Unit 1 Reservations Part I Dialogues Part II Reading: Duties ofaReservationist Part III Further Reading: A New Way of Hotel Reservation Unit 2 Reception Part I Dialogues Part II Reading: How to Be a Qualified Front Desk Staff Part III Further Reading: Types of the Front Desk Staff in Hotels Unit 3 Concierge‘s Work Part I Dialogues Part II Reading: Introduction of Concierge‘s Work Part III Further Reading: Cultural Differences Unit 4 Housekeeping (I) Part I Dialogues Part II Reading: Duties and Responsibilities of Housekeeping Staff Part III Further Reading: Legal Obligations of the Housekeeping Department in America Unit 5 Housekeeping (II) Part I Dialogues Part II Reading: Duties of the Housekeeping Department Part III Further Reading: Room Service Procedure Unit 6 Maintenance Part I Dialogues Part II Reading: Responsibility of the Engineering Department Part III Further Reading: Various Calls to the Engineering Department Unit 7 good & Beverage (I) Part I Dialogues Part II Reading: Job Categories and Responsibilities in the F&B Service Part III Further Reading: Greeting and Seating Unit 8 Food & Beverage (11) Part I Dialogues Part II Reading: Possible Restaurant Problems Part III Further Reading: Service of Red Wines Unit 9 Handling Complaints
Part I Dialogues Part II Reading: Welcome to Trends Beauty Parlor Part III Further Reading: Beauty Tips Unit 14 At the Shopping Arcade Part I Dialogues Part II Reading: Shopping in Honolulu‘s Hot Spot Part III Further Reading: Caesars Palace Unit 15 Checkout Part I Dialogues Part II Reading: Hotel Chains Try Self-Serve Kiosks for Check-in and Checkout Part III Further Reading: A Rethink for Hotel Checkout Times 附录1：英汉饭店常用分类词汇表 附录2：2006年度全球酒店集团100强
