Практическое занятие по английскому языку для студентов третьего курса, группы ГД-31. Тема : "Взаимодействие работника отеля с гостем".

1. Read and translate the text. Ask the teacher’s questions.
2. Find out the unknown words and learn them!
3. Make up questions, using the text.

«Etiquette of a Front Office Receptionist»

Your receptionist is the face of your business, the first impression many customers have. A good receptionist makes visitors feel welcome and comfortable. Whatever their reason for showing up, the receptionist helps address it. A few basic etiquette rules can make all the difference.

Dressing for the Job

Whatever your rules are for business dress, your receptionist needs to live by them. What's appropriate to wear for the front office depends on your standards, the local community and your line of work. A stockbroker or a medical office might want a professional look, but casual wear might be acceptable in other fields.

Greet, Seat and Treat

One staffing firm summed up a receptionist's duties as "greet, seat and treat."

Greet customers, and ask what they need.

If they have to wait around, invite them to take a seat.

Offer them complimentary snacks and coffee, or direct them to the vending machines, depending on your office setup.

Provide instructions on the location of the bathroom if needed.

It's a simple routine, but it gives office visitors a sense that they're welcome.

Importance of Phone Etiquette

Receptionists also deal with phone calls, and phone courtesy is also important to your business. The receptionist's tone should be cheerful and friendly. A major part of phone etiquette is simply listening to the customer, even if the customer has a lengthy message or rambles. The receptionist should write down numbers and other key information the customer provides, double-check that the notes are correct and ask questions if necessary.

Phone Vs. Face Time

It's inevitable that sooner or later your receptionist will have to deal with someone in your office and someone else on the phone. As a rule, it's best to deal with the person there in the flesh and then the person on the phone. If the receptionist has to ask either party to wait, they should do it politely, not as if it's an annoyance. The receptionist can ask the person on the phone if they would prefer a call back if they do not wish to hold. If the office is busy enough that customers are lining up or the calls keep going to voicemail, it's probably time to add a second receptionist.

Dealing with the Problem Customer

You need a receptionist who can handle the occasional problem customer — a disgruntled client who wants a return, or one who's just angry or nervous. A well-trained receptionist listens to what the customer has to say, expresses sympathy, and fixes the problem, if possible. Sometimes simply repeating back what someone says ("So you don't think our software works the way we promised?") makes the customer feel they're being listened to. If the issue requires someone higher up the chain of command, the receptionist should smoothly pass the customer to someone who can resolve things.

2. Make up the dialogues “a guest – a reception clerk” with your partner using the following situations.

1. You are a guest at a hotel. You need a «wake-up call» at 8 a.m. and you also want some of your shirts to be washed. You ask the front desk to help.

2. Leaving the hotel you ask the reception clerk to make your bill ready for you. When you see the bill, you are surprised. It isn’t what you have expected.

3. You arrive at a hotel where you have reserved a room in advance. The reception clerk can’t find your reservation.

4. It is your first visit to Yaroslavl. You ask the reception clerk to give you some advice on touristic places to visit (including options of public transportation and the local cuisine).

5. The neighbors in adjacent rooms are too noisy. You ask the front desk to help.

6. You think that the staff at the hotel don't care about the service they provide and you want to discuss the issue with the hotel manager.

7. You need to check out.

8. You want to make a reservation by the phone.

9. You need to make a group reservation in person.

10. You enter your room and start unpacking your bags. On opening drawers, you find someone else's things inside.