旅游酒店英语课程教案
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《旅游英语》教案
一、课程性质、地位和任务
本科层次的学生在完成基础阶段的学习任务，达到四级或六级水平后，都必须修读专业英语，一方面为保证大学生英语学习不断线，另一方面也是使学生所掌握的英语知识能够转化成为专业技能。
旅游英语这门课属于专业选修课，是根据大学英语应用提高阶段在专业英语方面的要求而开展教学活动的，其目的是为了适应中国进一步扩大对外交流和发展出、入境旅游，培养更多的有扎实的英语专业知识又精通旅游理论的专业人才。
二、课程基本要求
通过对这门课程的学习，学生们可以拓展专业知识，掌握一定的专业英语词汇，熟悉旅游英语的常用表达方法，并进一步巩固英语语言基础，提高在专业领域内综合运用英语语言的能力。
本课程要求学生在学习过程中主要锻炼英语的听、说、读能力，在工作中能够顺畅的与服务对象展开交流；要求学生在一定程度上掌握写作和翻译能力，在实践中发挥专业人才的作用。
三、教案内容
Unit 1 Reservation
教学目的和要求：要求学生掌握在酒店服务中如何使用英语帮助客人进行预订。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
酒店服务英语的总体原则
组织结构
预定的常见形式
预定的注意事项
Ⅲ Situational Dialogue : Alice Liu is a secretary in Tokyo. She calls Hilton Hotel in Tianjin to
reserve a suite for her boss from March 22 to 24. The reservation answers the phone call and
accepts the booking.
Ⅳ Reading Comprehension .-
Text A:
(1) Explain the function of the front office.
(2) Use examples to describe the relationship between room reservation and other department.
Ⅴ Exercises and summary
本单元重点:
电话预定
本单元难点：
服务人员在预定过程中的引领作用
教学方法：讲授
Unit 2 Reception
教学目的和要求：要求学生能够使用英语完成登记入住服务。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
入住登记的操作流程
房态
支付方式
Ⅲ Situational Dialogue
(1) A guest comes up to the Reception Desk. He has booked a double room for four nights a week
ago by Ctrip. Now he wants to check-in.
(2) A guest enters the hotel you served. He has no reservation. Unfortunately, all the rooms are
occupied until 6:00 pm. Now it is 4 o’clock. Try to make this deal successfully.
Ⅳ Reading Comprehension
Text A:
(1) List differences between Stars and Diamonds.
(2) Describe the current situation of Star ratings in China.
(3) Is it necessary to introduce Diamond ratings into China?
Text B:
(1) Explain the function of room categories. (From supplier perspective and guest perspective.) .-
(2) What are the differences among POV, OV and OF. (Use Chinese to answer.) Which one will be
the most expensive?
Ⅴ Exercises and summary
本单元重点:
登记入住流程
本单元难点：
团队客人的登记入住
教学方法：讲授
Unit 3 Answer the Calls
教学目的和要求：要求学生掌握酒店接听电话的方式和类别。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
饭店总机的功能
饭店总机的基本要求
Ⅲ Situational Dialogue
(1) One guest need a morning call for his 9:00 international flight. He know nothing about the
traffic condition. Please give some suggestion to the guest and confirm the morning call.
(2) One guest is confused by the charges of the calls. Please give some explanation. Include: house
phone, local call, long distance call and international call. There is a minimum charge of first
three minutes for Domestic Direct Dial but not for International Direct Dial.
Ⅳ Reading Comprehension
Text A: 翻译
Text B:
(1) Differentiate a mobile phone and a portable phone.
(2) Why cell phone can be used in different countries?
(3) Estimate the effect of digital camera in cell phone.
Ⅴ Exercises and summary
本单元重点: .-
接听电话后的正确操作方式
本单元难点：
叫早电话
教学方法：讲授
Unit 4 Complaint
教学目的和要求：要求学生掌握应对客人投诉或抱怨的方法，以及处理措施。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
投诉处理程序
处理投诉的注意事项
Ⅲ Situational Dialogue
(1) Mrs. Brown complain that the hot water is not as hot as she expected. Try to deal with it.
(2) Mr. Green is very unhappy with the restaurant service in the hotel. The manager is handling the
complaint.
Ⅳ Reading Comprehension
Text A:
(1) If you are an employee, what is your attitude toward the customer complaints?
(2) If you are the manager, what is your attitude toward the customer complaints?
(3) If you are the owner of the hotel, what is your attitude toward the customer complaints?
(4) How to manage customer complaints?
Text B:
(1) Classify all the complaints in Poor Service. Try to resolves these problems.
(2) Should we inform guests some problems about the room when they make a reservation.
Ⅴ Exercises and summary
本单元重点:
应对客人投诉的方法
本单元难点：
如何舒缓客人情绪 .-
教学方法：讲授
Unit 5 Check-out
教学目的和要求：要求学生能够使用英语完成对客人离店退宿的服务。
教学基本内容：
Ⅰ Listening Comprehension
听力对话
重点句型听力
Ⅱ Useful Expressions
结账退宿的操作流程
账单上常见的缩写
Ⅲ Situational Dialogue
(1) Mrs. Smith is in Room 2210 and she is checking out. Her bill is ￥1250. She wants to settle the
bill with cash. You find that the cash is not RMB or USD but HKD. As the hotel regulation, HKD is
not accepting. Try to help her to check out.
(2) Miss Chen has stayed in the hotel for 4 days and she is going to check out. She finds that if she
reserved by Ctrip she could get 15% discount. Now she requires the discount. But you find that she
made the reservation by telephone. Try to deal with this problem.
Ⅳ Reading Comprehension
Text A:
(1) What is account?
(2) What is folio?
(3) Differentiate account from folio.
Ⅴ Exercises and summary
