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项目八 结账和送客服务
Project 8 Check-out&See off guests
任务1 结账服务概述
Task 1: Check-out Service Overview
01/
实用场景对话
Practical conversation
结账工作流程与服务标准
Procedures and standards of handling payment
02/
一、结账工作流程与服务标准 Procedures and standards of handling payment
通常，上菜完毕后即可做结账准备。结账分为三个步骤分别为结账准备、递送账单和处理付款。具体如下图所示：
一、结账工作流程与服务标准 Procedures and standards of handling payment
（一）结账准备 Preparing the bill
（1）给客人上完菜后，餐厅服务员要到收银台核对账单。当客人要求结账时，请客人稍后，立即去收银台取账单。
After serving all the dishes, the waiter should check the bill at the cashier's desk. And waiting for guest to check out.
（2）将账单放入账单夹内，并确保账单夹打开时，账单正面朝客人，准备好结账用笔。
Put the bill into the check book (bill folder) with a pan, and make sure the front of the bill facing to the guest.
一、结账工作流程与服务标准 Procedures and standards of handling payment
（二）递送账单 Deliver the bill
走到客人右侧，打开账单夹，右手持账单夹上端、左手托账单夹下端，递送至客人面前，请客人看账单，注意不要让其他客人看到，并说：“先生/女士，这是您的账单，请您过目。”
Walk to the right side of the guest, open the bill folder, hold the bill in the right hand, hold the bottom of the bill on the left hand, and deliver it to the guest and say:” Excuse me Sir/ Madam. This is your bill, please.”
（三）处理付款 Handling payment
一、结账工作流程与服务标准 Procedures and standards of handling payment
从客人处接过收现金或信用卡送至收银台，找零或还卡后礼貌致谢。
Receive cash or card from the guest and send it to the cashier. Give the changes or changes back to the guest.
手机支付（支付宝、微信扫码）
Alipay and Wechat pay
二、实用场景对话 Practical conversation
分开结账
（W: Waiter, G: Guest）
G: Excuse me, we are finished here. Could you bring us the bill, please
打扰一下，我们已经吃完了。请把账单拿过来好吗？
W: Please wait a moment while I bring the bill. (After a while) Sure. Here you are.
请稍等，我现在去拿。（过了一会儿）好的，这是您的账单。
G: How much is it in all 一共多少钱？
W: 280 Yuan in all. It includes a 10% surcharge. 一共是280元，其中包含了10%的服务费。
G: Fine. But we would like to pay separately. Would you take care of that
好的。但是我们想要分开付账。你可以帮我们弄吗？
W: No problem. Well, I’ll bring separate bills in a minute.
没问题。嗯，我待会儿会把你们每个人的账单送过来。
G: Ok. By the way, should we just leave the tip on the table
好的。顺便说一下，我们把消费留在桌上就可以了吗？
W: Thank you for your kindness, but we don’t receive tips. 感谢您的关照，不过我们不收小费。
任务作业 Project assignments
依据设定情境，以小组为单位，
完成结账服务。
项目八 结账和送客服务
Project 8 Check-out&See off guests
任务2 结账方式
Task 2: Payment Methods
01/
实用表达
Useful expression
常见的付款方式
Common methods of payment
02/
一、常见的付款方式 Common methods of payment
目前，常见的付款方式主要有现金结账、信用卡结账、签单结账、手机app结账和支票结账等。
Currently, cash, credit card, bill, mobile payment Apps and check are popular payment methods among customers.
一、常见的付款方式 Common methods of payment
（一）现金结账 By cash
（1）客人付现金时，服务员要礼貌地在餐桌旁当面点清钱款，请客人稍候；将账单及现金送给收银员后，核对找回的零钱及账单上联是否正确。 The waiter should check the cash in front of the guest before sending it to the cashier. Ask the guest to wait a moment. Double check whether the number of change and the bill are correct.（2）服务员将账单上联和所找零钱、发票夹在账单夹内，返回客人右侧，打开账单夹，递送给客人。 The waiter should attach the bill with the changes and the invoice. When returning to the guest, open the bill folder and present it from the right side of the guest.（3）如果客人要求去收银台结账，应礼貌地引领客人到收银台。 If the guest insists to check out at the front desk in person, lead the guest to the cashier politely.
一、常见的付款方式 Common methods of payment
（二）信用卡结账 By credit card
（1）首先确认是否是本餐厅接纳的信用卡，然后请客人稍候，并将信用卡和账单送至收银处。 First of all, confirm whether the restaurant accepts the category of the credit card. If yes, send it with the bill to the cashier and ask the guest to wait for a moment politely.（2）服务员检查无误后将收据、账单及信用卡夹在账单夹内，交还给客人，请客人在账单和信用卡收据上签字，并检查签字是否与信用卡上一致。 Double check the amount and make sure it is correct on the receipt and bill. Put them into the bill folder with the credit card and present them to the guest. Remind the guest to check and sign the name on the bill and credit card receipt. Check if the signature is consistent with the credit card.（3）将账单第一页、信用卡收据、客人联及信用卡递还给客人，并将其余票据及存根送回收银台。 Return the first page of the bill, the guest stub of the credit card receipt and the credit card.Send the remaining bills and stubs back to the cashier.
一、常见的付款方式 Common methods of payment
（三）签单结账 Charged the bill to the room account
（1）如果是住店客人，礼貌地要求客人出示房卡。
For hotel guests, ask them to show their room cards politely.（2）递上笔，示意客人写清房号。 Deliver the pen, and ask the guests to write down the room number.（3） 与前台确认房间是否有余额，如有，呈上账单请客人签账；如余额不足或用尽， 向客人说明情况并请客人更改付款方式。 Check with the hostess to make sure the account balance is enough to cover the bill. If yes, present the bill to the guests and ask them to sign. Otherwise, tactically state the fact and ask them to change the way of payment.
（4）客人签好账单后，将账单放入账单夹内，迅速将账单送交至收银处，查询客人的名字与房号是否相符。
After the bill is signed, put it into folder, send it to the cashier quickly and check if the guest’s name is the same as the registered.
（5）确认信息准确无误后，真诚地感谢客人光临。
After the information is confirmed, sincerely thank the guests’ presence.
一、常见的付款方式 Common methods of payment
（四）手机 App 结账 By mobile App
指导客人用手机打开支付宝或微信等APP，扫描本店的二维码进行付款。
Guide the guests to use Alipay or WeChat and scan the QR code to process payment.
一、常见的付款方式 Common methods of payment
（五）支票结账 By check
（1）如客人使用支票结账，应礼貌地请客人出示身份证或工作证及支票，然后将账单及支票、证件同时交给收银员。 If guests would like to pay the bill by check, ask them to show their ID card or employee’s card with the check politely, and send them together with the bill to the cashier.（2）收款员办理结账手续，填写支票，记录证件号及联系电话。 The cashier goes through the procedures including filling the check, recording the certificate number (ID or employee’s card) and their telephone number.（3）服务员核对后，将账单第一联、支票存根、证件、发票一齐送还给客人，并真诚地感谢客人。 Double check the item and the amount, send the first page of the bill, the check stub, the certificate and the invoice back to the guest. Sincerely thank him/her for his/her presence.
二、实用表达 Useful expression
1. 询问结账方式
（1）Can I have the bill, please /Let me have the bill, please. / Bring me the bill, please. / May I have the bill. Please / The bill, please. / Bring me the check, please.
请把账单给我。/请结账。
（2）How would you like to pay the meal / How would you like to make the payment / How would you like to settle the bill
请问您打算用什么方式结账？
（3）Pay in cash. / By credit card. / By traveler’s checks. / Charge it to my room.
用现金、信用卡、旅行支票、计入房账。
（4）Would you like to pay together or separately / Separate bills or one for all / A check for each or a check for all / Will these be on a separate check / One bill or separate bills
请问是分开结账还是一起结账。
二、实用表达 Useful expression
2. 找零
（1）Here is your change, Sir. Thank you for coming.
这是您找回的零钱，先生。感谢您的光临。
（2）Here is your receipt and change.
这是您的收据和找回的零钱。
（3）Keep the change, please.
这些小费是给你的。
（4）We are happy to serve you but we do not accept tips.
我们很乐意为您服务，但我们不能接受小费。
二、实用表达 Useful expression
在账单上签字
G：Waiter! 服务员！
W: Yes, Sir. Would you like anything else 是的，先生。您还有别的需要吗？
G: No. Give me the bill please. 没有了，请给我账单。
W: Yes, one moment, please…Here is your bill, Sir. 好的，请稍等……这是您的账单，先生。
G: Can I sign the bill 我能签单吗？
W: Are you staying in our hotel 请问您是住店客人吗？
G: Yes. Room 608, John Smith. 是的，我住在608房间，史密斯.约翰。
W: May I have a look at your room card 我能看一下您的房卡吗？
G: Sure, here you are. 当然，给你。
W: Thank you. Mr. Smith. Would you please sign here 谢谢，史密斯先生。请您在这里签个字好吗？
G: No problem. Is it all right 没问题，这样可以了吗？
W: Yes, Mr. Smith. Here is your receipt. Thank you for coming. 可以了，史密斯先生。这是您的收据。欢迎再次光临。
任务作业 Project assignments
依据设定情境，以小组为单位，
完成结账服务。
感谢您的观看
Thanks

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