Part One English for Hospitality Basics **部分 酒店基礎英語
Chapter One Hospitality Basics 酒店基礎
1.1 Functions，Categories，and Ratings
1.2 Hotel Organization
1.3 Hotel Operating Models
1.4 Hotel Guests，Guest Cycle，and Hotel Services
Chapter Two Service Guide 服務指南
2.1 Hotel Profile，Welcome Speech，and Environment Commitment
2.2 Hotel Rules and Regulations
2.3 Front 0幣ce Services
2.4 Housekeeping Services
2.5 Food and Beverage Services
2.6 Conference and Recreation Services
Chapter Three Hospitality Management 酒店管理
3.1 Hotel Management
3.2 Hotel Human Resources Management
3.3 Hotel Finance Management
3.4 Hotel Engineering Management
3.5 Hotel Security Management
3.6 Hotel Marketing Management
Chapter Four Rooms Division 房務部
4.1 FrontOfficeDepartment
4.2 Housekeeping Department
Chapter Five Food & Beverage Division 餐飲部
5.1 Overview ofFood&Beverage Division
5.2 Food Service Department
5.3 Other Subordinate Departments
Chapter Six Convention，Recreation，and Complaints 會議服務、康樂服務與投訴處理
6.1 Convention and Recreation
6.2 Complaints
Part Two English for Hotel Services 第二部分 酒店服務英語
Chapter Seven General Expressions基本交際用語
7.1 Making Greetings
7.2 Bidding Farewells
7.3 Giving Thanks
7.4 Making Apologies
7.5 Giving Wishes
7.6 Giving Comforts，Congratulations，and Compliments
7.7 Making Requests
7.8 Giving Permissions
7.9 Offering Services
7.10 Giving Directions
7.1 1 Giving Reminders
7.12 Making Responses
7.13 Making Telephones
Chapter Eight Situational Expressions情景交際用語
8.1 Front Office Staff
8.2 Housekeeping Staff
8.3 Restaurant Staff
8.4 Management
Chapter Nine Hotel Application Forms酒店應用表單
Chapter Ten Food & BeverageMenus酒店餐飲菜單
10.1 Chinese Food
10.2 WesternFood
10.3 Wines List
10.4 DrinksList
Appendix 附錄(單獨成冊)