Добавил:
ivanov666
Опубликованный материал нарушает ваши авторские права? Сообщите нам.
Вуз:
Предмет:
Файл:Английский язык. Ч.3. Учебное пособие для студентов бакалавриата, обучающихся по направлению «Туризм», профиль «Международный туризм»
.pdf
food, warmth, ___________11 and friendship. You can’t please
all people all of the time but the art lies in wanting to try.
(Strutt P. English for International Tourism , New Edi-
tion, Pearson Education Limited.- 2013)
17. Answer the questions.
1) What are typical of the issues that hoteliers have to
deal with every day?
2) What sort of decisions do they have to make on a daily
basis?
3) What qualities and skills are needed for a hotelier?
4) Why is there also a strong theatrical aspect to running a hotel?
5) What makes most of hotel owners feel ‘totally exhausted’ at the end of a working day.
6) Why is hospitality considered to be a fascinating and
rewarding industry?
18. Work in pairs. Hotelier’s job is often described as
responsible, tiring, fascinating, and rewarding. Support or refute this statement. Provide your arguments.
Exchange the ideas with your partner.
19. Read the article “How to run a hotel” by Debbie Williams
and match the headings with the correct paragraph.
A What’s a challenging aspect of your job?
B What type of person thrives in the hotel industry?
C What kind of skills do you need to run a hotel?
D What does a typical day look like?
____I don’t know that I have any really great skills other
than a joy of doing business with people, making sure they
are happy and ensuring the kitchen and all other functional
aspects of my property are right up to par.
You manage the resort business and the hotel business
by walking around and ensuring the kitchen is running, the
bathrooms are perfect, the bedrooms are well adapted, that
your housekeeping department is on the job and that the
grounds are well taken care of. These are all things that you
have to watch carefully because they are a reection on your
operation.
21
____I would usually be up at 5am, as soon as the light
begins in Canada, and fully immersed in the many things
that needed attention that day: the needs of the kitchen, the
front desk and the housekeeping department to start with.
The grounds are also very important – the waterfront, canoes,
sailboats and tennis courts need to be ready.
I would then check that the pool was clean, that the
grounds were prepared and that the golf course was ready
for my guests to play. You need staff who are responsible but,
really and truly, unless you are there to supervise and see
what’s going on and make sure those things are being provided for your guests, they could have disappointing experiences.
I didn’t want disappointing experiences, so I was fully engaged from morning to night. The last thing at the end of the
night was to make sure the bar was closed and that nobody was
lost in the hot tub or something like that before I went to bed.
A typical day is never typical. Something would happen
in each day that would create my work. There might be a crisis here or a joy there. There was something going on all the
time – it could be a wedding to take care of or just lots of small
jobs. So, you are never bored. In fact, the day would go and I’d
wonder what happened to it!
____Stafng is a huge issue. The industry has changed
considerably since I got into it thirty ve years ago. We had
local staff who were committed to working in my establishment because it was there, it was convenient and they had a
background in it already.
Today, those peoples’ children are sophisticated. They’ve
gone to university; they’ve gone ahead. They all want to be in
high tech business. So, you are often employing people from
abroad that have no experience in the industry. You may have
to train them.
There could be a language problem. Then, you may have
union issues, so you need to look at what it is that you are going to commit to and what you want to do.
____In my particular case, I lost my rst marriage because of my absolute immersion into my properties. You’ve
got to examine that: what are you prepared to sacrice for the
business? Ultimately, if you end up with a pocket full of cash
but lost your family, it’s not worth it at all.
22
I’m a perfect example. I’m a total dropout. I didn’t go to
school until I was nine and I left when I was sixteen. My father was dead when I was three and my mother when I was
twelve. So, it was sink or swim. When I came to Canada, I
didn’t have anybody to come to and no one to fall back on.
If you cater to the needs of others and you are observant,
then I think you are a winner right there.
(http://uk.businessesforsale.com/uk/search/hotels-and-holiday-
accommodation-businesses-for-sale/articles/how-to-run-a-hotel)
20. Watch Youtube video “Top 10 Hotel Management Tips
for Managers in the Hospitality Industry” (6.29 ) and
answer the questions.
1) Why is it so important to form and foster a great
team?
2) What helps hotel manager to create strategic business relationships?
3) Why do hotel and restaurant professionals need to be
web savvy?
4) What do hotels need to be able to maintain their business and daily activities?
5) What is the best way to deal with customers’ complaints?
Watch the video again and ll in the gaps.
1) As a hotel manager. You are only as good as the
__________ around you.
2) Focus on developing ___ _________ ________ that reects the goals of the company.
3) All hoteliers want to know how to better ____________
and __________ themselves.
4) More and more hotel reservations are __________
____________.
5) Hotels need to have the right hotel _______________
to be able to ___________their business and daily activities.
21. Translate into English.
1) Управляющий отелем отвечает за ежедневную деятельность отеля.
23
Управление бизнесом и людьми – одинаково важ-
2)
ные элементы в работе Управляющего отелем.
В настоящее время мы планируем значительное
3)
обновление всех гостевых номеров и люксов, что
обойдется в 9,5 миллионов долларов.
Мотивирование сотрудников и их удержание явля-
4)
ется важнейшей заботой в сфере гостеприимства.
Если у вас проблема с возможным перебронирова-
5)
нием, следует обсудить альтернативные организационные меры по размещению дополнительных
гостей.
Управляющий отелем отвечает за управление все-
6)
ми службами отеля, включая службу приема, бронирование, службу консьержей, обеспечение питания и поэтажную службу.
Управляющий должен также уделять внимание
7)
мелочам, показывая пример сотрудникам как следует удовлетворять потребности и идти навстречу
чаяниям гостей.
Обслуживание гостей – это забота о них, т.е. то, как
8)
отель создает и направляет свои продукты и услуги
на обеспечение потребностей гостей.
1.2. Managing a travel company
Lead- in
1. Mark the statements as TRUE or FALSE.
1) Travel agents compose and sell travel travel-related
products.
2) Travel agencies vary in their size and specialization.
3) Large travel agencies have to cut costs and focus on
online sales whereas independent travel consultants
take their niche.
4) Travel agent’s responsibilities remain the same regardless the size or specialization of the organization.
24
5) Online bookings open-up opportunities for home-
based self-employment reduce the numbers of staff in
retail outlets.
6) To be at an advantage and increase your chances to
get hired you need some relevant management experience in other areas of tourism industry.
Vocabulary
1) to promote – продвигать, способствовать
n. promotion – продвижение
2) to range – варьироваться
a range of smth – ряд чего-либо
3) to specialize in smth – специализироваться на чем-
либо
specialization – специализация
a specialist – специалист
4) competitive – конкурентоспособный
n. competitiveness – конкурентоспособность
5) to meet the demands – удовлетворять спрос
6) a tailor-made trip – индивидуальный тур
7) to hit a target – добиться цели
8) to exceed – превышать, превосходить
n. excess – излишек
adj. excessive – излишний, чрезмерный
9) managerial – управленческий
10) to manage a budget – управлять бюджетом
11) to maintain statistical and nancial records – вести
финансовую статистику
12) bespoke travel – индивидуальный тур
13) to liaise – устанавливать или поддерживать связь
14) a customer enquiry – запрос клиента
v. to enquire – выяснять, узнавать
to enquire of smb about smth – спрашивать у кого-то
о чем-то
15) to oversee – наблюдать
n. oversight –наблюдение, надзор
25
16) stafng – набор кадров
17) to ensure – гарантировать, обеспечить
18) to approach (smth) – подходить, приближаться, обращаться
n. approach (to smth) – подход
19) to advise on smth – давать совет по какому-либо вопросу
20) to retain – удерживать, сохранять
n. retention – удержание, сохранение
21) payroll – платежная ведомость; рабочие (предприятия)
22) commitment to smth – обязательство перед чемлибо; приверженность чему-либо
v. tp commit to smth – брать на себя обязательства за
что-нибудь
23) resilience – устойчивость
adj. resilient – устойчивый
24) to enhance – укреплять, усиливать
n. enhancement – усиление, укрепление
25) relevant experience – соответствующий опыт
26) advantageous – выгодный
2. Study the Vocabulary list above and ll in the gaps with
appropriate words from the list.
1) Partnering with other tour operators who offer complementary products is a smart way to reduce your
_________ ________ while making your package more
appealing.
2) On the day of the event, they _________all operations
to ensure things run smoothly.
3) Choose one of our __________ tours which can be modied to suit your interests, available time and budget.
4) When customers make _________ via email, endeavor
to respond as quickly as possible.
5) It’s rather difcult to remain __________ in times of
economic turmoil.
26
3. Match up the words to make collocations.
ensure a business
hit costs
promote protability
cut partners
liaise with a target
4. Fill in the gaps with the collocations from 3.
1) Applying proper pricing techniques you _______
________.
2) Our head ofce will _________ with the ________ to
ensure delivery.
3) Calculate time needed for sales _______ the
growth ________.
4) According to a recent McKinsey Quarterly survey, 79
percent of all companies have ______ _______ in response to the global economic crisis.
5. Read the Text A and answer the questions.
Text A
JOB-PROFILE
Travel-agency manager
Combine your love of travel, management, sales and cus-
tomer satisfaction by working as a travel agency manager
Travel agency managers work in retail travel outlets,
which promote and sell holidays and travel-related products.
Travel agencies range from small independent business-
es to large chains. Some specialise in business travel while
others have detailed knowledge of specic locations or travel
products.
Depending on the size of the organisation and the cus-
tomer base, your responsibilities will usually include:
• daily operational management;
• sales development;
• staff and nancial management.
As a travel agency manager, you must be able to offer spe-
cialist, professional and competitive travel products to meet
27
the demands of the travel market, which includes online bookings and tailor-made trips.
As the larger travel companies close more of their high
street shops to cut costs and focus on online sales, there are
possibilities for independent travel consultants to ll the gap.
Responsibilities
You will be responsible for developing strategies to hit
or exceed sales targets, regardless of the size of the outlet or
products offered. Depending on the size of the company and
the specic managerial role, tasks could include:
• promoting and marketing the business, sometimes to
new or niche markets;
• managing budgets and maintaining statistical and -
nancial records;
• selling travel products and tour packages;
• sourcing products and destinations to meet consumer
demands for bespoke travel and sustainable tourism;
• taking part in familiarisation visits to new destina-
tions to gather information on issues and amenities of
interest to consumers;
• liaising with travel partners, including airlines and
hotels, to manage bookings and schedules, often one
year in advance;
• dealing with customer enquiries and aiming to meet
their expectations;
• overseeing the smooth, efcient running of the busi-
ness.
While online bookings have opened up opportunities for
home-based self-employment and can reduce the numbers of
staff in retail outlets, the majority of managers still deal with
stafng issues as a large part of their role.
Tasks concerning the management of travel agency staff
typically involve:
• constantly motivating the sales team to hit their tar-
gets and ensure company protability;
• meeting regularly with team leaders to give them
sales gures and plan how they approach their work;
• meeting company directors who advise on strategy
and nding out about any local issues and future
trends;
28
• overseeing the recruitment, selection and retention of
staff as well as payroll matters and staff training;
• organising incentives, bonus schemes and competi-
tions;
• communicating with sales consultants and providing
encouragement, help and advice;
• dealing with disciplinary matters and customer com-
plaints.
Skills
You will need to have:
• excellent communication skills;
• diplomacy and tact;
• innovation and energy with a desire to drive others;
• commitment to people management;
• sound judgement with attention to detail;
• competent IT skills;
• strong organisational skills;
• resilience to cope with long hours and pressure at
peak times;
• a genuine interest in travel.
As a potential manager, you must be able to demonstrate
an awareness of some of the main trends in travel. This incorporates the demand for tailor-made holidays.
There is more industry and consumer awareness of sustainable tourism, including projects which look at the economic and environmental impacts of tourism. Knowledge of
popular and upcoming destinations is also important.
Work experience
Vacation or temporary work experience in a sales environment, as well as experience of foreign travel, will enhance
your applications. The ability to communicate effectively in
different languages is also very helpful.
Relevant management experience in other areas of the
leisure or tourism industry, such as hotels or airlines, is likely
to increase your chances. Specic functional experience, perhaps in a marketing, sales, retail or IT role, may be advantageous.
29
Employers
Despite ongoing global economic turbulence, demand remains for all types of holidays with online bookings playing a
signicant role.
Most of the brand-name travel agents are owned by a few
large groups, made even larger in recent years by high-prole
mergers.
However, there are a number of independent agencies,
some small and some with branches throughout the UK, and
other specialist agencies. Such travel agents may deal with
particular destinations or products, for instance cooking holidays, sports activity breaks or niche locations.
(https://www.prospects.ac.uk/job-proles/travel-agency-manager)
Questions
a) What do travel agencies do?
b) What are the basic responsibilities of a travel man-
ager?
c) Why do the larger travel companies close their high
street shops? Who can benet from that?
d) What has given way to home-based self-employment
and can reduce the numbers of staff in retail outlets?
e) What functions do travel agents fulll? What skills
are required to be a travel manager?
f) How can you enhance your positions as an applicant?
What should increase your chances?
6. Find notions in the text according to their denitions.
1) to vary within certain limits
2) an act of bringing smth into common knowledge or use
3) an act of asking for information
4) a group of people who work for an organization or
business
5) the ability to become strong, healthy, or successful
again after something bad happens
6) a state of confusion, violence, or disorder
7) the act or process of combining two or more businesses into one business
30
Соседние файлы в предмете [НЕСОРТИРОВАННОЕ]