鄒靜珊

　　1.由旅館從業人員接待的角度出發、符合本地國情及修課學生需求，且由本國籍人士來主導撰寫。精美全彩印刷，並輔以插圖。

　　2.本書共分十三章，內容分別為緒論、住客訂房、住客接待、公共設施、健身中心、餐飲服務、房務、諮詢提供(1)、諮詢提供(2)、商務中心、處理抱怨、安全議題、住客退房等，主要根據旅館從業人員在實際工作場合可能發生的情境，編寫情境式的對話，並強調主動服務的重要。

　　3.每章節的呈現首先為字彙與片語，課文主體則以情境式對話為主，並在對話末增加文法解析及常用口語表達，再輔以專欄說明旅館從業相關的狀況或慣例，以及實用的課後練習。另每章節末提供文化小語，讓讀者有跨文化知識的比較及涉獵。

　　4.附錄部分同時收集了常用旅遊字彙，以及台灣主要景點與旅館的名稱，使讀者對旅館業有更進一步的認識。

　　5.附MP3朗讀CD，幫助讀者增進聽力與發音的正確性。

Chapter 1　Introduction
Section 1: Hotel Classifications
Section 2: Career in a Hotel

Chapter 2　Taking Room Reservations
Section 1: Reservation by Telephone/Fax
Section 2: Up-Selling
Section 3: Confirmation/Cancellation

Chapter 3　Guest Arrivals
Section 1: Reception
Section 2: Bell Service
Section 3: PBX (Public Broadcast Exchange)

Chapter 4　Hotel Facilities
Section 1: The Gift Shop
Section 2: The Beauty Salon
Section 3:  The Boutique

Chapter 5　Fitness Center
Section 1: Gym and Recreation Facilities
Section 2: Swimming Pool
Section 3: Sauna/Spa

Chapter 6　Food & Beverage Services
Section 1: At the Restaurant
Section 2: At the Buffet
Section 3: At the Lounge Bar
Section 4: Room Service

Chapter 7　Housekeeping
Section 1: Room Fixtures, Supplies, and Amenities
Section 2: Cleaning Rooms
Section 3: Checking Out Items
Section 4: The Laundry Services

Chapter 8　Providing Information (I)
Section 1: City Tour and Information
Section 2: Shopping

Chapter 9　Providing Information (II)
Section 1: Giving Directions
Section 2: Promoting Points of Interests
Section 3: Arranging Rides

Chapter 10　Business Center
Section 1: Conference Room
Section 2: Business Service
Section 3: Internet and Conference Call
Section 4: Showroom

Chapter 11　Complaints
Section 1: Out of Order
Section 2: Laundry and Cleaning
Section 3: Room Changes

Chapter 12　Dealing with Security Issues
Section 1: Trespass
Section 2: Emergencies

Chapter 13　Guest Departures
Section 1: Settling Guest Accounts
Section 2: Arranging Payments
Section 3: Follow-Up Services

Appendices
Appendix Ⅰ：觀光旅遊字彙
Appendix Ⅱ：台灣旅遊景點
Appendix Ⅲ：台灣各地旅館簡介

Answer Key