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Unit One Greetings and Sending off
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Unit Two Asking about Public and Business Areas
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Unit Three Asking the Guest to Wait and Offering Help
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Unit Four Making Phone Calls
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Unit Five COngratuIatiOns and Appreciations
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Unit Six Requests and Complaints
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Unit Seven Sympathy and Care
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Unit Eight Fondness and Satisfactions
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Unit Nine The Front 0Ǫice
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Unit Ten H0uSekeeping
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Unit Eleven Food£¦Beverage
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Unit Twelve At the Bank
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Part One Opening a Bank Account
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Part Two Asking about Deposit
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Part Three Asking about Savings
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Part Four Asking to Change Money
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Unit Thirteen At the Customs
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Part 0ne At the Customs
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Part Two Anything to Declare
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Part Three Paying Duty on a Computer
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Part Four Going Through the Customs Formalities
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Unit Fourteen At the Post Office
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Part One Sending a Letter
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Part Two Posting a Letter
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Pan Three Sending a Parcel
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Part Four Sending Money
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Unit Fifteen At the Hospital
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Part One Seeing a Doctor
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Part Two Stomach Problem
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Part Three Making an Appointment with the Doctor
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Part Four Buying Medicine
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Unit Sixteen Travel
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Part Two Traveling by Train
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Part Three Traveling by Bus
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Part Four Taking a Taxi
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Unit Seventeen Telecommunications
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Part One Making a Long Distance Call
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Part Two The Internet
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Part Three Talking about Telecommunications
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Part Four E¡ªcommerce
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English Test at Preliminary Level
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Front Office
Unit One At the Airport
Part One Meeting the Guest
Part Two Recognizing a Tour Group
Part Three A Brief Welcome Speech
Unit Two Room Reservations
Part One Accepting Reservations
Part Two Fully Booked
Part Three Canceling a Reservation
Unit Three Bellman
Part One Greeting a Guest on Arrival
Part Two Introducing Hotel Facilities
Part Three Baggage Delivery
Part Four Hiring a Taxi
Unit Four Reception and Check¡ª¡ªin
Part One Checking in a Guest with Reservation
Part Two Checking in a Walk¡ª-in Guest
Part Three Changing a Room
Part Four Extending the Stay
PartOne Askingthe Way
Part Two Arranging a TourBus
Part Three City Tour
Part Four Leaving a Message
Unit Six Sales Promotions
Part One Talking about Hotel Reservations
Part Two Negotiating on Terms.
Part Three Persuasive Talks
Unit Seven Public Relations
Part One Soliciting Comments and Suggestions
Part Two Arranging a News Conference
Part Three Invitation and Replies
Unit Eight Front Cashier
Part One Checking Out
Part Two A Miscalculation
Part Three Foreign Currency Exchange
Unit Nine Business Center
Part One Booking Air Tickets
Part Two Sending a Fax
Part Three Sending E - mails
Part Four Explaining Time Differences
Part Five Asking for An Interpreter
Unit Ten Operator
Part One A Call from Outside
Part Two Making a Collect Call
Part Three Wake - up Call Service
Housekeeping
Unit Eleven Floor Attendant
Part One Showing a Guest to the Room
Part Two Explaining Room Facilities
Part Three Valuables Deposit
Unit Twelve Chamber Service
Part One Making up the Room
Part Two The Turn - clown Service
Part Three Bringing Something on Request
Unit Thirteen Laundry Service
Part One Demanding Laundry Service
Part Two Special Instructions
Part Three Suggesting Express Laundry Service
Unit Fourteen Miscellaneous Services
Part One Shopping for Guests
Part Two Baby - sitting Service
Part Three Room Service
Part Four Repairing the TV Set
Unit Fifteen Dealing with Emergencies
Part One Guest Injured
Part Two A Sick Guest
Part Three A Small Fire
Food & Beverage
Unit Sixteen Reservations
Part One Booking Seats
Part Two Banquet Reservations
Part Three Reserving a Meeting Room
Unit Seventeen Seating Guests
Part One Seating the Guest without a Reservation
Part Two Seating the Guest with a Reservation
Unit Eighteen Chinese Food Service
Part One Chinese Food
Part Two Chinese Restaurant Service
Part Three Ordering Drinks
Part Four Serving the Dishes
Unit Nineteen In the Coffee Shop
Part One At Dinner Time
Part Two A Buffet Breakfast
Part Three A Continental Breakfast
Part Four An American Breakfast
Unit Twenty At the Bar
Part One Chinese Liquors and Wines
Part Two Mixing Cocktail
Unit Twenty - one Room Service
Part One Ordering Room Service
Part Two Sending the Room Service Order
Unit Twenty -two Ways of Paying
Part One Signing the Bill
Part Two Paying by Credit Card.
Part Three Explaining the Bill
Part Four Explaining the Credit Limit
Unit Twenty-three Guest Complaints
Part One Changing a Dish
Part Two Complaining about the Dishes
Unit Twenty- four A Birthday Party
Shopping
Unit Twenty -five At the Textile and Knitwear Counter
Part One Buying Chinese Silk Fabrics
Part Two Buying T- shirts
Part Three Fashion
Unit Twenty -six At the Jewelry and Crafts Counter
Part One Recommending Traditional Chinese Crafts
Part Two Jewelry
Part Three Recommending Typical Chinese Toys
Unit Twenty- seven At the Medicine and Foodstuff
Department
Part One Chinese Tea
Part Two Chinese Medicine and Tonics
Part Three Chinese Local Flavor Food
Unit Twenty - eight At the Chinese Arts and Stationery
Department
Part One Chinese Seal Cutting, Calligraphy and Paintings
Part Two The Four Treasures of Study
Part Three Packaging and Shipping
Health and Recreation
Unit Twenty -nine At the Health Center
Part One Talking about Health Club Facilities.
Part Two Sauna
Part Three At the Indoor Swimming Pool
Unit Thirty In the Beauty Salon
Part One At the Barber's
Part Two A Permanent Wave
Unit Thirty - one Recreation
Part One At the Ball Room
Part Two Karaoke Bar
Part Three Mahjong
Part Four Bowling
English Test at Intermediate Level
Appendix I useful English Abbreviations For Hotels
Appendix II 180 Useful Sentences For Fotels
Appendix III Key to Listening Exercises (Tape Script)