五星级酒店服务标准手册

After a long journey, the guests would look forward to getting to their room as soon as possible. The bellman should show them to their room quickly. The conversation on the way from the reception to the room is important on a guest’s arrival. A deadly silence in the lift can be very embarrassing. After you show the guest to the room, you should describe
Professional Term
行李服务
如果是团队的行李，应由行李员点清件数，由领队或导游确认签字，再分 别送往客人房间，团队离开时，应当提前收集行李，由领队或导游确认签字后 再送往机场、车站或码头，搬运时一定要小心轻放。
行李员不仅负责为客人搬运行李，还要为客人介绍店内服务项目及当地旅 游景点，帮助客人熟悉周围环境，还要为客人传递留言、递送物品、预约出租 车等等。所以说，行李员是酒店与客人之间联系的桥梁，他们的服务质量直接 关系到酒店的形象。
Conversation
The following three conversations are between a guest and a bellman at hotel while providing bell service.
Section A Section B
Famous brand of wine
Intensive Reading: Para.2
After a long journey, the guests would look forward to getting to their room as soon as possible. The bellman should show them to their room quickly. The conversation on the way from the reception to the room is important on a guest’s arrival. A deadly silence in the lift can be very embarrassing. After you show the guest to the room, you should describe
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Preparation & General knowledge
Search and Discuss
Is the bellman responsible for carrying luggage to the room? Is it necessary for the bellman to introduce the service and facilities of the hotel to the guests?
to their room?
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Warm up
Please mark down what a bellman should do Say “welcome” to the guest. Shake hands with the guests. Register for the guests. Introduce the receptionist to the guests. Carry the baggage for the guests. Show the guests to their rooms. Deliver message and mails.
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show sb to：带领某人到某处
E.g. - show around 到处参观 Practice
1. I will show you to the banquet hall. 我带您到宴会厅去。
2. I will show you around the factory. 我带您参观一下工厂。
Study-target
➢ 知识目标：学习行李服务的有关知识、重点句型，了解行李服务的基本程序。 ➢ 技能目标：掌握行李服务的重点句型和行李员的相关职责。 ➢ 能力目标：通过本单元的学习，能熟练掌握行李提送的有关语句和客人进行交流，并能帮助客人解决在
行李提送和酒店服务方面的问题。
Please tell which one is a bellman
Bell Service
Unit Three
ConSttudeyn-ttarsget
Preparation and general knowledge Sample-writing
Classical practices Reading through the text The key sentences Role-playing Exercises For your reference
Brandy Whisk(e)y Gin Vodka Rum Champagne cocktail Red Wine White Wine Rose Wine
白兰地 威士忌 金酒 伏特加 朗姆酒 香槟 鸡尾酒 红葡萄酒 白葡萄酒 玫瑰葡萄酒
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Teaching Procedures
➢Ask the students to work in pairs to act out the short conversations.
Intensive Reading: Para.1
The bell service has the most frequent contact with the guests. The bellman greets the guests at the gate, delivers baggage and shows them to their rooms, introduces some hotel facilities and room facilities, and runs errands for the guests, such as summoning taxis.
room
2. How to receive individual guests
Ask the guests whether they havwenku.baidu.com luggage or not Help them with their luggage and guide them to the front desk Show them to the guest room after checking in
➢Ask students to list more expressions for bell service.
Reading through the text
Word Bank
bellman luggage baggage elevator lift trolley cart
trunk backpack claim tag suitcase handbag briefcase
Sample Writing
Professional term:
行李服务
行李是旅游、商务不可缺少的重要组成部分，因为行李除包括日常 用品外，还可能有贵重物品，或者是商务资料甚至是商务机密。
行李运送一般由行李员负责。客人一到酒 店门口，行李员就应主动上前打开车门，问客 人有无行李，如有则帮客人提至前台，等客人 办好登记手续后再送到客房，同时应建议（提醒） 客人把贵重物品放入酒店保险箱保存。
contact:接触、联系
E.g. – business contact 商务交往 - direct contact 直接联系 Practice
We don’t have any contact with that company. 我们与那家公司没有任何联系。
Intensive Reading: Para.1
Ask and answer questions after reading
1. What is the main responsibilities of the bellman? 2. Is it necessary for the bellman to talk with guests when he shows the guests
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rEu.gn.–eThre rboaynodftsen:ru跑ns e腿rra，nds 办for事us. 这孩子常给我们跑腿（买东西）
Practice Dozens of errands to run.
许多要跑腿的差事 I have no time to run errands for you.
Procedures of doing the bell service
1. How to receive group guests？ 2. How to receive individual guests?
1. How to receive group guests?
Count the number of luggage Ask the tour leader or tour guide to confirm and sign. Deliver the luggage to the guest’s
the room, recommend the facilities, and hope
the guest to be free to ask any questions about
hotel services. At last, the bellman can do
farewell
to
guests.
Intensive Reading: Para.1
The bell service has the most frequent contact with the guests. The bellman greets the guests at the gate, delivers baggage and shows them to their rooms, introduces some hotel facilities and room facilities, and runs errands for the guests, such as summoning taxis.
The bell service has the most frequent contact with the guests. The bellman greets the guests at the gate, delivers baggage and shows them to their rooms, introduces some hotel facilities and room facilities, and runs errands for the guests, such as summoning taxis.
conversation:会话，交谈
E.g.–I join the conversation. 我加入谈话。
Practice a three-way conversation 三方会谈 run out of conversation 谈得无可再谈
Intensive Reading: Para.2
我现在没有时间替你跑腿。
summon:召唤，召集
E.g.–summon the police quickly! 快去叫警察！ Practice
They have to summon a second conference and change the previous decision. 他们不得不召集第二次会议，改变 以前的决定。