Teaching Plan for Hotel EnglishPeriod: 2Teaching Content：Workshop 1 Unit 1 Room ReservationTeaching objectives:the terms and useful phrases in making room reservationssentence patterns in working situationssituational dialogues fluently4. Grasp the procedure of room reservation.Teaching focus:1. Sentence patterns in making a room reservation2. Practice situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first periodStep I: The teacher would briefly introduce the main content of this course and how to learn the course. (10 minutes)T:1. The content of the course:This book consists of 25 units in all and it is divided into 4chapters according to the duties and services of different workshops in a hotel. The four workshops are front office, Housekeeping department, food and beverage department and other departments. Each unit includes four parts, . key points for teaching and learning, simulation training, extended reading and exercises. We will mainly focus on Part II in our class, while you should make further study of the other parts by yourselves after class. As it is a very practical course, you should practice the dialogues and learn the sentences patterns by heart. So you can improve your oral English and your communication ability in dealing with the guests.2. The assessment strategy of this course:Class participation: 10%Homework & class attendance : 10%Oral test: 40%Final exam (written): 40%Step II: Lead-in. (5 minutes)1. The teacher would invite some students to talk about the basic procedures of receiving room reservation.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of reservation.GreetingsDate of arrival and departureRoom typesName and telephone numberConfirmationStep III Learn the new words and sentence patterns. (30minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good evening. Peace Hotel. Reservation. May I help you2) Is there anything that I can do for you3) What kind of room would you like We have single rooms, double rooms, suites, deluxe suites and a presidential suite.4) Do you want a single room or a double room5) Would you like twin beds or double beds6) I’d like to reserve a room in your hotel7) I’d like to make a reservation for a suite with both shower and bath.8) I’d like a room with a view.9) We have nice rooms overlooking the sea.10) We have rooms facing south.11) Would you like a room with a bath or shower12) How many people are there in your company13) How long do you intend to stay14) Are you with a company15) For how long16) For what dates, please17) It’s for three nights, May 10th to12th.18) Hold the line, please.19) I’ll check if there is a room available for those days.20) I’m sorry we are booked out for that date.21) We do have a vacancy for those dates.22) The current rate is $150 per night.23) A single room is $120 per night. There is also a 10%tax and a 10% service charge.24) Children under 12 are half price.25) We offer a 10% discount for group reservations.2. The students are given ten minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep IV: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step V Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: Wang Ping is a client of a travel agency. She is calling to reserve for a tour group of 32 form England form August 8th to August 12th.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step VI Homework assignment.Finish Exercise II, III, IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Period: 2Content：Workshop 1 Unit 2ReceptionTeaching aims:1. Grasp the terms and useful phrases in reception service.2. Fill in the registration form correctly.3. Use sentence patterns skillfully in working situations.4. Make situational dialogues fluently.5. Grasp the procedure of reception and learn how to fill in the registration form.. Teaching focus:1. Sentence patterns in receiving the guests.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties:read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask students to discuss the procedure of registration and then invite some students to talk about the basic procedures of receiving guest with advance reservation checks in.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of the basic knowledge of registration. GreetingsChecking the reservation listFilling the registration formChecking the formNoticeStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Welcome to our hotel2) Good morning. This is the reception desk. May I help you3) Have you made a reservation4) In/ under whose name was the reservation5) When did you make the reservation6) Have you received a confirmation notice7) I booked a room on line a week ago8) I have booked a double room in the name of Ellen Hill.9) Have you finished the check-in procedure10) Let me look through our reservation list/record.11) thank you for waiting, sir12) Yes, we do have a reservation for you.13) Sorry, we don’t have a record of your reservation.14) Would you please show me your passport and visa15) I need your ID card for just a moment16) Would you mind filling in this form and paying $100 in advance17) Would you please fill in the registration form18) Please sign the registration form.19) This is the receipt for paying in advance. Please keep it.20) You forgot to put your department date.21) Here is your card, Madam. Your room number is 221222) I’m glad that we’ll be able to accept your extension request, but I’m afraid that it will be necessary for us to ask you to change rooms for the last two nights.23) Sorry, we have no rooms available. But I can refer you to Gold Port Hotel, where they may have a room.24) Would you like to get in touch with somewhere else for you25) Not at all. I’m always at your service.26) I hope you will enjoy your stay here.2. The students are given ten minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and thencall the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: A guest comes up to the Reception Desk. He booked a single room for two nights two weeks ago. He wants to check in. the receptionist checks the reservation card and asks the guest to fill in the registration form.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignmentFinish Exercise II, III, IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Period: 2Teaching Content：Workshop 1Unit 3 Bell ServiceTeaching objectives:1. Master the terms and useful phrases in bell service.2. Use sentence patterns skillfully in working situations.3 Make situational dialogues fluently.4. Grasp some knowledge about bell service.Teaching focus:1. Sentence patterns in receiving the guests.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask the students to discuss the responsibilities of bellman.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of the basic knowledge of bell service.Show him to his room.Introducing facilities.Water guidelines.When a guest wants to leaveLoading the luggageWell-wishingStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good afternoon. Welcome to our hotel2) It’s nice to see you here again, Mr. Smith.3) Leave it to me. I’ll take care of your luggage.4) You have three pieces of luggage in all. Is that right5) Is there anything valuable or breakable in your bag6) This way, please.7) After you, sir.8) May I have a look at your key card.9) Are you satisfied with your room10) This room is facing south, and it has a nice view.11) Would you mind my putting your luggage here12) Here is the brochure explaining hotel services. It gives you an idea about our services and facilities.13) Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar.14) This is the TV control. You can get any channel you like.15) This is the air-conditioning control unit. You set temperature like this.16) You can make your own tea and coffee by using this electric kettle.17) By the way, you probably know that the tap water here is undrinkable. You can drink boiled water or the bottled water.18) The tap water can only be used for washing. For drinking water, you have thermos on the tea table by the sofa. The water in it is boiled water.19) there is a mini-bar under the table. The price list is on top of it. You may pay the cashier for what you drink when you check out.20) The hot water supply is from 6 . to12 .21) Special laundry bags with price lists are placed in the closet.22) A Chinese restaurant is on the third floor in our hotel.23) If you don’t want to be disturbed, just place this “please do not disturb”sigh outside the door.24) If you want to have your shoe polished, just leave them outside the room before you go the bed and they will be ready the next morning.25) Shall I get a taxi for you26 Single trip or round trip27) By the way, how do you figure the carfare2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: Mr. Stone comes to the hotel. This is the first time he has come to china. You are showing him to his room. Be sure to introduce something useful to him and introduce all the facilities in the room.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignmentFinish Exercise II, III, IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Period: 2Content：Workshop 1Unit 4 Money ExchangeTeaching aims: \1. Grasp the terms and useful phrases in changing money.2. Use sentence patterns skillfully in working situations.3. Make situational dialogues fluently.4. Have an idea of the procedure of foreign currency exchange.Teaching focus:1. Sentence patterns in changing money.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties:read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would ask some students to discuss the basic procedures of changing money for the guests and then ask them to talk about their opinion.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of the basic knowledge of money exchange. amountroom number and signatureexchange slipStep II Learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) What kind of currency do you want to change2) What’s the exchange rate for Euros today3) It’s 830yuan for 100 dollars.4) How much would you like to change5) What denominations would you like6) We have 100 Yuan, 50 Yuan, 20 Yuan, 10 Yuan,5Yuan, 2 Yuan and 1 Yuan bills.7) It’s a free/courtesy service.8) May I have a look at your passport9) Please put down your name, room number and the amount you want to change on the exchange certificate.10) Here is the money, 8,300 Yuan in all. Please check it and keep the exchange memo.11) I’m afraid that we have to put a limit on exchange for the benefit of all our guests.12) If we change large amounts, our cash supply runs out and we are unable to oblige our other guests.13) Please sign your name on the back.14) You are welcome. I am very glad that I can serve you.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: You have exchanged 500 . dollars into RMB, but now you find that you don’t need so much RMB, so you go to the currency exchange desk again and want to change the extra RMB back into US dollars. What will the cashier tell you2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignmentFinish Exercise II, III, and IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Greet the guestsAsk about reservationAsk about length of stayAsk about identificationAsk about paymentAsk the guest to fill in the registration cardTell the guest where their room isPeriod: 2Content：Workshop 1Unit 5 Telephone OperatorTeaching aims: the terms and useful phrases in the unit.2. Use sentence patterns skillfully in working situations.3 Make situational dialogues fluently.4. Grasp some knowledge about telephone calls.Teaching focus:1. Sentence patterns in answering the guests’ phone.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in and discussion. (10 minutes)1. The teacher would invite some students to talk about different phone calls the guests may make at a hotel.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of the basic knowledge of telephone operating. An overseas callTypes of callsTelephone languageMorning callNameTimeRoom numberStep II Learn the new words and sentence patterns. (25minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good evening. Operator. May I help you2) Can you put me through to Room 18183) The number you wanted is available.4) Why do you want to speak to5) Who is speaking/calling, please6) Somebody is asking for you on the phone.7) Is this a person-to-person call or a station-to-station call8) Is this a collect call or a pay call9) If you want to call a friend in the USA, first dial the international country code of China, that is double zero, then the country code to USA, that is one, and then the area code and the number of your friend.10) We change a handling fee.11) Sorry, se have no domestic collect call service. You have to pay for the call yourself.12) If you make a pay call, you can place it right in your room. If you’d like to make a collect call, please dial 0 and then ask the operator for help.13) Are there special night rates from here14) The night rates are from 9 in the evening until 7 in the morning.15) The line is busy/engaged, now.16) Mr. Jackson’s line is available now. I’ll switch you over.17) Would you like to leave a message18) I can tell him that you called.19) Does he know your telephone number20) I’ll ask him to call you later.21) Would you mind calling back sometime tomorrow22) May I know your name and room number23) Can you hang up the phone, please24) If you leave your name and number, I’ll have him call you back soon as soon as he is available.25) I wonder if your hotel has the morning call service.26) At what time would you like us to call you tomorrow morning27) We have computerized wake-up service28) I’m afraid you dialed the wrong number29) Could you repeat that please30) Could you speak more slowly, please31) Is there any difference in charge between IDD calls and operator calls32) With the operator-assisted calls there is a minimum charge of three minutes, there is no minimum charge for IDD calls.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs.Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: you are standing in a big hotel in shanghai. You want to call back to your boss n New York, and you want the operator to make it a person-to-person call, but unfortunately he isn’t there.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignmentFinish Exercise II, III, and IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Period: 2Content：Workshop 1Unit 6 InformationTeaching aims: the terms and useful phrases in giving information.2. Use sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about providing information.Teaching focus:1. Sentence patterns in giving information to the guests.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in. (10 minutes)1. The teacher would invite some students to talk about some basic knowledge of providing information to the guests.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of the basic knowledge of giving information. Inquiring about feesPosting lettersGiving information.Step II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) Good afternoon. Information Desk. Is there anything I can do for you2) What seems to be the problem, sir3) What information would you like to get4) Would you like to book an airline ticket5) Shall we get a taxi for you6) The weather will be very good tomorrow. Have a nice tour!7) The Summer Palace is not far away from here. You’d better take a taxi there.8) You can a subway train there. It’s very convenient.9) The local cuisine here is Sichuan cuisine. It’s tasty.10) If you want to send an e-mail, you can do it in your room or go to the business center.11) OK. I’ll do it for you right away.12) Would you like to leave a message for your friend13) I’ll stick the stamp and sent it for you.14) Not at all. You are always welcome.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: A guest comes to the Information Desk to ask something about shopping. He wants to buy some typical Chinese products as gifts. Try to introduce correct information and give him directions.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give comments and advices to improve the students’ dialogues.Step V Homework assignmentFinish Exercise II, III, IV in the textbook.Learn the sentence patterns by heart and practice the dialogues.Preview the new unit.Period: 2Content：Workshop 1Unit 7 ComplaintsTeaching aims: familiar with the terms and useful phrases about handling complaints.sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about handling complaints.Teaching focus:1. Sentence patterns in handling the guests’ complaints.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:The first lessonStep I: Lead-in. (10 minutes)1. The teacher would invite some students to talk about some skills in dealing with the guests’ complaints.2. In the end, the teacher would summarize the students’ answers so as to give thema clearer and better understanding of how to deal with the guests’ complaints. Misunderstandings at the Front DeskChecking the factsExplaining hotel policiesSolving the problemHow to deal with complaintsRight attitudeSteps to deal with complaintsThe importanceAll is a messApologizeTaking actionsStep II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) I am terribly/ awfully sorry.2) I’m awfully sorry for my carelessness.3) What’s the trouble, sir4) Receptionist, I’d like to make a complaint.5) Can you change my room for me It’s too noisy.6) Please accept my apology on behalf of the hotel.7) Could you attend to this matter immediately8) I’m terribly sorry. I’ll attend to it at once.9) I am sorry to have caused you so much trouble.10) Would you mind coming with me to my office and tell me exactly what happened there, Madam11) I’m sorry. It is the policy of the hotel. I hope you will understand.12) No problem, sir. We’ll manage it.13) we will look into the matter immediately. Thank you for telling me.14) I’ll make a note of that. Everything will be taken care of.15) I understand how you feel and we’ll try our best to help you.16) Sorry, madam. I’ll solve the problem for you as soon as possible.17) I am afraid you have misunderstood what I said. Perhaps I can explain it again.18) I assure you it won’t happen again.19) Just give us another chance and you will find everything will be right again the next time you go to the restaurant.20) If there is anything more you need, please let us know.21) I promise to attend to the matter immediately.22) There must be some misunderstandings.23) Can you tell me what the matter is24) thank you for bringing this matter to our attention.25) The worst thing is that the water closet is clogged and when I flushed it, it ran over.26) My diamond necklace has been stolen. It is worth $4,500. it must have been stolen by one of your maids that took it. I want my diamond necklace back.27) Managers should be responsible for customers and deal with it personally if anything goes wrong.。