酒店情境英语退房ppt课件.ppt

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1、,Hotel English,Slang Whats the meaning of Drop the ball?A 把球丢掉 B 把球捡起来C 没有完成任务 D 完成任务,Unit Five,Check out,Check out,I Introduction,Can you give the answers to them?,1.What should the front cashier do when the guests come to settle their bills?2.After the guest checked out,what should the front cashi

2、er do?3.Do you think a rude cashier will affect your mood?If you meet such a cashier,will you complain to his/her boss?,Class activity,Word Reference:,depart v.离开，启程；a.逝世的 depart for 开往；去往；动身去 depart from 离开；开出；从出发 departure n.离开；出发；违背 laundry n.洗衣店，洗熨 appreciate v.感激，赏识 eg:I really appreciate your

3、help.efficient a.有效率的，能干的 inquire v.询问，查究,Word Reference:,stress v.强调；n.强调，压力 attitude n.态度，看法(towards)apt a.有倾向的，灵巧的(to)eg,People are more apt to seek support from family and friends,when they suffer.incur v.招致 incur hatred 结怨hereafter ad.今后，从此以后The Hereafter 来世Sweet Hereafter 意外的春天From Hereafter 从

4、此后,As we all know,checking out for guests is the most important duty that the front cashier has.Departing guests especially appreciate efficient check-out procedures.The cashiers station is where the guests go to check out and settle their bills.,Introduction,Thus the cashiers are the last members i

5、n the front office to come into direct contact with the guests.As has been repeatedly stressed,first and last impression carries the most weight.The last is probably even more important.That is the impression that the guests carry home and is most apt to remember.It probably affects their attitude i

6、n later discussing the service of the hotel with their friends and business associates,and may decide whether they will come to the hotel again or not.,A pleasant greeting when the guests come to settle their bills is necessary.Moreover,the effect of fast and efficient service in checking them out i

7、s obvious.When handling check-out,the cashiers are trained to inquire about every recent charge,which may be unrecorded.All charges that a guest incurs must be entered,or posted,on his or her accounts as soon as possible.,In addition to the charge for the guests room,there may also be charges result

8、ing from the use of the telephone,the laundry service,the restaurant,the room service,and so on.,When the guest agrees on the bill,he or she will pay in the manner of pre-stated,cash or credit card.Hereafter,the cashier will keep room key and release“leaving notice”.Finally,leaving information shall

9、 be recorded in the computer.,【知识链接】,在酒店使用信用卡结账注意事项 在酒店使用信用卡结账退房(Check out)时，酒店会列出所有费用的清单，并在前面那张空白签账单上填上总金额，持卡人只要在单子上签名，退房的手续就完成了。假如临时决定不用信用卡或要换另一张卡来结账时，一定要将前面刷的空白签账单要回撕毁，免得在外增加不必要的麻烦。在酒店会遇到一种情况叫快速结账，英文叫Express Check Out。酒店多半会把顾客的每一笔消费列在电脑上，如果顾客赶时间，不能到柜台结账，就可以按键表示要快速结账，酒店会将顾客原先刷的那一张空白签账单上填上消费总额，再把消费

10、明细表及签账单的存根一并交给顾客。,酒店结账表格,Check out,Ii Topic extension,Words and expressions:,settle v.支付；定居；解决 receipt n.收条；收据favor n.好意；关心；支持 in favor对；偏向；赞同Eg:Not everyone was in favor of this bill.cosmetic n.化妆品 Whisky n.威士忌plain fried calf ribs清煎小牛排 grilled lobster 烤龙虾,Words and expressions:,miscalculation n.误算

11、；估错 Bell Captain 服务生领班shoulder bag 背包 claim tag 取物条,行李票breakable a.易碎的；n.易碎品 cloakroom 寄物处,结账常识,酒店结账的常见付款方式酒店结账的常见付款方式包括现金(cash)、支票(cheque)、信用卡(credit card)、贵宾卡(Vip card)、会员卡(membership card)、签单(signing the bill)等。Id like to pay the bill in cash/by signing the bill/by credit card/with travelers cheq

12、ue酒店结账的种类酒店结账的种类包括散客结账(individuals checking-out)和团队结账(tour/teams checking-out)两种。,散客结账：,Dialogue I,C:Good morning,sir,can I help you?G:Good morning,I want to settle my bill.C:Your name and room number,please?G:Ross Geller from room 1109.,Check-out Procedure,C-Cashier G-Guest,C:Let me seeYou checked

13、in on Wednesday.Its Friday.Thats two days.Am I right?G:Yeah.C:Have you used any hotel service during your stay?G:Yes.I made a long distance call yesterday and had breakfast at the coffee shop this morning.C:Ok.Would you please wait a minute?I will check with the department concerned.Heres your bill,

14、sir.That comes to 2,900 Yuan in total.,Topic Extension,G:Ok.May I pay by a credit card?C:Certainly.May I have your card,please?G:Here you are.C:Would you sign your name here?G:Ok.,Topic Extension,C:This is your card and your receipt.(递送物品的常用语)Please return your room key.G:Thank you.Could you do me a

15、 favor?I want to leave my luggage for another hour,because Id like to buy some cosmetics nearby.(通常酒店会为已办理离店手续的客人提供免费临时寄存行李的服务。)C:Yes.Well keep it for you.G:Thank you.See you later.C：See you later.,Topic Extension,Topic Extension,Miscalculation of the Bill,C:Good morning,sir.May I help you?G:I check

16、ed out here fifteen minutes ago.But when I got back to my room,I found that there might be something wrong with the bill.C:Oh.Yes?G:I cant understand this bill,whats this 300 yuan for?C:Look,sir.220 yuan for grilled lobster and 80 yuan for chickenG:And whats this item for?C:128 yuan for plain fried

17、calf ribs.,C-Cashier G-Guest,Topic Extension,G：Just stop here.I didnt order any plain fried calf ribs.Please break the bill down for me.Id like to go over the bill myself.(Checks it carefully)I didnt order whisky either.C:(Checks the bill)Im terribly sorry.Ive miscalculated the bill by adding anothe

18、r bill to yours.G:Thats all right.I hope it wont happen again.,酒店结账表格,Topic Extension,Taking the Luggage down before Checking out,BC-Bell Captain G-Guest B-Bellman,BC：This is Bell Captains Desk.What can I do for you?G:Im about to check out.Could you come up and pick up my luggage?BC:Of course.May I

19、have your Room Number?G:Room 1109.BC:Ok.1109.Well send a bellman right away.Please wait in your room.G:Ok.B:Good morning,sir.Ive come for your luggage.,Topic Extension,B:Good morning,sir.Ive come for your luggageG:Thank you.Could you take these suitcases for me?Ill take the shoulder bag and handbag

20、with me.B:Certainly.These two suitcases?G:Yes.B:Is there anything valuable or breakable in them?G:Yeah.Theres a bottle of whisky.B:Then could you take it out of the suitcase?Im afraid it might break.G:It doesnt matter.You just take it.,Topic Extension,B:Im afraid we cant be responsible for any damag

21、e.G:I see.B:This is your claim tag.I will put your staff in the cloakroom.By the way,the cloakroom is open until 9 p.m.G:Ok.Thanks.,Luggage Claim,No.001045Name 姓名 _Monica Geller Date 日期 _Oct.15 Room No.房号_ Room 1089No.of bags 行李件数 Three(Two suitcases and a handbag)Date of claim 提取日期_Oct.15_ Guest si

22、gnature 宾客签名_ Monica Geller_ Handled by 经手人 _Li Hua_ No.001045Date stored 寄存日期 Oct.3 Room No.房号 _Room1089_Name 姓名 _Monica Geller_No.of Bags 寄存件数 Three(Two suitcases and a handbag)Handled by 经手人_Liu Min_,Luggage Claim,顾客结账常用表达,1Id like to pay my bill now.我想现在结账。2Excuse me.Were leaving today.Id like t

23、o pay our bills now.劳驾，我们今天要走了。我希望现在就把账结清。3Id like to pay the bill in cash/by signing the bill/by credit card/with travelers cheque 我用现金付账签单挂账刷信用卡旅行支票。4May I keep the baggage at hotel for several hours?我的行李可以在酒店寄存几个小时吗?5All the charges for my accompanied friends will be added to my account,please.我随

24、行朋友的费用记在我的账单上。6Would you please close my account?请给我结账，好吗?,业务员结账基本应对,1Your name and room number,please？请问您的姓名和房间号是多少？2Four nights at 60 dollars each,and here are the meals that you had at the hotel.That makes a total of 520 dollars.4 个晚上，每晚60 美元，加上膳食费，总共是520 美元。3Have you used any hotel services this

25、 morning or had breakfast at the hotel dining room,Mr.Green？格林先生，今天早晨您是否用过旅馆服务设施，或在旅馆餐厅用过早餐？4How would you like to make the payment?你想怎样付账?5Here is your bill.Please check it.这是你的账单，请核查。6This figure here is for the room service you used.这个数目是你使用送餐服务的费用。7By the way,do you have any comments to make on

26、our hotel?先生，顺便问一句，你对我们宾馆的服务有什么意见?,Choose the proper sentences for the given situation.1 服务员主动提供服务时说_ 2 犹豫不决时，你会说 _3 赞同对方时说_ 4 服务员询问你用餐时间时说 _ 5 感觉对方的提议妙极了_ 6 不知对方有何事找你时 _7 感谢对方的善意帮助时说 _ 8 表示十分惋惜时，你会说 _a.Its very kind of you.b.Thats a terrific idea c.When shall we expect you?d.What a pity!e.It sounds

27、 good.f.Let me seeg.What is it going to be?h.Hello.,Check up,Choose the proper sentences for the given situation.1 服务员主动提供服务时说 h 2 犹豫不决时，你会说 f3 赞同对方时，e 4 服务员询问你用餐时间时说 c5 感觉对方的提议妙极了 b 6 不知对方有何事找你时 _g_7 感谢对方的善意帮助时说 a 8 表示十分惋惜时，你会说 d a.Its very kind of you.b.Thats a terrific idea c.When shall we expect

28、 you?d.What a pity!e.It sounds good.f.Let me seeg.What is it going to be?h.Hello.,Translate the following sentences:1.这个账单上有错误。2.这是您的收据和找零，请核实一下。3.该项是您使用房间内电话发生的费用。4.Although unusual,its possible for the hotel to owe the guest at the conclusion of the guests stay.,Check up,Translation,III.Translate the following sentences:1）Theres a mistake on the bill.2）.Heres your receipt and change,please check them.3）This item is for the telephone call in your room.4）尽管不太常见，但也会有这种情况。即客人离店时，饭店要向客人找钱。,That is all!Thank you!,