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Файл:English for service and tourism industry = Английский язык в сфере обслуживания и туризма. Учебное пособие для СПО
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11. Пойдемте на платформу, поезд уже подали. Я пойду в вагон
и займу места. Билеты у тебя? — Да, конечно, только не забудь, что я не могу
ехать против хода поезда.
12. Простите, носильщик, вы свободны? Отнесите, пожалуйста,
мой багаж к третьему вагону. А вы можете донести багаж до
купе?
13. Можете положить ручную кладь на полку для багажа в вагоне.
14. Не кладите мой чемодан на полку.
15. Когда следующий поезд?— Через 15 минут, посадка уже
объявлена.
16. Когда мы отправляемся? — Уже скоро. По расписанию осталось 5 минут.
17. У нас на билетах места в разных купе. Что мы будем делать? — Я думаю,
мы сможем поменяться местами с кем-нибудь.
18. Я буду ждать тебя около камеры хранения через полчаса.
4.11 Fill in the gaps with the suitable modal verbs: must, should, would,
ought to, needn’t, can, could, may.
1. ... you tell me the time?
2. They ... not do this work themselves. They needed help.
3. ... I go with you? No, you....
4. Payment... be made by check.
5. This work ... be done today.
6. ... I have the menu card?
7. He ... to help them. They need his help.
8. You don’t look well, you ... consult the doctor.
9. Why ... I give you my money?
10. You... work hard at your English.
11. She ... get up early tomorrow. She doesn’t work on Sundays.
12. ... I speak to the head waiter? Certainly, you....
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13. You ... serve the customers quickly.
14. She ... not speak any foreign language. She speaks Russian only.
15. We ... go to the restaurant so early because dinner begins at one o’clock.
4.12 Find equivalents to the underlined modal verbs.
1. We must meet at 7 o’clock as we planned before.
2. That waiter cannot speak English.
3. Mary can cook well.
4. Must they come early every day?
5. You must come in time.
6. We must receive and serve our guests very well.
7. You must not smoke here.
8. Must I serve the dinner for you now?
9. He couldn’t explain anything.
10. Can you swim?
5 Hotel business
5.1 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.
customer потребитель
accommodation размещение
catering питание
vicinity близость, соседство, окрестность
vital жизненный
disgruntled в плохом настроении, раздраженный
to treat обращаться, относиться
to provide обеспечивать
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invisible невидимый
parking lot парковка
shuttle service услуги по перевозке
linen постельное белье
to vacuum пылесосить
intruder незваный гость
amenities удобства
pleasurable приятный
ironing board гладильная доска
coffee maker кофеварка
security measures меры безопасности
to maintain устанавливать
to assess оценивать
to perceive воспринимать
to retain сохранять, удерживать
5.2 Read the text and try to understand it to be able to do the assignments that
follow.
Hotel Industry
Hotels operate 24 hours a day providing their guests with accommodation,
catering, entertainment and some other services. For this operation to be
successful, departments must communicate and work together to provide high
quality customer service to the hotel guests.
What goes on behind the scenes should be invisible to hotel visitors, so that
they could enjoy a pleasant stay.
Excellent customer service is to be a hotel business. The two primary goals
of hotels are to make guests comfortable as well as to keep them safe. Hotels need
to implement safety and security measures without making guests feel uneasy.
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In fact, most standard hotels are located in the immediate vicinity of some
tourist attractions so that the guests will have an opportunity to visit them. If the
hotel is located in a city, it should be located near the public transportation. In
addition, the hotel should have a safe and secure parking lot for the hotel guests to
put their cars at overnight. If the hotel is not located near any local attractions, it
will usually provide a shuttle service to the places which guests might be interested
in, for example malls, restaurants, movie theatres, etc.
Standard hotel rooms are to be clean and safe. Before guests arrive at the
hotel, their rooms should be thoroughly cleaned: linens should be changed, the
bathroom cleaned and the floor vacuumed.
Standard hotels will provide guests with many small amenities that are
designed to make their stay as pleasant as possible. Such items as an ironing board,
coffee maker, and refrigerator are available in a standard room to add some
convenience to the staying in the hotel room.
Standard rooms will also have a television set with satellite TV to maximize
the level of relaxation as well as a telephone and an alarm clock next to the bed for
ease of access.
Hotel guests will appreciate catering service of the hotel establishments,
which is represented by a number of restaurants and bars that are ready to satisfy a
great variety of customers’ tastes.
Other hotel services often include a fitness centre, laundry and dry-cleaning
service, concierge service, car rental, room service, souvenir shop, resident doctor,
beauty salon, babysitting etc. Some hotels offer organization of business meetings
and business services, the Internet, free Wi-Fi, photocopying, fax etc.
Hotel guests usually expect a certain level of the hotel service and often will
become disgruntled if they feel they are treated as being unimportant. When
provided with excellent customer service, they will be made to feel special and
sure, they want to stay in this hotel again.
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Thus, maintaining good client relations is an important part of running a
hotel business. Treating guests like old friends can add a level of comfort to their
stay with you.
Keeping hotel guests satisfied with the quality of services provided is a key
to running a successful business.
5.3 Answer the following questions:
1. What does the Hotel industry provide its customers with?
2. What are the guests’ expectations?
3. What does a successful operation of the hotel depend on?
4. Why are most of standard hotels located in the city centers?
5. What are standard room requirements?
6. What amenities are available in standard hotels?
7. What are the two primary goals of hotels?
8. What services make staying at the hotel comfortable?
5.4 Give the English equivalents to the following words:
обеспечивать качественное обслуживание гостей
определенный уровень обслуживания
работать сообща
безопасная парковка
местные достопримечательности
чистота в номере
спутниковое телевидение
меры безопасности
преуспевание в бизнесе
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5.5 Give the Russian equivalents to the following words:
provide customers with accommodation
expect a certain level of service
enjoy a pleasant stay
have an opportunity to do smth.
shuttle service
change linen
vacuum the floor
be available for
make guests comfortable
5.6 Refresh your grammar. Translate the following sentences into Russian, paying
attention to the modal verbs:
Departments must communicate and work together to provide high quality
customer service.
What goes on behind the scenes should be invisible to hotel visitors, so that
they could enjoy a pleasant stay.
Hotels need to implement safety and security measures without making
guests feel uneasy.
The hotel should have a safe and secure parking lot for the hotel guests.
Before guests arrive at the hotel, the rooms should be thoroughly cleaned.
5.7 Translate the following sentences into English, paying attention to the modal
verbs:
1. Вчера мне пришлось убирать все эти комнаты.
2. Можно мне курить здесь? - Да, можно.
3. Вам следует помочь вашему другу. Он не может делать работу сам.
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4. Вам пришлось отложить поездку, потому что была плохая погода?
5. Вам следовало бы забронировать билеты заранее.
6. Я рад, что мне не пришлось уехать раньше.
7. Я не люблю рано вставать, но иногда мне приходится.
8. Официант должен накрыть стол для пяти гостей.
9. Вам не нужно ждать заказа. Вы можете взять любое блюдо, какое хотите.
5.8 Read the text and do the assignments that follow.
Hotel Services
Large hotels usually offer their guests different kinds of services. At the
laundry they can have their things washed and pressed. At the dry cleaner’s they
can clean their clothes. At the shoes repair shop they can have their shoes mended
and polished.
Hotel restaurants have a Room Service department for the guests. Room
service is the service of food or beverages in guests’ rooms. The Room Service
department works together with the kitchen of the restaurant. Hotels are often
judged by the standard of the room service they provide. Five-star hotels provide
room service for at least 18 hours of the day, but more often they provide 24-hour
service, and that service must at all times be friendly, quick and efficient.
The dishes available for service in rooms are listed on a special room service
menu.
The guests can order:
• Breakfast from 6 am to 11 am.
• All day dining from 11 am to 11 pm.
• A la carte dishes from 7 pm to 10 pm.
• Night owl menu from 11 pm to 6 am.
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Most orders to Room Service are given by telephone. The waiters from the
Room Service bring the dishes that were ordered by the guests on trays and
trolleys. They usually knock on the door three times and say loudly, “Room
Service”. When the door is opened the waiter enters the room and greets the guest.
The guest tells where to place the tray or trolley with dishes. The waiters usually
explain what they have brought, ask to sign the bill, and tell the guest to put trays
or trolleys outside their rooms in the passage after they have finished their meals.
5.9 Find the English equivalents in the text:
виды услуг в отеле, обслуживание номеров, обед в течение всего дня,
полуночник, ночное меню, столик на колесиках для подачи пищи, блюда по
выбору.
5.10 Translate into English:
1. Заказы на обслуживание номеров делаются по телефону.
2. Официанты приносят блюда, которые заказывались гостями, на подносах
или тележках.
3. Большие гостиницы обычно предлагают гостям различные виды услуг.
4. Когда дверь открыта, официант входит в комнату и приветствует гостя.
5. О гостиницах часто судят по стандарту обслуживания номеров.
6. Официанты обычно объясняют, что они принесли, и просят подписать
счет.
5.11 Discuss with your classmates:
1) Have you ever stayed at a hotel?
2) When and where was it?
3) How big was the hotel? Describe the facilities and services you used at that
hotel.
4) Would you like to stay at the hotel again? Why?
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5.12 Read and dramatize the dialogue.
Hotel reservation
Clerk: Good afternoon. Seaside Motel.
Carol: This is Carol Taylor. I’d like to make reservation for three people for
the Labour Day Weekend. Do you have any rooms available then?
Clerk: Let me check. How long do you plan to stay?
Carol: Only two days, Saturday and Sunday.
Clerk: Yes, we still have some rooms available. Would you prefer one room
or two rooms that adjoin each other?
Carol: How much do the rooms cost?
Clerk: The cost of one room with two double beds is £79 a night and the
rate for adjoining rooms with one double bed each is £49.
Carol: In that case, let me have just one room.
Clerk: All right. Can you spell your name, please?
Carol: Sure. It’s T-A-Y-L-O-R. Do you need a deposit?
Clerk: No, thank you. We can hold the room for you until 6:00. When do
you plan to get here?
Carol: We should be there by 5 o’clock at the latest.
Clerk: That’s wonderful. We’ll look forward to seeing you then.
5.13 Translate the following dialogues into English.
1.
- Гостиница «Звездная», добрый день!
- Я бы хотел забронировать одноместный номер с ванной на два дня.
- Вы хотите обычный номер или люкс?
- Обычный, пожалуйста.
- На сколько дней и какого числа вы приезжаете?
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- Я приезжаю 12-го, пробуду неделю, может больше. У вас сейчас
много постояльцев? Я смогу продлить проживание в том же номере, если мне
придется задержаться?
- В это время мы обычно загружены, но я уверена, мы сможем что-
нибудь для вас придумать. Вы хотите комнату с видом на море? Или это
необязательно?
- Вид на море - это, конечно, хорошо. Отличаются ли они по цене?
- Да, номер с видом на море на 100 рублей в сутки дороже.
- Это не большая разница в цене для меня.
- Хорошо. На чье имя забронировать номер?
2.
- Простите, вы администратор?
- Да, чем могу помочь?
- Я уезжаю сегодня вечером. Могу я освободить номер до обеда, но
оставить вещи в гостинице до 6 часов вечера?
- Да, конечно, вы можете расплатиться сейчас, освободить комнату до
полудня и оставить вещи у горничной на первом этаже.
- Это надежно?
- Конечно, надежнее, чем в камере хранения. Вот ваш счет.
- Спасибо.
5.14 Refresh your grammar. Note the functions of the gerund in the sentences
below and translate them into Russian.
1. They promised not to undertake any actions without consulting their
partners.
2. Please, excuse me for waiting too long.
3. What is the purpose of her staying here?
4. They were interested in improving hotel service.
5. The process of making this cake is rather difficult.
6. After reading the hotel rules the guests went upstairs.
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