○  酒店前厅部外籍大堂经理发言稿  ○

ou–“dynastyhotel”,tillnow,ihaveworkedforsevenmonths,fromamanagementtraineetoanaistantmanagernow,andleadotherthreeforeigntraineestogivethebestservicetoguestsfromallovertheworld,eeciallyforeigners.
   　　themainpurposeofmyworkistoprovidetheforeignguestsagoodfeelingandasuitableservice.
   　　normally,weworkwithtwoforeignersatthesametimesowecanalwaysbesurethatoneofusisavailabletohelpandoneof

usisintheloy.
   　　mainlyotherforeigntraineesandiworkforfrontofficedepartment,butinpracticewearealsoinvolvedwithoursalesandmarketingdepartmentandourwesternrestaurant.inordertoimprovethecurrentstandardwehavechosenfortwoaroaches:directorfacetoface,andindirect.
   　　direct(facetoface)
   　　thismeaeverydirectinvolvementwiththeguestfromarrivaluntildeparture.wehelptocheckintheguest,weintroduceourselvesandafterwardswetrytoservetheirneedsifthereisanyquestionorremark.besidesthispolicy,wealsohaveregularchatswithourguestsintheloybarandthewesternrestaurant.allthiswedotodetecteventuallymistakes/problemsassoonaspoiblesowecanreactonitrightaway.webelievethatthisaroacheffective,wedonotwaitforplaintsorpeoplethatgoawayforanyreason.
   　　indirect
   　　thisisalltaskandpreparatiomadeinourbackoffice.forexamplewehelpoursalesandmarketingstafftocreatenewideaslikeourchristmasdecoration.oranotherexample,wegiveenglishleotoourstaffsinthewesternrestaurantandweexplainthemthewesternhabit.wenoticedtheseactiohelptosolvealotofproblemsbecauseinthepastalotofinconvenienceswerecausedbymismunication.
   　　ourpersonalizeservice
   　　oneofourgoalsistopersonalizeourservice.wewanttogiveeveryguestapersonalaroachinordertofillallhisorherneedsandwishes.ourtoolinachievingthisisadatabaseinwherewerecordeverythingusefulaboutanindividualguest.wesetupaprofileofeveryguestthatarrivalsinourhotel.inthisprofilewerecordallthepersonalpreferences,wishes,plaintsandproblems,oftheguests.wealsorecordallthepersonal

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