Chapter1 Front Office前台 2
1 Room Reservation房间预定 2
2 The Doorman and Porter门童和行李员 9
3 Reception迎宾接待 15
4 Check-in入住 23
5 Information Desk询问处 31
6 Deposit Goods物品寄存 38
7 Mail and Information信件服务 44
8 Exchanging Money兑换外币 51
9 The Switchboard总机服务 59
10 Check-out退房离店 67
Chapter2 Housekeeping Department客房部 77
1 Recognizing the Guests带客进房 77
2 Housekeeping客房管理 85
3 Laundry Service洗衣服务 92
4 Meals Service送餐服务 100
5 Chamber Cleaning收拾房间 107
6 Maintenance Service维修服务 114
7 Wake-up Service叫醒服务 122
8 Special Requests特殊要求 130
Chapter3 Business Department商务中心 139
1 Party Booking宴会预订 139
2 Secretarial Service文秘服务 148
3 Conference Service会议服务 155
4 Travel Service旅游服务 164
Chapter4 Food and Beverage Department餐饮部 175
1 Table Reservation餐桌预订 175
2 Conducting迎宾领位 183
3 Order Service餐桌服务 190
4 Bar Service酒水服务 198
5 Chinese Food中餐 205
6 Western Food西餐 212
7 Paying the Bill买单结账 219
Chapter5 Shopping Arcade商场部 226
1 Jewelry and Crafts Department珠宝工艺品 226
2 Garments Shop服装部 234
3 Medicine and Health Food医药保健品 241
Chapter6 Recreation休闲娱乐 250
1 Health Center健身中心 250
2 Sauna Center桑拿中心 258
3 Hair and Facial美容美发 264
4 In the Nightclub在夜总会 272
Chapter7 Complaints投诉 280
1 House-keeping Complaints客房投诉 280
2 Beverage Complaints餐饮投诉 288