《酒店英语》课件-处理账单投诉

酒店专业英语HospitalityEnglishSettlingBillProblems

Task2SettlingBillProblems

vocabularytotal v.总计达cash n.现金accept v.接受receipt n.收据，发票sign v.签字signature n.签名tip n.小费servicecharge 服务费chargetotheroom 把帐挂到房费上settlethebill 收款结账ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguesthasfinishedhismeal,andheispayinghisbill.Buthefindsamistakeonit.Thecashierissettlingtheproblemforhim.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.RespondpolitelywhentheguestasksYes,sir.Justamoment.Excuseme.Iseverythingallright,sir?Yes,Madam.I’llbewithyouinaminute.Isthereanythingelseyou'dliketohave?—————————————————————————————2.GivethebilltotheguestandaskhimtohaveacheckHereitis,sir,pleaselookitover.Hereisyourbill.Wouldyoumindcheckingitplease?Thisisyourbill,takealook,please.

—————————————————————————————Learnthetaskstepbystep3.ExplainitemsonthebillThat'sforthe2bottlesofDynasty.ThisisfortheFrenchOnionSoup.That’sfor2coffees.

—————————————————————————————4.Confirmthecomplaintdetails,apologizeforthemistakeandhaveachangeLetmecheck.Yes,youareright,sir.Idoapologizeforthat.I'llgotothecashier'stohavetheamountchanged.Letmesee.Oh,yes,sir.Youhaveoverpaid.Idoapologizefortheerror.I'llhaveitchangedandgiveyouanotherbill.

—————————————————————————————Learnthetaskstepbystep5.Giveanotherbilltotheguest,asktheguesttocheckitagainSorrytohavekeptyouwaiting.Hereisthecorrectedbill.Wouldyoumindcheckingitagain?Hereyouare.Thisisanotherbill.Pleasehaveacheckagain.—————————————————————————————6.Paythebill

Payincash,bycreditcard,chargetotheroom

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7.Givethereceipttotheguestandapologizeagain

Hereisyourreceipt.Sorrytohavecausedyoutrouble.Iassureyouitwon'thappenagain.MayIseeyourroomcard?Youmaysignthebillsinceyouarestayinginourhotel.Pleasesignyournamehere.

————————————————————————TPracticethetaskHEERPracticethetaskAguesthasfinishedhismeal,andheispayinghisbill.Buthefindsamistakeonit.Thecashierissettlingtheproblemforhim.Workinpairstorole-playaconversationwithyourpartner.Youactasthecashier,andyourpartnertheguest.Changeyourroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.

Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Mr.Changhasfinishedhismeal,andheispayinghisbillincash.Butthecashieroverchargedtheguest.Andthere’ssomethingwiththemoney.AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

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☆☆☆1.Withfluency□□□2.Withgoodpronunciation&intonation□□□3.Understandable□□□4.Withanaccent□□□Performance:☆

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☆☆☆1.Withconfidence□□□2.Withcourtesy□□□3.Withgoodserviceattitude□□□Distinctionareas:Conclusion1.Bepatientandlistencarefully2.Understandwhattheguestneedandoffersolutions3.Askguest'sfeedback4.RecordorreporttoavoidthesameproblemCheckout

Task2ComplaintaboutBill

VocabularyVisa

n.维萨卡MasterCard

n.万事达卡AmericanExpress

n.美国运通卡Dinersn.大莱卡JCB

n.吉士莱卡blockacard冻结某卡账户

declined

a.拒收的issuer

n.发卡者debitcardn.借记卡

PINnumber密码

swipev.刷卡ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestchecksoutandhefindsthereissomethingwrongwithhisbill.Areceptionistdealswiththecomplaint.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.Greettheguest(s)

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2.Listentotheguestexplaintheproblem,andgiveguesttimetoexplainhowheorshefeelsandwhatheorshewants.

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3.Apologizetotheguest,nomatterwhosefaultitis

I’mterriblysorry.Therecouldhavebeensomemistake.Idoapologize.I’msorry,sir/madam.I’lllookintothematteratonce.I’mawfullysorryforthat.Idoapologizeformywrongchecking.

————————————————————————————————Learnthetaskstepbystep4.TakeappropriateactionOnemoment,please.Letmegiveyouanotherreceipt.WouldyoupleasewaitforamomentwhileIcalculateyourbill?

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5.ApologizeagainandthanktheguestThankyoufortellingus,sir\madam.Iassureyouitwon’thappenagain.I’llspeaktomanageraboutit.Pleaseacceptourapology.I’mawfullysorrytohavecausedyousomuchtrouble,Mr.Smith.Iassureyouitwon’thappenagain.Thankyoufortellingus.

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6.Expressgoodwishesandsaygoodbye

————————————————————————————————TPracticethetaskHEERPracticethetaskAguestchecksoutandhefindsthereissomethingwrongwithhisbill.Areceptionistdealswiththecomplaint.Workinpairstoroleplayaconversationaboutsettlingcomplaintsaboutbillswithyourpartner.Youactasthereceptionist,yourpartnertheguest.Changeyourroleswhenyoufinishtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.

Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Ms.Sunischeckingout.Whenshecheckherbill,shequestionsonthebreakfastcharge.Shedidn’thaveatall,butitisonthebill.Aftercheckingwithrestaurant,it’sforMs.Sunforanotherroom.Correctthebillandfinishthecheckoutfortheguest.

AssessmentChartName:Position:Task:Content:☆

☆☆

☆☆☆1.Complete□□□2.Well-organized□□□3.Creative□□□Language:

☆

☆☆

☆☆☆1.Withfluency□□□2.Withgoodpronunciation&