原有教学模式教案课程名称：酒店英语听说UnitOneRoomReservationService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,withotherreceivingfromfourtoonestar.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.Arrivaldateandtime,andlengthofstay.Typeandnumberofroomsandforhowmanypeople;Ratequoted;G...
