本书是教育部新世纪高职高专教育人才培养模式和教学内容体系改革与建设项目成果，是组织有关教育部高职高专教育专业教学改革试点院校编写的。
本书从饭店从业人员的实际工作需要，尤其是从提高饭店服务人员的英语交际能力出发进行构思、设计和编写，形式新颖、选材独到、内容丰富、语言规范、针对性强，对提高高职高专院校饭店管理与服务专业学生的英语交际能力具有实用价值。
全书由四个专题共二十七个单元组成，每个单元包括教学与考核要点、情景对话和相关知识链接三个组成部分。书后附有饭店服务英语常用句型和专业词汇。本书还配有录音光盘，可作为听、说训练素材。
本书可作为高等职业院校、高等专科院校、成人高等院校、本科院校高职教育饭店管理与服务及相关专业学生的学习用书，也可供五年制高职院校、中等职业学校学生及社会从业人员使用。
- Workshop One English For Front Office
- Unit One Reservation
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Receiving a Reservation （Basic Procedures）
- Sample Ⅱ We Are Fully Booked
- Part Three Related Background Knowledge
- Reading Material Advance Reservations
- Unit Two Reception
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ A Guest with Advance Reservation Checks in
- Sample Ⅱ Registering a Tour Group
- Part Three Related Background Knowledge
- Reading Material What Should Hotel Receptionist Do?
- Unit Three Bell Service
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Receiving a Guest＆Bringing Him to His Room
- Sample Ⅱ Running Errands for Guests
- Sample Ⅲ Getting down the Luggage before the Guests Check out
- Sample Ⅳ Hiring a Taxi
- Part Three Related Background Knowledge
- Reading Material The Front Desk Employees
- Unit Four Money Exchange
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Normal Transaction
- Sample Ⅱ The Night Change Limits
- Sample Ⅲ A Guest Wants to Change Traveler's Check
- Part Three Related Background Knowledge
- Reading Material The Accounting Department
- Unit Five Telephone Operator
- Part One Key Points for Teaching, learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ An Overseas Call
- Sample Ⅱ Morning Call
- Sample Ⅲ Taking a Message
- Part Three Related Background Knowledge
- Reading Material Guide to Telephone Behavior
- Unit Six Information
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample ⅠInquiring about Telephone Fee
- Sample Ⅱ Giving Information
- Sample Ⅲ Posting a Letter
- Part Three Related Background Knowledge
- Reading Material Ways of Categorizing Hotels
- Unit Seven Complaints
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Misunderstanding in Front Desk
- Sample Ⅱ All Is a Mess
- Sample Ⅲ Changing a Room
- Sample Ⅳ Missing
- Part Three Related Background Knowledge
- Reading Material Ⅰ Knowing the Hotel
- Reading Material Ⅱ Coping with Customer Problems
- Reading Material Ⅲ How to Deal with Complaints
- Unit Eight Paying the Bill and Checking Out
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Paying by Credit Card
- Sample Ⅱ Paying Cash in US Dollars
- Sample Ⅲ Checking out
- Part Three Related Background Knowledge
- Reading Material What Does a Cashier Pay Attention to?
- Workshop Two English For Housekeeping Department
- Unit Nine Room Cleaning
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Housekeeping (Basic Procedures)
- Sample Ⅱ Being Asked to Clean the Room Earlier
- Sample Ⅲ Turn down Service
- Part Three Related Background Knowledge
- Reading Material Ⅰ Housekeeping Department
- Reading Material Ⅱ Standards for Turn down Service
- Unit Ten Guests’Requests
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Morning Call
- Sample Ⅱ Asking for an Extra Bed
- Sample Ⅲ Borrowing Something
- Part Three Related Background Knowledge
- Reading Material Ⅰ Some Other Hotel Service
- Reading Material Ⅱ Room Types
- Unit Eleven Laundry and Valet Service
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Taking Laundry
- Sample Ⅱ Delivering Laundry by Mistake
- Part Three Related Background Knowledge
- Reading Material What Do Customers Really Want?
- Unit Twelve Lost and Found
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ My Camera Is Missing
- Sample Ⅱ Mailing the Lost Property to its Owner
- Part Three Related Background Knowledge
- Reading Material Hotel Services
- Unit Thirteen Damage and Compensation
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Damage
- Sample Ⅱ Compensation
- Part Three Related Background Knowledge
- Reading Material Promotion
- Unit Fourteen Problems and Maintenance
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Television Problems
- Sample Ⅱ The Smoke Detector is Flashing
- Sample Ⅲ There is Something Wrong with the Toilet
- Sample Ⅳ People Next Door are Very Noisy
- Sample Ⅴ The Light is Too Dim
- Sample Ⅵ The Air Conditioner Problems
- Part Three Related Background Knowledge
- Reading Material Engineering
- Workshop Three English For Food And Beverage Department
- Unit Fifteen Restaurant Reservation
- Part One Key Points for Teach ing,Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Accepting a Reservation
- Sample Ⅱ Refusing a Reservation
- Part Three Related Background Knowledge
- Reading Material Food and Beverage Department
- Unit Sixteen Receiving Diners
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Seating Guests
- Sample Ⅱ There isn't a Table
- Sample Ⅲ Seating Walk-in Guests
- Part Three Related Background Knowledge
- Reading Material Restaurants Categorized by Services
- Unit Seventeen Taking Orders and Recommendations
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ What Would You Like to Order?
- Sample Ⅱ Recommendation
- Part Three Related Background Knowledge
- Reading Material Special Cuisine
- Unit Eighteen Breakfast
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Having the Continental Breakfast
- Sample Ⅱ A Chinese Breakfast
- Part Three Related Background Knowledge
- Unit Nineteen Dinner
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ A La Carte
- Sample Ⅱ The Chef's Specialties
- Sample Ⅲ With a Performance
- Part Three Related Background Knowledge
- Reading Material Table Manners
- Unit Twenty Chinese Food Restaurant
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Introducing Chinese Food
- Sample Ⅱ Ordering a Chinese Dinner
- Sample Ⅲ A Special Meal
- Part Three Related Background Knowledge
- Reading Material Ⅰ The Culinary Arts of China
- Reading Material Ⅱ Local Cuisine
- Reading Material Ⅲ Chinese Banquet
- Unit Twenty-One Western Food Restaurant
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ At the Restaurant
- Sample Ⅱ Western Food
- Part Three Related Background Knowledges
- Reading Material Ⅰ Don'ts at the Table
- Reading Material Ⅱ Western Banquet
- Unit Twenty-Two Room Service
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ The Procedure of Room Service
- Sample Ⅱ Ordering Breakfast
- Part Three Related Background Knowledge
- Reading Material How to Meet Guests' Needs
- Unit Twenty-Three Buffet and Coffee Shop
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Buffet
- Sample Ⅱ Coffee Break
- Part Three Related Background Knowledge
- Reading Material Ⅰ Personnel Structure in the Foodservice Industry
- Reading Material Ⅱ Coffee Break
- Unit Twenty-Four Complaints
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Complaints about Food(Ⅰ)
- Sample Ⅱ Complaints about Food(Ⅱ)
- Sample Ⅲ Complaints about Service（Ⅰ）
- Sample Ⅳ Complaints about Service(Ⅱ)
- Part Three Related Background Knowledge
- Reading Material Learn to Be Good at Conversation
- Unit Twenty-Five Payment
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ By Credit Card
- Sample Ⅱ By Traveler's Checks
- Part Three Related Background Knowledge
- Reading Material Ⅰ Giving the Bill
- Reading Material Ⅱ A New Way to Handle Accounts
- Unit Twenty-Six At the Bar
- Part One Key Points for Teaching, Learning＆Assessment in the Unit
- Part Two Sample Communication
- Sample Ⅰ Chatting in the Bar
- Sample Ⅱ At the Bar
- Part Three Related Background Knowledge
- Reading Matenal Beverage Service
- Workshop Four English for Other Departments
- Unit Twenty-Seven English for Other Departments
- Part One Health Club
- Part Two Business Centre
- Part Three Post Office
- Part Four Shopping
- Part Five Beauty Parlor
- Appendix Ⅰ Useful Sentence Patterns for Hotel Service
- Appendix Ⅱ Commonly Used Words and Terms in Hotels
- References
