本书以酒店服务与管理岗位必备的专业知识和技能为学习内容，以酒店前厅、客房、餐厅和康乐情景为主线，围绕着真实的工作任务，突出典型工作岗位应具备的依言行事的能力。
本书分为4大学习情境，共19个单元。其中，前厅服务6个单元，客房服务5个单元，餐厅服务4个单元，康乐服务4个单元。每个单元包括单元知识总括、课时任务学习和单元复习。每课分为4个部分，分别包括知识目标、技能目标、教学过程和知识加油站。其中，教学过程包括6个任务，这6个任务分别为单词训练、词组训练、句型训练、听说训练、角色扮演以及任务布置。另外，本书还加了3个附录，分别为酒店常用英语词汇、初级星级酒店英语基本知识和防火措施。
本书编写目标清晰、具体，体例活泼、新颖，内容简洁、实用，非常适合中等职业学校酒店服务与管理专业学生的英语学习。
目 录
Module one Front Office
Unit 1 Room Reservation 2
Lesson
1 Room Reservation by Telephone 3
Lesson 2 Face to Face
Reservation 7
Revision One 11
Unit 2 Check in 15
Lesson 3 Weling a
Guest 16
Lesson 4 Registering for a Guest 20
Revision Two 24
Unit
3 Information Service 27
Lesson 5 Getting some Suggestions about
Amusing 28
Lesson 6 Getting some Suggestions about
Tour 32
Revision Three 36
Unit 4 Telephone Service 39
Lesson
7 Connecting Phone Line 40
Lesson 8 Asking for Leaving a Message 44
Lesson
9 Wake-up Service 48
Revision Four 51
Unit 5 Business
Center 55
Lesson 10 Fax & Copy Files 56
Lesson 11 Typing a
Document 60
Lesson 12 Express Mail Service 64
Lesson 13 Train Ticket
Booking 68
Lesson 14 Air Ticket Booking 71
Revision Five 75
Unit
6 Check out 78
Lesson 15 Paying in Cash 79
Lesson 16 Paying by Credit
Card 83
Revision Six 86
Module Two Housekeeping
Unit 7 Room
Service 90
Lesson 17 Taking Telephone Orders for Breakfast 91
Lesson
18 Serving Breakfast in the Room 94
Revision Seven 98
Unit
8 Room-cleaning Service 101
Lesson 19 Tidying up and Cleaning the
Room 102
Lesson 20 Turn-down Service 105
Revision Eight 109
Unit
9 Laundry Service 111
Lesson 21 Explaining how to Get the
Service 112
Lesson 22 Suggesting Express
Service 116
Revision Nine 119
Unit 10 Maintenance
Service 122
Lesson 23 Repairing the Toilet and the Outlet 123
Lesson
24 Repairing the TV Set 127
Lesson 25 Repairing the
Air-conditioner 130
Revision Ten 133
Unit 11 Settling Guests’
Complaints 137
Lesson 26 Changing the Room 139
Lesson 27 Lost and
Found 142
Lesson 28 Extending the Stay without Paying 146
Lesson
29 Complaining about the Temperature of the
Room 150
Revision Eleven 153
Module Three Service in the
Restaurant
Unit 12 Booking a Table 158
Lesson 30 A Reservation Call
for Dinner 159
Lesson 31 Having Dinner Without
Reservation 163
Revision Twelve 166
Unit 13 Ordering
Dishes 169
Lesson 32 Having Chinese Food 170
Lesson 33 Having Western
Food 174
Revision Thirteen 177
Unit 14 Services During the
Meal 181
Lesson 34 Dealing with Requests 182
Lesson 35 Dealing with
Complaints and Paying Bills 186
Revision Fourteen 191
Unit 15 Beverage
Service 194
Lesson 36 Serving Drinks(1) 195
Lesson 37 Serving
Drinks(2) 199
Lesson 38 Serving
Cocktails 202
Revision Fifteen 205
Module Four Health & Recreation
Center
Unit 16 Gymnasium Service 211
Lesson 39 Introducing the
Facilities 212
Lesson 40 Knowing about Some Sports
Events 216
Revision Sixteen 219
Unit 17 Swimming Pool
Service 222
Lesson 41 Introducing the Swimming Pool 223
Lesson 42 Swimming
Service 227
Revision Seventeen 231
Unit 18 Bowling
Service 234
Lesson 43 Offering Bowling Room Service 235
Lesson 44 Playing
Bowling 238
Lesson 45 Talking about Ball
Games 242
Revision Eighteen 245
Unit 19 Golf Service 248
Lesson
46 Talking about Golf 249
Lesson 47 Offer golf Service 252
Lesson
48 Playing Golf 255
Revision Nieen 259
Appendix
Appendix Ⅰ Common
EngLish Words of Hotel(附录一 酒店常用英语词汇) 262
Appendix Ⅱ Elementary English
Knowledge forHotel(附录二 初级星级酒店英语基本知识) 267
Appendix Ⅲ Fire Prevention
Measures(附录三 防火措施) 277
新书资讯