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前言
Chapter 1 Front Office
Unit 1 Room Reservation
Unit 2 Check-in
Unit 3 Concierge
Unit 4 Check-out
Chapter 2 Housekeeping
Unit 1 Chamber Service
Unit 2 Laundry Service
Unit 3 Room Service
Unit 4 Special Problems
Chapter 3 Food and Beverage
Unit 1 Table Reservation
Unit 2 Taking Orders
Unit 3 Serving Dishes
Unit 4 Ways of Payment
Chapter 4 Auxiliary Service
Unit 1 Business Service
Unit 2 Meeting and Exhibition
Unit 3 Sports and Recreation
Unit 4 Tourism Service
Unit 5 Shopping Service
Unit 6 Dealing with Complaints
Appendixes
Appendix Ⅰ Glossary
Appendix Ⅱ An Introduction of Hotel Industry
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