饭店实用英语（普通高等教育旅游与饭店管理专业系列规划教材）

Unit1  An Introduction to Hotel Industry
  Passages
  Text A
  Text B
  Conversations
  Conversation 1: Taking a Reservation by Phone
  Conversation 2: Revising a Reservation
  Conversation 3: Suggesting Alternative Accommodation
  Conversation 4: The Guest's Experience: Meeting a Hotel
Representative at the Airport
Unit2  Front Office Operation
  Passages
  Text A
  Text B
  Conversations
  Conversation 1: Introducing Hotel Services
  Conversation 2: Welcoming a Guest (1): with a Reservation
  Conversation 3: Welcoming a Guest (2): without a Reservation
  Conversation 4: Giving Directions to the Destination
  Conversation 5: Filling out a Registration Form
  Conversation 6: Escorting a Guest to a Room
  Conversation 7: Orienting a Guest to a Room
  Conversation 8. Extending a Stay
  Conversation 9: On a Company Account  
  Conversation 10: Checking in a Large Tour Group
Unit3  Hotel Services
  Passages
  Text A
  Text B
  Conversations
  Conversation 1: Helping a Guest Ship a Parcel
  Conversation 2: Parking a Guest's Car
  Conversation 3: The Hotel Laundry Service
  Conversation 4: Help a Guest with Tour Package
  Conversation 5: Housekeeping (1): Dealing with Damage in a Room
  Conversation 6: Housekeeping (2): Bringing Extra Amenities to the
Room
  Conversation 7: Housekeeping (3): Cleaning a Room
  Conversation 8: Room Services (1): Taking an Order
  Conversation 9: Room Services (2): Delivering an Order
  Conversation 10: Taking Messages for a Guest
  Conversation 11: Serving Guests in a Restaurant
  Conversation 12: The Guest's Experience: Signing for Drinks and
Snacks 
  Conversation 13: Using the Business Center
  Conversation 14: In-room Entertainment
  Conversation 15: Using a Family Pool
  Conversation 16: Using the Fitness Center
  Conversation 17: At the Executive Lounge
Unit4  The Restaurant
  Passages
  Text A
  Text B
  Conversations
  Conversation 1: Taking a Restaurant Reservation by Phone
  Conversation 2: Accommodating Guests Who Have No Reservation
  Conversation 3: Explaining that No Table is Available
  Conversation 4: Seating Guests
  Conversation 5: Taking a Beverage Order and Serving Beverage
  Conversation 6: Taking a Meal Order
  Conversation 7: Serving Food
  Conversation 8: Serving Wine
  Conversation 9: Taking Dissert and Coffee Orders
  Conversation 10: Taking Payment at the Table
  Conversation 11: Taking Payment at a Register (1): a Satisfied
Customer
  Conversation 12: Taking Payment at a Register (2): a Dissatisfied
Customer
Unit5  Concierge Services
Unit6  Dealing with Problems
Unit7  Checking Out
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