Мальська М.П. Готельний бізнес: теорія та практика

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401

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

RECEPTION Ɋȿɐȿɉɐȱə

STANDARDS — CHECK OUT: ȼɂɋȿɅȿɇɇə:

Guest must be acknowled

ed within

30 seconds of approaching desk.

Ƚɨɫɬɹ ɜɩɿɡɧɚɸɬɶ

ɨɞɨɜɠ 30 ɫɟɤ.

ɧɚ ɩɿɞɯɨɞɿ ɞɨ ɪɟɰɟɩɰɿʀ.

2 Com

lete check out takes no

longer than 5 minutes.

Ɉɫɬɚɬɨɱɧɟ ɜɢɫɟɥɟɧɧɹ ɡɚɣɦɚɽ ɧɟ

ɛɿɥɶɲɟ 5 ɯɜ.

3 Guest is

reeted in a warm an

friendly manner.

Ƚɨɫɬɹ ɜɿɬɚɸɬɶ ɭ ɬɟɩɥɿɣ ɿ ɞɨɛɪɨɡɢɱ-

ɥɢɜɿɣ ɦɚɧɟɪɿ.

4 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.

5 Em

ee verifies

uest’s room

number/name.

ɉɪɚɰɿɜɧɢɤ ɭɬɨɱɧɸɽ ɧɨɦɟɪ ɤɿɦɧɚ-

ɬɢ/ɧɚɡɜɭ ɤɿɦɧɚɬɢ.

6 Em

ee verifies an

last minute

char

es and

ost accordin

(i.e. mini bar, breakfast).

ɉɪɚɰɿɜɧɢɤ ɭɬɨɱɧɸɽ ɜ ɨɫɬɚɧɧɿ ɯɜɢ-

ɥɢɧɢ ɛɭɞɶ-ɹɤɿ ɧɚɪɚɯɭɜɚɧɧɹ ɿ ɜɿɞ-

ɩɨɜɿɞɧɨ ɧɚɪɚɯɨɜɭɽ ʀɯ ɝɨɫɬɸ (ɩɨ-

ɫɥɭɝɢ ɦɿɧɿ ɛɚɪɚ, ɫɧɿɞɚɧɨɤ).

Employee prints folio and presents

to guest for verification.

ɚɰɿɜɧɢɤ ɞ

ɪɭ

ɨɥɿɨ ɿ ɧɚɞɚɽ

ɣɨɝɨ ɝɨɫɬɸ ɞɥɹ ɩɟɪɟɜɿɪɤɢ.

8 Em

ee must com

lete transaction

in a quick and efficient manner.

ɉɪɚɰɿɜɧɢɤ ɜɢɧɟɧ ɲɜɢɞɤɨ ɿ ɟɮɟɤ-

ɬɢɜɧɨ ɡɚɩɨɜɧɢɬɢ ɜɿɞɨɦɿɫɬɶ.

9 The em

ee offesrs to sta

le the

credit card slip to the bill.

ɚɰɿɜɧɢɤ ɩ

ɨɩɨɧ

ɽ ɫɤ

ɿɩɢɬɢ ɱɟɤ

ɡ ɪɚɯɭɧɤɨɦ.

10 Folio

resents to

uest neatl

in a

bill fold/envelope.

Ɏɨɥɿɨ ɧɚɞɚɽɬɶɫɹ ɝɨɫɬɸ ɨɯɚɣɧɨ

ɫɤɥɚɞɟɧɟ

ɨɥɞɟ

ɿ / ɤɨɧɜɟ

ɬɿ ɞɥɹ

ɪɚɯɭɧɤɭ.

11 Em

ee offers assistance with

luggage.

ɚɰɿɜɧɢɤ ɩ

ɨɩɨɧ

ɽ ɞɨɩɨɦɨɝ

ɿɡ

ɛɚɝɚɠɟɦ.

12 Em

ee asks at an

oint if

guest have enjoyed their stay.

ɉɪɚɰɿɜɧɢɤ ɡɚɩɢɬɭɽ ɱɢ ɡɚɞɨɜɨɥɟ-

ɧɢɣ ɝɿɫɬɶ ɩɟɪɟɛɭɜɚɧɧɹɦ ɭ ɝɨɬɟɥɿ.

13 The em

ee offers an invitation

to return.

ɉɪɚɰɿɜɧɢɤ ɡɚɩɪɨɲɭɽ ɜɿɞɜɿɞɚɬɢ ɝɨ-

ɬɟɥɶ ɧɚɫɬɭɩɧɨɝɨ ɪɚɡɭ.

14 Employee thanks the guest. ɉɪɚɰɿɜɧɢɤ ɞɹɤɭɽ ɝɨɫɬɸ.

402

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

ACCOUNTING: ɈȻɅȱɄ:

15 Bill is clearly itemized. Ɋɚɯɭɧɨɤ — ɱɿɬɤɨ ɞɟɬɚɥɿɡɨɜɚɧɢɣ.

16 Folio is accurate and complete. Ɏɨɥɿɨ — ɬɨɱɧɟ ɿ ɡɚɜɟɪɲɟɧɟ.

17 Em

ee clarifies the method of

payment.

ɉɪɚɰɿɜɧɢɤ ɜɢɹɫɧɹɽ ɫɩɨɫɿɛ ɩɥɚɬɟɠɭ.

18 If

uest is settlin

credit car

ee offere standard hotel

pen.

əɤɳɨ ɝɿɫɬɶ ɩɨɫɟɥɟɧɢɣ ɧɚ ɨɫɧɨɜɿ

ɤɪɟɞɢɬɧɨʀ ɤɚɪɬɤɢ, ɩɪɚɰɿɜɧɢɤ ɩɪɨ-

ɩɨɧɭɽ ɣɨɦɭ ɫɬɚɧɞɚɪɬɧɭ ɪɭɱɤɭ ɝɨ-

ɬɟɥɸ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

The em

ee is dressed in a clean,

pressed and complete uniform.

ɚɰɿɜɧɢɤ ɨɞɹɝɧɟɧɢɣ

ɱɢɫɬɢɣ,

ɜɢɩ

ɚɫ

ɜɚɧɢɣ, ɩɨɜɧɢɣ ɤɨɦɩɥɟɤɬ

ɭɧɿɮɨɪɦɢ.

All em

ees wear name bad

(if applicable).

ɍɫɿ ɩ

ɚɰɿɜɧɢɤɢ ɜɢɤɨ

ɢɫɬɨɜ

ɸɬɶ

ɿɞɟɧɬɢɮɿɤɚɬɨɪɢ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

The employee must be well groo-

med.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɭ-

ɬɢɣ.

22 The em

ee maintains e

contact with the guest.

ɉɪɚɰɿɜɧɢɤ ɩɿɞɬɪɢɦɭɽ ɡɨɪɨɜɢɣ ɤɨ-

ɧɬɚɤɬ ɿɡ ɝɨɫɬɟɦ.

23 The em

ee smiles and exhibits

a friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɫɦɿɯɚɽɬɶɫɹ ɿ ɩɪɨɹɜ-

ɥɹɽ ɞɨɛɪɨɡɢɱɥɢɜɭ ɦɚɧɟɪɭ.

24 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

25 Em

ee res

ects

uest’s

resence when interactin

with

other colleagues.

ɉɿɞ ɱɚɫ ɜɡɚɽɦɨɞɿʀ ɡ ɤɨɥɟɝɚɦɢ ɩɪɚ-

ɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡ ɩɨɜɚɝɨɸ ɜɿɞɧɨ-

ɫɢɬɢɫɶ ɞɨ ɝɨɫɬɹ.

PRODUCT- RECEPTION DESK: Ɋȿɐȿɉɐȱə:

The rece

tion desk is clean, tid

and well maintained.

Ɋɟɰɟɩɰɿɹ ɩɨɜɢɧɧɚ ɛ

ɬɢ ɱɢɫɬɨɸ,

ɨɯɚɣɧɨɸ ɿ ɜ ɧɟɨɛɯɿɞɧɨɦ

ɨɛɫɹɡɿ

ɨɫɧɚɳɟɧɚ.

Area behind the rece

tion des

must be free of clutter.

ɉɨɛɥɢɡɭ ɪɟɰɟɩɰɿʀ ɧɟ ɩɨɜɢɧɧɨ ɛɭɬɢ

ɫɬɨɪɨɧɧɿɯ ɪɟɱɟɣ.

403

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

ROOMING THE GUEST ɉɈɋȿɅȿɇɇə ȽɈɋɌə

STANDARDS — ROOMING

THE GUEST:

ɉɈɋȿɅȿɇɇə ȽɈɋɌə

ȼ ɇɈɆȿɊ:

ee escorts the

uest to

his/her room.

ɚɰɿɜɧɢɤ ɫ

ɨɜɨɞɠ

ɽ ɝɨɫɬɹ

ɭ ɧɨɦɟɪ.

The em

ee en

es in

olite

unobtrusive conversation on the

way to the room.

ɚɰɿɜɧɢɤ ɜɜɿɱɥɢɜɨ, ɧɟɧɚɜ’ɹɡɥɢɜɨ

ɫɩɿɥɤ

ɽɬɶɫɹ ɡ ɝɨɫɬɟɦ ɩɨ ɞɨ

ɨɡɿ

ɭ ɧɨɦɟɪ.

The em

oints out food an

evera

e facilities ex

lainin

operational hours.

ɚɰɿɜɧɢɤ ɧɚɞɚɽ ɿɧ

ɦɚɰɿɸ ɩ

ɯɚɪɱɭɜɚɧɧɹ ɬɚ ɧɚɩɨʀ ɭ ɝɨɬɟɥɿ, ɡɚ-

ɡɧɚɱɚɽ ɱɚɫ ɪɨɛɨɬɢ.

4 Once at the room the em

offers the o

tion of a roo

orientation.

ɉɪɚɰɿɜɧɢɤ ɯɚɪɚɤɬɟɪɢɡɭɽ ɩɪɢɦɿ-

ɳɟɧɧɹ ɧɨɦɟɪɚ.

5 The em

oints ou

heating/air-conditioning controls.

ɚɰɿɜɧɢɤ ɞɟɦɨɧɫɬ

ɪɭ

ɽ ɤɨɧɬ

ɨɥɶ

ɤɨɧɞɢɰɿɨɧɭɜɚɧɧɹ ɩɨɜɿɬɪɹ.

6 Em

oints out how to

operate the telephone.

ɉɪɚɰɿɜɧɢɤ ɩɨɤɚɡɭɽ ɹɤ ɜɢɤɨɪɢɫɬɨ-

ɜɭɜɚɬɢ ɬɟɥɟɮɨɧ.

oints out modem/ISDN

lines

(

if a

licable

)

or ex

lains

roadband/wireless facilities tha

are available.

ɚɰɿɜɧɢɤ ɩɨɹɫɧɸɽ ɦɨɠɥɢɜɿɫɬɶ

ɞɨɫɬɭɩɭ ɞɨ ɦɟɪɟɠɟɜɢɯ ɬɚ ɿɧɮɨɪ-

ɦɚɰɿɣɧɢɯ ɪɟɫɭɪɫɿɜ.

8 Em

oints out location of in

room bar

(

if not in a

rominen

position).

ɚɰɿɜɧɢɤ ɩɨɤɚɡ

ɨɡɦɿɳɟɧɧɹ

ɛɚɪɚ ɭ ɤɿɦɧɚɬɿ (ɹɤɳɨ ɣɨɝɨ ɪɨɡɦɿ-

ɳɟɧɧɹ ɧɟ ɩɨɦɿɬɧɟ).

9 Em

oinst out valet/laundr

services.

ɉɪɚɰɿɜɧɢɤ ɪɨɡɩɨɜɿɞɚɽ ɩɪɨ ɩɨɫɥɭɝɢ

ɤɚɦɟɪɞɢɧɟɪɚ ɿ ɩɪɚɧɧɹ.

10 Em

oints out an

maste

switches for lighting (if applicable).

ɉɪɚɰɿɜɧɢɤ ɩɨɤɚɡɭɽ ɨɫɧɨɜɧɿ ɜɢɦɢ-

ɤɚɱɿ ɨɫɜɿɬɥɟɧɧɹ.

11 Did employee point out location of

hair dryer (if necessary)?

ɚɰɿɜɧɢɤ ɩɨɤɚɡ

ɽ ɡɧɚɯɨɞɠɟɧɧɹ

ɮɟɧɚ ɞɥɹ ɜɨɥɨɫɫɹ (ɩɪɢ ɧɟɨɛɯɿɞɧɨ-

ɫɬɿ).

12 Em

oinst ou

directory/room service menu.

ɉɪɚɰɿɜɧɢɤ ɩɨɤɚɡɭɽ ɩɪɹɦɟ/ɤɿɦɧɚɬ-

ɧɟ ɦɟɧɸ ɨɛɫɥɭɝɨɜɭɜɚɧɧɹ.

404

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — ROOMING

THE GUEST:

ɉɈɋȿɅȿɇɇə ȽɈɋɌə

ȼ ɇɈɆȿɊ:

13 Employee points out health spa/fit-

ness facilities (if applicable).

ɚɰɿɜɧɢɤ ɩɨɤɚɡ

ɽ ɨɡɞɨ

ɨɜɱɟ

ɋɉȺ / ɮɿɬɧɟɫ-ɨɛɥɚɞɧɚɧɧɹ.

14 Employee points out in room safe. ɉɪɚɰɿɜɧɢɤ ɩɨɤɚɡɭɽ ɫɟɣɮ ɭ ɤɿɦɧɚɬɿ.

15 Em

ee offer ice service

(

ice

bucket must present in the room).

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚ-

ɬɢ ɞɨɫɬɚɜɤɭ ɥɶɨɞɭ ɭ ɧɨɦɟɪ (ɜ ɧɨ-

ɦɟ

ɿ ɩɨɜɢɧɧɨ ɡɧɚɯɨɞɢɬɢɫɶ ɜɿɞɟ

ɤɨ

ɞɥɹ ɥɶɨɞɭ).

16 Em

ee offers an

additional

assistance.

ɉɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɿɧɲɭ ɞɨɞɚɬ-

ɤɨɜɭ ɞɨɩɨɦɨɝɭ.

DOORMAN/PORTER ɒȼȿɃɐȺɊ/ɉɈɊɌɖȯ

STANDARDS — ON ARRIVAL: ɉȱȾ ɑȺɋ ɉɊɂȻɍɌɌə:

1 Doorman/

orter must be

resen

on arrival.

ɒɜɟɣɰɚ

/ɩɨ

ɬɶɽ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɩɪɢɫɭɬɧɿɦ ɩɿɞ ɱɚɫ ɩɪɢɛɭɬɬɹ.

2 Em

ee offers assistance

opening car doors on arrival.

ɚɰɿɜɧɢɤ ɩ

ɨɩɨɧ

ɽ ɞɨɩɨɦɨɝ

ɜɿɞɤɪɢɜɚɽ ɞɜɟɪɿ ɚɜɬɨɦɨɛɿɥɹ ɩɿɞ ɱɚɫ

ɩɪɢʀɡɞɭ.

3 Em

reets the

uest in a

polite and friendly manner.

ɚɰɿɜɧɢɤ ɜɿɬɚɽ ɝɨɫɬɹ

ɜɜɿɱɥɢɜɿɣ

ɿ ɞɨɛɪɨɡɢɱɥɢɜɿɣ ɦɚɧɟɪɿ.

4 Em

ee offers assistance with

luggage.

ɚɰɿɜɧɢɤ ɩ

ɨɩɨɧ

ɽ ɞɨɩɨɦɨɝ

ɡ ɞɨɫɬɚɜɤɢ ɛɚɝɚɠɚ.

5 Em

ee o

ens hotel entrance

door for

uest

(

unless revolvin

automatic door).

ɚɰɿɜɧɢɤ ɜɿɞɤ

ɢɜɚɽ ɜɯɿɞɧɿ ɞɜɟ

ɝɨɬɟɥɸ (ɹɤɳɨ ɞɜɟɪɿ ɧɟ ɨɛɟɪɬɚɸɬɶ-

ɫɹ ɚɛɨ ɧɟ ɚɜɬɨɦɚɬɢɱɧɿ).

6 The em

ee ascertains the

uest’s

name and introduce them to

reception.

ɚɰɿɜɧɢɤ ɞɿɡɧɚɽɬɶɫɹ ɿɦ’ɹ ɝɨɫɬɹ

ɿɩ

ɟɞɫɬɚɜɥɹɽ ɣɨɝɨ ɩ

ɚɰɿɜɧɢɤɚɦ

ɪɟɰɟɩɰɿʀ.

7 The entrance to the hotel must be

clean and free of any debris.

ȼɯɿɞ ɞɨ ɝɨɬɟɥɸ ɩɨɜɢɧɟɧ ɛɭɬɢ ɱɢɫ-

ɬɢɦ, ɞɨɝɥɹɧɭɬɢɦ.

STANDARDS — PORTERAGE: ȾɈɋɌȺȼɄȺ:

8 The

orter arrives at the

uest’s

room within 10 minutes of check in.

ɉɨɪɬɶɽ ɩɪɢɯɨɞɢɬɶ ɞɨ ɤɿɦɧɚɬɢ ɝɨɫ-

ɬɹ ɭɩɪɨɞɨɜɠ 10 ɯɜ. ɡ ɦɨɦɟɧɬɭ ɩɨ-

ɫɟɥɟɧɧɹ.

405

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — PORTERAGE: ȾɈɋɌȺȼɄȺ:

9 The em

ee must li

htl

knoc

on the door.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɥɟɝɤɨ ɩɨɫɬɭ-

ɤɚɬɢ ɭ ɞɜɟɪɿ.

The employee greets the guest in a

polite and friendly manner.

ɉɪɚɰɿɜɧɢɤ ɜɜɿɱɥɢɜɨ ɿ ɞɨɛɪɨɡɢɱɥɢ-

ɜɨ ɜɿɬɚɽ ɩɪɚɰɿɜɧɢɤɚ.

The em

ee use the

uest’s

name at least once durin

the

interaction.

ɚɰɿɜɧɢɤ ɡɜɟ

ɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɞɨ

ɝɨɫɬɹ ɩ

ɢɧɚɣɦɧɿ ɨɞɢɧ

ɚɡ ɩɿɞ ɱɚɫ

ɪɨɡɦɨɜɢ.

The em

laces the lu

on the luggage rack/bench.

ɉɪɚɰɿɜɧɢɤ ɤɥɚɞɟ ɛɚɝɚɠ ɧɚ ɩɨɥɢ-

ɰɸ/ɥɚɜɤɭ ɞɥɹ ɛɚɝɚɠɚ.

ee offers to han

the sui

carrier/coat.

ɉɪɚɰɿɜɧɢɤ ɩɪɨɩɨɧɭɽ ɩɨɜɿɫɢɬɢ ɤɨ-

ɫɬɸɦ, ɩɚɥɶɬɨ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

14 Em

ees a

ears or

anized an

work as a team.

ɉɪɚɰɿɜɧɢɤɢ ɨɪɝɚɧɿɡɨɜɚɧɿ ɿ ɡɤɨɪɢ-

ɝɨɜɚɧɨ ɩɪɚɰɸɸɬɶ.

The em

ee is dressed in a clean,

pressed and complete uniform.

ɚɰɿɜɧɢɤ ɨɞɹɝɧɟɧɢɣ

ɱɢɫɬɢɣ,

ɜɢɩ

ɚɫ

ɜɚɧɢɣ, ɩɨɜɧɢɣ ɤɨɦɩɥɟɤɬ

ɭɧɿɮɨɪɦɢ.

16 Em

ee’s shoes are of a

corporate standard.

ȼɡɭɬɬɹ ɩɪɚɰɿɜɧɢɤɿɜ ɤɨɪɩɨɪɚɬɢɜɧɨ-

ɝɨ ɫɬɚɧɞɚɪɬɭ.

All em

ees wear name bad

(if applicable).

ɍɫɿ ɩ

ɚɰɿɜɧɢɤɢ ɜɢɤɨ

ɢɫɬɨɜ

ɸɬɶ

ɿɞɟɧɬɢɮɿɤɚɬɨɪɢ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

18 The employee must be well groomed. ɉɪɚɰɿɜɧɢɤ ɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɭɬɢɣ.

19 The em

ee must maintain e

contact with the guest.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɿɞɬ

ɢɦ

ɜɚɬɢ

ɡɨɪɨɜɢɣ ɤɨɧɬɚɤɬ ɿɡ ɝɨɫɬɟɦ.

20 The em

ee smiles and exhibis

a friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɫɦɿɯɚɽɬɶɫɹ ɿ ɩɪɨɹɜ-

ɥɹɽ ɞɨɛɪɨɡɢɱɥɢɜɭ ɦɚɧɟɪɭ.

The em

ee has a

ood workin

knowledge of the English language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

ee must res

ect

uest’s

resence when interactin

with

other colleagues.

ɉɿɞ ɱɚɫ ɜɡɚɽɦɨɞɿʀ ɡ ɤɨɥɟɝɚɦɢ ɩɪɚ-

ɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡ ɩɨɜɚɝɨɸ ɜɿɞɧɨ-

ɫɢɬɢɫɶ ɞɨ ɝɨɫɬɹ.

ee must be attentive to the

guest’s needs at all times.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛ

ɬɢ

ɜɚɠɧɢɣ

ɳɨɪɚɡɭ ɞɨ ɩɨɬɪɟɛ ɤɥɿɽɧɬɚ.

406

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — DEPARTURE : ȼȱȾɉɊȺȼɅȿɇɇə:

1 Answer the tele

hone within 3

rings or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ

ɚɛɨ 10 ɫɟɤ.

2 The em

ee answer the

hone

with the a

riate

reetin

mornin

/afternoon

)

and identif

the department.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɩɨɜɿɞɚɽ ɧɚ ɬɟɥɟɮɨɧ-

ɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɬɚɧ-

ɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɢɣ ɞɟɧɶ

)

ɿ ɧɚɡɢɜɚɽ ɜɿɞɞɿɥ.

3 Em

ee confirms number of

luggage pieces.

ɚɰɿɜɧɢɤ ɩɿɞɬɜɟ

ɞɠ

ɽ ɤɿɥɶɤɿɫɬɶ

ɫɤɥɚɞɨɜɢɯ ɛɚɝɚɠɭ.

4 Did em

ee ascertain

uest’s

name and use it at least once

during the conversation?

ɉɪɚɰɿɜɧɢɤ ɡ’ɹɫɨɜɭɽ ɿɦ’ɹ ɝɨɫɬɹ ɿ ɡɜɟɪ-

ɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɩ

ɢɧɚɣɦɧɿ ɨɞɢɧ

ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

5 Employee thanks the guest. ɉɪɚɰɿɜɧɢɤ ɞɹɤɭɽ ɝɨɫɬɸ.

6 If there is a dela

in lu

collection

uest sould be informe

of the delay and new collection time.

əɤɳɨ, ɡɛɿ

ɛɚɝɚɠ

ɡɚɬ

ɢɦ

ɽɬɶɫɹ,

ɩɪɨ ɰɟ ɿɧɮɨɪɦɭɸɬɶ ɝɨɫɬɹ ɿ ɩɨɜɿɞ-

ɨɦɥɹɸɬɶ ɣɨɦɭ ɧɨɜɢɣ ɱɚɫ ɡɛɨɪɭ.

STANDARDS — COLLECTION : ɁȻȱɊ ȻȺȽȺɀɍ:

7 Lu

e collects from room within

10 minutes of telephone request.

Ȼɚɝɚɠ ɡɛɢɪɚɽɬɶɫɹ ɡ ɤɿɦɧɚɬɢ ɭɩɪɨ-

ɞɨɜɠ 10 ɯɜ. ɩɿɫɥɹ ɬɟɥɟɮɨɧɧɨɝɨ ɪɨɡ-

ɩɨɪɹɞɠɟɧɧɹ.

8 The em

ee must knock li

htl

on the door.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɥɟɝɤɨ ɩɨɫɬɭ-

ɤɚɬɢ ɭ ɞɜɟɪɿ.

9 The employee greets the guest in a

polite and friendly manner.

ɉɪɚɰɿɜɧɢɤ ɜɜɿɱɥɢɜɨ ɿ ɞɨɛɪɨɡɢɱɥɢ-

ɜɨ ɜɿɬɚɽ ɝɨɫɬɹ.

10 The em

ee use the

uest’s name

at least once during the interaction.

ɉɪɚɰɿɜɧɢɤ ɡɜɟɪɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɝɨɫɬɹ

ɩɪɢɧɚɣɦɧɿ ɨɞɢɧ ɪɚɡ ɩɿɞ ɱɚɫ ɪɨɡɦɨɜɢ.

11 The employee enquires if the guest

requires any transport.

ɚɰɿɜɧɢɤ ɡɚɩɢɬ

ɽ, ɱɢ ɧɟɨɛɯɿɞɧɨ

ɝɨɫɬɸ ɬɪɚɧɫɩɨɪɬ.

12 Employee thanks the guest. ɉɪɚɰɿɜɧɢɤ ɞɹɤɭɽ ɝɨɫɬɸ.

TRANSPORT: ɌɊȺɇɋɉɈɊɌ:

13 Em

ee automaticall

offers

assistance in obtainin

trans

ort a

the point of departure.

ɚɰɿɜɧɢɤ ɨɞ

ɚɡ

ɨɩɨɧ

ɽ ɝɨɫɬɸ

ɞɨɩɨɦɨɝɭ ɭ ɧɚɞɚɧɧɿ ɬɪɚɧɫɩɨɪɬɭ ɞɨ

ɦɿɫɰɹ ɜɿɞɩɪɚɜɥɟɧɧɹ.

407

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

TRANSPORT: ɌɊȺɇɋɉɈɊɌ:

14 The em

acks the

uest’s

e into the trans

ort an

confirms the number of lu

pieces at the point of departure.

ɉɪɚɰɿɜɧɢɤ ɫɤɥɚɞɚɽ ɛɚɝɚɠ ɭ ɬɪɚɧɫ-

ɩɨɪɬ ɿ ɩɿɞɬɜɟɪɞɠɭɽ ɤɿɥɶɤɿɫɬɶ ɫɤɥɚ-

ɞɨɜɢɯ ɛɚɝɚɠɚ ɧɚ ɦɿɫɰɿ ɜɿɞɩɪɚɜɥɟɧɧɹ.

15 The em

ee offers car doo

assistance.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɤɪɢɜɚɽ ɞɜɟɪɿ ɦɚɲɢɧɢ.

16 Em

ee must thank the

ues

and wish them a pleasant journey.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɞɹɤ

ɜɚɬɢ

ɝɨɫɬɸ ɿ ɩɨɛɚɠɚɬɢ ɝɚɪɧɨʀ ɩɨɞɨɪɨɠɿ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

17 Em

ees a

ear or

anized an

work as a team.

ɉɪɚɰɿɜɧɢɤɢ ɨɪɝɚɧɿɡɨɜɚɧɿ ɿ ɡɤɨɪɢ-

ɝɨɜɚɧɨ ɩɪɚɰɸɸɬɶ.

18 The em

ee must be dressed in

a clean,

ressed and com

lete

uniform.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɨɞɹɝɧɟ-

ɧɢɣ ɭ ɱɢɫɬɢɣ, ɜɢɩɪɚɫɭɜɚɧɢɣ, ɩɨ-

ɜɧɢɣ ɤɨɦɩɥɟɤɬ ɭɧɿɮɨɪɦɢ.

19 Em

ee’s shoes are of a

corporate standard.

ȼɡɭɬɬɹ ɩɪɚɰɿɜɧɢɤɿɜ — ɤɨɪɩɨɪɚɬɢ-

ɜɧɨɝɨ ɫɬɚɧɞɚɪɬɭ.

20 All em

ees wear name bad

(if applicable).

ɍɫɿ ɩ

ɚɰɿɜɧɢɤɢ ɜɢɤɨ

ɢɫɬɨɜ

ɸɬɶ

ɿɞɟɧɬɢɮɿɤɚɬɨɪɢ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

21 The em

ee smiles and exhibits

a friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɫɦɿɯɚɽɬɶɫɹ ɿ ɩɪɨɹɜ-

ɥɹɽ ɞɨɛɪɨɡɢɱɥɢɜɭ ɦɚɧɟɪɭ.

22 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ

ɧɟɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨ-

ɜɨɸ.

23 Em

ee res

ects

uest’s

resence when interactin

with

other colleagues.

ɉɿɞ ɱɚɫ ɜɡɚɽɦɨɞɿʀ ɩɪɚɰɿɜɧɢɤɚ ɡ ɣɨ-

ɝɨ ɤɨɥɟɝɚɦɢ ɩ

ɚɰɿɜɧɢɤ ɩɨɜɚɠɚɽ

ɩɪɢɫɭɬɧɿɫɬɶ ɝɨɫɬɹ.

24 Em

ee must be attentive to the

guest’s needs at all times.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛ

ɬɢ ɤɨɠɧɨɝɨ

ɪɚɡɭ ɭɜɚɠɧɢɣ ɞɨ ɩɨɬɪɟɛ ɝɨɫɬɹ.

GUEST SERVICES ɈȻɋɅɍȽɈȼɍȼȺɇɇə ȽɈɋɌȿɃ

STANDARDS — GUEST SERVICES ɈȻɋɅɍȽɈȼɍȼȺɇɇə ȽɈɋɌȿɃ

1 Answer the tele

hone must be

within 3 rings or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ

ɚɛɨ 10 ɫɟɤ.

408

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — GUEST SERVICES ɈȻɋɅɍȽɈȼɍȼȺɇɇə ȽɈɋɌȿɃ

2 The em

ee answer the

hone

with the a

riate

reetin

mornin

/afternoon

)

and identif

the department.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɩɨɜɿɞɚɽ ɧɚ ɬɟɥɟɮɨɧ-

ɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɬɚɧ-

ɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɢɣ ɞɟɧɶ

)

ɿ ɧɚɡɢɜɚɽ ɜɿɞɞɿɥ.

3 Em

ee ascertains

uest’s name

and use throu

hout conversations

(if known).

ɉɪɚɰɿɜɧɢɤ ɡ’ɹɫɨɜɭɽ ɿɦ’ɹ ɝɨɫɬɹ ɿ ɡɜɟɪ-

ɬɚɽɬɶɫɹ ɩɨ ɿɦɟɧɿ ɩɿɞ ɱɚɫ

ɨɡɦɨɜɢ

(ɹɤɳɨ ɿɦ’ɹ ɜɿɞɨɦɟ).

4 Guest does not left holdin

for more

than 30 seconds on the telephone.

ɚɰɿɜɧɢɤ ɧɟ ɡɚɥɢɲɚɽ ɝɨɫɬɹ ɧɚ

ɡɜ’ɹɡɤɭ ɛɿɥɶɲɟ 30 ɫɟɤ.

5 Before

uest a

roached des

ee should acknowled

guest within 30 seconds.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɩɿɡɧɚɬɢ ɝɨɫɬɹ

ɨɬɹɝɨɦ 30 ɫɟɤ. ɇɚ ɩɿɞɯɨɞɿ ɝɨɫɬɹ

ɞɨ ɪɟɰɟɩɰɿʀ.

6 Em

reets

uest in a warm

and friendly manner.

ɉɪɚɰɿɜɧɢɤ ɜɜɿɱɥɢɜɨ ɿ ɞɨɛɪɨɡɢɱɥɢ-

ɜɨ ɜɿɬɚɽ ɝɨɫɬɹ.

7 Em

ee must have immediate

access to taxi service/car hire.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɦɚɬɢ ɧɟɝɚɣɧɢɣ

ɞɨɫɬɭɩ ɞɨ ɩɨɫɥɭɝ ɬɚɤɫɿ/ɧɚɣɦɭ ɦɚ-

ɲɢɧɢ.

8 Em

ee must be able to offer a

restaurant recommendation.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɡɚɩɪɨɩɨɧɭɜɚ-

ɬɢ ɪɟɫɬɨɪɚɧɭ.

9 Em

ee activel

romotes hotel

restaurant facilities.

ɉɪɚɰɿɜɧɢɤ ɚɤɬɢɜɧɨ ɩɪɨɩɨɧɭɽ ɩɨ-

ɫɥɭɝɢ ɝɨɬɟɥɶɧɨɝɨ ɪɟɫɬɨɪɚɧɭ.

10 The employee automatically offers

to make an

restauran

reservations on the guest’s behalf.

ɚɰɿɜɧɢɤ ɨɞ

ɚɡ

ɨɩɨɧ

ɽ ɜɿɞ

ɿɦɟɧɿ ɝɨɫɬɹ ɡɪɨɛɢɬɢ ɛɭɞɶ-ɹɤɟ ɡɚ-

ɦɨɜɥɟɧɧɹ ɜ ɪɟɫɬɨɪɚɧɿ.

11 The em

ee must be

knowled

eable re

ardin

nearb

laces of interest

(

i.e. theatre,

tourist sights, sporting activities).

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛ

ɬɢ ɨɛɿɡɧɚɧɢɦ

ɫɬɨɫɨɜɧɨ ɜɢɡɧɚɱɧɢɯ ɦɿɫɰɶ ɪɨɡɬɚɲɨ-

ɜɚɧɢɯ ɩɨɛɥɢɡ

ɝɨɬɟɥɸ

(

ɬɚɤɿ ɹɤ ɬɟɚɬ

ɢ,

ɬɭɪɢɫɬɢɱɧɿ ɦɿɫɰɹ, ɨɛ’ɽɤɬɢ ɫɩɨɪɬɭ).

12 Em

ee has to be able to assis

with onward travel arran

ements

(i.e. flights, taxi, boat).

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɧɚɞɚɬɢ ɞɨɩɨ-

ɦɨɝɭ ɡ ɩɿɞɝɨɬɨɜɤɢ ɩɨɞɚɥɶɲɨʀ ɬɭ-

ɢɫɬɢɱɧɨʀ ɩɨɞɨ

ɨɠɿ

(

ɩɟ

ɟɥɶɨɬɢ,

ɬɚɤɫɿ, ɩɨʀɡɞɤɚ ɧɚ ɤɨɪɚɛɥɿ).

13 Concier

e desk has an u

to date

supply of brochures.

ɇɚ ɫɬɨɥɿ ɤɨɧɫɶɽ

ɠɚ ɩɨɜɢɧɧɿ ɛ

ɬɢ

ɛɪɨɲɭɪɢ.

409

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

STANDARDS — GUEST SERVICES ɈȻɋɅɍȽɈȼɍȼȺɇɇə ȽɈɋɌȿɃ

The em

ee offers accurate

directions with a com

limentar

map of surrounding area.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɩɨɹɫɧɢɬɢ ɬɨɱ-

ɧɢɣ ɦɚ

ɪɭ

ɬ ɬɟ

ɢɬɨ

ɿʀ ɩɨɛɥɢɡ

ɝɨɬɟɥɸ ɡ ɩɨɜɧɨɸ ɫɯɟɦɨɸ.

All messa

es/faxes/re

uested items

delivers within 15 minutes.

ɍɫɿ ɩɨɜɿɞɨɦɥɟɧɧɹ,

ɚɤɫɢ, ɧɟɨɛɯɿɞɧɿ

ɪɟɱɿ ɞɨɫɬɚɜɥɹɸɬɶɫɹ ɭɩɪɨɞɨɜɠ 15 ɯɜ.

16 All written information is clear,

ible and

resented on hotel

paper.

ɍɫɹ ɿɧ

ɦɚɰɿɹ ɩɨɞɚɧɚ ɡɚɩɢɫɨɦ

ɩɨɜɢɧɧɚ ɛ

ɬɢ ɡ

ɨɡ

ɦɿɥɨɸ, ɱɿɬɤɨɸ

ɿ ɩɪɟɞɫɬɚɜɥɟɧɚ ɧɚ ɮɿɪɦɨɜɨɦɭ ɩɚ-

ɩɟɪɿ ɝɨɬɟɥɸ.

17 Em

ee makes ever

effort to

assist the guest’s requirements.

ɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɞɨɤɥɚɫɬɢ

ɫɿɯ

ɡɭɫɢɥɶ, ɳɨɛ ɧɚɞɚɬɢ ɞɨɩɨɦɨɝɭ ɡɝɿ-

ɞɧɨ ɩɨɛɚɠɚɧɶ ɤɥɿɽɧɬɚ.

18 All requests have to be met. ɍɫɿ ɩɨɛɚɠɚɧɧɹ ɩɨɜɢɧɧɿ ɛɭɬɢ ɡɚɞɨ-

ɜɨɥɟɧɿ.

The em

ee refrains fro

referrin

the

uest to an

othe

department.

ɉɪɚɰɿɜɧɢɤ ɭɬɪɢɦɭɽɬɶɫɹ ɜɿɞ ɫɤɟɪɭ-

ɜɚɧɧɹ ɝɨɫɬɹ ɞɨ ɛ

ɞɶ-ɹɤɢɯ ɿɧɲɢɯ

ɜɿɞɞɿɥɿɜ.

20 Em

ee maintains a neat an

organized working area at all times.

ɚɰɿɜɧɢɤ ɩɨɫɬɿɣɧɨ ɩɿɞɬ

ɢɦ

ɨɯɚɣɧɢɣ ɿ ɩɪɢɜɚɛɥɢɜɢɣ ɜɢɝɥɹɞ ɪɨ-

ɛɨɱɨɝɨ ɦɿɫɰɹ.

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

21 The em

ee must be dressed in

a clean,

ressed and com

lete

uniform.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɨɞɹɝɧɟ-

ɧɢɣ ɭ ɱɢɫɬɢɣ, ɜɢɩɪɚɫɭɜɚɧɢɣ, ɩɨ-

ɜɧɢɣ ɤɨɦɩɥɟɤɬ ɭɧɿɮɨɪɦɢ.

22 Em

ee’s shoes are of a

corporate standard.

ȼɡɭɬɬɹ ɩɪɚɰɿɜɧɢɤɿɜ — ɤɨɪɩɨɪɚɬɢ-

ɜɧɨɝɨ ɫɬɚɧɞɚɪɬɭ.

All em

ees wear name bad

(if applicable).

ɍɫɿ ɩ

ɚɰɿɜɧɢɤɢ ɜɢɤɨ

ɢɫɬɨɜ

ɸɬɶ

ɿɞɟɧɬɢɮɿɤɚɬɨɪɢ (ɹɤɳɨ ɧɟɨɛɯɿɞɧɨ).

24 The employee must be well groomed. ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɛɭɬɢ ɞɨɝɥɹɧɭɬɢɣ.

25 The em

ee maintains e

contact with the guest.

ɉɪɚɰɿɜɧɢɤ ɩɿɞɬɪɢɦɭɽ ɡɨɪɨɜɢɣ ɤɨɧ-

ɬɚɤɬ ɡ ɝɨɫɬɟɦ.

26 The em

ee smiles and exhibits

a friendly manner.

ɉɪɚɰɿɜɧɢɤ ɩɨɫɦɿɯɚɽɬɶɫɹ ɿ ɩɪɨɹɜ-

ɥɹɽ ɜɜɿɱɥɢɜɿɫɬɶ.

410

ɉɪɨɞɨɜɠɟɧɧɹ ɞɨɞ. ȼ

THE EMPLOYEE: ɉɊȺɐȱȼɇɂɄ:

27 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

28 Em

ee must res

ect

uest’s

resence when interactin

with

other colleagues.

ɉɿɞ ɱɚɫ ɜɡɚɽɦɨɞɿʀ ɩɪɚɰɿɜɧɢɤɚ ɡ ɫɩɿɜ-

ɪɨɛɿɬɧɢɤɚɦɢ ɩɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɬɨ-

ɥɟ

ɚɧɬɧɨ ɩɨɜɨɞɢɬɢɫɶ

ɢɫ

ɬɧɨɫɬɿ

ɝɨɫɬɹ.

SWITCHBOARD ɌȿɅȿɎɈɇȱɋɌ

STANDARDS -WAKE UP CALLS:

ɋɌȺɇȾȺɊɌɂ —

ɊȺɇɄɈȼȱ ȾɁȼȱɇɄɂ:

1 The tele

hone must be answere

within 3 rings or 10 seconds.

ȼɿɞɩɨɜɿɞɶ ɧɚ ɬɟɥɟ

ɨɧɧɢɣ ɞɡɜɿɧɨɤ

ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɨɞɨɜɠ 3 ɞɡɜɿɧɤɿɜ

ɚɛɨ 10 ɫɟɤ.

2 The em

ee answers the

hone

with the a

riate

reetin

ood evenin

and identif

the

department.

ɉɪɚɰɿɜɧɢɤ ɜɿɞɩɨɜɿɞɚɽ ɧɚ ɬɟɥɟɮɨɧ-

ɧɢɣ ɞɡɜɿɧɨɤ ɡ ɜɿɞɩɨɜɿɞɧɢɦ ɜɿɬɚɧ-

ɧɹɦ

(

ɞɨɛ

ɨɝɨ

ɚɧɤ

/ɞɨɛ

ɢɣ ɞɟɧɶ

)

ɿ ɧɚɡɢɜɚɽ ɜɿɞɞɿɥ.

3 Em

ee use the

uest’s name a

least once during the conversation.

ɉɪɚɰɿɜɧɢɤ ɡɜɟɪɬɚɽɬɶɫɹ ɞɨ ɝɨɫɬɹ ɩɨ

ɿɦɟɧɿ ɩ

ɢɧɚɣɦɧɿ ɨɞɢɧ

ɚɡ ɩɿɞ ɱɚɫ

ɪɨɡɦɨɜɢ.

4 Em

ee re

eats back details

(

room/time

)

to ensure correc

understanding.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɬɨɪɸɽ ɞɟɬɚɥɿ (ɧɨ-

ɦɟɪ/ɦɿɫɰɟ), ɳɨɛ ɜɩɟɜɧɢɬɢɫɶ ɭ ɞɨ-

ɫɬɨɜɿɪɧɨɦɭ ɪɨɡɭɦɿɧɧɿ.

5 The caller wish the

uest a

night.

Ɍɟɥɟɮɨɧɿɫɬ ɛɚɠɚɽ ɝɨɫɬɸ ɫɩɨɤɿɣɧɨʀ

ɧɨɱɿ.

6 The em

ee’s s

eech must be

clear and audible.

Ɇɨɜɚ ɩ

ɚɰɿɜɧɢɤɚ ɩɨɜɢɧɧɚ ɛ

ɬɢ

ɡɪɨɡɭɦɿɥɚ.

7 The em

ee must have a

workin

knowled

e of the En

lish

language.

ɉɪɚɰɿɜɧɢɤ ɩɨɜɢɧɟɧ ɜɨɥɨɞɿɬɢ ɧɚ ɧɟ-

ɨɛɯɿɞɧɨɦɭ ɪɿɜɧɿ ɿɧɨɡɟɦɧɨɸ ɦɨɜɨɸ.

8 The em

ee is

olite, cordial

and hel

ful whilst ascertainin

information with re

ards to the

wake up call.

ɉɿɞ ɱɚɫ ɡ’ɹɫɭɜɚɧɧɹ ɿɧɮɨɪɦɚɰɿʀ ɫɬɨ-

ɫɨɜɧɨ

ɚɧɤɨɜɨɝɨ ɞɡɜɿɧɤɚ ɩ

ɚɰɿɜɧɢɤ

ɽ ɜɜɿɱɥɢɜɢɦ, ɳɢɪɢɦ, ɥɸɛ’ɹɡɧɢɦ.