《酒店英语听说强化教程》紧紧围绕酒店一线员工工作业务展开内容编写，分为“前厅篇”、“客房篇”、“餐饮篇”和“其他部门篇”四大部分，并细分为16个单元，每单元有5课内容，全书共计80课，每课有两页内容。各单元和各课内容设置比较均衡，便于课堂教学的开展。《酒店英语听说强化教程》特色概括如下：
一、最大程度模拟酒店工作场景，可即学即用。教材内容完全按照酒店的常规部门设置、酒店业务流程和规范展开编写，以主流的任务式教学为主旨，紧紧围绕“为客人提供优质高效服务”主题设计大量场景任务，使学生在完成学习任务的过程中同时提高基本语言能力和熟悉酒店工作流程与规范。
二、以“课”为基本教学单位，每课设计两个页面，单双页对面放置。其中一页为主要教学内容，另一页为相关练习，可以即学即练，及时复习巩固前面所学内容。

Front Office Department
前厅篇
Unit 0ne Room Reservation客房预订
Lesson 1 Types of Hotel Accommodations客房种类
Lesson 2 An FIT Reservation散客预订
Lesson 3 A Group Reservation团体预订
Lesson 4 Room Overbooking客房超额预订
Lesson 5Revising the Reservation变更预订
Unit Two Hotel Check-in酒店入住登记
Lesson 6 Working as a Receptionist做一名前台接待员
Lesson 7 Checking in Guests with Reservations预订客人入住登记
Lesson 8 Checking in a Group团队入住登记
Lesson 9 Checking in Walk—in Guests无预订客人入住登记
Lesson 10 Dealing with Check—in Disputes处理入住登记纠纷
Unit Three Concierge Service礼宾服务
Lesson 11 Hotel Facilities酒店设施
Lesson 12 Bellboy Service行李生服务
Lesson 13 Running Errands for Guests为客人办事
Lesson 14 Helping with Flight Booking代订机票
Lesson 15 Hiring a Taxi租车服务
Unit Four Guest Service Center宾客服务中心
Lesson 16 Working as a Telephone Operator做一名电话接线员
Lesson 17 Making DND设置“请勿打扰”服务
Lesson 18 Making a Long—distance Call拨打长途电话
Lesson 19 Making an In—house Phone Call拔打内部电话
Lesson 20 A Morning Wake—up Call叫醒服务
Unit Five Handling Guest Complaints处理宾客投诉
Lesson 21 How to Deal with Complaints如何处理投诉
Lesson 22 Relocating Guests换房间
Lesson 23 Complaints about Food and Service对食品及服务的投诉
Lesson 24 Handling Complaints about Laundry处理洗衣服务的投诉
Lesson 25 Missing Valuables贵重物品遗失
Unit Six Checking Out结账离店
Lesson 26 Working as a Cashier做一名收银员
Lesson 27 Paying Hotel Bill in Cash现金付账
Lesson 28 Paying Hotel Bill by Credit Card信用卡付账
Lesson 29 Paying Hotel Bill with Traveler’S Checks旅行支票付账
Lesson 30 Mistakes on the Hotel Bill账单错误

Housekeeping D
客房篇
Unit Seven Room Cleaning客房清扫
Lesson 31 The Hotel Guest Room酒店客房
Lesson 32 Postponing Room Cleaning推迟客房打扫服务
Lesson 33 Helping Guests with Special
帮助有特殊需求的客人
Lesson 34 Turn—down Service开夜床服务
Lesson 35 An Improperly Cleaned Room未被打扫干净的房间
Unit Eight Laundry Service洗衣服务
Lesson 36 The Laundry List洗衣单
Lesson 37 Regular Laundry Service常规洗衣服务
Lesson 3 8 The Express Laundry Service快冼服务
Lesson 39 Misdirected Laundry衣物分送错误
Lesson 40 Laundry Damage送洗衣物受损
Unit Nine Guests’Requests客人的需求
Lesson 41 Being Friendly and Helpful友爱助人
Lesson 42 Obtaining Items借用物品
Lesson 43 Internet因特网
Lesson 44 Meeting Requirements满足客人需求
Lesson 45 Dealing with Emergencies处理突发事件
Unit Ten Repair and Maintenance Service维修服务
Lesson 46 How May I Help You?我能帮您吗
Lesson 47 The Toilet Won’t Work抽水马桶有问题
Lesson 48 A Problem with the Air—conditioner处理空调问题
Lesson 49 The Bathroom Floor Is Flooded卫生间地面严重积水
Lesson 50 We Are Very Sorry我们深表歉意

Food&Beverage D
餐饮篇
Unit Eleven Restaurant Reservation&Welcoming Guests餐饮预订及迎宾
Lesson 5 lGreeting Guests迎宾
Lesson 52 Booking a Private Room预订包房
Lesson 53 Banquet Reservation宴会预订
Lesson 54 Seating Guests迎宾入座
Lesson 55 Our Restaurant Is Full餐位已满
Unit Twelve At the Chinese Restaurant扭曳聚真
Lesson 56 Chinese Cuisine中国菜系
Lesson 57 Taking Orders点菜
Lesson 58Sichuan Cuisine川菜
Lesson 59Misdirected Service上错菜
Lesson 60 Signing the Bill单
Unit Thirteen At the Western Restaurant在西餐厅
Lesson 61 Workin

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