酒店英語(yǔ)會(huì)話（第六版）教案 unit 2 Counter Service

《酒店英語(yǔ)會(huì)話》教案Unit2CounterService【教師姓名】： 課題項(xiàng)目一對(duì)已預(yù)定客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待基本禮儀和問(wèn)候用語(yǔ)；2.掌握核對(duì)客人信息、幫客人辦理入住的常用語(yǔ)；能力目標(biāo)能夠周到地幫助預(yù)定客人辦理相關(guān)手續(xù)德育目標(biāo)培養(yǎng)學(xué)生的職業(yè)歸屬感重點(diǎn)掌握接待預(yù)定客人的流程難點(diǎn)使用恰當(dāng)?shù)恼Z(yǔ)言應(yīng)對(duì)預(yù)定客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書(shū)設(shè)計(jì)Unit2CounterService項(xiàng)目一對(duì)已預(yù)定客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課Mr.Smith到酒店辦理入住。其預(yù)定的酒店相關(guān)信息如下：預(yù)訂人：Mr.Smith房間類(lèi)型：?jiǎn)稳碎g預(yù)訂方式：定金1000美元需要客人提供的信息：入住時(shí)間，身份信息等。需要詢問(wèn)客人其他必要信息：入住時(shí)間，身份信息等。一、詞匯積累1.frontoffice/frontdesk前臺(tái)，總臺(tái)例句：WelcometoYouyiHotel.歡迎光臨友誼酒店。lastname/surname姓例句：Howdoyouspellyourlastname,please?3.fillin/fillout填寫(xiě)例句：WouldyoupleasefilloutthisformwhileIpreparethekeycardforyou?思政元素融入：引導(dǎo)學(xué)生在工作中注意禮貌禮節(jié)的基本職業(yè)素質(zhì)。4.passportnumber護(hù)照號(hào)例句：Pleaseremembertowritethepassportnumber.二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問(wèn)客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?MayIhaveyourname,please?（2）Howdoyouspellyourlastname,please?2.Howtoconfirmtheguest’sreservationinformation怎樣確認(rèn)客人的預(yù)訂情況（1）Mr.Green,you’vereservedasingleroom.Isthatright?格林先生，您預(yù)訂了一個(gè)單人間，對(duì)嗎？（2）Yourreservationisforasingleroomforthreenights.您預(yù)訂了一間單人間，住3天。3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說(shuō)（1）Wouldyoupleasefillintheregistrationcard,Mr.Brown?布朗先生，請(qǐng)?zhí)钜幌氯胱〉怯浛?。?）WouldyoupleasefilloutthisformwhileIpreparethekeycardforyou?我為您準(zhǔn)備房卡，請(qǐng)您填寫(xiě)一下這張表格好嗎？4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說(shuō)（1）Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.Ihopeyouenjoyyourstayinthehotel.史密斯先生，我讓行李員帶您到房間。希望您住得愉快?。?）Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.這是502房間的房卡，行李員會(huì)帶著您的行李帶您到房間。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過(guò)學(xué)習(xí)，總結(jié)接待已預(yù)定的客人的流程。（1）問(wèn)候（2）核對(duì)確認(rèn)（3）信息補(bǔ)充（4）辦理手續(xù)（5）引導(dǎo)客人入?。?）問(wèn)候WelcometoFriendshipHotel.MayIhelpyou?（2）核對(duì)確認(rèn)Yes,wehaveyourreservation.Mr.Smith,asingleroom.Youhavepaid$1000asanadvancedeposit.AmIright?（3）信息補(bǔ)充Youforgottoputinthedateofyourdeparture.Soyouareleavingon…?思政元素融入：在工作過(guò)程中滲透“誠(chéng)信、友善”等社會(huì)主義核心價(jià)值觀。教學(xué)內(nèi)容及設(shè)計(jì)（4）辦理手續(xù)Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulations.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhensigningforyourmealsanddrinksintherestaurantsandthebars.（5）引導(dǎo)客人入住Andnowifyouareready,Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)預(yù)定客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問(wèn)候WelcometoFriendshipHotel.MayIhelpyou,sir?（2）核對(duì)確認(rèn)Yourreservationisforasingleroomforthreenights.Isthatright?（3）信息補(bǔ)充Couldyoufillintheregistrationform,please?MayIreconfirmyourdeparturedate,MrDamon?（4）辦理手續(xù)Howwouldyouliketomakethepayment,incashorbycreditcard?YourroomisNo.546onthefifthfloor.（5）引導(dǎo)客人入住Abellhopwillshowyoutoyourroom.Ihopeyouwillenjoyyourstayhere.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：advance；deposit；departure；regulation；sign；bellhop；reconfirm；passport詞組：passportnumber；reservationrecord；serviceinformationbrochure；swipethecard五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:Youmadeareservationforasingleroomforthreenightsontheotherdayandnowyou’recheckingin.Receptionist:Youhelptheguestwiththeregistrationprocedure.實(shí)訓(xùn)對(duì)話2：(2)AttheFrontDeskGuest:YoureservedadoubleroomontheInternetseveraldaysagoandnowyou’recheckingin.Receptionist:Youhelptheguestcheckin.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，激發(fā)其作為服務(wù)者和被服務(wù)者的情感共鳴，從而樹(shù)立正確的價(jià)值觀。課后反思課題項(xiàng)目二對(duì)未預(yù)定客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待基本禮儀和問(wèn)候用語(yǔ)；2.掌握核對(duì)客人信息、幫客人辦理入住的常用語(yǔ)；3.掌握為未預(yù)定客人提供幫助的常用語(yǔ)；能力目標(biāo)能夠周到地為未預(yù)定客人辦理入住或提供幫助德育目標(biāo)培養(yǎng)學(xué)生的職業(yè)認(rèn)同感和責(zé)任感重點(diǎn)掌握為未預(yù)定客人提供幫助的常用語(yǔ)難點(diǎn)使用恰當(dāng)?shù)恼Z(yǔ)言應(yīng)對(duì)未預(yù)定客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書(shū)設(shè)計(jì)Unit2CounterService項(xiàng)目二對(duì)未預(yù)定客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課Mr.Smith未提前預(yù)約，到酒店辦理入住。其預(yù)定的酒店相關(guān)信息如下：客人姓名：Mr.Smith所需房間類(lèi)型：?jiǎn)稳碎g需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。需要詢問(wèn)客人其他必要信息：入住時(shí)間，身份信息等。一、詞匯積累1.occupation職業(yè)例句：MayIknowyouroccupation?請(qǐng)問(wèn)您的職業(yè)是？思政元素融入：引導(dǎo)學(xué)生在工作中注意基本職業(yè)素質(zhì)。formality正式手續(xù)例句：Nowpleasesignonthebottomrightcornerandthatcompletestheformalities.3.receipt收據(jù)例句：Thisisareceiptforpayinginadvance.Pleasekeepit.4.hesitate猶豫例句：Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetoaskus.二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問(wèn)客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation?（3）Howlongwouldyouliketostayhere,Mr.Smith?2.Howtohelptheguestsmakechoices怎樣為客人提供解決方案（1）Wehaveasuitewithaveryniceviewofthelakefor$280anight.我們有一間面向湖面的風(fēng)景房，每晚280美元。（2）Letmeseeifthere’saroomavailable.Yes,thereisasingleroomonthe5thfloor.讓我看一下是否還有房間。五樓還有個(gè)單人間。3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說(shuō)（1）Howwouldyouliketopay,viaAlipayorWeChatPay?您想怎樣付款，支付寶還是微信？（2）MayIhaveyourcreditcard?IwilltakeRMB500forthedeposit.IsthatOK?請(qǐng)給我您的信用卡，我要刷500元作為定金，可以嗎？4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說(shuō)（1）Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulationsonit.這是您的房卡，上面有關(guān)于酒店服務(wù)和規(guī)章制度等信息。（2）Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetotellus.如果您有什么問(wèn)題和要求，請(qǐng)一定告訴我們。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過(guò)學(xué)習(xí)，總結(jié)接待未預(yù)定的客人的流程。（1）問(wèn)候（2）溝通房間信息（3）辦理手續(xù)（4）引導(dǎo)客人入住（1）問(wèn)候WelcometoFriendshipHotel.MayIhelpyou?（2）溝通房間信息I’msorry,madam.Oursingleroomsarefullybooked.However,wedohaveasuitewithaveryniceviewofthelakefor$280anight.Orifyoudon’tmindasmallerroom,Icanofferyouoneat$260anight.思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生愛(ài)崗敬業(yè)的職業(yè)責(zé)任感。教學(xué)內(nèi)容及設(shè)計(jì)（3）辦理手續(xù)Hereistheregistrationform.Wouldyoulikemetohelpyouwithit,madam?（4）引導(dǎo)客人入住Hereisyourkey.Yourroomis708.Thatisonthe7thfloor.I’llcallabellhop,andhe’llshowyouuptoyourroom.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)未預(yù)定客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問(wèn)候Goodafternoon,madam.CanIhelpyou?（2）溝通房間信息Howmanypeoplearethereinyourparty?Waitamoment,please.Letmeseeifthere’saroomavailable.Yes,thereisoneonthe5thfloor.（3）辦理手續(xù)Couldyoufillintheregistrationform,please?CouldIseeyourpassport?（4）引導(dǎo)客人入住Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：occupation；formality；receipt；deposit；valuable；cashier；request；hesitate詞組：awalk-inguest；besoldout；keycard；helpwith；pay…inadvance；safebox；roomrate五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:Youdidn’tmakethereservationbeforeandnowyou’dliketohaveadoubleroomfortwonights.Receptionist:Youcheckthereservationrecordandseeifthereisanyvacantroomleft.Youhelptheguestcheckin.實(shí)訓(xùn)對(duì)話2：AttheFrontDeskGuest:Youareawalk-inguestandyou’dliketohaveasingleroom.Receptionist:Youcheckthereservationlistandfindnovacantroomavailable.Youexplainthistotheguestandaskhimtogoelsewhere.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：通過(guò)角色扮演，培養(yǎng)學(xué)生的共情能力和職業(yè)認(rèn)同感。課后反思課題項(xiàng)目三對(duì)團(tuán)隊(duì)客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待團(tuán)隊(duì)客人的基本禮儀和問(wèn)候用語(yǔ)；2.掌握核對(duì)團(tuán)隊(duì)客人信息、幫客人辦理入住的常用語(yǔ)；3.掌握為團(tuán)隊(duì)客人提供幫助的常用語(yǔ)；能力目標(biāo)能夠全面了解團(tuán)隊(duì)客人的需求并為其辦理入住德育目標(biāo)培養(yǎng)學(xué)生統(tǒng)籌安排事務(wù)的意識(shí)與能力重點(diǎn)掌握為團(tuán)隊(duì)客人提供幫助的常用語(yǔ)難點(diǎn)使用恰當(dāng)?shù)恼Z(yǔ)言應(yīng)對(duì)團(tuán)隊(duì)客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書(shū)設(shè)計(jì)Unit2CounterService項(xiàng)目三對(duì)團(tuán)隊(duì)客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課到酒店為其旅游團(tuán)客人辦理入住。相關(guān)信息如下：預(yù)定房間數(shù)量：10個(gè)所需房間類(lèi)型：標(biāo)準(zhǔn)間（男士、女士各5個(gè)標(biāo)準(zhǔn)間）需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。需要詢問(wèn)團(tuán)隊(duì)客人的具體情況和需求。一、詞匯積累1.schedule安排，計(jì)劃例句：You’rescheduledtocheckouttomorrowmorning.registration登記例句：Ihavecompletedtheregistrationformforyourgroup.3.lobby大廳例句：Wewillstartearly,sopleaseaskthebellhoptotaketheluggagedowntothelobbyasquicklyaspossible.4.buffet自助餐例句：ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.思政元素融入：引導(dǎo)學(xué)生在工作中注意商務(wù)接待禮儀。二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問(wèn)客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation,madam,please?（3）Pleasewaitamoment.I’llhaveacheck.2.Howtoconfirminformation怎樣確認(rèn)客人信息（1）I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?我想重新確認(rèn)你們住店的時(shí)間安排。你們住的人數(shù)有變化嗎？（2）Wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?我們有你們的預(yù)訂信息。你們計(jì)劃明天上午辦理退房手續(xù)，對(duì)嗎？3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說(shuō)（1）Wouldyoupleaseshowmeyourpassport?請(qǐng)出示一下您的護(hù)照。（2）Pleasesignhereandwritedownyouraddress.請(qǐng)?jiān)谶@里簽名，寫(xiě)下您的地址。4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說(shuō)（1）IfthereisanythingelseIcandoforyou,pleasedon’thesitatetocallme.如果有什么我能效勞的，請(qǐng)盡管給我打電話。（2）Wheneveryouneedanyhelp,pleasedonothesitatetocalltheFrontDesk.Ourservicenumberis00122145.Hereareyourroomkeys.PleasehandthembacktotheReceptionDesktomorrowmorningwhenyoucheckout.Goodnight.如果你們需要幫助，請(qǐng)打前臺(tái)電話，號(hào)碼是00122145。這是你們的房卡。請(qǐng)明天上午辦理退房手續(xù)時(shí)將房卡還給前臺(tái)。晚安！三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過(guò)學(xué)習(xí)，總結(jié)接待團(tuán)隊(duì)客人的流程。（1）問(wèn)候（2）確認(rèn)團(tuán)隊(duì)客人信息（3）辦理手續(xù)（4）引導(dǎo)客人入?。?）問(wèn)候WelcometoFriendshipHotel.MayIhelpyou?（2）確認(rèn)團(tuán)隊(duì)客人信息I’msorry,madam.Oursingleroomsarefullybooked.However,wedohaveasuitewithaveryniceviewofthelakefor$280anight.Orifyoudon’tmindasmallerroom,Icanofferyouoneat$260anight.Pleasewaitamoment.(Afterconfirmation)Yes,wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?（3）辦理手續(xù)思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生統(tǒng)籌安排事務(wù)的能力。教學(xué)內(nèi)容及設(shè)計(jì)Yourroomsare701,702,703,704and705forthewomenand801,802,803,804and805forthemen,and706foryou.Wouldyoupleasesignyournamehere?（4）引導(dǎo)客人入住Enjoyyourstayhere.Wheneveryouneedanyhelp,pleasedonothesitatetocallthefrontdesk.Ourservicenumberis011221567.Hereareyourkeycards.Pleasehandthembacktothereceptiondesktomorrowmorningwhenyoucheckout.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)團(tuán)隊(duì)客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問(wèn)候Welcometoourhotel.WhatcanIdoforyou?（2）確認(rèn)團(tuán)隊(duì)客人信息I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?Yourcheck-outtimeisat9:00tomorrowmorning.Hastherebeenanychangeinyourschedule?（3）辦理手續(xù)Wewillarrangeawake-upcallat8:00a.m.Willthatbefine?（4）引導(dǎo)客人入住Ifthere’sanychange,couldyoutelltheFrontDesk,please?2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：schedule；registration；lobby；buffet；voucher；hesitate；arrange詞組：confirmmessage；havearecordof；check-out；wake-upcall；breakfastvoucher/breakfastcoupon；pickup五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:You’reatourguideandyouandyourtourgrouparecheckingin.Receptionist:Youhelpthemcheckin.實(shí)訓(xùn)對(duì)話2：(2)AttheFrontDeskGuest:Youareanemployeeofthecompanyandyouandyourcolleaguesarecheckingin.Receptionist:Youhelpthemcheckin.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：通過(guò)角色扮演，培養(yǎng)學(xué)生的團(tuán)隊(duì)合作意識(shí)。課后反思課題項(xiàng)目四對(duì)特殊客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待特殊客人的基本禮儀和問(wèn)候用語(yǔ)；2.掌握與客人溝通，了解其要求的常用語(yǔ)；3.掌握為特殊客人提供幫助的常用語(yǔ)；能力目標(biāo)能夠全面了解特殊客人的需求并為其辦理入住德育目標(biāo)培養(yǎng)學(xué)生心細(xì)的品質(zhì)和周到的服務(wù)態(tài)度重點(diǎn)掌握為特殊客人提供幫助的常用語(yǔ)難點(diǎn)使用恰當(dāng)?shù)恼Z(yǔ)言應(yīng)對(duì)特殊客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書(shū)設(shè)計(jì)Unit2CounterService項(xiàng)目四對(duì)特殊客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課到酒店辦理入住。相關(guān)信息如下：預(yù)定房間數(shù)量：1個(gè)所需房間類(lèi)型：標(biāo)準(zhǔn)間客人情況：入住女士需靠輪椅出行需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。一、詞匯積累1.procedure手續(xù)，程序例句：I’llreturnthemtoyourightawayafterthecheck-inprocedure.思政元素融入：引導(dǎo)學(xué)生在工作中用細(xì)心、周到的態(tài)度提供服務(wù)。coupon贈(zèng)劵例句：Hereisyourroomkeyandthebreakfastcoupon.Wouldyoupleasesignhere?二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問(wèn)客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation,madam,please?（3）Pleasewaitamoment.I’llhaveacheck.2.Howtoconfirminformation怎樣確認(rèn)客人信息（1）Yes,wehaveareservation.Yousaidonthephonethatyou’dlikearoomwithabalcony.Isthatright?是的，我們有您的預(yù)定信息。您在電話上說(shuō)您想要一間帶陽(yáng)臺(tái)的房間。對(duì)嗎？（2）Wehaveareservation.Yousaidyoualwayshavealightsleepatnight,soyouwouldliketohaveaquietroom.AmIright?是的，我們有您的預(yù)定信息。您說(shuō)您經(jīng)常睡眠很輕，所以需要一個(gè)安靜的房間。對(duì)嗎？3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說(shuō)（1）Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.請(qǐng)您把護(hù)照和信用卡給我，辦完手續(xù)后我就還給您。（2）Pleasesignhereandwritedownyouraddress.請(qǐng)?jiān)谶@里簽名，寫(xiě)下您的地址。4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說(shuō)（1）Hereareyourcouponsforbreakfastandlunch。這是您的早餐和午餐劵。（2）Ifthere’sanychange,couldyoutelltheFrontDesk,please?有任何變化，請(qǐng)告訴前臺(tái)。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過(guò)學(xué)習(xí)，總結(jié)接待特殊客人的流程。（1）問(wèn)候（2）確認(rèn)客人信息（3）辦理手續(xù)（4）引導(dǎo)客人入?。?）問(wèn)候WelcometoFriendshipHotel.MayIhelpyou?（2）確認(rèn)客人信息Wehavekeptthespecialdoubleroomforyou.PleasewaitamomentandI’llhelpyouwiththecheck-inprocedure.（3）辦理手續(xù)Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.Howmanydayswouldyouliketostaythistime?思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生細(xì)心、周到的職業(yè)素養(yǎng)。教學(xué)內(nèi)容及設(shè)計(jì)（4）引導(dǎo)客人入住Hereareyourpassportandcreditcard.Youcangouptotheroomnowandthebellhopwilltakeyourluggagetoyourroomafterawhile.Ifyouhaveanyproblems,