本教材一改以往酒店英语教材习题量少、演练内容与实际工作关联度不大的问题，以训练专业语言能力为核心，综合运用多种训练方式巩固所学内容，如“听词排序”“听词填空”“听句子选择”“听对话配图”“听内容填表”“听写练习”“问题回答”“词图配对”“理解判断”“图表练习”“情景会话”“口语角色扮演”“内容排序”“英汉对译”“单词释义”“补全对话”等；同时，每两个相邻单元形式不同、差异明显，可以避免学生产生疲劳感。

韩雪，英语硕士，副教授，本硕分别毕业于大连外国语大学和辽宁师范大学。毕业后在国家涉外重点工程项目任首席英语翻译多年。1994年进入教育行业，任职于高校，2000年开始从事旅游英语专业教学，主要研究领域为英语语言学和专门用途英语(ESP)。
为编写本教材，编者坚持多年到学生顶岗实习的北京多家星级酒店做调研，虚心向行业人员请教，不断提升自己对酒店行业的认知。为保持教材版本的不断更新，持续关注国内外旅游酒店领域的最新发展趋势。从教近30年，数次做省市级公开课，荣获多项教育殊荣。同时兼任辽宁省导游资格考试英语导游考评员。

Part I Front Office Department
前厅篇
Unit One Room Reservation 客房预订
Lesson 1 Types of Hotel Accommodations客房种类
Lesson 2 An FIT Reservation散客预订
Lesson 3 AGroup Reservation团体预订
Lesson 4 Room Overbooking客房超额预订
Lesson 5 Revising the Reservation 变更预订
Lesson 6 Deposit Required 预付定金
Unit Two Hotel Check-in酒店入住登记
Lesson 7 Working as a Receptionist做一名前台接待员
Lesson 8 Checking in Guests with Reservations预订客人入住登记
Lesson 9 Checking in a Group 团队入住登记
Lesson 10 Checking in Walk-in Guests无预订客人入住登记
Lesson 11 Dealing with Check—in Disputes 处理入住登记纠纷
Lesson 12 ASuite套房
Unit Three Concierge Service礼宾服务
Lesson 13 Hotel Facilities酒店设施
Lesson 14 Bellboy Service行李生服务
Lesson 15 Running Errands for Guests为客人办事
Lesson 16 Introducing Hotel Facilities介绍酒店设施
Lesson 17 Hiring a Taxi租车服务
Lesson 18 TourPlans旅行计划
Unit Four Guest Service Center 宾客服务中心
Lesson 19 Working as a Telephone Operator做一名电话接线员
Lesson 20 Making DND设置“请勿打扰”服务
Lesson 21 Making a Long—distance Call拨打长途电话
Lesson 22 Making an In.house Phone Call 拨打内部电话
Lesson 23 A Morning Wake-up Call叫醒服务
Lesson 24 APackage快件
Unit Five Handling Guest Complaints处理宾客投诉
Lesson 25 HOW to Deal with Complaints如何处理投诉
Lesson 26 Relocating Guests 换房间
Lesson 27 Complaints about Food and Service 对食品及服务的投诉
Lesson 28 Handling Complaints about Laundry处理洗衣服务的投诉
Lesson 29 Missing V_aluables 贵重物品遗失
Lesson 30 Restaurant Complaints餐厅投诉
Unit Six Checking 0ut结账离店
Lesson 31 Working as a Cashier做一名收银员
Lesson 32 Paying HoteI Billin Cash现金付账
Lesson 33 Paying Hotel Bill by Credit Card信用卡付账
Lesson 34 Paying Hotel Bill with Traveler’s Checks旅行支票付账
Lesson 35 Mistakes on the Hotel Bill 账单错误
Lesson 36 Checking Out 离店结账
PartⅡ Housekeeping Department
客房篇
Unit Seven Room Cleaning客房清扫
Lesson 37 The Hotel Guest Room 酒店客房
Lesson 38 Postponing Room Cleaning推迟客房打扫服务
Lesson 39 Helping Guests with Speci Requests帮助有特殊需求的客人
Lesson 40 Turn.down Service 开夜床服务
Lesson 41 An Improperly Cleaned Room未被打扫干净的房间
Lesson 42 Room.Cleaning Service客房清洁服务
Unit Eight Laundry Service洗衣服务
Lesson 43 The Laundry List 洗衣单
Lesson 44 Regular Laundry Service常规洗衣服务
Lesson 45 The Express Laundry Service 快洗服务
Lesson 46 Misdirected Laundry 衣物分送错误
Lesson 47 Laundry Damage送洗衣物受损
Lesson 48 Mending Service 织补服务
Unit Nine Guests’Requests 客人的需求
Lesson 49 Being Friendly and Helpful友爱助人
Lesson 50 Obtaining Items借用物品
Lesson 5l Intemet 因特网
Lesson 52 Meeting Requirements满足客人需求
Lesson 53 Dealing with Emergencies处理突发事件
Lesson 54 Helping Guests 帮助客人
Unit Ten Repair and Maintenance Service 维修服务
Lesson 55 How May I Help You?我能帮您吗
Lesson 56 The Toilet Won’t Work抽水马桶有问题
Lesson 57 A Problem with the Air-conditioner处理空调问题
Lesson 58 The Bathroom Floor Is Flooded卫生间地面严重积水
Lesson 59 We Are Very Sorry我们深表歉意
Lesson 60 A Guest with a Laptop携带笔记本电脑的客人
Part Ⅲ Food＆Beverage Department
餐饮篇
Unit Eleven Restaurant Reservation&Welcoming Guests餐饮预订及迎宾
Lesson 61 Greeting Guests 迎宾
Lesson 62 Booking a Private Room预订包房
Lesson 63 Banquet Reservation 宴会预订
Lesson 64 Seating Guests 迎宾入座
Lesson 65 Our Restaurant Is Full餐位已满
Lesson 66 Booking a Family Dinner预订家宴
Unit Twelve At the Chinese Restaurant在中餐厅
Lesson 67 Chinese Cuisine 中国菜系
Lesson 68 Taking Orders点菜
Lesson 69 Sichuan Cuisine 川菜
Lesson 70 Misdirected Service 上错菜
Lesson 7 l Signing the Bill 签单
Lesson 72 HotPot火锅
Unit Thirteen At the Western Restaurant在西餐厅
Lesson 73 Working in F&B Department在餐饮部工作
Lesson 74 Bufret Service 自助餐
Lesson 75 American Br