旅游酒店英语教案.docx
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旅游酒店英语教案.docx
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旅游酒店英语教案
《旅游英语》教案
一、课程性质、地位和任务
本科层次的学生在完成基础阶段的学习任务,达到四级或六级水平后,都必须修读专业英语,一方面为保证大学生英语学习不断线,另一方面也是使学生所掌握的英语知识能够转化成为专业技能。
旅游英语这门课属于专业选修课,是根据大学英语应用提高阶段在专业英语方面的要求而开展教学活动的,其目的是为了适应中国进一步扩大对外交流和发展出、入境旅游,培养更多的有扎实的英语专业知识又精通旅游理论的专业人才。
二、课程基本要求
通过对这门课程的学习,学生们可以拓展专业知识,掌握一定的专业英语词汇,熟悉旅游英语的常用表达方法,并进一步巩固英语语言基础,提高在专业领域内综合运用英语语言的能力。
本课程要求学生在学习过程中主要锻炼英语的听、说、读能力,在工作中能够顺畅的与服务对象展开交流;要求学生在一定程度上掌握写作和翻译能力,在实践中发挥专业人才的作用。
三、教案内容
Unit1Reservation
教学目的和要求:
要求学生掌握在酒店服务中如何使用英语帮助客人进行预订。
教学基本内容:
Ⅰ ListeningComprehension
听力对话
重点句型听力
ⅡUsefulExpressions
酒店服务英语的总体原则
组织结构
预定的常见形式
预定的注意事项
ⅢSituationalDialogue :
AliceLiuis asecretary inTokyo.She calls Hilton Hotel inTianjin toreservea suiteforherbossfromMarch22to 24. Thereservationanswersthephonecalland acceptsthe booking.
ⅣReadingComprehension
TextA:
(1)Explain thefunctionofthefrontoffice.
(2)Use examples todescribetherelationshipbetweenroomreservationand otherdepartment.
Ⅴ Exercises andsummary
本单元重点:
电话预定
本单元难点:
服务人员在预定过程中的引领作用
教学方法:
讲授
Unit2Reception
教学目的和要求:
要求学生能够使用英语完成登记入住服务。
教学基本内容:
Ⅰ ListeningComprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
入住登记的操作流程
房态
支付方式
ⅢSituational Dialogue
(1) A guestcomesupto theReceptionDesk.He hasbookedadoubleroomforfournightsaweekagobyCtrip. Nowhewantsto check-in.
(2)Aguest entersthehotel youserved.He hasnoreservation. Unfortunately,all theroomsare occupieduntil 6:
00pm.Nowit is 4 o’clock.Try tomakethisdealsuccessfully.
ⅣReadingComprehension
TextA:
(1)ListdifferencesbetweenStarsand Diamonds.
(2)DescribethecurrentsituationofStarratings inChina.
(3)Isit necessaryto introduceDiamond ratings into China?
Text B:
(1)Explainthe function ofroomcategories. (Fromsupplierperspective andguestperspective.)
(2)Whatarethedifferencesamong POV,OVandOF.(UseChinese toanswer.)Whichonewillbe themost expensive?
ⅤExercisesand summary
本单元重点:
登记入住流程
本单元难点:
团队客人的登记入住
教学方法:
讲授
Unit 3Answerthe Calls
教学目的和要求:
要求学生掌握酒店接听电话的方式和类别。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
ⅡUsefulExpressions
饭店总机的功能
饭店总机的基本要求
Ⅲ SituationalDialogue
(1)One guestneeda morningcallforhis9:
00 internationalflight.Heknownothingaboutthe trafficcondition.Please givesomesuggestionto theguestand confirmthemorningcall.
(2)Oneguest is confused bythechargesofthecalls. Pleasegivesomeexplanation.Include:
house phone,local call,longdistancecallandinternationalcall. Thereis a minimumchargeoffirstthreeminutesforDomesticDirect Dial butnotforInternationalDirectDial.
ⅣReadingComprehension
Text A:
翻译
TextB:
(1)Differentiateamobile phoneandaportablephone.
(2)Whycell phonecanbeused indifferentcountries?
(3)Estimatetheeffect ofdigitalcamerain cellphone.
Ⅴ Exercises andsummary
本单元重点:
接听电话后的正确操作方式
本单元难点:
叫早电话
教学方法:
讲授
Unit4 Complaint
教学目的和要求:
要求学生掌握应对客人投诉或抱怨的方法,以及处理措施。
教学基本内容:
ⅠListening Comprehension
听力对话
重点句型听力
ⅡUsefulExpressions
投诉处理程序
处理投诉的注意事项
ⅢSituationalDialogue
(1)Mrs.Browncomplainthatthehotwaterisnotas hotassheexpected.Trytodealwith it.
(2)Mr.Greenisveryunhappywiththerestaurant servicein thehotel.Themanager is handlingthecomplaint.
ⅣReadingComprehension
TextA:
(1)If youareanemployee,whatisyourattitudetowardthecustomer complaints?
(2)Ifyouarethemanager, whatis yourattitudetowardthecustomercomplaints?
(3)If youare theownerofthehotel,whatisyourattitude towardthecustomercomplaints?
(4) Howtomanage customercomplaints?
TextB:
(1) Classifyallthecomplaintsin PoorService.Trytoresolves these problems.
(2)Shouldweinformguests some problemsaboutthe room when theymakeareservation.
ⅤExercisesandsummary
本单元重点:
应对客人投诉的方法
本单元难点:
如何舒缓客人情绪
教学方法:
讲授
Unit5Check-out
教学目的和要求:
要求学生能够使用英语完成对客人离店退宿的服务。
教学基本内容:
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ UsefulExpressions
结账退宿的操作流程
账单上常见的缩写
ⅢSituational Dialogue
(1)Mrs.Smith isinRoom2210and sheischeckingout.Herbill is¥1250.Shewantstosettle the billwithcash.Youfindthat thecashisnotRMBorUSD butHKD.As thehotelregulation,HKDisnotaccepting.Trytohelpherto check out.
(2) Miss Chenhasstayedinthehotelfor4 days andshe isgoing tocheckout.Shefinds that if shereservedbyCtripshecouldget15% discount. Now sherequiresthediscount.Butyoufind that shemadethereservationbytelephone.Tryto dealwiththisproblem.
ⅣReadingComprehension
Text A:
(1)What is account?
(2)Whatisfolio?
(3)Differentiateaccountfromfolio.
ⅤExercises andsummary
本单元重点:
离店退宿的流程
本单元难点:
前台财务管理
教学方法:
讲授
Unit6 Housekeeping
教学目的和要求:
要求学生了解客房部的常见服务及应对措施。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
ⅡUsefulExpressions
客房部部结构
客房迎宾服务
客房清理服务的注意事项
客房设施词汇
ⅢSituational Dialogue
(1)Thebellmangreetsandshowstheguest Room3305. He firstopens the doorfor theguestandcarriesguest‘s luggage.He drawsbackthecurtains, turnsontheTVandshows theminibar. When heisgoingtomakeacupof teafortheguest,theguestgiveshim¥10andthebell manleaves theroom.
(2)A guest asksaroomattendanttomakeuptheroomrightnow because he will havesome visitors. Aftercleaning,heasks theroomattendantto fetchsomefreshtowels,abottle of ice,someflowersandcandles.Trytohandlethis situation.
ⅣReading Comprehension
TextA:
(1)List thefactorswhichwillinfluence staffscheduling.
(2)How to makeVisualRota?
(3)Talksomethingabout thefunctionofVisualRota.
TextB:
(1)DifferentiateoverviewamongChiefHousekeeper,Asst.ChiefHousekeeperand FloorSupervisor.
(2)Differentiate requirements,salaryandbenefits amongstations.
ⅤExercisesandsummary
本单元重点:
客房服务的处理流程
本单元难点:
客房服务与客人关系的处理
教学方法:
讲授
Unit7Laundry Service
教学目的和要求:
要求学生能够使用英文完成对客人衣物洗涤服务的处理。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
ⅡUseful Expressions
洗衣服务
短语
Ⅲ Situational Dialogue
(1)Mr.Smithwantstohaveexpress laundryservice because he isgoingto haveameetingthisafternoon. He’dlikehis suittobe dryclean.Trytohandlethis.
(2)The guestwantsto knowhow to getthelaundry service.Trytoexplainservicetimeand charges.
(3)Oneguest findsherskirt isdamagedby washingandasksforcompensation.Try tosolvethisproblem.
Ⅳ Reading Comprehension
TextA:
(1) Why laundryqualityisimportantinhospitality industryaccording to thepassage?
(2) What benefitscan weget in operating anin-houselaundry?
ⅤExercises and summary
本单元重点:
洗衣服务的流程
本单元难点:
如何处理贵重服饰的洗涤要求
教学方法:
讲授
Unit 8 Room Service
教学目的和要求:
要求学生了解全服务酒店可以向顾客提供的各种服务。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
Ⅱ UsefulExpressions
客房服务
词汇
ⅢSituationalDialogue
(1)MissLiu wants tohave breakfastinherroom1878. Herorderisa cupofcoffeewithsugar,one friedegg, onesandwichesanda glassof chilledapplejuice.About 10 minuteslater,the waiter sendsthebreakfast.
(2)Mr.Whitewantsto knowifit is possibletohaveanextrabed forhis 9yearsoldson.Theroomattendant askshimtofillout aform andcontracts withtheFront Desk.Itis$20 forextrabedper night.
Ⅳ ReadingComprehension
TextA:
(1)What benefitscanhotelgetfromroom service?
(2)What is thedifference betweenroom serviceandfood delivery?
(3)Whatis the differencebetweenlimitedfeaturehotelandluxuryhotelinroomservice?
TextB:
TorF
Ⅴ Exercisesandsummary
本单元重点:
当客人提出不同要求时的应对流程
本单元难点:
婴儿看顾、宠物问题
教学方法:
讲授
Unit 9F&BService
教学目的和要求:
要求学生掌握餐饮服务的基本流程。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
Ⅱ UsefulExpressions
餐饮部主要岗位
西餐早餐
餐饮服务的基本流程
餐饮预订
ⅢSituationalDialogue
(1) Miss.ChencallstheSunRestaurantto reserveatableforapartyofsixfor6:
30the nextevening.The hostess answersthe phone callandacceptsthebooking.
(2)Oneguestcalls theRiver Bank Restauranttoreserveatable for8o’clocktonight,andhe requeststosit beside the window. Butthereisnotabletonight.Thehostesssuggeststheguesttochangeatime orplace.
ⅣReadingComprehension
TextA:
(1) DescribethecharacteristicsofChina’s variedcuisines.
(2)Why doChinesechoosechopsticks astablewareaccordingtothe passage?
(3)List somedifferencesabout tablemannersbetweenChinaand western countries.
Text B:
(1)Whencanyoubegintoeat?
(2)How toeat soup?
(3) Whensomebody asksyou topassthesalt,canyouuseitbeforetheonewho requestsit?
(4)Howtoremoveinedible itemsfrom themouth?
ⅤExercisesandsummary
本单元重点:
餐位预定:
个人和团体
本单元难点:
饮食习惯及小费问题
教学方法:
讲授
Unit 10Orders
教学目的和要求:
要求学生掌握引导客人点菜的方法。
教学基本内容:
ⅠListeningComprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
西餐服务——餐具
西餐服务——酒杯
西餐服务——餐具摆放
西餐点菜
菜肴与酒水搭配
ⅢSituationalDialogue
(1)Mr. Zhang andhisfriends cometo the AmazonRestaurant andyoushowthematableinprivate hall.
(2)Mr. Greenandhiswifecometotherestaurant. Mr. Greenorders a beefsteak which he’dlike tobewelldone and abeer. Mrs. Greenorderssomevegetables.
ⅣReading Comprehension
TextA:
(1)Howto understandFrenchcuisine?
(2)Whatareconsidered theessenceofFrench cuisine?
(3)DescribetheFrenchdiningorder.
TextB:
(1)What isthesimilaritybetween JapanesecuisineandFrenchcuisine?
(2)Explainwhy Kobebeefcostsomuch?
(3) Describethetypical Japanesemethodof ricepreparation.
ⅤExercisesandsummary
本单元重点:
点菜服务流程
本单元难点:
菜名翻译
教学方法:
讲授
Unit11PaytheBill
教学目的和要求:
要求学生掌握结账流程。
教学基本内容:
Ⅰ ListeningComprehension
听力对话
重点句型听力
ⅡUsefulExpressions
词汇——烹调方式
词汇——酒水
ⅢSituational Dialogue
(1)MissLiu findsthatthefishshe orderedis notfreshandthericeisnotserveduntilshefinisheshermeal. Shecomplainsaboutthese.Thewaiter givesher20% di
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