酒店英语 unit 9 Check Out

Unit9CheckOut,TeachingProcedure,2.TheProcedureofCheckingout,1.Preparation,3.OralPractice,4.Assignment,Part1Preparation,BillCashCreditcardTravelerscheck,SomeWordsaboutCreditCard,信用卡的种类:,affinitycard认同卡platinumcard白金卡studentcard学生卡preferredcard/goldcard金卡valuecard储值卡classiccard普卡,兑换(exchange)旅行支票时,顾客首先要出示身份证(meansofidentification),如护照驾驶执照等然后顾客要在他所要兑换的支票上签名(signature),以供银行出纳员核实顾客在本国银行购买银行支票时得在支票上签名,兑换时还要签,以证明笔迹兑换时出纳员还可以问“Howwouldyoulikeit?”(您要换成零钱还是整钱?)顾客可以回答“Inbig/smallnotes,please”(请换成整钱/零钱),Whencheckingoutattheendofhisstay,theguestshouldsettlehisbill.Asmosthotelbillsarecomputerizedtoday,theprocedureshouldbeaccomplishedveryquicklyandsmoothly.Theguestusuallyhaspaidareservationdeposit.Ifhehas,thecashiershouldtaketheamountofhisdepositoutofthebill.Iftheguestsettleshisaccountintravelerscheck,makesurethathecountersignsthecheckinfrontofyou.Youshouldremindtheguesttoreturnhisroomkeytothereceptionbeforeheleavesthehotel.,Part2TheProcedureofCheckOut,1.Confirmingthedeparturedateandtime.2.Checkingtheroomserviceandextraserviceforthedeparturedate.3.Showingandexplainingthebillfortheguests.4.Askingaboutthewayofpayment.,PaymentincashincreditcardintravelerscheckdollarsExchangecurrencyVocabularyimpress,C:Goodafternoon,sir.CanIhelpyou?S:IdliketochangesomeUSdollarsandIdliketoknowtodaysexchangerate.C:Accordingtotodaysexchangerate,everyUSdollarincashisequivalentto6.8Yuan,RMB.Howmuchwouldyouliketochange,sir?S:Well,Illchangeonehundredandheresthemoney.C:Pleasefillinthisexchangememo,yourpassportnumberandthetotalsum,andpleasesignyournamehere.S:Allright.C:thankyou.Youllhaveitrightaway.,ForeignCurrencyExchange,(C=CashierS=Mr.Smith),S:OK.Willyoupleasegivemesomeone-yuannotes?Ineedsomesmallchange.C:Allright.(changingthemoney)C:Mr.Smith,hereitis.Pleasehaveacheckandkeeptheexchangememo.YoucangototheBankofChinaortheairportexchangeofficetochangetheleftmoneybackintodollarsbyshowingthememo.S:Oh,yes,youaresokind.Thanksalot.C:Youarewelcome.,ForeignCurrencyExchange,(C=CashierS=Mr.Smith),C:Goodmorning,madam.CanIhelpyou?S:Yes,please.Idliketosettlemybill.C:Certainly,madam.Whichroom,please?S:1101.Mrs.Simon.C:Pleasewaitforaminute,madam.Illjustgetyourbill.S:Thankyou.C:Hereyouare,madam.Couldyoujustsignhere,please?Howwillyoubepaying,madam?,CheckinginCash,(C=CashierS=Mrs.Simon),S:BycashMmOne,two,three420YuanRMB.Hereyouare.C:Thankyou.Hereisyourreceiptandyourchange,madam.Yourchangeis80YuanRMB.S:Thankyouverymuch.C:Youarewelcome,madam.Haveaniceday.Goodbye.,CheckinginCash,(C=CashierS=Mrs.Simon),C:Goodafternoon,sir.MayIhelpyou?F:Yes,Iwanttocheckout.C:Yournameandroomnumber,please?F:MynameisStephenFaulkner.Room1226.Icalledreceptionaboutanhouragoandaskedthemtoprepareit.Ihavetoleavewithinverylimitedtime.C:Justamoment,please.Mr.Faulkner,doyouhaveanychargesforthismorning?F:Ihadbreakfastthismorning,butIpaidcashforit.C:Andhaveyouusedanyhotelservicessincebreakfast?F:Yes,Iusedthemini-bar.Idrankabottleofjuice.,CheckingwithTravelersCheck,(C=CashierF=Mr.Faulkner),C:Allright.Hereisthebill,sir.Pleasecheckit.F:OK.LetmeseeYeah,thatsright.CanIpaywithtravelerschecks?C:Certainly,sir.F:Allright,hereyouare.C:Mr.Faulkner,couldyoupleasesignyournamehere?F:Allright.C:Thankyouandhereisyourreceipt.Isyourluggagepackedinyourroomandisitready?F:Yes.C:IwillcalltheBellCaptaintosenditdownforyou.F:Thankyouverymuch.C:Youarewelcome.Hopeyouhadanicestay.,CheckingwithTravelersCheck,(C=CashierF=Mr.Faulkner),S:Morning.Idliketocheckout,please.C:Goodmorning,sir.MayIknowyournameandroomnumber,please?S:ImMr.Singh.Room2016.C:Yes.Haveyouusedthemini-barorotherservicesthismorning?S:Ididntusethemini-bar,andIpaidcashformybreakfast.C:OK.Mr.Singh.Onemoment,Illcheckitforyou.Yourbilltotals680YuanRMB.Hereyouare.Haveacheck,please.S:Correct.ButIdonthaveenoughcashforit.MayIpaybymycreditcard?,CheckingbyCreditCard,(C=CashierS=Mr.Singh),C:Yes,wedoacceptsomemajorcreditcards.Whatcarddoyouhave?S:VisaCard.C:Fine.Letmetakeanimprintofit.S:Hereitis.C:Thankyou.Justamoment.Pleasesignyournameontheprint,Mr.Singh.S:OK.Hereyouare.C:Thankyou.Pleasetakeyourcreditcardandkeepthereceipt.Ihopeyouhadanicestayhere.S:Thankyouverymuch.Goodbye.,CheckingbyCreditCard,(C=CashierS=Mr.Singh),C:Goodmorning,sir.MayIhelpyou?S:Justnow,Icheckedouthere.Butbackinmyroom,Ifoundthattheremightbesomethingwrongwiththebill.C:Oh,yes?S:Icheckedinonthe15thandwillleavethismorning.Thatsexactlyfourdays,Ithink.ButIpaidforfourdaysandahalf.C:Well,letmesee.The15th,the16th,the17th,the18th,Ahyes,youcheckedoutinthemorning,soyouonlystayedhereforfourdays,nomore.Sorry,sir.Idoapologizeformymis-checking.,Mis-calculation,(C=CashierS=Mr.Sam),S:Thatsallright.C:Nowletmegiveyouanotherinvoiceandpleasecheckit.Hereisthemoneyyouoverpaid.S:Thankyou.C:Imawfullysorrytohavecausedyousomuchtrouble.Illtrytobemorecarefulanothertime.,Mis-calculation,(C=CashierS=Mr.Sam),cashierkin.出纳员paypeiv.付账；付钱billbiln.账单juicedu:sn.果汁equivalentikwivlnta.相等的signsainv.签（名）；签字cashkn.现金captainkptinn.领班totaltutlv.合计；总计,invoiceinvisn.发票；(服务）费用清单overpaiduvpeida.多付的foliofuliun.对开的纸,一页,页码或张数mini-bar房内小冰箱exchangerate兑换率exchangememo兑换水单travelerscheck旅行支票creditcard信用卡checkout结账,SentencesforImitation:,1.Justamoment,please.Thecashierwillhaveyourbillreadyinamoment.2.Howwouldyouliketosettlethebill?3.Hereisyourchangeandreceipt.4.Theroomrateismarkedatthetop.5.ThatsatotalofHK$1540,please.6.Illcallthebellmantotakeyourbaggagedown.,SentencesforImitation:,1.Howmuchwouldyouliketochange,sir?2.TheexchangerateofUSdollartoRMBis100:680,wouldyouliketochangenow?3.Imafraidthatweonlyofferone-waychange.4.Pleasekeepthereceipt,youllhavetoproduceitwhenyouwanttochangeyourmoneyback.5.Wouldyoulikeitsmallorlargebills?6.Ifwechargelargeamounts,ourcashsupplyrunsoutandwereunabletoobligeourotherguests.,SentencesforImitation:,1.Ireallymustapologizefortheinconvenience.2.Pleaseacceptmyapologiesforourmistake.3.Imterriblysorryforoverchargingyou.4.Ishouldapologizeforwastingyourtime.5.Therehasbeenanerror.6.Illcheckitwiththedepartmentconcerned.Wouldyoumindwaitingforsminute?,KnowledgeTips,AmericanExpressCard美国运通卡InternationalDinnersClubCard大莱俱乐部卡MasterCardCard万事达卡InternationalGreatWallCard长城卡VisaCard维萨卡,货币类汇率牌价由官方确定,每天一次现钞汇率与支票兑换不同,后者略高中国涉外宾馆饭店迄今为止不收私人支票,KnowledgeTips,一般来说,持卡人于酒店刷卡后,酒店会透过刷卡机将持卡人信用卡数据送到其收单银行,以确认此笔交易是否可接受,收单行会再透过授权系统向持卡人之发卡银行询问,发卡银行将于检查卡号和信用额度没问题后,回一个代表同意的“授权码”给收单银行,记录在签账单上事后,酒店即可凭有签名卡号及发卡行授权之签账单向收单行请款,PracticalTraining,(C=CashierS=StephenWilliams),StephenWilliamscomestocheckoutatthehotelreceptiondesk.C:Goodmorning,CanIhelpyou?S:Imleavingtoday.MayI_mybillnow?C:Yes,ofcourse.MayIhaveyournameandroomnumber,please?S:StephenWilliams._.C:OK.Hereisyourbill,Mr.Williams.S:This_lookstoobig.Perhapsthereisamistake.Couldyouexplainittome?,settle,Room508,figure,PracticalTraining,(C=CashierS=StephenWilliams),C:Sure.Thisisyour_,winechargeandlaundrycharge.Andthisisyourroom_.S:Whataboutthisfigurehere?C:Well,itistheinternationalcallschargefee.S:Oh,Isee.C:Howdoyouwishtosettleyour_,sir,incashorbycreditcard?S:Bytravelerscheck.C:OK.Butdontforgetto_yournamehere.Thankyou.Hereisyourcopyofthevoucherandthisisyour_andyourcard.Wehopeyouwillvisitourhotelagainsomeday.,roomrent,servicefee,sign,account,receipt,PracticalTraining,Situation1:JeanwantstocheckoutandchangesomeUSdollarsintoChineseRMB.Hewanttoknowthecurrentexchangerateandneedssomesmallchange.Situation2:Suecomestothecashiersdeskandwantstopayherbill.Shehasalreadypaidtheadvancedeposit.Soshewillcheckoutincash.,PracticalTraining,Situation1:JeanwantstocheckoutandchangesomeUSdollarsintoChineseRMB.Hewanttoknowthecurrentexchangerateandneedssomesmallchange.(C=CashierJ=Jean)C:Goodmorning.CanIhelpyou?J:Yes.IwanttocheckoutandchangesomeUSdollarsintoChineseRMB.C:Howmuchisthat?J:200USdollars.Hereyouare.C:Wechangeforeigncurrenciesaccordingtotodaysexchangerate.100USdollars,anequivalentofRMB700.,PracticalTraining,J:OK,Illtakeit.C:Pleasefillintheexchangememo,yourpassportnumberandthetotalsumandsignyourname.J:Hereyouare.Isthatallright?C:Yes,thanks.Whatdenominationdoyouneed?J:Giveme40five-Yuannotes,100one-Yuancoins,andothersare100-Yuannotes.C:Certainly.HereisRMB1400.Checkit,please,andkeepthememo.J:Thatsallright.Thankyouforyourhelp.C:Alwaysatyourservice.,PracticalTraining,Situation2:Suecomestothecashiersdeskandwantstopayherbill.Shehasalreadypaidtheadvancedeposit.Soshewillcheckoutincash.(C=CashierS=Sue)C:Goodmorning.MayIhelpyou?S:Idliketopaymybillnow.C:CanIgetyournameandroomnumber,please?S:Sue.Room2204.C:Yes,Mrs.Sue.YoucheckedinthreedaysagoontheafternoonofApril8,didntyou?S:Yes.C:Andwhenyouareleaving?S:Rightafterlunch.C:Soyoullcheckoutbefore12:00?,PracticalTraining,S:Yes,exactly.C:Justamoment,please.Illprintthebillforyou.Sorrytohavekeptyouwaiting.Hereyouare.Thisisyourbill,RMB1550,including10percentservicecharge.Pleasecheckit.S:OK.Oh,thatsallright.C:YouhavepaidanadvancedepositofRMB2000,haventyou?S:Yes,hereisthereceipt.C:Thankyou.Thisisyourinvoiceandyourchange,RMB450.Countit,please.S:Thatsquiteallright.Goodbye.C:Wehopeyoullenjoyyourtrip,Mr.Nobel.Goodbye.,TheRegalStanfordHotelFifthAvenue,NewYorkPurchasedfrom:_Room:_PassportNo:_CurrencyAmountExchangeRateUS$EquivalentGuestSignature:_AuthoritySignatureandIwantcoffee.Whatdoyouwant,Jack?J:Iwanttea.(tobecontinued),PayinginCash,(W=WaiterF=FrankJ=Jack),W:Verygood.Whatkindofwinewouldyouliketodrink?F:Whitewine,please.W:Allright.Illbringyouthewinesoon.(Aftertheguestshavefinishedtheirdinner,thewaitercomes.)W:Iseverythinggood,sir?J:Yes,prettygood.CanIhavemybill?W:Sure,Mr.Smith,hereisyourbill.Ittotals250RMB.J:Doyouacceptthepaymentofcreditcards?W:Sorry,weonlyacceptcashpayment.J:Allright.Heres250Yuan.W:Thankyou,sir.Pleasecomeagain.,PayinginCash,(W=WaiterF=FrankJ=Jack),W:Iseverythinggood,sirandmadam?M:Yes,prettygood.W:Whatelsewouldyouliketohave?G:Nomore.W:Whatdoyouthinkthefoodinourrestaurant?M:Delicious!Iwilltellmycolleaguestocometoenjoythefoodinyourrestaurant.W:Thankyouverymuch.G:CanIhavemybill,please?W:Hereisyourcheck.(tobecontinued),ExplaintheBill,(W=WaitressG=Mr.GilbertM=Mrs.Gilbert),lemonmeringuepie2.25applepiealamode1.55roastbeef,alacarte6.95applepie1.25liverandoniondinner4.25threebeers3.00turkeydinner5.25threecoffees1.20tea1.00sub-total26.715%tax4total30.7G:Thisis31dollars.Keepthechange,please.W:Thankyou.Seeyouagain.,ExplaintheBill,(W=WaitressG=Mr.GilbertM=Mrs.Gilbert),Dialogues,1.lemonade.lemmeidn.柠檬水2.gingerdindn.姜,精力,淡赤黄色a.淡赤黄色的v.使.活泼,使.有生气3.creditkreditn.信用,荣誉,贷款,学分v.归功于,赞颂,信任4.meringuemrn.蛋白与糖制成的糕饼5.sub-totalsbtutln.小计.,SentencesforImitation:,1.Wouldyouliketohavethebillnow?2.Itcomesto30USdollarsattodaysexchangerate.3.Whatcreditcarddoyouholding,sir?4.Youcanpaywithtravelerschecks.5.YouhavetochangetheUSdollarsintoRMBattheexchangecounteroverthere.6.Imustapologizeforthemiscalculation.7.Dontthinkthepriceisreasonable?8.Wellgiveyouthechangeinlocalcurrencyifthatisallright.,Offeringhelp,KnowledgeTips,Settlingaccountsisoneoftheskillsthatawaitershouldhave,andisthefinalstepinhotelservice.Whatsmore,itisthemostimportantpartinhotelmanagement.Theaccuracyandpromptnessofsettlingaccountshasdirectinfluencesontheeconomicefficiencyofthehotel.Awaiterorwaitressshouldbeskilfulinthemeansandproceduresofaccountsettlement.,Settlingaccounts,PracticalTraining,W:Welcometoourrestaurant,sir.Howmanypeople,please?B:Onlyone.W:Wherewouldyouprefertosit?B:Idliketositbythewindowoverthere.W:Thisway,please.Hereisyourmenu,sir.Waitaminute,Illbebacksoon.(Afterawhile)W:Sir,whatwouldyouliketohavetoday?Tabledhteoralacarte?B:Iwant.Whatdoyourecommendfortoday?W:Goldenfriedprawns.Theyareveryfresh,speciallypreparedbyour.Wouldyoupleasetryit?B:Soundsgreat.Illyouradvice.W:Perhapsyouwouldliketostartwithasouporasalad.,alacarte,chef,accept,PracticalTraining,B:Allright,IwantFrenchOnionSoup.W:Whatwouldyouliketohavefordessert?Hotappleorice-cream?B:Thatsfine,Illtakeice-cream.Thankyouverymuchforyour.W:Mypleasure.(Afewminutesaftertheguesthasfinishedhislunch.)W:Iseverythingallright,sir?B:Verywell,wouldyouliketoshowmemy,please?W:Yes,sir.Hereisyourbill.Yourbilltotals300RMB,includingservicecharge.B:DoyouAmericancreditcards?W:Yes,creditcardisOK.(ShortlyafterBrownpayshisbill.)Pleasecomeagain.Haveaniceday!,Baked,pie,suggestion,bill,honor,Situation1:Mr.Henryhasdinnerinarestaurant.Afterhisdinner,heispayingwithcreditcard.Situation2:Mikeishavingdinnerinarestaurant.Harry.Aftertheirdinner,Harrywantstopaysthebillusinghiscreditcard,butthewaitersaysthattherestaurantonlyacceptscashpayment.,PracticalTraining,PracticalTraining,(H=HenryW=Waiter)H:Waiter,canIhavethebill?W:Yes,sir.(Thewaiterbringsthebill.)W:Hereisyourbill,sir.Yourbilltotals145YuanRMB.H:HowmuchisthatinUSdollars,please?W:Justamoment,sir.Illcalculateitforyou.Itcomesto17USdollarsattodaysexchangerate.H:Isee,thanks.ImafraidIhaventbroughtenoughcashwithme.Doyouhonorcreditcards?W:Yes.Whatkindhaveyougot,sir?H:AmericanExpress.W:Thatwillbefine.MayItakeaprintofit?H:Hereyouare.W:Thankyou,sir.Pleasecomeagain.Haveaniceday!,Situation1.,Situation2.(M=MikeW=Waiter)W:Wouldyoulikesomethingelse,sir?M:No,thanks.CanIhavethecheck?W:Yes,sir.Hereisyourbill.M:Howmuch?W:Yourbilltotals350RMB,sir.M:(Goingoverthebill)Whatsthe100RMBfor?W:90RMBforthreedrinksplus10%servicecharge.M:Whyisthedrinksoexpensive?W:Imsorry,sir.Butwehavetopayhightaxesonimporteddrink.M:Isee.Thankyouforyourhelp.ThenhowmuchisthatinUSdollars?W:Justamoment,sir.TodaysexchangerateisRMB8.5foronedollar.Soitcomesto41.17USdollars.M:DoyouhonorAmericancreditcards?W:Sorry,cashonly,eitherForeignExchangeCertificateorRenminbi.M:Allright.Heres42dollars.Youmaykeepthechange.W:Thankyou,sir.,PracticalTraining,PracticalTraining,1.Whatarethemajorwaysofaccountsettlement?Settlingaccountsisoneoftheskillsthatawaitershouldhave,andisthefinalstepinhotelservice.Whatsmore,itisthemostimportantpartinhotelmanagement.Theaccuracyandpromptnessofsettlingaccountshasdirectinfluencesontheeconomicefficiencyofthehotel.Awaiterorwaitressshouldbeskilfulinthemeansandproceduresofaccountsettlement.Themainwaysofsettlingaccountsareasfollowings:cashsettlement,signingbills,creditcardsettlementandchecksettlement.2.Howmanystepsshouldbefollowedincashsettlement?Whatarethey?Asfarascashsettlementisconcerned,awaitershouldfollowthefivestepsbelow.First,awaiterisrequiredtogotothecashiersquicklyandbringthebillwiththeoppositesideupwardtothecustomer,whoshowsthatheintendstopayhisdinner.Second,awaiterisexpectedtoleanalittlewhenheoffersthebilltothecustomer.Additionally,heshouldspeakpolitelybyaddressingthecustomer“Sir/Madam,hereisyourbill”.Awaiterisnotallowedtospeakoutthetotalbillunlessheisaskedtodosobythecustomer.Third,awaiterhastoexplainwithpatiencewhenthecustomerhasquestionsaboutthebill.Thewaitershouldgivethecashpaidbythecustomertothecashiersasquicklyaspossible,wherethecashieracceptsthemoney,givesthechanges,printsaninvoiceandaffixesasealtoitshowingthedinnerhasbeenpaid.Whenthewaiteroffersthechangesandtheinvoicetothecustomer,heisrequestedtoremindthecustomerthatthechangesshouldbecountedonthespot,andexpresseshisthankfulnesstothecustomerforhiscoming.,PracticalTraining,3.Howmanystepsshouldbefollowedinsettlementbysigningthebill?Whatarethey?Ifthecustomersignsthebill,thefollowingfivestepsshouldbeobserved.First,awaiterisrequiredtogotothecashiersquicklyandbringthebillwiththeoppositesideupwardtothecustomer,whoshowsthatheintendstopayhisdinner.Second,thecustomerisaskedtoshowtheroomcard.Thenthewaitercheckswhethertheroomnumberintheroomcardisinagreementwithwhatiswrittenonthebill,andwhetherthebillisintheperiodofvalidity.Ifthecustomersignsthebill,heisnotabletoreceiveaninvoicefromthedinnerhall.Onlywhenheleavestherestaurantcanheisofferedtheinvoicefromthefrontdesk.Thewaiterisrequiredtoconveythankstothecustomerafterthewaitersignshisnameonthebill,andgivesittothecashiersimmediately.Atlast,ifthecustomerisfromacompanywhichhasfrequentandlongbusinessexchangeswiththehotel,hecanonlyfillaformwithhissignatureonitbymakingclearsuchinformationasthenameofhiscompany,theaddress,hisnameandthetotalmoneyhehastopay,andtheintendeddateofpayment.,PracticalTraining,4.Howmanystepsshouldbefollowedinsettlementbythecreditcard?Whatarethey?Astocreditcardsettlement,awaiteris,firstofall,requiredtogotothecashiersquicklyandbringthebillwiththeoppositesideupwardtothecustomer,whoshowsthatheintendstopayhisdinner.Thenawaiterisrequiredtocheckwhetherthecreditcardofthecustomerisacceptedbythehotel,thetermsofvalidity,thename,gender,identitynumberofthecardholder,andexpresshisgratitudetothecustomer.Next,thewaitersendsthecreditcard,identitynumberandbilltothecashiertorecheckthetermsofvalidity,cardholdersname,genderandidentitycard.Ifnothingiswrong,thecustomerwritedownthemoneyheisgoingtopaybycreditcardonaform.Afterhispayment,thecustomerisaskedtosignhisnameontheform.Thenthewaitermakessurethatthereisnomistake,andsendsthecreditcardandformtothecustomer.Ifthewaiterhassomedoubtaboutthesignature,hecangetintouchwiththeauthorizedcenterandmakeafurtherinvestigationwhetherthephotoontheidentitycardisinagreementwiththatofthecardholder.Aftertheconfirmation,thewaiterreturnsthecreditcardtothecustomer,andshowshisthankstohimforcoming.,PracticalTraining,5.Howmanystepsshouldbefollowedinchecksettlement?Whatarethey?Whenthecustomerpaysthebillbyhischeck,heshouldabidebythefiverules.First,awaiterisrequiredtogotothecashiersquicklyandbringthebillwiththeoppositesideupwardtothecustomer,whoshowsthatheintendstopayhisdinner.Second,heisexpectedtocheckthevalidityperiodofthecheck,andasksthecustomertoshoweffectivecredentials.Then,thewaiterhandsinthecheck,billandcredentialsofcheckholdertothecashier.Next,thewaitergivestheinvoiceandcredentialsandsoontothecustomer,andconveyshisthankspolitelytothecustomer.,W:WhatcanIdoforyou,Mr.Black?B:?W:Yes.Theminimumchargefora150peopledinnerpartyis5000Yuan,notincludingdrinks.B:Then,?W:Itdepends.Mr.Black.B:?Canyouexplainindetail?W:Yes.Wehavedifferentways.Itsquitecommonfortheorganizertopayforallthedrinksforhisguests.B:.Itprob