Application Letter

Instructions: Click on the gaps, write the answer in the box and press enter or the Check
button.

Dear

Sir/Madam,

I 1) ________ writing this letter to apply for 2) ________ position of student assistant
that I saw advertised on your website. I 3) ________ interested 4) ________ working 5)
________ 6) ________ teachers' resource library, or 7) ________ 8) ________
accommodation department. I have recently graduated from 9) ________ WSB Business
School 10) ________ Warsaw and received high grades 11) ________ both my English
and Business Courses. In addition, we had to use all of 12) ________ Microsoft Office
programs 13) ________ 14) ________ preparation of our finished assignments, so I 15)
________ able to do most things with computers. Since I was 15 years old I have helped
my father to run his small import-export business. I have been involved 16) ________
helping 17) ________ variety of clients and also 18) ________ general administration of
19) ________ business. In 20) ________ past 2 years I have worked 21) ________ 22)
________ WSB library, helping teachers and students to find and use 23) ________
resources there. This experience has given me 24) ________ ability to deal with 25)
________ needs of all types of people. I have an outgoing, diligent personality and find
that I enjoy 26) ________ challenges of working 27) ________ busy environments. In
addition, my studies and experience have taught me to be accurate and efficient 28)
________ organizing my work so I would be 29) ________ valuable addition to your
school. I look forward to hearing from you.

Yours faithfully

Pawel Minescz

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Front Office

Front-office and guest accommodation services are responsible in many ways for the
customer's first impression of one or another hotel. If not to take into consideration the
descriptions in the guides or in the Internet, front-office service at the hotels is the first
acquaintance of the guest with the place of his/her accommodation.

The personnel engaged in accommodation services in the hotel are: administrators,

porters, booking managers and telephone operator. Not so long ago a relationship
manager, who typically works with VIP-clients, was also included into the front-office
personnel structure.

Each subdivision of front-office service consists of several employees, including chief

manager. Front-office includes booking department, luggage delivery service,
commutation department and cashing department.

The level of salaries for front-office service employees depends on many factors,
including the operator, the seasonality of the hotel and so on. According to the newspaper
<<Vedomosti>> in 2008 in Russia the average level of salaries of front-office service
workers ranged from 10 000 RUR (hall porter) to 20 000 (administrator or front-office
clerk).

Front-office service in small hotel is usually limited to administrator and porter. In this
case, an administrator is responsible for most of the front office services, from receiving
calls to guest reception itself. Porter, in addition to luggage delivery, serves as a
receptionist, showing the client his room and telling the rules of the hotel. Nevertheless,
most of the small hotels (20-30 rooms) are trying to keep the general structure of front-
office and delivery services, having at least one employee for each of them.

As to big hotels, front-office service there is often multilevel and branched. Each
department consists of three to five people, and PR department has one of the leading
roles. Head of front-office service in a big hotel is often subordinated not to a hotel
director, but to a manager, who oversees all the work with clients at the hotel, including
the operation of catering service, chambermaids, floor supervisors. Such merger of
services, which directly contact with guests, is called front-of-the-house.

Work in the front office is extremely fatiguing. Front-office service works in the round-
the-clock mode, with daytime, evening and night shifts. Front-office service specialists
are required to have a good understanding of room booking process and take part in guest
settlement. They should be able to resolve conflicts with customers and often
demonstrate outstanding diplomacy, even in cases, when eccentricity of clients goes
beyond the common sense.

http://www.city-of-hotels.com/165/hotel-services-business/front-office-en.html