《酒店情景英语/高等职业教育旅游类“十三五”规划教材》以服务外籍客人为主线,围绕酒店一线工作流程进行设计和编排,涵盖了高端涉外酒店对客服务的各个典型工作任务和酒店核心部门的服务与管理内容。全书共分前厅服务、客房服务、餐饮服务、商务和康乐服务及处理客人投诉和退房五个项目,共16个单元(学习任务)。这些学习任务对应酒店服务的典型工作任务。每个项目都配有项目描述、知识目标和能力目标分析。各单元都设有学习目标、任务描述、热身练习、典型工作场景服务的音频和视频、作业布置、常用表达等学习和练习内容。

Project One Front Office Department
Task 1 Room Reservation
Ⅰ Warming-up
Ⅱ An FIT Reservation
Ⅲ A Group Reservation
Ⅳ A Room Overbooking
Ⅴ Revising the Reservation
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 Check-in
Ⅰ Warming-up
Ⅱ Checking in Guests with Reservations
Ⅲ Checking in Walk-in Guests
Ⅳ Checking in a Group
Ⅴ Currency Exchange
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 Concierge
Ⅰ Warming-up
Ⅱ Bellboy Service
Ⅲ Running Errands for Guests
Ⅳ Helping with Flight Booking
Ⅴ Hiring a Taxi
Ⅵ Assignment
Ⅶ Useful Expressions
Task 4 Guest Service Center
Ⅰ Warming-up
Ⅱ Taking a Message for the Guest
Ⅲ Making a Long-distance Call
Ⅳ A Wake-up Call
Ⅴ Making DND
Ⅵ Assignment
Ⅶ Useful Expressions

Project Two Housekeeping Department
Task 1 Room Cleaning
Ⅰ Warming-up
Ⅱ Making up Rooms
Ⅲ Helping Guests with Special Requests
Ⅳ Turn-down Service
Ⅴ Cleaning Room Properly
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 Laundry Service
Ⅰ Warming-up
Ⅱ Regular Laundry Service
Ⅲ The Express Laundry Service
Ⅳ Explaining Laundry Service
Ⅴ Laundry Damage and Loss
Ⅵ Assignment
Ⅶ Common Expressions for Laundry Service

Project Three Food & Beverage
Task 1 Restaurant Reservation & Welcoming Guests
Ⅰ Warming-up
Ⅱ Booking a Private Room
Ⅲ Banquet Reservation
Ⅳ Seating Guests
Ⅴ Bidding Farewell
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 At the Chinese Restaurant
Ⅰ Warming-up
Ⅱ Taking Orders
Ⅲ Chinese Cuisine
Ⅳ Misdirected Service
Ⅴ Signing the Bill
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 At the Western Restaurant
Ⅰ Warming-up
Ⅱ Buffet Service
Ⅲ Continental or American Breakfast
Ⅳ Ordering Western Food
Ⅴ Paying the Bill
Ⅵ Assignment
Ⅶ Useful Expressions
Task 4 At the Bar
Ⅰ Warming-up
Ⅱ What Would You Like to Drink?
Ⅲ Taking Orders
Ⅳ Recommending Drinks
Ⅴ Drink List
Ⅵ Assignment
Ⅶ Useful Expressions
Task 5 Room Service
Ⅰ Warming-up
Ⅱ Room Service
Ⅲ Taking Telephone Orders
Ⅳ Room Service Delivery
Ⅴ Special Ordering
Ⅵ Assignment
Ⅶ Useful Expressions

Project Four Business and Entertainment Services
Task 1 Health and Recreation Service
Ⅰ Warming-up
Ⅱ At the Fitness Center
Ⅲ At the Swimming Pool
Ⅳ At the Spa
Ⅴ At the Beauty Salon
Ⅵ Assignment
Ⅶ Useful Expressions
Task 2 The Shopping Arcade
Ⅰ Warming-up
Ⅱ At the Men‘ s Clothing Shop
Ⅲ At the Ladies’ Clothing Shop
Ⅳ At the Souvenir Shop
Ⅴ Returning a Defective Item
Ⅵ Assignment
Ⅶ Useful Expressions
Task 3 Business Service
Ⅰ Warming-up
Ⅱ At the Business Center
Ⅲ Reserving the Conference
Ⅳ Discussing with the Conference Planner
Ⅴ Signing the Conference Contract
Ⅵ Assignment
Ⅶ Useful Expressions

Project Five Handling Guests‘ Complaint and Checking out
Task 1 Handling Guests’ Complaint
Ⅰ Warming-up
Ⅱ A Complaint about the Reception
Ⅲ A Complaint about the Indoor Facilities
Ⅳ A Complaint about Service Quality
Ⅴ A Complaint about Unexpected Cases
Ⅵ Assignment
Ⅶ Common Expressions for Room Cleaning Service
Task 2 Check-out
Ⅰ Warming-up
Ⅱ Checking out FIT
Ⅲ Handling Disputed Items
IV Checking out VIP
Ⅴ Checking out Group Guests
Ⅵ Assignment
Ⅶ Useful Expressions

APPENDIX Ⅰ AUDIO & VIDEO SCRIPTS
APPENDIX Ⅱ EXERCISE KEYS