酒店英语教案第3讲
酒店英语培训教材(共36页)
珍珠岛高尔夫会所酒店英语培训教材Dandong Pearl-Island HotelHotel English training material目录第一章酒店根底英语 (1)第二章酒店前台英语 (7)第三章酒店礼宾英语 (17)第四章酒店商务中心英语 (23)第五章酒店总机英语 (26)第六章酒店客房英语 (28)第七章酒店餐饮英语 (34)第八章酒店收银英语 (42)第一章酒店根底英语●礼貌用语 Courtesy EnglishGood morning/afternoon/evening, Sir/Madam. 早上好/下午好/晚上好。
Nice to meet you. 很快乐见到你。
Welcome to our hotel. 欢送光临我们酒店。
Have a good time. 祝您在酒店过的愉快。
●用语 Telephone sentencesWait a moment, please. 对不起，请稍等。
Sorry, he is no in at the moment. 对不起，他暂时不在。
I beg your pardon? 对不起〔我没听清楚〕。
Could you speak a little slower, please？请您稍微讲慢一点。
●答谢用语 Thanks and answerThank you. 谢谢。
It’s very kind of you. 谢谢，您真客气。
You are welcome. 不用谢。
It is my pleasure. 非常乐意为您效劳。
I am at your service. 随时为您效劳。
That is all right. 没关系。
●征询语 ConsultCan I help you? / How many I help you? 我能为您做些什么？What is your suggestion? 您有什么意见或建议吗？Excuse me; may I have your name? 对不起，请问您怎么称呼？●指路 Asking and giving directionsThis way, please. 这边请。
酒店英语Unit1-3电子教案
敏感问题
学生讨论，接待欢迎客人的时候，那些问题属于敏感问题，不应涉及？（10分钟讨论）并对讨论结果进行列举。
Age年纪
Financial status财务状况
Politics政治
Religion宗教
Marital status婚姻状况
Role-plays
Make short dialogues according to the following situations and do role-plays with your partners, using as many appropriate sentences as you can.
1.Mr. Robert Green comes to Cherry Hotel in the afternoon. A bellman greets him at the entrance, helps him with the luggage, and directs him to the front desk for registration。
After you, please.
Enjoy your stay with us.
This is our manager.
板书设计
布置作业
背诵句子：page 7
教学后记
教研组长签名
学生大声朗读下列句子：
How are you doing?
How’s everything with you?
Glad to meet you.
I hope you have a good time here.
教学过程
教学用时
Can I help you with your luggage?
酒店英语(教案)
Eye、smile、skin、body、hand、makeup、hair、teeth、shoes、uniform
启发
用多媒体教学
讨论
0.5课时
任务3：
General expressions for hotel services
6学时
上课地点
教学目标
能力（技能)目标
知识目标
1、Introduce hotel facilities
2、Do bell services
1、Knowthe task of Doorman and Bellman
2、knowsome basic words and Expressions
能力训练任务及案例
步骤
教学内容
教学方法
教学手段
学生活动
时间分配(分钟）
告知（教学内容、目的）
简述本单元教学内容：
1、Greeting a Guest on Arrival
2、Introducing the Facilities
3、Baggage Delivery
讲授
用多媒体教学
听课、讨论、练习
7课时
引入（项目）
1。 深圳中华民族村的开发建设
教学重点
接听电话后的正确操作方式
听课、练习
2课时
任务3：
When the Hotel is Fully Booked
1、阅读对话
2、学习新的词汇和语句
3、两人一组对话练习
引导、示范、指导
用多媒体教学
听课、练习
2课时
创新或拓展
归纳与小结
酒店英语
《酒店英语》课程教学整体设计课程学时：80学时课程学分： 3.5学分适用专业：酒店管理专业授课时间： 2011年 3月～2011年 7月一、课程整体设计依据本课程依据《酒店英语》课程标准，按照国家教育部对酒店管理类专业的课程开设要求，从从业人员的工作需要，尤其是从提高学生在酒店岗位的英语交际能力出发，结合高职类教育的性质，我校商贸旅游系开设了《酒店英语》这门课程，是酒店管理专业学生的必修课。
二、课程教学目标本课程的教学目标是：培养学生运用专业英语从事酒店服务与管理的实际能力，以岗位为导向，涉及前台、客房、餐饮、酒吧、会议中心、康乐、厨房、酒店人力资源管理、酒店营销等酒店主要的业务部门和对客业务流程的基本专业英语知识和英语表述。
每个部分均由学习目标、背景知识、情景对话、句型精选、小技巧、练习等模块组成，具有明显的阶梯性与层次感，使学生有一个接受的过程，做到“听得懂，说得出，并会灵活使用”。
三、学习资料（1）教材：《实用酒店英语》，陈江生主编，大连理工大学出版社，2006年2月第1版（2）参考资料：《酒店实用英语》，于立新、张琪等，电子工业出版社，2008年9月；《现代酒店服务英语》，胡扬政主编，清华大学出版社，2009年8月（3）拓展性学习材料：《酒店英语》，张智玲等，北京交通大学出版社，2008年7月；四、课程教学团队课程负责人：尚晓丽团队成员：侯琳、刘丽群、莫敏企业专家： Vincent koh五、教学准备（1）专业教师任职资格〃具有高等教育教师资格证书〃具备大学英语六级以上水平〃具备涉外酒店工作经历（2）教室多媒体教室：黑板、电脑、投影仪等（3）实训条件（酒店模拟实训室）负责人：侯琳六、教学单元及内容单元一前台服务 12学时讲授客房预订、接待、应接服务、问讯服务基本常识、重要短语、句型及情景对话、练习等。
教学方法采用讲授与启发式教学相结合。
任务一：前台服务背景知识任务二：前台服务对话任务三：短语、对话训练负责人：尚晓丽单元二客房服务 14学时讲授客房服务背景知识、对话、服务流程与注意事项。
酒店英语Unit3-1电子教案
教学过程
教学用时
Role play 选择2组学生进行情景表演。
板书 设计
布置 Page 27 练习，写在课本上
作业
教学 后记
学生学习和记忆新单词所需 教研
时间较长，部分学生掌握对 组长
话困难。
签名
课时计划
第 周 星期 第 节 年 月 日
课题
Unit 3 Receiving Guests(1)
教学用 2节 时
教学 目标
学生掌握本单元的情景对话用语重点。 学会基本的接待客人英语用语，能够理解和简单交流。
教材 难 接待客人用语和注意事项 分析 点
重 重点语句 点
教 g up Bartender –酒保 Registration form - 注册表 Housekeeper – 客房服务员 Luxury room - 豪华间
Video 1 At the Reception Desk New words Check in 入住 Passport 护照 Fill out 填写 Cash 现金 Credit card 信用卡 Registration card 登记卡
播放视频1，学生看过2遍视频后，判断下列句 子对错。 The guests have reserved a double room. The guests come to check out. The husband’s name is John Smith.
The husband shows his wife’s passport to the receptionist. The guests ‘room number is 565
Video 2 At the reception desk 学生观看视频，然后跟读。 R: Good evening, Sir, Madam. Welcome to our hotel. Can I help you. G: Yes, We’d like to check in, please. R: Certainly, Sir. Do you have a reservation? G: Yes. R: May I have your name, please? G: Jame simth R: Just a moment, Sir. Your reservation is for a double room. For two nights. May I see your passport. G: Here you go. This is my wife. Would you like to see her passport, also? R: No, thanks. But could you fill out the registration car, please. G: Sure. R: How would you like to pay? By cash or credit card? G: credit card R: Your room is 656. Here’s your key. Enjoy your stay with us. G: Thank you.
酒店英语unit 3
S: J: S: J: S:
Dialogues
Dialogue 3
Receiving a Walk-in Guest 接待临时入住的客人 J=Jane (Receptionist) S=Stephen Nobel (Guest) S: Have you any vacant rooms in the hotel? J: Sorry, we have no vacant rooms for you. But I can recommend you to the Tiandi Hotel where you may get a vacant room. S: That sounds very good, By the way, can I book the plane ticket or train ticket here? J: Please go to the CAAC office to book your plane ticket. If you want to book your train ticket or ship ticket, you’d better go to the Beijing International Travel Service. S: Could you tell me how many kinds of rooms does the Tiandi Hotel have? J: There are single rooms, double rooms, suites and deluxe suites in the hotel. Every room is equipped with a telephone. S: Oh, I see. Thanks. J: You are welcome.
(完整版)《酒店服务英语》课程单元教学设计第1章Project 3 Check-in)
《酒店服务英语》课程单元教学设计Project 3 Check—in一、基本信息（basic information）1. 本次课项目(the unit’s project）： checking in2.核心能力目标（core capability objectives):Make students be able to help guests check in with the reservation at the front desk using proper English.Make students be able to help walk in guests check in at the front desk using proper English。
3. 知识目标（knowledge objectives)：Make students master some words and phrases related to checking in procedures.Make students master some useful patterns of checking in procedures, as well as the expressions of up-sale skills of selling the hotel rooms。
4。
情感目标（affective objectives):Help student to be more confident and positive in study and work.5. 素质目标（Quality objectives）：Train students’ ability of communication and cooperation.Make students more qualified and professional in their field through learning and practice.6. 能力训练任务(Capability training task）:Check in for the guest with reservation。
《酒店英语》课程教学大纲(英语专业本科)
《酒店英语》课程教学大纲（Hotel English）一、课程名称及编号：酒店英语AZYXX071二、课程性质、地位和作用（一）课程性质：专业方向课（二）本课程在该专业中的地位和作用本课程的修读对象为英语专业本科的学生。
该课程建立在学生已有两年基础英语学习基础上，旨在从旅游酒店专业的角度进一步提高学生实际口语应用能力，同时增加学生的酒店管理相关知识，为未来的涉外酒店工作打下坚实的英语基础。
通过该课程的教学，能使学生较全面地了解和掌握酒店英语基本用语；熟悉酒店各个部门的工作程序，并在其中能熟练运用酒店英语专业术语；掌握英语工作中基本的相关英文表格的填写，同时掌握酒店管理的背景知识。
三、相关课程及关系学生学习本课程前应首先修读完《基础英语》1—4册的内容，具有一定的英语语言基础，并已完成旅游酒店专业相关课程的学习如《酒店管理概论》、《餐饮服务与管理》、《前台与客房管理》、《现代饭店礼仪》这四门课程。
《酒店英语》这门课程是在这四门课程上的英语语言的覆盖和提炼。
四、主要教学方法及考核方式（一）教学方法：主要采用PPT课件直观教学、酒店各部门工作程序讲解教学、课堂演练、情景扮演教学相结合的教学方法。
通过本课程的教学使学生能够系统地掌握酒店英语基本用语，使学生在教学过程中进入未来工作角色，熟悉酒店个部门的工作程序和规则，激发其学习英语的兴趣，大胆开口说英语从而提高其酒店专业英语的应用能力。
采用每一单元一个酒店部门的形式，充分体现交际法的教学原则。
（二）考核方式：口试考试。
口试分为三块：1、酒店工作场景对话2、酒店管理知识问答3、酒店管理基础知识英文口译。
学生最终考试成绩由期末口试成绩、平时成绩（平时成绩构成: Role-Play ，5次，每次2分，共10分；课堂提问，回答5次提问，每次2分，共10分；出勤10分，迟到三次扣一分，缺课一节扣一分，扣完为止。
）两部分构成。
其中，期末口试成绩占70％，平时成绩占30％。
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第 3 讲
一、名称：Check-in and Showing the guest to their room
二、教学时数：2
三、教学目的:
1.practice the students’listening ability
2.practice the students’speaking ability
3.how to receive a guest with advance reservation
四、重点和难点：
重点：Receiving a guest and showing him to his room
难点：introducing facilities
五、教学方法和手段：
方法：Task-driven method
手段：teach;Q & A; Discussion;role-play
六、教学内容及时间安排
1. check-in
2. Showing the guest to their room
R: You’re welcome. We hope you’l l enjoy your stay with us.
4.Role-play
Situation A: A guest comes up to the Reception Desk. He booked a single room for two nights two weeks ago. He wants to check in. the receptionist checks the reservation card and asks the guest to fill in the registration form.
Situation B: You have booked a twin room for your customer 3 days ago. Now you need to drive them to the hotel and help them to check in at the hotel.
II Guiding Guests to Their Rooms
1.Scene: Showing your customer to their rooms
Ma Liang: We’ve done all the check-in procedure. Mr William, now let me show you to your room.
Mr. Williams (Mr.): Thanks.
M: Let me help you with your luggage.
W: Thank you.
M: Your room is 908 at the ninth floor. Please take this elevator.
W. Ok! By the way, could you tell me about the hotel services?
M: Certainly. The hotel is a first-rate hotel and chosen as the favourite place to stay in by businessmen from many countries.
W:How about the restaurants?
M: There are four spacious Chinese restaurants deluxe Western-style restaurant, large and small banquet halls bar and a 24-hour café.
W.: Sounds great. Have you got a swimming pool?
M: Yes. It’s on the first floor.
M: Sure. At the end of your stay, if you want to buy some souvenirs, you can go to the shop beside the lobby.
W: That’ll be very convenient.
M: Yes. Here we are. (Presses the card to unlock the door and switches on the light.) This is your room. This room has a telephone, a color TV set, an indoor movie, a web link, an air conditioner, a mini-bar and local newspapers. Here is the brochure explaining hotel services. It gives you an idea about our services and facilities.
W:Thanks very much!
2. Other sentence patterns
1) This way, please.
2) After you, sir.
3) Are you satisfied with your room?
4) Would you mind my putting your luggage here?
5) This is the TV control. You can get any channel you like.
6) This is the air-conditioning control unit. You set temperature like this.
7) You can make your own tea and coffee by using this electric kettle.
8) There is a mini-bar under the table. The price list is on top of it. You may pay the cashier for what you drink when you check out.
9) Special laundry bags with price lists are placed in the closet.
10) A Chinese restaurant is on the third floor in our hotel.
11) If you don’t want to be disturbed, just place this “please do not disturb” sigh outside the door.
3.V ocabulary
(1) Lobby 大堂key card 门卡
piece （行李）件souvenir 纪念品
corridor 走廊elevator 电梯
bellman (doorman) 行李员restaurant n. 饭店、餐馆
indoor a. 室内的salon n.沙龙、美容室
convenience n. 便利、方便banquet n. 宴会、盛宴
luggage 行李brochure 小册子
facility 设备
(2)disturb 打扰
Please do not disturb us when we are working. 工作的时候请不要打扰我们。
(3)satisfied
We are satisfied with the smoothness of the negotiation.
我们对谈判的顺利进行很满意。
4.Role-play
Situation: Mr. Stone comes to the hotel. This is the first time he has come to china.
You are showing him to his room. Be sure to introduce something useful to him and introduce all the facilities in the room.
Steps:
(1)The teacher would ask some pairs to act out their dialogue in front of the class.
(2)Give comments and advices to improve the students’ dial ogues.
（三）、归纳总结。