Match the line A with the line in B

	Head housekeeper	A	Looks after the building
	Maintenance engineer	B	Takes bookings, checks in and out
	Porter	C	Gives orders to the chambermaids
	Receptionist	D	Serve dishes for all the departments
	Assistance manager	E	Cooks dishes
	Waiter	F	Is responsible for all the departments
	Chef	G	Help guests with their luggage

	Chef	A	Explains and serves wines
	Manager	B	Shows guests to their rooms
	Chambermaid	C	Is responsible for the Front Desk work
	Waitress	D	Deals with money
	Head receptionist	E	Runs the hotel
	Cashier	F	Cooks dishes
	Bellboy	G	Serves dishes in the restaurant
	Wine waiter	H	Tides up rooms

The Personnel Director of a large hotel is describing the job of a concierge Read the description and take notes about the details of the job.

In this organization, the Concierge's primary function is to provide for guests' needs and special requests. This often involves contacting companies for information or services which are external to the hotel. Typical requests are for him or her to make bookings for tours, theatres and special attractions. The Concierge will also help guests to organize and book their onward travel arrangements, including dispatch of luggage.

Consequently, there is a need to know what services local businesses have to offer. That means businesses such as restaurants, travel agencies, and car-hire agencies.

To do the job effectively, the Concierge must be particularly aware of the arrival and departure of groups and any special events taking place within the hotel.

Internally, the Concierge Department is responsible for the safe delivery of mail and packages and they will maintain a supply of stamps for domestic and foreign postage. In some hotels, it is still a Concierge's duty to fulfill requests for secretarial work but here that comes under the remit of the business centre.

A log-book is kept in which all guests' queries and requests are recorded. This is another of a Concierge's many duties. A basic requirement that we have of our concierge staff is that they display a courteous and professional manner in all their dealings with guests and fellow employees.

Above all, he or she must have a friendly personality. We lay particular emphasis on maximizing guest satisfaction. Therefore, a Concierge will endeavor to fulfill a guest's requests, if at all possible, and hopefully do it with a smile.

Sum up what you've learned about:

a) personality required for doing the job efficiently;

b) the duties of a concierge;

Read the text again and match the following parts of phrases: