1、学习情境一：前厅服务英语学习情境一：前厅服务英语学习任务学习任务:结帐退店结帐退店 Name:Kate Job:Cashier Responsibility:To help check out and settle the bill for guests.ContentsLearning Objectives 学习目标1Working Procedures 工作程序2Working Knowledge 工作知识 3Hotel Task 酒店任务45Words and Expressions6ActivityLearning Objectives 学习目标学习目标After finishing
2、this task,you should be able to：Deal with different methods of paying the hotel bill.Explain a series of items on the hotel bill.Working Procedures 工作程序工作程序 Ask the guest for his/her room number 询问宾客房间号 Check if the total is correct 检查总额是否正确 Ask if there were any charges made recently 询问最近是否有消费 Prin
3、t and present the invoice to the guest 打印并将账单交给宾客 Help the guest settle the payment 帮助宾客结帐 Present the receipt to the guest 把收据交给宾客 Thank the guest for staying at the hotel 感谢宾客入住酒店Working Knowledge 工作知识工作知识(1)(1)1.The main duties of the cashier.Making changesSettling guests accountsCashing traveler
4、s checksExchanging foreign currenciesBalancing accounts at the close of each shiftWorking Knowledge 工作知识工作知识(2)(2)2.Some abbreviations on the bills Room=Room Charge房费T=Telephone Call Charge电话费L.DIST=Long Distance Call长途电话费RESTR=Restaurant餐饮费L=Laundry洗衣费C.I.A.(Cash In Advance)预付现金P.I.A.(Paid In Advan
5、ce)已预付B.N.P.(Bill Not Paid)未结帐Working Knowledge 工作知识工作知识(3)(3)3.The following is a chart showing the components of a hotel bill.room service chargelast-minute chargerestaurant billHotel BillLaundry service chargeRoom rentTelephone bill Hotel Task 酒店任务酒店任务 Suppose you are Kate,now youre going to help
6、 the guest check out.Please perform the task according to the hints below with your partner.角色A:你是George Brown,到前台办理结帐退宿,你打算用美国运通卡付款.角色B:你是前台收银员Kate，你为Brown夫妇办理信用结账，并祝客人旅途愉快。Words to know bill n.帐单 key card 房卡 deposit n.押金 invoice n.发票 receipt n.收据 change n.零钱 include vt.包括 draw up 结帐 total n.&vt.总数
7、 service charge 服务费 cashier n.收银员 extra charge 附加费用 American Express(AE/AX)美国运通卡 Master Card(MC)万事达卡 Federal Card 联邦卡 Visa(VS)维萨卡 Useful expressions 1.Settling the bill 结账 (1)I will calculate/draw up your bill for you.(2)Shall I explain some items for you?(3)“L”stands for laundry,and“T”means telepho
8、ne call charge.(4)If you think there is any error in your bill,we can check it for you.(5)Here is your change and receipt/invoice.Useful expressions 2.Exchanging Foreign currency 外币兑换 (1)Id like to change these US dollars into RMB.(2)The exchange rate of US Dollar to RMB is,that will give you RMB (3
9、)Would you like it in small or large bills?(4)You may go to the Bank of China to change your money.Useful expressions3.Farewell to the guest 送别客人 (1)Have a nice trip.(2)We hope you enjoyed your stay.(3)We look forward to serving you again.Activity 1.Match the method of payment on the left with the p
10、ictures on the right.用右边的图片与左边的付款方式匹配。Paying by credit card Paying in cash Paying with travelers checkBCA 2.Read the hotel bill and calculate the total,then complete the sentences below and practice explaining the bill.阅读酒店账单,计算账单的总数并完成下面的句子。然后练习如何解释酒店账单。NAME:Alex WoodNATIONALITY:AmericanROOM NO:180
11、2NO.OF people:1DATE:Feb.10thRATE:800 yuan.ROOM 1600 yuan 2.RESTR 540 yuan.BAR 150 yuan 4.L.DIST 45 yuan.LNDRY 80 yuan 6.FAX 65 yuanSERV.10%TOTAL _ Hotel billActivity 1.For the room rentals for two nights,thats _ yuan.2.The second item is the _ meals during the two days.Its 54o yuan.3.The third item
12、150 yuan must be for your _ at your bar.4.The _ item is the charge for your long distance call,45 yuan.And the fifth item is the _ charge,80 yuan.5.Its the 10%service charge.Without service charge,the total of your bill is _ yuan.Plus service charge,your bill comes to _ yuan.Activity 商务楼层(Executive Floor)被誉为“店中之店”。住在商务楼层的客人，不必在总台办理住宿登记、结账等手续，而可以直接在商务楼层由专人负责办理。另外，在商务楼层通常还设有客人休息室（Lounge）、会客室（Reception Room）、咖啡厅（Cafe）、阅览室（Reading Room）等。因此，商务楼层集酒店的前厅登记、结账、餐饮、商务中心于一身，为商务客人提供了更加优质的服务。Hotel tips
