Chapter Ⅰ Front Office Services前臺服務
Unit 1 Room Reservations客房預訂
Unit 2 Concierge Services禮賓服務
Unit 3 Check—in Services登記入住服務
Unit 4 Check—out Services結賬退宿服務
Unit 5 Complaint Services處理投訴服務
Chapter Ⅱ Housekeeping客房服務
Unit 6 Showing Room客房迎賓服務
Unit 7 Chamber Services客房配套服務
Unit 8 Handling Guest Room Emergencies處理客房突發(fā)事件服務
Chapter Ⅲ Food&Beverage餐飲服務
Unit 9 Table Reservations餐桌預訂
Unit 10 Greeting the Guests餐廳迎客服務
Unit 11 Taking Orders點菜服務
Unit 12 Serving Dishes席間服務
Unit 13 Bar Services吧臺服務
Chapter Ⅳ The Business Center商務中心
Unit 14 Operator Services總機服務
Unit 15 Meeting Services會展服務
Unit 16 Travel Services旅游服務
Unit 17 Health and Recreation Services康樂服務
Chapter Ⅴ Hotel Management and Introduction酒店管理和介紹
Unit 18 Interview and Orientation Training面試和迎新培訓
Unit 19 Hotel Introduction酒店介紹
參考文獻
Appendix 1 Vocabulary詞匯
Appendix 2 Hotel Organization and Staff 酒店組織機構及人員
Appendix 3 Commonly Used Expressions in Food&Beverage常用餐飲詞匯