UNIT ONE The Hospitality Industry and Its Personnel 1
Contents 3
序 3
ACKNOWLEDGEMENTS 4
出版说明 5
UNIT TWO Guest Relations 9
UNIT THREE Handling Complaints 22
UNIT FOUR Selling 31
UNIT FIVE Housekeeping Department 43
UNIT SIX Food Beverage Service 51
THE TAPE SCRIPTS 59
TEACHERS'GUIDE 113
TERMINOLOGY 159