Chapter 2

Bell Service

• Part I Dialogues

• Part II Vocabulary Study

• Part III Listening and Speaking

• Part IV Practical Writing

• Part V Feature Reading

Dialogue 1

Opening the Car Door for the Guest

Context: A guest arrives the hotel by taxi .A bellman receives him . Pre-listening questions: 1)What dose the bellman do for the guest ？2)When will the guest is luggage be sent to his room?Staff: Good morning ,sir. Welcome to our hotel.Guest: Good morning.

Staff: Be careful as you step down.Guest: Thank you .Staff: Is it all your luggage?Guest: No, I have anther suitcase in the rear of the car.Staff: Let me carry this for you.Guest: Thanks .that is kind of you.Staff: You are welcome .have you ever been to China before?Guest: No ,it is my very first .I have wanted to see the beautiful country for so long.Staff: There are a lot of places worth sightseeing in the country. I hope you will find your stay here enjoyable?Guest: I hope so, too.

Staff: This way ,please. The reception desk is over

there. The bellman will send your luggage up to

your room after your have check in.

Guest: Fine. Thanks for the trouble.

Staff: Not at all. We are always at your service.

Dialogue 2 Meeting the Disabled Guests

Context: a couple arrive at the hotel by taxi .The bellman

recognizes them. But one of them has become crippled.

He goes up to meet them.

Pre-listening questions:

1) What has happened to Mrs. Jones

2) Where do they check in?

Staff: Welcome to our hotel. Mr. Jones. how nice to see you

again

Guest1: Nice to see you again, too.

Staff: Watch your steps while stepping down.

the ground is a littler slippery?

Guest1: Thanks i will .

Staff: (Opening the front door of the car) welcome

Mrs. Jones. how are you.

Guest2: Fine, apart from one thing. It is my legs, you know.

I cannot walk since the accident .

Staff: I am sorry to hear it .but don't worry. We've prepared

wheelchair for you.?

Guest2: Oh, it is very kind of you to do so..

Staff: Don’t mention it. Let me help you in to the chair.

Guest2: Good. we choose to stay in your hotel because of

your considerate service.

Staff: I’m glad to hear it, Mrs. Jones. Were always at your

service.

Guest2: I don’t know how I can thank you enough.

Staff: It is real pleasure for me to do it.

Guest2: Can we go to our room directly?

Staff: Yes, we provide in-room check-in for the disabled

guest .

Guest2: That’s great.

Context: A guest drives her car to the hotel for the

night. The bellman helps her park the car.

Pre-listening questions:

1) What seems to be the trouble with the guest?

2) When will the key be returned to the guest?

Dialogue 3 Valet Parking

Staff: Welcome, madam. what can I do for you ?

Guest: I have booked a room in your hotel.

Staff: So you mean you are checking in today?

Guest ： Exactly. But where do I park my car.

Staff: In the garage around the corner , that’s at the end of

the drive.

Guest: Well…you know, it is my very first to drive. I

always find it difficult to back the car in to the

garage.

Staff: Do you want me to give you a hand?

Guest: That would be better.

Staff: Ok, no problem. Just leave it to me?

Guest: Thank you.

Staff: You may go to the reception desk first while I am

parking the car. And ill return the key to you

later.

Guest: That’s will be fine. See you later.

Staff: See you then, madam.

Context: A guest has settled his hotel bill. The bellman

see him off at the lobby and helps him into the

car.

Pre-listening questions:

1) What is usually said when you are seeing guests?

2) Why will the guest tell his friends about this hotel?

Dialogue 4 Saying Goodbye to the

Guest

Staff: I hope you enjoy your stay here, sir.

Guest: Yes, quite pleasant.

Staff: All your luggage is here. And the taxi is waiting

just outside.

Guest: thanks a lot.

Staff: You're welcome. We look forward to seeing you

again.

Guest: I will recommend your hotel to my friends for

your good service

Staff: I would be very nice of you to do it. We’re always

to be of help to you.

Guest: I really appreciate your help

Staff: Thank you. Watch your step, sir. Please get on

the taxi.

Guest: Goodbye.

Staff: Bon voyage. Goodbye.

Vocabulary StudyIn the rear of

Sightseeing Desk

Disabled

Slippery

Wheelchair

Considerate

In-room check-in

Park garage

Recommend

Bon voyage

在… 后面

观光

有残疾的

滑的

轮椅

周到的

客房（上门）入住登记

车库

推荐

一路顺风；再见

Exercise 1:

Match the expressions on the left with the best meaning

on the right.

1. -----rear a. thoughtful

2. -----disabled b. the back part of vehicle

3. -----considerate c. good journey

4. -----recommend d. not able to use a part of ones body

5. -----bon voyage e. to advise someone to do something

Exercise 2:

Complete the following with words or expressions

from the dialogues.

1. Some hotels provide in-room c------for the disabled

guests.

2. R-------desk agent, reservation agent, telephone

operator , bell captain, concierge are regarded as

skilled-level positions of the front office.

3. You can not p----your car here, for there is no vacancy.

4. When reality matches customers expectation.

They rate the s----- as satisfactory .

5. I've got a world of luggage. Could you call the

b---- to help me with it?

1. Functional Sentences

欢迎客人

Good morning, sir. welcome to our hotel.

Welcome to our hotel,------

.Mr. Jones. How nice to see you again.

Mr. Jones. how are you?

开 / 关车门

Be carful as you step down.

Watch your steps------

While stepping down. The ground is a little bit slippery.

Sir. Please get on the taxi.

引领客人进入大堂

This way, please. the reception desk is over there.

Watch out for the revolving door.

答复客人感谢语Not at all. We are at your service.

We are always of help to you .

I am gland to hear it.

Don’t mention it .

It is real pleasure for me to do it.

接待残疾客人Let me help you

Get off the car.

Into the chair.

Through that passage without steps.

We've prepared a wheelchair for you.

We provide i-room check-in for the disable guests.

主动提供帮助Do you want me to give you a hand?

What can I do for you?

Is there anything I can do for you?

泊车服务The garage is---- .

Around the corner.

At the end of the drive.

Ok, no problem .just leave it to me.

You may go to the Reception Desk first while I am

parking the car.

I will return the key to you later.

与客人道别

All you baggage is here.

The taxi is waiting just outside.

I hope you’ve enjoy your stay here, here, sir.

We look forward to see you again.

2. Answer the Following Questions

a. How would you greet the guest who has never stayed in your hotel before?

b. What would you say to offer help to guests arriving at the hotel?

c. What is your response to guests “thank-you” expressions?

d. How would you direct the guests to park their car?

e. What would you say to guests who have checked out and are leaving your hotel?

Exercise 1: Listen to the short dialogues.

Fill in the blanks. Then practice with your partner.

Dialogue 1

Staff: Good morning. sir.--------

Guest: Hello. It is nice here.Staff: Thank you ------------,please.Guest: Thanks.

Dialogue 2Staff: -----------in the trunk of the cars?Guest: Yes, several pieces.Staff: -------------it. Guest: That’s so kind of you .

Dialogue 3Staff: ----------,Mr.. and Mrs. Reagan.Guest: Nice to see you again , too.Staff: We hope you --------as you did before. Guest: I am sure I will

Dialogue 4Staff:-------with the pram?Guest: No, thanks . We can ------.Staff: -------, madam.Guest: Thank you.

Dialogue 5Staff: ---------madam. Guest: No, it’s my friend’sStaff: Let me ------into the garage.Guest: So kind you ------ a lot of trouble.

Dialogue 6Staff: This is the --------as you step in.Guest: Thanks. Staff: We hope you -----. Goodbye.Guest: I have a wonderful time here. Bye-bye

Exercise 2: Listen and Fill in the Missing

Information.Meeting the Guest

Arrival time:

How the guest arrived :

weather:

The guest come to Beijing:

Why the guest came to Beijing:

Exercise 3:Listen and fill in the blanks.Staff: Good evening ,sir.-------Evergreen Hotel. Reservations.

Guest: Good evening ,what a day. It is ------.

Staff: Yes. Please---------as you get out the car. The ground

is a little bit slippery?

Guest: sure.

Staff: Is your luggage all here?

Guest: Yes.

Staff: ---------an escort you to the Reception Desk.

Guest: Thank you.

Staff: Is it your first visit to Beijing, sir?

Guest: No, I-------ago.

Staff: You ------at our hotel tomorrow, I guess..Guest: That is right.

Staff: Here we are ,sir. Do you -------while you are checking in? Guest: That would be better. By the way, what is the time now here?.Staff: It is-------Guest: Thank you .

Exercise 4: Complete the dialogue orally

with the Chinese prompts.Staff: ( 先生你有急事吗？我能帮你吗？）Guest: Yes. can you get me a taxi.Staff: .( 请稍候片刻。我来让应接员替您 叫车）Guest: I have an appointment with my client at 7:00p.m. Not much time for me.Staff: ( 现在时下班时间，所以很难找到出 租车）Guest: I cant wait to long.Staff: ( 但是我们会尽力叫车。我乡车很快就 会来）Guest: OK, thank you.

Exercise 5: Role Play一位客人乘出租车来到饭店下榻，她有两只手提箱放在出租车后箱。应接员迎了上去。

一对年轻夫妇带着不满周岁的孩子来饭店入住。应接员迎了上去，把他们带劲进了大堂。

一位客人退房后要求应接员替她把车从饭店车库取出来。

Hotel Directory Signature

旅游饭店设立的服务项目，设施等具体情况可以用图形符号来表示，以便旅游饭店想不同国际的旅客提供准确明晰的服务信息。各图形符号可与文字配合使用，可根据环境需要选者不同 形状，不同尺寸的外观。图形的符号的颜色应与背景形成叫强的反差。个图形符号应保持在正方形内框中，并注意个图形要素的比例及与边框的位置关系

表示方向入口出口紧急出口楼梯上楼楼梯下楼楼梯自动扶梯电梯残疾人设施卫生间男性女性

Direction

Way in

Way out

Emergency exit

Stairs up

Stair down

Escalator

Elevator; Lift

Facilities for the disabled person

Toilet

Male; Man

Female

Men’ s locker

Women' s locker

Drinking water

Mailbox

Postal service

Telephone

Western Restaurant

Chinese restaurant

Snack bar

Bar

Coffee

Flower

Book and newspaper

Conference room

男更衣室女更衣室饮用水邮箱邮政电话西餐中餐快餐旧吧咖啡花卉书报会议室

手续办理（接待）

问讯

货币兑换

结帐

失物招领

行李寄存

行李手推车

理发（美容）

舞厅

卡拉

电影

桑拿浴

按摩

游泳

Check-in; Reception

Information

Currency exchange

Settle account s

Lost and found; Lost property

Left luggage

Luggage trolley

Barber

Dance hall

Karaoke bar

Cinema

Sauna

Massage

Swimming

Chess and cards

Table tennis

Billiard

Bowling

Golf

Squash/ Racket ball

Tennis

Gymnasium

Sporting activities

Silence

Smoking allowed

No smoking

棋牌乒乓球台球保龄球高尔夫球壁球 网球健身运动场所安静允许吸烟禁止吸烟

•Exercise: Plan a directory signature for your hotel health center

Leaving Guest a Good First Impression

Pre-reading questions:

1) What service should the front door bell person offer to the guest ?

2) How should the bell person greet the guests at the front door ?

Each hotel employee is in a position in some way

to help guests and make them feel welcome . Some

of the hotel bell persons are responsible for

welcoming guests as they arrive at the hotel .

Usually their position is in front of the hotel or near

the front door . Since the bell person is the first hotel

employee many guests contact ,the warmth and

courteous help he/she gives can have effect on the

guests is entire visit.

The name “bellman” came because ,in earlier years , the staff would come to the ”front desk” to help a guest when a bell was rung as a call to them .

These bell persons report to the concierge ,help guests enter and leave the hotel ,help guests with luggage, store and handle luggage ,aid guests getting in and out of autos by opening and closing doors make necessary arrangements for dispatching taxi and direct and oversee traffic in hotel driveway. They also provide information about roads ,local directions, and places of interest , work with the garage to have guest cars delivered and picked up , and observe the hotel

driveway to present unauthorized parking or standing

of cars.

In case of rains, employees should hold an umbrella

to shelter the guests as they are getting out the car.

When opening the car door for guests with Buddhist and

Islamic beliefs , it is not allowed to put a hand on the

upside of the doorframe ,because they regard it as an

impolite act them.

Exercise 1:choose from below an appropriate Chinese to match each equivalent

in the passage.

Bell person Concierge Dispatch taxi

unauthorized

Islamic Welcome guests

Store and handle luggage

oversee

Shelter guests

Courteous help

Make necessary arrangements

Places of interest

Buddhist

Exercise 2: Substitution Practice

1. Whose responsibility is to welcome guests as they arrive at the hotel?

a. Every employee of the hotel

b. Bell person

c. Concierge

d. Front desk

2. Where does a bell person usually stand ?

a. In front of the door

b. Behind the door

c. Near the hotel

d. In front of the hotel

3. Why is the job of a bell person very important ?

a. Because the bell person can provide good services

b. Because guests need the help of bell person

c. Because the bell person will help to leave the guests a good first impression

d. Because the bell person will accompany the guest from the beginning to the end

4. Which of the following is NOT one of the jobs of the bell person ?

a. Punish the unauthorized parking or standing cars on the hotel driveways.

b. Help the guests store and handle luggage

c. Provide information about places of interest

d. Help guests get in and out of autos by opening and closing doors

5. Why can not the bell person put a hand on the upside of the doorframe when opening the car door for guests with Buddhist or Islamic beliefs?.

a. Because it is unnecessary

b. Because it is an impolite act for these guests.

c. Because it is dangerous

d. Because it is harmful