2. Learn the polite way to serve the guests in the hotel; Learn the useful English words and expressions to offer satisfactory service in the hotel; To complete the service of Shuttle service outside the hotel ; To complete the service of Hall Shuttle; To complete the service of Delivering Luggage. 1 2 3 4 5 Teaching Objectives

3. Basic Information Welcome Service 1 2 FIT Walking to the hotel: The doorman should : greet with smile help deliver the luggage if there are many refer to the porter. FIT arriving by car to the hotel: The doorman should: walk forward quickly, open the door with left hand make a guardian of the top with right hand greet with smile help children, the old and the mobility get off

4. help take items and check things left memorize the number if the guest takes taxi help take luggage and make clear Number transfer with the porter Welcome Service Basic Information

8. The doorman should : stand on the right side of the coach greet with smile help the mobility get off help take items guide the driver to park Welcome Service Basic Information

9. Farewell service The doorman should : say goodbye to the guest if needed, help call a taxi help load the luggage ask the guest to certify close the compartment cover open the door of the transport close the door and see the guest off Basic Information

10. Farewell service The doorman should : stand on the right side of the vehicle best wishes to the guests help the mobility to get on see the guests off Basic Information

11. Other responsibilities for a doorman direct traffic in front of the hotel help make the security in front of the hotel answer the guests requests raise the National flag and the hotel flag do the jobs from the higher Basic Information

12. Ⅰ. Shuttle service outside the hotel prepare for the shuttle, including getting information of the guests, weather condition and the condition of hotel, arranging vehicles, ready to sign. wait at the station, including waiting in advance for half an hour, checking the arrival time. welcome the guests, including greeting, guiding to coach, informing the hotel the arrival, introducing the general condition to the guests, est.. transfer the arrival, including guiding to the hotel, making a farewell. 1 2 3 4 Service procedure

13. 1 Ⅱ. Hall Shuttle procedure for guests ride service preparation appearance and deportment waiting at the door side hall shuttle guide to park secretary door service greeting check the guests’ items left behind offer special service as handling umbrella delivering luggage Service procedure

14. 2 homing waiting maintain order homing waiting Procedure for hall shuttle service preparation to make sure the important guests and groups will reach the day to make sure the important events in the hotel that day and make good preparation Service procedure

15. offer welcome service open the door for guest(s) help the hotel porter check whether items are left behind maintain order farewell service open the door for guests find taxi for guests help take luggage for guests and put in the trunk wishes Service procedure

16. greet get the luggage out of the transport guide to the hotel and check in guide to room introduce the room seek the views of the guests extend wishes make record Ⅲ. Delivering luggage Service procedure

17. 1.A is next to B. 2.C is between A and B. 3.A is on the top if B. 4.B is under A. 5.H is along the corridor on the left. 。 6.K is on the right. 7.M is at the end of the corridor to the left. 8.N is through O. 9.It’s in the basement. 10.Turn left/right. 11.The elevator is over there. 12.The Business Center is behind the Front Desk. 13.The Front Desk is in front of the shop. 14.When you return to the hotel,please show this hotel card to the taxi driver. How to Express

18. 15.Please go downstairs. 16.Is this your luggage? 17.How many bags do you have in all? 18.May I help you with your bags, sir? 19.Just a moment, please. I’ll bring a luggage cart. 20.Your bags will be at the Bell Captain’s Desk. 21.I’ll show you to the Front desk. This way, please. 22.s there anything valuable or breakable in your bag? 23.Please take the elevator on your right. 24.After you, sir. 25.This is your claim tag, sir. 26.Could you make sure that your bags are packed before you leave? 27.Would you mind taking these bottles with you? 28.Could you come down to the Bell Captain’s Desk with your claim tag to pick up your bags, sir? How to Express

19. 29. Could you check if everything is here? 30. We’re very sorry for the delay, sir. 31.We are very sorry for the inconvenience 32.How do you like this room? 33. The room is facing south and commands a good view of the beautiful garden. 34. Room 1123 is capacious and cozy. I’m sure you will like it. 35. Here is the light switch, the temperature adjuster, the wardrobe and the mini-bar. 36. Here is our hotel’s Service Information Booklet. It gives you an idea about our services and facilities. 37. The hot water supply is from 6:00 a.m. to 12:00 p.m. 38. If you don’t want to be disturbed, just place this: “Please do not disturb” sign outside the door. How to Express

20. Fill in the blanks to make a dialogue. Suppose you are a bellman. A guest who takes a lot of luggage arrives. How do you help him? Guess what will be said B=Bellman G=Guest G: _______________________? B: It’s me, the Bellman G: Yes, coming. B: Good evening, madam. Very glad to have you here, I’ll get the baggage down to the Lobby Floor Cloakroom. G: Thank you. Practical Operation 1

21. B: Let me carry your baggage. M: Yes, four pieces. B: _____________________? M: Yes, four pieces. B: ________________________________________? G: Yes, there’s a bottle of wine. B: Could you please carry it by yourself, ma’am? G: O.K. B: _______________________. Here we are. Please take this elevator to the ninth floor. The floor attendant will meet you at your elevator entrance there. B: Very good. See you then. B: See you________________________________. Practical Operation

22. Role play Perform the three cases I gave you above in groups, pay attention to your words to choose and the procedures of the services. Group the students, play different roles in a short play as guests and hotel staff, finish the process of offering Shuttle service outside the hotel, hall Shuttle and delivering luggage, try to deal with emergent problems. Practical Operation 2

23. Thank you for your attention!