2021年1月23日发(作者：油耗仪)
Foreword:
Good morning everybody! Im so glad to see you in the new semester. We will
learn New English for Hotel together in
this term. I hope everyone can
study hard and
communicate others with English, lets make progress with each other and you can meet
the needs of your job in the future with a fluent English.


There
are
some
differences
between
College
English
and
hotel
English.
There
are
no
such
new
words
in
hotel
English
and
some
sentences
can
be
easily
repeated,
so
you
should
practice
these
sentences
hardly
and
can
communicate
with
different
people
in
different situation.

The content of hotel English conclude two parts: one is situational dialogues which about
business
of
different
part
of
a
hotel,
the
other
is
some
theory
about
this
industry.
The
former is more important than the later. The most important goal is open your mouth to
speak and communicate with others.

uce yourself to us ( name
、
hometown
、
interest)
ed the good old days during the summer vacation
se the importance of English for the hotel service
uce the semester learning content in this term

Chapter 1 Daily Reception Services
Lesson 1
：

Reservation

Lead in with questions:
Have you ever reserved a room ? tell us your experience. Do you know the basic proced
ure
of receiving a room reservation.?
Room Reservation
Reservations
are
an
important
Front
Office
function
because
most
guests
make
arrangements
in
advance
of
their
hotel
stay.
An
effective
reservation
process
can
enhance
the
ability
of
the
Front
Office
to
plan,
to
coordinate,
and
to
staff
Front
Office
activities.
There
are
six
main
steps
involved
in
the
reservation
process.
First,
the
reservationist
receives an inquiry in person, over the
phone, in
the
mail, by
fax, or through a
central
reservation
system.
Second,
the
reservationist
compares
the
inquiry
with
previous
reservations
to
determine
the
availability
of
rooms.
Third,
the
reservationist
creates
a
telephone number, the number of people in a guest
’
s party, the expected time of arrival,
and any special requirements. Fourth, the reservationist maintains the reservation record
by making any changes or cancellations as needed. Finally, the reservationist produces
management reports that summarize daily reservations activities.
There are several types of room reservations in our business. For guests who want to be
certain
that rooms are available upon
their arrival, the
hotel can
arrange
a
guaranteed
reservation. In doing so, guests agree to pay for their rooms even if the rooms are not
used. The hotel will hold rooms for guests still check-out time
on
the
day
following the
expected day of arrival. Otherwise the reservations are non- guaranteed. While there are
several
types
of
guaranteed
reservations,
the
most
common
way
is
the
credit
card
guaranteed reservations, where the hotel keeps records of the guest
’
s credit card account
number.
The third type is confirmed reservations. It details the intent of both parties and includes
the material points of the agreement. If the reservation is made earlier enough, the hotel
may
mail
the
guest
a
written
confirmation,
which
the
guest
is
expected
to
produce
at
registration.
Hotel may also establish other ways of reservations for their own use, based on criteria
such
an
type
of
guest
or
source
of
reservation.
Examples
include
VIP
reservations,
convention
delegate
reservations,
travel
agent
reservations,
and
paid-in-advance
reservations. All these belong to the fourth type
—
hotel-specific reservations.

Teaching aims
：

ce the students listening ability
ce the
students’speaking
ability


the students master the basic procedures of reservation
Teaching focus:

Basic procedures:
*greetings
*date of arrival and departure
*room types
*address
*telephone number
*conformation.

Teaching difficult

*some new words and phrases
*some useful sentences translation

Capacity-building methods

Reading and speaking.
Making dialogues


Practice

1. ask students to read the dialogue.
the students practice the dialogue.

3. give the situation to make a dialogue.
(1) You call to a hotel to
reserve a room, but the clerk
tells
you it
’
s already fully booked.
What will you do?
(2) Make a call to a hotel to book a room. Be sure to mention your requirements, the date
you
’
ll arrive and the time you expect to stay. Also don
’
t forget to inquire about the price.

Lesson 2
：
Hotel Information and Location
、
Room Demands and Facilities
Check homework
two students to read the dialogue

2. ask sb. To translate some sentences.
3
Revise
dialogues
from
Lesson1.
Have
several
pairs,
other
than
the
pairs
that
were
chosen in the last lesson to share their dialogues with the class.
rveiew
4.
Ask some questions
(1)
the basic procedures of reservation.
(2)
attention points when fully booked.
*polite
* make apologize
* give some suggestions.

Lead in with questions:
1. What is a hotel?


At
first,
an
establishment
held
out
by
the
proprietor
as
offering
food,
drink
and, if
so
required, sleeping accommodation.



The
hotel
of
today
is a
highly
organized
commercial
entity,
which
consists
of
many
departments and there are five most essential divisions namely, the Room Division, the
Food & Beverage Division, the Sales & Marketing Division,

the Accounting Division and
the Maintenance Engineering Division.
2. What services and facilities does a hotel provide?
Besides accommodations, food and beverages, such other services as providing modern
telecommunication
facilities,
convention
halls
and
recreation
centers,
swimming
pools,
body building rooms, shopping centers, banks, mails, bookstores, fax, flower shops and
beauty parlors.
3. Why do we say that serving guests is indeed an art?
Service is understanding, anticipating and fulfilling needs of others, and doing it graciously
and willingly. Whoever the guest is, he or she must be treated as a VIP. In this sense we
say service first and guests foremost.

I.
Greetings and introduction of
hotel
Information
and
Location
、
Room
Demands
and
Facilities