酒店情境英语退房5PPT课件
Hotel English ---check out(酒店英语--退房)
Situation 3 Check OutLesson One General Procedure 一般程序G: I'd like to check out.旅客:我想结账离店。
R:Have you settled bill?接待员:您结账了吗？G:No.I'd like to do that now.旅客:还没有，我想现在结账。
R:You can settle your bill at the Finance Department on the fourth floor.接待员:您可以在四楼的财务部结账。
G:Okay. I've paid my bill.旅客:好了，我已经结完帐了。
R:Would you like some help with your luggage?接待员:您需要帮忙提行李吗？G:I think I can do it myself if I can borrow your trolley.旅客:要是能借用一下你们的行李车，我想我自己就行。
R:Certainly. Just a moment, please. I'll get it for you.接待员:当然可以。
请稍等，我去给您拿行李车。
Lesson Two Setting Bill the Night before Leaving客人在离店的前一天晚上结账C:Finance Department.出纳员:你好，财务部。
G:Hello,this is Mr.Lister in room 3406.旅客：你好，我是3406房间的Lister先生。
I'll be leaving early tomorrow morning.我准备明天一早离开这里，So I'd like to come down sometime today to settle my bill.所以我想今天下楼结账。
酒店英语实务教程第4课：Checkout结账退宿
Unit 5 Check out 结账退宿经典对话C=Cashier 收银员 G=Guest 顾客C：Good morning, sir. May I help you?先⽣，您早，有什么可以帮到您吗？G：Yes, I’d like to check out.我想退宿。
C：Certainly sir. May I have your room key, please?好的，请把房间钥匙给我，好吗？G：Sure, Here it is.好的，给你。
C：Just a moment, please. I’ll draw up your bill for you.请等⼀下，我帮您结帐。
（After a while 过了⼀会⼉）C：Mr. Johnson, your bill totals US$520, How would you like to make the payment?约翰逊先⽣，您的账单总计是 520 美元。
您打算如何付款？G：By credit card. Do you accept Visa?⽤信⽤卡。
你们接受维萨信⽤卡吗？C：Yes, Mr. Johnson.是的，约翰逊先⽣。
G：Here you are.给你。
C：（Print the card）Could you sign here , please?请您在这⼉签名，好吗？G：Sure.好的。
C：Thank you, Mr. Johnson. Here is your credit card and your receipt. Have a nice trip.谢谢您，约翰逊先⽣。
这是您的卡和收据。
祝您旅途愉快。
常⽤句型百宝箱1. 结帐基本应对1) Just a moment, please. The cashier will have your bill ready in a moment.请稍等，收银员马上会准备好您的账单。
2) I will calculate/draw up the bill for you.我帮您结账单。
《旅游与酒店专业实用英语》PPT Unit 5
Unit 5 Room Center
中国劳动社会保障出版社
1 Leaning Objectives
2
Warming up
3 Listening Practice 4 Situational Conversations
Maintenance note
Guest name: Maria smith
Room No. 803
Problems: 1.The toilet ___d_o_e_s_n_’_t_f_lu_s_h____.
Solution A _p_lu_m__b_e_r__ is sent up.
2. The tap _k_e_e_p_s__d_r_ip_p_i_n_g__. Solution The M__a_in_t_e_n_a_n_c_e__ will look into it. Department
1. Put the laundry in the
laundry bag ___________
2. Fill out the _l_a_u_n_d_ry__li_s_t_
a. Regular service takes ____I_d_a_y____.
b. Express service takes _3__h_o_u_r_s____.
password immediately
ⅲ. a plumber sent up to fix the bathtub at 10 a.m.
Received by Lingling Lu
Task 3 Mrs. Stone is traveling with her family. Having got to her room, she calls a room attendant to her room. Role play with your partner according to the situation below.
酒店退房英语情景对话
酒店退房英语情景对话c:goodmornin,sir.mayihelpyou?早上好先生，需要我帮忙吗?g:goodmorning,i'mleavingtoday.mayisettlemyhotelbillnow?早上好，今天我要离开.我现在想把在酒店的账单付了可以吗? c:yournameandyourroomnumber,please?请告诉我你的名字和房间号好吗?g:jackburnsinroom9102.杰克伯恩斯9102室c:didyouhaveyourbreakfast?你有吃酒店提供的早餐吗?g:yes.是的。
c:haveyouusedanyfacilitiessincethen?那你曾使用过酒店设施吗?g:no没c:justamoment,please.i'mpreparingyourbill...sorrytohavekep tyouwaiting.hereisyourbill,rmb1550yuaninall,including10%ser vicecharge.pleasecheckit.请等一下。
请检查一下.我准备您的帐单...对不起，让您久等了。
这是您的账单，人民币1550元，包括各方面10%的服务费。
g:that'sright.对的c:youhavepaidadepositofrmb2000yuan,haven'tyou?你已支付2000元存款，对吗?g:yes.hereisthereceipt.是的，这是收据。
c:thankyou.hereistheinvoiceandyourchange.haveacheck.please.谢谢你，这是你给的发票，请检查。
g:it'squiteallright.thankyou.相当不错，谢谢你。
c:you'rewelcome.wehopeyouwillenjoyyourjourney.不用谢，我们希望你能喜欢你的旅程。
英语教学课件Lesson-5-Hotel--Room-Service
36.请在明天早上7点叫我起床。 I need a morning call at seven tomorrow morning.
43
37.我想在房里用餐。 We would like to have our meals in our
40
25. 麻烦你们来看一下好吗？ Could you check it out, please? 26. 你能修好吗？ Could you fix it? 27. 我马上处理这件事。 I’ll have that taken care of immediately. 28. 房里的保险箱怎么用？ How do I use the safe in my room?
room. 38. 请问您要点些什么？ What would you like to order? 39.请送两份西式早餐到615号房。 This is Room 615. Could you please send up
a continental breakfast for two people? 40. 你们有衣服送洗的服务吗？ Do you have a laundry service?
ROOM NOW
• 送洗衣物 • 内线电话 • 外线电话 • 长途电话 • 国际电话 • 「请勿打扰」告示牌
• 「请打扫房间」告示 牌
31
Conversations
32
The air conditioner in my room
doesn't work.
Steven: Is this the front desk? Front Desk: Yes, sir. What can I do for you? Steven: This is Room 705. The air
酒店英语unit 5 luggage service
Excuse me, sir/madam. Do you need
____________________?
My help with your luggage Me to get a trolley/cart A wake-up call
您需要我帮您拿行李吗？ 您需要我帮您推辆行李车过来吗？ 您需要电话叫早服务吗？
请小心台阶。 请小心碰头。 请当心 请拉好扶手 请小心台阶
Exercises
Exercise I: Complete the following dialogue according to the Chinese in brakets and then read it in roles. J=Jane (Doorman) S=Stephen Nobel (Guest) ___________________________________________________________________ What is the hurry, sir? May I help you? J: (先生,您有什么急事吗?我能帮你什么吗?) S: Yes. Can you get me a taxi? Please wait a moment. I will ask the bellboy to get one for you. J: ___________________________________________________________________ (请稍等片刻｡我们让应接员替您叫车｡) S: I have an appointment with my client at 800 p.m. Not much time for me. J: ___________________________________________________________________ Everyone is getting off work now, so taxis are hard to find. (现在是下班时间,所以很难找到出租车｡) S: I can’t wait too long. But we will try our best. I think it will come very soon. J: ___________________________________________________________________ (但是我们会尽力叫车｡我想车很快就会来的｡) S: OK, thank you.
酒店情境英语-客房服务
17
G: Ok. Thank you very much.
H: You are welcome. I’m sorry to have disturbed you, sir. G: That’s all right. Good-bye. H: Good-bye, sir.
7
案例十七分析
• 本例反映酒店管理上的问题： • 1、员工培训方面，管理人员片面强调服务员执行规定和 按程序操作，没有把服务上的灵活性告诉他们，一切规范 和程序的根本是保证质量，因此制定各种规范和程序的惟 一依据是在客人的立场上为客人考虑。一味强调程序固然 能在一般情况下保证大多数客有满意，毕竟还有一部分客 人特殊需求不在规范之内。甚至可能与酒店服务程序有悖。 只有那些特殊需求是合理的酒店应予以尽量满足。 • 2、服务员在工作中一定要灵活机智处理每件事情，绝不 能麻痹大间造成不好的后果，减少酒店潜在客源。
12
Besides room cleaning, the housekeeper ought to check the consumption of the expendables in the room, such as things in the mini-bar, and make necessary supply timely. 除了房间打扫，客房服务员还应该检查房间物品 的消费，例如冰箱，及时补充。 If there is anything wrong in the room, he should firstly inform the captain, who will decide which department ought to be reported to.
HotelEnglishConcierge酒店英语-礼宾服务ppt课件
case
箱子
baggage
行李
carry-on
手提行李箱
shoulder bag 挎包
suitcase
衣箱；手提箱
belongings
物品；财物
article
物品
wallet
钱包
handbag
手提包
backpack
背包
精品课件
Listen to the sentences, repeat and translate
精品课件
Lesson 2 我可以带您去您的房间了吧？ May I Show You to Your Room?
Talking to the Guest 情景会话 Bellboy: Good morning, sir. Guest: Good morning. Bellboy: May I show you to your room
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精品课件
精品课件
Your turn to try now.
Listen to the words and repeat.
comb
梳子
razor
剃须刀
soap
肥皂
astray
烟灰缸
wardrobe
衣柜
television
电视
mirror
镜子
plug
插头
air-conditioner 空调
看 =show sb sth. My pleasure.=(It’s) my pleasure.=You’re
welcome. =Not at all.
精品课件
退房英语流程
退房英语流程If you're gearing up for a hotel stay that's about to end, knowing the English process for checking out can make your departure as smooth as your arrival. Here's a concise guideto make your check-out process a breeze.First things first, gather all your belongings and ensure nothing is left behind. Next, head to the front desk whereyou initially checked in. Approach the receptionist with a friendly "Good morning/afternoon," and let them know you're ready to check out. They will likely ask for your room number and the name you used to make the reservation.While they process your check-out, they'll ask if you'dlike to settle any additional charges that may have incurred during your stay, such as minibar items or room service. If you have a credit card on file, they'll use that to chargeany outstanding fees. If not, you'll be asked to pay at this point.After settling the bill, the receptionist will hand you a receipt as confirmation of your payment. It's always a good idea to review this to ensure all charges are correct. If everything looks good, you can express your gratitude with a simple "Thank you," and inquire if there's anything else you need to do.Should you have any feedback about your stay, now is thetime to share it. Whether it's positive or constructive, your comments can help the hotel improve its services. Lastly,don't forget to ask if there's a luggage storage service if you have plans to explore the city before your departure.With a final nod of appreciation and perhaps a tip if you feel the service was exceptional, you're all set to hit the road. Remember, a courteous and organized approach to checking out can make the process quick and pleasant for both you and the hotel staff.。
退房英文流程
退房英文流程【中英文版】Title: Check-out Process in English中文标题：退房英文流程1.Upon your decision to check-out, the first step is to inform the front desk of your intention.2.您决定退房后，第一步是通知前台您的意图。
3.The front desk staff will then ask for your keys and room card, and check your account to confirm all payments.4.前台工作人员将then 要求您交出钥匙和房卡，并核对您的账户以确认所有付款。
5.After confirming that everything is in order, you will be requested to sign a check-out sheet as a confirmation of your departure.6.在确认一切正常后，您将被要求签署一份退房单，以确认您的离开。
7.The staff will then return your deposit, if applicable, and provide you with a final invoice, if requested.8.如果适用，工作人员将then 退还您的押金，并为您提供最终账单，如果您有要求的话。
9.You will then be free to collect your belongings and leave the room.10.之后，您可以收集您的物品并离开房间。
11.Once you have left the room, it is advisable to double-check that you have not left anything behind.12.一旦您离开房间，最好再次检查一下，确保您没有遗漏任何物品。
人民大2024酒店英语 课件Orientation of Recreation
Chess & Card Room
The chess and card room in the hotel is place for people to play chess and card games, and is a relatively popular place for entertainment. Chess and card rooms are open in different ways according to different levels, such as mahjong, chess clubs and so on.
Orientation of Recreation
The Role of Recreation
The Recreation Center in a hotel provides services such as fitness, cosmetology, entertainment as well as amusement. It’s an important and indispensable component of a hotel which can enhance a hotel’s reputation and increase its turnover. Generally, in a topnotch hotel, guests can enjoy abundant activities in health club, swimming pool, tennis court, golf driving range, karaoke bar, night club, beauty salon and the like.
The Fitness and Recreation Department of the hotel can be seen as the branch of the hotel that can make the guests feel happy. It can supply all kinds of entertainment. If a guest feels uncomfortable or feels tired, he can go to the Recreation Department to make his body relax.
酒店情景英语-5u2
• the registered mail 挂号信
• receipt n. 收据,收条
• aerogram n. 航空信件; 航空邮简
• roll n. 名单,名册
• string n. 绳子
• mail box 邮箱;信箱
• ordinary letter 平信
• registered letter 挂号信
him . Scene Two : 2. A guest comes to mail some urgent letters to his business partners, You , the business clerk suggest that
he could have express service.
2. Sending a Letter
Scene: Jack wants to send a letter, and he is asking the receptionist about the way to the post office.
3、Sending parcels
Scene: A customer walks into the post office to send a parcel, and the clerk is
giving him some information .
4. Sending Money
Scene: Bob wishes to send some money t London, the clerks are
serving him.
Words and Expressions
• the certified airmail 航空挂号信。
• postal order 邮政汇票
酒店退房英语情景对话
酒店退房英语情景对话c:goodmornin,sir.mayihelpyou?早上好先生，需要我帮忙吗?g:goodmorning,i'mleavingtoday.mayisettlemyhotelbillnow?早上好，今天我要离开.我现在想把在酒店的账单付了可以吗? c:yournameandyourroomnumber,please?请告诉我你的名字和房间号好吗?g:jackburnsinroom9102.杰克伯恩斯9102室c:didyouhaveyourbreakfast?你有吃酒店提供的早餐吗?g:yes.是的。
c:haveyouusedanyfacilitiessincethen?那你曾使用过酒店设施吗?g:no没c:justamoment,please.i'mpreparingyourbill...sorrytohavekep tyouwaiting.hereisyourbill,rmb1550yuaninall,including10%ser vicecharge.pleasecheckit.请等一下。
请检查一下.我准备您的帐单...对不起，让您久等了。
这是您的账单，人民币1550元，包括各方面10%的服务费。
g:that'sright.对的c:youhavepaidadepositofrmb2000yuan,haven'tyou?你已支付2000元存款，对吗?g:yes.hereisthereceipt.是的，这是收据。
c:thankyou.hereistheinvoiceandyourchange.haveacheck.please.谢谢你，这是你给的发票，请检查。
g:it'squiteallright.thankyou.相当不错，谢谢你。
c:you'rewelcome.wehopeyouwillenjoyyourjourney.不用谢，我们希望你能喜欢你的旅程。
《酒店情境英语》M1U5Making apologies
• 13. Please forgive me. I didn’t mean to do that. • 请原谅我真不是有意那么做的。 • 14. Sorry，I really didn’t mean that. • 抱歉我真不是那个意思。 • 15. I’m sorry for giving you so much trouble. • 对不起给您添了那么多麻烦。 • 16. Excuse me. • 请原谅。 • 17. Please excuse my coming late. • 对不起我来晚了。 • 18. Excuse me for not calling you. • 很抱歉没有给你打电话。 • 19. I am sorry. That was really clumsy of me. • 对不起我太笨了。
Hotel English
Module 1 Daily Communications
Unit 5 Making apologies
Hotel English
Unit 5
Making apologies
• As a staff working in the hotel, we sometimes will make some mistakes while dealing with our guests. For example, if we haven’t got the room ready for the guests during their outing, we must apologize to the guests and ask for their forgiveness. In this unit we will learn how to make apologies.
《饭店情景英语》课件
上课方式： • 课本内容 • 学生自己发言
PART 1 The Front Office
The Manager's Remarks
Questions:
1. What is the aim of a hotel ? 2. Can you say something about the great importance of the front office ? 3. Why should the hotel staff have a strong sence of responsibility ? 4. How can the hotel achieve greater financial success ?
1
UNIT 3
礼宾部1
Concierge (1)
Dialogues
3-1 See-in Service（接机） 3-2 Introducing Hotel Service（介绍饭店服务） 3-3 About Slow Delivery of Baggaga （抱怨行李运送太慢）
1
UNIT 3
礼宾部1
UNIT 1
Room Reservations
Dialogues:
1-1 A Long Distance Call Reservations(长途电话预定) 1-2 A Group Reservation(团体预定) 1-3 A Face-to-face Reservation(门市预定)
New Wards:
Concierge (1)
Exercise 21
1.我们宾馆被认为是本市最好的五星级宾 馆之一。
酒店英语学习情境三：客房服务英语 cleaning the room(精选优秀)PPT
After finishing this task, you should be able to： ☆ Know the procedure of cleaning the room. ☆ Make up the room on guest’s request.
Working Procedures 工作程序
服务
• convenient adj. 方便的 disagree v.
不同意
• later adv.
稍后
turn-down service 晚床服务
• clean v.
清洁
make up
整理
Useful expressions
• 1. Asking whether start to do room cleaning.
Please perform the task according to the hints below with your partner.
角色A: 你是George Brown, 住在1501房间, 你要求客房服务员到房间清洁并提供夜床服务。
(3) May I 把下列图片贴在相应的步骤。
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Class activity
1. What should the front cashier do when the guests come to settle their bills?
2. After the guest checked out, what should the front cashier do?
eg: I really appreciate your help. efficient a. 有效率的，能干的 inquire v. 询问，查究
Word Reference:
stress v.强调；n. 强调，压力 attitude n. 态度，看法(towards) apt a. 有…倾向的，灵巧的 (to) eg, People are more apt to seek support from family
As we all know, checking out for guests is the most important duty that the front cashier has. Departing guests especially appreciate efficient check-out procedures. The cashier’s station is where the guests go to check out and settle their bills.
3. Do you think a rude cashier will affect your mood? If you meet such a cashier, will you complain to his/her boss?
Word Reference:
depart v. 离开，启程；a. 逝世的 depart for 开往…；去往…；动身去… depart from 离开；开出；从……出发 departure n.离开；出发；违背 laundry n. 洗衣店，洗熨 appreciate v.感激，赏识
A pleasant greeting when the guests come to settle their bills is necessary. Moreover, the effect of fast and efficient service in checking them out is obvious.
When handling check-out, the cashiers are trained to inquire about every recent charge, which may be unrecorded. All charges that a guest incurs must be entered, or posted, on his or her accounts as soon as possible.
The last is probably even more important. That is the impression that the guests carry home and is most apt to remember. It probably affects their attitude in later discussing the service of the hotel with their friends and business associates, and may decide whether they will come to the hotel again or he charge for the guest’s room, there may also be charges resulting from the use of the telephone, the laundry service, the restaurant, the room service , and so on .
When the guest agrees on the bill, he or she will pay in the manner of pre-stated, cash or credit card.
Hereafter, the cashier will keep room key and release “leaving notice”.
and friends, when they suffer. incur v.招致 incur hatred 结怨 hereafter ad.今后，从此以后 The Hereafter 来世 Sweet Hereafter 意外的春天 From Hereafter 从此后
Introduction
Hotel
《饭店
英语》 English
[Slang] What's the meaning of "Drop the ball" ?
A 把球丢掉 C 没有完成任务
B 把球捡起来 D 完成任务
Unit Five Check out
Check out
I Introduction
Can you give the answers to them ?
Thus the cashiers are the last members in the front office to come into direct contact with the guests.
As has been repeatedly stressed, first and last impression carries the most weight.
Finally, leaving information shall be recorded in the computer.