饭店英语前厅部教案
酒店前厅英语培训课件
3、Could you speak a little slower, please？
请您稍微讲慢一点。 4、What number are you calling?
请问对方什么电话号码。
5、Could you hold the line, please? 请不要挂机。
营业场所名称 Names of business place
前台 商务中心 健身中心 咖啡厅 美容美发 中餐厅 西餐厅
Front Office
礼宾部
Business Center 总 机
Fitness center 大堂吧
Coffer Shop
收银
Beautபைடு நூலகம் Salon 商 店
Chinese Restaurant
总经理 General manager 餐饮部 Food and Beverage Department 前厅部 Front office 客房部 Housekeeping Department 销售部 Sales and marketing Department 人力资源部 Human resource Department 培训部 Training Department 康乐部 Recreation Department 工程部 Engineering Department 保安部 Security Department 财务部 Financial Department 采购部 Purchasing Department
答谢用语 Thanks and answer
1、Thank you (very much) 谢谢您（非常感谢） 2、Thanks a lot.多谢。 3、It’s very kind of you. 谢谢，您真客气。 4、You are welcome. 不用谢。 5、Not at all. / Don’t mention it.不用谢 6、It is my pleasure. 非常乐意为您服务。 7、I am at your service. 随时为您服务。 8、That is all right. 没关系。
饭店英语教案unit
一、教学目标1. 让学生掌握饭店英语的基本用语和表达方式。
2. 提高学生的口语交流能力和听力理解能力。
3. 培养学生在实际场景中运用饭店英语进行沟通的能力。
二、教学内容1. 饭店英语的基本问候语和介绍语。
2. 饭店各部门的名称及常用表达。
3. 饭店常用服务的英语表达。
4. 简单的英语点餐对话。
三、教学重点与难点1. 重点：掌握饭店英语的基本用语和表达方式。
2. 难点：在实际场景中运用饭店英语进行沟通。
四、教学方法1. 情景模拟法：通过模拟饭店场景，让学生在实际环境中练习英语口语。
2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。
3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。
五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。
2. 讲解饭店英语的基本用语和表达方式，如问候语、介绍语等。
3. 练习环节：分组进行角色扮演，模拟饭店场景，练习英语对话。
4. 听力训练：播放饭店英语对话录音，让学生进行听力练习。
一、教学目标1. 让学生掌握饭店英语中关于房间预订的常用表达。
2. 提高学生的口语交流能力和听力理解能力。
3. 培养学生在实际场景中运用饭店英语进行沟通的能力。
二、教学内容1. 饭店英语中关于房间预订的常用表达。
2. 饭店英语中关于房间类型的表达。
3. 饭店英语中关于房费和支付方式的表达。
三、教学重点与难点1. 重点：掌握饭店英语中关于房间预订的常用表达。
2. 难点：在实际场景中运用饭店英语进行房间预订。
四、教学方法1. 情景模拟法：通过模拟饭店前台场景，让学生在实际环境中练习英语口语。
2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。
3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。
五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。
2. 讲解饭店英语中关于房间预订的常用表达，如询问房间类型、房费等。
饭店英语课程设计
饭店英语课程设计一、课程目标知识目标：使学生掌握并运用饭店英语的基本词汇和常用表达，如房间预订、点餐、投诉处理等；理解并运用饭店英语相关的常用语法结构；了解饭店行业的文化礼仪及服务规范。
技能目标：培养学生运用英语进行饭店服务场景的沟通能力，包括听说读写四个方面；提高学生在实际场景中运用英语解决问题的能力，如为顾客提供咨询、处理突发事件等。
情感态度价值观目标：激发学生对饭店英语学习的兴趣，培养其主动参与课堂活动的积极性；增强学生的跨文化交际意识，使其在尊重和理解外国顾客的同时，传播中国文化；培养学生具有良好的服务意识和团队协作精神。
课程性质：本课程为实践性强的英语专业课，旨在通过模拟饭店场景，提高学生的英语应用能力和职业素养。
学生特点：学生处于具有一定英语基础和认知能力的年级，对实际场景中的英语应用有较高的兴趣和需求。
教学要求：结合课程性质和学生特点，注重实践教学，将理论知识与实际场景相结合，提高学生的实际操作能力。
通过分组讨论、角色扮演等形式，培养学生主动学习、合作学习的习惯。
同时，注重个体差异，因材施教，使每位学生都能在课程中取得进步。
在教学过程中，关注学生的学习反馈，及时调整教学策略，确保课程目标的实现。
二、教学内容本课程以《饭店英语》教材为基础，涵盖以下核心内容：1. 饭店基本词汇与表达：包括房间类型、餐饮、休闲娱乐、投诉处理等模块的单词和短语。
2. 饭店英语语法：重点讲解与饭店服务场景相关的语法结构，如一般现在时、一般过去时、将来时等。
3. 饭店服务场景会话：涵盖预订、接待、点餐、结账等场景的英语对话，培养学生的实际沟通能力。
4. 饭店文化礼仪：介绍饭店行业的基本礼仪规范，提高学生的跨文化交际能力。
教学大纲安排如下：第一周：饭店基本词汇与表达（第一章）第二周：饭店英语语法（第二章）第三周：预订与接待场景会话（第三章）第四周：点餐与投诉处理场景会话（第四章）第五周：结账与告别场景会话（第五章）第六周：饭店文化礼仪及服务规范（第六章）教学内容注重科学性和系统性，结合课程目标，按照由浅入深的原则进行安排。
酒店英语PPT课件(共3章)第一章Front Office(前厅部)
Names of the smaller sections in Responsibilities of each section in the How to address the staff
the front office
front office
working in different sections
13. division 14. operator 15. reservationist
Project 1
/dɪ'pɑːtmənt/ /ˌɪntərˈækt/ /ˈvɪzəbl/
/trænˈzækʃn/ /straɪk/
/ɪm'preʃn/ /'kɒnsieəʒ/ /ˌrezə'veɪʃn/ /rɪ'sepʃənɪst/ /'kʌrənsi/
operator
Project 1
Exercises
Fill in the following form according to the passage.
Names of the smaller sections in Responsibi How to address the staff
入住登记
目录
Task 6 Serving in the Business Center and
Executive Lounge 商务中心和行政酒廊服务
Task 8 Settling Guest Complaints
处理客人投诉
Task 5 Exchanging Foreign Currency
兑换外币
single room twin room family room deluxe suite
饭店服务英语教案
饭店服务英语教案第一篇：饭店服务英语教案Unit Seven complaints Teaching aims ：1.practice the students’ listening ability2.practice the students speaking ability3.let the students know the produces of solving complaints and can use some useful sentences.Teaching focus: 1.the procedures of solving complaints 2.some useful sentences Teaching difficult*how to solve the guests’ complains.Capacity-building methods Reading and speaking.Role play Teaching classes First 2classes Teaching procedures The first 2 classes step1 .learn the reading materialsHow To Deal With Complaints Step2 reading the materials Step3 translate the materials 1.lend an ear to sb/sth = listen patiently and sympathetically 耐心而同情的听某人讲话2.attentive to sb/sth.=give attentive to sb/sth.An attentive audience A good hostess is always attentive to the needs of her guests.好客的女主人能随时留心客人的需要。
前厅部英语培训教程
前厅部英语培训教程1. 迎接客人 Good morning Good afternoon Good eveningI ’m glad to meet you. 很高兴见到您2. 提供帮助May I help you?(比较委婉)Can I help you?What can I do for you?Is there anything I can do for you?3. 询问姓名、房间号、电话等情况时May I have your name? How to spell?May I have your room number?May I have your telephone number?4. 表示祝愿Have a nice day with us. (祝您在我们酒店居住愉快)Enjoy your stay with us.Have a pleasant journey. /Have a good trip.(祝您旅途愉快)5. 客人离店时Thank you for coming. 谢谢您的光临。
We hope to see you again. 希望再次见到你。
Welcome to our hotel again.We are looking forward to your arrival.(我们期待着您的到来)We look forward to seeing you soon.6. 听不清对方的话时I ’m sorry, I don ’t understand. 对不起，我没有听懂。
I ’m sorry, would you speak slowly? 对不起，您可以讲慢一些吗？I ’m sorry, I didn ’t hear clearly, would you repeat it? 对不起，我没有挺清楚你能在重复一遍吗?I ’m sorry, I beg your pardon? 对不起，请您再说一遍好吗？7. 请稍等时Just a moment/minute , please . 请稍等。
饭店英语说课课稿
饭店英语说课课稿第一篇：饭店英语说课课稿饭店英语《客房预订》说课稿各位评委，各位老师，大家好。
我今天说课的题目是饭店服务英语前厅部的《客房预订》。
下面我想先从课程大纲和教材两方面对本学科做一分析.【课程大纲分析：】《饭店服务英语》是旅游管理专业的一门必修专业课。
饭店英语所选用的教材是高等教育出版社出版的《饭店服务英语》一书。
本教材主要是介绍饭店各部门的专业英语词汇和句子，通过听、说、阅读等训练，着重培养学生对饭店英语的听说和应用能力，使其能在工作岗位学以致用，为以后的发展奠定基础。
【教材分析：】该教材选用的是高等教育出版社出版的《饭店服务英语》一书。
本教材根据涉外饭店服务工作的需要，用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、实用.非常适合高职学生使用。
本书根据饭店的服务功能，共分为四大服务部门，分别为前厅服务，客房服务，餐饮服务和其他辅助服务，共二十五个单元。
下面，我想说一下我的说课内容。
它由五部分组成，分别为我对本节课所教内容的理解；我的教学理论、方法和教具；我的教学过程；板书设计和对本节课的课后总结。
下面我将从第一部分开始谈起。
【教学内容】本部分教学内容取自《饭店服务英语》的第一章，前厅服务的第一个重要职能，客房预订。
饭店前厅服务主要有四大功能，分别为客房预订，登记入住，信息和问询服务，离店结账服务。
所以客房预订作为第一个重要职能，它的重要性显而易见，是其他三个服务职能能够进行的基础，起着呈上启下的作用。
1.教学重点：做为前厅接待员，接待客人预订客房的电话后，应该注意的四个步骤。
这是知识技能需要达到的目标。
2.教学难点：接待客人预订客房电话时，所用到的饭店英语功能句。
只有学会了这些功能句，才能在接听电话时应对自如。
学生根据实际情境需要真正开口讲英语。
解决重难点的方法：1、课堂教学紧紧围绕重点问题来进行，教师要引导学生把理论学习与实际应用结合起来，这样能够帮助学生加深对所学知识的理解和记忆。
《饭店英语》课程设计
《饭店英语》课程整体教学设计（2010～2011学年第2学期）课程名称：《饭店英语》所属系部：外语教学部制定人：合作人：制定时间：2011年xx学院课程整体教学设计一、课程基本信息二、课程目标设计1．总体目标：《饭店英语》是培养学生良好的专业素质，掌握酒店服务英语常用的词汇、短语和句型，打好扎实的英语语言功底，具备酒店英语交际能力，具体包括能够与外宾进行沟通和交流，能够在酒店前厅、客房、餐厅等具体工作岗位运用所学英语完成对客服务接待，具有良好的心理素质、应变能力和继续学习能力。
2. 能力目标①酒店英语礼仪服务得体应用的能力。
②用英语与客人交流沟通的能力。
③运用英语提供前厅部、客房部、餐饮部等不同岗位不同任务要求下的服务接待实操能力。
④运用英语销售酒店产品的能力。
⑤运用英语处理投诉、解决突发事件的应变能力。
⑥运用英语进行个性化服务和创新服务的能力。
3. 知识目标①掌握酒店服务英语常用的词汇、短语和句型、打好扎实的英语语言功底。
②明确各个岗位的服务程序，掌握不同岗位、不同任务下的服务程序规范和礼仪知识。
③以岗位标准为依据，通过对各模块的训练，掌握前厅、商务中心、客房、餐饮、会议和康乐部的服务基本知识。
4. 素质目标①培养学生热爱酒店事业，具备较高的职业道德素质。
②培养学生良好的团队精神、协作意识及敬业精神。
③使学生具备良好的心理素质和应变能力，能自信、大胆、流利地与外籍人士交流。
④为学生步入社会和进一步学习打好基础，也为酒店服务业的未来发展培养更多实用的高素质、高技能型人才。
三、教学内容安排四、教学实施1．将多媒体教室作为一体化教室，采用实地、实境练习模式。
2．以岗位实际工作任务作为具体教学内容，以岗位标准作为能力目标的依据，采用项目教学方法。
3．以学生为主体，教师为主导。
4．实地情景模拟，角色扮演练习。
5．课堂展示，效果评价五、成绩考核期末总成记100%=平时考核（出勤、学习态度）30%+课堂活动、作业（口语）30%+考试（期中、期末）40%六、第一节课梗概第一步、课程介绍（5）（1）课程定位《饭店英语》是酒店管理专业的一门专业基础课程。
饭店英语讲课稿
Check in1.导入语Forewords: Check in is another important function of theFront Office, In this unit, the students should know the information included in registration forms, how to register and receive guests.教学目标：学生能用英语熟练地完成客人的住宿登记，熟悉接待程序，掌握住宿登记规范用语。
具体要求如下：1）知识方面 ---熟悉客人的前台入住登记的英语接待程序。
---掌握住宿登记的专业词汇、短语及行业规范英语。
2）能力方面 ---提高学生熟练地运用英语为客人办理入住登记的口语技能。
---培养学生自我表达、善于沟通与团队合作的职业能力。
3）态度方面 ---培养学生具备礼貌、细致、耐心的品质，树立为宾客提供优质服务的意识2.必备词汇常用词汇front desk; reception desk; registration \informationdesk\cashier\reservation\vacancy\room rate\registration card\fullname\place of birth\date of departure\nationality\passport number\occupation\bellboy\room key前台岗位词汇房务部总监Director of Rooms Division 总机领班SwitchboardSupervisor 前台经理Front Desk/ Front Office MGR. 大堂服务领班Bell Captain 前台副经理Assistant Front Office MGR. 顾客关系代表 GRO(Guest Relation Officer) 前台主管Front Office Supervisor 驻店经理Resident Manager 大堂副理(Lobby) Assistant MGR.文员Clerk 当值经理Duty Mgr. 收款员/收银员Cashier预订部经理Reservation Manager 话务员//接线生Operator 夜班经理NightManager 迎宾员Hotel Greeter 商务中心领班Supervisor of Business Center 机场代表Airport Representative 总台接待员ReceptionClerk/ receptionist 行李员Porter 开房员bellman 宾馆门房HotelConcierge 楼层服务员Floor Attendant 门童Doorman 清洁工Public Area Clerk （PA）客房类型词汇:•Single room•Double room•Standard room twin rooms•Triple room•Suite•Junior suite•Business suite•Deluxe suite•Duplex suite•Villa•connecting rooms suitepresidential suite讨论并回答Warming-up Questions:1. How to greet a man, a woman, a couple or a party of men andwomen.2. How to get the guests’ passports3. How to ask the guest to fill in the registration form4. How to ask for a deposit5. How to finish the conversation politely对话类型：1.接待有预定的客人2.接待无预定的客人3.电话接受预定4.客房已满Model Dialogues:Dialog 1 Arriving at the HotelMr. Bellow (B) checks in at the Reception Desk.Receptionist (R): Good evening. What can I do for you, sir?B: I booked a twin-bed room with bath three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr. Bellow. I’ll check the arrival list. …Sorry to have kept you waiting, sir. Yes, you have reserved a British suite from today to the 29th.B: Yes, exactly. R: Could I see your passports, please? (Checking the passports and giving them back) Thank you, sir. And would you mind filling in the registration form?B: I’ll take care of it. (Filling out the form) Here you are. Is it all right? R: Yes, thanks. How are you going to pay, in cash or by credit card? B: Could I pay with traveller’s checks?R: Certainly. Here’s the key to Room 908. Please keep it. And the bellman will show you up. (A bellman comes over.) Have a nice evening, sir. And enjoy your stay. B: Thank you.Dialog 2 :Receiving a Walk-in Guest Scene: A gentleman steps in, trying to find a room for the night.Receptionist(R): Good afternoon, sir. May I help you?Client(C): Yes, please. I've just arrived from Hong Kong. Could you let me have a room for this evening?R: Have you made a reservation, sir?C: I’m afraid not.R: How many people do you have, please?C: Just one. I’m alone.R: Just a moment, please. I have to check if there’s a room available. …Dialog3 : Reserving a RoomA:Park Hotel? Reservation desk, please.B:Reservation desk. May I help you?A:Yes, please. I'm phoning from the airport here in Los Angeles. I'd like to reserve a single room for tonight.B:All right, sir. That's a single with bath?A:That's right. How much will that be?B:Our singles begin at forty-five, sir.A:Good.B:Your name, please.A:My name is Terry Chen. C-H-E-N.B:Thank you, Mr. Chen. When will you be arriving?A:I'm arriving soon. I'm taking a taxi to the hotel.B:Right, sir. We'll hold your room for you until 9 P.M..Dialog 4 : No Rooms AvailableA:I'd like a room, please.B:Do you have a reservation, sir?A:No, I'm sorry, I don't.B:Well, I'd like to help you, but I'm afraid all our rooms are taken.A:I see. In that case, could you suggest another?B:Why don't you try the Royal Hotel? It's right down the street.A:Thank you.。
《饭店英语》教案
北京城市学院教案2011-2012学年第一学期
课程名称：饭店英语 1
任课教师：***
授课班级：10 旅本 1
学部：国际语言文化学部
授课班级：10旅本1班授课日期：2011-9-8
授课班级：10旅本1班授课日期：2011-9-15
课程名称：饭店英语1 任课教师：张蕊茁授课班级：10旅本1班授课日期：2011-9-22
课程名称：饭店英语1 任课教师：张蕊茁授课班级：10旅本1班授课日期：2011-9-29
课程名称：饭店英语1 任课教师：张蕊茁授课班级：10旅本1班授课日期：2011-10-9
课程名称：饭店英语1 任课教师：张蕊茁
授课班级：10旅本1班授课日期：2011-10-13
课程名称：饭店英语1 任课教师：张蕊茁
授课班级：10旅本1班授课日期：2011-10-20
授课班级：10旅本1班授课日期：2011-10-27
授课班级：10旅本1班授课日期：2011-11-3
授课班级：10旅本1班授课日期：2011-11-10
课程名称：饭店英语1 任课教师：张蕊茁
授课班级：10旅本1班授课日期：2011-11-17
课程名称：饭店英语1 任课教师：张蕊茁
授课班级：10旅本1班授课日期：2011-11-24
课程名称：饭店英语1 任课教师：张蕊茁授课班级：10旅本1班授课日期：2011-12-1
课程名称：饭店英语1 任课教师：张蕊茁
课程名称：饭店英语1 任课教师：张蕊茁
授课班级：10旅本1班授课日期：2011-12-15。
酒店前厅英语培训计划
酒店前厅英语培训计划1. IntroductionWelcome to our Hotel Front Office English Training Program! In this program, we aim to provide our front office staff with the necessary skills and knowledge to effectively communicate with English-speaking guests, handle various front office tasks, and provide excellent customer service. This training program will cover a wide range of topics including basic English communication, handling reservations, check-in and check-out procedures, dealing with guest inquiries and complaints, and more. We believe that by improving our staff's English communication skills, we will be able to enhance the overall guest experience and satisfaction.2. Program Objectives- To improve staff's English communication skills- To enhance staff's ability to handle front office tasks- To provide staff with the necessary knowledge and skills to handle guest inquiries and complaints effectively- To improve staff's ability to provide excellent customer service3. Training StructureThe training program will be divided into several modules, each covering different aspects of front office operations and English communication. The modules will include both theoretical and practical components, with plenty of opportunities for role-playing, interactive exercises, and real-life scenarios. The training will be conducted by experienced trainers and will be tailored to the specific needs of our front office staff.Module 1: Basic English CommunicationThis module will cover basic English vocabulary, grammar, and phrases that are commonly used in front office operations. Staff will learn how to greet guests, introduce themselves, ask and answer questions, and handle simple conversations in English.Module 2: Handling ReservationsIn this module, staff will learn how to take reservations over the phone, via email, and in person. They will also learn how to confirm reservations, check room availability, and handle special requests from guests. This module will also cover basic English phrases and vocabulary related to reservations and room types.Module 3: Check-in and Check-out ProceduresStaff will learn how to welcome guests, verify their identification and reservation details, and complete the check-in process. They will also learn how to handle payments, issue room keys, and provide guests with information about hotel amenities and services. For check-out procedures, staff will learn how to handle final payments, issue invoices, and bid farewell to guests.Module 4: Dealing with Guest Inquiries and ComplaintsThis module will focus on teaching staff how to effectively handle guest inquiries and complaints in English. Staff will learn how to listen actively, empathize with guests, and provide appropriate solutions to their issues. They will also learn how to use polite and professional language when dealing with guest complaints.Module 5: Providing Excellent Customer ServiceIn this module, staff will learn how to provide exceptional customer service to English-speaking guests. They will learn how to anticipate and exceed guest expectations, handle special requests, and create a positive and memorable experience for guests.4. Training MethodsThe training program will make use of a variety of training methods and techniques to ensure that staff is engaged and able to apply what they have learned in their daily tasks. The methods will include:- Interactive group discussions- Role-playing exercises- Real-life scenarios and case studies- Multimedia presentations- Practical demonstrations- On-the-job coaching and mentoringWe believe that the combination of these training methods will help our staff to learn effectively and apply their new skills and knowledge to their daily work.5. Training ScheduleThe training program will be conducted over a period of 4 weeks, with each module being covered in one week. The training will be conducted during staff's off-peak hours to minimize disruption to their daily tasks. The schedule will be communicated to staff in advance to ensure maximum participation and attendance.6. Evaluation and FeedbackThroughout the training program, staff will be evaluated on their understanding and application of the training content through quizzes, practical assessments, and feedback sessions. Staff will also be encouraged to provide feedback on the training program to help us improve and tailor future training programs to their needs.7. ConclusionWe are excited to roll out this Hotel Front Office English Training Program to our staff and believe that it will greatly enhance our staff's ability to communicate effectively with English-speaking guests and provide excellent customer service. We are committed to ongoing training and development for our staff and look forward to seeing the positive impact of this program on the overall guest experience. Thank you for your participation and dedication to improving your skills!。
《In the Restaurant》 说课稿
《In the Restaurant》说课稿尊敬的各位评委老师：大家好！今天我说课的内容是《In the Restaurant》。
下面我将从教材分析、学情分析、教学目标、教学重难点、教学方法、教学过程以及教学反思这几个方面来展开我的说课。
一、教材分析《In the Restaurant》是教材版本教材中单元名称的一个重要部分。
本单元的主题是围绕在餐厅的场景展开，旨在让学生学习与餐厅相关的词汇、句型和对话，培养学生在实际生活中运用英语进行交流的能力。
这一内容既贴近学生的生活实际，又具有较强的实用性和趣味性。
通过学习，学生能够了解餐厅的基本用语和点餐流程，为今后的英语学习和实际应用打下良好的基础。
二、学情分析本次授课的对象是年级的学生，他们经过了一段时间的英语学习，已经具备了一定的英语基础知识和语言技能。
但是，他们在口语表达和实际运用方面还存在一些不足，需要更多的练习和实践机会。
同时，这个年龄段的学生活泼好动，好奇心强，喜欢直观形象的教学方式。
因此，在教学过程中，我将采用多种教学方法和手段，激发学生的学习兴趣，提高他们的学习积极性。
三、教学目标基于对教材和学情的分析，我制定了以下教学目标：1、知识目标（1）学生能够掌握与餐厅相关的词汇，如menu, waiter, waitress, dish, steak, salad 等。
（2）学生能够熟练运用句型“Can I have？” “I'd like ” “How much is？” 等进行点餐和询问价格。
2、能力目标（1）能够听懂关于在餐厅点餐的对话，并获取关键信息。
（2）能够用所学的英语在餐厅进行简单的交流，如点餐、询问价格等。
3、情感目标（1）培养学生学习英语的兴趣，增强他们的自信心。
（2）让学生了解不同国家的饮食文化，培养他们的跨文化意识。
四、教学重难点1、教学重点（1）掌握与餐厅相关的词汇和句型。
（2）能够在实际情境中运用所学的词汇和句型进行点餐和交流。
前厅部英语培训计划
前厅部英语培训计划IntroductionThe front office is the face of any hotel, as it is the first point of contact for guests. Therefore, it is essential for the front office staff to possess excellent communication and customer service skills. This training program is designed to equip front office staff with the necessary knowledge and skills to provide exceptional service to hotel guests.Training ObjectivesThe objectives of this training program are as follows:1. To enhance the customer service skills of front office staff2. To improve the communication skills of front office staff3. To familiarize front office staff with hotel policies and procedures4. To ensure that front office staff are knowledgeable about hotel amenities and services5. To promote teamwork and cooperation among front office staffTraining ContentThe training program will consist of the following modules:Module 1: Customer Service SkillsThis module will focus on the importance of providing excellent customer service. Topics covered will include the fundamental principles of customer service, handling guest complaints, and creating a positive guest experience.Module 2: Communication SkillsEffective communication is essential for front office staff. This module will cover topics such as verbal and non-verbal communication, active listening, and professional telephone etiquette.Module 3: Hotel Policies and ProceduresFront office staff will be familiarized with hotel policies and procedures, including check-in/check-out procedures, room reservation processes, and handling of guest requests. Module 4: Hotel Amenities and ServicesIn this module, front office staff will learn about the various amenities and services offered by the hotel, including dining options, spa services, and recreational facilities.Module 5: Teamwork and CooperationThis module will focus on the importance of teamwork and cooperation among front office staff. Topics covered will include building effective teams, conflict resolution, and promoting a positive work environment.Training MethodsThe training program will utilize a variety of training methods to ensure that front office staff receive a comprehensive and effective training experience. These methods may include:1. Classroom Instruction: This will involve lectures, presentations, and discussions on various topics related to the front office role.2. Role-Playing: Front office staff will engage in role-playing exercises to practice their customer service and communication skills in a realistic setting.3. On-the-Job Training: Front office staff will receive practical training opportunities to apply their knowledge and skills in real-world situations.4. Guest Speakers: Industry professionals may be invited to speak to front office staff about industry best practices and trends.5. Group Activities: Team-building exercises and group activities will be incorporated to promote teamwork and cooperation among front office staff.Training ScheduleThe training program will be conducted over a period of two weeks, with training sessions taking place for several hours each day. The schedule will be as follows:Week 1Day 1: Customer Service SkillsDay 2: Communication SkillsDay 3: Hotel Policies and ProceduresDay 4: Hotel Amenities and ServicesDay 5: Teamwork and CooperationWeek 2Day 6: Role-Playing ExercisesDay 7: On-the-Job TrainingDay 8: Guest Speaker PresentationDay 9: Group ActivitiesDay 10: Final Assessments and EvaluationTraining EvaluationThroughout the training program, front office staff will be evaluated through various methods to ensure that they have met the training objectives. These evaluations may include written assessments, role-playing exercises, and on-the-job performance evaluations.ConclusionThis front office training program is designed to equip front office staff with the knowledge and skills necessary to provide exceptional service to hotel guests. By focusing on customer service, communication, hotel policies and procedures, and teamwork, front office staff will be better prepared to meet the needs of hotel guests and contribute to a positive guest experience.。
04饭店教案(前厅)
4、是饭店的神经中枢，负责联络和协调 各部门对客服务。
5、承担着推销客房及其他产品和服务 的职责。
6、是饭店建立良好宾客关系的主要部 门
（二）作用
1、销售客房及其他产品。 2、负责信息处理。 3、作为业务活动的中心，协调前台、
后台之间的对客服务。
4、提供迅速、准确的客房状况。常用客 房预订汇总表（Room Reservation Chart） 或计算机来显示客房的长期状况（预订 状况）；用客房状况显示架（Room Rack） 或计算机来显示客房的短期状况（瞬间 状况）。
（3）大堂公共活动区域。公共活动区域应宽 敞舒适，其风格、面积必须与饭店的规模和相 适应，面积与饭店的客房间数成一定比例，约 为0.4—0.8平方米／间。同时，大堂应有一定 的高度，这样不会使人感到压抑。
（4）柜台。大堂内设有多个服务柜台，柜 台的布置必须与前厅总的风格协调一致。
（5）公共设施。大堂内应有齐备的公用电 话等设施，有些饭店还配备供客人查阅有关饭 店服务设施，服务项目等住处的触摸式计算机 显示屏，方便客人使用。
一、前厅部的地位和作用 前厅部（Front Office）是负责招徕并接待客
人、销售饭店客房及餐饮娱乐等产品和服务、 沟通与协调饭店各部门的对客服务、为客人提 供各种综合服务的部门。其主要机构均设在客 人来往最频繁的饭店大堂地段。 （一）地位 1、是饭店的营业窗口，反映饭店的整体服务 质量。 2、是留给客人第一印象和最后印象的所在地。 3、是饭店的信息中心。
（1）发型美观大方，梳理整齐。男员工发际线侧不
过耳，后不过领；女员工长发需用深色发卡束起，不 得披肩和加其了头饰。头发常洗，不得有头屑。
（2）面容清洁。男员工经常修面，不留胡，修剪指甲，女员工不许涂指甲 油。
前厅英语服务教案.doc
重庆工程职业技术学院教案
重庆工程职业技术学院教案
授课顺序号授课日期月日月日月日授课班级
课题Unit 2 Concierge and Reception
教学目的能够认识英文的入住登记表
能用英语正确完成对客人的迎接和入住接待工作
教学重点认识英文入住登记表；客人的入住接待服务用语
教学难点入住接待的英语服务和工作程序
课型理论课教具无教学过程及主要内容
A 组织教学
B 复习旧课
C 讲授新课
1.课程导入
回忆，复习前厅各岗位的的职责
◆Doorman
◆Bellboy
◆Bell Captain
◆Hotel Representative
2.入住程序
重庆工程职业技术学院教案
重庆工程职业技术学院教案
重庆工程职业技术学院教案。
前厅英语口语之教学设计
开门见山，检测课前自学情况，引出本课主题—施介绍”范例会话解析：
会话听、读训练
词汇、句型翻译
服务用语辨析
依据学生语言学习规律，由浅入深，循序渐进，逐步达成本课
前厅英语口语之教学设计
①语音语调：会话跟读训练，强调朗读中的重读、弱读、连读等语音技巧。
同桌互助，一人翻译会话内容，一人整理语句顺序
培养生生合作探究，解决实际问题，突破教学难点
【选词填空】
选取前厅人员用于酒店设施介绍的一段会话，要求学生选择合适的词填入划线部分，并以两两对话的形式进行检查和核对。
选词填空并两两对话
对课堂学习效果的检测和反馈
课堂小结
板书形式回顾用于本课“酒店设施介绍”的重
课题
前厅英语口语之酒店设施介绍
教材分析与处理
本课主要针对前厅英语口语的高考技能训练目标，现有的教材内容相对比较零散，不易于从整体上进行把握。现尝试对课程内容进行整合，围绕“酒店设施介绍”该项前厅服务内容，构建以任务为导向的口语训练活动，让学生在“做中学”，以达成具备与外宾实现良好沟通交流的职业能力。
点词汇和句型。
学生齐答
对重点的梳理和回顾
课后延伸
以“为客介绍酒店设施的具体位置”为题，同桌分角色合作编写、练习前厅口语会话。
结合行业，模拟岗位训练
体现能力本位和实践导向的职教理念
学情分析
授课对象为高三旅服专业学生，已认识部分用于“酒店设施介绍”的英语词汇，尚未系统掌握。同时对纯语音语法及中英文翻译的讲授感觉乏味，喜欢课堂上多些情境体验，让其可以充分参与活动任务、感受体验氛围。
教学目标
知识与技能
1．能说出用于“酒店设施介绍”的主要英语词汇
2．会翻译用于“酒店设施介绍”的前厅服务用语
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饭店英语电子教案Sep 1stSection one: Front OfficePart one: Room ReservationI. Oral part: 1. Questions: a. How to book a room? b. How to ask about the roomrate/price?c. As a reservationist, how to accept /refuse a booking2. Explain and practice the useful expressions.Making a bookinga. a.I’d like to book a room from… to…, please.b. b.Do you have any room free/available from…to…?c. c.Could you let us have a double room for…please?d. d.I’m going to reserve a suite from…to…, please.e. e.I wonder if you could book me a single room with bath?Accepting a bookinga. a.We do have one room free for those days.b. b.Yes, we have a double roo m available from…to….c. c.We can confirm you a room from…to….d. d.We can book you a mini-suite for those days.Refusing a bookinga. Sorry, we are fully booked for those days.b. Sorry, we don’t have any vacancy for…c. Sor ry, we won’t be bale to guarantee you 3 connecting rooms from…to….d. Sorry, we’re booked solid. But we can recommend you another hotel if you like. Asking about the room rate/pricea. a.What’s the room rate per night?b. How much is a single room w ith bath?c. Is breakfast included?d. Can we get some discount for group reservations?e. Is there a deduction for children?Expecting guestsa. We look forward to your stay at our hotel.b. We look forward to your arrival.c. We look forward to receiving you.d. We are expecting your stay with us.3. Simple dialogues: Suppose you are a reservationist, offer you help to the guest when…a. There is no room available. B. You receive a group reservation. II. Listen to the dialoguePart two: RegistrationI. Oral part: 1. Questions: a. As a receptionist, how to ask about the customer’s reservation?b. As a receptionist, how to help the customer with his registration form?c. How to hand the key?2. Explain and practice the useful expressionsGetting information from guests about the reservationa. Have you made a reservation, sir?b. Under whose namewas it made?c. How did you make the reservation, by telex or telephone?d. Did you reconfirm the booking?e. Sorry, there isn’t any room available, would you like us to try another hotel for you, sir?Helping guests with registration forma. Would you fill out this registration form, please? Here is a pen.b. May I have your signature, please?c. May I have your signature, please?d. Well, please write out your nationality/permanent home address/youroccupation/your next destination and passport number etc.Handing the key, etc.a. Here is your key card & key, sir.b. b.Please don’t forget to leave your key & key card at the reception when youcheck out, sir.3. Simple dialogue: A customer with a reservation comes and wants to checkin. ask her to fill out the registration form first and thenpresent her the room card and the key.Sep 8thPart three: Bell ServiceI. Oral part:1. Questions: a. Who is a bell boy?b. How to offer help to your customers as a bellboy?2. Explain and practice the useful expressionsOffering helpa. a.Welcome to our hotel. May I show you to your room?b. b.Let me help you with your luggage.c. c.May I help you with your suitcases, sir?d. d.Leave the luggage with me. I’ll get it up to your room.e. e.Don’t worry. We’ll send you a bellboy in a minute.f. f.Leave the letter with me, I’ll get them delivered.Special courtesy English for bellboya. After you, sir.b. Follow me, please.c. This way,please, sir.d. Please watch your steps, sir.e. Let me help you with your luggage, please.3. Simple dialogue: Play the part of a bellboy, help the guests when there is a fax forJimmy Brown in Room 304.4. Listen to the dialogues.Part four: At the cashier’sI. Oral part:1. Questions: a. What does a cashier do?b. b.How to help the guest change money and check out?2. Explain and practice the useful expressionsOn currency exchangeFor cashiera. a.How much would you like to change?b. b.The exchange rate is subject to alteration without notice.c. What denominations would you like?d. Traveller’s cheques are not valid until they are countersigned.For customersa. I want to change this bank note, please.b. I’d like to exchange some small notes.c. c.I’d like to cash this traveller’s cheque, please.d. d.Can I have my currency exchange receipt, please.On checking outFor cashierExplaining the billa. a.This figure here is for the phone calls you made from your room.b. b.This amount here is for the broken lamp and the soft drinks from themini-bar.c. c.Breakfast is included/excluded/extrad. Item 2 refers to theroom service.When there are miscalculations.a. a.Excuse me for a moment, I’ll check the details.b. b.I’m sorry, this is indeed a mistake. We’ll deduct this amount from your billright away.For customersa. a.I’m leaving this afternoon. Can I have my bill settled, please?b. b.Is this where I can pay my hotel bills?c. I’m checking out today. May I have my bill now?d. We’re leaving this afternoon. Would you get our bill ready for us? Room 404e. C ould you please explain this to me. I don’t think the figure should go that high.3. Simple dialogue: Mr. Thomson is checking out. As a cashier, please explainthe bill to him and ask him to show you his means ofidentifications and say good-bye to him.Sep 15thSection two: HousekeepingPart one: Chamber serviceI. Oral part:Explain and practice the useful expressions.Doing the rooma. a.When would you like me to do/make up your room?b. b.What time would it be convenient, sir?c. Would you like me to clean up /tidy up your room right now?Asking for permissiona. a.May I do the turn-down service for you now?b. b.We’d like to clean t he room. May we do it now?c. c.Would you like me to come back later?d. d.Would it be convenient if I returned at 9:45?Saying politely when disturbing the guesta. a.I’m sorry to disturb you.b. I hope I haven’t disturbed yo u.b. b.Sorry to have taken up your time.II. Listen to the dialogues.Part two: Laundry serviceI. Oral part: 1. Explain and practice the useful expressionsGiving information about laundrya. a.For laundry service, dial 6 and you will get housekeeping.b. b.The laundry forms and bags are in the top right handed drawer of thewriting table.c. c.The rate chart is contained in the stationery folder in your dresser’sdrawer, madam.Giving special requirements.a. a.I have some laundry to be done.b. I want to have a pantdry-cleaned.c. I’d like my sweater to be washed by hand in cold water.Telling about the extra chargea. a.We charge fifty extra for express.b. We deliver it within 4 hours at a50% extra charge.c. There is an extra charge of 50%for quick service.Comforting the guesta. a.Don’t worry. We have an express laundry service here.b. b.Don’t worry. We can arrange it for you.c. Don’t worry. Leave itto me.2. Simple dialogue:II. Listen to the dialogues.Se p 29thSection Three: Food and BeveragesPart one: Restaurant reservationsI. Oral part: 1. Explain and practice the useful expressionsAsking about the time of a reservationa. a.When would you like your table?b. b.When should we expect you?Refusing a reservationa. a.There aren’t any tables left for eight, but we can book one for you at nine.b. b.I’m terribly sorry. The restaurant is full.2. Role play: You want to reserve a table for three this evening at 6:00. II. Listen to the dialogues.Part two: Receiving the guestI. Oral part: 1. Explain and practice the useful expressionsAsking about a favorite tablea. a.Will this table be all right?b. b.Would you like to sit by the window?c. c.Would you prefer/rather sit near the window?d. d.Do you have a preferred table?2. Role play: You’ve got a reservation. The first table the waiter gives youis too near the door. You’d rather sit near the window.II. Listen to the dialogues.Part three: Taking ordersI. Oral part: 1. Explain and practice the useful expressionsRecommending dishesa. a.Why don’t you try…? It’s very good.b. b.I would suggest/recommend you have a taste of …c. c.Today, our specialty is …Asking about a dishWhat is … exactly?Asking for special instruction on fooda. a.How would you like your steak cooked?b. b.How do you like your steak done/prepared?2. Role play。