Mother Teresas Poem

People are often unreasonable, illogical and self

centered;
Forgive them anyway.
If you are kind, people may accuse you of selfish,
ulterior motives;
Be kind anyway.
If you are successful, you will win some false friends
and some true enemies;
Succeed anyway.
If you are honest and frank, people may cheat you;
Be honest and frank anyway.
What you spend years building, someone could
destroy overnight;
Build anyway.

Mother Teresas Poem

If you find serenity and happiness, they may
be jealous;
Be happy anyway.
The good you do today, people will often
forget tomorrow;
Do good anyway.
Give the world the best you have, and it may
never be enough;
Give the world the best you've got anyway.
You see, in the final analysis, it is between
you and your God;
It was never between you and them anyway.

Problem Solving - BE A PROBLEM SOLVER.

Even a menial problem of a guest

which is solved by the staff of the
property would leave a great
impression for his stay.

Simulation

At the Front Desk

Guest: Front Desk? Id like to
speak with the Front Desk
Manager.
Front Desk Manager: Good
morning Maam/Sir. Im the
Front Desk Manager. How may
I help you?

At the Front Desk

Guest: I have ordered for a
Mediterranean pizza for my
lunch. However, the room
service delivered a salad. How
did this happen?
Front Desk Manager: We are
sorry about that Maam/Sir.

At the Front Desk

Guest: I made it clear over the
phone that Id like to have pizza for
lunch. I even repeated my order to
the attendant.
Front Desk Manager: Maam/Sir our
record shows that there was a
miscommunication between the
Front Office and the Food and
Beverage Department. I do
apologize Maam/Sir.

At the Front Desk

Guest: I would like you to call
the attention of your
employees who are
responsible for this.
Front Desk Manager: Rest
assured we will consider your
feedback.

At the Front Desk

Guest: Im very disappointed.
Front Desk Manager: For this,
we shall deliver your
Mediterranean pizza free of
charge at your room. I could
also guarantee to you,
Maam/Sir, that this incident will
not happen again. If theres any
problem, please let me know.

Modal Verbs

Definition
Modal Verbs are auxiliary
verbs used to express
courtesy, necessity,
probability, preference,
expectation, advisability, and
ability.

Ten Modal Verbs

Can

Would

Could

Shall

May

Should

Might

Must

Will

Ought

to

Common Expressions

Can
Can you speak English?
Yes, I can assist her/him now.
Could
Could you sign your name?
I could book this flight if you
wish to.

Common Expressions

May
May I help you?
May I make a phone call?
Will
I will send some right away.
I will make the travel
arrangements.

Common Expressions

Would
Would you like coffee or tea?
I would like to inform you
Shall
Shall I help you? (British)
Shall we begin?

Common Expressions Using Modal

Verbs

When offering help

May

I help you?
Can I give you a hand?
Would you like some help?
May I offer my assistance?

When asking for help

Can

you help me please?

Would you mind helping me out?
Could you give me a hand?
Could you help me, please?

Expression of Courtesy
Could

I have your number, please?

You may use our telephone.
Would you mind opening the
window?
May I help you?
Can I offer you a drink?

Expression of Necessity
You

must fill out this form.

You have to take a different route.
You must leave the key before
checking out.
Youve ought to renew your
passport.
You should make an early
reservation.

Checking in
R: Welcome to Do Re Mi! How may I
help you?
G: We have a reservation for a double
room for one week.
R: May I have your name, please?
G: My name is Josephson. That's J-O-SE-P-H-S-O-N.
R: Could you sign your name here, Mr.
Josephson? This is your keycard. You
will be in Room 1112.

Making Request
R: Front desk. May I help you?
G: Yes. This is Room 211 May I have some
extra towels please?
R: Sure. I will send some up right away.
G: Great! Oh, I'd like a wake-up call tomorrow
morning, please.
R: Certainly. What time would you like us to
call you?
G: Umm... 7 a.m. would be fine.
R: Sure.
G: Thanks a lot.
R: You're welcome. We are happy to serve you.