목차 일부
part 1 Rooms Division Operations ... 7
Chapter 1. Room Reservations ... 8
Chapter 2. Front Office Reception Services ... 12
Chapter 3. Front Desk Cashiering Services ... 30
Chapter 4. Gues...
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목차 전체
part 1 Rooms Division Operations ... 7
Chapter 1. Room Reservations ... 8
Chapter 2. Front Office Reception Services ... 12
Chapter 3. Front Desk Cashiering Services ... 30
Chapter 4. Guest Relations Officers ... 46
Chapter 5. Service Express(Telephone Operators) ... 66
Chapter 6. Guest Service ... 80
Chapter 7. Gymnasium, Spa, and Swimming Pool ... 100
Chapter 8. Housekeeping Service ... 108
Letters of Thanks ... 126
part 2 Food and Beverage Operations ... 141
Chapter 1. Restaurant Reservations ... 142
Chapter 2. Restaurant Services ... 150
Chapter 3. Banquet Services ... 196
Hotel and Restaurant Humor ... 202
part 3 Sales and Marketing ... 209
Chapter 1. Sales Calls ... 210
Chapter 2. Preparing a Conference ... 224
Chapter 3. Transportation ... 228
Chapter 4. Beginning the Conference ... 232
Chapter 5. Marketing Relations ... 236
Waiter Humor ... 240
part 4 Job Interview ... 247
Chapter 1. Interviews ... 248
part 5. House Rules on Hotel Accommodation ... 269
References ... 280
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