Chapter 1 General Introduction Chapter 2 Front Office 项目一 客房预订服务Room Reservation Service 项目二 门应服务Door Service 项目三 人住登记服务Checking in Service 项目四 陪送服务Accompanying Service 项目五 介绍设施和服务Introducing the Facilities and Service 项目六 处理投诉Handling the Complaints 项目七 退房结账服务Checking out Service Chapter 3 Food and Beverage Service 项目一 预订餐位服务Table Reservation Service 项目二 迎宾引座服务Greeting and Seating Service 项目三 点餐服务Taking Orders Service 项目四 席间服务Service During the Meals Service 项目五 结账服务Paying the Bill Service Chapter 4 Housekeeping 项目一 客房清理服务Cleaning the Room Service 项目二 夜床和加床服务Turn-down Service and Extending Beds Service 项目三 提供用品服务Offering Guest Supplies Service 项目四 房内用餐服务Room Service 项目五 洗衣服务Laundry Service Chapter 5 Bar and Lounge Service 项目一 问候与领位服务Greeting and Leading Service 项目二 点单与送酒服务Taking Orders and Serving Beverage Service 项目三 常见问题的应对Handling Unexpected Events Chapter 6 Other Services 项目一 票务服务Tickets Booking Service 项目二 收发快递Postal Expressing 项目三 寄存服务Depositing Service 项目四 预定会议Conference Reservation 项目五 会议报到服务Conference Registering Service 参考答案 Reforences
