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《酒店服务英语》课程单元教学设计——Room Service客房送餐服务一、基本信息(basic information)1. 本次课项目（the unit’s project）：客房送餐服务2.核心能力目标（core capability objectives）：能够运用英语为外宾进行客房送餐服务3. 知识目标（knowledge objectives）：明确送餐服务程序;熟练掌握专业术语和关键句子。
4. 情感目标（affective objectives）：以热情的服务态度和礼貌用语提供客房送餐服务。
5. 素质目标（Quality objectives）：通过实地实境与外宾对话练习，提高心理素质和应变能力。
6. 能力训练任务（Capability training task）：模拟客房服务员的角色，进行实地实境会话练习。
7.教学场地（teaching site）：客房服务实训基地前台与客房8．物品准备（teaching materials）：电话、托盘、菜谱、账单、笔（每组一套）。
9. 授课说明（teaching introduction）：本单元设计利用任务驱动模式教学，专任教师组织教学，由外宾配合学生训练，以提高学生听力和适应能力。
课堂上以学生活动为主，教师适当地引导，达到培养学生张口能力为主的教学目的。
二、能力训练设计（capability training design）Step 1：热身练习（warming-up）（3 minus）1.学生前台列队，师生英语致意问候，教师检查仪容仪表。
目的：培养学生良好的职业意识和习惯。
2.预定程序语言接力。
教师布置本节课任务：Room Service（客房送餐服务）Scene: The guest Jenny from Philippines calls the room center and would like to have breakfast in her room. Later the room attendant delivers her order to her room and lets her sign the bill. )（情境：菲律宾客人Jenny给客房中心打电话想在房间内吃早餐。
《酒店服务英语》课程整体教学设计一、管理信息：课程名称:《酒店服务英语》制定时间: 2012年2月课程代码：所在院系: 外语外贸与旅游系制定人：批准人:二、课程性质:学分: 3课程类型：职业核心课学时： 54先修课程:现代饭店管理、旅游饭店管理、前厅服务与管理、客房服务与管理、饭店餐饮管理后续课程：顶岗实习授课对象：酒店管理专业、旅游英语专业三、课程设计：（一）课程目标设计：1．课程能力目标能够准确地使用英语进行预订;能够用英语礼貌地提供礼宾服务;能够用英语提供高效、准确的入住服务;能够用英语高效地对客提供问询服务；能够用英语对客提供留言服务;能够用英语对客提供结账、外币兑换和贵重物品寄存服务；能够用英语对客提供叫醒、转接服务;能够用英语对客及时提供文秘、订票和翻译等服务；能够用英语灵活处理客人的投诉和各种突发事件;能够用英语完成对客的客房清理、租借物品、洗衣等服务；能够用英语礼貌得体地迎接客人;能够用英语完成点菜、酒水和席间服务；能够用英语准确高效地完成客房送餐服务2．课程知识目标能够了解前厅、客房、餐饮和其他部门各个岗位的工作职责；能够理解前厅、客房、餐饮和其他部门各个岗位的流程;能够准确理解上述各工作岗位的基本原则;能够准确识别上述各岗位的有关英语词汇;能够准确识记常见的英语句式句型；能够流利地组织常见的英语语句。
（二）学习模块设计模块一：前模块二：客房服务英语模块三:餐饮服务英语模块四：其他服务英语（四)进度表设计（以1节课为最小单元）模块一:前厅服务英语模块二：客房服务英语模块三：餐饮服务英语模块四：其他服务英语（五)第一节课设计梗概本次课标题：酒店服务英语课程导入步骤一宣布教学内容、目的介绍《酒店服务英语》的主要内容和编排，学完该书可能获得的知识和技能（能够用英语为外宾提供满意的服务）；介绍该课程主要的实训项目.步骤二任务引导环节一：观看一个外宾在酒店住店、用餐和休闲的经历。
（通过此环节能够让学生了解整个酒店为外宾提供服务的流程)环节二：根据上述影像,学生以小组为单位探讨学习酒店服务英语的必要性和酒店服务英语有别于日常英语的地方.（通过此环节让学生能够初步体会酒店服务英语的特殊性，初步体会外语技能在全球化时代的重要性）步骤三学习活动方式介绍导入：观看往届学生课堂活动录像。
饭店英语说课课稿第一篇：饭店英语说课课稿饭店英语《客房预订》说课稿各位评委，各位老师，大家好。
我今天说课的题目是饭店服务英语前厅部的《客房预订》。
下面我想先从课程大纲和教材两方面对本学科做一分析.【课程大纲分析：】《饭店服务英语》是旅游管理专业的一门必修专业课。
饭店英语所选用的教材是高等教育出版社出版的《饭店服务英语》一书。
本教材主要是介绍饭店各部门的专业英语词汇和句子，通过听、说、阅读等训练，着重培养学生对饭店英语的听说和应用能力，使其能在工作岗位学以致用，为以后的发展奠定基础。
【教材分析：】该教材选用的是高等教育出版社出版的《饭店服务英语》一书。
本教材根据涉外饭店服务工作的需要，用英语系统地介绍了饭店各个部门的工作，并详细地总结了服务中可能遇到的各种情形，通俗、易懂、实用.非常适合高职学生使用。
本书根据饭店的服务功能，共分为四大服务部门，分别为前厅服务，客房服务，餐饮服务和其他辅助服务，共二十五个单元。
下面，我想说一下我的说课内容。
它由五部分组成，分别为我对本节课所教内容的理解；我的教学理论、方法和教具；我的教学过程；板书设计和对本节课的课后总结。
下面我将从第一部分开始谈起。
【教学内容】本部分教学内容取自《饭店服务英语》的第一章，前厅服务的第一个重要职能，客房预订。
饭店前厅服务主要有四大功能，分别为客房预订，登记入住，信息和问询服务，离店结账服务。
所以客房预订作为第一个重要职能，它的重要性显而易见，是其他三个服务职能能够进行的基础，起着呈上启下的作用。
1.教学重点：做为前厅接待员，接待客人预订客房的电话后，应该注意的四个步骤。
这是知识技能需要达到的目标。
2.教学难点：接待客人预订客房电话时，所用到的饭店英语功能句。
只有学会了这些功能句，才能在接听电话时应对自如。
学生根据实际情境需要真正开口讲英语。
解决重难点的方法：1、课堂教学紧紧围绕重点问题来进行，教师要引导学生把理论学习与实际应用结合起来，这样能够帮助学生加深对所学知识的理解和记忆。
酒店服务英语教案Unit one Room Reservation1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. identify the ways of make reservationsAims 2. Make reservations for guests through telephone.1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about room reservationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit one Room Reservation1. Introduction: how to make a reservationExample:A long distance call reservationScene: Henry Bellow and Margaret Bellow, an American coupe, are going to spend their holidays in China. Now Mr. Bellow is make a reservation at Huaitian Hotel through a long distance call. Preservationist-----BellowR: Shanghai Huatian Hotel. Reservation Desk. Can I help you? B: I am calling form New York. I’d like to reserve a room in your hotel.R: what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: can you give me your name, please, sir?B: Henry Bellow.R: thank you, Mr Bellow. And your arrival and departure dates?ththB: from May 26 to May 29thR: very well, Mr. Bellow. A British suite without breakfast from May 26thto May 29. Am I correct, Mr Bellow? B: yes, thank you. One more thing, could you tell me how to guaranteemy reservation?R: I’ll just need your credit card number , and I’ll take ca re of the rest. B: card. No. 1724,4018,2273,1868. R: thank you, Mr Bellow. You’ll be expected to be here then.B: That’s fine. Thank you, madam. Good-bye. R: Good Bye.2. Function studyConnecting telephone calls.1) 招呼语:Good morning. This is Huatian Hotel.Room number, please.2) 请对方等候Just a minute, please. I’ll put it through to …Hold the line please. I’ll connect you to …3) 听不清I’m sorry, I can’t hear you, and could you speak a bit louder?Could you repeat that, please?4) 占线I’m sorry. The extension is busy right now; will you try the call later?5) 受话者不在Sorry, Mr. Bellow is not in right now. Would you call back?6) 打错了I’m afraid you’ve got the wrong number.3. 情景剧表演,role- play,Situation:Client: your name is Bill Brown. You’d like to book a single room ndrdwith shower for October 2 and 3.Hotel employee: You answer the phone and accept the booking. Make a dialog according to this situation.4. Useful expressions:1) Find out what the client wants:-what kind of room would you like to have?-do you prefer bath of shower?-would you like breakfast?-how long do you plan to stay?-could you let me know how long you will be staying?2) Accepting a booking:-I can book you a room for the first and the second.-we can confirm a room for May 30.-it’s fine for Monday night.3) Refusing a booking:-unfortunately, we’re fully booked for single rooms. But I canbook you b double.-If there isn’t any room, we can put you on a waiting list or we canfind you a room in another hotel.-sorry, we won’t be able to guarantee you a room for the first of May.4) Finding out who the client is:-Can you give me your name, please?-May I know your name?-can you give me your address, please?-what is your address, please?Unit Two At the Reception Desk1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. register for the guestsAims 2. receive the walk-in guest1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about the registrationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit Two At the Reception Desk1. Introduction: how to register the guestExample:The registrationScene: A car pulls up in front of Huatian Hotel and a doorman goes forward to meet the guests opening the door of the car for them. Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B): Thanks. Good evening.Dm: I’m the bellman, Mr Bellow. So you have got alto gether four pieces of baggageB: Yes.Dm: The Reception Desk is straight ahead. After you, please. Receptionist (R): Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr Bellow. I’ll check the arrival list. , Could I see your passports, please?Thank you sir. And would you mind filling in the registration form? B: I will take care of it.Here you are, is it all right?R: yes, thanks. How are you going to pay, in cash or by credit card? B: could I pay with traveler’s checks?R: certainly. Here’s the key to Room 908 and your room cards. Pleasekeep them.And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.B: thank you.2. Function studyGreetings and Getting Acquainted , 初次见面。
《酒店服务英语》课程单元教学设计——Turn-down Service and Extending an Extra Bed开夜床和加床服务一、基本信息(basic information)1. 本次课项目（the unit’s project）：开夜床服务2.核心能力目标（core capability objectives）：能够运用英语为外宾进行开夜床服务3. 知识目标（knowledge objectives）：明确开夜床的服务程序;熟练掌握专业术语和关键句子。
4. 情感目标（affective objectives）：以热情的服务态度和礼貌用语提供开夜床服务。
5. 素质目标（Quality objectives）：通过实地实境与外宾对话练习，提高心理素质和应变能力。
6. 能力训练任务（Capability training task）：模拟客房服务员的角色，进行实地实境会话练习。
7.教学场地（teaching site）：客房服务实训基地前台与客房8．物品准备（teaching materials）：”请勿打扰”牌、托盘、笔（每组一套）。
9. 授课说明（teaching introduction）：本单元设计利用任务驱动模式教学，专任教师组织教学，由外宾配合学生训练，以提高学生听力和适应能力。
课堂上以学生活动为主，教师适当地引导，达到培养学生张口能力为主的教学目的。
二、能力训练设计（capability training design）Step 1：热身练习（warming-up）（3 minus）1.学生前台列队，师生英语致意问候，教师检查仪容仪表。
目的：培养学生良好的职业意识和习惯。
2.预定程序语言接力。
教师布置本节课任务：Turn-down Service（开夜床服务）Scene: The guest Jenny from Philippines would like the room attendant to do the turn-down service one hour later because she is busy with her work. The room attendant replaces the used cups and towels with new ones in the bathroom.)（情境：菲律宾客人Jenny因忙于工作，希望服务员1小时候来开夜床。
酒店服务英语教案酒店服务英语教案Unit one Room Reservation1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. identify the ways of make reservationsAims 2. Make reservations for guests through telephone.1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about room reservationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit one Room Reservation1. Introduction: how to make a reservationExample:A long distance call reservationScene: Henry Bellow and Margaret Bellow, an American coupe, are going to spend their holidays in China. Now Mr. Bellow is make a reservation at Huaitian Hotel through a long distance call. Preservationist-----BellowR: Shanghai Huatian Hotel. Reservation Desk. Can I help you? B: I am calling form New York. I’d like to reserve a room in your hotel.R: what kind of room would you like, sir? We have single rooms, double rooms, suites and deluxe suites in Japanese, British, Roman, French and presidential styles.B: A British suite, please.R: Would you like breakfast?B: No, thanks.R: can you give me your name, please, sir?B: Henry Bellow.R: thank you, Mr Bellow. And your arrival and departure dates?ththB: from May 26 to May 29thR: very well, Mr. Bellow. A British suite without breakfast from May 26thto May 29. Am I correct, Mr Bellow? B: yes, thank you. One more thing, could you tell me how to guaranteemy reservation?R: I’ll just need your credit card number , and I’ll take ca re of the rest. B: card. No. 1724,4018,2273,1868. R: thank you, Mr Bellow. You’ll be expected to be here then.B: That’s fine. Thank you, madam. Good-bye. R: Good Bye.2. Function studyConnecting telephone calls.1) 招呼语:Good morning. This is Huatian Hotel.Room number, please.2) 请对⽅等候Just a minute, please. I’ll put it through to …Hold the line please. I’ll connect you to …3) 听不清I’m sorry, I can’t hear you, and could you speak a bit louder?Could you repeat that, please?4) 占线I’m sorry. The extension is busy right now; will you try the call later?5) 受话者不在Sorry, Mr. Bellow is not in right now. Would you call back?6) 打错了I’m afraid you’ve got the wrong number.3. 情景剧表演,role- play,Situation:Client: your name is Bill Brown. You’d like to book a single room ndrdwith shower for October 2 and 3.Hotel employee: You answer the phone and accept the booking. Make a dialog according to this situation.4. Useful expressions:1) Find out what the client wants:-what kind of room would you like to have?-do you prefer bath of shower?-would you like breakfast?-how long do you plan to stay?-could you let me know how long you will be staying?2) Accepting a booking:-I can book you a room for the first and the second.-we can confirm a room for May 30.-it’s fine for Monday night.3) Refusing a booking:-unfortunately, we’re fully booked for single rooms. But I canbook you b double.-If there isn’t any room, we can put you on a waiting list or we canfind you a room in another hotel.-sorry, we won’t be able to guarantee you a room for the first of May.4) Finding out who the client is:-Can you give me your name, please?-May I know your name?-can you give me your address, please?-what is your address, please?Unit Two At the Reception Desk1. Section I Introduction (2 periods)Content 2. Section II Conversation and Practicing (2 Periods)The students should be able to:1. register for the guestsAims 2. receive the walk-in guest1. words, phrases and sentences2. structure studyImportant and 3. useful expressionsdifficult points 4. make a dialogue about the registrationSection I Introduction Section II Conversation andPracticing 1. Pre-class Work: 2. introduce the lessons 1. Dividing the students into groups of two 3. give the example 2. Offering the situations3. acting out and comments4. AssignmentProcedure andmethodsUnit Two At the Reception Desk1. Introduction: how to register the guestExample:The registrationScene: A car pulls up in front of Huatian Hotel and a doorman goes forward to meet the guests opening the door of the car for them. Dm: Good evening, sir and madam. Welcome to our hotel.Mr Bellow (B): Thanks. Good evening.Dm: I’m the bellman, Mr Bellow. So you have got alto gether four pieces of baggageB: Yes.Dm: The Reception Desk is straight ahead. After you, please. Receptionist (R): Good evening. What can I do for you, sir? B: I reserved a British suite three weeks ago. I’m Henry Bellow.R: Just a moment, please, Mr Bellow. I’ll check the arrival list. , Could I see your passports, please?Thank you sir. And would you mind filling in the registration form? B: I will take care of it.Here you are, is it all right?R: yes, thanks. How are you going to pay, in cash or by credit card? B: could I pay with traveler’s checks?R: certainly. Here’s the key to Room 908 and your room cards. Pleasekeep them.And the bellman will show you up. Have a nice evening, sir. And enjoy your stay.B: thank you.2. Function studyGreetings and Getting Acquainted , 初次见⾯。
