本书突出“实”、“新”和“用”，选材面较宽，初级部分为日常生活对话，包括十四个单元，每个单元中又按实际内容需要分为若干部分，考虑到使用初级英语员工的实际水平，所有对话均为中英对照。本书不仅可供饭店员工学习、培训及工作之用，亦可供旅游英语、商务英语、经贸英语及一般院校英语专业学生作教材使用。

初级
Unit One Greetings and Sending off
**单元打招呼及送行
Unit Two Asking about Public and Business Areas
第二单元询问公共场所
Unit Three Asking the Guest to Wait and Offering Help
第三单元请客人等候以及提供帮助
Unit Four Making Phone Calls
第四单元打电话
Unit Five COngratuIatiOns and Appreciations
第五单元祝贺及感谢
Unit Six Requests and Complaints
第六单元要求及投诉
Unit Seven Sympathy and Care
第七单元同情与关心
Unit Eight Fondness and Satisfactions
第八单元爱好与满意
Unit Nine The Front 0仟ice
第九单元前 厅
Unit Ten H0uSekeeping
第十单元房 务
Unit Eleven Food＆Beverage
第十一单元餐 饮
Unit Twelve At the Bank
第十二单元在银行
Part One Opening a Bank Account
**部分银行开户
Part Two Asking about Deposit
第二部分询问存款
Part Three Asking about Savings
第三部分询问储蓄
Part Four Asking to Change Money
第四部分要求兑换钱
Unit Thirteen At the Customs
第十三单元在海关
Part 0ne At the Customs
**部分在海关
Part Two Anything to Declare
第二部分有东西要报关吗
Part Three Paying Duty on a Computer
第三部分为电脑缴税
Part Four Going Through the Customs Formalities
第四部分办理海关手续
Unit Fourteen At the Post Office
第十四单元在邮局
Part One Sending a Letter
**部分寄信
Part Two Posting a Letter
第二部分寄信
Pan Three Sending a Parcel
第三部分寄包裹
Part Four Sending Money
第四部分寄钱
Unit Fifteen At the Hospital
第十五单元在医院
Part One Seeing a Doctor
**部分看医生
Part Two Stomach Problem
第二部分犯胃病
Part Three Making an Appointment with the Doctor
第三部分与医生约诊
Part Four Buying Medicine
第四部分买药
Unit Sixteen Travel
第十六单元旅行
Pan 0no 0n the Plane
**部分在飞机上
Part Two Traveling by Train
第二部分乘火车旅行
Part Three Traveling by Bus
第三部分乘公共汽车旅行
Part Four Taking a Taxi
第四部分乘出租汽车
Unit Seventeen Telecommunications
第十七单元电信
Part One Making a Long Distance Call
**部分打长途电话
Part Two The Internet
第二部分国际互联网
Part Three Talking about Telecommunications
第三部分谈论电信
Part Four E—commerce
第四部分电子商务
English Test at Preliminary Level
初级英语试卷
中 级
Front Office
Unit One At the Airport
Part One Meeting the Guest
Part Two Recognizing a Tour Group
Part Three A Brief Welcome Speech
Unit Two Room Reservations
Part One Accepting Reservations
Part Two Fully Booked
Part Three Canceling a Reservation
Unit Three Bellman
Part One Greeting a Guest on Arrival
Part Two Introducing Hotel Facilities
Part Three Baggage Delivery
Part Four Hiring a Taxi
Unit Four Reception and Check——in
Part One Checking in a Guest with Reservation
Part Two Checking in a Walk—-in Guest
Part Three Changing a Room
Part Four Extending the Stay
PartOne Askingthe Way
Part Two Arranging a TourBus
Part Three City Tour
Part Four Leaving a Message
Unit Six Sales Promotions
Part One Talking about Hotel Reservations
Part Two Negotiating on Terms.
Part Three Persuasive Talks
Unit Seven Public Relations
Part One Soliciting Comments and Suggestions
Part Two Arranging a News Conference
Part Three Invitation and Replies
Unit Eight Front Cashier
Part One Checking Out
Part Two A Miscalculation
Part Three Foreign Currency Exchange
Unit Nine Business Center
Part One Booking Air Tickets
Part Two Sending a Fax
Part Three Sending E - mails
Part Four Explaining Time Differences
Part Five Asking for An Interpreter
Unit Ten Operator
Part One A Call from Outside
Part Two Making a Collect Call
Part Three Wake - up Call Service
Housekeeping
Unit Eleven Floor Attendant
Part One Showing a Guest to the Room
Part Two Explaining Room Facilities
Part Three Valuables Deposit
Unit Twelve Chamber Service
Part One Making up the Room
Part Two The Turn - clown Service
Part Three Bringing Something on Request
Unit Thirteen Laundry Service
Part One Demanding Laundry Service
Part Two Special Instructions
Part Three Suggesting Express Laundry Service
Unit Fourteen Miscellaneous Services
Part One Shopping for Guests
Part Two Baby - sitting Service
Part Three Room Service
Part Four Repairing the TV Set
Unit Fifteen Dealing with Emergencies
Part One Guest Injured
Part Two A Sick Guest
Part Three A Small Fire
Food & Beverage
Unit Sixteen Reservations
Part One Booking Seats
Part Two Banquet Reservations
Part Three Reserving a Meeting Room
Unit Seventeen Seating Guests
Part One Seating the Guest without a Reservation
Part Two Seating the Guest with a Reservation
Unit Eighteen Chinese Food Service
Part One Chinese Food
Part Two Chinese Restaurant Service
Part Three Ordering Drinks
Part Four Serving the Dishes
Unit Nineteen In the Coffee Shop
Part One At Dinner Time
Part Two A Buffet Breakfast
Part Three A Continental Breakfast
Part Four An American Breakfast
Unit Twenty At the Bar
Part One Chinese Liquors and Wines
Part Two Mixing Cocktail
Unit Twenty - one Room Service
Part One Ordering Room Service
Part Two Sending the Room Service Order
Unit Twenty -two Ways of Paying
Part One Signing the Bill
Part Two Paying by Credit Card.
Part Three Explaining the Bill
Part Four Explaining the Credit Limit
Unit Twenty-three Guest Complaints
Part One Changing a Dish
Part Two Complaining about the Dishes
Unit Twenty- four A Birthday Party
Shopping
Unit Twenty -five At the Textile and Knitwear Counter
Part One Buying Chinese Silk Fabrics
Part Two Buying T- shirts
Part Three Fashion
Unit Twenty -six At the Jewelry and Crafts Counter
Part One Recommending Traditional Chinese Crafts
Part Two Jewelry
Part Three Recommending Typical Chinese Toys
Unit Twenty- seven At the Medicine and Foodstuff
Department
Part One Chinese Tea
Part Two Chinese Medicine and Tonics
Part Three Chinese Local Flavor Food
Unit Twenty - eight At the Chinese Arts and Stationery
Department
Part One Chinese Seal Cutting, Calligraphy and Paintings
Part Two The Four Treasures of Study
Part Three Packaging and Shipping
Health and Recreation
Unit Twenty -nine At the Health Center
Part One Talking about Health Club Facilities.
Part Two Sauna
Part Three At the Indoor Swimming Pool
Unit Thirty In the Beauty Salon
Part One At the Barber's
Part Two A Permanent Wave
Unit Thirty - one Recreation
Part One At the Ball Room
Part Two Karaoke Bar
Part Three Mahjong
Part Four Bowling
English Test at Intermediate Level
Appendix I useful English Abbreviations For Hotels
Appendix II 180 Useful Sentences For Fotels
Appendix III Key to Listening Exercises (Tape Script)