目录 1
Unit 1 1
Dialogue Samples A Long-Distance Call Reservation 1
A Group Reservation 2
Requests Unable to Be Satisfied 2
Useful Expressions 3
Situational Dialogues 5
Text A Room Reservation 6
New Words 7
Notes 11
Phrases 11
Exercises 12
Text B Internet-based Reservation 15
New Words 18
Phrases 20
Abbreviations 20
Exercises 20
Unit 2 22
Dialogue Samples Registering a Guest Who Has a Reservation 22
Tour Group Check-in 23
Receiving a Walk-in Guest 23
Useful Expressions 24
Text A Accommodation Ratings 27
Situational Dialogues 27
New Words 30
Phrases 32
Abbreviations 33
Notes 33
Exercises 34
Text B Room Categories,Views and Bedding Types 37
New Words 39
Phrases 41
Exercises 42
Dialogue Samples Making an International Call 43
Unit 3 43
Making a Morning Call 44
Making a House Phone Call 44
Useful Expressions 45
Situational Dialogues 48
Text A Telephone Calls 49
New Words 51
Phrases 54
Abbreviations 54
Notes 54
Exercises 56
Text B Mobile Phone 59
New Words 62
Phrases 63
Abbreviations 64
Exercises 64
Unit 4 66
Dialogue Samples Handling a Complaint About Chamber Service 66
Handling a Complaint About Lost Articles 67
Handling a Complaint About Noise 67
Useful Expressions 68
Situational Dialogues 71
Text A Reduce Your Customers'Complaints 71
New Words 73
Phrases 74
Notes 75
Exercises 76
Text B Complaints 79
New Words 81
Phrases 83
Abbreviations 83
Exercises 83
Unit 5 85
Dialogue Samples Checking out by Credit Card 85
Checking out in Cash 86
Checking out by Company 86
Useful Expressions 87
Text A Front Office Accounting(1) 91
Situational Dialogues 91
New Words 94
Phrases 95
Abbreviations 96
Notes 96
Exercises 97
Text B Front Office Accounting(2) 100
New Words 103
Phrases 105
Abbreviations 105
Exercises 105
Dialogue Samples Offering In-room Service 107
Unit 6 107
Making Up the Room 108
Turn-down Service 108
Useful Expressions 109
Situational Dialogues 111
Text A Hotels Housekeeping,Staff Scheduling 112
New Words 115
Phrases 116
Abbreviations 117
Notes 117
Exercises 118
Text B Housekeeping Department 121
New Words 126
Phrases 127
Abbreviations 127
Exercises 127
Unit 7 129
Dialogue Samples Standard Laundry Service 129
Express Laundry Service 129
Damage Problem 130
Useful Expressions 131
Situational Dialogues 133
Text A Develop the Hotel Laundry Service Further 134
New Words 136
Phrases 137
Notes 137
Exercises 138
Text B Hotel Laundry Service Can Deliver a Mixed Bag of Messages 142
New Words 144
Phrases 145
Exercises 145
Unit 8 147
Dialogue Samples Room Service 147
Baby-sitting Service 148
Useful Expressions 149
Maintenance 149
Situational Dialogues 152
Text A Room Service or Food Delivery 153
New Words 155
Phrases 157
Notes 157
Exercises 158
Text B Classification ofHotel Operation 161
New Words 163
Phrases 164
Exercises 165
A Table for Three 166
Unit 9 166
Dialogue Samples A Reservation for a Party of Eight 166
Requests Unable to Be Satisfied 167
Useful Expressions 168
Situational Dialogues 169
Text A Chinese Cuisine 169
New Words 171
Phrases 173
Notes 174
Exercises 175
Text B Etiquette Tips and Pitfalls 177
New Words 179
Phrases 181
Exercises 182
Unit 10 183
Dialogue Samples Taking Orders 183
Ordering Steak 184
Ordering Dessert 184
Useful Expressions 185
Situational Dialogues 187
Text A French Cuisine 187
New Words 190
Phrases 192
Notes 193
Exercises 194
Text B Japanese Cuisine 196
New Words 198
Phrases 199
Exercises 199
Unit 11 201
Dialogue Samples Paying in Cash 201
Paying with Credit Card 201
Handling a Complaint about a Wrong Bill 202
Useful Expressions 202
Situational Dialogues 205
Text A Credit Cards 205
New Words 208
Phrases 210
Abbreviations 211
Notes 211
Exercises 213
Text B Different Types of Credit and Debit Cards 215
New Words 218
Phrases 218
Exercises 219
Unit 12 220
Dialogue Samples Asking About the Recreation and Fitness Center 220
At the Bowling Room 221
At the Indoor Swimming Pool 221
Useful Expressions 222
Situational Dialogues 225
Text A Fitness Center 225
New Words 228
Phrases 231
Notes 231
Exercises 232
Text B Choosing Exercise for Better Health 235
New Words 238
Phrases 240
Exercises 240
附录 参考答案 241