Chapter One Front Office 1
Unit 1 Room Reservation 1
Unit 2 Reception 8
Unit 3 Bell Service 14
Unit 4 Switchboard 20
Unit 5 Business Center 25
Unit 6 Dealing with Complaints 31
Unit 7 Check-out 36
Chapter Two Housekeeping 42
Unit 1 Showing Room 42
Unit 2 Room Cleaning 48
Unit 3 Room Service 53
Unit 4 Laundry Service 58
Unit 5 Emergencies 64
Unit 6 Other Housekeeping Service 70
Chapter Three Food and Beverage 75
Unit 1 Reservation 75
Unit 2 Receiving Guests 82
Unit 3 Taking Orders for Western Food 87
Unit 4 Taking Orders for Chinese Food 95
Unit 5 At the Bar 102
Chapter Four Banqueting＆Conferences 110
Chapter Five Health＆Recreation Service 120
Unit 1 At the Recreation Center 120
Unit 2 At the Barbers＆Beauty Salon 127
Chapter Six Other Service 132
Unit 1 Shopping 132
Unit 2 At the Bank 138
Unit 3 Individualized Service 143
Appendix 1 Organization Chart of Hotel Management 148
Appendix 2 Collection of World Famous Hotels in China 149
Appendix 3 Codes and Symbols of Domestic and International Airline Companies 153
Appendix 4 Applicant Letter for a Hotel Position 156
References 157