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5.Pick out the right definition.

C) COMPUTER SOFTWARE

D) APPLICATIONS

B)A CHEF’S SPECIAL UNIFORM

C)A CHEF’S SPECIAL MENU

D)A CHEF’S SPECIAL COURSE

6.Insert prepositions where necessary.

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1.The receptionist is … charge … check-in.

2.The concierge speaks … different foreign languages … the hotel guests.

3.Hotel guests have to fill … registration card during the check-in.

4.The hotel manager is the host who offers hospitality … the guests.

5.The hotel manager has to handle … the guests’ problems and complaints therefore he often deals … the hotel guests … person.

6.The night manager is … duty during the night.

7.The receptionist shouldn’t escort … guests … their rooms.

8.The bellboy has to run … errands.

9.The concierge must help guests … letters and packages.

10.The good name of a restaurant depends … its chef.

11.The restaurant manager has to decide … the image of the restaurant.

12.All managers in the company report … the general manager.

13.The front desk clerk can help visitors … many ways.

7.Fill in the blanks with the words given below.

1. _________ works at a hotel’s information desk.

2. The hotel manager may work in a hotel ___________ or in an individual hotel. 3. In a family-owned restaurant the wife may act as ____________ or a chef.

4.___________ is the hotel manager who permanently lives in the hotel.

5.___________ registers hotel guests and assigns rooms to them.

6.In a large hotel the hotel manager is a professional _____________.

7.____________ is a special dish for which the restaurant is famous.

8.____________ is in charge of the restaurant policy and operations.

9.The receptionist is in charge of ____________.

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10.The concierge can act as _____________.

11.___________ is in charge of preparing pastries and sweet dishes.

12.__________ works in the food and beverage department of a hotel.

13.__________ manages the hotel when the general manager is not present.

13.The receptionist must send the signed registration cards to ___________.

14.In an individual restaurant the restaurant manager decides on the type of__________.

8.Translate the sentences into English.

1.Работники службы приёма и размещения должны бегло говорить на двух иностранных языках.

2.Работник службы приёма приветствует (welcome) гостей, регистрирует их и закрепляет за ними номера. Он не помогает гостю с багажом, но он должен помочь гостю заполнить бланк регистрации.

3.Консьержке часто приходится заниматься письмами? – Да, приходится отправлять по почте письма и бандероли. Часто ей приходится принимать сообщения для гостей.

4.Консьержка должна помогать гостям информацией по гостинице, городу и организовывать туристские услуги. Она должна быть очень квалифицированной (знающей), бегло говорить на многих языках и иметь общительный характер. Кроме того, она должна уметь пользоваться компьютером.

5.Главный человек в обеденном зале ресторана – это метрдотель. Он приветствует и рассаживает гостей. Затем подойдёт официант и принесёт меню. Он может порекомендовать блюда в меню. Официанты и официантки подают блюда, в то время как сомелье рекомендуют и подают напитки.

6.Главный человек на кухне – это шеф-повар. Повара и помощники – это команда на кухне.

7.Директорам ресторана приходится каждый день принимать решения о закупках и продажах.

8.Для гостей отеля управляющий отеля – это хозяин, который предлагает гостеприимство гостям отеля.

9.Для персонала гостиницы управляющий отеля – человек, который должен устанавливать политику гостиницы и контролировать её деятельность. Он

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проверяет, как различные отделы отеля выполняют свои функции. Часто ему приходится иметь лично дело с гостями. Он вынужден разбираться с их проблемами и жалобами.

10.В больших ресторанах существуют различные управленческие должности, например, управляющий по снабжению, управляющий по сбыту, управляющий производством, управляющий персоналом и другие. Все они подчиняются генеральному директору.

11.Управляющий ресторана отвечает за политику ресторана и его деятельность.

Discussion

9.Answer the questions on the texts.

1.Where does the receptionist work? What is the receptionist in charge of?

2.What must the receptionist ensure?

3.How must the receptionist help the guests?

4.What must the receptionist do with a signed registration card?

5.How can the receptionist help the visitors who have come to see the hotel guests?

6.Where does the concierge work?

7.Why must the concierge speak a few foreign languages?

8.How must the concierge help guests?

9.How can the concierge act as a travel agent?

10.What are other names for the hotel manager?

11.Where may the hotel manager work?

12.What is the hotel manager for the hotel guests?

13.What is the hotel manager for the hotel staff?

14.What does the hotel manager have to do?

15.What may other hotel management positions involve?

16.Where does the chef work?

17.What is the head chef? What does he have to do?

18.Whom does the head chef manage?

19.What sort of specialist chefs may there be? What are they in charge of?

20.What is the chef’s special?

21.How may the name of a restaurant depend on its chef?

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22.What does the restaurant manager do? What is he in charge of?

23.What does the restaurant manager have to decide on?

24.How can the restaurant manager provide for good restaurant staff?

25.Why does the restaurant manager have to see the guests?

26.What are other management positions in a restaurant?

27.What does the restaurant manager decide on in an individual hotel?

28.Who may be in charge of operations in a family-owned restaurant?

10.State whether the following statements are true or false. Comment on the true statements and correct the false ones.

1.“Hospitality” involves hotel and restaurant services.

2.The doorman helps the hotel guests with the luggage.

3.The bell boy runs errands for the guest.

4.The receptionist is in charge of the sales department.

5.The receptionist must help guests do the hotel formalities.

6.The concierge in a hotel can act as a tour operator.

7.The concierge in a hotel can act as a tour operator.

8.The hotel manager holds a management position in an individual hotel only.

9.The hotel manager plans and controls the hotel business and checks up how different hotel departments carry out their functions.

10.The hotel manager doesn’t deal with the hotel guests in person.

11.The resident manager is the manager who permanently lives in the hotel.

12.The head chef is responsible for the kitchen of a restaurant and manages the kitchen staff.

13.The good name of a restaurant doesn’t depend on its chef.

14.The restaurant manager is in charge of the restaurant policy and operations.

15.The restaurant manager may decide on the type of cuisine and the types of menus.

11.Make a summary of the text.

Part 2

1. Milan Havel works for a large hotel in London. He is giving a presentation

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about the hotel’s organization. Answer the questions.

Look at the organization chart for the hotel. Which jobs do you think go in the spaces?

Read the extract from Milan’s talk and see if you are right.

_____________________

Assistant managers (2)

________________________________________________________________

Receptionists Doormen

“My name’s Milan Havel, and I’m an assistant manager at the Hotel Ambassador in

London. There are two assistant managers, and one of us is always on duty at busy times. The general manager has overall responsibility, of course, and we report directly to her. We are responsible for the day-to-day running of the hotel. We plan the work schedules, manage the accounts, and deal with any problems to do with the staff or guests.

We have a staff about 100 people. Basically, there are four departments, each with its own manager.

Firstly, there’s a front of house – that’s receptionists, the people who deal with our guests on a daily basis. They check guests in and out, take reservations, make sure that everyone is getting the service they need. The reception team usually consists of a supervisor and two or three receptionists, depending on the time of day. They report to the front of house manager, who is also in charge of the porters and doormen.

Then there’s housekeeping – all the services to do with the rooms. The head housekeeper is in charge of this. She has a team of maids who make up the rooms,

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provide towels and bed linen, and ensure that everything is ready for a new guest. She also looks after laundry, and cleaning in other parts of the hotel.

The banqueting and conference manager organizes all the events that take place in the hotel. That could be one-day conference for twenty people, a or a big corporate function with hundreds of guests. He has a team of event organizers who look after groups and parties. For smaller functions we use our in-house catering staff, but for big occasions we employ agency staff by the hour.

And finally, there’s the food and beverage manager. I’ll tell you more about the restaurant in a moment …”

2. Complete the sentences (1-5) with a phrase from the box. Look back at the text to help you. More than one may be correct.

3. Read the text and draw the organization chart for the food and beverage department.

The food and beverage manager is responsible for the restaurant and the kitchen. Three people report directly to him: the head waiter, the bar manager, and .the head chef. The head waiter manages the specialist wine waiters and other waiters and waitresses. The bar manager is responsible for the bar staff. The head chef manages the kitchens and under him comes the assistant and souse chef. Then any other chefs

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report to the souse chef. Finally, the kitchen porters come at the bottom of that reporting line.

4.Complete the job descriptions (1-8) with the jobs on your food and beverage department organization chart.

1.The _______________ manages the bars on a day-to-day basis.

2.The _______________ wash dishes and do very simple jobs in the kitchen.

3.The _______________ serve drinks to customers, mix cocktails, and clean all the glasses.

4.The ______________ looks after the wines in the wine cellar and advises customers on which wine to choose.

5.The ______________ manages the day-to-day running of the kitchen.

6.The ______________ serve food to restaurant customers.

7.The ______________ helps the head chef and looks after the kitchen staff.

8.The ______________ is responsible for the restaurant and the waiting staff.

5.Imagine you are the food and beverage manager. Prepare a short presentation about the jobs and responsibilities of the people in your department. Use Milan’s presentation in Exercise 1 as an example. Organize your talk like this:

introduce yourself: My name is …. and I’m the …

introduce your department: Basically, there are three sections ….

Say who is responsible for the different departments, and what people do: The head waiter …

6. Work in pairs. Use the Internet, magazines, or reference books to find out what these people do in a hotel or on a cruise ship. Report back to your class and note any other interesting jobs you find.

Night porter, chef de partie, casino manager, purser, cruise director.

UNIT 7

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HOTEL SERVICES