Chapter 1 The Front Office前台服务
Unit 1 Reading：Introduction to the Front Office阅读——前台
Unit 2 Room Reservation客房预订
Unit 3 Check—in登记人住
Unit 4 Concierge Service 礼宾服务
Unit 5 Giving Directions指路
Unit 6 Settling Complaints处理投诉
Unit 7 Check—out结账退宿
Chapter 2 Housekeeping客房服务
Unit 8 Reading：Introduction to Housekeeping Operations阅读——房务部/客房部
Unit 9 Chamber Service客房服务
Unit 10 Room Service客房送餐
Unit 11 Laundry Service 洗衣服务
Chapter 3 Food and Beverage餐饮服务
Unit 12 Reading：Introduction to Food and Beverage Depaatment阅读——餐饮部
Unit 13 Booking a Table餐厅预订
Unit 14 Welcoming and Taking Orders迎客及点菜服务
Unit 15 Bar Services酒水服务
Unit 16 Paying the Bills付账
Chapter 4 Business Centre and Entertainment Services商务和康乐服务
Unit 17 Reading：Introduction to Business Center and Entertainment Services阅读——商务和康乐服务
Unit 18 Secretarial Services文秘服务
Unit 19 Convention Services会务服务
Unit 20 Recreation&Fitness Centre康体中心
Chapter 5 Other Services其他服务
Unit 21 Emergencies紧急情况处理
Unit 22 Maintenance and Other Services维修及其他服务
Bibliography参考文献
