Module 1 Front Office Service 前厅服务
Unit 1 Room Reservation 客房预订
Unit 2 Check In 登记入住
Unit 3 Information Service 问询服务
Unit 4 Check Out 结账离店
Unit 5 Secretarial Service 文秘服务
Unit 6 Dealing with Complaints 投诉处理
Module 2 Food & Beverage Service 餐饮服务
Unit 1 Booking a Table 预订餐台
Unit 2 Seating the Guests 引客入座
Unit 3 Taking Orders 点菜服务
Unit 4 Food Service 餐食服务
Unit 5 Beverage Service 酒水服务
Unit 6 Room Service 送餐服务
Unit 7 Dealing with Complaints 投诉处理
Module 3 Housekeeping Service 客房服务
Unit 1 Showing the Room 客房迎宾
Unit 2 Making Up the Room 整理房间
Unit 3 Maintenance Service 维修服务
Unit 4 Laundry Service 洗衣服务
Unit 5 Miscellaneous Services 多项服务
Unit 6 Dealing with the Emergencies 处理紧急情况
Module 4 Other Services 其他服务
Unit 1 Shopping Service 购物服务
Unit 2 Health and Recreation Service 康乐服务
Unit 3 Ticket-booking Service 票务服务
Unit 4 Convention Service 会议服务
Unit 5 Compliments and Complaints 表扬与投诉
References 参考文献