Part One Situational Dialogues
Unit1 Making Reservations
Unit2 Check in
Unit3 Bell Service
Unit4 Concierge Service
Unit5 Chamber Service
Unit6 Laundry and Valet Services
Unit7 Guest Service
Unit8 At a Chinese Restaurant
Unit9 At a Western Restaurant
Unit10 Business and Entertainment Services
Unit11 Sales Promotion
Unit12 Public Relations
Unit13 Complaints
Unit14 Check out
Part Two Readings
Unit1 Hotels in World
Unit2 Ways of Categorizing Hotels
Unit3 Serviced Accommodation
Unit4 Self-service Accommodation
Unit5 The Front Office
Unit6 The Housekeeping
Unit7 The Food and Beverage
Unit8 Marketing

Exercises Key
Reference