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