酒店英语(2)教案19
酒店英语教案
四川文化传媒职业学院教师教案（2014 ~2015 学年第一学期）课程名称酒店英语授课班级 13酒店管理教研室英语教研室主讲教师职称助教教案书写要求1、教案书写（设计）必须以教务处统一格式进行。
教案可含有必要的图、表、版书设计等。
2、书写方式：以下两种方式任选一种。
（1）手写：任课教师在各系（部）领取纸质教案纸书写或在学院网站上自行下载书写（2）电子文稿：电子模板发在学院网站上，由任课教师下载填写。
字体一律使用“五号”字，用A4纸打印。
3、教案封面和扉页一学期只需填写一次，首页和内页和主要按授课课时填写，可以一个教学内容（单元）或一次课（1-2学时）填写一份，重复班授课可不另书写教案；内页视内容可添页；课程结束后，装订成册。
4、针对不同的专业及不同层次的学生，教案要有所区别。
5．承担实验、实习、课程设计、毕业设计等实践教学任务的教师，都应根据实际教学情况和教学内容，参考所提供的教案格式编写教案.6、每年的秋季学期和下一年的春季学期为一学年，秋季为第一学期，春季为第二学期。
7、提倡写出有自己风格、特点的教案。
四川文化传媒职业学院教案四川文化传媒职业学院教案第 11 周，第 1-2 次课（首四川文化传媒职业学院教案（内四川文化传媒职业学院教案第 12 周，第 1-2 次课（首四川文化传媒职业学院教案（内页四川文化传媒职业学院教案第 13 周，第 1-2 次课（首四川文化传媒职业学院教案（内页教学过程1.invite several students to role-play showing the way for the guest.The teacher will draw a picture , and ask the students to show the wayK ey words: turn left , turn right , on your left, on your right, opposite to…，next to , in front of , go along, go down, go straight.2.how to order dishes.点菜就餐的典型次序是：找一张桌子坐下——看菜单－—点菜——就餐－—付钱－—离开。
饭店英语2
《饭店英语2》教学大纲（Hotel English 2）（供四年制旅游管理专业2012级试用）课程编号：总学时数：48(36+12)学分数：3开课单位:商学院课程的性质与任务《饭店英语2》是旅游管理专业的专业方向课程。
本课程的目的是，使学生具备掌握英语基础知识和技能以及运用饭店英语的能力，从而达到酒店管理专业学生应具备的整体知识文化水准和相应的业务素质。
通过学习，培养学生在具有一定的公共英语听、说、读、写的基础上，掌握旅游饭店行业服务与管理的专业英语，包括旅游饭店英语的专业词汇、句型、表达方法，使学生基本具备用英语进行旅游饭店行业管理与服务的能力，为从事旅游饭店业工作的需要打下良好的基础。
执行教学大纲应该同时根据专业的具体特点、教学计划以及学生的实际情况，拟定比较详细的符合教学大纲的教学进度。
课堂教学中要充分调动学生的积极性，对一些问题应多组织讨论。
本课程是考试课程，建议考试形式：闭卷笔试。
大纲内容与要求第十一章Food & Beverage Service in Western Style 西餐服务第一节Dialogue 情景对话1.Serving an English breakfast 英式早餐服务2.Serving lunch a la carte 午餐零点服务3.Tendering at the bar 酒吧服务4.Arranging a buffet dinner 冷餐会服务第二节Listening & Speaking 听说演练1.Functional sentences 功能句2.Procedure drilling 程序演练3.Role play 角色演练第三节Practical Writing 实用写作1.A Letter of Confirmation for Banquets 宴会确认信第四节Feature Reading 特色阅读1.The Menu 菜单教学基本要求1.了解前厅的相关词汇、短语、句型及其常用表达。
酒店英语教案
酒店英语教案掌握酒店英语的基本词汇和表达方式，包括前台接待、客房服务、餐饮服务、商务中心等主要部门的常用英语表达。
理解和掌握酒店服务流程和规范，能够在不同场景下运用恰当的英语进行沟通。
培养学生的跨文化交际能力，使其能够适应不同文化背景的客户需求。
培养学生的团队协作能力和解决问题的能力，使其能够在紧急情况下迅速做出决策。
介绍本课程的目标、内容、教学方式和评估方法，使学生对本课程有一个初步的了解。
介绍前台接待的基本流程和规范，包括入住登记、房间分配、收银等环节。
通过案例分析、角色扮演等方式，使学生掌握前台接待英语的基本词汇和表达方式。
介绍客房服务的基本流程和规范，包括房间清洁、床铺整理、物品摆放等环节。
通过视频演示、小组讨论等方式，使学生掌握客房服务英语的基本词汇和表达方式。
介绍餐饮服务的基本流程和规范，包括点菜、上菜、结账等环节。
通过模拟场景、角色扮演等方式，使学生掌握餐饮服务英语的基本词汇和表达方式。
介绍商务中心的基本服务项目和规范，包括复印、传真、邮件收发等环节。
通过演示、小组讨论等方式，使学生掌握商务中心英语的基本词汇和表达方式。
通过案例分析、小组讨论等方式，培养学生的跨文化交际能力，使其能够适应不同文化背景的客户需求。
通过小组讨论、角色扮演等方式，培养学生的团队协作能力和解决问题的能力，使其能够在紧急情况下迅速做出决策。
案例分析法：通过分析真实的酒店服务案例，使学生了解酒店服务的流程和规范，同时培养学生的问题解决能力。
角色扮演法：通过角色扮演的方式，使学生亲身体验酒店服务的实际操作过程，提高其英语运用能力和服务技能。
模拟场景法：通过模拟真实的酒店场景，使学生能够更好地理解和掌握酒店服务的流程和规范，同时提高其英语口语表达能力。
小组讨论法：通过小组讨论的方式，鼓励学生互相交流和学习，培养其团队协作能力和跨文化交际能力。
教学评估：通过课堂表现、小组讨论、角色扮演等方式进行评估，以客观地反映学生的学习情况和学习成果。
酒店英语教案
Teaching Plan for Hotel EnglishPeriod: 2Teaching Content：Workshop 1 Unit 1 Room ReservationTeaching objectives:the terms and useful phrases in making room reservationssentence patterns in working situationssituational dialogues fluently4. Grasp the procedure of room reservation.Teaching focus:1. Sentence patterns in making a room reservation2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first periodStep I: The teacher would briefly introduce the main content of this course and how to learn the course. (10 minutes)T:1. The content of the course:This book consists of 25 units in all and it is divided into 4chapters according to the duties and services of different workshops in a hotel. The four workshops are front office, Housekeeping department, food and beverage department and other departments. Each unit includes four parts, . key points for teaching and learning, simulation training, extended reading and exercises. We will mainly focus on Part II in our class, while you should make further study of the other parts by yourselves after class. As it is a very practical course, you should practice the dialogues and learn the sentences patterns by heart. So you can improve your oral English and your communication ability in dealing with the guests.2. The assessment strategy of this course:•Class participation: 10%•Homework & class attendance : 10%•Oral test: 40%•Final exam (written): 40%Step II: Lead-in. (5 minutes)1. The teacher would invite some students to talk about the basic procedures of receiving room reservation.2. In the end, the teacher would summarize the students’answers so as to give thema clearer and better understanding of the basic knowledge of reservation.GreetingsDate of arrival and departureRoom typesName and telephone numberConfirmationStep III Learn the new words and sentence patterns. (30minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good evening. Peace Hotel. Reservation. May I help you2) Is there anything that I can do for you3) What kind of room would you like We have single rooms, double rooms, suites, deluxe suites and a presidential suite.4) Do you want a single room or a double room5) Would you like twin beds or double beds6) I’d like to reserve a room in your hotel7) I’d like to make a reservation for a suite with both shower and bath.8) I’d like a room with a view.9) We have nice rooms overlooking the sea.10) We have rooms facing south.11) Would you like a room with a bath or shower12) How many people are there in your company13) How long do you intend to stay14) Are you with a company15) For how long16) For what dates, please17) It’s for three nights, May 10th to12th.18) Hold the line, please.19) I’ll check if there is a room available for those days.20) I’m sorry we are booked out for that date.21) We do have a vacancy for those dates.22) The current rate is $150 per night.23) A single room is $120 per night. There is also a 10%tax and a 10% service charge.24) Children under 12 are half price.25) We offer a 10% discount for group reservations.2. The students are given ten minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep IV: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step V Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: Wang Ping is a client of a travel agency. She is calling to reserve for a tour group of 32 form England form August 8th to August 12th.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step VI Homework assignment.1.Finish Exercise II, III, IV in the textbook.2.Learn the sentence patterns by heart and practice the dialogues.3.Preview the new unit.Period: 2Content：Workshop 1 Unit 2ReceptionTeaching aims:1. Grasp the terms and useful phrases in reception service.2. Fill in the registration form correctly.3. Use sentence patterns skillfully in working situations.4. Make situational dialogues fluently.5. Grasp the procedure of reception and learn how to fill in the registration form..Teaching focus:1. Sentence patterns in receiving the guests.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask students to discuss the procedure of registration and then invite some students to talk about the basic procedures of receiving guest with advance reservation checks in.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of registration.GreetingsChecking the reservation listFilling the registration formChecking the formNoticeStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Welcome to our hotel2) Good morning. This is the reception desk. May I help you3) Have you made a reservation4) In/ under whose name was the reservation5) When did you make the reservation6) Have you received a confirmation notice7) I booked a room on line a week ago8) I have booked a double room in the name of Ellen Hill.9) Have you finished the check-in procedure10) Let me look through our reservation list/record.11) thank you for waiting, sir12) Yes, we do have a reservation for you.13) Sorry, we don’t have a record of your reservation.14) Would you please show me your passport and visa15) I need your ID card for just a moment16) Would you mind filling in this form and paying $100 in advance17) Would you please fill in the registration form18) Please sign the registration form.19) This is the receipt for paying in advance. Please keep it.20) You forgot to put your department date.21) Here is your card, Madam. Your room number is 221222) I’m glad that we’ll be able to accept your extension request, but I’m afraid that it will be necessary for us to ask you to change rooms for the last two nights.23) Sorry, we have no rooms available. But I can refer you to Gold Port Hotel, where they may have a room.24) Would you like to get in touch with somewhere else for you25) Not at all. I’m always at your service.26) I hope you will enjoy your stay here.2. The students are given ten minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting anydifficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes) 1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: 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.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignment4.Finish Exercise II, III, IV in the textbook.5.Learn the sentence patterns by heart and practice the dialogues.6.Preview the new unit.Period: 2Teaching Content：Workshop 1Unit 3 Bell ServiceTeaching objectives:1. Master the terms and useful phrases in bell service.2. Use sentence patterns skillfully in working situations.3 Make situational dialogues fluently.4. Grasp some knowledge about bell service.Teaching focus:1. Sentence patterns in receiving the guests.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask the students to discuss the responsibilities of bellman.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of bell service.Show him to his room.Introducing facilities.Water guidelines.When a guest wants to leaveLoading the luggageWell-wishingStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good afternoon. Welcome to our hotel2) It’s nice to see you here again, Mr. Smith.3) Leave it to me. I’ll take care of your luggage.4) You have three pieces of luggage in all. Is that right5) Is there anything valuable or breakable in your bag6) This way, please.7) After you, sir.8) May I have a look at your key card.9) Are you satisfied with your room10) This room is facing south, and it has a nice view.11) Would you mind my putting your luggage here12) Here is the brochure explaining hotel services. It gives you an idea about our services and facilities.13) Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.14) This is the TV control. You can get any channel you like.15) This is the air-conditioning control unit. You set temperature like this.16) You can make your own tea and coffee by using this electric kettle.17) By the way, you probably know that the tap water here is undrinkable. You can drink boiled water or the bottled water.18) The tap water can only be used for washing. For drinking water, you have thermos on the tea table by the sofa. The water in it is boiled water.19) 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.20) The hot water supply is from 6 . to12 .21) Special laundry bags with price lists are placed in the closet.22) A Chinese restaurant is on the third floor in our hotel.23) If you don’t want to be disturbed, just place this “please do not disturb” sigh outside the door.24) If you want to have your shoe polished, just leave them outside the room before you go the bed and they will be ready the next morning.25) Shall I get a taxi for you26 Single trip or round trip27) By the way, how do you figure the carfare2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes) 1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.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.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignment7.Finish Exercise II, III, IV in the textbook.8.Learn the sentence patterns by heart and practice the dialogues.9.Preview the new unit.Period: 2Content：Workshop 1Unit 4 Money ExchangeTeaching aims: \1. Grasp the terms and useful phrases in changing money.2. Use sentence patterns skillfully in working situations.3. Make situational dialogues fluently.4. Have an idea of the procedure of foreign currency exchange. Teaching focus:1. Sentence patterns in changing money.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask some students to discuss the basic procedures of changing money for the guests and then ask them to talk about their opinion.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of money exchange.amountroom number and signatureexchange slipStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) What kind of currency do you want to change2) What’s the exchange rate for Euros today3) It’s 830yuan for 100 dollars.4) How much would you like to change5) What denominations would you like6) We have 100 Yuan, 50 Yuan, 20 Yuan, 10 Yuan,5Yuan, 2 Yuan and 1 Yuan bills.7) It’s a free/courtesy service.8) May I have a look at your passport9) Please put down your name, room number and the amount you want to change on the exchange certificate.10) Here is the money, 8,300 Yuan in all. Please check it and keep the exchange memo.11) I’m afraid that we have to put a limit on exchange for the benefit of all our guests.12) If we change large amounts, our cash supply runs out and we are unableto oblige our other guests.13) Please sign your name on the back.14) You are welcome. I am very glad that I can serve you.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes) 1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: You have exchanged 500 . dollars into RMB, but now you find that you don’t need so much RMB, so you go to the currency exchange desk again and want to change the extra RMB back into US dollars. What will the cashier tell you2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignment10.Finish Exercise II, III, and IV in the textbook.11.Learn the sentence patterns by heart and practice the dialogues.12.Preview the new unit.Greet the guestsAsk about reservationAsk about length of stayAsk about identificationAsk about paymentAsk the guest to fill in the registration cardTell the guest where their room isPeriod: 2Content：Workshop 1Unit 5 Telephone OperatorTeaching aims: the terms and useful phrases in the unit.2. Use sentence patterns skillfully in working situations.3 Make situational dialogues fluently.4. Grasp some knowledge about telephone calls.Teaching focus:1. Sentence patterns in answering the guests’ phone.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would invite some students to talk about different phone calls the guests may make at a hotel.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of telephone operating.An overseas callTypes of callsTelephone languageMorning callNameTimeRoom numberStep II Learn the new words and sentence patterns. (25minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good evening. Operator. May I help you2) Can you put me through to Room 18183) The number you wanted is available.4) Why do you want to speak to5) Who is speaking/calling, please6) Somebody is asking for you on the phone.7) Is this a person-to-person call or a station-to-station call8) Is this a collect call or a pay call9) If you want to call a friend in the USA, first dial the international country code of China, that is double zero, then the country code to USA, that is one, and then the area code and the number of your friend. 10) We change a handling fee.11) Sorry, se have no domestic collect call service. You have to pay for the call yourself.12) If you make a pay call, you can place it right in your room. If you’d like to make a collect call, please dial 0 and then ask the operator for help.13) Are there special night rates from here14) The night rates are from 9 in the evening until 7 in the morning.15) The line is busy/engaged, now.16) Mr. Jackson’s line is available now. I’ll switch you over.17) Would you like to leave a message18) I can tell him that you called.19) Does he know your telephone number20) I’ll ask him to call you later.21) Would you mind calling back sometime tomorrow22) May I know your name and room number23) Can you hang up the phone, please24) If you leave your name and number, I’ll have him call you back soon as soon as he is available.25) I wonder if your hotel has the morning call service.26) At what time would you like us to call you tomorrow morning27) We have computerized wake-up service28) I’m afraid you dialed the wrong number29) Could you repeat that please30) Could you speak more slowly, please31) Is there any difference in charge between IDD calls and operator calls32) With the operator-assisted calls there is a minimum charge of three minutes, there is no minimum charge for IDD calls.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes) 1. Ask the students to read aloud the dialogues in pairs. (First volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: you are standing in a big hotel in shanghai. You want to call back to your boss n New York, and you want the operator to make it a person-to-person call, but unfortunately he isn’t there.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignment13.Finish Exercise II, III, and IV in the textbook.14.Learn the sentence patterns by heart and practice the dialogues.15.Preview the new unit.Period: 2Content：Workshop 1Unit 6 InformationTeaching aims: the terms and useful phrases in giving information.2. Use sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about providing information.Teaching focus:1. Sentence patterns in giving information to the guests.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in. (10 minutes)1. The teacher would invite some students to talk about some basic knowledge of providing information to the guests.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of giving information.Inquiring about feesPosting lettersGiving information.Step II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good afternoon. Information Desk. Is there anything I can do for you2) What seems to be the problem, sir3) What information would you like to get4) Would you like to book an airline ticket5) Shall we get a taxi for you6) The weather will be very good tomorrow. Have a nice tour!7) The Summer Palace is not far away from here. You’d better take a taxi there.8) You can a subway train there. It’s very convenient.9) The local cuisine here is Sichuan cuisine. It’s tasty.10) If you want to send an e-mail, you can do it in your room or go to the business center.11) OK. I’ll do it for you right away.12) Would you like to leave a message for your friend13) I’ll stick the stamp and sent it for you.14) Not at all. You are always welcome.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes) 1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: A guest comes to the Information Desk to ask something about shopping. He wants to buy some typical Chinese products as gifts. Try to introduce correct information and give him directions.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignment16.Finish Exercise II, III, IV in the textbook.17.Learn the sentence patterns by heart and practice the dialogues.18.Preview the new unit.Period: 2Content：Workshop 1Unit 7 ComplaintsTeaching aims: familiar with the terms and useful phrases about handling complaints.sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about handling complaints.Teaching focus:1. Sentence patterns in handling the guests’ complaints.2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patternsTeaching methods:interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Lead-in. (10 minutes)1. The teacher would invite some students to talk about some skills in dealing with the guests’ complaints.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of how to deal with the guests’ complaints.Misunderstandings at the Front DeskChecking the factsExplaining hotel policiesSolving the problemHow to deal with complaintsRight attitudeSteps to deal with complaintsThe importanceAll is a messApologizeTaking actionsStep II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) I am terribly/ awfully sorry.2) I’m awfully sorry for my carelessness.3) What’s the trouble, sir4) Receptionist, I’d like to make a complaint.。
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。
实用酒店英语第二版 实用酒店英语第二版课程教学大纲.doc
《实用酒店英语》课程教学大纲课程名称：实用酒店英语学分：2总学时：40学时适用专业：旅游管理、酒店管理专业一、课程的性质与任务本课程是高等职业技术学院旅游管理和酒店管理专业的一门专业基础课。
本课程适应我国旅游业尤其是酒店业持续发展的需要，旨在提高学生英语交际能力，从而培养业务精通、英语熟练、全面发展的酒店初、中级管理人才。
二、教学基本要求学习该课程应具有大学一年级英语水平，就已掌握基本的语音、语法和词汇知识，已在听、说、读、写等方面受过基本训练。
通过学习学生应达到如下要求：了解当前国际酒店业的前沿动态、发展趋势以及常用英语词汇；理解旅游行业中各要素的相互关系，能用英语进行基本的讲解、辩论；掌握具体服务部门中的常用英语表达和惯用语，能较流畅地与用英语交谈、沟通。
三、教学内容Chapter I Front Office Service 前台服务Unit 1 Room Reservation 客房预定Unit 2 Reception 接待Unit 3 Bell Service 应接服务Unit 4 Information 问讯服务Chapter II Housekeeping 客房服务Unit 5 Showing Room客房迎宾服务Unit 6 Room Cleaning 清理房间Unit 7 Laundry Service 洗衣服务Unit 8 Emergency处理客房突发事件Unit 9 Check Out 结账退宿Chapter III Food & Beverage 餐饮服务Unit 10 Table Reservation 预订餐台Unit 11 Greeting the Guests 餐厅迎客服务Unit 12 Taking Orders 点菜服务Unit 13 Serving Dishes 席间服务Unit 14 Bar Service 酒水服务Chapter IV Business Center 商务中心Unit 15 Communication Services 通讯月艮务Unit 16 Secretary Service 文秘服务Unit 17 Providing Information 提供信息Unit 18 At the Recreation Center 康乐中心服务Chapter V Special Services 特殊服务Unit 19 At the Cloakroom 寄存服务Unit 20 Complaints 处理投诉四、学时分配序号教学内容学时分配作业（实训）备注1 Unit 1 Room Reservation2 模拟对话、角色扮演2 Unit 2 Reception 2 模拟对话、角色扮演3 Unit 3 Bell Service 2 模拟对话、角色扮演4 Unit 4 Information 2 模拟对话、角色扮演5 Unit 5 Showing Room 2 模拟对话、角色扮演6 Unit 6 Room Cleaning 2 模拟对话、角色扮演7 Unit 7 Laundry Service 2 模拟对话、角色扮演8 Unit 8 Emergency 2 模拟对话、角色扮演9 Unit 9 Check-out 2 模拟对话、角色扮演10 Unit 10 Table Reservation 2 模拟对话、角色扮演11 Unit 11 Greeting the Guests 2 模拟对话、角色扮演12 Unit 12 Taking Orders 2 模拟对话、角色扮演13 Unit 13 Serving Dishes 2 模拟对话、角色扮演14 Unit 14 Bar Service 2 模拟对话、角色扮演15 Unit 15 Communication Services 2 模拟对话、角色扮演16 Unit 16 Secretary Service 2 模拟对话、角色扮演17 Unit 17 Providing Information 2 模拟对话、角色扮演18 Unit 18 At the Recreation Center 2 模拟对话、角色扮演19 Unit 19 At the Cloakroom 2 模拟对话、角色扮演20 Unit 20 Complaints 2 模拟对话、角色扮演Total 40五、课程与其他课的联系《实用酒店英语》是在学生学习了酒店管理专业相关专业基础课程和公共英语基础课的基础上开设的，在学生已经具有了较好的英语基础上，加强专业英语的学习，从而全面提高了学生的专业英语听说读写技能和酒店管理英语表达,为学生进行毕业实习作最后的提高和准备。
《酒店情境英语》M2U2Check-in 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 2 Check-in 执教教师一、教学目标１、知识与技能：(1) master the basic knowledge of how to check-in in a hotel(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 how to check-in in a hotel(2) Ss can learn basic check-in procedures(3) Ss can learn some basic check-in skills二、教学重点与难点教学重点：(1)To present the knowledge of how to check-in in a hotel(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 make a reservation, so now can you say something about how to make a reservation, when we make a reservation for a guest what kind of information should we know?2）Warm-up:A. Look and matchfront desk registration form credit card passport business card room card cash2. Pre-task:A. Keep these important tips in mind when serving.Give a Face-to-face greeting.Ask if the guest has made a reservation.Confirm the reservation information.Check the passport and fill in a registration form.Confirm the way of payment.Give the guests key card and wish him/her a happy stay.B. Do you know these useful expressions?Good evening, Miss, what can I do for you?晚上好，小姐，能有什么为您效劳的吗？Let me have a check.让我查一下。
外研社新时代职业英语酒店英语 Unit 2 教学课件
(3) How long would you like to extend your stay, Ms. Jones?
对于女性客人，在不知
(4) Would you mind changing to another道ro其o姓m氏on时t，h可e 以称呼
eighth floor?
madam；在知道姓氏
4
8. How long would you like to extend your stay? 请问您要延住几天？ 9. Would you mind changing to another room on the tenth floor? 您是否介意换到10楼的房间？ 10. How was your stay with us? 请问您入住体验怎么样？ 11. Your bill totals... 您的账单总计…… 12. Thanks for staying with us and we look forward to seeing you again. 感谢您入住我们酒店，期待您的再次光临。
Unit 2
After learning this unit, you’ll be able to:
• Register guests • Extend stay for guests • Change rooms for guests • Help guests check out
1
2
3
4
5
6
的时候向客人提出增销
✔
4
Mr.
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酒店英语(2)教案19
教学
如何寄存与交付客人行李；如何将客人行李送至客房
重点
教学
寄存与交付客人行李；将客人行李送至客房
难点
使用 的教 具/多 媒体/ 仪器/ 仪表/ 设备
等
多媒体
教学
理论讲授与视频教学、案例分析、角色模拟
方法
姜文宏，李玉娟主编《饭店服务英语》北京：高等教育出版社
参考 资料 吴云主编《21世纪实用饭店情景英语教程》上海：学
授课 Chapter 5 Special Service 题目 Unit 19 At the Cloakroom
教学 To get familiar with communication service, to get familiar 目的 with 3 dialogues.
教学
关于寄存服务的一些重要句型
内 J: Sure. This way, please. The cashier desk is just over there.
(The cashier is helping the guest with the deposit of valuables.)
容 J: Please deep the receipt. Now shall I escort you to your room with your
room)
S: Good. It is facing a beautiful garden.
J: Can I put the suitcase here, sir?
S: Thank you. May I ask where the dining hall is?
J: We have two dining halls on the third and the ninth floor respectively. The former serves
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课后作业/
背诵对话；课后练习题
思考题 教学后记
教
授课时间 课 次
旅游 3122 班 周星期 第 节
案
周星期 第 班 节 周星期 第 班 节
第
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纯实践 √
学时数
理实一体化□ 习题课□
2
其他□
授课形式
（请打√）
纯理论□
授课题目
Chapter 5 Special Service Unit 19 At the Cloakroom
课后作业/
巩固课后习题；预习第 20 单元
思考题 教学后记
教
授课时间 课 次
旅游 3122 班 周星期 第 节
案
周星期 第 班 节 周星期 第 班 节
第
次课
纯实践 √
学时数
理实一体化□ 习题课□
2
其他□
授课形式
（请打√）
纯理论□
授课题目
Chapter 5 Special Service Unit 19 At the Cloakroom To master useful words and expressions, to distinguish different words with similar sounds, to get familiar with secretary service, to get familiar with 3 dialogues.
第二课时： Dialogue 1. 15ˊStoring Luggage 寄存行李服务
Dialogue2.
15ˊEscorting the Guest to the Room 送客进房
Dialogue3.
15ˊ
Delivering Luggage 交付行李服务 J: 先生,下午好｡需要帮忙吗? S: 我会在明天退房,但一星期后会回来,请问我可以把行李存在酒店里吗? J: 当然可以,先生,我们是有寄存服务的,请问您明天什么时候退房? S: 大约早上 9 点半吧｡ J: 那么我们安排服务生 9 点来取行李可以吗?S: 可以｡
行李明显的地方,并集中在行李房内｡ 5. 客人领取寄存物品时 , 行李员要仔细检查领取单 , 核对有关内
容,并请客人当面确认,确保无错发､冒领等现象发生｡ new words and expressions；35ˊ deliver
The multi-people session system is based on the mode of two-people session system, it uses the server to deliver. 多人会话系统建立在两人会话系统的模型上，利用服务器的转发来实现。
J: 请告诉我您的房间号码,好吗?S: 1305｡ J: 1305｡我们明早 9 点来取行李,然后麻烦您到服务台来取收据｡S: 谢谢,明 天见｡ J: 不用客气,再见｡(下周五早上)S: 我上星期结账离开酒店时把手提箱寄存
在行李处,我现在要来把手提箱取回｡J: 我可以看看您的行李寄存单吗? S: 很抱歉,寄存单丢了｡J: 那您可以出示您的护照吗?S: 好的,给你｡ J: 您是什么时候寄存行李的呢? S: 上个星期五｡J: 有多少件行李呢?先生｡ S: 只有两件,一件红色,一件蓝色｡J: 让我查一查,请稍等一会｡是的,行李在这 里｡您能否在这张表格上签名呢? S: 好的,签好了｡ J: 谢谢,希望您过得愉快｡
第一课时： 讲解新课 Background information；10ˊ 一、行李寄存服务基本常识 1. 2. 3. 行李寄存服务应遵守的总原则 为散客提供行李服务 为团队提供行李服务
二､ 行李寄存注意事项 1. 了解客人寄存物品的情况,若发现有不易管理或易碎､易燃的物
教 学 基 本 内 容 及 设 计
行李 III
Inquire whether the goods are valuable
教 学 基 本 内 容 及 设 计
询问客人有无贵重的物品 V VI
Sign on the deposit slip 请客人在行李单上签名
Escort the guest to the room 送客进房 VII Retrieve luggage 客人取回
品,应向客人解释或建议客人同有关部门联系｡ 2. 客人寄存行李时,行李员应了解寄存物品情况､检查物品外观,
详细填写行李寄存单， 并做简单检查,发现有破损应及时向客人说明 ｡客人寄存 2 件以上行李时,要用行李绳拴在一起｡ 3. 在行李卡上填写日期､经手人､行李件数､编号､提取时间,并记
下客人的房号, 将行李卡下联撕下交给客人保管 ,届时凭行李卡下 联提取行李｡ 4. 易碎物品应挂上 “小心轻放” 的标志,把行李上联和编号牌挂在
S: Thank you. May I ask where the dining hall is? J: We have two dining halls on the third and the ninth floor respectively. The former serves Chinese food, and the latter serves western-styled cooking. S: Where can I mail letters﹖ J: The postal service is on the third floor. In addition, there is a beauty parlor, recreation center and bar room here. The shopping section is next to the hotel lobby. The hotel clinic and business center on the fourth floor provides around (the) clock service for the guests. S : Good. Pretty convenient. Thank you for the information. J: You are welcome, sir. I hope you will enjoy your stay here.
行李 VIII 其他常用句子
第二课时： 课后习题讲解
J: Excuse me, sir. I am the bellman. Do you need any help? S: Yes. Can you show me where to deposit my valuables? J: Sure. This way, please. The cashier desk is just over there. (The cashier is helping the guest with the deposit of valuables.) J: Please deep the receipt. Now shall I escort you to your room with your luggage? Your room is on the fifth floor, isn’t it? S: Yes, that is right. J: This way to the elevator, please. Let me take your suitcase. (Enter the room) S: J: Good. It is facing a beautiful garden. Can I put the suitcase here, sir?
参考资料
姜文宏，李玉娟主编《饭店服务英语》北京：高等教育出版社
吴云主编《21 世纪实用饭店情景英语教程》上海：学林出版社，
第一课时： 复习旧课 两个对话情景模拟 有用的句型
I Initiative luggage 主动帮助客人拿行李 II Lead guests 引领客人 IV Inventory luggage 清点
教Байду номын сангаас目的
教学重点
如何寄存与交付客人行李；如何将客人行李送至客房
教学难点 使用的教 具/多媒体
寄存与交付客人行李；将客人行李送至客房
多媒体
/仪器/仪 表/设备等 教学方法
理论讲授与视频教学、案例分析、角色模拟
参考资料
姜文宏，李玉娟主编《饭店服务英语》北京：高等教育出版社
吴云主编《21 世纪实用饭店情景英语教程》上海：学林出版社，
教学目的
To get familiar with communication service, to get familiar with 3 dialogues.
教学重点
关于寄存服务的一些重要句型
教学难点 使用的教 具/多媒体
关于寄存服务的一些重要句型
多媒体
/仪器/仪 表/设备等 教学方法
理论讲授与视频教学、案例分析、角色模拟