《酒店英語》課件-結賬服務

酒店專業(yè)英語HospitalityEnglishSettlingBillProblem

Task1PaymentMethods

Vocabulary

bill

n.賬單

check

n.重新打印

settlethebill結賬

cash

n.現(xiàn)金

signn.簽字

tip

n.小費note

n.鈔票

hurryup快點

billdetector驗鈔機

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

優(yōu)點：方便，可以直接簽帳消費，也可以在銀行兌換現(xiàn)金。安全，領取時要簽字，兌現(xiàn)時也要簽字，兩次簽字一致才能用，而且要出示護照，丟了可以掛失

缺點：購買手續(xù)費較高（票面金額的1%）旅行支票，是銀行或旅行支票公司為方便旅游者，在旅游者交存一定金額后簽發(fā)的一種面額固定的、沒有指定付款人和付款地點的定額票據(jù)。旅行支票(Traveler'sCheck)：Vocabularypaymentn.付款，支付checkoutv.退房mini-barn.賓館房間中放有酒類飲料、小吃等的小冰箱receiptn.收據(jù)calculatev.計算deductv.扣除,減除(+from)cashiern.出納員cann.罐頭printn.壓印receiptn.收據(jù)signv.簽名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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