Section 1 Front Office Service 1
Unit 1 Concierge Service 2
Unit 2 Reservation 12
Unit 3 Check-in 21
Unit 4 Check-out 29
Unit 5 Operator Service 36
Unit 6 Business Center 44
Section 2 Housekeeping Service 53
Unit 1 Room Cleaning 54
Unit 2 Laundry Service 62
Unit 3 Maintenance Service 69
Unit 4 Handling Complaints 78
Section 3 Food＆Beverage Service 85
Unit 1 Making a Reservation 86
Unit 2 Receiving the Guest 95
Unit 3 Taking Order 103
Unit 4 Serving the Food 112
Unit 5 Paying the Bill 120
Unit 6 Chinese Dishes 129
Unit 7 Western Dishes 137
Unit 8 Bar Service 147
Section 4 Recreation Service 157
Unit 1 Fitness Service 158
Unit 2 Swimming Pool Service 163
Unit 3 Ball Service 168
参考文献 175
附录 177