本书作为中等职业学校“饭店服务与管理”专业的英语教材之一，是根据上海市中等职业教育课程教材改革办公室颁布的“饭店服务与管理”专业课程标准以及《旅游涉外饭店星级的划分及评定》的国家标准及其对星级饭店的考核要求编写的。全书以饭店的工作岗位为逻辑线索设计课程，分为前厅、客房、餐饮三大部分。每部分由6～7课组成。每一课均以该部分的某一“主要专业岗位工作人员英语”为课题，模拟该岗位工作人员工作环境，以其员工需要使用英语与外宾沟通方能完成工作任务为引领，以员工与宾客进行有效的沟通必须具备的英语听说能力为依据，编写了2～4篇情境对话。教材突出服务工作中必知和应知的常用基础英语的知识内容，注重强化学生英语基本技能，尤其是听、说等技能的综合训练，力求使学生在学习本教材后能初步掌握饭店服务常用英语，从而具备用英语与宾客进行有效沟通，顺利完成宾馆各部门服务工作的职业能力。

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