前厅英语服务教案doc.docx

1、前厅英语服务教案doc重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 1 Reservation教学目的能用英语正确完成客人入住预定的服务教学重点客房预定工作的细节及英语用语教学难点对客人英语表述的理解与记录课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 1.根据客人的预定的程序，掌握基本的句型1) Receiving a reservation inquiry(接到预订)“This is Room Reservations. May I help you?”2) Checking room availability（确认可用客

2、房情况）“Could you hold the line, please? Ill look into our booking situation. Thank you for waiting.”3) Accepting/refusing the reservation（接受/拒绝预订）“Yes, we do have a twin room available for those days.”“Im afraid we have no double rooms, but we do have some twin rooms.”4) Documenting the reservation de

3、tails（记录预订信息）5) Confirming the reservation（确认）“Could you hold the line, please? Ill check our reservation record. Thank you for waiting, sir. Your room is confirmed for that day. We look forward to serving you.” 2.学会认识酒店英文预定表 3.课堂练习三种情况的对话演练1) 接受预定2) 拒绝预定3) 预定确认填空练习翻译D 课堂小结 1.预定程序 2.预定服务用语课外作业Review

4、 what we learned todayOral Practice ( Make a reservation)Preview next part -Concierge重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 2 Concierge and Reception教学目的能够认识英文的入住登记表能用英语正确完成对客人的迎接和入住接待工作教学重点认识英文入住登记表；客人的入住接待服务用语教学难点入住接待的英语服务和工作程序课型理论课教具无 教学过程及主要内容A 组织教学B 复习旧课C 讲授新课 1.课程导入 回忆，复习前厅各岗位的的职责 Doorman Be

5、llboy Bell Captain Hotel Representative 2.入住程序 3.礼宾部用语1) 见面问候 Welcome to the White Swan Hotel.2） 行李问题： 3） 引领办理入住手续4. Reception 前台接待 给有预定的客人办入住手续的关键句型 1）核对确认对方的订房信息 “Please wait one moment while I check our reservation list.” 2）填写入住登记表/ 查看相关证件（身份证、护照、签证）/付款方式 “Could you fill in the registration form/

6、card, please?” 散客预定的服务英语 团队预定入住 1）与领队核对确认离开时间、停留天数、人数、有无变更等 2）祝愿 5.认识英文行李卡 6.认识入住登记表 7.关键词复习 8.课堂练习填空完成对话D 课堂小结 前厅各部门的职责 入住登记服务用语课外作业 Review what we learned today Oral Practice ( Baggage Service; Register a guest/guests) Preview next part - Information Inquiry重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit

7、 3 Information Inquiry教学目的认识问讯处的工作职责能用准确的英语表达，完成客人的一般性问询服务教学重点问讯处日常服务英语教学难点对于突发情况的英语服务课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 1.问讯处的一般工作任务介绍 Consultation on Travel and Tourism; About the hotel and its other services; Deposit Valuable; Safe Deposit Box Service; Dealing with complaints; Giving Directi

8、on 2.旅游咨询的常用语 1）I suggest you visit我建议您游览。/ You should2) 旅游景点推荐3）旅途提醒tips 3.酒店服务介绍 小知识：饭店等级和饭店类型休闲康体服务介绍寄存物品服务用语 4.处理投诉 1）Dont be on the defensive, say sorry and take action. 不要为自己辩护，向客人道歉并采取行动。2）Show sympathy. 向客人的遭遇表示同情。3）Offer solutions. 提供解决方案。4）Always let the guest know he should have complaine

9、d at once. 让客人知道，遇事应立即投诉。5）Follow up. 对所接受的投诉给予跟进。 5.保险箱储存服务 1）当已有客人使用保险箱，这时又有其他客人需要使用： “Just a moment, please. You can use it after he goes out.”2）当保险箱不能正常使用时：“Im sorry. The computer controlling the safety deposit box is out of order at this moment.” 6.语音练习：绕口令 7.课堂练习 场景模拟对话演练D 课堂小结 1. Different in

10、formation inquiries 2. How to help guests with their special information needs 3. How to deal with guests complaints课外作业1. Different information inquiries2. How to help guests with their special information needs3. How to deal with guests complaints重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 4 Business

11、 Center教学目的能够用英语介绍不同的商务服务能够准确地用英语完成对不同客人商务要求教学重点记住商务服务的关键词汇；常见商务要求的英语表达教学难点对不同客人商务要求的英语表达课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 根据服务内容，划分以下场景任务1.复印和网络服务“How many copies would you like?” 2.票务服务用语 1）询问订票日期：“For which date do you want your tickets?/For which date?”2）订票类型：一等舱、二等舱、经济舱硬卧/软卧 3）查看票务情况/订满或有

12、空位“Im sorry, madam. All the tickets for tomorrow have been booked up. Could you change the date?” 3.邮电服务用语 What kind of telegram you want to send? Ordinary, urgent or letter?（平电， 急电，书信电报） How do you want them to be delivered? Airmail or EMS (Express mail service)（航空信/特快专递） 4.会议服务相关词汇Blackboard chalk

13、 pointer指示器 Microphone Overhead projector高射投影仪 slide projector幻灯机Film projector电影放映机 remote control system遥控系统Tape recorder磁带录音机 videotape recorder磁带录像机 PA-system私人助理 amplifier earphone sets photocopying影印 carbon paper复写纸paper clips纸夹 notice board布告牌 5.课堂练习同桌对话演练：订票、寄信三人对话演练：会议预定 对话理解，判断填空D 课堂小结 1.

14、Different convention facilities2. Different business services 3. How to meet guests needs by supplying them with those business services 课外作业1) Review what we learned today2) Oral Practice ( Dealing with the different business services for your guests)3) Preview next part - Money Exchange service重庆工

15、程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 5 Money Exchange教学目的能用英语准确完成客人的外币兑换服务教学重点认识各种货币；兑换货币的关键句型教学难点灵活运用英语应对客人兑换货币的要求课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 1.认识对世界主要货币 Italian Lira Singapore Dollar British Pound Japanese Yen American Dollar Thai Baht Euro Philippine Peso Australian Dollar Korean Won

16、 Canadian Dollar 2.支票兑换的表达3.兑换率的表达Todays exchange rate is 1.73 Singapore dollars for one US dollar. 变换4.外币兑换的表达 当客人要求兑换外币时，一般的工作程序是：告诉客人今天的兑换率， 之后要求客人填表。收取外币和表格后，要求客人出示护照核查，并要求客人在兑换水单上签字。最后把水单和钱交给客人，并提醒客人保存好水单。5.课堂练习 货币翻译、句型翻译、模拟对话D 课堂小结 汇率的表达，兑换货币的必要句型课外作业 Review what we learned today Oral Practice

17、 ( the money exchange service) Preview next part -Switchboard services重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 6 Switchboard教学目的能用英语正确完成总机服务的一般性的对客服务工作教学重点一般性总机服务用语教学难点听懂客人通过电话表达的服务要求课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 1.一般性总机服务的工作内容介绍 Leaving a message;Taxi service;Switching to someone or to an

18、other room;Morning call 2.留言服务的程序及英语表达 1) Remember to take down every detail-names, time and place.记下每项细节姓名、时间、地点等2) Ask the caller to leave his/her telephone number.请致电者留下电话号码3) Always repeat the message.重复留言内容4) Check each detail as the caller gives it.核对致电者所提供的资料。 3.出租车服务 1) Where to and what tim

19、e will you want it.2) It all depends on the traffic.3) I think the taxi can get you to airport in time.4) What kind of car do you have in mind.您想租哪种车？ 4.叫醒服务必要用语 May I know the time of morning call?What time do you want us to call you up, sir?How about your childrens room? 5.语音练习：绕口令 6.课堂练习 根据题目，进行同

20、桌对话演练D 课堂小结1. The duties of the Switchboard.2. How to finish those Different Switchboard related services课外作业 Review what we learned today Oral Practice ( Switchboard Service) Preview next part - Checking out重庆工程职业技术学院教案授课顺序号授课日期月 日月 日月 日授课班级课题Unit 7 Check-Out教学目的能用英语正确及时地完成对客人结账离店的服务教学重点认识英文离店结账单；英

21、语结账服务的关键句型教学难点英语结账句型的灵活运用课型理论课教具无 教学过程及主要内容A 组织教学B 复习上节课内容C 讲授新课 1.办理离店手续步骤的英文表述方式 Greeting the guest and checking the name and room umberChecking the late charges Producing master and guest folios for guest inspection Setting account Updating Front Office records 2.现金结算环节，各步骤的关键用语1) 计算费用清单.2) 确认总费用

22、。3) 请客人核查账单。 3.信用卡支付的要点和英语服务用语Whats the mode of your payment?How would you like to pay your bill?How would you like to make the payment?Did you plan to settle your bill in cash or by credit card? 小知识：信用卡认识 4.用旅行支票支付的要点和英语服务用语 1) You can exchange your travelers check at the exchange counter.您可以在货币兑换台

23、把旅行支票兑换了（有些酒店不接受旅行支票。因而可以让客人先把旅行支票兑换成货币。）。2) We dont accept personal checks 酒店通常不接受个人支票.3) Travelers check: 旅行支票。兑换时须出示身份证明，如身份证、护照、驾驶者等，然后在支票上签名以供核实。 5.认识离店结账单Bill No.ParticularsSum1234Room680Total Amount RMBGrand Total (in words) signature: 6.课堂练习句型练习根据所给背景，进行对话演练知识要点问题回答对话填空D 课堂小结1. The Check-out Procedures2. Different Ways of Payment3. How to Checking out Guests课外作业 Review what we learned today Oral Practice ( Dealing with Leaving Procedure) Review All the Parts of the Front Office Master the Front Office English