1、原有教學(xué)模式教 案課程名稱： 酒店英語聽說 總素質(zhì)學(xué)分： 總學(xué)時(shí)： 48 （理論學(xué)時(shí)： 24 ；實(shí)踐學(xué)時(shí)： 24 ） 課程類別：專業(yè)素質(zhì)教育 非專業(yè)素質(zhì)教育 特殊素質(zhì)教育必修 選修 核心素質(zhì)教育 非核心素質(zhì)教育任課教師： 所屬單位： 文法與外語學(xué)院 職 稱： 副教授 授課專業(yè)： 酒店管理 授課班級(jí)： 酒店管理1501班 、Unit One Room Reservation Service章/節(jié)題目Unit One Room Reservation Service學(xué) 時(shí)14教學(xué)目標(biāo)1) Be familiar with the formalities of making reservation;

2、2) Be able to introduce some information about the Front Department ;3) Learn how to make a reservation for the guest.教學(xué)方法Group Discussion；refined-chosen instruction；Listening and Oral practice；教學(xué)內(nèi)容及進(jìn)程一、課堂檢驗(yàn)（包括提問、討論、隨堂測(cè)驗(yàn)等）備注欄：時(shí)間安排、教學(xué)方法、舉例、案例、新增內(nèi)容填寫等1 提問：（1）What is the hotel?2 討論：（1）What kind of serv

3、ices can you get if you live in a hotel?（2）What is the most important product in a hotel?（3）What is the classification of the hotel?（4）A system for rating hotels according to quality is widely used in China. Can you describe it?二、精講內(nèi)容（包括要點(diǎn)、重點(diǎn)、難點(diǎn)；互動(dòng)設(shè)計(jì)；板書設(shè)計(jì)）1、要點(diǎn)： (1) A hotel is a temporary home for pe

4、ople who are traveling. (2) In a hotel the traveler can rest and has access to food and drink.The hotel may also offer facilities for recreation, such as a swimming pool, a golf course, or a beach. (3)Accommodation is the most important service in hotel. All of the other services are designed to acc

5、ommodate the traveler. (4)As you know, there are many kinds of hotels in modern society. According to the guests they cater to, the hotel can be divided into commercial hotel, conference hotel, resort hotel, residential hotel, economy hotel(budget hotel). (5) A system for rating hotels according to

6、quality is widely used in China. This system puts the top hotels as the five-star hotels, with other receiving from four to one star. The difference between hotels is the quality of equipment and furnishings and services they offer are also a matter of prime importance. (6)What is the importance of

7、Front Office? the Front Office is the most visible area in hotel. It has the greatest amount of guest contact. Its the hotels nerve center and a liaison between the guest and the hotel. The Front Office is the focus of guest requests for information and service .It is the profit center of room sales

8、.(7) What is the major functions of Front Office?1) to sell guest rooms 2) to provide services such as handling mails, telegrams and messages for guests and provide some information to guests. 3) to coordinate guest services. complaints. 4) to chart room status report. 5) to maintain guest accounts,

9、 determine credits, render bills, receive payments, 6) to settle guest accounts. And 7) to construct guest history file for future references.(8) What kinds of sections are included in the Front Office?Reservation;Front Desk;Concierge;Business center;Telephone room;Assistant manager.(9) What are the

10、 different ways to make a reservation? Requests for reservations are received at the hotel through different means - by telephone, fax, letter, through the web or by the guest in person.(10) Generally speaking, there are two kinds of reservation, what are they? non-guaranteed ;guaranteed(11) What ar

11、e the different kinds of guaranteed reservation? The types of guaranteed reservations are: Credit card guaranteed reservation - The guest provides the hotel with a credit card number to hold the room. Prepayment guaranteed reservation - Guests make full payment for the stay prior to arrival.Advance

12、deposit guaranteed reservation - A specific amount of money is requested from the guest prior to his arrival. Travel agent guaranteed reservation - This reservation is made and guaranteed by the travel agent. The hotel bills the agent for a no-show. Corporate guaranteed reservation - A corporate con

13、tract guarantees payment for no-show travelers of that corporation.(12) What kind of information should be contained when making a reservation? Guest name, address, and telephone number. Arrival date and time, and length of stay.Type and number of rooms and for how many people; Rate quoted; Guarante

14、e method. Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guests visit is helpful in satisfying the guests needs.2、 重點(diǎn)： (1) What kind of information should be contained when making a reservation? (2) The procedure of making reservation. (3) H

15、ow to confirm and revise the reservation for the guest. (4) The important sentences of making reservation:Important sentences:important words：房型：double room 雙人間=honey room= couple room: a room with a double bed or a queen(king) bed to accommodate 2 adults. A third adults needs an extra bed. single r

16、oom 單人間 :A room with 1 single bed, strictly for 1 adult only. No extra beds are available.standard room=TWB room= twin room:two-bed(or twin-bed or two single beds) room with bath accomodating 2 adults, a third adult requires an extra bed.suite swi:tn.套房 junior suite=astandard suite 普通套房luxury suite=

17、deluxe suite 豪華套房superior suite =senior suite高級(jí)套房abusiness suite 商務(wù)套房executive administration suite 行政套房presidential suite 總統(tǒng)套房honey suite 蜜月套房family suite 家庭套房 triple room三人間：A room with either 3 single beds, or I queen bed and 1 single bed to accommodate 3 adults.預(yù)定的類型：Non-guaranteed reservation 非

18、保證類預(yù)定Guaranteed reservation:保證類預(yù)定credit card guaranteed reservation 信用卡保證類預(yù)定 prepayment guaranteed reservation 預(yù)付款保證類預(yù)定 advance deposit guaranteed reservation 訂金保證類預(yù)定 travel agent guaranteed reservation 旅游代理保證類預(yù)定 corporate guaranteed reservation 公司保證類預(yù)定The reservation record must have following info

19、rmation:guest name, address, telephone numberarrival date and time, and the length of staytype and number of rooms and number in the partyrate quotedguaranteed methodinformation such as method of payment, special request(non-smoking room, handicapped)the purpose of the guests visit important sentenc

20、es:Asking to be excusedOne moment, please, sir (madam).Just a moment, please, sir (madam)Hold on a moment, please, sirCould you hold on a moment, please, sir?Let me check.I am sorry to have kept you waiting.Answer the guests reservation callCan/May/ I help you? What can I do for you?How can/may I he

21、lp/assist you?Is there anything I can do for you?Guest name, address, and telephone numberYour name, please?May I know your name, sir?Will you give me your full name, sir?Whats the name, sir?May I have your surname/initials,sir?Sorry, I cant catch you clearly; can you spell your name / surname pleas

22、e, sir?Could I take your name and contact number?May I have your name and guests name, please.May I have your telephone /fax/ contact number?May I have the company name/ address?May I have the way to contact you?Whom is the reservation for, please?Arrival and departure date, and the length of stayCo

23、uld you tell me your arrival time and departure date?What time will you be arriving?How long do you plan to stay?How many nights do you plan to stay?For which dates?For when was(is) that, please? From May the 15th to(through) the 17th.How long are you being stay?How long will you stay in our hotel?H

24、ow many nights do you require the room?Type and number of rooms and the number in the partyWhat type of room would you like/prefer/require?We have deluxe suites, deluxe double rooms, twin-bed rooms with bath, and single rooms, which do you prefer?Which do you prefer, a double room with bath or a twi

25、n-bed room with shower? Single or double room?How would you like a double room with twin-bed?For how many people?How many was it for?Who is the booking for? For whom？In whose name?Rate quotedThe price/room rate for a standard room would be 160 yuan RMB.That will run/cost you 300 yuan a night.200 yua

26、n a night, including breakfast and dinner.Is it a company/ private / group/ guaranteed booking?We will give you 10 percent discount/off since you are our old customer/ since you are a group reservation/ since you are a corporate reservation.I see your company has an arrangement with this hotel for d

27、eluxe rooms. The rate will be RMB 860 per night.Can you give us a special rate since ours is a company booking? There is a 20 percent company discount.Since yours is a corporate（company）reservation, we will give you a 20% discount.The room rate will be RMB 600 per night just as your last stay.We cha

28、rge a deluxe single for RMB 100 Yuan per night.Confirmation and guaranteed method.How do you wish to guarantee your reservation? How would you like to guarantee your reservation?We can guarantee your room after the fifth.We can guarantee you the room booked after October 17.We can confirm you two do

29、uble room from November 2nd to 7thI can confirm you a single with bath for the 2nd, but I cant guarantee it for more than one night.We can do a standard twin-bed room for RMB 800 Yuan per night.Yes, we do have a double room available for that day.We do have a single room available for those dates.We

30、 confirm your credit card guaranteed reservation.We （can）confirm your prepayment / advance deposit / travel agent / corporate guaranteed reservation.You should pay 500 yuan as deposit to confirm your reservation.How would you like the way of payment/ to pay the pre-payment?Will the company pay every

31、thing? The guests will pay their own expenses upon checkout, expect the room rates.We can hold the room until 6 p.m. for you. When there is no room availableI am sorry, all the rooms are taken/ booked up.Oh, sorry, all the twins are taken, but we happen to have a suite available.Sorry, but we have n

32、o vacancies /room available at this time.Well, we are rather full. But Ill try my best.Oh, I am sorry but all the rooms are booked up in October. Dont worry, we can either put you on the waiting list or find you a room in the nearby hotel.Sorry, we have no double room at that day, how about a junior

33、 suite?The way to confirm the reservation(1)Well send you a confirmation by fax within five days. May I know your fax number?(2)Ill give you a definite answer by phone within five days.(3)You can have a room in * hotel, they are expecting you to arrive.(4)Can you confirm those payment details in wri

34、ting, please?(5)Well send you a fax to confirm the reservation as soon as possible.(6)We look forward to seeing you soon.(7)We look forward for your coming.Guests questions for some informationHave you got any vacancies for the nights of 22nd and 23rd? Id like to make a reservation for the two night

35、s.How much will it be for one night?Do you accept VISA?Do you offer airport pick-up service?With or without breakfast?Can you tell me the room rate?What services come with that?3、 互動(dòng)設(shè)計(jì)： Listening Practice:Dialogue 1: For which date, please?For how many nights?From October 10th.For three nights. How

36、many guests will there be?Just my wife and myself. What kind of room would you prefer?A twin, please.What is the room rate?Well take the one at 1,800 Yuan. your name and initials, please?Brown T.E.may I have your phone number?06-321-5535.Dialogue 2:For which dates?From September 10th to September 15

37、th.For how many people?Twenty persons.What kind of room?Double room with twin beds. Is there a special rate for a group reservation?Yes, there is a 10 percent discount.Name and telephone number, please?Mr. Blake, .Dialogue 3:What kind of room and for which dates?Id like to reserve a single room with

38、 bath for September 24th.Is there any room available for that day?No.Could you give me your phone number?Yes, my phone number is 08-.Guests name? Evelin. Evelin Winthrop.Dialogue 4:When will the guest arrive and how long will the guest be staying in the hotel?What type of room does the guest want?Wh

39、at is the name of guest?How much is the room rate?Dialogue 5:Why cant the reservation be made?The guest changes the date of arrival, doesnt he? Why?What suggestion does the receptionist give?Which one does the guest prefer?Oral practice:Situations:1、Cues： 面對(duì)面的預(yù)定。推薦房型并要求付500押金來保證預(yù)定。2、Cues： 電話預(yù)定，信用卡保證

40、類預(yù)定。3、Cues：團(tuán)隊(duì)預(yù)定。公司保證類預(yù)定。兩個(gè)豪華套房，五個(gè)豪華標(biāo)準(zhǔn)間。因?yàn)槭枪镜腣IP客人。所以務(wù)必要保留好房間?；卮鹫f，因?yàn)槭枪颈ＷC類預(yù)定，就算有預(yù)定未到的客人，也會(huì)把房間保留24個(gè)小時(shí)。但是費(fèi)用將由公司支付。4、Cues：電話預(yù)定。旅行社保證類預(yù)定。通過傳真發(fā)送預(yù)定確認(rèn)函。5、Cues： 面對(duì)面的預(yù)定，但是那個(gè)時(shí)間段已經(jīng)沒有房間了。問是否愿意等候。或者可以幫安排在臨近的酒店。6、Cues：電話團(tuán)隊(duì)預(yù)定，問是否可以安排接機(jī)服務(wù)。讓客人到機(jī)場(chǎng)后聯(lián)系酒店的機(jī)場(chǎng)服務(wù)處。7、Cues：殘疾人預(yù)定。問是否有適合殘疾人使用的設(shè)施設(shè)備8、Cues: 散客預(yù)定。問房?jī)r(jià)是否包括早餐和服務(wù)費(fèi)。9、C

41、ues：電話預(yù)定。沒有標(biāo)間了，問是否可以考慮雙人間。10、Cues： 公司保證類預(yù)定。問公司是不是會(huì)承擔(dān)所有的費(fèi)用?；卮鹗浅朔抠M(fèi)外，其他的費(fèi)用由客人自己承擔(dān)。11、Cues：電話預(yù)定，信用卡保證類預(yù)定。要定一個(gè)豪華行政套房，一個(gè)普通套房，一個(gè)雙人間、一個(gè)標(biāo)間、一個(gè)單人間。12、Cues: 客人做一個(gè)非保證類有預(yù)定，預(yù)計(jì)的抵店時(shí)間為下午兩點(diǎn)。預(yù)訂員申明：如果沒有接到推遲抵店的通知，非保證類預(yù)定的房間可以保留到當(dāng)天下午六點(diǎn)。13、Cues: 電話預(yù)定13-15號(hào)的房間。13號(hào)有房。但是14-15號(hào)的房間暫時(shí)沒有.將把客人的名字放在候房單上。14、Cues: 客人打電話來更改預(yù)定。時(shí)間從原來的13

42、-15號(hào)變成13-16號(hào)、房間的類型從普通套房到豪華套房。15、Cues: 客人打電話預(yù)定房間。并要定一間會(huì)議室。16、Cues: 客人打電話做團(tuán)隊(duì)預(yù)定房間。并要定當(dāng)天晚上的歡迎雞尾酒會(huì)。17、Cues: 客人打電話取消房間的預(yù)訂。18、Cues: 客人打電話預(yù)訂十月二號(hào)到五號(hào)的房間，但是那幾天的房間已經(jīng)訂滿了?？梢园芽腿说拿麊畏旁诤蚍繂紊希⒃谖逄熘畠?nèi)通知客人是否有房。19、Cues: 散客的面對(duì)面預(yù)訂，要求全額付費(fèi)來保證預(yù)訂，并給客人一份預(yù)定確認(rèn)函。20、Cues: 旅行社打電話來做團(tuán)隊(duì)預(yù)定。問旅行社的傳真號(hào)，發(fā)一份預(yù)訂確認(rèn)函給旅行社。三、答疑安排1、Ask the students to

43、 think over some difficulties of this topic, if they have any questions, they can confer me on internet. 四、布置三習(xí)題（預(yù)習(xí)題、練習(xí)題、復(fù)習(xí)題）1、預(yù)習(xí)題：Have a preparation about next class. Read the dialogues of the Chapter One, 2、練習(xí)題：Finish the exercises after this Unit on your textbook. P7-103、復(fù)習(xí)題：Understanding the imp

44、ortant words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.五、教學(xué)反思1、 如何更多的讓學(xué)生參與到課堂討論？（1） 前幾堂課盡可能多的讓學(xué)生輪流發(fā)言、回答問題。對(duì)每個(gè)學(xué)生的英語基礎(chǔ)特別是口語基礎(chǔ)有一個(gè)大致了解。根據(jù)實(shí)際水平，提不同難度的問題。（2） 不管學(xué)生回答的怎么樣，盡可能的肯定和鼓勵(lì)，營(yíng)造輕松愉悅的課堂氛圍。Chapter two Reception Desk章/節(jié)題目Chapter t

45、wo Reception Desk學(xué) 時(shí)14教學(xué)目標(biāo)4) Be familiar with the formalities of Check in;5) Be able to introduce some information about the hotel services ;6) Learn how to provide some services to the guest, such as extra-bed, change room, extending stay and so on.教學(xué)方法Group Discussion；refined-chosen instruction；Li

46、stening and Oral practice；教學(xué)內(nèi)容及進(jìn)程一、課堂檢驗(yàn)（包括提問、討論、隨堂測(cè)驗(yàn)等）備注欄：時(shí)間安排、教學(xué)方法、舉例、案例、新增內(nèi)容填寫等1、提問：（1）What is the procedure of Check-in service?2、討論：（1）What kind of services will be provided by reception desk?（2）What is the most important responsibility of the reception desk?（3）How to provide some services such

47、as extra-bed, change room, extending stay and so on?二、精講內(nèi)容（包括要點(diǎn)、重點(diǎn)、難點(diǎn)；互動(dòng)設(shè)計(jì)；板書設(shè)計(jì)）1、要點(diǎn)： Procedures：1、 greet guest2、 ask whether the guest has reservation3、 if the answer is affirmative, confirm the information about the guests reservation4、 If the answer is negative, ask for the check-in information,

48、such as how many people in the party, what kind of room the guest needs, and then consult the computer to see if there are rooms available. If there is any vacant room, you should quote the room rate.5、 If the room rate is accepted by the guest, you should ask the guest to complete the registration

49、list, that maybe concludes information such as nationality, name, age, occupation, passport number or identity card number, address ,telephone, the way of payment, etc.6、 If there is no room available. You should make apologizing and recommending.7、 Take a copy of the guests passport or identity car

50、d, maybe also the credit card.8、 Ask for the way of paying.9、 Ask for the deposit at the cashiers. 10、Make the assignment of the room, make the room card and room key, and give them to the guest.11、Ask the porter to show the guest up to the room.12、Best wishes to the guestImportant sentences1、 do yo

51、u have a reservation？When was it made?From which company?Who made the booking? In whose name was the reservation made?2、 Let me have a check at the computer (reservation list).I am sorry; madam, but I havent got any record of that. Have you got a letter or telex confirming your booking?Do you have y

52、our reservation confirmation letter?Wait a minute; I will check our reservation record. Yes, we have the reservation in your name.Yes, Mr. smith, you have reserved a double room. Yes, we have your reservation. 3、 What type of room would you like? How about a single room? How many people are there in

53、 your party?There are more members of your party that we are told. 團(tuán)員人數(shù)比預(yù)訂時(shí)增加了。We have deluxe suite, junior suite, deluxe double room, junior double room, single room, standard room , which do you prefer?I wonder if youd consider a junior suite. We have some nice ones at 90 dollars per night.Whats t

54、he difference in price? There would be a saving of 20 dollars.4、 Please fill the registration form. Name, in capital letter please.Please sign your name here.Just fill in the registration with your name; your passport number and your nationality. I will take care of the others. And dont forget sign

55、your name at the bottom of the form.I will put in the others for you later on.Could I ask you to write your name in block capitals?Could you sign your name here, please?Would you put you signature here, please?You forgot to fill in the date of departure?Please let us know your departure at least one

56、 day in advance.請(qǐng)至少提前一天告知離店日期。5、I am afraid your room is not ready yet, would you mind waiting, please? We are very sorry for inconvenience.I hope you will understand.May I recommend another hotel for you?May I arrange a room for you in nearby hotel?Sorry, but the guest has not checked out. Would you please wait for a moment?There are cancellations or no-shows all the time. Would you like to wait until then?