Unit One Hotel Basics Situational Conversations Conversation 1 The Sense of Service Conversation 2 Choosing Your Hotel Summary of the Useful Expressions Classroom Activities Reading “Green” Hotels and “Green” Hotels Association Exercises Unit Two Room Reservation Situational Conversations Conversation 1 Making a Reservation Conversation 2 Desired Room Being Fully Booked Summary of the Useful Expressions Classroom Activities Reading The Duties of Reservationists Exercises Unit Three Bell Service Situational Conversations Conversation 1 Showing the Guests to Their Rooms Conversation 2 Depositing Some Valuable Items Summary of the Useful Expressions Classroom Activities Reading The Duties of Doormen and Bellboys Exercises Unit Four Reception Situational Conversations Conversation 1 Checking in Guest with a Reservation Conversation 2 Helping a Walkin Guest Summary of the Useful Expressions Classroom Activities Reading The Duties of Receptionists and Reservation Clerks Exercises Unit Five Switchboard Situational Conversations Conversation 1 Receiving a Phone Call Conversation 2 Explaining the Way to Make Phone Calls Summary of the Useful Expressions Classroom Activities Reading The Duties of Switchboard Operators Exercises Unit Six Information Service Situational Conversations Conversation 1 Asking the Way Conversation 2 City Tour Conversation 3 Leaving a Message Summary of the Useful Expressions Classroom Activities Reading The Duties of Hotel Desk Clerks Exercises Unit Seven Foreign Exchange and Cashiers Situational Conversations Conversation 1 Exchanging Money Conversation 2 Changing Coins Conversation 3 Checking Out Summary of the Useful Expressions Classroom Activities Reading What Does a Cashier Pay Attention to? Exercises Unit Eight Housekeeping (Ⅰ) Situational Conversations Conversation 1 Cleaning the Room Conversation 2 Turndown Service Summary of the Useful Expressions Classroom Activities Reading Housekeeping Department Exercises Unit Nine Housekeeping (Ⅱ) Situational Conversations Conversation 1 Laundry Conversation 2 Room Service Summary of the Useful Expressions Classroom Activities Reading The Duties of Room Attendants Exercises Unit Ten Maintenance and Safety Situational Conversations Conversation 1 My Key Card Doesnt Work Conversation 2 I Cant Stay Here Any Longer Summary of the Useful Expressions Classroom Activities Reading Hotel Safety Regulations Abroad Exercises Unit Eleven Restaurant Service Situational Conversations Conversation 1 Receiving Guests Conversation 2 Taking Orders and Giving Advice Summary of the Useful Expressions Classroom Activities Reading The Duties of Waiters and Waitress Exercises Unit Twelve Bar Service Situational Conversations Conversation 1 On Duty Conversation 2 Serving the Guest Summary of the Useful Expressions Classroom Activities Reading What Does It Take to Become a Good Bartender? Exercises Unit Thirteen Business Service Situational Conversations Conversation 1 Booking Air Tickets Conversation 2 Copying and Typing Summary of the Useful Expressions Classroom Activities Reading Welcome to Business Services Exercises Unit Fourteen Shopping Arcade Situational Conversations Conversation 1 Choosing a Pearl Necklace Conversation 2 At the Arts and Crafts Counter Summary of the Useful Expressions Classroom Activities Reading Main Duties of Shop Assistants Exercises Unit Fifteen Recreation and Fitness Situational Conversations Conversation 1 In the Night Club Conversation 2 In the Fitness Center Summary of the Useful Expressions Classroom Activities Reading Job of the Fitness Worker Exercises Unit Sixteen Meeting Service Situational Conversations Conversation 1 Arranging a Conference Conversation 2 Booking Facilities and Personnel 1 Summary of the Useful Expressions Classroom Activities Reading How to Choose the Right Conference Call Service 5 Exercises Appendix Terminology of Hotel Service Reference
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