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1、饭店饭店 英语英语HotelHotelEnglishEnglishnSlang 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Unit FiveCheck out Check out I IntroductionWords ReferenceIntroductionCan you give the answers to them?1.What should the front cashier do when the guests come to settle their bills?2.After the g
2、uest 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 activityWord Reference:depart v.离开，启程；离开，启程；a.逝世的逝世的 ndepart for 开往开往；去往；去往；动身去；动身去 ndepart from 离开；开出；从离开；开出；从出发出发 departure n.离开；
3、出发；违背离开；出发；违背 laundry n.洗衣店，洗熨洗衣店，洗熨 appreciate v.感激，赏识感激，赏识 eg:I really appreciate your help.efficient a.有效率的，能干的有效率的，能干的 inquire v.询问，查究询问，查究 Word Reference:stress v.强调；强调；n.强调，压力强调，压力 attitude n.态度，看法态度，看法(towards)apt a.有有倾向的，灵巧的倾向的，灵巧的 (to)n eg,People are more apt to seek support from family and
4、 friends,when they suffer.incur v.招致招致 incur hatred 结怨结怨hereafter ad.今后，从此以后今后，从此以后nThe Hereafter 来世来世nSweet Hereafter 意外的春天意外的春天nFrom Hereafter 从此后从此后 As we all know,checking out for guests is the most important duty that the front cashier has.Departing guests especially appreciate efficient check-
5、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 las
6、t 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
7、 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 m
8、ust be entered,or posted,on his or her accounts as soon as possible.In In addition addition toto 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
9、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】n在酒店使用信用卡结账注意事项n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n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
10、或n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n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n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n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，n再把消费明细表及签账单的存根一并交给顾客。Check out Ii Topic extensionWords and ExpressionsListen to the following dialo
11、gues.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 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miscalculation n.误算；估错误算；估错 Bell Captain 服务生领班服务生领班
12、shoulder bag 背包背包 claim tag 取物条取物条,行李行李票票breakable a.易碎的；易碎的；n.易碎品易碎品 cloakroom 寄物处寄物处 Dialogue IDialogue I C:C:Good morning,sir,can I help you?Good morning,sir,can I help you?G:G:Good morning,I want to settle my bill.Good morning,I want to settle my bill.C:C:Your name and room number,please?Your na
13、me and room number,please?G:G:Ross Geller from room 1109.Ross Geller from room 1109.II Topic ExtensionCheck-out ProcedureCheck-out Procedure C-Cashier G-Guestpair workC:C:Let Let me me seeYou seeYou checked checked in in on on Wednesday.Wednesday.Its Its Friday.Thats two days.Am I right?Friday.Thats
14、 two days.Am I right?G:G:Yeah.Yeah.C:C:Have Have you you 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 call call yesterday yesterday and and had had breakfast at the coffee shop this morning.breakfast at the co
15、ffee shop this morning.C:C:Ok.Ok.Would Would you you please please wait wait a a minute?minute?I I will will check check with with the department concernedthe 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 Extensi
16、onG:G:Ok.May I pay by a credit card?Ok.May I pay by a credit card?C:C:Certainly.May I have your card,please?Certainly.May I have your card,please?G:G:Here you are.Here you are.C:C:Would you Would you sign your name heresign your name here?G:G:Ok.Ok.Topic ExtensionC:C:This This is is your your card c
17、ard and and your your receipt.receipt.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 favorfavor?I I want want to to leave leave my my luggage luggage for for another another hour,hour,because because Id Id like like to to buy buy s
18、ome some cosmetics cosmetics nearby.nearby.C:C:Yes.Well keep it for you.Yes.Well keep it for you.G:G:Thank you.See you later.Thank you.See you later.C C：See you later.See you later.Topic ExtensionDialogue II Dialogue II Topic ExtensionMiscalculation of the BillMiscalculation of the Bill C:C:Good mor
19、ning,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 back to my room,I found that there might be something wrong with the bill.wron
20、g with the bill.C:C:Oh.Yes?Oh.Yes?G:I cant understand this bill,G:I cant understand this bill,whats this 300 whats this 300 yuanyuan for?for?C:C:Look,sir.220 Look,sir.220 yuanyuan for grilled lobster and 80 for grilled lobster and 80 yuanyuan for for chicken chickenG:And G:And whats this item for?wh
21、ats this item for?C:C:128 128 yuanyuan for plain fried calf ribs.for plain fried calf ribs.C-Cashier G-Guest Topic ExtensionGG：Just Just stop stop here.here.I I didnt didnt order order any any plain plain fried fried calf calf ribs.ribs.Please Please break break the the bill bill down down for for m
22、e.me.Id Id like like to to go go overover the the bill bill myself.myself.(Checks(Checks it it carefully)carefully)I I didnt order whisky either.didnt order whisky either.C:C:(Checks(Checks the the bill)bill)Im Im terribly terribly sorry.sorry.Ive Ive miscalculated miscalculated the the bill bill by
23、 by adding adding another another bill bill to yours.to yours.G:G:Thats all right.I hope it wont happen again.Thats all right.I hope it wont happen again.Dialogue III Dialogue III Topic ExtensionTaking the Luggage down before Taking the Luggage down before Checking out Checking out BC-Bell Captain G
24、-Guest B-Bellman B B：This is Bell Captains Desk.What can I do for you?This is Bell Captains Desk.What can I do for you?G:G:Im about to check out.Im about to check out.Could you come up and pick up my Could you come up and pick up my luggage?luggage?B:B:Of course.May I have your Room Number?Of course
25、.May I have your Room Number?G:G:Room 1109.Room 1109.C:C:Ok.1109.Well send a bellman right away.Please wait in Ok.1109.Well send a bellman right away.Please wait in your room.your room.G:G:Ok.Ok.B:B:Good morning,sir.Ive come for your luggage.Good morning,sir.Ive come for your luggage.Topic Extension
26、G:G:Thank Thank you.you.Could Could you you take take these these suitcases suitcases for for me?me?Ill Ill take take the the shoulder bag and handbag with me.shoulder bag and handbag with me.B:B:Certainly.These two suitcases?Certainly.These two suitcases?G:Yes.G:Yes.B:B:Is there anything valuable o
27、r breakable in them?Is there 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 of of the the suitcase?suitcase?Im Im afraid afraid it it might break.might break.G:It doesnt matter.You jus
28、t take it.G:It doesnt matter.You just take it.Topic ExtensionB:B:Im afraid we cant Im afraid we cant be responsible forbe responsible for any any damage.damage.G:G:I see.I see.B:B:This is your This is your claim tagclaim tag.I will put your staff.I will put your staff in the cloakroom.By the way,the
29、 in the cloakroom.By the way,the cloakroom is open until 9 p.m.cloakroom is open until 9 p.m.G:Ok.Thanks.G:Ok.Thanks.Luggage 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.001045 Date stored寄存日期寄存日期 _ Room
30、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 _ 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_ Monica Geller_ Handled by 经手人经手人 _Li Hua_ No.001045Date
31、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 ClaimChoose 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
32、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 for
33、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 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
34、 pity!e.It sounds good.f.Let me seeg.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 TranslationIII.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，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。饭店要向客人找钱。