PART Ⅰ FRONT OFFICE SERVICE 1
Unit 1 Room Reservations 1
Unit 2 At the Reception Desk 7
Unit 3 Bell Service 13
Unit 4 At the Information Desk 18
Unit 5 Settling Guests'Complaints 24
PART Ⅱ HOUSEKEEPING DEPARTMENT 31
Unit 6 Recognizing the Guests 31
Unit 7 Chamber Service 37
Unit 8 Laundry Service 43
Unit 9 Wake-up Call Service 49
Unit 10 The Maintenance Service 56
PART Ⅲ FOOD AND BEVERAGE DEPARTMENT 63
Unit 11 Table Reservation 63
Unit 12 Seating the Diners 67
Unit 13 Taking Orders 71
Unit 14 Serving Dishes 76
Unit 15 Buffet Service 80
Unit 16 At the Bar 85
PART Ⅳ THE BUSSINESS CENTER 90
Unit 17 Secretary Service 90
Unit 18 Providing Information 94
Unit 19 Communication Service 98
Unit 20 Mail Service 103
Unit 21 Ticket Service 107
PART Ⅴ SPECIAL SERVICE 112
Unit 22 At the Recreation Center 112
Unit 23 The Cashier 116
Unit 24 Baby-sitting Service 119
Unit 25 Deposit Service 123
Unit 26 Complaints 127
APPENDIX Ⅰ Elementary English for Hotel Staff and Management 132
APPENDIX Ⅱ Useful Words and Expressions for Hotel Services 138
APPENDIX Ⅲ Hotel Organization Chart 143
APPENDIX Ⅳ Hotel Organization Chart 145
参考文献 150