教学过程 1. 布置任务。 各小组现在为Arka酒店前厅服务人员。商务代表团的秘书Ramirez小姐到前台办理延宿手续。你告知她，他们现在住的8个房间已经被一个旅游团预订了，客人们下午三点到达。你向她介绍六楼的几个海景房并告知，海景房价格稍高。Ramirez小姐想在上午10点换房。你告诉Ramirez小姐，住在这几个房间的客人商务10点退房，他认为10：40他们可以换到新房间。请为客人办理。 2. 学生分组讨论 小组内讨论作为Arka酒店前厅服务人员在为客人延宿时应该注意什么？延宿服务的工作流程是怎样的？延宿服务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 Service Procedure 服务流程 Greet the guest. Get the information from the guest: The room number. The type and number of rooms. The time of extending stay. Search for the room available/needed in the computer. Confirm the extending stay. Ask the guest how to make the payment. Form the record of extending stay. Express your wishes. 5. 教师布置口语训练任务 Miss Ramirez, secretary of Business Representative Group, is approaching to the Front Desk for extending the stay. You are the receptionist. You tell Miss Ramirez that the rooms at which they are staying now have been booked by a tour group. The guests will arrive at the hotel at 3:00 p.m. You recommend a few rooms with sea view on the sixth floor. You also tell her that the rate of these rooms is a little higher. Miss Ramirez wants to change the rooms at 10 a.m. You tell her the guests staying at these rooms will check out at 10 a.m. You think they can move into the rooms at 10:40 a.m. Please make up a dialogue 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: What can I do for you? 我能为您做点什么？ I’d like to extend our stay for two days to take part in some business activities. 我想延宿两天参加一些商务活动。 Would you mind transferring to rooms on the sixth floor? 您愿意换到六楼的房间吗？ I’ll notify you, and I’ll send a few bellboys over to help you with your luggage. 我将通知你，并且我将派几个行李员来帮你们搬运行李。 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: Receptionist G: Guest R：Good morning. What can I do for you? G：Good morning. I’m secretary of the Business Representative Group. I’d like to extend our stay for two days to take part in some business activities. R：Certainly, Miss Remirez. Wait a moment, please. I have to check it in the computer. The eight rooms that you’re staying in have been registered by a tour group. The guests will arrive at 3:00 p.m. Would you mind transferring to rooms on the sixth floor? They are all rooms with a sea view. G：OK. I’ll take them. R：By the way, the rate is a little higher. G：It doesn’t matter. Can we change rooms at 10 o’clock? R：The guests in these rooms will check out at 10 a.m. I think you can move into the rooms at 10:40. I’ll notify you, and I’ll send a few bellboys over to help you with your luggage. G：It’s very kind of you. R：You’re welcome. 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 |
