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Part One The Front Office 3

Unit 1 Room Reservations 3

Dialogue 1 A Long Distance Call Reservation 3

Dialogue 2 A Group Reservation 4

Dialogue 3 An Individual Reservation 5

Unit 2 At the Reception Desk 15

Dialogue 1 Registering an Individual Guest 15

Dialogue 2 Receiving a Tour Group 16

Dialogue 3 Extending Stay 17

Unit 3 The Bellboy 26

Dialogue 1 Showing a Guest to the Floor 26

Dialogue 2 Introducing the Room Facilities 27

Dialogue 3 Running Errands for the Guest 28

Unit 4 The Cashier 38

Dialogue 1 Exchanging Money 38

Dialogue 2 Checking Out 39

Dialogue 3 Paying with Credit Cards 40

Unit 5 At the Business Center 48

Dialogue 1 Mail Service 48

Dialogue 2 Internet Service 49

Dialogue 3 Sending a Fax 50

Unit 6 Changing the Room 58

Dialogue 1 Changing the Room 58

Dialogue 2 It's Too Noisy 59

Dialogue 3 A Room with A King-size Bed 60

Part Two The Housekeeping Department 71

Unit 1 Making up the Room 71

Dialogue 1 Could You Do Our Room First Next Time 71

Dialogue 2 What Time to Clean Your Room 72

Dialogue 3 Turn-down Service 73

Unit 2 Laundry Service 83

Dialogue 1 Introducing Laundry Service 83

Dialogue 2 Express Laundry Service 84

Dialogue 3 In the Laundry 85

Unit 3 Wake-up Call Service ＆ Special Service 96

Dialogue 1 Wake-up Call Service 96

Dialogue 2 Baby-sitting Service 97

Dialogue 3 Preparing for a Birthday Party 98

Unit 4 Miscellaneous Service 108

Dialogue 1 Maintenance Service 108

Dialogue 2 Complaints 109

Dialogue 3 The Lost Diamond Earrings 111

Part Three Food and Beverage Department 123

Unit 1 Chinese Restaurant 123

Dialogue 1 Reserving a Table 123

Dialogue 2 At a Chinese Restaurant 124

Dialogue 3 Chinese Cuisine 125

Unit 2 Western Restaurant 134

Dialogue 1 At a Western Restaurant 134

Dialogue 2 Dining à la Carte 135

Dialogue 3 Wine Sales 136

Unit 3 Coffee Shop 147

Dialogue 1 American-Style Breakfast 147

Dialogue 2 A Light Lunch 148

Dialogue 3 Afternoon Tea 149

Unit 4 Dealing with Complaints 158

Dialogue 1 Spilt Drinks 158

Dialogue 2 Tough Steak 159

Dialogue 3 Slow Service 160

Part Four Shopping and Entertaining Services 173

Unit 1 At the Shopping Arcade 173

Dialogue 1 At the Souvenirs Counter 173

Dialogue 2 Recommending the Four Treasures of the Study 174

Dialogue 3 Showing a Toy 175

Unit 2 At the Arts and Crafts Counter 185

Dialogue 1 Introducing Jingdezhen Porcelain Ware 185

Dialogue 2 Being interested in the Jewellery 186

Dialogue 3 Carving a Name-seal 187

Unit 3 Recreation Center 196

Dialogue 1 At the Karaoke Bar 196

Dialogue 2 At the Ball Room 197

Dialogue 3 Enjoying Singing and Dancing 198

Unit 4 Hair Dressing 207

Dialogue 1 At the Barber's 207

Dialogue 2 At the Hairdresser's 208

Dialogue 3 At the Beauty Salon 208

Unit 5 Sports 217

Dialogue 1 At the Fitness Center 217

Dialogue 2 At the Swimming Pool 218

Dialogue 3 At the Gymnasium 219

Unit 6 Entertainment Activities 227

Dialogue 1 Foot Massage 227

Dialogue 2 Head Massage 227

Dialogue 3 Sauna 228

Appendix 238

Key to Exercises 271

参考书目 293

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