Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Save to My Library
Look up keyword
Like this
1Activity
0 of .
Results for:
No results containing your search query
P. 1
hotel_success_richey_lp

hotel_success_richey_lp

Ratings: (0)|Views: 33 |Likes:
Published by api-3786405

More info:

Published by: api-3786405 on Oct 16, 2008
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

05/09/2014

pdf

text

original

\u00a9Macmillan Publishers Ltd 2005
Taken from the
tion inwww.onestopenglish.co m
Business and ESPsec
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

\u2022...........\u00b9 for top quality guest service.
\u2022............ \u00b2 entirely on guests\u2019 wants and needs.
\u2022............ \u00b3 a good balance between rates and quality.
\u2022...........4 attention to the competition.
\u2022...........5 problems and complaints in favour of the guest.
\u2022...........6 unique products and services.
\u2022...........7 guest history.
\u2022...........8 repeat business.
\u2022...........9 elements that bring in new guests.
\u2022...........10a 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
..............................

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->