Unit 13 Check-out

Topic 1: Checking-out

Background Information

Specialized computer terminals with a telephone, touch screen and magnetic stripe reader are used to access a customer’s bill from various locations within a hotel, such as a restaurant and bar. When checking out a customer can review the bill and can be automatically linked to a customer service representative (CSR) over voice and data links.



Groupware permits the customer and CSR to cooperatively review the same version of the bill on their respective terminals and resolve any disputes.Ways of payment:Pay in/with cash 付现金Pay by/with credit card 用信用卡付款Pay with a traveler’s check 用旅行支票结账Pay with new Taiwan dollars 用新台币付款


Situational Dialogue

The departure date is coming, so Mr. White goes to the reception desk to check out.(A: Mr. White B: Zhang Li C: Receptionist)A:I’d like to check out.B:Would you care to step over to the cashier to pay?A:Where is it?B:It’s just over there to your right.A:OK. Thank you!C:Good morning sir. May I help you?



A:We’ll be leaving early tomorrow morning. So I’d like to settle my bill today.C:Very good. We will have to disconnect your IDD line at 5:30 this afternoon, so it would probably be more convenient for you to settle your bill after 5:30 if you have any overseas calls you need to make today.A:OK. I’ll come down around 7:30 then, is that OK?C:That’s fine. We’ll have your bill ready.A:Thanks a lot!C:Good evening, Mr. White. We have your bill ready.



A:And the total is…?C:It comes to 12,050 Yuan ． How will you be settling your account, in cash or by credit card? A:Do you accept American Express?C:I’m very sorry sir, we do not accept it.A:How about Visa? We just ran out of RMB.C:Yes, of course. I’m afraid we will need an imprint of your credit card with your signature on it.A:OK. No problem.



C:Thanks for your cooperation. And here’s your receipt. Please remember to turn in your room key to the receptionist.A:I will. Goodbye.


Vocabulary

cashier 出纳柜台check-out 退房computer terminal 计算机终端disconnect 切断，断开IDD(International direct dial) 国际直拨长途电话imprint 复印件magnetic stripe 磁条receipt 收据，发票


Vocabulary

resolve 解决settle 支付，结算specialized 专门的，专用的


Notes

1.would you care to… 要不要……Eg. Would you care to go for a walk? 你要不要出去散散步？2.be convenient for… 方便……Eg. Is this evening convenient for you to go out? 今晚方便出去吗？3.American Express 美国运通卡4.ran out of 用完Eg. I just ran out of change myself. 我把零钱花光了。


Notes

5.please remember to… 记得做某事Eg. Please remember to write to me. 记得给我写信。6.turn…in 上交Eg. You must turn in your paper before Friday. 周五之前必须交论文。


Useful Sentences

For a receptionist1.Here’s your bill, please check it. 这是您的账单，请过目。2.How are you paying, sir?/How will you be paying, sir? 请问您用什么方式结账，先生？3.What do you hold, cash or traveler’s checks? 你手头是现金还是旅行支票？4.Here’s your deposit, your change and receipt. 这是您的押金、找零和收据。


Useful Sentences

5.Please give us the authorization of 2,000 Yuan from your credit card as the deposit. 我们将从您的信用卡中要出 2 000元的授权作为押金。6.Sorry. We will help you to finish the refinement procedure. The money will be refunded to your credit account. 实在是对不起，我们为您办理退款手续，退款将会汇到您的信用卡账户中。


Useful Sentences

For a client1.I’m checking out today, give me the bill, please.我今天要结账离店，请把账单给我好吗？2.I’m going to check out tomorrow but will be back in a week’s time. Can I leave my luggage here?我会在明天退房，但一星期后会回来，请问我可以把行李存在酒店里吗？


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Tina is checking out now.(A: Receptionist B: Tina)A:Good morning, madam. May I help you?B:Yes, I’m checking out today. ___________________(我能现在结账吗？ )A:Certainly, madam. __________________________(我可以知道您的名字和房间号码吗？ )B:Tina, Room 541.


Exercises

A:One moment. ______________________________(我给您打出账单。 )B:OK. A:Here’s your bill, madam. B:Can I pay by check?A:Sorry, madam. _____________________________(我们不接受私人支票。 )B:Too bad. Then do you take this credit card?A:Yes, madam. Thank you very much.


Exercises

2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mr. Smith, an American, has lived in Shangri-la Hotel in Beijing for 5 days, and he is going to leave the next day, so he wants to check out in advance. You and your partner should play the role of Mr. Smith and the receptionist.


Knowledge Links

Late Check-outLate check out generally means that you’re going to stay beyond the designated hour for getting out of the hotel. In many hotels it’s as early as 11 and sometimes it’s noon. More commonly, check out is at 1 p.m. But if your flight isn’t until 4:00 and your check out is at 11:00, what are you supposed to do for those extra hours? You can call the front desk and ask for late check out. Generally they’ll grant that.


Knowledge Links

It’s very helpful to them because it increases customer satisfaction and it’s helpful to you because you’re not standing around in a hotel lobby or spending time in an airport.


Knowledge Links

Pay the Bill by Credit CardIn case when the guest wants to pay his bill by credit card the cashier should always follow the procedure below：(1) Check and see if the card is still valid. The expiration date can be found at the front bottom of the card．(2) If your hotel has received a warning notice, check and see if the guest’s card number is listed on the latest copy. If it is, the cars is no good.


Knowledge Links

Remember the person’s room number and remember how he/she looks if possible and report it to your superior immediately, if the guest’s card is not listed on the latest copy of warning it is good.(3) Imprint the card onto a sales voucher and then write out on it the amount of transaction and date．(4) Make sure that the amount of sales dose not go beyond the authorized credit limit．(5) Ask the cardholder to sign in the designated space and then compare the signature with the signature panel on the back of the card．


Knowledge Links

(6) Give the cardholder’s copy to the guest and keep the establishment copy in your files for one year. Mail the remaining copy to the credit card company within specified number of days accompanied by a complete summary card．

Topic 2: Reviewing the Bill


When you’re actually checking out, be sure to review your entire bill. Check that all of the charges are exact, and that you have a paper statement or receipt to walk away with. Related words about hotel price:Net rate：净房价，指房价中除去佣金、税收、附加费等剩下的纯房间收入。Tariff：价目表，是一种向客人提供酒店的房间类型及房间价格等信息的资料。



Day use：半天用房，指客人要求租用客房半天，不过夜。一般租用时间为六小时以内退房时间为下午六点钟以前，房价是全价的一半。 Average room rate：平均房价，计算方法：客房总收入除以总住房数。Package：包价服务，指宾馆将几个项目组成一个整体，一次性出售给客人。Night audit：夜间稽核，主要负责复核各营业点的营业收入报表、单据、客人房租是否正确，各类特殊价格的审批是否符合规定，发现错误应立即更改，以保证酒店营业收入账目的准确。



House credit limit：赊账限额，指酒店允许客人在酒店内消费赊账的最高数额。Rack rate：门市价格，是指客人直接在酒店购买客房商品的价格。Coupon：客人已支付费用的住宿凭证。Master folio：总账户，两人或两间房以上发生的所有费用有一个特定账户来记录，结账时统一结算，此账户称总账户。Advanced deposit：预付订金，指客人在订房时所交纳的订金。



Mr. White has found some mistakes in his bill and he is asking the receptionist to explain it.(A: Mr. White B: Receptionist)A:I’m Mr. White from 506. I just paid my bill, but there is something that I don’t understand. May I have the itemized bill please?B:Of course. Let me go through the bill with you.A:What is this for?B:This is the bill for your mini-bar consumption, Mr. White. Did you take anything from it?



A:Mini-bar? Oh, yes, I took an orange juice from it this morning. But I haven’t made any telephone calls from the hotel. There’s a telephone charge here for 95 Yuan.B:Really? Let me check again. I’m terribly sorry, Mr. White. This call was made before you checked in. I will deduct the amount from your bill and return the money to you.A:OK. B:Sorry again.



A:That’s no problem. It’s always really busy at check out time anyway.B:Thank you for being so understanding. What questions do you still have for the bill?A:Nothing more. By the way, when will you return my deposit?B:We will return it when you turn in your room keys.A:I see. Thanks.B:You are welcome.


Vocabulary

consumption 消费，消耗entire 全部的，整体的go through 查看itemized bill 账单明细statement 结算单，报表telephone charge 电话费


Notes

1.take from… 从……取得Eg. Part of her article is taken from my book on the subject. 她论文的部分内容摘自我的研究课题。2.deduct from… 从……扣除Eg. The cost of the breakfasts will be deducted from your pay. 早餐费用会从您的已付款中扣除。


Useful Sentences

For a receptionist1.I said that was a collect call.我说过那是一通受话者付费的电话。2.Just a second, sir. I will correct it.请稍等一下，先生，我改一下。3.Perhaps you did not know that we just changed the room rates?可能您不知道我们的住房费率，对吗？


Useful Sentences

For a client1.The bill is incorrect. 账单金额不正确。2.I never had room service. 我没叫过客房服务。3.I didn’t make any outside calls. 我没有打过外线电话。4.Would you please ask your supervisor?你可以问一下你的主管吗？5.There must be a mistake. The bill is way too much.一定是弄错了，账单金额太多了。


Useful Sentences

6.Is this the fee for my international call to Tokyo? 这是我打电话到东京的国际电话费吗？7.You see, I was charged for a long distance call.你看，我的账单上多算了一笔长途电话的费用。8.I should be paying for a deluxe suite, not a presidential suite.我要付的是豪华套房的钱，而不是总统套房的。9.Why are you charging me for two whiskies from the mini-bar? I don’t drink alcohol.为什么你们算了我从迷你吧拿了两瓶威士忌的费用？我根本不喝酒。


Useful Sentences

10.Just now I checked out here. But back in my room, I found that there might be something wrong with the bill.我刚刚退房了。但是我回到我的房间，我发现账单有点问题。11.I checked in on the 26th and will leave this morning. That’s exactly three days, I think. But I paid for three days and a half.我是在 26号入住的，而且今早会离开。应该是 3天，我认为。但是我付了 3天半的钱。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.A guest is asking a receptionist to explain his bill.(A: Receptionist B: Guest)A:What can I do for you sir ?B:I’m sorry, ____________________________(我不理解这个账单。 ) ____________________(请给我解释一下好吗？ )A:Of course. B:______________________( 那 200元是什么费用？ )


Exercises

A:This is the bill for your __________________(客房服务消费。 )B:Oh, I know. Why am I being charged for breakfast? _______(早餐应该包括在房价里的。 )A:__________________(我再帮您查查看。 ) Oh, you are right. I am truly sorry about that.B:You will be highly appreciated if you return the money to me.A:I’m terribly sorry, sir. Here’s your money.B:Oh, good.A:Any questions?


Exercises

B:Nothing more. I need to go now.A:OK, goodbye sir.2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Student A:Suppose you are a businessman, lived in Shangri-la hotel and you just picked up the bill, but you found some mistakes, then you go to the counter and seek for the answers.


Exercises

Student B:Suppose you are a receptionist of the Shangri-la Hotel and a guest is coming to ask some questions about his bills. You need to check it for him and provide the answers and ways of solving problem.


Knowledge Links

Will the Hotel Waive the Fees If I Do Not Use the Services?

A hotel won’t waive the fees if you don’t ask. I think the important thing to do is, if you see a fee on your bill that you’re unhappy about, or for a service or amenity that you did not use, ask in a reasonable way if that fee can be waived. Very often hotels will accommodate that, but not always. You won’t know unless you ask.


Knowledge Links

How to Use Your Auto-club Card to Get A Hotel Discount

Auto Club cards come in very handy when you are booking hotel rooms and looking for a discount. You should always ask if the hotel offers a discount for your Auto Club membership.

What Can You Take from Hotel Rooms?Most hotels want you to feel at home in your room, so they fill it with nice things. Really nice things. You might enjoy them so much you want to take them home with you.


Knowledge Links

Before you stuff that fluffy robe or that pretty decorative pillow in your suitcase, take a minute to learn what you can and can’t take home from your hotel room.

Free Hotel AmenitiesHotel guests have been known to take just about anything that isn’t bolted down. Towels, blankets, irons, blow dryers, coffee makers, alarm clocks, TV remotes, telephone cords, the paintings off the wall and even the Bible are commonly stolen from hotel rooms.


Knowledge Links

So what can you take from a hotel room without being considered a bad guest? Basically, you’ll want to limit your pillaging to the bathroom. Shampoo, conditioner, body lotion, and other bathroom amenities are fair game, since they can’t be reused for the next guest. Bathroom slippers are usually complimentary as well, since they can’t be used again, but leave the robe behind.


Knowledge Links

Stationary, like logo pens, notepaper, postcards and envelopes, are also left for your use and can be used or packed away for later. Everything else should be considered property of the hotel and should be left in the hotel room when you leave.

Hotel Room ChargesWell, you can take it with you, but expect the hotel to put an extra charge on your bill when it’s discovered missing.


Knowledge Links

Yes, even the robe. Robes are such a popular item for guests to take that many hotels have taken to listing the charge right on the hanger.

Purchasing Hotel Room ItemsA better idea is to visit the gift shop for that pillow or robe you can’t live without. You’ll get a brand new version for the same price.


Knowledge Links

Many hotels now have online stores, where you can purchase everything from those 700-thread-count sheets and plush towels, to the lamps, showerheads and even the hotel’s bed itself. All brand-new, and you don’t have to worry about fitting it in your suitcase.

Topic 3: Completing the Check-out


Hotels might see their guests off by wishing them a safe trip back or the bellboy might help the guests with their luggage into a taxi and saying goodbye. Usually a friendly smile or a warm goodbye is how hotel staff sees their guests off.



Mr. White is leaving the hotel at the moment.(A: Receptionist B: Mr. White)A:Excuse me, sir. Did you remember to return your keys?B:Oh, I’m sorry! I almost forgot. Here you are.A:Hope you had a good time.B:I sure did. A:We were so happy that you chose to stay with our hotel.B:Me too. You were all so kind to me and my family.



A:It was our pleasure. Hope you stay longer. next time.B:I will.A:Let us know when you plan to visit Beijing next time.B:No problem.A:Would you like some help with your luggage?B:I think we can do it ourselves if we can borrow your trolley.A:Certainly. Just a moment, please. I’ll get it for you.



B:Much appreciated.A:Don’t mention it. I wish you a happy trip.


Vocabulary

trolley 手推车appreciate 感激


Notes

1.see…off 送行Eg. Thousands of people were at the airport to see them off. 很多人去了机场为他们送行。2.I wish you a happy trip. 旅行快乐！


Useful Sentences

For a receptionist1.At your service.乐意为您效劳。2.Glad to be of service.很高兴为您服务。3.Hope you had a good time.希望你们玩得开心。4.Keep our card with you.请带着我们的卡片。5.We hope to see you again soon.希望能很快再见到您。


Useful Sentences

6.Keep in touch with our hotel.请与我们酒店保持联系。7.Give us more notice/Please inform us the next time you visit Beijing.下次来北京请通知我们。For a client1.It’s a good experience.这是一次愉快的经历。2.It’s been a very great trip.这次旅行实在太棒了。


Useful Sentences

3.Thank you for your hospitality. 谢谢你们的热情好客。4.Thank you for taking care of/looking after me.谢谢你们照顾我。5.Your hotel provided excellent service.你们酒店提供的服务相当好。


Exercises

1. Complete the following dialogue according to the Chinese in brackets and then read it in roles.Peter is leaving the hotel.(A: Receptionist B: Peter)A:_________________________(对不起让您久等了。 ) _________________________ (能为您效劳吗？ )B:Never mind. ______________________(我要退还钥匙。 )A:Oh, good. _________________________(这是您的押金。 )B:Thank you.


Exercises

A:Would you like some help with your luggage?B:Could I borrow your trolley?A:Sure. _____________________________________(请随意做您想做的吧。 )


Exercises

2. Role Play. Make up a dialogue based on the following situation and role-play it to the class.Mr. White and his family want to leave the hotel, they want a bellboy to help them with the luggage and call a taxi for them. A receptionist received them and rendered help. After exchanging greetings and giving appreciative words, the receptionist sees them off. You and your partner should play the role of Mr. White and the receptionist.


Knowledge Links

Expressions Related with Farewell1. 申明要道别的理由：I must be off now. 我得走了。Well, I’ll really have to get on my way. 我真的要走了。Now, I mustn’t keep you any longer. 对了，我再也不能留你了。2. 评价会面的效果：It’s been nice talking to you. 与你这次谈话非常愉快。Well, I don’t think all this has got us far. 我想我们这样也谈不出什么名堂来了。


Knowledge Links

3. 表示对双方将要分别后的情况的关心：Take care now. 请多保重。Mind how you go. 路上当心。4. 提及将来可能的会面：See you next week then. 那我们就下周再见吧。Can we fix a date for next time? 我们定一下下次见面的时间吧？5. 问候双方都熟悉但与听话者关系更密切的人：Give my regards to Mary. 代问 Mary好。Say hello to the kids. 请向小家伙们问好。


Knowledge Links

6. 在交谈对方都正式准备告别时，便可利用以下一些道别用语：(1) Goodbye ！再见！ (2) Bye ！再见！(3) Bye-Bye ！再见！ (4) So long ！再见！(5) Good Night！晚安！ (6) Good luck ！祝好运！(7) Bon Voyage！借自法语，意为“祝一路顺风！”(8) See you ！再见！ (9) Take care. 保重(10) Later. 回头见。 (11) Farewell. 再会(12) Until we meet again (next time.) 下次见。(13) See you later, (alligator.) 俏皮的说法：回头见。

　　　谢　　谢！

Unit 13 Check-out

Documents

Transcript of Unit 13 Check-out