酒店服务英语教案

酒店服务英语教案酒店服务英语教案UnitoneRoomReservation1.SectionIIntroduction(2periods)Content2.SectionIIConversationandPracticing(2Periods)Thestudentsshouldbeableto:1.identifythewaysofmakereservationsAims2.Makereservationsforgueststhroughtelephone.1.words,phrasesandsentences2.structurestudyImportantand3.usefulexpressionsdifficultpoints4.makeadialogueaboutroomreservationSectionIIntroductionSectionIIConversationandPracticing1.Pre-classWork:2.introducethelessons1.Dividingthestudentsintogroupsoftwo2.Offeringthesituations3.actingoutandcomments4.AssignmentProcedureandmethodsUnitoneRoomReservation1.Introduction:howtomakeareservationExample:AlongdistancecallreservationScene:HenryBellowandMargaretBellow,anAmericancoupe,aregoingtospendtheirholidaysinChina.NowMr.BellowismakeareservationatHuaitianHotelthroughalongdistancecall.Preservationist-----BellowR:ShanghaiHuatianHotel.ReservationDesk.CanIhelpyou?B:IamcallingformNewYork.I’dliketoreservearoominyourhotel.R:whatkindofroomwouldyoulike,sir?Wehavesinglerooms,doublerooms,suitesanddeluxesuitesinJapanese,British,Roman,Frenchandpresidentialstyles.B:ABritishsuite,please.R:Wouldyoulikebreakfast?B:No,thanks.R:canyougivemeyourname,please,sir?B:HenryBellow.R:thankyou,MrBellow.Andyourarrivalanddeparturedates?ththB:fromMay26toMay29

thR:verywell,Mr.Bellow.ABritishsuitewithoutbreakfastfromMay26thtoMay29.AmIcorrect,MrBellow?B:yes,thankyou.Onemorething,couldyoutellmehowtoguaranteemyreservation?R:I’lljustneedyourcreditcardnumber,andI’lltakecareoftherest.B:card.No.1724,4018,2273,1868.R:thankyou,MrBellow.You’llbeexpectedtobeherethen.B:That’sfine.Thankyou,madam.Good-bye.R:GoodBye.2.FunctionstudyConnectingtelephonecalls.1)招呼语:Goodmorning.ThisisHuatianHotel.Roomnumber,please.2)请对⽅等候Justaminute,please.I’llputitthroughto…Holdthelineplease.I’llconnectyouto…3)听不清I’msorry,Ican’thearyou,andcouldyouspeakabitlouder?Couldyourepeatthat,please?4)占线I’msorry.Theextensionisbusyrightnow;willyoutrythecalllater?5)受话者不在Sorry,Mr.Bellowisnotinrightnow.Wouldyoucallback?6)打错了I’mafraidyou’vegotthewrongnumber.3.情景剧表演,role-play,Situation:Client:yournameisBillBrown.You’dliketobookasingleroomndrdwithshowerforOctober2and3.Hotelemployee:Youanswerthephoneandacceptthebooking.Makeadialogaccordingtothissituation.4.Usefulexpressions:1)Findoutwhattheclientwants:-whatkindofroomwouldyouliketohave?-doyoupreferbathofshower?-wouldyoulikebreakfast?-howlongdoyouplantostay?-couldyouletmeknowhowlongyouwillbestaying?2)Acceptingabooking:-Icanbookyouaroomforthefirstandthesecond.

-wecanconfirmaroomforMay30.-it’sfineforMondaynight.3)Refusingabooking:-unfortunately,we’refullybookedforsinglerooms.ButIcanbookyoubdouble.-Ifthereisn’tanyroom,wecanputyouonawaitinglistorwecanfindyouaroominanotherhotel.-sorry,wewon’tbeabletoguaranteeyouaroomforthefirstofMay.4)Findingoutwhotheclientis:-Canyougivemeyourname,please?-MayIknowyourname?-canyougivemeyouraddress,please?-whatisyouraddress,please?UnitTwoAttheReceptionDesk1.SectionIIntroduction(2periods)Content2.SectionIIConversationandPracticing(2Periods)Thestudentsshouldbeableto:1.registerfortheguestsAims2.receivethewalk-inguest1.words,phrasesandsentences2.structurestudyImportantand3.usefulexpressionsdifficultpoints4.makeadialogueabouttheregistrationSectionIIntroductionSectionIIConversationandPracticing1.Pre-classWork:2.introducethelessons1.Dividingthestudentsintogroupsoftwo3.givetheexample2.Offeringthesituations3.actingoutandcomments4.AssignmentProcedureandmethodsUnitTwoAttheReceptionDesk1.Introduction:howtoregistertheguestExample:TheregistrationScene:AcarpullsupinfrontofHuatianHotelandadoormangoesforwardtomeettheguestsopeningthedoorofthecarforthem.Dm:Goodevening,sirandmadam.Welcometoourhotel.

MrBellow(B):Thanks.Goodevening.Dm:I’mthebellman,MrBellow.SoyouhavegotaltogetherfourpiecesofbaggageB:Yes.Dm:TheReceptionDeskisstraightahead.Afteryou,please.Receptionist(R):Goodevening.WhatcanIdoforyou,sir?B:IreservedaBritishsuitethreeweeksago.I’mHenryBellow.R:Justamoment,please,MrBellow.I’llcheckthearrivallist.,CouldIseeyourpassports,please?Thankyousir.Andwouldyoumindfillingintheregistrationform?B:Iwilltakecareofit.Hereyouare,isitallright?R:yes,thanks.Howareyougoingtopay,incashorbycreditcard?B:couldIpaywithtraveler’schecks?R:certainly.Here’sthekeytoRoom908andyourroomcards.Pleasekeepthem.Andthebellmanwillshowyouup.Haveaniceevening,sir.Andenjoyyourstay.B:thankyou.2.FunctionstudyGreetingsandGettingAcquainted,初次见⾯。Howdoyoudo?Gladtomeetyou.Pleasetomeetyou.Nicetoseeyou.Goodmorning,sir!Welcometoourhotel,madam!,熟⼈见⾯Goodafternoon,Mr.Black.Nicetoseeyouagain,Mrs.Black.Howareyou,MissSmith?Howisyourfamily?Haven’tseenyouforalongtime.Howareyougettingalongthesedays?Itisaniceday,isn’tit?Howisyourworkgoing?How’severythinggoingwithyou?Howdoyoulikethecity?,结识:Thisisourmanager,Mr.Wang.ThisisMrs.Chu.Mary,I’dlieyoutomeetmyparents.Allowmetointroducemyself.MynameisLiPing.Excuseme.MayIknowyourname,sir?3.情景剧表演,roleplay,Client:you’dlikeasingleroomforthisevening.Youhavenoreservation.

HotelEmployee:itis9:00inthemorning.Youcanlettheclienthavearoom.It’s120Yuan.Givetheclienthiskey.TheroomisNumber305.TheBellmanwillshowtheclientup.4.Usefulexpressions:1)Gettinginformationfromtheclientaboutareservation:-doyouhavealetterortelexconfirmingthereservation-haveyoumadeareservation?-I’msorry,butIhaven’tgotanyrecordofthat.-wouldyoulikemetogetyouaroominanotherhotel?-wouldyoulikemetocallanotherhotel.2.Registeringtheclient:-wouldyouliketoregister,please?-willyoupleasefillinthisform?-kindlysignyournameonthiscard,please?-mayIseeyourpassport,please?-doyouhaveanyidentification?3)Givetheclienthiskey,androomnumber:-hereisyourroomkey,pleasekeepit.-yourroomnumberis901.UnitThreetheBellman1.SectionIIntroduction(2periods)Content2.SectionIIConversationandPracticing(2Periods)Thestudentsshouldbeableto:1.introducehotelservicesAims2.bookticketsforguests1.words,phrasesandsentences2.structurestudyImportantand3.usefulexpressionsdifficultpoints4.makeadialogueaboutintroducingHotelServiceSectionIIntroductionSectionIIConversationandPracticing1.Pre-classWork:2.introducethelessons1.Dividingthestudentsintogroupsoftwo3.givetheexample2.Offeringthesituations3.actingoutandcomments4.AssignmentProcedureandmethodsUnitThreetheBellman1.Introduction:howtointroducehotelservicesExample:IntroducingHotelServicesScene:TheBellman(BM)doesservicefortheBellows.BM:Goodafternoon,sirandmadam.I’mthebellman.B:Goodafternoon.BM:verygladtohaveyouhere,letmecarryyourbaggage.Thisway,please.B:couldyoutellussomethingaboutyourhotelservices?BM:Certainly,sir.Oursisafirst-ratehotelandchosenasthefavoriteplacetostaybyVIPs,officialguestsandbusinessmanformmanycountries.Thereareover300roomsof

internationalstandard,allspaciousandairy.TherearefourChineserestaurants,adeluxeWestern-stylerestaurant,largeandsmallbanquethalls,abar,a24-hourcaféandanindoorpatiowithdrinks.M:howaboutotherservices?BM:alsoavailableareabeautysalon,abarbershop,asouvenirshop…B:haveyougotanindoorswimmingpoolhere?BM:yes,itisonthefirstfloor.Andwe’vegotabilliardroomandabowlingroomaswell.Theyarereadytoservetheguestsattheirconvenience.thHereweare.Pleasetakethiselevatortothe9floor.ThefloorattendantwillmeetyouthereandshowyoutoRoom908.I’lltakethebaggageelevatorandgetyourbaggageuptoyourroom.B:thankyou.Seeyouthen.2.FunctionStudyOfferinghelp1,、客套话:CanIhelpyou?MayIhelpyou?WhatcanIdoforyou?CanIdoanythingforyou?IsthereanythingIcandoforyou?MayIbeofanyservicetoyou?2).征求对⽅意见:ShallIcarrythesuitcaseforyou?ShallIshowyouyourroom?MayIleadtheway,sir?Wouldyouliketohaveabrochureofthehotel?Wouldyoulikemetosendatelexforyou,sir?3).不必询问对⽅意愿。LetmegiveyouahandLetmetellyouaboutit.3.情景剧表演,roleplay,Situation:Clint:Youhaveregisteredandgotthekey.Youareinterestedinthehotelservicesandaskthebellmanaboutthem.Bellman:Youcarrythebaggagefortheclientandshowhimuptotheroom.Pleasemakeadialogueaccordingtothissituation.

4.Usefulexpressions:1)Showingtheclientstotherooms:-afteryou,please.-thisway,please.-let’staketheelevatoruptothesecondfloor.-theroomisattheendofthecorridor.-hereweare.2)Carryingthebaggagefortheclient:-leaveittome.Letmecarryitforyou.-mayIhelpyouwithyoursuitcases.-allowme,please.-hereisyourbaggage.Pleasecheckandseeifit’sallright.UnitFourAttheInformationDesk1.SectionIIntroduction(2periods)Content2.SectionIIConversationandPracticing(2Periods)Thestudentsshouldbeableto:1.delivermailsandmessagesforguestsAroducesomescenicspots3.showtheway1.words,phrasesandsentences2.structurestudyImportantand/doc/6roducesomescenicspotsSectionIIntroductionSectionIIConversationandPracticing1.Pre-classWork:2.introducethelessons1.Dividingthestudentsintogroupsoftwo3.givetheexample2.Offeringthesituations3.actingoutandcomments4.AssignmentProcedureandmethodsUnitFourAttheInformationDesk1.Introduction:howtodothemailserviceExample:MailServiceR:Goodafternoon,sir.B:Goodafternoon.Couldyou,please,mailaletterforme?R:Yes,sir.Haveyoustuckonthestampsyet?B:No.Ineedtobuysome.R:IsittoSanFrancisco?B:yes,itis.

R:howwouldyoulikeittobemailed?B:justbyordinaryairmail.R:MayIhaveyourletterweighed?B:yes,ofcourse.Hereyouare.R:itisoverweight.TenYuan,please.B:thankyou,hereitis.R:Hereareyourstamps.Pleasestickthemonthefrontoftheenvelope.B:Allright.Onemorething,I’dliketosendanE-mailtoNewYork.Canyouarrangeitforme?R:Oh,yes,sir.WouldyoupleasegototheBusinesscenter,wheresuchserviceisprovided?B:Well,I’llbegoingthere.Thankyoufortheinformation.R:youarewelcome.IntroducingsomescenicspotsScene:theBellowsplantogoaroundtown.Thereceptionistgivesthemsomesuggestions.R:Goodmorning!B:Goodmorning!Todaywecanaffordawholedayforsightseeing.CouldyoutellussomeplacesofhistoricalinterestinShanghai?R:HaveyoueverbeeninShanghaibefore?B:No,thisisourfirsttriphere.R:IamverypleasedtosuggestthatyougotovisittheYuYuanGardenandtheJadeBuddhaTemple,themainattractionsinShanghai.Theyareoftenvisitedbyforeignguests.B:Andwhyarethoseplacessopopular?R:BecausetheyareoftypicalChinesenationalstyle.TheYuYuanGardenisnotonlythepearlofshanghai,butalsocalledthe“No.1VistainEastChina.”Youcanseebeautifulpavilions,terraces,rockeriesandponds.Perhapsyouwillparticularlybeimpressedbythefinebrickcarvingsthere.B:Good,I’lltakesomepictures.Then,howaboutthetemple?R:TheJadeBuddhaTempleisoneofthefamoustemplesinChina.TherearetwowhitejadestatuesofSakyamunibroughtfromBurmamorethanahundredyearsago.M:oh,great!We’llhaveagoodchancetofeastoureyes.R:what’smore,theconstructionoftheGrandHallismagnificent.B:IthinkI’llenjoythearchitectureofthetemple,too.M:Bothplacessoundworthvisiting.Henry,let’sgo.2.FunctionStudy.Showingthedirections:ThepeacehotelislocatedonNanjingRoad,closetotheBund.Itisnotforfromhere.Itisjustnearthepostoffice.It’sbesidethesquare.You’llhavetotakeabus.Turntotheright.Gostraightdownthestreet.Getonatthesquareandthencrossthestreet3.情景剧表演,roleplay,

Situation:Client:Youarenowonthefifthfloorandwanttogotothebarber’s.Youaskabellmanhowtogetthere.Bellman:Youtelltheclientthebarber’sisonthefirstfloor.Firstshowhimwheretheelevatoris,andthentellhimwherethebarber’sis.4.Usefulexpressions:It’slocatedonNanjingRoad.It’snotfarfromhere.Itisjustnearthepostoffice.It’sbeside(infrontof,across,ontheothersideof,northof)thesquare.You’llhavetotakeabus(atrolleybus,ataxi).Turntotheright.Gostraightonuntilyougettothecrossing.Gostraightdownthestreet.Geton(off)attheSquareandthencrossthestreet.UnitFivetheCashier1.SectionIIntroduction(2periods)Content2.SectionIIConversationandPracticing(2Periods)Thestudentsshouldbeableto:1.understandforeigncurrencyexchangeAims2.knowhowtocheckout3.solvetheproblemofmis-calculation1.words,phrasesandsentences2.structurestudyImportantand/doc/6c271d68152ded630b1c59eef8c75fbfc67d9435.htmlefulexpressionsdifficultpoints4.check5.foreigncurrencyexchangeSectionIIntroductionSectionIIConversationandPracticing1.Pre-classWork:2.introducethelessons1.Dividingthestudentsintogroupsoftwo3.givetheexample2.Offeringthesituations3.actingoutandcomments4.AssignmentProcedureandmethodsUnitfivetheCashier1.Introduction:howtocheckoutanddoforeigncurrencyexchange

Example:ForeigncurrencyexchangeScene:MrBellowisattheforeignexchangecounter.HewantstochangesomeUSdollarsforRMB.B:I’dliketochangesomeusdollarsandI’dliketoknowtoday’sexchangerate.C:Accordingtotoday’sexchangerate,everyUSdollarincashisequivalentto8.32Yuan,RMB.Howmuchwouldyouliketochange,sir?B:well,I’llchangeonehundredandhere’sthemoney.C:wouldyoupleasefillinthismemoandshowmeyourpassport?B:allright.C:pleasewriteyourname,passportnumberandroomnumberontheslip,B:hereyouare.C:Thankyou.Youwillhaveitrightaway.B:ok.Willyoupleasegivemesomeone-Yuannotes?Ineedsomesmallchange.C:allright.MrBellow,hereitis.Pleasehaveacheckandkeeptheexchangememo.B:oh,yes,thanks.Bytheway,canyoutellmewhatIshoulddowiththeRMBleftwithme?C:youwillhavetogotheBankofChinaortheairportexchangeofficetochangeitbackintodollarsbyshowingthememo.B:Isee.Thanks.C:youarewelcome.Checkingo