Chapter 1　Introduction
　Section 1: Hotel Classifications
　Section 2: Career in a Hotel

Chapter 2　Taking Room Reservations
　Section 1: Reservation by Telephone/Fax
　Section 2: Up-Selling
　Section 3: Confirmation/Cancellation

Chapter 3　Guest Arrivals
　Section 1: Reception
　Section 2: Bell Service
　Section 3: PBX (Public Broadcast Exchange)

Chapter 4　Hotel Facilities
　Section 1: The Gift Shop
　Section 2: The Beauty Salon
　Section 3: The Boutique

Chapter 5　Fitness Center
　Section 1: Gym and Recreation Facilities
　Section 2: Swimming Pool
　Section 3: Sauna/Spa 

Chapter 6　Food & Beverage Services
　Section 1: At the Restaurant
　Section 2: At the Buffet
　Section 3: At the Lounge Bar 
　Section 4: Room Service 

Chapter 7　Housekeeping
　Section 1: Room Fixtures, Supplies, and Amenities
　Section 2: Cleaning Rooms
　Section 3: Checking Out Items 
　Section 4: The Laundry Services 

Chapter 8　Providing Information (I)
　Section 1: City Tour and Information
　Section 2: Shopping

Chapter 9　Providing Information (II)
　Section 1: Giving Directions
　Section 2: Promoting Points of Interests
　Section 3: Arranging Rides 

Chapter 10　Business Center
　Section 1: Conference Room
　Section 2: Business Service
　Section 3: Internet and Conference Call 
　Section 4: Showroom 

Chapter 11　Complaints
　Section 1: Out of Order
　Section 2: Laundry and Cleaning
　Section 3: Room Changes 

Chapter 12　Dealing with Security Issues
　Section 1: Trespass
　Section 2: Emergencies

Chapter 13　Guest Departures
　Section 1: Settling Guest Accounts
　Section 2: Arranging Payments
　Section 3: Follow-Up Services 

Appendices
　Appendix Ⅰ：觀光旅遊字彙 
　Appendix Ⅱ：台灣旅遊景點 
　Appendix Ⅲ：台灣各地旅館簡介 

Answer Key