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Part 1 Hospitality Industry ABCs（酒店业须知）1

Unit 1 Hotel Types2

Unit 2 What Is Service?5

Unit 3 Different Guests8

Unit 4 The Future of Hotels11

Part 2 The Front Office（前厅）13

Unit 1 Room Reservations14

Unit 2 Check In17

Unit 3 The Bellman20

Unit 4 The Concierge23

Unit 5 The Operator26

Unit 6 The Cashier28

Unit 7 The Business Center31

Part 3 Housekeeping（客房服务）33

Unit 1 Facilities:Enjoying Your Stay34

Unit 2 The Executive Floors36

Unit 3 The Chamber Services39

Unit 4 The Laundry Services42

Unit 5 Other Services46

Part 4 Food and Beverage（餐饮）49

Unit 1 Reservations50

Unit 2 Receiving Diners52

Unit 3 At a Chinese Restaurant56

Unit 4 At a Westem Restaurant59

Unit 5 Breakfast62

Unit 6 At the Bar64

Unit 7 At a Banquet68

Unit 8 Eating Habits71

Part 5 At the Recreation Center（在康乐中心）73

Unit 1 At the Gym74

Unit 2 At the Sauna76

Unit 3 At the Swimming Pool79

Unit 4 At the Massage Center81

Part 6 At the Shopping Arcade（在商场）83

Unit 1 Buying Souvenirs84

Unit 2 Buying Silk Products87

Unit 3 Buying Tea89

Unit 4 Buying Arts and Crafts91

Part 7 Conventions（会议）93

Unit 1 Booking a Meeting94

Unit 2 Inspecting Convention Site97

Unit 3 Convention Registration100

Unit 4 Arranging Catering for the Group103

Unit 5 Post-conference Tour106

Part 8 Marketing and Sales（市场营销）109

Unit 1 Advertising110

Unit 2 Negotiating113

Unit 3 Signing the Contract116

Part 9 Complaints（投诉）119

Unit 1 Dealing with Complaints120

Unit 2 Difficult Customers124

Appendix（附录）127

Appendix Ⅰ Tapescripts（听力原文）127

Appendix Ⅱ Keys（参考答案）175

Appendix Ⅲ Elementary English for Hotel Staff and Management（饭店管理服务人员必学英语句型）184

Appendix Ⅳ Useful Words and Expressions for Hotel Services（酒店常用词汇）190

Appendix Ⅴ Menus of Famous Hangzhou Dishes（杭州著名菜肴）192

Appendix Ⅵ Bibliography（参考书目）194