本书为旅游管理学专业的本科、专科的教材。全书以饭店各部门工作人员的工作程序与职责为主线，第一部分以英语对话形式再现各岗位工作人员服务情景；第二部分为饭店英语阅读，集中了近几年有关饭店管理的最新资料，对饭店总体及各主要部分进行了介绍。本书每节课后都配有适当练习，形式多样，以利于巩固学生所学的知识。

Part one Situational DiaIogues Unit 1 Making Reservations Unit 2 Check in Unjt 3 BeⅡ Service Unit 4 Concierge Service Unit 5 Chamber Service Unit 6 LaundIy and Valet Services Unit 7 Guest Service Unit 8 At a Chinese Restaurant Unit 9 At a Westem Restaurant Unit 10 Business and Entertainment Services Unit 11 Sales Pmmotion Unit 12 Public Relations Unit 13 Complaints Unit 14 Check OutPart Two Readings Unit 1 Hotels in the World Unit 2 Ways of Categorizing Hotels Unit 3 Serviced Accommodation Unit 4 Self-service Accommodation Unit 5 The Front 0ffice Unit 6 The Housekeeping Unit 7 The Food and Beverage Unit 8 Marketing Exercises KeyReference