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 Awareness of the Global Guest
1.1 Career connection
1.2 English as the global language
Discussion: Thinking in English
Exercise: Countries /Regious & Peoples
1.3 Cultural awareness in service
Discussion: Cultural awareness
1.4 Cultural perspectives
Exercise: Cultural iceberg
1.5 Word stress in English
Discussion: Rubber band method
Discussion: Counting syllables
Exercise: Counting syllables
1.6 Common English words & phrases
Exercise: Common words/phrases sentence creation
1.7 Hotels vs resorts
Discussion: Favourite amenities
1.8 Careers in hospitality
1.9 The hotel room
Discussion: Turn on, turn off
Exercise: Hotel room vocabulary
Exercise: Room items
Exercise: BINGO game
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 2 Attitudes in Service
2.1 Career connection
2.2 A service attitude
Discussion: First thoughts
Exercise: Generalizations
2.3 Tone of voice
Exercise: Apology script creation
2.4 Sentence stress
Exercise: Find the word stress
2.5 The rhythm of English
Discussion: Word stress rhythm
Discussion: Sing a song
Exercise: Common phrases
2.6 Prepositions of time and place
Exercise: Prepositions
Complete the table
Place and movement: check in!
Exercise: Prepositions sentences
2.7 Parts of the hotel
Discussion: Practice prepositions
Exercise: Prepositions floorplan
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 3 Adapting to your Guest
3.1 Career connection
Exercise: Security guard scramble
3.2 Welcoming your guest
Exercise: Special department phrases
3.3 Greetings & goodbyes
Discussion: Greetings
Exercise: Greetings quiz
Exercise: Prepositions of time
3.4 The 10 feet, 5 feet rule
Exercise: 10 feet 5 feet practice
3.5 International guest expectations
Discussion: Small talk in greetings
Exercise: Honorific titles
3.6 Acknowledge the guest when busy
Exercise: Acknowledge the guest scenarios
3.7 Basic telephone skills
Discussion: Check your telephone etiquette
Exercise: Body language on the phone
3.8 Emailing in English
Exercise: Email creation
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 4 Nonverbal Communication
4.1 Career connection
4.2 Body language
Discussion: Customer service-nonverbal training
4.3 Personal space
4.4 Eye contact
4.5 Facial expressions
Exercise: Service reactions
Exercise: Charades game
4.6 The handshake
Discussion: When to shake hands
4.7 Making a good first impression
Discussion: Body language similarities
4.8 Kitchen jargon and terms
Exercise: Kitchen words
Exercise: BINGO game
Exercise: Kitchen terms quiz
Exercise: Identify foods
Exercise: Kitchen sentences
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 5 Conscious Communication
5.1 Career connection
Exercise: Rooms vocabulary
5.2 Becoming an active listener
5.3 Active listening
Exercise: Effective communication
5.4 Increasing communication with guests
Discussion: Active listening case study
5.5 Critical thinking
Discussion: Critical thinking steps
Exercise: Critical thinking skills challenge
Exercise：Complete the dialogue
5.6 Critical thinking：Guest interactions
Discussion：Housekeeping case study
Exercise：Housekeeping knowledge
Key points
Key terms
Application-Key terms
Application-Role plays
CHAPTER 6 Connecting with Guests
6.1 Career connection
6.2 Functions，catering，banquets and events
Exercise：Banquet set up
6.3 Small talk
Exercise：SmaIl ta