肖璇、吴建华主编的《酒店客房实用英语口语教程》内容覆盖面广，涉及到客房服务中迎宾服务、清洁服务、洗衣服务、迷你吧服务、客房送餐服务等多个方面，并强化了解释客房设施的使用；提供用品和解决问题的内容，力求与时俱进。对话的仿真度高，尤其专注服务礼仪和技巧，不少服务用语是高星级酒店的规范用语，以确保沟通效果。收集了大量酒店实用表格，并采用中英对照的形式，便于读者学习、使用。 汇集了丰富的专业词汇，并按部门和岗位的工作内容加以分类，便于读者查找。

第一部分 客房口语交流

Oral Communications in Housekeeping

第1章 客房服务简介About Housekeeping

第1单元 酒店的分类和组织结构Hotel Categories and Organization Chart

一、酒店的分类Hotel Categories

二、酒店的组织结构Organization Chart ofHotels

助记锦囊一Language Focus 1

练习一Exercise 1

第2单元 客房与客房楼层的分类和客房部组织结构Classifications ofGuestroom，

Floor Categories and 0一Chart ofHousekeeping Dept

一、客房楼层的类型Floor Categories

二、客房的类型Guest Room Categories

三、客房部的组织结构O—Chart ofHousekeeping Dept

助记锦囊二Language Focus 2

练习二Exercise 2

第2章 迎宾服务Greeting Guests

第1单元 基本常识Background Knowledge

一、对客服务基本要求Basic Requires Service

二、向客人展示房间Show Room

三、客房常见设施Common Facilities in Guestrooms

助记锦囊三Language Focus 3

练习三Exercise 3

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.迎接客人Greeting the Guest

2.为客人打开房门Opening Doorfor the Guest

3.帮客人安顿下来Helpingthe GuesttoSettleDown

4.当客人想吃点便餐When the Guest Wants SomeLightMeal

5.向客人展示房间Showing Room to Guest

6.向客人介绍酒店的设施Introducing Hotel Facilities to Guest

7.当客人给小费When the Guest is Tipping

助记锦囊四Language Focus 4

练习四Exercise 4

第3章 清洁客房服务Cleaning Guestrooms

第1单元 基本常识Background Knowledge

一、清洁的特性Characteristics of Cleaning--SHAPE

二、客房清洁的顺序Priority in Guestroom Cleaning

三、房态Room Status

四、善意打扰单Notice

五、客房清洁推车Trolley

助记锦囊五Language Focus 5

练习五Exercise 5

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

清洁客房Cleaning the Guestroom

助记锦囊六Language Focus 6

练习六Exercise 6

第4章 洗衣服务Laundry.Service

第1单元 洗衣服务简介About Laundry Service

一、收取客衣On Collecting Laundry

二、客衣送错的应对On Mis—delivery

三、常见的洗涤标志Frequently Used Laundry Symbols

助记锦囊七Language Focus 7

练习七Exercise 7

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.收取客衣Collecting the Laundry

2.客人想要快洗服务Guest Needs Express Service

3.送错客衣Mis—deliveredLaundry

4.收回送错的客衣Take Back Mis—deliveredLaundry

助记锦囊八Language Focus 8

练习八Exercise 8

第5章 迷你吧服务Mini.bar Service

第1单元 基本常识Background Knowledge

一、迷你吧服务简介On Mini—bar Service

二、迷你吧内常见的饮料Beverages in Mini—bar

助记锦囊九Language Focus 9

练习九Exercise 9

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.客人需要其他饮料When the Guest Wants Other Drinks

2.客人需要替换一些饮料When the Guest Wants to Change Drinks

助记锦囊十Language Focus 10

练习十Exercise 10

第6章 客房送餐服务Room Service

第1单元基本常识Background Knowledge

一、客房送餐服务简介On Room Service

二、客房送餐菜单样板Room Service Menu Sample

三、常见的西式早餐Westem Breakfast

助记锦囊十一Language Focus 11

练习十一Exercise 11

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

助记锦囊十二Language Focus 12

练习十二Exercise 12

第7章 解释客房设施的使用 Explaining How to Use the Facilities

第1单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.示范如何使用保险箱ToShowHowto UsetheSafe

2.示范如何上网To ShowHow to Use theInternetAccess

助记锦囊十三Language Focus 13

练习十三Exercise 13

第8章 提供用品Offering Guest Supplies

第1单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.为客人递送物品Delivering Something to the Guest

2.客人借用物品Lending Something to the Guest

3.需要收取租金时When a Rental is Required

助记锦囊十四Language Focus 14

练习十四Exercise 14

第9章 解决问题Solving Problems

第1单元 基本常识Background Knowledge

一、处理外宾投诉应注意的事项Principles Dealing with Foreign Guests'Complaints

二、处理客人投诉的基本程序Basic Procedures to Deal with Guests，Complaints

第2单元 口语集锦Workplace Scenarios

经典对话Dialogues

1.处理简单的问题DealingwithSimpleProblems

2.房间不整洁Untidy Guestroom

3.客房噪音太大Noisy Guestroom

4.客人得换房间Guest Needs to Change Room

助记锦囊十五Language Focus 15

练习十五Exercise 15

第二部分 客房部常用表格

Frequently Used Forms

 一、客房设施检查清单（样板）RoomInspectionChecklist（Sample）

 二、洗衣单（样板）LaundryList（Sample）

 三、善意打搅单（样板）NoticeforDNDGuest（Sample）

 四、拾获物品报告（样板）Lost&Found Report

第三部分 客房部常用词汇

Glossary

 一、各分部门与常见职务名称Sub.departments&Positions

（一）客房部各分部门Sub—departments ofHousekeeping

（二）客房部常见职务Positions in Housekeeping

 二、客房设施与备品Facilities and Spare Parts in Guest Rooms

（一）房间常见设施和用品Items＆Facilities in Guest Room

（二）房间备品Spare Parts in the Room

（三）卫生间备品Spare Parts in the Bathroom

（四）迷你吧内常见小食品和饮料Snacks＆Drinks in Mini—bar

（五）厨房设施Kitchen Facilities

 三、客房清洁服务Tum—Down Service

 四、洗涤部Laundry

（一）服装名称Clothing

（二）衣料名称Fabric

（三）洗涤提示与收费方式Washing Tips&Charges

（四）服装配件等Accessories

附录Appendices

附录1 练习参考答案Key to Exercises

附录2 听力练习录音原文Transcriptions for Listening Exercises