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简介
本书是21世纪旅游管理专业系列教材之一，同时也可作为饭店的培训教材或饭店从业人员的自学教材。
全书分为两部分：第一部分以情景对话的形式指出各个部门人员的工作职责和服务规范，包括语言规范，第二部分为短文，重点介绍饭店的特点、类型，以及重要部门的人员配置和职责，并提供了饭店专门术语。本书是长期的教学实践积累的结果，很多内容都在教学中实践过。
目录
目录
Part One Situational Dialogues
Unit 1 Making Reservation
Unit 2 Check in
Unit 3 Bell Service
Unit 4 Concierge Service
Unit 5 Chamber Service
Unit 6 Laundry and Valet Services
Unit 7 Guest Service
Unit 8 At a Chinese Restaurant
Unit 9 At a Western Restaurant
Unit 10 Business and Entertainment Services
Unit 11 Sales Promotion
Unit 12 Public Relations
Unit 13 Complaints
Unit 14 Check out
Part Two Readings
Unit 1 Hotels in the World
Unit 2 Ways of Categorizing Hotels
Unit 3 Serviced Accommodation
Unit 4 Self-service Accommodation
Unit 5 The Front Office
Unit 6 The Housekeeping
Unit 7 The Food and Beverage
Unit 8 Marketing
Key to exercises
Reference
aG
Part One Situational Dialogues
Unit 1 Making Reservation
Unit 2 Check in
Unit 3 Bell Service
Unit 4 Concierge Service
Unit 5 Chamber Service
Unit 6 Laundry and Valet Services
Unit 7 Guest Service
Unit 8 At a Chinese Restaurant
Unit 9 At a Western Restaurant
Unit 10 Business and Entertainment Services
Unit 11 Sales Promotion
Unit 12 Public Relations
Unit 13 Complaints
Unit 14 Check out
Part Two Readings
Unit 1 Hotels in the World
Unit 2 Ways of Categorizing Hotels
Unit 3 Serviced Accommodation
Unit 4 Self-service Accommodation
Unit 5 The Front Office
Unit 6 The Housekeeping
Unit 7 The Food and Beverage
Unit 8 Marketing
Key to exercises
Reference
aG
New English for Hotel
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