tourism旅游英语.doc

PAGE  PAGE 210 Chapter I Hotel English Part I The Front Office Teaching objectives requirements: To have a good command of oral English of the Front Office; To master working procedures in different sectors; To know well how to handle emergency and complaints. References: Practical Hotel English ( edited by Guozhaokang, North-east Finance University Press); Hotel English Alive ( edited by Guozhaokang, Fudan University Press); The Way to Communicative Ability in Tourism (edited by chenkecheng, East China Normal University Press); English Situational Conversations in Tourism (edited by Lidelai, Guangdong Tourism Press) Key points : Working procedures in the Front Office ; room reservations check in extending the stay changing rooms foreign currency exchange check out How to deal with emergency and complaints ; slow delivery of baggage complain about mixed up of room reservation Changing rooms Complain about the slowness in service Charging more Hotel phraseology in English Room reservations(客房预订)，group reservations (团体预订), a face-to-face reservation(门市预订)，check- in (登记入住)，a walk- in guest (过路客人)，check out (结帐)，foreign currency exchange(兑换外币)，general switchboard(总机)，home away from home (家外之家)，receptioninst( 接待员), reservationist（预订处值班员）, doorman, concierge, cashier, bellman, arrival list, room availability(可用房情况), room occupancy, room rate, no show(DNA), cancellation, waiting list, cut-off hour, rooming list, room charge sheet (房价表)，luggage stand, voucher, assistant manager(AM), spare room(未预订房间，空闲房间)，switchboard operator, incoming call, flight reservation(机票预订），booking agency(票务代理处)，etc. Difficult points: Working procedures; How to deal with emergency and complaints. 5. Teaching steps: To start with a question for students to think about; The students’ understanding of the question; Explanation on the main points of the lesson; Students’ presentation according to given situations ; Point out the inadequacies in the presentation; Assignments Te