Chapter 0 A BRIEF INTRODUCTION TO HOTEL INDUSTRY Chapter 1 FRONT DESK Unit 1 Making a Reservation Unit 2 Reception Unit 3 Bell Service Unit 4 Information Service Unit 5 Exchanging Money Unit 6 Complaints Unit 7 Checking out
Chapter 2 HOUSEKEEPING Unit 1 Guiding the Guests to Their Rooms Unit 2 Cleaning the Room Unit 3 Maintenance Unit 4 Laundry Service Unit 5 Room Service Unit 6 Emergency
Chapter 3 FOOD AND BEVERAGE Unit 1 Booking a Table Unit 2 Greeting and Farewell Unit 3 Taking Orders Unit 4 Bar Service Unit 5 Serving at the Dinner
Chapter 4 OTHER SERVICE Unit 1 Business Center Unit 2 Health and Recreation Center Unit 3 Shopping Center Unit 4 Telephone Unit 5 At the Cloakroom APPENDIX 1 Reference Answer APPENDIX 2 Expressions for Hotel Introduction APPENDIX 3 Public Notice in Hotels APPENDIX 4 Traditional Festivals APPENDIX 5 Diets Forbids,Preferences and Etiquettes of Main Guest Countries
