8. Look back at the extracts above and:

1. Find three examples of sentences using You can find …

2. Find examples of sentences starting with if and whether. Which of them is used when giving two options.

3. Find the word must. Is it used as a noun or a verb ? What preposition follows it ?

9. Find examples of these words and phrases and write out the recommendation expression in full.

without (x2)	worth
why not	you could

Which ones use the gerund or noun (e.g. visiting or a visit), and which use the bare infinitive (eg. to visit) ?

10. The expressions listed in 1) and 2) are mainly written ways of making recommendations. Look at the list of expressions below. Which ones

1. are mainly spoken forms?

2. are mainly written forms?

3. could equally be written or spoken?

1. If I were you, I’d…

2. One of the best experiences you can you have is …

3. I’ve got an idea; why don’t you …

4. I’d recommend –ing …

5. There’s no better place for ______ than …

6. You might like to think about …

7. Have you thought about

8. Your best option is …

9. For a really memorable experience, you should …

11. Завершіть наступний уривок рекомендацій щодо підтримки і збереження постійного складу клієнтів. - Complete the following extract with a, an, the or no article (X).

The_1) best way to ensure that __2) people come back again and again is to make sure that they are satisfied with ___3)_ service you provide. ___4)__ loyal customers are obviously ____5)_ happy customers and to make sure we keep them that way we need to find out their likes and dislikes. This can be done easily by recording ____6)_ information each time they stay. ___7)__ New technology has made it easier to collect ___8)_ customer data and we should use it on ___9)__ regular basis to inform them of ___10)_ special offers or exciting forthcoming events.

12. Прочитайте поради щодо турботи про збереження клієнтів. Customer care. Questionnaire tactics: We want to know you’re happy

When you ask a traveler to answer a questionnaire, remember to

• say what the questionnaire is about

• ask permission before you ask any questions

• tell the person how long the interview will last

It is not enough to ask polite questions. You have to sound polite, too. Smile, when you ask your questions. Avoid looking down at your question sheet all the time. Remember to look at the person you are interviewing.

Asking questions politely

It’s very important to ask questions politely when you carry out a survey. It is not a good idea to

ask direct questions.

Examples:

How old are you ?

What is your job ?

Where are you going ?

Instead try to use polite forms:

EXAMPLES:

Would you mind telling me how old you are ?

Could you tell me what you do ?

Can I ask you where you are going ?

13. Прочитайте і вивчить діалог. – Read, translate and learn the dialogue ‘Customer care and customer service’:

Woman:	… This afternoon we’re going to look at a customer care in the hospitality industry. Please feel free to comment or ask a question at any time. OK? Right. The hospitality industry is all about the customer. A business can only succeed if management put the customer first.
Students:	Mmm. / Yeah.
Woman:	So a business must try to meet and even exceed customer needs and expectations in everything they do. A successful business is always working to improve customer service …
Student 1:	But there must be lots of different levels of service …
Woman:	Yes. There are many differences in type and level of customer care provided. A 5-star hotel has a porter service, but a 3-star doesn’t. Customers at a 5-star expect this. They’re paying more for this kind of service.
Student 2:	Does that mean that the care in a 3-star isn’t as good ?
Woman:	No, not at all. The basic customer care should be as good, but the level of service is different. Customers at 3-star hotels are mainly business travelers during the week, who don’t have much luggage. Leisure travelers at the weekend are on a budget and would rather pay less for their room and only have basic services.
Student 2:	Ah …
Woman:	Also, the needs of different customers are very important. Er… You may be dealing with individual guests, groups, business travelers, er … families, or VIPs. Guests may have specific needs because of disability or diet…
Student 1:	And people from different countries.
Woman:	Exactly. They may be from different cultures and speak a different language. Your training encourages close colleges. So whoever your customer is or wherever they come from, you give good service. OK ? Your aim is to exceed customer expectations at all times.
Student 3:	Why is it so important when guests just come and go ?
Woman:	Well… A satisfied customer will come back. And they’ll recommend the hotel to new customers. It’ll be good for public image and sales will rise. And most important, for you, the hotel will be a better place to work in.

14. Домашнє завдання: підготуватися до лексичного диктанту та усного опитування. Вивчити нові слова та словосполучення, написати конспект, виконати всі вправи письмово, скласти свою розповідь до теми заняття, скласти питання до представників готелів з метою організації конференції і обрання найкращого готелю.