Foreword: Good morning everybody! Im so glad to see you in the new semester. We will learn New English for Hotel together in this term. I hope everyone can study hard and communicate others with English, lets make progress with each other and you can meet the needs of your job in the future with a fluent English.
There are some differences between College English and hotel English. There are no such new words in hotel English and some sentences can be easily repeated, so you should practice these sentences hardly and can communicate with different people in different situation.
The content of hotel English conclude two parts: one is situational dialogues which about business of different part of a hotel, the other is some theory about this industry. The former is more important than the later. The most important goal is open your mouth to speak and communicate with others.
1.introduce yourself to us ( name、 hometown、 interest)
2.Recalled the good old days during the summer vacation 3.emphrase the importance of English for the hotel service 4.Introduce the semester learning content in this term
Chapter 1 Daily Reception Services
Lesson 1： Reservation Leadinwithquestions:
Haveyoueverreservedaroomtellusyourexperience.Doyouknowthebasicprocedure ofreceivingaroomreservation. Room Reservation
Reservations are an important Front Office function because most guests make
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arrangements in advance of their hotel stay. An effective reservation process can enhance the ability of the Front Office to plan, to coordinate, and to staff Front Office activities.
There are six main steps involved in the reservation process. First, the reservationist receives an inquiry in person, over the phone, in the mail, by fax, or through a central reservation system. Second, the reservationist compares the inquiry with previous reservations to determine the availability of rooms. Third, the reservationist creates a telephone number, the number of people in a guest’s party, the expected time of arrival, and any special requirements. Fourth, the reservationist maintains the reservation record by making any changes or cancellations as needed. Finally, the reservationist produces management reports that summarize daily reservations activities. There are several types of room reservations in our business. For guests who want to be certain that rooms are available upon their arrival, the hotel can arrange a guaranteed reservation. In doing so, guests agree to pay for their rooms even if the rooms are not used. The hotel will hold rooms for guests still check-out time on the day following the expected day of arrival. Otherwise the reservations are non-guaranteed. While there are several types of guaranteed reservations, the most common way is the credit card guaranteed reservations, where the hotel keeps records of the guest’s credit card account number.
The third type is confirmed reservations. It details the intent of both parties and includes the material points of the agreement. If the reservation is made
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earlier enough, the hotel may mail the guest a written confirmation, which the guest is expected to produce at registration.
Hotel may also establish other ways of reservations for their own use, based on criteria such an type of guest or source of reservation. Examples include VIP reservations, convention delegate reservations, travel agent reservations, and paid-in-advance reservations. All these belong to the fourth type—hotel-specific reservations. Teachingaims：
1.practicethestudents listeningability 2.practicethestudents’speakingability
3.letthestudentsmasterthebasicproceduresofreservation Teachingfocus: Basicprocedures: *greetings
*dateofarrivalanddeparture *roomtypes *address
*telephonenumber *conformation. Teachingdifficult *somenewwordsandphrases
*someusefulsentencestranslation Capacity-buildingmethods
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Readingandspeaking. Makingdialogues
Practice
1. ask students to read the dialogue.
2.Have the students practice the dialogue. 3. give the situation to make a dialogue.
(1) You call to a hotel to reserve a room, but the clerk tells you it’s already fully booked. What will you do
(2) Make a call to a hotel to book a room. Be sure to mention your requirements, the date you’ll arrive and the time you expect to stay. Also don’t forget to inquire about the price.
Lesson 2 ：Hotel Information and Location、Room Demands and Facilities Check homework
1.ask two students to read the dialogue 2. ask sb. To translate some sentences.
3 Revise dialogues from Lesson1. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class. rveiew
4. Ask some questions
(1) the basic procedures of reservation. (2) attention points when fully booked. *polite
* make apologize
* give some suggestions. Leadinwithquestions: 1. What is a hotel
At first, an establishment held out by the proprietor as offering food, drink and, if so required, sleeping accommodation.
The hotel of today is a highly organized commercial entity, which consists
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of many departments and there are five most essential divisions namely, the Room Division, the Food & Beverage Division, the Sales & Marketing Division, the Accounting Division and the Maintenance Engineering Division. 2. What services and facilities does a hotel provide
Besides accommodations, food and beverages, such other services as providing modern telecommunication facilities, convention halls and recreation centers, swimming pools, body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and beauty parlors. 3. Why do we say that serving guests is indeed an art
Service is understanding, anticipating and fulfilling needs of others, and doing it graciously and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we say service first and guests foremost. I. Greetingsandintroductionof hotel Information and Location、Room Demands and Facilities II Studythenewwords
Askstudentstoreadthenewwords,andafterlisteningtotheirreading,correcttheirwrongpronunciation. Explaintheusageofsomewordsbyexamples.
III. Introducesomebackgroundinformationand therelatedworkingsituations.
To be able to Know the basic hotel services and amenities
Tell the hotel departments and their duties Use courtesy English when serving guests Publicize the new concept of “ Green Hotel” IV. Explainthetextsandletthestudentstoactthemout
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At last
1. ask students to read the dialogue. 2.Have the students practice the dialogue. 3. give the situation to make a dialogue.
thestudentscanuseexpressionstoplaytherole.Theyshouldsetupmorescenestomakedialoguesandputthesentencesintouse.
Lesson 3 ：Prices and Payments、Checking In、Exchanging Foreign Currencies、Asking the Way、Checking Out Check homework
1.ask two students to read the dialogue 2. ask sb. To translate some sentences.
2 Revise dialogues from Lesson2. Have several pairs, other than the pairs that were chosen in the last lesson to share their dialogues with the class. 1. Learning Goals:
To be able to exchange the foreign currency
Change coins Check out
Know the cashier’s work procedure
to master some words and expressions about check-in, departure,
pay in cash, pay by credict card, check-out time
Teachingfocus:
1．To identify the kinds of foreign currencies, credit cards, cheques and coins 2．exchange money
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3．Change coins
4. What a cashier pays attention to
5. Checking In (Check in is an important function of the Front Office, In this unit, the students should know the information included in registration forms, how to register FITS, how to register groups and how to receiving walk-in guests.)
6. Asking the Way (What will you do when a stranger asks you about the way in your limited time) Practice
Excuse me how can I get to Xidan Shopping Center
You can go there by the No.22 bus and get off at the Xidan stop. The bus stop is just in front of the Bank of Beijing opposite our hotel. Just go out of the hotel and turn left. The travel agency is just about
100 meters down the road.
You can go to Wangfujing Street by taxi. Let me show on the map.
The Forbidden City is to the north of Tian’anmen Square. You can’t miss it.
Lesson 4 ：Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints Check homework
1.ask two students to read the dialogue 2. ask sb. To translate some sentences.
2 Revise dialogues from Lesson3. Have several pairs, other than the pairs that
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were chosen in the last lesson to share their dialogues with the class. Learning Goals:
1. The aim of the class is to get through the related information of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints 2. The requests for the students are to practice the useful expressions of Depositing Goods、Collecting Items、Complaints and Problems、Dealing with Complaints
In this class, I ask Ss to make up some dialogue with their partner. And every student have a chance to give us a proformance. Thus in this way can student try their best to organize their language and take pari in class actively. Teachingfocus:
Step1: learn new words Step2: learn useful sentence Step3: useful conversation Step4: useful paragraph
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