Федеральное государственное бюджетное образовательное учреждение высшего профессионального образования

«МОСКОВСКИЙ ГОСУДАРСТВЕННЫЙ

УНИВЕРСИТЕТ ПУТЕЙ СООБЩЕНИЯ»

Кафедра «Лингводидактика»

Гостиничное дело

Рекомендовано редакционно-издательским советом университета в качестве практикума

для студентов Гуманитарного института специальности «Гостиничное дело»

под редакцией Федоткиной Е.В.

МОСКВА – 2012

УДК 42

Г72

Дергунова Л.Е., Угольникова И.А., Матвеева Н.В.., Дронова Н.А., Апресян К.Г. Гостиничное дело. Практикум по английскому языку по устной речи для студентов Гуманитарного Института по специальности «Гостиничное дело»

/ под редакцией Е.В. Федоткиной – М.: МИИТ, 2012. – 56 с.

Практикум предназначен для развития навыков и умений устной речи по темам, указанным в «Примерной программе» по иностранным языкам от 2011 года.

Он включает 6 модулей и англо-русский словарь. Текстовой материал заимствован из оригинальной английской литературы и адаптирован в соответствии с целью данных методических разработок.

Практикум представляет собой коллективный труд преподавателей кафедры «Лингводидактика»:

Дергунова Л.Е.	Темы- 3, 4, 5, 9,14
Угольникова И.А.	Темы - 6, 7, 8
Матвеева Н.В.	Темы - 10, 11, 12
Апресян К.Г.	Темы - 13
Дронова Н.А.	Темы – 1,2 МИИТ, 2012

Модуль1. Основы государства и права в Российской Федерации

Text1 The Bases of State and Law in the Russian Federation

Russia is a multinational and multi-ethnic country with diversity of ideologies and religions. The main law of the Russian Federation is the Constitution. According to the Constitution, Russia is a federation and a presidential republic. The President is the head of state and the commander-in-chief. He is elected for a six-year term and can veto legislative bills before they become laws.

The 1993 Constitution declares Russia a democratic, federative, law-based state with a republican form of government. The state power is divided among the legislative, executive, and judicial branches.

Russia's legislative body was established by the Constitution approved at the December 1993 referendum. The legislative power is represented by the Federal Assembly, which consists of two chambers: the 450-member State Duma (the Lower Chamber) and the 178-member Federation Council (the Upper Chamber). They make federal laws and have power of impeachment. The leading political parties of Russia are the United Russia, the Communist Party, the Liberal Democratic Party of Russia and the Just Russia.

The executive power is exercised by the Government. The current Russian government is made up of the Prime Minister, two first deputy prime ministers, seven deputy prime ministers and 17 ministers. Most ministries and federal services report directly to the Prime minister, who then reports to the President. However, a number of bodies responsible for security and foreign policy are directly under the president's authority. Informally they are collectively referred to as the so-called "presidential bloc". It consists of the Interior Ministry, the Foreign Ministry, the Ministry of Emergencies, the Defence Ministry, the Justice Ministry and seven other federal agencies and services.

The judicial power belongs to the system of courts. There are the Supreme Court, the Constitutional Court, the Supreme Court of Arbitration, and lower federal courts.

The content of laws is formulated in accordance with international law and principles. Russian is proclaimed the state language, although the republics of the federation are allowed to have their own state languages.

Answer the Questions:

1. What is the main law of the Russian Federation?

2. What type of state is the Russian Federation?

3. How is the state power divided in the RF?

4. When was the legislative body of Russia established?

5. How is the legislative body of Russia represented?

6. How is the lower chamber of the Federal Assembly called?

7. Who has the power of impeachment in Russia?

8. What is the current Russian government made up of?

9. What does the so-called "presidential bloc" consist of?

10. Whom does the judicial power belong to?

Модуль 2: История гостиничной индустрии. Основы гостиничной индустрии. Маркетинг гостиничного бизнеса.

Text2 The History of Hotel Industry

The term “hospitality” derives from an old French word “hospice”, meaning a place of rest for travellers and pilgrims. Facilities offering guests hospitality have been in evidence since early biblical times. Travelers throughout the world have always sought hospitable places to rest and eat.

The Greeks developed thermal baths in villages designed for rest and recuperation. Later, the Romans built mansions to provide accommodation for travellers on government business. The Romans were the first to develop thermal baths in England, Switzerland and the Middle East. Later still, caravanserais appeared, providing a resting place for caravans along Middle Eastern routes. In the Middle Ages, monasteries and abbeys were the first establishments to offer refuge to travellers on a regular basis. Religious orders built inns, hospices and hospitals to cater for those on the move. Staging posts were established for governmental transports and as rest stops. They provided shelter and allowed horses to be changed more easily.

The Hotel Industry started in the 15th century in France, the law required that hotels keep a register of the guests. English law also introduced rules for inns at that time. At the same time, around 1500 thermal spas were developed at Carlsbad and Marienbad. During this epoch, more than 600 inns were registered in England.

The industrial revolution, which started in the 1760s, facilitated the construction of hotels everywhere, in mainland Europe, in England and in America. The first boom in the hotel industry started in the early years of the twentieth century which was rich in new hotels that rapidly became prestigious.

The fifties saw the second boom in the hotel industry. These years were also notable for the construction of the first casino hotels. This was also the time when the airline companies began to develop their own hotels.

In the sixties, new tourist resorts flourished around the Mediterranean. From Spain to Greece and from the Balearics to Yugoslavia, numerous city and beach hotels opened their doors to summer guests hungry for relaxation and a good dose of sunshine. Portugal and the Scandinavian countries soon followed their lead.

1970s saw the beginning of the construction of hotels for business people. It was supported by the airline companies that wanted to extend their efforts in the domain of hotels. The end of the seventies, when China opened its doors to foreign tourists, also saw the first congresses of international hotel experts.

The third boom in the hotel industry began in 1980s, marked by more inventive marketing and the development of hotels increasingly adapted to a particular type of clientele. This trend prompted the construction of hotels near airports, hotels for conferences, health hotels, ski holiday hotels, holiday villages and marina hotels. The first Property Management Systems appear in the hospitality market.

The early nineties were characterised by a recession in the hotel business, without doubt caused by reductions in multinationals' travel budgets and the growing crisis in the Gulf.

Nowadays, architects, designers, engineers, managers more and more are conscious that taste of guests could be different, according to their wishes or needs. Hotel specialists permanently analyse new trends, define better criteria, present modern standards in order to improve quality of life in hotels.

Answer the Questions:

1. What does the term “hospitality” mean?

2. When does the hotel industry take its beginning?

3. What establishments were the first to provide rest for travellers?

5. What did the first staging posts provide?

6. Where and when did the hotel industry start?

6. What did the law in France require at that time?

7. What facilitated the construction of hotels in mainland Europe, England and America in the early years of the twentieth century?

8. What were the fifties notable for?

9. What supported the beginning of the construction of hotels for business people in 1970s?

10. What is taken into account before building modern hotels?

Text3 The Bases of Hospitality Industry

One of the fastest growing sectors of the economy of our time is the hospitality industry. The hospitality industry alone is a multi-billion dollar and growing enterprise. The hospitality industry is diverse enough for people to work in different areas of interest and still be employed within the hospitality industry. Hospitality management involves the planning, organizing, directing and controlling of human and material resources within the lodging, restaurant, travel and tourism, institutional management, recreational management and meeting and convention planning industries. All of these separate yet related segments of the hospitality industry are interrelated to deliver kind and generous services to guests. The hospitality industry is one of the oldest businesses in history. The present hospitality industry is extraordinarily healthy and viable. The scope of the hospitality industry comprises of a range of businesses that provide services and facilities such as accommodation, food and beverage, entertainment, gaming and related products. The term “hospitality” has become accepted over the years as a generic word, which describes the well being of services and facilities related to tourists and travellers. The accommodation sector represents a vital part of the hospitality industry since the provision of accommodation, food and beverage is essential for anyone spending time away from home. Guests are the customers of the hospitality industry; they pay for the services and facilities provided by the accommodation establishments. Each guest is different, differences such as age, gender, cultural background and their reasons for traveling. Guests may be local residents, domestic or international guests. They may stay for an hour or longer!

These are the pillars on which the concept of Hospitality stands.

Housekeeping:

Housekeeping is more than just how to use a mop and broom. This department is responsible for cleaning and maintaining hotel premises which include public area, guest rooms, lobby, swimming pool area etc. generally this department is not visible to the guest. It works for guest satisfaction working round the clock to keep the environment clean and hygiene. This department works to give pleasant look of the hotel to the guest.

Front Desk:

A front office is the area of a business where clients and employees interact. It is the most important department of the hotel. The main function of this department is to give warm welcome to the guests. This is the first department where guest comes in contact with. It generates the maximum revenue for the hotel as it sells room to the guests.  Food & Beverage: It is a department which serves food and beverage to the guest in a very attractive and pleasing manner, which creates good impression on the guest. The food and beverage division is responsible for all of the dining rooms, restaurant - bars, bars, the galleys (kitchens), clean up and provisions.

Engineering:

This department provides the day to day basic utility services, electricity, hot water, air-conditioning and other services and is responsible for repair and maintenance of the equipment, furniture and fixtures in the hotel.

Health/ sports/ recreation:

The main purpose and motive of this department is to provide health and recreation to the people. With the increasing need to concentrate on the health issues, many hotels have come up with health gyms, spas, swimming pools, sports areas like billiards, golf etc. The aim is to provide a healthy environment both to the guests and the employees.

Safety/ security:

The security of guests, employees, personal property and the hotel itself is the foremost concern for the hotel. In the past, most security precautions concentrated on the prevention of theft from guests and the hotel. However, today such violent crimes as murder and rape have become a problem for some hotels. Unfortunately, crime rates in most major’s cities are rising. Hence today security department also concentrate on these additional criminal activities too.

Although there are many more departments working backend to keep the hotels running, these are majorly the departments that cluster under the hospitality.

Hospitality affects the customer satisfaction levels. Better the quality of services, more satisfied the customer feels.

A good hospitality management can also affect a country's image as it tells the quality of a service of a country. Globally, we need to share best practices for training and retention and make industry sponsored educational programs more readily available to employees at every organizational level.

Hospitality Industry captures major tourists and business markets by ensuring that the tourists get physically energized, mentally rejuvenated, culturally enriched, spiritually elevated and ULTIMATELY feel it from within.

When a company is looking for a place to relocate or to grow its business, many variables are considered. One such variable is quality of life. Quality of life is measured primarily by three factors: housing cost, education quality and cultural amenities. The hospitality industry underpins those cultural amenities that other businesses find attractive. The hospitality industry plays a significant, supporting role in these business dealings. Companies in the industry help enable others to do business hence fuels the economic growth.

1. What does hospitality management involve?

2. Why is hospitality industry one of the oldest businesses in history?

3. What does the accommodation sector represent?

4. What are the pillars on which the concepts of Hospitality stand?

5. What is housekeeping?

6. What is Front Desk?

7. What is engineering?

8. What is Health/ sports/ recreation?

9. What is Safety/ security?

10. What can a good hospitality management can also affect?

Text4 Marketing in Hotel Business

The hospitality industry consists of broad category of fields within the service industry that includes lodging, restaurants, event planning, theme parks, transportation, cruise line, and additional fields within the tourism industry. The hospitality industry is a several billion dollar industry that mostly depends on the availability of leisure time and disposable income. A hospitality unit such as a restaurant, hotel, or even an amusement park consists of multiple groups such as facility maintenance, direct operations (servers, housekeepers, porters, kitchen workers, bartenders, etc.), management, marketing, and human resources. The hospitality industry covers a wide range of organizations offering food service and accommodation. The industry is divided into sectors according to the skill-sets required for the work involved. Sectors include accommodation, food and beverage, meeting and events, gaming, entertainment and recreation, tourism services, and visitor information. Today the market of hotel services is one of the most dynamic market areas. The development of marketing in the hotel business is determined as a priority of companies’ business. A rapid improvement of the competition in the hotel sector of economy requires the development of marketing activity in the area of hospitality. The hotel business has its own peculiarities and methods of the development of marketing activity. The marketing term HoReCa connected with the hotel business has been used by Russian businessmen involved into the hotel business quite recently. The abbreviation HoReCa, the first letters of the English words Hotel-Restaurant-Café, is usually used for restaurant-hotel businesses. HoReCa is a specific services market and its marketing-mix has specific features. First of all, the specific nature of the hotel marketing is caused by the hotel product specificity. The hotel marketing product is a complex of services and accommodation, hotel service and food are staple products. Marketing-mix in the hotel business is the complex of instruments which help a market entity (a hotel) has effect on the target market. The most important instrument is hotel product – a service with the following peculiarities: the simultaneousness of production and consumption; the production is not for future use, its storage is impossible; quality volatility; seasonability; interdependency of hotel service and traveling aims. The specific features of the main hotel product – a hotel room – are its time and space fixity. Hotel services are considered the specific hotel product being bought by exchanged deals that means not possession but only a possibility of use at definite time and place. For hotel services it is very important to be quick in solving of problems. Nowadays the clients need prompt and quality services. The scheme of promotion in hotel business is the way of the customer to the product but not the product to the customer, because the product is rooms, restaurants and other services. The channels of distributing in the hotel business can be divided into direct and indirect ones. The direct channels are mail, e-mail, telephone and fax. The indirect channels are resellers, tourist agents, operators and independent hotel agents. Communication is one of the most important elements of marketing-mix in the modern hotel business. The communication in the hotel business is a process of informational exchange between clients and a hotel. The means of communication make interconnection with clients and form the hotel image. Advertising, sale promotion, public relation, personal sale are the most cardinal means of communication. The advertisements in mass media and in the Internet are widely used in the hotel business. The advertisement informs people about hotels and their services. Promotional activity is marketing practice of hotel businesses which motivate clients and resellers by discounts, special actions, different shows and demonstrations. Personal salesmanship in the hotel business is sharing the most important information with one or several clients to motivate customers to buy hotel services. The public relations of a restaurant-hotel complex are aimed at the development of bilateral connections with general public and the formation of a positive attitude to its activity. The pricing policy in the hotel business depends on representatives of several market segments. In some cases a client can refuse a hotel service because of its price. The hotel business is often a seasonal business and its pricing policy is under the influence of the number of clients in different seasons: 1) the prices rise when hotel services demand grows (summer time, holidays and important events); 2) the prices drop when the demand is the lowest; 3) shoulder season is characterized by an average demand and variation of prices. Marketing in hotel business has own specific peculiarities which are marked by special feature of hotel product. Specific peculiarities of marketing-mix are pointed out in following elements: hotel service, pricing, promotion and communication between the hotel and the client. There are also special elements of hotel business: staff, surrounding and process of service. These instruments give the possibility to put into practice marketing activity of enterprises in hotel sphere successful and form positive image of the hotel. That is why a hotel becomes competitive.

Questions:

1. What does the hospitality industry consist of?

2. What does the hospitality industry cover?

3. Is the market of hotel services one of the most dynamic market areas?

4. What does the marketing term HoReCa mean?

5. What is marketing-mix in the hotel business?

6. What is hotel product?

7. What is the scheme of promotion in hotel business?

8. What are the channels of distributing in the hotel business?

9. What does the pricing policy in the hotel business depend on?

10. In what way are specific peculiarities of marketing-mix pointed out?