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Workshop One Courtesies 1

Training Scheme 1 Greetings 3

Part Ⅰ Language Notes 3

Part Ⅱ Workshops 3

Part Ⅲ Activities 5

Part Ⅳ Consolidation 5

Part Ⅴ Extended Reading 6

Training Scheme 2 Introductions 7

Part Ⅰ Language Notes 7

Part Ⅱ Workshops 8

Part Ⅲ Activities 9

Part Ⅳ Consolidation 10

Part Ⅴ Extended Reading 10

Training Scheme 3 Apologies 12

Part Ⅰ Language Notes 12

Part Ⅱ Workshops 12

Part Ⅲ Activities 13

Part Ⅳ Consolidation 14

Part Ⅴ Extended Reading 15

Training Scheme 4 Asking the Way 16

Part Ⅰ Language Notes 16

Part Ⅱ Workshops 17

Part Ⅲ Activities 18

Part Ⅳ Consolidation 19

Part Ⅴ Extended Reading 21

Training Scheme 5 Thanks and Responses 22

Part Ⅰ Language Notes 22

Part Ⅱ Workshops 23

Part Ⅲ Activities 24

Part Ⅳ Consolidation 25

Part Ⅴ Extended Reading 25

Workshop Two English for Front Office 27

Training Scheme 1 Room Reservation 29

Part Ⅰ Language Notes 29

Part Ⅱ Workshops 30

Part Ⅲ Activities 32

Part Ⅳ Consolidation 33

Part Ⅴ Virtue Life 34

Part Ⅵ Extended Reading 35

Training Scheme 2 Reception 36

Part Ⅰ Language Notes 36

Part Ⅱ Workshops 37

Part Ⅲ Activities 39

Part Ⅳ Consolidation 39

Part Ⅴ Virtue Life 41

Part Ⅵ Extended Reading 42

Training Scheme 3 Bellman Service 42

Part Ⅰ Language Notes 42

Part Ⅱ Workshops 43

Part Ⅲ Activities 45

Part Ⅳ Consolidation 45

Part Ⅴ Virtue Life 47

Part Ⅵ Extended Reading 48

Training Scheme 4 Telephone Operator 49

Part Ⅰ Language Notes 49

Part Ⅱ Workshops 50

Part Ⅲ Activities 52

Part Ⅳ Consolidation 52

Part Ⅴ Virtue Life 54

Part Ⅵ Extended Reading 54

Training Scheme 5 Information 55

Part Ⅰ Language Notes 55

Part Ⅱ Workshops 56

Part Ⅲ Activities 58

Part Ⅳ Consolidation 59

Part Ⅴ Virtue Life 61

Part Ⅵ Extended Reading 61

Training Scheme 6 Complaints 63

Part Ⅰ Language Notes 63

Part Ⅱ Workshops 63

Part Ⅲ Activities 65

Part Ⅳ Consolidation 66

Part Ⅴ Virtue Life 68

Part Ⅵ Extended Reading 69

Workshop Three English for Housekeeping Department 71

Training Scheme 1 Room Cleaning 73

Part Ⅰ Language Notes 73

Part Ⅱ Workshops 73

Part Ⅲ Activities 75

Part Ⅳ Consolidation 76

Part Ⅴ Virtue Life 77

Part Ⅵ Extended Reading 78

Training Scheme 2 Laundry and Valet Service 80

Part Ⅰ Language Notes 80

Part Ⅱ Workshops 81

Part Ⅲ Activities 84

Part Ⅳ Consolidation 84

Part Ⅴ Virtue Life 86

Part Ⅵ Extended Reading 87

Training Scheme 3 Room Service 90

Part Ⅰ Language Notes 90

Part Ⅱ Workshops 91

Part Ⅲ Activities 94

Part Ⅳ Consolidation 94

Part Ⅴ Virtue Life 96

Part Ⅵ Extended Reading 97

Training Scheme 4 Lost and Found 98

Part Ⅰ Language Notes 98

Part Ⅱ Workshops 99

Part Ⅲ Activities 101

Part Ⅳ Consolidation 102

Part Ⅴ Virtue Life 104

Part Ⅵ Extended Reading 105

Training Scheme 5 Compensation and Maintenance 105

Part Ⅰ Language Notes 105

Part Ⅱ Workshops 106

Part Ⅲ Activities 108

Part Ⅳ Consolidation 108

Part Ⅴ Virtue Life 110

Part Ⅵ Extended Reading 111

Workshop Four English for Food and Beverage Department 113

Training Scheme 1 Table Reservation 115

Part Ⅰ Language Notes 115

Part Ⅱ Workshops 115

Part Ⅲ Activities 117

Part Ⅳ Consolidation 118

Part Ⅴ Virtue Life 120

Part Ⅵ Extended Reading 121

Training Scheme 2 Receiving Diners 122

Part Ⅰ Language Notes 122

Part Ⅱ Workshops 123

Part Ⅲ Activities 125

Part Ⅳ Consolidation 125

Part Ⅴ Virtue Life 127

Part Ⅵ Extended Reading 128

Training Scheme 3 Taking Orders and Making Recommendations 129

Part Ⅰ Language Notes 129

Part Ⅱ Workshops 130

Part Ⅲ Activities 132

Part Ⅳ Consolidation 133

Part Ⅴ Virtue Life 135

Part Ⅵ Extended Reading 136

Training Scheme 4 Buffet and Coffee Shop 137

Part Ⅰ Language Notes 137

Part Ⅱ Workshops 137

Part Ⅲ Activities 139

Part Ⅳ Consolidation 140

Part Ⅴ Virtue Life 142

Part Ⅵ Extended Reading 143

Training Scheme 5 Beverage Service 144

Part Ⅰ Language Notes 144

Part Ⅱ Workshops 144

Part Ⅲ Activities 146

Part Ⅳ Consolidation 147

Part Ⅴ Virtue Life 149

Part Ⅵ Extended Reading 150

Training Scheme 6 Settling the Complaints 151

Part Ⅰ Language Notes 151

Part Ⅱ Workshops 152

Part Ⅲ Activities 154

Part Ⅳ Consolidation 155

Part Ⅴ Virtue Life 156

Part Ⅵ Extended Reading 157

Workshop Five English for Other Departments 161

Training Scheme 1 Health Club 163

Part Ⅰ Language Notes 163

Part Ⅱ Workshops 163

Part Ⅲ Activities 165

Part Ⅳ Consolidation 166

Part Ⅴ Extended Reading 168

Training Scheme 2 Business Center 169

Part Ⅰ Language Notes 169

Part Ⅱ Workshops 170

Part Ⅲ Activities 172

Part Ⅳ Consolidation 173

Part Ⅴ Extended Reading 175

Training Scheme 3 Shopping 176

Part Ⅰ Language Notes 176

Part Ⅱ Workshops 176

Part Ⅲ Activities 178

Part Ⅳ Consolidation 179

Part Ⅴ Extended Reading 181

Training Scheme 4 Beauty Parlor 182

Part Ⅰ Language Notes 182

Part Ⅱ Workshops 182

Part Ⅲ Activities 184

Part Ⅳ Consolidation 185

Part Ⅴ Extended Reading 187

Training Scheme 5 Butler Service 188

Part Ⅰ Language Notes 188

Part Ⅱ Workshops 189

Part Ⅲ Activities 191

Part Ⅳ Consolidation 193

Part Ⅴ Extended Reading 195

Appendix 1 Suggested Answers for the Practices 201

Appendix 2 284

Appendix 3 286

References 289