Chapter 1 Hospitality Industry ABC 2
Unit 1 Hotel Types 2
Unit 2 What Is Service？ 5
Unit 3 Different Guests 8
Unit 4 The Future of Hotels 11
Chapter 2 Front Office 16
Unit 1 Room Reservation 16
Unit 2 Check In 20
Unit 3 Bellman 23
Unit 4 Concierge 26
Unit 5 Operator 29
Unit 6 Cashier 32
Unit 7 Business Center 35
Chapter 3 Housekeeping 38
Unit 1 Facilities：Enjoy Your Stay 38
Unit 2 Executive Floor 41
Unit 3 Chamber Service 44
Unit 4 Laundry Service 47
Unit 5 Other Services 51
Chapter 4 Food and Beverage 56
Unit 1 Reservation 56
Unit 2 Receiving the Diner 59
Unit 3 Chinese Restaurant 64
Unit 4 Western Restaurant 68
Unit 5 Breakfast 72
Unit 6 At the Bar 75
Unit 7 Banquet 79
Unit 8 Eating Habits 82
Chapter 5 Recreation Center 86
Unit 1 Gym 86
Unit 2 Sauna 89
Unit 3 Swimming 92
Unit 4 Massage 95
Chapter 6 Shopping Arcade 100
Unit 1 Souvenirs 100
Unit 2 Silk Products 103
Unit 3 Tea 106
Unit 4 Arts and Crafts 109
Chapter 7 Convention 114
Unit 1 Booking a Meeting 114
Unit 2 Convention Inspection 117
Unit 3 Convention Registration 120
Unit 4 Arranging Catering for the Group 123
Unit 5 Post-Conference Tour 126
Chapter 8 Marketing and Sales 130
Unit 1 Advertising 130
Unit 2 Negotiating 133
Unit 3 Signing the Contract 136
Chapter 9 Complaints 140
Unit 1 Dealing with Complaints 140
Unit 2 Difficult Customers 144
Transcript 148
Chapter 1 Hospitality Industry ABC（酒店业须知） 148
Chapter 2 Front Office（前厅） 151
Chapter 3 Housekeeping（客房） 161
Chapter 4 Food and Beverage（餐饮） 168
Chapter 5 Recreation Center（康乐） 179
Chapter 6 Shopping Arcade（商场） 182
Chapter 7 Convention（会议） 186
Chapter 8 Marketing and Sales（营销） 192
Chapter 9 Complaints（投诉） 196
Keys 200
Chapter 1 Hospitality Industry ABC（酒店业须知） 200
Chapter 2 Front Office（前厅） 201
Chapter 3 Housekeeping（客房） 204
Chapter 4 Food and Beverage（餐饮） 206
Chapter 5 Recreation Center（康乐） 208
Chapter 6 Shopping Arcade（商场） 209
Chapter 7 Convention（会议） 210
Chapter 8 Marketing and Sales（营销） 212
Chapter 9 Complaints（投诉） 214
Appendix Elementary English for Hotel Staff and Management Elementary English for Hotel Staff and Management（饭店管理服务人员必学英语句型） 216
Useful Words and Expressions for Hotel Services（酒店常用词语及词组） 224
Famous Hangzhou Dishes（杭州著名菜肴） 226
Bibliography（参考书目） 228