II. Detailed comprehension

1. What is the total hotel concept made of?

2. What is the difference between facilities and services?

3. What are the main types of service?

4. What makes good personal service?

5. What is the importance of good personal service?

6. What did hotels provide for their customers in the early days?

7. Who do hotels provide their facilities and services for today?

8. What are the requirements of the customers?

9. What is the difference in providing facilities and services between hotel residents and non-residents?

10. How can hotels meet the requirements of their customers?

III. Language

Exercise 1. Make collocations:

1 swimming	a. facilities
2 intangible	b. service
3 quality of	c. court
4 eye	d. pool
5 competitive	e. opportunity
6 catering	f. equipment
7 customer	g. contact
8 personal	h. nature
9 human	i. business
10 sales	j. touch
11 recreation	k. provision
12 tennis	l. demand

Exercise 2. Fill in prepositions:

1. A hotel offers its facilities and services … sale.

2. Facilities can be differentiated … type, size and other way.

3. Service can be divided … two main parts: material and personal.

4. Material service should be … to standard to compete successfully … the market.

5. Service is much more complex than just smiling or getting food … the table … time.

6. Successful service is not a one-time event, you have to work … it.

7. Bad service leaves a bad taste … your mouth.

8. Service is the most important tool the company can use to differentiate it … the competitors.

9. It is human nature to …-lean and …-forget.

10. The most important thing in hospitality is to create a bond of trust and credibility … the guests.

Exercise 3. Match the words and word combinations with their definitions:

1 service	a. an amount of smth. That can be used or the process of providing this
2 facilities	b. someone who pays to stay in a hotel
3 supply	c. help or work that a business provides for customers, rather than goods produced by a business
4 rapport	d. how good or bad smth. is
5 demand	e. rooms, equipment, or services that are provided for a particular purpose
6 customize	f. anyone who buys goods or uses services
7 client	g. friendly understanding and agreement between people
8 consumer	h. someone who pays for a service
9 guest	i. to change smth. so make it more suitable for a particular person or purpose
10 quality	j. the need or desire that people have for goods and services