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Unit 1 General Information About Hotel饭店概述

Part Ⅰ Listening Practice听力练习

Hotel's Definition and Classification

Part Ⅱ Situational Dialogue场景会话

DialoRue 1 An IntelTl Interview

Dialogue 2 A Discussion on Hotel Internship

Part Ⅲ Practice Training实操训练

A．How to Write a Hotel Job Application Letter

B．Practice: Job Application Letter

Part Ⅳ Knowledge Link知识链接

Sharing Economy and New Accommodation Types: AirBnb and CouchSurfing

Unit 2 Reservation Department预订部

Part Ⅰ Listening Practice听力练习

The Role of Reservation Department

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Reservation Call

Dialogue 2 Face to Face Reservation

Dialogue 3 Group Reservation Call

Part Ⅲ Practice Training实操训练

A．What Is SOP?

B．Translation

Part Ⅳ Knowledge Link知识链接

Overbooking Management andYield Management

Unit 3 Front Office Department Ⅰ前厅部Ⅰ

Part Ⅰ Listening Practice听力练习

The Functions of Front Office Department

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Walk-in Guest

Dialogue 2 A Guest with Reservation

Part Ⅲ Practice Training实操训练

A．Memo Writing

B．Practice: Write a Memo

Part Ⅳ Knowledge Link知识链接

Hotels Expand Mobile Check-in Options

Unit 4 Front Office Department Ⅱ前厅部Ⅱ

Part Ⅰ Listening Practice听力练习

Concierge Service

Part Ⅱ Situational Dialogue场景会话

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实操训练

A．Bell Service SOP

B．Practice: Bell Service Conversation

Part Ⅳ Knowledge Link知识链接

Using Your Smartphone as Your Hotel Room Key

Unit 5 Front Office DepartmentⅢ前厅部Ⅲ

Part Ⅰ Listening Practice听力练习

Financial Control at the Hotel

Part Ⅱ Situational Dialogue场景会话

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实操训练

A．Internal Email Writing

B．Practice: A Work Email

Part Ⅳ Knowledge Link知识链接

How Electronic Payment Works

Unit 6 Housekeeping Department Ⅰ客房部Ⅰ

Part Ⅰ Listening Practice听力练习

Housekeeping DepartmentS Role

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Room Cleaning Service

Dialogue 2 Turn-down Service

Dialogue 3 Laundry Service 1

Dialogue 4 Laundry Service 2

Part Ⅲ Practice Training实操训练

A．Turn-down Service

B．Translation

Part Ⅳ Knowledge Link知识链接

Boutique Hotel

Unit 7 Housekeeping Department II客房部II

Part Ⅰ Listening Practice听力练习

Housekeeping Services

Part Ⅱ Situational Dialogue场景会话

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实操训练

A．Customer Email Writing

B．Practice: Costumer Email

Part Ⅳ Knowledge Link知识链接

Green Hotel Practice

Unit 8 Housekeeping Department Ⅲ客房部Ⅲ

Part Ⅰ Listening Practice听力练习

Housekeeping Department StaffDuties

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Medical Emergency

Dialogue 2 Complaint About Laundry Service

Dialogue 3 Wake-up Call

Dialogue 4 Send-off Guest

Part Ⅲ Practice Training实操训练

A．Hotel Performance Indexes

B．Translation

Part Ⅳ Knowledge Link知识链接

Budget Hotel

Unit 9 Food & Beverage Department Ⅰ餐饮部Ⅰ

Part Ⅰ Listening Practice听力练习

Subdivisions in Food & Beverage Department

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Restaurant Reservation Call

Dialogue 2 Room Service

Dialogue 3 Hotel Lounge

Part Ⅲ Practice Training实操训练

A．Meeting Minutes Writing

B．Practice: Meeting Minutes

Part Ⅳ Knowledge Link知识链接

Afternoon Tea at Peninsula Hotel Hong Kong

Unit 10 Food & Beverage Department Ⅱ餐饮部Ⅱ

Part Ⅰ Listening Practice听力练习

Wines

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Taking an Order

Dialogue 2 In a Bar

Dialogue 3 Corkage Fees

Dialogue 4 Ordering Westem Food

Part Ⅲ Practice Training实操训练

A．Translation

B．Practice: Ordering Beer Conversation

Part Ⅳ Knowledge Link知识链接

Michelin Guide

Unit 11 Food & Beverage DepartmentⅢ餐饮部Ⅲ

Part Ⅰ Listening Practice听力练习

Chinese Cuisines

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Ordering Chinese Food

Dialogue 2 Ordering Chinese Dessert

Dialogue 3 Paying the Bill

Part Ⅲ Practice Training实操训练

A．Report Writing

B．Practice: A Report

Part Ⅳ Knowledge Link知识链接

Differences between Chinese and Western Dining

Unit 12 Recreation Department康乐部

Part Ⅰ Listening Practice听力练习

Facilities in the Recreation Department

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Asking About the Gym Faculties

Dialogue 2 Thai Massage and Aromatherapy

Dialogue 3 Tips of Spa Service

Part Ⅲ Practice Training实操训练

A．Translation

B．Practice: Spa Service Conversation

Part Ⅳ Knowledge Link知识链接

Luxury Resorts and Hotels

Unit 13 Event Department会展部

Part Ⅰ Listening Practice听力练习

Event Department Job Summary

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Conference Venue Reservation

Dialogue 2 Site Inspection

Part Ⅲ Practice Training实操练

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知识链接

MICE Economy

Unit 14 Sales and Marketing Department销售部

Part Ⅰ Listening Practice听力练习

Hotel Sales and Marketing Department

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 Sales Visit

Dialogue 2 Benefits of Digital Marketing

Part Ⅲ Practice Training实操训练

A．Transiation

B．Job Description

Part Ⅳ Knowledge Link知识链接

Digital Marketing

Unit 15 Hotel Recruitment饭店招聘

Part Ⅰ Listening Practice听力练习

Hotel Job Hunting Skills

Part Ⅱ Situational Dialogue场景会话

Dialogue 1 A Job Interview 1

Dialogue 2 A Job Interview 2

Part Ⅲ Practice Training实操训练

A．Resume Writing

B．Practice: Resume

Part Ⅳ Knowledge Link知识链接

How Employee Engagement Leads to Customer Loyalty(excerpts)

Unit 16 Hotel Complaints Settling and Public Crisis Handling

饭店投诉解决与公共危机处理

Part Ⅰ Listening Practice听力练习

Hotel Complaints

Part Ⅱ Situational Dialogue场景会话

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实操训练

A．How to Write a Letter ofApology and Handle a Negative Online Review

B．Practice: Complain Letter and Reply

Part Ⅳ Knowledge Link知识链接

How to Manage Your Hotel's Online Reputation

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