Unit 1 General Information About Hotel饭店概述Part Ⅰ Listening Practice听力练习Hotel's Definition and Classification Part Ⅱ Situational Dialogue场景会话DialoRue 1 An IntelTl Interview Dialogue 2 A Discussion on Hotel Internship Part Ⅲ Practice Training实操训练A．How to Write a Hotel Job Application Letter B．Practice: Job Application Letter Part Ⅳ Knowledge Link知识链接Sharing Economy and New Accommodation Types: AirBnb and CouchSurfingUnit 2 Reservation Department预订部Part Ⅰ Listening Practice听力练习The Role of Reservation Department Part Ⅱ Situational Dialogue场景会话Dialogue 1 Reservation Call Dialogue 2 Face to Face Reservation Dialogue 3 Group Reservation Call Part Ⅲ Practice Training实操训练A．What Is SOP? B．Translation Part Ⅳ Knowledge Link知识链接Overbooking Management andYield ManagementUnit 3 Front Office Department Ⅰ前厅部ⅠPart Ⅰ Listening Practice听力练习The Functions of Front Office Department Part Ⅱ Situational Dialogue场景会话Dialogue 1 Walk-in Guest Dialogue 2 A Guest with Reservation Part Ⅲ Practice Training实操训练A．Memo Writing B．Practice: Write a Memo Part Ⅳ Knowledge Link知识链接Hotels Expand Mobile Check-in OptionsUnit 4 Front Office Department Ⅱ前厅部ⅡPart Ⅰ Listening Practice听力练习Concierge Service Part Ⅱ Situational Dialogue场景会话Dialogue 1 Concierge Service——Sightseeing Advice Dialogue 2 Concierge Service——Getting Concert Tickets Dialogue 3 Bell Service Dialogue 4 Ordering aTaxi Part Ⅲ Practice Training实操训练A．Bell Service SOP B．Practice: Bell Service Conversation Part Ⅳ Knowledge Link知识链接Using Your Smartphone as Your Hotel Room KeyUnit 5 Front Office DepartmentⅢ前厅部ⅢPart Ⅰ Listening Practice听力练习Financial Control at the Hotel Part Ⅱ Situational Dialogue场景会话Dialogue 1 Book a Taxi Dialogue 2 Store the Luggage Dialogue 3 Cancel the Reservation Dialogue 4 Check Out and Get to the Airport Part Ⅲ Practice Training实操训练A．Internal Email Writing B．Practice: A Work Email Part Ⅳ Knowledge Link知识链接How Electronic Payment WorksUnit 6 Housekeeping Department Ⅰ客房部ⅠPart Ⅰ Listening Practice听力练习Housekeeping DepartmentS Role Part Ⅱ Situational Dialogue场景会话Dialogue 1 Room Cleaning Service Dialogue 2 Turn-down Service Dialogue 3 Laundry Service 1 Dialogue 4 Laundry Service 2 Part Ⅲ Practice Training实操训练A．Turn-down Service B．Translation Part Ⅳ Knowledge Link知识链接Boutique HotelUnit 7 Housekeeping Department II客房部II Part Ⅰ Listening Practice听力练习Housekeeping Services Part Ⅱ Situational Dialogue场景会话Dialogue 1 Mini-bar Refill Dialogue 2 Wi-Fi Access Dialogue 3 Lost and Found Dialogue 4 Open the Room Door Part Ⅲ Practice Training实操训练A．Customer Email Writing B．Practice: Costumer Email Part Ⅳ Knowledge Link知识链接Green Hotel PracticeUnit 8 Housekeeping Department Ⅲ客房部ⅢPart Ⅰ Listening Practice听力练习Housekeeping Department StaffDuties Part Ⅱ Situational Dialogue场景会话Dialogue 1 Medical Emergency Dialogue 2 Complaint About Laundry Service Dialogue 3 Wake-up Call Dialogue 4 Send-off Guest Part Ⅲ Practice Training实操训练A．Hotel Performance Indexes B．Translation Part Ⅳ Knowledge Link知识链接Budget HotelUnit 9 Food & Beverage Department Ⅰ餐饮部ⅠPart Ⅰ Listening Practice听力练习Subdivisions in Food & Beverage Department Part Ⅱ Situational Dialogue场景会话Dialogue 1 Restaurant Reservation Call Dialogue 2 Room Service Dialogue 3 Hotel Lounge Part Ⅲ Practice Training实操训练A．Meeting Minutes Writing B．Practice: Meeting Minutes Part Ⅳ Knowledge Link知识链接Afternoon Tea at Peninsula Hotel Hong KongUnit 10 Food & Beverage Department Ⅱ餐饮部ⅡPart Ⅰ Listening Practice听力练习Wines Part Ⅱ Situational Dialogue场景会话Dialogue 1 Taking an Order Dialogue 2 In a Bar Dialogue 3 Corkage Fees Dialogue 4 Ordering Westem Food Part Ⅲ Practice Training实操训练A．Translation B．Practice: Ordering Beer Conversation Part Ⅳ Knowledge Link知识链接Michelin GuideUnit 11 Food & Beverage DepartmentⅢ餐饮部ⅢPart Ⅰ Listening Practice听力练习Chinese Cuisines Part Ⅱ Situational Dialogue场景会话Dialogue 1 Ordering Chinese Food Dialogue 2 Ordering Chinese Dessert Dialogue 3 Paying the Bill Part Ⅲ Practice Training实操训练A．Report Writing B．Practice: A Report Part Ⅳ Knowledge Link知识链接Differences between Chinese and Western DiningUnit 12 Recreation Department康乐部Part Ⅰ Listening Practice听力练习Facilities in the Recreation Department Part Ⅱ Situational Dialogue场景会话Dialogue 1 Asking About the Gym Faculties Dialogue 2 Thai Massage and Aromatherapy Dialogue 3 Tips of Spa Service Part Ⅲ Practice Training实操训练A．Translation B．Practice: Spa Service Conversation Part Ⅳ Knowledge Link知识链接Luxury Resorts and HotelsUnit 13 Event Department会展部Part Ⅰ Listening Practice听力练习Event Department Job Summary Part Ⅱ Situational Dialogue场景会话Dialogue 1 Conference Venue Reservation Dialogue 2 Site Inspection Part Ⅲ Practice Training实操练A．How to Reply a Thank-you Note or Positive Reviews B．Practice: Reply a Thank-you Note and Online Positive Reviews Part Ⅳ Knowledge Link知识链接MICE EconomyUnit 14 Sales and Marketing Department销售部Part Ⅰ Listening Practice听力练习Hotel Sales and Marketing Department Part Ⅱ Situational Dialogue场景会话Dialogue 1 Sales Visit Dialogue 2 Benefits of Digital Marketing Part Ⅲ Practice Training实操训练A．Transiation B．Job Description Part Ⅳ Knowledge Link知识链接Digital MarketingUnit 15 Hotel Recruitment饭店招聘Part Ⅰ Listening Practice听力练习Hotel Job Hunting Skills Part Ⅱ Situational Dialogue场景会话Dialogue 1 A Job Interview 1 Dialogue 2 A Job Interview 2 Part Ⅲ Practice Training实操训练A．Resume Writing B．Practice: Resume Part Ⅳ Knowledge Link知识链接How Employee Engagement Leads to Customer Loyalty(excerpts)Unit 16 Hotel Complaints Settling and Public Crisis Handling饭店投诉解决与公共危机处理Part Ⅰ Listening Practice听力练习Hotel Complaints Part Ⅱ Situational Dialogue场景会话Dialogue 1 Complaining About the Air Conditioner Dialogue 2 Settling Complaints-TV doesnt work Dialogue 3 Problems withthe Room Dialogue 4 An Earthquake Part Ⅲ Practice Training实操训练A．How to Write a Letter ofApology and Handle a Negative Online Review B．Practice: Complain Letter and Reply Part Ⅳ Knowledge Link知识链接How to Manage Your Hotel's Online Reputation听力原文及参考答案参考文献