Front Matter
 Chapter One Tour Guide Services
  Unit 1 Domestic Local Travel Guides
   Section I Introduction: Domestic Local Travel Guides
   Section II Intensive Reading: Etiquette of Welcoming and Seeing off Tourists
   Section III Extensive Reading: The American Express and China’s Tourism
   Section IV Writing: Reservation Confirmation Letters
   Section V Career Salon: Baggage Issues
   Section VI Useful Words & Expressions
  Unit 2 Inbound National Guides
   Section I Introduction: Inbound National Guides
   Section II Intensive Reading: The Increasing Tourism of China
   Section III Extensive Reading: How to Handle Clients’ Complaints
   Section IV Writing: Notice
   Section V Career Salon: A Safe Trip Abroad
   Section VI Useful Words & Expressions
 Chapter Two Travel Agency Services
  Unit 3 Inbound and Outbound Tour Operators
   Section I Introduction: Inbound and Outbound Tour Operators
   Section II Intensive Reading: Tour Operators
   Section III Extensive Reading: More Descriptions of Tour Operators
   Section IV Writing: Itinerary
   Section V Career Salon: Safety on Public Transportation
   Section VI Useful Words & Expressions
  Unit 4 Inbound and Outbound Tour Groups
   Section I Introduction: Tour Sale Operators
   Section II Intensive Reading: Instructions to Organizing a Tour Group
   Section III Extensive Reading: More Tips for Organizing Tour Groups
   Section IV Writing: Thank-you Letters
   Section V Career Salon: Passport Issues
   Section VI Useful Words & Expressions
  Unit 5 Customer Service
   Section I Introduction: Customer Service Agents
   Section II Intensive Reading: How to Handle Customer Complaints Effectively
   Section III Extensive Reading: Six Rules to Squash a Customer's Complaint
   Section IV Writing: Complaint Reply Letters
   Section V Career Salon: Law Issues
   Section VI Useful Words & Expressions
   Chapter Three Hotel Services
  Unit 6 Hotel Housekeeping
   Section I Introduction: Hotel Housekeepers
   Section II Intensive Reading: Duties and Responsibilities of Hotel Housekeepers
   Section III Extensive Reading: Problems with Hotel Housekeeping
   Section IV Writing: Laundry Forms
   Section V Career Salon: Hotel Security Basics
   Section VI Useful Words & Expressions
  Unit 7 Food and Beverage
   Section I Introduction: Food and Beverage Department
   Section II Intensive Reading: Etiquette of Western Dining and Western Tableware
   Section III Extensive Reading: The Story of Tips
   Section IV Writing: Farewell Speech
   Section V Career Salon: Tips on Food Safety
   Section VI Useful Words & Expressions
  Unit 8 Hotel Recreation
   Section I Introduction: Hotel Recreation Department
   Section II Intensive Reading: Features to Look for in Business Hotels
   Section III Extensive Reading: Future Singapore Hotels
   Section IV Writing: Telephone Messages
   Section V Career Salon: Dealing with Emergency
   Section VI Useful Words & Expressions
  Useful Words & Expressions