模块一 Getting Started 1
模块二 Front-Office Services 11
Task 1 Room Reservation 11
Task 2 Checking in 25
Task 3 Bell Service 37
Task 4 Telephone Service 49
Task 5 Checking out 60
模块三 Housekeeping Services 71
Task 1 Room Cleaning 71
Task 2 Laundry and Valet Service 82
Task 3 Maintenance Service 94
模块四 Food and Beverage Services 105
Task 1 Receiving the Diners 105
Task 2 Taking Orders 114
Task 3 Services during the Meal 124
Task 4 Room Service 134
模块五 Other Services 151
Task 1 At the Business Center 151
Task 2 At the Recreation Center 162
模块六 Dealing with Complaints 173
附录一 英汉酒店常用词汇 187
附录二 英汉酒店餐饮服务专用词汇表 195
参考文献 200