旅游行业具有实践性强的特点，同样的，饭店英语也注重实际操作。本书根据涉外饭店服务工作的需要，由前厅、客房、餐饮、康乐、工程维修、安全、人力资源、投诉处理等部分所组成，针对各个部门的工作性质来进行针对性的辅导，每个单元包括课文、对话、补充阅读和课后练习。

Unit One　What Is a Hotel ?
　Text　What Is a Hotel?
　Dialogue 1　Enquiring about the Accommodations and Facilities
　Dialogue 2　Recommending Another Hotel
　Dialogue 3　Finding the Right Hotel　-
　Supplementary Reading　Classification of Hotels
　Exercises
Unit Two　The Front Office (I)
　Text　The Front Office
　Dialogue 1　Making a Reservation
　Dialogue 2　Registering a Guest
　Dialogue 3　Bringing the Guest to Her Room
　Supplementary Reading　The Bell Service
　Exercises
Unit Three　The Front Office (II)
　Text　The Business Center
　Dialogue 1　Checking out of the Hotel
　Dialogue 2　Cashing Cheeks for a Guest
　Dialogue 3　At the Business Center
　Supplementary Reading　The History of Money
　Exercises
Unit Four　The Housekeeping Department (I)
　Text　The Housekeeping Department
　Dialogue 1　Showing the Guest to His Room
　Dialogue 2　Cleaning the Guestroom
　Dialogue 3　Introducing the Baby-sitting
　Supplementary Reading　Different Kinds of Rooms in a Hotel
　Exercises
Unit Five　The Housekeeping Department (II)
　Text　The Laundry Service
　Dialogue 1　Getting Information about the Laundry Service
　Dialogue 2　Laundry Mix-up
　Dialogue 3　Settling a Laundry Problem
　Supplementary Reading　The Dry Cleaner's
　Exercises
Unit Six　The Food and Beverage Department
　Text　The Food and Beverage Department
　Dialogue 1　Calling in a Reservation
　Dialogue 2　Recommending Dishes
　Dialogue 3　Taking Orders
　Supplementary Reading　The Story of Chopsticks
　Exercises
Unit Seven　The Health and Recreation Center
　Text　The Health and Recreation Center
　Dialogue 1　At the Fitness Center
　Dialogue 2　At the Bowling Alley
　Dialogue 3　At the Recreation Center
　Supplementary Reading　Traditional Chinese Medicine
　Exercises
Unit Eight　The Engineering and Maintenance Department
　Text　The Engineering and Maintenance Department
　Dialogue 1　Dealing with the Maintenance of the Room
　Dialogue 2　Dealing with an Elevator Accident
……
Unit Nine The Security Department and Human Resources Department
Unit Ten Handling Complaints
Keys to Exercises
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