PartⅠ Front Office Department
Unit 1 Room Reservation
Unit 2 Check-in
Unit 3 Bell Service
Unit 4 Concierge Service
Unit 5 Business Center
Unit 6 Operator
Unit 7 At the Cashiers
Unit 8 Check-out
Unit 9 Dealing with Complaints
Part Ⅱ Housekeeping Department
Unit 10 Chamber Service
Unit 11 Laundry Service
Unit 12 Room Service
Unit 13 Maintenance Service
Unit 14 Miscellaneous Services
Unit 15 Dealing with Complaints
Part Ⅲ Food and Beverage Department
Unit 16 Dinner Reservation
Unit 17 Seating Guests
Unit 18 Taking Order
Unit 19 Serving Dishes
Unit 20 Taking Bill
Unit 21 Bar Service
Unit 22 Dealing with Complaints
Part Ⅳ Recreation and Convention Service
Unit 23 Recreation and Fitness Services
Unit 24 Banquet and Convention Service
参考文献
內容試閱：
Unit 1 Room Reservation
Basic Information about Room Reservation
Whether it is for a company business trip or for personal travel， we all need to， at some time or another， call a hotel to reserve a room. Making reservation is the necessity for travelers and an important marketing tool for lodging establishments. A reservation system
must ensure efficient means of assessing， processing， and confirming information. A wellorganized reservation system allows hotels to ensure a steady flow of guests into their properties. Hotels generally accept the following types of reservations: phone reservation，
e-mail reservation， global satellite reservation， and face-to-face reservation. People who handle room reservations are reservationists.
Basic Duties of Reservationists
Receiving phone calls， e-mails and faxes of room reservations from guests
? Handling face-to-face room reservations
? Promoting rooms of different types to guests
? Quoting room rates to guests
? Catering to guests’ special requests of rooms quickly and positively
? Explaining politely if hotel rooms are not available
? Making proper records in case of any changes or cancellations of room reservations
Listening
Direction: Listen to the following three dialogues and fill in the blanks.
Dialogue 1 FIT Reservation
R: Reservationist G: Guest
R: Good morning， Friendship Hotel. ( 1 ). May I help you?
G: Yes， I‘d like to reserve a ( 2 ) from the ( 3 ) of July.
R: One moment， please… Yes， sir， we have a room 4.
G: What’s the ( 5 ) per night?
R: 165 US dollars. Will that be all right?
G: Yes. That will be fine.
R: May I have your name and telephone number?
G: Sure. My name is Mr. Hibbard. That‘s ( 6 ). My telephone number is 0044-0253-720299.
R: Thank you， Mr. Hibbard. You’ve reserved a double room from the 4th to the 6th of July， and the telephone number is
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