Chapter I Front Office Service and Management Section I Knowledge Points Main Functions and Basic Requirements of Front Office Service and Management Section II Room Reservation Cases and Analysis Reception Cases Front Office Daily Service Cases Front Office Service Level Control Cases Front Office Sales Control Cases Front Office Information Control Cases Chapter II Room Service and Management Section I Knowledge Points Status and Functions of Housekeeping Department Basic Requirements of Room Service Points Section II Cases and Comments on Conventional Service Cases Special Service Cases Room Service Quality Management Cases Case Theme Room Service Management Case Special Room Service Management Case Chapter III Service and Management of Food and Beverage Department Section I Knowledge Points of Main Tasks of Food and Beverage Department Section II Cases and Comments on Reservation, Welcome, Ordering Service Case Zero Meal Service Case Group Package Service Case Restaurant Service Level Control Case Kitchen Management Case Chapter IV Accident and Complaint Handling Case First Festival Hotel Security Features Knowledge Points, Causes and Countermeasures of Hotel Accidents and Complaints Handling Cases Section II Cases of Guest Room Accidents Handling and Comments on Catering Accident Control Cases Complaints Handling Cases Chapter V Human Resource Management Chapter I Festival Hotel Human Resource Management Knowledge Points Main Contents Hotel Staff Training Cases and Comments Hotel Human Resource Management Cases Reference Hotel Staff Training Cases.