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Unit One Arrival1

Lesson One1

Dialogue 1 Customs Examination1

Dialogue 2 At the Customs2

Reading Baggage and the Customs Inspector5

Lesson Two9

Dialogue 1 Meeting Guests at the Airport9

Dialogue 2 On the Way to the Hotel10

Reading The Airlines12

Unit Two Front Office16

Lesson One16

Dialogue 1 Reservation16

Dialogue 2 Fully Booked17

Reading Advance Reservations and Room Type in a Hotel19

Lesson Two23

Dialogue 1 Registering Individual Guest23

Dialogue 2 Changing the Room at the Reception Desk24

Reading The Front Desk26

Lesson Three30

Dialogue 1 The Bellman and Running Errands for the Guest30

Dialogue 2 Bell Service31

Reading The Front Desk Employees33

Lesson Four37

Dialogue 1 At the Information Desk37

Dialogue 2 Inquiring about Scenic Spots and Chinese Dishes38

Reading Guest Services41

Lesson Five44

Dialogue 1 Explaining the Bill at the Cashier Desk44

Dialogue 2 Foreign Currency Exchange45

Reading Cashiers47

Lesson Six51

Dialogue 1 Misunderstanding at Front Desk51

Dialogue 2 Complaints： All Is a Mess52

Reading How to Deal with Hotel Complaints54

Unit Three Housekeeping58

Lesson One58

Dialogue 1 Guiding Guests to Their Rooms58

Dialogue 2 About the Hotel Services59

Reading The Housekeeping62

Lesson Two66

Dialogue 1 Making up the Room66

Dialogue 2 Nightly Turn-down Service67

Reading Chamber Service70

Lesson Three73

Dialogue 1 Explaining How to Get Laundry Service73

Dialogue 2 Suggesting the Express Service74

Reading Laundry and Valet Service77

Lesson Four80

Dialogue 1 About Room Service80

Dialogue 2 At Tea Time81

Reading Room Service83

Lesson Five87

Dialogue 1 A Morning Call87

Dialogue 2 Wake-up Call Service88

Reading Serviced Accommodation90

Lesson Six94

Dialogue 1 Lost and Found （1）94

Dialogue 2 Lost and Found （2）95

Reading Marketing of Hotel97

Lesson Seven100

Dialogue 1 Buying Things on Request100

Dialogue 2 Providing Something Extra on Request101

Reading Ways of Categorizing Hotels102

Lesson Eight106

Dialogue 1 Complaints about Room Cleaning106

Dialogue 2 Complaints about Laundry107

Reading Customer Complaints109

Unit Four Food and Beverage112

Lesson One112

Dialogue 1 A Part-time Job Interview112

Dialogue 2 An Interview on Waitress113

Reading Organization of the Food and Beverage Department115

Lesson Two119

Dialogue 1 Making a Reservation119

Dialogue 2 Booking a Table at a Restaurant120

Reading Catering Manager122

Lesson Three127

Dialogue 1 Seating the Guests127

Dialogue 2 Recommending Food and Drinks128

Reading Training New Employees130

Lesson Four135

Dialogue 1 Ordering in a Restaurant135

Dialogue 2 Ordering a Dinner136

Reading Restaurant Service140

Lesson Five144

Dialogue 1 Serving the Dishes144

Dialogue 2 Refreshments145

Reading Training Programs148

Lesson Six153

Dialogue 1 Complaining about Food153

Dialogue 2 Mis-serving and Complaining154

Reading Have You Any Complaints？157

Lesson Seven161

Dialogue 1 At the Bar161

Dialogue 2 Chinese Liquors and Wines162

Reading Beverage Service165

Lesson Eight170

Dialogue 1 Taking an à la Carte Order for Chinese-Style Food170

Dialogue 2 Talking about Chinese Food171

Reading Chinese Local Cuisine174

Lesson Nine179

Dialogue 1 Taking an Order for Western-style Breakfast179

Dialogue 2 Serving the Western-style Dinner180

Reading American Cooking183

Lesson Ten187

Dialogue 1 Signing the Bill and Paying with Credit Card187

Dialogue 2 Explaining the Bill and the Credit Limit188

Reading Traveler's Checks and Credit Cards191

Unit Five Recreation Service195

Lesson One195

Dialogue 1 Introducing Health Club Facilities195

Dialogue 2 At the Indoor Swimming Pool196

Reading The Importance of Sports198

Lesson Two202

Dialogue 1 In the Sauna House202

Dialogue 2 At the Bowling Center203

Reading The Operation of Recreation205

Unit Six Shopping209

Lesson One209

Dialogue 1 Recommending Traditional Chinese Crafts209

Dialogue 2 Recommending Typical Chinese Toys211

Reading Chinese Crafts214

Lesson Two217

Dialogue 1 Buying Jade Carvings217

Dialogue 2 Fashion218

Reading Jade， Ivory and Wood Carving220

Lesson Three224

Dialogue 1 Talking about Tea224

Dialogue 2 Chinese Medicine and Tonics225

Reading Tea228

Lesson Four232

Dialogue 1 Introducing an Embroidered Bamboo Scroll232

Dialogue 2 Buying Jewelry233

Reading Chinese Paintings and Pictures234

Lesson Five238

Dialogue 1 Chinese Seal Cutting， Calligraphy and Paintings238

Dialogue 2 The Four Treasures of Study239

Reading The Four Treasures of Study242

Lesson Six246

Dialogue 1 In the Shopping Mall246

Dialogue 2 Showing a Guest round the Store247

Reading Antiques249

Unit Seven Sightseeing253

Lesson One253

Dialogue 1 Discussing the Itinerary253

Dialogue 2 At Jiuzhaigou Valley254

Reading Jiuzhaigou Valley256

Lesson Two260

Dialogue 1 Sightseeing in Lushan260

Dialogue 2 A Trip in Guilin261

Reading The West Lake of Hangzhou263

Lesson Three266

Dialogue 1 A Trip to Yu Yuan Garden266

Dialogue 2 A Chat on the Scenic Spot267

Reading The Summer Palace269

Lesson Four272

Dialogue 1 Visiting the Confucius Temple272

Dialogue 2 Chatting about the Longmen Caves273

Reading Chinese Murals276

Unit Eight Departure279

Lesson One279

Dialogue 1 On the Way to the Scenic Spot279

Dialogue 2 Services in the Scenic Spot280

Reading The Role of a Tour Guide283

Lesson Two287

Dialogue 1 Seeing Guests off287

Dialogue 2 Checking in at the Airport288

Reading A Farewell Speech290