本书结合国际旅游饭店业发展的新特点，依照旅游饭店岗位服务场景、工作流程和职业技能要点，系统介绍了房间预订、礼宾服务、接待、问讯、外币兑换与收银、客房整理、维修与安保、餐厅服务、酒吧服务、商务中心、购物、康乐中心、会议服务等旅游饭店英语基本知识，并通过指导学生实训的形式，以强化学生的技能培养。
本书构思独特，结构严谨，内容翔实，突出实用性，并注重旅游饭店英语服务全过程应用能力的培养。本书既可作为普通高等院校本科旅游管理专业的教材，同时又兼顾普通高校专接本、高职、高等教育自学考试、成人教育旅游管理教学，也可用于旅游饭店从业者的在职岗位培训，参加旅游英语资格取证考试提供辅导。

Unit 1 Hotel Basics
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 The Sense of Service
Conversation 2 Choosing Your Hotel
Additional Useful Expressions
Classroom Activities
Reading
“Green” Hotels and “Green” Hotels Association
Exercises
Learning Tips
Unit 2 Room Reservation
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Making a Reservation
Conversation 2 Desired Room Being Fully Booked
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Reservationists
Exercises
Learning Tips
Unit 3 Bell Service
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Showing the Guests to Their Rooms
Conversation 2 Depositing Some Items
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Doormen and Bellboys
Exercises
Learning Tips
Unit 4 Reception
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Checking in Guest with a Reservation
Conversation 2 Helping a Walk-in Guest
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Receptionists and Reservations Clerks
Exercises
Learning Tips
Unit 5 Switchboard
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Receiving a Phone Call
Conversation 2 Explaining the Way to Make Phone Calls
Conversation 3 Placing a Morning Call
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Switchboard Operators
Exercises
Learning Tips
Unit 6 Information Service
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Information for Shopping & Sightseeing
Conversation 2 Giving Directions to Hotel
Conversation 3 Taking a Message
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Hotel Desk Clerks
Exercises
Learning Tips
Unit 7 Foreign Exchange and Cashier’s
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Exchanging Money
Conversation 2 Changing Coins
Conversation 3 Checking Out
Additional Useful Expressions
Classroom Activities
Reading
What Does a Cashier Pay Attention to?
Exercises
Learning Tips
Unit 8 Housekeeping (I)
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Cleaning the Room
Conversation 2 Turn-down Service
Additional Useful Expressions
Classroom Activities
Reading
Housekeeping Department
Exercises
Learning Tips
Unit 9 Housekeeping (II)
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Laundry
Conversation 2 Room Service
Conversation 3 Morning Call
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Room Attendants
Exercises
Learning Tips
Unit 10 Maintenance and Safety
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 The TV Doesn't Work
Conversation 2 Changing a Noisy Room
Conversation 3 Asking for a Duplicate Key
Additional Useful Expressions
Classroom Activities
Reading
Hotel Safety Regulations Abroad
Exercises
Learning Tips
Unit 11 Restaurant Service
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Receiving Guests
Conversation 2 At the Western Restaurant
Conversation 3 At the Chinese Restaurant
Additional Useful Expressions
Classroom Activities
Reading
The Duties of Waiters and Waitress
Exercises
Learning Tips
Unit 12 Bar Service
Learning Objectives
Warming Up
Situational Conversations
Conversation 1 Take Beverage Order
Conversation 2 Serving the Guest
Conversation 3 Serving the Guest