Chapter 1 Front Desk 1
Unit 1 Room Reservations 2
Unit 2 Check-in 16
Unit 3 Bell Service 29
Unit 4 Operator Service 39
Unit 5 Foreign Currency Exchange 49
Unit 6 Handling Problems and Complaints 58
Unit 7 Check-out 71
Chapter 2 Food&Beverage 82
Unit 8 Taking Restaurant Reservation&Seating Guests 83
Unit 9 Food&Beverage Service in Western Style 96
Unit 10 Food&Beverage Service m Chinese Style 109
Unit 11 Room Service 121
Unit 12 Bar Service 131
Chapter 3 Housekeeping 142
Unit 13 Regular Services in Guest Rooms 143
Unit 14 Personalized Housekeeping Service 153
Unit 15 Dealing with Special Situations in Guest Rooms 163
Unit 16 Laundry Service 173
Chapter 4 Other Services 184
Unit 17 Business Center 185
Unit 18 MIE Service 197
Unit 19 Health and Recreation Service 206
Unit 20 Shopping Center 218
参考文献 229