241-19 Профспрям - (Lessons 1-5) - Тест 2

Hotels need to focus on employee satisfaction and happiness because professional and happy staff are proud staff and they are able to deliver excellent customer service and drive hotel business success.

Hotel staff should take care of guests and provide them with satisfying experience.

If the hotel staff has talent and motivation, the level of participation of the guests will increase and their mood will change according to the mood of those who serves them.

The key to getting customers who want to undertake repeat business with you is building a strong employee focus first

I think that the key to getting customers who want to do business with you again and again is to create a strong human resources focus.

If hotel staff want to have a high level of repeat business they should be attractive and enterprising, use the well of bad ideas and build a strong employee focus first.

a plumber, an electrician

a carpenter, an upholster

a gardener, a chambermaid

a dishwasher, an entertainer

Yes, it does.

No, it isn't.

Yes, it is.

No, it doesn't.

French

English

Ukrainian

American

They were spaced along the roads at the distance a horse could travel in a day.

They provided food and shelter for both men and horses and therefore became a symbol for hospitality.

The traveler usually had to share his bed with another person, and as many as four other people in some remote areas.

They were used only by poor people and wealthy people were not served in those places.

When it puts customers first.

When management tries to meet and exceed customer needs and expectations.

When business have merely expectations in everything it does.

When business tries to improve customer service.

There are many differences in type and level of customer care provided.

Basic client services should be as good, but the level of service differs.

Basic client services should be of the same quality, regardless of the level of service.

There is no difference between the types and levels of customer care.

Basic client service should depend on the hotel category.

They may be from different cultures and speak different languages.

Their training encourages close colleges. And their point of view is very important for us.

Whoever your customer is or wherever they come from, you give good service. A satisfied customer will recommend the hotel to new clients. 

Your aim is to exceed customer expectations at all times. A satisfied customer will come back.

carpenters, upholsters, plumbers and electricians

waiters, kitchen staff, food and beverage managers

managers, accounting staff, housekeeping employees, chefs

teachers, students and chambermaids

a home and place to live for staff

a complex operation

a temporary home for people who are travelling

a place for people to sleep, to have a rest and have a meal

mono / television

month / telephone

motor / hotel

motor / television

No problem. I’ll ask housekeeping to put some in your room.

Can you help with a couple other things ?

And we need a babysitter this evening.

What time would you like ?

inexpensive

rich

wealthy

expensive

We are flying home tomorrow so we need to get up real early.

What time would you like to be called ?

We need a babysitter this evening.

Yes. Tom speaking.

Yes, it is.

No, it isn’t.

Yes, it does.

No, it doesn't.

a motel

an airport hotel

a country house hotel

a resort hotel

a resort hotel

a motel

a congress hotel

a country house hotel

flat

a TV set

hotel room

house

They can think for more than three hours

Guests can be busy with their relatives, friends and teachers at home

Guests can arrive at a wrong hotel

They can get to the jetty on foot.

to take care of the luggage

to deal with the baggage

to check the luggage

to offer complimentary tea

a swimming pool

skiing and skating

a horse riding and entertainment at school

a skilled secretary to take dictation for travelling business people

Present Simple

Present Perfect

Present Continuous

Past Simple

He / she should correct his mistake.

He / she should not pay attention.

He / she should remind about an early wake-up call.

He / she should write a letter of confirmation.

We hope to see you again.

How would you like to pay ?

Yes, your bill’s ready for you, Mrs De Canio. How would you like to pay ?

Keep the change.

It is a trip away from a person’s usual place of residence for a period less than 24 hours

It is a place or area to which tourists travel

It’s travel away from a person’s usual place of residence for a period longer than 24 hours.

It is a place where people gather for recreational purposes.