PAGEPAGE1《酒店英語-II》課程教學大綱一、課程基本信息課程代碼：16010202課程名稱：酒店英語-II英文名稱：HospitalityEnglish-II課程類別：專業(yè)課學時：32學分：2適用對象:酒店管理本科專業(yè)已修習過酒店英語I的學生?？己朔绞剑嚎荚囅刃拚n程：酒店英語I二、課程簡介本課程主要針對旅游系酒店專業(yè)的學生，通過重點講授酒店英語，進一步擴大相關詞匯量，訓練口語技巧，并簡單介紹西方文化背景與風俗習慣，使學生了解中西文化差異，從而能更好地進行跨文化交流，并為今后就業(yè)打下基礎。培養(yǎng)學生跨文化交流的能力和愛國、敬業(yè)的情操，為中國特色社會主義事業(yè)培養(yǎng)有高度社會責任感與正確道德觀念的有用人才。Thecourseisdesignedforhospitalitymanagementmajors,focusonhospitalityEnglish.Themainpurposeistofurtherfamiliarizethestudentswithtechnicalterms,workplacedialoguesandwesterncultureandcustom,soastofacilitatetheirfuturecareerinthehospitalityindustry.Cross-culturalcommunicationcompetence,loyaltyforcountryandresponsibilityforthejobwillbeemphasizedtocultivatetalentswithsocialresponsibilityandpropervalues.三、課程性質與教學目的本課程是旅游系酒店專業(yè)學生的必修課程，通過重點講授酒店英語，擴大相關詞匯量，訓練口語技巧，并簡單介紹西方文化背景與風俗習慣，使學生能從不同視角審視并理解文化差異，具備跨文化交流的能力和愛國、敬業(yè)的情操，從而能更好地進行跨文化交流，保持高度社會責任感與正確道德觀念，成為行業(yè)的中堅力量。四、教學內容及要求第一章Self-Assessment,LearningObjectives,Introduction目的與要求Differentiatebetweenyourculturalneeds,andthoseofothers.Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.Differentiatebetweenresortsandhotelstoidentifythepurposeofguestvisit.教學內容第一節(jié)主要內容：Introduction&3Aperspectives基本概念和知識點：Introductionaboutthecourse.Culturalawarenessinservice問題與應用（能力要求）分小組，每日組織晨讀第二節(jié)主要內容：英語學習技巧之語音語調糾正基本概念和知識點ThelodgingindustryLodgingtypesCareersinhospitality:Leadership問題與應用（能力要求）Knowingthefollowingfacts:Culturecanbedefinedasasystemofbeliefsandvaluessharedbyaparticulargroupofpeople.Peoplefromdifferentculturesmayhavedifferentviewsonwhatgoodcustomerserviceis.Weshouldtreatcultureswithequalrespect,andenhanceourculturalintelligence.思考與實踐Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.教學方法與手段課堂講授、多媒體教學第二章Stereotypes&HotelOC目的與要求Understandthatyourstereotypesshowinyourattitudeandyourattitudeshowsinyourservice.Identifythedifferentpartsofthehotelthatarecommoninmostlodgingproperties.Understandthehiringprocessinahotelanddevelopjobinterviewskills.Masterthelodgingtypes.教學內容第一節(jié)主要內容：Stereotypes基本概念和知識點：Commonstereotypes HotelOrganizationalChart問題與應用（能力要求）Knowingthecommondepartmentsofahotel.第二節(jié)HotelOC基本概念和知識點Departmentsofahotel.Somecommonpositionsinahotel.Careersinhospitality:Administration問題與應用（能力要求）CommonpartsofahotelJoiningtheteam:Thehiringprocess思考與實踐Howwouldyoustartyourcareerinahotel?Nametheadministrationdepartmentsofahotel.教學方法與手段課堂講授、多媒體教學、分組練習第三章AConceptualFrameworkoftheHotelGM’sJob:HotelPositions目的與要求KnowingtheworkingprocedureofaGM’sdailywork.Furtherunderstandingaboutthehotel’sexecutiveoperatingcommittee.Knowingthecommunicationsandinteractionsbetweendepartments.教學內容第一節(jié)主要內容：基本概念和知識點：AConceptualFrameworkoftheHotelGM’sJob問題與應用（能力要求）GM’sworkingproceduresandcareerdevelopment第二節(jié)主要內容：HotelPositions基本概念和知識點PositionsinFOPositionsinF&BPositionsinotherdepartments問題與應用（能力要求）KnowtheOCineverydepartmentofahotel.Understandtheresponsibilitiesofeachposition.思考與實踐DrawtheOCsineverydepartmentsofahotel.教學方法與手段課堂講授、多媒體教學、分組練習第四章Welcomingyourguests;FrontOfficeManager’sJob目的與要求Towelcomeyourguestinawarmandprofessionalmanner.Tounderstandthedifferencesinserviceexpectationsbetweeninternationalguests.MasterformsinFO.教學內容第一節(jié)主要內容：FOoperations&FOmanager’sjob基本概念和知識點：MasterFO’sabbreviations.KnowtheFOmanager’sjob.問題與應用（能力要求）UnderstandtheabbreviationsofFOforms.第二節(jié)主要內容：FOforms基本概念和知識點Reservationforms.Registrationsforms.Bills問題與應用（能力要求）CanreadFOformsandbills.思考與實踐Developskillstoacknowledgeguestswhenbusy..Learncommonlanguageforgreeting,welcoming,andsayingfarewelltoguests.教學方法與手段課堂講授、多媒體教學、分組練習第五章OperationsofFrontDesk-I目的與要求ReservationdialoguesReceptiondialogues教學內容第一節(jié)主要內容：Reservationdialogues基本概念和知識點：Makingareservationforguestswithspecialrequirements.問題與應用（能力要求）FindaproperroomforMr.White.第二節(jié)主要內容：Receptiondialogues基本概念和知識點ReceptiondrillsReceptionvocabularyRecommendhotelfacilitiesandservices.問題與應用（能力要求）Recommendhotelfacilitiesandservices.思考與實踐Reservationdialogueperformance.Receptiondialogueperformance.教學方法與手段課堂講授、多媒體教學、分組練習第六章Non-verbalCommunications;FOOperation-II目的與要求Developawarenessofthemessagesourbodiessendtoothers.Tolearntoreadanother’sbodylanguageandactaccordingly.Developstrategiestousebodylanguage,eyecontactandpersonalspacetomakepeoplemorecomfortable.UnderstandtermsofPayment.Becapableofbillexplanationandcheck-outdialogues.教學內容第一節(jié)主要內容：BodyLangueage基本概念和知識點：BodylanguagePosture&gesturesPersonalspaceEyecontactEyecontactaroundtheworldBodylanguage:Canada&theUSBodylanguagetoavoidAproperhandshakeProfessionalbodylanguageFacialexpressions第二節(jié)主要內容：Toexplainbillstotheguests.基本概念和知識點Check-outdialogueExplainchargesinthebills.問題與應用（能力要求）Canreadbillsandexplainthemtotheguests.思考與實踐Demonstrateabilitytouseprofessionalbodylanguageinservice.Recognizewhenahandshakeisappropriate.Understandwhatfacialexpressionstellyouabouttheemotionsofothers.教學方法與手段課堂講授、多媒體教學、分組練習第七章FOOperations–III;Activelistening目的與要求Knowinghowtodealwithcomplaints.Replytoaletterofcomplaints.BecominganactivelistenerActivelistening教學內容第一節(jié)主要內容：Dealingwithcomplaints.基本概念和知識點：LEARNproceduretodealwithcomplaints.Drillstocomfortangryguests.問題與應用（能力要求）Knowinghowtodealwithangryguests.第二節(jié)主要內容：Activelistening基本概念和知識點Learntoactivelylistentothepeoplearoundyou,andbefullyconsciouswhenyoucommunicate.Studywaystorephraseandclarifyyourcommunicationtoensuremutualunderstanding.Learntoprovidefeedbackinaconversationtoensuremessagesarebeingreceivedcorrectly.問題與應用（能力要求）Usecriticalthinkinginservicetoanticipateguestneeds.思考與實踐Casestudy:Coffee教學方法與手段課堂講授、多媒體教學、分組練習第八章ResumeWriting;目的與要求Knowtheskillsandformsofresumewriting.Understandtheinterviewprocedureandknowhowtomakeproperreplies.教學內容第一節(jié)主要內容：Partsofresumes基本概念和知識點：Resumeparts.Skillsinresumewriting.問題與應用（能力要求）Resumewriting.第二節(jié)主要內容：FrequentlyAskedQuestionsinJobInterview基本概念和知識點ClothesforjobinterviewRepliestofrequentlyaskedquestions.問題與應用（能力要求）Internshipinterview思考與實踐Makearesumeandacoverletter.教學方法與手段課堂講授、多媒體教學第九章Housekeeping;Telephoneandemailskills目的與要求Housekeepingdialogue.Skillsfortelephone.Skillsforemails.教學內容第一節(jié)主要內容：Housekeepingdialogues.基本概念和知識點：Howtoresponsetoguest’srequirements.Howtodealwithguests’complaints.問題與應用（能力要求）Housekeepingrelateddepartments.Howtoresponsetoguest’srequirements.第二節(jié)主要內容：Telephoneandemailskills基本概念和知識點TelephoneskillsEmailskills問題與應用（能力要求）Howtomakeanappointmentthroughtelephone.思考與實踐Whatarethekeyfactorsforemailwriting?教學方法與手段課堂講授、多媒體教學、分組練習第十章F&BService–I&ExceedingExpectations目的與要求PartsofamenuHelptheguestswithorders.教學內容第一節(jié)主要內容：Food&Beverage-I基本概念和知識點：Onthejob:WaiterserviceOn-sitetrainingforwaitersServiceSkillsSometermsinkitchenSometermsinrestaurant第二節(jié)主要內容：ExceedingExpectations基本概念和知識點Learntoidentifyguestneedstodeterminehowtoexceedexpectations.Demonstrateabilitytotakeactionorrespondtosomethingbeforeithappens.Considerculturalbackgroundwhenassessingserviceneeds.Developskillstobeableto“readaguest”correctly.Understandfoodserviceismorethandeliveringfood.Developskillstocreateamemorablediningexperience.問題與應用（能力要求）TrytorecommendatraditionalChinesefoodtoforeigners.思考與實踐Developskillstocreateacustomizedexperienceforeachguest.教學方法與手段課堂講授、多媒體教學、分組練習第十一章F&B-II;TheGuestCycle目的與要求UnderstandsomecookingtermsUnderstandsomerestaurantrevenueindexKnowtheguestcycle教學內容第一節(jié)主要內容：Cookingtermsandservicestyles基本概念和知識點：CookingtermsRestaurantrevenueindexSomeservicestyles問題與應用（能力要求）Knowthefeaturesofeachservicestyle.第二節(jié)主要內容：TheguestCycle基本概念和知識點WordscrambleUsingsoftenersRephrasingnegativesentencesIndirectquestionsandquestionstags問題與應用（能力要求）Howtoconveynegativeinformationtoyourguests?思考與實踐Roleplay.教學方法與手段課堂講授、多媒體教學、分組練習第十三章F&B-III;Requests&Recommendations目的與要求Winecategoriesandhowtoenjoywines.Makingrequests&recommendations教學內容第一節(jié)主要內容：Winecategories基本概念和知識點：WinecategoriesHowtoenjoywinesMatchingwineswithyourmeals.問題與應用（能力要求）Knowtherulesofwineappreciationsandwineordering.第二節(jié)主要內容：Requests&Recommendations基本概念和知識點Request&offerexpressionsSay“yes”tothepersonSofteningthemessageGatheringinformation問題與應用（能力要求）Solveproblemsinrestaurants.思考與實踐Casestudy.教學方法與手段課堂講授、多媒體教學、分組練習第十四章AccountingandFinancialControl;TheLanguageofHospitality目的與要求ProceduresinAccountingDept.OCofAccountingDept.Financialindexforahotel.Takeamessage,leaveamessagePhone&Emailwriting教學內容第一節(jié)主要內容：AccountingandFinancialControl