目 錄 cene ne Getting to Know Hotels ene ne cene wo cene hree cene our cene ive Room Reservations Bellman Service Check-in At Information Desk Check-out 12 19 26 34 41 cene ne cene wo cene hree Receiving Guests Chamber Service Laundry Service 50 57 63 Part 1 Introduction to Hotels 1 Part 2 The Front Desk 11 Part 3 Housekeeping Department 49 CONTENTS X cene ne cene wo cene hree cene our cene ive Table Reservations Greeting Guests Taking Orders Serving Dishes Wine Service 72 78 85 92 99 cene ne cene wo cene hree General Switchboard Secretarial Services Providing Information 108 116 124 cene ne cene wo cene hree Recreation Service At the Cloakroom Handling Complaints 132 139 146 Part 4 Food & Beverage Department 71 Part 5 Business Center 107 Part 6 Special Services 131 Dialogue-Scripts & Reference Answer 153 Appendix I: Hotel Management Organization 224 Appendix II:Food Beverage Vocabulary 226 參考文獻 229