第三章礼宾服务chapter 3Concierge Service

Handling baggage for hotel guests Providing hotel-specific information Supplying directions Securing the services of outside companies, such as for:
Listening Practice
Keys
1) Arrange a bus to send them to the airport. 2) Acquire necessary information about the guest’s request, e.g. the number of people in the group, the time to leave, etc. to arrange for guests.







(C: Concierge G: Guest) G: Excuse me, could I ask you something? C: Yes, of course. You are more than welcome to do so. What is it? G: Well, I am planning to take a friend of mine to dinner. You see, we both love Chinese dishes. I'm wondering if you could recommend to me a good local restaurant where I can find some good local dishes. C: Well, if local dishes are what you are looking for, there is no other place in the whole city that'll please your appetite better than the Hujin Restaurant. The restaurant serves very good local dishes. G: How far is it from here? C: It's located on the Bayi Road, Wuchang District. It is quite a distance from our hotel. I would suggest you take a taxi. G: Shall I make a reservation for the dinner? C: That will be good. The restaurant usually is crowded with clients at nights.
Questions for Discussion

What should an ideal Concierge be like? Who found Les Clefs d’Or? Please introduce the organization.
Vocabulary Study
Vocabulary Study
t 3
Concierge Service
学习 目标 情景 对话 岗位 简介
功能 句型 词汇 学习
工作 流程
Unit Three
1
Objectives
5 6 7 8
Useful Sentences Dialogue Action Learning
2 Warming-up Activities




C: Yes, I can. When does your plane leave? G: It goes at 5:30, but I like to get to the airport with plenty of time. C: How many people are there in your group? G: There are 8. C: It takes about one hour to go to the airport. When do you like to leave? G: How about 3:00? C: That's OK. A bus will wait for all of you at 2:45 at the entrance. And two bellmen will help with your luggage. C: That'll be fine. Thank you. G: You are welcome. I hope you have a good trip.






G: OK, we'll go there by taxi. But do you mind writing down the name of the restaurant on this piece of paper for us so that I can show it to our taxi driver? C: No, not at all. Here you are. G: Can you make a reservation for us? C: My pleasure. G: Thank you. One last thing, do you have any idea how much we should pay the taxi driver for the trip? C: Twenty-five yuan would be plenty to cover it. That's about three U.S. dollars. G: Thank you for your information. C: It's my pleasure. Have a good time!

Les Clefs d’Or boasts more than 5,000 concierge members located in more than 40 countries worldwide. Their motto, “There will be, in every country, Clefs d’Or members who are able to continue with our mission: to be of service to our profession, and the hotel and tourist industry,” speaks of their commitment to guest-service and satisfaction. Yearly, Les Clefs d’Or organizes and sponsors a global congress whose goal is to their brand and service-oriented network development through friendship, cooperation, education, and training.

Concierge Service
The Concierge serves a valuable function in larger, and sometimes more upscale, hotels. The ideal Concierge should be friendly, outgoing, helpful, courteous, knowledgeable, and professional. The Concierge has numerous duties. These may include, but are not limited to:
handling luggage
making dining reservations
Warming-up Activities
picking up guests at the airport
arranging transportation
Warming-up Activities
Questions for Discussion Have you ever enjoyed good concierge service at a hotel? What do you think of the importance of a concierge? What do you know about concierge service Les Clefs d’Or (金钥匙组织)? (open)

picking up guests at the airport making bookings arranging travel informing guests of local services available delivering mail

Suggesting local hotspots and entertainment, such as:
restaurants tourist and sightseeing attractions shops nightlife
theaters and shows
sporting events

In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network serviceindustry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.