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1原有教学模式教案课程名称：酒店英语听说总素质学分：３总学时：48（理论学时：24；实践学时：24）课程类别：□专业素质教育□非专业素质教育□特殊素质教育□必修□选修□核心素质教育□非核心素质教育任课教师：所属单位：文法与外语学院职称：副教授授课专业：酒店管理授课班级：酒店管理1501班、2UnitOneRoomReservationService章/节题目UnitOneRoomReservationService学时14教学目标1)Befamiliarwiththeformalitiesofmakingreservation;2)BeabletointroducesomeinformationabouttheFrontDepartment;3)Learnhowtomakeareservationfortheguest.教学方法GroupDiscussion；refined-choseninstruction；ListeningandOralpractice；教学内容及进程一、课堂检验（包括提问、讨论、随堂测验等）备注栏：时间安排、教学方法、举例、案例、新增内容填写等1．提问：（1）Whatisthehotel?2．讨论：（1）Whatkindofservicescanyougetifyouliveinahotel?（2）Whatisthemostimportantproductinahotel?（3）Whatistheclassificationofthehotel?（4）AsystemforratinghotelsaccordingtoqualityiswidelyusedinChina.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)Inahotelthetravelercanrestandhasaccesstofoodanddrink.Thehotelmayalsoofferfacilitiesforrecreation,suchasaswimmingpool,agolfcourse,orabeach.(3)Accommodationisthemostimportantserviceinhotel.Alloftheotherservicesaredesignedtoaccommodatethetraveler.(4)Asyouknow,therearemanykindsofhotelsinmodernsociety.Accordingtothegueststheycaterto,thehotelcanbedividedintocommercialhotel,conferencehotel,resorthotel,residentialhotel,economyhotel(budgethotel).(5)AsystemforratinghotelsaccordingtoqualityiswidelyusedinChina.Thissystemputsthetophotelsasthefive-starhotels,3withotherreceivingfromfourtoonestar.Thedifferencebetweenhotelsisthequalityofequipmentandfurnishingsandservicestheyofferarealsoamatterofprimeimportance.(6)WhatistheimportanceofFrontOffice?theFrontOfficeisthemostvisibleareainhotel.Ithasthegreatestamountofguestcontact.It’sthehotel’snervecenterandaliaisonbetweentheguestandthehotel.TheFrontOfficeisthefocusofguestrequestsforinformationandservice.Itistheprofitcenterofroomsales.(7)WhatisthemajorfunctionsofFrontOffice?1)tosellguestrooms2)toprovideservicessuchashandlingmails,telegramsandmessagesforguestsandprovidesomeinformationtoguests.3)tocoordinateguestservices.complaints.4)tochartroomstatusreport.5)tomaintainguestaccounts,determinecredits,renderbills,receivepayments,6)tosettleguestaccounts.And7)toconstructguesthistoryfileforfuturereferences.(8)WhatkindsofsectionsareincludedintheFrontOffice?Reservation;FrontDesk;Concierge;Businesscenter;Telephoneroom;Assistantmanager.(9)Whatarethedifferentwaystomakeareservation?Requestsforreservationsarereceivedatthehotelthroughdifferentmeans-bytelephone,fax,letter,throughtheweborbytheguestinperson.(10)Generallyspeaking,therearetwokindsofreservation,whatarethey?non-guaranteed;guaranteed(11)Whatarethedifferentkindsofguaranteedreservation?Thetypesofguaranteedreservationsare:Creditcardguaranteedreservation-Theguestprovidesthehotelwithacreditcardnumbertoholdtheroom.Prepaymentguaranteedreservation-Guestsmakefullpaymentforthestaypriortoarrival.Advancedepositguaranteedreservation-Aspecificamountofmoneyisrequestedfromtheguestpriortohisarrival.Travelagentguaranteedreservation-Thisreservationismadeandguaranteedbythetravelagent.Thehotelbillstheagentforano-show.Corporateguaranteedreservation-Acorporatecontractguaranteespaymentforno-showtravelersofthatcorporation.(12)Whatkindofinformationshouldbecontainedwhenmakingareservation?Guestname,address,andtelephonenumber.4Arrivaldateandtime,andlengthofstay.Typeandnumberofroomsandforhowmanypeople;Ratequoted;Guaranteemethod.Informationsuchasmethodofpayment,specialrequest(non-smokingroom,handicapped)andthepurposeofguest'svisitishelpfulinsatisfyingtheguest'sneeds.2、重点：(1)Whatkindofinformationshouldbecontainedwhenmakingareservation?(2)Theprocedureofmakingreservation.(3)Howtoconfirmandrevisethereservationfortheguest.(4)Theimportantsentencesofmakingreservation:Importantsentences:importantwords：房型：doubleroom双人间=honeyroom=coupleroom:aroomwithadoublebedoraqueen(king)bedtoaccommodate2adults.Athirdadultsneedsanextrabed.singleroom单人间:Aroomwith1singlebed,strictlyfor1adultonly.Noextrabedsareavailable.standardroom=TWBroom=twinroom:two-bed(ortwin-bedortwosinglebeds)roomwithbathaccomodating2adults,athirdadultrequiresanextrabed.suite[swi:t]n.套房juniorsuite=astandardsuite普通套房luxurysuite=deluxesuite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tripleroom三人间：Aroomwitheither3singlebeds,orIqueenbedand1singlebedtoaccommodate3adults.预定的类型：Non-guaranteedreservation非保证类预定Guaranteedreservation: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公司保证类预定5Thereservationrecordmusthavefollowinginformation:guestname,address,telephonenumberarrivaldateandtime,andthelengthofstaytypeandnumberofroomsandnumberinthepartyratequotedguaranteedmethodinformationsuchasmethodofpayment,specialrequest(non-smokingroom,handicapped)thepurposeoftheguest’svisitimportantsentences:AskingtobeexcusedOnemoment,please,sir(madam).Justamoment,please,sir(madam)Holdonamoment,please,sirCouldyouholdonam