Project One Applying for a Job to a Travel Agency 1
Task 1 Getting Prepared for Job-Seeking 1
Task 2 Job Interviews 9
Project Two Getting to Know the Travel Agency 17
Task 1 Getting Familiar with the Travel Agency 17
Task 2 Knowing Personal Job Responsibility 23
Project Three Dealing with Consultation 31
Task 1 Consultation over Phone 31
Task 2 Face to Face Consultation 37
Project Four Preparing Before Departing 45
Task 1 Visitors'Must-Know 45
Task 2 Checking 57
Project Five Making Reservations 67
Task 1 Booking Rooms 67
Task 2 Booking Tables 74
Project Six Sightseeing 82
Task 1 Introduction of Scenic Spots 82
Task 2 Shopping 89
Project Seven Dealing with Emergencies 96
Task 1 Emergencies in Domestic Tours 96
Task 2 Emergencies in International Tours 102
Project Eight Handling Complaints 110
Task 1 Making Complaints about Services 110
Task 2 Solving Complaints 116
Answers 122