本书由美国饭店协会教育学院认证专家倾力编写，是3A酒店英语认证课程的指定教材，也可作为酒店管理、旅游管理、会展管理等专业的专业英语课程教材。
在当今竞争激烈的酒店服务业中，服务就是一切。工作人员需要提供能够让客人“WOW！”的服务—客人的实际体验超过他们的期望。3A酒店英语认证课程侧重于国际化的服务标准，满足洒店工作人员通过英语交流给客人留下良好印象的需求。该认证课程强调文化意识和使用“礼貌用语”，以便采取适当的方式处理来自世界各地的客人的需求。证书持有者应能够在正确的时间使用正确的英语，同时提供正确的服务。

关于作者
前言
使用说明
CHAPTER 1 The Language of Hospitality
1.1 Career connection
Exercise: Room amenities
1.2 The five essential phrases every guest should hear
Exercise: Essential phrases
1.3 Using professional language
Exercise: Polite speech
1.4 Diplomatic English
Exercise: Softening language
Exercise: Modals
Exercise: Past continuous
Exercise: Polite speech
1.5 Things you might hear
Exercise: Common phrases sentence creation
1.6 Telephone action phrases
Discussion
Exercise: Telephone phrases
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 2 The Guest Cycle
2.1 Career connection
2.2 The guest cycle
Discussion: Front desk interactions
Exercise: Guest cycle stages
2.3 Guest cycle interactions
Exercise: Reservations game
2.4 Questions & answers
Exercise: Questions & answers
2.5 Question types
Exercise: Closed questions VS open questions
Exercise: Question types
Exercise: Indirect questions
Exercise: Dialogue creation
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 3 Amenities & Attractions
3.1 Career connection
Exercise: Guest services job descriptions
Exercise: Bell attendant dialogue
3.2 Welcome to your new job in sales
3.3 Amenities
Discussion: Hotel ratings
3.4 Talking about amenities & attractions
Exercise: Amenities crossword
Exercise: Amenities word stress
Discussion: Attractions in your area
Exercise: Hotel presentation
3.5 Locations & directions
Discussion
Exercise: Here and there
Exercise: Directing guests in the hotel
3.6 Street directions
Exercise: Giving street directions
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 4 Complaint Management
4.1 Career connection
4.2 Complaints
4.3 Recognizing complaints
Exercise: Complaint types
4.4 The language of complaints
Exercise: Recognizing common complaints
4.5 Handle complaints using The LEAF system
Exercise: LEAF complaint management
Exercise: Responses to complaints
4.6 Make it right
4.7 Diffusing the situation
Exercise: Angry customer scenarios
4.8 The meaning is the message
Exercise: Word stress location
Exercise: Idiom definitions
Exercise: English idioms
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 5 Requests & Recommendations
5.1 Career connection
Exercise: Concierge match
5.2 Requests & offers
Exercise: Can, may, and could
Exercise: Common requests
Exercise: Requests & offers
5.3 Saying “no”
Exercise: Saying “no” dialogues
Exercise: Negative responses
5.4 Turning requests into recommendations
Exercise: Sentence scramble
Exercise: Rephrase as a question
Exercise: Recommendation game
5.5 Personalizing recommendations
Exercise: Magic in threes
5.6 Special occasions
Discussion
Exercise: Celebrations
5.7 Recommending local attractions
Discussion: Chinese attractions
Exercise: Attractions crossword
Exercise: Recommendations dialogues
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 6 Exceeding Expectations
6.1 Career connection
6.2 Antici patory service
Discussion
Exercise: Identify the service flag
6.3 Reading the guest
Exercise: Service tips fill in the blanks
Exercise: Personalized service
6.4 Up—selling，down—selling，and cross—selling
Exercise: Suggestive selling
6.5 On the job: Waiter service
Exercise: Restaurantjob match
Exercise: Restaurant floor plan
Exercise: RestaU rant Iocations
6.6 Using the menu
Exercise: Restau rant role play project
6.7 Ta rgeting yo