○  大酒店前厅部外籍大堂经理发言稿  ○

or one of the best hotels in wenzhou – “dynasty hotel”, till now, i have worked for seven months, from a management trainee to an assistant manager now, and lead other three foreign trainees to give the best service to guests from all over the world, especially foreigners.
   　　the main purpose of my work is to provide the foreign guests a good feeling and a suitable service.
   　　normally, we work with two foreigners at the same time so we can always be sure that one of us is available to help and one of us is in the lobby.
   　　mainly other foreign trainees and i work for front office department, but in practice we are also involved with our sales and marketing department and our western restaurant. in order to improve the current standard we have chosen for two approaches: direct or face to face, and indirect.
   　　---- direct (face to face)
   　　this means every direct involvement with the guest from arrival until departure. we help to check in the guest, we introduce ourselves and afterwards we try to serve their needs if there is any question or remark. besides this policy, we also have regular chats with our guests in the lobby bar and the western restaurant. all this we do to detect eventually mistakes / problems as soon as possible so we can react on it right away. we believe that this approach effective, we do not wait for complaints or people that go away for any reason.
   　　---- indirect
   　　this is all task and preparations made in our back office. for eample we help our sales and marketing staff to create new ideas like our christmas decoration. or another eample, we give english lessons to our staffs in the western restaurant and we eplain them the western habit. we noticed these actions help to solve a lot of problems because in the past a lot of inconveniences were caused by miscommunication.
   　　our personalize service
   

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