Unit 2-1 Checking in at the Hotel（教案）-《旅游情境英语》（高教版·第二版）

Unit 2 Checking in at the Hotel 教材名称 《旅游情景英语》（第二版）（高等教育出版社） 教学主题 Unit 2 Checking in at the Hotel 本单元围绕前厅接待服务展开话题。让学生掌握旅游饭店为团队和散客提供预订、入住登记等服务的操作规程。通过本单元的学习，学生不仅能用得体的英语语言对自己和他人进行介绍，还能将教学内容与职业岗位需要的技能、知识、素质有机整合。 课时 7学时，其中3个学时为新知识探究(Theoretical Lessons),4个学时为实践演练（Practical Lessons）。 学情分析 教学对象是旅游服务与管理专业的学生，有一定的英语和专业基础，但中专学生学习英语的兴趣不高，英语学习缺乏主动性。学生被动学习现象严重，不愿张口练习英语，因此口语交际能力很难得到更大的提高，举一反三的思维迁移学习能力也很难得到有效培养。但通过将教学内容与职业岗位需要的技能、知识、素质有机整合实现以胜任职业岗位为基础的教育，学生也乐于参与课堂。 Part one （第1、2课时） 一、教学内容 Pre-class Work Warming Up Language Focus Key Words and Phrases Situational Conversations Conversation 1 Practice Extending Conclusion 二、教学目标分析 1.知识与技能目标 （1）学生正确认读并熟记Key words and phrases； （2）学生能够熟练地运用 Key words and phrases； （3）学习并掌握Conversation 1 2.过程与方法目标 （1）培养学生运用英语的能力，并能顺利完成相关练习； （2）使学生掌握旅游饭店团队及散客预订服务程序，并能独立、规范的进行操作和对客服务； （3）通过小组团队协作，培养学生自主探究、合作学习的能力。 3.情感、态度与价值观目标 通过本次课学习能激发学生英语学习兴趣，提升职业素养，实现以胜任职业岗位为基础的教育。为学生毕业后实现高质量就业创业、进一步学习深造打好基础。 三、教学重点与难点分析 （一）教学重点： 1.掌握并能够熟练运用 Key words and phrases hotel, mobile payment, self-service kiosk, passport, concierge, receptionist, tariff, room tariff, local guide, cashier, accommodate, standard, standard room, confirm 2.学习并掌握Situational Conversations: Conversation 1 （二）教学难点： 掌握并能够熟练运用以下句型： 1. Good evening. 2. We have booked seven standard rooms in your hotel. 3. Would you sign your name on the registration form? 4. Could you show me your passport please? 5. I’d like to confirm your departure date. 6. Our bellman will show you to your rooms. 四、教学策略 1．教学方法 采用Krashen的输入和Swain的输出教学理论，运用情景境教学法、角色扮演法和任务型驱动教学法。 2．学习方法 合作探究、自主学习、小组合作法、头脑风暴和实战演练法。 五、教学环境和教学准备 利用实训室虚实融合的教学环境，采用多媒体课件、多媒体教学设备授课。 六、教学过程 （一）Pre-class Work课前导学 教师活动：课前要求课下预习How to receive guests at the front desk? And how to offer check-in service for guests? 设置问题： 1. How does a travel agency make a room reservation? 2. How does a receptionist receive a foreign guest who would like to check in? 3. As a front office staff, what should you get ready beforehand when you are going to receive a tour group at front desk? 学生活动：学生根据预习导学案，采用合作探究、自主学习、小组合作法上网查询、收集整理上课相关信息。 通过小组内自评、小组间互评、教师评定择优，以小组为单位学生在课前五分钟展示预习成果。 1. When you receive a checking-in guest, it’s very important to understand the demand of him/her: How many rooms would you like to book? Which date would you like to book and how long will the guests be staying? You reserved a standard room by “Ctrip”for one night. Will that be all right? Would you show me your passport please? How would you like to pay? 2.About bargaining: What’s the rate for them? 788 RMB per night for a standard room and 688 RMB for a single room. Yes, we can offer you a 25 % discount. 3. The guests usually make a room reservation by telephone, by the internet, by sending fax, by sending letter or e-mail and by interview and so on. The most popular way: by telephone, by the internet, by sending fax Fashionable way: by the internet 4. About the ways of offering check-in service: The hotel offers check-in service for the guests at the reception desk or at the self-service kiosk. 5. The Front Office is regarded as the shop window of the hotel but also of the hospitality industry. The guest’s first and last impression of the hotel’s operation and management is formed there. The Front Office staff should coordinate with the tour guide and provide efficient and excellent services to the guests （二）Lead-in导入或Warming Up热身 教师活动： 教师根据学生展示成果及课件图片，引领学生探求缘由提出关于前厅登记入住服务的问题，进一步解析问题： As a front office staff, what should you get ready beforehand when you are going to receive a tour group at front desk? 学生活动：配合课件导入探究新知环节词汇的学习：mobile payment, passport, concierge, receptionist, room tariff, self-service kiosk （三）探究新知 教师活动：采用Krashen的输入教学理论，运用任务型驱动教学法，结合导入环节深入解析。 教师与学生互动学习： 1. Main Words &Expressions hotel, mobile payment, self-service kiosk, passport, concierge, receptionist, tariff, room tariff, local guide, cashier, accommodate, standard, standard room, confirm hotel /həʊˈtel/ n. 宾馆，酒店 mobile payment 移动支付 self-service kiosk 自助服务台/亭 passport /ˈpɑːspɔːt/ n. 护照 concierge /ˈkɒnsieəʒ/ n. 首席礼宾司；星级酒店金钥匙 receptionist /rɪ'sepʃənɪst/ n. （前台）接待员 tariff /ˈtærɪf/ 价格表，关税 room tariff 房价表 local guide 地陪 cashier /kæ'ʃɪə/ n. 出纳员；收银员 accommodate /ə'kɒmədeɪt/ vt. 容纳；提供住宿（或膳宿、座位等） standard /ˈstændəd/ adj. 标准的 n. 标准 standard room 标间，标准房 confirm /kənˈfəːm/ vt. 确认；证实 例如：Please confirm your order. 2. Situational Conversations 教师采用Krashen的输入和Swain的输出教学理论，根据教学内容的内在要求,运用情景境教学法、任务型驱动教学法，引领学生采用头脑风暴和小组探究学习法运用所学的词汇开展情景模拟旅游饭店团队订房，并通过小组内评、小组间互评、教师择优评比学习效果，提高课堂教学效率，促进教与学。 Conversation 1 Check-in service for a tour group At the reception desk of LEE ROYAL HOTEL MUDU, a local guide (B) is talking with the receptionist (A) to make sure that all her guests are well accommodated. A: Good evening. Welcome to LEE ROYAL HOTEL MUDU. Can I help you? B: Good evening. My name is Chen Meng. I’m the local guide from China International Tour Service (CITS), Luoyang Branch. We have booked seven standard rooms in your hotel. A: Please wait a moment. I’ll check. (A moment later) A: Yes. Your travel agency has booked seven standard rooms for a group of 14. This group will stay for two nights. Everything is OK. Is that right, madam? B: Correct. A: Good. Could you show me your passport please? B: All right. (Chen Meng collects the passports of the tourists and gives them to the receptionist. ) B: Here you are. A: I’d like to confirm your departure date. Your group will leave on May 3rd , right? B: Yes. A: Thank you. And here are the room keys and cards. Our bellman will show you to your rooms. We hope you have a good stay in our hotel. B: Thanks. Notes 1. local guide 地陪导游。注：在旅游过程中，一般由地接社派出的地陪负责安排住宿。地陪带团在饭店前台取房时需自报家门，并出示导游证、预订确认件和带团计划书。 2. Your travel agency has booked seven standard rooms for a group of 14. This group will stay for two nights. 你们旅行社预订了7间团队房，一行共14人，住两晚。注：前台接待员在团队入住登记前应与导游认真核对团队人数、用房数量、类型和时间，尽量满足客人需求。 3. I’d like to confirm your departure date. Your group will leave on May 3rd, right? 我想和您确认一下团队的离店日期。贵社的团队将于5月3日退房，请问正确吗？注：在旺季，饭店为避免出现用房纠纷，需在团队入住登记时向导游再次确认退房日期。 4. After you hand out the room keys and cards, our bellman will show you to your rooms. 分发完房卡和钥匙后，行李生会带你们到房间。 Useful Expressions 1. Good evening. 晚上好！ 2. We have booked seven standard rooms in your hotel. 我们预订了七间标准房。 3. Would you sign your name on the registration form? 请您在入住登记表上签名好吗？ 4. Could you show me your passport please? 请你们出示一下护照好吗？ 5. I’d like to confirm your departure date. 我想和您确认一下团队的离店日期。 6. Our bellman will show you to your rooms. 行李生将会带你们到房间。 教师引领学生在模拟旅行社团队预订服务情景中学习新知、认知体会、理解吸收,进而掌握有关旅游饭店前厅部员工作职责的知识。 （四）实战与巩固 教师设置问题和场境。 学生采用合作探究、自主学习法，运用所学知识，模拟实际工作场境，实战演练达到理解、巩固所学内容，实现与岗位知识对接，提升职业能力。 教师通过小组内自评、小组间互评、教师检查来落实学生知识掌握程度，把握学生课堂学习效果。 Task 1: Role-play Act out the play with your partner according to the following scenes with the given sentence patterns. 1. Useful Expressions (1) Good morning/afternoon/evening. (2) We/I booked …. in your hotel. (3) Will you please fill in the registration form? (4) Could you show me your passport please? (5) I’d like to confirm your departure date. (6) Our bellman will show you to your rooms. (7) I’d like to change …. into RMB. (8) According to today’s exchange rate, 100 …. in cash comes to …. Yuan RMB. (9) It totals …. Yuan RMB at today’s rate. (10) Please check it. 2. Scenario description and pictures Scenario 1 You’re a local guide and leading a tour group of 24 persons to check in at the reception desk of Jinling Hotel. 教师引领学生在模拟旅游饭店团队入住登记服务的情景中学习新知、认知体会、理解吸收,进而掌握有关导游员和饭店前厅服务员工作职责的知识。 Task 2: Complete the following dialogues in English. Ⅰ. A: the Local Guide, Wang Yan B: the receptionist A:______1________ （晚上好！）Welcome to Jianguo Hotel. Can I help you? B: Good evening. My name is Wang Yan. I’m the local guide from China International Tour Service (CITS), Beijing Branch. ________2___________（我们预订了十间标准房）. A: Please wait a moment. I’ll check. (A moment later) A: Yes. Your travel agency has booked nine standard rooms for a group of 20. This group will stay for three nights. Everything is OK. _______3_________（对吗，女士）？ B: Correct. A: Good. ____________4______________（请你们出示一下护照好吗？） B: All right. (Wang Yan collects the passports of the tourists and gives them to the receptions. ) B: Here you are. A: ____________5____________（我想和您确认一下团队的离店日期）. Your group will leave on October 5th , right? B: Yes. A: Thank you. And here are the room keys and cards. ___________6_________（行李生将会带你们到房间）. We hope you have a good stay in our hotel. B: Thanks. Ⅱ. A: the cashier B: Miss Smith A: Good morning, madam. What can I do for you? B: Yes. ___________1____________（我想把200欧元兑换成人民币）. A: Certainly, madam. __________2___________（根据今天的外汇牌价，100欧元可以兑换783.59元人民币）. Could you fill out this exchange memo and show me your passport, please? B: I see. …Here you are. A: Thank you, Miss Smith. You would like to change 200 EUR into RMB. Is that right? B: Yes, that’s right. A: Wait a moment, please. I’ll calculate that for you. (A moment later) A: Thank you for waiting, madam. ___________3__________（根据今天的汇率，兑换人民币共计1567.18元）. And here is your passport________________（请核对一下）. B: Thank you. A: My pleasure. Have a good day, madam. （五）探索与挑战 本模块内容是提升学生职业能力的开放性活动，是本次课知识的延伸和扩展，授课时教师可酌情引导。教师可设置前厅入住登记服务的情景导学，引领学生课下探索前厅团队、散客入住登记服务的饭店基本工作技能，提升职业素养。 此环节探索内容在下次课的导学环节展示。 1. What should a receptionist do when he or she is receiving an individual guest who would like to check in? 2. What should a receptionist do when he or she is receiving a tour group who would like to check in? （六）小结巩固 知识梳理：本单元学习饭店前厅登记入住服务等基本知识。掌握Key words and phrases和Conversation 1。让学生正确认识前厅部是酒店树立对外形象的窗口，被称为窗口行业的“窗口”。是给客人留下第一印象和最终印象的地方。前厅部员工配合团队导游，优质高效地为客人办理好入住登记手续，提供综合服务。 （七）布置作业 1.完成本课练习Exercises。 2.小组合作探究、预习探索与挑战环节中的 (1) What should a receptionist do when he or she is receiving an individual guest who would like to check in? (2) What should a receptionist do when he or she is receiving a tour group who would like to check in? 七、学生课堂效能自我评价 小组综合考核结果和学生自己的反馈情况，教师给予评定。从中查找教与学中的薄弱环节，及时调整，加强练习。 八、教学反思 教学以学生为中心，通过创设情境，仿真模拟训练，将比较枯燥的知识以灵活动态的形式呈现在学生面前，教学环节中采用过程性评估体系以小组自评、小组互评、教师测评等评价手段让学生学会如何自我反思，如何点评他人，在互动中体会与成长，极大调动学生的学习积极性和主动性。同时，让学生在学习、训练的过程中，学会旅游饭店前厅接待服务基本工作技能，提升职业素养。充分体现“做中学，做中教”、“做、学、做”一体化的职业教育教学特色。 8 学科网（北京）股份有限公司 $$