Part One Front Office 2
Unit 1 Reservations 2
Unit 2 Reception 12
Unit 3 Concierge Service 21
Unit 4 Front Cashier's Desk 29
Part Two Housekeeping Department 40
Unit 1 Housekeeping Service 40
Unit 2 Laundry Service 49
Unit 3 Meeting Guests'Requests 57
Unit 4 Dealing with Complaints 65
Part Three Food and Beverage Department 76
Unit 1 Chinese Food Service 76
Unit 2 Western Food Service 84
Unit 3 Bar Service 92
Unit 4 Coffee Shop 100
Unit 5 Function Catering 108
Part Four Recreation Center 118
Unit 1 Indoor and Outdoor Sports 118
Unit 2 Entertainment Service 127
Unit 3 Health Care 135
Part Five Hotel Management 144
Unit 1 Training of Employees 144
Unit 2 Duties and Reponsibilities 153
Unit 3 Managerial Techniques 162
Appendixes 172
Appendix Ⅰ Departments and Positions in Hotels 172
Appendix Ⅱ Useful Hotel Vocabulary 174
参考文献 183