unit 3 bell service.pptVIP

Ⅱ. Situational Cases Case 1 Greeting Guest Case 2 Calling a Taxi for the Guests Case 3 Introducing Service Case 4 Valet Parking Unit 3 Bell Service Ⅰ. Task presenting Ⅱ. Situational cases Ⅲ. Task completing Ⅳ. Further development Ⅴ. Assignment Brief introduction of bell service The bell service has the most frequent contact with the guests. Its staff is very important part of the reception process. The bellman usually works next to the front desk. In some hotels, the bellman does take care of the guests luggage. He uses a cart when moving luggage. The duty of bellman Greet incoming guests and escort(护送) them to their rooms. Provide guests with baggage handling and transport service upon arrival and checkout. Ⅰ. Task Presenting Orient(为…指示) guest to all hotel features and facilities upon check-in. Deliver items such as flowers, sundries(杂物), messages to guest rooms upon request. Maintain clean lobbies or entrance areas for travelers or guests. Assist in other front services areas including valet(仆从) and doorman (看门人 ) services. May include additional duties such as delivering newspapers to guest rooms, parking vehicles arriving during third shift hours. Maintain current knowledge of local area, attractions and events. Perform other duties as assigned(指定的). Pair work: Student A is a guest who is at the hall of a hotel and wants to know where he can have a meal. Student B is a bell boy and showing the way to the restaurant. There are Chinese and Western-style restaurant in the hotel on the second and ground floor. The information provided include the service hour. Ⅲ. Task Completing Suggested answer: A: Excuse me，where is the restaurant？ B: We have Chinese restaurant and a western-style restaurant. Which one do you prefer? A: Id like to try some Chinese food today. B: The Chinese restaurant is on the second floor. A: What are the hours at the restaurant？ B: Breakfast 6:30 to 9:00 a.m.; Lunch 11:30 a.m. to 2:00 p.m.; Dinner 5:30 to 9:00 p.m.． A: Th