旅游酒店英语课程教案Word格式文档下载.docx

旅游酒店英语课程教案Word格式文档下载.docx

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ⅡUsefulExpressions

酒店服务英语的总体原则

组织结构

预定的常见形式

预定的注意事项

ⅢSituationalDialogue 

:

AliceLiuisasecretaryinTokyo.ShecallsHiltonHotelinTianjintoreserveasuiteforherbossfromMarch22to24.Thereservationanswersthephonecallandacceptsthebooking.

ⅣReadingComprehension

TextA:

（1）Explainthefunctionofthefrontoffice.

（2）Useexamplestodescribetherelationshipbetweenroomreservationandotherdepartment.

ⅤExercisesandsummary

本单元重点:

电话预定

本单元难点：

服务人员在预定过程中的引领作用

教学方法：

讲授

Unit2Reception

要求学生能够使用英语完成登记入住服务。

ⅠListeningComprehension

入住登记的操作流程

房态

支付方式

ⅢSituationalDialogue

（1）AguestcomesuptotheReceptionDesk.HehasbookedadoubleroomforfournightsaweekagobyCtrip.Nowhewantstocheck-in.

（2）Aguestentersthehotelyouserved.Hehasnoreservation.Unfortunately,alltheroomsareoccupieduntil6:

00pm.Nowitis4o’clock.Trytomakethisdealsuccessfully.

（1）ListdifferencesbetweenStarsandDiamonds.

（2）DescribethecurrentsituationofStarratingsinChina.

（3）IsitnecessarytointroduceDiamondratingsintoChina?

TextB:

（1）Explainthefunctionofroomcategories.（Fromsupplierperspectiveandguestperspective.）

（2）WhatarethedifferencesamongPOV,OVandOF.（UseChinesetoanswer.）Whichonewillbethemostexpensive?

登记入住流程

团队客人的登记入住

Unit3AnswertheCalls

要求学生掌握酒店接听电话的方式和类别。

饭店总机的功能

饭店总机的基本要求

（1）Oneguestneedamorningcallforhis9:

00internationalflight.Heknownothingaboutthetrafficcondition.Pleasegivesomesuggestiontotheguestandconfirmthemorningcall.

（2）Oneguestisconfusedbythechargesofthecalls.Pleasegivesomeexplanation.Include:

housephone,localcall,longdistancecallandinternationalcall.ThereisaminimumchargeoffirstthreeminutesforDomesticDirectDialbutnotforInternationalDirectDial.

翻译

（1）Differentiateamobilephoneandaportablephone.

（2）Whycellphonecanbeusedindifferentcountries?

（3）Estimatetheeffectofdigitalcameraincellphone.

接听电话后的正确操作方式

叫早电话

Unit4Complaint

要求学生掌握应对客人投诉或抱怨的方法，以及处理措施。

投诉处理程序

处理投诉的注意事项

（1）Mrs.Browncomplainthatthehotwaterisnotashotassheexpected.Trytodealwithit.

（2）Mr.Greenisveryunhappywiththerestaurantserviceinthehotel.Themanagerishandlingthecomplaint.

（1）Ifyouareanemployee,whatisyourattitudetowardthecustomercomplaints?

（2）Ifyouarethemanager,whatisyourattitudetowardthecustomercomplaints?

（3）Ifyouaretheownerofthehotel,whatisyourattitudetowardthecustomercomplaints?

（4）Howtomanagecustomercomplaints?

（1）ClassifyallthecomplaintsinPoorService.Trytoresolvestheseproblems.

（2）Shouldweinformguestssomeproblemsabouttheroomwhentheymakeareservation.

应对客人投诉的方法

如何舒缓客人情绪

Unit5Check-out

要求学生能够使用英语完成对客人离店退宿的服务。

结账退宿的操作流程

账单上常见的缩写

（1）Mrs.SmithisinRoom2210andsheischeckingout.Herbillis￥1250.Shewantstosettlethebillwithcash.YoufindthatthecashisnotRMBorUSDbutHKD.Asthehotelregulation,HKDisnotaccepting.Trytohelphertocheckout.

（2）MissChenhasstayedinthehotelfor4daysandsheisgoingtocheckout.ShefindsthatifshereservedbyCtripshecouldget15%discount.Nowsherequiresthediscount.Butyoufindthatshemadethereservationbytelephone.Trytodealwiththisproblem.

（1）Whatisaccount?

（2）Whatisfolio?

（3）Differentiateaccountfromfolio.

离店退宿的流程

前台财务管理

Unit6Housekeeping

要求学生了解客房部的常见服务及应对措施。

重点句型听力

客房部部结构

客房迎宾服务

客房清理服务的注意事项

客房设施词汇

（1）ThebellmangreetsandshowstheguestRoom3305.Hefirstopensthedoorfortheguestandcarriesguest‘sluggage.Hedrawsbackthecurtains,turnsontheTVandshowstheminibar.Whenheisgoingtomakeacupofteafortheguest,theguestgiveshim￥10andthebellmanleavestheroom.

（2）Aguestasksaroomattendanttomakeuptheroomrightnowbecausehewillhavesomevisitors.Aftercleaning,heaskstheroomattendanttofetchsomefreshtowels,abottleofice,someflowersandcandles.Trytohandlethissituation.

（1）Listthefactorswhichwillinfluencestaffscheduling.

（2）HowtomakeVisualRota?

（3）TalksomethingaboutthefunctionofVisualRota.

（1）DifferentiateoverviewamongChiefHousekeeper,Asst.ChiefHousekeeperandFloorSupervisor.

（2）Differentiaterequirements,salaryandbenefitsamongstations.

客房服务的处理流程

客房服务与客人关系的处理

Unit7LaundryService

要求学生能够使用英文完成对客人衣物洗涤服务的处理。

洗衣服务

短语

（1）Mr.Smithwantstohaveexpresslaundryservicebecauseheisgoingtohaveameetingthisafternoon.He’dlikehissuittobedryclean.Trytohandlethis.

（2）Theguestwantstoknowhowtogetthelaundryservice.Trytoexplainservicetimeandcharges.

（3）Oneguestfindsherskirtisdamagedbywashingandasksforcompensation.Trytosolvethisproblem.

（1）Whylaundryqualityisimportantinhospitalityindustryaccordingtothepassage?

（2）Whatbenefitscanwegetinoperatinganin-houselaundry?

洗衣服务的流程

如何处理贵重服饰的洗涤要求

Unit8RoomService

要求学生了解全服务酒店可以向顾客提供的各种服务。

客房服务

词汇

（1）MissLiuwantstohavebreakfastinherroom1878.Herorderisacupofcoffeewithsugar,onefriedegg,onesandwichesandaglassofchilledapplejuice.About10minuteslater,thewaitersendsthebreakfast.

（2）Mr.Whitewantstoknowifitispossibletohaveanextrabedforhis9yearsoldson.TheroomattendantaskshimtofilloutaformandcontractswiththeFrontDesk.Itis$20forextrabedpernight.

（1）Whatbenefitscanhotelgetfromroomservice?

（2）Whatisthedifferencebetweenroomserviceandfooddelivery?

（3）Whatisthedifferencebetweenlimitedfeaturehotelandluxuryhotelinroomservice?

TorF

当客人提出不同要求时的应对流程

婴儿看顾、宠物问题

Unit9F&

BService

要求学生掌握餐饮服务的基本流程。

餐饮部主要岗位

西餐早餐

餐饮服务的基本流程

餐饮预订

（1）Miss.ChencallstheSunRestauranttoreserveatableforapartyofsixfor6:

30thenextevening.Thehostessanswersthephonecallandacceptsthebooking.

（2）OneguestcallstheRiverBankRestauranttoreserveatablefor8o’clocktonight,andherequeststositbesidethewindow.Butthereisnotabletonight.Thehostesssuggeststheguesttochangeatimeorplace.

（1）DescribethecharacteristicsofChina’svariedcuisines.

（2）WhydoChinesechoosechopsticksastablewareaccordingtothepassage?

（3）ListsomedifferencesabouttablemannersbetweenChinaandwesterncountries.

（1）Whencanyoubegintoeat?

（2）Howtoeatsoup?

（3）Whensomebodyasksyoutopassthesalt,canyouuseitbeforetheonewhorequestsit?

（4）Howtoremoveinedibleitemsfromthemouth?

餐位预定：

个人和团体

饮食习惯及小费问题

Unit10Orders

要求学生掌握引导客人点菜的方法。

西餐服务——餐具

西餐服务——酒杯

西餐服务——餐具摆放

西餐点菜

菜肴与酒水搭配

（1）Mr.ZhangandhisfriendscometotheAmazonRestaurantandyoushowthematableinprivatehall.

（2）Mr.Greenandhiswifecometotherestaurant.Mr.Greenordersabeefsteakwhichhe’dliketobewelldoneandabeer.Mrs.Greenorderssomevegetables.

（1）HowtounderstandFrenchcuisine?

（2）WhatareconsideredtheessenceofFrenchcuisine?

（3）DescribetheFrenchdiningorder.

（1）WhatisthesimilaritybetweenJapanesecuisineandFrenchcuisine?

（2）ExplainwhyKobebeefcostsomuch?

（3）DescribethetypicalJapanesemethodofricepreparation.

点菜服务流程

菜名翻译

Unit11PaytheBill

要求学生掌握结账流程。

词汇——烹调方式

词汇——酒水

（1）MissLiufindsthatthefishsheorderedisnotfreshandthericeisnotserveduntilshefinisheshermeal.Shecomplainsaboutthese.Thewaitergivesher20%discoun