原有教学模式
教 案
课程名称： 酒店英语听说
总素质学分： ３
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) Be able to introduce some information about the Front Department ;
3) Learn how to make a reservation for the guest.
教学
方法
快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载
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 services 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①要点、重点、难点；②互动
设计
领导形象设计圆作业设计ao工艺污水处理厂设计附属工程施工组织设计清扫机器人结构设计
；③板书设计）
1、要点：
(1) A hotel is a temporary home for people 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 accommodate 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 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 Front Office?
the Front Office is the most visible area in hotel.
It has the greatest amount of guest contact.
It’s the hotel’s 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.
(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, 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 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 are 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 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 contract 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; Guarantee method.
Information such as method of payment, special request (non-smoking room, handicapped) and the purpose of guest's visit is helpful in satisfying the guest's needs.
2、 重点：
(1) What kind of information should be contained when making a reservation?
(2) The procedure of making reservation.
(3) How 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 single bed, strictly for 1 adult only. No extra beds are available.
standard room=TWB room= twin room:two-bed(or twin-bed or two single beds) room with bath accomodating 2 adults, a third adult requires an extra bed.
suite [swi:t]n.套房
junior suite=astandard suite 普通套房
luxury suite=deluxe suite 豪华套房
superior suite =senior suite高级套房
abusiness suite 商务套房
executive administration suite 行政套房
presidential suite 总统套房
honey suite 蜜月套房
family suite 家庭套房
triple room三人间：A room with either 3 single beds, or I queen bed and 1 single bed to accommodate 3 adults.
预定的类型：
Non-guaranteed reservation 非保证类预定
Guaranteed reservation:保证类预定
credit card guaranteed reservation 信用卡保证类预定
prepayment guaranteed reservation 预付款保证类预定
advance deposit guaranteed reservation 订金保证类预定
travel agent guaranteed reservation 旅游代理保证类预定
corporate guaranteed reservation 公司保证类预定
The reservation record must have following information:
guest name, address, telephone number
arrival date and time, and the length of stay
type and number of rooms and number in the party
rate quoted
guaranteed method
information such as method of payment, special request(non-smoking room, handicapped)
the purpose of the guest’s visit
important sentences:
Asking to be excused
One moment, please, sir (madam).
Just a moment, please, sir (madam)
Hold on a moment, please, sir
Could you hold on a moment, please, sir?
Let me check.
I am sorry to have kept you waiting.
Answer the guest’s reservation call
Can/May/ I help you?
What can I do for you?
How can/may I help/assist you?
Is there anything I can do for you?
Guest name, address, and telephone number
Your name, please?
May I know your name, sir?
Will you give me your full name, sir?
What’s the name, sir?
May I have your surname/initials,sir?
Sorry, I can’t catch you clearly; can you spell your name / surname please, sir?
Could I take your name and contact number?
May I have your name and guest’s name, please.
May I have your telephone /fax/ contact number?
May I have the company name/ address?
May I have the way to contact you?
Whom is the reservation for, please?
Arrival and departure date, and the length of stay
Could you tell me your arrival time and departure date?
What time will you be arriving?
How long do you plan to stay?
How many nights do you plan to stay?
For which dates?
For when was(is) that, please? From May the 15th to(through) the 17th.
How long are you being stay?
How long will you stay in our hotel?
How many nights do you require the room?
Type and number of rooms and the number in the party
What type of room would you like/prefer/require?
We have deluxe suites, deluxe double rooms, twin-bed rooms with bath, and single rooms, which do you prefer?
Which do you prefer, a double room with bath or a twin-bed room with shower?
Single or double room?
How would you like a double room with twin-bed?
For how many people?
How many was it for?
Who is the booking for?
For whom？
In whose name?
Rate quoted
The price/room rate for a standard room would be 160 yuan RMB.
That will run/cost you 300 yuan a night.
200 yuan a night, including breakfast and dinner.
Is it a company/ private / group/ guaranteed booking?
We will give you 10 percent discount/off since you are our old customer/ since you are a group reservation/ since you are a corporate reservation.
I see your company has an arrangement with this hotel for deluxe rooms. The rate will be RMB 860 per night.
Can you give us a special rate since ours is a company booking? There is a 20 percent company discount.
Since yours is a corporate（company）reservation, we will give you a 20% discount.
The room rate will be RMB 600 per night just as your last stay.
We charge a deluxe single for RMB 100 Yuan per night.
Confirmation and guaranteed method.
How do you wish to guarantee your reservation?
How would you like to guarantee your reservation?
We can guarantee your room after the fifth.
We can guarantee you the room booked after October 17.
We can confirm you two double room from November 2nd to 7th
I can confirm you a single with bath for the 2nd, but I can’t guarantee it for more than one night.
We can do a standard twin-bed room for RMB 800 Yuan per night.
Yes, we do have a double room available for that day.
We do have a single room available for those dates.
We confirm your credit card guaranteed reservation.
We （can）confirm your prepayment / advance deposit / travel agent / corporate guaranteed reservation.
You should pay 500 yuan as deposit to confirm your reservation.
How would you like the way of payment/ to pay the pre-payment?
Will the company pay everything? The guests will pay their own expenses upon checkout, expect the room rates.
We can hold the room until 6 p.m. for you.
When there is no room available
I am sorry, all the rooms are taken/ booked up.
Oh, sorry, all the twins are taken, but we happen to have a suite available.
Sorry, but we have no vacancies /room available at this time.
Well, we are rather full. But I’ll try my best.
Oh, I am sorry but all the rooms are booked up in October. Don’t worry, we can either put you on the waiting list or find you a room in the nearby hotel.
Sorry, we have no double room at that day, how about a junior suite?
The way to confirm the reservation
(1)We’ll send you a confirmation by fax within five days. May I know your fax number?
(2)I’ll give you a definite answer by phone within five days.
(3)You can have a room in ** hotel, they are expecting you to arrive.
(4)Can you confirm those payment details in writing, please?
(5)We’ll send you a fax to confirm the reservation as soon as possible.
(6)We look forward to seeing you soon.
(7)We look forward for your coming.
Guest’s questions for some information
Have you got any vacancies for the nights of 22nd and 23rd? I’d like to make a reservation for the two nights.
How much will it be for one night?
Do you accept VISA?
Do you offer airport pick-up service?
With or without breakfast?
Can you tell me the room rate?
What services come with that?
3、 互动设计：
Listening Practice:
Dialogue 1:
For which date, please?For how many nights?
From October 10th.For three nights.
How many guests will there be?
Just my wife and myself.
What kind of room would you prefer?
A twin, please.
What is the room rate?
We’ll take the one at 1,800 Yuan.
your name and initials, please?
Brown T.E.
may I have your phone number?
06-321-5535.
Dialogue 2:
For which dates?
From September 10th to September 15th.
For how many people?
Twenty persons.
What kind of room?
Double room with twin beds.
Is there a special rate for a group reservation?
Yes, there is a 10 percent discount.
Name and telephone number, please?
Mr. Blake, 2860456.
Dialogue 3:
What kind of room and for which dates?
I’d like to reserve a single room with bath for September 24th.
Is there any room available for that day?
No.
Could you give me your phone number?
Yes, my phone number is 08-65783325.
Guest's name?
Evelin. Evelin Winthrop.
Dialogue 4:
When will the guest arrive and how long will the guest be staying in the hotel?
What type of room does the guest want?
What is the name of guest?
How much is the room rate?
Dialogue 5:
Why can’t the reservation be made?
The guest changes the date of arrival, doesn’t he? Why?
What suggestion does the receptionist give?
Which one does the guest prefer?
Oral practice:
Situations:
1、Cues： 面对面的预定。推荐房型并要求付500押金来保证预定。
2、Cues： 电话预定，信用卡保证类预定。
3、Cues：团队预定。公司保证类预定。两个豪华套房，五个豪华标准间。因为是公司的VIP客人。所以务必要保留好房间。回答说，因为是公司保证类预定，就算有预定未到的客人，也会把房间保留24个小时。但是费用将由公司支付。
4、Cues：电话预定。旅行社保证类预定。通过传真发送预定确认函。
5、Cues： 面对面的预定，但是那个时间段已经没有房间了。问是否愿意等候。或者可以帮安排在临近的酒店。
6、Cues：电话团队预定，问是否可以安排接机服务。让客人到机场后联系酒店的机场服务处。
7、Cues：残疾人预定。问是否有适合残疾人使用的设施设备
8、Cues: 散客预定。问房价是否包括早餐和服务费。
9、Cues：电话预定。没有标间了，问是否可以考虑双人间。
10、Cues： 公司保证类预定。问公司是不是会承担所有的费用。回答是除了房费外，其他的费用由客人自己承担。
11、Cues：电话预定，信用卡保证类预定。要定一个豪华行政套房，一个普通套房，一个双人间、一个标间、一个单人间。
12、Cues: 客人做一个非保证类有预定，预计的抵店时间为下午两点。预订员申明：如果没有接到推迟抵店的通知，非保证类预定的房间可以保留到当天下午六点。
13、Cues: 电话预定13-15号的房间。13号有房。但是14-15号的房间暂时没有.将把客人的名字放在候房单上。
14、Cues: 客人打电话来更改预定。时间从原来的13-15号变成13-16号、房间的类型从普通套房到豪华套房。
15、Cues: 客人打电话预定房间。并要定一间会议室。
16、Cues: 客人打电话做团队预定房间。并要定当天晚上的欢迎鸡尾酒会。
17、Cues: 客人打电话取消房间的预订。
18、Cues: 客人打电话预订十月二号到五号的房间，但是那几天的房间已经订满了。可以把客人的名单放在候房单上，并在五天之内通知客人是否有房。
19、Cues: 散客的面对面预订，要求全额付费来保证预订，并给客人一份预定确认函。
20、Cues: 旅行社打电话来做团队预定。问旅行社的传真号，发一份预订确认函给旅行社。
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet.
四、布置三习题（预习题、练习题、复习题）
1、预习题：Have a preparation about next class. Read the dialogues of the Chapter One,
2、练习题：Finish the exercises after this Unit on your textbook. P7-10
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.
五、教学反思
1、 如何更多的让学生参与到课堂讨论？
（1） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（2） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
Chapter two Reception Desk
章/节题目
Chapter two Reception Desk
学 时
14
教学目标
4) Be familiar with the formalities of Check in;
5) Be able to introduce some information about the hotel services ;
6) Learn how to provide some services to the guest, such as extra-bed, change room, extending stay and so on.
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 procedure of Check-in service?
2、讨论：
（1）What kind of services will be provided by reception desk?
（2）What is the most important responsibility of the reception desk?
（3）How to provide some services such as extra-bed, change room, extending stay and so on?
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：
Procedures：
1、 greet guest
2、 ask whether the guest has reservation
3、 if the answer is affirmative, confirm the information about the guest’s reservation
4、 If the answer is negative, ask for the check-in information, such as how many people in the party, what kind of room the guest needs, and then consult the computer to see if there are rooms available. If there is any vacant room, you should quote the room rate.
5、 If the room rate is accepted by the guest, you should ask the guest to complete the registration list, that maybe concludes information such as nationality, name, age, occupation, passport number or identity card number, address ,telephone, the way of payment, etc.
6、 If there is no room available. You should make apologizing and recommending...
7、 Take a copy of the guest’s passport or identity card, maybe also the credit card.
8、 Ask for the way of paying.
9、 Ask for the deposit at the cashier’s.
10、Make the assignment of the room, make the room card and room key, and give them to the guest.
11、Ask the porter to show the guest up to the room.
12、Best wishes to the guest
Important sentences
1、 do you have a reservation？When was it made?From which company?Who made the booking? In whose name was the reservation made?
2、 Let me have a check at the computer (reservation list).
I am sorry; madam, but I haven’t got any record of that. Have you got a letter or telex confirming your booking?
Do you have your reservation confirmation letter?
Wait a minute; I will check our reservation record. Yes, we have the reservation in your name.
Yes, Mr. smith, you have reserved a double room. Yes, we have your reservation.
3、 What type of room would you like?
How about a single room?
How many people are there in your party?
There are more members of your party that we are told. 团员人数比预订时增加了。
We have deluxe suite, junior suite, deluxe double room, junior double room, single room, standard room , which do you prefer?
I wonder if you’d consider a junior suite. We have some nice ones at 90 dollars per night.
What’s the difference in price? There would be a saving of 20 dollars.
4、 Please fill the registration form. Name, in capital letter please.
Please sign your name here.
Just fill in the registration with your name; your passport number and your nationality. I will take care of the others. And don’t forget sign your name at the bottom of the form.
I will put in the others for you later on.
Could I ask you to write your name in block capitals?
Could you sign your name here, please?
Would you put you signature here, please?
You forgot to fill in the date of departure?
Please let us know your departure at least one day in advance.
请至少提前一天告知离店日期。
5、I am afraid your room is not ready yet, would you mind waiting, please? We are very sorry for inconvenience.
I hope you will understand.
May I recommend another hotel for you?
May I arrange a room for you in nearby hotel?
Sorry, but the guest has not checked out. Would you please wait for a moment?
There are cancellations or no-shows all the time. Would you like to wait until then?取消预订或者预定未到是常有的事，你愿意等待吗？
Our check-out time is 2 o’clock, would you mind sitting down over there until then?
If yours is a un-guaranteed reservation, the reservation will be held till 6 o’clock pm, only unless we are informed of late arrival.
如果没有接到推迟入住登记通知，预订房只能保留到下午6点钟。
Since yours is a guaranteed reservation, we’ll block the rooms for 24 hours in case of no—show. But the expense is on your side.既然你们的预定是有保证预定，即使他们今天不来，我们也会将他们的房间延长保留24小时。但是费用由你们承担。
Reserved room will be held until 6:00 pm.预订房能保留到下午6点钟。
6、 Here is your key. Your room number is 808.
I can assure you that the room is very quiet.
We have a very nice specious air-conditioned suite.我们的套房是带空调的，而且很宽敞。
I am sure you will like the room
We have arranged you the same room as you stayed with us last time.我们为您安排了您上次住过的房间。
It is a specious single room with a fine view.这是个可以看到美丽风景的宽敞的单人间。
7、 What’s the difference in price? Is there any discount? We will give you 15% discount. That will be a saving of 100 Yuan RMB.
The child will be half price.
Would you mind paying the deposit at the cashier’s over there?
We require a deposit of one night’s room rate in advance.
Would you please pay 1000 Yuan in advance?
If you have any valuables, you may deposit here in the safe deposit box. It is free of charge.
As a matter of hotel policy, you should pay 1000yuan as deposit.
8、 Here is your room card and room key to room 808.
Please make sure that you have the room card (key) with you all the time. You need to show it when you sign for your meals and drinks in the restaurants and bars.
You have to show your room card for each meal.
Will you please give the key to the reception desk when you go out? 您若要外出，请把钥匙交到接待处。
9、 Do you need luggage service?
Our bellboy will help you with your baggage and show you the way.
Please take Mr. James’s suitcase up to room 808, will you?
10、how will you be paying, in cash, by credit card, or with traveler’s check?
Will your company cover all the expenses? 您的公司会承担所有的费用吗？
11、Hope you will enjoy your stay in our hotel.
Wish you will have a good stay in our hotel.
Have a good （happy\ pleasure\ wonderful\enjoyable\exciting\cheerful）stay.
I wish you a most enjoyable stay with us.
Topic four other kinds of services at the reception desk
Giving the messages that left by the visitors.
1、 if you are absent from the hotel for a few days, you many leave you baggage in the cloakroom(行李房) 。
No problem. We will see to handing it to him. 没问题，我会负责把这个交给他。
You were called while you were out.
A Mr. Li called to see you.
Please wait in your room, the bellman will send it to your room.
2、leaving messages to for the visitors
Do you know his room number?
Would you please leave a message? We will inform him when he returns.
Here’s the paper and a ballpoint pen.
I am afraid there are several guests by this name. Could you tell me more, please?
I am sorry, but I can’t find such a person in the registry.
There are several browns who have registered at our hotel. What is his fist name?
Oh, here is his name. he is staying in room 1128.
I will have the bellboy look for him. Take a seat, please.
I’ll give it to him.
I’ll page you when I get the answer. 一有回应，我就会呼唤您。
I’ll make sure he gets it.我一定转告
3、giving some help to the visitors.
The newsstand has a wide selection of foreign newspaper and magazines.
The New York Times arrives around 9:00 pm. On weekdays.纽约时报每天晚上9点到。
I’ll get you a local telephone directory. 我给您拿本当地电话本。
4、Changing room or extending the stay
We do have vacant bigger rooms. When do you want to change your room?
If we were not so heavily booked, we could let you stay in the room for the afternoon free of charge.
We have a full house, so if you really want to keep your room this afternoon, we’ll have to charge you 50% of the price.
The hotel is full and there’ll be someone taking your room. We’ll keep your baggage if you like.
I am sorry, sir. There is no suite available now. Would you mind having a double room instead?
You’ll have to pay half the rate more for the room you’re staying now.
If you leave the key to the bellman, he will see to your baggage.
2. 重点：
1. The important sentences of this topic.
2. Listening and oral practice of this topic.
3、互动设计：
Listening Practice:
Questions for dialogue 1:
What is the guest’s name?
What type of room does he want and how many rooms has he reserved?
What is his date of departure?
What is his room number?
Questions for dialogue 2:
What types of rooms does the tour group want and how many of each is reserved by them?
When will the group check out?
When will the morning call be?
During what time will the breakfast be served?
Questions for dialogue 3:
What is the guest’s name?
What type of rooms does he ask and how many?
What are the room numbers?
How much does he have to pay?
Oral practice:
Situations of check in service
Situation 1
Cues：
接待一位没有预定的散客入住。客人想要一个单人间，但是已经没有单人间了，建议客人入住双人间，房价只贵20块钱一晚。
I am so sorry ,there is no single room available. Would you like to consider a double room. It is only 20 Yuan extra for one night.
Situation 2
Cues：
接待一名有预定的客人入住。客人想要能看到花园的安静的房间。
I’d like to have a quiet room facing the garden.
I’d like to have a room which is very quiet and facing the beautiful garden.
Situation 3
Cues：
接待没有预定的客人入住，客人是一个家庭，有一个十岁的小孩。想要一个单人间，一个双人间。建议客人使用普通套房，会节约200块钱一个晚上。
I wonder if you’d consider a junior suite. We have some nice ones at 900 yuan per night.That will be a saving of 200 yuan per night.
Situation 4
Cues：
接待有预定的客人入住，却没有找到客人的预定
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。但因为还有空房，直接给客人安排了房间。
I am sorry; madam, but I haven’t got any record of that. Have you got a letter or telex confirming your booking?
Situation 5
Cues：接待有预定的团队入住。但是实际的人数比预定的人数多。幸好还有房间，但是不在同一楼层。承诺第二天如果有房间退出来，会帮转到同一楼层。
There are more members of your party than we are told.
We do have some vacant rooms. But there are not on the same floor .
We can change your room to the same floor if there is any room available.
Situation 6
Cues：
接待没有预定的客人，客人想要一间带浴缸的标间。但是已经没有带浴缸的标间了，问客人是否可以考虑带淋浴的标间。价格上要便宜二十块钱一晚。
If you’d consider a TWB room with shower.
What’s the difference in price? There would be a saving of 20 Yuan.
Situation 7
Cues：接待没有预定的客人入住。要求客人填写登记表格上的姓名、护照号、国籍。其他的交给接待员完成。
Just fill in the registration with your name; your passport number and your nationality. I will take care of the others. And don’t forget to sign your name at the bottom of the form.
Situation 8
Cues: 接待没有预定的客人。让客人填写登记表格时候，提醒下填写离店时间，客人说不清楚。接线生请客人提前一天通知离店。
You forgot to fill in the date of departure.
Please let us know your departure at least one day in advance.
Situation 9
cues：接待有预定的客人。由于客人比预计的时间提早抵店，房间还没有准备好。问客人是否介意等20分钟左右。
We are told that you will be arriving at 2 o’clock. It is 12 o’clock now. The guest has not checked out. I am afraid your room is not ready yet, would you mind waiting, please? We are very sorry for inconvenience.
Situation 10
cues：接待没有预定的客人。暂时没有空房，问是否愿意等候。客人很累了，想快点休息一下。问是否需要帮他推荐酒店。
I am sorry, all the rooms are taken up. Would you please wait for a moment?
May I recommend another hotel for you?/May I arrange a room for you in nearby hotel?
Situation 11
Cue：接待没有预定的客人。但是没有客人所要的双人间了。问客人是否愿意等待，取消预订或者预定未到是常有的事。另外，酒店的离店时间是12点。12点以后肯定会有合适的房间腾出来。
There are cancellations or no-shows all the time. Would you like to wait until then?
Our check-out time is 12 o’clock. That will be some double rooms vacated after that.
Situation 12
Cues: 客人有预定，但是预计的抵店时间是下午四点，现在已经是晚上七点了。已经没有房间了。解释说：因为是非保证类预定，所有如果没有接到推迟入住登记的通知，预定的房间只能保留到下午六点。
Because yours is a nonguaranteed reservation, the reservation will be held till 6 o’clock pm, only unless we are informed of late arrival.
Situation 13
Cues：接待有预定的团队入住。因为还有两位团员没有抵达，问是否可以保留房间。回答是：因为你们的是保证类预定，就算客人未到，房间仍可以保留二十四个小时。但费用将由客人支付。
Since yours is a guaranteed reservation, we’ll block the rooms for 24 hours in case of no—show. But the expense is on your side.
Situation 14
Cues：接待老顾客入住。为客人填写登记表格，并让客人签名。帮客人安排了上次他住过的单间。房间可以看到美丽的风景。
We have arranged you the same room as you stayed with us last time.
It is a spacious single room with a fine view.
Situation 15
Cues：接待有预定的客人入住。但是因为房间还没有打扫出来。客人等了20分钟又20分钟。客人很不满意。接待员主动提出可以给15%的折扣，或者帮他免费升级到普通套房。
We will give you 15% discount. That will be a saving of 100 Yuan RMB.
Otherwise，we can upgrade your room to a junior suite with no more charge.
Situation 16
Cues：接待没有预定的客人入住。客人带了一个小孩， 问加床需要多少钱一个晚上。另外咨询如何寄存贵重物品。
How much do you charge for the crib?
If you have any valuables, you may deposit here in the safe deposit box. It is free of charge.
Situation 17
Cues：接待残疾人入住。解释酒店有残疾人使用的设施设备。浴室的门很宽敞，有残疾人使用洗浴设备。还有可容纳轮椅的电梯。
We have special bedrooms with a wide door into the bathroom, which is equipped with appropriate washing and toilet facilities. Besides, there is a special elevator that is wide enough to take a wheelchair.
Situation 18
Cues：接待有预定的客人入住。客人要很安静的房间，不要临街的房 ，而且要无烟房。客人将用信用卡付费。要求客人留下信用卡卡号。
I don’t like the room beside the street.
Would you please give a non-smoking room which is quiet enough.
Would you please leave your credit card number here?
Situation 19
Cues：接待团队入住。要两个豪华双人间，两个普通套房，六个标间。六个标间在六楼，豪华双人间和普通套房在八楼。让领队填写表格，并给领队房卡房钥匙分给团队成员。
Here are the room cards and room key cards for you to assign to your members.
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet. My QQ number 6771720. Cell-Phone number 13971461982.
四、布置三习题（预习题、练习题、复习题）和阅读书目的章节内容。
1、预习题：Have a preparation about next class. Read the dialogues of the Chapter two,
2、练习题：Finish the exercises after this Unit on your textbook.
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.
4、参考书《酒店英语听说第二版》Unit two Lesson 6-11.
五、教学反思
2、 如何更多的让学生参与到课堂讨论？
（3） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（4） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
Chapter three the bellman
章/节题目
Chapter three the bellman
学 时
12
教学目标
1) Be familiar with the formalities of luggage service;
2) Be able to introduce some information about the hotel services ;
3) Learn how to provide some services to the guest, such as deliver the luggage, deal with mails and messages, luggage deposit service.
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 procedure of luggage service?
2. 讨论：
（1）What kind of services will be provided by concierge?
（2）What is the most important responsibility of the concierge?
（3）How to provide some services such as introduce the room facilities and hotel services, deliver the luggage, deal with mails and messages, luggage deposit service
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、Welcoming guests
Good morning, welcome to our hotel.
The reception desk is just over there.
Leave it to me; I’ll take care of your baggage, sir.
Let me help you with your baggage.
2、Showing the way to the guest room;
Please keep the receipt, should I escort you to your room with your baggage? You room is on the sixth floor, isn’t it?
I will show you up to your room 808.
Could I have a look at your room card？
Here is room 808. May I have your key?
I’ve opened the door, you first, please.
This way to the elevator, please. Let me take your suitcase.
This way please.
You first.
Is this your first time to Hong Kong, Mr. Clark?
Here we are, sir. Room 208. This is your room, sir.
Shall I open the blinds(窗帘),sir?
I’ll put your suitcase here on the suitcase stand(行李架), sir.
Shall I put your suitcase here, sir?
Do you mind if I put your suitcase by the closet?
I am sure you will like your room. It faces the Changjiang River(the garden).
If you need anything, just call the reception. The number is 9.
We are at your disposal for any assistance you may require.
Our baggage service will come for your baggage. Please dial number 6.
3、Introducing some facilities and services in the hotel
The tour desk is in the lobby.
The beauty salon is on the second floor.
The restaurant’s on the third floor.
The coffee shop is next to the lift.
The restaurant’s at the end of the corridor.
The health center’s on your right.
The restaurant’s on your left
The bookshop is over there.
We have two dinning halls on the second and the eighth floor respectively, the former serves Chinese food and the latter western-styled cooking.
The postal service is on the third floor. There is a beauty salon, recreation center and bar room in here. The shopping section is next to the hotel lobby. The hotel clinic and business center on the fourth floor provides around-the-clock service for the guest.
Dinner is served between 6:30 pm, and 11:10 pm.
The swimming pool and sauna is the last door on the right at the end of the hall. You won’t miss it.
4、Showing the guest around their room
There’s a documentation folder on the table.
There’s some hotel stationery inside the folder.
There’s a small fridge under the minibar.
There’s a bottle opener on the side of the door.
Over there is the bed-head console.
Over there is the remote control
The button on the left is to control the TV
The button in the middle is for the radio.
The button on the right is for the lights.
This knob turns it on or off.
This knob switches between TV and video.
There is a documentation folder on the table containing a room service menu and information about hotel services. There’s also some hotel stationery inside, and a “what’s on?” guide to Hong Kong.
Over here is the bed-head console(控制台). It has three buttons. The one on the left is to control the TV, the one in the middle is for the radio, and the one on the right is for the lights.
There’s a small fridge under the minibar which is next to the TV.
In the bathroom over the sink there’s a shaver point(剃须刀插座),and on the side of the door there’s a bottle opener.
The bathroom is there on the left, and here’s the closet. You will find a brochure (小册子)of the hotel services and a hotel directory in the desk drawer.
5、Giving directions
Go straight across the lobby.
Take the lift to the third lobby.
Turn left out of the lift.
Go straight ahead out of the lift.
Go straight across the lobby and the coffee shop is next to the lift on the left. You can’t miss it.
Ah, the restaurant is on the third floor. Turn left out of the lift and it’s at the end of the corridor.
Take the lift to the third floor. Go straight ahead out of the lift and the health center’s on your right.
The beauty salon’s on the second floor. Turn left out of the lift and it’s at the end of the corridor.
The tour desk, sir? It’s just over there next to the stairs, sir.
6、Offering advices about what guests can do and see
Do you have anything planned for today?
What do you like doing?
Do you like visiting places of historical interest?
You could go to the Museum of Tea ware. It’s very peaceful.
Why don’t you go to the beach? You could take the ferry to one of the outlying islands.
I’m sure you’d like the Landmark, it’s a great place for shopping.
Do you have anything planned for today?
What do you like doing?
In that case. I’m sure you’d enjoy the Landmark(置地广场). It’s a great place for shopping.
Do you like visiting places of historical interest?
Well, you could go to the Museum of Tea ware, which is in Hong Kong Park. I’m sure you’d enjoy it. It’s very peaceful and it’s not that far the Landmark.
Or, if you want a really quiet day, why don’t you go to the beach? You could take the ferry to one of the outlying islands.
Well, if you like eating, sir. There are some good small restaurants around Lan Kwai Fong.(兰桂坊). It is about a 15 minute taxi ride from the hotel.
It is not far, just about a couple of minutes walk.
The barber’s shop(理发室) is no the left, next to the bar.
The supermarket is just down the street next to the bank of china.
Go down two blocks and you’ll see the museum on the corner to your right.
Take the airport bus line no.4, and you get to airport at the terminal.
We offer free shuttle service to and from downtown at regular intervals of 15 minutes.
We provide free airport pick-up service.
Airport shuttle bus runs according to the schedule in your room
7、Giving informations about ticket booking
I might able to get you two tickets for tomorrow.
You can pick them up here, tomorrow noon.
Shall I arrange a taxi for you, sir?
The taxi is expected to come in 15 minutes.
2. 重点：
1. The important sentences of this topic.
2. Listening and oral practice of this topic.
3. 互动设计：
Dialogue A
1、Is there anything valuable or breakable in guest's bag?
Yes. There is a bottle of whiskey.
2、By the way, you probably know that the tap water here is_______ . You can drink_________ or _________.
3、What's the extension for the front desk?
If there is anything I can do for you, please let us know. The extension for the front desk is “6”.
Dialogue B
1、What errand does the guest ask for?
I’ll be checking out in about an hour but I’d like to have lunch before then. Could you arrange to have my bags brought down while I’m out?
2、May I have your room number, please?
1024.
3、 What time will you be checking out?
Around 11:30 a.m.
4、You may collect your bags from the ___________in the lobby.
Dialogue C
1、Where does the guest want to go?
I want to go to the Friendship Store.
2、Single trip or round trip?
Single trip.
3、Could you tell the driver to make a detour [di'tuə] to the _________? I need to change some money there.
3、How does the hotel figure the carfare?
According to the mileage英里数. The first five kilometers are 10 Yuan, and 2 Yuan for every extra kilometer.
4、How long does the guest have to wait?
The taxi will be here right away.
Dialogue D(9)
1、How many pieces of luggage does the guest have?
4.
2、What is the room number?
1101
3、Where is the coffee shop and what is the business hour?
It is on the first floor. Get out of the lift and turn right. The business hour is 6:30 am to 10:00 p.m.
4、Is there car rental service?
Yes. You can call the concierge desk for detailed information.
5、Where is the service brochure?
On the desk.
Dialogue E
1、How does the guest deal with his luggage after checking out?
2、Who would serve the guest with his luggage?
3、Will the guest pay for the luggage look-after service?
4、when will the guest come back to fetch his luggage? And at where can the guest collect his luggage?
5\What should the guest show when he wants to collect luggage?
Dialogue F
1、What kind of car does the guest need?
A 5-seat Beijing Jeep.
2、What is the charge of it?
450 yuan per day excluding fuel
3、The guest’s name and room number?
John Stevens, 1106.
4、When will the guest need it and Where to?
Friday. To Huairou County.
5、How about the departure time and return time?
6:am to 7:pm
5、How will the guest pay for it?
Oral practice:
Situations of check in service
Situations of concierge
Situation 1
Cues：
1、引领客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、介绍酒店的设施设备。如西餐厅、健身中心、商务中心。
3、到达客房，帮客人开门，问行李放哪。
4、祝入住愉快。如果有需要请拨打前台电话，分机号是1。
Situation 2
Cues：
1、住在1102房的史密斯先生来前台礼宾部，要求租车。
2、客人问出租车的计费方式。回答，要么按天计费，要么按路程计费。
3、问客人去哪里。客人回答说想要去咸宁泡温泉。
4、问是单程还是往返。回答是往返。
5、问客人租车的时间，明天早上八点出发，下午六点回。回答说，一天的费用大概是500左右。
6、客人同意租车。
7、客人问如何付费，回答说，直接把钱给出租车司机就可以了。
8、确认客人的租车信息。并承诺明天早上八点会有出租车在酒店大门等候。
Situation 3
Cues：
1、引领客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、介绍房间的设施设备。如中央空调，电视，迷你吧。
3、祝入住愉快。如果需要行李服务，请拨打礼宾处电话，分机号是5。
Situation 4
Cues：
1、客人要求礼宾部帮邮寄一些东西。
2、问客人是些什么东西。客人回答，一些文件，和一些书。
3、问客人，是否已经包装好了？客人说，没有，需要行李生拿两个快递信封（express envelope）、包装袋（wrapping paper）和绳子（rope、cord）。
4、帮客人打包好东西。收取邮费，并给客人收据。
Situation 5
Cues：
1、客人即将办理离店手续，有五件行李，需要行李服务。
2、问客人房间号，拿行李推车去房间，帮客人拿行李，确认行李的数量，为两个皮箱，三个手提箱。
3、发现有一件行李没有上锁，提醒客人上锁，否则，如果有遗失物品，酒店不负责任。
4、给客人行李认领牌（luggage claim card），请客人在十分钟之后，去前台的礼宾处领行李。
Situation 6
Cues：
1、客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、和客人寒暄，问是否第一次来武汉。客人，回答说是的。客人问武汉有什么旅游景点。跟客人介绍武汉著名的旅游景点，如黄鹤楼，归元寺，东湖，汉街，古琴台等等。
3、客人问有什么特色小吃。回答有热干面、武昌鱼、精武鸭脖等。建议客人去户部巷品尝一下本地小吃。
4、到达房间，给客人开门，打开灯，拉开窗帘。
5、如果有什么需要的，请拨打前台电话。
Situation 7
Cues：
1、晚上八九点左右，客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、客人问餐厅在哪里。回答说酒店有三个餐厅，一个中餐厅在二楼，一个西餐厅在三楼。
3、客人问这个时间哪个餐厅还在营业。建议客人去一楼的大堂吧，提供各种西式食品，是二十四小时服务的。
4、到达房间，给客人开门，打开灯，拉开窗帘。
5、祝住店愉快。
Situation 8
Cues：
1、客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、到达房间，问是否能有客人的钥匙，帮客人打开房门，打开灯，请客人先进。
3、问客人把行李放在哪里，回答说，放任何地方都可以。
4、提醒客人，自来水是不可以饮用的，客人可以喝烧开了的水或者瓶装的水。电热水壶在卫生间，迷你吧里面有瓶装的矿泉水。
5、客人谢谢行李生的提醒，并给行李生小费。
6、但是酒店的规定是不可以收取小费。仍然谢谢客人。
7、 祝住店愉快。如果有需要请拨打前台电话。
Situation 9
Cues：
1、客人办理完入住手续，帮客人拿行李，引领客人去房间。
2、到达房间，夸奖房间朝南，可以看到美丽的江景。问客人是否满意。客人回答说非常棒。
3、问客人有什么需要帮助的，客人说谢谢，很累了，想休息一会。
4、 提醒客人，如果不希望被打扰，可以把请勿打扰排挂在门外。客人谢谢行李生的提醒。
5、祝住店愉快。如果有需要请拨打前台电话。
Situation 10
Cues：
1、旅游团队即将办理离店手续。要求行李服务。
2、确认旅游团队的房间号。
3、上门收取行李。并提醒客人锁好行李。贵重物品及易碎物品自己随身携带。
4、与导游核对行李数量，问旅游巴士车牌号。
5、再次与导游核对行李数量，把行李放上旅游巴士
6. 祝旅途愉快。
Situation 11
Cues：
1、 客人想要定两张从武汉飞往北京的单程机票。
2、问客人什么航空公司，回答说任何中国民航（CAAC)的都可以。
3、问出发时间。回答说礼拜天也就是12月4日。
4、查询票务信息，问有南航(China Southern Airlines)的航班(flight number)CZ3335，晚上22:10分出发，凌晨到北京。是否可以？回答说太晚了。问中国国际航空(Air-China)的CA8205，晚上20点35出发，22点30到北京是否可以。回答说可以。
5、客人问多少钱，回答说每张430，加上燃油费130〈Fuel Surcharge〉和机场建设费50airport construction fee一共是610。回答说可以。
6、请客人出示护照，帮客人定好机票。给客人机票。
Situation 12
Cues：
1、客人来礼宾处要求帮定两张武汉到北京的火车票。
2、问时间。12月8日。
3、问张数。两张。
4、问卧铺还是座位。回答卧铺（berth）。问软卧还是硬卧。回答硬卧。
5、请客人交800块钱作为押金，并留下联系方式。如果有票的话，下午会给他打电话来取票。如果没有票，会晚上去房间退还客人的押金。
Situation 13
Cues：
1、客人办理完入住手续后，引领客人去房间。
2、问行李箱里面是否有贵重物品或者易碎的物品。回答说没有。
3、到达房间，帮客人开门，问是否有其他可以帮他做的。
4、客人问要酒店房间是否有网络端口。回答说，网络端口就在房间写字台的后面。
使用说明
爱威a9效果器使用图word使用说明在哪儿钻床数控系统用户手册玻璃钢风机使用说明书控制器用户说明书
可以参阅酒店服务指南。酒店服务指南在写字台的抽屉里。
5、问是否需要帮客人设置网络。客人说好的，非常感谢。
6、设置完网络后让客人登陆互联网。客人表示感谢。
7、如果有其他的需要，请拨打前台电话。祝入住愉快。
Situation 14
Cues：
1、客人打电话来礼宾部让帮叫一辆出租车。
2、问什么时候需要，去哪里？回答下午两点，去武汉国际广场。
3、确认客人房间号及姓名。
4、确认客人的要求。承诺下午两点会有一辆的士在酒店大门口等候。
Situation 15
Cues：
引领客人去房间，介绍房间的设施设备，如中央空调、卫星电视、床头控制器、迷你吧、网络插口等。
Situation 16
Cues：
客人办理完离店手续后要出去跟朋友道别，需要寄存行李。让客人填写行李寄存单，并让客人保管好行李标签。凭行李标签领取行李。
Situation 17
Cues：
1、客人想要租一辆五人座的小汽车。
2、问客人需要租车的时间。查阅租车记录后说那天已经没有可供出租的五人座小汽车了。
3、问是否可以更改预订日期。客人回答说不行。
4、问是否愿意租一辆吉普车。客人说不是很喜欢吉普车。
5、给客人推荐一个汽车租赁公司，一定可以满足客人的需求。
Situation 18
Cues：
1、客人打电话来问从光谷华美达酒店去黄鹤楼怎么走。
2、回答是：出了酒店大门左转，从地下通道underground passage过马路，在附近的公交站搭乘401，536,703路公交车。或者搭乘计程车，大概11公里。
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet. My QQ number 6771720. Cell-Phone number 13971461982.
四、布置三习题（预习题、练习题、复习题）和阅读书目的章节内容。
1、预习题：Have a preparation about next class. Read the dialogues of the Chapter four,
2、练习题：Finish the exercises after this Unit on your textbook.
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.
4、参考书《酒店英语听说第二版》Unit 3.Unit 11-15 .
五、教学反思
3、 如何更多的让学生参与到课堂讨论？
（5） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（6） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
Unit Four Service Center
章/节题目
Unit Four Service Center
学 时
12
教学目标
1) Be familiar with the formalities of telephone services;
2) Be able to introduce some information about the Front Office ;
3) Learn how to provide some kinds of services for the guest, such as put the guest through to a certain department, transfer the telephone, leaving a message, wake-up service and son on.
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 operator service?
2、讨论：
（1）What kind of services should you provide if you are a telephone operator?
（2）What is the most important responsibilities provided by the telephone operator?
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：
Important sentences of operator
Setting the morning call.
1、I’d like to place a morning/ wake-up call.
2、At what time, please?
3、I’d like to wake up at 4:30 a.m.
4、You may use the computer automatic wake-up system. Please dial 5 first, then the time for 4:30.
5、Be sure there are five digits in the final number. First 5, then o-4-3-0.
6、The computer will record you room number and the time automatically.
Showing how to use IDD
49、First dial 9 to connect your phone with the hotel’s IDD system. Then you press china’s access code. Then press your country code. Before you press the cell phone number, don’t forget the area code.
50、How is the long distance call charged?
51、The general switchboard will record the time automatically. We put the telephone fee on your expense account. You pay it when you check out.
Getting information form the guest:
5、 There are two mr. browns in the hotel. Could you please give me his first name?
6、 May I ask/know who is calling, please?
7、 Who shall I say is calling, please?
Asking the guest to repeat:
10、I beg your pardon?
11、Sorry. Would you mind repeating that?
12、Put the receiver closer to your mouth, please.
Asking the guest to hang on:
13、Hang on, please.
14、Please hold the line while I try to put you through.
15、Could you hold on a minute? I’ll get him for you.
16、I’ll ring you back as soon as I get a line.
Explaining the problem with the line.
17、The line is dead.
18、The line has been cut off.
19、The line has been disconnected.
20、Could you reconnect me, please?
21、I’m sorry, the line is busy at the moment. Could you hold on for a second, please？
22、The number you requested is ringing, but nobody is answering. Shall I try again?
23、The line is engaged, you may have to wait for a little while.
24、I’m sorry ,but the manager’s line is engaged. I’ll call you back when it is free.
Receiving a wrong call.
25、I’m afraid you have dialed the wrong number.
26、Please consult the telephone directory.
Putting the call through to the guest.
27、Mr lee, phone call for you.
28、Mr lee, you’re wanted on the phone. Lee.
29、Sorry, he’s just stepped out.
30、Sorry, there’s no one by the name of jingfu.
31、You are through, sir. Please go ahead.
32、I’ll connect you to miss sun’s room straight away.
33、I’ll switch you to room 705.
34、Thanks for calling.
35、Do you want to accept a collect call from london? 您愿意接一通来自由您付费的国际长途电话吗？
36、Do you want a pay call or a collect call?你打电话是要自己付费还是对付付款。
37、We’ve had your call charged on your bill. You can pay when you check out.
38、I’ve got the manager’s office for you, mr park.
Leaving message
39、If someone calls me, will you connect him or her with my voice mail, please?
40、Would you please tell me his extension number, so that I can call him again?
41、I’m sorry, but the guest’s extension number is confidential.
42、May I have your name, sir? I can leave a message to him./would you like to leave a message?
43、At what time this evening would you call again?
44、I’ll have her call you soon.
Answering guest’s inquiries
45、Could you please help me with a call to one of my friends outside the city in china?
46、You dial zero, plus the area code, then you dial the number you want.
47、For the room-to-room calls, please dial 4 first and then the room number.
48、There is no charge for the local calls.
2、重点：
1. The important sentences of this topic.
2. Listening and oral practice of this topic.
3、互动设计：
Listening Practice:
(MP3)
Dialogue 1
Operator: Operator. May I help you?
Guest:Could you tell me _____________?
Operator:Yes, of course. The _______ for U.S. calls is 4.8 yuan per minute. There is an extra charge of 15 yuan for a _____________.
Guest: Is that the rate for operator calls or ___________?
Operator: For both.
Guest: Is there any difference in charge between IDD calls and operator calls then?
Dialogue 1
Operator: Yes, there is. With operator-assisted calls there is a______________.
Guest:Well, in that case, I would like to ___________________.
Operator:All right, sir. Your name and your room number, please?
Guest:This is_______________________.
Operator:Which city in the U.S. are you calling, sir?
Guest:I’m calling Houston, Texas. The area code is 713 and the number is _________.
Dialogue 1
Operator: _______ Houston, Texas. Is this a person-to-person call or a___________________?
Guest: Make it a collect call.
Operator:I’m sorry, sir. We don’t handle international collect calls.
Guest:Well, make it a person-to-person call.
Operator:OK, what’s the name of the person that you are calling, please?
Guest:Campbell, Rose Campbell.
Dialogue 1
Operator:Thank you. Please _________ and we will contact Houston and call you back.
Guest:Sure.
(After a while.)
Guest: Hello?
Operator: Mr. Baker?
Guest: Yes, speaking.
Operator:Mr. Baker, Mrs. Campbell is _____________. Go ahead, please.
Guest:Thank you very much.
Dialogue 1
what the rate is for U.S.calls
standard rate
person-to-person call
international direct dialing calls(IDD)
minimum charge of three minutes
place a call to my wife in the United States
Mr. Baker in Room 1928
7747553
station-to-station call
hang up now
on the line
Dialogue 2
1、The guest's name and room number?
This is Mr. Baldwin in roon 303.
2、At what time is themorning call service?
5:45
3、When will the guest attend a conference？
He has to be at the conference room of the Sheraton Tianjin by 10 o’clock.
4、How long will it take for the guest to drive to Tianjin from the hotel?
three to three and a half hours.
Dialogue 2
O: Good evening. This is the operator. May I help you?
G: Good evening. This is Mr. Baldwin in roon 303.
O: What can I do for you, Mr. Baldwin?
G: I’m going to Tianjin early tomorrow morning, so I would like to request an early morning call.
O: Yes, Mr. Baldwin. At what time would you like us to call you tomorrow morning?
G: Well, I’m not really sure. But I have to be at the conference room of the Sheraton Tianjin by 10 o’clock. You wouldn’t know how long it
Dialogue 2
takes to drive to Tianjin from the hotel, would you?
O: I would give it three to three and a half hours.
G: That means that I’ll have to be on the road by 7 o’clock at the least.
O: That’s all right.
G: Well, in that case, I would like you to call me at 5:45.
O: OK, so we will wake you up at 5:45 tomorrow morning. Good night, Mr. Baldwin. Have a good sleep.
G: Good night.
Dialogue 3
1、Whom is the message for ?
Mr. White in room 3301
2、Who is calling, please?
My name is James Ellen.
3、What's the message?
Ask Mr. White in room 3301 to call James Ellen back as soon as he arrives at the hotel.
4、The number of the caller?
2247788
Dialogue 3
O: Good morning. Operator. May I help you?
G: I’m trying to reach Mr. White in room 3301, but he’s out. May I leave a message for him?
O: Certainly, sir. For Mr. White in room 3301. May I know who is calling, please?
G: Yes, My name is James Ellen.
O: Mr. Ellen. Go ahead, please.
G: Could you ask him to call me as soon as he arrives at the hotel?
O: Certainly, sir. May I have your number, please?
Dialogue 3
G: It’s 2247788.
O: 2247788. Is that the complete message?
G: Yes, that’s all.
O: Certainly, sir. I’ll repeat your message. The message is for Mr. White in room 3301 from Mr. James Ellen. Please call you back at 2247788 when he arrives at the hotel. Is that correct?
G: That’s right.
O: Thank you. My name is Lily. If you have any further enquiries, please don’t hesitate to contact me.
Telephone Service
LISTENING PART
《现代酒店服务英语》（清华版）
Dialogue A
1. What’s the guest name and room number?
This is John Smith in room 402.
2. What kind of call will he make?
I’d like to make an international call.
3. How to make an IDD call?
Please dial the country code, the area code and the number you want.
4.The country codes are listed in the _______ in your room.
5. How to make a domestic calls?
For calls outside Beijing, please dial 0 first and then the area code and the number you want. For calls inside Beijing, please dial 0 first and then the number you want.
Dialogue A
Operator: O; Guest: G.
O：Good morning. This is the hotel operator. May I help you?
G: Yes. This is John Smith in room 402. I’d like to make an international call.
O: Mr. Smith, we offer IDD and DDD services in our hotel. So you may call directly from your room. It’s cheaper than going through the operator.
G: Oh, would you please tell me how to dial? O: Certainly, sir. Please dial the country
Dialogue A
code, the area code and the number you want. The country codes are listed in the service directory in your room.
G: I see. Well, what about domestic calls?
O: For calls outside Beijing, please dial 0 first and then the area code and the number you want. For calls inside Beijing, please dial 0 first and then the number you want.
G: Fine. Thanks a lot.
O: You’re welcome, sir.
Dialogue B
1. Yes. Could you ________ to room ____, please?
Put me through, 213
2: Certainly, sir. Just a moment, please.( After a while) I’m sorry. The line is busy. _______________
Would you like to hold on or call back?
3. I’d like to speak with Mr. Winston in room ___,______________ please?
could you try again
4. Thank you for waiting, sir.___________.
Please go ahead, you’re through.
Dialogue B
Operator: O; Guest: G.
G: Is this Beijing Hotel？
O: Yes, it is. May I help you?
G: Yes. Could you put me through to room 213, please?
O: Certainly, sir. Just a moment, please.( After a while) I’m sorry. The line is busy. Would you like to hold on or call back?
Dialogue B
G: OK, I’ll call back later. Thank you.
O: You’re welcome, sir.
( An hour later)
G: I’d like to speak with Mr. Winston in room 213, could you try again, please?
O: Please hold the line, and I’ll put you through.
O: Thank you for waiting, sir. Please go ahead, you’re through.
Dialogue C
1. What kind of service will be provided?
the wake-up service.
2. At what time would you like a wake-up call?
I’d like to be woken up at 6:30 tomorrow morning.
3: What kind of wake-up call will the guest have, by computer or by phone?
By computer.
4. How to make a computer wake-up call?
Please dial 5 first and then 0630 for the time. There must be five digits in the final number.
Dialogue C
Operator: O; Guest: G.
G: Operator. I wonder if your hotel has the wake-up call service.
O: Yes. Anyone who stays in our hotel can ask for the service. Would you like a wake-up call?
G: Yes. I’d like to be woken up at 6:30 tomorrow morning.
O: What kind of wake-up call would you like, by computer or by phone?
Dialogue C
G: But I don’t know how to use a computer wake-up service.
O: Please dial 5 first and then 0630 for the time. There must be five digits in the final number.
G: 50630. I see.
O: That’s all right, sir. Our computer will record the time and your room number.
G: Thank you.
O: You are welcome, sir. Have a good night.
Dialogue D
1. The guest would like to speak to _____.
Mr. Brown in Room 1532, please.
2. O: Please hold the line, and I’ll put you though. (One minute later.) _________________________.
I’m sorry, sir. Nobody answers the phone. Would you like to leave a message for him?
3. What is the content of the message?
Tell Mr. Brown, Tom Miles is going to call on him this evening at about 9:30. Mr. Miles’ telephone number is 66324564.
Dialogue D
Operator: O; Guest: G.
O: Good afternoon. Hilton Hotel. May I help you?
G: Yes. I’d like to speak to Mr. Brown in Room 1532, please.
O: Please hold the line, and I’ll put you though.(One minute later.) I’m sorry, sir. Nobody answers the phone. Would you like to leave a message for him?
G: OK. Please tell him I’m going to call on him this evening at about 9:30.
Dialogue D
O: May I have your name?
G: Yes, this is Tom Miles.
O: Would you like to give me your phone number, so he can call you back if necessary?
G: Yes, my number is 66324564.
O: 66324564. Thank you. We’ll inform him as soon as possible when he comes back.
G: Thanks a lot.
O: You’re welcome, sir.
Oral practice:
Situation 1
Cues：
客人下午2点30有个会议，但是因为比较累，想睡个午觉，问是否能提供叫醒服务。接线生询问了具体的房间号和想要被叫醒的时间。并建议客人使用自动叫醒服务。客人提出，如果他一点半的时候，房间的请勿打扰灯还是亮着的话，就让服务员来敲门。接线生回答会转告客房部。
Situation 2
Cues：
1、客人咨询如何给在中国其他城市的朋友拨打电话。
2、客人问 拨打手机号码需要加地区区号吗？解释说不用，直接拨0再拨打手机号就可以。
Situation 3
Cues：
1、客人想要打一通电话给英国伦敦的朋友，问如何拨打他的手机号。（中国的拨出代码00，拨打英国的国家区号44）
2、客人咨询了计费方式，觉得太贵了，要求你代为拨打一个对方付费的电话。
Situation 4
Cues：
1、客人咨询如何给住在1909的朋友打电话。接线生告诉客人在拨打房间电话之前，先拨6然后再拨房间号。也就是拨61909。
2、客人咨询如何拨打外线电话，接线生告诉客人，拨打外线电话，先拨9再拨打想要的电话号码。如果是国内长途要加拨0.客人问本地电话怎么计费，接线生告诉客人，本地电话是免费的。
Situation 5
Cues：
1、有客人打电话来要找公关营销部的章经理，接线生问哪里找，回答是中国国际旅行社（China International travel service Hubei Branch）的张小姐。
2、电话转接后知道章经理刚好出去了，接线生主动提出帮留言。张小姐让章经理回电，并留下了电话号码。
Situation 6
Cues：
有客人打电话来要找住在1506的李小姐，接线生请客人不要挂断，将直接帮她接通1506房的电话。
Situation 7
Cues：客人明天要离开酒店，要赶早上八点的飞机，想要设置一个叫醒服务。接线生询问什么时候想要被叫醒。回答是早上六点整。另外，客人想要酒店安排一辆出租车送他去机场。接线生回答会联系礼宾部安排一辆出租车明天早上六点半在酒店的大门口等候。从酒店到机场大约需要半个小时，六点半出发能确保及时抵达机场。
Situation 8
Cues: 酒店外客人打电话来想要找布朗先生，接线生问他的房间号，但是客人不清楚。接线生询问了客人的全名，找到了布朗先生的房间号，并帮来电客人转接了电话。
Situation 9
Cues：客人打电话来要找1901号房的王先生。由于电话线路问题。接线生听不清楚，请他重复一遍后还是听成了张先生。客人又重复了一遍。还是听不清楚。于是接线生让客人不要挂断，将电话转接到了另外一条线路上。在听清楚客人的要求后，立马帮客人接通了电话。
Situation 10
Cues：客人从酒店外打电话来要总机转407号房。电话转接过去但是没有人接听。客人想核实一下，她要找的Janet Green是否还住在407号房。总机查询了一下，证实3月2日从英国来的格林女士仍然住在酒店的407号房。于是客人要总机留言给格林女士，说晚上八点会再打电话过去。接线生询问了来电者的姓名，并重复了留言内容：史密斯女士晚上八点左右会再来电。
Situation 11
Cues、1、客人打电话来总机想要预定西餐厅四个人的位置，总机帮客人转接到了西餐厅的预定部。
2、客人打电话来酒店想找酒店的住店客人刘女士，房间号是1503.总机转接了电话，但是电话占线。接线生问客人是在线等一会，还是先挂了，过几分钟再打过来。客人说十分钟之后再打过来。
Situation 12
Cues:
1、客人打电话来总机咨询如何拨打去纽约的国际长途。
2、接线生告诉客人先拨9连接到酒店的国际长途直播系统，再拨打中国的拨出代码00，然后拨打美国的国家区号1，然后拨打纽约地区区号123，然后拨打电话号码。
3、客人咨询了国际长途电话的资费方式。
Situation 13
Cues：住店客人张小姐，房间号是1408.想要直接找酒店的大堂副理投诉客房卫生质量问题。总机让客人稍等，帮她转接大堂副理，但电话占线，接线生说等经理的电话不忙了，会给她的房间打电话。
Situation 14
Cues：有客人打电话要找住在506号房的李小姐。接线生把电话转接过去，但是没有人接听。客人想知道李小姐房间的分机号。但是接线生解释道，客人的分机号是保密的，不能告诉他，希望他能理解，并主动提出可以帮他留言，并确保李小姐会及时收到留言。客人留言内容为：请李小姐能尽快给史密斯先生回电.
Situation 15
Cues：
1、驻店客人打电话给总机要拨打国际长途去新加坡，并询问打往新加坡的电话费如何计价并问是否有折扣。接线生回答从晚上12点到早上7点，有40%的折扣。
2、客人下午他要离开酒店参加一个会议，如果有人打电话来找他，就帮他转接到语音留言信息。
Situation 16
Cues：酒店为客人打电话来酒店前厅部找林芳小姐，但是前厅部没有一个叫做林芳的。接线生问客人是否弄错了。来电客人又补充道，她的英文名字叫做Linda，接线生突然想到最近调到前厅做接待的女生英文名字叫做Linda，中文名字应该是林凤。但是Linda现在不当班，要下午四点才上班。接线生问客人是否可以留言。客人说不用了，会在她当班时再给她打电话的。
Situation 17
Cues ：
1、客人说想要复印一些资料。
2、问要复印几份。
3、问是否要装订。
4、客人问怎么收费。回答是一块钱一张纸。
5、问付费方式。回答是记在酒店的账单上。
Situation 18
Cues ：
1、客人想要翻译一些文件（中文翻译成英文）并打出来。
2、问有多少页。
3、问什么时候要。
4、客人要的比较着急，推荐快译和快打服务。
5、问翻译完后是否需要先检查一下。回答是需要。留下客人的姓名、房间号、电话。说四个小时候给他送去翻译稿检查。
Situation 19
Cues :
1、客人想要寄3封信。
2、需要一些信封和邮票。
3、问寄往哪里怎么寄。一封寄到湖南长沙以平邮的方式，一封寄到广州以快递的方式，一封寄到美国纽约以航空信的方式。
4、问怎么付费。
Situation 20
Cues ：
客人来到商务中心想要酒店商务中心服务人员提供秘书服务（secratery service)，要求会商务英语(commercial English)，会使用视听设备(Audio-visual equipment)，并且打字速度较快。时间是明天早上九点到十二点，在酒店二楼的第二会议室。
Situation 21
Cues ：
1、客人需要发一份传真到美国纽约。
2、问传真号。00-1-212-244 9456
3、问有几页。回答是8页。
4、问付费方式。回答：和打往美国的长途电话是一样的。三块钱一分钟，三分钟起价。另外，每一张纸收费十元。所以一共是89块钱。
5、问付费方式，记在酒店账单上。
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet. My QQ number 6771720. Cell-Phone number 13971461982.
四、布置三习题（预习题、练习题、复习题）和阅读书目的章节内容。
1、预习题：Have a preparation about next class. Read the dialogues of the Chapter Five,
2、练习题：Finish the exercises after this Unit on your textbook.
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.
4、参考书《酒店英语听说第二版》Unit 4 Lesson 16-20.
五、教学反思
4、 如何更多的让学生参与到课堂讨论？
（7） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（8） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
Chapter Five Business center
章/节题目
Chapter Five Business center
学 时
6
教学目标
1) Be familiar with the formalities of business center services;
2) Be able to introduce some information about the Front Office ;
3) Learn how to provide some kinds of services for the guest, such as sending a fax, typing service, copy service and so on.
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 do you think an efficient operator should be?
2、 How can you be a good operator?
3、What are the responsibilities of operator?
2、讨论：
1、What kind of services can be provided by business center clerk?
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：
Important sentences of business center
Important sentences of sending a fax
8、 Would you please send a fax for me ?= Could you send a fax for me ?= I want to send a fax.
9、 Where to, please?= To which country(city）, sir?= Where is it sent to ?= May I have the fax number?=Where would you like to send a fax?
10、 How many pages, please?
11、 Ok, just a minute and let me try the phone.
Oh, sorry ,sir ,the line is busy now.= The line is engaged.
The line is through.
12、 Would you like to sit down and wait for a few minutes.
13、 How to pay for it?=how much is it for the fax?=How much do you charge for fax?
14、 It’s 15 yuan a minute, for a minimum of 3 minutes, and with 15% surcharge, but we offer all evening discount of 20%. So that’s 36 yuan. Besides, you’ll have to pay 9 yuan for each page. Altogether 126 yuan. Please sign the bill.
15、 How much is it for one page?
16、 There’s a guest message light which is switched on in your room（if they fax you back).
17、 And how would you like to pay? Please charge it to my room.
18、 I will put in on your master account.
11、Thank you, could I have your signature here?
Important sentences of printing/copy/type
1、 I’d like to have a file in this floppy disc printed.
2、 We are not allowed to use the guests own floppy discs. This is simply a procedure of prevention, for fear of the computer viruses.
3、 My I have the original draft ( manuscript)? I can have it typed and printed for you.
4、 I am sorry, your draft( handwriting) is a little illegible to me.
5、 Which file, please?
6、 How many copies do you need?
7、 How many pages, please?
8、 May I suggest you have one copy printed and the rest xeroxed？
9、 I want to have a copy of this file( contract)
10、 How much is it for one page?
You should pay according to the size of paper. For size a3 or b5, it’s 40 yuan and for size a4 or b4, 30 yuan. Which do you prefer?
11、i want to have this document typed, when can I pick it up? And how much does this cost?
12、How would you like to pay?
Oh, please charge it to my room.
Would you please show me your room card or the room key.
Important sentences of mail service
Words:
Envelope； stamp ；average；medium-sized； extra； mail； post； mailed by air ；register ；mailed by plain ；mail by express； addressee([]收信人)
Sentences：
1、A letter by air to Japan costs 6 Yuan RMB under the weight of 20g.
2、I’m sorry, we have no parcel service. You may go to the post office. It’s not far from here.
3、If there’s any mail addressed to you. We’ll inform as soon as possible.
4、Don’t worry. We can forward any mail to you at your home address. Please fill out the forward mail card(转寄单).
5、Here’s a registered letter for you. Please sign on the slip.
6、Would you please fill in the form and sign your name in the column of “sender”?
7、Would you come back in an hour to get your invoice for the mail and receipt for surcharge?
8、Would you please give me three envelopes and some stamps?
9、Which envelope do you want, average, medium-sized or extra?
10、How would you like them mailed？
11、This one shall be mailed to New York by air.
12、This one to Xi’an by registered.
13、And this one shall be mailed to Nanchang by plain mail.
14、How long will it take for the mail to reach Nanchang.
It usually takes three days. Do you want it to get there earlier?
15、How much is it for express service?
The bill is 21 Yuan RMB, plus surcharge on the basis of the value of the mail you declare.
16、An express is guaranteed to reach the addressee within 24 hours.
补充词汇
B c clerk 商务中心员工 typist 打字员 e-mail service 电邮服务 E-commerce电子商务 translation/interpretation service 翻译服务 complete secretarial service 全套秘书服务 duplicator 复印机 facsimile paper 传真纸 zip code number邮政区码
log on to the internet 上网 log out/off 下网
2、重点：
1. The important sentences of this topic.
2. Listening and oral practice of this topic.
3、互动设计：
Listening Practice:
Questions
1、What kind of services will be provided?
2、What size would you like for the copies?
3、Would the guest like to copy it in both side of the paper?
4、color or black and white?
5、 What about the charge?
6、How will the guest pay?
7、When and where shall I send the materials when they are finished?
Dialogue A
BC clerk：Good morning. This is business center , what can I do for you?
Guest: Good morning. I am Michele Johnson from the Apple company. I’d like to have this material for the meeting copied.
BC clerk: How many copies would you like to have?
Guest: In duplicate.
BC clerk: What size would you like for the copies?
Guest: A4 I think.
BC clerk：Would you like to copy it in both
Dialogue A
side of the paper?
Guest: I think you can do it on one side.
BC clerk: Would you like color or black and white?
Guest: Black and white.
BC clerk: Please have a look; is the color of this paper sample good enough?
Guest: That’s OK. What about the charge?
BC clerk：The charge is 1.2 yuan per page. The total is 48 yuan. How would you like to pay, in cash or with your room charge?
Dialogue A
Guest: Go with my room charge please.
BC clerk: Would you please show me your room card ? thank you
Guest: I am in room 1205.
BC clerk: Where shall I send the materials when they are finished?
Guest: Please sent them to the meeting room directly?
BC clerk：When is suitable, ma’am?
Guest: 3 p.m.?
BC clerk：That’s good. I’ll come to see you on time. Goodbye.
Questions
1、What kind of services will be provided?
2、When will the guest want it？
3、 What font and size does the guest like?
4、How to staple them?
5、 What about the charge?
6、When and where shall I send the materials when they are finished?
Dialogue B
BC clerk: Good morning, Mr. Smith. What can I do for you?
Guest: Good morning. I’d like to have this material typed.
BC clerk: No problem. When do you want it？
Guest: This afternoon, I think.
BC clerk：What font and size do you like?
Guest: The title is Arial and the text is Times New Roman, and the font size is 10.
BC clerk: Do you have any special requirement?
Dialogue B
Guest: Pleas use A4.
BC clerk: How can I staple them, on the left side or at the top?
Guest: ：At the top, I think.
BC clerk: When shall I sent the first draft to you for proofreading after I finish typing.
Guest: About 3 p.m.
BC clerk: Where shall I sent it?
Guest:: Please sent it to the meeting room directly.
Dialogue B
BC clerk：That’s good. I will do it as soon as possible..
Guest: What is the charge?
BC clerk: The charge is 8 yuan per page..
Guest: That is good. .
BC clerk: See you.
Questions
1、How many pages?
2、What’s the fax number?
3、What’s the charge of it?
4、How to pay for the fax?
Dialogue C
BC clerk: Good morning, sir. What can I do for you?
Guest: ：Good morning. I want to sent a fax.
BC clerk: All right. Please give the document. Sir. The fax machine is ready, please tell me the number.
Guest: 010-69****45
BC clerk: Let me confirm it. Ten pages, the fax number is 010-69****45. Is that all right?
Guest:: That is right. You can sent it now.
BC clerk：Please wait a moment. Sir. The receiver has gotten all pages of the fax. This is your document . Please hold onto it.
Dialogue C
Guest: ：thank you. How much will that be?
BC clerk: The charge is 1.7 yuan per page. Altogether 17 yuan for ten pages. . Would you like to pay cash or charge it to your room.
Guest: I will pay cash.
BC clerk: Thank you. You paid me 20 yuan, this is 3 yuan, your change.
Guest:: Thank you. See you.
BC clerk: Thank you very much. If you would like any other assistance, please contact me.
Business center Service
LISTENING PART
（tapes）
Questions
1、Where is the fax sent to?
2、What’s the fax number?
3、What’s the guest’s name and room number?
4、How to pay for the fax?
Dialogue A
BC clerk：Good morning. May I help you?
Guest: Good morning. Could you send a fax for me.
BC clerk: Yes, sir. Where is it sent to ?
Guest: It’s to New York.
BC clerk: May I know the fax number?
Guest: Certainly. It’s 212456-3663.
BC clerk: I see.
Guest: By the way, shall I pay in cash or may I sign the bill?
BC clerk：Are you living in our hotel?
Dialogue A
Guest: Yes, Room 908. My name is Smith, Henry Smith. How much do you charge for the fax?
BC clerk: The same as the long distance call to the USA. 18 Yuan RMB one minute, for a minimum of 3 minutes, paper 6 Yuan, there is 15% service charge. So that’s 69 Yuan RMB in all. Just a moment, please. Mr. Smith, your fax has been received. Please sign the bill.
Guest: OK.
Questions
1、How many pages for the manuscript?
2、How soon will the guest need it?
3、What kind of special service does the guest need?
4、How much does the hotel charge for the special service?
5、How soon will the guest get the file?
6、How will the guest pay for the type service?
Dialogue B
BC clerk: Good morning, sir. How can I help you?
Guest: Yes. I want to have some manuscripts typed.
BC clerk: How many pages?
Guest: About 100 pages.
BC clerk: When do you need them?
Guest: In a few hours. It’s urgent, you know.
Dialogue B
BC clerk: Could I have a look at one or two of them?
Guest: Here you are.
BC clerk: I’m afraid your handwriting is a little bit illegible to me. It takes time to make out. So this is likely to be a tough job.
Guest: I was so pressed for time.
BC clerk: We will do it in turn. I will be finished in three or four hours.
Dialogue B
Guest: Fine. How much do you charge for this special service?
BC clerk: we charge 50% extra.
Guest: OK. And I also need to have these printed in copies.
BC clerk: How do you wish to pay?
Guest: I am staying in the hotel.
BC clerk: Then the charge will be on your master account.
Questions
1、What kind of envelope does the guest need?
2、How would the guest like the letters mailed?
3、How much is it for express service?
4、How much does the guest have to pay altogether?
Dialogue C
BC clerk: Good morning, sir. May I help you?
Guest: Would you please give me three envelops and some stamps?
BC clerk: Which envelope do you want, average, medium-sized or extra?
Guest: Average, please.
BC clerk: How would you like them mailed?
Guest: This one shall be mailed to New York by air; this one to Xi’an shall be registered.
Dialogue C
Guest: And this one shall be mailed to Nanchang by plane mail. How long will it take for the mail to reach Nanchang?
BC clerk: It usually takes three days. Do you want it to get there earlier？
Guest: Yes, it is urgent.
BC clerk: No worry, sir. We can mail it by express.
Guest: How much is it for express service?
Dialogue C
BC clerk: The bill is 29 Yuan RMB, plus surcharge on the basis of the value of the mail you declare.
Guest: How long does it take?
BC clerk: An express is guaranteed to reach the addressee within 24 hours.
Guest: That’s a great relief. I’ll take it. How much do I have to pay altogether?
BC clerk: That’ll be 36 Yuan RMB. I’ll put it on your account.
Oral practice:
Situation 1
Cues ：
1、客人说想要复印一些资料。
2、问要复印几份。
3、问是否要装订。
4、客人问怎么收费。回答是一块钱一张纸。
5、问付费方式。回答是记在酒店的账单上。
Situation2
Cues ：
1、客人想要翻译一些文件（中文翻译成英文）并打出来。
2、问有多少页。
3、问什么时候要。
4、客人要的比较着急，推荐快译和快打服务。
5、问翻译完后是否需要先检查一下。回答是需要。留下客人的姓名、房间号、电话。说四个小时候给他送去翻译稿检查。
Situation3
Cues :
1、客人想要寄3封信。
2、需要一些信封和邮票。
3、问寄往哪里怎么寄。一封寄到湖南长沙以平邮的方式，一封寄到广州以快递的方式，一封寄到美国纽约以航空信的方式。
4、问怎么付费。
Situation 20
Cues ：
客人来到商务中心想要酒店商务中心服务人员提供秘书服务（secratery service)，要求会商务英语(commercial English)，会使用视听设备(Audio-visual equipment)，并且打字速度较快。时间是明天早上九点到十二点，在酒店二楼的第二会议室。
Situation4
Cues ：
1、客人需要发一份传真到美国纽约。
2、问传真号。00-1-212-244 9456
3、问有几页。回答是8页。
4、问付费方式。回答：和打往美国的长途电话是一样的。三块钱一分钟，三分钟起价。另外，每一张纸收费十元。所以一共是89块钱。
5、问付费方式，记在酒店账单上。
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet. My QQ number 6771720. Cell-Phone number 13971461982.
四、布置三习题（预习题、练习题、复习题）和阅读书目的章节内容。
1、预习题：Have a preparation about next class. Read the dialogues of the Chapter Six,
2、练习题：Finish the exercises after this Unit on your textbook.
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice for the next class.
4、参考书《酒店英语听说第二版》Unit Five Lesson 21-25.
五、教学反思
5、 如何更多的让学生参与到课堂讨论？
（9） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（10） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
Unit Six Checking Out
章/节题目
Unit Six Checking Out
学 时
14
教学目标
1) Be familiar with the formalities of check-out services;
2) Be able to introduce some information about the Hotel ;
3) Learn how to provide some kinds of services for the guest, such as foreign currency exchange, split the account and son on.
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 procedure of foreign currency exchange service?
(2)What is the procedure of check-out service?
2、讨论：
（1）What kind of services should you provide if you are a cashier?
（2）What is the most important responsibilities provided by the cashier?
H:\fanwen caiji two\大三学生图书馆实习报告.doc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：
Foreign currency exchange
1、Would you like to change some money?
2、What kind of currency have you got？
3、Can I exchange some money here? Yes, sir, and for how many?
4、How much would you like to change?
5、The rates of exchange are on the board there, sir.
6、It comes to 3200 Yuan RMB at today’s exchange rate.按照今天的汇率，共计3200元。
7、We change foreign currencies according to today’s exchange rate…100 us dollars, an equivalent of 810 Yuan RMB.
8、Today’s rate of exchange is 7.45 to the dollars.
9、What’s the exchange rate today? 8 Yuan YMB to one us dollar.
10、Excuse me, sir, but could you please endorse this cheek where it been crossed out?
对不起，先生。您可否在划掉之处签名注明一下。
11、I’m sorry, sir. But the date on the check is incorrect. It should be may 15th not may 18th. Will you please correct it and initial? 对不起，先生，这个支票上的日期不对，今天应该是5月15日而不是5月18日，您是否能更换一下，并签上您的名字的缩写。
12、I’m sorry, but we do not exchange Hong Kong dollars into Japanese yen.
13、I’m afraid we don’t accept non-convertible(不可转换的) currency, sir.
先生，很抱歉，我们不收不可兑换的货币。
14、Could you change it at a foreign exchange bank?
15、I’m sorry, madam, but we have a change limit of 500 dollars between 9pm and 8am due to the bank business hours.对不起，女士，由于银行营业时间限制，我们在晚上9点至次日晨8点之间只能提供500美元的兑换限额。
16、I am sorry, sir. We only offer one-way exchange, we are not licensed for a full exchange.对不起，先生，我们只能提供单向兑换，我们没有全向兑换的执照。
17、Could you cash traveler’s check, please?
18、I’d like to know the rate for Swiss France.我想知道瑞士法郎的兑换率。
19、Excuse me，could I trouble you for some change? 能麻烦你换些零钱么？
20、What denomination do you need? We have 100-yuan notes, 50-yuan notes, 20-yuan notes, 10-yuan notes, 5-yuan notes and 1-yuan coins.
21、Please give me 20 5-yuan notes, 20 1-yuan notes, 20 1-yuan coins, and the others are 100-yuan notes.
22、Sorry to trouble you, but have you change for 60 fen.对不起，劳驾，有60分的零钱么？
Let me have a look, yes, we have the change.让我看看，我们有零钱，给你。
23、Would you like to fill in this memo and write down your name, passport number and room number.
24、Please fill in the exchange memo, your passport number and the total sum, and sign your name.
25、If you could just write your name and passport number here, please, sir.
26、Would you like it in small bills or larger denominations?
27、Here’s your money, sir. 1740 Yuan in total. Please check it.
Check-out
Greeting guest
1、Good morning sir, may I be of service?
2、Are you checking out today?
3、I’d like to settle my bill.
4、I’m checking out. I’d like to pay my bill, please.
5、Would you like to vacate your room now, sir?
Ask for some information
1、Can I have your room number and name, sir?
2、Did you have breakfast this morning?
3、Did you make any phone calls from your room?
4、Did you take anything from the mini-bar this morning, sir?
5、Did you sign any bills this morning?
6、Did you order something from the restaurant this morning?
Yes, I had breakfast at the hotel coffee shop. Besides, I just made a phone call.
7、How many phone calls did you make during your stay?
8、Have you used any hotel services this morning or had breakfast at the hotel coffee shop.
Presenting to the customer the hotel bill.
1、Here is your bill, would you like to check it?
2、Would you like to check and see if your bill is correct?
3、I will draw up（草拟；拟订；写出：draw up a contract; 拟订
合同
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；draw up a list.写出一张清单） your bill for you. 我来把您的帐单开出来。
4、Shall I draw up your bill for you?
5、Please wait a moment while I calculate(计算) up your bill. 请稍等，我把您的帐单汇总一下。
6、Your final bill has not reached our department yet, sir. Would you please wait a moment while I chase it down? 先生，您最后的帐单还未送到，请您稍等一下，我去将它调出来。
7、I am afraid that the bill has not reached us yet. So I will have to check with the department concerned. 恐怕您的帐单还没有送到我们这里，我需要和有关部门联系。
8、I’m preparing your bill…. Sorry to have kept you waiting. Here is your bill, 1725 in all, including 15% service charge. Please check it.
9、I will have to check with the department concerned.
10、Thank you for waiting, sir. Your bill is ready. The total amount is (to ) 856 dollars.
11、Your bill totals 3,500 Yuan RMB.
12、Your bill comes to 840 dollars including the service charge.
13、You bill totals 1000 Yuan RMB excluding 10 percent service charge.
14、Please have a look at it to see if everything is right.
15、Please have a check to see whether there is any mistake.
16、Thank you for your waiting, the total including service charge for the three days is 470 dollars.
17、That’s for the phone calls you made from your room. 那一栏是您在房间拨打电话的费用。
18、I’m afraid that is the correct amount, madam. It includes your restaurant bill for $730, your minibar bill for $157 and two international telephone calls you made yesterday totaling $468. so the balance is HK$1355. That includes tax and service charge.
19、It’s for the IDD calls you made from your room.
20、The charge here accounts for the room service you had.
21、We charge you for the rate of the room, room service, laundry and drinks.
22、Your overseas telephone calls is included in the bill.
23、The service charge is included in this bill.
24、Let me explain the bill for you. The first number is your room number 902. The second entry is the restaurant consumption. Item 6 is the 15 dollars for the phone calls. That’s for the lunch you ordered from your room. That charge is for drinks taken from the minibar, sir.
25、Your bill totals 2400 dollars, how would you like to make the payment?
26、Here is your bill. It totals 787 dollars. Please check it.
27、That’s US$2350 to pay.
28、Can I check the details for you, please?
29、This is the charge for your mini-bar consumption on may 15th, miss brown.
Accepting payment.
1、We accept credit cards here, which card would you like to use?
2、Will you use the same card as copied upon checking in, sir?
3、Will that be credit or check?
4、I am sorry, according to the hotel policy, we don’t accept personal checks.
5、What card do you honor? American express, master, international diner’s club, visa, international great wall, and so on. What kind of card have you got?
6、Do you accept traveler’s check? Yes, traveler’s check is welcome.
7、The credit limit by the visa card office is 10000 dollars, we need their permission to extend credit over the amount. Would you like to pay the difference in cash?
维萨卡的信用限额是一万美元，超过这个数字我们需要信用卡公司授权。您是否愿意用现金支付这之间的差额。
8、May I have a print of your credit card, please?
9、Let me take a print of your card.
10、Our check-out time is 12 noon. But you used the room until 6pm. I am afraid that for late check-outs we charge an extra 50% of the room rate. 我们宾馆每天结账时间是下午12点，可是您下午6点才退房，对中午12点以后结账的客人我们需要额外收取50%的房费。
11、Mr smith，your company has arranged to pay your bill. Smith先生，您的公司已经安排为您付账。
13、Would you mind waiting a moment while I check the details?
14、Excuse me, sir, but since the amount exceed 3000 dollars, I’ll have to get the approval code.对不起，先生。您的这笔帐单已经超过3000美元，所以我们必须得到信用卡公司授权码。
15、You will have to show me your passport or some other identification. 请您让我看一下您的护照或其他能证明您身份的证件。
16、Please sign your name again on the traveler’s check and sign on the memo.
17、Please mark the cheque payable to the hotel, not for cash. 请您在支票上注明是支付给我们饭店的，而不是兑换现金。
18、Thank you for waiting, sir. Please sign on this bill.
19、Please sign here. Here is the pen.
20、If you could just sign here, please, sir.
21、Here’s your receipt and your change, madam.
Asking for baggage service and best wishes
1、Would you like to contact the concierge for your baggage, sir?
2、Is your baggage down yet, sir? If not, I will send a bellman to help you with your luggage.
3、Thank you for staying with us. We are looking forward to your next stay.
4、Wish you a good trip/ happy journey.
5、I hope you had a nice stay. Goodbye.
6、We hope you have enjoyed your stay in our hotel.
Check the bill mistake
1、I think there is a mistake for the room charge. I should be paying 120 dollars per night, not 150 dollars.
2、Excuse me for a moment, sir, while I check the details.
3、I’ll just check it again for you.
4、I am sorry, sir. There has been a mistake. Please wait a moment while I correct the bill.
5、Would you please wait for a moment? I’ll check with the manager right away.
6、I am terribly sorry, sir. We did make a mistake. The rate is 120 per night.
7、I’ll deduct扣除the amount from your bill immediately.
8、I’m afraid there might be something wrong with the bill.
9、Just one moment, please. I’ll check with the assistant manager.
10、I’m sorry, sir. There has been a mistake, we will correct the bill.
11、There must be a mistake. The bill is too much.
12、I was supposed to have a discount of 20%
13、Why am I charged for the breakfast? It should have been included in the price for the room.
14、I do apologize for my mistake.
15、I’m awfully sorry to have caused you so much trouble.
16、Here’s the money you overpaid.
17、I’ m sorry , sir. There seems to have been a mistake. Would you please wait a moment while it is been corrected?
18、This bill is wrong. I’ve been overcharged. It says two faxes from your business centre, but I’ve never even been to the Business Center. I don’t even know where it is!
19、Well ,sir. I’m terribly sorry. But it appears we’ve made a mistake. The business center confused you with a Mr Henderson who is staying in the hotel at the moment. I must apologize for the inconvenience, Mr Hendrickson.
20、Everyone makes mistakes, I suppose. Now, can I settle my bill please? I’ve got a plane to catch.
5620.
2、重点：
1. The important sentences of this topic.
2. Listening and oral practice of this topic.
3、互动设计：
Listening Practice:
The foreign currency exchange service
LISTENING PART
Questions
1、How much does the guest want to exchange?
2、What’s the exchange rate? Is it the same as the bank gives？
3、Is there an service fee for the foreign currency exchange service?
4、What denomination does the guest need?
Dialogue 1
Foreign Exchange Service
C: Good morning. May I help you?
G: I’d like to change some money. What’s the rate of exchange for the Euros?
C: The rate today is 8.00 to the Euros.
G: Is that the same rate as the bank gives?
C: Yes, it’s exactly the same rate.
G: Do you charge a service fee?
C: No, we don’t. It’s a courtesy service that we provide for our guests.
G: I see. Well, in that case, I’ll change 500 Euros this time.
C: Very good, ma’am. Your passport, please?
G: Oh, but why do you want my passport if I may ask?
Dialogue 1
Foreign Exchange Service
C: We need information as to your name, the nationality of the passport you are holding and your passport number for both accounting and foreign exchange control purposes.
G: I see. Here you are.
C: Thank you. 500 Euros, so that will be 4,000 yuan. What denominations would you like, ma’am?
G: Any kind will be okay.
C: Okay. Can you fill in your room number, please? Thank you, and sign your name please. Thank you. This is your 4,000 yuan. Please count it. Here is your receipt. You must keep this receipt. You need to show it at customs when you want to convert the Chinese currency you didn’t spend back into your own currency.
G: Thank you. I’ll keep it.
C: Good-bye.
Questions
1、How much does the guest want to exchange?
2、Is it possible to be served？
3、Why?
4、I’m afraid we have a _______ of 500 dollars between 9 p.m. and 8 a.m.
5、Can’t you make an ________for me?
6、I’m afraid that we have to place a limit on exchange for the______ of all our guests. If we change large amounts, our________ runs out and we are unable to _______ our other guests.
7、We restrict the amount of cash kept at night for _______ reasons.
Dialogue 2
Foreign Exchange Service
C: Good evening, ma’am. May I help you?
G: Yes, I’d like to change some money.
C: How much would you like to change?
G: Let me see, I’ll need about 800 dollars.
C: I’m afraid we have a change limit of 500 dollars between 9 p.m. and 8 a.m.
G: Well. I’ll be leaving at 7 a.m. on an all day tour tomorrow and I’ll need at least that amount of money. Can’t you make an exception for me?
C: I’m afraid that we have to place a limit on exchange for the benefit of all our guests. If we change large amounts, our cash supply runs out and we are unable to oblige our other guests.
G: Why do you keep a change limit?
C: We restrict the amount of cash kept at night for security reasons.
G: Well, I suppose it can’t be helped.
Questions
1、How much does the guest want to exchange?
2、What‘s the exchange rate today？
3、That’s all right, but please sign them again on the _________.
4、May I see your _________, please? Thank you. ______________, please? Thank you.
5、Please_______it to make sure it’s correct.
Dialogue 3
Foreign Exchange Service
C: May I help you?
G: Yes, I’d ike to cash some traveler’s checks.
C: How much?
G: 100 pounds.
C: Would you sign the checks, please?
G: I’m afraid I already did.
C: That’s all right, but please sign them again on the back. (Guest signs them as cashier watches.) May I see your passport, please? Thank you. Would you sign here and fill in your room number, please? Thank you. That’s 1,309 yuan and 6 jiao. Please count it to make sure it’s correct.
Questions
1、How much does the guest want to exchange?
2、What’s the exchange rate?
3、Please fill in the ______, your ____ and _______, and sign your name.
4、What denomination does the guest need?
Dialogue 4(tape of the book 1)
Foreign Exchange Service
Cashier: Good morning. How can I help you?
Guest: Yes. I want to change some US dollars into Chinese RMB.
Cashier: How much is that?
Guest: 200 US dollars. Here you are.
Cashier: We change foreign currencies according to today’s exchange rate….100 US dollars, an equivalent of 810 Yuan RMB.
Dialogue 4
Foreign Exchange Service
Guest: Ok, I’ll take it.
Cashier: Please fill in the exchange memo, your passprot number and the total sum, and sign your name.
Guest: Here you are. Is that all right?
Cashier: Yes, thanks. What denomination do you need?
Guest: What denomination do you have?
Cashier: There are 100-Yuan notes, 50-Yuan notes, 20-Yuan notes, 10-Yuan
Dialogue 4
Foreign Exchange Service
notes 5-Yuan notes and 1-Yuan coins.
Guest: Give me 20 5-Yuan notes, 20 1-Yuan coins, and the others are 100-Yuan notes.
Cashier: Certainly. Here is 1620 Yuan RMB. Check it, please, and keep the memo.
Guest: That’s right. Thank you for your help.
Cashier: Always at your service.
The check-out service
LISTENING PART
of the MP3
Dialogue 1
1、What’s the guest’s name and room number, please?
Denis Remington, room 1408.
2、What's thetotal sum of the bill？
The total is $800.
3、 How does the guest wish to settle his account?
By credit card. Master Card.
4、We accept _______; Diner’s Club, _____, _________, Million Card（百万信用卡）, JCB（中国银行发行的中日双币卡） and Federal Card.（发达卡，中国银行发行的中港双币卡）
Dialogue 1 Paying in cash
C: Good morning. May I help you?
G: Yes. Could I have my bill settled, please?
C: Yes, of course, sir. What’s your name and your room number, please?
G: Denis Remington, room 1408.
C: OK. Here is your bill, Mr. Remington. The total is $800.
G: Hm, the figure seems all right.
C: How do you wish to settle your account, sir? In cash or by credit card?
G: By credit card. What credit cards do you honor?
C: We accept Master Card, Diner’s Club, American Express, Visa, Million Card, JCB and Federal Card.
G: Then I’ll put it on my Master Card.
Dialogue 1 Paying in cash
C: Okay. By the way, there is a 4% merchant commision代理佣金 you must pay if you use a credit card.
G: Who gets the 4%?
C: The Bank of China. We defray[di'frei] 支付 this charge when you pay your sundry['sʌndri]各种各样的 fees bill, but I’m afraid we must add it to your room charges.
G: Okay. Here you are.
C: Thank you. Would you sign here, please? Thank you, here is your card and your copy.
G: Thank you.
C: Just a moment, please. Let me give you your receipt.
Dialogue 2
1、How will the guest pay?
In cash, U.S. dollars
2、Is there a handling charge for paying U.S. doallars in cash？
There is a 3% handling charge for paying U.S. doallars in cash.
3、How much will the guest pay？
That will be $546.
4、Is there any problem with the money the guest gives？
I think this is short $10.
Dialogue 2 Paying in U.S. Dollars
G: Hello, I’m here to pay my bill.
C: Will that be cash or charge?
G: Cash.
C: Renminbi, or U.S. dollars?
G: Dollars.
C: Okay. By the way, there is a 3% handling charge for paying U.S. doallars in cash.
G: What? That’s absurd. Why is there a handling charge for cash?
C: The bank adds a 3% service charge for every transaction involving cash in U.S. dollars. It’s a charge for using their services.
Dialogue 2 Paying in U.S. Dollars
G: I’ve never heard of such a thing! All right, add it if you must.
C: That will be $546.
G: Okay. Here is $550.
C: (Counts it twice) I’m sorry. I think this is short $10. Could you count it again, please?
G: All right, Let me see... I guess you are right. Sorry, here you are.
C: That’s all right. $550. Here is your change, please check it. And here is your receipt.
Dialogue 3 Checking out
1、Guest’s name and room number,
Henry Green. Room 1123.
2、 How about the charge for the days the guest shared the room with his friend?
Please add it to my account.
3、 Have the guest used any hotel services?
Yes, breakfast. dinners andlunches in the restaurant，Brandy ，couple of calls
4、What’s the total sum？
The total is 1,425 dollars.
5、How will the guest pay?
by American Express
6、What kind of service does the guest ask for?
Deposit his luggage until 3p.m.
Dialogue 3 Checking out
G: Good morning. Is this desk open?
C: Yes, it is. May I help you?
G: I’m leaving today. May I have my bill?
C: Your name and room number, please?
G: Henry Green. Room 1123.
C: Yes, Mr. Green. How about the charge for the days you shared the room with your friend?
G: Please add it to my account.
C: Okay. Have you used any hotel services, Mr. Green?
Dialogue 3 Checking out
G: Yes, my friend and I just had breakfast. I had three dinners and three lunches in the restaurant and I signed for a Brandy at the lobby bar. I made a couple of calls to my wife and a couple of calls to our Hong Kong office. But I only spent a few minutes on the phone each time. You know, all of my calls were made during discount hours.
C: Well, I have to tell you, sir, that there is no discount rate or peak rate or any other rate for international calls here. There is only one rate, the standard rate. Here is your bill. The total is 1,425 dollars.
G: Can I pay by American Express?
Dialogue 3 Checking out
C: Yes, of course.
G: Here you are.
C: Thank you. Here is your card and your receipt.
G: Oh, is it possible to leave our luggage here until we’re ready to leave this afternoon? We’d like to do some more shopping.
C: Yes. We’ll hold it for you.
G: We’ll be back by 3 p.m.
C: That will be all right. Have a nice day.
G: Thank you.
The check-out service
LISTENING PART
of the tape
Questions
1、What’s the guest’s name and room number?
Jeffery Canner in Room 1106.
2、Is there any recent consumption?
breakfast
3、How much is the bill in total?
Here is your bill, 1725 in all, including 15% service charge.
4、How much should the cashier refund to the guest?
75 Yuan.You have paid a deposit of 2000 Yuan RMB, haven’t you?
Dialogue 4
Paying in cash
Cashier: Good morning, sir. May I help you?
Guest: Good morning. I am leaving today. May I settle my hotel bill now?
Cashier: Your name and your room number, please?
Guest: Jeffery Canner in Room 1106.
Cashier: Did you have your breakfast?
Guest: Yes.
Dialogue 4
Paying in cash
Cashier: Have you used any facilities since then?
Guest: No.
Cashier: Just a moment, please. I’m preparing your bill….
Sorry to have kept you waiting. Here is your bill, 1725 in all, including 15% service charge. Please check it.
Guest: That’s right.
Dialogue 4
Paying in cash
Cashier: You have paid a deposit of 2000 Yuan RMB, haven’t you?
Guest: Yes. Here is the receipt.
Cashier: Thank you. Here is the invoice and your change. Have a check, please.
Guest: It’s quite all right. Thank you.
Cashier: You’re welcome. We hope you will enjoy your journey.
Questions
1、What’s the guest’s name and room number?
Roger Henson, Room 808.
2、How much is the bill in total?
Your bill totals 3500 Visa Card.Yuan RMB.
3、What kind of cards are accepted in the hotel?
American Express, Master, International Diner’s Club, Visa, International Great Wall, and so on.
4、What kind of card has the guest got?
Visa Card.
Dialogue 5
Paying with credit cards
Cashier: Good moring. How can I help you?
Guest: I’d like to pay my hotel bill.
Cashier: Your name and your room number, please?
Guest: Roger Henson, Room 808.
Cashier: Here you are. Your bill totals 3500 Yuan RMB.
Guest: I see.
Dialogue 5
Paying with credit cards
Cashier: Will that be credit or check?
Guest: With credit cards. What card do you honor?
Cashier: American Express, Master, International Diner’s Club, Visa, International Great Wall, and
so on. What kind of card have you got?
Guest: Visa Card.
Cashier: Fine. Let me take a print of your card.
Dialogue 5
Paying with credit cards
Guest: Here it is.
Cashier: Wait a moment, please… Sorry to have kept you waiting, please sign on the print.
Guest: Ok.
Cashier: Thank you, sir. Take your credit card and the receipt. We hope you have enjoyed your stay in the hotel.
Questions
1、What’s the guest’s name and room number?
Roger Henson,room 1108.
2、How much is the bill in total?
That’ll be 4000 Yuan RMB.
3、What kind of consumptions are included in the bill?
We charge you for the rate of the room, room service, laundry and drinks.
4、How will the guest pay for the bill?
I’ll pay with traveler’s check.
5、What’s today’s exchange rate?
815 Yuan RMB against 100 US dollars.
Dialogue 6
Paying with traveler’s checks
Cashier: Good morning. Can I help you?
Guest: My name is Roger Henson. I want to check out, please.
Cashier: Excuse me, were you in room 1108?
Guest: That’s right, what’s the bill?
Cashier: That’ll be 4000 Yuan RMB. Would you like to check it?
Guest: Is today’s breakfast included? I paid cash for it.
Dialogue 6
Paying with traveler’s checks
Cashier: I was told so. We charge you for the rate of the room, room service, laundry and drinks.
Guest: I’ll pay with traveler’s check.
Cashier: Fine, Traveler’ check is welcome.
Guest: May I know today’s US dollars for traveler’s checks?
Cashier: 815 Yuan RMB against 100 US dollars. Your passport please.
Dialogue 6
Paying with traveler’s checks
Guest: Here you are.
Cashier: Please sign your name again on the traveler’s check and sign on the memo.
Guest: Ok, is it all right?
Cashier: That’s right. Here is your invoice. And this is the exchange memo.
Guest: Thank you.
Cashier: We hope you’ll come again. Have a nice trip, sir.
Questions
1、What’s the guest’s name and room number?
Smith in room 808.
2、How much is the bill in total?
You bill totals 3450 Yuan, including 15 percent surcharge.
3、How much should the guest pay for the taxi?
1335 Yuan for the taxi.
4、How much does the hotel charge for the taxi per day?
The charge for a taxi is 400 Yuan per day.
Dialogue 7
Explaining the bill
Cashier: Good morning sir. Can I help you?
Guest: I'd like to pay my hotel bill now. My name is Smith in room 808.
Cashier: Just a moment, please, Mr. Smith. I'll get your bill ready soon... Sorry to have kept you waiting. Here you are. You bill totals 3450 Yuan, including 15 percent surcharge.
Dialogue 7
Explaining the bill
Cashier: What! 3450 Yuan. Is there a mistake?
Guest: Please examine the bill carefully and see if there's any mistake.
Guest: Of course, I'll check it. 1335 Yuan for the taxi. That's really a surprise!
Cashier: The taxi is rented either by the day or by the mile. In any case, you're expected to pay for extra hours and
Dialogue 7
Explaining the bill
miles. I understand that you rented the taxi by day, but one evening you went to see an opera, which means an extra of 135 Yuan. The charge for a taxi is 400 Yuan per day.
Guest: Three times four hundred is twelve hundred. Twelve hundred plus 135 is 1335 Yuan. Your taxi charge is higher than I imagined it would be.
Dialogue 7
Explaining the bill
Cashier: Well, it's uniform throughout our city.
Guest: It seems that i'll have to pay what you ask. I hope I'm not being ripped off.
Cashier: Ripped off? That's out of the question in our city. Here's the invoice and money you overpaid for your deposit.
Oral practice:
Situations of
foreign currency exchange
Situation 1
Cues：
1、客人需要兑换个人支票。收银员回答只能兑换现金和旅游支票。
2、客人于是决定兑换300美金。客人需要一些零钱。
3、今天的汇率是6.52人民币兑1美金。请客人出示护照，给客人1956元人民币。
4、要求客人填写兑换水单。
Situation 2
Cues：
1、客人需要兑换800美金。
2、告知客人夜间的兑换限额是500美金，客人于是决定兑换500美金。
3、今天的汇率是6.43人民币兑1美金。请客人出示护照，给客人3215元人民币。
4、要求客人填写兑换水单。
5、祝住店愉快。
Situation 3
Cues：
1、客人需要兑换100英镑。
2、告知客人今天的汇率是10.16人民币兑1英镑。请客人出示护照，给客人1016元人民币。
4、要求客人填写兑换水单。
5、祝住店愉快。
Situation 4
Cues：
1、客人需要兑换300欧元。
2、告知客人今天的汇率是8.73元人民币兑1英镑。请客人出示护照，给客人钱。
3、要求客人填写兑换水单，要求客人填写兑换水单，交代兑换水单的作用是若客人离开中国还有人民币剩余，可在机场兑换处或外币兑换银行将人民币换回欧元。
Situation 5
Cues：
1、客人需要将100美金换成英镑。
2、告知客人酒店没有办法办理此兑换业务。
3、客人决定将100美金换成人民币。
4、今天的汇率是634人民币兑100美金。要求客人填写兑换水单。
5、请客人清点钱的数量，并祝住店愉快。
Situation 5
Cues：
1、客人需要将5300人民币换回美金。
2、告知客人酒店没有办法办理此兑换业务，酒店只能实施单向兑换而不能办理全向兑换业务。
3、建议客人去外币兑换银行或机场兑换处兑换。
Situation 6
Cues：
1、客人需要兑换500美金的旅游支票。
2、客人支票上划掉的地方，请客人在支票上坏掉的地方签名。
3、今天的汇率是6.50人民币兑换1美金。
4、请客人出示护照，并填写兑换水单。
Situation 7
Cues：
1、客人需要兑换500美金的旅游支票。
2、客人支票上日起不对，应该是11月11日，而不是11月10日，请客人改正过来并在支票上签名。
3、今天的汇率是6.50人民币兑换1美金。
4、请客人出示护照，并在兑换水单上填上房间号及总金额。
Situation 8
Cues：
1、客人需要兑换500美金的旅游支票。
2、今天的汇率是6.50人民币兑换1美金。
3、问客人想要什么面额的钱。我们有100、50、20、10元的纸币和1元的硬币。
4、客人想要一些零钱，4张50的纸币，两张20的纸币，10个1元的硬币。其他的就是100元的纸币。
5、请客人出示护照、填写水单，数清钱的金额。
Situation 9
Cues：
1、客人需要兑换500欧元的现金。
2、今天的汇率是8.70人民币兑换1欧元。
3、问客人想要什么面额的钱。客人说任何面额都可以。
4、请客人出示护照、填写水单，数清钱的金额。
Situation 10
Cues：
1、客人需要兑换500美元的现金。
2、今天的汇率是6.70人民币兑换1美元。
3、问汇率是否和银行给的汇率一样。回答是的。
4、问是否需要收取服务费。回答说是给客人提供的免费的服务。
5、请客人出示护照，填写兑换水单，给客人钱。
Situation 11
Cues：
1、客人需要兑换5000人民币换成美元。
2、很抱歉，我们酒店只有单向兑换的权利，没有全向兑换的执照。
3、请客人去机场兑换处或者银行兑换。
Situation 12
Cues：
1、客人需要兑换200欧元的现金。
2、今天的汇率是10.17人民币兑换1欧元。
3、请客人出示护照，填写兑换水单。
4、客人问为何要出示护照，回答说，需要护照上的相关信息，比如姓名、国籍、护照号等。
5、客人没有带护照。
6、很抱歉没有办法帮客人兑换，请客人下次再来。
Situation 1
Cues：
1、客人需要兑换个人支票。收银员回答只能兑换现金和旅游支票。
2、客人于是决定兑换300美金。客人需要一些零钱。
3、今天的汇率是6.52人民币兑1美金。请客人出示护照，给客人1956元人民币。
4、要求客人填写兑换水单。
Situation 2
Cues：
1、客人需要兑换800美金。
2、告知客人夜间的兑换限额是500美金，客人于是决定兑换500美金。
3、今天的汇率是6.43人民币兑1美金。请客人出示护照，给客人3215元人民币。
4、要求客人填写兑换水单。
5、祝住店愉快。
Situation 3
Cues：
1、客人需要兑换100英镑。
2、告知客人今天的汇率是10.16人民币兑1英镑。请客人出示护照，给客人1016元人民币。
4、要求客人填写兑换水单。
5、祝住店愉快。
Situation 4
Cues：
1、客人需要兑换300欧元。
2、告知客人今天的汇率是8.73元人民币兑1欧。请客人出示护照，给客人钱。
3、要求客人填写兑换水单，交代兑换水单的作用是若客人离开中国还有人民币剩余，可在机场兑换处或外币兑换银行将人民币换回欧元。
Situation 5
Cues：
1、客人需要将100美金换成英镑。
2、告知客人酒店没有办法办理此兑换业务。
3、客人决定将100美金换成人民币。
4、今天的汇率是634人民币兑100美金。要求客人填写兑换水单。
5、请客人清点钱的数量，并祝住店愉快。
Situation 5
Cues：
1、客人需要将5300人民币换回美金。
2、告知客人酒店没有办法办理此兑换业务，酒店只能实施单向兑换而不能办理全向兑换业务。
3、建议客人去外币兑换银行或机场兑换处兑换。
Situation 6
Cues：
1、客人需要兑换500美金的旅游支票。
2、客人支票上划掉的地方，请客人在支票上划掉的地方签名。
3、今天的汇率是6.50人民币兑换1美金。
4、请客人出示护照，并填写兑换水单。
Situation 7
Cues：
1、客人需要兑换500美金的旅游支票。
2、客人支票上日期不对，应该是11月11日，而不是11月10日，请客人改正过来并在支票上签名。
3、今天的汇率是6.50人民币兑换1美金。
4、请客人出示护照，并在兑换水单上填上房间号及总金额。
Situation 8
Cues：
1、客人需要兑换500美金的旅游支票。
2、今天的汇率是6.50人民币兑换1美金。
3、问客人想要什么面额的钱。我们有100、50、20、10元的纸币和1元的硬币。
4、客人想要一些零钱，4张50的纸币，两张20的纸币，10个1元的硬币。其他的就是100元的纸币。
5、请客人出示护照、填写水单，数清钱的金额。
Situation 9
Cues：
1、客人需要兑换500欧元的现金。
2、今天的汇率是8.70人民币兑换1欧元。
3、问客人想要什么面额的钱。客人说任何面额都可以。
4、请客人出示护照、填写水单，数清钱的金额。
Situation 10
Cues：
1、客人需要兑换500美元的现金。
2、今天的汇率是6.70人民币兑换1美元。
3、问汇率是否和银行给的汇率一样。回答是的。
4、问是否需要收取服务费。回答说是给客人提供的免费的服务。
5、请客人出示护照，填写兑换水单，给客人钱。
Situation 11
Cues：
1、客人需要兑换5000人民币换成美元。
2、很抱歉，我们酒店只有单向兑换的权利，没有全向兑换的执照。
3、请客人去机场兑换处或者银行兑换。
Situation 12
Cues：
1、客人需要兑换200欧元的现金。
2、今天的汇率是10.17人民币兑换1欧元。
3、请客人出示护照，填写兑换水单。
4、客人问为何要出示护照，回答说，需要护照上的相关信息，比如姓名、国籍、护照号等。
5、客人没有带护照。
6、很抱歉没有办法帮客人兑换，请客人下次再来。
Situations of check out
Situation 1
Cues：
1、客人前来办理离店手续。问客人姓名房间号，最近的消费，以及付费方式。
2. 客人需要用个人支票付费。收银员回答只能兑换现金和旅游支票。
2、客人于是决定用美金现金支付。
3、今天的汇率是6.52人民币兑1美金。请客人出示护照。
4、要求客人填写兑换水单，并在账单上签名。
5、祝旅途愉快。
Situation 2
Cues：
1、住在1102房的史密斯先生来前台办理离店手续，住四个晚上，一共是3120元房费。
2、问客人是否有最近的消费。客人回答刚消费了迷你吧的可乐一瓶。
3、可乐是20元一瓶。另外要收取15%的服务费，一共是3611元。
4、客人已付4000元押金，所以要找给客人389元人民币。
Situation 3
Cues：
1、客人办理离店手续。（问候、问房号、问最近的消费、出示账单、收取付款）
2、因为客人的飞机是下午六点的，在去机场前想去附近的购物中心购物。客人问是否可以把行李放在酒店客房直到下午三点。
3、建议客人把行李寄存，是免费的。
Situation 4
Cues：
1、客人办理离店手续（问候、问房号、问最近的消费、出示账单）。
2、客人在检查账单时发现账单有问题，早餐应该是包括在房费里的。
3、经核实，确实是酒店方的错误。跟客人道歉并扣掉了相关费用。
4、祝一路顺风，希望下次光临。
Situation 5
Cues：
1、客人办理离店手续，（问候、问房号、问最近的消费、出示账单）。
2、要用信用卡支付。问客人有什么样的卡，我们酒店受理的信用卡有维萨卡、万事达卡、美国运通卡等等。
3、客人使用万事达卡结账。但金额超过了信用卡的额度3000美金。问客人是否愿意用现金支付其中的差额。
Situation 6
Cues：
1、客人办理离店手续（问候、问房号、问最近的消费、打电话给客房要查房）。2、但是在打电话给客房部要求查房时，发现床单有一个破洞，问客人是否知情。3、客人说是自己在床上吸烟时不小心弄破的。愿意按照相关规定赔偿。
4、房费是1300元人民币。床单赔偿金300元。一共是1600元人民币。
Situation 7
Cues：
1、客人办理离店手续（问候、问房号、问最近的消费、出示账单）。
2、客人觉得账单的总金额比预期的要多，希望收银员能帮忙解释一下账单详情。收银员详细的解释了账单的详细信息，如早餐费用、电话费用、迷你吧费用、西餐厅账单等。
3、收取付费，祝一路平安。
Situation 8
Cues：
1、客人办理离店手续（问候、问房号、问最近的消费、出示账单）。
2、在查阅账单的时候问有一笔38的费用是什么？回答是酒店的送餐服务费。
3、客人想要用旅游支票付费。收银员解释今天的汇率是6.85人民币兑1美金。需要客人在账单及兑换水单上前面。并在支票上标记是付给酒店的，而不是拿来兑换现金的。
Situation 9
Cues：
1、客人正要办理离店手续（问候、问房号、问最近的消费、出示账单、收取付款）。
2、在一切手续办理完之后，客人询问如果他离店后还有他的邮件寄往酒店怎么办。回答是，可以帮客人转寄到他的家庭地址或公司地址，但是需要客人仔细填写邮件转寄单。
Situation 10
Cues：
1、客人办理离店手续（问候、问房号、问最近的消费、出示账单）。
2、客人发现账单有问题。房价应该是120元一晚，而不是150一晚。因为在办理入住手续的时候等待时间过长，前厅经理承诺给20%的折扣。
3、请客人稍等，会跟经理核实一下情况。确实有这样的事情，向客人表示歉意，并重新准备了客人的账单，收取了现金付费。
Situation 11
Cues：
1、旅游团队导游来前台办理离点手续。
2、发现团队中206号房的房卡还没有交到前台，让导游帮忙去取一下。
3、团队分账单即个人账单都已经支付了。团队总账单即房间费用总和一共是2800块钱。20间房，每间140。
4 问支付方式。导游说和酒店是有协议的。可以直接签单。请导游签单，并给消费凭证。
5 问是否需要行李服务。回答是，行李都已经搬运到旅游巴士上了。
6. 祝旅途愉快。
Situation 12
Cues：
1、旅游团队成员Smith 先生来退房。
2、问房间号，问最近的消费。
3、做出分账单即个人账单，并解释账单。Smith先生在房间内消费了迷你吧和送餐服务。房间费用是由旅行社支付的。请客人查阅账单。。
4 问支付方式，收取付费。。
5 祝旅途愉快。
Situation 14
Cues：
1、Smith 先生来退房。
2、问房间号，问最近的消费。
3、问客人付费方式。回答说想要用信用卡支付。提示客人，信用卡支付需要4%的代理佣金。
4 、帮客人刷卡，并让客人签名。
5 、给客人收据。
6、 祝旅途愉快。
Situation 15
Cues：
1、Smith 先生来退房。
2、问房间号，问最近的消费。
3、账单一共是1850元。问客人付费方式。回答说现金。
4 、收取付费，发现客人少给了十块钱。
5 、客人核对后，补足了钱。
6、请客人在账单上签名，并给客人收据。
7、 祝旅途愉快。
三、答疑安排
1、Ask the students to think over some difficulties of this topic, if they have any questions, they can confer me on internet. My QQ number 6771720. Cell-Phone number 13971461982.
四、布置三习题（预习题、练习题、复习题）和阅读书目的章节内容。
1、预习题：Have a preparation about next class. Read the dialogues of this unit,
2、练习题：Finish the exercises after this Unit on your textbook.
3、复习题：Understanding the important words, phrases, expressions and sentences with some examples in order to get ready for the oral practice fort this topic.
4、参考书《酒店英语听说第二版》Unit Six Lesson26-30.
五、教学反思
6、 如何更多的让学生参与到课堂讨论？
（11） 前几堂课尽可能多的让学生轮流发言、回答问题。对每个学生的英语基础特别是口语基础有一个大致了解。根据实际水平，提不同难度的问题。
（12） 不管学生回答的怎么样，尽可能的肯定和鼓励，营造轻松愉悦的课堂氛围。
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