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 DeskUnit 1 Room Reservations1.Making a Reservation2.Making Group Reservations3.Confirming a Reservation4.Canceling a ReservationExercisesUnit 2 The Doorman and Bellboy1.Receiving Guests2.Introducing the Room and Hotel Services3.The Bell counterExercises1.Guest With a Reservation2.Walk-in Guest3.Overbooked - No Rooms4.Overbooked - Tonight5.Overbooked - UpgradeExercisesUnit 4 Various Front Desk Problems1.Change of Room2.Change of Room Not Possible3.Early Check In4.Late Check OutExercisesUnit 5 The Cashierl.Foreign Currency Exchange2.Checking Out3.Counterfeit BillExercisesPart Ⅱ: Food and Beveragel.Seating Guests2.No Seats Available3.Reservation4.Reservation - Not AvailableExercisesUnit 7 Complaints1.Misserving2.Various ComplaintsExercisesUnit 8 Complete Retaurant and Bar Dialogsl.The Bar - Chincsc and Foreign Liquors2.Coffee Shop Dialog3.Western Restaurant Dialog4.Chinese Restaurant DialogExercisesPart Ⅲ: Housekeeping Unit 9 The Room 1.Making up the Room2.Requests3.ProblemsExercisesUnit 10 Services1.Convenient Services2.Babysitting3.LaundryExercisesPart Ⅳ: Hotel ShoppingUnit 11 Various Itemsl.Books and Stamps2.Jewelry3.Cloisonne Ballpoint Pens4.FoodsExercisesUnit 12 Textiles and Hotel Policies1.Silk Shop2.Fashion Wear3.Refusing Suitors4.One Price PolicyExercisesUnit 13 Arts and Craftsl.Carpet Center2.Folk Arts and Crafts Shop3.Seals - Name ChopsExercisesPart Ⅴ: Hotel Managementl.Coffee Shop Manager2.Loss of Property3.Damage Claims4.Billing DisagreementsExercisesAppendix: Alphabetical Vocabulary List習題解答