專業(yè)酒店英語教學(xué)計(jì)劃

原有教學(xué)模式

教案

課程名稱：酒店英語聽說_________________

總素質(zhì)學(xué)分：_______________3____________________

總課時(shí)：48（理論課時(shí)：24；實(shí)踐課時(shí)：24）

課程類別：口專業(yè)素質(zhì)教育口非專業(yè)素質(zhì)教育口特殊素質(zhì)教育

□必修口選修

口關(guān)縫素質(zhì)教育口非關(guān)鍵素質(zhì)教育

任課教師：______________________________

所屬單位：文法與外語學(xué)院_______________

職稱：____________副專家___________________

講課專業(yè)：___________酒店管理_________________

講課班級：酒店管理1501班_____________

UnitOneRoomReservationService

章/節(jié)題目UnitOneRoomReservationService

學(xué)時(shí)14

教學(xué)目的1)Befamiliarwiththeformalitiesofmakingreservation;

2)BeabletointroducesomeinformationabouttheFront

Department;

3)Learnhowtomakeareservationfbrtheguest.

教學(xué)措施GroupDiscussion；refined-choseninstruction；ListeningandOral

practice；

教學(xué)內(nèi)容及進(jìn)程

一、課堂檢查（包括提問、討論、隨堂測驗(yàn)等）備注欄：

1.提問：時(shí)間安排、教

(1)Whatisthehotel?學(xué)措施、舉例、

2.討論：案例、新增內(nèi)

(1)Whatkindofservicescanyougetifyouliveinahotel?容填寫等

(2)Whatisthemostimportantproductinahotel?

(3)Whatistheclassificationofthehotel?

(4)Asystemforratinghotelsaccordingtoqualityiswidely

usedinChina.Canyoudescribeit?

二、精講內(nèi)容(包括①要點(diǎn)、重點(diǎn)、難點(diǎn)；②互動設(shè)計(jì)；③板

書設(shè)計(jì))

1、要點(diǎn)：

(1)Ahotelisatemporaryhomeforpeoplewhoaretraveling.

(2)Inahotelthetravelercanrestandhasaccesstofoodand

drink.Thehotelmayalsoofferfacilitiesforrecreation,suchasa

swimmingpool,agolfcourse,orabeach.

(3)Accommodationisthemostimportantserviceinhotel.Allof

theotherservicesaredesignedtoaccommodatethetraveler.

(4)Asyouknow,therearemanykindsofhotelsinmodern

society.Accordingtothegueststheycaterto,thehotelcanbe

dividedintocommercialhotel,conferencehotel,resorthotel,

residentialhotel,economyhotel(budgethotel).

(5)Asystemforratinghotelsaccordingtoqualityiswidelyused

inChina.Thissystemputsthetophotelsasthefive-starhotels,

withotherreceivingfromfourtoonestar.Thedifferencebetween

hotelsisthequalityofequipmentandfurnishingsandservices

theyofferarealsoamatterofprimeimportance.

(6)WhalistheimportanceofFrontOffice?

theFrontOfficeisthemostvisibleareainhotel.

Ilhasthegreatestamountofguestcontact.

It'sthehotel,snervecenterandaliaisonbetweentheguestand

thehotel.

TheFrontOfficeisthefocusofguestrequestsforinformationand

service.

Itistheprofitcenterofroomsales.

(7)WhatisthemajorfunctionsofFrontOffice?

1)tosellguestrooms2)toprovideservicessuchashandling

mails,telegramsandmessagesforguestsandprovidesome

informationtoguests.3)tocoordinateguestservices,complaints.

4)tochartroomstatusreport.5)tomaintainguestaccounts,

determinecredits,renderbills,receivepayments,6)tosettleguest

accounts.And7)toconstructguesthistoryfileforfuture

references.

(8)WhatkindsofsectionsareincludedintheFrontOffice?

Rescrvation;FrontDcsk;Concicrgc;Busincsscenter;Tclcphone

room;Assistantmanager.

(9)Whatarethedifferentwaystomakeareservation?

Requestsforreservationsarereceivedatthehotelthrough

differentmeans-bytelephone,fax,letter,throughtheweborbythe

guestinperson.

(10)Generallyspeaking,therearetwokindsofreservation,what

arcthey?non-guarantccdguaranteed

(11)Whatarethedifferentkindsofguaranteedreservation?

Thetypesofguaranteedreservationsare:

Creditcardguaranteedreservation-Theguestprovidesthe

hotelwithacreditcardnumbertoholdtheroom.

Prepaymentguaranteedreservation-Guestsmakefull

paymentforthestaypriortoarrival.

Advancedepositguaranteedreservation-Aspecificamountof

moneyisrequestedfromtheguestpriortohisarrival.

Travelagentguaranteedreservation-Thisreservationis

madeandguaranteedbythetravelagent.Thehotelbillstheagent

forano-show.

Corporateguaranteedreservation-Acorporatecontract

guaranteespaymentforno-showtravelersofthatcorporation.

(12)Whatkindofinformationshouldbecontainedwhenmakinga

reservation?

Guestname,address,andtelephonenumber.

Arrivaldateandtime,andlengthofstay.

Typeandnumberofroomsandforhowmanypeople;Rate

quoted;Guaranteemethod.

Informationsuchasmethodofpayment,specialrequest

(non-smokingroom,handicapped)andthepurposeofguest'svisit

ishelpfulinsatisfyingtheguest'sneeds.

2、重點(diǎn)：

(1)Whatkindofinformationshouldbecontainedwhenmakinga

reservation?

(2)Theprocedureofmakingreservation.

(3)Howtoconfirmandrevisethereservationfortheguest.

(4)Theimportantsentencesofmakingreservation:

Importantsentences:

importantwords：

房型：

doubleroom雙人間=honeyroom=coupleroom:aroomwitha

doublebedoraqueen(king)bedtoaccommodate2adults.Athird

adultsneedsanextrabed.

singleroom單人間:Aroomwith1singlebed,strictlyfor1adult

only.Noextrabedsareavailable.

standardroom=TWBroom=twinroom:two-bed(ortwin-bedortwo

singlebeds)roomwithbathaccomodating2adults,athirdadult

requiresanextrabed.

suite[swi:t]n.套房

juniorsuite=astandardsuite一般套房

luxurysuite=dcluxcsuite豪華套房

superiorsuite-seniorsuite高級套房

abusinesssuite商務(wù)套房

executiveadministrationsuite行政套房

presidentialsuite總統(tǒng)套房

honeysuite蜜月套房

familysuite家庭套房

tripleroomZ2人間：Aroomwitheither3singlebeds,orI

queenbedand1singlebedtoaccommodate3adults.

預(yù)定的類型：

Non-guaranteedreservation非保證類預(yù)定

Guaranteedreservalion:保證類預(yù)定

creditcardguaranteedreservation信用卡保證類預(yù)定

prepaymentguaranteedreservation預(yù)付款保證類預(yù)定

advancedepositguaranteedreservation訂金保證類預(yù)定

travelagentguaranteedreservation旅游代理保證類預(yù)定

corporateguaranteedreservation企業(yè)保證類預(yù)定

Thereservationrecordmusthavefollowinginformation:

guestname,address,telephonenumber

arrivaldateandtime,andthelengthofstay

typeandnumberofroomsandnumberintheparty

ratequoted

guaranteedmethod

informationsuchasmethodofpayment,special

request(non-smokingroom,handicapped)

thepurposeoftheguest'svisit

importantsentences:

Askingtobeexcused

Onemoment,please,sir(madam).

Justamoment,please,sir(madam)

Holdonamoment,please,sir

Couldyouholdonamoment,please,sir?

Letmecheck.

Iamsorrytohavekeptyouwaiting.

Answertheguest'sreservationcall

Can/May/1helpyou?

WhatcanIdoforyou?

Howcan/mayIhelp/assistyou?

IsthereanythingIcandoforyou?

Guestname,address,andtelephonenumber

Yourname,please?

MayIknowyourname,sir?

Willyougivemeyourfullname,sir?

What'sthename,sir?

MayIhaveyoursurname/initials,sir?

Sorry,Ican'tcatchyouclearly;canyouspellyourname/surname

please,sir?

CouldItakeyournameandcontactnumber?

MayIhaveyournameandguest'sname,please.

MayIhaveyourtelephone/fax/contactnumber?

MayIhavethecompanyname/address?

MayIhavethewaytocontactyou?

Whomisthereservationfor,please?

Arrivalanddeparturedate,andthelengthofstay

Couldyoutellmeyourarrivaltimeanddeparturedate?

Whattimewillyoubearriving?

Howlongdoyouplantostay?

Howmanynightsdoyouplantoslay?

Forwhichdates?

Forwhenwas(is)that,please?FromMaythe15thto(through)the

17th.

Howlongareyoubeingstay?

Howlongwillyoustayinourhotel?

Howmanynightsdoyourequiretheroom?

Typeandnumberofroomsandthenumberintheparty

WhattypeofroomwouldyouIike/prefer/require?

Wehavedeluxesuites,deluxedoublerooms,twin-bedroomswith

bath,andsinglerooms,whichdoyouprefer?

Whichdoyouprefer,adoubleroomwithbathoratwin-bedroom

withshower?

Singleordoubleroom?

Howwouldyoulikeadoubleroomwithtwin-bed?

Forhowmanypeople?

Howmanywasitfor?

Whoisthebookingfor?

Forwhom?

Inwhosename?

Ratequoted

Theprice/roomrateforastandardroomwouldbe160yuanRMB.

Thatwillrun/costyou300yuananight.

200yuananight,includingbreakfastanddinner.

Isitacompany/private!group/guaranteedbooking?

Wcwillgiveyou10percentdiscount/offsinceyouarcourold

customer/sinceyouareagroupreservation/sinceyouarea

corporatereservation.

Iseeyourcompanyhasanarrangementwiththishotelfordeluxe

rooms.TheratewillbeRMB860pernight.

Canyougiveusaspecialratesinceoursisacompanybooking?

Thereisa20percentcompanydiscount.

Sinceyoursisacorporate(company)reservation,wewillgiveyou

a20%discount.

TheroomratewillbeRMB600pernightjustasyourlaststay.

WechargeadeluxesingleforRMB100Yuanpernight.

Confirmationandguaranteedmethod.

Howdoyouwishtoguaranteeyourreservation?

Howwouldyouliketoguaranteeyourreservation?

Wecanguaranteeyourroomafterthefifth.

WccanguaranteeyoutheroombookedafterOctober17.

WecanconfirmyoutwodoubleroomfromNovember2ndto7th

Icanconfirmyouasinglewithbathforthe2nd,butIcan't

guaranteeitformorethanonenight.

Wecandoastandardtwin-bedroomforRMB800Yuanpernight.

Yes,wedohaveadoubleroomavailableforthatday.

Wedohaveasingleroomavailableforthosedates.

Weconfirmyourcreditcardguaranteedreservation.

We(can)confirmyourprepayment/advancedeposit/travelagent

/corporateguaranteedreservation.

Youshouldpay500yuanasdeposittoconfirmyourreservation.

Howwouldyoulikethewayofpayment/topaythepre-payment?

Willthecompanypayeverything?Theguestswillpaytheirown

expensesuponcheckout,expecttheroomrates.

Wccanholdtheroomuntil6p.m.foryou.

Whenthereisnoroomavailable

Iamsorry,alltheroomsaretaken/bookedup.

Oh,sorry,allthetwinsaretaken,butwehappentohaveasuite

available.

Sorry,butwehavenovacancies/roomavailableatthistime.

Well,wcarcratherfull.ButT11trymybest.

Oh,IamsorrybutalltheroomsarebookedupinOctober.Don't

worry,wecaneitherpulyouonthewailinglistorfindyouaroom

inthenearbyhotel.

Sorry,wehavenodoubleroomatthatday,howaboutajunior

suite?

Thewaytoconfirmthereservation

(l)We'IIsendyouaconfirmationbyfaxwithinfivedays.MayI

knowyourfaxnumber?

(2)rIIgiveyouadefiniteanswerbyphonewithinfivedays.

(3)Youcanhavearoomin**hotel,theyareexpectingyouto

arrive.

(4)Canyouconfirmthosepaymentdetailsinwriting,please?

(5)We’11sendyouafaxtoconfirmthereservationassoonas

possible.

(6)Welookforwardtoseeingyousoon.

(7)Welookforwardforyourcoming.

Guest'squestionsforsomeinformation

Haveyougotanyvacanciesforthenightsof22ndand23rd?I'd

liketomakeareservationforthetwonights.

Howmuchwillitbeforonenight?

DoyouacceptVISA?

Doyouofferairportpick-upservice?

Withorwithoutbreakfast?

Canyoutellmetheroomrate?

Whatservicescomewiththat?

3、互動設(shè)計(jì)：

ListeningPractice:

Dialogue1:

Forwhichdate,please?Forhowmanynights?

FromOctoberlOth.Forthreenights.

Howmanyguestswilltherebe?

Justmywifeandmyself.

Whatkindofroomwouldyouprefer?

Atwin,please.

Whatistheroomrate?

We'11taketheoneat1,800Yuan,

yournameandinitials,please?

BrownT.E.

mayIhaveyourphonenumber?

06-321-5535.

Dialogue2:

Forwhichdates?

FromSeptember10thtoSeptember15th.

Forhowmanypeople?

Twentypersons.

Whatkindofroom?

Doubleroomwithtwinbeds.

Isthereaspecialrateforagroupreservation?

Yes,thereisa10percentdiscount.

Nameandtelephonenumber,please?

Mr.Blake,2860456.

Dialogue3:

Whatkindofroomandtbrwhichdates?

rdliketoreserveasingleroomwithbathforSeptember24th.

Isthereanyroomavailableforthatday?

No.

Couldyougivemeyourphonenumber?

Yes,myphonenumberis08-65783325.

Guest'sname?

Evelin.EvelinWinthrop.

Dialogue4:

Whenwilltheguestarriveandhowlongwilltheguestbestayingin

thehotel?

Whattypeofroomdoestheguestwant?

Whatisthenameofguest?

Howmuchistheroomrate?

Dialogue5:

Whycan'tthereservationbemade?

Theguestchangesthedateofarrival,doesn'the?Why?

Whatsuggestiondoesthereceptionistgive?

Whichonedoestheguestprefer?

Oralpractice:

Situations:

1、Cues：面對面的預(yù)定。推薦房型并規(guī)定付500押金來保證預(yù)定。

2、Cues：預(yù)定，信用卡保證類預(yù)定。

3、Cues：團(tuán)體預(yù)定。企業(yè)保證類預(yù)定。兩個(gè)豪華套房，五個(gè)豪華原則間。

由于是企業(yè)口勺VIP客人。因此務(wù)必要保留好房間?；卮鹫f，由于是企業(yè)

保證類預(yù)定，就算有預(yù)定未到的客人，也會把房間保留24個(gè)小時(shí)。不過

費(fèi)用將由企業(yè)支付。

4、Cues：預(yù)定。旅行社保證類預(yù)定。通過發(fā)送預(yù)定確認(rèn)函。

5、Cues：面對面的預(yù)定，不過那個(gè)時(shí)間段已經(jīng)沒有房旬了。問與否樂

意等待?；蛘呖梢远及才旁谂R近日勺酒店.

6、Cues：團(tuán)體預(yù)定，問與否可以安排接機(jī)服務(wù)。讓客人到機(jī)場后聯(lián)

絡(luò)酒店的機(jī)場服務(wù)處。

7、Cues：殘疾人預(yù)定。問與否有適合殘疾人使用的設(shè)施設(shè)備

8、Cues:散客預(yù)定。問房價(jià)與否包括早餐和服務(wù)費(fèi)。

9、Cues：預(yù)定。沒有標(biāo)間了，問與否可以考慮雙人間。

10、Cues：企業(yè)保證類預(yù)定。問企業(yè)是不是會承擔(dān)所有H勺費(fèi)用。回答是

除了房費(fèi)外，其他的費(fèi)用由客人自己承擔(dān)。

11、Cues：預(yù)定，信用卡保證類預(yù)定。要定一種豪華行政套房，一種

一般套房，一種雙人間、一種標(biāo)間、一種單人間。

12、Cues:客人做一種非保證類有預(yù)定，估計(jì)的抵店時(shí)間為下午兩點(diǎn)。

預(yù)訂員申明：假如沒有接到推遲抵店H勺告知，非保證類預(yù)定日勺房間可以

保留到當(dāng)日下午六點(diǎn)。

13、Cues:預(yù)定13/5號的1房間。13號有房。不過14/5號的房間臨

時(shí)沒有.將把客人的名字放在候房單上。

14、Cues:客人打來更改預(yù)定。時(shí)間從本來的13-15號變成13-16號、

房間的類型從一般套房到豪華套房。

15、Cues:客人打預(yù)定房間。并要定一間會議室。

16、Cues:客人打做團(tuán)體預(yù)定房間。并要定當(dāng)口晚上日勺歡迎雞尾酒會。

17、Cues:客人打取消房間的預(yù)訂。

18、Cues:客人打.預(yù)訂十月二號到五號的房間，不過那幾天H勺房間已

經(jīng)訂滿了。可以把客人的名單放在候房單上，并在五天之內(nèi)告知客人與

否有房。

19、Cues:散客的面對面預(yù)訂，規(guī)定全額付費(fèi)來保證預(yù)訂，并給客人一

份預(yù)定確認(rèn)函。

20、Cues:旅行社打來做團(tuán)體預(yù)定。問旅行社的號，發(fā)一份預(yù)訂

確認(rèn)函給旅行社。

三、答疑安排

1、Askthestudentstothinkoversomedifficultiesofthistopic,if

theyhaveanyquestions,theycanconfermeoninternet.

四、布置三習(xí)題（預(yù)習(xí)題、練習(xí)題、復(fù)習(xí)題）

1、預(yù)習(xí)題：Haveapreparationaboutnextclass.Readthedialogues

oftheChapterOne,

2、練習(xí)題：FinishtheexercisesafterthisUnitonyourtextbook.

P7-10

3>復(fù)習(xí)題：Understandingtheimportantwords,phrases,

expressionsandsentenceswithsomeexamplesinordertogetready

fortheoralpracticeforthenextclass.

五、教學(xué)反思

1、怎樣更多的讓學(xué)生參與到課堂討論？

（1）前幾堂課盡量多的讓學(xué)生輪番發(fā)言、回答問題。

對每個(gè)學(xué)生的英語基礎(chǔ)尤其是口語基礎(chǔ)有一種

大體理解。根據(jù)實(shí)際水平，提不一樣難度的問題。

（2）不管學(xué)生回答的怎么樣，盡量日勺肯定和鼓勵(lì)，營

造輕松愉悅?cè)丈渍n堂氣氛。

ChaptertwoReceptionDesk

章/節(jié)題目ChaptertwoReceptionDesk

學(xué)時(shí)14

教學(xué)目的4)BefamiliarwiththeformalitiesofCheckin;

5)Beabletointroducesomeinformationaboutthehotelservices;

6)Learnhowtoprovidesomeservicestotheguest,suchasextra-bed,

changeroom,extendingstayandsoon.

教學(xué)措施GroupDiscussion；refined-choseninstruction；ListeningandOral

practice；

教學(xué)內(nèi)容及進(jìn)程

一、課堂檢查（包括提問、討論、隨堂測驗(yàn)等）備注欄：

1、提問：時(shí)間安排、教

(1)WhatistheprocedureofCheck-inservice?學(xué)措施、舉例、

2、討論：案例、新增內(nèi)

(1)Whatkindofserviceswillbeprovidedbyreceptiondesk?容填寫等

(2)Whatisthemostimportantresponsibilityofthereception

desk?

(3)Howtoprovidesomeservicessuchasextra-bed,change

room,extendingstayandsoon?

二、精講內(nèi)容(包括①要點(diǎn)、重點(diǎn)、難點(diǎn)；②互動設(shè)計(jì)；③板

書設(shè)計(jì))

1、要點(diǎn)：

Procedures：

1、greetguest

2、askwhethertheguesthasreservation

3、iftheanswerisaffirmative,confirmtheinformationaboutthe

guest'sreservation

4、Iftheanswerisnegative,askforthecheck-ininformation,such

ashowmanypeopleintheparty,whatkindofroomtheguest

needs,andthenconsultthecomputertoseeiftherearerooms

available.Ifthereisanyvacantroom,youshouldquotethe

roomrate.

5^Iftheroomrateisacceptedbytheguest,youshouldaskthe

guesttocompletetheregistrationlist,thatmaybeconcludes

informationsuchasnationality,name,age,occupation,passport

numberoridentitycardnumber,address,telephone,thewayof

payment,etc.

6、Ifthereisnoroomavailable.Youshouldmakeapologizingand

recommending...

7^Takeacopyoftheguest'spassportoridentitycard,maybealso

thecreditcard.

8、Askforthewayofpaying.

9、Askfbrthedepositatthecashier's.

10、Maketheassignmentoftheroom,maketheroomcardand

roomkey,andgivethemiotheguest.

11>Asktheportertoshowtheguestuptotheroom.

12、Bestwishestotheguest

Importantsentences

1、doyouhaveareservation?Whenwasitmade?Fromwhich

company?Whomadethebooking?Inwhosenamewasthe

reservationmade?

2、Letmehaveacheckatthecomputer(reservationlist).

Iamsorry;madam,butIhaven'tgotanyrecordofthat.Have

yougotaletterortelexconfirmingyourbooking?

Doyouhaveyourreservationconfirmationletter?

Waitaminute;Iwillcheckourreservationrecord.Yes,we

havethereservationinyourname.

Yes,Mr.smith,youhavereservedadoubleroom.Yes,we

haveyourreservation.

3、Whallypuofrouniv/ouldyoulike?

Howaboutasingleroom?

Howmanypeoplearethereinyourparty?

Therearemoremembersofyourpartythatwearetold.團(tuán)員人

數(shù)比預(yù)訂時(shí)增長了。

Wehavedeluxesuite,juniorsuite,deluxedoubleroom,junior

doubleroom,singleroom,standardroom,whichdoyou

prefer?

Iwonderifyou'dconsiderajuniorsuite.Wehavesomenice

onesat90dollarspernight.

What'sthediflerenceinprice?Therewouldbeasavingof20

dollars.

4、Pleasefilltheregistrationform.Name,incapitalletterplease.

Pleasesignyournamehere.

Justfillintheregistrationwithyourname;yourpassport

numberandyournationality.Iwilltakecareoftheothers.And

don'lforgetsignyournamealthebottomoftheform.

Iwillputintheothersforyoulateron.

CouldIaskyoutowriteyournameinblockcapitals?

Couldyousignyournamehere,please?

Wouldyouputyousignaturehere,please?

Youforgottofillinthedateofdeparture?

Pleaseletusknowyourdepartureatleastonedayinadvance.

請至少提前一天告知離店日期。

5、Iamafraidyourroomisnotreadyyet,wouldyoumindwaiting,

please?Weareverysorryforinconvenience.

Ihopeyouwillunderstand.

MayIrecommendanotherhotelfbryou?

MayIarrangearoomforyouinnearbyhotel?

Sorry,buttheguesthasnotcheckedout.Wouldyouplease

waitfbramoment?

Therearecancellationsorno-showsallthetime.Wouldyou

liketowaituntilthen?取消預(yù)訂或者預(yù)定未到是常有時(shí)事，你樂

意等待嗎？

Ourcheck-outtimeis2o'clock,wouldyoumindsittingdown

overthereuntilthen?

Ifyoursisaun-guaranteedreservation,thereservationwillbe

heldtill6o'clockpm,onlyunlessweareinformedoflatearrival.

假如沒有接到推遲入住登記告知，預(yù)訂房只能保留到下午6

點(diǎn)鐘。

Sinceyoursisaguaranteedreservation,we'llblocktherooms

for24hoursincaseofno-show.Buttheexpenseisonyourside.

既然你們的預(yù)定是有保證預(yù)定，雖然他們今天不來，我們也會

將他們?nèi)丈追块g延長保留24小時(shí)。不過費(fèi)用由你們承擔(dān)。

Reservedroomwillbehelduntil6:00pm.預(yù)訂房能保留到下

午6點(diǎn)鐘。

6、Hereisyourkey.Yourroomnumberis808.

Icanassureyouthattheroomisveryquiet.

Wehaveaverynicespeciousair-conditioned

是帶空調(diào)的，并且很寬闊。

Iamsureyouwillliketheroom

Wehavearrangedyouthesameroomasyoustayedwithuslast

time.我們?yōu)槟才帕四洗巫∵^的房間。

Itisaspecioussingleroomwithafineview.這是個(gè)可以看到

漂亮風(fēng)景的寬闊的單人間。

7、What'sthedifferenceinprice?Isthereanydiscount?Wewill

giveyou15%discount.Thatwillbeasavingof100Yuan

RMB.

Thechildwillbehalfprice.

Wouldyoumindpayingthedepositatthecashier'soverthere?

Wcrequireadepositofonenight'sroomrateinadvance.

Wouldyoupleasepay1000Yuaninadvance?

Ifyouhaveanyvaluables,youmaydeposithereinthesafe

depositbox.Itisfreeofcharge.

Asamatterofhotelpolicy,youshouldpay1OOOyuanas

deposit.

8、Hereisyourroomcardandroomkeytoroom808.

Pleasemakesurethatyouhavetheroomcard(key)withyouall

thetime.Youneedtoshowitwhenyousignforyourmealsand

drinksintherestaurantsandbars.

Youhavetoshowyourroomcardforeachmeal.

Willyoupleasegivethekeytothereceptiondeskwhenyougo

out?您若要外出，請把鑰匙交到接待處。

9、Doyouneedluggageservice?

Ourbellboywillhelpyouwithyourbaggageandshowyouthe

way.

PleasetakeMr.James'ssuitcaseuptoroom808,willyou?

10、howwillyoubepaying,incash,bycreditcard,orwith

traveler'scheck?

Willyourcompanycoveralltheexpenses?您H勺企業(yè)會承擔(dān)

所有的費(fèi)用嗎？

11、Hopeyouwillenjoyyourstayinourhotel.

Wishyouwillhaveagoodstayinourhotel.

Haveagood(happy\pleasure\

wondcrful\enjoyablc\exciting\chccrful)stay.

Iwishyouamostenjoyablestaywithus.

Topicfourotherkindsofservicesatthereceptiondesk

Givingthemessagesthatleftbythevisitors.

1、ifyouareabsentfromthehotelforafewdays,youmanyleave

youbaggageinthecloakroom(行李房)。

Noproblem.Wewillseetohandingittohim.沒問題，我會負(fù)責(zé)

把這個(gè)交給他。

Youwerecalledwhileyouwereout.

AMr.Licalledtoseeyou.

Pleasewaitinyourroom,thebellmanwillsendittoyourroom.

2、leavingmessagestoforthevisitors

Doyouknowhisroomnumber?

Wouldyoupleaseleaveamessage?Wcwillinformhimwhenhe

returns.

Here'sthepaperandaballpointpen.

Iamafraidthereareseveralguestsbythisname.Couldyoutellme

more,please?

Iamsorry,butIcan'tfindsuchapersonintheregistry.

Thereareseveralbrownswhohaveregisteredatourhotel.Whatis

hisfistname?

Oh,hereishisname,heisstayinginroom1128.

Iwillhavethebellboylookforhim.Takeaseat,please.

Ellgiveittohim.

PHpageyouwhenIgettheanswer.一有回應(yīng),我就會呼喚您。

I,llmakesurehegetsit.我一定轉(zhuǎn)告

3^givingsomehelptothevisitors.

Thenewsstandhasawideselectionofforeignnewspaperand

magazines.

TheNewYorkTimesarrivesaround9:00pm.Onweekdays.紐約時(shí)

報(bào)每天晚上9點(diǎn)到。

rilgetyoualocaltel叩honedirectory.我給您拿本當(dāng)?shù)乇尽?/p>

4、Changingroomorextendingthestay

Wedohavevacantbiggerrooms.Whendoyouwanttochange

yourroom?

Ifwewerenotsoheavilybooked,wecouldletyoustayintheroom

fortheafternoonfreeofcharge.

Wehaveafullhouse,soifyoureallywanttokeepyourroomthis

afternoon,we'llhavetochargeyou50%oftheprice.

Thehotelisfullandthere'llbesomeonetakingyourroom.WcUl

keepyourbaggageifyoulike.

Iamsorry,sir.Thereisnosuiteavailablenow.Wouldyoumind

havingadoubleroominstead?

You'llhavetopayhalftheratemorefbrtheroomyou*restaying

now.

Ifyouleavethekeytothebellman,hewillseetoyourbaggage.

2.重點(diǎn)：

1.Theimportantsentencesofthistopic.

2.Listeningandoralpracticeofthistopic.

3、互動設(shè)計(jì)：

ListeningPractice:

Questionsfordialogue1:

Whatistheguest'sname?

Whattypeofroomdoeshewantandhowmanyroomshashe

reserved?

Whatishisdateofdeparture?

Whatishisroomnumber?

Questionsfordialogue2:

Whattypesofroomsdoesthetourgroupwantandhowmanyof

eachisreservedbythem?

Whenwillthegroupcheckout?

Whenwillthemorningcallbe?

Duringwhattimewillthebreakfastbeserved?

Questionsfordialogue3:

Whatistheguest'sname?

Whattypeofroomsdoesheaskandhowmany?

Whataretheroomnumbers?

Howmuchdocshehavetopay?

Oralpractice:

Situationsofcheckinservice

Situation1

Cues：

接待一位沒有預(yù)定的散客入住?？腿讼胍环N單人間，不過

已經(jīng)沒有單人問了，提議客人入住雙人間，房價(jià)只貴20塊錢

晚。

Iamsosorry,thereisnosingleroomavailable.Wouldyouliketo

consideradoubleroom.Itisonly20Yuanextraforonenight.

Situation2

Cues：

接待一名有預(yù)定的客人入住。客人想要能看到花園淤J安靜的

房間。

rdliketohaveaquietroomfacingthegarden.

rdliketohavearoomwhichisveryquietandfacingthebeautiful

garden.

Situation3

Cues：

接待沒有預(yù)定口勺客人入住，客人是一種家庭，有一種十歲

的小孩。想要一種單人間，一種雙人間。提議客人使用一般套

房,會節(jié)省200塊錢一種晚上。

Iwonderifyou'dconsiderajuniorsuite.Wehavesomeniceones

at900yuanpernight.Thatwillbeasavingof200yuanpernight.

Situation4

Cues：

接待有預(yù)定的客人入住，卻沒有找到客人的預(yù)定記錄。但由

于尚有空房，直接給客人安排了房間。

IamSony;madam,butIhaven'tgotanyrecordofthat.Have

yougotaletterortelexconfirmingyourbooking?

Situation5

Cues：接待有預(yù)定的團(tuán)體入住。不過實(shí)際日勺人數(shù)比預(yù)定的人數(shù)

多。幸好尚有房間，不過不在同一樓層。承諾第二天假如有房

間退出來，會幫轉(zhuǎn)到同一樓層。

Therearemoremembersofyourpartythanwearctold.

Wedohavesomevacantrooms.Buttherearenotonthesame

floor.

Wecanchangeyourroomtothesamefloorifthereisanyroom

available.

Situation6

Cues：

接待沒有預(yù)定口勺客人，客人想要一間帶浴缸的標(biāo)間。不過

已經(jīng)沒有帶浴缸的標(biāo)間了，問客人與否可以考慮帶淋浴的標(biāo)間。

價(jià)格上要廉價(jià)二十塊錢一晚。

Ifyou'dconsideraTWBroomwithshower.

What,sthedifferenceinprice?Therewouldbeasavingof20

Yuan.

Situation7

Cues：接待沒有預(yù)定的客人入住。規(guī)定客人填寫登記表格上

的姓名、護(hù)照號、國籍。其他的交給接待員完畢。

Justfillintheregistrationwithyourname;yourpassport

numberandyournationality.Iwilltakecareoftheothers.And

don'tforgettosignyournameatthebottomofthefonn.

Situation8

Cues:接待沒有預(yù)定日勺客人。讓客人填寫登記表格時(shí)候，提醒

下填寫離店時(shí)間，客人說不清晰。接線生請客人提前一天告知

離店O

Youforgottofillinthedateofdeparture.

Pleaseletusknowyourdepartureatleastonedayinadvance.

Situation9

cues：接待有預(yù)定口勺客人。由于客人比估計(jì)的時(shí)間提早抵店，

房間還沒有準(zhǔn)備好一問客人與否介意等2()分鐘左右。

Wearetoldthatyouwillbearrivingat2o'clock.Itis12o'

clocknow.Theguesthasnotcheckedout.Iamafraidyourroomis

notreadyyet,wouldyoumindwaiting,please?Weareverysorry

forinconvenience.

Situation10

cues：接待沒有預(yù)定的客人。臨時(shí)沒有空房，問與否樂意等待。

客人很累了，想快點(diǎn)休息一下。問與否需要幫他推薦酒店。

Iamsorry,alltheroomsaretakenup.Wouldyoupleasewaitfora

moment?

MayIrecommendanotherhotelforyou?/MayIarrangearoomfor

youinnearbyhotel?

Situation11

Cue：接待沒有預(yù)定的客人。不過沒有客人所要口勺雙人間了。

問客人與否樂意等待，取消預(yù)訂或者預(yù)定未到是常有的事。此

外，酒店日勺離店時(shí)間是12點(diǎn)。12點(diǎn)后來肯定會有合適的房間騰

出來。

Therearecancellationsorno-showsallthetime.Wouldyouliketo

waituntilthen?

Ourcheck-outtimeis12o'clock.Thatwillbesomedoublerooms

vacatedafterthat.

Situation12

Cues:客人有預(yù)定，不過估計(jì)的抵店時(shí)間是下午四點(diǎn)，目前已經(jīng)

是晚上七點(diǎn)了。已經(jīng)沒有房間了。解釋說：由于是非保證類預(yù)

定，所有假如沒有接到推遲入住登記的告知，預(yù)定的房間只能

保留到下午六點(diǎn)。

Becauseyoursisanonguaranteedreservation,thereservation

willbeheldtill6o'clockpm,onlyunlessweareinformedoflate

arrival.

Situation13

Cues：接待有預(yù)定的團(tuán)體入住。由于尚有兩位團(tuán)員沒有抵達(dá),

問與否可以保留房間?；卮鹗牵河捎谀銈兊氖潜ＷC類預(yù)定，就

算客人未到，房間仍可以保留二十四個(gè)小時(shí)。但費(fèi)用將由客人

支付。

Sinceyoursisaguaranteedreservation,we'11blocktherooms

for24hoursincaseofno-show.Buttheexpenseisonyourside.

Situation14

Cues：接待老顧客入住。為客人填寫登記表格，并讓客人簽名。

幫客人安排了上次他住過的單間。房間可以看到漂亮的風(fēng)景。

Wehavearrangedyouthesameroomasyoustayedwithuslas