Unit 1 General Information About Hotel飯店概述
Part Ⅰ Listening Practice聽力練習
Hotel's Definition and Classification
Part Ⅱ Situational Dialogue場景會話
DialoRue 1 An IntelTl Interview
Dialogue 2 A Discussion on Hotel Internship
Part Ⅲ Practice Training實操訓練
A．How to Write a Hotel Job Application Letter
B．Practice： Job Application Letter
Part Ⅳ Knowledge Link知識鏈接
Sharing Economy and New Accommodation Types： AirBnb and CouchSurfing


Unit 2 Reservation Department預(yù)訂部
Part Ⅰ Listening Practice聽力練習
The Role of Reservation Department
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Reservation Call
Dialogue 2 Face to Face Reservation
Dialogue 3 Group Reservation Call
Part Ⅲ Practice Training實操訓練
A．What Is SOP?
B．Translation
Part Ⅳ Knowledge Link知識鏈接
Overbooking Management andYield Management


Unit 3 Front Office Department Ⅰ前廳部Ⅰ
Part Ⅰ Listening Practice聽力練習
The Functions of Front Office Department
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Walk-in Guest
Dialogue 2 A Guest with Reservation
Part Ⅲ Practice Training實操訓練
A．Memo Writing
B．Practice： Write a Memo
Part Ⅳ Knowledge Link知識鏈接
Hotels Expand Mobile Check-in Options


Unit 4 Front Office Department Ⅱ前廳部Ⅱ
Part Ⅰ Listening Practice聽力練習
Concierge Service
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Concierge Service——Sightseeing Advice
Dialogue 2 Concierge Service——Getting Concert Tickets
Dialogue 3 Bell Service
Dialogue 4 Ordering aTaxi
Part Ⅲ Practice Training實操訓練
A．Bell Service SOP
B．Practice： Bell Service Conversation
Part Ⅳ Knowledge Link知識鏈接
Using Your Smartphone as Your Hotel Room Key


Unit 5 Front Office DepartmentⅢ前廳部Ⅲ
Part Ⅰ Listening Practice聽力練習
Financial Control at the Hotel
Part Ⅱ Situational Dialogue場景會話
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 Ⅲ Practice Training實操訓練
A．Internal Email Writing
B．Practice： A Work Email
Part Ⅳ Knowledge Link知識鏈接
How Electronic Payment Works


Unit 6 Housekeeping Department Ⅰ客房部Ⅰ
Part Ⅰ Listening Practice聽力練習
Housekeeping DepartmentS Role
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Room Cleaning Service
Dialogue 2 Turn-down Service
Dialogue 3 Laundry Service 1
Dialogue 4 Laundry Service 2
Part Ⅲ Practice Training實操訓練
A．Turn-down Service
B．Translation
Part Ⅳ Knowledge Link知識鏈接
Boutique Hotel


Unit 7 Housekeeping Department II客房部II
Part Ⅰ Listening Practice聽力練習
Housekeeping Services
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Mini-bar Refill
Dialogue 2 Wi-Fi Access
Dialogue 3 Lost and Found
Dialogue 4 Open the Room Door
Part Ⅲ Practice Training實操訓練
A．Customer Email Writing
B．Practice： Costumer Email
Part Ⅳ Knowledge Link知識鏈接
Green Hotel Practice


Unit 8 Housekeeping Department Ⅲ客房部Ⅲ
Part Ⅰ Listening Practice聽力練習
Housekeeping Department StaffDuties
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Medical Emergency
Dialogue 2 Complaint About Laundry Service
Dialogue 3 Wake-up Call
Dialogue 4 Send-off Guest
Part Ⅲ Practice Training實操訓練
A．Hotel Performance Indexes
B．Translation
Part Ⅳ Knowledge Link知識鏈接
Budget Hotel


Unit 9 Food & Beverage Department Ⅰ餐飲部Ⅰ
Part Ⅰ Listening Practice聽力練習
Subdivisions in Food & Beverage Department
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Restaurant Reservation Call
Dialogue 2 Room Service
Dialogue 3 Hotel Lounge
Part Ⅲ Practice Training實操訓練
A．Meeting Minutes Writing
B．Practice： Meeting Minutes
Part Ⅳ Knowledge Link知識鏈接
Afternoon Tea at Peninsula Hotel Hong Kong


Unit 10 Food & Beverage Department Ⅱ餐飲部Ⅱ
Part Ⅰ Listening Practice聽力練習
Wines
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Taking an Order
Dialogue 2 In a Bar
Dialogue 3 Corkage Fees
Dialogue 4 Ordering Westem Food
Part Ⅲ Practice Training實操訓練
A．Translation
B．Practice： Ordering Beer Conversation
Part Ⅳ Knowledge Link知識鏈接
Michelin Guide


Unit 11 Food & Beverage DepartmentⅢ餐飲部Ⅲ
Part Ⅰ Listening Practice聽力練習
Chinese Cuisines
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Ordering Chinese Food
Dialogue 2 Ordering Chinese Dessert
Dialogue 3 Paying the Bill
Part Ⅲ Practice Training實操訓練
A．Report Writing
B．Practice： A Report
Part Ⅳ Knowledge Link知識鏈接
Differences between Chinese and Western Dining


Unit 12 Recreation Department康樂部
Part Ⅰ Listening Practice聽力練習
Facilities in the Recreation Department
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Asking About the Gym Faculties
Dialogue 2 Thai Massage and Aromatherapy
Dialogue 3 Tips of Spa Service
Part Ⅲ Practice Training實操訓練
A．Translation
B．Practice： Spa Service Conversation
Part Ⅳ Knowledge Link知識鏈接
Luxury Resorts and Hotels


Unit 13 Event Department會展部
Part Ⅰ Listening Practice聽力練習
Event Department Job Summary
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Conference Venue Reservation
Dialogue 2 Site Inspection
Part Ⅲ Practice Training實操練
A．How to Reply a Thank-you Note or Positive Reviews
B．Practice： Reply a Thank-you Note and Online Positive Reviews
Part Ⅳ Knowledge Link知識鏈接
MICE Economy


Unit 14 Sales and Marketing Department銷售部
Part Ⅰ Listening Practice聽力練習
Hotel Sales and Marketing Department
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Sales Visit
Dialogue 2 Benefits of Digital Marketing
Part Ⅲ Practice Training實操訓練
A．Transiation
B．Job Description
Part Ⅳ Knowledge Link知識鏈接
Digital Marketing


Unit 15 Hotel Recruitment飯店招聘
Part Ⅰ Listening Practice聽力練習
Hotel Job Hunting Skills
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 A Job Interview 1
Dialogue 2 A Job Interview 2
Part Ⅲ Practice Training實操訓練
A．Resume Writing
B．Practice： Resume
Part Ⅳ Knowledge Link知識鏈接
How Employee Engagement Leads to Customer Loyalty（excerpts）


Unit 16 Hotel Complaints Settling and Public Crisis Handling
飯店投訴解決與公共危機處理
Part Ⅰ Listening Practice聽力練習
Hotel Complaints
Part Ⅱ Situational Dialogue場景會話
Dialogue 1 Complaining About the Air Conditioner
Dialogue 2 Settling Complaints-TV doesnt work
Dialogue 3 Problems withthe Room
Dialogue 4 An Earthquake
Part Ⅲ Practice Training實操訓練
A．How to Write a Letter ofApology and Handle a Negative Online Review
B．Practice： Complain Letter and Reply
Part Ⅳ Knowledge Link知識鏈接
How to Manage Your Hotel's Online Reputation
聽力原文及參考答案
參考文獻