Chapter Ⅰ An Overview of Hospitality Industry 1
Lead-in An Introduction to Hospitality Industry 1
Reading1Classification of Hotels 2
Reading 2 Type of Hotel Rooms and Hotel Facilities 5
Chapter Ⅱ Front Office Department 8
Lead-in An Introduction to Front Office Department 8
Lesson 1 Reception Desk接待处 9
Lesson 2 Information Desk问讯处 17
Lesson 3 Concierge Service礼宾服务 23
Lesson 4 Business Centre商务中心 29
Chapter Ⅲ Housekeeping Department 36
Lead-in An Introduction to the Housekeeping Department 36
Lesson 1 Welcoming and Guiding the Guests迎宾及带宾客至房间 36
Lesson 2 Cleaning the Room打扫房间 43
Lesson 3 Laundry Service洗衣服务 49
Lesson 4 Personalized Housekeeping Service个性化家政服务 56
Chapter Ⅳ Food and Beverage Department 64
Lead-in An Introduction to Food＆Beverage Department 64
Lesson 1 Table Reservations餐桌预订 64
Lesson 2 Hosting＆Taking Orders点单服务 70
Lesson 3 Serving Dishes就餐服务 76
Lesson 4 Paying the Bill结账 81
Chapter Ⅴ Other Information about Hotel 88
Lead-in An Introduction to the Hotel Jobs 88
Reading 1 The Main Rules for Handling Complaints＆Emergencies 88
Reading 2 Facilities in Hotel 91
Key to Listening Comprehension 96
Chapter Ⅱ The Front Office Department 96
Chapter Ⅲ Housekeeping Department 101
Chapter Ⅳ Food and Beverage Department 106
参考文献Reference 111