ChapterFour

Checkout

退房Whatarethemainareasforcheckout?Whataspectsareneededincheckoutconversation?FrontdeskBelldeskcasher’sdeskhousekeeingpointofsalesbelldeskcasher’s1.confirmthebillandcollectthepayment2.inquiresatisfactionofstaying,provideservicerecoveryifnecessary3.offerluggageand/ortransportationservicesetc.Servicerecovery

服務(wù)補(bǔ)救

服務(wù)補(bǔ)救(ServiceRecovery)是酒店/餐廳服務(wù)提供者在發(fā)生服務(wù)失誤后做出的一種即時(shí)和主動(dòng)性的反應(yīng)，一個(gè)好的服務(wù)補(bǔ)救能夠維持并增進(jìn)與不滿意顧客的關(guān)系Servicerecoveryasatheoryofservicesmarketinghasgraduallybeenappliedtohospitalservices.服務(wù)補(bǔ)救作為服務(wù)營銷理論，已逐步應(yīng)用到醫(yī)院的服務(wù)實(shí)踐中去。Basedontheabovepassage,decidewhetherthefollowingstatementsaretrueorfalse.WriteTfortrueandFforfalse

1.____________Checkoutinvolvesthestaffofthefrontdesk.Mainareasforacheckoutarethebelldeskandthecashier’s.2.____________Whentheguestchecksoutthereceptionistprovidesservicerecoveryifnecessary,offersluggageand/ortransportationservicesetc.3.____________Thehotelstaffmustcontacttheguestwhohascheckedoutiftheyfindmistakesonthebill.4._____________Mostinternationalhotelchainssetupstandardcheckoutlengthbetween3-5minutesforeveryguest.5.______________Insomehotelsguestscancheckoutthemselvesoutofthehotelusinganin-roomtelevisionorguestroomtelephoneaccessviaanin-roomTV.Warmup預(yù)熱練習(xí)Referencewords:afteryou,trolley,touristsites,in-flightservice()（

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Aroomwiththefacilityofsinglebed.bellmanClaimtag

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Aroomwiththefacilityofsinglebed.bellmanClaimtag酒店名字客人姓名，地址郵箱地址客人到店離店日期時(shí)間，消費(fèi)項(xiàng)目總金額顧客簽名客人承諾消費(fèi)項(xiàng)目有哪一些呢？In-roomdinningTelephonefeeBusinesscenter-photocopy,faxetc.GiftshopLaundryserviceMinibarexpensesSpaRestaurants,bar￡￥€＄￥P＄S＄HK＄英鎊日元?dú)W元美元人民幣菲律賓比索Philippinepeso新加坡元港元

報(bào)出總數(shù)

That’satotalof…,please.

That’s…topay,please.

報(bào)出總數(shù)That’satotalofHK$1540,sir.Thatmakesatotalof1540HongKongdollars.That’sHK$2350topay.$1355totalbill$730restaurantbill$157minibarbill$468internationaltelecallsIncludetaxandservicechargeItincludesyourrestaurantbillfor$730,yourminibarbillfor$157andtwointernationalphonecallsyoumadeyesterdaytotaling$468.SothebalanceisHK$1355.Thatincludestaxandservicecharge.Soyou’vebeenchargedforfaxesyoudidn’tsend?把重點(diǎn)重復(fù)一下可以向客人表明你在專心聽他說話，而且同情他們的遭遇。重復(fù)可以保證不會(huì)把客人投訴的內(nèi)容理解錯(cuò)了說話的時(shí)候要使用降調(diào)，因?yàn)榻嫡{(diào)有同情的含義，可以讓客人相信你在認(rèn)真對(duì)待他們的投訴。Soyou’vebeenchargedforthefaxesyoudidn’tsend?所以你被收取了傳真的費(fèi)用，而你并沒有使用過對(duì)嗎？所以你被收取了你并沒有使用過的電話費(fèi)對(duì)嗎？Soyou’vebeenchargedforthecallsyoudidn’tmake?所以你被收取了你并沒有看過的電影的費(fèi)用對(duì)嗎？Soyou’vebeenchargedforthefilmsyoudidn’twatch?道歉句式Iamterriblysorryforoverchargingyou.Ireallymustapologise英式/apologizefortheinconvenience.Pleaseacceptmyapologiesforourmistake.Ishouldliketoapologizeforwastingyourtime.CaseStudy案例分析

1)Ifaguestwantstodelaythecheck-outtimeto3:00pmintheafternoon,wouldyouchargeextramoneyforthelatecheckout?如果一個(gè)客人想延遲退房到下午三點(diǎn)，你會(huì)額外收錢嗎？2)Ifaguestinsistsonstoringanecklaceatthehotelforonedaywhencheckingout?Wouldyouacceptit?一個(gè)客人在退房的時(shí)候堅(jiān)持想寄存她的項(xiàng)鏈，你會(huì)接受嗎？Translation翻譯

1)Rightoutsidethelobbythereisataxistand.Youcantakethetaxitotheairport.______________________________________________________________2)I’vedoublecheckedthebill.Ifeverythingiscorrect,pleasecheckandsignhere.__________________________________________________