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Unit 1 Booking a Tour Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Central Reservation System Further Reading Hotel Reservation System Applied Listening and Speaking Unit 2 Meeting Tourists Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading A Welcome Speech Further Reading Meeting Tourists Applied Listening and Speaking Unit 3 Checking in Service Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading The Hotel Industry Further Reading Front Desk Functions Applied Listening and Speaking Unit 4 Concierge Service Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Qualities of a Concierge Further Reading Etiquel-l-e of a Concierge Applied Listening and Speaking Unit 5 Room Service Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Room Cleaning Service Further Reading Classification of Hotels Applied Listening and Speaking Unit 6 Laundry Service Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Vogue Laundry Service Further Reading Dry Cleaning & Laundry Service Never Been so Easy Applied Listening and Speaking Unit 7 Food and Beverages--Western Style Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Diet Culture Further Reading Food and Beverage Services Applied Listening and Speaking Unit 8 Food and Beverages--Chinese Style Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Chinese Eight Cuisines (I) Further Reading Chinese Eight Cuisines (II) Applied Listening and Speaking Unit 9 Guiding the Group Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Moscow Bus Tour Further Reading Tourist Schedule Applied Listening and Speaking Unit 10 Shopping Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Online Shopping Malls Further Reading Souvenirs Applied Listening and Speaking Unit 11 Hotel Recreation Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Hospitality, Recreation & Sport Management Further Reading Fragrance SPA Applied Listening and Speaking Unit 12 Dealing with Emergencies Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Dealing with Emergencies Further Reading Handling Emergencies Applied Listening and Speaking Unit 13 Checking Out Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Rules for Check-out Time of 7-Days Inn Group Further Reading Settlement of Guest Account at Check-out Applied Listening and Speaking Unit 14 Seeing Tourists Off Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading A Farewell Speech Further Reading A Farewell Speech ~ Applied Listening and Speaking Unit 15 Handling Complaints Background and Warm-up Dialogue 1 Dialogue 2 In-depth Reading Complaint Handling--Hair in the Food Further Reading A Letter of Apology to a Complaint Applied Listening and Speaking Keys to the Units Bibliography