本教材主要供高職高專飯店管理、餐飲管理與服務、旅遊管理等專業的學生使用，具有以下特點：
選材全面，內容涉及預定、前廳服務、客房服務、餐飲服務、康樂與會議服務、投訴處理、銷售、商務中心等工作環節；
突出行業性和實用性，緊密聯繫飯店業的實際運作，結合本行業英語實踐的特點，使學生能夠在飯店常見的情景中自如地交流；
編寫設計新穎，圖文並茂，內容生動，形式多樣；
配有形式活潑的助教課件，為教師授課和學生自學提供更多資源。

Unit 1 Reservations
Part I Dialogues
Part II Reading: Duties ofaReservationist
Part III Further Reading: A New Way of Hotel Reservation
Unit 2 Reception
Part I Dialogues
Part II Reading: How to Be a Qualified Front Desk Staff
Part III Further Reading: Types of the Front Desk Staff in Hotels
Unit 3 Concierges Work
Part I Dialogues
Part II Reading: Introduction of Concierges Work
Part III Further Reading: Cultural Differences
Unit 4 Housekeeping (I)
Part I Dialogues
Part II Reading: Duties and Responsibilities of Housekeeping Staff
Part III Further Reading: Legal Obligations of the Housekeeping Department in America
Unit 5 Housekeeping (II)
Part I Dialogues
Part II Reading: Duties of the Housekeeping Department
Part III Further Reading: Room Service Procedure
Unit 6 Maintenance
Part I Dialogues
Part II Reading: Responsibility of the Engineering Department
Part III Further Reading: Various Calls to the Engineering Department
Unit 7 good & Beverage (I)
Part I Dialogues
Part II Reading: Job Categories and Responsibilities in the F&B Service
Part III Further Reading: Greeting and Seating
Unit 8 Food & Beverage (11)
Part I Dialogues
Part II Reading: Possible Restaurant Problems
Part III Further Reading: Service of Red Wines
Unit 9 Handling Complaints
Part I Dialogues
Part II Reading;: Handling Complaints (I)
Part III Further Reading: Handling Complaints (II)
Unit 10 Sales Department
Part I Dialogues
Part II Reading: How Sales Department Functions
Part III Further Reading: Hospitality Sales Distribution and Promotion
Unit 11 At the Business Center
Part I Dialogues
Part II Reading: History of the Business Center
Part III Further Reading: Electronic Business Center in Coral Gables,Fla., Hotel
Unit 12 At the Recreation Center
Part I Dialogues
Part II Reading: Fitness Center Services in the Marquette Hotel
Part III Further Reading: The Recreation Hotel
Unit 13 At the Beauty Parlor
Part I Dialogues
Part II Reading: Welcome to Trends Beauty Parlor
Part III Further Reading: Beauty Tips
Unit 14 At the Shopping Arcade
Part I Dialogues
Part II Reading: Shopping in Honolulus Hot Spot
Part III Further Reading: Caesars Palace
Unit 15 Checkout
Part I Dialogues
Part II Reading: Hotel Chains Try Self-Serve Kiosks for Check-in and Checkout
Part III Further Reading: A Rethink for Hotel Checkout Times
附錄1：英漢飯店常用分類詞彙表
附錄2：2006年度全球酒店集團100強