旅游酒店英語(yǔ)教案-文庫(kù)吧
2025-04-02 01:59 本頁(yè)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(diǎn):接聽電話后的正確操作方式本單元難點(diǎn)：叫早電話教學(xué)方法：講授Unit 4 Complaint教學(xué)目的和要求：要求學(xué)生掌握應(yīng)對(duì)客人投訴或抱怨的方法，以及處理措施。教學(xué)基本內(nèi)容：Ⅰ Listening Comprehension 聽力對(duì)話重點(diǎn)句型聽力Ⅱ Useful Expressions投訴處理程序處理投訴的注意事項(xiàng)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(diǎn):應(yīng)對(duì)客人投訴的方法本單元難點(diǎn)：如何舒緩客人情緒教學(xué)方法：講授Unit 5 Checkout教學(xué)目的和要求：要求學(xué)生能夠使用英語(yǔ)完成對(duì)客人離店退宿的服務(wù)。教學(xué)基本內(nèi)容：Ⅰ Listening Comprehension 聽力對(duì)話重點(diǎn)句型聽力Ⅱ Useful Expressions結(jié)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(diǎn):離店退宿的流程本單元難點(diǎn)：前臺(tái)財(cái)務(wù)管理教學(xué)方法：講授Unit 6 Housekeeping教學(xué)目的和要求：要求學(xué)生了解客房部的常見服務(wù)及應(yīng)對(duì)措施。教學(xué)基本內(nèi)容：Ⅰ Listening Comprehension聽力對(duì)話重點(diǎn)句型聽力 Ⅱ Useful Expressions客房部部結(jié)構(gòu)客房迎賓服務(wù)客房清理服務(wù)的注意事項(xiàng)客房設(shè)施詞匯Ⅲ Situational Dialogue(1) The bell man greets and
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