Part I Front Desk 櫃檯
Unit 01 New Staff Training 訓練新進員工
Unit 02 Checking In 入住
Unit 03 Walk-ins 當天入住
Unit 04 Checking Out 退房
Unit 05 Visitors With Luggage 帶行李的客人

Part II Reservations 預約
Unit 06 New Staff Training 訓練新員工
Unit 07 Making Reservations 預約
Unit 08 Booking Confirmation 確認預約
Unit 09 Cancellation 取消
Unit 10 Reservations Status 預約狀況

Part III Housekeeping Department 房務部
Unit 11 Training New Staff 訓練新員工
Unit 12 Daily Routine In Housekeeping
房務部日常工作
Unit 13 Special Needs, Requirements And Requests
特別的需求，要求和請求的事物
Unit 14 Guest Services 客服
Unit 15 Supplies Control 控制供應量

Part IV Amenities 設備
Unit 16 Guest Facilities 顧客的設施
Unit 17 Pool 泳池
Unit 18 Gym Use 健身房使用
Unit 19 Hot Springs, Spa, Sauna
熱溫泉，溫泉，蒸汽浴
Unit 20 Meal Deals 餐點選擇

Part V Banquets 宴會
Unit 21 New Staff Training 新進員工訓練
Unit 22 Banquet Packages 宴會套裝服務
Unit 23 Meal Arrangements 餐點安排
Unit 24 Venue Layout 場地規劃
Unit 25 Breakfast Buffet 自助式早餐

Part VI Crisis Management 經營管理危機
Unit 26 Customer Reactions 顧客的反應
Unit 27 Injuries 意外傷害
Unit 28 Media Relations 和媒體的關係
Unit 29 Unexpected Disasters 無法預測的災難
Unit 30 Problems 疑難問題

作者簡介

Claire Chang & Mark Venekamp

　　or you, the reader, I hope that this book will help further your career in
the hospitality business. Speak and read in English every chance you get;
that's the best way to learn.

　　Thanks go to Oliver, of Villa 32 in Beitou, and Patti, of various hotels in
Asia, for your generous help in making this book appeal to the Taiwanese audience. I would also like to thank the people I worked with at Lake Yellowstone Hotel in the US for teaching me about how to run a hotel.

　　Now, dear reader, go out there and speak some English.

　　這本書是給你的，讀者們，我希望本書可以幫助你在旅館業的生涯發展。

　　請儘可能在你可以得到的機會中，說和閱讀英語；這是最好的學習方法。

　　謝謝人在北投三十二號渡假別墅的奧立佛，與在亞洲許多的旅館工作的派蒂，因著你們慷慨的幫忙使這本書得以呈現給台灣的讀者。我也想要謝謝在黃石公園飯店和我一起工作的人們，教我如何經營一間旅館的方式。

　　現在，親愛的讀者，開始到講英語的地方，然後開口說些英語。