本教材主要供高职高专饭店管理、餐饮管理与服务、旅游管理等专业的学生使用,具有以下特点:
选材全面,内容涉及预定、前厅服务、客房服务、餐饮服务、康乐与会议服务、投诉处理、销售、商务**等工作环节;
突出行业性和实用性,紧密联系饭店业的实际运作,结合本行业英语实践的特点,使学生能够在饭店常见的情景中自如地交流;
编写设计新颖,图文并茂,内容生动,形式多样;
配有形式活泼的助教课件,为教师授课和学生自学提供更多资源。

Unit 1 Reservations
Part I Dialogues
Part II Reading: Duties ofaReservationist
Part III Further Reading: A New Way of Hotel Reservation
Unit 2 Reception
Part I Dialogues
Part II Reading: How to Be a Qualified Front Desk Staff
Part III Further Reading: Types of the Front Desk Staff in Hotels
Unit 3 Concierge's Work
Part I Dialogues
Part II Reading: Introduction of Concierge's Work
Part III Further Reading: Cultural Differences
Unit 4 Housekeeping (I)
Part I Dialogues
Part II Reading: Duties and Responsibilities of Housekeeping Staff
Part III Further Reading: Legal Obligations of the Housekeeping Department in America
Unit 5 Housekeeping (II)
Part I Dialogues
Part II Reading: Duties of the Housekeeping Department
Part III Further Reading: Room Service Procedure
Unit 6 Maintenance
Part I Dialogues
Part II Reading: Responsibility of the Engineering Department
Part III Further Reading: Various Calls to the Engineering Department
Unit 7 good & Beverage (I)
Part I Dialogues
Part II Reading: Job Categories and Responsibilities in the F&B Service
Part III Further Reading: Greeting and Seating
Unit 8 Food & Beverage (11)
Part I Dialogues
Part II Reading: Possible Restaurant Problems
Part III Further Reading: Service of Red Wines
Unit 9 Handling Complaints
Part I Dialogues
Part II Reading;: Handling Complaints (I)
Part III Further Reading: Handling Complaints (II)
Unit 10 Sales Department
Part I Dialogues
Part II Reading: How Sales Department Functions
Part III Further Reading: Hospitality Sales Distribution and Promotion
Unit 11 At the Business Center
Part I Dialogues
Part II Reading: History of the Business Center
Part III Further Reading: Electronic Business Center in Coral Gables,Fla., Hotel
Unit 12 At the Recreation Center
Part I Dialogues
Part II Reading: Fitness Center Services in the Marquette Hotel
Part III Further Reading: The Recreation Hotel
Unit 13 At the Beauty Parlor
Part I Dialogues
Part II Reading: Welcome to Trends Beauty Parlor
Part III Further Reading: Beauty Tips
Unit 14 At the Shopping Arcade
Part I Dialogues
Part II Reading: Shopping in Honolulu's Hot Spot
Part III Further Reading: Caesars Palace
Unit 15 Checkout
Part I Dialogues
Part II Reading: Hotel Chains Try Self-Serve Kiosks for Check-in and Checkout
Part III Further Reading: A Rethink for Hotel Checkout Times
附录1:英汉饭店常用分类词汇表
附录2:2006年度全球酒店集团100强