《饭店英语》以饭店服务职业培训为宗旨，将实用性、灵活性的理念融入到具体职业技能训练，特点是注重饭店环境下工作语言情景的导入，让学生在了解岗位主要流程、工作内容、工作职责、相关知识、文化背景和职业操守的同时，达到能运用英语自如应对饭店服务工作的目的。
　　《饭店英语》遵循了当代德国职业教育的理念，采用“教、学、做”一体化的教学模式，形成一套循序渐进、基于具体工作过程的训练程序，着重培养学生饭店职业能力和综合素质，它以酒店服务程序为线索，围绕酒店服务的核心内容进行英语教学，通过教师示范服务、学生模拟服务、真实现场体验等几个教学环节，使即将成为饭店工作人员的学生熟悉饭店服务程序和规范，掌握运用英语进行饭店服务的技巧，培养学生灵活处理饭店突发事件的能力和跨语言文化的交际能力。本教材不仅可以作为高职高专酒店管理专业、涉外旅游专业、旅游管理专业的实训教材，也可作为酒店服务人员岗前及上岗培训用书。

Part One Front Desk Services
Unit 1 Reservation
1 Accepting a Reservation
2 The Hotel is Fully Booked
3 Changing the Reservation Date
4 Cancelling the Reservation
Unit 2 Check in
1 Checking in for the Guest with Reservation
2 Checking in for the Guest without Reservation
3 Checking in for a Group
4 No Reservation and the Hotel is Fully Booked
Unit 3 Currency Exchanging
1 Normal Procedure
2 The Night Change Limits
3 Cash a Check

Part One Front Desk Services
Unit 1 Reservation
1 Accepting a Reservation
2 The Hotel is Fully Booked
3 Changing the Reservation Date
4 Cancelling the Reservation
Unit 2 Check in
1 Checking in for the Guest with Reservation
2 Checking in for the Guest without Reservation
3 Checking in for a Group
4 No Reservation and the Hotel is Fully Booked
Unit 3 Currency Exchanging
1 Normal Procedure
2 The Night Change Limits
3 Cash a Check
4 There is No Full Exchange Service
Unit 4 Delivering Luggage
1 At the Door
2 After Checking in
3 Arriving at the Room
4 Delivering Bags to the Wrong Room
5 Before Checking Out
Unit 5 Information
1 Giving Directions to the Hotel
2 Giving Information
3 Introducing about Entertainment in the Hotel
4 About the Restaurants
5 Where to Buy some Cigarettes
6 Depositing Bags
〖1〗7 When the Guests Want the Keys
Unit 6Check?out
1 Paying in Cash
2 Paying with Credit Cards
3 Explaining the Bill
4 The Hotel Doesn?t Accept Personal Checks

Part Two Housekeeping Services
Unit 1 Floor Attendants
1 Showing the Guests to their Rooms
2 Introducing the Room Facilities
3 About the Hotel Services
Unit 2 Chamber Service
1 Cleaning the Room
2 Asking for an Early Cleaning
3 Turn down Service
Unit 3 Laundry Service
1 Explaining Laundry Service
2 Demanding Laundry Service
3 Suggesting Express Laundry Service
Unit 4 Miscellaneous Services
1 Providing Something Extra on Request
2 Shopping for Guests
3 About Room Service
Unit 5 Dealing with the Complaints
1 Toilet Problem
2 Television Problem
3 The Air Conditioner is Out of Work
4 People Next Door are Noisy
Unit 6 Lost and Found
1 My Necklace is Missing
2 When the Guest has Checked out
3 Mailing the Lost Property to its Owner
4 Your Bag has been Found

Part Three Food & Beverage Services
Unit 1 Reserving a Table
1 A Reservation for Mrs. Dunlop
2 Reserving a Banquet
3 Overbooking
Unit 2 Seating Guests
1 Seating the Guest with a Reservation
2 Seating the Guest without a Reservation
3 We Want a Larger Lazy Susan
Unit 3 Taking Orders
1 Taking a la Carte Order
2 Ordering Dinner for Two
3 Ordering Breakfast
Unit 4 Serving Dishes
1 A Chinese Banquet
2 In the Coffee Shop
3 At the Bar
Unit 5 Room Service
1 Replenishing the Mini?Bar
2 Ordering Room Service
3 Sending the Ordered Meal to the Guest s Room
Unit 6 Complaints
1 Complaining about Dish93〖1〗2 We are in a Hurry
3 Wrong Bill
Unit 7 Ways of Payment
1 Paying by Cash
2 Paying with the Credit Card
3 Signing the Bill

Part Four Auxiliary Services
Unit 1 Services for Business
1 Copying
2 Fax Sending
3 Sending Email
4 Typing
Unit 2 Services for Meeting and Exhibition
1 Booking a Meeting
2 Arranging the Meeting Room1
3 Booking an Exhibition1
4 Handling the Urgent Needs1
Unit 3 Services for Health & Recreation
1 Swimming
2 Sauna Bath
3 Bowling
4 Body Building
5 Night Club
Unit 4 Services for Shopping
1 Choosing Silk Fabrics
2 Chinese Culture and Tea
3 Choosing Souvenir Gift
4 Choosing Traditional Chinese Paintings
Unit 5 Services for Tourism
1 Asking Information about Traveling
2 Asking about the Sights
3 Reserving a Natural Scenery Tour
4 Arranging the Itinerary
Appendix
ⅠAppendix
ⅡAppendix
ⅢAppendix
ⅣAppendix
ⅤAppendix
Ⅵ参考文献