日常工作篇
Unit One Business Reservation Service
商务预订服务
Unit Two VIP Check-in Service
贵宾人住服务
Unit Three Maid Service
客房服务
Unit Four Food&Beverage Service
餐饮服务
Unit Five Business Service
商务服务
Unit Six Other Services
其他服务
Unit Seven Checkout Service
结账服务
投诉处理篇
Unit Eight Settling Complaints about Hotel Facilities
对饭店设施投诉的处理
Unit Nine Handling Complaints about Service
对服务行为投诉的处理
会议及市场营销篇
Unit Ten Convention Speech and Report
会议发言及报告
Unit Eleven Advertising and Marketing
广告宣传及市场营销
实用写作篇
Unit Twelve Writing in Everyday Work
日常工作写作
Unit Thirteen Business Letters
商业信函
Unit Fourteen Contracts and Agreements
合同与协议
附录
Texts Translation
课文译文
Exercise Keys
练习答案
Glossary
词汇表(高级)
Reference
参考文献
