Teaching Objectives To learn the service theoretical knowledge about how to offer a satisfactory service in a hotel. To learn how to exchange money. To learn how to check out for FIT. To learn how to check out for a group.

Basic Information Main types of money exchanging: USD( 美元 ), GBP( 英镑 ), CHF( 瑞士法郎 ) ， DKK( 丹麦克朗 ) ， NOK( 挪威克 朗 ) ， SEK( 瑞典克朗 ) ， EUR( 欧元 ) ， Yen( 日元 ) ， CA( 加拿大元 ) ， AUD( 澳 大利亚元 ) ， SGD( 新加坡元 ) ， PHP( 菲律宾比索 ) ， THB( 泰国铢 ) ， HK( 港 元 ). KRW( 韩国元 ) ， MOP( 澳门元 ) ， TWD( 新台币）

Basic Information

Main credit cards

Basic Information

Ⅰ. Procedure for exchanging money greeting asking the type of money and amount of exchanging telling the exchange rate asking the guests to show their passports asking the guests to fill in the exchanging form and sign exchanging extending wishes filling in the form and counting cash Service procedure

Ⅱ. Procedure for checking out greeting making sure the check-out in advance making sure the sum of expansion asking the name, room number, asking the guest to show the key board or card informing the housekeeping center of the information of checking out checking out extending wishes Service procedure

1. Would you like to change some money? 2. How much would you like to change? 3. Today’s rate of exchange is 6.36 to one dollar. 4. Our exchange from US dollars to RMB is… 5. I’m sorry we don’t change RMB here.. 6. The rates of exchange are on the board there, sir (madam). 7. I’m sorry to trouble you, sir, but the figures and the words on the check do not correspond. 8. It comes to RMB 3175 Yuan at today’s exchange rate. How to Express

9. I want to know whether I could pay in cash or with traveler’s checks. 10. Please tell me what your room number is. 11. Here is your bill. 12. May I present the bill now? 13. It comes to 380 RMB. 14. That’s our minimum charge. 15. It comes to 30 dollars at today’s exchange rate. 16. What kind of card have you got?

17. What credit card are you holding, sir? 18. I’m sorry, we don’t accept personal checks. 19. We don’t accept foreign currencies, sir. 20.You may pay with traveler’s checks. 21.May I have a print of your card? 22. Perhaps I could go through the bill for you. 23. Don’t you think the price is reasonable? 24.Can I have the check?

Fill in the blanks to make a dialogue. C=Cashier G=Guest G: I________________ to change some us dollars and I’d like to know today’s exchange rate. C: According to today’s exchange rate, every dollar in cash _________________ RMB6.36 Yuan. G: Well, I’ll change one hundred and here’s the money. C: Would you please_______________________? G: All right. C: Please write your name, passport number and room number on the slip. G: Here you are. C: Thank you. You’ll have it right away. Will you ________ your name here on the memo? Practical Operation 1

G: O.K. Will you please give me some One-Yuan notes ？ I need some change. C: All right…Here it is. Please have a check and keep the change memo. G: Oh, yes, thanks. By the way, _________________________________ what I should do with the RMB left with me? C: You’ll have to go to the Bank of China or the airport exchange office to change it back into dollars. G: I see. Thanks. C: ___________________. Practical Operation

Role play Situation 1: You’re a cashier working at the Money Change Counter. A guest comes to change some dollars in the night. What will you do if he (she) is not happy with the night change limit? Situation 2 (Homework): 1. An American tour leader in a group to checkout in a Yunshan hotel, please group he students to finish the following steps: 2. To exchange 200 US dollars to RMB; 3. To deal with the problem: the figures and the words on the check do not correspond. 4. To check out with traveler’s checks. Practical Operation 2

Thank you for your attention!