Unit One A General Introduction to the Hotel Industry Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A A Brief Introduction to Hospitality Industry and Hospitality Management New Words Phrases and Expressions Notes to the Text Exercises Text B The Development of the Hospitality Industry and Its Classification New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Two Front Office Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A The Front Office New Words Phrases and Expressions Notes to the Text Exercises Text B Checking-in and Checking-out New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Three Housekeeping Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A The Housekeeping Department New Words Phrases and Expressions Notes to the Text Exercises Text B The Relations between Housekeeping Department and Front Office Department New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Four Food and Beverage Service Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A Food Service Management in a Hotel New Words Phrases and Expressions Notes to the Text Exercises Text B Taking Orders New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Five Fitness, Recreation Center and Business Center Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part 1I Text A Recreation Industry in the U.S. New Words Phrases and Expressions Notes to the Text Exercises Text B Facilities for Business New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Six Making Payment Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A Ways of Payment in the Hotel New Words Phrases and Expressions Notes to the Text Exercises Text B Revenue Management of the Hotel New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Seven Dealing with Complaints Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A Taking Complaints as Opportunities New Words Phrases and Expressions Notes to the Text Exercises Text B Dealing with Guests' Complaints New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Eight Security and Safety Management of the Hotel Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A The Importance of Security in a Hotel New Words Phrases and Expressions Notes to the Text Exercises Text B Security Problems in a Hotel New Words Phrases and Expressions Notes to the Text Part III Extended Reading Unit Nine Taking Biodiversity Action in a Hotel Part I Dialogues Sample Dialogue 1 Sample Dialogue 2 Useful Expressions Situational Dialogues Part II Text A The Important Role of Biodiversity New Words Phrases and Expressions Notes to the Text Exercises Text B The Eco Hotel New Words Phrases and Expressions Notes to the Text Part III Extended Reading Appendix Appendix 1 AAA's Lodging Diamond Ratings Appendix 2 Lodging Star Criteria Appendix 3 Hotel Criteria 2014 Appendix 4 Translation for the Texts Appendix 5 Key to the Exercises Postscript
