Bell_service
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please ring the bell if you have any requirement. M: Say, I’ve got something to be sent to the laundry.
Receive a guest and show him to his room:
• Showing him to his room • Introducing facilities • Water guidelines
Part Two Simulation Training
Language focus Classroom activities
Role-play
Mr. Green just arrives at your hotel. He has three pieces of luggage in all. You help him take the luggage to the elevator and he asks you to introduce something about your hotel. After getting off the elevator, you show him to his room and introduce some of the facilities in the room. And remind Mr. Green that he can place the “DND” sign outside the door if he wants to rest.
Miss Brown, here is your suitcase. M: Thank you.
B: (Opens the wardrobe.) You can hang your clothes in this section.(如果您还想要些衣架的话,请告诉我) If you want more clothes hangers, please let me know.
酒店金钥匙的服务宗旨，是在不违反国家法律的前提下，使客人 获得满意惊喜的服务。提供：从接待客人订房，安排车到机场、 车站、码头接客人，根据客人的要求介绍各特色餐厅，并为其预 订座位，联系旅行社为客人安排好导游，当客人需要购买礼品时 帮助客人在地图上标明各购物点等等，最后当客人要离开时，在 酒店里帮助客人买好车、船、机票，并帮客人托运行李物品，如 果客人需要的话，还可以订好下一站的酒店并与下一城市酒店的 金钥匙落实好客人所需的相应服务。
The front desk employees:
• doorman门童 • bellman行李员 • porter行李员 • bell captain行李领班 • concierge 行李部主管（“金钥匙”）
doorman门童
亦称门迎、门卫，是站在酒店入口处负责迎送 客人的前厅部员工。主要职责: 1.迎宾 2.指挥门前交通 3.做好门前保安工作 4. 回答客人问讯 5. 送客
7. Could you tell the driver to make a detour to the Bank of China? make a detour [ˈdi:tuə]绕道; 兜圈子 我们绕道走, 避开繁忙的交通。 We made a detour to avoid the heavy traffic.
• May include additional duties such as delivering newspapers to guest rooms, parking vehicles arriving during third shift hours.
• Maintain current knowledge of local area, attractions and events. • Perform other duties as assigned(指定的).
The duty of bellman • Greet incoming guests and escort(护送) them to their rooms. • Provide guests with baggage handling and transport service upon
arrival and checkout.
• 行李领班的岗位职责是支持和协助主管 的工作，管理并带领行李员、门童为客 人提供服务。
Concierge
• 金钥匙是一种“委托代办”的服务概念。 Concierge一词最早起源于法国, 指古代酒店的守门人,负责迎来送往和酒店的钥匙,但随着酒店业的发展, 其工作范围在不断扩大,在现代酒店业中,已成为为客人提供全方位 “一 条龙” 服务的岗位,只要不违反道德和法律,任务事情都尽力办到,以满足 客人的要求。
mini-bar 小冰箱 brochure [ˈbrəuʃuə]n. 小册子 thermos [ˈθə:mɔs] n. 热水瓶 Laundry bag 洗衣袋
laundry [ˈlɔ:ndri]n. 1 洗衣店, 洗衣房 2 待 洗的衣服
carfare [ˈkɑ:feə] n. 电车费,公共汽车费 elevator [ˈeliveitə] n. 电梯, 升降机
• 金钥匙的 Concierge 的服务内容涉及面很广：向客人提 供市内最新的流行信息、时事信息和举办各种活动的 信息，并为客人代购歌剧院和足球赛的入场券，或为 域外举行的团体会议作计划。满足客人的各种个性化 需求，包括计划安排在国外城市举办的正式晚宴；为 一些大公司作旅程安排；照顾好那些外出旅行客人和 在国外受训的客人的子女；甚至可以为客人把金鱼送 到地球另一边的朋友手中 ……
M: OK B:(这儿是浴室.毛巾在那边架子上)
This is the bathroom and the towels are on the rack over there. M: Where is the bell? B: The bell is on the bedside table. 你若有什么需要就按铃)
Unit Three
Bell Service
Part One Related Information
●Bell es
Brief introduction of bell service The bell service has the most frequent contact with the guests. Its staff is very important part of the reception process. The bellman usually works next to the front desk. In some hotels, the bellman does take care of the guest's luggage. He uses a cart when moving luggage.
• Orient(为…指示) guest to all hotel features and facilities upon check-in.
• Deliver items such as flowers, sundries(杂物), messages to guest rooms upon request.
It is difficult to get used to another country's customs.
5.Not in the least.毫不, 全无 我一点也不惧怕。 I am not in the least afraid.
6. run errand for sb 替人办事,为人跑腿 errand[ [ˈerənd] n. 1 差使 2 差事
• “金钥匙”服务，最早是法国在1929年率先提出的，他
们将“客人委托、酒店代办”式的个性化服务上升为一 种理念，并成立了饭店业委托代办的组织———金钥匙
组织。“金钥匙”是饭店综合服务的总代理，被誉为
“万能博士”，其佩戴的两把交叉的金钥匙，意味着尽 善尽美的服务，也象征着为客人解决一切难题。经过70 多年的发展，国际饭店金钥匙组织已有34个国家和地区
• Maintain clean lobbies or entrance areas for travelers or guests. Assist in other front services areas including valet(仆从) and doorman (看门人 ) services.
Light switch 电灯开关 Temperature adjuster 温度调节器 •adjuster [əˈdʒʌstə] n. 调停者,调节器 TV control 电视遥控器 air-conditioning [ˈɛəkənˌdiʃəniŋ]n. 空调设备 Electric kettle 电水壶 • electric [iˈlektrik]adj. 1 电动的, 电的 •kettle [ˈketl] n. (烧水用的)壶
Language Focus
1．You have three pieces of luggage in all.
in all总共, 合计. 他在中国共参观了10家医院。 He visited in all ten hospitals in China.
2．By the way, how do you figure the carfare? ◆ vt. 计算 请把总数算出来, 我用支票支付。 Figure the total and I'll pay it with a cheque. ◆估计, 有可能; 认为, 料想 我料想你不会来。
Introduction of the hotel:
• Five-star hotel • 450 international standard rooms • A recreation center on the second floor
(Play billiards, bowling)
Activity I Complete the following dialogue
I figured that you wouldn't come.
3. feel free to do sth. 随意，随便做 请随意提出您的建议。 Feel free to give your comments. 随时欢迎来访。 Feel free to drop in anytime.
4．I hope soon you will get used to the time difference. ➢ get used to习惯于 要适应另一国家的风俗习惯是很困难的.
Bellman/bellboy/bellhop/porter行李员
行李员工作岗位是位于酒店大堂一侧的礼宾部（行李服务 处）。 行李员的职责： 行李员不仅为客人搬运行李，还要向客人介绍店内服务项目 及当地旅游景点，帮助客人熟悉周边环境，跑差（送信、 文件等），传递留言，递送物品，替客人预约出租车。
Bell captain
参加。国际“金钥匙”是一个全球性的协会，目前已分 布在全球39多个国家和地区，我国于１９９７年加入该 协会，是国际饭店金钥匙组织的第31个成员国团体会员。 截止到2001年，中国饭店金钥匙组织已发展到54个城市、 180多家高星级酒店里共有248名金钥匙，每一位“金钥 匙”会员都必须定期接受严格的培训和考核。
(The bellman shows Mary Brown to her room. He unlocks the door and turns on the lights. B=Bellman M=Mary Brown)
B: Here we are. I hope you like it. M: It looks nice. B: (布朗小姐,你的手提箱在这儿.)
Receive a guest and show him to his room:
• Showing him to his room • Introducing facilities • Water guidelines
Part Two Simulation Training
Language focus Classroom activities
Role-play
Mr. Green just arrives at your hotel. He has three pieces of luggage in all. You help him take the luggage to the elevator and he asks you to introduce something about your hotel. After getting off the elevator, you show him to his room and introduce some of the facilities in the room. And remind Mr. Green that he can place the “DND” sign outside the door if he wants to rest.
Miss Brown, here is your suitcase. M: Thank you.
B: (Opens the wardrobe.) You can hang your clothes in this section.(如果您还想要些衣架的话,请告诉我) If you want more clothes hangers, please let me know.
酒店金钥匙的服务宗旨，是在不违反国家法律的前提下，使客人 获得满意惊喜的服务。提供：从接待客人订房，安排车到机场、 车站、码头接客人，根据客人的要求介绍各特色餐厅，并为其预 订座位，联系旅行社为客人安排好导游，当客人需要购买礼品时 帮助客人在地图上标明各购物点等等，最后当客人要离开时，在 酒店里帮助客人买好车、船、机票，并帮客人托运行李物品，如 果客人需要的话，还可以订好下一站的酒店并与下一城市酒店的 金钥匙落实好客人所需的相应服务。
The front desk employees:
• doorman门童 • bellman行李员 • porter行李员 • bell captain行李领班 • concierge 行李部主管（“金钥匙”）
doorman门童
亦称门迎、门卫，是站在酒店入口处负责迎送 客人的前厅部员工。主要职责: 1.迎宾 2.指挥门前交通 3.做好门前保安工作 4. 回答客人问讯 5. 送客
7. Could you tell the driver to make a detour to the Bank of China? make a detour [ˈdi:tuə]绕道; 兜圈子 我们绕道走, 避开繁忙的交通。 We made a detour to avoid the heavy traffic.
• May include additional duties such as delivering newspapers to guest rooms, parking vehicles arriving during third shift hours.
• Maintain current knowledge of local area, attractions and events. • Perform other duties as assigned(指定的).
The duty of bellman • Greet incoming guests and escort(护送) them to their rooms. • Provide guests with baggage handling and transport service upon
arrival and checkout.
• 行李领班的岗位职责是支持和协助主管 的工作，管理并带领行李员、门童为客 人提供服务。
Concierge
• 金钥匙是一种“委托代办”的服务概念。 Concierge一词最早起源于法国, 指古代酒店的守门人,负责迎来送往和酒店的钥匙,但随着酒店业的发展, 其工作范围在不断扩大,在现代酒店业中,已成为为客人提供全方位 “一 条龙” 服务的岗位,只要不违反道德和法律,任务事情都尽力办到,以满足 客人的要求。
mini-bar 小冰箱 brochure [ˈbrəuʃuə]n. 小册子 thermos [ˈθə:mɔs] n. 热水瓶 Laundry bag 洗衣袋
laundry [ˈlɔ:ndri]n. 1 洗衣店, 洗衣房 2 待 洗的衣服
carfare [ˈkɑ:feə] n. 电车费,公共汽车费 elevator [ˈeliveitə] n. 电梯, 升降机
• 金钥匙的 Concierge 的服务内容涉及面很广：向客人提 供市内最新的流行信息、时事信息和举办各种活动的 信息，并为客人代购歌剧院和足球赛的入场券，或为 域外举行的团体会议作计划。满足客人的各种个性化 需求，包括计划安排在国外城市举办的正式晚宴；为 一些大公司作旅程安排；照顾好那些外出旅行客人和 在国外受训的客人的子女；甚至可以为客人把金鱼送 到地球另一边的朋友手中 ……
M: OK B:(这儿是浴室.毛巾在那边架子上)
This is the bathroom and the towels are on the rack over there. M: Where is the bell? B: The bell is on the bedside table. 你若有什么需要就按铃)
Unit Three
Bell Service
Part One Related Information
●Bell es
Brief introduction of bell service The bell service has the most frequent contact with the guests. Its staff is very important part of the reception process. The bellman usually works next to the front desk. In some hotels, the bellman does take care of the guest's luggage. He uses a cart when moving luggage.
• Orient(为…指示) guest to all hotel features and facilities upon check-in.
• Deliver items such as flowers, sundries(杂物), messages to guest rooms upon request.
It is difficult to get used to another country's customs.
5.Not in the least.毫不, 全无 我一点也不惧怕。 I am not in the least afraid.
6. run errand for sb 替人办事,为人跑腿 errand[ [ˈerənd] n. 1 差使 2 差事
• “金钥匙”服务，最早是法国在1929年率先提出的，他
们将“客人委托、酒店代办”式的个性化服务上升为一 种理念，并成立了饭店业委托代办的组织———金钥匙
组织。“金钥匙”是饭店综合服务的总代理，被誉为
“万能博士”，其佩戴的两把交叉的金钥匙，意味着尽 善尽美的服务，也象征着为客人解决一切难题。经过70 多年的发展，国际饭店金钥匙组织已有34个国家和地区
• Maintain clean lobbies or entrance areas for travelers or guests. Assist in other front services areas including valet(仆从) and doorman (看门人 ) services.
Light switch 电灯开关 Temperature adjuster 温度调节器 •adjuster [əˈdʒʌstə] n. 调停者,调节器 TV control 电视遥控器 air-conditioning [ˈɛəkənˌdiʃəniŋ]n. 空调设备 Electric kettle 电水壶 • electric [iˈlektrik]adj. 1 电动的, 电的 •kettle [ˈketl] n. (烧水用的)壶
Language Focus
1．You have three pieces of luggage in all.
in all总共, 合计. 他在中国共参观了10家医院。 He visited in all ten hospitals in China.
2．By the way, how do you figure the carfare? ◆ vt. 计算 请把总数算出来, 我用支票支付。 Figure the total and I'll pay it with a cheque. ◆估计, 有可能; 认为, 料想 我料想你不会来。
Introduction of the hotel:
• Five-star hotel • 450 international standard rooms • A recreation center on the second floor
(Play billiards, bowling)
Activity I Complete the following dialogue
I figured that you wouldn't come.
3. feel free to do sth. 随意，随便做 请随意提出您的建议。 Feel free to give your comments. 随时欢迎来访。 Feel free to drop in anytime.
4．I hope soon you will get used to the time difference. ➢ get used to习惯于 要适应另一国家的风俗习惯是很困难的.
Bellman/bellboy/bellhop/porter行李员
行李员工作岗位是位于酒店大堂一侧的礼宾部（行李服务 处）。 行李员的职责： 行李员不仅为客人搬运行李，还要向客人介绍店内服务项目 及当地旅游景点，帮助客人熟悉周边环境，跑差（送信、 文件等），传递留言，递送物品，替客人预约出租车。
Bell captain
参加。国际“金钥匙”是一个全球性的协会，目前已分 布在全球39多个国家和地区，我国于１９９７年加入该 协会，是国际饭店金钥匙组织的第31个成员国团体会员。 截止到2001年，中国饭店金钥匙组织已发展到54个城市、 180多家高星级酒店里共有248名金钥匙，每一位“金钥 匙”会员都必须定期接受严格的培训和考核。
(The bellman shows Mary Brown to her room. He unlocks the door and turns on the lights. B=Bellman M=Mary Brown)
B: Here we are. I hope you like it. M: It looks nice. B: (布朗小姐,你的手提箱在这儿.)