Z4-13D10-13H03892

TECNICO PEDERNALES
Pedernales – Manabí - Ecuador
Correo: colepeder@hotmail.com
Telf. 0996510961

PLAN EDUCATIVO APRENDAMOS JUNTOS EN CASA

FICHA PEDAGÓGICA
ESPECIALIDAD SERVICIOS HOTELEROS
AÑO LECTIVO 2021 - 2022

AÑO/CURSO: Tercero de bachillerato especialidd Servicios hoteleros

DURACIÓN: 15 dias
FECHA DE Lunes 12 de julio hasta el dia viernes 30 Julio del 2021
ENTREGA:
ASIGNATURA DE ESPECIALIDAD: INGLES TECNICO APLICADO

ORIENTACIONES GENERALES
Estimado estudiante, esta ficha pedagógica se trabajará por el lapso de 15 dias, a través de
las diferentes actividades de las especialidades desde el 12 DE Julio al 30 de JuLio del 2021,
donde se encontrará las actividades detalladas a continuación:

Las actividades deberán ser resuelto en una carpeta con hojas o cuaderno con la debida
carátula y datos personales, y entregado de manera presencial en la institución
educativa EN EL CRONOGRAMA
PLAN DE QUE SE ESTABLECERÁ, DEBE USAR CONSTANTEMENTE
ACTIVIDADES
SEMANAS DICCIONARIO INGLES- ESPAÑOL en ACTIVIDAD
todas las actividades. TIEMPO
Tema: Customer service

Subtema: Hospitality customer service habits

1
Hospitality means a friendly and generous reception of guests, visitors or Del 12 de julio al
strangers. 30 de julio del
H= help
2021
O= observe
S= smile
P= protect
I= impress
T= thank
A= anticipate
B= be friendly
L= listen
E= engage
Hospitality customer service habits
This article has some ideas about how to make a difference in the experience

of your guests. Here are 5 habits you must consider for your Hospitality

service:

1. Your First Impression – Give a friendly welcome, stand up,

make eye contact, and smile.
2. Make Your Words Matter – Instead of giving the answer “You
can’t do that,” simply turn the response into “let me find an
alternative solution for you.”
3. Know how to offer more – Give birthday cards to guests,
offer complimentary breakfast upgrades, or print out

1
 Google Maps directions for your guests.
4. Empower Yourself – Challenge yourself; go above and
beyond to make a guest satisfied with their stay.
Subtema: Guest Registration Card (GRC)
Task 1: In the vocabulary section of your notebook,
Write the meaning of each word in the acrostic.
H= help ayuda

Task 2.- Read the information about “Hospitality

Customer service habits”. Then answer the following Questions.

a.- Is eye contact a positive way to get a good first

impression?

b.- Is it appropriate to say “you can’t do that” to guests?

______________________________
c.- Is giving birthday cards to guests an example of a complimentary
service?

d.- Do the guests feel more satisfied when you challenge yourself?

e.- Is it a bad idea to get into the guests’ world?

Ayuda extra de las preguntas planteadas

a.- ¿El contacto visual es una forma positiva de obtener una buena primera

impresión?

b.- ¿Es apropiado decir "no se puede hacer eso" a los invitados?

c.- ¿Regalar tarjetas de cumpleaños a los invitados es un ejemplo de servicio

complementario?

d.- ¿Los invitados se sienten más satisfechos cuando te desafías a ti mismo?

e.- ¿Es una mala idea meterse en el mundo de los invitados?

2 ACTIVIDADES SEMANA 2
Tema: Customer service
SUBTEMA: Guest Registration Card (GRC)

2
 Guest registration is a document which is given to a hotel guest or a client
who plans to stay in the premises of a hotel. It is used to record the guest's
information for official purposes. At the time of reservation, the front office
staff asks the guests to enter their
personal information on the GRC.
VOCABULARY
- date -issue
- number -expiry
- name - place
- surname -details
- address -payment
- email -cash
- guest - card
- oragnization -poilicies
- arrive - signature
- passport -book

Activities
Task 1: In the vocabulary section of
your notebook,
Write the meaning of each word.

Date = fecha

Task 2.- Look at the “Guest Registration Card Form” of Dubai Hotel. Then
image that you are a receptionist and try to fill in it with the information of a
member of your family.

3 ACTIVIDADES SEMANA 3
TEMA: Customer Service
Subtema: Checking out
Read the dialogue and try to understand it.
-Good morning. I’m checking out.
-What was your room number, please?
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-305
-Ok let’s see. You have made a telephone call and you have ordered breakfast in your
room. That would be 18 pounds, please.
-Here you are.
-Will you please sign the traveller’s cheque¡?
-Yes.
-Thank you, sir. Here’s your receipt. We hope that you enjoyed you stay with us.
-Yes, we loved it! It’s a charming hotel. All services have been great, specially the full
breakfast.
-Thank you for the compliment, sir. We hope to see you again soon.
-Certainly. Now, could you please call a taxi?
-Sure. Where are you going?
-To the airport.
TASK
Read in pair the dialogue and listen to the
pronunciation and to do a role-play
Repeat the vocabulary and write the words with its
meanings.
1. To do a dialogue with the new words and
expressions and do the role-play with your family.
2. Exercise:
3. Fill in the blanks with the words from the list.
number - call - cans - change - check out
to - made - consumed - receipt - mini-bar
that - are - cans – total

New words and expressions

Checking out = dejar el hotel
I’m checking out = me voy (del hotel)
Are you ready to check out? = ¿Está listo para dejar el hotel?
What was your room number, please? = Por favor ¿cuál era su número de habitación?
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How was your stay? = ¿Cómo estuvo su estadía?
You have made two international telephone calls = Ha realizado dos llamadas
telefónicas internacionales.
You have ordered breakfast in your room = ha solicitado el desayuno en su habitación
You have ordered room service= ha solicitado servicio a la habitación
Have you used the mini bar? = ¿Ha utilizado el minibar?
You have consumed two chocolate bars and a drink from the mini-bar = Ha
consumido dos chocolates y una bebida del minibar.
How will you pay for this? = ¿Como va a pagar?
Should we charge the credit card on file? = ¿Desea cargarlo en la tarjeta de crédito
registrada?
Will you please sign the traveller’s cheque? = por favor, ¿firme el cheque de viajero?
Here’s you receipt = Aquí tiene su recibo.
We hope you have enjoyed you stay with us = Esperamos que haya disfrutado su
estadía con nosotros.
Enjoy the rest of your holiday = Disfrute el resto de sus vacaciones.
We hope to see you again soon = Esperamos verle de nuevo pronto
Could you please call a taxi? = Por favor, ¿Podría llamar un taxi?