Tourism and Hospitality
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Case studies
Visit the hotel in Work Worlds
to help with completing these tasks.|
You are working on the bell desk in your
hotel one evening. A guest calls to ask if you can recommend and book a
half-day tour for the following day. They would also like your advice on local
shopping. The guest is about to go out so they would like you to leave a note
confirming the details. This guest also mentions that they need some
photocopying done and a fax sent to their office. They will leave these
documents with you on their way out. Right now you have a family group arrive.
You need to welcome them to the hotel, take their luggage and deliver it to
their rooms. Show how you would provide high quality service to these
customers. |
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The luggage room system is bit haphazard. Write down some ideas for the storage of luggage and for handling group luggage on arrival and departure. Photocopy your suggestions for discussion with your colleagues. Complete a special section on safety and security issues.
Welcome a guest to your establishment, handle their luggage and escort them to their room. Outline establishment facilities, room features and local activities.
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