Unit Five Luggage Service單元5行李服務

Procedure of Service服務流程

Luggage service when the guest firstly comes to the hotel

Doorman（門童）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（行李員）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 服務語言要點

1.Polite expressions禮貌用語

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

別擔心，您的行李很快就會送上去的。

Do you mind if I put your luggage here？

我把您的行李放在這里好嗎？

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

希望您在這兒住得愉快，先生/夫人。

We look forward to serving you again.

我們期待再次為您服務。

2.Delivering luggage運送行李

Let me help you with the luggage.

請讓我來幫您拿行李。

How many pieces of luggage do you have？

您一共有幾件行李？

Is there anything valuable or breakable in your bag？

您的袋子里有什么貴重或易碎的物品嗎？

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

請稍候。我去推一輛行李車來。

Shall I put your suitcase here？

我把您的旅行箱放在這兒好嗎？

I'll send the luggage up by another lift.

我乘另一部電梯把行李送上去。

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

如果您要退房，請打電話6001，我們會馬上幫您運送行李。

3.Special luggage service特殊行李服務

You may/can leave your luggage in the Concierge.

您可以把行李放在禮賓部。

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

我想讓您幫我照看一下行李。

You may/can claim your luggage with the tag.

您可以用行李標簽領回您的行李。

Could you please show me the luggage tag？

您能出示行李標簽嗎？

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.）舒適的

brochure（n.）手冊

emergent（adj.）緊急的

tag（n.）標簽

suitcase（n.）行李箱

charge（v.&n.）收費

Points of Service Performance 服務演練要點

● 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”.

客人抵達時，門童應右手拉開車門，左手遮擋于車門框上沿，以防客人頭部與車門框相碰，并提醒客人注意。

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

在幫客人運送和收集行李之前，行李員都應確認行李件數。

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

客人辦理入住手續時，行李員應站立在客人身后兩三步處等候。

● 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.

乘電梯時，行李員帶行李先行進入，然后請客人進入。電梯到達要去的樓層后，關照客人先出電梯，然后將行李運出。

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

陪送客人到房間的途中，行李員可以介紹酒店的設施和服務。

Performance for Service模擬演練

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崗位知識

● 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.客人抵達時，門童和行李員應使用禮貌用語問候客人，幫助其提攜行李并確認行李件數。

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

在介紹酒店設施時經常用到的詞匯：

Foreign Exchange外幣兌換Cafe咖啡廳

Business Center商務中心Parking停車場

Beauty Parlor/Salon美容院Pub夜總會

Shopping Arcade購物中心Health Club健身俱樂部

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．請問您要寄存行李嗎？

2．您可以憑行李標簽取回您的行李。

3．您可以把行李放在禮賓部。

4．請稍候。我去推一輛行李車來。

5．您的袋子里有什么貴重或易碎的物品嗎？