z Customer: I called earlier about conference Reception: Oh, yes . That’ right ‘Customer: Could I see the rooms, please? Recept certainly. Is this way. Along this corridor opposite the entrance _ Follow the sign for the business centre Then .. This isthe main conference room oon the left. Customer: Min! Its nice big room. Reception: Yes, iis. And we can arrange the tables and chairs as you'd lke them, Customer: That's ne Reception: If we go through the conference room to the other side, we-can have a look atthe two small breakout rooms. Customer: Mm. These look fine Reception: On a warm day, it’s nice to go ‘ont onto the terrace. You can go up the steps to the rose garden, From there you can go straight on, then round the hotel to the ear park, Castomer: Yeah ~ ifé be good to go outside at lunch time. OK .. And what about toilets? Reception: As you come out of the conference room, they’ on the left ‘Customer: Ihat’s tine, Now, I'd like to discuss meals, etcetera. Reception: Of course sr: If we go back © reception, Lean show you menus and 13.2 Giving directions to places outside the hotel a When you leave the hot, turn lf nd go down Main Stret past the church, Continue across Market Square until you come to the post office. Go along High Street to the Fight othe post office, Youll go past eons ‘ery nice art shops and tearoom. Before the road tums lt, you'l seston your right. There are some good views of the ‘iver fom the top Moot 2 Turn left outside the hotel and drive down ‘Main Street. Turn right into Bridge Street aand drive across the river. Take the second road on your left, Youll see the new school (on your right, Continue until you come 10 the car park, Leave your car there and walk afew metres 10 the beach. You'l see i at the end of the beach, 3 Walk down Main Street and across Market Square. Then go along King Street. You'll go past the town hall on your right and then the library on your eft. Walk round the library and onto a narrow footpath. Follow the path along the coast until you see it.I shouldnt take you longer than 20 minutes. From there, you can walk back to town along « wide teack to Mill Road. You can see the now wind turbine on your right. Tr left and you're back in Market Square. 4 Walk down Main Steect past the church, Turn right into Bridge Street and walk across the river on the old bridge. ‘There are Some old cottages on the feft. Continue along the road uatil you see ton your right. ‘Take the footpath from the road. Its nice to go there in the evening. You can see the ‘whole town and the lights from the harbour, UNIT 14 14,1 We're here to help you 1 ‘Woman: Hello, reception? We need some ‘more toiletries in the bathroom ~ were but of shampoo. Reception: No problem. ' ask housekeeping to put some in your room. ‘Woman: Can you help with a couple other things? Reception: Yes, ofcourse . Woman: We ily home tomorrow so we need to get up real eariy Reception: I'l book a wake-up call for you how. What time would you like to be called? Woman: Airport check-in isat 6.30 am. so { guess we need a cal at five, Reception: $a.m. Room 352, Right, that’s logged for you. Woman: Great. Thanks. Er... And we need «babysitter this evening ~ someone to sit with the children a couple hours while we go to the conference reception. Reception: OK. I'l see if weve someone available, What time would you like. 2 Man: Hello, the Queens Hotel? Reception: Yes. Tom speaking. ‘Man: We have a reservation tonight, We've just coming up the motorway from London and we need directions to the hotel. Reception: Right. You need 10 come off the motorway a exit 33. At the roundabout, at the end of the slip road, tura let onto the [NbS. The hotel is just 2 kilometres along, that road .. om the right, Man: Greet, Thanks. Do we need to get a parking permit from reception? Reception: No, but you'll need a card to get ‘out of the car park in the morning, You'll get that when you check in. Is there anything else I can help you with? . 3 [Guests Hi this is Mrs Wong in room 342. My daughter’ party dress needs pressing urgently. Reception: No problem, Mrs Wong, Tl send someone up to your room, The dress willbe back with you by Four this atternoon. (Guest: And the bathroom towels need hanging. The chikdren dropped them in the bath by accident Reception: that's OK. I'l ask housekeeping to bring you some fresh towels. 14.2 Customer care and customer service ‘Woman: .. This afternoon were going to look at customer care in the hospitality industry. Please fe! free to comment or askea question at any time, OK? Right. The hospitality industry i all about the customer. A business can only succeed if management put the customer frst Students: Mmam/Yeah, ‘Woman: Soa business must iry to meet and ‘even exceed customer needs and ‘expectations in everything they do. A successful business is always working to improve customer service’ Student 1: But there must be lots of different levels of service . ‘Woman: Yes. There are many differences in type and level of customer care provided A 5-star hotel has a porter service, but 2 3-star doesnt. Customers ata S-star expect this, They’e paying more for this kind of service Student 2: Does that mean that the care in a 3-star ist as good? Woman: No, not at al. The basic customer care should be as good, but the level of service is different. Customers at star hhotels are mainly basiness travellers during the week, who dont have much luggage. Leisure travellers at the weekend are on a budget and would rather pay less for their room and only have basic Student 2: Ab Woman: Also the needs of different customers are very important, Er = You nay be dealing with individual guests, groups, business travellers er families, fr VIPs, Guests may have specific needs because of disability or diet. Listening scripts | 75