PART I FRONT OFFICE SERVICE Unit 1 Room Reservations Unit 2 At the Reception Desk Unit 3 Bell Service Unit 4 At the Information Desk Unit 5 Settling Guests' Complaints PART II HOUSEKEEPING DEPARTMENT Unit 6 Recognizing the Guests Unit 7 Chamber Service Unit 8 Laundry Service Unit 9 Wake-up Call Service Unit 10 The Maintenance Service PART III FOOD AND BEVERAGE DEPARTMENT Unit 11 Table Reservation Unit 12 Seating the Diners Unit 13 Taking Orders Unit 14 Serving Dishes Unit 15 Buffet Service Unit 16 At the Bar PART W THE BUSSINESS CENTER Unit 17 Secretary Service Unit 18 Providing Information Unit 19 Communication Service Unit 20 Mail Service Unit 21 Ticket Service PART V SPECIAL SERVICE Unit 22 At the Recreation Center Unit 23 The Cashier Unit 24 Baby-sitting Service Unit 25 Deposit Service Unit 26 Complaints APPENDIX I Elementary English for Hotel Staff and Management APPENDIX II Useful Words and Expressions for Hotel Services APPENDIX III Hotel Organization Chart APPENDIX N Hotel Organization Chart 參考文獻