my name is justin. today is the first day of my training of front desk officer. Here is Odette Swan, a guest service manager in the hotel. she tells me that a hotel is like a small city and the front desk is like the city center. Guests always come and go there for many purposes. taking care of their needs is a very important role of our jobs. Even though we are busy and sometimes guests are rude,we must stay calm and treat them with courtesy and patience. when we take a phone call, say the hotel name, your name and "may i help you?". when we transfer a call, press the hold button and say "please wait " or "hold on a moment