Part One Situational Dialogues 1
Unit 1 Making Reservations 3
Unit 2 Check in 13
Unit 3 Bell Service 24
Unit 4 Concierge Service 33
Unit 5 Chamber Service 43
Unit 6 Laundry and Valet Services 53
Unit 7 Guest Service 62
Unit 8 At a Chinese Restaurant 71
Unit 9 At a Western Restaurant 82
Unit 10 Business and Entertainment Services 91
Unit 11 Sales Promotion 106
Unit 12 Public Relations 113
Unit 13 Complaints 121
Unit 14 Check out 131
Part Two Readings 141
Unit 1 Hotels in the World 143
Unit 2 Ways of Categorizing Hotels 149
Unit 3 Serviced Accommodation 156
Unit 4 Self-service Accommodation 161
Unit 5 The Front Office 166
Unit 6 The Housekeeping 172
Unit 7 The Food and Beverage 177
Unit 8 Marketing 182
Exercises Key 188
Reference 207