Tour reservation

Providing information about a tour

Firm requests from manager to guests

Giving a reason or explanation

Showing attention to what the guest is saying

Taking personal action

Promising or explaining action to be taken

Moving the scene to somewhere private

Let's go into my office; Why don't we go through to the lounge?; Would you

like to come through to the office?; (very firm)... in my office, if you don't mind

(getting someone else to do something) I'll have (it sent up right away) I'll get (it attended to immediately)

I'll deal with this myself;

I'll look into this...;

I'll sort out (this mistake, etc.);

What I'm going to do now is...;

The first thing I'm going to do is...

Yes; I see; (plus nods of the head, eye contact, etc.)

There seems to have been;

There's obviously been a misunderstanding;

We've been rather short-staffed recently;

It's possible that... (X has happened)

Promising an improvement in service, promising to try harder (written responses)

I can assure you that we'll (do our best to) return to our normal standards of service;

We are confident that we shall be able to provide our normal standard of service, etc.

The Manager may refer to rules or accepted procedures

I'm afraid guests aren't allowed to...

Our regulations don't permit...

The hotel has the right to...

The Manager may 'ask for permission' to make the request; normally he will use 'we '

Can we ask you to (settle this bill now)?

The Manager may say tkat things are 'necessary' or 'impossible'

I'm afraid we must ask you to (leave the hotel)

We will have to (call the police unless...)

The hotel cannot/is unable to (extend your stay)

type of holiday a bit pricey reasonable dear exorbitant prohibitive at rock-bottom prices economical costly free of charge

travel agent’s window ads. Room rate To do special packages To target the whole range To give out information A press launch Itineraries Stopover Duration of a tour Incentive tourism

Inbound tourism Outbound tourism Visa Insurance Local \ internal Ecotourism Travel agent Tour operator Department Booking Deposit

Resort To kick-start tourism Coastline Endless beaches Rain forests An area of wetlands Two(three, four …)-hotel complex Short-term planning Long-term investments Payback periods Scheduled international flights Staff To come from the interior Slums Adequate infrastructure Transport links Sanitation Room rate

Business Airline upgrade Business class To be full (about cabins) Full-fare paying travelers Ticket price To be keen to win business A frequent flyer Exhibition Guide Flight Receipt Vehicle Subtle Flip chart 24-hour residential rate Memo Individual business trip VIP service Incentive tourism Team building Congress Business meeting Press conference Car hiring

Sightseeing safari park festival amusement park historic building place of natural beauty canyon castle glacier gorge cathedral mosque palace temple tower monastery stately home to contain to sell arts and crafts attractions galleries art house palace square museum theatre statues landscape

Дата добавления: 2015-07-02