Part One English for Hospitality Basics Chapter One Hotel Basics 酒店基礎(chǔ) Lesson 1 Hotel Functions， Types， and Ratings Lesson 2 Hotel Organizational Structure Lesson 3 Hotel Operating Models Lesson 4 Guest Cycle and Hotel Services Chapter Two Service Guide 服務指南 Lesson 5 Hotel Profile， Welcome Speech， and Environmental Commitment Lesson 6 Hotel Rules and Regulations Lesson 7 Front Office Services Lesson 8 Housekeeping Services Lesson 9 Food & Beverage Services Lesson 10 Conference and Recreation Servi Chapter Three Hotel Management 酒店管理 Lesson 11 Hotel Management Lesson 12 Hotel Human Resources Management Lesson 13 Hotel Finance Management Lesson 14 Hotel Engineering Management Lesson 15 Hotel Security Management Lesson 16 Hotel Marketing Management Chapter Four Rooms Division 房務部 Lesson 17 Overview of Front Office Department Lesson 18 Front Desk and Room Reservation Desk Lesson 19 Reception Desk， Information Desk， and Business Center Lesson 20 Cashiers Desk and Concierge Desk Lesson 21 Hotel Lobby and Telephone Operator Lesson 22 Overview of Housekeeping Department Lesson 23 Functions of Housekeeping Department Lesson 24 Room Description Lesson 25 Room Cleaning and House Keeping Chapter Five Food & Beverage Division 餐飲部 Lesson 26 Overview of Food & Beverage Division Lesson 27 Food Service Department Lesson 28 Chinese Food and Western Food Lesson 29 Beverage Service Department and Banqueting Department Lesson 30 Room Service Department， Culinary Department， Stewarding Department， and Purchasing Department Chapter Six Convention， Recreation， and Complaint 會議服務、康樂服務與投訴處理 Lesson 31 Convention Service and Recreation Service Lesson 32 Handling Complaints Part Two English for Hotel Chapter Seven Situational Expressions 情景交際用語 Lesson 33 Room Reservationist Lesson 34 Registration Clerk Lesson 35 Concierge Lesson 36 Information Clerk Lesson 37 Cashier Lesson 38 Business Secretary and Operator Lesson 39 Sales Person and Floor Attendant Lesson 40 Housemaid Lesson 41 Restaurant Staff （I） Lesson 42 Restaurant Staff （II） Lesson 43 Management Chapter Eight Hotel Application Forms 酒店應用表單 Lesson 44 Hotel Application Forms （I） Lesson 45 Hotel Application Forms （II） Appendix 附錄 Appendix I General Expressions 基本交際用語 Appendix II Hotel Organizations and Positions 酒店組織機構(gòu)與酒店職位 Appendix III HoteITerms 酒店術(shù)語表 Appendix IV Chinese Food Menu 中式菜單 Appendix V Western Food Menu 西式菜單 Appendix VI Wine List 酒單 Appendix VII Drinks List 飲料單 Appendix VIII Learning Activities 學習活動
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