比尔·金兰顿和吴云主编的《饭店服务实用英语》以科学发展观为指导，力求体现时代特征、国际标准和上海特点，为上海旅游行业饭店员工培训和旅游院校教学提供一本针对性、实用性较强的教材，同时这本教材也是上海旅游行业饭店外语等级考试的培训推荐教材。

前厅服务篇

 Chapter 1 Front Office Operation前厅部运作

Unit 1 Front Office Operation前厅部运作

 Chapter 2 Operator and Phone话务员与电话服务

Unit 1 Directing Inquiries and Requests处理问讯与要求

Unit 2 Taking Messages留言服务

Unit 3 Wake-up Call Service叫醒服务

 Chapter 3 Room Reservations客房预订

Unit 1 Reservation预订

Unit 2 Up—selling Rooms客房增销

Unit 3 Reservation Amendments变更预订

 Chapter 4 Rece}ption and Check—in接待与入住登记

Unit 1 Normal Check-in常规人住登记

Unit 2 Late Checkin and Walkin Checkin延迟入住与散客入住登记

Unit 3 VIP Check-in贵宾入住登记

 Chapter 5 Concierge Service礼宾服务

Unit 1 Information Inquiries信息问讯

Unit 2 Baggage Service行李服务

Unit 3 Ticket Service票务服务

 Chapter 6 Cashier and Check—out收款与退房

Unit 1 Check—out退房

Unit 2 Payment Methods--Cash or Card支付方式——现金或刷卡

Unit 3 Foreign Currency Exchange外币兑换

客房服务篇

 Chapter 1 Housekeeping Operation客房部运作

Unit 1 Housekeeping Operation客房部运作

 Chapter 2 Room Cleaning Service客房清洁服务

Unit 1 Regular Cleaning常规客房清洁

Unit 2 Turn—down Service开夜床服务

 Chapter 3 Facilities Maintenance and Repair设施维护与维修

Unit 1 Facilities for the Handicapped残障人士专用设施

Unit 2 Facilities Problems设施故障

Unit 3 Finding Facilities Problems in Guest Rooms

在客房发现设施问题

 Chapter 4 Laund Service洗衣服务

Unit 1 Laundry Collecting收衣服务

Unit 2 Returning the Laundry送衣服务

 Chapter 5 Other Housekeeping Services其他客房服务

Unit 1 Loaning Items借用物品

Unit 2 Public Areas公共区域

餐饮服务篇

 Chapter 1 Restaurant Operation餐厅运作

Unit 1 Restaurant Operation餐厅运作

 Chapter 2 Reservations and Seating Guests预订与领位

Unit 1 Table Reservations餐位预订

Unit 2 Seating Guests领位

 Chapter 3 Taking Orders and Serving Food点餐与上菜

Unit 1 Taking Chinese Food Orders中餐点餐服务

Unit 2 Taking Western Food Orders西餐点餐服务

Unit 3 Serving Dishes to Individuals 上菜服务

Unit 4 Serving Wine to Individuals上酒服务

 Chapter 4 Bar Service酒吧服务

Unit 1 Alcoholic Beverages含酒精饮品

Unit 2 Soft Drinks软饮料

 Chapter 5 Settling the Bill收款结账

Unit 1 F&B Payment Methods餐饮费支付方式

Unit 2 Settling Bill Problems解决账单问题

 Chapter 6 Room Service客房送餐服务

Unit 1 Taking Room Service Orders客房送餐预订

Unit 2 Delivering the Food送餐进房

附录篇

 Appendix 1 Frequent Problems in Customer Service对客服务中的常见问题及处理

Case 1 Frequent Problems at Front Desk前台常见问题及处理

Case 2 Frequent Problems with Guest Rooms客房常见问题及处理

Case 3 Frequent Problems with F&B Service餐饮服务常见问题及处理

 Appendix 2 Information for Traveling in Different Countries不同国度旅游资讯

Reading 1 Japan 日本

Reading 2 India印度

Reading 3 Eastern USA美国东部

Reading 4 Central and Western USA美国中西部

Reading 5 France法国

Reading 6 Germany德国