Chapter 1 Reservation
Chapter 2 Reception
Chapter 3 Concierge
Chapter 4 Business Center
Chapter 5 Chamber Service
Chapter 6 Information Desk
Chapter 7 Cashier
Chapter 8 Switchboard
Chapter 9 Banqueting & Conferences
Chapter 10 Chinese Food
Chapter 11 Western Food
Chapter 12 Beverage Service
Chapter 13 Room Service
Chapter 14 Recreation Center
Chapter 15 Shopping
Chapter 16 Complaints Handling
Key to the Exercises
参考文献