饭店英语教案.doc

旅游专业英语饭店英语Foreword: Good morning everybody! Im so glad to see you again in the new year. We will learn New English for Hotel together in this term. Just like before, I hope every can study hard and ask more questions to me, lets make progress with each other and you can meet the needs of your job in the future with a fluent English. There are some different from Guiding English with English for hotel. There no such new words in hotel English and some sentences easily be repeated, so you should practice these sentences hardly and can communicate with different people in different situation. The content of hotel English conclude two parts: one is situational dialogues which about business of different part of a hotel, the other is some theory about this industry. The former is more important than the later. The most important goal is open your mouth to speak and communicate with others. So I hope all of you can master this important ability and practice it by heart.前 言：各位同学早上好，非常高兴在新年里再次和大家见面。这学期我们将一起学习宾馆英语。和以前一样，希望大家认真练习，多问问题，让我们一起进步也希望你们将来能以一口流利的英语适应工作的需要。 宾馆英语和导游英语有一些不同，宾馆英语里没有太多的生词，很多句子都是重复的，所以同学们可以把这些句子记熟了这样就可以在不同的场合和不同的人来交流。 宾馆英语包括两大部分的内容，一部分是业务方面的情景对话，另一部分是关于这个行业的理论性文章。当然情景对话部分的内容是比较重要的，我们最重要的目的就是让你们拥有流利的英语口语。 希望大家用心学习，熟练掌握这项重要的技能。Content before class: review of hotel industry1. What Is a Hotel.A. Listen to the tape, decide what each short conversation is about and mark () where appropriate.CommercialHotelResortConventionHotelMotelAirportHotelInquiry 1Inquiry 2Inquiry 3Inquiry 4Inquiry 5B. Listen to the tape and fill in the blanks with the words or phrases you hear. A hotel is a home away from home for all the traveling guests who need rest, food, and drink .A hotel will enjoy greater financial success only with the greater satisfaction the guest receive from their home away from home .C. Listen to the tape and match the jobs in Column A with the departments in Column B. A B 1. chambermaid A. Front Office Department 2. receptionist B. Finance Department 3. Room Service waitress C. Housekeeping Department 4. chief cashier D. Food and Beverage DepartmentD. Listen to the tape again and complete the following conversation with the information you hear.Man (M): What do you do in the hotel?Woman (W): I am a chambermaid in the Housekeeping Department.M: What are your duties?W: Well, my duties include making sure that the rooms are clean and in order . But next week I will be working in the Food and Beverage Department.M: What are you going to do there?W: I will be a Room Service waitress. I will note down orders from guests and take food trays up to their rooms. And whats your job?M: I used to be a receptionist in the Front Office, and now I am working in the Finance Department as a chief cashier.W: And what are your responsibilities?M: I am responsible for paying out and receiving money.W: Oh, thats a challenging job.E. Now try to discuss as many types of hotels as possible in your city and discuss their differences in function.2How to Enter the Hotel World Dialog 1. We Have a Dream(Two college students of Tourism Management Dept. are going to have their internship in a hotel. Now they are talking about their career and ambition)A: Its lucky that we are going to work at Witz Hotel together from tomorrow on. We are to create a home away from home for all the traveling guests with our own hands.B: You bet. Thats the aim of the hotel business and the mission of the hotel staff.A: Besides, a hotel is called a mini-United Nations. We can meet and serve people from all walks of life.B: And from all over the world. That makes us feel proud, doesnt it?A: Right you are. But I am worrying how to satisfy every guest.B: No worry, boy. Just remember what our teachers said-be neat and smart in appearance, courteous to everyone, and cooperative with co-workers.A: The most important quality is a real liking for people and a warm desire to help them.B: To tell you the truth, I hope some day I will become a manager, even the general manager.A: So do I. But can you tell me what management is?B: Management means to get things dome by the right people. Hotel management is hotel service management. Golden management hatches golden service.A: OK. On the other hand, the success of management depends on the service of all employees. Service is the essence of our career.B: Rome was not built in a day. So lets work still harder.A: And realize our dream.Dialog 2. A job-hunting Interview(The Human Resource Manager, with the interviewees resume in his hand, is now giving her an interview.)Manager (M): Miss pen, sit down, please.Interviewee (I): Thank you.M: Now, please tell me why you want to work in a hotel.I: I enjoy working with people. In a hotel, I can service different people and fulfill their requirements. In return, my guests are friendly tome and this makes me happy.M: But why do you choose to work in our hotel?I: Well, yours is a famous five-star joint-venture hotel. Its managerial system fits me well. Thats the reason I choose to come here.M: Your resume shows that you worked as a junior supervisor some time. Whats your understanding of a supervisor?I: In one word, a supervisor is the linking pin between the people who do the job and the people who set the hotels goals.M: Then, what is a good supervisor in your opinion?I: To my knowledge and experience, a good supervisor should be firm and play fair, rely on the team work and fulfill the guests reasonable requirements with respect and efficiency.M: Mm. Now I have asked you many questions. Do you have anything to ask me?I: Well, may I know something about the salary package?M: The starting salary for the first three months is 3,000 yuan RMB, plus bonus and meals. Therell be periodical increase based on your job performance and hotel policies.I: Thats quite reasonable.M: One more thing, when will you be available?I: Anytime next week will do.M: OK. Well let you know our decision within five days. Thank you for coming.I: Thank you for your time, sir.A: Listen to the tape and tell:1. the aim of a hotel2. the reason why a hotel is called a mini-United Nations3. the most important quality the hotel staff must have4. the definition of management5. the relation between service and managementB: Answer the interviewers question in a more appropriate way.1. Interviewer: Could you tell me something about your education background? Interviewee: Heres a copy of my resume. Just refer to it, please. 2. Interviewer: Why do you want to work in a hotel?Interviewee: Because I am out of job. I come here to try my luck. 3. Interviewer: Why do you choose to work in our hotel?Interviewee: Just because I saw your ad. in the newspaper. 4. Interviewer: Thank you for coming.Interviewee: You are welcome. 3. Summary of Our WorkThe hotel Industry1. What is a hotel? At first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation. The hotel of today is a highly organized commercial entity, which consists of many departments and there are five most essential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division.2. What services and facilities does a hotel provide?Besides accommodations, food and beverages, such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and beauty parlors.3. Why do we say that serving guests is indeed an art?Service is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we say service first and guests foremost.4. ConsolidatinA: Role-playStudy the lists given below:1. What are your long-term and short-term goals?2. What do you feel are your greatest strength and weakness?3. Why should I hire you?4. Describe your most rewarding job experience.5. What do you do in your spare time?B: Decide what types of hotel you would recommend to the following persons:Commercial hotel resident hotel convention hotel resortMotel boatel bed-and-breakfast inn airport hotelGuest A: Id like to do business in your city and try to sell this new washing machine.Guest B: Im flying from your city to New York early tomorrow morning.Guest C: Ive been hitch-hiking from Beijing to your city. Are there any cheap places where I could stay overnight?Guest D: Im arranging the Annual Conference of American Hoteliers.Guest F: My wife and I would like to spend a weeks holiday at the seaside.5. Homework: Prepare an interview. (A hotel wants to hire a front office employee)Unit one Making Reservation1. Warming-up Exercises (P3)(1) Read and Translate the foreword.(2) Exercise 1. Look at the Reservation Form below, what information should you get from a guest when handling a reservation?(3) Exercise 28(All of these need asking some students to answer.)2. What to do in handling room reservations (MP3 Rr 8:16”-14:48)A. Listen to the tape, decide what each short conversation is about and mark () where appropriate. (把表格画在黑板上，放录音，让学生回答)Room typeNo. of NightsDateRoom RateConversation 1Conversation 2Conversation 3Conversation 4Conversation 5B. Listen to the tape and fill in the reservation form with the information you hear.Name Mr. Arrival Date Mrs. No. of Nights Miss. Address Telephone No. of Persons Single Double Twin Suite Rate Remarks C. Listen to the tape again and complete the following conversation with the information you hear.Receptionist (R): Witz Hotel. ?Customer (C): I reserve a single room for . R: , sir. Your , please?C: April 19th.R: Well, .Ah, yes, we do have a single available. May I have ?C: Alexander Moore. That is, A-L-E-X-A-N-D-E-R for Alexander, and M-O-O-R-E for Moore.R: Thank you, Mr. Moore. Could I have your , please?C: I live in No.32, Hill Street, Los Angeles, USA. And my telephone number is 6219,934. By the way, how much is it?R: Fifty dollars per night, including .C: I see. One more thing, I am a vegetarian. Maybe I am about food.R: , sir. Well of it.D: Now try to discuss what musts are included in handling a room reservation.3. How to Handle Room Reservations（1）. 教材上的四段对话。（2）. 练习上的有录音的两段对话。AListen to the dialogs carefully, and tell 1. What types of rooms the hotel provides. 2. How to find out when the guest wants a room.3. How to find out when the guest wants a room.4. How to confirm a reservation.5. How to conclude a reservation.B: Fill in the group reservation form with the information you learned from Dialog 2.GROUP RESERVATION REQUESTDate of Arrival: Number of Nights: Time of Arrival: Persons: Guestrooms: Single Double Suites: Junior Deluxe Name of Applicant: Name of Group: Rate:Single: 400 yuan RMB Double: 640 yuan RMBJunior Suite: 720 yuan RMB Deluxe Suite: 1,100 yuan RMBCheck-out time: 12:00 noonReservations held until 6:00 PM unless an advanced deposit of one days rate has been received.Received by: C. Say the following in a more courteous way1. Whats your name?2. We cant arrange any room for you since the hotel is full.3. Just a minute, Im busy now.4. Thats our cheapest room.4. Summary of Our WorkRoom ReservationReservations are an important Front Office function because most guests make arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.There are six main steps involved in the reservation process. First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system. Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms. Third, the reservationist creates a telephone number, the number of people in a guests party, the expected time of arrival, and any special requirements. Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed. Finally, the reservationist produces management reports that summarize daily reservations activities.There are several types of room reservations in our business. For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation. In doing so, guests agree to pay for their rooms even if the rooms are not used. The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival. Otherwise the reservations are non-guaranteed. While there are several types of guaranteed reservations, the most common way is the credit card guaranteed reservations, where the hotel keeps records of the guests credit card account number.The third type is confirmed reservations. It details the intent of both parties and includes the material points of the agreement. If the reservation is made earlier enough, the hotel may mail the guest a written confirmation, which the guest is expected to produce at registration.Hotel may also establish other ways of reservations for their own use, based on criteria such an type of guest or source of reservation. Examples include VIP reservations, convention delegate reservations, travel agent reservations, and paid-in-advance reservations. All these belong to the fourth typehotel-specific reservations.Answer the following questions. (ppt)1. Why is reservation an important front office function?2. Please explain the main steps in a hotel reservation.3. What should be include in a reservation record?4. What is the difference between a guaranteed reservation and a non guaranteed reservation?5. How can a guest obtain a guaranteed reservation?5. Consolidation (ppt)Role play:Make up a conversation to match the detail in the following.(1). Name:(2). Persons: 2 adultsType of accommodation required: One twin-beds-roomRate: 688yuan RMBArrival Date: April 24th, 2006Departure Date: April 26th, 2006Phone Number: Payment Instructions: American ExpressRemarks: May stay one extra nightReceived By: Reading of Unit One Hotels in the World Notes to the Reading1. World Tourism Organization 世界旅游组织2. inventory of rooms 客房数量3. occupancy (饭店)客房占用率，客房出租率4. room rate 房价5. bargaining power 讨价还价的能力6.tour operator 旅游经营者，旅游批发商7. economic recession 经济衰退8. shark 鲨鱼9. For the big the future is rosy. 规模越大，前景越好10. Hospitality Franchise System 饭店特许经营制度 Franchise agreement 特许协定 Franchise fee 获得特许权的购买费 Franchisee 特许权承受者 Franchisor 特许权让渡者11. compete on equal terms with 在同等条件下竞争12. star ratings 旅馆星级13. budget traveler 经济型旅游者 Budget hotel 廉价旅馆 Budget-minded client 计较旅游开支的客人14. product segmentation (市场)与产品有关的分类 Market segmentation 市场类别，市场分割15. membership 会员资格16. country hotel 乡村旅馆17. prestige hotel 有名望的旅馆 ExercisesI. Questions for discussion1. What role do hotels play in the tourist accommodation?2. What is the major trend of the hotel groups in recent times?3. What is a hotel chain?4. How do independent hotels make them more competitive?II. There are some abbreviations used in a business letter. Match the abbreviation on the left to the full words on the right.1. Cc a. Post Scripts (附言)2. P.S. b. Doctor (博士) 3. P.P. c. Carbon copy （抄送，抄至） 4. Dr. d. Per Por （代签）5. Prof. e. Professor （教授）6. Encl. (Enc.) f. Enclosure （附件） 7. Messers g. Attention line （亲阅） 8. Attn. (Att.) h. Messieurs （先生们）IVTranslate the followin