Lesson Five　Check-out Service

Objectives

To help the students master useful expressions and sentences aboutcheck-out service.

To help the students familiar with duties of check-out service.

To help the students make some dialogues about check-out service.

Warming Up

1. Look at the following pictures and fill in the blanks according to the corresponding descriptions.

　　　　　　is an important service in hotel which is conducted at the front desk when the guests finish their stay in hotel.

When guests want to leave hotel, they will go to the front desk and need to settle their 　　　　　　.

Dialogues

Key sentences:

You have paid an advance deposit of RMB500, haven’t you?

How do you wish to settle your account, sir? In cash or credit card?

Could I have my bill settled, please?

Mr. Smith, do you have any charges during your stay here?

What card do you have?

Pre-questions:

1. Do you know how to check out in a hotel?

2. How do you usually pay for a bill?

3. If there are some mistakes on you bill, what will you do?

Dialogue 1

Cashier:　　　Good morning. May I help you?

Guest:　　　　Good morning. I want to check-out. May I have my bill?

Cashier:　　　Certainly, sir. Can I get your name and room number, please?

Guest:　　　　My name is John Walker. I was in room 2002.

Cashier:　　　Yes, Mr. John Walker. You checked in a week ago in the morning of April19, didn’t you?

Guest:　　　　Yes.

Cashier:　　　And when are you leaving?

Guest:　　　　Around 11:00 a.m.

Cashier:　　　Okay. One moment, please. I’ ll print the bill for you. Sorry to have kept you waiting. Here you are. The total for your stay comes to RMB 1540. All the charges are itemized.Please take a look and check it.

Guest:　　　　All right. That’s correct.

Cashier:　　　You have paid an advance deposit of RMB500, haven’t you?

Guest:　　　　Yes, here is the receipt.

Cashier:　　　Thank you. How do you wish to settle your account, sir? In cash or credit card?

Guest:　　　　In cash.

Cashier:　　　This is your invoice and your change RMB60.Count it, please.

Guest:　　　　That’s quite all right. Thank you.

Cashier:　　　We hope you’ll enjoy your trip, Mr. Walker. Goodbye.

Dialogue 2

Cashier:　　　Good afternoon, sir. May I help you?

Guest:　　　　Yes. Could I have my bill settled, please?

Cashier:　　　Certainly, sir. Which room, please?

Guest:　　　　1203. Mr. Smith.

Cashier:　　　Just a moment, please. Mr. Smith, do you have any charges during your stay here?

Guest:　　　　I had breakfast every day, but I used your coupons and paid for it.

Cashier:　　　Have you used any hotel services?

Guest:　　　　Yes, I used wake-up service this morning.

Cashier:　　　All right. Here is the bill, sir. Please check it.

Guest:　　　　OK. Let me see. What is the 5 dollars for?

Cashier:　　　It is for the mini-bar. Let me check. You drink a bottle of beer.

Guest:　　　　No, I don’t drink anything. You can send a staff to have a check.

Cashier:　　　I’ ll check it with the department concerned. Please wait a moment.
(Several minutes later)

Cashier:　　　I’ m terribly sorry. We make a mistake. You really don’t drink the beer.

Guest:　　　　Okay. You should be careful.

Cashier:　　　Yes. I correct the bill for you right now. And how would you like to pay the bill, sir?

Guest:　　　　I want to pay with traveler’s check.

Cashier:　　　All right. The total is 800 dollars.

Guest:　　　　All right, here you are.

Cashier:　　　Mr. Smith, could you please sign your name here?

Guest:　　　　Oaky.

Cashier:　　　Thank you and here is your receipt. Do you need bellman to help you carry luggage?

Guest:　　　　Yes, I have packed them.

Cashier:　　　I will call the Bell Captain to send it down for you.

Guest:　　　　Thank you.

Cashier:　　　You are welcome. Have a nice trip.

Dialogue 3

Guest:　　　　Good morning. Is this desk open?

Cashier:　　　Yes, it is. May I help you?

Guest:　　　　I am leaving today. May I have my bill?

Cashier:　　　Your name and room number, please?

Guest:　　　　Mr. Singh. Room 2016.

Cashier:　　　Mr. Singh.Have you used the mini-bar or other services?

Guest:　　　　No.

Cashier:　　　OK. Mr. Singh. One moment, please. Your bill totals 880 Yuan RMB. Here you are. Have a check, please.

Guest:　　　　Correct. Can I pay by my credit card?

Cashier:　　　Of course. What card do you have?

Guest:　　　　Master Card.

Cashier:　　　Fine. Let me take an imprint of it.

Guest:　　　　Here you are.

Cashier:　　　Thank you. Just a moment. Please sign your name on the print, Mr. Singh.

Guest:　　　　OK... Here you are.

Cashier:　　　Thank you. Please take your credit card and keep the receipt. I hope you had a nice stay here.

Guest:　　　　Thank you. One more thing. I’ d like to change some US dollars.

Cashier:　　　According to today’s exchange rate, every US dollar in cash is equivalent to 6.8 Yuan, RMB. How much would you like to change, sir?

Guest:　　　　Well, I’ ll change two hundred and here’s the money.

Cashier:　　　Please fill in this exchange memo, your passport number and the total sum, and please sign your name here.

Guest:　　　　All right. Thank you.

Cashier:　　　You are welcome. Here is the money. Please have a check and keep the exchange memo.You can go to the Bank of China or the airport exchange office to change the left money back into dollars by showing the memo.

Guest:　　　　Oh, that’s right. Thanks a lot.

Cashier:　　　You are welcome. Have a nice day.

Vocabulary

Useful Expressions

1. Good morning. I want to check-out. May I have my bill?

早上好。我想退房。可以结账吗？

2. Can I get your name and room number, please?

请问您的姓名和房间号是什么？

3. And when are you leaving?

请问您什么时候离开？

4. One moment, please. I’ ll print the bill for you.

请稍等，我给您打印一下账单。

5. The total for your stay comes to RMB 1540, including10% service charge.

您的住宿费用为人民币1540元，包括10%的服务费。

6. All the charges are itemized. Please take a look and check it.

所有的费用都是分项的。请检查一下。

7. You have paid an advance deposit of RMB500, haven’t you?

您已经预付了500元人民币的定金，对吗？

8. How do you wish to settle your account, sir? In cash or credit card?

先生您想怎么结账？现金还是信用卡？

9. This is your invoice and your change RMB60.Count it, please.

这是你的发票和60员零钱。请数一下。

10. We hope you’ll enjoy your trip.

希望您旅途愉快。

11. Could I have my bill settled, please?

请问现在我可以结账吗？

12. Do you have any charges during your stay here?

你在这里居住期间有任何费用吗？

13. Have you used any hotel services?

您使用酒店服务了吗？

14. I had breakfast every day, but I used your coupons and paid for it.

我每天都吃早餐，但我用了你的优惠券并付了钱。

15. I’ ll check it with the department concerned. Would you mind waiting for a moment?

我将和有关部门核对一下。您能等一会儿吗？

Exercises

1. Questions and Answers

(1) Who usually help guests checkout in hotel?

(2) What is the procedure of check-out service in hotel?

(3) What are guests’ common ways used to settle the account?

2. Match the words or expressions in Column A with their Chinese equivalents in Column B.

3. Translate the following abbreviations on the bills into Chinese.

RC = Room Charge

T = Telephone Call Charge

L.DIST = Long Distance Call

RESTR = Restaurant

L = Laundry

MISC = Miscellaneous

TR.CH = Transfer Charge

TR.CR = Transfer Credit

PD.OUT = Paid Out

PAID = Paid

C.I.A (Cash In Advance)

P.I.A. (Paid In Advance)

B.N.P. (Bill Not Paid)

4. Read the passage and decide if the statements are true (T) or false (F).

The duties of cashier are a lot, such as settling guests’ accounts, making changes, cashing, traveler’s checks, exchanging foreign currencies. balancing accounts at the close of each shift, and so on. Check-out service means settling the account for the guests. Like the check-in procedure, check-out procedure takes only a few minutes when the system works efficiently. The cashier usually asks departing guests if they have any last-minute charges for the minibar or for food and beverage service in the hotel restaurants. If the answer is “yes”, the cashier must ask the departments concerned how much the guest has to be charged for that before presenting the final bill. The cashiers are often required to ask if the guest has turned in his key. Lost keys are an expense for the hotel; more seriously, they might be a threat to security if they fall into the wrong hands.

Usually the hotel has an accounting system to maintain guests’ consumption items within the hotel and keep them up-to-date. All charges must be entered or posted on their accounts as soon as possible. In addition to the charges for the guests’ rooms, there may also be charges resulting from the use of telephone, the laundry service, the restaurants, and room service. All the financial transportation not only must be posted, but also be checked for accuracy. This is usually the job of a night auditor, who goes through this mass of figures on the night shift, when there is little activity in hotel.

Exercises:

(1) Check-out service means settling the account for the guests. (　　)

(2) The cashiers need to ask if the guest has turned in his key when guest check out. (　　)

(3) Exchanging foreign currencies is not a job of the cashiers. (　　)

(4) Hotels often have an accounting system to maintain guests’consumption items within the hotel and keep them up-to-date. (　　)

(5) When guests check out, they need to pay all fees in hotel including the fees of telephone, the laundry service, the restaurants, and room service. (　　)

Challenges and Solutions

1. If a guest wants to check out, what will you do?

Solutions:

2. If a guest wants to pay the bill by credit card, how do you deal with it?

Solutions:

3. If a guest pays the bill by traveler’s check, how do you deal with it?

Solutions:

4. How do you deal with the miscalculation of a bill?

Solutions:

5. If a guest wants to exchange some money, how do you deal with it?

Solutions:

6. If a guest leaves the hotel, what will you say?

Solution:

7. If a guest comes to the front desk to check out, but the housekeeping staff reports a hanger is missing in the guest’s room, what will you do?

Solutions: