教学课件任务1结账服务概述

打扰一下，我们已经吃完了。请把账单拿过来好吗？ W: Please wait a moment while I bring the bill. (After a while) Sure. Here you are.
请稍等，我现在去拿。（过了一会儿）好的，这是您的账单。 G: How much is it in all? 一共多少钱？ W: 280 Yuan in all. It includes a 10% surcharge. 一共是280元，其中包含了10%的服务费。 G: Fine. But we would like to pay separately. Would you take care of that?
（一）结账准备 Preparing the bill （1）给客人上完菜后，餐厅服务员要到收银台核对 账单。当客人要求结账时，请客人稍后，立即去收银 台取账单。 • After serving all the dishes, the waiter should check the bill at the cashier's desk. And waiting for guest to check out. （2）将账单放入账单夹内，并确保账单夹打开时， 账单正面朝客人，准备好结账用笔。 • Put the bill into the check book (bill folder) with a pan, and make sure the front of the bill facing to the guest.
项目八 结账和送客服务
Project 8 Check-out&See off guests
任务1 结账服务概述
Task 1: Check-out Service Overview
01/
结账工作流程与服务标准 Procedures and standards of handling payment
02/
实用场景对话 Practical conversation
一、结账工作流程与服务标准 Procedures and standards of handling payment
通常，上菜完毕后即可做结账准备。结账分为三个步骤分别为结账准备、 递送账单和处理付款。具体如下图所示：
一、结账工作流程与服务标准 Procedures and standards of handling payment
一、结账工作流程与服务标准 Procedures and standards of handling payment
（二）递送账单 Deliver the bill
走到客人右侧，打开账单夹，右手持账单夹上端、 左手托账单夹下端，递送至客人面前，请客人看账 单，注意不要让其他客人看到，并说：“先生/女 士，这是您的账单，请您过目。” Walk to the right side of the guest, open the bill folder, hold the bill in the right hand, hold the bottom of the bill on the left hand, and deliver it to the guest and say:” Excuse me Sir/ Madam. This is your bill, please.”
好的。但是我们想要分开付账。你可以帮我们弄吗？ W: No problem. Well, I’ll bring separate bills in a minute.
没问题。嗯，我待会儿会把你们每个人的账单送过来。 G: Ok. By the way, should we just leave the tip on the table?
一、结账工作流程与服务标准 Procedures and standards of handling payment
（三）处理付款 Handling payment
• 从客人处接过收现金或信用卡送至收银台， 找零或还卡后礼貌致谢。 Receive cash or card from the guest
and send it to the cashier. Give the changes or changes back to the guest. • 手机支付（支付宝、微信扫码）
Alipay and Wechat pay
二、实用场景对话 Practical conversation
分开结账
（W: Waiter, G: Guest） G: Excuse me, we are finished here. Could you bring us the bill, please?
好的。顺便说一下，我们把消费留在桌上就可以了吗？ W: Thank you for your kindness, but we don’t receive tips. 感谢您的关照，不过我们不收小费。
任务作业 Project assignments
依据设定情境，以小组为单位， 完成结账服务。
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