本书针对高职高专学生的实际需求和教育的特殊规律，从我国旅游业的实际需要出发，紧密结合饭店行业的工作特点，以涉外饭店一线部门的服务流程和岗位职责为主线，概括了涉外饭店的主要服务内容和规范用语。本书加配由纯正美语录制的MP3光盘，更适宜教师和学生使用。

Part One The Front Office

　Unit 1 Room Reservations

　　Dialogue 1 A Long Distance Call Reservation

　　Dialogue 2 A Group Reservation

　　Dialogue 3 An Individual Reservation

　Unit 2 At the Reception Desk

　　Dialogue 1 Registering an Individual Guest

　　Dialogue 2 Receiving a Tour Group

　　Dialogue 3 Extending Stay

　Unit 3 The Bellboy

　　Dialogue 1 Showing a Guest to the Floor

　　Dialogue 2 Introducing the Room Facilities

　　Dialogue 3 Running Errands for the Guest

　Unit4 The Cashier

　　Dialogue 1 Exchanging Money

　　Dialogue 2 Checking Out

　　Dialogue 3 Paying with Credit Cards

　Unit 5 At the Business Center

　　Dialogue 1 Mail Service

　　Dialogue 2 Internet Service

　　Dialogue 3 Sending a Fax

　Unit 6 Changing the Room

　　Dialogue 1 Changing the Room

　　Dialogue 2 It's Too Noisy

　　Dialogue 3 A Room with A King-size Bed

Part Two The Housekeeping Department

　Unit 1 Making up the Room

　　Dialogue 1 Could You Do Our Room First Next Time

　　Dialogue 2 What Time to Clean Your Room

　　Dialogue 3 Turn-down Service

　Unit 2 Laundry Service

　　Dialogue 1 Introducing Laundry Service

　　Dialogue 2 Express Laundry Service

Dialogue 3 In the Laundry

　Unit 3 Wake-up Call Service & Special Service

　　Dialogue 1 Wake-up Call Service

　　Dialogue 2 Baby-sitting Service

　　Dialogue 3 Preparing for a Birthday Party

　Unit 4 Miscellaneous Service

　　Dialogue 1 Maintenance Service

　　Dialogue 2 Complaints

　　Dialogue 3 The Lost Diamond Earrings

Part Three Food and Beverage Department

　Unit 1 Chinese Restaurant

　 Dialogue 1 Reserving a Table

　 Dia|ogue 2 At a Chinese Restaurant

　 Dialogue 3 Chinese Cuisine

　Unit 2 Western Restaurant

　 Dialogue 1 At a Western Restaurant

　 Dialogue 2 Dining a la Carte

　 Dialogue 3 Wine Sales

 Unit 3 Coffee Shop

Dialogue 1 American-Style Breakfast

Dialogue 2 A Light Lunch

Dialogue 3 Afternoon Tea

 Unit 4 Dealing with Complaints

Dialogue 1 Spilt Drinks

Dialogue 2 Tough Steak 

Dialogue 3 Slow Service

Part Four Shopping and Entertaining Services

 Unit 1 At the Shopping Arcade

Dialogue 1 At the Souvenirs Counter

Dialogue 2 Recommending the Four Treasures of the Study

Dialogue 3 Showing a Toy

 Unit 2 At the Arts and Crafts Counter

Dialogue 1 Introducing Jingdezhen Porcelain Ware

Dialogue 2 Being interested in the Jewellery

Dialogue 3 Carving a Name-seat

 Unit 3 Recreation Center

Dialogue 1 At the Karaoke Bar

Dialogue 2 At the Ball Room

Dialogue 3 Enjoying Singing and Dancing

 Unit 4 Hair Dressing 

Dialogue 1 At the Barber's

Dialogue 2 At the Hairdresser's

Dialogue 3 At the Beauty Salon

 Unit 5 Sports

Dialogue 1 At the Fitness Center

Dialogue 2 At the Swimming Pool

Dialogue 3 At the Gymnasium

 Unit 6 Entertainment Activities

Dialogue 1 Foot Massage　 Dialogue 2 Head Massage

　 Dialogue 3 Sauna

Appendix

Key to Exercises

参考书目