Chapter One Front Office 1 Unit 1 Room Reservation 1 Unit 2 Reception 8 Unit 3 Bell Service 14 Unit 4 Switchboard 19 Unit 5 Business Center 24 Unit 6 Dealing with Complaints 30 Unit 7 Checkout 35 Chapter Two Housekeeping 41 Unit 1 Showing Room 41 Unit 2 Room Cleaning 47 Unit 3 Room Service 52 Unit 4 Laundry Service 57 Unit 5 Emergencies 63 Unit 6 Other Housekeeping Service 68 Chapter Three Food and Beverage 73 Unit 1 Reservation 73 Unit 2 Receiving Guests 79 Unit 3 Taking Orders for Western Food 85 Unit 4 Taking Orders for Chinese Food 93 Unit 5 At the Bar 99 Chapter Four Banqueting & Conferences 107 Chapter Five Health& Recreation Service 117 Unit 1 At the Recreation Center 117 Unit 2 At the Barbers & Beauty Salon 123 Chapter Six Other Service 129 Unit 1 Shopping 129 Unit 2 At the Bank 135 Unit 3 Individualized Service 140 Appendix 1 Organization Chart of Hotel Management 145 Appendix 2 Collection of World Famous Hotels in China 146 Appendix 3 Codes and Symbols of Domestic and International Airline Companies 150 Appendix 4 Applicant Letter for a Hotel Position 153 Reference 154
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