2 Topic 10 Check-out Contents: I. Task preparing II. Task presenting III. Task completingⅣ. Further developmentⅤ. Assignment
3 I. Task PreparingWhen checking out at the end of his stay, the guest should settle his bill. As most hotel bills are computerized today, the procedure should be accomplished very quickly and smoothly. The guest usually has paid a reservation deposit. If he has, the cashier should take the amount of his deposit out of the bill. If the guest settles his account in traveler's check, make sure that he countersigns the check in front of you. You should remind the guest to return his room key to the reception before he leaves the hotel.
4 1)About check out Three important functions of The Front Office : resolves outstanding guest account balances;updates room status information;creates guest history records ;
5 Resolves outstanding guest account balances: Guest account settlement depends on an effective Front Office accounting system that maintains accurate guest folios, verifies and authorizes a method of settlement, and resolves discrepancies in account balances.A guest can settle an account by paying cash, charging the balance to a credit card, deferring payment to an approved direct billing entity, or using a combination of payment methods.
6 Updates room status information The Front Office finds it most effective to settle a guest's account while the guest is still in the hotel.When pre-settlement verification activities are completed during check-in, the check-out time may be significantly reduced.
7 Creates guest history records : Check-out and settlement also involve the creation of the guest history record which normally contains personal and transactional information relevant to the guest's stay.Many Front Offices build their guest history files by assembling registration cards information into an inactive guest file.First, changing the guestroom's status from occupied to on-change on the room status report.
8 Then, the Front Desk notifies the Housekeeping Department of the guest's departure. A guest approaching the Front Desk should be greeted promptly and courteously.The Front Desk agent should check for any messages, faxes, or mail awaiting guest pickup.The Front Desk agent should also make sure that the guest has cleared his or her safe deposit box of in-room safe and returned the key.
9 2) Zeroing out the account : After determining the means of settlement, the cashier should then bring the guest's account balance to zero.Accounts can be brought zero through payment in full or by the transfer to a credit card or non-guest account.
10 3) The introduction of cashier Cashiers : members of the Controlling Department staff.Their location : the Front OfficeTheir relationship : in direct contact with many of the Front Office positions.
11 Duties of the Front Office cashier: posts revenue center charges to guest accounts;inquires about very recent charges;receives payment from guests at check-out;exchanges foreign currencies, cashes traveler's checks;coordinates billing of credit card and direct-billed guest accounts with the Accounting Division;balances accounts at the close of each shift;asks the departing guest if he or she has incurred any last-minute charges for the telephone or for food and beverage service and make the necessary posting;confirms how the guest intends to settle the account;
12 II. Task Presenting: 1) Sample dialogue C: Cashier G: Guest G: I'd like to check out now. Could you let me have the bill?C: Yes, of course, sir. May I know you room number?G: It's 678.C: One moment, please, and I'll get the bill ready.G: Thanks.C: Here you are, sir.G: Does this include service and tax?C: Yes, that's everything. And it shows the rate for the room and the extras are on the second page. How would you like to pay?G: By credit card, if that's OK. Here you are.C: That'll do nicely. Thank you. Could you sign here, please?G: Certainly.
13 2) Useful Words & Phrases resolve v. 解决update v. 更新verify v. 检验，查证authorize v. 核准，授权discrepancy n. 差异outstanding adj. 欠付的balance n. 余额，结存complimentary adj. 免费的transaction n. 交易，事务
14 expire v. 期满assemble v. 收集promptly adv. 迅速地courteously adv. 礼貌地pickup n. 领取incur v. 引起，招致posting n. 记账settle v. 支付，结账billing n. 入账exercise v. 行使shift n. 班次
15 crucial adj. 重要的associates n. 同事cordial adj. 诚恳的substantial adj. 相当多的audit v. 审计voucher n. 证据，票据coupon n. 凭证，代用券memo n. 内部通知mini-bar n. 客房内小冰柜refund v. 退款invoice n. 发票
16 guest folios 客人账户charge…to 记账defer…to 延迟settle the account 结账corporate account 公司账户revenue center 创收部门the means of settlement 结算方式zero out 结清payment in full 全额付款
17 1.Role-play III. Task completing : Directions: Work in pairs about this topic, one for guest, and another for hotel employee, finish the task of introducing the process and the objectives of check out in the hotel.
18 Key words, phrases for reference the cashiercollect payment from the guestcreate a positive parting impression on the guest .To update the room status, create a guest historydiscount or complimentary rate.return the room keycountersigns the check
19 2.Prepare an oral presentation about the benefits of electronic check-out
20 Expressions for reference helps to make the guest check-out work less tiring.helps to reduce the check-out queueoffers automatic foreign currency exchange,offers fast service to the guesthelps to increase hotel occupancy.
21 Ⅳ. Further Development Video clip ask personal information-酒店英语06_3.flv
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