Project5Check-out01WordsandExpressions02UsefulExpressions03StandardOperationProcedures04Dialogues05Practicecontents行業(yè)PPT模板/hangye/06SupplementaryReadingWordsandExpressionsconsume v. 消費breakdown n. 明細；分解explain v. 解釋item n. 項目international adj. 國際的receipt n. 收據(jù)invoice n. 發(fā)票currency n. 貨幣accept v. 接受balance n. 平衡；余額miscalculate v. 計算錯誤correction n. 改正immediately adv. 立即total adj.;v. 全部的；合計amount v. 總計separate adj. 分開的；單獨的concerned adj. 有關的apologize v. 道歉account n. 賬號；賬戶promise v. 承諾advance n. 預先deposit n. 押金deduct v. 扣除UsefulExpressions1.Haveyouusedanyservicesinthehotel,sir?2.Haveyouconsumedanythingfromthemini-bar?3.Iwilldrawupthebillforyou.4.Wouldyoulikeabreakdownofthebill?5.Pleaseletmeexplaintheitemsforyou.6.Theroomrateismarkedatthetop.7.Theseareyourinternationalphonecalls.8.Hereareyourmini-barexpenses.9.Howareyoupaying,sir?10.Howwillyoubepaying,Madame?UsefulExpressions11.Howwouldyouliketomakethepayment,sir?12.Howareyougoingtopay,incashorbycreditcard?13.Hereisyourbill/receipt/invoice/creditcardvoucher/change…14.Youbillwillbepaidby…company.15.That'satotalofRMB1540,please.16.Iamsorrythatthiscurrencyisnotacceptedinourhotel.17.Iamafraidthatthebalanceofyourcreditcardcannotcoveryourbill.18.Wouldyouliketosettlethedifferenceincash?19.Iamafraidwehavenocreditagreementwithyourcompany.UsefulExpressions20.Ifyoucheckoutafter6:00pm,Iamafraidyou'llhavetopayanotherone-dayrate.21.Iwillcheckitwiththedepartmentsconcerned.Wouldyoumindwaitingforawhile,please?22.IamterriblysorrythatImadeamistakewhenIdrewupyourbill.23.IdoapologizethatIhavemiscalculated.Letmemakeacorrectionofit.24.Iwillcorrectitimmediatelyandprintoutanotheroneforyou.25.Wouldyoupleasegooverthebillagainandseeifthereisanythingwrong?26.Hereisthechangeandthereceipt.3.StandardOperationProceduresofCheck-out1.Greettheguest.Iftheguest'snameisunknown,politelyrequestname,roomnumberandroomkey.2.Retrievetheregistrationcardandsupportingdocumentsfromthepittoverifyanyaccountinstructionsandmethodofpayment.3.Politelyinquiretheguestiftherehavebeenanylast-minutechargessuchaspersonalbarcharge.4.Postchargesifnecessary.5.Printtheupdatedfolioandpresentthefoliototheguestforhisperusal.6.Iftheguestqueriesanyoftheaccountcharges,presenttherelevantsupportingvouchersfortheguesttoverifythecharge.3.StandardOperationProceduresofCheck-out7.Intheeventofincorrectchargesormis-postings,fortheamountunderRMB150oriftheincorrectchargeisanobviouswrongposting,ShiftLeaderhastheauthoritytorebateitdirectly.IftheamountisexcessRMB150andnotanobviouswrongposting,theGuestServiceManagershouldbeconsulted.8.Confirmthemethodofpaymentbyinquiringwhetherthegueststillwishestosettlehisaccountwiththemethodofpaymentasstatedatcheckin.9.Whenaguestindicatestopaybycreditcardandanimprintwasobtainedalreadyuponcheckin,politelyrequestcreditcardtobepresentedagain.Checkthatsufficientchargeauthorizationhasbeenapproved.10.Ifthefolioamounthighlyexceedsthepreviousauthorizedamount,another“Sale”transactionneedstobedone.11.Iftheguestwishestouseanothercreditcard,obtainthenewcard,checktheexpirydate,andobtainapprovalcode.Remembertocanceltheapprovalcodeforpreviouscardaftercheckoutprocedureiscompleted.3.StandardOperationProceduresofCheck-out12.Obtaintheguest'ssignatureonthechargevoucherandtheguestfolio.13.Verifythesignatureagainstthatontheregistrationcardtoensurethattheymatch.14.Postthepaymentusingtheappropriatesettlementcode.Checktheguestoutoftheroom.15.Separatethecopiesofthecreditcardvoucher.Attachthecardholder'scopytothetopcopyofthefinalfolio.Placethemintheguestdepartureenvelopeandhandittotheguest.16.Thanktheguestandinvitetheguesttoreturn.17.Attachtheothercopiesofthecreditcardvouchertoyourcopyofthefolio,registrationcardandothersupportingdocuments.Placeitinthecashdrawerforshiftbalancing.18.Guestnamemustbeaddressedatleasttwiceduringcheckoutprocess.Scene1:CheckingoutaGuestWhoPayswithaCreditCardR:Goodmorning,Madame.MayIhelpyou?G:Yes,Iwanttocheckoutnow.R:MayIhaveyournameandyourroomnumber,please?G:SandraTrumpfromRoom2306.R:Allright,Ms.Trump.Haveyoufromthemini-bar?G:Yes.Itookanorangejuiceandabarofchocolatelastnight.R:Thankyou,Ms.Trump.Oneorangejuiceandonebarofchocolate.YouarrivedonJanuary27thandyouhavestayedherefor3nights.G:That'sright.R:Waitamoment,please.Letme.(Afewsecondslater)R:Hereisyourbill,Ms.Trump.TheYuan,including15%servicecharge.Wouldyouliketohaveacheck?R：ReceptionistG：Guest下一頁consumedanythingprintoutyourbilltotalamountcomesto3750Scene1:CheckingoutaGuestWhoPayswithaCreditCardG:Justaminute.Canyoucheckonthis,please?Whataretheseitems?R:Thisitemisfortheyoumadefromyourroom.G:Oh,yes.It'sallrightthen.R:Howwouldyouliketopaythebill,Ms.Trump?G:.R:MayIhaveyourcard,please?(Swipingthecard…)R:Hereisyourbillandyourcreditcardvoucher.Pleasesignhere,Ms.Trump.G:Yes.CouldIhaveforthat,please?R:Ofcourse,Ms.Trump.I'lljustprintoneoutforyou.G:Thankyou.R:Hereareyourreceiptandyourcreditcard.G:Thankyou.R:Youarewelcome,Ms.Trump.Hopeyou'llenjoyyourtrip.Seeyou.R：ReceptionistG：Guest上一頁internationalphonecallsBycreditcardaseparatebillScene2:CheckingoutaGuestwithAdvanceDepositR:Goodmorning,sir.WhatcanIdoforyou?G:Yes,Iwanttocheckoutnow.Andhereismyroomcard.R:Thankyou,sir.AreyouMr.ColinVickersfromroom1910?G:Yes.R:Justamomentplease.Iwill…Thankyouforyourwaiting,Mr.Vickers.Yourbill .Pleasehaveacheck.G:Excuseme.Whatisthisitemfor?R:ItisfortheSPAyouhadlastnight.G:ButI!R:IamsorrythatIwillcheckitwiththedepartmentsconcernedrightnow.Justaminute,please.(CallingSPAcenterforverifyingthebill)R：ReceptionistG：Guest下一頁drawupyourbilltotals1800YuanhaveneverbeentoyourSPAScene2:CheckingoutaGuestwithAdvanceDepositR:Idoapologizethatwehavemis-postedanotherguest'sbill.Iwillcorrectitimmediatelyandprintoutanotherbillforyou.Ipromisesuchmistakewillneverhappenagain.G:OK.(Guestchecksandsignsthebill)R:Howwouldyouliketomakeyourpayment?YouradvancedepositwasRMB2000.Wouldyouliketoorpaybycreditcard?G:Justdeductfromthedeposit,please.R:Thankyou,Mr.Vickers.Hereareyour.Thankyouforstayinghereandweareterriblysorryforthemistake.Welookforwardtoservingyouagain.R：ReceptionistG：Guestintoyourroomaccount上一頁deductitfromyourdeposit上一頁changeandreceiptPracticeGuest:YournameisMr.White.YouwereinRoom1202andyou'dliketocheckout.YouhadbreakfastintheADDrestaurantthismorning.YouasktheGuestServiceAgenttoexplainwhatthechargeof15Yuanisfor.You'dliketosettleyourbillwithcreditcard.Receptionist:Mr.White'sbillcomesto880Yuan.The15Yuanisfortheservicechargeofthebreakfast.Youhelptheguesttocheckout.Task1Makeupconversationsaccordingtotheinformationprovidedbelow:PracticeAguestischeckingoutnow.Haveaconversationwiththeinformationgivenbelow.Guest'sName: HarrisonFordRoomnumber:

808Purpose: checkingoutMethodofPayment: incashTask2SupplementaryReadingExecutiveClubFloorServices行政俱樂部接待服務Privateandcomfortablesit-downregistration,check-inandcheck-out.私密舒適的入住登記和結(jié)賬服務。CheckinandcheckoutguestsofExecutiveClubFlooraccordingtoestablishedprocedures.根據(jù)既定程序