Part Ⅰ Check In＆Out 1
Unit One Making Reservation 3
Unit Two Check In 13
Unit Three Concierge Service 21
Unit Four Handling Complaints 29
Unit Five Cashier 37
Part Ⅱ Housekeeping Department 45
Unit Six Chamber Service 47
Unit Seven Laundry Service 54
Unit Eight Special Services 60
Unit Nine Maintenance Service 66
Unit Ten Amenities 70
Part Ⅲ Food and Beverage 83
Unit Eleven Table Reservation 85
Unit Twelve At the Chinese Restaurant 96
Unit Thirteen At the Western Restaurant 109
Unit Fourteen At the Bar 119
Unit Fifteen Room Service 130
Part Ⅳ Cruise＆Service Department 141
Unit Sixteen At the Fitness Center 143
Unit Seventeen Shopping 151
Unit Eighteen Shore Excursior 161
Unit Nineteen At the Theatre 174