新编实用英语综合教程2--Unit-4-Hotel-Service教案

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1、Unit 4 Hotel Services Unit GoalsWhat you should learn to do 1. Book a hotel room and services 2. Check in /out at a hotel 3. Fill in a reservation form4. Fill in a room reservation card What you should know about 1. Hotel services in the USA 2. Relative clause Section I Talking Face to Face1. Imitat

2、ing Mini-Talks2. Acting out the Tasks3. Studying Email Information on the Internet4. Following Sample Dialogues5. Putting Language to UseSection II Being All Ears1. Learning Sentences for Workplace Communication2. Handling a Dialogue3. Understanding a Short Speech / TalkSection III Trying your Hand

3、1. Practicing Applied Writing2. Writing Sentences and Reviewing Grammar Section IV Maintaining a Sharp Eye Passage 1 :Information Related to the Reading Passage1. Kinds of hotels in the United States: Places to stay for a short time may be called hotels, hostels, motels or motor hotels, inns, lodges

4、 or resorts. Hostels, also referred to as youth hostels, are often for students working away from home. Motels have plenty of parking space and are usually near a freeway or highway. Inns are usually like motels. Lodges and resorts, or resorts hotels, are in the mountains, on the coast, or near lake

5、s.2. Kinds of beds: Beds go by many different names. Starting with the smallest, there are single, twin, double, queen and king size ones. “Long boys” are for exceptionally tall people. At some hotels, queen beds are the smallest size used, so a double room has two of them. Some hotels even offer th

6、eir guests waterbeds. A rollaway can be moved into a room to sleep an extra person. Hide-a-beds are sofas that fold out to make beds.Text Welcome to Climer LodgeMiami UniversityOxford, Ohio 45056 Welcome to Climer Lodge. We are fortunate to have this beautiful facility to accommodate very special gu

7、ests from Miami University. In our efforts to serve you, we ask that you note the following: The resident manager lives in Room 129, near the lobby entrance, and may be reached by dialing 9-5226. Please contact the manager if you have any questions or needs after 5:00 P.M. on weekdays and throughout

8、 weekend stays. On the lower level of Climer you will find an ice machine, a canned beverage machine, a lounge area and kitchenette where coffee and tea and a light continental breakfast are provided. Lounge Hours: 6:00 A.M. to 11:00 P.M. daily. It is a non-smoking atmosphere. Recreation Center Hour

9、s: 9:00 A.M. to 10:00 P.M., Sunday through Thursday. 9:00 A.M. to 11:00 P.M. on Friday and Saturday. No lifeguard is on duty in the swimming pool. Parents are required to be present at all times when children are in the pool. No children are allowed in the sauna. Check-out time is 10:00 A.M. Upon de

10、parture, please leave the key in your room.Phone Instructions: On-campus calls: Dial only the last 5 numbers. No need to dial the 52 prefix. Local telephone calls: Dial 88, then the 7-digit off-campus number. AT&T operator-assisted calls (collect, calling card, etc.) dial 80, the area code (for all

11、long distance calls), then the telephone number. To place an international call: Dial 8+011+Country Code+City Code+Number EMERGENCY PHONE NUMBER: PUBLIC SAFETY 911 (Police, Fire, Medical)Language Points1 Explanation of Difficult Sentences1. (Para. 1) We are fortunate to have this beautiful facility

12、to accommodate very special guests of Miami University.Analysis: In this sentence the infinitive phrase to have this beautiful facility .is used as an adverbial of reason, modifying are fortunate.Translation: 我们很荣幸为迈阿密大学尊贵的客人们提供优美的住宿条件。Example: Miss Wang is very fortunate to have a chance to do her

13、research work in Britain.2. (Para. 3) On the lower level of Climer you will find an ice machine, a canned beverage machine, a lounge area and kitchenette where coffee and tea and a light continental breakfast are provided.Analysis: Where introduces a relative clause modifying the antecedent kitchene

14、tte. In which can be used instead of where.Translation: 在旅馆底层有冰箱、罐装饮料机、休息区和小厨房，那里提供咖啡、茶和欧式简餐。Example: This is the famous small town where / in which Einstein once lived and worked.3. (Para. 6) Upon departure, please leave the key in your room.Analysis: Upon departure is a prepositional phrase used a

15、s an adverbial of time, meaning immediately after departure. Upon is the same as in this case.Translation: 离开房间时请把钥匙留在房间内。Example: Upon departure, please check your luggage again in case something is left behind.4. (Para. 7) No need to dial the 52 prefix.Analysis: In this sentence there is is omitte

16、d. The whole sentence should be There is no need to dial the 52 prefix.Translation: 无需拨打前两位号码52。Example: No work to do for the time being.5. (Para. 12) . weekend guests will be provided with extra towels to make your stay more comfortable.Analysis: To make your stay more comfortable is an infinitive

17、 phrase used as an adverbial of purpose, meaning in order to .Translation: 为保证度周末的客人起居舒服，我们为您提供了备用毛巾。Example: They went to the hospital by taxi (in order) to get there as soon as possible.6. (Para. 12) An iron and ironing board is available upon request.Analysis: Upon request means when / if request

18、ed. This is a useful phrase in business English.Translation: 如需要，我们还可以向您提供熨斗和熨衣板。Example: Breakfast can be brought to the room upon request.7. (Para. 13) May we have your comments or suggestions?Analysis: It is a more polite way to use an interrogative sentence to ask someones favor than to use an i

19、mperative sentence.Translation: 您能对我们的工作提些意见或建议吗？Example: May we have your address and telephone number?2 Important Words1. lodge n. small house which people stay in 小旅馆 v. to live in someone elses house for only a short period of time 寄宿，临时暂住e.g. They went to a shooting lodge in Scotland for the we

20、ekend. He had arranged for me to lodge with his daughter and son-in-law.2. facility n. equipment, buildings, services that are provided for a particular activity or purpose 设施，场合e.g. She had no cooking facilities in her room. Only six countries had the facilities and know how to produce advanced wea

21、pon systems of this kind.3. accommodate v. to provide people with a place to live or stay 提供食宿e.g. They cant accommodate guests at the moment. They have not given up hope of finding financial support to accommodate these people properly.4. note v. to pay attention to and remember 注意并记住e.g. Please no

22、te that this bill must be paid within ten days. His audience, I noted with regret, were beginning to look bored.5. lounge n. room in a hotel, club, etc. where people sit and relax 休息室，客厅e.g. In the lounge of the hotel, drinks are usually more expensive than in other places. We stayed in the lounge f

23、or about two hours, talking about the people and things we remembered at school.6. emergency n. an unexpected and difficult or dangerous situation 紧急状况e.g. These bells are supposed to be used only in emergencies. The plane made an emergency landing.7. apologize v. to say one is sorry, as for a fault

24、 or for causing pain 道歉e.g. I apologize to her for stepping on her foot. He should apologize to the chairman for arriving late. 8. inconvenience n. a state of difficulty when things dont suit one 不便， 不便之处e.g. It causes a lot of inconvenience when buses dont come. All that travel will be a great inco

25、nvenience to me.9. lack n. shortage, absence 短缺，缺少 v. to be without, not have enough of 没有， 缺少e.g. His department was shut down for lack of funds. Large masses of people lack the necessities of life. 10. additional a. extra or more than those mentioned or already there 此外的， 附加的 e.g. This was an addi

26、tional proof of his ignorance. This problem is additional to their major financial anxieties.11. jot v. to write quickly, especially without preparation 草草记下， 匆匆写下e.g. I jotted down the name of the book that he was talking about. Let me jot down your telephone number.Passage 2 : Information Related

27、to the Reading Passage1. Description of a hotel survey A hotel survey includes customer satisfaction with the Front Desk, Guest Services, Guest Room / Bath, Room Service, Restaurant, Lounge, and an overall rating.Text What to Include in a Hotel Guest SurveyA friend of mine recently went on a busines

28、s trip. He stayed in a hotel that had a survey for every service that the hotel provided. He appreciated that the hotel wanted to thoroughly understand how it was doing in each of these services, but he did not have the time to provide customer feedback for each hotel survey. With that in mind, he s

29、uggested one comprehensive and consolidated hotel guest survey that would have made it simple to take and complete the survey. Here are a few of his ideas about what to include in a hotel guest survey: Decor While hotel atmosphere may not seem like it should matter, it can often set the tone for the

30、 entire guests experience. Decor can determine what customers hotels attract and how those guests experience the hotel. Does the resort make the guests feel relaxed? Luxurious? Energized? In short, decor matters, so it should be included in your hotel guest survey. Cleanliness This may be an obvious

31、 category to include in the hotel guest survey. But sometimes the obvious can be overlooked. Cleanliness of the rooms, floors, lobbies, and shared spaces of the hotels can make or break someones experience. Ask about the cleanliness in both shared and private spaces to ensure that the hotel is meeti

32、ng the standards of cleanliness. Food and beverage Food and beverage may not be critical to hotel guests if the hotel is located in a city. But if the guests are hotel-bound or the hotel is meant to meet the guests every need, then asking about the food and beverages is essential. Ensuring that the

33、guests feel like they are getting good quality food for the price and that they are satisfied overall is what the hotel guest survey should consider. Staff The friendliness and helpfulness of hotel staff can also make or break someones hotel experience. Ensuring that your staff is friendly without b

34、eing pushy or meddling is key, so include questions on your hotel guest survey that home in on this. While other hotel criteria can be important to include in a hotel guest survey, those are the four key aspects of a hotel experience that should be considered when creating hotel guest surveys.Langua

35、ge Points1 Explanation of Difficult Sentences1. (Para. 1) He stayed in a hotel that had a survey for every service that the hotel provided.Analysis: There are two relative clauses in this complex sentence. The first is that had a survey for every service, which is modifying a hotel. The second is th

36、at the hotel provided, which is used to modify every service.Translation: 她入住的酒店有一种对酒店提供的各项服务的调查表。Example: Fortunately there are some chemical fuels that are clean and smokeless.2. (Para. 1) With that in mind, he suggested one comprehensive and consolidated hotel guest survey that would have made it

37、 simple to take and complete the survey.Analysis: With that in mind is an absolute structure used as an adverbial of condition. That would have made it simple to take and complete the survey is a relative clause, modifying survey. In this clause subjunctive mood is used to imply that in the past the

38、 survey was not simple to take and complete.Translation: 考虑及此，她提出了一种综合而统一的酒店客人服务调查表，这样会使得调查表既便于填写又易于完毕。Example: With his family and friends in mind, Charles refused the offer to work abroad.3. (Para. 2) While hotel atmosphere may not seem like it should matter, it can often set the tone for the enti

39、re guests experience.Analysis: While introduces an adverbial clause of concession, meaning although.Like here is a conjunction, introducing an adverbial clause of manner, meaning as.Translation: 尽管酒店的氛围仿佛不那么重要，但是它却常常能为顾客的总体感受定下基调。Example: While his brother is quite rich, David is as poor as a church

40、 mouse.4. (Para.3) This may be an obvious category to include in the hotel guest survey.Analysis: The infinitive to include is used to modify category, which is the logical object of the infinitive. Therefore, the active voice is used instead of the passive voice.Translation:这也许是明显要涉及在宾馆调查表中的内容。Exam

41、ple: Every day the secretary has a lot of affairs to deal with.5. (Para.3) Ask about the cleanliness in both shared and private spaces to ensure that the hotel is meeting the standards of cleanliness.Analysis: This in an imperative sentence. To ensure is an infinitive phrase that takes an object tha

42、t-clause and serves as an adverbial of purpose.Translation: 要理解公用和个人空间的卫生状况，以保证酒店达到卫生原则。Example: Do morning exercise every day to ensure that you are in good health.6. (Para.4) Ensuring that the guests feel like they are getting good quality food for the price and that they are satisfied overall is

43、what the hotel guest survey should consider.Analysis: This is a complex sentence. The basic S-V structure of the sentence is Ensuring is The two that-clauses are the objects of the gerund ensuring, and the subject complement clause is introduced by what.Translation: 保证客人能享用优质的饭菜且价格公道，并对饮食服务总体满意，这是酒店

44、调查表中应当考虑的内容。Example: To make sure that she can become a doctor, Helen works very hard at her lessons.7. (Para.5) Ensuring that your staff is friendly without being pushy or meddling is key, so include questions on your hotel guest survey that home in on this.Analysis: Ensuring that is a gerund phras

45、e, used as the subject of the sentence. That home in on this is a relative clause, modifying questions on your hotel guest survey.Translation: 保证你的员工态度和谐，不至于粗暴待客或者干预客人事务是很核心的。因此, 你的调查表中应当收入针对这一方面的问题。Example: Working diligently without any empty talks may leave a very good impression on your employer

46、.2 Important Words1. survey n. a detailed critical inspection 调查 e.g. The recent survey of 450 advertising companies found that art schools are providing most of their new recruits.In five of the villages that were surveyed, non-farm work provided one quarter of their income.2. appreciate v. to reco

47、gnize the value of something, understand a situation fully, be grateful for 喜欢，欣赏，感谢e.g. We would much appreciate guidance from an expert in this field.They really appreciated the peace and quiet of rural.3. feedback n. comments made in response to something you have done 反馈e.g. Any feedback is grea

48、tly appreciated.Her job with that company is to collect market information and feedback. 4. comprehensivea. full, including or dealing with all aspects of something 综合的，全面的e.g. Here is a comprehensive list of all the items in stock. The modern market system developed in a comprehensive way.5. tonen.

49、 style, manner, character 口气，风格，氛围e.g. The room with an elegant tone made her feel relaxed and comfortable. Your commanding tone irritated him.6. experience v. to feel, suffer or know as an experience 经历，感受e.g. The city experienced 11,000 such incidents in 1997. She experienced a genuine feeling of

50、quiet happiness.7. resort n. place visited for holidays 度假地e.g. The cafe happened to be a favorite resort of artists and writers. Hawaii is an excellent tourist resort.8. relax v. to become less anxious, rest from work 放松e.g. You should grasp any chance to relax. Relax and enjoy yourself on your tri

51、p.9. overlook v. to ignore or disregard 忽视，忽视e.g. They overlooked the fact that the caves were on the other side.I decided to overlook his unkindness to me.10. share v. to have, use or experience jointly with others 分享e.g. The children were being taught to share. In the company we all share the deci

52、sion making.11. standard n. a level of quality of achievement 水平e.g. Networking Standard promises clear picture. By what standard do you measure it?12. criticala. very important in terms of success or failure 核心的e.g. The twelve weeks of summer were critical to most of restaurants and pubs. The problems of food supplies are bound to be critical.13. overalla. & ad., including everything, taken as a whole 涉及一切的，全面的，整体的e.g. What is the overall land planning? Overall, prices are still rising.