| Module One The Front Desk Sub-module 1 Accepting Room Reservation Case 1 A Confirmed reservation 4 Case 2 A Guaranteed reservation 5 Case 3 Over-booking 6 Case 4 Handling the complaint about the room reservation 7 Sub-module 2 Check-in 15 Case 1 Bell service 16 Case 2 Registering a walk-in guest 16 Case 3 Registering a guest who has a reservation 17 Sub-module 3 Change of Reservation and Cancellation 25 Case 1 Bringing forward the reservation 26 Case 2 Extending the reservation 27 Case 3 Cancelling a guaranteed reservation 28 Sub-module 4 Other Services 35 Case 1 Taking a message 36 Case 2 Exchanging foreign currency 37 Case 3 Information service 37 Sub-module 5 Check-out 43 Case 1 Checking Out for guests 44 Case 2 Something wrong with the bill 45 Case 3 Late check-out and bell service 45 Module Two Housekeeping Sub-module 6 Floor Service 55 Case 1 The Bellb... |
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