DON'T BE CONFUSED: ROOM CATEGORIES, VIEWS AND BEDDING TYPES
The Ministry of Education and Science
of Ukraine
Cherkassy State Technological University
Linguistic Faculty
Department of Applied Linguistics
HOTELS AND HOSPITALITY INDUSTRY
for the Third-Year Linguistic Students
6.020303 - Philology
Composed by L. Hrechukha, H. Leschenko, and I. Matkovska
Cherkassy – 2010
Міністерство освіти і науки України
Черкаський державний технологічний університет
Лінгвістичний факультет
Кафедра прикладної лінгвістики
Методичні вказівки
З курсу «Практика англійської мови»
по темі «Hotels and Hospitality Industry»:
Для студентів 3 курсу лінгвістичного факультету денної форми навчання,
Напрям підготовки 6.020303 – філологія
Укладачі: Гречуха Л.О., Лещенко Г.В.,
Матковська І.В.
Рецензент: к.філол.н., доцент кафедри прикладної лінгвістики
Рагузіна Л.Ю.
Черкаси - 2010
Методичні вказівки з курсу «Практика англійської мови» по темі «Hotels and Hospitality Industry»: Для студентів 3 курсу лінгвістичного факультету денної форми навчання, напрям підготовки 6.020303 - філологія. – Черкаси: ЧДТУ, 2010. – 82 c.
Дане видання є частиною навчально-методичного комплексу з практики англійської мови для студентів лінгвістичних спеціальностей. Його структура відображає комунікативну спрямованість матеріалу, включає завдання, що ініціюють спілкування та розвивають навички дискусії. Дібрані матеріали дозволяють не лише розширити англомовний словниковий запас студентів, але й носять пізнавальний характер.
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Посібник поділений на 4 розділи, які охоплюють загальну готельну тематику: типи готелів та види готельних кімнат, процедури бронювання, реєстрації та вибуття гостей, обов’язки готельних працівників та проблеми, з якими можуть стикатися як персонал готелю, так і готельні постояльці.
У кінці методички запропонований тематичний вокабуляр, згрупований відповідно до структури посібника, та завдання на його засвоєння, тематичні тексти для самостійного опрацювання, тлумачення загальноприйнятих скорочень, які використовуються в сфері гостинності.
CONTENT
| Part 1. Hotels and their types………………………………………………………… 1.1. Hotel types……………………………………………………………………….. 1.2. Room types….…………………………………………………………………... Part 2. Hotel personnel………………………………………………………………. Part 3. Checking guests in and out ………………………………………………….. Part 4. Problems and their solutions………………………………………………..... Supplement 1. Topical vocabulary………………………………………………….. Supplement 2. Texts for home reading ……………………………………………… Supplement 3. Hotel classifications…………………………………………………. Supplement 4. Exercises on topical vocabulary…………………………………… | 5 5 30 34 42 55 65 68 74 77 |
Part 1
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HOTELS AND THEIR TYPES
Analize and learn the topical vocabulary in Supplement 1, P.65-66
1.Read three texts below and summarise the information given in them
Text 1
People travel for a variety of reasons, including for vacations, business, and visits to friends and relatives. For many of these travelers, hotels and other accommodations will be where they stay while out of town. For others, hotels may be more than just a place to stay; they are destinations in themselves. Resort hotels and casino hotels, for example, offer a variety of activities to keep travelers and families occupied for much of their stay.
Goods and services. Hotels and other accommodations are as different as the many family and business travelers they accommodate. The industry includes all types of lodging, from luxurious five-star hotels to youth hostels and RV (recreational vehicle) parks. While many provide simply a place to spend the night, others cater to longer stays by providing food service, recreational activities, and meeting rooms.
Hotels and motels comprise the majority of establishments in this industry and are generally classified as offering either full-service or limited service. Full-service properties offer a variety of services for their guests, but they almost always include at least one or more restaurant and beverage service options other than self-service—from coffee bars and lunch counters to cocktail lounges and formal restaurants. They also usually provide room service. Larger full-service properties usually have a variety of retail shops on the premises, such as gift boutiques, newsstands, and drug and cosmetics counters, some of which may be geared to an exclusive clientele. Additionally, a number of full-service hotels offer guests access to laundry and valet services, swimming pools, beauty salons, and fitness centers or health spas. A small—but growing—number of luxury hotel chains also manage condominium units in combination with their transient rooms, providing both hotel guests and condominium owners with access to the same services and amenities.
The largest hotels often have banquet rooms, exhibit halls, and spacious ballrooms to accommodate conventions, business meetings, wedding receptions, and other social gatherings. Conventions and business meetings are major sources of revenue for these properties. Some commercial hotels are known as conference hotels—fully self-contained entities specifically designed for large-scale meetings. They provide physical fitness and recreational facilities for meeting attendees, in addition to state-of-the-art audiovisual and technical equipment, a business centre, and banquet services.
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Limited-service hotels are free-standing properties that do not have on-site restaurants or most other amenities that must be provided by a staff other than the front desk or housekeeping. They usually offer continental breakfasts, vending machines or small packaged items, Internet access, and sometimes unattended game rooms or swimming pools in addition to daily housekeeping services. The numbers of limited-service properties have been growing. These properties are not as costly to build and maintain. They appeal to budget-conscious family vacationers and travellers who are willing to sacrifice amenities for lower room prices.
Hotels can also be categorized based on a distinguishing feature or service provided by the hotel. Conference hotels provide meeting and banquet rooms, and usually food service, to large groups of people. Resort hotels offer luxurious surroundings with a variety of recreational facilities, such as swimming pools, golf courses, tennis courts, game rooms, and health spas, as well as planned social activities and entertainment. Resorts typically are located in vacation destinations or near natural settings, such as mountains, seashores, theme parks, or other attractions. As a result, the business of many resorts fluctuates with the season. Some resort hotels and motels provide additional convention and conference facilities to encourage customers to combine business with pleasure. During the off season, many of these establishments solicit conventions, sales meetings, and incentive tours to fill their otherwise empty rooms; some resorts even close for the off-season.
Extended-stay hotels typically provide rooms or suites with fully equipped kitchens, entertainment systems, office space with computer and telephone lines, fitness centers, and other amenities. Typically, guests use these hotels for a minimum of 5 consecutive nights, often while on an extended work assignment or lengthy vacation or family visit. All-suite hotels offer a living room or sitting room in addition to a bedroom.
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Casino hotels combine both lodging and legalized gaming on the same premises. Along with the typical services provided by most full-service hotels, casino hotels also contain casinos where patrons can wager at table games, play slot machines, and make other bets. Some casino hotels also contain conference and convention facilities.
In addition to hotels, bed-and-breakfast inns, RV parks, campgrounds, and rooming and boarding houses provide lodging for overnight guests and are included in this industry. Bed-and-breakfast inns provide short-term lodging in private homes or small buildings converted for this purpose and are characterized by highly personalized service and inclusion of breakfast in the room rate. Their appeal is quaintness; they typically provide unusual service and unique decor.
RV parks and campgrounds cater to people who enjoy recreational camping at moderate prices. Some parks and campgrounds provide service stations, general stores, shower and toilet facilities, and coin-operated laundries. While some are designed for overnight travelers only, others are for vacationers who stay longer. Some camps provide accommodations, such as cabins and fixed campsites, and other amenities, such as food services, recreational facilities and equipment, and organized recreational activities. Examples of these overnight camps include children's camps, family vacation camps, hunting and fishing camps, and outdoor adventure retreats that offer trail riding, white-water rafting, hiking, fishing, game hunting, and similar activities.
Other short-term lodging facilities in this industry include guesthouses, or small cottages located on the same property as a main residence, and youth hostels—dormitory-style hotels with few frills, occupied mainly by students travelling on limited budgets. Also included are rooming and boarding houses, such as fraternity houses, sorority houses, off-campus dormitories, and workers' camps. These establishments provide temporary or longer term accommodations that may serve as a principal residence for the period of occupancy. These establishments also may provide services such as housekeeping, meals, and laundry services.
Industry organization. In recent years, the hotel industry has been dominated by a few large national hotel chains. To the traveller, familiar chain establishments represent dependability and quality at predictable rates. Many chains recognize the importance of brand loyalty to guests and have expanded the range of lodging options offered under one corporate name to include a full range of hotels from limited-service, economy-type hotels to luxury inns. While these national corporations own some of the hotels, many properties are independently owned but affiliated with a chain through a franchise agreement or management contract. Increasingly, hotel chains are moving away from owning properties to managing them. As part of a chain, individual hotels can participate in the company's national reservations service or incentive program, thereby appearing to belong to a larger enterprise.
For those who prefer more personalized service and a unique experience, boutique hotels are becoming more popular. These smaller hotels are generally found in urban locations and provide patrons good service and more distinctive decor and food selection.
Although there are nationwide RV parks and campgrounds, most small lodging establishments are individually owned and operated by a single owner, who may employ a small staff to help operate the business.
Recent developments. The lodging industry is moving towards more limited-service properties mostly in suburban, residential, or commercial neighbourhoods, often locating hotels near popular restaurants. Many full-service properties are limiting or quitting the food service business altogether, choosing to contract out their food service operations to third party restaurateurs, including long-term arrangements with chain restaurant operators. Urban business and entertainment districts are providing a greater mix of lodging options to appeal to a wider range of travellers.
Increased competition among establishments in this industry has spurred many independently owned and operated hotels and other lodging places to join national or international reservation systems. This allows travellers to make multiple reservations for lodging, airlines, and car rentals with one telephone call or Internet search. Nearly all hotel chains and many independent lodging facilities operate online reservation systems through the Internet or maintain Web sites that allow individuals to book rooms. Online marketing of properties is so popular with guests that many hotels promote themselves with elaborate Web sites and allow people to investigate availability and rates.
Text 2
Hotels are foundations that provide dwelling for a short term. The purchasing of basic facilities, a century ago, was as following: a room with an uncomfortable bed, a small writing table, a wardrobe and a washbasin in addition; some hotels have an air conditioner of the old sample in every room. Of course there were some service sectors such as consumer service, health service and restaurant service. A little bit later somewhere in the beginning of the XXth century, rooms in the hotels were outfitted with telephones, alarm clocks and even with TV-sets. Larger hotels granted their guests with restaurants, swimming pools, conference halls and saunas.
Nowadays the hotel industry is becoming bigger and more popular. Hotels are divided into luxury hotels, budget hotels, cheap hotels, pet friendly hotels and so on. In luxury hotels you can find everything you need to pass your vacation at the best level, such hotels provide you with the best rooms in various styles, with service on a level with the highest worlds standards, with spa procedures, with casinos and wonderful sea or mountain air. Due to the incredible growth of tourism worldwide, budget and cheap hotels appear; these hotels supply their dwellers with all the necessary amenities but such hotels are much cheaper than spa hotels and best hotels, because offered conditions mismatch the maximum world standards. But despite of this, hotels of such level are demanded among tourists and simple holidaymakers.
Sometimes there are discounts in hotels, connected with an unsuccessful or bad season. Discount hotels are well-known among people who do not presume to have a rest in best hotels. Hotel rates are very different; the price on a room in a hotel depends on a level of a hotel and the conditions offered by it. Hotels can be still well-known for the visitors such as Presidents, painters, architectures, pop-singers, pop-models, actors and writers. Hotels still differ in the extraordinary and post-modern architecture. Inside of some best or luxury hotels the interior is made in style of a baroque or high-tech. In our days the competitions of beauty, the summits, the weeks of fashion, the presentations of new books and films are led in luxury hotels. As to pet friendly hotels, these hotels are made for your pets which also want to have a vacation.
Lots of hotels can be thought-out destinations in themselves by means of extraordinary characteristics of the dwelling or its direct environment: a cave hotel which is situated in South Australia; because of the summer desert temperature people prefer to live in caves in order to avoid horrible heat.
The next one is a capsule hotel which is situated in Japan. Capsule hotel is made to reduce the territory captured by the hotel up to minimal.
One more piece of art, existing nowadays is an ice hotel which is situated in Norway. It is an evanescent hotel made completely of snow and sculpted blocks of ice. So you can find hotels to all tastes with different conditions and different price.
Text 3
To be competitive nowadays, hotels have to offer more than accommodation; they have to provide additional services including childcare, restaurants, gyms and swimming pools as well.
Hotels are often the accommodation of choice for people traveling on business, as they are usually equipped to hold conferences, thereby giving delegates the convenience of working and staying on site.
Most hotels nowadays also offer meeting rooms and business centers so guests travelling on business can stay in touch with the office and meet with clients in a professional setting.
The price and quality of any hotel is generally an indication of the amount of services it offers. To avoid confusion, many properties offer a star rating system, an unbiased rating system that allows consumers to easily compare hotels.
The star rating system is used worldwide so, whether you are visiting a major capitol city or a remote village, you will be able to identify the level of service and accommodation offered by any particular local establishment.
Within this rating system five (5) star hotels are generally the highest ranking and would be expected to offer the most luxurious services. Although, new six (6) and seven (7) star hotels are now emerging. At the other end of the spectrum, one (1) star hotels are the lowest ranked and usually consist of very basic rooms with no additional facilities.
While the star rating system is helpful for prospective travelers, one must be mindful - that smaller boutique-style hotels may offer luxury style accommodation on par with that of a five (5) star hotel but they may have a lower rank based simply on the fact they do not offer as many additional services as a their larger-named counterparts.
Even within the one hotel you will find a variety of different rooms types and standards available, from suites and penthouses - often the most luxurious - to single rooms, being the most basic. Most hotels also offer smoking and non-smoking rooms and, the choice of a balcony room or room with a view. This is generally more expensive than your standard room.
While five-star hotels are magnificent realistically not everyone can afford to stay in them. There are a number of quality hotels around that offer great accommodation at an affordable cost. With the emergence of various discount airlines worldwide it is meaning that interstate and, more significantly, international travel is no longer something restricted to only the wealthy. With this realisation has come the creation of numerous budget stay, cheaper hotels.
2.Translate the text into Ukrainian in pen
When you go to stay in a hotel there are several different considerations. One of them, of course, is price. It's not a concern for everyone, but most people are budget-conscious and can't just spend whatever they want to on accommodations. With that being the case, you'll have to determine what fits within your budget and what you can expect from a hotel in that price range. Where budget accommodations are concerned you won't pay a lot but you won't get a lot, either. Most of these hotels are older, and although they are clean there are anything but fancy. The linens and fixtures might be a bit worn and they won't have the look and feel of the higher priced hotels. You don't usually get any 'freebies,' either, although you might be treated to a simple breakfast and/or a newspaper included in the price.
Luxury hotels are a far different story from budget hotels. They cost much more, but you also get many more amenities than you would in a place where you pay considerably less. You can expect food, newspapers, free phone calls, better television channel selections, and more pampering. These hotels often have pools, spas, free room service, massages, robes and slippers, and other amenities that you wouldn't otherwise get. You are generally given whatever you ask for, within reason, and the people there carry your bags and do everything that they can to ensure that you are happy. It's very important to them that you have a good stay and that you return in the future.
A lot of people stay in middle-of-the-road hotels. These places offer much more than the budget hotels, but they don't come close to what the luxury hotels provide. You'll get some freebies there, but you won't get the pampering and the do-anything-for-you attitude that you'll get in the luxury hotels. That doesn't seem to be required, though, because these standard hotels are still very popular. It gives people the feeling that they are staying in a nice hotel without requiring them to spend such an excessive amount of money. The fixtures in these hotels will be newer than the budget hotels, as will the linens. They will be nice places overall, but they won't have the spas and free massages and other treatments that a lot of the luxury options provide. For travellers on a tight budget, these hotels might be too costly, as well.
3. Prepare the back translation of the following text
Nowadays resort hotels are one of the seven wonders of the world because they open your eyes at another magnificent, wonderful and splendid world where you can just relax and enjoy being an inhabitant of this incredibly immense planet. Putting away all your business you crave for a rest that will be able to amaze you, and make you forget about your dull life. Resort hotels are situated somewhere near the seas, oceans or in the high mountains, where one can take pleasure of brilliant views or go skiing. Resort hotels are also very popular in summer days when lots of people are on their leave and it is a good idea to stay in resort hotels for the time of your vacation.
Resort hotels are the first steps to the paradise with their contemporary beaches, gardens with exotic animals, spacious rooms with up-to-date equipment, fresh air and of course resort hotels are famous of their delicious food. Together with luxury hotels, resort hotels can accept outstanding people as well as businessmen and people who just want to spend a good time. In resort hotels you will feel comfortable everywhere from your room to the beach valley or a restaurant, because service attendants foresee the slightest client’s will. An example of that is Bahia resort hotel that shows the best quality of life in Southern California, the fresh air blowing from the Pacific Ocean will fill you with energy and raise your mood for the rest of the day.
4. Explain the meaning of the phrases bellow. Make up situations with them
A competitive hotel
Affordable cost
A booming industry
Budget-conscious people
A budget hotel
On the premises
Free-standing properties
Recreational facilities
Highly personalized service
Limited-service property
Full properties
To make multiple reservations
5. Explain the difference between amenities and facilities provided in a hotel
6. Use different sources to find out the information about unusual hotels
7. Make the presentation of one of the unusual hotels
8. Look at the pictures and say what kinds of people will choose these hotels and why.
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9. Comment on the following
Best hotels can be comparable only with luxury hotels. Best hotels are very famous among western European countries, islands and North America. Best hotels provide with the superior conditions of servicing, of living and of getting pleasure; these facts are of much importance to everybody who is going to pass a leave in a hotel. Hotels of this type are distinguished by their unsurpassed architecture, halls made in baroque and rooms look very gracefully because of their huge size and terraces with the columns in Greek style. Best hotels can accept from four thousand to half a million people or even more.
Bid gardens with mazes and sumptuous fountains attach to such hotels, nowadays we can find best hotels standing on the water it is a peerless sight which is worth seeing. More amazing thing is exotic animals which are walking around, adding uncommonness to a hotel. Best hotels are eminent by the casinos; they are well-known among gamblers and risky people.
Best hotels are a success with people all over the world, because if you really want to see something very splendid and unbelievable these hotels are created for you. You can find hotels of this type via the internet where you can not only read some information about them but also can see this amazement beauty with your own eyes.
What are best hotels?
10. Translate into English
Готель — це основне підприємство індустрії гостинності, метою діяльності якого є прийом, обслуговування, забезпечення відпочинку і харчування відвідувачів.
За розміром (місткістю) готелі поділяються на:
ü малі (до 100—150 номерів),
ü середні (від 100 до 300—400 номерів),
ü великі (від 300 до 600—1000 номерів),
ü гігантські (понад 1000 номерів).
Згідно з класифікацією ВТО, готелі можна групувати:
ü за місцем розташування (міські, приміські, сільські, придорожні, в аеропортах, плавучі і т. д.),
ü за призначенням (для постійного проживання, транзитні, для ділового призначення),
ü за часом функціонування (сезонні, цілорічні),
ü за рівнем асортименту і вартістю послуг (дешеві або ж — з обмеженим сервісом, «люкс», готелі вищого класу, готелі середнього рівня, апарт-готелі, готелі економічного класу, мотелі, курортні готелі).
ü Клас готелю або пансіонату визначається, зазвичай, за стандартною, прийнятою в даній країні (або регіоні, економічній зоні) системою класифікації і підтверджується сертифікатом, який видається спеціальним органом, сертифікаційною або іншою палатою.
ü Враховуючи всі фактори, що впливають на якість послуг, зручності номерного фонду, готелі відрізняються:
ü за якістю будівництва й оздоблення будівлі, архітектурою,
ü за наявністю місць загального користування, ресторанів, барів, кафе, побутових служб,
ü за кваліфікацією персоналу,
ü за рівнем сервісу.
Готелі вищого класу мають розкішні багатокімнатні номери, надають велику кількість послуг (ресторани, бібліотеки, спортзали, ліфти, бари, сауни і ін.) і відповідно встановлюють ціну за свої послуги.
Нині існує близько 30-ти різноманітних систем класифікації готелів:
ü система зірок,
ü система балів,
ü система букв (A, B, D, C),
ü система «корон» або «ключів».
Найпоширенішою серед них є п'ятизіркова система класифікації, що базується на французькій національній класифікації. Вимоги до «зіркової» класифікації неоднакові в різних країнах.
Бальна, або індійська, система класифікації готелів передбачає поділ готелів на 5 категорій:
1 зірка — 100 балів,
2 зірки — 150 балів і т. д.
У Великобританії в системі використовується класифікація готелів на «корони», «ключі», «сонця», «алмази» тощо.
Система букв (A, B, D, C) використовується у Греції.
11. What can you say about hotels looking on the cards?
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| Price | Available Rooms | Price | Available Rooms | |||||
| Single | $120.00 | 802, 1107, 1108 | Single | $120.00 | 203,204,206 | |||
| Double | $160.00 | 708, 710, 904 | Double | $165.00 | 604, 605, 708 | |||
| Suite | $220.00 | 1201 | Suite | $230.00 | None | |||
| Pool Restaurants Checkout Laundry Service | 4th floor 2nd floor 3rd floor 10:00A.M. Yes | Pool Restaurants Checkout Laundry Service | 5th floor 1st floor 3rd floor 11:00A.M. Yes | |||||
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| Price | Available Rooms | Price | Available Rooms | |||||
| Single | $110.00 | 708, 710, 904 | Single | $95.00 | 604, 605, 708 | |||
| Double | $145.00 | 802, 1107, 1108 | Double | $125.00 | 203,204,206 | |||
| Suite | $190.00 | 1401 | Suite | $150.00 | 501 | |||
| Pool Restaurants Checkout Laundry Service | 4th floor 2nd floor 3rd floor 10:30A.M. Yes | Pool Restaurants Checkout Laundry Service | 2nd floor 1st floor 3rd floor 10:00A.M. Yes | |||||
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| Price | Available Rooms | Price | Available Rooms | |||||
| Single | $40.00 | 201, 203 | Single | $25.00 | 102, 103, 104 | |||
| Double | $60.00 | 102, 103, 104 | Double | $35.00 | 201, 203 | |||
| Suite | NA | NA | Suite | NA | NA | |||
| Pool Restaurants Checkout Laundry Service | In back of the motel 2nd floor 12:00 noon Yes | Pool Restaurants Checkout Laundry Service | In front of the motel 2nd floor 10:00A.M. No | |||||
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| Price | Available Rooms | Price | Available Rooms | |||||
| Single | $45.00 | 201, 203 | Single | $125.00 | 102, 103, 104 | |||
| Double | $65.00 | 102, 103, 104 | Double | $165.00 | 201, 203 | |||
| Suite | NA | NA | Suite | $210.00 | 501 | |||
| Pool Restaurants Checkout Laundry Service | No. 1st Floor 11:00A.M. No | Pool Restaurants Checkout Laundry Service | No No 11:30A.M. Yes | |||||
12. Choose an appropriate word in brackets
1. Suite hotels usually feature:
ü several types of food and beverage services.
ü more public areas and guest services than other hotels.
ü guestrooms with separate bedrooms and living rooms.
ü leisure sports activities.
2. The executive committee of a national trade association must hold an emergency halfday meeting within the next ten business days. The committee is composed of busy executives from across the country who lead large business organizations. The association would likely book the meeting at:
ü a downtown commercial hotel.
ü an airport hotel.
ü a convention hotel.
ü a conference center.
3. Resort hotels distinguish themselves from most other types of hotels by providing:
ü kitchen amenities.
ü food and beverage services.
ü special activities such as horseback riding.
ü conference and meeting rooms.
4. Which of the following types of hotels are small and usually have the owner living on the premises?
ü bed and breakfast hotels
ü commercial hotels
ü airport hotels
ü conference centers
5. Chris Dunlop is a regional troubleshooter for a national software firm. He travels often and spends as little as one day and as much as two weeks with clients. What type of hotel is Mr. Dunlop LEAST likely to stay in?
ü commercial hotels
ü suite hotels
ü airport hotels
ü resort hotels
6. First type of hotel in the United States
ü Casino hotel
ü Commercial hotel
ü Bed and breakfast
ü Residential hotel
ü Timeshare condominium
7. Provide long-term accommodations
ü Casino hotel
ü Commercial hotel
ü Bed and breakfast
ü Residential hotel
ü Timeshare condominium
8. Contain gaming facilities
ü Casino hotel
ü Commercial hotel
ü Bed and breakfast
ü Residential hotel
ü Timeshare condominium
9. Guests are owners
ü Casino hotel
ü Commercial hotel
ü Bed and breakfast
ü Residential hotel
ü Timeshare condominium
10. Owner lives on premises
ü Bed and breakfast
ü Timeshare condominium
ü Residential hotel
ü Casino hotel
ü Commercial hotel
13. Complete paragraphs 1 - 12 with the most appropriate word or expression from the boxes.
apartment
apartment hotel
boutique hotel
chalet
commercial hotel
guest house
hotel garni
luxury hotel
motel
tourist hotel
villa
hostel
1. The __________ we stayed at was right by the beach. It had three bedrooms (all en-suite), a beautiful living / dining room, a huge kitchen, front, back and roof gardens and its own swimming pool.
2. The __________ we stayed at when we went skiing in Austria had two double bedrooms, a large living room with open fireplace, a small kitchen and terraces at the front and back with fantastic views over the Alps.
3. It's on the fourth floor. It has two twin rooms, a living room with a Murphy, a small kitchen, a wonderful bathroom with a spa bath, and a small balcony overlooking the swimming pool.
4. David and Buddug Evans are delighted to invite visitors to spend a long weekend in 'Green Briars', the most delightful __________ in Llandudno. Join us for delicious home cooking, traditional comfort and a real Welsh welcome!
5. The 'Ball and Chain' is probably the most exciting and interesting __________ to open in London this year. Not only is it set in the former Chingwall prison, with single, twin and double accommodation in the old cells, but all the fascinating artwork has been done by prisoners in real prisons around the country. Outstanding levels of comfort and service are guaranteed.
6. Driving when tired is one of the most common causes of accidents, so why not break your journey at the Crossways __________. Situated on the A542 between Bunnyhutch and Birdiebath, we offer a choice of comfortable rooms, including three large family rooms, two restaurants and a bar. Ample, secure parking is also provided.
7. For people who want hotel comfort without all the hotel facilities, the __________ is probably the
most suitable type of hotel accommodation. No restaurants, no bars, no pools or tennis courts, just
simple, comfortable rooms.
8. If you're looking for good, cheap accommodation and don't mind sharing, I'd recommend 'Backpackers' __________ on Wytham View Street. There are three dormitories, each with 12 bunk beds, a café that serves hot drinks and good breakfasts, and the hottest showers in town! The warden is really friendly, too.
9. 'The Moathouse', a __________ outside Derringly, has been designed specifically for businessmen and women visiting the area. Accommodation is in small studio rooms which come with all the necessities for the busy business person. These include complete telephone and Internet facilities, mobile charge points, tea and coffee making facilities and fully soundproofed rooms for a good night's rest.
10. In some cities, long-stay visitors can take advantage of __________. Accommodation is in rooms or suites, each with their own kitchen and bathroom. Normal hotel services are provided, but this type of accommodation generally offers more space and flexibility than a standard hotel.
11. For visitors with healthy bank accounts, we recommend the Tam'al Dhobi, a __________ on the banks of the river. All rooms are beautifully appointed with king size beds, full bar facilities and stunning views over the river and surrounding desert. Each room even has its own butler, who will take care of your every need.
12. Holidaymakers on package holidays are usually accommodated in fairly basic (2-star) __________. The advantage of these, of course, is that they are cheap. On the other hand, they are not always comfortable, and can often be in noisy or busy surroundings. They also try to put as many guests as possible into one room: triple rooms with space-saving sofa beds, rollaways and Z-beds are common.
14. The word tariff refers to the different rates of costs / charges in hotels and other temporary accommodation. Match the names of the tariffs in the first box with their description in the second box. In most cases, more than one tariff can be used for each description.
1. all-inclusive
2. American Plan
3. Continental Plan
4. bed and board
5.bed and breakfast
6. Bermuda Plan
7. demi-pension
8. en pension
9. European Plan
10. full-board
11. half-board
12. self catering
13.Modified American Plan
A. You pay for the room only.
B. You pay for the room and breakfast
C. You pay for the room and two meals (breakfast and, usually, dinner)
D. You pay for the room and three meals.
E. You pay for the room, all meals and snacks, and drinks.
15. Match the words in the column with descriptions of hotel types bellow
MOTOR HOTEL
MOTEL
COMMERCIAL HOTEL
RESORT HOTEL
AIRPORT HOTEL
CONGRESS HOTEL
HEALTH SPA
SUMMER HOTEL
HOLIDAY VILLAGE
HOSTEL
ü A hotel with parking facilities and other services for motorists. Normally with a first class restaurant.
ü With parking and other services for motorists. Normally situated on a highway. With a restaurant or cooking facilities.
ü Normally situated in the town center. Clientele mainly consist of traveling businessmen who stay for a couple of nights only.
ü Normally situated at a tourist resort e.g. by the sea or in the mountains. Clientele mainly consist of people on holiday who stay for a longer period than a couple of nights only.
ü Situated near an airport. Clientele mainly consist of airline staff and people traveling by air who only stay for one night.
ü A hotel with meeting and exhibition facilities, audio-visual equipment and banquet rooms for large and small groups.
ü A hotel offering medical treatment, physical exercise and other recreational facilities.
ü In operation only during the summer months. Often used as a student dormitory during winter time.
ü A number of small individual cottages or bungalows normally with cooking facilities.
ü Modest, moderately priced, normally with sleeping and breakfast facilities only.
16. Practice on hotel types
You are working at a travel agency. What type of a hotel would you recommend to the following persons? Explain your choice.
1. Mr Brown: I'd like to do business in your town and try to sell this new washing-machine.
2. Mr Jones: I'm flying from Helsinki to London in the evening and would like to continue to Washington D.C. early in the morning.
3. Peter: I've been hitchhiking from Munich to Frankfurt. Are there any cheap places where I could stay overnight?
4. Miss Roberts: I'm arranging the Annual Conference of British Hoteliers.
5. Mr, Mrs Smith and 3 children: We are going by car to Rovaniemi and would like to stop somewhere for one night.
6. Mrs Miller: I have bad rheumatism and would like to get some treatment in pleasant surroundings.
7. Mr and Mrs Elliot: We'd like to spend a week's holiday at the seaside.
Written work
17. Mention some examples of different hotel types in your neighbourhood. Tell about facilities (amenities) they provide. Write short ads for local newspapers.
18.Imagine that you are travelling abroad for summer vacation, and you have three cities in mind: Paris, New York City, and Tokyo. Use different resources to find more information about the cities. Compare the accommodations based on price, amenities, and location. Then, make a recommendation to a partner.
19. Describe an ideal hotel. The vocabulary in ex. 24 might help you in your description
20. Write a letter to your friend where you describe the best/worst hotel you have stayed.
21. Read the fragments about B&B hotels and “The best hotel in the world”, and do exercises after them
PRE-READING TASK
a) As you have already studied, there are different kinds of hotels all over the world. Now you will read some information about B&B hotels. This kind of accommodation is very popular among not very rich tourists or young people. What is your opinion, what is B&B? What facilities do they offer? Have you or your friend ever put up in a B&B hotel? Describe your/your friend`s experience.
b) read and translate the following text A: BED AND BREAKFAST HOTELS
A bed and breakfast (or B&B) is a small lodging establishment that offers overnight accommodation and breakfast, but usually does not offer other meals. Typically, bed and breakfasts are private homes with fewer than 10 bedrooms available for commercial use.
Generally, guests are accommodated in private bedrooms with private bathrooms, or in a suite of rooms including an en suite bathroom. Some homes have private bedrooms with a bathroom which is shared with other guests. Breakfast is served in the bedroom, a dining room, or the host's kitchen.
B&Bs and guest houses may be operated either as a secondary source of income or a primary occupation. Usually the owners themselves prepare the breakfast and clean the room etc., but some bed and breakfasts hire staff for cleaning or cooking. Although some bed and breakfast owners hire professional staff, a property which hires professional management is usually no longer considered a bed and breakfast, but enters the category of inn or hotel.
Some B&Bs operate in a niche market. Floating bed and breakfasts for example are a concept originating in Seattle in which a boat or houseboat offers B&B accommodation.
Regional differences
Australia. Despite the cultural similarities and a population more than twenty times greater, there are far fewer B&Bs in the whole of Australia than there are in just the South Island of New Zealand.
Since the 1960s the average per capita disposable income of Australians has been greater than that of New Zealanders and this has mitigated the powerful incentive to let out rooms in their homes to travellers. Another factor may be that Australia has, apart from City States such as Singapore, the greatest concentration of city dwellers anywhere on the globe and these cities are amply supplied with budget hotels and motels.
British Isles. B&Bs, and frequently guest houses, are a budget option where owners often take pride in the high service levels, local knowledge and personal touch that they are able to offer.
There tend to be concentrations of B&Bs in seaside towns where, historically, the working classes holidayed such as County Down, Northern Ireland, and Blackpool, England, and isolated rural areas such as the Highlands of Scotland and Connemara where there is not the year-round concentration of travellers that would sustain an hotel. They are present in most towns and cities, and their numbers vary on trade such as for business travellers and tourists: York and Edinburgh for example both have several hundred establishments known as either B&Bs or guest houses. In very busy areas, B&Bs may display a sign saying "VACANCIES" (rooms available) or "NO VACANCIES", to save both the hosts and potential guests the trouble of them having to enquire within.
Breakfast is usually cooked on demand for the guest and is usually some kind of full breakfast, but some offer a continental breakfast.
In recent years B&Bs in the UK have struggled against budget hotel chains such as Premier Travel Inn and Travelodge. Traditionally, business travellers used B&Bs but many of these clients now tend to stay in budget hotel chains. However, in holiday areas the B&B and guest house still prevail. Unlike the hotel chains, they provide a more comprehensive service and breakfast is included in the price, and some who stay regularly may simply like knowing their hosts.
B&Bs tend to place their bedrooms within s:
· Deluxe: This standard of B&B accommodation in Ireland is considered to be very high and deluxe rooms would be available in high end B&Bs and guesthouse accommodation. Deluxe rooms would often have additional furniture or Jacuzzis in the bathroom.
· En-Suite: There is a private bathroom within the bedroom. This will always contain a WC and washbasin, and a shower or bath or both.
· Standard: There is not a bathroom within the bedroom. In this case there will be shared bathroom facilities in another room on the corridor. Usually there will be a washbasin within the room.
Cuba. In Cuba, which opened up to tourism in the 1990s after the financial support of the Soviet Union ended, a form of B&B called casa particular ("private home") became the main form of accommodation outside the tourist resorts.
Israel. The Israeli B&B is known as a zimmer (German for room). All over the country, but especially in the north of the country and the Galilee, zimmers have become an alternative to hotels for romantic weekends or family vacations.
Italy. In Italy, regional law regulates B&Bs.
India. In India, the government is promoting the concept of bed & breakfast. The government is doing this to increase tourism, especially keeping in view the expected demand for hotels during the 2010 Commonwealth Games in Delhi. They have classified B&B in 2 categories - Gold & Silver B&B. All B&B will be approved by the Ministry of Tourism who will then categorize it as Gold or Silver based upon the pre-defined criteria.
New Zealand. As in the USA, bed and breakfasts in New Zealand tend to be more expensive than motels and often feature historic homes and furnished bedrooms at a commensurate price.
North America. Many B&Bs in North America try to create a historical ambiance, with old properties turned into guesthouses decorated with antique furniture. For example, the Holladay House in Orange, Virginia is an 1830s Federal-style brick building that has been converted into a bed and breakfast. In the last ten years, B&B and Inn owners have been launching upscale amenities to improve business and move "up-market." It is not uncommon now to find free wireless Internet access, free parking, spa services, or nightly wine and cheese hours. Due to the need to stay competitive with the rest of the lodging industry, larger bed and breakfast inns have expanded to offer wedding services, business conference facilities, and meeting spaces as well as many other services a large hotel might offer.
The custom of opening one’s home to travellers dates back the earliest day of Colonial America. Lodging establishments were few and far between in the 1700s, and apart from a limited number of coaching inns (a few of which survive as inns today), wayfarers relied on the kindness of strangers to provide a bed for the night. Hotels became more common with the advent of the railroad, and later, the automobile, and most towns had at least one prominent hotel.
During the Great Depression, tourist homes provided an economic advantage to both the traveller and the host. Driving through town (no Interstates then), travellers stopped at houses with signs reading Tourists or Guests, indicating that travellers could rent a room for the night for about $2. The money generated needed income for the home owner and saved money for the traveller.
After World War II, middle-class Americans began travelling in Europe in large numbers, many experiencing the European-style B&Bs (Zimmer frei in Germany, chambres d’hotes in France) for the first time. Some were inspired to open B&Bs in the U.S.; tourist home owners updated their properties as B&Bs. The interest in B&Bs coincided with an increasing interest in historic preservation, spurred by the U.S. Bicentennial in 1976 and assisted by two crucial pieces of legislation: the National Historic Preservation Act of 1966, and the Tax Reform Act of 1976, which provided tax incentives for the restoration and reuse of historic structures.
Through the 1980s and 1990s, B&Bs increased rapidly in numbers and evolved from homestay B&Bs with shared baths and a simple furnishings to beautifully renovated historic mansions with luxurious décor and amenities. The next big change started in the mid 1990s when the Internet became a major marketing force, making it affordable for innkeepers to promote their properties worldwide. Email marketing, in particular, serves as a useful tool for the Bed & Breakfast industry, for it proactively builds relationships with the existing guests after their stay. This helps increase the likelihood for more repeat bookings and also guest referrals in the future. At present, travellers research and book B&B online, checking out detailed photos, videos, and reviews. B&Bs are found in all states, in major cities and remote rural areas, occupying everything from modest cottages to opulent mansions, and in restored structures from schools to cabooses to churches.
Spain. In Spain, B&Bs are often run by people who place personal or family needs ahead of wealth and profit maximization. The business attracts numerous entrepreneurs with predominantly lifestyle motives, yet challenges them in specific ways. Spain does not have a B&B culture like Great Britain. As anything "modern" rules, locals usually shake their head at tourists visiting B&Bs when they could stay at a "proper hotel" for the same money or less.
A study of the years 1997–2000, using a sample of 1131 Spanish firms, suggests that marketing must be done over the medium to long term to be effective.
Regulations
Regulations and laws vary considerably between jurisdictions both in content and extent and in enforcement.
The most common regulations B&Bs must follow pertain to safety. They are usually required by local and national ordinances to have fire resistance, a sufficient fire escape plan in place, and smoke detectors in each guest room. Kitchens and equipment used to serve meals are also often required to be monitored for hygienic operation, but there are significant national and local differences.
In Hawaii, it is illegal to open a new bed & breakfast on Oahu as of 1989. The reason for the moratorium is to force home owners with extra room to rent out their extra space to low income residents who otherwise cannot afford housing on crowded Oahu.
COMPREHENSION
21.1. In the text it’s written that some B&Bs offer CONTINENTAL BREAKFAST. Explain the meaning of this phrase, compare it with ENGLISH BREAKFAST.
21.2. Fill in the gaps:
niche, per capita, mitigate, commensurate price, ambience, amenities, incentives, pertain to
· They don’t try very hard, because there’s no_________ .
· Young pop singers try to find _________ for themselves in music business.
· 300 sunny days e year are _______ of the famous resorts in Greece.
· According to the last data, the national debt of Ukraine during the years of economic crisis has increased to $2780 _______ .
· There’s no proof or written evidence the land ________ Victor.
· I’m not sure aspirin can _________ your sufferings, you need medical care.
· Lily adores fashionable clothes, because the question of _____________ and quality is extremely important for her.
· We’re tired to create _________ of a French bistro.
21.3. Make up your own sentences with the words and phrases from exercise 2.
21.4. Answer the following questions:
· What meal do B&Bs usually offer?
· What is the difference between a hotel and B&Bs?
· Why have B&Bs in the UK struggled against budget hotel chains?
· What are different categories of B&Bs in UK? Describe their accommodations.
· What are different categories of B&Bs in India?
· What are zimmer and casa particular?
· How have the Great Depression, post-WWII period, the Internet influenced the promotion of B&Bs?
· What are the regulations for B&Bs?
21.5. Retell the text A.
21.6. WRITING A PROJECT WORK
You are promised to be sponsored to build a B&B of your own in the Cherkasy region. Write a letter of a request where you will describe its territorial position, its accommodation, free facilities, etc (use the facts from the text!!!). Try to ensure sponsors to give money to your project.
c) Read and translate the text B:
THE BEST HOTEL IN THE WORLD
SITTING on her plinth in the middle of a pond illuminated by floating candles, the harpist strums her instrument, her golden chiffon gown spilling out over a carpet of orange chrysanthemums. In front of her, a crowd has gathered: women with big hair and bum-bags take photographs of one another queueing to see a real-life Renoir. Their menfolk clasp their buckets of coins tightly and long to get back to the slot machines. Welcome to the Bellagio, the newest and most extraordinary addition to Las Vegas. Opening to a fanfare of fireworks and celebrities — Clint Eastwood, Magic Johnson, George Lucas, Teri Hatcher and Kevin Costner were among the guests — it has cost £1 billion, making it the most expensive hotel ever built.
It also hopes to be the best, competing not only with its razzmatazz Vegas neighbours but with hotels such as the Paris Ritz, the Four Seasons in New York or even our own Savoy. All of these destinations have their special appeal: a certain something that sets them apart from the merely luxurious. At the Bellagio, it is as much about statistics as style. More than 3,000 bedrooms, 9,000 staff, 16 restaurants, six swimming pools and a nine-acre, man-made lake. And that's only the beginning. The Bellagio is different not only because of its size but for what it aims to become - quite simply, the most elegant, celebrated hotel in the world; an oasis of high culture in the middle of America's sleaziest city. To achieve this, you need something unique. And the Bellagio is nothing if not individual. Above the reception area hangs a giant glass sculpture, two years in the making and bearing a £6 million price tag. Straight ahead lies the conservatory, a glass-domed atrium where a space the size of four tennis courts has been filled with magnolia trees, sculptures and 10,000 autumnal bedding plants. It took a team of 120 gardeners to create it. It is here that the harpist plays her nightly serenade, gatekeeper to the hotel's most spectacular feature: its collection of 20th-century art.
The Bellagio’s show is rather different: it’s a collection of Impressionist and Post-Impressionist paintings hung in austere reverence between the cafe and beauty salon. "Now showing: Renoir, Van Gogh, Picasso," reads a sign outside. All this is the inspiration, the dream of one man: Casino mogul Steve Wynn. The Bellagio story started two years ago. Wynn, who already owned two of Vegas's most lucrative resorts — the Mirage and Treasure Island — became bored with pirate fights and plastic jungles and aimed his sights a little higher. "Our goal from the outset was to create a hotel that would exemplify absolute quality, while emphasising romance and elegance," he says. "I mean romance in terms of beauty and comfort; the world we all hope for, as it might be if everything were just right. " The challenge was in building a place so pre-emptive, so overwhelmingly attractive and delicious that it would attract people who do not come to Las Vegas now. Put another way, how do you make Las Vegas a successful competitor to London, Rome or Paris?" The answer, it seems, is to recreate a chunk of southern Europe in the middle of the Nevada desert. "We try to capture the romantic symbolism and classic imagery of Italian architecture," recalls Wynn. "I wanted Bellagio to represent the softer side of the soul." The result is like an anagram of good taste. All the right letters are there but, somehow, they make little sense. For all the talk of fine furnishings and prestige boutiques, there's no escaping the 36-storey tower forming the main building, nor indeed the acres of gaming tables. Wynn would rather not mention the word casino. It doesn't fit comfortably into his vision of loveliness... but it is the profits from gambling that will fund the Bellagio. Here you can't even sit down at the baccarat tables without a credit limit exceeding £180.000. But no one has laid a larger bet than Wynn himself. With the collapse of the Asian economy, this has not been a good year for Las Vegas. Despite attracting more than 30 million visitors a year, forecasts are not good. At the same time, some 20,000 extra hotel beds will appear in Vegas over the next two years. Over the road from the Bellagio, a rival company is busy constructing a half-sized replica of the Eiffel Tower for a new Parisian-themed hotel. Further down the strip, work is under way on a copy of St Mark's Square for a 6,000-bed resort. These are what one Harvard professor describes as "the cathedrals of tomorrow". But where will this leave the Bellagio? Wynn is optimistic. "If you build a house of bricks, a strong wind won't blow it down," he says. The Bellagio has been an intensely personal project. As well as providing the financial impetus for the building, Wynn also set about collecting the art that would become its signature exhibit, an act all the more poignant because he suffers from a congenital eye disease that will eventually leave him blind. In the mean time, the hotel stands as the grandest and most expensive monument in a town filled with extravagant follies. Rising up from the desert floor is a place where the world's greatest wonders have been debased into theme park attractions. At Caesar's Palace it is ancient Rome, rebuilt with moving walkways and Cleopatra's large disco. At the Luxor Hotel, it is fibreglass pyramids. Splendid though it seems in concept and design, the Bellagio is no different. More expensive, yes. More "upmarket", too. But in its own way it's just as fake, a beautiful face without a soul.
21.7. Explain the meaning of the following phrases:
A certain something that sets a hotel apart from the merely luxurious
An oasis of high culture
A lucrative resort
To exemplify absolute quality
To emphasize romance and elegance
Overwhelmingly attractive
An anagram of good taste
To debase the world’s greatest wonders into theme park attractions
The cathedral of tomorrow
A new Parisian-themed hotel
An intensely personal project
21.8. Write 6 questions to the text B and be ready to ask them in class after reporting.
21.9. Retell the text B and do your best not to omit the details.
21.10. Look through the questions and see if you can give answers.
ü What is this certain something that sets top hotels apart from the merely luxurious?
ü What else besides romance and elegance should a hotel emphasise?
ü Do you think it’s a good idea for hotels to exemplify absolute quality? Don’t you think modesty is the best policy?
ü Do you think hotels should be huge like the 36-storey Bellagio or they should be small with a feel-yourself-at-home atmosphere?
ü What can you say about European-themed hotels that are appearing in America?
ü Can this hotel really be an alternative to Paris?
ü What kind of hotels do high-rollers prefer?
ü Hotels like the Bellagio are called a beautiful face without a sole. Comment on this.
ü Describe a hotel you would like to stay at.
22. Which of the above are extravagant follies?:
A pond illuminated by floating candles
A carpet of orange chrysanthemums
A real-life Renoir
Slot machines
A fanfare of fireworks and celebrities
Restaurants
Swimming pools
A man-made lake
An oasis of high culture
Sculptures
A conservatory
Tennis courts
A glass-domed atrium
Magnolia trees
Bedding plants
A collection of 20-century art
Café
Beauty salon
A casino
Baccarat tables
What would you add to the list?
23.Translate into Ukrainian:
- The hotel offers all the comforts and amenities of a modern 3 star international resort
- The hotel’s disco is a melting pot of fun and entertainment
- There is a gift boutique which sells most necessities in addition to some tasteful examples of local craft
- There is a house doctor on call
- You can enjoy the panorama from the privacy of your own verandah
- It is a hotel with a difference
- You can relax away the tensions of modern living with a refreshing swim and calming sauna
- A delicious blend of local and international cuisine will satisfy all tastes
- Indulge yourself in our home away from home
- We ensure that your stay is the height of sheer pampered comfort and superlative fine-dining
- Our banqueting and conference facilities are unrivalled in the region
- The hotel caters to the needs of an increasingly sophisticated society
- The deluxe package is aimed at meeting the demands for quality, service and value of the most discerning traveller
- A courtesy shuttle bus operates between the hotel and town
- All of the hotel’s restaurants have their own menus prepared to please the palate as well as the eye
- Prepare yourself for a pampered but entertaining country holiday
- The hotel’s staff are all handpicked to ensure that service is second to none
- Enjoy your stay at the hotel far from the beaten track and in the special solitude that allows a unique kinship with nature
- The hotel offers a superb quiet retreat in paradise
- Our professional staff prepare excellent haute cuisine and we cater to all tastes
- A comprehensive Health Centre and a children’s wading pool are at your disposal
- The moment you arrive you’ll be treated to our famous hospitality
- The hotel’s relaxing atmosphere provides luxury and comfort just meters away from the bustle of the city
- The hotel has an enviable reputation for great food
- Vegetarians are catered for
- The rooms lend an atmosphere of a by-gone age
- The hotel attracts an international mix of guests throughout the year
- It offers the ultimate comfort today’s travelers have come to expect
- It is located in a cool and serene environment
- The hotel delivers the best all round hospitality
- The hotel offers Car Hire, laundry and dry cleaning services round the clock
- Nothing beats the excitement of this hotel
- This hotel is a dream come true
- The bar makes an ideal venue for an evening sundowner cocktail
- A wide selection of international cuisine to tempt the palate
- A beauty parlor, travel agency, curio and book stores complement the facilities offered
- The hotel’s location avoids the noise and bustle of the city, yet the charms and attractions of the city remain accessible
- Rooms are quiet and tastefully furnished
- A satellite TV is a welcome feature
- A free courtesy bus operates every two hours outside of peak times
- The hotel is set in beautiful gardens
- It is only two hours drive from…on an excellent tarmac road
- The lodge is set in beautiful gardens
- The lodge offers superb full board or self service accommodation
- Cuisine at the lodge is to please every palate
- A hotel for a pampered but entertaining holiday
- Comfort and entertainment geared for modern tastes
- A courtesy shuttle bus operates between the hotel and town
- Two new luxury suites feature king-size beds, dressing area and lounge
- The menus are prepared to please the palate as well as the eye
- The hotel’s location avoids the noise and bustle of the city, yet the charm and attractions of the city remain accessible
- There’s a choice of a buffet or the extensive a la carte menu
- A free courtesy bus operates every two hours outside of peak times
- A gourmet restaurant
- Sumptuous bathrooms en-suite
- Nothing beats the excitement of the hotel
- To indulge oneself in the home away from home
- We ensure that your stay is the height of sheer pampered comfort and superlative fine-dining
- Business matters are well catered for
- The conference facilities are unrivalled in the region
- This deluxe package is aimed at meeting the demands for quality, service and value of the most discerning traveler
- The hotel is located in a cool and serene environment
- The hotel delivers the best all round hospitality
- Apartments with full catering facilities
- It offers laundry dry cleaning services round the clock
- Nothing beats the excitement of the hotel
- A comprehensive Health Centre and a children’s wading pool
- You’ll be treated to our famous hospitality
- It offers a superb quiet retreat in paradise
- Our professional staff prepare excellent haute cuisine and we cater to all tastes
- The hotel attracts an international mix of guests throughout the year
- An ideal venue for an evening sundowner cocktail
- The suites are tastefully appointed
24. Translate the following text into English
Класифікація готелів - розподіл готелів за розрядами залежно від розміру та виду житлових і службових приміщень, обладнання підприємства, рівня комфортності номерів і громадських приміщень, послуг, що надаються, та інших чинників.
Розрядність готелю є однією з найважливіших його характеристик. Залежно від розрядності встановлюється оплата за номери та інші послуги. Цей показник характеризує імідж готелю. Критерії, за якими оцінюються готелі й номери в них, узгоджуються і затверджуються національними і міжнародними організаціями, що об'єднують туристські підприємства та фірми. В Україні готелі класифікують за п'ятьма категоріями (від ***** до *), мотелі - за чотирма, відповідно до рівня якості обслуговування. За кордоном діють різні системи класифікації готелів. Загальноприйнятої міжнародної класифікації готельних підприємств за рівнем комфорту не існує, хоча спроби її створення були.
Наприклад, за критеріями International Hotel Association вибірково оцінюються готелі різних держав. Проте в кожній країні існують свої підходи до класифікації готелів. В цілому системи класифікації готелів можна розділити на дві основні групи: "зіркова" система на основі французької національної класифікації, поширена в більшості країн, коли розряд встановлюється шляхом присвоєння певної кількості зірок (від 1 до 5); бальна (індійська) система, в основі якої лежить оцінка готелю експертною комісією. Відповідно до французької ("зіркової") системи оцінюються такі основні параметри готелю: характеристики номерного фонду (площа номерів, частка одномісних номерів, одно- і багатокімнатних номерів, наявність комунальних зручностей в номерах і на поверхах, комфортність номерів); обладнання й оформлення інтер'єру; інформаційне забезпечення, в т.ч. наявність телефонного, телефаксного і телетайпного зв'язку; наявність і характеристики ліфтів; характеристики громадських приміщень, кіноконцертних і конференц-холів (для вищих категорій), приміщень для ділових зустрічей, відпочинку, спорту тощо; наявність і характеристики підприємств харчування: ресторану, їдальні, бару, кафе, буфетів тощо; забезпечення можливості надання послуг торгівлі, побутового обслуговування, інших додаткових послуг; характеристики будинку, під'їзних колій, розвиток інфраструктури; облаштованість прилеглої до готелю території.
Розміри готелю практично не впливають на його класність (мінімальна кількість номерів 7- 10).
Певні вимоги висуваються до персоналу, що працює в готелях. Обов'язкове знання працівниками контактних професій (менеджерами, портьє та ін.) іноземних мов: у готелях * чи ** - одна іноземна мова міжнародного спілкування, в готелях вищих категорій (**&#****) - до чотирьох мов.
Американські автори описують 9 основних типів підприємств розміщення, які можна зустріти переважно в Європі і США. Так, у Великій Британії застосовується шість видів градацій рівня для різних за призначенням готелів:
"а" - готель (hotel. Inn), будинок для гостей (guesthouse). Наприклад, у системі В&В використовується класифікація "The Crown" - "корони": від однієї до п'яти.
"b" - мотелі для зупинки на всю ніч на автошляхах чи головних трасах (motel for stop overnight on motorway or major road route ) "The Lodges" - "півмісяці": від одного до трьох,
"с" - вдома з самообслуговуванням (self-catering holiday home) - "The Кеу" - "ключі": від одного до п'яти.
"d" - для тих, що не ввійшли до трьох перших категорій.
"е" - всі інші розрізняються за рівнем сервісу: approved, commended, highly commended, De Luxe.
"f" - кемпінги для караванінгу та для інших цілей - "The Quality* - "літера Q": від однієї до п'яти.
У Пд. Америці переважає поділ готелів на класи: бюджет (Budget Class), туристський (Tourist Class), вище середнього (Superior Middle Class ), перший (First Class), розкішний (Deluxe Class). Вживається також "зіркова" система: від однієї до п'яти.
У Греції й деяких інших країнах прийнята така класифікація: Luxe, А, В, С.
У Франції готелі підрозділяють за "зірковою" системою на п'ять категорій: від * до **** L.
Крім класу готелю, необхідно обов'язково вказати категорію (Quality Grading) безпосередньо номера. Загалом категорії номерів можна узагальнити до таких:
"а" - De luxe (люкс), luxury (розкішний), first class (перший клас), moderate class (середній клас), second class (другий клас), economic class (економ-клас).
"b" - De luxe (люкс), highly commended (особливо рекомендований), commended (рекомендований), approve (оптимальний),
"с" - Suite (люкс), Presidential (президентський), Superior (вищої якості), Moderate (середній).
Інколи готельні ланцюги вводять власні класифікації, наприклад, *** + 1/2 чи **** + 1/2 (ймовірно, заради зменшення рівня оподаткування через пониження клайності).
У США існують три основні типи готелів: транзитні, курортні й резидент-готелі (з гостями, що проживають постійно). Готель вважається транзитним, якщо принаймні 75% гостей не проживають в ньому постійно. Курортні готелі відзначаються розкішшю і різноманіттям зручностей. Деякі з них функціонують тільки в певний сезон, хоча більшість відкриті впродовж цілого року. Резидент-готелі - багатоквартирні споруди, які пропонують послуги покоївок і мають, як правило, кафе.
Крім місцевих готелів, у США працюють загальнонаціональні й міжнародні ланцюги готельні "Шератон", "Холідей Інн", "Хілтон" та ін. Деякі курортні готелі працюють за американською системою, інші використовують європейську систему.
Сучасні готелі повністю комп'ютеризовані: замість ключа - пластикова картка, комп'ютер може вибрати необхідну послугу, повідомить розклад авіарейсів і замовить квитки, надасть інформацію про курс акцій на біржі, календар спортивних матчів, погоду тощо. У більшості готелів є басейни і спортивні зали, перукарні, банкомати, пункти прокату тощо. В готелях можна поснідати (вартість сніданку інколи включена у вартість номера), а також замовити їжу з ресторану в номер. У разі користування телевізором, необхідно пам'ятати, що канали кабельного телебачення, як правило, платні.
Вартість проживання в готелі залежить від його класу; до вищого класу належать ланцюги готелів ***** та ін. Однак є й цілком доступні за ціною готелі, пансіони, а також своєрідні "домашні готелі" - кімнати, які місцеві жителі (найчастіше пенсіонери) здають гостям за досить скромну плату.
Вартість двомісного номера в першокласному готелі - в середньому 200-300 дол. США за добу, в комфортабельному готелі такий номер коштує 150-200 дол. США, в готелі середнього класу - 60-120 дол. США. В "домашньому готелі" плата за добу становить 50-80 дол. США. Зазначені ціни умовні й залежать від штату, міста, місця розташування, пори року, завантаженості тощо. Практично в усіх системах класифікації готелів оцінюються такі основні параметри готелю: характеристики номерного фонду (площа номерів, частка одномісних номерів, однокімнатних і багатокімнатних номерів, наявність комунальних зручностей в номерах і на поверхах, комфортність номерів); обладнання й оформлення інтер'єру; інформаційне забезпечення, вт. ч. наявність телефонного, телефаксного, телетайпного зв'язку, електронної пошти, ліфта; характеристика громадських приміщень і конференц-холів, а також приміщень для ділових зустрічей, відпочинку, спорту тощо; наявність і характеристика підприємств харчування (ресторану, їдальні, гриль-бару, кафе, буфетів тощо); забезпечення можливості надання послуг торгівлі, побутового обслуговування, інших додаткових послуг; характеристики будівлі, під'їзних шляхів; розвиток інфраструктури, облаштованість прилеглої до готелю території; до готелів високих розрядів висуваються також вимоги щодо мінімальної кількості номерів (тобто число номерів має бути не менше 7-10), архітектури будинку, благоустрою території і т. ін.
Room types
25. Read the information below. Comment on it. Give your idea what guests usually choose such rooms. Prove your arguments.
DON'T BE CONFUSED: ROOM CATEGORIES, VIEWS AND BEDDING TYPES
Choosing a hotel room category can often be a daunting task, especially when you don't know what the individual room-type descriptions mean.
Here is a quick run-down on common room categories in the United States, the Caribbean, Canada and Mexico:
STANDARD(std):This category usually means the most basic roomtype offered by the hotel. It has basic, standard amenities and furnishings. A standard room in a Four Seasons hotel is without question much more deluxe than a standard in, say, a Holiday Inn, but there may be higher categories from which to choose. Standard rooms in hotels with higher categories often have no view or have a poor view over the dumpster or parking lot.
MODERATE (mod):Usually a slight bit better than standard, but still not deluxe. It may refer to the room view as well as the size and type of furnishings offered.
SUPERIOR(sup):This category is always subject to interpretation. It's supposed to mean superior to a standard room in both size and furnishings, but it often refers to just the view. Some hotels have only Superior rooms; the categories then are defined by the view and location of the room.
DELUXE (dlx): These rooms are supposed to be Deluxe in every way: View, location, furnishings and size. In some Caribbean hotels, however, a deluxe room is a lower category than a Superior, so it's wise to question your choice before final booking.
RUN OF HOUSE (roh): This can mean anything the hotel wants it to mean, but typically the interpretation should be "standard room or better at time of check in; any location within the hotel." With the exception of upgrades to suites or junior suites, this category often does not distinguish between Standard, Superior or Deluxe. It does NOT mean, however, best room available at time of check-in.
JUNIOR SUITE (jrste): A "junior" suite is typically a larger room with a separate seating area. Sometimes it's got a small divider between the part of the room that the bed is in and the seating area, but it is not two separate rooms.
SUITE (ste):A Suite is usually two or more rooms clearly defined; a bedroom and a living or sitting room, with a door that closes between them. Many hotels use the word "suite" to define any room with a sofa in it so be sure to check thoroughly if what you really want are the two or more separate rooms.
STUDIO (stu): This is usually configured like a Junior Suite, but has the added advantage of a "kitchenette," or cooking facilities.
Next comes bedding categories. These are usually easier to figure out:
KING(K): A kingsized bed, in U.S. measurements, that would be 72 inches wide by 72 inches long.
CALIFORNIA KING(CK): a kingsized bed that's longer than it is wide: 72 inches wide by 78 inches long.
QUEEN(Q) A bed in U.S. measurements that is 60 inches wide and 72 inches long.
DOUBLE(D) A bed in U.S. measurements that is 54 inches wide and 72 inches long.
TWIN(T) A twin is supposed to be 36 inches wide and 72 inches long, but it can also describe a bed that is as narrow as 32 inces wide. It is also sometimes called a "single."
And now the description of room views:
PARTIAL OCEAN VIEW (pov): Ahhh. You've scrimped and saved for that Hawaii vacation and finally can afford a decent hotel with a Partial Ocean View room category. Does this mean that your view is blocked by some trees? Usually not: In its most cynical definition it means that if you step out on your balcony, lean over at a 45-degree angle, crane your neck until your bones crack, you might get a glimpse of the sea between two other buildings. Or, it might mean that your room is on the side of a building and you can actually see a bit of the ocean from inside your room, but your window does not face the ocean and you don't see a lot of it.
OCEAN VIEW (ov): This could mean one of two things: Your room is on the side of a building and you have a full view down the beach and can see the ocean but you don't FACE the ocean, or that you are in a hotel several blocks away and on a high enough floor that you can see the ocean from your room. In the second scenario you may well be facing the water, but from a distance. In a beachfront hotel, or even one across the street from the beach, this category does not mean facing the ocean.
OCEAN FRONT (of): Here is the category that gives you a full-on ocean view. It means that the windows in your room face the ocean. Depending on the type of hotel you are in, it could mean that you are on a higher floor and have a more sweeping view.
BEACH FRONT (bf): Hotels that have access directly onto a beach often have this category available to guests; in its strictest interpretation, you should be able to walk out of your room and onto the sand. Some hotels use this category, though, for their lower ocean front rooms even if you have to go down an interior corridor and take an elevator to get outside. If what you want is to just be able to walk out, check carefully before you book.
CITY VIEW (ctv, cvw, or cty): It could mean on a higher floor with a broad view over the city, OR... it could mean a city view instead of a more desirable ocean view or mountain view etc.
MOUNTAIN VIEW (mvw, mtv): Looking out at the mountains. This is great if you're skiing; in the Caribbean it usually means "You aren't looking at the sea."
WATER VIEW (wvw, wtv): Your room looks at or has a view of a featured body of water in your destination. Sometimes this is replaced with specifics: Lake View, for example, or Lagoon View or River View.
ISLAND VIEW (isv, ivw, isl): A euphemism -used in both Hawaii and the Caribbean- for no ocean view at all. It means your room faces the opposite side of the hotel from the ocean.
POOL VIEW (plv, pvw,): Self explanatory.
GARDEN VIEW (gdn, gdv): Usually means lower floors, facing landscaping, no view except of the shrub that blocks your window.
26. Match the words in the column with the room descriptions
SINGLE ROOM
DOUBLE ROOM
TWIN ROOM
STUDIO ROOM
SUITE
JUNIOR SUITE
PARLOR
DUPLEX
HOSPITALITY ROOM/FUNCTION ROOM
EXHIBITION ROOM/DISPLAY ROOM
CONNECTING ROOMS
ADJOINING ROOMS
ü A room occupied by one person.
ü A room with one large bed for two persons.
ü A room with two single beds for two persons.
ü A room with one bed and a convertible sofa. Can be used as a single or as a twin.
ü A sitting room connected to one or more bedrooms.
ü A large room with a partition separating the bedroom furnishings from the sitting area.
ü A sitting room not used as a bedroom (Sometimes called a salon).
ü A two-story suite connected by a stairway.
ü A room used for entertaining (cocktail parties etc.).
ü A room used for showing merchandise.
ü Two or more rooms with private, connecting doors. You can move from one room to another without going to the corridor.
ü Two or more rooms side by side with a connecting door between them.
27.Explain what is meant by the following terms:
A twin room
A junior suite
A display room
A king room
A quads room
En suite
28. What type of customers would usually book:
A suite
A functioning room
A twin room
An exhibition room
A penthouse
A superior room
29. Book suitable rooms for the persons mentioned. Explain your choice
Example:
Mr and Mrs Brown—I’d like to book a double room for Mr and Mrs Brown because they are married couple and want to have rest.
for Mr Jones
for Miss Gray and Mrs Bridges
for Mr Jones, Mrs Jones and their nine-year-old son
for Mr Carson’s cocktail party
for Mr Davies’ product exhibiti
30. Look at the descriptions of different accommodation types in exercise 13, and find words which mean:
1. A double bed which is longer and wider than usual.
2. A series of hotel rooms (bedroom, living room, etc) with connecting doors.
3. Two beds, one on top of the other.
4. A hotel room with two small beds (to accommodate two people).
5. A hotel room with one small bed (to accommodate one person).
6. A bed that can be used as a sofa during the day.
7. A bed that folds into a cupboard or the wall during the day.
8. A hotel room with one large bed.
9. A large room with several beds.
10. A hotel room with its own bathroom attached.
11. A small room containing a bed that converts to a sofa during the day.
12. A hotel room with one large bed and two small beds (to accommodate four people).
Part 2
HOTEL PERSONNEL
Analize and learn the topical vocabulary in Supplement 1, P. 66
1.Read the text. Be ready to mention the other people working in a hotel
Duties & Responsibilities for Hotel Positions
Every hotel, large or small, includes a variety of employment opportunities. A smooth-operating hotel needs workers in departments with diverse responsibilities dependent on one another.
General Manager
A general manager is responsible for a large number of tasks. You will be required to prepare a yearly budget and submit it to the hotel owner, corporate office or possibly a district manager. All employee terminations and new hires will be your responsibility. Hotel room rates fluctuate consistently, and as the general manger of the hotel, it will be your responsibility to decide the best rate for any given day, night, weekend or special event. You will also have the authority to set hotel service standards as well as choose extra services or amenities to make the hotel more appealing to travelers.
Front Desk Supervisor and Staff
The front desk staff will take reservations by phone, cancel reservations, check in guests, check guests out, and keep the front desk area and lobby clean and presentable. As a front desk agent, you may be required to help in other areas of the hotel, such as housekeeping, during busy seasons or if staff is short-handed. You will be responsible for large amounts of money, authorizing guest refunds, and taking care of any guest complaints or room issues. The front desk supervisor also will work the front desk and may be responsible for scheduling the work days and hours for the other front desk staff.
Housekeeping Staff and Laundry
Housekeepers are responsible for the cleanliness of all rooms in such a way that a guest would not realize someone had just checked out of the room earlier that same morning. You will also strip every linen off each bed and make each bed according to the hotel standards. The guest rooms are meticulously cleaned and sanitized before a guest arrives. Smaller hotels may require the housekeepers to do the laundry, which will require you to wash, dry and fold all linens, including sheets, pillowcases, comforters and blankets. As a laundry person, you would be required to also remove stains that may be in any linens, when possible.
Breakfast Host, Hostess and Cooks
Many hotels offer a complimentary breakfast bar. As the host or hostess you will be responsible to keep the bar stocked at all times, clean up any messes, brew coffee, wash dishes, break down the breakfast bar and wash the breakfast dishes. If the hotel has a hot bar, you or another person will be responsible for cooking items such as eggs or waffles, and keeping a steady flow of the items to the breakfast bar. The cook will also help break down the bar and clean up the work area before the shift for the day is over.
Maintenance
A hotel maintenance person will ensure that just about everything in the hotel is in proper working order. Daily tasks may include changing light bulbs, removing waste and painting. Other tasks will be assigned as needed, including fixing or replacing toilets, piping, room appliances and vacuums. Many hotels have an indoor pool, and you must ensure that the water pumps and chemical pumps are working correctly. Also, you will need to be familiar with heating and air conditioning units, electrical wiring and plumbing, and how to troubleshoot, fix or replace these items.
Other
Larger hotels may have more positions, such as loss prevention officer, security guards, bell boys, concierge and shuttle drivers. Many hotels may also offer a shuttle service if they are close to an airport, amusement park or other guest attraction. In smaller hotels that do not offer an on-site or on-call concierge, the front desk staff usually tries to assist in finding exactly what the guest is looking for.
2. Match the words in the column with the description of the duties the personnel perform
Note: The above names for various reasons may vary in different hotels.
1. MAINTENANCE MAN
2. SAUNA ATTENDANT
3. RECEPTION CLERK/ RECEPTIONIST
4. ROOM CLERK/ KEY CLERK
5. FRONT OFFICE MANAGER
6. ELEVATOR OPERATOR/ LIFT BOY
7. NIGHT CLERK/ NIGHT PORTER
8. CONCIERGE
9. PORTER
10. DOORMAN
11. CLOAKROOM ATTENDANT
12. TELEPHONE SWITCHBOARD OPERATOR
13. BELLBOY
14. HOUSEKEEPER
15. FLOOR ATTENDANT
16. CHAMBERMAID/ ROOM MAID
17. FRONT OFFICE CASHIER
18. STOREKEEPER
ü is in charge of the reception area.
ü takes care of registration, in some hotels also receives room reservations and keeps them up to date.
ü hands out the keys and gives information to the guests about various hotel services.
ü arranges tickets for sight-seeing, theatre, cinemas and other events. Assists with table reservations and other hotel services.
ü is responsible for the accounts and billing. Sometimes also exchanges foreign currency.
ü takes care of the reception area during the night shift.
ü shows customers to their rooms, delivers messages and mail and carries luggage.
ü carries customers' luggage,
ü receives guests, opens the door, orders taxi-cabs, etc.
ü takes care of customers' coats, hats etc.
ü connects the outgoing and incoming calls.
ü is responsible for the elevators/lifts.
ü is in charge of linen, decorations and general cleanliness of the hotel.
ü is responsible for the cleanliness and often also room service of a special floor.
ü cleans the guest rooms.
ü is in charge of the sauna section.
ü is in charge of the stores.
ü takes care of the technical equipment in a hotel.
3. Fill in the missing words.
……work during the night shift.
A ………… shows guests to their rooms.
A ………… counts the bills and changes currency.
………… are responsible for registration
………… take care of keys.
A ………… carries suitcases and bags
A ………… orders taxi-cabs.
………… take care of flowers, linen etc
………… clean guest rooms
A ………… is responsible for the guests' coats.
4. Answer the following questions:
· What duties are the most difficult to perform for the hotel personnel?
· What qualities should hotel personnel possess?
· Who is likely to have problems with the hotel guests?
8. Translate into English
Швейцари першими зустрічають гостей на неофіційному рівні. Одягнені в примітну уніформу, вони стоять у дверей, вітають гостей, допомагають їм вийти з машини, викликають для них таксі, чемно відповідаючи на всі їхні запитання про готель та його околиці. Також до їхніх обов'язків входить контроль за чистотою і порядком у вестибюлі; чищення дверей, ручок дверей, сходинок при виході; контроль за збереженням майна у вестибюлі; контроль за своєчасним включенням освітлювальних приладів у вестибюлі і світлових реклам; контроль за роботою світлових завіс, їхнє вимикання.
Посильні супроводжують гостей, доставляють багаж у їхні номери. Їм теж корисно знати дещо про околиці готелю й усе про сам готель і його різні служби. Постійно контактуючи з гостями, вони повинні бути послужливими, приємними в спілкуванні. Допомагаючи гостям розміститися в номері, вони мають пояснити, що і як працює (освітлення, TV, кондиціонер, телефон, пральня, чищення і прасування одягу, обслуговування в номерах, ресторан, плавальний басейн; цілющі ванни тощо).
Основним заданиям служби портьє є прийом і реєстрація прибулих гостей, розміщення в заброньовані й підготовлені до заселення номери. Портьє несе відповідальність за правильну видачу і зберігання ключів від номерів, стежить за порядком у вестибюлі.
Покоївки і старші покоївки повинні швидко і високоякісно прибирати місця загального користування, житлові номери, туалет, ванну, щоб гість, потрапляючи у свій номер після переїзду і тривалої стомлюючої дороги, відразу відчув турботу про нього персоналу і створений затишок. Покоївка здійснює прибирання і провітрювання номерів, незалежно від того, зайняті вони або вільні. Постійно утримує у чистоті житлові номери, санвузли та інші приміщення, замінює постільну білизну і рушники.
6. Read this description of a hotel, and match the names of the people in boldwith their positions
Hello, and welcome to Eynsham Towers International Hotel. My name's Lisa Apps, and I'm responsible for the successful running of the hotel. Let me take you round and introduce you to the rest of the staff. Let's begin at the front. The man standing by the entrance in the uniform and funny hat is Richard Taylor. When guests arrive, he's usually the first person they meet. He'll open your taxi door for you, then welcome you into the hotel. The young man standing next to him is Geoff Walton, who will carry your bags in and up to your room. The other young man with them is Mark Adamson. If you arrive in your own vehicle, he'll take your keys and park up for you. To tell you the truth, he's a terrible driver: I certainly wouldn't trust him with my Ferrari!
All right, let's go inside. The man behind the desk by the door is Brian Richards. If you want to book a taxi, get tickets for a show, hire a tour guide or anything like that, you should talk to him. The woman behind the desk at the back of the foyer is Jane Byrne. She's the person who checks guests in, gives them their keys, takes messages for them, and so on. Next to her is Jack Grant. He's the person that guests pay when they leave, and he'll also change traveller's cheques or get you cash on your credit or debit card. The woman behind the desk to your right is Imogen Bradley: if guests want to book an air or train ticket, make a reservation at another hotel somewhere else or even book a full package holiday, they can speak to her. Let's go through this door. We're now in housekeeping, and this is Emma Ranscombe, one of the people who cleans the rooms, makes the beds, provides guests with sheets, clean towels, toiletries and so on. The next door takes us through to the administration office, where I work. The young lady sitting at that desk deals with all my correspondence and helps me out with general duties; her name's Felicity Mills. Over there by the window is Jennifer Bryant. Our hotel has facilities for business meetings and so on, and it's her job to organise these for the companies who use this facility. The man at the other desk is Robin Buxton, who is in charge of the hotel finances. Hi, Robin. Is that a new Rolex you're wearing? Very nice. OK, let's go into the restaurant. It's really busy at the moment because we've just started lunch. This is the person who is responsible for the successful running of the restaurant: Roger Samson. Good morning, Roger. The two people over there are Maria Wadeand Peter Mann, who take customers orders and serve their food. The man standing by the bar with the big red nose is Martin Blackwell. He's our resident wine expert, and he will help you to choose the perfect bottle of wine to go with your meal. And this young lady is Kitty Hannah. She meets customers when they come in and takes them to their table. She also adds up the customers' bills. Hello, Kitty.
Finally, let's go through to the kitchen. It's hot and noisy, isn't it? Right, well, the woman stirring that big pot is Hilary Eccleston, and she's one of the people who assists the man over there shouting at everyone. His name's Gordon Rhodes-Thomson, and he is in charge of the kitchen. Good morning, Gordon, how are things going? I beg your pardon? Well, really! The same to you. Finally, the young man washing the plates and glasses is Laurence Bailey. Uh, Laurence, that glass you just dropped is coming out of your wages, lad.
| 1. Lisa Apps 2. Richard Taylor 3. Geoff Walton 4. Mark Adamson 5. Brian Richards 6. Jane Byrne 7. Jack Grant 8. Imogen Bradley 9. Emma Ranscombe 10. Felicity Mills 11. Jennifer Bryant 12. Robin Buxton 13. Roger Samson 14. Maria Wade 15. Peter Mann 16. Martin Blackwell 17. Kitty Hannah 18. Hilary Eccleston 19. Gordon Rhodes-Thomson 20. Laurence Bailey | meetings and conventions planner chambermaid concierge head chef waiter cashier commissionaire sommelier porter waitress manager plongeur sous chef travel agent Maitre d'hôtel comptroller valet greeter personal assistant receptionist |
7. Translate the information from Ukrainian into English. Make up a short summary entitled”Hotel Workers Etiquette”
Показники якості послуг і обслуговування гостей є однією з головних сторін діяльності готелю. Ці показники можна умовно розділити на три основні групи. До першої групи відносяться якісні показники, пов'язані з наданням готельних місць і їх обслуговуванням: час чекання номера, число заповнюваних документів при одержанні номера або місця в готелі, стан номера і його благоустрій, стан постільної білизни, наявність усіх необхідних предметів побуту в номері. До другої групи відносяться показники якості додаткових безкоштовних і платних послуг. Це наявність у номерах телевізорів, радіоприймачів, холодильників, фенів тощо. А також замовлення квитків на транспорт, у театри, музеї, екскурсії. Склад платних і безкоштовних додаткових послуг, що надаються готелем, необхідно широко рекламувати і, що дуже важливо, не повинно бути відмов у їхньому наданні. До третьої групи показників відноситься культура обслуговування. Одним з важливих елементів, що визначають культуру обслуговування, є готельний етикет-зовнішній вигляд працівників готелю, уміння розмовляти, дотримання правил гостинності, акуратність, дисциплінованість.
Однією з найважливіших якостей, необхідних для працівників готелів, що свідчать про високу культуру людини, є ввічливість, коректність, тактовність, гарні манери, стриманість.
Працівник готелю повинний уміти відволікти себе від дрібних неприємностей, зберегти доброзичливість і привітність у спілкуванні з людьми. Він повинний володіти достатньою силою волі, щоб не виявити негативних настроїв у ставленні до гостя або відвідувача, навіть у тому випадку, якщо вони поводяться неправильно. Позитивні якості працівників повинні виявлятися в зовнішньому вигляді, в умінні вести бесіду, ясно і коректно відповідати на запитання, умінні попереджати побутові безладдя, конфліктні ситуації. Вони також виявляються в шанобливому ставленні до звичаїв, традицій і національних особливостей інших народів. Абсолютно неприпустимі в поведінці обслуговуючого персоналу готелю розв'язність, вульгарність, фамільярність тощо у відносинах із проживаючими. Специфіка професії готельного працівника вимагає також високої культури мови. Це уміння вести бесіду, уміння висловлювати свої думки ясно, коротко, точно, граматично правильно, без зайвих слів, у ввічливій формі і належному тоні.
Персонал усіх категорій готелів, що вступають у контакт із проживаючими, повинний носити формений одяг, який у ряді випадків включає особистий значок, де вказані ім'я і прізвище. Формений одяг допомагає приїжджому або проживаючому легко знайти представника готелю, звернутися з питанням або з проханням про надання послуги, про сприяння і надання якої-небудь допомоги.
Written work
8. You are a general manager of a hotel. One of your workers asks you for a recommendation letter. Write a letter of recommendation for him/her.
9. You are a general manager of a hotel. You have 3 vacancies for porter/housemaid/… free. Write short ads to a local newspaper. Pay attention to his/her features and duties.
10. Write an article for a local newspaper where you describe the duties of personnel in the hotel.
Part 3
CHECKING GUESTS IN AND OUT
1. Read and translate the texts. Write a short summary of them.
Text 1
Hotel reservation procedure
It is very important to know how to book rooms in the hotels. Hotels reservation constitutes a very important part of your vacation or business trip. There are several ways how to reserve a hotel: the first way is via sample hotel reservation letter, in this letter you have to indicate all the necessary information about you, namely: your full name, the date of your arrival in the hotel; the number of people who are going to live in the hotel, always indicating the age of the persons; type of the room: whether you prefer single or double room; you should indicate special needs such as internet connection or rooms on upper storeys; amenities such as sauna or Jacuzzi; and of course your contact information: here you have to indicate your fax and your phone number. The second way of hotels reservation is via the internet, making hotels reservation online very elementary and smoothly. In other words you complete a reservation form; where you have to mention all the information written above. And the third way is via telephone; you call directly in a hotel and dictate all the necessary information about you to the receptionist. In addition you can make hotels reservation through travel agency; this is the most convenient way to reserve a hotel because there are managers of travel agencies who will make a reservation for you.
So the procedure is the following: at first you should find hotels, decide which hotels you prefer most, whether it will be resort hotels or best hotels and thereafter choose the way of hotels reservation suitable for you.
At present the scheme of hotels reservation was elaborated very practical both for businessmen, ordinary people and travellers. Moreover you can accomplish hotels reservation at any opportune moment for you.
If you want to cancel your hotel booking after confirmation you have to cancel your reservation before the time limit per the hotel policy to avoid the aforesaid no show penalty. Some hotels require cancellation to be made by the reservation agent.
Text 2
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