课程门户-章节详情

李晨晨

1 Unit 1 Making Room Reservations
- 1.1 Practice 1 Making an FIT Reservation
- 1.2 Practice 2 Making a Group Reservation
- 1.3 Practice 3 Changing a Reservation
- 1.4 Practice 4 Cancelling a Reservation
- 1.5 预订房间
2 Unit 2 Checking In
- 2.1 Practice 1 Checking in a Guest with a Reservation
- 2.2 Practice 2 Checking in a Walk-in Guest
- 2.3 Practice 3 Checking in a Group
- 2.4 登记入住
3 Unit 3 Extending the Stay and Changing the Room
- 3.1 Practice 1 Extending the Stay
- 3.2 Practice 2 Changing the Room
- 3.3 延宿
4 Unit 4 Dealing with a Complaint and on the Guest's Request
- 4.1 Practice 1 Meeting the Guest's Request
- 4.2 Practice 2 Dealing with a Complaint
- 4.3 处理投诉和满足客人要求
5 Unit 5 Foreign Currency Exchange
- 5.1 Foreign Currency Exchange
- 5.2 外币兑换
6 Unit 6 Checking Out
- 6.1 Practice 1 Checking Out by Credit Card
- 6.2 Practice 2 Checking Out in Cash
- 6.3 Practice 3 Checking Out by Traveler's Check
- 6.4 结账退宿
7 Accompanying the Guest
- 7.1 Accompanying the Guest to the Front Office
- 7.2 Accompanying the Guest to the Room
8 Introducing the Facilities and Services
- 8.1 Introducing the Facilities and services
9 Other Concierge Services
- 9.1 Practice 1 Receiving a Guest at the Airport
- 9.2 Practice 2 Calling a Taxi for the Guest
- 9.3 Practice 3 Helping the Guest with the Luggage
10 Unit 10 Cleaning the Room
- 10.1 Practice 1 Cleaning the Room Now
- 10.2 Practice 2 What Time Can I Clean the Room
11 Unit 11 Turn-down Service and Extending a Bed Service
- 11.1 Practice Turn-down the Bed and Asking an Extra Bed
12 Unit 12 Laundry Service
- 12.1 Practice 1 Introducing Laundry Service
- 12.2 Practice 2 Quick Service
13 Unit 13 Room Service
- 13.1 Practice 1 Booking the Room Service by Telephone
- 13.2 Practice 2 Sending the Ordered Breakfast to the Guest's Room
14 Unit 14 Maintenance Service
- 14.1 Practice 1 Complaining About the Bathroom Problem
- 14.2 Practice 2 Repairing the Bathroom Facilities
15 Unit 15 Other Housekeeping Services
- 15.1 Practice 1 Showing How to use Electric Appliances
- 15.2 Showing How to Use the Room Safe
16 Unit 16 Table Reservation
- 16.1 Practice 1 Booking a Table
- 16.2 Practice 2 Booking a Private Room
- 16.3 Practice 3 Reserving the Banquets
17 Unit 17 Serving in the Restaurant
- 17.1 Practice 1 Serving Breakfast
- 17.2 Practice 2 Serving the Buffet
- 17.3 Practice 3 Serving Chinese Food
- 17.4 Practice 4 Serving Western Food
18 Unit 18 General Service
- 18.1 Practice 1 Leading in the Guest
- 18.2 Practice 2 Taking Orders and Serving Wines
- 18.3 Practice 3 Paying the Bill
- 18.4 Practice 4 Communicating with the Guest
19 Unit 19 Dealing with Unexpected Events
- 19.1 Practice 1 Handling a Complaint About Bar Service
- 19.2 Practice 2 Handling a Drunken Guest
20 Unit 20 Telephone Operator
- 20.1 Practice 1 Making an International Call
- 20.2 Practice 2 Connecting an Incoming Call
21 第二十一单元
- 21.1 第一课时
- 21.2 第二课时
22 第二十二单元
- 22.1 第一课时
- 22.2 第二课时
23 第二十三单元
- 23.1 第一课时
- 23.2 第二课时
24 第二十四单元
- 24.1 第一课时
- 24.2 第二课时
25 第二十五单元
- 25.1 第一课时
- 25.2 第二课时
26 第二十六单元
- 26.1 第一课时
- 26.2 第二课时
27 第二十七单元
- 27.1 第一课时
- 27.2 第二课时
28 第二十八单元
- 28.1 第一课时
- 28.2 第二课时
29 第二十九单元
- 29.1 第一课时
- 29.2 第二课时
30 第三十单元
- 30.1 第一课时
- 30.2 第二课时
31 酒店英语
- 31.1 超星学生使用说明和课程简介
  - 31.1.1 超星学生使用说明
  - 31.1.2 课程标准
  - 31.1.3 课程导学
  - 31.1.4 课程考核说明
  - 31.1.5 课程教学团队
- 31.2 第一周 Room Service
  - 31.2.1 本章学习目标和学习任务书
  - 31.2.2 整理房间与客人的沟通
    - 31.2.2.1 整理房间前的沟通（making up rooms）
    - 31.2.2.2 整理房间投诉及解决
  - 31.2.3 房间整理英语练习题1
- 31.3 第二周 laundry Service 洗衣服务
  - 31.3.1 本章学习目标和学习任务书
  - 31.3.2 热身英语（关于衣物的表达）
  - 31.3.3 洗衣服务沟通
  - 31.3.4 本章小测验
- 31.4 第三周 Miscellaneous Service
  - 31.4.1 客房送餐服务
  - 31.4.2 Morning call service
  - 31.4.3 小测验
- 31.5 第四周 Dealijng with Emergencies
  - 31.5.1 Warming up
  - 31.5.2 卫生间的问题
  - 31.5.3 客人受伤
- 31.6 第五周 Beverage Servcie I
  - 31.6.1 本周重难点及学习任务
  - 31.6.2 Warming up（fast food restaurant ）
  - 31.6.3 Beverage
- 31.7 第六周 Beverage Service II
  - 31.7.1 liquor （Bar Service）
  - 31.7.2 quiz
- 31.8 第七周 Sales Department
  - 31.8.1 Sales Department
  - 31.8.2 酒店术语测验
- 31.9 第八周 Handling Complaints
  - 31.9.1 投诉对话与常见表达
  - 31.9.2 情景英语（投诉解决）
  - 31.9.3 复习
- 31.10 第九周 Convention Service I
  - 31.10.1 会务员clerk
  - 31.10.2 投影仪租赁和参会人数
- 31.11 第十周 Convention Service II
  - 31.11.1 会议相关词汇
  - 31.11.2 酒店会议常见句子
  - 31.11.3 酒店会议服务情景对话
  - 31.11.4 扩展学习
- 31.12 第11周 shopping
  - 31.12.1 订购机票
  - 31.12.2 参加旅游旅游行程
  - 31.12.3 喝咖啡
  - 31.12.4 在酒店美容美发室
- 31.13 第12周 English for hotel jobs
  - 31.13.1 Qualifications for hotel jobs
  - 31.13.2 Stories from hotel people
  - 31.13.3 Applicaiton for jobs
- 31.14 第13周中外文化差异（计量单位）
  - 31.14.1 中英计量单位介绍与对比
  - 31.14.2 英文计量单位扩展学习
- 31.15 第14周酒店实战英语篇（一）
  - 31.15.1 客房总机实战英语
  - 31.15.2 concierge实战英语
- 31.16 第15周酒店实战英语篇（二）
  - 31.16.1 前厅英语实战篇
  - 31.16.2 预订实战篇
- 31.17 第16周复习

Practice 1 Checking Out by Credit Card

教学过程

1. 布置任务。

各小组现在为Arka酒店前厅服务人员。住在1645房间的Tina到前台办理结账退宿手续。Tina女士账单上消费金额是1465美元。酒店接收美国运通卡、万事达卡、维萨卡、联邦卡。Tina女士用维萨卡付款。你告诉Tina女士如果她使用信用卡买单，她还要付5%的贸易商委托费。请接待她并为她办理结账退宿服务。

2. 学生分组讨论

小组内讨论作为Arka酒店前厅服务人员在结账退宿时应该注意什么？结账退宿的工作流程是怎样的？接受结账退宿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.

Ask about the name and the room number.

Ask the guest to give the room key card.

Draw up the bill.

Tell the guest the total and give the bill to the guest for checking.

Explain the items if necessary.

Ask the guest how to pay and handle making the payment.

Bid farewell to the guest.

5. 教师布置口语训练任务

Tina Brown in Room 1645 is going to the Front Desk to check out. Tina Brown’s bill is 1465 US dollars. The hotel accepts American Express, Master Card, Visa and Federal Card. Tina Brown pays by Visa Card. You tell her that she has to pay 5% merchant commission if she uses a credit card.

Please receive her and help her to check out 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:

check out 结账退宿

room key card 房卡

bill 账单

deposit 押金

invoice 发票

valid date 有效日期

credit limit 信用额度

merchant commission 贸易商委托费

I’m checking out. Could I have my bill?

我要结账退宿。能把账单给我吗？

May I have your name and your room number, please?

请告诉我您的姓名和房间号。

Here’s your bill. The total is 1465 US dollars.

给您账单，一共是1465美元。

What credit cards do you honor?

你们收什么信用卡？

There’s a 5% merchant commission you must pay if you use a credit card, but we accept American Express, Master Card, Visa and Federal Card.

如果您用信用卡买单要付5%的贸易商委托费。我们接收美国运通卡、万事达卡、维萨卡、联邦卡。

Here is your card and your receipt.

这是您的卡和收据。

We hope you’ll be staying with us again. Have a good trip.

欢迎您下次光临我们酒店。祝您旅途愉快。

5. 教师布置口语训练任务

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

C: Cashier G: Guest

C: Good morning, madam. Can I help you?

G: Yes. I’m chekcing out. Could I have my bill?

C: Certainly. May I have your name and your room number, please?

G: Tina Brown, Room 1645. Here’s the room key card.

C:Thank you. Ms. Brown. Just a moment, please. Thanks for waiting so long. Ms. Brown, here’s your bill. The total is 1465 US dollars.

G: That figure seems right.

C: How will you be paying, madam?

G: By credit card. What credit cards do you honor?

C: There’s a 5% merchant commission you must pay if you use a credit card, but we accept American Express, Master Card, Visa and Federal Card.

G: Visa Card. Here you are.

C: Thank you, madam.

G: If you could just sign here, please. Thanks Here is your card and your receipt.

C: Thank you.

G: We hope you’ll be staying with us again. Have a good trip.

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

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