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书名页
内容提要
版权页
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前言
Chapter 1 Courtesy English（礼貌用语）
Chapter 2 Front Desk Service（前厅服务）
Lesson One Reservation
Lesson Two Check-in Service
Lesson Three Concierge Service
Lesson Four Switchboard Service
Lesson Five Check-out Service
Lesson Six Handling Complaints
Chapter 3 Housekeeping Service（客房服务）
Lesson One Hotel Rooms and Facilities
Lesson Two Chamber Service
Lesson Three Laundry Service
Lesson Four Room Service
Lesson Five Maintenance Service
Lesson Six Handling Complaints
Chapter 4 Western Food Service（西餐服务）
Lesson One Taking Orders
Lesson Two Western Breakfast Service
Lesson Three Western Table Setting & Napkin Folding
Lesson Four Western Table Manner
Lesson Five Handling Complaints
Chapter 5 Chinese Food Service（中餐服务）
Lesson One Chinese Cuisine
Lesson Two Chinese Breakfast Service
Lesson Three Chinese Table Setting
Lesson Four Taking the Bill Service
Lesson Five Chinese Table Manner
Lesson Six Handling Complaints
Chapter 6 Bar Service（酒吧服务）
Lesson One Wine Service
Lesson Two Champagne Service
Lesson Three Whiskey Service
Lesson Four Brandy Service
Lesson Five Cocktail Service
Lesson Six Coffee Service
Lesson Seven Beer Service
Lesson Eight Tea Service
Lesson Nine Handling Complaints
Chapter 7 Comprehensive Service（综合服务）
Lesson One Taking Messages
Lesson Two Wake-up Call Service
Lesson Three Turn Down Service
Lesson Four Booking Tickets Service
Lesson Five Butler Service
Lesson Six Handling Complaints
Chapter 8 Other Services（其他服务）
Lesson One Meeting Service
Lesson Two Exhibition Service
Lesson Three Recreation Service
Lesson Four Shopping Service
Lesson Five Special Service
Lesson Six Handling Complaints
Appendix
References
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