酒店服务英语教案
酒店服务英语教案
Unit one Room Reservation
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)
The students should be able to:
1. identify the ways of make reservations
Aims 2. Make reservations for guests through telephone.
1. words, phrases and sentences
2. structure study
Important and 3. useful expressions
difficult points 4. make a dialogue about room reservation
Section I Introduction Section II Conversation and
Practicing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two
2. Offering the situations
3. acting out and comments
4. Assignment
Procedure and
methods
Unit one Room Reservation
1. Introduction: how to make a reservation
Example:
A long distance call reservation
Scene: Henry Bellow and Margaret Bellow, an American coupe, are going to spend their holidays in China. Now Mr. Bellow is make a reservation at Huaitian Hotel through a long distance call. Preservationist-----Bellow
R: Shanghai Huatian Hotel. Reservation Desk. Can I help you? B: I am calling form New York. I’d like to reserve a room in your hotel.
R: what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.
B: A British suite, please.
R: Would you like breakfast?
B: No, thanks.
R: can you give me your name, please, sir?
B: Henry Bellow.
R: thank you, Mr Bellow. And your arrival and departure dates?
ththB: from May 26 to May 29
thR: very well, Mr. Bellow. A British suite without breakfast from May 26
thto May 29. Am I correct, Mr Bellow? B: yes, thank you. One more thing, could you tell me how to guarantee
my reservation?
R: I’ll just need your credit card number , and I’ll take ca re of the rest. B: card. No. 1724,4018,2273,1868. R: thank you, Mr Bellow. You’ll be expected to be here then.
B: That’s fine. Thank you, madam. Good-bye. R: Good Bye.
2. Function study
Connecting telephone calls.
1) 招呼语:
Good morning. This is Huatian Hotel.
Room number, please.
2) 请对方等候
Just a minute, please. I’ll put it through to …
Hold the line please. I’ll connect you to …
3) 听不清
I’m sorry, I can’t hear you, and could you speak a bit louder?
Could you repeat that, please?
4) 占线
I’m sorry. The extension is busy right now; will you try the call later?
5) 受话者不在
Sorry, Mr. Bellow is not in right now. Would you call back?
6) 打错了
I’m afraid you’ve got the wrong number.
3. 情景剧表演,role- play,
Situation:
Client: your name is Bill Brown. You’d like to book a single room ndrdwith shower for October 2 and 3.
Hotel employee: You answer the phone and accept the booking. Make a dialog according to this situation.
4. Useful expressions:
1) Find out what the client wants:
-what kind of room would you like to have?
-do you prefer bath of shower?
-would you like breakfast?
-how long do you plan to stay?
-could you let me know how long you will be staying?
2) Accepting a booking:
-I can book you a room for the first and the second.
-we can confirm a room for May 30.
-it’s fine for Monday night.
3) Refusing a booking:
-unfortunately, we’re fully booked for single rooms. But I can
book you b double.
-If there isn’t any room, we can put you on a waiting list or we can
find you a room in another hotel.
-sorry, we won’t be able to guarantee you a room for the first of May.
4) Finding out who the client is:
-Can you give me your name, please?
-May I know your name?
-can you give me your address, please?
-what is your address, please?
Unit Two At the Reception Desk
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)
The students should be able to:
1. register for the guests
Aims 2. receive the walk-in guest
1. words, phrases and sentences
2. structure study
Important and 3. useful expressions
difficult points 4. make a dialogue about the registration
Section I Introduction Section II Conversation and
Practicing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations
3. acting out and comments
4. Assignment
Procedure and
methods
Unit Two At the Reception Desk
1. Introduction: how to register the guest
Example:
The registration
Scene: A car pulls up in front of Huatian Hotel and a doorman goes forward to meet the guests opening the door of the car for them. Dm: Good evening, sir and madam. Welcome to our hotel.
Mr Bellow (B): Thanks. Good evening.
Dm: I’m the bellman, Mr Bellow. So you have got alto gether four pieces of baggage
B: Yes.
Dm: The Reception Desk is straight ahead. After you, please. Receptionist (R): Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I’m Henry Bellow.
R: Just a moment, please, Mr Bellow. I’ll check the arrival list. , Could I see your passports, please?
Thank you sir. And would you mind filling in the registration form? B: I will take care of it.
Here you are, is it all right?
R: yes, thanks. How are you going to pay, in cash or by credit card? B: could I pay with traveler’s checks?
R: certainly. Here’s the key to Room 908 and your room cards. Please
keep them.
And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.
B: thank you.
2. Function study
Greetings and Getting Acquainted , 初次见面。
How do you do?
Glad to meet you.
Please to meet you.
Nice to see you.
Good morning, sir!
Welcome to our hotel, madam! , 熟人见面
Good afternoon, Mr. Black.
Nice to see you again, Mrs. Black.
How are you, Miss Smith?
How is your family?
Haven’t seen you for a long time. How are you getting along these days?
It is a nice day, isn’t it?
How is your work going? How’s everything going with you?
How do you like the city?
, 结识:
This is our manager, Mr. Wang. This is Mrs. Chu.
Mary, I’d lie you to meet my parents.
Allow me to introduce myself. My name is Li Ping.
Excuse me. May I know your name, sir?
3. 情景剧表演,role play,
Client: you’d like a single room for this evening. You have no reservation.
Hotel Employee: it is 9:00 in the morning. You can let the client have a room. It’s 120 Yuan. Give the client his key. The room is Number 305. The Bellman will show the client up. 4. Useful expressions:
1) Getting information from the client about a reservation: -do you have a letter or telex confirming the reservation -have you made a reservation?
-I’m sorry, but I haven’t got any record of that.
-would you like me to get you a room in another hotel? -would you
like me to call another hotel.
2. Registering the client:
-would you like to register, please?
-will you please fill in this form?
-kindly sign your name on this card, please? -may I see your passport, please?
-do you have any identification?
3) Give the client his key, and room number: -here is your room key, please keep it. -your room number is 901.
Unit Three the Bellman
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)
The students should be able to:
1. introduce hotel services
Aims 2. book tickets for guests
1. words, phrases and sentences
2. structure study
Important and 3. useful expressions
difficult points 4. make a dialogue about introducing Hotel Service Section I Introduction Section II Conversation and
Practicing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations
3. acting out and comments
4. Assignment Procedure and
methods
Unit Three the Bellman
1. Introduction: how to introduce hotel services
Example:
Introducing Hotel Services
Scene: The Bellman (BM) does service for the Bellows. BM: Good afternoon, sir and madam. I’m the bellman.
B: Good afternoon.
BM: very glad to have you here, let me carry your baggage. This way, please.
B: could you tell us something about your hotel services? BM: Certainly, sir. Ours is a first-rate hotel and chosen as the favorite place to stay by VIPs, official guests and businessman form many countries. There are over 300 rooms of international standard, all spacious and airy. There are four Chinese restaurants, a deluxe Western-
style restaurant, large and small banquet halls, a bar, a 24-hour café and an indoor patio with drinks.
M: how about other services?
BM: also available are a beauty salon, a barber shop , a souvenir shop…
B: have you got an indoor swimming pool here?
BM: yes, it is on the first floor. And we’ve got a billiard room and a
bowling room as well. They are ready to serve the guests at their convenience.
thHere we are. Please take this elevator to the 9 floor. The floor attendant will meet you there and show you to Room 908. I’ll take the baggage elevator and get your baggage up to your room.
B: thank you. See you then.
2. Function Study
Offering help
1,、客套话:
Can I help you?
May I help you?
What can I do for you?
Can I do anything for you?
Is there anything I can do for you?
May I be of any service to you?
2). 征求对方意见:
Shall I carry the suitcase for you?
Shall I show you your room?
May I lead the way, sir?
Would you like to have a brochure of the hotel?
Would you like me to send a telex for you, sir?
3). 不必询问对方意愿。
Let me give you a hand
Let me tell you about it.
3. 情景剧表演,role play,
Situation:
Clint: You have registered and got the key.
You are interested in the hotel services and ask the bellman
about them.
Bellman: You carry the baggage for the client and show him up to
the room.
Please make a dialogue according to this situation.
4. Useful expressions:
1) Showing the clients to the rooms:
-after you, please.
-this way, please.
-let’s take the elevator up to the second floor.
-the room is at the end of the corridor. -here we are.
2) Carrying the baggage for the client: -leave it to me. Let me
carry it for you. -may I help you with your suitcases. -allow me, please.
-here is your baggage. Please check and see if it’s all right.
Unit Four At the Information Desk
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)
The students should be able to:
1. deliver mails and messages for guests
Aims 2. introduce some scenic spots
3. show the way
1. words, phrases and sentences
2. structure study
Important and https://www.360docs.net/doc/6614398129.html,eful expressions
difficult points 4. mail service
5. show the way
6. introduce some scenic spots
Section I Introduction Section II Conversation and
Practicing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations
3. acting out and comments
4. Assignment Procedure and
methods
Unit Four At the Information Desk
1. Introduction: how to do the mail service Example:
Mail Service
R :Good afternoon, sir.
B: Good afternoon. Could you, please, mail a letter for me?
R: Yes, sir. Have you stuck on the stamps yet? B: No. I need to buy some.
R: Is it to San Francisco?
B: yes, it is.
R: how would you like it to be mailed? B: just by ordinary airmail.
R: May I have your letter weighed?
B: yes, of course. Here you are.
R: it is overweight. Ten Yuan, please. B: thank you, here it is.
R: Here are your stamps. Please stick them on the front of the
envelope.
B: All right. One more thing, I’d like to send an E-mail to New York. Can you arrange it for me?
R: Oh, yes, sir. Would you please go to the Business center, where such service is provided?
B: Well, I’ll be going there. Thank you for the information.
R: you are welcome.
Introducing some scenic spots
Scene: the Bellows plan to go around town. The receptionist gives them some suggestions.
R: Good morning!
B: Good morning! Today we can afford a whole day for sightseeing. Could you tell us some places of historical interest in Shanghai? R: Have you ever been in Shanghai before?
B: No, this is our first trip here.
R: I am very pleased to suggest that you go to visit the Yu Yuan Garden and the Jade Buddha Temple, the main attractions in Shanghai. They are often visited by foreign guests.
B: And why are those places so popular?
R: Because they are of typical Chinese national style. The Yu Yuan Garden is not only the pearl of shanghai, but also called the “No. 1 Vista in East China.” You can see beautiful pavilions, terraces, rockeries and ponds. Perhaps you will particularly be impressed by the fine brick carvings there.
B: Good, I’ll take some pictures. Then, how about the temple?
R: The Jade Buddha Temple is one of the famous temples in China.
There are two white jade statues of Sakyamuni brought from Burma more than a hundred years ago.
M: oh, great! We’ll have a good chance to feast our eyes.
R: what’s more, the c onstruction of the Grand Hall is magnificent.
B: I think I’ll enjoy the architecture of the temple, too.
M: Both places sound worth visiting. Henry, let’s go.
2. Function Study.
Showing the directions:
The peace hotel is located on Nanjing Road, close to the Bund. It is not for from here.
It is just near the post office.
It’s beside the square.
You’ll have to take a bus. Turn to the right.
Go straight down the street.
Get on at the square and then cross the street 3. 情景剧表演,role play,
Situation:
Client: You are now on the fifth floor and want to go to the
barber’s. You ask a bellman how to get there.
Bellman: You tell the client the barber’s is on the first floor. First
show him where the elevator is, and then tell him where
the barber’s is.
4. Useful expressions:
It’s located on Nanjing Road.
It’s not far from here.
It is just near the post office.
It’s beside (in front of, across, on the other side of, north of) the
square.
You’ll have to take a bus (a trolley bus, a taxi).
Turn to the right.
Go straight on until you get to the crossing. Go straight down the street.
Get on (off) at the Square and then cross the street.
Unit Five the Cashier
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)
The students should be able to:
1. understand foreign currency exchange
Aims 2. know how to check out
3. solve the problem of mis-calculation
1.words, phrases and sentences
2.structure study
Important and https://www.360docs.net/doc/6614398129.html,eful expressions
difficult points 4. check
5. foreign currency exchange
Section I Introduction Section II Conversation and
Practicing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations
3. acting out and comments
4. Assignment Procedure and
methods
Unit five the Cashier
1. Introduction: how to check out and do foreign currency exchange
Example:
Foreign currency exchange
Scene: Mr Bellow is at the foreign exchange counter. He wants to change some US dollars for RMB.
B: I’d like to change some us dollars and I’d like to know today’s
exchange rate.
C: According to today’s exchange rate, every US dollar in cash is equivalent to 8.32 Yuan, RMB. How much would you like to change, sir?
B: well, I’ll change one hundred and here’s the money.
C: would you please fill in this memo and show me your passport? B: all right.
C: please write your name, passport number and room number on the slip,
B: here you are.
C: Thank you. You will have it right away.
B: ok. Will you please give me some one-Yuan notes? I need some small change.
C: all right. Mr Bellow, here it is. Please have a check and keep the exchange memo.
B: oh, yes, thanks. By the way, can you tell me what I should do with the RMB left with me?
C: you will have to go the Bank of China or the airport exchange office to change it back into dollars by showing the memo. B: I see. Thanks.
C: you are welcome.
Checking out
Scene: Mr Bellow checks out at the Cashier’s Desk.
C: Good morning, sir. May I help you?
B: Is this where I can pay my hotel bills?
C: yes. Please tell me your room number and when you would like to check out.
B: My room number is 902 and I’d like to check out now.
C: Just a moment, please.
Are you Mr Bellow?
B: yes/
C: did you have breakfast this morning?
B: yes, but I paid cash for it.
C: and have you used any hotel services since breakfast? B: yes, I used the mini-bar. I drank a can of coca-cola.
C: all right.
Here you are, sir. It totals 3,450 Yuan RMB, including 15%
service charges. Please check it.
B: I am sorry. What’s this for?
C: That’s for the DDD calls you made form your room.
B: Oh, I see. Thank you. Can I pay with traveler’s checks?
C: certainly, sir.
Here is your invoice, Mr Bellow. We hope you enjoyed your stay
with us here and that you’ll have a pleasant trip home.
B: thank you. And we’ll have a trip to Guilin before we go home.
2. Function Study.
Bidding farewell:
Do you have to leave tomorrow, Mr. Bellow? Can’t you stay a little longer?
W ell, it is too bad that you won’t be staying here next week.
Sorry for not being able to see you off at the airport. Please give my best regards to your family.
We hope you enjoyed your stay with us and will visit here again some day.
I hope to see you again.
Till we meet again.
Hope you’ll have a pleasant trip home.
Take care! Good –bye and good luck.
We’ll be looking forward to seeing you again.
3. 情景剧表演,role play,
Client: it’s 10:00 in the morning.
Your name is Edward Smith. You were in Room 303 and
you want to check out. When you see the bill, you refuse
to pay, for it is far too much.
Cashier: when the client refuses to pay, you have to get the
manager.
Make a dialog according to this situation.
4. Useful expressions:
1) Asking the client for his name and room number. -what’s your room number?
-were you in Room X?
-could you give me your room number, please? 2) Presenting the bill to the client:
-did you have breakfast this morning?
-did you make any phone calls from your room? -how many phone calls did you make?
-here is your bill. Would you like to check it? -would you like to check and see if the amount is correct? -that’s for the drinks you ordered from your room.
3) Checking checks and credit cards:
-what kind of checks have you got?
-have you got a bank card?
-I’m sorry, we don’t accept personal checks. It’s the policy of the hotel.
-you’ll have to show me your passport or some other form of identification.
Unit Six Setting Guests’ Complains
1. Section I Introduction (2 periods)
Content 2. Section II Conversation and Practicing (2 Periods)