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Chapter 1Front Office1
Unit 1Room Reservation3
Unit 2Bell Service12
Unit 3Checkª²in Service20
Unit 4Concierge Service28
Unit 5Operator Service36
Unit 6Business Center42
Unit 7Cashier Service49
Unit 8Settling Guests¬ð Complaints58Chapter 2Housekeeping Department67
Unit 9Guide Guests to Their Rooms69
Unit 10Room Cleaning Service76
Unit 11Laundry Service82
Unit 12Maintenance Service88
Unit 13Room Service95Chapter 3Food and Beverage Department101
Unit 14Table Reservations103
Unit 15Seating Guests110
Unit 16Taking Orders116
Unit 17Serving Dishes123
Unit 18Drinks129
Unit 19Dealing with Complaints in the Restaurant136
Unit 20Paying the Bill141Chapter 4Convention and Recreation Center147
Unit 21Convention Service149
Unit 22Recreation and Fitness Service156²Î¿¼ÎÄÏ×162
