Гостиничное дело. Практикум

The front desk is located in the lobby of the hotel. The lobby is the pubic entrance area that gives access to the guest rooms, restaurants, bars, shops and other facilities in the hotel. In a commercial or resort hotel, the lobby is often a large space that contains lounging, reading and writing areas. It is often used as a meeting place by the guests and the general public. The lobby of a motel that serves overnight transients, on the other hand, may be only about the same size as the waiting room in a doctor’s office.

TEXT WORK

1. Phonetic Drill. Transcribe and pronounce correctly:

Valuables, assign, pigeonholes, switchboard, straightening, routine, complaint, pertinent, procedure, smoothly, concierge, chores, affirmative.

2. Find English equivalents in the text and use them in the sentences of your own:

1)частый контакт с посетителями;

2)приемная;

3)забрать ключи и почту;

4)оставлять ценности;

5)оплачивать счет;

6)вестибюль;

7)почтовый ящик;

8)обналичивать чек;

9)обменять валюту;

10)коммутатор;

11)встречать важных гостей;

12)подтвердить наличие свободных мест;

13)заполнить регистрационную карточку;

14)без сбоев функционирующая система;

15)транспортные компании;

16)разделять функции;

17)освободить номер в гостинице;

18)уезжающий гость;

19)напоминать работу в других отелях;

20)важный фактор успеха.

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3. Give antonyms to the following words and word-

DIALOGUE 1

Read and memorize the dialogue.

CHECKING IN

Guest: Good evening. My name is Casado. I have a reservation. Reception: Good evening. Mr. Casado. Yes, we received your telex. A single room for two nights, leaving on 22nd December.

Would you please fill the registration form? I’ll get your key.

Guest: Thank you.

Reception: Here is your keycard. Your room number is 807. Would you like dinner tonight?

Guest: Perhaps later.

Reception: Well, the hotel restaurant is open until 11.00 pm. But if you want something to eat later than it, just call room service.

Guest: Good. Er… is Mr Archer here yet?

Reception: No, sir. Not yet. But I’ll ask him to call you when he arrives. Will you be in your room?

Guest: Yes, I think so.

Reception: Certainly, sir. Now… the bellboy will show you to your room. Have a pleasant stay in Stockholm, sir!

Guest: Thank you.

DIALOGUE 2

Read and memorize the dialogue.

CHECKING OUT

Cashier: Good afternoon. What can I do for you, sir?

Guest: I’d like to check out now.

Cashier: Your name and room number, please? Guest: John Smith. Room 678.

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Cashier: Just a moment, sir. I’ll draw up your bill… here’s your bill, sir.

Guest: And what’s this amount for?

Cashier: That’s for the phone calls you have made from your room. And that is for the in-house movie.

Guest: I see. May I pay by traveler’s cheques?

Cashier: Certainly, sir… Thank you. Here’s your receipt. Guest: Thank you. May I leave my luggage here until I’m ready

to leave this afternoon? I’d like to do some shopping.

Cashier: Yes, sir. How many bags do you have?

Guest: Just these two. I’ll be back at around 3 o’clock.

Cashier: That’s fine. Have a nice day, sir.

TEXT 2

Read and translate the text.

THE HOTEL INDUSTRY IN TAIWAN

Taiwan currently/promptly has a total/an amount of 104 tourist hotels. Taipei alone has 24 first class international hotels and dozens of tourist ones. The Tourism Bureau has established a hotel rating/measuring system called Plum Blossoms. Five Plum Blossoms balances/equals the standard international Five Star rating.

While most of Taiwan’s top class hotels have standards similar to first-rate establishments/enterprises anywhere in the world, they also have a unique style of traditional Chinese service and hospitality/welcome as a highly refined art, not a tiresome obligation/debt. They really mean the saying of Confucius that «When friends come from afar, is this not indeed a pleasure?».

Taiwan’s most famous hotel is undoubtedly the Grand Hotel in

Taipei. Situated on the top of the ridge, it offers excellent/valuable views of the city. It is built in the classical imperial style/method, and its ornate/deluxe gardens and shaded paths give it a special air of peace and dignity/pride in contrast to the noise and bustle of the city below.

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Translate into English.

1.Я хотела бы забронировать одноместный номер с ванной комнатой на две недели.

2.Не могли бы вы зарезервировать для меня двухместный номер с ванной на двое суток, начиная с 12 декабря.

3.Я хотел бы забронировать номер для моего коллеги на следующую неделю. — Какой именно номер вы хотели бы забронировать? — Двухкомнатный номер с душем.

4.— Добрый день. У вас есть свободный одноместный номер с ванной? — Да, есть. Сколько времени вы планируете оставаться у нас? — Два дня.

5.— Это номер с ванной, не так ли? — Да, во всех номерах есть душ или ванная комната, цветной телевизор и бар.

6.Могу я пообедать сегодня вечером в номере? — Конечно, вы можете обратиться в отдел обслуживания номеров.

7.— В какое время подают завтрак? — Завтрак сервируют

с7 до 10 часов в «Garden Restaurant» на первом этаже.

8.— Не могли вы бы разбудить меня утром? — Да, конечно. В котором часу? — В семь.

9.— Какова оплата за двухместный номер с ванной в сутки? — Плата за комнату с английским завтраком составляет 18 фунтов на человека.

10.— Чем могу помочь? — Я хотел бы освободить номер и получить счет. — Ваше имя и номер комнаты, пожалуйста… Вот ваш счет.

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Unit 6. Jobs And Careers At Hospitality Industries

WORD BANK

a must — обязательное условие attitude — отношение

bias — предубеждение, предвзятость, пристрастие boardroom — зал заседаний совета директоров burger — гамбургер

burnout — изнеможение, истощение chef — шеф-повар

consecutive — последовательный cost — расходы

day off — выходной день

detrimental — приносящий убыток, пагубный, вредный dish room — здесь кухня

dishwasher — посудомойщик entertainment — развлечение

entry-level job — работа начального уровня envision — представлять себе

envy — зависть

essentially — существенно, по существу

excessive — непомерный, чрезвычайный, чрезмерный furthermore — более того

hospitality — гостеприимство, индустрия гостеприимства hot — здесь актуальный, насущный, требующийся insurance — страховка

joint — место, заведение lean — неприбыльный

maintenance — техобслуживание newcomer — новичок

open mind — открытый, восприимчивый ум opening — вакансия

owner — владелец

PhD = Doctor of Philosophy — степень доктора наук

prep = prepare/preparation — приготовить, приготовление probably — возможно

rapidly — быстро repair — ремонт

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reward — награда

rock band — рок-группа

stock options — выплата зарплаты акциями предприятия store — магазин

to advance — двигать(ся) вперед, продвигать(ся) to aspire — стремиться

to break in — ворваться, попасть, прорваться to complete — соревноваться

to consider — считать, думать, полагать

to discourage — лишать мужества, приводить в уныние, удручать

to encourage — вдохновлять

to excel — превосходить, превышать, быть значительнее, отличаться

to exemplify — показывать, являть собой пример, служить примером

to gamble — играть в азартные игры

to land a position — получить должность to make adjustment — приспособиться to obtain — получать

to operate 24/7 — работать 24 часа в сутки семь дней в неделю to pay dues — платить налоги, платить по счетам

to pop up — появляться

to provide opportunities — предоставлять возможности to recognize — понимать

to throw in — бросать, добавлять to top — возглавлять, быть сверху

to usher — усаживать, показывать места to wait tables — обслуживать столики

to whet the appetite — возбуждать аппетит to work overtime — работать сверхурочно urban — городской

usher — билетер

venue — (общественное) место worth — стоит

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TEXT 1

Read and translate the text.

HIT YOUR STRIDE IN HOSPITALITY

If you’d like to work in an industry where it’s possible to go from the dish room to the boardroom, a career in hospitality may be right for you. You’ll probably have to wait tables and prep a few meals in between, but the rewards are well worth the work.

And while the hospitality industry has kept itself lean over the past two years, there will be a growing number of opportunities for newcomers as the economy continues to grow. Urban areas tend to have more hospitality jobs than rural areas, with tourist meccas topping the list.

«People always have to eat» — says Gerald Fernandez, president of Providence, Rhode Island’s MultiCultural Foodservice & Hospitality Alliance (MFHA). «That gives you some job security».

Break In

So how does one go about obtaining a position in this industry? Bosselman notes that there are openings in hospitality venues in every city. Visit the restaurants, hotels, stadiums, etc., that you are interested in working for with a positive attitude and a good work ethic, and you’ll likely land a position.

Balancing Your Plate

The hospitality industry may operate 24/7, but that doesn’t mean you’ll be working around the clock. The industry recognizes that employees seek work/life balance. To complete for talent, companies are making adjustments. Progressive hospitality organizations are giving employees consecutive days off and are not requiring excessive amounts of overtime. They recognize that employee burnout is equally detrimental to the employers and patrons as it is to the employees.

(by Roberta Chinsky Matuson)

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TEXT WORK

1.Pronounce correctly and transcribe. Consult the dictionary if necessary.

Buzzword, council, human, resources, incredibly, diverse, ancillary, piece, merging, to acquire, career, security, obvious, increase, patience, flexibility, excellent, interpersonal, service, first, foremost, awareness, senior, executive, experience, credentials, might, while, gratis, actually.

2.Fill in the blanks with prepositions from the last below where necessary. Translate the article.

NOT A 9-TO-5 JOB

… the hotel business, you will definitely need to work nights and weekends. You also need to make yourself as invaluable … the organization as possible. You will need to join associations and travel … you area to keep your network and information … … date.

A good hotel manager spends her off-hours looking … the city … her clients’ point … view. She notes such details as how many steps it takes to get … one location … another and all kinds … additional information she thinks her clients need to know. For example, if a client wants to try a new restaurant … town located … in area … transition, she wants to be sure she tells him that before she sends him … that direction.

In, to, at, of, up, from, throughout.

3. Agree or disagree with the following statements. Give

1. Hospitality industry has been very profitable over the last two years.

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2.Hospitality industry has been very profitable over the last two years.

3.There is a growing number of opportunities for newcomers in hospitality.

4.Rural areas have as many job opportunities in hospitality as the urban areas.

5.Service-oriented positions are in high demand.

6.You can get paid to see your favorite rock band in concert.

7.Positive attitude will never help you in finding a job.

8.Be discouraged if you are offered a position as a dishwasher.

9.Some of today’s top chefs and restaurant owners started their careers washing dishes.

10.Hospitality industry is growing very rapidly.

11.You will be working around the clock in hospitality.

12.Progressive hospitality organizations offer their employees a lot of benefits.

13.Progressive hospitality organizations are requiring excessive amounts of overtime.

14.Promoting hourly workers into management positions is a common practice in hospitality.

15.A hospitality company can give you a new car for your

own.

DIALOGUE 1

Read and dramatize the dialogue.

Greta Mueller is trying to arrange a conference for Tonini International. She is talking to the sales manager of the Plaza Hotel in Monte Carlo.

Greta Mueller: Yes. As I said on the telephone, we are planning a three day conference in April next year for about 150 people. Now, we will need one large room for the main conference and three smaller rooms for round table discussions for around 40 delegates each.

Sales Manager: I see. Well, the ballroom is big enough to hold 200 theatre-style. We do have a number of rooms next door to the ballroom, but they are probably a little too small for 40 people.

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Greta Mueller: But presumably, do you have some other meeting rooms?

Sales Manager: Yes, we do. We can certainly accommodate you elsewhere in the hotel.

Greta Mueller: Fine. What about equipment?

Sales Manager: We can supply most things — overhead projector, cordless microphones…

Greta Mueller: What about autocue? Sales Manager: No, I am afraid not.

Greta Mueller: And support services — secretaries, interpreters, photographers?

Sales Manager: We can arrange full support services through an outside contractor.

Greta Mueller: Good. Will it be possible to get detailed room plans?

Sales Manager: Certainly. Our conference pack has all that sort of information, as well as a full list of our menus and room rate.

DIALOGUE 2

Read the dialogue about preparation for tourist fare. Draw a chart with all the stages mentioned.

Allan: One of the things I have to do is to look after a stand at the exhibitions and fairs and I’m responsible for seeing that everything is coordinated properly and goes to plan.

Bennie: And what does that involve?

Allan: Well, first of all we spend four to five days discussing all the requirements and also how much money we can spend and once a decision has been made on what we need and the budget then I start to draw up a plan of action and set myself a time scale for doing things. Generally, I would say it tasks about 12 to 13 weeks to get everything organised from start to finish. So I draw up a little chart of all the tasks that need to be done and put them into some sort of sequence. Then I make enquiries with all the people who will be involved and try to work out how long each stage will take. So, for example, I know that they need 90 days’ advance notice to book the stand.

Bennie: 90 days?

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