第一部分　情景会话　Situational Conversations

单元1　预订房间　Advance Reservations

1-1　长途电话预订　A Long Distance Call Reservation

1-2　本店客满　We Are Fully Booked

1-3　团体订票　A Group Reservation

1-4　Passage:Advance Reservation

单元2　接待

2-1 客人事先已预订了房间　The Client Has Reserved in Advance

2-2 带客进房　Ushering a Guest into the Room

2-3　接待旅行团　Registering aTour Group

2-4　Passage:Reception

单元3　在收银处　At the Cashier s

3-1 客人用信用卡结帐　The Client Pays with Credit Card

3-2　兑换外币　Exchange Foreign Currencies

3-3　Passage:Check-out

单元4　电话总机　Telephone Switchboard

4-1　国际长途电话　An Overseas Call

4-2　饭店内线　Make a House Phone Call

4-3　Passage:Post and Telephone

单元5　解决投诉　Handling Complaints

5-1　抱怨餐厅服务　Complaining about the Restaurant Service

5-2　服务投诉　Complaining about Service

5-3　抱怨遗失物品　Complaining about Things Lost

5-4　Passage:Complaints

单元6　客房管理部　Housekeeping

6-1收拾房间　Making up the Room

6-2　做晚床　The Turn-down Service

6-3　失物招领　Lost and Found

6-4　Passagc:Housekeeping

单元7　洗衣服务　Laundry Service

7-1　说明洗衣服务时间　Explaining Laundry Service Hours

7-2　快洗服务　Express Laundry Service

7-3　有关补缀和去污　About Mending and Stain Removal

7-4　衣物分送错误　Mis-delivery

7-5　Passage:The Exhibition of Handicraftes

单元8　餐饮部　Food and Beverages

8-1　受理电话预订餐位　Taking a Telephone Reservation

8-2　告诉客人没有空餐桌　Telling the Diner There Isn t a Table

8-3　点菜和推荐　Taking Orders and Giving Recommendations

8-4　付帐　Paying the Bill

8-5　在酒吧间　At the Bar

8-6　将早餐送至客房

8-7　Passage:Food and Beverages

单元9 保健和娱乐服务　Service for Health-Care and Recreations

9-1 照顾病人　Taking Care of the Patient

9-2 理发做发　At the Hotel s Beauty Parlor

9-3 娱乐健身中心　Recreation Fitness Center

9-4　Passage:Taking Care of Your Health

单元10　多项服务　Miscellaneous Services

10-1 为客人服务　Serving a Guest

10-2　有关托婴服务　About Baby-sitting Service

10-3　特殊服务　Special Services

10-4　Passage:Hotel Services

单元11　商场部　Shopping Arcade

11-1 购物　Shopping

11-2　Passage:Shopping Arcade

1-1　英语业务书信的格式及其组成部分

单元1　饭店英语业务书信　Hotel Corrcspondence

第二部分　应用文　Practical Writings

1-2　饭店客房预订及确认等往来信件的写法及实例

单元2　投诉信件及对投诉信件的回复Letters of Complaints and their Replies

单元3 失物招领的有关信件Lost and Found

单元5　饭店表格

单元6 广告　Advertisement

单元7 广播通知　Broadcast Announcement

单元8 电报　Telegram

单元9 电传　Telex

第三部分 常用词汇　Useful Vocabulary

单元1 饭店常用词汇　Useful Hotel Vocabulary

2-1 蔬菜类　Vegetables

单元2 餐馆常用词汇　Useful Restaurant Vocabulary

2-2 非蔬菜类（肉类及其他）　Meat and Others

2-3 中菜菜单　Chinese Food Menu

2-4　西菜菜单

第四部分 相关知识　Related Information

单元1 饭店机构表　Hotel Organization Chart

单元2 中国菜肴　Food in China

单元3　部分常用缩略语　Some Useful Abbreviatios

单元4　常见鲜花一览表　List of Principal Fresh Flowers

单元5 各种不同货币　The Different Kinds of Currency

5-1　各种货币形式　Types of Currency

5-2　货币名称　Names of Currency

单元6　节日　Festivals

6-1　中国传统节日　Chinese Traditional Festivals

6-2　西方传统节日

单元7 宾馆简介　Hotel Brochures

7-1　锦江饭店　Jinjiang Tower

7-2　波德曼香格里拉饭店　Portman Shangri-La

7-3　新市俱乐部　New Town Club

7-4　北京饭店　Beijing Hotel

7-5　长城饭店　The Great Wall Sheraton

7-6　昆仑饭店　Hotel Kunlun

7-7　北京丽都假日饭店　Holiday Inn Lido Beijing

参考书目　Bibliography