Part One The Front Office 3
Unit 1 Room Reservations 3
Dialogue 1 A Long Distance Call Reservation 3
Dialogue 2 A Group Reservation 4
Dialogue 3 An Individual Reservation 5
Unit 2 At the Reception Desk 15
Dialogue 1 Registering an Individual Guest 15
Dialogue 2 Receiving a Tour Group 16
Dialogue 3 Extending Stay 17
Unit 3 The Bellboy 26
Dialogue 1 Showing a Guest to the Floor 26
Dialogue 2 Introducing the Room Facilities 27
Dialogue 3 Running Errands for the Guest 28
Unit 4 The Cashier 38
Dialogue 1 Exchanging Money 38
Dialogue 2 Checking Out 39
Dialogue 3 Paying with Credit Cards 40
Unit 5 At the Business Center 48
Dialogue 1 Mail Service 48
Dialogue 2 Internet Service 49
Dialogue 3 Sending a Fax 50
Unit 6 Changing the Room 58
Dialogue 1 Changing the Room 58
Dialogue 2 It's Too Noisy 59
Dialogue 3 A Room with A King-size Bed 60
Part Two The Housekeeping Department 71
Unit 1 Making up the Room 71
Dialogue 1 Could You Do Our Room First Next Time 71
Dialogue 2 What Time to Clean Your Room 72
Dialogue 3 Turn-down Service 73
Unit 2 Laundry Service 83
Dialogue 1 Introducing Laundry Service 83
Dialogue 2 Express Laundry Service 84
Dialogue 3 In the Laundry 85
Unit 3 Wake-up Call Service ＆ Special Service 96
Dialogue 1 Wake-up Call Service 96
Dialogue 2 Baby-sitting Service 97
Dialogue 3 Preparing for a Birthday Party 98
Unit 4 Miscellaneous Service 108
Dialogue 1 Maintenance Service 108
Dialogue 2 Complaints 109
Dialogue 3 The Lost Diamond Earrings 111
Part Three Food and Beverage Department 123
Unit 1 Chinese Restaurant 123
Dialogue 1 Reserving a Table 123
Dialogue 2 At a Chinese Restaurant 124
Dialogue 3 Chinese Cuisine 125
Unit 2 Western Restaurant 134
Dialogue 1 At a Western Restaurant 134
Dialogue 2 Dining à la Carte 135
Dialogue 3 Wine Sales 136
Unit 3 Coffee Shop 147
Dialogue 1 American-Style Breakfast 147
Dialogue 2 A Light Lunch 148
Dialogue 3 Afternoon Tea 149
Unit 4 Dealing with Complaints 158
Dialogue 1 Spilt Drinks 158
Dialogue 2 Tough Steak 159
Dialogue 3 Slow Service 160
Part Four Shopping and Entertaining Services 173
Unit 1 At the Shopping Arcade 173
Dialogue 1 At the Souvenirs Counter 173
Dialogue 2 Recommending the Four Treasures of the Study 174
Dialogue 3 Showing a Toy 175
Unit 2 At the Arts and Crafts Counter 185
Dialogue 1 Introducing Jingdezhen Porcelain Ware 185
Dialogue 2 Being interested in the Jewellery 186
Dialogue 3 Carving a Name-seal 187
Unit 3 Recreation Center 196
Dialogue 1 At the Karaoke Bar 196
Dialogue 2 At the Ball Room 197
Dialogue 3 Enjoying Singing and Dancing 198
Unit 4 Hair Dressing 207
Dialogue 1 At the Barber's 207
Dialogue 2 At the Hairdresser's 208
Dialogue 3 At the Beauty Salon 208
Unit 5 Sports 217
Dialogue 1 At the Fitness Center 217
Dialogue 2 At the Swimming Pool 218
Dialogue 3 At the Gymnasium 219
Unit 6 Entertainment Activities 227
Dialogue 1 Foot Massage 227
Dialogue 2 Head Massage 227
Dialogue 3 Sauna 228
Appendix 238
Key to Exercises 271
参考书目 293