Unit Seven Foreign Currency Exchange单元7外币兑换

Procedure of Service服务流程

● Greet the guest.

● Introduce today's exchange rate to the guest.

● Ask the guest how much he wants to change and receive the money from the guest.

● See the passport of the guest.

● Fill in the exchange memo.

● Tell the guest about the amount of money of exchange.

● Give the money to the guest, and ask him to count.

● Give the receipt to the guest, and ask him to keep it wel.l

Points of Service Language 服务语言要点

1.Polite expressions礼貌用语

Here is 2,000 yuan.Please count it.

这是2,000元。请清点一下。

Please check it, and keep the memo.

请您查一下，保存好水单。

You're welcome.Glad to have served you.

没什么。很高兴为您服务。

2.Changing the foreign currency兑换外币

We change foreign currencies according to today's exchange rate.

我们根据今天的牌价兑换外币。

The exchange rate of US dollar to RMB is 1∶6.70.

美元兑换人民币为1∶6.70。

How much would you like to change, sir？

先生您想兑换多少？

According to today's rate of exchange, every 100 US dollars in cash comes to 670 yuan RMB.

根据今天的兑换率，100美元兑换670元人民币。

200 Euros is equal to 2,050 yuan RMB.

200欧元兑换2,050元人民币。

The exchange rate of US dollars to RMB is 100∶680, that will give you 3,350 yuan RMB.

美元兑换人民币的兑换率是100∶680，那就是说该给您3,350元人民币。

500 US dollars.The exchange is 3,350 yuan RMB.

500美元。可兑换3,350元人民币。

Please fill in your passport number, the total amount, your room number or per-manent address, and sign your name here as well.

请您仔细填写护照号、兑换金额、房间号或永久性地址，并在这里签字。

What denominations would you like？

How would you like your money？

您要什么面值的货币？

3.Drawing the guest's attention提醒客人注意

You can change the RMB left back into Euros at the Bank of China or at the Air-port Exchange Office, and there you are required to show the memo.

您可以在中国银行或机场外币兑换处将剩余的人民币兑换成欧元，兑换时您还得出示这张兑换水单。

Here's your memo.Please hold onto it.You're required to show it at the Customs when you go back to your country.

这是您的水单，请妥善保存，当您回国时，在海关需要出示它。

4.Unable to change the foreign currency for the guest不能为客人兑换外币

I'm afraid that you'd better go to change KRW in a specialized foreign exchange bank, for we can't change KRW.

恐怕您得到一家外汇专业银行兑换韩元，因为我们酒店不能兑换韩元。

I'm afraid that we only offer one-way change in our hotel.

我们只能进行单向兑换。

But you can change the RMB left back into Euros at the Bank of China or at the Airport Exchange Office.

但是您可以到中国银行或机场外币兑换处将剩余的人民币兑换成欧元。

We have a change limit of US between 9 p.m.to 8 a.m.

在晚上9点到早上8点之间，我们有……美元的兑换限制。

We hope you can understand.

希望您能谅解。

Service Conversation 13 Exchange US dollars into Chinese yuan

C:Cashier

G:Guest

C:Good morning.Is there anything I can do for you？

G:I want to change some foreign currency for souvenirs.

C:What kind of foreign currency would you like to change？

G:US dollars.

C:According to today's rate of exchange, every 100 US dollars in cash comes to 680 yuan.How much would you like to change, sir？

G:$400.Here you are.

C:The exchange is 2,720 yuan.May I see your passport？

G:Sure.Here you are.

C:Please fill in the exchange memo.Be careful to fill in your passport number, the total amount, your room number or permanent address, and sign your name here as well.

G:Here you are.Is that all right？

C:That's all right.Thanks.What denominations would you like？

G:Any kind will be OK.

C:Here is 2,720 yuan. Please count it. Here's your memo. Please hold onto it. You're required to show it at the Customs when you go back to your country.

G:No problem.By the way, how can I change my remaining RMB back into US dollars when I go back to my country？

C:You can change it back into US dollars in the specialized foreign exchange bank or the Airport Exchange Office, and you're required to show the memo there, too.

G:Thanks for your help.

C:You're welcome.Glad to have served you.

Practice Answer the questions according to the service conversation.

1.What does the guest want to change？

2.What is today's rate of exchange？

3.How much does the guest change？

Service Conversation 14 Changing at the Airport Exchange Office

C:Cashier

G:Guest

C:Good morning, sir.Can I help you？

G:Good morning, I'd like to change some KRW into Euros.

C:I'm afraid that you'd better go to change KRW in the Bank of China.We can't change KRW for you in our hotel.

G:Can I change my RMB left back into Euros in the hotel because I'll go back to my country at 2 this afternoon？

C:I'm very sorry, sir.

G:Why？

C:I'm afraid that we only offer one-way change in our hotel. But you can change your RMB left back into Euros at the Airport Exchange Office.

G:Good idea.Thanks a lot.Good bye.

C:Good bye.

Practice Answer the questions according to the service conversation.

1.What does the guest want to do？

2.Why does the guest want to change the RMB left back into Euros？

3.Why doesn't the cashier change the money for the guest？

Key Words and Expressions

foreign currency 外币

souvenir（n.）纪念品，礼物

exchange memo 外汇兑换水单，水单

rate of exchange/rate of foreign exchange/foreign exchange rate 外汇兑换率

the Customs 海关

permanent address 永久性地址

the Airport Exchange Office 机场外币兑换处

specialized foreign exchange bank 外汇专业银行

change...into... 把……兑换成……

denomination（n.）票面金额

KRW（n.）韩元

Euro（n.）欧元

Points of Service Performance 服务演练要点

● Since the rate is changing every day, firstly you should explain today's exchange rate very clearly to the guest.

由于汇率每天都在变，所以首先你需要向客人清楚地介绍当天的汇率。

● If you can not exchange for the guest, you should explain the reason and give him your suggestion.

如果不能给客人兑换，你要向客人解释原因并提出建议。

Performance for Service模拟演练

Task A

Performance in changing the currency according to the following card.

Task B

It's 9 p.m. A guest wants to change 2,000 US dollars into RMB. But there is a change limit of 500 US dollars between 9 p.m.to 8 a.m.You can't change for him.You will explain the reason and give him some suggestions.

Position Knowledge岗位知识

● The three sentences of the benediction that the clerks in the hotel often use：酒店工作人员常用的三句祝福语：

◆ We hope you will enjoy your stay in the hotel.

希望您会对我们的服务感到满意/祝您入住愉快。

◆ We hope you are enjoying your stay in the hotel.

希望我们现在的服务让您满意。

◆ We hope you have enjoyed your stay in the hotel.

希望您对我们的服务满意。

● 在书写时把货币单位写在金额之前，但在口头表达时却要先说金额，再说货币。例如，$50读作fifty dollars（50美元）, £90读作ninety pounds（90英镑）。另外，有些国家和地区使用“$”这个符号代表当地货币，例如，HK $表示港元（中国香港）, A$表示澳大利亚元。

Exercises

Ⅰ.Topics for discussion.

1.What does the cashier begin with to exchange the foreign currency？

2.Why does the cashier ask the guest to keep the memo well？

3.What will you do if you can't change the foreign currency for the guest？

Ⅱ.Write out the Chinese names of the following currencies and then fill in their codes.

（JAN £ RMB S$ US$ ZN$ HK$ Can$ A$ EUR）

1.Australian dollar ______ ______

2.Canadian dollar ______ ______

3.Hongkong dollar ______ _____

4.New Zealand dollar ______ ______

5.Singapore dollar ______ ______

6.US dollar _______ _______

7.British pound ______ ______

8.Renminbi yuan ______ ______

9.Japanese yen ______ ______

10.Euro ______ ______

Ⅲ.Answer the questions.

1.What denominations would you like？

2.Can I change my RMB left back into Euros in the hotel？

3.How can I fill in the memo？

4.Why is the guest required to keep the memo well？

5.If a guest wants to change 2,600 US dollars into RMB, how much RMB can he get according to today's rate？

Ⅳ.Decide whether the following sentences are true or false.

1.There is no limit to the foreign currencies in the hotel.

2.The foreign exchange memo can help a guest exchange the Chinese currency back to the foreign currency before he leaves China.

3.A guest can exchange traveler's checks into US dollars in any hotel in China.

4.The cashier can't tell the exchange rate to the guest.

5.If the cashier can't exchange for the guest, he will explain the reason and give the guest some suggestions.

6.The cashier will shake hands with the guest before exchanging the foreign currency.

Ⅴ.Translate the following sentences into English.

1．先生，您想兑换多少？

2．我们根据今天的牌价兑换外币。

3．美元兑换人民币汇率为1∶6.70。

4.600美元可兑换人民币4,080元。

5．希望您对我们的服务已经满意。

6．根据今天的兑换率，100美元兑换680元人民币。

7．顺便问一下，我回国时怎样将剩下的人民币兑换成加拿大元？

8．这是您的水单，请妥善保存，当您回国时，在海关需要出示它。

9．查看客人护照时，你需要关注客人的姓名、国籍、护照号码和有效期。

10．填写兑换水单时，要求客人填写护照号码、兑换金额、房间号或永久性地址并签名。