Unit 1 Meeting the Guests Unit 2 On the Way to the Hotel Unit 3 Checking in/Checking out Unit 4 Tour Arrangement Unit 5 Touring and Sightseeing Unit 6 City Tour Unit 7 Food and Beverage Unit 8 Shopping Unit 9 Entertainment Unit 10 Transportation Unit 11 Dealing with Complaints Unit 12 Handling Emergencies Unit 13 Departure 詞匯表