教学过程 1. 布置任务。 各小组现在为Arka酒店前厅预订部服务人员。外籍客人Tina要来聊城旅游，现在她通过电话希望预订3月1日至5日的一个单人间，要求房间面向公园，请接听她的电话并完成预订。 2. 学生分组讨论 小组内讨论作为Arka酒店前厅预订部服务人员在接受预订时应该注意什么？接受预订的工作流程是怎样的？接受客房预订时主要运用到哪些英语知识？ 3. 展示 分小组展示讨论结果。 4. 学生互评、教师点评总结 The Reservation Department is a very important part in the hotel. More than a half of hotel guests make reservation in advance of their stay, so the Reservation Department usually becomes their first contact with the hotel. To achieve its aims of profitability efficiency, and make guest satisfaction, the hotel must have effective procedures and systems in handling guests’ reservations. Ways to reserve 预订方式 Requests for reservations are received at the hotel through different means – by telephone, fax, letter, telegram and E-mails – or reservations can be made in person. Service Procedure 服务流程 Greet the guest. Ask the guest of the reservation information: The date of arrival and departure. The number of the people. The room type and the number of rooms. Search for the room available/needed in the computer. Get the following information from the guest. The name of the guest or the name of the group. The guest’s telephone number. The contact name and his telephone number. Confirm the reservation. Express your wishes. Form the reservation record. 5. 教师布置口语训练任务 A foreign guest named Tina Brown, 26, wants to come to Liaocheng to travel. She called to the Reservation Department of Arka Hotel to book a single room from March 1st to March 5th. She required the room should face a park. The room rate is 338 RMB. The telephone number of Tina is 0044-0216-720598. Please receive her call and help her to finish the reservation according to service procedure. Each group should make up a dialogue and make a role play. You need to pay attention to service skills, and you may use the following expressions: How may I help you? 有什么可以帮您？ What date would that be? For which/what date? 您预订哪天？ How long will you intend to stay? 您打算入住/逗留几天？ What’s the room rate per night? 每晚收费多少？ May I have your name and telephone number? 请告诉我您的姓名和电话号码？ I beg your pardon. Pardon me? 对不起，我没有听清楚。 Sorry, I don’t understand. Could you please repeat that? 对不起，我不理解。请您重新说一遍？ We look forward to your arrival. 我们期待您的光临。 6. 学生分组讨论、编排对话并练习，将完成的对话呈现在工作页上 7. 分角色扮演，演示所编排对话 8. 学生互评、教师点评总结 示例对话 R: Reservationist G: Guest R:Good morning, Arka Hotel, Room Reservation. How may I help you? G: I’d like to reserve a room from the March 1st to 5th. R: Please wait a moment. I’ll check our available rooms for these days. Thank you for your waiting, madam. What type of room would you like? G: A single room facing the park. What’s the room rate per night? R: 338 RMB. Will that be all right? G: Yes, that will be fine. Thank you. R: With pleasure! May I have your name and telephone number? G: Sure. My name is Tina Brown and my telephone number is 0044-0216-720598. R: Thank you. Ms. Brown. You’ve booked a single room from March 1st to 5th, and your telephone number is 0044-0216-720598. G: Yes, that’s right. Thank you. R: I’m glad to serve you. We look forward to your arrival. 9. 记单词游戏、布置作业 教师将本课重点词汇、词组、句式以卡片形式呈现，由各小组进行抢答、计时测试等游戏，进行记忆。 | Explaining 10 minutes
Explaining 10 minutes
Explaining 20 minutes
Explaining & Reading & Practicing 10 minutes
Explaining & Reading & Practicing 35 minutes
Explaining 5 minutes |
