第一单元 酒店概况 1
Part Ⅰ Dialogues对话 1
Sample Dialogue 1 1
Sample Dialogue 2 2
Useful Expressions 3
Situational Dialogues 4
Part Ⅱ Text A A Brief Introduction to Hospitality Industry and Hospitality Management 4
New Words 6
Phrases and Expressions 7
Notes to the Text 8
Exercises 9
Text B The Development of the Hospitality Industry and Its Classification 12
New Words 20
Phrases and Expressions 22
Notes to the Text 23
Part Ⅲ Extended Reading 26
第二单元 前台服务 29
Part Ⅰ Dialogues 29
Sample Dialogue 1 29
Sample Dialogue 2 30
Useful Expressions 31
Situational Dialogues 31
Part Ⅱ Text A The Front Office 32
New Words 34
Phrases and Expressions 34
Notes to the Text 35
Exercises 36
Text B Checking-in and Checking-out 39
New Words 42
Phrases and Expressions 43
Notes to the Text 44
Part Ⅲ Extended Reading 47
第三单元 客房服务 52
Part Ⅰ Dialogues 52
Sample Dialogue 1 52
Sample Dialogue 2 53
Useful Expressions 54
Situational Dialogues 54
Part Ⅱ Text A The Housekeeping Department 55
New Words 57
Phrases and Expressions 58
Notes to the Text 59
Exercises 60
Text B The Relations between Housekeeping Department and Front Office Department 63
New Words 65
Phrases and Expressions 65
Notes to the Text 65
Part Ⅲ Extended Reading 68
第四单元 餐饮服务 71
Part Ⅰ Dialogues 71
Sample Dialogue 1 71
Sample Dialogue 2 72
Useful Expressions 73
Situational Dialogues 74
Part Ⅱ Text A Food Service Management in a Hotel 74
New Words 76
Phrases and Expressions 77
Notes to the Text 77
Exercises 79
Text B Taking Orders 81
New Words 83
Phrases and Expressions 84
Notes to the Text 84
Part Ⅲ Extended Reading 87
第五单元 健身、娱乐及商务中心 94
Part Ⅰ Dialogues 94
Sample Dialogue 1 94
Sample Dialogue 2 95
Useful Expressions 96
Situational Dialogues 97
Part Ⅱ Text A Recreation Industry in the U.S 97
New Words 99
Phrases and Expressions 100
Notes to the Text 101
Exercises 102
Text B Facilities for Business 105
New Words 107
Phrases and Expressions 107
Notes to the Text 108
Part Ⅲ Extended Reading 111
第六单元 付款 114
Part Ⅰ Dialogues 114
Sample Dialogue 1 114
Sample Dialogue 2 115
Useful Expressions 116
Situational Dialogues 116
Part Ⅱ Text A Ways of Payment in the Hotel 117
New Words 121
Phrases and Expressions 122
Notes to the Text 122
Exercises 123
Text B Revenue Management of the Hotel 126
New Words 128
Phrases and Expressions 129
Notes to the Text 129
Part Ⅲ Extended Reading 132
第七单元 处理投诉 135
Part Ⅰ Dialogues 135
Sample Dialogue 1 135
Sample Dialogue 2 136
Useful Expressions 137
Situational Dialogues 137
Part Ⅱ Text A Taking Complaints as Opportunities 138
New Words 140
Phrases and Expressions 141
Notes to the Text 141
Exercises 143
Text B Dealing with Guests'Complaints 145
New Words 147
Phrases and Expressions 148
Notes to the Text 148
Part Ⅲ Extended Reading 151
第八单元 酒店安全管理 155
Part Ⅰ Dialogues 155
Sample Dialogue 1 155
Sample Dialogue 2 156
Useful Expressions 157
Situational Dialogues 158
Part Ⅱ Text A The Importance of Security in a Hotel 158
New Words 161
Phrases and Expressions 162
Notes to the Text 163
Exercises 165
Text B Security Problems in a Hotel 167
New Words 169
Phrases and Expressions 171
Notes to the Text 171
Part Ⅲ Extended Reading 175
第九单元 酒店的环保行动 179
Part Ⅰ Dialogues 179
Sample Dialogue 1 179
Sample Dialogue 2 180
Useful Expressions 181
Situational Dialogues 182
Part Ⅱ Text A The Important Role of Biodiversity 183
New Words 185
Phrases and Expressions 187
Notes to the Text 187
Exercises 189
Text B The Eco Hotel 192
New Words 194
Phrases and Expressions 194
Notes to the Text 195
Part Ⅲ Extended Reading 198
Appendix附录 202
Appendix 1 AAA's Lodging Diamond Ratings 202
Appendix 2 Lodging Star Criteria 205
Appendix 3 Hotel Criteria 2014 217
Appendix 4 Translation for the Texts 238
Appendix 5 Key to the Exercises 255
Postscript后记 278