Page 37 - اللغة الإنجليزية

English for Tourism & Hospitality by Prof. Adel AlSheikh 2020/2021

Difficult customer:

a person who is paying to stay at the hotel and is
complaining about part of the service they have
received

I was very worried when my manager said I had to deal with the
difficult customer.

Employee:

Someone who is hired to perform duties for an
employer, and is given set roles and responsibilities
to carry out

I was so pleased at becoming employee of the month; it showed
that my boss appreciated how hard I had worked.

Golden rule:

A term often used when giving staff instructions on
their roles and responsibilities. It is the most
important thing to remember about their job

Housekeeping said the golden rule to keeping this customer
happy was to make sure he had plenty of fresh towels.

Interact:

Communicate with or without speaking
Learning how to interact with customers is a really
important part of working with the public.

Open body language:

The methods someone uses to stands or sits in a
relaxed pose, with uncrossed legs and arms, to show
a person that they are approachable and friendly

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