·Chapter 1  Hospitality Industry ABC  Unit 1  Hotel Types  Unit 2  What Is Service？  Unit 3  Different Guests  Unit 4  The Future of HotelsChapter 2  Front Office  Unit 1  Room Reservation  Unit 2  Check In  Unit 3  Bellman  Unit 4  Concierge  Unit 5  Operator  Unit 6  Cashier  Unit 7  Business CenterChapter 3  Housekeeping  Unit 1  Facilities: Enjoy Your Stay  Unit 2  Executive Floor  Unit 3  Chamber Service  Unit 4  Laundry Service  Unit 5  Other ServicesChapter4  Food and Beverage  Unit 1  Reservation  Unit 2  Receiving the Diner  Unit 3  Chinese Restaurant  Unit 4  Western Restaurant  Unit 5  Breakfast  Unit 6  At the Bar  Unit 7  Banquet  Unit 8  Eating HabitsChapter 5  Recreation Center  Unit 1  Gym  Unit 2  Sauna  Unit 3  Swimming  Unit 4  MassageChapter 6  Shopping Arcade  Unit 1  Souvenirs  Unit 2  Silk Products  Unit 3  Tea  Unit 4  Arts and CraftsChapter 7  Convention  Unit 1  Booking a Meeting  Unit 2  Convention Inspection  Unit 3  Convention Registration  Unit 4  Arranging Catering for the Group  Unit 5  Post-Conference TourChapter 8  Marketing and Sales  Unit 1  Advertising  Unit 2  Negotiating  Unit 3  Signing the ContractChapter 9  Complaints  Unit 1  Dealing with Complaints  Unit 2  Difficult CustomersTranscript  Chapter 1  Hospitality Industry ABC （酒店业须知）  Chapter 2  Front Office （前厅）  Chapter 3  Housekeeping （客房）  Chapter 4  Food and Beverage （餐饮）  Chapter 5  Recreation Center （康乐）  Chapter 6  Shopping Arcade （商场）  Chapter 7  Convention （会议）  Chapter 8  Marketing and Sales （营销）  Chapter 9  Complaints （投诉）Keys  Chapter 1  Hospitality Industry ABC （酒店业须知）  Chapter 2  Front Office （前厅）  Chapter 3  Housekeeping （客房）  Chapter 4  Food and Beverage（餐饮）  Chapter 5  Recreation Center （康乐）  Chapter 6  Shopping Arcade （商场）  Chapter 7  Convention （会议）  Chapter 8  Marketing and Sales （营销）  Chapter 9  Complaints （投诉）Appendix  Elementary English for Hotel Staff and Management  Elementary English for Hotel Staff and Management （饭店管理服务人员必学英语句型）  Useful Words and Expressions for Hotel Services （酒店常用词语及词组）  Famous Hangzhou Dishes （杭州著名菜肴）Bibliography （参考书目）