Unit One An Overview of the hotel Business 1
Text A A Brief History of the Hotel Industry 1
Text B Hotels and Their Classifications 2
Dialog Ⅰ At the Human Resources Department 3
Dialog Ⅱ Orientation(1)—Ethics Integrity 4
Dialog Ⅲ Orientation(2)—Grooming 5
Exercises 9
Unit Two Front Office(Ⅰ) 16
Text A Front Office 16
Text B Reservation 17
Dialog Ⅰ A Long Distance Call Reservation 18
Dialog Ⅱ A Group Reservation 19
Dialog Ⅲ Revising the Reservation 20
Exercises 22
Unit Three Front Office(Ⅱ) 30
Text A Check-in 30
Text B Guest Services 31
Dialog Ⅰ Receiving Walk-in Guests 32
Dialog Ⅱ Extending the Stay 33
Dialog Ⅲ Orientation on Concierge's Work 34
Exercises 37
Unit Four Front Office(Ⅲ) 44
Text A Check-out 44
Text B Cashier and Night Auditor 45
Dialog Ⅰ Foreign Currency Exchange 46
Dialog Ⅱ Check-out 47
Dialog Ⅲ Checking Guest Account 48
Exercises 50
Unit Five Communications 58
Text A Communications 58
Text B Telephone Room 59
Dialog Ⅰ Sending a Fax 60
Dialog Ⅱ Printing 61
Dialog Ⅲ Telephone Service 61
Exereises 63
Unit Six Housekeeping 71
Text A Housekeeping Department 71
Text B Guestroom Cleaning 72
Dialog Ⅰ Chamber Service 73
Dialog Ⅱ Laundry Service 74
Dialog Ⅲ Baby-sitting Service 74
Exercises 77
Unit Seven Food Service 84
Text A Organization of Food and Beverage Department 84
Text B Restaurant Service 86
Dialog Ⅰ Taking Orders 87
Dialog Ⅱ Room Service 88
Dialog Ⅲ Banqueting Service 89
Exercises 91
Unit Eight Beverage Service 100
Text A Beverage Service 100
Text B Wine Facts 101
Dialog Ⅰ At a Restaurant 103
Dialog Ⅱ Bar Service 104
Dialog Ⅲ Liqueur Service 104
Exercises 106
Unit Nine Kitchen 114
Text A Kitchen Planning 114
Text B Types of Kitchen 116
Dialog Ⅰ Bakery 117
Dialog Ⅱ Cold Items 118
Dialog Ⅲ Working as the Chef's Assistant 118
Exercises 121
Unit Ten Recreation(Ⅰ) 130
Text A Recreational Center 130
Text B Recreational Offerings at Resorts 131
Dialog Ⅰ At the Indoor Swimming Pool 132
Dialog Ⅱ At the Bowling Room 133
Dialog Ⅲ At the Gymnasium 134
Exercises 137
Unit Eleven Recreation(Ⅱ) 144
Text A Searching for a Healthier Lifestyle 144
Text B Common Recreational Activities 146
Dialog Ⅰ "Sauna Is One of the Great Pleasure of Life" 147
Dialog Ⅱ "Massage not only Relaxes the Muscles but also Eases the Pain" 149
Dialog Ⅲ "I Would Like to Try a New Hair Style This Time" 150
Exercises 153
Unit Twelve Shopping 160
Text A Hotel Shop 160
Text B Shopping on the Web 161
Dialog Ⅰ Showing the Guests around the Arcade 162
Dialog Ⅱ Buying Silk Fabrics 162
Dialog Ⅲ At the Chinese Folk Art Counter 163
Exercises 165
Unit Thirteen Security 172
Text A Hotel Security(Ⅰ) 172
Text B Hotel Security(Ⅱ) 173
Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting 174
Dialog Ⅱ Preventing a False Claim 175
Dialog Ⅲ Offering First Aid 176
Exercises 178
Unit Fourteen Engineering and Maintenance 184
Text A Engineering and Maintenance 184
Text B Maintenance Activities 185
Dialog Ⅰ The Maintenance in the Guest Room 185
Dialog Ⅱ A Car Servicing Appointment 186
Dialog Ⅲ Dealing with an Elevator Accident 187
Exercises 189
Unit Fifteen Marketing 197
Text A Marketing and Selling 197
Text B Common Sales Tools 199
Dialog Ⅰ Convention Sales Call 201
Dialog Ⅱ Extending the Sale 202
Dialog Ⅲ Talking about Hotel Reservations 203
Exercises 205
Unit Sixteen Controllers 214
Text A Controllers Department 214
Text B Budgeting 215
Dialog Ⅰ Normal Credit Control 216
Dialog Ⅱ Daily Income Audit 216
Dialog Ⅲ Month-end Stock Take 217
Exercises 219
Unit Seventeen General Manager 227
Text A The General Manager 227
Text B The General Manager's Meetings 229
Dialog Ⅰ Solving the Guest's Complaint 231
Dialog Ⅱ Increasing the Average Rates 232
Dialog Ⅲ Making Travel Preparations 232
Exercises 234
Tapescript 241
Appendix 250
Bibliography 252