This document provides information about bell service tasks in a hotel. It outlines the learning objectives which include gaining knowledge about bell service responsibilities and terms. The duties of a bellman are described, such as opening doors, moving baggage, calling cabs, and responding to guest needs. When guests check in, bellmen carry their baggage to their room and show them how to operate room appliances. Sample dialogues are provided to demonstrate interactions between bellmen and guests during check-in, bell service calls, and check-out. Reading exercises define key terms and phrases used in bell service. Service procedures are outlined for receiving guests and bringing them to their room.

1. Module 2 Front-Office Services

2. Task 3: Bell Service

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. Task 3: Bell Service
Introductory Remarks
Warm-up Tasks
Sample Dialogues
Reading
Exercises

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. 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. 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. 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. Sample Dialogues
 Special terms
Special terms
 Useful expressions
Useful expressions
 Practice Procedure
Service
Learning activities

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. 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. 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. 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. 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. 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. 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. 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. Reading
 Special terms it
Read about
 Useful expressions
Talk about it
 Practice about it
Think

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. 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. 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. 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. 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. 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. 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. 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. The end
Thank you