Bellman

Module 2 Front-Office Services

Task 3: Bell Service


Learning Objectives

Gain some knowledge about bell service;

Be familiar with the responsibilities of the bellman;

Be familiar with the terms and useful expressions in

bell service;

Be able to use the special terms and useful

expressions skillfully in working situations;

Develop skills in checking in guests and enhance

employment prospects.


Sample Dialogues

Warm-up Tasks

Introductory Remarks

Reading

Exercises


A bellman is a hotel employee who carries baggage and

does other errands for the guests. In a large hotel, a bell

captain is in charge of the bellmen.

Bellmen’s duties often include opening the front door,

moving baggage, calling cabs, performing basic concierge

work, and responding to the guest’s needs.


When check-in procedure is completed, a bellman is called

upon to carry the guests’ baggage and take them to their room.

In addition, the bellman also shows the guests where to locate

light switches and other equipment and how to operate air

conditioners, television sets, and other appliances in the room.

Bellmen are also expected to run errands for the guests, and

they should be able to answer questions about other services

offered by the hotel.

Warm-up Tasks

Work in groups and discuss the following questions.

1 How do you think of hotel bell service?

Is it necessary for a hotel to provide bell service?

2 What role do you think bell service plays in hotel services?

Warm-up Tasks

Work in pairs. Look at the pictures opposite and talk

about hotel bellmen’s duties. Then match each picture

with corresponding duty of the bellman.

Special terms

Useful expressions

Practice

Sample Dialogues

Special terms

Useful expressions

Service Procedure

Learning activities

Special termsbell service 礼宾服务，礼宾部

bell man (bellhop, bellboy) 行李员

bell captain 行李领班

concierge （法语）门房，委托代办服务

doorman 门僮

bell captain’s desk 礼宾服务台

baggage / luggage 行李

elevator / lift 电梯

directory of service 服务指南

thermostat 空调调温器

TV remote controller 电视遥控器

Useful Expressions

Dialogue 1

Receiving an Individual Reservation

Dialogue 2

Receiving a Group Reservation

Dialogue 3

Declining a Reservation

Showing the guests to their room

Running errands for the guests

Carrying down the guest baggage

Dialogue 1: Showing the guests to their room

• I’ll show you to your room.

• Is this all your baggage?

• How many pieces of baggage do you have?

• You have four pieces of baggage in all. Is that right?

• Let me help you with your suitcases.

• Is there anything valuable or breakable in your bag?

• The elevator is over there.

• How do you like the room?

Dialogue 3: Carrying down the guest baggage

• This is the Bell Captain’s Desk.

• I’ve come for your baggage.

• This is your claim tag.

• We’ll keep your baggage at the Bell Captain’s Desk.

Will you pick it up there?

Learning activities

Activity I Act It Out

Work in pairs. Practice the sample dialogues and then

act them out.

Activity II Try Your Hand

Complete the following dialogue.

B=Bellman G=Guest

B: Welcome to our hotel. I’ll show you to your room.

__________________ ?

G: Yes, this is all my baggage.

R: ______________________________. This way, please.

B: This is your room. After you, sir. _______________ ?

G: It looks nice. I like it.

B: Do you mind if I ___________________ ?

G: No, just put them anywhere.

B: Sir, this is __________, you can adjust room temperature

if you don’t feel comfortable.

Is this all your luggage?

Let me help you with your baggage

How would you like it?

put the baggage here

thermostat

G: I see.

B: This is ___________________. You can get any channel

you like.

G: Thanks. By the way, where can I get ________________ ?

I need to know the hotel service.

B: It’s in the draw. ______________________________ ?

G: Nothing else. You’re very helpful. Thank you very much.

B: ________________. If you need any help, please call up

the guest service center.

G: Sure. Bye-bye.

B: Goodbye. I hope _______________________.

TV remote controller

directory of service

Is there anything else I can do for you?

You’re welcome

you enjoy your stay here

Learning activities

Activity III Role Play

Work in pairs. Role play the situations given below.

STUDENT A

1. You have finished check-in and

get the room card. You have one

suitcase and two bags.

2. You’re a staying guest in the

hotel. You want to go on a tour of

the city with your wife/husband.

3. You’re going to check out soon.

You call for bell service to pick up

your baggage. You have two

suitcases and one shoulder bag.

STUDENT B

1. You carry the baggage for the

guest and show him/her to the room.

Be sure to introduce room facilities.

2. You’ll book a tour of the city for

the couple. Ask them when they

want to go and tell them how much

the tour costs.

3. You answer the guest’s phone call

for bell service. Then you go to the

guest’s room to bring down the

baggage.

Special terms

Useful expressions

Practice

Reading

Read about it

Talk about it

Think about it

Read about it

New words

errand :差事

derive :源自，源于

adolescent :青春期的；青少年

quick-witted :机智的

concierge :门房，钥匙看管人

elaborate :精心制作的

routine:日常的，例行的

limousine: 高级轿车

lapel: （衣服）翻领

Read about itUseful phrases

run errands / do errands: 跑腿办事，供差遣

feel at home : 感觉自在，自由自在

call upon to : 召唤…

carry on: 继续，进行

upscale hotel: 高档酒店

Les Clefs D’or: the Golden Keys 金钥匙

Talk about it

1. How did the term bellhop and bellboy come into use?

2. What qualities should a good hotel bellman have?

3. What are the main duties of a hotel bellman?

4. How do you understand that hotel doormen’s simple

and routine duties play important role in making the

guests feel at home and happy with their staying?

5. What are the main responsibilities of a concierge?

Suggested answers

Suggested answers

1. The term bellhop is derived* from the fact that the hotel’s

front desk clerk rang a bell to call an employee, who

would “hop” (jump) to attention at the front desk to

receive instructions. This employee traditionally was a boy

or adolescent male to carry luggage, hence the term

bellboy.

2. A bellmen must be quick witted, good with people, and

outgoing.

3. Their duties often include opening the front door, moving

luggage, cleaning cars, calling taxis, transporting guests,

giving directions, performing basic concierge work, and

responding to the guest's needs.

Suggested answers

4. A doorman is the first hotel employee that the guests meet upon

their arrival. During their stay, the doormen are called upon to

assist the guests in many ways. Finally, when the guests check out

and leave by car or taxi, the doormen help them to load their

baggage and thus become the last employees with whom they have

direct contact.

5. The concierge provides directions to places of interest, gives a

recommendation for restaurants or nightclubs outside the hotel,

obtains tickets to special events, books transportation, and assists

with various travel arrangements and tours of local attractions. In

upscale hotels, a concierge is often expected to "achieve the

impossible", dealing with any request a guest may have.

Think about it Decide if the following statements are true (T) or false (F).

[ ] Traditionally, the hotel bellman was a boy or adolescent male.

[ ] The hotel doormen are stationed at the entrance of the hotel.

They welcome or bid farewell to the guests.

[ ] A doorman is the first and last hotel employee that the guests

have direct contact with

[ ] As bellmen’s main duties are simple and routine, they need

not be clever.

[ ] In upscale hotels, a concierge should deal with any request

that a guest makes, whether it is legal or not.

T

T

T

F

keys

F

Key to exercises

I. Fill in the blanks with the words or expressions given below.

Change the form where necessary.

1. respond 2. elaborate 3. bellhop 4. shows

5. are expected 6. check-in 7. are called upon

8. bell captain 9. doormen 10. giving directions

II. Translate the following sentences into Chinese or English.

1. Excuse me, sir? How many pieces of baggage do you have?

2. Would you like me to call a taxi for you?

3. Here is the light switch, the temperature adjuster, the wardrob and the

mini-bar.

4．If there is anything we can do for you, please let us know.

5．You can pick up your baggage at the Bell Captain’s Desk in the lobby.

Service Procedures

☆ Receiving guests and bring them to their room

Meet arriving guests outdoors

Direct the guests to the front desk

Show the guests to their room

Enter the guest room & introduce facilities

Leave the guest room & wish the guests

a pleasant stay

The end

Thank you

Bellman

Education

Transcript of Bellman