酒店英语前台 预订教案
酒店前台英语培训课件
订房入住当天的保留时间
对宾客预定变更、取消变更的协议
Reservations, Aggreements and Cancellations
LOGO
Reservation 预定
• 2、客房基本种类
单人间 Single Room 标准间 Standard Room 双人间 Twin Room 大床房 King-size room Queen Room Double Room 三人间 Triple Room 无烟房 No Smoking Room
LOGO
情景对话
M：Mary 玛丽 G：Guest 旅客
M: Good morning. Dongming International Hotel. May I help you? (您好，东明国际大酒店，有什么 可以为您效劳？) G: Yes, I'd like to reserve a room from the evening of March 3rd to the morning of 6th.（我想预定 房间，从3月3号晚上到6号早上。） M: So that's 3nights. And which kind of room would you prefer? （那就是3天，请问您想订哪种房 间？） G: A twin,please.（请给我一个双床间。） M: Could you hold the line,please?……Thank you for waiting, Sir. We have a twin at 239RMB per night. Is that alright?（请别挂断好吗？……让您久等了先生。我们有空余的双床间，价格是每晚239 元，这个可以吗?） G: That's OK.（可以） M: May I have your name and phone number?（可以告诉我您的姓名和电话吗？） G: Sure.My name is King W. Smith, at 3427-6798.（没问题。我叫金.W.史密斯，电话是3427-6798） M: 3427-6798, thank you. I'd like to confirm your reservation: a twin for Mr.King W.Smith, from March 3rd evening to 6th morning,3 nights. Is that right?（3427-6798，谢谢。我想确认一下您的 预定：金.W.史密斯，一个双床间，从3月3号晚上到6号早上，一共3天，对吗？） G: Yes.（对） M: We look forward to serving you then. Goodbye, Mr. Smith.（那么我们恭候您的光临，再见，史 密斯先生。）
酒店英语课程设计 (2)
酒店英语课程设计一、课程介绍这个酒店英语课程旨在帮助从事酒店行业或留学生们学习如何运用英语进行酒店服务和管理，提升他们的英语沟通能力和专业水平。
本课程涵盖了酒店前台、客房服务、餐饮服务和会议服务等方面的场景，通过实践训练和情景模拟来帮助学生掌握关键英语技能。
二、课程目标1.帮助学生建立起酒店服务和管理所涉及到的英文词汇和表达方式。
2.增强学生在面对酒店服务和管理场景时的英语沟通能力。
3.训练学生在实际情况下如何处理客户投诉和解决问题的能力。
4.提高学生的英语听说读写能力，增加自信心和流利度。
三、教学内容1.酒店前台英语受理客人、预订、结帐、退房等常见场景，包括：•问候客人：欢迎光临，早上好/下午好/晚上好等。
•安排房间：什么样的房间、窗户面朝哪里、住几晚、预订时间等。
•支付方式：是否使用信用卡、是否需要收据等。
•解决客人问题：房间设施不良、网络连接问题等。
2.客房服务英语打扫房间、安排客人用品、解决客人问题等场景，包括：•打扫房间：更换床单、擦洗地面、整理房间等。
•客用品服务：毛巾、洗漱用品等。
•解决客人问题：替换故障产品、并清理问题区域等。
3.餐饮服务英语点菜、取餐、结账、服务等常见场景，包括：•介绍餐厅服务：餐厅位置、营业时间等。
•推荐菜品：什么菜品最受欢迎、特别之处等。
•点菜：用餐人数、所需菜品等。
•服务：过程、清理餐桌、是否需要继续为客人提供服务等。
4.会议服务英语会议接待、讲解、协调等场景，包括：•询问会议日程安排、嘉宾姓名等。
•为嘉宾提供咖啡、服務水等。
•帮助嘉宾注册会议等。
•确定会议结束时间，帮助收拾会场等。
四、教学方法1.情景模拟教学通过情景模拟，将学生置身于实际情境中，让他们用英语进行交流，提升他们在实际情况下的应变能力。
2.小组讨论安排学生分组进行酒店服务和管理情境的小组讨论，让他们学会听取别人的意见，讨论并解决问题。
3.个人演讲给每位学生指定特定的酒店服务情境，让他们进行个人英语口语演讲，提高他们的英语口语表达和自信心。
饭店英语前厅部教案
饭店英语电子教案Sep 1stSection one: Front OfficePart one: Room ReservationI. Oral part: 1. Questions: a. How to book a room? b. How to ask about the roomrate/price?c. As a reservationist, how to accept /refuse a booking2. Explain and practice the useful expressions.Making a bookinga. a.I’d like to book a room from… to…, please.b. b.Do you have any room free/available from…to…?c. c.Could you let us have a double room for…please?d. d.I’m going to reserve a suite from…to…, please.e. e.I wonder if you could book me a single room with bath?Accepting a bookinga. a.We do have one room free for those days.b. b.Yes, we have a double roo m available from…to….c. c.We can confirm you a room from…to….d. d.We can book you a mini-suite for those days.Refusing a bookinga. Sorry, we are fully booked for those days.b. Sorry, we don’t have any vacancy for…c. Sor ry, we won’t be bale to guarantee you 3 connecting rooms from…to….d. Sorry, we’re booked solid. But we can recommend you another hotel if you like. Asking about the room rate/pricea. a.What’s the room rate per night?b. How much is a single room w ith bath?c. Is breakfast included?d. Can we get some discount for group reservations?e. Is there a deduction for children?Expecting guestsa. We look forward to your stay at our hotel.b. We look forward to your arrival.c. We look forward to receiving you.d. We are expecting your stay with us.3. Simple dialogues: Suppose you are a reservationist, offer you help to the guest when…a. There is no room available. B. You receive a group reservation. II. Listen to the dialoguePart two: RegistrationI. Oral part: 1. Questions: a. As a receptionist, how to ask about the customer’s reservation?b. As a receptionist, how to help the customer with his registration form?c. How to hand the key?2. Explain and practice the useful expressionsGetting information from guests about the reservationa. Have you made a reservation, sir?b. Under whose namewas it made?c. How did you make the reservation, by telex or telephone?d. Did you reconfirm the booking?e. Sorry, there isn’t any room available, would you like us to try another hotel for you, sir?Helping guests with registration forma. Would you fill out this registration form, please? Here is a pen.b. May I have your signature, please?c. May I have your signature, please?d. Well, please write out your nationality/permanent home address/youroccupation/your next destination and passport number etc.Handing the key, etc.a. Here is your key card & key, sir.b. b.Please don’t forget to leave your key & key card at the reception when youcheck out, sir.3. Simple dialogue: A customer with a reservation comes and wants to checkin. ask her to fill out the registration form first and thenpresent her the room card and the key.Sep 8thPart three: Bell ServiceI. Oral part:1. Questions: a. Who is a bell boy?b. How to offer help to your customers as a bellboy?2. Explain and practice the useful expressionsOffering helpa. a.Welcome to our hotel. May I show you to your room?b. b.Let me help you with your luggage.c. c.May I help you with your suitcases, sir?d. d.Leave the luggage with me. I’ll get it up to your room.e. e.Don’t worry. We’ll send you a bellboy in a minute.f. f.Leave the letter with me, I’ll get them delivered.Special courtesy English for bellboya. After you, sir.b. Follow me, please.c. This way,please, sir.d. Please watch your steps, sir.e. Let me help you with your luggage, please.3. Simple dialogue: Play the part of a bellboy, help the guests when there is a fax forJimmy Brown in Room 304.4. Listen to the dialogues.Part four: At the cashier’sI. Oral part:1. Questions: a. What does a cashier do?b. b.How to help the guest change money and check out?2. Explain and practice the useful expressionsOn currency exchangeFor cashiera. a.How much would you like to change?b. b.The exchange rate is subject to alteration without notice.c. What denominations would you like?d. Traveller’s cheques are not valid until they are countersigned.For customersa. I want to change this bank note, please.b. I’d like to exchange some small notes.c. c.I’d like to cash this traveller’s cheque, please.d. d.Can I have my currency exchange receipt, please.On checking outFor cashierExplaining the billa. a.This figure here is for the phone calls you made from your room.b. b.This amount here is for the broken lamp and the soft drinks from themini-bar.c. c.Breakfast is included/excluded/extrad. Item 2 refers to theroom service.When there are miscalculations.a. a.Excuse me for a moment, I’ll check the details.b. b.I’m sorry, this is indeed a mistake. We’ll deduct this amount from your billright away.For customersa. a.I’m leaving this afternoon. Can I have my bill settled, please?b. b.Is this where I can pay my hotel bills?c. I’m checking out today. May I have my bill now?d. We’re leaving this afternoon. Would you get our bill ready for us? Room 404e. C ould you please explain this to me. I don’t think the figure should go that high.3. Simple dialogue: Mr. Thomson is checking out. As a cashier, please explainthe bill to him and ask him to show you his means ofidentifications and say good-bye to him.Sep 15thSection two: HousekeepingPart one: Chamber serviceI. Oral part:Explain and practice the useful expressions.Doing the rooma. a.When would you like me to do/make up your room?b. b.What time would it be convenient, sir?c. Would you like me to clean up /tidy up your room right now?Asking for permissiona. a.May I do the turn-down service for you now?b. b.We’d like to clean t he room. May we do it now?c. c.Would you like me to come back later?d. d.Would it be convenient if I returned at 9:45?Saying politely when disturbing the guesta. a.I’m sorry to disturb you.b. I hope I haven’t disturbed yo u.b. b.Sorry to have taken up your time.II. Listen to the dialogues.Part two: Laundry serviceI. Oral part: 1. Explain and practice the useful expressionsGiving information about laundrya. a.For laundry service, dial 6 and you will get housekeeping.b. b.The laundry forms and bags are in the top right handed drawer of thewriting table.c. c.The rate chart is contained in the stationery folder in your dresser’sdrawer, madam.Giving special requirements.a. a.I have some laundry to be done.b. I want to have a pantdry-cleaned.c. I’d like my sweater to be washed by hand in cold water.Telling about the extra chargea. a.We charge fifty extra for express.b. We deliver it within 4 hours at a50% extra charge.c. There is an extra charge of 50%for quick service.Comforting the guesta. a.Don’t worry. We have an express laundry service here.b. b.Don’t worry. We can arrange it for you.c. Don’t worry. Leave itto me.2. Simple dialogue:II. Listen to the dialogues.Se p 29thSection Three: Food and BeveragesPart one: Restaurant reservationsI. Oral part: 1. Explain and practice the useful expressionsAsking about the time of a reservationa. a.When would you like your table?b. b.When should we expect you?Refusing a reservationa. a.There aren’t any tables left for eight, but we can book one for you at nine.b. b.I’m terribly sorry. The restaurant is full.2. Role play: You want to reserve a table for three this evening at 6:00. II. Listen to the dialogues.Part two: Receiving the guestI. Oral part: 1. Explain and practice the useful expressionsAsking about a favorite tablea. a.Will this table be all right?b. b.Would you like to sit by the window?c. c.Would you prefer/rather sit near the window?d. d.Do you have a preferred table?2. Role play: You’ve got a reservation. The first table the waiter gives youis too near the door. You’d rather sit near the window.II. Listen to the dialogues.Part three: Taking ordersI. Oral part: 1. Explain and practice the useful expressionsRecommending dishesa. a.Why don’t you try…? It’s very good.b. b.I would suggest/recommend you have a taste of …c. c.Today, our specialty is …Asking about a dishWhat is … exactly?Asking for special instruction on fooda. a.How would you like your steak cooked?b. b.How do you like your steak done/prepared?2. Role play。
前厅英语服务教案
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 what we learned today
·Oral Practice ( Make a reservation)
·Preview next part ---Concierge
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
Bellboy
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
•Safe Deposit Box Service;
•Dealing with complaints;
•Giving Direction
2.旅游咨询的常用语
1）I suggest you visit…我建议您游览。。。/ You should…
2)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
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 3 Information Inquiry
英语预订酒店教案设计模板
教学目标：1. 让学生掌握预订酒店的常用英语表达。
2. 培养学生的实际应用能力，能够运用所学英语进行酒店预订。
3. 提高学生的口语交际能力，能够在实际场景中进行有效的沟通。
教学重点：1. 酒店预订的常用英语表达。
2. 酒店预订的流程。
教学难点：1. 如何准确、流利地进行酒店预订的口语表达。
2. 如何根据实际情况进行合理的酒店预订。
教学准备：1. 酒店预订的英语资料。
2. 酒店预订的场景模拟。
3. 酒店预订的练习题。
教学过程：一、导入1. 教师简要介绍本次课程的主题，即预订酒店。
2. 学生自由讨论：他们在生活中是否需要预订酒店，以及预订酒店的经历。
二、新课讲解1. 教师讲解酒店预订的常用英语表达，如：- Room reservation：预订房间- Single room：单人间- Double room：双人间- Check-in：入住- Check-out：退房- Deposit：定金- Guarantee：担保- Cancellation fee：取消费用2. 教师展示酒店预订的流程，如：- 确定入住时间和退房时间- 选择房间类型- 提供个人信息- 支付定金或担保- 取消预订三、情景模拟1. 教师组织学生进行酒店预订的情景模拟，如：- 学生扮演客人，教师扮演酒店工作人员- 学生用英语进行酒店预订的口语表达2. 教师巡视指导，纠正学生的发音和语法错误。
四、练习巩固1. 教师布置练习题，让学生运用所学英语进行酒店预订的口语表达。
2. 学生独立完成练习题，教师巡视指导。
五、课堂小结1. 教师总结本次课程所学内容，强调酒店预订的常用英语表达和流程。
2. 学生分享学习心得，提出自己在学习过程中遇到的问题。
六、课后作业1. 学生回家后，用英语写一篇关于预订酒店的短文。
2. 学生将所学英语表达运用到实际生活中，尝试预订酒店。
教学评价：1. 学生在情景模拟中的口语表达能力。
2. 学生完成练习题的情况。
3. 学生课后作业的质量。
酒店英语餐厅预定教案
酒店英语餐厅预定教案教案标题：酒店英语餐厅预定教案教案目标：1. 学生能够运用英语进行酒店餐厅预定的对话。
2. 学生能够掌握相关的餐厅预定词汇和表达方式。
3. 学生能够熟悉并运用礼貌用语和常见的餐厅用语。
教案步骤：引入：1. 教师向学生介绍酒店英语餐厅预定的重要性，并解释为什么学习这个话题是有用的。
2. 教师展示一张酒店餐厅预定的图片，并引导学生描述图片中的场景。
主体：步骤一：预习词汇1. 教师提供相关的餐厅预定词汇，如reservation（预定）、table（桌子）、time （时间）等，并与学生一起学习和复习这些词汇。
2. 教师提供词汇的发音练习，要求学生模仿并正确发音。
步骤二：对话模拟1. 教师向学生展示一个餐厅预定的对话范例，并解释对话中的常用表达方式。
2. 教师与学生一起进行对话模拟，角色扮演预定餐厅的场景，鼓励学生使用所学词汇和表达方式进行对话。
步骤三：语法和句型练习1. 教师提供一些常用的餐厅预定句型，如"I would like to make a reservation for[number of people] at [time]"（我想预定[人数]人的座位，时间是[时间]）等，并解释其用法。
2. 教师与学生一起进行句型练习，要求学生根据给定的情境进行合适的句子构造。
步骤四：角色扮演练习1. 教师将学生分成小组，每个小组扮演一个酒店工作人员和一个客人的角色。
2. 学生在小组内进行角色扮演练习，模拟真实的酒店餐厅预定对话，鼓励他们使用所学的词汇、表达方式和礼貌用语。
总结：1. 教师总结本节课的重点内容，并强调学生在日常生活中运用英语进行餐厅预定的重要性。
2. 教师鼓励学生在实际生活中尝试使用所学的英语表达方式，提高他们的口语能力。
扩展活动：1. 学生可以自行收集并分享不同国家或地区餐厅预定的文化差异。
2. 学生可以编写一篇关于酒店英语餐厅预定的对话剧本，并在班级内进行表演。
酒店英语学习情境一：前厅服务英语1-1 Room Reservations精品教育文档
Learning Objectives 学习目标
After finishing this task, you should be able to: ☆ Ask guests’ information about booking rooms ☆ Offer help to guests
• 1. Helping the guest book rooms 帮助客人预订房间 (1) Room Reservations. (How) may I help you? (2) I’ll check our room availability. (3) I’d like to confirm your reservation. (4) We look forward to serving you.
Activity
• 1. Look at the pictures below and write down the names of room types. 观察下面的图片并写出房间类型的英文名称。
在电脑上查找所需要的空房 • Get the detail information from the guest
从客人那里获取详细的信息 • Confirm the reservation 确认预订 • Express your wishes 表示祝愿客人 • Form the reservation record 形成预订记录
学习情境一：前厅服务英语
学习任务: 预订房间
• Name : Kelly • Job:
Reservationist • Responsibility:
To sell hotel rooms and help guests book rooms they want.
酒店英语前台 预订教案
4、May I have your name?
5、gle, double rooms.
New words
Book/Reserve预订（动词）Reservation预订（名词）
Arrival date/time抵达日期/时间
我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。
9．We do have a single room available for those dates．
我们确实有一个单间，在这段时间可以用。
10．What is the rate，please？
请问房费多少？
11．The current rate is＄50 per night．
一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。
4．I think I'll take the one with a front view then．
我想我还是要阳面的吧。
5．How long will you be staying？
您打算住多久？
6．We'll be leaving Sunday morning．
学习新单词（15分钟）
学习Dialogue
学习常用短句（18分钟）
作业
Ask students to think about the sentences which we use in reservation
1、Reservations. XX speaking, can I help you?
2、For which date?
现行房费是50美元一天。
12．What services come with that？
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12．What services come with that？
这个价格包括哪些服务项目呢？
13．That sounds not bad at all．I'll take it．
听起来还不错。这个房间我要了。
14．By the way，I'd like a quiet room away from the street if the is possible．
顺便说一下，如有可能我想要一个不临街的安静房间。
课本P76练习
教师提出问题；学生积极思考并作答；
教师放录音，学生跟读新单词
教师放录音，学生跟读。
学生两人一组进行对话
强化记忆训练
6、小组练习对话
7、模仿练习
教学环境和条件（含设备材料）:
多媒体
学生学习成果的评价方式(或作业):
过程评价及结果评价相结合
课后记：
教学系审批:
年月日
专业组审批:
年月日
授课时间：
课题（实训）教学时间：月日至月日
课堂教学时间：第周，星期第节
教学环节
时间分配
教学内容及过程设计
师生活动
第一次课：
引入课题（5分钟）
我想订一个带洗澡间的单人房间，10月4日下午到10月10日上午用。
9．We do have a single room available for those dates．
我们确实ห้องสมุดไป่ตู้一个单间，在这段时间可以用。
10．What is the rate，please？
请问房费多少？
11．The current rate is＄50 per night．
我们将在星期天上午离开。
7．And we look forward to seeing you next Tuesday．
我们盼望下周二见到您。
8．I'd like to book a single room with bath from the after-noon of October 4 to the morning of October 10．
Presidential Suite总统套房
Executive Floor/Room行政楼层/房
No smoking floor无烟楼层
Dialogues
学生分组朗读，分组合作学习
教师巡视指导，讲解重点句型
学生两人一组对对话的内容进行模仿对话
Frequently used sentences
1．I'd like to book a double room for Tuesday next week．
（传统课程）
授课班级: 10旅游与酒店管理1班
授课地点:504
课程名称:英语
教学项目(或章节)名称:
前台Unit 1 Reservation
任课教师:
教学总课时:2
学习目标（职业能力目标）:
学习有关预定的单词和句子
学生懂得如何有礼貌的接听客人的预定电话
学习重点:
听懂对话的大意并学习有关预定的单词和句子
下周二我想订一个双人房间。
2．What's the price difference？
两种房间的价格有什么不同？
3．A double room with a front view is 140 dollars per night，one with a rear view is 115 dollars per night．
模仿练习对话
学习难点:
听懂对话的大意
如何调动学生的积极性，熟记单词和句子，大胆进行对话
预备知识:
应该如何有礼貌地接听客人的预定电话
教学工作流程及时间分配:
引入课题（5分钟）→学习新单词（10分钟）→听录音学习对话1（15分钟）→对话练习（10分钟）→听录音学习对话2（10分钟）→对话练习（10分钟）→学习常用句子（18分钟）→布置作业（2分钟）
学习新单词（15分钟）
学习Dialogue
学习常用短句（18分钟）
作业
Ask students to think about the sentences which we use in reservation
1、Reservations. XX speaking, can I help you?
2、For which date?
Departure date/time离店日期/时间
Telephone Number电话号码
Guest`s name客人姓名
include/with breakfast含早餐no include/without breakfast不含早
还有另一种表达法：Full board含早餐、午餐及晚餐；Half board含早餐加午餐，或早餐加晚餐
教学内容和师生活动简要描述
教师活动内容:
1、引入课题
2、学习新单词
3、学习Dialogue 1
4、对话练习
5、学习Dialogue 2
6、对话练习
7、学习常用短语
8、布置作业
学生活动内容:
1、思考问题
2、根据新单词造句子，学习新单词
3、跟读对话1，学习对话内容
4、小组练习对话
5、跟读对话2，学习对话内容
Vacancy/Availables空房
Standard标准Deluxe/Superior高级,豪华
Double Room大床房（夫妻床）
Twin (bed) Room双人间(标准间)
Single Room单人间
Suite套房(各酒店的套房设置命名各具特色，在此不多介绍）
Connecting Room有连通门的房
3、How many nights, please?
4、May I have your name?
5、How do you spell that?
6、We have single, double rooms.
New words
Book/Reserve预订（动词）Reservation预订（名词）
Arrival date/time抵达日期/时间
Room charge/price房价
** percent Discount百分之**的折扣(跟中文不一样，20% discount指打八折)
Pay Separate/together分开/一起付款
Spell逐一拼读一下（姓名的每个字母）
Payment付款方式
CL挂帐
Cheque支票
Voucher单据,凭单
一间双人房朝阳面的每晚140美元，背阴面的每晚115美元。
4．I think I'll take the one with a front view then．
我想我还是要阳面的吧。
5．How long will you be staying？
您打算住多久？
6．We'll be leaving Sunday morning．