Chapter 1 A Brief Introduction to Hotel Industry 1
Unit 1 The Structure of a Hotel 2
Unit 2 The Function of Each Position 6
Unit 3 Basic Knowledge for Staying in a Hotel 11
Chapter 2 Front Office Services 15
Unit 1 Room Reservation 16
Unit 2 Check-in 25
Unit 3 Bellman 33
Unit 4 Check-out 41
Chapter 3 Housekeeping Services 49
Unit 1 Chamber Services 50
Unit 2 Laundry Service 57
Unit 3 Miscellaneous Services 65
Unit 4 Special Problems 72
Chapter 4 Food and Beverage Services 80
Unit 1 Table Reservation 81
Unit 2 Taking Orders 88
Unit 3 Serving Dishes 96
Unit 4 Dealing with Complaints 104
Chapter 5 Auxiliary Services 112
Unit 1 Services for Business 113
Unit 2 Services for Meeting and Exhibition 121
Unit 3 Services for Sports and Recreation 129
Unit 4 Services for Tourism 136
Glossary 143