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Unit 11 Meeting Banquet Service 会议与宴会服务1

Preview Types of Meeting 会议类型1

Dialog Ⅰ Booking a Meeting 会议预订2

Dialog Ⅱ Booking a Banquet 宴会预订4

Dialog Ⅲ　Serving a Chinese Style Dinner　中餐服务6

Dialog Ⅳ　Serving the Western Style Banquet　西餐宴会服务8

Reading Ⅰ　A Function Sheet　会议餐饮预订单10

Reading Ⅱ Meetings via Distance Conferencing　远程会议12

Listening Ⅰ　Types of Banquet Service　宴会服务类型15

Listening Ⅱ Sending Faxes at the Business Center　在商务中心发送传真15

Speaking Ⅰ　How to Offer Meeting Service　如何提供会议服务17

Speaking Ⅱ Advantages and Disadvantages of Popular Audio-Video Equipment　受到广泛使用的视听设备的优缺点20

Simulated Writing How to Write a Letter of Invitation 写邀请信22

Unit 12 Exhibition Service 展览服务23

Preview Terms of Exhibitions 展览用语23

Dialog Ⅰ Booking an Exhibit Space 展览场地预订24

Dialog Ⅱ Setting Up Booths 布展26

Dialog Ⅲ Signing Up on the Phone 电话报名参展27

Dialog Ⅳ Registering at the Exhibition 开展注册29

Reading Ⅰ An Exhibitor Pre-Registration Form 参展报名登记表32

Reading Ⅱ Exhibit and Decorator's Charges 展览与搭展商费用34

Listening Ⅰ Canceling Exhibit Registration 取消参展37

Listening Ⅱ Planning Itinerary for Exhibit Trip 展览线路安排38

Speaking Ⅰ How to Provide Exhibition Services 展览服务用语40

Speaking Ⅱ Advantages and Disadvantages of Each Basic Type of Exhibit Booths 基本展台类型及其优劣势42

Simulated Writing How to Write an Invitation Card 写请柬44

Unit 13 Health Recreation Service 康乐服务47

Preview Types of Health and Recreation Facilities 康乐设施类型47

Dialog Ⅰ Playing Bowling 打保龄球48

Dialog Ⅱ Taking a Sauna Bath 桑拿浴50

Dialog Ⅲ At the Swimming Pool 室内泳51

Dialog Ⅳ At the Barber's 理发／美发53

Reading Ⅰ A Fitness Center 健身中心54

Reading Ⅱ How to Take a Sauna Bath 如何洗桑拿57

Listening Ⅰ At the Night Club 在夜总会60

Listening Ⅱ Reserving a Tennis Court 预订网球场61

Speaking Ⅰ How to Serve Leisure Guests 如何为休闲游客提供服务62

Speaking Ⅱ Safety Measures at the Health Club 康乐中心安全措施64

Simulated Writing How to Write a Notice 写通知65

Unit 14 Shopping Promotion 商场促销66

Preview Currencies in the World 世界各地货币66

Dialog Ⅰ At the Souvenirs Counter 在旅游纪念品柜台67

Dialog Ⅱ At a Fashion Shop 在时装店69

Dialog Ⅲ　At the Handicrafts Department　在工艺品部70

Dialog Ⅳ　At the Jewelry Counter　在珠宝店71

Reading Ⅰ Merchandise Sales and Return Policy　商品销售与退货规定73

Reading Ⅱ Warranty Policy　保修条款75

Listening Ⅰ Changing Foreign Currencies　兑换外汇78

Listening Ⅱ Special Local Products　当地特色产品79

Speaking Ⅰ　How to Provide Shopping Services　购物服务用语80

Speaking Ⅱ Bargaining Strategies　还价策略81

Simulated Writing　How to Write Posters　写海报82

Unit 15　Local Tour Guide Service　地陪导游服务　84

Preview　Types of Tour Attractions　旅游景点类型84

Dialog Ⅰ　Arranging the Itinerary　安排旅游线路85

Dialog Ⅱ　Visiting the Chinese Temple　游览中国庙宇87

Dialog Ⅲ　Visiting the Chinese Garden　游览中国园林89

Dialog Ⅳ　Visiting the City　城市游览91

Reading Ⅰ A Tour Guide Speech　一篇导游词93

Reading Ⅱ A Tour Itinerary　旅游线路95

Listening Ⅰ　Traditional Chinese Festivals 中国传统节日98

Listening Ⅱ An Opera Tour 戏剧之旅99

Speaking Ⅰ　How to Show Tourists Around 引导游客游览用语100

Speaking Ⅱ Reasons for Going or Not Going Sightseeing 旅游：赞成还是反对102

Simulated Writing　How to Write a Tour Guide Speech　写导游词103

Unit 16　Travel Destinations　旅游景点　108

Preview　Types of Travel Activities 旅游活动类型108

Dialog Ⅰ At the Ticket Box 在售票处109

Dialog Ⅱ Cable Car Service 缆车服务110

Dialog Ⅲ At the Travel Rental Office 旅游物品租赁处112

Dialog Ⅳ Paging a Tourist 广播寻人113

Reading Ⅰ An Attractive Place—Yuyuan Garden 景点介绍——豫园114

Reading Ⅱ Destination Advertisement 旅游目的地广告117

Listening Ⅰ Giving Directions 指路119

Listening Ⅱ A Call from the Tourist Scenic Spot 景点电话转接121

Speaking Ⅰ How to Provide Travel Destination Service 旅游目的地服务122

Speaking Ⅱ Features of the Scenic Spots or Areas 谈论旅游景点特色124

Simulated Writing How to Write a Notice 写启示125

Unit 17 Handling Problems Emergencies 处理问题与突发事件127

Preview Types of Problems Emergencies 问题与突发事件类型127

Dialog Ⅰ Calling the First Aid Center 打电话到急救中心128

Dialog Ⅱ At the Lost-and-Found Office 在失物招领处130

Dialog Ⅲ Repairing Equipment 设备维修131

Dialog Ⅳ Lift Emergency 电梯事故133

Reading Ⅰ First Aid Techniques 急救技术135

Reading Ⅱ An Accident 一次事故137

Listening Ⅰ How to Stop Bleeding 如何止血138

Listening Ⅱ Dealing with Power Failure 停电处理139

Speaking Ⅰ How to Deal with Problems and Emergencies 处理问题与突发事件用语140

Speaking Ⅱ Measures to Minimize the Risk of Fires 减少火灾风险防范措施142

Simulated Writing How to Write an Incident Report 写事故报告143

Unit 18 Handling Customer Complaints 顾客投诉处理147

Preview Types of Complaints 投诉种类147

Dialog Ⅰ Receiving a Complaint on the Phone 接受电话投诉148

Dialog Ⅱ A Complaint about Holiday 度假客人投诉150

Dialog Ⅲ Handling a Complaint about Noise 处理客房噪音投诉152

Dialog Ⅳ Complaining about the Food 食品投诉153

Reading Ⅰ A Complaint Letter on Holiday Booking 旅游度假投诉信155

Reading Ⅱ A Reply to a Guest Complaint 顾客投诉回复158

Listening Ⅰ A Mistake in a Table Reservation 餐位预订错误160

Listening Ⅱ A Complaint about Room Cleaning 关于客房清洁的投诉161

Speaking Ⅰ How to Make Handle Complaints 投诉与处理投诉用语162

Speaking Ⅱ Classified Complaints 投诉类型165

Simulated Writing How to Reply to Complaining Letters 写投诉回复信166

Unit 19 Checking Out 结账离店169

Preview Types of Checkout Service 退房服务类型169

Dialog Ⅰ Paying the Hotel Bill by Credit Card 信用卡付账170

Dialog Ⅱ Paying the Hotel Bill in Cash 现金付账171

Dialog Ⅲ A Mistake on the Hotel Bill 账单错误172

Dialog Ⅳ Paying the Hotel Bill with a Traveler's Check 支票付账173

Reading Ⅰ Checkout Service Procedures 退房结账程序175

Reading Ⅱ Daily Account Report Analysis 每日财务报告分析176

Listening Ⅰ Checkout 退房180

Listening Ⅱ Late Checkout 过时退房181

Speaking Ⅰ How to Offer Checkout Service 退房服务用语182

Speaking Ⅱ Methods of Settlement 结账方式184

Simulated Writing How to Create Daily Operations Reports 编制每日运营报告184

Unit 20 Selling the Travel Market 旅游市场营销186

Preview Elements of Travel Marketing Mix 旅游市场营销组合要素186

Dialog Ⅰ A Telephone Sales Call 电话销售187

Dialog Ⅱ A Personal Sales Call 登门销售189

Dialog Ⅲ Telephoning for an Appointment 电话预约190

Reading Ⅰ A Sales Proposal Letter 销售意向书193

Reading Ⅱ Group Sales Form 团队销售预订表195

Listening Ⅰ Selling to Group Markets 团队销售197

Listening Ⅱ Marketing Tools 市场营销手段198

Speaking Ⅰ How to Make Personal Sales Call 登门销售用语199

Speaking Ⅱ Six Questions Commonly Used in Selling Travel Market 旅游市场销售中需了解的六个问题202

Simulated Writing How to Prepare Tourism Agreements 拟写旅游协议203

Glossary(C—E)206