Learning Objectives After this unit, you will be able to: ( know the basic hotel services and amenities ( tell the hotel departments and their duties ( use courtesy English when serving guests ( publicize the new concept of “Green Hotel” Warming Up I. Look at the symbols of hotel services below and identify each service that hotels can offer. Use the words from the list. 　　 24-hour airport shuttle bus Meeting facilities Indoor swimming pool Laundry service Exercise facilities available Valet parking 24-hour room service Restaurant on premises Satellite or cable TV 　　 　　1_____________ 2____________ 3___________ 　　4_________ 5_________ 6__________ 　　 7________ 8________ 9________ 　　 II. Working in a hotel, you have to know your hotel services and amenities very well, which can make you serve guests more efficiently and professionally. Now have a brainstorming to collect as many words or phrases as possible according to the following classification. 　　 　　 　　 　　 　 　 　　　 Situational Conversations Pre-questions Suppose you are a clerk in a hotel. 1. What is Service? 2. What requirements are necessary to be a successful staff member in a hotel? 3. How should we address a guest if we do not know the name or title? 4. What are courtesy English when serving guests? 5. What can you do if you wish most guests to be repeat guests in your hotel? Conversation 1 The Sense of Service 　　Zhou Wang, a fourth-year student majoring in Hotel Service and Management in a tourism institute, is doing his internship in Crown Plaza Shenzhen. The training manager is talking to him about the sense of service. 　　(M: The Hotel Training Manager Z: Zhou Wang) M: Good morning, Mr. Zhou. Welcome to our hotel. You’re going to spend 3 months on having your operations intern here. Are you ready for that? Z: Yes, Sir. I’m so excited and a bit upset. M: That’s for sure. After all, it’s your first full-time job. Could you tell me why you choose Hotel Service and Management as your major? Z: I enjoy dealing with people. In a hotel, we can meet and serve people from all walks of life and I have a real liking for guests and a warm desire to them. M: That’s great. Then, could you tell me what makes you feel uneasy? Z: I don’t have much experience to communicate with strangers. M: Great! I understand. Take it easy. I will tell you what you can do, but before that, please tell me how you think of the hotel business. Z: A hotel is an establishment that provides paid lodging, usually on a short-term basis, and it is also a home away from home for all the travelling guests. M: Good idea. Then, what about hotel service? Z: I think hotel service is a very decent and honorable occupation, and it is understanding, anticipating and fulfilling needs of others. M: Right. Good service is a blending of courtesy and efficiency without either familarity or servility. Do you happen to know what the word “SERVICE” stands for? Z: Sorry, Sir. What do you mean? M: Actually, service is the SERVICE. As you can see, each of its letters is rich in meaning. S stands for smiling, E for excellent, R for ready, V for viewing, I for inviting, C for creating and the last E for Eye. In other words, we should keep smiling all the time, everything we do should be excellent, be ready to treat every guest with hospitality, view every guest as a special, invite guests to return, create a warm atmosphere and show our care with eye contact. Z: Oh, I see. You are telling me how to treat the guests. Well, I’ll regard every guest as a VIP. M: Good. I do hope you can bear in mind our hotel’s mission?—?Crown Plaza is the business hotel that focuses on delivering the important services and facilities for formal and informal meetings consistently and completely. In addition, pay particular attention to your behavior and language, as well as be aware of the cultural diversity. Z: Thank you, Sir. We did have such training courses for courtesy English, and service etiquette. M: Terrific! Besides, remember we are one business, and we all work as a team to lead and win. Z: Yes, I’ll try my best to be a good team player. Conversation 2 Choosing Your Hotel 　　Li Yang will have a business trip to Canada, but she doesn’t have any idea about how to choose a proper hotel. Robert Goldfield, a Canadian hotel manager, is giving Li Yang some advice. 　　(L: Li Yang R: Robert) L: Robert. What types of rooms are offered by hotels in Canada? R: In Canada, hotel guest rooms are usually divided into two kinds?—?a room and a suite. The specific room types offered are as the following: single room designed for one person; double room, containing one king-size or queen-size bed; twin room, with two single beds; triple room, containing three single beds or a standard room with an additional single bed. While a suit is subdivided into several types as follows: Standard Suite, also named junior suite or family suite, Deluxe Suite, Executive Suite and Presidential Suite, which usually is the best accommodation in a hotel. However, if you want to find a single room, you should always check through whether you’re booking into a hotel that has a shared bathroom, because some people are very uncomfortable doing that. L: Can I get any discount if I make a room reservation on hotel’s website? R: It depends on the time you go. I mean the full price “rack rates” can vary from peak season to off-season. L: What is the “rack rates”? R: A hotel’s rack rate, or its brochure rate, is usually the maximum room charges published by hotels when occupancy is high. In fact, I think that to get the best hotel room rate is over the telephone. You have to telephone the hotel directly, and you need to be very aggressive about asking what the specials are, what the discounts are, and if there are any special rates for membership. L: Good idea. My next question is whether there are the standard rules for tipping hotel personnel. You know tipping is not popular in China. R: Tipping is always at the discretion of the traveler. However, generally speaking, you should tip the doorman, the bellman and the person who valet parks your car. I think a $2 tip is probably appropriate. L: It’s very kind of you, Robert. I do appreciate your information. Key Words & Expressions aggressive [??gresiv] adj. 主动的 behavior [bi?heivj?] n. 行为 colleague [?k?li:ɡ] n. 同事 courtesy [?k?:t?si] n. 礼貌 etiquette [?etiket] n. 礼仪 occupation [??kju?pei??n] n. 职业 personnel [?p?:s??nel] n. 员工 sincerity [sin?ser?ti] n. 真诚 bear in mind 记住 off-season 淡季 operations intern 学生实习 peak season 旺季 rack rates 门市价 valet park 代客泊车 The Sense of Service 服务意识 Additional Useful Expressions 1. Meeting and Greetings a. Good morning, Sir/Madam. b. Good afternoon/evening, welcome to our hotel. c. How are you today, Sir? d. Did you have a nice trip? e. Nice to meet you, Sir. f. What can I do for you? g. May I have your name, please? h. May I have your signature, Sir? …here please. i. May I be of service, Madam? j. May I recommend our…, Sir? k. Is there anything else I can do for you, Madam? 2. Best wish a. We look forward to your arrival. b. Have a pleasant stay at our hotel, Sir. c. Have a pleasant stay with us, Madam. d. Have a nice day! e. Have a pleasant evening. f. Enjoy your stay. g. Have a nice trip. h. Have a safe trip. 3. Extending thanks a. Thank you very much. b. Thank you for telling us. c. Thank you for your compliment. d. Thank you for waiting. e. Thank you for being so understanding. f. That’s very kind of you. I really appreciate what you have done for me. 4. Responding to one’s appreciation a. You are welcome. b. It’s my pleasure. c. My pleasure. d. Glad to be of service. Please feel free to contact us anytime. 5. Expressing “sorry” and apologizing a. Excuse me. b. I’m awfully sorry. c. I beg your pardon, Sir. d. Sorry to have bothered you. e. Excuse me for interrupting. f. I’m very sorry. There could have been a mistake. I do apologize. g. I’m sorry to have kept you waiting, Sir. 6. Responding to one’s apologizing a. That’s all right. b. It doesn’t matter. c. Take it easy. 7. Positive answer a. Certainly, Sir. I will do it right away. b. Very good, Sir. I’ll be glad to help. c. Certainly, Madam. I’ll be happy to do it. d. Yes, certainly, just leave it to us, Sir. 8. Negative answer a. I’m sorry. There is no discount. b. I’m sorry, Madam. I’m afraid we can do nothing. 9. Saying farewell a. Good-bye, and have a nice trip. b. Thank you for coming. c. We all look forward to serving you again. d. Hope you enjoyed staying with us. Classroom Activities __ Listening Practice __ I. Listen to the recording and complete the following passage. Welcome to the Holiday Inn DIAMOND BAR 　　With a breathtaking view overlooking the San Gabriel Mountains our hotel’s 1. is near Anaheim, downtown Los Angeles and a number of attractions and businesses making it the premier place to stay for business and 2. travelers. 　　Leisure travelers love that our hotel is near Disneyland and many other local 3. including the Big League Dreams sports park and outdoor activities like golf and tennis. In addition, we are close to a variety of shops at the Ontario Mills which easily can meet all of your 4. needs. 　　Corporate guests of our hotel enjoy being near Anaheim businesses and appreciate the 24-hour business center that has fax, copy, 5. and print services. In addition, over 5,000 square feet of meeting space is available for our guests. Feel free to 6. one of our 13 rooms and take advantage our technical amenities and helpful 7. who can ensure that your next meeting or social event is a success. 　　Whether you’re looking for hotels near Disneyland and Los Angeles or those near local corporations, we are the perfect choice. You’ll feel right 8. here as you relax by our outdoor pool and soak up the sun or as you burn off some steam in the fitness center. And, when it’s time for a meal, you can eat right on our property at the on-site restaurant, DB’s Bar and Grill, where kids eat free! Choose us—?the name you can trust. II. Listen to the recording and answer the questions. 1. Why will George work in a hotel? 2. How long will George work in the hotel? 3. Which department will George start to work? 4. What will George do as a Front Office clerk? 5. What is the second department which George will work for? 6. What is PA cleaner? 7. What will George want to do in the F and B department? 8. What does George think about his work in the hotel? 　　 __ Communicative Practice __ Role Play Work in pairs or groups and create conversations according to the given situations. Situation 1: A brief introduction of hotel service and amenities 　　A guest of a hotel is calling the Front Office for the information of hotel service and amenities. A Front Office clerk is answering the phone. Use the given information to help you. Services and Amenities 　　　　　　-Hilton honors program-earn points and miles 　　　　　　-Complimentary hot breakfast 　　　　　　-Free high speed wireless internet throughout the hotel 　　　　　　-Complimentary beverage area 24 hours a day 　　　　　　-Great Room with 42" TV and fireplace 　　　　　　-Indoor heated swimming pool with atrium and patio 　　　　　　-24 hour front desk service 　　　　　　-ATM machine 　　　　　　-Baggage storage 　　　　　　-Safety deposit box 　　　　　　-State-of-the-art fitness center 　　　　　　-Handicapped rooms available 　　　　　　-Non-smoking rooms available 　　　　　　-Business services including fax, copying, express mail 　　　　　　-Free newspapers 　　　　　　-Cribs, high chairs and rollaway beds available 　　　　　　-Courtesy transportation to airport Situation 2: A job interview 　　Mr. Lee wants to find a job in a 3-star hotel. Now he is attending a job interview. The hotel HR manager is asking Mr. Lee some questions about hotel and hotel service. Use the given information to help you. 　　- why the applicant wants to work in a hotel 　　- which department he prefers 　　- tell the applicant which department is in need of hands 　　- if the applicant has work experience in a hotel 　　- tell him the decision will be made until next Friday. 　　Situation 3: How to be a good hotel staff 　　Mark and his classmates get together. They discuss how to be a good staff in hotel industries. Reading Pre-reading questions 1. Do you wash your towel and bed sheet every day? 2. If you stay in a hotel, do you want your towel and bed sheet washed and changed every day? And why? 3. Do you have any good ideas to help hotels to save energy, and protect natural resources? “Green” Hotels and “Green” Hotels Association 　　Hotels are extremely large-volume users of water, detergent, cleansers and other chemicals that can be detrimental to our environment, and hotel managers must be aware of the hotel’s impact on our life resources. “Green” Hotels are eco-friendly properties whose managers are eager to institute programs that save water, save energy and reduce solid waste—while saving money—to help PROTECT OUR ONE AND ONLY EARTH! These hotels include any hotels, motels, and inns, but have to be certified green by an independent third-party or by the state they are located in. 　　“Green” Hotels Association is an organization that enjoys high reputation in the lodging industry, created by Patricia Griffin in 1993. The goal of this association is to reduce the amount of energy and water consumed by the lodging industry. GHA provides hotels around the world with easy access to environmentally friendly products and ideas. “Green” Hotels Association is also interested in reducing the amount of solid waste produced by the lodging industry. Managers can add their hotel to the growing list of “Green” Hotels Association’s members by simply paying an annual membership fee of one dollar per room. Members receive a book consisting of over 85 pages listing different ways to save energy and cut back on waste. The eco-friendly products and ideas are always updated and informed by GHA. The hotel’s name is also placed on GHA’s website: www.greenhotels.com. 　　Two of the most popular products provided by GHA are the printed towel rack hanger and sheet-changing cards. The towel-rack hanger card encourages guests to use towels more than once, and says “Please decide for yourself. Towels on the rack mean ‘I’ll use it again.’ Towels on the floor or in the tub mean ‘please exchange’”. The sheet-changing card says, “Sheets are customarily changed daily, but if you feel that this is unnecessary, leave this card on your pillow in the morning, and your sheets will not be changed that day”. 　　Hotels can save significantly by utilizing these cards. GHA reports that hotels can save approximately $1.50 per day per occupied room by using these two products. Guests who decide to use these cards help reduce the amount of water, detergent, labor, and utilities used by a hotel in a given day. Many guests eagerly participate in their hotel’s green program because they want to help protect the beautiful destination they are visiting. Very few people wash their linens and towels daily at home, and it is time that we recognize doing this in hotels is unnecessary and wasteful. 　　By using GHA’s towel rack hangers and sheet-changing cards hoteliers are taking the first step toward keeping our earth green. Notes to the text 1. detergent 清洁剂 2. chemicals that can be detrimental to our environment 对我们环境有害的化学品 3. eco-friendly 环保的 4. institute 建立，制定；着手，实行 5. solid waste 固体垃圾 6. but have to be certified green by an independent third-party 但是它们须经第三方认证才能成为绿色环保饭店 7. lodging industry 酒店业 8. annual membership fee 会员年费 9. towel rack hanger 毛巾架 10. sheets are customarily changed daily 按常规，床单每天都要换 11. occupied room 已入住之客房 Follow-up questions 1. What are “Green” hotels? 2. What is “Green” Hotels Association? And what does it contribute to the lodging industry? 3. Please read the following items, and decide what could be basic characteristics of a green hotel. a. Housekeeping uses any cleanser and laundry detergent b. 100% organic cotton sheets, towels and mattresses c. Non-smoking environment d. Individual packages organic soap and amenities e. Guest room and hotel lobby bins f. Energy-efficient lighting g. Car rental services h. Serve organic and local-grown food i. Non-disposable dishes j. Newspaper recycling program Exercises __Words exercises__ I. Test your vocabulary for “Green” Hotels. Fill in the blanks with words from the box. 　　 bulk sheets recycling bins towels recycler baskets replace turn off minimize encourage lower unoccupied glass low-flow eco-friendly leftover 　　 This passage lists sustainable practices that hotels can implement to keep hotels green: ? Start a linen (both 1. and??2. ) reuse program in all guest rooms. ? Install??3. showerheads that can save water. ? Whenever possible, buy food and guest amenities in 4. (i.e., use refillable hair and skin shampoo) ? Educate your staff to 5. lights and turn down heating/air conditioning when rooms are 6. . ? Provide guestroom 7. for newspaper, white paper, glass, aluminum, cardboard, and plastic. ? Provide 8. both in public areas, in the kitchen, and in the back office to make recycling as easy as possible. ? Install window film to 9. heating and cooling loads and reduce glare in guestrooms. ? Use recycled paper products 10. the amount of paper used for each guest (i.e., reduce paper size of invoices, etc.). ? Provide 11. cups and ceramic mugs (instead of plastic) for in-room beverages. ? Create an incentive program to 12. your staff to participate in and improve upon 13. practices. ? Donate 14. guest amenities, old furniture and appliances to charities. ? 15. regular light bulbs with energy-efficient bulbs. II. Choose the best answer. 1. If you’ve never been to this city, you should take a look at our . a. menu b. brochures c. front desk d. inn 2. We do not have a service. You’ll have to park your car yourself. a. room b. dinner c. laundry d. valet 3. The room has a pull couch, so it will sleep an extra person. a. off b. over c. out d. on 4. We don’t have any vacancies. We are completely . a. vacant b. booked c. complimentary d. closed 5. After your long conference you can relax in the . a. kitchenette b. parking lot c. hot tub d. front desk 6. I’ll call housekeeping and ask them to bring you some fresh . a. milk b. dinner c. linen d. ice 7. If you need to do your workout we have a on the third floor. a. weight room b. restaurant c. library d. telephone 8. I’ll let you voice your complaint about the rate to the . a. housekeeper b. valet driver c. hotel manager d. chef 9. Please put your used in the basket and leave unused ones hanging on the rack. a. dishes b. towels c. menus d. keys 10. If you need a midnight snack there’s a machine full of potato chips on your floor. a. bellboy b. kitchenette c. cot d. vending ___Grammar exercises ___ Fill in each blank with the proper article: a, an, or the. 　　I went to (example) the airport at 6:00 AM yesterday. I had to catch 1. flight to Paris. The lines at 2. airport were very long, so I had to wait 3. long time. Once 4. plane took off I tried to get some sleep but I couldn’t. Then I ate 5. pretty good meal on airplanes! Later, I spoke to one of 6. flight attendants for 7. while. She was pretty. She told me that 8. pilot of the airplane was French. I managed to fall asleep for about 9. hour. After I woke up, I felt refreshed. I ordered 10. drink, then another. Generally, it was a pretty smooth flight. ___Translation ___ 1. 很高兴为您服务。有需要请随时通知我们。 2. 先生，时间充足，请慢慢来。 3. 先生，这完全不需要。但我依然要感谢你。 4. 对不起，我不能保证，但我一定会尽我全力去做。 5. 这是我的荣幸，我很高兴一切都能令您满意。 6. I’m sorry, I don’t quite understand. Should I get the manager? 7. It’s good value for the price. 8. Could you speak slowly, please? 9. We all look forward to serving you again. And have a safe trip home. 10. Please don’t forget to say hello to the rest of the family for me. Learning Tips Hotel Staff Training 　　As we know, it is very important that a hotel pays attention to the training of its staff, as there exist many weak parts in its various departments. Staff training must have a purpose, which is defined when a hotel considers its training needs, which are in turn based on job descriptions and job specifications. 　　A job description should give details of the performance that is required for a particular job, and job specification should give information about the behavior, knowledge and skills that are expected of an employee who works in it. 　　 　　 　　 　　 2 　　 3