Chapter 1 Front Desk 1
Unit 1 Room Reservations 2
Unit 2 Check-in 15
Unit 3 Bell Service 26
Unit 4 Operator Service 36
Unit 5 Foreign Currency Exchange 46
Unit 6 Handling Problems and Complaints 55
Unit 7 Check-out 65
Chapter 2 Food ＆ Beverage 75
Unit 8 Taking Restaurant Reservation ＆ Seating Guests 76
Unit 9 Food ＆ Beverage Service in Western Style 88
Unit 10 Food ＆ Beverage Service in Chinese Style 98
Unit 11 Room Service 108
Unit 12 Bar Service 117
Chapter 3 Housekeeping 126
Unit 13 Regular Services in Guest Rooms 127
Unit 14 Personalized Housekeeping Service 138
Unit 15 Dealing with Special Situations in Guest Rooms 148
Unit 16 Laundry Service 161
Chapter 4 Other Services 171
Unit 17 Business Center 172
Unit 18 MIE Service 185
Unit 19 Health and Recreation Service 194
Unit 20 Shopping Center 206
参考文献 216