餐飲旅館英語餐飲旅館英語English for Hospitality and Hotel indusEnglish for Hospitality and Hotel indus

trytry Unit 5 Concierge(Unit 5 Concierge( 看門人看門人 ) Services) Services

Dr. Leo T. A. LinDr. Leo T. A. LinFeb. 19, 2013Feb. 19, 2013

Unit 5Unit 5Concierge(Concierge( 看門人看門人 ) Services) Services

1. Explaining the details of hotel 1. Explaining the details of hotel tourtour

• (Sandra Randall asked about the hotel’s tours.)(Sandra Randall asked about the hotel’s tours.)

-- Excuse me. I’m wondering about your tours.-- Excuse me. I’m wondering about your tours.

-- Yes, ma’am.-- Yes, ma’am.

(Paul, the concierge, explained the route of the tour.)(Paul, the concierge, explained the route of the tour.)

-- And then we’ll go along historic Newgate -- And then we’ll go along historic Newgate

Street.Street.

(He said they would travel by coach.)(He said they would travel by coach.)

1. Explaining the details of hotel 1. Explaining the details of hotel tourtour

• (A guide would describe the sights of the city.)(A guide would describe the sights of the city.)

-- If you look to your right…-- If you look to your right…

(They would stop at the museum and eat a boxed (They would stop at the museum and eat a boxed lunchlunch

in the park. Ms. Randall reserved her place on in the park. Ms. Randall reserved her place on the tour.the tour.

The concierge gave her a ticket.)The concierge gave her a ticket.)

2. Advising guests about nearby 2. Advising guests about nearby restaurantsrestaurants

• (Mr. Smith asked the concierge about local (Mr. Smith asked the concierge about local restaurants.)restaurants.)

-- Hi. Do you have a list of good restaurants -- Hi. Do you have a list of good restaurants

near here?near here?

(The concierge showed him a list of some.)(The concierge showed him a list of some.)

-- Certainly, sir.-- Certainly, sir.

(Mr. Smith was looking for a Mexican restaurant.)(Mr. Smith was looking for a Mexican restaurant.)

-- I was thinking of a Mexican place.-- I was thinking of a Mexican place.

2. Advising guests about nearby 2. Advising guests about nearby restaurantsrestaurants

• (The concierge showed him(The concierge showed him the location of a restaurant the location of a restaurant on a map and gave him aon a map and gave him a bus schedule.)bus schedule.)

-- There is a very good-- There is a very good one about three one about three miles from here, sir.miles from here, sir. (Mr. Smith checked his (Mr. Smith checked his

watch and hurried out of the watch and hurried out of the hotel to catch the bus.)hotel to catch the bus.)

3. Arranging for a taxi and 3. Arranging for a taxi and courtesy carcourtesy car

• (Mrs. Porter called the concierge to book a taxi.)(Mrs. Porter called the concierge to book a taxi.)

-- I need to go downtown. I think I should get-- I need to go downtown. I think I should get

a taxi.a taxi.

(Paul, the concierge, asked her what time she required(Paul, the concierge, asked her what time she required

the taxi.)the taxi.)

-- What time would you like to arrive downtown,-- What time would you like to arrive downtown,

Mrs. Porter?Mrs. Porter?

-- At about 7 o’clock.-- At about 7 o’clock.

3. Arranging for a taxi and 3. Arranging for a taxi and courtesy carcourtesy car

• (Paul called for a taxi. Then, the Reynolds family came (Paul called for a taxi. Then, the Reynolds family came to the concierge desk. They needed a courtesy car(to the concierge desk. They needed a courtesy car( 免免

費費 接客車接客車 ) to the airport. Paul went outside to speak to ) to the airport. Paul went outside to speak to the courtesy car driver. He opened the car door and pthe courtesy car driver. He opened the car door and p

utut the suitcases in the trunk.)the suitcases in the trunk.)

4. Booking the hotel for4. Booking the hotel for future conferences future conferences

• (Sandra Randall went to see the hotel’s event planne(Sandra Randall went to see the hotel’s event planner,r,

Beatriz Chan. She gave her business card to Beatriz.)Beatriz Chan. She gave her business card to Beatriz.)

-- I’m Sandra Randall.-- I’m Sandra Randall. (She explained the nature((She explained the nature( 性質性質 ) of her request.)) of her request.)

-- I’d like to ask about booking a conference -- I’d like to ask about booking a conference here in May.here in May.

4. Booking the hotel for4. Booking the hotel for future conferences future conferences

• (Beatriz checked her calendar and penciled in Sandra’s (Beatriz checked her calendar and penciled in Sandra’s

conference. Beatriz took out a booking form and filled conference. Beatriz took out a booking form and filled

in the details of the conference. Finally, she gave in the details of the conference. Finally, she gave

Sandra a price quote.)Sandra a price quote.)

-- I think we can put everything together for -- I think we can put everything together for

between twelve and fifteen thousand --- not between twelve and fifteen thousand --- not

including lodging.including lodging.

5. Directing guests to facilities 5. Directing guests to facilities near the hotelnear the hotel

• (Mrs. Porter wanted to go jogging. Paul showed her (Mrs. Porter wanted to go jogging. Paul showed her aa

street map of the area. He marked a route on the street map of the area. He marked a route on the map.)map.)

-- Then you can head east again on the -- Then you can head east again on the Cold Cold

Creek path.Creek path.

(Mr. Porter asked about sightseeing.)(Mr. Porter asked about sightseeing.)

-- I’d like to explore the area. Any ideas?-- I’d like to explore the area. Any ideas?

5. Directing guests to facilities 5. Directing guests to facilities near the hotelnear the hotel

• (The concierge gave him an information leaflet and a (The concierge gave him an information leaflet and a map of the subway system.)map of the subway system.)

-- There is a lot to see, sir. This lists some -- There is a lot to see, sir. This lists some popular spots.popular spots. (He circled the station where Mr. Porter would get off (He circled the station where Mr. Porter would get off and pointed him toward the nearest station.)and pointed him toward the nearest station.)

-- You’ll get off at Carbury Street. That’s near -- You’ll get off at Carbury Street. That’s near a a

lot of things.lot of things.

6. Handling a request for child 6. Handling a request for child carecare

• (Paul answered a call from Mr. Reynolds about (Paul answered a call from Mr. Reynolds about childchild

care.)care.)

-- Concierge.-- Concierge.

-- Hi. We need to find a babysitter tonight -- Hi. We need to find a babysitter tonight forfor

our two children.our two children.

6. Handling a request for child 6. Handling a request for child carecare

• (Paul mentioned the free child care that the hotel (Paul mentioned the free child care that the hotel

provides.)provides.)

-- We have a free child care center – our Kids’ -- We have a free child care center – our Kids’

Club– until 7:30 in the evening.Club– until 7:30 in the evening.

(Mr. Reynolds said he needed something later than that.)(Mr. Reynolds said he needed something later than that.)

-- Yes, I heard about that from the front desk. -- Yes, I heard about that from the front desk.

I’m afraid we’ll be out much later, from 6:00I’m afraid we’ll be out much later, from 6:00

to about 10:00. to about 10:00.

6. Handling a request for child 6. Handling a request for child carecare

• (Paul suggested an alternative.)(Paul suggested an alternative.)

-- Then perhaps one of our on-call child -- Then perhaps one of our on-call child care care

workers would be available. Let me workers would be available. Let me check.check.

6. Handling a request for child 6. Handling a request for child carecare

• (He found out that a childcare worker would be (He found out that a childcare worker would be

available.)available.)

-- Yes, we have several on-call people -- Yes, we have several on-call people available available

tonight. Would you like to book tonight. Would you like to book someone someone

from 6 until 10?from 6 until 10?

6. Handling a request for child 6. Handling a request for child carecare

• (Mr. Reynolds was worried about the quality of (Mr. Reynolds was worried about the quality of the childthe child

care, and Paul reassured him.)care, and Paul reassured him.)

-- Are they dependable? What -- Are they dependable? What qualifications do qualifications do

they have?they have?

-- They have to have a license from the -- They have to have a license from the state tostate to

work for us, sir. They are very good.work for us, sir. They are very good.

6. Handling a request for child 6. Handling a request for child carecare

• (Paul explained the charges.)(Paul explained the charges.)

-- There is a nominal fee(-- There is a nominal fee( 象徵性費用象徵性費用 ), sir. These), sir. These child care workers charge $ 10, but the guestchild care workers charge $ 10, but the guest and the hotel split that. You would pay $ 5and the hotel split that. You would pay $ 5 an hour, and the hotel would match it.an hour, and the hotel would match it.

6. Handling a request for child 6. Handling a request for child carecare

• (Mr. Reynolds decided to book someone.)(Mr. Reynolds decided to book someone.)

-- Sounds good. Could you send the sitter -- Sounds good. Could you send the sitter up toup to

Room 1451 by six? We’d need someone Room 1451 by six? We’d need someone to to

stay until 10 or 10:30.stay until 10 or 10:30.

6. Handling a request for child 6. Handling a request for child carecare

• (Paul confirmed the booking and said he would arran(Paul confirmed the booking and said he would arrangege

things.)things.) -- Right. We’ll arrange for a sitter to come to -- Right. We’ll arrange for a sitter to come to Room 1451 at 6:00 and we’ll specify that the Room 1451 at 6:00 and we’ll specify that the job might last as late as 10:30.job might last as late as 10:30. -- Great. Thank you.-- Great. Thank you.

7. Lost and found7. Lost and found

• (Someone left an umbrella in the restaurant. Katie (Someone left an umbrella in the restaurant. Katie

brought it to the concierge desk and explained what brought it to the concierge desk and explained what

happened.)happened.)

-- Paul, this was left in the restaurant. What -- Paul, this was left in the restaurant. What

should we do with it?should we do with it?

-- The lost-and-found box is behind the front -- The lost-and-found box is behind the front

desk.desk.

7. Lost and found7. Lost and found

• (Paul took it to the front desk and asked them to (Paul took it to the front desk and asked them to put it put it

in the lost-and-found.)in the lost-and-found.)

-- Pat, this needs to go in the box. -- Pat, this needs to go in the box. Someone Someone

left it in the restaurant.left it in the restaurant.

7. Lost and found7. Lost and found

• (Later, Sandra Randall approached Paul to ask (Later, Sandra Randall approached Paul to ask about the about the

umbrella.)umbrella.)

-- Excuse me. I think I lost my umbrella -- Excuse me. I think I lost my umbrella

somewhere in the hotel.somewhere in the hotel.

(Paul walked with her to the front desk.)(Paul walked with her to the front desk.)

-- I think there are umbrellas in lost-and--- I think there are umbrellas in lost-and-found. found.

Let’s go check.Let’s go check.

7. Lost and found7. Lost and found

• (She described the umbrella.)(She described the umbrella.)

-- It’s got a kind of Burberry plaid pattern.-- It’s got a kind of Burberry plaid pattern.

(Pat went back to the lost-and-found box and (Pat went back to the lost-and-found box and picked outpicked out

the umbrella. Sandra said that it was hers.)the umbrella. Sandra said that it was hers.)

-- Yes, that’s it. Thank you, thank you.-- Yes, that’s it. Thank you, thank you.

(So Pat handed it over to her.)(So Pat handed it over to her.)

-- Here you go, ma’am. I’m glad we could -- Here you go, ma’am. I’m glad we could help.help.