(完整版)饭店英语教案.doc

旅游专业英语——饭店英语Foreword: Good morning everybody! I’m so glad to see you again in the new year. We will learn New English for Hotel together in this term. Just like before, I hopeevery can study hard and ask more questions to me, let’s make progress witheach other and you can meet the needs of your job in the future with a fluentEnglish. so you should practice these sentences hardly and can communicatewith different people in different situation.The most important goal is open your mouth to speak and communicate withothers.So I hope all of you can master this important ability and practice it by heart.前言：各位同学早上好，非常高兴在新年里再次和大家见面。

这学期我们将一起学习宾馆英语。

和以前一样，希望大家认真练习，多问问题，让我们一起进步也希望你们将来能以一口流利的英语适应工作的需要。

宾馆英语和导游英语有一些不同，宾馆英语里没有太多的生词，很多句子都是重复的，所以同学们可以把这些句子记熟了这样就可以在不同的场合和不同的人来交流。

宾馆英语包括两大部分的内容，一部分是业务方面的情景对话，另一部分是关于这个行业的理论性文章。

当然情景对话部分的内容是比较重要的，我们最重要的目的就是让你们拥有流利的英语口语。

希望大家用心学习，熟练掌握这项重要的技能。

Content before class: review of hotel industry1. What Is a Hotel.A. Listen to the tape, decide what each short conversation is about and mark ( ∨) whereappropriate.Commercial Convention Airport HotelResortMotelHotelHotelInquiry 1 ∨Inquiry 2∨Inquiry 3 ∨Inquiry 4∨Inquiry 5∨B. Listen to the tape and fill in the blanks with the words or phrases you hear.A hotel is ahome away from homefor all the traveling guests who needrest,food, and drink.A hotelwillenjoy greater financialsuccess onlywiththegreater satisfactionthe guest receive from theirhome away from home.C. Listen to the tape and match the jobs in Column A with the departments in Column B.AB1. chambermaidA. Front Office Department2. receptionistB. Finance Department3. Room Service waitressC. Housekeeping Department4. chief cashierD. Food and Beverage DepartmentD. Listen to the tape again and complete the following conversation with the informationyou hear.Man (M): What do you do in the hotel?Woman (W): I am a chambermaid in the Housekeeping Department.M: What are your duties?W: Well, my duties include making sure that the rooms are clean and in orderBut next week I will be working in the Food and Beverage Department.M: What are you going to do there?W: I will be a Room Service waitress. I will note down orders from guests andtake food trays up to their rooms. And what ’s your job?.M: I used to be a receptionist in the Front Office, and now I am working in theFinance Department as a chief cashier.W: And what are your responsibilities?M: I am responsible for paying out and receiving money.W: Oh, that’s a challenging job.E.Now try to discuss as many types of hotels as possible in your city and discusstheir differences in function.2．How to Enter the Hotel WorldDialog 1.We Have a Dream(Two college students of Tourism Management Dept. are going to have their internship ina hotel. Now they are talking about their career and ambition)A:It ’s lucky that we are going to work at Witz Hotel together from tomorrow on. We are to create a home away from home for all the traveling guests with our own hands.B:You bet. That’s the aim of the hotel business and the mission of the hotel staff.A:Besides, a hotel is called a mini-United Nations. We can meet and serve people from all walks of life.B:And from all over the world. That makes us feel proud, doesn’tit?A:Right you are. But I am worrying how to satisfy every guest.B:No worry, boy. Just remember what our teachers said---be neat and smart in appearance, courteous to everyone, and cooperative with co-workers.A:The most important quality is a real liking for people and a warm desire to help them.B:To tell you the truth, I hope some day I will become a manager, even the general manager.A:So do I. But can you tell me what management is?B:Management means to get things dome by the right people. Hotel management is hotel service management. Golden management hatches golden service.A:OK. On the other hand, the success of management depends on the service of all employees. Service is the essence of our career.B:Rome was not built in a day. So let’s work still harder.A: And realize our dream.Dialog 2. A job-hunting Interview(The Human Resource Manager, with the interviewee’s resume in his hand, is now givingher an interview.)Manager (M): Miss pen, sit down, please.Interviewee (I): Thank you.M: Now, please tell me why you want to work in a hotel.I: I enjoy working with people. In a hotel, I can service different people and fulfill their requirements. In return, my guests are friendly tome and this makes me happy.M: But why do you choose to work in our hotel?I:Well, yours is a famous five-star joint-venture hotel. It ’smanagerial system fits me well. That’s the reason I choose to come here.M: Your resume shows that you worked as a junior supervisor some time. What’s your understanding of a supervisor?I: In one word, a supervisor is the linking pin between the people who do the job andthe people who set the hotel’s goals.M: Then, what is a good supervisor in your opinion?I: To my knowledge and experience, a good supervisor should be firm and play fair, rely on the team work and fulfill the guests’reasonable requirements with respect andefficiency.M:Mm. Now I have asked you many questions. Do you have anything to ask me?I:Well, may I know something about the salary package?M:The starting salary for the first three months is 3,000 yuan RMB, plus bonus and meals. There’ll be periodical increase based on your job performance and hotel policies.I:That’s quite reasonable.M:One more thing, when will you be available?M:OK. We ’ll let you know our decision within five days. Thank you for coming.I:Thank you for your time, sir.A:Listen to the tape and tell:1. the aim of a hotel2. the reason why a hotel is called a mini-United Nations3.the most important quality the hotel staff must have4.the definition of management5.the relation between service and management1.Interviewer: Could you tell me something about your education background? Interviewee: Here’s a copy of my resume. Just refer to it, please.2.Interviewer: Why do you want to work in a hotel?Interviewee: Because I am out of job. I come here to try my luck.3.Interviewer: Why do you choose to work in our hotel?Interviewee: Just because I saw your ad. in the newspaper.4.Interviewer: Thank you for coming.Interviewee: You are welcome.3. Summary of Our WorkThe hotel Industry1. What is a hotel?At first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation.The hotel of today is a highly organized commercial entity, which consists of many departments and there are five most essential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division.2. What services and facilities does a hotel provide?Besides accommodations, food and beverages,such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops andbeauty parlors.3. Why do we say that serving guests is indeed an art?Service is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we say service first and guests foremost.4.ConsolidatinA: Role-playStudy the lists given below:1.What are your long-term and short-term goals?2.What do you feel are your greatest strength and weakness?3.Why should I hire you?4.Describe your most rewarding job experience.5.What do you do in your spare time?B: Decide what types of hotel you would recommend to the following persons:Commercial hotel Motel residenthotel boatelconvention hotel bed-and-breakfast innresortairport hotelGuest A: I’d like to do business in your city and try to sell this new washing machine. Guest B: I’m flying from your city to New York early tomorrow morning.Guest C: I’ve been hitch-hiking from Beijing to your city. Are there any cheap places where I could stay overnight?Guest D: I’m arranging the Annual Conference of American Hoteliers.Guest F: My wife and I would like to spend a week’s holiday at the seaside.5. Homework: Prepare an interview. (A hotel wants to hire a front office employee)Unit one Making Reservation1. Warming-up Exercises (P3)(1)Read and Translate the foreword.(2)Exercise 1.Look at the Reservation Form below, what information should you get from a guest when handling a reservation?(3) Exercise 2~8(All of these need asking some students to answer.)2. What to do in handling room reservations(MP3 Rr 8:16 ”-14:48’’)A. Listen to the tape, decide what each short conversation is about and mark ( ∨) where appropriate. (把表格画在黑板上，放录音，让学生回答)Room type No. of Nights Date Room Rate Conversation 1Conversation 2Conversation 3Conversation 4Conversation 5B. Listen to the tape and fill in the reservation form with the information you hear.Name Mr.Mrs.Miss. □□□Arrival DateNo. of NightsAddressTelephoneSingle □Double □RateRemarksNo. of Persons Twin □Suite □C. Listen to the tape again and complete the following conversation with the information you hear.Receptionist (R): Witz Hotel. Customer (C): IR:, sir. Your C: April 19 th.?reserve a single room for, please?.R: Well,⋯.Ah, yes, we do have a single available.May I have?C: Alexander Moore. That is, A-L-E-X-A-N-D-E-R for Alexander, and M-O-O-R-E for Moore.R: Thank you, Mr. Moore. Could I have your, please?C: I live in No.32, Hill Street, Los Angeles, USA. And my telephone number is 6219,934. By the way, how much is it?R: Fifty dollars per night, including.C: I see. One more thing, I am a vegetarian. Maybe I am about food.R:, sir. We’ll of it.D: Now try to discuss what musts are included in handling a room reservation.3. How to Handle Room Reservations（1）. 教材上的四段。