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
VIII
饭店酒店管理专业英语实用教程
VII
目录