序（Foreword）前言（Preface）Section 1 Front Office 1Unit One Room Reservations .1Unit Two Concierge 8Unit Three Check In 15Unit Four Information Desk 23Unit Five Switchboard Operator .30Unit Six Business Centre 37Unit Seven Check Out 44Unit Eight Handling Complaints.51Section 2 Food & Beverage 58Unit One Restaurant Reservations 58Unit Two Receiving the Guest 64Unit Three Taking Orders .71Unit Four Serving the Food 78Unit Five Paying the Bill 87Unit Six Room Service .95Unit Seven Café Service 104Unit Eight Bar Service 111Unit Nine Handling Complaints .118Section 3 Housekeeping 125Unit One Guiding the Guests to Their Rooms 125Unit Two Chamber Service .132Unit Three Laundry Service 138Unit Four Maintenance Service 144Unit Five Handling Complaints 150Section 4 Other Services 156Unit One At the Recreation & Fitness Center .156Unit Two At the Clothing Store 165Unit Three At the Souvenir Store 173Reference（参考文献） 181Appendix 182酒店组织机构图 .182酒店各岗位名称中英对照表 .183餐具常用词汇中英对照表 .185餐厅常用词汇中英对照表 .186
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