1.由旅館從業人員接待的角度出發、符合本地國情及修課學生需求，且由本國籍人士來主導撰寫。精美全彩印刷，並輔以插圖。　　2.本書共分十三章，內容分別為緒論、住客訂房、住客接待、公共設施、健身中心、餐飲服務、房務、諮詢提供(1)、諮詢提供(2)、商務中心、處理抱怨、安全議題、住客退房等，主要根據旅館從業人員在實際工作場合可能發生的情境，編寫情境式的對話，並強調主動服務的重要。　　3.每章節的呈現首先為字彙與片語，課文主體則以情境式對話為主，並在對話末增加文法解析及常用口語表達，再輔以專欄說明旅館從業相關的狀況或慣例，以及實用的課後練習。另每章節末提供文化小語，讓讀者有跨文化知識的比較及涉獵。　　4.附錄部分同時收集了常用旅遊字彙，以及台灣主要景點與旅館的名稱，使讀者對旅館業有更進一步的認識。　　5.附MP3朗讀CD，幫助讀者增進聽力與發音的正確性。

Chapter 1　IntroductionSection 1: Hotel ClassificationsSection 2: Career in a HotelChapter 2　Taking Room ReservationsSection 1: Reservation by Telephone/FaxSection 2: Up-SellingSection 3: Confirmation/CancellationChapter 3　Guest ArrivalsSection 1: ReceptionSection 2: Bell ServiceSection 3: PBX (Public Broadcast Exchange)Chapter 4　Hotel FacilitiesSection 1: The Gift ShopSection 2: The Beauty SalonSection 3: The BoutiqueChapter 5　Fitness CenterSection 1: Gym and Recreation FacilitiesSection 2: Swimming PoolSection 3: Sauna/Spa Chapter 6　Food & Beverage ServicesSection 1: At the RestaurantSection 2: At the BuffetSection 3: At the Lounge Bar Section 4: Room Service Chapter 7　HousekeepingSection 1: Room Fixtures, Supplies, and AmenitiesSection 2: Cleaning RoomsSection 3: Checking Out Items Section 4: The Laundry Services Chapter 8　Providing Information (I)Section 1: City Tour and InformationSection 2: ShoppingChapter 9　Providing Information (II)Section 1: Giving DirectionsSection 2: Promoting Points of InterestsSection 3: Arranging Rides Chapter 10　Business CenterSection 1: Conference RoomSection 2: Business ServiceSection 3: Internet and Conference Call Section 4: Showroom Chapter 11　ComplaintsSection 1: Out of OrderSection 2: Laundry and CleaningSection 3: Room Changes Chapter 12　Dealing with Security IssuesSection 1: TrespassSection 2: EmergenciesChapter 13　Guest DeparturesSection 1: Settling Guest AccountsSection 2: Arranging PaymentsSection 3: Follow-Up Services AppendicesAppendix Ⅰ：觀光旅遊字彙 Appendix Ⅱ：台灣旅遊景點 Appendix Ⅲ：台灣各地旅館簡介 Answer Key