【Introduction】

When the guests stay at our hotel, they will have many kinds of requests. So we staff should be very familiar with our hotelservices. This class I will give you another two dialogues. After these two dialogues, I′d like you to make a dialogue by yourself to practice this service.

【New lessons】

9-3  About the Hotel Services

Scene: Mr. Bellow(B) comes to the floor service desk and consults with the room attendant(RA) about something.

FA: Good morning, Mr. Bellow. May I help you?

Mr. Bellow(B): Yes, please. Today is my wife’s birthday. I’d like to buy her a special gift. What do you suggest I should give her?

FA: Happy birthday to Mrs. Bellow. Have you thought of giving her a silk skirt or a silk evening gown?Chinais famous for her silk fabrics, you know.

       B: That is a good idea. But where can I get it?

FA: Our hotel′s souvenir shop sells a number of silk items and has more than 30 kinds of silk fabrics of fine quality. This shop is said to be one of the best inShanghai. Our guests are always pleased by the beautiful colors and designs of the silk fabrics there.

      B: Really? I’d like to go there now.

       (Mrs. Bellow(M) appears)

M: Hi, I’d like to inform my mommy of our happy landing inShanghai. Can you arrange a long-distance call for me?

        FA: Mrs. Bellow, all our rooms are equipped with IDD system and DDD system. There is a telephone directory in thebureau. And the extension number is exactly the same as your room number. 

M: Thank you for your information.

FA: You are most welcome. 

9-4   Introducing Facilities in Guest Room

Room Attendant(RA): I am the room attendant, sir. Please let meacquaint you with the room facilities.

       Guest(G): I’d appreciate that.

RA: This is the switch for air-conditioner. Turn it clockwiseto adjust the temperature.

        G: I can get hot drinking water for the minijar, can I ?

RA: Sure, only if you turn the heating switch on. There are some soft drinks and some nuts and crackers in the minibar. You may pick upwhatever you like. We will charge them to your master account.

        G: Is there a phone outlet here for my modem?

RA: Of course. It is just beneath the bureau(妆台) desk. The use of the phone line will be automatically recorded by the general switchboard. Afterwards the fee incurred will be added to your phone bill.

G: It is convenient for me to log on to the internet.

           RA: And if you have any laundry, leave it in the laundry bag that you can find in the bathroom. The laundry man will collect it by 9:30 p.m. every day.

        G: I have taken up too much of your time. Thank you for all your help.

   R          A: No problem. Glad to help.

     【Conclusion】

         Good service means more than fulfilling requests. Whenever and wherever possible, the staff should offer to do extra things for the guests.