目錄
Chapter 1 Introduction
Section 1: Hotel Classifications
Section 2: Career in a Hotel
Chapter 2 Taking Room Reservations
Section 1: Reservation by Telephone/Fax
Section 2: Up-Selling
Section 3: Confirmation/Cancellation
Chapter 3 Guest Arrivals
Section 1: Reception
Section 2: Bell Service
Section 3: PBX (Public Broadcast Exchange)
Chapter 4 Hotel Facilities
Section 1: The Gift Shop
Section 2: The Beauty Salon
Section 3: The Boutique
Chapter 5 Fitness Center
Section 1: Gym and Recreation Facilities
Section 2: Swimming Pool
Section 3: Sauna/Spa
Chapter 6 Food & Beverage Services
Section 1: At the Restaurant
Section 2: At the Buffet
Section 3: At the Lounge Bar
Section 4: Room Service
Chapter 7 Housekeeping
Section 1: Room Fixtures, Supplies, and Amenities
Section 2: Cleaning Rooms
Section 3: Checking Out Items
Section 4: The Laundry Services
Chapter 8 Providing Information (I)
Section 1: City Tour and Information
Section 2: Shopping
Chapter 9 Providing Information (II)
Section 1: Giving Directions
Section 2: Promoting Points of Interests
Section 3: Arranging Rides
Chapter 10 Business Center
Section 1: Conference Room
Section 2: Business Service
Section 3: Internet and Conference Call
Section 4: Showroom
Chapter 11 Complaints
Section 1: Out of Order
Section 2: Laundry and Cleaning
Section 3: Room Changes
Chapter 12 Dealing with Security Issues
Section 1: Trespass
Section 2: Emergencies
Chapter 13 Guest Departures
Section 1: Settling Guest Accounts
Section 2: Arranging Payments
Section 3: Follow-Up Services
Appendices
Appendix Ⅰ：觀光旅遊字彙
Appendix Ⅱ：台灣旅遊景點
Appendix Ⅲ：台灣各地旅館簡介
Answer Key |
