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Lesson 1

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Dear Ms. Winters,

Thank you for your letter. Hopefully I can help resolve some of the issues you experienced while staying at our hotel.

As you wrote, your troubles began at night, when you found that our ice machine was empty. Our apologies. We try to run a tight ship, but sometimes things fall through the cracks. I promise to be more vigilant about the ice machine in the future.

After you went back to your room, you began to hear incessant banging coming from the walls and ceiling. Our building is very old, and the walls are thin, so the noises made by other guests were heard clearly. Thank you for your concern; we're currently in the process of soundproofing the room.

Then, objects began to rattle, seemingly of their own volition. At one point, the 36-inch flat screen TV that had been mounted on the wall detached itself from the mount and crashed to the floor. A vase hovered in the air for several seconds before launching itself across the room and hitting the wall just inches from your head. All the while, a low drone filled the room.

Our apologies. That noise is, in fact, the cry of a restless spirit that has haunted the room for nine decades. His name was Gerritt Richards, and he was a hospitality mogul poisoned by his wife when she discovered his infidelity. We call him Gerry.

You mention that no one at the front desk told you that your room was haunted. That is unacceptable, as our standard operating procedure is to inform all of our guests of any ghosts, goblins, or hellhounds that inhabit our rooms. However, the front desk representative you spoke with, Amanda, had recently gone through a very bad breakup and forgot to mention it. We will deal with that issue internally.

By the time you realized what was occurring, you tried to escape, but the door was locked from the inside. That's kind of Gerry's thing. And escape through the window was impossible, as it had been outfitted with bars. That's not Gerry's thing- it's ours. The hotel is in a bad area of the city, and your safety is our top priority.

From there, you hid under the covers. Bad move. Amanda should have told you to draw a chalk circle on the carpet, and to stand inside of it while bringing your arms up to your face, yelling, "YOU SHALL BE NO PART OF ME," but she was very distraught that night. And though it's a big no-no for her to forget to tell you that vital information, her boyfriend broke up with her via a text message, and used an emoji of a stiletto heel to try to bring levity to the situation. You can see the issue here.

What you felt next was Gerry pushing you through a pan-dimensional portal, where the concept of time was irrelevant and you experienced every feasible dimension, where every choice you made branched off into infinite more dimensions, one by one. You mention in your letter that it felt like a literal eternity. Our apologies for any discomfort you may have experienced. Please accept the enclosed $10 Starbucks gift card as recompense.

After living through this "hellscape," as you call it, you remained paralyzed with fear until the next morning, when you checked out. Unfortunately, all of the experiences you had that night are explicitly mentioned in the fine print of the contract you signed, and so I cannot refund your $89. However, because of Amanda's poor customer service, you'll find an enclosed voucher for a free night's stay at the hotel. We hope that the voucher and gift card make up for any poor customer service you may have received, and we look forward to your continued business.

All best,

Tim Richards

General Manager

Good Nite Hotel
Jon Wolper is a writer and journalist living in Washington, D.C. His writing has appeared on McSweeney's Internet Tendency, GQ.com, and several dusty corners of the internet. He tweets here. The Humor Section features a piece of original humor writing each week. To submit, send an email to Brian Boone.

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I Apologize For Your Negative Hotel Experience, by Jon Wolper

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Dear Ms. Winters, Thank you for your letter. Hopefully I can help resolve some of the issues you experienced while staying at our hotel. As you wrote, your troubles began at night, when you found that our ice machine was empty. Our apologies. We try to run a tight ship, but sometimes things fall through the cracks.

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Lesson 2

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Lesson 1

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Lesson 4

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Gordon Spits Out Disgusting Microwaved Food from Lying Chef | Kitchen Nightmares

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Lesson 3 - listening

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Charlie Puth - Attention [Official Video]

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Lesson 1 - Worst mistakes on resumes

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It's too easy to make some big mistakes when trying to represent yourself through a résumé. Career-advice expert for TopResume, Amanda Augustine, points out some of the worst offenses. Produced by Justin Gmoser -------------------------------------------------- Follow BI Video on Twitter: http://bit.ly/1oS68Zs Follow BI Video On Facebook: http://on.fb.me/1bkB8qg Read more: http://www.businessinsider.com/ -------------------------------------------------- Business Insider is the fastest growing business news site in the US.

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UNIT 1
Lesson 4-Jobs at hotel

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UNIT 3
Lesson 1- Customer needs

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Even when hotels have strong security policies and procedures in place, they are still vulnerable to cyber attacks, break-ins, theft, fraud, and other crimes. That's why it's vital to take precautionary measures and continually evaluate security programs. "Having robust security in place means a better, safer, guest experience," says Chad Callaghan, principal of Premises Liability Experts and AH&LA security consultant. "When department managers and other employees think more about safety and security, you can prevent a lot of theft and minimize dangers."

Inadequate security has repercussions beyond guests losing belongings to theft. Hotels can be held liable for the criminal acts of third parties. Civil litigation against property owners and managers has become commonplace ever since Garzilli v. Howard Johnson. In this 1976 court case, the jury ruled in favor of singer Connie Francis, who had sued a Howard Johnson in New York for negligent security after being assaulted by an unknown man who entered her room through a sliding glass door. And hotels are still targets of lawsuits because of theft and injury.

Before becoming AH&LA's security consultant, Callaghan spent 35 years with Marriott International. As the vice president of global safety and security for the Americas, Callaghan was responsible for Marriott properties throughout the United States, Latin America, and the Caribbean. During his more than three-decade career, Callaghan has managed everything from the integration of new technologies such as electronic locks and computer surveillance systems to implementing anti-terrorism procedures. Here, Callaghan shares expert tips on guest safety, internal theft, and cyber security that can help owners and operators avoid down time, reputation loss, liability, and lawsuits. To ensure your property is secure and able to face the latest threats, here's what you need to know:

Guest Safety: Ensuring Return Stays and a Good Reputation
When guests check in, they're likely more concerned about making a meeting or going sightseeing. Security shouldn't be on their minds during, or after, their visit. In summer of 2012, security researcher and software developer Cody Brocious exposed a security flaw in certain Onity door locks and revealed a lock-hacking technique that received widespread exposure in the news. Since then, dozens of guestroom burglaries at hotels in Texas and Arizona have been linked to the hacking technique. Although Onity announced a fix for the security flaw, hotels that have not taken the appropriate steps to mitigate risk posed by this threat are still vulnerable.

With social media and review sites spreading negative sentiment like wildfire, it's more important than ever to amp up guest security¬-your reputation and bottom line depends on it. Here's how:

1. Update locks. Locks that can track who goes in and out of rooms can serve as a deterrent to theft. "When employees realize there's an audit process on door security, it makes rooms less prone to theft," Callaghan says. Other upgrades include automatic deadbolts, which can better prevent external threats from thieves, or systems that eliminate the need for master keys.

2. Make time for safety meetings. Perhaps as part of a regular meeting, schedule time to talk about guest safety. Part of this time could also be spent watching training videos, such as those produced by Safety Source Productions. These videos, accompanied by handouts, are a low-cost way to share information about guest safety and can train employees about how to spot suspicious behavior.

3. Monitor activity with software. Having closed-circuit television to monitor the property doesn't matter too much if no one is looking at the monitors. Recent innovations in software have solved that problem. Coupled with software, video cameras can now recognize activity in an area and provide an alert. One example: the system can alert when there is activity in a valet parking area. Other options include using a third party to monitor the exterior of the hotel. Some of these systems have voice command capability, where operators can see and warn off people captured on surveillance.

4. Evaluate and improve-quickly. Darrell Clifton, director of security for the 1,572-room Circus Circus Reno Hotel and Casino in Nevada, conducts weekly reviews of the property and even has checklists for staff to ensure areas, such as stairwells, are clean, safe, and well lit. "We concentrate on our liability," Clifton says. "If we know of something that's happened, if someone was robbed or there was an accident, that area is quickly addressed. We can't ignore it. We do something immediately to protect from another event happening."

5. Meet and greet. One of simplest, but most effective, ways of securing a property is to provide excellent customer service. "Engage customers you encounter," Clifton says. "Ask them about their stay and if there's anything you can do to help. You don't have to throw more labor at security. Just make employees a little smarter." By talking with people on your property, staff can determine if there's a non-guest who may intend to commit a crime. Employees should also look out for people who don't fit the profile of the hotel's typical guest.

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12 Ways to Increase Hotel Security - LODGING

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Even when hotels have strong security policies and procedures in place, they are still vulnerable to cyber attacks, break-ins, theft, fraud, and other crimes. That's why it's vital to take precautionary measures and continually evaluate security programs. "Having robust security in place means a better, safer, guest experience," says Chad Callaghan, principal of Premises Liability Experts and AH&LA security consultant.

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UNIT 5
Lesson 1- Fare welling guests and

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Understanding what motivates people to take action is the underlying force that allows the best hotel management companies to increase demand for their guest rooms. Selling your hotel to the traveling public is a very complex process. Attention must be paid to every detail. If you can provide more of what a guest wants at a better price than the competition, word will get around and your occupancy rate will soar.-
Presenting your lodging facility in the best possible light is the job of everyone who works at the hotel. Financial costs must be borne by the owner of the property. Management and the maintenance staff are responsible for the physical appearance of both the inside and outside of the hotel. Interior decorators play a role in furnishing the guest rooms and making them warm and appealing. Having great people who check in guests, clean the rooms and take care of the landscaping duties are all very important. Overseeing it all is the General Manager.

You can undertake big projects or concentrate on small details to make your property more welcoming. The possibilities are almost unlimited. Following is a list of 15 simple and not so simple ways to get travelers to want to stay at your hotel.
1. Renovate the Building
A hotel that has been neglected over the years and is showing its age is not very appealing to guests. A substantial investment may be required to do a complete renovation. If you have the finances to spruce up the property, you can dramatically improve the appearance and add new amenities that guests desire most.
2. Evaluating Management
Managers get paid more because they have more responsibility than the employees they supervise. Having a manager that does not have the skills, enthusiasm and drive to produce positive results is a manager that should be replaced.
3. Evaluating Other Employees
Professional attitudes and pleasing personalities are two of the most important qualities that a manager should seek when hiring new employees. Employees should possess the skills or be able to learn all aspects of their job. While they are doing their job, they should also maintain a friendly disposition and always be willing to stop what they are doing to assist a guest in need. Both new employees and those that have been part of the staff for years need to be evaluated periodically. Those that are underperforming should be warned first, and then, if they do not raise their game, be replaced.
4. Empowering Employees to Make Decisions
Is there anything worse than having to tell a guest that you can not help them and that you will have to call the General Manager to resolve their problem? Any issues that may arise during a guest's stay should be able to be handled by the front desk and the hotel staff. Part of that process is having a well-trained staff. Empowering employees to make immediate decisions and then take action will quickly resolve most problems to the satisfaction of your guests.-
5. Make Sure the Front Desk Responds Immediately to Guest Issues

Empowering employees to make decisions goes right along with providing excellent customer service. When a hotel guest calls up and says that the water is not draining out of their shower fast enough, a really good hotel staff will summon a maintenance man to that room in minutes. There is no excuse for saying someone will be by in the morning to take a look. Fast responses to problems are an indication to guests that customer care is more than just lip service.
6. Creating an Enthusiastic Team Spirit
Enthusiasm is one of the best qualities any worker can have. You can overcome a lack of skills through training much more easily than trying to instill an enthusiastic spirit in workers who are working long hours for low wages. Enthusiasm is catching. Having a bubbly personality to greet guests when they check in or always walking around with a smile on your face does matter. Enthusiastic employees work harder, talk positively about their jobs and promote the virtues of their hotel.
7. Encourage Guests to Share their Experiences During their Stay
Learn more about your guests by using your website, handing out customer satisfaction surveys or just having a conversation with them before they check out. Encourage guests to post videos or pictures of their trip and time they spent at your hotel. Ask them how they found your hotel and if they would recommend it to a friend. Making guests feel important is a surefire way to keep them interested in your property. People who feel appreciated and valued are much more likely to come back in the future.
8. Always be Polite and Treat Guests with Respect
It might take all of your inner strength to restrain yourself when an angry guest starts swearing at you because they had to pay $10 extra for wireless Internet service, but always be polite and act professionally. As long as you treat people with respect, they will usually not make a scene. Your mother would be proud to know that you are behaving in a civilized way and minding the good manners she taught you.
9. Do Daily Inspections of the Guest Rooms
A dirty and stained mattress or paint peeling off the walls is a definite turnoff to any guest staying at your hotel. Inspect rooms daily and make sure everything is clean and in good order.
10. Make Every Guest Room Comfortable and Inviting
When an individual is traveling on business, their room becomes very important. There should be a nice work area and, of course, a big, flat-screen TV to keep them entertained. Wireless Internet connectivity is almost a must. A coffee pot and other amenities like an upgraded shower head or a mini-fridge and microwave will be appreciated by all guests.
11. Eliminate Unpleasant Odors and Freshen the Air
Old hotels may have a musty smell in the rooms and in the hallways. Keeping carpets clean and adding a little carpet freshening powder will keep guests from being offended by lingering smells. Air fresheners are available in many pleasing scents and should be strategically placed throughout the interior space of the property.
12. Brand your property Through Multiple Channels on the Internet
Internet marketing is a great asset for branding and promoting your hotel. Establish a presence with your website. Add a blog. Participate in social media sites. Use a targeted email campaign to reach out to prior guests and invite them to come back and visit again. You can offer special rates, discounted tickets to area attractions or anything else to encourage people to stay at your hotel.
13. Integrate Both Internet and Traditional Marketing Strategies
While Internet marketing is fantastic, do not forget about traditional marketing and advertising methods. Every hotel should have a prominent sign that attracts attention. Depending on your budget, you can advertise on television and radio, place an ad in a magazine or newspaper and even hold special events that will bring in the crowd.
14. Promote your Hotel's Green Programs and Policies
Travelers are more concerned than ever with protecting the environment. Companies that practice and promote themselves as being green have an advantage over their competition that has not kept up with the population's changing views.

While the best way to be environmentally friendly is to start with the design and construction of a new property, existing hotels can also do a lot to become greener. Replacing inefficient air conditioners and other energy-hogging appliances with new, high-efficiency products can require a large outlay of cash. However, the monthly savings in electrical costs and the goodwill that you build in the community and with guests will pay you back handsomely in the long run.

Less expensive but equally important ways of going green might include a recycling program for both employees and staff, saving paper by storing and viewing data in digital form, and encouraging guests who are staying for more than one night to have their sheets changed and washed less frequently than everyday.

Post any certifications or awards that your hotel has received for achieving green status. These can include national, state and local recognition of your hotel's environmentally sound policies and practices.
15. Make Everybody Happy!
Everything that you can do to make your guests and employees happy will make your hotel a more desirable place to stay or work. Happy guests will want to write positive reviews and tell their friends about their experience. Happy employees will work harder to improve the hotel and also promote their hotel among their family, friends and acquaintances.

If you do not feel that you are up to the task on your own, you can hire a hotel management consultant to assist you. While getting your hotel to be the best requires a huge commitment, the results will be well worth the effort.

Do you want to get more clients? Isn't it time to do something different? Isn't it time to start making a change?

Articles/Photos/Graphics Copyright ©2015 - All Rights Reserved

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15 Ways to Attract & Motivate More Guests to Stay at your Hotel

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Understanding what motivates people to take action is the underlying force that allows the best hotel management companies to increase demand for their guest rooms. Selling your hotel to the traveling public is a very complex process. Attention must be paid to every detail. If you can provide more of what a guest wants at...

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UNIT 4
Lesson 1-Complains and apologies

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How to Handle Refunds and Unhappy Customers

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Lesson 1-Complaints and apologies

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Customer Service Speaker Explains How to Handle Complaints

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UNIT 2
Lesson 2- Giving and receiving phone calls

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UNIT 2
Lesson 1-Etiquette

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Lesson 2- Giving and receiving phone calls

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Conversation: 1. Calling to Get a Reservation

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Lesson 2-Giving and receiving phone calls

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F.R.I.E.N.D.S - Ross and Chandler Stay at a Hotel

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Lesson 3-Introduction to hotels

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Lodging

From England to Greece, where to stay if you're in the mood for celebrating.

Hotels on Europe's festival circuit come in a range of styles, from party-centric to serene retreat. Some even create their own festivals devoted to food, literature or music, and others offer easy access to destination events nearby. The following new, improved or event-staging hotels welcome guests to celebrate.

AUSTRIA

Hotel Stein, Salzburg

Music is in the air throughout the year in Salzburg, but especially in summer with the Salzburg Festival, July 20 to Aug. 30. Additionally, this year's Whitsun Festival, held May 18 to 21, will celebrate the composer Gioachino Rossini, who died 150 years ago. On the Salzach River, walking distance to the festival district, the 56-room Hotel Stein has just reopened after a two-year renovation, adding a restaurant to its popular rooftop bar. Though the hotel traces its roots to a 14th-century inn, its new décor mixes modern furniture with Venetian glass lamps and mural-size black and white photography. Rooms from 250 euros, or about $309; hotelstein.at.

ENGLAND

Cliveden House, Taplow

Built in the 17th century as a gift from the Duke of Buckingham to his mistress, Cliveden House has seen plenty of drama, including the scandalous Profumo Affair in 1961 when a British war secretary became involved with the mistress of a Russian spy. Now operated as a 38-room hotel set on 376 acres about 30 miles west of London, the estate generates its own intrigue, albeit of the bookish kind, with its Cliveden Literary Festival. Held Sept. 29 to 30, the festival, themed to politics and history, continues the property's tradition of holding literary salons for visiting writers, including past guests like George Bernard Shaw and Jonathan Swift. Rooms from 340 pounds, or about $486; clivedenhouse.co.uk.

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Grand Hôtel Cabourg, in Cabourg, France. Credit Grand Hôtel Cabourg

FRANCE

Grand Hôtel Cabourg, Cabourg

Cabourg, on the Normandy coast of France, has its own Cannes moment each June with the Film Festival of Cabourg, which is devoted to romantic films. Running June 13 to 17, the festival, known to draw stars like Marion Cotillard and Juliette Binoche, includes an outdoor venue projecting films at the beach. Between screenings, follow the celebrities to the classic Grand Hôtel Cabourg, a 1907-vintage landmark famously patronized by the author Marcel Proust, that hosts interviews with actors. Now part of the heritage- and design-focused MGallery by Sofitel collection, the 74-room hotel offers classes in making the madeleines that inspired Proust. Rooms from 190 euros; sofitel.com.

Katikies Mykonos, in Mykonos, Greece. Credit Katikies Mykonos

GREECE

Katikies Mykonos

Among the Cyclades Islands in Greece, Mykonos has the reputation as the party place for beach clubs and annual events such as the gay festival Xlsior Mykonos (Aug. 22 to 29). But it's also an island of religious fervor, displayed most publicly on Assumption Day, Aug. 15, with a festival at the Monastery of Panagia Tourliani. The new Katikies Mykonos straddles both worlds, offering access to the club frenzy nearby and a retreat from it. Opening in June, the 35-room seaside hotel channels the marine world in blue and white décor and keeps the emphasis on the outdoors with two terrace-based restaurants and two swimming pools.Rooms from $420; katikies.com/katikiesmykonos.

NETHERLANDS

Conscious Hotel Westerpark, Amsterdam

On the west side of Amsterdam, Westergasfabriek combines the green space Westerpark and a former gas works into an indoor-outdoor cultural attraction that stages regular concerts and markets as well as big events like the musical Milkshake Festival (July 28 to 29). Earlier this spring, the new Conscious Hotel Westerpark opened in a grand building that once served as the plant offices between the factory and the park canal. Solely wind-powered, the sustainably built hotel features 89 spacious rooms, bike rentals, and a restaurant with an aquaponic growing system serving organic food. Rooms from 160 euros; conscioushotels.com.

The Library in the K Club, in Kildare, Ireland. Credit K Club

IRELAND

The K Club, Kildare

The country estate K Club, a member of Preferred Hotels & Resorts, is its own destination, set on 550 acres, about a 30-minute drive southwest of Dublin. On Aug. 19, it will launch its first Taste of Kildare Festival. Taking place in its Victorian walled garden, the event will include cooking demonstrations, talks and a market featuring area restaurants. Apart from the festival, the 140-room hotel offers golf on a course that held the 2006 Ryder Cup, as well as falconry, fly fishing and horseback riding. Rooms from $265; kclub.ie.

ITALY

Monteverdi Tuscany, Castiglioncello del Trinoro

What was a medieval village in the Val d'Orcia is now Monteverdi Tuscany, an albergo difuso, or diffused hotel, that spreads the inn over the village footprint. Bringing the old town to life in summer, the retreat holds a series of classical, jazz and operatic concerts in a 14th-century Romanesque church. When not attending shows, guests of its 19 rooms and three villas can take a cooking class in the new Culinary Academy opening in June in the former village school, or steep in the baths inspired by Roman traditions in the newly expanded spa. Rooms from 575 euros; monteverdituscany.com.

LUXEMBOURG

Urspelt Castle, Urspelt

Established as a theater festival in 1953 at the town chateaus, the Festival de Wiltz in the Ardennes region of northern Luxembourg has expanded to include dance, opera and musical performances each July. This year, from June 27 to July 30, the lineup includes the Australian circus company Gravity & Other Myths, the singer Melody Gardot and the opera "Don Quichotte." A 15-minute drive from the festival grounds, the newly expanded Urspelt Castle offers 56 rooms, a spa and outdoor swimming pool in the Natural Park of Our, a rural region that is home to castles and hiking trails. Rooms from 95 euros; chateau-urspelt.lu.

The Nomad Pop Up Hotel in Portugal. Credit Nomad Pop Up Hotel

PORTUGAL

The Nomad Pop-Up Hotel, Sines

Electronic, rap and hip-hop music fans will gather at Meo Sudoeste, Aug. 7 to 11, in Zambujeira do Mar, a coastal town in Portugal's southern Alentejo region. After catching the D. J.s Harwell and Marshmello, and the rapper Lil Pump, festivalgoers can crash at the limited-run Nomad Pop-Up Hotel, a temporary riverside tent village with bathroom facilities, including showers, and a cellphone charging station. Tents sleep from four to five guests. Some are furnished, glamping style, with beds, tables and outdoor chairs; the cheapest come unfurnished. The mobile camp also pops up at other Portuguese music festivals, including Festival Forte near Coimbra, Aug. 30 to Sept. 2. Rooms from 100 euros; thenomadpopuphotel.com.

SPAIN

The Pavilions Madrid

Madrid's festivals span the cultural spectrum. From May 11 to 15, the Spanish capital honors San Isidro with a parade of giant figures, traditional dances and bullfighting. July 12 to 14, the Mad Cool Festival brings Pearl Jam, Arctic Monkeys and Jack White to town. Opened in April, the new 28-room Pavilions Madrid hotel in the Chamberi neighborhood, including a garden-like restaurant with plants cascading from the ceiling, offers a tranquil break from the action. The hotel also serves as a gallery; the contemporary artwork found throughout highlights local artists and is available for sale. Rooms from 190 euros; pavilionshotel.com/madrid.

A version of this article appears in print on , on Page TR6 of the New York edition with the headline: Places That Put You in the Middle of the Action. Order Reprints | Today's Paper | Subscribe

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Lodging From England to Greece, where to stay if you're in the mood for celebrating. Hotels on Europe's festival circuit come in a range of styles, from party-centric to serene retreat. Some even create their own festivals devoted to food, literature or music, and others offer easy access to destination events nearby.

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UNIT 1
Lesson 3-Introduction to hotels

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Download by size: Handphone Tablet Desktop (Original Size)

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5 star hotel brochure brochure samples pics brochure of hotel template - Renanlopes.me

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5 Star Hotel Brochure 5 star hotel brochure acron edifice brochure nisha albuquerque templates. 5 star hotel brochure flickriver most interesting photos tagged with silomhotelbangkok free. 5 star hotel brochure best 25 hotel brochure ideas on pinterest print design layouts templates. 5 Star Hotel Brochure 5 star hotel brochure fund brochure cristian sepulveda free.

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Lesson 4-Jobs at hotel

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Lesson 4-Jobs at hotel

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Lesson 4-Jobs at hote

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Even though I write about cleaning for a living, I don't always practice what I preach. I, too, fall into bad habits like leaving last night's dishes in the sink for a day or two - and I don't even know the last time I washed my pillow. Yuck, is right. The worst part? I know the rules, I just don't always follow them.

Until now, I've kept my dirty little secret hidden from my co-workers - but it came to light when we were brainstorming story ideas for spring cleaning season (which is basically Christmas here at Good Housekeeping). No, I told them, I have never vacuumed my mattress in the three years I've owned it. No, I don't dust my furniture every single weekend. And no, I don't squeegee my shower walls after my morning rinse.

When the truth came out, I was a tad embarrassed. But the silver lining was that it gave me an idea for a story: "What if I spent a day learning how to clean as good as a hotel housekeeper?" They went for it. A few weeks later I met Linda Ajdari, the Director of Housekeeping at The Marlton Hotel, who put me to work cleaning dirty hotel rooms from recently departed guests.

As you can see, things weren't exactly left in the same condition most people keep their bedrooms at home. This special visitor decided to leave a roll of toilet paper on the bed, along with remnants of their souvenir shopping spree. Piles of wet towels also greeted me in most corners of the room. After a quick inspection, the fun begins.

1. Every room starts with two trash bags.

The first one is black for trash; the second one is clear for linens. I started the day by tossing someone's half-eaten yogurt and granola, then corralling their knotted sheets and still-damp robe. At this point, it was already feeling more like a workout at the gym than a home economics class.

"A lot of people think it's easy labor," said Ajdari. "That's why the AC is on," she explained. By the time I finished cleaning the hotel room, I'd worked my calves by stretching onto my tip toes to wipe down the shower, my thighs by squatting to tuck linens into the bed frame, and my abs by reaching into an almost-plank position to vacuum under the bed.

All in all, Ajdari said it should take 45 minutes to clean a room in which the guests have checked out. Yours truly took an impressive two hours - good for my beach body, bad for my ego.

2. They clean from the back of the room to the front.

This strategy allows housekeepers to move through the room without tracking dirt and germs back into the areas they've already cleaned. Since the bathroom is in the far corner, they start there, followed by making the bed, dusting, vacuuming, and finally mopping their way out of the room: "This routine is to avoid stepping on the wet floor and retracting footprints on the floors and carpets," Ajdari told me.

Another reason? They just want to get the bathroom over with, since it takes the most time to clean: "You have to make sure the surfaces are disinfected and thoroughly cleaned for the next arriving guest," she said. To prevent bacteria from spreading to the rest of the room, they also treat sanitation like a color-coded science: Blue rags are for the bathroom and green ones are for general use (i.e. everywhere else).

3. You eventually get used to bathroom odors.

The task I was least looking forward to was cleaning the toilet. Mostly because I had no idea who stayed in the room the night before. For all I knew, they spent the evening down the street at McSorley's, had a little too much fun, and found themselves hunched over the very same porcelain bowl I was about to dip my hands into.

I assumed the staff would feel the same way. Nope. "You get used to things after awhile," Ajdari said. Another trick of the trade is music. Once I cranked Rihanna's "Work" as the backdrop to my swish session, I found the task way more tolerable. In fact, I'm convinced the beat made me scrub even harder.

After the toilet, I was told to spray the mirrors, shower walls, and sink with bathroom cleaner. Then I was to use the rag in my right hand to rub in the product and the rag in my left hand to dry it off. I felt like Daniel from The Karate Kid being instructed to wax on and wax off - especially when Ajdari found streaks and told me to do it all over again.

4. They never use fitted sheets.

If you've ever wondered why slipping into a hotel bed makes you feel like the rice and beans in a tightly-wrapped Chipotle burrito, I have the answer: Instead of using a fitted sheet around the mattress, they use two identical top sheets. First, you lay both down flat on the mattress, then you tuck the sheets into the sides and the end of the bed, leaving the corners hanging out for later.

Next is the comforter, which actually takes the prize as the most-hated chore - thanks to the tricky duvet. To conquer this cover solo, use both hands to grab the top corners of the comforter from the outside, then reach through and pull the fluffy comforter up with you until it's engulfed in the duvet. Harder than it looks.

5. Wrinkled linens are no match for misted water.

No, you don't need an iron or steamer to smooth out crinkled sheets. The secret is a spray bottle full of plain old tap water. First, spritz the liquid evenly across your almost-made bed (the corners should still be sticking out). Then shake the top layer until you can see the creases start to settle.

Pull the comforter tight, then use the "hospital corner fold" to pull and tighten everything into place. Ajdari told me this technique dates back to the 19th century, when nurses during wartime only had one sheet for hospital beds and needed a way to keep it firmly in place. You basically lift the edge of the sheet to form a 45-degree angle with your mattress, then pull and tuck the hanging fabric under the mattress.

6. There is a "right" way to display pillows.

"Every supervisor has their pet peeves, and mine are the pillows," said Ajdari. This, I learned the hard way. First, you karate the chop the pillow to make it easier to fit into the sham. Then comes the presentation: "Happy" pillows are pressed flat and stand up straight on the bed, while "sad" pillows slouch and look messy. Guess which kind I made?

What I failed to do next was press all of the air out of the pillow before standing it up. To do this, put your hands in the middle, then slowly push both them out in opposite directions repeatedly until your pillow is as flat as a board and about half as thick as before you started.

Once you're done, grab the top two corners of your pillowcase and stand the pillow up next to your bed frame - do not (I repeat, do not) lean it against the headboard. If you've successfully made a "happy" pillow it should stand tall and proud on its own.

7. At the very end, everything is inspected.

As soon as I thought my day was over, Ajdari grabbed her gloves to make sure my work "met hotel standards" - and I suddenly felt like I was in high school all over again. Except I already knew how I fared on this pass-fail test. I completely forgot to dust, and I left marks on the glass shower door after a second and third attempt to right my wrong.

Even though I proudly pulled off their signature towel, bathrobe, and toilet paper folds, halfway through vacuuming Ajdari took over for me - she claims we were running short on time, but I think it's because I tripped over the cord (twice). But I decided not to be too hard on myself. I tried my best; it was just really hard work - the kind where you don't realize that your feet are actually aching until you finally sit down on the subway (true story).

And at the end of the day, I realized I was still walking away from The Marlton Hotel with more than when I arrived: I had a far greater appreciation of what happens behind the scenes at hotels, a few tricks to incorporate into my own routine at home, and a promise to myself - and to Ajdari - to strip my bed before checking out of a hotel room from now on. It's the least I can do.

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One Day as a Housekeeper Changed Everything I Know About Cleaning

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Even though I write about cleaning for a living, I don't always practice what I preach. I, too, fall into bad habits like leaving last night's dishes in the sink for a day or two - and I don't even know the last time I washed my pillow. Yuck, is right.

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UNIT 1
Lesson 3- Introduction to hotels

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Creating WOW Moments at the Ritz-Carlton: The job of Guest Services

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Lesson 2- A job Interview

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I was becoming upset that I wasn't getting anywhere in my job search, and realized I should change my strategy. I widened my search to other California cities and other states and became more proactive. I researched each company I applied to - and reorganized my résumé to better focus on the job at hand. I also planned to offer several ideas outlining what I'd do if I were hired.

You have to be careful when you do this, however, so you don't sound like a know-it-all. Suggesting that the company change its name, for example, is nervy. You also can't say you're going to make $3 million for the company in a year. You have to find small things that you might improve on a scalable level.

But you need to appear confident. You can't afford to be tentative when there's so much competition for jobs.

When I got an interview with a large hotel chain, I was assertive. I said: "I've noticed that the title tag on this page could be more descriptive so that the search engines will be sure to pick it up. I'm not familiar with your process, or what department would be responsible for that decision, but it seems like a good idea."

My suggestions got me a second interview, a teleconference with a few team members. In it, I asked questions in a way that promoted camaraderie.

I kept making recommendations. I said I'd change the layout of some pages and include more content but keep it user-friendly. My tactics worked; I got an interview with a top executive. I knew that at this level, he'd be concerned about S.E.O. strategy, so I prepared by researching the company's rivals. I created a quick competitive analysis for him and tried to keep it light when I presented it.

I figured that the more you progress through interviews, the more high-level the conversation becomes. If you can talk the person's language, you earn more points. There doesn't seem to be a hard-and-fast formula, like "Do this, say this and you'll land a certain type of job." It's all about being flexible. You have to adapt to the industry, the company and the level of the interviewer.

I did get the hotel job. I was honored when the marketing manager called, because she said that it had many candidates and that I stood out. The salary was disappointing, however, so I turned it down and kept searching.

NOT long afterward, I saw a position at TMP Worldwide, a recruitment advertising firm, listed on a job board. I got a phone interview. Google had just updated one of its search algorithms, an important event in the S.E.O. field. I mentioned this early in the conversation to show I knew what was happening in the industry.

The company invited me to Chicago for a second interview, and I decided to bring along my laptop. It's helpful to show a Web page while you're talking about what's effective and what you might change. I would also be able to demonstrate how I use S.E.O. tools on the Web, as not everyone uses them the same way. I was pleased with how it went. What a difference from how passive I'd been in those early interviews.

I've been at TMP Worldwide since August. Getting this job was a matter of educating myself about the best approach and adapting my strategy. Like everything else in life, it was a process. I made an effort to think about each succeeding step and what might get me further along. Luckily, it worked.

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Job Interview Advice: Learn to Assert Yourself

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I was becoming upset that I wasn't getting anywhere in my job search, and realized I should change my strategy. I widened my search to other California cities and other states and became more proactive. I researched each company I applied to - and reorganized my résumé to better focus on the job at hand.

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Lesson 2-Job Interview

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Whether you're applying for a guest service position-such as front desk agent, porter, concierge or housekeeper-or are seeking employment in hotel administration, you're going to have to ace one or more interviews before you land a job. A professional appearance and comfortable body language will certainly play a role in your success, but the most important consideration for hiring managers will be your ability to answer their interview questions with confident honesty. As you prepare for your next opportunity to dazzle a potential employer with your passion for hospitality, don't neglect practicing your responses to these top 10 interview questions for hotel jobs.

1. Why do you want to work for this hotel?

Obviously, you have bills to pay. However, comments about compensation or "I just need a job" are the last thing a hiring manager wants to hear. To best answer this question, you need to spend time learning about the hotel's history, mission and culture. Check out their website and search the Internet for press releases and other news. If you have access, talk to a few of their employees. Then put together a response that shows you've done your research and are a good match for the hotel's current and future needs as well as culture.

2. How long will you work for Hotel ABC if you're hired?
Turnover is often a major challenge for hospitality employers. They don't want to spend the hotel's time and resources to train you if you don't intend to stay for long. You can reiterate your response to the previous question and assure the hiring manager that you see yourself working for Hotel ABC for a long time. However, if there is a reason you may need to leave in the near future-a cross-country move or going back to school for example-be honest. Accepting a position and then disappointing your employer by moving on too soon could be worse for your career in the long run.

3. Why did you leave/are you leaving Hotel XYZ? Maybe you want a more competitive salary. Perhaps you cannot abide your current manager. You may even be bored. Whatever the actual reason, find a way to stay positive. It may be easiest to focus on what you want from your new job-greater challenges, more advancement opportunity, a chance to learn a new aspect of hospitality-rather than what you didn't like about your last one.

Employers want to hear about more than the hard skills you've listed on your resume. Think about the job description as well as what you've learned about the hotel's culture, mission 4. Why are you the best candidate for this position? and current needs. Then use your response to emphasize your compatibility and ways you will use those skills to help them tackle their challenges.

Hospitality is all about customer service, so you're just as likely to get this question when you apply for an administration position as when you're after one at the front desk. While the answer is common sense, a good way to make a memorable impression is to work language from the hotel's own marketing materials (such as their website) into your response.

5. What does good guest service mean to you?
When presented with situational interview questions like this one, it's important to create a clear and concise answer that describes the problem you encountered, the steps you took to address it, and the ultimate solution. Stay positive and show that you learned something from the situation whenever possible.

6. Describe a time when you had to deal with an unhappy hotel guest. How did you handle the situation?
Not all guest problems can be solved. Hotel employers want to hire someone who can empathize and remain professional even when they're faced with an impossible task.

7. Describe a time you had to disappoint a guest. What was the situation and how did you handle it? Whatever your hotel position, there are guaranteed to be days when you cannot complete everything that needs to be done. Hiring managers want to see that you have the ability to analyze such a situation, think clearly when under pressure, make a decision on a course of action and take responsibility as you proceed.

9. A guest asks you for local restaurant and entertainment suggestions. Where would you recommend if they were a single business traveler, young couple or family with children?
Front desk agents and concierges are not the only hotel staff guests turn to for advice. Before any interview, make sure you're familiar with local attractions and think about those that would best appeal to a variety of travelers. 8. Let's say your to-do list has five tasks and you only have time for three. How would you prioritize them?

10. Tell me about a time you disagreed with a coworker. What did you do to resolve the situation?
Hotels employ a diverse spectrum of personalities as well as nationalities. Regardless of your position, teamwork will often be required. The hiring manager wants to select a professional who can work well with others even when they don't see eye to eye.

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Top 10 questions you'll be asked in a hotel interview

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Whether you're applying for a guest service position-such as front desk agent, porter, concierge or housekeeper-or are seeking employment in hotel administration, you're going to have to ace one or more interviews before you land a job.

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UNIT 1
Lesson 2-Job Interview

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Ohio State University Fisher College of Business Career Management Office

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"Why Should We Hire You?" How to Answer this Interview Question

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The Ohio State University Fisher College of Business Career Management Office and representatives from recruiting companies offer advice for answering the "why should we hire you?" question. Think about the 3 good reasons why you should be hired. Keep your answers brief and provide an example... relate to the company and the job description.

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Lesson 1- How to write a CV?

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Lesson 1-How to write a CV?