本书系国家旅游局组织编写的旅游职业高中英语口语教材。全书共分5个部分，52个单元，包括150多个情景对话。内容涉及饭店对客服务的全过程。每单元还设有“词组和表达法”、“注释”和“练习”等项目。
本书也适合宾馆和饭店职业培训、社会办班以及具有高中英语水平的读者自学之用。
- 前辅文
- Part 1 Courtesies
- Unit 1 Greetings
- Unit 2 Introduction
- Unit 3 Parting
- Unit 4 Requests and Responses
- Unit 5 Thanks and Responses
- Unit 6 Apologies
- Unit 7 Asking the Way
- Unit 8 Asking Time and Dates
- Part 2 Front Desk Service
- Unit 9 Reservation (I)
- Unit 10 Reservation (II)
- Unit 11 Guest Arrival
- Unit 12 Check-in (I)
- Unit 13 Check-in (II)
- Unit 14 Bringing the Guest to Room
- Unit 15 Delivering Bags
- Unit 16 Cloakroom
- Unit 17 Information Desk
- Unit 18 Messages
- Unit 19 Foreign Exchange
- Unit 20 Bringing Baggage Down
- Unit 21 Checking Out
- Part 3 Housekeeping Service
- Unit 22 Room Cleaning
- Unit 23 Lending Articles to Guests
- Unit 24 Damage Problems
- Unit 25 Dealing with Complaints
- Unit 26 Lost and Found (I)
- Unit 27 Lost and Found (II)
- Unit 28 Laundry (I)
- Unit 29 Laundry (II)
- Part 4 Food & Beverage Service
- Unit 30 Taking a Reservation
- Unit 31 Receiving the Diner
- Unit 32 Taking Orders
- Unit 33 Breakfast
- Unit 34 Lunch
- Unit 35 Dinner
- Unit 36 Buffet and Snack Bar
- Unit 37 In a Chinese Restaurant
- Unit 38 Room Service
- Unit 39 In the Bar
- Unit 40 Dealing with Requests
- Unit 41 Dealing with Complaints
- Unit 42 Giving the Bill
- Part 5 Other Services
- Unit 43 Shopping (I)
- Unit 44 Shopping (II)
- Unit 45 Telephone Calls (I)
- Unit 46 Telephone Calls (II)
- Unit 47 Telephone Calls (III)
- Unit 48 Sport and Keep-fit
- Unit 49 At the Post Office
- Unit 50 Hair-dressing
- Unit 51 Convention Facilities
- Unit 52 Booking Tickets
