Paer One THE FRONT OFFICE Chapter One Business Reservation Service Dialogue 1 Receiving a Reservation Dialogue 2 Tour Group Reservation Dialogue 3 Face to Face theReservation Dialogue 4 Revising the Reservation Dialogue 5 Cancel the Reservation Dialogue 6 No Empty Rooms Chapter Two Reception Desk Dialogue 1 Registration Dialogue 2 Receiving the Individual Dialogue 3 Receiving the AdvanceReservation Dialogue 4 Receiving a Travel Group Dialogue 5 Extending the Stay Chapter Three The Bellman Dialogue 1 Check in Services Dialogue 2 Show the Way to Her Room Dialogue 3 Delivery of Luggage Dialogue 4 Ordering a Taxi Dialogue 5 Ticket-Booking Service Chapter Four At the Information Desk Dialogue 1 Showing the Way inside theHotel Dialogue 2 Showing the Way outside theHotel Dialogue 3 Introduction Some Scenic Spot andShopping Center Dialogue 4 About the Traffic Chapter Five Telephone Operator Dialogue 1 An Overseas Call Dialogue 2 In-house Call Service Dialogue 3 Leaving a Telephone Message Dialogue 4 Answering Guest's Inquires Chapte Six Settling Guests' Complaints Dialogue 1 Settling Complaints aboutAir-conditioner Dialogue 2 Settling Complaints about BadQuality of Food Dialogue 3 Settling Complaints aboutSlowness in Service Chapter Seven The Business Center Dialogue 1 Recommending ExpressService Dialogue 2 Typing, Photocopying Dialogue 3 Receiving and Sending Fax Chapter Eight The Cashier Dialogue 1 Foreign Currency Exchange Dialogue 2 Checking in Cash Dialogue 3 Checking with Traveler'sCheck Dialogue 4 Checking by Credit Card Dialogue 5 Mis-calculation Chapter Nine At the Conference Dialogue 1 Introduction of Hotel MeetingFacilities Dialogue 2 Changing the MeetingServices Dialogue 3 Offering Special Services Part Two THE HOUSEKEEPING DEPARTMENT Chapter Ten Receiving Guests Dialogue 1 Guiding the Guest to TheirRooms Dialogue 2 Introducing the RoomFacilities Dialogue 3 About Hotel Services Chapter Eleven Chamber Service Dialogue 1 Cleaning the Room Dialogue 2 Changing the Room Dialogue 3 Adding beds Dialogue 4 Turn-down Services Dialogue 5 Claim and Damage Chapter Twelve Special Service Dialogue 1 Buying Things on Request Dialogue 2 Borrowing Something Dialogue 3 Wanting to Add Something Chapter Thirteen Laundry Service. Dialogue 1 Explaining How to Get theService Dialogue 2 Filling the Laundry Lists Dialogue 3 Choose Express Service.. Dialogue 4 Misdelivering the Laundry Chapter Fourteen Miscellaneous Service Dialogue 1 Asking for Baby-sittingService Dialogue 2 Dealing with Emergency Dialogue 3 Asking for a Doctor Dialogue 4 A Morning Call Chapter Fifteen Maintenance Serviee Dialogue l Introduction on CertainFacilities in the Room Dialogue 2 Repairing the WashingMachine Dialogue 3 Something Wrong with theToilet Part Three FOOD AND BERVERAGE DEPARTMENT Chapter Sixteen Reservation Service Dialogue 1 A Call Reservation Dialogue 2 Refusing a Reservation Dialogue 3 Cancel a Reservation Dialogue 4 Receiving the Dinner Dialogue 5 Receiving Walk-in Guests Dialogue 6 No Empty Seats Chapter Seventeen Chinese Food Dialogue 1 Ordering Chinese Dishes Dialogue 2 Recommendation Dialogue 3 Special Chinese Food Dialogue 4 Wines and Drinks in ChineseRestaurant Chapter Eighteen Serving Dishes Dialogue 1 Misserving Dialogue 2 Special Need in Dishes Dialogue 3 Complaints about the Dishes Dialogue 4 Dessert Ordering Chapter Nineteen Offering Room Serving Dialogue 1 Ordering Chinese Breakfast Dialogue 2 Ordering Western Breakfast Dialogue 3 Special Ordering Dialogue 4 Dish Delivering Chapter Twenty At the Bar Dialogue 1 Ordering Chinese Wines Dialogue 2 Ordering Western Wines Dialogue 3 Crazy Bar Dialogue 4 Chatting with a Guest Chapter Twenty-One Western Food and Buffet Dialogue 1 Dinner in a WesternRestaurant Dialogue 2 Dinner a La Carte Dialogue 3 Buffet Chapter Twenty-Two Ways of Paying Dialogue 1 Signing the Bill Dialogue 2 Paying with Credit Card Dialogue 3 Paying in Cash Dialogue 4 Explain the Bill Part Four SHOPPING Chapter Twenty-Three At the Arts and Crafts Dialogue 1 Greeting Customers Dialogue 2 Recommending Jewelry Dialogue 3 Introducing China Silk. Dialogue 4 Testing the Quality. Chapter Twenty-Four At the Souvenir Dialogue 1 Introducing China Painting Dialogue 2 Chinaware Dialogue 3 Recommending Other Products Chapter Twenty-Five At the Food Shop Dialogue 1 Introducing Local Products Dialogue 2 Introducing Tea Dialogue 3 Wrapping the Goods Part Five RECREATION AND FITNESS CENTER Chapter Twenty-Six At Sing and Dance Hall Dialogue 1 At the Night Club Dialogue 2 At the Karaoke Bar Dialogue 3 At the KTV Parlor Dialogue 4 At Dancing Hall Chapter Twenty-Seven At the Health Club Dialogue 1 Introduce the Facilities Dialogue 2 At Bowling Room Dialogue 3 At The Swimming Pool Dialogue 4 At Sauna Chapter Twenty-Eight At the Chess Dialogue 1 At Billiards Dialogue 2 Playing Bridge Dialogue 3 Getting the Membership Card Chapter Twenty-Nine At the Beauty Center Dialogue 1 At the Beauty Salon Dialogue 2 At the Barber's Dialogue 3 Facial Treatment APPENDIX I Useful Words and Terms for HotelEnglish APPENDIX II Tapescripts for Listening Exercises Reference
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