UNIT 9 Receiving Guests接待服務教案教學

課題UNIT9ReceivingGuests接待服務9-2Conversation授課專業(yè)酒店管理教學目標知識目標：練習對話中如何做好接待服務。能力目標：接待顧客時如何用得體的語言為顧客服務。素質目標：有效的有素質的接待顧客。教學重點練習對話中如何做好接待服務教學難點接待顧客時如何用得體的語言為顧客服務課型理論課、對話練習教學方法教授法、對話練習法、討論法教具多媒體教學設備教學內容及教學過程教學環(huán)節(jié)理論學習實踐操作學生活動教師活動RevisionWelearnedthewordsandphrasesinlastclass,nowweshouldstudytheconversationtoknowhowtoreceivingguestsConversationA(FA:FloorAttendantG:Guest)FA:Goodmorning,SirandMadam.WelcometoBlueSkyHotel.MayIseeyourroomcard?G:OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(theFAopensthedoorandtheyenterit.)G:En,thisroomlooksnice.FA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barAndrefrigerator,teaandcoffeemakers,electronicsafe,andAir-conditioner.G:Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,Youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersOfallthedepartmentsofourhotel.Ifyouneedanyhelp,justCalltherelevantdepartmentordial“5”toreachme.G:OK,thankyouverymuch.FA:It’smypleasureandIamalwaysatyourservice.FindtheprocedureofreceivingaguestReadthedialogueandanswerthequestions.1.What’stheguest’sroomnumber?2.Doestheguestlikehisroom?ConversationB(A:HousekeepingAttendant:W:Mr.White)A:(Smiling)Goodafternoon.Welcometotheseventhfloor.W:Goodafternoon.A:IsthereanythingIcandoforyou?W:Yes.WouldpleaseleadmetoRoom1701?A:Certainly,sir.Wouldyoupleasecomethisway?Yourroomisattheendofcorridor.W:OK.A:Whatistheweatherliketoday?W:It'ssunny.W:Hereweare,Room2701.MayIhaveyourroomcard,please?Letmeopenthedoorforyou.W:Hereitis.(Thehousekeepingattendantknocksatthedoorfirst,openit,andprecedesMr.Whiteintotheroomandturnsonthelight)A:Thisway,please.W:Thankyou.Whenwillmybaggagearrive?A:Thebellmanwilltakeyourbaggageupsoon.Howdoyoulikethisroom?W:OH,itlookscomfortable.Ilikeitverymuch.A:Hereisthelightswitchandthetemperatureadjuster,theservicebookletisbesidethetelephone.W:Great,thankyou.A:Withpleasure.IsthereanythingIcandoforyou?W:No,thanks.A:I'malwaysatyourservice,Mr.White.Haveaniceday,Goodbye.FindtheprocedureofreceivingaguestReadthedialogueandanswerthequestions.1.Whereisroom2701?2.Whowillsendthebagg