【正文】 Outdoor Lounge4 Karaoke Lounge 4 Swimming Pool4 Health Club4 50 Tennis Courts (upon pletion)4 Business Center and Library 4 Beauty Salon 4 Nursery 4 Snooker Room4 Private Function RoomsClubhouse4 4 Food and Beverage outlets featuring a Coffee Shop, Lounge Bar, Chinese and Japanese Restaurants4 Banquet Hall and Private Function Rooms4 Health Club4 Pro Shop4 Squash Courts 4 Swimming Pool 4 Snooker Room 4 Table Tennis 4 Indoor Sports Center Badminton Courts Volleyball COURTNetball Court Fiveaside Soccer Court4 Games Room4 Visual/Audio Entertainment Capsule4 Shuttlecock “Football”Commercial Complex4 Shopping Arcades 4 Office Space4 Bowling Alley4 Pistol Range4 Ice Skating RinkResort Hotel4 228 Rooms and Suites4 Swimming Pool4 Lounge Bar4 Coffee Shop4 Chinese Restaurant4 Lobby Lounge4 Banqueting Room4 Business Center and Other Services4 Beauty Center4 Lobby Shops4 Night Club Dialogue 1John : Hello, Mike, how are you recently?Mike : I am fine, I took two days vacation last week.John : Oh, is it? How did you spend it? Did you have a good time?Mike : Oh, yes, I went to play golf in Mission Hills, in Shen Zhen. It is really a very nice place, the green view is very lovely, and the air is very fresh also. It is really a pleasure to play there.John : Oh, that sounds interesting to me, I know you often go there at your vacation, so is it far from downtown?Mike : Oh, no, not at all. It is just 30 minutes ride to Huang Gang boarder, and approximately 45 minutes to Luo Hu railway station, it also provides regular, return shuttle bus service departs daily from HK to the golf club.John : That is very convenient. Thanks for your introduction.Dialogue 2John : Hi Mike, nice to see you again.Mike : Me too.John : Mike, I would like to know more about that golf club, I heard there are four golf courses there, could you introduce this golf club to me?Mike : Yes, this golf club is the only PGA Tourapproved golf course in China, it hosted 1995 World Cup of Golf in the A course, the first such world event to be held in China. The A amp。 B course were designed by a worldknown golfer Jack Nicklaus, the C course was designed by Britain Golf Player Mr. Nick Faldo, the D course was designed by a famous Japanese Player Jumbo Osaki.John : oh, I get it, thanks for information.Ⅱ.Restaurant IntroductionJane : Today is your first day to work here, let me introduce some restaurants to you.Receptionist : Thanks very much. Jane : Let’s have a look of hotel first, there are three restaurants, one offers Cantonese Cuisine, named Imperial Court, the other is 19th Hole Karaoke amp。 Disco, it located in the lower level of Imperial Court, a lively night spot for guests to relax, the third one is a Piano Bar, a perfect place to enjoy a wide selection of cocktails, fine wine, aromatic coffees , surrounded by the soft and exquisite piano music.Jane : ok, right now let us go to the Golf Club to have a look, go this way.Receptionist : Ok.(Standing in the Club House lobby )Jane : Let us go to see the Sasaki restaurant.Receptionist : Oh, the view is very beautiful.Jane : Yes, this restaurant locates in A Golf Course, if offers very delicious Japanese food. Many members like to e here to taste the original Japanese food.(They were out of Sazaki)Jane : This is a western restaurant – Moutain caf233。 on the right side to the Sasaki. Below the Sasaki, there is a Member Lounge, it is especially designed for the member to relax and municating.Receptionist: Oh, I see. There are total three restaurants in the Club House, right?Jane : Yes, do you have any question to ask me?Receptionist: No, thanks very much for your introduction. Ⅲ.Sports and ExerciseJohn : I hear that this hotel is the best ones in China for sports. Could you tell me what facilities does it have ?Mike : Of course, this golf club has a wellequipped keepfit gym with all the latest recreational sports apparatus – exercise bicycle, weights, tennis courts and etc.John : That sounds very interesting.Mike : Yes, they also have a excellent sauna.John : Very good and what about swimming?Mike : Yes, you can enjoy a dip in our swimming pool in our hotel or Club House.John : Oh, it is very good.Mike : And if you like, you can relax with beer or soft drinks and snack just beside the pool.John : How about outdoor activities?Mike : Well, you should go to the Country Club to have a look, there are 51tennis courts, and it is also the largest tennis center in China, if the members like, they can also ride the bicycle around the court.John : Oh, thanks very much for all your information. I think I will go there with you one day.Mike : You are most wele. HANDLING SMALL COMPLAINTSBy handling small plaints yourself you can turn an unhappy guest into a satisfied customer.Step1: Listen attentively to the guest’s problem. Step2: Apologize to the guestStep3: Tell him what you are going to do.Step4: Tell him when you are going to do it.APOLOGY ACTION TIMEI’m sorry sir I’ll call housekeeping immediatelyI’m very sorry sir I’ll change it At onceI’m sorry sir I’ll fetch some hot water With 5 minutesⅢ. ACTIVITYNow practice making similar sentences to deal with the following guest plaints:COMPLAINT ACTIONMy telephone doesn’t work (calling engineering)Where’s my dessert? (check for you)My room’s still dirty (clean it)I’ve got no hot water (fetch some)My lau