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酒店英语培训.pdf
PART ⅠTHE FRONT OFFICE
INTRODUCTION
The manager’s Remarks
The aim of a hotel is to create a home away from home for all the traveling guests who need rest,
food and drink.
The front office of a hotel is not only its “shop window” but also its “nerve center” .The front office
staff’s efficiency and personality are of great importance to guest’s vacation or business, and indeed, the
hotel’s operation itself are made or ruined.
The front office staff seem to “do it all” - receive reservations, register guests, assign rooms,
distribute baggage, store guests’ valuables, provide information, deliver mails and messages, exchange
foreign currencies, check room occupancies, check guests out and so on.
In order to fulfil these tasks, the staff must have a neat and smart appearance, good manners,
adaptability, knowledge of languages and a head for figures. The most important of all the qualities is a
real liking for people and a warm desire to help them.
Besides, front desk staff should encourage and settle the guests’ complaints. That will soothe an
unhappy guest and reveal the hotel’s problems so that the operation can be bettered.
In short, all staff ought to remember that the hotel will enjoy greater financial success only with the
greater satisfaction the guests receive from the “home away from home”.
Word List
Remark n.陈述、言语 efficiency n.效率
Nerve n.神经 personality n.个性
Realization n.实现 smart α.活泼的、精明的
Operation n.经营 appearance n.外表
Ruin υ.崩溃、毁灭 good manners 彬彬有礼
“Business Hospitality English Training Expert”
Market L
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