Andrew W. Peat

　　一口親切、流利的英語為旅館、餐飲及服務業的從業人員必備的專業素養。本書對話內容根據四星級以上旅館內的工作情境所設計，並輔以實用的對話習題及語言學習光碟片，內容豐富實用，為相關從業人員不可或缺的工具書。

內容包括：
• 訂房
• 客房服務
• 吧檯服務
• 顧客抱怨處理
• 資飲服務
• 旅館管理

PartⅠ: The Front Desk
• Unit 1 Room Reservations
  • 1.Making a Reservation
  • 2.Making Group Reservations
  • 3.Confirming a Reservation
  • 4.Canceling a Reservation
  • Exercises
• Unit 2 The Doorman and Bellboy
  • 1.Receiving Guests
  • 2.Introducing the Room and Hotel Services
  • 3.The Bell counter
  • Exercises
  • 1.Guest With a Reservation
  • 2.Walk-in Guest
  • 3.Overbooked - No Rooms
  • 4.Overbooked - Tonight
  • 5.Overbooked - Upgrade
  • Exercises
• Unit 4 Various Front Desk Problems
  • 1.Change of Room
  • 2.Change of Room Not Possible
  • 3.Early Check In
  • 4.Late Check Out
  • Exercises
• Unit 5 The Cashier
  • l.Foreign Currency Exchange
  • 2.Checking Out
  • 3.Counterfeit Bill
  • Exercises

Part Ⅱ: Food and Beverage
• l.Seating Guests
• 2.No Seats Available
• 3.Reservation
• 4.Reservation - Not Available
• Exercises
• Unit 7 Complaints
  • 1.Misserving
  • 2.Various Complaints
  • Exercises
• Unit 8 Complete Retaurant and Bar Dialogs
  • l.The Bar - Chincsc and Foreign Liquors
  • 2.Coffee Shop Dialog
  • 3.Western Restaurant Dialog
  • 4.Chinese Restaurant Dialog
  • Exercises

Part Ⅲ: Housekeeping
• Unit 9 The Room
  • 1.Making up the Room
  • 2.Requests
  • 3.Problems
  • Exercises
• Unit 10 Services
  • 1.Convenient Services
  • 2.Babysitting
  • 3.Laundry
  • Exercises

Part Ⅳ: Hotel Shopping
• Unit 11 Various Items
  • l.Books and Stamps
  • 2.Jewelry
  • 3.Cloisonne Ballpoint Pens
  • 4.Foods
  • Exercises
• Unit 12 Textiles and Hotel Policies
  • 1.Silk Shop
  • 2.Fashion Wear
  • 3.Refusing Suitors
  • 4.One Price Policy
  • Exercises
• Unit 13 Arts and Crafts
  • l.Carpet Center
  • 2.Folk Arts and Crafts Shop
  • 3.Seals - Name Chops
  • Exercises

Part Ⅴ: Hotel Management
• l.Coffee Shop Manager
• 2.Loss of Property
• 3.Damage Claims
• 4.Billing Disagreements
• Exercises
• Appendix: Alphabetical Vocabulary List
• 習題解答