朕  村

Unit 1  Hotel Basics 1

Learning Objectives 1

Warming Up 1

Situational Conversations 3

Conversation 1  The Sense of Service 3

Conversation 2  Choosing Your Hotel 4

Additional Useful Expressions 5

Classroom Activities 7

Reading 9

＾Green￣ Hotels and ＾Green￣ Hotels Association 9

Exercises 11

Learning Tips 13

Unit 2  Room Reservation 14

Learning Objectives 14

Warming Up 14

Situational Conversations 15

Conversation 1  Making a Reservation 16

Conversation 2  Desired Room Being Fully Booked 16

Additional Useful Expressions 18

Classroom Activities 19

Reading 20

The Duties of Reservationists 21

Exercises 22

Learning Tips 24

Unit 3  Bell Service 25

Learning Objectives 25

Warming Up 25

Situational Conversations 27

Conversation 1  Showing the Guests to Their Rooms 27

Conversation 2  Depositing Some Items 28

Additional Useful Expressions 29

Classroom Activities 31

Reading 33

The Duties of Doormen and Bellboys 33

Exercises 35

Learning Tips 38

Unit 4  Reception 39

Learning Objectives 39

Warming Up 39

Situational Conversations 41

Conversation 1  Checking in Guest with a Reservation 41

Conversation 2  Helping a Walk-in Guest 42

Additional Useful Expressions 43

Classroom Activities 44

Reading 47

The Duties of Receptionists and Reservations Clerks 47

Exercises 49

Learning Tips 51

Unit 5  Switchboard 52 

Learning Objectives 52

Warming Up 52

Situational Conversations 53

Conversation 1  Receiving a Phone Call 54

Conversation 2  Explaining the Way to Make Phone Calls 54

Conversation 3  Placing a Morning Call 55

Additional Useful Expressions 56

Classroom Activities 57

Reading 59

The Duties of Switchboard Operators 59

Exercises 61

Learning Tips 63

Unit 6  Information Service 65

Learning Objectives 65

Warming Up 65

Situational Conversations 67

Conversation 1  Information for Shopping & Sightseeing 67

Conversation 2  Giving Directions to Hotel 67

Conversation 3  Taking a Message 68

Additional Useful Expressions 69

Classroom Activities 70

Reading 72

The Duties of Hotel Desk Clerks 73

Exercises 75

Learning Tips 77

Unit 7  Foreign Exchange and Cashier¨s 78

Learning Objectives 78

Warming Up 78

Situational Conversations 80

Conversation 1  Exchanging Money 80

Conversation 2  Changing Coins 80

Conversation 3  Checking Out 81

Additional Useful Expressions 82

Classroom Activities 83

Reading 85

What Does a Cashier Pay Attention to? 85

Exercises 88

Learning Tips 89

Unit 8  Housekeeping ( I ) 90

Learning Objectives 90

Warming Up 90

Situational Conversations 92

Conversation 1  Cleaning the Room 92

Conversation 2  Turn-down Service 92

Additional Useful Expressions 94

Classroom Activities 95

Reading 97

Housekeeping Department 97

Exercises 100

Learning Tips 102

Unit 9  Housekeeping ( II ) 103

Learning Objectives 103

Warming Up 103

Situational Conversations 104

Conversation 1  Laundry 105

Conversation 2  Room Service 105

Conversation 3  Morning Call 106

Additional Useful Expressions 107

Classroom Activities 108

Reading 110

The Duties of Room Attendants 110

Exercises 112

Learning Tips 114

Unit 10  Maintenance and Safety 115

Learning Objectives 115

Warming Up 115

Situational Conversations 117

Conversation 1  The TV Doesn't Work 117

Conversation 2  Changing a Noisy Room 118

Conversation 3  Asking for a Duplicate Key 118

Additional Useful Expressions 119

Classroom Activities 120

Reading 122

Hotel Safety Regulations Abroad 122

Exercises 124

Learning Tips 127

Unit 11  Restaurant Service 128

Learning Objectives 128

Warming Up 128

Situational Conversations 129

Conversation 1  Receiving Guests 130

Conversation 2  At the Western Restaurant 130

Conversation 3  At the Chinese Restaurant 131

Additional Useful Expressions 132

Classroom Activities 134

Reading 136

The Duties of Waiters and Waitress 136

Exercises 138

Learning Tips 140

Unit 12  Bar Service 141

Learning Objectives 141

Warming Up 141

Situational Conversations 143

Conversation 1  Take Beverage Order 143

Conversation 2  Serving the Guest 143

Conversation 3  Serving the Guest 144

Additional Useful Expressions 145

Classroom Activities 147

Reading 150

What Does It Take to Become a Good Bartender? 150

Exercises 152

Learning Tips 154

Unit 13  Business Service 156

Learning Objectives 156

Warming Up 156

Situational Conversations 158

Conversation 1  Booking Flight 158

Conversation 2  Copying and Typing 159

Additional Useful Expessions 160

Classroom Activities 161

Reading 163

Welcome to Business Services 164

Exercises 165

Learning Tips 168

Unit 14  Shopping Arcade 169 

Learning Objectives 169

Warming Up 169

Situational Conversations 170

Conversation 1  Selecting a Gift 171

Conversation 2  About Chinese Arts and Crafts 172

Additional Useful Expressions 173

Classroom Activities 173

Reading 174

Main Duties of Shop Assistants 175

Exercises 177

Learning Tips 179

Unit 15  Recreation and Fitness 180

Learning Objectives 180

Warming Up 180

Situational Conversations 182

Conversation 1  At Night Club 182

Conversation 2  At Training Center 183

Additional Useful Expressions 183

Classroom Activities 184

Reading 185

Job of the Fitness Worker 186

Exercises 188

Learning Tips 190

Unit 16  Meeting Service 191

Learning Objectives 191

Warming Up 191

Situational Conversations 192

Conversation 1  Arranging a Conference 193

Conversation 2  Booking Meeting Facilities 193

Additional Useful Expressions 194

Classroom Activities 196

Reading 198

How to Choose the Right Conference Call Service 198

Exercises 200

Learning Tips 203

Keys to Exercises 204

Transcripts of the Conversations 234

Transcripts for Listening Practice 280

Terminology of Hotel Service 299

Reference 307

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