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Unit One Arrival 1

Lesson One 1

Dialogue 1 Customs Examination 1

Dialogue 2 At the Customs 2

Reading Baggage and the Customs Inspector 5

Lesson Two 9

Dialogue 1 Meeting Guests at the Airport 9

Dialogue 2 On the Way to the Hotel 10

Reading The Airlines 12

Unit Two Front Office 16

Lesson One 16

Dialogue 1 Reservation 16

Dialogue 2 Fully Booked 17

Reading Advance Reservations and Room Type in a Hotel 19

Lesson Two 23

Dialogue 1 Registering Individual Guest 23

Dialogue 2 Changing the Room at the Reception Desk 24

Reading The Front Desk 26

Lesson Three 30

Dialogue 1 The Bellman and Running Errands for the Guest 30

Dialogue 2 Bell Service 31

Reading The Front Desk Employees 33

Lesson Four 37

Dialogue 1 At the Information Desk 37

Dialogue 2 Inquiring about Scenic Spots and Chinese Dishes 38

Reading Guest Services 41

Lesson Five 44

Dialogue 1 Explaining the Bill at the Cashier Desk 44

Dialogue 2 Foreign Currency Exchange 45

Reading Cashiers 47

Lesson Six 51

Dialogue 1 Misunderstanding at Front Desk 51

Dialogue 2 Complaints： All Is a Mess 52

Reading How to Deal with Hotel Complaints 54

Unit Three Housekeeping 58

Lesson One 58

Dialogue 1 Guiding Guests to Their Rooms 58

Dialogue 2 About the Hotel Services 59

Reading The Housekeeping 62

Lesson Two 66

Dialogue 1 Making up the Room 66

Dialogue 2 Nightly Turn-down Service 67

Reading Chamber Service 70

Lesson Three 73

Dialogue 1 Explaining How to Get Laundry Service 73

Dialogue 2 Suggesting the Express Service 74

Reading Laundry and Valet Service 77

Lesson Four 80

Dialogue 1 About Room Service 80

Dialogue 2 At Tea Time 81

Reading Room Service 83

Lesson Five 87

Dialogue 1 A Morning Call 87

Dialogue 2 Wake-up Call Service 88

Reading Serviced Accommodation 90

Lesson Six 94

Dialogue 1 Lost and Found （1） 94

Dialogue 2 Lost and Found （2） 95

Reading Marketing of Hotel 97

Lesson Seven 100

Dialogue 1 Buying Things on Request 100

Dialogue 2 Providing Something Extra on Request 101

Reading Ways of Categorizing Hotels 102

Lesson Eight 106

Dialogue 1 Complaints about Room Cleaning 106

Dialogue 2 Complaints about Laundry 107

Reading Customer Complaints 109

Unit Four Food and Beverage 112

Lesson One 112

Dialogue 1 A Part-time Job Interview 112

Dialogue 2 An Interview on Waitress 113

Reading Organization of the Food and Beverage Department 115

Lesson Two 119

Dialogue 1 Making a Reservation 119

Dialogue 2 Booking a Table at a Restaurant 120

Reading Catering Manager 122

Lesson Three 127

Dialogue 1 Seating the Guests 127

Dialogue 2 Recommending Food and Drinks 128

Reading Training New Employees 130

Lesson Four 135

Dialogue 1 Ordering in a Restaurant 135

Dialogue 2 Ordering a Dinner 136

Reading Restaurant Service 140

Lesson Five 144

Dialogue 1 Serving the Dishes 144

Dialogue 2 Refreshments 145

Reading Training Programs 148

Lesson Six 153

Dialogue 1 Complaining about Food 153

Dialogue 2 Mis-serving and Complaining 154

Reading Have You Any Complaints？ 157

Lesson Seven 161

Dialogue 1 At the Bar 161

Dialogue 2 Chinese Liquors and Wines 162

Reading Beverage Service 165

Lesson Eight 170

Dialogue 1 Taking an à la Carte Order for Chinese-Style Food 170

Dialogue 2 Talking about Chinese Food 171

Reading Chinese Local Cuisine 174

Lesson Nine 179

Dialogue 1 Taking an Order for Western-style Breakfast 179

Dialogue 2 Serving the Western-style Dinner 180

Reading American Cooking 183

Lesson Ten 187

Dialogue 1 Signing the Bill and Paying with Credit Card 187

Dialogue 2 Explaining the Bill and the Credit Limit 188

Reading Traveler's Checks and Credit Cards 191

Unit Five Recreation Service 195

Lesson One 195

Dialogue 1 Introducing Health Club Facilities 195

Dialogue 2 At the Indoor Swimming Pool 196

Reading The Importance of Sports 198

Lesson Two 202

Dialogue 1 In the Sauna House 202

Dialogue 2 At the Bowling Center 203

Reading The Operation of Recreation 205

Unit Six Shopping 209

Lesson One 209

Dialogue 1 Recommending Traditional Chinese Crafts 209

Dialogue 2 Recommending Typical Chinese Toys 211

Reading Chinese Crafts 214

Lesson Two 217

Dialogue 1 Buying Jade Carvings 217

Dialogue 2 Fashion 218

Reading Jade， Ivory and Wood Carving 220

Lesson Three 224

Dialogue 1 Talking about Tea 224

Dialogue 2 Chinese Medicine and Tonics 225

Reading Tea 228

Lesson Four 232

Dialogue 1 Introducing an Embroidered Bamboo Scroll 232

Dialogue 2 Buying Jewelry 233

Reading Chinese Paintings and Pictures 234

Lesson Five 238

Dialogue 1 Chinese Seal Cutting， Calligraphy and Paintings 238

Dialogue 2 The Four Treasures of Study 239

Reading The Four Treasures of Study 242

Lesson Six 246

Dialogue 1 In the Shopping Mall 246

Dialogue 2 Showing a Guest round the Store 247

Reading Antiques 249

Unit Seven Sightseeing 253

Lesson One 253

Dialogue 1 Discussing the Itinerary 253

Dialogue 2 At Jiuzhaigou Valley 254

Reading Jiuzhaigou Valley 256

Lesson Two 260

Dialogue 1 Sightseeing in Lushan 260

Dialogue 2 A Trip in Guilin 261

Reading The West Lake of Hangzhou 263

Lesson Three 266

Dialogue 1 A Trip to Yu Yuan Garden 266

Dialogue 2 A Chat on the Scenic Spot 267

Reading The Summer Palace 269

Lesson Four 272

Dialogue 1 Visiting the Confucius Temple 272

Dialogue 2 Chatting about the Longmen Caves 273

Reading Chinese Murals 276

Unit Eight Departure 279

Lesson One 279

Dialogue 1 On the Way to the Scenic Spot 279

Dialogue 2 Services in the Scenic Spot 280

Reading The Role of a Tour Guide 283

Lesson Two 287

Dialogue 1 Seeing Guests off 287

Dialogue 2 Checking in at the Airport 288

Reading A Farewell Speech 290