《酒店英语-II》-课程教学大纲

PAGEPAGE1《酒店英语-II》课程教学大纲一、课程基本信息课程代码：16010202课程名称：酒店英语-II英文名称：HospitalityEnglish-II课程类别：专业课学时：32学分：2适用对象:酒店管理本科专业已修习过酒店英语I的学生。考核方式：考试先修课程：酒店英语I二、课程简介本课程主要针对旅游系酒店专业的学生，通过重点讲授酒店英语，进一步扩大相关词汇量，训练口语技巧，并简单介绍西方文化背景与风俗习惯，使学生了解中西文化差异，从而能更好地进行跨文化交流，并为今后就业打下基础。培养学生跨文化交流的能力和爱国、敬业的情操，为中国特色社会主义事业培养有高度社会责任感与正确道德观念的有用人才。Thecourseisdesignedforhospitalitymanagementmajors,focusonhospitalityEnglish.Themainpurposeistofurtherfamiliarizethestudentswithtechnicalterms,workplacedialoguesandwesterncultureandcustom,soastofacilitatetheirfuturecareerinthehospitalityindustry.Cross-culturalcommunicationcompetence,loyaltyforcountryandresponsibilityforthejobwillbeemphasizedtocultivatetalentswithsocialresponsibilityandpropervalues.三、课程性质与教学目的本课程是旅游系酒店专业学生的必修课程，通过重点讲授酒店英语，扩大相关词汇量，训练口语技巧，并简单介绍西方文化背景与风俗习惯，使学生能从不同视角审视并理解文化差异，具备跨文化交流的能力和爱国、敬业的情操，从而能更好地进行跨文化交流，保持高度社会责任感与正确道德观念，成为行业的中坚力量。四、教学内容及要求第一章Self-Assessment,LearningObjectives,Introduction目的与要求Differentiatebetweenyourculturalneeds,andthoseofothers.Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.Differentiatebetweenresortsandhotelstoidentifythepurposeofguestvisit.教学内容第一节主要内容：Introduction&3Aperspectives基本概念和知识点：Introductionaboutthecourse.Culturalawarenessinservice问题与应用（能力要求）分小组，每日组织晨读第二节主要内容：英语学习技巧之语音语调纠正基本概念和知识点ThelodgingindustryLodgingtypesCareersinhospitality:Leadership问题与应用（能力要求）Knowingthefollowingfacts:Culturecanbedefinedasasystemofbeliefsandvaluessharedbyaparticulargroupofpeople.Peoplefromdifferentculturesmayhavedifferentviewsonwhatgoodcustomerserviceis.Weshouldtreatcultureswithequalrespect,andenhanceourculturalintelligence.思考与实践Developsensitivitytoculturaldifferencesandcommunicateeffectivelywithpeoplefromotherculturestoprovideappropriatecustomerservice.Demonstrategoodcustomerservicebyunderstandingtheother’spointofview.教学方法与手段课堂讲授、多媒体教学第二章Stereotypes&HotelOC目的与要求Understandthatyourstereotypesshowinyourattitudeandyourattitudeshowsinyourservice.Identifythedifferentpartsofthehotelthatarecommoninmostlodgingproperties.Understandthehiringprocessinahotelanddevelopjobinterviewskills.Masterthelodgingtypes.教学内容第一节主要内容：Stereotypes基本概念和知识点：Commonstereotypes HotelOrganizationalChart问题与应用（能力要求）Knowingthecommondepartmentsofahotel.第二节HotelOC基本概念和知识点Departmentsofahotel.Somecommonpositionsinahotel.Careersinhospitality:Administration问题与应用（能力要求）CommonpartsofahotelJoiningtheteam:Thehiringprocess思考与实践Howwouldyoustartyourcareerinahotel?Nametheadministrationdepartmentsofahotel.教学方法与手段课堂讲授、多媒体教学、分组练习第三章AConceptualFrameworkoftheHotelGM’sJob:HotelPositions目的与要求KnowingtheworkingprocedureofaGM’sdailywork.Furtherunderstandingaboutthehotel’sexecutiveoperatingcommittee.Knowingthecommunicationsandinteractionsbetweendepartments.教学内容第一节主要内容：基本概念和知识点：AConceptualFrameworkoftheHotelGM’sJob问题与应用（能力要求）GM’sworkingproceduresandcareerdevelopment第二节主要内容：HotelPositions基本概念和知识点PositionsinFOPositionsinF&BPositionsinotherdepartments问题与应用（能力要求）KnowtheOCineverydepartmentofahotel.Understandtheresponsibilitiesofeachposition.思考与实践DrawtheOCsineverydepartmentsofahotel.教学方法与手段课堂讲授、多媒体教学、分组练习第四章Welcomingyourguests;FrontOfficeManager’sJob目的与要求Towelcomeyourguestinawarmandprofessionalmanner.Tounderstandthedifferencesinserviceexpectationsbetweeninternationalguests.MasterformsinFO.教学内容第一节主要内容：FOoperations&FOmanager’sjob基本概念和知识点：MasterFO’sabbreviations.KnowtheFOmanager’sjob.问题与应用（能力要求）UnderstandtheabbreviationsofFOforms.第二节主要内容：FOforms基本概念和知识点Reservationforms.Registrationsforms.Bills问题与应用（能力要求）CanreadFOformsandbills.思考与实践Developskillstoacknowledgeguestswhenbusy..Learncommonlanguageforgreeting,welcoming,andsayingfarewelltoguests.教学方法与手段课堂讲授、多媒体教学、分组练习第五章OperationsofFrontDesk-I目的与要求ReservationdialoguesReceptiondialogues教学内容第一节主要内容：Reservationdialogues基本概念和知识点：Makingareservationforguestswithspecialrequirements.问题与应用（能力要求）FindaproperroomforMr.White.第二节主要内容：Receptiondialogues基本概念和知识点ReceptiondrillsReceptionvocabularyRecommendhotelfacilitiesandservices.问题与应用（能力要求）Recommendhotelfacilitiesandservices.思考与实践Reservationdialogueperformance.Receptiondialogueperformance.教学方法与手段课堂讲授、多媒体教学、分组练习第六章Non-verbalCommunications;FOOperation-II目的与要求Developawarenessofthemessagesourbodiessendtoothers.Tolearntoreadanother’sbodylanguageandactaccordingly.Developstrategiestousebodylanguage,eyecontactandpersonalspacetomakepeoplemorecomfortable.UnderstandtermsofPayment.Becapableofbillexplanationandcheck-outdialogues.教学内容第一节主要内容：BodyLangueage基本概念和知识点：BodylanguagePosture&gesturesPersonalspaceEyecontactEyecontactaroundtheworldBodylanguage:Canada&theUSBodylanguagetoavoidAproperhandshakeProfessionalbodylanguageFacialexpressions第二节主要内容：Toexplainbillstotheguests.基本概念和知识点Check-outdialogueExplainchargesinthebills.问题与应用（能力要求）Canreadbillsandexplainthemtotheguests.思考与实践Demonstrateabilitytouseprofessionalbodylanguageinservice.Recognizewhenahandshakeisappropriate.Understandwhatfacialexpressionstellyouabouttheemotionsofothers.教学方法与手段课堂讲授、多媒体教学、分组练习第七章FOOperations–III;Activelistening目的与要求Knowinghowtodealwithcomplaints.Replytoaletterofcomplaints.BecominganactivelistenerActivelistening教学内容第一节主要内容：Dealingwithcomplaints.基本概念和知识点：LEARNproceduretodealwithcomplaints.Drillstocomfortangryguests.问题与应用（能力要求）Knowinghowtodealwithangryguests.第二节主要内容：Activelistening基本概念和知识点Learntoactivelylistentothepeoplearoundyou,andbefullyconsciouswhenyoucommunicate.Studywaystorephraseandclarifyyourcommunicationtoensuremutualunderstanding.Learntoprovidefeedbackinaconversationtoensuremessagesarebeingreceivedcorrectly.问题与应用（能力要求）Usecriticalthinkinginservicetoanticipateguestneeds.思考与实践Casestudy:Coffee教学方法与手段课堂讲授、多媒体教学、分组练习第八章ResumeWriting;目的与要求Knowtheskillsandformsofresumewriting.Understandtheinterviewprocedureandknowhowtomakeproperreplies.教学内容第一节主要内容：Partsofresumes基本概念和知识点：Resumeparts.Skillsinresumewriting.问题与应用（能力要求）Resumewriting.第二节主要内容：FrequentlyAskedQuestionsinJobInterview基本概念和知识点ClothesforjobinterviewRepliestofrequentlyaskedquestions.问题与应用（能力要求）Internshipinterview思考与实践Makearesumeandacoverletter.教学方法与手段课堂讲授、多媒体教学第九章Housekeeping;Telephoneandemailskills目的与要求Housekeepingdialogue.Skillsfortelephone.Skillsforemails.教学内容第一节主要内容：Housekeepingdialogues.基本概念和知识点：Howtoresponsetoguest’srequirements.Howtodealwithguests’complaints.问题与应用（能力要求）Housekeepingrelateddepartments.Howtoresponsetoguest’srequirements.第二节主要内容：Telephoneandemailskills基本概念和知识点TelephoneskillsEmailskills问题与应用（能力要求）Howtomakeanappointmentthroughtelephone.思考与实践Whatarethekeyfactorsforemailwriting?教学方法与手段课堂讲授、多媒体教学、分组练习第十章F&BService–I&ExceedingExpectations目的与要求PartsofamenuHelptheguestswithorders.教学内容第一节主要内容：Food&Beverage-I基本概念和知识点：Onthejob:WaiterserviceOn-sitetrainingforwaitersServiceSkillsSometermsinkitchenSometermsinrestaurant第二节主要内容：ExceedingExpectations基本概念和知识点Learntoidentifyguestneedstodeterminehowtoexceedexpectations.Demonstrateabilitytotakeactionorrespondtosomethingbeforeithappens.Considerculturalbackgroundwhenassessingserviceneeds.Developskillstobeableto“readaguest”correctly.Understandfoodserviceismorethandeliveringfood.Developskillstocreateamemorablediningexperience.问题与应用（能力要求）TrytorecommendatraditionalChinesefoodtoforeigners.思考与实践Developskillstocreateacustomizedexperienceforeachguest.教学方法与手段课堂讲授、多媒体教学、分组练习第十一章F&B-II;TheGuestCycle目的与要求UnderstandsomecookingtermsUnderstandsomerestaurantrevenueindexKnowtheguestcycle教学内容第一节主要内容：Cookingtermsandservicestyles基本概念和知识点：CookingtermsRestaurantrevenueindexSomeservicestyles问题与应用（能力要求）Knowthefeaturesofeachservicestyle.第二节主要内容：TheguestCycle基本概念和知识点WordscrambleUsingsoftenersRephrasingnegativesentencesIndirectquestionsandquestionstags问题与应用（能力要求）Howtoconveynegativeinformationtoyourguests?思考与实践Roleplay.教学方法与手段课堂讲授、多媒体教学、分组练习第十三章F&B-III;Requests&Recommendations目的与要求Winecategoriesandhowtoenjoywines.Makingrequests&recommendations教学内容第一节主要内容：Winecategories基本概念和知识点：WinecategoriesHowtoenjoywinesMatchingwineswithyourmeals.问题与应用（能力要求）Knowtherulesofwineappreciationsandwineordering.第二节主要内容：Requests&Recommendations基本概念和知识点Request&offerexpressionsSay“yes”tothepersonSofteningthemessageGatheringinformation问题与应用（能力要求）Solveproblemsinrestaurants.思考与实践Casestudy.教学方法与手段课堂讲授、多媒体教学、分组练习第十四章AccountingandFinancialControl;TheLanguageofHospitality目的与要求ProceduresinAccountingDept.OCofAccountingDept.Financialindexforahotel.Takeamessage,leaveamessagePhone&Emailwriting教学内容第一节主要内容：AccountingandFinancialControl