Part Ⅰ Service Procedure Part 1
Unit One Meeting the guest 3
Section 1 Introduction 3
Section 2 Dialogue 4
Section 3 Practice Exercises 5
Unit Two On the way to the hotel 7
Section 1 Introduction 7
Section 2 Dialogue 7
Section 3 Practice Exercises 11
Unit Three Check in at the hotel 13
Section 1 Introduction 13
Section 2 Dialogue 14
Section 3 Practice Exercises 17
Unit Four Talking about the itinerary 19
Section 1 Introduction 19
Section 2 Dialogue 20
Section 3 Practice exercises 22
Unit Five Going out for meals 24
Section 1 Introduction 24
Section 2 Dialogue 25
Section 3 Practice exercises 29
Unit Six On the way to the scenery 31
Section 1 Introduction 31
Section 2 Dialogue 32
Section 3 Practice exercises 36
Unit Seven Check out at the hotel 38
Section 1 Introduction 38
Section 2 Dialogue 39
Section 3 Practice exercises 41
Unit Eight Seeing off1 43
Section 1 Introduction 43
Section 2 Dialogues 44
Section 3 Practice exercises 46
Part Ⅱ Handling Complaints and Emergency Part 47
Unit One Handling complaints 49
Case 1 49
Practice exercises 51
Unit Two Handling special dietary requirements 53
Case 2 53
Case 3 54
Practice exercises 56
Unit Three Handling the adjustment of the itinerary1(Ⅰ) 58
Case 4 58
Case 5 59
Practice exereises 61
Unit Four Handling the adjustment of the itinerary(Ⅱ) 63
Case 6 63
Practice exercises 64
Unit Five Incident of meeting the guests 66
Case 7 66
Case 8 67
Case 9 68
Practice exercises 69
Unit Six Missing luggage 71
Case 10 71
Case 11 72
Practice exercises 76
Unit Seven Missing tourists 77
Case 12 77
Case 13 78
Practice exercises 79
Unit Eight Missing travel certificate 81
Case 14 81
Case 15 82
Practice exercises 84
Part Ⅲ Chinese Society and Culture Part 87
Unit One Basic information of China 89
Basic information of China 89
Unit Two Main religion in China 91
Lesson one Buddhism,Confucianism and Daoism 91
Lesson two Islam and Christianity 94
Unit Three Traditional Chinese festivals 97
Lesson one The Spring Festival 97
Lesson two The Mid-autumn festival and the dragon boat festival 98
Unit Four Chinese cuisine 101
Lesson One The Art of Chinese cooking 101
Lesson Two Chinese snacks 103
Unit Five Chinese Arts 108
Lesson One Arts and crafts 108
Lesson Two Chinese calligraphy 112
Lesson Three Peking opera 114
Lesson Four Wushu and Qigong 116
Unit Six Tea and silk 120
Lesson One Tea culture 120
Lesson Two Chinese silk 123
Unit Seven Traditional Chinese medicine and acupuncture 125
Lesson one Traditional Chinese medicine 125
Lesson Two Acupuncture 127
Unit Eight Ancient Chinese architecture and garden 130
Lesson one Architecture in ancient China 130
Lesson Two Chinese garden 133
Part Ⅳ Practical Writing and Training Part 137
Unit One Tour of Chinese imperial palace 139
Lesson One How to describe Chinese imperial palace 139
Lesson Two A virtual tour to the mysterious palace complex 141
Unit Two Tour of temples 145
Lesson One How to describe Chinese buddhist temple 145
Lesson Two A virtual tour to the Chinese buddhist temple 147
Unit Three Tour of Chinese imperial mausoleum 151
Lesson One How to describe Chinese imperial mausoleum 151
Lesson Two A virtual tour to Chinese imperial mausoleum 153
Unit Four Tour of Chinese gardens 157
Lesson One How to describe Chinese garden 157
Lesson Two A virtual tour to Chinese garden 159
Unit Five Tour of Chinese ancient fortification 163
Lesson One How to describe Chinese ancient fortification 163
Lesson Two A virtual tour to Chinese ancient fortification 165
Unit Six Tour of mountains 169
Lesson One How to describe mountains 169
Lesson Two A virtual tour to mountains 171
Unit Seven City tour 174
Lesson One How to introduce a Chinese citv 174
Lesson Two A virtual tour to Chinese citv 175
Unit Eight Tour of lakes and rivers 180
Lesson One How to describe Chinese water-related scenic spots 180
Lesson Two A virtual tour to Chinese lakes and rivers 182
附录 185
参考文献 193