酒店英语

Chapter I An Overview of Hospitality Industry
　Preamble
　Lead-in Activity
　Practical Practice
　Activities
Chapter II Front Office and Its Sections
　Lesson One An Introduction to the Front Office
　Lesson Two Room Reservations
　Lesson Three Bell Service
　Lesson Four Concierge Service
　Lesson Five Check in
　Lesson Six Telephone Service
　Lesson Seven Business Center
　Lesson Eight Cashier's Service
Chapter III The Housekeeping Department and Its Sections
　Lesson One An Introduction to the Housekeeping Department
　Lesson Two Regular Services
　Lesson Three Laundry Service
　Lesson Four Personalized Housekeeping Service
　Lesson Five Dealing with Emergencies
Chapter IV Food and Beverage Department
　Lesson One About the Food & Beverage
　Lesson Two Taking Restaurant Reservations
　Lesson Three Hosting
　Lesson Four Taking Orders
　Lesson Five Serving Dishes
　Lesson Six Bar Service
　Lesson Seven Room Service
　Lesson Eight Paying the Bill
Chapter V Health and the Recreation Club
　Lesson One About the Health & the Recreation Club
　Lesson Two Beauty Salon
　Lesson Three Gym
　Lesson Four Sauna Bath and Spa
　Lesson Five Swimming Golf and Karaoke
Chapter VI Other Services in the Hotel
　Lesson One Dealing With Complaints
　Lesson Two Shopping
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