为了更好地满足广大用户的要求，顺应我国高职高专教育领域教学改革的趋势，我们对《饭店服务英语》一书进行了修订。修订后的《饭店服务英语》共有4个专题25个单元，每个单元由4部分构成：第一部分为单元要点，列明本单元的教、学、考要点；第二部分为模拟训练，在保留原“情景对话”的同时，增加了“专业术语”和“常用句式”两部分内容，并在“情景对话”之后增加了三项专项练习；第三部分为拓展阅读，更换了部分阅读材料，增强了与饭店行业的结合度，同时对阅读材料后面的问题讨论作了统一规范；第四部分为综合练习，是本次修订中新增加的部分，旨在使学生通过各项练习，加深对本单元相关语言点和知识点的理解和掌握。可供各大专院校作为教材使用，也可供从事相关工作的人员作为参考用书使用。

本书是普通高等教育“十一五”国家级规划教材，是原新世纪高职高专教改项目成果教材《饭店服务英语》的第二版。

本书是根据饭店业相关职业岗位群的实际工作需要，从切实提高饭店服务人员的英语语言交际能力出发进行构思、设计和编写的，形式新颖、选材独到、内容丰富、语言规范、针对性强，对高职高专院校饭店管理与服务专业学生英语语言交际能力的强化训练具有较高的实用价值。

全书共设4个专题25个单元，每个单元包括单元要点、模拟训练、拓展阅读、综合练习4个部分。书后附有饭店服务英语常用专业词汇。本书还附有MP3录音光盘，可作为听、说训练素材。

本书可作为高等职业院校、高等专科学校、成人高等院校、应用型本科院校饭店管理与服务专业及相关专业的教学用书，也可供五年制高职、中职学校学生使用，还可作为饭店从业人员的业务培训教材和参考读物。

Workshop One English for Front Office

Unit 1 Room Reservation

 Part One Key Points for Teaching, Learning & Assessment in the Unit

Learning Objectives

Key Points in the Unit

 Part Two Simulation Training

Technical Terms

Sentence Patterns

Sample Dialogues

 Dialogue 1 Receiving a Reservation (Basic Procedures )

 Dialogue 2 A Group Reservation

 Dialogue 3 We Are Fully Booked

Classroom Activities

 Part Three Extended Reading

Advance Reservations

 Part Four Exercises

Unit 2 Reception

 Part One Key Points for Teaehing, Learning & Assessment in the Unit

Learning Objectives

Key Points in the Unit

 Part Two Simulation Training

Technical Terms

Sentence Pattems

Sample Dialogues

 Dialogue 1 A Guest with Advance Reservation Checks in

 Dialogue 2 Registering a Tour Group

 Dialogue 3 Receiving a Walk-in Guest

Classroom Activities

 Part Three Extended Reading

What Should Hotel Receptionist Do?

 Part Four Exercises

Unit 3 Bell Service

 Part One Key Points for Teaching, Learning & Assessment in the Unit

Learning Objectives

Key Points in the Unit

 Part Two Simulation Training

Technical Terms

Sentence Patterns

Sample Dialogues

 Dialogue 1 Receiving a Guest & Bringing Him to His Room

 Dialogue 2 Running Errands for Guests

 Dialogue 3 Getting down the Luggage before the Guests Check out

 Dialogue 4 Hiring a Taxi

Classroom Activities

 Part Three Extended Reading

The Front Desk Employees

 Part Four Exercises

Unit 4 Money Exchange

 Part One Key Points for Teaching, Learning & Assessment in the Unit

Learning Objectives

Key Points in the Unit

 Part Two Simulation Training

Technical Terms

Sentence Patterns

……

Unit 5 Telephone Operator

Unit 6 Information

Unit 7 Complaints

Unit 8 Paying the Bill and Checking out

Workshop Two English for Housekeeping Department

Unit 9 Room Cleaning

Unit 10 Guests' Requests

Unit 11 Laundry and Valet Service

Unit 12 Room Service

Unit 13 Lost and Found

Unit 14 Damage and Compensation

Unit 15 Problems and Maintenance

Workshop Three English for Food and Beverage Department

Unit 16 Table Reservation

Unit 17 Receiving Diners

Unit 18 Taking Orders and Recommendations

Unit 19 Chinese Food Restaurant

Unit 20 Western Food Restaurant

Unit 21 Buffet and Coffee Shop

Unit 22 Complaints

Unit 23 Payment

Unit 24 Beverage Service

Workshop Four English for Other Departments

Unit 25 Sample Dialogues for Other Departments