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Государственное автономное образовательное учреждение

высшего образования города Москвы


«МОСКОВСКИЙ ГОСУДАРСТВЕННЫЙ ИНСТИТУТ
ИНДУСТРИИ ТУРИЗМА ИМЕНИ Ю.А.СЕНКЕВИЧА

Факультет туризма и гостеприимства

Кафедра лингвистического обеспечения профессиональной деятельности

Е.Г. Петрашевская

Professional English for Hospitality Students


Английский язык профессиональный для специалистов
индустрии гостеприимства
Часть 1
Учебное пособие с методическими указаниями и тестами для текущего и
промежуточного контроля для студентов заочного отделения

Москва 2018
УДК 811.111 (073)
ББК П30
Рецензент:
доцент, кандидат педагогических наук,
И.Ю. Мишота

Рекомендовано учебно-методическим советом МГИИТ


в качестве учебного пособия для студентов II курса
по дисциплине «Английский профессиональный язык»
по направлению подготовки 43.03.03 «Гостиничное дело»

Е.Г. Петрашевская. Professional English for Hospitality Students. Английский язык


профессиональный для специалистов индустрии гостеприимства, Часть 1: учебное пособие с
методическими указаниями и тестами для текущего и промежуточного контроля по дисциплине
«Английский профессиональный язык» по направлению подготовки 43.03.03 «Гостиничное
дело» - M:МГИИТ, 2018, 208 с

Учебное пособие предназначено для студентов заочного отделения, обучающихся по


направлению подготовки 43.03.03 Гостиничное дело. Пособие направлено на формирование
профессиональных компетенций студентов посредством иностранного языка.
Содержание пособия соответствует Рабочей программе учебной дисциплины «Английский
профессиональный язык» и включает следующие модули: «Профессии в сфере гостеприимства:
организационная структура отеля; квалификационные требования и должностные обязанности
персонала; трудоустройство», «Средства размещения: классификация средств размещения;
категории номеров; тарифы и цены; дополнительные и персональные услуги»,
«Телекоммуникационные услуги: этикет общения по телефону; технология работы службы
телефонных операторов».
Пособие составлено на основе оригинальных источников и дает возможность
ознакомиться с практикой гостиничного бизнеса и условиями работы в сфере индустрии
гостеприимства.

© МГИИТ. 2018

2
Содержание
Введение………………………………………………………………….. 4
Методические рекомендации для самостоятельной работы
студентов………………………………………………………………….. 6
МODULE 1 CAREERS IN HOSPITALITY …………………………….. 8
Unit 1 Hotel Departments and Staffing …………………………………… 8
Unit 2 Job duties and responsibilities……………………………………... 28
Unit 3 Applying for a Job ………………………………………………… 38
Unit 4 Job Interview………………………………………………………. 66
MODULE 2 ACCOMMODATION………………………………………. 75
Unit 1 Type of accommodation…………………………………………… 75
Unit 2 Room Types ……………………………………………………….. 113
Unit 3 Tariffs & Room Rates ……………………………………………... 131
Unit 4 Services & Facilities ………………………………………………. 149
MODULE 3 TELEPHONING…………………………………………….. 179
Методические рекомендации для выполнения контрольной 196
работы №1 (3 семестр) …………………………………………………
Контрольная работа № 1 (3 семестр)…………………………………… 197
Перечень вопросов для подготовки к зачету ………………………….. 203
Перечень учебной литературы……………………………………. 207

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ВВЕДЕНИЕ
Цель курса овладения английским профессиональным языком заключается в
формированииязыковой, межкультурной коммуникативной профессионально
ориентированной компетенции, которая позволит использовать иностранный язык
в профессиональной и научной деятельности.
В процессе изучения дисциплины решаются следующие основные задачи:
- формирование социокультурной компетенции и поведенческих
стереотипов, необходимых для успешной адаптации выпускников на
рынке труда;
- развитие у студентов умения самостоятельно приобретать знания для
осуществления бытовой и профессиональной коммуникации на
иностранном языке – повышение уровня учебной автономии, способности
к самообразованию, к работе с мультимедийными программами,
электронными словарями, иноязычными ресурсами сети Интернет;
- расширение кругозора и повышение информационной культуры
студентов;
- формирование представления об основах межкультурной коммуникации,
воспитание толерантности и уважения к духовным ценностям разных
стран и народов;
- расширение словарного запаса и формирование терминологического
аппарата на иностранном языке в пределах профессиональной сферы.
На освоение дисциплины отводится 108 часа, из них 12 часов – для
установочных практических занятий, 92 часа - для самостоятельной работы, 4 часа
- зачет.
Выпускник должен обладать следующими общекультурными
компетенциями:
ОК-5 -способностью к коммуникации в устной и письменной формах на
русском ииностранном языках для решения задач межличностного и
межкультурного взаимодействия.
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В результате освоения дисциплины студенты должны
- знать: лексический минимум для реализации профессиональной
деятельности; основные грамматические явления, характерные для
профессиональной речи; правила речевого этикета
уметь: использовать знания английского языка в профессиональной
деятельности
владеть: способностью к деловым коммуникациям на английском языке в
профессиональной деятельности
Распределение часов по темам и видам занятий
№ п.п. наименование разделов и тем лекции практи из них: СРС
ВСЕ
ческие интер КР ГО
актив
3 семестр
1 Профессия в гостинице. 2 2 18 22
1.1 Основные должности в гостинице и 2 2 8 12
обязанности сотрудников. Личные и
профессиональные качества работников
гостиницы, Устройство на работу в
гостиницу.
1.2 Написание резюме, заполнение 10 10
анкеты, написание сопроводительного
письма, подготовка к собеседованию и
его прохождение.
2 Классификация гостиниц 2 20 22
2.1 Основные характеристики гостиниц 2 8 10
(материально-техническая база,
местоположение гостиниц и т.д.)
2.2 Присуждение гостиницам 6 6
категорий.
2.3 Специализация гостиниц 6 6
(курортные, бизнес- отели, отели-
аппартаменты и т.д.).
3 Организация службы приема и 2 20 22
размещения клиентов в гостинице
3.1 Организация службы приема и 2 10 12
размещения клиентов в гостинице
3.2 Бронирование размещения, 10 10
заполнение бланка бронирования, заказ
гостиницы по телефону, интернету
4. Этикет разговора по телефону, лист 2 2 34 38
размещения, письмо-рекламация, письмо-
извинение
4.1 Типы гостиничных номеров 2 2 7 11

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4.2 Номера по категориям. Основные 7 7
характеристики номеров, оснащѐнность
номеров современными техническими
средствами.
4.3. Контрольная работа №1 2 20 20
Зачет 4
Всего в 3 семестре 4 8 92 108

Методические рекомендации для самостоятельной работы студентов


Учебный материал для данного семестра состоит из 3 модулей, соответствующих
разделам Рабочей программы учебной дисциплины.
Модуль 1 «Профессии в сфере гостеприимства
 Урок 1 Организационная структура отеля
 Урок 2 Квалификационные требования и должностные обязанности
персонала Урок 3 Трудоустройство: написание сопроводительного письма и
резюме
 Урок 4 Собеседование по поводу трудоустройства
Модуль 2 «Средства размещения»
 Урок 1 Классификация средств размещения
 Урок 2 Категории номеров
 Урок 3 Тарифы и цены
 Урок 4 Дополнительные и персональные услуги
Модуль 3 «Телекоммуникационные услуги».
Каждый урок содержит терминологический словарь, профессионально-
ориентированный текст, вопросно-ответные упражнения, тренировочные лексические
упражнения, упражнения на выполнение перевода с русского на английский и с
английского на русский, вопросы для самоконтроля.
Тексты сопровождаются различными коммуникативными тренировочными
заданиями – предтекстовыми, послетекстовыми, упражнениями, которые
стимулируют коммуникативно-речевую компетенцию студентов и готовят их к
обсуждению профессиональных проблем на английском языке. Каждый текст имеет
несколько упражнений, направленных на закрепление профессиональной и общей
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лексики. Тексты имеют законченное содержание и легко поддаются пересказу и
обсуждению.
Уроки следует прорабатывать в следующем порядке:
1. Изучить терминологию.
2. Выполнить предтекстовые упражнения.
3. Прочитать и перевести профессионально-ориентированный текст на тему урока.
4. Выполнить послетекстовые упражнения.
5. Ответить на вопросы самоконтроля.
Курс «Английский профессиональный язык» построен на изученном раннее
грамматическом и лексическом материале в рамках учебной дисциплины
«Иностранный язык» и не предполагает изучение новых грамматических структур.
По окончании вузовского курса обучения выпускники со степенью бакалавра
должны владеть профессионально ориентированной межкультурной коммуникативной
компетенцией на уровне B2-В2+ (согласно общеевропейской шкале), который
предусматривает степень сформированности соответствующих умений во всех видах
речевой деятельности для пользования языком в профессиональных целях.

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MODULE 1
CAREERS IN HOSPITALITY
Тема: Профессии в гостинице. Основные должности в гостинице и
обязанности сотрудников. Личные и профессиональные качества
работников гостиницы, Устройство на работу в гостиницу. Написание
резюме, заполнение анкеты, написание сопроводительного письма,
подготовка к собеседованию и его прохождение.

Unit 1 Hotel Departments & Staffing


Unit 2 Job duties & Responsibilities
Unit 3 Applying for a job
Unit 4 A Job Interview

Unit 1
Hotel Departments & Staffing
1. Study the vocabulary.
1. The structure of a hotel 1. Структура отеля
Front of the House - службы непосредственно
занятые обслуживанием гостей
(службы «переднего плана»)
Back of the House - службы, не имеющие прямого
контакта с клиентами (службы
- «заднего плана»)
Room Division - служба управления номерным
фондом
Administrative Department - административная служба
Food and Beverage Department - служба общественного питания
Sales and Marketing Department - коммерческая служба
Technical Department (Engineering - инженерно-техническая служба

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and Maintenance Department)
Ancillary and Additional Services - вспомогательные и
дополнительные службы
2. Front Office Служба приема и размещения
Front Desk - стойка приема и размещения
Reservations Department - отдел бронирования
PBX – Private branch exchange - телефонная станция (АТС,
коммутатор)
Business Center - бизнес центр
Front Office Manager - руководитель службы приема и
размещения
Front Desk Manager - старший администратор
(начальник смены)
Duty Manager - дежурный менеджер
Night Manager - ночной менеджер
Public Relations Manager - менеджер по работе с гостями
a receptionist - сотрудник службы приема
a concierge - консьерж
a cashier - кассир службы
a night auditor - ночной аудитор
a bellman, bellboy, bellhop - подносчик багажа
a doorman - швейцар
a page - посыльный
PBX Supervisor - руководитель телефонной
службы
a switchboard (telephone) operator - оператор АТС (телефонист)
3. Housekeeping Хозяйственная служба
Head Housekeeper - руководитель хозяйственной
службы

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a housekeeping supervisor - старшaя горничная
a chambermaid - горничная
a floor attendant - дежурный по этажу
Laundry Service - персонал прачечной
Dry Cleaning Service - персонал химчистки
Linen Room Service - персонал бельевой
a linen room attendant - разносчик чистого и грязного
белья
Valet Service - чистка и утюжка одежды
a tailor - портниха (швея)
Health Club staff - сотрудники оздоровительного
- клуба
Fitness Center staff - сотрудники спортивного центра
a florist - флорист
4. Administration Department Административная служба
Executive Office - секретариат; общий отдел
General Manager (Managing Director) - директор гостиницы
Controlling Department (Accounting - расчетная часть (бухгалтерия)
Department)
Controller - главный бухгалтер
Cost Control - отдел контроля за движением
товаров и цен
Purchasing Department - отдел снабжения
Human Recourses - отдел кадров
(Personnel) Department
Chief Human Recourses Manager - начальник отдела кадров
(Personnel Manager)
Training manager - менеджер по обучению кадров
Security - служба безопасности

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5. Food and Beverage Department Служба организации питания
Food and Beverage Department - менеджер службы организации
Manager питания
Banqueting - отдел банкетного обслуживания
Restaurants - отдел ресторанного
обслуживания
Bars - отдел барного обслуживания
Catering - отдел кэйтеринга
Room Service - служба обслуживания в номерах
Stewarding - служба стюардинга
Kitchen - производство
a head chef - шеф-повар
a cook - повар
a head waiter, maitre d‘hôtel - метрдотель
a waiter, a waitress - официант, официантка
a barman, a bartender - бармен
a wine steward - сомелье, официант по винам
6. Sales and Marketing Department Коммерческая служба
Public Relations - отдел по связям с
- общественностью
Reservations Department - отдел бронирования
Marketing Department - отдел маркетинга
Catering and Sales department - отдел продаж банкетных залов
Sales and Marketing Director - начальник коммерческой
службы
a sales manager - специалист по продажам
a reservation manager - менеджер по бронированию
a group coordinator - специалист по групповому
бронированию

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a reservation(s) clerk - специалист по бронированию
Marketing Services Manager - руководитель отдела маркетинга

Banqueting Manager - менеджер по продажам


банкетных залов
7. Engineering and Maintenance Инженерно-техническая
служба
Chief engineer - главный инженер
a carpenter - плотник
an electrician - электрик
a plumber - сантехник

2. Study the information about different organizational structures of hotels.


The Structure of a Hotel
The day-to-day operations of a hotel are the key factors determining the success or
failure of its service. It is necessary to understand the structure of hotels in order to get
an overview of how the organization fits together.
Regardless of the size of a hotel, the organizational structure will be basically the
same. It is usually divided into several distinct departments, each responsible for a
particular area of work.
The larger the hotel is and the more facilities it offers the more specialized the
departments become.
The typical structure for a small hotel offers both accommodation and catering. Staff
members carry out1 a variety of tasks within their general area: (e.g. the restaurant staff
will also deliver room service and serve tea and coffee in the lounge; the receptionist will
handle reservations, check-in and check-out, billing, mail and switchboard, etc., manager
and assistant manager will handle2 a variety of administrative and decision-making tasks.

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A simple small hotel structure

In a larger hotel, it is possible to organize staff into more clearly defined departments,
each with a supervisor or department head (in a medium-sized hotel) or a manager (in a large
hotel). There will also be more specialized staff, because the hotel can afford to employ more
people - and there will be more work for each person to do.
In a medium-sized hotel, there might be a manager and one or more assistant managers,
who supervise operations (probably on a shift basis, so that there is some managerial
supervision seven days per week).
An organizational chart for a large hotel

The ‗branches‘ of the chart show how roles and responsibilities are divided up into
sections or departments. The management of the hotel shown above is divided into two
basic divisions: the Rooms Division and Food & Beverage. The Rooms Division is, in
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turn, divided into four basic functions: Front Office, Housekeeping, Maintenance and
Security.
The vertical connecting lines of the chart are also lines of authority3 and reporting.
So, for example, reservations staff report to4 the Front Office Manager, who reports to
the Rooms Division Manager.
The connecting lines of the chart are also lines of communication and liaison5. So, for
example, it is clear from our chart that staff in the reservations, reception and cashier
sections need to communicate with each other: each contributes something to the overall
work of the Front Office. At the same time, there is a line connecting reception and
maintenance6, say: if a guest comes to reception and says that her TV isn‘t working, or
her window doesn't open, reception will have to liaise with maintenance to make sure it
gets fixed.

Words
1. to carry out - выполнять
2. to handle - управлять, регулировать,
организовывать
3. authority - полномочия
4. report to - отчитываться, докладывать,
подчиняться
5. liaison - взаимодействие
6. maintenance - техобслуживание, поддержание в
рабочем состоянии
3. Answer the questions.
1. What does a typical structure for a small hotel offer?
2. What tasks do staff members carry out?
3. In what way is the organizational structure of a larger hotel different?
4. What does the organizational chart of a hotel show?
5. What do the vertical connecting lines in the chart show?

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6. How is the communication and liaison between different hotel departments
reflected in the chart?
7. What departments report to the general manager?
8. What basic divisions is the management of a hotel divided into?
9. What functions is the Rooms Division subdivided into?
10.What subdivisions does the Front Office include?
11.What subdivisions does Food & Beverage consist of?
4. Study the vocabulary.
1. to advertise - рекламировать
advertising - реклама
2. ancillary services - вспомогательные службы
additional services - дополнительные службы
3. to assign - отводить, закреплять, заселять в
гостиничный номер
4. catering - общественное питание
5. billing - составление счета
to draw up a bill - выписывать счет
6. hiring and firing - прием на работу и увольнение
7. hotel occupancy - загрузка отеля
8. tangible - материальный
intangible - нематериальный
9. promotion - продвижение (отеля)
10.publicity - формирование общественного
мнения
11.security alarm systems - сигнализация
12.surveillance equipment - оборудование для наблюдения
13.transaction - финансовая операция

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5. Translate the sentences.
1. The hotel services are divided into the front of the house and the back of the
house.
2. The front of the house includes departments which deal with administration
and customer contact services.
3. The departments which don‘t have any contact or have a very limited contact
with hotel guests belong to the back of the house.
4. The front office is where guests are greeted when they arrive at the hotel, where
they‘re registered, and where they‘re assigned to a room.
5. Reservation takes and tracks hotel‘s future bookings.
6. In a small hotel, front office functions may be carried out by a single person at a
reception area or front desk: answering the switchboard, taking bookings,
welcoming and checking in and out guests, billing and processing payment and
so on.
7. The front office cashier draws up bills, receives guests‘ payments, exchanges
currencies, cashes cheques and process other financial transactions.
8. The housekeeping department is responsible for cleaning guest rooms and
public spaces.
9. The security department is responsible for implementing procedures which
aim at protecting the safety and security of hotel guests, visitors, hotel
employees and the hotel itself. It includes monitoring surveillance equipment,
patrolling the hotel premises and maintaining security alarm systems.
10.The human resources (personnel and training) department is responsible for
hiring and firing, training, wages and benefit administration, labour relations,
employee relations, and staff development.
11.Food and Beverage Department is in charge of catering guests in the hotel
restaurants, cafés and bars.
12.Sales and Marketing Department works out the sales strategy aimed at
achieving the highest hotel occupancy, concludes different agreements, carries
out the market research, promotion and advertising activities.
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13.Hospitality is a combination of tangible and intangible goods: a comfortable
bed, a hot shower, a tasty meal, an attentive waiter, a helpful porter, a friendly
receptionist.
14.The engineering and maintenance department looks into the installation and
maintenance of all equipment used in a hotel.
15.Ancillary services include laundry, tailor, linen, room-cleaning and other
services.
16.Additional services include a hairdresser‘s, a swimming pool, a sauna, a
health club, a fitness center and other chargeable services.

6. Read the text and answer the questions.


Functions of Major Hotel Departments
Front Office
The hotel services are divided into the front of the house and the back of the house.
The front of the house includes departments which deal with administration and
customer contact services. They are the front office, the information desk, the bell
service and others. Besides, the accounting and the hotel management are also
considered to be in the front of the house.
The departments which don‘t have any contact or have a very limited contact with
hotel guests belong to the back of the house. They just provide material services to the
guests. They are the housekeeping, the engineering, the maintenance, the food and
beverage, the personnel department, the laundry service, the valet service and others.
The front office is where guests are greeted when they arrive at the hotel, where
they‘re registered, and where they‘re assigned to a room. Telephone operators and other
guest communications functions usually fall under the front office department. The
hotel‘s bell staff is also a part of this department. Reservation takes and tracks hotel‘s
future bookings.
In a small hotel, front office functions may be carried out by a single person at a
reception area or front desk: answering the switchboard, taking bookings, welcoming and
checking in and out guests, billing and processing payment and so on.

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In a large hotel, there may be separate departments dividing these
responsibilities, including:
 Switchboard: taking and routing telephone calls
 Reservation: taking bookings
 Reception (or front office): welcoming and registering guests at the main
reception desk
 Concierge / enquiries: answering guests‘ and visitors‘ questions; handling
mail and guest keys; perhaps also handling car hire, tour booking and
entertainment tickets for guests
 Billing office: preparing guests‘ accounts and bills
 Cashier: receiving guests‘ payments and processing other financial
transactions (currency exchange)
 Uniform staff: luggage porters, lift attendants, doormen, cloakroom
attendants, garage attendants or valet parking etc.
The housekeeping department is responsible for cleaning guest rooms
and public spaces.
Ancillary services include laundry, tailor, linen, room-cleaning and other
services. Additional services include a hairdresser‘s, a swimming pool, a sauna, a health
club, a fitness center and other chargeable services.
The engineering department is responsible for maintaining the physical plant of the
hotel such as electricity, plumbing, air conditioning, heating and elevator systems. It
looks into the installation and maintenance of all equipment used in a hotel. It also
performs minor repairs and renovations.
Security is an important concern in every hotel. The security department is
responsible for implementing procedures which aim at protecting the safety and security
of hotel guests, visitors, hotel employees and the hotel itself. Examples include
monitoring surveillance equipment, patrolling the hotel premises and maintaining
security alarm systems.

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The human resources (personnel and training) department is responsible for hiring
and firing, training, wages and benefit administration, labour relations, employee
relations, and staff development.
The food and beverage (F&B) department is in charge of catering guests and
visitors through a variety of outlets and facilities/services. Examples include lounge, bar,
coffee shop, restaurants, banquet service, room service (also called in-room dining) and
cafe shop.
The Sales and Marketing Department works out the sales strategy aimed at
achieving the highest hotel occupancy, concludes different agreements, carries out the
market research, promotion and advertising activities.
The main functions of the sales and marketing department involve generating new
businesses for the hotel. The main product hotels sell is hospitality. Hospitality is a
combination of tangible and intangible goods: a comfortable bed, a hot shower, a tasty
meal, an attentive waiter, a helpful porter, a friendly receptionist.
The accounting department deals with both front and back of the house. The
front office cashier draws up bills, receives guests‘ payments, exchanges currencies,
cashes cheques. In addition, this department is responsible for monitoring all of the
financial activities of a hotel.
The hotel management consists of the general manager, assistant managers,
department managers, duty managers, supervisors etc. The manager is responsible for
establishing the policies and procedures of operation for the hotel and for seeing that they
are carried out.
Questions
1. What two groups are all hotel services divided into?
2. What departments does the front of the house include?
3. What departments belong to the back of the house?
4. What functions does the front office perform?
5. What‘s the difference between the front office in a small hotel and in a large hotel?
6. What is the Housekeeping Department responsible for?
7. What do ancillary services include?
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8. What additional services are usually provided in hotels?
9. What is the Engineering Department responsible for?
10.What are the responsibilities of the Security Department?
11.What functions does the Human Resources Department perform?
12.What is the Food & Beverage Department in charge of?
13.What strategy does the Sales and Marketing department work out?
14.What are the main functions of the Sales and Marketing Department?
15.What does the Accounting Department deal with?
16.What positions does the hotel management consist of?

7. Find the following English equivalents in the text.


Контактные службы; неконтактные службы; контактное обслуживание
клиентов; служба посыльных; служба горничных; инженерная служба; отдел
материально-технического обслуживания; отдел кадров; служба чистки и глажки;
заниматься наймом и увольнением; проводить собеседование для претендентов на
должность; оператор по расчетам; составлять счета; принимать оплату гостей;
сводить баланс: расходы и доходы; коммерческий отдел; сочетание материальных
и нематериальных товаров; организовывать продвижение отеля; реклама;
формирование общественного мнения; заниматься маркетингом; устанавливать
цели.

8. Answer the questions using the information from the text.


1. What departments does the Front of the House include?
Контактные службы включают отделы, которые занимаются
администрированием и контактным обслуживанием клиентов. К ним относятся
служба приема, служба информации, служба посыльных, бухгалтерия и
администрация гостиницы.

2. What departments are there in the back of the house?


Это отделы, которые не имеют никакого контакта или имеют очень
ограниченный контакт с постояльцами гостиницы. Это поэтажная служба и
служба горничных, отдел материально-технического снабжения, отдел
20
организации питания, отдел кадров, прачечная, служба чистки и глажки и
другие.

3. What does the personnel department deal with?


Отдел кадров занимается наймом и увольнением персонала, организацией и
проведением собеседований с претендентами на должность.

4. Which division does the accounting department belong to?


Бухгалтерия имеет дело, как с контактными, так и с неконтактными
службами. Оператор по расчетам работает в контактных службах, но
в неконтактных службах также есть бухгалтера, которые сводят баланс.

5. What does the Sales Department deal with?


Он организует продвижение отеля, которое включает рекламу и
формирование общественного мнения. Сбыт чрезвычайно важен для любого
бизнеса. Гостиничный бизнес не является исключением. Основной продукт,
который продают отели, это гостеприимство.

6. What department deals with marketing?


Обычно маркетингом занимается коммерческий отдел, но в некоторых отелях
есть отдел маркетинга.

9. This is a staff tree of a medium-sized hotel. Listen to three managers speaking


about the departments they work in and complete the chart.

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10.Milan Havel works for a large hotel in London. He is giving a presentation
about the hotel’s organization. Read the extract from Milan’s talk and
complete the organization chart.
‗My name‘s Milan Havel, and I‘m an assistant manager at the Hotel Ambassador in
London. There are two assistant managers, and one of us is always on duty at busy times.
The general manager has overall responsibility, of course, and we report directly to her.
We are responsible for the day-to-day running of the hotel. We plan the work schedules,
manage the accounts, and deal with any problems to do with staff or guests.

22
We have a staff of about 100 people. Basically, there are four departments, each with
its own manager.
Firstly, there‘s front of house – that‘s receptionists, the people who deal with our
guests on a daily basis. They check guests in and out, take reservations, make sure that
everyone is getting the service they need. The reception team usually consists of a
supervisor and two or three receptionists, depending on the time of day. They report to
the front of house manager, who is also in charge of the porters and doormen.
Then there‘s housekeeping – all the services to do with the rooms. The head
housekeeper is in charge of this. She has a team of maids who make up the rooms,
provide towels and bed linen, and ensure that everything is ready for a new guest. She
also looks after laundry, and cleaning in other parts of the hotel.
The banqueting and conference manager organizes all the events that take place in the
hotel. That could be a one-day conference for twenty people, or a big corporate function
with hundreds of guests. He has a team of event organizers who look after groups and
parties. For smaller functions we use our in-house catering staff, but for big occasions we
employ agency staff by the hour.
And finally, there‘s the food and beverage manager who is responsible for the
restaurant and the kitchen. Three people report directly to him: the head waiter, the bar
manager, and the head chef. The head waiter manages the specialist wine waiters and the
other waiters and waitresses. The bar manager is responsible for the bar staff. The head
chef manages the kitchen and under him comes the assistant or sous chef. Then any other
chefs report to the sous chef. Finally, the kitchen porters come at the bottom of that
reporting line.

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11.Complete the sentences with job titles.
1. _________ is responsible for the whole hotel.
2. _________ report to the general manager. They always deal with day-to-day
problems.
3. _________ look after the guests. They have to report to _____ .
4. _________ is in charge of cleaning. She supervises a group of ______.
5. _________ are responsible for parties and groups. They work under______ .
6. ________ manages the bars on a day-to-day basis.
7. ________ wash dishes and do very simple jobs in the kitchen.
8. ________ serve drinks to customers, mix cocktails, and clean all the glasses.
9. ________ looks after the wines in the wine cellar, and advises customers on which
wine to choose.
10._________ manages the day-to-day running of the kitchen.
11. _________ serve food to restaurant customers.
12._________ helps the head chef and looks after the kitchen staff.
13._________ is responsible for the restaurant and the waiting staff.

12.Read the interview with a Hotel Manager describing his organization and
speak about the structure of the hotel.
Interviewer: So you are the person who's in overall charge of the hotel?

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Manager: That's right. But in fact the Assistant Manager is responsible
for the day-today running of the hotel. You see, most of my
time is taken up with negotiation with travel agencies,
planning, meetings, that kind of thing.
Interviewer: I see. And then, under the Assistant Manager there are all the
departments of the hotel ...
Manager: Yes. You'll find much the same departments in every hotel,
but the actual details of organization always differ somewhat.
In our case we have three main divisions — the restaurant
staff, the housekeeping staff, and the reception staff.
Reception is what the public see. And in our case we have
three receptionists who work under the Head Receptionist.
Interviewer: And do the porters come under reception too?
Manager: In this hotel, yes. Here, the Head Porter reports to the Head
Receptionist. And the Head Porter in turn has two porters
under him.
Interviewer: And housekeeping is a separate department?
Manager: That's right. The Head Housekeeper is in charge of the
chambermaids and the cleaners.
Interviewer: What about the bars? Where do they fit in?
Manager: Well, we have four bar operatives looking after the bars in the
hotel. But the bars and the restaurants all come under the
responsibility of the Restaurant Manager. The restaurant
section includes both restaurant and bar service.
Interviewer: I see. And under the Restaurant Manager you also have the
waiters and the kitchen staff?
Manager: Yes. As regards the waiters, the Head Waiter supervises three
Station Waiters and a part-time waiter. And then there are the
chefs. Under the Head Chef we have the Second Chef and two

25
trainee chefs. And there are several part-time kitchen
assistants — the numbers vary.

13.Complete these sentences from the interview using the words in the box:
▪ responsible ▪ charge ▪ includes ▪ under ▪ after ▪ supervises ▪ reports
1. The Assistant Manager is ______ for the day-to-day running of the hotel.
2. We have three receptionists who work _____ the head Receptionist.
3. In this hotel, the Head Porter _____ to the Head Receptionist.
4. The Head Housekeeper is in _____ of the chambermaids and cleaners.
5. We have four bar operatives looking _____ the bars in the hotel.
6. The Restaurant Section _____ both restaurant and bar service.
7. The Head Waiter _____ three Station Waiters and two part-time waiters.
14.Translate into English.
1. Служба управления номерным фондом включает службу приема и размещения
и административно-хозяйственную службу.
2. Служба приема и размещения занимается решением вопросов, связанных с
бронированием номеров, приемом гостей, их регистрацией и размещением по
номерам, а также выпиской гостей из гостиницы.
3. Административная служба отвечает за организацию управления всеми
службами гостиничного комплекса, решает финансовые вопросы и вопросы
кадрового обеспечения.
4. Служба общественного питания обеспечивает обслуживание гостей в
ресторанах, кафе и барах гостиницы.
5. Коммерческая служба занимается вопросами стратегии продаж, отвечает за
загрузку отеля, заключение договоров, проводит исследование рынка,
осуществляет рекламную деятельность отеля.
6. Инженерно-техническая служба следит за установкой и исправностью всего
технического оборудования гостиницы.
7. Вспомогательные службы предоставляют услуги прачечной, портновской,
бельевой службы, службы уборки помещений и др.
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8. Дополнительные службы оказывают платные услуги. В их состав входят
парикмахерская, бассейн, сауна, спортивные сооружения и другие
подразделения.

15.Make a presentation of the Staff Structure of the Hotel Concordia. Study the
information, draw the organization chart and present it.
The Hotel Concordia is part of a larger group so they‘ve got the same structure as
the other hotels in the chain. It‘s a medium-sized hotel, and it‘s divided into three
departments - Front Оffice, Housekeeping, and Food & Beverages.
Food & Beverages covers the restaurant, bar, cafeteria, and the kitchen. In the
kitchen they‘ve got a head chef and three junior chefs. There are two kitchen assistants,
as well. Then for the restaurant and bars, they have a head waiter and six waiters.
Housekeeping is divided into maintenance and rooms. There‘s one person in
maintenance and five housekeepers work under the head housekeeper.
The front office is run by the Front Office Manager. He‘s got six receptionists
working under him, and the concierge who runs information services for the guests, or he
gets them tickets for shows, for the theatre, he takes messages, etc.

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Unit 2
Job Duties & Responsibilities
1. Study the vocabulary.
1. appliances - электробытовые приборы
2. to be in charge of - отвечать, нести ответственность за…
3. computer literate - владеющий компьютером
4. to clean the premises - убирать помещения
cleaning - уборка
general cleaning - генеральная уборка
make-up - косметическая уборка
pick-up - легкая косметическая уборка
5. errands - поручение, задание
to run errands - выполнять поручения
6. to escort - сопровождать
7. fluent - беглый (о знаниях иностранного языка)
8. in-house video - кабельное телевидение
9. major - специализация
10.occupancy - загрузка
night‘s occupancy - загрузка за одну ночь, ночевка
hotel occupancy - загрузка номерного фонда
11.outgoing - общительный, открытый
12.to provide for guests’ needs - удовлетворять запросам гостя
and special requests
13.to supervise - руководить, контролировать
14.to work under - работать под чьим-либо руководством

2. Translate the sentences.


1. Students have to choose their major in the first year.
2. A bellboy gets the guest‘s room key from the receptionist and escorts the guest to
his room. He should show how to use the room appliances.
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3. A bellboy must assist the guest with his luggage and run errands for him.
4. A concierge must be fluent in several languages and have an outgoing personality.
Besides, she must be computer literate.
5. The maids must do the general cleaning of the rooms when the guests vacate them.
They do the make-up after a night’s occupancy. They also do the pick-up when
they just have to replace the towels and to bring the toiletries.
6. The receptionist checks the hotel guests in and out and assigns them rooms.

3. Read about the duties of the hotel staff and answer the questions.
Hotelier - the owner of a hotel
General Manager - controls the work of a hotel
House Manager - is responsible for Personnel, Sales, Resident,
purchasing, accounts and F & B department
Resident Manager - controls Front-of-House operations and
Housekeeping, and their cooperation
Front Office Manager - supervises Front-of-House operations, work
together with Head Receptionist
Head Receptionist - is the assistant of the Front-Office Manager.
He / she looks after the reception area; has a
good deal of contact with both staff & guests.
Together with Front Office Manager is
concerned with guests‘ comfort and security
and gets involved in training and staff
development
Head Housekeeper - supervises Housekeeping operations
Housekeeper - is submitted to Head Housekeeper, gives
orders to the chambermaids cleaners and
porters
Concierge - provides for guests‘ needs and special
requests; is responsible for the safe delivery

29
of mail and packages; makes theatre booking;
organizes tours, makes travel arrangements
Night porter - is on duty at nights
Front Office porters - carry luggage from the car to the reception
area
Porters / bellhops - carry luggage from the receptionists to the
room
Cleaners - clean the premises
Chambermaids - clean the guestrooms, make beds; make sure
that everything looks right
Receptionist - welcomes guests; checks in and out guests;
gives room keys
Personnel Director - hires & fires employees; conducts job
(Officer) interviews; generally looks after the staff
Advance Reservations - makes reservations by phone or fax
Clerk
Banqueting manager - organizes different parties and functions
page boy - a boy for petty errands
Conference coordinator - is responsible for organizing conferences
Cashier - prepares guests‘ bills
Enquiry clerk - gives information at the enquiry desk or by
phone
Carpenter - repairs wooden things
Plumber - repairs water-pipes, tanks, etc. in buildings

Questions
1. What is the owner of a hotel called?
2. What do we call a person who controls the work of a hotel?
3. What is House Manager responsible for?
4. What operations does Resident Manager supervise?
5. What is Head Receptionist in charge of?
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6. Which of the hotel staff supervises Housekeeping operations?
7. What are the duties of a concierge?
8. What do we call the person who carries luggage from the car to the reception area?
9. Which staff member carries luggage from the receptionists to the room?
10.Whose job is it to clean the premises?
11.What do chambermaids do?
12.What are the duties of a receptionist?
13.What are the job responsibilities of Personnel Director (Officer)?
14.What is an advance reservation clerk responsible for?
15.Which staff member organizes different parties?
16.Which staff member is responsible for organizing conferences?
17.What things does a carpenter repair?
18.What do we call a person who repairs water-pipes, tanks, etc. in buildings?

4. Read about some hospitality jobs and ask questions.


People in hospitality

The receptionist works in the front office of a hotel. The receptionist is in charge of
checking in and checking out. He/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 helps guests do the hotel formalities. 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.

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. 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, as well.

The hotel manager is the head of a hotel. He may have the name of the general
manager or the managing director. In a small hotel the manager may be the owner of the
hotel. 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
31
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 chef works in a restaurant or in the food and beverage department of a hotel. A
restaurant may have different chefs. At the head of them is the head chef. The head chef
is the kitchen supervisor. He manages the kitchen of a restaurant. He has to select menus
and to plan the meals. He has to taste the dishes. In a big restaurant there may be different
specialist chefs: the soup chef, the sauce chef, the vegetable chef, the pastry chef and
others. The reputation of the chef may increase its business.

As a rule, the restaurant manager runs a restaurant but he doesn‘t own it. Sometimes
the restaurant manager may own and run his small restaurant. The restaurant manager is
in charge of the restaurant policy and operations. He has to decide on the image of his
restaurant. He has to plan its business. He has to decide on purchases and sales. He hires
the restaurant staff and provides their training. He must see that the guests are happy with
the service and have no complaints.

5. Complete the sentences with appropriate words from the box.


▪ on duty ▪ establish the policy ▪ books ▪ assistant ▪ convenient
▪ computer literate ▪ assigns rooms ▪ to fill in ▪ management positions
1. The receptionist meets and greets guests, registers them and _____ to them.
2. Her main duty is to provide the brief and _____ check-in procedure.
3. The receptionist asks the guests _____ a registration card and to sign it.
4. The concierge must be _____, have a pleasant telephone manner and a positive
helpful attitude.
5. The concierge actually acts as a travel agent, she _____ flights, tours and visits.
6. For the hotel staff the general manager is the person who must _____ of the hotel
and its operations.
7. There may be different ______ in a hotel: the assistant manager, the resident
manager, the night manager.
8. The ______ manager helps the manager and manages the hotel when the manager
is not present.
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9. The night manager is ____ during the night.

6. Match the terms with the definitions.

a waiter a. a person in a hotel who provides


personal services for a guest, such as
tours and tickets
a concierge b. a person in a hotel who meets guests
handles the check-in procedure and
assigns rooms to them
a wine steward c. a person in a restaurant who manages
the kitchen and the kitchen staff
a chef d. a person in a restaurant who meets and
seats customers in a dining-room
a receptionist e. a person in a hotel who shows guests to
their rooms and runs errands for them
a maid f. a person in a restaurant who
recommends and serves wine to
customers
a maitre d’hôtel g. a person in a restaurant who takes
orders and brings food to customers
a bellboy h. a person in a hotel who cleans
guestrooms and changes bed and bath
linen

7. Read the conversation about the hospitality jobs and answer the questions.
- Can I have a word with you?
- Certainly. What is it?
- I hear students have to choose their major in the first year.
- That‘s true. You can choose ―Travel and Tourism‖, ‗Hospitality Management‖ or
―Restaurants and Catering Management‖.

33
- ―Hospitality management‖ is just what I want to understand better. Could you specify
what it is?
- ―Hospitality‖ involves hotels and restaurant services. It may involve all kinds of
business which provide accommodation and catering for customers.
- I got it. Now, I can hardly figure out all kinds of hospitality employees. The range of
them must be endless.
- You know what? Right now I‘m going to the hotel where my fellow-students are
having their training. You may join me. I‘ll be able to show you the hotel staff at
work.
- So much the better. I definitely want to go. I want to make the most of it.
- Here we are! The first person you see when you enter a hotel is the doorman.
- I suppose, I know what the doorman must do. He stands at the entrance to the hotel.
He helps the hotel guests in and out of cars and cabs. He opens and holds the door for
them and carries their luggage.
- Apart from what you said the doorman wears a distinctive uniform. He shows the
hotel guests to the reception desk. He gives directions and calls for cabs. As for the
luggage, the doorman may assist the guests with their luggage. However, this is not
his mission. The hotel has porters to do this job. They either carry the luggage, or
move it on carts.
- You mentioned the reception. In my understanding the receptionist is the most
important person in the hotel. He welcomes the hotel guests, checks them in and
assigns them rooms.
- I can‘t but agree with you. A satisfied guest begins at the reception desk.
- You know, I‘m really confused what the bellboys must do. They seem to do the same
job as porters do.
- Not really. Look! The bellboy is getting the guest‘s room key from the receptionist
and escorting the guest to his room. He will show the guest where his room is. He
will show how to unlock and lock the door and how to use the room appliances. The
bellboy may assist the guest with his luggage. The bellboy must run errands for the
guests.
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- What kind of room appliances do you have in mind? Are those the lights, the TV set
and the fridge?
- And many more like the in-house video, the air-conditioning, and hair-dryer, the tea-
and coffee-making facilities and the background music.
- Now, what must the concierge do? By the way, I can‘t see her desk in this hotel.
- It‘s over there, just above the ground floor on the mezzanine. You see the sign
―Information desk‘, don‘t you? The concierge must help the guests with the
information about the hotel, the city and make travel arrangements.
- I believe she must be very knowledgeable, fluent in many languages and have an
outgoing personality.
- Oh, yes! Fluency in English, French and German is a must! Besides, she must be
computer literate. She must have a pleasant telephone manner and a positive helpful
attitude.
- May we go upstairs and see the hotel rooms? I wonder if we will come across any
employees at work there.
- No problem at all. Let‘s take the lift over there, shall we?
- I‘m impressed! The rooms are so neat and tidy. The maids have done a good job. How
often do the maids have to clean the hotel rooms?
- It depends. The maids must general clean the rooms when the old guests vacate them
and the new ones are expected. The maids do the make-up after a night’s occupancy.
They also do the pick-up when they just have to replace towels and bring the
toiletries.
- As far as I know all hotels must have a restaurant or a few restaurants. There must be
some more employees. I can just think of a waiter or a waitress, a barman and may be
a cook.
- Will you follow me to the ground floor restaurant? Look! The main person in the
dining-hall is a maitre d‘hôtel.
- Oh, yes. Here comes the maitre d‘hôtel. He is greeting and seating the guests. Then
the waiter will come and bring the menu. He may recommend the dishes on the menu.

35
- Right you are! The waiters and waitresses serve dishes while wine stewards
recommend and serve beverages.
- Is there any difference between the barman and the wine steward?
- Of course, there is. The barman works in a cocktail lounge.
- The main person in the kitchen is the cook, isn‘t he?
- The chef is. The cooks and the helpers are his kitchen team.
- Thanks a lot for showing me about the hotel.
- It‘s my pleasure. Take your time. Don‘t hesitate to ask me more questions if you have
any.
Questions
1. What spheres of tourism can students major in?
2. What services does ―Hospitality‖ involve?
3. Who is the first person the guest sees on entering the hotel?
4. What are the duties of the doorman?
5. Whose job is it to assist the guests with their luggage?
6. Do bellboys do the same job as porters or do they have any other duties? What are
their duties?
7. What are the job requirements for a concierge?
8. What are the duties of the concierge?
9. Whose responsibility is it to keep all the rooms clean and tidy?
10. What kinds of cleaning do the maids make?
11. What employees work in restaurants?
12. Who is the main person in the dining-hall?
13. What are the duties of the maitre d‘hôtel?
14. What staff works in the kitchen?

8. Say it in English.
1. «Гостеприимство» охватывает гостиничные и ресторанные услуги. Оно
может охватывать все виды компаний, которые предоставляют размещение и
питания для клиентов.

36
2. Первый человек, который встречает гостей в отеле, это швейцар. Он
помогает гостям садиться и выходить из машин и такси, открывает и держит
для них дверь и подносит их багаж.
3. Одна из самых важных профессий в гостеприимстве – это профессия
администратора по приему гостей, который работает в лобби отеля.
Работники службы приема приветствуют гостей, регистрируют их и
закрепляют за ними номера.
4. Посыльные сопровождают гостей в номер, показывают как отпирать и
запирать дверь и как пользоваться приборами в номере. Они также
выполняют поручения гостей.
5. Консьерж дает гостям информацию по гостинице и городу и занимается
организацией туристских услуг.
6. Консьерж должен бегло говорить на многих языках и иметь общительный
характер.
7. Горничные должны делать генеральную уборку после того, как гости
освобождают номера и ежедневную косметическую уборку. Они должны
заменить полотенца и принести туалетные принадлежности.
8. Метрдотель приветствует и рассаживает гостей в ресторане. Официанты
подают блюда, а сомелье рекомендуют и подают напитки.
9. Менеджер отеля – это профессиональный хотельер. Для гостей отеля – он
гостеприимный хозяин, который должен предлагать хороший прием гостям.
Для служащих отеля он человек, который устанавливает политику отеля и
его деятельность.

37
Unit 3
Applying for a job
▪ Job ads ▪ Application documents
Job ads
1. Study the vocabulary.
1. a full-time job - полный рабочий день
2. a part-time job - неполный рабочий день
3. a vacancy - вакансия
4. a position/ post - должность
5. experience - опыт
6. to apply for a job - обращаться по поводу
трудоустройства
an application - заявление, анкета
a letter of application - сопроводительное письмо
syn. a cover (covering) letter
to fill in an application form - заполнить анкету
an applicant - заявитель, податель заявления
7. a reference - справка; рекомендация
8. a job interview - собеседование по поводу работы
9. training - обучение
10.education - образование
11.conditions - условия
12.job requirements - должностные обязанности
13.to advertise - рекламировать
an advertisement (an advert, an - рекламное объявление
ad)
a job ad - объявление о вакансии
14.a salary - заработная плата
syn. wages

38
2. Translate the sentences.
1. Have you got any vacancies for full-time staff?
2. There are no part-time vacancies but look back in a week.
3. I am looking for a job of a concierge. Have you had any experience?
4. You can apply for a job to the personnel department.
5. I might be able to help you but I need some references.
6. What kind of training have you had?
7. Are you thinking of further education?
8. If you are going to have an interview for a job, you should prepare yourself for it.
9. We offer a good salary and working conditions.
10.You can learn about the job requirements in the advertisement.
11.There are a lot of job ads in newspapers.

3. Complete the sentences with prepositions.


1. Have you got any vacancies _____ a full-time staff?
2. Fill ____ this application form and leave it _____ the personnel department.
3. I‘m looking _____ a job _____a travel agency.
4. What kind ____ training have you had?
5. You should prepare yourself _____ a job interview.
6. You can apply _____ a job ____ the personnel department.
7. They advertised _____ a position of a receptionist.

4. Complete the word map with the words from the box.

▪ candidate ▪ experience ▪ interview ▪ job title ▪ personal detail


▪ qualifications ▪ salary ▪ working conditions

39
…………
………..
………..
Job CV
requirement
s Application Letter of
……….. application

Job Job vacancy


advertise-
ment
Appoint-
………… ment
Career Short list
prospects
………….. ………….

…………

5. Read the text and answer the questions.


How a Company Fills a Job Vacancy
The company usually advertises the job vacancy in a newspaper or via Internet. It
sometimes gives the salary and describes the working conditions and career prospects
as well.
The applicant usually sends in a cover letter (a letter of application) and a CV,
which gives personal details and lists of qualifications and experience. The company then
makes a short list of the most suitable candidates and invites them for an interview. The
company then chooses the best candidate and makes an appointment.
Questions
1. Where do companies advertise job vacancies?
2. What do job advertisements indicate?
3. What letter should the applicant send together with his/her CV?
4. Why do you think it is necessary to write a cover letter?
5. Who might be invited for an interview?
6. What are the most popular/ effective ways of looking for a job today? Think
about your future career in the hospitality industry. Answer the questions below.
1. Which of the jobs listed below do you think you could do today and why?
40
2. Which position would you like to have in the future, and why?
 General Manager  Reservations Clerk
 Banqueting Manager  Head Housekeeper
 Front Office  Room Attendant
Manager  Night Auditor
 Head Receptionist  Receptionist
 Concierge
7. After completing your education and deciding what career path you want to
follow, you should find a suitable workplace. Read the step-by-step guide to job
seeking, and fill in the gaps with the missing sentences.
a. If possible, also try to show some knowledge of the company you‘re applying
to.
b. It‘s also essential to understand the job description and the key skills it requires.
c. You‘ll also have to consider whether you‘re looking for full or part time work.
d. Apart from this you need to ensure that it looks professional.
e. The letter must be consistent with your CV, and contain the following
information.
f. It needs to demonstrate that you are the right person for the job.
Make finding a job simple and painless
Step 1 – Deciding what to look for
Decide whether you‘re looking for a temporary, contract or permanent job.
1)
_______________________________. It will also help you if you think about your
key skills. Another think is to consider what kind of organization you want to work for –
a small, local company or a big corporation. And finally, think about the money you
would like to earn, and be prepared to look for jobs paying slightly below and slightly
above that rate.
Step 2 - How to write the perfect CV
The first information about you an employer will receive is in your CV. If you
2)
spend enough time on it you increase your potential career opportunities.
_________________________. To achieve this you must include the following
41
information: specific skills you have to offer the employer, the experience you have in
3)
the specific field, and the appropriate personal qualities for the chosen position.
________________________. It should be short enough to read quickly (no more than
two sided of A4) and be clearly laid out in a logical order. Your CV should be organized
with clear headings, and your experience and education should be put in reverse
chronological order to highlight your most recent experience.
Step 3 – How to write the perfect covering letter
Your covering letter is a great opportunity to sell yourself and improve your
chances of getting an interview. Your task is to highlight the appropriate skills and
experience you have to do a particular job.
4)
_____________________________________:
 Your contact details
 Details of the job you‘re applying for and where you found out about it
 A brief summary of your recent experience and what you have gained
from this
 An explanation why your skills and experience are suitable for the
position.

Your letter should be addressed to the right person, i.e. the person handling job
applicants, and should not exceed of page of A4. You should refer to the experience and
5)
qualifications mentioned in your CV. _____________________. This will show that
you have thought properly about the job you‘re applying for.
Step 4 – Interview advice
If well-prepared for an interview you will know what to expect and have the
necessary confidence. First of all, you need to know what the company does, how big it
6)
is, what its structure is and who its main competitors are. ____________________.
You won‘t be able to prepare yourself for every question, but you can make a list of the
points about yourself that you want the interviewer to know. On the day of the interview
take special care to dress appropriately – smart business dress will be appropriate most of
the time. And make sure you are punctual.

42
8. Read the job offers below. Which of them do you find most interesting? Why?
Reception Manager
You will be responsible for:
- proving solutions for any customer problems that cannot be resolved by the
reception team
- ensuring all guests enjoy an excellent stay
- improving the hotels occupancy and average rate per room
- recruiting, training and supervising team members
- rotas and wage cost control
- cost control – managing departmental budget
- health and safety
- competitor analysis
- daily reports - forecasting
To apply for this position you should have:
- previous experience of managing and leading a reception team
- experience in a hotel of 100 plus bedrooms
- experience of Opera is essential
- excellent interpersonal/presentation skills
- teaching and motivational skills
- negotiation skills
- diplomacy and self-control
Reservations clerk
If people talking to you can see your smile over the telephone this is the job for you!
We are looking for somebody who will:
- take, cancel and change room reservations
- process telephone calls
- receive faxes and send guest faxes
- provide information about hotel facilities and services
- provide general information about points of interest in the area
- arrange the services required for guests with special needs
43
- take care of filing and photocopying
- work with minimal supervision
- cover breaks for reception
Essential:
- Experience with reservations system is essential with a minimum of 2 years
- Front/back office experience in a hotel
- Excellent oral communication
- Problem solving skills
- Critical thinking
- Having a good memory, and using it
- Computer literate – MS Office application
Housekeeping supervisor
We have an interesting opportunity for a proven leader, able to plan, organize and
direct to ensure the smooth operation of the department.
You will be responsible for:
- Supervising the day-to-day housekeeping activities
- All day-to-day operations of the housekeeping department
- Managing a staff team responsible for cleaning
Your duties will include:
- Inspecting guest rooms for equally assurance
- Releasing inspected rooms for use
- Handling guest complaints
- Writing and adjusting the roster
- Reporting any shortages in equipment to the manager
- Training staff
- Counseling staff when necessary
- Reporting any maintenance issues

Reservations Agent
If you have previous experience in a similar role and would like to have
opportunities to develop then we would like to hear from you. We are looking for a
44
candidate familiar with the Opera Property Management System, with fluent
communication skills and excellent telephone manners in English and an additional
European language, preferably Spanish. You should be able to work under pressure and
meet customer expectations consistently and without compromise.
Room Attendant
We are looking for somebody to provide a consistent housekeeping service to our
guest rooms, balconies, bathrooms, restaurants and public areas in our hotel. You will
have to meet the hotel‘s standards for cleanliness and presentation. You will have to
ensure that various guest services and guests‘ requests are promptly met. The ideal
candidate must have had one year‘s experience in a similar role in a 5-star hotel. The
applicant must have an eye for detail and be able to provide a high level of cleanliness.
We also expect a good knowledge of the English language and excellent communication
skills.

9. What is your dream job in the hospitality industry? Work with a partner. Ask
and answer questions to try and guess each other’s dream jobs.
1. Does the job involve working with other people?
2. Is it well-paid?
3. Do you have to wear special clothes?
4. Do you have to work in shifts in this job?
5. Does the job require a lot of training or experience?
6. Does the job involve travel?
7. Do you need to speak foreign languages to do this job?
8. Is the job physically hard?
9. Do you need to speak foreign languages to do this job?
10.Is the job physically hard?
11.Does the job involve working with food?
12.Does the job involve working in the same place every day?

45
Application documents
10.Study the vocabulary.
1. CV (curriculum vitae) - автобиографические данные, резюме
(B.E.), résumé(A.E.)
2. sales - продажа
3. to present - представлять
presentation - представление
4. favorable - благоприятный
5. a response to … - ответ на …
6. to consider - рассматривать
7. a zip code - почтовый индекс
8. an area code - код местности проживания
9. a degree - степень, звание
10.a certificate - удостоверение
11.in reverse chronological - в обратном хронологическом порядке
order
12.skills - навыки, умения
language skills - знание иностранного языка
computer skills - навыки работы на компьютере
interpersonal skills - навыки общения
13.belong to - принадлежать
14.to be related to - иметь отношение к ч-л
15.to be available - иметься в наличии
16.request - просьба
17.an opportunity - благоприятная возможность
18.an objective - цель
19.to obtain - приобретать
20.an assistant - помощник
21.fluent - беглый, свободный (о владении

46
иностранным языком)
22.to schedule - составлять расписание, планировать
11.Translate the sentences
1. You should present your résumé /CV at the beginning of the interview.
2. A résumé is like a written sales presentation.
3. Your résumé can be used as a response to an ad and should create a favorable
impression on the employer.
4. While writing a résumé you should consider the following topical areas.
5. You should indicate your address with zip code and telephone number with
area code.
6. What degree did you receive? Have you got any certificate?
7. List the universities and colleges you have attended in reverse chronological
order.
8. What are your responsibilities?
9. List your special skills: typing, shorthand, computer abilities.
10.What student organization do you belong to?
11.List the specific functions you performed that are related to the job you want.
12.Don‘t list references on your CV. Instead say, ‘References are available upon
request.‘
13.In order to have the opportunity of interviewing with a company you should
send your CV with a cover letter.
14.My objective is to obtain a job in the field of hotel catering.
15.I‘m a personal assistant to Dr. Black.
16.I have some experience working as an interpreter.
17.I have an ability of fluent speaking, reading and writing in English.
18.My duty is to schedule meetings and appointments.
19.Well, the job title is Assistant Contracts Manager.

47
12.Complete the sentences with prepositions and articles where necessary.
1. You should present your CV _____ _____ beginning ____ ____ interview.
2. Your CV can be used as ____ response ____ ____ ad.
3. Try to create ____ favorable impression ____ ____ employer.
4. List ____ schools you have attended ____ reverse chronological order.
5. Do you belong ____ any student organization?
6. Are these people related ____ you?
7. Don‘t list references ____ ____ résumé.
8. References are available ____ request.
9. You should send your résumé ____ ____ cover letter.
10. My objective is to obtain ____ job ____ tourism.
11. I‘m a personal assistant ____ Mr. Brown.
12. He‘s got ____ ability ____ fluent speaking in French.
13. Thank you ____ taking time to deal ____ my application.

13.Answer the questions.


1. Have you ever written a résumé?
2. What degrees and certificates have you got after graduation?
3. What are (will be) your job duties?
4. Can you speak any foreign language fluently?
5. What skills have you got?
6. Do you belong to any party or student organization?
7. Do you think you have much opportunity to get the job of your dream?
8. In what field would you like to obtain experience?

14.Read a dialogue between a career coach and a person beginning a job search.
Applicant: It seems to me that it‘s easier to find a job than
complete the job vacancy application process
successfully. There are a number of documents you
have to create or fill in and then submit – application
form, a resume, CV and some kind of formal letter to
48
write. Could you explain them to me, and maybe give
me some practical advice?
Career coach: Of course. And let me start by telling that it‘s not as
difficult as it may appear. You just have to learn what
to do and how to do it right.
Applicant: I see.
Career coach: Let me start by explaining that résumé and curriculum
vitae are almost the same kind of document. The
difference is that résumé is used in the USA, and CV in
Europe, Latin America, Asia and Africa. Résumé
emphasizes information on the experience, abilities and
studies needed for a particular position. CV, on the
other hand, gives all the academic data and experience
of a person throughout their life. There is no ―one best
way‖ to construct a CV, but you should include the
following information:
 name, address, date of birth, telephone number and
email;
 education and qualifications with the degree
subject and university, plus the school leaving
certificate or exam subjects;
 work experience;
 interests and achievements;
 skills.
In the work experience section try to use action words
such as developed, planned and organized, and also try
to relate the skills to the job. Make the interests section
short and to the point. You can mention interests
relevant to the job and those hobbies that are a little out

49
of the ordinary to help you stand out from the crowd. In
the skills section we usually mention languages,
computing and driving licence.
Applicant: What do I do next?
Career coach: You must write a letter of application or covering letter.
But don‘t worry. It‘s not that difficult if you know the
basic rules. The covering letter accompanies each CV
you send out, and points out to the employer the
information showing that you have the right qualities
for the job. The letter prepares your prospective
employer for what they will find in your CV, but don‘t
repeat yourself.
Applicant: How about the application form? Why do employers
require it even though they have received your CV and
letter of application?
Career coach: Well, yes, they do, but it‘s not the same. An application
form is designed to bring out the essential information
and personal qualities that the employer wants. You
may miss out some information in your CV but not in
your application form. Some employers use
applications to decide who they are going to call for a
job interview. It‘s also a good way of standardizing the
information they get from all the candidates. Remember
to take a few minutes to review the application and then
fill it in as completely and honestly as you can. The
application is a reflection of you so complete it as
neatly as possible. When you write about your
education and experience include experience from all
sources such as previous jobs, schools, clubs and

50
organizations and voluntary work. Don‘t include any
negative information. If you‘re asked to about your
specific salary requirements you may say ―open‖ or
―negotiable‖. And finally make sure all dates, names,
titles, etc. on your application are the same as on your
CV.
Applicant: Now it all seems much easier. Thank you very much.
Career coach: You are welcome.

15.Study the rules of writing a résumé. Read the text and translate it.
How to Write a Résumé
A résumé is a written summary of your personal, educational, and experience
qualifications. If you are looking for a professional, administrative or managerial job,
you will need a résumé. A résumé is like a written sales presentation. An effective
résumé creates a favorable impression of you while presenting your abilities and
experience. Your résumé can be used as a response to an ad. Your résumé should be
presented at the beginning of the interview and it shouldn‘t be longer than one or two
pages. While writing a résumé you should consider the following topical areas.
1. Identification: your name, local address with zip code and
telephone number with the area code.
it should be well thought out from the very
2. Job objective: beginning since it will influence how you will write
the rest of the resume.
3. Education: list the institutes and colleges you have attended in
reverse chronological order. Don‘t forget to write
down the addresses of schools, dates attended,
degrees or certificates received.
4. Experience: list your working experience starting with your
most recent place of employment and work
backwards. For each job, list dates of employment,

51
name and address of the company, your position
and responsibilities. Don‘t use complete sentences!
Use short statements that do not include the words
‘my‘ or ‗I‘.
5. Skills: list your special skills (language skills, computer
abilities, typing).
6. Interests: student or professional organizations you belong to,
travel, sports and hobbies should be listed here.
7. References: list at least two people, not related to you, who can
describe your qualification for the job. Their
names, places of work and telephone number
should be included. If you don‘t have space on your
resume for these, write ‗Available upon request’.

Your résumé must be typed preferably on a computer with no spelling or grammar


mistakes. A résumé will not get you a job. An interview with a company will get you a
job. In order to have the opportunity of interviewing with a company you should send
your résumé with a cover letter.

16.Complete the sentences with the words and word combinations from the text.
1. ________ is a written summary of one‘s personal, educational and experience
qualifications.
2. A resume is like ____________ .
3. An effective resume __________ a favorable impression of you.
4. Your resume can be used as __________ for an interview.
5. While writing a resume you should __________ the following topical areas.
6. Don‘t forget to write down the addresses of schools, dates attended, ________ or
_________ received.
7. Provide information about your ___________.
8. Student or professional organizations you __________ should be listed.

52
9. List at least two people not ________ to you, who can describe your qualification for
the job.
10.If you don‘t have space on your resume for references, write ‗Available _________‘.
11.You should send your resume with a _________.

17.Read the text again and say if these sentences are true or false.

1. List the institutes or colleges you have attended in chronological order.


2. List your working experience starting with your most recent place of
employment and work backwards.
3. You should list at least two people, related to you, who can describe your
qualification for the job.
4. A resume should be presented at the end of an interview.
5. An effective resume will get you a job.
6. You should send your resume with a cover letter.

18.Give the Russian equivalents of the following word combinations.


a written sales presentation; managerial work; personal, educational and experience
qualifications; topical areas; in reverse chronological order; work backwards; not
related to you; available upon request.

19.Read and translate the résumé.


Identification: Julia Shestak 83 St. James St, Willamsbours, VA, USA Phone: 1-640-
345-5527 E-mail: julial5yahoo.com
Objective: I apply for the position of Assistant Manager. I have a ten years‘ experience
of hotel work and possess an intimate knowledge of the hotel industry in Russia and the
USA.
Education:
2002-2006 Moscow State Institute for Tourism Industry, Department of Tourism and
Hospitality, Bachelor Degree Diploma. Majors: Hospitality Industry.
1991—2002, Secondary school No 5, Moscow, Russia. Certificate of General Secondary
Education.

53
Experience:
April 2010 — present, Holiday Inn Hotel, Jamestown, USA. Responsible for improving
administrative methods, general supervision of the front desk work and housekeeping
staff work. Manage groups of receptionists (4 people) and housekeepers (12 people), do
scheduling, maintain productivity.
May 2008 — April 2010, Holiday Inn Hotel, Jamestown, USA. Front desk receptionist.
Responsible for reservations, check-ins and check-outs, room service, timely
housekeeping, phone calls and assistance to hotel guests. Promoted to the position of the
assistant manager.
June 2006 — May 2008, Iris Hotel, Moscow, Russia. Receptionist. Responsible for
phone calls, reservations, check-in and check-outs, housekeeping. Was offered a
receptionist position at Holiday Inn.
Interests: reading, tennis, swimming.
Languages: Russian (native), English (fluent), French (good), Spanish (basic).
Computer skills: advanced user of all Microsoft Office programs (Word, Excel, Power
Point, Corel Draw, Visio, and Adobe Photoshop).
References: available upon request.

20.Match the words with the Russian equivalents. Circle five which best describe
yourself.
1. reliable a. трудолюбивый
2. responsible b. гибкий
3. hard-working c. пунктуальный
4. flexible d. ответственный
5. commited e. чувство юмора
6. well organized f. хорошие навыки общения
7. punctual g. инициативный
8. confident h. лидерские навыки
9. loyal i. уверенный
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10.conscencious j. преданный
11.enthusiastic k. добросовестный
12.sense of humour l. умение работать в команде
13.ambitious m. справляться с большим
14.good team worker объемом работы
15.good communication skills n. полный энергии
16.can work under pressure o. честолюбивый
17.can use your own initiative p. верный
18.leadership skills q. организованный, собранный
r. надежный
21.Work with a partner. Brainstorm each other’s skills, qualifications, strengths
and special interests.
 things you‘re good at
 work activities you like doing (meeting people, paper work)
 skills you already have (IT skills, a foreign language)
 qualifications
 personal strengths
 skills you would like to debelop
 clubs or groups you belong to
 interest outside of work/ your studies

22.Write you own CV using the following pattern.


Full name: (First name Middle initial Last name)
Address:
Phone number:
E-mail address:
Objective:
Education: (in the reverse order, first i.e. put last received education). Date of entering
(year) — date of graduation (year) or present, name of the institution or high school,
55
location, department and chair if applicable, major subjects studied, degree, type of the
document received or ―Diploma/Degree/Certificate expected in (date)‖.
Working experience: (in the reverse order, i.e. put last position first) Starting date
(month, year) — date of leaving (month, year), name of the company, location, type of
business if necessary, position(s) held, duties, promotions, awards if applicable, reasons
for leaving. Describe three last positions in detail, describe other positions briefly.
Volunteering work: (if applicable)
Language skills: (including level of proficiency for foreign languages e.g. basic, good,
fluent; indicate the native language).
Computer skills: (name computer programs you are familiar with, indicate the level of
proficiency, e.g. literate, user, advanced user, professional programmer).
Interests and hobbies:
Achievements and awards/rewards:
References: (names of people and their contact information) or ―References available
upon request‖ if the necessity of references was not mentioned in the job advertisement.

Letter of application/ Cover(ing) Letter


23.When you apply for a job, it is usual to send a cover letter with your CV
(résumé). A cover letter is a standard business letter that has a particular layout.
The outline below is typical of a standard business letter.
1) The Letterhead (the sender‘s address) (заголовок)
2) Date (дата)
3) The Inside Address (receiver‘s address) (внутренний адрес)
4) The Salutation ( Обращение)
5) The subject heading (тема)
6) The Body of the letter (Содержание письма)
7) The Ending (Conclusion) (Заключение)
8) The Signature (Подпись)
9) The Reference to Enclosures ( Приложение)

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24.Study the phrases.
Salutation:
 Dear Mr./ Ms. Monroe,
 Dear Sir or Madam,

Opening paragraph:
 I am writing in response/ in reply to/ with regard to your advertisement which
appeared in … on …
 I am writing in response to your job offer concerning the post of receptionist which
I found in the latest issues of …
 I am writing in connection with…
 I am writing to enquire if you have any vacancies for …
 I would like to apply for the position/ post of …
 I am writing to apply for the position of … as advertised in this month‘s…

Main paragraph:
 I am a final year student at the University of …
 I found the post/ job offer extremely interesting because…
 I feel I am a suitable candidate for the job.
 I would like to apply for this job because… (I am very hard-working etc.)
 As you will see from my CV…
 I have gained a lot of valuable experience …
 I consider myself competent and motivated.
 My qualifications include…
 I have a certificate in …
 I have some knowledge of …
 I have some experience in dealing with …
 I am very keen to work for … because of your reputation for …
 Your company has an excellent reputation for the training of graduates…

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 I was employed as …/ I worked as …/ I was responsible for…
 As a result I believe that my qualifications and experience are very relevant for this
position.

Closing paragraph:
 I would be happy to attend an interview at your earliest convenience.
 I am available for an interview at your convenience.
 I am ready to attend an interview…
 I enclose my CV/ references from my previous employers.
 I would appreciate the opportunity to meet you to discuss…
 I can be reached at/ on 799667421.
 Please contact me at the above address or by phone at …
 I look forward to hearing from you.

Ending:
 Yours sincerely,/ Yours faithfully,
25.Fill in the blanks in the sentences with the correct words from the list below.
Decide who wrote each sentence, marking them E for employer and C for
candidate.
▪ convenience ▪ personality ▪ management ▪ applicants ▪ enclose ▪ cover ▪
benefits ▪ enjoyed ▪ advertised ▪ hesitate ▪ wanted ▪ qualifications ▪several ▪
suitable ▪ applicant
1. I am writing to apply for the position of senior receptionist as _____ in this month‘s
issue of Hotel Careers.
2. I _______ a copy of my CV and a completed application form.
3. We are looking for a _________ person to act as resort representative in our hotel.
4. I feel I have the necessary _______ for the job as I have the relevant experience and
training.
5. The ideal candidate will have an outgoing ________.
6. I greatly _____ organizing conferences and business events.
7. I have had ________ years‘ experience of this kind of work.
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8. _________ will need to have front office work experience and excellent language
skills.
9. Working conditions, salary and ________ are excellent.
10.Experienced cook _______ to work 12 at noon to 8 p.m.
11.I would be happy to attend an interview at your earliest _______.
12.We are also looking for a part-time cook to ________ the days off of the full time
cook.
13.I __________ myself competent and motivated.
14.Please do not ______ to contact me if you require further information.
15.You should have excellent _______ skills, be highly organized and preferably have
some cooking skills.

26.Cindy Taylor wants to apply for the advertised post of hotel receptionist. Put the
extracts from her application letter in the correct order.
Hotel Receptionist
a. I have a very pleasant, outgoing personality and am used to dealing
with people of all ages and levels.
b. I look forward to hearing from you.
c. I would like to apply for the position of hotel receptionist, as
advertised in the Hotel & Catering reporter on 12 May.
d. Re: Hotel receptionist vacancy
e. Taylor (Miss)
f. Enc. CV
g. Dear Mrs. Willis
h. I am twenty-four years old and am about to finish a course in hotel
administration. Earlier this year I worked for three months as a trainee
in a small family-run hotel. Your vacancy is of particular interest to me
as my duties involved taking phone calls, making bookings and
providing guests with a warm welcome, which I feel is important for
this kind of post.

59
i. I enclose a copy of my current CV for your information. Please contact
me if you require any further details.
j. Yours sincerely
27.Here is the covering letter sent by an applicant for a job as junior manager in a
big international hotel chain. The sentences are in the wrong order. Put them in
the right order and write the letter out in full.
a. I am now looking for a post that will offer me greater responsibility and the
opportunity to develop my management skills.
b. Dear Mr. Rodriguez
c. I do hope that you will consider inviting me for interview, and I look forward to
hearing from you.
d. Besides my good general background in different aspects of hotel management, I
also have a particular interest in computer accounting systems (see enclosed CV).
Speak fluent German and English, and intermediate-level Spanish.
e. I am enthusiastic and hard-working and would enjoy the challenge of working to
maintain high standards in a top-class hotel.
f. I am writing in reply to your advertisement in the International Gazette, on
Tuesday 14th November, for junior managers with the Princessa Hotel group.
g. Having worked successfully in a range of post of increasing responsibility, from
chambermaid to switchboard operator, to front desk receptionist, I have gained a
wide range of experience and overall hands-on knowledge of the day-to-day
running of a hotel.
h. Please find enclosed my CV with full details of my qualifications and experience
to date.
i. As you will see from my CV, I graduated from the University of Brighton with a
Diploma in Hotel Management and Catering, and I have had nearly four years‘
experience in different types of hotel work in Germany, Austria and Mallorca, as
well as in Britain.
j. Yours sincerely,
Ulrike Christiansen
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28.Read the advertisement below.

Hotel Contracting
Assistant Contracts Manager
 Are you fluent in French and/or Spanish?
 Do you have experience in contracting, or a good knowledge of the hotel
trade?
 Are you prepared to be based in London, but spend 50% of
your time in other countries?
Then call or write to David Ansell, Intertours Europe, 276 Brompton
Close, London SW9 6AB
29.Look at Anna’s letter of application. Has she referred to all the requirements
mentioned in the advertisement?
169 Corkhill Place,
London N1 1RL
16th March 20__
David Ansell,
Intertours Europe,
276 Brompton Close,
London SW9 6AB
Dear Mr. Ansell,
I wish to apply for the position of Assistant Contracts Manager, advertised in the
Travel Gazette on 14th March.
As you will see from the enclosed curriculum vitae, I spent two years working for
Thomson as an on-site representative in Tunisia and Turkey. During this period I gained
an intimate knowledge of the hotel industry in both countries and I feel I am ready for
this new challenge.
At present I am doing the English for Tourism Course at Westminster College.
French is my first language, but I speak Spanish quite fluently.
I look forward to hearing from you.
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Yours sincerely,
Anna Gourdin

30.Read the interview and note down any information about the job which is not in
the advertisement.
Interviewer: Right, Anna. Let me tell you a little about the job first, and
then you can tell me about yourself, all right?
Anna: Yes, fine.
Interviewer: Good. Well, the job title is Assistant Contracts Manager.
Basically, it involves visiting hotels, assessing them
according to our own rating system, and deciding if we
should include them in our brochure. As the advertisement
said, you would be based in London, but you would spend
an equal amount of time in other countries – France and
Spain, mainly, but there would be some trips to Hungary
and Bulgaria.
Anna: Mmm. Does that mean I would work alone?
Interviewer: No. To start with you would work with the Contracts
Manager – you‘ll meet her later – but you wouldn‘t be
involved in negotiating with hotels at that stage. However,
at the end of six months we would assess your progress,
and if we felt you were ready, we would allow you more
independence. You would still report to the Contracts
Manager, of course. Any questions so far?
Anna: No. I think that‘s clear.
Interviewer: Now I see from your CV that you spent two years working
as a rep for Thompson, is that right?
Anna: Yes. I worked in Tunisia for the first year, then the
following season I was transferred to Bodrum in Turkey, I
got to know all the hotels quite well.

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Interviewer: Yes. I wanted to ask you about that.

31.Read the job advertisement and answer the questions.


Conference Event Co-ordinator
Conference Consultants is a dynamic events management organization
which provides creative, exciting and affordable solutions for conferences
and exhibitions. We are currently looking for a hard-working person to join
our staff.
The successful applicant will be responsible for organizing special events.
This person will have excellent customer service and management skills and
be prepared to work under pressure.
An excellent salary package and company car will be offered to the right
candidate.

1. What kind of organization is Conference Consultants?


2. What does it provide?
3. Who is the organization looking for?
4. What does the job involve?
5. What skills are required for this job?
6. What will be offered to the right candidate?

32.Complete the covering letter using the following words.


▪ delegates ▪ House ▪ interested ▪ command ▪ apply ▪ get ▪ suitable
▪ Co-ordinator ▪ advertised ▪ had ▪ available ▪ experience ▪ past ▪ chain
38 rue de Buloi,
33100 Boarduax
France
14 September 20___
Christine Lloyd
The International Exchange Hotels
Diamond Road
Boston MA 02107
USA
Dear Ms Lloyd,
I am writing to _____________1 for the post of Conference Co-ordinator as
________2 in this month‘s edition of ‗Caterer and Hotelkeeper‘ magazine. I am

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particularly ______3 in this job as I wish to work in America in order to improve my
English and ________4 further _______5 of hotel work.
I feel I would be _________6 for the job as I have the relevant experience and training.
For the _______7 two years, I have been working as Assistant ________8 for a large
international ________9 of hotels. Recently, I have _________10 to co-
ordinate a large-scale international conference with over 400 ________11 from
thirteen countries. I also have three years‘ valuable Front-of- ________12 Management
experience and a French Diploma in Hotel Management.
As well as speaking French, I have a good _______13 of English and I speak some
Spanish and German. I shall be _______14 for interview from the middle of August.
I enclose my résumé.
Yours sincerely,
Marie-Victoire Dechet

33.Read job ads for some hotel positions. Choose one you’d like to take and write
your own CV and covering letter.
Room attendant
Full-time Permanent
We require a full-time room attendant for our busy housekeeping team.
7 a.m. -3 p.m. 5 days a week
The room attendant is responsible for ensuring standards of cleanliness are
achieved and maintained. We are looking for
 friendly and energetic people
 previous experience of working within housekeeping, ideally in a hotel of
a similar size and quality
 a good level of spoken English
We offer excellent career opportunities with the largest hotel group in the
world.
Other benefits include: free meals on duty, discounted hotel rooms worldwide,
discounts in many high street shops (after 3 months of service).
Job ref: LON – FL - JJF – PAD 1008

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Waiting Staff
Full-time Permanent
Waiting staff required for fine dine restaurants in the Manchester area
▪ Excellent rate of pay ▪ Shift work
We are looking for experienced hospitality workers who have
 a good level of spoken English
 the ability to work in a fast-placed environment
 the right to work in the UK.
Please send your CV and letter of application to: Staffing Manager, PO
BOX 290, Manchester
Chefs wanted
for our award-winning Japanese restaurant
Do you want in a creative multicultural environment?
We are looking for keen and hard-working commis, chefs and chefs de partie
to work in our global company. Enthusiasm and the desire to learn new skills
are essential. Appropriate training for all successful applicants.
Ideal candidates must have minimum of one year‘s experience in a busy
kitchen.
Excellent salaries and performance-related bonuses after a successful
probation.
For applications go to our website: japanrestaurant.com
Closing date for applications 17 February 20___
Hotel receptionist
Benefits: Accommodation plus Bonus scheme
Full-time Permanent
Newly refurbished hotel and restaurant in village location require a
receptionist to work as part of a team.
Suitable for someone with experience of reception work but full training will
be given. You will work on the busy main reception desk and will be the first
contact for all guests including checking guests in and out, taking
reservations, dealing with telephone enquiries.
Shifts – 5 of 7 days working mix of early (6.30 a.m. – 3.00 p.m.), late (2.30-
11 p.m.) and mids which can be hours in between.
Ideal candidates will have previous hotel experience and be well presented
with excellent presentation skills.

65
Unit 4
A job interview
1. Read the magazine article for young professionals. How should you dress on the
day of the interview?
Tips for a Successful Interview
Get the Job you Want!
You‘ve submitted your application and you received a call back. Now the only
thing standing between you and your dream job is the interview. Follow these tips when
you go on your next interview:
Research – Before you go to the interview, research the company. Find out what
paperwork, such as official transcripts or references, you may need to bring to the
interview. Also, talk to a current employee at the company. Ask about what it‘s like to
work there. What does he or she like and dislike about the job?
Dress the Part – A job interview is a great opportunity to make a good first impression.
Do this by dressing professionally on the day of the interview.
During the interview – Businesses typically look for confident and enthusiastic
employees. Show your confidence by speaking about your strengths as a worker. Also,
make sure to ask plenty of questions based on your research. This shows that you are
very interested in the company and the job. But remember – don‘t ask an interviewer
about salary and benefits. This is only appropriate after a job offer is made.
After the interview – Once the interview is over, follow up with a thank-you note.
This is a small gesture that shows you are polite and professional.

2. Choose the correct answer.


1. What is the main idea of the article?
a. where to learn about dream jobs
b. how to impress your co-workers
c. what to do for a good interview
d. what questions to ask during an interview

66
2. According to the passage, why should a job hunter talk to current employees?
a. to learn about the interviewer
b. to research different available positions
c. to decide whether to work at the company
d. to ask questions about the interview
3. Which of the following does the article advise people to do after the interview
is over?
a. ask the interviewer about benefits packages
b. send a letter of appreciation for taking the time to talk to you
c. send an email bout what paperwork is necessary
d. find out the workplace culture from a current employee

3. Choose the word that is the closest in meaning to the underlined part.
1. Sally sent a short letter that showed her appreciation for something to the interviewer
a day after their meeting.
a. thank-you note b. dream job c. job offer
2. Ms. Gillis said that helping customers solve problems is one of her good skills.
a. gestures b. strengths c. dream job
3. Jason was late for the meeting with a possible employer.
a. paperwork b. interview c. call back
4. Match the words with the definitions.
1. make an impression a. a chance of employment
2. interviewer b. the person who asks questions to find
3. gesture out if a candidate is suitable for a job
4. job offer c. a document that has a person‘s high
5. transcript school or university score on it
6. follow up d. an action that shows your feelings
about something
e. to do something that influences what
someone thinks of you

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f. to do something that is related to an
event that happened earlier
5. Read about two students being interviewed for a hotel receptionist’s job.
1. Which student do you think will get the job and why?
2. Which key questions did the less successful candidate answer badly?

Interviewer: Please come in, Selma, and take a seat. Did you find us OK
Student 1: Um, yeah. Thanks.
Interviewer: So ... Can you tell me a little bit about yourself first?
Student 1: Er ... I left college in June.
Interviewer: Mm, I see that from your CV. What have you done since then?
Student 1: I‘ve worked for my dad most of the time.
Interviewer: What sort of work is that
Student 1: A shop. I work on the checkout.
Interviewer: Why do you want this job?
Student 1: Well, it‘s boring working in the shop. I want to do something that
uses my qualifications.
Interviewer: OK. Do you enjoy working with other people?
Student 1: Er ... I think so.
Interviewer: What things are you best at?
Student 1: I like typing and ... um ... doing accounts. My dad says I‘m good at
that. I do the orders for him.
Interviewer: Right. How many job interviews have you had?
Student 1: Just this one.
Interviewer: What sort of job would you like in five years‘ time?
Student 1: Umm ... I‘m not sure. My dad says I can run the shop for him when
he retires.
Interviewer: I see. And what do you do in your free time, Selma?
Student 1: Er ... I listen to music. I enjoy reading. I go shopping with my

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sister ...
Interviewer: Are there any questions you‘d like to ask me?
Student 1: The advertisement didn‘t say anything about pay or holidays. Can
you tell me ...?
Interviewer: Come in, Osman. Take a seat. Did you have any problem finding
us?
Student 2: No. The instructions you sent were very clear. Thank you.
Interviewer: So ... Can you tell me a little bit about yourself first?
Student 2: Well, my parents come from a little town on the Turkish coast. They
came to the UK 22 years ago, before I was born. We moved to
London eight years ago, when I was eleven. I‘ve lived in the city
since then and I finished college last month.
Interviewer: I see. What grade do you hope to get in your final exams?
Student 2: Mm ... My tutor expects me to do really well but the exam was hard.
Maybe a С grade. The results are out in three weeks‘ time.
Interviewer: How many job interviews have you had?
Student 2: This is my second. The Palace interviewed me on Monday - also for
a reception job. They said they‘d let me know at the end of the week.
Interviewer: Have you ever been abroad?
Student 2: I‘ve been to Turkey. But I‘ve never been outside Europe. We go
back to Turkey every year to see the family. My uncle has a hotel on
the coast. Last summer I worked for him on reception for two
months.
Interviewer: Why do you want this job?
Student 2: Well, the hotel has a very good reputation. It‘s part of an
international group so I hope there‘ll be career opportunities for me
if I work hard.
Interviewer: What qualities do you think will be required for the job?
Student 2: Um ... Well, on reception you have to have good communication

69
skills, enjoy meeting people, be patient and hardworking of
course...
Interviewer: Do you enjoy meeting people?
Student 2: Yes, I do.
Interviewer: Do you think you work better on your own or as part of a team?
Student 2: Definitely part of a team. It‘s what I love about sport. 1 play soccer
every weekend with my old college group.
Interviewer: What sort of job would you like in five years‘ time?
Student 2: Mm ... I‘d hope to be Head Receptionist or Reception Manager in a
big hotel by then. Maybe working in another country...
Interviewer: Mm ... Are there any questions you‘d like to ask me?
Student 2: Just about training. Is there a training scheme for new employees or
do they learn on the job‘?

6. Complete the sentences.


1. I‘ve _________________ my dad most of the time.
2. I want to __________________ that _________ my qualifications.
3. I _____ music. I _______ reading. I go _____ with my sister.
4. We moved to London eight years ________, when I was eleven.
5. They said they‘d __________ at the end of the week.
6. Last summer I worked ______ him ________ for two months.
7. I hope there‘ll be career opportunities for me if I _______.
8. ____ about training. ________ a training scheme for new amployees ____?
7. Work with a partner. To prepare yourself for future job interviews, study the
questions and practice asking and answering questions at job interviews.
1. Can you tell me a little bit about yourself first?
2. What grade do you hope to get in your final exams?
3. What have you done since then?
4. Why do you want his job?
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5. What qualities do you think will be required for the job?
6. Do you enjoy working with other people?
7. Do you think you work better on your own or as part of a team?
8. What things are you good at?
9. How many job interviews have you had?
10.Have you ever been abroad?
11.What sort of job would you like in five years‘ time?
12.What do you do in your free time?
13.Are there any questions you‘d like to ask me?

8. Read the following interviews, answer the questions and role play them.
1. Why did they choose to do hotel work?
2. What courses have they taken in hotel work (if any)?
3. What certificates or diplomas have they got?
4. What hotel jobs have they done?
5. How long have they been with Ibex?
6. What foreign languages do they speak?
Interview 1
Interviewer: Can you tell me how you came to choose hotel work?
Una: Well, I became interested in hotel work because my mother is in
the hotel industry. She is a housekeeper with one of the big
London hotels. Then at school I was good at languages. I speak
French and German. So hotel reception seemed like a good
career.
Interviewer: And did you go through training as a hotel receptionist?
Una: Yes. After I left school I went to a Hotel College and did a Hotel
Reception course. The Hotel Reception Certificate is useful,
career-wise.
Interviewer: And where did you start work?
Una: My first job was as trainee Receptionist in the Ibex Hotel in
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Brighton.
Interviewer: I see, and then you got your present job?
Una: No. Before I got my present job as Senior Receptionist I spent
two years at the Paris Grand Ibex Hotel. I did various Front
Office jobs there, so it was useful experience. Then I got my
present job with Birmingham Ibex.
Interviewer: So you‘ve been six years with Ibex now…..
Una: Just over six years.
Interviewer: And what about the future? How do you see your career
developing?
Una: I don‘t know….Obviously I‘d be hoping for a higher managerial
post, perhaps Assistant Manager, not necessarily with Ibex…but
we‘ll have to wait and see.
Interview 2
Interviewer: You‘ve been in the hotel industry quite a long time, haven‘t you,
Ahmed?
Ahmed: Yes, ten years now. But only three years with Ibex.
Interviewer: Where did you work before that?
Ahmed: In Alexandria. I started as a busboy in a hotel in
Alexandria…right at the bottom, you can say. But I‘d always
wanted to do hotel work…I‘d always liked meeting people - and
as you know the tradition of hospitality to guests is very
important in Egypt…
Interviewer: Yes, indeed…
Ahmed: So I went to a technical school in Alexandria and got my Hotel
Diploma and got that job as a busboy…that was 2003. I must
have done well, for they promoted me to Junior Receptionist the
same year!
Interviewer: That was quick promotion.

72
Ahmed: Then I got a job as Receptionist in the Pyramid Hotel, Cairo. I
was there for four years. It was there I met my wife - she is
English...
Interviewer: Oh - no wonder your English is so good!
Ahmed: Thanks. Anyway, the Cairo Ibex took me then…I suppose being
able to speak English and French counted in my favour. That was
as trainee Assistant Manager. Then we got the chance to move to
Britain, and I continued my training here at the Ibex in Glasgow.
Interviewer: And how do you see the future now?
Ahmed: Oh, I would definitely like to go back to Egypt and have my own
hotel…a first-class international hotel, along the coast from
Alexandria.
Interview 3
Interviewer: Pedro, you have just started in the hotel industry, I think?
Pedro: Not quite true, actually. I‘ve been in hotels all my life!
You see my father owns a small hotel in Madrid…
Interviewer: Oh, I see. But you have just started with Ibex?
Pedro: That‘s right - I have been there less than a year. And now
I‘m going through my training with them.
Interviewer: But you obviously know the industry very well.
Pedro: Well, of course, I worked for my father, doing most hotel
jobs. But I still need to go through the training. That‘s
why I‘m in Britain now, to spend six months doing
various front-of-house jobs.
Interviewer: I must say, your English is very good.
Pedro: English, French, Portuguese and Spanish, of course. That
was one reason Ibex took me on.

9. Role play the situation.


Student A: You are an employer and you are conducting a job interview. Ask Student B
questions to find out:
73
 Educational background
 Strengths
 Employment history
Student B: You are a job candidate. Answer Student A‘s questions. Make up some
previous employment.
10.Imagine that you are preparing for a job interview. Write some notes to help you
in your interview. Then role play the interview. Be sure to talk about the
following:
 What your educational background is
 How your education will help you in the job
 What other jobs you have had
 What your duties were at that job
 What your strengths are

Self-check
1. Name the main departments in a hotel and give the names of staff positions.
2. Name the Front Office positions.
3. Describe the job duties of: Hotel manager/ Receptionist /Head housekeeper /
Concierge /Restaurant manager
4. Where do companies advertise job vacancies?
5. What do job advertisements indicate?
6. What letter should the applicant send together with his/her CV (résumé)?
7. What topical areas should a CV cover?
8. What questions are frequently asked at a job interview?

74
MODULE 2
ACCOMMODATION
Тема 2. Классификация средств размещения: основные характеристики,
материально-техническая база, местоположение гостиниц и т.д.); присуждение
категорий в зависимости от расположения; от набора предоставляемых услуг и
уровня предлагаемого обслуживания. Классификация номеров. Оснащенность
номеров. Тарифы и цены. Предоставление дополнительных и персональных услуг.

Unit 1 Types of Accommodation


Unit 2 Room Types
Unit 3 Tariffs
Unit 4 Facilities

Unit 1 Types of Accommodation


1. Study the vocabulary.

1. Accommodation establishment/ - средство размещения


facility (предприятие, занимающееся
временным размещением
Syn. a lodging, a property
туристов и имеющее не менее
пяти номеров)
2. Types of accommodation - Типология средств
размещения
Hotel - гостиница, отель
Airport hotel - отель, расположенный вблизи
аэропорта
Apartment hotel - апарт-отель (отель, в котором
номерной фонд состоит
преимущественно из
апартаментов с небольшой
кухней)
Aquatel - Акватель (неподвижный
корабль, не пригодный для
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использования по прямому
назначению и используемый в
качестве отеля)
Bed & Breakfast - частная гостиница
(предоставляет номер на ночь
и завтрак)
Boatel - ботель (небольшая гостиница,
расположенная на воде;
представляет собой
переоборудованное
плавательное судно)
Boarding house - пансион (средство размещения
с простым стандартом и
ограниченным перечнем услуг.
Небольшая (не более 12
гостиничных номеров), как
правило, частная гостиница, в
которой обслуживание гостей
производится непосредственно
его владельцем или нанятой
владельцем семьей, которая
обычно проживает в этом же
здании)
Bungalow - бунгало (легкая отдельная
загородная постройка с
верандами, часто используемая
в тропических и южных
странах для размещения
туристов)
Boutique hotel - бутик-отель (небольшой, но
дорогой отель с первоклассным
сервисом и высокими ценами)
Сampsite - кемпинг (ограниченная
территория с санитарными
объектами, на которой
располагаются шале, бунгало,
палатки, автофургоны,
76
автоприцепы, передвижные
автодома, а также
оборудованные площадки для
размещения палаток,
автофургонов и пр.)
Casino Hotel - казино-отель (отель,
обслуживающий казино или
другие игральные заведения)
Capsule hotel - капсульный отель (камера, в
которой человек может
лежать или сидеть, смотреть
телевизор и пользоваться
беспроводным интернетом)
Chalet - шале (средство размещения,
небольшой домик с минимумом
удобств, скромно
обставленный, со всем
необходимым для
приготовления пищи
оборудованием и
холодильником; любой
небольшой загородный дом во
Франции и Швейцарии)
Commercial hotel / business hotel - гостиница для деловых людей
(для тех, кто находится в
командировке)
Сondo, condominium - кондоминиум (кооперативный
жилой дом, используемый в
период отпусков)
Congress/ convention hotel - конгресс-отель (отель для
проведения деловых
мероприятий)
Deluxe hotel - отель-люкс (фешенебельная
гостиница в центре города, с
очень высоким уровнем
сервиса. Клиентами являются

77
участники конференций,
деловых встреч, бизнесмены.)
Economy/budget and limited - гостиница экономического
service hotel класса (гостиница малой или
средней вместимости c
ограниченным набором услуг)
Extended Stay Hotel - гостиница длительного
проживания (предлагает
многокомнатные номера с
кухней)
Family hotel - семейный отель (отель,
которым владеет одна семья и
в котором работают члены
данной семьи)
Farmhouse - ферм хаус (средство
размещения на территории
фермерского/ крестьянского
хозяйства)
Floatel - флотель (большая
фешенебельная гостиница,
«курорт на воде»; предлагает
комфортабельные номера с
большим набором услуг)
Garni - гарни (недорогое средство
размещения, типично
«европейская» гостиница,
представляющее клиентам
ограниченное количество услуг:
размещение и
континентальный завтрак)
Guest house - гест хауз (предприятие,
предоставляющее услуги
питания, включая напитки;
может предоставлять услуги
средства размещения; часто
располагается в сельской
местности)
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Hostel - xостел (предприятие,
предоставляющее услуги
размещения и питания,
управление которым
осуществляется
некоммерческой организацией;
проживание - в многоместных
номерах, питание - с
ограниченным выбором блюд
и/или наличие оборудования для
самостоятельного
приготовления пищи)
Youth hostel - молодежная гостиница
(недорогой отель для молодых
путешественников)
Holiday camp, holiday centre, - база отдыха; турбаза;
holiday village туристская деревня
(предприятие, предлагающее
размещение, а также
возможности и
соответствующее
оборудование для занятия
спортом и развлечений,
рестораны и магазины)
Inn - гостиница-паб, расположенная
за городом (часто
слово inn используется в
названиях отелей)
Moderate class hotel - отель среднего класса
Syn. middle-range/midscale hotel (предлагает широкий перечень
услуг за умеренную плату)
Motel/ Motor hotel - мотель (гостиница с
автостоянкой,
предоставляющая услуги для
размещения автомобилистов)
Palace hotel - «Палас Отель» (большой,

79
часто имеющий историческое
значение отель. Эти
гостиницы занимают
уникальное положение в
гостиничном бизнесе.
Большинство из них не входят
в гостиничные сети. Термин
часто используется как имя
собственное, будучи включен в
название отеля)
Relais & Châteaux - гостиницы - замки
Resort Hotel - отель-курорт (курортная
гостиница, расположенная в
курортном месте,
предлагающая широкий
перечень услуг, а также
комплекс специального
медицинского обслуживания и
диетического питания)
Rotel - ротель (передвижная
гостиница, состоящая из
специализированных
вагончиков, имеющих несколько
отделенных друг от друга
отсеков, оснащенных
спальными креслами. В отсеках
также имеются раздевалка,
холодильник, туалет)
Spa hotel - курортный отель (cредство
размещения, расположенное на
спа курорте и оказывающее
дополнительные услуги
оздоровительного характера с
использованием природных
источников)
All-suite hotel - сюит отель (гостиница,
номерной фонд которой
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состоит из номеров высшей
категории)
Timeshare hotel - таймшер-отель (отель «на
период отпуска». Основной
принцип заключается в выкупе
клиентом на определенный
период времени (как правило,
несколько недель в году) части
гостиничной собственности,
которая представляет собой
гостиничный помер и
прилегающую к нему
территорию — кондоминиум.)
3. target market - целевой рынок
4. level of comfort - уровень комфорта (комплексный
критерий, используемый для
оценки качества
предоставления услуг и
категорирования средств
размещения)
the level of comfort criteria - критерии оценки уровня
комфорта
2
surface of accommodation (m ) - площадь номеров (м2)
condition of furniture, inventory, - состояние мебели, инвентаря,
and sanitary ware предметов санитарно-
гигиенического назначения
presence and status of food courts - наличие и состояние
предприятий питания
buildings, access roads, land-view - состояние здания, подъездных
путей, обустройство
прилегающей территории
technical services - техническое оснащение
additional services - дополнительные услуги
5. amenities - условия, возможности
syn. facilities удобства, средства
обслуживания
recreational facilities - условия (возможности) для

81
организации отдыха
6. a caravan, a van - автофургон
a caravanning site - лагерь для автотуристов на
автофургонах
7. to cater for - обслуживать
8. to contain - содержать
9. exhibit areas - выставочные площади
10.to grade - делить на группы, классы,
классифицировать
a grading system - система классификации
11.to meet the standards - отвечать стандартам,
соответствовать нормам
12.a meeting room - зал заседаний, конференц-зал
13.a parking lot - парковка
parking space - парковочное место
14.porterage - поднос багажа
15.to rate - классифицировать, присваивать
категорию
16.to refer to - именовать, называть
17.a resident - постоялец, проживающий
a non-resident - не постоялец, не гость отеля
a residential hotel - стационарный отель
18.scenery - ландшафт, пейзаж
19.hotel classification - классификация средства
размещения (процедура,
проводимая на добровольной
основе и включающая
осуществление оценки
соответствия средства
размещения требованиям,
установленным в Системе, и
аттестацию его на
соответствующую
категорию)
20.hotel classification by the - классификация гостиничных
size/accommodation capacity предприятий по вместимости
- under 150 rooms - малые (до 150 номеров);
- 150-300/400 rooms - средние (от 150 до 300—400
82
номеров);
- 300-600/1000 rooms - большие (от 300 до 600—
1000 номеров);
- more than 1000 rooms - гиганты (более 1000 номеров)
21.hotel classification by the - классификация гостиничных
functional purpose (target предприятий по
market) функциональному назначению
(целевым рынкам)
22.hotel classification by the level of - классификация гостиничных
comfort предприятий по уровню
комфорта
23.hotel classification by the location - классификация гостиниц по
of the territory месторасположению
24.hotel classification by the - классификация гостиниц по
operating system продолжительности работы
25.hotel classification by the form of - классификация гостиниц по
ownership форме собственности
26.hotel classification by the - классификация по уровню,
standards of service and facilities ассортименту и стоимости
offered услуг
27.Hotel categorization - категорирование гостиниц
(процесс присвоения
средству размещения
определенной категории в
зависимости от его уровня
комфорта, наличия услуг)
28.Hotel grading - категория гостиницы
(классификационная
группировка, характеризуемая
определенным комплексом
требований; классификация
гостиниц по категориям,
основанная на комплексе
требований к зданиям,
материально-техническому
оборудованию гостиниц,
83
номенклатуре и качеству
предоставляемых услуг, уровню
обслуживания.
2. Translate the terminology descriptions.
1. Hotel – a hotel establishment in the hospitality industry, providing the general
public with checking-in, recreational and Food & Beverage facilities.
2. Economy and limited service hotel – a small or medium-sized hotel (about 150
beds), usually located near highways that offers a very limited range of facilities.
They mainly cater for those business travelers and guests who don‘t need full
board meals.
3. Moderate class hotel - a midscale city property that offers a wide range of
services for business and individual travelers, conference and convention attendees
and other categories of guests.
4. Deluxe hotel – a small or medium-sized upscale downtown hotel with a high
service level catering for conference attendees and business travelers.
5. ―All inclusive‖ – a type of service in hotels (resort hotels, guest houses, etc.), that
includes meals, local-made alcoholic drinks, gratuities and other services in the
price.
6. Apartment hotel or aparthotel - a hotel of apartment-style units with minimum
or expanded en-suite cooking facilities (the price of the apartments in an apart
hotel does not depend on the number of staying guests but on the length of stay).
7. Aquatel - a suitably equipped vessel withdrawn from operation, moored at a pier,
used as a tourist accommodation establishment.
8. Bed and Breakfast (B&B) - an establishment providing sleeping accommodation
with breakfast, usually operated by private households and particularly common in
the British Isles and the USA. B&B can provide not only breakfast (as the name
implies) but different meal plans.
9. Boarding house - a small (no more than 12 rooms), privately-run guesthouse
providing accommodation and meals (full board) only to the residents, serviced
either by the owner or a host family living on the premises.

84
10.Botel - an establishment providing customary hotel facilities and services on a
permanently anchored ship.
11.Bungalow - a separate building with a verandah (usually made of light materials
on the sea shore) used for tourist accommodation in the tropics and southern
countries.
12.Business-hotel – a hotel that specializes in catering for business travelers
providing a wide range of facilities and services to meet their needs (conference
facilities, etc.).
13.Chalet – a modestly furnished, self-catering vacation house in Europe (France,
Switzerland).
14.Club hotel – a small closed hotel of a higher category in a rural environment.
15.Condominium – an individually owned flat or house within a building or an area
of land that is owned jointly by all the residents.
16.Garni – an inexpensive hotel, particularly common in Central Europe (typical for
Germany), with restricted facilities and services, normally confined to the
provision of accommodation with continental breakfast.
17.Flotel (floatel)- a luxury floating resort hotel, or a vessel operating as a hotel,
offering comfortable accommodation with a wide range of services & facilities:
swimming pools, water skiing, fishing, scuba diving and spear-fishing, gyms,
conferences facilities, library, telecommunications facilities (telephone, fax, telex,
television, etc.), often used as a venue of business and congress tours and training
sessions.
18.Motel - a small or medium-sized property (up to 400 beds) with extensive parking
facilities, situated at roadside locations, normally targeted to motorists.
19.Palace hotel – a unique lodging facility in the hospitality market, an upscale
historic hotel built in the late 19th and early 20th century, usually a member of a
hotel chain. The term is often used as a hotel proper name.
20.Relais & Châteaux – a global fellowship of individually owned and operated
luxury hotels and restaurants offering fine dining and exceptional surroundings,
often located in historical buildings and castles.
85
21.Resort hotel - a hotel located in a resort destination, usually offering a wide range
of recreational amenities and healthcare services including nutritional diets.
22.Timeshare – a property with a particular form of ownership or use rights. These
properties are typically resort condominium units, in which multiple parties hold
rights to use the property, and each sharer is allotted a period of time (typically one
or two weeks and almost always the same time every year) in which they may use
the property.
23.Hotel categorization - the process of assigning a certain category to an
accommodation facility, depending on a range and level of available services.
24.Hotel classification - a procedure performed on a voluntary basis of categorization
of hotel accommodation by type and range of available facilities and services.
25.Hotel grading – hotel ratings often used to classify hotels in accordance with a set
of requirements on buildings, technical equipment, the range, quality and level of
provided services. Categories are denoted by the star symbol * with a greater
number of stars indicating greater luxury.

3. Match up the words to make phrases.


1. caravanning a. facilities
2. parking b. hotel
3. recreational c. lot
4. lounge d. system
5. budget e. grounds
6. private f. site
7. beauty g. parlour
8. sports h. bathroom
9. crown i. service

4. Match the terms with the definitions.


1. a budget hotel a. an apartment house with individually
owned apartments
2. a conventional hotel b. a rating system, a system of classifying
86
hotels or restaurants into different levels
of quality
3. a residential hotel c. low-priced hotel providing basic
accommodation
4. a condominium d. hotel which caters for long-term guests,
usually with full-board arrangements
5. a marina e. facilities, services and comforts provided
in hotel rooms
6. a grading system f. a hotel providing a set of meeting rooms
and exhibit areas together with bedrooms
and restrooms, built for holding large
meetings
7. amenities g. a harbour fit for tying up a large number
of pleasure boats
5. Pick out the right definition.
1) a parking lot a) a parking meter
b) a parking area
c) parklands
2) a caravan a) a car
b) a van
c) a carrycot
3) amenities a) facilities
b) furniture
c) lodging
4) to rate a) to provide
b) to offer
c) to grade
5) a condominium a) a type of hotel rate
b) a kind of convention facilities
c) a house with individually owned
apartments
6) a porterage a) services of a porter
b) services of a doorman
c) luggage

87
7) a location a) a place where smth is situated
b) a place of accommodation
c) a type of countryside
8) an income a) a profit
b) an earning
c) a charge
6. Insert prepositions where necessary.
1. All the hotels are rated according ____ the purpose of travelers.
2. ―All-in‖ hotels offer all-in rates ____ full board and half board stays.
3. A floatel is a floating hotel ____ water.
4. My room is fitted ____ TV-set.
5. The moderate hotels are located ____a distance ____ centres of activity.
6. Meals in expensive hotels are provided ____ a half board basis.
7. The best comfort and the widest service are offered ___ the guests in the
superdeluxe hotels.
8. The superdeluxe hotels can contain ___ casinos where gambling is allowed.
9. A variety of restaurants cater ___ the needs of visitors.
10. The superdeluxe hotels have got a high proportion of employees ____ guetsrooms.

7. Read the text and answer the questions.


Types of Accommodation (1)
Today‘s travellers in many parts of the world are offered a variety of accommodation
alternatives ranging from luxury international hotels to small Bed and Breakfasts or
basic youth hostels. Obviously, the facilities and standards of comfort offered, as well as
costs, vary accordingly. The types of hotels available to travelers provide a wide range of
services. Most countries have their own official grading systems, i.e. classification
systems which are set up to ensure uniformity of the accommodation ‗product‘ and to
help guests choose the most suitable accommodation for their needs.

88
A hotel or inn may be defined as an establishment whose primary business is pro-
viding lodging facilities for the general public, and which furnishes one or more of the
following services: food and beverage service, room attendant service, bell and door at-
tendant service (sometimes called uniformed service), laundry or dry cleaning, and use of
furniture and fixtures.
Questions
1. What are grading systems like?
2. What is the definition of a hotel?
Placing a hotel in a particular grouping is not easy. Because of the industry's diversity,
many hotels do not fit into any single well-defined category. Nonetheless, several general
classifications do exist.

On the one hand, all the hotels are rated according to the target market (the purpose
of travel). On the other hand, they are rated according to the range of services and quality
of comforts. It means that there are a few different classifications. According to the target
market the hotels are rated as commercial hotels, convention hotels, resort hotels and
residential hotels.

The commercial hotel is for business travelers. Most commercial hotels are big city
hotels.

The convention hotel is for convention participants. Convention hotels have a lot of
convention facilities like meeting rooms and exhibit areas.

The resort hotel is for holiday-makers. Resort hotels have a lot of recreational facilities
like swimming pools, fitness centres, sports grounds, etc.

Questions
1. Why is it difficult to place a hotel into a particular grouping?

2. How criteria are used in hotel grading?


3. How are hotels rated according to the target market?
4. What kind of clients does the commercial hotel usually cater for? Where are they
situated?

89
5. What is the main purpose of convention hotels? What are the main facilities of
convention hotels?
6. What target market group do resort hotels serve? What are the major facilities of
resort hotels?

An inn is, as a rule, a countryside hotel. Such hotels are often located in pleasant
sceneries. They provide comfortable but informal accommodation. However, the word
‗inn‘ has come from early days of travel.

A motel offers accommodation to travelers and provide parking lots for their cars
opposite to their motel rooms.

―All-in‖ hotels offer all-in rates for full board and half board stays. Full board is bed,
breakfast, lunch and dinner. Half board is bed, breakfast, lunch or dinner.

There are also some different types of accommodation, for example, boatels at the
beachfront with moorage for the guests‘ boats and yachts. There are also floatels, i.e.
floating hotels on water.

Another type of accommodation is condo. It is a condominium where the apartments


are owned by individuals. Condos are situated in resort areas and used as second homes
for recreation.

Camping sites are also considered to be a type of accommodation. Some people prefer
travelling by car or van and staying in their tent or van overnight. In this case they will
park and stay in a camping or caravanning site with special facilities.

Other types of moderately priced accommodation are: guest houses, inns,


farmhouses, youth hostels, etc.

Questions
1. What is the difference between a hotel and an inn?
2. In what way are motels different from hotels?
3. What food plan options do ―all-in‖ hotels offer?
4. What is a boatel and a floatel?
90
5. What type of accommodation is a condo?
6. What type of tourists are camping sites designed for?
7. What lodging facilities belong to moderately priced type of accommodation?

Length of stay classification is either transient or resident. The residential hotel is


for long-term or permanent residents.

Classification by room rate includes economy/budget or inexpensive hotels,


moderate or mid-scale hotels, upscale or expensive hotels, and luxury or deluxe and
superdeluxe hotels.

The inexpensive hotel is also called the 1-star hotel according to the European
classification. These are hotels and inns of small scale. Inexpensive hotels are often
referred to as budget, economy, second or tourist class. They offer low prices. That is
why they are used by the guests who cannot afford to pay much. However, the main thing
is that they are neat and clean and the service is friendly. The inexpensive hotels are
situated away from the city centre and far from convenient means of transportation. It
means that the location is not convenient.

The moderate hotel is also called the 2-star hotel according to the European
classification. These hotels offer a higher standard of accommodation than the
inexpensive hotels. However, according to the standards only 20 per cent of bedrooms
contain a private bathroom or a shower with a lavatory. The rooms are not air-conditioned
which is a disadvantage for resort and beach hotels in hot countries. A bar and a restau-
rant are not available in every moderate hotel. The prices are reasonable for the guests
with limited incomes.

Questions
1. How are hotels classified according to the length of stay?
2. Do residents of residential hotels live there for short or long periods of time?
3. What kind of hotels do inexpensive hotels often refer to? Why isn’t the location
very convenient?
4. What category is the moderate hotel referred to? What are the standards if this
type of hotels?
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5. What may be a disadvantage in resort and beach hotels?
6. Where are the moderate hotels located? What are the prices like in the moderate
hotels?
The expensive hotel is also called the 3-star hotel according to the European
classification. These are well-appointed and very comfortable hotels. A more spacious
accommodation is offered to the guests. According to the standards two thirds of
bedrooms contain a private bathroom or a shower with a lavatory. Fuller meal facilities
are provided for the guests. All expensive hotels have got a restaurant and a bar. The
expensive hotels usually have a rather good location. Good transportation is also
available.

The deluxe hotel is also called the 4-star hotel. These are exceptionally well-appointed
hotels. A high standard of comforts and services is offered to the guests. A private
bathroom or a shower with a lavatory is provided in all bedrooms. All bedrooms are fitted
with a telephone, a colour TV-set, a radio. All deluxe hotels contain a variety of bars and
restaurants. Meals are provided on a full board basis: hot breakfast, lunch and dinner. The
deluxe hotels have excellent locations in beautiful neighbourhoods and convenient
transportation means. The prices are rather high but the guests get their money worth.

The superdeluxe hotel is usually called the luxury hotel. Such hotels are also known
under the name of the 5-star hotels. These are exceptionally luxurious hotels. Extremely
comfortable and luxurious guestrooms are offered to the guests. The superdeluxe hotels
offer the greatest convenience, the best comfort and the widest service to their guests. A
variety of recreational facilities is provided for the guests: swimming-pools, health clubs
and fitness centres, saunas, solariums, beauty parlours. The superdeluxe hotels have got a
very high proportion of employees to guests and guestrooms. It means that a large
number of people are employed to serve the guests. The proportion may be three
employees to one guestroom. The employees are perfectly trained to meet the high
standards of service. The superdeluxe hotels are built and designed to provide services
for wealthy and important guests. Such hotels are located in fashionable neighbourhoods
with the best views and convenient connections. Limousine service is available, too.

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Questions
1. What kind of accommodation is offered to the guests in the expensive hotels?
What sort of facilities are provided in the expensive hotels? What sort of meals
are provided there? Where are the expensive hotels located?
2. What is the deluxe hotel also called? What kind of accommodation is offered in
deluxe hotels? What are bedrooms fitted with? What sort of services are provided
in deluxe hotels? What kind of meals are offered there?
3. What sort of facilities are provided in deluxe resort hotels? What are the prices
like?
4. What are superdeluxe hotels also called? What kind of accommodation is offered
in superdeluxe hotels? What sort of recreational facilities are provided in
superdeluxe hotels? How high is the proportion of employees to one guest or one
guestroom? What does it mean? Where are superdeluxe hotels located?

8. State whether the following statements are true or false. Comment on the true
statements and correct the false ones.
1. All the hotels are rated according to the range of services and quality of comforts.
2. According to the purpose of travelling people the hotels are rated as superdeluxe,
deluxe, expensive, moderate and inexpensive.
3. Convention hotels have a lot of recreational facilities like swimming pools, fitness
centres, sports grounds.
4. The only system that is used to grade the hotels according to the range of services
and quality of comforts is the star system.
5. A motel is a hotel for people travelling by their cars.
6. ―All-in‖ hotels offer all-in rates for full board and half board stays.
7. Camping site is not considered to be a type of accommodation.
8. The inexpensive hotels are 1-star hotels offering low prices and situated away from
the city centre.
9. The moderate hotels are 3-star hotels, located in the downtown and offering
reasonable prices.
10.The 3-star hotels are well-appointed and very comfortable hotels having a rather
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good location.
11.The expensive hotels are exceptionally well-appointed hotels offering a high
standard of comforts and services.
12.The deluxe hotels have excellent locations in beautiful neighbourhoods.
13.The 5-star hotels are exceptionally luxurious hotels offering extremely comfortable
and luxurious guestrooms.
14.The superdeluxe hotels don‘t have a very high proportion of employees to guests
and guestrooms.
15.The superdeluxe hotels are built and designed to provide services for middle-class
people.
9. Complete the sentences with the words from the text.
1. The types of hotels available to travelers provide _______.
2. _______ may be defined as an establishment whose primary business is providing
lodging facilities for the general public.
3. According to the target market the hotels are rated as______.
4. The commercial hotel is for ______.
5. Convention hotels have a lot of convention facilities like ______.
6. The resort hotel is for______.
7. ______ offers accommodation to travelers and provide parking lots for their cars
opposite to their motel rooms.
8. ______ offer all-in rates for full board and half board stays.
9. _____ is a condominium where the apartments are owned by individuals.
10.______ are also considered to be a type of accommodation.
11.Length of stay classification is either _____.
12.Classification by room rate includes ______.
13._______ is also called the 1-star hotel according to the European classification.
14.A bar and a restaurant are not available in every ______.
15._________have excellent locations in beautiful neighbourhoods and convenient
transportation means.

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16.Extremely comfortable and luxurious guestrooms are offered to the guests in
________.
17._________have got a very high proportion of employees to guests and guestrooms.

10.Complete the definitions with prepositions.

A hotel that provides a wide range ______facilities


Luxury hotel _____wealthy guests. Usually it contains a business
center.
_____ parking and other services ______motorists.
Motel Normally situated ______ a highway. ______ a
restaurant or cooking facilities.
Normally situated _____ the town centre. Clientele
Commercial hotel mainly consist ______ traveling businessmen who
stay ______ a couple _____nights only.
Normally situated ______a tourist resort e.g. _____
the sea or _____ the mountains. Clientele mainly
Resort hotel
consist _____ people _____ holiday who stay _____
a longer period than a couple ____ nights only.
Situated near an airport. Clientele mainly consist
Airport hotel _____ airline staff and people traveling ______ air
who only stay _____ one night.
A hotel offering medical treatment, physical exercise
Health spa
and other recreational facilities.
______ operation only during the summer months.
Summer hotel
Often used as a student dormitory ______ winter time.
A number _____ small individual cottages or
Holiday village
bungalows normally ______ cooking facilities.
A hotel _____ meeting and exhibition facilities, audio-
Congress hotel
visual equipment and banquet rooms ______ large and

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small groups.
Modest, moderately priced, normally _____ sleeping
Hostel
and breakfast facilities only.
A guest house is intended ______accommodation
Guest house
______ holiday visitors or long-stay guests.
A small hotel that provides home-like accommodation
_____a low price and the morning meal _____
B&B
visitors. The letters B&B stand _____ ―bed and
breakfast‖.

11.Read the following definitions and find the type of the hotel.
1. It is built especially to provide a service to motorists.
2. It provides every facility a wealthy guest may need.
3. It is often situated in a town centre, and provides accommodation for traveling
businessmen, staying only one or two nights.
4. It provides accommodation for people going to or from other countries, usually
only staying for one night.
5. It is situated in a place where tourists like to stay, often near the sea. Guests may
stay for a week or two, and usually book in advance.
6. It provides facilities for large meetings and conferences, with a lecture theatre and
exhibition facilities.
7. It provides low-priced accommodation, usually on a small scale, for holiday
visitors or for long-stay guests.
8. It is situated in pleasant scenery, and provides comfortable but informal
accommodation for people who want to relax in a quiet place.

12.Fill in the blanks with the words given below.

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a. amenities b. advantage c. deluxe hotel
d. washbasins e. disadvantage f. moderate hotel
g. location h. gambling i. inexpensive hotel
j. facilities k. incomes l. superdeluxe hotel
m. neighbourhoods n. standard o. expensive hotel

1. Two thirds of bedrooms in the ___________ contain a private bathroom or a


shower with a lavatory.
2. Twenty per cent of bedrooms in the __________ contain a private bathroom or a
shower with a lavatory.
3. The ___________ has luxurious guestrooms and perfectly appointed public rooms.
4. The __________ is a small-scale plain hotel or inn.
5. In the __________ all bedrooms are provided with a private bathroom or a shower
with a lavatory and there is a lounge service until midnight.
6. Prices in moderate hotels are reasonable for guests with limited __________.
7. All guestrooms in the superdeluxe hotel are fitted with up-to-date ____________.
8. In the expensive hotel fuller meal _______ are provided than in the moderate
hotel.
9. In the expensive hotel bedrooms are fitted with air-conditioning
which is an _________ for hot countries.
10. In the inexpensive hotel ___________ are provided in every bedroom.
11. A high ________ of comfort is offered to guests in deluxe hotels.
12. The ___________ of inexpensive hotels is not convenient.
13. In the moderate hotel bedrooms are not air-conditioned which is a __________ for
hot countries.
14. Deluxe hotels have excellent locations in beautiful ____________.
15. In many superdeluxe hotels there are casinos if ___________ is allowed in the
area.

13.Translate the answers to the questions.


1. How are the hotels classified?

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Отели классифицируются в зависимости от целей путешественников,
а также в зависимости от перечня услуг и качества удобств.
2. How are the hotels rated according to the purpose of traveling?
Они классифицируются как коммерческие отели, конгресные отели, курортные
отели и стационарные отели.
3. What kind of travelers are commercial hotels for?
Коммерческие отели – это отели для деловых людей. Большинство
коммерческих отелей – это отели больших городов.
4. What is the convention hotel like?
Конгресный отель – это отель для участников конгрессов. В конгресных отелях
есть все условия для проведения деловых мероприятий, конференц-залы и
выставочные площади.
5. What recreational facilities are there in resort hotels?
Курортные отели имеют обширную базу для отдыха – бассейны,
тренажерные залы, спортивные площадки.
6. What is a residential hotel?
Стационарный отель – это отель для длительно или постоянно проживающих
гостей.
7. What classification systems are used in the hospitality industry?
Существует система звезд. Чем больше звезд, тем выше качество и шире
перечень услуг.
8. How are hotels graded according to the range of services and quality of comforts?
В США, например, отели делятся на «суперлюкс», «люкс», «дорогие», «среднего
класса» и «недорогие».

14.Read the advertisements for five hotels. What types of hotels are they?
Where the Great Escape
When the nights draw in and summer is only a fleeting memory, everyone deserves
to escape into luxury. At $300 for any two consecutive nights‘ dinner, bed and breakfast,
the Gleneagles Hotel Winter Warmth breaks are a unique passport to a world untouched

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by work or worry. With superb golf and sporting facilities, the Gleneagles Mark Philips
Equestrian Center and the Country Club, the opportunities to pamper yourself are
endless. The sooner you telephone the sooner you can escape.
Executive Hotel
Elegance, privacy and exceptional value in one of the world‘s most fashionable
neighborhoods. Buffet style English breakfast included.
Peak Park
17th century Old Hall. Log fires, baths en suite, comfort, quiet, fresh home cooking,
licensed. Splendid scenery, uncrowded walks. DB&B.
Willapark Manor Hotel
One of the most beautifully situated hotels in Cornwell. Beautiful character house
amidst lovely Cornish scenery in 14 acres of gardens and secluded woodland. Private
access to Bossiney Common. Coastal path. Minutes from the beach. 14 Bedroom
accommodation, all en suite. TV lounge, cocktail bar, games room. Dinner, Bed &
Breakfast. Reductions for children. Pets welcome. Open all year.
Brook Linn Country House
Peacefully set in the Trossachs with beautiful mountain views. The ideal center for
touring, walking and visiting the Glasgow Garden Festival. Enjoy our whole food
vegetarian or traditional meals in the comfort of this lovely house. Self-catering cottage
also available.
15.Role play the situation. Find the suitable accommodations for the following
people.
1. James, a businessman, he is on the business trip for 2 days.
2. Adams family, there are five of them; parents, 10, 5, and 3 years old kids. They are
on holiday for a week.
3. Just married couple, Alice and Charles, they have five days off and prefer to quiet
and natural place.
4. The exchange teacher for two months, June likes to save her money and she‘d like
a good place to stay. She sometimes works with a group of friends at home.

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5. Sylvia and Bob, a retired couple, they plan for a long vacation in nice
neighborhood accommodation.
6. Intercontinental airline staff on a break between flights
7. A couple on their honeymoon.
8. A group of four student friends travelling in their summer vacation.
Student A
Take the part of the tourists, holidaymakers or businessmen. Tell the clerk in the
Information Bureau your needs so that he can recommend a suitable hotel for you.
Student B
Take the part of the clerk in the Information Bureau. Listen to the people who come to
you. Recommend a suitable hotel. Say why you think the hotel is suitable.

16.Describe different types of hotels.

17.Read the text and write the names of the types of accommodation under the
pictures.
Types of Accommodation (2)
Nowadays, the choice of tourist accommodation to suit your taste, budget and
destination is endless. At the high end of the market there are hotels, offering rooms and
meals. Motels are similar, except they are for motorists. So they are generally on major
roads and always provide parking, but not always meals.
B&Bs, or guesthouses, differ from hotels as they are usually small, less expensive,
owner-occupied, family-run businesses without staff on call 24/7. Alternatively, holiday
villages are popular with families who may be travelling on a budget. They offer a choice
of self-catering accommodation from small wooden cabins or chalets to studio
apartments to large holiday villas, all in modern resorts with many leisure and
recreational services available on site.
Private holiday rental offers a wide variety of accommodation. Then there are
timeshares, where several people own accommodation they can use at specific periods
each year. To avoid getting bored with the same destination, how about doing a house
swap, where people spend holiday in each others' houses?
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Hostels provide a low-cost, self-catering alternative to hotels, and appeal to young
travellers, as the shared dormitories make it easy to meet people. Increasingly,
universities offer campus accommodation in students' halls of residence during the
holidays. This is the type of accommodation you often find on study holidays, but it can
also be a cheap and sociable way to take a city break.
If you're looking for an adventure on a budget, campsites are perfect. You can take
your own tent, or even stay in a traditional round Mongolian yurt or a tall Native
American tepee. For more comfort, there are also caravans and campervans, which
enable you to enjoy a holiday on the move. Finally, if you like to combine transport and
accommodation, why not try a barge, a long flat boat which travels on rivers and canals,
or a yacht if you prefer the sea.

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18.Read the text again and choose the correct answer.
1. Hotels are accommodation at the …
a. budget end of the market. b. high end of the market. c. low end of the market.
2. Guesthouses and B&Bs are different from hotels because they are generally run
by …
a. families. b. one person. c. staff 24/7.
3. You can visit a timeshare …
a. all year round. b. at a specific time each year. c. only in the summer.
4. House swapping helps you to …
a. avoid boredom. b. avoid cooking. c. make friends.
5. Hostels appeal to …
a. couples. b. families. c. young people.
6. Campus accommodation is available for tourists to rent during…
a. the holidays and term time. b. the holidays. c. term time.
7. For comfortable and mobile campsite holidays try …
a. campervans. b. tents. c. tepees.
8. Which of these isn't a kind of boat?
a. Barge b. Yacht c. Yurt

19.Read three dialogues and write down the type of hotel from each dialogue. Then
role play the dialogues.
Dialogue 1 ________ Dialogue 2 ________ Dialogue 3 _______
Dialogue 1
Operator: Good morning. Sawanna Hotel, may I help you?
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Mr. Hopkin: Hello, I‘m calling from Australia. My name is Hopkin. Can you tell
me a little about the hotel?
Operator: Yes, I‘d be glad to. The hotel is in the center of the city. There are
100 guest rooms with a restaurant, a coffee shop and a bar. It‘s ideal
for business people.
Mr. Hopkin: Is there a car park?
Operator: Yes, there is.
Dialogue 2
Guest: Could you tell me about your hotel?
Receptionist: It‘s right on the beach. We offer a wonderful health spa and
recreation facilities. You‘ll like it.
Guest: Thank you. I‘ll call back again.
Dialogue 3
Operator: Good morning. May I help you?
Caller: Yes, I am looking for a long-stay accommodation. Can you tell
me about your place?
Operator: Certainly. We are a small type of accommodation with only 15
rooms. It is very quiet and it is much cheaper if you stay longer. The
accommodation is like a private home and we have a small restaurant
for guests, too.
Caller: Sound likes what I am looking for. By the way, how much?

20.Translate the sentences from Russian into English.


1. В Турции ежегодно строится много курортных отелей. В них обслуживают
гостей из разных стран. Большинство из них соответствует международным
стандартам.
2. Отели класса «люкс» и «суперлюкс» обычно расположены в фешенебельных
районах. Они предназначены для обеспеченных клиентов и деловых людей.
Номера в таких отелях оснащены современным оборудованием и дорогой
мебелью. Гостиные и другие помещения прекрасно обставлены. Гостей
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обслуживают круглосуточно.
3. Курортные гостиницы располагаются за пределами городских территорий,
поскольку используют естественные достопримечательности для привлечения
туристов. Они предлагают широкий набор условий для отдыха
4. Дешѐвые отели предлагают минимум услуг по невысоким ценам.
5. Отели «люкс» обладают фешенебельным декором и мебелью высокого класса. В
гостиничных предприятиях такого уровня высокий процент персонала по
отношению к числу номеров.
6. Мотели предоставляют клиентам комфортабельные номера, ужин и стоянку для
автомобиля. Это очень удобно для тех, кто любит путешествовать на
собственном автомобиле.
7. Согласно европейской классификации. Все гостиницы делятся на 5 категорий –
1, 2, 3, 4 и 5-звѐздочные. Основанием для такой классификации служит качество
предлагаемого обслуживания и предоставляемые отелем уcлуги.
8. Количество обслуживающего персонала зависит от категории отеля. В
гостинице класса «люкс» один номер могут обслуживать до трѐх человек. В
других отелях количество персонала колеблется от 1 человека на номер и даже 1
человека на несколько номеров.
21.Read and translate the text.
Hotel Categorization
To grade the hotels according to the range of services and quality of comforts, the
star system is used. Normally the hotels are rated from 1-star to 5-star or even 7-star
hotels. This system is known as French or European. The more stars the hotel has the
higher the quality and wider range of services it provides.
There are also national grading systems like the crown system in Great Britain, the
key system in Sweden or the letter system in Greece. In the USA the hotels are graded as
super deluxe, deluxe, expensive, moderate and inexpensive.
Hotel categorization is the basis for determining quality standards in the hotel
industry; the process of assigning a certain category to an accommodation facility,
depending on a range and level of available services. There are a wide variety of rating
schemes used by different organizations around the world. Most of them have a system
involving stars, with a greater number of stars indicating greater luxury.
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One-star hotel is a low budget, limited-service hotel or inexpensive hotel. Only the
basic necessity-services are provided there. These are hotels and inns of small scale.
These hotels are modestly furnished. However, rather good facilities are provided for the
guests. The standard double room should be about 8-10 m2. The room should have a
wardrobe or a rack, chairs, a wash basin, a mirror, two towels for each guest. Daily
cleaning, bedclothes should be changed every 7-8 days, towels – every 3-4 days. Each
floor should have at least two bathrooms, and each 5 rooms – at least one WC.
Two-star hotel is a budget, slightly more expensive hotel. The same as hotels 1*, but
bedclothes are changed every 6 days. WC and bathroom are usually en suite. The hotel
should also have a restaurant or a café and there should be a choice of meals. Bed linen
change is every three days.
Three-star hotel is a middle class moderately priced hotel. From category 3* and up
each room must have a WC and a bathroom en suite, a dressing table, a luggage stand, a
radio etc. Most 3-stars hotel rooms, except for the very cheapest, have TV and A/C.
Bedclothes are changed 2 times a week. Towels are changed daily. Only soap will be
given as bathroom accessories.
Four-star hotel is a first class, expensive (by middle-class standards) hotel. All that
3* hotels have plus: as a rule, a mini-bar, an individual air conditioner, telephone, safe
deposit-box, hair dryer, shampoo, bath gel in every suite. Daily change of bed linen and
towels. Offering services such as laundry, ironing, and dry cleaning (minimal period of
order is 24 hours). Price-list is available at the reception. Breakfast menu is brought to
the room. The hotel territory has a beauty salon, sports and fitness centre, car rent, TV
salon, music salon, game hall and conference hall, restaurant, sauna, swimming pool etc.
The room area is usually at least 13 m2.
Five-star hotel is a luxury hotel. The same as 4*, but on a higher quality level.
Besides, sometimes there is a second bathroom unit and a telephone in the bathroom.
Rooms are at least 16 m2. 4-5* hotels include suites (apartments), several lifts, all kinds
of additional services such as laundry, dry cleaning, bringing breakfast and late supper to
the room, currency exchange, taxi call, sale of newspapers, souvenirs etc.

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Five-Plus Ratings. Hotels rating themselves as six and even seven star hotels can be
found, but these designations are almost always made by the hotel itself and are rarely
recognized by any outside authority. Examples include the Bug Al Arab in Dubai, the
Oriental Bangkok, and the Town House Galleria in Italy.
Alternative classification of hotels:
Some countries use alternative classifications of hotels. For instance, in Turkey you
can stay at Holiday Villages which are divided to:
5*HV — First class holiday village with accommodation in bungalows. It
corresponds to 5-star hotel differing from it with a good animation, large green territory,
while the rooms are smaller.
4*HV — Holiday village of a lower class.

22.Fill each of the numbered blanks with one suitable word from the list below.
▪ bedroomed ▪ budget ▪ cards ▪ welcome ▪ comply ▪ service ▪ facilities
▪ premises ▪ visitors ▪ chain ▪ holidaymaker ▪ common ▪ meals ▪ hostellers
▪ accommodation

All properties approved and registered by Bord Failte meet minimum standards
requirements. Hotels, Guesthouses, Caravan and Campsites and Self-catering are
classified. All premises are subject to annual review.
Hotels
Stately country houses, luxurious castles, intimate old world inns and modern
premises are all included in this category. All hotels _______1 with statutory registration
regulations which cover physical requirements and the level of _____ 2 provided. Most
hotels _____ 3 children. Hotels carrying the Family Friendly symbol meet the particular
needs of children, providing playgrounds, playrooms, special menus, mealtimes, etc.
meals and refreshments must be available to non-residents.
Guesthouses
Guesthouses vary from five- ______4 family houses, Georgian and Victorian
residences to larger professionally-serviced modern ________5. The informal atmosphere
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6
is not a requirement; however some provide this service. Restaurant _______ are
available in some guesthouses.
Youth Hostels
An Oige (Irish Youth Hostel Association) has a _______7 of 37 registered youth
hostels situated in most of the scenic areas of Ireland. These hostels provide simple
multi-bedded rooms with comfortable beds and facilities for _______ 8 one‘s own meals.
Members of an Oige or other youth organizations affiliated to the International Youth
Hostel Federation may use the hostels on production of their membership ________ 9 and
non-members may buy stamps at the hostels entitling them to use the hotels.
Farmhouses
The premises in this category include old style, period type, and modern farmhouses;
the type of farming varies – mixed, tillage, dairy, sheep and poultry – all of interest to
_________10 particularly if they come from the city. Evening ______ 11
are provided in
some houses if notice is given before 12.00 noon each day. A new concept called Green
Tourism, i.e. a holiday experience on a working farm, is also included in this category of
accommodation.
Holiday Hostels
Holiday Hostels provide clean, simple accommodation at a ________ 12 price, several
with family rooms. They are ideally suited to the _______13 seeking a real alternative to
conventional _______14. The kitchen and _____ 15
room often provide an international
setting for socializing and meeting other ________ 16 from all over the world.

23.Read the extract from the brochure and fill in the gaps with the following words.
The first one has been done for you.
▪ air-conditioned ▪ entertainment ▪ facilities ▪ furnished ▪ informal
▪ relax ▪ rustic ▪ setting ▪ situated ▪ spacious ▪ value ▪ lies
Tradewinds
Tradewinds is 1 situated in 2 _____________ grounds on the south coast at Diani, just
over twenty miles from the city of Mombasa and within easy reach of some shops. It
3
____________ on a spectacular white-sand beach fringed by palm trees.
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The main building is 4___________ in style, with a thatched roof in the local African
manner, and the hotel‘s 5____________ include a restaurant, bar, hairdresser, and a shop.
By the swimming-pool is an 6_____________ snack bar and a smaller pool for children.
Evening 7____________ is provided by live bands or a disco.
The modestly 8_____________ rooms have a balcony or terrace, are fully
9
____________, and have a telephone and shower.
Opinion: In a superb 10___________, this is a simple, medium-class hotel offering
outstanding 11____________ for money, and an ideal place to unwind and
12
___________ before going on safari.

24.Render the following text in English.

Классификация средств размещения и гостиниц

Классификация гостиниц осуществляется по нескольким параметрам.


Гостиничные предприятия классифицируют в зависимости от расположения,
набора предоставляемых услуг и уровня предлагаемого обслуживания.

По расположению можно выделить следующие категории гостиниц.

1. Отели в центре города, которые обычно представляют собой высотные


сооружения с закрытой стоянкой для автомашин в самом отеле или рядом с
ним.

2. Придорожные отели, как правило, малой этажности с открытыми


автостоянками, ресторанами, закусочными, наличием минимума средств для
совещаний и встреч, в некоторых случаях, с плавательными бассейнами на
открытом воздухе.

3. Отели в окрестностях городов и в аэропортах - это обычно здания с


открытым местом стоянки для автомашин, средствами для отдыха и
развлечений, банкетными залами и залами для совещаний и конференций.

4. Плавучие отели - это плавсредство, оборудованное под гостиницу, для


размещения и отдыха туристов у берега моря, реки или озера. Плавучая
гостиница ставится обычно на причал в живописном месте, недалеко от

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туристских достопримечательностей. При необходимости гостиница может
быть отбуксирована по воде вместе с туристами к другой стоянке.

5. Курортные гостиницы - располагаются за пределами городских территорий,


поскольку используют естественные и/или созданные рукой человека
достопримечательности для привлечения туристов. Так как такие отели
обслуживают в основном туристов, приезжающих с целью отдыха и
развлечений, для них типичен широкий набор рекреационных средств
обслуживания, объектов снабжения питанием и напитками, банкетных залов
и помещений для встреч.

При классификации гостиниц по уровню комфорта, ассортименту и


стоимости услуг в разных странах используются различные системы, которых
сейчас существует более тридцати. Самые распространенные классификации
согласно данному критерию следующие:

- система звезд - это французская национальная классификация (Россия,


Австралия, Венгрия, Италия);
- система букв - используется в Греции;
- система "корон"/ "ключей" - используется в Англии;
- система разрядов (Испания, Италия, Израиль).

Классификация английских гостиниц достаточно сложна. Но наиболее


распространенной считается классификация, предложенная ассоциацией
европейских турагентств:

- бюджетные гостиницы (одна звезда). Расположены в центральной части


города и имеют минимум удобств;

- гостиницы туристского класса (две звезды). Отели располагают рестораном и


баром;

- гостиницы среднего класса (три звезды). Уровень обслуживания достаточно


высок;

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- гостиницы первого класса (четыре звезды). Очень высокое качество
проживания и отличный уровень обслуживания;

- гостиницы высшей категории (пять звезд). Уровень обслуживания и


проживания экстра класса.

25.Read the following information about accommodation for young people in


Britain. Then role play the following situation.
Student A: You and your classmate are interested in going in Great Britain but you
can‘t afford an expensive accommodation. Ask a travel agent to help you find a cheap
alternative.
Student B: You are a travel agent who specializes on holidays for students. Help the
students who have applied to your travel agency find a suitable accommodation in
Great Britain.

Britain offers a wide variety of inexpensive accommodation suitable for young


people. There are youth hostels, university colleges and school residences, hostels run by
the young Men‘s and Young Women‘s Christian Association (YMCA and YWCF),
student and budget hotels and all kinds of other possibilities to choose from.
Youth hostels provide basic accommodation, usually in dormitories, with simple
meals or cooking facilities. Usually you can only stay at each hostel for a maximum of
four nights, if you are a member of the hostels. Alternatively, you can buy an
international membership card.
Youth accommodation also includes universities and colleges. It is excellent value
for money and offers a choice of many campus locations. This type of accommodation is
particularly good for groups and often school classes. The accommodation is mainly in
single study bedrooms and is available during academic vacation periods: in Britain,
these are usually July-Sept., Christmas (3 weeks).
In Britain you will also find private homes displaying ‗Bed & Breakfast‘ Or ‗B&B‘
signs. Bed and Breakfast accommodation offers a room in a private home and usually a

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traditional English breakfast. Bed and breakfast is excellent value for money but, of
course, you should not expect all the facilities of a hotel.
Then, if you would like to sample the traditional accommodation of a British
farmhouse and stay on a working farm, Britain offers plenty of alternatives. Farms have
Bed and Breakfast hospitality and offer simple traditional accommodation accompanied
by meals made from fresh farm produce.
Again, for nature lovers whose ideal accommodation is under canvas, the Forestry
Commission operates forest camp parks for youth groups and you should make any
antiques well in advance of your intended visit.
Camping in the rural areas of Britain is often possible on farmland, with the farmer‘s
permission. Facilities are, of course, limited but there is the advantage of a peaceful
setting away from the crowds.

26.Render the following text into English.


Характеристика «звездной» классификации
В международной практике установилась следующие параметры, которым
должен отвечать отель, чтобы его отнесли к определенной категории:
 Одна звезда. Такие отели предлагают минимальный комфорт, обычно в них
немного номеров, большая часть из которых многоместные, санузел, как
правило, общий. В них нет дополнительных услуг, часто даже не предлагают
питания.
 Две звезды. Такие отели предлагают услуги ночлега и душа. Все остальное –
за отдельную плату. Обычно в этом же здании располагается кафе или
ресторан, номерной фонд скромный, с небольшим количеством синглов.
 Три звезды. Это самый распространенный тип отелей, предлагающих
стандартный набор услуг: ночлег, завтрак, санузел в номере. В них есть
большой перечень дополнительных услуг.
 Четыре звезды. Это отели повышенной комфортности: здесь уже речь идет
не только о наборе услуг, но и об отличном дизайне, сервисе.

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 Пять звезд. Здесь все говорит о роскоши: местоположение, оформление
номеров, дизайн, кухня в ресторане. Отели предлагают огромный перечень
услуг. В таких гостиницах жить не только комфортно, но и престижно.

Self-check
1. What is the definition of a hotel?
2. What are the three major types of classification of hotels?
3. What are the main groups of hotels according to the purpose of stay?
4. What are the main groups of hotels according to the length of stay?
5. What are the main groups of hotels by room rate?
6. Whom does the commercial hotel usually serve?
7. Where are they situated?
8. What is the main purpose of convention hotels?
9. What are the main facilities of convention hotels?
10.What customers do resort hotels serve?
11.What are the major facilities of resort hotels?
12.What is a residential hotel?
13.What is the typology of the star system based on?
14.What are the other grading systems?
15.What do superdeluxe hotels provide?
16.What is a budget hotel?

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Unit 2 Room Types
1. Study the vocabulary.
TYPES OF ACCOMMODATION ВИДЫ РАЗМЕЩЕНИЯ

Room (an inventoried physical - номер в средстве


space in the hotel that can be размещения (одна или
rented by a guest for temporary несколько комнат с
accommodation). мебелью, оборудованием и
инвентарем,
необходимыми для
временного проживания
туристов)
SGL (single) - одноместное размещение
DBL (Double) – a double room - двухместное размещение в
with one double bed номере с одной двуспальной
кроватью
TWIN (twin) – a twin-bedded - двухместное размещение в
room with two beds номере с двумя одинаковыми
кроватями
TRPL (Triple) - трехместное размещение
(two beds + a cot) (обычно две кровати +
дополнительная
раскладывающаяся кровать,
либо диван)
QDPL (Quadruple) - четырехместное размещение
Ex. B (Extra Bed) - дополнительная кровать
Chld (Child)–the cost of child - размещение ребенка до 12 лет
accommodation
CH - ребенок до 12 лет
ch - ребенок до 6 лет
infant - ребенок до двух лет
DC (DBL + Chld) – the price is - размещение ребенка с двумя

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indicated for a child with two взрослыми
adults
DBL + 2 Chld – the price is - размещение двух взрослых и
indicated for 2 adults and two двух детей
children
SGL + Chld – the price is - размещение одного взрослого
indicated for one adult and one и одного ребенка
child
SGL+ 2Chld – the price is - размещение одного взрослого
indicated for one adult and two с двумя детьми
children
OB (only bed), RO (room only) - размещение без питания
ROH (run of the house) - размещение на усмотрение
отеля
HOTEL ROOM TYPES КЛАССИФИКАЦИЯ
НОМЕРОВ
STD ( Standard) - стандартный номер
BDR, BDRM (Bedroom) - номер со спальней
Superior (bigger than the - номер большего размера, чем
standard) стандартный
Studio apartment - cтудия
(an accommodation unit, not less (однокомнатный номер в
than 25 sq. m., with sleeping, living, средстве размещения площадью
dining and office areas in one room) не менее 25 кв. м., рассчитанный
на проживание одного/двух
человек, с планировкой,
позволяющей использовать
часть помещения в качестве
гостиной/столовой/кабинета)
Family Room (bigger than the - семейный номер (больше
Standard) стандартного)
Family Studio (a room with two - семейный номер с двумя
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connecting rooms) смежными комнатами
Suite ( a set of connecting rooms - Сьюит (многокомнатный
(not less than 75 sq. m.) номер в средстве размещения
consisting of three or more площадью не менее 75 кв. м.,
rooms: a living room, a dining состоящий из трех и более
room, office space, a bedroom жилых комнат
with a king size bed (200 cm x (гостиной/столовой, кабинета
200 cm) and an additional guest и спальни), с нестандартной
toilet.) широкой двуспальной кроватью
(200 см х 200 см) и
дополнительным гостевым
туалетом)
Junior Suite (a room with a - сьюит юниор (полулюкс)
separate living-sitting area (not a (большая комната с
separate room) attached to a огороженным спальным
bedroom) местом, преобразуемым в
гостиную днем)
Executive Room (a vast room for - номер повышенной
business people divided into 2 комфортности (номер для
areas: a bedroom and a business деловых людей, состоящий из
room. Fax and Internet included) двух зон: спальни и рабочего
кабинета с оргтехникой –
факс, выход в интернет)
Business (a vast room for business - номер для деловых людей
people with special equipment) (номер повышенной
комфортности с
оргтехникой)
apartment (a room of two and - апартамент (номер,
more rooms with an equipped приближенный к виду
kitchen that looks like a flat) современной квартиры,
состоящий из двух и более
комнат с встроенной кухней)
apartment suite - апартамент-люкс
(a hotel superior room consisting (гостиничный номер
of several separate or adjoining повышенной комфортности,
rooms, as a rule, in luxury hotels) который может состоять

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из нескольких отдельных или
смежных комнат; имеются,
как правило, в гостиницах
высшего разряда)
family apartment - семейный апартамент (2-3-х
(includes two-three room комнатные апартаменты с
apartment with luxury decorated роскошно декорированной
dining-room, equipped kitchen, гостиной, оборудованной
two bathrooms) кухней, с двумя туалетными
комнатами)
Deluxe Suite, Excellence Suite - люкс повышенной
(includes 2-3 spacious rooms, комфортности (номер,
Jacuzzi in a bathroom, a huge состоящий из двух-трех
balcony or terrace) просторных комнат, ванная
комната с джакузи, с
большим балконом или
террасой
President, Presidential Suite, - президентский люкс (самый
King Suite роскошный номер
(the highest step of Suites гостиницы, состоящий из
category, normally includes two- нескольких спален, роскошно
three bedrooms, a luxury living обставленной гостиной и
room, a pair of bathrooms) двух-трех туалетных
комнат)
Honeymoon Room - номер для молодоженов
connecting rooms - совмещенные номера (два
номера, имеющие дверь–
проход из одного в другой)
adjoining rooms - соседние номера (номера
расположенные рядом без
общей двери-прохода)
Duplex - двухэтажный номер
Balcony - номер с балконом
Room for disabled people - номер для инвалидов
(this room is especially designed (специально спроектирован
для людей с ограниченными
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for disabled people and equipped возможностями и оборудован
with comfortable shower) специальным душем)
Hotel room of the 1st category - номер I категории (номер в
(a guestroom in Russian hotels отечественных средстве
with one/two beds, bathroom en размещения, состоящий из
suite (bath/shower, WC) for single одной жилой комнаты с
or double occupancy) одной/двумя кроватями, с
полным санузлом (ванна/душ,
умывальник, унитаз),
рассчитанный на проживание
одного/двух человек)
Hotel room of the 2nd category - номер II категории (номер в
(a guestroom in Russian hotels отечественных средствах
with one/two beds, incomplete размещения, состоящий из
bathroom facilities (washbasin, одной жилой комнаты с
WC) or complete bathroom одной/двумя кроватями, с
facilities (bath/shower, WC) in a неполным санузлом
block of two rooms, for single or (умывальник, унитаз, либо
double occupancy) один полный санузел в блоке
из двух номеров),
рассчитанный на проживание
одного/двух человек)
Hotel room of the 3nd category - Номер (гостиничный) III
(a guestroom in Russian hotels категории (номер в
with beds for each guest, with отечественных средствах
incomplete bathroom (washbasin, размещения, состоящий из
WC) or complete bathroom одной жилой комнаты с
(bath/shower, WC) facilities in a количеством кроватей по
block of two rooms for several числу проживающих, с
guests with an area ratio of 6 sq. неполным санузлом
m. per person in a building of a (умывальник, унитаз, либо
year-round operation or 4.5 sq. m. один полный санузел в блоке
per person in a building of из двух номеров),
seasonal operation) рассчитанный на проживание
нескольких человек, с
площадью из расчета на
одного проживающего: 6 кв.
м. в здании круглогодичного
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функционирования, 4,5 кв. м. в
зданиях сезонного
функционирования)
Hotel rom of the 4nd category (a - номер IV категории (номер в
guestroom in Russian hotels with отечественных средствах
beds for each guest, with a размещения, состоящий из
washbasin, for several guests’ одной жилой комнаты с
occupancy with an area ratio of 6 количеством кроватей по
sq. m. per person in a building of числу проживающих, с
a year-round operation or 4.5 sq. умывальником, рассчитанный
m. per person in a building of на проживание нескольких
seasonal operation) человек, с площадью из
расчета на одного
проживающего: 6 кв. м. в
зданиях круглогодичного
функционирования, 4,5 кв. м. в
зданиях сезонного
функционирования)
Hotel room of the 5th category - номер V категории (номер в
(a guestroom in Russian hotels отечественных средствах
with beds for each guest, without a размещения, состоящий из
washbasin, for several guests with одной жилой комнаты с
an area ratio of 6 sq. m. per количеством кроватей по
person in a building of a year- числу проживающих, без
round operation or 4.5 sq. m. per умывальника (умывальник в
person in a building of seasonal коридоре), рассчитанный на
operation). проживание нескольких
человек, с площадью из
расчета на одного
проживающего: 6 кв. м. в
зданиях круглогодичного
функционирования, 4,5 кв. м. в
зданиях сезонного
функционирования)
MB ( Main building) - основное здание отеля
BGL, BG (bungalow) (building - бунгало (строение, стоящее
that is situated far from the main отдельно от основного

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building) здания)
Cabana - кабана (постройка на пляже
или около бассейна, типа
бунгало, стоящая отдельно
от основного здания и иногда
оборудованная как спальня)
Cottage - коттедж
Villa (a separate 3-6 rooms - вилла (отдельно стоящий
house with an individual дом из 3-6 комнат с
swimming pool) бассейном)
ROOM VIEWS ВИДЫ ИЗ НОМЕРА
city view - номер с видом на город
pool view - номер с видом на бассейн
garden view - номер с видом на сад
land view - номер с видом на окрестности
mountain view - номер с видом на горы
park view - номер с видом на парк
SV (sea view) - номер с видом на море
SSV (side sea view) - номер с боковым видом на
море
inside view - вид на атриум или внутреннюю
часть отеля

2. Match the definitions with the words below.


1. SUITE a. A room occupied by one person.
2. FAMILY ROOM b. A room with one large bed for two people
c. A set of two or more rooms including a
3. TWIN ROOM
bedroom and a sitting room.
d. A large room with a partition to separate
4. SINGLE ROOM
the bedroom area from the sitting room area.
5. PENTHOUSE e. A well-furnished and luxurious suite at the

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top of the building
6. CONNECTING ROOMS f. A room not used as a bedroom, where guests
may read, watch television, etc.
7. DOUBLE ROOM g. A room with one bed and a convertible sofa.
Can be used as a single or as a twin.
8. TRIPLE ROOM h. A two-story suite connected by a stairway.
17.JUNIOR SUITE a. Two or more rooms with a connecting door.
You can move from one room to another
without going to the corridor.
18. LOUNGE or SITTING j. A room with two single beds for two people.
ROOM (or PARLOR =
Am.E.)
19. STUDIO ROOM k. A room with three single beds, or a double
bed and a single bed, suitable for occupation
by three people.
20. DUPLEX l. A room with four or more beds, particularly
suitable for a family with children
21. HOSPITALITY ROOM/ m. A room used for entertaining (cocktail
FUNCTION ROOM parties etc.)
22. ADJOINING ROOMS n. Two or more rooms side by side with a
connecting door between them

3. Read the text.


Different Categories of Rooms
There is no any unified classification system of hotel rooms so far today. Very
often the same category of rooms in different hotels may imply different living
conditions. It depends on the structure of the hotel itself, its location, target market and
level of service provided. The classification of the rooms in the hotel is often used not so
much for the size, luxury and amenities, as for the number of occupants. The world
classification distinguishes more than 30 different types of rooms.
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Of course, today almost any modern hotel has at its disposal standard rooms and
suites. Standard rooms also referred to as single rooms or single-occupancy rooms, are
the basic type of rooms in the hotel business. They are perfect for those guests who
appreciate the best compromise between price and quality. Standard rooms are ideal for
individual stays or short, overnight breaks. The rooms are fitted with standard amenities:
a wardrobe, a desk, a TV, a telephone, a fridge, and a hairdryer, a set of tableware, a
separate bathroom and the standard set of toiletries. Depending on the host country and
the status of the hotel a standard room can have additional functions and features.
Standard rooms in 3star hotels, for instance, are typically decorated with made-to-order
furniture. Five-star standard rooms are equipped with luxury furniture, functional
amenities and works of art–sculptures or paintings. Standard rooms vary in size,
depending on the rating of the hotel. Standard rooms in 2star hotels, for instance, are
between 9 to 10 square metres, while those in 5star hotels are required to be at least 16
square metres. In the hotels of Europe and the United States a standard room in a hotel
has a double bed.
Deluxe rooms are typically among the most expensive in a hotel. This category of
rooms also includes suites, apartments and studios. Deluxe rooms are larger than
standard rooms in size. Recommendations of the World Tourism Organization are to
adhere to minimal area of about 35 square metres. Deluxe rooms consist of several
rooms. Typically, these are a bedroom and a living room. They are fitted with basic and
bonus amenities, including free access to a fitness center or pool, massage sessions, tours,
alcoholic drinks and desserts.
Suites are small apartments that accommodate families or large parties. There are
several types of suites, including super suites, standard suites and junior suites. Super
suites are also called luxurious suites, president suites and executive suites. They are
typically the most exclusive rooms in a hotel. Standard suites are small sized apartments
that range in size between 28 and 40 square metres. They are equipped with standard
amenities, including high-speed Internet, television and telephone, 24hour room service,
in-room safe. Standard suites are ideal for business travelers. Junior suites are large

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rooms that slightly exceed standard rooms in size. They are a step above single rooms in
size and offered amenities but are not as large as standard or luxurious suites.
Junior suites are priced according to their size, amenities and opulence. They
typically range between 20 and 25 square metres in size. Junior suites are fully-equipped
and include a kitchenette and Internet access, besides standard amenities. They are
perfect for honeymoon couples, holidaymakers and business people.
Travelers find a wide selection of bunks in hotels, and some hotels attempt to
describe a room‘s sleeping accommodations in the room‘s classification. Rooms with a
king-sized bed may feature a ―K‖ in the classification name, while a ―Q‖ denotes a queen
bed and a ―D‖ signifies a double bed. Some hotels may also include the number of beds
in the classification, offering rooms with two double beds (2D) or two queen beds (2Q).
In addition to describing the arrangement of beds and furniture, a hotel room
classification may denote the view. Hotels often market rooms designated with an ocean
view (OV), sea view (SV), mountain view (MV) or city view (CV). Depending on
location, the hotel may also offer additional designations that include garden view (GV),
pool view (PV), beach front (BF), park view (PV) or inside view (IV).

4. Decide which of the sentences below conveys the main idea of the text.
1. a. The same category of rooms in different hotels depends on the national
policy.
b. The same category of rooms in different hotels depends on the type of
the hotel.
c. The same category of rooms in different hotels depends on the designer.
2. a. A standard room is traditionally fitted with a private bathroom.
b. A standard room is traditionally fitted with a private pool.
c. A standard room is traditionally fitted with a private Jacuzzi.
3. a. Junior suites are perfect for families with kids.
b. Junior suites are perfect for homeless.
c. Junior suites are perfect for newlyweds.
4. a. The World Tourism Organization advises to adhere to minimal area of
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deluxe room about 45 square metres.
b. The World Tourism Organization advises to adhere to minimal area of deluxe room
about 35 square metres.
c. The World Tourism Organization advises to adhere to minimal area of deluxe room
about 25 square metres.

5. Answer the questions.


1. Is there an adopted international classification system of hotel rooms?
2. Does the hotel room classification depend on the structure of the hotel itself?
3. What types of rooms are considered the general standard?
4. What kind of guests prefer to stay in standard rooms?
5. Standard rooms are fitted with basic amenities, aren‘t they?
6. Are standard rooms in 3star and 5star hotels the same?
7. What type of rooms do deluxe rooms include?
8. What is the adopted minimal area of deluxe rooms?
9. What bonuses are usually included in the price of deluxe rooms?
10.Are there several types of suites? What are they?
11.What does the price of the suite depend on?
12.Does the hotel room view influence the price?
6. Give the Russian equivalents.
so far today; number of occupants; distinguishes more than; basic type of rooms; rooms
are fitted with; standard set of toiletries; sculptures or paintings; depending on the rating
of the hotel; at least; consist of several rooms; are a step above

7. Give the English equivalents to the word combinations from the text.
единая система; условия проживания; подходить для проживания одного человека;
индивидуальная ванная комната; дополнительные функции и характеристики; быть
обставленным мебелью, изготовленной на заказ; произведения искусства;
Всемирная туристская организация; круглосуточное обслуживание; быть
полностью оборудованным; молодожены.
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8. Complete the sentences with the words from the text.
1. Very often the ______ in different hotels may imply different living conditions.
2. The world classification distinguishes more than 30 ______.
3. Standard rooms are perfect for those guests who appreciate the best compromise
between ______ and ______.
4. ______ rooms are larger than standard rooms in size.
5. Junior suits are perfect for ______ , holidaymakers and business people.
6. Rooms with a______bed may feature a ―K‖ in the classification name.
7. A hotel room classification may denote the _______.
9. Translate into English.
1. Гостиничные номера – это многофункциональные помещения, предназначенные
для отдыха, сна и работы проживающих гостей.
2. Классификация номеров в современных отелях дает возможность туристу
получить именно то, что он хочет.
3. Существуют базовые системы классификации, которых придерживаются не
один десяток лет в ряде стран Западной Европы, США, Австралии и др.
4. В Китае в качестве стандартного набора для ванной постояльцу предлагают
расческу, зубную щетку и пасту.
5. Тип номера в отеле может зависеть от вида из окна, размера и числа комнат,
качества меблировки, наличия оргтехники.
6. Номера люкс предлагают гостям роскошную отделку и обстановку.
7. Одноместный номер считается более дорогим, чем двух или трехместный.
8. В зависимости от страны, в которой вы отдыхаете, вам могут предложить номер
с видом на окрестности. Такой номер по стоимости чаще всего сравним с видом
на сад.

10.Complete the text with the correct form of the words in the right hand
column.

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Themed Rooms at the Alton Towers
Alton Towers (1) ______a theme park, water park, and hotel BE
complex in the county of Staffordshire, United Kingdom. The
Alton Towers Hotel (2) ______ in 10 April 1996 and is themed OPEN
to the eccentric (3) ______character Sir Algenon Alton and his FICTION
travels. The rooms (4) _______ in a classical English style with DECORATE
pictures of Sir Algenon‘s inventions. The hotel (5) ________an OFFER
(6) ______ range of rooms and suites. These include the AMAZE
Explorer Room, the Peter Rabbit Bedroom, the Garden Room,
the Cadbury‘s Chocolate Bedroom, the Coca-Cola Fizzy Factory
Room, and the (7) ______ Nights Suite. All the bedrooms and ARAB
suits contain a (8) ______ bed and bunk beds or two single beds. TWO
The (9) ______ are also fitted with a 26‖ flat ROOM
Screen LCDTV, satellite TV, tea and coffee making facilities
and an ensuite bathroom with bath and shower, and a baby (10) LISTEN
______ facility. The Alton Towers Hotel is the ideal place for a
fun family-oriented holiday.

11.Complete the conversation between a hotel manager and a new employee with
missing words from the box.
▪ have one bed for one person ▪ an ensuite bathroom ▪ types of rooms
▪ double rooms ▪ to pay for them ▪ air conditioning
New Employee: What (1) ______are there in the hotel?
Manager: The rooms are different types and have different numbers of
beds in them. For example, we have (2) ______, which have a big
bed for two people to sleep in. There are also single rooms,
which only (3) ______ to sleep in. And there are also twin rooms,
which have two beds for one person to sleep in each. We also
have a special room for very rich people which is big and is like

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a small apartment or flat with its own lounge and bar. It is called
a suite. Some of the rooms have a balcony, where the room has a
part which is outside in front of the windows. So the guests can
relax and enjoy the sun and the views.
New Employee: What facilities do the rooms in the hotel have?
(4)
Manager: Each of the rooms has ______. There is a shower and toilet
inside all of the rooms. In the ensuite bathrooms there are towels,
so the guests can dry themselves after having a shower. The
(5)
rooms also have ______, so in summer when it‘s hot, the
guests can decrease the temperature in the room. There is also a
minibar in each room, where there are small bottles of alcohol,
water and snacks like nuts and crisps for the guests to eat or
drink. But they have (6) ______ when they check out and leave.

12.Five people need rooms in a hotel. Match the suggestions made by the
receptionist with the guests’ enquiries. Then make conversations and role play
them.
1. I‘d like to book a room for myself, a. For that kind of occasion it would
my husband, and our two children be best to use at least two rooms,
aged twelve and ten. Have you got including the ballroom and the
anything suitable? adjoining reception room.
2. Good morning. I‘m from Melton b. We have a penthouse suite that he
Scientific Instruments and we‘re would find ideal, sir. It‘s
looking for a place to show some of extremely luxurious, and it‘s well
our products and meet possible away from the public eye.
customers. Second week of April this
year. Have you got any suitable
rooms?
3. Perhaps you‘ve heard that Rob c. Would you like me to book you a
Nelson, the pop singer is giving a family room, madam? It has four

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concert here. I‘m arranging comfortable beds and it‘s
accommodation for him. Nothing but extremely spacious.
the best will do for him – he can
afford it – but you know, he doesn‘t
want newspapermen waiting outside
his door, so complete privacy is
essential.
4. I‘m the secretary to Sir Henry and d. Well, our conference hall is
Lady Lucas Smith. Their daughter is especially built for that type of
twenty-one this year, and they‘re meeting? It will accommodate up
looking for a place to hold a small to 300 delegates. Would you like
party and dance … just one or two to see it?
hundred guests…
5. I‘m organizing this year‘s meeting of e. It sounds as if you would find our
the British Insurance Agents‘ Exhibition Room suitable. We
Association, and we want to find out have a display of video
about the possibilities for holding it equipment there at the moment.
in your region. There would be two I‘ll get someone to show you the
hundred to two hundred and fifty facilities.
delegates and several important
visiting speakers.

13.Read the descriptions of some hotel rooms and ask questions.


Standard Rooms
A standard room includes a comfy room with big bed ―King Size‖ (180*200 cm)
or ―Queen Size‖ (160*200 cm), bathroom. In the room: safe-box, mini-bar, TV, phone,
climate-control system, heated floors, hair-dryer. Flooring tile or carpet
floor. The room is designed in a classical style.

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Family Apartment
The Family Apartment includes three room apartment with luxury decorated
dining-room, 1 bedroom with bed ―King Size‖ (200*200 cm), bedroom with two beds,
equipped kitchen (with fridge and electric stove), two bathrooms, dressing table with
mirror. In the room: safe-box, mini-bar, TV, phone, climate-control system, heated
floors, hair-dryer, bathroom belongings (slippers, gown). Parquet or carpet floor.
President Apartment
The President Apartment includes three room apartment with luxury decorated
dining-room, 1 bedroom with bed ―King Size‖ (200*200cm), bedroom with two beds,
equipped kitchen (with fridge and electric stove), two bathrooms, one with Jacuzzi,
dressing table with mirror. In the room: safe-box, mini-bar, TV, phone, climate-control
system, heated floors, hair-dryer, bathroom belongings (slippers, gown).
Double Rooms
A double room includes a comfy room with separate standard beds (100*200cm),
bathroom. In the room: safe-box, mini-bar, TV, phone, climate-control system, heated
floors, hair-dryer. Flooring tile or carpet floor. The room is designed in classical style.
Junior Suite
Junior Suite includes a dining-room area decorated in luxury colors, bedroom with
the bed ―King Size‖ (200*200cm), dressing table with mirror, bathroom, guest toilet. In
the room: safe-box, mini-bar, TV, phone, climate-control system, heated floors, hair-
dryer, bathroom belongings (slippers, gown). Parquet or carpet floor. The room is
designed in classical style.
Rooms for handicapped people
The room is specially designed for handicapped people and equipped with
comfortable shower. In the room: safe-box, mini-bar, TV, phone, climate-control system,
heated floors, hair-dryer. Flooring tile or carpet floor. The room is designed in a classical
style.

14.Act as an interpreter.
A. Excuse me, could you explain to me what the standard room includes?

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B. Стандартный номер располагает удобной комнатой с большой кроватью ―King
Size‖, ванной комнатой с совмещенным санузлом. В номере: сейф, мини-бар,
ТВ, телефон, кондиционер, система подогрева полов, фен. На полу паркет и
ковровое покрытие.
A. What about Junior Suite? What is it like?
B. Юниор люкс включает спальню с кроватью ―King Size‖, туалетный столик с
зеркалом, ванную комнату с санузлом, гостевой санузел. В номере: сейф, мини-
бар, ТВ, телефон, кондиционер, система подогрева полов, фен, набор банных
принадлежностей (тапочки, халат).
A. I was wondering what the President Apartment includes.
B. Президентский люкс включает в себя трехкомнатные апартаменты с роскошно
декорированной гостиной, 1-ой спальней с одной кроватью ―King Size‖,
спальней с двумя кроватями, оборудованной кухней (в том числе холодильник и
электроплита), двумя ванными комнатами, оснащенными джакузи, гостевым
санузлом.
A. Could you tell me what in-room facilities can be found in a room for handicapped
people?
B. Номер для инвалидов специально спроектирован для людей с ограниченными
физическими возможностями и оборудован специальным удобным душем. В
номере: сейф, мини-бар, ТВ, телефон, кондиционер, система подогрева полов,
фен. На полу плитка и ковровое покрытие.
A. What is a Family Apartment like?
B. Семейный люкс включает в себя трехкомнатные апартаменты с роскошно
декорированной гостиной, 1-ой спальней с одной кроватью ―King Size‖,
спальней с двумя кроватями, оборудованной кухней (в том числе электроплита
и холодильник), двумя ванными комнатами и гостевым санузлом, туалетным
столиком с зеркалом.
A. Could you describe to me a standard double room?
B. Двухместный номер располагает удобной комнатой с двумя отдельными
кроватями, ванной комнатой со совмещенным санузлом. В номере: сейф, мини-
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бар, ТВ, телефон, кондиционер, система подогрева полов, фен. На полу паркет и
ковровое покрытие.

15.Render the following texts into English.


1. Стандартная обстановка номера обычно включает в себя кровать, платяной
шкаф, небольшой стол и отдельную туалетную комнату с душем или ванной.
Большинство номеров среднего класса гостиниц комплектуется
кондиционером, телефоном, телевизором, будильником, утюгом, гладильной
доской, феном, кофеваркой. Все более повсеместным становится наличие
доступа к беспроводной скоростной линии Интернета (бесплатно или за
отдельную плату). Некоторые номера включают в себя небольшие кухни с
плитой.
2. Апартаменты, как правило, состоят из двух и более комнатных отделов. К
апартаментам также относят одну большую комнату, разделенную на
спальню и гостиную. «Президентские апартаменты», пентхаусы и прочие
подобные номера класса «люкс» обеспечиваются максимальным
ассортиментом услуг, включая полный бар, личную прислугу, индивидуально
приготовленный обед и т.п.
16.Answer the questions.
1. What items are usually in a hotel room?
2. What items do you like to have in a hotel room?
Self-check
1. What types of rooms are considered the general standard?
2. What basic amenities are Standard rooms fitted with?
3. What type of rooms do deluxe rooms include?
4. What bonuses are usually included in the price of deluxe rooms?
5. Name some types of suites.
6. What in-room facilities are there in a standard room /suite/ in a room for
handicapped people?

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UNIT 3
Tariffs and Room Rates
▪ Tariffs and Discounts ▪ Food Plans

1. Study the vocabulary.


1. tariff, rate - тарифы, цены
published rate (rack rate) - ~ опубликованный тариф (без
- cкидок; у стойки)
corporate rate - ~ корпоративные (со
group rate скидками)
- ~ групповые
2. occupancy rate - загрузка номерного фонда
3. income - доход
4. to determine - определять
5. to generate - увеличивать
6. to increase - повышать
increase - повышение
7. to decrease - снижать, уменьшать
decrease - снижение, уменьшение
8. discount - скидка
9. promotional pricing - акция (снижение цен)
10.a room upgrade - апгрэйд (предоставление
номера с повышением
категории без взимания
дополнительной платы)

2. Translate the sentences.


1. There are two types of hotel tariffs: the published (rack rates) and corporate
tariffs.
2. An occupancy rate is a reflection of the number of available rooms in a hotel that
are occupied by guests.
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3. To calculate an occupancy rate, it is necessary to determine the number of
available rooms.
4. With this information in hand, it is possible to determine how many rooms are in
use to generate an occupancy rate.
5. The hotel rates are usually increased during the high season and are normally
reduced during the low season.
6. For the hotel, their goal is to have a high occupancy rate, preferably with guests
paying a high rate per day.
7. The hotel rack rate is normally the standard rate for a hotel room. It is the rate
before any discounts or promotional pricing has been applied.
8. Hotels offer different discount systems to tourist parties, pensioners, businessmen,
corporative clients etc.
9. Hotels need a high occupancy rate, so they cut prices to increase demand during
slow times.
10.A hotel room upgrade (a room of higher category at the price of a standard room)
can also be regarded as a kind of discount.
3. Read the text and answer the questions.
TARIFFS AND DISCOUNTS
There are two types of hotel tariffs: the published (rack rates) and corporate
tariffs. The hotel rates depend on many factors: the hotel category, the location, the
season, the day of the week, the room type, the floor, the room view etc. The hotel rates
may depend on the room occupancy rate.
An occupancy rate is a reflection of the number of available rooms in a hotel that
are occupied by guests. High rates are preferable, as they indicate that most rooms are
occupied and generating income. The occupancy rate is usually expressed as a
percentage.
To calculate an occupancy rate, it is necessary to determine the number of
available rooms. In a hotel, some rooms might not be available because they are under
repair or construction, or are blocked out for other reasons. Thus, a building with 100
rooms might have only 93 available, as seven are not ready for use by guests. With this
132
information in hand, it is possible to determine how many rooms are in use to generate
an occupancy rate.
The rates also depend on the season and the day of the week. The hotel rates are
usually increased during the high season and are normally reduced during the low
season.
For Russia and for Moscow, in particular:
High season: 15th January – 30th July, 22nd August – 15th December.
Low season: 16th December – 14th January, 1st July – 21st August.
The hotel rates may also depend on the time of the day. Some hotels provide day
use of rooms (until 16.00) at the half price of the room rate.
For many hotels, the product that they sell is based on time. If a room is not
occupied by a guest by the end of the night, then technically it‘s a loss. All hotel rooms
need to be cleaned and maintained, so there is always a cost involved. For the hotel, their
goal is to have a high occupancy rate, preferably with guests paying a high rate per day.
The hotel rack rate is normally the standard rate for a hotel room. It is the rate
before any discounts or promotional pricing has been applied. The hotel rack room rate
is the maximum that the hotel will charge a person who walks into the lobby without a
reservation.
Hotels offer different discount systems to tourist parties, pensioners, businessmen,
corporative clients etc. VIP clients are often provided with discounts or with
complimentary accommodation. Hotels also offer family discounts. Children under 12
sharing the parent‘s room stay free of charge.
Hotels can advertise a discount off a hotel rack rate to appeal to customer‘s sense
of value. If customers feel they got a $150 room for $90, then they feel they got a good
deal. However, if the rack room rate was really only $110, then the deal isn‘t as
appealing to consumers.
Many travelers never pay the rack room rate because hotels often offer their
―online rate‖ which is cheaper. They have to cut prices to increase demand during off
season periods.

133
Many hotels may also offer discounts to corporate clients who book large blocks of
rooms for conventions or other special events.
Resort hotels offer steep discounts during their off season. For example, many ski
resorts may offer discounts during the summer months, while summer beach vacation
hotspots may offer cheaper rates during the winter.
A hotel room upgrade (a room of higher category at the price of a standard room)
can also be regarded as a kind of discount.
Questions
1. What types of tariffs are used in hotels?
2. What do hotel rates depend on?
3. What is an occupancy rate? How should it be calculated?
4. When are hotel rates increased and decreased?
5. What is a rack rate?
6. What groups of guests are offered different discounts?
7. Why do hotels have to cut prices?
8. What is a hotel upgrade?
4. Give the English equivalents to the following word combinations.
Опубликованные тарифы; корпоративные тарифы; загрузка номерного фонда;
высокий сезон; низкий сезон; проживание в дневное время; предоставлять
различные скидки; акции; предоставление номера более высокой категории по
цене стандартного; потребители; корпоративные клиенты; конгресс;
корпоративные мероприятия.

5. Translate into English.


1. В гостинице существует два вида тарифов: опубликованный тариф и
корпоративный.
2. Цена может зависеть от процента занятости номеров в отеле.
3. Стоимость также зависит от сезона и дня недели. Есть периоды высокого
спроса на гостиницы и низкого спроса.
4. К выходным столичные отели, особенно бизнес-отели, пустеют, деловые
люди разъезжаются по домам. Логично уменьшить цены на номера в эти
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дни и предложить специальный пакет услуг для проведения выходных,
дней рождения и свадеб в гостинице.
5. Цена корректируется и от времени суток. Примером этому может служить
дневное использование номера (Day use). Чтобы уменьшить простой,
некоторые гостиницы разрешают проживание в дневное время (до 16.00)
с оплатой в половину стоимости номера. Этот прием также можно отнести
к скидкам.
6. Цена в гостинице напрямую зависит от количества дней пребывания
и категории занимаемых номеров. Чем больше срок пребывания
в гостинице и чем выше категория взятых номеров, тем больше шансов
получить скидки при проживании в будущем.
7. Раздел компьютерной программы «Guest History» позволяет получить
информацию о госте: тип номера, период проживания, особые пожелания
и предпочтения и т. д. В зависимости от количества прожитых в отеле дней
и статуса гостя определяется размер скидок ему.
8. Часто гостиницы предоставляют скидки для особо важных гостей, а иногда
и вовсе не берут с них оплату.
9. Как правило, не взимается плата за проживание детей до определенного
возраста (обычно до 12 лет) в номере родителей.
10.К скидкам можно отнести также апгрейд, т. е. предоставление номера
более высокой категории по цене стандартного номера (как правило, при
отсутствии номеров необходимой категории).

6. Read this memo explaining the Grand Hotel's policy on room rates. Answer the
questions.

135
Grand Hotel
From: The General Manager Date: September 6 199_
To: All Front Office staff Subject: Pricing policy
It is clear that some clarification of our policy on pricing and room rates is needed.
BASIC RATES
We have a basic rate for all room types. However, it is common for different rates
to be charged.
This is because the Sales and Marketing Department negotiates special rates for
different agents, corporate clients, and other clients.
The basic rates are:
Standard room: £80.00 (double) Luxury/Executive Plus: £115.00 (double) Suite:
Individually priced Standard discounts
Weekend rate (Fri/Sat or Sat/Sun): 15% discount Weekly rate: seven nights for the
price of five
Specially-negotiated rates
Most guests come as part of a tour, through a tour operator, or as a corporate
guest. In this case a special rate will have been negotiated and will be on the
computer for Reservations and the Front Office to access.
Free Sale Agents
Free Sale Agents are sent availability charts every two weeks. They sell rooms at
an agreed rate (usually the corporate rate). They don‘t have to check with us, so
administration costs are kept low.
Allocation Holders
Allocation Holders have a certain number of rooms which they agree to sell
(usually at FIT rates).
The customer pays them directly and they take commission and pass on what is
left to the hotel.
For weekends they have the rooms on a 48-hour release (in other words the hotel
can take them back by Thursday and resell).
If you have any more questions, please speak to the Reservations Manager or the
Sales and Marketing Department.

Questions
1. Who decides the rate for different agents?
2. When must a guest stay to get a 15% reduction?
3. Where does the hotel get most of its guests from?
4. Why does selling rooms through Free Sale Agents keep administration costs down?
136
5. What is the difference between a Free Sale Agent and an Allocation Holder?

7. Using the information in the memo, calculate the income for the hotel in each
of these cases:
1. Three couples staying for two nights (Friday and Saturday) in Standard rooms.
2. One businessman staying in an Executive Plus room for three nights (not a
corporate client)
3. A group often corporate clients each staying in a separate room (Luxury) for one
night. The Sales and Marketing Department has agreed a 20% discount with this
company.

8. Read the interview with the Reservations Manager of the Grand Hotel,
recorded a year after the memo was sent. Note the changes that have been
made in the policy of the Grand Hotel regarding room rates.

INTERVIEWER : Do you have a fixed room rate?


RESERVATIONS In common with most large hotels, our room rate policy is
MANAGER: quite complicated. We have a basic room rate for all our
room types, but the way that we sell our rooms means that
we often charge a different rate from this. This is because
our Sales and Marketing Department has negotiated
different rates with different agents, corporate clients, and
other clients.
INTERVIEWER : What are your basic room rates?
RESERVATIONS Well, we have a Standard room which contains all the basic
MANAGER: facilities, such as private bath, TV, tea- and coffee-making
facilities, and the basic rare for the double is £85 a night.
Our Luxury rooms, or Executive Plus as some of them are
called, contain a little bit extra: they‘re a bit more spacious,
have better views and so on - they‘re £115 a night. Then we
also have suites, which vary a lot in price.
INTERVIEWER : What discounts do you offer on these basic room rates?
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RESERVATIONS You mean discounts for the individual non-corporate
MANAGER: booking? Well, we have special weekend rates: two nights,
either Friday/ Saturday or Saturday/Sunday will get a 10%
discount. That‘s to encourage a two-night booking even
though weekends can be our busiest time. And our weekly
rare is calculated on the basis of seven nights for the price of
six. That‘s on all room types.
INTERVIEWER : Can you tell us how the specially-negotiated room
rates work?
RESERVATIONS Like most hotels of our size, individual bookings paying the
MANAGER: full room rate are a minority. Most of our guests come
through some other source, either as part of a tour, through a
tour operator, or a corporate guest. We get lots of repeat
guests from particular companies and they obviously have a
contract with us. There‘s a corporate rate, but there are also
special rates negotiated and arranged with the Sales and
Marketing Department, who enter them onto the computer
for the Reservation and Front Office to access whenever an
enquiry or reservation comes in. In addition, a lot of our
rooms are sold through agents and representatives: these are
either Free Sale Agents or Allocation Holders.
INTERVIEWER : What exactly are Free Sale Agents?
RESERVATIONS Well, every week, or even daily at busy periods, we send out
MANAGER: availability charts to Free Sale Agents, who are usually in
the States or Europe, and are usually either part of our own
company or reputable agents. They sell rooms at an agreed
rate — normally the corporate rate - which is arranged by the
Sales and Marketing Department. They are told every week
what rooms they can sell and if they can sell at a discounted

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rare or not. The Free Sale Agent doesn‘t need to check with
us first, so it lowers administration costs; they just send in a
confirmation sheet.
INTERVIEWER : What about Allocation Holders?
RESERVATIONS Allocation Holders are agents who have a certain number of
MANAGER: rooms that they agree to sell in our hotel. They normally sell
on FIT rates - Fully Inclusive Tariff rates - which are from
the leisure side of the business and are cheaper than corporate
rates. The customer pays them directly, they get commission
and pass on what is left to the hotel. The rate is agreed with
the Sales and Marketing Department. An Allocation Holder
usually has up to twenty rooms over a weekend, on a
seventy-two hour release - in other words, by Wednesday, the
hotel can take the rooms back and re-sell them.

9. Using the new information, calculate what the income for the hotel will now be
in the three cases in Ex. 7.

10.Read this letter sent to the group of three couples mentioned in Ex. 7.
Grand Hotel
Seafront Villas Westbourne BN43 1114
Tel. 02730624999 Fax. 0273624831
10th August 20__
Mr and Mrs Davies
16 Hill Street
London N16 1BV
Dear Mr and Mrs Davies,
Thank you for your letter of 5th August regarding a possible reservation for three
rooms for two nights for the weekend of 14th/16th October.
We can offer either our Luxury double room at £115 per night, in our Standard double
at £85. All our rooms have private bathrooms, television, tea- and coffee- making
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facilities, and other features designed to make your stay as comfortable as possible.
Furthermore, we are able to offer you a special 10% weekend discount on these rates.
The total for the three doubles will therefore be £469 for the Standard rooms or £621 for
the Luxury rooms.
I would be grateful if you could confirm your reservation as soon as possible and tell us
which type of room you would prefer. We accept all major credit cards, or if you prefer,
you can secure your reservation by sending a 25% deposit.
I look forward to hearing from you.
Yours sincerely,
Peter Barnes
Reservation Manager
11.Now write a similar letter in answer to the enquiry in Ex. 8 (2, 3). Follow this
structure:
Paragraph 1: Thank the enquirer for their letter
Paragraph 2: Explain the basic room rate
Paragraph 3: Explain details of any discount you are able to offer
Paragraph 4: Ask for confirmation
Paragraph 5: Closing remark
Food Plans
12.Study the vocabulary.
Vocabulary File

FOOD PLANS ТИПЫ ПИТАНИЯ В OТЕЛЯХ


BB (Bed & Breakfast) – Завтрак – в стоимость проживания
accommodation price includes only включен только завтрак (шведский
breakfast (buffet). Lunch and dinner стол). Дополнительное питание – за
are served in hotel restaurants and отдельную плату в ресторане и барах
bars for separate charge отеля.
CBF – Continental Breakfast Континентальный завтрак
(tea, coffee, buns and rolls, butter, (чай, кофе, булочки, сливочное масло,
cottage cheese, eggs) творог, яйца)
ABF – American Breakfast Американский завтрак
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(tea, coffee, juices, rolls and buns, (чай, кофе, соки, выпечка, колбасные
sausages, cheese, dairy products, изделия, сыры и кисломолочные
salads) продукты, салаты)
BBF – Buffet Breakfast Шведский стол
(dairy and meat dishes, vegetables (молочные и мясные продукты, овощи и
and fruits, rolls and buns, pastries, фрукты, выпечка, кондитерские
local-made beverages) изделия, напитки местного
производства)
English breakfast Английский завтрак
(tea, coffee, juice, fried eggs, toasts, (чай, кофе, сок, яичница, тосты,
butter and marmalade) сливочное масло и фруктовый джем)
HB (Half Board) – (accommodation Полупансион – в стоимость
price includes breakfast and dinner проживания включен завтрак и ужин
(buffet); tea, coffee and water served (шведский стол), бесплатный чай,
free for breakfast) кофе, вода на завтрак
HB+ (Half Board +, Extended Half Полупансион расширенный –
Board) – accommodation price завтрак и ужин (шведский стол), а
includes breakfast and dinner также алкогольные и безалкогольные
(buffet) as well as local-made напитки местного производства во
alcoholic and non-alcoholic время приема пищи
beverages
FB (Full Board) – accommodation Полный пансион – завтрак, обед,
price includes breakfast, lunch and ужин (шведский стол)
dinner (buffet)
FB+ EXTFB (Full Board+, Полный пансион расширенный –
Extended Full Board) – завтрак, обед и ужин (шведский стол)
accommodation price includes и различные напитки (пиво и вино)
breakfast, lunch and dinner (buffet)
and different drinks (beer and wine)
ALL, AL (All Inclusive) – «Все включено» – завтрак, обед, ужин
accommodation price includes (шведский стол); в течение дня
breakfast, lunch and dinner (buffet). предлагаются алкогольные и
During the day guests are offered безалкогольные напитки местного
local-made drinks and also extra производства, а также
board – tiffin, afternoon snack, дополнительное питание -второй
завтрак, полдник, поздний ужин, легкие
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supper, light snack etc.) закуски и т.д.
UAL, UAI (Ultra All Inclusive) – «Все включено ультра» – завтрак,
accommodation price includes поздний завтрак, обед, полдник и ужин
breakfast, tiffin, lunch, afternoon (шведский стол); широкий выбор
snack, dinner (buffet), a great сладостей, десертов, разнообразных
assortment of sweets, desserts and закусок, а также широкий выбор
snacks as wells as local-made напитков местного производства;
beverages; free meals in their дополнительное бесплатное питание в
restaurants (different national ресторанах с кухней разных народов
cuisine) мира
HCAL, Imperial (High Class All «Все включено, высший класс» – все
Inclusive) – all is free except from бесплатно, кроме магазинов, телефона,
shops, telephone, doctor, врача, парикмахерской, некоторых
hairdresser’s, aquatics and diving видов водного спорта и подводного
плавания
ALTERNATIVE TYPES OF АЛЬТЕРНАТИВНЫЕ ВИДЫ
HOTEL MEALS ПИТАНИЯ
AP (American Plan) – Full board – Американский план – гостиничный
three meals a day тариф, включающий в себя стоимость
размещения и трехразовое питание
BP (Bermuda Plan) – American Бермудский план – гостиничный
breakfast is included in the тариф, включающий в себя стоимость
accommodation price размещения и американский завтрак
(плотный завтрак)
CP (Continental Plan) – continental Континентальный план –
breakfast (coffee or tea with a bun) is гостиничный тариф, включающий в
included in the accommodation cost себя континентальный завтрак
(легкий завтрак – кофе или чай с
булочкой)
EP (European Plan) – a room rate Европейский план – гостиничный
that does not include any meals тариф без питания
MAP (Modified American Plan) – Модифицированный американский
half board (breakfast and lunch, план – гостиничный тариф,
sometimes British-style afternoon tea включающий в себя полупансион
is included) (завтрак и обед, иногда чай в

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английском стиле)
13.Explain what the following symbols stand for.
HCAL CBF
BBF EP
MAP AP
UAL CP

14.Read the information about the tariffs in the Queen’s Hotel


ACCOMMODATION ROOM CHARGE ONLY
1 & 2nd
st
3rd floor 4th floor
floors
Sea View Bedrooms
Single - $45 $40
Single with Bath or Shower $60 $57 $50
Twin or Double $80 $75 $65
Twin or Double with Bath or
Shower $90 $95 -
Rear View Bedrooms
Single - $30 -
Single with Bath or Shower 45 - -
Twin or Double - - -
Twin or Double with Bath
or Shower $ 82 $80 -
Private Suites
One single or one Double with $ 200
Private Bath and Toilet, Sitting
Room and Balcony. $ 270
One Twin and Double with Private
Bath and Toilet, Sitting Room and
Balcony.
Double or Twin Bedded Rooms let
as Singles – Single Rate plus $10
Private Suite let for Single
Occupancy $180

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RESTAURANT A LA CARTE AVAILABLE
Continental breakfast $5
Full English Breakfast (resident) $10
Full English Breakfast (non-resident $12
Lunch (3 Course) $17
Lunch (3 Course $25
Afternoon Tea $5
Room Service – per person $3
Early Morning Tea $2

15.In pairs ask and answer the following questions based on the tariff list given.
1. How much do you charge for: a twin room with bath? / a double room
with shower? / a single room with sea view, bath or shower? / the
cheapest possible twin room? / the cheapest possible double room
with bath or shower?
2. What are your private suites like and how much do they cost?
3. Can I have a twin as a single and how much do they charge for that?
4. Is breakfast included in the room rates?
5. Is room service included in the room rates?
- How much do you charge for: continental breakfast? / English
breakfast for hotel guests? / 3-course lunch? / 4-course dinner?
/afternoon tea?
Useful phrases
 How long will you be staying?
 We have 233 rooms in all.
 The rate includes three full meals.
 We have a double room available with a rear view.
 It has twin beds.
 Are you with a company?
 I’m afraid we’re fully booked for that week.
 I’m afraid we have only a double room available.

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 Service is not included in the room rate.
16.Look at the brochure below and answer the questions.
HOTELS IN MIDFORD
(June-September; tariffs include service and VAT)
The Phoenix Hotel
Single room $200. Double room $280, with bath $350; Breakfast $10 per person;
children under 12, 50% reduction.
The Dalton Hotel
Single room with bath $300. Double room with bath $600. Children under 12 in the same
room as parents free: breakfast $15 per person.
The Park Hotel
Bed and breakfast per person $160. Double room with bath $250; Dinner bed and
breakfast; $290 full board.
The Castle Inn
Single room $120. Double room $150. Includes continental breakfast (English breakfast
$5 extra).
Questions
1. Which hotel is the cheapest? Which is the most expensive?
2. In which hotels do all the rooms have a bathroom?
3. In which months do the rates apply?
4. In which hotel can children stay free in the same room as their parents?
5. Which hotels include breakfast in the room rate?
6. Which hotel quotes an inclusive rate for dinner, bed and breakfast?
7. Which hotel quotes only rates per person?
8. In which hotel is there the smallest difference between the price of a single and the
price of a double room?

17.Complete the sentences below.


1. (The Castle Inn) The price includes continental breakfast. If you want a full ___
breakfast you‘ll have to pay extra.

145
2. (The Dalton hotel) There is no ___ for children under 12 who ___ in the same
room as their parents.
3. (The Park Hotel) There‘s a rate of $250 which ____ dinner, bed and breakfast.
4. (The Phoenix Hotel) It will ___ you $280 for a ___ room with ___.
5. These are the rates for ____. You would pay ___ at other times of the year.

18.Read the conversation between a clerk in a Hotel Reservations Bureau and a


tourist and answer these questions.
- … So here‘s a brochure with the hotels in Midford. It gives you all the rates…
- I‘m sorry, my English isn‘t so good. Can you explain this to me?
- Yes, of course. First of all we have the Castle Inn here, it‘s the cheapest. It will cost
you only $120 for a single room and $150 for a double. The price includes continental
breakfast. If you want a full English breakfast you‘ll have to pay extra.
- What is this ‗English breakfast‘?
- Oh, you know, hot food, fried eggs, fried bacon, porridge, whereas the continental
breakfast is coffee, tea, rolls, jam and honey – nothing cooked, you see.
- I think I would prefer the continental breakfast.
- Well, yes, that‘s included. And then we have the Dalton Hotel, more expensive, but
very nice, a bathroom attached to every room. The Dalton charges $300 for a single
room and $600 for a double. But there is no charge for children under 12 who stay in
the same room as their parents.
- I won‘t have my children with me. But maybe my husband will come a little later.
- Well, the Park Hotel is very reasonably priced, $160 per person. Every room has a
bath. There‘s a special rate of $250 which includes dinner, bed and breakfast – what
we call half-board. Or you can have full-board, that‘s the room plus all meals for $290
per person per night.
- We would only have breakfast.
- I see. Mm ... you could try the fourth hotel here. The Phoenix. It will cost you $280
for a double room with bath. Breakfast is $10 per person.
- But what about the extra money, what do you call it in English, the service?

146
- All these rates include a service charge of ten per cent. They also include VAT –
that‘s Value Added Tax.
- If we come later in the year will it be cheaper?
- Yes. These are the rates for June to September. You would pay less at other times of
the year.
- I‘ll talk about it with my husband. Thank you for explaining everything to me.
- You‘re welcome.
Questions
1. What is a full board?
2. What is a half board?
3. What is a continental breakfast?
4. What is an English breakfast?
5. How much service charge is included in these?
6. What do the letters VAT stand for?

19.Complete the dialogues below about the hotels in the brochure and role play
them.
1 A: How much does a single room in the Castle Inn cost?
B: _____________________________
A: _____________________________?
B: Yes, it includes continental breakfast.
A: _____________________________?
B: You‘ll have to pay $5 extra.

2 A: How much is a room at the Dalton Hotel?


B: ______________________________?
A: Double.
B: ______________________________
A: ______________________________?
B: Children stay free if they are in the same room as their parents.

3 A: _______________________________?
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B: $200 per person.
A: _______________________________?
B: Yes, there‘s a bath in every room.
A: ________________________________
B: Yes, you can get half board for $250, and full board for $290.

4 A: _________________________________?
B: $350.
A: _________________________________?
B: Yes, for a double room alone you‘d pay $280.
A: _________________________________?
B: No, breakfast is $5 extra.
A: _________________________________?
B: Yes. There‘s a reduction of 50% for children under 12.

Self-check
1. What types of tariffs are used in hotels?
2. What is an occupancy rate? How is it be calculated?
3. What is a rack rate?
4. What groups of guests are offered different discounts?
5. What is a hotel upgrade?
6. What is the difference between a Free Sale Agent and an Allocation Holder?

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Unit 4
Hotel Services & Facilities
1. Study the vocabulary.
1. facilities - услуги, база, удобства,
syn. amenities средства, возможности
to provide services - предоставлять услуги
a range of services - набор услуг
2. Business centre Услуги бизнес центра
 satellite connection  спутниковая связь
 photocopying service  ксерокопирование
 lamination and binding of  ламинирование и брошюровка
documents документов
 Internet access  доступ к Интернету
 translator‘s and interpreter‘s  переводческие услуги
service
 bilingual translation  двусторонний перевод
 simultaneous interpretation  синхронный перевод
 shorthand taking  стенография
 editing  редактирование
 video gear rental  прокат видеооборудования
 leasing  аренда
3. Conference facilities Услуги по организации и
проведения деловых
мероприятий
 business events  деловые мероприятия
 sound amplifying equipment  звукоусиливающее
оборудование
 a marker board  маркерная доска
 a flip chart  флип чат (доска с большими
листами бумаги)
 projecting equipment  проекторное оборудование
 AV aids  аудио- и видео-оборудование

4. Transport services Транспортные услуги


сar rental - прокат автомобиля
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to rent/ hire a car - взять машину на прокат
a shuttle bus - мини-автобус, курсирующий по
маршруту «отель – город»
a courtesy car - бесплатный автотранспорт (для
почетных гостей)
- valet parking - услуга по парковке машин
5. Keeping valuable and Хранение ценностей и
personal things личных вещей
to keep valuables - хранить ценности
to work out measures - разработать комплекс мер
a chargeable service - платная услуга
bulky luggage - крупногабаритный багаж
Lost and Found - бюро находок
6. Housekeeping service Услуги административно-
хозяйственной службы
laundry - прачечная
dry cleaning - химчистка
valet service - чистка и глажка
barber‘s - мужская парикмахерская
hairdresser‘s - женская парикмахерская
beauty salon (parlor) - салон красоты
to air a room - проветривать комнату
to vacuum clean - пылесосить
to replace - заменять
to empty a waste basket - опустошать корзину для мусора
toiletries - туалетные принадлежности
linen - постельное белье
everyday make-up - ежедневная текущая уборка
pick-up - косметическая уборка
a night‘s occupancy - ночевка гостя в номере
deep cleaning - генеральная уборка
to vacate a room - освобождать номер
damage - ущерб, урон
wear and tear - износ
7. Security service Безопасность
to keep order - поддерживать порядок
robbery and burglary - кража
emergency - чрезвычайная ситуация
150
a smoke detector - противопожарная сигнализация
a fire extinguisher - огнетушитель
fire drills - инструктаж поведения во время
пожара
a first aid kit - аптечка первой помощи
8. Concierge Услуги службы консьержа
late cancellation - поздняя аннуляция
a penalty fee - штраф за аннуляцию
valid - действительный (о документе)
expiry date - срок действия документа
confirmation voucher - подтверждение
9. Medical service Медицинские услуги
medical aid/ assistance - медицинская помощь
ambulance call - вызов «скорой помощи»
medical insurance - медицинская страховка
10.recreational facilities Оздоровительные услуги
to work out a programme - составлять, разрабатывать
программу
nutrition diet - лечебная диета, питание
auxiliary services - дополнительные услуги
to pay on the spot - оплачивать на месте
to meet the client‘s needs - отвечать потребностям клиента

2. Read the text and answer the questions.


Hotel Services and Facilities
Hotels provide a wide range of extra services to make a guest‘s stay pleasant and
comfortable. There are the following facilities in high class hotels: business center;
concierge; health club and fitness center (swimming-pool, Jacuzzi, solarium, sauna,
massage service, gym); car rental service; laundry, dry-cleaning, repair and valet
service; barber and hairdresser (beauty salon); conference facilities; gifts & souvenirs
shops; Food and Beverage.
Business center
Business center provides the following services: satellite phone connections for long-
distance and international calls; photocopying service; lamination and binding of
documents; computer usage with an Internet access; translator‘s and interpreter‘s service
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(bilingual written translation; simultaneous interpretation; secretarial, shorthand
taking service; editing; video gear rental; conference rooms leasing.

Business centers are open round the clock or from 7.30 to 23.00 on weekdays and
from 9.00 to 21.00 on weekends.
Conference facilities
Modern hotels provide meeting rooms and conference halls to hold different
business events such as, conferences, congresses, symposiums, workshops etc.
Meeting rooms and conference-halls are fully equipped with: simultaneous
translation systems; concert lighting; sound amplifying equipment; marker boards; flip-
charts; screens; projecting equipment; AV aids.
Conference facilities booking is usually made on 100% prepayment basis.

Car rental & Valet parking Service


In some hotels business center provides car rental and car service. The guests are
provided with chauffeur-car service for transfers, excursions, shopping etc.
In Moscow it is safe to rent a chauffeur-driving car. There are fixed rates for rides
from the hotel to the airport, railway station and main attractions in Moscow.
Some hotels provide their guests with a free shuttle bus running from the hotel to the
city center. There is a courtesy car at VIP guests‘ service.
When people are staying at a hotel they put their cars in a parking garage. If the car
owners are not too concerned about safety they may park their cars in the street outside
the hotel.
Hotels often offer valet parking where someone parks your car for you. They also
offer secure parking, where people look after the cars and check that only the owners take
them away.
Questions
1. What kind of facilities can be found in a high class hotel?
2. What services does the business center provide?
3. When are business centers open?
4. What kind of car rental service is provided in hotels?

152
5. What car service is provided in some hotels?
6. What business events are usually held in hotels?
7. What conference equipment is used in hotels?
8. What are the terms and conditions of booking conference facilities?

Keeping valuables and personal things


Special security measures are worked out in hotels to make sure that the guests‘
personal belongings are safe. Luggage rooms and safes are at the guests‘ service. Hand
baggage is normally free of charge. Storage of bulky baggage is usually chargeable.
The guests can keep their valuables either in a deposit safe box in the Front Office or
in an electronic safe in the guestroom. The hotel takes no responsibility for the valuables
left in the room.
Hotel guests often lose their belongings such as purses and wallets, handbags and
umbrellas, hats and coats in bars, restaurants, restrooms or lobbies.
All the lost stuff is kept in the lost and found office.
Questions
1. What facilities are provided for keeping valuables in a hotel?
2. Where can guests keep bulky luggage?
3. What is the hotel rule about keeping valuables?
4. Where’s the guests’ lost stuff kept?
Housekeeping Service
Everyday services are provided by Housekeeping Department.
The chambermaids‘ duties include cleaning and airing the guestrooms, making or
changing beds, dusting the furniture, vacuum cleaning the floor carpets, replacing
towels, washing the bathroom, emptying waste baskets.
Chambermaids use carts to carry supplies of toiletries (shampoos, soaps, tissues,
shower caps), bed and bath linen. There are containers for dirty linen and rubbish on
those carts.
The chambermaids normally do the pick-up when they have just to replace the
towels and bring the toiletries, everyday make-up after a night’s occupancy and deep

153
cleaning after the guest vacates the room. They are expected to report any signs of
damage or wear and tear.
Housekeeping department inspects the rooms and informs the Front Office if
everything is in order.
In addition, guests often ask chambermaids for items like irons, pillows, blankets,
hangers, hair-dryers etc. The maids also collect and deliver the guests‘ laundry and things
for the valet service.
Security service
Security service is in charge of keeping order and looks after the safety of the
hotel guests. The hotel Security service protects the guests from all dangers: robbery
and burglary, fire, terrorist acts etc. The Security employees are trained for
emergencies. They are prepared to help the guests in case of fire or other dangers. The
Security employees 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. The security department is in charge of first aid kits.

Questions
1. What services are provided by Housekeeping Department?
2. What are the chambermaids’ daily duties?
3. What are typical guests’ requests?
4. What are the housekeepers supposed to report about?
5. What is Security service in charge of?
6. What safety and security measures are taken in hotels?
7. What drills does the Security Department regularly carry out?
Concierge
Concierge offers assistance with the following services: rail and air booking and
flight confirmation; restaurant booking; arranging sightseeing tours and excursions;
booking tickets to the theatre, concert halls, exhibitions and stadiums; sightseeing and
transport information; providing interpreter‘s service; arranging transfers; visa support.
The service bureau offers the guests a wide range of sightseeing tours.
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Every hotel has its own sightseeing tour programme. The typical Moscow
sightseeing tour programme usually includes: a city tour; the Kremlin (the cathedrals, the
mausoleum); the Kremlin Armory Chamber and Diamond Fund; the Tretyakov Gallery,
the Pushkin Fine Arts Museum; countryside trips to Sergiev Possad, Suzdal, and the
Golden Ring towns, etc.
Some unusual visits are also on offer: The Bolshoi Theatre Wings; The Museum of
Aviation in Monino; The Training Center of Cosmonauts in Zvesdny Gorodok.
The charge rate of sightseeing tours depends on the number of excursionists.
Individual tours (2-4 pax) are more expensive than group tours (5 pax and more).
The concierge also books theatre, circus and concert tickets. When booking theatre
tickets the concierge should inform the clients of booking terms and conditions:
 the latest booking time is 1.00 p.m. on the day of the performance;
 the latest cancellation time is noon of the day of the performance;
 in case of late cancellation, a penalty fee is charged: from noon till 2.00 p.m. –
50% from the ticket cost, after 2.00 p.m. - 100 % from the ticket cost.
In some hotels the concierge offers assistance with visa support. The booking guest is
to send to the hotel a photocopy of his passport (valid within 7 months) and credit card
details (the number and expiry date).
The above documents along with a hotel confirmation voucher of tourist acceptance
are handed over to the consulate. A travel visa can be obtained within 7 days.
Sample Confirmation

Confirmation Voucher of tourist acceptance


Number of entries _________________ Nationality ______________________
Date of entry ____________________ Date of exit ______________________
Surname ________________________ First name _______________________
Date of birth _____________________ Sex _____________________________
Passport number _________________ Purpose of visit ___________________
Itinerary and places of accommodation
_________________________________
Receiving company, address _________ Reference number _________________
Additional information ______________
Date _____________________________ Signature ________________________

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Questions
1. What services are provided by the concierge?
2. What attractions does the typical Moscow sightseeing programmed include?
3. What does the charge rate of sightseeing tours depend on?
4. What are the terms and conditions of booking theatre and concert tickets?
5. What is the procedure of obtaining a visa?

Medical Service
All hotels should provide qualified medical aid. According to the Rules for
Providing Hotel Services in Russia the Hotel is to provide the Guest with free
ambulance call and the first aid kit. Large hotels provide free medical aid 24 hours
round. In case of emergency city medical services are to be provided.
Medical insurance covers all necessary medical assistance. Apart from it some
hotels provide chargeable additional medical services such as dental consultations and
treatment, massage etc.

Recreational Facilities
There is a health and fitness center in all large hotels providing a wide range of
recreational facilities: open-air and inside swimming-pools, a solarium, saunas (Turkish
and Finnish), a Jacuzzi with hydro-massage, gyms, massage service, aerobics and aqua-
aerobics classes etc.
Health club attendants provide guests with bathrobes, slippers and towels. Skilled
fitness instructors work out individual training programs and nutrition diets.
As a rule, swimming-pools, gyms and sauna are not chargeable. There‘s an extra
charge for a solarium, Jacuzzi and massage service. There‘s a hairdresser‘s, a barber‘s, a
beauty parlor and a cosmetologist‘s service at the guests‘ disposal in hotels. The payment
for these services can be made on the spot or billed to the guest‘s account in the
Reception.
The night club offers different kind of entertainment such as dancing, parties with
pop stars, fashion and striptease shows. Recreational facilities may also include a casino.

156
Modern hotels offer a wide range of additional and auxiliary services to meet
guests’ needs and requirements. These are different kinds of shops, designer boutiques,
exchange offices, souvenir stalls, pharmacies, florist‘s, bookstalls, a library, billiards,
bowling etc. Some hotels provide a babysitting service as well.

Questions
1. What medical aid is provided in hotels in Russia according to the Rules for Providing
Hotel Services?
2. How are medical emergencies dealt with?
3. What additional medical service can be provided by hotels?
4. Does the medical insurance cover the additional medical services?
5. What recreational facilities are there in hotels?
6. Which of them are provided free of charge and which of them are chargeable?
7. In what way can the payment for these services be made?
8. What kind of entertainment can hotels offer?
9. What auxiliary services are offered by hotels to meet the guests’ needs and
requirements?

3. Role play the conversations.


1
- Where can I park my car?
- You can park your car in the car park behind the hotel. It‘s free. Or we have a
lock-up underground car park. The entrance to that is behind the hotel, too.
2
- I don‘t have a car and I‘m not sure how I can get to the airport tomorrow morning.
- There‘s no problem about transport to the airport. We have a courtesy coach to
the airport that leaves every half-hour. It only takes ten minutes to get there.
3
- Is there a laundry service in the hotel?

157
- Yes indeed, sir. Just leave your laundry bag behind the door with a laundry slip in
it before nine o‘clock. Your laundry will be collected and returned to you by six
o‘clock in the evening.
4
- Is it possible to send a fax message from here?
- Certainly, sir. You can hand in a fax message here at the reception desk, and we‘ll
send it off for you. Our fax number is 905 23 67, if you need it.
5
- I‘ve got some valuable jeweler with me. I‘d better not leave it in my room, had I?
- That‘s right, madam. The hotel will not take responsibility for valuables left in
a room. But jeweler can be deposited in one of our safe-deposit boxes here at the
reception, and the hotel will then be responsible for its security.
6

7
- Would it possible for me to get my car washed here?
- Certainly, sir. If you give your keys to the hall porter over there by the door he‘ll
arrange it for you. The charge is …
8
- Have you got any information about the floor shows in the hotel this week?
- We have different shows in the hotel every night, madam. Tonight we have Layla
and her belly dancers. You‘ll find a poster on the hotel board giving details of all our
shows for the next two weeks.
9
- Is it possible to book theatre tickets in the hotel?
- Yes, you can get tickets from the concierge, second shop from the end of the corridor.
They make bookings for all the shows.
10
- Can you tell me about your car parking facilities, please?

158
- Well, there‘s the ordinary car park behind the hotel. You can park there free of
charge. Or we have a lock-up underground car park. It‘s completely secure. The
charge for that is … per night.
11
- Hotel Grande Bretagne, can I help you?
- Yes, I phoned you earlier about the business facilities in your hotel, and you gave me
some information. Can we just run through it again?
- Certainly, sir.
- Right, concerning secretarial services, sending faxes and so on, can you just tell me
again what the hotel offers?
- Yes, indeed, well we have a fully equipped business centre with everything you need
including a full range of secretarial services with Internet access, e-mail and so on.
You can also send and receive faxes at any time, and we have full translation
services. And if you wish we can even get you a bilingual tour guide for a trip
around the city.
- Well, I‘m not sure we‘ll get too much time for the city tour, but it sounds like a great
idea. OK, let‘s see, that‘s secretarial, and we might need translations in several
languages.
- That‘s no problem, sir. Just let us know in advance which languages you need and
we can arrange everything.
- Good, well, I think that‘s all. I have the price list here so I‘ll get back to you in a day
or two when I‘ve been through it all again.
- Thank you very much, sir, we look forward to hearing from you.

4. Listen about the hotel’s valet service and mark the sentences as true or false.
1. The hotel offers valet service for free.
2. The hotel advises guests to remove expensive items from their cars.
3. Guests need their valet tickets in order to pick up their cars.
5. Complete the sentences with the words from the word bank.

▪ uniform ▪ park ▪ valuables ▪ convenient ▪ parking attendant ▪ valet parking

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1. There are not a lot of places to ____ a car downtown.
2. The Wilsons use the hotel‘s valet service because it is more ____ than looking for
a parking space.
3. Mrs Peter put her jewelry and other _____ in a drawer where nobody else can find
them.
4. The _____ took the car keys and parked the guest‘s car.
5. Allen‘s wear a ____ to work so people will know he is an employee.
6. James uses _____ instead of driving around for a parking space.
6. Choose the correct word or phrase in brackets.
1. The parking attendant gives Mr Wilson a (valet ticket/ parking attendant) so that
he can‘t get his car back easily when he returns.
2. Gertrude uses the (car keys/ parking garage) to unclock her car and turn the car
on.
3. James puts his car in the garage so it will be (valuable/ safe). He doesn‘t want
anything bad to happen to his car.
4. The hotel‘s (uniform/ parking garage) is very large and can fit many cars inside.
7. Listen to a conversation between a hotel guest and a parking attendant. Then
choose the correct answers.
1. What does the hotel guest want?
a. help finding her valuables
b. for the attendant to park her car
c. directions to the parking garage
d. instructions for picking up her car
2. What items does the parking attendant need from the guest?
a. the valet ticket b. the parking fee c. the room number d. the car keys

8. Role play the situation.


Student A: You are a hotel guest, and you need to use the valet service. Ask Student B
questions to find out:
 what items the parking attendant needs

160
 what you need to do before you leave your car
 how to pick up the car
Student B: You are a parking attendant at Royal Point Hotel. Answer Student A‘s
questions. Give Student A instructions for picking up his or her car.

9. Look at the pictures and describe the procedure of rendering hotel services.
Parking the guest’s car

Ms Parin‘s car pulled up in front of the hotel. After the driver‘s door
opened, Teri held it open.

Don opened the passenger Ms Parin gave Teri her keys Teri got into the
door and unloaded the and a tip. driver‘s seat.
luggage from the trunk.

She adjusted the seat and the She buckled her seat belt and put the car into
rear-view mirror. drive.

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She drove into the parking She turned the headlights She drove down a
garage. on because the garage was ramp toward the valet
dark. parking spaces.

She found an empty space and pulled into it.

She put the car in park and set the parking brake. She turned the ignition off.

Then she made sure the lights were A few minutes later, she gave the keys
off. to the front desk.

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Laundry Service

A pair of Maryn‘s pants She opened the closet and took out the laundry bag.
had a stain on them.

She put the pants in the bag and filled out the laundry form. She added the
form to the bag
of laundry.

She left the bag That evening, Susan, the Susan dropped off the
outside her room. housekeeper, collected the clean clothes in the
dirty laundry. morning.

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Housekeeping: Bringing Extra Amenities to the Room

Mr Reynolds dialed ―zero‖ to speak to He asked to be connected to


the swicthboard operator. housekeeping.

He identified himself. He asked for extra He also needed a


pillows. complimentary
toothbrush.

The housekeeper offered to bring him The housekeeper knocked on Mr


the items. Reynolds‘ door.

164
Using the Business Centre

Ms Randall went the hotel‘s business She logged on to the computer with
centre. her room number.

She checked her e-mail. She searched for some information on


the Internet.

She did some word processing and printed a document out.

165
She photocopied the document and then sent a fax to her office.

Using the Fitness Centre

Sandra went to the fitness centre to To warm up, she did some stretches.
work out.

Then she did some aerobic exercises by riding a stationary bike, using a stair
stepper and running on a treadmill.

166
For upper-body She cooled down and then went back to her room to
strength, she lifted take a shower.
weights.

10. Practice the speech patterns.


Business center
 Is there a Business center in your hotel? When is it open?
 The Business center is open round-the-clock.
 What kind of services does the Business center offer?
 The Business center offers the following services: satellite phone connections;
photocopying service; lamination of documents; computer usage and Internet
access; an interpreter‘s and a translator‘s service; secretarial service; meeting and
conference facilities.

Car rental
 Can I rent a car? What papers do I need?
 This is my international driving license (permit).
 I‘d like to rent this car for two days.
 How much does it cost per week (per day)? Does the price include insurance?
 Do I need to pay a deposit?
 How much does it cost for additional mileage?
 Where can I drop off the car?
 Could you send a car to my hotel tomorrow morning?
 I‘d like to make a car insurance claim.

167
 Can I rent a chauffeured car for three hours?
 What car model do you prefer?
 Is there a lock-up car park in the hotel? Is the car park patrolled?
 Where is the nearest gas station?

Keeping valuables & personal things


 Where can I leave valuables in your hotel?
 A safe deposit box is available at the Reception.
 How much does it cost to use it?
 Safe deposit safes are available free of charge.
 Our hotel also provides guests with an in-room safe box.
 How can I use the in-room safe box?
 You have just to program a code to open or close the safe- box.
 We have to remind you that the hotel doesn‘t take any responsibility
for the money and valuables left in the guestroom.
 Where can I leave the bulky luggage?
 You can leave your luggage in the luggage room on the ground floor. It‘s open
round the clock.
 Is there the Lost and Found in the hotel? I seem to have lost my wallet.
 The Lost and Found is on the ground floor, next the luggage room.
Housekeeping service
 Is there a laundry service in the hotel?
 Things are washed, ironed and delivered within 24 hours.
 I want to have my suit cleaned right now.
 There‘s an express laundry and dry cleaning available in the hotel.
 Our hotel runs special laundry service for our guests.
 You can have your laundry done and your clothes pressed.
 Special laundry bags with a pricelist are placed in your wardrobe.

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 The washing handed in by 9.30 a.m. will be returned to you after 5.30 p.m. on the
same day.
 Your chambermaid will take your washing.
 You‘ll find the laundry bill attached to the bag. You can pay it when checking out.
 Is there a dry cleaning in the hotel? I want an express service.
 The maid will arrange it for you. But you‘ll have to pay extra for an express
service.

 I want my trousers cleaned and pressed. Who can do it for me?


 There‘s a valet service in the hotel. You can ask the Housekeeper. She‘ll
 arrange it for you.
 When can I have it back? -Your things will be ready in an hour.
 Will you see to the stain being removed?
 Where can I have my shoes polished?
 There is a free shoe shining machine to the left of the entrance.

Booking Excursions & Tours


 This is my first visit to your city. I‘d like to go on a city tour.
 What attractions would you recommend me to visit (see)?
 I highly recommend you to visit the Picture Gallery/ the Fine Arts Museum/the
Kremlin/ the cathedrals/ the modern arts exhibition.
 What excursions do you offer?
 We arrange city tours/ excursions to the Kremlin including the cathedrals and
mausoleum/ excursions to the Kremlin Armory Chamber and Diamond Fund/
excursions to the Tretyakov Picture Gallery/ Pushkin Fine Arts Museum/
countryside tours (Sergiev Posad, Suzdal etc.)/ trips to museum-estates.
 We can offer you a guided tour.
 You‘ll have an English-speaking guide.
 Can you offer any walking city tours?
 You can book on a Kremlin walking tour.
169
 How long does the tour last and what attractions does it include?
 The walking tour lasts about an hour. You‘ll see the Red Square, St. Basil
Cathedral, the Mausoleum, the Kremlin cathedrals and other attractions.
 Can I book on an excursion to the Tretyakov Gallery here?
 Do you prefer an individual or group excursion?
 Do you offer a guided individual excursion?
 Do you arrange Golden Ring tours?
 We can offer you a one-day or two-day guided Golden Ring tours.

Theatre and Concert Service


 Where can I book theatre or concert seats?
 You can book theatre seats at the Concierge‘s.
 What performances/concerts are on tonight?
 What‘s on at the Bolshoi tonight?
 They are giving ―The Swan Lake‖/ ―The Nutcracker‖/ ―The Sleeping Beauty‖/
―Giselle‖/ ―Boris Godunov‖/ ―Traviata‖ at the Bolshoi.
 Where can I see the theatre repertoire?
 What can you advise me to see?
 What seats would you like?
 Have you got anything in the orchestra stalls/ the stalls/ the dress-circle/ the pit/ the
box?
 I‘d like to book two seats for a matinee/ an evening performance/ a concert in the
conservatoire/ for a show in the circus.
 I‘m very sorry, but the house is sold out.
 What time does the matinee/ the evening performance/ the circus performance
begin?
 The matinee begins at 12 noon and the evening performance begins at 7 p.m.
 Is it possible to see some video films in the hotel?
 There‘s an in-house movie channel in the hotel.

170
Flight and Rail Reservations
 Where can I book on a flight?
 You can do it at the concierge‘s.
 When is the next flight to …?
 Is this a non-stop flight?
 How long is the flight?
 What is the arrival time?

 Is there a stopover en route?


 You‘d better book air or rail tickets well in advance.
 I‘d like to travel first/ economy/ business class.
 Do you want a (an) single (one-way)/ return (round trip)/ open date
return ticket?
 The airfare to … is … .
 The check-in for domestic/ international flights is 1 hour (2 hours)
before the departure.
 Is the airport far from the city?
 What is the normal free baggage allowance?
 The norms of free baggage depend on the airlines and class of travel.
 General norms are:
- first class – 40 kg.
- business class – 30 kg.
- economy class – 20 kg.
 Normally a fee is charged for excess baggage.
 What railway station do trains for … leave from?
 Is there a through train to …?
 How much is a first-class (SV)/ second-class/ third-class sleeper?
 Do you want a (an) executive/ express/ regular train sleeper?
 Do you want a two-berth or four-berth compartment sleeper?
 I want a (an) lower/ upper berth in a second class sleeper.
 Could you give me a first class single (return) ticket to …?
 Is there a dining-car in the train?
171
11.Translate the conversations in English. Make use of the speech patterns in Ex.
10.

1
- В гостинице есть прачечная?
- Да, гостиница предоставляет услугу по стирке белья. Вещи стираются, гладятся
и доставляются в течение 24 часов. В гардеробе вашего номера вы найдете
специальные пакеты для белья c прейскурантом цен. Белье, сданное до 9.30,
будет возвращено после 5.30 вечера этого же дня.
- Где я могу оставить вещи для стирки?
- В номере. Горничная, которая убирает ваш номер, заберет белье в стирку.
- Когда я должен оплатить счет за стирку белья?
- Счет будет приложен к пакету. Вы можете оплатить счет при выезде.
2
- В гостинице есть химчистка? Мне нужно срочно почистить костюм.
- В гостинице есть срочная прачечная и химчистка. Горничная вам поможет, но
вам придется заплатить за срочную чистку.
- Мне нужно также почистить и погладить брюки. Кто это может сделать?
- В гостинице есть служба по чистке и утюжке одежды. Обратитесь в поэтажную
службу. Они все сделают.
3
- Где можно почистить обувь?
- Налево от входа имеется бесплатный автомат по чистке обуви. Вы также можете
обратиться к горничной. Она может почистить вам обувь. Она сделает это
быстро.
4
- Мне нужно отремонтировать обувь. В гостинице есть ремонтная мастерская?
- Да, в гостинице есть ремонтная мастерская. Там вам починят обувь в вашем
присутствии.
5
- Я впервые в вашем городе. Я хотел бы поехать на экскурсию по городу. Какую
экскурсионную программу вы предлагаете?
172
- Мы предлагаем следующие экскурсии: обзорную экскурсию по городу;
посещение Кремля, включая соборы, мавзолей; посещение Оружейной палаты
и Алмазного фонда в Кремле; экскурсию по Третьяковской галереи и
Пушкинскому музею изобразительных искусств, а также загородные поездки
(Сергиев Посад, Суздаль и т.д.) и экскурсии в музеи-усадьбы.
6
- Вы можете предложить какие-нибудь пешеходные экскурсии по городу?
- Да, конечно. Вы можете совершить экскурсию по Кремлю.
- Как долго продлится экскурсия, и что мы сможем посмотреть?
- Пешеходная экскурсия длится около часа. Вы побываете на Красной площади и
увидите собор Василия Блаженного, Мавзолей, соборы Кремля и другие
достопримечательности.
- Экскурсия проводится в сопровождении гида?
- Да, у вас будет англо-говорящий гид.
7
- Можно записаться у вас на экскурсию в Третьяковскую галерею?
- Вы предпочитаете индивидуальную экскурсию или групповую?
- Индивидуальную. Вы предлагаете услуги гида для индивидуальной экскурсии?
- Да, конечно, все наши экскурсии в сопровождении гида.
8
- Могу я у вас приобрести билеты в театр или на концерт?
- Да, конечно. В какой театр вы хотите пойти?
- Мне хотелось бы сходить в театр опера и балета.
- Тогда я рекомендую вам пойти в Большой театр.
- Где можно посмотреть театральный репертуар?
- Вот спектакли на эту неделю.
- А что сегодня идет в Большом театре?
- Сегодня в Большом балет «Лебединое озеро».
- Можно заказать у вас два билета на вечерний спектакль?
- Я посмотрю, что я могу вам предложить. Я могу предложить вам места

173
в партере, амфитеатре и бельэтаже.
- 2 места в первых рядах партера, если можно.
- Да, конечно.
9
- Можно заказать билеты на самолет в вашей гостинице?
- Да, у нас вы можете заказать билеты на любой рейс или поезд. Обратитесь,
пожалуйста, в службу консьержа.
- Где можно посмотреть расписание самолетов и поездов?
- Там же вы можете ознакомиться с расписанием рейсов и поездов.
- Аэропорт далеко от города? Во сколько я должен выехать из гостиницы, чтобы
не опоздать на регистрацию?
- Международный аэропорт находится в часе езды от центра города,
но лучше выехать заблаговременно, чтобы проскочить пробки.
10
- Можно у вас заказать билет на поезд до Санкт-Петербурга?
- Вам нужен билет в фирменном, скором или пассажирском поезде?
- В фирменном, если можно. Сколько стоит билет в мягком вагоне?
- Билет в мягком вагоне в фирменном поезде стоит … рублей.
Вы предпочитаете двухместное или четырехместное купе?
- Мне нужно 2 нижних места в четырехместном купе.

12.Translate into English.


1. В гостиницах предусмотрен широкий спектр дополнительных услуг для
клиентов.
2. Гостиницы с высоким уровнем обслуживания должны иметь следующие
службы по предоставлению дополнительных услуг: бизнес центр; бюро
обслуживания (служба консьержа); оздоровительный центр (бассейн, джакузи,
солярий, сауна, массаж, тренажерный зал); прачечную, химчистку, службу по
чистке и утюжке одежды; парикмахерские (салон красоты) и др.
3. В бизнес-центре гостям могут предоставлять следующие виды услуг:
пользование спутниковой междугородней и международной телефонной
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связью; копировальные работы; ламинирование, брошюровальные работы;
предоставление компьютера с выходом в Интернет; оказание переводческих
услуг; оказание услуг секретаря, стенографистки; редактирование; прокат
видеотехники; аренда специальных помещений для проведения конференций,
встреч, переговоров, презентаций.
4. Современные гостиницы располагают переговорными комнатами и конференц-
залами для проведения деловых мероприятий: конференций, конгрессов,
симпозиумов, рабочих встреч и пр.
5. Переговорные помещения оборудованы всем необходимым для проведения
таких мероприятий: системами синхронного перевода; установками
концертного света; звукоусиливающим оборудованием; маркерными досками;
флип-чатами; экранами; проекторным оборудованием; аудио- видео средствами.
6. В Москве практикуется аренда автомобилей с водителем в целях безопасности
клиентов.
7. В некоторых гостиницах предусмотрен бесплатный мини-автобус, который
курсирует между отелем и центром города. Особо важным гостям
предоставляется бесплатный транспорт.
8. Для того, чтобы гарантировать сохранность имущества клиентов в гостиницах
разработаны комплексы мер безопасности.
9. К услугам проживающих гостиницы предоставляют камеры хранения и сейфы.
Как правило, хранение ручного багажа бесплатное. Хранение вещей больших
габаритов производится за плату.
10.Для хранения ценных вещей, к услугам проживающих предоставляются
депозитные сейфы, расположенные в службе приема и размещения и
индивидуальные сейфы в гостевых комнатах.
11.Гостиница не несет ответственности за ценности, не сданные на хранение.
12.За бытовое обслуживание проживающих в гостинице отвечает хозяйственная
служба.

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13.В обязанности горничных входит уборка номеров, проветривание помещения,
смена постельного белья, вытирание пыли, чистка ковров, замена полотенец и
уборка ванных комнат, вынос мусора.
14.Горничные выполняют легкую косметическую уборку (замена полотенец и
туалетных принадлежностей), текущую ежедневную уборку (после ночевки
гостя), генеральную уборку (после выезда гостя).
15.Горничные также должны своевременно сообщать обо всех признаках
повреждений и износа.
16.Горничные также забирают и доставляют белье для стирки и вещи для чистки и
ремонта.
17.Служба безопасности обеспечивает поддержание порядка и безопасности
клиентов гостиницы.
18.Служба безопасности предупреждает различные случаи, угрожающие
безопасности проживающих, такие как, кражи, возникновение пожаров,
террористические акты и пр.
19.Сотрудники службы безопасности знают, как действовать в условиях
чрезвычайных ситуаций. Они должны вовремя предупредить проживающих о
возможной опасности.
20.Служба безопасности также отвечает за исправность противопожарной
сигнализации и огнетушителей во всем отеле.
21.Служба консьержа предлагает гостям воспользоваться такими услугами как:
заказ железнодорожных билетов, резервирование мест и подтверждение брони
на авиарейсы; резервирование мест в ресторанах; организация экскурсионного
обслуживания; заказ билетов в театры, концертные залы, музеи, на выставки,
стадионы; предоставление информации о достопримечательностях города и
маршрутах городского транспорта; оказание переводческих услуг; организация
встречи и проводов гостей; визовая поддержка.
22.Оплата экскурсионного обслуживания производится по тарифу и зависит от
количества людей. Индивидуальное обслуживание (от 2-х до 4-х человек)
дороже, чем групповое обслуживание (от 5-ти и более человек).
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23.Служба консьержа также осуществляет заказ билетов в театры, цирк, на
концерты. Принимая заказ, необходимо информировать клиентов об условиях
оформления заказа:
 крайний срок заказа – в 13.00 в день спектакля, представления или
концерта;
 крайний срок отмены заказа, сделанного заранее, – в 12 часов в день
спектакля, представления или концерта;
 в случае отмены заказа – с 12.00 до 14.00 – в день спектакля взимается
неустойка в размере 50% от стоимости заказа, а после 14.00 – 100% от
общей стоимости заказа.
24.На основании Правил предоставления гостиничных услуг в РФ «исполнитель
обязан предоставить потребителю без дополнительной оплаты услугу вызова
врача скорой помощи и пользование медицинской аптечкой».
25.В некоторых гостиницах предлагаются дополнительные платные медицинские
услуги: консультации и лечение у стоматолога, массаж и т.д.
26.Во всех крупных отелях есть спортивно-оздоровительные комплексы,
предлагающие большой набор услуг для занятия спортом и отдыха: открытые и
крытые бассейны, солярий, сауны (турецкие и финские), джакузи с
гидромассажем, тренажерные залы, массаж, занятия аэробикой и аквааэробикой
и другие.
27.Опытные инструкторы фитнес центра разрабатывают индивидуальные
программы для занятия спортом и подбирают соответствующие программы
питания.
28.Как правило, посещение бассейна, сауны и тренажерного зала входит в
стоимость номера. За пользование солярия, джакузи и за услуги массажиста
взимается дополнительная плата.
29.В отелях гостям предлагаются различные развлекательные программы:
организация танцев, вечеринок с концертными номерами звезд эстрады, показ
коллекций одежды, и др.

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30. Современные гостиничные предприятия предоставляют широкий спектр
дополнительных и сопутствующих услуг для своих проживающих для
максимального удовлетворения их нужд и запросов.

13.Speak about the hotels services and facilities.

Self-check
1. What kind of facilities can be found in a high class hotel?
2. What services does the business center provide?
3. What car service is provided in some hotels?
4. What business events are usually held in hotels?
5. What conference equipment is used in hotels?
6. What are the terms and conditions of booking conference facilities?

7. What facilities are provided for keeping valuables in a hotel?


8. What is the hotel rule about keeping valuables?
9. What services are provided by Housekeeping Department?
10.What are the chambermaids‘ daily duties?
11.What safety and security measures are taken in hotels?
12.What services are provided by the concierge?
13.What attractions does the typical Moscow sightseeing programmed include?
14.What are the terms and conditions of booking theatre and concert tickets?
15.What recreational facilities are there in hotels?
16.Which of them are provided free of charge and which of them are chargeable?
17.What auxiliary services are offered by hotels to meet the guests‘ needs and
requirements?

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MODULE 3
TELEPHONING
Тема: этикет общения по телефону; технология работы службы телефонных
операторов в гостинице

1. Study the vocabulary.

1. a call - телефонный звонок, разговор


a long-distancе call - междугородний разговор
syn. a trunk call
to book a call - заказать телефонный разговор
2. to answer the telephone - подойти к телефону
answer phone - автоответчик
3. to break down - ломаться
4. to break up - слабеть (о телефонном сигнале)
5. to call back - перезвонить
6. to cut off - прерывать, разъединять
7. to reach sb. on the phone - дозвониться до кого-либо
syn. to get sb. on the phone
8. to get in touch with sb. - связаться с кем-либо по
syn. to contact sb. телефону
9. receiver - телефонная трубка
to take up the receiver - поднять трубку
to put down the receiver - повесить трубку
syn. to hang off / to ring off
10.to hang on - оставаться на линии, не вешать
syn. to hold on трубку
to hold the line
11.to dial - набирать номер
12.faint - слабый, неотчетливый

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13.to put sb. through - соединить по телефону
syn. to connect
14.to read back - повторить услышанную
информацию
15.switchboard - коммутатор
16.extension - добавочный номер
17.buzz (buzzing) - гудки
18.a tone/ a beep - звуковой сигнал
19.a message - сообщение
to take a message - принять сообщение
to leave a message - оставить сообщение
20.a directory - телефонный справочник
Speech patterns
1. Can I speak to …? - Можно попросить к
телефону …?
2. Who is calling? - Кто звонит?
3. John (is) calling. John (is) - Это говорить Джон.
here. John (is) speaking.
4. Speaking. - Я вас слушаю. (Говорите.)
5. You are wanted on the phone. - Вас к телефону.
6. Extension 305, please. - Добавочный 305, пожалуйста.
7. You are through. Go ahead. - Вас соединили. Говорите.
8. Hold on! Hold the line! - Не вешайте трубку.
9. Hang up! I’ll call you back. - Повесьте трубку, я перезвоню.
10.Speak up, please. I can’t hear - Говорите громче. Я вас не
you. - слышу.
11.You are very faint. - Вас не слышно.
12.The connection is poor. - Связь плохая.
13.We were cut off. - Нас разъединили.

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14.Is there any message for me? - Мне что-нибудь просили
- передать?
15.What’s the code for Moscow? - Какой код города Москвы?
16.The line is busy (engaged). - Номер занят.
17.Mr. Brown is on the other line. - Господин Браун говорит по
18. Mr. Smith isn’t available. другому телефону.
- Господина Смита сейчас нет на
месте.

2. Practise the sentences with the active vocabulary.


1. I‘d like to make a long-distance call to London.
2. I‘ve got two trunk calls to make today.
3. I‘ll give you a ring as soon as I arrive.
4. I want to make a personal call to New York.
5. Can you put me through to Mr. Brown, please?
6. Hold on… trying to connect you. You are through. Go ahead.
7. Have you got in touch with the travel agency?
8. Mr. Smith, you are wanted on the phone. Answer the call, please.
9. This is number 237 54 89. Unfortunately we aren‘t in at the moment. If you
want to leave an answer phone message you may do it after the beep. We‘ll
call you back later.
10.What number shall I dial to get in touch with the Reception?
11.I need to ring up Room Service. What number shall I dial? – Ask the
switchboard operator to put you through to extension 12.
12.The connection is poor. I‘ll try to get in touch with you later.
13.Hang off, please. You‘ve been on the phone for half an hour. I need to make an
urgent call.
14.Mr. Black, there’s a message for you.
15.Mrs. Johnson isn‘t in. Would you like to leave a message for her?

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3. Practise the telephone conversations.
1
- Hello, Mr. Brown‘s office.
- Can I speak to Mr. Brown, please?
- I‘m afraid, Mr. Brown is on the other line. Will you hold on?
- OK. I‘ll hold on.
2
- Switchboard operator here.
- Could you put me through to extension 1315?
- Hold the line, please… You‘re through. Go ahead.
- Thank you.
3
- Hello, can I speak to Mr. White?
- Mr. White, you are wanted on the phone. Answer the call, please.
- Speaking. Who‘s calling?
- This is Mary.
4
- We are unable to answer your call right now. Please leave your name, number and a
brief message after the beep, and we‘ll get back to you as soon as we can.
- This is Susan Brown calling for John. My number is 123 45 76. Please call me this
evening. I need to talk to you about the Taiwan trip. I‘ll be home till 9.30.
5
- Hello, hello, are you there?
- The connection is poor. Could you speak up, please?
6
- Operator, we were cut off.
- I‘ll try to connect you again.
7
- Sorry, Mr. Green isn‘t available.
- Can I leave a message?
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- Sure. Go ahead.
8
- I‘ve been dialing the number for a long time but I can‘t get through.
- One moment. I‘ll check the line.
9
- Hello. May I speak to Mr. Roberts?
- Sorry, sir. Mr. Roberts is not available. Is there any message?
- No, thank you. I‘ll call back later.
10
- Hello. May I speak with me Black for a minute?
- Hold the line, please.
- Thank you.
- Sorry, the line is engaged.
11
- Good morning.
- Good morning. May I have extension 32, please?
- The line is busy. Will you hold on, please?
- Yes, thank you.
12
- Hello. Could you help me? I‘ve been dialing 345 19 08 for the past hour but I can‘t
get through.
- One moment, please. I‘ll check the line. …You are through, sir. Go ahead.
- Thank you.
4. Match the phone words with the definitions.
1. hang up a. a book of telephone numbers
2. outside line b. a call to someone in the same area
3. dial tone c. the noise before you leave a voicemail
4. beep message
5. operator d. you need one to make a call outside

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6. local call the hotel from a hotel room phone
7. long distance call e. a call to another part of the country
8. directory f. put the phone down
g. the noise you need to hear before you
enter a number
h. person who helps you to make a call

5. Match the situations with the pictures.


1. put calls through for restaurant bookings
2. take rooms bookings
3. put calls through to guests
4. deal with manager‘s calls
5. take messages

6. You are the receptionist. Complete these offers of help.


1. ______________ leave a message?
2. ______________ connect you right away.
3. ______________ I try her room for you?
4. ______________ tell him you‘re running late.
5. ______________ speak to reservations?
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6. ______________ I take a message?
7. ______________ give her the message.
8. ______________ book a table for lunch?
7. Put the words in the correct order to make offers of help.
1. to reservations/ through/ put/ you/ I‘ll.
2. Like/ you/ reserve/ would/ a parking space/ to?
3. You/ for dinner/ can/ a table/ book/ I?
4. I /a message/ take/ could?
5. of/ request / a note/ I‘ll/ make/ your
6. speak/ would/ to the duty manager/ to/ like/ you?
7. His voicemail/ connect/ I‘ll/ to / you
8. hold the line/ connect/ please/ his room/ you/ to / and I‘ll
8. Use each word or phrase once to complete the text.
▪ running late ▪ switchboard ▪ connects ▪ put calls through ▪ makes a note ▪
hold the line ▪ hold their rooms ▪ arrange

Jessica works on the hotel 1________ at the Como Hotel in Milan. Most of the time,
she can 2____________ to the different hotel departments or the guests‘ rooms. She just
asks the callers to 3_________ while she 4 __________ the calls. Sometimes, guests call
to ask for a child‘s bed in their room. Jessica asks housekeeping to 5_________ this.
6 7
Guests who are _________ often call to inform reception. Jessica asks reception to
____________. If there‘s a call for the manager and he‘s not in his office, she
8
___________ of any message and leaves it on his desk.
9. Match the following phrasal verbs with the definitions.
1. break down a. lose clear phone communication
2. break up b. stop working
3. cut off c. return someone‘s phone call
4. speak up d. talk more loudly
5. call back e. repeat important spoken information

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6. read back f. be disconnected

10.Complete the sentences with the correct form of the phrasal verbs in Ex 9.
1. I ask her to _____ - her voice was so faint I couldn‘t hear what she was saying.
2. He was giving me his details when we were suddenly _______ and I had to call
again.
3. If a hire car _____, the company will get a new one to you straightaway.
4. The signal is very weak here at the moment. Can you repeat that, please?
5. When you give your address over the phone, ask the other person to ____ it _____
to you.
6. I‘m afraid the signal is ______ at the moment. Can you repeat that please?
11.What expressions can you use to help with a difficult call in these situations?
1. You can‘t hear the caller very clearly.
You’re very faint. Could you ________, please?
2. Someone is speaking too fast.
Could you ___________?
3. It‘s difficult to understand what someone is saying, so you want to hear it again.
Could you __________?
4. The line is not good.
I’m _______, this ____________.
5. You missed the person‘s name.
I’m _____, I didn’t _______.
6. You want to be sure you have written the name correctly.
Could you __________?

12.What would you say in the following situations?


1. You‘d like to find out if Mr. Brown is available.
2. You‘d like the operator to put you through to extension 34.
3. You‘d like to leave a message for your client about the package tour he‘s booked
with your travel agency.
4. You promise your client to get in touch with him about the information he needs.
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5. The connection is poor. You ask the caller to call you back.
6. You‘d like to book a trunk call to London.
7. There‘s a call at your office. The caller wants to speak to Mr. Green.
8. You‘re going to be away for some time. Dictate the information for callers on the
answer phone machine.

13.Respond to the following phrases.


1. Can I speak to Reservations, please?
2. Who‘s calling?
3. I want extension 48.
4. Can I leave a message for Mr. Black in Room 312?
5. I can‘t hear a word. Can you give a better line?
6. Could you put me through to Mrs. Red, please?
7. I‘d like to make a long-distance call. Can I do it from my hotel room?
8. Could you put me through to Reception, please?

14.Here are four situations an operator deals with on the phone. What would an
operator say in each case? Match the situations 1-4 with the phrases A-D.
1. A caller asks to speak to a guest. a. I‘m sorry. There‘s no answer in
2. The operator calls the room but the room 23. Can I take a message?
line is busy. b. Room 23, I‘ll put you through.
3. The operator offers to take a c. Certainly, I‘ll make sure they
message. get the message.
4. The guest asks to leave a message. d. I‘m afraid the line is busy.

15.a. Look at how a hotel receptionist replies to different callers.


1. Hold the line, please. I‘ll put you through to reservations.
2. I‘m afraid she isn‘t here at the moment. Can I make a message?
3. Would you like to speak to the Duty Manager?
4. Can I ask him to call you back?
5. I‘m sorry. There‘s no answer from room 301.
6. Could you repeat that, please?
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7. Just a moment. I‘ll check for you.
8. Could I have your name, please?
9. The line‘s busy at the moment. Will you hold?
10.If you give me your number, I‘ll call you back.
b. What do you think each caller said first?
Example: Hello. I’d like to reserve a room, please.

16.Four different callers are phoning the Plaza Hotel. Read the conversations and
complete the message notes. Then role play the conversations.
TELEPHONE MESSAGE
For …………………………….. Room number …………………
From ……………………………
Message ………………………………………………………………..

1
- Hello, Plaza Hotel, can I help you?
- Yes, can you put me through to Mr. Jackson, it‘s room 132.
- I‘m afraid the line is busy, would you like to hold on?
- OK, I‘ll hold on.
- The line‘s still busy, I‘m afraid.
- I‘ll leave a message, will you tell Mr. Jackson to call Peter at home.
- Certainly, sir.
2
- Hello, Plaza Hotel, can I help you?
- Yes, good morning, room number 529, please, Angela Morris should be there.
- I‘ll put you through. I‘m afraid there‘s no answer, can I take a message?
- Yes, it‘s Mr. Mori – that‘s M-O-R-I. I‘ll call again later.
3
- Good morning, Plaza Hotel, can I help you?
- Yes, good morning, can I speak to Bill Preston in suite 205?

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- Right, madam, just connecting you… I‘m afraid there‘s no answer, would you like
to leave a message?
- Oh dear, yes, tell him I‘ll meet him in the hotel at 7 p.m.
- And your name, please?
- It‘s Paola Neri.
- Could you spell that, please?
- Yes, it‘s P-A-O-L-A N-E-R-I.
- Thank you, I‘ll make sure he gets the message.
- Thank you.
4
- The Plaza Hotel, can I help you?
- Yes, I‘d like to speak to Jacqueline Dupont, in room number 398, please.
- I think I saw her leave, I‘ll just check. I‘m sorry, madam, but there‘s no reply from
her room.
- Can I leave a message?
- Yes, of course.
- Tell her to call the office as soon as possible, would you?
- Certainly, I‘ll make sure she gets the message.
- Thank you.

17.Complete the dialogues below with the correct words in the gaps. Choose the
words yourself.
1
- Hello, Plaza Hotel, _____ I help you?
- Yes, you can _____ me ____ to Rosemary James, it‘s room 213.
- I‘m afraid the ____ is busy, would you like to _____?
- OK, I‘ll _______.
- The line‘s still _____, I‘m afraid.
- In that case I‘ll _____ a message.
2
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- Good morning, can I ____ room 87, please?
- I‘m afraid there‘s no _____, can I ____ a message?
3
- Can I ____ to Pierre Chantry in suite 2, please?
- Right, madam, I‘ll ____ you ____.
- There‘s _____ answer, would you like to ______ a message?
4
- Hello, Plaza Hotel, can I help you?
- Yes, can you ______ me _____ to Jane Campbell in room 101?
- Just ______ you… I‘m sorry, madam, but there‘s ____ reply from her room.
- Can I _____ a message?
- Yes, of course.
- Tell her to ____ the office as soon as possible.
- Certainly, I‘ll ____ her the message as soon as she returns.

18.Complete the sentences with prepositions where necessary.


1. Is it difficult to speak … a foreign language … the telephone … your opinion?
2. He picked … the receiver but he couldn‘t recognize the voice … the other end …
the line.
3. Don‘t hang …, please. I want to leave a message … her.
4. I couldn‘t find her telephone number … my telephone book and dialed … the
Information.
5. Will you please give me the telephone number … Mrs. N?
6. When he picked … the receiver it was already late, the person … the other end …
the line had hung … .

19.Read the text about telephone service in hotels and answer the questions.
Telephone service
Telephone service may be called in different ways: telephone station, switchboard
or PABX. PABX stands for private automatic branch exchange. This area is commonly
referred to as the switchboard and is staffed by switchboard / telephone operators.
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Most large hotels have room-to-room dialing by which guests in one room can dial
directly to another room. There is the home and outside line phone in most of hotels.
The greatest duty of a telephone operator is that of transferring calls from outside
the hotel to the appropriate guest room. For security measurement, operators must do this
without giving out the room number of a hotel guest.
The telephone operator may seldom be face-to-face with guests of the hotel, but
plays an important role in representing the hotel to the guest. For this position, a friendly
and courteous tone of voice is all-important.
The duties of the telephone operator include:
 Answering incoming calls
 Directing calls to guestrooms through the switchboard / PABX system
 Providing information on guest services
 Processing guest wake-up calls
 Answering inquiries about hotel facilities and
events

If the guest wants some service such as a wake-up call, room service or bell
service, he may call the switchboard operator. The operator can connect the guest with
any hotel service: the Front Office, the Housekeeping, the Bell Service, the Room
Service or the concierge.
The operator handles outside calls too: local, long-distance and international.
If the caller asks to put him through to the guest‘s room number and the guest isn‘t in at
the moment, the operator should take a voice or text message for him. Forms for taking
telephone messages read: date, time, caller‘s name, guest‘s name, room number,
operator‘s name.
The guest‘s message can also indicate the following: ―Urgent!‖, ―Call him (her)‖,
―Call back later‖ etc.
The phone bills are posted to the guest’s account and are settled when the guest
checks out.

191
Questions
1. What is hotel telephone service called? What does PABX stand for?
2. What are the duties of a telephone operator?
3. What is the telephone operator supposed to do if the guest the caller is calling isn‘t
in?
4. What method of payment is used to settle the telephone bills?

20.Read another text and answer the questions.


Slow down, please!
Speed is one of the biggest problems for understanding people on the phone.
Native speakers, especially business people, often speak very quickly on the phone. Here
are some tips to get them to slow down!
 Immediately ask the person to speak slowly.
 Repeat each piece of information as the person speaks – repeat each letter as they
spell and each number as they say it. This is a very effective way to slow someone
down.
 Don‘t say you‘ve understood if you haven‘t. We often hope the next sentence will
help us understand. Ask the person to repeat until you have understood.
 If the person still doesn‘t slow down, say a quick sentence or two in your own
language. This will remind them that they are lucky to be able to use their own
language to communicate. Always apologize to a customer afterwards if you have
to do this in case they think you are rude.
Questions
1. What is one of the biggest problems for understanding people on the phone?
2. What is the best thing to do straightaway in this situation?
3. What is one very successful method for getting speakers to slow down?
4. What final thing can you try?
5. Why is an apology a good idea afterwards?

192
21.Look at these rules of behaviour for using the phone. Which do you think are
the three most important points?
Rules for using the phone – some DОs and DON’Ts
1. Have all the documents you need before you dial the number.
2. Speak clearly so that the other person can understand you easily.
3. Always confirm each point of information you are given. Don‘t pretend that you
have understood when you haven‘t.
4. Speak in a polite and friendly voice – the client can‘t see what a nice person you
are.
5. Behave in an efficient way, even if you‘re just taking a message.
6. Make notes during a call – don‘t rely on your memory. Read all the important
details back to the client from your notes.
7. Let the other person finish what they want to say – don‘t interrupt them.
8. Send a follow-up fax or letter to confirm any important details (especially prices
and dates), so that you both have a written record of them.

22.Work with a partner. Role play the situations.


1
Student A: You work in front office at the Palace Hotel. Read the information and
deal with the four calls.
1. Mrs. Black, room 534 → line‘s busy → take a message.
2. Mr. Ruiz, room 151 → try room → no answer.
3. Connect to restaurant.
4. Respond to all requests.
Student B: Read the information and make four calls to the Palace Hotel.
1. Ask for Mrs. Black, room 534 → leave message (meet her in lobby at eight this
evening)
2. Ask for Bruno Ruiz, room 151 → you‘ll call back later.
3. You want to book a table for dinner.

193
4. You have a reservation for tonight (one double room) → you want hotel to hold
room (arrive after seven) →ask for child‘s bed in room → reserve parking
space → you want to reserve a table for three for dinner.
2
Student A: You are the caller. Use this information.
 Call the Plaza to confirm your reservation for three nights.
 The line is really bad.
 By mistake you say you‘re arriving on Tuesday, not Thursday.
 Book a table for dinner for two on the Thursday evening.
Student B: You work on reception at the Plaza. Deal with the call. Use this information.
 Find out what the caller wants.
 The line is really bad and they have a strong accent. Check the names and dates are
correct.
 You don‘t have a booking for Tuesday. You do have a double room for three nights
in their name from Thursday.
 You don‘t understand the request for the restaurant. The restaurant is not fully
booked.
3
Student A: You work in the corporate events office at the Crown Town. Deal with
the call. Use this information.
 Find out what the caller wants.
 It‘s difficult to hear. Check the day and dates are correct.
 The dates are fine. Find out more information.
 Offer to send information via email immediately.
 Ask for email address. Check it‘s correct.
Student B: You‘re the caller. Use this information.
 You‘re in a busy airport. The signal of your mobile is poor.
 Call the Crown hotel to enquire about holding a corporate reception for 250
people on Saturday 16th June.

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 Event to start at 6 p.m. with cocktails.
 Large room needed for sit-down dinner.
 You‘d like to read about the Crown‘s facilities on the plane.

Self-check
1. What is hotel telephone service called? What does PABX stand for?
2. What are the duties of a telephone operator?
3. What telephones services are rendered in hotels?
4. What is the telephone operator supposed to do if the guest the caller is calling isn‘t
in?
5. What method of payment is used to settle the telephone bills?

195
Методические указания для выполнения контрольной работы № 1 по
дисциплине «Английский профессиональный язык» 3 семестр
Контрольная работа составлена в соответствии с Рабочей программой учебной
дисциплины «Английский профессиональный язык» по направлению подготовки
43.03.03 Гостиничное дело. Для подготовки к выполнению контрольной работы
студентам рекомендуется изучить материал по следующим темам:
 Профессии в сфере гостеприимства: организационная структура отеля;
квалификационные требования и должностные обязанности персонала;
трудоустройство (написание резюме, сопроводительного письма, подготовка
к собеседованию).
 Средства размещения: классификация средств размещения; категории
номеров; тарифы и цены; дополнительные и персональные услуги.
 Телекоммуникационные услуги: этикет общения по телефону; технология
работы службы телефонных операторов.
В процессе подготовки студентам рекомендуется выполнить задания для
самостоятельной работы из учебного пособия ―Professional English for Hospitality
Students‖ Часть 1 (автор Петрашевская Е.Г.) для заочного обучения.
Критерии оценки
«отлично» - 90-100% правильных ответов
«хорошо» - 75-89% правильных ответов
«удовлетворительно» - 60-74% правильных ответов
«неудовлетворительно» - 59% и меньше правильных ответов

196
Контрольная работа № 1
Тема Профессии в сфере гостеприимства
Задание 1 Fill in the gaps with the words and expressions

a. hiring and firing f. housekeeper j. chef


b. advertising and g. bellboy k. tangible and intangible
publicity
c. external h. concierge l. night’s occupancy
d. doorman i. maitre d’hotel m. costs and revenues
1 A……….. is a person in a restaurant who manages the kitchen and kitchen staff.
2. A……………is in charge of linen, decoration and general cleanliness of the hotel.
3. The sales department also arranges the hotel promotion which
involves……………………………
4.A……………….. receives guests, opens the door, orders taxi-cabs etc.
5. A …………… must be fluent in several languages and have an outgoing personality.
6. The personal department deals with……………………………………..
7. A………. must assist the guest with his luggage and run errands for him.
8. As for the ………… sales, they deal with prospective customers.
9. The maids do the make-up after a……………………………….. .
10. Hospitality is a combination of ……………………….. goods.
11. The accountants in the back of the house match…………………………
12. A ………..- a person in a restaurant who meets and seat customers in a dining room.
1 2 3 4 5 6 7 8 9 10 11 12

(12 баллов)
Задание 2. Match the jobs (1-8) with the duties (A-H).
1. a maintenance worker a. a person who parks cars for guests
2. a concierge b. a person who rents rooms to guests
3. a night auditor c. a person who handles guests and financial
4. a doorman matters at night
5. a housekeeper d. a person who waits at the hotels entrance
6. a bellhop and greets new guests
7. a valet e. a person who fixes broken items in the
8. a front desk clerk hotel
f. a person who cleans the hotel
g. a person who tells hotels guests about local
entertainment
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h. a person who carries bags to rooms for
guests
1 2 3 4 5 6 7 8
(8 баллов)
Задание 3. Write the hotel employee’s position corresponding to each description.
1. Someone has to make sure that everything in the guest‘s rooms is in order.
2. Mr and Mrs Murphy would like to discuss arrangements for their daughter‘s
wedding reception.
3. The guests‘ bills need to be prepared.
4. The sheets and towels have to be taken upstairs.
5. The busy summer season is approaching and more staff are required.
6. This letter booking two rooms for next month needs a reply.
7. Someone has to welcome guests and complete the registration form.
8. Someone has to prepare early morning teas.
9. A lady on the telephone wants to know if there is a room available at the
weekend.
1 2 3 4 5 6 7 8 9

(9 баллов)
Задание 4. Write about the Concierge’s duties and responsibilities ( 6-8 items)
(4 баллов)
Задание 5. Translate into English.
1. «Гостеприимство» охватывает гостиничные и ресторанные услуги. Оно
может охватывать все виды компаний, которые предоставляют размещение и
питания для клиентов.
2. Первый человек, который встречает гостей в отеле, это швейцар. Он
помогает гостям садиться и выходить из машин и такси, открывает и держит
для них дверь и подносит их багаж.
3. Работники службы приема приветствуют гостей, регистрируют их и
закрепляют за ними номера.
4. Посыльные сопровождают гостей в номер, показывают как отпирать и
запирать дверь и как пользоваться приборами в номере. Они также
выполняют поручения гостей.
5. Консьерж дает гостям информацию по гостинице и городу и занимается
организацией туристских услуг.
6. Консьерж должен бегло говорить на многих языках и иметь общительный
характер.

198
7. Горничные должны делать генеральную уборку после того, как гости
освобождают номера и ежедневную косметическую уборку. Они должны
заменить полотенца и принести туалетные принадлежности.
8. Метрдотель приветствует и рассаживает гостей в ресторане. Официанты
подают блюда, а сомелье рекомендуют и подают напитки.
(8 баллов)

Задание 6. Read the advertisement and write a cover letter together with your CV.
Hilton
Phuket Arcadia Resort & Spa
Come join an industry leader! Hilton Phuket Arcadia Resort & Spa offers 685
guest rooms, 5 meeting rooms, 9 dinning outlets, and a spectacular 1,500 m2 Thai style
spa all set amidst 75 lush tropical acres. Renovated in 2004, this beachside resort offers a
great opportunity for candidates seeking growth opportunities in the hospitality industry.
 Financial Controller
 Assistant Financial Controller
Applicants must have at least 2 years‘ experience in same/similar positions in the
hospitality industry.
 Senior Human Resource Coordinator
Recruiting experience and knowledge of labor laws are essential.
 Restaurant Manager
Minimum of 1 year‘s experience as a Restaurant Manager of Asst. Restaurant
Manager.
 Executive Pastry Chef
Must have large volume pastry and baking experience
 Night Manager, Duty Manager, Front Office Shift Leader
Front office Fidelio experience and a demonstrated ability to lead are required.
 Guest Service Agent
Some experience in guest service is essential, ideally in a 5-star hotel environment.
 Event Service Manager
Experience is convention or catering sales and management is preferred
 Event Services Coordinator
Must have convention or catering coordination experience
Essential criteria for all position
 Good command of written and spoken English
 Computer literate with experience in hotel specific software
 Skills and experience gained in 5-star hotels is preferred

199
Qualified and interested applicants should email or fax their resume to the Director
of Personnel Development, E-mail: Recruitment.Phuket@hilton.com or Fax. 076
370 695 (Bangkok Post. Classified. March 19, 20__)

Dear Sir/ Madam


I am applying for (1) ... (name of job), advertised (2) ... (where and when?)
I have always been interested in (3)... (what?), and during the school holidays I used
to (4) ... (what relevant experience do you have?). Please find details of my
qualifications and work experience in the enclosed curriculum vitae.
Last year I was a student at (5)... (which school?). Since I left school I (6)... (what
have you been doing?). I also have experience of (7)... (mention any other relevant
experience you may have).
I look forward to hearing from you.
Yours faithfully
Your name
(9 баллов)
Curriculum Vitae
Identification
Name
Date of birth
Address
Tel. No.
Marital status
Career objective
Work experience
Education
Personal background and interests (languages, special skills)
(10 баллов)

Тема «Средства размещения»


Задание 7. Read an extract from a brochure from the city tourism board. Choose
the correct answers.
Lodging in Belleview
There are many activities for visitors to Belleview, including shopping, sight-
seeing and fishing. But where do visitors sleep?
Some visitors enjoy the outdoors. They pitch tents and go camping at a campsite. Or
they stay in lakeside cabins. Tourists on a budget stay in our youth hostel. We also offer
budget ratings. The local bed and breakfast is comfortable and cozy. It‘s perfect for a

200
romantic getaway. Some holidaymakers want to relax. They like to stay at our resort. A
nature-friendly eco-resort is also available.

1. What is the passage mostly about?


a. the difference between resorts and eco-resorts?
b. where to stay on a budget
c. different places for visitors to stay
d. a description of a resort
2. According to the passage, where can tourists on a budget stay?
a. a lakeside stay b. a bed and breakfast
c. an eco-resort d. a youth hostel
3. What is probably true about a man who rents a cabin?
a. He wants to be around other people.
b. He enjoys the outdoors.
c. He has never stayed at a resort.
d. He is on a romantic getaway.
1 2 3
(3 балла)

Задание 8. Write a word that is similar in meaning to the underlined part.


a. motel b. cabin c. resorts d. campsite e. eco-resorts
1. The family visits the mountains and rents a log house.
2. The French Riviera has many places for resting and relaxing.
3. Elizabeth is on a budget. She rents a room in a roadside hotel.
4. Many vacationers stay at nature-friendly places.
5. Frank likes nature. He stays at a place to put up a tent.

1 2 3 4 5
(5 баллов)
Задание 9. Match the following descriptions with the types of hotels given in the
box.
1. resort hotel 5. commercial hotel
2. motel 6. airport hotel
3. country house 7. congress hotel
4. hotel 8. guest house
a. It is built specially to provide a service to motorists.
b. It provides accommodation for people going to or coming from other countries,
usually only staying for one night.
201
c. It is situated in a place where tourists like to stay, often near the sea. Guests
may stay for a week or two, and usually book in advance.
d. It provides facilities for large meetings and conferences, with a lecture theatre
and exhibition facilities.
e. It is often situated in a town center, and provides accommodation for traveling
businessmen, staying only one or two nights.
f. It provides low-priced accommodation, usually on a small scale, for holiday
visitors or for long stay guests.
g. It is situated in pleasant scenery, and provides comfortable but informal
accommodation for people who want to relax in a quiet place.

1 2 3 4 5 6 7 8
(8 баллов)
Задание 10. Render the text into English.
1. В Турции ежегодно строится много курортных отелей.
2. Большинство из них соответствуют международным стандартам.
3. Отели класса «люкс» и «суперлюкс» обычно располагаются в
фешенебельных районах. Они предназначены для обеспеченных клиентов и
деловых людей.
4. Номера в отелях класса «люкс» оснащены современным оборудованием и
дорогой мебелью.
5. Мотели предоставляют клиентам комфортабельные номера, ужин и стоянку
для автомобиля.
6. Курортные отели почти всегда расположены в живописных уголках – в
горах, на берегу реки или моря, в лесу.
7. Согласно Европейской классификации, все гостиницы делятся на 5 категорий
– 1, 2,3,4 и 5-звездочные. Основанием для такой классификации служат
качество предлагаемого обслуживания и предоставляемые отелем удобства.
8. Количество обслуживающего персонала зависит от категории отеля. В
гостинице класса «люкс» один номер могут обслуживать до 3 человек. В
других отелях количество персонала колеблется от 1 человека на номер и
даже 1 человека на несколько номеров.
(8 баллов)
Задание 11.Match the terms with the definitions of room types.
1. Family apartment a. a vast room for business people
divided into 2 areas: a bedroom and a
2. Villa business room
b. a suite with more expensive
202
3. Studio decoration
c. the highest step of suite category,
4. Executive room normally included tow-three
bedrooms
5. Presidential Suite d. two rooms side by side with a
connecting door
6. Room for disabled people e. a room of two and more rooms with
an equipped kitchen that looks like a
7. Duplex flat
f. a room bigger than a standard
8. Apartment g. includes two-three room apartment
with a dining room , equipped
9. Connecting rooms kitchen, two bedrooms
h. a room especially designed for
10.Superior handicapped people with
comfortable shower
i. one room bigger than the standard
with built-in kitchen
j. a separate 3-6 rooms house with an
individual swimming pool

1 2 3 4 5 6 7 8 9 10

Задание 12. Translate into English


1. Цены в гостинице зависят от многих факторов: ее уровня, месторасположения,
сезона, дня недели, типа номера, этажа, вида из окна и т.д.
2. В период высокого сезона цены обычно повышаются, а в период низкого
сезона - понижаются.
3. Гостиницы представляют различные скидки: скидки большим тургруппам,
пенсионерам, бизнесменам, корпоративным клиентам и т.д.
4. Особо важные клиенты часто получают скидки или проживают бесплатно.
5. Дети до 12 лет, проживают бесплатно в одной комнате с родителями.
6. К скидкам можно отнести и предоставление номера более высокой категории
по цене стандартного.
(6 баллов)

203
Перечень вопросов для подготовки к зачету

Тема 1 « Профессии в сфере гостеприимства»


1. Name the main departments in a hotel and give the names of staff positions.
2. Name the Front Office positions.
3. Describe the job duties of: Hotel manager/ Receptionist /Head housekeeper /
Concierge /Restaurant manager
4. Where do companies advertise job vacancies?
5. What do job advertisements indicate?
6. What letter should the applicant send together with his/her CV (résumé)?
7. What topical areas should a CV cover?
8. What questions are frequently asked at a job interview?
Тема 2 « Средства размещения»
2.1. Классификация средств размещения
1. What is the definition of a hotel?
2. What are the three major types of classification of hotels?
3. What are the main groups of hotels according to the purpose of stay?
4. What are the main groups of hotels according to the length of stay?
5. What are the main groups of hotels by room rate?
6. Whom does the commercial hotel usually serve?
7. Where are they situated?
8. What is the main purpose of convention hotels?
9. What are the main facilities of convention hotels?
10.What customers do resort hotels serve?
11.What are the major facilities of resort hotels?
12.What is a residential hotel?
13.What is the typology of the star system based on?
14.What are the other grading systems?
15.What do superdeluxe hotels provide?
16.What is a budget hotel?

204
2.2. Категории номеров
1. What types of rooms are considered the general standard?
2. What basic amenities are Standard rooms fitted with?
3. What type of rooms do deluxe rooms include?
4. What bonuses are usually included in the price of deluxe rooms?
5. Name some types of suites.
6. What in-room facilities are there in a standard room /suite/ in a room for
handicapped people?
2.3. Тарифы и цены
1. What types of tariffs are used in hotels?
2. What is an occupancy rate? How is it be calculated?
3. What is a rack rate?
4. What groups of guests are offered different discounts?
5. What is a hotel upgrade?
6. What is the difference between a Free Sale Agent and an Allocation Holder?
2.4. Дополнительные и персональные услуги
1. What kind of facilities can be found in a high class hotel?
2. What services does the business center provide?
3. What car service is provided in some hotels?
4. What business events are usually held in hotels?
5. What conference equipment is used in hotels?
6. What are the terms and conditions of booking conference facilities?

7. What facilities are provided for keeping valuables in a hotel?


8. What is the hotel rule about keeping valuables?
9. What services are provided by Housekeeping Department?
10.What are the chambermaids‘ daily duties?
11.What safety and security measures are taken in hotels?
12.What services are provided by the concierge?
13.What attractions does the typical Moscow sightseeing programmed include?
205
14.What are the terms and conditions of booking theatre and concert tickets?
15.What recreational facilities are there in hotels?
16.Which of them are provided free of charge and which of them are chargeable?
17.What auxiliary services are offered by hotels to meet the guests‘ needs and
requirements?
Тема 3 «Телекомуникациионные услуги»
1. What is hotel telephone service called? What does PABX stand for?
2. What are the duties of a telephone operator?
3. What telephones services are rendered in hotels?
4. What is the telephone operator supposed to do if the guest the caller is calling isn‘t
in?
5. What method of payment is used to settle the telephone bills?

206
Перечень учебной литературы

1. Петрашевская Е.Г. Professional English for Hospitality Students. Английский язык


профессиональный для специалистов индустрии гостеприимства, Часть 1:
учебное пособие с методическими указаниями и тестами для текущего и
промежуточного контроля по дисциплине «Английский профессиональный
язык» по направлению подготовки 43.03.03 «Гостиничное дело» - M:МГИИТ,
2018, 208 с
2. Keith Harding & Paul Henderson. High Season. English for the Hotel and Tourist
Industry. Oxford University Press, 2000 – 176 с.
3. Trish Stott & Alison Pohl. Highly Recommended – 2. English for the Hotel and
Catering Industry. Student‘s Book. Oxford University Press, 2010 – 114 c.
4. Virginia Evans, Jenny Dooley, Veronica Garza. Hotels & Catering. Express
Publishing, 2011 – 114 c.
5. Phyllis Pogrund & Rosamary Grebel. Make your Mark in the Hotel Industry.
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3-е издание, стереотипное. — Москва : Советский спорт, 2004. — 248 с

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Автор-составитель

Петрашевская Екатерина Георгиевна

Professional English for Hospitality Students


Английский язык профессиональный для специалистов индустрии
гостеприимства
Часть 1

Учебное пособие с методическими указаниями и тестами для текущего и


промежуточного контроля для студентов заочного отделения

Государственное автономное образовательное учреждение


высшего образования города Москвы
Московский государственный институт индустрии туризма
имени Ю.А. Сенкевича

125499, Москва, Кронштадтский бульвар, д. 43 а.


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Тел./ факс (495) 454-31-66, тел. (495) 456-15-32

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