1.由旅馆从业人员接待的角度出发、符合本地国情及修课学生需求，且由本国籍人士来主导撰写。精美全彩印刷，并辅以插图。

　　2.本书共分十三章，内容分别为绪论、住客订房、住客接待、公共设施、健身中心、餐饮服务、房务、谘询提供(1)、谘询提供(2)、商务中心、处理抱怨、安全议题、住客退房等，主要根据旅馆从业人员在实际工作场合可能发生的情境，编写情境式的对话，并强调主动服务的重要。

　　3.每章节的呈现首先为字汇与片语，课文主体则以情境式对话为主，并在对话末增加文法解析及常用口语表达，再辅以专栏说明旅馆从业相关的状况或惯例，以及实用的课后练习。另每章节末提供文化小语，让读者有跨文化知识的比较及涉猎。

　　4.附录部分同时收集了常用旅游字汇，以及台湾主要景点与旅馆的名称，使读者对旅馆业有更进一步的认识。

　　5.附MP3朗读CD，帮助读者增进听力与发音的正确性。

Chapter 1　Introduction
Section 1: Hotel Classifications
Section 2: Career in a Hotel

Chapter 2　Taking Room Reservations
Section 1: Reservation by Telephone/Fax
Section 2: Up-Selling
Section 3: Confirmation/Cancellation

Chapter 3　Guest Arrivals
Section 1: Reception
Section 2: Bell Service
Section 3: PBX (Public Broadcast Exchange)

Chapter 4　Hotel Facilities
Section 1: The Gift Shop
Section 2: The Beauty Salon
Section 3:  The Boutique

Chapter 5　Fitness Center
Section 1: Gym and Recreation Facilities
Section 2: Swimming Pool
Section 3: Sauna/Spa

Chapter 6　Food & Beverage Services
Section 1: At the Restaurant
Section 2: At the Buffet
Section 3: At the Lounge Bar
Section 4: Room Service

Chapter 7　Housekeeping
Section 1: Room Fixtures, Supplies, and Amenities
Section 2: Cleaning Rooms
Section 3: Checking Out Items
Section 4: The Laundry Services

Chapter 8　Providing Information (I)
Section 1: City Tour and Information
Section 2: Shopping

Chapter 9　Providing Information (II)
Section 1: Giving Directions
Section 2: Promoting Points of Interests
Section 3: Arranging Rides

Chapter 10　Business Center
Section 1: Conference Room
Section 2: Business Service
Section 3: Internet and Conference Call
Section 4: Showroom

Chapter 11　Complaints
Section 1: Out of Order
Section 2: Laundry and Cleaning
Section 3: Room Changes

Chapter 12　Dealing with Security Issues
Section 1: Trespass
Section 2: Emergencies

Chapter 13　Guest Departures
Section 1: Settling Guest Accounts
Section 2: Arranging Payments
Section 3: Follow-Up Services

Appendices
Appendix Ⅰ：观光旅游字汇
Appendix Ⅱ：台湾旅游景点
Appendix Ⅲ：台湾各地旅馆简介

Answer Key