本书根据国际酒店业发展的新形势和新特点，以国际酒店服务与管理标准为依据，遵循“以工作过程为导向”的教学设计理念，介绍酒店相关部门服务与管理工作所需的专业技能和语言技能，注重“专业性、服务性和实践性”。做到以学生的酒店英语职业技能发展为中心，英语语言习得与岗位服务技能有机结合。强化学习者与客人的交流沟通能力、酒店礼仪服务能力、酒店服务实际操作能力、酒店产品销售能力，以及用英语进行个性化服务和创新服务的能力。

Chapter 1 Front Office
Orientation of Hotel Industry
Orientation of Front Office
Organization Chart of Front Office
Project 1 Operator
Project 2 Reservation
Project 3 Concierge
Project 4 Check-in
Project 5 Checkout
Project 6 Information
Project 7 Complaints
Chapter 2 Housekeeping
Orientation of Housekeeping
Organization Chart of Housekeeping
Project 1 Room Cleaning
Project 2 Laundry
Project 3 Maintenance
Project 4 Other Services
Project 5 Complaints
Chapter 3 Food and Beverage
Orientation of Food and Beverage
Organization Chart of Food and Beverage
Project 1 Table Reservation
Project 2 Chinese Restaurant
Project 3 Western Restaurant
Project 4 Bar
Project 5 Room Service
Project 6 Banquet
Project 7 Complaints
Chapter 4 Recreation
Orientation of Recreation
Organization Chart of Recreation Center
Project 1 Fitting Room and Swimming Pool
Project 2 SPA
References