Unit One What Is a Hotel? 1
Text What Is a Hotel? 1
Dialogue 1 Enquiring about the Accommodations and Facilities 5
Dialogue 2 Recommending Another Hotel 8
Dialogue 3 Finding the Right Hotel 10
Supplementary Reading Classification of Hotels 12
Exercises 14
Text The Front Office 18
Unit Two The Front Office（Ⅰ） 18
Dialogue 1 Making a Reservation 21
Dialogue 2 Registering a Guest 23
Dialogue 3 Bringing the Guest to Her Room 25
Supplementary Reading The Bell Service 27
Exercises 29
Unit Three The Front Office（Ⅱ） 32
Text The Business Center 32
Dialogue 1 Checking out of the Hotel 35
Dialogue 2 Cashing Checks for a Guest 37
Dialogue 3 At the Business Center 39
Supplementary Reading The History of Money 41
Exercises 43
Unit Four The Housekeeping Department（Ⅰ） 46
Text The Housekeeping Department 46
Dialogue 1 Showing the Guest to His Room 50
Dialogue 2 Cleaning the Guestroom 52
Dialogue 3 Introducing the Baby-sitting 53
Supplementary Reading Different Kinds of Rooms in a Hotel 55
Exercises 57
Unit Five The Housekeeping Department（Ⅱ） 60
Text The Laundry Service 60
Dialogue 1 Getting Information about the Laundry Service 63
Dialogue 2 Laundry Mix-up 64
Dialogue 3 Settling a Laundry Problem 66
Supplementary Reading The Dry Cleaner's 68
Exercises 69
Text The Food and Beverage Department 72
Unit Six The Food and Beverage Department 72
Dialogue 1 Calling in a Reservation 76
Dialogue 2 Recommending Dishes 77
Dialogue 3 Taking Orders 79
Supplementary Reading The Story of Chopsticks 81
Exercises 82
Unit Seven The Health and Recreation Center 86
Text The Health and Recreation Center 86
Dialogue 1 At the Fitness Center 89
Dialogue 2 At the Bowling Alley 91
Dialogue 3 At the Recreation Center 93
Supplementary Reading Traditional Chinese Medicine 94
Exercises 97
Unit Eight The Engineering and Maintenance Department 100
Text The Engineering and Maintenance Department 100
Dialogue 1 Dealing with the Maintenance of the Room 104
Dialogue 2 Dealing with an Elevator Accident 105
Dialogue 3 A Car Service Appointment 107
Supplementary Reading Hotel Construction:Design and Functionality 109
Exercises 111
Unit Nine The Security Department and Human Resources Department 114
Text The Security Department 114
Dialogue 1 Lost and Found 117
Dialogue 2 A Job Interview 118
Dialogue 3 Job Rotation 121
Supplementary Reading The Human Resources Department 122
Exercises 124
Text How to Deal with Complaints Skillfully 127
Unit Ten Handling Complaints 127
Dialogue 1 Changing a Room 130
Dialogue 2 Handling Complaints about Food 132
Dialogue 3 Handling Complaints about Delayed Service 133
Supplementary Reading Achieving 100坲stomer Satisfaction 135
Exercises 137
Keys to Exercises 139
参考文献 156