本书突出“实”、“新”和“用”,选材面较宽,初级部分为日常生活对话,包括十四个单元,每个单元中又按实际内容需要分为若干部分,考虑到使用初级英语员工的实际水平,所有对话均为中英对照。本书不仅可供饭店员工学习、培训及工作之用,亦可供旅游英语、商务英语、经贸英语及一般院校英语专业学生作教材使用。

初级
**单元 打招呼及送行
第二单元 询问公共场所
第三单元 请客人等候以及提供帮助
第四单元 打电话
第五单元 祝贺及感谢
第六单元 要求及投诉
第七单元 同情与关心
第八单元 爱好与满意
第九单元 前厅
第十单元 房务
第十一单元 餐饮
第十二单元 在银行
**部分 银行开户
第二部分 询问存款
第三部分 询问储蓄
第四部分 要求兑换钱
第十三单元 在海关
**部分 在海关
第二部分 有东西要报关吗
第三部分 为电脑缴税
第四部分 办理海关手续
第十四单元 在邮局
**部分 寄信
第二部分 寄信
第三部分 寄包裹
第四部分 寄钱
第十五单元 在医院
**部分 看医生
第二部分 犯胃病
第三部分 与医生约诊
第四部分 买药
第十六单元 旅行
**部分 在飞机上
第二部分 乘火车旅行
第三部分 乘公共汽车旅行
第四部分 乘出租汽车
第十七单元 电信
**部分 打长途电话
第二部分 国际互联网
第三部分 谈论电信
第四部分 电子商务
初级英语试卷
中级
Front Office
Unit One At the Airport
Part One Meeting the Guest
Part Two Recognizing a Tour Group
Part Three A Brief Welcome Speech
Unit Two Room Reservations
Part One Accepting Reservations
Part Two Fully Booked
Part Three Canceling a Reservation
Unit Three Bellman
Part One Greeting a Guest on Arrival
Part Two Introducing Hotel Facilities
Part Three Baggage Delivery
Part Four Hiring a Taxi
Unit Four Reception and Check-in
Part One Checking in a Guest with Reservation
Part Two Checking in a Walk-in Guest
Part Three Changing a Room
Part Four Extending the Stay
Unit Five At the Information Desk
Part One Askingthe Way
Part Two Arranging a TourBus
Part Three City Tour
Part Four Leaving a Message
Unit Six Sales Promotions
Part One Talking about Hotel Reservations
Part Two Negotiating on Terms.
Part Three Persuasive Talks
Unit Seven Public Relations
Part One Soliciting Comments and Suggestions
Part Two Arranging a News Conference
Part Three Invitation and Replies
Unit Eight Front Cashier
Part One Checking Out
Part Two A Miscalculation
Part Three Foreign Currency Exchange
Unit Nine Business Center
Part One Booking Air Tickets
Part Two Sending a Fax
Part Three Sending E - mails
Part Four Explaining Time Differences
Part Five Asking for An Interpreter
Unit Ten Operator
Part One A Call from Outside
Part Two Making a Collect Call
Part Three Wake - up Call Service
Housekeeping
Unit Eleven Floor Attendant
Part One Showing a Guest to the Room
Part Two Explaining Room Facilities
Part Three Valuables Deposit
Unit Twelve Chamber Service
Part One Making up the Room
Part Two The Turn - clown Service
Part Three Bringing Something on Request
Unit Thirteen Laundry Service
Part One Demanding Laundry Service
Part Two Special Instructions
Part Three Suggesting Express Laundry Service
Unit Fourteen Miscellaneous Services
Part One Shopping for Guests
Part Two Baby - sitting Service
Part Three Room Service
Part Four Repairing the TV Set
Unit Fifteen Dealing with Emergencies
Part One Guest Injured
Part Two A Sick Guest
Part Three A Small Fire
Food & Beverage
Unit Sixteen Reservations
Part One Booking Seats
Part Two Banquet Reservations
Part Three Reserving a Meeting Room
Unit Seventeen Seating Guests
Part One Seating the Guest without a Reservation
Part Two Seating the Guest with a Reservation
Unit Eighteen Chinese Food Service
Part One Chinese Food
Part Two Chinese Restaurant Service
Part Three Ordering Drinks
Part Four Serving the Dishes
Unit Nineteen In the Coffee Shop
Part One At Dinner Time
Part Two A Buffet Breakfast
Part Three A Continental Breakfast
Part Four An American Breakfast
Unit Twenty At the Bar
Part One Chinese Liquors and Wines
Part Two Mixing Cocktail
Unit Twenty - one Room Service
Part One Ordering Room Service
Part Two Sending the Room Service Order
Unit Twenty -two Ways of Paying
Part One Signing the Bill
Part Two Paying by Credit Card.
Part Three Explaining the Bill
Part Four Explaining the Credit Limit
Unit Twenty-three Guest Complaints
Part One Changing a Dish
Part Two Complaining about the Dishes
Unit Twenty- four A Birthday Party
Shopping
Unit Twenty -five At the Textile and Knitwear Counter
Part One Buying Chinese Silk Fabrics
Part Two Buying T- shirts
Part Three Fashion
Unit Twenty -six At the Jewelry and Crafts Counter
Part One Recommending Traditional Chinese Crafts
Part Two Jewelry
Part Three Recommending Typical Chinese Toys
Unit Twenty- seven At the Medicine and Foodstuff Department
Part One Chinese Tea
Part Two Chinese Medicine and Tonics
Part Three Chinese Local Flavor Food
Unit Twenty - eight At the Chinese Arts and Stationery Department
Part One Chinese Seal Cutting, Calligraphy and Paintings
Part Two The Four Treasures of Study
Part Three Packaging and Shipping
Health and Recreation
Unit Twenty -nine At the Health Center
Part One Talking about Health Club Facilities.
Part Two Sauna
Part Three At the Indoor Swimming Pool
Unit Thirty In the Beauty Salon
Part One At the Barber's
Part Two A Permanent Wave
Unit Thirty - one Recreation
Part One At the Ball Room
Part Two Karaoke Bar
Part Three Mahjong
Part Four Bowling
English Test at Intermediate Level
Appendix I useful English Abbreviations For Hotels
Appendix II 180 Useful Sentences For Fotels
Appendix III Key to Listening Exercises (Tape Script)
参考书目