chapter9CheckoutService酒店情景英語

Chapter9Check-outServicePartIDialoguesPartIIVocabularyStudyPartIIIListeningandSpeakingPartIVPracticalWritingPartVFeatureReadingDialogue1

PayingtheBillinCashContext:AmanguestcomestotheFrontDesktocheckout.Pre-listeningquestions:Howmanynightshasthegueststayedatthehotel?Howmuchservicechargemusttheguestpaytothehotel?Staff:Goodmorning.MayIhelpyou?Guest:I’dliketopaymybillnow.Staff:CanIgetyournameandroomnumber,please?Guest:JohnWalker.Room4016.Staff:Yes,Mr.JohnWalker.YoucheckedinthreedaysagoontheafternoonofMarch19,did’you?Guest:Yes.Staff:Andwhenareyouleaving?Guest:Rightafterlunch.Staff:Soyou’llcheckoutbefore12:00?Guest:Yes,exactly.Staff:Justamoment,please.I’llprintthebillforyou…Sorrytohavekeptyouwaiting.Hereyouare.Thisisyourbill,RMB1,980,including10percentservicecharge.Pleasecheckit.Guest:OK.Oh,that’sright.Staff:YouhavepayanadvancedepositofRMB2,500,haven’tyou?

Guest:Yes,hereisthereceipt.Staff:Thankyou.ThisisyourinvoiceandyourchargeRMB520.Countit,please.Guest:That’squiteallright.Goodbye.Staff:Wehopeyou’llenjoyyourtrip,Mr.Walker.Goodbye.Dialogue2

ExchangingForeignCurrenciesContext:Ms.ClarkechecksoutattheCashier.TheclerkexchangeherUSdollarsintoRMB.Pre-listeningquestions:1)Whatistoday’sexchangerate?2)Whatdoestheclerkasktheguesttosignhernameon?Staff:Goodmorning,madam.MayIhelpyou?Guest:Goodmorning,I’mleavingtoday.MayIsettlemybillnow?Staff:MayIhaveyournameandroomnumber,please?Guest:MaryClarkeinRoom1208.Staff:OnemomentwillIprintyourbill.…Sorrytohavekeptyouwaiting,Ms.Clarke.Hereisyourbill,RMB2,050.Guest:DoyouacceptUSdollars?Staff:I’msorrywedon’t,butwedoofferexchangeservice.Guest:CouldyouchangesomeUSdollarsforme?Staff:Noproblem,madam.

Guest:What’stoday’sexchangerateforUSdollars?Staff:Accordingtotoday’s

exchangerate,100USdollarsisanequivalentofRMB823.Howmuchwouldyouliketochange?Guest:Fourhundreddollars.Hereyouare.Staff:Wouldyoupleaseshowmeyourpassport?Guest:Yes,hereitis.Staff:Thankyou.Pleasefillinthisexchangememoandsignyournameonit.Guest:I’lltakecareofit.…Isthatallright?Staff:Yes,hereisthechangeandyourinvoice.Keepthisexchangememo.Guest:Thankforyourhelp.Goodbye.Staff:Goodbye,Ms.Clarke.Wehopeyou’llhaveagoodjourney.Context:Aguestpayshisbillbycreditcard.Pre-listeningquestions:1)Whatisaguestfolio?2)Whatdoestheclerkdowiththeguestcreditcard?Dialogue3

PayingtheBillbyBankCreditCardGuest:I’dliketocheckout,please.Staff:MayIknowyournameandroomnumber,sir?Guest:I’mMr.Johnston.Room1608.Staff:Yes.Haveyouusedtheminibarorotherservicethismorning?Guest:Ididn’tusedtheminibar,andIpaycashformybreakfast.Staff:OK,Mr.Johnston.OnemomentwhileIcheckthefolio.YourbilltotalsRMB1,820.Hereyouare.Haveacheck,please.Guest:Correct.ButIdon’thaveenoughcashforit.MayIpaybymycreditcard?Staff:Yes,wedoacceptsomemajorcreditcards.Whatcarddoyouhave?Guest:VisaCard.Staff:Fine.Letmetakeanimprintofit.Guest:Hereitis.Staff:Thanks.Justamoment.…Pleasesignyournameontheprint,Mr.Johnston.Guest:OK.Hereyouare.Staff:Thankyou.Pleasetakeyourcreditcardandkeepthereceipt.Context:Aguestpayshisbillinhistraveler’scheck.Pre-listeningquestions:1)Whatchargedoestheguest’sbillinclude?2)Whatdoestheclerkgivetotheguestaftersettlingthepayment?Dialogue4

PayingtheBillinTraveler’s

CheckStaff:Goodmorning.CanIhelpyou?Guest:I’dliketocheckout.ThenameisJefferyDick.Staff:Excuseme,wereyouinRoom2216?Guest:That’sright.MayIseethebill?Staff:Yes,ittotalsRMB3,020.Pleasehaveacheck.Guest:OK.Staff:Wechargeyoufortherateoftheroom,roomservice,laundryanddrinks.Isthatallright,Mr.Dick?Guest:Yes,Idon’tseethereisanyproblemwithit.Staff:Howwouldyouliketopayyourbill?Guest:Inmytraveler’scheck.Staff:Fine.Guest:CanyoutellmetheexchangerateofUSdollarsfortraveler’schecks?Staff:It’sRMB820against100USdollars.MayIseeyourpassport,please?Guest:Hereyouare.Staff:Pleasesignyournameonthetraveler’scheckandsignagainonthememo.Guest:OK.Staff:Hereisyourinvoice.Andthisistheexchangememo.Guest:Thankyou.Goodbye.Staff:Wehopeyou’llcomeagain,Mr.dick.Haveanicetrip.Goodbye.Dialogue5

SettlingaCheck-outDisputeContext:AguestchecksoutattheCashier.Theclerkcorrectsthemistakeinthebill.Pre-listeningquestions:1)Whatisthemistakeintheguest’sbill?2)Howdoestheclerkapologizetotheguest?Staff:Goodmorning.HowmayIhelpyou?Guest:I’dliketocheckout,please.Staff:MayIhaveyourroomnumber,please?Guest:2345.Staff:Oh,Mr.Smith.OnemomentpleasewhileIprintoutyourbill.Guest:(Looksoverthebill)Hmm…,IthoughttheratewasRMB600pernight.What’sthischargeofRMB30?Staff:Oh,that’sthe15percentF&Bservicecharge.Guest:OK.AndthisshowsthatIhaveaRMB37.50minibarbill.Ididn’tusetheminibar.Staff:Oh,I’mterriblysorry.Thismustbeamistake.I’llcorrectitforyourightaway.Doyouwanttoputyourchargesonthiscard?Guest:Yes.Staff:Pleasesignyournamehere.Guest:Hereyouare.Staff:Thanks.Hereisyourcopy,Mr.Smith.Ihopeyouenjoyedyourstaywithus.VocabularyStudyCheck-out

PrintthebillServicechargeDepositn.Receiptn.Invoicen.Currencyn.SettlethebillExchangememoEquivalentn.離店結帳打印帳單服務費預付金收據(jù)發(fā)票流通貨幣結帳外匯牌價等同物,等價物ExchangememoMinibarn.Folion.Totalv.Imprintn.Traveler’scheckRoomservice

Laundryn.

Disputen.F&B(外幣兌換)水單迷你吧(客房酒吧;客房小冰箱)客戶個人帳目總計,合計壓印旅行支票客房送餐服務付(待)洗衣物,已洗衣物爭議,糾紛餐飲(foodandbeverage)Exercise1:Matchtheexpressionsontheleftwiththebestmeaningontheright.1.-----cash2.-----receipt3.-----equivalent4.-----total5.-----laundrya.Somethingelsethathassamevalueb.Toreachaparticularnumberoramountofthingsc.Moneyintheformofcoinsornotesd.clothes,sheetsetc.thatneedtobewashede.AwrittenstatementExercise2:Completethefollowingwithwordsorexpressionsfromthedialogues.Departureproceduresincludepresentingtheguestf-----,securingtheroomkeyandupdatingtheroom’sstatus.YourbilltotalsRMB1,800,including15%servicec-------.Hotelschangeforeignc--------accordingtotheexchangerate.Whenaguestc------------andsettlehisorheraccount,thefrontdeskagentshouldexchangetheroomstatusinformation.5.Anexperiencedfrontdeskagentiscapableofdealingwithcheck-ind--------.1.FunctionalSentences確認退房日期與時間Areyouleavingtoday?YouarrivedonMarch21andthedeparturedateisMarch24,isitcorrect?詢問客人結帳當天是否使用客房設施或其他服務Haveyouthismorning?usedtheminibarHadyourbreakfastinthehotelrestaurantUsedanyroomfacilities向客人出示并解釋帳單Here’syourbilltocheckandseeifthere’sanymistakes.That’swillbeRMB2,400.ThetotalamountisRMB3,600.Wehadtochargeyoufortheroomservice.That’sforthetaxiyoucalledtothetheater.Sorry,sir.Idoapologizeforanymistake.詢問客人付款方式

payyourbill?Incash,bychecksorcreditcards?HowdoyouwishtoHowwouldyouliketoWhatisyourideatoWhat’syourwaytoWhatkindofcreditcarddoyouhave?Whatcreditcardisit?Doyouhaveabankdebitcard?I’msorry,wedon’tacceptpersonalchecks.外幣兌換服務Wedoofferexchangeservice.Accordingtotoday’sexchangerate,100USdollarsisanequivalentofRMB823.Howwouldyouliketochange?Wouldyoupleaseshowmeyourpassport?Thankyou.Pleasefillinthisexchangememoandsignyournameonit.Yes,hereisthechangeandyourinvoice.Keepthisexchangememo.

出示收款憑證Here’syourreceipt.Here’sthemoneyyouoverpaid.Wouldyouliketosignhere?I’llneedyoursignaturehere,please.與客人道別Ihopeyouhaveenjoyedyourstaywithus.Wishyouapleasanttripbackhome.Bonvoyage!Welookforwardtoseeingyouagain.2.AnswerthefollowingquestionsWhatwouldyousayifyouwanttoknowtheguest’snameandroomnumber?Whatwouldyousayiftheguestleavesafterthe12:00nooncheck-outtime?Whatwouldyousaywhencheckingforlatecharges?Whatwouldbesaidwhenyouaregivingthemasteraccountsorfoliostotheguestforhisorherinspection?Whatwouldyousaytotheguestwhenaskingforwaysofpayingthebill?Beforetheguestleavesaftersettlinghisorheraccount,whatwouldyousay?Exercise1:

Listentotheshortdialogues.

Fillintheblanks.Thenpracticewithyourpartner.Dialogue1Staff:Goodmorning.?Guest:Goodmorning.I’dliketo.Staff:yournameandroomnumber,please?Guest:Yes,.Room.Dialogue2Staff:Mr.Bachran?Guest:Yes,Iusedtheminibar.IdrankacanofPerrier.Staff:Allright.…Hereyouare,sir.,including.pleasecheck.Guest:Uh,yes.…That’scorrect.Dialogue3Staff:Pleasethebillandisanymistake.Guest:I’llexamineit.RMB930forthetaxi.that’srealasurprise!Staff:toyou.Youbythedayfortwodaysbutoneeveningyouwenttoseeanopera.TheataxiisRMB400perday.Dialogue4Staff:Soyou’llcheckout?Guest:Yes,Iwill.Staff:.Thisisyourbill.Guest:RMB.Correct.DoyouacceptEurodollars?Staff:,butwe.Dialogue5Guest:CouldyouchangesomeAmericandollarsforme?Staff:Certainly,sir.?Guest:Onethousanddollars.WhatistheforAmericancurrencytoday?Staff:Accordingtothepresentrate,it’s.Dialogue6Staff:Whencheckingin,yousaidyouwould.Guest:Yes,hereismy.Staff:Letme,please.…Oh,hereisyourcardandthereceipt.Wehope.Guest:Thankyou.Goodbye.Exercise2:

Listenandfillinthemissinginformation.Address:SouthShanghaiRoadTelephone(021)11112222Fax:(021)22221111E-mail:egreenhotel@EvergreenHotelNameMr/MrsArrivedate:10/23/04Departuredate:10/26/04No.inparty:1RoomNo.:RateRMB500DateItemDescriptionDebitCredit10/23/041Deposit10/23/041Room50010/23/041PayTV8010/24/041Room50010/24/041minibar6010/25/041Room500Amounttobesettledbyguest1,640ServicechargeCashBalanceExercise3:

Listenandfillintheblanks.Staff:Goodmorning,sir.MayIhelpyou?Guest:Goodmorning.I’mleavingtoday.MayInow?Staff:,please?Guest:.Staff:Didyouhaveyourbreakfast?Guest:Yes,butIpaidincash.Staff:Haveyou?Guest:No.Staff:Justamoment,please.,…Sorrytohavekeptyouwaiting.Hereisyourbill,inall,including.Pleasehaveacheck.Guest:Well,that’scorrect.Staff:Youhavepaida,haven’tyou?Guest:Yes,hereisthereceipt.Staff:Thankyou.Hereisandthisisthe.Count,please.Guest:It’squiteallright.Thankyou.Staff:You’rewelcome.We.Exercise4:

CompletethedialogueorallywiththeChineseprompts.Staff:Goodmorning,madam.(請問有何吩咐?)Guest:Goodmorning.I’mSherryGordoninRoom1106.I’dliketocheckoutnow.Staff:(請問您今天使用過飯店服務嗎,)Ms.Gordon?Guest:Yes,Iusedtheminibar.Idrankacanof

TsingtaoBeer.Staff:(我為您打印帳單,請稍候.)…Sorrytohavekeptyouwaiting.Hereyouaer,madam.(總共人民幣2,680元.)Guest:I’msorry,whatisthisfor?Staff:(這是您在客房內上網(wǎng)的費用.)Guest:What?IdidtrytologontotheNetlastnight,butfailed.WhydoIneedtopayforthat?Staff:I’msorry,madam.(我需要解釋一下.)AlocalcallfeeischargedwhetherornotyoucangetontheInternet,becauseyouusedtelephonetoaccesstheNet.Guest:Oh,Isee.CanIpaythebillnow?Staff:Yes.(這是您的發(fā)票,)Ms.Gordon.Guest:Thankyou.Goodbye.Staff:(希望您在我們飯店過得愉快.)Haveanicetrip.Goodbye.Exercise5:RolePlay一位客人來到收銀處(cashier)，要求將200美元兌換成人民幣。請按當日國家公布的外匯牌價（foreignexchangerate）為客人兌換外幣。一位客人在前臺退房。前臺被告知房間內有兩條浴巾（bathtowel）不見了?？腿嗽诮Y帳，員工向客人耐心解釋帳單上的費用。其中有一項傳真復印費發(fā)生了錯誤。CollectionLetter催收帳款信函是指寫信告知顧客為其已經(jīng)使用過的服務或消費的商品付帳。催收帳款信函可分三次完成：首催、再催和最后通牒。首催信語言誠懇、語氣溫和；再催信語氣加強、使用勸導文字；最后通牒可以使用法律字眼、語氣強烈，但不可進行人身侮辱或文字攻擊。當然，有的催收帳款信函也不乏幽默語言。EvergreenHotel666HighwayShanghai200000（0210）1234-5678

April5，2005Mr.JamesCarter,AccountsPayableMapleTravelService555ZhangjiangRoadNanjing,JiangsuProvince21000DearJim,ThefollowingitemtotalingRMB6,000isopenonyouraccount.Voucher#3311Voucher#3311,datedMarch20,indicatesthatitisthegrosspaymentforinvoice#12345.However,thevoucherwasonlyforRMB5,500,whiletheinvoiceamountwasRMB6,000.PleasesendacheckforRMB500toclearthisitem.Sincerelyyours,VestryFeng

VestryFengCreditRepresentativeCc:Weiliang

Lee,CreditManagerExercise:Writeacollectionletterforthefollowingsituation.

AnRMB2,900billfortheVoucher#8654isthreemonthsoverdue.Yousentaremindertwomonthsagobutnothinghappened,andyouhavebeentoobusysincethentowriteorphone.ReservationOperationsPre-readingquestions:Whatdocomputerdoforhotelcheck-outclerks?Whatarethestrongpointsofthecomputercheck-outsystem?

Thehotelcomputersystemgreatlyhelpstomaketheguestcheck-outworklesstiring.Ittakesonlysecondstoprintanaccurate,neatandcompleteguestfolio,makingthebilleasierfortheguesttoread.

Thecomputersystemalsohelpstoreducethecheck-outqueue,whichisacommoncomplaintfoundinmanyhotels.Thesystemoffersautomaticforeigncurrencyexchange,aconstantcheckofcreditlimits,andanautomaticverificationofcompanyaccountstatus.Afullyautomaticin-roomcheck-outsystemisinterfacedtoanon-linecreditcardcomputersystemwhichoffersfastservicetotheguest.Therefore,theguestcanseetheirupdatedaccountontheirtelevisionscreen.If,attheendoftheguest’sstay,thebillisacceptedasbeingcorrect,thenalltheguesthastodoistodecideonthemethodofpaymentandtheamount.Theguestmayhavethemreadywhentheycheckoutatthefrontdesk.Iftheguestispayingbycreditcardorsendingtheiraccounttothecompany,theycansignanin-room“expresscheck-out”card,indicatingthattheyagreewiththebill.Theymaysimplyplaceitinthesealedboxatthereception.Thecheck-outs