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Unit 1 General Information About Hotel·¹µê¸ÅÊö
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Hotel's Definition and Classification
Part ¢ò Situational Dialogue³¡¾°»á»°
DialoRue 1 An IntelTl Interview
Dialogue 2 A Discussion on Hotel Internship
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®How to Write a Hotel Job Application Letter
B£®Practice£º Job Application Letter
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Sharing Economy and New Accommodation Types£º AirBnb and CouchSurfing

Unit 2 Reservation DepartmentÔ¤¶©²¿
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
The Role of Reservation Department
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Reservation Call
Dialogue 2 Face to Face Reservation
Dialogue 3 Group Reservation Call
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®What Is SOP?
B£®Translation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Overbooking Management andYield Management

Unit 3 Front Office Department ¢ñÇ°Ìü²¿¢ñ
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
The Functions of Front Office Department
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Walk-in Guest
Dialogue 2 A Guest with Reservation
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Memo Writing
B£®Practice£º Write a Memo
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Hotels Expand Mobile Check-in Options

Unit 4 Front Office Department ¢òÇ°Ìü²¿¢ò
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Concierge Service
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Concierge Service¡ª¡ªSightseeing Advice
Dialogue 2 Concierge Service¡ª¡ªGetting Concert Tickets
Dialogue 3 Bell Service
Dialogue 4 Ordering aTaxi
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Bell Service SOP
B£®Practice£º Bell Service Conversation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Using Your Smartphone as Your Hotel Room Key

Unit 5 Front Office Department¢óÇ°Ìü²¿¢ó
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Financial Control at the Hotel
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Book a Taxi
Dialogue 2 Store the Luggage
Dialogue 3 Cancel the Reservation
Dialogue 4 Check Out and Get to the Airport
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Internal Email Writing
B£®Practice£º A Work Email
Part ¢ô Knowledge Link֪ʶÁ´½Ó
How Electronic Payment Works

Unit 6 Housekeeping Department ¢ñ¿Í·¿²¿¢ñ
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Housekeeping DepartmentS Role
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Room Cleaning Service
Dialogue 2 Turn-down Service
Dialogue 3 Laundry Service 1
Dialogue 4 Laundry Service 2
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Turn-down Service
B£®Translation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Boutique Hotel

Unit 7 Housekeeping Department II¿Í·¿²¿II
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Housekeeping Services
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Mini-bar Refill
Dialogue 2 Wi-Fi Access
Dialogue 3 Lost and Found
Dialogue 4 Open the Room Door
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Customer Email Writing
B£®Practice£º Costumer Email
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Green Hotel Practice

Unit 8 Housekeeping Department ¢ó¿Í·¿²¿¢ó
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Housekeeping Department StaffDuties
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Medical Emergency
Dialogue 2 Complaint About Laundry Service
Dialogue 3 Wake-up Call
Dialogue 4 Send-off Guest
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Hotel Performance Indexes
B£®Translation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Budget Hotel

Unit 9 Food & Beverage Department ¢ñ²ÍÒû²¿¢ñ
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Subdivisions in Food & Beverage Department
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Restaurant Reservation Call
Dialogue 2 Room Service
Dialogue 3 Hotel Lounge
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Meeting Minutes Writing
B£®Practice£º Meeting Minutes
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Afternoon Tea at Peninsula Hotel Hong Kong

Unit 10 Food & Beverage Department ¢ò²ÍÒû²¿¢ò
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Wines
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Taking an Order
Dialogue 2 In a Bar
Dialogue 3 Corkage Fees
Dialogue 4 Ordering Westem Food
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Translation
B£®Practice£º Ordering Beer Conversation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Michelin Guide

Unit 11 Food & Beverage Department¢ó²ÍÒû²¿¢ó
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Chinese Cuisines
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Ordering Chinese Food
Dialogue 2 Ordering Chinese Dessert
Dialogue 3 Paying the Bill
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Report Writing
B£®Practice£º A Report
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Differences between Chinese and Western Dining

Unit 12 Recreation Department¿µÀÖ²¿
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Facilities in the Recreation Department
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Asking About the Gym Faculties
Dialogue 2 Thai Massage and Aromatherapy
Dialogue 3 Tips of Spa Service
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Translation
B£®Practice£º Spa Service Conversation
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Luxury Resorts and Hotels

Unit 13 Event Department»áÕ¹²¿
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Event Department Job Summary
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Conference Venue Reservation
Dialogue 2 Site Inspection
Part ¢ó Practice Trainingʵ²ÙÁ·
A£®How to Reply a Thank-you Note or Positive Reviews
B£®Practice£º Reply a Thank-you Note and Online Positive Reviews
Part ¢ô Knowledge Link֪ʶÁ´½Ó
MICE Economy

Unit 14 Sales and Marketing DepartmentÏúÊÛ²¿
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Hotel Sales and Marketing Department
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Sales Visit
Dialogue 2 Benefits of Digital Marketing
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Transiation
B£®Job Description
Part ¢ô Knowledge Link֪ʶÁ´½Ó
Digital Marketing

Unit 15 Hotel Recruitment·¹µêÕÐƸ
Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Hotel Job Hunting Skills
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 A Job Interview 1
Dialogue 2 A Job Interview 2
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®Resume Writing
B£®Practice£º Resume
Part ¢ô Knowledge Link֪ʶÁ´½Ó
How Employee Engagement Leads to Customer Loyalty£¨excerpts£©

Unit 16 Hotel Complaints Settling and Public Crisis Handling
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Part ¢ñ Listening PracticeÌýÁ¦Á·Ï°
Hotel Complaints
Part ¢ò Situational Dialogue³¡¾°»á»°
Dialogue 1 Complaining About the Air Conditioner
Dialogue 2 Settling Complaints-TV doesnt work
Dialogue 3 Problems withthe Room
Dialogue 4 An Earthquake
Part ¢ó Practice Trainingʵ²ÙѵÁ·
A£®How to Write a Letter ofApology and Handle a Negative Online Review
B£®Practice£º Complain Letter and Reply
Part ¢ô Knowledge Link֪ʶÁ´½Ó
How to Manage Your Hotel's Online Reputation
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