LOGO Bell Service

Lesson Plan Introduction Case study Hotel vocabulary Listening Situational conversation Practice Homework

Objectives: At the end of this chapter, student should be able to: Memorize the specialized terms and expressions Receive guests in front of the lobby door Offer special bell service for guests Role play the dialogues

Introduction What services should the front door bell person offer to the guests? How should the bell person greet the guests at the front door?

What do bell persons do in a hotel? Bell persons at the hotel lobby door are the first persons to receive guests. They help guests enter and leave the hotel, help guests with luggage, store and handle luggage, help guests getting in and out of motor by opening and closing doors, direct traffic in the hotel driveway. They also give information about roads, local directions, places of interest and help the hotel garage have guests' cars delivered and picked up.

Bellman

Case Study — Dialogue1

Vocabulary suitcase in the rear of… be worth doing… sightseeing the Reception Desk bellman be always at your service

Listening1 Pre-listening questions What does the bellman do for the guest? When will be the guest’s luggage be sent to his room?

Staff: Good morning, sir. Welcome to our hotel! Guest: Good morning. Staff: Be careful ___ you step down. Guest: Thank you. Staff: Is it your _________ ? Guest: No, I have another suitcase in the ____ of the car. Staff: Let me carry this for you. Guest: Thanks. That’s ____ of you. Staff: You are welcome. Have you ever been to _____ before? Guest: No, it’s my ____ first. I have wanted to see the beautiful country for so long. Staff: There are a lot of places worth ____________ in the country. I hope you will find your stay here _________. Guest: I hope so, too. Staff: This way, please. The ________ Desk is over there. The _______ will send your luggage up to your room after you have checked it. Guest: Fine. Thanks for the ________. Staff: Not at all. We’re always at your service.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Professional routine Useful expressions

Professional routines (Receive the guest when you see a car or a taxi arrives at the hotel.) ① Greet the guest politely. ② Open the car door for the guest. ③ Carry the luggage for the guest and show him/her to the Reception Desk to check in. ④ Send the luggage to the guest’s room after he/she has checked in.

Useful expressions 1 Greeting Good morning./Good afternoon./Good evening. Welcome to our hotel! Mr. … How nice to see you again! Mr. … How are you?

Useful expressions 2 Warning and showing direction Be careful as you step down. Watch your steps while stepping down. The ground is a little bit slippery. Watch your steps sir. Please get on the taxi. This way, please. The Reception Desk is over there. Watch out for the revolving door.

Practice Role-play Let the students work in pairs: One of them does the bellman and the other one does the guest.

Case Study — Dialogue 2

For the Disabled Guest

Vocabulary crippled slippery apart from … wheelchair considerate service in-room check-in disabled

Listening1 Pre-listening questions What has happened to Mrs. Jones? Where do they check in?

Staff: Welcome to our hotel, Mr. Jones. How nice to see you ____ ! Guest: Nice to see you again, too. Staff: Watch your _____ while you stepping down. The ground is a little bit _______. Guest: Thanks, I will. Staff: Welcome, Mrs. Jones. How are you? Guest: Fine, ____ from one thing. It’s my legs, you know. I cannot walk ____ the accident. Staff: I’m sorry to hear it. But don’t worry. We’ve prepared a ________ for you. Guest: Oh, it’s very kind of you to do so. Staff: Don’t _____ it. Let me help you into the chair. Guest: Good. We choose to stay in your hotel because of your _______ service. Staff: I’m glad to hear it, Mrs. Jones. We’re always ___ your service. Guest: I don’t know how I can thank you _____. Staff: It’s a real _________ for me to do it. Guest: Can we go to our room ________ ? Staff: Yes, we provide _______ check-in for the disabled guests. Guest: That’s great.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Useful expressions

Receiving the disabled guest Let me help you get off the car. Let me help you into the chair. Let me help you through that passage without steps. We’ve prepared a wheelchair for you. We provide in-room check-in for the disabled guests.

Practice Role-play Let the students work in pairs: One of them does the bellman and the other one does the guest.

Case Study — Dialogue 3

Vocabulary exactly garage back the car into… give … a hand the Reception Desk park the car

Listening1 Pre-listening questions What seems to be the trouble with the guest? When will the key be returned to the guest?

Staff: Welcome, madam. What can I do for you? Guest: I’ve _____ a room in your hotel. Staff: So you _____ you are checking in today? Guest: Exactly. But where do I park my car? Staff: In the ______ around the corner, that’s at the end of the _____. Guest: Well. … You know, it’s my very first to drive. I always find it difficult to ____ the car into the garage. Staff: Do you want me to give you a _____ ? Guest: That would be ______. Staff: OK, no problem. Just ____ it to me. Guest: Thank you. Staff: You may go to the __________ Desk first while I’m ______ the car. And I’ll return the key to you later. Guest: That’ll be fine. See you later. Staff: See you then, madam.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Useful expressions

Offer parking service The garage is around the corner. The garage is at the end of the drive. OK, no problem. Just leave it to me. You may go to the Reception Desk first while I’m parking the car. I’ll return the key to you later.

Practice Role-play Let the students work in pairs: One of them does the bellman and the other one does the guest.

Case Study — Dialogue 4

Vocabulary settle … bill look forward to… recommend be of help to appreciate

Listening1 Pre-listening questions What is usually said when you are seeing guests off? Why will the guest tell his friends about this hotel?

Staff: I hope you’ve ______ our stay here, sir. Guest: Yes, quite pleasant. Staff: All your luggage is here. And the _____ is waiting just outside. Guest: Thanks a lot. Staff: You’re welcome. We look forward to ________ you again. Guest: I’ll ___________ your hotel to my friends for your good service. Staff: It would be very nice of you to do it. We’re _____ to be of help to you. Guest: I really ________ your help. Staff: Thank you. Watch your step, sir. Please ___ on the taxi. Guest: Goodbye. Staff: Bon voyage! Goodbye.  Listening2 Fill in the blanks (as it is showed below)

Situational conversation study Useful expressions

Useful expressions 1 Warning Mind/Watch your step. Please be careful. Please don’t leave anything behind. Don’t worry. Take it easy. Please don’t smoke here.

Useful expressions 2 Saying Goodbye Goodbye. See you later. Good night. See you tomorrow. Goodbye and thank you for coming. Goodbye and hope to see you again. Have a nice trip. Wish you a pleasant journey. Good luck!

Practice Role-play Let the students work in pairs: One of them does the bellman and the other one does the guest.

You are the bellman of Sofitel Hotel. Ferry is a guest who arrives at your hotel. Open the car door for Ferry, carry his luggage, show him to the Reception Desk to check in, introduce some services in your hotel, and send his luggage to his room. Homework

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