旅游酒店英語教案-文庫吧
2025-04-02 01:59 本頁面
【正文】 call, long distance call and international call. There is a minimum charge of first three minutes for Domestic Direct Dial but not for International Direct Dial. Ⅳ Reading ComprehensionText A: 翻譯Text B: (1) Differentiate a mobile phone and a portable phone. (2) Why cell phone can be used in different countries?(3) Estimate the effect of digital camera in cell phone. Ⅴ Exercises and summary 本單元重點:接聽電話后的正確操作方式本單元難點：叫早電話教學方法：講授Unit 4 Complaint教學目的和要求：要求學生掌握應對客人投訴或抱怨的方法，以及處理措施。教學基本內(nèi)容：Ⅰ Listening Comprehension 聽力對話重點句型聽力Ⅱ Useful Expressions投訴處理程序處理投訴的注意事項Ⅲ Situational Dialogue(1) Mrs. Brown plain that the hot water is not as hot as she expected. Try to deal with it.(2) Mr. Green is very unhappy with the restaurant service in the hotel. The manager is handling the plaint. Ⅳ Reading ComprehensionText A: (1) If you are an employee, what is your attitude toward the customer plaints?(2) If you are the manager, what is your attitude toward the customer plaints?(3) If you are the owner of the hotel, what is your attitude toward the customer plaints?(4) How to manage customer plaints?Text B: (1) Classify all the plaints in Poor Service. Try to resolves these problems.(2) Should we inform guests some problems about the room when they make a reservation. Ⅴ Exercises and summary 本單元重點:應對客人投訴的方法本單元難點：如何舒緩客人情緒教學方法：講授Unit 5 Checkout教學目的和要求：要求學生能夠使用英語完成對客人離店退宿的服務。教學基本內(nèi)容：Ⅰ Listening Comprehension 聽力對話重點句型聽力Ⅱ Useful Expressions結賬退宿的操作流程賬單上常見的縮寫Ⅲ Situational Dialogue(1) Mrs. Smith is in Room 2210 and she is checking out. Her bill is ￥1250. She wants to settle the bill with cash. You find that the cash is not RMB or USD but HKD. As the hotel regulation, HKD is not accepting. Try to help her to check out. (2) Miss Chen has stayed in the hotel for 4 days and she is going to check out. She finds that if she reserved by Ctrip she could get 15% discount. Now she requires the discount. But you find that she made the reservation by telephone. Try to deal with this problem. Ⅳ Reading ComprehensionText A: (1) What is account?(2) What is folio?(3) Differentiate account from folio. Ⅴ Exercises and summary 本單元重點:離店退宿的流程本單元難點：前臺財務管理教學方法：講授Unit 6 Housekeeping教學目的和要求：要求學生了解客房部的常見服務及應對措施。教學基本內(nèi)容：Ⅰ Listening Comprehension聽力對話重點句型聽力 Ⅱ Useful Expressions客房部部結構客房迎賓服務客房清理服務的注意事項客房設施詞匯Ⅲ Situational Dialogue(1) The bell man greets and
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