IV.Background Information Situation

IV.Background Information Situational expressions are those frequently and necessarily used by the hotel staff through different stages and different situations while carrying out their guest services. In the hotel, situational Engleis expressions are mainly and mostly used by those who directly provide face-to-face services to guests. They include all the personnel of hotel operations, and, of course, are rarely inclusive of the personnel of the hotel administrative groups. The so-called situations are all episodes consisting of the whole process of handling the customer services in the guest cycle.