【Introduction】
We have learned that any reasonable request should be fulfilled in our hotel. But good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests. This class we will learn some dialogues about miscellaneous services.
【New lessons】
13-1 Opening the door with the duplicate key
Scene: Mr. Bellos(B) hurries over to the floor service desk and asks the room attendant(RA) for help.
B: I’ve locked myself out of the room. May I borrow a duplicate key?
RA: Don’t worry, sir. I’ll open the door for you. But may I have your room card please?
B: Oh, sorry. Both my key and room card are locked in the room.
RA: Your name and room number, please?
B: Henry Bellow, room 908.
RA: Thank you, Mr. Bellow. Follow me, please.
( The room attendant opens the door with the duplicated key.)
Come in, please, Mr. Bellow. Where is your room card?
B: Here you are. Sometimes I am quite absent-minded.
RA: That’a all right. What else can I do for you?
M: I am afraid there is something wrong with the TV. The picture is wobbly.
RA: I’m sorry. May I have a look at it?
B: Here it is.
RA: (Trying to fix it but in vain) I will send for an electrician from the Maintenance Department. Please wait a few minutes, Mr. Bellow.
13-2 Providing Something Extra on Request
Scene: The room attendant(RA) is pushing a trolley in the corridor when Mrs. Bellow( M) comes out of the room.
RA: Good morning, Mrs. Bellow. After you. (Making way for her to pass through the entrance)
M: Good morning. Oh, will you do me a favour?
RA: Yes, Mrs. Bellow. I’m always at your service.
M: Could you lend me a laptop? I want to surf the Internet in the room.
RA: I understand. But I’m afraid you have to go to the
M: I see. By the way, I wish the mattress were not so thin. I can feel all the springs in the mattress I use. It is really unbearable for me to sleep on it.
RA: Oh, I am awfully sorry for that. I will get another mattress, Mrs. Bellow. I do wish we had known earlier.
M: So kind. Thank you very much.
RA: Sorry to have kept you waiting, Mrs. Bellow. Here you are.
【Conclusion】
Five action steps to handle a guest’s request:
（1）Listen to get the facts and repeat the request.
（2）Explain what you can do or offer an alternative if the request is beyond the hotel′s service.
（3）Assure the guest that what you intend to do will satisfy his needs.
（4）Take personal responsibility for handling the request yourself, if possible.
（5） Follow up if you had to refer a request for service to someone else.
【Homework】
Make a dialogue about offering extra services for the guests by yourself.
