Program 1 Front Office 1
Task 1 Receiving Room Reservations 2
Task 2 Check-in Services 13
Task 3 Extending the Stay and Changing the Room 22
Task 4 Check-out Services 27
Task 5 Concierge Services 35
Program 2 Housekeeping Department 51
Task 1 Guiding the Guest to the Guest Room 52
Task 2 Chamber Services 61
Task 3 Laundry Services 78
Task 4 Other Special Services 86
Program 3 Food ＆ Beverage Department 99
Task 1 Table/Private Room/Banquet Reservations 100
Task 2 Receiving the Guest in the Restaurant 104
Task 3 Taking Orders 109
Task 4 Serving Dishes 121
Task 5 Serving at the Coffee Bar 125
Program 4 Other Comprehensive Trainings 131
Task 1 Handling Guests’ Complaints 132
Task 2 Meeting and Banquet Services 143
Task 3 Health and Recreation Services 153
Task 4 Shopping Services 162