清華大學(xué)旅游英語配套Unit15省公開課金獎(jiǎng)全國(guó)賽課一等獎(jiǎng)微課獲獎(jiǎng)?wù)n件

UnitFifteen

CheckoutService

退房服務(wù)

1/24UnitObjectives（單元目標(biāo)）

Afterlearningthisunit,youshould——learnhowtoaskandofferinformationaboutcheckoutatahotel;——befamiliarwiththeproceduresofsettlingbills;——masterthebasicwordsandexpressionsusedduringcheckout;——getsomeknowledgeaboutcheckout; ——findwaystoimproveyourwritingskillsaboutnotes.2/24BackgroundKnowledge背景知識(shí)

AnintroductiontocheckoutatahotelCheckoutisoneoftheprimaryjobsoffrontdeskpersonnel.Guestscancheckoutatthecashierofthefrontdesk.Check-outtimevariesfromonehoteltoanother.Inmostcases,check-outtimeatthelatestis12:00or1P.M..Iftheguestleavesafterthetime,heorshewillhavetopayhalforfulloftherate.Itisimportanttosetpropercheck-outtimewhentheguestistocheckout.Asmanytouristsinhotelssetoffatabout8:00A.M.or9:00A.M,theymayhavetoqueueforcheckout.Therefore,iftheguestwouldliketosettlethebillduringthetime,heorshemustallowenoughtimetodoit.However,iftheguestnotifiesthefrontdeskthedeparturetimebeforehand,theclerkmaygetthebillready.Thusitwillsavetheguestmuchtimewhenheorshechecksout.3/24BackgroundKnowledge背景知識(shí)

Whencheckingout,theguestcaneitherpayincashorbycreditcardorwithatraveler’scheck.Iftheguestchecksoutbycreditcardorwithtraveler’scheck,heorshewillbeinformedtosignthename.Iftheguestneedshelptotakethebaggagetothelobby,heorshemaycallthebellboycounter.Thebellboywillcometotheroomtotakethebaggage.Butdonotforgettotiphim.Iftheguestwantsthehoteltodepositthevaluablesorthebaggage,heorshecanaskthefrontdeskforhelp.Mosthotelsprovidethisfreeservice.Beforepayingthebill,theguestmustcheckeachitemcarefullyincasetherearesomemistakes.Iftheguestdisagreeswiththebill,heorshecanaskthecashiertoexplainitorreviseit.4/24PracticeMaterials實(shí)訓(xùn)材料

Listening

Dialogue1a.ListentoDialogueOneanddecidewhethereachofthefollowingsentencesistrue(T)orfalse(F).1._

_F_

__Nobodyhadbreakfastatthediningroomthismorning2._

_F_

__ThetotalisUS$3640.3._

_F_

__TheTravelAgencypayseverythingforthetourists,includingthechargeinsuchplacesaslobbybar.4._

_F_

__Thecheckingouttimeistwotoeleven.5._

_T_

__OneofourtouristswillflytoHongKongfirstinsteadofWuhan.5/24Dialogue1b.Listentothedialogueandanswerthesequestions.1.What’sKarenZhou?Sheisatourguideofthegroup.2.Whichroomsaretheystayingin?.Room310,312,314,316,318,and410.3.DidKarenfindsomethingwrongwiththebill?Yes,shedid.4.WhatwillPeterpayforseparately?.Brandyhesignedforinthelobbybar.5.Howmuchwillbepaidbythetouristifhestillwantstostayintheroomafter12:00?50%oftheprice.6/24Dialogue1c.Listentothedialogueagainandsupplythemissingwords.1.ThreenightsatUS$100each,andherearethemealsandothersyouhadatthehotel.IttotalsUS$3460.2.ButtheamountofmoneypaidbyourTravelAgencydoesnotincludethiskindofcharge.3.Certainly.Butifheleavesafter12:00,he’llhavetobecharged50%ofthepricesinceit’speakseasonnow.4.Leavingthebaggagehereisagoodidea.5.Haveapleasantjourneyhome.7/24參考譯文服務(wù)員:早上好！有什么需要我?guī)兔?？?dǎo)游:早上好！我是該旅行團(tuán)導(dǎo)游。我想現(xiàn)在結(jié)賬，能給我看一下賬單嗎？服務(wù)員:好。請(qǐng)問你們住哪些房間？導(dǎo)游:310,312,314,316,318和410房。服務(wù)員:您姓名？導(dǎo)游:周凱倫。服務(wù)員:請(qǐng)稍等。周小姐，今天早上你們有沒有使用飯店服務(wù)，或者在飯店餐廳就餐？導(dǎo)游:我們?cè)缟隙际窃陲埖瓴蛷d進(jìn)餐，但沒人使用任何服務(wù)。服務(wù)員:好，請(qǐng)稍等，我給您算一下。……好，這是您賬單，每晚100美元，共三晚，這是你們?cè)陲埖晗M(fèi)餐費(fèi)及其它。總共是3460美元，請(qǐng)過目。（凱倫仔細(xì)地檢驗(yàn)每一項(xiàng)。）導(dǎo)游:請(qǐng)問，這一項(xiàng)是什么？服務(wù)員:那是白蘭地，昨晚318房彼得在大堂酒吧簽單消費(fèi)。導(dǎo)游:不過我們旅行社開銷并不包含這類收費(fèi)，這應(yīng)由彼得單獨(dú)支付。服務(wù)員:對(duì)不起我把它打進(jìn)了賬單，我再給您重做一份。導(dǎo)游:謝謝。我馬上會(huì)讓彼得來支付。順便問一下，你們最遲什么時(shí)候結(jié)賬？服務(wù)員:我們結(jié)賬時(shí)間是11至12點(diǎn)。導(dǎo)游:哦，我們打算今天都回武漢，不過有位游客因?yàn)辄c(diǎn)事得飛往香港，他能不能下午3點(diǎn)退房？服務(wù)員:當(dāng)然能夠。不過因?yàn)楝F(xiàn)在是旺季，他得多付半天房?jī)r(jià)?；蛘咚材軌虬研欣罘旁谇芭_(tái)。導(dǎo)游:把行李放這兒方法不錯(cuò)。我告訴他這么辦好了。謝謝！服務(wù)員:不用謝。導(dǎo)游:對(duì)了，剛才一共是多少錢？服務(wù)員:3460美元。要現(xiàn)在結(jié)賬嗎？導(dǎo)游:是。服務(wù)員:周小姐，您已交過3500美元，所以我找您40美元。這是您發(fā)票。導(dǎo)游:謝謝。服務(wù)員:不用謝。祝你們回家旅途愉快！8/24Dialogue2a.ListentoDialogueOneanddecidewhethereachofthefollowingsentencesistrue(T)orfalse(F).1.TMr.GreenstayedinRoom608.2.FMr.Greencheckedoutontheeveningof9th.3.FTheclerkagreedthatMr.Greenhadn’tusedthemini-barandrefundhimthemoney.4.TMr.Greenhadthreebottlesofbeerfromthemini-barintheeveningof7th5.FMr.Greenpaidthebillwithcreditcard.9/24Dialogue2b.Listentothedialogueandanswerthesequestions.1.Howmuchisthetotalamount?

ThetotalamountisRMB2855Yuan2.HowmanymistakesdoesMr.Greenthinkthereareonthebill?

Two.3.HowmanydaysdidMr.Greenstayedinthehotel?

Theystayedforfourdays.4.DidMr.Greenusethemini-bar?

Yes,hedid.5.Howmuchdoeseachbottleofbeercostinthemini-bar?

RMB10Yuan.

10/24Dialogue2c.Listentothedialogueagainandsupplythemissingwords.1.I’msorrytheremightbesomethingwrongwiththebill.2.ButitshowsthatIhavetopayforfourdaysandahalf.3.Excusemeforamoment,sir,whileIcheckthedetail.4.Thanks,Mr.Green.Hereisyourbill,receiptandchange.5.I’lltrytobemorecarefulanothertime.11/24參考譯文服務(wù)員：早上好！有什么需要我?guī)兔?？客人：我要結(jié)賬。服務(wù)員：您房間號(hào)是多少？客人：608房。服務(wù)員：請(qǐng)稍等。（檢驗(yàn)統(tǒng)計(jì)）您是格林先生嗎？客人：是。服務(wù)員：這是您賬單，費(fèi)用總額人民幣2855元，請(qǐng)檢驗(yàn)是否正確?？腿耍汉谩！瓕?duì)不起，賬單可能有點(diǎn)不對(duì)。服務(wù)員：噢，是嗎？客人：我是六號(hào)入住，今天早上走，我認(rèn)為剛好是四天，不過賬單上顯示我得付四天半錢。服務(wù)員：哦，讓我看看。6號(hào)、7號(hào)、8號(hào),9號(hào)。啊，沒錯(cuò)，您是早上結(jié)賬，您只住了四天。對(duì)不起，先生，很抱歉算錯(cuò)了?？腿耍簺]關(guān)系。這里顯示我有一筆30元小吧柜消費(fèi)單，但我沒有使用過小吧柜呀。服務(wù)員：對(duì)不起，請(qǐng)稍等，我來核實(shí)一下?？腿耍汉?。（過了一會(huì)兒，服務(wù)員找到了詳細(xì)統(tǒng)計(jì)并拿給格林先生看。）服務(wù)員：對(duì)不起，格林先生，讓您久等了。這里顯示您于7號(hào)黃昏從小吧柜拿過三瓶啤酒，對(duì)嗎？客人：7號(hào)？……啊，那天我確實(shí)拿過一些啤酒，我差點(diǎn)忘了，對(duì)不起。服務(wù)員：沒關(guān)系。先生，還有其它錯(cuò)誤嗎？客人：沒有了，現(xiàn)在看不出什么問題了。服務(wù)員：好，先生，您想怎樣付賬？客人：現(xiàn)金，給您。服務(wù)員：謝謝。這是您賬單、發(fā)票和找給您錢?？腿耍褐x謝。服務(wù)員：格林先生，給您添這么多麻煩我真感到十分抱歉，下次我會(huì)愈加小心。祝您旅途愉快！12/24ReadingHowHotelsHelpThemselvestoYourMoney

13/24HowHotelsHelpThemselvestoYourMoneya.AnswerthefollowingquestionsaccordingtothePassage.1.Whydoestheauthorthinkthehotelisn’tdonewithyouwhenyoucheckoutanditmightjustbegettingstarted?Itisbecausetheauthorbelievesthatchargescanbequietlyaddedtoyourhotelbillafteryou’veleft.2.Whatmakesthenumberofre-billingsdoubled?Ashotelsstrugglewithslippingoccupancylevelsandflat-lininggrowth,propertiesarewastingnoopportunitytoaddlatecharges,whichmakesthenumberofre-billingsdoubled.3.WhydidthehotelremoveGarnar’s$57charge?ThisisbecauseGarnarprovedthathedidn’tusethemini-barashehadturneddownthekeywhenhecheckedin.4.Whatarethethreeexcuseshotelsuseforseparatingyoufromyourmoneyafteryou’relonggone?Thethreeexcusesare:Areyousureyoudidn’ttakesomethingfromthemini-bar?Butyoucheckedoutbeforewecouldchargeyou!andWedidn’tthinkyouwouldnotice.5.Doalllatebillingshurthotelguests?No,theydon’t.

14/24HowHotelsHelpThemselvestoYourMoneyb.TranslatetheexpressionsintoChineseorEnglish.1.berepresentativeofthepeople

代表人民arepresentativebody

代表團(tuán)sendarepresentativetoaconference

派代表參加會(huì)議theHouseofRepresentatives(美)（國(guó)會(huì)之）眾議院；（州議會(huì)之）下院2.makecommentsonsth.

評(píng)論某事offercomments

提意見nocomment.

無可奉告askforcomment

征求意見3.valuesb.’sadvice

尊重某人勸說averagevalue

平均值goodvalue [口](錢)花得值,值得買valuesecurities

有價(jià)證券4.takeanattitudeof

采取...態(tài)度attitudetowardsthisquestion

對(duì)問題態(tài)度maintainafirmattitude

保持堅(jiān)定態(tài)度strikeanattitude

擺出一個(gè)姿態(tài);裝模作樣5.removetheclothfromthetable

把桌上桌布拿走removeone’sshoes

脫鞋

removealldoubts

消除一切懷疑beremovedfromschool

被開除,被勒令退學(xué)

15/24c.Chooseanappropriatewordorphrasetofillineachblanktomakeeachsentencemeaningful,andchangeitsformwherenecessary.1.Theystudiedeveryaspectofthesubject.2.Mr.Yu,we’llhaveaweekvocation.Wheredoyourecommend?3.Theliverisfunctioningnormally.4.Theoriginalplanwasbetterthantheplanwefollowed.5.TheweatherinSiberiaistypicallycontinental.6.Thefrontseatsarereservedfortheleadersandtheforeignguests.Wouldyoupleasemove?.7.Canyouhandlethesituation?8.LastnightProfessormadeasignificantspeechinourcollege.9.Thermalengines（熱機(jī)）,aretheylargeorsmall,havetoconsumefuel.10.Whatisyourattitudetowardsthisquestion?HowHotelsHelpThemselvestoYourMoney16/24d.TranslatethefollowingsentencesintoEnglishwithwordsorphrasesgiveninthebrackets.1.投訴必須向適當(dāng)主管當(dāng)局提出。(appropriate)Complaintsmustbeaddressedtotheappropriateauthority.2.這個(gè)用戶批評(píng)有些是沒有什么道理，但他大部分都是公正評(píng)語。(majority;comment)

Someofthecustomer’scriticismsareunreasonable,butthemajorityofwhathesaysisfaircomment.3.這是一個(gè)很困難局勢(shì)，但他應(yīng)付得很好。(handle)Itwasadifficultsituationandhehandleditverywell.4.她申明自己對(duì)被偷貨物一無所知。(protest)Sheprotestedthatsheknewnothingaboutthestolengoods.5.這種廁所是專門留給殘疾人用。(bereservedfor)

Thiskind/typeoftoiletisreservedforthedisabledonly.HowHotelsHelpThemselvestoYourMoney17/24Writing

NoteWriting便箋寫作

Task2SampleWriting（1）留言條（message）

Sample1Noteforsayinggood-bye譯文：理查德：今晚6點(diǎn)我將乘飛機(jī)回家，很遺憾，動(dòng)身前不能當(dāng)面告別。在此逗留期間我過得十分愉快，非常感激您熱情款待，給您添了不少麻煩，很過意不去。代問父母好。比爾

年5月8日18/24NoteWriting便箋寫作Sample2Transmittingatelephonemessage

譯文：陳偉：你同學(xué)吳小姐剛來電話，說她已于今早乘火車抵達(dá)，現(xiàn)住在華美達(dá)酒店509室，她希望你前往那里討論明天日程安排并盡早給她回電。劉洋早晨11：0019/24NoteWriting便箋寫作（二）請(qǐng)假條（noteaskingforleave）譯文：尊敬布朗教授：很抱歉，因?yàn)榈昧酥馗忻?，發(fā)高燒，我今天不能前來上課。醫(yī)生要我臥床休息兩天，現(xiàn)附上醫(yī)生證實(shí)，我想請(qǐng)假兩天，如獲同意將萬分感激。尊敬您王曉鵬

4月10日附：醫(yī)生證實(shí)一份20/24NoteWriting便箋寫作（三）收條（receipt）譯文：

今收到希爾先生下述物件：打字機(jī)壹臺(tái)、錄音機(jī)壹臺(tái)、人民幣貳千元整。此據(jù)

布魯斯

年1