Section Ⅰ Front Office Chapter 1 Room Reservation 1.1 Warm-up Reading 1.2 Situational Dialogues 1.3 Knowledge Supplements 1.4 Review Questions 1.5 Practice 1.6 Research and Discussion Chapter 2 Check-in 2.1 Warm-up Reading 2.2 Situational Dialogues 2.3 Knowledge Supplements 2.4 Review Questions 2.5 Practice 2.6 Research and Discussion Chapter 3 Bell Service 3.1 Warm-up Reading 3.2 Situational Dialogues 3.3 Knowledge Supplements 3.4 Review Questions 3.5 Practice Chapter 4 Concierge 4.1 Warm-up Reading 4.2 Situational Dialogues 4.3 Knowledge Supplements 4.4 Review Questions 4.5 Practice Chapter 5 Telephone Service 5.1 Warm-up Reading 5.2 Situational Dialogues 5.3 Knowledge Supplements 5.4 Review Questions 5.5 Practice Chapter 6 Other Guest Services 6.1 Warm-up Reading 6.2 Situational Dialogues 6.3 Knowledge Supplements 6.4 Review Questions 6.5 Practice Chapter 7 Check-out 7.1 Warm-up Reading 7.2 Situational Dialogues 7.3 Knowledge Supplements 7.4 Review Questions 7.5 Practice Section Ⅱ Housekeeping Department Chapter 8 Chamber Service 8.1 Warm-up Reading 8.2 Situational Dialogues 8.3 Knowledge Supplements
8.4 Review Questions 8.5 Practice 8.6 Research and Discussion Chapter 9 Laundry Service 9.1 Warm-up Reading 9.2 Situational Dialogues 9.3 Knowledge Supplements 9.4 Review Questions 9.5 Practice Chapter 10 Handling Complaints 10.1 Warm-up Reading 10.2 Situational Dialogues 10.3 Knowledge Supplements 10.4 Review Questions 10.5 Practice Chapter 11 Safety and Emergency 11.1 Warm-up Reading 11.2 Situational Dialogues 11.3 Knowledge Supplements 11.4 Review Questions 11.5 Practice 11.6 Research and Discussion Chapter 12 Other Housekeeping Services 12.1 Warm-up Reading 12.2 Situational Dialogues 12.3 Knowledge Supplements 12.4 Review Questions 12.5 Practice 12.6 Research and Discussion Section Ⅲ Food and Beverage Department Chapter 13 Restaurant Reservation 13.1 Warm-up Reading 13.2 Situational Dialogues 13.3 Knowledge Supplements 13.4 Review Questions 13.5 Practice Chapter 14 Taking an Order 14.1 Warm-up Reading 14.2 Situational Dialogues 14.3 Knowledge Supplements 14.4 Review Questions 14.5 Practice Chapter 15 Room Service 15.1 Warm-up Reading 15.2 Situational Dialogues 15.3 Knowledge Supplements 15.4 Review Questions 15.5 Practice Chapter 16 Bar 16.1 Warm-up Reading
16.2 Situational Dialogues 16.3 Knowledge Supplements 16.4 Review Questions 16.5 Practice Chapter 17 Banquet and Meeting 17.1 Warm-up Reading 17.2 Situational Dialogues 17.3 Knowledge Supplements 17.4 Review Questions 17.5 Practice Chapter 18 Paying the Bill 18.1 Warm-up Reading 18.2 Situational Dialogues 18.3 Knowledge Supplements 18.4 Review Questions 18.5 Practice Section Ⅳ Recreation and Fitness Center Chapter 19 Fitness Center 19.1 Warm-up Reading 19.2 Situational Dialogues 19.3 Knowledge Supplements 19.4 Review Questions 19.5 Practice Chapter 20 Spa Center 20.1 Warm-up Reading 20.2 Situational Dialogues 20.3 Knowledge Supplements 20.4 Academic Reading 20.5 Review Questions 20.6 Practice Chapter 21 Shopping and Entertainment 21.1 Warm-up Reading 21.2 Situational Dialogues 21.3 Knowledge Supplements 21.4 Review Questions 21.5 Practice Section Ⅴ Other Major Departments Chapter 22 Human Resource Department 22.1 Warm-up Reading 22.2 Situational Dialogues 22.3 Real World Case Study 22.4 Knowledge Supplements 22.5 Review Questions 22.6 Practice Chapter 23 Sales and Marketing Department 23.1 Warm-up Reading 23.2 Situational Dialogues 23.3 Real World Case Study 23.4 Knowledge Supplements 23.5 Review Questions
23.6 Practice Chapter 24 Accounting Department 24.1 Warm-up Reading 24.2 Real World Case Study 24.3 Knowledge Supplements 24.4 Review Questions 24.5 Practice Chapter 25 Maintenance Department 25.1 Warm-up Reading 25.2 Situational Dialogues 25.3 Real World Case Study 25.4 Review Questions 25.5 Practice Section Ⅵ Practical Writing Chapter 26 Quick Messages 26.1 Preview 26.2 Types of Quick Messages 26.3 Models 26.4 Practice Chapter 27 Business Correspondence 27.1 Preview 27.2 Parts of a Business Letter 27.3 Models 27.4 Practice Chapter 28 Fax Messages 28.1 Preview 28.2 Format of Fax Messages 28.3 Model 28.4 Useful Expressions 28.5 Practice Chapter 29 E-mails 29.1 Preview 29.2 Format of E-mails 29.3 Model 29.4 Practice Appendix Reference
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