第六章結(jié)賬離開chapter6Check-out

Unit6Check-outService

LearningMap學(xué)習(xí)目標(biāo)崗位簡介工作流程詞匯學(xué)習(xí)功能句型情景對話Objectives1Warming-upActivities2PostIntroduction3Vocabulary4ActionLearning7Reading

8UsefulSentences5Dialogue6UnitSixObjectiveshowtoexchangeforeigncurrencieshowtocheckoutaguestWarming-upActivitiesMatchthetermsontheleftwiththecorrespondingpicturesontheright.Traveler’sCheck

CreditCard

Warming-upActivitiesDollarPound2.QuestionsforDiscussion1.

Trytolistasmanynationalcurrenciesaspossible,andwritedowntheEnglishabbreviationsforeachcurrency.2.

Whatarethepossiblecostitemsaguestmayincurduringhisstayinahotel?(Whichitemsdoyouthinkthehotelbillwouldinclude?)(open)PostIntroduction

Inmostmodernhotelstoday,computersmakethehandlingofallguestaccountsmuchmoreeasy,quick,accurate,andefficient.Withinamatterofseconds,theguestcanbehandedacompleteitemizedrecordofhisstayinthehotel.Whentheguesthascompletedhisstayandarrivesatthefrontdesktocheck-out,therearenumeroustaskstobeperformedbytheFrontDeskClerk.Thesedutiesinclude:Check-outServicePostIntroduction-Findingouttheguest’snameandroomnumber-Askingiftheguesthasrecentlysignedanynewbills-Printingthebillfortheguest-Presentingthebillandtotaltotheguest-Answeringanyquestionsconcerningthebillthattheguestmayhave-Completingthepaymentprocesswiththeguest(thismaybedonebycash,creditcard,traveler’schecks,directbilling,etc.)-Thankingtheguestandwishingthemapleasantday-RecordinganypertinentinformationthatmaybeneededforfuturereferenceCheck-outServicePostIntroduction

“Zeroingtheaccount”-ThisisatermusedbytheFrontDeskClerktorefertoaguest’sbillthathasbeensettled.Thecompletepaymenthasbeenmade,andtheaccountbalanceisnowzero.Asmentionedabove,therearenumerouspaymentoptionsavailabletothehotelguest.Theseshouldbeself-explanatoryexcept,perhaps,forthedirectbillingtransfermethod.Directbillingtransfermeanstheguest’saccountbalancewillbesenttotheAccountingOfficetobecollectedlater.Fromthispointforward,theAccountingOfficewillberesponsibleforcollectingpayment.Check-outServiceQuestionsforDiscussionWhatmakesthehandlingofguestaccountmuchmoreaccurateandefficient?Whatdoes“zeroingtheaccount”mean?VocabularyStudyUsefulSentencesUsefulSentencesUsefulSentencesUsefulSentencesUsefulSentencesSituationalDialogue

SituationalDialogueSituationalDialogueActionLearningTaskPractice任務(wù)操練Challenges問題挑戰(zhàn)Solutions探索解決TaskPracticeTaskPracticeTaskPracticeRole-play

Sample(A:StaffB:Guest)A:Goodmorning.MayIhelpyou?B:Yes,I’dliketocheckoutnow.A:MayIhaveyournameandroomnumber,please?B:JohnSmith.Room1205.A:

Justamoment,please.I’llprintthebillforyou…Sorrytohavekeptyouwaiting.Hereyouare.Thisisyourbill,RMB1,650,including10%servicecharge.Pleasecheckit.B:

Ok,oh,what’sthischargeofRMB30?A:Oh,that’sthe15%foodandbeverageservicecharge.B:Ok.AndthisshowsthatIhaveaRMB50photocopyingbill.Ididn’tusethephotocopyingservice.A:Oh,I’mterriblysorry.Thismustbeamistake.I’llcorrectitforyourightaway.B:That’sOK.A:Pleasesignyournamehere.Thankyou.Thisisyourinvoiceandyourchange,RMB350.B:That’sright.Goodbye.A:Goodbye,Mr.Smith.Haveanicetrip.Listening

PracticeKeys1)

6yuan20toonedollar.2)-Howmuchwouldyouliketochange,sir?-Today’srateis6yuan20toonedollar.Wouldyoulikeitinsmallorlargebills?-Andwouldyousignyournamehereontheexchangememo?-Pleasekeepthememo.Youwillhavetoproduceitwhenyouwanttochangeyourmoneyback.TapeScript:Cashier:Goodmorning,sir.MayIhelpyou?Guest:Yes,I’dliketochangesomeUSdollarsintoRMB.C:Areyouaguestofthehotel,Sir?G:Yes.Hereismykeycard.C:Howmuchwouldyouliketochange,sir?G:500dollars.What’stheratetoday?C:6yuan20toonedollar…Sothat’satotalof3,100yuan,sir.Wouldyoulikeitinsmallorlargebills?G:Largebills,please.C:OK,hereyouare.Andwouldyousignyournamehereontheexchangememo?G:Allright.C:Pleasekeepthememo.Youwillhavetoproduceitwhenyouwanttochangeyourmoneyback.G:Isee.Thankyouverymuch.C:Mypleasure.ChallengesandSolutionsWhatareguests’commonwaysusedtosettletheaccount?Solutions:-Paythebillincash.-Paythebillbycreditcard.-Paythebillbytraveler’scheck.-Signthebill.ChallengesandSolutionsHowwouldyouhandleitwhenaguestpaysthebillbycreditcard?Solutions:a)Asktheguestwhichcardhewouldliketousetomakesureitisoneofthecardsthehotelaccepts.b)Takeanimprintofthecard.c)Asktheguesttosignhisnameontheimprint.d)Theremainingstepsfollowtheworkingproceduresofcheck-outservice.

ChallengesandSolutionsHowwouldyouhandleitwhenaguestpaysthebillbytraveler’schecks?Solutions:a) Telltheguestthecurrentexchangerateforthetraveler’schecks.b) Asktoseetheguest’spassport.c) Asktheguesttosignhisnameonthetraveler’scheck(s)andonthememo.d) Givetheguesthisinvoiceandtheexchangememocopy.e) Theremainingstepsfollowtheworkingproceduresofcheck-outservice.

ChallengesandSolutionsHowwouldyoudealwiththemiscalculationofabill?Solutions:a) Asktheguesttowaitamomentandimmediatelycheckitwiththedepartmentconcerned.b) Ifitiscorrect,patientlyexplainthebilltotheguest.Ifitisnotcorrect,apologizetotheguestandcorrectthemistakerightaway.c) Makeanapologyagainfortheinconvenience.

ChallengesandSolutionsHowwouldyouexchangeforeigncurrencyforguests?Solutions:a) Telltheguesttheexchangerateforhisforeigncurrency.b) Asktheguesthowmuchhewouldliketochange.c) Asktheguesttoshowhispassport.d) Asktheguestwhichdenomination(s)hewouldprefer.e) Asktheguesttofill-intheexchangememoandsignhisnameonit.f) Asktheguesttokeeptheinvoiceandtheexchangememo.

ChallengesandSolutionsAguestcomestotheFrontDesktocheck-out.ButthestaffoftheHousekeepingDepartmentreportsthatabathtowelintheguest’sroomismissing.Howwouldyoudealwiththesituation?Solutions:ChallengesandSolutionsSolutions:a) Politelyasktheguesttohelprecallwherehemayhaveputthetowel.Remembernevertoasktheguestdirectlyifhetookthetowel.b) Youcanoffertoallowtheguesttoreturntotheroomtohelpsearchforthetowel. c) Ifthetowelstillcannotbefound,youshouldpolitelyexplaintotheguestthat,asperthehotel’spolicy,hemustpayforthemissingtowel.CultureExtensionExercise1:MultipleChoices1.Beforeyouvisitaforeigncountry,whatshouldyoupreparefor?____A.Weshouldknowsomethingaboutlocaltouristattractions.B.Weshouldknowsomethingaboutlocaldishes.C.Weshouldstudythesocialcustomsinthatcountry.D.Weshouldbuysomesouvenirs.Answer:CExercise1:MultipleChoices2.WhatmadeHankGathersatalosswhenhewashavingadinnerinaChinesefamily?____A.Hedidn’tlikeChinesefood.B.Thehostalwayspressedfoodontohisplate.C.Hedidn’tkno