导游服务礼仪电子教案（模块二） (2).docx

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1、淄博职业学院 导游服务英语课教学方案教师：王迎新序号：2授课时间授课班级P12旅游班上课地点南区C811教学单元 名称Module Two Hotel Accommodation课时2教学目标专业能力Learn about the welcome speech方法能力Collect information and discuss社会能力Own a ability of dealing with problems目标群体Tourism management教学环境Recording material and pictures教学方法Case teachingdiscuss and situati

2、on and listening时间 安排教学过程设计Lead-in （5 分钟）The tour guide should help group guests check in immediately. And he/she should communicate with the clerk at the front desk first and make sure he/she can get the right rooms, then he/she should help the tour leader distribute the rooms, certainly, before sh

3、owing the room keys to guests, the guide should remind them of the necessary information of the rest arrangement.Basic Procedure （5 分钟）1. Help the tourists check in and introduce them to the locations of the main facilities of the hotel.2. Help the tour leader put the room numbers on the luggage and

4、 have the luggage sent to the rooms as soon as possible.3. If the tourists have some problems, inform the floor attendant immediately and actively assist them in solving the problems.4. Introduce hotel dining facilities, remind the dining locations of the first dinner and breakfast.5. Announce the a

5、rrangements for the day or the next day, and inform the tourists the room number and telephone numbers of the local guide, national guide and the tour leader.Part 1. SpeakingHelp check in and check outNotes:入住酒店时，导游须帮助游客领取房卡及早餐券，告知游客早餐地点，并叮嘱不要遗失早 餐券。在确认大件行李无误后，再请游客乘电梯先进房间。同时要约定下次集合地点、时间。 如该团出发的时间较早，

6、导游应与领队商定叫醒服务和用餐的时间并通知游客。如果该团需要 改变用餐时间(早于餐厅的服务时间)、地点和方式，导游应及时通知酒店有关部门提前安排。/ Situational dialogue 1 Assist the tour leader to check inScene: Zhang Li, the local guide of CITS Guangdong Branch, leads a tour group from Britain to check in the Hotel- - - Guangzhou White Swan Hotel.(R: receptionist Z: Zha

7、ng Li, the local guide W: John White, the tour leader)R: Good afternoon. Welcome to White Swan Hotel. What can I do for you?Z: My name is Zhang Li, a local guide from CITS Guangdong branch. I have booked 7 standard rooms and 1 single room for 15 people.R: Just a moment, please, Miss Zhang. Ill check

8、 the arrival list. .Thank you for your waiting. Yes, we have your reservations here. Would you please fill out the registration form for your group?Z: Sure.R: Would you please show me your passports? Ill make a copy of them.W: Of course, these are our passports.R: Thank you. Here are your passports.

9、 May I confirm your departure date, Miss Zhang?Z: We should be staying for 3 nights and leaving on 20th.R: Great. Here are the vouchers and the room cards to your rooms and breakfast.Z: Mr. White, would you please divide breakfast vouchers and the room cards?W: Sure.R: What time will you have a morn

10、ing call?Z: 07 a.m. on 18th, 19th and 20th.R: I see. 7:00 a.m. on 18lh, 19th and 20th. Have a nice day.Z: Thank you.次 Situational dialogue 2 Check outScene: The tour guide help the tourists check out.(Z: Zhang Li, the tour guide W: John White, a tour leader C: a clerk)Z: Good morning everyone! We ar

11、e going to check out this morning. Is everybody here?W: Yes.Z: Is everybodys luggage ready?W： Yes, everything is all right.Z: Thank you for being so punctual. The bellboy will take your luggage to the bus. Ten minuteslater, please meet at the dining-hall. Breakfast is to be served at 7:40. After you

12、 have your breakfast, please meet on the bus. We will set off to the airport at 8:30. The departure time of the flight is 10 oclock this morning. Is this schedule all right?W: Yes, thank you.Z: Would you please come with me to check the luggage?W: There are altogether 16 pieces of luggage.W: Yes. Th

13、at is 16.Z: Are they all locked?W: Yes, they are. Now, can you go with me to the front desk to check out?Z: Sure.(At the front desk)C: Good morning, sir. Do you want to check out?W: Yes. Our rooms are 501,502,503,504, and my name is John Smith.C: Here is your bill. Two nights at 300 yuan each and he

14、re are the meals that you had at the hotel including the breakfast this morning. That makes a total of 4,500 yuan. Is that right?W: Yes, I think so.C: How would you like to pay?W: Td like to pay in cash.C： Here is your receipt. We look forward to seeing you again.W: Thank you. Good-bye.Training: Mak

15、e a dialogue according to the following situationTask: Zhang Li, a local guide from CITS Guangdong branch, is calling to reserve rooms with Guangzhou White Swan Hotel for a tour group of 15 tourists from Britain. They plan to stay for 3 nights.Food and beverage serviceNotes:餐饮服务是导游服务的重要组成部分。游客在旅游目的地

16、就餐过程中，导游员不仅要能够 按照接待计划的要求妥善安排用餐，还应熟练掌握各地方饮食文化，能够在游客用餐时对菜品 的文化内涵、制作方法等加以介绍，使游客既饱口福又饱耳福。此外，导游员还要具备应付就 餐时突发事故的能力，能够在游客的要求下合理安排风味餐、自助餐等。次 Situational dialogue 1 Arranging CateringsScene: 18:20, Zhang Li is waiting for the tourists in the lobby of the hotel, the tourist will have their first meal after th

17、ey arrived in Guangzhou. At 18:30, all the tourists come. Zhang Li, is taking them to the coach and leave for Guangzhou Restaurant. At 19:00, they arrive at Guangzhou Restaurant. Zhang Li helps the tourist to their seats.(Z: Zhang Li, the local guide W: John White, the tour leader T: tourist)Z: Good

18、 evening, ladies and gentlemen. Our dinner begins. Please enjoy your meal. (The tourists are having their meals)Z: Are you enjoying your chicken, Mr. Brown?Tl: Very delicious. Thank you. Miss Zhang.Z: How about your meal, Mrs. Black?T2： Very good. I love the stir-fried beef with bamboo shoots in oys

19、ter sauce and cha-xiu (roast pork with sweet syrup ) very much.Z: Thafs great. Enjoy yourself.T2: Thank you.Z: How would you like the dish, Miss Green?T3: Terrific. I have authentic Chinese food at last.Z: Oh, really? But you use chopsticks very well.T3: Oh, thank you. I often have Chinese food in E

20、ngland, so I learned how to use chopsticksZ: Are you satisfied with your meal, Mr. White?W: I am enjoying it very much. Thank you, Miss Zhang.Z: Im glad to hear this. Enjoy yourself./ Situational dialogue 2 Introducing Features of Typical DishesScene: At Quanjude Restaurant, the waiter is taking the

21、 order for the guests. Guests want the waiter to introduce roast Beijing duck(Z: Zhang Li C: a waiter T:Tourists )Z: Hello, everyone, today I specially treat you to roast Beijing duck.T: Thats very kind of you.(They came to Quanjude Restaurant)C: Good evening, ladies and gentlemen.Z: Good evening.C:

22、 Here is the menu. Please take your time and I take your order after a while.Z: Yes. They are visitors from England. It is said that Quanjude Roast Duck is among the best and they want to taste roast duck here.C: Yes. What would you like to order one?Tl: Wed like to give it try. By the way, could yo

23、u tell me how a roast duck is made?C: Sure, sir. The duck is basted and roasted till crisp-brown, then served into three courses: with sweet bean sauce and a stick of white scallion; then, the meat is shredded and fried with bean sprouts; next, the bones of the duck are boiled into soup with cabbage

24、 and mushrooms.Tl: It sounds great!C: Would you like any other dishes?T2: Yes. Could you give us recommendations?C: Sure, madam. Our restaurant is famous for duck. Besides roast duck, we offer other dishes made up of duck.T2: What are they?C: They include stir-fried duck intestines, boiled duck live

25、r in brine, roast duck bone with spiced salt, ducks web with mustard, spring roll with duck meal and etc. Their introductions are on the third page of the menu.T2： Oh, here they are. It is amazing! The duck can be cooked in so many ways.C: Which ones are you going to order, madam?T2: rd like to orde

26、r stir-fried duck intestines, ducks web with mustard and spring roll with duck meal.C: Very good, madam. Would you care for anything to drink?Tl: Beer. Ten bottles, please!C: Which brand, Tsingtao beer, Yanjing beer, Carlsberg beer of Heineken beer?Tl: Yanjing beer.C: Certainly, sir. Please wait for

27、 a moment. I will get your dishes right away.Part 2. The Remarks of Tour GuideIntroduction to a Hotel by a Tour GuideLadies and gentlemen,May I have your attention please? Id like to say a few words about the hotel were going to stay in. This hotel is a first-rate hotel and has been chosen as the fa

28、vorite place to stay by VIPs, state guests and business persons from many countries. There are over 300 rooms of international standard, including single rooms, double rooms and presidential suites. There are five spacious Chinese dining halls offering all styles of Chinese cooking. They are located

29、 on the first floor. On the second floor, there is a deluxe western-style dining hall. Tomorrow morning, we are going to have our breakfast there. There are also large and small banquet halls, a bar, a 24-hour cafe and an outdoor patio with drinks. If you want to do some exercise, you can go to the

30、fitness center or the billiard room, the bowling alley or the indoor swimming pool. They are ready to serve you at your convenience. If you want to know more details, you can get a brochure about the hotel from the Reception Desk. If you have any questions, please feel free to ask me. Thank you for

31、your attention.Word Bankswan swd n n.天鹅；天鹅星座；vi.游荡，闲荡 reservation ,rezsveij on n.预约，预订；保留 registration ,redj i*streif an n.登记；注册;挂号 confirm konTaim vt.确认;确定;证实;批准;使巩固 departure dipa:tf a n.离开；出发；违背 look forward to 期待，期盼stir-fried beef with bamboo shoots in oyster sauce 竹笋蛇油炒牛肉cha-xiu ( roast pork wi

32、th sweet syrup ) 叉烧authentic o :!0entik adj.正宗的chopstick tj pstik n.筷子 sweet bean sauce甜豆酱；甜面酱 scallion *skaeljQn n,青葱，冬葱；韭葱 sprouts spraut vi.发芽；长芽；vt.使发芽；使萌芽；n.芽；萌芽；苗芽 cabbage aebidj n.卷心菜，甘蓝菜，(俚)脑袋mushroom fmA J ru:m n.蘑菇，伞菌；蘑菇形物体；暴发户；adj.蘑菇的；蘑菇形的；迅速生 长的；vi.迅速增加；采蘑菇；迅速生长recommendation jekomendeiJ

33、 on n.才隹荐； 建议； 推荐信intestines intestin adj.内部的;国内的;n.肠duck liver 鸭肝brine brain n.卤水；盐水；海水；vt.用浓盐水处理（或浸泡）spiced spaisd五香的，调过味的mustard mA stad n.芥末；芥菜；深黄色；强烈的兴趣spring roll 春卷amazing o*meizig adj.令人惊异的；v.使吃惊（amaze 的 ing 形式）Carlsberg beer （嘉士伯啤酒）Heineken beer （喜力啤酒）presidential suites 总统套房spacious speif

34、os adj.宽敞的,广阔的；无边无际的deluxe doluks, dolA ks adj.高级的；豪华的，奢华的；adv.豪华地banquet fbsegkwit n.宴会，盛宴；宴请，款待；vt.宴请，设宴款待；vi.参加宴会patio fpaetiQu n.楼台，天井the fitness center 健身中心the bowling alley 保龄球馆brochure brof urn.手册,小册子Useful SentencesI. Check inGood evening. I have a reservation under the name of Tomlinson.晚上好

35、，我有预定，名字是汤姆 林森。ril arrive late, but please keep my reservation.我会晚一点到达，请保留我所预订的房间。- Fm going to help you check in the hotel.我帮大家办理入住手续。IL Choose the rooms- -Fd like a quiet room.我想要一间安静一点的房间。- -Id like a room on the upper level.我想要楼上的房间。- -Id like a room with a nice view.我想要一间视野好的房间。III. Fill in the

36、 registration formWould you please get your passports ready?请将你们的护照准备好。ril put in the room number for you later on.过会儿我来给您填上房间号码。Please fill out and sign the form.请填写这张表并签名。IV. Get the room cardHere is your key, Mr. Smith. Your room number is 1412.给您房间钥匙，史密斯先生。您的房间在 1412oPlease make sure that you ha

37、ve the key with you all the time.请务必随时携带钥匙。V. Wake-up serviceDo you need a morning call?您需要叫醒服务吗？Shall we set the wake-up call at 7 oclock a.m.?七点钟叫醒您怎么样？-Lets make the wake-up call at 8 oclock a.m.我们定在八点钟叫醒您。VI. DiningThe dining hall is on the right.餐厅在右手边。Breakfast is served between 6:30 a.m. and

38、8 a.m.早餐时间是早晨 6： 30 到 8 点。It is buffet style.是自助餐形式。VII. Introducing Chinese food cultureEating has become a kind of culture in China.饮食在中国变成了一种文化。Chinese food is a perfect fusion of color, shape, appearance and flavor.中国饮食完全融合 了 颜色、 形状、外观和味道。There are many similarities as well as differences betwee

39、n Japanese and Chinese food cultures. 日本 的饮食文化与中国有许多相同之处，但是又存在很大差异。China covers a large territory and has many nationalities, hence there is variety of Chinese food with different but fantastic and mouthwatering flavor.中国地域辽阔，民族众多，因此各种中国饮食口味 不同，却都味美，令人垂涎三尺。VIII. Introducing various dishesChinese foo

40、d is divided into eight big cuisines, or say, eight styles, such as Cantonese food, Beijing food, Sichuan food, etc.Cantonese food is a bit light, while Sichuan food has a strong and hot taste, and Shanghai food is oily while Beijing food is heavy and spicy. As an important component of Chinese culi

41、nary art, Shangdong cuisine, also known as Lu Cai for short, boasts a long history and far-reaching impact.广东菜稍微清 淡，四川菜味浓而辣，上海菜油，而北京菜则味重香浓。山东菜，又称鲁菜，历史悠久，影响 广泛，是中国饮食文化的重要组成部分。-Tibets traditional diet is Tibetan meal, tourists to Tibet must appreciate the natural taste of some 西 藏的传统饮食是藏餐，旅游者到西藏，自然哟啊领

42、略品尝一番。Tibetan meal tastes light stress calm.藏餐的口味讲究清淡、平和。IX. recommend the dishesI think Mapo beancurd and shredded meat in chilli sauce are quite special.我觉得麻婆豆腐和鱼香 肉丝味道不错。May I suggest cream of tomato soup, steak with mushroom gravy?我给您推荐几个菜吧：奶油西红柿汤，蘑菇汁牛排。-There is a very nice vegetable today “Bro

43、ccoli with Crabment Sauce, its a little bit different from yours.今天有一道很好的蔬菜“蟹肉汁椰菜”，和你们国家（地区）的有些不同。It9s delicious and worth a try.味道很好，值得尝试一下。旅行小贴土如果你应邀参加西方人的宴会，一定要准时。按照西方人的规矩，客人应先向女主人打招 呼，然后再向男主人打招呼，餐后要等到主人宣布散席才可离开座位。餐后还要逗留一会儿， 才可告辞。西餐的主要特征是，主食以烤肉为主，面食以面包为主，配菜多用色拉以及土豆等，餐具 是刀叉。西餐起源于古希腊时代，形成于古罗马时代，在法国

44、得到了充分发展。人们一般认为, 意大利菜是西餐之母，而法国菜是西餐之精华。Part 3. Writing撰写地方风味简介地方风味是吸引游客的亮点之一，是游客在欣赏名胜古迹美景之外的物质和精神上的又一 享受。因此，在对旅游景点作宣传的同时，让游客更多的了解各地方风味，品尝更多样的地方 佳肴也是旅游服务的关键。撰写地方风味一般包括以下几点：1 .菜名：中文菜名常常美化之作用的原料、烹饪的方法和做出来的成品的视觉效果。2 .特色：每种地方风味能够流传至今，与其独特的风味特色息息相关。3 .原料：不同的菜肴用料不一，要适当介绍烧制原料，加深客人对菜肴的了解。4 ,起源：与菜肴有关的掌故、传说能让一道菜

45、更具文化内涵与历史意义。5 .烹饪方法：菜肴的烹调方法在中国文化中占有很重要的一部分，堪称一绝。6 .地位：说明该菜肴在中国菜系中的地位或其当今受欢迎的程度。7 .食用方法：一些特殊菜肴食用时方法一定要正确，这样才能让用膳者有最好的享受。8 .注意事项：有些菜肴食用会引起用膳者的某些不适，要提前给与说明。另外，在撰写地方风味时，尽可能使用通俗易懂的语言，采用读者喜闻乐见的形式。在介 绍其文化内涵时，注意掌握语言的跨心里、跨文化交际性特点。SimpleSituation: a tour group from America arrive at Tianfu Restaurant. Miss Zh

46、ang Li, a local guide from China Chengdu International Travel Service, is introducing the local cuisine of Sichuan Hot-pot.Ladies and gentlemen,Welcome to Tianfu Restaurant. Today what we will taste is the famous Sichuan Hot-pot.Legend has it that it was first developed by Sichuan people beggars, wh

47、o deposited all the culinary alms that they received during winter into a bubbling pot. The mouth-watering aroma attracted passers-by then it was wide spread.The Sichuan Hot-pot tastes very spicy. The broth is flavored with chili peppers and other pungent herbs and spices. The main ingredients inclu

48、de hot pepper, Chinese prickly ash, thick broad-beansauce, ginger grain, beef fat, crystal sugar and wine. Slices of kidney, chicken breast, beef tripe, goose intestines, spring onion, soya bean sprouts, mushroom eel, duck and sea cucumber form the meat content of the dish.The cooking takes only 8-10 seconds. This way of coking helps to preserve the t