Unit 1
　Dialogue Samples A Long-Distance Call Reservation
　　A Group Reservation
　　Requests Unable to Be Satisfied
　Useful Expressions
　Situational Dialogues
　Text A Room Reservation
　New Words
　Phrases
　Notes
　Exercises
　Text B Internet-based Reservation
　New Words
　Phrases
　Abbreviations
　Exercises
Unit 2
　Dialogue Samples Registering a Guest Who Has a Reservation
　　Tour Group Check-in
　　Receiving a Walk-in Guest
　Useful Expressions
　Situational Dialogues
　Text A Accommodation Ratings
　New Words
　Phrases
　Abbreviations
　Notes
　Exercises
　Text B Room Categories, Views and Bedding Types
　New Words
　Phrases
　Exercises
Unit 3
　Dialogue Samples Making an International Call
　　Making a Morning Call
　　Making a House Phone Call
　Useful Expressions
　Situational Dialogues
　Text A Telephone Calls
　New Words
　Phrases
　Abbreviations
　Notes
　Exercises
　Text B Mobile Phone
　New Words
　Phrases
　Abbreviations
　Exercises
Unit 4
　Dialogue Samples Handling a Complaint About Chamber Service
　　Handling a Complaint About Lost Articles
　　Handling a Complaint About Noise
　Useful Expressions
　Situational Dialogues
　Text A Reduce Your Customers' Complaints
　New Words
　Phrases
　Notes
　Exercises
　Text B Complaints
　New Words
　Phrases
　Abbreviations
　Exercises
Unit 5
　Dialogue Samples Checking out by Credit Card
　　Checking out in Cash
　　Checking out by Company
　Useful Expressions
　Situational Dialogues
　Text A Front Office Accounting (1)
　New Words
　Phrases
　Abbreviations
　Notes
　Exercises
　Text B Front Office Accounting (2)
　New Words
　Phrases
　Abbreviations
　Exercises
Unit 6
　Dialogue Samples Offering In-room Service
　　Making Up the Room
　　Turn-down Service
　Useful Expressions
　Situational Dialogues
　Text A Hotels Housekeeping, Staff Scheduling
　New Words
　Phrases
　Abbreviations
　Notes
　Exercises
　Text B Housekeeping Department
　New Words
　Phrases
　Abbreviations
　Exercises
Unit 7
　Dialogue Samples Standard Laundry Service
　　Express Laundry Service
　　Damage Problem
　Useful Expressions
　Situational Dialogues
　Text A Develop the Hotel Laundry Service Further
　New Words
　Phrases
　Notes
　Exercises
　Text B Hotel Laundry Service Can Deliver a Mixed Bag of
Messages
　New Words
　Phrases
　Exercises
Unit 8
　Dialogue Samples Room Service
　　Baby-sitting Service
　　Maintenance
　Useful Expressions
　Situational Dialogues
　Text A Room Service or Food Delivery
　New Words
　Phrases
　Notes
　Exercises
　Text B Classification of Hotel Operation
　New Words
　Phrases
　Exercises
Unit 9
　Dialogue Samples A Reservation for a Party of Eight
　　A Table for Three
　　Requests Unable to Be Satisfied
　Useful Expressions
　Situational Dialogues
　Text A Chinese Cuisine
　New Words
　Phrases
　Notes
　Exercises
　Text B Etiquette Tips and Pitfalls
　New Words
　Phrases
　Exercises
Unit 10
　Dialogue Samples Taking Orders
　　Ordering Steak
　　Ordering Dessert
　Useful Expressions
　Situational Dialogues
　Text A French Cuisine
　New Words
　Phrases
　Notes
　Exercises
　Text B Japanese Cuisine
　New Words
　Phrases
　Exercises
Unit 11
　Dialogue Samples Paying in Cash
　　Paying with Credit Card
　　Handling a Complaint about a Wrong Bill
　Useful Expressions
　Situational Dialogues
　Text A Credit Cards
　New Words
　Phrases
　Abbreviations
　Notes
　Exercises
　Text B Different Types of Credit and Debit Cards
　New Words
　Phrases
　Exercises
Unit 12
　Dialogue Samples Asking About the Recreation and Fitness
Center
　　At the Indoor Swimming Pool
　　At the Bowling Room
　Useful Expressions
　Situational Dialogues
　Text A Fitness Center
　New Words
　Phrases
　Notes
　Exercises
　Text B Choosing Exercise for Better Health
　New Words
　Phrases
　Exercises
附录 参考答案