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第一单元 酒店概况 1

Part Ⅰ　 Dialogues对话 1

Sample Dialogue 1 1

Sample Dialogue 2 2

Useful Expressions 3

Situational Dialogues 4

Part Ⅱ　 Text A A Brief Introduction to Hospitality Industry and Hospitality Management 4

New Words 6

Phrases and Expressions 7

Notes to the Text 8

Exercises 9

Text B The Development of the Hospitality Industry and Its Classification 12

New Words 20

Phrases and Expressions 22

Notes to the Text 23

Part Ⅲ Extended Reading 26

第二单元 前台服务 29

Part Ⅰ Dialogues 29

Sample Dialogue 1 29

Sample Dialogue 2 30

Useful Expressions 31

Situational Dialogues 31

Part Ⅱ Text A The Front Office 32

New Words 34

Phrases and Expressions 34

Notes to the Text 35

Exercises 36

Text B Checking-in and Checking-out 39

New Words 42

Phrases and Expressions 43

Notes to the Text 44

Part Ⅲ Extended Reading 47

第三单元 客房服务 52

Part Ⅰ Dialogues 52

Sample Dialogue 1 52

Sample Dialogue 2 53

Useful Expressions 54

Situational Dialogues 54

Part Ⅱ Text A The Housekeeping Department 55

New Words 57

Phrases and Expressions 58

Notes to the Text 59

Exercises 60

Text B The Relations between Housekeeping Department and Front Office Department 63

New Words 65

Phrases and Expressions 65

Notes to the Text 65

Part Ⅲ Extended Reading 68

第四单元 餐饮服务 71

Part Ⅰ Dialogues 71

Sample Dialogue 1 71

Sample Dialogue 2 72

Useful Expressions 73

Situational Dialogues 74

Part Ⅱ Text A Food Service Management in a Hotel 74

New Words 76

Phrases and Expressions 77

Notes to the Text 77

Exercises 79

Text B Taking Orders 81

New Words 83

Phrases and Expressions 84

Notes to the Text 84

Part Ⅲ Extended Reading 87

第五单元 健身、娱乐及商务中心 94

Part Ⅰ Dialogues 94

Sample Dialogue 1 94

Sample Dialogue 2 95

Useful Expressions 96

Situational Dialogues 97

Part Ⅱ Text A Recreation Industry in the U.S 97

New Words 99

Phrases and Expressions 100

Notes to the Text 101

Exercises 102

Text B Facilities for Business 105

New Words 107

Phrases and Expressions 107

Notes to the Text 108

Part Ⅲ Extended Reading 111

第六单元 付款 114

Part Ⅰ Dialogues 114

Sample Dialogue 1 114

Sample Dialogue 2 115

Useful Expressions 116

Situational Dialogues 116

Part Ⅱ Text A Ways of Payment in the Hotel 117

New Words 121

Phrases and Expressions 122

Notes to the Text 122

Exercises 123

Text B Revenue Management of the Hotel 126

New Words 128

Phrases and Expressions 129

Notes to the Text 129

Part Ⅲ Extended Reading 132

第七单元 处理投诉 135

Part Ⅰ Dialogues 135

Sample Dialogue 1 135

Sample Dialogue 2 136

Useful Expressions 137

Situational Dialogues 137

Part Ⅱ Text A Taking Complaints as Opportunities 138

New Words 140

Phrases and Expressions 141

Notes to the Text 141

Exercises 143

Text B Dealing with Guests'Complaints 145

New Words 147

Phrases and Expressions 148

Notes to the Text 148

Part Ⅲ Extended Reading 151

第八单元 酒店安全管理 155

Part Ⅰ Dialogues 155

Sample Dialogue 1 155

Sample Dialogue 2 156

Useful Expressions 157

Situational Dialogues 158

Part Ⅱ Text A The Importance of Security in a Hotel 158

New Words 161

Phrases and Expressions 162

Notes to the Text 163

Exercises 165

Text B Security Problems in a Hotel 167

New Words 169

Phrases and Expressions 171

Notes to the Text 171

Part Ⅲ Extended Reading 175

第九单元 酒店的环保行动 179

Part Ⅰ Dialogues 179

Sample Dialogue 1 179

Sample Dialogue 2 180

Useful Expressions 181

Situational Dialogues 182

Part Ⅱ Text A The Important Role of Biodiversity 183

New Words 185

Phrases and Expressions 187

Notes to the Text 187

Exercises 189

Text B The Eco Hotel 192

New Words 194

Phrases and Expressions 194

Notes to the Text 195

Part Ⅲ Extended Reading 198

Appendix附录 202

Appendix 1 AAA's Lodging Diamond Ratings 202

Appendix 2 Lodging Star Criteria 205

Appendix 3 Hotel Criteria 2014 217

Appendix 4 Translation for the Texts 238

Appendix 5 Key to the Exercises 255

Postscript后记 278