UNIT 9 Receiving Guests接待服务教案教学

课题UNIT9ReceivingGuests接待服务9-2Conversation授课专业酒店管理教学目标知识目标：练习对话中如何做好接待服务。能力目标：接待顾客时如何用得体的语言为顾客服务。素质目标：有效的有素质的接待顾客。教学重点练习对话中如何做好接待服务教学难点接待顾客时如何用得体的语言为顾客服务课型理论课、对话练习教学方法教授法、对话练习法、讨论法教具多媒体教学设备教学内容及教学过程教学环节理论学习实践操作学生活动教师活动RevisionWelearnedthewordsandphrasesinlastclass,nowweshouldstudytheconversationtoknowhowtoreceivingguestsConversationA(FA:FloorAttendantG:Guest)FA:Goodmorning,SirandMadam.WelcometoBlueSkyHotel.MayIseeyourroomcard?G:OK.Hereyouare.FA:Oh,it’sRoom412.Thisway,please.Hereweare.(theFAopensthedoorandtheyenterit.)G:En,thisroomlooksnice.FA:Yes.Ithasaverygoodviewofthesea,anditiswellequipped.YoucanmakelocalcallsfreeofchargeandIDDpaycalls.FacilitiesincludecolorTVwithsatelliteprograms,mini-barAndrefrigerator,teaandcoffeemakers,electronicsafe,andAir-conditioner.G:Oh,Isee.Howaboutthebathroom?FA:Everythinghasalreadybeenprepared,suchastoiletsoaps,towels,bathingtowels,bathrobes,slippers,toiletpaper,shampoo,combs,brushes,ashaver,anashtrayandbathingcaps.Hotwaterissuppliedaroundtheclock.Ifyouturnthetapleft,Youwillgethotwater;ifyouturnitright,thencoldwater.G:Oh,that’snice.FA:Here’sthetelephonedirectory,andittellsyouthenumbersOfallthedepartmentsofourhotel.Ifyouneedanyhelp,justCalltherelevantdepartmentordial“5”toreachme.G:OK,thankyouverymuch.FA:It’smypleasureandIamalwaysatyourservice.FindtheprocedureofreceivingaguestReadthedialogueandanswerthequestions.1.What’stheguest’sroomnumber?2.Doestheguestlikehisroom?ConversationB(A:HousekeepingAttendant:W:Mr.White)A:(Smiling)Goodafternoon.Welcometotheseventhfloor.W:Goodafternoon.A:IsthereanythingIcandoforyou?W:Yes.WouldpleaseleadmetoRoom1701?A:Certainly,sir.Wouldyoupleasecomethisway?Yourroomisattheendofcorridor.W:OK.A:Whatistheweatherliketoday?W:It'ssunny.W:Hereweare,Room2701.MayIhaveyourroomcard,please?Letmeopenthedoorforyou.W:Hereitis.(Thehousekeepingattendantknocksatthedoorfirst,openit,andprecedesMr.Whiteintotheroomandturnsonthelight)A:Thisway,please.W:Thankyou.Whenwillmybaggagearrive?A:Thebellmanwilltakeyourbaggageupsoon.Howdoyoulikethisroom?W:OH,itlookscomfortable.Ilikeitverymuch.A:Hereisthelightswitchandthetemperatureadjuster,theservicebookletisbesidethetelephone.W:Great,thankyou.A:Withpleasure.IsthereanythingIcandoforyou?W:No,thanks.A:I'malwaysatyourservice,Mr.White.Haveaniceday,Goodbye.FindtheprocedureofreceivingaguestReadthedialogueandanswerthequestions.1.Whereisroom2701?2.Whowillsendthebagg