Part 1. 送行李工作流程
一、准备工作
确保自己的仪容仪表整洁、专业，穿着酒店规定的制服和工牌。
确保手推车的清洁、完好，没有任何损坏或异响。
确保手推车上放置有酒店的欢迎卡、地图、宣传册等资料。
确保手推车上有足够的空间，可以放置客人的行李。
二、接待客人
当客人到达酒店时，主动上前问候客人，用微笑和礼貌的语言欢迎客人入住酒店。
询问客人是否需要帮助搬运行李，如果客人同意，主动帮助客人将行李放到手推车上，并小心地固定好，避免行李滑落或损坏。
询问客人是否已经办理了入住手续，如果客人还没有办理，引导客人到前台办理，并陪同客人等候，期间与客人进行简单的闲聊，介绍酒店的设施和服务。
如果客人已经办理了入住手续，询问客人的房间号，并确认客人的姓名和预订信息。
三、送行李
告知客人自己将带领客人到房间，并请客人跟随自己。
推着手推车，带领客人到电梯，并按下相应的楼层按钮。
在电梯内，向客人介绍酒店的各个楼层的功能和特色，比如餐厅、健身房、游泳池等。
到达目标楼层后，引导客人到房间，并用房卡打开房门。
将手推车推进房间，并将行李放到合适的位置，比如衣柜、床边、沙发等。
向客人介绍房间的设施和操作方法，比如空调、电视、电话、迷你吧等，并询问客人是否有任何问题或需求。
如果客人有问题或需求，尽力解答或满足；如果没有，向客人表示祝福，并告知自己的姓名和联系方式，以便客人有需要时联系。
向客人告别，并请客人检查一下是否有遗漏的行李，然后退出房间，并关好房门。
四、结束工作
将手推车推回礼宾部，并清理好手推车上的垃圾或杂物。
将送行李的记录填写在礼宾部的登记本上，包括日期、时间、房间号、姓名、行李数量等信息。
准备好下一次送行李的工作。
Part 2. 基础词汇
英文词汇音标中文意思
bellman/ˈbel.mən/行李生
doorman/ˈdɔː.mən/门童
luggage/ˈlʌɡ.ɪdʒ/行李
luggage rack/ˈlʌɡ.ɪdʒ ræk/行李架
luggage depository/ˈlʌɡ.ɪdʒ dɪˈpɒz.ɪ.tər.i/行李存放处
baggage trolley/ˈbæɡ.ɪdʒ ˌtrɒl.i/行李车
driver/ˈdraɪ.vər/司机
elevator/ˈel.ɪ.veɪ.tər/电梯
toilet/ˈtɔɪ.lət/洗手间
airport/ˈeə.pɔːt/机场
shopping center/ˈʃɒp.ɪŋ ˌsen.tər/商场
tip/tɪp/小费
pick-up service/ˈpɪk.ʌp ˌsɜː.vɪs/接机服务
morning call/ˈmɔː.nɪŋ ˌkɔːl/叫早服务
wake up service/weɪk ʌp ˌsɜː.vɪs/叫醒服务
fragile objects/ˈfrædʒ.aɪl ˈɒb.dʒekts/易碎物品
straight on/streɪt ɒn/往前直走
front office department/frʌnt ˈɒf.ɪs dɪˈpɑːt.mənt/前厅部
front desk/frʌnt desk/前台
Part 2. 关键句型
May I take your luggage to your room, sir/madam?我可以帮您把行李送到房间吗，先生/女士？
这是一种礼貌地询问客人是否需要送行李的服务的句型。一般在客人办理入住后，礼宾部员工会主动提出这样的问题，以表示对客人的关心和尊重。
在使用这个句型时，要注意根据客人的性别和身份选择合适的称呼，如sir, madam, miss, doctor等。另外，也可以用may I assist you with your luggage?来替换may I take your luggage?，意思相同。
Please follow me. This way, please.请跟我来。这边请。
这是一种引导客人前往房间的句型。在客人同意送行李后，礼宾部员工会用这样的句型来邀请客人跟随自己，同时也可以用手势示意方向。
在使用这个句型时，要注意语气要温和而不是命令，所以要加上please。另外，也可以用right this way或over here来替换this way，请。
Here we are. This is your room, sir/madam.我们到了。这是您的房间，先生/女士。
这是一种告知客人到达房间的句型。在抵达房间门口时，礼宾部员工会用这样的句型来提醒客人，并指出房间号码和门牌。
在使用这个句型时，要注意根据客人的性别和身份选择合适的称呼，如sir, madam, miss, doctor等。另外，也可以用we have arrived或this is it来替换here we are，意思相同。
May I show you how to use the facilities in the room?我可以向您介绍一下房间里的设施吗？
这是一种询问客人是否需要了解房间设施的句型。在进入房间后，礼宾部员工会用这样的句型来征求客人的意见，如果客人同意，就会向客人介绍房间里的各种设施和功能，如空调、电视、电话、保险箱等。
在使用这个句型时，要注意用may I来表示礼貌地请求许可，而不是can I或shall I。另外，也可以用may I explain to you the facilities in the room?或may I demonstrate how to use the facilities in the room?来替换may I show you how to use the facilities in the room?，意思相同。
Is there anything else I can do for you?您还有什么其他需要我为您做的吗？
这是一种询问客人是否还有其他需求的句型。在介绍完房间设施后，礼宾部员工会用这样的句型来向客人表示自己愿意提供更多的帮助和服务，如果客人有其他需求，就会告诉礼宾部员工。
在使用这个句型时，要注意用anything else来表示其他任何事情，而不是something else或other things。另外，也可以用do you need anything else?或can I help you with anything else?来替换is there anything else I can do for you?，意思相同。
Part 4. 情景对话【对话音频请阅读原文】
Concierge:Good afternoon, sir. Welcome to our hotel. May I help you with your luggage?
Guest:Yes, please. Thank you.
Concierge:What is your name and room number, please?
Guest:My name is John Smith and my room number is 512.
Concierge:Thank you, Mr. Smith. I’ll take your luggage to your room. Please follow me.
Guest:OK.
Concierge:This way, please. We have two elevators on the left and right side of the lobby. We’ll take the left one.
Guest:Alright.
Concierge:Here we are. Please press the fifth floor button.
Guest:Sure.
Concierge:By the way, have you had lunch yet? If not, I’d like to recommend our Chinese restaurant on the second floor. It serves authentic Cantonese cuisine and dim sum. It’s open from 11:30 a.m. to 2:30 p.m. for lunch and from 5:30 p.m. to 10:00 p.m. for dinner.
Guest:That sounds delicious. I’ll definitely try it later.
Concierge:Great. Here we are at the fifth floor. Your room is on the right side of the corridor, room 512.
Guest:Thank you.
Concierge:You’re welcome. Let me open the door for you.
Guest:Thanks again.
Concierge:Here is your room, Mr. Smith. It’s a deluxe king room with a city view. It has a minibar, a flat-screen TV, and free Wi-Fi.
Guest:It looks very nice and cozy.
Concierge:I’m glad you like it. Would you like me to put your luggage on the luggage rack for you?
Guest:Yes, please. That would be very helpful.
Concierge:No problem. Here you go.
Guest:Thank you very much.
Concierge:You’re very welcome, Mr. Smith. Do you have any questions about the room or the hotel facilities?
Guest:No, I think I’m good for now.
Concierge:Alright then. If you need anything else, please don’t hesitate to call me or the front desk. My name is David and I’m at your service.
Guest:Thank you, David. You’ve been very kind and helpful.
Concierge:It’s my pleasure, Mr. Smith. I hope you enjoy your stay with us and have a wonderful day.
Guest:Thank you, you too.
Concierge:Goodbye, Mr. Smith.
Guest:Goodbye, David.
礼宾部员工：下午好，先生。欢迎来到我们的酒店。我可以帮您拿行李吗？
客人：是的，请。谢谢你。
礼宾部员工：请问您的姓名和房间号是什么？
客人：我的名字是约翰·史密斯，我的房间号是512。
礼宾部员工：谢谢您，史密斯先生。我会把您的行李送到您的房间。请跟我来。
客人：好的。
礼宾部员工：这边请。我们在大堂的左右两边都有电梯。我们走左边的那个。
客人：好的。
礼宾部员工：我们到了。请按一下五楼的按钮。
客人：好的。
礼宾部员工：顺便问一下，您吃过午饭了吗？如果没有的话，我想推荐一下我们二楼的中餐厅。它提供正宗的粤菜和点心。它从上午11:30到下午2:30营业午餐，从下午5:30到晚上10:00营业晚餐。
客人：听起来很美味。我稍后一定会去尝试一下。
礼宾部员工：太好了。我们到了五楼。您的房间在走廊的右边，512号房间。
客人：谢谢你。
礼宾部员工：不客气。让我为您打开房门。
客人：再次感谢你。
礼宾部员工：这是您的房间，史密斯先生。这是一间豪华大床房，有城市景观。它有一个迷你吧，一个平板电视，和免费的无线网络。
客人：看起来很漂亮和舒适。
礼宾部员工：我很高兴您喜欢它。您需要我把您的行李放到行李架上吗？
客人：是的，请。这将非常有帮助。
礼宾部员工：没问题。给您放好了。
客人：非常感谢你。
礼宾部员工：不用谢，史密斯先生。您对房间或者酒店设施有任何问题吗？
客人：不，我现在觉得挺好的。
礼宾部员工：好吧。如果您需要任何其他东西，请随时给我或者前台打电话。我的名字是大卫，我随时为您服务。
客人：谢谢你，大卫。你非常友善和乐于助人。
礼宾部员工：这是我的荣幸，史密斯先生。我希望您享受在我们酒店的住宿，并祝您有一个美好的一天。
客人：谢谢你，你也是。
礼宾部员工：再见，史密斯先生。
客人：再见，大卫。
Part 5. 课堂练习【参考答案请阅读原文】
Which of the following sentences is the most polite way to ask the guest if they need help with their luggage?
A. Can I carry your luggage for you?
B. Do you want me to take your luggage?
C. May I help you with your luggage?
D. Let me help you with your luggage.
Which of the following sentences is the most appropriate way to confirm the guest’s name and room number?
A. What’s your name and room number?
B. Tell me your name and room number.
C. What is your name and room number, please?
D. How do I know your name and room number?
Which of the following sentences is the most suitable way to introduce the hotel’s Chinese restaurant to the guest?
A. You should go to our Chinese restaurant on the second floor. It has good food and service.
B. Have you been to our Chinese restaurant on the second floor? It serves authentic Cantonese cuisine and dim sum.
C. By the way, have you had lunch yet? If not, I’d like to recommend our Chinese restaurant on the second floor. It serves authentic Cantonese cuisine and dim sum.
D. There is a Chinese restaurant on the second floor. You can go there if you want.
Which of the following sentences is the most respectful way to ask the guest if they want to change their room?
A. Do you want to change your room?
B. Will you change your room?
C. Would you like to change to another room?
D. Let’s change your room.
Which of the following sentences is the most helpful way to offer a solution to the guest’s problem with their room?
A. What is the problem with your room? We can fix it or change it for you.
B. What seems to be the problem with your room? Maybe we can fix it for you or offer you a different room.
C. What’s wrong with your room? You can fix it yourself or find another room.
D. What do you want us to do about your room? We can give you a refund or a discount.