ChapterFour

Checkout

退房Whatarethemainareasforcheckout?Whataspectsareneededincheckoutconversation?FrontdeskBelldeskcasher’sdeskhousekeeingpointofsalesbelldeskcasher’s1.confirmthebillandcollectthepayment2.inquiresatisfactionofstaying,provideservicerecoveryifnecessary3.offerluggageand/ortransportationservicesetc.Servicerecovery

服務補救

服務補救(ServiceRecovery)是酒店/餐廳服務提供者在發生服務失誤后做出的一種即時和主動性的反應，一個好的服務補救能夠維持并增進與不滿意顧客的關系Servicerecoveryasatheoryofservicesmarketinghasgraduallybeenappliedtohospitalservices.服務補救作為服務營銷理論，已逐步應用到醫院的服務實踐中去。Basedontheabovepassage,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse

1.____________Checkoutinvolvesthestaffofthefrontdesk.Mainareasforacheckoutarethebelldeskandthecashier’s.2.____________Whentheguestchecksoutthereceptionistprovidesservicerecoveryifnecessary,offersluggageand/ortransportationservicesetc.3.____________Thehotelstaffmustcontacttheguestwhohascheckedoutiftheyfindmistakesonthebill.4._____________Mostinternationalhotelchainssetupstandardcheckoutlengthbetween3-5minutesforeveryguest.5.______________Insomehotelsguestscancheckoutthemselvesoutofthehotelusinganin-roomtelevisionorguestroomtelephoneaccessviaanin-roomTV.Warmup預熱練習Referencewords:afteryou,trolley,touristsites,in-flightservice()（

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Aroomwiththefacilityofsinglebed.bellmanClaimtag

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Aroomwiththefacilityofsinglebed.bellmanClaimtag酒店名字客人姓名，地址郵箱地址客人到店離店日期時間，消費項目總金額顧客簽名客人承諾消費項目有哪一些呢？In-roomdinningTelephonefeeBusinesscenter-photocopy,faxetc.GiftshopLaundryserviceMinibarexpensesSpaRestaurants,bar￡￥€＄￥P＄S＄HK＄英鎊日元歐元美元人民幣菲律賓比索Philippinepeso新加坡元港元

報出總數

That’satotalof…,please.

That’s…topay,please.

報出總數That’satotalofHK$1540,sir.Thatmakesatotalof1540HongKongdollars.That’sHK$2350topay.$1355totalbill$730restaurantbill$157minibarbill$468internationaltelecallsIncludetaxandservicechargeItincludesyourrestaurantbillfor$730,yourminibarbillfor$157andtwointernationalphonecallsyoumadeyesterdaytotaling$468.SothebalanceisHK$1355.Thatincludestaxandservicecharge.Soyou’vebeenchargedforfaxesyoudidn’tsend?把重點重復一下可以向客人表明你在專心聽他說話，而且同情他們的遭遇。重復可以保證不會把客人投訴的內容理解錯了說話的時候要使用降調，因為降調有同情的含義，可以讓客人相信你在認真對待他們的投訴。Soyou’vebeenchargedforthefaxesyoudidn’tsend?所以你被收取了傳真的費用，而你并沒有使用過對嗎？所以你被收取了你并沒有使用過的電話費對嗎？Soyou’vebeenchargedforthecallsyoudidn’tmake?所以你被收取了你并沒有看過的電影的費用對嗎？Soyou’vebeenchargedforthefilmsyoudidn’twatch?道歉句式Iamterriblysorryforoverchargingyou.Ireallymustapologise英式/apologizefortheinconvenience.Pleaseacceptmyapologiesforourmistake.Ishouldliketoapologizeforwastingyourtime.CaseStudy案例分析

1)Ifaguestwantstodelaythecheck-outtimeto3:00pmintheafternoon,wouldyouchargeextramoneyforthelatecheckout?如果一個客人想延遲退房到下午三點，你會額外收錢嗎？2)Ifaguestinsistsonstoringanecklaceatthehotelforonedaywhencheckingout?Wouldyouacceptit?一個客人在退房的時候堅持想寄存她的項鏈，你會接受嗎？Translation翻譯

1)Rightoutsidethelobbythereisataxistand.Youcantakethetaxitotheairport.______________________________________________________________2)I’vedoublecheckedthebill.Ifeverythingiscorrect,pleasecheckandsignhere.__________________________________________________