You will hear an interview with Harry Styles, the General Manager of Four Se

You will hear an interview with Harry Styles, the General Manager of Four Seasons Hotel Philadelphia.
For each question, 23-30, mark one letter(A, B or C)or the correct answer.
After you have listened once, replay the recording.
You have 45 seconds to read through the questions.
[pause]
Now listen, and mark A, B or C.
[pause]
Woman: Today. We have Harry Styles, the General Manager of Four Seasons Hotel Philadelphia. Harry Styles had been the General Manager of Four Seasons Resort Palm Beach since 1998 before assuming his current role. He is a graduate of the Institute International de Glion in Montreux, Switzerland. Mr. Styles, nice to meet you.
Man: Nice to meet you, too.
Woman: Over the past 24 months, did you see a major impact on the industry in Philadelphia and, more specically, for Four Seasons?
Man: We’re no different than any other city in the United States, and Philadelphia was one of the first that got impacted when the economy took a downturn. So we’re expecting a recovery faster than any other city in the United States. The first quarter of 2010 looked much better than the first quarter of 2009. We’re ahead in both group and transient business. Our business is slowly recovering, and we’re hoping for a good year.
Woman: How challenging has it been to keep expenses down while maintaining the level of service that Four Seasons is known for?
Man: We shared our employees across properties. So the managers who wanted to move on and help, for instance, when it was busy in Hawaii last January, February, and March, went there, so we didn’t layoff as many as other companies might have. Our staff is used to moving around—that is what excites them and it is the pride of Four Seasons. Obviously, we had to let go of some employees, but our front of the house services weren’t touched at all, and in terms of back of the house, our job was to make certain we remained the best employer we could in Philadelphia.
Woman: Four Seasons is a brand known to always be investing in itself to keep up-to-date. Are you happy with where the property is today, and do you foresee any changes or renovations on the horizon?
Man: We will begin renovations on our new ballroom, which will be ready in January 2011: we refinished our guest rooms about four years ago, so they’ll be done again in two and a half or three years: we have Internet access in most of our rooms: our spa got new spa treatment rooms: and our meeting rooms were done in January 2009. Basically, we increased our services in the rooms: we’ve added turndown service and some small amenities like chocolate and fruit, which gives more value than before, and we’re trying to keep those values for the future.
Woman: You offer a mix of very luxurious suites and guest rooms. Is there a common feel within the accommodations, or is there a different layout and look from room to room or suite to suite?
Man: We have moderate rooms and we have some superior suites—96 of them: we call them the Four Seasons Executive Suites, and those mainly face the fountain outside in Logan Square. We have a Presidential Suite on the seventh floor which has a pool table and a baby grand piano in it: we have the Royal Suite? and we have 12 Liberty Suites, which are one-bedroom suites.
Woman: How critical is it in the luxury segment to offer the full spa experience for your guests?
Man: Having a spa is a must these days. Today, people are looking for a spa with masseuses or therapists who are educated and have been with the spa for a long time, so they get to know the guests and their needs as they come back year after year. We also have a swimming pool in the spa, so we can use the swimming area for a greenroom while the guests are experiencing great spa treatments.
Woman: Well. Thank you for your time.
Man: Thank you.