Objectives of the Study
Upon completing this unit, students will be able to:
- Recognize and understand terms related to payments in a restaurant.
- Pronounce payment-related vocabulary with confidence.
- Use polite and professional expressions to handle various payment scenarios.
- Address payment issues with tact and professionalism.
A. Vocabulary Building
This section is designed to strengthen your vocabulary for handling payments.
Matching Game
Match the correct English word to its Indonesian translation by drawing an arrow:
| English | Indonesian |
| Bill | Tagihan |
| Receipt | Resi |
| Cash | Uang tunai |
| Credit card | Kartu kredit |
| Change | Kembalian |
| Tip | Uang tip |
| Service charge | Biaya layanan |
| Payment method | Metode pembayaran |
| Prepaid | Dibayar di muka |
| Discount | Potongan harga |
Listening and Pronunciation Practice
Play the audio of the following words by scanning the QR code. Practice pronouncing them as you listen:
- Bill – /bɪl/
- Receipt – /rɪˈsiːt/
- Cash – /kæʃ/
- Credit card – /ˈkrɛdɪt/ /kɑːrd/
- Change – /tʃeɪndʒ/
- Tip – /tɪp/
- Service charge – /ˈsɜːvɪs/ /tʃɑːrdʒ/
- Payment method – /ˈpeɪmənt/ /ˈmɛθəd/
- Prepaid – /ˌpriːˈpeɪd/
- Discount – /ˈdɪskaʊnt/
B. Procedure in Handling Payments
| Procedure | Language Function |
| Presenting the bill | Greeting the guest, offering the bill, confirming accuracy |
| Explaining charges | Explaining service charges, taxes, and optional tips |
| Processing the payment | Confirming payment method, handling cash, card, or room charge |
| Resolving payment issues | Apologizing, explaining errors, providing solutions |
| Providing the receipt | Thanking the guest, offering further assistance |
C. Manner
RULES OF MANNERS
When handling payments, it is crucial to follow appropriate etiquette. Below are some key rules of manners:
- Maintain eye contact and smile when interacting with the customer.
- Speak clearly and politely, using professional and respectful language.
- Be patient and attentive, ensuring the customer feels comfortable during the payment process.
- Double-check the amount and method of payment before proceeding to avoid errors.
- Always provide a receipt and explain any additional charges or discounts.
- If a problem occurs, apologize sincerely and resolve the issue promptly.
- Refrain from discussing personal matters or distractions while assisting customers with payments.
PROCESSING PAYMENTS
- Politely confirm the customer’s intent to settle the bill:
“Would you like to settle the bill now?” - Offer different payment methods and inquire about their preference:
“We accept cash, credit cards, and digital payments. Which would you prefer?” - Confirm the amount being charged:
“Your total comes to $45.50. May I proceed?”
RESPONDING TO QUESTIONS AND ISSUES
- If the customer asks about charges:
“The service charge is included in the total, and the tax is 10%.” - If the payment method fails:
“I’m sorry, the card didn’t go through. Would you like to try another method?” - If the customer raises concerns about the bill:
“Let me check the bill again for you. I’ll correct any errors immediately.”
FOLLOWING UP
- Thank the customer for their payment and express appreciation:
“Thank you for dining with us. We hope to see you again soon!” - Provide any necessary information about loyalty programs or offers:
“By the way, you’ve earned points on our loyalty program. Please let us know if you’d like to redeem them next time.”
D. Samples of Conversation
Audio is available for each of the following conversations. Please listen to the audio and practice them with your partner!
Sample 1
Situation: A guest at a cruise line restaurant notices they were charged for an extra drink they didn’t have.
Cashier : Hi there, how can I help?
Guest : Hey, I just checked my bill, and there’s an extra charge for a drink I didn’t order.
Cashier : Oh no, sorry about that! Let me check your bill. (Pause) Ah, I see what happened. It looks like a soda was added by mistake. Did you only have the iced tea?
Guest : Yeah, just the iced tea.
Cashier : Got it. I’ll fix that right away and update your bill. Thanks for letting me know!
Guest : No worries. Mistakes happen.
Cashier : Here’s your new bill—just the iced tea on there now. Could you double-check it for me?
Guest : Perfect. All good now. Thanks for sorting it out so fast.
Cashier : You’re welcome! Enjoy the rest of your evening on board!
Questions:
- What is the conversation about?
- What was the guest’s issue?
- How did the cashier solve the problem?
- Did the guest check the updated bill?
- Was the guest happy with the resolution?
Sample 2
Situation: A guest questions why their group discount isn’t showing on the bill.
Guest : Excuse me, can I ask about my bill? It doesn’t show the group discount we were supposed to get.
Cashier : Oh, sure! Let me have a look for you. (Pause) Ah, you’re right. The system didn’t apply the discount. I’ll fix it for you now.
Guest : Thanks, I just didn’t want to pay the wrong amount.
Cashier : Of course! Your new total with the group discount is $120. Would you like to pay by card or cash?
Guest : I’ll use my card, thanks.
Cashier : No problem. Here’s your updated receipt with the discount applied. Sorry about the confusion!
Guest : That’s alright. Thanks for sorting it out.
Cashier : My pleasure! Have a great night and enjoy the cruise!
Questions:
- What was the guest’s concern?
- How did the cashier verify the issue?
- What was the corrected total?
- What payment method did the guest use?
- Did the cashier apologize for the mistake?
E. Check Your Understanding
Create a conversation based on the following situations:
- A guest asks if a discount is applied to their bill.
- A couple requests to add a tip to their card payment.
- A guest wants to charge the bill to their room but doesn’t have their room number.
- Summary
| Language Functions | Language Expressions |
| Presenting the Bill | “Here’s your bill.” “Would you like to review it?” |
| Explaining Charges | “This includes a 10% service charge.” “This is the discount applied.” |
| Asking About Payment | “How would you like to pay?” “Cash, card, or room charge?” |
| Processing Payment | “Please insert your card.” “Here’s your change.” |
| Resolving Issues | “I’m sorry for the confusion.” “Let me check that for you.” |
| Thanking the Guest | “Thank you for dining with us.” “We hope to see you again soon!” |