《酒店管理案例》教案(评价表)第一章.pdf

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1、*职业技术学校教案授课教师：授课班级：授课时间：2课题酒店管理概述教学目的、要求1.了解什么是酒店管理2.了解作为酒店的服务人员以及管理人员应该具备的基本素养3.了解酒店服务与管理的基本学习范畴4.规范酒店服务人员的仪容仪表5.了解酒店运营中各部门的基本工作职能6.前厅服务与管理的基本职能教学重点酒店各部门的基本工作职能教学难点前厅服务与管理的基本职能教学方法多媒体教学教学工具多媒体教室课时2 第一至二课时教学步骤或环节教学内容教学（师生双边）活动时间安排课程简介课前讨论：1.谈谈你认为什么是酒店管理？2.你觉得作为酒店的服务与管理人员最需要具备的素质是什么？1.教师提问，学生讨论。2.教师讲

2、解必备知识；学生总结、归纳。0.5 导入新课1.前厅服务与管理的重要性2.前厅的主要任务介绍1.教师提问：你对前厅的印象是什么2.学生分组讨论：在酒店住店经历中，最难忘的是哪段？给予评价并谈谈前厅服务与管理在酒店运营中的重要1 性3.前厅工作职能探讨总结各小组总结前厅服务的特点，重要性，注意事项教师总结，并介绍下节课主要内容0.5 布置作业了解前厅服务人员岗位职责教学后记评价表：1、学生自评表（含小组评议）项目评价内容分值自评小组评职业素养衣着、胸卡穿戴整洁5 头发、牙齿等清洁干净5 工作积极主动、勤学好问10 按要求完成小组内分工的任务10 协助小组其他成员完成工作任务10 任务完成质量根据

3、学习任务书按时完成任务10 按要求整理仪容仪表10 按要求自我调整心理10 能快速克服心理障碍10 能轻松化解尴尬10 创新能力能大方得体，心态轻松，灵活应对10 合计2、教师评价表组别方案展示（30分）任务完成质量（40 分）团队合作（30 分）合计意见与建议第一组第二组第三组第四组文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P

4、7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

5、HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P

6、7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

7、HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P

8、7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

9、HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7*职业技术学校教案授课教师：授课班级：授课时间：4课题前厅服务与管理案例分

10、析教学目的、要求1.熟悉前厅服务业务及岗位职责2.掌握前厅服务语言技巧、投诉处理技巧及应急处理能力3.培养作为前厅服务人员以及管理人员应该具备的职业素质4.了解酒店管理中的安全隐患并学会防范教学重点前厅服务工作职责及语言技巧教学难点1.前厅服务语言技巧、应急能力的培养2.职业素质的培养3.酒店安全意识的树立教学方法讲授法讨论法教学工具酒店模拟实训室课时4 第一至四课时教学步骤或环节教学内容教学（师生双边）活动时间安排案例一1.通过一个案例，让学生知道礼宾部的工作职责是什么？2.酒店的管理人员的工作职能是什么？3.该如何处理应急事件1.教师描述案例，提出问题2.学生分组讨论，总结出礼宾部的工作职

11、责，大厅经理的工作职责3.教师总结1 案例二1.前台服务需要具备哪些素质2.前台服务的基本语言技巧及行为规范是什么1.教师描述案例，提出问题2.学生分组讨论，总结出前台服务人员的基本语言技巧及行为规范3.作为前台服务人员及酒1 文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2

12、E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:C

13、M5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2

14、E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:C

15、M5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2

16、E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:C

17、M5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C73.在前台服务过程中，面对投诉该如何处理4.酒店的管理人员如何应对客户投诉店管理人员在面对客户投诉时的话术训练4.教师总结前台服务人

18、员的工作职责及服务规范案例三、四1.前厅收银员如何避免资金安全问题2.作为酒店服务人员如何保证客户及酒店的财产安全3.作为酒店的管理人员如何做好酒店的防骗、防盗、防火工作1.教师描述案例，提出问题2.学生分组讨论，酒店可能出现的安全隐患有哪些？3.学生分组讨论，总结出作为收银员如何避免陷入资金安全隐患4.师生探讨如何最大限度的保障酒店财产及客户财产安全5.教师普及消防知识2 二、总结各小组讨论总结前厅服务的注意事项教师给予评价并总结前厅服务过程中可能遇到的问题，需要的管理人员和员工素质及培养方式；相关知识链接的讲解介绍三、布置作业在以上案例中选取一则做情景模拟并形成文案教学后记评价表：1、学生

19、自评表（含小组评议）项目评价内容分值自评小组评职业素养衣着、胸卡穿戴整洁5 头发、牙齿等清洁干净5 工作积极主动、勤学好问10 按要求完成小组内分工的任务10 协助小组其他成员完成工作任务10 任务完成质量根据学习任务书按时完成任务10 按要求完成听的训练并掌握技巧10 按要求完成记的训练并掌握技巧10 按要求完成发声的训练并掌握技巧10 文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z

20、2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3

21、ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z

22、2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3

23、ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z

24、2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3

25、ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7能公平公正评比10

26、 创新能力能大方得体，心态轻松，灵活应对10 合计二、教师评价表组别方案展示（30分）任务完成质量（40 分）团队合作（30 分）合计意见与建议第一组第二组第三组第四组文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

27、 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4

28、P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

29、 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4

30、P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4

31、 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4

32、P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7*职业技术学校教案授课教师：授课班级：授课时间：2课题第一章情景模拟展示教学目的、要求1.模拟之前进行情景介绍，人物介绍，每个人物的问题分析2.通过情景模拟让学生身临其境的去思考酒店服务人员及

33、管理人员的工作职能、语言技巧、应急处理方式教学重点前厅服务与管理的工作流程的熟悉教学难点1.服务与管理过程中语言技巧的训练2.面对问题时随机应变的能力训练3.了解前厅各部门各岗位的工作职能教学方法模拟演练评比法教学工具酒店模拟实训室课时2 第一至二课时教学步骤或环节教学内容教学（师生双边）活动时间安排布置任务提问：每个小组都根据上节课选好的题材给出情景介绍、人物分析、面临的问题展现1.教师提出模拟演练的要求及评比标准2.布置任务，学生准备0.5 模拟演练1接待服务熟悉接待服务流程；熟悉前厅服务工作要领；练习前厅服务话语技巧2.模拟过程举止大方得体；不紧张，语调符合模拟身份；1.学生分组分角色模

34、拟实景演示2.教师在旁观摩指导3.学生互评，并总结4.教师总结，给予每组评价，指出演练过程中的优1 文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2

35、L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 Z

36、O9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2

37、L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 Z

38、O9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2

39、L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 Z

40、O9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7态度诚恳语速适中语调轻柔；注意细节.3.学生互评学生互评，指出各自优缺点；总结本章知识缺点5.总结本章内容二、总结各小组展示结果；描述各训练的技术要点与技巧；总结本次本章节学习的得与失；通过自评、互评、教师评价的方式得出成绩。0.5 三、布置作业教学后记评价表

41、：1、学生自评表（含小组评议）项目评价内容分值自评小组评职业素养衣着、胸卡穿戴整洁5 头发、牙齿等清洁干净5 工作积极主动、勤学好问10 按要求完成小组内分工的任务10 协助小组其他成员完成工作任务10 任务完成质量根据学习任务书按时完成任务10 解说生动，不紧张，有重点10 清楚校园文化，熟悉并规划好校园路线。10 导游词完整连贯10 举止大方，风趣幽默10 创新能力能大方得体，心态轻松，灵活应对组员的提问10 合计二、教师评价表组别方案展示任务完成质量团队合作合计意见与建议文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN

42、9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C

43、7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN

44、9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C

45、7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN

46、9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C

47、7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN

48、9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7（30分）（40 分）（30 分）第一组第二组第三组第四组文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2

49、L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 Z

50、O9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2L5C5Z4 HN9T1W5T2E3 ZO9R1L4P7C7文档编码:CM5Z2