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Unit One An Overview of the hotel Business 1

Text A A Brief History of the Hotel Industry 1

Text B Hotels and Their Classifications 2

Dialog Ⅰ At the Human Resources Department 3

Dialog Ⅱ Orientation(1)—Ethics Integrity 4

Dialog Ⅲ Orientation(2)—Grooming 5

Exercises 9

Unit Two Front Office(Ⅰ) 16

Text A Front Office 16

Text B Reservation 17

Dialog Ⅰ A Long Distance Call Reservation 18

Dialog Ⅱ A Group Reservation 19

Dialog Ⅲ Revising the Reservation 20

Exercises 22

Unit Three Front Office(Ⅱ) 30

Text A Check-in 30

Text B Guest Services 31

Dialog Ⅰ Receiving Walk-in Guests 32

Dialog Ⅱ Extending the Stay 33

Dialog Ⅲ Orientation on Concierge's Work 34

Exercises 37

Unit Four Front Office(Ⅲ) 44

Text A Check-out 44

Text B Cashier and Night Auditor 45

Dialog Ⅰ Foreign Currency Exchange 46

Dialog Ⅱ Check-out 47

Dialog Ⅲ Checking Guest Account 48

Exercises 50

Unit Five Communications 58

Text A Communications 58

Text B Telephone Room 59

Dialog Ⅰ Sending a Fax 60

Dialog Ⅱ Printing 61

Dialog Ⅲ Telephone Service 61

Exereises 63

Unit Six Housekeeping 71

Text A Housekeeping Department 71

Text B Guestroom Cleaning 72

Dialog Ⅰ Chamber Service 73

Dialog Ⅱ Laundry Service 74

Dialog Ⅲ Baby-sitting Service 74

Exercises 77

Unit Seven Food Service 84

Text A Organization of Food and Beverage Department 84

Text B Restaurant Service 86

Dialog Ⅰ Taking Orders 87

Dialog Ⅱ Room Service 88

Dialog Ⅲ Banqueting Service 89

Exercises 91

Unit Eight Beverage Service 100

Text A Beverage Service 100

Text B Wine Facts 101

Dialog Ⅰ At a Restaurant 103

Dialog Ⅱ Bar Service 104

Dialog Ⅲ Liqueur Service 104

Exercises 106

Unit Nine Kitchen 114

Text A Kitchen Planning 114

Text B Types of Kitchen 116

Dialog Ⅰ Bakery 117

Dialog Ⅱ Cold Items 118

Dialog Ⅲ Working as the Chef's Assistant 118

Exercises 121

Unit Ten Recreation(Ⅰ) 130

Text A Recreational Center 130

Text B Recreational Offerings at Resorts 131

Dialog Ⅰ At the Indoor Swimming Pool 132

Dialog Ⅱ At the Bowling Room 133

Dialog Ⅲ At the Gymnasium 134

Exercises 137

Unit Eleven Recreation(Ⅱ) 144

Text A Searching for a Healthier Lifestyle 144

Text B Common Recreational Activities 146

Dialog Ⅰ "Sauna Is One of the Great Pleasure of Life" 147

Dialog Ⅱ "Massage not only Relaxes the Muscles but also Eases the Pain" 149

Dialog Ⅲ "I Would Like to Try a New Hair Style This Time" 150

Exercises 153

Unit Twelve Shopping 160

Text A Hotel Shop 160

Text B Shopping on the Web 161

Dialog Ⅰ Showing the Guests around the Arcade 162

Dialog Ⅱ Buying Silk Fabrics 162

Dialog Ⅲ At the Chinese Folk Art Counter 163

Exercises 165

Unit Thirteen Security 172

Text A Hotel Security(Ⅰ) 172

Text B Hotel Security(Ⅱ) 173

Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting 174

Dialog Ⅱ Preventing a False Claim 175

Dialog Ⅲ Offering First Aid 176

Exercises 178

Unit Fourteen Engineering and Maintenance 184

Text A Engineering and Maintenance 184

Text B Maintenance Activities 185

Dialog Ⅰ The Maintenance in the Guest Room 185

Dialog Ⅱ A Car Servicing Appointment 186

Dialog Ⅲ Dealing with an Elevator Accident 187

Exercises 189

Unit Fifteen Marketing 197

Text A Marketing and Selling 197

Text B Common Sales Tools 199

Dialog Ⅰ Convention Sales Call 201

Dialog Ⅱ Extending the Sale 202

Dialog Ⅲ Talking about Hotel Reservations 203

Exercises 205

Unit Sixteen Controllers 214

Text A Controllers Department 214

Text B Budgeting 215

Dialog Ⅰ Normal Credit Control 216

Dialog Ⅱ Daily Income Audit 216

Dialog Ⅲ Month-end Stock Take 217

Exercises 219

Unit Seventeen General Manager 227

Text A The General Manager 227

Text B The General Manager's Meetings 229

Dialog Ⅰ Solving the Guest's Complaint 231

Dialog Ⅱ Increasing the Average Rates 232

Dialog Ⅲ Making Travel Preparations 232

Exercises 234

Tapescript 241

Appendix 250

Bibliography 252