Paer One THE 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 Two Reception Desk Dialogue 1Registration Dialogue 2Receiving the Individual Dialogue 3Receiving the Advance Reservation Dialogue 4Receiving a Travel Group Dialogue 5Extending the Stay
Chapter Three The 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 Four At 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 Five Telephone Operator Dialogue 1An Overseas Call Dialogue 2In-house Call Service Dialogue 3Leaving a Telephone Message Dialogue 4Answering Guest's Inquires
Chapte Six Settling Guests' Complaints Dialogue 1Settling Complaints about Air-conditioner Dialogue 2Settling Complaints about Bad Quality of Food Dialogue 3Settling Complaints about Slowness in Service
Chapter Seven The Business Center Dialogue 1Recommending Express Service Dialogue 2Typing, Photocopying Dialogue 3Receiving and Sending Fax
Chapter Eight The 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
