为了给学生提供更为实用有效并紧跟时代潮流的帮助，编者结合多年教学过程中累积的经验，以及对星级酒店的实地考察中获得的信息，认真参考业内专家的意见编写了这本书。

本书的14个单元涵盖了前厅、餐厅、客房、康乐中心、购物中心、投诉处理等酒店部门各岗位常用的相关服务用语。为了确保本书中英语的正确性和实用性，我们还特意邀请了外籍教师为我们审稿并提供意见。

本教材为了适应我国旅游业尤其是饭店业持续发展的需要，旨在提高该专业学生和从业人员的英语交际能力，从而为培养业务精通、英语熟练、全面发展的新时期饭店服务及管理人才尽力。

本书的14个单元涵盖了前厅、餐厅、客房、康乐中心、购物中心、投诉处理等酒店部门各岗位常用的相关服务用语。为了确保本书中英语的正确性和实用性，我们还特意邀请了外籍教师为我们审稿并提供意见。

Unit 1 Advance Reservation

 Preparatory Work

 Listening In

 Useful Expressions for Advance Reservation & Operator Service

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 2 Checking-in

 Preparatory Work

 Listening In

 Useful Expressions for Registering Guests & Bell Service

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 3 Concierge Service

 Preparatory Work

 Listening In

 Useful Expressions for Concierge

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 4 Checking out

 Preparatory Work

 Listening In

 Useful Expressions for Checking out

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 5 Business Centre

 Preparatory Work

 Listening In

 Useful Expressions for Business Centre

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 6 Shopping Centre

 Preparatory Work

 Listening In

 Useful Expressions for the Shopping Centre

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing 

Unit 7 Housekeeping Service

 Preparatory Work

 Listening In

 Useful Expressions for Housekeeping Service

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 8 Laundry Service

 Preparatory Work

 Listening In

 Useful Expressions for Laundry Service

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 9 Miscellaneous Services

 Preparatory Work

 Listening In

 Useful Expressions for Miscellaneous Services

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 10 Food & Beverage Service (Ⅰ)

 Preparatory Work

 Listening In

 Useful Expressions for Restaurant Reservation & Seating the Guests

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 11 Food & Beverage Service (Ⅱ)

 Preparatory Work

 Listening In

 Useful Expressions for Taking Orders & Serving Dishes

 Speaking Out &

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 12 Bar & Snack Bar

 Preparatory Work

 Listening In

 Useful Expressions for Bar Service & Ways of Paying

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 13 Recreation Center

 Preparatory Work

 Listening In

 Useful Expressions for the Recreation Centre

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information

 Practical Writing

Unit 14 Settling Complaints

 Preparatory Work

 Listening In

 Useful Expressions for Settling Complaints

 Speaking Out

 New Words & Expressions

 Comprehension Check

 For Your Information 

 Practical Writing

Key to Exercises

Glossary

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