Chapter Ⅰ A Bnef Introduction to the Hotel Industry
Unit 1 Brief Introduction to Hotels and Hotel Groups
Unit 2 Guide to Hotel English
Chapter Ⅱ Front Office
Unit 1 Reservotion
Unit 2 Reccption
Unit 3 Bell Service
Unit 4 Telephone Operator
Unit 5 Information Desk
Unit 6 Money Exchanging
Unit 7 Checking out
Chapter Ⅲ Housekeeping
Unit 1 Guiding Guests to Their Rooms
Unit 2 Cleaning the Room
Unit 3 Room Service
Unit 4 Maintenance
Unit 5 Laundry Service
Unit 6 Money Exchanging
Unit 7 Checking out
Chapter Ⅳ Food and Beverage
Chapter Ⅴ The Business Center
Chapter Ⅵ Other Services
Chapter Ⅶ Complaints
Appendix
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