unit 7check out at the hotel.ppt
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1、Unit7 Check Out at the hotel Teaching Procedure2.The Procedure of Checking out1.Preparation3.Oral Practice4.AssignmentLead-inLead-in Questions1.Do you know the service procedure for checking out?2.What should a receptionist do respectively when the guest check out in cash/by credit card/with Travele
2、rs check?3.Are you familiar with the abbreviations on the bill?IntroductionService Procedure 服服务流程流程问清清客人客人姓名姓名房号房号向向客人客人报出出消消费总额解解释客人客人的的疑疑问出出示示账单要求要求客人客人交回交回房卡房卡询问客人如何付款并客人如何付款并办理付款手理付款手续询问是否是否有有刚发生生的的费用用送送别客人,客人,汇总单据,通知更改客房状况据,通知更改客房状况IntroductionSkill PointsChecking out in cash,ask the guest to
3、give you the receipt of deposit.Checking out by credit card,firstly you should make sure whether the credit card can be accepted or not in the hotel.Secondly you must pay special attention to the valid date and credit limit.Checking out with Travelers Check,first exam whether the check is good;pay m
4、ore attention to asking the guest to sign his name in correct place.If the guest signs his name in wrong place,the hotel can not cash the check.IntroductionAbbreviations on the billROOM=ROOM CHARGE 房租房租SERV=SERVICE CHARGE 服服务费RESTR=RESTAURANT 餐餐饮费L.DIST=LONG DISTANCE CALL 长话费LNDRY=LAUNDRY 洗衣洗衣费MISC.
5、=MISCELLANEOUS 杂费TR.CH.=TRANSFER CHARGE 转出出TR.CR.=TRANSFER CREDIT 转入入ADJ.=ADJUSTMENT 调整整PD.OUT=PAID OUT 代付代付PAID=PAID 付付现Part 1 PreparationBillCashCredit cardTravelers checkBackground InformationSome Words about Credit Card 信用卡的种类信用卡的种类:affinity card 认同卡慈善信用卡(一种信用卡,用于购物等以便为慈善性机构提供资金,每一笔交易都使发放信用卡的公司有
6、义务相应地捐款)platinum card白金卡其对象为社会之顶极人士,如企业经理人、高阶主管等,除收取高额之年费外,会针对经常出国旅游的高阶人士提供更周到之附加服务student card 学生卡preferred card/gold card 金卡value card 储值卡classic card 普卡Background Information 兑换兑换(exchange)旅行支票时旅行支票时,顾客首先顾客首先要出示身份证要出示身份证(means of identification),如如护照护照 驾驶执照等驾驶执照等 然后顾客要在他所要兑然后顾客要在他所要兑换的支票上签名换的支票上签
7、名(signature),以供银行出纳以供银行出纳员核实员核实 顾客在本国银行购买银行支票时顾客在本国银行购买银行支票时得在支票上签名得在支票上签名,兑换时还要签兑换时还要签,以证明笔以证明笔迹迹 兑换时出纳员还可以问兑换时出纳员还可以问“How would you like it?”(您要换成零钱还是整钱您要换成零钱还是整钱?)顾客可以回答顾客可以回答“In big/small notes,please”(请换成整钱请换成整钱/零钱零钱)When checking out at the end of his stay,the guest should settle his bill.As m
8、ost hotel bills are computerized today,the procedure should be accomplished very quickly and smoothly.The guest usually has paid a reservation deposit.If he has,the cashier should take the amount of his deposit out of the bill.If the guest settles his account in travelers check,make sure that he cou
9、ntersigns the check in front of you.You should remind the guest to return his room key to the reception before he leaves the hotel.Part 2 The Procedure of Check Out1.Confirming the departure date and time.2.Checking the room service and extra service for the departure date.3.Showing and explaining t
10、he bill for the guests.4.Asking about the way of payment.Payment in cash in credit card in travelers checkdollarsExchange currencyVocabulary impressDialoguesUseful Expressions1.结账基本基本应对(1)我帮您我帮您结算算账单。I will calculate/draw up your bill for you.(2)让您久等了,您久等了,*先生。先生。这是您的是您的账单。请您核您核对一下好一下好吗?Thank you fo
11、r waiting,Mr.*,here is your bill.Would you like to check it?(3)您的您的账目要目要细分分吗?Would you like a breakdown of the bill?(4)要我解要我解释什么收什么收费款款项吗?Shall I explain some items for you?(5)如果您如果您认为账目有目有错,我,我们可以可以为您核您核对一下。一下。If you think there is any error in your bill,we can check it for you.Page 1DialoguesUsefu
12、l Expressions(6)“L”表示洗衣表示洗衣费,而,而“T”表示表示电话费。“L”stands for laundry,and“T”means telephone call charge.(7)恐怕那不恐怕那不够付付账。Im afraid it is not enough to cover the amount./Im afraid it cant cover the amount.(8)您打算如何付款呢?您打算如何付款呢?How would you like to settle the bill/make payment?(9)这是您的零是您的零钱和收据和收据/发票。票。Heres
13、 your change and receipt/invoice.(10)我会叫个服我会叫个服务员把您的行李拿下来。把您的行李拿下来。Ill call the bellman to take your baggage down.Page 2DialoguesUseful Expressions2.由第三方付款的由第三方付款的结账事宜事宜(1)您的您的账单由由*公司支付。公司支付。Your bill will be paid by*Company./*Company has arranged to pay your bill.(2)请您您签个名好个名好吗?May I have your sign
14、ature,please?(3)请您在您在这儿儿签名好名好吗?Could you sign your name here,please?(4)请给我两我两张名片好名片好吗?May I have two of your business cards,please?(5)请问每每张账单包括哪些包括哪些费用?用?What charges does each bill cover,please?Page 3New Words and Expressionsinvoice invis n.发票;(服务)费用清单overpaid uvpeid a.多付的folio fuliu n.对开的纸,一页,页码或张
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