Chapter 1 Reservation 預(yù)訂…1
Chapter 2 Registration 入住登記…13
Chapter 3 Concierge 禮賓服務(wù)…24
Chapter 4 Private Branch Exchange 總機(jī)…35
Chapter 5 Check-out 退房…45
Chapter 6 Housekeeping 客房部…56
Chapter 7 Food and Beverage 餐飲服務(wù)…70
Chapter 8 Western Food 西式餐點…81
Chapter 9 Western Beverage 西餐酒水…91
Chapter 10 Chinese Food 中式餐點…101
Chapter 11 Chinese Tea and Alcohol 中國茶和酒…114
Chapter 12 Room Service 送餐服務(wù)…125
Chapter 13 Banquet Service 宴會服務(wù)…134
Chapter 14 Recreational Activities 娛樂活動…146
Chapter 15 Shopping Arcade 購物中心…157
Chapter 16 Complaints Settlement 處理投訴…169
Appendices 附錄…180
Appendix 1 客房設(shè)施和日用品…180
Appendix 2 中餐英文菜名…181
Appendix 3 西餐英文菜名…184
Appendix 4 外國酒名…187
Appendix 5 中國酒名…188
Appendix 6 中國茶和茶具…191
Appendix 7 中餐餐具…193
Appendix 8 西餐餐具…194
Bibliography 參考文獻(xiàn)…195