《现代酒店服务英语》Chapter4 收银台服务

清华大学出版社现代酒店服务英语ServiceEnglishinModernHotelChapterFourCashDeskService收银台服务

ServicePosition服务岗位ThecashiersareactuallythestaffoftheFinanceDepartment.ButtheirworkingpositiontheCashDesk/CashierCounter(收银台/收银处),isintheFrontOfficeDepartmentandtheirworkiscloselycontactedwithmanypositionsoftheFrontOfficeDepartment,sothemanageroftheFrontOfficeDepartmentisresponsibleforitsmanagementandcontrolonaday-to-daybasis.

Themainworkofthispositionistodealwiththeguests’accountsandthebusinessofchangingtheforeigncurrencies.

cashier（n.）收银员，出纳员theFinanceDepartmentstaff财务部员工theCashDesk收银台ashasbeenrepeatedlystressed正如反复强调的那样exchangetheforeigncurrency兑换外币cashtraveler’schecks兑现旅行支票KeyWordsandExpressionsSkillsandAttainments服务技能与素养

1.ThecashiersoftheCashDesktypicallypostsomerevenuecenterchargetotheguests’accounts.收银台的收银员负责将客人在各营业点的实际消费收入记入客人账单。2.carrythemostweight非常重要3.handlepromptlyvarioussettlement迅速办理各种结账Note:UnitSevenForeignCurrencyExchange单元7外币兑换

ProcedureofService服务流程Greettheguest.Introducetoday’sexchangeratetotheguest.Asktheguesthowmuchhewantstochangeandreceivethemoneyfromtheguest.Seethepassportoftheguest.Fillintheexchangememo.Telltheguestabouttheamountofmoneyofexchange.Givethemoneytotheguest,andaskhimtocount.Givethereceipttotheguest,andaskhimtokeepitwell.

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ExchangeUSdollarsintoChineseyuan

1.Whatdoestheguestwanttochange?2.Whatistoday’srateofexchange.3.Howmuchdoestheguestchange?PracticeAnswerthequestionsaccordingtotheserviceconversation.

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ChangingattheAirportExchangeOffice

1.Whatdoestheguestwanttodo?2.WhydoestheguestwanttochangetheRMBleftbackintoEuros?3.Whydoesn’tthecashierchangethemoneyfortheguest?PracticeAnswerthequestionsaccordingtotheserviceconversation.

foreigncurrency外币Souvenir（n.）纪念品,礼物exchangememo外汇兑换水单,水单rateofexchange/rateofforeignexchange/foreignexchangerate外汇兑换率theCustoms海关permanentaddress永久性地址theAirportExchangeOffice机场外币兑换处specializedforeignexchangebank外汇专业银行change…into….把……兑换成……denomination（n.）

票面金额KRW（n.）韩元Euro（n.）

欧元KeyWordsandExpressions

Sincetherateischangingeveryday，firstlyyoushouldexplaintoday’sexchangerateveryclearlytotheguest.由于汇率每天都在变，所以首先你需要向客人清楚地介绍当天的汇率。Ifyoucannotexchangefortheguest,youshouldexplainthereasonandgivehimsomesuggestion.如果不能给客人兑换，你要给客人解释原因并提出建议。PointsofServicePerformance服务演练要点

PerformanceforService模拟演练TaskAGuestCardAim:ChangeEurosintoRMByuanAmount:200Euros

Performanceinchangingthecurrencyaccordingtothefollowingcard.

PerformanceforService模拟演练CashiercardTheexchangerateofEurostoRMByuan:100:1025ExamhispassportAsktheguesttofillthememo.GivetheRMBandthememototheguest

PerformanceforService模拟演练TaskBIt’s9p.m.Aguestwantstochange2000USdollarsintoRMB.Butthereisachangelimitof500USdollarsbetween9p.m.to8a.m.Youcan’tchangeforhim.Youwillexplainthereasonandgivehimsomesuggestions.UnitEightCheck-out单元8结账退宿

ProcedureofService服务流程Greettheguest.Getthenameandtheroomnumberoftheguest.Asktheguesttogiveyoutheroomkeycard.Drawupthebill.Telltheguestthetotalandgivethebilltotheguestforchecking.Explaintheitemsifnecessary.Asktheguesthowtopay?Formtherecordofcheckoutinthecomputer.Bidfarewelltotheguest.

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CheckingOutinCash

1.HasMr.Wrighthadanybillintherestaurant?2.What’sthetotalofthebill？3.HowmuchhasMr.Wrightpaidasdeposit?Answerthequestionsaccordingtotheserviceconversation.Practice

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CheckingOutbyCreditCard

1.Howmuchdoesthebilltotal?2.Howdoestheguestpay?3.Isthereanymerchantcommissioniftheguestusesacreditcardtopay?Answerthequestionsaccordingtotheserviceconversation.Practice

bidfarewell道别figureout算出merchantcommission贸易商委托费creditlimit信用卡限额deposit（n.）

押金IOU(IOweYou)（n.）欠单servicecharge（n.）服务费receipt（n.）收据invoice（n.）发票rental（n.）租金check（n.）支票KeyWordsandExpressions

Whentheguestiswalkingtoyouforcheckout，greettheguestfirstly，andthenaskaboutthenameandtheroomnumber.Certainly，youalsoneedtoasktheguesttogiveyoutheroomkeycard.Telltheguestthetotalandgivethebilltotheguestforchecking.Ifnecessary，yououghttoexplaintheitemstotheguestAsktheguesthowtopayandhandlemakingthepaymentBesuretobidfarewelltotheguestwarmheartedly.PointsofServicePerformance服务演练要点

PerformanceforService模拟演练TaskAGuestCardName:GrandWoodRoomnumber：Room2045Hotelservices:1.acoupleofcallstohisNewYorkoffice2.threemealsintheChineseRestaurantPayment:FederalCardPerformanceincheckoutwiththeFederalCardinpairsaccordingtothefollowingtwocards.

PerformanceforService模拟演练CashierCard

AskthenameandtheroomnumberAsktheguestwhetherhehasusedthehotelservicesornotTellthetotalofthebill,5378yuan

Askhowtopay

PerformanceforService模拟演练TaskBMissRoseWhiteisgoingtotheFrontDeskforcheckout.ShehadthreesuppersintheChineseRestaurantandsignedabrandyatthelobbybar.MissRoseWhitepaysincash.ShehaspaidadepositofRMB5000yuan.Thetotalinthebillis5000yuan.

PositionKnowledge岗位知识Someinternationalcreditcards:几种国际上常用的信用卡：AmericanExpress美国运通卡Visa维萨卡FederalCard联邦卡/发达卡Master万事达卡InternationalDinner’sClub国际大来俱乐部卡InternationalGreatWall长城卡UnitNineSolvingtheProblemwiththeBill单元9解决账单问题

ProcedureofService服务流程Greettheguest.Bepatienttolistentowhattheguestsays.Repeatthepointsofwhattheguestsaystoyouforconfirmation.Say“sorry”ormakeanapologytotheguest.Findoutthemistakeandcorrectit.Bidfarewelltotheguest.

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ExplainingtheBill

1.Whyisthetotalofthebillmorethantheonetheguestcalculates?2.Howdoesthecashierexplaintotheguest?Answerthequestionsaccordingtotheserviceconversation.Practice

ServiceConversation18HereIstheMoneyYou’veOverpaid

1.WhatdoLandRESTRmean?2.whatdidthecashiersaystotheguestwhenhefindstheerror?PracticeAnswerthequestionsaccordingtotheserviceconversation.

1.Hereisthemoneyyou’veoverpaid这是您多付的钱2.chargedtoyouraccount记入您的账下Note:

Whenaguestmakesacomplaintagainstthe