Grade Ⅰ （Preliminary） 3
Listening Exercises 3
第一单元 打招呼及送行 3
第二单元 询问公共场所 4
第三单元 请客人等候以及提供帮助 5
第四单元 打电话 6
第五单元 祝贺及感谢 7
第六单元 要求及投诉 8
第七单元 同情与关心 9
第八单元 爱好与满意 10
第九单元 前厅 11
第十单元 房务 12
第十一单元 餐饮 13
第十二单元 在银行 14
第十三单元 在海关 15
第十四单元 在邮局 16
第十五单元 在医院 17
第十六单元 旅行 18
第十七单元 电信 19
Grade Ⅱ （Intermediate）Front Office 23
Unit One At the Airport 23
Unit Two Room Reservations 26
Unit Three Bellman 29
Unit Four Reception and Check-in 31
Unit Five At the Information Desk 34
Unit Six Sales Promotions 36
Unit Seven Public Relations 39
Unit Eight Front Cashier 42
Unit Nine Business Center 45
Unit Ten Operator 47
Housekeeping 49
Unit Eleven Floor Attendant 49
Unit Twelve Chamber Service 51
Unit Thirteen Laundry Service 53
Unit Fourteen Miscellaneous Services 55
Unit Fifteen Dealing with Emergencies 57
Food ＆ Beverage 59
Unit Sixteen Reservations 59
Unit Seventeen Seating Guests 61
Unit Eighteen Chinese Food Service 64
Unit Nineteen In the Coffee Shop 67
Unit Twenty At the Bar 70
Unit Twenty-one Room Service 72
Unit Twenty-two Ways of Paying 74
Unit Twenty-three Guest Complaints 76
Unit Twenty-four A Birthday Party 79
Shopping 81
Unit Twenty-five At the Textile and Knitwear Counter 81
Unit Twenty-six At the Jewelry and Crafts Counter 84
Unit Twenty-seven At the Medicine and Foodstuff Department 87
Unit Twenty-eight At the Chinese Arts and Stationery Department 90
Health and Recreation 93
Unit Twenty-nine At the Health Center 93
Unit Thirty In the Beauty Salon 96
Unit Thirty-one Recreation 99
Grade Ⅲ （Advanced） 105
Part One 105
Unit One The Front Office 105
Unit Two The Housekeeping Department 107
Unit Three Food and Beverage Department 109
Unit Four The Sales and Marketing Department 111
Unit Five The Maintenance Department 113
Unit Six The Security Department 115
Unit Seven The Human Resources Department 117
Unit Eight The Finance Department 119
Part Two 121
Unit Nine Tourism Industry（Ⅰ） 121
Unit Ten Tourism Industry（Ⅱ） 124
Unit Eleven Hotel Industry 127
Unit Twelve Hotel Chains in the World 130
Unit Thirteen Competition in Hotel Industry 133
Unit Fourteen Computer Systems in Hotels 136
Unit Fifteen An Interview on Hotel Business 139
Unit Sixteen Complaints 142
《饭店工作英语》全真试题 145
Grade Ⅰ（Preliminary） 145
初级全真试题及答案（A） 145
初级全真试题及答案（B） 152
初级全真试题及答案（C） 159
Grade Ⅱ（Intermediate） 166
中级全真试题及答案（A） 166
中级全真试题及答案（B） 177
中级全真试题及答案（C） 188
Grade Ⅲ（Advamced） 199
高级全真试题及答案 199