Out结账离店.docx
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Out结账离店
LessonNine
CheckingOut结账离店
Background:
Hotelsareofteninvolvedinbusinessaffairs.Ahotelisabuildingforpublicaccommodationthatfurnisheslodgingandusuallyprovidesmeals,beverages,andmanypersonalservices.Hotelsoftenprovideentertainment,roomsformeetings,banquets,orballs;shopsofvariouskinds;commodiouslobbies;andcafes,bars,andrestaurants.Commercialhotels,resorthotels,residentialhotelsandmotelshavebeendevelopedfasttocatertothevariedneedsoftoday’stravelingpublic.Atthesametime,hotelchainshaveestablishedthemselvesasthedominantforceintheindustry.
I.Learningobjectives:
Inthisunit,studentswilllearn
1.howtodotheworkof“checkingout”successfully
2.howtobeaqualifiedfront-deskemployee
3.howtointroduceChinesemedicineandhealthtoguests
II.Pre-classactivities---lead-indialogue
Casestudy:
SuchServiceWords
(ThisishappeninginlunchtimebetweenaChinesewaitressandanoldguestfromTaiwanwithanemptybowlbeforetheoldman.)
Thewaitress:
您好,先生!
Theoldman:
Howdoyoudo!
Thewaitress:
请问老先生,您还要饭吗?
Theoldman:
Girl,I’mover70yerasthisyear.IcanearnmyownlivingsoIhaven’tbeggedforfoodforawholeyear.
Thewaitress:
那先生您完了吗?
Theoldman:
What?
I’mhaleandhearty.I’llnotdieatonce.
Thewaitress:
先生,您错了。
Theoldman:
AmIwrong?
Why?
Yes,Iamwrong.Ishouldn’tbeinthishotel!
Questions:
1.Canyoudescribetheoldman’sfeeling?
2.Doyouthinkthewaitressisrude?
3.Ifyouwerethewaitress,whatwouldyouservetheoldman?
译文:
如此服务用语
在某地一家饭店餐厅的午餐时间,来自台湾的旅游团在此用餐,当服务员发现一位70多岁的老人面前是空饭碗时,就轻步走上前,柔声说道:
“请问老先生,您还要饭吗?
”那位先生摇了摇头。
服务员又问道:
“那先生您完了吗?
”只见那位老先生冷冷一笑,说:
“小姐,我今年70多岁了,自食其力,这辈子还没落到要饭吃的地步,怎么会要饭呢?
我的身体还硬朗着呢,不会一下子完的。
”由此可见,由于服务员用词不合语法,不和规范,不注意对方的年龄,尽管出于好心,却在无意中伤害了客人,这不能怪客人的敏感和多疑。
III.In-classlearning
PartADialogue
CheckingOut结账离店
A:
Goodmorning.Iwouldliketopaythebill.
B:
I’llberightwithyou.Mr.House…Haveyoumadeanylongdistancecalls,please?
A:
Yes.LastnighttoRome.
B:
Howwouldyouliketotakecareofit?
A:
CanIpaymybillwithatraveler’scheck?
B:
I’msorry,sir.WeonlyacceptRMBoracreditcard.
A:
Thatbeingthecase,I’llpaywithAmericanExpress.
B:
Ofcourse,sir.Ifyouwouldjustchecktheadditionalchargesandsign,thatwillbeeverything.
A:
Everythingseemstobeinorder.
B:
Hereisyourreceipt.Wehopeyouwillstaywithusagain.
A:
Thanksalot.
B:
you’rewelcome.
Notes:
1.paythebill算账,付钱
2.traveler’scheck旅行支票
3.longdistancecall长途电话
4.Thatbeingthecase=inthatcase如果是那样的话
5.inorder正常
译文:
A:
上午好,我要结账。
B:
好的,您请稍等,豪斯先生……请问您打过长途电话没有?
A:
是的,昨天晚上往罗马打过一次。
B:
您想怎么付费?
A:
我可以用旅行支票付费吗?
B:
对不起,先生。
我们只接受人民币和信用卡。
A:
既然这样,我就用美国运通卡付账吧。
B:
没问题,先生,您只要确认一下额外的费用,然后再签个名就行了。
A:
一切似乎都很顺利。
B:
这是您的收据。
希望您再次光临。
A:
非常感谢。
B:
不客气。
PartBText
HotelFrontDeskEtiquette
Thefirstimpressionaguestreceivesofahotelduringregistrationisextremelyimportantinsettingthetoneforhospitalityandestablishingacontinuingbusinessrelationship.Theguestwhoiswarmlywelcomedwithasinceregreetingwillrespondpositivelytothehotelasawhole.
Everyhotelhaswrittenpoliciesregardingcancellations,checkinginandout,minimumstays,payment,etc.Everyhotelhasastandardsetofcheck-inhoursandproceduresforcheck-inoutsideofstandardhours.Befamiliarwiththesepoliciesandduties.Inadditiontohisorherdirectduties,ahotelfrontdeskemployeehastoknowhowtodescribeservicesofferedatthehotel,roomtypesandtheiradvantages.Providesinformationaboutplacesofinterestandsightsandeventsaroundthearea.Theemployeeshouldbefamiliarwiththehotelmanagementstructureandallhotelstafffunctions.Makeguestsknowenvironmental,personalhygiene,electricsafety,firesafety,etc,isveryimportant.Eachguestroomshavebookswithalistofpolicies,rules,emergencyprocedures,localinformation,andmore.
CheckingInandOut
Guestcheckoutcanbeatimeofconfusion,shorttempers,andlonglines,atestofpatienceofboththeguestandthecashier.Thinkofthelasttimeyoucheckedoutofahotel.Howdiditgo?
Wasthecashiercourteousandhospitable?
Ifnot,wereyouangrybecauseofhisorherindifference?
Alwaysrememberwhatitisliketobeaguest.Yourgod!
Thissimpleapproachwillserveyouwellthroughoutyourcareerinthehospitalityindustry.
Thefollowinggeneralskillsarerequiredfortheemployee:
∙proactiveness
∙teamandindividualwork
∙self-control
∙communicationinforeignlanguages
∙confidentiality
∙patience
loyalty
Newwords:
1.etiquette['etiket]n.礼节,礼仪;规矩
Etiquetteisnotthesameinallsituations.
礼节在所有的场合并不是相同的。
BusinessEtiquette:
Whatshouldyousayinyourintroductions?
商务礼仪:
介绍别人时应该说些什么?
2.registration[,redʒis'treiʃən]n.登记,注册
Pleasefilloutthisregistrationcard.
请填写这份住房登记卡。