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hotel_success_richey_lp

hotel_success_richey_lp

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05/09/2014

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© Macmillan Publishers Ltd 2005

Taken fromthe tion in www.onestopenglish.com Business and ESP sec

Teaching Business English and ESP: Hotel and Tourism English

HOTEL AND TOURISM SUCCESS

Use this practice to review basic descriptions of winning and keeping customers or guests.

1 Complete the strategy list by adding the right word from the box.

keep offer identify handle aim

know focus reflect create pay

Guest-first Strategy

• ........... ¹ for top quality guest service.
• ............ ² entirely on guests’ wants and needs.
• ............ ³ a good balance between rates and quality.
• ...........
4
attention to the competition.
• ...........
5
problems and complaints in favour of the guest.
• ...........
6
unique products and services.
• ...........
7
guest history.
• ...........
8
repeat business.
• ...........
9
elements that bring in new guests.
• ...........
10
a polite and professional attitude at all times.

2 Find words or phrases in exercise 1 that mean the same as:

a prices ...............................
b concentrate (2 possibilities) ...............................
c others offering the same business ...............................
d very special ...............................
e customers coming back ...............................
f plan on, intend ...............................
g in support of ...............................
h recognise and understand ...............................
i basic points ...............................
j a record or document with customer information ...............................
k show ..............................
l make ...............................
m take care of/deal with ..............................




© Macmillan Publishers Ltd 2005
Taken fromthe tion in www.onestopenglish.com Business and ESP sec


3 Finish these sentences using words or phrases from exercise 1 and 2.

A Guests compare ..................... to get the best value for their money.
B To sharpen our strategy, we must study the ................................................ .
C If customers are dissatisfied, they expect us to ............................ the problem.
D Returning guests or .......................... means people are happy with our
products or services.
E Our friendly manner ................. we care about our guests.
F We ........................... superior service for every customer.

4 Can you add any other points for your own Guest-first Strategy?

* ...........................................................................................................
..........................................................................................................
..........................................................................................................
..........................................................................................................

5 Match the following concepts to the phrases to use with a guest or customer.

Concept Guest-friendly phrases

a giving the customer a good price 1 Our travel agency offers unique
holiday packages.

b providing one-of-a-kind products 2 We offer attractive rates for our
catering services.

c dealing with difficulties to make the 3 Your satisfaction is key to our
guest happy repeat business.

d concentrating on customer requests 4 We make sure problems are solved
to please our customers, not
ourselves.
e wanting guests to return
5 Our agents pay attention to every
customer want and need.



6 Write 2-3 examples of concepts and phrases to use with your own guests or customers.

...........................................................................................................................................
...........................................................................................................................................
...........................................................................................................................................

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