酒店英语培的训.pdf

Market Leader 上海马科里得酒店英语培训 Hotel Restaurant English Training Expert 400-670-9199 “Business Hospitality English Training Expert” Market Leader Hotel Restaurant Group Call: 400-670-9199 http://www.Market-L/ 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