Pag. 73 

 

Mr. Murray

5, Rolfe Street

London

Dear Mr. Murray

Thank you for your interest in the Frederick Hotel, I ll will be a pleasure let you know the informacion about the description of the facilities and tariffs.

• 17 air-conditioned conference rooms (1400m)
• simultaneous translation/interpreters booths
• 7 seminar rooms
• single and double rooms and suites, all air-conditioned with en-suite facilities
• views over gardens/historica suites
• swimming poo, sauna
• 4 restaurants and bars
• multi-storey car park (240 cars)
• price for 100 delegates (full board + conference facilities) x 3 days = DM72,000

It is a pleasure to serve you, please let me know any doubts or questions you have.Any thing or question please call 9894980, wil be a pleasure to serve.

Thank you for your preference. We are in conctact.

Your Sincerely
FREDERICK HOTEL
Sarahi Fuentes
Sales Magaer

Letter of apology

Mr.  Shapur

I am writing in response to your letter  in which your expressed the bad appalling standard of service at the Heritage Museum Coffee Shop. I have just received your letter and I am shocked to learn what happened.

Thank you for your letter about your complaint, is very important for us what you think. Please accept my deep and sincere apologies.And to assure you that I will do my best to avoid a repeat of what happened.

I ask again I am truly sorry and apologize for the way you were treated and want to assure you that the treatment your received does not reflect the standards and quality of service that we provide and we would like to enclose voucher for free another breakfast . I have spoken with the customer care representative concerned and am confident that this will not happen again. If you feel you still need to discuss this issue further please call me on 222 222 2222.

We have made an error and we take full responsibility for it.

Your faithfully

Sarahi Fuentes

Writing 2       pag 51


Giving a good impression

1. Always dress neatly and tidily. Keep your shoes clean and polished and your clothes well-pressed.
2. Bring your hair decent, not use color extravagant.
3. Always wear the uniform clean and pressing.
4. Always receives a customer with a SMILE.
5. Never talk about one client in front of others.
6. Maintain good eye contact with your client.
7. Be loyal to the company, do not blame other staff for mistakes.
8. Listen  carefuly  and if its necesary, take notes.
9. Be realistic when you're in front of the customer if you know something  be honest.
10.  When you're with your client have a contact eyes.
12. Carry our your promise within the stated time limit.


IMPORTANT:
Another very importart thing NEVER SAY NO, always have another alternative o offer another thing.

Writing 12,    pag 60

FAX
To: Gary Richards
From: L. Atienza, Airport Administration
Date: 19/04

Dear Mr Richards.

I have already read your FAX, and firs until anytthing I do apologize and thank you for tell us everything that you didn't like or your saw wrong.

1. Every 5 hours we are going to send someone from our staff to supervise every check in, and in case that it doesn't work we'll send someone from reception to help in this situation.
2. Things are going to change at the moment you check in you're bag will be weighed in case you have and excess of baggage in that moment you'll pay the extra charge.

3. They'll be faster. because at the moment they give food at the airplane, onche the passengers finish their food the airline hostess will pass trough all the plane with a garbage bag so the passengers can trought their trash and that way It will be easier to clean the plain once they the passengers go.

4. We were using only one because one of those was out of service, but this week we will recieve the other form the workshop.

5. Yes, at the plane door there will be airline hostess, checking that every person only has one cabin baggage, and in the middle of the plane they will be another airline hostess helping the passengers putting it away.

6. We have a lot of flights so its almost impossible to handle thaat, it must that we had some complications with the plane, but what we can do to apologize with you for you're waiting is to give you a bonus of 60 dlls for you're next flight. 

Again thank you so much for sent us your FAX. The opinion of every peron is very important for us.

Your  sincerely,
Sarahi Fuentes
L. Atienza, Airport Administration

UNITT 8      pag. 41

Instructioins for Travellers to India

During  the day temperatures are high and so for comfort we recommend lightweight cotton clothing in preference to synthetic fabrics. Early morning and after sunset can be cold, so you will need a jachet and woollen sweater or cardigan. Although it is usual to change for dinner, smart casual wear is acceptable even in the best hotels, so jacket and tie are optional.

When sightseeing you will find a pair of flat sturdy walking shoes indispensable.

Suitable clothing should be worn when entering temples and other religious buildings. Visitors may not be permitted entrance if they are wearing shorts or have bare shoulders. Woman are advised to wear clothes which  cover both their shoulders and their knees.

It is not permitted to walk through temples or mosques wearing shoes, and occasionally bags and belts must also be left at the entrance. Canvas overshoes are usually provided, for which a small tip of about 5 rupees is customary.