本书从培养高级应用型人才的总体目标出发，根据国际旅游饭店业发展的新形势和新特点，依照旅游饭店服务与管理活动的全过程，主要介绍旅游饭店各相关部门的服务与管理工作等知识技能，并结合学生毕业后就业的实际需求，注重实践应用。

由于本书构思独特、知识系统、结构合理、流程清晰、内容翔实、突出实用性、注重旅游饭店服务全过程应用能力的培养，且采用新颖、统一的格式化体例设计，因此本书可以作为普通高等院校本科旅游管理专业的教材，也可以作为高职、高等教育自学考试、成人教育以及旅游饭店从业人员的岗位培训用书。

Unit One Front Office

 Part A: Reservation & Check-in

 Part B: Bell Service

 Part C: Information Desk & Switchboard

 Part D: Check-out

 Part E: Handling Complaints

Unit Two Housekeeping

 Part A: Guiding the Guests to Their Rooms

 Part B: Chamber Service

 Part C: Laundry Service

 Part D: Room Service

 Part E: Handling Complaints

Unit Three Food and Beverages

 Part A: Receiving the Reservation

 Part B: Taking the Order

 Part C: Table Service

 Part D: Taking the Bill

 Part E: Handling Complaints

Unit Four Shopping Arcade

 Part A: Inquiries about Shopping Arcade

 Part B: At the Gift Shop

 Part C: At the Souvenir Shop

 Part D: At the Food Shop

 Part E: Handling Complaints

Unit Five Recreation and Fitness Center

 Part A: Introducing the Facilities

 Part B: Explaining the Membership Policy

 Part C: Filling Out the Application Form for Becoming a Member

 Part D: Offering Help

 Part E: Handling Complaints

Unit Six Beauty Parlor

 Part A: Inquiries about the Beauty Parlor

 Part B: At the Hairdresser's

 Part C: At the Barber's

 Part D: Facial Massage

 Part E: Handling Complaints

Unit Seven Hotel Service

 Part A: Taking Messages

 Part B: Wake-up Call Service

 Part C: Booking Tickets

 Part D: Special Service

 Part E: Handling Complaints

Key to Unit 1

Key to Unit 2

Key to Unit 3

Key to Unit 4

Key to Unit 5

Key to Unit 6

Key to Unit 7

Tapeseript for Unit 1

Tapescript for Unit 2

Tapescript for Unit 3

Tapeseript for Unit 4

Tapeseript for Unit 5

Tapeseript for Unit 6

Tapeseript for Unit 7

参考文献