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Chapter One Tour Guide ServicesUnit 1 Domestic Local Travel Guides Section I Introduction£ºDomestic Local Travel Guides Section II Intensive Reading£ºEtiqffettd of Welcoming and Seeing off TouriS Section III Extensive Reading£ºThe American Express and China's Tourism Section IV Writing£ºReservotion Confirmation Letters Section V Career Salon£ºBaggage Issues Section VI Useful Words&ExpressionsUnit 2 Inbound National Guides Section I Introduction£ºInbound Naiional Guides Section II Intensive Reading£ºThe Increasing Tourism of China Section III Extensive Reading: How to Hdndle Clients'Complaints Section IV Writing£ºNotice Section V Career Salon£ºA Safe Trip Abrbad Section VI Useful Words&Expressions Chapter Two Travel Agency ServicesUnit 3 Inbound and Outbound Tour Operators Section I Introduction£ºInbound and 0UtbOund Tour Operators Section II Intensive Reading£ºTour Operators Section III Extensive Reading£ºMore Descriptions of Tour Operators Section IV Writing£ºItinerary Section V Career Salon£ºSafety on Public Transportation Section VI Useful Words&EkpressionsUnit 4 Inbound and 0utbound Tour Groups Section I Introduction£ºTour Sale Operators Section II Intensive Reading£ºInstructions to Organizing a Tour Group Section III Extensive Reading£ºMore rips|or Organizing Tour Groups Section JV Writing£ºThank-you Le~ers Section V Career Salon£ºPassport Issues Section VI Useful Words&ExpressionsUnit 5 Customer Service Section I Introduction£ºCustomer Se,~ce Agents Section II Intensive Reading£ºHow to Handle Customer Complaints Effectively Section III Extensive Reading£ºSixRuleslto Squash o Gustomefs Complaint Section IV Writing£ºComplaint Reply Letters Section V Career Salon£ºLaw Issues Section VI Useful Words£¦ExpressionsChapter Three Hotei ServicesUnit 6 Hotel Housekeeping Section I Introduction£ºHotel Houseke#pers Section II Intensive Reading£ºDuties and Responsibilities of Hotel Housekeepers Section III Extensive Reading£ºProblem with Hotel Housekeeping SecHon IV Writing£ºLaundryFormg Section V Career Salon£ºHotel Security Basics Section Vl Useful Words£¦ExpressionsUnit 7 Food and Beverage Section I Introduction£ºFood and£ºBeverage Department Section II Intensive Reading£ºEtiquette of Western Dining and Western table ware Section III Extensive Reading The£»Story of Tips Section IV Writing£ºFarewell Speech Section V Career Salon£ºT£¯ps on Fbod Safety Section VI Useful Words&Expressions Unit 8 Hotel Recreation Section I Introduction£ºHotel Recreatidn Department Section II Intensive Reading£ºFeatures to Lookfor in"Businesg Hotels Section III Extensive Reading£ºFuture Singapore Hotels Section IV Writing£ºTelephone Messages Section V Career Salon£ºDealing withEmergency Section VI Useful Words&ExpressionsUseful Words&Expressions