酒店情境英语退房课件

《饭店

英语》HotelEnglishHotelEnglish《饭店英语》HotelEnglishHot[Slang]What'sthemeaningof"Droptheball"?A把球丢掉B把球捡起来C没有完成任务D完成任务[Slang]What'sthemeaningof2UnitFiveCheckoutUnitFiveCheckoutCheckoutIIntroductionCheckoutIIntroductionCanyougivetheanswerstothem?1.Whatshouldthefrontcashierdowhentheguestscometosettletheirbills?2.Aftertheguestcheckedout,whatshouldthefrontcashierdo?3.Doyouthinkarudecashierwillaffectyourmood?Ifyoumeetsuchacashier,willyoucomplaintohis/herboss?ClassactivityCanyougivetheanswerstoth5WordReference:

departv.离开，启程；a.逝世的departfor开往…；去往…；动身去…departfrom离开；开出；从……出发departuren.离开；出发；违背laundryn.洗衣店，洗熨appreciatev.感激，赏识eg:Ireallyappreciateyourhelp.

efficienta.有效率的，能干的inquirev.询问，查究WordReference:6WordReference:

stressv.强调；n.强调，压力attituden.态度，看法(towards)apta.有…倾向的，灵巧的(to)

eg,Peoplearemoreapttoseeksupportfromfamilyandfriends,whentheysuffer.incurv.招致incurhatred结怨hereafterad.今后，从此以后TheHereafter

来世SweetHereafter

意外的春天FromHereafter

从此后WordReference:7

Asweallknow,checkingoutforguestsisthemostimportantdutythatthefrontcashierhas.Departingguestsespeciallyappreciateefficientcheck-outprocedures.Thecashier’sstationiswheretheguestsgotocheckoutandsettletheirbills.IntroductionAsweallknow,ch8

Thusthecashiersarethelastmembersinthefrontofficetocomeintodirectcontactwiththeguests.

Ashasbeenrepeatedlystressed,firstandlastimpressioncarriesthemostweight.

Thelastisprobablyevenmoreimportant.Thatistheimpressionthattheguestscarryhomeandismostapttoremember.Itprobablyaffectstheirattitudeinlaterdiscussingtheserviceofthehotelwiththeirfriendsandbusinessassociates,andmaydecide

whether

theywillcometothehotelagainornot.Thusthecashiers9

Apleasantgreetingwhentheguestscometosettletheirbillsisnecessary.Moreover,theeffectoffastandefficientserviceincheckingthemoutisobvious.Whenhandlingcheck-out,thecashiersaretrainedtoinquireabouteveryrecentcharge,whichmaybeunrecorded.Allchargesthataguestincursmustbeentered,orposted,onhisorheraccountsassoonaspossible.Apleasantgreeti10

Inadditiontothechargefortheguest’sroom,theremayalsobechargesresultingfromtheuseofthetelephone,thelaundryservice,therestaurant,theroomservice,andsoon.Inadditiontothe11

Whentheguestagreesonthebill,heorshewillpayinthemannerofpre-stated,cashorcreditcard.Hereafter,thecashierwillkeeproomkeyandrelease“leavingnotice”.Finally,leavinginformationshallberecordedinthecomputer.Whentheguestagrees12【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(Checkout)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ExpressCheckOut。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，再把消费明细表及签账单的存根一并交给顾客。【知识链接】13酒店结账表格酒店结账表格14CheckoutIiTopicextensionCheckoutIiTopicextensioWordsandexpressions:

settlev.支付；定居；解决receiptn.收条；收据favorn.好意；关心；支持

infavor对；偏向；赞同Eg:Noteveryonewasinfavorofthisbill.

cosmeticn.化妆品Whiskyn.威士忌plainfriedcalfribs清煎小牛排grilledlobster烤龙虾Wordsandexpressions:16Wordsandexpressions:

miscalculationn.误算；估错BellCaptain服务生领班shoulderbag背包claimtag取物条,行李票breakablea.易碎的；n.易碎品cloakroom寄物处Wordsandexpressions:17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(creditcard)、贵宾卡(Vipcard)、会员卡(membershipcard)、签单(signingthebill)等。

I’dliketopaythebillincash/bysigningthebill/bycreditcard/withtraveler’scheque酒店结账的种类酒店结账的种类包括散客结账(individual’schecking-out)和团队结账(tour/team’schecking-out)两种。结账常识

酒店结账的常见付款方式18散客结账：散客结账：19DialogueI

C:

Goodmorning,sir,canIhelpyou?G:Goodmorning,Iwanttosettlemybill.C:

Yournameandroomnumber,please?G:RossGellerfromroom1109.Check-outProcedure

C---CashierG---GuestDialogueIC:Goodmorning,20C:

Letmesee…YoucheckedinonWednesday.It’sFriday.That’stwodays.AmIright?G:Yeah.C:

Haveyouusedanyhotelserviceduringyourstay?G:Yes.Imadealongdistancecallyesterdayandhadbreakfastatthecoffeeshopthismorning.C:

Ok.Wouldyoupleasewaitaminute?Iwillcheckwiththedepartmentconcerned.

Here’syourbill,sir.Thatcomesto2,900Yuanintotal.TopicExtensionC:Letmesee…Youcheckedino21G:Ok.MayIpaybyacreditcard?C:

Certainly.MayIhaveyourcard,please?G:Hereyouare.C:

Wouldyousignyournamehere?G:Ok.TopicExtensionG:Ok.MayIpaybyacreditc22C:

Thisisyourcardandyourreceipt.(递送物品的常用语)Pleasereturnyourroomkey.G:Thankyou.Couldyoudomeafavor?Iwanttoleavemyluggageforanotherhour,becauseI’dliketobuysomecosmeticsnearby.(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.We’llkeepitforyou.G:Thankyou.Seeyoulater.C：Seeyoulater.

TopicExtensionC:Thisisyourcardandyour23TopicExtensionMiscalculationoftheBill

C:

Goodmorning,sir.MayIhelpyou?G:

Icheckedoutherefifteenminutesago.ButwhenIgotbacktomyroom,Ifoundthattheremightbesomethingwrongwiththebill.C:

Oh.Yes?G:Ican’tunderstandthisbill,what’sthis300yuanfor?C:

Look,sir.220yuanforgrilledlobsterand80yuanforchickenG:Andwhat’sthisitemfor?C:

128yuanforplainfriedcalfribs.C---CashierG---GuestTopicExtensionMiscalculation24

TopicExtensionG：Juststophere.Ididn’torderanyplainfriedcalfribs.Pleasebreakthebilldownforme.I’dliketogooverthebillmyself.(Checksitcarefully)Ididn’torderwhiskyeither.C:

(Checksthebill)I’mterriblysorry.I’vemiscalculatedthebillbyaddinganotherbilltoyours.G:

That’sallright.Ihopeitwon’thappenagain.TopicExtensionG：Juststophe25酒店结账表格酒店结账表格26TopicExtensionTakingtheLuggagedownbeforeCheckingoutBC---BellCaptainG---GuestB---Bellman

BC：ThisisBellCaptain’sDesk.WhatcanIdoforyou?G:I’mabouttocheckout.Couldyoucomeupandpickupmyluggage?BC:Ofcourse.MayIhaveyourRoomNumber?G:Room1109.BC:Ok.1109.We’llsendabellmanrightaway.Pleasewaitinyourroom.G:Ok.………..B:Goodmorning,sir.I’vecomeforyourluggage.TopicExtensionTakingtheLugg27TopicExtensionB:Goodmorning,sir.I’vecomeforyourluggageG:

Thankyou.Couldyoutakethesesuitcasesforme?I’lltaketheshoulderbagandhandbagwithme.B:

Certainly.Thesetwosuitcases?G:Yes.B:

Isthereanythingvaluableorbreakableinthem?G:Yeah.There’sabottleofwhisky.B:

Thencouldyoutakeitoutofthesuitcase?I’mafraiditmightbreak.G:Itdoesn’tmatter.Youjusttakeit.TopicExtensionB:Goodmorning28TopicExtensionB:I’mafraidwecan’tberesponsibleforanydamage.G:

Isee.B:Thisisyourclaimtag.Iwillputyourstaffinthecloakroom.Bytheway,thecloakroomisopenuntil9p.m.G:Ok.Thanks.TopicExtensionB:I’mafraidw29LuggageClaim

No.001045Name姓名

__________Date日期

__________RoomNo.房号

__________No.ofbags行李件数

_______________Dateofclaim提取日期

______________Guestsignature宾客签名

_____________Handledby经手人

_______________…………No.001045Datestored寄存日期

____RoomNo.房号

_______Name姓名

__________________No.ofBags寄存件数

_______________Handledby经手人

______________LuggageClaim30

No.001045Name姓名

___MonicaGellerDate日期

____Oct.15RoomNo.房号__Room1089No.ofbags行李件数

Three(Twosuitcasesandahandbag)Dateofclaim提取日期__Oct.15____Guestsignature宾客签名___MonicaGeller_____Handledby经手人_LiHua__……………………No.001045Datestored寄存日期Oct.3RoomNo.房号_Room1089_Name姓名__MonicaGeller___No.ofBags寄存件数

Three(Twosuitcasesandahandbag)Handledby经手人____LiuMin__LuggageClaim

31顾客结账常用表达

1．I’dliketopaymybillnow.我想现在结账。2．Excuseme.We’releavingtoday.I’dliketopayourbillsnow.劳驾，我们今天要走了。我希望现在就把账结清。3．I’dliketopaythebillincash/bysigningthebill/bycreditcard/withtraveler’scheque我用现金付账／签单挂账／刷信用卡／旅行支票。4．MayIkeepthebaggageathotelforseveralhours?我的行李可以在酒店寄存几个小时吗?5．Allthechargesformyaccompaniedfriendswillbeaddedtomyaccount,please.我随行朋友的费用记在我的账单上。6．Wouldyoupleaseclosemyaccount?请给我结账，好吗?顾客结账常用表达

1．I’dliketopaymy32业务员结账基本应对

1．Yournameandroomnumber,please？请问您的姓名和房间号是多少？2．Fournightsat60dollarseach,andherearethemealsthatyouhadatthehotel.Thatmakesatotalof520dollars.4个晚上，每晚60美元，加上膳食费，总共是520美元。3．Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom,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？4．Howwouldyouliketomakethepayment?你想怎样付账?5．Hereisyourbill.Pleasecheckit.这是你的账单，请核查。6．Thisfigurehereisfortheroomserviceyouused.这个数目是你使用送餐服务的费用。7．Bytheway,doyouhaveanycommentstomakeonourhotel?先生，顺便问一句，你对我们宾馆的服务有什么意见?

业务员结账基本应对

1．Yournameandroom33Choosethepropersentencesforthegivensituation.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.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.