本书针对高职高专学生的实际需求和教育的特殊规律，从我国旅游业的实际需要出发，紧密结合饭店行业的工作特点，以涉外饭店一线部门的服务流程和岗位职责为主线，概括了涉外饭店的主要服务内容和规范用语。本书加配由纯正美语录制的MP3光盘，更适宜老师和学生使用。本书附光?

Part One The Front Office
Unit 1 Room Reservations
Dialogue 1 A Long Distance Call Reservation
Dialogue 2 A Group Reservation
Dialogue 3 An Individual Reservation
Unit 2 At the Reception Desk
Dialogue 1 Registering an Individual Guest
Dialogue 2 Receiving a Tour Group
Dialogue 3 Extending Stay
Unit 3 The Bellboy
Dialogue 1 Showing a Guest to the Floor
Dialogue 2 Introducing the Room Facilities
Dialogue 3 Running Errands for the Guest
Unit4 The Cashier
Dialogue 1 Exchanging Money
Dialogue 2 Checking Out
Dialogue 3 Paying with Credit Cards
Unit 5 At the Business Center
Dialogue 1 Mail Service
Dialogue 2 Internet Service
Dialogue 3 Sending a Fax
Unit 6 Changing the Room
Dialogue 1 Changing the Room
Dialogue 2 Its Too Noisy
Dialogue 3 A Room with A King-size Bed
Part Two The Housekeeping Department
Unit 1 Making up the Room
Dialogue 1 Could You Do Our Room First Next Time
Dialogue 2 What Time to Clean Your Room
Dialogue 3 Turn-down Service
Unit 2 Laundry Service
Dialogue 1 Introducing Laundry Service
Dialogue 2 Express Laundry Service
Dialogue 3 In the Laundry
Unit 3 Wake-up Call Service & Special Service
Dialogue 1 Wake-up Call Service
Dialogue 2 Baby-sitting Service
Dialogue 3 Preparing for a Birthday Party
Unit 4 Miscellaneous Service
Dialogue 1 Maintenance Service
Dialogue 2 Complaints
Dialogue 3 The Lost Diamond Earrings
Part Three Food and Beverage Department
Unit 1 Chinese Restaurant
Dialogue 1 Reserving a Table
Dia|ogue 2 At a Chinese Restaurant
Dialogue 3 Chinese Cuisine
Unit 2 Western Restaurant
Dialogue 1 At a Western Restaurant
Dialogue 2 Dining a la Carte
Dialogue 3 Wine Sales
……
Part Four Shopping and Entertaining Services
Appendix
Key to Exercises
参考书目