饭店英语教案

Foreword:Good morning everybody! Im so glad to see you in the new semester. We will learn New English for Hotel together in this term. I hope everyone can study hard and communicate others with English, lets make progress with each other and you can meet the needs of your job in the future with a fluent English.

There are some differences between College English and hotel English. There are no such new words in hotel English and some sentences can be easily repeated, so you should practice these sentences hardly and can communicate with different people in different situation.

The content of hotel English conclude two parts: one is situational dialogues which about business of different part of a hotel, the other is some theory about this industry. The former is more important than the later. The most important goal is open your mouth to speak and communicate with others.

yourself to us ( name、 hometown、 interest)

the good old days during the summer vacation

the importance of English for the hotel service

the semester learning content in this term

Chapter 1 Daily Reception Services

Lesson 1： Reservation

Leadinwithquestions:

Haveyoueverreservedaroomtellusyourexperience.Doyouknowthebasicprocedur

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ofreceivingaroomreservation.

Room Reservation

Reservations are an important Front Office function because most guests make arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.

There are six main steps involved in the reservation process. First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system. Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms. Third, the reservationist creates a telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements. Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed. Finally, the reservationist produces management reports that summarize daily reservations activities.

There are several types of room reservations in our business. For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation. In doing so, guests agree to pay for their rooms even if the rooms are not used. The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival. Otherwise the reservations are non-guaranteed. While there are several types of guaranteed reservations, the most common way is the