本书以国际酒店标准为依据，融入“我们是淑女和绅士为淑女和绅士服务”的全新服务理念，在突出国际酒店服务礼仪标准的同时，突出员工工作态度，强调团队合作精神。以每个岗位上的“我”为主体展开编写，内容更加全面、细致、专业、实用和有个性。

Part One I Am a Room Service Attendant

Unit 1 I Am a Room Service Attendant

A. Who Am I?

B. My Responsibilities

C. I Love My Job

Unit 2 This Is Our Hotel

A. Facilities

B. Departments

Unit 3 We Are a Team

A. The Secrets of Successful Hotels

B. I Am a Team Member

C. I Am Here

D. They Are My Co-workers

Unit 4 Menu

A. Breakfast Menu

B. All Day Dining Menu

C. Wine List

Unit 5 Taking Orders

A. Greeting the Caller

B. Asking for a Guest's Name

C. Taking Orders

D. Selecting a Wine

E. Guest Check

Unit 6 Preparing Delivery

A. Sending the Order

B. Picking Up Beverage Order

C. Picking Up Food Order

D. Preparing Delivery

Unit 7 Delivering Order

A. Checking

B. Using Tray and Cart

C. Entering the Guestroom

Unit 8 Serving the Meal

A. Setting Up the Table

B. Serving Food and Drink

Unit 9 Guest Checks

A. Presenting the Check

B. Paying in Cash

C. Paying by Credit Card

D. Charging to the Room

Unit 10 Guests Satisfaction

A. Following up

B. Resolving Complaints

C. Collecting Trays

Keys

Vocabulary

Part Two I Am a Recreation Attendant

Unit I I Am a Recreation Attendant

A. Who Am I?

B. My Responsibilities

C. I Love My Job

Unit 2 This Is Our Hotel

A. Facilities

B. Departments

Unit 3 We Are a Team

A. The Secrets of Successful Hotels

B. I Am aTeam Member

C. I Am Here

D. TheyAre My Co-workers

Unit 4 Reservations

A. Recreation Service Items

B.Answering the Phone

C. Making:Suggestions

Unit 5 Nightclub

A.Greeting the Guests

B. Hall

c.KTV Service

Unit 6 Massage Therapy

A. Services

B. Massage

C. Settling Accounts

Unit 7 Sauna

A,.Facilities

B. Changeroom

C.Sauna Room

Unit 8 Fitness Club

A. Reception

B. In the Gym

C. Equipment Maintenance

Unit 9 Swimming Area

A. Greeting Guests

B. In the Changeroom

C. At the Swimming Pool

Unit 10 Balls

A.Bowling

B. Snooker

C. Tennis

Unit 11 Beauty Salon

A. Greeting Guests

B. Hairdressing Service

C. Beauty Service

Keys

Vocabulary

References