本书涵盖了酒店服务中必需的词汇、常用句型和表达方式，并涉及酒店中一些实用表格的填写和相关程序的练习。同时，每一章节都配有一定量的习题，通过对这些练习的操作，学员能够做到举一反三，熟能生巧。本书除了适用于高职高专学生，也适用于从事宾馆服务性工作的人员。

Part I  Front Desk

 Unit 1 Check In

Useful Sentence Patterns (1-- 60)

DialogueA Making a Reservation

Dialogue B Luggage Service

Dialogue C Check In

Dialogue D At the Information Desk

Words and Expressions

Notes

Passage The Front Desk

Words and Expressions

Notes

Check your understanding

Exercises

 Unit 2 Communication

Useful Sentence Patterns (61--120)

DialogueA Telephone Service

Dialogue B Sending a Fax

Dialogue C Printing

Dialogue D Booking Tickets

Words and Expressions

Notes

Passage Telephone Services

Words and Expressions

Notes

Check your understanding

Exercises

 Unit 3 Check Out

Useful Sentence Patterns (121-- 180)

Dialogue A At the Cashier's Desk

Dialogue B Foreign Currency Exchange

Dialogue C Miscalculation

Dialogue D Postponing Checking Out

Words and Expressions

Notes

Passage Check Out 

Words and Expressions

Notes

Check your understanding

Exercises

Part II The Housekeeping Department

 Unit 4 Chamber Service 

Useful Sentence Patterns (181--240)

Dialogue A Escorting the Guest to the Room

Dialogue B Introducing the Room Service

Dialogue C Providing Services for Guest

Words and Expressions

Notes

Passage To Be an Excellent Housekeeper

Words and Expressions

Check your understanding

Exercises

 Unit 5 Room Service

Useful Sentence Patterns (241--300)

DialogueA Laundry Service

Dialogue B Baby Sitting

Dialogue C Sending the Ordered Meal to the Guest's Room

Dialogue D Settling the Guest's Complaints

Words and Expressions

Notes

Passage The Manager's Remarks

Words and Expressions

Notes

Check your understanding

Exercises

Part III Food and Beverage Department

 Unit 6 Chinese Food

Useful Sentence Patterns ( 301 -- 360 )

Dialogue A At Restaurant Reservation

Dialogue B Seating Diners

Dialogue C Ordering Chinese Food

Dialogue D Misserving

Words and Expressions

Notes

Passage Chinese Cuisine

Words and Expressions

Notes

Check your understanding

Exercises

 Unit 7 Western Food

Useful Sentence Patterns (361--420)

Dialogue A Western Breakfast Service

Dialogue B Ordering Western Food

Dialogue C Ways of Paying

Dialogue D Signing the Bill

Words and Expressions

Notes

Passage Fast Food

Words and Expressions

Notes

Check your understanding

Exercises

 Unit 8 Bar Service

Useful Sentence Patterns (421--480) 

Dialogue A At the Bar

Dialogue B Cocktail Service

Dialogue C Chinese and Foreign Wines

Words and Expressions

Notes

Passage Beverage Service

Words and Expressions

Notes

Exercises

Part IV Health and Recreation Center & Shopping Center

 Unit 9 Health and Recreation Center

Useful Sentence Patterns (481-- 540)

Dialogue A At the Reception

Dialogue B Bowling

Dialogue C At the Dancing Hall

Words and Expressions

Notes

Passage Services in the Health and Recreation Center

Words and Expressions

Notes

Check your understanding

Ezcercises

  Unit 10 At the Shopping Center

Useful Sentence Patterns (541--600)

Dialogue A Greeting Customers

Dialogue B At the Chinese Painting Counter

Dialogue C Choosing Colorful Silk Fabrics

Words and Expressions

Notes

Passage The Manager's Remarks

Words and Expressions

Notes

Check your understanding

Exercises

Supplementary

References

Answer