Unit One Arrival 1
Lesson One 1
Dialogue 1 Customs Examination 1
Dialogue 2 At the Customs 2
Reading Baggage and the Customs Inspector 5
Lesson Two 9
Dialogue 1 Meeting Guests at the Airport 9
Dialogue 2 On the Way to the Hotel 10
Reading The Airlines 12
Unit Two Front Office 16
Lesson One 16
Dialogue 1 Reservation 16
Dialogue 2 Fully Booked 17
Reading Advance Reservations and Room Type in a Hotel 19
Lesson Two 23
Dialogue 1 Registering Individual Guest 23
Dialogue 2 Changing the Room at the Reception Desk 24
Reading The Front Desk 26
Lesson Three 30
Dialogue 1 The Bellman and Running Errands for the Guest 30
Dialogue 2 Bell Service 31
Reading The Front Desk Employees 33
Lesson Four 37
Dialogue 1 At the Information Desk 37
Dialogue 2 Inquiring about Scenic Spots and Chinese Dishes 38
Reading Guest Services 41
Lesson Five 44
Dialogue 1 Explaining the Bill at the Cashier Desk 44
Dialogue 2 Foreign Currency Exchange 45
Reading Cashiers 47
Lesson Six 51
Dialogue 1 Misunderstanding at Front Desk 51
Dialogue 2 Complaints： All Is a Mess 52
Reading How to Deal with Hotel Complaints 54
Unit Three Housekeeping 58
Lesson One 58
Dialogue 1 Guiding Guests to Their Rooms 58
Dialogue 2 About the Hotel Services 59
Reading The Housekeeping 62
Lesson Two 66
Dialogue 1 Making up the Room 66
Dialogue 2 Nightly Turn-down Service 67
Reading Chamber Service 70
Lesson Three 73
Dialogue 1 Explaining How to Get Laundry Service 73
Dialogue 2 Suggesting the Express Service 74
Reading Laundry and Valet Service 77
Lesson Four 80
Dialogue 1 About Room Service 80
Dialogue 2 At Tea Time 81
Reading Room Service 83
Lesson Five 87
Dialogue 1 A Morning Call 87
Dialogue 2 Wake-up Call Service 88
Reading Serviced Accommodation 90
Lesson Six 94
Dialogue 1 Lost and Found （1） 94
Dialogue 2 Lost and Found （2） 95
Reading Marketing of Hotel 97
Lesson Seven 100
Dialogue 1 Buying Things on Request 100
Dialogue 2 Providing Something Extra on Request 101
Reading Ways of Categorizing Hotels 102
Lesson Eight 106
Dialogue 1 Complaints about Room Cleaning 106
Dialogue 2 Complaints about Laundry 107
Reading Customer Complaints 109
Unit Four Food and Beverage 112
Lesson One 112
Dialogue 1 A Part-time Job Interview 112
Dialogue 2 An Interview on Waitress 113
Reading Organization of the Food and Beverage Department 115
Lesson Two 119
Dialogue 1 Making a Reservation 119
Dialogue 2 Booking a Table at a Restaurant 120
Reading Catering Manager 122
Lesson Three 127
Dialogue 1 Seating the Guests 127
Dialogue 2 Recommending Food and Drinks 128
Reading Training New Employees 130
Lesson Four 135
Dialogue 1 Ordering in a Restaurant 135
Dialogue 2 Ordering a Dinner 136
Reading Restaurant Service 140
Lesson Five 144
Dialogue 1 Serving the Dishes 144
Dialogue 2 Refreshments 145
Reading Training Programs 148
Lesson Six 153
Dialogue 1 Complaining about Food 153
Dialogue 2 Mis-serving and Complaining 154
Reading Have You Any Complaints？ 157
Lesson Seven 161
Dialogue 1 At the Bar 161
Dialogue 2 Chinese Liquors and Wines 162
Reading Beverage Service 165
Lesson Eight 170
Dialogue 1 Taking an à la Carte Order for Chinese-Style Food 170
Dialogue 2 Talking about Chinese Food 171
Reading Chinese Local Cuisine 174
Lesson Nine 179
Dialogue 1 Taking an Order for Western-style Breakfast 179
Dialogue 2 Serving the Western-style Dinner 180
Reading American Cooking 183
Lesson Ten 187
Dialogue 1 Signing the Bill and Paying with Credit Card 187
Dialogue 2 Explaining the Bill and the Credit Limit 188
Reading Traveler's Checks and Credit Cards 191
Unit Five Recreation Service 195
Lesson One 195
Dialogue 1 Introducing Health Club Facilities 195
Dialogue 2 At the Indoor Swimming Pool 196
Reading The Importance of Sports 198
Lesson Two 202
Dialogue 1 In the Sauna House 202
Dialogue 2 At the Bowling Center 203
Reading The Operation of Recreation 205
Unit Six Shopping 209
Lesson One 209
Dialogue 1 Recommending Traditional Chinese Crafts 209
Dialogue 2 Recommending Typical Chinese Toys 211
Reading Chinese Crafts 214
Lesson Two 217
Dialogue 1 Buying Jade Carvings 217
Dialogue 2 Fashion 218
Reading Jade， Ivory and Wood Carving 220
Lesson Three 224
Dialogue 1 Talking about Tea 224
Dialogue 2 Chinese Medicine and Tonics 225
Reading Tea 228
Lesson Four 232
Dialogue 1 Introducing an Embroidered Bamboo Scroll 232
Dialogue 2 Buying Jewelry 233
Reading Chinese Paintings and Pictures 234
Lesson Five 238
Dialogue 1 Chinese Seal Cutting， Calligraphy and Paintings 238
Dialogue 2 The Four Treasures of Study 239
Reading The Four Treasures of Study 242
Lesson Six 246
Dialogue 1 In the Shopping Mall 246
Dialogue 2 Showing a Guest round the Store 247
Reading Antiques 249
Unit Seven Sightseeing 253
Lesson One 253
Dialogue 1 Discussing the Itinerary 253
Dialogue 2 At Jiuzhaigou Valley 254
Reading Jiuzhaigou Valley 256
Lesson Two 260
Dialogue 1 Sightseeing in Lushan 260
Dialogue 2 A Trip in Guilin 261
Reading The West Lake of Hangzhou 263
Lesson Three 266
Dialogue 1 A Trip to Yu Yuan Garden 266
Dialogue 2 A Chat on the Scenic Spot 267
Reading The Summer Palace 269
Lesson Four 272
Dialogue 1 Visiting the Confucius Temple 272
Dialogue 2 Chatting about the Longmen Caves 273
Reading Chinese Murals 276
Unit Eight Departure 279
Lesson One 279
Dialogue 1 On the Way to the Scenic Spot 279
Dialogue 2 Services in the Scenic Spot 280
Reading The Role of a Tour Guide 283
Lesson Two 287
Dialogue 1 Seeing Guests off 287
Dialogue 2 Checking in at the Airport 288
Reading A Farewell Speech 290