●前言
●使用說明
●Chapter 1 The Front Office Work 前臺工作
●Unit 1 Booking Rooms 顧客訂房
●Unit 2 Greeting Guests 迎接客人
●Unit 3 Reception Guests 接待顧客
●Unit 4 Check In 顧客登記入住
●Unit 5 Foreign Exchange 為顧客兌換
●Unit 6 Require Information 顧客問訊
●Unit 7 Settling Complaints 處理顧客投訴
●Unit 8 Telephone Terminal 總機服務
●Unit 9 Check Out 顧客結賬
●Chapter 2 Housekeeping Department Work 客房部工作
●Unit 1 Ushering a Guest into the Room 帶客進房
●Unit 2 Introducing the Room Equipment and Service 介紹設備與服務
●Unit 3 Tidy the Room 整理房間
●Unit 4 Laundry Service 洗衣服務
●Unit 5 Repair Service 維修服務
●Unit 6 Wake-up Call Service 叫醒服務
●Unit 7 Room Service 送餐服務
●部分目錄