Hotel Front Desk Job Description

 

Employed by motels, hotels and resorts, these front desk agents are responsible for (1) ______. They not only greet and register the guests when they come in, but also assign rooms, (2) _______ in safe deposit boxes, issue room keys, make welcome calls, issue discount cards,

 

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pamphlets, (3) _______ from customers, etc. They are also responsible for mentioning all the rules and regulations of the hotel, when a client checks in.

 

The front desk agent is also responsible for collecting payments from guests, (4) _____, making electronic reservations, respond to e mails, maintain hotel room inventory, etc. They are also expected to patiently answer all the queries of the guests and (5) _____, to give the guests maximum customer satisfaction. Moreover, overseas clients often give their loved ones (6) _____. The job of the front desk executive is to transfer calls to the guests and if they are unavailable, to make a note of the caller and (7) ______ when he or she returns.

 

A front desk executive also needs (8) _____ regarding the part of the day, when the room is vacated by the guest, so that they can clean up the room. At times guests would wish (9) ______, which might require considerable effort to fit in their requirements in a busy season. Doing this smoothly will certainly win the praises of the guests.

 

Often guests (10) _____ to move in and around the city. The front desk agent is to help them with the travel arrangements. They also (11)

 

______ about the city and the best places to visit. In fact, the front desk job description depends mainly on the hotel. There are some hotels that believe in delivering (12) ______. They ask their front desk agents to help their guests in every way possible. Some may be even asked (13)

 

_______, deliver champagne, remind the guests of their appointments in the city, etc.

 

10. Прочитайте текст. Преобразуйте слова в конце строк, напечатанные заглавными буквами, так, чтобы они грамматически и лексически соответ ствовали содержанию текста. Письменно переведите текст на русский язык.

 

How to Run a Good Front Desk

 

In a receptionist  position, a person is

 

responsible for running the front desk smoothly

 

and efficiently while (1) _______ the REPRESENT

 

company. After all, the (2) ______ person you      ONE

 

see when you walk into a business usually is the

 

receptionist. In being an effective receptionist,

 

a person (3) _______needs to possess a strong       NEED

 

grasp on administrative and clerical skills and

 

interpersonal (4) _________.                                      COMMUNICATE

 

 

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Instructions

 

1. Know your way around a computer. To run the

 

front desk, a person needs the ability to navigate a

 

computer (5) ______. A lot of being a receptionist GOOD

 

involves answering emails, printing up weekly

 

agendas and distributing notices to staff members.

 

Some programs that are (6) ______ for receptio    USE

 

nists to know include Microsoft Word, Office,

 

PowerPoint, Excel, QuickBooks and Access.

 

Typing (7) ______ and with accuracy is also a plus. QUICK

 

2. Tackle problems head on. A large part of

 

being an effective receptionist knows how to

 

handle problems (8) ______ and in a timely           EFFICIENT

 

manner. Quick critical thinking skills are a

 

must have, whether you need to handle a

 

printer paper jam or your boss being late for a

 

critical (9) ______ in another city.                             MEET

 

3.   Communicate effectively with others.

 

Working front desk is an ideal position for people

 

that possess (10) ______, bright personalities and FRIEND

 

strong interpersonal skills. The job is certainly

 

not for the antisocial. To be a receptionist, you

 

need to be able to communicate clearly and

 

(11) ______ with other people. It is also vital to     CONCISE

 

always maintain a composed, relaxed and

 

professional demeanour, no matter how hectic

 

or (12) _______ you might be.                                   OVERWHELM

 

4. Use the telephone like a pro. At the front

 

desk, the telephone needs to be your best friend.

 

Receptionists spend a big chunk of the day on

 

the phone, whether (13) ______ down messages   TAKE

 

for the boss, directing callers to staff members’

 

individual lines or (14) _____ conference calls.      SET UP

 

To work the phone properly, a receptionist

 

needs to always speak in a polite tone, avoid          EAT

 

(15) _____ while talking, refrain from using

 

poor language and show a genuine concern in

 

assisting the person on the other end of the line.

 

 

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5. Display a keen sense of organization.

 

(16) ________ skills are essential for operating      ORGANAZE

 

the front desk well. Being a receptionist is all

 

about multi tasking. Sometimes, you may be

 

responsible for handling a dozen things at a

 

time, from keeping someone on hold to

 

speaking with someone waiting for an

 

(17) _______ to sending out faxes and typing        APPOINT

 

up invoices. The position can be chaotic, but a

 

(18) ______ receptionist needs to have the SKILL ability to handle it with ease.

 

11. Прочитайте текст. Установите соответствие между заголовками и содержанием. Письменно переведите текст на русский язык.

 

A. Administrative Duties                  D. Check In

 

B. Billing and Checkout                    E. Customer Service

 

C. Communication

1. Front desk clerks greet guests upon arrival to the hotel, access their in formation in the computer system, retrieve their reservation informa tion, secure a credit card for incidental expenses and provide guests with their keys.

2. In some hotels, front desk clerks serve as the intermediaries between guests and other departments in the hotel, relaying requests to the bell captain, valets and housekeeping.

3. Front desk clerks answer telephones, schedule reservations and trans fer callers to guest rooms. They also take messages and distribute mail both to guests and employees of the hotel.

4. Front desk clerks answer guests’ questions concerning hotel facilities and the hotel’s surrounding areas. They also provide assistance in handling customer complaints, involving management as necessary. Sometimes they make reservations for entertainment and dining on behalf of guests as well.

5. Front desk clerks often compile bills for hotel stays and handle checkout, where they accept final payment and ensure that keys are returned.

 

12. Письменно переведите предложения на английский язык, используя словарь.

 

К Стойка регистрации, как правило, находится в центральном холле гостиницы.

 

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Стойку ресепшен часто называют стойкой регистрации или ад министратора – за ней располагается обычно один или несколь ко сотрудников гостиницы, которые готовы ответить на любой вопрос гостей, однако главная их обязанность встречать посто яльцев и заботиться об их размещении.

Администратор обеспечивает работу по эффективному и куль турному обслуживанию клиентов, созданию для них комфорт ных условий.

В небольших отелях администратор выполняет также обязанно сти кассира, т.е. ведет расчет с клиентами.

В последнее время достаточно популярной услугой стало бро нирование номеров гостиницы через Интернет.

Сотрудники ресепшен осуществляют контроль над своевремен ной подготовкой номеров к приему прибывающих в гостиницу, соблюдением чистоты в гостинице, регулярной сменой белья в номерах, сохранностью имущества и оборудования.

Администратор информирует проживающих о дополнительных платных услугах, принимает заказы на их выполнение и контро лирует их исполнение.

На ресепшен можно получить устные справки, касающиеся гос тиницы, расположения городских достопримечательностей, зрелищных, спортивных сооружений и т.д.

Консьерж оказывает различные услуги: помогает гостям зака зывать экскурсии и приобретать билеты на спектакли, советует посещение местных достопримечательностей, информирует об увеселительных программах, аренде автомобиля, заказывает столик в ресторане и т.д.

Подносчик багажа помогает гостю донести багаж, провожает в номер, объясняет работу оборудования, находящегося в номере, желает приятного пребывания в гостинице.

в Практика устной речи. Составьте диалог между сотрудником ресепшен и стажером практикантом гостиницы. Сотрудник рассказывает о ходе про цедуры регистрации и выписки постояльцев, стажер практикант задает уточняющие вопросы.

 

 

U N I T          1 3

 

Hotel Housekeeping

 

Hotel housekeeping is a complex operation. A lot of staff will usually beworking within the hotel because when selecting the best hotel for a vacation, most people will assess not only the location, the size of the rooms, but also the hotel amenities, standards of cleanliness, hotel guests’ reviews, etc. The exact number of housekeeping staff depends on the size of the property. The housekeeper is responsible for all of these staff, and their job includes recruiting, dismissing, training and supervising them, as well as drawing up shift rotas and determining the salary for each of them. It is also the responsibility of the housekeeper to discipline any members of staff if necessary.

 

The hotel housekeeper is in charge of keeping an assigned number of rooms clean. This includes a variety of services depending on the type of the room. For a standard occupied room, this will involve basic cleaning duties. For a room where the guests have just checked out, the job is more difficult and involves turning over nearly everything in the room. A check out room must be so neat and clean that the new guests cannot tell that another family may have vacated the room only a few hours earlier.

 

The specific duties of a housekeeper may vary from one hotel to the next, but junior staff of the housekeeping department usually have standard responsibilities. The first is making beds. A good hotel cleaner should be able to make each bed in about a minute. Unless there are obvious stains, sheets and pillowcases are rarely changed daily. The average amount of time for sheets to be left unchanged is three days. However, in luxury hotels sheets are changed daily. The number of sheets and pillows on the bed can also vary. While a standard hotel bed has a bottom sheet, top sheet, blanket and comforter, nicer hotels will have a sheet both beneath and on top of the blanket. Some less expensive hotels may not have a blanket at all. Hotel beds are typically made with the comforter covering the entire bed and are almost always made this way when guests first check in. However, during a guest’s stay, the comforter may only be neatly folded at the bottom of the bed.

 

 

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Next, the hotel cleaner must refresh any amenities in the room. Small touches such as closing the doors of a television cabinet can give a room a finished look very quickly. If there is a porch or balcony, this should be swept and any ashtrays need to be emptied.

 

Lastly, the trashcans in the rooms will be emptied, and the carpets swept. Moving on to the bathroom, the hotel cleaner will wipe down the tub, toilet, sink and counter. Towels will be changed and amenities will be refreshed. In a check out room, the bathroom is cleaned more thoroughly with a variety of cleaning agents, usually including bleach. Small touches such as carefully folded towels are important here. Each hotel has its own preferred method for folding and placing the towels. The toilet paper must be folded to a neat point as well. In some hotels, the tip of the toilet paper is even pressed with a stamp featuring the hotel’s logo or name.

 

Hotels with minibars and turndown service usually leave these specific tasks to separate members of the staff as well.

 

Though the typical hotel cleaner is responsible for a number of hotel rooms, there are many other important roles in the housekeeping team at most hotels. In larger hotels, there is usually a house person for each floor or section. This person is responsible for emptying the dirty linens and trash in housekeepers’ carts and refilling their towels and amenities when needed. The house person is also responsible for vacuuming hallways, dusting banisters and areas on the floor. Another member of the housekeeping staff is usually assigned to the lobby area. In large hotels this can include the check in area, pool, fitness center, childcare center, laundry facility and a variety of other areas. Lobby hotel cleaners usually make their rounds through these areas several times throughout the day. If a guest calls for special amenities such as a microwave or crib, or other items that are not typically left in the room such a toothbrush, sewing kit or matches, these are often provided by another hardworking member of the housekeeping staff, sometimes called a runner.

 

 

Vocabulary list

 

housekeeping уборка помещений

 

to assess оценивать

 

amenities удобства

 

review отзыв

 

to be in charge of отвечать за

 

to vary различаться

 

to assign назначать

 

to include включать

 

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variety разнообразие

 

occupied занятый

 

to involve вовлекать, включать

 

duty обязанность

 

neat аккуратный

 

to vacate освобождать

 

sheet простыня

 

pillowcase наволочка

 

blanket одеяло

 

comforter покрывало

 

to cover накрывать

 

to fold складывать

 

to refresh освежать

 

ashtray пепельница

 

to empty опустошать

 

to sweep (swept, swept) подметать

 

trashcan мусорная урна

 

carpet ковер

 

to wipe down вытирать

 

tub ванна

 

bleach отбеливатель

 

towel полотенце

 

crib детская кроватка

 

sewing kit набор для шитья

 

runner посыльный

 

1. Прочитайте и переведите текст.

 

В.В. Определите, какие из утверждений соответствуют содержанию текста (True), какие не соответствуют (False).

Lobby housekeepers usually make their rounds through public areas se veral times a day.

When selecting the best hotel for a vacation, most people will assess lo cation, the size of the rooms, hotel facilities and reviews.

A check out room must be so neat and clean that the new guests can tell that another family may have vacated the room only a few hours ear lier.

The hotel housekeeper is responsible for keeping an assigned number of rooms clean.

A good housekeeper should be able to make each bed in about one mi nute.

Some inexpensive hotels may not have a blanket at all.

A runner provides guests with special amenities such as a crib or some other items.

 

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и Дайте развернутые ответы на следующие вопросы:

What is the housekeeper in charge of?

Why is a check out room cleaning considered to be the most difficult one?

What are housekeeper’s duties?

In what way may the specific duties of a housekeeper vary from one ho tel to another?

What small touches can give a room a finished look?

In what case are the linen changed daily?

What is a house person responsible for?

Who is also responsible for vacuuming hallways, dusting banisters and areas on the floor?

What do lobby housekeepers do?

 

10. Who provides the guests of the hotel with the items that are not usuallyleft in the room such a toothbrush, sewing kit or matches?

 

Переведите на русский язык следующие выражения:

1) complex operation

2) hotel amenities and reviews

3) a variety of services

4) to involve basic cleaning duties

5) neat and clean

6) changed daily

7) average amount of time

8) refresh any amenities

9) folding and placing the towel

10) laundry facility

Найдите в тексте английские эквиваленты следующих выражений и со ставьте с ними свои собственные предложения:

 

1) учитывать место расположения

 

2) уборка практически всего номера

 

3) заметные пятна

 

4) застилать покрывалом

 

5) у подножия кровати

 

6) незначительные моменты

 

7) опустошить пепельницу

 

8) разгрузка и загрузка тележек

 

9) на протяжении всего дня

 

10) сотрудники хозяйственных служб

 

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Совместите слова из левой колонки с их значением из правой колонки:

 

1) recruit

 

2) duties

 

3) sewing kit

 

 

4) crib

 

 

a) things that you have to do as part of your job

 

b) to get someone to work in a company or join anorganization

 

c) things, especially valuable things, that are owned bysomeone

 

d) a period of work time in a factory, hotel, hospital, orother place where some people work during the day and some work at night

 

5) property   e) a set of a needle and thread for repairing something

 

6) shift           f) a bed for baby

 

7. Заполните пропуски в предложениях подходящими по смыслу словами и словосочетаниями.

 

recruit  sewing kit  property   duties  crib  shifts

 

A hotel (1) ______ includes six threads, six sewing pins, one safety pin and two buttons in the plastic box.

(2) ______ and additional beds are available free of charge for children of up to 12 years of age.

Every hotel, at some point in time, will have to (3) _______ new staff.

 

Housekeepers are expected to work in (4) ______, either morning or night.

 

One of the main (5) _______ of hotel room attendants is to prepare the hotel room’s bed for the guest.

The rules and regulations are put in place to keep hotel guests and em ployees safe and protect hotel (6) _______ from damage.

 

2. Дополните на основе текста следующие предложения.

Another member of the housekeeping staff _________ to the lobby area.

Unless there are obvious stains, _________ are rarely changed daily.

Hotels with minibars and __________ usually leave these specific tasks to separate members of the staff.

Lastly, the trashcans in the rooms _________ and the carpets swept.

Small touches such as _________ are important here.

 

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11. It is also the responsibility of the housekeeper _________ if neces sary.

12. The number of _________ on the bed can also vary.

6. Прочитайте и письменно переведите текст. Расскажите об особенностях работы персонала хозяйственных служб.