实训模块一 前厅服务Front Office 1
Project 1 Room Reservation 1
Project 2 Checking In 13
Project 3 Bell Service 23
Project 4 Information Service 33
Project 5 Switchboard 43
Project 6 Foreign Currency Exchange 55
Project 7 Checking Out 65
Project 8 Business Center 76
实训模块二 客房服务Housekeeping 85
Project 1 Cleaning Service 85
Project 2 Laundry Service 95
Project 3 Other Services 105
实训模块三 餐饮服务Food and Beverages 117
Project 1 Table Reservation 117
Project 2 Chinese Food 128
Project 3 Western Food 138
Project 4 Room Service 148
Project 5 Beverage Service 158
实训模块四 康乐服务Recreation Center 168
Project 1 Body Building Service 168
Project 2 Bath and Sauna 178
Project 3 Beauty Parlor 186
实训模块五 会展服务Convention and Exhibition 195
Project 1 Convention Service 195
Project 2 Exhibition Service 206
实训模块六 处理投诉Handling Complaints 218
Project Handling Complaints 218
参考答案Suggested Answers 229
参考文献 253