Chapter 1 Front Desk Unit 1 Room Reservations Unit 2 Check-in Unit 3 Bell Service Unit 4 Operator Service Unit 5 Foreign Currency Exchange Unit 6 Handling Problems and Complaints Unit 7 Check-out Chapter 2 Food ＆ Beverage Unit 8 Taking Restaurant Reservation & Seating Guests Unit 9 Food & Beverage Service in Western Style Unit 10 Food & Beverage Service in Chinese Style Unit 11 Room Service Unit 12 Bar Service Chapter 3 Housekeeping Unit 13 Regular Services in Guest Rooms Unit 14 Personalized Housekeeping Service Unit 15 Dealing with Special Situations in Guest Rooms Unit 16 Laundry Service Chapter 4 Other Services Unit 17 Business Center Unit 18 MIE Service Unit 19 Health and Recreation Service Unit 20 Shopping Center 参考文献
