本書作為中等職業(yè)學(xué)校“飯店服務(wù)與管理”專業(yè)的英語教材之一，是根據(jù)上海市中等職業(yè)教育課程教材改革辦公室頒布的“飯店服務(wù)與管理”專業(yè)課程標(biāo)準(zhǔn)以及《旅游涉外飯店星級的劃分及評定》的國家標(biāo)準(zhǔn)及其對星級飯店的考核要求編寫的。全書以飯店的工作崗位為邏輯線索設(shè)計(jì)課程，分為前廳、客房、餐飲三大部分。每部分由6～7課組成。每一課均以該部分的某一“主要專業(yè)崗位工作人員英語”為課題，模擬該崗位工作人員工作環(huán)境，以其員工需要使用英語與外賓溝通方能完成工作任務(wù)為引領(lǐng)，以員工與賓客進(jìn)行有效的溝通必須具備的英語聽說能力為依據(jù)，編寫了2～4篇情境對話。教材突出服務(wù)工作中必知和應(yīng)知的常用基礎(chǔ)英語的知識(shí)內(nèi)容，注重強(qiáng)化學(xué)生英語基本技能，尤其是聽、說等技能的綜合訓(xùn)練，力求使學(xué)生在學(xué)習(xí)本教材后能初步掌握飯店服務(wù)常用英語，從而具備用英語與賓客進(jìn)行有效溝通，順利完成賓館各部門服務(wù)工作的職業(yè)能力。
Part One Front Office 1
Unit One English for Reservationists 3
Situational Dialog One A Telephone Call Reservation
Situational Dialog Two Sorry， Our Hotel Is Full 5
Situational Dialog Three A Group Reservation 7
Exercises 8
Unit Two English for Receptionists (I) 16
Situational Dialog One A Face-to-Face Reservation 16
Situational Dialog Two Checking in Guest with Reservation 18
Situational Dialog Three Checking in Guest without Reservation 19
Situational Dialog Four Checking in a Group 21
Exercises 22
Unit Three English for Receptionists (II) 30
Situational Dialog One Changing Room 30
Situational Dialog Two Extending Stay 32
Situational Dialog Three Lost and Found 33
Situational Dialog Four Can We Keep the Rooms till Three？ 35
Exercises 36
Unit Four English for Bellmen 43
Situational Dialog One Escorting Guest to Room 44
Situational Dialog Two Ticket Booking 45
Situational Dialog Three Scenic Spots in Shanghai 47
Exercises 48
Unit Five English for Information Clerks 56
Situational Dialog One How Can I Get to the Place？ 57
Situational Dialog Two Is Mr. Smith in？ 58
Situational Dialog Three One-Day Tour Service 59
Situational Dialog Four Posting Letter for Guest 60
Exercises 62
Unit Six English for Cashiers 69
Situational Dialog One At Foreign Exchange Counter 69
Situational Dialog Two Checking Out 71
Situational Dialog Three SOmething Wrong with Bill 72
Exercises 73
Unit Seven English for Operators 81
Situational Dialog One May I Speak to ... 81
Situational Dialog Two My Baggage Is Missing 83
Exercises 84
Part Two Housekeeping 93
Unit one
Exercises 116
Unit Three English for Room Attendants (Ⅲ) 123
Situational Dialog One Extra Bed 124
Situational Dialog Two One More Blanket， Please 125
Situational Dialog Three Room Service 126
Situational Dialog Four Replenishing Mini-bar 127
Exercises 128
Unit Four English for Floor Attendants ( I ) 136
Situational Dialog One Escorting Guest to Room 137
Situational Dialog Two Can You Bring Me Some Tea？ 138
Situational Dialog Three I Locked Myself Out 140
Situational Dialog Four Buying Something for Guest 141
Exercises 143
Unit Five English for Floor Attendants (Ⅱ) 150
Situational Dialog One Damage Problem 151
Situational Dialog Two Complaints of Services and Facilities 152
Situational Dialog Three Souvenir Shop 153
Situational Dialog Four First Aid 154
Exercises 155
Unit Six English for Laundry Clerks 163
Situational Dialog One How to Get Laundry Service ！64
Situational Dialog Two Express Service 165
Situational Dialog Three Here Is Your Gold Coin 166
Exercises 167
Part Three Food and Beverage 177
Unit One English for Hostesses 179
Situational Dialog One A Restaurant Reservation 180
Situational Dialog Two Welcome to Our Restaurant 181
Situational Dialog Three Sorry， the Restaurant Is Full 183
Exercises 185
Unit Two English for Waiters (I) 191
Situational Dialog One Order Taking 192
Situational Dialog Two Chinese Cuisine 194
Situational Dialog Three Western Food 195
Situational Dialog Four Foreign Wines 196
Unit Three English for Waiters (II) 205
Situational Dialog One Chinese Breakfast 206
Situational Dialog Two American Breakfast 207
Situational Dialog Three Room Service 209
Situati
Situational Dialog Three Chinese Customs 238
Exercises 239
Unit Six English for Banquet Waiters 247
Situational Dialog One Chinese Banquet 248
Situational Dialog Two Banquet Menu 249
Situational Dialog Three Way of Paying for Drinks 250
Exercises 251
Unit Seven English for Bartenders 260
Situational Dialog One A Cocktail 260
Situational Dialog Two Chinese Wine 262
Exercises 263
APPENDIX 270
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