Page 12016-1-13 Presentation Chapter 4 Luggage Service

page 123/4/21 Presentation

Chapter 4

Luggage Service





• Part I Dialogues

• Part II Vocabulary Study

• Part III Listening and Speaking

• Part IV Practical Writing

• Part V Feature Reading


Dialogue 1 Storing Luggage




Context: A bellboy is receiving a women guest who wants to

deposit her luggage.

Pre-listening questions:

1) Where will the guest deposit her valuables?

2) How dose the bellboy store the guest’s suitcase with vases ?

Staff: Excuse me, madam. I’m the bellman. Do you need any help?

Guest: Yes. Can you show me where I can store my luggage?


Staff: At the luggage desk. This way, please.Guest: OK, after you.Staff: What would you like to store, madam?Guest: This suitcase, please.Staff: Are there any valuables in it? Guest: Uh, yes, my passport, some cash and some gold ornaments.Staff: You must deposit the valuables at the Reception Desk, I’m afraid.Guest: Well, I see. I’ll take them out. Then do be careful with the vase in the suitcase.


Staff: Don’t worry, madam. We’ll put a card onto the luggage, with the words “handle with care” on the card. Guest: That sounds good.

Staff: Would you sign your name on the luggage deposit

slip?

Guest: OK, I’l l take care of it…Here you are.

Staff: Thank you. Here is your receipt. Show it when

come to claim the luggage.


Dialogue 2 Escorting the guest to the room

Context: A guest has finished his check-in. The bellboy is

accompanying the guest to his room.


1) Which room was assigned to the guest?

2) On which floor is the Chinese food served?


Staff: Excuse me, sir. I’m the bellman. Can I help you?

Guest: Can you show me where to deposit my valuables?Staff: Sure. This way, please. The cashier desk is just over there. (A moment later)Staff: Please keep the receipt. Now shall I escort you to the room with your luggage? Your room is on the tenth floor, Is n’t it? Guest: Yes, That is right.


Staff: This way to the elevator, please. Let me take your suitcase.Guest: Thanks. (After entering the room)Guest: Good. The room is facing a beautiful garden. I like it.

Staff: I’m glad you like it. Can I put the suitcase here, sir?

Guest: Thank you. By the way, Can you tell me where the dining

hall is?

Staff: We have two dining halls on the second and eighth floor

respectively. The former serves Chinese food, and the latter

Western-styled cooking.


Guest: Where can I mail some letters?

Staff: The postal service is on the third floor. In addition, there is a

beauty parlor, recreation center and bar room in here. The

shopping section is next to the hotel lobby. The hotel clinic

and business center are on the fourth floor.

Guest: Good. Pretty convenient. Thank you for the

information.Staff: You’re welcome, sir. I hope you’ll enjoy your stay here.


Context: Mrs. Brown who has lost the luggage deposit slip comes

to have her luggage returned.


1) What does the staff ask the guest to show?

2) When did the guest deposit her luggage?

Dialogue 3 Delivering Luggage


Staff: Good morning. Can I help you? Guest: I’m checking out this morning, I’d like to get my luggage back.Staff: May I see your luggage deposit slip?Guest: I’m sorry, but it’s missing now.Staff: Could you show me your luggage, Mrs. Brown?Guest: Yes, here you are.


Staff: When did you store your luggage, Mrs. Brown?Guest: The day before yesterday.Staff: For how many pieces, madam?Guest: Only one suitcase.Staff: Let me have a check, please…..Yes, here it is. Would you please fill in this form and sign your name on it?Guest: Yes….Here you are.Staff: Good. We hope you have enjoyed your stay with us.


Dialogue 4 Helping with the Guest’s luggage at check-out


Context: A bellboy was sent room to help the the guest

with the packing up of the luggage.


1) What does the guest ask the bellboy to do for her?

2) What does the bellboy suggest?


Staff: Bell service, Jean Lee speaking. How many we help you?

Receptionist: This is Reception. A Mrs. Reed in Room 1128 is

checking out at 9:30 a.m. She asked for a bellman

to help pack up her luggage.

Staff: OK. I’l l send one bellman to the room right away.

(Knocks on the door)

Staff: It’s the bellman. May I come in?


Guest: Yes, please.Staff: What can I do for you,Mrs. Reed?Guest: I’v e bought some Chinese paintings.Can you help me to pack them up? Staff: I’l l be glad to,madam.Guest:Thank you.Please make a roll of these paintings.Staff: I see.By the way,I guess you need two plastic bags.Guest: What for?

Staff: To wrap the roll ends of the paintings.So the paintings

won’t get dirt or damaged easily on the way.


Guest: Sounds reasonable. It seems you know much

about it.

Staff: It’ s only a rule of thumb. Well, it’s done now.

what else can I do for you?

Guest: Would you mind carrying the roll downstairs?

Staff: Not at all. I’m always at your service.


Vocabulary Studybellman n.

deposit n.

valuables n.

ornament n.

vase n.

handle with care

deposit slip

claim v.

elevator n.

respectively adv.

应接员，行李员

寄存

贵重物品

饰品

花瓶

小心轻放

寄存单

提取

电梯

各自地


postal service beauty parlor

recreation center

bar room

information n.

make a roll of…

damage v.

rule of thumb

邮政业务，代邮服务

美发厅

康乐中心

酒吧

信息

把…… . 卷起来

损坏

经验法则


Exercise 1:

Match the expressions on the left with the best meaning

on the right.1. -----claim a. information2. -----postal service b. to take something that belongs to you3. -----respectively c. cause physical harm to something or to part of someone’s body 4. -----damage d. the public service for carrying letters, parcels etc5. -----info e. each separately in the order mentioned


Exercise 2:

Complete the following with words or expressions

from the dialogues.

1. Could you tell me where to d___ my valuables?

2. Would you please go over to pay at the c___ __?

3. Your luggage can be c____ right after you arrive

in Shanghai.

4. Guest can get all kinds of I_____ at the Reception

Desk.

5. Guest are advised to leave their v____ in the

hotel safe.


1. Functional Sentences

主动帮助客人拿行李Excuse me, madam/sir.

I’ m the bellman. Do you need any help?

Leave it to me. I’l l take care of your baggage, sir.

Let me help you with your baggage.


清点行李

Is it

All your luggage?

Your luggage all here?


引领客人

This way, please.

The reception desk is just opposite.

The cashier desk is just over there.

Your room is on the 18th floor.


询问客人有无贵重物品

What would you like to store, madam?

Are there any valuables in it?

You must deposit the valuables at the

Reception Desk, I’m afraid.


请客人在行李牌上签名Would you mind sign your name on the luggage deposit slip?

Thank you. Here is your receipt. Show it when you claim the luggage.

Please keep the receipt.


送客进房

I’l l show you up to your room.

Could I have a look at your room card?

Here we are,sir.

Here is Room 1128. May I have your key?

I’v e opened the door. You first, please.

Do you mind if I put your suitcase by the closet?

I’m sure you’l l like your room. It faces Huangpu River.

If you need anything, just call the reception. The number is 9.


We are at your disposal for any assistance you may require.

Our baggage service will come for your baggage. Please dial number 6.

介绍饭店设施We have tow dinning halls on the second and the eighth floor respectively.

The former serves Chinese food, and the latter western-styled cooking.

The postal service is on the third floor.


There is a beauty parlor, recreation center and bar room in here.

The shopping section is next to the hotel lobby.

The hotel clinic and business center are on the fourth

Floor.


客人取回行李May I see your luggage deposit slip?

Could you show me your passport, please?

When did you store your luggage, Mrs. Brown?

For how many pieces, madam?

Let me have a check, please,….Yes, here it is.

Would you please fill in this form and sign your name on it?


2. Answer the following questions

a. What would you say to guest who need your help with his/her luggage?

b. What would you say to show the guest to their room?

c. What would you say to ask where to put the guests’ luggage?

d. How would you return luggage to those guests who lost the deposit slip?


Exercise 1: Listen to the short dialogues.

Fill in the blanks. Then practice with your partner.

Dialogue 1

Staff: Can I have a ?

Guest: Yes, here you are.Staff: , sirGuest: Thank you.


Dialogue 2Staff: I’d like to . Guest: your deposit slip, madam?Staff: Here you are.Guest: Thank you. .Take care. Bye bye.

Dialogue 3

Staff: Here is _____________.May

I_________________?

Guest: Here it is,

Staff: ________________I put your suitcase by the closet?

Guest: No, of course not.


Dialogue 4Guest: Can you introduce services at your hotel?Staff: The swimming pool and sauna is the _________ at the end of the hall. You________.Guest: Do you offer shuttle bus service?Staff: We offer free shuttle service____________ every_____________ of the hour.


Dialogue 5Staff: You will be staying in Room 1102, Mr. Bush. The elevator ___________.Guest: ______________my luggage?Staff: We____________ your room?Guest: What efficient work!Staff: _________________.

Dialogue 6Staff: _________.May I come in? Guest: Yes, please.Staff: you called us half an ago, and_________ with the luggage.Guest: would you____________ for me? Thank you.


Exercise 2: Listen and fill in the missing information.Floor:___________

Breakfast time:_______________

Bar and cafe: on______________ floor

Room facing:____________

Suitcase put by:_______________


Exercise 3:Listen again and fill in the blanks.

Then practice with your partner.Staff: Excuse me, madam. I’m________. Do you___?Guest: yes, __________where to deposit my valuables?Staff: Sure. This way, please. The cashier desk_____.Staff: Please keep the receipt. Now______ with your luggage? Your room____________, isn’t it?Guest: Yes, that is right.Staff:__________ the elevator, please. Let me carry your suitcase.Guest: Could you tell me__________ ?Staff: Breakfast is___________; lunch from 12:00 noon to 2:00 p. m; and dinner_________ to 8:oo p. m.Guest: You have a bar, I suppose. Staff: Yes, we have a bar and a cafe____________. Besides, we have a snooker room and a bowing alley.


Guest: Very good.Staff: Here we are. This is your room, madam.Guest: Good. It’s______________.Staff: Could I put your___________?Guest: Yes, thank you.Staff: You are welcome. I___________ at our hotel. Goodbye.Guest: Sure, I will. Bye bye.


Exercise 4: Complete the dialogue orally with the

Chinese prompts.

Staff: _________ ( 怀特先生，行李都在这里吗？ )Guest: Yes, there are altogether 42 pieces.Staff: ____________( 让我清点一下。 )Guest: Go ahead, please.Staff: Yes, 24 suitcase, 18 traveling bags. Is it correct, Mr. white? Guest: Exactly.Staff: Look, sir. One handle came off the suitcase. Guest: I see.Staff: I will take note of it_______( 请您在行李登记表上签字确认。）Guest: I will take care of it, …..here you are.Staff: Thank you, sir. __________ ( 我们要对每件行李注明客人入住房号并将其送至客人房中。）


Guest: How long need we wait for our luggage?

Staff: ____________ ( 大约需要半个小时。）

Guest: Can you make it sooner?

Staff: Your group is big, I’m afraid.____________( 我

们要将行李按楼层分送到客房。）


Exercise 5: Role Play

行李员小李正在帮一位女顾客搬运行李，陪着她把行李拿到房间，并向她介绍客房内的措施。

一位已退房的客人来到行李处取回 (get back) 寄存在这里的行李。

一队五十人的旅游团来长青饭店下榻，三天后该团 (a travel group) 领队告诉行李处他们将于第二天退房 (check out) ，希望能得到饭店的行李服务。


Greeting Cards

Greeting cards are the cards usually sent to friends or relatives on special occasions such as Christmas, New Year or birthday. The words written on cards generally include: (1) name of the person to whom the greetings are sent and the capitalized preposition “to” before the name as well as a comma or colon after the name, i. e. : To Mr. Smith, To Maggie, （ 2 ） the message (3) Name of the sender proceeded by the preposition from”, i. e. : From Della From Peter


To Mr. and Mrs. Smith,Merry Christmas and Happy New Year! from Della

To Maggie, Happy Birthday! from Peter


• Exercise: Design a new year card to be sent to a foreign guest.


Guest requests met by the bell staff

Pre-reading questions: (1) What role does the bell staff play in the hotel guest service?

(2) Should the bell staff accept tips?


The bell captain works at the Guest Service

Departments. He/she takes care of the appearance

conduct, and activities of the bellman, and fast

courteous handing of all guests’ luggage during

check-in and check-out. The bell captain also gives

advice to guests about hotel restaurants, facilities,

and services. He /she also must keep fully informed

about events on the daily function schedule and

assign bellman for delivery.


A bellman reports to the bell captain. The bell staff removes the luggage from the taxi and accompanies guests to the Front-Desk. After the registration, A key card and key are given to the guest. The bellman guides and escorts to their rooms, inspects the room, introduces the facilities available, offers to get ice, and arranges transportation for guests, if necessary. When receiving group on arrival at the hotel, the bell staff tags the luggage, counts the number of bags, sorts the luggage into room number and floors and sends it to the guest rooms.


Usually the bell person can decides if the guest is in

the mood to chat on the way to the room. If the bell

person has a light talk with the guest, he/she can listen

and find way many ways to offer personalized service.

The bell staff can often find out how the hotel can better

meet their needs. The guest feedback they receive is

more valuable.


Other responsibilities of the bellman include paging guests, keeping the lobby in order by picking up wasted newspapers and emptying ashtrays. The bellman may also operate the elevators, and assist in sending room service items after hours. Like the bellman, the luggage porter reports directly to the bell captain. He /she is in charge of the luggage room and other luggage storage area. They also store and distribute all heavy incoming and outgoing luggage, Dealing with an airline on a guests’ behalf over lost luggage.


Exercise 1 Put the following into Chinese

bell captain escort in the mood to guest feedback

luggage porter fast courteous handing

tag the luggage light talk

paging guests luggage storage area

daily function schedule

sort into

personalized service

keep in order on one’s behalf


Exercise 2: Multiple choices

1. Just like the luggage porter, the_________ also reports directly to the bell captain. a. luggage tag b. bellman c. doorman d. page


2. Which of the following is NOT the responsibility of a bell captain.a. Deciding whether the guest is in the mood to have

a chat.b. Noticing the appearance, conduct and activities of bellman.c. Making sure that the bellman himself (herself) are all clearly informed about the daily function schedule.d. assigning bellman for delivery


3. The bell staff has a lot of tasks EXCEPT_______a. Accompanying the guest to the front deskb. Guiding and escorting the guests to their rooms offering necessary servicesc. Keeping the lobby in orderd. Investigating and making clear the personalities of the guest


4. According to the passage, why is the guest feedback the bellman gets is valuable?a. Because the bellman can decide whether a guest is in the mood for a chat.b. Because through the light talk, the guest can experience the personalized service of the

hotel.c. Because through the guest feedback, the bellman can find many ways to offer personalized service. d. Because through the guest feedback, a more successful interaction can be reached between the hotel and the guest.


5. Which of the following is NOT the responsibility of the luggage porter?a. Being in charge of the luggage room.b. Reporting directly to the captain. c. Storing and distributing all heavy incoming and outgoing luggage.d. Dealing with the luggage on behalf of the guest.

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Page 12016-1-13 Presentation Chapter 4 Luggage Service