3. Describe satisfactory and unsatisfactory service in a hotel

I am going to describe you satisfactory and unsatisfactory service in a hotel.

As far as I know there are mainly three types of level of service: excellent, acceptable and poor customer service.

Customer expectation is what they want to get while customer perception is what they really feel.

When the expectation is higher than perception (E>P), it means that customers get more than they wish. It could be an excellent service and has positive impact on a hotel complex. With customer satisfaction, they are delight and be a member of re-booking guest. More customer loyalty would bring a good reputation in industry and keep a large number of customers. This would bring increasing revenue and profit and finally taking more market share. This could help hotel build up competitive advantages.

I would like to emphasize that when the expectation is equal to perception (E=P), it is known as an acceptable customer service. The hotel complex could satisfy customer and maintain its customer, revenue and market share in short term. If there is no promotion or development implemented, the better service the hotel’s competitors provide would take more market share in the future.

And finally, when the expectation is lower than perception (E<P), a poor customer service occurs. The majority of unsatisfied customer will never come back and the hotel looses both customer and their loyalty. The bad hotel reputation would lead to revenue and profit loosing.

So, to sum up, there are different levels of service and every of them could have large impact on a hotel complex.

4. You are a general manager at the Hotel Ambassador in London. Explain what hotel staff should do not to lose customers.

The hotel staff have to do all their duties and responsibilities as well as possible to make a hotel more popular. And today I want to show you some ways how to attract customers and not to loose potential clients.

The hotel receptionist needs to have some personal qualities such as sociability, resistance to stress, organizational skills, the knowledge of several foreign languages. Receptionist also receives calls and registers room booking by phone, that is why he has to be tolerant, polite, outgoing and enjoy dealing with people.

I would like to emphasize that good chambermaid is one of the most important professions in the modern hotel complex. Cleanliness in the hotel has always been one of the indicators that determine the attitude of the customer to the hotel.

In my opinion these careers are the most important in the hotel because their work has a big influence on making good guests’ impression and increasing a popularity of the hotel.

In conclusion, I want to say that all qualified members of the staff have to do everything to make customers’ rest extremely enjoyable and successful.

5. Prove that it is great to work in a hotel for having a lot of benefits

I am going to tell you about benefits of working in a hotel. To tell the truth there are a lot of them.

One of the best things about working in the hospitality industry is that you can travel to many different locations all around the world and work at some of the most renowned hotels.

Aside from the traveling benefits, you will also have the chance to meet a lot of interesting people including famous persons, foreigners and celebrities. Also you can learn about many different customs. It’s so good to interact with other people and cultures.

I would like to draw your attention to the fact that another plus of working at some hotels and resorts that are located in more remote exotic destinations, is that some of your expenses may be covered by the employer. So you will save a lot of money and you will also get a chance to explore some of the city where you are working.

The next benefit is a good salary with some bonuses such as commissions, cheap holidays, health insurance etc.

In my opinion, job stability, friendly colleagues, teamwork are also very important.

At all I want to say, that careers in hotels are very interesting and they become more actual because of tourism popularity. I would like to emphasize that tourism creates opportunities for the hotels of new products, facilities and services.

So, there is a wide variety of advantages and opportunities of working in the hospitality industry and it is great to work in hotel for having a lot of benefits.