Unit1 An Introduction to Hotel Industry
Passages
Text A
Text B
Conversations
Conversation 1: Taking a Reservation by Phone
Conversation 2: Revising a Reservation
Conversation 3: Suggesting Alternative Accommodation
Conversation 4: The Guest''s Experience: Meeting a Hotel
Representative at the Airport
Unit2 Front Office Operation
Passages
Text A
Text B
Conversations
Conversation 1: Introducing Hotel Services
Conversation 2: Welcoming a Guest 1: with a Reservation
Conversation 3: Welcoming a Guest 2: without a Reservation
Conversation 4: Giving Directions to the Destination
Conversation 5: Filling out a Registration Form
Conversation 6: Escorting a Guest to a Room
Conversation 7: Orienting a Guest to a Room
Conversation 8. Extending a Stay
Conversation 9: On a Company Account
Conversation 10: Checking in a Large Tour Group
Unit3 Hotel Services
Passages
Text A
Text B
Conversations
Conversation 1: Helping a Guest Ship a Parcel
Conversation 2: Parking a Guest''s Car
Conversation 3: The Hotel Laundry Service
Conversation 4: Help a Guest with Tour Package
Conversation 5: Housekeeping 1: Dealing with Damage in a Room
Conversation 6: Housekeeping 2: Bringing Extra Amenities to the
Room
Conversation 7: Housekeeping 3: Cleaning a Room
Conversation 8: Room Services 1: Taking an Order
Conversation 9: Room Services 2: Delivering an Order
Conversation 10: Taking Messages for a Guest
Conversation 11: Serving Guests in a Restaurant
Conversation 12: The Guest''s Experience: Signing for Drinks and
Snacks
Conversation 13: Using the Business Center
Conversation 14: In-room Entertainment
Conversation 15: Using a Family Pool
Conversation 16: Using the Fitness Center
Conversation 17: At the Executive Lounge
Unit4 The Restaurant
Passages
Text A
Text B
Conversations
Conversation 1: Taking a Restaurant Reservation by Phone
Conversation 2: Accommodating Guests Who Have No Reservation
Conversation 3: Explaining that No Table is Available
Conversation 4: Seating Guests
Conversation 5: Taking a Beverage Order and Serving Beverage
Conversation 6: Taking a Meal Order
Conversation 7: Serving Food
Conversation 8: Serving Wine
Conversation 9: Taking Dissert and Coffee Orders
Conversation 10: Taking Payment at the Table
Conversation 11: Taking Payment at a Register 1: a Satisfied
Customer
Conversation 12: Taking Payment at a Register 2: a Dissatisfied
Customer
Unit5 Concierge Services
Unit6 Dealing with Problems
Unit7 Checking Out
附录
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