Read the training manual for new employees, and then choose the correct answers.

Part 1.

Meet our Staff

Reading

Read the hotel newsletter, and then mark the following statements as true (T) or false (F).

1 Tom Yarborough rents rooms to guests.

2 The night auditor's job is to tell guests about the city.

3 The maintenance workers fix problems with the hotel rooms.

Employee of the Month

Tom Yarborough - Front Desk Clerk

What do you do on a regular day at work? I work with the doorman, valet and elevator operator to make guests feel welcome. Then I check in the guest. Finally, I ask the bellhop to take the guest's bags to the guest’s room.

Do you think that teamwork is important? Yes. Teamwork is a big part of my job. I talk to the night auditor every morning. She shares important guest information with me. Sometimes guests have questions about the city. So I tell them to speak to the concierge. Other times, there are problems with the rooms. The housekeepers and maintenance workers fix those problems.

Vocabulary

Match the jobs (1-8) with the duties (A-H).

Aa person who parks cars for guests B a person who rents rooms to guests.

C a person who handles guests and financial matters at night.

D a person who waits at the hotel entrance and greets new guests.

E a person who fixes broken items in the hotel F a person who cleans the hotel.

G a person who tells hotel guests about local entertainment.

H a person who carries bags to rooms for guests.

Complete the word or phrase that is similar in meaning to the underlined part.

1 The act of working together with others helps the hotel staff provide great service.

t _ _ _ w_ _k

2 Allison arrives at the hotel and goes to the front desk to rent a hotel room. _ _e _ k _ _.

3 The person who cleans hotel rooms cleaned my room this morning. h _ _s _ k _ _ _ er

Read an interview with the employee of the month at the Royal Point Hotel. Then choose the correct answers.

Interviewer (W): Mr. Huxley, what's your favorite thing about your job?

Employee (M): Every day is a new experience. I meet new people and work with a great team.

Interviewer Oh, so your co-workers help you do your job?

Employee: Yes. I work with the doorman and the front desk clerk every day.

Interviewer: I see. Tell me, what’s your goal as a bellhop?

Employee: My goal is to make the guests happy.

Interview: I think you're a great choice for employee of the month. Congratulations.

Employee: Thank you. I'm very happy about it.

1.The interview is mostly about the employee's...

A opinions about his job.

B feelings about his co-workers.

C previous work experience.

D goals for the future.

2. What is his position at the hotel?

A front desk clerk

B doorman

C bellhop

D concierge

Fill in the blanks.

Interviewer: Mr. Huxley, what's your 1_______ about your job?

Employee: Every day is a new experience. I meet new people and work with a great 2 ____.

Interviewer: Oh, so your 3 ______ help you do your job?

Employee: Yes. I work with the doorman and the 4 ________every day.

Interview: I see. Tell me, what's your goal as a 5__________

Employee: My goal is to make the guests happy.

Interview: I think you're a great choice for 6_____________Congratulations.

Employee: Thank you. I'm very happy about it.

2. Welcome!

Reading

Read the training manual for new employees, and then choose the correct answers.

1. What is the main idea of the training manual?

A how to welcome new hotel employees

B ways to make guests comfortable at the hotel

C steps to introducing people who don't know each other

D how to improve communication between employees

2. According to the passage, which of the following is true about employees at the Royal Point Hotel?

A They rarely speak to hotel guests.

B They allow guests to introduce themselves first.

C They are responsible for learning guests' addresses.

D They sometimes refer to guests by their last names.

3. What is probably true about guests?

A They stay at the same hotel each time they travel.

B They use their car trunks to store extra bags.

C They don't share their first names with employees.

D They pay employees to carry their luggage.

Дата добавления: 2015-12-08