Иностранный язык. Менеджмент в туристской и гостиничной индустрии. Учебное пособие

2.They _____________ (not have) many guests outside the summer season, but a big conference ___________ (take place) this week, so they’re very busy.

3.On Monday she ____________ (negotiate) with corporate clients.

4.Nathan ___________ (love) his job and he __________ (not refuse) to deal with an unusual request.

5.She ___________ ( work) in the kitchen this weekend.

4.2. To learn more about Present Continuous, go to:

1. https://learnenglishteens.britishcouncil.org/grammar/beginner-grammar/pre- sent-continuous

2. https://learnenglish.britishcouncil.org/grammar/english-grammar-refe- rence/present-continuous

4.3. To learn more about Present Simple, go to:

1. https://learnenglishteens.britishcouncil.org/grammar/beginner-gram- mar/present-simple

2. https://learnenglish.britishcouncil.org/grammar/english-grammar-refe- rence/present-simple

4.4. To learn more about Present Continuous and Present Simple, go to:

1.https://www.bbc.co.uk/learningenglish/course/lower-intermediate/ unit-2/session-2

2.https://www.bbc.co.uk/learningenglish/english/course/lower-interme- diate/unit-2/tab/grammar

5.PROFESSIONAL SKILLS. JOB ADVERTISEMENTS

5.1. Study the following advertisement to find out if you would like to do this job.What salary is suggested? What personal qualities and skills does the advert say you need to do this job? Compare your ideas with a partner.

Company: BUNAC Salary: Competitive salary Location: Canada Job description

Work and Travel in Canada for up to 24 months. Whether you're heading to Canada to soak up the vibrant city atmosphere in Toronto, the mountain biking in Whistler or the ski slopes and mountains in beautiful Banff, a flexible working holiday is the perfect way to pay for it all and gain great work experience whilst you're away.

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Typical jobs include:

Sales and customer service roles

Tourism & hospitality roles

Ski resort roles

Retail roles

At BUNAC we have two different programme options, designed specifically for backpackers.

Work Canada Essentials

Everything you need to hit the ground running for your working holiday. A comprehensive 24 month programme including:

Job finding support - including online jobs board, CV review and access to our Work Canada support centres in Vancouver or Toronto

2 nights arrival accommodation and welcome orientation

Travel advice & 24/7 in country support

Regular social events

Work Canada Ultimate

All the inclusions of the Essentials package plus:

A pre-arranged job prior to departure in either British Columbia, Ontario or Alberta. (4-6-month winter and summer contracts available)

Assistance with accommodation while working

Free or discounted ski pass (with most employers)

What we are looking for

18-30 years old.

Qualifications: No previous qualification required. Accepted degree subjects: Any

Additional job details

Location: Canada

Salary: Competitive salary

Contract, dates and working times: Full-time · Part-time

How to apply: Click Apply to start your application now. This job will be available on Prospects until 2 August 2022

Don't forget to mention Prospects to employers when you contact them. Closing date: Continuous recruitment

https://uk.jooble.org/jobs-tourism

5.2. Professional profile. Read about Colin Peters’ working experience and find out if the following statements are true or false. Be ready to correct false ones.

a) True/false statements.

1. Collin doesn’t care the value of the tour.

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2.Collin is not good at communicating with customers.

3.He has good knowledge of Europe, Asia and Africa.

4.He achieved the increasing in sales.

5.He is responsible for dealing with potential customers.

6.Collin considers all the client’s wishes developing tourism packages. b) Answer the questions:

1.What job has he done in tourism?

2.What are his responsibilities now?

3.What is he good at?

4.What qualities help him to be a good team worker?

5.Is he good at interacting with people from different cultures?

Colin Peters

76 Norman Road

Oldham

OA41 3QW

Mob: 079 6555 3458 Email: colin.p@live.co.uk

Personal profile statement

I am an extremely keen and creative Tourism Manager with experience in an array of tasks from online promotions and website maintenance to client budgeting and holiday promotions. I strive to provide my customers with the best tourism packages to suit their needs without exceeding their budget. My friendly approach and strong communication skills enable me to build rapport with guests, tour operators, staff, and guides thereby improving efficiency and boasting business. I specialise in organising holiday plans in Europe, Asia and Africa; therefore, I am aware of the most appealing places to visit that will make anyone’s holiday one to remember.

Achievements

Increased sales by 27 % at Green Globe Travels, 2016

Being promoted from Tourism Assistant to Manager within a year

Main duties performed:

Answering the phone and dealing with customer questions Maintaining the website and posting new content on a weekly basis Discussing holiday plans and packages with potential customers Emailing customers for their reviews on the service provided

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Skills

Ability to maintain a good business relationship, be responsive to changes in circumstances (cancellations, delays, etc.) and always willing to help

Exceptional communication skills developed through regularly holding meetings, delivering speeches and dealing with customers

Creativity; particularly in regards to planning personalized holiday plans The ability to effectively budget on behalf of our customers

Wide and strong range of IT skills, specialising in Microsoft Word, Publisher, Excel, Access, PowerPoint and Outlook.

Hobbies and interests

Due to my job being within the Travel and Tourism field, I have a natural urge to explore the world, visit new cities and learn about as many cultures as I can. I have extensive knowledge of some of the biggest cities in the world and I love to share this knowledge with family and friends by regularly going on holidays with them.

https://www.cvplaza.com/cv-example/tourism-manager-cv-template/

6. PROFESSIONAL SKILLS. SKILLS AND QUALITIES

6.1. What skills should you develop for the tourism and hospitality industry?

a) Discuss these statements with a partner. Write true (T) or false (F).

1. The job in tourism and hospitality industry doesn’t require any special training.

2. Hospitality industry is very difficult to work in.

3. Working in this industry means that you are able to meet all customers’ requirements.

4. It is important to learn about as many cultures as you can. 5. You should be a reserved and tidy person.

b) Read the article to check your answers.

The tourism and hospitality management industries demand for a very specific set of skills. The field is growing all around the world and in most countries, it is an industry that brings in foreign currency to the country. Knowing how to ensure that the people who come to your establishment have a good time and have no problem recommending you to others is key. So what skills should you then, develop for a successful career in hotel management or tourism? Here is a brief guideline on what you need.

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Customer service skills

The one skill that literally towers over all else, is your ability to meet the expectations of the customer. You could be simply serving them drinks or you could be in charge of the entire hotel but either way, you need to make sure that your customers are happy with the service that they receive. Hotel management UK for instance is a field that looks for individuals with high customer service skills all around. You will need to be both positive and proactive and even if you happen to be dealing with a challenging customer, smile, be polite and try to go the extra mile for that patron.

Having cultural awareness

In hospitality, or hotel management, a large percentage of the customers you face (and, indeed, people you work alongside) will be from abroad; this means working with people from a variety of cultural backgrounds. As a result, your ability to be culturally aware and adapt to attitudes and norms that are different from your own is crucial to building a successful career. Your customers may not always share the same values, beliefs or perceptions. It is important that you have cultural sensitivity and awareness when you try to make them comfortable.

Communication skills

In any industry, strong communication is highly valued. But when it comes to tourism and hospitality it is more so. Every day you will work with people from many different backgrounds and ages, nationalities and temperaments so you need to communicate clearly and well. Remember that you will be representing your brand. It is equally important that you are able to communicate well with your fellow staff as well.

Multitasking skills

One of the reasons why hospitality can be so difficult to work in is because it’s almost always hectic. In most cases, there’s no such thing as a quiet day in the office and, therefore, the ability to multitask and handle several tasks at once will serve you well. This means learning how to prioritise and manage your time effectively, while you’ll also need to be able to handle pressure and remain calm when things get chaotic. Even if it’s just a part-time role while you’re studying, these are key soft skills that are highly sought-after in any workplace.

Work ethics

You will need to work really hard if you are in this field regardless of your role. You will spend most of your time on your feet and you will be working really long shifts. Even then you will have to ensure that you maintain a positive and vibrant outlook when it comes to customers.

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Maintaining Professionalism

Most employers in the hospitality industry rely on their customer-facing staff to uphold the reputation of their brand; therefore, it’s important that, at all times, you remain highly professional. Usually, this means ensuring that you look tidy and well-groomed, are on time for your shifts and are not caught doing anything you shouldn’t be, such as smoking outside the main entrance or not washing your hands before handling food. It also means keeping your cool and not reacting negatively when dealing with an angry or irate customer, especially at the end of a long and tiring shift.

c) In pairs answer and discuss these questions:

1.Why does the tourism and hospitality industry bring in foreign currency to the country?

2.What are the main rules in dealing with the customer?

3.How cultural knowledge helps you to be an efficient worker?

4.What person should you be to succeed in this field?

5.What are the disadvantages of working in this industry? Make a list.

6.Which of the key points in the tourism and hospitality industry do you think are the most important?

7.Is cultural knowledge more important than language skills?

8.Can you think of some recent international events that have affected this industry?

d) In pairs make up a dialogue based on the text What skills should you develop for the tourism and hospitality industry?

6.2. Pre-listening task. Match the words and phrases 1-6 with the definitions a-f.

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6.3. Listen and fill in the missing prepositions. Track 2.3 of the English for International Tourism (new edition) pre-intermediate coursebook.

1.a recognized qualification …. this position.

2.…. least two years’ relevant experience.

3.stay calm …. crisis.

4.to deal …. both customers and staff.

5.to apply …. this position.

6.to enjoy working …. children.

7.People …. language skills.

8.to work …. a team.

9.It’s a job …. helping people.

6.4. Listen again and make notes about the experience, skills and qualities needed for each job.

Person 1

Person 2

6.5. The best skills for resumes. Employers are looking to hire employees who have the right mix of two different types of skills: soft skills and hard skills.

a) Study the table Hard Skills vs. Soft Skills

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https://www.indeed.com/career-advice/resumes-cover-letters/best-resume-skills

b) Look through the table again and decide if the following statements refer to hard skills or soft skills.

1.…… skills are personal habits and traits that shape how you work, on your own and with others.

2.…… skills are technical knowledge or training that you have gained through any life experience, including in your career or education.

3.……. skills are abilities specific to the job and/or industry.

4.……. skills may be referred to as “people skills” or “social skills”.

5.……. skills might include proficiency in software.

6.……. skills include proficiency in communication and customer service.

7.……. skills are good knowledge in operating certain equipment or machinery

8.To have …… skills mean to be good at foreign languages.

9.If you’re a …… developer skilled you are good at problem-solving and time management.

10.….. skills are usually teachable while …. skills are much harder to develop because they are typically personality traits and, therefore, extremely valuable to employers.

Remember! As a job seeker, it’s important to highlight your best hard and soft skills to position yourself as a well-rounded candidate. It’s also helpful to consider how the two types of skills relate to one another and the job.

7. PROFESSIONAL SKILLS. COVERING LETTERS

An email cover letter. Learn how to write a cover letter or email to respond to a job advert.

7.1. Pre-reading task. Put the words in the correct groups.

sales assistant,communication skills, high school diploma, IT consultant, degree in information technology, ability to work under pressure, Master’s

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in Engineering, certificate in hotel management, engineer, marketing manager, good team player, good at problem solving

7.2. Read the textAn email cover letter

An email cover letter

From: Laura Mazzanti

To: David Kelly, HR Manager

Subject: Application for sales manager position Dear Mr Kelly,

I am writing in response to the job advertisement on the ABC Jobs website for the position of sales manager.

I have five years of experience in sales. For the last three years, I have worked as a team leader, managing a team of 20 sales assistants in a large store. I have experience in hiring, training and managing staff. I have good communication skills and I can speak Italian, Spanish and English.

I have attached my CV with more information about my background and qualifications.

I look forward to hearing from you soon. Best regards,

Laura Mazzanti

7.3. Study the following tips.

1.Be specific in the subject line and say what job you are applying for.

2.Start your email with Dear Mr/Mrs/Ms + person’s surname.

3.Say where you saw the advertisement.

4.Say which job you’re applying for. You can use the sentence I’m writing in response to the job advertisement for the position of … .

5.Write a short paragraph to say why you’re suitable for the job. Mention your education, qualifications, work experience or skills.

6.Attach a CV (also known as a résumé in the USA) with more information about your qualifications and background.

7.End by saying I look forward to hearing from you soon or I hope to hear from you soon.

8.Sign off with Best regards or Best wishes.

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7.4. After reading activities. a) Choose the correct answer.

1.Which of these is the best subject line? a. Jobs

b. Application for IT consultant position c. IT consultant

d. Job advertisement

2.Which of these should you NOT use to start a cover letter or email? a. Dear Mr Kelly,

b. Dear HR Talents, c. Hi Stephen,

d. Dear Sir/Madam,

3.Which of these phrases can you use to complete this sentence? I’m writing … the job advertisement for the position of IT consultant.

a. in response to b. regarding

c. with regards to

d. in response to / regarding / with regards to (all answers are correct)

4.In your email, what can you also include?

a.details of your hobbies

b.all of your work experience

c.one or two examples of your relevant skills

d.the names of all your family members

5.What is a CV called in American English? a. a résumé

b. a job application c. an advertisement d. a position

6.Before writing your name, how can you sign off your email? a. Ciao!

b. Laters, c. Bye,

d. Best regards,

b) Put the parts of the email in the correct order.

______Best regards,

______I look forward to hearing from you soon about a possible job in-

terview.

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