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Hotel English

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  1. Hotel English

  2. Chapter 1 Reservation Service Basic Procedures ● telephone reservation ● revising the reservation ● cancel the reservation

  3. Background Information Nowadays Hotel advance reservation business is the introduction of a computerized reservation Network linking different hotels in a hotel chain with each other, with airline seat reservation system and with the computer terminals in the offices of travel agencies. Thus the guest’s reservation is very convenience. Guests can go simply to either agency or an airline office or to have their reservation in the Hotel they like.

  4. Dialogues Sentences for Imitation: KnowledgeTips Practical Training

  5. Dialogue 1 Receiving a Reservation (R= Receptionist O= Operator G= Guest ) O: Good evening. Shangri-la Grand Hotel. May I help you? G: I’d like to reserve a room. O: Hold on, please. I will put you through to the reservation department. R: Good morning. Room Reservations. May I help you? G: I’d like to reserve a room for 2 nights. R: What kind of room would you like, sir? G: I would like to have a double room. R: May I have your name and phone number, please? G: John Black. J-O-H-N B-L-A-C-K. And my telephone number is 008 528 382 268. R: J-O-H-N B-L-A-C-K. Mr. Black. Your telephone number is 008 528 382 268. When are you going to arrive here? G: Next Monday. February 28th, I think. R: Very well. I would like to confirm your reservation. A double room for 2 nights from February 28th to March 1st. Am I all right? G: Absolutely. Thank you. R: It’s my honor to serve you. We are looking forward to serving you G: That’s fine. Good-bye. R: Good-bye.

  6. Dialogue 2 Tour Group Reservation ( R= Receptionist GL= Group Leader ) R: Good evening, sir. Shangri-la Grand Hotel. May I help you? GL: Yes. I’d like to make a group reservation in your hotel. R: We have different kinds of rooms, such as single rooms, double rooms, twin rooms, different deluxe suites in Chinese, Japanese, Roman and Presidential styles. Which kind of room would you like? GL: I think we would like to have 16 double rooms and one deluxe suite in Chinese style. R: For which date? GL: From January 6th to January 10th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while) Thank you for your waiting, ma’am. The rooms you want are available at that time. May I know the name of the group?

  7. Dialogue 2 Tour Group Reservation ( R= Receptionist GL= Group Leader ) GL: British Business Delegation. R: British Business Delegation. May I have your name and telephone number? GL: John White. And the number is 886 660 67. R: Mr. White. I’d like to confirm your reservation. 16 double rooms and one deluxe suite in Chinese style from January 6th to January 10th for 4 nights for British Business Delegation Group. And your phone number is 886 660 67. Is that all right? GL: Exactly. Thank you very much. Good-bye. R: It’s my honor to be at your service. I am looking forward to serving you. Good-bye.

  8. Dialogue 3 Face to Face the Reservation (R= Receptionist G= Guest ) R: Good evening, sir. Welcome to Great Wall Hotel. May I help you? G: Yes. I’d like to reserve a room for 3 days, please. R: What’s the type of room that you like? G: I’d like to have a single room. And I want to stay at your hotel from October 5th to October 7th. R: Wait a moment, please. I am going to check the room availabilities for those days. (After a short while) Thank you for your waiting, sir. We have no single room at that time. Would you like to have a double room instead of a single room? G: What’s the difference?

  9. Dialogue 3 Face to Face the Reservation (R= Receptionist G= Guest ) R: The main difference is the bed in the double room is nearly as 2 times big as the one in the single room, so you will feel more comfortable in the double room. Furthermore, the price of a double room per night is 880 RMB, at the meantime, the single room is 580 RMB per night. G: Sounds not bad. Okay, I’ll have it. R: May I have your name and phone number, please? G: Simon Smith. S-I-M-O-N S-M-I-T-H. And the number is 886 680 08. R: Mr. Smith. I’d like to confirm your reservation. A double room from October 5th to October 7th for 2 nights. And your phone number is 886 680 08. Is that all right? G: Exactly. Good-bye. R: Okay. Mr. Smith. I am looking forward to serving you. Good-bye.

  10. Dialogue 4 Revising the Reservation (R= Receptionist G= Guest ) R: Good evening, sir. Welcome to HuaTian Hotel. May I help you? G: Yes. I’d like to revise my room reservation. R: Could you tell me under whose name was the reservation made? G: Under my name. Smith. S-M-I-T-H. R: For which date? G: From December 12th to 23rd. R: Okay. I’ve found the record of the reservation. How would you want to revise your reservation? G: I would like to postpone the reservation 3 days later, because my schedule has been changed a little bit. R: So, Mr. Smith, your reservation would be revised from December 15th to 26th. G: Yes. That’s all right. Thank you. R: It’s my pleasure. One more thing, Mr. Smith. Is your telephone number still the former one we have? G: Yes, absolutely. R: Okay. Mr. Smith. Thank you for your calling us. We are looking forward to seeing you.

  11. Dialogue 5 Cancel the Reservation (R= Receptionist G= Guest ) R: Good morning. Changcheng Grand Hotel. Room Reservations. May I help you? G: I’d like to cancel a reservation since my schedule for the following days has been changed. R: That’s ok. Could you tell me under whose mane was the reservation made? G: Black. B-L-A-C-K. R: And what was the date of the reservation? G: From June 20th to June 23rd for 3 nights. R: Excuse me, but is the reservation for yourself or for another party? G: It’s for the General Manager in my company. R: Well. May I have your name and phone number, please? G: Yes, it’s Jennifer Green, and my number is 838 638 29. R: Thank you, ma’am. I will cancel Mr. Black’s reservation for June 20th for 3 nights. My name is Rachel Wu and we look forward to another chance to serve you. G: Thank you all the same, Miss Wu. R: It’s my pleasure. Good-bye.

  12. Dialogue 6 No empty Rooms (R= Receptionist G= Guest ) R: Room Reservations. Good evening. May I help you? G: Yes. I’d like to reserve a single room for August 5th. R: Just a moment, please. I’m sorry, sir. We are fully booked on that date. G: Oh. What a pity. R: Is it possible for you to change your reservation date? G: No. That’s not possible. R: Would you like us to put you on our waiting list and call you in case we have a cancellation? G: That’s very kind of you. But could you recommend me another hotel which won’t be full up? R: Yes, of course. Where would you rather like to be, in the downtown or in the suburbs? G: In the downtown. Because the main part of my schedule is in the downtown. G: In that case, I would suggest that you try International hotel. G: Do you know what the rate per night for a single room is there? R: It will be 380 RMB per night. G: I see. One last thing, could you give me the telephone number? R: Yes. It’s 838 2666. Shall I call the hotel for you now? G: No. I’ll do it myself. Thank you very much for your help. Good-bye. R: Good-bye. And thank you for calling us.

  13. Sentences for Imitation: 1. Good morning. Room Reservations. May I help you? 2. It’s my honor to be at your service. 3. Could you tell me under whose name was the reservation made? 4. Thank you for your waiting, ma’am. 5. How many of your people ? 6. For which date? 7. I’m sorry, sir. We are fully booked on that date. 8. I really appreciate your help.

  14. Knowledge Tips 酒店房间种类 单间房一般是由一间面积为16~20m2的房间,内有卫生间和其他附属设备组成。 房内设一张单人床的叫单人间,这样的房间适合商务旅游的单人住用。 双人间(标准)房内设两张单人床或一张双人床的叫,这样的房间适合住两位客人和夫妻同住,适合旅游团体住用。 套间房是由两间或两间以上的房间(内有卫生间和其他附属设施)组成。 双套间:一般是连通的两个房间。一间是会客室,一间是卧室。卧室内设两张单人床或一张双人床。这样的房间适合夫妻或旅游团住用。 组合套间:这是一种根据需要专门设计的房间,每个房间都有卫生间。有的由两个对门的房组成;有的由中间有门有锁的隔壁两个房间组成;也有的由相邻的各有卫生间的三个房间组成。 多套间:由三至五间或更多房间组成,有两个卧室各带卫生间还有会客室、餐厅、办公室及厨房等,卧室内设特大号双人床。 高级套间:由七至八间房组成的套间,走廊有小酒吧。两个卧室分开,男女卫生间分开,设有客厅、书房、会议室、随员室、警卫室、餐厅厨房设施,有的还有室内花园。 立体套间:由楼上、楼下两层组成,楼上为卧室,面积较小,设有两张单人床或一张双人床。楼下设有卫生间和会客室,室内有活动沙发,同时可以拉开当床。

  15. I. Listen to the following recording and complete the dialogue: Practical Training ( R= Receptionist G= Guest ) R: Good evening, sir. Shangri-la Grand Hotel. ______________________ G: Yes. _________________________________ R: For which date? G: From this Friday to Sunday. R: From this Friday to Sunday. That’s from June 6th to 8th. Wait a moment, please. I am going to check the list. Sorry, sir. ________________________________________ How about a double room? G: I’d like to stay in your hotel. Okay. A double room is not bad. R: ___________________________________________ G: John Smith. My phone number is 838 855 38. R: Mr. Smith. Your phone number is 838 855 38. Am I correct? G: Yes, absolutely. Thank you. Goodbye. R: It’s my pleasure. Mr. Smith. _______________________________ Room reservations. May I help you? I’d like to reserve a single room in your hotel. The single rooms are not available on these days. May I have your name and phone number, please? We are looking forward to serving you.

  16. II. Make dialogue according to the situations Practical Training Situation A Mr. Black wants to book a double room with a bath in the hotel for October 16th to 18th. The receptionist answers his phone and helps him to reserve. Situation B Mr. Smith wants to reserve a room in the hotel for January 5th to 8th. However, all the rooms are fully booked. The receptionist helps him to get a room in another hotel.

  17. III. Complete the following dialogue according to the Chinese in brackets and then read it in roles. Practical Training ( R= Receptionist G= Guest ) R: Good evening, sir. .(欢迎来到香格里拉大酒店。) May I help you? G: Yes. .(我想要取消一项预订。) R: ?(请问,是以谁的名字预订的?) G: John Smith. R: ? (请问预订人日期是什么时候?) G: .(从1月5日起3个晚上。) R: Was the reservation made for yourself or someone else? G: It’s made for me. , (因为我的行程安排有所改变,)I have no enough time to stay in your town at that time. R: I’ll cancel Mr. John Smith’s reservation from January 5th for 3 nights. We are looking forward to another chance to serve you. ?(请问还有什么需要我做的吗?) G: No. That’s all. Goodbye. R: Goodbye. Mr. Smith. Welcome to Shangri-la Grand Hotel I’d like to cancel a reservation In whose name was the reservation made What was the date of the reservation From January 5th, for 3 nights Because my itinerary has been changed Is there anything else I can do for you

  18. IV. Read the following Reservation Letter and try to put them into the right order. Practical Training Dear Sir, 1. My family and some of my friends wish to spend about a week at your hotel. We require two double rooms with a private bath, and one twin room with a shower. 2. From one local travel service I have learnt that Western Lake is the right place for holiday. On a list of recommended hotels I found the name of your hotel. 3. I am looking forward to your early reply. 4. Would it be possible to let us have these rooms for the period from January 15th to 21st? Kindly let us know your terms. Yours sincerely, Peter Cooper 2-1-4-3

  19. V. Put the following sentences into English orally. Practical Training 1. 我想在你们饭店预订一间单人间。 2. 可以问一下到时会有多少客人吗? 3. 可以帮我们安排一下吗? 4. 您想要哪种房间,单人间还是双人间? 5. 预订日期是什么时候? 6. 我来看看那几天的房间可用情况中。 7. 我想确认一下您的预订。 8. 一间朝阳面的双人房每晚500元人民币。

  20. V. Put the following sentences into English orally. (answers) Practical Training 1. I would like to reserve a single room in your hotel. 2. How many guests are there going to be? 3. Could you please arrange that for us? 4. Which type of room would you prefer, single room or double room? 5. What’s the date of the reservation? 6. I am going to check the room abilities on these days. 7. I’d like to confirm your reservation. 8. A double room with a front view is 500 RMB per night.

  21. Chapter 2 Reception Desk Basic Procedures ●registration ● receiving the advance reservation ● extending stay

  22. Background Information Receptionist Receptionists often work for businesses like spas, doctors’ offices, and salons which provide services to the public. In these positions, a receptionist makes appointments, keeps track of the schedule, keeps staff members updated about their bookings for the day, and handles client records. A receptionist will also answer questions for people about the services that the business offers, and he or she typically checks people in for appointments and deals with any paperwork, which clients may have to fill out. Receptionists are also expected to handle client payments in many cases.

  23. Dialogues Sentences for Imitation: Knowledge Tips Practical Training Content

  24. Dialogue 1 Reservation (R= Receptionist B=Bellman G= Guest ) B: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Thank you. B: How many pieces of luggage do you have? G: Just this two. B: Two red bags. Is that all right? G: Yes. B: I’ll show you to the Front Desk. This way, please. G: Okay. Thank you. R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’d like to have a room in your hotel. R: Do you have a reservation, sir? G: I’m afraid not. I’m just a walk-in. R: Okay. What kind of room would you like to have? G: A standard room with one big bed for three nights. R: How many of you? G: Only myself. R: Just a moment, please. Let me check the list. May I have your name, please?

  25. Dialogue 1 Reservation (R= Receptionist B=Bellman G= Guest ) G: John Smith. R: Okay. Mr. Smith. We have one standard room with one big bed. Could you give me your passport and fill in this registration form? (After a short while) R: Mr. Smith. You are requested to pay a deposit of 1200 RMB. How are you going to pay, in cash or by credit card? G: In cash. Here you are. R: Okay. Mr. Smith. Here are your passport and room card. And your room number is 8618 on the 16th floor. The bellman will send your luggage to your room. Wish you have a good stay in our hotel. Goodbye. G: Thank you. Goodbye. B: Mr. Smith. Please let me show you to your room. This way, please. G: Ok.

  26. Dialogue 2 Receiving the Individual ( R= Receptionist G=Guest ) R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’d like to have a room in your hotel. R: Have you made a reservation with us, sir? G: I’m afraid not. R: What kind of room would you like to have? G: A single room. I’m alone. R: I would like to know your departure time. G: I will stay in your hotel for 2 nights. I will leave for Shanghai the day after tomorrow. R: Just a moment, please. Yes, there is one on the 6th floor facing the street. G: Could you change another one for me. I like to have a sleep since I feel kind of tired. I’m afraid the room facing the street is noisy.

  27. Dialogue 2 Receiving the Individual ( R= Receptionist G=Guest ) R: Okay. There’s one on the same floor. G: How much is it? R: 380 RMB per night. G: Sounds good. I’ll take it. R: May I have your passport, please? And could you fill in the registration form? G: Okay. (The receptionist checks the passport and the form) R: Here’s your passport. How are you going to pay, in cash or by credit card? G: In cash. R: Here is the room card. Wish you have a good stay in our hotel. G: Thank you.

  28. Dialogue 3 Receiving the Advance Reservation ( R= Receptionist G=Guest ) R: Good evening, sir. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I want to have a room in your hotel here. R: Have you made a reservation, sir? G: Yes. I’ve booked a room in your hotel. R: May I have your name, please? G: Allan Scott. R: Wait a moment, please. (After checking the list) Sorry to have kept you waiting, Mr. Scott. Yes. We do have your reservation. You have booked a single room from today to December 15th for 3 nights. The rate of the room is 380 RMB per night. Am I correct? G: Yes. That’s all right. R: Could you let me have a look at your passport? And would you please fill in this registration form? G: No problem. Here you are. R: Thank you.

  29. Dialogue 3 Receiving the Advance Reservation ( R= Receptionist G=Guest ) (After a short while) R: Thank you. Mr. Scott. Here is your passport. And you should pay a 800 RMB deposit. How would you like to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you. Mr. Scott. Here is your room card. Wish you have a good stay in our hotel. G: Goodbye.

  30. Dialogue 4 Receiving a travel group ( R= Receptionist G= Guest ) R: Good evening. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’m John White, the tour leader of American Happiness Travel Service. We have a reservation with your hotel. R: Just a minute, please. Let me check the list. (After checking the list) Yes. Mr. White. We do have your reservation. You have reserved 18 double rooms for 3 nights. Is that all right? G: Yes. R: Have you got a group visa, Mr. White? G: Yes, here you are. R: Thank you. And could you fill in the registration form, please? G: Okay.

  31. Dialogue 4 Receiving a travel group ( R= Receptionist G= Guest ) (After a short while) R: Here’s your group visa, Mr. White. And you have 12 rooms on the 12th floor from Room 8212 to Room 8223 and the others are on the 15th floor from Room 8506 to Room 8511. And here are the room keys. Please have a check. G: That’s very well. Thank you very much. R: It’s my pleasure. Mr. White. The bellmen will send the baggage to your rooms. Wish you have a good stay in our hotel. G: I will. Goodbye. R: Goodbye.

  32. Dialogue 5 Extending the Stay ( R= Receptionist G= Guest ) R: Good afternoon, sir. May I help you? G: Yes. I would like to extend my stay in your hotel as I have more meetings in Beijing. I’m Robert Cooper, the tour leader of American Happiness Travel Service. We have a reservation in your hotel . R: May I know your name and room number? G: Robert Cooper, in Room 8606. R: How long would you like to extend your stay? G: 2 more nights. R: So you’d like to extend your stay here for another 2 nights. Let me check the list, please.

  33. Dialogue 5 Extending the Stay ( R= Receptionist G= Guest ) (After a short while) Mr. Cooper. Room 8606 has been reserved tomorrow afternoon. So could you move to Room 8608 tomorrow morning? G: Okay, no problem. R: Thank you for your understanding, Mr. Cooper. And there’s only 80 Yuan in your account. Because of the hotel policy and your extension, you are requested to pay a 1000 RMB. How would you like to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you. Here is the receipt. And we will contact you tomorrow morning at 10 am. G: For changing the room. Okay. Goodbye. R: Goodbye. Mr. Cooper. I hope you are enjoying your stay with us.

  34. New Words and Expressions Dialogues 1. operator [5'ɔpəreitə ] n. 接线员,操作员 2. international [ intə(:)'næʃənl ] a. 国际的;跨国的 3. rate [ reit ] n. 价格;价钱 4. minimum ['miniməm ] a. 最小的,最低的 5.prefix ['pri:fiks] n. 字首n. 地区号码,前缀 6. code [ kəud ] n. 代号;代码 7. urgent [ 'ə:dʒənt ] a. 紧急的 8. transfer [ træns'fə: ] v. 转拨;转接 9. standard [ 'stændəd] ] a. 标准的 10. enquiry [ in'kwaiəri ] n. 询问,调查,打听 11. directly [ di'rektli ] ad. 直接地

  35. New Words and Expressions Dialogues 12. response [ ris'pɔns ] n. 回答;答复 13. dial [ dial ] v. 拨,拨打(电话等) 14. consult [ kən'sʌlt ] v. 查阅;问询 15. directory [di'rektəri] n. 姓名地址录,电话号码簿 16. schedule ['skedʒul ] n. 时间表,一览表,计划表,议事日程vt. 预定,编制目录,制…表,安排 17. accommodate [[ə'kɔmədeit ] vt. 供应, 供给, 使适应, 调节 18. medium [ 'mi:djəm ] n. 中间,中庸,平均数,介质,媒介;媒体,(事物如牛排等)半熟的,中号(服装) 19. colleague [ ' 'kɔli:g ] n. 同事, 同僚 20. person-to-person call 叫人电话(人与人电话) 21. IDD (international direct dialing ) 国际直拨电话

  36. Sentences for Imitation: Inquiring 1. How many pieces of luggage do you have? 2. Just a moment, please. Let me check the list. 3. Could you give me your passport and fill in this registration form? 4. Have you got a group visa, Mr. White ? 5. Have you made a reservation with us, sir ? 6. How long would you like to extend your stay?

  37. Sentences for Imitation: Offering help 1. The bellmen will send the baggage to your rooms. 2. You are requested to pay a deposit of 1200 RMB. 3.Here are your passport and room card. 4.Here’s your group visa, Mr. White. 5.Thank you. Here is the receipt.

  38. Knowledge Tips According to Harold Marcuse, reception history is “the history of the meanings that have been imputed to historical events. It traces the different ways in which participants, observers, historians and other retrospective interpreters have attempted to make sense of events both as they unfolded and over time since then, to make those events meaningful for the present in which they lived and live.”

  39. I. Listen to the following dialogue and fill in the blank with proper words: Practical Training ( R= Receptionist G= Guest ) Shangri-la Grand Hotel. R: Good evening. May I help you? G: Yes. I have a reservation for a single room in your hotel. R: May I have your name, please? G: John Smith. R: Wait a moment, please. ______________Yes. Mr. Smith. We do have your reservation. May I have a look at your passport? G. Yes, here you are R: ? G: Okay. Do you have a pen? R: Sure. Here you are. G: Thank you. Here’s the form. _____________ R: Yes, of course. Please pay 900 RMB in advance. How would you like to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you. I hope you enjoy your stay in our hotel. G: Thank you. kept you waiting. registration form has a bath. your passport

  40. II. Make dialogue according to the situations Practical Training Situation 1 Mr. Black has just arrived at the hotel. He has made and wants to check in. The receptionist helps him to do that. Situation 2 Mr. White wants to extend his stay in the hotel because of his business. The receptionist helps him to achieve that.

  41. II. Make dialogue according to the situations (examples) Practical Training Situation 2: Reservationist= R Guest= G R: Good morning sir, What can di for you ? G: Good morning, I’m going to check out today according to my travel schedule, but have too extend my stay in Shanghai for business for three more days. R: May I know your room number ? G: 1125. R: Just a moment, I ;ll check the record, well, I got the record. You ‘ll check out this morning, October 23nd, is that right? G: Yes, now I’m going for another 3 days.

  42. II. Make dialogue according to the situations (examples) Practical Training Situation 2: Reservationist= R Guest= G R: I’m sorry, Mr. Green .This room has been reserved by other guest. We’ll arrange another single room for you, room 2106 . G: That will do, Thank you. R: Would you rewrite the departure date with the 25th ? Thank you. Hope you enjoying your stay inn our hotel.

  43. III.Complete the following dialogue according to the Chinese in brackets Practical Training ( R= Receptionist G= Guest ) R: Good afternoon, sir. May I help you? G: Yes. I would like to have a room in your hotel. R: Do you have a reservation? G: Yes. I have made a reservation about a standard room here. R: ____________________________________________________ ? ( 请告诉我预订房间的时间并且以谁的名字预订的?) G: , (由于时差的原因,我不太确定订户的日期,)but the reservation name is Robert Black. And the date should be around 3 days ago. Could you tell me when and who made the reservation I’m not sure of the date due to the time difference

  44. III. Complete the following dialogue according to the Chinese in brackets Practical Training ( R= Receptionist G= Guest ) I’ll check our reservation list R: Wait a moment, please. . (我来检查一下预订记录单。) Yes, here we are. Mr. Black. May I have a look at your passport? G: Here you are. R: ______________________________________________? (您想在这儿住几晚?) G: 3 nights, I think. R: Okay. Mr. Black. Please fill in this registration form. And here’s your passport. G: Okay. ? (我需要在这里签名吗?) R: Yes, please. G: Okay. Here you are. And how many nights do you want to stay here Do I need to sign my name here

  45. V. Put the following sentences into English orally. Practical Training 1. 先生,请问您有预定过吗? 2. 请问您如何付帐,现金还是信用卡? 3. 我可以看一下您的护照吗? 4. 请您把入住登记表填写一下,好吗? 5. 我希望今晚我能睡个好觉。 6. 麻烦一下,请您付600元押金。 7. 很高兴您能延长在我们饭店的住宿。 8. 我想知道可不可以延长2天的住宿。

  46. V. Put the following sentences into English orally. (Answers) Practical Training 1. Have you made a reservation with us, sir? 2. How would you like to pay, in cask or by credit card? 3. May I have a look at your passport? 4. Would you please fill out the registration form. 5. I hope I could have a sound sleep tonight. 6. Excuse me. Please pay a deposit of 600 Yuan. 7. We’re so glad that you’ve extended your stay in our hotel. 8. I wonder if it is possible for me to extend my stay in your hotel for two days.

  47. Chapter 3 The Bellman Basic Procedures ●check in services & show the guest to his/her room ● delivery of luggage ● ticket- booking service

  48. Background Information Bellman 酒店的行李服务是由前厅部的行李员(Baggage Handler)提供的。行李员在欧美国家又称“Bellboy”、“Bellman”、“Bellhop”和“porter”,其工作岗位是位于酒店大堂一侧的礼宾部(行李服务处)。礼宾部主管(或“金钥匙”)在此指挥、调度行李服务及其他大厅服务。 行李员还是酒店与客人之间联系的桥梁,通过他们的工作使客人感受到酒店的热情好客,因此,对于管理得好的酒店而言,行李员是酒店的宝贵资产。 bellman这个称呼的由来是由于他们过去经常在旅馆里摇着铃寻找住店的旅客。比如,如果他们要找某位客人,他们会摇着铃,拿着写有该客人名字的标签。 旅客看到标签就知道他们要找的人了。还有一种放在桌上的铃,旅客一敲,bellman就会过来服务,帮旅客拿行李是他们的重要工作。

  49. Dialogues Sentences for Imitation: KnowledgeTips Practical Training Content

  50. Dialogue 1 Check in Services ( R= Receptionist G= Guest FA= Floor Attendant ) R: Good evening, Miss. Welcome to Shangri-la Grand Hotel. May I help you? G: Yes. I’d like to a room here. R: Do you have a reservation with us? G: Yes. I booked a single room 3 days ago. My name is Elizabeth Smith. R: Please let me check the list, please. Sorry to have kept you waiting. Yes. Miss Smith. We do have your reservation. Please fill in this registration form. And may I have your passport? G: Here you are. R: Thank you. And here’s your passport. May I confirm your departure time? G: Yes. I am leaving tomorrow morning. R: Please pay 500 RMB for the deposit. How are you going to pay, in cash or by credit card? G: In cash. Here you are. R: Thank you, Miss Smith. Here are the room card to Room 8809 and the receipt. The bellman will deliver the luggage to your room. Wish you have a good stay in our hotel. G: Thank you. Bye. R: Goodbye. Miss Smith.