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Chapter 1 Front Office 教学目标和要求：Students will know the main tasks of the different sections of the front office and be familiar with the work proce of each task.Students will be able to deal with the common tasks of Front Office in English after learning this Chapter.重点难点：1.Key words and expreions about Room reservation, Check-in, Concierge Switchboard, Busine Center and Check-out
2.Word-Proce of each task of the Front Office 3.Ways to complete the forms of each section 教学方法与手段：Situational teaching method
TBS teaching method
课时分配：12课时
板书设计： Unit 1 Room Reservation Greet the guest:
Good morning/ afternoon/ evening,!...hotel....Speaking.Offers help:
May I help you? Ask for guests' request:
What kind of room would you like to reserve? Ask for guests' information: May i have your name and telephone number? Make sure the information is correct:
...Is that right? Says goodbye to guests:
We are looking forward to your arrival
Unit 2 Check-in Ask the guest if he has a reservation: Have you made a reservation, Sir/Madam? Confirms the reservation information: Sir/ Madam, I’d like to reconfirm your reservation information.Asks for the guest’s visa or paport: Could I see your paport/visa? Asks the guest to fill in the registration form: Would you please fill out the registration form? Gives the guest key cards: Here is your room card.Wishes the guest a happy stay: Wish you a pleasant stay in our hotel.Unit 3 Concierge Help the guest with his luggage: Let me help you with your luggage.Shows the guests to his room: Shall I show you to your room? Introduces the room facilities to the guest: Mr./Mrs….Let me introduce the room facilities to you first…(here is ….)Leaves the guests room: I’ll be glad to be at your service anytime.Unit 4 Switch-board Greeting the guest:
Good morning/ afternoon/ evening, ××hotel.Service Centre.××speaking.How may I help you? Asking for recipients’ information:
Could you please tell me who you’d like to speak to? What is the name and room number of the guest?/May I have the guest’s name and room number? What is the telephone number you want in England? Making the callers wait: Hold on, please.I’ll put you through.Would you mind waiting for a second, I’ll call to see if he is in his room.Asking for guests’ request: would you like to leave him a meage? Shall I tell him to call you back? When would you like us to wake you up? Please tell me the room numbers of the group.Making sure about the information: I’ll repeat your meage, …… is that correct? I’ll make sure that Mr./Mrs./Mi ××gets your meage as soon as he/she comes back.Saying goodbye to guests: Thank you for calling.Unit 5 Busine Center Greeting the guest:
Good morning/ afternoon/ evening,!Offering help:
What can I do for you? Asking for guests' request:
When do you need the conference room for the meeting? How many copies do you want?
Do you want to photocopy it?
Could you repeat the fax number? What kind of language do you need? Asking for guests' information: May I have your name and room number? Making sure about the information: Shall I repeat your requests to make sure?
...Is that right? Saying goodbye to guests:
Goodbye.Mr./Ms./Mi....Have a nice day.
