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Part Ⅰ The Front Office 7

Unit 1 General Enquiries 8

Unit 2 Taking a Booking 19

Unit 3 Meeting a Guest 29

Unit 4 Receiving a Guest 39

Unit 5 Payment and Checking out 52

Unit 6 Welcoming to the Business Center 67

Unit 7 Giving Directions in a Hotel 79

Part Ⅱ Food and Beverage Department 91

Unit 8 Booking a Table 92

Unit 9 Serving Drinks 103

Unit 10 Seating a Guest 113

Unit 11 Taking Orders 122

Unit 12 Serving Dishes 137

Part Ⅲ Housekeeping Department 149

Unit 13 Guiding a Guest to His Room 150

Unit 14 Chamber Service 161

Unit 15 Laundry Service 170

Unit 16 Wake-up Service 181

Unit 17 Special Services 191

Part Ⅳ Health and Recreation Department 209

Unit 18 At the Fitness Center 210

Unit 19 At the Beauty Salon 222

Unit 20 At the Bathing Center 236

Unit 21 At the Night Club 245

Part Ⅴ Hotel Management 257

Unit 22 Settling Complaints 258

Unit 23 Dealing with Problems 269

参考文献 276