《現(xiàn)代酒店服務(wù)英語》Chapter4 收銀臺(tái)服務(wù)

清華大學(xué)出版社現(xiàn)代酒店服務(wù)英語ServiceEnglishinModernHotelChapterFourCashDeskService收銀臺(tái)服務(wù)

ServicePosition服務(wù)崗位ThecashiersareactuallythestaffoftheFinanceDepartment.ButtheirworkingpositiontheCashDesk/CashierCounter(收銀臺(tái)/收銀處),isintheFrontOfficeDepartmentandtheirworkiscloselycontactedwithmanypositionsoftheFrontOfficeDepartment,sothemanageroftheFrontOfficeDepartmentisresponsibleforitsmanagementandcontrolonaday-to-daybasis.

Themainworkofthispositionistodealwiththeguests’accountsandthebusinessofchangingtheforeigncurrencies.

cashier（n.）收銀員，出納員theFinanceDepartmentstaff財(cái)務(wù)部員工theCashDesk收銀臺(tái)ashasbeenrepeatedlystressed正如反復(fù)強(qiáng)調(diào)的那樣exchangetheforeigncurrency兌換外幣cashtraveler’schecks兌現(xiàn)旅行支票KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)

1.ThecashiersoftheCashDesktypicallypostsomerevenuecenterchargetotheguests’accounts.收銀臺(tái)的收銀員負(fù)責(zé)將客人在各營業(yè)點(diǎn)的實(shí)際消費(fèi)收入記入客人賬單。2.carrythemostweight非常重要3.handlepromptlyvarioussettlement迅速辦理各種結(jié)賬Note:UnitSevenForeignCurrencyExchange單元7外幣兌換

ProcedureofService服務(wù)流程Greettheguest.Introducetoday’sexchangeratetotheguest.Asktheguesthowmuchhewantstochangeandreceivethemoneyfromtheguest.Seethepassportoftheguest.Fillintheexchangememo.Telltheguestabouttheamountofmoneyofexchange.Givethemoneytotheguest,andaskhimtocount.Givethereceipttotheguest,andaskhimtokeepitwell.

ServiceConversation13

ExchangeUSdollarsintoChineseyuan

1.Whatdoestheguestwanttochange?2.Whatistoday’srateofexchange.3.Howmuchdoestheguestchange?PracticeAnswerthequestionsaccordingtotheserviceconversation.

ServiceConversation14

ChangingattheAirportExchangeOffice

1.Whatdoestheguestwanttodo?2.WhydoestheguestwanttochangetheRMBleftbackintoEuros?3.Whydoesn’tthecashierchangethemoneyfortheguest?PracticeAnswerthequestionsaccordingtotheserviceconversation.

foreigncurrency外幣Souvenir（n.）紀(jì)念品,禮物exchangememo外匯兌換水單,水單rateofexchange/rateofforeignexchange/foreignexchangerate外匯兌換率theCustoms海關(guān)permanentaddress永久性地址theAirportExchangeOffice機(jī)場外幣兌換處specializedforeignexchangebank外匯專業(yè)銀行change…into….把……兌換成……denomination（n.）

票面金額KRW（n.）韓元Euro（n.）

歐元KeyWordsandExpressions

Sincetherateischangingeveryday，firstlyyoushouldexplaintoday’sexchangerateveryclearlytotheguest.由于匯率每天都在變，所以首先你需要向客人清楚地介紹當(dāng)天的匯率。Ifyoucannotexchangefortheguest,youshouldexplainthereasonandgivehimsomesuggestion.如果不能給客人兌換，你要給客人解釋原因并提出建議。PointsofServicePerformance服務(wù)演練要點(diǎn)

PerformanceforService模擬演練TaskAGuestCardAim:ChangeEurosintoRMByuanAmount:200Euros

Performanceinchangingthecurrencyaccordingtothefollowingcard.

PerformanceforService模擬演練CashiercardTheexchangerateofEurostoRMByuan:100:1025ExamhispassportAsktheguesttofillthememo.GivetheRMBandthememototheguest

PerformanceforService模擬演練TaskBIt’s9p.m.Aguestwantstochange2000USdollarsintoRMB.Butthereisachangelimitof500USdollarsbetween9p.m.to8a.m.Youcan’tchangeforhim.Youwillexplainthereasonandgivehimsomesuggestions.UnitEightCheck-out單元8結(jié)賬退宿

ProcedureofService服務(wù)流程Greettheguest.Getthenameandtheroomnumberoftheguest.Asktheguesttogiveyoutheroomkeycard.Drawupthebill.Telltheguestthetotalandgivethebilltotheguestforchecking.Explaintheitemsifnecessary.Asktheguesthowtopay?Formtherecordofcheckoutinthecomputer.Bidfarewelltotheguest.

ServiceConversation15

CheckingOutinCash

1.HasMr.Wrighthadanybillintherestaurant?2.What’sthetotalofthebill？3.HowmuchhasMr.Wrightpaidasdeposit?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation16

CheckingOutbyCreditCard

1.Howmuchdoesthebilltotal?2.Howdoestheguestpay?3.Isthereanymerchantcommissioniftheguestusesacreditcardtopay?Answerthequestionsaccordingtotheserviceconversation.Practice

bidfarewell道別figureout算出merchantcommission貿(mào)易商委托費(fèi)creditlimit信用卡限額deposit（n.）

押金IOU(IOweYou)（n.）欠單servicecharge（n.）服務(wù)費(fèi)receipt（n.）收據(jù)invoice（n.）發(fā)票rental（n.）租金check（n.）支票KeyWordsandExpressions

Whentheguestiswalkingtoyouforcheckout，greettheguestfirstly，andthenaskaboutthenameandtheroomnumber.Certainly，youalsoneedtoasktheguesttogiveyoutheroomkeycard.Telltheguestthetotalandgivethebilltotheguestforchecking.Ifnecessary，yououghttoexplaintheitemstotheguestAsktheguesthowtopayandhandlemakingthepaymentBesuretobidfarewelltotheguestwarmheartedly.PointsofServicePerformance服務(wù)演練要點(diǎn)

PerformanceforService模擬演練TaskAGuestCardName:GrandWoodRoomnumber：Room2045Hotelservices:1.acoupleofcallstohisNewYorkoffice2.threemealsintheChineseRestaurantPayment:FederalCardPerformanceincheckoutwiththeFederalCardinpairsaccordingtothefollowingtwocards.

PerformanceforService模擬演練CashierCard

AskthenameandtheroomnumberAsktheguestwhetherhehasusedthehotelservicesornotTellthetotalofthebill,5378yuan

Askhowtopay

PerformanceforService模擬演練TaskBMissRoseWhiteisgoingtotheFrontDeskforcheckout.ShehadthreesuppersintheChineseRestaurantandsignedabrandyatthelobbybar.MissRoseWhitepaysincash.ShehaspaidadepositofRMB5000yuan.Thetotalinthebillis5000yuan.

PositionKnowledge崗位知識(shí)Someinternationalcreditcards:幾種國際上常用的信用卡：AmericanExpress美國運(yùn)通卡Visa維薩卡FederalCard聯(lián)邦卡/發(fā)達(dá)卡Master萬事達(dá)卡InternationalDinner’sClub國際大來俱樂部卡InternationalGreatWall長城卡UnitNineSolvingtheProblemwiththeBill單元9解決賬單問題

ProcedureofService服務(wù)流程Greettheguest.Bepatienttolistentowhattheguestsays.Repeatthepointsofwhattheguestsaystoyouforconfirmation.Say“sorry”ormakeanapologytotheguest.Findoutthemistakeandcorrectit.Bidfarewelltotheguest.

ServiceConversation17

ExplainingtheBill

1.Whyisthetotalofthebillmorethantheonetheguestcalculates?2.Howdoesthecashierexplaintotheguest?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation18HereIstheMoneyYou’veOverpaid

1.WhatdoLandRESTRmean?2.whatdidthecashiersaystotheguestwhenhefindstheerror?PracticeAnswerthequestionsaccordingtotheserviceconversation.

1.Hereisthemoneyyou’veoverpaid這是您多付的錢2.chargedtoyouraccount記入您的賬下Note:

Whenaguestmakesacomplaintagainstthe