chapter-9-Check-out-Service-酒店情景英语PPT课件.ppt

Chapter9 Check outService 1 2 3 4 5 6 7 8 PartIDialoguesPartIIVocabularyStudyPartIIIListeningandSpeakingPartIVPracticalWritingPartVFeatureReading 9 Dialogue1PayingtheBillinCash Context AmanguestcomestotheFrontDesktocheckout Pre listeningquestions Howmanynightshasthegueststayedatthehotel Howmuchservicechargemusttheguestpaytothehotel Staff Goodmorning MayIhelpyou Guest I dliketopaymybillnow 10 Staff CanIgetyournameandroomnumber please Guest JohnWalker Room4016 Staff Yes Mr JohnWalker YoucheckedinthreedaysagoontheafternoonofMarch19 did you Guest Yes Staff Andwhenareyouleaving Guest Rightafterlunch Staff Soyou llcheckoutbefore12 00 Guest Yes exactly Staff Justamoment please I llprintthebillforyou Sorrytohavekeptyouwaiting Hereyouare Thisisyourbill RMB1 980 including10percentservicecharge Pleasecheckit Guest OK Oh that sright 11 Staff YouhavepayanadvancedepositofRMB2 500 haven tyou Guest Yes hereisthereceipt Staff Thankyou ThisisyourinvoiceandyourchargeRMB520 Countit please Guest That squiteallright Goodbye Staff Wehopeyou llenjoyyourtrip Mr Walker Goodbye 12 Dialogue2ExchangingForeignCurrencies Context Ms ClarkechecksoutattheCashier TheclerkexchangeherUSdollarsintoRMB Pre listeningquestions 1 Whatistoday sexchangerate 2 Whatdoestheclerkasktheguesttosignhernameon Staff Goodmorning madam MayIhelpyou Guest Goodmorning I mleavingtoday MayIsettlemybillnow 13 Staff MayIhaveyournameandroomnumber please Guest MaryClarkeinRoom1208 Staff OnemomentwillIprintyourbill Sorrytohavekeptyouwaiting Ms Clarke Hereisyourbill RMB2 050 Guest DoyouacceptUSdollars Staff I msorrywedon t butwedoofferexchangeservice Guest CouldyouchangesomeUSdollarsforme Staff Noproblem madam Guest What stoday sexchangerateforUSdollars 14 Staff Accordingtotoday sexchangerate 100USdollarsisanequivalentofRMB823 Howmuchwouldyouliketochange Guest Fourhundreddollars Hereyouare Staff Wouldyoupleaseshowmeyourpassport Guest Yes hereitis Staff Thankyou Pleasefillinthisexchangememoandsignyournameonit Guest I lltakecareofit Isthatallright Staff Yes hereisthechangeandyourinvoice Keepthisexchangememo Guest Thankforyourhelp Goodbye Staff Goodbye Ms Clarke Wehopeyou llhaveagoodjourney 15 Context Aguestpayshisbillbycreditcard Pre listeningquestions 1 Whatisaguestfolio 2 Whatdoestheclerkdowiththeguestcreditcard Dialogue3PayingtheBillbyBankCreditCard Guest I dliketocheckout please Staff MayIknowyournameandroomnumber sir Guest I mMr Johnston Room1608 16 Staff Yes Haveyouusedtheminibarorotherservicethismorning Guest Ididn tusedtheminibar andIpaycashformybreakfast Staff OK Mr Johnston OnemomentwhileIcheckthefolio YourbilltotalsRMB1 820 Hereyouare Haveacheck please Guest Correct ButIdon thaveenoughcashforit MayIpaybymycreditcard 17 Staff Yes wedoacceptsomemajorcreditcards Whatcarddoyouhave Guest VisaCard Staff Fine Letmetakeanimprintofit Guest Hereitis Staff Thanks Justamoment Pleasesignyournameontheprint Mr Johnston Guest OK Hereyouare Staff Thankyou Pleasetakeyourcreditcardandkeepthereceipt 18 Context Aguestpayshisbillinhistraveler scheck Pre listeningquestions 1 Whatchargedoestheguest sbillinclude 2 Whatdoestheclerkgivetotheguestaftersettlingthepayment Dialogue4PayingtheBillinTraveler sCheck Staff Goodmorning CanIhelpyou Guest I dliketocheckout ThenameisJefferyDick Staff Excuseme wereyouinRoom2216 Guest That sright MayIseethebill 19 Staff Yes ittotalsRMB3 020 Pleasehaveacheck Guest OK Staff Wechargeyoufortherateoftheroom roomservice laundryanddrinks Isthatallright Mr Dick Guest Yes Idon tseethereisanyproblemwithit Staff Howwouldyouliketopayyourbill Guest Inmytraveler scheck Staff Fine 20 Guest CanyoutellmetheexchangerateofUSdollarsfortraveler schecks Staff It sRMB820against100USdollars MayIseeyourpassport please Guest Hereyouare Staff Pleasesignyournameonthetraveler scheckandsignagainonthememo Guest OK Staff Hereisyourinvoice Andthisistheexchangememo Guest Thankyou Goodbye Staff Wehopeyou llcomeagain Mr dick Haveanicetrip Goodbye 21 Dialogue5SettlingaCheck outDispute Context AguestchecksoutattheCashier Theclerkcorrectsthemistakeinthebill Pre listeningquestions 1 Whatisthemistakeintheguest sbill 2 Howdoestheclerkapologizetotheguest Staff Goodmorning HowmayIhelpyou Guest I dliketocheckout please Staff MayIhaveyourroomnumber please Guest 2345 22 Staff Oh Mr Smith OnemomentpleasewhileIprintoutyourbill Guest Looksoverthebill Hmm IthoughttheratewasRMB600pernight What sthischargeofRMB30 Staff Oh that sthe15percentF Bservicecharge Guest OK AndthisshowsthatIhaveaRMB37 50minibarbill Ididn tusetheminibar Staff Oh I mterriblysorry Thismustbeamistake I llcorrectitforyourightaway Doyouwanttoputyourchargesonthiscard Guest Yes 23 Staff Pleasesignyournamehere Guest Hereyouare Staff Thanks Hereisyourcopy Mr Smith Ihopeyouenjoyedyourstaywithus 24 VocabularyStudy Check outPrintthebillServicechargeDepositn Receiptn Invoicen Currencyn SettlethebillExchangememoEquivalentn 离店结帐打印帐单服务费预付金收据发票流通货币结帐外汇牌价等同物 等价物 25 ExchangememoMinibarn Folion Totalv Imprintn Traveler scheckRoomserviceLaundryn Disputen F B 外币兑换 水单迷你吧 客房酒吧 客房小冰箱 客户个人帐目总计 合计压印旅行支票客房送餐服务付 待 洗衣物 已洗衣物争议 纠纷餐饮 foodandbeverage 26 Exercise1 Matchtheexpressionsontheleftwiththebestmeaningontheright 1 cash2 receipt3 equivalent4 total5 laundry a Somethingelsethathassamevalueb Toreachaparticularnumberoramountofthingsc Moneyintheformofcoinsornotesd clothes sheetsetc thatneedtobewashede Awrittenstatement 27 Exercise2 Completethefollowingwithwordsorexpressionsfromthedialogues Departureproceduresincludepresentingtheguestf securingtheroomkeyandupdatingtheroom sstatus YourbilltotalsRMB1 800 including15 servicec Hotelschangeforeignc accordingtotheexchangerate Whenaguestc andsettlehisorheraccount thefrontdeskagentshouldexchangetheroomstatusinformation 28 5 Anexperiencedfrontdeskagentiscapableofdealingwithcheck ind 29 1 FunctionalSentences 确认退房日期与时间 Areyouleavingtoday YouarrivedonMarch21andthedeparturedateisMarch24 isitcorrect 30 询问客人结帐当天是否使用客房设施或其他服务 Haveyouthismorning usedtheminibarHadyourbreakfastinthehotelrestaurantUsedanyroomfacilities 31 向客人出示并解释帐单Here syourbilltocheckandseeifthere sanymistakes That swillbeRMB2 400 ThetotalamountisRMB3 600 Wehadtochargeyoufortheroomservice That sforthetaxiyoucalledtothetheater Sorry sir Idoapologizeforanymistake 32 询问客人付款方式payyourbill Incash bychecksorcreditcards HowdoyouwishtoHowwouldyouliketoWhatisyourideatoWhat syourwayto 33 Whatkindofcreditcarddoyouhave Whatcreditcardisit Doyouhaveabankdebitcard I msorry wedon tacceptpersonalchecks 34 外币兑换服务Wedoofferexchangeservice Accordingtotoday sexchangerate 100USdollarsisanequivalentofRMB823 Howwouldyouliketochange Wouldyoupleaseshowmeyourpassport Thankyou Pleasefillinthisexchangememoandsignyournameonit Yes hereisthechangeandyourinvoice Keepthisexchangememo 35 出示收款凭证Here syourreceipt Here sthemoneyyouoverpaid Wouldyouliketosignhere I llneedyoursignaturehere please 与客人道别Ihopeyouhaveenjoyedyourstaywithus Wishyouapleasanttripbackhome Bonvoyage Welookforwardtoseeingyouagain 36 2 Answerthefollowingquestions Whatwouldyousayifyouwanttoknowtheguest snameandroomnumber Whatwouldyousayiftheguestleavesafterthe12 00nooncheck outtime Whatwouldyousaywhencheckingforlatecharges Whatwouldbesaidwhenyouaregivingthemasteraccountsorfoliostotheguestforhisorherinspection Whatwouldyousaytotheguestwhenaskingforwaysofpayingthebill Beforetheguestleavesaftersettlinghisorheraccount whatwouldyousay 37 Exercise1 Listentotheshortdialogues Fillintheblanks Thenpracticewithyourpartner Dialogue1Staff Goodmorning Guest Goodmorning I dliketo Staff yournameandroomnumber please Guest Yes Room 38 Dialogue2Staff Mr Bachran Guest Yes Iusedtheminibar IdrankacanofPerrier Staff Allright Hereyouare sir including pleasecheck Guest Uh yes That scorrect Dialogue3Staff Pleasethebillandisanymistake Guest I llexamineit RMB930forthetaxi that srealasurprise Staff toyou Youbythedayfortwodaysbutoneeveningyouwenttoseeanopera TheataxiisRMB400perday 39 Dialogue4Staff Soyou llcheckout Guest Yes Iwill Staff Thisisyourbill Guest RMB Correct DoyouacceptEurodollars Staff butwe 40 Dialogue5Guest CouldyouchangesomeAmericandollarsforme Staff Certainly sir Guest Onethousanddollars WhatistheforAmericancurrencytoday Staff Accordingtothepresentrate it s Dialogue6Staff Whencheckingin yousaidyouwould Guest Yes hereismy Staff Letme please Oh hereisyourcardandthereceipt Wehope Guest Thankyou Goodbye 41 Exercise2 Listenandfillinthemissinginformation Address SouthShanghaiRoadTelephone 021 11112222Fax 021 22221111E mail egreenhotel EvergreenHotelNameMr MrsArrivedate 10 23 04Departuredate 10 26 04No inparty 1RoomNo RateRMB500 42 DateItemDescriptionDebitCredit10 23 041Deposit10 23 041Room50010 23 041PayTV8010 24 041Room50010 24 041minibar6010 25 041Room500Amounttobesettledbyguest1 640ServicechargeCashBalance 43 Exercise3 Listenandfillintheblanks Staff Goodmorning sir MayIhelpyou Guest Goodmorning I mleavingtoday MayInow Staff please Guest Staff Didyouhaveyourbreakfast Guest Yes butIpaidincash Staff Haveyou Guest No Staff Justamoment please Sorrytohavekeptyouwaiting Hereisyourbill inall including Pleasehaveacheck Guest Well that scorrect 44 Staff Youhavepaida haven tyou Guest Yes hereisthereceipt Staff Thankyou Hereisandthisisthe Count please Guest It squiteallright Thankyou Staff You rewelcome We 45 Exercise4 CompletethedialogueorallywiththeChineseprompts Staff Goodmorning madam 请问有何吩咐 Guest Goodmorning I mSherryGordoninRoom1106 I dliketocheckoutnow Staff 请问您今天使用过饭店服务吗 Ms Gordon Guest Yes Iusedtheminibar IdrankacanofTsingtaoBeer Staff 我为您打印帐单 请稍候 Sorrytohavekeptyouwaiting Hereyouaer madam 总共人民币2 680元 Guest I msorry whatisthisfor Staff 这是您在客房内上网的费用 46 Guest What IdidtrytologontotheNetlastnight butfailed WhydoIneedtopayforthat Staff I msorry madam 我需要解释一下 AlocalcallfeeischargedwhetherornotyoucangetontheInternet becauseyouusedtelephonetoaccesstheNet Guest Oh Isee CanIpaythebillnow Staff Yes 这是您的发票 Ms Gordon Guest Thankyou Goodbye Staff 希望您在我们饭店过得愉快 Haveanicetrip Goodbye 47 Exercise5 RolePlay 一位客人来到收银处 cashier 要求将200美元兑换成人民币 请按当日国家公布的外汇牌价 foreignexchangerate 为客人兑换外币 一位客人在前台退房 前台被告知房间内有两条浴巾 bathtowel 不见了 客人在结帐 员工向客人耐心解释帐单上的费用 其中有一项传真复印费发生了错误 48 CollectionLetter 催收帐款信函是指写信告知顾客为其已经使用过的服务或消费的商品付帐 催收帐款信函可分三次完成 首催 再催和最后通牒 首催信语言诚恳 语气温和 再催信语气加强 使用劝导文字 最后通牒可以使用法律字眼 语气强烈 但不可进行人身侮辱或文字攻击 当然 有的催收帐款信函也不乏幽默语言 49 EvergreenHotel666HighwayShanghai200000 0210 1234 5678April5 2005Mr JamesCarter AccountsPayableMapleTravelService555ZhangjiangRoadNanjing JiangsuProvince21000DearJim ThefollowingitemtotalingRMB6 000isopenonyouraccount 50 Voucher 3311Voucher 3311 datedMarch20 indicatesthatitisthegrosspaymentforinvoice 12345 However thevoucherwasonlyforRMB5 500 whiletheinvoiceamountwasRMB6 000 PleasesendacheckforRMB500toclearthisitem Sincerelyyours VestryFengVestryFengCreditRepresentativeCc WeiliangLee CreditManager 51 Exercise Writeacollectionletterforthefollowingsituation AnRMB2 900billfortheVoucher 8654isthreemonthsoverdue Yousentaremindertwomonthsagobutnothinghappened andyouhavebeentoobusysincethentowriteorphone 52 ReservationOperations Pre readingquestions Whatdocomputerdoforhotelcheck outclerks Whatarethestrongpointsofthecomputercheck outsystem 53 Thehotelcomputersystemgreatlyhelpstomaketheguestcheck outworklesstiring Ittakesonlysecondstoprintanaccurate neatandcompleteguestfolio makingthebilleasierfortheguesttoread Thecomputersystemalsohelpstoreducethecheck outqueue whichisacommoncomplaintfoundinmanyhotels Thesystemoffersautomaticforeigncurrencyexchange aconstantcheckofcreditlimits andanautomaticverificationofcompanyaccountstatus 54 Afullyautomaticin roomcheck outsystemisinterfacedtoanon linecreditcardcomputersystemwhichoffersfastservicetotheguest Therefore theguestcanseetheirupdatedaccountontheirtelevisionscreen If attheendoftheguest sstay thebillisacceptedasbeingcorrect thenalltheguesthastodoistodecideonthemethodofpaymentandtheamount Theguestmayhavethemreadywhentheycheckoutatthefrontdesk Iftheguestispayingbycreditcardorsendingtheiraccounttothecompany theycansignanin room expresscheck out card indicatingthattheyagreewiththebill Theymaysimplyplaceitinthesealedboxatthereception 55 Thecheck outsystemhasnowbeenextendedwiththeuseofanautomaticvoiceresponse Theguest roomt