目录 Chapter One General Introduction to the Hotel Industry Lesson One The Development History of the Hotel Industry Lesson Two Characteristics of the Hotel Business Chapter Two Room Division Lesson One The Organizational Structure of Room Division Lesson Two Room Reservation Lesson Three Check-in Service Lesson Four Check-out Service Chapter Three Housekeeping Department Lesson One General Introduction to the Housekeeping Department Lesson Two Basic Services Lesson Three Special Services Lesson Four Dealing with Emergency Lesson Five Dealing with Complaints Chapter Four Food and Beverage Department Lesson One The Importance of Catering Service Lesson Two At the Restaurant Lesson Three Taking Orders Lesson Four Room Service Lesson Five Banquet Service
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