Chapter One Tour Guide Services Unit 1 Domestic Local Travel Guides Section I Introduction：Domestic Local Travel Guides Section II Intensive Reading：Etiqffettd of Welcoming and Seeing off TouriS Section III Extensive Reading：The American Express and China's Tourism Section IV Writing：Reservotion Confirmation Letters Section V Career Salon：Baggage Issues Section VI Useful Words&Expressions Unit 2 Inbound National Guides Section I Introduction：Inbound Naiional Guides Section II Intensive Reading：The Increasing Tourism of China Section III Extensive Reading： How to Hdndle Clients’Complaints Section IV Writing：Notice Section V Career Salon：A Safe Trip Abrbad Section VI Useful Words&Expressions Chapter Two Travel Agency Services Unit 3 Inbound and Outbound Tour Operators Section I Introduction：Inbound and 0UtbOund Tour Operators Section II Intensive Reading：Tour Operators Section III Extensive Reading：More Descriptions of Tour Operators Section IV Writing：Itinerary Section V Career Salon：Safety on Public Transportation Section VI Useful Words&Ekpressions Unit 4 Inbound and 0utbound Tour Groups Section I Introduction：Tour Sale Operators Section II Intensive Reading：Instructions to Organizing a Tour Group Section III Extensive Reading：More rips|or Organizing Tour Groups Section JV Writing：Thank-you Le~ers Section V Career Salon：Passport Issues Section VI Useful Words&Expressions Unit 5 Customer Service Section I Introduction：Customer Se，~ce Agents Section II Intensive Reading：How to Handle Customer Complaints Effectively Section III Extensive Reading：SixRuleslto Squash o Gustomefs Complaint Section IV Writing：Complaint Reply Letters Section V Career Salon：Law Issues Section VI Useful Words＆Expressions Chapter Three Hotei Services Unit 6 Hotel Housekeeping Section I Introduction：Hotel Houseke#pers Section II Intensive Reading：Duties and Responsibilities of Hotel Housekeepers Section III Extensive Reading：Problem with Hotel Housekeeping SecHon IV Writing：LaundryFormg Section V Career Salon：Hotel Security Basics Section Vl Useful Words＆Expressions Unit 7 Food and Beverage Section I Introduction：Food and：Beverage Department Section II Intensive Reading：Etiquette of Western Dining and Western table ware Section III Extensive Reading The；Story of Tips Section IV Writing：Farewell Speech Section V Career Salon：T／ps on Fbod Safety Section VI Useful Words&Expressions Unit 8 Hotel Recreation Section I Introduction：Hotel Recreatidn Department Section II Intensive Reading：Features to Lookfor in\
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