Complete the strategy list by adding the right word from the box.

a) ………........... the rules of etiquette.

b) ………........... entirely on guests’ wants and needs.

c) ………........... a good balance between prices and quality.

d) ………........... attention to the competition.

e) ………........... problems and complaints in favour of the guest.

f) ………........... unique products and services.

g) ………........... clients’ culture.

h) ………........... individual approach to each client.

i) ………........... hospitable attitude to clients.

j) ………........... a favorable atmosphere for your clients.

17. Find words or phrases in exercise previous that mean the same as:

a) concentrate…...................................

b) very special.....................................

c) in support of....................................

d) reflect………...................................

e) take care of/deal with......................

f) be aware of ………………………..

g) provide …………………………….

Finish these sentences using words or phrases from exercise 16 and 17 in the correct form. The first letter has been given to help you.

a) Guests compare p..................... to get the best value for their money.

b) To sharpen our strategy, we must study the c..........................................

c) If customers are dissatisfied, they expect us to h........................ the problem.

d) Our friendly manner s............................... that we take care of our guests.

e) We p........................... superior service for every customer.

f) We always p……………. our attention on the problems of client’s safety.

Add some other points for your own guest - friendly strategy.

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Match the following concepts with the phrases to use with a guest or a customer.

Guest-friendly phrases	Concept
1. Our travel agency offers unique holiday packages 2. We offer attractive prices for our catering services 3. Your satisfaction is the key to our repeat business 4. We make sure problems are solved to please our customers, not ourselves 5. Our agents pay attention to every customer want and need	a) giving the customer a good price. b) providing one-of-a-kind products. c) dealing with difficulties to make the guests happy. d) concentrating on customer requests. e) wanting guests to return.

Write 2-3 examples of concepts and phrases to use with your own guests or customers.

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Дата добавления: 2015-11-14