COMPREHENSION QUESTIONS

1. Where does the receptionist work?

2. What is the receptionist in charge of?

3. What must the receptionist ensure?

4. How must the receptionist help the guests?

5. What does the receptionist ask the guests to do?

6. What must the receptionist do with a signed registration card?

7. How can the receptionist help the visitors who have come to see
the hotel guests?

8. What is the receptionist in charge of in smaller hotels?

THE CONCIERGE

The concierge works at a hotel’s information desk.

The concierge must speak a few languages because she has to help guests from other countries. Usually the concierge speaks major world languages: English, French, German and Spanish. Sometimes she speaks other languages, too. It depends on the language of the customers whom the hotel receives.

The concierge must help guests in all ways. She can give orientations in the city, arrange taxis and sightseeing tours. She can offer entertainment. She can make theatre bookings. She can recommend shops, restaurants or nightclubs.

Actually the concierge in a hotel can act as a travel agent: book flights, tours, visits. She may find a guide or a guide-interpreter for the guest.

The concierge can find a babysitter.

The concierge must help guests mail letters and packages. She may even provide paper and a pen for writing letters.

In some hotels the concierge is in charge of messages.

In some hotels the concierge may be in charge of the room keys.

COMPREHENSION QUESTIONS

1. Where does the concierge work?

2. Why must the concierge speak a few foreign languages?

3. What kind of languages does the concierge usually speak? What
does it depend on?

4. How must the concierge help guests?

5. What can the concierge recommend?

6. How can the concierge act as a travel agent?

7. How can the concierge help parents with children?

8. How can the concierge help guests with their correspondence?

9. What is the concierge in charge of in some hotels?

THE HOTEL MANAGER

The hotel manager is the head of a hotel. He may have the name of the general manager or the managing director.

The hotel manager may hold a management position in an individual hotel. Or he may work in a hotel chain.

In a small hotel the manager may be the owner of the hotel. But in a large hotel he is just a professional hotelier.

For the hotel guests the hotel manager is the host who must offer hospitality to his guests.

For the hotel staff the hotel manager is the person who must establish the policy of the hotel and its operations. The hotel manager has to plan and control the hotel business. He has to check up how different hotel departments carry out their functions. Often he has to deal with the hotel guests in person. He has to handle their problems and complaints.

There may be different management positions in a hotel: the assistant manager, the resident manager, the night manager.

The assistant manager helps the manager and manages the hotel when the manager is not present.

The resident manager is the manager who permanently lives in the hotel.

The night manager is on duty during the night.

Date: 2015-12-24; view: 982