\"·***高等學校高職高專餐旅管理與服務類專業教學指導委員會**教材！ ·英語專業學生、酒店服務人員必學的英語口語書！ ·地道酒店英語脫口說，從容應對酒店行業不同場景中的英語對話！ ·一線教師精心編寫，知名專家審訂！ ·全面提升跨文化交際能力，做求職與職場上的搶手人纔！\"

\"《酒店英語(第2版)》基於酒店的各種工作情境進行構思、設計和編寫，著重從提高酒店從業人員的英語交際能力出發，同時兼顧酒店理論知識的提升。 《酒店英語(第2版)》在內容上涉獵廣泛，專業性和實用性強。從酒店概述到酒店工作過程，主題包括客房預訂、應接服務、入住登記、禮賓服務、客房服務、訂餐、引位、點菜、上菜、送餐、解決投訴、餐飲結賬、娛樂休閑服務、商務服務、退房等。以場景主題描述為主，使學生能夠與客人進行情景模擬交流。 在《酒店英語(第2版)》的編寫過程中，作者廣泛聽取各類星級酒店員工的建議和意見，它可作為高等職業院校、高等專科院校、成人高等院校、本科院校酒店管理專業、旅遊管理專業教材，也可作為酒店、餐飲業員工的培訓用書。\"

CHAPTER I
AN OVERVIEW OF HOSPITALITY INDUSTRY

CHAPTER II
FRONT OFFICE AND ITS SECTIONS
Lesson 1 An Introduction to the Front Office
Lesson 2 Room Reservations
Lesson 3 Bell Service
Lesson 4 Concierge Service
Lesson 5 Check in
Lesson 6 Telephone Service
Lesson 7 Business Center
Lesson 8 Cashier’s Service

CHAPTER III
The Housekeeping Department and Its Sections
Lesson 1 An Introduction to the Housekeeping Department
Lesson 2 Regular Services
Lesson 3 Laundry Service
Lesson 4 Personalized Housekeeping Service
Lesson 5 Dealing with Emergencies

CHAPTER IV
FOOD AND BEVERAGE DEPARTMENT
Lesson 1 About the Food & Beverage
Lesson 2 Taking Restaurant Reservations
Lesson 3 Hosting
Lesson 4 Taking Orders
Lesson 5 Serving Dishes
Lesson 6 Bar Service
Lesson 7 Room Service
Lesson 8 Paying the Bill

CHAPTER V
HEALTH AND THE RECREATION CLUB
Lesson 1 About the Health & the Recreation Club
Lesson 2 Beauty Salon
Lesson 3 Gym
Lesson 4 Sauna Bath and Spa
Lesson 5 Swimming, Golf and Karaoke

CHAPTER VI
OTHER SERVICES IN THE HOTEL
Lesson 1 Dealing With Complaints
Lesson 2 Shopping

CHAPTER Ⅱ FRONT OFFICE AND ITS SECTIONS Lesson 1 An Introduction to the Front Office Preamble The basic business of a hotel is to sell rooms. The front office is the department which is responsible for the thorough systematic methods of reservation, registration and assigning of rooms. The front office is the first and last point of contact with every guest and thus it plays a vital role in the hotel image building. Front office is the first department that we will be studying about a hotel in the lesson. At the end of this lesson, you should be able to: ？ Memorize the specialized terms and expressions ？ List the function areas of the front desk/front office ？ State the importance of the front office ？ Tell the function of the front office Lead-in Activity Pre-speaking：Look at the pictures below. Where is the hotel front office usually located? What services can you find at a hotel front office? What qualities does a receptionist need? Would you like to be a receptionist? Compare your answers with your partner’s. Professional Knowledge 1. Front office functions The front office is usually located close to the main entrance of the hotel. The front office of a hotel is not only its “ shop window ”, but also its “ nerve center ”. ？ It is a liaison between the guest and the hotel. ？ It is the focus of guest requests for information and service as well as the profit center of room sales. Members of the front-office staff welcome the guests, carry their luggage, help them register, give them their room keys and mail, answer questions about the activities in the hotel and surrounding area, and finally check them out. In fact, the only direct contact most guests have with hotel employees, other than in the restaurants, is with members of the frontoffice staff. The front office functions can be divided into nine general areas: ？ Reservation ？ Reception ？ Operators ？ Bell service ？ Mail and information ？ Concierge ？ Health and recreation center ？ Business center ？ Cashiers and night auditors