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Unit One What Is a Hotel? 1

Text What Is a Hotel? 1

Dialogue 1 Enquiring about the Accommodations and Facilities 5

Dialogue 2 Recommending Another Hotel 8

Dialogue 3 Finding the Right Hotel 10

Supplementary Reading Classification of Hotels 12

Exercises 14

Text The Front Office 18

Unit Two The Front Office（Ⅰ） 18

Dialogue 1 Making a Reservation 21

Dialogue 2 Registering a Guest 23

Dialogue 3 Bringing the Guest to Her Room 25

Supplementary Reading The Bell Service 27

Exercises 29

Unit Three The Front Office（Ⅱ） 32

Text The Business Center 32

Dialogue 1 Checking out of the Hotel 35

Dialogue 2 Cashing Checks for a Guest 37

Dialogue 3 At the Business Center 39

Supplementary Reading The History of Money 41

Exercises 43

Unit Four The Housekeeping Department（Ⅰ） 46

Text The Housekeeping Department 46

Dialogue 1 Showing the Guest to His Room 50

Dialogue 2 Cleaning the Guestroom 52

Dialogue 3 Introducing the Baby-sitting 53

Supplementary Reading Different Kinds of Rooms in a Hotel 55

Exercises 57

Unit Five The Housekeeping Department（Ⅱ） 60

Text The Laundry Service 60

Dialogue 1 Getting Information about the Laundry Service 63

Dialogue 2 Laundry Mix-up 64

Dialogue 3 Settling a Laundry Problem 66

Supplementary Reading The Dry Cleaner's 68

Exercises 69

Text The Food and Beverage Department 72

Unit Six The Food and Beverage Department 72

Dialogue 1 Calling in a Reservation 76

Dialogue 2 Recommending Dishes 77

Dialogue 3 Taking Orders 79

Supplementary Reading The Story of Chopsticks 81

Exercises 82

Unit Seven The Health and Recreation Center 86

Text The Health and Recreation Center 86

Dialogue 1 At the Fitness Center 89

Dialogue 2 At the Bowling Alley 91

Dialogue 3 At the Recreation Center 93

Supplementary Reading Traditional Chinese Medicine 94

Exercises 97

Unit Eight The Engineering and Maintenance Department 100

Text The Engineering and Maintenance Department 100

Dialogue 1 Dealing with the Maintenance of the Room 104

Dialogue 2 Dealing with an Elevator Accident 105

Dialogue 3 A Car Service Appointment 107

Supplementary Reading Hotel Construction:Design and Functionality 109

Exercises 111

Unit Nine The Security Department and Human Resources Department 114

Text The Security Department 114

Dialogue 1 Lost and Found 117

Dialogue 2 A Job Interview 118

Dialogue 3 Job Rotation 121

Supplementary Reading The Human Resources Department 122

Exercises 124

Text How to Deal with Complaints Skillfully 127

Unit Ten Handling Complaints 127

Dialogue 1 Changing a Room 130

Dialogue 2 Handling Complaints about Food 132

Dialogue 3 Handling Complaints about Delayed Service 133

Supplementary Reading Achieving 100坲stomer Satisfaction 135

Exercises 137

Keys to Exercises 139

参考文献 156