Мальська М.П. Готельний бізнес: теорія та практика

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391

Ɏɨɪɦɚ ʋ 8-Ƚ

Ƚɨɬɟɥɶɧɢɣ ɤɨɦɩɥɟɤɫ_________ «Ɂɚɬɜɟɪɞɠɟɧɨ»

ȱɞɟɧɬɢɮɿɤɚɰɿɣɧɢɣ ɤɨɞ ȯȾɊɉɈɍ ɇɚɤɚɡ Ⱦɟɪɠɛɭɞɭ ɍɤɪɚʀɧɢ

«30» 10 2000

ʋ 230

Ʉɨɞ ɡɚ ȾɄɍȾ

ɄȺɋɈȼɂɃ ɁȼȱɌ

ɡɚ «_____» _____________________ 20 __ ɪ.

ʋ ɩ/ɩȼɢɞ ɩɥɚɬɟɠɭ Ʉɿɥɶɤɿɫɬɶ ɋɭɦɚ

12 3 4

Ɋɚɯɭɧɨɤ ɡ ʋɩɨ ʋ

ȼɫɶɨɝɨ ɩɨ ɪɚɯɭɧɤɚɯ ɛɟɡ ɉȾȼ ________ ɝɪɧ. ______ ɤɨɩ.

ɉȾȼ_____________________________ ɝɪɧ. ______ ɤɨɩ.

Ƚɨɬɟɥɶɧɢɣ ɡɛɿɪ ____________________ ɝɪɧ. ______ ɤɨɩ.

ɉɨɜɟɪɧɟɧɧɹ_______________________ ɝɪɧ. ______ ɤɨɩ.

ȼɫɶɨɝɨ ɨɬɪɢɦɚɧɨ___________________ ɝɪɧ.______ ɤɨɩ.

ȼɿɞɩɨɜɿɞɚɥɶɧɢɣ ɡɚ ɪɚɯɭɧɤɢ

392

Ɏɨɪɦɚ ʋ 9-Ƚ

Ƚɨɬɟɥɶɧɢɣ ɤɨɦɩɥɟɤɫ_________ «Ɂɚɬɜɟɪɞɠɟɧɨ»

ȱɞɟɧɬɢɮɿɤɚɰɿɣɧɢɣ ɤɨɞ ȯȾɊɉɈɍ ɇɚɤɚɡ Ⱦɟɪɠɛɭɞɭ ɍɤɪɚʀɧɢ

«30» 10 2000

ʋ 230

Ʉɨɞ ɡɚ ȾɄɍȾ

ȼȱȾɈɆɈɋɌȱ

ɪɭɯɭ ɧɨɦɟɪɿɜ ɭ ɝɨɬɟɥɿ

Ʉɚɬɟɝɨɪɿɹ

ɧɨɦɟɪɚ

ȼɫɶɨɝɨ

ɧɨɦɟɪɿɜ

ȼɫɶɨɝɨ

ɦɿɫɰɶ

Ɂɚɣɧɹɬɨ

ɧɨɦɟɪɿɜ

Ȼɪɨɧɶ

ȼɿɥɶɧɿ

ɧɨɦɟɪɢ

ɉɪɨɫɬɿɣ Ɋɟɦɨɧɬ

1 2345678

Ɏɨɪɦɚ ʋ 10-Ƚ

Ƚɨɬɟɥɶɧɢɣ ɤɨɦɩɥɟɤɫ_________ «Ɂɚɬɜɟɪɞɠɟɧɨ»

ȱɞɟɧɬɢɮɿɤɚɰɿɣɧɢɣ ɤɨɞ ȯȾɊɉɈɍ ɇɚɤɚɡ Ⱦɟɪɠɛɭɞɭ ɍɤɪɚʀɧɢ

«30» 10 2000

ʋ 230

Ʉɨɞ ɡɚ ȾɄɍȾ

ɀɍɊɇȺɅ

ɨɫɿɛ, ɹɤɿ ɩɪɨɠɢɜɚɸɬɶ ɧɚ ɩɨɜɟɪɫɿ

ȼɫɶɨɝɨ

ɧɨɦɟɪɿɜ

ȼɫɶɨɝɨ

ɦɿɫɰɶ

Ⱦɨɞɚɬɤɨɜɿ

ɦɿɫɰɹ

ɉɪɨɠɢɜɚɽ

ɇɚ

ɛɪɨɧɿ

ȼ ɩɪɨɫɬɨʀ

ɇɚ ɪɟ-

ɦɨɧɬɿ

ȼɢʀɠɞɠɚɽ

12 3 4 5 6 7 8

393

Ⱦɨɞɚɬɨɤ Ȼ. 2

ɉɨɪɹɞɨɤ ɜɢɤɨɪɢɫɬɚɧɧɹ ɬɚ ɡɚɩɨɜɧɟɧɧɹ ɮɨɪɦ

ɞɨɤɭɦɟɧɬɿɜ ɫɭɜɨɪɨʀ ɡɜɿɬɧɨɫɬɿ ɬɚ ɩɟɪɜɢɧɧɨɝɨ ɨɛɥɿɤɭ

ɭ ɝɨɬɟɥɹɯ ɍɤɪɚʀɧɢ

ɉȿɊȿɅȱɄ

ɮɨɪɦ ɞɨɤɭɦɟɧɬɿɜ ɬɚ ɬɟɯɧɿɱɧɿ ɭɦɨɜɢ ʀɯ ɜɢɝɨɬɨɜɥɟɧɧɹ

ɮɨɪɦɢ

ɇɚɣɦɟɧ

ɜɚɧɧɹ ɛɥɚɧɤɿɜ

ɮɨɪɦ ɬɚ ɠɭɪɧɚɥɿɜ

Ɏɨɪ-

ɦɚɬ

ȼɢɞ ɜɢɪɨɛɿɜ

ʈɚɬɭɧɨɤ

ɩɨɩɟɪɭ

ɉɪɢ-

ɦɿɬɤɚ

1234 56

1-ȽȺɧɤɟɬɚ ɞɥɹ ɝɪɨɦɚɞɹ-

ɧɢɧɚ ɍɤ

ɚʀɧɢ, ɹɤɢɣ

ɩɪɢɛɭɜ ɞɨ ɝɨɬɟɥɸ

Ⱥ 6 Ȼɥɚɧɤ ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

2-Ƚ Ɋɟɽɫɬɪɚɰɿɣɧɚ ɤɚɪɬɤɚ Ⱥ 6 Ȼɥɚɧɤ ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

3-Ƚ ȼɿɡɢɬɧɚ ɤɚɪɬɤɚ ɝɨɫ-

ɬɹ ɧɚ ɩɪɚɜɨ ɩɪɨɠɢ-

ɜɚɧɧɹ ɭ ɝɨɬɟɥɿ

Ⱥ 6 Ȼɥɚɧɤ ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

4-Ƚ Ɋɚɯɭɧɨɤ Ⱥ 6 Ȼɥɨɤɧɨɬ ɜ ɨɤɚɧ-

ɬɨɜɰɿ

Ƚɚɡɟɬɧɢɣ

5-Ƚ

ɀɭɪɧɚɥ ɨɛɥɿɤɭ ɝɪɨ-

ɦɚɞɹɧ, ɹɤɿ ɩɪɨɠɢ-

ɜɚɸɬɶ ɭ ɝɨɬɟɥɿ

Ⱥ 4

Ʉɧɢɝɚ-ɩɟɪɟɩɥɟ-

ɬɟɧɧɹ

ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

6-Ƚ

ɀɭɪɧɚɥ ɨɛɥɿɤɭ ɿɧɨ-

ɡɟɦɰɿɜ, ɹɤɿ ɩɪɨɠɢ-

ɜɚɸɬɶ ɭ ɝɨɬɟɥɿ

Ⱥ 4

Ʉɧɢɝɚ-ɩɟɪɟɩɥɟ-

ɬɟɧɧɹ

ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

7-Ƚ

ɭɪ

ɧɚɥ

ɟɽɫɬ

ɚɰɿʀ

ɡɚɹɜɨɤ ɧɚ ɛɪɨɧɸɜɚɧ-

ɧɹ ɧɨɦɟɪɿɜ (ɦɿɫɰɶ)

Ⱥ 4

Ʉɧɢɝɚ-ɩɟɪɟɩɥɟ-

ɬɟɧɧɹ

ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

8-Ƚ

Ɋɚɯ

ɧɨɤ ɨɩɥɚɬɢ ɡɚ

ɛɪɨɧɸɜɚɧɧɹ ɧɨɦɟɪɿɜ

(ɦɿɫɰɶ) ɬɚ ɩɪɨɠɢ-

ɜɚɧɧɹ ɡɚ ɛɟɡɝɨɬɿɜɤɨ-

ɜɢɦ ɪɨɡɪɚɯɭɧɤɨɦ

Ⱥ 4 Ȼɥɚɧɤ Ƚɚɡɟɬɧɢɣ

394

Ɂɚɤɿɧɱɟɧɧɹ ɞɨɞ. Ȼ. 2

ɮɨɪɦɢ

ɇɚɣɦɟɧ

ɜɚɧɧɹ ɛɥɚɧɤɿɜ

ɮɨɪɦ ɬɚ ɠɭɪɧɚɥɿɜ

Ɏɨɪ-

ɦɚɬ

ȼɢɞ ɜɢɪɨɛɿɜ

ʈɚɬɭɧɨɤ

ɩɨɩɟɪɭ

ɉɪɢ-

ɦɿɬɤɚ

1234 56

9-Ƚ Ʉɚɫɨɜɢɣ ɡɜɿɬ Ⱥ 5 Ʉɜɢɬɚɧɰɿɣɧɚ

ɤɧɢɠɤɚ ɭ ɦ’ɹɤɿɣ

ɨɛɤɥɚɞɢɧɰɿ, ɲɢɬ-

ɬɹ ɜ ɨɞɧɭ ɫɤɨɛɭ

Ƚɚɡɟɬɧɢɣ

10-Ƚ Ʉɜɢɬɚɧɰɿɹ ɡɚ ɤɨɪɢɫ-

ɬɭɜɚɧɧɹ ɚɜɬɨɫɬɨɹɧ-

ɤɨɸ ɝɨɬɟɥɸ

Ⱥ 7 Ʉɜɢɬɚɧɰɿɣɧɚ

ɤɧɢɠɤɚ ɭ ɦ’ɹɤɿɣ

ɨɛɤɥɚɞɢɧɰɿ, ɲɢɬ-

ɬɹ ɜ ɨɞɧɭ ɫɤɨɛɭ

Ƚɚɡɟɬɧɢɣ

11-Ƚ ȼɿɞɨɦɨɫɬɿ ɨɛɥɿɤɭ ɪɭ-

ɧɨɦɟ

ɿɜ ɬɚ ɦɿɫɰɶ

ɝɨɬɟɥɿ ɫɬɚɧɨɦ ɧɚ

9.00

Ⱥ 4 Ȼɥɚɧɤ Ƚɚɡɟɬɧɢɣ

12-Ƚɀɭɪɧɚɥ ɨɩɟɪɚɬɢɜ-

ɧɨɝɨ ɨɛɥɿɤɭ ɨɫɿɛ, ɹɤɿ

ɩɪɨɠɢɜɚɸɬɶ ɧɚ ɩɨ-

ɜɟɪɫɿ

Ⱥ 4 Ʉɧɢɝɚ-ɩɟɪɟɩɥɟ-

ɬɟɧɧɹ

ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

13-ȽɄɨ

ɿɧɟɰɶ ɤɜɢɬɚɧɰɿʀ

ɧɚ ɩɪɢɣɦɚɧɧɹ ɪɟɱɟɣ

ɞɨ ɤɚɦɟɪɢ ɫɯɨɜɭ

Ⱥ 7 Ȼɥɨɤɧɨɬ ɭ ɦ’ɹɤɿɣ

ɨɛɤɥɚɞɢɧɰɿ, ɲɢɬ-

ɬɹ ɜ ɨɞɧɭ ɫɤɨɛɭ

ɉɢɫɶɦɨɜɢɣ,

ɤɨɥɶɨɪɨɜɢɣ

395

Ⱦɨɞɚɬɨɤ ȼ

ɌɂɉɈȼȱ ɋɌȺɇȾȺɊɌɂ ɈȻɋɅɍȽɈȼɍȼȺɇɇə

ɍ ȽɈɌȿɅəɏ

RESERVATIONS ȻɊɈɇɘȼȺɇɇə

STANDARDS —

SWITCHBOARD:

ɋɌȺɇȾȺɊɌɂ — ɌȿɅȿɎɈɇɇɈȽɈ

ȾɁȼȱɇɄȺ:

1 Answer the tele

hone within 3 rin

or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɭɩɪɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ ɚɛɨ 10 ɫɟɤ.

2The em

ee answer the

hone

with the a

riate

reetin

mornin

/afternoon

)

and identif

the hotel.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɩɨɜɿɞɚɽ ɧɚ ɬɟɥɟɮɨɧ-

ɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɬɚɧ-

ɧɹɦ (ɞɨɛɪɨɝɨ ɪɚɧɤɭ/ɞɨɛɪɢɣ ɞɟɧɶ) ɿ

ɧɚɡɢɜɚɽ ɝɨɬɟɥɶ.

3 If caller is

ut on hold it shoul

not exceed 30 seconds.

Ɉɫɨɛɚ, ɹɤɚ ɬɟɥɟ

ɨɧ

ɽ ɧɟ ɩɨɜɢɧɧɚ

ɨɱɿɤɭɜɚɬɢ ɧɚ ɜɿɞɩɨɜɿɞɶ ɛɿɥɶɲɟ 30 ɫɟɤ.

4 Employee put caller through to the

appropriate department.

ɉɪɚɰɿɜɧɢɤ ɡ’ɽɞɧɭɽ ɨɫɨɛɭ, ɹɤɚ ɬɟ-

ɥɟɮɨɧɭɽ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɞɞɿɥɨɦ.

5 If no answer em

ee comes

ack to

uest after no more than

6 rings.

əɤɳɨ ɧɟɦɚɽ ɜɿɞɩɨɜɿɞɿ, ɩ

ɚɰɿɜɧɢɤ

ɩɨɜɟ

ɬɚɽɬɶɫɹ ɞɨ ɝɨɫɬɹ ɧɟ ɛɿɥɶɲɟ

ɧɿɠ ɱɟɪɟɡ 6 ɞɡɜɿɧɤɿɜ.

6The em

ee must have a

working knowledge of the English

language.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ

ɧɟɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

7 The back

round is free of an

noise or any disturbances.

ɇɚ ɬɟ

ɢɬɨ

ɿʀ «ɛɟɤɨ

ɿɫ

» ɧɟɦɚɽ

ɡɚɣɜɨɝɨ ɲɭɦɭ.

8 The em

ee s

eaks in a clea

and pleasant manner.

ɉɪɚɰɿɜɧɢɤ ɪɨɡɦɨɜɥɹɽ ɱɿɬɤɨ ɿ ɜɜɿɱ-

ɥɢɜɨ.

9The em

ives a verbal

acknowled

ement before

transferring the caller.

ɚɰɿɜɧɢɤ ɩɟ

ɲ ɩɟ

ɟɦɢɤɚɧɧɹɦ

ɬɟɥɟ

ɨɧɧɨɝɨ ɞɡɜɿɧɤɚ ɩɨɜɿɞɨɦɥɹɽ

ɩɪɨ ɰɟ ɤɥɿɽɧɬɚ.

STANDARDS-TAKING

A RESERVATION:

ɁȾȱɃɋɇȿɇɇə

ȻɊɈɇɘȼȺɇɇə:

1 Answer the tele

hone within 3

rings or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɭɩɪɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ ɚɛɨ 10 ɫɟɤ.

396

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS-TAKING

A RESERVATION:

ɁȾȱɃɋɇȿɇɇə

ȻɊɈɇɘȼȺɇɇə:

2The em

ee answers the

hone

with the a

riate

reetin

mornin

/afternoon

)

and identifies

the department.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɩɨɜɿɞɚɽ ɧɚ ɬɟɥɟɮɨɧ-

ɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɬɚɧ-

ɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɢɣ ɞɟɧɶ

)

ɿ ɧɚɡɢɜɚɽ ɜɿɞɞɿɥ.

3 If caller is

ut on hold it shoul

not exceed 30 seconds.

Ɉɫɨɛɚ, ɹɤɚ ɬɟɥɟ

ɨɧ

ɽ ɧɟ ɩɨɜɢɧɧɚ

ɨɱɿɤɭɜɚɬɢ ɧɚ ɜɿɞɩɨɜɿɞɶ ɛɿɥɶɲɟ 30 ɫɟɤ.

The back

round is free of an

noise or disturbances.

ɇɚ ɬɟ

ɢɬɨ

ɿʀ «ɛɟɤɨ

ɿɫ

» ɧɟɦɚɽ

ɡɚɣɜɨɝɨ ɲɭɦɭ.

ee confirms date in an

date out.

ɉɪɚɰɿɜɧɢɤ ɩɿɞɬɜɟɪɞɠɭɽ ɞɚɬɭ ɩɨɫɟ-

ɥɟɧɧɹ ɿ ɞɚɬɭ ɜɢɫɟɥɟɧɧɹ.

6Em

ee offesr information on

full range of room types within the

category requested.

ɉɪɚɰɿɜɧɢɤ ɧɚɞɚɽ ɩɨɜɧɭ ɿɧɮɨɪɦɚ-

ɰɿɸ ɩɪɨ ɜɢɞɢ ɧɨɦɟɪɿɜ ɡɝɿɞɧɨ ɤɚɬɟ-

ɝɨɪɿʀ ɩɨɩɢɬɭ.

ee describes the difference

etween room t

(

i.e. location,

size, in room facilities).

ɚɰɿɜɧɢɤ ɩɨɹɫɧɸɽ ɜɿɞɦɿɧɧɿɫɬɶ

ɦɿɠ ɜɢɞɚɦɢ ɧɨɦɟ

ɿɜ

(ɪ

ɨɡɦɿɳɟɧɧɹ,

ɩɥɨɳɚ, ɨɛɥɚɞɧɚɧɧɹ).

ee offers information on

full range of applicable rates.

ɉɪɚɰɿɜɧɢɤ ɧɚɞɚɽ ɜɢɱɟɪɩɧɭ ɿɧɮɨɪ-

ɦɚɰɿɸ ɫɬɨɫɨɜɧɨ ɜɿɞɩɨɜɿɞɧɨɝɨ ɪɿɜ-

ɧɹ ɤɨɦɮɨɪɬɭ.

9 Employee immediately checks avail-

ability.

ɉɪɚɰɿɜɧɢɤ ɨɞɪɚɡɭ ɩɟɪɟɜɿɪɹɽ ɧɚɹɜ-

ɧɿɫɬɶ ɜɿɥɶɧɨɝɨ ɧɨɦɟɪɚ.

If dates unavailable,em

offers alternative dates.

əɤɳɨ ɧɨɦɟ

ɢ ɧɚ ɞɚɬ

ɡɚɦɨɜɥɟɧɧɹ

ɡɚɣɧɹɬɿ, ɩɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɜɚɪɿ-

ɚɧɬɢ ɿɧɲɢɯ ɞɚɬ.

11 Employee obtains guest’s name. ɉɪɚɰɿɜɧɢɤ ɞɿɡɧɚɽɬɶɫɹ ɿɦ’ɹ ɝɨɫɬɹ.

12 Employee confirms the spelling of

guest’s name (if necessary).

ɚɰɿɜɧɢɤ

ɬɨɱɧɸɽ ɩ

ɚɜɨɩɢɫ, ɩ

ɧɟɨɛɯɿɞɧɨɫɬɿ.

13 Employee obtains guest’s address. ɉɪɚɰɿɜɧɢɤ ɞɿɡɧɚɽɬɶɫɹ ɚɞɪɟɫɭ ɝɨɫɬɹ.

ee obtains

uest’s

telephone number.

ɉɪɚɰɿɜɧɢɤ ɡɚɩɢɬɭɽ ɧɨɦɟɪ ɬɟɥɟɮɨɧɭ.

ee obtains

uest’s fax

number or e-mail address.

ɉɪɚɰɿɜɧɢɤ ɞɿɡɧɚɽɬɶɫɹ ɧɨɦɟɪ ɮɚɤɫɭ

ɚɛɨ ɟɥɟɤɬɪɨɧɧɨʀ ɚɞɪɟɫɢ ɝɨɫɬɹ.

397

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS-TAKING

A RESERVATION:

ɁȾȱɃɋɇȿɇɇə

ȻɊɈɇɘȼȺɇɇə:

16 Em

ee ascertains if it is a

rivate or com

bookin

(

cit

hotels only).

ɉɪɚɰɿɜɧɢɤ ɜɫɬɚɧɨɜɥɸɽ — ɛɪɨɧɸ-

ɜɚɧɧɹ ɞɥɹ ɨɤ

ɟɦɨʀ ɨɫɨɛɢ, ɱɢ

ɝɪɭɩɨɜɟ.

17 Em

ee clearl

states room rate

and what it includs

(

i.e. tax,

service, meals etc).

ɉɪɚɰɿɜɧɢɤ ɱɿɬɤɨ ɧɚɡɢɜɚɽ ɰɿɧɭ ɧɨ-

ɦɟɪɚ (ɦɿɫɰɹ) ɿ ɫɬɪɭɤɬɭɪɭ ɰɿɧɢ (ɩɨ-

ɞɚɬɨɤ, ɨɛɫɥɭɝɨɜɭɜɚɧɧɹ, ɯɚɪɱɭɜɚɧ-

ɧɹ ɬɚ ɿɧ.).

ee clarifies

uest’s

smokin

reference for hotels in

excess of 100 rooms and in the

case of a non smokin

hotel

should be made clear durin

the

reservation enquiry.

ɉɪɚɰɿɜɧɢɤ ɡ’ɹɫɨɜɭɽ ɩɨɛɚɠɚɧɧɹ ɤɥɿ-

ɽɧɬɚ ɫɬɨɫɨɜɧɨ ɧɨɦɟ

ɚ ɞɥɹ ɤ

ɭɪ

ɰɿɜ

ɱɢ ɧɟɤɭɪɰɿɜ ɿɡ ɦɿɫɬɤɿɫɬɸ 100 ɧɨ-

ɦɟɪɿɜ, ɭ ɜɢɩɚɞɤɭ ɜɿɞɫɭɬɧɨɫɬɿ ɤɿɦ-

ɧɚɬ ɞɥɹ ɤɭɪɰɿɜ ɭɬɨɱɧɸɽ ɰɟ ɭɩɪɨ-

ɞɨɜɠ ɪɟɡɟɪɜɭɜɚɧɧɹ.

19 Em

ee ascertains ex

ecte

time of arrival.

ɉɪɚɰɿɜɧɢɤ ɡ’ɹɫɨɜɭɽ ɱɚɫ ɩɪɢɛɭɬɬɹ.

20 Employee explains check in times. ɉ

ɚɰɿɜɧɢɤ ɧɚɞɚɽ ɿɧ

ɦɚɰɿɸ ɩ

ɱɚɫ ɩɨɫɟɥɟɧɧɹ.

ee ascertains if the

ues

requires any transport arrangements.

ɉɪɚɰɿɜɧɢɤ ɡ’ɹɫɨɜɭɽ ɩɪɨ ɧɟɨɛɯɿɞ-

ɧɿɫɬɶ ɡɚɦɨɜɥɟɧɧɹ ɞɥɹ ɤɥɿɽɧɬɚ

ɬɪɚɧɫɩɨɪɬɭ.

22 Employee repeats and confirms all

details of the reservation durin

at the end of the call.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɬɨɪɸɽ ɿ ɭɬɨɱɧɸɽ ɭɫɿ

ɞɟɬɚɥɿ ɛ

ɨɧɸɜɚɧɧɹ ɩɿɞ ɱɚɫ, ɚɛɨ

ɧɚɩɪɢɤɿɧɰɿ ɬɟɥɟɮɨɧɧɨʀ ɪɨɡɦɨɜɢ.

ee offers reservation

number or booking reference/name.

ɉɪɚɰɿɜɧɢɤ ɧɚɡɢɜɚɽ ɧɨɦɟɪ ɛɪɨɧɸ-

ɜɚɧɧɹ, ɧɚɡɜɭ ɪɟɽɫɬɪɚɰɿʀ.

24 Employee thanks the guest. ɉɪɚɰɿɜɧɢɤ ɞɹɤɭɽ ɝɨɫɬɸ.

EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

25 The em

ee’s s

eech is clea

and audible.

Ɋɨɡɦɨɜɚ ɩɪɚɰɿɜɧɢɤɚ — ɱɿɬɤɚ.

The em

ee must have a

working knowledge of the English

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

398

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

The em

ee is

olite, or

anized an

helpful whilst ascertaining information

with regards to the reservation.

ɚɰɿɜɧɢɤ — ɤɨɦ

ɧɿɤɚɛɟɥɶɧɢɣ,

ɥɸɛ’ɹɡɧɢɣ ɩɿɞ ɱɚɫ ɡ’ɹɫɭɜɚɧɧɹ ɿɧɮɨ-

ɪɦɚɰɿʀ, ɳɨ ɫɬɨɫɭɽɬɶɫɹ ɛɪɨɧɸɜɚɧɧɹ.

ee ascertains

uest’s name

and use it at least once durin

the

conversation.

ɚɰɿɜɧɢɤ ɡ’ɹɫɨɜ

ɽ ɿɦ’ɹ ɤɥɿɽɧɬɚ

ɿɡɜɟ

ɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɩ

ɢɧɚɣɦɧɿ

ɨɞɢɧ ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

29 Em

ee offers his/her name fo

future assistance ma

uire

at the end of the call.

ȼ ɤɿɧɰɿ ɞɡɜɿɧɤɚ ɩ

ɚɰɿɜɧɢɤ ɧɚɡɢɜɚɽ

ɫɜɨɽ ɿɦ’ɹ ɞɥɹ ɛ

ɞɶ-ɹɤɨʀ ɩɨɞɚɥɶɲɨʀ

ɞɨɩɨɦɨɝɢ ɧɚ ɜɢɩɚɞɨɤ ɧɟɨɛɯɿɞɧɨɫɬɿ.

ACCOUNTING: ɈȻɅȱɄ:

30 Em

ee re

uests advance

osit/

uarantee in order to

secure the booking.

ɚɰɿɜɧɢɤ ɩ

ɨɫɢɬɶ ɩɨɩɟ

ɟɞɧɶɨɝɨ

ɡɚɜɞɚɬɤ

/ɝɚ

ɚɧɬɿʀ ɩɿɞɬɜɟ

ɞɠɟɧɧɹ

ɛɪɨɧɸɜɚɧɧɹ.

31 If credit card offered as de

osit,

ee wuold re

eat bac

number.

əɤɳɨ ɤɥɿɽɧɬ ɩ

ɨɩɨɧ

ɽ ɤ

ɟɞɢɬɧ

ɤɚ

ɬɤ

, ɩ

ɚɰɿɜɧɢɤ ɩɨɜɬɨ

ɸɽ ɞɥɹ

ɭɬɨɱɧɟɧɧɹ ɧɨɦɟɪ ɤɚɪɬɤɢ.

32 Em

ee ex

lains cancellation

policy.

ɉɪɚɰɿɜɧɢɤ ɩɨɹɫɧɸɽ ɦɟɯɚɧɿɡɦ ɚɧɭ-

ɥɹɰɿʀ ɡɚɦɨɜɥɟɧɧɹ.

PRODUCT — CONFIRMATION: ɉȱȾɌȼȿɊȾɀȿɇɇə:

ee automaticall

offers to

send a confirmation.

ɉɪɚɰɿɜɧɢɤ ɨɞɪɚɡɭ ɩɪɨɩɨɧɭɽ ɧɚɞɿ-

ɫɥɚɬɢ ɩɿɞɬɜɟɪɞɠɟɧɧɹ.

34 Confirmation is received within

24 hours.

ɉɿɞɬɜɟ

ɞɠɟɧɧɹ ɨɬ

ɢɦ

ɽɬɶɫɹ

ɭɩɪɨɞɨɜɠ 24 ɝɨɞ.

All details are t

ed on com

letterhead.

ɍɫɿ ɞɟɬɚɥɿ ɞɪɭɤɭɸɬɶɫɹ ɧɚ ɮɿɪɦɨ-

ɜɨɦɭ ɛɥɚɧɤɭ.

36 All information containes on

confirmation is correct.

ɍɫɹ ɿɧ

ɦɚɰɿɹ, ɳɨ ɦɿɫɬɢɬɶɫɹ

ɭ ɩɿɞɬɜɟɪɞɠɟɧɧɿ ɩɨɜɢɧɧɚ ɛɭɬɢ ɞɨ-

ɫɬɨɜɿɪɧɨɸ.

37 Confirmation

romotes in house

food and beverage facilities.

ɉɿɞɬɜɟɪɞɠɟɧɧɹɦ ɭɡɝɨɞɠɭɽɬɶɫɹ ɧɟ-

ɨɛɯɿɞɧɿɫɬɶ ɯɚɪɱɭɜɚɧɧɹ ɬɚ ɧɚɩɨʀɜ.

Confirmation explains

cancellation charges.

ɉɿɞɬɜɟ

ɞɠɟɧɧɹ ɦɿɫɬɢɬɶ ɩɨɹɫɧɟɧɧɹ

ɜɚɪɬɨɫɬɿ ɚɧɭɥɹɰɿʀ ɡɚɦɨɜɥɟɧɧɹ.

399

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

CHECK IN STANDARDS: ɉɈɋȿɅȿɇɇə:

1 Guest must be acknowled

within 30 seconds of arrival.

Ʉɥɿɽɧɬɚ ɜɩɿɡɧɚɸɬɶ ɭɩɪɨɞɨɜɠ 30 ɫɟɤ.

ɩɿɫɥɹ ɣɨɝɨ ɩɪɢɛɭɬɬɹ.

2 Com

lete check in takes no more

than 5 minutes.

Ɉɫɬɚɬɨɱɧɟ ɩɨɫɟɥɟɧɧɹ ɬ

ɢɜɚɽ ɧɟ

ɛɿɥɶɲɟ 5 ɯɜ.

3 Guest mustbe

reeted in a war

and friendly manner.

Ʉɥɿɽɧɬɚ ɜɿɬɚɸɬɶ ɭ ɬɟɩɥɿɣ ɿ ɞɨɛɪɨ-

ɡɢɱɥɢɜɿɣ ɦɚɧɟɪɿ.

4 Em

ee offers assistance to

guest.

ɉɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɤɥɿɽɧɬɭ ɞɨ-

ɩɨɦɨɝɭ.

5 Em

ee ascertains

uest’s name

and use it at least once durin

the

conversation.

ɚɰɿɜɧɢɤ ɡ’ɹɫɨɜ

ɽ ɿɦ’ɹ ɝɨɫɬɹ

ɿɡɜɟ

ɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɩ

ɢɧɚɣɦɧɿ

ɨɞɢɧ ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

6 Re

istration card is

ared in

advance for

uest, with all

information

iven at the time of

reservation (i.e. address).

Ʉɚɪɬɤɚ ɪɟɽɫɬɪɚɰɿʀ ɡɚɡɞɚɥɟɝɿɞɶ ɝɨ-

ɬɨɜɚ ɞɥɹ ɝɨɫɬɹ, ɡ ɭɫɿɽɸ ɿɧɮɨɪɦɚ-

ɰɿɽɸ ɧɚɞɚɧɨɸ ɩɿɞ ɱɚɫ ɛɪɨɧɸɜɚɧɧɹ.

7 All information is correct on

guest’s registration card.

ɍɫɹ ɿɧɮɨɪɦɚɰɿɹ ɪɟɽɫɬɪɚɰɿɣɧɨʀ ɤɚ-

ɪɬɤɢ ɽ ɞɨɫɬɨɜɿɪɧɨɸ.

8 To confirme the departure date. ɍɬɨɱɧɢɬɢ ɱɚɫ ɜɿɞɩɪɚɜɥɟɧɧɹ.

9 Guest is

resented with standar

hotel pen to fill out any outstan-

ding details on registration card.

Ʉɥɿɽɧɬ ɨɬ

ɢɦ

ɽ ɫɬɚɧɞɚ

ɬɧ

ɪɭ

ɱɤ

ɝɨɬɟɥɸ ɞɥɹ

ɬɨɱɧɟɧɧɹ ɿɧ

ɦɚɰɿʀ

ɪɟɽɫɬɪɚɰɿɣɧɨʀ ɤɚɪɬɤɢ.

10 Guest is automaticall

offered a

smokin

or non smokin

room

(

licable and not ascertaine

during the reservation).

Ʉɥɿɽɧɬ

ɨɞ

ɚɡ

ɨɩɨɧ

ɸɬɶ ɧɨɦɟ

ɞɥɹ ɤɭɪɰɿɜ ɱɢ ɧɟ ɤɭɪɰɿɜ (ɹɤɳɨ ɜɿɞɩɨɜɿ-

ɞɚɽ ɪɿɜɟɧɶ ɝɨɬɟɥɸ, ɚɛɨ ɹɤɳɨ ɰɶɨɝɨ ɧɟ

ɛɭɥɨ ɡ’ɹɫɨɜɚɧɨ ɩɿɞ ɱɚɫ ɛɪɨɧɸɜɚɧɧɹ).

11 Em

ee offer sthe

uest an

international/national news

(

faxed variet

acce

table

)

for the

following morning.

ɉɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɤɥɿɽɧɬɭ ɦɿɠ-

ɧɚɪɨɞɧɿ / ɧɚɰɿɨɧɚɥɶɧɿ ɝɚɡɟɬɢ (ɩɟɜ-

ɧɢɣ ɞɨɫɬɭɩɧɢɣ ɩɟɪɟɥɿɤ) ɧɚ ɧɚɫɬɭ-

ɩɧɢɣ ɪɚɧɨɤ.

12 Em

ee offers or confirmɿ

dinner reservationɸ

ɉɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɚɛɨ ɩɿɞɬɜɟɪ-

ɞɠɭɽ ɡɚɦɨɜɥɟɧɧɹ ɨɛɿɞɭ.

13 Em

ee arran

ortera

assistance.

ɉɪɚɰɿɜɧɢɤ ɞɨɦɨɜɥɹɽɬɶɫɹ ɩɪɨ ɞɨɩɨ-

ɦɨɝɭ ɩɪɢ ɞɨɫɬɚɜɰɿ ɛɚɝɚɠɚ ɭ ɧɨɦɟɪ.

400

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

CHECK IN STANDARDS: ɉɈɋȿɅȿɇɇə:

14 Employee arranges for the guest to

be escorted to the room (see room-

ing).

ɚɰɿɜɧɢɤ ɨ

ɝɚɧɿɡɨɜ

ɽ ɫ

ɨɜɿɞ

ɤɥɿɽɧɬɚ ɭ ɧɨɦɟɪ (ɞɢɜɢɫɶ ɩɨɫɟɥɟɧ-

ɧɹ ɜ ɤɿɦɧɚɬɭ).

15 Em

ee wish

uest a

leasan

stay.

ɉɪɚɰɿɜɧɢɤ ɛɚɠɚɽ ɝɨɫɬɸ ɩɪɢɽɦɧɨ-

ɝɨ ɩɟɪɟɛɭɜɚɧɧɹ.

16 If room is not read

on arrival,

uest is shown to loun

e area an

offered a complimentary beverage.

əɤɳɨ ɤɿɦɧɚɬɚ ɧɟ ɽ ɝɨɬɨɜɨɸ ɞɨ ɩɪɢ-

ɬɬɹ ɝɨɫɬɹ, ɣɨɝɨ ɧɚɩ

ɚɜɥɹɸɬɶ ɞɨ

ɮɨɣɽ ɿ ɩɪɨɩɨɧɭɸɬɶ ɛɟɡɤɨɲɬɨɜɧɿ ɧɚɩɨʀ.

17 While waiting for the room, the guest

is regularly updated on the situation.

Ƚɨɫɬɹ ɩɨɫɬɿɣɧɨ ɩɨɜɿɞɨɦɥɹɸɬɶ ɩ

ɫɢɬɭɚɰɿɸ ɩɿɞ ɱɚɫ ɨɱɿɤɭɜɚɧɧɹ ɤɿɦɧɚɬɢ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

18 The em

ee is dressed in a clean,

pressed and complete uniform.

ɚɰɿɜɧɢɤ ɨɞɹɝɧɟɧɢɣ

ɱɢɫɬɢɣ,

ɜɢɩ

ɚɫɨɜɚɧɢɣ, ɩɨɜɧɢɣ ɤɨɦɩɥɟɤɬ

ɭɧɿɮɨɪɦɢ.

19 All em

ees wear name bad

(i.e. if applicable).

ɍɫɿ ɩ

ɚɰɿɜɧɢɤɢ ɜɢɤɨ

ɢɫɬɨɜ

ɸɬɶ

ɿɞɟɧɬɢɮɿɤɚɬɨɪɢ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

20 The em

ee must be well

groomed.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɭ-

ɬɢɣ.

21 The em

ee maintains e

contact with the guest.

ɉɪɚɰɿɜɧɢɤ ɩɿɞɬɪɢɦɭɽ ɡɨɪɨɜɢɣ ɤɨ-

ɧɬɚɤɬ ɿɡ ɝɨɫɬɟɦ.

22 The em

ee smiles and exhibits

a friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɫɦɿɯɚɽɬɶɫɹ ɿ ɩɪɨɹɜ-

ɥɹɽ ɞɨɛɪɨɡɢɱɥɢɜɭ ɦɚɧɟɪɭ.

23 The em

ee must have a

working knowledge of the English

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

24 Em

ee must res

ect

uest’s

resence when interactin

with

other colleagues.

ɋɬɨɫ

ɧɤɚɯ ɩ

ɚɰɿɜɧɢɤɿɜ ɝɨɬɟɥɸ

ɢɫ

ɬɧɨɫɬɿ ɝɨɫɬɹ ɩɨɜɢɧɧɿ ɛ

ɬɢ

ɬɨɥɟɪɚɧɬɧɢɦɢ.

PRODUCT- RECEPTION DESK: Ɋȿɐȿɉɐȱə:

25 The rece

tion desk must be clean,

tidy and well maintained.

Ɋɟɰɟɩɰɿɹ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɱɢɫɬɨɸ,

ɨɯɚɣɧɨɸ ɿ ɟɫɬɟɬɢɱɧɨ ɩɪɢɜɚɛɥɢɜɨɸ.

26 Area behind the rece

tion des

must be free of clutter.

ɉɨɛɥɢɡɭ ɪɟɰɟɩɰɿʀ ɧɟ ɩɨɜɢɧɧɨ ɛɭɬɢ

ɡɚɣɜɢɯ ɪɟɱɟɣ.