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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Terminology of Hotel Service 299
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Reference 307