饭店英语教案

Foreword:Goodmorningeverybody!Imsogladtoseeyouinthenewsemester.WewilllearnNewEnglishforHoteltogetherinthisterm.IhopeeveryonecanstudyhardandcommunicateotherswithEnglish,letsmakeprogresswitheachotherandyoucanmeettheneedsofyourjobinthefuturewithafluentEnglish.

TherearesomedifferencesbetweenCollegeEnglishandhotelEnglish.TherearenosuchnewwordsinhotelEnglishandsomesentencescanbeeasilyrepeated,soyoushouldpracticethesesentenceshardlyandcancommunicatewithdifferentpeopleindifferentsituation.

ThecontentofhotelEnglishconcludetwoparts:oneissituationaldialogueswhichaboutbusinessofdifferentpartofahotel,theotherissometheoryaboutthisindustry.Theformerismoreimportantthanthelater.Themostimportantgoalisopenyourmouthtospeakandcommunicatewithothers.

1.introduceyourselftous(name、hometown、interest)

2.Recalledthegoodolddaysduringthesummervacation

3.emphrasetheimportanceofEnglishforthehotelservice

4.Introducethesemesterlearningcontentinthisterm

Chapter1DailyReceptionServices

Lesson1：Reservation

Leadinwithquestions:Haveyoueverreservedaroomtellusyourexperience.Doyouknowthebasicprocedure

ofreceivingaroomreservation.

RoomReservation

ReservationsareanimportantFrontOfficefunctionbecausemostguestsmakearrangementsinadvanceoftheirhotelstay.AneffectivereservationprocesscanenhancetheabilityoftheFrontOfficetoplan,tocoordinate,andtostaffFrontOfficeactivities.

Therearesixmainstepsinvolvedinthereservationprocess.First,thereservationistreceivesaninquiryinperson,overthephone,inthemail,byfax,orthroughacentralreservationsystem.Second,thereservationistcomparestheinquirywithpreviousreservationstodeterminetheavailabilityofrooms.Third,thereservationistcreatesatelephonenumber,thenumberofpeopleinaguest’sparty,theexpectedtimeofarrival,andanyspecialrequirements.Fourth,thereservationistmaintainsthereservationrecordbymakinganychangesorcancellationsasneeded.Finally,thereservationistproducesmanagementreportsthatsummarizedailyreservationsactivities.

Thereareseveraltypesofroomreservationsinourbusiness.Forguestswhowanttobecertainthatroomsareavailableupontheirarrival,thehotelcanarrangeaguaranteedreservation.Indoingso,guestsagreetopayfortheirroomseveniftheroomsarenotused.Thehotelwillholdroomsforguestsstillcheck-outtimeonthedayfollowingtheexpecteddayofarrival.Otherwisethereservationsarenon-guaranteed.Whilethereareseveraltypesofguaranteedreservations,themostcommonwayisthecreditcardguaranteedreservations,wherethehotelkeepsrecordsoftheguest’screditcardaccountnumber.

Thethirdtypeisconfirmedreservations.Itdetailstheintentofbothpartiesandincludesthematerialpointsoftheagreement.Ifthereservationismadeearlierenough,thehotelmaymailtheguestawrittenconfirmation,whichtheguestisexpectedtoproduceatregistration.

Hotelmayalsoestablishotherwaysofreservationsfortheirownuse,basedoncriteriasuchantypeofguestorsourceofreservation.ExamplesincludeVIPreservations,conventiondelegatereservations,travelagentreservations,andpaid-in-advancereservations.Allthesebelongtothefourthtype—hotel-specificreservations.

Teachingaims：

1.practicethestudentslisteningability

2.practicethestudents’speakingability

3.letthestudentsmasterthebasicproceduresofreservation

Teachingfocus:

Basicprocedures:

*greetings

*dateofarrivalanddeparture

*roomtypes

*address

*telephonenumber

*conformation.

Teachingdifficult

*somenewwordsandphrases

*someusefulsentencestranslation

Capacity-buildingmethods

Readingandspeaking.Makingdialogues

Practice

1.askstudentstoreadthedialogue.

2.Havethestudentspracticethedialogue.

3.givethesituationtomakeadialogue.

(1)Youcalltoahoteltoreservearoom,buttheclerktellsyouit’salreadyfullybooked.Whatwillyoudo

(2)Makeacalltoahoteltobookaroom.Besuretomentionyourrequirements,thedateyou’llarriveandthetimeyouexpecttostay.Alsodon’tforgettoinquireabouttheprice.

Lesson2：HotelInformationandLocation、RoomDemandsandFacilities

Checkhomework

1.asktwostudentstoreadthedialogue

2.asksb.Totranslatesomesentences.

3RevisedialoguesfromLesson1.Haveseveralpairs,otherthanthepairsthatwerechoseninthelastlessontosharetheirdialogueswiththeclass.

rveiew

4. Asksomequestions

(1) thebasicproceduresofreservation.

(2) attentionpointswhenfullybooked.

*polite

*makeapologize

*givesomesuggestions.

Leadinwithquestions:

1.Whatisahotel

Atfirst,anestablishmentheldoutbytheproprietorasofferingfood,drinkand,ifsorequired,sleepingaccommodation.

Thehoteloftodayisahighlyorganizedcommercialentity,whichconsistsofmanydepartmentsandtherearefivemostessentialdivisionsnamely,theRoomDivision,theFood&BeverageDivision,theSales&MarketingDivision,theAccountingDivisionandtheMaintenanceEngineeringDivision.

2.Whatservicesandfacilitiesdoesahotelprovide

Besidesaccommodations,foodandbeverages,suchotherservicesasprovidingmoderntelecommunicationfacilities,conventionhallsandrecreationcenters,swimmingpools,bodybuildingrooms,shoppingcenters,banks,mails,bookstores,fax,flowershopsandbeautyparlors.

3.Whydowesaythatservingguestsisindeedanart

Serviceisunderstanding,anticipatingandfulfillingneedsofothers,anddoingitgraciouslyandwillingly.Whoevertheguestis,heorshemustbetreatedasaVIP.Inthissensewesayservicefirstandguestsforemost.

I.GreetingsandintroductionofhotelInformationandLocation、RoomDemandsandFacilities

IIStudythenewwords

Askstudentstoreadthenewwords,andafterlisteningtotheirreading,correcttheirwrongpronunciation.Explaintheusageofsomewordsbyexamples.

III.Introducesomebackgroundinformationandtherelatedworkingsituations.

TobeabletoKnowthebasichotelservicesandamenities

Tellthehoteldepartmentsandtheirduties

UsecourtesyEnglishwhenservingguests

Publicizethenewconceptof“GreenHotel”

IV.Explainthetextsandletthestudentstoactthemout

Atlast

1.askstudentstoreadthedialogue.

2.Havethestudentspracticethedialogue.

3.givethesituationtomakeadialogue.

thestudentscanuseexpressionstoplaytherole.Theyshouldsetupmorescenestomakedialoguesandputthesentencesintouse.

Lesson3：PricesandPayments、CheckingIn、ExchangingForeignCurrencies、AskingtheWay、CheckingOut

Checkhomework

1.asktwostudentstoreadthedialogue

2.asksb.Totranslatesomesentences.

2RevisedialoguesfromLesson2.Haveseveralpairs,otherthanthepairsthatwerechoseninthelastlessontosharetheirdialogueswiththeclass.

LearningGoals:

Tobeabletoexchangetheforeigncurrency

Changecoins

Checkout

Knowthecashier’sworkprocedure

tomastersomewordsandexpressionsaboutcheck-in,departure,payincash,paybycredictcard,check-outtime

Teachingfocus:

1．Toidentifythekindsofforeigncurrencies,creditcards,chequesandcoins

2．exchangemoney

3．Changecoins

4.Whatacashierpaysattentionto

5.CheckingIn(CheckinisanimportantfunctionoftheFrontOffice,Inthisunit,thestudentsshouldknowtheinformationincludedinregistrationforms,howtoregisterFITS,howtoregistergroupsandhowtoreceivingwalk-inguests.)

6.AskingtheWay(Whatwillyoudowhenastrangerasksyouaboutthewayinyourlimitedtime)Practice

ExcusemehowcanIgettoXidanShoppingCenter

YoucangotherebytheNo.22busandgetoffattheXidanstop.

ThebusstopisjustinfrontoftheBankofBeijingoppositeourhotel.

Justgooutofthehotelandturnleft.Thetravelagencyisjustabout100metersdowntheroad.

YoucangotoWangfujingStreetbytaxi.

Letmeshowonthemap.

TheForbiddenCityistothenorthofTian’anmenSquare.

Youcan’tmissit.

Lesson4：DepositingGoods、CollectingItems、ComplaintsandProblems、Dealingwi