Chapter 1 The Hospital ity Industry and Hotel Departments

Chapter 2 Front Office

Unit 1 Room Reservations

Unit 2 Check-in

Unit 3 Concierge

Unit 4 Business Center

Unit 5 Shopping Arcade

Unit 6 Cashier and Check out

Chapter 3 Housekeeping

Unit 1 Chamber Service

Unit 2 Laundry Service and Miscellaneous Services

Chapter 4 Food＆Beverage Department

Unit 1 Restaurant Service

Unit 2 Beverage Service

Unit 3 Health and Recreation

Chapter 5 Supporting Departments

Unit 1 Sales and Marketing Division

Unit 2 Human Resources Division

Unit 3 Settling Guests'Complaints

Unit 4 Security and Engineering Division

References