酒店英語會(huì)話（第六版）教案全套 李永生 unit 1 Room Reservations -Unit 15 Handling Problems and Complaints

《酒店英語會(huì)話》教案Unit1RoomReservations【教師姓名】： 課題項(xiàng)目一散客預(yù)訂課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解房間預(yù)訂的基本用語；2.掌握房間類型的英文表達(dá)；能力目標(biāo)能夠周到地幫助客人進(jìn)行房間預(yù)訂德育目標(biāo)培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)重點(diǎn)掌握房間類型的表達(dá)難點(diǎn)使用恰當(dāng)?shù)恼Z言進(jìn)行房間預(yù)訂教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit1RoomReservations項(xiàng)目一散客預(yù)訂教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課幫助客人進(jìn)行房間預(yù)訂前臺(tái)服務(wù)員接待客人Mr.Smith并幫助其預(yù)訂房間在預(yù)訂房間時(shí)，既要核對(duì)客人的姓名、住宿時(shí)間，也需要給客人介紹清楚房間類型和價(jià)格。培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)一、詞匯積累1.reserve/r?'z??v/v.預(yù)訂例句：Thenewproposalwouldcreateareservepoolofcash.這項(xiàng)新的提議將建立一個(gè)現(xiàn)金儲(chǔ)備基金。available/?'ve?l?b?l/adj.可利用的，空閑的例句：I’llcheckifthereareroomsavailableforthosedays.我要查一下那幾天是否有空房間。3.confirm/k?n'f??m/v.確認(rèn)例句：TheytookherresignationfromBendixasconfirmationoftheirsuspicions.他們認(rèn)為她從本迪克斯公司辭職證實(shí)了他們的懷疑。思政元素融入：引導(dǎo)學(xué)生在工作中注意禮貌原則，以禮相待的職業(yè)素質(zhì)。4.contact/?k?nt?kt/v.聯(lián)系,聯(lián)絡(luò)例句：Thereislittlecontactbetweenthetwoorganizations.這兩個(gè)機(jī)構(gòu)相互之間沒有什么聯(lián)系。二、句型積累1.Howtogreettheguestsbeforethereservation如何接待客人（1）Goodmorning.ThisisSunnyHotel.MayIhelpyou?上午好！這是陽光酒店。我能為您做什么嗎？Goodmorning!ThisisMaryfromSunnyHotel.CanIhelpyou?上午好！我是陽光酒店的瑪麗。我能為您做什么嗎？2.Howtointroducetheroomtypes怎樣介紹房間類型Wehaveroomsat$300andat$200perday.我們有每天300美元和200美元的房間。WechargeRMB600foradeluxetwinpernight.雙人豪華房，每間每晚人民幣600元。3.Howtointroducetheroomservicefee怎么幫客人介紹房間費(fèi)用Theprice/rateforaminimumof5roomsis20percentoff.如果起訂5間房，房價(jià)可以享受20％的優(yōu)惠。Weofferspecialratesforyourcompany,sir.Forasingleroom,thereisa15%discount.我們酒店為貴公司提供特價(jià)，先生。單人房可以打8.5折。4.Howtoansweranenquiringaboutthehotelrooms如何回答客人對(duì)預(yù)訂房間的詢問I’msorry,butthereisnodiscount.對(duì)不起，我們不提供折扣。Wehavealreadycutthepriceveryfine.我們已經(jīng)將價(jià)格降至最低限度了。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)介紹房間配置的流程。（1）問候引導(dǎo)（2）詢問預(yù)訂信息（3）介紹房間類型（4）確認(rèn)信息（1）問候引導(dǎo)Goodmorning.ThisisSunnyHotel.MayIhelpyou,sir?（2）詢問預(yù)訂信息Forwhichdate?Forhowmanynights?思政元素融入：在工作過程中體現(xiàn)嚴(yán)謹(jǐn)細(xì)致的工作精神，保持高度的責(zé)任感、專業(yè)素養(yǎng)。教學(xué)內(nèi)容及設(shè)計(jì)（3）介紹房間類型Wehaveadoubleroomat$300andat$160.Whichonewouldyouprefer?（4）確認(rèn)信息I’dliketoconfirmyourreservation.AdoubleroomforthreenightsfromOctober15that$160pernight.Isthatright?四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)迎接客人并介紹房間配置的流程，提煉對(duì)話B中的相關(guān)句型。（1）問候引導(dǎo)GardenHotel.RoomReservations.Goodmorning.（2）詢問預(yù)訂信息Whattypeofroomdoyourequire?Adoubleroomorsingleroom?（3）介紹房間類型AsingleroomisRMB320pernight,adoubleroomisRMB380pernight.（4）確認(rèn)信息Letmereadthatbacktoyou.AsingleroomwithabathroomatRMB320pernightforthreenightsfromWednesday,September18thtoSaturday,September21st.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：reserve;available;confirm;contact;bathroom詞組：FIT(freeindividualtourist);makeareservation;holdtheline/holdon;contactwith…五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheReservationDeskGuest:You’dliketobookadoubleroomfromOctober10thtoOctober12thinthehotel.Receptionist:Youhelptheguestwiththereservation.實(shí)訓(xùn)對(duì)話2:(2)AttheReservationDeskGuest:Youcallthehoteltoreserveastandardroomforfivenights.Receptionist:Youanswerthephoneandmakethereservationfortheguest.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，激發(fā)其作為服務(wù)者和被服務(wù)者的情感共鳴，從而樹立愛崗敬業(yè)的信念。課后反思課題項(xiàng)目二團(tuán)隊(duì)預(yù)訂課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解團(tuán)隊(duì)預(yù)訂的基本用語；2.掌握預(yù)訂折扣的英文表達(dá)；能力目標(biāo)能夠周到地幫助導(dǎo)游或者領(lǐng)隊(duì)預(yù)訂團(tuán)隊(duì)的房間德育目標(biāo)培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)重點(diǎn)掌握預(yù)訂房間的表達(dá)難點(diǎn)使用恰當(dāng)?shù)恼Z言進(jìn)行折扣描述教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit1RoomReservations項(xiàng)目二團(tuán)隊(duì)預(yù)訂教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課幫助導(dǎo)游或者領(lǐng)隊(duì)預(yù)訂團(tuán)隊(duì)的房間前臺(tái)服務(wù)員接待客人Mr.Carter并幫助其團(tuán)隊(duì)預(yù)訂房間在預(yù)訂房間時(shí)，既要核對(duì)團(tuán)隊(duì)的人員數(shù)量、住宿時(shí)間，也需要給客人介紹清楚房間類型和價(jià)格折扣。培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)一、詞匯積累1.delegation/?del??ɡe??n/n.代表團(tuán)例句：ThedelegationwascarryingamessageofthankstoPresidentMubarak.代表團(tuán)向穆巴拉克總統(tǒng)轉(zhuǎn)達(dá)了謝意。corporate/?k??p?r?t/adj.團(tuán)體的，全體的例句：Thelawappliestobothindividualsandcorporatebodies.本法律既適用于個(gè)人也適用于法人團(tuán)體。3.charge/t?ɑ?d?/v.收費(fèi)例句：Evenlocalnurseriescharge￡100aweek...連本地托兒所每星期都要收費(fèi)100英鎊。思政元素融入：引導(dǎo)學(xué)生在工作中注意禮貌原則，以禮相待的職業(yè)素質(zhì)。4.discount/?d?ska?nt/n.折扣例句：They'reofferinga10%discountonallsofasthismonth.本月他們給沙發(fā)售價(jià)統(tǒng)統(tǒng)打九折。二、句型積累1.Expressionswhencheckingtheinformation查詢信息時(shí)的用語Couldyouholdtheline,please?I’llcheckifthereareroomsavailableforthosedays.請(qǐng)別掛電話，我查一下那幾天有沒有空房間。OK,holdon,please.I’llcheckyourreservationinformationfirst.好的，請(qǐng)稍等，我先查一下您的預(yù)訂信息。2.Askingtheteam’sinformation詢問客人的信息Howmanyguestswilltherebeinyourparty?您一行有多少人？Howmanyroomswillyourequire?請(qǐng)問您要訂多少間房呢？Wouldyoupleasecompletethisregistrationform?請(qǐng)您填寫這張登記表好嗎？ShallImakeareservationforyounow?我現(xiàn)在為您預(yù)訂好嗎？Howtoask/answertheroomrate/thepriceoftheroom如何詢問（或回答）房價(jià)Doesthepriceincludebreakfast?這個(gè)價(jià)錢包括早餐嗎？Isthereadiscountforthegroupbooking?團(tuán)隊(duì)預(yù)訂有折扣嗎？三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)介紹房間配置的流程。（1）查詢信息（2）詢問團(tuán)隊(duì)信息（3）詢問房價(jià)等信息（4）確認(rèn)預(yù)訂信息（1）查詢信息Yes,wecanconfirm10roomsforfivedays.（2）詢問團(tuán)隊(duì)信息Bytheway,howwilltheybegettingtoShanghai?Willtheybearrivingbyplane?思政元素融入：在工作過程中體現(xiàn)嚴(yán)謹(jǐn)細(xì)致的工作精神，保持高度的責(zé)任感、專業(yè)素養(yǎng)。教學(xué)內(nèi)容及設(shè)計(jì)（3）詢問房價(jià)等信息Thankyou.Isthereaspecialrateforagroupreservation?（4）確認(rèn)預(yù)訂信息Wehaveaverynicemulti-functionhall,butyou’llhavetospeaktothemanageraboutthat.PleaseholdamomentandI’llseeifIcanputyouthrough.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)迎接客人并介紹房間配置的流程，提煉對(duì)話B中的相關(guān)句型。（1）查詢信息Iwanttobooksomeroomsatyourhotel.Isthereadiscountforcorporatebooking?（2）詢問團(tuán)隊(duì)信息Iwouldneedtoknowhowmanypeoplewillberequiringrooms.（3）詢問房價(jià)等信息It’sthepeakseason,sowecan’tgiveyoutoomuchdiscount.Ifyouwanttobooktheroomsatahigherdiscount,Iwon’tbeabletoassurethatyou’llhavetherooms.（4）確認(rèn)預(yù)訂信息Allright.Pleasecallusassoonaspossibleifyoudecidetobooktherooms.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：delegation;corporate;charge;discount;confirmation詞組：AmericanEducationDelegation;flightnumber;conferencehall;multi-functionhall;put…through五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheReservationDeskGuest:YouareatourguidefromtheInternationalTravelAgencyandyou’dliketoreserve30twin-bedrooms.Receptionist:Youmakethereservationfortheguest.實(shí)訓(xùn)對(duì)話2:(2)AttheReservationDeskGuest:Youareanemployeeofthecompany.You’dliketoreserve10standardroomsforyourcompanyonthephone.Receptionist:Youanswerthephoneandmakethereservationfortheguest.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，激發(fā)其作為服務(wù)者和被服務(wù)者的情感共鳴，從而樹立愛崗敬業(yè)的信念。課后反思課題項(xiàng)目三會(huì)議廳預(yù)訂課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解預(yù)訂會(huì)議廳的基本用語；2.掌握會(huì)議廳價(jià)格的英文表達(dá)；能力目標(biāo)能夠周到地幫助客人預(yù)訂會(huì)議廳德育目標(biāo)培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)重點(diǎn)掌握預(yù)訂會(huì)議廳的表達(dá)難點(diǎn)使用恰當(dāng)?shù)恼Z言進(jìn)行價(jià)格描述教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit1RoomReservations項(xiàng)目三會(huì)議廳預(yù)訂教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課幫助客人預(yù)訂酒店的會(huì)議廳前臺(tái)服務(wù)員接待客人LiMei并幫助其預(yù)訂會(huì)議廳在預(yù)訂會(huì)議廳時(shí)，既要核對(duì)團(tuán)隊(duì)的人員數(shù)量、使用時(shí)間，也需要給客人介紹清楚類型和價(jià)格。培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)一、詞匯積累1.annual/'?nj?l/adj.年度的，每年的例句：Thechairmanofthecompanypresentedtheannualreport.公司董事長提交了年度報(bào)告。2.accommodation/??k?m?'de???n/n.膳宿例句：There'sloadsofcheapaccommodationwithincooeeoftheairport.機(jī)場(chǎng)附近有很多便宜住處。3.participant/pɑ?'t?s?p?nt/n.參會(huì)者，參與者例句：Hehasbeenanactiveparticipantinthediscussion.他一直積極參與這次討論。思政元素融入：引導(dǎo)學(xué)生在工作中注意禮貌原則，培養(yǎng)學(xué)生愛崗敬業(yè)的職業(yè)精神。4.convenient/k?n'vi?nj?nt/adj.方便的例句：Thispaperproposesasimplebutconvenientwayofdesigningandcalculatingtheoptimumassembly.文章給出了一種簡單實(shí)用的滿眼防斜鉆具最優(yōu)組合設(shè)計(jì)和計(jì)算方法。二、句型積累1.Expressionswhencheckingtheinformation查詢信息時(shí)的用語Couldyouholdon,please?I’llcheckiftherearemeetingroomsavailable.請(qǐng)別掛電話，我查一下有沒有空房間。OK,I’llcheckyourcheck-ininformationfirst.好的，我先查一下您的入住信息。2.Askingtheteam’sinformation詢問客人的信息MayIaskwhatsizeconferencehallyouwouldliketobook?請(qǐng)問您要定多大的會(huì)議廳？Howmanydayswouldyouliketoschedule？請(qǐng)問您要訂幾天呢？Howtoask/answertheroomrate/thepriceofthemeetingroom如何詢問（或回答）價(jià)格Wehave10%discountifyoureservethemeetinghallmorethan3days.如果您預(yù)訂會(huì)議室3天以上，享有10%的折扣。Isthereadiscountifwebookthemeetinghallfor3days?預(yù)訂會(huì)議廳3天以上有折扣嗎？三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)介紹房間配置的流程。（1）問候（2）詢問預(yù)訂信息（3）確認(rèn)價(jià)格等信息（1）問候Goodmorning!ThisisMaryfromWestinHotel.CanIhelpyou?（2）詢問預(yù)訂信息Holdon,please.I’llcheckifthereissuchameetinghall.（3）確認(rèn)價(jià)格等信息Well,wehaveameetinghallfor100peopleat$100anhourandonefor120peoplefor$120anhour.Wehave10%discountifyoureservethemeetinghallformorethan3days.YourreservationisfromDecember20thtoDecember22nd.AnythingelseIcandoforyou?思政元素融入：在工作過程中體現(xiàn)嚴(yán)謹(jǐn)、耐心，追求極致的精神。教學(xué)內(nèi)容及設(shè)計(jì)四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)迎接客人并介紹房間配置的流程，提煉對(duì)話B中的相關(guān)句型。（1）問候Hi!Haven’tseenyouforages!Howareyou?（2）詢問預(yù)訂信息Well,waitamoment.Letmecheckthereservationlistandseeifthereisameetingroomavailableatthattime.Wehaveameetingroomfor30peopleandameetingroomfor50peopleavailableatthattime.Whichonedoyouprefer?（3）確認(rèn)價(jià)格等信息$300perhour.Butwehaveadiscountof20%forregularcustomers.Whatdoyouthink?Theyareonly$25pernight,withoutbreakfast.Andit’sveryconvenient,becausetherestaurantisinthesamebuildingasthemeetingrooms.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：annual;accommodation;participant;convenient;詞組：meetinghall;annualmeeting;videochat;forages;heavydemand;provide…with…;waitforamoment五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheReservationDeskGuest:Youareaclerkinthecompanyandyoucallthehoteltoreserveameetinghallwhichcanhold120peoplefor3days.Receptionist:Youanswerthephoneandmakethereservationfortheguest.實(shí)訓(xùn)對(duì)話2:(2)AttheReservationDeskGuest:Youareanemployeeinthecompany.You’dliketoreserveameetinghallwhichcanhold200peopleforthecompany’sannualmeeting.Receptionist:Youmakethereservationfortheguest.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，培養(yǎng)其作為服務(wù)者熱情禮貌、細(xì)致入微的精神面貌，樹立愛崗敬業(yè)的信念。課后反思課題項(xiàng)目四變更預(yù)訂課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解房間預(yù)訂變更的基本用語；2.掌握房間預(yù)訂信息的英文表達(dá)；能力目標(biāo)能夠周到地幫助客人進(jìn)行預(yù)訂變更德育目標(biāo)培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)重點(diǎn)掌握房間預(yù)訂信息的表達(dá)難點(diǎn)使用恰當(dāng)?shù)恼Z言進(jìn)行房間預(yù)訂的變更教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit1RoomReservations項(xiàng)目四變更預(yù)訂教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課幫助客人進(jìn)行房間預(yù)訂前臺(tái)服務(wù)員接待客人Lucy并幫助其進(jìn)行房間預(yù)訂的變更在進(jìn)行預(yù)訂房間變更時(shí)，既要核對(duì)客人的住宿時(shí)間、房間，也需要給客人介紹清楚不同房間的類型和價(jià)格。培養(yǎng)學(xué)生尊重他人，以禮相待的職業(yè)教養(yǎng)一、詞匯積累1.deluxe/d??l?ks/adj.高級(jí)的，豪華的例句：YoubookedtwoluxurydoublesfortheSmiths…您為史密斯先生一家訂了兩間豪華兩人間……。cancel/'k?ns?l/v.取消例句：Nochargewillbemadeifyoucancelwithin10days.如果在10天以內(nèi)取消，不收費(fèi)用。3.upgrade/??p'gre?d/v.提升，升級(jí)例句：Youcanupgradefromself-cateringaccommodationtoahotel.您可以將自理膳食旅店升級(jí)為酒店。4.suite/swi?t/n.套房，一套思政元素融入：引導(dǎo)學(xué)生在工作中注意嚴(yán)謹(jǐn)、敬業(yè)，以禮相待的職業(yè)素質(zhì)。例句：Hehascomposedasuiteofmusicforthefilm.他為該電影配寫了一套樂曲。二、句型積累1.Howtoprovidethereservationinformation如何提供已預(yù)訂信息OK,holdon,please.I’llcheckyourreservationinformationfirst.好的，請(qǐng)稍等，我先查一下您的預(yù)訂信息。2.Howtochangethereservation怎樣變更預(yù)訂（1）It’sforMr.SmithandMrs.Smithandtheirtwochildren.I’vecometochangethereservation.房間是為Smith夫婦及孩子們預(yù)訂的，我想變更預(yù)訂。（2）YoubookedtwodeluxedoublesfortheSmithsfromOctober12thto14th.Howwouldyouliketochangeit?您為Smith夫婦預(yù)訂了10月12日至14日的兩間豪華雙人間。你想怎么更改？3.Howtoconfirmthereservation怎么確認(rèn)變更信息（1）ASpanishsuitefromOctober12thto15thforMr.andMrs.Smith.Isthatcorrect?10月12日至15日為史密斯夫婦準(zhǔn)備的西班牙套房。對(duì)嗎？（2）Thoseareverycheap.Ifyou'reinterestedyou’llneedtobooksoon,becausethere’salwaysaheavydemandforthem.這些房間很便宜。如果你感興趣，你需要盡快預(yù)訂，因?yàn)樾枨罅亢艽蟆Ｈ?、情景練?xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)介紹房間配置的流程。（1）問候引導(dǎo)（2）詢問已有預(yù)訂信息（3）進(jìn)行預(yù)訂信息更改（1）問候引導(dǎo)Goodmorning,madam.MayIhelpyou?（2）詢問已有預(yù)訂信息Goodmorning.I’maclerkfromtheFarEastCompany.I’vebookedtworoomsfromnextMondaytoWednesday.It’sforMr.SmithandMrs.Smithandtheirtwochildren.I’vecometochangethereservation.（3）進(jìn)行預(yù)訂信息更改Mr.Smithhasdecidedtoupgradetoasuite,ifone’savailable.Yes.WedohavesuitesinBritish,French,Spanish,Japaneseandpresidentialstyles.Whichonedoyouprefer?ASpanishsuite,please.TheSmithsareSpaniards.Onemorething,theywanttostayonemoreday,tillThursday.思政元素融入：在工作過程中體現(xiàn)嚴(yán)謹(jǐn)細(xì)致的工作精神，保持高度的責(zé)任感、專業(yè)素養(yǎng)。教學(xué)內(nèi)容及設(shè)計(jì)四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)迎接客人并介紹房間配置的流程，提煉對(duì)話B中的相關(guān)句型。（1）問候引導(dǎo)Goodafternoon.SunnyHotel.WhatcanIdoforyou?（2）詢問已有預(yù)訂信息OK,I’vegotit.

May

I

have

your

name?Lucy

Chen.I’d

like

to

change

my

reservation

from

the7th

of

August

to

the10th

of

August.

（3）進(jìn)行預(yù)訂信息更改Do

you

have

a

double

roomonthatday?

I’ll

check.

There

is

just

one

left.OK.

I’ll

book

this

one.

Thankyouverymuch!2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：deluxe;cancel;upgrade;suite;presidential;Spaniard;詞組：haveacheck;FarEastCompany五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheReservationDeskGuest:Youmadeareservationforthreenightstheotherday,butyou’dliketochangethereservationformOctober5thtoOctober8th.Receptionist:YoucheckifthereisavacantroomonOctober10thandchangethereservationfortheguest.實(shí)訓(xùn)對(duì)話2:(2)AttheReservationDeskGuest:Youbookedadoubleroomfortwonightsandyou’dliketochangethereservation.Receptionist:Youcheckthereservationlistandfindthere’snovacantroomonthatday.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，提高學(xué)生應(yīng)對(duì)狀況、解決問題的能力，從而樹立愛崗敬業(yè)的信念。課后反思《酒店英語會(huì)話》教案Unit2CounterService【教師姓名】： 課題項(xiàng)目一對(duì)已預(yù)定客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待基本禮儀和問候用語；2.掌握核對(duì)客人信息、幫客人辦理入住的常用語；能力目標(biāo)能夠周到地幫助預(yù)定客人辦理相關(guān)手續(xù)德育目標(biāo)培養(yǎng)學(xué)生的職業(yè)歸屬感重點(diǎn)掌握接待預(yù)定客人的流程難點(diǎn)使用恰當(dāng)?shù)恼Z言應(yīng)對(duì)預(yù)定客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit2CounterService項(xiàng)目一對(duì)已預(yù)定客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課Mr.Smith到酒店辦理入住。其預(yù)定的酒店相關(guān)信息如下：預(yù)訂人：Mr.Smith房間類型：單人間預(yù)訂方式：定金1000美元需要客人提供的信息：入住時(shí)間，身份信息等。需要詢問客人其他必要信息：入住時(shí)間，身份信息等。一、詞匯積累1.frontoffice/frontdesk前臺(tái)，總臺(tái)例句：WelcometoYouyiHotel.歡迎光臨友誼酒店。lastname/surname姓例句：Howdoyouspellyourlastname,please?3.fillin/fillout填寫例句：WouldyoupleasefilloutthisformwhileIpreparethekeycardforyou?思政元素融入：引導(dǎo)學(xué)生在工作中注意禮貌禮節(jié)的基本職業(yè)素質(zhì)。4.passportnumber護(hù)照號(hào)例句：Pleaseremembertowritethepassportnumber.二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?MayIhaveyourname,please?（2）Howdoyouspellyourlastname,please?2.Howtoconfirmtheguest’sreservationinformation怎樣確認(rèn)客人的預(yù)訂情況（1）Mr.Green,you’vereservedasingleroom.Isthatright?格林先生，您預(yù)訂了一個(gè)單人間，對(duì)嗎？（2）Yourreservationisforasingleroomforthreenights.您預(yù)訂了一間單人間，住3天。3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說（1）Wouldyoupleasefillintheregistrationcard,Mr.Brown?布朗先生，請(qǐng)?zhí)钜幌氯胱〉怯浛ā＃?）WouldyoupleasefilloutthisformwhileIpreparethekeycardforyou?我為您準(zhǔn)備房卡，請(qǐng)您填寫一下這張表格好嗎？4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說（1）Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.Ihopeyouenjoyyourstayinthehotel.史密斯先生，我讓行李員帶您到房間。希望您住得愉快！（2）Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.這是502房間的房卡，行李員會(huì)帶著您的行李帶您到房間。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)接待已預(yù)定的客人的流程。（1）問候（2）核對(duì)確認(rèn)（3）信息補(bǔ)充（4）辦理手續(xù)（5）引導(dǎo)客人入?。?）問候WelcometoFriendshipHotel.MayIhelpyou?（2）核對(duì)確認(rèn)Yes,wehaveyourreservation.Mr.Smith,asingleroom.Youhavepaid$1000asanadvancedeposit.AmIright?（3）信息補(bǔ)充Youforgottoputinthedateofyourdeparture.Soyouareleavingon…?思政元素融入：在工作過程中滲透“誠信、友善”等社會(huì)主義核心價(jià)值觀。教學(xué)內(nèi)容及設(shè)計(jì)（4）辦理手續(xù)Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulations.Pleasemakesurethatyouhaveitwithyouallthetime.Youneedtoshowitwhensigningforyourmealsanddrinksintherestaurantsandthebars.（5）引導(dǎo)客人入住Andnowifyouareready,Mr.Smith,I’llcallthebellhopandhe’lltakeyoutoyourroom.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)預(yù)定客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問候WelcometoFriendshipHotel.MayIhelpyou,sir?（2）核對(duì)確認(rèn)Yourreservationisforasingleroomforthreenights.Isthatright?（3）信息補(bǔ)充Couldyoufillintheregistrationform,please?MayIreconfirmyourdeparturedate,MrDamon?（4）辦理手續(xù)Howwouldyouliketomakethepayment,incashorbycreditcard?YourroomisNo.546onthefifthfloor.（5）引導(dǎo)客人入住Abellhopwillshowyoutoyourroom.Ihopeyouwillenjoyyourstayhere.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：advance；deposit；departure；regulation；sign；bellhop；reconfirm；passport詞組：passportnumber；reservationrecord；serviceinformationbrochure；swipethecard五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:Youmadeareservationforasingleroomforthreenightsontheotherdayandnowyou’recheckingin.Receptionist:Youhelptheguestwiththeregistrationprocedure.實(shí)訓(xùn)對(duì)話2：(2)AttheFrontDeskGuest:YoureservedadoubleroomontheInternetseveraldaysagoandnowyou’recheckingin.Receptionist:Youhelptheguestcheckin.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：讓學(xué)生轉(zhuǎn)換角色，在調(diào)動(dòng)學(xué)生的學(xué)習(xí)興趣的同時(shí)，激發(fā)其作為服務(wù)者和被服務(wù)者的情感共鳴，從而樹立正確的價(jià)值觀。課后反思課題項(xiàng)目二對(duì)未預(yù)定客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待基本禮儀和問候用語；2.掌握核對(duì)客人信息、幫客人辦理入住的常用語；3.掌握為未預(yù)定客人提供幫助的常用語；能力目標(biāo)能夠周到地為未預(yù)定客人辦理入住或提供幫助德育目標(biāo)培養(yǎng)學(xué)生的職業(yè)認(rèn)同感和責(zé)任感重點(diǎn)掌握為未預(yù)定客人提供幫助的常用語難點(diǎn)使用恰當(dāng)?shù)恼Z言應(yīng)對(duì)未預(yù)定客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit2CounterService項(xiàng)目二對(duì)未預(yù)定客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課Mr.Smith未提前預(yù)約，到酒店辦理入住。其預(yù)定的酒店相關(guān)信息如下：客人姓名：Mr.Smith所需房間類型：單人間需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。需要詢問客人其他必要信息：入住時(shí)間，身份信息等。一、詞匯積累1.occupation職業(yè)例句：MayIknowyouroccupation?請(qǐng)問您的職業(yè)是？思政元素融入：引導(dǎo)學(xué)生在工作中注意基本職業(yè)素質(zhì)。formality正式手續(xù)例句：Nowpleasesignonthebottomrightcornerandthatcompletestheformalities.3.receipt收據(jù)例句：Thisisareceiptforpayinginadvance.Pleasekeepit.4.hesitate猶豫例句：Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetoaskus.二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation?（3）Howlongwouldyouliketostayhere,Mr.Smith?2.Howtohelptheguestsmakechoices怎樣為客人提供解決方案（1）Wehaveasuitewithaveryniceviewofthelakefor$280anight.我們有一間面向湖面的風(fēng)景房，每晚280美元。（2）Letmeseeifthere’saroomavailable.Yes,thereisasingleroomonthe5thfloor.讓我看一下是否還有房間。五樓還有個(gè)單人間。3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說（1）Howwouldyouliketopay,viaAlipayorWeChatPay?您想怎樣付款，支付寶還是微信？（2）MayIhaveyourcreditcard?IwilltakeRMB500forthedeposit.IsthatOK?請(qǐng)給我您的信用卡，我要刷500元作為定金，可以嗎？4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說（1）Hereisyourkeycardwithalltheinformationabouthotelservices,rulesandregulationsonit.這是您的房卡，上面有關(guān)于酒店服務(wù)和規(guī)章制度等信息。（2）Ifyouhaveanyproblemsorrequests,pleasedon’thesitatetotellus.如果您有什么問題和要求，請(qǐng)一定告訴我們。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)接待未預(yù)定的客人的流程。（1）問候（2）溝通房間信息（3）辦理手續(xù)（4）引導(dǎo)客人入?。?）問候WelcometoFriendshipHotel.MayIhelpyou?（2）溝通房間信息I’msorry,madam.Oursingleroomsarefullybooked.However,wedohaveasuitewithaveryniceviewofthelakefor$280anight.Orifyoudon’tmindasmallerroom,Icanofferyouoneat$260anight.思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生愛崗敬業(yè)的職業(yè)責(zé)任感。教學(xué)內(nèi)容及設(shè)計(jì)（3）辦理手續(xù)Hereistheregistrationform.Wouldyoulikemetohelpyouwithit,madam?（4）引導(dǎo)客人入住Hereisyourkey.Yourroomis708.Thatisonthe7thfloor.I’llcallabellhop,andhe’llshowyouuptoyourroom.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)未預(yù)定客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問候Goodafternoon,madam.CanIhelpyou?（2）溝通房間信息Howmanypeoplearethereinyourparty?Waitamoment,please.Letmeseeifthere’saroomavailable.Yes,thereisoneonthe5thfloor.（3）辦理手續(xù)Couldyoufillintheregistrationform,please?CouldIseeyourpassport?（4）引導(dǎo)客人入住Hereisthekeycardto502.Thebellhopwillshowyouupwithyourluggage.2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：occupation；formality；receipt；deposit；valuable；cashier；request；hesitate詞組：awalk-inguest；besoldout；keycard；helpwith；pay…inadvance；safebox；roomrate五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:Youdidn’tmakethereservationbeforeandnowyou’dliketohaveadoubleroomfortwonights.Receptionist:Youcheckthereservationrecordandseeifthereisanyvacantroomleft.Youhelptheguestcheckin.實(shí)訓(xùn)對(duì)話2：AttheFrontDeskGuest:Youareawalk-inguestandyou’dliketohaveasingleroom.Receptionist:Youcheckthereservationlistandfindnovacantroomavailable.Youexplainthistotheguestandaskhimtogoelsewhere.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：通過角色扮演，培養(yǎng)學(xué)生的共情能力和職業(yè)認(rèn)同感。課后反思課題項(xiàng)目三對(duì)團(tuán)隊(duì)客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待團(tuán)隊(duì)客人的基本禮儀和問候用語；2.掌握核對(duì)團(tuán)隊(duì)客人信息、幫客人辦理入住的常用語；3.掌握為團(tuán)隊(duì)客人提供幫助的常用語；能力目標(biāo)能夠全面了解團(tuán)隊(duì)客人的需求并為其辦理入住德育目標(biāo)培養(yǎng)學(xué)生統(tǒng)籌安排事務(wù)的意識(shí)與能力重點(diǎn)掌握為團(tuán)隊(duì)客人提供幫助的常用語難點(diǎn)使用恰當(dāng)?shù)恼Z言應(yīng)對(duì)團(tuán)隊(duì)客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit2CounterService項(xiàng)目三對(duì)團(tuán)隊(duì)客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課到酒店為其旅游團(tuán)客人辦理入住。相關(guān)信息如下：預(yù)定房間數(shù)量：10個(gè)所需房間類型：標(biāo)準(zhǔn)間（男士、女士各5個(gè)標(biāo)準(zhǔn)間）需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。需要詢問團(tuán)隊(duì)客人的具體情況和需求。一、詞匯積累1.schedule安排，計(jì)劃例句：You’rescheduledtocheckouttomorrowmorning.registration登記例句：Ihavecompletedtheregistrationformforyourgroup.3.lobby大廳例句：Wewillstartearly,sopleaseaskthebellhoptotaketheluggagedowntothelobbyasquicklyaspossible.4.buffet自助餐例句：ThebreakfastisabuffetservedintheRoseHallonthesecondfloor.思政元素融入：引導(dǎo)學(xué)生在工作中注意商務(wù)接待禮儀。二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation,madam,please?（3）Pleasewaitamoment.I’llhaveacheck.2.Howtoconfirminformation怎樣確認(rèn)客人信息（1）I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?我想重新確認(rèn)你們住店的時(shí)間安排。你們住的人數(shù)有變化嗎？（2）Wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?我們有你們的預(yù)訂信息。你們計(jì)劃明天上午辦理退房手續(xù)，對(duì)嗎？3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說（1）Wouldyoupleaseshowmeyourpassport?請(qǐng)出示一下您的護(hù)照。（2）Pleasesignhereandwritedownyouraddress.請(qǐng)?jiān)谶@里簽名，寫下您的地址。4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說（1）IfthereisanythingelseIcandoforyou,pleasedon’thesitatetocallme.如果有什么我能效勞的，請(qǐng)盡管給我打電話。（2）Wheneveryouneedanyhelp,pleasedonothesitatetocalltheFrontDesk.Ourservicenumberis00122145.Hereareyourroomkeys.PleasehandthembacktotheReceptionDesktomorrowmorningwhenyoucheckout.Goodnight.如果你們需要幫助，請(qǐng)打前臺(tái)電話，號(hào)碼是00122145。這是你們的房卡。請(qǐng)明天上午辦理退房手續(xù)時(shí)將房卡還給前臺(tái)。晚安！三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)接待團(tuán)隊(duì)客人的流程。（1）問候（2）確認(rèn)團(tuán)隊(duì)客人信息（3）辦理手續(xù)（4）引導(dǎo)客人入?。?）問候WelcometoFriendshipHotel.MayIhelpyou?（2）確認(rèn)團(tuán)隊(duì)客人信息I’msorry,madam.Oursingleroomsarefullybooked.However,wedohaveasuitewithaveryniceviewofthelakefor$280anight.Orifyoudon’tmindasmallerroom,Icanofferyouoneat$260anight.Pleasewaitamoment.(Afterconfirmation)Yes,wehavearecordofyourreservationhere.Itisfortenstandardroomsforthisevening.Andyou’rescheduledtocheckouttomorrowmorning.Isthatright?（3）辦理手續(xù)思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生統(tǒng)籌安排事務(wù)的能力。教學(xué)內(nèi)容及設(shè)計(jì)Yourroomsare701,702,703,704and705forthewomenand801,802,803,804and805forthemen,and706foryou.Wouldyoupleasesignyournamehere?（4）引導(dǎo)客人入住Enjoyyourstayhere.Wheneveryouneedanyhelp,pleasedonothesitatetocallthefrontdesk.Ourservicenumberis011221567.Hereareyourkeycards.Pleasehandthembacktothereceptiondesktomorrowmorningwhenyoucheckout.四、強(qiáng)化學(xué)習(xí)1.學(xué)生根據(jù)團(tuán)隊(duì)客人的入住流程，提煉對(duì)話B中的相關(guān)句型。（1）問候Welcometoourhotel.WhatcanIdoforyou?（2）確認(rèn)團(tuán)隊(duì)客人信息I’dliketoreconfirmtheschedulefortheperiodofyourstay.Isthereanychangeinthenumberofyourgroup?Yourcheck-outtimeisat9:00tomorrowmorning.Hastherebeenanychangeinyourschedule?（3）辦理手續(xù)Wewillarrangeawake-upcallat8:00a.m.Willthatbefine?（4）引導(dǎo)客人入住Ifthere’sanychange,couldyoutelltheFrontDesk,please?2.教師引導(dǎo)學(xué)生進(jìn)行合作學(xué)習(xí)，完成對(duì)話B的讀記。3.總結(jié)對(duì)話A和對(duì)話B中的單詞和句型。單詞：schedule；registration；lobby；buffet；voucher；hesitate；arrange詞組：confirmmessage；havearecordof；check-out；wake-upcall；breakfastvoucher/breakfastcoupon；pickup五、實(shí)訓(xùn)對(duì)話1.總結(jié)對(duì)話A和對(duì)話B中的常用單詞和句型。2.以對(duì)話A和B為基礎(chǔ)，進(jìn)行實(shí)訓(xùn)對(duì)話。學(xué)生根據(jù)實(shí)訓(xùn)情景，充分使用所學(xué)句型和單詞進(jìn)行模擬對(duì)話。實(shí)訓(xùn)對(duì)話1:(1)AttheFrontDeskGuest:You’reatourguideandyouandyourtourgrouparecheckingin.Receptionist:Youhelpthemcheckin.實(shí)訓(xùn)對(duì)話2：(2)AttheFrontDeskGuest:Youareanemployeeofthecompanyandyouandyourcolleaguesarecheckingin.Receptionist:Youhelpthemcheckin.3.教師選取兩個(gè)小組進(jìn)行模擬練習(xí)，結(jié)合實(shí)訓(xùn)效果，進(jìn)行點(diǎn)評(píng)。六、練習(xí)作業(yè)根據(jù)所學(xué)內(nèi)容，補(bǔ)充單元中練習(xí)部分的句子對(duì)話。思政元素融入：通過角色扮演，培養(yǎng)學(xué)生的團(tuán)隊(duì)合作意識(shí)。課后反思課題項(xiàng)目四對(duì)特殊客人的接待課時(shí)2課型新授教學(xué)目標(biāo)知識(shí)目標(biāo)1.了解前臺(tái)接待特殊客人的基本禮儀和問候用語；2.掌握與客人溝通，了解其要求的常用語；3.掌握為特殊客人提供幫助的常用語；能力目標(biāo)能夠全面了解特殊客人的需求并為其辦理入住德育目標(biāo)培養(yǎng)學(xué)生心細(xì)的品質(zhì)和周到的服務(wù)態(tài)度重點(diǎn)掌握為特殊客人提供幫助的常用語難點(diǎn)使用恰當(dāng)?shù)恼Z言應(yīng)對(duì)特殊客人的入住需求教法情景教學(xué)法、項(xiàng)目教學(xué)法學(xué)法合作學(xué)習(xí)法板書設(shè)計(jì)Unit2CounterService項(xiàng)目四對(duì)特殊客人的接待教學(xué)內(nèi)容及設(shè)計(jì)情景教學(xué)、導(dǎo)入新課到酒店辦理入住。相關(guān)信息如下：預(yù)定房間數(shù)量：1個(gè)所需房間類型：標(biāo)準(zhǔn)間客人情況：入住女士需靠輪椅出行需要客人提供的信息：入住需求，入住時(shí)間，身份信息等。一、詞匯積累1.procedure手續(xù)，程序例句：I’llreturnthemtoyourightawayafterthecheck-inprocedure.思政元素融入：引導(dǎo)學(xué)生在工作中用細(xì)心、周到的態(tài)度提供服務(wù)。coupon贈(zèng)劵例句：Hereisyourroomkeyandthebreakfastcoupon.Wouldyoupleasesignhere?二、句型積累1.Howtoinquiretheguestsofhisreservationinformation怎樣詢問客人的預(yù)訂信息（1）Haveyoumadeareservation,sir?（2）Doyouhaveareservation,madam,please?（3）Pleasewaitamoment.I’llhaveacheck.2.Howtoconfirminformation怎樣確認(rèn)客人信息（1）Yes,wehaveareservation.Yousaidonthephonethatyou’dlikearoomwithabalcony.Isthatright?是的，我們有您的預(yù)定信息。您在電話上說您想要一間帶陽臺(tái)的房間。對(duì)嗎？（2）Wehaveareservation.Yousaidyoualwayshavealightsleepatnight,soyouwouldliketohaveaquietroom.AmIright?是的，我們有您的預(yù)定信息。您說您經(jīng)常睡眠很輕，所以需要一個(gè)安靜的房間。對(duì)嗎？3.Howtohelptheguestcheckin幫客人辦理入住手續(xù)時(shí)怎么說（1）Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.請(qǐng)您把護(hù)照和信用卡給我，辦完手續(xù)后我就還給您。（2）Pleasesignhereandwritedownyouraddress.請(qǐng)?jiān)谶@里簽名，寫下您的地址。4.Whattosayafterfinishingthecheck-inprocedure辦完入住手續(xù)后怎么說（1）Hereareyourcouponsforbreakfastandlunch。這是您的早餐和午餐劵。（2）Ifthere’sanychange,couldyoutelltheFrontDesk,please?有任何變化，請(qǐng)告訴前臺(tái)。三、情景練習(xí)1.根據(jù)項(xiàng)目描述和要求，學(xué)生小組合作，依據(jù)情景和所給句型，自編對(duì)話。2.教師點(diǎn)評(píng)學(xué)生對(duì)話。3.師生進(jìn)行對(duì)話A的學(xué)習(xí)。4.通過學(xué)習(xí)，總結(jié)接待特殊客人的流程。（1）問候（2）確認(rèn)客人信息（3）辦理手續(xù)（4）引導(dǎo)客人入住（1）問候WelcometoFriendshipHotel.MayIhelpyou?（2）確認(rèn)客人信息Wehavekeptthespecialdoubleroomforyou.PleasewaitamomentandI’llhelpyouwiththecheck-inprocedure.（3）辦理手續(xù)Wouldyoupleasegivemeyourpassportandcreditcard?I’llreturnthemtoyourightawayafterthecheck-inprocedure.Howmanydayswouldyouliketostaythistime?思政元素融入：在工作任務(wù)中培養(yǎng)學(xué)生細(xì)心、周到的職業(yè)素養(yǎng)。教學(xué)內(nèi)容及設(shè)計(jì)（4）引導(dǎo)客人入住Hereareyourpassportandcreditcard.Youcangouptotheroomnow