旅游酒店英语课程教案

《旅游英语》教案一、课程性质、地位和任务本科层次的学生在完成基础阶段的学习任务，达到四级或六级水平后，都必须修读专业英语，一方面为保证大学生英语学习不断线，另一方面也是使学生所掌握的英语知识能够转化成为专业技能。旅游英语这门课属于专业选修课，是根据大学英语应用提高阶段在专业英语方面的要求而开展教学活动的，其目的是为了适应中国进一步扩大对外交流和发展出、入境旅游，培养更多的有扎实的英语专业知识又精通旅游理论的专业人才。二、课程基本要求通过对这门课程的学习，学生们可以拓展专业知识，掌握一定的专业英语词汇，熟悉旅游英语的常用表达方法，并进一步巩固英语语言基础，提高在专业领域内综合运用英语语言的能力。本课程要求学生在学习过程中主要锻炼英语的听、说、读能力，在工作中能够顺畅的与服务对象展开交流；要求学生在一定程度上掌握写作和翻译能力，在实践中发挥专业人才的作用。三、教案内容Unit1Reservation教学目的和要求：要求学生掌握在酒店服务中如何使用英语帮助客人进行预订。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions酒店服务英语的总体原则组织结构预定的常见形式预定的注意事项SituationalDialogue:AliceLiuisasecretaryinTokyo.ShecallsHiltonHotelinTianjintoreserveasuiteforherbossfromMarch22to24.Thereservationanswersthephonecallandacceptsthebooking.ReadingComprehensionTextA:Explainthefunctionofthefrontoffice.Useexamplestodescribetherelationshipbetweenroomreservationandotherdepartment.VExercisesandsummary本单元重点：电话预定本单元难点：服务人员在预定过程中的引领作用教学方法：讲授Unit2Reception教学目的和要求：要求学生能够使用英语完成登记入住服务。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions入住登记的操作流程房态支付方式IIISituationalDialogueAguestcomesuptotheReceptionDesk.HehasbookedadoubleroomforfournightsaweekagobyCtrip.Nowhewantstocheck-in.Aguestentersthehotelyouserved.Hehasnoreservation.Unfortunately,alltheroomsareoccupieduntil6:00pm.Nowitis4o,clock.Trytomakethisdealsuccessfully.IVReadingComprehensionTextA:ListdifferencesbetweenStarsandDiamonds.DescribethecurrentsituationofStarratingsinChina.IsitnecessarytointroduceDiamondratingsintoChina?TextB:Explainthefunctionofroomcategories.(Fromsupplierperspectiveandguestperspective.)WhatarethedifferencesamongPOV,OVandOF.(UseChinesetoanswer.)Whichonewillbethemostexpensive?VExercisesandsummary本单元重点：登记入住流程本单元难点：团队客人的登记入住教学方法：讲授Unit3AnswertheCalls教学目的和要求：要求学生掌握酒店接听电话的方式和类别。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions饭店总机的功能饭店总机的基本要求IIISituationalDialogueOneguestneedamorningcallforhis9:00internationalflight.Heknownothingaboutthetrafficcondition.Pleasegivesomesuggestiontotheguestandconfirmthemorningcall.Oneguestisconfusedbythechargesofthecalls.Pleasegivesomeexplanation.Include:housephone,localcall,longdistancecallandinternationalcall.ThereisaminimumchargeoffirstthreeminutesforDomesticDirectDialbutnotforInternationalDirectDial.IVReadingComprehensionTextA:翻译TextB:Differentiateamobilephoneandaportablephone.Whycellphonecanbeusedindifferentcountries?Estimatetheeffectofdigitalcameraincellphone.VExercisesandsummary本单元重点：接听电话后的正确操作方式本单元难点：叫早电话教学方法：讲授Unit4Complaint教学目的和要求：要求学生掌握应对客人投诉或抱怨的方法，以及处理措施。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions投诉处理程序处理投诉的注意事项IIISituationalDialogueMrs.Browncomplainthatthehotwaterisnotashotassheexpected.Trytodealwithit.Mr.Greenisveryunhappywiththerestaurantserviceinthehotel.Themanagerishandlingthecomplaint.IVReadingComprehensionTextA:Ifyouareanemployee,whatisyourattitudetowardthecustomercomplaints?Ifyouarethemanager,whatisyourattitudetowardthecustomercomplaints?Ifyouaretheownerofthehotel,whatisyourattitudetowardthecustomercomplaints?Howtomanagecustomercomplaints?TextB:ClassifyallthecomplaintsinPoorService.Trytoresolvestheseproblems.Shouldweinformguestssomeproblemsabouttheroomwhentheymakeareservation.VExercisesandsummary本单元重点：应对客人投诉的方法本单元难点：如何舒缓客人情绪教学方法：讲授Unit5Check-out教学目的和要求：要求学生能够使用英语完成对客人离店退宿的服务。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions结账退宿的操作流程账单上常见的缩写IIISituationalDialogueMrs.SmithisinRoom2210andsheischeckingout.Herbillis¥1250.Shewantstosettlethebillwithcash.YoufindthatthecashisnotRMBorUSDbutHKD.Asthehotelregulation,HKDisnotaccepting.Trytohelphertocheckout.MissChenhasstayedinthehotelfor4daysandsheisgoingtocheckout.ShefindsthatifshereservedbyCtripshecouldget15%discount.Nowsherequiresthediscount.Butyoufindthatshemadethereservationbytelephone.Trytodealwiththisproblem.IVReadingComprehensionTextA:Whatisaccount?Whatisfolio?Differentiateaccountfromfolio.VExercisesandsummary本单元重点：离店退宿的流程本单元难点：前台财务管理教学方法：讲授Unit6Housekeeping教学目的和要求：要求学生了解客房部的常见服务及应对措施。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions客房部部结构客房迎宾服务客房清理服务的注意事项客房设施词汇IIISituationalDialogueThebellmangreetsandshowstheguestRoom3305.Hefirstopensthedoorfortheguestandcarriesguest’sluggage.Hedrawsbackthecurtains,turnsontheTVandshowstheminibheisgoingtomakeacupofteafortheguest,theguestgiveshim¥10andthebellmanleavestheroom.Aguestasksaroomattendanttomakeuptheroomrightnowbecausehewillhavesomevisitors.Aftercleaning,heaskstheroomattendanttofetchsomefreshtowels,abottleofice,someflowersandcandles.Trytohandlethissituation.IVReadingComprehensionTextA:(1)Listthefactorswhichwillinfluencestaffscheduling.⑵HowtomakeVisualRota?TalksomethingaboutthefunctionofVisualRota.TextB:DifferentiateoverviewamongChiefHousekeeper,Asst.ChiefHousekeeperandFloorSupervisor.Differentiaterequirements,salaryandbenefitsamongstations.VExercisesandsummary本单元重点：客房服务的处理流程本单元难点：客房服务与客人关系的处理教学方法：讲授Unit7LaundryService教学目的和要求：要求学生能够使用英文完成对客人衣物洗涤服务的处理。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions洗衣服务短语IIISituationalDialogueMr.Smithwantstohaveexpresslaundryservicebecauseheisgoingtohaveameetingthisafternoon.He,dlikehissuittobedryclean.Trytohandlethis.Theguestwantstoknowhowtogetthelaundryservice.Trytoexplainservicetimeandcharges.Oneguestfindsherskirtisdamagedbywashingandasksforcompensation.Trytosolvethisproblem.IVReadingComprehensionTextA:Whylaundryqualityisimportantinhospitalityindustryaccordingtothepassage?Whatbenefitscanwegetinoperatinganin-houselaundry?VExercisesandsummary本单元重点：洗衣服务的流程本单元难点：如何处理贵重服饰的洗涤要求教学方法：讲授Unit8RoomService教学目的和要求：要求学生了解全服务酒店可以向顾客提供的各种服务。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions客房服务词汇IIISituationalDialogueMissLiuwantstohavebreakfastinherroom1878.Herorderisacupofcoffeewithsugar,onefriedegg,onesandwichesandaglassofchilledapplejuice.About10minuteslater,thewaitersendsthebreakfast.Mr.Whitewantstoknowifitispossibletohaveanextrabedforhis9yearsoldson.TheroomattendantaskshimtofilloutaformandcontractswiththeFrontDesk.Itis$20forextrabedpernight.IVReadingComprehensionTextA:Whatbenefitscanhotelgetfromroomservice?Whatisthedifferencebetweenroomserviceandfooddelivery?Whatisthedifferencebetweenlimitedfeaturehotelandluxuryhotelinroomservice?TextB:TorFVExercisesandsummary本单元重点：当客人提出不同要求时的应对流程本单元难点：婴儿看顾、宠物问题教学方法：讲授Unit9F&BService教学目的和要求：要求学生掌握餐饮服务的基本流程。教学基本内容：IListeningComprehension听力对话重点句型听力IUsefulExpressions餐饮部主要岗位西餐早餐餐饮服务的基本流程餐饮预订IIISituationalDialogueMiss.ChencallstheSunRestauranttoreserveatableforapartyofsixfor6:30thenextevening.Thehostessanswersthephonecallandacceptsthebooking.OneguestcallstheRiverBankRestauranttoreserveatablefor8o,clocktonight,andherequeststositbesidethewindow.Butthereisnotabletonight.Thehostesssuggeststheguesttochangeatimeorplace.IVReadingComprehensionTextA:DescribethecharacteristicsofChina,svariedcuisines.WhydoChinesechoosechopsticksastablewareaccordingtothepassage?ListsomedifferencesabouttablemannersbetweenChinaandwesterncountries.TextB:Whencanyoubegintoeat?Howtoeatsoup?Whensomebodyasksyoutopassthesalt,canyouuseitbeforetheonewhorequestsit?Howtoremoveinedibleitemsfromthemouth?VExercisesandsummary本单元重点：餐位预定：个人和团体本单元难点：饮食习惯及小费问题教学方法：讲授Unit10Orders教学目的和要求：要求学生掌握引导客人点菜的方法。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions西餐服务——餐具西餐服务——酒杯西餐服务——餐具摆放西餐点菜菜肴与酒水搭配IIISituationalDialogueMr.ZhangandhisfriendscometotheAmazonRestaurantandyoushowthematableinprivatehall.Mr.Greenandhiswifecometotherestaurant.Mr.Greenordersabeefsteakwhichhe,dliketobewelldoneandabeer.Mrs.Greenorderssomevegetables.IVReadingComprehensionTextA:HowtounderstandFrenchcuisine?WhatareconsideredtheessenceofFrenchcuisine?DescribetheFrenchdiningorder.TextB:WhatisthesimilaritybetweenJapanesecuisineandFrenchcuisine?ExplainwhyKobebeefcostsomuch?DescribethetypicalJapanesemethodofricepreparation.VExercisesandsummary本单元重点：点菜服务流程本单元难点：菜名翻译教学方法：讲授Unit11PaytheBill教学目的和要求：要求学生掌握结账流程。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions词汇——烹调方式词汇——酒水IIISituationalDialogueMissLiufindsthatthefishsheorderedisnotfreshandthericeisnotserveduntilshefinisheshermeal.Shecomplainsaboutthese.Thewaitergivesher20%discount.Mr.Liasksforthebillandistoldbythewaiterhehastopay1,200yuan.Mr.Lifindsthathehasneverorderedanyalcoholwhichisonthebill.ThenthebilliscorrectedandMr.Lipaysincash.IVReadingComprehensionTextA:Explainthepaymentmethodofbankcreditcard.Whatarethethreeprincipaltypesofcreditcardsmentionedinthepassage?Translatethemeasureswhicharesuggestedtobetakentoprotectyourcreditcards.Anddoyouhaveanyothersuggestions?TextB:Talkaboutthe“creditlimit”amongdifferentcards.Howmanytypesandamountofcardsdoyouneedandwhy?Fortheonlinepurchases,whichcardissaferandwhy?VExercisesandsummary本单元重点：各种付款方式的使用本单元难点：避免客人逃账教学方法：讲授Unit12OtherService教学目的和要求：概括性了解商务中心和娱乐中心的对客服务。教学基本内容：IListeningComprehension听力对话重点句型听力IIUsefulExpressions康乐中心康体设施IIISituationalDialogueMr.Brownandhisfriendscometothegymnasiuminthehotel.Theattendantgreetsthemandintroducesthefacilitiesandactivities.Theguestsareinterestedintheaerobicclassesandhopetojointheclass.Oneguestnee