《酒店英语》课件-结账服务

酒店专业英语HospitalityEnglishSettlingBillProblem

Task1PaymentMethods

Vocabulary

bill

n.账单

check

n.重新打印

settlethebill结账

cash

n.现金

signn.签字

tip

n.小费note

n.钞票

hurryup快点

billdetector验钞机

benogood

不行，不能用ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguest,Mr.Millerhasfinishedhismeal,andhewouldliketopayhisbill.Youcometohelphim.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.GreetguestsHowcanIhelpyou?AnythingelseIcandoforyou?

—————————————————————————————2.GivethebilltotheguestsJustamoment,sir.Here’syourbill.Justamoment,sir.Hereyouare.Wouldyoulikeseparatebillsoronebill?

—————————————————————————————3.AsktheguestshowtheywillbepayingHowwouldyouliketosettlethebill?

Learnthetaskstepbystep

Howareyougoingtopay,sir?Incashorbycreditcard?

—————————————————————————————4.TelltheguestsamountandpayincashItcomesto100USdollars.Thankyou.Here’syourchangeandreceipt.

—————————————————————————————5.PaybycreditcardWealsotake/acceptcreditcards.WetakeAmericanExpress,Diners,Visa,MasterandJCB..

—————————————————————————————Learnthetaskstepbystep6.ChargetotheroomMayIseeyourroomcard?Wouldyoupleasesignyournamehere?Couldyoushowmeyourroomcard?Sinceyoustayinourhotel,youmaysignthebill.Thehotelwillchargeyouwhenyouleave.Wouldyoupleasesignyournamehere?

————————————————————————————7.Saygoodbyeandexpressgoodwishes(declinethetips)Thankyou,sir.Ihopeyouhaveenjoyedyourdinnerhere.Hopetoseeyouagain.

————————————————————————————TPracticethetaskHEERPracticethetaskAguest,Mr.Millerhasfinishedhismeal,andhewouldliketopayhisbill.Youcometohelphim.Workinpairstorole-playatelephoneconversationabouttablereservationwithyourpartner.Youactasthewaiter,andyourpartnertheguest.Changeyourroleswhenfinishingtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Mr.Changhasfinishedhismeal,andheispayinghisbill.Heisahotelguest,sohewantstochargetotheroom.AssessmentChartName:Position:Task:Content:☆

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☆☆☆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

Task1CheckoutHow

willtheguestsettlehisbill?

______cash______creditcard______traveler'schecksinbywithcreditcardreceipt

优点：方便，可以直接签帐消费，也可以在银行兑换现金。安全，领取时要签字，兑现时也要签字，两次签字一致才能用，而且要出示护照，丢了可以挂失

缺点：购买手续费较高（票面金额的1%）旅行支票，是银行或旅行支票公司为方便旅游者，在旅游者交存一定金额后签发的一种面额固定的、没有指定付款人和付款地点的定额票据。旅行支票(Traveler'sCheck)：Vocabularypaymentn.付款，支付checkoutv.退房mini-barn.宾馆房间中放有酒类饮料、小吃等的小冰箱receiptn.收据calculatev.计算deductv.扣除,减除(+from)cashiern.出纳员cann.罐头printn.压印receiptn.收据signv.签名ReadthetaskLearnthetaskstepbystepPracticethetaskCONTENTSONEReadthetaskReadthetaskAguestchecksoutandhefindsthereissomethingwrongwithhisbill.Areceptionistdealswiththecomplaint.TWOLearnthetaskstepbystepLearnthetaskstepbystep1.Greettheguest(s)

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2.Askabouttheguest’sdetailsCouldyoutellmeyournameandroomnumber?CanIhaveyournameandroomnumber,please,sir?Wouldyouliketogivemeyournameandroomnumber?

—————————————————————————————————3.Askaboutthemini-barExcuseme,sir,haveyouusedthemini-barthismorning?I’msorry,haveyouusedthemini-barlastevening?

—————————————————————————————————Learnthetaskstepbystep4.TellthecostThat’satotalof1208YuanRMB,please.Letmesee.That’s840YuanRMB,please.

—————————————————————————————————5.AskaboutthewaysofpaymentHowareyougoingtopay,incash,orbycreditcard?Howwillyoubepaying,Madam?

—————————————————————————————————6.Differentwaysofpaying

1）ProcesscreditcardpaymentsMakesurethecreditcardisvalid:thenameofthepersonusingthecard;appropriateidentification.Makesuretheamountofpurchaseisapproved.Askfortheguest’ssignatureonthereceipt.

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2)ProcesscashpaymentsConfirmtheamountofcashpresentedbytheguest.Presenttheguestwiththecorrectchange.

————————————————————————————————Learnthetaskstepbystep7.GiveguestthereceiptHere’sthereceiptandkeepitsafe.Here’syourcreditcardandreceipt.

———————————————————————————————8.Expressgoodwishesandsaygood-byeIhopeyouhadanicestay,goodbye.Wewishyouhadagoodtime,goodbye.Hopeyouenjoyedyourstaywithus.Goodbye.

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LearnthetaskstepbystepTPracticethetaskHEERPracticethetaskAguestwantstocheckoutandpayhisbillincash,acashierhelpshimcheckout.Workinpairstorole-playaconversationaboutcheckingoutwithyourpartner.Youactasthecashier,yourpartnertheguest.Changeyourroleswhenyoufinishtheactivity.Practiceseveraltimesuntilbothofyoubecomefluent.

Furtherpractice

Makearoleplaywithyourpartnerandfinishconversationaccordingtothesituation.

Situation:Ms.Mawillcheckoutandleavehotel.Sheisbeeninthehotelfor3daysinroom2020.Sheusedlaundryserviceyesterdayandalsodrunkacanofcola.She’dliketopaytheroomsbycreditcard,laundryandcolabyAliPay.You,thecashiersettlethebillforher.AssessmentChartName:Position:Task:Content:☆

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

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