本书由十四个单元组成，内容涵盖旅游与导游、迎接宾客、去往宾馆并致欢迎辞、宾馆入住、行程安排、景点介绍、餐馆就餐、购物体验、娱乐活动、应付琐事、遭遇意外、处理投诉、送别宾客并致辞等。
Unit 1 Tourism & Tour Guides
Warm-up Questions
Situational Dialogues
In the classroom
On the campus
In the classroom
Helpful Sentences
Definitions of tourism
Classification of tour guides
Importance of tour guides' work
Qualities for being a qualified tour guide
Related Strategies
Tips for Taking the Tour Guide Qualification Examination
Cultural Differences
Tour-guide Training
Related Special Terms
Key tourism organizations & associations
Major types of tourist guides
Tour guide training/education & examination
Practice
Unit 2 Receiving Guests
Warm-up Questions
Situational Dialogues
At the airport arrival lobby
At the railway arrival platform
With individual tourists
By the coach
Helpful Sentences
Finding guests
Self-introduction
Giving greetings
Confirming numbers of the tourists/luggage
Moving out of the airport/railway station
Offering help
Related Strategies
A Full Preparation for Meeting Tourists
Cultural Differences
Customs for Greeting People
Related Special Terms
Key tourist services/agencies in China
Types of travel
Tour guide's documentation & tools
Airport & railway station
Practice
Unit 3 En Route to the Hotel & Welcome Speech
Warm-up Questions
Situational Dialogues
A welcome speech
An outline of the welcome speech
General introduction to the city
On-the-way guiding
Hotel introduction
Helpful Sentences
Asking for attention
Self-introduction
Introducing a person to a group
Giving welcomes
Expressing intentions to provide good service
Giving good wishes for a pleasant stay
Related Strategies
A Good First Impression
Cultural Differences
Names & Culture
Related Special Terms
Introducing the city
Introducing a hotel
Practice
Unit 4 Checking in at the Hotel
Warm-up Questions
Situational Dialogues
Group check-in with reservation
FIT check-in
Group check-in with a room change
Walk-in check-in
Helpful Sentences
Before checking-in
Registering the guest
Assigning rooms to the guests
Introducing service
Related Strategies
Check-in at a Hotel
Cultural Differences
Art of Speaking
Related Special Terms
A catalog of room types
Meal plans
Food and beverage department
Front office
Housekeeping department
Recreation department
Practice
Unit 5 Itinerary Planning
Warm-up Questions
Situational Dialogues
Discussing a two-day tour in Nanjing
……
Unit 6 Sightseeing Ⅰ
Unit 7 Sightseeing Ⅱ
Unit 8 Dining at Restaurants
Unit 9 Shopping Experience
Unit 10 Recreational Programs
Unit 11 Dealing with Miscellaneous Matters
Unit 12 Dealing with Emergencies
Unit 13 Handling Complaints
Unit 14 Seeing off Guests and Farewell Speeches
Answers for Reference
Appendices
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