总序 1
前言 1
Lesson l Hotel＆Hotel Industry 1
Lesson 2 Hotel Classification 10
Lesson 3 Unique Hotels 20
Lesson 4 Hotel Ratings 32
Lesson 5 Hotel Groups 41
Lesson 6 School and Education 51
Lesson 7 The Services of a Hotel 61
Lesson 8 Development and Issue 69
Lesson 9 The Front Office Department 77
Lesson 10 The Housekeeping Department 87
Lesson 11 Food and Beverage 97
Lesson 12 Health and Recreation 106
Lesson 13 Recruitment and Training 115
Lesson 14 Marketing and Promotion 125
Lesson 15 Safety and Security 135
Lesson 16 Handling Complaints 145
Basic Hotel Terms and Definitions 155