Part One An Introduction to Hotels 1
Part Two Hotel Services 9
Chapter 1 Front Office and Its Sections 9
Unit 1 Front Office Department 9
Unit 2 Room Reservation 16
Unit 3 Bell and Concierge Service 23
Unit 4 Check-in Service 30
Unit 5 Cashier'S Service 37
Unit 6 Check-out 43
Chapter 2 Housekeeping 49
Unit 1 About Housekeeping 49
Unit 2 Regular Services 56
Unit 3 Showing the Room 62
Unit 4 Cleaning the Room 68
Unit 5 Laundry Service 73
Unit 6 Room Service 79
Unit 7 Personalized Service 84
Unit 8 Emergency 90
Chapter 3 Food ＆ Beverage 96
Unit 1 About Food ＆ Beverage Services 96
Unit 2 Taking Table Reservations 103
Unit 3 Greeting the Guests 109
Unit 4 Taking Orders 116
Unit 5 Serving Dishes 120
Unit 6 Bar Service 125
Unit 7 Paying the Bill 131
Chapter 4 Health and Recreation Club 136
Unit 1 About the Health ＆ Recreation Club 136
Unit 2 Swimming,Golf,and Karaoke Service 142
Chapter 5 Business Center 148
Unit 1 Secretarial Services 148
Unit 2 Providing Information 154
Unit 3 Convention Services 160
Unit 4 Ticket Services 166
Chapter 6 Other Services 173
Unit 1 Shopping 173
Unit 2 Telephone 180
Unit 3 At the Cloakroom 185
Unit 4 Dealing with Complaints 190
Part Three Appendices 197
Appendix Ⅰ Names of Hotel Departments 197
Appendix Ⅱ Positions in Hotel Departments 198
Appendix Ⅲ Room Tariff Sample 204
Appendix Ⅳ Commonly Used Words in Restaurant 206
Appendix Ⅴ Name,Symbol or Abbreviation of Common Currencies 222
Appendix Ⅵ Commonly Used Expressions in Beauty Parlors 225
Appendix Ⅶ World Time ＆ Beijing Time 228
Appendix Ⅷ Public Notice in English 236
Appendix Ⅸ World Airlines 252
Appendix Ⅸ Domestic Airlines 253
Appendix Ⅺ Traditional Festivals 254
Appendix Ⅻ Expressions for Hotel Introduction 256
参考文献 258