《酒店英语口语》课程教学大纲

《酒店英语口语》课程教学大纲学分：9.5
学时：164
适用专业：酒店管理专业
一、课程性质（定位）与任务
课程性质：酒店英语口语课程是酒店管理专业的必修课，是为了提高酒店从业人员的英语交际能力的技能基础课程。

授课宗旨是让学生掌握涉外饭店各个岗位的情景对话知识，并熟练运用英语进行听说，从而为外宾服务。

课程目标：通过本课程的学习，使学生了解酒店的前厅、客房、餐饮等部门的工作内容，系统地掌握宾馆一线部门的工作人员在实际工作中为外国宾客服务时所必需的接待用语，包括：电话接听、客户询问与预定、客房服务、餐厅服务、处理客户投诉等，扩大专业知识面和专业词汇量，掌握礼貌服务，为今后从事导游、旅游管理、饭店管理工作打好基础。

前导课程：无
后续课程：无
二、课程目标
知识目标：
要求学生掌握涉外酒店前厅、客房、餐饮部门的相关词汇，掌握饭店主要客服部门各岗位所需的口语及重点句型。

技能目标：
要求学生能熟练运用英语进行对客服务和日常接待，并具有餐饮行业服务与管理的操作与管理技能和运用酒店业管理理论分析和解决实际问题的能力。

素质目标：
（1）具有从事酒店业所应具备的较高的人文素质和必要的自然科学知识。

（2）具有较强的语言（汉语和外语）交际能力和处理公共关系、人际关系的能力。

（3）具有较扎实的酒店专业知识和较强的职业意识。

（4）具有良好的职业形象和先进的管理理念。

（5）通过实践教学和现场实习，形成较熟练的、合乎规范的服务技能和初步的基层管理能力及经营能力。

三、教学内容及具体要求
《酒店餐饮英语口语》
Part1：A Brief Introduction to Catering Culture of China
授课学时： 2
教学内容：Differences between Chinese and Western Catering Culture 基本要求：
To enable Ss to have a better understanding of course requirements. To enable Ss to have an basic knowledge of differences between Chinese
and Western Food Culture.
Unit 1：
授课学时： 2
教学内容：Courteous English for Hotel
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some courteous English for hotel and use them in simulated dialogue.
Unit 2：Reserving a table
授课学时： 3
教学内容：Reserving a table
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about reserving a table and use them in simulated dialogue.
Unit 3：
授课学时： 3
教学内容：Receiving a guest
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about receiving a guest and use them in simulated dialogue.
Unit 4：
授课学时： 3
教学内容：Taking orders
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about taking orders and use them in simulated dialogue.
Unit 5：
授课学时： 3
教学内容：Chinese restaurant
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about introducing Chinese food and use them in simulated dialogue.
Unit 6：
授课学时： 3
教学内容：Eight Big Cuisines of Chinese Food
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about introducing Chinese eight big cuisines and use them in simulated dialogue.
Unit 7：
授课学时： 3
教学内容：Western Food
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about introducing western food and use them in simulated dialogue.
Unit 8：
授课学时： 3
教学内容：Breakfast
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about taking orders of breakfast and use them in simulated dialogue.
Unit 9：
授课学时： 3
教学内容：Banquet Service
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about banquet service and use them in simulated dialogue.
Unit 10：
授课学时： 3
教学内容：Buffet Service
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about buffet service and use them in simulated dialogue.
Unit 11：
授课学时： 3
教学内容：Bar Service
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about bar service and use them in simulated dialogue.
Unit 12：
授课学时： 3
教学内容：Festivals and Celebrations
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about festivals and celebrations and use them in simulated dialogue.
Unit 13：
授课学时： 2
教学内容：At McDonalds & KFC
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about service at McDonalds & KFC and use them in simulated dialogue.
Unit 14：
授课学时： 3
教学内容：At the Coffee Shop
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about service at coffee shop and use them in simulated dialogue.
Unit 15：
授课学时： 3
教学内容：At the Teahouse
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about service
at the teahouse and use them in simulated dialogue.
Unit 16：
授课学时： 3
教学内容：At the Pastry Shop
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about service at the pastry shop and use them in simulated dialogue.
Unit 17：
授课学时： 3
教学内容：Korean & Japanese Cuisine
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about introducing Korean and Japanese cuisine and use them in simulated dialogue.
Unit 18：
授课学时： 3
教学内容：Room Service
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about room service and use them in simulated dialogue.
Unit 19：
授课学时： 3
教学内容：Pay the Bill
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about bill paying and use them in simulated dialogue.
Unit 20：
授课学时： 3
教学内容：Handling Complaints
基本要求：
To enable Ss to learn some useful sentence patterns.
To enable Ss to grasp some useful sentence patterns about handling complaints and use them in simulated dialogue.
《酒店客房英语口语》
Part 1：
授课学时： 3
教学内容：Basic Knowledge Of Hotel Rooms
基本要求：
To enable Ss to know the main work of room service.
To enable Ss to know the guest room organization.
To enable memorizing the English expressions of items in the hotel room.
Unit 1：
授课学时： 5
教学内容：Showing the Guest Room
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of showing the guest room.
Unit 2：
授课学时： 5
教学内容：Room Service
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of room service.
Unit 3：
授课学时： 5
教学内容：Room Cleaning
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of room cleaning.
Unit 4：
授课学时： 5
教学内容：Laundry Service
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of laundry service.
Unit 5：
授课学时： 5
教学内容：Maintenance Service
基本要求：
To enable Ss to know some basic knowledge of maintenance service.
Unit 6：
授课学时： 5
教学内容：Miscellaneous Service (I)
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of miscellaneous service.
Unit 7：
授课学时： 5
教学内容：Miscellaneous Service (II)
基本要求：
To enable Ss to know some basic knowledge of miscellaneous service. Unit 8：
授课学时： 5
教学内容：Complaints
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of handling complaints.
Unit 9：
授课学时： 5
教学内容：Emergencies
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of handling emergencies.
《酒店前厅英语口语》
Unit 1：
授课学时： 6
教学内容：Reservation
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of reservation.
Unit 2：
授课学时： 6
教学内容：Reception
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of reception.
Unit 3：
授课学时： 6
教学内容：Bell Service
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of bell service.
Unit 4：
授课学时： 6
教学内容：Switchboard
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of Switchboard.
Unit 5：
授课学时： 6
教学内容：Cashier
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of cashier.
Unit 6：
授课学时： 6
教学内容：Check-out
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of check-out.
Unit 7：
授课学时： 6
教学内容：Business Center
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of business center.
Unit 8：
授课学时： 6
教学内容：Complaints
基本要求：
To enable Ss to grasp the useful expressions and sentence patterns. To enable Ss to know some basic knowledge of handling complaints.
四、教学手段及方法
教学应该抓住预习、课堂教学、和复习三个环节。

（一）预习
学生应在教师授课前，进行生词预习。

（二）课堂教学
本课程采用课堂教学法，讲练结合, 主要学习方法有：听后模拟、朗读、复述、角色扮演等
（三）作业
每个单元结束，教师都会设置与主题相关的情景让学生课后完成，下次课堂抽检。

五、教学学时分配表
课程总学时为164，其中理论学时164，实验学时0。

《酒店客房英语口语》
《酒店前厅英语口语》
六、考核方式及评分标准说明
测试是检查教学大纲执行情况、评估教学质量的一种有效手段，是获取教学反馈信息的主要来源和改进教学工作的重要依据。

本课程的测试着重检查学生运用英语进行对客服务的能力。

学生的平时成绩主要参考课堂表现及课后作业的完成情况。

期末安排课程终结考试，考试形式为口试。

考试内容以所指定教材为基本依据。

七、教材和主要参考书
八、其他说明。