飯店英語〔1〕實訓教學大綱〔HotelEnglishI〕〔2023〕課程編號：面對專業(yè)：旅游治理專業(yè)課實訓實訓時數(shù)：12考核方式：考察實訓總的目的與要求：英語進展共性化效勞和創(chuàng)效勞的力量。序序號實訓工程名稱時數(shù)必做選做每套實訓類型實訓目的要求驗證綜合設計1MakingroomReservations2必做5把握客房預訂的技能辦理√2Checkingin2必做5√Extendingthe3stayChangingRoomDealingandthe2必做5把握房間續(xù)住的技能√with4aandComplaintonthe2必做5把握處理顧客投訴的力量√Guest’sRequestForeignCurrency2必做5ExchangeCheckingOut2必做55把握外幣兌換方面的溝通力量√6把握辦理退房手續(xù)的力量√其中：驗證性實訓16.67%，設計性實訓5把握外幣兌換方面的溝通力量√6把握辦理退房手續(xù)的力量√教材及參考書目：.第一版.上海：學林出版社.2023[2]葛志宏.900句.其次版.北京：中國書籍出版社.2023.第一版.2023[4]旅游局.旅游飯店英語情景會話.第一版.北京：旅游教育出版社.2023張軍著.飯店職業(yè)英語.第一版.昆明：云南大學出版社.2023.2023李永生酒店英語會話.第一版.北京：高等教育出版社2023姜文宏，李玉娟．飯店效勞英語．第一版.北京：高等教育出版社，2023.上海：學林出版社，2023[10]張偉．飯店英語．第一版.天津：南開大學出版社，2023執(zhí)筆人：唐金穩(wěn) 審核人：龔艷 教學院長：劉曙霞飯店英語〔1〕課程實訓指導書唐金穩(wěn)編寫名目CONTENTSMakingRoomReservationsCheckinginExtendingthestayandChangingtheRoomDealingwithaComplaintandontheGuest’sRequestForeignCurrencyExchangeCheckingOutMakingRoomReservations實訓時數(shù)：2實訓目的：幫助學生把握客房預訂的技能；了解如何詢問客人有何特別要求。實訓內容與形式：英語對話練習ChanghongHotel.Mayihelpyou?長虹飯店。需要我?guī)椭鷨?？I”mphoningfromtheU.S.AIwantsomeinformationbeforemakingareservation.我從美國打的。我在我來之前想先訂個酒店Yes,madam.Howcanihelpyou?是的，夫人，我怎樣幫你呢？Thefirstthingiwanttoknowishowfarthehotelisfromtheairport.第一，我想知道從機場到酒店要多久。Onlyfifteenminutesdrive.15Doyouhaveaconferenceroom?你會議室嗎？Wehaveaconferencehallthatseatsfourhundred.Wealsohaveeightmeetingroomswhichseattwentypersonssach.400820Soyoumusthaveabusinesscenter.所以，是有商務中心的。Yes,madam.Thebusinesscenterofferstwenty-fourservice.Wecanprovidesecretarialandtranslationservicesandweofcoursehavefaxandtelex.是的，夫人，在2023年商務中心供給了效勞。我們可以供給秘書，翻譯效勞，我們固然有和電傳。Whatdoyouchargefordoubleandsinglerooms?你這的單人間和雙人間分別怎么收費的？SingleroomsareRMB320YuanperdaywhiledoubleroomsareonlyRMB480Yuan.320480Thatsoundsveryreasonable.Well,i”llhavetotalktomybossbeforemakingreservations.這聽起來似乎很合理.好吧，我得和老板談談再打算。Doyouneedanyfurtherinformation,madam?夫人，你還需要什么資料嗎？Ah,yes.Isthereaboutiqueinthehotel?啊，是的，酒店這有精品店嗎？Yes,madam.Infact,wehaveashoppingcenterwithfashionboutiques,asouvenirshopandsupermarket.是的，夫人，事實上，我們這有時裝精品店，禮品店和超市。Thankyouforallinformation.感謝您的全部信息。ThankyouforcallingtheChanghong.感謝您致電長虹實訓留意事項：Knowinghowtomakeacalltobookaroomforthecertainclient(s)2.Knowinghowtoprovideyouidea(s)ofwhatyouwant3.Knowinghowtoaskotherssomecertainthings實訓報告要求：介紹典型句型和詞匯。介紹馬上進展的對話內容，讓學生進展小組對話練習。模擬承受客房預訂的情景，學生上臺表演。Checkingin實訓時數(shù)：2實訓目的：把握入住手續(xù)的辦理。實訓內容與形式：英語對話練習Goodmorning,sir.ourhotel.Gladtomeetyou.很快活見到你。Thepleasureismine.Areyoucheckingin?Yes.是的Doyouhaveanybaggageinthetrunk?Yes,that”sall.是的，這是全部Mayihelpyouwithyoursuitcases,sir?我可以幫你提箱子嗎，先生？Thankyou.Thisway,please.It”sslippery,pleasemindyourstep.Yes.iwill.好的，我會的Pleasegoinbythedoorontheleft.Abellmanwillshowyoutothefrontdesk.請連續(xù)往左邊門走。阿貝爾曼將帶您到前臺。Thankyou.感謝你。實訓留意事項：1.Greetguests2.Asktheguestwhetherhe/shehasareservationwiththehotel.3.Yes---checktherecordincomputer.No---sellrooms.4.Asktheguesttoshowhis/heridentification.5.Asktheguesttofillintheregistrationform.6.Askaboutthewayofpayment.Formthecheck-inrecord.Givetheroomkeycardtotheguest9.Callthebellman10.Thanktheguest.實訓報告要求：介紹典型句型和詞匯。介紹馬上進展的對話內容，讓學生進展小組對話練習。模擬辦理入住手續(xù)的場景，學生上臺表演。ExtendingthestayandChangingtheRoom實訓時數(shù)：2實訓目的：幫助學生把握如何與游客建立良好的關系；把握房間續(xù)住的技能。實訓內容與形式：英語對話練習KeySentences〔重點句子〕I”dliketobookadoubleroomforTuesdaynextweek．下周二我想訂一個雙人房間。What”sthepricedifference？兩種房間的價格有什么不同？3．Adoubleroomwithafrontviewis140dollarsper

onewitharearviewis115dollarspernight1401154．IthinkI”lltaketheonewithafrontviewthen．我想我還是要陽面的吧。5．Howlongwillyoubestaying？您打算住多久？We”llbeleavingSundaymorning．我們將在星期天上午離開。AndwelookforwardtoseeingyounextTuesday．我們期望下周二見到您。I”dliketobookasingleroomwithbathfromtheafter-noonofOctober4tothemorningofOctober10．我想訂一個帶洗澡間的單人房間，1041010Wedohaveasingleroomavailableforthosedate以用。Whatistherate，please？請問房費多少？Thecurrentrateis＄50pernight50Whatservicescomewiththat？這個價格包括哪些效勞工程呢？Thatsoundsnotbadatall．I”lltakeit．聽起來還不錯。這個房間我要了。Bytheway，I”dlikeaquietroomawayfromthestreetiftheispossible．順便說一下，如有可能我想要一個不臨街的安靜房間。DialogueAA：RoomReservations．Goodafternoon．B：I”dliketobookadoubleroomforTuesdaynextweek．A：That”sfine，sir．AdoubleroomforTuesday，September12th，withafrontvieworrearview？B：What”sthepricedifference？A：Adoubleroomwithafrontviewis140dollarspernihonewitharearviewis115dollarspernight．B：IthinkI”lltaketheonewithafrontviewthen．A：Howlongwillyoubestaying？B：We”llbeleavingSundaymorning．A：Thatwillbefivenights，sir．Thankyouverymuch，andwelookforwardtoseeingyounextTuesday．B：Good．That”sallsettledthen．Good-bye．A：Good-bye．DialogueBA：AdvanceReservations．CanIhelpyou？B：Yes，I”dliketobookasingleroomwithabathfromtheafternoonofOctober4tothemorningofOctober10．A：Yes，wedohaveasingleroomavailableforthosedates．B：Whatistherate，please？A：Thecurrentrateis＄50pernight．B：Whatservicescomewiththat？A：For＄50you”llhavearadio，acolortelevision，atelephoneandamajorinternationalnewspaperdeliveredtoyourroomeveryday．B：Thatsoundsnotbadatall．I”lltakeit．A：Verygood．Couldyoutellmeyourname，sir，please？B：Yes，itisMoore．A：Howdoyouspellit，please？B：It”sM-O-O-R-E．A：M-O-O-R-E．Andwhatisyouraddress，please？B：Itis3600MontagueBoulevard，Hattiesburg，Mississiippi39401U．S．A．A：Excuseme，sir，butcouldyouspeakalittlemoreslowly，please？BSurnoprobleIt”s3600MontagueBoulevarHattiesburMississippi39401USA．Haveyougotit？A：Yes，soitis3600MontagueBoulevard，Hattiesburg，Mississippi39401U．S．A．B：That”sright．A：Whataboutyourtelephonenumber？B〔60〕264-971．Bythewa，I”dlikeaquietroomawayfromthestreetifthatpossible．A：Aquietroomawayfromthestreetispreferred．O．K．We”llmailyouareservationcardconfirmingyourbookingassoonaspossible．Welookforwardtoyourvisit．B：Thankyouandgood-bye．A：Good-bye．WordsandExpressionssettle v．解決 available a．可得到的，有用的confirm vt．使堅決，認可 Mississippi n．密西西比〔美國州名〕實訓留意事項：Greettheguest.Gettheinformationfromtheguest:Theroomnumber.Thetypeandnumberofrooms.5.Thetimeofextendingstay.6.Searchfortheroomavailableneededinthecomputer.7.Confirmtheextendingstay.8.Asktheguesthowtomakethepayment.9.Formtherecordofextendingthestay.10.Extendyourbestwishes.實訓報告要求：介紹典型句型和詞匯。介紹馬上進展的對話內容，讓學生進展小組對話練習。模擬為客人辦理房間續(xù)住的場景，學生上臺表演。DealingwithaComplaintandontheGuest’sRequests實訓時數(shù)：2實訓目的：幫助學生把握如何與游客建立良好的關系；把握處理顧客投訴的力量。實訓內容與形式：英語對話練習KeySentences〔重點句子〕1．Canyouchangetheroomforme？It”stoonoisy．能給我換個房間嗎？這兒太吵了。2．Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade．我妻子被運送行李的電梯發(fā)出的嘈雜聲弄醒了幾次。3．Shesaiditwastoomuchforher．她說這使她難以忍受。4．I”mawfullysorry，sir．格外對不起，先生。5．Idoapologize．我向您賠禮。6．Noproblem，sir.沒問題，先生。We”llmanageit，butwedon”thaveanyspareroomtoday．我們會盡力辦到，但是今日我們沒有空余房間。Couldyouwaittilltomorrow？等到明天好嗎？9．Ihopewe”llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep．我期望明天晚上我們能呆在一套安靜的房間里睡個好覺。Andifthereisanythingmoreyouned請告知我們。

pleaseletusknow．假設還需要別的什么東西，Thelightinthisroomistoodim．這房間里的燈光太暗了。12．Pleasegetmeabrighterone．請給我換個亮的。13．Certainly，sir．I”llbebackrightaway．好的，先生，我馬上就回來。14．Theroomistoocoldforme．IfeelrathercoldwhenIsleep．這房間太冷了，我睡覺時感到很冷。DialogueAAguest〔B〕wantstochangearoom．Hegoestotheassistantmanager〔A〕A：Goodmorning，sir．WhatcanIdoforyou？B：I”mBelI”minRoom90CanyouchangetheroomforeIt”stoonois．Mywifewaswokenupseveraltimesbythenoisethebaggageelevatormade．Shesaiditwastoomuchforher．A：I”mawfullysorry，sir．Idoapologize．Room908isattheendofthecorridor．It”spossiblethatthenoiseisheardearlyinthemorningwhenallisquiet．B：Anyhow，I”dliketochangeourroom．A：Noproblem，sir．We”llmanageit，butwedon”thaveanyspareroomtoday．Couldyouwaittilltomorrow？TheAmericanPeople-to-peopleEducationDelegationwillbeleavingtomorrowmorning．There”llbesomeroomsforyoutochoosefrom．B：Allright．Ihopewe”llbeabletoenjoyourstayinaquietsuitetomorroweveningandhaveasoundsleep．A：Besure．I”llmakeanoteofthat．Everythingwillbetakencareof．Andifthereisanythingmoreyouneed，pleaseletusknow．DialogueBA：Goodevening，ma”am．Didyouringforservice？WhatcanIdoforyou？B：Yes．Thelightinthisroomistoodim．Pleasegetmeabrighterone．A：Certainly，sir．I”llbebackrightaway…DoyoumindifImoveyourthings？B：Oh，no．Goahead．A：Thankyou…Howisthelightnow？B：It”smuchbetternow．Thankyou．A：You”rewelcome．Andifyouneedanyotherthings，pleaseletusknow．B：Ah，yes，theroomistoocoldforme．IfeelrathercoldwhenIsleep．Canyouturnofftheair-conditioning？A〔Check〕Theair-conditioningisalreadyB：MaybeI”mgettingacold．A：Wouldyoulikeanextrablanket？B：OK．Andwouldyoupleasegetmesomehotwater，too？IthinkIneedtotakesomemedicine．A：Certainly，ma”am．I”llberightback…h(huán)ereisablanket，andhotwaterforyou．Anythingelse？B：No，thanks．A：Goodnight，ma，am．WordsandExpressionselevator n．電梯 corridor n．走廊，回廊delegation n．代表團 extra a．額外的，外加的blanket n．羊毛毯，毯子，毛氈實訓留意事項：Informyoursupervisorandrecordalldetailsandwhathasbeendonetillthetimebeinginthelogbook.Ifyoufeelthattheproblemismorethanyoucanhandleandthatitneedshigherlevelforasolution,takethehandlethemattertoyoursupervisorortotheDepartmentHead.3.Whentheproblemissolved,informtheguestaccordingly.實訓報告要求：介紹典型句型和詞匯。介紹馬上進展的對話內容，讓學生進展小組對話練習。模擬受到客戶投訴，正確處理投訴的場景，學生上臺表演。ForeignCurrencyExchange實訓時數(shù)：2實訓目的：幫助學生把握如何與游客建立良好的關系；把握外幣兌換方面的溝通力量。實訓內容與形式：英語對話練習I”dliketopaymybillnow．我想現(xiàn)在結賬。Yournameandroomnumber，please？請問您的姓名和房間號碼？Haveyouusedanyhotelservicesthismorning？請問您今日早晨是否用過旅館內的效勞設施？Fournightsat90USdollorseach，andherearethemealsthatyouhadatthehotel．Thatmakesatotalof665USdollars．4906605．CanIpaybycreditcard？我可以用信用卡支付嗎？Pleasesignyournamehere．請您在這里簽名。Excuseme．We”releavingtoday．I”dliketopayourbillsnow．勞駕。我們今日要離去了。我期望現(xiàn)在就把賬結清。Bytheway，I”dliketotellyouthatthecheck-outtimeis12∶00noon，sir．先生，順便告知您，結賬后離開旅館時間是12Howaboutthechargeforthedaysyousharedtheroomwithyourfriend？這幾天您的朋友與您同住費用怎么辦呢？Pleaseaddtomyaccount．請記在我的賬里。Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom，Mr．Green？格林先生，今日早晨您是否用過旅館效勞設施，或在旅館餐廳用過早餐？Yes，myfriendandIjusthadbreakfastatthediningroom，butwedidn”tuseanyservices．是的，我的朋友與我在餐廳剛用過早餐，但是我們沒有使用過任何效勞設施。Thetotalfortheeightdaysisfivehundredsixtyyuanandeightyfen．85608DialogueAA：Goodmorning，sir．CanIhelpyou？B：I”dliketopaymybillnow．A：Yournameandroomnumber，please？B：GeorgeWright，Room706．A：Yes，Mr．Wright．Haveyouusedanyhotelservicethismorning？B：No，Ihaven”tusedanyservices．A：Fine．Thisisyourbill，Mr．Wright．Fournightsat90USdollarseach，andherearethemealsthatyouhadatthehotel．Thatmakesatotalof665USdollars．B：CanIpaybycreditcard？A：Certainly．MayIhaveyourcard，please？B：Hereyouare．A：Pleasesignyournamehere．B：Oh，yes．IsitpossibletoleavemyluggagehereuntilI”mreadytoleavethisafternoon？I”dliketosaygood-byetosomeofmyfriends．A：Yes，we”llkeepitforyou．Howmanypiecesofyourluggage？B：Justthree．I”llbebackby3∶00．A：That”sfine．Haveaniceday．B：Thankyou．Seeyoulater．DialogueB〔A：ReceptionistB：Guest〕B：Iwouldliketoknowtheapproximatefigureofmyac-countsothatIcanhavemymoneyexchangedatthebank．A：Uptothepresent，thetotalamounthasbeen880yuanapproximately．B：Excuseme．We”releavingtoday．I”dliketopayourbillsnow．A：Bythewa，I”dliketotellyotha〕thecheck-outtimes1∶00noon．MayIknowyournameandroomnumber，please？B：MynameisHenryGreen．Room1123．A：Yes，Mr．Green．Howaboutthechargeforthedaysyousharedtheroomwithyourfriend？B：Pleaseaddtomyaccount．A：Thenwe”llmakeoutabillforbothofyou．B：OK．A：Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom，Mr．Green？B：Yes，myfriendandIjusthadbreakfastatthediningroom，butwedidn”tuseanyservices．A：Fine．I”llneedtofindoutwhatthechargeisonthebreakfast．Thetotalfortheeightdaysiseighthundredsixtyyuanandeightyfen．B：Oh，Ididn”tchangeenoughmoneyjustnow．CanIpayinAmericandollars？A：Nsi．YoucanpayinForeignExchangeCertificateonyButyoucangetyourmoneychangedattheForeignExchangeCounterofourhoteloverthere．B：Thankyou．…Hereyouare．A：Thankyou．Mr．Green．Here”syourreceipt．WordsandExpressionsapproximate a．近似的，大約的 figure n．數(shù)字exchange v．交換、兌換、交易 ForeignExchangeCertificate外幣兌換券receipt n．收據(jù) luggage n．行李、包裹實訓留意事項：1.Howmuchwouldyouliketochange?2.Whatkindofcurrencyhaveyougot?3.Thisisanexchangememo.Pleasefillinyournameandtheamountyouintendtochange.4.Hereareyourmoneyandexchangememo.pleasecheckit.Pleasekeepthememo.Itmaycometoinhandylateron.YoumayconverttheunusedRMBbackintoforeigncurrencywhenyouleaveChina.實訓報告要求：介紹典型句型和詞匯。介紹馬上進展的對話內容，讓學生進展小組對話練習。模擬兌換外幣的場景，學生上臺表演。CheckingOut實訓時數(shù)：2實訓目的：幫助學生把握如何與游客建立良好的關系；把握辦理退房手續(xù)的力量。實訓內容與形式：英語對話練習Goodmornin,sir.Mayihelpyou?Goodmorning,I”mleavingtoday.Mayisettlemyhotelbillnow?現(xiàn)在想把在酒店的賬單付了可以嗎？YournameandyourRoomnumber,please?JackBurnsinRoom9102.9102Didyouhaveyourbreakfast?你有吃酒店供給的早餐嗎？Yes.是的。Haveyouusedanyfacil