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酒店英语教案第9讲
第 9 讲
一、名 称:Complaints and Claim
教学时数:2
教学目的: How to make the complaints
how to solve the complaints
四、重点和难点:
重点:some useful sentences
难点: To make situational dialogues with the sentence patterns
五、教学方法和手段:
方法: Task-driven method
手段:teach;Q A; Discussion;role-play
六、教学内容及时间安排
1.reference words
2.secen dialogues
3. other useful expressions
4. role-play教学过程
(一)导入新课Types of Complaints
Complaint about room facilities/equipments
2. Complaint about service
3. Complaint about environment
4. Complaint about unexpected events
(二)讲授新课?
I. Reference Words
argue 争吵 overflow 溢出
as soon as possible尽快 complaint 投诉
solution 尽快解决方法 efficient 效率高的
Understanding理解 mess 混乱
wrinkled 皱的 stained 有污渍的
overlook 忽视 supervisor 主管
instruction 指令,规定 reservation card 预订卡
make up整理
complaint 投诉 air conditioner 空调
heating 热水器 water closet 盥洗室
clogged 阻塞的 flush 冲刷
carpet 地毯 vacuum用吸尘器打扫
maintenance 维修 apologize for 道歉
inconvenience 不便
II. Scene Dialogue
Dialogue one Complaints about the service
Attendant: (Telephone rings) Good morning. I’m the room attendant.Can I help you?
Guest: My room hasn’t been made up yet. It’s already 12:00.
A: I’m awfully sorry, madam. We are very busy this morning. We’ll clean your room right now. Your room number, please?
G: Room 602. I would like to have my room made up early every day. Can you do this?
A: Yes, madam. We always have rooms made up early on request. Just let us know what you need. And if we can, we’ll oblige. Room 602. A maid will come to your room at once.
G: Thank you.
A: You’re welcome.
Dialogue two Non-delivery of an Order
R: Room Service speaking. What can I do for you?
G: I ordered my breakfast last night for today 8 a.m., but it hasn’t arrived yet.
R: I’m sorry, sir. Did you order by phone or by the reser
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