Paer OneTHE FRONT OFFICE
Chapter OneBusiness Reservation Service
Dialogue 1Receiving a Reservation
Dialogue 2Tour Group Reservation
Dialogue 3Face to Face the
Reservation
Dialogue 4Revising the Reservation
Dialogue 5Cancel the Reservation
Dialogue 6No Empty Rooms
Chapter TwoReception Desk
Dialogue 1Registration
Dialogue 2Receiving the Individual
Dialogue 3Receiving the Advance
Reservation
Dialogue 4Receiving a Travel Group
Dialogue 5Extending the Stay
Chapter ThreeThe Bellman
Dialogue 1Check in Services
Dialogue 2Show the Way to Her Room
Dialogue 3Delivery of Luggage
Dialogue 4Ordering a Taxi
Dialogue 5Ticket-Booking Service
Chapter FourAt the Information Desk
Dialogue 1Showing the Way inside the
Hotel
Dialogue 2Showing the Way outside the
Hotel
Dialogue 3Introduction Some Scenic Spot and
Shopping Center
Dialogue 4About the Traffic
Chapter FiveTelephone Operator
Dialogue 1An Overseas Call
Dialogue 2In-house Call Service
Dialogue 3Leaving a Telephone Message
Dialogue 4Answering Guest''s Inquires
Chapte SixSettling Guests'' Complaints
Dialogue 1Settling Complaints about
Air-conditioner
Dialogue 2Settling Complaints about Bad
Quality of Food
Dialogue 3Settling Complaints about
Slowness in Service
Chapter SevenThe Business Center
Dialogue 1Recommending Express
Service
Dialogue 2Typing, Photocopying
Dialogue 3Receiving and Sending Fax
Chapter EightThe Cashier
Dialogue 1Foreign Currency Exchange
Dialogue 2Checking in Cash
Dialogue 3Checking with Traveler''s
Check
Dialogue 4Checking by Credit Card
Dialogue 5Mis-calculation
Chapter NineAt the Conference
Dialogue 1Introduction of Hotel Meeting
Facilities
Dialogue 2Changing the Meeting
Services
Dialogue 3Offering Special Services
Part TwoTHE HOUSEKEEPING DEPARTMENT
Chapter TenReceiving Guests
Dialogue 1Guiding the Guest to Their
Rooms
Dialogue 2Introducing the Room
Facilities
Dialogue 3About Hotel Services
Chapter ElevenChamber Service
Dialogue 1Cleaning the Room
Dialogue 2Changing the Room
Dialogue 3Adding beds
Dialogue 4Turn-down Services
Dialogue 5Claim and Damage
Chapter TwelveSpecial Service
Dialogue 1Buying Things on Request
Dialogue 2Borrowing Something
Dialogue 3Wanting to Add Something
Chapter ThirteenLaundry Service.
Dialogue 1Explaining How to Get the
Service
Dialogue 2Filling the Laundry Lists
Dialogue 3Choose Express Service..
Dialogue 4Misdelivering the Laundry
Chapter FourteenMiscellaneous Service
Dialogue 1Asking for Baby-sitting
Service
Dialogue 2Dealing with Emergency
Dialogue 3Asking for a Doctor
Dialogue 4A Morning Call
Chapter FifteenMaintenance Serviee
Dialogue lIntroduction on Certain
Facilities in the Room
Dialogue 2Repairing the Washing
Machine
Dialogue 3Something Wrong with the
Toilet
Part ThreeFOOD AND BERVERAGE DEPARTMENT
Chapter SixteenReservation Service
Dialogue 1A Call Reservation
Dialogue 2Refusing a Reservation
Dialogue 3Cancel a Reservation
Dialogue 4Receiving the Dinner
Dialogue 5Receiving Walk-in Guests
Dialogue 6No Empty Seats
Chapter SeventeenChinese Food
Dialogue 1Ordering Chinese Dishes
Dialogue 2Recommendation
Dialogue 3Special Chinese Food
Dialogue 4Wines and Drinks in Chinese
Restaurant
Chapter EighteenServing Dishes
Dialogue 1Misserving
Dialogue 2Special Need in Dishes
Dialogue 3Complaints about the Dishes
Dialogue 4Dessert Ordering
Chapter NineteenOffering Room Serving
Dialogue 1Ordering Chinese Breakfast
Dialogue 2Ordering Western Breakfast
Dialogue 3Special Ordering
Dialogue 4Dish Delivering
Chapter TwentyAt the Bar
Dialogue 1Ordering Chinese Wines
Dialogue 2Ordering Western Wines
Dialogue 3Crazy Bar
Dialogue 4Chatting with a Guest
Chapter Twenty-OneWestern Food and Buffet
Dialogue 1Dinner in a Western
Restaurant
Dialogue 2Dinner a La Carte
Dialogue 3Buffet
Chapter Twenty-TwoWays of Paying
Dialogue 1Signing the Bill
Dialogue 2Paying with Credit Card
Dialogue 3Paying in Cash
Dialogue 4 Explain the Bill
Part FourSHOPPING
Chapter Twenty-ThreeAt the Arts and Crafts
Dialogue 1Greeting Customers
Dialogue 2Recommending Jewelry
Dialogue 3Introducing China Silk.
Dialogue 4Testing the Quality.
Chapter Twenty-FourAt the Souvenir
Dialogue 1Introducing China Painting
Dialogue 2Chinaware
Dialogue 3Recommending Other Products
Chapter Twenty-FiveAt the Food Shop
Dialogue 1Introducing Local Products
Dialogue 2Introducing Tea
Dialogue 3Wrapping the Goods
Part FiveRECREATION AND FITNESS CENTER
Chapter Twenty-SixAt Sing and Dance Hall
Dialogue 1At the Night Club
Dialogue 2At the Karaoke Bar
Dialogue 3At the KTV Parlor
Dialogue 4At Dancing Hall
Chapter Twenty-SevenAt the Health Club
Dialogue 1Introduce the Facilities
Dialogue 2At Bowling Room
Dialogue 3At The Swimming Pool
Dialogue 4At Sauna
Chapter Twenty-EightAt the Chess
Dialogue 1At Billiards
Dialogue 2Playing Bridge
Dialogue 3Getting the Membership Card
Chapter Twenty-NineAt the Beauty Center
Dialogue 1At the Beauty Salon
Dialogue 2At the Barber''s
Dialogue 3Facial Treatment
APPENDIX IUseful Words and Terms for Hotel
English
APPENDIX IITapescripts for Listening Exercises
Reference
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