Foreword: Good morning everybody! Im so glad to see you in the new semester.We will learn New English for Hotel together in this term.I hope everyone can study hard and communicate others with English, lets make progre with each other and you can meet the needs of your job in the future with a fluent English.
There are some differences between College English and hotel English.There are no such new words in hotel English and some sentences can be easily repeated, so you should practice these sentences hardly and can communicate with different people in different situation.
The content of hotel English conclude two parts: one is situational dialogues which about busine of different part of a hotel, the other is some theory about this industry.The former is more important than the later.The most important goal is open your mouth to speak and communicate with others.
1.introduce yourself to us ( name、hometown、interest) 2.Recalled the good old days during the summer vacation 3.emphrase the importance of English for the hotel service 4.Introduce the semester learning content in this term
Chapter 1 Daily Reception Services Leon 1： Reservation
Lead in with questions: Have you ever reserved a room ? tell us your experience.Do you know the basic procedure of receiving a room reservation.? Room Reservation Reservations are an important Front Office function because most guests make arrangements in advance of their hotel stay.An effective reservation proce can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.There are six main steps involved in the reservation proce.First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system.Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms.Third, the reservationist creates a telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements.Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed.Finally, the reservationist produces management reports that summarize daily reservations activities.There are several types of room reservations in our busine.For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation.In doing so, guests agree to pay for their rooms even if the rooms are not used.The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival.Otherwise the reservations are non-guaranteed.While there are several types of guaranteed reservations, the most common way is the credit card guaranteed reservations, where the hotel keeps records of the guest’s credit card account number.The third type is confirmed reservations.It details the intent of both parties and includes the material points of the agreement.If the reservation is made earlier enough, the hotel may mail the guest a written confirmation, which the guest is expected to produce at registration.Hotel may also establish other ways of reservations for their own use, based on criteria such an type of guest or source of reservation.Examples include VIP reservations, convention delegate reservations, travel agent reservations, and paid-in-advance reservations.All these belong to the fourth type—hotel-specific reservations.
Teaching aims ：
1.practice the students listening ability 2.practice the students’speaking ability
3.let the students master the basic procedures of reservation Teaching focus: Basic procedures: *greetings *date of arrival and departure *room types *addre *telephone number *conformation. Teaching difficult *some new words and phrases *some useful sentences translation Capacity-building methods
Reading and speaking.Making dialogues
Practice
1.ask students to read the dialogue.2.Have the students practice the dialogue. 3.give the situation to make a dialogue.(1) You call to a hotel to reserve a room, but the clerk tells you it’s already fully booked.What will you do? (2) Make a call to a hotel to book a room.Be sure to mention your requirements, the date you’ll arrive and the time you expect to stay.Also don’t forget to inquire about the price.
Leon 2 ：Hotel Information and Location、Room Demands and Facilities Check homework 1.ask two students to read the dialogue 2.ask sb.To translate some sentences.3 Revise dialogues from Leon1.Have several pairs, other than the pairs that were chosen in the last leon to share their dialogues with the cla.rveiew 4.Ask some questions (1) the basic procedures of reservation.(2) attention points when fully booked.*polite * make apologize * give some suggestions.
Lead in with questions: 1.What is a hotel?
At first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation.
The hotel of today is a highly organized commercial entity, which consists of many departments and there are five most eential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division.2.What services and facilities does a hotel provide? Besides accommodations, food and beverages, such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and beauty parlors.3.Why do we say that serving guests is indeed an art? Service is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly.Whoever the guest is, he or she must be treated as a VIP.In this sense we say service first and guests foremost.
I.Greetings and introduction of hotel Information and Location、Room Demands and Facilities
II Study the new words
Ask students to read the new words, and after listening to their reading, correct their wrong pronunciation.Explain the usage of some words by examples.
III.Introduce some background information and the related working situations.
To be able to Know the basic hotel services and amenities
Tell the hotel departments and their duties
Use courtesy English when serving guests
Publicize the new concept of “ Green Hotel” IV.Explain the texts and let the students to act them out At last
1.ask students to read the dialogue.2.Have the students practice the dialogue. 3.give the situation to make a dialogue.the students can use expreions to play the role.They should set up more scenes to make dialogues and put the sentences into use.
Leon 3 ：Prices and Payments、Checking In、Exchanging Foreign Currencies、Asking the Way、Checking Out
Check homework 1.ask two students to read the dialogue 2.ask sb.To translate some sentences.2 Revise dialogues from Leon2.Have several pairs, other than the pairs that were chosen in the last leon to share their dialogues with the cla.
1.Learning Goals:
To be able to exchange the foreign currency
Change coins
Check out
Know the cashier’s work procedure
to master some words and expreions about check-in, departure, pay in cash, pay by credict card, check-out time
Teaching focus: 1．To identify the kinds of foreign currencies, credit cards, cheques and coins 2．exchange money 3．Change coins 4.What a cashier pays attention to 5.Checking In (Check in is an important function of the Front Office, In this unit, the students should know the information included in registration forms, how to register FITS, how to register groups and how to receiving walk-in guests.) 6.Asking the Way (What will you do when a stranger asks you about the way in your limited time?) Practice
Excuse me how can I get to Xidan Shopping Center?
You can go there by the No.22 bus and get off at the Xidan stop.
The bus stop is just in front of the Bank of Beijing opposite our hotel.
Just go out of the hotel and turn left.The travel agency is just about 100 meters down the road.
You can go to Wangfujing Street by taxi.
Let me show on the map.
The Forbidden City is to the north of Tian’anmen Square.You can’t mi it.
Leon 4 ：Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints
Check homework 1.ask two students to read the dialogue 2.ask sb.To translate some sentences. 2 Revise dialogues from Leon3.Have several pairs, other than the pairs that were chosen in the last leon to share their dialogues with the cla.
Learning Goals: 1.The aim of the cla is to get through the related information of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints 2.The requests for the students are to practice the useful expreions of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints
In this cla, I ask Ss to make up some dialogue with their partner.And every student have a chance to give us a proformance.Thus in this way can student try their best to organize their language and take pari in cla actively.
Teaching focus:
Step1: learn new words
Step2: learn useful sentence
Step3: useful conversation
Step4: useful paragraph
