PartOne SituationalDialogues 1
Unit1 MakingReservation 3
Unit2 Checkin 13
Unit3 BellService 24
Unit4 ConciergeService 33
Unit5 ChamberService 43
Unit6 LaundryandValetServices 53
Unit7 GuestService 62
Unit8 AtaChineseRestaurant 71
Unit9 AtaWesternRestaurant 81
Unit10 BusinessandEntertainmentServices 90
Unit11 SalesPromotion 104
Unit12 PublicRelations 111
Unit13 Complaints 119
Unit14 Checkout 128
PartTwo Readings 139
Unit1 HotelsintheWorld 145
Unit2 WaysofCategorizingHotels 152
Unit3 ServicedAccommodation 157
Unit4 Self-serviceAccommodation 162
Unit5 TheFrontOffice 168
Unit6 TheHousekeeping 173
Unit7 TheFoodandBeverage 177
Unit8 Marketing 183
Key to exercises 183
Reference 201