本书是面向职场而编写的饭店酒店管理英语教材，主要内容包括：餐饮业、前厅部、入住登记、客房部、在美国打电话的秘诀、如何有效地利用顾客投诉、健身中心、餐饮业收银员、食品服务部经理、点菜服务、酒水服务、餐桌礼仪及在未来技术时代中付餐费等。

本书既可作为高等院校饭店酒店管理类的专业英语教材，也可供相应的培训班使用。从业人员使用本书“自我充电”，亦颇得当。

本书是面向职场而编写的饭店酒店管理英语教材。主要内容包括：餐饮业、前厅部、入住登记、客房部、在美国打电话的秘诀、如何有效地利用顾客投诉、健身中心、餐饮业收银员、食品服务部经理、点菜服务、酒水服务、餐桌礼仪及在未来技术时代中付餐费等。

本书体例上以由Unit为单位，每个Unit由以下几部分组成：情景对话_注重实用性，每篇对话有一个主题，内容简单且易上口。课文一选材广泛、风格多样、切合实际；单词——给出课文中出现的新词，读者由此可以积累专业的基本词汇：常用词组及句子——给出本单元所涉及的常用词组和句子；难句讲解——讲解课文中出现的疑难句子，培养读者的阅读理解能力；习题——针对课文的练习，巩固学习效果；文化沙龙——介绍一些饭店酒店方面的知识；练习答案——供读者对照检查。

本书既可作为高等院校饭店酒店管理类的专业英语教材，也可供相应的培训班使用。从业人员使用本书“自我充电”，亦颇得当。

Unit 1 Introduction to Hotel Industry

Part One  Dialogues

  Sample Dialogue 1  Interviewing General Manager of New York City Landmark

  Sample Dialogue 2  Applying for a Job

  Sample Dialogue 3  Talking about Ethics Integrity

  Useful Expressions

Part Two

  Text A  The Hospitality Industry

  Notes

  Exercises

Part Three

  Text B  Hotels and Their Classification

  Notes

  Exercises

Part Four  Cultural Salon: Trend in Hotel Investment Shrinking by 50%

Unit 2 Reservations

Part One  Dialogues

  Sample Dialogue 1  A Phone Call Reservation

  Sample Dialogue 2  A Group Reservation

  Sample Dialogue 3  canceling a Reservation

  Useful Expressions

Part Two

  Text A  The Front Office

  Notes

  Exercises

Part Three

 Text B  Reservation

 Notes

 Exercises

Part Four  Cuitural Salon: Westin Hotels and Resorts Goes Smoke-free

Unit 3 Checking in

Part One  Dialogues

  Sample Dialogue 1  Registering a Guest with Reservation

  Sample Dialogue 2  Bellman Service

  Sample Dialogue 3  Receiving a Walk-in Guest

  Useful Expressions

Part Two

  Text A  Check-in

  Notes

  Exercises

Part Three

  Text B  The Receptionists' Work

  Notes

  Exercises

Part Four  Cultural Salon: Turn Front Desk Clerks Into Front Desk Salespersons

Unit 4 Housekeeping Services

Part One  Dialogues

  Sample Dialogue I  The Tam-down Service

  Sample Dialogue 2  Laundry Service

  Sample Dialogue 3  Maintenance Service

  Useful Expressions

Part Two

  Text A  The Housekeeping Department.

  Notes

  Exercises

Part Three

  Text B  The Inter-Relationship Between Housekeeping Department and Front Office Department

  Notes

  Exercises

Part Four  Cultural Salon: Enhancing the Guest Experience

Unit 5 Telephone Services

Part One  Dialogues

  Sample Dialogue 1  A Morning Call Service

  Sample Dialogue 2  A Call from Outside

  Sample Dialogue 3  An Overseas Person-To-Person Call

  Useful Expressions

Part Two

  Text A  Telephone Tips in the United States

  Notes

  Exercises

Part Three

  Text B  The Increasing Demise of Telephone Profits in FuU-Service Hotels

  Notes

  Exercises

Part Four  Cultural Salon: Telephone Operator's Work

Unit 6 Handling Complaints

Part One  Dialogues

  Sample Dialogue 1  Making Complaints

  Sample Dialogue 2  The Room Is Too Noisy

  Sample Dialogue 3  At the Lost and Found Desk

  Useful Expressions

Part Two

  Text A  How to Use Customer Complaints to Your Advantage

  Notes

  Exercises

Part Three

  Text B  Customer Complaints and Types of Customers

  Notes

  Exercises

Part Four   Cultural Salon: Hotel Customer Loyalty: Splitting Hairs

Unit 7 Fitness and Recreation Center

Part One  Dialogues

  Sample Dialogue 1  At the Beauty Salon

  Sample Dialogue 2  At the Indoor Swimming Pool

  Sample Dialogue 3  At the Gymnasium

  Useful Expressions

Part Two

  Text A   Fitness Center Trends

  Notes

  Exercises

Part Three

  Text B   Recreation Industry in U.S.

  Notes

  Exercises

Part Four  Cultural Salon: The Recreation and Fitness Center of Shangri-La Hotel

Unit 8 Checking out

Part One  Dialogues

  Sample Dialogue 1  Check-out by Credit Card

  Sample Dialogue 2  Miscalculation

  Sample Dialogue 3  Check-out by Company

  Useful Expressions

Part Two

  Text A  Hospitality Cashier

  Notes

  Exercises

Part Three

  Text B  Different Ways to Pay for Your Purchase

  Notes

  Exercises

Part Four  Cultural Salon: Does Your Hotel Accept Checks?

Unit 9 Food Service

Part One   Dialogues

  Sample Dialogue 1  Reserving a Table for Five

  Sample Dialogue 2  Booking a Table by the Window

  Sample Dialogue 3  Inquiring about Service

  Useful Expressions

Part Two

  Text A  Food Service Managers

  Notes

  Exercises

Part Three

  Text B  Let Them Eat Cake

  Notes

  Exercises

Part Four  Cultural Salon: Concept Restaurants Are Here to Stay

Unit 10 Taking Orders

Part One  Dialogues

  Sample Dialogue 1  Ordering Today's Special

  Sample Dialogue 2  Ordering Chinese Food

  Sample Dialogue 3  Ordering Drinks

  Useful Expressions

Part Two

  Text A   Taking Orders

  Notes

  Exercises

Part Three

  Text B  Food and Beverage Workers

  Notes

  Exercises

Part Four  Cultural Salon: The Awaiting Area

Unit 1 1 Serving Dishes

Part One  Dialogues

  Sample Dialogue 1  Explaining the Dishes

  Sample Dialogue 2  Giving the Wrong Dish

  Sample Dialogue 3  Normal Service for a Chinese Banquet

  Useful Expressions

Part Two

  Text A  W'me Service

  Notes

  Exercises

Part Three

  Text B  Chinese Cuisine & Traditional Chinese Food

  Notes

  Exercises

Part Four  Cultural Salon: Chef, Cooks, and Food Preparation Workers

Unit 12 Dealing with Complaints

Part One  Dialogues

  Sample Dialogue 1  This Isn't What I Ordered!

  Sample Dialogue 2  Complaining about the Dishes

  Sample Dialogue 3  Spilling Drinks on a Guest

  Useful Expressions

Part Two

  Text A  Table Manners

  Notes

  Exercises

Part Three

  Text B  Profitable Wine List

  Notes

  Exercises

Part Four  Cultural Salon: Dining at Taylors Restaurant of Dartmouth

Unit 13 Paying the Bills

Part One  Dialogues

  Sample Dialogue 1  Paying in Cash

  Sample Dialogue 2  Signing the Bill

  Sample Dialogue 3  Paying with Credit Card

  Useful Expressions

Part Two

  Text A  Paying Restaurant Bills in the Next Tech-Age

  Notes

  Exercises

Part Three

  Text B  Tipping in a Restaurant World

  Notes

  Exercises

Part Four  Cultural Salon: Japanese Cuisine

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附录1 参考译文

附录2 参考答案