酒店英语Unit-3-Concierge-Service讲课教案
酒店英语Unit-3-Concierge-Service
convenience [kən‘viːnɪəns] n. 方便
at your convenience 在您方便之时
introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍
introduce V.介绍
What kind of service does the bellman offer to the guest?
The bellman counts the luggage.
• What kinds of people often choose the City Wall Hotel as the favorite place to stay?
VIPs, official guests and businessmen from many countries.
The bellman carries luggage, provides hotel information and leads the guest to the room.
Dialogue 1
• What does the bellman do after greeting the guest?
luggage [‘lʌgɪdʒ] n. 行李
trolley case ['trɒlɪ 'keɪs] n.拉杆箱
handbag n.手提包
suitcase [‘suːtkeɪs] n.手提箱
cart [kɑːt] n.手推车 luggage cart 行李车
café
[‘kæfeɪ] n.咖啡馆
first-class 一流的 western-style 西式的 bar [bɑː] n.酒吧 convenience [kən‘viːnɪəns] n. 方便 at your convenience 在您方便之时 introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍 introduce V.介绍
《酒店情境英语》M2U3Concierge Service
Answers to the exercises:
Mr./Mrs./Miss： Ron TIME： this evening Shopping list: 1， oranges 2， apples 3， grapes 4， chips 5， cookies 6， popcorns 7， 8， 9， 11， 10， 12， Shopping List Room No： 506
Hotel English
Dialogue 3:
• Listen and answer questions:
• • • • • Where is Mr. White going tomorrow? What does he ask the bellman to do? When is Mr. White’s flight? What is the pick-up time? What time is the morning call?
Hotel English
Dialogue 2:
• Listen and answer questions:
• What is Mr. White going to do this evening? • What does Mr. White ask the bellman to buy? • How many people will come tonight? • How much does Mr. White pay in advance?
Hotel English
Dialogue 4:
• Listen and answer questions:
– What is the bellman doing? – What does Mr. White want the bellman to do? – Is it free service or not? – How can Mr. White get his baggage back?
第三章礼宾服务chapter-3Concierge-Service教案资料
❖ Handling baggage for hotel guests ❖ Providing hotel-specific information ❖ Supplying directions ❖ Securing the services of outside
companies, such as for:
8
Reading
Objectives
Offer concierge service for guests
Warming-up Activities
1. Match the duties on the left with the corresponding pictures on the right.
service at a hotel? What do you think of the importance of a concierge? ❖ What do you know about concierge service Les Clefs d’Or (金钥匙组织)? (open)
Post Introduction
restaurants tourist and sightseeing attractions shops nightlife theaters and shows sporting events
❖ In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network serviceindustry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.
Unit 3 Concierge Service
Section 2: Speaking Practice
Collection of Special Terms • • • • • • • • • • • • Room service Restaurant Coffee shop Bar Cafeteria Bell captain Doorman Concierge Front office Reception desk Operator Lost and found
• •
Business center Shopping center Beauty salon Barber shop Indoor swimming pool Billiard room Squash court
Dialogue 2: Baggage Deห้องสมุดไป่ตู้ivery
• • • • • • • • • • • • • BC: This is the Bell Captain’s Desk. Can I help you? G: Yes, I’ve been waiting for my baggage to be sent up for almost half hour. What’s the matter? BC: I’m terribly sorry, sir. May I have your name and room number, please? G: Yes, it’s Mr. White, Room 412. BC: How many pieces do you have, Mr. White? G: Two suitcases and a shoulder bag. BC: Would you give me some features of your baggage? G: The suitcases are dark green and the shoulder bag is pink. BC: Are there name tags attached to them, Mr. White? G: Yes, they all have tags on them. BC: We are very sorry, Mr. White. I’ll check immediately and call you back. G: All right. But don’t keep me waiting too long. BC: We will try our best to find out the baggage…I’m sorry to have inconvenienced you. Your baggage was delivered to Room 712, Mr. Watson’s room upon his request. We failed to inform you in time. I assure you such things will never happen again.
Unit 3 Concierge’s Work 饭店专业英语课件
Exercise Ⅰ
Suggested sentence structure: 7. It’s on the ________Street / Road /
to _p_u_t_t_h_em__? B: Just leave them in the corner. Thank you so
much. A: Then _an_y_t_h_in_g_e_l_se__? B: Could you tell me where I can have my dinner
Exercise Ⅱ
Complete the following dialogue with your partner and then read it.
Mr. Jerry has just got into his room and the doorman sends up the luggage. He checks his luggage and asks about the hotel services.
Exercise Ⅰ
Suggested sentence structure:
1. Where is ______? 2. Just go out of the hotel and turn
right/left. 3. It’s over there. 4. Could you please tell me how to get to
Unit 3 Concierge’s Work
Leading-in Dialogues Reading Further Reading
酒店英语教案
Unit 1 Reservation教学目标Mind Map 了解办理预订时需要获得的客人信息Background Information 拓展词汇Doing in the Scene1. 熟悉办理预订的流程2. 熟悉更改预订的流程3. 了解预订确认信的写作格式及内容4. 熟悉取消预订的流程5. 掌握预订服务的常用语句Practical Reading 了解预订登记表的内容教学步骤：Mind Map● 介绍预订部的工作职责；● 介绍预订部工作岗位的中英文名称；● 引导学生进行头脑风暴并完成练习Background Information● 引导学生讨论：（1）常见的床型；（2）常见的客房类型；（3）客房名称的命名规律；● 引导学生熟悉本部分的词汇；● 引导学生完成课本练习。
附1：常见的床型twin/single bed 单人床king bed 特大号双人床full/double bed 双人床crib 婴儿床queen bed 大号双人床rollaway bed 折叠床附2：常见的客房类型single room 单人房twin-bed room 双床房superior room 高级房deluxe room 豪华房premier/premium room尊贵房sea-view room 海景房garden-view room 园景房suite 套房deluxe suite 豪华套房executive suite 行政套房family suite 家庭套房duplex suite 复式套房penthouse suite 顶层套房presidential suite 总统套Doing in the Scene● 引导学生思考：（1）办理预订时如何询问客人的预订要求？（2）如何询问客人的联系信息？（3）完成预订前有哪些信息要与客人确认？● 引导学生思考预订服务的流程；● 引导学生听音频完成练习Scene 1 Making a reservationScene 2 Changing a reservationScene 3 Canceling a reservationPractical Reading● 介绍酒店预订登记表的基本内容；● 介绍预订部常见信函的写作格式及内容：（1）预订确认信；（2）修改预订确认信；（3）取消预订确认信；● 引导学生熟悉本部分的生词与词组；● 引导学生思考商务信函开头和结尾的常用语；● 引导学生完成练习Unit 2 Checking In and Out 教学目标Mind Map 了解前台接待员的工作职责Background Information 拓展词汇Doing in the Scene1. 熟悉办理入住登记的流程2. 了解前台增销的艺术3. 熟悉延宿与换房的流程4. 熟悉结账退房的流程5. 掌握前台接待服务的常用语句Practical Reading 了解酒店账单的内容教学步骤：Mind Map● 介绍前台接待员的工作职责；● 介绍前台工作岗位的中英文名称；● 引导学生进行头脑风暴并完成练习。
酒店英语module2unit3
TIME： this evening
Shopping list:
1， oranges 2， apples
3， grapes
4， chips
5， cookies 6， popcorns
7，
8，
9，
10，
11，
12，
Remarks: six people
Money in advance: 200
Clerk XXX
Hotel English
• 9. Is there anything else I can do for you? • 还有什么能为您效劳的？ • 10.I will make out the claim tag for you. • 我会为您做好行李牌。 • 11. We are open round the clock. • 我们24小时营业。
room
claim tag
suitcase roll aboard
bellman
1
2
3
4
5
6
7
8
Hotel English
B Keep these important tips in mind when serving:
1.Give a Face-to-face greeting. 2.Introduce yourself and offer help. 3.Confirm how many pieces of baggage the guest has. 4.Answer any questions from the guest. 5.Assure the guest you will send the baggage to his room.向…保证;使…确信;
《酒店情境英语》M2U3ConciergeService教案
《酒店情境英语》M2U3ConciergeService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Unit 3 Concierge Service 执教教师一、教学目标１、知识与技能：(1) master the basic knowledge of concierge service(2) master the new words in the 3 dialogues(3) master 3 dialogues２、过程与方法：(1) Task-based learning approach(2) Inquiry-based learning approach(3) Collaborative learning approach(4) Situational learning approach３、情感、态度与价值观：(1) Ss can learn about the basic knowledge of concierge service(2) Ss can learn basic concierge service procedures(3) Ss can learn some basic concierge service skills二、教学重点与难点教学重点：(1)To present the knowledge of concierge 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:In last unit we have learnt some dialogues about how to check-in in a hotel for a guest, so now can you say something about how to check-in in a hotel for a guest, when the guest check-in in the hotel what kind of information should we know?2）Warm-up:A. Look and matchbaggage trolley elevator corridor baggage room claim tag suitcase roll aboard bellman2. Pre-task:Keep these important tips in mind when serving.Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room.3. While-task:A: Let’s study dialogues:Dialogue 1:Listen and answer questions:Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room. Dialogue 2:Listen and answer questions:What is Mr. White going to do this evening?What does Mr. White ask the bellman to buy?How many people will come tonight?How much does Mr. White pay in advance? Dialogue 3:Listen and answer questions:Where is Mr. White going tomorrow?What does he ask the bellman to do?When is Mr. White’s flight?What is the pick-up time?What time is the morning call?Dialogue 4:Listen and answer questions:What is the bellman doing?What does Mr. White want the bellman to do?Is it free service or not?How can Mr. White get his baggage back?B. Answers to the exercises:略C. Listen and fill in the blanks.Bell boy: Good morning, sir, Welcome to our hotel. Guest: Thank you.Bell boy: May I help you with your baggage? Guest: Please take this bag for me.Bell boy: Certainly. Let me show you the way. Guest: Thanks.Bell boy: Do you need all the luggage in your room? Guest: No, please store the bag for me.Bell boy: Sure. I will make out a claim tag for you.Guest: Thank you. When can I get it back?Bell boy: We are open24 hours. This way, please.Guest: Thank you.Bell boy: Hope you will enjoy your stay.D. Match the English expressions in Column A with their Chinese meanings in Column B.略E. Match the guest’s requests with the bellboy’s responses.Expressions:Guest:Can you bring me a map of Shanghai?I’d like to reserve a train ticket to N anjing.Is there a Western restaurant in your hotel?When does the fitness center close?Where can I xerox some documents and send a fax?How much shall I pay for the service?Excuse me, where is the subway station?Concierge:When would you like to leave, sir?No problem, sir. I’ll send it to your room at once.It closes at 10:30 p.m.You can go to the Business Center.Go along this street and turn right. You’ll see it.Yes, sir. It’s on the second floor.It’s free of charge.F. Practice the sentences with your partners.May I help you with your luggage?Let me show you the way to the front desk.The floor attendant will meet you on the 13th floor.I’ll take the baggage elevator and get your baggage up toyour room.The Reception Desk is straight ahead. After you, please.I will make out the claim tag for you.Is there anything else I can do for you?Shall I put your baggage here?Here’s your baggage. Please check and see if it is all right.Is there anything valuable or breakable in your bag?G. Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions.1. Good morning/afternoon/evening, Mr./Miss. Welcome to our hotel.2. May I help you with your luggage?3. Could you tell me your name and room number, please？4. What kind of things would you like and may I have your name and room number?5. Please take this elevator to the XXth floor.6. Do you need all your luggage in your room?H. Translate the following sentences into English.1. Welcome to our hotel, May I take your baggage?2. Please take the elevator on the left to the ninth floor.3. When do you need to get to the airport tomorrow?4. We are open twenty four hours.5. May I ask you to pay 200 Yuan in advance?6. How many luggage do you have?4 Post-task1）Role-play:1. You are a receptionist. A guest with reservations comes to the Front Desk to check in. You are receivinghim.1）Greet the guest face to face;2）Confirm the reservation information;3）Fill in the registration form;4）Give the key card;5）Ask if he’d like other services;6）Wish the guest a happy stay.2. You are a receptionist. A guest has arrived with no reservation. Sell her a room and try to up-sell the room.1）Greet the guest face to face;2）Get necessary information(name, room type, departure date);3）Introduce and explain to the guest the differences in room types and emphasize the benefits;4）Check in the guest.2) Homework:1. Recite the four dialogues2. Practice the dialogues with partners3. Finish all the exercises4. Preview unit 4六、教学后记。
外研社酒店英语使用手册 Unit 3
Unit 3 Concierge教学目标教学过程建议Mind Map教学步骤●介绍礼宾部的工作职责；●介绍礼宾部工作岗位的中英文名称；●引导学生进行头脑风暴并完成练习。
参考答案(1) carrying luggage (2) giving directionsBackground Information教学步骤●引导学生讨论本地及国内著名景点的中英文名称；●引导学生熟悉本部分的词汇；●引导学生完成课本练习。
练习答案Task 1Task 2(1) trunk(2) bellman(3) luggage tag(4) suitcase(5) thermostat(6) in-room safeDoing in the Scene教学步骤●引导学生思考行李员迎接客人并送客人到客房的服务流程；●引导学生思考优秀的礼宾员需要具备哪些素质才能满足客人的各种个性化需求；●介绍本地及国内著名景点；●引导学生听音频完成练习。
课文译文练习答案Scene 1 Escorting guests to roomsTask 1Correct order: A F E G D B C HScene 2 Suggesting activities and arranging transportationTask 1Task 2(1) Henry Ford(2) 709(3) 7:30 a.m., June 12(4) Temple of HeavenScene 3 Storing luggageTask 1(1) Is it the two suitcases and one backpack altogether?(2) Is there anything valuable or fragile in your luggage?(3) May I ask if the luggage is to be claimed by yourself?(4) Could you please leave your contact information with me, such as your phonenumber?(5) Please confirm and sign your name.Practical Reading教学步骤●介绍行李寄存单的基本内容；●引导学生回顾问路与指路的常用语句；●引导学生熟悉本部分的生词与词组；●引导学生完成练习。
饭店服务类英语unit3lesson
Check-in service
Check-in time
Check-in process
The standard check-in time is usually 3 PM, but the hotel can flexibly adjust according to the guests' needs. If the guests arrive early, the hotel can provide early check-in service if the room is available.
Housekeeping Services
This includes check-in, check-out, and other guest services provided by the front desk staff.
This involves the cleaning and maintenance of guest rooms and public areas.
The guest should present the reservation confirmation, identity document and other relevant documents for check-in. The hotel staff will complete the check-in process and provide the guests with room keys and relevant information.
When checking out, the guest should present their room key and identification document at the front desk. The front desk will complete the check-out process and calculate the room fee according to the actual住宿时间 and service usage.
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Key sentences
• Step1 问候客人： • Shall I help you with your luggage? • =_C_a_n_ /_M_a_y__ I help you with your
baggage?
• 没关系：
• It’s my pleasure. • =_Y_o_u__a_r_e__w_e_l_c_o_m__e___.=_N__o_t _a_t_a_ll____. • =_T_h_a_t_’s__a_ll_r_i_g_h_t/_O_K.
• Step2 清点行李 • One suitcase and one handbag, are
these all yours? • Are these all your baggage? • Step3引领客人去总台 • This way, please, sir. • Follow me, please. • Please check-in at the front desk and I’ll
The bellman carries luggage, provides hotel information and leads the guest to the room.
Dialogue 1
• What does the bellman do after greeting the guest?
• The business center can send faxes send e-mails, type documents , photocopy documents and post letters for you.
Act the dialogue
• 行李
Revision
• luggage
Unit 3 Concierge Service 大堂服务
（礼宾服务）
concierge [‘kɒnsɪeəʒ] n.礼宾部，看门人
Unit 3 Concierge Service 大堂服务（礼宾服务）
金钥匙服务
Book Tickets 订票服务
Show Rooms 介绍房间
Carry Luggage 帮客人拿行李
luggage [‘lʌgɪdʒ] n. 行李
suitcase [‘suːtkeɪs] n.手提箱
handbag n.手提包
café [‘kæfeɪ] n.咖啡馆
cart [kɑːt] n.手推车
luggage cart 行李车
first-class 一流的
western-style 西式的
bar [bɑː] n.酒吧
The bellman counts the luggage.
• What kinds of people often choose the City Wall Hotel as the favorite place to stay?
VIPs, official guests and businessmen from many countries.
convenience [kən‘viːnɪəns] n. 方便
at your convenience 在您方便之时
introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍
introduce V.介绍
What kind of service does the bellman offer to the guest?
wait for you.
• Step4引领客人至客房 • Let me show you up to your room. • Follow me, please. • This way, please. • Here is your room.
Step5介绍房间及服务 Our hotel is a first-class hotel (5-star hotel)and chosen as the favorite place to … There are three Chinese restaurants, two western-style restaurants, a bar and a 24-hour café. There is a coffee shop on the third floor. They are ready to serve you at your convenience.
luggage [‘lʌgɪdʒ] n. 行李
trolley case ['trɒlɪ 'keɪs] n.拉杆箱
handbag n.手提包
suitcase [‘suːtkeɪs] n.手提箱
cart [kɑːt] n.手推车 luggage cart 行李车
café[‘kæfeɪ] 源自.咖啡馆first-class 一流的 western-style 西式的 bar [bɑː] n.酒吧 convenience [kən‘viːnɪəns] n. 方便 at your convenience 在您方便之时 introduction [,ɪntrə‘dʌkʃ(ə)n] n.介绍 introduce V.介绍
Book Taxis 预订出租车 Provide Hotel Information 介绍酒店
The Procedure of Welcoming Guests
Step1 Greeting guests 问候客人 Step2 Counting luggage 清点行李 Step3 Leading guests to the front desk 引领客 人至总台 Step4 Leading guests to the rooms 引领客人至 客房 Step5 Introducing rooms and services 介绍房 间及服务
• 手提箱
• suitcase
• 手推车
• cart
• 介绍
• introduce
• 大堂服务
• concierge service
• 一流的酒店
• a first-class hotel
• 西式的餐厅
• a western-style restaurant