Part 1 Front Office 服務前臺，形象的重要展示

　1. Reserving a Room 　

　2. Entrance Service

　3. Checking In at the Reception Desk

　4. Luggage Deposit

　5. Concierge Service

　6. The Lost and Found

　7. Consulting About Tour

　8. Complaining

　9. Checking Out



Part 2 Hotel Housekeeping 客房服務

　10. Wake-up Service

　11. Room Cleaning

　12. Laundry Service

　13. Maintenance

　14. Room Service

　15. Telephone Service

　16. Adding Items

　17. Subscribing to Newspapers

　18. Other Services



Part 3 Food & Drink 美味食物

　19. Reserving a Table

　20. Guests Receiving

　21. Ordering Food

　22. Serving Dishes

　23. Arranging a Banquet

　24. Accepting Tips or Not

　25. Checking Out



Part 4 Relaxing & Health 健康娛樂，為客人提供人性化服務

　26. Enjoying a Spa

　27. Beauty Care

　28. Hair Care

　29. Singing at KTV

　30. Serving Drinks in the Bar

　31. At the Ballroom

　32. In the Gym



Part 5 Business Service 商務服務，?明客人解決難題煩惱

　33. Having Conferences

　34. Typing and Photocopying

　35. Faxing

　36. Shopping

　37. Currency Exchange

　38. Arranging a Taxi

　39. Reserving a Ticket

　40. Some Emergencies



Appendix 附錄

　1. 飯店內常見標誌單詞

　2 飯店部門職位—覽表