Pag. 56          Worbook

MAJESTIC HOTEL DAVOS

Switzerland

Dear Ms Bowen Lyons

Thank you for your letter, where you request two adjoining senior suites for your client for five night from 17-21 February inclusive.

We are pleased to be able yo offer two senior suites with half board for the dates requested at 950 SwF per night. All our senior suites are on the top floor and overlook the ski slopes. We will do our utmost yo ensure that the two suites are adjoining. However, we must point out that during these dates all our other senior suites will also be occupied.

As your clients do not  take advantage of our hotel bus we can arrange with the local limosine car service to collect them from the railway station when we have confirmation of their time of arrival. However, the contract will be with the car service and not with the hotel and therefore your cient will be requiered to settle directly with  the limousine servive on arrival.

Our ski desk will arrange all paragliding and snow-boarding sessions with your clients on arrival so that they will have the greatest flexibility when organising their shedules. The ski desk can also issue lift passes for the five days at 172 S wF per person. There is a slight reduction for child passes, that is children under 14 year of age.

We requiere confirmation of the booking within 48 hours and credit card particulars to reserve the rooms. In the event of a no-show the cilent will be charged accommodation for the frist night.

We  enclose  copies of our brochure, as requested.

With all best wishes

Your sincerely

Sarahi Fuentes

Reservations Manager.

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.

Writing 2    Pag  48

A STAY IN PARADISE

This secluded holiday complex is within easy reach of the rocky bay and the sea. There are four floodlit tennis courts available to guests and the Sandy Lane Golf Club is just a free-of-charge bas ride away.

Hole Town exudes an easy-going atmosphere ideal situated with its cobbled streets and whitewashed houses. Watch the short world go by from the many welcoming cafe terraces or mouth-watering sample dishes in the restaurants.

TANGIER

Tangier with its colored  bazaars and type architecture provides a taste of the Orient. It has amazing sporting facilities, incluiding golf, tennis and sailing. Watersports can be fully enjoyed along its coats which have gorgeus  beaches. You can try your luck in the fancy casino or windows-shop down the extensive boulevards of the quarter. The fantastic  Mendoubia Gardens, a  huge palace and antiquities are just some of the many attractions that Tangier has to offer