酒店情境英语5.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,饭店,英语,Hotel,English,Hotel English,Slang Whats the meaning of,Drop the ball,?,A,把球丢掉,B,把球捡起来,C,没有完成任务,D,完成任务,Unit Five,Check out,Check out,I Introduction,Words Reference,Introduction,Can you give the answers to them?,1.What should the front cashier do when the guests come to settle their bills?,2.After the guest checked out,what should the front cashier do?,3.Do you think a rude cashier will affect your mood?If you meet such a cashier,will you complain to his/her boss?,Class activity,Word Reference:,depart v.,离开，启程；,a.,逝世的,depart for,开往,；去往,；动身去,depart from,离开；开出；从,出发,d,eparture,n.,离开；出发；违背,laundry n.,洗衣店，洗熨,appreciate v.,感激，赏识,eg,:I really appreciate your help.,efficient a.,有效率的，能干的,inquire v.,询问，查究,Word Reference:,stress v.,强调；,n.,强调，压力,attitude n.,态度，看法,(towards),apt a.,有,倾向的，灵巧的,(to),eg,People are more apt to seek support from family and friends,when they suffer.,incur v.,招致,incur hatred,结怨,hereafter ad.,今后，从此以后,The Hereafter,来世,Sweet Hereafter,意外的春天,From Hereafter,从此后,As we all know,checking out for guests,is the most important duty that the front cashier has.,Departing guests,especially appreciate,efficient check-out procedures,.The cashiers station is where the guests go to check out and settle their bills.,Introduction,Thus the cashiers are the last members in,the front office,to come into,direct contact,with the guests.,As has been repeatedly stressed,first and last impression carries the most weight.,The last is probably even more important.That is the impression that the guests carry home and,is most apt to remember,.It probably affects their attitude in later discussing the service of the hotel with their friends and,business associates,and may decide,whether,they will come to the hotel again,or not,.,A pleasant greeting,when the guests come to settle their bills is necessary.,Moreover,the effect of fast and efficient service in checking them out is obvious.,When handling check-out,the cashiers are trained to,inquire about,every recent charge,which may be unrecorded.All charges that a guest,incurs,must be,entered,or,posted,on his or her accounts as soon as possible.,In addition to,the charge for the guests room,there may also be charges,resulting from,the use of the telephone,the laundry service,the restaurant,the room service,and,so on,.,When the guest agrees on the bill,he or she will pay,in the manner,of pre-stated,cash or credit card.,Hereafter,the cashier will keep room key and release“leaving notice”.,Finally,leaving information shall be recorded in the computer.,【,知识链接,】,在酒店使用信用卡结账注意事项,在酒店使用信用卡结账退房,(Check out),时，酒店会列出所有费用的清单，并在前面那张空白签,账单上填上总金额，持卡人只要在单子上签名，退房的手续就完成了。假如临时决定不用信用卡或,要换另一张卡来结账时，一定要将前面刷的空白签账单要回撕毁，免得在外增加不必要的麻烦。如,果酒店用电子清算系统结账，英文叫,Electronic Data Capture,。在酒店会遇到一种情况叫快速结账，英,文叫,Express Check Out,。酒店多半会把顾客的每一笔消费列在电脑上，如果顾客赶时间，不能到柜,台结账，就可以按键表示要快速结账，酒店会将顾客原先刷的那一张空白签账单上填上消费总额，,再把消费明细表及签账单的存根一并交给顾客。,Check out,Ii Topic extension,Words and Expressions,Listen to the following dialogues.,Words and expressions:,settle v.,支付；定居；解决,receipt n.,收条；收据,favor n.,好意；关心；支持,in favor,对；偏向；赞同,Eg,Not everyone was in favor of this bill.,cosmetic n.,化妆品,Whisky n.,威士忌,plain fried calf ribs,清煎小牛排,grilled lobster,烤龙虾,miscalculation n.,误算；估错,Bell Captain,服务生领班,shoulder bag,背包,claim tag,取物条,行李票,breakable a.,易碎的；,n.,易碎品,cloakroom,寄物处,Dialogue I,C:,Good morning,sir,can I help you?,G:,Good morning,I want to settle my bill.,C:,Your name and room number,please?,G:,Ross Geller from room 1109.,II Topic Extension,Check-out Procedure,C-Cashier G-Guest,pair work,C:,Let me seeYou checked in on Wednesday.Its Friday.Thats two days.Am I right?,G:,Yeah.,C:,Have you,used any hotel service,during your stay,?,G:Yes.I made a long distance call yesterday and had breakfast at the coffee shop this morning.,C:,Ok.Would you please wait a minute?I will check with,the department concerned,.,Heres your bill,sir.That,comes to,2,900 Yuan,in total.,Topic Extension,G:,Ok.May I pay by a credit card?,C:,Certainly.May I have your card,please?,G:,Here you are.,C:,Would you,sign your name here,?,G:,Ok.,Topic Extension,C:,This is your card and your receipt.Please return your room key.,G:,Thank you.Could you,do me a favor,?I want to leave my luggage for another hour,because Id like to buy some cosmetics nearby.,C:,Yes.Well keep it for you.,G:,Thank you.See you later.,C,：,See you later.,Topic Extension,Dialogue II,Topic Extension,Miscalculation of the Bill,C:,Good morning,sir.May I help you?,G:,I checked out here fifteen minutes ago.But when I got,back to my room,I found that there might be something,wrong with the bill.,C:,Oh.Yes?,G:I cant understand this bill,whats this 300,yuan,for?,C:,Look,sir.220,yuan,for grilled lobster and 80,yuan,for,chicken,G:And,whats this item for?,C:,128,yuan,for plain fried calf ribs.,C-Cashier G-Guest,Topic Extension,G,：,Just stop here.I didnt order any plain fried calf ribs.,Please break the bill down for me.,Id like to,go over,the bill myself.(Checks it carefully)I didnt order whisky either.,C:,(Checks the bill)Im terribly sorry.Ive miscalculated the bill by adding another bill to yours.,G:,Thats all right.I hope it wont happen again.,Dialogue III,Topic Extension,Taking the Luggage down before Checking out,BC-Bell Captain,G-Guest B-Bellman,B,：,This is Bell Captains Desk.What can I do for you?,G:,Im about to check out.,Could you come up and pick up my luggage?,B:,Of course.May I have your Room Number?,G:,Room 1109.,C:,Ok.1109.Well send a bellman right away.Please wait in your room.,G:,Ok.,.,B:,Good morning,sir.Ive come for your luggage.,Topic Extension,G:,Thank you.Could you take these suitcases for me?Ill take the shoulder bag and handbag with me.,B:,Certainly.These two suitcases?,G:Yes.,B:,Is there anything valuable or breakable in them?,G:Yeah.Theres a bottle of whisky.,B:,Then could you take it out of the suitcase?Im afraid it might break.,G:It doesnt matter.You just take it.,Topic Extension,B:,Im afraid we cant,be responsible for,any damage.,G:,I see.,B:,This is your,claim tag,.I will put your staff in the cloakroom.By the way,the cloakroom is open until 9 p.m.,G:Ok.Thanks.,Luggage Claim,No.001045,Name,姓名,_,Date,日期,_ Room No.,房号,_,No.of bags,行李件数,_,Date of claim,提取日期,_,Guest signature,宾客签名,_,Handled by,经手人,_,No.001045,Date stored,寄存日期,_ Room No.,房号,_,Name,姓名,_,No.of Bags,寄存件数,_,Handled by,经手人,_,No.001045,Name,姓名,_Monica Geller,Date,日期,_Oct.15,Room No.,房号,_ Room 1089,No.of bags,行李件数,Three(Two suitcases and a handbag),Date of claim,提取日期,_Oct.15_,Guest signature,宾客签名,_ Monica Geller_,Handled by,经手人,_Li,Hua,_,_,No.001045,Date stored,寄存日期,Oct.3,Room No.,房号,_Room1089_,Name,姓名,_Monica Geller_,No.of Bags,寄存件数,Three(Two suitcases and a handbag),Handled by,经手人,_Liu Min_,Luggage Claim,Choose the proper sentences for the given situation.,1,服务员主动提供服务时说,_ 2,犹豫不决时，你会说,_,3,赞同对方时说,_ 4,服务员询问你用餐时间时说,_,5,感觉对方的提议妙极了,_ 6,不知对方有何事找你时,_,7,感谢对方的善意帮助时说,_ 8,表示十分惋惜时，你会说,_,a.Its very kind of you.b.Thats a terrific idea,c.When shall we expect you?d.What a pity!,e.It sounds good.f.Let me see,g.What is it going to be?h.Hello.,Check up,Choose the proper sentences for the given situation.,1,服务员主动提供服务时说,h,2,犹豫不决时，你会说,f,3,赞同对方时，,e,4,服务员询问你用餐时间时说,c,5,感觉对方的提议妙极了,b,6,不知对方有何事找你时,_g_,7,感谢对方的善意帮助时说,a,8,表示十分惋惜时，你会说,d,a.Its very kind of you.b.Thats a terrific idea,c.When shall we expect you?d.What a pity!,e.It sounds good.f.Let me see,g.What is it going to be?h.Hello.,.Translate the following sentences:,1.,这个账单上有错误。,2.,这是您的收据和找零，请核实一下。,3.,该项是您使用房间内电话发生的费用。,4.Although unusual,its possible for the hotel to owe the guest,at the conclusion of,the guests stay.,Check up,Translation,III.Translate the following sentences:,1,）,Theres a mistake on the bill.,2,）,.Heres your receipt and change,please check them.,3,）,This item is for the telephone call in your room.,4,）尽管不太常见，但也会有这种情况。即客人离店时，饭店要向客人找钱。,