完整版饭店英语教案.docx
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完整版饭店英语教案
旅游专业英语——饭店英语
Foreword:
Goodmorningeverybody!
I’msogladtoseeyouagaininthenewyear.WewilllearnNewEnglishforHoteltogetherinthisterm.Justlikebefore,Ihopeeverycanstudyhardandaskmorequestionstome,let’smakeprogresswitheachotherandyoucanmeettheneedsofyourjobinthefuturewithafluentEnglish.
soyoushouldpracticethesesentenceshardlyandcancommunicatewithdifferentpeopleindifferentsituation.
Themostimportantgoalisopenyourmouthtospeakandcommunicatewithothers.
SoIhopeallofyoucanmasterthisimportantabilityandpracticeitbyheart.
前言：
各位同学早上好，非常高兴在新年里再次和大家见面。
这学期我们将一起学习宾馆英语。
和以前一样，希望大家认真练习，多问问题，让我们一起进步也希望你们将来能以一口流利的英语适应工作的需要。
宾馆英语和导游英语有一些不同，宾馆英语里没有太多的生词，很多句子都是重复的，所以同学们可以把这些句子记熟了这样就可以在不同的场合和不同的人来交流。
宾馆英语包括两大部分的内容，一部分是业务方面的情景对话，另一部分是关于这个行业的理论性文章。
当然情景对话部分的内容是比较重要的，我们最重要的目的就是让你们拥有流利的英语口语。
希望大家用心学习，熟练掌握这项重要的技能。
Contentbeforeclass:
reviewofhotelindustry
1.WhatIsaHotel.
A.Listentothetape,decidewhateachshortconversationisaboutandmark（∨）whereappropriate.
Commercial
Hotel
Resort
Convention
Hotel
Motel
Airport
Hotel
Inquiry1
∨
Inquiry2
∨
Inquiry3
∨
Inquiry4
∨
Inquiry5
∨
B.Listentothetapeandfillintheblankswiththewordsorphrasesyouhear.
Ahotelisahomeawayfromhomeforallthetravelingguestswhoneedrest,food,anddrink.Ahotelwillenjoygreaterfinancialsuccessonlywiththegreatersatisfactiontheguestreceivefromtheirhomeawayfromhome.
C.ListentothetapeandmatchthejobsinColumnAwiththedepartmentsinColumnB.
AB
1.chambermaidA.FrontOfficeDepartment
2.receptionistB.FinanceDepartment
3.RoomServicewaitressC.HousekeepingDepartment
4.chiefcashierD.FoodandBeverageDepartment
D.Listentothetapeagainandcompletethefollowingconversationwiththeinformationyouhear.
Man（M）:
Whatdoyoudointhehotel?
Woman（W）:
IamachambermaidintheHousekeepingDepartment.
M:
Whatareyourduties?
W:
Well,mydutiesincludemakingsurethattheroomsarecleanandinorder.ButnextweekIwillbeworkingintheFoodandBeverageDepartment.
M:
Whatareyougoingtodothere?
W:
IwillbeaRoomServicewaitress.Iwillnotedownordersfromguestsand
takefoodtraysuptotheirrooms.Andwhat’syourjob?
M:
IusedtobeareceptionistintheFrontOffice,andnowIamworkingintheFinanceDepartmentasachiefcashier.
W:
Andwhatareyourresponsibilities?
M:
Iamresponsibleforpayingoutandreceivingmoney.
W:
Oh,that’sachallengingjob.
E.Nowtrytodiscussasmanytypesofhotelsaspossibleinyourcityanddiscusstheirdifferencesinfunction.
2．HowtoEntertheHotelWorld
Dialog1.WeHaveaDream
（TwocollegestudentsofTourismManagementDept.aregoingtohavetheirinternshipinahotel.Nowtheyaretalkingabouttheircareerandambition）
A:
It’sluckythatwearegoingtoworkatWitzHoteltogetherfromtomorrowon.Wearetocreateahomeawayfromhomeforallthetravelingguestswithourownhands.
B:
Youbet.That’stheaimofthehotelbusinessandthemissionofthehotelstaff.
A:
Besides,ahoteliscalledamini-UnitedNations.Wecanmeetandservepeoplefromallwalksoflife.
B:
Andfromallovertheworld.Thatmakesusfeelproud,doesn’tit?
A:
Rightyouare.ButIamworryinghowtosatisfyeveryguest.
B:
Noworry,boy.Justrememberwhatourteacherssaid---beneatandsmartinappearance,courteoustoeveryone,andcooperativewithco-workers.
A:
Themostimportantqualityisareallikingforpeopleandawarmdesiretohelpthem.
B:
Totellyouthetruth,IhopesomedayIwillbecomeamanager,eventhegeneralmanager.
A:
SodoI.Butcanyoutellmewhatmanagementis?
B:
Managementmeanstogetthingsdomebytherightpeople.Hotelmanagementishotelservicemanagement.Goldenmanagementhatchesgoldenservice.
A:
OK.Ontheotherhand,thesuccessofmanagementdependsontheserviceofallemployees.Serviceistheessenceofourcareer.
B:
Romewasnotbuiltinaday.Solet’sworkstillharder.
A:
Andrealizeourdream.
Dialog2.Ajob-huntingInterview
（TheHumanResourceManager,withtheinterviewee’sresumeinhishand,isnowgivingheraninterview.）
Manager（M）:
Misspen,sitdown,please.
Interviewee（I）:
Thankyou.
M:
Now,pleasetellmewhyyouwanttoworkinahotel.
I:
Ienjoyworkingwithpeople.Inahotel,Icanservicedifferentpeopleandfulfilltheirrequirements.Inreturn,myguestsarefriendlytomeandthismakesmehappy.
M:
Butwhydoyouchoosetoworkinourhotel?
I:
Well,yoursisafamousfive-starjoint-venturehotel.It’smanagerialsystemfitsmewell.That’sthereasonIchoosetocomehere.
M:
Yourresumeshowsthatyouworkedasajuniorsupervisorsometime.What’syourunderstandingofasupervisor?
I:
Inoneword,asupervisoristhelinkingpinbetweenthepeoplewhodothejobandthepeoplewhosetthehotel’sgoals.
M:
Then,whatisagoodsupervisorinyouropinion?
I:
Tomyknowledgeandexperience,agoodsupervisorshouldbefirmandplayfair,relyontheteamworkandfulfilltheguests’reasonablerequirementswithrespectandefficiency.
M:
Mm.NowIhaveaskedyoumanyquestions.Doyouhaveanythingtoaskme?
I:
Well,mayIknowsomethingaboutthesalarypackage?
M:
Thestartingsalaryforthefirstthreemonthsis3,000yuanRMB,plusbonusandmeals.There’llbeperiodicalincreasebasedonyourjobperformanceandhotelpolicies.
I:
That’squitereasonable.
M:
Onemorething,whenwillyoubeavailable?
I:
Anytimenextweekwilldo.
M:
OK.We’llletyouknowourdecisionwithinfivedays.Thankyouforcoming.
I:
Thankyouforyourtime,sir.
A:
Listentothetapeandtell:
1.theaimofahotel
2.thereasonwhyahoteliscalledamini-UnitedNations
3.themostimportantqualitythehotelstaffmusthave
4.thedefinitionofmanagement
5.therelationbetweenserviceandmanagement
B:
Answertheinterviewer’squestioninamoreappropriateway.
1.Interviewer:
Couldyoutellmesomethingaboutyoureducationbackground?
Interviewee:
Here’sacopyofmyresume.Justrefertoit,please.
2.Interviewer:
Whydoyouwanttoworkinahotel?
Interviewee:
BecauseIamoutofjob.Icomeheretotrymyluck.
3.Interviewer:
Whydoyouchoosetoworkinourhotel?
Interviewee:
JustbecauseIsawyourad.inthenewspaper.
4.Interviewer:
Thankyouforcoming.
Interviewee:
Youarewelcome.
3.SummaryofOurWork
ThehotelIndustry
1.Whatisahotel?
Atfirst,anestablishmentheldoutbytheproprietorasofferingfood,drinkand,ifsorequired,sleepingaccommodation.
Thehoteloftodayisahighlyorganizedcommercialentity,whichconsistsofmanydepartmentsandtherearefivemostessentialdivisionsnamely,theRoomDivision,theFood&BeverageDivision,theSales&MarketingDivision,theAccountingDivisionandtheMaintenanceEngineeringDivision.
2.Whatservicesandfacilitiesdoesahotelprovide?
Besidesaccommodations,foodandbeverages,suchotherservicesasprovidingmoderntelecommunicationfacilities,conventionhallsandrecreationcenters,swimmingpools,bodybuildingrooms,shoppingcenters,banks,mails,bookstores,fax,flowershopsandbeautyparlors.
3.Whydowesaythatservingguestsisindeedanart?
Serviceisunderstanding,anticipatingandfulfillingneedsofothers,anddoingitgraciouslyandwillingly.Whoevertheguestis,heorshemustbetreatedasaVIP.Inthissensewesayservicefirstandguestsforemost.
4.Consolidatin
A:
Role-play
Studythelistsgivenbelow:
1.Whatareyourlong-termandshort-termgoals?
2.Whatdoyoufeelareyourgreateststrengthandweakness?
3.WhyshouldIhireyou?
4.Describeyourmostrewardingjobexperience.
5.Whatdoyoudoinyoursparetime?
B:
Decidewhattypesofhotelyouwouldrecommendtothefollowingpersons:
Commercialhotelresidenthotelconventionhotelresort
Motelboatelbed-and-breakfastinnairporthotel
GuestA:
I’dliketodobusinessinyourcityandtrytosellthisnewwashingmachine.
GuestB:
I’mflyingfromyourcitytoNewYorkearlytomorrowmorning.
GuestC:
I’vebeenhitch-hikingfromBeijingtoyourcity.ArethereanycheapplaceswhereIcouldstayovernight?
GuestD:
I’marrangingtheAnnualConferenceofAmericanHoteliers.
GuestF:
MywifeandIwouldliketospendaweek’sholidayattheseaside.
5.Homework:
Prepareaninterview.（Ahotelwantstohireafrontofficeemployee）
UnitoneMakingReservation
1.Warming-upExercises（P3）
（1）ReadandTranslatetheforeword.
（2）Exercise1.
LookattheReservationFormbelow,whatinformationshouldyougetfromaguestwhenhandlingareservation?
（3）Exercise2~8
（Alloftheseneedaskingsomestudentstoanswer.）
2.Whattodoinhandlingroomreservations（MP3Rr8:
16”-14:
48’’）
A.Listentothetape,decidewhateachshortconversationisaboutandmark（∨）whereappropriate.（把表格画在黑板上，放录音，让学生回答）
Roomtype
No.ofNights
Date
RoomRate
Conversation1
Conversation2
Conversation3
Conversation4
Conversation5
B.Listentothetapeandfillinthereservationformwiththeinformationyouhear.
NameMr.□ArrivalDate
Mrs.□No.ofNights
Miss.□
Address
TelephoneNo.ofPersons
Single□Double□Twin□Suite□
Rate
Remarks
C.Listentothetapeagainandcompletethefollowingconversationwiththeinformationyouhear.
Receptionist（R）:
WitzHotel.?
Customer（C）:
Ireserveasingleroomfor.
R:
sir.Your,please?
C:
April19th.
R:
Well,….Ah,yes,wedohaveasingleavailable.
MayIhave?
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