Situation 1 Immigration and Customs 1
Situation 2 Meeting Guests 19
Situation 3 At the Hotel 35
Situation 4 Talking about the Itinerary 53
Situation 5 At the Restaurant 71
Situation 6 Tourist Transportation 93
Situation 7 Sightseeing 113
Situation 8 Shopping in Tourism 129
Situation 9 Health and Recreation Center 145
Situation 10 Handling Emergencies 161
Situation 11 Dealing with Complaints 177
Situation 12 Seeing off Guests 193
References 207