本书借鉴美国饭店管理专业教材和录像资料，内容详实。全书共分6个单元，涉及前台接待、客房卫生、客房销售、餐饮服务等，有利于一阔读者眼界。丰富的练习内容、说尽的录音文本和参考答案，便于课堂教学和自学。配有录音带和录像带，语言地道，有助于提高读者的听、说和书面表达能力。

序

ACKNOWLEDGEMENTS

出版说明

UNIT ONE The Hospitality Industry and Its Personnel

UNIT TWO Guest Relations

UNIT DHREE Handling Complaints

UNIT FOUR Selling

UNIT FIVE Housekeeping Department

UNIT SIX Food & Beverage Service

THE TAPE SCRILTS

THACHDRS'GUIDE

TERMINOLOGY

The gudst is the most important person in the hotel.The hotel and its employees and systems are centered around efficiently serving the guest.As a result,the guest's stay determines the flow of bus-

iness through the property.