| Unit One An Overview of the Hotel Business Text A A Brief History of the Hotel Industry Text B Hotels and Their Classifications Dialog Ⅰ At the Human Resources Department Dialog Ⅱ Orientation (1) --Ethics Integrity Dialog Ⅲ Orientation (2) --Grooming Exercises Unit Two Front Office(Ⅰ) Text A Front Office Text B Reservation Dialog Ⅰ A Long Distance Call Reservation Dialog Ⅱ A Group Reservation Dialog Ⅲ Revising the Reservation Exercises Unit Three Front Office(Ⅱ) Text A Check-in Text B Guest Services Dialog Ⅰ Receiving Walk-in Guests Dialog Ⅱ Extending the Stay Dialog Ⅲ Orientation on Concierges Work Exercises Unit Four Front Office(Ⅲ) Text A Check-out Text B Cashier and Night Auditor Dialog Ⅰ Foreign Currency Exchange Dialog Ⅱ Check-out Dialog Ⅲ Checking Guest Account Exercises Unit Five Communications Text A Communications Text B Telephone Room Dialog Ⅰ Sending a Fax Dialog Ⅱ Printing Dialog Ⅲ Telephone Service Exercises Unit Six Housekeeping Text A Housekeeping Department Text B Guestroom Cleaning Dialog Ⅰ Chamber Service Dialog Ⅱ Laundry Service Dialog Ⅲ Baby-sitting Service Exercises Unit Seven Food Service Text A Organization of Food and Beverage Department Text B Restaurant Service Dialog Ⅰ Taking Orders Dialog Ⅱ Room Service Dialog Ⅲ Banqueting Service Exercises Unit Eight Beverage Service Text A Beverage Service Text B Wine Facts Dialog Ⅰ At a Restaurant Dialog Ⅱ Bar Service Dialog Ⅲ Liqueur Service Exercises Unit Nine Kitchen Text A Kitchen Planning Text B Types of Kitchen Dialog Ⅰ Bakery Dialog Ⅱ Cold Items Dialog Ⅲ Working as the CheFs Assistant Exercises Unit Ten Recrcation(Ⅰ) Text A Recreational Center Text B Recreational Offerings at Resorts Dialog Ⅰ At the Indoor Swimming Pool Dialog Ⅱ At the Bowling Room Dialog HI At the Gymnasium Exercises Unit Eleven Recrcation(Ⅱ) Text A Searching for a Healthier Lifestyle Text B Common Recreational Activities Dialog Ⅰ "Sauna Is One of the Great Pleasure of Life" Dialog Ⅱ "Massage not only Relaxes the Muscles but also Eases the Pain" Dialog Ⅲ "I Would Like to Try a New Hair Style This Time" Exercises Unit Twelve Shopping Text A Hotel Shop Text B Shopping on the Web Dialog Ⅰ Showing the Guests around the Arcade Dialog Ⅱ Buying Silk Fabrics Dialog Ⅲ At the Chinese Folk Art Counter Exercises Unit Thirteen Security Text A Hotel Security (Ⅰ) Text B Hotel Security (Ⅱ) Dialog Ⅰ Orientation on Fire Preventing and Fire Fighting Dialog Ⅱ Preventing a False Claim Dialog Ⅲ Offering First Aid Exercises Unit Fourteen Engineering and Maintenance Text A Engineering and Maintenance Text B Maintenance Activities Dialog Ⅰ The Maintenance in the Guest Room Dialog Ⅱ A Car Servicing Appointment Dialog Ⅲ Dealing with an Elevator Accident Exercises Unit Fifteen Marketing Text A Marketing and Selling Text B Common Sales Tools Dialog Ⅰ Convention Sales Call Dialog Ⅱ Extending the Sale Dialog ⅠtI Talking about Hotel Reservations Exercises Unit Sixteen Controllers Text A Controllers Department Text B Budgeting Dialog Ⅰ Normal Credit Control Dialog Ⅱ Daily Income Audit Dialog Ⅲ Month-end Stock Take Exercises Unit Seventeen General Manager Text A The General Manager Text B The General Managers Meetings Dialog Ⅰ Solving the Guests Complaint Dialog Ⅱ Increasing the Average Rates Dialog Ⅲ Making Travel Preparations Exercises |
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