酒店英语会话教案杜鹏.doc

Chapter 4 housekeeping departmentTopic 1 About housekeeping 课时：2课时一. 教学内容1) Students are required to get familiar with the functions of housekeeping department.2) Students are required to know how to make an introduction to housekeeping department.二. 教学重点、难点 教学重点Students are required to get familiar with the functions of housekeeping department. 教学难点Students are required to know how to make an introduction to housekeeping department.三. 教学目标1. 知识目标Students are required to get familiar with the functions of housekeeping department.2. 能力目标Students are required to know how to make an introduction to housekeeping department.3. 情感目标Knowing the functions or duties of housekeeping department. 四教学步骤 Learning procedures1. Background information introduction (10 mins)This department is instrumental in ensuring the cleanliness of the hotel and maintaining facilities in guestrooms offices and public areas to provide maximum guest satisfaction.2. Listening activities (20 mins)listen to a brief introduction to the housekeeping department. Then make a discussion about the following questions:1.What are the main products that a hotel produces?2.Do you agree that the housekeeping department is the backbone of a hotel? Why?3.Say something about the duties of the housekeeping staff.4.What does the phrase “satisfying the guest” mean?5.What can assure a high occupancy rate?3. Language points (15 mins)1.Is this everything, sir？ 这是全部东西吗，先生？2. Will there be anything else, sir？还有什么事吗，先生？3. Well, if you need anything else, please call room service噢，如果你有什么事，请叫房间服务。4. Let me help you with your luggage我来帮您拿行李。5. Its very kind of you to do so 你这样做使我很感激。6. Does the guest house offer any other service？宾馆里还有哪些服务项目？7. By the way, could you tell me about your hotel service？顺便问问，你能不能给我讲一下宾馆服务的情况？8. Is there any place in the hotel where we can amuse ourselves？旅馆里有娱乐场所吗？9. If you want to take a walk, you can go to the garden如果您想散步，可以去花园。10. There is a recreation centre on the ground floor在一楼有个娱乐中心。11. You can play billiards, table tennis, bridge, and go bowling您可以去打打台球、乒乓球、桥牌和保龄球。12. Would you please tell me the daily service hours of the dining room？请告诉我餐厅每天的服务时间，好吗？13. From 7:00 a.m. till 10:00 p.m. nearly serving all day long从早上七时一直到晚上十时，几乎全天供应。14. When will the bar and cafe open？酒吧和咖啡馆什么时间开放？4. Further development activities (35 mins)Make up your own dialogues about housekeeping based on the given situation:The bellman is welcoming a USA couple. He is introducing to them the housekeeping service within the hotel. The couple has some questions about the main switch and the hangers in the closet. 5. Summary and Assignments (10 mins)You are going to read a reading material about the grade of hotel. After reading, please answer this question “what service does a 4-star hotel offer?”学案：You are required to prepare for a performance about housekeeping and you can choose any topic you are interested in. 五、板书设计Useful expressions and words:cleanliness 清洁 laundry洗衣 valet洗烫chamber房间 chamber maid客房女服务员supervisor管理员课后反思：每课后的词汇是否需要在课堂内单独做领读练习并要求学生记忆，听写单词？Chapter 4 housekeeping departmentTopic 2 Showing the rooms 课时：2课时一. 教学内容1) Students are required to know how to show the rooms to your clients.2) Students are required to know the responsibility of a bellman3）Students are required to know what they should do first before showing the room.二. 教学重点、难点 教学重点Students are required to know how to show the rooms to your clients. 教学难点Students are required to know what they should do first before showing the room.三. 教学目标1. 知识目标Students are required to know how to show the rooms to your clients.2. 能力目标Students are required to know the responsibility of a bellman.3. 情感目标Students are required to know what they should do first before showing the room.四教学步骤 Learning procedures1. Background information introduction (10 mins)Greets the guest:(Good morning/afternoon, etc./Welcome to our hotel.)Finds out the identity of the guest and the room. (Can you show me your room card?)Shows the way to the guests room (Would you care to step this way, please./ Follow me, please.)Opens the door for the guest.( Here we are. May I have your key and open the door for you?)Asks for the guests opinion about his/her room. (How do you like this room?)2. Listening activities (20 mins)Listen to the dialogue. Then make up your own dialogues about showing the rooms based on the given situation：Mr. Smith leaves the elevator. The floor attendant steps forward to welcome him and show the room for him.3. Notes (15 mins)“How do you know our name?” “It was on the arrival list.”可以通过以下几种途径了解客人的姓名：luggage tags (行李标签)registration desk (住店登记处)arrival list （来客单）restaurant reservations （餐厅预订）credit cards （信用卡）asking the guest what his/her name is. （直接询问其姓名）convention or meeting name tags （会议用姓名标牌）The room attendant precedes the guest into the room. 客房服务员将客人领进房间。客房服务员（或应接员bellman）为新来客人打开房门后自己应先进客房，一则是可避免新客万一走错房间与房内客人照面的尴尬场面，二则是春秋冬季的下午或黄昏、晚上房内较暗，而无人的空房中是不亮灯的，服务人员先进去开灯，可免去客人不便4. Language points (15 mins)Whats your room number, please？请问您的房间号码？And by the way, could I have a look at your room card？顺便问一句，我可以看一下您的房卡吗？How do you like this room？您觉得这个房间怎么样？Its also quite spacious房间也很宽敞。Do you mind if I put your luggage by the wardrobe？我把您的行李搁在衣柜旁边好吗？5. Further development activities (20 mins)Read the dialogues and make your own dialogues about showing the rooms with your classmates. You are going to read the reading materials. After to read the reading materials, please answer this question “what is the busiest season of hotel business according to the reading materials?”6. Summary and Assignments (10 mins)You are required to prepare for a performance about showing the rooms and present it at the beginning of the next period of class. Pair works: One student asks about the hair salon or beauty parlor near the hotel. The other student gives detailed information. 学案：A guest wants to know something about the caf and Korean barbeque restaurant and some sauna and massage service. The bellman should answer these questions and introduce them to the guest.五板书设计Useful expressions: Did you have a nice trip?Welcome to the _ floor.arrival list baggage cozy课后反思：学生在表演展示客房时，虽然已经假设了客房设施，但仍缺乏直观性，考虑是否在客房实验室上课。Chapter 4 housekeeping departmentTopic 3: Introducing equipment functions 课时：2课时一. 教学内容1. Students are required to know some equipment in a hotel room.2. Students are required to know how to teach the client to use the equipment in his/her room.二. 教学重点、难点 教学重点Students are required to know some equipment in a hotel room. 教学难点Students are required to know how to teach the client to use the equipment in his/her room.三. 教学目标1. 知识目标Students are required to know some equipment in a hotel room.2. 能力目标Students are required to know how to teach the client to use the equipment in his/her room.3. 情感目标how to use the equipment in clients room.四教学步骤 Learning procedures1. Background information introduction (10 mins)Do you know the following equipment ?air conditioning dressing table stools luggage rack table lamp2. Listening activities (20 mins)Listen to the dialogue. Then Make up dialogues about equipment functions.adjuster n.调节装置wardrobe n. 衣橱，衣柜3. Language points (15 mins)1) Heres the light switch这是电灯开关。2) Heres the closet and theres the bathroom这儿是壁柜。这儿是洗澡间。3) Is there a place where we can listen to some music？有听音乐的地方吗？4) Its jolly good！这太好了！5) And where can I have my laundry done？脏衣服送到哪里去洗？4. Further development activities (35 mins)1) Make up your own dialogues about equipment functions based on the given situation:A guest has some trouble in controlling the air-conditioning, TV sets, and the table lamp does not work very well. The bellman should solve the problem immediately, and make him satisfied. 2) Please point out the room facilities of the hotel mentioned in the reading material.5. Summary and Assignments (10 mins)1) You are required to prepare for a performance about introducing the room facilities and present it at the beginning of the next period of class. 2) Pair works: One student asks about the bathroom provisions (shampoo, foam bath, comb, shower cap and toilet paper) in the hotel. The other students gives detailed information. 学案：As a bellman, you should introduce the facilities of the room, including room facilities, room provisions and bathroom provisions.五板书设计Useful expressions: Can you send someone up?It doesnt work. Let me have a look at it.Dont worry.课后反思：今天对于酒店客房设备的介绍，词汇量太多，熟悉和记忆词汇占去一节课时间，学生展示时间还是不够，男生表达能力弱，表现欲望不足。Chapter 4 housekeeping departmentTopic 4 Cleaning the room 课时：2课时一. 教学内容1. Students are required to know the importance of room cleaning to a hotel.2. Students are required to know the types of work in this section.3. Students are required to know the steps of cleaning the room.二. 教学重点、难点 教学重点Students are required to know the steps of cleaning the room. 教学难点Students are required to know the types of work in this section.三. 教学目标1. 知识目标Students are required to know the steps of cleaning the room.2. 能力目标Students are required to know the types of work in this section.3. 情感目标Students are required to know the importance of room cleaning to a hotel.四教学步骤 Learning procedures1. Background information introduction (10 mins)1）What is Turn-down service?2）Get to know the tools used for cleaning the roomtrolleymops and detergentssheets and mattress doorframerubber gloves curtain2. Listening activities (20 mins)Listen to the dialogue. Make up dialogues about room cleaning based on the given situation:The room maid telephoned the guest about the time for room cleaning and the guest asked her to come later after he came out for having supper. She accepted it and went for cleaning the room at 6:30 in the afternoon.3. Notes (15 mins)1. make up the room2. request; on request3. Shall I get you a doctor?4. tidy up ( would you tidy up a bit in the bathroom?)5. We do appreciate your putting our room first.“do”在这两句中是强意词，强调其后的主要动词（注意：do不可修饰情态动词）。这种强调结构只用在肯定句及祈使句中，用与祈使句时，表示强意请求，而不表示命令。4. Language points (15 mins)Housekeeping. May I come in？我是客房部的，可以进来吗？ When would you like me to do your room, sir？您要我什么时间来给你打扫房间呢，先生？May I do the turn-down service for you now？现在可以为您收拾房间了吗？Could you come back in three hours？你能不能过3小时再来整理？Certainly, madam. Ill let the overnight staff know当然可以，女士。我会转告夜班服务员。Would you tidy up a bit in the bathroom？请整理一下浴室好吗？Its growing darkWould you like me to draw the curtains for you？天黑下来了，要不要我拉上窗帘？Is there anything I can do for you？您还有什么事要我做吗？5. Further development activities (20 mins)1）Read the dialogues and make your own dialogues about showing the rooms with your classmates.2）You are going to read the reading materials. then answer the question “ who is the most important people in a hotel?” according to the reading materials?6. Summary and Assignments (10 mins)1）read the dialogue and try to use the information to make a three-minute group presentation.key words: request, clean, replace, get the room ready, etc.2）The room maid came for cleaning the room at the right time, only to find the guest is about to go out for dinner. The room maid asked for permission to clean the room. She also suggested that the guest put those valuables to the front desk学案：A discussion after class:Try to find out other situations at the time of room-cleaning, the focus is to put in the problem-solving, and hand in your discussion report.五板书设计Useful expressions: Ill be there as soon as I finish this one.I have a section of _ rooms.Just let us know what you need, and if we can, well oblige.May I clean your room now?May I replace_? 课后反思：有学生提出今后她们的职业方向不是酒店客房，理由是她们对酒店前厅和餐厅更感兴趣，是否需要给她们添加前厅和餐厅的重点内容（特别是词汇和术语）Chapter 4 housekeeping departmentTopic 5 Laundry service 课时：2课时一. 教学内容1.Students are required to get familiar with the laundry service and common laundry complaints.2.Students are required to know how to deal with guestscomplaints and offer a quality service二. 教学重点、难点 教学重点Students are required to get familiar with the laundry service and common laundry complaints. 教学难点Students are required to know how to deal with guestscomplaints and offer a quality service三. 教学目标1. 知识目标Students are required to get familiar with the laundry service and common laundry complaints.2. 能力目标Students are required to know how to deal with guestscomplaints and offer a quality service.3. 情感目标how to deal with guestscomplaints and offer a quality service.四教学步骤 Learning procedures1. Background information introduction (10 mins)Teachetrs introduction to the laundry service.1) Laundryman comes to the guest room to collects laundry.2) Guest fill in the laundry list.3) After laundry, clothes will be delivered to the guest room.Laundry service types.1) Same-day service (collected by 11:00; returned on the same day.)2) Express service (collected all day and returned within four hours; with 50% extra-charge)3) Next day service (collected after 11:00; delivered before 19:00 next day.4) Express pressing service (collected all day and returned within 1 hour.)2. Discussion & presentation (20 mins)topicsA laundry-damaged coatA laundry worker is workingLaundry room3. Listening activities (15 mins)Listen to the dialogue twice and answer the following questions. 1) Why did Mr. Brown call the Hose keepin department?2) What happened to Mr. Browns suit and what would he do?listen to the tape again and make up a dialogue according to the given situation.Situation： Misdelivering the laundry4. Notes (15 mins)1) Good morning, Laundry Department. Can I help you? 2) My sweater has shrunk.3) The collar is a bit scorched.4) Will you please fill in this laundry form?5) Ill send some one to pick up your laundry, sir.6) Sorry, maam, we cant launder embroidered items. And we cannot be responsible for any damage. 5. Further development activities (20 mins)Make up a dialogue based on the given situation. Situation :G: You are a guest. You complain about the laundry service in the hotel for your clothes have been misdelivered for two times.C: You are a hotel clerk in the Housekeeping department. Try to deal with it right away and make sure to reach a desirable result. 6. Summary and Assignment (10 mins)Laundry servicewashing 水洗dry-cleaning, 干洗 ironing烫 mending 缝补 hand-washing 手洗sew on a button 钉扣子1)You are a guest . You are calling about your laundry, which was collected 5 days ago. 2)You are a hotel clerk in the Housekeeping department. Receive G and work out a satisfying resolution.学案：Make up a dialogue between a guest and a laundrywoman based on the situation of being overcharged with laundry service.五板书设计Laundry servicewashing 水洗dry-cleaning, 干洗 ironing烫 mending 缝补 hand-washing 手洗sew on a button 钉扣子课后反思：洗衣服务的重点应当是各种不同原材料衣服的英语表达，以抄在黑板上要求学生记忆，下次课要求学生听写。要求学生自己查音标，学生没有做。Chapter 4 housekeeping departmentTopic 6 Maintenance Service in the Guest Room 课时：2课时一. 教学内容1. Students are required to be familiar with the maintenance service in a hotel.2. Students are required to know how to offer a good maintenance service.二. 教学重点、难点 教学重点Students are required to be familiar with the maintenance service in a hotel. 教学难点Students are required to know how to offer a good maintenance service.三. 教学目标1. 知识目标Students are required to be familiar with the maintenance service in a hotel.2. 能力目标Students are required to know how to offer a good maintenance service.3. 情感目标how to offer a good maintenance service. We are always at your best service.四教学步骤 Learning procedures1. Background information (10 mins)Hotel employees should appear organized and work as a team.A plan to do maintenance work in the future is usually of two types and that is scheduled maintenance and preventive maintenance. Scheduled maintenance is that type of work that requires longer durations to complete, planning of manpower and tools and materials required, co-ordination with other trades and possibly outside contractors2. Discussion and facilities recognition (20 mins)Activities: facilities introduction1. Discuss some specific maintenance work in a hotel.2. Look at the following pictures, and have a discussion with two in a pair.3. Two or three groups are chosen to make a presentation about their discussion.3. Listening activities (15 mins)Listen & answer 1) What is wrong with the toilet in Room 3103 and what is the guest name?2) Is there any thing else to be repaired?Oral practiceListen to the dialogue again and repeat, paying attention to the fluency and tone of ss voice.4. Notes (10 mins)1). There is a terrible smell in my bathroom.2). My toilet overflowed.3). My sink/ceiling is leaking.4). The picture is wobbly5). The air conditioner /refrigerator/heating system/TVisnt working.5. Further development activities (30 mins)Make up a dialogue based on the given situation with your partner and act it out.G: You are a guest. You complain that the toilet bowl flushes.C: You are a hotel clerk. You get the necessary information and promise to have it fixed by a plumber in 5 minutes.Presentation: What role do you think the Housekeeping Department plays in a hotel? We