本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。

本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。

PART ONEFRONT DESK SERVICES

Unit 1Reservation3

1 Accepting a Reservation3

2 The Hotel is fully Booked3

3 Changing the Reservation Date4

4 Cancelling the Reservation4

Unit 2Checkin9

1 Checking in for the Guest with Reservation9

2 Checking in for the Guest without Reservation9

3 Checking in for a Group10

4 No Reservation and the Hotel is fully Booked11

Unit 3Calling Service15

1 Paging a Guest15

2 Calling for the Guest15

3 Leaving a Message16

4 Placing Morning Calls16

Unit 4Exchanging Money21

1 Normal Procedure21

2 The Night Change Limits21

3 Cash a Check22

4 There’s No Full Exchange Service22

Unit 5Delivering Luggage25

1 At the Door25

2 After Checking in25

3 Arriving at the Room26

4 Delivering Bags to the Wrong Room26

5 Before Checking out27

Unit 6Information31

1 Giving Directions to the Hotel31

2 Giving Information31

3 Introducing about Entertainment in the Hotel32

4 About the Restaurants32

5 Where to Buy some Cigarettes33

Unit 7Checkout37

1 Paying in Cash37

2 Paying with Credit Cards37

3 Explaining the Bill38

4 The Hotel Doesn’t Accept Personal Checks38

Unit 8Other Services41

1 Greeting an Arriving Guest41

2 Depositing Bags41

3 Delivering Letters for the Guests42

4 When the Guests Want the Keys42

5 Booking a Plane Ticket43

PART TWOHOUSEKEEPING SERVICES

Unit 1Floor Attendants47

1 Showing the Guests to their Rooms47

2 Introducing the Room Facilities47

3 About the Hotel Services48

Unit 2Chamber Service51

1 Cleaning the Room51

2 Asking for an Early Cleaning51

3 Turndown Service52

Unit 3Laundry Service57

1 Explaining Laundry Service57

2 Demanding Laundry Service57

3 Suggesting Express Laundry Service58

Unit 4Miscellaneous Services61

1 Providing Something Extra on Request61

2 Shopping for Guests61

3 About Room Service62

Unit 5Special Problems65

1 Babysitting Service65

2 Compensation65

3 A Sick Guest66

Unit 6Dealing with the Complaints69

1 Toilet Problem69

2 Television Problem69

3 The Air Conditioner is out of Work70

4 People Next Door are Noisy70

Unit 7Lost and Found75

1 My Necklace is Missing75

2 When the Guest has Checked out75

3 Mailing the Lost Property to its Owner76

4 Your Bag has been Found77

Unit 8Creating a Home away From Home79

1 A Birthday Party79

2 A Big Surprise79

3 Wish You a Pleasant Heart80

PART THREEFOOD & BEVERAGE SERVICES

Unit 1Reserving a Table85

1 A Reservation for MrsDunlop85

2 Reserving a Banquet85

3 Overbooking86

Unit 2Seating Guests89

1 Seating the Guest with a Reservation89

2 Seating the Guest without a Reservation89

3 We Want a Larger Lazy Susan90

Unit 3Taking Orders93

1 Taking a la Carte Order93

2 Ordering Dinner for Two94

3 Ordering Breakfast94

Unit 4Serving Dishes99

1 A Chinese Banquet99

2 In the Coffee Shop100

3 At the Bar100

Unit 5Room Service105

1 Replenishing the MiniBar105

2 Ordering Room Service105

3 Sending the Ordered Meal to the Guest’s Room106

Unit 6Catering for Guests109

1 Having Birthday in China109

2 Enjoying Moon Cakes109

3 Arranging Special Food110

Unit 7Complaints115

1 Complaining about Dish115

2 We are in a Hurry115

3 Wrong Bill116

Unit 8Ways of Payment121

1 Paying by Cash121

2 Paying with the Credit Card121

3 Signing the Bill122

PART FOURAUXILIARY SERVICES

Unit 1Services for Business129

1 Copying129

2 Fax Sending129

3 Sending Email130

4 Typing130

Unit 2Services for Meeting and Exhibition133

1 Booking a Meeting133

2 Arranging the Meeting Room133

3 Booking an Exhibition134

4 Handling the Urgent Needs135

Unit 3Services for Health139

1 Swimming139

2 Sauna Bath139

3 Bowling140

4 Body Building141

Unit 4Services for Recreation145

1 Night Club145

2 Dancing146

3 Seeing a Movie146

4 Comment on Sports147

Unit 5Services for Beauty151

1 Having a Hair Cut151

2 Having a Hair Done151

3 Having a Hair Dyed152

4 Having a Facial Treatment153

Unit 6Services for Shopping157

1 Choosing Silk Fabrics157

2 Chinese Culture and Tea157

3 Choosing Souvenir Gift158

4 Choosing Traditional Chinese Paintings159

Unit 7Services for Tourism163

1 Asking Information about Traveling163

2 Asking about the Sights163

3 Reserving a Natural Scenery Tour164

4 Arranging the Itinerary165

Unit 8Other Services169

1 Seeing the Doctor169

2 Ordering a Taxi170

3 Charging for Children170

4 A Guest with Animals171

Appendix ⅠA Welcome Letter from the Hotel Manger173

Appendix ⅡOnline Booking174

Appendix ⅢChinese Cuisine175

Appendix ⅣWestern Cuisine177

Appendix ⅤTerms of Room Services179

Reference181