饭店情景英语-无预定客人的入住接待

1、2-2 Receiving a walk-in guest现代服务部 齐小凤 Nov 7, 2008At the Reception Desk教 材 分 析 Check in教 法 设 计 学 法 指 导 教 学 程 序活动周期客房预定Reservation 入住登记 Check in住店服务During the stay 退房结帐 Check outPre-arrival抵店前 Arrival 抵店时Occupancy 住店期Departure 离店时Unit 1 预订部 Unit 2 接待部 Reception Desk教材分析2-12-22-3前厅对客服务周期饭店情景英语2-2 Rece

2、iving a walk-in guest (无预订客人的入住接待 )学生能用英语熟练地完成无预订客人的入住登记，熟悉接待程序，掌握住宿登记的规范用语。Check in教材分析课 程 标 准 -Check in教材分析态度知识能力教学目标-以就业为导向英语接待要点英语接待用语礼貌微笑优质服务办理无预订客人入住接待的英语口语技能Check in教材分析 教学重点熟悉无预订客人的前台接待程序。掌握无预订客人的前台入住登记的英语接待用语。教学难点当酒店客满时，掌握无预定客人两种接待方式及英语接待用语。教 学 重 难 点：设 计 理 念 突出“能力为本位，以就业为导向”。 课堂视为职场, 学以致用的职

3、教培养方式。“自主、合作、探究”的学习方式。 情景教学与多媒体教学手段相结合。教法设计Check in教法设计任务引领型教学法Check in 任务激发：观看英文录像，明确任务。 结果驱动：能用英语为无预订客人办理入住登记。做学一体: 模拟接待员的角色, 体验、实践无预订客人 的入住接待任务，熟悉接待程序，掌握英语 接待用语。 以完成任务贯穿教学始终什么接待任务?什么接待要求? 如何完成接待任务?教法设计 提供情景图表: 英语模拟接待语言环境的有力支撑。提高学习兴趣增加语言信息输入丰富语言教学内容Check in多媒体辅助法展示入住接待的英语录像: 达到直观、身临其境的效果。接待程序和接待用语

4、的归纳: 条理清晰, 容易理解和掌握。学法分析Check in- 英语基础差次不齐-缺乏开口说英语的勇气和信心-语言组织能力、应用能力有待提高-旅服专业2年级学生-具备一定的前厅部接待专业知识-有较强的好奇心、表现欲教学对象及现状自主探究小组合作角色扮演自主探究法Check in学法分析观察 “哪种客人的入住接待? ”思考：“如何接待这种客人？”探究: “接待方式是怎样？” “运用哪些英语？”主动学习,消化重难点掌握无预定客人英语接待用语掌握两种接待方式的接待用语。感知任务录象导入：新课讲授：自主学习：学法分析不同英语水平学生语言能力的互相促进培养合作学习能力Check in小组合作法 接受任

5、务-任务的选择-角色的分配 准备任务-对话的准备（口头、书面）-不同接待方式的接待用语-对话的交流（语音、语调、语气）情景角色扮演法体验接待员英语的运用提高语言表达能力突出英语的应用能力Check in学法分析 实践任务小组代表表演对话。-熟悉接待程序、掌握英语接待用语。 练习巩固回放学生表演录象。-达到纠错和巩固语言技能的目的。学法分析Check in“笑脸”贴纸鼓励 适时提示鼓励、引导、训练、模仿竞赛方式活跃课堂不主动参与活动词汇匮乏，表达困难表达不够流畅互动气氛沉闷教 学 预 测可能出现的现象应对的措施感知任务放他在侯客单上汇报展示巩固与拓展体验任务实践任务实现任务目标课外实践录象导入结

6、 论接受准备任务附近给他找间房1.接待程序2.接待用语 无房时的 接待用语教学程序自主探究思考问题小组合作角色扮演角色扮演学生互评任务设计环境支撑企业标准技能强化任务拓展多元评价对话复习难点重点感知任务放他在侯客单上汇报展示巩固与拓展体验任务实践任务实现任务目标课外实践录象导入结 论接受准备任务附近给他找间房1.接待程序2.接待用语 无房时的 接待用语教学程序自主探究思考问题小组合作角色扮演角色扮演学生互评任务设计环境支撑企业标准技能强化任务拓展多元评价对话复习难点重点ask if reservedGreet the guestNo.无预订2-2Introduce rooms-identifi

7、cation-fill in the form-payment-distribute room-give the key-depositPut him on a waiting listFind a room in a nearby hotelUnavailable无房间Yes有预订2-1Available有房间ask him to wait till 6:00pmAsk him to rest in the lobbyIntroduce another hotelCall and confirm the roomArrange a taxi for himSay goodbye接待程序重点1

8、Good morning, may I help you?Have you made a reservation?How many people do you have, please?Just a moment, please. I have to check the arrival list if theres a room available. Oh, yes, we have a room for you. Can I see your passport, please？Thank you. And would you mind filling in the registration

9、form?Yes, thanks. How are you going to pay ? In cash or by credit card?OK, heres the key to room 908 and your room cards. Please keep them.And the bellman will show you up. Have a nice evening, and enjoy your stay here.接待用语if there is a room available（有房提供）重点2 1) Put him on a waiting list-Oh, sorry,

10、 sir. All the rooms are booked up.- I think well able to arrange for you a room after 6 oclock.- If you need any help, do let us know.2) Find a room for him in a nearby hotel-If you need a room right now, would you like me to get in touch with somewhere else for you ?-What about Huatian Hotel ? -It

11、is a first-rate hotel. And the room rate is the same as our hotel. It is within easy reach. ( 很近)-Huatian Hotels telephone number is 1234567- We will call a taxi or shuttle bus to send you go to there.- My pleasure.无房接待用语教材拓展if there isnt any room available（无房提供）难点 接受任务全班分四组 任选一个任务任务3:Client 1 (无预订-

12、附近找间房)a single room for tonight.You have no reservationReceptionist:It is 8:00 in the evening. All the rooms are booked up.find a room at a nearby hotel.call a taxi for you任务2:Client 2 (无预订-等到晚六点)You are standing at the Reception Desk. you have no reservation. Receptionist: It is 4:00 in the afterno

13、on . You suggest him wait until 6:PM.任务1: Client 1 (无预订-有房 ) a single room for tonight. You have no reservationReceptionist:It is 9:00 in the evening. Let the client have a room. Its 120 yuan. The room is number 305. show the client up to his room体验任务小组合作1. 四人一组分享交流、自由讨论2. 小组内接对编写对话 (书面、口头)3. 在小组内预演

14、对话,推选一对参赛代表。合作能力创新能力语言组织能力语言表达能力 Prepare the task (准备任务) 巡视、指导、帮助角色扮演法Check in体验任务 Demonstration 模拟汇报1.教师和学生示范一则对话.2. 各组推选一对学生表演自编的对话. Student 1-Receptionist Student 2- Guest 教师提供语言环境支撑入住登记表情景和道具角色扮演法评价标准Check in词汇和句型实践任务教师拍摄学生表演 Vocabulary and sentence patterns (词汇和句型) Sentence patterns-I have to c

15、heck if there is-If you need a room now, would you like me to Check in words and phrases - available ，lobby，recommend -to be booked up， to get in touch with Functional language-Have you made a reservation ?-I have to check the arrival list.-Sorry, all the rooms are booked up.环境支撑1 Items（100分）Scores

16、Good 15-10Fair 9-5 Poor 4-0 Good manners( 接待礼仪) 10Procedures (程序正确) 10 Words (用词准确 ) 10 Contents (内容正确) 10 Pronunciation (发音标准) 15 Fluency (表达流利 ) 15 Coherent (意思连贯) 15 8 sentences (不少于8句) 15 Oral English Evaluation Standard (评价标准)Check in环境支撑2Guest Registration Form临时住宿登记表Surname英文姓Name英文名In Chines

17、e中文姓名Sex性别Date of Birth出生年月Room No.房号Nationality 国籍Type of travel document证件种类Passport No.证件号码Permanent address 永久地址职业职务OccupationDate of arrival何日抵Date of departure何日离Days拟住天数On checking out my account will be settled by:离店时我的帐目结算将由-Cash 现金-Travellers Cheque 旅行支票-Credit Card 信用卡-T/A Voucher 旅行社凭单Ro

18、om Rate房价Check out time is 12:00noon还房时间是中午十二点正Guest Signature宾客签字Clerks Signature职员签名环境支撑3Im afraid not.Have you made a reservation, sir ? Good afternoon sir. May I help you ?Could you let me have a room for a night ? Let me have a check if theres a room available.?环境支撑4 学生观摩 评价打分Evaluation 多元 化 评价 学 生 活 动教 师 活 动 点评 奖励角色扮演企业要求Check in实现任务目标Manners (礼仪)Skills (技能) English (英语) Good manners(礼仪)Procedures (技能)Words (词汇) Contents (内容) Pronunciation (发音) Fluency (流利) Coherent (连贯) 8 sentences (8句上)自主学习Pair 1Pair 2Pair 3Pair 4ResultsMannersPair 1SkillsPair 3