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UNITONE 1

TEXTATheHistoryandDevelopmentoftheHospitalityIndustry 1

TEXTBHotelsandTheirClassification 3

DIALOGⅠAttheHumanResourcesDepartment 4

DIALOGⅡOrientation(1)__EthicsIntegrity 6

DIALOGⅢOrientation(2)__Grooming 7

EXERCISES 12

UNITTWO 16

TEXTATheFrontOffice 16

TEXTBReservation 18

DIALOGⅠALongDistanceCallReservation 20

DIALOGⅡAGroupReservation 22

DIALOGⅢRevisingtheReservation 23

EXERCISES 26

TEXTACheck-in 31

UNITTHREE 31

TEXTBHotelGuests 33

DIALOGⅠReceivingWalk-inGuests 35

DIALOGⅡExtendingtheStay 36

DIALOGⅢOrientationonConcierge sWork 37

EXERCISES 40

UNITFOUR 45

TEXTACashierandNightAuditor 45

TEXTBTheForeignExchangeMarket 47

DIALOGⅠForeignCurrencyExchange 48

DIALOGⅡCheck-out 49

DIALOGⅢCheckingwiththeNightAuditor 50

EXERCISES 53

UNITFIVE 60

TEXTACommunication 60

TEXTBTheTelephoneRoom 62

DIALOGⅠSendingaFax 63

DIALOGⅡPrinting 64

DIALOGⅢTelephoneService 66

EXERCISES 69

UNITSIX 73

TEXTATheHousekeepingDepartment 73

TEXTBTheImportanceofService 74

DIALOGⅠChamberService 76

DIALOGⅡLaundryService 77

DIALOGⅢBaby-sittingService 78

EXERCISES 81

UNITSEVEN 88

TEXTAOrganizationoftheFoodandBeverage 88

Department 88

TEXTBRestaurantService 91

DIALOGⅠTakingOrders 93

DIALOGⅡRoomService 94

DIALOGⅢBanquetingService 96

EXERCISES 99

UNITEIGHT 108

TEXTABeverageService 108

TEXTBWineFacts 110

DIALOGⅠAtaRestaurant 113

DIALOGⅡBarService 114

DIALOGⅢLiqueurService 115

EXERCISES 118

UNITNINE 127

TEXTAKitchen 127

TEXTBFastFoodKitchen 130

DIALOGⅠBakery 132

DIALOGⅡColdItems 133

DIALOGⅢWorkingasChef sAssistant 134

EXERCISES 138

TEXTARecreationCenter—OneoftheIntegral 147

PartsofaSuccessfulHotel 147

UNITTEN 147

TEXTBRecreationalActivitiesinFullSwing 148

DIALOGⅠAttheIndoorSwimmingPool 150

DIALOGⅡAttheBowlingRoom 151

DIALOGⅢAttheGymnasium 153

EXERCISES 156

UNITELEVEN 162

TEXTASearchingforaHealthierLifestyle 162

TEXTBHealthSpas 165

DIALOGⅠ“SaunaIsOneoftheGreatPleasure 166

ofLife” 166

DIALOGⅡ“MassagenotonlyRelaxestheMuscles 169

butalsoEasesthePain” 169

ThisTime” 170

DIALOGⅢ“IWouldLiketoTryaNewHairStyle 170

EXERCISES 174

UNITTWELVE 179

TEXTACreatingaShopper sParadise 179

TEXTBShoppingontheWeb 180

DIALOGⅠShowingtheGuestsAroundtheArcade 182

DIALOGⅡBuyingSilkFabrics 183

DIALOGⅢAttheChineseFolkArtCounter 185

EXERCISES 188

UNITTHIRTEEN 194

TEXTAHotelSecurity（Ⅰ） 194

TEXTBHotelSecurity（Ⅱ） 195

DIALOGⅠOrientationonFirePreventingandFire 197

Fighting 197

DIALOGⅡPreventingaFalseClaim 199

DIALOGⅢOfferingFirstAid 201

EXERCISES 204

UNITFOURTEEN 211

TEXTAEngineeringandMaintenance 211

TEXTBATragedy 212

DIALOGⅠTheMaintenanceintheGuestRoom 215

DIALOGⅡACarServicingAppointment 216

DIALOGⅢDealingwithanElevatorAccident 218

EXERCISES 220

UNITFIFTEEN 225

TEXTAMarketingandSales 225

TEXTBCommonSalesTools 228

DIALOGⅠConventionSalesCall 232

DIALOGⅡExtendingtheSale 234

DIALOGⅢTalkingaboutHotelReservations 235

EXERCISES 239

TEXTATheControllingDepartment 249

UNITSIXTEEN 249

TEXTBBudgeting 251

DIALOGⅠNormalCreditControl 252

DIALOGⅡDailyIncomeAudit 253

DIALOGⅢMonth-EndStockTake 254

EXERCISES 257

UNITSEVENTEEN 266

TEXTATheGeneralManager 266

TEXTBTheGeneralManager sMeetings 270

DIALOGⅠSolvingtheGuest sComplaint 273

DIALOGⅡIncreasingtheAverageRates 274

DIALOGⅢMakingTravelPreparations 275

EXERCISES 278

TAPESCRIPT 285

BIBLIOGRAPHY 300