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Unit One An Overview of the Hotel BusinessText A A Brief History of the Hotel IndustryText B Hotels and Their ClassificationsDialog ¢ñ At the Human Resources DepartmentDialog ¢ò Orientation (1) ¡ª¡ªEthics IntegrityDialog ¢ó Orientation (2) ¡ª¡ªGroomingExercisesUnit Two Front Office(¢ñ)Text A Front OfficeText B ReservationDialog ¢ñ A Long Distance Call ReservationDialog ¢ò A Group ReservationDialog ¢ó Revising the ReservationExercisesUnit Three Front Office(¢ò)Text A Check-inText B Guest ServicesDialog ¢ñ Receiving Walk-in GuestsDialog ¢òExtending the StayDialog ¢ó Orientation on Concierge's WorkExercises 'Unit Four Front Office(¢ó)Text A Check-outText B Cashier and Night AuditorDialog ¢ñ Foreign Currency ExchangeDialog ¢ò Check-outDialog ¢ó Checking Guest AccountExercisesUnit Five CommunicationsText A CommunicationsText BTelephone RoomDialog ¢ñ Sending a FaxDialog ¢ò PrintingDialog ¢óTelephone ServiceExercisesUnit Six HousekeepingText A Housekeeping DepartmentText B Guestroom CleaningDialog ¢ñ Chamber ServiceDialog ¢ò Laundry ServiceDialog ¢ó Baby-sitting ServiceExercisesUnit Seven Food ServiceText A Organization of Food and Beverage DepartmentText B Restaurant ServiceDialog ¢ñTaking OrdersDialog ¢ò Room ServiceDialog ¢ó Banqueting ServiceExercisesUnit Eight Beverage ServiceText A Beverage ServiceText B Wine FactsDialog ¢ñ At a RestaurantDialog ¢ò Bar ServiceDialog ¢ó Liqueur ServiceExercisesUnit Nine KitchenText A Kitchen PlanningText BTypes of KitchenDialog ¢ñ BakeryDialog ¢ò Cold ItemsDialog ¢ó Working as the CheFs AssistantExercisesUnit Ten Recrcation(¢ñ)Text A Recreational CenterText B Recreational Offerings at ResortsDialog ¢ñ At the Indoor Swimming PoolDialog ¢ò At the Bowling RoomDialog HI At the GymnasiumExercisesUnit Eleven Recrcation(¢ò)Text A Searching for a Healthier LifestyleText B Common Recreational ActivitiesDialog ¢ñ "Sauna Is One of the Great Pleasure of Life"Dialog ¢ò "Massage not only Relaxes the Muscles but also Eases the Pain"Dialog ¢ó "I Would Like to Try a New Hair Style This Time"ExercisesUnit Twelve ShoppingText A Hotel ShopText B Shopping on the WebDialog ¢ñ Showing the Guests around the ArcadeDialog ¢ò Buying Silk FabricsDialog ¢ó At the Chinese Folk Art CounterExercisesUnit Thirteen SecurityText A Hotel Security (¢ñ)Text B Hotel Security (¢ò)Dialog ¢ñ Orientation on Fire Preventing and Fire FightingDialog ¢ò Preventing a False ClaimDialog ¢ó Offering First AidExercisesUnit Fourteen Engineering and MaintenanceText AEngineering and MaintenanceText B Maintenance ActivitiesDialog ¢ñThe Maintenance in the Guest RoomDialog ¢ò A Car Servicing AppointmentDialog ¢óDealing with an Elevator AccidentExercisesUnit Fifteen MarketingText A Marketing and SellingText B Common Sales ToolsDialog ¢ñ Convention Sales CallDialog ¢òExtending the SaleDialog ¢ñtITalking about Hotel ReservationsExercisesUnit Sixteen ControllersText A Controllers DepartmentText B BudgetingDialog ¢ñ Normal Credit ControlDialog ¢òDaily Income AuditDialog ¢ó Month-end Stock TakeExercisesUnit Seventeen General ManagerText AThe General ManagerText BThe General Manager's MeetingsDialog ¢ñ Solving the Guest's ComplaintDialog ¢ò Increasing the Average RatesDialog ¢ó Making Travel PreparationsExercises