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剑桥雅思 17 Test 4 Part 2 Transcript / 听力原文
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As many of you here today have worked in the hotel industry for some time,
由于今天在座的许多人都在酒店行业工作了一段时间，
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I'm sure you have experienced the problem of high staff turnover in your hotels.
我相信您在酒店中都经历过员工流动率高的问题。
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Every hotel relies on having loyal and experienced members of staff
每家酒店都依赖于拥有忠诚且经验丰富的员工
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who make sure that everything runs smoothly.
他们确保一切顺利进行。
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If staff are constantly changing,
如果人员经常变动，
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it can make life difficult for everyone.
它会让每个人的生活变得困难。
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But why do staff leave frequently in many hotels?
但为什么很多酒店员工频繁离职呢？
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Of course, many hotel jobs, such as cleaning, are low-skilled and are not well-paid.
当然，许多酒店工作，例如清洁工，技术含量低，薪水也不高。
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A lot of managers think it's this and the long hours that are the main causes of high staff turnover -
许多经理认为正是这一点和长时间工作是员工流动率高的主要原因 -
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but what they don't realise is that it's the lack of training in many hotel jobs which is a huge factor.
但他们没有意识到，许多酒店工作缺乏培训是一个重要因素。
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So, what kind of problems does a high turnover of staff cause?
那么，员工流动率过高会带来哪些问题呢？
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Well, having to recruit new staff all the time can be very time-consuming,
嗯，必须一直招募新员工可能非常耗时，
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and managers may have to cover some duties while waiting for new staff to arrive.
经理们在等待新员工到来时可能需要承担一些职责。
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This means they don't have time to think about less immediate problems
这意味着他们没有时间考虑不太紧迫的问题
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such as how to improve their service.
比如如何改善他们的服务。
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When staff leave, it can also severely affect the colleagues they leave behind.
当员工离职时，也会严重影响他们留下的同事。
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It has a negative effect on remaining staff,
这对留任员工产生了负面影响
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who may start to feel that they too should be thinking about leaving.
他们可能会开始觉得自己也应该考虑离开。
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So, what can be done to change this situation?
那么，可以做些什么来改变这种状况呢？
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Firstly, managers should stop making basic errors
首先，管理者应该停止犯基本错误
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which leave their staff feeling upset and resentful.
这让他们的员工感到不安和怨恨。
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When organising shifts, for example,
例如，在安排轮班时，
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make sure you never give certain staff preferential treatment.
确保您永远不会给予某些员工优惠待遇。
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All staff should be given some choice about when they work,
所有员工都应该在工作时间上有一些选择，
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and everyone should have to work some evening and weekend shifts.
每个人都应该上晚班和周末班。
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If you treat staff fairly,
如果你公平地对待员工，
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they'll be more likely to step in and help when extra staff are needed.
当需要额外的员工时，他们更有可能介入并提供帮助。
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Keeping staff happy has other tangible benefits for the business.
让员工保持快乐还可以为企业带来其他切实的好处。
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Take the Dunwich Hotel as an example.
以邓里奇酒店为例。
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It had been experiencing a problem with staff complaints
它一直遇到员工投诉的问题
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and in order to deal with this,
为了解决这个问题，
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invested in staff training
投资于员工培训
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and improved staff conditions.
并改善了员工条件。
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Not only did the level of complaints fall,
不仅投诉量下降，
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but they also noticed a significant increase in the amount each customer spent during their stay.
但他们也注意到每位顾客在入住期间的消费金额显着增加。
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They have now introduced a customer loyalty scheme
他们现在推出了客户忠诚度计划
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which is going really well.
进展非常顺利。
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Now I'd like to look at some ways you can reduce staff turnover in your hotels,
现在我想看看一些可以减少酒店员工流动率的方法，
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and I'll do this by giving some examples of hotels where I've done some training recently.
我将通过给出一些我最近接受过培训的酒店的例子来做到这一点。
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The Sun Club received feedback which showed that staff thought managers didn't value their opinions.
太阳俱乐部收到的反馈表明，员工认为经理不重视他们的意见。
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They weren't made to feel they were partners who were contributing to the success of the business as a whole.
他们并没有觉得自己是为整个企业的成功做出贡献的合作伙伴。
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This situation has changed.
这种情况已经改变。
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Junior staff at all levels are regularly invited to meetings where their ideas are welcomed.
各级初级员工定期受邀参加会议，欢迎他们的想法。
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A year ago, The Portland recognised the need to invest in staff retention.
一年前，波特兰认识到需要投资于留住员工。
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Their first step was to introduce a scheme for recognising talent amongst their employees.
他们的第一步是引入一项识别员工人才的计划。
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The hope is that organising training for individuals with management potential will encourage them to stay with the business.
我们希望为具有管理潜力的个人组织培训能够鼓励他们留在企业。
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At Bluewater, managers decided to recognise 50 high achievers from across the company's huge hotel chain.
在 Bluewater，经理们决定表彰来自公司大型连锁酒店的 50 名杰出人士。
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As a reward, they're sent on an all-expenses-paid trip abroad every year.
作为奖励，他们每年都会被派去一次免费的出国旅行。
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Fun is an important element in the trips,
乐趣是旅行中的重要元素，
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but there's also the opportunity to learn something useful.
但也有机会学习一些有用的东西。
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This year's trip included a visit to a brewery,
今年的旅行包括参观一家啤酒厂，
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where staff learned about the new beer that would be served in the hotel.
工作人员在那里了解了酒店将提供的新啤酒。
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Pentlow Hotels identified that retention of junior reception staff was an issue.
彭特洛酒店 (Pentlow Hotels) 发现留住初级接待人员是一个问题。
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In order to encourage them to see that working in a hotel could be worthwhile and rewarding, with good prospects,
为了鼓励他们看到在酒店工作是值得的、有回报的、有美好前景的，
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they introduced a management programme.
他们推出了一项管理计划。
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These staff were given additional responsibilities and the chance to work in various roles in the hotel.
这些员工被赋予了额外的责任，并有机会在酒店担任各种角色。
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Green Planets wanted to be seen as a caring employer.
绿色星球希望被视为有爱心的雇主。
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To make life easier for staff, many of whom had childcare responsibilities,
为了让员工（其中许多人有照顾孩子的责任）的生活更轻松，
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the hotel began issuing vouchers to help cover the cost of childcare.
酒店开始发放代金券来帮助支付儿童保育费用。
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Louise Marsh at The Amesbury has one of the best staff retention rates in the business.
埃姆斯伯里酒店的路易丝·马什 (Louise Marsh) 是业内员工保留率最高的酒店之一。
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Since she joined the company,
自从她加入公司以来，
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she's made a huge effort to achieve this by creating a co-operative and supportive environment.
为了实现这一目标，她付出了巨大的努力，创造了一个合作和支持的环境。
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For her, the staff are part of a large family where everyone is valued.
对她来说，员工是一个大家庭的一部分，每个人都受到重视。
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OK, now I'd like to...
好吧，现在我想...
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