本单元以接待顾客岗位的人员工作态度、服务质量为切入点，以宾馆前
教学后记
台接待、餐馆点餐为主要职业情景，让学生了解提供优质服务，不仅需要出
色的专业知识，更需要娴熟的人际沟通技巧，察言观色的技巧、以顾客为中
心的宗旨。
教学过程
教学程序与内容教师活动-导学生活动-演设计意图
Ste P One: Warm-u p
Activityl: Some people 学生自主进行信息判了解好的服
are talk ing service about the
they ' ve
received. Have they received good or bad service? Write Gfor good or B for bad in the bla nks.
Activity2 Discuss in groups: What should be 断
。
分组讨论，派代表向全
班汇报。
务和不好的
服务，形成优
质服务的态
度
。
进一步帮助
学生进入到
顾客接待情
境，引导学生
思考在顾客
Unit Three
第一课时
(前台接待) Warmi ng-u p 丄iste ning & Sp eak ing A done to improve the bad
service mentioned above?
Ste P
Two：Liste ning&Sp eak ing
Activity1: Listen to the
con versatio n and
接待过程中
如何改善服
务质量。
tick( V where it
happen s..
Activity2 Inten sive
Liste ning
Liste n aga in. Then.
un derli ne the questio ns
asked by the hotel clerk.
Questi ons Asked at
Check-in
Do you have a reservation?
听录音，关注工作流程
中的关键词来获取答
案
。
学生听并画线找出宾
馆接待员提出的问题,
同时模仿其语音语调。
辨析对话中
人物所在的
场所。
掌握常见的
宾馆前台接
待对话，同时
模仿语音语
调
。
How long will you be
staying?
Do you p refer a smoking or
non-smoking room?
Will you be paying by cash
or credit card?
Could you fill out this
registration
pl ease?
Possible Respon ses
form,
Yes, the name is Joe
Smith.
I ' ll be checking out on
Friday.
Non-smoking, if you
pl ease.
Credit card, if you accept
Visa.
Do you need to see my
p ass port.
Activity 3:S uppo seyou work
at the front desk of a
hotel. Ask proper questions
to get the followi ng in formati on.
Activity 4:
con versatio n role-play it partner. CompI ete the
and then
with your
Ste p Three: Summary Useful Exp ressi ons about
questio ns checked-i n. asked at
鼓励学生从已学对话
中找出符合的问句，在
此基础上，让学生自行
编写问句进行扩充。
巩固学生在
活动2中所
学到的顾客
接待用语与
宾馆前台接
待登记入住
时的顾客信
息收集；同
时，为活动4
的模拟真实
情境中的恰
当运用做准
备
。
复习巩固宾
馆前台接待
对话，并能够
进行简单的
日常对话。
Ste P Four: Homework As a hotel cleark, know
how to ask questio ns at check-i n.
Notes:
Clerk [kl a :k] n .旅馆服务台接待员；职员
Coupon [?ku: p?n] n. （购
物的）赠券，优惠券
T Check in 登记入住
I'll ring the hotel. I'll tell them we'll check in
Check out结账离开，结账
退房
They p acked and checked
He went to the desk to make a reservati on … 他到服务台进行了预订。
Do you have a
reservati on?
你有预定吗?
manage ['m?n?d?] vt.管
理，经营
Mr. Smith man agesa large
dep artme nt store. tomorrow...
