Part One English for Hospitality Basics **���� �Ƶ���AӢ�Z
Chapter One Hospitality Basics �Ƶ���A
1.1 Functions��Categories��and Ratings
1.2 Hotel Organization
1.3 Hotel Operating Models
1.4 Hotel Guests��Guest Cycle��and Hotel Services
Chapter Two Service Guide ����ָ��
2.1 Hotel Profile��Welcome Speech��and Environment Commitment
2.2 Hotel Rules and Regulations
2.3 Front 0��ce Services
2.4 Housekeeping Services
2.5 Food and Beverage Services
2.6 Conference and Recreation Services
Chapter Three Hospitality Management �Ƶ����
3.1 Hotel Management
3.2 Hotel Human Resources Management
3.3 Hotel Finance Management
3.4 Hotel Engineering Management
3.5 Hotel Security Management
3.6 Hotel Marketing Management
Chapter Four Rooms Division ���ղ�
4.1 FrontOfficeDepartment
4.2 Housekeeping Department
Chapter Five Food & Beverage Division ���
5.1 Overview ofFood&Beverage Division
5.2 Food Service Department
5.3 Other Subordinate Departments
Chapter Six Convention��Recreation��and Complaints ���h���ա����������cͶ�V̎��
6.1 Convention and Recreation
6.2 Complaints
Part Two English for Hotel Services �ڶ����� �Ƶ����Ӣ�Z
Chapter Seven General Expressions�������H���Z
7.1 Making Greetings
7.2 Bidding Farewells
7.3 Giving Thanks
7.4 Making Apologies
7.5 Giving Wishes
7.6 Giving Comforts��Congratulations��and Compliments
7.7 Making Requests
7.8 Giving Permissions
7.9 Offering Services
7.10 Giving Directions
7.1 1 Giving Reminders
7.12 Making Responses
7.13 Making Telephones
Chapter Eight Situational Expressions�龰���H���Z
8.1 Front Office Staff
8.2 Housekeeping Staff
8.3 Restaurant Staff
8.4 Management
Chapter Nine Hotel Application Forms�Ƶꑪ�ñ��
Chapter Ten Food & BeverageMenus�Ƶ��ˆ�
10.1 Chinese Food
10.2 WesternFood
10.3 Wines List
10.4 DrinksList
Appendix ���(�Ϊ��Ƀ�)