·Chapter 1 Hospitality Industry ABC
Unit 1 Hotel Types
Unit 2 What Is Service？
Unit 3 Different Guests
Unit 4 The Future of Hotels
Chapter 2 Front Office
Unit 1 Room Reservation
Unit 2 Check In
Unit 3 Bellman
Unit 4 Concierge
Unit 5 Operator
Unit 6 Cashier
Unit 7 Business Center
Chapter 3 Housekeeping
Unit 1 Facilities: Enjoy Your Stay
Unit 2 Executive Floor
Unit 3 Chamber Service
Unit 4 Laundry Service
Unit 5 Other Services
Chapter4 Food and Beverage
Unit 1 Reservation
Unit 2 Receiving the Diner
Unit 3 Chinese Restaurant
Unit 4 Western Restaurant
Unit 5 Breakfast
Unit 6 At the Bar
Unit 7 Banquet
Unit 8 Eating Habits
Chapter 5 Recreation Center
Unit 1 Gym
Unit 2 Sauna
Unit 3 Swimming
Unit 4 Massage
Chapter 6 Shopping Arcade
Unit 1 Souvenirs
Unit 2 Silk Products
Unit 3 Tea
Unit 4 Arts and Crafts
Chapter 7 Convention
Unit 1 Booking a Meeting
Unit 2 Convention Inspection
Unit 3 Convention Registration
Unit 4 Arranging Catering for the Group
Unit 5 Post-Conference Tour
Chapter 8 Marketing and Sales
Unit 1 Advertising
Unit 2 Negotiating
Unit 3 Signing the Contract
Chapter 9 Complaints
Unit 1 Dealing with Complaints
Unit 2 Difficult Customers
Transcript
Chapter 1 Hospitality Industry ABC （酒店業須知）
Chapter 2 Front Office （前廳）
Chapter 3 Housekeeping （客房）
Chapter 4 Food and Beverage （餐飲）
Chapter 5 Recreation Center （康樂）
Chapter 6 Shopping Arcade （商場）
Chapter 7 Convention （會議）
Chapter 8 Marketing and Sales （營銷）
Chapter 9 Complaints （投訴）
Keys
Chapter 1 Hospitality Industry ABC （酒店業須知）
Chapter 2 Front Office （前廳）
Chapter 3 Housekeeping （客房）
Chapter 4 Food and Beverage（餐飲）
Chapter 5 Recreation Center （康樂）
Chapter 6 Shopping Arcade （商場）
Chapter 7 Convention （會議）
Chapter 8 Marketing and Sales （營銷）
Chapter 9 Complaints （投訴）
Appendix Elementary English for Hotel Staff and Management
Elementary English for Hotel Staff and Management （飯店管理服務人員必學英語句型）
Useful Words and Expressions for Hotel Services （酒店常用詞語及詞組）
Famous Hangzhou Dishes （杭州著名菜肴）
Bibliography （參考書目）