chapter 1 front desk unit 1 room reservations unit 2 check-in unit 3 bell service unit 4 operator service unit 5 foreign currency exchange unit 6 handling problems and ints unit 7 check-out chapter 2 food & beverage unit 8 taking restaurant reservation & seating guests unit 9 food & beverage service in western style unit 10 food & beverage service in chinese style unit 11 room service unit 12 bar service chapter 3 housekeeping unit 13 regular services in guest rooms unit 14 personalized housekeeping service unit 15 dealing with spe situations in guest rooms unit 16 laundry service chapter 4 other services unit 17 business center unit 18 mie service unit 19 health and recreation service unit 20 shopping center 参文献
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