Part One THE FRONT OFFICE 1
Chapter One Business Reservation Service 2
Dialogue 1 Receiving a Reservation 2
Dialogue 2 Tour Group Reservation 3
Dialogue 3 Face to Face the Reservation 4
Dialogue 4 Revising the Reservation 4
Dialogue 5 Cancel the Reservation 5
Dialogue 6 No Empty Rooms 6
Chapter Two Reception Desk 10
Dialogue 1 Registration 10
Dialogue 2 Receiving the Individual 11
Dialogue 3 Receiving the Advance Reservation 12
Dialogue 4 Receiving a Travel Group 13
Dialogue 5 Extending the Stay 14
Chapter Three The Bellman 18
Dialogue 1 Check in Services 18
Dialogue 2 Show the Way to Her Room 19
Dialogue 3 Delivery ofLuggage 19
Dialogue 4 Ordering a Taxi 20
Dialogue 5 Ticket-Booking Service 21
Chapter Four At theInformation Desk 25
Dialogue 1 Showing the Way inside the Hotel 25
Dialogue 2 Showing the Way outside the Hotel 26
Dialogue 3 Introduction Some Scenic Spot and Shopping Center 26
Dialogue 4 About the Traffic 27
Chapter Five Telephone Operator 31
Dialogue 1 An Overseas Call 31
Dialogue 2 In-house Call Service 32
Dialogue 3 Leaving a Telephone Message 32
Dialogue 4 Answering Guest's Inquires 33
Chapte Six Settling Guests'Complaints 38
Dialogue 1 Settling Complaints about Air-conditioner 38
Dialogue 2 Settling Complaints about Bad Quality ofFood 39
Dialogue 3 Settling Complaints about Slowness in Service 40
Chapter Seven The Business Center 45
Dialogue 1 Recommending Express Service 45
Dialogue 2 Typing.Photocopying 46
Dialogue 3 Receiving and Sending Fax 47
Chapter Eight The Cashier 51
Dialogue 1 Foreign Currency Exchange 51
Dialogue 2 Checking in Cash 52
Dialogue 3 Checking with Traveler's Check 52
Dialogue 4 Checking by Credit Card 53
Dialogue 5 Mis-calculation 54
Chapter Nine At the Conference 58
Dialogue 1 Introduction ofHotel Meeting Facilities 58
Dialogue 2 Changing the Meeting Services 59
Dialogue 3 Offering Special Services 60
Part Two THE HOUSEKEEPING DEPARTMENT 65
Chapter Ten Receiving Guests 66
Dialogue 1 Guiding the Guest to Their Rooms 66
Dialogue 2 Introducing the Room Facilities 67
Dialogue 3 About Hotel Services 68
Chapter Eleven Chamber Service 73
Dialogue 1 Cleaning the Room 73
Dialogue 2 Changing the Room 74
Dialogue 3 Adding beds 75
Dialogue 4 Turn-down Services 75
Dialogue 5 Claim and Damage 76
Chapter Twelve Special Service 81
Dialogue 1 Buying Things on Request 81
Dialogue 2 Borrowing Something 82
Dialogue 3 Wanting to Add Something 82
Chapter Thirteen Laundry Service 87
Dialogue 1 Explaining How to Get the Service 87
Dialogue 2 Filling the Laundry Lists 88
Dialogue 3 Choose Express Service 88
Dialogue 4 Misdelivering the Laundry 89
Chapter Fourteen Miscellaneous Service 94
Dialogue 1 Asking for Baby-sitting Service 94
Dialogue 2 Dealing with Emergency 95
Dialogue 3 Asking for a Doctor 96
Dialogue 4 A Morning Call 96
Chapter Fifteen Maintenance Service 102
Dialogue 1 Introduction on Certain Facilities in the Room 102
Dialogue 2 Repairing the Washing Machine 103
Dialogue 3 Something Wrong with the Toilet 103
Part Three FOOD AND BERVERAGE DEPARTMENT 109
Chapter Sixteen Reservation Service 110
Dialogue 1 A Call Reservation 110
Dialogue 2 RefusingaReservation 111
Dialogue 3 Cancel a Reservation 111
Dialogue 4 Receiving the Dinner 112
Dialogue 5 Receiving Walk-in Guests 113
Dialogue 6 No Empty Seats 113
Chapter Seventeen Chinese Food 118
Dialogue 1 Ordering Chinese Dishes 118
Dialogue 2 Recommendation 119
Dialogue 3 Special Chinese Food 120
Dialogue 4 Wines and Drinks in Chinese Restaurant 120
Chapter Eighteen Serving Dishes 126
Dialogue 1 Misserving 126
Dialogue 2 Special Need in Dishes 127
Dialogue 3 Complaints about the Dishes 128
Dialogue 4 Dessert Ordering 128
Chapter Nineteen Offering Room Serving 133
Dialogue 1 Ordering Chinese Breakfast 133
Dialogue 2 Ordering Western Breakfast 134
Dialogue 3 Special Ordering 134
Dialogue 4 Dish Delivering 135
Chapter Twenty At the Bar 139
Dialogue 1 Ordering Chinese Wines 139
Dialogue 2 Ordering Western Wines 140
Dialogue 3 Crazy Bar 140
Dialogue 4 Chatting with a Guest 141
Chapter Twenty-One Western Food and Buffet 145
Dialogue 1 Dinner in a Western Restaurant 145
Dialogue 2 Dinner a La Carte 146
Dialogue 3 Buffet 147
Chapter Twenty-Two Ways of Paying 152
Dialogue 1 Signing the Bill 152
Dialogue 2 Paying with Credit Card 153
Dialogue 3 Paying in Cash 154
Dialogue 4 Explain the Bill 154
Part Four SHOPPING 161
Chapter Twenty-Three At the Arts and Crafts 162
Dialogue 1 Greeting Customers 162
Dialogue 2 Recommending Jewelry 163
Dialogue 3 Introducing China Silk 164
Dialogue 4 Testing the Quality 164
Chapter Twenty-Four At the Souvenir 171
Dialogue 1 Introducing China Painting 171
Dialogue 2 Chinaware 172
Dialogue 3 Recommending Other Products 173
Chapter Twenty-Five At the Food Shop 178
Dialogue 1 Introducing Local Products 178
Dialogue 2 Introducing Tea 179
Dialogue 3 Wrapping the Goods 180
Part Five RECREATION AND FITNESS CENTER 185
Chapter Twenty-Six At Sing and Dance Hall 186
Dialogue 1 At the Night Club 186
Dialogue 2 At the Karaoke Bar 187
Dialogue 3 At the KTV Parlor 188
Dialogue 4 At Dancing Hall 188
Chapter Twenty-Seven At the Health Club 192
Dialogue 1 Introduce the Facilities 192
Dialogue 2 At Bowling Room 193
Dialogue 3 At The Swimming Pool 193
Dialogue 4 At Sauna 194
Chapter Twenty-Eight At the Chess 199
Dialogue 1 At Billiards 199
Dialogue 2 Playing Bridge 200
Dialogue 3 Getting the Membership Card 201
Chapter Twenty-Nine At the Beauty Center 205
Dialogue 1 At the Beauty Salon 205
Dialogue 2 At the Barber's 206
Dialogue 3 Facial Treatment 206
APPENDIX Ⅰ Useful Words and Terms for Hotel English 211
APPENDIX Ⅱ Tapescripts for Listening Exercises 221
Reference 239