| UNIT ONE HOTEL INDUSTRY ABC Ⅰ. What Is a Hotel Ⅱ. How to Enter the Hotel World Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT TWO FRONT OFFICE （Ⅰ） Reservation Service Ⅰ. What to Do in Handling Room Reservations Ⅱ. How to Handle Room Reservations Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT THREE FRONT OFFICE （Ⅱ） Reception Service Ⅰ. What Do You Know About a Registration Form Ⅱ. How to Register Guests Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT FOUR FRONT OFFICE （Ⅲ） Concierge Service Ⅰ. What Do We Do Every Day Ⅱ. How to Do Our Service Properly Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT FIVE FRONT OFFICE （Ⅳ） Cashier Service Ⅰ. What to Do with the Hotel Bills Ⅱ. How to Be a Hotel Cashier Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT SIX HOUSEKEEPING （Ⅰ） Guest-Room Service Ⅰ. What Work Is Included in This Department Ⅱ. How to Do the Chamber Service Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT SEVEN HOUSEKEEPING（Ⅱ） Personal Service Ⅰ. What Are Included in Personal Services Ⅱ. How to Offer Personal Services Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT EIGHT FOOD & BEVERAGE DEPARTMENT （Ⅰ） Chinese Restaurant Service Ⅰ. What Is Served Here Ⅱ. How to Work in the Food and Bevcrage Department Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT NINE FOOD&BEVERAGE DEPARTMENT （Ⅱ） Western Restaurant Service Ⅰ. What Is Served in a Western Restaurant Ⅱ. How to Serve Western Cuisine Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT TEN FOOD & BEVERAGE DEPARTMENT （Ⅲ） Beverage Service Ⅰ. What Arc the Beverages We Serve Ⅱ. How to Serve Beverages Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT ELEVEN SHOPPING ARCADE Ⅰ. What Is to Be Sold in Our Shopping Arcade Ⅱ. How to Promote Chinese National Culture Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT TWELVE RECREATION DEPARTMENT Ⅰ. What Activities Can We Go in for Here Ⅱ. How to Do Service Here Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT THIRTEEN EVENT DEPARTMENT Ⅰ. What Are Provided for the Meeting Planner Ⅱ. How to Work for the Event Business Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT FOURTEEN SALES & MARKETING DEPARTMENT Ⅰ. What Products Should We Sell Ⅱ. How to Sell Our Products Ⅲ. Summary of Our Work Ⅳ. Consolidation UNIT FIFTEEN SETTLING COMPLAINTS Ⅰ. What Will the Guests Complain About Ⅱ. How to Settle Complaints Ⅲ. Summary ofOur Work Ⅳ. Consolidation UNIT SIXTEEN HOTEL MANAGEMENT Ⅰ. What Does Hotel Management Mean Ⅱ. How Is the Hotel Management Working Ⅲ. Summary of Our Work Ⅳ. Consolidation Appendix Ⅰ. Tapescript Ⅱ. Translation of the Dialogs and Summary of Our Work |
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