chapter1 reception
unit 1 at the customs
unit 2 meeting guests at the airport
unit 3 dealing with luggage
unit 4 a welcome speech
unit 5 itinerary arrangement
unit 6 flight delay
chapter2 front office （i）
unit 1 hotel room reservation
unit 2 check-in
unit 3 check-out
unit 4 cashier
chapter3 front office （ii）
unit 1 operator
unit 2 concierge
unit 3 information service
unit 4 business center
chapter4 restaurant service
unit 1 table reservation
unit 2 taking orders
unit 3 serving during meals
unit 4 room service
unit 5 bill settlement
chapter5 housekeeping service
unit 1 floor service
unit 2 laundry service
unit 3 maintenance service
unit 4 lost and found
unit 5 complaints about the hotel rooms
chapter6 tour information
unit 1 visiting attractions
unit 2 shopping
unit 3 chinese customs and festivals
chapter7 entertainment
unit 1 local performance
unit 2 go to a concert
unit 3 go to the theater
chapter8 dealing with troubles
unit 1 passport missing
unit 2 being stolen
unit 3 getting sick
chapter9 varieties of the tour
unit i city tour
unit 2, nature tour
unit 3 religion & culture tour
unit 4 special tour
chapter10 farewell
unit 1 gratitude
unit 2 seeing off
unit 3 a farewell speech
參考文獻(xiàn)