Chapter 1 Courtesy English(禮貌用語) Chapter 2 Front Desk Service(前廳服務) Lesson One Reservation Lesson Two Check-in Service Lesson Three Concierge Service Lesson Four Switchboard Service Lesson Five Check-out Service Lesson Six Handling Complaints Chapter 3 Housekeeping Service(客房服務) Lesson One Hotel Rooms and Facilities Lesson Two Chamber Service Lesson Three Laundry Service Lesson Four Room Service Lesson Five Maintenance Service Lesson Six Handling Complaints Chapter 4 Western Food Service(西餐服務) Lesson One Taking Orders Lesson Two Western Breakfast Service Lesson Three Western Table Setting & Napkin Folding Lesson Four Western Table Manner Lesson Five Handling Complaints Chapter 5 Chinese Food Service(中餐服務) Lesson One Chinese Cuisine Lesson Two Chinese Breakfast Service Lesson Three Chinese Table Setting Lesson Four Taking the Bill Service Lesson Five Chinese Table Manner Lesson Six Handling Complaints Chapter 6 Bar Service(酒吧服務) Lesson One Wine Service Lesson Two Champagne Service Lesson Three Whiskey Service Lesson Four Brandy Service Lesson Five Cocktail Service Lesson Six Coffee Service Lesson Seven Beer Service Lesson Eight Tea Service Lesson Nine Handling Complaints Chapter 7 Comprehensive Service(綜合服務) Lesson One Taking Messages Lesson Two Wake-up Call Service Lesson Three Turn Down Service Lesson Four Booking Tickets Service Lesson Five Butler Service Lesson Six Handling Complaints Chapter 8 Other Services(其他服務) Lesson One Meeting Service Lesson Two Exhibition Service Lesson Three Recreation Service Lesson Four Shopping Service
Lesson Five Special Service Lesson Six Handling Complaints Appendix References