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Chapter Ⅰ An Overview of Hospitality Industry 1

Lead-in An Introduction to Hospitality Industry 1

Reading1Classification of Hotels 2

Reading 2 Type of Hotel Rooms and Hotel Facilities 5

Chapter Ⅱ Front Office Department 8

Lead-in An Introduction to Front Office Department 8

Lesson 1 Reception Desk接待处 9

Lesson 2 Information Desk问讯处 17

Lesson 3 Concierge Service礼宾服务 23

Lesson 4 Business Centre商务中心 29

Chapter Ⅲ Housekeeping Department 36

Lead-in An Introduction to the Housekeeping Department 36

Lesson 1 Welcoming and Guiding the Guests迎宾及带宾客至房间 36

Lesson 2 Cleaning the Room打扫房间 43

Lesson 3 Laundry Service洗衣服务 49

Lesson 4 Personalized Housekeeping Service个性化家政服务 56

Chapter Ⅳ Food and Beverage Department 64

Lead-in An Introduction to Food＆Beverage Department 64

Lesson 1 Table Reservations餐桌预订 64

Lesson 2 Hosting＆Taking Orders点单服务 70

Lesson 3 Serving Dishes就餐服务 76

Lesson 4 Paying the Bill结账 81

Chapter Ⅴ Other Information about Hotel 88

Lead-in An Introduction to the Hotel Jobs 88

Reading 1 The Main Rules for Handling Complaints＆Emergencies 88

Reading 2 Facilities in Hotel 91

Key to Listening Comprehension 96

Chapter Ⅱ The Front Office Department 96

Chapter Ⅲ Housekeeping Department 101

Chapter Ⅳ Food and Beverage Department 106

参考文献Reference 111