郭兆康编著的《饭店情景英语(附光盘)》根据饭店行业发展的新成果、新趋势和新要求，综合介绍了饭店各主要服务和管理部门的涉外工作流程和英语用语规范，全书分为5个部分，分别介绍宾馆的前厅、客房、餐饮、商场、管理等部门的常用英语口语和规范。接着安排对话训练和练习详解。课文采取对话形式，文后有大量练习，附录中收进了餐饮行业常用的英语术语，是涉外宾馆员工的英语培训教材。

Part Ⅰ The Front Office前厅
导言
The Manager’S Remarks(经理的话)
Unit 1 Room Reservations(预订客房)
1-1 A Long Distance Call Reservation(长途电话预订)
1-2 A Group Reservation(团体预订)
1-3 A Face-to-face Reservation(门市预订)
1-4 Revising a Group Reservation(修改团体预订)
Function Study：Connecting Telephone Calls(电话接线)
Exercises(练习)
Unit 2 At the Reception Desk(在接待处)
2-1 Registration(登记住宿)
2-2 Checking in a Group(团队登记住宿)
2-3 The VIP Registration Service(贵宾入住服务)
2-4 Extending the Stay(续住)
Function Study：Greetings and Getting Acquainted(招呼与结识)
Exercises(练习)
Unit 3 Concierge (Ⅰ)(礼宾部Ⅰ)
3-1 See-in Service(接机)
3-2 Introducing Hotel Services(介绍饭店服务)
3-3 About Slow Delivery of Baggage(抱怨行李运送太慢)
3-4 Helping to Find the Lost Portfolio(帮助寻找丢失的公文包)
Function Study：Offering Help(提供帮助)
Exercises(练习)
Unit 4 Concierge (Ⅱ) (礼宾部Ⅱ)
4-1 Introducing Some Scenic Spots(介绍景点)
4-2 Showing the Way(指路)
4-3 Ticket Booking Service(订票服务)
4-4 Tackling the Baggage Claiming Problem(处理行李认领问题)
Function Study：Showing Directions(指路)
Exercises(练习)

Unit The business Center and the General Switchboard (商务中心和电话总机)
5-1 Fax Service(发传真)
5-2 Express Mail Service(特快专递)
5-3 Telephone Service(电话服务)
5-4 Leaving the Hotel Early in the Morning(清晨离店)
Function Study：Expressing“Declination”(表达“谢绝”)
Exercises(练习)
Unit 6 The Cashier (收银)
6-1 Foreign Currency Exchange(兑换外币)
6-2 Checking Guest’S Account(核查客人账目)
6-3 Checking out(结账离店)
6-4 Separating the Bill(拆分账单)
Function Study：Bidding Farewell(道别)
Exercises(练习)
Unit 7 Settling Guests'Complaints (处理投诉)
7-1 Changing a Room(换房)
7-2 A Complaint About Something Lost(投诉物品丢失)
7-3 Handling a Complaint About Room Reservation(处理对客房预订的
……
Part Ⅱ The Housekeeping Department客房部
Part Ⅲ Food and Beverage Department餐饮部
Part Ⅳ Shopping Arcade商场部
Part Ⅴ Hotel Management饭店管理