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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： 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 、Unit One Room Reservation Service章/节题目Unit One Room Reservation Service学 时14教学目标1) Be familiar with the formalities of making reservation;
2、2) Be able to introduce some information about the Front Department ;3) Learn how to make a reservation for the guest.教学方法Group Discussion；refined-chosen instruction；Listening and Oral practice；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）What is the hotel?2 讨论：（1）What kind of serv
3、ices can you get if you live in a hotel?（2）What is the most important product in a hotel?（3）What is the classification of the hotel?（4）A system for rating hotels according to quality is widely used in China. Can you describe it?二、精讲内容（包括要点、重点、难点；互动设计；板书设计）1、要点： (1) A hotel is a temporary home for pe
4、ople who are traveling. (2) In a hotel the traveler can rest and has access to food and drink.The hotel may also offer facilities for recreation, such as a swimming pool, a golf course, or a beach. (3)Accommodation is the most important service in hotel. All of the other services are designed to acc
5、ommodate the traveler. (4)As you know, there are many kinds of hotels in modern society. According to the guests they cater to, the hotel can be divided into commercial hotel, conference hotel, resort hotel, residential hotel, economy hotel(budget hotel). (5) A system for rating hotels according to
6、quality is widely used in China. This system puts the top hotels as the five-star hotels, with other receiving from four to one star. The difference between hotels is the quality of equipment and furnishings and services they offer are also a matter of prime importance. (6)What is the importance of
7、Front Office? the Front Office is the most visible area in hotel. It has the greatest amount of guest contact. Its the hotels nerve center and a liaison between the guest and the hotel. The Front Office is the focus of guest requests for information and service .It is the profit center of room sales
8、.(7) What is the major functions of Front Office?1) to sell guest rooms 2) to provide services such as handling mails, telegrams and messages for guests and provide some information to guests. 3) to coordinate guest services. complaints. 4) to chart room status report. 5) to maintain guest accounts,
9、 determine credits, render bills, receive payments, 6) to settle guest accounts. And 7) to construct guest history file for future references.(8) What kinds of sections are included in the Front Office?Reservation;Front Desk;Concierge;Business center;Telephone room;Assistant manager.(9) What are the
10、 different ways to make a reservation? Requests for reservations are received at the hotel through different means - by telephone, fax, letter, through the web or by the guest in person.(10) Generally speaking, there are two kinds of reservation, what are they? non-guaranteed ;guaranteed(11) What ar
11、e the different kinds of guaranteed reservation? The types of guaranteed reservations are: Credit card guaranteed reservation - The guest provides the hotel with a credit card number to hold the room. Prepayment guaranteed reservation - Guests make full payment for the stay prior to arrival.Advance
12、deposit guaranteed reservation - A specific amount of money is requested from the guest prior to his arrival. Travel agent guaranteed reservation - This reservation is made and guaranteed by the travel agent. The hotel bills the agent for a no-show. Corporate guaranteed reservation - A corporate con
13、tract guarantees payment for no-show travelers of that corporation.(12) What kind of information should be contained when making a reservation? Guest name, address, and telephone number. Arrival date and time, and length of stay.Type and number of rooms and for how many people; Rate quoted; Guarante
14、e method. Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guests visit is helpful in satisfying the guests needs.2、 重点： (1) What kind of information should be contained when making a reservation? (2) The procedure of making reservation. (3) H
15、ow to confirm and revise the reservation for the guest. (4) The important sentences of making reservation:Important sentences:important words：房型：double room 双人间=honey room= couple room: a room with a double bed or a queen(king) bed to accommodate 2 adults. A third adults needs an extra bed. single room 单人间 :A room with 1
