飯店服務英語(附光碟)（簡體書）

Part One An Introduction to Hotels
Part Two Hotel Services
Chapter 1 Front Office and Its Sections
Unit 1 Front Office Department
Unit 2 Room Reservation
Unit 3 Bell and Concierge Service
Unit 4 Check-in Service
Unit 5 Cashiers Service
Unit 6 Check-out
Chapter 2 Housekeeping
Unit 1 About Housekeeping
Unit 2 Regular Services
Unit 3 Showing the Room
Unit 4 Cleaning the Room
Unit 5 Laundry Service
Unit 6 Room Service
Unit 7 Personalized Service
Unit 8 Emergency
Chapter 3 Food & Beverage
Unit 1 About Food & Beverage Services
Unit 2 Taking Table Reservations
Unit 3 Greeting the Guests
Unit 4 Taking Orders
Unit 5 Serving Dishes
Unit 6 Bar Service
Unit 7 Paying the Bill
Chapter 4 Health and Recreation Club
Unit 1 About the Health & Recreation Club
Unit 2 Swimming, Golf, and Karaoke Service
Chapter 5 Business Center
Unit 1 Secretarial Services
Unit 2 Providing Information
Unit 3 Convention Services
Unit 4 Ticket Services
Chapter 6 Other Services
Unit 1 Shopping
Unit 2 Telephone
Unit 3 At the Cloakroom
Unit 4 Dealing with Complaints
Part Three Appendices
Appendix Ⅰ Names of Hotel Departments
Appendix Ⅱ Positions in Hotel Departments
Appendix Ⅲ Room Tariff Sample
Appendix Ⅳ Commonly Used Words in Restaurant
Appendix Ⅴ Name, Symbol or Abbreviation of Common Currencies
Appendix Ⅵ Commonly Used Expressions in Beauty Parlors
Appendix Ⅶ World Time Beijing Time
Appendix Ⅷ Public Notice in English
Appendix Ⅸ World Airlines
Appendix Ⅹ Domestic Airlines
Appendix Ⅺ Traditional Festivals
Appendix Ⅻ Expressions for Hotel Introduction
參考文獻