2. 《饭店 英语》HotelEnglish

3. Unit Six Guiding Guests to Their Rooms

4. I Discovering Language I’m sorry. I’m sorry. Which sound? Which sound? /k/ or /g/? Guiding Guests to Their Rooms

5. 发音方法 I. Discovering Language Which sound can you hear? tag,tack; back, bag; in cage, engage; Kate, gate Read and Explore /k/ or /g/

6. Read the sentences slowly, and try to distinguish the above consonant from on another. (1) Put the sale tags on all coats and dresses. (2) There is a name tag on the bag. (3) It was a brave decision to change the tack in the middle of the project. (4) The carpet was tacked to the floor. Read and Explore

7. 发音方法 (5) What ’ s that on your back? It ’ s my schoolbag. (6) Today John will be engaged to Mary. So before he leaves his home, he locks the bird in cage. (7)Anyone has seen Kate? Yeah, she is outside the gate. Read and Explore /k/ or /g/

8. II Introduction Introduction Guiding Guests to Their Rooms

9. Word Reference: concierge service 礼宾服务 hinge on 以... 为准绳 principle 准则，操守，规范 run errands 跑腿，供差遣 skipper 逃帐者 good-will ambassador 亲善大使 escort 陪同 lift 举起 baggage rack 行李架

10. Concierge service is a common practice throughout the hotel world. It is an integral part of the registration and assignment process. Concierge service hinges on a very basic principle: making every guest feel that he or she is the most important person in the world, and dealing with any request a guest may have, no matter how strange it is. Introduction

11. In some large hotels, the concierge service is a fully staffed department of the room division. Its role is particularly important in today ’ s age of automation. As many services become computerized and standardized, concierge service often provides the special attention a guest would not otherwise receive. To meet this goal, hotels place a concierge desk in a prominent location in the hotel lobby.

12. The basic duties of the concierge staff are to do the bell service and to attend to guests ’ needs which are not provided normally by the hotel. They are in a position to carry the hotel ’ s message to the guest and the guest ’ s reaction to the management. They act as hosts to arriving guests and as sales representatives for the hotel.

13. They serve guests in the room, the lobby, and other public areas, run on errands, and assist at departure. They act as the eyes and ears of the security department, watch for skippers, and make inspections as they charge their rooms. They act as good-will ambassadors to escort guests both from home and abroad.

14. The bell service attends the guest from the door attendant ’ s first greeting, to the final room destination, accompanied by the bellman. In the performance of their duties, service personnel have an extraordinary opportunity to sell the facilities of the hotel and to portray its characters.

15. On the arrival of the guest, the bellman carries in his or her baggage from the car. The baggage stays on the lobby floor until the guest finishes registering. With the room card at hand, the bellman escorts the guest with his or her baggage to the room.

16. Once inside the room, the bellman performs the inspection function. If everything is OK, he should get out of the room and give the room card back to the guest. Some other things are also necessary for the bell man to do before the guest enjoy his/her room. First, he hangs the guest ’ s loose clothing and lifts the baggage onto the baggage rack or bed. Lights and other facilities are checked and the room is inspected for cleanliness.

17. Special features of the hotel are explained — the spa or the operation hours of room service, for example. Self-service items are pointed out: mini-bar or the in-room safe, for example. Unless there is a special request for service, the bellman leaves the key and the room card to the guest. Before leaving, there may be a final selling for a particular dining room or lounge and a final “ Good day ”.

18. Besides the bell service, concierge staff must be knowledgeable about the surrounding community, as well as about the hotel. If they do not know something, then they must be resourceful in finding the answer. Typically, concierge staff can provide directions and information on local attractions and facilities as well as arrange for airplane and theater tickets. They might also be asked to arrange for car rentals or taxi orders.

19. III Lead-in Activities Do you know? Let me explain it to you… Guiding Guests to Their Rooms

20. Can you give the answers to them ? 1. What is the basic principle of the concierge service? 2. Why concierge service is particularly important in today ’ s age of automation ? 3. What kinds of things should a concierge team member know besides the bell service? 4. Have you ever seen a doorman or a bellman? What do you think about their service? 5. What kind of luggage would you choose if you want to make a trip? Class activity team work

21. IV Topic extension Words and Expression s Listen to the following dialogues. Guiding Guests to Their Rooms

22. Words and expressions Lafite 拉菲（顶级红酒的一种，产于法国，被称为红酒中的皇后） bellman n. ( 为旅客搬运行李的 ) 服务生 Bell Captain n. 服务生领班 fragile adj. 易碎的 leather n. 皮革, 皮革制品 elevator n. 电梯 inconvenience n. 不方便之处 closet n. 壁橱 French door 落地窗 / 门 mini-bar n. 小冰柜 accommodation n. 住宿 Premier room 贵宾房 panoramic adj. 全景的 brochure n. 小册子 enchanted adj. 陶醉的，入迷的 slippery adj. 光滑的 china n. 瓷器 tea set 茶具

23. Dialogue I Dialogue I B: Good Afternoon, madam. I’ll show you to your room. You have three suitcases and one bag. Is that right? G: Yes, that’s right. B: Is there anything valuable or fragile in the bag? IV Topic Extension Guiding the guest to his/her room with the luggage Guiding the guest to his/her room with the luggage B = Bellman G = Guest

24. G: En, yes. There’s a bottle of Lafite in it. B: Could you carry this bag, madam? I’m afraid the contents might break. G: OK. B: Thank you, madam. May I have your room card, please? G: Yes. Here you are. B: Thank you, madam. Your room is on the 6th Floor. Please come this way. IV Topic Extension

25. (To the elevator) B: Here are the elevators. G: I see. B: The two elevators on the left are the express ones to the 16th Floor and above, the middle one goes to every floor, while the two elevators on the right only go up to the 15th Floor, with stops at every floor. Your room is on the 6th Floor. Please take any one on your right. I’ll be after you, madam. G: Thank you. IV Topic Extension

26. (On the 6th Floor) B: This is your room. (Presses the card to unlock the door and switches on the light.) B: Please, I’ll be after you, madam. May I put your suitcases here? G: Sure. Anywhere is all right. B: Here is your room card. Is this all of your luggage? IV Topic Extension

27. G: Let me see. Yes, that’s all. B: May I hang your coat in the closet, madam? G: Ah, OK. Please do! B: Shall I open the curtains for you? G: No, thank you. Leave it there. B: Enjoy your stay in Pudong Shangri-La, madam. IV Topic Extension

28. Dialogue II Dialogue II IV Topic Extension Introducing the hotel to the guest Introducing the hotel to the guest B: (Unlocks the door) Here we are. G: Great! I like the French door. It makes the room so bright. B: I’m glad you like it. This room has a telephone, a color TV set, an indoor movie, a web link, an air conditioner, a mini-bar and local newspapers. G: That’s great. Could you tell me something about your hotel? B = Bellman G = Guest

29. IV Topic Extension B: Certainly. Our hotel has a total of 950 rooms of incomparable accommodations. The hotel’s Premier rooms, here, at 54 square meters, are the most spacious guestrooms in Shanghai, with panoramic, floor-to-ceiling views of the historic Bund as you can see. G: How about the restaurants? B: We have three spacious Chinese restaurants, a deluxe western style restaurant, a snack gallery, large and small banquet halls, a bar and a 24-hour café. G: Sounds great. Have you got a swimming pool?

30. IV Topic Extension B: Yes. It’s on the first floor. And we also have a bowling room, a health club and Chi, the Spa at Shangri-La. G: Well, I’d like to have a brochure of your hotel, where could I get one? B: You can get it from the Front Desk. If you need something else, please call up the Guest Service Center. The telephone directory is on the right table beside the phone. G: Thanks a lot. B: You’re welcome. Enjoy your stay with us. We are always at your service.

31. Dialogue III Dialogue III IV Topic Extension Helping the guest with heavy shopping bags Helping the guest with heavy shopping bags B: May I help you with your bags, madam? G: Yes, please. What an irresistible sale! B: You are right, madam. It is the best time to visit Shanghai. But today is a rainy day and the floor is slippery, so please take care. Shanghai. But today is a rainy day and the floor is slippery, so please take care. G: Thank you for reminding me. I’ve just bought a piece of fragile china. (A guest comes back with some heavy shopping bags.) B = Bellman G = Guest

32. IV Topic Extension B: China is usually chosen as a gift for friends by many guests, especially vases and tea sets. G: You are right. This is such a beautiful vase that I was enchanted at the first sight. B: Do you need an extra wrapping? G: No, thanks. I think it’s good enough.

33. V Oral Time Translate the following sentences, please. Act it out Complete the dialogue. Guiding Guests to Their Rooms

34. Situation A: A guest of Room 1306 in Pudong Shangri- La Hotel is going to check out soon, so he calls the Bell Captain’s Desk and asks someone to pick up his luggage. Act it out

35. Situation B: A bellman sent the luggage to a room, only to find a suitcase was missing. The Bell Captain helps to find the lost luggage. Act it out

36. B: Good morning, sir. May I take _____________? G: All right. Thank you very much. B: _____________, sir. May I have your room card? G: Certainly. _______________. B: Thank you, sir. Your room is on the 20th floor. Please __________. (Open the door) B: Here is your room, sir. _____________. G: Thank you. Oh, what a large room! So nice! B: _________ you like it. All the rooms in our hotel _________ in size, and rooms on this side have a good view of the historic Bund. G: Yes. The view is wonderful. Is this the brochure of your hotel? B: Yes, it is. You can get a general idea of the __________ and facilities in our hotel from it. G: I see. Thank you. B: You ’ re welcome. _______________. Complete the dialogue Mini-Dialogue Check up

37. B: Good morning, sir. May I take your luggage? G: All right. Thank you very much. B: You ’ re welcome, sir. May I have your room card? G: Certainly. Here you are. B: Thank you, sir. Your room is on the 20th floor. Please follow me. (Open the door) B: Here is your room, sir. After you. G: Thank you. Oh, what a large room! So nice! B: I ’ m glad you like it. All the rooms in our hotel are large in size, and rooms on this side have a good view of the historic Bund. G: Yes. The view is wonderful. Is this the brochure of your hotel? B: Yes, it is. You can get a general idea of the services and facilities in our hotel from it. G: I see. Thank you. B: You ’ re welcome. Have a nice stay. Mini-Dialogue Check up

38. Translation 1) 您的包里有什么贵重或是易碎的物品吗？ 2) 您有多少件行李 ? 3) 我立刻派服务生过去拿行李，请在房间等候好吗？ 4) 楼这一侧房间的外景都很好。 5) 先生，这是您的取物条。 Check up

39. 1)Is there anything valuable or fragile in your bag? 2)How many pieces of luggage do you have? 3)We will send a bellman immediately. Could you wait in your room, please? 4)Rooms on this side of the building have a lovely view. 5)This is your claim tag, sir. Translation Check up

40. VI English around You A story? English is everywhere! Guiding Guests to Their Rooms

41. You Can't Fool Me! There was a lady from the countryside who came to the city and checked into a hotel. Then she said to the bellman, "I refuse to take a tiny room like this, with no window and no bed in it! You can't treat me like a fool just because I don't travel much! I'm going to complain to the manager!" So the bellman said very politely, "Madam, this isn't your room. It's the elevator!" Story