饭店英语1实训指导书

饭店英语教材Welcome to the Hotel English textbook! In this comprehensive guide, we will cover everything you need to know about working in a hotel environment and communicating effectively in English. Whether you are a hotel staff member, a student studying hospitality, or simply someone looking to improve their English language skills in a hotel setting, this textbook is designed to provide you with the essential language and phrases you need to succeed.Chapter 1: Greeting and Welcoming Guests。

The first impression is crucial when it comes to welcoming guests to a hotel. In this chapter, you will learn how to greet guests with a warm and friendly attitude. You will also learn how to use polite language and gestures to make guests feel welcome and valued. From the moment a guest arrives at the hotel, it is important to create a positive and welcoming atmosphere, and this chapter will provide you with the language skills to do just that.Chapter 2: Checking In and Out。

一、教学目标1. 让学生掌握饭店英语的基本用语和表达方式。

2. 提高学生的口语交流能力和听力理解能力。

3. 培养学生在实际场景中运用饭店英语进行沟通的能力。

二、教学内容1. 饭店英语的基本问候语和介绍语。

2. 饭店各部门的名称及常用表达。

3. 饭店常用服务的英语表达。

4. 简单的英语点餐对话。

三、教学重点与难点1. 重点：掌握饭店英语的基本用语和表达方式。

2. 难点：在实际场景中运用饭店英语进行沟通。

四、教学方法1. 情景模拟法：通过模拟饭店场景，让学生在实际环境中练习英语口语。

2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。

3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。

五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。

2. 讲解饭店英语的基本用语和表达方式，如问候语、介绍语等。

3. 练习环节：分组进行角色扮演，模拟饭店场景，练习英语对话。

4. 听力训练：播放饭店英语对话录音，让学生进行听力练习。

一、教学目标1. 让学生掌握饭店英语中关于房间预订的常用表达。

2. 提高学生的口语交流能力和听力理解能力。

3. 培养学生在实际场景中运用饭店英语进行沟通的能力。

二、教学内容1. 饭店英语中关于房间预订的常用表达。

2. 饭店英语中关于房间类型的表达。

3. 饭店英语中关于房费和支付方式的表达。

三、教学重点与难点1. 重点：掌握饭店英语中关于房间预订的常用表达。

2. 难点：在实际场景中运用饭店英语进行房间预订。

四、教学方法1. 情景模拟法：通过模拟饭店前台场景，让学生在实际环境中练习英语口语。

2. 互动教学法：引导学生积极参与课堂活动，提高口语表达能力。

3. 听力训练法：通过听录音、观看视频等方式，提高学生的听力理解能力。

五、教学步骤1. 热身活动：让学生用英语进行自我介绍，营造轻松的课堂氛围。

2. 讲解饭店英语中关于房间预订的常用表达，如询问房间类型、房费等。

饭店英语1实训指导书Hotel English I Practical Training Syllabus (for trial use by 2012-level 4-year Tourism Management majors)Course Number:Target Major: Tourism ManagementTraining Type: nal TrainingTraining Hours: 12Assessment Method: XXXXXX of the Training:This course XXX。

especially five-XXX hotel。

XXX practical training。

students XXX。

XXX。

XXX。

XXX。

XXX。

XXX。

XXX。

and the XXX.To-Do List:Training Project Name nal Number1.Making Room ns2.Checking In3.Extending the Stay4.Dealing with a Complaint and on the Guest's Request5.Foreign Currency Exchange6.Checking OutNumber of Equipment Sets Per Person: 5Training Objectives and Requirements:1.Master the skills of room n.2.Master XXX.3.Master XXX.4.Master XXX.5.Master XXX.6.Master XXX.Training Type: XXXXXX:1.Wu Yun。

Shao Hua。

Practical Hotel XXX for the 21st Century。

First XXX: Xuelin Publishing House。

旅游专业英语——饭店英语Foreword: Good morning everybody! I’m so glad to see you again in the new year. We will learn New English for Hotel together in this term. Just like before, I hope everycan study hard and ask more questions to me, let’s make progress with eachother and you can meet the needs of your job in the future with a fluent English.so you should practice these sentences hardly and can communicate withdifferent people in different situation.The most important goal is open your mouth to speak and communicate withothers.So I hope all of you can master this important ability and practice it by heart.前言：各位同学早上好，非常高兴在新年里再次和大家见面。

这学期我们将一起学习宾馆英语。

和以前一样，希望大家认真练习，多问问题，让我们一起进步也希望你们将来能以一口流利的英语适应工作的需要。

宾馆英语和导游英语有一些不同，宾馆英语里没有太多的生词，很多句子都是重复的，所以同学们可以把这些句子记熟了这样就可以在不同的场合和不同的人来交流。

宾馆英语包括两大部分的内容，一部分是业务方面的情景对话，另一部分是关于这个行业的理论性文章。

Unit One Reservation Teaching aims ：1.practice the students’listening ability2.practice the students’speaking ability3.let the students master the basic procedures of reservation Teaching focus:Basic procedures:*greetings*date of arrival and departure*room types*address*telephone number*conformation.Teaching difficult*some new words and phrases*some useful sentences translationCapacity-building methodsReading and speaking.Making dialoguesTeaching classes6First 2classesTeaching proceduresStep1. 1.Recalled the good old days during the summer vacation2.emphrase the importance of English for the hotelservice3.Introduce the semester learning content in thistermS tep 2new subjectThe manager’s remarksThe aim of a hotel is to create a home away from home for all the travelling guests who need rest, food and drink.The front office of a hotel is not only its “shop window”but also its “nerve center”. The front office staff should know the great importance of this department and the aim of the hotel. It is in this department that the guest can get the first impression and the guest can enjoy vacation or business in this city.The front desk clerk seem to do the following: receive reservations, register guests, assign rooms, distribute baggage, sore guests valuables, provide information, deliver mails and messages, check room occupancies, check out guests and so on.In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners, service skills, service terms and knowledge of languages. The most importance is you should be polite and smiling and is real like for people and have a desire to help them.Today, we are going to learn the unit One which is the Reservation for the front office. Please open your books to the page2.firstly, we look at the part One.The basic procedures including the following points:1.greetingsThis is the first procedure of welcoming guests. As the old saying goes: a good beginning means half of success. As the receptionist at the front office,she should remember the following:Cordial attitude of welcome and good terms of greeting. Welcome you to our hotel.2.date of arrival and departureFrom 2 to 5. there are the guests information you should know, use the following sentences:*For which date, please?*For how many nights, please?/ for how long?*When will you check in?/ when will you check out?*How long will you intend to stay?* the date of the arrival?*the date of the departure?3. room types* what kind of room do you like?*what kind of room do you prefer?*do you want s single room or a double room?*would you like twin beds of a double?*We have single rooms, double rooms, suites and deluxe suites , which would you like prefer?*You name and address, please?*Would you please tell me your name?5.telephone number*Your telephone number, please?formation(Repeat the guest’s requests)Step 3Part two sample 1 Receiving a reservation1.read the dialogue2.guide the students to learn the dialogue3.guide the students to read the dialogue.4.ask four students to read the dialogue1.reserve v.Reserve a room/ book a room /Made a reservation for a room2.put through= allow ab. To speak to sb. By make a telephone connectionCould you please put me through to the manager?3. What kind of room do you like?Single room double room twin room standard room Suite deluxe room presidential roomHome work: read the sample one twice.The second 2 classesstep1 Check homework1.ask two boys to read the dialogue2. ask sb. To translate some sentences.2 Revise dialogues from Lesson 86, Part 2. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.Step 2PresentationAsk : In peak seasons., there are so many tourists. The hotel is very busy ,especial in the tourist cities. When a guest want to check in , as a receptionist, what should you do? And what should you say? Give the students about 3 minutes to discuss, then come back together as a class. Have a few students volunteer to answer.Step 3Read the dialogue and translate some sentences.1.fully booked= all the rooms have been reserved. There is no room available.We usually have high occupation in the peak season. I’m sorry, we are fully booked on that date.在旺季的时候，我们客户出租率很高，很抱歉，那天的房间全部订完了。

《饭店英语》课程标准2023年10月目录一、课程信息 (1)二、课程性质与任务 (1)（一）课程性质 (1)（二）课程任务 (2)三、课程目标与要求 (3)（一）课程目标 (3)（二）课程要求 (4)四、课程结构与内容 (4)（一）教学内容选择与组织原则 (5)（二）教学内容组织构架 (5)五、学生考核与评价 (7)六、教学实施与保障 (9)（一）教学实施 (9)1.教学理念 (9)2.教学模式 (9)3.教学方法与手段 (10)4.学法 (10)5.教学实施过程 (11)（二）教学实施保障 (12)1.师资保障 (12)2.教学资源保障 (13)一、课程信息课程名称：饭店英语学时：64学分：4适用专业：旅游英语，酒店英语，酒店管理二、课程性质与任务（一）课程性质《饭店英语》课程是旅游英语专业酒店方向的专业核心课程，同时也是酒店英语，酒店管理等专业方向的专业基础课程，是一门理论知识和实践技能并重的理实一体化课程。

本课程作为旅游英语专业的专业基础课之一，基于工作环境设计，以职业素养培养为核心，旨在通过创设酒店服务情境，要求学生在仿真情境下学习英语表达和酒店英语交际基本技能，通过理论传授与实训培养学生熟练运用英语进行交流的能力，培养能从事涉外酒店各部门工作的高素质技能型专业人才，从而适应涉外酒店行业对服务人员英语能力的要求，是一门应用性、实践性强的课程。

（二）课程任务本课程内容源自涉外酒店工作需要，紧紧围绕酒店工作环境和岗位内容进行设计，服从服务与酒店业的职业要求。

课程设计充分考虑酒店实际工作需要，以行业实际需要的各项能力培养作为教学目标，教学内容围绕酒店各个岗位的工作内容展开，运用任务驱动教学模式，以学生的“学”为中心组织“任务化”的课程学习活动，并结合指导讲授、案例讨论、小组课业、模拟实训等多种教学方式，多角度培养学生运用英语进行交流并完成工作任务的能力。

本课程在内容选择时突出对学生英语语言交流能力的训练，理论知识的选取紧紧围绕涉外酒店各岗位的工作任务来进行，同时兼顾高等职业教育对理论知识学习的需要，针对行业发展的最新动态及未来走向指导学生做好正确的知识储备和心理准备。

Foreword:Good morning everybody Im so glad to see you in the new semester. We will learn New English for Hotel together in this term. I hope everyone can study hard and communicate others with English, lets make progress with each other and you can meet the needs of your job in the future with a fluent English.There are some differences between College English and hotel English. There are no such new words in hotel English and some sentences can be easily repeated, so you should practice these sentences hardly and can communicate with different people in different situation.The content of hotel English conclude two parts: one is situational dialogues which about business of different part of a hotel, the other is some theory about this industry. The former is more important than the later. The most important goal is open your mouth to speak and communicate with others.yourself to us name、 hometown、 interestthe good old days during the summer vacationthe importance of English for the hotel servicethe semester learning content in this termChapter 1 Daily Reception ServicesLesson 1： ReservationLeadinwithquestions:Haveyoueverreservedaroomtellusyourexperience.Doyouknowthebasicprocedure ofreceivingaroomreservation.Room ReservationReservations are an important Front Office function because most guests make arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.There are six main steps involved in the reservation process. First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system. Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms. Third, the reservationist creates a telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements. Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed. Finally, the reservationist produces management reports that summarize daily reservations activities.There are several types of room reservations in our business. For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation. In doing so, guests agree to pay for their rooms even if the rooms are not used. The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival. Otherwise the reservations are non-guaranteed. While there are several types of guaranteed reservations, the most common way is the credit card guaranteed reservations, where the hotel keeps records of the guest’s credit card account number.The third type is confirmed reservations. It details the intent of both parties and includes the material points of the agreement. If the reservation is made earlier enough, the hotel may mail the guest a written confirmation, which the guest is expected to produce at registration.Hotel may also establish other ways of reservations for their own use, based on criteria such an type of guest or source of reservation. Examples include VIP reservations, convention delegate reservations, travel agent reservations, andpaid-in-advance reservations. All these belong to the fourth type—hotel-specific reservations.Teachingaims：thestudents listeningabilitythestudents’speakingabilitythestudentsmasterthebasicproceduresofreservationTeachingfocus:Basic procedures:greetingsdateofarrivalanddepartureroomtypesaddresstelephonenumberconformation.TeachingdifficultsomenewwordsandphrasessomeusefulsentencestranslationCapacity-buildingmethodsReadingandspeaking. MakingdialoguesPractice1. ask students to read the dialogue.the students practice the dialogue.3. give the situation to make a dialogue.1 You call to a hotel to reserve a room, but the clerk tells you it’s already fully booked. What will you do2 Make a call to a hotel to book a room. Be sure to mention your requirements, the date you’ll arrive and the time you expect to stay. Also don’t forget to inquire about the price.Lesson 2 ：Hotel Information and Location、Room Demands and FacilitiesCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.3 Revise dialogues from Lesson1. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.rveiew4. Ask some questions1 the basic procedures of reservation.2 attention points when fully booked.politemake apologizegive some suggestions.Leadinwithquestions:1. What is a hotelAt first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation.The hotel of today is a highly organized commercial entity, which consists of many departments and there are five most essential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division.2. What services and facilities does a hotel provideBesides accommodations, food and beverages, such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and beauty parlors.3. Why do we say that serving guests is indeed an artService is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we say service first and guests foremost.I. Greetingsandintroductionof hotel Information and Location、Room Demands and FacilitiesII StudythenewwordsAskstudentstoreadthenewwords,andafterlisteningtotheirreading,correcttheirwrong pronunciation. Explaintheusageofsomewordsbyexamples.III. Introducesomebackgroundinformationand therelatedworkingsituations.To be able to Know the basic hotel services and amenities Tell the hotel departments and their dutiesUse courtesy English when serving guestsPublicize the new concept of “ Green Hotel”IV. ExplainthetextsandletthestudentstoactthemoutAt last1. ask students to read the dialogue.the students practice the dialogue.3. give the situation to make a dialogue. thestudentscanuseexpressionstoplaytherole.Theyshouldsetupmorescenestomakedialo guesandputthesentencesintouse.Lesson 3 ：Prices and Payments、Checking In、Exchanging Foreign Currencies、Asking the Way、Checking OutCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.2 Revise dialogues from Lesson2. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.1.Learning Goals:To be able to exchange the foreign currencyChange coinsCheck outKnow the cashier’s work procedureto master some words and expressions about check-in, departure, pay in cash, pay by credict card, check-out timeTeachingfocus:1．To identify the kinds of foreign currencies, credit cards, cheques and coins 2．exchange money3．Change coins4. What a cashier pays attention to5. Checking In Check in is an important function of the Front Office, In this unit, the students should know the information included in registration forms, how to register FITS, how to register groups and how to receiving walk-in guests.6. Asking the Way What will you do when a stranger asks you about the way in your limited time PracticeExcuse me how can I get to Xidan Shopping CenterYou can go there by the bus and get off at the Xidan stop.The bus stop is just in front of the Bank of Beijing opposite our hotel.Just go out of the hotel and turn left. The travel agency is just about 100 meters down the road.You can go to Wangfujing Street by taxi.Let me show on the map.The Forbidden City is to the north of Tian’anmen Square.You can’t miss it.Lesson 4 ：Depositing Goods、Collecting Items、Complaints and Problems、Dealing with ComplaintsCheck homeworktwo students to read the dialogue2. ask sb. To translate some sentences.2 Revise dialogues from Lesson3. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class.Learning Goals:1.The aim of the class is to get through the related information of DepositingGoods、Collecting Items、Complaints and Problems、Dealing with Complaints 2. The requests for the students are to practice the useful expressions of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with ComplaintsIn this class, I ask Ss to make up some dialogue with their partner. And every student have a chance to give us a proformance. Thus in this way can student try their best to organize their language and take pari in class actively.Teachingfocus:Step1: learn new wordsStep2: learn useful sentenceStep3: useful conversationStep4: useful paragraph。

咖啡厅英语1实训指导书
实训概述
本次实训旨在提高学生在咖啡厅服务上的英语表达能力，以及相关的职场技巧。

实训内容
1. 咖啡厅服务常用英语
学生将研究常用的咖啡厅服务英语，例如：问候客人、接受订单、提供建议、送出订单、感谢顾客等。

2. 接待顾客
学生将研究如何热情接待顾客，如何主动与顾客沟通，如何满足顾客的需求等。

3. 订单处理
学生将研究如何处理订单，包括确认订单、制作订单、检查订单、送出订单等。

4. 问题处理
学生将研究如何处理客人的问题和意见，包括如何听取客人的
问题、如何解决问题、如何写下客户意见和建议等。

5. 职场技巧
学生将研究与职场有关的英语表达和技巧，例如：如何获得职
业机会、如何面试、如何书写简历等。

实训目标
本实训将帮助学生提高英语交流能力，提高在咖啡厅服务方面
的职业技能，为将来的职业生涯打下基础。

实训要求
学生需要遵守课程安排和要求，认真参加实训，按时提交作业，并积极配合老师的指导和评估。

以上就是本次咖啡厅英语1实训的指导书，希望学生们能够认
真学习，顺利完成实训，取得优异的成绩。

Unit 1 Reservation操作要求：能用正确的英语表达完成预定工作。

能准确拼读客人的英文名字能听懂并准确记下与预定信息有关数字信息——时间、人数。

知识要求：英文名字的书写、拼读英文的数字读写项目任务1:Making and acting a dialogueTo make a reservation call, this booking dialogue should include the time, number of person, table selection, and the dish style.对话要求：this dialogue must contemn 90 words at least.项目任务2：To practice spelling of the guest’s name, and write them down.Mr. Clarke Mrs. Chamber Mr. Williams Ms. Thuvesen Mr. Sekino Mr. Y oung项目任务3To exercise the follow number and timeNumber：1～99的读法和写法Date: 三月5号、七月八号，5月13号，11月25号，9月12号Time：0312, 0735, 1135, 1245, 1530, 1425, 1750, 1830, 1930, 2050, 2130Unit 2 Seating Guest实训地点：餐饮实训室操作要求：能结合服务动作，完成用英语引领入座服务动作与英语表达的恰当配合。

只是要求：引领客人的三种表达方法餐桌位置的表达方法项目任务：Y ou are a water, ‘greeting’ and ‘seat’ student B who is the guestUnit 3 Taking Oorder and Make Recommendation实训地点：餐饮实训室能力要求：能够以用正确的英文表达完成点餐操作听懂客人的要求，并用正确句型对客人进行菜品推荐能够速记客人所点菜名知识要求：记住点单服务的英文句型和英文菜名任务项目：根据下面表格项目提示进行项目演练Unit 4 Serving During A Meal实训地点：餐饮实训室能力要求：能根据客人的进餐程序，进行必要的英文服务，并配以恰当的服务操作。