READING 1:

What does a Bellman do?

A bellman works at a hotel or resort. As one of the first people guests meet, it is
important to show the hotel in a professional, friendly way. Greeting guests with a
smile, the uniform staff may open doors, assist with luggage, and escort guests to their
rooms. He introduces special features and amenities of the hotel.
When guests first arrive at a hotel, the bellman will offer to take their luggage. He
delivers everything to the room. Many times, he will escort guests to their villa. During
the way, he may show restaurants, swimming pool, or any other special features of the
hotel.
In the guest’s room, the bellman will open the door. He will show guests how to use the
mini bar or use the in-room safe. He will answer any questions a guest asks.
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What does a hotel receptionist do?
A hotel receptionist is a hospitality professional who works at the check-in desk of a
hotel, resort. Some of the work hotel receptionist have are:
Taking calls from guests staying at the hotel as well as external customers
Scheduling and modifying guest room reservations
Assigning guests to their rooms and controlling hotel room keys
Providing information to hotel guests such as local destinations and sightseeing, travel
accommodations and restaurant recommendations
Serving as a communication between guests and hotel
Collecting payment from customers upon check-in or check-out
Customer service skills: The hotel receptionist is often the first point of contact for
guests at a hotel or resort. A good receptionist is enthusiastic and confident when
working with hotel guests and take actions to help ensure that guests feel comfortable
and welcome for their stay.
Communication skills: The hotel receptionist is a central point of communication
between the guests, the hotel’s services team.
Flexibility: Hotel receptionist must be able to balance their responsibilities and handle
their minute-by-minute activities to the needs of their guests.
READING 2:
A bellman is a type of hotel employee. Once hotel guests check in, the bellman usually
carries the guests’ bags, shows them to their room and answers any questions that the
guests may ask on the way to the room. Bellmen also help guests who are checking out
to take their bags from the hotel room to their car or who are awaiting a taxi or other
mode of transportation.
Know the hotel and its rooms inside and out. Learn all you can about the amenities and
facilities so that you can respond when guests ask you about them.
Smile, be pleasant and have a positive, professional attitude. Your job is to help guests
have a pleasant stay; this includes assisting them with their baggage, of course, treating
guests in a warm, professional and respectful manner that will make them want to come
back and stay at the hotel again and again.
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Smile Often: Although it may seem silly to smile while on the phone, it works! Smiling is
the easiest way to ensure your receptionist sounds friendly and inviting, maintaining the
perfect tone. In addition, keeping a smile on their face will help your receptionist feel
calm and happy throughout the day.
Be Polite & Use Pleasantries: Being polite and using pleasantries aid in making a great
first impression. Encourage your receptionist to always say, “thank you,” “please may I,”
and “have a nice day.” When these polite terms are used, the customer notices and
their experience is enhanced.
Avoid Saying “I don’t know”: There is a good chance that your receptionist will be asked
questions that they don’t know how to answer, so it is important to train them the
proper way to respond. It’s a good idea to make it clear that using the phrase “I don’t
know” is not an option. Phrases beginning with “Let me” and “I’d be happy to” are great
ways to avoid this phrase. Encourage your receptionists to use phrases such as “Let me
find out for you” or “I’d be happy to look into that.”

READING 3:
Why Should Hotel Receptionists Learn English?
Just look at how busy airports are these days and you’ll understand how popular
international travel and tourism has become. It’s common for people to simply hop on
an airplane and cross the planet for vacation or business, any time of the year.
Now that’s a lot of international visitors you’ll be welcoming to your city if you’re a hotel
receptionist.
And as a receptionist, you need to be able to communicate with all of these travelers.
You’ll be checking them in and out of the hotel and answering questions about your
local area.
Does that mean you need to speak every language on the planet? Fortunately, no. But
you do have to be fluent in English because English is the lingua franca—the common
language people all over the world use to communicate with each other.
Learning English is an efficient way to be prepared for any conversation with almost any
guest at your hotel. This won’t just make your day-to-day life easier—it’ll also make you
more valuable as a hotel employee.