《酒店情境英语》M4U4 Miscellaneous service教案

教案

授课日期周次课次

授课班级课时课型①New 课题名称Module 4 Unit 4 Miscellaneous service 执教教师

一、教学目标１、知识与技能：

(1) master the basic knowledge of miscellaneous service

(2) master the new words in the dialogues

(3) master dialogues

２、过程与方法：

(1) Task-based learning approach

(2) Inquiry-based learning approach

(3) Collaborative learning approach

(4) Situational learning approach

３、情感、态度与价值观：

(1) Ss can learn about the basic knowledge of miscellaneous service

(2) Ss can learn basic miscellaneous service procedures

(3) Ss can learn some basic miscellaneous service skills

二、教学重点与难点教学重点：

(1)To present the knowledge of miscellaneous service

(2)To present the dialogues

教学难点：

Practice the dialogues and play the role in English in mocked situations

三、教学方法(1) Task-based learning approach

(2) Inquiry-based learning approach

(3) Collaborative learning approach

(4) Situational learning approach

四、教学辅助器具

Books, multi-media, chalk. Blackboard

五、教学过程

1 Lead-in:

1）Review

What are the procedures of the laundry service?

Ask the students to play the roles

2）Look and match:

iron ironing board hair dryer hanger

crib sewing kit blanket slippers

1. sewing kit

2. hanger

3. hair dryer

4. blanket

5. crib

6. iron

7. slippers

8. ironing board

3）Keep these important tips in mind when serving:

Greet the guest and offer your help.

Promise to lend it to the guest if you can.

Explain the charge for the items if necessary.

Ask the guest to go through the formalities.

Promise to send it to the guest’s room right away.

2. Pre-task:

1. Good morning. How may I help you?

早上好。能为您服务吗？

2. What would you like to borrow?

您要借什么？

3. One extra blanket and one ironing board. Is that Mrs. White in Room 1002?

一条毛毯和一块熨衣板。1002房的怀特夫人对吗？

4. I’ll bring them to you right away.

我马上给您送来。

5. I’m sorry to hear that. I’ll send an electrician from the Maintenance Department to your room to check it right away.

听到这个感到非常遗憾。我马上从维保部派名电工到您的房间来看看。

6. Everything is ok now. Please have a check.

没问题了。请您查看一下

7. We provide very good baby-sitting service.

我们提供优质的托婴服务。

8. We charge RMB 40 for the service by the hour, for a minimum of three hours.

此项服务每小时我们收40元人民币，三小时起算。

9. All the babysitters are patient, well-educated and reliable.

我们所有的保姆都非常耐心，受过良好教育的及可靠的。

10. We don’t take care of children under 18 months old.

我们不照看18个月以下的孩子。

11. If you ask the Housekeeping, they will give you more information and send a confirmation form for you to sign.

如果您向客房部咨询，他们会更详细地告诉您并会送张确认单让您签字的。

12. Just let us know what you need, and if we can, we’ll oblige.

如果您有何需求请告知我们，如果能的话我们会尽力的。

Let’s study dialogues:

Dialogue 1:

Listen and answer questions:

What problem does the guest have?

Which department will the housekeeping clerk inform?

What other problem does the guest have?

What will the repairman do?

Dialogue 2:

Listen and answer questions:

What does the guest need?

What else does Mrs. White need?

What’s wrong with the mattress?

Dialogue 3:

Listen and answer questions:

What items is Mrs. White going to borrow?

Will she pay for that? If she will, how much is it?

Can the guest get the extra bed right now? Why not?

Dialogue 4:

Listen and answer questions:

What is the guest calling for?

What do you think of the baby-sitters there?

Is it a free service?

What’s the price for this service?

Answers to the exercises:

1. Listening.

A. Listen and choose the correct words in the table ,then write down the words you hear and their Chinese meanings.

shaver 剃须刀

slippers 拖鞋

ironing board熨衣板

chair 椅子

pillow 枕头

quilt 被子

blanket 毛毯

hanger 衣架

towel 毛巾

hairdryer 吹风

blanket shaver hairdryer towel ironing board

hanger chair slippers pillow quilt

B. Listen to the dialogue and fill in the blanks.

A: Room Attendant B: Guest

A: Good morning, Mr. White. How may I help you?

B: Some friends of ours will be visiting us this evening. Can you buy some fruit for me?

A: Sure. What kind of fruit would you like, apples, oranges, bananas or grapes?

B: Buy me some apples and bananas.

A: How many kilos of each?

B: One kilo of each will be enough.

A: Yes, sir. Would you like some refreshments and beer?

B: Well, I’ve already bought some cold dishes and some pastries. But I’ll need four cans of Qingdao beer.

A: Yes, Mr. White. So you need fruit and four cans of Qingdao beer. Am I correct?

B: That’s right. Here is 100 yuan. Is it enough?

A: Definitely. I’ll get it for you as soon as possible.

B: Thank you.

A: My pleasure.

2. Make out the correct doers for the following jobs.

electrician repairing worn-out electric wire for a lamp in a guest room

carpenter repairing wooden chairs and tables

PA attendant watering the hotel lawn

plumber repairing a dripping toilet

floor attendant opening the door for the guest with a duplicate key

PA attendant vacuuming the carpet in the lobby

valet cleaning the dirty linens

valet pressing the cleaned clothes

plumber operating the heating system

room attendant cleaning the bathroom in the guest room

electrician valet plumber room attendant

floor attendant PA attendant carpenter

3. What would you respond to the guests’ problems listed below? Write down your answers and discuss with your partner.

i) Guest: I wish the mattress were not so thin.

Room Attendant: I’m sorry to hear that. I’ll get you another one.

m) Guest: We need one more toothpaste and one toothbrush.

Room Attendant: I send them to your room right away.

Guest: There is no light bulb in the bedside lamp.

Room Attendant: I’m sorry. I’ll ask the electrician to send it to you right away.

n) Guest: The toilet seat is loose.

Room Attendant: I’ll send for a repairman to your room right away.

o) Guest: I need an extra bed.

Room Attendant: No problem, but you have to go to the Front Office to go through some formalities. p) Guest: The TV set is wobbly.

Room Attendant: I’m sorry, I’ll send for an electrician to your room right away.

q) Guest: We need a babysitter.

Room Attendant: Yes, we have some well-educated and reliable babysitters under the room center.

4. Read the following sentences aloud and translate them orally.

I’ll have it brought up right away. 我马上叫人送上来。

Would you like me to buy some fruit for you? 您需要我帮您买些水果吗？

I’ll have them bought for you as soon as possible. 我尽快帮您买来。

What kind of fruit would you like to have? 您想要什么水果？

I’m sorry to hear that. I’ll inform the maintenance right away. 听到这个非常遗憾，我马上通知维保部。I’m sorry to hear that. I’ll get you another mattress. 听到这个非常遗憾。我给您拿一个床垫来。

We will send a plumber right away. 我们马上派个管道工来。

We’re glad to do it if w e can. 如果我们能的话我们很乐意为您做。

Would you please fill in this form and sign here? 麻烦您填一下这个表格并在这儿签名好吗？

Have a pleasant evening. 祝您晚上过得愉快！

5. Choose the proper responses to the guest’s complaints.

Complaints:

Can you send someone up? The bulb of my desk lamp is broken.

Can you help me? I can’t find the telephone directory in my room.

The bed sheet hasn’t been ch anged.

Hello, I’m in Room 1002. It seems no one cleans my room.

I’m not satisfied with this room. The refrigerator is making too much noise.

I’ve just unpacked. I’ve found there is no clothes hangers in the wardrobe.

I’m afraid your chambermaid hasn’t done a thorough job. The bathtub hasn’t been cleaned.

I’m sorry to tell you that the ashtray needs emptying.

Responses:

Oh, I’m sorry. I’ll empty it for you.

I’m sorry to hear that. There should be one in every guest room. I’ll have it sent up to you as soon as possible. Really? I’m awfully sorry about that. I’ll make sure we will come and clean it right away.

Sorry. The electrician will be up to replace it immediately.

I’m sorry, sir. The chambermaid should have changed it. I’ll tell her to come up and change it for you.

I do apologize for that. I’ll ask the chambermaid to send some to your room.

I’m very sorry. I’ll ask the room attendant and do the cleaning f or you right away.

Sorry to hear that. I’ll send an electrician to your room to have a check right away.

1 D,

2 B,

3 E,

4 G,

5 H,

6 F,

7 C ,

8 A

6. Complete the following dialogue according to the Chinese in the brackets.

Housekeeper: Good evening, Housekeeping. How may I help you?

Guest: Good evening. This is Mrs White in Room 1002. I’d like a cot.(我需要张婴儿床) Housekeeper: I see. But you have to go to the Front Office(但是您得去前台) for permission.

Guest: Why do I have to go there(为什么我要去那里呢)? Aren’t you in charge of it?

Housekeeper: It’s the hotel’s regulation(这是饭店的规定). The receptionist should have you go through certain formalities. The hotel will charge you for the cot(这个婴儿床饭店是要收费的).

Guest: I see. How much is it?

Housekeeper: 200 yuan per night(每晚200元).

Guest: OK. I’ll go to the front office right away.

Housekeeper: Thank you for your cooperation and understanding (谢谢您的理解和合作), Mrs White. I hope you will have a pleasant evening(您度过一个愉快的晚上).

7. Complete the following dialogue.

Guest: Attendant, will you do me a favor?

Room attendant: Certainly, sir.We are glad to do if we can.

Guest: My wife and I want to go to a party this evening. So can you look after the baby for us? It’s till midnight.

Room attendant: I see, sir. But I’m sorry to say I can’t do that for you. It’s against the hotel’s regulations. Attendants cannot do their jobs and look after children properly at the same time.

Guest: What should I do then?

Room attendant: Don’t worry, sir. We have a very good baby-sitting service in our hotel. The sitters are well-educated and reliable.

Guest: Great. Can you get in touch with them for me and do you know the terms?

Room attendant: Of course, it’s 30 yuan an hour for a minimum of 3 hours.

Guest: I see, thank you.

8. Translate the following sentences into English.

1. 实在抱歉，我可以看一下吗？

I’m really sorry. May I have a look?

2. 没有前厅的许可我们是不可以给您加床的

We can’t give you an extra bed without the permission of the Front Office.

3. 我马上给您拿几个来，五个够了吗？

I’ll bring some to you right away. Five is enough?

4. 我们提供托婴服务。

We provide baby-sitting service.

5. 我们马上给维修部打电话。

We will call the Maintenance Department right away.

6. 我们希望能早点知道就好了。

We wish we had known it earlier.

9. Role-play.

1. You are a housekeeping clerk. You are receiving a phone call from a guest. He wants to borrow some chairs

and he needs more hangers.

1) Greet the guest politely and offer help;

2) Ask what the guest wants to borrow and how many;

3) Promise to do it right away;

4) Ask if there is something else you can do for the guest;

5) Say good-bye.

2. You are a housekeeping clerk. You are receiving a call from a guest for baby-sitting service. He has to take

part in a party. So he needs a baby-sitter from 6 to 12 p.m. And he also wants you to buy some fruit for his child. You explain the terms of baby-sitting service.

1) Greet the guest and offer help (telephone manners);

2) Introduce baby-sitting service;

3) Explain the terms of baby-sitting service;

4) Ask the guest what he needs to buy and how many;

5) Promise to have it bought right away;

6) Say good-bye.

10. Reading

1. Yes.

2. It is responsible for the mechanical equipment.

3. Heating and air-conditioning systems, elevators, escalators, electricity and plumbing.

4. Their real job is not so much to repair damage as to prevent it.

4 Post-task

1) Role-play:

2) Homework:

1. Recite the four dialogues

2. Practice the dialogues with partners

3. Finish all the exercises

4. Preview unit 5

六、教学后记