Lesson Three Concierge Service
Objectives
To help the students master useful expressions and sentences about Concierge Service.
To help the students familiar with duties of Concierge.
To help the students make some dialogues about Concierge Service.
Warming Up
1. Look at the following pictures and fill in the blanks according to the corresponding description.
are stationed at the hotel and help guests or other visitors in and out of cars and taxis and do other work.
During their work, they usually need to handle for hotel guests.
They also need to guests at the airport or train station or summon or other type of transportation for guests.
They may also need to give for the place guests want to go in hotel or local places that guests wish to visit.
They also need to helpguests make in dining room.
They will escort guest and his luggage to the room and introduce the in the room.
M2-9 Warming Up
Dialogues
Key sentences:
Is there anything valuable or breakable in your bag?
This is your room. May I have your key, madam?...May I put your bag here?
How are you enjoying your stay here so far?
Here is a map and timetable of our tour. Do you have any places in mind to visit?
One more thing, could you get us a taxi?
Pre-questions:
1. Do you who usually help guest handle luggage in hotel?
2. If a guest wants to make a reservation of the dining room, who can help him?
3. Who often introduce hotel to guests and give guests directions of local spots?
Dialogue 1
Concierge: Good morning, madam. Welcome to our hotel.
Guest: Thanks, good morning. I want to check in.
Concierge: Please come in andcontact the reception desk.
Guest: Where is it?
Concierge: It’s straight ahead. May I take your luggage for you?
Guest: Thank you.
Concierge: Is there anything valuable or breakable in your bag?
Guest: No.
...
Concierge: This way please. I will show you to your room.
Guest: Thank you.
Concierge: This is your room. May I have your key, madam?... May I put your bag here?
Guest: Okay. Just put them anywhere.
Concierge: Here are the light switchesand air conditioner switch. This is the remote control. Just press here and you can turn on the television.
Guest: Thank you very much.
Concierge: This is the bathroom. The towelsare the shelf. If you have some dirty clothes, just put them in the laundry bag which is behind the bathroom door. The maid will pick it up when she comes to clean the room.
Guest: All right. Could you tell me something about your hotel?
Concierge: Certainly. Dining room is on the thirteenth floor. Cafe and bar are on the first floor.
Guest: Okay. Thank you.
Concierge: You are welcome. If there is anything we can do for you, just let us know. The extension for our department is “232”.
Guest: Okay. Thanks.
Dialogue 2
Concierge: Good morning, sir. How may I help you?
Guest: Yes. My friend and I want to take a tour of the city.
Concierge: Okay. May I have your name, sir?
Guest: Steve Smith.
Concierge: Nice to meet you, Mr. Smith. Please have a seat. How are you enjoying your stay here so far?
Guest: Everything is good, thank you.
Concierge: When would you like to leave, sir?
Guest: We plan to leave the day after tomorrow.
Concierge: That should not be a problem. Our hotel provides one-day tour of the city. The bus leaves at 9:00 in the morning and returns at 5:00 in the afternoon. Would you like to have a try?
Guest: Yes, that would be a big help. You know this is our first time to Xian.
Concierge: Here is a map and timetable of our tour. Do you have any places in mind to visit?
Guest: We want to visit Qin Shi Huang Terracotta Warriors and Horses Museum. Does your tour include it?
Concierge: Yes, of course. As you can see in the map, we also have trips to Giant Wild Goose Pagoda, Huaqing Hot Spring and Ming Great Wall except Qin Shi Huang Terracotta Warriors and Horses Museum. What’s more, our guide will also take you to try our local food. A lot of guests think highly of our tours.
Guest: Very good. We want to join your one-day tour tomorrow. Do we need to book it now?
Concierge: Yes. And please go downstairs before 9:00 tomorrow morning.
Guest: Okay, thank you.
Concierge: You are welcome. If there is any other way I can help you just let me know.
Dialogue 3
Guest: Hello. Is this the Concierge’s desk?
Concierge: Yes, speaking. May I help you?
Guest: My wife and I want to check out tomorrow. Could you arrange to have our luggage brought down while we are out?
Concierge: Certainly, sir. May I have your room number, please?
Guest: 1220.
Concierge: 1220. When do you want to check out?
Guest: Around 11:30 a.m.
Concierge: Okay, sir. How many pieces of luggage do you have?
Guest: Two suitcases and one bag.
Concierge: Okay. Could you make sure that your luggage ispacked before you leave?
Guest: Sure. One more thing, could you get us a taxi?
Concierge: Certainly. Where do you want to go, sir?
Guest: Pudong Airport.
Concierge: Yes, sir. According to the mileage, it is 15yuan one kilometer.
Guest: Okay, I see. Thank you.
Concierge: You are welcome. I hope you enjoyed your stay here.
Vocabulary
Useful Expressions
1. Good morning, madam. Welcome to our hotel.
早上好，女士。欢迎光临我们酒店。
2. Please come in and contact the reception desk.
请进来与接待处联系。
3. May I take your luggage for you?
我可以帮您拿行李吗？
4. Is there anything valuable or breakable in your bag?
您的包里有贵重或易碎物品吗？
5. This way please. I will show you to your room.
这边请。我带您到您的房间去。
6. This is your room. May I have your key, madam?... May I put your bag here?
这是你的房间。夫人，请把您的钥匙给我好吗？我可以把你的包放在这儿吗？
7. Here are the light switches and air conditioner switch.
这是电灯开关和空调开关。
8. This is the remote control. Just press here and you can turn on the television.
这是遥控器。只要按这儿，你就可以打开电视了。
9. If you have some dirty clothes, just put them in the laundry bag which is behind the bathroom door.
如果你有脏衣服，就把它们放在浴室门后的洗衣袋里。
10. Could you tell me something about your hotel?
你能跟我介绍一下你们酒店吗？
11. Dining room is on the thirteenth floor. Café and bar are on the first floor.
餐厅在十三层，咖啡厅和酒吧在一层。
12. If there is anything we can do for you, just let us know.
如果有什么需要我们帮忙的，尽管告诉我们。
13. How are you enjoying your stay here so far?
您在这里住的怎么样？
14. When would you like to leave, sir?
先生，您什么时候想离开酒店？
15. That should not be a problem. Our hotel provides one-day tour of the city.
这不是个问题。我们的酒店提供市内一日游。
M2-10 Practice
Exercises
1. Questions and Answers.
(1) Who usually receive guests at the door of the hotel?
(2) What are daily work of concierges in hotel?
(3) If a guest wants to store his luggage for a moment, what should he do?
2. Match the words or expressions in Column A with their Chinese equivalents in Column B.
3. Fill in the blanks.
(1) Would you mind me taking your （行李）?
(2) Is there anything （贵重的）or （易碎的）in your bag?
(3) These are the （电灯开关） and （空调开关）.
(4) If you have some dirty clothes, just put them in the （洗衣袋）.
(5) Could you tell me something about your hotel?
= Would you like to your hotel to me?
(6) If there is anything we can do for you, just let us know.
=
(7) 您在这住的怎么样？
?
(8) 先生您有几件行李？
?
(9) 我们酒店提供市内一日游。
?
(10) 我们离店的时候，你能安排把我们的行李拿下来吗？
?
4. Read the passage and decide if the statements are true (T) or false (F).
In the service industry, the word “concierge” was first used by Mr. Ferdinand Gillet, who founded Les Clef d’Or in Paris, France in 1929. Les Clef d’Or (pronounced: “lay clay door”), is the oldest surviving personal, professional, international network service-industry organization in the world. It has no religious or political affiliation, but is solely focused on a genuine desire to serve hotel guests around the world.
Les Clefs d’Or boasts more than 5,000 concierge members located in more than 40 countries worldwide. Their motto, “There will be, in every country, Clefs d’Or members who are able to continue with our mission: to be of service to our profession, and the hotel and tourist industry,” speaks of their commitment to guest-service and satisfaction. Yearly, Les Clefs d’Or organizes and sponsors a global congress whose goal is to their brand and service-oriented network development through friendship, cooperation, education, and training.
Exercises:
(1) Ferdinand Gillet founded Les Clef d’Or in Paris, France in 1930. ( )
(2) Les Clef d’Or has no religious or political affiliation. ( )
(3) Les Clef d’Or is solely focused on a genuine desire to serve hotel guests around the world. ( )
(4) Les Clefs d’Or boasts more than 6,000 concierge members located in more than 40 countries worldwide. ( )
(5) Les Clef d’Or’s mission is to be of service to our profession, and the hotel and tourist industry. ( )
Challenges and Solutions
1. If you were a concierge, what would you say when you open the car door for the guest?
Solutions:
2. If you were a concierge, a guest lost his luggage in hotel, what would you do?
Solutions:
3. If you were a concierge, a guest comes to ask directions of local scenic spots, what will you do?
Solutions:
4. If you were a concierge, how would you direct the guests to park their car?
Solutions:
5. If you were a concierge, what would you say to guests who have checked out?
Solutions:
6. If you were a concierge, how should you help guests store their luggage?
Solution:
7. If you were a concierge, how would you receive a guest at the airport?
Solutions:
8. If you were a concierge, how would you book flight ticket for guests?
Solutions:
M2-11 Knowledge Link
M2-12 Key to Exercises