Unit 9 Front Office 1
Lead-in 1
Text A An Introduction to the Front Office Department 2
Text B Receptionists 3
Text C Concierge 5
Useful Words and Expressions 7
Practical Reading 7
Knowledge 8
Exercises 9
Case Study 10
Unit 10 Housekeeping 11
Lead-in 11
Text A The Housekeeping Department 12
Text B Housekeeping Rules 13
Text C On-premises Laundry 15
Useful Words and Expressions 17
Practical Reading 17
Knowledge 18
Exercises 19
Case Study 20
Unit 11 Food and Beverage 22
Lead-in 22
Text A General Introduction to the Food＆Beverage Department 23
Text B Chinese Cuisine 24
Text C Tipping 26
Useful Words and Expressions 27
Practical Reading 28
Knowledge 28
Exercises 29
Case Study 30
Unit 12 Health and Recreation 32
Lead-in 32
Text A Health and Recreation Department 33
Text B SPA 35
Text C Indoor Golf 37
Useful Words and Expressions 38
Practical Reading 39
Knowledge 39
Exercises 40
Case Study 41
Unit 13 Recruitment and Training 43
Lead-in 43
Text A The Human Resources Department 44
Text B Recruiting in the Hotel Industry 45
Text C Hotel Training Techniques 47
Useful Words and Expressions 48
Practical Reading 49
Knowledge 49
Exercises 50
Case Study 51
Unit 14 Marketing and Promotion 53
Lead-in 53
Text A The Sales and Marketing Department 54
Text B Pricing Strategies 55
Text C Promotional Strategies 57
Useful Words and Expressions 58
Practical Reading 59
Knowledge 59
Exercises 61
Case Study 62
Unit 15 Safety and Security 64
Lead-in 64
Text A Safety and Security in Hospitality Industry 65
Text B Security Measures 67
Text C The Future of Hotel Security Technologies 68
Useful Words and Expressions 70
Practical Reading 70
Knowledge 71
Exercises 72
Case Study 73
Unit 16 Handling Complaints 75
Lead-in 75
Text A Why Do Customers Complain？ 76
Text B Importance of Guest Complaints 77
Text C Tips to Handle Guest Complaints 79
Useful Words and Expressions 80
Practical Reading 80
Knowledge 81
Exercises 82
Case Study 83
练习参考答案 85
参考文献 94