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
  Ap