Unit 1 Hotel Basics
Unit 2 Making a Reservation on the Phone
Unit 3 Picking up Guests at the Airport
Unit 4 Welcoming the Guests—Luggage Service
Unit 5 Helping Guests Check-in
Unit 6 Making the Way to the Guestroom
Unit 7 Making a Wake-up Call Service
Unit 8 Guest’s Inquiry on the Phone
Unit 9 Helping Guests Check-out
Unit 10 Serving Western Food
Unit 11 Seating the Guests in a Restaurant
Unit 12 Taking Orders in a Restaurant
Unit 13 Paying the Bill in a Restaurant
Unit 14 Providing Room Service
Unit 15 At the Bar
Unit 16 Housekeeping Service
Unit 17 Laundry Service
Unit 18 Fitness and Health Center
Unit 19 Dealing with the Complaints
參考文獻