本教材主要按照宾馆行业工作流程编排学习任务。属于典型的任务型教材，专门针对宾馆行业服务英语听说读写技能需求进行培训设计。全书总共十门单元，每个单元都有一个主题。所有教学活动都以训练听说技能为主，兼顾读和写的技能训练。主要内容有：旅馆的几大类型介绍：预定的几种形式，迎宾服务，前台接待服务，包括登记、分房、发钥匙，住店期间的各种服务，比如叫醒服务、特殊要求、设备租用、洗烫服务、信息咨询、出租车服务、维修服务、客房服务、餐厅服务、酒吧服务等；离店手续办理，付款和结账方式；处理客人投诉等方面。

Front Matter
Unit 1 Hotel Industry ABC
  I What Is a Hotel
  II How to Enter the Hotel World
  III Summary of Our Work
  IV Consolidation
Unit 2 Front Off ice (I)
  I What to Do in Handling Room Reservations
  II How to Handle Room Reservations
  III Summary of Our Work
  IV Consolidation
Unit 3 Front Off ice (II)
  I What Do You Know About a Registration Form
  II How to Register Guests
  III Summary of Our Work
  IV Consolidation
Unit 4 Front Off ice (III)
  I What Do We Do Every Day
  II How to Do Our Service Properly
  III Summary of Our Work
  IV Consolidation
Unit 5 Front Off ice (IV)
  I What to Do with the Hotel Bills
  II How to Be a Hotel Cashier
  III Summary of Our Work
  IV Consolidation
Unit 6 Housekeeping (I)
  I What Work Is Included in This Department
  II How to Do the Chamber Service
  III Summary of Our Work
  IV Consolidation
Unit 7 Housekeeping (II)
  I What Are Included in Personal Services
  II How to Offer Personal Services
  III Summary of Our Work
  IV Consolidation
Unit 8 Food & Beverage Department (I)
  I What Is Served Here
  II How to Work in the Food and Beverage Department
  III Summary of Our Work
  IV Consolidation
Unit 9 Food & Beverage Department (II)
  I What Is Served in a Western Restaurant
  II How to Serve Western Cuisine
  III Summary of Our Work
  IV Consolidation
Unit 10 Food & Beverage Department (III)
  I What Are the Beverages We Serve
  II How to Serve Beverages
  III Summary of Our Work
  IV Consolidation
Unit 11 Shopping Arcade
  I What Is to Be Sold in Our Shopping Arcade
  II How to Promote Chinese National Culture
  III Summary of Our Work
  IV Consolidation
Unit 12 Recreation Department
  I What Activities Can We Go in for Here
  II How to Do Service Here
  III Summary of Our Work
  IV Consolidation
Unit 13 Event Department
  I What Are Provided for the Meeting Planner
  II How to Work for the Event Business
  III Summary of Our Work
  IV Consolidation
Unit 14 Sales & Marketing Department
  I What Products Should We Sell
  II How to Sell Our Products
  III Summary of Our Work
  IV Consolidation
Unit 15 Settling Complaints
  I What Will the Guests Complain About
  II How to Settle Complaints
  III Summary of Our Work
  IV Consolidation
Unit 16 Hotel Management
  I What Does Hotel Management Mean
  II How Is the Hotel Management Working
  III Summary of Our Work
  IV Consolidation

“十二五”职业教育国家规划教材