宾馆英语（第2版）

UNIT ONE HOTEL INDUSTRY ABC
Ⅰ.What Is a Hotel
Ⅱ.How to Enter the Hotel World
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT TWO FRONT OFFICE（Ⅰ）
Reservation Service
Ⅰ.What to Do in Handling Room Reservations
Ⅱ.How to Handle Room Reservations
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT THREE FRONT OFFICE（Ⅱ）
ReceptionService
Ⅰ.What Do You Know About a Registration Form
Ⅱ.How to Register Guests
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT FOUR FRONT OFFICE（Ⅲ）
Concierge Service
Ⅰ.What Do We Do Every Day
Ⅱ.How to Do Our Service Properly
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT FIVE FRONT OFFICE（Ⅳ）
Cashier Service
Ⅰ.What to Do with the Hotel Bills
Ⅱ.How to Be a Hotel Cashier
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT SIX HOUSEKEEPING（Ⅰ）
Guest-Room Service
Ⅰ.What Work Is Included in This Department
Ⅱ.How to Do the Chamber Service
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT SEVEN HOUSEKEEPING（Ⅱ）
Personal Service
Ⅰ.What Are Included in Personal Services
Ⅱ.How to Offer Personal Services
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT EIGHT FOOD&BEVERAGE DEPARTMENT（Ⅰ）
Chinese Restaurant Service
Ⅰ.What Is Served Here
Ⅱ.How to Work in the Food and Beveragc Department
Ⅲ.Summary of our Work
Ⅳ.Consolidation
UNIT NINE FOOD&BEVERAGE DEPARTMENT（Ⅱ）
Westem Restaurant Service
Ⅰ.What Is Served in a Western Restaurant
Ⅱ.How to Serve Western Cuisine
Ⅱ.Summary of our Work
Ⅳ.Consolidation
UNIT TEN FOOD&BEVERAGE DEPARTMENT（Ⅲ）
UNIT ELEVEN SHOPPING ARCADE
UNIT TWELVE RECREATION DEPARTMENT
UNIT THIRTEEN EVENT DEPARTMENT
UNIT FOURTEEN SALES&MARKETING DEPARTMENT
UNIT FIFTEEN SETTLING COMPLAINTS
UNIT SIXTEEN HOTEL MANAGEMENT
Appendix