杨骞主编的《酒店岗位英语实训(21世纪高职高专规划教材)/酒店管理系列》内容主要致力于前厅、客房、餐饮三大板块一线服务与管理岗位英语技能的学习与实践，以酒店组织架构为出发点，定位相关重要岗位服务流程（视听对话）、重点技能语言讲解、情景案例分析演练。根据课程特点，本教材主要采用情景教学法和分层教学手段，以酒店实际岗位工作过程为导向，改革传统英语教学模式，力求真正找到适合高职酒店管理专业学生学习和实践的英语教学模式。

Model One Front Office（1）
Unit 1 Room Reservation
Scene 1 Making an FIT Reservation
Scene 2 Making a Group Reservation
Scene 3 Changing and Canceling a Reservation
Task Practice
Unit 2 Check-in Service
Scene 1 Checking in a Guest with a Reservation
Scene 2 Checking in a Walk-in Guest（without reservation）
Scene 3 Checking in a Group
Task Practice
Unit 3 Extending the Stay and Changing the Room
Scene 1 Extending the Stay
Scene 2 Changing Rooms
Task Practice
Model Two Front Office（2）
Unit 4 Dealing with a Complaint
Scene 1 Meeting and Dealing with the Guest’s Complaint
Scene 2 Handing Problems and Complaints
Scene 3 Handling a Complaint about Luggage
Task Practice
Unit 5 Exchanging Foreign Currencies
Scene 1 Changing RMB to Foreign Currency
Scene 2 Changing Foreign Currency to RMB
Task Practice
Unit 6 Check out Service
Scene 1 Checking Out by Credit Card
Scene 2 Checking Out in Cash
Scene 3 Checking Out by Travelers Check
Task Practice
Model Three Concierge office
Unit 7 Accompanying the Guest
Scene 1 Accompanying the Guest to the Front Desk
Scene 2 Accompanying the Guest to the Room
Task Practice
Unit 8 Introducing the Facilities and Services
Scene Introducing the Facilities and Services
Task Practice
Unit 9 Other Concierge Services
Scene 1 Receiving a Guest at the Airport
Scene 2 Calling a Taxi for the Guest
Scene 3 Luggage and Valuables Deposit Service
Task Practice
Model Four Business Center
Unit 10 Secretarial Service
Scene 1 Typing Service
Scene 2 Photocopying Service
Scene 3 Fax Sending and Receiving Service
Scene 4 Conference Service
Task Practice
Unit 11 Ticket Booking Service
Scene Air Ticket or Train Ticket Booking
Task Practice
Unit 12 Entrusted Service
Scene 1 Express Mail Service
Scene 2 Equipment Renting Service
Task Practice
Model Five Operator
Unit 13 Telephone Operator
Scene 1 Making Calls
Scene 2 Connecting Incoming and Outgoing Calls
Scene 3 Connecting Room to Room Calls
Scene 4 Wake-up Call Service
Scene 5 Leaving Message Service
Task Practice
Model Six Food and Beverage
Unit 14 Table Reservation
Scene 1 Booking a Table
Scene 2 Booking a Private Room
Scene 3 Reserving the Banquets
Task Practice
Unit 15 Serving in the Restaurant
Scene 1 Serving Breakfast
Scene 2 Serving the Buffet
Scene 3 F&B Service in Chinese Style 117
Scene 4 F&B Service in Western Style
Task Practice
Unit 16 Bar Service
Scene 1 Leading in the Guest
Scene 2 Taking Orders and Serving Wines
Scene 3 Paying the Bill
Scene 4 Communicating with the Guest
Scene 5 Handling Complaints
Task Practice
Model Seven Housekeeping
Unit 17 Cleaning the Room
Scene 1 Clean the Room Now
Scene 2 Clean the Room Later
Task Practice
Unit 18 Turn-down Service and Extending a Bed Service
Scene 1 Turn-down Service
Scene 2 Extending a Bed Service
Task Practice
Unit 19 Laundry Service
Scene 1 Providing Laundry Service
Scene 2 Sending the Laundry back to the Guests
Scene 3 Sending the Wrong Laundry to the Guests
Task Practice
Unit 20 Room Service
Scene 1 Booking the Room Service by Telephone
Scene 2 Sending Breakfast to the Guest’s Room
Task Practice
Unit 21 Maintenance Service
Scene 1 Complaining about the Bathroom Problem
Scene 2 Repairing the Bathroom Facilities
Task Practice
Unit 22 Other Housekeeping Services
Scene Showing How to Use the Room Safe
Task Practice
Model Eight Exhibition and Convention
Unit 23 Exhibition Service
Scene 1 Reserving an Exhibition
Scene 2 Setting up an Exhibition
Task Practice
Unit 24 Convention Service
Scene 1 Reserving a Conference
Scene 2 Registering for Conference
Task Practice
Model Nine Health and Recreation
Unit 25 Fitness and Beauty Service
Scene 1 Swimming Pool
Scene 2 Sauna Room