酒店情境英语退房ppt课件

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1、饭店饭店 英语英语HotelHotelEnglishEnglish饭店 英语HotelEnglishHotnSlang Whats the meaning of Drop the ball?nA 把球丢掉 B 把球捡起来nC 没有完成任务 D 完成任务Slang Whats the meaning of 2Unit FiveCheck out Unit FiveCheck out Check out I IntroductionCheck out I IntroductionCan you give the answers to them?1.What should the front cas

2、hier 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 activityCan you give the answers to th5Word Reference:Word Referenc

3、e:depart v.离开，启程；a.逝世的 ndepart for 开往；去往；动身去 ndepart from 离开；开出；从出发 departure 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:6Word Reference: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

4、 (to)n 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nThe Hereafter 来世nSweet Hereafter 意外的春天nFrom Hereafter 从此后Word Reference:7 As we all know,checking out for guests is the most important duty that the front cashier has

5、.Departing guests especially appreciate efficient check-out procedures.The cashiers station is where the guests go to check out and settle their bills.Introduction As we all know,ch8 Thus the cashiers are the last members in the front office to come into direct contact with the guests.As has been re

6、peatedly 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 a

7、ssociates,and may decide whether they will come to the hotel again or not.Thus the cashiers9 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

8、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.A pleasant greeti10 In In addition addition toto the charge for the guests room,there may also be charges resulting from the use of the te

9、lephone,the laundry service,the restaurant,the room service,and so on.In addition to the11 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 re

10、corded in the computer.When the guest agrees12【知识链接】n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。n 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

11、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。【知识链接】13酒店结账表格酒店结账表格14Check out Ii Topic extensionCheck out Ii Topic extensioWords and expressions:Words and expressions:settle v.支付；定居；解决支付；定居；解决 receipt n.收条；收据收条；收据favor n.好意；关心；支持好意；关心；支持 in favor对；偏向；赞同对；偏向；赞同Eg:Not everyone was in favor of this bill.cosmetic

12、n.化妆品化妆品 Whisky n.威士忌威士忌plain fried calf ribs清煎小牛排清煎小牛排 grilled lobster 烤龙虾烤龙虾Words and expressions:16Words and expressions:Words and expressions:miscalculation n.误算；估错误算；估错 Bell Captain 服务生领班服务生领班shoulder bag 背包背包 claim tag 取物条取物条,行李票行李票breakable a.易碎的；易碎的；n.易碎品易碎品 cloakroom 寄物处寄物处 Words and expres

13、sions:17结账常识n酒店结账的常见付款方式n酒店结账的常见付款方式包括现金(cash)、支票(cheque)、信用卡(credit card)、贵宾卡(Vip card)、会员卡(membership card)、签单(signing the bill)等。n Id like to pay the bill in cash/by signing the bill/by credit card/with travelers chequen酒店结账的种类n酒店结账的种类包括散客结账(individuals checking-out)和团队结账(tour/teams checking-out)

14、两种。结账常识酒店结账的常见付款方式18散客结账：散客结账：19Dialogue IDialogue I C:C:Good morning,sir,can I help you?Good morning,sir,can I help you?G:Good morning,I want to G:Good morning,I want to settle my bill.settle my bill.C:C:Your name and room number,please?Your name and room number,please?G:Ross Geller from room 1109.

15、G:Ross Geller from room 1109.Check-out ProcedureCheck-out Procedure C-Cashier G-GuestDialogue I C:Good morning,20C:C:Let Let me me seeYou seeYou checked checked inin on on Wednesday.Wednesday.Its Its Friday.Thats two days.Am I right?Friday.Thats two days.Am I right?G:YeahG:Yeah.C:C:Have Have you you

16、 used used any any hotel hotel serviceservice during during your your staystay?G:G:Yes.Yes.I I made made a a long long distance distance callcall yesterday yesterday and and had had breakfast at the coffee shop this morning.breakfast at the coffee shop this morning.C:C:Ok.Ok.Would Would you you plea

17、se please wait wait a a minute?minute?I I will will check check with with the department concerned.the department concerned.Heres Heres your your bill,bill,sir.sir.That That comes comes toto 2,900 2,900 Yuan Yuan in in total.total.Topic ExtensionC:Let me seeYou checked in o21G:Ok.May I G:Ok.May I pa

18、y by a credit cardpay by a credit card?C:C:Certainly.May I have your card,Certainly.May I have your card,please?please?G:Here you are.G:Here you are.C:C:Would you Would you sign your name heresign your name here?G:Ok.G:Ok.Topic ExtensionG:Ok.May I pay by a credit c22C:C:This This is is your your car

19、d card and and your your receipt.receipt.(递递递递送送送送物物物物品品品品的常用语的常用语的常用语的常用语)Please return your room key.)Please return your room key.G:G:Thank Thank you.you.Could Could you you do do me me a a favor?favor?I I want want to to leave leave my my luggage luggage for for another another hour,hour,because

20、because Id Id like like to buy some to buy some cosmeticscosmetics nearby nearby.(通常酒店会为已办理离店手续的客人提供免费临时寄存行李的服务。)C:C:Yes.Well keep it for you.Yes.Well keep it for you.G:Thank you.See you later.G:Thank you.See you later.C C：See you later.See you later.Topic ExtensionC:This is your card and your 23Top

21、ic ExtensionMiscalculation of the BillMiscalculation of the Bill C:C:Good morning,sir.May I help you?Good morning,sir.May I help you?G:G:I checked out here fifteen minutes ago.But when I got I checked out here fifteen minutes ago.But when I got back to my room,I found that there might be something b

22、ack to my room,I found that there might be something wrong with the bill.wrong with the bill.C:C:Oh.Yes?Oh.Yes?G:I cant understand this bill,G:I cant understand this bill,whats this 300 yuan for?whats this 300 yuan for?C:C:Look,sir.220 yuan for grilled lobster and 80 yuan for Look,sir.220 yuan for g

23、rilled lobster and 80 yuan for chicken chickenG:And G:And whats this item for?whats this item for?C:C:128 yuan for plain fried calf ribs.128 yuan for plain fried calf ribs.C-Cashier G-GuestC-Cashier G-GuestTopic ExtensionMiscalculation 24 Topic ExtensionGG：Just Just stop stop here.here.I I didnt did

24、nt order order any any plain plain fried fried calf calf ribs.ribs.Please Please break break the the bill bill down down for for me.me.Id Id like like to to go overgo over the bill myself.the bill myself.(Checks it carefully)(Checks it carefully)I didnt order whisky either.I didnt order whisky eithe

25、r.C:C:(Checks the bill)(Checks the bill)Im Im terribly terribly sorry.sorry.Ive Ive miscalculated miscalculated the the bill bill by adding another bill to yours.by adding another bill to yours.G:G:Thats all right.I hope it wont happen again.Thats all right.I hope it wont happen again.Topic Extensio

26、nG：Just stop he25酒店结账表格酒店结账表格26Topic ExtensionTaking the Luggage down before Checking out Taking the Luggage down before Checking out BC-Bell Captain G-Guest B-Bellman BCBC：This is Bell Captains Desk.What can I do for This is Bell Captains Desk.What can I do for you?you?G:Im about to check out.Could

27、 you come up and pick G:Im about to check out.Could you come up and pick up my luggage?up my luggage?BC:Of course.May I have your Room Number?BC:Of course.May I have your Room Number?G:Room 1109.G:Room 1109.BC:Ok.1109.Well send a bellman right away.BC:Ok.1109.Well send a bellman right away.Please wa

28、it in your room.Please wait in your room.G:Ok.G:Ok.B:Good morning,sir.Ive come for your luggage.B:Good morning,sir.Ive come for your luggage.Topic ExtensionTaking the Lugg27Topic ExtensionB:Good morning,sir.Ive come for your luggageB:Good morning,sir.Ive come for your luggageG:G:Thank Thank you.you.

29、Could Could you you take take these these suitcases suitcases for for me?me?Ill take the Ill take the shoulder bagshoulder bag and handbag with me.and handbag with me.B:B:Certainly.These two suitcases?Certainly.These two suitcases?G:Yes.G:Yes.B:B:Is there anything valuable or breakable in them?Is th

30、ere anything valuable or breakable in them?G:Yeah.Theres a bottle of whisky.G:Yeah.Theres a bottle of whisky.B:B:Then Then could could you you take take it it out out ofof the the suitcase?suitcase?Im Im afraid it might break.afraid it might break.G:It doesnt matter.You just take it.G:It doesnt matt

31、er.You just take it.Topic ExtensionB:Good morning28Topic ExtensionB:Im afraid we cant B:Im afraid we cant be responsible forbe responsible for any damage.any damage.G:G:I see.I see.B:This is your B:This is your claim tagclaim tag.I will put your staff in the.I will put your staff in the cloakroom.cl

32、oakroom.By the way,the cloakroom is open By the way,the cloakroom is open until 9 p.m.until 9 p.m.G:Ok.Thanks.G:Ok.Thanks.Topic ExtensionB:Im afraid w29Luggage Claim No.001045 Name姓名姓名 _Date日期日期 _ Room No.房号房号 _No.of bags行李件数行李件数 _Date of claim提取日期提取日期 _Guest signature宾客签名宾客签名 _Handled by经手人经手人 _ No

33、.001045 Date stored寄存日期寄存日期 _ Room No.房号房号 _Name姓名姓名 _No.of Bags寄存件数寄存件数 _Handled by经手人经手人 _Luggage Claim 30 No.001045Name 姓名姓名 _Monica Geller Date 日期日期 _Oct.15 Room No.房号房号_ Room 1089No.of bags 行李件数行李件数 Three(Two suitcases and a handbag)Date of claim 提取日期提取日期_Oct.15_ Guest signature 宾客签名宾客签名_ Monic

34、a Geller_ Handled by 经手人经手人 _Li Hua_ No.001045Date stored 寄存日期寄存日期 Oct.3 Room No.房号房号 _Room1089_Name 姓名姓名 _Monica Geller_No.of Bags 寄存件数寄存件数 Three(Two suitcases and a handbag)Handled by 经手人经手人_Liu Min_Luggage Claim 31顾客结账常用表达n1Id like to pay my bill now.我想现在结账。n2Excuse me.Were leaving today.Id like

35、to pay our bills now.劳驾，我们今天要走了。我希望现在就把账结清。n3Id like to pay the bill in cash/by signing the bill/by credit card/with travelers cheque 我用现金付账签单挂账刷信用卡旅行支票。n4May I keep the baggage at hotel for several hours?我的行李可以在酒店寄存几个小时吗?n5All the charges for my accompanied friends will be added to my account,pleas

36、e.我随行朋友的费用记在我的账单上。n6Would you please close my account?请给我结账，好吗?顾客结账常用表达1Id like to pay my 32业务员结账基本应对n1Your name and room number,please？请问您的姓名和房间号是多少？n2Four nights at 60 dollars each,and here are the meals that you had at the hotel.That makes a total of 520 dollars.4 个晚上，每晚60 美元，加上膳食费，总共是520 美元。n3Ha

37、ve you used any hotel services this morning or had breakfast at the hotel dining room,Mr.Green？格林先生，今天早晨您是否用过旅馆服务设施，或在旅馆餐厅用过早餐？n4How would you like to make the payment?你想怎样付账?n5Here is your bill.Please check it.这是你的账单，请核查。n6This figure here is for the room service you used.这个数目是你使用送餐服务的费用。n7By the w

38、ay,do you have any comments to make on our hotel?先生，顺便问一句，你对我们宾馆的服务有什么意见?业务员结账基本应对1Your name and room33Choose the proper sentences for the given situation.1 服务员主动提供服务时说服务员主动提供服务时说_ 2 犹豫不决时，你会说犹豫不决时，你会说 _3 赞同对方时说赞同对方时说_ 4 服务员询问你用餐时间时说服务员询问你用餐时间时说 _ 5 感觉对方的提议妙极了感觉对方的提议妙极了_ 6 不知对方有何事找你时不知对方有何事找你时 _7 感谢

39、对方的善意帮助时说感谢对方的善意帮助时说 _ 8 表示十分惋惜时，你会说表示十分惋惜时，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 seeg.What is it going to be?h.Hello.Check up Choose the proper sentences fo34Choose the proper sentences for the given situation.1 服务员主动提

40、供服务时说服务员主动提供服务时说 h 2 犹豫不决时，你会说犹豫不决时，你会说 f3 赞同对方时，赞同对方时，e 4 服务员询问你用餐时间时说服务员询问你用餐时间时说 c5 感觉对方的提议妙极了感觉对方的提议妙极了 b 6 不知对方有何事找你时不知对方有何事找你时 _g_7 感谢对方的善意帮助时说感谢对方的善意帮助时说 a 8 表示十分惋惜时，你会说表示十分惋惜时，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

41、 me seeg.What is it going to be?h.Hello.Choose the proper sentences fo35Translate 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 TranslationTranslate the following se

42、nten36III.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。时，饭店要向客人找钱。III.Translate the following s37nThat is all!nThank you!That is all!38