Group Work- Discussion

Have a discussion about the problems you encounter when guests settle their bills. What kinds of problems are there? What is the most common problem? Does it happen very often?  Are guests being charged for services they did not receive? Are there many mistakes made by the hotel? Do guests try to get more than they want to pay for? What is the reaction of the guests when  the hotel makes mistakes? Are they understanding? Are they angry? When having the discussion give specific examples of problems encountered.   

Group Work- A Skit 

Divide the class into groups of 2 or 3. Students work together to develop a skit that is grammatically correct about a guest being charged for a service (or item in a restaurant) he didn't receive. Once the skit is developed, students present it to the teacher and rest of class. The teacher judges the skit based on language, grammar use, pronunciation, originality, and acting ability.  

Whole Class- First To Know

Put the following words (in bold) on the board. The teacher reads the definitions of the words. Students listen to the definition and the first student that knows the word races to the board and circles the work and puts their initials in the circle. The person with the most initials wins.

Supplement: An addition to something

Amount: The cost of something

Sub-total: The amount of part of a bill

Total: The entire cost of something

Exchange Rate: The cost of one currency compared to another

Room Rate: The price of a room at a hotel

Charge: To pay for something with a credit card

Discount: An amount subtracted from the total

Invoice: Another word for bill

Coupon: A paper with a set price (usually discounted) for a good

Balance: The amount of money remaining (usually in a bank account)

Debit: To subtract from a balance

Credit: To add to a balance

Deposit: To put money into a bank account

Gratuity: An extra amount added to a bill given to a waiter or waitress

                  for good service

Tip: A gratuity

Service charge: An additional amount added to a bill

Tax: An amount added to a bill that goes to the government

Work Sheet 1- Bill Settlement

Write the correct word on the line that will complete the sentence.

            Will             Cash                    Do              Mistake                High

            Checks      Service                How            Paying                 Bill

            Been          Charge                Settling       A lot of                 Brochure

            Accept       Would                  Receipt      Cash                    Much

 1. Will that be _____________ or ______________?

 2. ___________ you _____________ VISA cards?

 3. There are _____________ guests at the hotel during the _______

      season.

 4. There isn’t __________ information in this ______________.

 5. A ___________ charge is included in the _____________________.

 6. _____________ will you be _____________?

 7. This can’t be right! I think there’s ____________ a ____________ on

       the bill.

 8. Can I ___________ some travelers ________________?

 9. ________________ you like a ______________?

 10. How _____________you be your _________________ bill sir?

Work Sheet 2- Bill Settlement

Match the appropriate responses with the questions. Put the correct number of the question on the line.

1. How will you be paying today sir?                    ___ I’m sorry for the mix up

                                                                                         sir. Let me correct that.

2. Do you accept Master Card?                           ___ Yes it does sir.

3. This bill seems to be really high. Is                  ___ You can do that at the

      this right?                                                                   front desk sir.

4. That will be $39.75, sir.                                        ___ No, that’s OK. I’ll pay

                                                                                           cash.

5. Could I have a receipt please?                         ___ With the prices you

                                                                                          charge! No way.

6. Does this include the service charge?             ___ I’m sorry sir, we only

                                                                                          accept Visa Or

                                                                                         American Express

7. Would you like that charged to your                  ___ Here’s $50. Keep the

      room sir.                                                                     change.

8. Did you have anything from the                         ___ Of course ma’am, here

     mini bar sir?                                                                you go.

9. This bill includes the cost of a                            ___ With cash.

    coffee? I didn’t have any coffee.                               

10. Where can I exchange dollars into                  ___ I’ll double check it for you

       baht?                                                                          sir, if you like.

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