13. Entitle the paragraphs beginning with the words:

Another example...

After enjoying...

14. Give a summary of each text.

Case Study

Case l canadian pacific hotels (Part 3)

(continued)

Background:

Started in 1886, the oldest Canadian Pacific Hotel Company takes care of their own workers to further contribute to the development of the travel and tourism industry. Being involved in many charity programs, the company has also done a lot to benefit their employees through interacting with people from different departments.

1. Read the supporting article and provide detailed answers to the case questions below.

Canadian Pacific Hotels' program to benefit their own workers, Service Plus 2000, is a program designed to redefine their definition of service. Through this program, employees interact with people from different de­partments to learn about each others' daily activities. General managers also can interact with their employees, who think this is a very positive aspect of the program.

The corporate office of Canadian Pacific Hotels, as well as the indi­vidual hotels, have received many awards. They have been recognized for many things, from having outstanding training programs to contributing to the development of the travel and tourism industry. Canadian Pacific Hotels cater to all kinds of travelers from business travelers to vacationers. Personal service and warm hospitality make Canadian Pacific Hotels a leading com­pany in guest satisfaction [1, 146].

Vocabulary notes

to redefine зд. сформулировать (изложить) по-новому, переформулировать, перефразировать

definition определение, дефиниция

to interact (with smb.) взаимодействовать, контактировать (с кем-либо)

award награда, поощрение, приз

dairy activities (pi.) повседневная деятельность, работа

to contribute (to smth.) способствовать, содействовать (чему-либо); вносить вклад (во что-либо)

outstanding выдающийся, незаурядный, неординарный

training program программа обучения, подготовки

travel and tourism industry индустрия путешествий и туризма

to cater (to smb.) заботиться (о ком-либо), ухаживать (за кем-либо)

warm hospitality зд. радушное гостеприимство; букв. «теплое» (warm)

guest satisfaction = удовлетворение запросов клиентов

external satisfaction

Case questions:

1. What is Canadian Pacific Hotels' program Service Plus 2000 designed for?

2. Why do employees interact with people — as a rule with their counterparts — from different departments?

3. Why do employees consider this interaction such a positive aspect of the program?

4. What has the corporate office of Canadian Pacific Hotels received many awards for?

5. What makes Canadian Pacific Hotels a leading company in guest satisfaction?

2. Identify key points in the article and extract information from it to pass on to your partner.