Part 1 Front Office 服務前臺，形象的重要展示
1. Reserving a Room 　
2. Entrance Service
3. Checking In at the Reception Desk
4. Luggage Deposit
5. Concierge Service
6. The Lost and Found
7. Consulting About Tour
8. Complaining
9. Checking Out

Part 2 Hotel Housekeeping 客房服務
10. Wake-up Service
11. Room Cleaning
12. Laundry Service
13. Maintenance
14. Room Service
15. Telephone Service
16. Adding Items
17. Subscribing to Newspapers
18. Other Services

Part 3 Food & Drink 美味食物
19. Reserving a Table
20. Guests Receiving
21. Ordering Food
22. Serving Dishes
23. Arranging a Banquet
24. Accepting Tips or Not
25. Checking Out

Part 4 Relaxing & Health 健康娛樂，為客人提供人性化服務
26. Enjoying a Spa
27. Beauty Care
28. Hair Care
29. Singing at KTV
30. Serving Drinks in the Bar
31. At the Ballroom
32. In the Gym

Part 5 Business Service 商務服務，説明客人解決難題煩惱
33. Having Conferences
34. Typing and Photocopying
35. Faxing
36. Shopping
37. Currency Exchange
38. Arranging a Taxi
39. Reserving a Ticket
40. Some Emergencies

Appendix 附錄
1. 飯店內常見標誌單詞
2 飯店部門職位—覽表

Part 1 Front Office 服務前臺，形象的重要展示
1. Reserving a Room 　
2. Entrance Service
3. Checking In at the Reception Desk
4. Luggage Deposit
5. Concierge Service
6. The Lost and Found
7. Consulting About Tour
8. Complaining
9. Checking Out

Part 2 Hotel Housekeeping 客房服務
10. Wake-up Service
11. Room Cleaning
12. Laundry Service
13. Maintenance
14. Room Service
15. Telephone Service
16. Adding Items
17. Subscribing to Newspapers
18. Other Services

Part 3...