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Chapter 1 A Brief Introduction to Hotel Industry 1

Unit 1 The Structure of a Hotel 2

Unit 2 The Function of Each Position 6

Unit 3 Basic Knowledge for Staying in a Hotel 11

Chapter 2 Front Office Services 15

Unit 1 Room Reservation 16

Unit 2 Check-in 25

Unit 3 Bellman 33

Unit 4 Check-out 41

Chapter 3 Housekeeping Services 49

Unit 1 Chamber Services 50

Unit 2 Laundry Service 57

Unit 3 Miscellaneous Services 65

Unit 4 Special Problems 72

Chapter 4 Food and Beverage Services 80

Unit 1 Table Reservation 81

Unit 2 Taking Orders 88

Unit 3 Serving Dishes 96

Unit 4 Dealing with Complaints 104

Chapter 5 Auxiliary Services 112

Unit 1 Services for Business 113

Unit 2 Services for Meeting and Exhibition 121

Unit 3 Services for Sports and Recreation 129

Unit 4 Services for Tourism 136

Glossary 143