导游服务礼仪电子教案（模块二）

淄博职业学院《导游服务英语》课教学方案

教师：王迎新序号：2

授课时间2014.2.28

授课班级P12旅游班上课地点南区C8II

教学单元

ModuleTwoHotelAccommodation课时2

名称

专业能力Learnaboutthewelcomespeech

教学目标

方法能力Collectinformationanddiscuss

社会能力Ownaabilityofdealingwithproblems

目标群体Tourismmanagement

教学环境Recordingmaterialandpictures

教学方法Caseteaching\discussandsituationandlistening

时间

教学过程设计

安排

Lead-in（5分钟）

Thetourguideshouldhelpgroupguestscheckinimmediately.Andhe/sheshouldcommunicate

withtheclerkatthefrontdeskfirstandmakesurehe/shecangettherightrooms,thenhe/sheshould

helpthetourleaderdistributetherooms,certainly,beforeshowingtheroomkeystoguests,theguide

shouldremindthemofthenecessaryinformationoftherestarrangement.

BasicProcedure（5分钟）

1.Helpthetouristscheckinandintroducethemtothelocationsofthemainfacilitiesofthehotel.

2.Helpthetourleaderputtheroomnumbersontheluggageandhavetheluggagesenttothe

roomsassoonaspossible.

3.Ifthetouristshavesomeproblems,informthefloorattendantimmediatelyandactivelyassist

theminsolvingtheproblems.

4.Introducehoteldiningfacilities,remindthedininglocationsofthefirstdinnerandbreakfast.

5.Announcethearrangementsforthedayorthenextday,andinformthetouriststheroomnumber

andtelephonenumbersof（helocalguide,nationalguideandthetourleader.

PartLSpeaking

Helpcheckinandcheckout

Notes:

入住酒店时，导游须帮助游客领取房卡及早餐券，告知游客早餐地点，并叮嘱不要遗失早

餐券。在确认大件行李无误后，再请游客乘电梯先进房间。同时要约定下次集合地点、时间。

如该团出发的时间较早，导游应与领队商定叫醒服务和用餐的时间并通知游客。如果该团需要

改变用餐时间(早于餐厅的服务时间)、地点和方式，导游应及时通知酒店有关部门提前安排。

米Situationaldialogue1Assistthetourleadertocheckin

Scene:ZhangLi,thelocalguideofCITSGuangdongBranch,leadsatourgroupfromBritainiocheck

intheHotel—GuangzhouWhiteSwanHotel.

(R:receptionistZ:ZhangLi,thelocalguideW:JohnWhite,thetourleader)

R:Goodafternoon.WelcometoWhiteSwanHotel.WhatcanIdoforyou?

Z:MynameisZhangLi,alocalguidefromCITSGuangdongbranch.Ihavebooked7standard

roomsandIsingleroomfor15people.

R:Justamoment,please,MissZhang.Tilcheckthearrivallist....Thankyouforyourwaiting.

Yes,wehaveyourreservationshere.Wouldyoupleasefillouttheregistrationformforyourgroup?

Z:Sure.

R:Wouldyoupleaseshowmeyourpassports?rilmakeacopyofthem.

W:Ofcourse,theseareourpassports.

R:Thankyou.Hereareyourpassports.May1confirmyourdeparturedate,MissZhang?

Z:Weshouldbestayingfor3nightsandleavingon20,h.

R:Great.Herearcthevouchersandtheroomcardstoyourroomsandbreakfast.

Z:Mr.White,wouldyoupleasedividebreakfastvouchersandtheroomcards?

W:Sure.

R:Whattimewillyouhaveamorningcall?

Z:07a.m.on18th,19thand20lh.

R:Isee.7:00a.m.on18th,19lhand20,h.Haveaniceday.

Z:Thankyou.

/Situationaldialogue2Checkout

Scene:Thetourguidehelpthetouristscheckout.

(Z:ZhangLi,thetourguideW:JohnWhite,atourleaderC:aclerk)

Z:Goodmorningeveryone!Wearegoingtocheckoutthismorning.Iseverybodyhere?

W:Yes.

Z:Iseverybody'sluggageready?

W：Yes,everythingisallright.

Z:Thankyouforbeingsopunctual.Thebellboywilltakeyourluggagetothebus.Tenminutes

later,pleasemeetatthedining-hall.Breakfastistobeservedat7:40.Afteryouhaveyourbreakfast,

pleasemeetonthebus.Wcwillsetofftotheairportat8:30.Thedeparturetimeoftheflightis10

o'clockthismorning.Isthisscheduleallright?

W:Yes,thankyou.

Z:Wouldyoupleasecomewithmetochecktheluggage?

W:Therearealtogether16piecesofluggage.

W:Yes.Thatis16.

Z:Aretheyalllocked?

W:Yes,theyare.Now,canyougowithmetothefrontdesktocheckout?

Z:Sure.

(Atthefrontdesk)

C:Goodmorning,sir.Doyouwanttocheckout?

W:Yes.Ourroomsarc501,502,503,504,andmynameisJohnSmith.

C:Hereisyourbill.Twonightsal300yuaneachandherearethemealsthatyouhadatthehotel

includingthebreakfastthismorning.Thatmakesatotalof4,500yuan.Isthatright?

W:Yes,Ithinkso.

C:Howwouldyouliketopay?

W:I'dliketopayincash.

C：Hereisyourreceipt.Welookforwardtoseeingyouagain.

W:Thankyou.Good-bye.

^Training:Makeadialogueaccordingtothefollowingsituation

Task:ZhangLi,alocalguidefromCITSGuangdongbranch,iscallingtoreserveroomswith

GuangzhouWhiteSwanHotelforatourgroupof15touristsfromBritain.Theyplantostayfor3

nights.

Foodandbeverageservice

Notes:

餐饮服务是导游服务的重要组成部分。游客在旅游目的地就餐过程中，导游员不仅要能够

按照接待计划的要求妥善安排用餐，还应熟练掌握各地方饮食文化，能够在游客用餐时对菜品

的文化内涵、制作方法等加以介绍，使游客既饱口福又饱耳福。此外，导游员还要具备应付就

餐时突发事故的能力，能够在游客的要求下合理安排风味餐、自助餐等。

/Situationaldialogue1ArrangingCaterings

Scene:18:20,ZhangLiiswaitingforthetouristsinthelobbyofthehotel,thetouristwillhavetheir

firstmealaftertheyarrivedinGuangzhou.At18:30,allthetouristscome.ZhangLi,istakingthem

tothecoachandleaveforGuangzhouRestaurant.At19:00,theyarriveatGuangzhouRestaurant.

ZhangLihelpsthetouristtotheirseats.

(Z:ZhangLi,thelocalguideW:JohnWhite,thetourleaderT:tourist)

Z:Goodevening,ladiesandgentlemen.Ourdinnerbegins.Pleaseenjoyyourmeal.(Thetourists

arehavingtheirmeals)

Z:Areyouenjoyingyourchicken,Mr.Brown?

Tl:Verydelicious.Thankyou.MissZhang.

Z:Howaboutyourmeal,Mrs.Black?

T2：Verygood.Ilovethestir-friedbeefwithbambooshootsinoystersauceandcha-xiu(roast

porkwithsweetsyrup)verymuch.

Z:That'sgreat.Enjoyyourself.

T2:Thankyou.

Z:Howwouldyoulikethedish,MissGreen?

T3:Terrific.IhaveauthenticChinesefoodatlast.

Z:Oh.really?Butyouusechopsticksverywell.

T3:Oh,thankyou.IoftenhaveChinesefoodinEngland,soIlearnedhowtousechopsticks

Z:Areyousatisfiedwithyourmeal,Mr.White?

W:Iamenjoyingitverymuch.Thankyou,MissZhang.

Z:I'mgladtohearthis.Enjoyyourself.

/Situationaldialogue2IntroducingFeaturesofTypicalDishes

Scene:AtQuanjudeRestaurant,thewaiteristakingtheorderfortheguests.Guestswantthewaiterto

introduceroastBeijingduck.

(Z:ZhangLiC:awaiterT:Tourists)

Z:Hello,everyone,todayIspeciallytreatyoutoroastBeijingduck.

T:That\verykindofyou.

(TheycametoQuanjudeRestaurant)

C:Goodevening,ladiesandgentlemen.

Z:Goodevening.

C:Hereisthemenu.PleasetakeyourtimeandItakeyourorderafterawhile.

Z:Yes.TheyarevisitorsfromEngland.ItissaidthatQuanjudeRoastDuckisamongthebestand

theywanttotasteroastduckhere.

C:Yes.Whalwouldyouliketoorderone?

Tl:We'dliketogiveittry.Bytheway,couldyoutellmehowaroastduckismade?

C:Sure,sir.Theduckisbastedandroastedtillcrisp-brown,thenservedintothreecourses:with

sweetbeansauceandastickofwhitescallion;then,themeatisshreddedandfriedwithbeansprouts;

next,thebonesoftheduckareboiledintosoupwithcabbageandmushrooms.

Tl:Itsoundsgreat!

C:Wouldyoulikeanyotherdishes?

T2:Yes.Couldyougiveusrecommendations?

C:Sure,madam.Ourrestaurantisfamousforduck.Besidesroastduck,weofferotherdishes

madeupofduck.

T2:Whatarethey?

C:Theyincludestir-friedduckintestines,boiledduckliverinbrine,roastduckbonewithspiced

salt,duck'swebwithmustard,springrollwithduckmealandetc.Theirintroductionsareonthethird

pageofthemenu.

T2：Oh,heretheyare.Itisamazing!Theduckcanbecookedinsomanyways.

C:Whichonesareyougoingtoorder,madam?

T2:rdliketoorderstir-friedduckintestines,duck'swebwithmustardandspringrollwithduck

meal.

C:Verygood,madam.Wouldyoucareforanythingtodrink?

Tl:Beer.Tenbottles,please!

C:Whichbrand,Tsingtaobeer,Yanjingbeer,CarlsbergbeerofHeinekenbeer?

Tl:Yanjingbeer.

C:Certainly,sir.Pleasewaitforamoment.Iwillgetyourdishesrightaway.

Part2.TheRemarksofTourGuide

IntroductiontoaHotelbyaTourGuide

Ladiesandgentlemen,

MayIhaveyourattentionplease?I'dliketosayafewwordsaboutthehotelwe'regoingtostay

in.Thishotelisafirst-ratehotelandhasbeenchosenasthefavoriteplacetostaybyVIPs,stateguests

andbusinesspersonsfrommanycountries.Thereareover300roomsofinternationalstandard,

includingsinglerooms,doubleroomsandpresidentialsuites.TherearefivespaciousChinesedining

hallsofferingallstylesofChinesecooking.Theyarelocatedonthefirstfloor.Onthesecondfloor,

thereisadeluxewestern-styledininghall.Tomorrowmorning,wearegoingtohaveourbreakfast

there.Therearealsolargeandsmallbanquethalls,abar,a24-hourcafeandanoutdoorpatiowith

drinks.Ifyouwanttodosomeexercise,youcangotothefitnesscenterorthebilliardroom,the

bowlingalleyortheindoorswimmingpool.Theyarereadytoserveyouatyourconvenience.Ifyou

wanttoknowmoredetails,youcangetabrochureaboutthehotelfromtheReceptionDesk.Ifyou

haveanyquestions,pleasefeelfreetoaskme.Thankyouforyourattention.

WordBank

swan[SWDn]n.天鹅；天鹅星座；vi.游荡，闲荡

reservation[,rezo'veifon]n.预约，预订；保留

registration[,red3i'streifon]n.登记；注册；挂号

confirm[ksn'fbrm]vt.确认；确定；证实；批准；使巩固

departure|di'pa:tf0]n.离开；出发；违背

lookforwardto期待,期盼

stir-friedbeefwithbambooshootsinoystersauce竹笋虫毛油炒牛肉

cha-xiu(roastporkwithsweetsyrup)叉烧

authentic[0:'0entik]adj.正宗的

chopstick「tjopstik]n.筷子

sweetbeansauce甜豆酱；甜面酱

scallion['skseljon]n.青葱，冬葱；韭葱

sprouts[spraut]vi.发芽;长芽;vt.使发芽;使萌芽;n.芽；萌芽;苗芽

cabbage['kaebid3]n.卷心菜，甘蓝菜，(俚)脑袋

mushroom['mAfru:m]n.蘑菇，伞菌；蘑菇形物体；暴发户；adj.蘑菇的；蘑菇形的；迅速生

长的；vi.迅速增加；采蘑菇；迅速生长

recommendation[jeksmen'deifon]n.推荐；建议；推荐信

intestines[in'testin]adj.内部的;国内的;n.肠

duckliver鸭肝

brine[brain]n.卤水;盐水；海水；vt.用浓盐水处理（或浸泡）

spiced[spaisd]五香的，调过味的

mustard['mAstad]n,芥末；芥菜；深黄色；强烈的兴趣

springroll春卷

amazing[o'meizirj]adj.令人惊异的;v.使吃惊（amaze的ing形式）

Carlsbergbeer（嘉士伯啤酒）

Heinekenbeer（喜力啤酒）

presidentialsuites总统套房

spacious['speifas]adj.宽敞的，广阔的；无边无际的

deluxe[da'luks,da'lAks]adj.高级的；豪华的，奢华的；adv.豪华地

banquet['bieijkwit]n.宴会，盛宴；宴请，款待；vt.宴请，设宴款待；vi.参加宴会

patio['paetisu]n.楼台，天井

thefitnesscenter健身中心

thebowlingalley保龄球馆

brochure|bro'fur]n.手册，小册子

UsefulSentences

I.Checkin

-Goodevening.IhaveareservationunderthenameofTomlinson.晚上好，我有预定，名字是汤姆

林森。

—I'llarrivelate,butpleasekeepmyreservation.我会晚一点到达，请保留我所预订的房间。

—I'mgoingtohelpyoucheckinthehotel.我帮大家办理入住手续。

II.Choosetherooms

-rdlikeaquietroom.我想要一间安静一点的房间。

—Fdlikearoomontheupperlevel.我想要楼上的房间。

—I'dlikearoomwithaniceview.我想要一间视野好的房间。

III.Fillintheregistrationform

—Wouldyoupleasegetyourpassportsready?请将你们的护照准备好c

-Filputintheroomnumberforyoulateron.过会儿我来给您填上房间号码。

-Pleasefilloutandsigntheform.请填写这张表并签名。

IV.Gettheroomcard

—Hereisyourkey,Mr.Smith.Yourroomnumberis1412.给您房间钥匙，史密斯先生。您的房间在

1412。

—Pleasemakesurethatyouhavethekeywithyouallthetime.请务必随时携带钥匙。

V.Wake-upservice

-Doyouneedamorningcall?您需要叫醒服务吗？

-Shallwesetthewake-upcallat7o5clocka.m.?七点钟叫醒您怎么样?

—Let'smakethewake-upcallat8o'clocka.m.我们定在八点钟叫醒您。

VI.Dining

Thedininghallisontheright.餐厅在右手边。

Breakfastisservedbetween6:30a.m.and8a.m.早餐时间是早晨6：30到8点。

Itisbuffetstyle.是自助餐形式。

VII.IntroducingChinesefoodculture

—EatinghasbecomeakindofcultureinChina.饮食在中国变成了一种文化。

—Chinesefoodisaperfectfusionofcolor,shape,appearanceandflavor.中国饮食完全融合/颜色、

形状、外观和味道。

-TherearemanysimilaritiesaswellasdifferencesbetweenJapaneseandChinesefoodcultures.日本

的饮食文化与中国有许多相同之处，但是又存在很大差异。

—Chinacoversalargeterritoryandhasmanynationalities,hencethereisvarietyofChinesefoodwith

differentbutfantasticandmouthwateringflavor.中国地域辽阔，民族众多，因此各种中国饮食口味

不同，却都味美，令人垂涎三尺。

VIII.Introducingvariousdishes

-Chinesefbodisdividedintoeightbigcuisines,orsay,eightstyles,suchasCantonesefood,Beijing

food,Sichuanfood,etc.

-Cantonesefoodisabitlight,whileSichuanfoodhasastrongandhottaste,andShanghaifoodisoily

whileBeijingfoodisheavyandspicy.AsanimportantcomponentofChineseculinaryart,Shangdong

cuisine,alsoknownasLuCaiforshort,boastsalonghistoryandfar-reachingimpact.广东菜稍微清

淡，四川菜味浓而辣，上海菜油，而北京菜则味重香浓。山东菜，又称鲁菜，历史悠久，影响

广泛，是中国饮食文化的重要组成部分。

—Tibet'straditionaldietisTibetanmeal,touriststoTibetmustappreciatethenaturaltasteofsome西

藏的传统饮食是藏餐，旅游者到西藏，自然哟啊领略品尝一番。

—Tibetanmealtasteslightstresscalm.

藏餐的口味讲究清淡、平和。

IX.recommendthedishes

—IthinkMapobeancurdandshreddedmeatinchillisaucearequitespecial.我觉得麻婆豆腐和鱼香

肉丝味道不错。

—MayIsuggestcreamoftomatosoup,steakwithmushroomgravy?我给您推荐几个菜吧：奶油西

红柿汤，蘑菇汁牛排。

—Thereisaverynicevegetabletoday“BroccoliwithCrabmentSauce",it'salittlebitdifferentfrom

yours.今天有一道很好的蔬菜“蟹肉汁椰菜”，和你们国家（地区）的有些不同。

—It'sdeliciousandworthatry.味道很好,值得尝试一下。

旅行小贴土

如果你应邀参加西方人的宴会，一定要准时。按照西方人的规矩，客人应先向女主人打招

呼，然后再向男主人打招呼，餐后要等到主人宣布散席才可离开座位。餐后还要逗留一会儿，

才可告辞。

西餐的主要特征是，主食以烤肉为主，面食以面包为主，配菜多用色拉以及土豆等，餐具

是刀叉。西餐起源于古希腊时代，形成于古罗马时代，在法国得到了充分发展。人们一股认为,

意大利菜是西餐之母，而法国菜是西餐之精华。

Part3.Writing

撰写地方风味简介

地方风味是吸引游客的亮点之一，是游客在欣赏名胜古迹美景之外的物质和精神上的又一

享受。因此，在对旅游景点作宣传的同时，让游客更多的了解各地方风味，品尝更多样的地方

佳肴也是旅游服务的关犍。撰写地方风味一般包括以下几点：

1.菜名：中文菜名常常美化之作用的原料、烹饪的方法和做出来的成品的视觉效果。

2.特色：每种地方风味能够流传至今，与其独特的风味特色息息相关。

3.原料：不同的菜肴用料不一，要适当介绍烧制原料，加深客人对菜肴的了解。

4.起源：与菜肴有关的掌故、传说能让一道菜更具文化内涵与历史意义。

5.烹饪方法：菜肴的烹调方法在中国文化中占有很重要的一部分，堪称一绝。

6.地位：说明该菜肴在中国菜系中的地位或其当今受欢迎的程度。

7.食用方法：一些特殊菜肴食用时方法一定要正确，这样才能让用膳者有最好的享受。

8.注意事项：有些菜肴食用会引起用膳者的某些小适，要提前给与说明。

另外，在撰写地方风味时，尽可能使用通俗易懂的语言，采用读者喜闻乐见的形式。在介

绍其文化内涵时，注意掌握语言的跨心里、跨文化交际性特点。

Simple

Situation:atourgroupfromAmericaarriveatTianfuRestaurant.MissZhangLi,alocalguide

fromChinaChengduInternationalTravelService,isintroducingthelocalcuisineofSichuanHot-pot.

Ladiesandgentlemen,

WelcometoTianfuRestaurant.TodaywhatwewilltasteisthefamousSichuanHot-pot.

LegendhasitthatitwasfirstdevelopedbySichuanpeoplebeggars,whodepositedalltheculinary

almsthattheyreceivedduringwinterintoa