Chapter I　Front Office Services　前台服务　001
Unit 1　Room Reservations　客房预订　003
Unit 2　Concierge Services　礼宾服务　011
Unit 3　Check-in Services　登记入住服务　017
Unit 4　Check-out Services　结账退宿服务　025
Unit 5　Complaint Services　处理投诉服务　033

ChapterⅡ　Housekeeping　客房服务　041
Unit 6　Showing Room　客房迎宾服务　043
Unit 7　Chamber Services　客房配套服务　051
Unit 8　Handling Guest Room Emergencies　处理客房突发事件服务　059

ChapterⅢ　Food & Beverage　餐饮服务　067
Unit 9　Table Reservations　餐桌预订　069
Unit 10　Greeting the Guests　餐厅迎客服务　076
Unit 11　Taking Orders　点菜服务　083
Unit 12　Serving Dishes　席间服务　090
Unit 13　Bar Services　吧台服务　099

Chapter Ⅳ　The Business Center　商务中心　107
Unit 14　Operator Services　总机服务　108
Unit 15　Meeting Services　会展服务　116
Unit 16　Travel Services　旅游服务　124
Unit 17　Health and Recreation Services　康乐服务　133

Chapter Ⅴ　Hotel Management and Introduction　酒店管理和介绍　141
Unit 18　Interview and Orientation Training　面试和迎新培训　143
Unit 19　Hotel Introduction　酒店介绍　150

参考文献　157

Appendix 1　Vocabulary　词汇　158

Appendix 2　Hotel Organization and Staff　酒店组织机构及人员　163
Appendix 3　Commonly Used Expressions in Food & Beverage　常用餐饮词汇　166