Hotel guests expect the housekeeping department to provide an iron for them.

В.И. ДЕМЧЕНКО

Т.В. КОШЕЛЬ

Тексты и контрольные задания для студентов заочного

Обучения по специальности СКСТ 1 курс

Часть II

РОСТОВСКАЯ АКАДЕМИЯ СЕРВИСА (ФИЛИАЛ)

ГОУ ВПО «ЮЖНО-РОССИЙСКИЙ ГОСУДАРСТВЕННЫЙ УНИВЕРСИТЕТ

ЭКОНОМИКИ И СЕРВИСА»

В.И. ДЕМЧЕНКО

Т.В. КОШЕЛЬ

Тексты и контрольные задания для студентов заочного

Обучения по специальности СКСТ 1 курс

Часть II

Допущено в качестве методического пособия для студентов 1-го курса

Заочного обучения по специальности «социально - культурный сервис и туризм». Протокол заседания кафедры «Иностранные языки»

№ от

Ростов-на-Дону

Демченко В.И.

Кошель Т.В.Тексты и контрольные задания для студентов заочного

обучения по специальности СКСТ 1 курс ( часть II)

Методические указания к практическим занятиям по английскому языку. – Ростов-на-Дону, РАС ЮРГУЭС, 2009.

Пособие состоит из 5 уроков и охватывает темы, необходимые для общения в сфере туризма: отель, работа в отеле, работа в ресторане, индустрия туризма, виды туризма, таможня. Каждый урок содержит основной текст и задания на усвоение лексики урока и базовой грамматики английского языка.

Цель пособия – углубить знания английского языка на материалах текстов профессионально ориентированной тематики.

Содержание пособия соответствует программе курса и может быть использовано в качестве заданий для студентов специальности СКСТ заочной формы обучения.

Рецензент: доц. Минасян А.В.

© Демченко В.И., Кошель Т.В. РАС ЮРГУЭС, 2009

Unit I

1. Прочитайте текст и подготовьте устную тему «Отель»

Hotel

Most hotels offer the following room types:

Single room – it is a room occupied by one person.

Double room – it is a room with one large bed for two people.

Twin room – it is a room with two single beds for two people.

Triple room – it is a room with three single beds, or a double bed and a single bed, suitable for occupation by three people.

Family room – it is a room with four or more beds, particularly suitable for a family with children.

Lounge or sitting room – it is a room not used as a bedroom but where guests may read, watch television.

Of course rollaways (collapsible beds on rollers) can be placed in a room for other family members. If a guest requires more than one room, some hotels have fine suites consisting of several rooms.

Room rates:

Full board or enpension – it is a room and all meals included.

Half board or demi-pension – this includes the room, plus breakfast and one other meal (lunch or dinner)

Bed and breakfast or continental plan – it is the rate that includes the room and breakfast. (breakfast itself may be “English” or “continental”.)

European plan – it is the rate for a room alone, with no meals included at all.

In the lobby there is a registration, or front desk where guests check in and out, pick up and deposit keys, and so on.

The check-in procedure takes a few minutes. The guest is given a registration card to fill in: the name and address, the passport number for foreign nationals. The desk clerk, or receptionist, enters the guest`s room number, the room rate, and the arrival and departure dates into the computer.

When the formalities are over, the bellman shows the guest to their rooms and assists them with their baggage. He shows them where the light switches are and explains the use of the room appliances, such as the television set, cooking facilities, if any, and the air conditioning. He can also run errands for you.

For each service rendered the bellman will expect a tip.

Service is supposed to begin at the door. So another employee who is important during the reception procedure is the doorman. He is stationed at the entrance to the hotel and assists the guests in and out of taxis and cars, calls for cabs, etc. Very often guests will ask him for directions to restaurants, nightclubs, cafes, shops, or other hotels.

If any information is required, it can be received at the hotel`s information desk which is supervised by a concierge. Concierges are always ready to help the guests. They can make reservations for theatres or flights, arrange sightseeing tours, mail letters and, in general, provide all kinds of useful information.

A hotel bill can be paid in several ways. Besides cash, credit cards are universally accepted. In fact, many hotels require their guests to produce a credit card when registering. Otherwise, a cash deposit is required. The guests may also pay with traveler’s checks when checking out.

Hospitality is of great importance for a hotel. Hospitality is not an abstraction – it is a clean room, a comfortable bed, a hot shower, a good meal, a courteous doorman and – last but not least – a good profit!

2. Answer the Questions:

a) How do they call a room occupied by one person (two, three people)?

b) What are the main room rates?

c) What are the duties of a receptionist?

d) What are the duties of a bellman?

e) What are the duties of a doorman?

f) What are the duties of a concierge?

g) What does the word Hospitality mean?

2. Прочитайте тексты и подготовьте устные темы «Работа в отеле»

THE RECEPTIONIST

The receptionist works in the front office of a hotel.

The receptionist is in charge of the check-in. She meets and greets guests, registers guests and assigns rooms to them.

The receptionist must ensure that the check-in procedure is brief and convenient.

The receptionist must help guests do the hotel formalities. She takes the guest's name. If the guest is a foreign visitor, the receptionist must take the guest's passport number. Then she asks the guest to sign the hotel register. In larger hotels the receptionist asks the guest to fill in a registration card and to sign it. She must explain how to do it correctly.

The receptionist must send the signed registration card to the cashier's office.

The receptionist answers the phone. She answers questions of visitors who have come to see the hotel guests. She can help the. visitors find the hotel guests. She may take messages for the hotel guests when they are not in.

In smaller hotels the receptionist is in charge of the room keys.

THE CONCIERGE

The concierge works at a hotel's information desk.

The concierge must speak a few languages because she has to help guests from other countries. Usually the concierge speaks major world languages: English, French, German and Spanish. Sometimes she speaks other languages, too. It depends on the language of the customers whom the hotel receives.

The concierge must help guests in all ways. She can give orientations in the city, arrange taxis and sightseeing tours. She can offer entertainment. She can make theatre bookings. She can recommend shops, restaurants or nightclubs.

Actually the concierge in a hotel can act as a travel agent: book flights, tours, visits. She may find a guide or a guide-interpreter for the guest.

The concierge can find a babysitter.

The concierge must help guests mail letters and packages. She may even provide paper and a pen for writing letters. In some hotels the concierge is in charge of messages.

In some hotels the concierge may be in charge of the room keys.

THE HOTEL MANAGER

The hotel manager is the head of a hotel. He may have the name of the general manager or the managing director. . The hotel manager may hold a management position in an individual hotel. Or he may work in a hotel chain.

In a small hotel the manager may be the owner of the hotel. But in a large hotel he is just a professional hotelier.

For the hotel guests the hotel manager is the host who must offer hospitality to his guests.

For the hotel staff the hotel manager is the person who must establish the policy of the hotel and its operations. The hotel manager has to plan and control the hotel business. He has to check up how different hotel departments carry out their functions. Often he has to deal with the hotel guests in person. He has to handle their problems and complaints.

There may be different management positions in a hotel: the assistant manager, the resident manager, the night manager.

The assistant manager helps the manager and manages the hotel when the manager is not present.

The resident manager is the manager who permanently lives in the hotel.

The night manager is on duty during the night.

THE BELL SERVICE

When hotel guests check in, they expect someone to show them to their rooms. They also want someone to help them with their luggage. Often guests would like some employee to run errands for them. These are duties of bell service.

At the head of the bell service is the bell captain. The bell captain’s office is next to the front desk. The bell captain directs bellmen.

The room clerk gives the guest`s room number and the key to the bellman. The bellman escorts the guest to his room. He escorts the guest to the elevator first and then to the floor. There the bellman shows the guest his room. He must show where the light switches are. He must also explain how to use the room appliances: the TV-set, telephone, air-conditioning. The guest may want him to explain some other hotel services: room service, laundry or dry-cleaning.

In many hotels the bellman also carries the guest`s luggage. But some hotels have got porters who must carry the luggage. Very often the bellman or the porter uses a cart to move the luggage.

The bellmen also run errands for the guests. They can even page guests in the hotel. You can see a bellman carry a sign with the name of the guest whom he is paging. Or you can hear a bellman call out the name while he is carrying the sign.

THE HOUSEKEEPING

When guests stay at the hotel they expect somebody to clean their rooms. The housekeeping department does it.

At the head of the housekeeping service is the housekeeper. He supervises the chambermaids.

Chambermaids prepare the rooms before the guests check in.

The housekeeper tells the maids to general clean the rooms or to make up the rooms. He may ask the maids to scrub down the bathrooms or just change the bed linen and the towels. Generally the maids air the rooms, make the beds, dust the furniture, vacuum clean the floor, wash the bathroom, empty the waste baskets.

Chambermaids use carts to carry supplies: soap, tissues, bed and bath linens. There are containers for dirty linen and rubbish on those carts.

Chambermaids use master keys to provide security for the hotel rooms.

If the guests need extra bedding or rollaways, the housekeeping service will do it. The housekeeping service provides hair-dryers and irons if the guests need them.

When guests check out, the housekeeper informs the front desk if everything is in order. He also informs which rooms are occupied and which are vacant.

THE SECURITY DEPARTMENT

The hotel security department must protect the guests from all dangers: robbery and burglary, fire or flood. At the head of the hotel security department is the security officer.

The guests may keep their valuables in a safe-deposit box. The security department is in charge of it. The security department is in charge of it. The security department employees are prepared to protect the guests in case of any crime.

Often the guests lose their stuff in the hotel. They may leave their purses and wallets, hand-bags and umbrellas, hats and coats in bars or restaurants, restrooms or lobbies. The security department is in charge of the lost and found office.

The security department employees are trained for emergencies. They are prepared to help the guests in case of fire or other dangers. They are responsible for warning the guests of the danger. They are responsible for warning the guests of the danger. They are in charge of smoke detectors and fire extinguishers throughout the hotel.

The security department provides fire drills for all hotel employees. Each hotel employee knows all emergency exits.

In case of an injury there are first aid kits throughout the hotel. The security department is in charge of them too.

3. Заучите диалог наизусть:

Mr Brown: Good morning.

Hotel Clerk: Good morning, sir I`m at your service.

Mr B.: I`d like a single room with a bath.

C.: All right, sir. Fill in this form in block letters, please. Write your address, name, profession, duration of stay.

Mr B.: Is that all?

C.: Yes, sir. Give me your passport, please.

Mr B.: Here you are.

C.: Thank you, sir. Here is your key. Room 205.

Mr B.: Thank you very much.

4. Переведите диалог на английский язык:

- Здравствуйте, отель «Европа», что я могу сделать для вас?

—Могу я остановиться в вашем отеле?

—Да, но это зависит от дня. На выходных у нас обычно нет мест.

— Нет, мне бы хотелось номер на два человека со вторника по пятницу. Это возможно?

—Да, конечно. Вам все равно, какой вид из окна?

—Нет, я бы хотел с видом на море. Сколько это стоит?

—50 долларов с человека в сутки.

—Замечательно.

—Как вас зовут?

—Свит. Мистер и миссис Свит, но мы приедем поздно ночью.

—Ничего страшного, мы подержим комнату до полуночи. Итак, мистер Свит, мы ждем вас 21 февраля, во вторник. Ваш двухместный номер 384, до свидания.

5. Переведите на русский язык:

1. Hotel guests wish bellmen to run errands for them.

2.When hotel guests arrive, they want someone to check them in,
3.I would like you to sign your registration card.

4.We'd like your bellman to page our customer.

5. When guests stay at the hotel, they expect the maids to change their bed and bath linen.

6. Room clerks always ask the hotel guests to sign in the register or to fill in a registration card.

7. The hotel manager relies on his front desk employees to provide brief and convenient guest service.

8.1 count on you to help me with the luggage.

9. The guide waited for the tourists to arrive.

10.When the receptionist sees a guest arrive, she must greet him and assign a room.

11.The assistant manager heard the guest complain.

12.The customer watched the room clerk check up his booking.

6. Работая по модели, составьте предложения:

1) Say what hotel guests expect, want, would like the hotel staff
to do. Use the expressions:

MODEL:

Hotel guests expect the housekeeping department to provide an iron for them.

1. to provide tea- and coffee-making facilities

2. to assign the rooms

3. to page

4. to reserve a room

5. to protect from danger

6. to general clean the rooms

7. to show room appliances

8. to take a message

9.to book theatre tickets

10.to carry luggage

11.to help with long-distance calls

12.to help in case of injury

13.to scrub down the bathroom

14.to take care of the room key

2) Say what the guide, the room clerk, the maid saw, watched, noticed, heard a/the customer do. Use the expressions:

MODEL: