Chapter Ⅰ Front Office Services前台服务
Unit 1 Room Reservations客房预订
Unit 2 Concierge Services礼宾服务
Unit 3 Check—in Services登记入住服务
Unit 4 Check—out Services结账退宿服务
Unit 5 Complaint Services处理投诉服务
Chapter Ⅱ Housekeeping客房服务
Unit 6 Showing Room客房迎宾服务
Unit 7 Chamber Services客房配套服务
Unit 8 Handling Guest Room Emergencies处理客房突发事件服务
Chapter Ⅲ Food&Beverage餐饮服务
Unit 9 Table Reservations餐桌预订
Unit 10 Greeting the Guests餐厅迎客服务
Unit 11 Taking Orders点菜服务
Unit 12 Serving Dishes席间服务
Unit 13 Bar Services吧台服务
Chapter Ⅳ The Business Center商务中心
Unit 14 Operator Services总机服务
Unit 15 Meeting Services会展服务
Unit 16 Travel Services旅游服务
Unit 17 Health and Recreation Services康乐服务
Chapter Ⅴ Hotel Management and Introduction酒店管理和介绍
Unit 18 Interview and Orientation Training面试和迎新培训
Unit 19 Hotel Introduction酒店介绍
参考文献
Appendix 1 Vocabulary词汇
Appendix 2 Hotel Organization and Staff 酒店组织机构及人员
Appendix 3 Commonly Used Expressions in Food&Beverage常用餐饮词汇
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