Chapter 1 The Hospital ity Industry and Hotel Departments 1
Chapter 2 Front Office 14
Unit 1 Room Reservations 23
Unit 2 Check-in 39
Unit 3 Concierge 53
Unit 4 Business Center 68
Unit 5 Shopping Arcade 81
Unit 6 Cashier and Check out 90
Chapter 3 Housekeeping 107
Unit 1 Chamber Service 115
Unit 2 Laundry Service and Miscellaneous Services 127
Chapter 4 Food＆Beverage Department 138
Unit 1 Restaurant Service 147
Unit 2 Beverage Service 174
Unit 3 Health and Recreation 202
Chapter 5 Supporting Departments 212
Unit 1 Sales and Marketing Division 212
Unit 2 Human Resources Division 227
Unit 3 Settling Guests'Complaints 242
Unit 4 Security and Engineering Division 260
References 273