Unit Five Luggage Service单元5行李服务

Procedure of Service服务流程

Luggage service when the guest firstly comes to the hotel

Doorman（门童）should do the following：

● Greet the guest.

● Open the car door for the guest.

● Remind the guest with“Mind your head, please”.

● Move the luggage off with the help of the bellboy.

● Check whether there is something left in the car.

● Close the car door and thank the driver.

Bellboy（行李员）should do the following：

● Move the luggage off from the car.

● Count the number of luggage and confirm it with the guest.

● Ask the guest whether there is reservation and lead him to the Front Desk.

● Wait for the guest till he finishes check-in.

● Deliver the luggage to the guest's room.

● Greet the guest again.

Luggage service when the guest is going to check out

Bellboy should do the following：

● Receive the call from the leaving guest.

● Confirm the number of luggage with the guest.

● Help the guest with his luggage downstairs.

● Wait for the guest till he finishes check-out.

● Put the luggage into the car trunk.

● Greet the guest and thank him for coming to the hotel.

Doorman should do the following：

● Arrange cars for the guest in advance.

● Pack the luggage with the help of the bellboy.

● Make the guest look over and check the luggage.

● Greet the guest a good trip when he gets on the car and thank the guest's coming.

Points of Service Language 服务语言要点

1.Polite expressions礼貌用语

Don't worry, your luggage will be sent up at once.

别担心，您的行李很快就会送上去的。

Do you mind if I put your luggage here？

我把您的行李放在这里好吗？

We hope you have a pleasant/an enjoyable stay, sir/madam.

希望您在这儿住得愉快，先生/夫人。

We look forward to serving you again.

我们期待再次为您服务。

2.Delivering luggage运送行李

Let me help you with the luggage.

请让我来帮您拿行李。

How many pieces of luggage do you have？

您一共有几件行李？

Is there anything valuable or breakable in your bag？

您的袋子里有什么贵重或易碎的物品吗？

Just a moment, please.I'll bring a trolley/baggage cart.

请稍候。我去推一辆行李车来。

Shall I put your suitcase here？

我把您的旅行箱放在这儿好吗？

I'll send the luggage up by another lift.

我乘另一部电梯把行李送上去。

When you check out, please call No.6001 and we'll help you with your luggage immediately.

如果您要退房，请打电话6001，我们会马上帮您运送行李。

3.Special luggage service特殊行李服务

You may/can leave your luggage in the Concierge.

您可以把行李放在礼宾部。

I wonder if you could look after my luggage for a while.

我想让您帮我照看一下行李。

You may/can claim your luggage with the tag.

您可以用行李标签领回您的行李。

Could you please show me the luggage tag？

您能出示行李标签吗？

Service Conversation 9 Welcome to the Great Wall Hotel

Part 1 Greeting the guest at the gate of the hotel

D:Doorman

G:Guest

D:Good evening, sir and madam.Welcome to the Great Wall Hote.l

G:Good evening.

D:Excuse me, sir.So you have four pieces of luggage altogether？

G:Yes.

D:OK.Leave it to me, sir.I'll take care of your luggage.

G:Thank you.

D:Not at all.The Reception Desk is straight ahead.This way, please.

Part 2 Leading the guest to the room

B:Bellboy

G:Guest

B:Is this everything, sir？

G:Yes, that's everything.

B:May I have a look at your room card？

G:Oh, yes.It's 1101.

B:I see.Now please follow me.I'll show you to your room.

G:Is there a coffee shop in your hotel？

B:Yes.It's on the first floor.Get out of the lift and turn right, sir.

G:When will it be open？

B:The hours are 6:30 a.m.to 10:00 p.m.

G:OK.Do you have car rental service？

B:Yes.You can call the Concierge Desk for detailed information.

G:That's fine.

B:Here we are, sir.Room 1101.Let me help you open the door.

（The door is opened.）

B:After you, sir.Do you mind if I put your luggage here？

G:That's OK.Thank you very much.

B:That's my job.How do you like this room？

G:It is very cozy.I like it very much.

B:If you have any special requirements or have some difficulties, there is a hotel serv-ice brochure on the desk.

G:That's great.

B:Right, is there anything else I can do for you？

G:No, thank you.

B:Good night.

Practice Answer the questions according to the service conversation.

1.How many pieces of luggage does the guest have？

2.When the guest comes to the hotel, who serves him first？

3.What should a bellboy do when the guest comes to the hotel？

Service Conversation 10 Is It Charged or Free

C:Clerk in Concierge Desk

G:Guest

C:Good morning, the Concierge Desk.Can I help you？

G:Yes.I'm calling because I have to check out in 25 minutes and go out for some-thing urgent but I don't know how to deal with my luggage after I check out.

C:Don't worry, ma'am.We can look after your luggage.May I have your name and your room number, please？

G:John Carter, Room 166.

C:Ms.Carter, I'll send a bellboy to Room 166 to fetch your luggage at once.Please be sure to put your name tag on your suitcases.

G:Is it free or is there a charge？

C:It's free for 24 hours.Would you like to tell me when you come back to our hotel for the luggage？

G:At 5 this afternoon.

C:My name is Li Ming.We'll take good care of your luggage until you come back to our hotel for it.

G:Thank you very much indeed.And where shall I collect my luggage at that time？

C:At the Concierge Desk beside the general service counter.You can claim your lug-gage with your ID.

G:It's very kind of you.See you.

C:See you then.

Practice Answer the questions according to the service conversation.

1.How does the guest deal with his luggage after checking out？

2.Who would serve the guest with his luggage？

3.Will the guest pay for the luggage look-after service？

4.What information should the guest provide when he wants to collect luggage？

Key Words and Expressions

rental（n.）出租

cozy（adj.）舒适的

brochure（n.）手册

emergent（adj.）紧急的

tag（n.）标签

suitcase（n.）行李箱

charge（v.&n.）收费

Points of Service Performance 服务演练要点

● When the guest comes, the doorman should open the door of the car with the right hand, cover the frame of the car with the left hand, preventing the guest's head from knocking at the door and then remind the guest with“Mind your head, please”.

客人抵达时，门童应右手拉开车门，左手遮挡于车门框上沿，以防客人头部与车门框相碰，并提醒客人注意。

● Before helping the guest with his luggage, the bellboy should confirm the pieces of the luggage.

在帮客人运送和收集行李之前，行李员都应确认行李件数。

● When the guest checks in, the bellboy should wait two or three steps behind the guest.

客人办理入住手续时，行李员应站立在客人身后两三步处等候。

● When taking the lift, the bellboy should go into the lift first with luggage, then let the guest in.When arriving at the floor, the bellboy should let the guest out first and then the luggage.

乘电梯时，行李员带行李先行进入，然后请客人进入。电梯到达要去的楼层后，关照客人先出电梯，然后将行李运出。

● When accompanying the guest to his room, the bellboy can introduce the facilities and services of the hotel to him.

陪送客人到房间的途中，行李员可以介绍酒店的设施和服务。

Performance for Service模拟演练

Task A

Perform the conversation about luggage look-after service in pairs according to the fol-lowing two cards.

Task B

Mary White in Room 516 of Beijing Hotel is going to check out at 12 a.m., but she plans to visit Tianjin and returns to Beijing the next day. Mary doesn't want to take so many suitcases, so she calls the Concierge Desk asking for luggage service.The clerk Lily in the Concierge Desk receives the call and explains the details about luggage service and then sends the bellboy Xiao Ping to fetch Mary's 4 pieces of luggage.

Position Knowledge岗位知识

● When the guest comes, the doorman and the bellboy should greet the guest with polite language and help him to carry luggage and confirm the pieces of luggage.客人抵达时，门童和行李员应使用礼貌用语问候客人，帮助其提携行李并确认行李件数。

● Some useful expressions when introducing hotel facilities to the guest：

在介绍酒店设施时经常用到的词汇：

Foreign Exchange外币兑换Cafe咖啡厅

Business Center商务中心Parking停车场

Beauty Parlor/Salon美容院Pub夜总会

Shopping Arcade购物中心Health Club健身俱乐部

Exercises

Ⅰ.Topics for discussion.

1.How should a doorman serve the newly-come guest better？

2.What service can a bellboy provide to the guest？

3.What service can the Concierge Desk provide for the guest？

Ⅱ.Write out the questions according to the answers.

1.____________________________________________________________

There are 30 pieces of luggage totally in my team.

2.____________________________________________________________

I wonder if you can look after my luggage for one day.

3.____________________________________________________________

My room is 1105.

Ⅲ.Translate the following sentences into English.

1．请问您要寄存行李吗？

2．您可以凭行李标签取回您的行李。

3．您可以把行李放在礼宾部。

4．请稍候。我去推一辆行李车来。

5．您的袋子里有什么贵重或易碎的物品吗？