该书共分成九大部分:
Part 1 Hospitality Industry ABCs(酒店业须知)
Part 2 TheFrontOffice(前厅)
Part 3 Housekeeping(客房服务)
Part 4 Food and Beverage(餐饮)
Part 5 At the Recreation Center(在康乐**)
Part 6 At the Shopping Arcade(在商场)
Part 7 Conventions(会议)
Part 8 Marketing and Sales(市场营销)
Part 9 Complaints(投诉)

Part 1 Hospitality Industry ABCs (酒店业须知)
Unit 1Hotel Types
Unit 2What Is Service?
Unit 3Different Guests
Unit 4The Future of Hotels

Part 2The Front Office (前厅)
Unit 1Room Reservations
Unit 2Check In
Unit 3The Bellman
Unit 4The Concierge
Unit 5The Operator
Unit 6The Cashier
Unit 7The Business Center

Part 3Housekeeping (客户服务)
Unit 1Facilities: Enjoying Your Stay
Unit 2The Executive Floors
Unit 3The Chamber Services
Unit 4The Laundry Services
Unit 5Other Services

Part 4Food and Beverage (餐饮)
Unit 1Reservations
Unit 2Receiving Diners
Unit 3At a Chinese Restaurant
Unit 4At a Western Restaurant
Unit 5Breakfast
Unit 6 At the Bar
Unit7At a Banquet
Unit 8Eating Habits

Part **t the Recreation Center (在康乐**)
Unit 1At the Gym
Unit2At the Sauna
Unit 3At the Swimming Pool
Unit 4At the Massage Center

Part 6 At the Shopping Arcade (在商场)
Unit 1Buying Souvenirs
Unit 2Buying Silk Products
Unit 3Buying Tea
Unit 4Buying Arts and Crafts

Part 7Conventions (会议)
Unit 1Booking a Meeting
Unit 2Inspecting Convention Site
Unit 3Convention Registration
Unit 4Arranging Catering for the Group
Unit 5Post-conference Tour

Part 8Marketing and Sales (市场营销)
Unit 1Advertising
Unit 2 Negotiating
Unit 3Signing the Contract

Part 9Complaints (投诉)
Unit 1Dealing with Complaints
Unit 2Difficult Customers
Appendix (附录)
Appendix ITapescripts (原文)
Appendix II Keys (参考答案)
Appendix IIIElementary English for Hotel Staff and Management
(饭店管理服务人员必学英语免型)
Appendix IV Useful Words and Expressions for Hotel Services
(酒店常用词汇)
Appendix V Menus of Famous Hangzhou Dishes (杭州**菜肴)
Appendix VIBibliography (参考书目)
……

众所周知,2008年北京奥运会和2010年上海世博会将极大地推动我国旅游业和酒店业的发展。业内人士指出,旅游业和酒店业是充满诱惑力的黄金产业,预计在未来10年内旅游业将成为许多地方的经济支柱。然而,具有较强的外语表达能力、懂国际惯例,又熟知酒店业务的酒店宾馆管理人员和技能人员严重缺乏,这已成为中国酒店业迎接未来挑战的“瓶颈”。有鉴于此,我们根据多年从事饭店英语教学的积累编写了《饭店英语听说教程》一书,以听力和口语训练为主线,帮助读者充分掌握酒店业的实用英语。
全书共分成九大部分,每个Part下面包含本章导读及若干个Unit,每个Unit下面由四大块组成,分别为Listening and Discussion,Pronunciation,Role Play,Word Stock。
Listening and Discussion(听力与讨论):听力的材料由两块组成,两块听力材料都与本Unit的主题密切相关,形式相对自如,既有篇章的形式,又有对话的形式,练习中采用了填空、补全对话、听写、判断等多种形式。