《酒店英語(yǔ)-II》-課程教學(xué)大綱

PAGEPAGE1《酒店英語(yǔ)-II》課程教學(xué)大綱一、課程基本信息課程代碼：16010202課程名稱：酒店英語(yǔ)-II英文名稱：HospitalityEnglish-II課程類別：專業(yè)課學(xué)時(shí)：32學(xué)分：2適用對(duì)象:酒店管理本科專業(yè)已修習(xí)過(guò)酒店英語(yǔ)I的學(xué)生?？己朔绞剑嚎荚囅刃拚n程：酒店英語(yǔ)I二、課程簡(jiǎn)介本課程主要針對(duì)旅游系酒店專業(yè)的學(xué)生，通過(guò)重點(diǎn)講授酒店英語(yǔ)，進(jìn)一步擴(kuò)大相關(guān)詞匯量，訓(xùn)練口語(yǔ)技巧，并簡(jiǎn)單介紹西方文化背景與風(fēng)俗習(xí)慣，使學(xué)生了解中西文化差異，從而能更好地進(jìn)行跨文化交流，并為今后就業(yè)打下基礎(chǔ)。培養(yǎng)學(xué)生跨文化交流的能力和愛(ài)國(guó)、敬業(yè)的情操，為中國(guó)特色社會(huì)主義事業(yè)培養(yǎng)有高度社會(huì)責(zé)任感與正確道德觀念的有用人才。Thecourseisdesignedforhospitalitymanagementmajors,focusonhospitalityEnglish.Themainpurposeistofurtherfamiliarizethestudentswithtechnicalterms,workplacedialoguesandwesterncultureandcustom,soastofacilitatetheirfuturecareerinthehospitalityindustry.Cross-culturalcommunicationcompetence,loyaltyforcountryandresponsibilityforthejobwillbeemphasizedtocultivatetalentswithsocialresponsibilityandpropervalues.三、課程性質(zhì)與教學(xué)目的本課程是旅游系酒店專業(yè)學(xué)生的必修課程，通過(guò)重點(diǎn)講授酒店英語(yǔ)，擴(kuò)大相關(guān)詞匯量，訓(xùn)練口語(yǔ)技巧，并簡(jiǎn)單介紹西方文化背景與風(fēng)俗習(xí)慣，使學(xué)生能從不同視角審視并理解文化差異，具備跨文化交流的能力和愛(ài)國(guó)、敬業(yè)的情操，從而能更好地進(jìn)行跨文化交流，保持高度社會(huì)責(zé)任感與正確道德觀念，成為行業(yè)的中堅(jiān)力量。四、教學(xué)內(nèi)容及要求第一章Self-Assessment,LearningObjectives,Introduction目的與要求Differentiatebetweenyourculturalneeds,andthoseofothers.Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.Differentiatebetweenresortsandhotelstoidentifythepurposeofguestvisit.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Introduction&3Aperspectives基本概念和知識(shí)點(diǎn)：Introductionaboutthecourse.Culturalawarenessinservice問(wèn)題與應(yīng)用（能力要求）分小組，每日組織晨讀第二節(jié)主要內(nèi)容：英語(yǔ)學(xué)習(xí)技巧之語(yǔ)音語(yǔ)調(diào)糾正基本概念和知識(shí)點(diǎn)ThelodgingindustryLodgingtypesCareersinhospitality:Leadership問(wèn)題與應(yīng)用（能力要求）Knowingthefollowingfacts:Culturecanbedefinedasasystemofbeliefsandvaluessharedbyaparticulargroupofpeople.Peoplefromdifferentculturesmayhavedifferentviewsonwhatgoodcustomerserviceis.Weshouldtreatcultureswithequalrespect,andenhanceourculturalintelligence.思考與實(shí)踐Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.教學(xué)方法與手段課堂講授、多媒體教學(xué)第二章Stereotypes&HotelOC目的與要求Understandthatyourstereotypesshowinyourattitudeandyourattitudeshowsinyourservice.Identifythedifferentpartsofthehotelthatarecommoninmostlodgingproperties.Understandthehiringprocessinahotelanddevelopjobinterviewskills.Masterthelodgingtypes.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Stereotypes基本概念和知識(shí)點(diǎn)：Commonstereotypes HotelOrganizationalChart問(wèn)題與應(yīng)用（能力要求）Knowingthecommondepartmentsofahotel.第二節(jié)HotelOC基本概念和知識(shí)點(diǎn)Departmentsofahotel.Somecommonpositionsinahotel.Careersinhospitality:Administration問(wèn)題與應(yīng)用（能力要求）CommonpartsofahotelJoiningtheteam:Thehiringprocess思考與實(shí)踐Howwouldyoustartyourcareerinahotel?Nametheadministrationdepartmentsofahotel.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第三章AConceptualFrameworkoftheHotelGM’sJob:HotelPositions目的與要求KnowingtheworkingprocedureofaGM’sdailywork.Furtherunderstandingaboutthehotel’sexecutiveoperatingcommittee.Knowingthecommunicationsandinteractionsbetweendepartments.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：基本概念和知識(shí)點(diǎn)：AConceptualFrameworkoftheHotelGM’sJob問(wèn)題與應(yīng)用（能力要求）GM’sworkingproceduresandcareerdevelopment第二節(jié)主要內(nèi)容：HotelPositions基本概念和知識(shí)點(diǎn)PositionsinFOPositionsinF&BPositionsinotherdepartments問(wèn)題與應(yīng)用（能力要求）KnowtheOCineverydepartmentofahotel.Understandtheresponsibilitiesofeachposition.思考與實(shí)踐DrawtheOCsineverydepartmentsofahotel.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第四章Welcomingyourguests;FrontOfficeManager’sJob目的與要求Towelcomeyourguestinawarmandprofessionalmanner.Tounderstandthedifferencesinserviceexpectationsbetweeninternationalguests.MasterformsinFO.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：FOoperations&FOmanager’sjob基本概念和知識(shí)點(diǎn)：MasterFO’sabbreviations.KnowtheFOmanager’sjob.問(wèn)題與應(yīng)用（能力要求）UnderstandtheabbreviationsofFOforms.第二節(jié)主要內(nèi)容：FOforms基本概念和知識(shí)點(diǎn)Reservationforms.Registrationsforms.Bills問(wèn)題與應(yīng)用（能力要求）CanreadFOformsandbills.思考與實(shí)踐Developskillstoacknowledgeguestswhenbusy..Learncommonlanguageforgreeting,welcoming,andsayingfarewelltoguests.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第五章OperationsofFrontDesk-I目的與要求ReservationdialoguesReceptiondialogues教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Reservationdialogues基本概念和知識(shí)點(diǎn)：Makingareservationforguestswithspecialrequirements.問(wèn)題與應(yīng)用（能力要求）FindaproperroomforMr.White.第二節(jié)主要內(nèi)容：Receptiondialogues基本概念和知識(shí)點(diǎn)ReceptiondrillsReceptionvocabularyRecommendhotelfacilitiesandservices.問(wèn)題與應(yīng)用（能力要求）Recommendhotelfacilitiesandservices.思考與實(shí)踐Reservationdialogueperformance.Receptiondialogueperformance.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第六章Non-verbalCommunications;FOOperation-II目的與要求Developawarenessofthemessagesourbodiessendtoothers.Tolearntoreadanother’sbodylanguageandactaccordingly.Developstrategiestousebodylanguage,eyecontactandpersonalspacetomakepeoplemorecomfortable.UnderstandtermsofPayment.Becapableofbillexplanationandcheck-outdialogues.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：BodyLangueage基本概念和知識(shí)點(diǎn)：BodylanguagePosture&gesturesPersonalspaceEyecontactEyecontactaroundtheworldBodylanguage:Canada&theUSBodylanguagetoavoidAproperhandshakeProfessionalbodylanguageFacialexpressions第二節(jié)主要內(nèi)容：Toexplainbillstotheguests.基本概念和知識(shí)點(diǎn)Check-outdialogueExplainchargesinthebills.問(wèn)題與應(yīng)用（能力要求）Canreadbillsandexplainthemtotheguests.思考與實(shí)踐Demonstrateabilitytouseprofessionalbodylanguageinservice.Recognizewhenahandshakeisappropriate.Understandwhatfacialexpressionstellyouabouttheemotionsofothers.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第七章FOOperations–III;Activelistening目的與要求Knowinghowtodealwithcomplaints.Replytoaletterofcomplaints.BecominganactivelistenerActivelistening教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Dealingwithcomplaints.基本概念和知識(shí)點(diǎn)：LEARNproceduretodealwithcomplaints.Drillstocomfortangryguests.問(wèn)題與應(yīng)用（能力要求）Knowinghowtodealwithangryguests.第二節(jié)主要內(nèi)容：Activelistening基本概念和知識(shí)點(diǎn)Learntoactivelylistentothepeoplearoundyou,andbefullyconsciouswhenyoucommunicate.Studywaystorephraseandclarifyyourcommunicationtoensuremutualunderstanding.Learntoprovidefeedbackinaconversationtoensuremessagesarebeingreceivedcorrectly.問(wèn)題與應(yīng)用（能力要求）Usecriticalthinkinginservicetoanticipateguestneeds.思考與實(shí)踐Casestudy:Coffee教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第八章ResumeWriting;目的與要求Knowtheskillsandformsofresumewriting.Understandtheinterviewprocedureandknowhowtomakeproperreplies.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Partsofresumes基本概念和知識(shí)點(diǎn)：Resumeparts.Skillsinresumewriting.問(wèn)題與應(yīng)用（能力要求）Resumewriting.第二節(jié)主要內(nèi)容：FrequentlyAskedQuestionsinJobInterview基本概念和知識(shí)點(diǎn)ClothesforjobinterviewRepliestofrequentlyaskedquestions.問(wèn)題與應(yīng)用（能力要求）Internshipinterview思考與實(shí)踐Makearesumeandacoverletter.教學(xué)方法與手段課堂講授、多媒體教學(xué)第九章Housekeeping;Telephoneandemailskills目的與要求Housekeepingdialogue.Skillsfortelephone.Skillsforemails.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Housekeepingdialogues.基本概念和知識(shí)點(diǎn)：Howtoresponsetoguest’srequirements.Howtodealwithguests’complaints.問(wèn)題與應(yīng)用（能力要求）Housekeepingrelateddepartments.Howtoresponsetoguest’srequirements.第二節(jié)主要內(nèi)容：Telephoneandemailskills基本概念和知識(shí)點(diǎn)TelephoneskillsEmailskills問(wèn)題與應(yīng)用（能力要求）Howtomakeanappointmentthroughtelephone.思考與實(shí)踐Whatarethekeyfactorsforemailwriting?教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第十章F&BService–I&ExceedingExpectations目的與要求PartsofamenuHelptheguestswithorders.教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Food&Beverage-I基本概念和知識(shí)點(diǎn)：Onthejob:WaiterserviceOn-sitetrainingforwaitersServiceSkillsSometermsinkitchenSometermsinrestaurant第二節(jié)主要內(nèi)容：ExceedingExpectations基本概念和知識(shí)點(diǎn)Learntoidentifyguestneedstodeterminehowtoexceedexpectations.Demonstrateabilitytotakeactionorrespondtosomethingbeforeithappens.Considerculturalbackgroundwhenassessingserviceneeds.Developskillstobeableto“readaguest”correctly.Understandfoodserviceismorethandeliveringfood.Developskillstocreateamemorablediningexperience.問(wèn)題與應(yīng)用（能力要求）TrytorecommendatraditionalChinesefoodtoforeigners.思考與實(shí)踐Developskillstocreateacustomizedexperienceforeachguest.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第十一章F&B-II;TheGuestCycle目的與要求UnderstandsomecookingtermsUnderstandsomerestaurantrevenueindexKnowtheguestcycle教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Cookingtermsandservicestyles基本概念和知識(shí)點(diǎn)：CookingtermsRestaurantrevenueindexSomeservicestyles問(wèn)題與應(yīng)用（能力要求）Knowthefeaturesofeachservicestyle.第二節(jié)主要內(nèi)容：TheguestCycle基本概念和知識(shí)點(diǎn)WordscrambleUsingsoftenersRephrasingnegativesentencesIndirectquestionsandquestionstags問(wèn)題與應(yīng)用（能力要求）Howtoconveynegativeinformationtoyourguests?思考與實(shí)踐Roleplay.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第十三章F&B-III;Requests&Recommendations目的與要求Winecategoriesandhowtoenjoywines.Makingrequests&recommendations教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：Winecategories基本概念和知識(shí)點(diǎn)：WinecategoriesHowtoenjoywinesMatchingwineswithyourmeals.問(wèn)題與應(yīng)用（能力要求）Knowtherulesofwineappreciationsandwineordering.第二節(jié)主要內(nèi)容：Requests&Recommendations基本概念和知識(shí)點(diǎn)Request&offerexpressionsSay“yes”tothepersonSofteningthemessageGatheringinformation問(wèn)題與應(yīng)用（能力要求）Solveproblemsinrestaurants.思考與實(shí)踐Casestudy.教學(xué)方法與手段課堂講授、多媒體教學(xué)、分組練習(xí)第十四章AccountingandFinancialControl;TheLanguageofHospitality目的與要求ProceduresinAccountingDept.OCofAccountingDept.Financialindexforahotel.Takeamessage,leaveamessagePhone&Emailwriting教學(xué)內(nèi)容第一節(jié)主要內(nèi)容：AccountingandFinancialControl