内容大纲
本书凝聚了作者长期教学实践积累的成果，分为两部分：第一部分以情景对话的形式指出各个部门的工作职责和服务规范，包括语言规范；第二部分为短文，重点介绍饭店的特点、类型以及重要部门的人员配置和职责，并提供了饭店专门术语。
作者介绍
目录
Part one  Situational DiaIogues
    Unit 1  Making Reservations
    Unit 2  Check in
    Unjt 3  BeⅡ Service
    Unit 4  Concierge Service
    Unit 5  Chamber Service
    Unit 6  LaundIy and Valet Services
    Unit 7  Guest Service
    Unit 8  At a Chinese Restaurant
    Unit 9  At a Westem Restaurant
    Unit 10  Business and Entertainment Services
    Unit 11  Sales Pmmotion
    Unit 12  Public Relations
    Unit 13  Complaints
    Unit 14  Check Out
Part Two  Readings
    Unit 1  Hotels in the World
    Unit 2  Ways of Categorizing Hotels
    Unit 3  Serviced Accommodation
    Unit 4  Self-service Accommodation
    Unit 5  The Front 0ffice
    Unit 6  The Housekeeping
  Unit 7  The Food and Beverage
  Unit 8  Marketing
Exercises Key
Reference

内容大纲

作者介绍