旅游酒店英语教案
《旅游英语》教案
一、课程性质、地位和任务
本科层次的学生在完成基础阶段的学习任务，达到四级或六级水平后，都必须修读专业英语，一方面为保证大学生英语学习不断线，另一方面也是使学生所掌握的英语知识能够转化成为专业技能。
旅游英语这门课属于专业选修课，是根据大学英语应用提高阶段在专业英语方面的要求而开展教学活动的，其目的是为了适应中国进一步扩大对外交流和发展出、入境旅游，培养更多的有扎实的英语专业知识又精通旅游理论的专业人才。
二、课程基本要求
通过对这门课程的学习，学生们可以拓展专业知识，掌握一定的专业英语词汇，熟悉旅游英语的常用表达方法，并进一步巩固英语语言基础，提高在专业领域内综合运用英语语言的能力。
本课程要求学生在学习过程中主要锻炼英语的听、说、读能力，在工作中能够顺畅的与服务对象展开交流；要求学生在一定程度上掌握写作和翻译能力，在实践中发挥专业人才的作用。
三、教案内容
Unit 1 Reservation
教学目的和要求：要求学生掌握在酒店服务中如何使用英语帮助客人
进行预订。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Express ions
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
Ⅲ Situational Dialogue: Alice Liu is a secretary in Tokyo. She calls Hilton Hotel in Tianjin to reserve a suite for her boss from March 22 to 24. The reservation answers the phone call and accepts the booking.
Ⅳ Readi ng Comprehension
Text A:
(1) Explain the function of the front office.
(2) Use examples to describe the relationship between room reservation and other department.
Ⅴ Exercises and summary
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
Unit 2 Reception
教学目的和要求：要求学生能够使用英语完成登记入住服务。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
入住登记的操作流程
房态
支付方式
Ⅲ Situational Dialogue
(1) A guest comes up to the Reception Desk. He has booked a double room for four nights a week ago by Ctrip. Now he wants to check-in.
(2) A guest enters the hotel you served. He has no reservation. Unfortunately, all the rooms are occupied until 6:00 pm. Now it is 4 o’clock. Try to make this deal successfully.
Ⅳ Reading Comprehension
Text A:
(1) List differences between Stars and Diamonds.
(2) Describe the current situation of Star ratings in China.
(3) Is it necessary to introduce Diamond ratings into China?
Text B:
(1) Explain the function of room categories. (From supplier perspective and guest perspective.)
(2) What are the differences among POV, OV and OF. (Use Chinese to answer.) Which one will be the most expensive?
Ⅴ Exercises and summary
本单元重点:
登记入住流程
本单元难点：
团队客人的登记入住
教学方法：讲授
Unit 3 Answer the Calls
教学目的和要求：要求学生掌握酒店接听电话的方式和类别。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
饭店总机的功能
饭店总机的基本要求
Ⅲ Situational Dialogue
(1) One guest need a morning call for his 9:00 international flight. He know nothing about the traffic condition. Please give some suggestion to the guest and confirm the morning call. (2) One guest is confused by the charges of the calls. Please give some explanation. Include: house phone, local call, long distance call and international call. There is a minimum charge of first three minutes for Domestic Direct Dial but not for International Direct Dial.
Ⅳ Reading Comprehension
Text A: 翻译
Text B:
(1) Differentiate a mobile phone and a portable phone.
(2) Why cell phone can be used in different countries?
(3) Estimate the effect of digital camera in cell phone. Ⅴ Exercises and sum mary
本单元重点:
接听电话后的正确操作方式
本单元难点：
叫早电话
教学方法：讲授
Unit 4 Complaint
教学目的和要求：要求学生掌握应对客人投诉或抱怨的方法，以及处理措施。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
投诉处理程序
处理投诉的注意事项
Ⅲ Situational Dialogue
(1) Mrs. Brown complain that the hot water is not as hot as she expected. Try to deal with it.
(2) Mr. Green is very unhappy with the restaurant service in the hotel. The manager is handling the complaint.
Ⅳ Reading Comprehension
Text A:
(1) If you are an employee, what is your attitude toward the customer complaints?
(2) If you are the manager, what is your attitude toward the customer complaints?
(3) If you are the owner of the hotel, what is your attitude toward the customer complaints?
(4) How to manage customer complaints?
Text B:
(1) Classify all the complaints in Poor Service. Try to resolves these problems.
(2) Should we inform guests some problems about the room when they make a reservation.
Ⅴ Exercises and summary
本单元重点:
应对客人投诉的方法
本单元难点：
如何舒缓客人情绪
教学方法：讲授
Unit 5 Check-out
教学目的和要求：要求学生能够使用英语完成对客人离店退宿的服务。教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
结账退宿的操作流程
账单上常见的缩写
Ⅲ Situational Dialogue
(1) Mrs. Smith is in Room 2210 and she is checking out. Her bill is ￥1250. She wants to settle the bill with cash. You find that the cash is not RMB or USD but HKD. As the hotel regulation, HKD is not accepting. Try to help her to check out.
(2) Miss Chen has stayed in the hotel for 4 days and she is going to check out. She finds that if she reserved by Ctrip she could get 15% discount. Now she requires the discount. But you find that she made the reservation by telephone. Try to deal with this problem.
Ⅳ Reading Comprehension
Text A:
(1) What is account?
(2) What is folio?
(3) Differentiate account from folio.
Ⅴ Exercises and summar y
本单元重点:
离店退宿的流程
本单元难点：
前台财务管理
教学方法：讲授
Unit 6 Housekeeping
教学目的和要求：要求学生了解客房部的常见服务及应对措施。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
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
Ⅲ Situational Dialogue
(1) The bell man greets and shows the guest Room 3305. He first
opens the door for the guest and carries guest‘s luggage. He draws back the curtains, turns on the TV and shows the mini bar. When he is going to make a cup of tea for the guest, the guest gives him ￥10 and the bell man leaves the room.
(2) A guest asks a room attendant to make up the room right now because he will have some visitors. After cleaning, he asks the room attendant to fetch some fresh towels, a bottle of ice, some flowers and candles. Try to handle this situation.
Ⅳ Re ading Comprehension
Text A:
(1) List the factors which will influence staff scheduling.
(2) How to make Visual Rota?
(3) Talk something about the function of Visual Rota.
Text B:
(1) Differentiate overview among Chief Housekeeper, Asst. Chief Housekeeper and Floor Supervisor.
(2) Differentiate requirements, salary and benefits among stations.
Ⅴ Exercises and summary
本单元重点:
客房服务的处理流程
本单元难点：
客房服务与客人关系的处理
教学方法：讲授
Unit 7 Laundry Service
教学目的和要求：要求学生能够使用英文完成对客人衣物洗涤服务的处理。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
洗衣服务
短语
Ⅲ Situational Dialogue
(1) Mr. Smith wants to have express laundry service because he is going to have a meeting this afternoon. He’d like his suit to be dry clean. Try to handle this.
(2) The guest wants to know how to get the laundry service. Try to explain service time and charges.
(3) One guest finds her skirt is damaged by washing and asks for compensation. Try to solve this problem.
Ⅳ Reading Comprehension
Text A:
(1) Why laundry quality is important in hospitality industry according to the passage?
(2) What benefits can we get in operating an in-house laundry?Ⅴ Exercises and summary
本单元重点:
洗衣服务的流程
本单元难点：
如何处理贵重服饰的洗涤要求
教学方法：讲授
Unit 8 Room Service
教学目的和要求：要求学生了解全服务酒店可以向顾客提供的各种服务。
教学基本内容：
Ⅰ Listening Compr ehension
听力对话
重点句型听力
Ⅱ Useful Expressions
客房服务
词汇
Ⅲ Situational Dialogue
(1) Miss Liu wants to have breakfast in her room 1878. Her order is a cup of coffee with sugar, one fried egg, one sandwiches and a glass of chilled apple juice. About 10 minutes later, the waiter sends the breakfast.
(2) Mr. White wants to know if it is possible to have an extra bed for his 9 years old son. The room attendant asks him to fill out a form and contracts with the Front Desk. It is $20 for extra bed per night.
Ⅳ Readin g Comprehension
Text A:
(1) What benefits can hotel get from room service?
(2) What is the difference between room service and food delivery?
(3) What is the difference between limited feature hotel and luxury hotel in room service?
Text B: T or F
Ⅴ Exerc ises and summary
本单元重点:
当客人提出不同要求时的应对流程
本单元难点：
婴儿看顾、宠物问题
教学方法：讲授
Unit 9 F&B Service
教学目的和要求：要求学生掌握餐饮服务的基本流程。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
餐饮部主要岗位
西餐早餐
餐饮服务的基本流程
餐饮预订
Ⅲ Situational Dialogue
(1) Miss. Chen calls the Sun Restaurant to reserve a table for
a party of six for 6:30 the next evening. The hostess answers the phone call and accepts the booking.
(2) One guest calls the River Bank Restaurant to reserve a table for 8 o’clock tonight, and he requests to sit beside the window.
But there is no table tonight. The hostess suggests the guest to change a time or place.
Ⅳ Reading Comprehension
Text A:
(1) Describe the characteristics of China’s varied cuisines.
(2) Why do Chinese choose chopsticks as tableware according to the passage?
(3) List some differences about table manners between China and western countries.
Text B:
(1) When can you begin to eat?
(2) How to eat soup?
(3) When somebody asks you to pass the salt, can you use it before the one who requests it?
(4) How to remove inedible items from the mouth?
Ⅴ Exercises and summary
本单元重点:
餐位预定：个人和团体
本单元难点：
饮食习惯及小费问题
教学方法：讲授
Unit 10 Orders
教学目的和要求：要求学生掌握引导客人点菜的方法。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
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
Ⅲ Situational Dialogue
(1) Mr. Zhang and his friends come to the Amazon Restaurant and
you show them a table in private hall.
(2) Mr. Green and his wife come to the restaurant. Mr. Green orders a beef steak which he’d like to be well done and a b eer. Mrs. Green orders some vegetables.
Ⅳ Reading Comprehension
Text A:
(1) How to understand French cuisine?
(2) What are considered the essence of French cuisine?
(3) Describe the French dining order.
Text B:
(1) What is the similarity between Japanese cuisine and French cuisine?
(2) Explain why Kobe beef cost so much?
(3) Describe the typical Japanese method of rice preparation. Ⅴ Exercises and summary