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Министерство образования и науки Российской Федерации

Федеральное государственное бюджетное образовательное учреждение


высшего образования
"Оренбургский государственный университет"

И.Н. Раптанова, К.Г. Чапалда

ENGLISH FOR SERVICE AND


TOURISM INDUSTRY

Рекомендовано ученым советом федерального государственного бюджетного


образовательного учреждения высшего образования «Оренбургский
государственный университет» в качестве учебного пособия для студентов,
обучающихся по программам высшего образования по направлениям
подготовки 43.03.01 Сервис и 43.03.02 Туризм

Оренбург
2016

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УДК 811.111:796.5(075.8)
ББК 81.432.1я73+75.81я73
Р 23

Рецензент – профессор, доктор педагогических наук Н.В. Янкина

Раптанова, И.Н.

Р 23 English for service and tourism industry - Английский язык в сфере


обслуживания и туризма: учебное пособие / И.Н. Раптанова, К.Г.
Чапалда; Оренбургский гос. ун-т. - Оренбург: ОГУ, 2016. – 118 с.
ISBN 978-5-7410-1520-9

Учебное пособие состоит из 11 разделов, раздела для


внеаудиторного чтения и одного приложения. В материал пособия
входят упражнения, направленные на обучение профессионально-
ориентированному чтению, переводу и говорению на английском
языке, а также расширению и активизации студентами обязательного
лексического минимума по специальности.
Учебное пособие предназначено для студентов второго курса по
направлению подготовки 43.03.01 Сервис, 43.03.02 Туризм.

УДК 811.111:796.5(075.8)
ББК 81.432.1я73+75.81я73

ISBN 978-5-7410-1520-9 © Раптанова И.Н.,


Чапалда К.Г., 2016
© ОГУ, 2016

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Содержание

Введение …………………………………………………………………….. 4

1 History of tourism …………………………………………………………. 5

2 Tourism industry. Jobs in tourism industry………………………………… 9

3 Travelling by air……………………………………………………………. 16

4 Travelling by train ………………………………………………................. 25

5 Hotel business………………………………………………………………. 32

6 Management Concepts……………………………………………………… 41

7 Hospitality industry…………………………………………………………. 48

8 Hotel gradation……………………………………………………………… 55

9 Restaurants………………………………………………………………….. 62

10 Entertainment……………………………………………………………… 69

11 Ecotourism……………………………………………………………….... 74

12 Тексты для внеаудиторного чтения…………………………………….. 78

Список использованных источников ……………………………………… 98

Приложение А Краткий грамматический справочник …………………… 100

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Введение

Учебное пособие предназначено для студентов, обучающихся по


направлению подготовки 43.03.01 Сервис и 43.03.02 Туризм. Предлагаемое
пособие построено с учетом стандартов ФГОС ВПО и отвечает требованиям
ООП по дисциплине «Иностранный язык (английский)» для неязыковых
вузов и предназначено для студентов второго курса (3, 4 семестры).
Целью учебного пособия является обучение профессионально-
ориентированному чтению, переводу и говорению на английском языке, а
также расширению и активизации студентами обязательного лексического
минимума по специальности.
В пособии используются аутентичные материалы, вызывающие
профессиональный интерес студентов к содержанию текстов и дающие
возможность высказываться по проблемам их будущей профессии.
Данное учебное пособие состоит из 11 разделов, дополнительного
раздела, содержащего тексты для внеаудиторного чтения, и краткого
грамматического справочника. В основе каждого раздела – тематические
тексты, снабженные словарем, лексическими и грамматическими
упражнениями.
Основные методические принципы пособия вытекают из
последовательной реализации коммуникативного подхода к обучению
устной речи: от простого к сложному, моделирование типичных
коммуникативных ситуаций, поэтапность формирования речевых умений,
комплексность материала и т.д.
Учебное пособие также может быть использовано для самостоятельных
занятий перед поездкой за рубеж для работы в сфере обслуживания: туризме,
ресторанном, гостиничном деле и т.д.

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1 History of tourism

1.1 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.

profit выгода, польза

broaden the mind расширять кругозор

challenge вызов

overland сухопутный

to be impressed находиться под впечатлением

sleeping car спальный вагон

baggage багаж

fertility плодородие, богатство

hatred ненависть

to escort сопровождать

1.2 Read the words and remember their pronunciation.

Leicester ['lestə] Лестер

Loughborough [ˈlʌfb(ə)rə] Лафборо

Egypt ['iːʤɪpt] Египет

China ['ʧaɪnə] Китай

Suez Canal [ˌsuːɪzkə'næl] Суэцкий канал

Liverpool ['lɪvəpuːl] Ливерпуль

New York [ˌnjuː'jɔːk] Нью-Йорк

Japan [ʤə'pæn] Япония

Shanghai [ˌʃæŋ'haɪ] Шанхай

Singapore [ˌsɪŋə'pɔː] Сингапур


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Bay of Bengal ['beɪəvbeŋ'gɔːl] Бенгальский залив

Benares [bɪ'nɑːrəs] Бенарес

Ganges ['gænʤiːz] Ганг

Bombay [ˌbɔm'beɪ] Бомбей

Cairo ['kaɪərəu] Каир

Europe ['juərəp ], ['jɔːr-] Европа

1.3 Read the text and try to understand it to be able to do the assignments that
follow.
Around the world in 222 days

The history of modern tourism began on 5 July 1841, when a train carrying
500 factory workers travelled from Leicester to Loughborough, twelve miles away,
to attend a meeting about the dangers of alcohol.
This modest excursion was organized by Thomas Cook, a young man with
neither money nor formal education. His motive was not profit, but social reform.
Cook believed that the social problems of Britain were caused by widespread
alcoholism. Travel, he believed, would broaden the mind and distract people from
drinking.
The success of Cook’s first excursion led to others, and the success of the
business was phenomenal. In 1851, Cook launched his own monthly newsletter,
Cook’s Exhibition Herald and Excursion Advertiser the world’s first travel
magazine; by 1872, the newsletter was selling 100,000 copies a month and its
founder was treated as a hero of the modern industrial age.
When Thomas Cook reached the age of sixty-three, there was still one
challenge ahead of him: to travel round the globe. The idea of travelling ‘to Egypt
via China’ seemed impossible to most Victorians. Cook knew otherwise. In 1869
two things happened that would make an overland journey possible: the opening of

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the Suez Canal and the completion of a railroad network that linked the continent
of America from coast to coast.
He sat off from Liverpool on the steamship Oceanic, bound for New York.
Throughout his travels, his traditional views affected most of what he saw,
including the American railroad system. Although impressed by its open carriages,
sleeping cars, on-board toilets and efficient baggage handling, he was shocked that
men and women were not required to sleep in separate carriages.
Japan delighted him. It was a land of ‘great beauty and rich fertility’, where
the hotels served ‘the best roast beef we have tasted since we left England’. Cook
and his party toured the city of Yokohama in a caravan of rickshaws. ‘We created
quite a sensation,’ he wrote.
Cook’s love of Japan was equaled only by his hatred of China. Shanghai, the
next port of call, offered ‘narrow and filthy streets’ which were full of ‘pestering
and festering beggars’. After twenty-four hours there, Cook had seen enough.
He travelled to Singapore and as he set off across the Bay of Bengal. Cook
was full of confidence, feeling that he understood ‘this business of pleasure’. But
nothing he had seen in Shanghai could have prepared him for the culture shock of
India.
‘At the holy city of Benares we were conducted through centres of filth and
obscenity,’ he wrote. From the deck of a boat on the Ganges he saw the people
washing dead bodies, before burning them on funeral piles beside the river. He
found these scenes ‘revolting in the extreme.’
By the time Cook left Bombay for Egypt, he was showing signs of tiredness.
On 15 February 1873, while crossing the Red Sea, he wrote to The Times that he
would not travel round the world again. ‘After thirty-two years of travelling, with
the view of making travelling easy, cheap, and safe for others, I ought to rest.’ In
Cairo, he fell seriously ill for the first time.
Cook arrived home in England after 222 days abroad. Although he never
attempted another world tour, he continued to escort parties of tourists to

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continental Europe throughout the 1870s, and did not cease his seasonal visits to
Egypt until the late 1880s. He died in July 1892 at the age of eighty-three.

1.4 Say whether the following statements are true or false:

1. Cook organized his first tour in order to make some money.


2. He launched the world’s first travel magazine in 1872.
3. The Suez Canal was opened in 1869.
4. He thought some aspects of the American railroad system were excellent.
5. He preferred China to Japan.
6. He was shocked by what he saw in India.
7. He fell ill towards the end of his round-the-world tour.
8. He handed the business over to his son when he was sixty-five.

1.5 Translate sentences into English, using Perfect Tenses:

1. Я никогда не был в Китае.


2. Он только что совершил кругосветное путешествие.
3. Ваш самолет уже приземлился?
4. Она еще не забронировала билеты.
5. Вы были когда-нибудь в этой стране раньше?
6. Вы заказали билеты по Интернету?

1.6 Comment on the definitions of the “tourism” given below:

а) Tourism is the temporary short-term movement of people to destinations


outside the places where they normally live and work, and their activities during
the stay at these destinations. (Tourism Society, UK, 1991)
b) This is the stuff that changed the word. Along with a handful of other
things - television and the computer - the ability to travel the world freely sets
those who live in the late 20th century (and early 21st century) apart from those who
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lived before it. (Michael Elliot, “The Pleasure Principle”, The Economist, London,
1991).
c) Tourism is the business of providing and arranging holidays and services
for people who are visiting a place.

1.7 Discuss with your classmates the following topic: “Tourism is one of the
leading industries in the world”.

2 Tourism industry. Jobs in tourism industry

2.1 Read the words and remember their pronunciation.

United Kingdom [juː,naɪtɪd'kɪŋdəm] Соединенное Королевство


Roman Empire ['rəumən'ɛmpaɪə] Римская Империя
European [ˌjuərə'piːən ] Европейский
Nice [niːs] Ницца
France [frɑːns] Франция
French Riviera [ˌrɪvɪ'eərə] Французская Ривьера
Bristol ['brɪstl] Бристоль
Carlton ['kɑːltən] Карлтон

2.2 Read and translate the text.

Tourism business as the world’s largest industry and employer

Tourism may be defined as the science, art and business of attracting and
transporting people, accommodating them, and catering to their needs and wants.
Wealthy people have always traveled to distant parts of the world, to see great
buildings, works of art, learn new languages, experience new cultures and to taste

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different cuisines. Long ago, at the time of the Roman Empire were popular coastal
resorts for the rich. Leisure travel was associated with the Industrial Revolution in
the United Kingdom – the first European country to promote leisure time to the
increasing industrial population. Initially, this applied to the owners of the
machinery of production, the economic oligarchy, the factory owners and the
traders. These comprised the new middle class. Cox & Kings was the first official
travel company to be formed in 1758. The British origin of this industry is
reflected in many place names. In Nice, France, one of the first and best-
established holiday resorts on the French Riviera, the long esplanade along the
seafront is known to this day as the Promenade des Anglais; in many other historic
resorts in continental Europe, old, well-established palace hotels have names like
the Hotel Bristol, the Hotel Carlton or the Hotel Majestic – reflecting the
dominance of English customers.

2.3 Match the words on the left with the definitions on the right.

Accommodations places where the public can obtain food and drink;

amusement park money spent;

Сasino place where people gather for recreational purposes;

catering services area that offers different kinds of entertainments, such as


a thrill rides, magic shows, etc.;

Entertainment place or area to which tourists travel;

Expenditure places at which travelers can obtain a bed (and usually


food) while on a trip (hotels, motels, inns, camping
grounds, etc.);

Leisure place for gambling;

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Resort meeting place;

tourist destination activities that amuse people, including going to theatres,


nightclubs, art exhibitions, etc.;

Venue free time.

2.4 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.

enterprise предприятие
to provide services предоставлять услуги
marinas пристань для яхт
catering services обеспечение питанием
amusement развлечения
travel agent сотрудник бюро путешествий
common denominator общий знаменатель
to deal with иметь дело
resentment негодование, возмущение
decline in business спад деловой активности
resort курорт
to be tolerant быть толерантным
irritation раздражение
reservation бронирование
semi-skilled средней квалификации
to gain experience приобретать опыт
itinerary курс, путеводитель, гид

2.5 Read the text.

Jobs in tourism: required and desirable skills

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Tourism is not a single industry, but rather a group of related enterprises that
are joined together in the common purpose of providing services for the travelling
public. Among them are transportation companies - air, ship, rail and bus; the
accommodation companies - hotels, motels, camping grounds and marinas;
catering services - restaurants, bars, night clubs and food stores; and the wide
variety of stores and entertainment that contributes to the amusement of the tourist.
The entire field of tourism pulls a lot of positions together into a single
entity - travel agents, tour operators, guides and so on.
A majority of the jobs in tourism, regardless of which part of the industry
they concern, have one common denominator: contact with the public, including
both the positive and negative aspects of dealing with people.
Openly expressed resentment of tourists can cause a decline in business in
any resort areas. Anyone who has chosen a career in tourism should enjoy working
with people and be tolerant of their failings, especially since the irritations with
travel can bring out the worst qualities in some people.
In many of the jobs in which it is necessary to deal with the public, language
skill is necessary or desirable. People who hold jobs of this kind include travel
agency employees, ticket and reservations agents, airline flight personnel, front-
desk employees in hotels, tour conductors or guides, waiters, barmen, and so forth.
The tourist industry differs from many others in that it employs more women
than many other kinds of business. Indeed, women are found at all levels - from the
semi-skilled to management positions - in the transportation companies. Many
successful travel agents are women who have established independent enterprises
after gaining experience elsewhere in the industry.
The agent must also keep up with other developments in the industry- new
resorts, changing travel regulation, new services, and so on.
There are some advantages of being a travel agent. One of the most
important is the economic independence that comes from owning and operating a
small business. There is of course an element of risk. A change in the business
cycle as a whole may cause a sharp decline in tourism, which is after all a luxury
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for most people. Another advantage is the opportunity to travel. The treatment that
is given to travel agents on familiarization tours is often lavish so as to impress
them favorably with the services that are being offered.
The tour operators work much more within the framework of ordinary
corporate practice than the small retail agencies do. That is, they have the usual
hierarchy of clerical workers and management personnel. Companies like Carlson
Travel Network and American Express Travel Related Services Company, Inc.
employ people in nearly all phases of tourism, ranging from the jobs that would be
found in retail travel agencies to those that deal with packaging tours or
establishing overall policy for the companies. They also employ a large staff to
work on advertising and publicity. The large companies are an excellent place to
gain experience. People often start with clerical work and later move on to more
travel-oriented jobs.
A tour operator typically combines tour and travel components to create a
holiday. The most common example of a tour operator's product would be a flight
on a charter airline plus a transfer from the airport to a hotel and the services of a
local representative, all for one price. Niche tour operators may specialize in
destinations e.g. Italy, activities and experiences e.g. skiing, or a combination
thereof. The original reason of tour operating rising was the difficulty of making
arrangements in far-flung places, with problems of language, currency and
communication. The advent of the Internet has led to a rapid increase in self-
packaging of holidays. However, tour operators still have their competence in
arranging tours for those who do not have time to do DIY (Do-It-Yourself)
holidays, and specialize in large group events and meetings such as conferences or
seminars. Also, tour operators still exercise contracting power with suppliers
(airlines, hotels, other land arrangements, cruises, etc.) and influence over other
entities (tourism boards and other government authorities) in order to create
packages and special departures for destinations otherwise difficult and expensive
to visit.

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Tour manager is a person who manages and supervises the itinerary on


behalf of the tour operator, ensuring the program is carried out as described in the
tour operator's literature and sold to the traveler/consumer. He also gives local
practical information.
The Institutes of Commerce in many cities offer courses in tourism as a
whole. People who get a higher school degree after completing such a program can
be considered professionals in the field. They are particularly highly-qualified to
fill positions with government tourist bureaus or with consulting firms. Their
education is designed to give an overview of all aspects of the industry. It is
particularly useful in research, planning and development.

2.6 Say whether the following statements are true or false.

1. All the jobs in tourism require either no skill or just a very low degree
of skill.
2. The tourist industry is made up of several different kinds of businesses
that are connected with travel.
3. Very few people employed in the tourist industry have any direct
contact with members of the public.
4. Travel is so smooth and easy nowadays that it never causes anyone
any annoyance.
5. Language skills are usually more important for tourism employees in
market areas than in destination areas.
6. Women are employed in a wide variety of positions in the tourist
industry.
7. Prior experience in tourism is unnecessary before setting up a travel
agency.
8. Tour operators run their business in the same manner as retail travel
agents.

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9. There are no courses at the university level that are concerned with
tourism.
10. Travel agents can always get help with problems such as pricing fares
or government regulations, so there is no need for them to keep up with such
matters.
11. There is no advantage for a government in operation training schools
for people to fill tourist-related jobs.

2.7 Match the words on the left with the definitions on the right.

Currency company or business;

deal with hotel personnel who work at the registration,


information, and cashier’s desks;

development money;

enterprise to learn about or be aware of the news, current events,


etc.

2.8 Read the interview with Sally Ray. Put the verbs in brackets into Present
Perfect or Past Simple.

Interviewer: I’d like to talk about your work experience. ___


(you/ever/work) in the travel business before?
Sally: Yes, so far I__ (have) two jobs related to tourism. I __ (work) for
Solarvil two years ago, and I___(be) responsible for looking after clients renting
their villas and houses.
Interviewer: And ____ (you/enjoy) it?

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Sally: Yes, I____ (love) it, but it ___ (be) only a summer job. And the
following year - last year - I___(go) to their Morocco office to do the same sort of
thing.
Interviewer: I see. Now, there is something that I have to ask you. Solarvil
obviously think you’re good because they __ (give) you jobs over the last two
years____(you/apply) to work with them this summer as well?
Sally: Yes, but _____ (only just/send off) the application form, and I ___
(not/receive) a reply yet. And anyway, I___ (always/think) that it was a good idea
to look at new opportunities, and that’s why I ____ (decide) to get in touch with
you.

2.9 Discuss with your classmates:

1. What is a travel agency?


2. Is prior experience in tourism necessary before starting an independent
travel agency? Explain.
3. What are the jobs in which the desired experience can be acquired?
4. What are the factors necessary for the success of a travel agency?
5. How are travel agents paid?
6. Is the initial cost of setting up a travel agency high or low?

3 Travelling by air

3.1 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.

airport аэропорт
plane = aircraft самолет
crew команда
steward, stewardess = flight attendant стюард, стюардесса
to fly on the plane лететь на самолете (о пассажирах)
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to fly a plane лететь на самолете (в качестве пилота)


flight рейс, полет
to check in зарегистрироваться
check-in desk or check-in counter стойка/ окошко регистрации
luggage = baggage багаж
hand luggage ручная кладь
excess избыток, перевес
trolley тележка на колесиках
conveyer belt транспортер, конвейер
customs таможня
to check проверять
to depart уезжать
departure отправление
departure lounge зал ожидания
departure board табло отправления
departure gate выход на перрон, выход на посадку
to arrive прибывать
to board производить посадку на самолет
on board на борту
aisle проход между рядами кресел
cockpit кабина пилотов (экипажа самолета)
runway взлетно-посадочная полоса
to take off взлетать
to fasten the seat-belts пристегнуть ремни
turbulence турбулентность

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3.2 Read the text and try to understand it to be able to do the assignments that
follow.
Air travel.

When travelling by air you have to get to the airport early in order to
check in about an hour before your flight. If you have a lot of luggage,
you can put it on a trolley and push it to the check-in desk where some-
one will check your ticket and weigh your luggage. If you have excess
luggage, you have to pay for it, and it can be expensive. Your heavy lug-
gage is put on a conveyer belt and carried away. A light bag is classified
as hand luggage and you can take it with you on the plane.
Then you go to the customs. An immigration officer looks at your
passport and a security guard checks your hand luggage before you go
into the departure lounge to wait till your flight is announced. If you want
to, you can buy some goods at the airport duty free stores. When you see
on the departure board or hear an announcement that you plane is now
boarding, you go through the departure gate, and then there is sometimes a security
check before you actually get on the plane. When all the passengers are on board
and when the captain and his crew are ready in the
cockpit, the plane moves to the end of the runway. Finally, permission is
received from the control lower and the plane moves faster and faster and
finally takes off.
Flying is fun. I like being in a big aircraft. The cabin crew (stewards
and stewardesses or flight attendants) are always very friendly and helpful.
They walk up and down the aisle bringing meals and drinks; and if
the flight is going through some turbulence, they warn everybody that it
might be a bit bumpy and ask us to fasten our scat-belts. On a long flight
I like listening to music through the headphones available to all passengers or
watch a video, which is always available, too, and sometimes I
have a sleep. I enjoy it all so much that as soon as I get off the plane I
want to go on the next flight again.
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3.3 Translate the following into Russian:

To put luggage on a trolley, excess luggage, conveyer belt, light bag,


immigration officer, departure lounge, departure board, aircraft, security check
control tower, cabin crew, to warn everybody, bumpy, to get off
the plane.

3.4 Give the English equivalents to the following words and word
combinations:

Чтобы зарегистрироваться, проверить билет, взвесить багаж,


ручная кладь, таможня, объявлять рейс, магазин беспошлинной
торговли, пассажир, на борту, экипаж, взлет, взлетно-посадочная
полоса, стюардесса (2), проход между рядами, войти в зону турбулентности,
пристегнуть ремни, слушать музыку через наушники.

3.5 Match the words to make the word combinations:

a) flight 1) check

b) security 2) lounge

c) security 3) store

d) hand 4) board

e) departure 5) attendant

f) departure 6) guard

g) duty free 7) luggage

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3.6 Find the words similar in meaning:

a) plane 1) friendly
b) flight attendant 2) to get on the plane
c) check-in counter 3) to enjoy
d) nice 4) stewardess
e) to depart 5) check-in-desk
f) to board 6) aircraft
g) to like very much 7) to leave
3.7 Find the words opposite in meaning and translate them:

a) to arrive 1) to land
b) to take off 2) pilot
c) to get on 3) smooth
d) passenger 4) window seat
e) aisle seat 5) departure
f) bumpy 6) to depart
g) arrival 7) to get off

3.8 Fill in the gaps with the suitable words from the list below.
Special announcement
Ladies and_____, attention, please! British Airways regrets to______ the
cancellation of Flight BA 564 to London due to_____difficulties. Will all the
______now awaiting the departure of this flight please ______the British Airways
ground hostess at the _____desk in the transit lounge? Will passengers who are
booked on this______ from Geneva and are now waiting in the departure_______,
also go to the information desk in the transit area? A ground_____ is waiting by
Gate No I to escort you._____ you!"
Contact, gentlemen, flight, announce, hostess, passengers, thank, technical,
information, lounge.

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3.9 Read and translate the announcements you can hear on board the plane.
On board the plane

1. "Good afternoon, ladies and gentlemen. Captain Gibson and his


crew welcome you aboard British Airways Flight 178 to New York. We
will be flying at a height of 30000 feet. Our speed will be approximately
600 miles an hour. We'll land in New York in five and a half hours. The
temperature in New York is now minus 3'C. In a few minutes you'll be
able to see the Irish Coast. Our flight attendants will serve lunch in half
an hour. Thank you for your attention."
2. "Good morning, ladies and gentlemen. On behalf of Captain Sonnleitner
and his crew I would like to welcome you aboard this Swissair DC-9 aircraft. Our
flying time to Geneva will be approximately an hour and twenty minutes. During
the flight we shall be serving you with light refreshments. Please place your light
luggage in the overhead racks, observe the no smoking signs, fasten your seat belts
and ensure that your seats arc in the vertical position for the take off. For your
safety and comfort during the flight you are requested to read the safety
instructions which you will find in front of your scat."
3. "Ladies and gentlemen, may I have your attention, please. In a
few minutes we shall be landing at Heathrow airport in London. Will you
please return to your scats, place them in the vertical position and fasten
your seat belts. Please, remain seated until the aircraft has come to a
complete stop and remember to take all your hand luggage with you. We
hope you have had a pleasant flight and that we shall soon have the plea-
sure of welcoming you aboard again. Thank you."

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3.10 Speaking. You are a flight attendant. Make the following


announcements to passengers:

1. Welcome them aboard.


2. Explain the safety rules.
3. Announce a meal.
4. Give information about the flight (name and make of aircraft, altitude,
speed, temperatures on board, overboard and in the city of destination, itinerary).
5. Warn about turbulence.
6. Announce landing.

3.11 Read and dramatize the following dialogue.

Air tickets

Agent: East-West Airways, Myra Davis speaking.


Roger: This is Roger Neal. Can you please tell me how much it costs to fly
from Los Angeles to Hong Kong?
Agent: One way or round trip?
Roger: Round trip.
Agent: The first class round trip fare is $ 4482, and the business class fare
is $2402. There's also an economy fare of $1486, but certain restrictions apply to
that.
Roger: The economy fare sounds good. What are the restrictions?
Agent: You must stay at least six days and purchase your ticket in advance.
Also, the number of scats at that price is limited. When will you be travelling?
Roger: Next month. I'd like to leave on the 15th and return on the 31st .
Agent: We have a flight that leaves Los Angeles at 2.00 p.m. on the 15 th
and arrives in Hong Kong at 4.00 a.m. on the 16 th. The return flight leaves Hong
Kong at 9.00 a.m. on the 31st and gets back at 10.00 a.m. the same day.
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Roger: Are they nonstop?


Agent: No, both flights stop in Tokyo for about three hours. According
to the computer, there are still seats available on those flights г
the lowest fare. Would you like me to make reservations for you?
Roger: Yes, please.
Agent: Just a moment. Thank you for waiting. You have reservations on
Flight 78 from Los Angeles to Hong Kong on the 15 th, returning on the 31st on
Flight 21. The tickets must be paid for on or before the 8th.
Roger: I won't need to confirm my reservations, will I?
Agent: Yes, passengers with reservations on international flights should
call to confirm them 72 hours in advance.
Roger: All right. Thank you for your help.

3.12 Read the dialogue. Try to translate the emphasized phrases without
using a dictionary.

At the check-in counter

Hostess: Good morning. Your ticket and your passport, please.


Passenger: Here you are.
Hostess: Do you want a window seat or an aisle seat?
Passenger: An aisle seat, please.
Hostess: Put your luggage on the scales. Is it your only bag?
Passenger: Yes, it is.
Hostess: We have 20 kilos luggage allowance on both domestic and
international flights. Your bag is 2 kilos overweight. You have to pay excess
luggage charge.
Passenger: Oh, really? But it's only 2 kilos.
Hostess: I know, sir. That's the rule. $5.30, please.
Passenger: All right.
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Hostess: Here's your receipt, your ticket and your boarding pass, your
passport and your luggage claim check. The flight will be boarding at Gate 56 in 5
minutes.
Passenger: Where is it?
Hostess: Just round the corner to your right. Enjoy your flight.
Passenger: Thank you very much.

3.13 Put the verbs into the suitable tense.

Yesterday afternoon I (go) to the airport to meet Pierre who (come)


from Paris to spend a few days with me. I (arrive) at the airport at two
o'clock, (go) to a waiting room and (sit) down. When it (announce) that
the plane (be) an hour late, I (decide) to go for a walk, I (just, walk) away
from the building, when I (sec) an old friend coming towards me. We
(talk) for a moment, then (go) to the bar, where we (have) a few drinks.
Suddenly I (remember) Pierre. We (rush) to the information desk. I (tell)
that the plane from Paris (arrive) 40 minutes earlier. I (hurry) out of the
building, (get) into my car and (drive) away quickly. When I (arrive) home
I (find) Pierre sitting on his suitcase outside my front door.

3.14 Translate into English.

— Доброе утро! Скажите, пожалуйста, есть ли рейс на Стокгольм 25


октября?
— Да, есть два рейса — утром и вечером.
— Когда утренний рейс?
— В 6 часов утра.
— Нет, это слишком рано. У меня будет бессонная ночь, если я полечу
этим самолетом. Когда вечерний рейс?
— В 8 часов вечера.
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— Когда самолет прибывает в Стокгольм?


— В 10 часов.
— Это время меня устраивает. Есть ли билеты на этот рейс?
— Да, есть несколько билетов первого класса.
— Пожалуйста, один билет туда и обратно. Я возвращаюсь 30 октября.
Хотя, нет, я не уверен, сделайте обратный билет с открытой датой.

4 Travelling by train

4.1 Memorize the words and word-groups, which you'll come across reading
the text. Consult the pronunciation with the dictionary.

to travel on business ездить в командировку


convenient удобный
means of travel средство передвижения
coach пассажирский вагон
dining-car=buffet-car вагон-ресторан
sleeper спальный вагон
booking-office касса
luggage office камера хранения
waiting room зал ожидания
refreshment room=snack bar закусочная
queue очередь
lost property office бюро находок
inquiry office = information bureau справочное бюро
to catch a train успеть на поезд
to miss a train опоздать на поезд
a through train прямой поезд, без пересадки
to change ... for ... пересесть с ... на...
a compartment купе

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to be due ожидаться (по расписанию)


single ticket (BrE) = one way ticket (AmE) билет в один конец
return ticket (BrE) = round trip ticket (AmE) билет в оба конца

4.2 Read the text and try to understand it to be able to do the assignments that
follow.
At the railway station .

It's common knowledge that nowadays people travel a lot. They travel
on business and for pleasure, about the country and abroad. Those who
wish to travel have at their disposal various means of transport: express
trains and big ships, cars and jet airplanes.
Although aircraft are faster and, some people say, more convenient,
the railway is still one of the most popular means of travel. First of all,
the railway tickets are cheaper. And there are people who don't like flying, and
there are others who enjoy travelling by train more than by plane.
With a train you have speed, comfort and pleasure combined. From
the comfortable corner scat of a carriage you have a splendid view of the
countryside. If you are hungry you can have a meal in the dining-car or
the buffet-car and if the journey is long you can have a comfortable bed
in a sleeper.
A big railway station is a very busy and interesting place. There are a
lot of platforms at which trains come in and go out. A train is standing
at one of the platforms ready to leave. The porters are very busy carrying
luggage to the train or pushing it on their trucks. On another platform a
train has just come in. Some passengers are getting out, others are get-
ting in. Those who haven't bought their tickets in advance are waiting in
queues at the booking-office. At the bookstalls people are choosing books,
magazines and newspapers for the journey. At the cloak-room or luggage
office some people are leaving and taking their luggage.
There are a lot of signs in a big railway station. You may see EN-
TRANCE and EXIT. There is also a WAITING ROOM where you can
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relax until it is time to board your train. If you are hungry or thirsty you'll
go to the REFRESHMENT ROOM. If you don't know the number of
the platform from which your train leaves, look for the signs ARRIVALS
and DEPARTURES. They will tell you the number of the platform.
When you arrive in a large town you may leave your heavy luggage at
the station. In this case you will look for the CLOAK ROOM or LUG-
GAGE OFFICE.
If you have lost something you need to find LOST PROPERTY OFFICE.
If you find anything, if it is a small item like glasses or umbrella,
you can take them to the lost property office, too. If it is big, something
like a parcel or a suitcase, report it to the POLICE OFFICE, never touch
it yourself.
You will also see the sign BOOKING OFFICE. This is where you
buy your ticket. If you don't know the time or the platform your train
leaves from you'll go to the INQUIRY OFFICE or the INFORMATION
BUREAU.

4.3 Compare British and American English and remember :

BrE AmE
carriage car
refreshment room snack bar
dining-car buffet-car, restaurant
queue line
luggage baggage
luggage van baggage car
cloak room baggage/luggage office
mail van mail car
a single ticket one way ticket
a return ticket a round trip ticket
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4.4 Find the Russian equivalents in the text to the following:

It's common knowledge; travel on business; travel for pleasure; jet


airplane; railway ticket; speed, comfort and pleasure combined; corner
seat of a carriage; splendid view; porter; to wait in queue; booking-office;
sign; small item; parcel; suitcase; inquiry office.

4.5 Find the English equivalents in the text to the following:

общеизвестно; путешествовать no стране; в их распоряжении;


различные средства транспорта; скорые поезда; хотя самолеты
быстрее; в первую очередь (во-первых); поесть в вагоне-ресторане;
спальный вагон; готов к отправлению; купить билеты заранее;
в газетных киосках; камера хранения (2); зал ожидания; сесть на
поезд (2); бюро находок; касса; справочное бюро (2).

4.6 Match pairs of words similar in meaning:

a) various 1) buffet car


b) plane 2) to arrive
c) dining car 3) snack bar
d) queue 4) line
e) luggage 5) trip
f) to leave 6) baggage
g) to come 7) beforehand
h) journey 8) different
i) cloak room 9) thing
j) refreshment room 10) to depart
k) item 11) luggage office
l) in advance 12) aircraft
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4.7 Match the words opposite in meaning:

a) arrival 1) to push
b) entrance 2) departure
c) to board 3) to get off
d) to pull 4) exit

4.8 Fill in the gaps with the words from the list below.

At the station

I was waiting on the______ for the Bristol train when a______asked me if I


knew the time of the next______ to Oxford.
I______ have to go to Oxford myself, so I knew. A few______ later a man
wanted to know whether the train for Bristol had______ left. I knew that it hadn't
so of course I_____ him. The other man_____why the train from Birmingham was
late. I didn't know but I told him it was_____because of the line repairs. I
couldn't______ why all these people were____ me questions. Then I_____that I
was standing next to a big sign that said: “_____”.

Already, usually, often, platform, train, minute, lady, to inquire, to ask,


to understand, to notice, to tell, information.

4.9 Read and remember the dialogue.

Train ticket

Mr. Spenser: I'd like a ticket for the afternoon train to Brussels.
Ticket agent: What class?
Mr. Spenser: First. I'd like a corner seat in a nonsmoker, facing the engine.
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Ticket agent: One way or round trip?


Mr. Spenser: One way, please.
Ticket agent: It's 34.20.
Mr. Spenser: Do you accept credit cards?
Ticket agent: Only Visa and Master.
Mr. Spenser: I've got a Visa.
Ticket agent: Here is your ticket. The train is departing in fifteen minutes.
Mr. Spenser: What time does it get to Brussels?
Ticket agent: Just a second... It is due to arrive in Brussels at eight sharp.
Mr. Spenser: Thank you very much.
Ticket agent: Have a pleasant journey!

4.10 Translate into English.

1. Давай поторопимся, а то мы опоздаем на поезд.


2. Им не надо делать пересадку. Есть прямой поезд.
3. Хотя она приехала на вокзал в последний момент, она успела на поезд.
4. В какое время поезд должен быть по расписанию в Москве? — В 9 часов
утра.
5. Мы всегда стараемся покупать билеты в оба конца, это удобнее и дешевле.
6. Где купить билеты? — Касса вон там.
7. Сколько стоит детский билет? — Для детей до 12 лет билет
стоит половину стоимости взрослого билета. — Дайте мне два
полных билета и два детских.
8. Мы должны брать билет на ребенка? Ему только 1 год. — Нет,
дети до 2 лет бесплатно.
9. Вы бы хотели место в вагоне для курящих или для некурящих? — Я бы
хотел для некурящих, и нижнее место, пожалуйста.
10. Дайте мне, пожалуйста, билет в оба конца до Дрездена на
завтра. Я бы хотел место у окна по ходу поезда.
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11. Пойдемте на платформу, поезд уже подали. Я пойду в вагон


и займу места. Билеты у тебя? — Да, конечно, только не забудь, что я не могу
ехать против хода поезда.
12. Простите, носильщик, вы свободны? Отнесите, пожалуйста,
мой багаж к третьему вагону. А вы можете донести багаж до
купе?
13. Можете положить ручную кладь на полку для багажа в вагоне.
14. Не кладите мой чемодан на полку.
15. Когда следующий поезд?— Через 15 минут, посадка уже
объявлена.
16. Когда мы отправляемся? — Уже скоро. По расписанию осталось 5 минут.
17. У нас на билетах места в разных купе. Что мы будем делать? — Я думаю,
мы сможем поменяться местами с кем-нибудь.
18. Я буду ждать тебя около камеры хранения через полчаса.

4.11 Fill in the gaps with the suitable modal verbs: must, should, would,
ought to, needn’t, can, could, may.

1. ... you tell me the time?


2. They ... not do this work themselves. They needed help.
3. ... I go with you? No, you....
4. Payment... be made by check.
5. This work ... be done today.
6. ... I have the menu card?
7. He ... to help them. They need his help.
8. You don’t look well, you ... consult the doctor.
9. Why ... I give you my money?
10. You... work hard at your English.
11. She ... get up early tomorrow. She doesn’t work on Sundays.
12. ... I speak to the head waiter? Certainly, you....
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13. You ... serve the customers quickly.


14. She ... not speak any foreign language. She speaks Russian only.
15. We ... go to the restaurant so early because dinner begins at one o’clock.

4.12 Find equivalents to the underlined modal verbs.

1. We must meet at 7 o’clock as we planned before.


2. That waiter cannot speak English.
3. Mary can cook well.
4. Must they come early every day?
5. You must come in time.
6. We must receive and serve our guests very well.
7. You must not smoke here.
8. Must I serve the dinner for you now?
9. He couldn’t explain anything.
10. Can you swim?

5 Hotel business

5.1 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.

customer потребитель
accommodation размещение
catering питание
vicinity близость, соседство, окрестность
vital жизненный
disgruntled в плохом настроении, раздраженный
to treat обращаться, относиться
to provide обеспечивать
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invisible невидимый
parking lot парковка
shuttle service услуги по перевозке
linen постельное белье
to vacuum пылесосить
intruder незваный гость
amenities удобства
pleasurable приятный
ironing board гладильная доска
coffee maker кофеварка
security measures меры безопасности
to maintain устанавливать
to assess оценивать
to perceive воспринимать
to retain сохранять, удерживать

5.2 Read the text and try to understand it to be able to do the assignments that
follow.
Hotel Industry

Hotels operate 24 hours a day providing their guests with accommodation,


catering, entertainment and some other services. For this operation to be
successful, departments must communicate and work together to provide high
quality customer service to the hotel guests.
What goes on behind the scenes should be invisible to hotel visitors, so that
they could enjoy a pleasant stay.
Excellent customer service is to be a hotel business. The two primary goals
of hotels are to make guests comfortable as well as to keep them safe. Hotels need
to implement safety and security measures without making guests feel uneasy.

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In fact, most standard hotels are located in the immediate vicinity of some
tourist attractions so that the guests will have an opportunity to visit them. If the
hotel is located in a city, it should be located near the public transportation. In
addition, the hotel should have a safe and secure parking lot for the hotel guests to
put their cars at overnight. If the hotel is not located near any local attractions, it
will usually provide a shuttle service to the places which guests might be interested
in, for example malls, restaurants, movie theatres, etc.
Standard hotel rooms are to be clean and safe. Before guests arrive at the
hotel, their rooms should be thoroughly cleaned: linens should be changed, the
bathroom cleaned and the floor vacuumed.
Standard hotels will provide guests with many small amenities that are
designed to make their stay as pleasant as possible. Such items as an ironing board,
coffee maker, and refrigerator are available in a standard room to add some
convenience to the staying in the hotel room.
Standard rooms will also have a television set with satellite TV to maximize
the level of relaxation as well as a telephone and an alarm clock next to the bed for
ease of access.
Hotel guests will appreciate catering service of the hotel establishments,
which is represented by a number of restaurants and bars that are ready to satisfy a
great variety of customers’ tastes.
Other hotel services often include a fitness centre, laundry and dry-cleaning
service, concierge service, car rental, room service, souvenir shop, resident doctor,
beauty salon, babysitting etc. Some hotels offer organization of business meetings
and business services, the Internet, free Wi-Fi, photocopying, fax etc.
Hotel guests usually expect a certain level of the hotel service and often will
become disgruntled if they feel they are treated as being unimportant. When
provided with excellent customer service, they will be made to feel special and
sure, they want to stay in this hotel again.

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Thus, maintaining good client relations is an important part of running a


hotel business. Treating guests like old friends can add a level of comfort to their
stay with you.
Keeping hotel guests satisfied with the quality of services provided is a key
to running a successful business.

5.3 Answer the following questions:

1. What does the Hotel industry provide its customers with?


2. What are the guests’ expectations?
3. What does a successful operation of the hotel depend on?
4. Why are most of standard hotels located in the city centers?
5. What are standard room requirements?
6. What amenities are available in standard hotels?
7. What are the two primary goals of hotels?
8. What services make staying at the hotel comfortable?

5.4 Give the English equivalents to the following words:

обеспечивать качественное обслуживание гостей


определенный уровень обслуживания
работать сообща
безопасная парковка
местные достопримечательности
чистота в номере
спутниковое телевидение
меры безопасности
преуспевание в бизнесе

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5.5 Give the Russian equivalents to the following words:

provide customers with accommodation


expect a certain level of service
enjoy a pleasant stay
have an opportunity to do smth.
shuttle service
change linen
vacuum the floor
be available for
make guests comfortable

5.6 Refresh your grammar. Translate the following sentences into Russian, paying
attention to the modal verbs:

Departments must communicate and work together to provide high quality


customer service.
What goes on behind the scenes should be invisible to hotel visitors, so that
they could enjoy a pleasant stay.
Hotels need to implement safety and security measures without making
guests feel uneasy.
The hotel should have a safe and secure parking lot for the hotel guests.
Before guests arrive at the hotel, the rooms should be thoroughly cleaned.

5.7 Translate the following sentences into English, paying attention to the modal
verbs:

1. Вчера мне пришлось убирать все эти комнаты.


2. Можно мне курить здесь? - Да, можно.
3. Вам следует помочь вашему другу. Он не может делать работу сам.

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4. Вам пришлось отложить поездку, потому что была плохая погода?


5. Вам следовало бы забронировать билеты заранее.
6. Я рад, что мне не пришлось уехать раньше.
7. Я не люблю рано вставать, но иногда мне приходится.
8. Официант должен накрыть стол для пяти гостей.
9. Вам не нужно ждать заказа. Вы можете взять любое блюдо, какое хотите.

5.8 Read the text and do the assignments that follow.

Hotel Services
Large hotels usually offer their guests different kinds of services. At the
laundry they can have their things washed and pressed. At the dry cleaner’s they
can clean their clothes. At the shoes repair shop they can have their shoes mended
and polished.

Hotel restaurants have a Room Service department for the guests. Room
service is the service of food or beverages in guests’ rooms. The Room Service
department works together with the kitchen of the restaurant. Hotels are often
judged by the standard of the room service they provide. Five-star hotels provide
room service for at least 18 hours of the day, but more often they provide 24-hour
service, and that service must at all times be friendly, quick and efficient.
The dishes available for service in rooms are listed on a special room service
menu.
The guests can order:
• Breakfast from 6 am to 11 am.
• All day dining from 11 am to 11 pm.
• A la carte dishes from 7 pm to 10 pm.
• Night owl menu from 11 pm to 6 am.

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Most orders to Room Service are given by telephone. The waiters from the
Room Service bring the dishes that were ordered by the guests on trays and
trolleys. They usually knock on the door three times and say loudly, “Room
Service”. When the door is opened the waiter enters the room and greets the guest.
The guest tells where to place the tray or trolley with dishes. The waiters usually
explain what they have brought, ask to sign the bill, and tell the guest to put trays
or trolleys outside their rooms in the passage after they have finished their meals.

5.9 Find the English equivalents in the text:

виды услуг в отеле, обслуживание номеров, обед в течение всего дня,


полуночник, ночное меню, столик на колесиках для подачи пищи, блюда по
выбору.

5.10 Translate into English:

1. Заказы на обслуживание номеров делаются по телефону.


2. Официанты приносят блюда, которые заказывались гостями, на подносах
или тележках.
3. Большие гостиницы обычно предлагают гостям различные виды услуг.
4. Когда дверь открыта, официант входит в комнату и приветствует гостя.
5. О гостиницах часто судят по стандарту обслуживания номеров.

6. Официанты обычно объясняют, что они принесли, и просят подписать


счет.
5.11 Discuss with your classmates:

1) Have you ever stayed at a hotel?


2) When and where was it?
3) How big was the hotel? Describe the facilities and services you used at that
hotel.
4) Would you like to stay at the hotel again? Why?
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5.12 Read and dramatize the dialogue.

Hotel reservation

Clerk: Good afternoon. Seaside Motel.


Carol: This is Carol Taylor. I’d like to make reservation for three people for
the Labour Day Weekend. Do you have any rooms available then?
Clerk: Let me check. How long do you plan to stay?
Carol: Only two days, Saturday and Sunday.
Clerk: Yes, we still have some rooms available. Would you prefer one room
or two rooms that adjoin each other?
Carol: How much do the rooms cost?
Clerk: The cost of one room with two double beds is £79 a night and the
rate for adjoining rooms with one double bed each is £49.
Carol: In that case, let me have just one room.
Clerk: All right. Can you spell your name, please?
Carol: Sure. It’s T-A-Y-L-O-R. Do you need a deposit?
Clerk: No, thank you. We can hold the room for you until 6:00. When do
you plan to get here?
Carol: We should be there by 5 o’clock at the latest.
Clerk: That’s wonderful. We’ll look forward to seeing you then.

5.13 Translate the following dialogues into English.

1.
- Гостиница «Звездная», добрый день!
- Я бы хотел забронировать одноместный номер с ванной на два дня.
- Вы хотите обычный номер или люкс?
- Обычный, пожалуйста.
- На сколько дней и какого числа вы приезжаете?
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- Я приезжаю 12-го, пробуду неделю, может больше. У вас сейчас


много постояльцев? Я смогу продлить проживание в том же номере, если мне
придется задержаться?
- В это время мы обычно загружены, но я уверена, мы сможем что-
нибудь для вас придумать. Вы хотите комнату с видом на море? Или это
необязательно?
- Вид на море - это, конечно, хорошо. Отличаются ли они по цене?
- Да, номер с видом на море на 100 рублей в сутки дороже.
- Это не большая разница в цене для меня.
- Хорошо. На чье имя забронировать номер?

2.
- Простите, вы администратор?
- Да, чем могу помочь?
- Я уезжаю сегодня вечером. Могу я освободить номер до обеда, но
оставить вещи в гостинице до 6 часов вечера?
- Да, конечно, вы можете расплатиться сейчас, освободить комнату до
полудня и оставить вещи у горничной на первом этаже.
- Это надежно?
- Конечно, надежнее, чем в камере хранения. Вот ваш счет.
- Спасибо.
5.14 Refresh your grammar. Note the functions of the gerund in the sentences
below and translate them into Russian.
1. They promised not to undertake any actions without consulting their
partners.
2. Please, excuse me for waiting too long.
3. What is the purpose of her staying here?
4. They were interested in improving hotel service.
5. The process of making this cake is rather difficult.
6. After reading the hotel rules the guests went upstairs.
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6 Management Concepts

6.1 Memorize the words, which you'll come across reading the text. Consult
the pronunciation with the dictionary.

accounting бухгалтерия
food and beverage общественное питание
to report to отвечать перед кем-л., подчиняться кому-л.
subunits подразделение
laundry прачечная
lodging снимаемая или сдаваемая комната, жилье
to assign назначать, определять
to keep current актуализировать
promptly быстро, точно, сразу
physical plant материальная часть
minor repairs мелкий ремонт
linkage сцепление, соединение, связь

6.2 Read the text and try to understand it to be able to do the assignments that
follow.
Rooms Department
The hotel is divided along functional lines into five administrative
departments: rooms, accounting, sales and marketing, food and beverage, and
personnel. The five department heads report directly to the general manager (GM).
The rooms department performs the lodging function of the hotel.
Reservations must be accepted, guests must be hospitably received and
assigned clean rooms, the status of available and occupied rooms must be kept
current, security must be maintained, public spaces such as lobbies must be kept
clean, guests must receive mail and phone messages promptly, and guest questions
must be answered. These are some of the important functions of the rooms
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department. The rooms department is divided into a number of subunits, each of


which performs rather specialized tasks. In many instances, these subunits are also
referred to as departments. For example, the laundry department, which in a
500room hotel is quite large, is responsible for cleaning and pressing all the hotel’s
linens and employee uniforms as well as guest laundry. Its function is extremely
specialized. Little of the knowledge and skills required to manage a laundry
operation are transferable to other areas of hotel operations.
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.
The housekeeping department is responsible for cleaning guest rooms and
public spaces. Security is responsible for guest safety. Finally, the engineering
department is responsible for the operation and maintenance of the hotel’s entire
physical plant, including electrical, heating, mechanical, air conditioning and
ventilation and plumbing. It also performs minor repairs and renovations. A great
deal of interdependence exists between the subunits of the rooms department, thus
calling for close coordination of activities.
Linkages exist between the front office and the reservations department.
Reservations must inform the front office of the number of presold rooms each day
to ensure that a current inventory of rentable rooms is always available. Linkages
also exist between the front office and housekeeping. Information regarding room
status must flow both ways. When a guest checks out, the front office must inform
housekeeping so the room may be cleaned. Once it is cleaned, housekeeping must
inform the front office so the room may be sold.
These are both examples of reciprocal interdependence in which individual
units provide each other with inputs. Other linkages within the rooms department
are illustrative of sequential interdependence, which occurs when the output of one
unit becomes the input of another. An example is housekeeping’s inability to
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properly provision a guest room if the laundry does not supply enough clean towels
or bed sheets. A less obvious example deals with the output of information from
one department to another. For example, engineering cannot replace a defective
light switch in a guest room if housekeeping does not report the problem. These
examples illustrate the reciprocal and sequential interdependence that exists
between subunits of the rooms department. Effective management under these
conditions calls for standardized plans, procedures, schedules, and deadlines.
Coordination between units also requires frequent direct communications
between executives.

6.3 Answer the following questions:

1. What administrative departments is the hotel divided into?


2. What is the function of the rooms department?
3. What is the housekeeping department responsible for?
4. What department is responsible for the hotel’s entire physical plant?

6.4 Give the English equivalents of the following words and find the sentences
in which they are used in the text:

административные отделы (службы), генеральный директор, выполнять


функции расселения гостей, содержать в чистоте места общего пользования,
гостей нужно поселить в чистые комнаты, отдел делится на подразделения,
быть ответственным за стирку и глажку белья, безопасность гостей, большая
доля взаимозависимости, существует связь между разными отделами
(службами).

6.5 Give the Russian equivalents to the following words:

guests must be hospitably received

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manage a laundry operation


fall under the front office department
the hotel’s bell staff
entire physical plant
presold rooms
linkages within the rooms department

6.6 Check if you can translate the following verbal forms correctly. Pay
attention to the predicate in the Passive Voice:

1. The hotel is divided along functional lines into five administrative departments.

2. Reservations must be accepted, guests must be hospitably received.


3. The rooms department is divided into a number of subunits, each of which
performs rather specialized tasks.
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. Security is responsible for guest safety.

6.7 Put the verbs in brackets into the Passive Voice and translate the following
sentences.

1. Many tourists (be) invited to visit this country. 2. These flowers (water) every
day. 3. The order (make) and the dishes (bring) in twenty minutes. 4. This dining
room (use) only on special occasions. 5. These drinks (make) from milk and sugar.
6. The boys (take) to the milk bar tomorrow. 7. Much fish (sell) in that shop
yesterday. 8. This thick soup (make) from meat. 9. The travelers (be) served very
well now. 10. This table (not/to be) served yesterday. 11. Restaurant specialties
(serve) for lunch tomorrow. 12. Big cake (serve) for dessert every day. 13. Many
new hotels (open) in London every year.

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6.8 Read the text and translate it from Russian into English. Use the dictionary.

Гостиничное хозяйство включает в себя множество служб. У входа


приезжих встречают швейцары. Работники служб приема и обслуживания
размещают гостей в номерах и общаются с ними. По окончанию оформления
коридорный или посыльный провожает посетителя до предоставленного ему
номера, помогает поднести багаж. Служба горничных отвечает за уборку
номеров, холлов, коридоров и других внутренних помещений, в которых
осуществляется прием и обслуживание клиентов. Круглосуточно трудятся
повара, официанты, метрдотели, их работу обеспечивают хозяйственные
службы. Задача руководителей каждой службы контролировать весь процесс
работы персонала и умело разрешать конфликты, от которых может
пострадать престиж гостиницы. Все вместе они создают атмосферу
гостеприимства.

6.9 Read the text and do the assignments that follow.


Personnel department

A hotel’s personnel department is a staff organization set up to handle a


specialized function. It serves no customers, books no business, and prepares no
meals, yet it plays a vital role in a hotel’s efficient operation. The personnel
department is subdivided into three subfunctions: employee recruitment, benefits
administration, and training. The personnel director must be an expert on labor law
and able to advise managers in other departments. While these three subfunctions
are related, they do not present many problems of interdependence. Instead, the
personnel department’s major challenge occurs as it attempts to interact with other
hotel departments. Personnel may recruit, interview, and screen prospective
employees, but final hiring authority resides in the line departments. The same is
true of promotion and disciplinary decisions, where the personnel department’s
input is advisory only. As a staff department, personnel’s effectiveness is largely
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dependent on its manager’s ability to form effective working relationships with


other departments.

6.10 Find the English equivalents in the text and use them in your own
situations:

организация персонала
играть важную роль
делиться на три подразделения
наем работников
давать советы менеджерам
подразделения взаимодействуют
возникают сложности
решения по дисциплинарным мерам
эффективность персонала
во многом зависеть от…

6.11 Translate into Russian:

Employee recruitment, vital role, to reside in, handle a specialized function,


hotel’s efficient operation, benefits administration, be an expert on labor law,
subfunctions are related, problems of interdependence, attempts to interact with
other hotel departments, screen prospective employees, the personnel department’s
input, form effective working relationships.

6.12 Read and translate the text into English.

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Отдел персонала
Важнейшей базовой предпосылкой обеспечения слаженной работы
всего сервисного процесса является формирование и развитие коллектива,
способного наилучшим образом выполнять свою работу и создавать в отеле
атмосферу гостеприимства. Этой задачей занимается отдел персонала, в
функции которого входят набор сотрудников, обучение персонала,
проведение аттестаций.
Набор сотрудников осуществляют с помощью объявлений при участии
профессиональных агентств по подбору и найму или внутри отеля с
помощью продвижения своих сотрудников по служебной лестнице. Далее
осуществляется отбор наиболее подходящих работников из потенциальных
кандидатов с помощью: анкетирования; собеседования; тестирования;
запроса на прежнее место работы; медицинского освидетельствования.
Обучение персонала делится на первоначальное (обучение
поступивших на работу) и повышение квалификации. С момента прихода на
работу обычно проводится профориентация - ознакомительное занятие,
помогающее новому сотруднику понять основные принципы взаимодействия
отделов отеля и работников его подразделения. На первое время к нему
следует приставить более опытных и квалифицированных коллег для
введения в курс дела. Заботясь о высокой производительности труда,
организация должна уделять внимание повышению компетентности своих
трудовых ресурсов, для чего необходимы разработка специальных учебных
программ, обучение и переподготовка работников.
Аттестацию сотрудников гостиницы принято проводить регулярно. В
ходе аттестации начальник каждого подразделения оценивает следующие
качества своих подчиненных: техническое мастерство; старательность;
инициативность; умение общаться с клиентами, коллегами, начальством.

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6.13 Refresh your grammar. Note the functions of the participles in the
sentences below and translate them into Russian.

1. The ingredients having been used in making the cake were of best
quality.
2. Having cleaned the room the chambermaid closed the door.
3. Given the task the official began to work.
4. All the dishes being served at this restaurant are of Italian cuisine.
5. Having finished breakfast we asked for coffee and chocolate.

7 Hospitality industry

7.1 Memorize the words and word-groups, which you'll come across reading the
text. Consult the pronunciation with the dictionary.

disadvantage невыгодное положение

routinely регулярно

vulnerable уязвимый

injured травмированный

negligence небрежность, халатность

concern проблема, опасение

to adhere (to) придерживаться чего-л.

feasible осуществимый, возможный

arson поджог

sprinkler разбрызгиватель

aid kit аптечка

cardiopulmonary resuscitation реанимационные мероприятия


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7.2 Read the text and try to understand it to be able to do the assignments that
follow.
Safety and Security

Hospitality includes providing a safe environment for guests. There is


nothing more important in any service industry then keeping the customer happy
and safe. No other service industry has the burden of keeping guests safe as much
as the tourist industry, because no other service industry has customers at such a
disadvantage. Hotel quests routinely leave their rooms with valuables inside. They
can become vulnerable when sleeping or showering, or injured of the hotel’s
negligence. So there are a lot of things to think about from the point of view of
management, and security is one of the major concerns.

The security department of a hotel is vital to delivering hospitality to guests.


This department is responsible for establishing the details of the following
systems: guest and employee safety, room key security, fire safety systems, bomb
threat action, emergency evacuation plans, employee safety training plans,
emergency communication plans.

The security department is often regarded as a passive department, reacting


only when called on. In reality, it is a very active department. One of the
department’s goals is to prevent emergencies through planning. Another goal,
however, is to train all hotel employees to respond to emergencies. The security
department of a hotel is organized like any other department. At the head of the
department is the director of security – a trained professional who must ensure that
a busy hotel filled with guests, employees, and equipment stays safe.

The security director needs personnel, technology, and a budget to operate a


24 hour control system for the hotel. The number of people required to staff this
department depends on the size of the hotel. National, state, and local safety codes
and ordinances require the hotelier to adhere to a long list of rules and regulations.

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Hotels must have safe and secure door locks, fire prevention measures, exit
strategies and plans, pool safety, security cameras.

Card key locks are an investment in guest security and safety. The electronic
key system and smart card can be used for guest rooms as well as other areas of the
hotel. As each new guest registers, a fresh plastic key is produced. The new
combination for the guest room lock will respond only to the new guest room key.

Smoke alarm installation and maintenance, sprinkler system installation and


maintenance, fire drill testing, fire alarm operation and maintenance, are all very
important in ensuring the safety of guests. The hotel staff should be equipped with
fire safety plans, first aid kits and breathing assistance, such as a respirator, in case
of an emergency.

Pools and spas should have lifeguards, however most to do. Hotels with
pools should enforce pool hours and hotel stuff should be trained in CPR
(Cardiopulmonary resuscitation) and first aid. Hotel guests should be the only ones
with access to the pool and spa facilities. Entrance to the facilities should require
activated room card key. Guests in turn should follow some basic guidelines which
will help keep stress and problems to a minimum, making travel an enjoyable and
safe escape.

7.3 Answer the questions:

1.What is more important for a service industry?


2. Why is security a vital part of hotel management?
3. What are the duties of the security staff?
4. Why is the installation of security cameras so essential for the hotel?
5. How does the card key work?

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7.4 Give the Russian equivalents to the words:

keeping the customer happy and safe


hotel's negligence
well lit and visible areas
in the absence of
in case of an emergency
follow some basic guidelines

7.5 Translate the following sentences into English. Use the dictionary.

Обеспечение безопасности в гостинице - проблема общая. Она касается


защиты жизни и здоровья гостей и работников гостиницы, а также
сохранности имущества.

В обязанности секьюрити входит наблюдение за порядком в холле


отеля и других помещениях, а также реагирование на сообщения от
постояльцев по поводу всевозможных инцидентов.

Большинство крупных отелей сегодня оснащены современными


системами видеонаблюдения, а их номера открываются при помощи
специального электронного ключа, что значительно снижает криминальный
риск в отеле.

Служба безопасности гостиницы занимается разработкой процедур


реагирования на чрезвычайные происшествия, повседневной безопасностью
гостевых комнат, контролем ключей, предотвращением краж, контролем
замков, наружным освещением, системой охранной сигнализации, системой
наблюдения с помощью телемониторов.

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7.6 Read the text and try to understand it to be able to do the assignments that
follow.
Not always hospitable

Hospitality may be one of the most exciting industries to work in but as


Asha Khan reports, it isn’t an easy life.
The hospitality industry is one of the fastest-growing industries in the world.
It offers some exciting careers and a lot of job satisfaction.
But it isn’t easy working in a hotel-the peak holiday season is hard work,
with employees often working long hours and sometimes seven days a week.
Teamwork
Every member of staff, from the housekeeper to the hotel manager, is
responsible for the hotel. In smaller hotels and motels one manager is usually
responsible for rooms, the foods and beverage service, registration and general
management. There is a wide variety of jobs in larger hotels, including
administration jobs such as accountant and marketing executive.
Benefits
Hotel employees get paid sick leave and holidays, as well as other benefits
like free food and, occasionally, free holidays! Many hotels also offer free or cheap
live-in accommodation and have resident managers and concierges.
People
The hospitality industry is different from other industries. Hospitality is
people dealing with people, from the porter to the hotel manager. If you don’t like
people, this isn’t you’re the career for you.

7.7 Answer the following questions:

1. Why is the hospitality industry not always hospitable?


2. What responsibilities does a hotel manager have in a small hotel?
3. In what ways is the hospitality industry different from other industries?
4. Find three adjectives that describe a career in the hospitality industry?

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7.8 Match the jobs with the duties. Use the dictionary.

a) chambermaid 1) carries guests’ bags to their rooms


b) hotel manager 2) cleans guestrooms
c) bartender 3) serves guests in the restaurant
d) accountant 4) manages all the hotel staff
e) concierge 5) serves guests at the bar
f) porter 6) finds business for the hotel
g) waiter 7) gives information and helps guests
h) marketing manager 8) does the hotel’s finances

7.9 Match the words to make hotel facilities and services:

a) ensuite 1) dryer

b) 24-hour 2) bathroom
c) quality
3) furnishings
d) spacious
e) hair 4) telephone

f) direct-dial 5) service
g) satellite
6) room service
h) porter
i) dry 7) cleaning

8) rooms

9) TV

7.10 Work in groups and discuss the questions:

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1. What facilities are important to hotel guests if they are on business trip?

2. What other facilities are important to these people when choosing a hotel?

3. What are the most important facilities for you when staying in a hotel?

7.11 Put the verbs in brackets into the correct form. Use Active or Passive Voice.

What’s it really like?

Amelia Humber has worked in the hospitality industry all her life, and she
now (run) ______ her own Bed and Breakfast. Amelia Humber: I (start) ______
working in hotels at a very early age, initially as a chambermaid to earn some extra
money whilst I (be) ______ at school. I (leave) ______ school at 16 and started
working fulltime, but the long hours (mean) ______ that I knew I was going to
have to do some further education if I (not want) ______ to be stuck doing such
hard work for the rest of my career. I (go) ______ back to college and did an NVQ
in hospitality which (teach) ______ me the business side of the practical work I
(do) ______. After this I started working as a receptionist at a hotel, and gradually

(gain) ______ more and more responsibility in my job. I (begin) ______to learn
more about the money aspect of running a hotel, and (teach) ______ how to cash
up and how to delegate money to various departments. I (work) ______ in this
position for a number of years and (earn) ______ the trust and respect of my
employers. I was later (award) ______ with an assistant housekeeper job, which
can (liken) ______ to vocational training, and I (learn) ______ skills on the job
which went towards a diploma in hotel management. After a few years in this
position, I left the company and (join) ______ the hotel chain Novotel, and after
working as an assistant position for a year, I (promote) ______ to head
housekeeper. This was a very demanding job and I was unable to remain in the
position fulltime once I (have) ______ children, but I replaced this with a job share
and (return) to fulltime work once the kids (be) ______ all at school. After 15
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years of being back in this position my husband and I (decide) ______ to turn our
house into a Bed and Breakfast and make our money out of the spare rooms we
now (have) ______ available after the children (leave) ______. I (not be able)
______ to make this decision if I (not have) the experience of being a
housekeeper. The job of a housekeeper (be) ______ demanding as you have to be

great with people but willing to stand your own ground. It is very rewarding
though, and if you (do) ______ it well you (receive) ______ a huge amount of
satisfaction from the job.

8 Hotel gradation

8.1 Memorize the words and word-groups, which you'll come across reading
the text. Consult the pronunciation with the dictionary.

accommodation размещение

bed and breakfast (B&B) небольшая частная гостиница

budget hotel недорогая гостиница

apartment квартира

hostel общежитие

expensive hotel дорогая гостиница

counterpart конкурент

en-suite room многокомнатный номер в гостинице

a wide range on offer широкий диапазон предложений

guest-house дом для гостей

self-catering apartment квартира без обслуживающего персонала

fully-equipped flat полностью оборудованная квартира

waterside restaurant ресторан на берегу водоема


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hotel chain сеть гостиниц

facilities удобства, помещение для чего-либо

linen белье

laundry прачечная

dry cleaning химчистка

premises дом с прилегающими к нему постройками

amenities удобства

twin room комната на двоих

family room комната для семьи

lounge гостиная

to book online забронировать через интернет

cooking facilities кухня, место где можно готовить

entertainment развлечение

ale-and-pie house пивная

family-run hotel семейная гостиница

uptown reservations заказ гостиничного номера в самой престижной


части города

8.2 Read the text and try to understand it to be able to do the assignments that
follow.
Guide to accommodations in London

London is one of the world’s most exciting cities-but is it possible to find


reasonably priced accommodation there? Once you start delving you soon find that
there are all sorts of good-value options, including bed and breakfast, budget

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hotels, apartments, hostels and university residences, often with a lot more
character than their more expensive hotel counterparts.
B&B is particularly British way of enjoying good, comfortable
accommodation with a home-from-home feeling. Many visitors are surprised to
discover such a wide range on offer in a bustling city like London. Agencies have
portfolios of accommodation in small guest-houses or with families, some
centrally-located, some in accessible suburbs, all offering a warm welcome to
visitors.
Self-catering apartments are ideal for those on a budget and West London’s
Clarendon House Apartments, about 30 minutes by underground from Piccadilly
Circus, has fully-equipped flats available from around £250 per week. Westminster
University Halls of Residence offer self-catering summer stays in central locations
such as Victoria, Waterloo and the city – at present from £21.
Younger – and young-in-heart-travellers may find one of London’s newest
hotels is ideal for them. The Piccadilly Hotel, beside Piccadilly Circus, is a
backpackers’ dream, with dormitory beds available at £12 per night, including
breakfast and linen. There are twin and family rooms, too; a lounge with 100-
channel TV and an internet suite.
The smaller hotel groups, such as Fullers Hotels (rooms available at
weekends for £85) with their excellent pub-restaurants attached, bring a flavor of
old London to their guests. They include the Chamberlain near Tower Bridge and
the Sanctuary House near Westminster Abbey, with its ale-and pie house on the
ground floor.
London has many small hotels, generally clustering around main rail termini
such as Victoria or King’s Cross. Some are family-run, most fully accredited to the
London Tourist Board and so of good standard.

8.3 Answer the following questions:

1. What are the good value options for accommodation in London?


2. Why is B&B so notable?
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3. What is the price range for different hotels?


4. What is the alternative accommodation for those who don’t want to stay at a
hotel?
5. Which hotels are the cheapest and why?
6. What can young travelers choose as accommodation?
7. What can smaller hotels and hotel groups offer to a tourist?

8.4 Translate into Russian:

reasonable priced accommodation, good-value options, en-suite room for


two, type of accommodation, wide range on offer, portfolios of accommodation,
self-catering summer stays, young-in-heart travellers, bookable online, cooking
facilities, excellent pub-restaurant attached.

8.5 Give the English equivalents to the following words and word-
combinations:

гостиница, бар, комфортабельное размещение, расположенный в


центре, доступный пригород; полностью оборудованные квартиры, около 30
минут на метро; сеть гостиниц; включая завтрак и белье; комната на двоих;
комната на семью; гостиная с телевизором, транслирующим 100 каналов; на
первом этаже; сосредоточены вокруг главных железнодорожных станций;
аккредитованы Лондонским Отделом туризма.

8.6 Match pairs of words similar in meaning:

a) flat 1) rate
b) hotel 2) to reserve
c) dormitory 3) ale house
d) sitting room 4) next door

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e) downtown 5) apartment
f) superb deal 6) center
g) near 7) halls of residence
h) price 8) bed & breakfast
i) pub 9) lounge
j) to book 10) to reserve
k) online 11) really
l) to seek 12)via internet
m) indeed 13) good-value price
n) located 14) to delve

8.7 Match pairs of words opposite in meaning:

a) cheap 1) expensive hotel


b) new 2) suburb
c) guest 3) more
d) budget hotel 4) uptown
e) less 5) expensive
f) downtown 6) long-established
g) old-fashioned 7) owner
h) center 8) fashionable

8.8 Match the words on the left with the definitions on the right:

Hotel system of accommodation in which you pay for a room for a


nigh and for breakfast the following morning;

Inn accommodation with large bedrooms where several people


sleep, usually students of a particular university;

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Bed & Breakfast blocks of rooms or flays belonging to a university or college


which are used by students;

Hostel a house owned by local government authorities or


sometimes universities where people can stay cheaply for a
short time;

Dormitory a building where people stay for some time usually when on
holidays or in business, and pay for their rooms and meals;

Halls of residence a small hotel, or just another name for a hotel used in AmE
to make it sound old-fashioned or more attractive.

8.9 Translate into English:


1. Самый легкий способ забронировать гостиницу - через Интернет.
2. Что может быть лучше элегантного особняка в викторианском стиле в
модном районе Кингсбридж?
3. В маленькой гостинице я чувствую себя как дома.
4. Агентство предлагает комнату на двоих в частном доме с кухней и
отдельной ванной за 60 фунтов в сутки.
5. Общежитие расположено в 20 минутах езды на метро от центра города.
6. Мечта туриста - молодежная гостиница в центре, похожая на общежитие,
всего лишь за 14 фунтов в сутки.
7. Возле гостиницы есть ресторан и кафе, где можно недорого заказать
горячий обед.
8. Бар на первом этаже предлагает широкий ассортимент пива и ночные
развлечения в пятницу и субботу.
9. В небольших гостиницах в стоимость проживания включены завтрак и
белье.
10. Частные семейные гостиницы чаще всего расположены около больших
железнодорожных станций.

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8.10 Read the hotel descriptions and match them to their star ratings.

One star (3) two star three star four star five star

1. A degree of luxury is included at this level. Public areas and bedrooms are
more spacious with quality furnishings and décor and satellite TV. The en suite
bathrooms are fully equipped. A variety of services is provided, such as porter
service, 24-hour room service, laundry and dry-cleaning. Staff will have very good
technical and social skills, anticipating and responding to guest’s needs.
2. Hotels in this category provide luxury and exceptional comfort. The
restaurant has a high level of technical skill, producing dishes to the highest
international standards. Staff are well trained in customer care and are especially
attentive, efficient and courteous.
3. Hotels in this category offer practical accommodation and are probably
small with a family atmosphere. Facilities and meals are simple. Some bedrooms
do not have an en suite bath or shower room, although maintenance, cleanliness
and comfort need to be of an acceptable standard.
4. In this classification hotels are typically small to medium sized and offer
more extensive facilities than at the one-star level. Guests can find more
comfortable and well-equipped accommodation, usually with an en suite
bath/shower room and colour TV. Hotel staff will offer a more professional service
than at the one-star level.
5. Hotels are usually larger and provide a greater quality and range of
facilities than at the lower levels. All bedrooms have a complete en suite
bath/shower room and offer a better standard of comfort and equipment, such as a
direct-dial telephone, a hairdryer and toiletries in the bathroom. Room service is
also provided and staff respond well to guests’ needs.

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8.11 Translate the following sentences into Russian paying attention to the
use of Complex Subject.

1. This hotel is said to be very fashionable now.


2. Japanese cuisine is considered to be very popular now.
3. He is known to be a good manager.
4. The tourists were expected to arrive in the evening.
5. The waiter is considered to be the best in the restaurant.

8.12 Translate the following sentences into English paying attention to the use of
Complex Subject.

1. Известно, что это самый дорогой отель в городе.


2. Говорят, то шеф-повар учился во Франции.
3. Предполагалось, что гости приедут днем.
4. Ожидалось, что номер будет свободен к 12 часам дня.
5. Сообщается, что к вечеру погода резко ухудшится.

9 Restaurants

9.1 Memorize the words, which you’ll come across reading the text. Consult the
pronunciation with the dictionary.

restaurant ресторан
menu меню
beverage напиток
to consume потреблять
premises территория заведения
venue место сбора, встречи
diversity разнообразие
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cuisine кухня (напр. национальная)


servant слуга
to dine out обедать вне дома
a la francaise по-франзуски
to help oneself обслужить себя
help yourself! угощайтесь!
refined утонченный,изящный
waiter официант
bill счет
restriction ограничение
to license лицензировать
to sample пробовать
hassle ссора

9.2 Read the text and try to understand it to be able to do the assignments that
follow.

Restaurants
Types of Restaurants
The standard way in which restaurants operate is that customers sit at tables,
a waiter comes to take their order, and later brings the food, and the customers pay
the bill afterwards. Depending on local custom, a tip of varying proportions of the
bill (often 10-20%) is added, which goes to the staff rather than restaurant.
Restaurants often specialise in certain types of food. For example, there are
seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally
speaking, restaurants selling “local” food are simply called restaurants, while
restaurants selling food of foreign origin are called accordingly, for example, a
French restaurant and a Chinese restaurant.
Depending on local customs and the establishment, restaurants may or may
not serve alcoholic beverages. Often, laws governing the sale of alcohol prohibit
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restaurants from selling alcohol without a meal, because otherwise, such a sale
would be an activity for a bar, which are meant to have more severe restrictions.
Some restaurants are licensed to serve alcohol, and/or permit customers to “bring
your own” alcohol (BYO/BYOB*).
In economics, restaurants are the end of the supply chain in the food-service
industry. There is usually too much competition in most cities since barriers to
entry are relatively low, which means that for most restaurants, it is hard to make
profit. In most First World industrialized countries, restaurants are heavily
regulated to ensure the health and safety of the customers.
The typical restaurant owner faces many obstacles to success, including
raising initial capital, finding competent and skilled labour, maintaining consistent
and excellent food quality, maintaining high standards of safety, and the constant
hassle of minimising potential liability for any food poisoning or accident that
may occur. This is why restaurants seem to come and go all the time.
*BYOB is short for “bring your own booze (alcohol)”

9.3 Find the following word combinations in the text and translate them:

the standard way, to take the order, to pay the bill afterwards, to add, it goes
to the staff, certain types of food, seafood restaurants, food of foreign origin, to be
licensed to serve alcohol, foodservice industry, food poisoning, bring your own
booze.

9.4 Translate into English:

посетитель ресторана; в зависимости от местных традиций; принять


заказ; оплатить счет; алкогольные напитки; строгие ограничения;
попробовать все блюда в меню; слишком большая конкуренция; трудно
получать прибыль; найти компетентную рабочую силу; обеспечивать
здоровье и безопасность; пищевое отравление.
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9.5 Match the words to make word combinations and translate them:

a) local 1) merit

b) seafood 2) restaurant

c) alcoholic 3) industry

d) culinary 4) coverage

e) roughly 5) quality

f) critical 6) menu

g) thorough 7) capital

h) various 8) beverages

i) entire 9) assessment

j) foodservice 10) poisoning

k) heavily 11) custom

l) initial 12) labour

m) skilled 13) regulated

n) consistent 14) equivalent

o) food 15) options

9.6 Match the words similar in meaning:

a) wear 1) alcohol
b) work 2) customer
c) booze 3) sample
d) allow 4) operate
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e) feel 5) rarely
f) check 6) entire
g) seldom 7) clothing
h) client 8) revenue
i) whole 9) bill
j) flee 10) diversity
k) labour 11) in general
l) variety 12) permit
m)profit 13) run away
n) try 14) staff
o) generally speaking 15) perceive

9.7 Match the words with the definitions:

a) People who work at the restaurant


b) Captain or Host or Hostess
c) Waiter or Waitress
d) Busboy
e) Sommelier
f) Bartender
g) Buffet server
h) Floor supervisor
i) Cashier
j) Manager
k) Chef
l) Kitchen aid
m) Dishwasher

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1) a person who serves drinks at the bar or in the bar if it is a separate


establishment;
2) the head cook;
3) a person who meets and sits the guests;
4) a person who washes dishes;
5) a person who takes the orders and serves the meals;
6) a person who waits on guests at a buffet or helps people to choose from a
buffet menu;
7) a person who works in the kitchen but doesn’t actually cook or just makes
simple things like salads;
8) a person who pours water, clears and sets tables, and performs other similar
chores;
9) the head waiter or waitress;
10) the person who actually prepares meals;
11) a person who takes orders for wine and sometimes for other alcoholic
drinks;
12) a person who receives payments from the guests.

9.8 Read and remember the dialogue.

Finishing the meal

Waiter: Would you like anything for dessert?


Peter: Just a black coffee for me, please. What about you two?
Hanna: I’ll have a white coffee, please, and a piece of cheesecake.
Bennie: Nothing for me, thanks.
Peter: And could I have the bill, please.
Waiter: Certainly, sir. Just a moment. Here you are.
Bennie: Let me have it. I’ll pay.

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Peter: Oh, no, no, Bennie, it’s my treat. Oh, there is a mistake here. Excuse
me, the bill is wrong. We didn’t order two bottles of wine. We only had one.
Waiter: Yes, you are right. I’m sorry, sir. I’ll change the total.

Peter: Do you accept credit cards? Visa?

Waiter: Definitely, sir. Thank you very much.

9.9 Put the verbs in brackets into the correct form paying attention to the use of
Complex Object.

1.Would you like him (serve) breakfast now? 2. They know her (to be) a good
cook. 3. Father wouldn’t let the children (play) in the kitchen. 4. We don’t want
him (tell) this story. 5. Pete made us (wait) for a long time. 6. Dad saw him (open)
the door. 7. I heard her (play) the guitar. 8. Mother wants her (learn) French. 9.
This task is difficult for you to do, let me (help) you. 10. Kate saw him (go out) of
the restaurant. 11. We know Mark (to be) a good cook. 12. They expect their
guests (come) in time. 13. I would like you (to bring) him a cup of coffee.14. The
headwaiter ordered the waiter (lay) the table again. 15. Would you like me (bring)
dessert now? 16. The waiter made us (wait) for one hour. 17. Hotel rules don’t
allow people (bring) animals with them.

9.10 Role play.

Student A

You come to a restaurant. Choose the place, food from the menu, ask the
waiter to describe the food you don’t know the names. Make your order.
Complain. Ask for the check. Pay the check and leave the tip.

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Student B
You are a waiter/waitress. Welcome the customer. Help to choose, explain
the names of different food, take the order, and apologize for the things the
customer is complaining about. Bring the check. Be polite and friendly.

9.11 Discuss with the classmates:


1. Restaurant traditions and etiquette in Russia.
2. Traditional Russian cuisine.

10 Entertainment

10.1 Memorize the words, which you’ll come across reading the text. Consult
the pronunciation with the dictionary.

entertainment развлечение, прием гостей


accommodation жилье, помещение
catering ресторанное обслуживание
variety многообразие, разнообразие
schedule график, план, расписание
performer артист, исполнитель
to entertain принимать, угощать
to create создавать, задумывать
doable выполнимый
challenge сложная задача, проблема
constraint принужденность; стеснение; скованность
to run управлять, направлять
range (of ) ассортимент, коллекция
outgoing дружелюбный, коммуникабельный
to be “on” выходить на сцену; быть на виду
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to maintain обслуживать, содержать в исправности

10.2 Read the text and try to understand it to be able to do the assignments
that follow.
Entertainment
Сhoosing a hotel guests expect a certain quality accommodation, catering
and activities. Entertainment has risen to new level in the vocation decision–
making process. There is a growing influence of entertainment on vocation travel
choices. Today the travelling public wants to have fun, to be entertained, to enjoy
fantasy, and to escape from the realities of everyday life. That’s why hotels provide
entertainment programs for their guests.
Lots of people prefer to mix rest with activity. That’s why the hotel
entertainment team provides them with a large variety of entertainment both day
and night meaning that they will not be bored for one minute.
Both children and adults are welcome to take part in the various activities
which are scheduled throughout the season. Sport competitions, bingo, terrace
games and aquagym are just some of activities run during the day.
Many hotels, especially all inclusive ones, provide entertainment programs
for their guests. For those places that are secluded, having entertainment is a must.
Some hotels have regular staff whose sole job is to entertain. This route often leads
to a special bond between entertainers and the guests, which makes their vocation
more memorable. Sometimes hotels contract outside performers to entertain from
time to time.
A combination of both could also work. There are several different types of
entertainment out there, and creating a program that is both successful and doable
is the challenge that every hotel entertainment specialist must make. While
planning hotel entertainment program it’s necessary to keep in mind the needs and

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wants of the guests, the constraints and special features and theme of the type of
hotel. A little planning and hard work can make all the difference for the guest’s
vocation.
Hotel entertainment team, responsible for the organization and delivery of
the daytime and evening entertainment program suited to all hotel guests, is
providing them with a memorable holiday experience.
They organize, run and actively take part in the daytime recreational activity
before taking centre stage for the evening entertainment. They host children’s
disco, a variety of game shows and a range of fun & exciting events as well as
communicating with guests on a daily basis.
Animators must be multitalented actors, singers and improvisation
specialists, highly outgoing with good sense of humor and enjoy working with
people. They must love constantly be “on”. They need high energy for their work
at motivating and entertaining guests.
Sport animators must be knowledgeable of different kinds of sports and
beach activities. Their duty is to maintain equipment in safe working order and
ensure quests that safety and service is always the first priority.

10.3 Say whether the following statements are true or false:

1. Entertainment influences on vocation choice of traveling public.


2. Travelling public wants to escape from entertainments.
3. Travelers never mix rest with activity.
4. Travelers prefer to combine recreation with activity.
5. Some hotels have regular staff whose job is to entertain.
6. Animators can be dull.

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10.4 Discuss with your classmates:

1. What kind of service do quests usually expect?


2. What is the job of entertainment team staff?
3. What is the main duty of sport animators?
4. How does entertainment influence on vocation travel choice?
5. Do all hotels have regular entertainment team staff?
6. What are entertainers responsible for?

10.5 Translate into Russian:

To escape from the realities of everyday life, to mix rest with activity, to
entertain from time to time, program suited to all hotel guests, to make vocation
more memorable, to keep in mind, range of fun & exciting events, responsible for
the organization.

10.6 Find the English equivalents in the text and use them in your own
sentences.
Предоставлять развлекательные программы, выбор отеля, иметь
чувство юмора, приглашать артистов со стороны, желания гостей,
гарантировать безопасность, совмещать отдых с активной деятельностью,
убежать от реальности.

10.7 Match the words on the left with the definition on the right.
a) guest 1) to give a performance that people enjoy
b) extreme sport 2) things that you do to enjoy yourself
c) entertain 3) activity that is exciting and dangerous
d) sense of 4) someone who is paying to stay at a hotel or eat in a restaurant
e) take part in 5) a natural ability or quality that some people have
f) recreation 6) to be involved in an activity with other people
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10.8 Translate the following sentences into English. Use the dictionary.

1. Туристическая анимация начала развиваться с 1970х гг. и только в


середине 1990х гг. появилась в России.
2. Туристов объединяет не только интерес к культуре, обычаям, традициям
народов мира, желание познакомиться с историческими
достопримечательностями, но и желание отдохнуть и развлечься.
3. Гостиничная анимация включает в себя развлекательные, спортивно-
оздоровительные мероприятия, работу клубов и многое другое.
4. Тураниматор – это специалист, занимающийся разработкой
индивидуальных и коллективных анимационных программ.
5. Анимация для детей является одним из важных направлений аниматорской
деятельности в отеле.
6. Для организации эффективной работы с детьми необходимо иметь
соответствующие помещения, оснащенные различным инвентарем для
рисования, лепки, подвижных и развивающих игр и т.д.
7. В качестве формы аниматоры носят яркие футболки, позволяющие
туристам видеть и узнавать их издалека.
8. Планируя развлекательное шоу, менеджер-аниматор должен учитывать
возраст участников и зрителей, уровень образованности, пол, этническую
принадлежность.
9. Работа аниматора интересная и веселая, поэтому традиционно
аниматорами работают молодые люди.
10. Вместе с аниматорами работают певцы, профессиональные танцоры и
музыканты, которых специально приглашает и оплачивает администрация
отеля.
11. По оценкам специалистов, в настоящее время включение анимационных
программ в содержание туристских маршрутов и поездок, в работу отелей
повышает их престиж и востребованность на рынке туристских услуг.

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12. Тематические и развлекательные парки являются мощным средством


привлечения туристов в Европе и крайне важны для индустрии путешествий.

10.9 Translate the following sentences into Russian. Mind the form of the
verb in “if-clause”.

1. If the weather had been fine yesterday the tourists would have gone to the
excursion.
2. I wish they would visit such a beautiful place.
3. If she knew about this country before she would visit it earlier.
4. I wish I had lived not far from this resort.
5. If I came later I would be late for the breakfast.
6. If she had known the time-table she wouldn’t have missed the flight.
7. If I were in your place I wouldn’t pay for such service.

10.10 Use the suitable form of the verbs in “if-clause”.


1. If I (come) later I (be) late for breakfast.
2. If he (know) the timetable he (miss) the bus.
3. I wish you (know) about this place before.
4. We (not to have) lunch until you (come).
5. You (be) late if you (not take) a taxi.
6. I’m afraid the train (go) before we (come) to the railway station.
7. They (serve) the dessert to him as soon as he (finish) the main course.

10.11 Make up a dialogue between animator and tourist.

11 Ecotourism

11.1 Memorize the words and word combinations, which you’ll come across
reading the text. Consult the pronunciation with the dictionary.

to protect защищать, охранять


to strive стараться, бороться
respect for human rights уважение прав человека
fragile хрупкий, временный
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pristine древний, изначальный


foster воспитывать, обучать, побуждать
environmental awareness осознание важности экологических проблем
to appeal обращаться, взывать
enhance увеличивать, усиливать
financial benefits финансовая выгода
recycling вторичное использование
tranquil спокойный, уравновешенный
empowerment доверенность, полномочие
conscious сознательный
personal growth личный рост
cultural heritage культурное наследие

11.2 Read and translate the text. Use the dictionary.


Ecotourism
Ecotourism (also known as ecological tourism) is travel to fragile, pristine,
and usually protected areas that strives to be low impact and (often) small scale. It
helps educate the traveler, provides funds for conservation, directly benefits the
economic development and political empowerment of local communities, and
fosters respect for different cultures and for human rights. Ecotourism appeals to
ecologically and socially conscious individuals. Generally speaking, it focuses on
volunteering, personal growth and learning new ways to live on the planet. It
typically involves travel to destinations where flora, fauna, and cultural heritage
are the primary attractions. Ecotourism is a conceptual experience, enriching those
who delve into researching and understanding the environment around them. It
gives us insight into our impacts as human beings and also a greater appreciation
of our own natural habitats.
Responsible ecotourism includes programs that minimize the negative
aspects of conventional tourism on the environment and enhance the cultural
integrity of local people. Therefore, in addition to evaluating environmental and
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cultural factors, an integral part of ecotourism is the promotion of recycling,


energy efficiency, water conservation and creation of economic opportunities for
the local communities.
Ecotourism is a form of tourism that involves traveling to tranquil and
unpolluted natural areas. According to the definition and principles of ecotourism
established by The International Ecotourism Society (TIES) in 1990, ecotourism is
responsible travel to natural areas that conserves the environment and improves the
well-being of local people.
There are seven characteristics of ecotourism: it
 involves travel to natural destinations;
 minimizes impact;
 builds environmental awareness;
 provides direct financial benefits for conservation;
 provides financial benefits and empowerment for local people;
 respects local culture;
 supports human rights and demographic movements.

11.3 Match the words with the definitions.

a) ecotourism 1)place where people often go for holidays


b) rubbish 2) environmentally-friendly tourism
c) expedition 3) person who tries to protect the environment
d) conservationist 4) long journey to a dangerous place
e) resort 5) thick tropical forest with a lot of vegetation
f) ecosystem 6) things that have been thrown away
g) environment 7) how all plants and animals relate to each other
h) jungle 8) the conditions that plants and animals live in

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11.4 Read the text and define the source of this information

newspaper or magazine b) holiday brochure c) guidebook on Thailand

and find the answers in the text:

1. What damage does mass jungle trekking do to the environment?


2. What pollution problem does Meeya Hawa mention?
3. How is the Kiriwong Club trying to protect the environment?
4. Why does the club charge so much for the four-day trek?
5. Why do you think TAT wants the Kiriwong Club to drop the price?
6. Who does Nipat Boonpet think is responsible for the damage?

Ecotourism in Thailand

Tour companies in Thailand advertise jungle treks, scuba diving and other
expeditions as ‘nature tourism’. But the popularity of these activities has caused
environmental problems. Like mass tourism, mass jungle trekking can damage the
ecosystem and the living and working conditions of local people.
As a solution to the problem, the Tourism Authority of Thailand (TAT)
introduced the idea of ecotourism here a few years ago. Ecotourism is tourism that
is environmentally friendly and that also benefits local communities.
Meeya Hawa is a local conservation worker in the fishing village of Jao Mai.
He explained some of the problems. ‘When the tourists come, they stay at
comfortable resort hotels and ignore our small huts.
They go to the island by the resort’s boats and eat at the resort’s restaurants.
And they throw rubbish into the sea.’ But things are changing. In the mountain
village of Kiriwong, the villagers have started an Ecotourism Club with rules to
protect the environment. The Club has limited the number of mountain trekkers to
only thirty a month. Each trekker pays about 3000 baht (750 US dollars) for a four-
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day trek which includes food, accommodation, sightseeing and a donation to the
community.
Many tourists complain and say the mountain should be for everyone. The
director of TAT in the area also thinks Kiriwong should be lower the price to
attract tourists but the club doesn’t agree. Nipat Boonpet, the club’s secretary, says,
‘Tourists only think of what they pay for food, travelling and accommodation.
Nature for them is free. It is not.’
It now seems that if there isn’t a real change in the thinking of both tour
operators and tourists, the natural environment will be destroyed.

11.5 Find “if-clause” in the text and make up your own sentences.

11.6 Look through the text again. Divide it into logical parts, find the key
words in each part and use them to express the main points of the text.

11.7 Discuss the following with your group-mates:

1. How do tourists damage the environment in your country or region?


2. Do people have to pay a fee to enter national parks and other green areas?
- Do you think nature should be free for everyone?

12 Тексты для внеаудиторного чтения

Tourist industry

The tourist industry is one of the largest growing industries in the world. It is
a dynamic, evolving and consumer-driven force. It appeared in the 19th century as
the result of the industrial revolution when people started to earn enough money
and have enough time to travel.

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At the end of the 19th century tourism acquired new forms and new words
such as “comfort”, “express”, “liner”. Industrialization produced better conditions
for tourism. Among them is the appearance of a large number of people with an
amount of disposable income – income above and beyond what is needed for basic
expenses such as food, shelter, clothing and taxes.
With the growth of large cities many people had to go somewhere to have a
rest in a clean sunny place. Thousands of factory workers in Northern Europe left
the polluted cities and took their paid vacations in Southern European countries. In
many cases the cost of the holiday was subsidized partly or wholly by government,
trade unions or employers. The subsidized recreational travel was called social
tourism.
The gross output of the tourist industry in recent years has been
approximately $3.5 trillion. Tourism grows much faster than other sectors of
economy. Growing so rapidly, tourism presents tremendous opportunities and
challenges for the young people who study to work in tourism and hospitality.
There are some major factors that provide the growth of tourism. Among
them we can mention tourism benefits, the multiplier effect of the tourist dollar, the
labour-intensive character.
Let´s consider these factors.
Tourism benefits all the commercial establishments of the destination. But
first of all it benefits airlines, hotels, restaurants, local shops, taxi-drivers. Besides
it benefits the manufacturers of such varied items as cameras, films, souvenirs,
sunglasses, sport clothing, jewels.
So, the tourism industry is very closely connected with the local economy. It
is said to produce secondary impacts on it, because when a tourist spends money
on travel, hotels, restaurants the money is recycled by these businesses to purchase
more goods. This phenomenon is called “the multiplier effect of the tourist dollar”,
which can be explained as the number of times that money from tourism is spent
within the economy of a tourist destination area. Usually the multiplier effect is

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between 1.7-2.0. This means that the tourist dollar is used in the same community
about two times.
The third factor concerns the number of people involved in tourism. The
tourism industry is one of the most labour-intensive ones. It has the highest
proportion of workers to the number of people served. This is a common feature of
service industries. Tourism employs about 183 million people that represent 10.2
percent of the global workforce. That means that it employs one of every ten
workers. It´s the largest employer in the world.

Travel agency

A travel agency is a retail business, that sells travel related products and
services to customers, on behalf of suppliers, such as airlines, car rentals, cruise
lines, hotels, railways, sightseeing tours and package holidays that combine several
products. In addition to dealing with ordinary tourists, most travel agencies have a
separate department devoted to making travel arrangements for business travelers
and some travel agencies specialize in commercial and business travel only. There
are also travel agencies that serve as general sales agents for foreign travel
companies, allowing them to have offices in countries other than where their
headquarters are located.
Origins.
The British company, Cox &Kings, is sometimes said to be the oldest travel
agency in the world, but this rests upon the services that the original bank,
established in 1758, supplied to its wealthy clients. The modern travel agency first
appeared in the second half of the 19th century. Thomas Cook, in addition to
developing the package tour, established a chain of agencies in the last quarter of
the 19th century, in association with the Midland Railway. They not only sold their
own tours to the public, but in addition, represented other tour companies. Other
British pioneer travel agencies were Dean and Dawson, the Polytechnic Touring
Association and the Co-operative Wholesale Society. The oldest travel agency in
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North America is Brownell Travel; on July 4, 1887, Walter T. Brownell led ten
travelers on a European tour, setting sail from New York on the SS Devonia.
Travel agencies became more commonplace with the development of
commercial aviation, starting in the 1920s. Originally, travel agencies largely
catered to middle and upper class customers, but the post-war boom in mass-
market package holidays resulted in travel agencies on the main streets of most
British towns, catering to a working class clientele, looking for a convenient way
to book overseas beach holidays.
Operations.
As the name implies, a travel agency's main function is to act as an agent,
that is to say, selling travel products and services on behalf of a supplier.
Consequently, unlike other retail businesses, they do not keep a stock in hand. A
package holiday or a ticket is not purchased from a supplier unless a customer
requests that purchase. The holiday or ticket is supplied to them at a discount. The
profit is therefore the difference between the advertised price which the customer
pays and the discounted price at which it is supplied to the agent. This is known as
the commission. A British travel agent would consider a 10-12% commission as a
good arrangement. Most travel agencies operate on a commission-basis, meaning
that the compensation from the airlines, car rentals, cruise lines, hotels, railways,
sightseeing tours and tour operators, etc., is expected in form of a commission
from their bookings. Most often, the commission consists of a set percentage of the
sale.
In some countries, airlines have stopped giving commission to travel
agencies. Therefore, travel agencies are now forced to charge a percentage
premium or a standard flat fee, per sale. However, some companies still give them
a set percentage for selling their product. Major tour companies can afford to do
this, because if they were to sell a thousand trips at a cheaper rate, they still come
out better than if they sell a hundred trips at a higher rate. This process benefits
both parties.

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Other commercial operations are undertaken, especially by the larger chains.


These can include the sale of in-house insurance, travel guide books and
timetables, car rentals, and the services of an on-site Bureau de change, dealing in
the most popular holiday currencies.
The majority of travel agents have felt the need to protect themselves and
their clients against the possibilities of commercial failure, either their own or a
supplier's. They will advertise the fact that they are surety bonded, meaning in the
case of a failure, the customers are guaranteed either an equivalent holiday to that
which they have lost or if they prefer, a refund.

The History of Hotels: From Economic to Extravagant

Evidence of hotels and the hospitality industry have been recorded as far
back as biblical times when Mary and Joseph arrived in Bethlehem during the
census. As the Bible depicts, Mary and Joseph were refused accommodations
because there "was no room at the inn." Since the beginning of time, people have
traveled for commerce, religion, family, health, immigration, education and
recreation.
As cited by Texas Tech University, the word "hospitality" comes from the
Latin root meaning "host" or "hospice." The university further noted that the first
hotels were nothing more than private homes opened to the public. Most,
unfortunately, had poor reputations. Under the influence of the Roman Empire,
inns and hotels began catering to the pleasure traveler in an effort to encourage
visitors.
The first inn located in America was recorded in the year 1607 and lead the
way with many other firsts in the hospitality industry. The first publicly held hotel
(the City Hotel) opened in New York in 1792. The first modern hotel (the
Tremont) opened in Boston in 1809 and the first business hotel (the Buffalo
Statler) opened in 1908.

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From there a surge of hotels flooded American and the rest of the world with
prominent names such as Radisson, Marriot and Hilton.
Price, Service, Amenities
Hotels (as well as other forms of accommodations) are generally segmented
by the services and amenities offered. These two factors, along with location, also
have a bearing on the price range.
Budget hotels offer clean albeit simple rooms that provide the basics of
places to sleep and shower. Usually budget hotels are designed for travelers
looking to maximize their funds and minimize expenses. Prices can range from
$20US per night to $70US per night.
Business hotels offer a high standard by providing rooms equipped with
what business travelers would consider necessities. Usually found in business-class
hotel rooms are high speed Internet connections, alarm clocks, comfortable beds,
irons and ironing boards, coffee makers, complimentary newspaper delivery and
hairdryers. Rates can range from $80US per night to $250US per night.
The facility of a business hotel would also offer an in-house restaurant, bar,
exercise room and shuttle service to nearby airports. Limit concierge assistance is
often included as well as room service, laundry and dry cleaning and wake-up
calls.
Luxury hotels are known for their lavish decor and extraordinary service.
With superior amenities, accommodations at luxury hotels are designed to
thoroughly pamper and impress guests. According to a Business Week Online
article, those in the luxury market are getting harder to please stating that luxury
goods and service providers can't afford to blunder with the level of service and
customer experience they provide. For this reason, many luxury hotels go far
beyond the norm by providing a lifestyle experience equal to or better than what
guests have become accustomed to at home.
Luxury hotels frequently offer full-service day spas, five-star restaurants
staffed by world-class chefs, ballrooms, lavish pools, golf packages and guest
services that are unsurpassed by any other class of hotel. In addition, luxury rooms
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generally include those amenities found in business class hotels plus in-room safes,
goose down comforters and pillows, marble showers and tubs, larger rooms,
separate sitting or living area and fog-free bathroom mirrors. Rates can range from
$129US per night to $2,000US per night.

Rates vary greatly depending on location and proximity to popular events


and attractions.
There are other classifications of hotels, however, most will fall into one of
these three or a combination of these three. With the lines between business and
personal becoming more blurred, many entrepreneurs and business executives will
attend conferences or embark on business trips with family in tow. Hotels are
aware of this common occurrence and have become adept at providing facilities
and services both business and recreational travelers enjoy.

Hotel Housekeeper Job Profile


A hotel housekeeper is responsible for the cleanliness of a hotel or motel.
A hotel housekeeper is also referred to as a maid in the hotel and handles the
cleaning of the establishment. Generally housekeepers are assigned the duties of
cleaning the guest rooms. If the hotels have laundry service, then some of the
housekeepers work only in the laundry service area.
They are involved in the washing, cleaning, drying and folding of the
linens, towels, bedding and any uniforms.
Basic Tasks:
- Clean the guest rooms after the guests have checked out.
- Clean the room; change the linen, bedding, towels; replace drinking
glasses, tissues and soap.
- Disinfect the bathroom and toilets and replenish the essentials.
- Dust and polish the furniture.
- Empty the trash and mop the floor area without carpets.
- Vacuum the carpet and the curtains.

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- Attend to the requests of cleaning from the guests during emergencies


or accidental spills.
- Provide extra linen or towels to the guests upon request.
- Assist guests in providing directions or methods of using facilities or
items in the hotel when requested.
- Check the functioning of the electrical gadgets provided in the rooms
and report to the supervisors in the case of malfunctioning.
- Report and hand over things left in the room by the guests to the
supervisor or duty manager.
- Manage the wheel cart with the supplies of linens, bedding, drinking
glasses, towels, tissue papers, toilet soap, bathroom disinfectants and other related
materials.
- Wash and clean the common corridors, windows, ashtrays, stairs,
Hallways and reception area.
- Clean the conference or banquet rooms, lobbies or lounges.
- Train the interns or trainee employees about the cleaning standards
and the procedures.
These basic tasks can vary with the size and type of the employer you are
employed with. In smaller establishments, the hotel housekeepers can also be given
the duty of planning and procuring the supplies for the housekeeping department.
Work Schedules
The work schedule of a hotel housekeeper is usually 40 to 48 hours a week.
They are expected to work in shifts, either morning or night. They may obtain
rotational shifts during the weekends or holidays.
Salary/Wages
Тhe median annual wage of hotel housekeepers is around $16,900. The
median annual salary of executive housekeepers is found to be $29,640, but those
working in luxury hotels or resorts earn more than $40,000 annually.
Opportunities for Advancement

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After acquiring experience in the field in smaller hotels or motels,


housekeepers can advance to larger or luxury hotels. Housekeepers in large
establishments may advance to become executive housekeepers or housekeeping
supervisors after completing either internships or institutional management or hotel
service courses.
As there is a growth in the hotel industry, the opportunities for housekeepers
are also expected to grow. An increase in the resort style hotels will increase the
number of hotel housekeepers required for one hotel. If you are in solid physical
condition that allows you do lots of lifting, bending, stooping and running errands,
then getting into this field could be a good and logical career choice for you.

Necessary Conditions for Tourism Development

Tourism is a relatively new phenomenon in the world. Tourism has been one
of the fastest growing industries in recent years. The growth rate of tourism has
generally exceeded the growth rate for the worldwide economy. Sometimes it
seems as though a new resort area springs up every day wherever there is sun and
sea.
Since being away from home is a necessary component of tourism, its
development as a mass industry depended on modern means of rapid and
inexpensive transportation. Tourism as we know it today began with the building
of the railroads in the 19th century. Steamships also increased tourism, especially
across the North Atlantic. The automobile and airplane in still more recent times
have also become major modes of transportation for recreative purposes.
The greatest growth in international tourism has taken place only since the
end of World War II in 1947, and it has paralleled the growth of air transportation.
Industrialization has produces the other conditions that are necessary for
tourism. Among them is the creation of a large number of people with an amount

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of disposable income – income above and beyond what is needed for basic
expenses such as food, shelter, clothing and taxes.
Another important condition is urbanization, the growth of large cities.
Residents of big population centers take more holiday trips than residents of rural
areas. Anyone who has been to Rome or Paris in July cannot help but observe that
a great many of the inhabitants are away on vacation.
Before industrialization, there was a sharp distinction between the leisure
class and the working class. Nowadays the concept of leisure in the form of long
weekends and paid vacations has spread to the working class. This may be the
most important factor in modern tourism. Millions of factory workers in northern
European countries take their paid vacations in sunny southern European countries.
In many cases government, unions, or employers subsidize the cost of the holiday
partly or wholly. This subsidized recreational travel is called social tourism.
The importance of the industrialization can be seen from the fact that
approximately 75% of international tourists come from industrialized countries.
The United States of America and Federal Republic of Germany account for about
half of this tourist traffic.
Sun-and-sea areas that are near the major markets for tourists derive a large
part of their income from tourism. It should be noted that tourism benefits not only
airlines, hotels, restaurants, and taxi drivers, but also many commercial
establishments and even the manufacturers of such varied items as sunglasses,
video cameras, and swimming clothing.
One of the principal reasons for encouraging a tourism industry in many
developing countries is the so-called multiplier effect of the tourist dollar. Money
paid for wages or in other ways is spent not once but sometimes several times for
other items in the economy – the food that hotel employees eat at home or the
houses in which they live, or the durable goods that they buy. In some countries the
multiplier can be a factor as high as 3, but it is often a lower number because of
leakage. Leakage comes from the money that goes out of the economy either in the

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form of imports that are necessary to sustain the tourist industry or in profits that
are drained off by investors.
Another attraction of the tourism industry for the developing countries is that
it is labor-intensive; that is, it requires a large number of workers in proportion to
the people who are served.

Medical Tourism

Medical tourism (also called medical travel, health tourism or global


healthcare) is a term initially coined by travel agencies and the mass media to
describe the rapidly-growing practice of traveling across international borders to
obtain health care. Such services typically include elective procedures as well as
complex specialized surgeries such as joint replacement (knee/hip), cardiac
surgery, dental surgery, and cosmetic surgeries. However, virtually every type of
health care, including psychiatry, alternative treatments, convalescent care and
even burial services are available. As a practical matter, providers and customers
commonly use informal channels of communication-connection-contract, and in
such cases this tends to mean less regulatory or legal oversight to assure quality
and less formal recourse to reimbursement or redress, if needed.
Over 50 countries have identified medical tourism as a national industry.
However, accreditation and other measures of quality vary widely across the globe,
and there are risks and ethical issues that make this method of accessing medical
care controversial. Also, some destinations may become hazardous or even
dangerous for medical tourists to contemplate.
The concept of medical tourism is not a new one. The first recorded instance
of medical tourism dates back thousands of years to when Greek pilgrims traveled
from all over the Mediterranean to the small territory in the Saronic Gulf called
Epidauria. This territory was the sanctuary of the healing god Asklepios. Epidauria
became the original travel destination for medical tourism.

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Spa towns and sanitariums may be considered an early form of medical


tourism. In eighteenth century England, for example, patients visited spas because
they were places with supposedly health-giving mineral waters, treating diseases
from gout to liver disorders and bronchitis.
Factors that have led to the increasing popularity of medical travel include
the high cost of health care, long wait times for certain procedures, the ease and
affordability of international travel, and improvements in both technology and
standards of care in many countries.
Medical tourists can come from anywhere in the First World, including
Europe, the Middle East, Japan, the United States, and Canada. This is because of
their large populations, comparatively high wealth, the high expense of health care
or lack of health care options locally, and increasingly high expectations of their
populations with respect to health care.
A large draw to medical travel is convenience and speed. Countries that
operate public health-care systems are often so taxed that it can take considerable
time to get non-urgent medical care. Taking Canada as an example, an estimated
782,936 Canadians spent time on medical waiting lists in 2005, waiting an average
of 9.4 weeks. Canada has set waiting-time benchmarks, e. g. 26 weeks for a hip
replacement and 16 weeks for cataract surgery, for non-urgent medical procedures.
In Costa Rica, Singapore, Hong Kong, Thailand, Cuba, Colombia, Philippines or
India, a wealthy patient could feasibly have an operation the day after their arrival,
while the poor may die before they receive help.
The cost of surgery in India, Thailand or South Africa can be one-tenth of
what it is in the United States or Western Europe, and sometimes even less. A
heart-valve replacement that would cost $200,000 or more in the US, for example,
goes for $10,000 in India - and that includes round-trip airfare and a brief vacation
package. Similarly, a metal-free dental bridge worth $5,500 in the US costs $500
in India, a knee replacement in Thailand with six days of physical therapy costs
about one-fifth of what it would in the States, and Lasik eye surgery worth $3,700
in the US is available in many other countries for only $730. Cosmetic surgery
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savings are even greater: a full facelift that would cost $20,000 in the US runs
about $1,250 in South Africa.
Popular medical travel worldwide destinations include: Argentina, Brunei,
Cuba, Colombia, Costa Rica, Hong Kong, Hungary, India, Jordan, Lithuania,
Malaysia, The Philippines, Singapore, South Africa, Thailand, and recently, Saudi
Arabia, UAE, Tunisia and New Zealand. In Europe Belgium, Poland and Slovakia
are also breaking into the business.
The typical process is as follows: the person seeking medical treatment
abroad contacts a medical tourism provider. The provider usually requires the
patient to provide a medical report, including the nature of ailment, local doctor’s
opinion, medical history, and diagnosis, and may request additional information.
Certified medical doctors or consultants then advise on the medical treatment. The
approximate expenditure, choice of hospitals and tourist destinations, and duration
of stay, etc., is discussed. After signing consent bonds and agreements, the patient
is given recommendation letters for a medical visa, to be procured from the
concerned embassy. The patient travels to the destination country, where the
medical tourism provider assigns a case executive, who takes care of the patient's
accommodation, treatment and any other form of care. Once the treatment is done,
the patient can remain in the tourist destination or return home.

Cultural Tourism

Cultural tourism (or culture tourism) is the subset of tourism concerned with
a country or region's culture, especially its arts. Cultural tourism includes tourism
in urban areas, particularly historic or large cities and their cultural facilities such
as museums and theatres. It can also include tourism in rural areas showcasing the
traditions of indigenous cultural communities (i.e. festivals, rituals), and their
values and lifestyle. Culture has always been a major object of travel. Heritage,

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culture and the arts have long contributed to appeal of tourist destination. It is
generally agreed that cultural tourists spend more than standard tourists do.
One type of cultural tourism destination is living cultural areas. This trend is
evident in the rise in the volume of tourists who seek adventure, culture, history,
archaeology and interaction with local people. For an indigenous culture that has
stayed largely separated from the surrounding majority, tourism can present both
advantages and problems. On the positive side are the unique cultural practices and
arts that attract the curiosity of tourists and provide opportunities for tourism and
economic development. On the negative side is the issue of how to control tour
Cultural heritage tourism (or just heritage tourism) is a branch of tourism oriented
towards the cultural heritage of the location where tourism is occurring. It involves
visiting historical or industrial sites (that may include old canals, railways,
battlegrounds, etc.), modern urban districts, coastal or island ecosystems, and
inland natural areas. The overall purpose is to gain an appreciation of the past. It
also refers to the marketing of a location to members of a diaspora who have
distant family roots there. Decolonization and immigration form the major
background of much contemporary heritage tourism. Falling travel costs have also
made heritage tourism possible for more people.
Heritage tourism can also be attributed to historical events that have been
dramatized to make them more entertaining (theme parks and country clubs) - for
example, a historical tour of a town or city using a theme such as Cossacks or
Vikings.
Literary tourism is a type of cultural tourism that deals with places and
events from fictional texts as well as the lives of their authors. This could include
following the route a fictional character charts in a novel, visiting particular
settings from a story or tracking down the haunts of a novelist.
Literary tourists are specifically interested in how places have influenced
writing and at the same time how writing has created place. In order to become a
literary tourist you only need a novel and an inquisitive mind-set; however, there
are literary guides, literary maps, and literary tours to help you on your way.
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Garden tourism is a type of niche tourism involving visits or travel to


botanical gardens and places which are significant in the history of gardening.
Garden tourists often travel individually in countries with which they are familiar
but often prefer to join organized garden tours in countries where they might
experience difficulties with language, travel or finding accommodation in the
vicinity of the garden.
The list of famous gardens which attract garden tourists from afar includes:
Sissinghurst Castle Garden and Stourhead in England, Versailles and Giverny in
France, Keukenhof in Holland, Villa d'Este and Villa Lante in Italy, Alhambra in
Spain, Longwood Gardens and Filoli in the USA, Taj Mahal in India, Ryōan-ji in
Japan. In the year 2000 the Alhambra and the Taj Mahal both received over 2
million visitors. This poses problems for the landscape manager.
Michel de Montaigne was one of the earliest garden tourists to record his
impressions of gardens (1580). At the start of the twenty-first century Britain had
the largest number of gardens open to the public for tourist visits: over 3,500
gardens are listed in Gardens of England and Wales Open for Charity (the 'Yellow
Book').
Culinary tourism is valued by tourism industry professionals as one of the
most popular niches in the world's tourism industry. Culinary tourism is defined as
the pursuit of unique and memorable eating and drinking experiences, according to
the International Culinary Tourism Association. Culinary tourism differs from
agritourism in that culinary tourism is considered a subset of cultural tourism
(cuisine is a manifestation of culture) whereas agritourism is considered a subset of
rural tourism. Culinary tourism and agritourism are linked, as the seeds of cuisine
can be found in agriculture.
Culinary tourism is not just experiences of the highest caliber - that would be
gourmet tourism. This is perhaps best illustrated by the notion that culinary
tourism is about what is unique and memorable, not what is necessarily pretentious
and exclusive. Similarly, wine tourism and beer tourism are also regarded as
subsets of culinary tourism.
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Wine tourism refers to tourism whose purpose is or includes the tasting,


consumption or purchase of wine, often at or near the source. Wine tourism can
consist of visits to wineries, vineyards and restaurants known to offer unique
vintages, as well as organized wine tours, wine festivals or other special events.
Many wine regions around the world have found it financially beneficial to
promote such tourism; accordingly, growers associations and others in the
hospitality industry in wine regions have spent significant amounts of money over
the years to promote such tourism. This is true not only to "Old World" producers
(such as Spain, Portugal, France or Italy), but also for the so-called "New World
wine" regions (such as Australia, Argentina, Chile, United States or South Africa),
where wine tourism plays an important role in advertising their products. In
Argentina, for example, the Mendoza Province is becoming one of the tourist
destinations in the country as Argentine wine strides to gain international
recognition. Similarly, the National Wine Centre of Australia showcases the
Australian wine industry, and visitors from around the world visit Northern
California's Wine Country.

Resort

A resort is a place used for relaxation or recreation. As a result, people tend


to seek out a resort for holidays or vacations. Generally, a resort is distinguished by
a large selection of activities, such as food, drink, lodging, sports, entertainment,
and shopping.
A resort can commonly refer to two specific but similar places:
• Towns in which tourism or vacationing is a major part of the local
activity but are usually not run by a single company (for example,
the city of Antalia in Turkey).
• Vacation centres, usually run by a single company, which attempt
to provide for all or most of a vacationer's wants while staying there
(for example, Walt Disney World Resort).
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The term "resort" is sometimes misused to identify a hotel that does


not meet the requirements of a resort. However, a hotel is frequently the
central feature of a resort.
Types of Resorts
Destination Resort
A resort is sometimes called a destination resort. This is a common
usage when the facility provides food, drink, lodging, sports, entertainment, and
shopping within the facility so that customers have no need to leave the facility
once they arrive. Commonly these facilities are of higher quality then would be
expected if one were to stay at a hotel or eat in a town's restaurant.
There are also special kinds of resorts depending upon your desired
activities. The most popular resorts in the world are seaside resorts, spa resorts, ski
resorts and golf resorts.
Аll-inclusive Resort
An all-inclusive resort is a resort that, besides providing all of the common
amenities of a resort, charges a fixed price that includes most or all items. At a
minimum, most inclusive resorts include lodging, unlimited food, drink, sports
activities, and entertainment for the fixed price.

Hotel services

Example of hotel rules

If you stay in a hotel or motel, you should know some typical hotel rules that
will make your hotel stay more comfortable.
• No loud music or noise is allowed in guest rooms.
• All children must be accompanied by an adult at all times. No running or
playing is permitted in the hallways.
• Long-distance telephone calls, bar bills and room service are included in
your hotel bill. You may need to ask the hotel front desk to activate your
telephone.
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• No pets or animals are allowed inside or outside of the hotel.


• Cooking or food preparation is not allowed inside hotel rooms. Hot plates
and microwave ovens are not permitted.
• Please, do not smoke in non-smoking rooms.
• Housekeeping service is provided daily and you must allow the
housekeeping attendant to enter the room to clean and provide fresh linens.
• Please leave wet towels and dirty bed linens in your hotel room. Do not
place them in the hallway. The housekeeping service will pick them up daily
during their rounds.
• You are responsible for any damage in your room such as broken furniture
or staining of carpets or linens. The hotel charges a replacement fee for these
items.
• Please put litter in appropriate trash containers. Leave trash in the
wastebasket in your room. Do not leave it in the hallway.

• At the end of your stay you must check out of the hotel. On the day that
you leave, go to the front desk and inform the clerk that you are checking out. Give
the desk clerk the keys to all rooms used by you.

Hotel Housekeeping

Hotel housekeeping is a complex operation. A lot of staff will usually be


working within the hotel because when selecting the best hotel for a vacation, most
people will assess not only the location, the size of the rooms, but also the hotel
amenities, standards of cleanliness, hotel guests’ reviews, etc. The exact number of
housekeeping staff depends on the size of the property. The housekeeper is
responsible for all of these staff, and their job includes recruiting, dismissing,
training and supervising them, as well as drawing up shift rotas and determining
the salary for each of them. It is also the responsibility of the housekeeper to
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discipline any members of staff if necessary. The hotel housekeeper is in charge of


keeping an assigned number of rooms clean. This includes a variety of services
depending on the type of the room. For a standard occupied room, this will involve
basic cleaning duties. For a room where the guests have just checked out, the job is
more difficult and involves turning over nearly everything in the room. A checkout
room must be so neat and clean that the new guests cannot tell that another family
may have vacated the room only a few hours earlier.
The specific duties of a housekeeper may vary from one hotel to the next,
but junior staff of the housekeeping department usually has standard
responsibilities. The first is making beds. A good hotel cleaner should be able to
make each bed in about a minute. Unless there are obvious stains, sheets and
pillowcases are rarely changed daily. The average amount of time for sheets to be
left unchanged is three days.
However, in luxury hotels sheets are changed daily. The number of sheet
and pillows on the bed can also vary. While a standard hotel bed has a bottom
sheet, top sheet, blanket and comforter, nicer hotels will have a sheet both beneath
and on top of the blanket. Some less expensive hotels may not have a blanket at all.
Hotel beds are typically made with the comforter covering the entire bed and are
almost always made this way when guests first check in. However, during a guest’s
stay, the comforter may only be neatly folded at the bottom of the bed. Next, the
hotel cleaner must refresh any amenities in the room. Small touches such as
closing the doors of a television cabinet can give a room a finished look very
quickly. If there is a porch or balcony, this should be swept and any ashtrays need
to be emptied.
Lastly, the trashcans in the rooms will be emptied, and the carpets swept.
Moving on to the bathroom, the hotel cleaner will wipe down the tub, toilet, sink
and counter. Towels will be changed and amenities will be refreshed. In a checkout
room, the bathroom is cleaned more thoroughly with a variety of cleaning agents,
usually including bleach.

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Small touches such as carefully folded towels are important here. Each hotel
has its own preferred method for folding and placing the towels. The toilet paper
must be folded to a neat point as well. In some hotels, the tip of the toilet paper is
even pressed with a stamp featuring the hotel’s logo or name.
Hotels with mini-bars and turndown service usually leave these specific
tasks to separate members of the staff as well. Though the typical hotel cleaner is
responsible for a number of hotel rooms, there are many other important roles in
the housekeeping team at most hotels. In larger hotels, there is usually a house
person for each floor or section. This person is responsible for emptying the dirty
linens and trash in housekeepers’ carts and refilling their towels and amenities
when needed. The house person is also responsible for vacuuming hallways,
dusting banisters and areas on the floor. Another member of the housekeeping staff
is usually assigned to the lobby area. In large hotels this can include the checkin
area, pool, fitness center, childcare center, laundry facility and a variety of other
areas. Lobby hotel cleaners usually make their rounds through these areas several
times throughout the day. If a guest calls for special amenities such as a microwave
or crib, or other items that are not typically left in the room such a toothbrush,
sewing kit or matches, these are often provided by another hardworking member of
the housekeeping staff, sometimes called a runner.

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Список использованных источников

1 Агабекян, И.П. Английский язык для сферы обслуживания:


учебное пособие.- Москва: Проспект, 2016.-248 с. ISBN 978-5-392-18517-7
2 Английский язык : учебно-методическое пособие “Tourism” /
сост. А. С. Сарсенбаева. – Павлодар : Кереку, 2012. – 50 с.
3 Варнаков С.В. Туризм и гостеприимство: учебное пособие –
Нижний Новгород: Нижегородский государственный лингвистический
университет им. Н. А. Добролюбова, 2007. – 147 с.
4 Грамматический справочник по Английскому языку: [Электронный
ресурс].- Режим доступа: www.studfiles.ru
5 Ишимцева, К.В. Английский язык для индустрии гостеприимства:
учебное пособие/ К.В. Ишимцева, Е.Н. Мотинова, В.В. Темякова.-М.:
АльфаМ: ИНФРАМ, 2015.- 192 с. ISBN 9785982814098
6 Киселева, З.А. Talks about tourism. Учебное пособие по разговорной
практике для студентов факультета РИТММ(специальность «Социально-
культурный сервис и туризм»). – СПб.: Изд-во СПбГУЭФ, 2009. – 78 с.
7 Мальцева, Н.А. Универсальный справочник по грамматике
английского языка. / Н.А. Мальцева, Т.М. Жималенкова. – М.: Глосса-Пресс,
2005. – 272 с.
8 Christopher St.J. Yates. Check-in (English in tourism ). A course for
hotel reception staff. -Prentice Hall International (UK) Limited, 1992.- ISBN 0-13-
280397-6
9 Dubicka, I. English for international tourism Pre-intermediate; Students’
book / Iwonna Dubicka, Margaret O’Keeffe. – Longman, 2003. – 146 с. – ISBN
0-582-479886
10 Keith Harding. Going International. English for tourism: Student's
Book. Oxford University Press, 1998
11 Kireienko, K.V. English for tourism. Навчальний посібник для

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студентів вищих навчальних закладів. Луганськ ДЗ «ЛНУ імені Тараса


Шевченка», 2009
12 Leo Jones. Welcome! English for the travel and tourism industry.
Student's Book. Cambridge University Press, 1998. ISBN 0521 47 900 2
13 Michael Duckwosrth. Going international. English for tourism: Work
Book. Oxford University Press, 1998. ISBN 3464112292
14 Strutt, P. English for international tourism Intermediate; Students’ book
/ Peter Strutt. – Longman, 2007. – 143 с. – ISBN 978-0-582-47983-8.

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Приложение А

(справочное)

Краткий грамматический справочник

А.1 Система грамматических времен английского языка

(EnglishTenses)

Личные формы глагола имеют категории лица, числа, времени,


наклонения и залога и выполняют в предложении функцию сказуемого. В
отличие от русского языка система английских глагольных времен передает,
кроме представления о настоящем, прошедшем или будущем времени
выполнения действия, различные дополнительные характеристики:
длительность выполнения действия, его завершенность к определенному
моменту и т.п.
Времена группы Indefinite
Если нужно сообщить о действии или состоянии в настоящем,
прошедшем или будущем, не указывая на характер протекания действия, то
употребляют Present, Past, Future Indefinite в зависимости от времени
действия. Для образования вопросительной и отрицательной форм
используются вспомогательные глаголы do (does)- Present Indefinite , did (Past
Indefinite), will - Future Indefinite.
Если сказуемое выражено глаголом to be, to have или модальными
глаголами (can, may, must и др.), то отрицательная и вопросительная формы
образуются ими самостоятельно, без помощи вспомогательных глаголов.

Спряжение глаголов группы Indefinite

Форма Present Indefinite Past Indefinite Future Indefinite


Утвердительная I work I worked I (we) will work
Не (she, it) works He (she) worked He (she) will
We (you, they) We (you, they) work
work worked You (they) will

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work

Вопросительная Do you work? Did you (they, Will I work?


he,she,we) work?
Does he (she, it) Will you
work? (he,she,they)
work?
Отрицательная I do not (don't) I did not work I will not work
work
He does He will not work
not(doesn't)work

Времена группы Continuous

Если сообщается о действиях (процессах), которые происходят,


происходили или будут происходить в какой-то конкретный период времени
в настоящем, прошедшем или будущем, т.е. указывается на длительность
выполнения действия, то употребляют Present, Past, Future Continuous в
зависимости от времени действия.

Спряжение глаголов группы Continuous

Форма Present Continuous Past Continuous Future Continuous


Утвердительная I am working I was working I will be working
He (she) is He (she) was He (she) will be
working working working
We (you) are We (you) were We will be working
working working You (they) will be
They are working They were working
working
Вопросительная Is he working? Was he working? Will he be working?
Отрицательная I am not working I was not I will not be working
working

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Времена группы Perfect

Если действие совершилось к настоящему моменту, к определенному


моменту в прошлом или будет завершено к определенному моменту в
будущем, то употребляются времена группы Perfect. В центре внимания -
результат действия, а не время его выполнения.

Спряжение глаголов группы Perfect

Форма Present Perfect Past Perfect Future Perfect


Утвердительная I have worked I had worked I will have worked
He (she, it) has He (she, it) had He (she, it) will have
worked worked worked
We (you, We (you, We will have worked
they) have they) had worked You (they) will have
worked worked
Вопросительная Have you Had he worked? Will you have worked?
worked?
Отрицательная I have not worked He had not We will not have worked
worked?

Времена группы Perfect Continuous

Глаголы этой группы выражают действия, которые: а) начались раньше


указанного момента в настоящем, прошедшем и будущем и продолжают
совершаться после этого момента; б) совершались некоторый отрезок
времени до определенного момента.

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Спряжение глаголов группы Perfect Continuous

Форма Present Perfect Past Perfect Future Perfect


Continuous Continuous Continuous
Утвердительная I have been running I had been I will have been
He (she, it) has been running running
running He (she, it) had He (she, it) will have
We (you, they) have been running been running
been running We (you, We will have been
they) had been running
running You (they) will have
been running
Вопросительная Have you been Had he been Will you have been
running? running? running?
Отрицательная He has not been They had not I will not have been
running been running running

A.2 Страдательный залог (The Passive Voice)

Страдательный залог употребляется тогда, когда подлежащее


обозначает лицо или предмет, которое не само выполняет
действие, a подвергается действию со стороны другого лица или предмета.
Страдательный залог употребляется:

1.Когда лицо, которое выполняет 3. Когда действие более важно, чем


действие, неизвестно, этому не исполнитель, как, например, в
придается значения или это сообщениях новостей, официальных
понятно из контекста. объявлениях, инструктажах, заголовках,
рекламных объявлениях и др.
My wallet was stolen yesterday.
Taking photos is not allowed.
The bridge repairs were completed

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yesterday. The local shop was robbed this morning.


(новости)
The terrorists have been arrested. (by
the police –очевидный исполнитель) Cake is baked in an oven for about 35
minutes. (процесс)

2. Чтобы сделать утверждение 4.Подчеркивается исполнитель действия


более вежливыми или
официальными. The Tower of London was build by
William the Conqueror.
My new suit has been made.

Времена страдательного залога образуются при помощи


вспомогательного глагола to be в соответствующем времени и
формы причастия прошедшего времени (Participle II) смыслового глагола.
Таким образом, при спряжении глагола в страдательном залоге изменяется
только глагол to be, смысловой же глагол имеет во всех временах одну и ту
же форму — Participle II. Следовательно, время, в котором стоит глагол в
страдательном залоге, определяется формой вспомогательного глагола to be:

Simple (Indefinite) Continuous Perfect


(Progressive)
Present I am deceived I am I have
being deceived been deceived
Past I was deceived I was I had been
being deceived deceived
Future I will be deceived не существует I will have been
deceived

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В страдательном залоге имеются только два времени


группы Continuous: Present Continuous и Past Continuous; формы Future
Continuous и времен группы Perfect Continuous отсутствуют.
При образовании вопросительной формы
вспомогательный глагол ставится перед подлежащим:
Am I deceived?
Если вспомогательный глагол употребляется в сложной форме (have
been, will have been), то перед подлежащим ставится только первый
вспомогательный глагол:
Have I been deceived? Will I have been deceived?
При образовании отрицательной формы частица not следует за
вспомогательным глаголом:
I am not deceived.
Если вспомогательный глагол употреблен в сложной форме (have been,
will have been), то за первым вспомогательным глаголом:
I have not been deceived.
I will not have been deceived.

A.3 Модальные глаголы (ModalVerbs)

Модальные глаголы не называют действие или состояние, а выражают


лишь отношение лица (подлежащего) к действию или состоянию,
выраженному инфинитивом, т.е. имеют значение возможности, вероятности
или необходимости совершения этого действия или данного состояния.
Модальные глаголы отличаются от других глаголов следующими
особенностями:
- у них нет инфинитива, причастия, герундия;
- они не изменяются по лицам и числам;
- эти глаголы не употребляются в повелительном наклонении.
- вопросительную и отрицательную формы они образуют без
вспомогательных глаголов.
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Наиболее употребительные модальные глаголы и их эквиваленты

Модальные глаголы и их Present Past Future


эквиваленты
Can Can could
(возможность You can swim very She couldn’t
совершения действия) well. speak
yesterday.
to be able to am (is, are) able to was (were) will be able to
He is able to work able to He will be able
with this device. He was able to work with
to work with this device.
this device.
must (долженствование) Must - -
You must write it
down now.
to have to have (has) to had to will have to
(необходимость The student has to She had to The student
выполнения действия) pass this exam. stay at home. will have to
pass this exam.

to be to am (is, are) to was (were) to -


(запланированность We are to begin our We were to
действия) experiment this begin our
week. experiment
last week.
неделе.
May May might -
(разрешение, позволение) The students may The students
examine this device. might have
examined this
device.
to be allowed to am (is, are) allowed was (were) will be
to allowed to allowed to
The students are The students The students
allowed to examine were allowed will be
this device. to examine allowed to
this device. examine this
device.

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Глагол must с последующим Perfect Infinitive переводится должен был,


должно быть, вероятно, глагол could -возможно, мог, мог бы, may -
возможно, может быть, might - мог бы.

Не must have found out about the Он, вероятно, узнал о несчастном
accident from the newspaper. случае из газеты.
He could have gone to the party. But Он мог бы поехать на вечеринку. Но
he was not invited. он не был приглашен.
You might have made this work more Вы могли бы проделать эту работу
carefully. более тщательно.

Модальные глаголы ‘should’ и ‘would’

Should Would
1 2
1. Вспомогательный глагол, употребляемый в косвенной речи во временной
форме Future – in – the Past (будущее в прошедшем).
I said that I should come in time. He said that he would come in time.
Я сказал, что приеду вовремя. Он сказал, что приедет вовремя.
2. Вспомогательный глагол, употребляемый в сослагательном наклонении.
а) в условных предложениях
We should introduce this method if it They would introduce this method if it
were efficient. were efficient.
Мы бы внедрили этот метод, если бы Они бы внедрили этот метод, если бы
он был эффективным. он был эффективным.
б) в придаточных предложениях
После оборотов it’s important (важно), После глагола ‘to wish’
necessary (необходимо), required I wish she would come soon.
(требуется), desirable (желательно) (impossible wish for a future change)
It is necessary that you should finish Я хотела, чтобы она пришла
your work on time. поскорее.
Вам необходимо заканчивать работу (Жаль, что она придет нескоро)
вовремя. (нереальное желание, относящееся к
После глаголов suggest (предлагать), будущему).
insist (настаивать), demand
(требовать), recommend

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(рекомендовать)
He insists that you should do it at once.
Он настаивает на том, чтобы вы это
сделали немедленно.
В обстоятельственных предложениях
цели
We took a taxi so that we should not
miss the train.
Мы взяли такси, чтобы не опоздать на
поезд.
в) в простых предложениях
To go there would be useless.
Идти туда было бы бесполезно.

1 2
3. Модальные глаголы
а) моральное обязательство, долг а) волевой акт, хотение (по
You should be always polite. отношению к прошлому)
Следует всегда быть вежливым. She was going away and would not tell
б) неодобрение прошлых действий us where she was going.
You shouldn’t have done it. Она уезжала и не желала сказать, куда
Тебе не следовало это делать; едет;
в) совет б) упорство, настойчивость
You should see a doctor. I asked him not to bang the door, but
Тебе следовало бы сходить к врачу. he would do it.
г) естественное, ожидаемое действие. Я просила его не хлопать дверью, но
He should be at home now. он все равно продолжал,
Он, должно быть, сейчас дома.
а также для повторяющихся действий
и заведённого порядка (в прошлом)
Grandma would always make me
porridge for breakfast.
Бабушка обычно варила мне кашу на
завтрак (также: used to) (бывало)
и в вежливых просьбах
Would you / Would you mind…?
Would you open the door, please?
Не могли бы вы…?
Не возражаете ли вы…?
Не могли бы вы открыть дверь?
А.4 Инфинитив (Infinitive)
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Инфинитив - форма глагола, которая выражает действие, не указывая на


лицо, число и наклонение, и выполняет функции глагола или
существительного. Инфинитив отвечает на вопросы: "Что делать?", "Что
сделать?". Отрицание образуется путем добавления частицы not перед
инфинитивом. Инфинитив может употребляться либо с частицей to либо без
неё.
Употребление инфинитива без частицы to
1. После вспомогательных и модальных глаголов, кроме ought (to), to have
(to), to be (to).
He must come back immediately. Он должен вернуться немедленно.
Pete is to come at six o'clock in the morning. Петр должен прийти в шесть часов
утра.
2. После глаголов восприятия в действительном залоге.
Andrew saw her looking out of the window. Эндрю видел, как она смотрела в
окно.
3. После глаголов to let, to make, to have в значении "получить", а также to
know в значении "знать" в действительном залоге.
Don't let him abuse you. Не позволяй ему оскорблять тебя.
4. После выражений:
had better было бы лучше
would rather лучше бы
cannot but не может не
nothing but ничего кроме, только

I would rather buy a sport bike. Лучше я куплю спортивный мотоцикл.


5. В вопросительных предложениях, которые начинаются со слов why not
(почему бы не).
Why not go walking? Почему бы нам не прогуляться?

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6. После глагола help (помогать) инфинитив может употребляться и с


частицей to и без неё. Но в страдательном залоге и в отрицательных
предложениях после help всегда употребляется частица to.
James will help you (to) carry the travelling bag. Джеймс поможет ей нести
дорожную сумку.
She was helped to carry the travelling bag. Ей помогли нести дорожную сумку.
7. Частица to обычно не используется перед вторым инфинитивом, когда они
соединяются при помощи союзов: and,except, but, or, than.
What would you choose: to buy a good car or visit Switzerland? Что бы ты
выбрал: купить хороший автомобиль или съездить в Швейцарию?
8. Частица to не употребляется, если из контекста понятно, о чём идёт речь.
Примечание: Если употребляется глагол to be (быть), то частицу to
опускать нельзя.
- Let's play a game of poker! Давай сыграем партию в покер!
- I don't want (to). Я не хочу.

В английском языке инфинитив имеет шесть форм (четыре из них - в


действительном залоге, а две - в страдательном).

Формы инфинитива

Infinitive Active Passive


Indefinite to write to be written
(to be + Participle II)
Perfect to have written to have been written
(to have + Participle II) (to have been + Participle II )
Continuous to be writing −
(to be + Participle I )

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Perfect Continuous to have been writing


(to have been +
Participle I )

Инфинитив употребляются в следующих синтаксических структурах:


1. Объектный инфинитивный оборот (Complex Object)
Сложное дополнение-это сочетание существительного или
местоимения в объектном падеже (me, him, us, them, her, it, you) с
инфинитивом или причастием I. Существует в трех вариантах:
а) С инфинитивом без частицы to или с причастием I после глаголов
восприятия: see, watch, notice, feel, hear.
We watched the plane land.
В первом случае (вышеперечисленные глаголы с инфинитивом без
частицы to) подчеркивается факт действия, во втором (эти же глаголы с
причастием I) – процесс действия.
б) С инфинитивом без частицы to после глаголов: let, make.
Don’t let them play in the street.
Don’t make me cry.
в) С инфинитивом с частицей to после глаголов: want, expect, believe,
know, advise, consider, order, allow, find.
I believe him to be a very good specialist.
Italian cuisine is considered to be the best.
I find your choice to be very interesting.

2. Субъектный инфинитивный оборот (Complex Subject)


Сложное подлежащее состоит:
1) существительного в общем падеже или местоимения в
именительном падеже и
2) глагола (обычно в страдательном залоге) + инфинитив.
Оборот переводится на русский язык придаточным предложением.
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He is known to be a good chef. (Известно, что он хороший повар).


The guests were expected to arrive in the morning. (Ожидалось, что гости
приедут утром).
Неопределенно-личным предложениям русского языка в английском
языке чаще всего соответствуют пассивные обороты, например:
It is reported that… Сообщается, что…
It was supposed that… Предполагали, что…
Субъектный инфинитивный оборот употребляется также в сочетании с
некоторыми глаголами, которые могут стоять в действительном залоге, а
именно с глаголами:
to prove, to appear, to seem казаться
to turn out оказаться
to happen случаться
This case turned out to be very complicated. (Оказалось, что дело очень
сложное).
The weather appeared to have changed. (Казалось, что погода
изменилась.)

A. 5 Причастия (The Participles)

В английском языке существуют причастие I и причастие II


(Participle I, Participle II). Первое образуется путем добавления к основе
суффикса-ing, второе - суффикса-ed и, таким образом, имеет внешне
сходную форму с прошедшим временем Past Indefinite, от которого Participle
II отличается по функции в предложении. Для образования Participle II
нестандартных глаголов берется III форма.

Формы причастия

Participle Active Voice Passive Voice


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Participle I Examining being examined


Participle II - examined
Perfect Participle having examined having been examined

Participle I (Present Participle) выражает действие, одновременное с


действием, выраженным сказуемым:
Speaking about the new method the teacher told us many interesting things.
(Говоря о новом методе, учитель рассказал нам много интересного.)
Participle II (Past Participle) выражает действие, законченное по
отношению к действию, выраженному сказуемым:
The results obtained are very important. (Полученные результаты очень
важны.)
Perfect Participle выражает действие, предшествующее действию,
выраженному сказуемым:
Having been made carelessly the experiment proved useless. (Так как опыт
был сделан небрежно, он оказался бесполезным.)

Функции причастия
Причастие I употребляется в функции:
а) определения:
The man sitting at the table is our friend.
Человек, сидящий за столом, - наш друг.
б) обстоятельства:
Having finished work he went home.
Закончив работу, он пошел домой.
Причастие II употребляется в функции:
а) определения:
The article translated from French is very interesting.
Статья, переведенная с французского языка, очень интересная.

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б) обстоятельства (причины и времени):


Given the task she began to work.
Когда ей дали задание, она начала работать.

Независимый причастный оборот (Absolute Participial Construction)

Независимый причастный оборот состоит из существительного в


общем падеже (или местоимения в именительном падеже) и причастия.
Характерным признаком независимого причастного оборота является
наличие запятой, отделяющей оборот от остальной части предложения.
Аналогичной конструкции в русском языке нет. Оборот переводится на
русский язык придаточными предложениями, которые вводятся союзами так
как, поскольку, хотя, после того как, когда, причем, а, если.

The engineers having tested this После того как инженеры испытали
device, we can use it. этот прибор, мы можем его
использовать.
New machines were brought to the Новые машины были привезены на
plant, all of them being in good order. завод, причем все они были в
хорошем состоянии.
The signal given, the rocket starts Когда (как только) дается сигнал,
immediately. ракета сразу взлетает.
There being many people in the Так как в зале было много народу, мы
conference hall, we could not enter it. не могли войти.

A. 6 Герундий (The Gerund)

Герундий - неличная форма глагола, которая, как и причастие I,


образуется с помощью суффикса-ing, добавляемого к основе глагола.
Герундий обладает как свойствами глагола, так и существительного.

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Аналогичной формы в русском языке нет, но по значению герундию близки


отглагольные существительные, например, хождение, чтение и т.п.
Герундий может иметь перед собой предлог, определение, выраженное
притяжательным местоимением или существительным в притяжательном
падеже.
The scientist insisted on experimenting as the best method to solve this
problem.
Ученый настаивал на экспериментировании как лучшем способе
решения этого вопроса.
Обладая свойствами глагола, герундий может иметь дополнение и
определяться наречием.
Studying the results of the experiment took me a whole year.
Изучение результатов эксперимента заняло у меня целый год.

Формы герундия

Active Passive
Indefinite Examining being examined
Perfect having examined having been examined

Indefinite Gerund выражает процесс в наиболее общем виде и


действие, одновременное с действием глагола в личной форме.
In describing the experiment he gives every detail of the process.
При описании эксперимента, он дает все подробности процесса.
Perfect Gerund выражает действие, которое обычно предшествует действию,
выраженному глаголом в личной форме.
I remember having been given this instruction.
Я помню, что мне давали это указание.
Функции герундия в предложении
В предложении герундий может быть:

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1) подлежащим (переводится существительным или неопределенной формой


глагола):
Measuring distances to the planets and stars has a lot of difficulties.
Измерение расстояний до планет и звезд представляет большие трудности.
2) частью сказуемого (переводится существительным или неопределенной
формой глагола):
One of the effects of heat is turning a solid into liquid.
Одним из действий тепла является превращение твердого вещества в жидкое.
3) дополнением, прямым или предложным (переводятся существенным,
неопределенной формой глагола или дополнительным придаточным
предложением):
The boy enjoys testing new devices.
Мальчик любит испытывать новые приборы.
Thank you for coming.
Благодарю Вас за то, что вы пришли.
4) определением. Имеются два случая употребления герундия в функции
определения:
а) герундий стоит перед определяемым словом (переводится
прилагательным или существительным):
a boiling point – точка кипения.
b) герундий с предлогом стоит после определяемого слова
(переводиться существительным).
The idea of utilizing the energy of oceans and seas for man’s needs is not new.
(Идея использования энергии океанов и морей для нужд человека не новая.)
5) обстоятельством (всегда с предлогом).
Герундиальный оборот (Gerundial Construction)
Сочетание герундия с предшествующим ему притяжательным
местоимением или существительным в притяжательном или общем падеже
образует сложный герундиальный оборот, который переводится на русский

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язык придаточным предложением. Такой оборот часто вводится словами то,


что, того, что, что, чтобы.
Kurchatov's having devoted all his life to nuclear physic is known to
everybody. (То, что Курчатов посвятил всю свою жизнь ядерной физике,
известно всем.)
Особое внимание следует уделить переводу герундиальных оборотов с
предшествующим притяжательным местоимением или существительным в
притяжательном падеже. Герундиальный оборот в этом случае переводится
придаточным предложением с союзами что; то, что; о том чтобы; в том, что
причем герундий в русском предложении становится сказуемым этого
придаточного предложения. Притяжательное местоимение (или
существительное в притяжательном падеже) становится подлежащим
придаточного предложения.
We all know of their designing a new type of semiconductor radio set. –
Мы все знаем, что они проектируют новый тип радиоприемника на
полупроводниках.

A.7 Условные предложения (Conditionals)

Условные предложения

Тип предложения Условное придаточное Главное


предложение предложение
I тип. Изъявительное наклонение Present Indefinite Future
Indefinite
Реальное условие, относящееся к If we receive the we will
будущему времени. (Переводится будущим necessary data, inform you.
временем) Если мы получим мы сообщим
необходимые данные, вам.
II тип. Сослагательное наклонение. Past Indefinite в Should
значении (would, could,
сослагательного might) +
наклонения Indefinite
Infinitive
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Нереальное условие (или маловероятное), If there were the surface of


относящееся к настоящему или будущему no atmosphere, the
времени. (Переводится глаголом в прошедшем Если бы не было Earth would
времени с частицей "бы") атмосферы, become too
hot by day
and too cold
by night.
то
поверхность
земли была
бы очень
горячей днем
и очень
холодной
ночью.
III тип. Сослагательное наклонение Past Perfect в значении Should
сослагательного (would, could,
наклонения might) +
Perfect
Infinitive
Нереальное условие, относящееся к If he had worked he would have
прошедшему времени. (Переводится так же, hard last term. passed his
как II тип.) exam.
Если бы он работал он сдал бы
усердно в прошлом экзамен.
семестре,

Сослагательное наклонение после глагола wish.


Для выражения сожаления, относящегося к будущему, употребляются
сочетания с глаголом could; для выражения пожелания на будущее, а также
жалобы, просьбы или раздражения, употребляется would.
I wish you could drive a car. Мне бы хотелось, чтобы ты водил машину.
I wish I wish they would stop the noise.

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Учебное пособие
Ирина Николаевна Раптанова
Ксения Геннадьевна Чапалда

ENGLISH FOR SERVICE AND TOURISM INDUSTRY

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