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Unit 1 Reservation教学目标Mind Map 了解办理预订时需要获得的客人信息Background Information 拓展词汇Doing in the Scene1. 熟悉办理预订的流程2. 熟悉更改预订的流程3. 了解预订确认信的写作格式及内容4. 熟悉取消预订的流程5. 掌握预订服务的常用语句Practical Reading 了解预订登记表的内容教学步骤：Mind Map● 介绍预订部的工作职责；● 介绍预订部工作岗位的中英文名称；● 引导学生进行头脑风暴并完成练习Background Information● 引导学生讨论：（1）常见的床型；（2）常见的客房类型；（3）客房名称的命名规律；● 引导学生熟悉本部分的词汇；● 引导学生完成课本练习。
附1：常见的床型twin/single bed 单人床king bed 特大号双人床full/double bed 双人床crib 婴儿床queen bed 大号双人床rollaway bed 折叠床附2：常见的客房类型single room 单人房twin-bed room 双床房superior room 高级房deluxe room 豪华房premier/premium room尊贵房sea-view room 海景房garden-view room 园景房suite 套房deluxe suite 豪华套房executive suite 行政套房family suite 家庭套房duplex suite 复式套房penthouse suite 顶层套房presidential suite 总统套Doing in the Scene● 引导学生思考：（1）办理预订时如何询问客人的预订要求？（2）如何询问客人的联系信息？（3）完成预订前有哪些信息要与客人确认？● 引导学生思考预订服务的流程；● 引导学生听音频完成练习Scene 1 Making a reservationScene 2 Changing a reservationScene 3 Canceling a reservationPractical Reading● 介绍酒店预订登记表的基本内容；● 介绍预订部常见信函的写作格式及内容：（1）预订确认信；（2）修改预订确认信；（3）取消预订确认信；● 引导学生熟悉本部分的生词与词组；● 引导学生思考商务信函开头和结尾的常用语；● 引导学生完成练习Unit 2 Checking In and Out 教学目标Mind Map 了解前台接待员的工作职责Background Information 拓展词汇Doing in the Scene1. 熟悉办理入住登记的流程2. 了解前台增销的艺术3. 熟悉延宿与换房的流程4. 熟悉结账退房的流程5. 掌握前台接待服务的常用语句Practical Reading 了解酒店账单的内容教学步骤：Mind Map● 介绍前台接待员的工作职责；● 介绍前台工作岗位的中英文名称；● 引导学生进行头脑风暴并完成练习。
《酒店情境英语》M2U3ConciergeService教案教案授课日期周次课次授课班级课时课型①New 课题名称Unit 3 Concierge Service 执教教师一、教学目标１、知识与技能：(1) master the basic knowledge of concierge service(2) master the new words in the 3 dialogues(3) master 3 dialogues２、过程与方法：(1) Task-based learning approach(2) Inquiry-based learning approach(3) Collaborative learning approach(4) Situational learning approach３、情感、态度与价值观：(1) Ss can learn about the basic knowledge of concierge service(2) Ss can learn basic concierge service procedures(3) Ss can learn some basic concierge service skills二、教学重点与难点教学重点：(1)To present the knowledge of concierge service(2)To present the dialogues教学难点：Practice the dialogues and play the role in English in mocked situations三、教学方法(1) Task-based learning approach(2) Inquiry-based learning approach(3) Collaborative learning approach(4) Situational learning approach四、教学辅助器具Books, multi-media, chalk. Blackboard五、教学过程1 Lead-in:1) Review:In last unit we have learnt some dialogues about how to check-in in a hotel for a guest, so now can you say something about how to check-in in a hotel for a guest, when the guest check-in in the hotel what kind of information should we know?2）Warm-up:A. Look and matchbaggage trolley elevator corridor baggage room claim tag suitcase roll aboard bellman2. Pre-task:Keep these important tips in mind when serving.Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room.3. While-task:A: Let’s study dialogues:Dialogue 1:Listen and answer questions:Give a Face-to-face greeting.Introduce yourself and offer help.Confirm how many pieces of baggage the guest has.Answer any questions from the guest.Assure the guest you will send the baggage to his room. Dialogue 2:Listen and answer questions:What is Mr. White going to do this evening?What does Mr. White ask the bellman to buy?How many people will come tonight?How much does Mr. White pay in advance? Dialogue 3:Listen and answer questions:Where is Mr. White going tomorrow?What does he ask the bellman to do?When is Mr. White’s flight?What is the pick-up time?What time is the morning call?Dialogue 4:Listen and answer questions:What is the bellman doing?What does Mr. White want the bellman to do?Is it free service or not?How can Mr. White get his baggage back?B. Answers to the exercises:略C. Listen and fill in the blanks.Bell boy: Good morning, sir, Welcome to our hotel. Guest: Thank you.Bell boy: May I help you with your baggage? Guest: Please take this bag for me.Bell boy: Certainly. Let me show you the way. Guest: Thanks.Bell boy: Do you need all the luggage in your room? Guest: No, please store the bag for me.Bell boy: Sure. I will make out a claim tag for you.Guest: Thank you. When can I get it back?Bell boy: We are open24 hours. This way, please.Guest: Thank you.Bell boy: Hope you will enjoy your stay.D. Match the English expressions in Column A with their Chinese meanings in Column B.略E. Match the guest’s requests with the bellboy’s responses.Expressions:Guest:Can you bring me a map of Shanghai?I’d like to reserve a train ticket to N anjing.Is there a Western restaurant in your hotel?When does the fitness center close?Where can I xerox some documents and send a fax?How much shall I pay for the service?Excuse me, where is the subway station?Concierge:When would you like to leave, sir?No problem, sir. I’ll send it to your room at once.It closes at 10:30 p.m.You can go to the Business Center.Go along this street and turn right. You’ll see it.Yes, sir. It’s on the second floor.It’s free of charge.F. Practice the sentences with your partners.May I help you with your luggage?Let me show you the way to the front desk.The floor attendant will meet you on the 13th floor.I’ll take the baggage elevator and get your baggage up toyour room.The Reception Desk is straight ahead. After you, please.I will make out the claim tag for you.Is there anything else I can do for you?Shall I put your baggage here?Here’s your baggage. Please check and see if it is all right.Is there anything valuable or breakable in your bag?G. Discuss with your partner what to say to the guest in the following situations and then write out the correct expressions.1. Good morning/afternoon/evening, Mr./Miss. Welcome to our hotel.2. May I help you with your luggage?3. Could you tell me your name and room number, please？4. What kind of things would you like and may I have your name and room number?5. Please take this elevator to the XXth floor.6. Do you need all your luggage in your room?H. Translate the following sentences into English.1. Welcome to our hotel, May I take your baggage?2. Please take the elevator on the left to the ninth floor.3. When do you need to get to the airport tomorrow?4. We are open twenty four hours.5. May I ask you to pay 200 Yuan in advance?6. How many luggage do you have?4 Post-task1）Role-play:1. You are a receptionist. A guest with reservations comes to the Front Desk to check in. You are receivinghim.1）Greet the guest face to face;2）Confirm the reservation information;3）Fill in the registration form;4）Give the key card;5）Ask if he’d like other services;6）Wish the guest a happy stay.2. You are a receptionist. A guest has arrived with no reservation. Sell her a room and try to up-sell the room.1）Greet the guest face to face;2）Get necessary information(name, room type, departure date);3）Introduce and explain to the guest the differences in room types and emphasize the benefits;4）Check in the guest.2) Homework:1. Recite the four dialogues2. Practice the dialogues with partners3. Finish all the exercises4. Preview unit 4六、教学后记。
Unit 3 Concierge教学目标教学过程建议Mind Map教学步骤●介绍礼宾部的工作职责；●介绍礼宾部工作岗位的中英文名称；●引导学生进行头脑风暴并完成练习。
参考答案(1) carrying luggage (2) giving directionsBackground Information教学步骤●引导学生讨论本地及国内著名景点的中英文名称；●引导学生熟悉本部分的词汇；●引导学生完成课本练习。
练习答案Task 1Task 2(1) trunk(2) bellman(3) luggage tag(4) suitcase(5) thermostat(6) in-room safeDoing in the Scene教学步骤●引导学生思考行李员迎接客人并送客人到客房的服务流程；●引导学生思考优秀的礼宾员需要具备哪些素质才能满足客人的各种个性化需求；●介绍本地及国内著名景点；●引导学生听音频完成练习。
课文译文练习答案Scene 1 Escorting guests to roomsTask 1Correct order: A F E G D B C HScene 2 Suggesting activities and arranging transportationTask 1Task 2(1) Henry Ford(2) 709(3) 7:30 a.m., June 12(4) Temple of HeavenScene 3 Storing luggageTask 1(1) Is it the two suitcases and one backpack altogether?(2) Is there anything valuable or fragile in your luggage?(3) May I ask if the luggage is to be claimed by yourself?(4) Could you please leave your contact information with me, such as your phonenumber?(5) Please confirm and sign your name.Practical Reading教学步骤●介绍行李寄存单的基本内容；●引导学生回顾问路与指路的常用语句；●引导学生熟悉本部分的生词与词组；●引导学生完成练习。
