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  1. 1. Module 2 Front-Office Services
  2. 2. Task 3: Bell Service
  3. 3. Task 3: Bell Service Learning Objectives  Gain some knowledge about bell service;  Be familiar with the responsibilities of the bellman;  Be familiar with the terms and useful expressions in bell service;  Be able to use the special terms and useful expressions skillfully in working situations;  Develop skills in checking in guests and enhance employment prospects.
  4. 4. Task 3: Bell Service Introductory Remarks Warm-up Tasks Sample Dialogues Reading Exercises
  5. 5. Introductory Remarks A bellman is a hotel employee who carries baggage and does other errands for the guests. In a large hotel, a bell captain is in charge of the bellmen. Bellmen’s duties often include opening the front door, moving baggage, calling cabs, performing basic concierge work, and responding to the guest’s needs.
  6. 6. Introductory Remarks When check-in procedure is completed, a bellman is called upon to carry the guests’ baggage and take them to their room. In addition, the bellman also shows the guests where to locate light switches and other equipment and how to operate air conditioners, television sets, and other appliances in the room. Bellmen are also expected to run errands for the guests, and they should be able to answer questions about other services offered by the hotel.
  7. 7. Warm-up Tasks  Work in groups and discuss the following questions. 1 How do you think of hotel bell service? Is it necessary for a hotel to provide bell service? 2 What role do you think bell service plays in hotel services?
  8. 8. Warm-up Tasks  Work in pairs. Look at the pictures opposite and talk about hotel bellmen’s duties. Then match each picture with corresponding duty of the bellman.
  9. 9. Sample Dialogues  Special terms Special terms  Useful expressions Useful expressions  Practice Procedure Service Learning activities
  10. 10. Special terms bell service 礼宾服务, 礼宾部 bell man (bellhop, bellboy) 行李员 bell captain 行李领班 concierge (法语)门房,委托代办服务 doorman 门僮 bell captain’s desk 礼宾服务台 baggage / luggage 行李 elevator / lift 电梯 directory of service 服务指南 thermostat 空调调温器 TV remote controller 电视遥控器
  11. 11. Useful Expressions  Dialogue 1 Showing Individual their room Receiving anthe guests to Reservation  Dialogue 2 Receiving a Group Reservation Running errands for the guests  Dialogue 3 Carrying down the guest Declining a Reservation baggage
  12. 12. Dialogue 1: Showing the guests to their room • I’ll show you to your room. • Is this all your baggage? • How many pieces of baggage do you have? • You have four pieces of baggage in all. Is that right? • Let me help you with your suitcases. • Is there anything valuable or breakable in your bag? • The elevator is over there. • How do you like the room?
  13. 13. Dialogue 3: Carrying down the guest baggage • This is the Bell Captain’s Desk. • I’ve come for your baggage. • This is your claim tag. • We’ll keep your baggage at the Bell Captain’s Desk. Will you pick it up there?
  14. 14. Learning activities Activity I Act It Out Work in pairs. Practice the sample dialogues and then act them out. Activity II Try Your Hand Complete the following dialogue.
  15. 15. B=Bellman G=Guest B: Welcome to our hotel. I’ll show you to your room. __________________ ?? Is this all your luggage G: Yes, this is all my baggage. Let me help you with your baggage R: ______________________________. This way, please. B: This is your room. After you, sir. _______________ ? it? How would you like G: It looks nice. I like it. put the baggage here B: Do you mind if I ___________________ ? G: No, just put them anywhere. thermostat B: Sir, this is __________, you can adjust room temperature if you don’t feel comfortable.
  16. 16. G: I see. TV remote controller B: This is ___________________. You can get any channel you like. G: Thanks. By the way, where can I get ________________ ? directory of service I need to know the hotel service. Is there anything else I can do for you? B: It’s in the draw. ______________________________ ? G: Nothing else. You’re very helpful. Thank you very much. You’re welcome B: ________________. If you need any help, please call up the guest service center. G: Sure. Bye-bye. you enjoy your stay here B: Goodbye. I hope _______________________.
  17. 17. Learning activities Activity III Role Play Work in pairs. Role play the situations given below. STUDENT A 1. You have finished check-in and get the room card. You have one suitcase and two bags. 2. You’re a staying guest in the hotel. You want to go on a tour of the city with your wife/husband. 3. You’re going to check out soon. You call for bell service to pick up your baggage. You have two suitcases and one shoulder bag. STUDENT B 1. You carry the baggage for the guest and show him/her to the room. Be sure to introduce room facilities. 2. You’ll book a tour of the city for the couple. Ask them when they want to go and tell them how much the tour costs. 3. You answer the guest’s phone call for bell service. Then you go to the guest’s room to bring down the baggage.
  18. 18. Reading  Special terms it Read about  Useful expressions Talk about it  Practice about it Think
  19. 19. Read about it New words errand :差事 derive :源自,源于 adolescent :青春期的;青少年 quick-witted :机智的 concierge :门房,钥匙看管人 elaborate :精心制作的 routine:日常的,例行的 limousine: 高级轿车 lapel: (衣服)翻领
  20. 20. Read about it Useful phrases run errands / do errands: 跑腿办事,供差遣 feel at home : 感觉自在,自由自在 call upon to : 召唤… carry on: 继续,进行 upscale hotel: 高档酒店 Les Clefs D’or: the Golden Keys 金钥匙
  21. 21. Talk about it 1. How did the term bellhop and bellboy come into use? 2. What qualities should a good hotel bellman have? 3. What are the main duties of a hotel bellman? 4. How do you understand that hotel doormen’s simple and routine duties play important role in making the guests feel at home and happy with their staying? 5. What are the main responsibilities of a concierge? Suggested answers
  22. 22. Suggested answers 1. The term bellhop is derived* from the fact that the hotel’s front desk clerk rang a bell to call an employee, who would “hop” (jump) to attention at the front desk to receive instructions. This employee traditionally was a boy or adolescent male to carry luggage, hence the term bellboy. 2. A bellmen must be quick witted, good with people, and outgoing. 3. Their duties often include opening the front door, moving luggage, cleaning cars, calling taxis, transporting guests, giving directions, performing basic concierge work, and responding to the guest's needs.
  23. 23. Suggested answers 4. A doorman is the first hotel employee that the guests meet upon their arrival. During their stay, the doormen are called upon to assist the guests in many ways. Finally, when the guests check out and leave by car or taxi, the doormen help them to load their baggage and thus become the last employees with whom they have direct contact. 5. The concierge provides directions to places of interest, gives a recommendation for restaurants or nightclubs outside the hotel, obtains tickets to special events, books transportation, and assists with various travel arrangements and tours of local attractions. In upscale hotels, a concierge is often expected to "achieve the impossible", dealing with any request a guest may have.
  24. 24. Think about it  Decide if the following statements are true (T) or false (F). [ T] Traditionally, the hotel bellman was a boy or adolescent male. [ T ] The hotel doormen are stationed at the entrance of the hotel. They welcome or bid farewell to the guests. [ T ] A doorman is the first and last hotel employee that the guests have direct contact with [ F ] As bellmen’s main duties are simple and routine, they need not be clever. [ F ] In upscale hotels, a concierge should deal with any request that a guest makes, whether it is legal or not. keys
  25. 25. Key to exercises I. Fill in the blanks with the words or expressions given below. Change the form where necessary. 1. respond 5. are expected 8. bell captain 2. elaborate 6. check-in 9. doormen 3. bellhop 4. shows 7. are called upon 10. giving directions II. Translate the following sentences into Chinese or English. 1. Excuse me, sir? How many pieces of baggage do you have? 2. Would you like me to call a taxi for you? 3. Here is the light switch, the temperature adjuster, the wardrob and the mini-bar. 4.If there is anything we can do for you, please let us know. 5.You can pick up your baggage at the Bell Captain’s Desk in the lobby
  26. 26. Service Procedures ☆ Receiving guests and bring them to their room  Meet arriving guests outdoors  Direct the guests to the front desk  Show the guests to their room  Enter the guest room & introduce facilities  Leave the guest room & wish the guests a pleasant stay
  27. 27. The end Thank you