Unit 11 Meeting Banquet Service 会议与宴会服务 1
Preview Types of Meeting 会议类型 1
Dialog Ⅰ Booking a Meeting 会议预订 2
Dialog Ⅱ Booking a Banquet 宴会预订 4
Dialog Ⅲ Serving a Chinese Style Dinner 中餐服务 6
Dialog Ⅳ Serving the Western Style Banquet 西餐宴会服务 8
Reading Ⅰ A Function Sheet 会议餐饮预订单 10
Reading Ⅱ Meetings via Distance Conferencing 远程会议 12
Listening Ⅰ Types of Banquet Service 宴会服务类型 15
Listening Ⅱ Sending Faxes at the Business Center 在商务中心发送传真 15
Speaking Ⅰ How to Offer Meeting Service 如何提供会议服务 17
Speaking Ⅱ Advantages and Disadvantages of Popular Audio-Video Equipment 受到广泛使用的视听设备的优缺点 20
Simulated Writing How to Write a Letter of Invitation 写邀请信 22
Unit 12 Exhibition Service 展览服务 23
Preview Terms of Exhibitions 展览用语 23
Dialog Ⅰ Booking an Exhibit Space 展览场地预订 24
Dialog Ⅱ Setting Up Booths 布展 26
Dialog Ⅲ Signing Up on the Phone 电话报名参展 27
Dialog Ⅳ Registering at the Exhibition 开展注册 29
Reading Ⅰ An Exhibitor Pre-Registration Form 参展报名登记表 32
Reading Ⅱ Exhibit and Decorator's Charges 展览与搭展商费用 34
Listening Ⅰ Canceling Exhibit Registration 取消参展 37
Listening Ⅱ Planning Itinerary for Exhibit Trip 展览线路安排 38
Speaking Ⅰ How to Provide Exhibition Services 展览服务用语 40
Speaking Ⅱ Advantages and Disadvantages of Each Basic Type of Exhibit Booths 基本展台类型及其优劣势 42
Simulated Writing How to Write an Invitation Card 写请柬 44
Unit 13 Health Recreation Service 康乐服务 47
Preview Types of Health and Recreation Facilities 康乐设施类型 47
Dialog Ⅰ Playing Bowling 打保龄球 48
Dialog Ⅱ Taking a Sauna Bath 桑拿浴 50
Dialog Ⅲ At the Swimming Pool 室内泳 51
Dialog Ⅳ At the Barber's 理发／美发 53
Reading Ⅰ A Fitness Center 健身中心 54
Reading Ⅱ How to Take a Sauna Bath 如何洗桑拿 57
Listening Ⅰ At the Night Club 在夜总会 60
Listening Ⅱ Reserving a Tennis Court 预订网球场 61
Speaking Ⅰ How to Serve Leisure Guests 如何为休闲游客提供服务 62
Speaking Ⅱ Safety Measures at the Health Club 康乐中心安全措施 64
Simulated Writing How to Write a Notice 写通知 65
Unit 14 Shopping Promotion 商场促销 66
Preview Currencies in the World 世界各地货币 66
Dialog Ⅰ At the Souvenirs Counter 在旅游纪念品柜台 67
Dialog Ⅱ At a Fashion Shop 在时装店 69
Dialog Ⅲ At the Handicrafts Department 在工艺品部 70
Dialog Ⅳ At the Jewelry Counter 在珠宝店 71
Reading Ⅰ Merchandise Sales and Return Policy 商品销售与退货规定 73
Reading Ⅱ Warranty Policy 保修条款 75
Listening Ⅰ Changing Foreign Currencies 兑换外汇 78
Listening Ⅱ Special Local Products 当地特色产品 79
Speaking Ⅰ How to Provide Shopping Services 购物服务用语 80
Speaking Ⅱ Bargaining Strategies 还价策略 81
Simulated Writing How to Write Posters 写海报 82
Unit 15 Local Tour Guide Service 地陪导游服务 84
Preview Types of Tour Attractions 旅游景点类型 84
Dialog Ⅰ Arranging the Itinerary 安排旅游线路 85
Dialog Ⅱ Visiting the Chinese Temple 游览中国庙宇 87
Dialog Ⅲ Visiting the Chinese Garden 游览中国园林 89
Dialog Ⅳ Visiting the City 城市游览 91
Reading Ⅰ A Tour Guide Speech 一篇导游词 93
Reading Ⅱ A Tour Itinerary 旅游线路 95
Listening Ⅰ Traditional Chinese Festivals 中国传统节日 98
Listening Ⅱ An Opera Tour 戏剧之旅 99
Speaking Ⅰ How to Show Tourists Around 引导游客游览用语 100
Speaking Ⅱ Reasons for Going or Not Going Sightseeing 旅游：赞成还是反对 102
Simulated Writing How to Write a Tour Guide Speech 写导游词 103
Unit 16 Travel Destinations 旅游景点 108
Preview Types of Travel Activities 旅游活动类型 108
Dialog Ⅰ At the Ticket Box 在售票处 109
Dialog Ⅱ Cable Car Service 缆车服务 110
Dialog Ⅲ At the Travel Rental Office 旅游物品租赁处 112
Dialog Ⅳ Paging a Tourist 广播寻人 113
Reading Ⅰ An Attractive Place—Yuyuan Garden 景点介绍——豫园 114
Reading Ⅱ Destination Advertisement 旅游目的地广告 117
Listening Ⅰ Giving Directions 指路 119
Listening Ⅱ A Call from the Tourist Scenic Spot 景点电话转接 121
Speaking Ⅰ How to Provide Travel Destination Service 旅游目的地服务 122
Speaking Ⅱ Features of the Scenic Spots or Areas 谈论旅游景点特色 124
Simulated Writing How to Write a Notice 写启示 125
Unit 17 Handling Problems Emergencies 处理问题与突发事件 127
Preview Types of Problems Emergencies 问题与突发事件类型 127
Dialog Ⅰ Calling the First Aid Center 打电话到急救中心 128
Dialog Ⅱ At the Lost-and-Found Office 在失物招领处 130
Dialog Ⅲ Repairing Equipment 设备维修 131
Dialog Ⅳ Lift Emergency 电梯事故 133
Reading Ⅰ First Aid Techniques 急救技术 135
Reading Ⅱ An Accident 一次事故 137
Listening Ⅰ How to Stop Bleeding 如何止血 138
Listening Ⅱ Dealing with Power Failure 停电处理 139
Speaking Ⅰ How to Deal with Problems and Emergencies 处理问题与突发事件用语 140
Speaking Ⅱ Measures to Minimize the Risk of Fires 减少火灾风险防范措施 142
Simulated Writing How to Write an Incident Report 写事故报告 143
Unit 18 Handling Customer Complaints 顾客投诉处理 147
Preview Types of Complaints 投诉种类 147
Dialog Ⅰ Receiving a Complaint on the Phone 接受电话投诉 148
Dialog Ⅱ A Complaint about Holiday 度假客人投诉 150
Dialog Ⅲ Handling a Complaint about Noise 处理客房噪音投诉 152
Dialog Ⅳ Complaining about the Food 食品投诉 153
Reading Ⅰ A Complaint Letter on Holiday Booking 旅游度假投诉信 155
Reading Ⅱ A Reply to a Guest Complaint 顾客投诉回复 158
Listening Ⅰ A Mistake in a Table Reservation 餐位预订错误 160
Listening Ⅱ A Complaint about Room Cleaning 关于客房清洁的投诉 161
Speaking Ⅰ How to Make Handle Complaints 投诉与处理投诉用语 162
Speaking Ⅱ Classified Complaints 投诉类型 165
Simulated Writing How to Reply to Complaining Letters 写投诉回复信 166
Unit 19 Checking Out 结账离店 169
Preview Types of Checkout Service 退房服务类型 169
Dialog Ⅰ Paying the Hotel Bill by Credit Card 信用卡付账 170
Dialog Ⅱ Paying the Hotel Bill in Cash 现金付账 171
Dialog Ⅲ A Mistake on the Hotel Bill 账单错误 172
Dialog Ⅳ Paying the Hotel Bill with a Traveler's Check 支票付账 173
Reading Ⅰ Checkout Service Procedures 退房结账程序 175
Reading Ⅱ Daily Account Report Analysis 每日财务报告分析 176
Listening Ⅰ Checkout 退房 180
Listening Ⅱ Late Checkout 过时退房 181
Speaking Ⅰ How to Offer Checkout Service 退房服务用语 182
Speaking Ⅱ Methods of Settlement 结账方式 184
Simulated Writing How to Create Daily Operations Reports 编制每日运营报告 184
Unit 20 Selling the Travel Market 旅游市场营销 186
Preview Elements of Travel Marketing Mix 旅游市场营销组合要素 186
Dialog Ⅰ A Telephone Sales Call 电话销售 187
Dialog Ⅱ A Personal Sales Call 登门销售 189
Dialog Ⅲ Telephoning for an Appointment 电话预约 190
Reading Ⅰ A Sales Proposal Letter 销售意向书 193
Reading Ⅱ Group Sales Form 团队销售预订表 195
Listening Ⅰ Selling to Group Markets 团队销售 197
Listening Ⅱ Marketing Tools 市场营销手段 198
Speaking Ⅰ How to Make Personal Sales Call 登门销售用语 199
Speaking Ⅱ Six Questions Commonly Used in Selling Travel Market 旅游市场销售中需了解的六个问题 202
Simulated Writing How to Prepare Tourism Agreements 拟写旅游协议 203
Glossary(C—E) 206