本教材是"十二五"职业教育国家规划教材，是以在第一版的基础上进行了修订，以客人抵达饭店前的订房、到达饭店的登记入住、客人入住店内的相关客房服务，直到退房这一连串的工作内容和程序为主线，采用项目导向、任务驱动的模块化结构进行编写，是课程内容与职业岗位实际工作过程想适应。本教材包括前厅部概述、礼宾服务、客房预订、接待服务、问询服务、商务中心与总机服务、前厅宾客关系管理、前厅部人力资源管理八个项目。本教材适用于高职高专旅游类专业（旅游管理、酒店管理等专业），同时也可以作为各类相关培训机构和相关企业的参考资料。(The textbook is one of the vocational education national planning textbooks for the 12th five-year plan. It has been made many revisions based on the 1st edition. The new edition follows a time line from guests' room reservation prior to arrival, check-in, related room services after check-in to check-out. It adopted a project-oriented and task-driven modular structure so that class contents can adapt to actual work in vocational positions.It has 8 sections: Overview of Hotel Lobby, Room Concierge, Room Reservation, Reception Service, Information Service, Business Center and Operator Service, Lobby Guests Relationship Management and Human Resource Management of Lobby Department.The textbook can be used by tourism majors (Tourism Management, Hotel Management, etc.) in higher vocational schools and colleges. It can also be used as reference by various types of related training institutions and companies.)