BOOK I Meet our staff  Welcome! Hotel amenities  Family- friendly lodging Valet Service The guest room  Checking in Meet the restaurant staff  Taking a reservation   Breakfast service  At the bar  Meet the kitchen staff    Utensils  Food service equipment  Food preparation  Glossary

BOOK II  Making a room reservation  Loyalty programs  Confirming a reservation  Housekeeping  Concierge  Airport Transfers  Evacuation  Checking out  Greeting and seating guests  Explaining the menu  Taking an order  Room service  Banquets  Food storage  Ordering food supplies  Glossary

BOOK III  Special functions  Business travellers  Responding to requests  Reservation problems  Broken!   Responding to complaints  Hotel safety  Money matters  Making suggestions  Problems in the dining room  How will you pay?   Working together  Kitchen safety and sanitation  Writing a résumé  Job interviews  Glossary