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 参考文献