Project One Front Office Service 1
Task One Room Reservation 2
Task Two Concierge Service 11
Task Three Reception Service 19
Task Four Operator 28
Task Five Business Center service 35
Project Two Housekeeping 42
Task One Chamber Service Center 43
Task Two Floor Service 52
Project Three Food and Beverage 63
Task One Reserving A Table 64
Task Two Table Service 72
Task Three Room Service 83
Task Four Bar Service 90
Project Four Other Services 98
Task One Health＆Recreation Center Service 99
Task Two Shopping Service 109
Task Three Convention＆Exhibition Center Service 116
Project Five Dealing with Guest Complaints 125
Task Guest Complaints 126
附录1 Glossary 138
附录2 酒店职位与职务 148
附录3 酒店部门名称 152
附录4 酒店常见设施与家具 153
参考文献 155