本教材的内容选取是教师们深入酒店实践、调研，并广泛征求酒店管理人员意见的基础上确定的，涵盖了酒店内部运营管理的前台、客房、餐厅、商务等主要核心服务部门的工作职责与操作环节中对英语应用能力的需求，并依照四个核心部门的岗位工作流程顺序设计编排。

本教材采用“行动导向”的设计方法进行编写，即以酒店内部的真实工作项目为载体，以完成典型接待服务任务为目标，采取实际案例、情境模拟和课后拓展等形式培养和训练学生的实践能力，使学生在学习的同时也可获得酒店管理必备的英语实际工作技能。

Module One The Front Desk

Sub-module 1 Accepting Room Reservation

 Case 1 A Confirmed reservation

 Case 2 A Guaranteed reservation

 Case 3 Over-booking

 Case 4 Handling the complaint about the room reservation

Sub-module 2 Check-in

 Case 1 Bell service

 Case 2 Registering a walk-in guest

 Case 3 Registering a guest who has a reservation

Sub-module 3 Change of Reservation and Cancellation

 Case 1 Bringing forward the reservation

 Case 2 Extending the reservation

 Case 3 Cancelling a guaranteed reservation

Sub-module 4 Other Services

 Case 1 Taking a message

 Case 2 Exchanging foreign currency

 Case 3 Information service

Sub-module 5 Check-out

 Case 1 Checking out for guests

 Case 2 Something wrong with the bill

 Case 3 Late check-out and bell service

Module Two Housekeeping

Sub-module 6 Floor Service

 Case 1 The Bellboy shows the guest to his room

 Case 2 Room-cleaning service

 Case 3 Food-delivering service

 Case 4 Handling the complaint about the noise

Sub-module 7 Laundry Service

 Case 1 Dry cleaning

 Case 2 Quick service

 Case 3 Making a wrong delivery

Sub-module 8 Lost and Found

 Case 1 A complaint about lost articles

 Case 2 Lost and Found Desk

 Case 3 At the security section

Sub-module 9 Emergeney Service

 Case 1 Illness emergency

 Case 2 Damage problem

 Case 3 Losing the passport

Module Three Food and Beverage

Sub-module 10 Booking a Table

 Case 1 Booking a table for five

 Case 2 Booking a banquet

 Case 3 Booking a family reunion dinner

Sub-module 11 Seating the Guest

 Case 1 Seating the guests with the reservation

 Case 2 Handling a coupon storm

 Case 3 Receiving the guests without the reservation

Sub-module 12 Taking Orders

 Case 1 Recommending specialties

 Case 2 Recommending Sichuan Cuisine

 Case 3 Recommending a special offer

Sub-module 13 Services during the Meal

 Case 1 Eating Beijing roast duck

 Case 2 Offering more dishes

 Case 3 Settling the bill

 Case 4 Handling the complaint about food

Module Four Other Services

Sub-module 14 Business Center

 Case 1 Sending a fax and photocopying

 Case 2 The Internet service

 Case 3 Booking a ticket

Sub-module 15 Recreation Center

 Case 1 Using the Gym

 Case 2 Drinking Chinese tea and demonstrating how to brew tea

 Case 3 Selling souvenirs

Sub-module 16 Conference Center

 Case 1 Inquiries about the conference room

 Case 2 Booking a conference room

 Case 3 Booking a multi-functional hall

Tapescripts

Keys

Appendix I

Appendix II

Bibliography