Unit1 An Introduction to Hotel Industry Passages Text A Text B Conversations Conversation 1: Taking a Reservation by Phone Conversation 2: Revising a Reservation Conversation 3: Suggesting Alternative Accommodation Conversation 4: The Guest's Experience: Meeting a Hotel Representative at the Airport Unit2 Front Office Operation Passages Text A Text B Conversations Conversation 1: Introducing Hotel Services Conversation 2: Welcoming a Guest (1): with a Reservation Conversation 3: Welcoming a Guest (2): without a Reservation Conversation 4: Giving Directions to the Destination Conversation 5: Filling out a Registration Form Conversation 6: Escorting a Guest to a Room Conversation 7: Orienting a Guest to a Room Conversation 8. Extending a Stay Conversation 9: On a Company Account Conversation 10: Checking in a Large Tour Group Unit3 Hotel Services Passages Text A Text B Conversations Conversation 1: Helping a Guest Ship a Parcel Conversation 2: Parking a Guest's Car Conversation 3: The Hotel Laundry Service Conversation 4: Help a Guest with Tour Package Conversation 5: Housekeeping (1): Dealing with Damage in a Room Conversation 6: Housekeeping (2): Bringing Extra Amenities to the Room Conversation 7: Housekeeping (3): Cleaning a Room Conversation 8: Room Services (1): Taking an Order Conversation 9: Room Services (2): Delivering an Order Conversation 10: Taking Messages for a Guest Conversation 11: Serving Guests in a Restaurant Conversation 12: The Guest's Experience: Signing for Drinks and Snacks Conversation 13: Using the Business Center Conversation 14: In-room Entertainment Conversation 15: Using a Family Pool Conversation 16: Using the Fitness Center Conversation 17: At the Executive Lounge Unit4 The Restaurant Passages Text A Text B Conversations Conversation 1: Taking a Restaurant Reservation by Phone Conversation 2: Accommodating Guests Who Have No Reservation Conversation 3: Explaining that No Table is Available Conversation 4: Seating Guests Conversation 5: Taking a Beverage Order and Serving Beverage Conversation 6: Taking a Meal Order Conversation 7: Serving Food Conversation 8: Serving Wine Conversation 9: Taking Dissert and Coffee Orders Conversation 10: Taking Payment at the Table Conversation 11: Taking Payment at a Register (1): a Satisfied Customer Conversation 12: Taking Payment at a Register (2): a Dissatisfied Customer Unit5 Concierge Services Unit6 Dealing with Problems Unit7 Checking Out 附錄
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