Деловой английский

vk.com/club152685050 | vk.com/id446425943

Mr. and Mrs. Richmond (52 Medway Street Lincolnshire PE67 4FAustralia) have written to the hotel requesting a double-bedded room with a shower for 5 nights from 20 May 20… . However, a double bedded room with a shower is available only from 22 May 20… .

Alternatively you can recommend a nearby Hotel Bastion which is of the same chain.

Задание 5

Write a letter (reply) as the manager of the Favourite Hotel (29 Appold Street London WC1I UK).

Mr and Mrs Brown (17 South Road Brighton TN 7 JF US) would like to book the Banqueting Room and dinner for about 20 persons for the night of 12 May 20… .

Unfortunately the Banqueting Room is not available that night. You can recommend the Marble Hall. The rates are a little bit higher. You will be happy to see them at your hotel.

Задание 6

Being the manager of the Sea View Hotel (39 Breech Grove Brighton BN2, USA. Tel. 0044 1265 8695 925, Fax. 0044 1265 8695 930) you must write a reply to Mr Grey, President of Com Systems (112 Marlborough Way London SW 34JT. Tel. 4999 1825 6857, Fax. 4999 1825 6858).

Com Systems would like to reserve a banqueting room for 30 people with audiovisual equipment and computer rental for 29 May 20… .

Unfortunately the banqueting room is not available that day. You can recommend the board room. The rates are lower, but it is smaller than the banqueting room.

2.3.Письмо - подтверждение отмены.

Фразы и выражения, используемые в основном тексте письма при подтверждении отмены:

1)As you requested, we have cancelled a double room from 3 to 7 May 20… . По Вашей просьбе, мы отменили двухместный номер с 3 по 7 мая 20… года.

2)We confirm the cancellation of a double room from 3 to 7 May 20… . Мы подтверждаем отмену двухместного номера с 3 по 7 мая 20… года.

3)In accordance with your request we confirm the cancellation of a double room from 3 to 7 May 20… . В соответствии с Вашей просьбой, мы подтверждаем отмену двухместного номера с 3 по 7 мая 20… года.

Образец делового письма – подтверждения отмены на английском языке (в соответствии с заданием):

Задание

11

vk.com/club152685050 | vk.com/id446425943

Write a letter of reply as the manager of the World Travel (25 Garden Avenue Manchester M6 England).

Mrs Berkt (Hugo-Eckener-Strasse 20 D-50839, Koln Germany) who reserved a suite room in your agency for the period 26 – 29 September 2010 would like to cancel the reservation as Mr Berkt has fallen ill.

Express your sympathy and inform them of the cancellation. Say that you will be glad to see them next time.

Образец ответа:

the World Travel

25 Garden Avenue Manchester M6 England

Tel.8(1044)33484705 Fax. 8(1044)33484789

As you requested, we have cancelled a suite room for the period 26 – 29 September 20… .

We regret, that Mr Berkt has fallen ill and wish him a soon recovery.

We look forward to seeing you in our hotel next time.

Yours sincerely

Ivanova

Elena Ivanova

Manager

Задания для тренировки:

Задание 1

Write a letter of reply as the manager of the Global Travel (58 Garden Avenue Castilla Barcelona S5 Spain).

Mr and Mrs Eagle (15 Stanmore Boulevard Ustica Sicily IT4 Italy) who reserved a triple room in your tourist firm for the period 12 – 19 August 20… would like to cancel the reservation as Mrs Eagle has fallen ill.

12

vk.com/club152685050 | vk.com/id446425943

Express your sympathy and inform them of the cancellation. Say that you will be glad to see them in your company in the future.

Задание 2

Write a letter of reply as the manager of the Advance Reservation Office of the Grand Azur Hotel (Versterkerstraat 10 1322 AP Almere, the Netherlands) to Ms. Garcia (149, Liosion Street 104.45 Athens Greece), who originally reserved 2 single rooms from 14 March 20… for 4 nights. Unfortunately her friend has fallen ill. She wants to cancel both reservations.

Inform her of the cancellation.

Задание 3

Write a letter of reply as the manager of the Grand Hotel (14 Irwin Terrace Bayswater London BI 5432 England).

Mr. and Mrs. Bush (32 Dean Street Wolverthampton O67 4F England) have reserved in your hotel a twin bedded room with a bath for 7 nights from 21 May 20… . Their plans have changed. They have written to you to cancel their booking.

Inform them of the cancellation. Say that you will be glad to see them in your hotel in the future.

Задание 4

As the manager of the Reservations Department of the Bright Star Hotel (8 Hampshire Court Newport Beach California 92600 USA) write a letter to Mr Smith (112 Marlborough Way London SW 34JT).

His original booking: 1 single room with a private bathroom from 10 August 20… for 3 nights.

His change: he is not arriving, because he has fallen ill.

Express your sympathy and inform him of the cancellation. Say that you will be glad to see him in your hotel in the future.

Write a reply as the manager of the Bavaria Hotel (54 White Avenue Boston AS 45 7 USA).

Задание 5

Mr and Mrs Winner (15, Clifton Street York Y 340 PG Great Britain) originally reserved a twin room for themselves and a triple room for their friends for the period of 21 May 20… for 5 nights.

They want to cancel both reservations, as Mrs Winner has broken her leg. Express your sympathy and inform them of the cancellation. Say that you

will be glad to see them in your hotel in the future.

Задание 6

Write a reply as the manager of the Mobil Travel (87 High Hill, Laurel, FL 10936, USA).

13

vk.com/club152685050 | vk.com/id446425943

Mr. J. Cartwright (17 Dangle Court London WC2 6AS) booked a holiday to Egypt for 1-15 July 20… in your agency.

Unfortunately owing to his illness he wants to cancel his holiday plans this year.

Express your sympathy and inform him of the cancellation. Say that you will be glad to see him in your agency next time.

2.4.Письмо – частичная отмена заказа.

Письмо – частичная отмена заказа отличается от письма – подтверждения отмены тем, что часть заказа остается, и Вам обязательно нужно отметить это в своем письме. Поэтому, сначала Вы отменяете часть заказа с помощью уже известных Вам фраз, затем пишете We are holding for you …from…to…20… . Мы придерживаем для Вас …..с…..по…20… года.

Фразы и выражения, используемые в основном тексте письма при частичной отмене заказа.

1)As you requested, we have cancelled a double room from 3 to 7 May 20… . We are holding for you a single room from 3 to 7 20… .По Вашей просьбе, мы отменили двухместный номер с 3 по 7 мая 20… года. Мы придерживаем для Вас одноместный номер с 3 по 7 мая 20…

2)We confirm the cancellation of a double room from 3 to 7 May 20… . We are holding for you a single room from 3 to 7 20… . Мы подтверждаем отмену двухместного номера с 3 по 7 мая 20… года.

Мы придерживаем для Вас одноместный номер с 3 по 7 мая 20…

3)In accordance with your request we confirm the cancellation of a double room from 3 to 7 May 20… . We are holding for you a single room from 3 to 7 20… . В соответствии с Вашей просьбой, мы подтверждаем отмену двухместного номера с 3 по 7 мая 20… года. Мы придерживаем для Вас одноместный номер с 3 по 7 мая 20…

Образец делового письма – частичной отмены заказа на английском языке (в соответствии с заданием):

Задание

Write a letter of reply as the manager of the World Golden Chain Hotel (29 Garden Avenue Manchester M6 England).

Mrs Berkt (Hugo-Eckener-Strasse 20 D-50839, Koln Germany) who reserved a suite room for herself and a double room for her friends in your hotel for the period 26 – 29 September 2010 would like to cancel the

14

vk.com/club152685050 | vk.com/id446425943

reservation of a double room, as one of her friends has fallen ill. Mrs Berkt will arrive, as she planned.

Образец ответа:

the World Golden Chain Hotel

29 Garden Avenue Manchester M6 England

Tel.8(1044)33484777 Fax. 8(1044)33484779

As you requested, we have cancelled a double room for the period 26 – 29 September 20… .

We are holding for you a suite room from 26 to 29 September 200… .

We regret, that your friend has fallen ill and wish him/her a soon recovery.

We look forward to seeing you in our hotel.

Yours sincerely

Belova

Irina Belova

Manager

Задания для тренировки:

Задание 1

Write a letter of reply as the manager of the Advance Reservation Office of the Grand Azur Hotel (Versterkerstraat 10 1322 AP Almere, the Netherlands) to Ms. Garcia (149, Liosion Street 104.45 Athens Greece), who originally reserved 2 single rooms from 14 March 2010 for 4 nights.

15

vk.com/club152685050 | vk.com/id446425943

Unfortunately her friend has fallen ill. She wants to cancel 1 single room. Ms Garcia will arrive as she planned.

You can accept her change.

Задание 2

Write a letter of reply as the manager of the Reservations Department of the Gold Beach Hotel (41 Gendanmermarkt Berlin AP 607 Germany)

The company Murano Security Services (Dereboyu Cad.11 ATV Arkasi Halkali – Istanbul Turkey) originally reserved 17 twin and 4 triple rooms for the period of 16 – 18 July 20… (2 nights). They want to reduce the number of the twins. They need them only 9.

Accept their change and require a deposit.

Задание 3

Write a reply as the manager of the Bavaria Hotel (54 White Avenue Boston AS 45 7 USA).

Mr and Mrs Winner (15, Clifton Street York Y 340 PG Great Britain) originally reserved a twin room for themselves and a triple room for their friends for the period of 21 May 20… for 5 nights.

Their change: their friends will not arrive. So they want to cancel a triple room. Mr and Mrs Winner will arrive as it was planned.

Задание 4

Write a letter of reply as the manager of the Wing Hotel (41 Ottemach 1 Chiyoda-Ku Tokyo 100).

Mr Petrov (15 Novoslobodskaya Street, Moscow, 103626, Russia) originally reserved 2 double rooms: 1 - for him and his wife and 1- for their children for the period of 10 – 16 July 20… (6 nights).

They changed their plans: the children will not come. So Mr Petrov wants to cancel 1 double room. Mr and Mrs Petrov will come as it was planned.

Задание 5

Write a letter of reply as the manager of Advance Reservation Office of the Marble Hotel (54Nulifer Han 103 803 Istanbul Turkey).

Ms Anette Herridge (16 Broadgate William Street London EC4P 4JS). Her original booking: 2 suites from 21 August 20… for 8 nights.

Her change: 1 suite from 21 August 20… for 8 nights. You can accept her change.

Задание 6

Write a letter of reply as the manager of the Hotel Plaza (87 East Road Chicago R23 Illinois USA).

White and Sons Co Ltd (34 William Street London SE 3 5Y England) plans to hold a conference at your hotel from 12 November 20… for 4 days.

16

vk.com/club152685050 | vk.com/id446425943

They have reserved a comfortable Conference Centre for 80 persons with OHP, TV-set and VCR and public address system. The company has booked 12 single and 5 twin rooms.

They want to reduce the number of the twins to 3. You can accept their request.

2.6. Письмо – ответ на жалобу.

Фразы и выражения, используемые в письме – ответе на жалобу.

1)Начальное предложение – Thank you for bringing this matter to our attention. Спасибо, что обратили наше внимание на этот вопрос.

2)Основной текст - We apologize for…. (Please, accept our apologies for…) Пожалуйста, примите наши извинения за…

3)Заключительное предложение – We hope we will continue to receive your custom. Надеемся, вы останетесь нашим клиентом.

4)We are sorry to hear/learn about… Мы огорчены узнать о том, что …

5)We were distressed to hear/learn about… Мы расстроены узнать о том, что …

6)We were very sorry to receive your complaint. Мы с грустью получили вашу жалобу.

7)We greatly regret that you received only… Мы действительно сожалеем, что вы получили только …

8)We sincerely regret that… Мы искренне сожалеем, что …

9)We would like to apologise for the inconvenience caused. Мы бы хотели извиниться за причиненные неудобства.

10)We apologize sincerely for the trouble caused to you and will take all the possible steps to ensure that such a mistake is not made again/does not occur again. Мы искренне извиняемся за причиненные беспокойства и предпримем все меры, чтобы это больше не повторилось.

11)We much regret that you had the trouble of writing to us. Мы сожалеем о том, что вам пришлось писать нам.

12)We are extremely sorry about this delay which you will realize was due to circumstances beyond our control. Мы очень сожалеем об этой задержке, которая, как вы понимаете, произошла из-за обстоятельств вне нашего контроля.

Образец делового письма – ответа на жалобу на английском языке (в соответствии с заданием):

Задание

17

vk.com/club152685050 | vk.com/id446425943

Write a reply as the Restaurant Manager of Plaza Hotel (24, Lancaster Terrace, Heathfield, H24PR, UK).

Mr. I.Tyang (2-11-9 Shogen Izumi-ku Sendai 980 Japan) has complained about the standard of service, which was slow and the quality of food. Apologize for the inconvenience. Regret that the service was slow. Explain that unfortunately your chef fell ill and two other cooks took days off that day. Assure that everything is up to standard again.

Образец ответа:

Plaza Hotel

24, Lancaster Terrace, Heathfield, H24PR, UK

8(1044)3348896 Fax. 8(1044)3348899

Mr. I.Tyang 22 March 20… 2-11-9 Shogen Izumi-ku

Sendai 980 Japan

Dear Mr Tyang,

Thank you for bringing this matter to our attention.

We apologize for any inconvenience. We regret that the service was slow. We must explain that unfortunately our chef fell ill and two other cooks took days off that day. We would like to assure you that everything is up to standard again.

We hope we will continue to receive your custom.

Yours sincerely

Petrov

Maxim Petrov

The Restaurant Manager

Задания для тренировки:

Задание 1

Write a reply as the Manager of the Magic Hotel (131 Nelson Court London W 16 UK).

Mr Piper (41 Leyton Road Manchester M 19 8 RU) has complained that his room was too small, the people in the next room were noisy and the prices in the restaurant and bar were too high.

18

vk.com/club152685050 | vk.com/id446425943

Apologise for the inconvenience. Explain that there were no vacant big rooms due to the conference held in your hotel at that time. Regret that his neighbours were noisy. Offer a free dinner on his next arrival to your hotel.

Заданиe 2

Write a reply to the complaint as the manager of the Palace Hotel (105 Church Road Hove BN3 2BF England)

Mrs Reynolds (58 Jalap Thermion Jakarta Indonesia) has complained that the hotel has not sent the hotel brochure and price-list which she requested seven weeks ago.

Apologise for keeping her waiting so long. Explain the July is the busiest month and probably you had not received her letter. Promise that you will make enquiries about it. Enclose the brochure and a price-list to the letter.

Задание 3

Write a reply as the Manager of the Logion Hotel (Sodermalarstrand 16Kajplats, Stockholm, Sweden).

Mr and Mrs Bevin (Tomterveien 200 1914 Ytre Enebakk Norway) are dissatisfied with the hotel. They think it is substandard, the service is slow, and the guide seemed inexperienced.

Apologize for any inconvenience. Explain that you were fully booked at the time of their stay and your usual safari guide was unwell, but now has returned to work. In addition, a number of your staff were not on duty because of the local holiday.

Offer a double room for one night at no charge in compensation.

Задание 4

Write a letter of reply as the manager of Advance Reservation Office of the Marble Hotel (54Nulifer Han 103 803 Istanbul Turkey).

Ms Susan Mill (16 Broadgate William Street London EC4P 4JS) is not pleased with the service of your hotel. She thinks it to be substandard, as none of the staff could help with missing keys, which were later found in an improper place. Besides, no one could give recommendations on going out in the evening.

Apologize for the inconvenience. Explain, that probably there was a mix up, and you will clear up the matter. Assure, that your hotel always tries to please their guests, that is why you offer a free excursion to a botanical garden to Ms Mill on her next arrival to your hotel.

Задание 5

Write a letter of reply as the manager of the Donkey Tourist Bureau (Pesberg 19, 00100 Antalia, Turkey).

Pam Harding (15 Bruin Street Newtown ТУ 10 OPY Scotland) is not pleased with her holiday, bought in your bureau. She complains on double

19

vk.com/club152685050 | vk.com/id446425943

booking (there were no vacant rooms in the hotel on her arrival). As a result, she lived in a cheaper hotel, which was farther from the sea.

Apologize for the inconvenience. Explain that sometimes Turkish hotels follow this policy in high season. Offer a compensation.

Задание 6

Write a letter of reply as the manager of the Global Travel Company(25 Garden Avenue Manchester M6 England).

Mrs Harrison (Hugo-Eckener-Strasse 20 D-50839, Koln Germany) complaines on the holiday, booked in your company. The onward charter flight was delayed for almost 4 hours. The hotel, which was advertised in your brochure as situated 20 meters from the beach, was across a busy main road 20 minutes on foot from the beach.

Apologise for giving the wrong information, as your brochure was outdated. Assure that new brochures have been already issued. Besides you have sent your representatives to the airports to solve problems on the spot.

Раздел 3. Факсы.

Факсы также являются формой деловой переписки, поэтому все правила деловых писем распространяются и на них. Отличие состоит в оформлении «шапки».

Образец факса на английском языке (в соответствии с заданием):

Задание

Being the manager of Seven Stars Hotel (Fax. 764 463 887 99) you must write a reply to Mr and Mrs Wilkinson (4701 Pine Street K-13 Philadelphia PA 19143. Tel. 1 215 748 30 37. Fax. 1 215 748 30 36).

They would like to book a double room from 1 March to 9 March inclusive in your hotel. Inform them of the reservation.

Send your letter by fax.

Dear Mr and Mrs Wilkinson

In reply to your fax of today’s date we confirm your booking of a double room from 1 March to 9 March inclusive at the rate of $ 300.00 per night.

We look forward to meeting you soon.

20