《飯店

英語》HotelEnglishHotelEnglish《飯店英語》HotelEnglishHot[Slang]What'sthemeaningof"Droptheball"?A把球丟掉B把球撿起來C沒有完成任務D完成任務[Slang]What'sthemeaningof2UnitFiveCheckoutUnitFiveCheckoutCheckoutIIntroductionCheckoutIIntroductionCanyougivetheanswerstothem?1.Whatshouldthefrontcashierdowhentheguestscometosettletheirbills?2.Aftertheguestcheckedout,whatshouldthefrontcashierdo?3.Doyouthinkarudecashierwillaffectyourmood?Ifyoumeetsuchacashier,willyoucomplaintohis/herboss?ClassactivityCanyougivetheanswerstoth5WordReference:

departv.離開，啟程；a.逝世的departfor開往…；去往…；動身去…departfrom離開；開出；從……出發departuren.離開；出發；違背laundryn.洗衣店，洗熨appreciatev.感激，賞識eg:Ireallyappreciateyourhelp.

efficienta.有效率的，能干的inquirev.詢問，查究WordReference:6WordReference:

stressv.強調；n.強調，壓力attituden.態度，看法(towards)apta.有…傾向的，靈巧的(to)

eg,Peoplearemoreapttoseeksupportfromfamilyandfriends,whentheysuffer.incurv.招致incurhatred結怨hereafterad.今后，從此以后TheHereafter

來世SweetHereafter

意外的春天FromHereafter

從此后WordReference:7

Asweallknow,checkingoutforguestsisthemostimportantdutythatthefrontcashierhas.Departingguestsespeciallyappreciateefficientcheck-outprocedures.Thecashier’sstationiswheretheguestsgotocheckoutandsettletheirbills.IntroductionAsweallknow,ch8

Thusthecashiersarethelastmembersinthefrontofficetocomeintodirectcontactwiththeguests.

Ashasbeenrepeatedlystressed,firstandlastimpressioncarriesthemostweight.

Thelastisprobablyevenmoreimportant.Thatistheimpressionthattheguestscarryhomeandismostapttoremember.Itprobablyaffectstheirattitudeinlaterdiscussingtheserviceofthehotelwiththeirfriendsandbusinessassociates,andmaydecide

whether

theywillcometothehotelagainornot.Thusthecashiers9

Apleasantgreetingwhentheguestscometosettletheirbillsisnecessary.Moreover,theeffectoffastandefficientserviceincheckingthemoutisobvious.Whenhandlingcheck-out,thecashiersaretrainedtoinquireabouteveryrecentcharge,whichmaybeunrecorded.Allchargesthataguestincursmustbeentered,orposted,onhisorheraccountsassoonaspossible.Apleasantgreeti10

Inadditiontothechargefortheguest’sroom,theremayalsobechargesresultingfromtheuseofthetelephone,thelaundryservice,therestaurant,theroomservice,andsoon.Inadditiontothe11

Whentheguestagreesonthebill,heorshewillpayinthemannerofpre-stated,cashorcreditcard.Hereafter,thecashierwillkeeproomkeyandrelease“leavingnotice”.Finally,leavinginformationshallberecordedinthecomputer.Whentheguestagrees12【知識鏈接】在酒店使用信用卡結賬注意事項在酒店使用信用卡結賬退房(Checkout)時，酒店會列出所有費用的清單，并在前面那張空白簽賬單上填上總金額，持卡人只要在單子上簽名，退房的手續就完成了。

假如臨時決定不用信用卡或要換另一張卡來結賬時，一定要將前面刷的空白簽賬單要回撕毀，免得在外增加不必要的麻煩。在酒店會遇到一種情況叫快速結賬，英文叫ExpressCheckOut。酒店多半會把顧客的每一筆消費列在電腦上，如果顧客趕時間，不能到柜臺結賬，就可以按鍵表示要快速結賬，酒店會將顧客原先刷的那一張空白簽賬單上填上消費總額，再把消費明細表及簽賬單的存根一并交給顧客。【知識鏈接】13酒店結賬表格酒店結賬表格14CheckoutIiTopicextensionCheckoutIiTopicextensioWordsandexpressions:

settlev.支付；定居；解決receiptn.收條；收據favorn.好意；關心；支持

infavor對；偏向；贊同Eg:Noteveryonewasinfavorofthisbill.

cosmeticn.化妝品Whiskyn.威士忌plainfriedcalfribs清煎小牛排grilledlobster烤龍蝦Wordsandexpressions:16Wordsandexpressions:

miscalculationn.誤算；估錯BellCaptain服務生領班shoulderbag背包claimtag取物條,行李票breakablea.易碎的；n.易碎品cloakroom寄物處Wordsandexpressions:17結賬常識

酒店結賬的常見付款方式酒店結賬的常見付款方式包括現金(cash)、支票(cheque)、信用卡(creditcard)、貴賓卡(Vipcard)、會員卡(membershipcard)、簽單(signingthebill)等。

I’dliketopaythebillincash/bysigningthebill/bycreditcard/withtraveler’scheque酒店結賬的種類酒店結賬的種類包括散客結賬(individual’schecking-out)和團隊結賬(tour/team’schecking-out)兩種。結賬常識

酒店結賬的常見付款方式18散客結賬：散客結賬：19DialogueI

C:

Goodmorning,sir,canIhelpyou?G:Goodmorning,Iwanttosettlemybill.C:

Yournameandroomnumber,please?G:RossGellerfromroom1109.Check-outProcedure

C---CashierG---GuestDialogueIC:Goodmorning,20C:

Letmesee…YoucheckedinonWednesday.It’sFriday.That’stwodays.AmIright?G:Yeah.C:

Haveyouusedanyhotelserviceduringyourstay?G:Yes.Imadealongdistancecallyesterdayandhadbreakfastatthecoffeeshopthismorning.C:

Ok.Wouldyoupleasewaitaminute?Iwillcheckwiththedepartmentconcerned.

Here’syourbill,sir.Thatcomesto2,900Yuanintotal.TopicExtensionC:Letmesee…Youcheckedino21G:Ok.MayIpaybyacreditcard?C:

Certainly.MayIhaveyourcard,please?G:Hereyouare.C:

Wouldyousignyournamehere?G:Ok.TopicExtensionG:Ok.MayIpaybyacreditc22C:

Thisisyourcardandyourreceipt.(遞送物品的常用語)Pleasereturnyourroomkey.G:Thankyou.Couldyoudomeafavor?Iwanttoleavemyluggageforanotherhour,becauseI’dliketobuysomecosmeticsnearby.(通常酒店會為已辦理離店手續的客人提供免費臨時寄存行李的服務。)C:

Yes.We’llkeepitforyou.G:Thankyou.Seeyoulater.C：Seeyoulater.

TopicExtensionC:Thisisyourcardandyour23TopicExtensionMiscalculationoftheBill

C:

Goodmorning,sir.MayIhelpyou?G:

Icheckedoutherefifteenminutesago.ButwhenIgotbacktomyroom,Ifoundthattheremightbesomethingwrongwiththebill.C:

Oh.Yes?G:Ican’tunderstandthisbill,what’sthis300yuanfor?C:

Look,sir.220yuanforgrilledlobsterand80yuanforchickenG:Andwhat’sthisitemfor?C:

128yuanforplainfriedcalfribs.C---CashierG---GuestTopicExtensionMiscalculation24

TopicExtensionG：Juststophere.Ididn’torderanyplainfriedcalfribs.Pleasebreakthebilldownforme.I’dliketogooverthebillmyself.(Checksitcarefully)Ididn’torderwhiskyeither.C:

(Checksthebill)I’mterriblysorry.I’vemiscalculatedthebillbyaddinganotherbilltoyours.G:

That’sallright.Ihopeitwon’thappenagain.TopicExtensionG：Juststophe25酒店結賬表格酒店結賬表格26TopicExtensionTakingtheLuggagedownbeforeCheckingoutBC---BellCaptainG---GuestB---Bellman

BC：ThisisBellCaptain’sDesk.WhatcanIdoforyou?G:I’mabouttocheckout.Couldyoucomeupandpickupmyluggage?BC:Ofcourse.MayIhaveyourRoomNumber?G:Room1109.BC:Ok.1109.We’llsendabellmanrightaway.Pleasewaitinyourroom.G:Ok.………..B:Goodmorning,sir.I’vecomeforyourluggage.TopicExtensionTakingtheLugg27TopicExtensionB:Goodmorning,sir.I’vecomeforyourluggageG:

Thankyou.Couldyoutakethesesuitcasesforme?I’lltaketheshoulderbagandhandbagwithme.B:

Certainly.Thesetwosuitcases?G:Yes.B:

Isthereanythingvaluableorbreakableinthem?G:Yeah.There’sabottleofwhisky.B:

Thencouldyoutakeitoutofthesuitcase?I’mafraiditmightbreak.G:Itdoesn’tmatter.Youjusttakeit.TopicExtensionB:Goodmorning28TopicExtensionB:I’mafraidwecan’tberesponsibleforanydamage.G:

Isee.B:Thisisyourclaimtag.Iwillputyourstaffinthecloakroom.Bytheway,thecloakroomisopenuntil9p.m.G:Ok.Thanks.TopicExtensionB:I’mafraidw29LuggageClaim

No.001045Name姓名

__________Date日期

__________RoomNo.房號

__________No.ofbags行李件數

_______________Dateofclaim提取日期

______________Guestsignature賓客簽名

_____________Handledby經手人

_______________…………No.001045Datestored寄存日期

____RoomNo.房號

_______Name姓名

__________________No.ofBags寄存件數

_______________Handledby經手人

______________LuggageClaim30

No.001045Name姓名

___MonicaGellerDate日期

____Oct.15RoomNo.房號__Room1089No.ofbags行李件數

Three(Twosuitcasesandahandbag)Dateofclaim提取日期__Oct.15____Guestsignature賓客簽名___MonicaGeller_____Handledby經手人_LiHua__……………………No.001045Datestored寄存日期Oct.3RoomNo.房號_Room1089_Name姓名__MonicaGeller___No.ofBags寄存件數

Three(Twosuitcasesandahandbag)Handledby經手人____LiuMin__LuggageClaim

31顧客結賬常用表達

1．I’dliketopaymybillnow.我想現在結賬。2．Excuseme.We’releavingtoday.I’dliketopayourbillsnow.勞駕，我們今天要走了。我希望現在就把賬結清。3．I’dliketopaythebillincash/bysigningthebill/bycreditcard/withtraveler’scheque我用現金付賬／簽單掛賬／刷信用卡／旅行支票。4．MayIkeepthebaggageathotelforseveralhours?我的行李可以在酒店寄存幾個小時嗎?5．Allthechargesformyaccompaniedfriendswillbeaddedtomyaccount,please.我隨行朋友的費用記在我的賬單上。6．Wouldyoupleaseclosemyaccount?請給我結賬，好嗎?顧客結賬常用表達

1．I’dliketopaymy32業務員結賬基本應對

1．Yournameandroomnumber,please？請問您的姓名和房間號是多少？2．Fournightsat60dollarseach,andherearethemealsthatyouhadatthehotel.Thatmakesatotalof520dollars.4個晚上，每晚60美元，加上膳食費，總共是520美元。3．Haveyouusedanyhotelservicesthismorningorhadbreakfastatthehoteldiningroom,Mr.Green？格林先生，今天早晨您是否用過旅館服務設施，或在旅館餐廳用過早餐？4．Howwouldyouliketomakethepayment?你想怎樣付賬?5．Hereisyourbill.Pleasecheckit.這是你的賬單，請核查。6．Thisfigurehereisfortheroomserviceyouused.這個數目是你使用送餐服務的費用。7．Bytheway,doyouhaveanycommentstomakeonourhotel?先生，順便問一句，你對我們賓館的服務有什么意見?

業務員結賬基本應對

1．Yournameandroom33Choosethepropersentencesforthegivensituation.1服務員主動提供服務時說_2猶豫不決時，你會說_3贊同對方時說__4服務員詢問你用餐時間時說__5感覺對方的提議妙極了__6不知對方有何事找你時___7感謝對方的善意幫助時說__8表示十分惋惜時，你會說__a.It’sverykindofyou.b.That’saterrificideac.Whenshallweexpectyou?d.Whatapity!e.Itsoundsgood.