饭店服务英语教案

Part 1 English for Front office

Unit One Reservation

T eaching aims ：

1.practice the students’listening ability

2.practice the students’speaking ability

3.let the students master the basic procedures of reservation T eaching focus:

Basic procedures:

*greetings

*date of arrival and departure

*room types

*address

*telephone number

*conformation.

T eaching difficult

*some new words and phrases

*some useful sentences translation

Capacity-building methods

Reading and speaking.

Making dialogues

T eaching classes

6

First 2classes

T eaching procedures

Step1. 1.Recalled the good old days during the summer vacation

2.emphrase the importance of English for the hotel

service

3.Introduce the semester learning content in this

term

S tep 2new subject

The manager’s remarks

The aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink.

The front office of a hotel is not only its “shop window”but also its “nerve center”. The front office staff should know the great importance of this department and the aim of the hotel. It is in this department that the guest can get the first impression and the guest can enjoy vacation or business in this city.

The front desk clerk seem to do the following: receive reservations, register guests, assign rooms, distribute baggage, sore guests valuables, provide information, deliver mails and messages, check room occupancies, check out guests and so on.

In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, service skills, service terms and knowledge of languages. The most importance is you should be polite and smiling and is real like for people and have a desire to help them.

Today, we are going to learn the unit One which is the Reservation for the front office. Please open your books to the page2.firstly, we look at the part One.

The basic procedures including the following points:

1.greetings

This is the first procedure of welcoming guests. As the old saying goes: a good beginning means half of success. As the receptionist at the front office,

she should remember the following:

Cordial attitude of welcome and good terms of greeting. Welcome you to our hotel.

2.date of arrival and departure

From 2 to 5. there are the guests information you should know, use the following sentences:

*For which date, please?

*For how many nights, please?/ for how long?

*When will you check in?/ when will you check out?

*How long will you intend to stay?

* the date of the arrival?

*the date of the departure?

3. room types

* what kind of room do you like?

*what kind of room do you prefer?

*do you want s single room or a double room?

*would you like twin beds of a double?

*We have single rooms, double rooms, suites and deluxe suites , which would you like prefer?

*Y ou name and address, please?

*Would you please tell me your name?

5.telephone number

*Y our telephone number, please?

formation

(Repeat the guest’s requests)

Step 3

Part two sample 1 Receiving a reservation

1.read the dialogue

2.guide the students to learn the dialogue

3.guide the students to read the dialogue.

4.ask four students to read the dialogue

1.reserve v.

Reserve a room/ book a room /

Made a reservation for a room