1、武 昌 理 工 学 院教 案201 201 学 年 第 学 期课程名称 酒店专业英语（二）学 院 文法与外语学院教 研 室 旅游教研室授课班级 酒店管理14级（专）主讲教师 选用教材 酒店英语出 版 社 北京大学出版社 出版时间 2011年Part One The Front Office Operator & The Business Center A. ObjectivesStudents will be able to:1) Be familiar with all kinds of services that will be provided by the business cente
2、r, such as typing, copying, printing, sending fax, internet service and so on;2) Be able to be a good operator; 3) Learn how to transfer the calls, leave message through telephone.4) Learn how to deal with the DDD and IDD calls.5) Learn how to provide the wake-up call service and know how to use the
3、 automatic wake-up system.B. Important and difficult points1） Speaking skills: make some dialogues about the services about the business center and telephone room.2） Comprehensive skills: Understand the passage in the text and on this basis, learn to describe content of the text, and discuss about t
4、he issue.3） Functions: Focus 1: how to be a good business center clerk;Focus 2: know to deal with the telephone service;C. teaching contents and time allotment: 1) 1st -2nd period: warming up and background information, be familiar with the Text A, communications.2) 3rd -4th period: Learn the dialog
5、ues about the business center and telephone service on our textbook. Learn some important words and sentences about the business center.3) 5th-6th period: Listening practice about the business center from some MP3 and tapes.4) 7th-8th period: Comprehensive reading about the Text B on our textbook. A
6、nd learn some important sentences about the telephone service. 5) 9th-10th period: Do the listening practice about the telephone service. Have a discussion about how to be a good operator.6) 11th-14th period: Oral practice about the telephone service and business center.D. Teaching Procedures14 teac
7、hing periods are needed to cover the whole unit, among which students will have a series of reading, listening, speaking and writing activities related to the theme of the unit. Important sentences of sending a fax1、 Would you please send a fax for me ?= Could you send a fax for me ?= I want to send
8、 a fax.2、 Where to, please?= To which country(city）, sir?= Where is it sent to ?= May I have the fax number?=Where would you like to send a fax?3、 How many pages, please?4、 Ok, just a minute and let me try the phone.Oh, sorry ,sir ,the line is busy now.= The line is engaged.The line is through.5、 Wo
9、uld you like to sit down and wait for a few minutes.6、 How to pay for it?=how much is it for the fax?=How much do you charge for fax?7、 Its 15 yuan a minute, for a minimum of 3 minutes, and with 15% surcharge, but we offer all evening discount of 20%. So thats 36 yuan. Besides, youll have to pay 9 y
10、uan for each page. Altogether 126 yuan. Please sign the bill.8、 How much is it for one page?9、 Theres a guest message light which is switched on in your room（if they fax you back).10、 And how would you like to pay? Please charge it to my room. 11、 I will put in on your master account. 11、Thank you,
11、could I have your signature here?Important sentences of printing/copy/type1、 Id like to have a file in this floppy disc printed.2、 We are not allowed to use the guests own floppy discs. This is simply a procedure of prevention, for fear of the computer viruses.3、 My I have the original draft ( manus
12、cript)? I can have it typed and printed for you.4、 I am sorry, your draft( handwriting) is a little illegible to me.5、 Which file, please?6、 How many copies do you need?7、 How many pages, please?8、 May I suggest you have one copy printed and the rest xeroxed？9、 I want to have a copy of this file( co
13、ntract)10、 How much is it for one page?You should pay according to the size of paper. For size a3 or b5, its 40 yuan and for size a4 or b4, 30 yuan. Which do you prefer?11、i want to have this document typed, when can I pick it up? And how much does this cost?12、How would you like to pay? Oh, please
14、charge it to my room. Would you please show me your room card or the room key.Important sentences of mail serviceWords:Envelope； stamp ；average；medium-sized； extra； mail； post； mailed by air ；register ；mailed by plain ；mail by express； addressee(7Adre5si:收信人)Sentences：1、A letter by air to Japan cost
15、s 6 Yuan RMB under the weight of 20g.2、Im sorry, we have no parcel service. You may go to the post office. Its not far from here.3、If theres any mail addressed to you. Well inform as soon as possible.4、Dont worry. We can forward any mail to you at your home address. Please fill out the forward mail
16、card(转寄单).5、Heres a registered letter for you. Please sign on the slip.6、Would you please fill in the form and sign your name in the column of “sender”?7、Would you come back in an hour to get your invoice for the mail and receipt for surcharge?8、Would you please give me three envelopes and some stam
17、ps?9、Which envelope do you want, average, medium-sized or extra?10、How would you like them mailed？11、This one shall be mailed to New York by air.12、This one to Xian by registered.13、And this one shall be mailed to Nanchang by plain mail.14、How long will it take for the mail to reach Nanchang.It usua
18、lly takes three days. Do you want it to get there earlier?15、How much is it for express service?The bill is 21 Yuan RMB, plus surcharge on the basis of the value of the mail you declare.16、An express is guaranteed to reach the addressee within 24 hours.补充词汇B c clerk 商务中心员工 typist 打字员 e-mail service
19、电邮服务 E-commerce电子商务 translation/interpretation service 翻译服务 complete secretarial service 全套秘书服务 duplicator 复印机 facsimile paper 传真纸 zip code number邮政区码log on to the internet 上网 log out/off 下网 Listening practice about the business centerQuestions of Dialogue A1、Where is the fax sent to?Its to New York
20、.2、Whats the fax number? Its 212456-3663.3、Whats the guests name and room number?Room 908. My name is Smith, Henry Smith.4、How to pay for the fax? The same as the long distance call to the USA. 18 Yuan RMB one minute, for a minimum of 3 minutes, paper 6 Yuan, there is 15% service charge. So thats 69
21、 Yuan RMB in all. Dialogue ABC clerk：Good morning. May I help you?Guest: Good morning. Could you send a fax for me.BC clerk: Yes, sir. Where is it sent to ?Guest: Its to New York.BC clerk: May I know the fax number?Guest: Certainly. Its 212456-3663.BC clerk: I see. Guest: By the way, shall I pay in
22、cash or may I sign the bill?BC clerk：Are you living in our hotel?Guest: Yes, Room 908. My name is Smith, Henry Smith. How much do you charge for the fax?BC clerk: The same as the long distance call to the USA. 18 Yuan RMB one minute, for a minimum of 3 minutes, paper 6 Yuan, there is 15% service cha
23、rge. So thats 69 Yuan RMB in all. Just a moment, please. Mr. Smith, your fax has been received. Please sign the bill.Guest: OK.Questions of Dialogue B1、How many pages for the manuscript? About 100 pages.2、How soon will the guest need it? In a few hours. Its urgent, you know.3、How much does the hotel
24、 charge for the special service? We charge 50% extra.4、How soon will the guest get the file? I will be finished in three or four hours.5、How will the guest pay for the type service? Then the charge will be on your master account. Dialogues B:BC clerk: Good morning, sir. How can I help you?Guest: Yes
25、. I want to have some manuscripts typed.BC clerk: How many pages?Guest: About 100 pages.BC clerk: When do you need them?Guest: In a few hours. Its urgent, you know.BC clerk: Could I have a look at one or two of them?Guest: Here you are.BC clerk: Im afraid your handwriting is a little bit illegible t
26、o me. It takes time to make out. So this is likely to be a tough job.Guest: I was so pressed for time.BC clerk: We will do it in turn. I will be finished in three or four hours.Guest: Fine. How much do you charge for this special service?BC clerk: we charge 50% extra.Guest: OK. And I also need to ha
27、ve these printed in copies.BC clerk: How do you wish to pay?Guest: I am staying in the hotel.BC clerk: Then the charge will be on your master account.Questions of Dialogue C1、What kind of envelope does the guest need? Average, please.2、How would the guest like the letters mailed? This one shall be m
28、ailed to New York by air; this one to Xian shall be registered. And this one shall be mailed to Nanchang by express.3、How much is it for express service? The bill is 29 Yuan RMB, plus surcharge on the basis of the value of the mail you declare.4、How much does the guest have to pay altogether?Thatll
29、be 36 Yuan RMB. Dialogue CBC clerk: Good morning, sir. May I help you?Guest: Would you please give me three envelops and some stamps?BC clerk: Which envelope do you want, average, medium-sized or extra?Guest: Average, please.BC clerk: How would you like them mailed?Guest: This one shall be mailed to
30、 New York by air; this one to Xian shall be registered. Guest: And this one shall be mailed to Nanchang by plain mail. How long will it take for the mail to reach Nanchang?BC clerk: It usually takes three days. Do you want it to get there earlier？Guest: Yes, it is urgent.BC clerk: No worry, sir. We
31、can mail it by express.Guest: How much is it for express service?Thatll be 36 Yuan RMB.BC clerk: The bill is 29 Yuan RMB, plus surcharge on the basis of the value of the mail you declare.Guest: How long does it take?BC clerk: An express is guaranteed to reach the addressee within 24 hours.Guest: Thats a great relief. Ill take it. How much do I have to pay altogether?BC clerk: Thatll be 36 Yuan RMB. Ill put it on your account.OVERImportant sentences of operatorSetting the morning call.1、Id like to place a morning/ wake-up call.2、At what time, please?3、Id like
