语 关于作者 前言 Learning & Language Map (Textbook+Workbook) Unit Map & Study Guide Unit 1 Cultural Differences Unit 2 Stereotypes Unit 3 International Service Expectations Unit 4 Non-verbal Communication Unit 5 Conscious Communication Unit 6 Connecting with Guests Unit 7 The Language of Hospitality Unit 8 Amenities & Attractions Unit 9 The Guest Cycle Unit 10 Exceeding Expectations Unit 11 Requests & Recommendations Unit 12 Complaint Management Appendix A Sources & Resources Appendix B Hotel Departments Appendix C Attractions Appendix D Vocabulary