《国际接待与应用英语》课件-Check-out Service 退房服务

国际接待与应用英语FrontDesk

Frontdeskprovidesguestwithwarmandcaringservicethatmeetsguest’severyneedandexceedstheirexpectationsfromthemomenttheycontactreservationtillcheckout.Frontdeskiscrucialtodeliveringthekindofservicethatfulfillshotelpromiseandmaintaininghotelreputation.UnitFiveCheck-outService

LearningObjectivesPositionDescriptionDiscussionTaskList

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LearningGuideList05USEFULSENTENCESDialogueExercise&Practice06070809Evaluation10Skills&SupplementKnowledgeIdeologicalandPoliticalElementVOCABULARYLearningObjectives01KnowledgeObjectives:Makestudentmastervocabularyandphrasesrelatedtocheck-outservice.Makestudentmastersomeusefulsentencesanddialogueofcheck-outservice.Makestudentmastertheprocedureofcheck-outservice.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofcheck-outaguest.Fosterstudent’sabilityofexplainingandverifyingthebill.Fosterstudent’sabilityofaskingaboutthewayofpayment.LearningObjectives01CompetenceObjectives:Fosterstudent’sabilityofassistingguestwithtransportation.Improvestudent’sskillofdealingwithguest’scomplain.LearningObjectives01AffectiveObjectives:Trainstudents’abilityofcommunicationandcooperation.Makestudentsmorequalifiedandprofessionalintheirfieldthroughleaningandpractice.LearningObjectives01Emphasis:WorkingprocedureofBusinessCenter.Makedialogandrole-play.LearningObjectives01Difficultpoints:Check-outaguestaccordingtoworkingprocedureandstandardinEnglish.Howtoprovidecheck-outserviceforaguestinthesimulationscenario.Howtohandlecomplains.LearningObjectives01PositionDescription02Guestwillcheckoutattheendofhis/herstay,andtheguestshouldreturntheroomkeyandsettlehis/herbillbeforeleavingthehotel.Nowadays,mosthotelbillsarecomputerizedandtheprocedurewillbeaccomplishedveryquicklyandsmoothly.Beforebillingtheguest,cashiershouldprintoutthebilltomaketheguestverifythecharges.Theguestusuallyhaspaidareservationdeposit.Inthiscase,thecashiershouldtaketheamountofhis/herdepositoutofthebill.Forsomebusinesstravelerswhowillleavehotelveryearlytocatchtheflight,orsomeguestsleavethehotelinahurry,theywillchooseExpressCheck-outService.Aftersettlingthebill,thebellmanshouldhelptheguestwiththeluggageandarrangethetransportationfortheguest.Discussion031.What’stheprocedureofCheck-outService?2.WhatisExpressCheck-outService?TaskList04PurposeProvidecheck-outserviceSituationUponguestarepreparedtoleavethehotelMaterialsOpera/ONQSystemActionsAcknowledgeguestPrintoutbillandverifychargesPayment&InvoiceAssistguestwithtransportationFarewellStandardsPrintoutthecorrectbillwithaccuratechargesExplainthechargesProvidethecompletedfoliotoguestThanktheguestforstayinginthehotelInvitetheguesttovisitagainTaskProvidecheck-outserviceforguestVerifythechargesHandlingcomplainArrangetransportationLearningGuideList05TopicCheck-outObjective/ChecklistVocabularyandphrases:19Sentences:13Dialogues:1Providecheck-outservice.Handleguest’scomplain.Beproudoftheirfuturejob.CommunicationandCooperation.Bequalifiedandprofessionalinthefield.CultureconfidenceResourceTextbookPPTvideoDubbingmicrolectureMethodDiscussionandandSituationProcessPre-class:Vocabulary&Sentence&DialogueIn-Class:Exercise&Dubbing&Practice&RoleplayPost-class:Skills&&IdeologicalandPoliticalElementSummaryVOCABULARY06checkout/'tʃek,aut/n.结帐payment

/ˈpeɪmənt/

n.付款cashier

/kæˈʃɪə(r)/n.收银员bill/bɪl/n.账单folio/ˈfəʊliəʊ/n.

分类帐cash/kæʃ/n.现款，现金traveler’scheckn.旅行支票exchange/ɪksˈtʃeɪndʒ/n.兑换accomplish/əˈkʌmplɪʃ/

vt.完成；实现smoothly/ˈsmuːθli/

adv.平稳地，平滑地；顺利地，流畅地settle/ˈsetl/

vi.解决；定居sign/saɪn/vi.签署；签名vt.签署；示意n.符号；记号mini-bar迷你吧total/ˈtəʊtl/

adj.全部的；完全的；整个的invoice

/ˈɪnvɔɪs/

n.发票；verify

/ˈverɪfaɪ/

vt.核实；查证authorization

/ˌɔːθəraɪˈzeɪʃn/

n.授权，认可；批准，委任change

/tʃeɪndʒ/v.货币兑换；将……换成零钱；转变n.变化charge/tʃɑːdʒ/

n.费用USEFULSENTENCES071.I’dliketosettlemybill.2.MayIhaveyourroomnumber,please?3.PleasegivemeonemomentwhileIprintoutthebillforyou.4.ThetotalisRMB1220.5.Pleaseverifythecharge.6.Whatarethesechargesfor?7.Howwouldyouliketopay?8.Withmycreditcard.9.Incash,please.10.Wouldyoulikeareceipt?11.Wouldyouliketheinvoice?12.Howwouldyoulikeit?13.Inbig/smallnotes,please.Dialogue08C:Goodmorning,sir.WhatcanIassistyouwith?G:Yes,I’dliketocheckoutandsettlemybill.C:Certainly,sir.MayIhaveyourroomnumber,please?G:IaminRoom1201.C:OK,Mr.Smith.PleasegivemeonemomentwhileIprintoutthebillforyou.G:Thankyou.C:Hereyouare,sir.ThetotalisRMB1220.Pleaseverifythecharge.Ifeverythingiscorrect,pleasesighyournamehere.G:Whatarethesechargesfor?C:Thisoneisbreakfastcharge.ThebreakfastisRMB58perperson.AndRMB10isfortheCokefrommini-bar.Check-outG:Isee,that’scorrect.C:Howwouldyouliketopay?G:Withmycreditcard.C:OK.WetookRMB1952authorizationfromthecreditcardwhenyoucheck-in.Wouldyouliketousethesamecreditcard?G:Yes.Youcanputallthechargesonthatcard.C:Certainly,theauthorizationamountwillreturnbackinfivebusinessdays.AndIwillputRMB1220onthesamecard.G:OK.Check-outC:Wouldyoulikeareceiptandinvoice?G:Yes,please.TheinvoicetitleshouldbethecompanynameIgavewhenIcheckedin.C:Hereisthereceiptandinvoice.IsthereanythingelseIcanassistyouwith?G:That’sall.Thankyouverymuch.C:Mypleasure.Haveaniceday.Goodbye.Check-outExercise&Practice09Accordingtothesituation,fillintheblank.C-cashierG-guestC:Goodmorning,sir.WhatcanI

youwith?G:Yes,I’dliketo

mybill.C:Certainly,sir.MayIhaveyourroomnumber,please?G:IaminRoom1201.C:OK,Mr.Smith.PleasegivemeonemomentwhileI

thebillforyou.G:Thankyou.C:Hereyouare,sir.ThetotalisRMB1162.Please

thecharge.Ifeverythingis

,please

yournamehere.G:Whatisthis

for?C:It’sfortheCockfrommini-bar.G:Isee,that’scorrect.C:Howwouldyouliketopay?G:Incash.Hereyouare.C:WetookRMB1952

fromthecreditcardwhenyoucheck-in,theauthorizationamountwillreturnbackinfivebusinessdays.G:OK.C:Hereisthe

.Wouldyoulikea

and

?G:Yes,please.C:Hereisthe

and

.IsthereanythingelseIcanassistyouwith?G:Ineedsomechangeplease.C:Howwouldyoulikeit?G:Insmallnotes,please.C:Hereyouare.G:Thankyouverymuch.C:Mypleasure.Haveaniceday.Goodbye.0102Mr.Greenstayedinhotelforfivedays,therateisRMB500pernight,andhewouldliketosettlethebillincash.Asahotelcashier,pleaseaccomplishthecheck-outtask.Mr.Simonstayedinhotelforthreedays,therateisRMB500pernight.Hetookbreakfasteverydayinhotelbuffetcafeteria,thebreakfastisRMB50perperson.Hewouldliketosettlethebillwithhiscreditcard.Asahotelcashier,pleaseaccomplishthecheck-outtask.Practice

Evaluation10SelfPeerTeacherContent(40)Correctgrammar&Perfectexpression&Appropriatelength

Pronunciation(30)Fluency&Speakingloud/clearly&Intonation

Professionalism(20)Behaviors&Properexpression

Cooperation(10)Teamworkinperformance&Interactionwithothers

Score

Skills&SupplementKnowledgeWatchthevideoanddiscussthekeyelementsofhandlingguest’scomplainprofessionally.Howtodealingwithguests’complain?IdeologicalandPoliticalElement

Entrepreneurship&BrandandServiceValues

ConradHilton,thefounderofHiltonHotel,h