前辅文
 Workshop One English for Front Office
  Unit 1 Room Reservation
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 FIT Reservation (Basic Procedures )
     Dialogue 2 A Group Reservation
     Dialogue 3 We Are Fully Booked
    ◆ Classroom Activities
   Part Three Extended Reading
    Room Reservation
   Part Four Exercises
  Unit 2 Reception
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 A Guest with Advance Reservation Checks in
     Dialogue 2 Registering a Tour Group
     Dialogue 3 Receiving a Walk-in Guest
     Dialogue 4 Money Exchange
    ◆ Classroom Activities
   Part Three Extended Reading
    What Should Hotel Receptionists Do?
   Part Four Exercises
  Unit 3 Bell Service
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Receiving a Guest & Bringing Him to His Room
     Dialogue 2 Running Errands for Guests
     Dialogue 3 Getting Down the Luggage before the Guests Check out
     Dialogue 4 Hiring a Taxi
    ◆ Classroom Activities
   Part Three Extended Reading
    The Front Desk Employees
   Part Four Exercises
  Unit 4 Executive Floor
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 VIP Registration
     Dialogue 2 Meeting Room and Business Center Service
     Dialogue 3 Executive Lounge
    ◆ Classroom Activities
   Part Three Extended Reading
    What Is the Executive Floor in Hotels?
   Part Four Exercises
  Unit 5 Telephone Operator
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 An Overseas Call
     Dialogue 2 Morning Call
     Dialogue 3 Taking a Message
     Dialogue 4 Meeting the Requirements of Guests
    ◆ Classroom Activities
   Part Three Extended Reading
    Telephone Calls
   Part Four Exercises
  Unit 6 Information
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Inquiring about Telephone Fee
     Dialogue 2 Giving Information
     Dialogue 3 Posting a Letter
     Dialogue 4 Giving Directions
    ◆ Classroom Activities
   Part Three Extended Reading
    Ways of Categorizing Hotels
   Part Four Exercises
  Unit 7 Complaints
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Misunderstandings at the Front Desk
     Dialogue 2 All Is a Mess
     Dialogue 3 Changing a Room
     Dialogue 4 Missing
    ◆ Classroom Activities
   Part Three Extended Reading
    How to Deal with Complaints?
   Part Four Exercises
  Unit 8 Paying the Bill and Checking out
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Paying by Credit Card
     Dialogue 2 Paying Cash in U.S. Dollars
     Dialogue 3 Checking out
    ◆ Classroom Activities
   Part Three Extended Reading
    What Does a Cashier Pay Attention to?
   Part Four Exercises
 Workshop Two English for Housekeeping Department
  Unit 9 Room Cleaning
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Housekeeping (Basic Procedures)
     Dialogue 2 Being Asked to Clean the Room Earlier
     Dialogue 3 Turn-down Service
    ◆ Classroom Activities
   Part Three Extended Reading
    Housekeeping Department
   Part Four Exercises
  Unit 10 Guests’ Requests
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Baby-sitting Service
     Dialogue 2 Asking for an Extra Bed
     Dialogue 3 Borrowing Something
    ◆ Classroom Activities
   Part Three Extended Reading
    Some Other Hotel Services
   Part Four Exercises
  Unit 11 Laundry and Valet Service
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Taking Laundry
     Dialogue 2 Express Laundry Service
     Dialogue 3 Damage Problems
     Dialogue 4 Delivering Laundry by Mistake
    ◆ Classroom Activities
   Part Three Extended Reading
    What Do Customers Really Want?
   Part Four Exercises
  Unit 12 Room Service
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 The Procedure of Room Service
     Dialogue 2 Ordering Breakfast
    ◆ Classroom Activities
   Part Three Extended Reading
    Room Service or Food Delivery
   Part Four Exercises
  Unit 13 Lost and Found
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 My Camera Is Missing
     Dialogue 2 Mailing the Lost Property to Its Owner
    ◆ Classroom Activities
   Part Three Extended Reading
    Hotel Services
   Part Four Exercises
  Unit 14 Problems and Maintenance
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Television Problems
     Dialogue 2 The Smoke Detector Is Flashing
     Dialogue 3 There Is Something Wrong with the Toilet
     Dialogue 4 People Next Door Are Very Noisy
     Dialogue 5 The Light Is Too Dim
     Dialogue 6 The Air Conditioner Problems
    ◆ Classroom Activities
   Part Three Extended Reading
    Engineering
   Part Four Exercises
  Unit 15 Health Club
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Asking about the Recreation and Fitness Center
     Dialogue 2 At the Indoor Swimming Pool
     Dialogue 3 At the Bowling Room
    ◆ Classroom Activities
   Part Three Extended Reading
    Fitness Center
   Part Four Exercises
 Workshop Three English for Food and Beverage Department
  Unit 16 Table Reservation
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Accepting a Reservation
     Dialogue 2 Requests Unable to Be Satisfied
    ◆ Classroom Activities
   Part Three Extended Reading
    Food and Beverage Department
   Part Four Exercises
  Unit 17 Receiving Diners
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Seating Guests
     Dialogue 2 There Isn’t a Table
     Dialogue 3 Seating Walk-in Guests
    ◆ Classroom Activities
   Part Three Extended Reading
    Restaurants Categorized by Services
   Part Four Exercises
  Unit 18 Chinese Food Restaurant
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 A Chinese Breakfast
     Dialogue 2 Introducing Chinese Food
     Dialogue 3 Ordering a Chinese Dinner
     Dialogue 4 A Special Meal
    ◆ Classroom Activities
   Part Three Extended Reading
    Chinese Cuisine
   Part Four Exercises
  Unit 19 Western Food Restaurant
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Having the Continental Breakfast
     Dialogue 2 At the Western Restaurant
     Dialogue 3 Recommend Western Food
    ◆ Classroom Activities
   Part Three Extended Reading
    Meals
   Part Four Exercises
  Unit 20 Buffet and Coffee Shop
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Buffet
     Dialogue 2 At Coffee Shop
     Dialogue 3 Coffee Break
    ◆ Classroom Activities
   Part Three Extended Reading
    Table Manners
   Part Four Exercises
  Unit 21 Complaints and Payment
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 Complaints about Food (Ⅰ)
     Dialogue 2 Complaints about Food (Ⅱ)
     Dialogue 3 Complaints about Service (Ⅰ)
     Dialogue 4 Complaints about Service (Ⅱ)
    ◆ Classroom Activities
   Part Three Extended Reading
    Learn to Be Good at Conversation
   Part Four Exercises
  Unit 22 Beverage Service
   Part One Key Points for Teaching, Learning & Assessment in the Unit
    ◆ Learning Objectives
    ◆ Key Points in the Unit
   Part Two Simulation Training
    ◆ New Words and Technical Terms
    ◆ Sentence Patterns
    ◆ Sample Dialogues
     Dialogue 1 At a Restaurant
     Dialogue 2 Chatting in the Bar
     Dialogue 3 At the Bar
    ◆ Classroom Activities
   Part Three Extended Reading
    Beverage Service
   Part Four Exercises
 Appendix Commonly Used Words and Terms in Hotels
 References