Учебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения


НазваниеУчебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения
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ТипУчебное пособие
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Customer Care

Greeting

  1. Read the information and discuss it.

First impressions last a life time, or at least until the guests check out, so it is important to make a good first impression. There are numerous expressions that can be used when first greeting people. Some are very formal and appropriate for greeting guests and some are more informal and should only be used with friends or co-workers. Obviously, employees of the hotel industry should use the more formal expressions; however, the less formal expressions will also be presented to give learners a well-balanced repertoire to choose from.

  1. Practice the phrases.

Formal Expressions

  • Good morning (sir/ma’am)

  • Good afternoon (sir/ma’am). Welcome to (name of hotel/restaurant, etc)

  • Good evening (sir/ma’am)

How are you this morning (afternoon, evening, today)?

Less Formal Expressions

  • Hello

  • Hi

  • What's up?

  • How's it going?

Of course, after the greeting, the dialogue must be continued, and what is said then depends on the situation. When interacting with hotel guests that continued interaction usually involves determining what the guest wants or needs. A couple of standards that can be used in the hotel industry are:

  • How can I help you today ma’am (sir)?

  • Can I be of assistance?

  • How may I assist you?

  • May I assist you with anything?

  • What can I do for you today?

  1. Role play the conversation.

Staff: Good morning Ma’am. Welcome to the (...Spa)

Guest: Thank you.

Staff: How can I help you today?

Guest: I’m here for a (....massage).

  1. Work in pairs. Practice using the above expressions by having similar dialogues with a partner, one partner taking the role of the guest and the other the role of the staff.

Introductions

  1. Read the information and discuss it.

In normal social situations, to continue an interaction after a greeting, it is customary for people to introduce each other by giving their names (assuming of course they are meeting for the first time). But remember, that not all hotel employees would normally exchange names with a guest. For example, a bell man would not usually tell a guest his name, but a waitress in a restaurant may, as part of the standard restaurant greeting (such as "Welcome to the Beef House. My name is Rebecca and I'll be your waitress tonight"). Guest service representatives who
interact with VIP guests may be more inclined to make a formal introduction as part of the extended service provided VIP’s.

  1. Practice the phrases.

  • Hello I’m …(Emily Pearson)

  • What’s your name? My name is…(Bob Friendly)

  • It’s a pleasure to meet you. Nice to meet you, too.

  • Allow me to introduce myself. I would like to introduce myself.

  • This is … (Mrs. Harris)

  • I would like to introduce… (my boss, Mr. Larson).

  • Please allow me to introduce ... (my friend John).

  1. Role play the conversation.

Introducing yourself

Staff: Hello, I’m Ms. Jandee.

Guest: Hello, Ms. Jandee, I’m Susan Appleton.

Guest: My name is John Grey.

Staff: Nice to meet you Mr. Grey, I’m Mrs. Sukjoy.

Guest: I’m George Franks. What's your name?

Staff: My name is Sopida, Sopida Hakam. It’s a pleasure to meet you Mr. Franks.

Guest: Allow me to introduce myself. My name is Frank Jeffers.

Helen: I delighted to meet you Mr. Jeffers. My name is Pornpan Orasa.
Introducing others

On occasion, you may find yourself in a situation where you have to introduce one person to another. Look at these possible expressions that are used for this.

Peter: Sam Kellogg, I would like to introduce Miss Helen Cranston.

Sam: Hello Miss Cranston, nice to meet you.

Helen: Nice to meet you too Mr. Kellogg.

Bob: Min Ju, this is my friend Betty Watson.

Min Ju: Hi Ms. Watson, a pleasure to meet you.

Betty: Same here.

Alice: Harry, let me introduce my supervisor, Mr. Lee

Harry: Mr. Lee, it’s good to meet you.

Mr. Lee: Good to meet you too. But please, call me Sammy.

  1. Practice using the above expressions by having similar dialogues with a partner, one partner taking the role of the guest and the other the role of the staff.

IF GOOD

  • How are you? Great.

  • How’s it going? Couldn’t be better.

  • How has your day been? Fantastic.

IF SO-SO

  • How have you been? Could be worse.

  • How’s the family? Fair to middling.

  • Did you have a good day? I can’t complain.

IF BAD

  • How do you feel? Not too good.

  • How was your day? I’ve had better days.

  • Have you had a good day? No, it was lousy.

  1. Role play the following dialogue.

Staff: Good afternoon, welcome to The Plaza.

Guest: Hi.

Staff: How can I help you today?

Guest: I need to check in.

Staff: Of course sir, My name is Sopida Hakam and I’ll be your guest

representative during your stay. Could I have your name please?

Guest: Freddy Benson.

Staff: Yes Mr. Benson, here you are. And how are you today?

Guest: Tired actually, it was a very long flight.

Staff: Well, I’ll get you checked in as soon as possible so you can relax.

Farewells

  1. Read the information and discuss it.

After greetings, introductions, and polite conversation people will go their separate ways. There are numerous expressions that can be used when giving farewells. Some are more formal than others. Obviously the more formal expressions are more appropriate when interacting with guests

More Formal expressions

  • Goodbye. Thank you for coming. Have a pleasant day.

  • Goodbye, please come again.

  • Goodbye, I hope to see you again.

Less Formal Goodbyes

  • See you later (soon)

  • So long

  • Good bye (bye) Please come again

  • I have to run.

  • I have to be going now.

  • Catch you later See you again

  1. What is chit chatting? Read and find out.

Chit Chatting

Ok, you have greeted the guests, completed the necessary business (such as checked the guests in, asked them to have a seat while their table in being
prepared in a restaurant, or given them their order at the bar). Now what? People, being the social animals they are, many times feel uncomfortable just standing around and not interacting in any way. Let's face it; almost nobody likes to be ignored. But how do you continue social interactions during these
awkward moments? Chit chatting is the solution.

Chit chatting is a natural and very common form of communication between strangers. With someone you know, continuing a conversation is easy. You would naturally talk about things you both have in common, such as the job, other friends, sports, etc. With strangers, such as guests, chit chatting becomes a little more difficult. It is harder to find common areas of interest. Also some topics should not be asked about because they would be too personal. Such topics include: Are you married? How much money do you make? What is your religion or political affiliation? These types of topics are too personal and should be avoided, unless of course the stranger brings them up first. Even then, be leery. So what can you talk about? Below are a few safe suggestions.

  • Is this your first trip to (....Thailand)?

  • Are you enjoying your stay so far?

  • How do you like the weather (...on the island)?

  • What country are you from?

  • What’s the weather like in your country?

  • What have you done so far since being here?

  • Are you getting a lot of good photographs?

  • Have you been to any interesting places since you arrived?

  • Have you had any local dishes that you particularly like?

  • Have you purchased many souvenirs yet?

  • Have you been to many (...beaches on the island)?

  • Which was your favorite?

  • How was the flight here? (for a guest first arriving, but don't ask this if they have been in the hotel for a few days)

To continue a conversation in a natural manner it is important to listen to the other person very carefully. Many times, what they say will give you ideas about what you should say or ask next.

  1. Role play the following dialogue.

Staff: How do you like the weather on the island?

Guest: It’s very hot, much hotter than I expected.

Staff: So, what's the weather like now in your country?

Guest: It’s cold and snowy.

Staff: (seeing a guest with numerous shopping bags): Did you have a good time
shopping?
Guest: Yes, I spent all morning in Patong.

Staff: Were you buying souvenirs for the folks back home?

Guest: That, and a few personal items.
Dealing with Guests Requests

  1. Read the information and discuss it.

In order to get the most satisfaction (and their money's worth from their stay) guests make requests. Most of these requests will be reasonable, such as asking for more napkins in a restaurant or having a burnt out light bulb replaced in their room. Some requests may be outrageous and outside the normal service parameters of the hotel. In either case, the requests must to politely listened to and professionally attended to.

Possible guest's request

Could I have another order of garlic toast?

I would like extra soap and shampoo left in the room.

Would it be possible to get a two minute boiled egg?

Could you arrange a tee time of 7:00 AM for four at the Country Club?

The guests in the next room are very noisy. Could we change rooms?

Is it possible to get free samples of all the facial products the spa sells?

Responses to requests

  • Yes sir, I’ll take care of that right away.

  • I’ll attend to that immediately.

  • I'm not sure; let me talk to my supervisor. I'll be back in a moment

  • Of course ma’am, I’ll get right on that.

  • Certainly sir, I’ll be right back with that item.

  • I’ll see if I can find some.

  • I’ll get some right away.




  1. Role play the following dialogues.

Bell Desk

Guest: Please be very careful with that bag, there are fragile items inside.

Staff: Not to worry sir, I’ll be extremely careful.

Engineering/maintenance staff

Guest: Is it possible to fix the drip in the sink. It keeps me awake at night.

Staff: I’ll take a look at it right away sir. It probable just needs a new washer.

Food and Beverage staff

Guest: Instead of herbal tea, do you happen to have Earl Grey?

Staff: I’m sorry ma’am, but the herbal tea is all we have at the moment.

Front Desk Staff

Guest: Could you fill out the form for me. I hurt my writing hand?

Staff: Of course sir. First, how do you spell your family name?

Health and Leisure Staff

Guest: Could I get more weights added to this machine. This is no challenge at all.

Staff: I’ll get more weight right away. How much more would you like?

Housekeeping Staff

Guest: Is it possible to get another pillow. This one smells funny.

Staff: Of course ma’am, I’m very sorry. I’ll bring you a new one as soon as I finish up with the room, if that’s OK.

Guest: Thank will be fine, thank you.

Kitchen Staff

Guest: Could I get fresh pineapples finely diced mixed in with the pancake batter?

Staff: Of course sir, as you like.

Spa Staff

Guest: Could I get a free sample of these products?

Staff: Which products would you like samples of?

Guest: How about all of them?

Staff: We don’t have samples for all of the products, but you can have the sampleswe have.


  1. Practice using the above expressions by role playing the following
    situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff.


Bell Desk Staff

    • Guest requests help to get luggage from trunk of car

    • Guest requests to leave luggage at bell desk while he has a drink

    • Guest requests a luggage cart

    • Guest requests luggage be put on bed in the room

    • Guest requests that luggage be delivered to his room while he eats lunch

    • Guest requests that staff be careful with a large fragile package

Engineering/ Maintenance Staff

    • Guest requests a light bulb be replaced

    • Guest requests that the TV set be repaired

    • Guest requests that maintenance staff return for repairs in 30 minutes

    • Guest requests a broken chair be replaced or repaired

    • Guest requests that a stuck patio door be unstuck

    • Guest requests that air conditioning filters be changed

Food and Beverage Staff

    • Guest requests an unknown cocktail- the guest will tell the bartender how to make it.

    • Guest requests no ice in their ice tea

    • Guest requests a high chair her child

    • Guest requests a birthday cake with nine candles

    • Guest requests garlic bread toasted very brown

    • Guest requests an ashtray in a non-smoking restaurant

Front Desk Staff

    • Guest requests help in changing an airline reservation

    • Guest requests that a rental car to be arranged

    • Guest requests a bottle of Chateau la Mothe 1997 be placed in the
      mini bar daily

    • Guest requests help filling out the registration form

    • Guest requests that the chef prepare a meal using the guest’s recipe

    • Guest requests that a daily newspaper be delivered to his room by
      5:00 Am daily

Health and Leisure

  • Guest requests doubles partners for tennis

    • Guest requests a spotter for weight lifting

    • Guest requests to have a birthday party for their child at the children’s program

    • Guest requests a new activity for the children’s program, -macramé

    • Guest requests two weeks of golf lessons with a pro instructor

    • Guests requests extra towels in the shower room
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