| Chapter 1 A Brief Introduction of Hotel Industry Unit 1 The Structure of a Hotel Unit 2 The Function of Each Position Unit 3 Basic Knowledge for Staying in a Hotel Chapter 2 Front Office Services Unit 1 Room Reservations Unit 2 Check-in Unit 3 Bellman Unit 4 Check-out Chapter 3 Housekeeping Services Unit 1 Chamber Service Unit 2 Laundry Service Unit 3 Miscellaneous Service Unit 4 Special Problems Chapter 4 Food and Beverage Services Unit 1 Table Reservation Unit 2 Taking Orders Unit 3 Serving Dishes Unit 4 Dealing with Complaints Chapter 5 Auxiliary Services Unit 1 Services for Business Unit 2 Services for Meeting and Exhibition Unit 3 Services for Sports and Recreation Unit 4 Services for Tourism Glossary |
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