《旅行英語》教課設(shè)計(jì)一、課程性質(zhì)、地位和任務(wù)本科層次的學(xué)生在達(dá)成基礎(chǔ)階段的學(xué)習(xí)任務(wù),達(dá)到四級(jí)或六級(jí)水平后，都一定修讀專業(yè)英語,一方面為保證大學(xué)生英語學(xué)習(xí)不停線,另一方面也是使學(xué)生所掌握的英語知識(shí)能夠轉(zhuǎn)變成為專業(yè)技術(shù).旅行英語這門課屬于專業(yè)選修課，是依據(jù)大學(xué)英語應(yīng)用提升階段在專業(yè)英語方面的要求而睜開教課活動(dòng)的，其目的是為了適應(yīng)中國進(jìn)一步擴(kuò)大對外溝通和發(fā)展出、入境旅行，培育更多的有扎實(shí)的英語專業(yè)知識(shí)又精曉旅行理論的專業(yè)人材。二、課程基本要求經(jīng)過對這門課程的學(xué)習(xí)，學(xué)生們能夠拓展專業(yè)知識(shí)，掌握必定的專業(yè)英語詞匯,熟習(xí)旅行英語的常用表達(dá)方法，并進(jìn)一步穩(wěn)固英語語言基礎(chǔ),提升在專業(yè)領(lǐng)域內(nèi)綜合運(yùn)用英語語言的能力。本課程要修業(yè)生在學(xué)習(xí)過程中主要鍛煉英語的聽、說、讀能力,在工作中能夠順暢的與服務(wù)對象睜開溝通；要修業(yè)生在必定程度上掌握寫作和翻譯能力,在實(shí)踐中發(fā)揮專業(yè)人材的作用。三、教課設(shè)計(jì)內(nèi)容Unit1Reservation教課目標(biāo)和要求：要修業(yè)生掌握在酒店服務(wù)中怎樣使用英語幫助客人進(jìn)行預(yù)定。教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions酒店服務(wù)英語的整體原則組織構(gòu)造預(yù)約的常有形式預(yù)約的注意事項(xiàng)SituationalDialogue:AliceLiuisasecretaryinTokyo.ShecallsHiltonHotelinTianjintoreserveasuiteforherbossfromMarch22to24.Thereservationanswersthephonecallandacceptsthebooking.ReadingComprehension1TextA：(1）Explainthefunctionofthefrontoffice。2)Useexamplestodescribetherelationshipbetweenroomreservationandotherdepartment。Exercisesandsummary本單元要點(diǎn):電話預(yù)約本單元難點(diǎn)：服務(wù)人員在預(yù)約過程中的引領(lǐng)作用教課方法:講解Unit2Reception教課目標(biāo)和要求：要修業(yè)生能夠使用英語達(dá)成登記入住服務(wù)。教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions入住登記的操作流程房態(tài)支付方式SituationalDialogueAguestcomesuptotheReceptionDesk.HehasbookedadoubleroomforfournightsaweekagobyCtrip.Nowhewantstocheck-in.2)Aguestentersthehotelyouserved.Hehasnoreservation。Unfortunately,alltheroomsareoccupieduntil6：00pm。Nowitis4o’clock.Trytomakethisdealsuccessfully.ReadingComprehensionTextA：(1）ListdifferencesbetweenStarsandDiamonds。DescribethecurrentsituationofStarratingsinChina。IsitnecessarytointroduceDiamondratingsintoChina?TextB:1)Explainthefunctionofroomcategories.（Fromsupplierperspectiveandguestperspective。)2(2）WhatarethedifferencesamongPOV,OVandOF.（UseChinesetoanswer。）Whichonewillbethemostexpensive？Exercisesandsummary本單元要點(diǎn):登記入住流程本單元難點(diǎn)：團(tuán)隊(duì)客人的登記入住教課方法:講解Unit3AnswertheCalls教課目標(biāo)和要求：要修業(yè)生掌握酒店接聽電話的方式和類型。教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions飯館總機(jī)的功能飯館總機(jī)的基本要求SituationalDialogue(1）Oneguestneedamorningcallforhis9：00internationalflight.Heknownothingaboutthetrafficcondition.Pleasegivesomesuggestiontotheguestandconfirmthemorningcall.2)Oneguestisconfusedbythechargesofthecalls.Pleasegivesomeexplanation。Include:housephone，localcall,longdistancecallandinternationalcall.ThereisaminimumchargeoffirstthreeminutesforDomesticDirectDialbutnotforInternationalDirectDial。ReadingComprehensionTextA：翻譯TextB：(1)Differentiateamobilephoneandaportablephone.2)Whycellphonecanbeusedindifferentcountries?3)Estimatetheeffectofdigitalcameraincellphone。Exercisesandsummary本單元要點(diǎn):3接聽電話后的正確操作方式本單元難點(diǎn)：叫早電話教課方法：講解Unit4Complaint教課目標(biāo)和要求：要修業(yè)生掌握應(yīng)付客人投訴或訴苦的方法，以及辦理舉措。教課基本內(nèi)容:ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions投訴辦理程序辦理投訴的注意事項(xiàng)SituationalDialogue（1）Mrs.Browncomplainthatthehotwaterisnotashotassheexpected。Trytodealwithit.(2）Mr.Greenisveryunhappywiththerestaurantserviceinthehotel。Themanagerishandlingthecomplaint。ReadingComprehensionTextA:1)Ifyouareanemployee，whatisyourattitudetowardthecustomercomplaints？(2)Ifyouarethemanager,whatisyourattitudetowardthecustomercomplaints?(3）Ifyouaretheownerofthehotel,whatisyourattitudetowardthecustomercomplaints?4)Howtomanagecustomercomplaints？TextB：(1）ClassifyallthecomplaintsinPoorService.Trytoresolvestheseproblems.(2）Shouldweinformguestssomeproblemsabouttheroomwhentheymakeareservation.Exercisesandsummary本單元要點(diǎn)：應(yīng)付客人投訴的方法本單元難點(diǎn)：怎樣舒緩客人情緒4教課方法：講解Unit5Check—out教課目標(biāo)和要求：要修業(yè)生能夠使用英語達(dá)成對客人離店退宿的服務(wù)。教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions結(jié)賬退宿的操作流程賬單上常有的縮寫SituationalDialogue（1)Mrs。SmithisinRoom2210andsheischeckingout。Herbillis￥1250.Shewantstosettlethebillwithcash.YoufindthatthecashisnotRMBorUSDbutHKD。Asthehotelregulation，HKDisnotaccepting。Trytohelphertocheckout.MissChenhasstayedinthehotelfor4daysandsheisgoingtocheckout。ShefindsthatifshereservedbyCtripshecouldget15%discount.Nowsherequiresthediscount。Butyoufindthatshemadethereservationbytelephone.Trytodealwiththisproblem.ReadingComprehensionTextA：Whatisaccount?Whatisfolio？Differentiateaccountfromfolio.Exercisesandsummary本單元要點(diǎn)：離店退宿的流程本單元難點(diǎn)：前臺(tái)財(cái)務(wù)管理教課方法:講解Unit6Housekeeping教課目標(biāo)和要求:要修業(yè)生認(rèn)識(shí)客房部的常有服務(wù)及應(yīng)付舉措。5教課基本內(nèi)容:ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions客房部部構(gòu)造客房迎賓服務(wù)客房清理服務(wù)的注意事項(xiàng)客房設(shè)備詞匯SituationalDialogue(1）ThebellmangreetsandshowstheguestRoom3305.Hefirstopensthedoorfortheguestandcarriesguest‘sluggage。Hedrawsbackthecurtains,turnsontheTVandshowstheminibar.Whenheisgoingtomakeacupofteafortheguest,theguestgiveshim￥10andthebellmanleavestheroom。(2）Aguestasksaroomattendanttomakeuptheroomrightnowbecausehewillhavesomevisitors。Aftercleaning，heaskstheroomattendanttofetchsomefreshtowels,abottleofice，someflowersandcandles.Trytohandlethissituation.ReadingComprehensionTextA:(1）Listthefactorswhichwillinfluencestaffscheduling.2)HowtomakeVisualRota?（3）TalksomethingaboutthefunctionofVisualRota.TextB:1)DifferentiateoverviewamongChiefHousekeeper,Asst。ChiefHousekeeperandFloorSupervisor.2)Differentiaterequirements,salaryandbenefitsamongstations.Exercisesandsummary本單元要點(diǎn)：客房服務(wù)的辦理流程本單元難點(diǎn)：客房服務(wù)與客人關(guān)系的辦理教課方法:講解6Unit7LaundryService教課目標(biāo)和要求:要修業(yè)生能夠使用英文達(dá)成對客人衣物清洗服務(wù)的辦理。教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions洗衣服務(wù)短語SituationalDialogueMr。Smithwantstohaveexpresslaundryservicebecauseheisgoingtohaveameetingthisafternoon。He'dlikehissuittobedryclean。Trytohandlethis。(2）Theguestwantstoknowhowtogetthelaundryservice。Trytoexplainservicetimeandcharges。3)Oneguestfindsherskirtisdamagedbywashingandasksforcompensation.Trytosolvethisproblem。ReadingComprehensionTextA：（1）Whylaundryqualityisimportantinhospitalityindustryaccordingtothepassage？(2）Whatbenefitscanwegetinoperatinganin—houselaundry?Exercisesandsummary本單元要點(diǎn):洗衣服務(wù)的流程本單元難點(diǎn)：怎樣辦理名貴衣飾的清洗要求教課方法：講解Unit8RoomService教課目標(biāo)和要求：要修業(yè)生認(rèn)識(shí)全服務(wù)酒店能夠向顧客供給的各樣服務(wù)。教課基本內(nèi)容：ListeningComprehension7聽力對話要點(diǎn)句型聽力UsefulExpressions客房服務(wù)詞匯SituationalDialogue(1）MissLiuwantstohavebreakfastinherroom1878.Herorderisacupofcoffeewithsugar，onefriedegg，onesandwichesandaglassofchilledapplejuice.About10minuteslater，thewaitersendsthebreakfast。(2）Mr。Whitewantstoknowifitispossibletohaveanextrabedforhis9yearsoldson.TheroomattendantaskshimtofilloutaformandcontractswiththeFrontDesk。Itis$20forextrabedpernight。ReadingComprehensionTextA:(1）Whatbenefitscanhotelgetfromroomservice?（2）Whatisthedifferencebetweenroomserviceandfooddelivery?(3)Whatisthedifferencebetweenlimitedfeaturehotelandluxuryhotelinroomservice?TextB:TorFExercisesandsummary本單元要點(diǎn):當(dāng)客人提出不一樣要求時(shí)的應(yīng)付流程本單元難點(diǎn):嬰兒看顧、寵物問題教課方法：講解Unit9F＆BService教課目標(biāo)和要求：要修業(yè)生掌握餐飲服務(wù)的基本流程.教課基本內(nèi)容：ListeningComprehension聽力對話要點(diǎn)句型聽力UsefulExpressions8餐飲部主要崗位西餐早飯餐飲服務(wù)的基本流程餐飲預(yù)定SituationalDialogueMiss.ChencallstheSunRestauranttoreserveatableforapartyofsixfor6:30thenextevening。Thehostessanswersthephonecallandacceptsthebooking。（2）OneguestcallstheRiverBankRestauranttoreserveatablefor8o’clocktonight,andrequeststositbesidethewindow。Butthereisnotabletonight。Thehostesssuggeststheguesttochangeatimeorplace。ReadingComprehensionTextA：（1）DescribethecharacteristicsofChina’svariedcuisines.(2）WhydoChinesechoosechopsticksastablewareaccordingtothepassage？3)ListsomedifferencesabouttablemannersbetweenChinaandwesterncountries.TextB:(1）Whencanyoubegintoeat?（2）Howtoeatsoup？Whensomebodyasksyoutopassthesalt,canyouuseitbeforetheonewhorequestsit?Howtoremoveinedibleitemsfromthemouth?Exercisesandsummary本單元要點(diǎn)：餐位預(yù)約：個(gè)人和集體本單元難點(diǎn)：飲食習(xí)慣及小費(fèi)問題教課方法：講解Unit10Orders教課目標(biāo)和要求:要修業(yè)生掌握指引客人點(diǎn)菜的方法.教課基本內(nèi)容：ListeningComprehension聽力對話9要點(diǎn)句型聽力UsefulExpressions西餐服務(wù)——餐具西餐服務(wù)——酒杯西餐服務(wù)-—餐具擺放西餐點(diǎn)菜菜肴與酒水搭配SituationalDialogue（1）Mr.ZhangandhisfriendscometotheAmazonRestaurantandyoushowthematableinprivatehall.2)Mr。Greenandhiswifecometotherestaurant。Mr。Greenordersabeefsteakwhichhe'dliketobewelldoneandabeer.Mrs。Greenorderssomevegetables.ReadingComprehensionTextA：（1)HowtounderstandFrenchcuisine?（2）WhatareconsideredtheessenceofFrenchcuisine?3)DescribetheFrenchdiningorder。TextB：（1）WhatisthesimilaritybetweenJapanesecuisineandFrenchcuisine？（2）ExplainwhyKobebeefcostsomuch？（3）DescribethetypicalJapanesemethodofricepreparation。Exercisesandsummary本單元要點(diǎn):點(diǎn)菜服務(wù)流程本單元難點(diǎn)：菜名翻譯教課方法：講解Unit11PaytheBill教課目標(biāo)和要求：要修業(yè)生掌握結(jié)賬流程.教課基本內(nèi)容:ListeningComprehension10聽力對話要點(diǎn)句型聽力UsefulExpressions詞匯——烹飪方式詞匯——酒水SituationalDialogue1)MissLiufindsthatthefishsheorderedisnotfreshandthericeisnotserveduntilshefinisheshermeal.Shecomplainsaboutthese.Thewaitergivesher％20discount.(2）Mr.Liasksforthebillandistoldbythewaiterhehastopay1，200yuan。Mr。Lifindsthathehasneverorderedanyalcoholwhichisonthebill.ThenthebilliscorrectedandMr。Lipaysincash.ReadingComprehensionTextA：1)Explainthepaymentmethodofbankcreditcard。(2)Whatarethethreeprincipaltypesofcreditcardsmentionedinthepassage？(3）Translatethemeasureswhicharesuggestedtobetakentoprotectyourcreditcards。Anddoyouhaveanyothersuggestions？TextB:（1）Talkaboutthe“creditlimit”amongdifferentcards.2)Howmanytypesandamountofcardsdoyouneedandwhy？3）Fortheonlinepurchases，whichcardissaferandwhy？Exercisesandsummary本單元要點(diǎn):各樣付款方式的使用本單元難點(diǎn)：防止客人逃賬教課方法：講解Unit12OtherService教課目標(biāo)和要求：歸納性認(rèn)識(shí)商務(wù)中心和娛樂中心的對客服務(wù)。教課基本內(nèi)容：ListeningComprehension11聽力對話要點(diǎn)句型聽力UsefulExpressions康樂中心康體設(shè)備SituationalDialogue1)Mr。Brownandhisfriendscometothegymnasiuminthehotel。Theattendantgreetsthemandintroducesthefacilitiesandactivities.Theguestsareinterestedintheaerobicclassesandhopetojointheclass。2）Oneguestneedstoleaveadiamondringinthesafedepositboxbeforeshegoestoswimming。Suppl