Unit One A General Introduction to the Hotel Industry Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A A Brief Introduction to Hospitality Industry andHospitality Management New Words Phrases and Expressio Notes to the Text Exercises Text B The Development of the Hospitality Industry and ItsClassification New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Two Front Office Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A The Front Office New Words Phrases and Expressio Notes to the Text Exercises Text B Checking-in and Checking-out New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Three Housekeeping Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A The Housekeeping Department New Words Phrases and Expressio Notes to the Text Exercises Text B The Relatio between Housekeeping Department and FrontOffice Department New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Four Food and Beverage Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A Food Service Management in a Hotel New Words Phrases and Expressio Notes to the Text Exercises Text B Taking Orde New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Five Fitness, Recreation Center and Business Center Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part 1I Text A Recreation Industry in the U.S. New Words Phrases and Expressio Notes to the Text Exercises Text B Facilities for Business New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Six Making Payment Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A Ways of Payment in the Hotel New Words Phrases and Expressio Notes to the Text Exercises Text B Revenue Management of the Hotel New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Seven Dealing with Complaints Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A Taking Complaints as Opportunities New Words Phrases and Expressio Notes to the Text Exercises Text B Dealing with Guests' Complaints New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Eight Security and Safety Management of the Hotel Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A The Importance of Security in a Hotel New Words Phrases and Expressio Notes to the Text Exercises Text B Security Problems in a Hotel New Words Phrases and Expressio Notes to the Text Part III Extended ReadingUnit Nine Taking Biodiveity Action in a Hotel Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressio Situational Dialogues Part II Text A The Important Role of Biodiveity New Words Phrases and Expressio Notes to the Text Exercises Text B The Eco Hotel New Words Phrases and Expressio Notes to the Text Part III Extended ReadingAppendix Appendix 1 AAA's Lodging Diamond Ratings Appendix 2 Lodging Star Criteria Appendix 3 Hotel Criteria 2014 Appendix 4 Tralation for the Texts Appendix 5 Key to the ExercisesPostscript
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