郭淑梅编*的这本《酒店管理实务英语（第2版） 》是《饭店管理专业英语一一培训者与培训生之间的对话》的修订版。
本书从五方面强化了**版教材的特色和优势，并且删除了一些次要的内容，补充了近70%的新内容。本书内容涵盖房态、西餐菜牌、某些职位的工作描述、酒店信息系统的安全、环境管理系统、能源管理、消防、营销函件的撰写、人力资源管理学术前沿、未来酒店客房的发展趋势以及未来酒店如何运营管理等。章后的补充阅读材料由原来的四个调整为两个，并且全部进行了*新。
本书不仅适于本科、高职旅游管理专业学生作为教材使用，而且适合其作为双语教材使用。同时，还适于业界作为酒店英语培训使用以及经营管理作为借鉴等。
Get the Basics Right
Understanding the Hospitality Industry
Evolution of the Hotel Industry
Concept of Time-sharing
Categories of Hotels
Hotel Outline
Chapter One Front Office Department (1)
Unit 1 Position Description for a Front Desk Guest Service Agent
Unit 2 Tasks for Front Desk Morning Shift and the Hotel Grooming Standards
Unit 3 Tasks for Front Desk Afternoon Shift
Unit 4 Tasks for Front Desk Night Shift
Supplementary Readings
Reading Material 1: Room Status Code
Reading Material 2. Position Description for a Guest Service Manager (GSM)
Notes
Review Questions
Chapter Two Front Office Department (2)
Unit 1 Guest Check-in and Check-out Procedure
Unit 2 Main Tasks for Concierge Staff and Their Respective Working Procedures
Unit 3 Main Tasks for Business Center Staff and Their Respective Working Procedures
Unit 4 Main Tasks for Operators and Their Respective Working Procedures
Supplementary Readings
Reading Material 1. Position Description for an Airport Representative
Reading Material 2. Emotional Labor
Notes
Review Questions
Chapter Three Housekeeping Department (1)
Unit 1 Making a Bed and Cleaning a Guest Bathroom
Unit 2 Cleaning a Guest Room and Pest Control
Unit 3 Providing Turn-down Service
Unit 4 Managing Mini-bar Beverage/Conducting Linen and Uniform Inventory
Supplementary Readings
Reading Material 1: Aspects of Control and Autonomy for a Room Attendant
Reading Material 2: The Electronic Guestroom
Notes
Review Questions
Chapter Four Housekeeping Department (2)
Unit 1 Handling Lost and Found and Other Tasks
Unit 2 Position Descriptions for an Order Taker and Keys Control
Unit 3 Handling Guest Laundry and Duties for a Laundry Attendant
Unit 4 Cleaning Public Areas
Supplementary Readings
Reading Material 1. Letter of Apology
Reading Material 2: Position Description for a Fitness Center Attendant
Notes
Review Questions
Chapter Five Food & Beverage Department (1)
Unit 1 Position Description for an F&B Hostess
Unit 2 Table Setup and Chinese Dinner Serving Procedure
Unit 3 Work at Western Restaurant and Buffet Service Procedure
Unit 4 Room Service
Supplementary Readings
Reading Material 1. Employees' Satisfaction with Schedule
Flexibility Decreases Staff's Turnover
Intention in the Hotel Industry
Reading Material 2. Western Restaurant Menu
Notes
Review Questions
Chapter Six Food & Beverage Department (2)
Unit 1 Position Description for a Banquet Associate at a Banquet Service
Unit 2 Lobby Lounge/Bar Opening and Closing Checklist and Beverage Service
Unit 3 Outlets' Communication with Both Kitchen and Stewarding
Unit 4 Handling Guest Complaints
Supplementary Readings
Reading Material 1: Styles of Background Music and Consumption in a Bar: An Empirical Evaluation
Reading Material 2: Position Description for a Stewarding Manager
Notes
Review Questions
Chapter Seven Security Department
Unit 1 Safety and Fire Prevention Guidelines
Unit 2 Preventing Theft
Unit 3 Position Description for Security Guards and Patrolling in the Hotel
Unit 4 Fire Emergency Plan
Supplementary Readings
Reading Material 1. Safety and Security in Hotels
Reading Material 2- Job Description fora Chief Security
Notes
Review Questions
Chapter Eight Engineering Department
Unit 1 Handling Maintenance Requests
Unit 2 Position Description for a Storekeeper and Engineering Tools Management
Unit 3 Outsourcing Service
Unit 4 Preventive Maintenance Work
Supplementary Readings
Reading Material 1: What is EMS and Barriers to EMS in the Hotel Industry?
Reading Material 2: Policy and Procedure for Energy Management
Notes
Review Questions
Chapter Nine Accounting Department
Unit 1 Position Description for a General Cashier
Unit 2 Credit Management
Unit 3 Handling Purchases and Main Duties for a Purchaser ...
Unit 4 Controlling Hotel Costs
Supplementary Readings
Reading Material 1. Information Security of Hotel Information Systems
Reading Material 2: Accounting in Hotels
Notes
Review Questions
Chapter Ten Sales and Marketing Department (1)
Unit 1 Marketing Strategy and Marketing Mix
Unit 2 Hotel Revenue Management
Unit 3 Position Description for an Online Distribution Specialist
Unit 4 Handling Reservations
Supplementary Readings
Reading Material 1: How should Hotels be Operated in 2020?
Reading Material 2: Users' Perceptions of TwoTypes of Hotel Reservation Websites
Notes
Review Questions
Chapter Eleven Sales and Marketing Department (2)
Unit 1 Position Description for a Sales Specialist
Unit 2 Basics for Sales People
Unit 3 Preparing for a Sales Call and Negotiating with Potential Customers
Unit 4 Sales Contracts
Supplementary Readings
Reading Material 1: E-mail Template for a Cold Sales Letter
Reading Material 2: E-mail Template for a Follow-up of the Cold Call
Notes
Review Questions
Chapter Twelve Sales and Marketing Department (3)
Unit 1 Position Description for a Catering Sales Specialist
Unit 2 Handling the Events
Unit 3 Event Arrangement and Banquet Event Order
Unit 4 Event Management from Perspectives of Diagnostics and Assessment
Supplementary Readings
Reading Material 1. E-mail Template for an Invitation to a Site Inspection
Reading Material 2.- E-mail Template for Thank You Letter Following an Event
Notes
Review Questions
Chapter Thirteen Human Resources Department
Unit I Interviewing and Recruiting New Staff
Unit 2 Orientation and Training for New Employees
Unit 3 Signing Employment Contract
Unit 4 Performance Evaluation, Motivation and Career Advancement
Supplementary Readings
Reading Material 1. Employees'Satisfaction with Schedule
Flexibility Decreases Staff's Turnover
Intention in the Hotel Industry
Reading Material 2. Does Workplace Fun Matter?
Notes
Review Questions
Appendixes
1. Different Spellings of the Same Family Name
2. Useful Words and Expressions in Hotel Industry
Reference Books
致谢
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