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清華大學(xué)出版社現(xiàn)代酒店服務(wù)英語ServiceEnglishinModernHotelChapterFourCashDeskService收銀臺服務(wù)
ServicePosition服務(wù)崗位ThecashiersareactuallythestaffoftheFinanceDepartment.ButtheirworkingpositiontheCashDesk/CashierCounter(收銀臺/收銀處),isintheFrontOfficeDepartmentandtheirworkiscloselycontactedwithmanypositionsoftheFrontOfficeDepartment,sothemanageroftheFrontOfficeDepartmentisresponsibleforitsmanagementandcontrolonaday-to-daybasis.
Themainworkofthispositionistodealwiththeguests’accountsandthebusinessofchangingtheforeigncurrencies.
cashier(n.)收銀員,出納員theFinanceDepartmentstaff財務(wù)部員工theCashDesk收銀臺ashasbeenrepeatedlystressed正如反復(fù)強(qiáng)調(diào)的那樣exchangetheforeigncurrency兌換外幣cashtraveler’schecks兌現(xiàn)旅行支票KeyWordsandExpressionsSkillsandAttainments服務(wù)技能與素養(yǎng)
1.ThecashiersoftheCashDesktypicallypostsomerevenuecenterchargetotheguests’accounts.收銀臺的收銀員負(fù)責(zé)將客人在各營業(yè)點(diǎn)的實(shí)際消費(fèi)收入記入客人賬單。2.carrythemostweight非常重要3.handlepromptlyvarioussettlement迅速辦理各種結(jié)賬Note:UnitSevenForeignCurrencyExchange單元7外幣兌換
ProcedureofService服務(wù)流程Greettheguest.Introducetoday’sexchangeratetotheguest.Asktheguesthowmuchhewantstochangeandreceivethemoneyfromtheguest.Seethepassportoftheguest.Fillintheexchangememo.Telltheguestabouttheamountofmoneyofexchange.Givethemoneytotheguest,andaskhimtocount.Givethereceipttotheguest,andaskhimtokeepitwell.
ServiceConversation13
ExchangeUSdollarsintoChineseyuan
1.Whatdoestheguestwanttochange?2.Whatistoday’srateofexchange.3.Howmuchdoestheguestchange?PracticeAnswerthequestionsaccordingtotheserviceconversation.
ServiceConversation14
ChangingattheAirportExchangeOffice
1.Whatdoestheguestwanttodo?2.WhydoestheguestwanttochangetheRMBleftbackintoEuros?3.Whydoesn’tthecashierchangethemoneyfortheguest?PracticeAnswerthequestionsaccordingtotheserviceconversation.
foreigncurrency外幣Souvenir(n.)紀(jì)念品,禮物exchangememo外匯兌換水單,水單rateofexchange/rateofforeignexchange/foreignexchangerate外匯兌換率theCustoms海關(guān)permanentaddress永久性地址theAirportExchangeOffice機(jī)場外幣兌換處specializedforeignexchangebank外匯專業(yè)銀行change…into….把……兌換成……denomination(n.)
票面金額KRW(n.)韓元Euro(n.)
歐元KeyWordsandExpressions
Sincetherateischangingeveryday,firstlyyoushouldexplaintoday’sexchangerateveryclearlytotheguest.由于匯率每天都在變,所以首先你需要向客人清楚地介紹當(dāng)天的匯率。Ifyoucannotexchangefortheguest,youshouldexplainthereasonandgivehimsomesuggestion.如果不能給客人兌換,你要給客人解釋原因并提出建議。PointsofServicePerformance服務(wù)演練要點(diǎn)
PerformanceforService模擬演練TaskAGuestCardAim:ChangeEurosintoRMByuanAmount:200Euros
Performanceinchangingthecurrencyaccordingtothefollowingcard.
PerformanceforService模擬演練CashiercardTheexchangerateofEurostoRMByuan:100:1025ExamhispassportAsktheguesttofillthememo.GivetheRMBandthememototheguest
PerformanceforService模擬演練TaskBIt’s9p.m.Aguestwantstochange2000USdollarsintoRMB.Butthereisachangelimitof500USdollarsbetween9p.m.to8a.m.Youcan’tchangeforhim.Youwillexplainthereasonandgivehimsomesuggestions.UnitEightCheck-out單元8結(jié)賬退宿
ProcedureofService服務(wù)流程Greettheguest.Getthenameandtheroomnumberoftheguest.Asktheguesttogiveyoutheroomkeycard.Drawupthebill.Telltheguestthetotalandgivethebilltotheguestforchecking.Explaintheitemsifnecessary.Asktheguesthowtopay?Formtherecordofcheckoutinthecomputer.Bidfarewelltotheguest.
ServiceConversation15
CheckingOutinCash
1.HasMr.Wrighthadanybillintherestaurant?2.What’sthetotalofthebill?3.HowmuchhasMr.Wrightpaidasdeposit?Answerthequestionsaccordingtotheserviceconversation.Practice
ServiceConversation16
CheckingOutbyCreditCard
1.Howmuchdoesthebilltotal?2.Howdoestheguestpay?3.Isthereanymerchantcommissioniftheguestusesacreditcardtopay?Answerthequestionsaccordingtotheserviceconversation.Practice
bidfarewell道別figureout算出merchantcommission貿(mào)易商委托費(fèi)creditlimit信用卡限額deposit(n.)
押金IOU(IOweYou)(n.)欠單servicecharge(n.)服務(wù)費(fèi)receipt(n.)收據(jù)invoice(n.)發(fā)票rental(n.)租金check(n.)支票KeyWordsandExpressions
Whentheguestiswalkingtoyouforcheckout,greettheguestfirstly,andthenaskaboutthenameandtheroomnumber.Certainly,youalsoneedtoasktheguesttogiveyoutheroomkeycard.Telltheguestthetotalandgivethebilltotheguestforchecking.Ifnecessary,yououghttoexplaintheitemstotheguestAsktheguesthowtopayandhandlemakingthepaymentBesuretobidfarewelltotheguestwarmheartedly.PointsofServicePerformance服務(wù)演練要點(diǎn)
PerformanceforService模擬演練TaskAGuestCardName:GrandWoodRoomnumber:Room2045Hotelservices:1.acoupleofcallstohisNewYorkoffice2.threemealsintheChineseRestaurantPayment:FederalCardPerformanceincheckoutwiththeFederalCardinpairsaccordingtothefollowingtwocards.
PerformanceforService模擬演練CashierCard
AskthenameandtheroomnumberAsktheguestwhetherhehasusedthehotelservicesornotTellthetotalofthebill,5378yuan
Askhowtopay
PerformanceforService模擬演練TaskBMissRoseWhiteisgoingtotheFrontDeskforcheckout.ShehadthreesuppersintheChineseRestaurantandsignedabrandyatthelobbybar.MissRoseWhitepaysincash.ShehaspaidadepositofRMB5000yuan.Thetotalinthebillis5000yuan.
PositionKnowledge崗位知識Someinternationalcreditcards:幾種國際上常用的信用卡:AmericanExpress美國運(yùn)通卡Visa維薩卡FederalCard聯(lián)邦卡/發(fā)達(dá)卡Master萬事達(dá)卡InternationalDinner’sClub國際大來俱樂部卡InternationalGreatWall長城卡UnitNineSolvingtheProblemwiththeBill單元9解決賬單問題
ProcedureofService服務(wù)流程Greettheguest.Bepatienttolistentowhattheguestsays.Repeatthepointsofwhattheguestsaystoyouforconfirmation.Say“sorry”ormakeanapologytotheguest.Findoutthemistakeandcorrectit.Bidfarewelltotheguest.
ServiceConversation17
ExplainingtheBill
1.Whyisthetotalofthebillmorethantheonetheguestcalculates?2.Howdoesthecashierexplaintotheguest?Answerthequestionsaccordingtotheserviceconversation.Practice
ServiceConversation18HereIstheMoneyYou’veOverpaid
1.WhatdoLandRESTRmean?2.whatdidthecashiersaystotheguestwhenhefindstheerror?PracticeAnswerthequestionsaccordingtotheserviceconversation.
1.Hereisthemoneyyou’veoverpaid這是您多付的錢2.chargedtoyouraccount記入您的賬下Note:
Whenaguestmakesacomplaintagainstthe
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