旅游酒店英語

1、旅游英語教案一、課程性質(zhì)、地位和任務本科層次的學生在完成基礎階段的學習任務，達到四級或六級水平后，都必須修讀專業(yè)英語，一方面為保證大學生英語學習不斷線，另一方面也是使學生所掌握的英語知識能夠轉化成為專業(yè)技能。旅游英語這門課屬于專業(yè)選修課，是根據(jù)大學英語應用提高階段在專業(yè)英語方面的要求而開展教學活動的，其目的是為了適應中國進一步擴大對外交流和發(fā)展出、入境旅游，培養(yǎng)更多的有扎實的英語專業(yè)知識又精通旅游理論的專業(yè)人才。二、課程基本要求通過對這門課程的學習，學生們可以拓展專業(yè)知識，掌握一定的專業(yè)英語詞匯，熟悉旅游英語的常用表達方法，并進一步鞏固英語語言基礎，提高在專業(yè)領域內(nèi)綜合運用英語語言的能力。本課

2、程要求學生在學習過程中主要鍛煉英語的聽、說、讀能力，在工作中能夠順暢的與服務對象展開交流；要求學生在一定程度上掌握寫作和翻譯能力，在實踐中發(fā)揮專業(yè)人才的作用。三、教案內(nèi)容Unit 1 Reservation教學目的和要求：要求學生掌握在酒店服務中如何使用英語幫助客人進行預訂。教學基本內(nèi)容： Listening Comprehension聽力對話重點句型聽力 Useful Expressions酒店服務英語的總體原則組織結構預定的常見形式預定的注意事項 Situational Dialogue : Alice Liu is a secretary in Tokyo. She calls

3、 Hilton Hotel in Tianjin to reserve a suite for her boss from March 22 to 24. The reservation answers the phone call and accepts the booking. Reading ComprehensionText A:(1) Explain the function of the front office.(2) Use examples to describe the relationship between room reservation and other depa

4、rtment. Exercises and summary 本單元重點:電話預定本單元難點：服務人員在預定過程中的引領作用教學方法：講授Unit 2 Reception教學目的和要求：要求學生能夠使用英語完成登記入住服務。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions入住登記的操作流程房態(tài)支付方式 Situational Dialogue(1) A guest comes up to the Reception Desk. He has booked a double room for four nights a we

5、ek ago by Ctrip. Now he wants to check-in.(2) A guest enters the hotel you served. He has no reservation. Unfortunately, all the rooms are occupied until 6:00 pm. Now it is 4 oclock. Try to make this deal successfully. Reading ComprehensionText A: (1) List differences between Stars and Diamonds.(2)

6、Describe the current situation of Star ratings in China.(3) Is it necessary to introduce Diamond ratings into China? Text B: (1) Explain the function of room categories. (From supplier perspective and guest perspective.)(2) What are the differences among POV, OV and OF. (Use Chinese to answer.) Whic

7、h one will be the most expensive? Exercises and summary 本單元重點:登記入住流程本單元難點：團隊客人的登記入住教學方法：講授Unit 3 Answer the Calls教學目的和要求：要求學生掌握酒店接聽電話的方式和類別。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions飯店總機的功能飯店總機的基本要求 Situational Dialogue(1) One guest need a morning call for his 9:00 international f

8、light. He know nothing about the traffic condition. Please give some suggestion to the guest and confirm the morning call.(2) One guest is confused by the charges of the calls. Please give some explanation. Include: house phone, local call, long distance call and international call. There is a minim

9、um charge of first three minutes for Domestic Direct Dial but not for International Direct Dial. Reading ComprehensionText A: 翻譯Text B: (1) Differentiate a mobile phone and a portable phone. (2) Why cell phone can be used in different countries?(3) Estimate the effect of digital camera in cell phone

10、. Exercises and summary 本單元重點:接聽電話后的正確操作方式本單元難點：叫早電話教學方法：講授Unit 4 Complaint教學目的和要求：要求學生掌握應對客人投訴或抱怨的方法，以及處理措施。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions投訴處理程序處理投訴的注意事項 Situational Dialogue(1) Mrs. Brown complain that the hot water is not as hot as she expected. Try to deal with it.

11、(2) Mr. Green is very unhappy with the restaurant service in the hotel. The manager is handling the complaint. Reading ComprehensionText A: (1) If you are an employee, what is your attitude toward the customer complaints?(2) If you are the manager, what is your attitude toward the customer complaint

12、s?(3) If you are the owner of the hotel, what is your attitude toward the customer complaints?(4) How to manage customer complaints?Text B: (1) Classify all the complaints in Poor Service. Try to resolves these problems.(2) Should we inform guests some problems about the room when they make a reserv

13、ation. Exercises and summary 本單元重點:應對客人投訴的方法本單元難點：如何舒緩客人情緒教學方法：講授Unit 5 Check-out教學目的和要求：要求學生能夠使用英語完成對客人離店退宿的服務。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions結賬退宿的操作流程賬單上常見的縮寫 Situational Dialogue(1) Mrs. Smith is in Room 2210 and she is checking out. Her bill is ￥1250. She wants to s

14、ettle the bill with cash. You find that the cash is not RMB or USD but HKD. As the hotel regulation, HKD is not accepting. Try to help her to check out. (2) Miss Chen has stayed in the hotel for 4 days and she is going to check out. She finds that if she reserved by Ctrip she could get 15% discount.

15、 Now she requires the discount. But you find that she made the reservation by telephone. Try to deal with this problem. Reading ComprehensionText A: (1) What is account?(2) What is folio?(3) Differentiate account from folio. Exercises and summary 本單元重點:離店退宿的流程本單元難點：前臺財務管理教學方法：講授Unit 6 Housekeeping教學

16、目的和要求：要求學生了解客房部的常見服務及應對措施。教學基本內(nèi)容： Listening Comprehension聽力對話重點句型聽力 Useful Expressions客房部部結構客房迎賓服務客房清理服務的注意事項客房設施詞匯 Situational Dialogue(1) The bell man greets and shows the guest Room 3305. He first opens the door for the guest and carries guests luggage. He draws back the curtains, turns on the TV

17、 and shows the mini bar. When he is going to make a cup of tea for the guest, the guest gives him ￥10 and the bell man leaves the room. (2) A guest asks a room attendant to make up the room right now because he will have some visitors. After cleaning, he asks the room attendant to fetch some fresh t

18、owels, a bottle of ice, some flowers and candles. Try to handle this situation. Reading ComprehensionText A: (1) List the factors which will influence staff scheduling. (2) How to make Visual Rota?(3) Talk something about the function of Visual Rota.Text B: (1) Differentiate overview among Chief Hou

19、sekeeper, Asst. Chief Housekeeper and Floor Supervisor.(2) Differentiate requirements, salary and benefits among stations. Exercises and summary 本單元重點:客房服務的處理流程本單元難點：客房服務與客人關系的處理教學方法：講授Unit 7 Laundry Service教學目的和要求：要求學生能夠使用英文完成對客人衣物洗滌服務的處理。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expression

20、s洗衣服務短語 Situational Dialogue(1) Mr. Smith wants to have express laundry service because he is going to have a meeting this afternoon. Hed like his suit to be dry clean. Try to handle this. (2) The guest wants to know how to get the laundry service. Try to explain service time and charges. (3) One gu

21、est finds her skirt is damaged by washing and asks for compensation. Try to solve this problem. Reading ComprehensionText A: (1) Why laundry quality is important in hospitality industry according to the passage?(2) What benefits can we get in operating an in-house laundry? Exercises and summary 本單元重

22、點:洗衣服務的流程本單元難點：如何處理貴重服飾的洗滌要求教學方法：講授Unit 8 Room Service教學目的和要求：要求學生了解全服務酒店可以向顧客提供的各種服務。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions客房服務詞匯 Situational Dialogue(1) Miss Liu wants to have breakfast in her room 1878. Her order is a cup of coffee with sugar, one fried egg, one sandwiches

23、and a glass of chilled apple juice. About 10 minutes later, the waiter sends the breakfast. (2) Mr. White wants to know if it is possible to have an extra bed for his 9 years old son. The room attendant asks him to fill out a form and contracts with the Front Desk. It is $20 for extra bed per night.

24、 Reading ComprehensionText A: (1) What benefits can hotel get from room service?(2) What is the difference between room service and food delivery?(3) What is the difference between limited feature hotel and luxury hotel in room service?Text B: T or F Exercises and summary 本單元重點:當客人提出不同要求時的應對流程本單元難點：

25、嬰兒看顧、寵物問題教學方法：講授Unit 9 F&B Service教學目的和要求：要求學生掌握餐飲服務的基本流程。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions餐飲部主要崗位西餐早餐餐飲服務的基本流程餐飲預訂 Situational Dialogue(1) Miss. Chen calls the Sun Restaurant to reserve a table for a party of six for 6:30 the next evening. The hostess answers the pho

26、ne call and accepts the booking.(2) One guest calls the River Bank Restaurant to reserve a table for 8 oclock tonight, and he requests to sit beside the window. But there is no table tonight. The hostess suggests the guest to change a time or place. Reading ComprehensionText A: (1) Describe the char

27、acteristics of Chinas varied cuisines.(2) Why do Chinese choose chopsticks as tableware according to the passage?(3) List some differences about table manners between China and western countries. Text B: (1) When can you begin to eat?(2) How to eat soup?(3) When somebody asks you to pass the salt, c

28、an you use it before the one who requests it?(4) How to remove inedible items from the mouth? Exercises and summary 本單元重點:餐位預定：個人和團體本單元難點：飲食習慣及小費問題教學方法：講授Unit 10 Orders教學目的和要求：要求學生掌握引導客人點菜的方法。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions西餐服務餐具西餐服務酒杯西餐服務餐具擺放西餐點菜菜肴與酒水搭配 Situational Dia

29、logue(1) Mr. Zhang and his friends come to the Amazon Restaurant and you show them a table in private hall. (2) Mr. Green and his wife come to the restaurant. Mr. Green orders a beef steak which hed like to be well done and a beer. Mrs. Green orders some vegetables. Reading ComprehensionText A: (1)

30、How to understand French cuisine?(2) What are considered the essence of French cuisine?(3) Describe the French dining order.Text B: (1) What is the similarity between Japanese cuisine and French cuisine?(2) Explain why Kobe beef cost so much?(3) Describe the typical Japanese method of rice preparati

31、on. Exercises and summary 本單元重點:點菜服務流程本單元難點：菜名翻譯教學方法：講授Unit 11 Pay the Bill教學目的和要求：要求學生掌握結賬流程。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions詞匯烹調(diào)方式詞匯酒水 Situational Dialogue(1) Miss Liu finds that the fish she ordered is not fresh and the rice is not served until she finishes her meal.

32、She complains about these. The waiter gives her 20% discount. (2) Mr. Li asks for the bill and is told by the waiter he has to pay 1,200 yuan. Mr. Li finds that he has never ordered any alcohol which is on the bill. Then the bill is corrected and Mr. Li pays in cash. Reading ComprehensionText A: (1)

33、 Explain the payment method of bank credit card.(2) What are the three principal types of credit cards mentioned in the passage?(3) Translate the measures which are suggested to be taken to protect your credit cards. And do you have any other suggestions?Text B: (1) Talk about the “credit limit” amo

34、ng different cards.(2) How many types and amount of cards do you need and why?(3) For the online purchases, which card is safer and why? Exercises and summary 本單元重點:各種付款方式的使用本單元難點：避免客人逃賬教學方法：講授Unit 12 Other Service教學目的和要求：概括性了解商務中心和娛樂中心的對客服務。教學基本內(nèi)容： Listening Comprehension 聽力對話重點句型聽力 Useful Expressions康樂中心康體設施 Situational Dialogue(1) Mr. Brown and his friends come to the gymnasium in the hotel. The attendant greets them and introduces the facilities and activities. The guests are interested in the aerobic classes and hope to join the class.(2