Guests‘ Needs

MEETING GUESTS' NEEDS

In large commercial hotels which handle a large amount of traffic, meeting guests' needs may be a very demanding task. Ali front desk clerks work very hard in peak periods. After all they are the only persons guests meet on entering or leaving the hotel. Work goes on without any break. Just try to imagine what happens in one such moment. A clerk is handling bookings, another one has to answer a guest who has asked to leave early or to stay longer, the telephone

goes on ringing and someone must stand up and answer, the cashier is very busy with a row of guests who want to check out urgently, the front office manager is handling a newly arrived coach party, etc.

This sort of situation is luckily an exceptional one and front desk staff are required to show the self control the occasion demands. One should not forget that it is at the front desk that guests form their first impression of the hotel and its staff.

The Concierge is the hotel clerk whose duty is to answer guests' questions. He greatly contributes to enlighten the receptionists' burden of work. He is expected to provide information on a wide range of topics: hotel facilities and services, local events, entertainment, sightseeing tours, car rentals, theatre tickets, air rail and ship schedules, flight reservations, taxis. He also provides secretarial services, delivers mail and messages for guests, arranges for such outside errands as picking or delivering packages, posting letters, providing stamps, etc.

He is generally a multilingual person able to communicate effectively, gifted with interpersonal skills and with a proven ability in solving guests' current problems.

/ Inter·Continental Hotels and Resorts
Concierge Confidential
They are the keepers of the keys, the ultimate insiders, mastering myriad possibilities for the guests in their charge.
They are Inter-Continental Hotels and Resorts' corps of concierges, savvy citizens of the world who can turn an ordinary trip into an extraordinary travel experience.
Head for the concierge desk at any Inter-Continental hotel and find a friend. The concierge can provide a personal and privileged look into the best the city offers, in world capitals from Berlin to Bali. The best restaurants? The concierge has dined in them all. The newest play, the hottest night spot, top shops - the well connected concierge will know where they are and who to call to ensure a warm welcome. Ready to venture off the beaten path? The concierge can arrange a visit to a private art collection, a papal audience, a helicopter ride to a mountain top retreat or a concert in the town where Chopin was born. The concierge will find a hair stylist, personal shopper, baby sitter, doctor, dentist or tour guide - and that's the easy part. Do you need a seat at Wimbledon, tee-off time at a top golf course, a last minute visa, a bouquet of white orchids or just a picnic hamper to take to the park? An Inter-Continental concierge can produce it all with a single phone call.
Today, most concierges combine high touch with high tech, using their computers to keep extensive guest files and book airline seats, car rentals and train tickets. But no technology can replace the concierge's knowledge and network.
Since 1946, Inter-Continental's concierges have uncovered priceless travel tips and gems. Our expert concierges provide an insider's guide to the best Inter-Continental's world can offer. Follow our keepers of the keys and make their expertise and experience your own.
Source: Inter Continental

Providing information on views and tours

Tours and Cruises

Boston Garden Tours
150 Causeway St 227-3200.
Tours of the legendary arena include the playing court, team locker rooms, a history center and the pro shop. Tours daily 10am to 5pm, except during games and practices.
Cambridge Discovery
Harward Square 497-1630. Offers area maps, sightseeing brochures and visitor information for walking tours.
Old Town Trolley Tour
A ninety-minute narrated tour covering over 100 points of interest. Visitors tour at their own pace. They may get off at any 15convenient stop and then reboard for free to continue the tour.
Bay State Cruise Company
67 Long Wharf 723-7800
Offers a variety of excursions, including a full-day cruise to Provincetown, Cape Cod.
Boston Harbor Cruises
1 Long Wharf 227-4320
Sightseeing cruises explore Boston’s inner and outer harbors and outlying islands, with narration by the Captain. Whale-watching expedition in season. /
The Quincy Market, Boston
This marketplace has become an intriguing world of food, fashion and fun. Shops and stores display locally produced artifacts and imported handcrafted merchandise

A Swan Boat gliding on the river Charles in the public gardens

Boston Old Trolley

Refer to Tours and Cruises and complete these sentences:

  1. Self-guided tours are organised by …………………………………….
  2. Tours inside Boston Garden start at …………… and end at …………..
  3. Walking tour are effected along ………………………………………..
  4. Sightseeing brochures can be bought at ………………………………..
  5. Trolley tours around Boston cover ……………………………………..
  6. Bay State Cruise Company effect ………………………………………
  7. Whale watching exspeditions are organised by …………………………
  8. Cruises outside Boston harbour are effected by ………………………...

Supply the reading passage with the missing words listed in the box:

with, out, aboard, experience, serves, from, cruises, journey, lunch

Come ………………Boston's only riverboats, "Charles I & II", and take a scenic ………….. up to the Charles River. Choose ...... a variety of cruises that are offered on the Charles River or in Boston Harbor. By day, take a relaxing ...... cruise or sightseeing voyage while the Captain points ………… historic and interesting sites. By night, enjoy a dinner cruise under the stars as our staff ……….... culinary delights.

……….... depart from Cambridgeside Galleria Mall and the Museum of Science. Whether its sightseeing ...... a friend, or private charter for your next event, come………………. the Charles River.

Providing travel information

National Express Rapide bas set new standards for coach travel in Britain with itsreclining seats, attentive hostess service, light refreshments, a toilet / washroom and (excepting overnight journeys) a video filmto watch as you glide along the motorway. All seats have to be booked in advance and many travel agencies are equipped with Prestel terminals that allow them toeffect a booking on our reservations computer without any delay

Fares Codes

Singie (5) Any one way journey.

Day Return (DR) - Valid when outward and return journey departure times are on the same calendar day.

Period Return (PR) - Valid for outward journeys on any days except Fridays throughout the year, and except Saturdays during July and August. Return on any day within three calendar months.

Peak Period Return (PPR) - Valid when outward journey is on a Friday throughout the year, or on Saturdays during juiy and August. Return on any day within three calendar months.

Special Fares

One child under 5 travels free of charge. Other children under 17 are charged 33% less than the standard adult fare.

Senior Citizens. Any man or woman over 60 years of age is entitled to a 33% discount on standard adult fares.

Approx.
Direct
Miles / Approx.
Journey
Time / No. of
Journeys
per day / Adult
One way
fare / Maximum
Adult Return
Fare
London to
Bath / 115 / 3hr / 7 / £7.00 / £10.50
Brighton / 55 / 2hr / 10 / £6.00 / £9.00
Cambridge / 60 / 2hr / 13 / £6.00 / £8.50
FROM LONDON /
TO LONDON
Service / Departure / Days / Arrival / Service / Departure / Days / Arrival
BATH SPA
Fares:£7.00 S DR £9.00 PR £10.50 PPR
603 / 0800 / Daily / 1100 / 603 / 0615 / Daily / 0915
603 / 1000 / Daily / 1300 / 603 / 0815 / Daily / 1045
603 / 1200 / Daily / 1500 / 603 / 1015 / Daily / 1250
603 / 1400 / Daily / 1700 / 603 / 1215 / Daily / 1515
603 / 1600 / Daily / 1830 / 603 / 1415 / Daily / 1715
603 / 1800 / Daily / 2025 / 603 / 1615 / Daily / 1915
603 / 2000 / Daily / 2300 / 603 / 1815 / Daily / 2115

1. Cheek the travel information and complete these sentences

  1. A single ticket for Bath costs ......
  2. A day return ticket for Bath costs ......
  3. Bath is ...... far from London
  4. It takes ...... from London to Bath
  5. The journey from London to Cambridge lasts ......
  6. There are seven daily ...... from London to Bath
  7. If you catch the 12.00 coach you’ll get to Bath at ......
  8. PR stands for ......
  9. PPR stands for ......
  10. Senior Citizens are entitled to ......

2. Supply the following dialogue with the missing exchanges:

Guest: I'm planning to take a day return trip to Bath. As I am over sixty do I enjoy a special fare?

Concierge ______

Guest: Which company operate the service?

Concierge ______

Guest: Are coachescomfortable?

Concierge ______

Guest: Dothey serve anything to drink?

Concierge ______

Guest: What time does the first coach leave from London?

Concierge ______

Guest: Is there one leaving early in the afternoon?

Concierge ______

Guest: How often are journeys effected?

Concierge: ______

Guest: How long does it take to get to Bath?

Concierge: ______

Guest: How many miles does it cover?

Providing information on a theatre performance

Conversation at the Concierge’s desk

Concierge:Can I help you, sir?

Guest:Yes, thanks. Have you got a copy of London theatre Guide?

Concierge:Yes, certainly. Here it is. May I suggest...

Guest:How about the Royal Opera House?

Concierge:That’s just what I was going to suggest. You have the chance to see Beethoven’s Fidelio while in London, haven’t you?

Guest:Will you be able to get me a stall ticket for today’s performance?

Concierge:Of course, no problem.

Guest:What time does it start?

Concierge:At 7.30 pm

Guest:How do I get to the Royal Opera House?

Concierge:By underground. Take the Metropolitan line and get down at Covent Garden station. The Royal Opera House is just a short walk.

Guest:Thank you. Good-bye

Concierge:You’re welcome. See you later.

1. Write a short report of the contents of the conversation above

Ways of expressing needs

Dialogue 1

ReceptionistI'm sorry, sir. Is there anything I can do for you?

GuestI have a lot of luggage. Could you arrange to have it taken up to my room?

ReceptionistDon't worry about that. The porter will take your bags up and show you to your room.

GuestThank you very much.

Dialogue 2

ReceptionistGood evening, Miss Renton. What can I do for you?

GuestI'd like an early call tomorrow morning.

ReceptionistWhat time would you like us to call you?

GuestAt six thirty, please

ReceptionistAll right, Miss Renton. You'll be called at six thirty.

GuestThank you.

Dialogue 3

GuestEh.. sorry. Would you mind calling a taxi?

ReceptionistCertainly, sir. I'll see to it right now. Where to?

GuestTo Heathrow airport

ReceptionistThe taxi is arriving in two minutes

GuestThank you

ReceptionistThat's all right.

Dialogue 4

ReceptionistCan I help you, sir?

GuestYes, thank you. I'd like to buy a newspaper. Do I have to go outside the hotel?

ReceptionistYou don't need to. There is a newsstand in the lobby just close to the coffee shop over there.

GuestThank you very much

ReceptionistYou're welcome.

Dialogue 5

ClerkRoom service. Good morning.

GuestCould I have an additional chair in my room, please?

ClerkCertainly, sir. What's your room number?

Guest95

ClerkI'll see to it straight away.

GuestThank you.

Dialogue 6

GuestCould you post this letter for me, please?

ConciergeCertainly, sir. I’ll see to the postage myself

GuestThank you. How much shall I owe you?

ConciergeJust 25 pence

1. Write a line or two on the situation corresponding to each of the above dialogues

dialogue 1 / A guest asks for assistance with his luggage.______
______
dialogue 2 / ______
______
dialogue 3 / ______
______
dialogue 4 / ______
______
dialogue 5 / ______
______
dialogue 6 / ______
______

Questions you may want to ask at the beginning of your stay:

My key, please. / La mia chiave, prego
When do you serve breakfast? / Quando servite la prima colazione
What time do you serve breakfast? / A che ora servita la prima colazione?
What time do you finish serving breakfast?
What time is dinner? / A che ora finite di servire la prima colazione?
A che ora è la cena?
Do you have a public telephone? / Avete un telefono pubblico?
Where can I change money? / Dove posso cambiare denaro?
Could I change some travellers' cheques, please? / Potrei cambiare dei travellers' cheques?
Can you arrange theatre tickets? / Potete procurare biglietti del teatro?
How much is a stamp to Italy, please? / Quant'è un francobollo per l'Italia?
Can I walk to the British Museum or should I take a bus? / Posso andare a piedi al Museo Britannico o devo prendere un autobus?
How long will it take to walk there? / Quanto ci vorrà per andarci a piedi?
How long does it take to reach the bus station? / Quanto tempo ci vuole per arrivare alla stazione degli autobus?
Where can I buy a phone card? / Dove posso comprare una tessera telefonica?

Making complaints

Pattern 1 / Pattern 2
A: I have a complaint to make
B: Yes, sir / madam
A: My (room) is (dirty). I'd like it cleaned
B: Very good, sir / madam. I'll attend to it. / A: I want to/ I'm sorry to/ I must complain about my (room)
B: What's the trouble?
A: It's (dirty)
Phrases for complaining
I'm afraid I have got a complaint to make
I am not at all satisfied with...
I must say I disapprove of...
I don't feel I can give my approval to.. / Straight complaints
The window pane is broken
the bathroom towel is missing
the hairdryer doesn't work
the room floor is dirty
the tap is leaking
Phrases for saying you intend to meet the request
I shall attend to your request
I shall care for it immediately
I'm going to take care of it straightaway
I'll see to it with the utmost care
I'll look after that as soon as possible / Useful words and phrases
blocked/cloggedotturato
brokenrotto
covered with dustimpolverato
dirtysporco
noisyrumoroso
out of orderrotto, non funzionante
rustyarruginito
stiffrigido
tornstrappato
wetbagnato

Activity

Here is a list of guests. They each have different needs. Decide which facilities provided by CITY HOTEL best suit their individual requirements.

Guest / Needs / Suitable facilities
Mr Morris / He is a middle-aged businessman. He is on business. He stays some days at the hotel and has to meet merchants and manufacturers.
Mr White / He is a young man aged 25. He travels for pleasure and wants to enjoy himself a lot. He also likes sport and music.
Mrs Parker / She is a teacher trainer. She is holding a training course for teachers. She likes to have a drink with some teachers.
Miss Page / She is a young famous pianist. She likes to entertain a small number of close friends. She also likes privacy.