酒店收銀英語(yǔ)培訓(xùn)課件目錄introductionBasicTerminologyandEtiquetteofCashiersCheckoutprocessandoperatingstandardsCreditcardpaymentbusinessprocessing目錄ForeigncurrencyexchangebusinessprocessingComplainthandlingandemergencymeasuresSummary,Review,andOutlookfortheFutureintroduction0101ImprovetheEnglishproficiencyofhotelcashiersandenhanceservicequality02AdapttothetrendofinternationaldevelopmentandenhancethecompetitivenessofhotelsCultivateemployees'cross-culturalcommunicationskillsandenhancepersonalprofessionalqualitiesPurposeandbackground02BasicEnglishoralcommunicationskillsCommonEnglishvocabularyandexpressionsforhotelcashiersCrossculturalcommunicationskillsandetiquetteEnglishproficiencyinrespondingtounexpectedsituationsandresolvingcustomercomplaintsOverviewofTrainingContentBasicTerminologyandEtiquetteofCashiers02Reception:FrontdeskreceptionistCommonCashierVocabulary0102Cashier:CashierCheckin:check-inregistrationCommonCashierVocabularyCheckout:CheckoutRoomrate:HousepriceCommonCashierVocabularyDeposit:CommonCashierVocabularyCreditcard:Change:ChangeInvoice:InvoiceTip:TipCommonCashierVocabulary01020304DressedneatlyandmaintainedadignifiedappearanceSmileandprovidewarmserviceUsepolitelanguageandshowrespecttoguestsPatientlyanswerguests'questionsBasicetiquetteforcashiersListenattentivelytounderstandguests'needsSpeakclearlytoavoidmisunderstandingsBepatientandcommunicateinafriendlymannerBeflexibleandaccommodatingreasonablerequestsCommunicationskillswithguestsCheckoutprocessandoperatingstandards03GreetingandIde…ProcessingPaymentIssuingReceiptsandRefundsThankingandFar…VerifyingtheGuest'sAccountExplainingtheCheckoutProcessBeginbygreetingtheguestandconfirmingtheiridentityandroomnumberBrieflyexplainthestepsinvolvedinthecheckoutprocesstotheguestChecktheguest'saccountforanyoutstandingbalances,charges,ordepositsAcceptpaymentfromtheguest,whichitiscash,creditcard,oranyotherformofpaymentProvidetheguestwithareceiptfortheirpaymentandissueanyrefundsifapplicableIncludebyThankingtheguestfortheirstayandbiddingthemfarewellIntroductiontocheckoutprocess0102Accuracyin…Ensurethatallpaymentsareaccuratelyrecordedandthatthecorrectamountischargedtotheguest'saccountPromptServiceProvideeffectivenessandpromptservicetominimizewaittimesandenhanceguestsatisfactionClearCommunicationCommunicateclearlywithgueststoensuretheyunderstandthecheckoutprocessandanychargestheymaycontainConfidentialityMaintainconfidenceofguestinformationandtransactionsatalltimesFamiliarity…Befamilywithdifferentpaymentmethodsandbeabletohandlethemsmoothly030405Operatingstandardsandprecautions0102HandlingGu…Listenattentivelytoguestcomplaintsandaddressthempromptlyandcourageously,seekingsolutionsthatsatisfytheguestResolvingB…Ifaguestdisputesacharge,investthematterpromptlyandresolveittotheguest'ssatisfactionAssistingw…Ifaguestexperiencesissueswiththeircreditcard,offerassistanceandguidethemthroughtheprocessofresolvingtheproblemDealingwit…IncaseofCashShortagesorOverages,followhotelprocedurestoreconcilethedifferenceandtakecorrectiveactionasneededOfferingAs…Offertoassistguestswiththeirluggageastheycheckout,ensuringasmoothandconservativeexitfromthehotel030405Commonproblem-solvingmethodsCreditcardpaymentbusinessprocessing04includingmainstreamcreditcardbrandssuchasVisa,Mastercard,AmericanExpress,Discover,etc.Hotelsusuallyacceptcreditcardsissuedgloballyforpayment,butitshouldbenotedthatsomecreditcardsmayhaveregionalrestrictionsorspecialregulations.CreditcardtypesAcceptancescopeCreditcardtypesandacceptancescopeGuestpresentscreditcard:Theguestpresentsthecreditcardtothefrontdeskcashier,whoneedstoverifythecreditcardinformation,includingcardnumber,cardholdername,expirationdate,etc.CreditcardpaymentprocessCardpaymentThecashierusesaPOSmachinetoswipethecreditcard,inputtheconsumptionamount,andwaitforauthorization.PrintpurchaseorderIfauthorizationissuccessful,thePOSmachinewillprintthepurchaseorder,andthecashierneedstoverifythepurchaseorderinformationandaskthecustomertosignandconfirm.SignatureverificationThecashierneedstoverifywhethertheguest'ssignaturematchesthesignatureonthebackofthecreditcardtoensuretransactionsecurity.CreditcardpaymentprocessRiskpreventionmeasuresVerifycreditcardinformation:Whenacceptingcreditcardpayments,thecashierneedstocarefullyverifythecreditcardinformationtoensureitsauthenticityandcompleteness.Payattentiontoabnormaltransactions:Cashiersshouldremainvigilantandpromptlyreportabnormalsituationssuchaslargeandfrequenttransactions.Protectingcustomerprivacy:Cashiersneedtoensurethatcustomerprivacyisnotcompromisedwhenhandlingcreditcardtransactions,suchasavoidingreadingcreditcardinformationloudlyinpublicplaces.Regularsafetytraining:Hotelsshouldprovideregularsafetytrainingtocashierstoenhancetheirsafetyawarenessandriskpreventioncapabilities.Foreigncurrencyexchangebusinessprocessing05DefinitionandtypesofforeigncurrencyForeigncurrencyreferstothecurrencyofothercountriesorregionsbesidesthedomesticcurrency,includingpapermoney,coins,etc.TheconceptofforeigncurrencyexchangeForeigncurrencyexchangereferstotheactofconvertingonecurrencyintoanother,usuallyoccurringincross-bordertransactions.ForeigncurrencyexchangeprincipleHotelcashiersshouldfollowtheprincipleof"equality,voluntariness,andequivalentcompensation"whenhandlingforeigncurrencyexchangebusiness.BasicknowledgeofforeigncurrencyexchangeInquireaboutcustomerneeds01Thecashiershouldproactivelyinquireifthecustomerneedsforeigncurrencyexchangeservicesandunderstandtheirspecificneeds.Checkexchangerate02Thecashierneedstoverifytheexchangerateofthedaytoensuretheaccuracyoftheexchangerateinformationprovidedtothecustomer.Fillouttheexchangereceipt03Thecashierneedstofillouttheforeigncurrencyexchangereceipt,includingtheexchangedate,currencytype,exchangeamount,andotherinformation.ForeigncurrencyexchangeprocessHandleexchangeproceduresThecashierhandlesforeigncurrencyexchangeproceduresaccordingtotheinformationontheexchangereceiptandhandsovertheexchangedcurrencytothecustomer.ReviewandConfirmationThecashiershouldreviewthecompletedexchangereceipttoensurethattheinformationisaccurateandcorrect,andthenaskthecustomertoconfirmandsign.ForeigncurrencyexchangeprocessExchangeratecalculationandprecautionsExchangeratecalculationmethods:Cashiersneedtomasterbasicexchangeratecalculationmethods,suchasdirectandindirectpricing,inordertoaccuratelycalculatetheexchangeamount.Exchangeratefluctuationrisk:Duetothepossibilityofexchangeratefluctuationsleadingtoexchangelosses,thecashiershouldremindcustomerstopayattentiontoexchangeraterisksandadvisethemtocarefullyconsiderthetimingofexchange.ExchangeLimitRegulations:Differentcountriesorregionsmayhavedifferentlimitregulationsforforeigncurrencyexchange,andcashiersshouldunderstandandcomplywithrelevantregulations.Counterfeitcoinrecognitionandprocessing:Cashiersshouldhavebasiccounterfeitcoinrecognitioncapabilities.Oncecounterfeitcoinsarefound,theyshouldimmediatelystopexchangingandhandlethemaccordingtohotelregulations.Complainthandlingandemergencymeasures06AnalysisofcomplaintreasonsPoorservicequalityincludingpooremployeeattitude,inadequateservice,andotherissues.Facilitiesandequipmentfailuressuchasdamagetoroomfacilities,poornetworkconnectivity,etc.Billissuessuchaspricedisputes,overcharging,etc.Otherreasonssuchasnoiseinterference,safetyissues,etc.ListenandrecordCarefullylistentocustomercomplaintsandrecordkeyinformation.ApologizeApologizefortheguest'sdissatisfactionandacknowledgethemistake.ProvideasolutionBasedonthecauseofthecomplaint,provideareasonablesolution.FollowupprocessingEnsurethatthesolutionisexecutedandfollowuponthesubsequentsituation.ComplainthandlingprocessStaycalmWhenfacingcomplaints,staycalmanddon'tpanic.TimelyresponseRespondpromptlytocustomercomplaintsanddonotprocrastinate.SeekinghelpIfyouareunabletosolvetheproblem,seekhelpfromyoursuperiorsorrelevantdepartmentsinatimelymanner.RecordandreportRecordallcomplaintsandtheirhandlingstatus,andregularlyreporttosuperiors.EmergencypreparednessmeasuresSummary,Review,andOutlookfortheFuture07輸入標(biāo)題02010403SummaryofkeyknowledgepointsMasterbasichotelcashierEnglishvocabularyandphrases,suchas"checkin","checkout","roomrate","paymentmethod",etc.Mastereffectivecommunicationskillswithguests,includingpolitelanguage,problem-solving,andrespondingtocomplaints.Understandthehotel'scheckoutprocess,includingreceivingguests,confirmingreservations,checkingin,andsettlingbills.Learntohandlevariouspaymentmethods,includingcash,creditcards,traveler'schecks,etc.Throughthistraining,IhavebecomemorefamiliarwiththeprofessionalEnglishexpressionofhotelcashiers,andmyconfidencehasbeenimproved.Inthesimulationexercise,I