《饭店服务实用英语(附盘)》，本书包括前厅服务篇；客房服务篇；餐饮服务篇；附录篇。

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