《旅游英語》教案一、課程性質(zhì)、地位和任務(wù)本科層次的學生在完成基礎(chǔ)階段的學習任務(wù)，達到四級或六級水平后，都必須修讀專業(yè)英語，一方面為保證大學生英語學習不斷線，另一方面也是使學生所掌握的英語知識能夠轉(zhuǎn)化成為專業(yè)技能。旅游英語這門課屬于專業(yè)選修課，是根據(jù)大學英語應(yīng)用提高階段在專業(yè)英語方面的要求而開展教學活動的，其目的是為了適應(yīng)中國進一步擴大對外交流和發(fā)展出、入境旅游，培養(yǎng)更多的有扎實的英語專業(yè)知識又精通旅游理論的專業(yè)人才。二、課程基本要求通過對這門課程的學習，學生們可以拓展專業(yè)知識，掌握一定的專業(yè)英語詞匯，熟悉旅游英語的常用表達方法，并進一步鞏固英語語言基礎(chǔ)，提高在專業(yè)領(lǐng)域內(nèi)綜合運用英語語言的能力。本課程要求學生在學習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)對象展開交流；要求學生在一定程度上掌握寫作和翻譯能力，在實踐中發(fā)揮專業(yè)人才的作用。三、教案內(nèi)容Unit1Reservation教學目的和要求：要求學生掌握在酒店服務(wù)中如何使用英語幫助客人進行預訂。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions酒店服務(wù)英語的總體原則組織結(jié)構(gòu)預定的常見形式預定的注意事項SituationalDialogue:AliceLiuisasecretaryinTokyo.ShecallsHiltonHotelinTianjintoreserveasuiteforherbossfromMarch22to24.Thereservationanswersthephonecallandacceptsthebooking.ReadingComprehensionTextA:Explainthefunctionofthefrontoffice.Useexamplestodescribetherelationshipbetweenroomreservationandotherdepartment.VExercisesandsummary本單元重點：電話預定本單元難點：服務(wù)人員在預定過程中的引領(lǐng)作用教學方法：講授Unit2Reception教學目的和要求：要求學生能夠使用英語完成登記入住服務(wù)。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions入住登記的操作流程房態(tài)支付方式IIISituationalDialogueAguestcomesuptotheReceptionDesk.HehasbookedadoubleroomforfournightsaweekagobyCtrip.Nowhewantstocheck-in.Aguestentersthehotelyouserved.Hehasnoreservation.Unfortunately,alltheroomsareoccupieduntil6:00pm.Nowitis4o,clock.Trytomakethisdealsuccessfully.IVReadingComprehensionTextA:ListdifferencesbetweenStarsandDiamonds.DescribethecurrentsituationofStarratingsinChina.IsitnecessarytointroduceDiamondratingsintoChina?TextB:Explainthefunctionofroomcategories.(Fromsupplierperspectiveandguestperspective.)WhatarethedifferencesamongPOV,OVandOF.(UseChinesetoanswer.)Whichonewillbethemostexpensive?VExercisesandsummary本單元重點：登記入住流程本單元難點：團隊客人的登記入住教學方法：講授Unit3AnswertheCalls教學目的和要求：要求學生掌握酒店接聽電話的方式和類別。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions飯店總機的功能飯店總機的基本要求IIISituationalDialogueOneguestneedamorningcallforhis9:00internationalflight.Heknownothingaboutthetrafficcondition.Pleasegivesomesuggestiontotheguestandconfirmthemorningcall.Oneguestisconfusedbythechargesofthecalls.Pleasegivesomeexplanation.Include:housephone,localcall,longdistancecallandinternationalcall.ThereisaminimumchargeoffirstthreeminutesforDomesticDirectDialbutnotforInternationalDirectDial.IVReadingComprehensionTextA:翻譯TextB:Differentiateamobilephoneandaportablephone.Whycellphonecanbeusedindifferentcountries?Estimatetheeffectofdigitalcameraincellphone.VExercisesandsummary本單元重點：接聽電話后的正確操作方式本單元難點：叫早電話教學方法：講授Unit4Complaint教學目的和要求：要求學生掌握應(yīng)對客人投訴或抱怨的方法，以及處理措施。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions投訴處理程序處理投訴的注意事項IIISituationalDialogueMrs.Browncomplainthatthehotwaterisnotashotassheexpected.Trytodealwithit.Mr.Greenisveryunhappywiththerestaurantserviceinthehotel.Themanagerishandlingthecomplaint.IVReadingComprehensionTextA:Ifyouareanemployee,whatisyourattitudetowardthecustomercomplaints?Ifyouarethemanager,whatisyourattitudetowardthecustomercomplaints?Ifyouaretheownerofthehotel,whatisyourattitudetowardthecustomercomplaints?Howtomanagecustomercomplaints?TextB:ClassifyallthecomplaintsinPoorService.Trytoresolvestheseproblems.Shouldweinformguestssomeproblemsabouttheroomwhentheymakeareservation.VExercisesandsummary本單元重點：應(yīng)對客人投訴的方法本單元難點：如何舒緩客人情緒教學方法：講授Unit5Check-out教學目的和要求：要求學生能夠使用英語完成對客人離店退宿的服務(wù)。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions結(jié)賬退宿的操作流程賬單上常見的縮寫IIISituationalDialogueMrs.SmithisinRoom2210andsheischeckingout.Herbillis￥1250.Shewantstosettlethebillwithcash.YoufindthatthecashisnotRMBorUSDbutHKD.Asthehotelregulation,HKDisnotaccepting.Trytohelphertocheckout.MissChenhasstayedinthehotelfor4daysandsheisgoingtocheckout.ShefindsthatifshereservedbyCtripshecouldget15%discount.Nowsherequiresthediscount.Butyoufindthatshemadethereservationbytelephone.Trytodealwiththisproblem.IVReadingComprehensionTextA:Whatisaccount?Whatisfolio?Differentiateaccountfromfolio.VExercisesandsummary本單元重點：離店退宿的流程本單元難點：前臺財務(wù)管理教學方法：講授Unit6Housekeeping教學目的和要求：要求學生了解客房部的常見服務(wù)及應(yīng)對措施。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions客房部部結(jié)構(gòu)客房迎賓服務(wù)客房清理服務(wù)的注意事項客房設(shè)施詞匯IIISituationalDialogueThebellmangreetsandshowstheguestRoom3305.Hefirstopensthedoorfortheguestandcarriesguest’sluggage.Hedrawsbackthecurtains,turnsontheTVandshowstheminibheisgoingtomakeacupofteafortheguest,theguestgiveshim￥10andthebellmanleavestheroom.Aguestasksaroomattendanttomakeuptheroomrightnowbecausehewillhavesomevisitors.Aftercleaning,heaskstheroomattendanttofetchsomefreshtowels,abottleofice,someflowersandcandles.Trytohandlethissituation.IVReadingComprehensionTextA:(1)Listthefactorswhichwillinfluencestaffscheduling.⑵HowtomakeVisualRota?TalksomethingaboutthefunctionofVisualRota.TextB:DifferentiateoverviewamongChiefHousekeeper,Asst.ChiefHousekeeperandFloorSupervisor.Differentiaterequirements,salaryandbenefitsamongstations.VExercisesandsummary本單元重點：客房服務(wù)的處理流程本單元難點：客房服務(wù)與客人關(guān)系的處理教學方法：講授Unit7LaundryService教學目的和要求：要求學生能夠使用英文完成對客人衣物洗滌服務(wù)的處理。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions洗衣服務(wù)短語IIISituationalDialogueMr.Smithwantstohaveexpresslaundryservicebecauseheisgoingtohaveameetingthisafternoon.He,dlikehissuittobedryclean.Trytohandlethis.Theguestwantstoknowhowtogetthelaundryservice.Trytoexplainservicetimeandcharges.Oneguestfindsherskirtisdamagedbywashingandasksforcompensation.Trytosolvethisproblem.IVReadingComprehensionTextA:Whylaundryqualityisimportantinhospitalityindustryaccordingtothepassage?Whatbenefitscanwegetinoperatinganin-houselaundry?VExercisesandsummary本單元重點：洗衣服務(wù)的流程本單元難點：如何處理貴重服飾的洗滌要求教學方法：講授Unit8RoomService教學目的和要求：要求學生了解全服務(wù)酒店可以向顧客提供的各種服務(wù)。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions客房服務(wù)詞匯IIISituationalDialogueMissLiuwantstohavebreakfastinherroom1878.Herorderisacupofcoffeewithsugar,onefriedegg,onesandwichesandaglassofchilledapplejuice.About10minuteslater,thewaitersendsthebreakfast.Mr.Whitewantstoknowifitispossibletohaveanextrabedforhis9yearsoldson.TheroomattendantaskshimtofilloutaformandcontractswiththeFrontDesk.Itis$20forextrabedpernight.IVReadingComprehensionTextA:Whatbenefitscanhotelgetfromroomservice?Whatisthedifferencebetweenroomserviceandfooddelivery?Whatisthedifferencebetweenlimitedfeaturehotelandluxuryhotelinroomservice?TextB:TorFVExercisesandsummary本單元重點：當客人提出不同要求時的應(yīng)對流程本單元難點：嬰兒看顧、寵物問題教學方法：講授Unit9F&BService教學目的和要求：要求學生掌握餐飲服務(wù)的基本流程。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IUsefulExpressions餐飲部主要崗位西餐早餐餐飲服務(wù)的基本流程餐飲預訂IIISituationalDialogueMiss.ChencallstheSunRestauranttoreserveatableforapartyofsixfor6:30thenextevening.Thehostessanswersthephonecallandacceptsthebooking.OneguestcallstheRiverBankRestauranttoreserveatablefor8o,clocktonight,andherequeststositbesidethewindow.Butthereisnotabletonight.Thehostesssuggeststheguesttochangeatimeorplace.IVReadingComprehensionTextA:DescribethecharacteristicsofChina,svariedcuisines.WhydoChinesechoosechopsticksastablewareaccordingtothepassage?ListsomedifferencesabouttablemannersbetweenChinaandwesterncountries.TextB:Whencanyoubegintoeat?Howtoeatsoup?Whensomebodyasksyoutopassthesalt,canyouuseitbeforetheonewhorequestsit?Howtoremoveinedibleitemsfromthemouth?VExercisesandsummary本單元重點：餐位預定：個人和團體本單元難點：飲食習慣及小費問題教學方法：講授Unit10Orders教學目的和要求：要求學生掌握引導客人點菜的方法。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions西餐服務(wù)——餐具西餐服務(wù)——酒杯西餐服務(wù)——餐具擺放西餐點菜菜肴與酒水搭配IIISituationalDialogueMr.ZhangandhisfriendscometotheAmazonRestaurantandyoushowthematableinprivatehall.Mr.Greenandhiswifecometotherestaurant.Mr.Greenordersabeefsteakwhichhe,dliketobewelldoneandabeer.Mrs.Greenorderssomevegetables.IVReadingComprehensionTextA:HowtounderstandFrenchcuisine?WhatareconsideredtheessenceofFrenchcuisine?DescribetheFrenchdiningorder.TextB:WhatisthesimilaritybetweenJapanesecuisineandFrenchcuisine?ExplainwhyKobebeefcostsomuch?DescribethetypicalJapanesemethodofricepreparation.VExercisesandsummary本單元重點：點菜服務(wù)流程本單元難點：菜名翻譯教學方法：講授Unit11PaytheBill教學目的和要求：要求學生掌握結(jié)賬流程。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions詞匯——烹調(diào)方式詞匯——酒水IIISituationalDialogueMissLiufindsthatthefishsheorderedisnotfreshandthericeisnotserveduntilshefinisheshermeal.Shecomplainsaboutthese.Thewaitergivesher20%discount.Mr.Liasksforthebillandistoldbythewaiterhehastopay1,200yuan.Mr.Lifindsthathehasneverorderedanyalcoholwhichisonthebill.ThenthebilliscorrectedandMr.Lipaysincash.IVReadingComprehensionTextA:Explainthepaymentmethodofbankcreditcard.Whatarethethreeprincipaltypesofcreditcardsmentionedinthepassage?Translatethemeasureswhicharesuggestedtobetakentoprotectyourcreditcards.Anddoyouhaveanyothersuggestions?TextB:Talkaboutthe“creditlimit”amongdifferentcards.Howmanytypesandamountofcardsdoyouneedandwhy?Fortheonlinepurchases,whichcardissaferandwhy?VExercisesandsummary本單元重點：各種付款方式的使用本單元難點：避免客人逃賬教學方法：講授Unit12OtherService教學目的和要求：概括性了解商務(wù)中心和娛樂中心的對客服務(wù)。教學基本內(nèi)容：IListeningComprehension聽力對話重點句型聽力IIUsefulExpressions康樂中心康體設(shè)施IIISituationalDialogueMr.Brownandhisfriendscometothegymnasiuminthehotel.Theattendantgreetsthemandintroducesthefacilitiesandactivities.Theguestsareinterestedintheaerobicclassesandhopetojointheclass.Oneguestnee