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Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:
The first lesson
Step I: Lead-in. (10 minutes)
1. The teacher would invite some students to talk about some basic knowledge of providing information to the guests.
2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of giving information. ? Inquiring about fees ? Posting letters
? Giving information.
Step II learn the new words and sentence patterns. (35minutes)
1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.
1) Good afternoon. Information Desk. Is there anything I can do for you? 2) What seems to be the problem, sir?
3) What information would you like to get? 4) Would you like to book an airline ticket? 5) Shall we get a taxi for you?
6) The weather will be very good tomorrow. Have a nice tour!
7) The Summer Palace is not far away from here. You’d better take a taxi there. 8) You can a subway train there. It’s very convenient. 9) The local cuisine here is Sichuan cuisine. It’s tasty.
10) If you want to send an e-mail, you can do it in your room or go to the business center.
11) OK. I’ll do it for you right away.
12) Would you like to leave a message for your friend? 13) I’ll stick the stamp and sent it for you. 14) Not at all. You are always welcome.
2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.
3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.
The second period
Step III: Practice the sample dialogues in the textbook. (25 minutes)
1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)
2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.
3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)
Step IV Role play. (20minutes)
1. First, the teacher would require the students to make dialogues according to the
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following given situation. The students are given 10 minutes to make the dialogue in pairs.
Situation: A guest comes to the Information Desk to ask something about shopping. He wants to buy some typical Chinese products as gifts. Try to introduce correct information and give him directions.
2. The teacher would ask some pairs to act out their dialogue in front of the class. 3. Give comments and advices to improve the students’ dialogues.
Step V Homework assignment
16. Finish Exercise II, III, IV in the textbook.
17. Learn the sentence patterns by heart and practice the dialogues. 18. Preview the new unit.
Period: 2
Content：Workshop 1Unit 7 Complaints
Teaching aims: 1.Being familiar with the terms and useful phrases about handling complaints.
2.Use sentence patterns skillfully in working situations. 3 Making situational dialogues fluently.
4. Grasp some knowledge about handling complaints. Teaching focus:
1. Sentence patterns in handling the guests’ complaints.
2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently
2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:
The first lesson
Step I: Lead-in. (10 minutes)
1. The teacher would invite some students to talk about some skills in dealing with the guests’ complaints.
2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of how to deal with the guests’ complaints. ? Misunderstandings at the Front Desk
Checking the facts
Explaining hotel policies Solving the problem
? How to deal with complaints?
Right attitude
Steps to deal with complaints The importance ? All is a mess
Apologize Taking actions
Step II learn the new words and sentence patterns. (35minutes)
1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.
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1) I am terribly/ awfully sorry.
2) I’m awfully sorry for my carelessness. 3) What’s the trouble, sir?
4) Receptionist, I’d like to make a complaint.
5) Can you change my room for me? It’s too noisy. 6) Please accept my apology on behalf of the hotel. 7) Could you attend to this matter immediately? 8) I’m terribly sorry. I’ll attend to it at once.
9) I am sorry to have caused you so much trouble.
10) Would you mind coming with me to my office and tell me exactly what happened there, Madam?
11) I’m sorry. It is the policy of the hotel. I hope you will understand. 12) No problem, sir. We’ll manage it.
13) we will look into the matter immediately. Thank you for telling me. 14) I’ll make a note of that. Everything will be taken care of. 15) I understand how you feel and we’ll try our best to help you. 16) Sorry, madam. I’ll solve the problem for you as soon as possible.
17) I am afraid you have misunderstood what I said. Perhaps I can explain it again. 18) I assure you it won’t happen again.
19) Just give us another chance and you will find everything will be right again the next time you go to the restaurant.
20) If there is anything more you need, please let us know. 21) I promise to attend to the matter immediately. 22) There must be some misunderstandings. 23) Can you tell me what the matter is?
24) thank you for bringing this matter to our attention.
25) The worst thing is that the water closet is clogged and when I flushed it, it ran over.
26) My diamond necklace has been stolen. It is worth $4,500. it must have been stolen by one of your maids that took it. I want my diamond necklace back.
27) Managers should be responsible for customers and deal with it personally if anything goes wrong.
2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.
3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.
The second period
Step III: Practice the sample dialogues in the textbook. (25 minutes)
1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)
2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.
3. Act out the dialogues in front of classes in pairs. (First volunteer, and then call the
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students’ numbers)
Step IV Role play. (20minutes)
1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.
Situation: Mrs. Winston has lost her gold earrings in the hotel. She goes to the reception office to complain about the lost gold earrings. The receptionist is handling the complaint.
2. The teacher would ask some pairs to act out their dialogue in front of the class. 3. Give comments and advices to improve the students’ dialogues.
Step V Homework assignment
19. Finish Exercise II,III,IV in the textbook.
20. Learn the sentence patterns by heart and practice the dialogues. 21. Preview the new unit.
Period: 2
Content：Workshop 1Unit 8 Paying the bill and checking out
Teaching aims: 1.Master the terms and useful phrases in checking out. 2. Use sentence patterns skillfully in working situations. 3 Making situational dialogues fluently. 4. Grasp the procedure of checking-out. Teaching focus:
1. Sentence patterns in paying the bill and checking out.
2. Practice the sample dialogues and make situational dialogues. Teaching difficulties: 1. To read the conversations fluently
2. To make situational dialogues with the sentence patterns Teaching methods: interaction teaching methods, situation teaching methods Teaching procedures:
The first lesson
Step I: Lead-in. (10 minutes)
1. The teacher would invite some students to talk about the basic procedures of checking out.
2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of the basic knowledge of reception. ? Paying by credit card
Credit cards accepted in China Credit card code Procedure ? Checking out
Settling the bill Payment
Step II learn the new words and sentence patterns. (35minutes)
1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.
1) I’d like to have my bill, please.
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2) Have you used any hotel services since breakfast? 3) Here is your bill, sir. Please check it.
4) Would you please go the cashier desk to pay your bill?
5) How do you wish to settle your account, sir? In cash or by credit car? 6) Did you take anything from the mini-bar this morning? 7) May I have your name and your room number?
8) This is for three dinners and four lunches in our restaurant that you signed for. 9) This is your laundry charge.
10) May I check the details for you, please?
11) Just a moment, please. The cashier will have your bill ready in a moment. 12) What’s your method of payment, sir?
13) I’m sorry, you have to settle your bill then check out. 14) We accept the following credit cards.
15) I’m sorry, we don’t accept personal cheques. It is the policy of our hotel. 16) Would you like to check and see if the amount is correct? 17) Here is the money you overpaid.
18) Just a moment, please. I’ll write out a receipt for you.
19) The total amount you own the hotel is down at the bottom. 20) Would you like to settle the differences in cash?
21) Our check-out time is at noon but you used the room until6:00 p.m. I’m afraid that for late check-outs we charge an extra 10% of the room rate. 22) This is your change and your receipt. 23) Be sure not to leave anything behind.
24) We hope you enjoyed your stay with us and will visit us again. 25) I hope you will have a pleasant trip home.
2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.
3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.
The second period
Step III: Practice the sample dialogues in the textbook. (25 minutes)
1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)
2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.
3. Act out the dialogues in front of classes in pairs. (First volunteer, and then call the students’ numbers)
Step IV Role play. (20minutes)
1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.
Situation: Mrs. Brown is in Room 306 and she’d like to check out. Her bill is $560. She asks the cashier to explain want a charge of $30 is for. The cashier tells Mrs. Brown it is for the phone calls she made from her room. Mrs. Brown wants to settle
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