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1、飯丿占英語(yǔ)情景實(shí)訓(xùn)大綱第一部分：前廳部目的：(1)使學(xué)生掌握前廳部各部門(mén)日常服務(wù)用語(yǔ)。(2)語(yǔ)言流暢自然、語(yǔ)音正確。(3)掌握前廳部相關(guān)的專業(yè)術(shù)語(yǔ)。主要內(nèi)容：設(shè)置情景練習(xí)對(duì)話接受客房預(yù)訂、介紹飯店服務(wù)、問(wèn)訊處及處理投訴和屯話問(wèn)題的日常對(duì)話。(1)Role-play:Client:YournameisBillBrown.YouMliketobookasingleroomwithshowerofOctober2ndand3rd?HotelEmployee:Youanswerthephoneandacceptthebooking.⑵Client:YouMlikeasinglero
2、omfortonight.Youhavenoreservation.HotelEmployee:It，s9:00inthemorning.Youcanlettheclienthavearoom.It，s120yuan.Givetheclienthiskey.TheroomisNumber305.TheBellmanwillshowtheclientup?⑶Client:Youhaveregisteredandgotthekey.Youareinterestedinthehotelservicesandaskthebellmanaboutthem.Bellman:Youcai
3、rythebaggagefortheclientandshowhimuptotheroom.⑷Client:Ws10:00inthemorning.YournameisEdwardSmithyouareinRoom303andyouwantcheckou匚Whenyouseethebill,yourefusetopay,forit，sfartoomuch.第二部分：房務(wù)部目的：(1)使學(xué)生掌握房務(wù)部各部門(mén)日常服務(wù)用語(yǔ)。(2)語(yǔ)言流暢自然、語(yǔ)音正確。(3)掌握客房部相關(guān)的專業(yè)術(shù)語(yǔ)。主要內(nèi)容：設(shè)置情景聯(lián)系對(duì)話了解客房部的各種服務(wù)如客房服務(wù)、洗衣服務(wù)、叫醒服務(wù)等的日常對(duì)話。Rol
4、e-play：Client：You'dlikesometeaforfourpeople.Youwanttoknowwhatkindofcakesthey"vcgot.You'11takesomecakes-Youwanttoknowhowlongitwilltake.Employee：Greettheclient.Findoutforhowmany.Findoutifthedientwantssomecakes.Thereisanassortmentofcakes.Findouttheclicnt，sroomnumber.It"11takeafewminutes.(3)Cl
5、ient：Youhavetornyourjacket.Findoutifthehousekeepercansendsomebodyuptomendit.Yourroomnumberis588.Housekeeper:Promisetosendsomebodyuprightaway.(1)Client：Youhavesomeclothestobeclcancd.Findoutifthehousekeepercansendavalettogetthem.Youwanttoknowwhenyoucangetthemback.Youarecheckingoutat1:00tomor
6、rowafter-noonandneedtohavethembythen.Tellthehousekeepernottobother.Housekeeper：Thelaundryisclosednow.There，saplasticbaginthetopdresserdrawer.Ifthedientputshisclothesinthebagandleavesitinfrontofhisdoor,themaidwillpickitupearlytomorrowmorning.Hecangettheclothesbacktomorrowafternoonaround5:00
7、.Itwon'tbepossiblebefore5:00(2)Client：Youwanttoknowifitispossibletohaveanextrabedsentuptotheroom.Employee：ExplaintheextrabedcannotbesentinunlessitispermittedbytheFrontOffice-Explainitisthehotelregulation.Client：Youunderstandtheregulationnow.Employee：Findoutift
