前廳英語服務(wù)教案

1、重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 1 Reservation教學(xué)目的能用英語正確完成客人入住預(yù)定的服務(wù)教學(xué)重點客房預(yù)定工作的細(xì)節(jié)及英語用語教學(xué)難點對客人英語表述的理解與記錄課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)上節(jié)課內(nèi)容C講授新課 1.根據(jù)客人的預(yù)定的程序，掌握基本的句型Receiving a reservation inquiry(接到預(yù)訂)“This is Room Reservations. May I help you?”Checking room availability（確認(rèn)可用客房情況）“Could you hold the

2、line, please? Ill look into our booking situation. Thank you for waiting.”Accepting/refusing the reservation（接受/拒絕預(yù)訂）“Yes, we do have a twin room available for those days.”“Im afraid we have no double rooms, but we do have some twin rooms.”Documenting the reservation details（記錄預(yù)訂信息）Confirming the re

3、servation（確認(rèn)）“Could you hold the line, please? Ill check our reservation record. Thank you for waiting, sir. Your room is confirmed for that day. We look forward to serving you.” 2.學(xué)會認(rèn)識酒店英文預(yù)定表 3.課堂練習(xí)三種情況的對話演練接受預(yù)定拒絕預(yù)定預(yù)定確認(rèn)填空練習(xí)翻譯D課堂小結(jié) 1.預(yù)定程序 2.預(yù)定服務(wù)用語課外作業(yè)Review whatwe learned todayOral Practice ( Make a

4、 reservation)Preview next part -Concierge重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 2 Concierge and Reception教學(xué)目的能夠認(rèn)識英文的入住登記表能用英語正確完成對客人的迎接和入住接待工作教學(xué)重點認(rèn)識英文入住登記表；客人的入住接待服務(wù)用語教學(xué)難點入住接待的英語服務(wù)和工作程序課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)舊課C講授新課 1.課程導(dǎo)入回憶，復(fù)習(xí)前廳各崗位的的職責(zé)DoormanBellboyBell CaptainHotel Representative 2.入住程序 3.禮賓部用語見面

5、問候 Welcome to the White Swan Hotel.2）行李問題：3）引領(lǐng)辦理入住手續(xù)4.Reception前臺接待給有預(yù)定的客人辦入住手續(xù)的關(guān)鍵句型1）核對確認(rèn)對方的訂房信息“Please wait one moment while I check our reservation list.”2）填寫入住登記表/查看相關(guān)證件（身份證、護(hù)照、簽證）/付款方式“Could you fill in the registration form/card, please?”散客預(yù)定的服務(wù)英語團(tuán)隊預(yù)定入住1）與領(lǐng)隊核對確認(rèn)離開時間、停留天數(shù)、人數(shù)、有無變更等2）祝愿 5.認(rèn)識英文行李卡

6、 6.認(rèn)識入住登記表 7.關(guān)鍵詞復(fù)習(xí) 8.課堂練習(xí)填空完成對話D課堂小結(jié)前廳各部門的職責(zé)入住登記服務(wù)用語課外作業(yè)Review what we learned todayOral Practice ( Baggage Service; Register a guest/guests)Preview next part - Information Inquiry重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 3Information Inquiry教學(xué)目的認(rèn)識問訊處的工作職責(zé)能用準(zhǔn)確的英語表達(dá)，完成客人的一般性問詢服務(wù)教學(xué)重點問訊處日常服務(wù)英語教學(xué)難點對于突發(fā)情況的英語

7、服務(wù)課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)上節(jié)課內(nèi)容C講授新課 1.問訊處的一般工作任務(wù)介紹Consultation on Travel and Tourism;About the hotel and its other services;Deposit Valuable;Safe Deposit Box Service;Dealing with complaints;Giving Direction 2.旅游咨詢的常用語1）I suggest you visit我建議您游覽。/ You should2)旅游景點推薦3）旅途提醒tips 3.酒店服務(wù)介紹小知識：飯店等級和飯店類型休

8、閑康體服務(wù)介紹寄存物品服務(wù)用語 4.處理投訴1）Dont be on the defensive, say sorry and take action.不要為自己辯護(hù)，向客人道歉并采取行動。2）Show sympathy.向客人的遭遇表示同情。3）Offer solutions.提供解決方案。4）Always let the guest know he should have complained at once.讓客人知道，遇事應(yīng)立即投訴。5）Follow up.對所接受的投訴給予跟進(jìn)。 5.保險箱儲存服務(wù)1）當(dāng)已有客人使用保險箱，這時又有其他客人需要使用：“Just a moment, p

9、lease. You can use it after he goes out.”2）當(dāng)保險箱不能正常使用時：“Im sorry. The computer controlling the safety deposit box is out of order at this moment.” 6.語音練習(xí)：繞口令 7.課堂練習(xí)場景模擬對話演練D課堂小結(jié)1. Different information inquiries2. How to help guests with their special information needs3. How to deal with guests comp

10、laints課外作業(yè)1. Different information inquiries2. How to help guests with their special information needs3. How to deal with guests complaints重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 4 Business Center教學(xué)目的能夠用英語介紹不同的商務(wù)服務(wù)能夠準(zhǔn)確地用英語完成對不同客人商務(wù)要求教學(xué)重點記住商務(wù)服務(wù)的關(guān)鍵詞匯；常見商務(wù)要求的英語表達(dá)教學(xué)難點對不同客人商務(wù)要求的英語表達(dá)課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)

11、習(xí)上節(jié)課內(nèi)容C講授新課根據(jù)服務(wù)內(nèi)容，劃分以下場景任務(wù)1.復(fù)印和網(wǎng)絡(luò)服務(wù)“How many copies would you like?” 2.票務(wù)服務(wù)用語1）詢問訂票日期：“For which date do you want your tickets?/For which date?”2）訂票類型：一等艙、二等艙、經(jīng)濟艙硬臥/軟臥3）查看票務(wù)情況/訂滿或有空位“Im sorry, madam. All the tickets for tomorrow havebeen booked up. Could you change the date?” 3.郵電服務(wù)用語What kind of te

12、legram you want to send? Ordinary, urgent or letter?（平電，急電，書信電報）How do you want them to be delivered? Airmail or EMS (Express mail service)（航空信/特快專遞） 4.會議服務(wù)相關(guān)詞匯Blackboard chalk pointer指示器MicrophoneOverhead projector高射投影儀slide projector幻燈機Film projector電影放映機remote control system遙控系統(tǒng)Tape recorder磁帶錄音機

13、videotape recorder磁帶錄像機PA-system私人助理amplifier earphone sets photocopying影印carbon paper復(fù)寫紙paper clips紙夾notice board布告牌 5.課堂練習(xí)同桌對話演練：訂票、寄信三人對話演練：會議預(yù)定對話理解，判斷填空D課堂小結(jié)1. Different convention facilities2. Different business services 3. How to meet guests needs by supplying them withthose business services課

14、外作業(yè)Review what we learned todayOral Practice ( Dealing with the different business services for your guests)Preview next part - Money Exchange service重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 5Money Exchange教學(xué)目的能用英語準(zhǔn)確完成客人的外幣兌換服務(wù)教學(xué)重點認(rèn)識各種貨幣；兌換貨幣的關(guān)鍵句型教學(xué)難點靈活運用英語應(yīng)對客人兌換貨幣的要求課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)上節(jié)課內(nèi)容C講授新課

15、 1.認(rèn)識對世界主要貨幣Italian Lira Singapore Dollar British Pound Japanese YenAmerican Dollar Thai Baht EuroPhilippine Peso Australian Dollar Korean Won Canadian Dollar 2.支票兌換的表達(dá)3.兌換率的表達(dá)Todays exchange rate is 1.73 Singapore dollars for one US dollar.變換4.外幣兌換的表達(dá)當(dāng)客人要求兌換外幣時，一般的工作程序是：告訴客人今天的兌換率，之后要求客人填表。收取外幣和表格后

16、，要求客人出示護(hù)照核查，并要求客人在兌換水單上簽字。最后把水單和錢交給客人，并提醒客人保存好水單。5.課堂練習(xí)貨幣翻譯、句型翻譯、模擬對話D課堂小結(jié)匯率的表達(dá)，兌換貨幣的必要句型課外作業(yè)Review what we learned todayOral Practice ( the money exchange service)Preview next part -Switchboard services重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 6Switchboard教學(xué)目的能用英語正確完成總機服務(wù)的一般性的對客服務(wù)工作教學(xué)重點一般性總機服務(wù)用語教學(xué)難點聽懂客

17、人通過電話表達(dá)的服務(wù)要求課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)上節(jié)課內(nèi)容C講授新課 1.一般性總機服務(wù)的工作內(nèi)容介紹Leaving a message;Taxi service;Switching to someone or to another room;Morning call 2.留言服務(wù)的程序及英語表達(dá)1) Remember to take down every detail-names, time and place.記下每項細(xì)節(jié)姓名、時間、地點等2) Ask the caller to leave his/her telephone number.請致電者留下電話號碼3

18、) Always repeat the message.重復(fù)留言內(nèi)容4) Check each detail as the caller gives it.核對致電者所提供的資料。 3.出租車服務(wù)1) Where to and what time will you want it.2) It all depends on the traffic.3) I think the taxi can get you to airport in time.4) What kind of car do you have in mind.您想租哪種車？ 4.叫醒服務(wù)必要用語May I know the ti

19、me of morning call?What time do you want us to call you up, sir?How about your childrens room? 5.語音練習(xí)：繞口令 6.課堂練習(xí)根據(jù)題目，進(jìn)行同桌對話演練D課堂小結(jié)1. The duties of the Switchboard.2. How to finish those Different Switchboard related services課外作業(yè)Review what we learned todayOral Practice ( Switchboard Service)Preview

20、next part - Checking out重慶工程職業(yè)技術(shù)學(xué)院教案授課順序號授課日期月日月日月日授課班級課題Unit 7 Check-Out教學(xué)目的能用英語正確及時地完成對客人結(jié)賬離店的服務(wù)教學(xué)重點認(rèn)識英文離店結(jié)賬單；英語結(jié)賬服務(wù)的關(guān)鍵句型教學(xué)難點英語結(jié)賬句型的靈活運用課型理論課教具無教學(xué)過程及主要內(nèi)容A組織教學(xué)B復(fù)習(xí)上節(jié)課內(nèi)容C講授新課 1.辦理離店手續(xù)步驟的英文表述方式Greeting the guest and checking the name and room umberChecking the late chargesProducing master and guest folios for guest inspectionSetting accountUpdating Front Office records 2.現(xiàn)金結(jié)算環(huán)節(jié)，各步驟的關(guān)鍵用語計算費用清單.確認(rèn)總費用。請客人核查賬單。 3.信用卡支付的要點和英語服務(wù)用語Whats the mode of your payment?How would you like to pay your bill?How would you like to make