本书用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、全面、实用，同时也增加了饭店经营过程中可能遇到的新知识，使教材更贴近现代饭店服务的需要。全书共分四部分——前台服务、客房服务、餐饮服务和其他服务。本教材适用于高职高专广大旅游专业学生，以及有志于从事和现已从事旅游服务工作的人员。

PARTONEFRONTDESKSERVICES
Unit1Reservation3
1?AcceptingaReservation3
2?TheHotelisfullyBooked3
3?ChangingtheReservationDate4
4?CancellingtheReservation4
Unit2Check?in9
1?CheckinginfortheGuestwithReservation9
2?CheckinginfortheGuestwithoutReservation9
3?CheckinginforaGroup10
4?NoReservationandtheHotelisfullyBooked11
Unit3CallingService15
1?PagingaGuest15
2?CallingfortheGuest15
3?LeavingaMessage16
4?PlacingMorningCalls16
Unit4ExchangingMoney21
1?NormalProcedure21
2?TheNightChangeLimits21
3?CashaCheck22
4?There’sNoFullExchangeService22
Unit5DeliveringLuggage25
1?AttheDoor25
2?AfterCheckingin25
3?ArrivingattheRoom26
4?DeliveringBagstotheWrongRoom26
5?BeforeCheckingout27
Unit6Information31
1?GivingDirectionstotheHotel31
2?GivingInformation31
3?IntroducingaboutEntertainmentintheHotel32
4?AbouttheRestaurants32
5?WheretoBuysomeCigarettes33
Unit7Check?out37
1?PayinginCash37
2?PayingwithCreditCards37
3?ExplainingtheBill38
4?TheHotelDoesn’tAcceptPersonalChecks38
Unit8OtherServices41
1?GreetinganArrivingGuest41
2?DepositingBags41
3?DeliveringLettersfortheGuests42
4?WhentheGuestsWanttheKeys42
5?BookingaPlaneTicket43
PARTTWOHOUSEKEEPINGSERVICES
Unit1FloorAttendants47
1?ShowingtheGueststotheirRooms47
2?IntroducingtheRoomFacilities47
3?AbouttheHotelServices48
Unit2ChamberService51
1?CleaningtheRoom51
2?AskingforanEarlyCleaning51
3?Turn?downService52
Unit3LaundryService57
1?ExplainingLaundryService57
2?DemandingLaundryService57
3?SuggestingExpressLaundryService58
Unit4MiscellaneousServices61
1?ProvidingSomethingExtraonRequest61
2?ShoppingforGuests61
3?AboutRoomService62
Unit5SpecialProblems65
1?BabysittingService65
2?Compensation65
3?ASickGuest66
Unit6DealingwiththeComplaints69
1?ToiletProblem69
2?TelevisionProblem69
3?TheAirConditionerisoutofWork70
4?PeopleNextDoorareNoisy70
Unit7LostandFound75
1?MyNecklaceisMissing75
2?WhentheGuesthasCheckedout75
3?MailingtheLostPropertytoitsOwner76
4?YourBaghasbeenFound77
Unit8CreatingaHomeawayFromHome79
1?ABirthdayParty79
2?ABigSurprise79
3?WishYouaPleasantHeart80
PARTTHREEFOOD&BEVERAGESERVICES
Unit1ReservingaTable85
1?AReservationforMrs?Dunlop85
2?ReservingaBanquet85
3?Overbooking86
Unit2SeatingGuests89
1?SeatingtheGuestwithaReservation89
2?SeatingtheGuestwithoutaReservation89
3?WeWantaLargerLazySusan90
Unit3TakingOrders93
1?TakingalaCarteOrder93
2?OrderingDinnerforTwo94
3?OrderingBreakfast94
Unit4ServingDishes99
1?AChineseBanquet99
2?IntheCoffeeShop100
3?AttheBar100
Unit5RoomService105
1?ReplenishingtheMini?Bar105
2?OrderingRoomService105
3?SendingtheOrderedMealtotheGuest’sRoom106
Unit6CateringforGuests109
1?HavingBirthdayinChina109
2?EnjoyingMoonCakes109
3?ArrangingSpecialFood110
Unit7Complaints115
1?ComplainingaboutDish115
2?WeareinaHurry115
3?WrongBill116
Unit8WaysofPayment121
1?PayingbyCash121
2?PayingwiththeCreditCard121
3?SigningtheBill122
PARTFOURAUXILIARYSERVICES
Unit1ServicesforBusiness129
1?Copying129
2?FaxSending129
3?SendingE?mail130
4?Typing130
Unit2ServicesforMeetingandExhibition133
1?BookingaMeeting133
2?ArrangingtheMeetingRoom133
3?BookinganExhibition134
4?HandlingtheUrgentNeeds135
Unit3ServicesforHealth139
1?Swimming139
2?SaunaBath139
3?Bowling140
4?BodyBuilding141
Unit4ServicesforRecreation145
1?NightClub145
2?Dancing146
3?SeeingaMovie146
4?CommentonSports147
Unit5ServicesforBeauty151
1?HavingaHairCut151
2?HavingaHairDone151
3?HavingaHairDyed152
4?HavingaFacialTreatment153
Unit6ServicesforShopping157
1?ChoosingSilkFabrics157
2?ChineseCultureandTea157
3?ChoosingSouvenirGift158
4?ChoosingTraditionalChinesePaintings159
Unit7ServicesforTourism163
1?AskingInformationaboutTraveling163
2?AskingabouttheSights163
3?ReservingaNaturalSceneryTour164
4?ArrangingtheItinerary165
Unit8OtherServices169
1?SeeingtheDoctor169
2?OrderingaTaxi170
3?ChargingforChildren170
4?AGuestwithAnimals171
AppendixⅠAWelcomeLetterfromtheHotelManger173
AppendixⅡOnlineBooking174
AppendixⅢChineseCuisine175
AppendixⅣWesternCuisine177
AppendixⅤTermsofRoomServices179
Reference181