专业酒店英语教学计划

原有教学模式

教案

课程名称：酒店英语听说_________________

总素质学分：_______________3____________________

总课时：48（理论课时：24；实践课时：24）

课程类别：口专业素质教育口非专业素质教育口特殊素质教育

□必修口选修

口关缝素质教育口非关键素质教育

任课教师：______________________________

所属单位：文法与外语学院_______________

职称：____________副专家___________________

讲课专业：___________酒店管理_________________

讲课班级：酒店管理1501班_____________

UnitOneRoomReservationService

章/节题目UnitOneRoomReservationService

学时14

教学目的1)Befamiliarwiththeformalitiesofmakingreservation;

2)BeabletointroducesomeinformationabouttheFront

Department;

3)Learnhowtomakeareservationfbrtheguest.

教学措施GroupDiscussion；refined-choseninstruction；ListeningandOral

practice；

教学内容及进程

一、课堂检查（包括提问、讨论、随堂测验等）备注栏：

1.提问：时间安排、教

(1)Whatisthehotel?学措施、举例、

2.讨论：案例、新增内

(1)Whatkindofservicescanyougetifyouliveinahotel?容填写等

(2)Whatisthemostimportantproductinahotel?

(3)Whatistheclassificationofthehotel?

(4)Asystemforratinghotelsaccordingtoqualityiswidely

usedinChina.Canyoudescribeit?

二、精讲内容(包括①要点、重点、难点；②互动设计；③板

书设计)

1、要点：

(1)Ahotelisatemporaryhomeforpeoplewhoaretraveling.

(2)Inahotelthetravelercanrestandhasaccesstofoodand

drink.Thehotelmayalsoofferfacilitiesforrecreation,suchasa

swimmingpool,agolfcourse,orabeach.

(3)Accommodationisthemostimportantserviceinhotel.Allof

theotherservicesaredesignedtoaccommodatethetraveler.

(4)Asyouknow,therearemanykindsofhotelsinmodern

society.Accordingtothegueststheycaterto,thehotelcanbe

dividedintocommercialhotel,conferencehotel,resorthotel,

residentialhotel,economyhotel(budgethotel).

(5)Asystemforratinghotelsaccordingtoqualityiswidelyused

inChina.Thissystemputsthetophotelsasthefive-starhotels,

withotherreceivingfromfourtoonestar.Thedifferencebetween

hotelsisthequalityofequipmentandfurnishingsandservices

theyofferarealsoamatterofprimeimportance.

(6)WhalistheimportanceofFrontOffice?

theFrontOfficeisthemostvisibleareainhotel.

Ilhasthegreatestamountofguestcontact.

It'sthehotel,snervecenterandaliaisonbetweentheguestand

thehotel.

TheFrontOfficeisthefocusofguestrequestsforinformationand

service.

Itistheprofitcenterofroomsales.

(7)WhatisthemajorfunctionsofFrontOffice?

1)tosellguestrooms2)toprovideservicessuchashandling

mails,telegramsandmessagesforguestsandprovidesome

informationtoguests.3)tocoordinateguestservices,complaints.

4)tochartroomstatusreport.5)tomaintainguestaccounts,

determinecredits,renderbills,receivepayments,6)tosettleguest

accounts.And7)toconstructguesthistoryfileforfuture

references.

(8)WhatkindsofsectionsareincludedintheFrontOffice?

Rescrvation;FrontDcsk;Concicrgc;Busincsscenter;Tclcphone

room;Assistantmanager.

(9)Whatarethedifferentwaystomakeareservation?

Requestsforreservationsarereceivedatthehotelthrough

differentmeans-bytelephone,fax,letter,throughtheweborbythe

guestinperson.

(10)Generallyspeaking,therearetwokindsofreservation,what

arcthey?non-guarantccdguaranteed

(11)Whatarethedifferentkindsofguaranteedreservation?

Thetypesofguaranteedreservationsare:

Creditcardguaranteedreservation-Theguestprovidesthe

hotelwithacreditcardnumbertoholdtheroom.

Prepaymentguaranteedreservation-Guestsmakefull

paymentforthestaypriortoarrival.

Advancedepositguaranteedreservation-Aspecificamountof

moneyisrequestedfromtheguestpriortohisarrival.

Travelagentguaranteedreservation-Thisreservationis

madeandguaranteedbythetravelagent.Thehotelbillstheagent

forano-show.

Corporateguaranteedreservation-Acorporatecontract

guaranteespaymentforno-showtravelersofthatcorporation.

(12)Whatkindofinformationshouldbecontainedwhenmakinga

reservation?

Guestname,address,andtelephonenumber.

Arrivaldateandtime,andlengthofstay.

Typeandnumberofroomsandforhowmanypeople;Rate

quoted;Guaranteemethod.

Informationsuchasmethodofpayment,specialrequest

(non-smokingroom,handicapped)andthepurposeofguest'svisit

ishelpfulinsatisfyingtheguest'sneeds.

2、重点：

(1)Whatkindofinformationshouldbecontainedwhenmakinga

reservation?

(2)Theprocedureofmakingreservation.

(3)Howtoconfirmandrevisethereservationfortheguest.

(4)Theimportantsentencesofmakingreservation:

Importantsentences:

importantwords：

房型：

doubleroom双人间=honeyroom=coupleroom:aroomwitha

doublebedoraqueen(king)bedtoaccommodate2adults.Athird

adultsneedsanextrabed.

singleroom单人间:Aroomwith1singlebed,strictlyfor1adult

only.Noextrabedsareavailable.

standardroom=TWBroom=twinroom:two-bed(ortwin-bedortwo

singlebeds)roomwithbathaccomodating2adults,athirdadult

requiresanextrabed.

suite[swi:t]n.套房

juniorsuite=astandardsuite一般套房

luxurysuite=dcluxcsuite豪华套房

superiorsuite-seniorsuite高级套房

abusinesssuite商务套房

executiveadministrationsuite行政套房

presidentialsuite总统套房

honeysuite蜜月套房

familysuite家庭套房

tripleroomZ2人间：Aroomwitheither3singlebeds,orI

queenbedand1singlebedtoaccommodate3adults.

预定的类型：

Non-guaranteedreservation非保证类预定

Guaranteedreservalion:保证类预定

creditcardguaranteedreservation信用卡保证类预定

prepaymentguaranteedreservation预付款保证类预定

advancedepositguaranteedreservation订金保证类预定

travelagentguaranteedreservation旅游代理保证类预定

corporateguaranteedreservation企业保证类预定

Thereservationrecordmusthavefollowinginformation:

guestname,address,telephonenumber

arrivaldateandtime,andthelengthofstay

typeandnumberofroomsandnumberintheparty

ratequoted

guaranteedmethod

informationsuchasmethodofpayment,special

request(non-smokingroom,handicapped)

thepurposeoftheguest'svisit

importantsentences:

Askingtobeexcused

Onemoment,please,sir(madam).

Justamoment,please,sir(madam)

Holdonamoment,please,sir

Couldyouholdonamoment,please,sir?

Letmecheck.

Iamsorrytohavekeptyouwaiting.

Answertheguest'sreservationcall

Can/May/1helpyou?

WhatcanIdoforyou?

Howcan/mayIhelp/assistyou?

IsthereanythingIcandoforyou?

Guestname,address,andtelephonenumber

Yourname,please?

MayIknowyourname,sir?

Willyougivemeyourfullname,sir?

What'sthename,sir?

MayIhaveyoursurname/initials,sir?

Sorry,Ican'tcatchyouclearly;canyouspellyourname/surname

please,sir?

CouldItakeyournameandcontactnumber?

MayIhaveyournameandguest'sname,please.

MayIhaveyourtelephone/fax/contactnumber?

MayIhavethecompanyname/address?

MayIhavethewaytocontactyou?

Whomisthereservationfor,please?

Arrivalanddeparturedate,andthelengthofstay

Couldyoutellmeyourarrivaltimeanddeparturedate?

Whattimewillyoubearriving?

Howlongdoyouplantostay?

Howmanynightsdoyouplantoslay?

Forwhichdates?

Forwhenwas(is)that,please?FromMaythe15thto(through)the

17th.

Howlongareyoubeingstay?

Howlongwillyoustayinourhotel?

Howmanynightsdoyourequiretheroom?

Typeandnumberofroomsandthenumberintheparty

WhattypeofroomwouldyouIike/prefer/require?

Wehavedeluxesuites,deluxedoublerooms,twin-bedroomswith

bath,andsinglerooms,whichdoyouprefer?

Whichdoyouprefer,adoubleroomwithbathoratwin-bedroom

withshower?

Singleordoubleroom?

Howwouldyoulikeadoubleroomwithtwin-bed?

Forhowmanypeople?

Howmanywasitfor?

Whoisthebookingfor?

Forwhom?

Inwhosename?

Ratequoted

Theprice/roomrateforastandardroomwouldbe160yuanRMB.

Thatwillrun/costyou300yuananight.

200yuananight,includingbreakfastanddinner.

Isitacompany/private!group/guaranteedbooking?

Wcwillgiveyou10percentdiscount/offsinceyouarcourold

customer/sinceyouareagroupreservation/sinceyouarea

corporatereservation.

Iseeyourcompanyhasanarrangementwiththishotelfordeluxe

rooms.TheratewillbeRMB860pernight.

Canyougiveusaspecialratesinceoursisacompanybooking?

Thereisa20percentcompanydiscount.

Sinceyoursisacorporate(company)reservation,wewillgiveyou

a20%discount.

TheroomratewillbeRMB600pernightjustasyourlaststay.

WechargeadeluxesingleforRMB100Yuanpernight.

Confirmationandguaranteedmethod.

Howdoyouwishtoguaranteeyourreservation?

Howwouldyouliketoguaranteeyourreservation?

Wecanguaranteeyourroomafterthefifth.

WccanguaranteeyoutheroombookedafterOctober17.

WecanconfirmyoutwodoubleroomfromNovember2ndto7th

Icanconfirmyouasinglewithbathforthe2nd,butIcan't

guaranteeitformorethanonenight.

Wecandoastandardtwin-bedroomforRMB800Yuanpernight.

Yes,wedohaveadoubleroomavailableforthatday.

Wedohaveasingleroomavailableforthosedates.

Weconfirmyourcreditcardguaranteedreservation.

We(can)confirmyourprepayment/advancedeposit/travelagent

/corporateguaranteedreservation.

Youshouldpay500yuanasdeposittoconfirmyourreservation.

Howwouldyoulikethewayofpayment/topaythepre-payment?

Willthecompanypayeverything?Theguestswillpaytheirown

expensesuponcheckout,expecttheroomrates.

Wccanholdtheroomuntil6p.m.foryou.

Whenthereisnoroomavailable

Iamsorry,alltheroomsaretaken/bookedup.

Oh,sorry,allthetwinsaretaken,butwehappentohaveasuite

available.

Sorry,butwehavenovacancies/roomavailableatthistime.

Well,wcarcratherfull.ButT11trymybest.

Oh,IamsorrybutalltheroomsarebookedupinOctober.Don't

worry,wecaneitherpulyouonthewailinglistorfindyouaroom

inthenearbyhotel.

Sorry,wehavenodoubleroomatthatday,howaboutajunior

suite?

Thewaytoconfirmthereservation

(l)We'IIsendyouaconfirmationbyfaxwithinfivedays.MayI

knowyourfaxnumber?

(2)rIIgiveyouadefiniteanswerbyphonewithinfivedays.

(3)Youcanhavearoomin**hotel,theyareexpectingyouto

arrive.

(4)Canyouconfirmthosepaymentdetailsinwriting,please?

(5)We’11sendyouafaxtoconfirmthereservationassoonas

possible.

(6)Welookforwardtoseeingyousoon.

(7)Welookforwardforyourcoming.

Guest'squestionsforsomeinformation

Haveyougotanyvacanciesforthenightsof22ndand23rd?I'd

liketomakeareservationforthetwonights.

Howmuchwillitbeforonenight?

DoyouacceptVISA?

Doyouofferairportpick-upservice?

Withorwithoutbreakfast?

Canyoutellmetheroomrate?

Whatservicescomewiththat?

3、互动设计：

ListeningPractice:

Dialogue1:

Forwhichdate,please?Forhowmanynights?

FromOctoberlOth.Forthreenights.

Howmanyguestswilltherebe?

Justmywifeandmyself.

Whatkindofroomwouldyouprefer?

Atwin,please.

Whatistheroomrate?

We'11taketheoneat1,800Yuan,

yournameandinitials,please?

BrownT.E.

mayIhaveyourphonenumber?

06-321-5535.

Dialogue2:

Forwhichdates?

FromSeptember10thtoSeptember15th.

Forhowmanypeople?

Twentypersons.

Whatkindofroom?

Doubleroomwithtwinbeds.

Isthereaspecialrateforagroupreservation?

Yes,thereisa10percentdiscount.

Nameandtelephonenumber,please?

Mr.Blake,2860456.

Dialogue3:

Whatkindofroomandtbrwhichdates?

rdliketoreserveasingleroomwithbathforSeptember24th.

Isthereanyroomavailableforthatday?

No.

Couldyougivemeyourphonenumber?

Yes,myphonenumberis08-65783325.

Guest'sname?

Evelin.EvelinWinthrop.

Dialogue4:

Whenwilltheguestarriveandhowlongwilltheguestbestayingin

thehotel?

Whattypeofroomdoestheguestwant?

Whatisthenameofguest?

Howmuchistheroomrate?

Dialogue5:

Whycan'tthereservationbemade?

Theguestchangesthedateofarrival,doesn'the?Why?

Whatsuggestiondoesthereceptionistgive?

Whichonedoestheguestprefer?

Oralpractice:

Situations:

1、Cues：面对面的预定。推荐房型并规定付500押金来保证预定。

2、Cues：预定，信用卡保证类预定。

3、Cues：团体预定。企业保证类预定。两个豪华套房，五个豪华原则间。

由于是企业口勺VIP客人。因此务必要保留好房间。回答说，由于是企业

保证类预定，就算有预定未到的客人，也会把房间保留24个小时。不过

费用将由企业支付。

4、Cues：预定。旅行社保证类预定。通过发送预定确认函。

5、Cues：面对面的预定，不过那个时间段已经没有房旬了。问与否乐

意等待。或者可以都安排在临近日勺酒店.

6、Cues：团体预定，问与否可以安排接机服务。让客人到机场后联

络酒店的机场服务处。

7、Cues：残疾人预定。问与否有适合残疾人使用的设施设备

8、Cues:散客预定。问房价与否包括早餐和服务费。

9、Cues：预定。没有标间了，问与否可以考虑双人间。

10、Cues：企业保证类预定。问企业是不是会承担所有H勺费用。回答是

除了房费外，其他的费用由客人自己承担。

11、Cues：预定，信用卡保证类预定。要定一种豪华行政套房，一种

一般套房，一种双人间、一种标间、一种单人间。

12、Cues:客人做一种非保证类有预定，估计的抵店时间为下午两点。

预订员申明：假如没有接到推迟抵店H勺告知，非保证类预定日勺房间可以

保留到当日下午六点。

13、Cues:预定13/5号的1房间。13号有房。不过14/5号的房间临

时没有.将把客人的名字放在候房单上。

14、Cues:客人打来更改预定。时间从本来的13-15号变成13-16号、

房间的类型从一般套房到豪华套房。

15、Cues:客人打预定房间。并要定一间会议室。

16、Cues:客人打做团体预定房间。并要定当口晚上日勺欢迎鸡尾酒会。

17、Cues:客人打取消房间的预订。

18、Cues:客人打.预订十月二号到五号的房间，不过那几天H勺房间已

经订满了。可以把客人的名单放在候房单上，并在五天之内告知客人与

否有房。

19、Cues:散客的面对面预订，规定全额付费来保证预订，并给客人一

份预定确认函。

20、Cues:旅行社打来做团体预定。问旅行社的号，发一份预订

确认函给旅行社。

三、答疑安排

1、Askthestudentstothinkoversomedifficultiesofthistopic,if

theyhaveanyquestions,theycanconfermeoninternet.

四、布置三习题（预习题、练习题、复习题）

1、预习题：Haveapreparationaboutnextclass.Readthedialogues

oftheChapterOne,

2、练习题：FinishtheexercisesafterthisUnitonyourtextbook.

P7-10

3>复习题：Understandingtheimportantwords,phrases,

expressionsandsentenceswithsomeexamplesinordertogetready

fortheoralpracticeforthenextclass.

五、教学反思

1、怎样更多的让学生参与到课堂讨论？

（1）前几堂课尽量多的让学生轮番发言、回答问题。

对每个学生的英语基础尤其是口语基础有一种

大体理解。根据实际水平，提不一样难度的问题。

（2）不管学生回答的怎么样，尽量日勺肯定和鼓励，营

造轻松愉悦日勺课堂气氛。

ChaptertwoReceptionDesk

章/节题目ChaptertwoReceptionDesk

学时14

教学目的4)BefamiliarwiththeformalitiesofCheckin;

5)Beabletointroducesomeinformationaboutthehotelservices;

6)Learnhowtoprovidesomeservicestotheguest,suchasextra-bed,

changeroom,extendingstayandsoon.

教学措施GroupDiscussion；refined-choseninstruction；ListeningandOral

practice；

教学内容及进程

一、课堂检查（包括提问、讨论、随堂测验等）备注栏：

1、提问：时间安排、教

(1)WhatistheprocedureofCheck-inservice?学措施、举例、

2、讨论：案例、新增内

(1)Whatkindofserviceswillbeprovidedbyreceptiondesk?容填写等

(2)Whatisthemostimportantresponsibilityofthereception

desk?

(3)Howtoprovidesomeservicessuchasextra-bed,change

room,extendingstayandsoon?

二、精讲内容(包括①要点、重点、难点；②互动设计；③板

书设计)

1、要点：

Procedures：

1、greetguest

2、askwhethertheguesthasreservation

3、iftheanswerisaffirmative,confirmtheinformationaboutthe

guest'sreservation

4、Iftheanswerisnegative,askforthecheck-ininformation,such

ashowmanypeopleintheparty,whatkindofroomtheguest

needs,andthenconsultthecomputertoseeiftherearerooms

available.Ifthereisanyvacantroom,youshouldquotethe

roomrate.

5^Iftheroomrateisacceptedbytheguest,youshouldaskthe

guesttocompletetheregistrationlist,thatmaybeconcludes

informationsuchasnationality,name,age,occupation,passport

numberoridentitycardnumber,address,telephone,thewayof

payment,etc.

6、Ifthereisnoroomavailable.Youshouldmakeapologizingand

recommending...

7^Takeacopyoftheguest'spassportoridentitycard,maybealso

thecreditcard.

8、Askforthewayofpaying.

9、Askfbrthedepositatthecashier's.

10、Maketheassignmentoftheroom,maketheroomcardand

roomkey,andgivethemiotheguest.

11>Asktheportertoshowtheguestuptotheroom.

12、Bestwishestotheguest

Importantsentences

1、doyouhaveareservation?Whenwasitmade?Fromwhich

company?Whomadethebooking?Inwhosenamewasthe

reservationmade?

2、Letmehaveacheckatthecomputer(reservationlist).

Iamsorry;madam,butIhaven'tgotanyrecordofthat.Have

yougotaletterortelexconfirmingyourbooking?

Doyouhaveyourreservationconfirmationletter?

Waitaminute;Iwillcheckourreservationrecord.Yes,we

havethereservationinyourname.

Yes,Mr.smith,youhavereservedadoubleroom.Yes,we

haveyourreservation.

3、Whallypuofrouniv/ouldyoulike?

Howaboutasingleroom?

Howmanypeoplearethereinyourparty?

Therearemoremembersofyourpartythatwearetold.团员人

数比预订时增长了。

Wehavedeluxesuite,juniorsuite,deluxedoubleroom,junior

doubleroom,singleroom,standardroom,whichdoyou

prefer?

Iwonderifyou'dconsiderajuniorsuite.Wehavesomenice

onesat90dollarspernight.

What'sthediflerenceinprice?Therewouldbeasavingof20

dollars.

4、Pleasefilltheregistrationform.Name,incapitalletterplease.

Pleasesignyournamehere.

Justfillintheregistrationwithyourname;yourpassport

numberandyournationality.Iwilltakecareoftheothers.And

don'lforgetsignyournamealthebottomoftheform.

Iwillputintheothersforyoulateron.

CouldIaskyoutowriteyournameinblockcapitals?

Couldyousignyournamehere,please?

Wouldyouputyousignaturehere,please?

Youforgottofillinthedateofdeparture?

Pleaseletusknowyourdepartureatleastonedayinadvance.

请至少提前一天告知离店日期。

5、Iamafraidyourroomisnotreadyyet,wouldyoumindwaiting,

please?Weareverysorryforinconvenience.

Ihopeyouwillunderstand.

MayIrecommendanotherhotelfbryou?

MayIarrangearoomforyouinnearbyhotel?

Sorry,buttheguesthasnotcheckedout.Wouldyouplease

waitfbramoment?

Therearecancellationsorno-showsallthetime.Wouldyou

liketowaituntilthen?取消预订或者预定未到是常有时事，你乐

意等待吗？

Ourcheck-outtimeis2o'clock,wouldyoumindsittingdown

overthereuntilthen?

Ifyoursisaun-guaranteedreservation,thereservationwillbe

heldtill6o'clockpm,onlyunlessweareinformedoflatearrival.

假如没有接到推迟入住登记告知，预订房只能保留到下午6

点钟。

Sinceyoursisaguaranteedreservation,we'llblocktherooms

for24hoursincaseofno-show.Buttheexpenseisonyourside.

既然你们的预定是有保证预定，虽然他们今天不来，我们也会

将他们日勺房间延长保留24小时。不过费用由你们承担。

Reservedroomwillbehelduntil6:00pm.预订房能保留到下

午6点钟。

6、Hereisyourkey.Yourroomnumberis808.

Icanassureyouthattheroomisveryquiet.

Wehaveaverynicespeciousair-conditioned

是带空调的，并且很宽阔。

Iamsureyouwillliketheroom

Wehavearrangedyouthesameroomasyoustayedwithuslast

time.我们为您安排了您上次住过的房间。

Itisaspecioussingleroomwithafineview.这是个可以看到

漂亮风景的宽阔的单人间。

7、What'sthedifferenceinprice?Isthereanydiscount?Wewill

giveyou15%discount.Thatwillbeasavingof100Yuan

RMB.

Thechildwillbehalfprice.

Wouldyoumindpayingthedepositatthecashier'soverthere?

Wcrequireadepositofonenight'sroomrateinadvance.

Wouldyoupleasepay1000Yuaninadvance?

Ifyouhaveanyvaluables,youmaydeposithereinthesafe

depositbox.Itisfreeofcharge.

Asamatterofhotelpolicy,youshouldpay1OOOyuanas

deposit.

8、Hereisyourroomcardandroomkeytoroom808.

Pleasemakesurethatyouhavetheroomcard(key)withyouall

thetime.Youneedtoshowitwhenyousignforyourmealsand

drinksintherestaurantsandbars.

Youhavetoshowyourroomcardforeachmeal.

Willyoupleasegivethekeytothereceptiondeskwhenyougo

out?您若要外出，请把钥匙交到接待处。

9、Doyouneedluggageservice?

Ourbellboywillhelpyouwithyourbaggageandshowyouthe

way.

PleasetakeMr.James'ssuitcaseuptoroom808,willyou?

10、howwillyoubepaying,incash,bycreditcard,orwith

traveler'scheck?

Willyourcompanycoveralltheexpenses?您H勺企业会承担

所有的费用吗？

11、Hopeyouwillenjoyyourstayinourhotel.

Wishyouwillhaveagoodstayinourhotel.

Haveagood(happy\pleasure\

wondcrful\enjoyablc\exciting\chccrful)stay.

Iwishyouamostenjoyablestaywithus.

Topicfourotherkindsofservicesatthereceptiondesk

Givingthemessagesthatleftbythevisitors.

1、ifyouareabsentfromthehotelforafewdays,youmanyleave

youbaggageinthecloakroom(行李房)。

Noproblem.Wewillseetohandingittohim.没问题，我会负责

把这个交给他。

Youwerecalledwhileyouwereout.

AMr.Licalledtoseeyou.

Pleasewaitinyourroom,thebellmanwillsendittoyourroom.

2、leavingmessagestoforthevisitors

Doyouknowhisroomnumber?

Wouldyoupleaseleaveamessage?Wcwillinformhimwhenhe

returns.

Here'sthepaperandaballpointpen.

Iamafraidthereareseveralguestsbythisname.Couldyoutellme

more,please?

Iamsorry,butIcan'tfindsuchapersonintheregistry.

Thereareseveralbrownswhohaveregisteredatourhotel.Whatis

hisfistname?

Oh,hereishisname,heisstayinginroom1128.

Iwillhavethebellboylookforhim.Takeaseat,please.

Ellgiveittohim.

PHpageyouwhenIgettheanswer.一有回应,我就会呼唤您。

I,llmakesurehegetsit.我一定转告

3^givingsomehelptothevisitors.

Thenewsstandhasawideselectionofforeignnewspaperand

magazines.

TheNewYorkTimesarrivesaround9:00pm.Onweekdays.纽约时

报每天晚上9点到。

rilgetyoualocaltel叩honedirectory.我给您拿本当地本。

4、Changingroomorextendingthestay

Wedohavevacantbiggerrooms.Whendoyouwanttochange

yourroom?

Ifwewerenotsoheavilybooked,wecouldletyoustayintheroom

fortheafternoonfreeofcharge.

Wehaveafullhouse,soifyoureallywanttokeepyourroomthis

afternoon,we'llhavetochargeyou50%oftheprice.

Thehotelisfullandthere'llbesomeonetakingyourroom.WcUl

keepyourbaggageifyoulike.

Iamsorry,sir.Thereisnosuiteavailablenow.Wouldyoumind

havingadoubleroominstead?

You'llhavetopayhalftheratemorefbrtheroomyou*restaying

now.

Ifyouleavethekeytothebellman,hewillseetoyourbaggage.

2.重点：

1.Theimportantsentencesofthistopic.

2.Listeningandoralpracticeofthistopic.

3、互动设计：

ListeningPractice:

Questionsfordialogue1:

Whatistheguest'sname?

Whattypeofroomdoeshewantandhowmanyroomshashe

reserved?

Whatishisdateofdeparture?

Whatishisroomnumber?

Questionsfordialogue2:

Whattypesofroomsdoesthetourgroupwantandhowmanyof

eachisreservedbythem?

Whenwillthegroupcheckout?

Whenwillthemorningcallbe?

Duringwhattimewillthebreakfastbeserved?

Questionsfordialogue3:

Whatistheguest'sname?

Whattypeofroomsdoesheaskandhowmany?

Whataretheroomnumbers?

Howmuchdocshehavetopay?

Oralpractice:

Situationsofcheckinservice

Situation1

Cues：

接待一位没有预定的散客入住。客人想要一种单人间，不过

已经没有单人问了，提议客人入住双人间，房价只贵20块钱

晚。

Iamsosorry,thereisnosingleroomavailable.Wouldyouliketo

consideradoubleroom.Itisonly20Yuanextraforonenight.

Situation2

Cues：

接待一名有预定的客人入住。客人想要能看到花园淤J安静的

房间。

rdliketohaveaquietroomfacingthegarden.

rdliketohavearoomwhichisveryquietandfacingthebeautiful

garden.

Situation3

Cues：

接待没有预定口勺客人入住，客人是一种家庭，有一种十岁

的小孩。想要一种单人间，一种双人间。提议客人使用一般套

房,会节省200块钱一种晚上。

Iwonderifyou'dconsiderajuniorsuite.Wehavesomeniceones

at900yuanpernight.Thatwillbeasavingof200yuanpernight.

Situation4

Cues：

接待有预定的客人入住，却没有找到客人的预定记录。但由

于尚有空房，直接给客人安排了房间。

IamSony;madam,butIhaven'tgotanyrecordofthat.Have

yougotaletterortelexconfirmingyourbooking?

Situation5

Cues：接待有预定的团体入住。不过实际日勺人数比预定的人数

多。幸好尚有房间，不过不在同一楼层。承诺第二天假如有房

间退出来，会帮转到同一楼层。

Therearemoremembersofyourpartythanwearctold.

Wedohavesomevacantrooms.Buttherearenotonthesame

floor.

Wecanchangeyourroomtothesamefloorifthereisanyroom

available.

Situation6

Cues：

接待没有预定口勺客人，客人想要一间带浴缸的标间。不过

已经没有带浴缸的标间了，问客人与否可以考虑带淋浴的标间。

价格上要廉价二十块钱一晚。

Ifyou'dconsideraTWBroomwithshower.

What,sthedifferenceinprice?Therewouldbeasavingof20

Yuan.

Situation7

Cues：接待没有预定的客人入住。规定客人填写登记表格上

的姓名、护照号、国籍。其他的交给接待员完毕。

Justfillintheregistrationwithyourname;yourpassport

numberandyournationality.Iwilltakecareoftheothers.And

don'tforgettosignyournameatthebottomofthefonn.

Situation8

Cues:接待没有预定日勺客人。让客人填写登记表格时候，提醒

下填写离店时间，客人说不清晰。接线生请客人提前一天告知

离店O

Youforgottofillinthedateofdeparture.

Pleaseletusknowyourdepartureatleastonedayinadvance.

Situation9

cues：接待有预定口勺客人。由于客人比估计的时间提早抵店，

房间还没有准备好一问客人与否介意等2()分钟左右。

Wearetoldthatyouwillbearrivingat2o'clock.Itis12o'

clocknow.Theguesthasnotcheckedout.Iamafraidyourroomis

notreadyyet,wouldyoumindwaiting,please?Weareverysorry

forinconvenience.

Situation10

cues：接待没有预定的客人。临时没有空房，问与否乐意等待。

客人很累了，想快点休息一下。问与否需要帮他推荐酒店。

Iamsorry,alltheroomsaretakenup.Wouldyoupleasewaitfora

moment?

MayIrecommendanotherhotelforyou?/MayIarrangearoomfor

youinnearbyhotel?

Situation11

Cue：接待没有预定的客人。不过没有客人所要口勺双人间了。

问客人与否乐意等待，取消预订或者预定未到是常有的事。此

外，酒店日勺离店时间是12点。12点后来肯定会有合适的房间腾

出来。

Therearecancellationsorno-showsallthetime.Wouldyouliketo

waituntilthen?

Ourcheck-outtimeis12o'clock.Thatwillbesomedoublerooms

vacatedafterthat.

Situation12

Cues:客人有预定，不过估计的抵店时间是下午四点，目前已经

是晚上七点了。已经没有房间了。解释说：由于是非保证类预

定，所有假如没有接到推迟入住登记的告知，预定的房间只能

保留到下午六点。

Becauseyoursisanonguaranteedreservation,thereservation

willbeheldtill6o'clockpm,onlyunlessweareinformedoflate

arrival.

Situation13

Cues：接待有预定的团体入住。由于尚有两位团员没有抵达,

问与否可以保留房间。回答是：由于你们的是保证类预定，就

算客人未到，房间仍可以保留二十四个小时。但费用将由客人

支付。

Sinceyoursisaguaranteedreservation,we'11blocktherooms

for24hoursincaseofno-show.Buttheexpenseisonyourside.

Situation14

Cues：接待老顾客入住。为客人填写登记表格，并让客人签名。

帮客人安排了上次他住过的单间。房间可以看到漂亮的风景。

Wehavearrangedyouthesameroomasyoustayedwithuslas