Профессии в гостиничном бизнесе на английском

«Похоже, что успех связан с действием. Успешные люди продолжают движение вперед. Они делают ошибки, но не сдаются». Вот и Конрад Хилтон, человек, советам которого стоит прислушаться не только в плане бизнеса, созвучен со словами Yappi: «Сделал ошибку, посмотрел транскрипцию, использовал в контексте – так и дошел до Intermediate». На цитаты великих не претендуем, но что касается пополнения разговорного английского для работников отеля, гарантируем. 

Итак, план на сегодня: стать ближе к успеху и разобраться, какие английские слова вам понадобятся для развития гостиничного бизнеса до уровня империи или позиции коридорного, для начала, что, как оказывается, кроме tips (чаевых), может привести к аукциону и неожиданному обогащению. 

Но все по порядку! И начнем мы с правильного произношения главного слова на английском для гостиничного бизнеса − hotel.

Запомните! В слове «hotel» ударным есть II слог как в британском (BrE), так и в американском (AmE) вариантах произношения: BrE [həʊˈtel] и AmE [hoʊˈtel] (from Oxford English Dictionary).

Английский для работников отелей – как местных, так и зарубежных – входит в обязанности

Inn – используется в английском для обозначения гостиничного бизнеса, синоним к hotel − a building where people stay for a short time, paying for rooms and meals.

А теперь секунда английских предлогов для гостиничного бизнеса (и не только для него):

• We stayed in a hotel (but not in a hostel) – использован предлог «in», потому-то идет речь о building (самом здание)
• We stayed at the Hilton – говорим о location (месте нахождения), используя предлог «at»
• I work at a hotel as a concierge – если вы работник отеля, то также предлог «at»

Такая же ситуация со school, hospital, church, prison, theatre.

Например, Zero works at the Grand Budapest Hotel as a lobby boy. 

Context: В первом куплете песни «Heartbreak Hotel» Элвис Пресли поет про расставание с любимой и что он нашел новое место, где остановиться, − в отеле для Разбитых Сердец на Одинокой улице.

Well, since my baby left me
Well, I found a new place to dwell (прибывать, останавливаться)
Well, it’s down at the end of Lonely Street
At Heartbreak Hotel 

Далее он описывает, используя американский вариант английских bellhop и desk clerk, как там грустят работники отеля из-за их расставания:

На английском для гостиничного бизнеса используется обозначение а two-star/five-star/luxury [ˈlʌkʃəri]  hotel.

Если ваша мечта − управлять отелем, то учите аффирмацию на английском для собственного гостиничного бизнеса − I will run a hotel.

Профессии работников отеля на английском

В целом staff (персонал) в отеле можно разделить на три категории:  

1. administration
   — manager is in charge of all aspects of the hotel running 
   — marketing and advertising coordinator
   — secretary 

2. guest services
   — doorman (швейцар) – opens doors
   — front desk clerk [ˌklɝːk] / receptionist (UK) – verifies (проверяет) a guest’s reservation when they arrive (прибывают)
   — host/hostess – welcomes guests
   — bellboy/porter/bellhop (коридорный, посыльный) – helps with room service (обслуживание номеров) and luggage/baggage (багаж)
   — maid/housekeeper (горничная) – cleans rooms, washes bedding (постель) and towels, replaces toiletries (туалетные принадлежности) 
   — concierge – is responsible for specific services: arranging a babysitter, making a reservation at a restaurant, buying tickets
   — valet (AmE парковщик) – parks quests’ cars, but in BrE valet launders [ˈlɔːn.dər] (стирает и гладит белье) and a parking lot attendant parks cars

3. support staff/maintenance workers (вспомогательный персонал)
   — plumber [ˈplʌm.ər] (сантехник)
   — gardener (садовник)
   — electrician (электрик)

No-Show Employees − персонал, работающий во время отсутствия гостя

Работник отеля, что стоит на ресепшн, на английском будет назваться front desk clerk или receptionist

Bellboy (BrE) / Porter [ˈpɔːtə] = Bellhop (AmE) helps guests to take their luggage to the room and makes sure that everything is fine. Often bellboys are asked about the services offered by the hotel (услуги, предлагаемые отелем). 

За своевременную учтивость в 1922 году один bellboy вместо чаевых получил два совета в письменной форме на салфетке, как быть счастливым:

• Where there’s a will there’s a way – Где есть воля, там есть путь
• A calm and modest life brings more happiness than the pursuit of success combined with constant restlessness – Спокойная и скромная жизнь приносит больше радости, чем стремление к успеху, связанное с постоянным беспокойством 

Думаете, советы на хлеб не намажешь? И вы правы, тяжело намазать $1,800 000. За такую сумму были проданы эти салфетки с аукциона, потому что «советчиком» был Альберт Эйнштейн. 

Он писал по-немецки, но мудрых людей в гостиничном бизнесе, говорящих по-английски, также предостаточно. Потому далее будем обсуждать полезные и «вежливые» фразы на английском, необходимые работнику отеля.

Обязанности в сфере обслуживания на английском

Тут у нас liftman/elevator boy, manager, and lobby boy

Обязанности (duties) работников отеля на английском: 

• to welcome guests – приветствовать гостей
• verify their reservation when they arrive – проверять забронированный номер по их прибытию 
• check room availability, if they don’t have one – проверять, какие номера свободны, если гости не забронировали комнату до приезда
• check in/out – регистрация и выселение
• make a reservation for a room – забронировать гостиничный номер
• booking confirmation – подтверждение бронирования
• get credit card information – проверять данные кредитной карты  
• givе а guest the pass card to enter the room – отдать гостю ключ-карту от номера
• make up a room – убирать комнату 
• cater − обслуживать
• take phone calls – отвечать на телефонные звонки 

Как работнику отеля решить проблему на английском?

Если обязанности выучили, но не выполнили или выполнили, но клиент остался недоволен, давайте разберем, что говорить на английском хорошему ученику, но не такому хорошему работнику отеля, чтобы все же уладить ситуацию:

• Could you explain exactly what has happened / the problem is? − Объясните, пожалуйста, конкретно, что произошло / в чем проблема?
• Sorry, we’re full up / fully booked – Извините, свободных номеров нет
• I’m sorry that you have had to wait − Мне жаль, что вам пришлось ждать
• Accept my apologies for this inconvenience caused by… − Прошу прощения за это неудобство из-за…
• We will give you another room while we are dealing with the issue of… − Мы предоставим вам другой номер, пока проблема с… решается 

Гостиничный бизнес: английские фразы

Обратите внимание! Чтобы не показаться грубым или чрезмерно напористым работником отеля, выбирайте уместные английские конструкции для выражения вежливости и modal verbs. Запомните эти английские фразы для ресепшн:

• May I have your name and telephone number, please? – Назовите, пожалуйста, ваше имя и номер телефона?
• Could you please fill in this registration form? − Заполните регистрационный бланк, пожалуйста 
• What type of room would you prefer? – Какой бы номер вы хотели?
• Do you want to have breakfast included? − Хотите включить завтрак? 
• Breakfast is served from 6 to 9 a.m. in the dining area – Завтрак подается с 6 до 9
• Now, we don’t have any double rooms, but there’s a triple one available – Сейчас у нас нет свободных двухместных номеров, но есть трехместный 
• You have to pay in advance − Вам нужно заплатить наперед
• There are no available rooms аt the moment − Сейчас нет свободных номеров
• The rate includes sauna, gym, parking, safe deposit box − B стоимость включено: посещение сауны, спортивного зала, парковка, использование сейфа 
• We require your credit card number for a deposit – Для залога за номер нам нужен номер вашей кредитной карты
• Could I see your passport? – Предъявите ваш паспорт
• Could you please sign at the bottom of the form? – Распишитесь внизу бланка, пожалуйста
• Could I have your room number and key, please? – (при выселении) Ваш номер комнаты и ключи, пожалуйста 
• Your total is $ХХХ. How will you be paying with cash or credit card, please? – Всего к оплате Х. Будете оплачивать наличными или картой?
• Enjoy the rest of your vacation – Наслаждайтесь отдыхом 

Однако работнику ресепшн или хостес отдельными английскими фразами не обойтись, они must уметь рассказать о местных достопримечательностях поблизости отеля, приправить их цепляющими фактами о городе и, конечно же, быть мастерами small talk. Как связать все эти новые слова и не забыть про Present Perfect? Приходите, научим.

Английские фразы для гостиничного бизнеса в контексте

«Welcome to the ХХХ Hotel. How are you today? May I have your name, please? What name is the reservation under? Could I have your passport and credit card? Mr. ХХ, your room is on the 5th floor, room number 593. Breakfast is served from 6 to 9 a.m. Enjoy your stay!»

Обратите внимание! Кроме английских гостиничных терминов, вам, как работнику отеля, нужно разобраться в нумерации этажей. Итак, минутка порядковых числительных.

Как в Америке, так и в Британии первый этаж – это ground floor, но второй этаж американцы называют − second floor, а англичане − first floor.

Сложно? С цифрами всегда так. Со словами проще. Yappi с этим ничего не сделать, но почему так случилось, сейчас объясним.

Изначально первый этаж был нежилым, так как удобств цивилизации в средние века не было, и в помещение доносился ужасный запах с улиц. Его оборудовали под таверны или мастерские, а второй, жилой этаж, назывался first floor. Блага цивилизация появились, традиция осталась, потому так сейчас и называем. А теперь возвращаемся из экскурса в историю обратно в английский для отельного бизнеса.

Hospitality (приветственные) фразы хостес

• What is your room number, please? 
• Would you like any help with your luggage? 
• It’s My Pleasure / I Am Happy To
• We’re Looking Forward To Having You Again As Our Guest
• How can I help you?
• Would you like…? 
• Follow me please. 
• Right away, sir/madam! 
• Is this everything, sir/madam?
• Have a pleasant trip home.

Используйте фразу «Here we are, sir/madam», когда проводили гостей к их номеру. Также спросите: «Is there anything else I can help you with?» − чтобы узнать, чем еще вы можете быть полезными гостю.

Сотрудник отеля на английском может услышать просьбу от постояльца о wake-up call. Could you give me a wake-up call at ХХ o’clock? − Могли бы вы меня разбудить в ХХ?

Ресепшн: английские фразы для телефонного разговора

• Could you speak up? I can’t hear you well – Вас плохо слышно. Говорите громче 
• Please, spell your name? – Продиктуйте свое имя по буквам, пожалуйста 
• What’s the date of your arrival? – Какого числа вы прибываете?
• When are you planning to check out? – До какого числа вы планируете оставаться? 
• Sorry, but I didn’t catch that – Извините, я не понял, что вы сказали

Категории номеров на английском в гостиничном бизнесе и их особенности

Минутка английского от unlucky fellow гостиничного бизнеса. В фильме «4 комнаты» the bellhop (Тим Рот) has a crazy first day of work at the hotel. Он вынужден deal with (иметь дело с) ведьмами, ревнивым мужем, детьми, оставленными без присмотра, и режиссером, которые checked in (заселились) в: 

• Honeymoon suite [swiːt ] − люкс/апартаменты для молодоженов 
• Penthouse – номер на верхнем этаже 
• Family room − номер для семьи с несколькими комнатами, где могут разместиться от 4 человек
• Double – номер для двоих. Обратите внимание, что Double – это двухместный номер с одной двуспальной кроватью, а Twin − двухместный номер с двумя односпальными (раздельными) кроватями

Также есть: 

• Single – номер для одного
• Triple/Quad – номера для троих/четверых 
• Accessible/Disabled Room – номер для людей с дополнительными потребностями
• Queen – комната с a queen-sized bed
• Apartments – a room for extended stay (для продолжительного проживания) with an open kitchen, cooking equipment (оборудование для готовки) and a washer (стиральная машина) etc. Уборка номера проводится один или два раза в неделю
• Executive suite – президентский люкс, где а living room connected with bedrooms
• Presidential/Royal Suite – самый дорогой номер в отеле (назван в честь Вудро Вильсона, 28-го президента США) 
• Connecting rooms – номер, что имеет свои входные двери, а также соединяющую дверь, так гости могут не выходить в коридор, чтобы зайти в соседнюю комнату
• Adjoining rooms – номера с общей стеной, но без соединяющей двери 
• Adjacent rooms – близко расположение номера 
• Murphy Room – номер с кроватью Мерфи (кровать, которая прячется в шкаф или стену и опускается оттуда на ночь) 
• Cabana – номер, соединенный с бассейном
• Villa – отдельный домик, который предлагает курортный отель 
• Executive Floor/Floored Room – представительский этаж со входом в лаундж 
• Smoking/Non-Smoking Room – номера для курящих либо некурящих постояльцев

Дополнительно в номер еще могут принести sofa bed / pull-out couch (диван-кровать), rollaway bed (раскладушку) или cot (детскую кроватку).

Категории номеров по комфортности:

• Standard room – стандартный номер
• Superior room – номер повышенной комфортности
• Junior suite – номер полулюкс
• Suite – номер люкс

Дополнительная лексика для гостиничного сервиса на английском

Обратите внимание! Hotel facilities [fə’sɪlətɪz] – дополнительные услуги или развлечения (могут быть indoor/outdoor), что предлагает отель, тогда как amenities – подарки от отеля, такие как канцелярия. 

• laundromat − прачечная с самообслуживанием
• complimentary breakfast − бесплатный завтрак
• luggage cart − тележка для багажа
• damage charge − компенсация, если вы что-то сломали 
• discount − скидка
• payment in local currency − оплата в местной валюте
• available − имеющийся в наличии         
• kitchenette – маленькое пространство для приготовления пищи и холодильник
• late charge – доплата за пребывание в номере сверхурочно (после времени выселения)
• linen – постельное белье: sheets, blankets, pillow cases (простынь, покрывало, наволочка)
• maximum capacity – максимальное допустимое количество людей (вместительность)          
• rate – цена номера 
• vacant rooms – свободные номера 
• vending machine – торговый автомат со snacks and beverages (напитками)
• weight/workout room, gym – спортзал 
• lift out of order − лифт не работает

Аббревиатура на английском языке для гостиничного бизнеса

С питанием в гостиничном бизнесе на английском связаны сокращения:

• B&B (bed and breakfast) – небольшой отель, где можно переночевать и позавтракать
• HB − half board − полупансион (обед не включен в стоимость)
• FB − full board − трехразовое питание

При бронировании на английском в гостиничном бизнесе используются:

• CD (Cancelled) − снятие бронирования 
• D.N.A. (Did Not Arrive) − гость не заехал, но бронирование в силе
• LOS (Length Of Stay) − период пребывания гостей в отеле (количество ночей)
• NFR (Non-Refundable Rate) − невозвратный тариф в размере полной стоимости проживания, который нельзя отменить или перенести 
• UPG (Upgrade) − заселение в номер более высокой категории без дополнительной оплаты, если заняты все номера категории, которая была забронирована
• WIG (Walk In Guest) − прибывший гость без предварительного бронирования

Дополнительно для гостиничного бизнеса на английском понадобятся:

• FOC (Free Of Charge) − перечень бесплатных услуг
• Luggage Tag (Luggage Ticket) − квитанция, где маркируется багаж, сдаваемый в камеру хранения
• VAT (value added tax) − налог на добавленную стоимость

Английские гостиничные термины

Что говорит на английском работник отеля, когда постоялец выехал и не заплатил, мы вам тут не напишем, но как это называется, сейчас расскажем: 

• No Show − человек не заселился и не уведомил администрацию 
• Slip − номер занят, а счет не оплачен
• Skipper − гость, который уехал без оплаты счета 

Здесь мы собрали главные названия и фразы на английском для работников отеля, что пригодятся вам в начале карьеры. А если хотите начать говорить увереннее и подтянуть грамматику, обращайтесь за корпоративным курсом английского языка для сферы туризма и гостиничного бизнеса. 

Средняя зарплата менеджера отеля, согласно вакансиям на портале HeadHunter, 25–50 тысяч рублей. Если же требования к соискателю включают владение английским языком, зарплаты выше: от 50 до 90 тысяч рублей в среднем. Пора подтягивать английский, чтобы зарабатывать больше!

Многие молодые люди получают среднее или высшее образование по специальности «менеджер гостинично-ресторанного бизнеса». По окончании обучения им предстоит работать в индустрии HoReCa = Hotels + Restaurants + Catering (гостинично-ресторанный бизнес). В этой статье мы сосредоточимся на английском для работников отеля, ведь чтобы зарабатывать больше, нужно работать с иностранными туристами. Для этого необходимо уверенно владеть языком — в вакансиях чаще всего требуют уровень Upper-Intermediate или Advanced, и только иногда можно встретить Intermediate.

Менеджеру отеля приходится оперативно отвечать на любые вопросы в телефонном и личном разговоре, решать возникающие проблемы и конфликтные ситуации, при этом оставаясь безупречно вежливым и учтивым. Для этого ваш разговорный английский должен быть достаточно беглым. Проработать языковые навыки можно в рамках нашего персонального курса — преподаватель составит индивидуальную программу по английскому для работника отеля.

Профессии в гостиничном сервисе

Начнем с названий должностей персонала гостиницы. Первый человек, которого гость встречает в отеле, — это швейцар (a doorman). Далее постоялец проходит к стойке регистрации, где его дежурной улыбкой приветствует администратор (a receptionist — BrE, a front desk clerk — AmE). С доставкой багажа и еды в номер поможет коридорный, он же посыльный (a bellboy — BrE, a bellhop — AmE), а в лифте встречает лифтер (a liftman — BrE, an elevator operator — AmE) в идеально выглаженной униформе. Функции отельной Золушки выполняет горничная (a chambermaid, a hotel maid, a room attendant). Если в номере что-то сломается, нужно вызвать рабочего по ремонту и обслуживанию (a maintenance worker). Интересно, что слово a valet в британском варианте обозначает служащего гостиницы, который занимается чисткой и глажением одежды, а в американском — парковщика. При этом парковщик в британском английском — a parking lot attendant.

В отелях классом повыше гостям доступны услуги консьержа (a concierge, a guest relations manager/officer), который выполняет особые поручения гостей, например, достать билеты в ложу оперы в высокий сезон, показать необычные достопримечательности и т. д. Владелец или управляющий отеля (a hotelier) — верхняя карьерная планка в сфере гостеприимства.

В вакансиях для сотрудников сферы HoReCa обычно можно встретить такие требования: свободное владение английским языком (fluency in English), отличные коммуникативные навыки (excellent communication skills), вежливость и терпеливость (politeness and patience), многозадачность и планирование рабочего времени (multitasking and time-management), клиентоориентированность при решении проблем (resolving issues with a customer-focused orientation).

Общение с гостями

Золотой стандарт обслуживания в лучших отелях мира — «Улыбайся гостю так, как будто он твой пожилой родственник, который завещал тебе огромное наследство». С этим девизом можно поспорить, но вряд ли кто-то возразит против того, что главное в работе сотрудника отеля — это дружелюбие и позитивный настрой. Без этого будет не так просто справиться со всеми обязанностями: принимать входящие звонки (to receive incoming calls), бронировать номера (to take room reservations, to book rooms) и отменять бронирования (to turn down bookings, to cancel reservations), регистрировать прибытие и выселение гостей (to check in and check out), работать с просьбами и требованиями (to deal with requests).

Также нужно не давать гостям заскучать, пока они ждут заселения в номер, и уметь поддержать разговор на отвлеченные темы (to practice small talk) или рассказать, какие достопримечательности можно посетить (to tell about tourist attractions/sights), а также наиболее популярные места (hotspots).

Приветствие и заселение гостей

Общение с гостем начинается со знакомства. Администратор вежливо приветствует (to greet politely) постояльца фразой «Добро пожаловать!» (Welcome!), обращаясь (to address) к нему «сэр» (sir) или «мэм» (ma’am), после чего сам представляется (to introduce oneself), называя свое имя и должность.

Гостей без предварительного бронирования (walk-in guests) следует в первую очередь спросить о том, какой номер они предпочитают (a preferred room type): номер на одного человека (a single room), номер с двумя односпальными кроватями (a twin room), номер на двоих с одной кроватью (a double room) или номер люкс (a suite /swiːt/). Затем необходимо спросить о количестве гостей — взрослых и детей (a number of guests — adults and children) и длительности проживания (the length of stay), после чего нужно подыскать свободный номер (a vacancy). Гостей, оформивших бронь (with reservations), следует спросить только о номере брони (a reservation number). Далее необходимо попросить гостя заполнить регистрационную форму (to fill in a registration form), после чего приступить к заселению его в номер (room assignment) и выдать ключ/карту от номера (to issue a room key/card).

У постоянных гостей (repeat customers) может быть право на программу лояльности (a loyalty programme): скидку (a discount) или особые предложения (special offers). В частности, это могут быть бесплатные ночи (complimentary stays), раннее заселение (an early check-in) и гарантированно (guaranteed) свободный номер в любое время.

Для общения с гостями используйте фразы:

Фраза	Перевод
По телефону
Good afternoon. You’ve reached Marriott Hotel. How may I help you?	Добрый день. Вы позвонили в отель Marriott. Чем я могу вам помочь?
I’m sorry. Can I call you back?	Прошу прощения. Могу я вам перезвонить?
Sorry, but I didn’t quite catch that.	Прошу прощения, но я не совсем понял, что вы сказали.
You’re very faint. Could you speak up a bit?	Вас плохо слышно. Вы не могли бы говорить погромче?
Just a moment. I’ll put you through to reservations.	Минуточку. Я соединю вас с отделом бронирования.
Please hold and I’ll connect you to reservations.	Пожалуйста, оставайтесь на линии, я свяжу вас с отделом бронирования.
You can use a shuttle bus to get to our hotel from the airport.	Вы можете добраться до нашего отеля на шаттле из аэропорта.
В переписке
I’m writing in reference to your inquiry about our deluxe rooms.	Я пишу вам касательно вашего запроса о номерах повышенной комфортности.
Thank you for your email. We are delighted to confirm your reservation for 5 nights from November 1 to November 6.	Спасибо за ваш емейл. Мы рады подтвердить ваше бронирование на 5 ночей с 1 по 6 ноября.
I’ll attach a copy of your reservation to the email. Looking forward to your arrival.	Я прикреплю копию вашей брони к емейлу. С нетерпением ждем вашего приезда.
We hope we may be of service to you in the future.	Надеемся, в будущем вы снова воспользуетесь нашими услугами.
В личном общении
Good afternoon. Welcome to the Hilton hotel! How can I be of service to you?	Добрый день. Добро пожаловать в отель Hilton! Чем я могу вам помочь?
Let me introduce myself.	Разрешите представиться.
I’m pleased to say that we’re able to reserve a room for you.	Рад сообщить, что мы можем зарезервировать для вас номер.
Our best suite is available.	Наш лучший номер люкс сейчас свободен.
I’m sorry. We’re fully booked that night.	Прошу прощения, на эту ночь свободных номеров нет.
I’m afraid we don’t have any rooms left for these dates.	Боюсь, на эти дни у нас не осталось свободных номеров.
Can I take your name, please?	Назовите свое имя, пожалуйста.
Could you spell your name?	Вы не могли бы произнести свое имя по буквам?
Let me check / look up your reservation.	Я проверю вашу бронь.
Could you check the registration details and sign here, please?	Не могли бы вы проверить правильность регистрационных данных и поставить здесь подпись?
Your departure date / check-out date is August, 13.	День вашего отъезда 13 августа.
Your luggage will be delivered to your room.	Ваш багаж будет доставлен в номер.
Breakfast is served in the ground floor cafe from 8 a.m. till 10 a.m.	Завтрак подается в кафе на первом этаже с 8 до 10 утра.
You can collect your passport at the reception in the morning.	Утром вы сможете забрать свой паспорт на стойке регистрации.
We want you to feel at home.	Мы хотим, чтобы вы чувствовали себя как дома.
We’re glad to have you.	Рады, что вы у нас в гостях.
Enjoy your stay with us.	Наслаждайтесь отдыхом в нашем отеле.
We’ll deal with your request as soon as possible.	Мы займемся вашей просьбой как можно быстрее.
There is a museum, a cafe and a city park nearby.	Неподалеку есть музей, кафе и городской парк.
First go straight ahead, then turn left and you’ll see the entrance to the trade centre.	Сначала идите прямо, затем поверните налево, и вы увидите вход в торговый центр.
You can hail a cab or ask for a taxi pickup at the reception desk.	Вы можете поймать такси или заказать такси на стойке регистрации.
As a loyalty program member, you can get room service for free.	Как участник нашей программы лояльности вы можете получить обслуживание номера бесплатно.

Выселение гостей

При выселении гость обязан оплатить всю сумму (the amount due) — она включает в себя оплату за номер (room charge), обслуживание номера (room service), заказ еды в номер (in-room dining service) и междугородные телефонные разговоры (long-distance calls).

Для общения с гостями используйте фразы:

Фраза	Перевод
Total comes to $150.	Общая сумма составляет 150 долларов.
I’ll print out the bill for you.	Я распечатаю вам счет.
Would you prefer to pay in cash or by credit card?	Предпочитаете оплатить наличными или кредитной картой?
We take local currency, dollars and euros.	Мы принимаем местную валюту, доллары и евро.
Now enter your PIN.	Теперь введите пин-код.
That’s gone through. You can remove your card.	Платеж прошел. Вы можете забрать свою карту.
Thank you for your stay.	Спасибо за то, что остановились у нас.

Предлагаем посмотреть видео о молодом человеке Джеффе, который строит свою карьеру в сети отелей Marriott:

Слово/Словосочетание	Перевод
to go upstairs (здесь)	перейти на более высокую должность
to transition (здесь)	переходить (на другую должность)
health insurance	медицинское страхование
a mentorship programme	программа наставничества, кураторства

Другой ролик расскажет о консьерже, который работает в отеле The Ritz-Carlton:

Слово/Словосочетание	Перевод
to provide	предоставлять, обеспечивать
to aim	стремиться
opportunity	возможность
rewarding	приносящий внутреннее удовлетворение
an entertainer	работник индустрии развлечений
impeccable	безукоризненный, совершенный

Предлагаемые гостям удобства

Удобства в номере

Как правило, гость хочет, чтобы в его номере были кондиционер (an air conditioner), мини-холодильник (a mini fridge), мини-бар (a minibar), фен (a hairdryer), утюг (an iron), гладильная доска (an ironing board), телевизор (a TV set) и кофемашина (a coffee maker). Номер может быть также оборудован небольшой кухней (a kitchenette). Дополнительно отель может предоставлять гостям зарядное устройство для телефона (a phone charger), детские кроватки (cots — BrE, cribs — AmE) и другое. Гость может заказать звонок-будильник (a wake-up call) от администратора или позднее выселение (a late check-out).

У постояльцев могут возникать трудности с использованием техники и предметов мебели в номере. Дать все необходимые разъяснения помогут фразы:

Фраза	Перевод
Put your key card into the slot here.	Вставьте вашу карту в это отверстие.
When you insert the card, a little green light shows on the lock.	Когда вы вставляете карту, на замке загорается зеленая лампочка.
Take the card out and turn the handle to open the door.	Вытащите карту и поверните ручку, чтобы открыть дверь.
Don’t remove the card until you leave the room.	Не вынимайте карту, пока не покинете номер.
Push this button on the remote control to set the temperature. Each press raises or lowers the temperature by 1°C.	Нажмите эту кнопку на пульте, чтобы установить температуру. Каждое нажатие повышает или понижает температуру на один градус.
Put your valuables into the safe, then turn the little knob and enter the code.	Положите ценные вещи в сейф, нажмите маленькую кнопку и введите код.

Услуги уборки

В начале смены управляющий отеля распределяет горничных по номерам (to give room assignments). Начинать нужно с уборки номеров, гости из которых выселяются (checkout rooms). Всех горничных необходимо уведомить о двух основных правилах: стучать три раза (to knock three times) перед тем, как зайти, и не входить, если на двери висит знак «не беспокоить» (do not disturb).

Полная уборка включает в себя чистку туалета (a toilet), ванны (a tub) или душевой (a shower), раковины (a sink), замену туалетной бумаги (replacing toilet paper), замену полотенец и постельного белья (towels and linen change), заправление кроватей (making the beds), обработку ковра пылесосом (vacuuming the carpet), вынос мусора (emptying trash bins), обеззараживание всех поверхностей (disinfecting all counters) и проветривание (airing).

Общие удобства

Помимо этого, отели предлагают клиентам разные удобства (amenities): фитнес-центр (a fitness centre), ресторан при отеле (a hotel restaurant), автомат со снеками (a vending machine), конференц-зал (a conference room), парковку (a car park — BrE, a parking lot — AmE), обмен валюты (currency exchange), доступ для инвалидных колясок (wheelchair access) и трансфер из аэропорта (an airport transfer). Практически в каждой гостинице есть бар в фойе (a lobby bar), еще в некоторых — коктейль-бар (a cocktail bar), где можно отдохнуть в ожидании своей очереди на стойке регистрации (reception / a reception desk / a front desk). Если отель находится в курортной зоне, то скорее всего там есть собственный пляж (a secluded beach) и номера с видом на море (sea view).

Чем выше звездность отеля, тем больше сервисов он может предложить туристам. Как компетентный менеджер гостиницы вы должны уметь порекомендовать гостям все доступные удобства: услугу парковки автомобиля (valet service), аренду машины (a car rental), магазин с сувенирами (a gift shop), террасу на крыше (a roof terrace), бассейн с подогревом (a heated pool), прачечную (a laundry), химчистку (dry-cleaning service), банкомат (an ATM machine), систему телевидения с оплатой за каждую программу в отдельности (pay-per-view TV), услуги няни (babysitting service), детскую комнату (a playroom).

Поговорить с гостями обо всех имеющихся услугах на территории отеля вам помогут фразы:

Фраза	Перевод
We can rent a car for you.	Мы можем арендовать для вас машину.
You can park your car in front of the hotel and pick it up whenever you need.	Можете припарковать свою машину перед отелем и забрать ее, когда понадобится.
You can leave your valuables and expensive items in the safe.	Вы можете оставить свои ценности и дорогие вещи в сейфе.
You can find the indoor pool right next to the elevator.	Закрытый бассейн находится рядом с лифтом.
I’d love to recommend you our restaurant with French cuisine.	Позвольте порекомендовать вам наш ресторан с французской кухней.
We’ll arrange an excursion for you.	Мы организуем для вас экскурсию.
You can see our current exchange rate here. I must warn you that we charge a 5% commission for every transaction.	Здесь вы можете видеть наш текущий курс обмена. Должна предупредить вас, что мы берем комиссию в размере 5% за каждую операцию.
In our hotel you can enjoy swimming lessons, spa and painting master-classes free of charge / for an extra fee.	В нашем отеле вы можете бесплатно / за дополнительную плату воспользоваться уроками плавания, спа-процедурами и мастер-классами по живописи.

Особые услуги

В некоторых отелях работает менеджер по организации мероприятий (an event-manager, an event coordinator), который устраивает праздничные события (special events) — свадьбу (a wedding) или юбилей (an anniversary). Менеджер может предложить заказать выездную кейтеринговую службу (to contract an outside caterer), выбрать бесплатный бар (an open bar) для приглашенных или платный (a cash bar), а также арендовать несколько номеров (a block of rooms) для гостей, чтобы получить коллективную скидку (a group discount).

Многие отели предоставляют услуги для деловых поездок (business travelling). Менеджер гостиницы обязан обеспечить гостя услугами ксерокопирования (photocopiers), доступом к компьютеру (access to a computer) и возможностью провести бизнес-встречу (a business meeting).

Рассказать гостям об особых услугах вам помогут фразы:

Фраза	Перевод
We offer several venues that are suitable for your special events.	Мы предлагаем несколько площадок, которые подойдут для ваших торжественных мероприятий.
Our hall provides sitting for 300 guests.	Наш зал вмещает 300 гостей.
Our meeting room accommodates 30 attendees.	Наша переговорная вмещает 30 участников.
Our booking agent will help you with a group discount for all the guests.	Наш менеджер по бронированию номеров поможет вам с коллективной скидкой для всех гостей.
I’ll take you over to the conference suite and show you round.	Я провожу вас в наш конференц-зал и все покажу.
We’ve got breakout rooms where guests can have some coffee and snacks.	У нас есть комнаты отдыха, в которых гости могут выпить кофе и перекусить.
Our rooms are equipped with flipcharts and projectors.	Во всех комнатах есть флипчарты и проекторы.

Давайте посмотрим видео о самых необычных и дорогостоящих услугах, которые предоставляют пятизвездочные отели:

Фраза	Перевод
lavish	роскошный
perks	дополнительные преимущества
a tea sommelier	чайный сомелье
fragrance	парфюм, аромат
a butler	дворецкий, слуга
bedtime snacks	перекус на ночь
on demand meditation	медитация по требованию
a recording studio	звукозаписывающая студия
spiritual	духовный
a 24 hour mixologist	бармен, доступный 24 часа в сутки
a hangover cure	лечение похмелья
to tan	загорать

Решение проблемных ситуаций

Иногда с бронированием возникают проблемы (reservation problems). Например, один и тот же номер зарезервировали несколько человек (the room is overbooked). Такое бывает, когда отдел продаж (a sales department) продает больше номеров, чем есть в наличии (to oversell), чтобы избежать риска отмены бронирования и неявившихся гостей (no-shows). Никто не отменяет и обычной путаницы (a mix-up). В первую очередь нужно подыскать свободный номер для гостя. Если же номера необходимой категории нет, можно предложить гостю номер классом выше без доплаты (a free room upgrade). А если свободных номеров нет совсем, необходимо поселить гостя в партнерскую гостиницу (a partner hotel).

Часто возникают проблемы с поломкой (breakage) оборудования в номере, их решает специалист по ремонту. К примеру, техника перестает работать (to give out), туалет или раковина засоряется (to clog), вода из ванны переливается через края (to overflow). Еще одна распространенная проблема — некачественная уборка в номере. Гости жалуются на клопов (bedbugs), грязное постельное белье (soiled linen) и пятна (stains) на полу.

Администратор должен уметь реагировать на жалобы (to deal with complaints). Сперва необходимо разобраться в проблеме (to get informed), затем принести извинения (to apologize) и уверить (to assure) гостя, что вы найдете решение (a solution) проблемы. Затем стоит предложить компенсацию (to offer compensation), например, бесплатный обед в ресторане (a free/complimentary meal at the restaurant) или цветы и шампанское в номер (champagne and flowers in the room).

Уладить конфликты вам помогут фразы:

Фраза	Перевод
Could you explain exactly what the problem is?	Вы не могли бы объяснить, в чем именно проблема?
We don’t seem to have your reservation.	Похоже, у нас нет вашей брони.
I’m afraid we don’t have a parking space tonight.	Боюсь, у нас сегодня нет свободного парковочного места.
I apologize for the inconvenience. I’ll do my best to accommodate you.	Прошу прощения за неудобства. Сделаю все от меня зависящее, чтобы вас заселить.
I’m afraid your room isn’t ready for you now.	Боюсь, ваш номер еще не готов.
I’ll ask housekeeping to inform me as soon as your room is ready.	Я попрошу службу уборки уведомить меня, как только ваша комната будет готова.
I will move you to another room while we’re dealing with that problem.	Я переселю вас с другой номер, пока мы решаем эту проблему.
I’m very sorry that you’ve had to wait.	Мне очень жаль, что вам пришлось ждать.
I understand. I’ll speak to the housekeeping straightaway.	Понимаю. Я поговорю с горничными.
Please accept the complimentary dinner. I hope it’ll make up for the inconvenience.	Пожалуйста, примите бесплатный обед от нас. Надеюсь, это сгладит неудобство.

Полезные ресурсы

Учебники:

• Пособие Hotels & Catering by Virginia Evans, Jenny Dooley, Veronica Garza серии Career Paths от издательства Express Publishing.
• Учебник English for the hotel and catering industry by Trish Stott, Alison Pohl серии Highly Recommended от издательства Oxford University Press.

Блоги:

• Hilton — в серии We Are Hilton вы найдете видео, посвященные внутренней жизни сети отелей.

• Marriott — в этом блоге есть экскурсии по отелям Marriott, интервью с сотрудниками, демонстрация удобств на территории гостиниц и другое.

• Four Seasons — потрясающе красивые и атмосферные видео из разных уголков мира.

Инструкции по обучению обслуживающего персонала отелей:

• Hospitality Training Handbook от компании WeAre Talent, которая проводит тренинги для персонала гостиниц. Вы узнаете все о работе типичного сотрудника отеля — от обязанностей до требований к внешнему виду, например, девушкам не разрешено использовать лак для ногтей и цветные резинки для волос, а мужчины должны быть гладко выбриты и носить черные носки.
• Operating Manual от Swiss International Hotels & Resorts — прописанная до мелочей инструкция для персонала. Из нее вы узнаете, к примеру, что на каждой кровати должна быть декоративная подушка, на 60% состоящая из хлопка и на 40% из полиэстера.

Сайты и журналы:

• Hotelier — статьи и новости из индустрии гостеприимства. Издание ведет свою историю с 1989 года.
• Hotel & Restaurant Times — ирландский журнал о сфере HoReCa, все выпуски которого вы можете прочитать онлайн.

Онлайн-курсы:

• EdX.
• Udemy.
• Alison.

Фильмы и сериалы:

• The Best Exotic Marigold Hotel («Отель “Мэриголд”. Лучший из экзотических») — фильм о трудностях управления индийским отелем с Джуди Денч в главной роли.
• The Grand Budapest Hotel («Отель “Гранд Будапешт”») — приключения консьержа и посыльного в вымышленной республике Зубровке.
• Bates Motel («Мотель Бейтсов») — сериал о матери-одиночке, которая в 1960-х годах управляет мотелем вместе со своим сыном-подростком.

Желаем вам выучить английский для работников гостиницы и добиться новых карьерных высот в индустрии гостеприимства — записывайтесь на бесплатный вводный урок.

Скачать полезные слова и фразы вы можете по ссылке.

Скачать список полезной лексики по теме «Английский для работников гостиницы» (*.pdf, 286 Кб)

ДЕПАРТАМЕНТ ЛЕСНОГО ХОЗЯЙСТВА
НИЖЕГОРОДСКОЙ ОБЛАСТИ

Государственное бюджетное профессиональное

образовательное учреждение Нижегородской
области

«КРАСНОБАКОВСКИЙ ЛЕСНОЙ КОЛЛЕДЖ»

МЕТОДИЧЕСКИЕ УКАЗАНИЯ

по дисциплине «Английский язык»

для студентов III курса

часть 2 «Профессии в индустрии
гостеприимства.

Личностные качества, необходимые для
профессии.

Функциональные обязанности работников
индустрии гостеприимства»

для специальности 43.02.14 «Гостиничное
дело»

РАССМОТРЕНО: на заседании предметно-цикловой комиссии общеобразовательных дисциплин ПРОТОКОЛ №   от «  » сентября      г. Председатель ПЦК ______

Разработала: Преподаватели иностранного языка Воронина М.В., Булкина Т.А.

Красные Баки

2020

Lesson 7-8

The Front Office staff

1.      
Translate the words and write them in your vocabulary:

The Front Office Manager —

The
Receptionist —

The Reservations Clerk —

The Hall Porter or Concierge (USA: bell
captain) —

The Switchboard Operator —

The Cashier —

The Night Clerk —

The Doorman —

The Porter —

the room clerk —

to welcome —                                                       to
attend —

to hand out —                                                        to
receive —

to deal with —                                                       to
handle —

to inquirie —                                                         to
complete –

to concern with —                                                 to
show to –

to connect –

2. Read and translate the text:

It is
the department where guests make reservations, check in and check out. The
Front Office Manager is in charge of the reception area. The Receptionist
welcomes and registers the guests. He hands out the keys and gives them
information about hotel services.

The
Reservations Clerk deals with reservation inquiries, booking and allocation of
accommodation.

The
Hall Porter or Concierge (USA: bell captain) is the person who does services
for guests. He can help guests with any of these: car hire, theatre tickets,
sightseeing, postcards and maps, airline reservations, timetables, luggage
storage, mail dispatch, valetting.

The
Cashier is concerned with the guests’ accounts and prepares bills. He may also
exchange travelers’ cheques or foreign currency.

The
Switchboard Operator connects outgoing and incoming calls.

The
Night Clerk attends to the reception area during the night shift.

The
Doorman receives guests, opens the door, orders taxis, etc.

 The
Porter is the person who handles the guests’ baggage. When a guest completes
his check-in procedure, he normally gets the room key from the room clerk who
shows the guest to his room. He also collects baggage from the guest’s room
when the guest checks-out.

3. Exercises:

№1. Answer these
questions:

1.       What
does the Front Office Manager supervise?

2.       Who
work under his supervision?

3.       Who
looks after the guests when they arrive?

4.       What
does the Receptionist do?

5.       Who
hands out the room key?

6.       Who
carries the luggage to the guests’ rooms?

7.       What
services does the Hall Porter provide?

8.       Who
deals with reservation inquiries?

9.       What
are the doorman’s duties?

10.   Who
exchanges foreign currency?

№2. True or false:

1. The Receptionist
shows the guest to his room.

2. The Concierge
does services for guests.

3. The
Cashier is concerned with the guests’ accounts, bills, travelers’ cheques or    

    foreign currency.

4. The
Hall porter’ duty is to handle the guests’ baggage and collect it from the 

    guest’s room when he checks out.

5. The Front Office Manager is in charge of the reception area.

№3. Make up the word
expressions and translate them:

1	to welcome	a	reservation inquiries
2	to deal with	b	accounts
3	to connect	c	guests
4	to concern with	d	the guest
5	to handle	e	the baggage
6	to hand out	f	to his room
7	to complete	g	check-in procedure
8	to receive	h	the keys
9	to show to	i	the reception area
10	to attend	g	calls

№4. Make up questions to the
underlined words:

1. The room clerk also collects baggage from
the guest’s room.

2. The Front Office Manager is in charge of
the reception area.

3.  The Concierge does services for
guests.

4. The Night Clerk attends to the
reception area during the night shift.

5. The Receptionist hands out the keys.

№5. You are the Front Office Manager. Tell all the staff of the Hotel
Front Office and say what duties everyone has.

№6. You are an employee. Today it is your first working day at the
hotel. Ask the the Front Office Manager about your duties.

4. Read and translate the text “Professions in hospitality”

There are various
professions in hospitality business. One of the most important is the
profession of the receptionist who works in the front office of a hotel.

  The receptionist
is in charge of the check-in. She meets and greets guests, registers them and
assigns rooms to them. Her main duty is to provide the brief and convenient
check-in procedure. The receptionist must help guests do the hotel formalities.
She asks the guest to fill in a registration card and to sign it. She also
answers the phone and takes messages for the hotel                     Collecting guests’ baggage

guests. The
receptionist also provides the check-out

formalities.

The concierge must
help the guests with the information about the hotel, the city and make travel
arrangements. She must be knowledgeable, fluent in many foreign languages and
have an outgoing personality. Fluency in English, French and German is a must
for her. Besides, she must be computer literate, have a pleasant telephone
manner and a positive helpful attitude. She actually acts as a travel agent:
she books flights, tours and visits.

The concierge must
help guests in all ways.

The hotel manager
is just a professional hotelier. For the hotel guests the hotel manager is the
host who must offer hospitality to the guests.

For the hotel
staff he is the person who must establish the policy of the hotel and its
operations.

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

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

The resident
manager permanently lives in the hotel.

The night manager
is on duty during the night.

Answer the
following questions:

1.      
Which
is the most important profession in the hotel business?

2.      
What
are the duties of the receptionist?

3.      
What
must a concierge do?

4.      
What
kind of person is the concierge?

5.      
Who
is the hotel manager for the guests?

6.      
What
is he for the hotel staff?

7.      
Who
establishes the policy of the hotel?

8.      
Which
are the major management positions in hospitality?

9.      
What
do these managers do?

Use the
appropriate words from the list:

on duty,
assistant, books, assigns, to fill in, convenient, computer literate, establish
the policy, management positions,

1.      
The
receptionist meets and greets guests, registers them and … rooms to them.

2.      
Her
main duty is to provide the brief and … check-in procedure.

3.      
The
receptionist asks the guest … a registration card and to sign it.

4.      
Besides,
the concierge must be … , have a pleasant telephone manner and a positive
helpful attitude.

5.      
The
concierge actually acts as a travel agent, she … flights, tours and visits.

6.      
For
the hotel staff he is the person who must … of the hotel and its operations.

7.      
There
may be different … in a hotel: the assistant manager, the resident manager, the
night manager.

8.      
The
… manager helps the manager and manages the hotel when the manager is not
present.

9.      
The
night manager is … during the night.

Match the
beginnings and the end of the sentences:

1. The receptionist is	guests do the hotel formalities.
2. The receptionist must help	provides the check-in formalities
3. The receptionist asks	the guests with the information about the hotel, the city and make travel arrangements.
4. The receptionist	in charge of the check-in.
5. The concierge must help	be knowledgeable, fluent in many foreign languages and have an outgoing personality.
6. The concierge must be	to fill in a registration card and to sign it.
7. The concierge must	computer literate, have a pleasant telephone manner and a positive helpful attitude.
8. The hotel manager	the host who must offer hospitality to his guests.
9. The hotel manager must establish	is just a professional hotelier.
10. The hotel manager is	the policy of the hotel and its operation.

 Translate the
following sentences from Russian into English:

1.      
Одна
из самых важных профессий в гостеприимстве – это профессия администратора по
приему гостей, который работает в лобби отеля. Администратор отвечает за
регистрацию гостей. Она встречает, приветствует гостей, регистрирует их и
отводит им комнаты. Ее главная обязанность – обеспечить быструю и удобную
процедуру регистрации гостей в отеле.

2.      
Консьерж
должна помогать гостям с информацией об отеле, городе, а также способствовать в
приобретении билетов. Она должна быть знающей, бегло говорить на многих
иностранных языках и быть общительным человеком. Говорить бегло на английском,
французском, немецком языках – ее обязанность.  . Она заказывает рейсы, туры и
посещение достопримечательностей.

3.      
Менеджер
отеля – это профессиональный хотельер. Для гостей отеля – он гостеприимный
хозяин, который должен предлагать хороший прием гостям.

Для служащих отеля – он человек, который
устанавливает политику отеля и его деятельность.

Lesson 9

Qualities of a person

 Job search can take a long time: someone
cannot find a suitable option for months, other interrupted time-consuming and
unstable jobs. To equalize the situation you can use a summary. How to reflect
the personal and professional qualities for summary, to make the employer
notice you and give you an opening? The summary should include only your
strongest side. If the quality of the summary on the work is described
correctly, the employer will be able to highlight your application among other
applications.

— Tell what qualities of a
person you know.

— Read a template set of personal qualities for summary and translate them:

— balance, self-control, perseverance,
hard work, discipline;

— the ability to persuade, ambition, good
diction, dedication;

— confidence, the ability to adapt to
change, ability to work in team;

— accuracy, quick learner, public speaking
skills, presentable appearance;

— commitment to the development, result
orientation, punctuality;

— honesty, justice ,a sense of humor,
energy, organization.

— knowledge, flexibility, helpful

Exercises:

1.  
Form 
the adjectives from the nouns below and translate them:

		adjectives	translation
1	hard work
2	balance
4	discipline
5	ambition
7	purpose
8	accuracy
9	punctuality
10	honesty
11	justice
12	emotionality
13	knowledge
14	flexibility
15	help

2.
Make up phrases after model:

An
employer must possess hard work.  He must be a hardworking
person

3. Read and translate some versions of the
qualities and say which of them are not suitable for the employer:

— easy in communication, straightness, intolerance, rudeness, inability
to lie;

—
pedantry, selfishness, self-discipline, excessive thoroughness;

—
excessive emotionality, a heightened sense of responsibility.

4.  Think about, what character traits can be
considered winning?

5. Which of the hotel staff can possess these
qualities:

— persuasion skills — discipline — accuracy — good health                                   — presentable appearance               — communication skills                   — good diction                                              — honesty

The concierge The receptionist The Doorman The Cashier The Switchboard Operator The Hall Porter The hotel manager

6. Translate in to English:

1.Кассир
должен быть грамотным, честным, аккуратным.

2.
Менеджер должен быть лидером, владеть организаторскими навыками, уметь работать
в команде. 

3. Администратор должен иметь презентабельный внешний
вид, быть общительным, дружелюбным.

4.
Консьерж должен быть знающим, внимательным, владеть иностранными языками

5.
Портье должен быть дружелюбным, тактичным, исполнительным.

7. Read the most popular qualities, translate
them and place in order of importance:

responsibility, sociability,
stress-tolerance, commitment, performance, learning, punctuality, efficiency,
organization, accuracy, attentiveness, ability to work in a team, initiative,
independence, energy, self-organization, goodwill, creativity, sociability,
active life position.

8. Look at the schema and
answer the question “How many per cents every quality has”

HOW TO BECOME A GOOD HOTELIER

The hotelier is a
good diplomat, patience, tolerance, generosity and good intentions. A good
hotel operator must have self-discipline staff, quick workers, and quick
thinkers and always to help client and manager at all times.

Diplomat

Diplomat mean is a
person who appointed by the national diplomacy with other countries or
international organizations. Representation and protection of the people are
the main functions of diplomats around the state and sent, as well as the
promotion of information and friendly relations. As a diplomat can easily build
an own relationship with the customer and day by day they will become a general
customer of hotel.

Patience

Patience in
hospitality industry means whatever the guest scold you, you cannot scold them back.
Resistance state in difficult circumstances, this may mean that persist in the
face of delay or provocation, no worries, anger, a negative exhibit patience
when under pressure, particularly when faced with a long-term problem.

Tolerance

Toleration in
hospitality industry means a person who tolerates something or somebody
unpleasant. Toleration is meaning the practice deliberately allowing or
permitting the things one does not agree. Many people are sometimes don’t know
how to behave themselves and also don’t know show some respect to other people;
so that’s why we have to be tolerate and patience. To be a hotelier everyday
will face difference temper of guests, so as a hotelier should be tolerating
and not to argue with them. Also, as a hotelier should give what they need to
make them feel satisfy. Guests always are the right whatever happens so as a
hotelier should be toleration and also patience.

Liberality

When employee
facing any high demand guests, we should need to be liberality and keep smile
to serve our customer until they satisfy with the service. Any guest that is
high demand, we shouldn’t complain it because it will affect the whole hotel
and will give a bad image and impression to the hotel. As a good hotelier must
be professional during working time.

Good Will

Good will means
willing to help each other when facing problem. Good will is one of the
important things to any hotelier because it always reminds us to be helpful to
our guests and also help them to solve problem. Front office staff is the first
employee to serve the customer. So that why good will is very important to any
front office staff.

It is not easy to
become a hotelier, but it is not so difficult. It depends on how to treat
customers, if you use your heart to your guests, they will feel. Most of the
students have chosen the hotel management, because working in the service
sector is very interesting and funny. Enterprise management is very useful for
our future operations, but it is very boring, which is why I chose the hotel
management. Another reason to select the hotel management, we can see so many
different customers and increase our knowledge. When you have experience in the
service industry, and then set the target a certain extent, the growing
knowledge does not always stay in the same place, become one industry
professionals. Peter Drucker pointed out that, today, the center of our social
productive forces, knowledge workers. In other words, knowledge is the key to
success, do not know is equal. Unfortunately, remain forever in the failure.
Thus, learning as an important part of our comprehensive preparatory work
supervisor or manager career.

10 Things That
Make Good Hotel Service Great

The right ambience Ensure cleanliness, aroma, temperature, and the 5s methodology from the Japanese Kaizen methodology – tidiness, orderliness, cleanliness, standardization and discipline.	What’s in a name Well, in the hospitality industry – a lot use guests’ names, their children’s names, pet’s names and even their car name. Also, use your name it is equally important. You are their buddy.
Personalize at every point Make every possible piece of literature, personal a welcome letter, a pre-arrival letter, a post-stay letter, anything and everything.	No unexpected surprises Ensure clear signage, a clear website, clear prices, clear text, clear rules, clear stuff roles and more. This will ensure that the guest has clear expectations at every stage and is delivered what is promised.
Make it memorable Consider providing some gift to greet your customer, or something they can take away to remember their stay. Also, have products available to buy whenever possible.	Follow-up is important Have they reviewed, will they review, have you answered their review? Have you invited them back? In other words, how would you treat a new friend?
Be efficient but not pushy Be efficient in your processes but then allow time for chatting and showing customers around to the extent they desire. Never rush them!	Don’t forget the Thank YOUs Be thankful. A guest must feel appreciated, all the time. A simple gesture that works even on the most difficult guest.
Reward their loyalty Be thankful. A guest must feel appreciated!	A smile can do the trick Be happy! A happy team equals a happy guest. Mirroring behavior is an innate, unconscious process. You smile – the will smile.

Lesson 10

Divisions of a Hotel

There are various divisions (or
departments) of a hotel. They are given below.

Front Office

It is responsible for guest check-in and
check-out, mail and information services, and concierge services such as tour
booking, reserving theatre and restaurants, providing airport taxi service,
etc.

Food and Beverage

Food and Beverage department is
responsible for preparing menus, foods, and managing inventory of food and
beverage items. It includes food and beverage preparation and service for
restaurant, lounge, coffee shops, bars, parties, and room service.

Uniformed Service Department

It includes parking and door attendants,
drivers, porters, and bell attendants.

Housekeeping

Housekeeping includes the duties of
keeping the areas of the hotel clean, tidy, hygienic, and pleasant. It also
performs the duties pertaining to decoration of hotel premises.

Sales and Marketing

All sales, services, advertising,
promotions, and public relations are taken care of by this team.

Security

Security manager and security workers work
to keep the property safe and secured from external hazards.

Accounts

It conducts all financial activities like
producing bills and receiving payments, computing employees’ compensations and
delivering payments. They also carry out the activities such as compiling
monthly and annual income statements, depositing and securing cash, and
controlling and monitoring assets.

Maintenance

The Maintenance department is responsible
for the maintenance of the property. It takes care of repairing furniture and
fixtures, and painting the required area. When the hotel is small, these works
are contracted from an outside agency.

Engineering and Technology

It is responsible for keeping all of its
equipment operational. The duties include maintaining telephone, hotel
management software, internet etc. It is also responsible for implementing any
new changes required such as upgrading the software and hardware.

Human Resource Department

Human Resource department is responsible
for interviewing and recruiting qualified staff to be placed at appropriate
positions. They also conduct exit interviews for the employees who wish to quit
the work. HRD works to set wages and salaries based on regional market rates
and ensures that the hotel business meets safety and health administration
standards.

Profiles of Management Staff

Hotel
General Manager

Hotels
are rampant nowadays. The bigger they get, the more people they need to work
for them. Thus, the more they need people who can take in charge of everything.
This is what general managers do.

Your main job is
to create and sustain a guest-driven hotel which goes beyond guest expectations
for the criteria important to your guests. You should also provide an
atmosphere which inspires your hotel team members to offer their best efforts.
It’s your job to watch over the quality process in order to ensure your guest’s
satisfaction through consistent delivery of service and quality product in
conformance with your hotel’s profitability goals whilst fulfilling the
important requirements of your guest.
First priority is to perform and supervise the daily routines of the hotel. You
check guests in and out, and inspect their suites for engineering and
housekeeping quality. You also participate in the Food and Beverage outlet
where you would greet and serve guests as needed.

You also have some
responsibility for staffing. You will interview, and hire people. Once
accepted, you would also be the one to supervise and counsel them. This would
include the different department managers in the hotel. Although the pay is
high, this job places many responsibilities on your shoulders and you should be
up for that.

The Front Office Manager

The Front Office
Manager is generally in charge of everything that goes on in the front desk. He
is responsible for all duties of the front desk operation which includes: staff
training, inter-department communications, and staff scheduling. He usually works
a regularly scheduled front desk shift and must be available to work any shift
as needed. He holds department meetings regularly, cover all shifts that are
open and tries to understand any problems which desk clerks may have.

The biggest
responsibility is to supervise over the front desk clerks. The Front Office
Manager should possess strong communication skills and demonstrate leadership
abilities. There are many responsibilities and duties that come with this job
title. He hires and trains new people for the front desk and will make sure
that everything runs properly and that everything is organized. This position
requires such services as answering questions, taking difficult telephone
calls, analyzing the front desk budget, setting schedules, welcoming guests,
dealing with guests’ complaints and solving a variety of problems that may come
up for example when it comes to deal with groups of foreign guests.

This position
requires plenty of patience with people and understanding. Smiling when dealing
with guests helps to create a friendly atmosphere. A smile says, “We’re glad
you’re here!” Whenever an employee speaks with a guest, the employee should end
the conversation with the statement, “Please call on me if I can be of any
further assistance.” The Front Office Manager is also required to possess
language skills, as well as a very good command of at least two or three
foreign languages. He should also monitor finances at the front desk and is
responsible for communicating with all other departments in regard to the front
desk department.

Food and Beverage Director

This position is
not only applicable for hotels. You can also work in hospitals, schools and
other places where food directors are needed. The general job description would
be having the responsibility to oversee the lounge/restaurant operations. You
also get to recruit and train employees. You would also be the one who would
create their schedules.

Managing budgets
and achieving sales targets are also part of your job, along with maintaining
close control of product orders and stock. You should also be able to control
and analyze food costs. Of course, as the director, you should ensure that food
safety and customer service are provided. Lastly, you should communicate well
with your team and be able to motivate them.

Executive Chef

This
career would generally involve managing the flow and direction of a kitchen.
You would be responsible for arranging menus and tables on hotels, cruise
ships, and other hot spots that tourists go to. You also keep track of
inventory and try to keep costs down. You decide which supplies and food items
are necessary to purchase. As time passes by, you will establish and modify the
menus so that there is an increase in profits and decrease in monetary loss. You
are also the one who is in charge of overseeing the overall satisfaction of
your customers.

The Sales Manager

This
key role carries responsibility for marketing hotel products, facilities and
services. He designs such hotel products as accommodation special offers,
bargain breaks, leisure and activity breaks. He also advertises meeting and
recreational facilities for groups and conventions by sending circulars to
companies, cultural and political associations, professional bodies. He attends
regional and national conferences on tourism issues hoping to catch new
glimpses of forth coming events which may increase hotel business.

The Purchasing Manager

He is
responsible for the search, selection, purchase, receipt, storage of
commodities in accordance with the catering policy of the hotel. Commodities
cover the following categories: food, beverages, tabletop products, maintenance
products, catering 1 food service equipment, furnishings and fixtures,
operations equipment and systems, telecommunications systems, management
services. His duties include:

·       
providing all items to user departments

·       
evaluating new products

·       
researching into new markets and price trends

·       
reporting to the hotel management

The Personnel and Training Manager

He is
responsible for defining the structure and scope of the personnel function. As
a pragmatic, articulate and influential person, he shows a committed and
commercially relevant approach to Human Resources. His duties include:

·       
recruitment of staff members

·       
planning educational courses for hotel employees

·       
finding out HR policies to support hotel services efficiency

The Chief Engineer

Traditionally
associated with maintenance engineering has evolved as a separate department in
very large hotels. The chief engineer is responsible for all the mechanical and
electronic equipment conditioning systems, escalators, lifts, electrical
implements, television sets, computers, audio visual aids, lightening, etc.. He
supervises a team of technicians assigned to the control and maintenance of
such equipment as heating and air-conditioning systems, escalators, lifts,
electrical implements, television sets, computers, audio visual aids, lightening,
etc.

The Housekeeper

Her primary concern is the
overall cleanliness of the premises. Her duties would involve bed making,
replenishing of linens, cleaning and vacuuming halls and rooms. She also gets
to carry linens, toilet items, towels, and cleaning supplies by the use of
wheeled carts. Cleaning rooms, lobbies, hallways, restrooms, lounges,
corridors, elevators, locker rooms, stairways, and other working areas are
tasks related to her job. As a supervisor she is the head of a team whose main
job is perform the above mentioned duties. She checks if requirements regarding
cleanliness are met and should also interview, hire and train people who want
to be part of her team.

The Supervisor

The
supervisor is the basic managerial element in the hotel organization. He forms
the essential link between the general manager and the workers. His main
functions are motivating and controlling, but, actually, he operates within all
of the management  procedures. He is responsible for the training needed within
his department. The workers must have good and effective supervision to perform
to the best of their ability

Notes:

CEO = Chief
Executive Officer. Officer of a firm principally responsible for the activities
of a company

Front office: the
reception area that is visible to the public

Back office: the
part of a reception area that is not visible to the public.

Practice

1.
Answer these questions:

1.     What
are the main duties of a hotel manager?

2.     What
skills must a hotel manager have to run a large hotel?

3.     What is
a small hotel manager required to have?

4.     What
about the manager’s role in a chain-owned hotel?

5.     What is
the management?

6.     Who is
the management formed by?

7.     What
are the main departments of a hotel?

8.     Who
operate in the Reception department?

9.     What
are the main facilities of the food and beverage department?

10. Mention the staff
of the housekeeping department

2.
Put the following items in the appropriate column:

recruiting
staff / following price trends / storing products / checking lifts / training
staff / supplying items to hotel depts. / advertising bargain breaks /
selecting commodities / defining personnel tasks / supervising technicians.

Purchasing Manager	Sales Manager	Personnel Manager	Chief Engineer

A Staff Meeting

‘One is up early
in this business’ explains Harvey Pascoe, managing director of the Dormy House
Hotel on the Cotswolds near Broadway. ‘I like a gentle start to the day before
the racing begins’, he admits.

10.00 Harvey
assembles all available staff into the Conference Room for their weekly
(Friday) briefing. Today’s session has a sentimental note; Louise Weston, a
chambermaid who’s been at Dormy for the last five years, is retiring and Harvey
presents her with a Russell Hobbs coffee maker.

10.15 Harvey
is going through a pile of mail in his office. ‘1 see every single letter. They
all get a reply from me and then they’ll be categorised. And look. It’s only
September 19th and here is our first booking for our New Year’s Eve party.
After making a phone call with stock and another with accounts, a travel agent
in Philadelphia calls to make a booking for four clients.

10.30 The
meeting with the various Heads of Department — the housekeeper, head bar-lady,
banqueting manager, head receptionist, maintenance man and others. Everyone
brings Harvey their own set of seemingly major catastrophes but nothing seems
to faze him, not even the news brought by the maintenance man that all the
outside lights have ‘gone on the blink’. Harvey agrees with his diagnosis —
that the underground cable is old, worn and must have shorted the circuit. ‘It
will cost a lot of money but we have no choice,’ Harvey concludes. ‘We need new
cabling a.s.a.p.’ Maurice Howman, the gardener, worries about ‘the early chills
we’ve been having’. Housekeeper Sally Hodgkinson reports on how the new carpets
are settling down.

They then talk
about which rooms are to be ‘released for refurbishment’ and the design for
curtains, fabrics, bathroom fittings and the like.

Harvey adds that
Friday mornings are always more crucial than the rest because it’s the best
time to go through the following week’s function lists.

‘I try to spend as much time as I can before lunch just talking to the
staff. I make a point of saying good morning to everyone, and by name. I work
with people, a team, not just numbers, and that applies to employees as much as
guests. It is a vital ingredient in the successful running of a hotel.’

Practice

1.
Read ‘A Staff Meeting’ and complete these sentences:

1.     Mr
Harvey Pascoe gets up early in the morning because.

2.     The
staff meeting always takes place on   ………………… in……………….

3.     Louise
Weston is ……………………………………………………….

4.     Every
morning Harvey goes through the incoming mail and.

5.     Harvey has
made two phone calls, namely …… ……………………………………

6.     He has also
got two bookings: one for …………. the
other from ………………………………..

7.     Among
the staff attending the meeting were …

8.     The
maintenance man reported that ….

9.     The
housekeeper reported that ……. and
went on talking to the manager about  ………….

10. The reason why Mr
Harvey Pascoe is a successful hotelier is ………………  

2.
Write sentences of your own using the following verbs:

to
present s. o. with / to go through / to make a call / to make a booking / to
hold a meeting / to report / to worry about / to run a hotel

3.
Write a short description of the picture following these guidelines:

what
it is about

who
the persons are

what
they are talking about

You
can start
like this: The picture shows the staff meeting hold at the Dormy House Hotel
on September 191h ……

4.
Write a conversation between the manager and the receptionist on a topic of
your choice.

HOUSEKEEPING

This department is in charge of the general cleanliness of the
hotel. It provides cleaning materials, bed linens, paper products, stationary,
etc. It is also responsible for laundry, dry cleaning and ironing services and
handles storage supplies. The staff members in charge of this department are:
the Executive or Head Housekeeper who is responsible for the smooth running of
the department. She supervises the work of chambermaids and housemen.

The Chambermaids whose job is cleaning and
caring for the guest rooms. Housemen and Assistants help in performing various
chores such as collecting dirty linen, hoovering carpets, polishing mirrors,
etc.

                                                

1. Write the Russian equivalents of the following
cleaning and equipment supplies:

2. Put
the items below in the appropriate box

advertising
material, aprons, blanket covers, blankets, booking forms, brochures, business
cards, cots, educational materials, greeting cards, mailers, mattress pads,
mattresses, menu order forms, menus, napkins, newsletters, pillowcases,
pillows, presentations & proposals, printer paper, quilts, registration
forms, sheets, single use napkins,  tablecloths, towels

Bed and Bedding	Stationary & Paper Products	Linen Supplies
_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________	_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________	_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________

THE RESTAURANT

It is the facility
where the guests have their meals. Breakfast, lunch and dinner are generally served
by waiters under the supervision of a Headwaiter or Maître d’hôtel.
A Maître d’hôtel is the man in charge of all personnel who serve or
clear tables in the restaurant. Waiter or waitress is the individual who takes
orders and serves the meal. Bussers or busboys is the American name for
Assistant Waiters. They are restaurant employees who pour water, empty
ashtrays, clean and set tables, and so forth.

THE BAR

This is the area
where guests can sit, drink, and talk in a relaxed, comfortable atmosphere. The
bar is also attended by those guests who like to have a light and fast meal,
generally made up of snacks, sandwiches, salads and cakes. The staff members
operating in the bar are the Barman, his Assistants and the Waiters. The Barman
(Bartender in USA) is the employee who mixes and serves drinks at a bar. He
takes orders for drinks from customers and the waiting staff (waiters and
assistants). Waiters go to the customers’ tables, take their orders and then
bring drinks or snacks to the tables.

THE
KITCHEN

The kitchen is a very important hotel department considering that food
and beverage service may prove to be the highest source of income, especially
when providing service for banquets and conventions. The staff of this
department may include:

The Head Chef (Chef
de Cuisine) who is responsible for planning the menus and for supervising the
correct preparation, presentation and qualities of all dishes which are being
prepared by other chefs. He is normally collaborated by an Assistant Head
Chef (Sous Chef) who relieves the Head Chef in his absence and arranges
duty shifts and days off for the kitchen staff. The other kitchen staff members
are the Chefs each of whom is responsible for the preparation of
individual items. They include the sauce chef, salad chef, vegetable chef,
fish chef, soup chef, pastry chef, etc. and are assisted by Assistant
Cooks (commis de cuisine) who receive orders by the chefs they work for.
Under the cooks’ supervision are the Kitchen Helpers (who peel potatoes,
cut up vegetables, etc.) and Dishwashers. In large establishments, the
Head Cook plans and co-ordinates the operation of several restaurants.

1. Answer these
questions:

1.        
Why
is the kitchen a high source of income?

2.        
Whom
does the Head Chef supervise?

3.        
Who
arranges duty shifts for the kitchen staff7

4.        
What
are the assistant cooks’ duties?

5.        
What
are the duties of the kitchen helpers?

6.        
What
do you see in the picture above?

Hospitality Manager
job description

This Hospitality
Manager job description template is optimized for posting on online
job boards or careers pages and easy to customize for your company.

Hospitality Manager Responsibilities

Include:

• Hiring qualified personnel according
  to standards
• Organizing and coordinating
  operations to ensure maximum efficiency
• Supervising and evaluating staff

Job brief

Job description,
hospitality: We are looking for an experienced Hospitality manager to
organize and oversee daily operations of our facilities. You will be
responsible for coordinating activities and helping people reach their full
potential.

Hospitality
managers, whether they work at lodgings or restaurants, are always
focused on ensuring excellent customer experience. They are leaders and problem
solvers. Excellent communication and organizational skills are vital.

Responsibilities

• Hire qualified personnel according to
  standards
• Organize and coordinate operations to
  ensure maximum efficiency
• Supervise and evaluate staff
• Ensure supplies and equipment are
  adequate in quantity and quality
• Handle customer complaints when necessary
• Assist in pricing products or
  services
• Assume responsibility of budgeting
  and monitoring expenses
• Enforce adherence to regulations and
  quality standards
• Ensure all records are kept properly
  and consistently
• Review and prepare reports for senior
  management

Requirements

• Proven experience as hospitality manager
• Hands-on experience in customer
  service or sales
• Solid understanding of hospitality
  procedures and best practices
• Knowledge of quality standards (e.g.
  ISO)
• Proficient in MS Office and relevant
  software (e.g. ERP)
• Excellent organizational and leadership skills
• Outstanding communication (verbal and
  written) and interpersonal skills
• Problem-solving aptitude
• BSc/BA in hospitality management

Receptionist job
description

This Receptionist job
description template is optimized for posting to online job boards or
careers pages. It is easy to customize with duties and responsibilities for
medical receptionists, hotel receptionists, and more. Also see our job
descriptions for similar roles: Administrative Assistant, Executive Administrative Assistant, Front Office Manager, Office Coordinator, Office Manager, Secretary.

Receptionist Responsibilities:

• Receiving visitors at the front desk
  by greeting, welcoming, directing and announcing them appropriately
• Answering screening and forwarding
  incoming phone calls
• Receiving and sorting daily mail

Job brief

We are looking for
a Receptionist to manage our front desk on a daily basis and to perform
a variety of administrative and clerical tasks.

What does a
Receptionist do?

As a Receptionist,
you will be the first point of contact for our company. Our Receptionist’s
duties include offering administrative support across the organization. You
will welcome guests and greet people who visit the business. You will also
coordinate front-desk activities, including distributing correspondence and
redirecting phone calls.

To be successful
as a Receptionist, you should have a pleasant personality, as this is also a
customer service role. You should also be able to deal with emergencies in a
timely and effective manner, while streamlining office operations. Multitasking
and stress management skills are
essential for this position. This role may require working in shifts, so
flexibility is a plus.

Ultimately, a
Receptionist’s duties and responsibilities are to ensure the front desk
welcomes guests positively, and executes all administrative tasks to the
highest quality standards.

Responsibilities

• Greet and welcome guests as soon as
  they arrive at the office
• Direct visitors to the appropriate
  person and office
• Answer, screen and forward incoming
  phone calls
• Ensure reception area is tidy and
  presentable, with all necessary stationery and material (e.g. pens, forms
  and brochures)
• Provide basic and accurate
  information in-person and via phone/email
• Receive, sort and distribute daily
  mail/deliveries
• Maintain office security by following
  safety procedures and controlling access via the reception desk (monitor
  logbook, issue visitor badges)
• Order front office supplies and keep
  inventory of stock
• Update calendars and schedule meetings
• Arrange travel and accommodations,
  and prepare vouchers
• Keep updated records of office
  expenses and costs
• Perform other clerical receptionist
  duties such as filing, photocopying, transcribing and faxing

Requirements

• Proven work experience as a
  Receptionist, Front Office Representative or similar role
• Proficiency in Microsoft Office Suite
• Hands-on experience with office
  equipment (e.g. fax machines and printers)
• Professional attitude and appearance
• Solid written and verbal
  communication skills
• Ability to be resourceful and
  proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management
  skills, with the ability to prioritize tasks
• Customer service attitude
• High school degree; additional
  certification in Office Management is a plus

Front Office
Manager job description

This Front
Office Manager job description template can help you attract the most
suitable candidates to manage your reception area effectively. It’s also easy
to customize to meet your company or hotel’s specific requirements. Similar job
titles include Front Desk Representative, Office
Receptionist, Secretary, Office Manager and Administrative Assistant.

Job brief

We are looking for
a Front office manager to manage our reception area. You will act as the ‘face’
of our company and ensure visitors receive a heartwarming welcome. You will
also coordinate all front desk activities, including calls, reservations and
guests services.

As a Front office
manager, you should combine a pleasant personality with a dynamic professional
attitude to supervise and lead our team. Our ideal candidate can deal
efficiently with complaints and has a solid customer service approach.

Ultimately, you
should be able to ensure our front desk provides professional and friendly
service to our customers.

Responsibilities

• Ensure front desk is tidy and has all
  necessary stationery and material (e.g. pens, forms and informative
  leaflets)
• Train, supervise and support office
  staff, including receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer
  service
• Handle complaints and specific
  customers requests
• Troubleshoot emergencies
• Monitor stock and order office
  supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office
  expenses and costs
• Ensure company’s policies and
  security requirements are met

Requirements

• Proven work experience as a Front
  desk manager or Reception manager
• Hands on experience with office
  machines (e.g. fax machines and printers)
• Thorough knowledge of customer
  service, office management and basic bookkeeping procedures
• Proficiency in English (oral and
  written)
• Solid knowledge of MS Office,
  particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• High School diploma; additional
  certification is a plus

THE BELL SERVICE

VOCABULARY. LEARN THE WORDS.

to run errands, the bell service, the bell
captain, bellman, the room appliances

№1 Read and translate the text:

When hotel guests
come to the hotel and check in they expect someone to show them to their rooms.
They also want someone to help them with their luggage and sometimes to run
errands for them. All these duties are provided by the bell service of the
hotel.

At the head of the
bell service is the bell captain. He directs bellmen.

When the guest is
given a room number the bellman gets the key and escorts the guest to his room.
In the room the bellman must show the guest where the light switches are. He
must also explain how to use the room appliances: the TV-set, telephone,
air-conditioning.

In some hotel the
bellman helps the guests with their luggage. Very often he uses a cart to move
the luggage.

№2
Answer the following questions:

1.     Who
shows the guests to the rooms?

2.     Who
helps the guests with their luggage?

3.     Who
runs errands for the hotel guests?

4.     Who is
at the head of the bell service?

5.     What
does the bellman do for the hotel guests?

6.     What
kinds of appliances are there in the hotel room?

№3 Use the appropriate words from the
list:

a cart, to run errands, escorts, the
bell captain, appliances, to show, the light switches,

1.     When
hotel guests come to the hotel and check in they expect someone … them to their
rooms.

2.     They
also want someone to help them with their luggage and sometimes … for them.

3.     At the
head of the bell service is … .

4.     When
the guest is given a room number the bellman gets the key and … the guest to
his room.

5.     In the
room the bellman must show the guest where … are.

6.     He must
also explain how to use the room … : the TV-set, telephone, air-conditioning.

7.     Very
often he uses … to move the luggage.

№4 Make up sentences from the following
words:

1.     They,
to help, with, for, want, and sometimes, to run errands, them, also their
luggage, them.

2.     At, the
bell captain, of, the, bell, the head, service, is.

3.     When,
the room, is, given, number, the guest, the, room, guest, his, escorts, gets,
the key, the, bellman. and, so.

4.     In,
must, the bellman, the room, switches, show, where, the, light, the, guest,
are.

5.     He,
also, how, to explain, the room, must, appliances, to use.

6.     In,
helps, with, hotels, the bellman, the, gusts, some, their luggage.

7.     Very,
he, a cart, to move, often, the luggage

№5 Translate the following sentences from
Russian into English:

1.     Когда гости
приезжают в отель и регистрируются, они ожидают, что кто-то покажет им комнаты,
поможет с багажом и окажет им другие услуги.

2.     Всем этим
занимается служба посыльных отеля.

3.     Ее возглавляет
старший посыльный, который руководит всеми посыльными и связан с администрацией
отеля.

THE HOUSEKEEPING
DEPARTMENT

VOCABULARY. LEARN THE
WORDS.

the housekeeping department, to care,
to supervise, a chambermaid, bed linen, a towel, a waste baskets, tissues,
rubbish, master keys, extra bedding, rollaway

№1 Read and translate the
text:

The
housekeeping department cares about cleaning the guestrooms.

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

Chambermaids
prepare the rooms before the guests check in. Usually the housekeeper tells the
maids to clean the rooms or to make up the rooms. He may also ask them to scrub
down the bathrooms or change the bed linen and the towels. The main duties of
the chambermaids are to air the rooms, to make the beds, to dust the furniture,
to vacuum the floor, to wash the bathroom, to empty the waste baskets.

Chambermaids
use carts to carry suppliers: soap, tissues, bed and bath linen. There are
containers for supplies: soap, bed and bath linen. There are containers for
dirty linen and rubbish in the carts.

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

The
housekeeping service provides extra bedding or rollaways.

№2
Answer the following questions:

1.    
What is the main function of the
housekeeping department?

2.    
Who is at the head of the housekeeping
department?

3.    
What are the main duties of the chambermaids?

4.    
What is there on the chambermaid´s
cart?

№3 Use the appropriate
words from the list:

carts, to scrub down, the
chambermaids, bedding, to dust, clean, waste

1.    
The housekeeper supervises… .

2.    
Usually the housekeeper tells the maids to
… the rooms or to make up the rooms.

3.    
He may also ask them … the bathrooms or
change the bed linen and the towels.

4.    
The main duties of the chambermaids are to
air the rooms, to make the beds, … the furniture, to vacuum the floor, to wash
the bathroom, to empty the … baskets.

5.    
Chambermaids use … to carry suppliers:
soap, tissues, bed and bath linen. There are containers for supplies: soap, bed
and bath linen.

6.    
The housekeeping service provides extra …
or rollaways.

№4 Translate the
following sentences from Russian into English:

1.    
Служба
горничных отвечает за уборку номеров.

2.    
Во
главе службы находится старший отеля, который руководит работой горничных.

3.    
Горничные
готовят номера до приезда гостей.

4.    
Они
делают генеральную уборку комнат.

5.    
Они
всегда моют ванные комнаты и меняют постельное белье и полотенца.

THE TELEPHONE DEPARTMENT

VOCABULARY. LEARN THE
WORDS.

a switchboard, to handle, outside
calls, lond-distance

№1 Read and translate the
text:

Any
hotel provides its guests with the regular telephone service. There are usually
the pay phones in the lobby and the house phones in the rooms.

The
house phone is the system of phones throughout the hotel. The switchboard
operator controls all in-coming and out-going calls. The operator has to handle
all the outside calls. They may be local, long-distance and international. If
someone calls to find a hotel guest, the operator will connect him.

If
the guests want to make a long-distance call the telephone operator will help
them too.

The
telephone operator can connect the guest with any hotel service: the front
office, the housekeeping, the bell service, the room service, the concierge.
The hotel guest may ask the operator to wake him up, to page him, to send a
telegram. The telephone operator will never refuse any service to the hotel
guest.

№2
Answer the following questions:

1.    
Who provides the guests with the regular
telephone service?

2.    
What kinds of phones are there at the
hotel?

3.    
What is the house phone?

4.    
Who controls all in-coming and out-going
calls?

5.    
Who has to handle all the outside calls?

6.    
What will the operator do if someone calls
to find a hotel guest?

7.    
What will the operator do if the guests
want to make a long-distance or an international call?

8.    
What can the telephone operator connect
the guest with?

9.    
What other services will the operator
provide?

№3 Use the appropriate
words from the list:

service, pay, regular,
long-distance, wake him up, switchboard, house, handle, connect,

1.    
Any hotel provides its guests with the …
telephone service.

2.    
There are usually the … phones in the
lobby and the … phones in the rooms.

3.    
The … operator controls all in-coming and
out-going calls.

4.    
The operator has to … all the outside
calls.

5.    
They may be local, … and international.

6.    
If someone calls to find a hotel guest,
the operator will … him.

7.    
The hotel guest may ask the operator to …,
to page him, to send a telegram.

8.    
The telephone operator will never refuse
any … to the hotel guest.

№4 Translate the following
sentences from Russian into English:

1.    
Любой
отель обеспечивает своих гостей регулярной телефонной связью.

2.    
Обычно
в холле отеля находятся платные телефоны.

3.    
Гостиничные
внутренние телефоны находятся в комнатах отеля.

4.    
Оператор
на коммутаторе контролирует все входящие и исходящие звонки.

THE SECURITY DEPARTMENT

VOCABULARY. LEARN THE
WORDS.

robbery, burglary, flood, valuable
things, a safe-deposit box, lost and found office, restrooms, fire drills, an
emergency exit, a first-aid kits, injury

№1 Read and translate the
text:

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

At
the head of the security department is the security officer.

The
guests may keep their valuable things in a safe-deposit box. The security
department is ready to protect the guests in case of any crime.

The
security department is in charge of the lost and found office. Usually the
guests lose or leave their things around. And the security staff should take
care of their purses and wallets, handbags and umbrellas, hats and coats left
in bars or restaurants, restrooms or lobbies.

The
security department provides fire drills for all the hotel employees. Each
hotel employee must know all the hotel emergency exits.

The
security department is also in charge of the first-aid kits throughout the
hotel in case of an injury.

№2
Answer the following questions:

1.    
Which department must protect guests from
all dangers?

2.    
What kinds of dangers must it protect the
guests from?

3.    
Who is at the head of the security
department?

4.    
Where must the guests keep their valuable
things?

5.    
What should the security department take
care of?

6.    
What does the security department provide
for all the hotel employees?

7.    
In what case is the security department in
charge of the first-aid kits?

№3 Use the appropriate
words from the list:

fire drills, purses and
wallets, lost, a safe-deposit box, found, robbery, in case of, the security
officer, in charge, emergency, restrooms,

1.    
The hotel security department must protect
the guests of the hotel from all dangers: … and burglary, fire and flood.

2.    
At the head of the security department is
… .

3.    
The guests may keep their valuable things
in … .

4.    
The security department is ready to
protect the guests … any crime.

5.    
The security department is in charge of
the … and … office.

6.    
The security staff should take care of
guests´ … , handbags and umbrellas, hats and coats left in bars or
restaurants, … or lobbies.

7.    
The security department provides … for all
the hotel employees.

8.    
Each hotel employee must know all the
hotel … exits.

9.    
The security department is also … of the
first-aid kits throughout the hotel in case of an injury.

№4 Translate the
following sentences from Russian into English:

1.    
Отдел
охраны отеля должен оберегать своих гостей от всех видов опасности: кражи,
кражи со взломом, пожара или наводнения.

2.    
Отдел
охраны отвечает за работу стола находок.

3.    
Служба
безопасности отеля обеспечивает противопожарные учения для всех служащих отеля.

4.    
Каждый
служащий отеля должен знать все запасные выходы отеля.

CATERING AT THE HOTEL

VOCABULARY. LEARN THE
WORDS.

reception, convention, exhibition,
luxurious, coffee shops, snack bars, cuisine, pantry, dining-halls, cocktail
lounges, a la carte menus, table d´hôte menus, brunch, refreshments

№1 Read and translate the
text:

There
are a lot of different eating and drinking places available for visitors at the
hotel. They are luxurious restaurants, formal luxury restaurants, informal
restaurants, coffee shops, snack bars, fast food restaurants, night clubs and
bars. Not all the hotels have this range of catering facilities. The
superdeluxe and deluxe hotels have a wide range of restaurants and bars of
different types and cuisines. Some of them are open round the clock. All
expensive hotels have a round-the-clock room service when food and drinks are
served into a guest´s room. Other hotels may have one restaurant, one
coffee shop and one bar.

At
the head of the food and beverage department is the food and beverage manager.
The food and beverage department includes a kitchen, a pantry, dining-halls,
bars and cocktail lounges.

The
food and beverage department serves individuals and small groups of customers.
When it serves individuals it serves a la carte menus. When a restaurant serves
groups it provides table d´hôte menus.

A
hotel restaurant may prepare all kinds of meals. It may serve light meals such
as a continental breakfast and full meals such as full English breakfast, lunch
or dinner. It may also serve brunch that means late breakfast or early lunch.

The
food and beverage department is in charge of room service too.

The
catering department of the hotel deals with preparing and serving big parties.
It also supplies food and drinks. It provides special catering personnel.

The
catering department comes in when there is a banquet, a reception, a
presentation, a convention or an exhibition. It serves refreshments during
meetings, between seminars, at presentations. It arranges tea and coffee
breaks.

The
catering department handles all kinds of banquets: both public and private.
Public banquets are company dinners, business receptions, press conferences or
fashion shows. Some of the private banquets are wedding receptions, birthday
parties or dinner dances. The catering department has got special function
rooms with facilities to seat any number of guests and to arrange the tables in
any order. Those may be banqueting rooms or banqueting suites.

№2 Answer the following
questions:

1.    
What kinds of eating and drinking places
are there at the hotel?

2.    
Which hotels have a wider range of eating
and drinking places?

3.    
What is a round-the-clock service?

4.    
Who is at the head of the food and
beverage department?

5.    
What kinds of meals are served at the
hotel restaurant?

6.    
What is brunch?

7.    
Which department is in charge of catering
at the hotel?

8.    
What kinds of parties does the catering
department serve?

9.    
What are public banquets?

10.
What private parties does the catering
department provide?

№3 Use the appropriate
words from the list:

continental, breakfast, provides,
hotels, beverage, round the clock, a pantry, expensive, a la carte, supplies,
luxurious restaurants, table d´hôte menus,

1.    
They are …, formal luxury restaurants,
informal restaurants, coffee shops, snack bars, fast food restaurants,
nightclubs and bars.

2.    
Some of them are open … .

3.    
All … hotels have a round-the-clock room
service when food and drinks are served into a guest´s room.

4.    
Other … may have one restaurant, one
coffee shop and one bar.

5.    
The food and beverage department includes
a kitchen, …, dining-halls, bars and cocktail lounges.

6.    
The food and … department serves
individuals and small groups of customers.

7.    
When it serves individuals it serves …
menus.

8.    
When a restaurant serves groups it
provides … .

9.    
It may serve light meals such as a …
breakfast and full meals such as full English …, lunch or dinner.

10.
It may also serve brunch that means late
breakfast or early lunch.

11.
It also … food and drinks.

12.
It … special catering personnel.

№4 Translate the
following sentences from Russian into English:

1.    
В
гостинице много разнообразных мест для гостей, где можно получить еду и
напитки. Это шикарные рестораны, рестораны национальной кухни, обычные
рестораны, кофейни, буфеты, бары быстрого обслуживания, ночные клубы и бары. Не
все отели имеют такое разнообразие в обслуживании услугами питания.

2.    
В
пятизвездных и четырехзвездных отелях имеется широкий спектр ресторанов и баров
различных типов и национальных кухонь.

3.    
В
дорогих отелях имеется круглосуточное обслуживание, когда еда и напитки могут
подаваться в номера гостей круглосуточно.

4.    
Иногда
в отеле есть один ресторан, одна кофейня и один бар.

5.    
Во
главе отдела питания и напитков находится менеджер по питанию, который
руководит работой кухни, кладовой, обеденных залов, баров и коктейль-баров.

6.    
Отдел
питания имеет дело с обслуживанием больших вечеров. Он также поставляет еду и
напитки. Он обеспечивает специальный персонал по питанию.

№5 Read the polylogue and
translate it

John:
Shall we dinner in this restaurant? They serve good meals here and the prices
are reasonable.

Fred:
Well. Let´s go more quickly, please. I´m very hungry.

Waiter:
What can I do for you?

J.: We´d like to have dinner.
Are there any vacant seats in the corner?

W.: Yes. Take your seats at the table
on your right. It is vacant. Here is the menu. Make your choice.

F.: What shall we have? A
three-course dinner, I suppose.

J.: I´m thirsty. Let´s
have a glass of mineral water first.

F.: I prefer iced tea. Waiter! A
glass of mineral water and iced tea, please.

J.: What shall we have as a starter?
As for me I´ll have fish salad.

F.: But I´ll have vegetable
salad. Would you like any soup? I´ll have chickensoup and roast beef for
the main course.

J.: I like your choice. I´d
rather have the same.

W.: Have you made your choice yet?

F.: Yes. We´d like to begin
with salads. One fish salad and one vegetable salad, please.

W.: What would you like to follow?

F.: Chicken soup and roast beef,
please.

W.: Very good. What vegetables would
you like?

J.: Oh, French fries, I think. What
about you, Fred?

F.: Me too. Please, serve us as
quickly as possible. We are in a hurry.

W.: Don´t worry. I´ll
serve you in no time.

J.: Could you bring the bill straight
away, please? We´d like to pay separately.

W.: Sure. $35, please.

J.: Here is your money. Keep the
change.

F.: Do you accept traveler´s
checks?

W.: Yes.

№6 Continue the
conversation

1

John: Shall we have supper in this
restaurant? They serve good meals here.

Alan: Well, I´m very hungry.

Waiter: What can I do for you?

J.: We´d like to have supper.
Are there any vacant seats in the corner?

2

F.: What shall we order? A
three-course dinner, I suppose.

J.: I leave the choice to you.

F.: What would you say to some salad,
fish soup, roast beef and orange juice?

PROFESSIONS IN CATERING

VOCABULARY. LEARN THE
WORDS.

a food and beverage manager, a
specialist chef, a pastry chef, to peel, china, dishes, a napery, a
storekeeper, a busboy, a bartender, a wine steward

№1 Read and translate the
text:

All
the hotels have a restaurant or a few restaurants. There are a lot of employees
working in them.

The
restaurant manager is in charge of the restaurant policy and operations. He
decides on the image of the restaurant. He has to plan its business. The
restaurant manager has to decide on purchases and sales. He hires the
restaurant staff and provides their training. Often the restaurant manager has
to decide on the type of cuisine and the types of menus.

At
the head of the food and beverage department is the food and beverage manager.
He manages the department and is in charge of the work of the chefs, the
kitchen and the pantry.

The
chef works in a restaurant or in the food and beverage department of the hotel.
The kitchen supervisor is the head chef. He is in charge of specialist chefs,
cooks and kitchen helpers.

A
restaurant may have different specialist chefs in charge of different dishes.
There is a soup chef, a sauce chef, a vegetable chef, a pastry chef and others.

The
cooks do the actual cooking of meals. The chefs supervise them. The kitchen
helpers wash, peel and cut up the vegetables, wash and cut the meat.

All
the necessary things for serving guests such as china, dishes, glassware,
napery, facilities for warming up the dishes are kept in the pantry. The pastry
chef also dispatches food and beverages within the department.

The
wine steward recommends and services wine to the guests. The main person in the
wine-hall is the maitre d´hotel. He meets, greets and seats the
customers.

Waiters
and waitresses serve food to the customers. They take orders and bring food to
the tables.

The
busboy cleans the tables, pours water and brings rolls for the customers.

The
duty of the bartender is to mix and pour alcoholic drinks for customers at the
bar.

The
caterer is at the head of the catering department. He provides different
services from the restaurant. A caterer arranges and prepares parties, banquets
and large group meals. He deals with large quantities of food and beverages. He
manages the employees who serve conventions. Conventions use a lot of hotel
facilities and catering services.

The
good name of a restaurant or a hotel´s kitchen depends on the work of all
the people in catering. The reputation of the hotel also depends on it.

№2 Answer the following
questions:

1.    
What are the duties of the restaurant
manager?

2.    
Who decides on the type of cuisine and the
types of menus?

3.    
Who hires the restaurant staff and
provides their training?

4.    
Who is in charge of the work of the chefs?

5.    
Who manages the work of the specialist
chefs?

6.    
What kinds of specialist chefs work in the
kitchen of the restaurant?

7.    
What do the cooks do?

8.    
Where are the dishes kept?

9.    
Who is in charge of the pantry and what
does she do?

10.
Who recommends and serves wine to the
guests?

11.
Who is the main person in the dining-hall?

12.
What do the waiters do?

13.
What are the duties of the busboy?

14.
Who mixes and pours alcoholic drinks?

15.
What does the caterer do?

16.
What does the success of the hotel depend
on?

№3 Use the appropriate
words from the list:

serve food, dishes,
busboy, kitchen supervisor, the maitre d´hotel, pastry, in charge,
purchases and sales, to the tables, actual cooking, cuisine, staff, supervise,
wine, peel and cut up, seats,

1.    
The restaurant manager has to decide on …
.

2.    
He hires the restaurant … and provides
their training.

3.    
Often the restaurant manager has to decide
on the type of … and the types of menus.

4.    
The … is the head chef.

5.    
He is … of specialist chefs, cooks and
kitchen helpers.

6.    
A restaurant may have different specialist
chefs in charge of different … .

7.    
There is a soup chef, a sauce chef, a
vegetable chef, a … chef and others.

8.    
The cooks do the … of meals.

9.    
The chefs … them.

10.
The kitchen helpers wash, … the
vegetables, wash and cut the meat.

11.
The … steward recommends and services wine
to the guests.

12.
The main person in the wine-hall is … .

13.
He meets, greets and … the customers.

14.
Waiters and waitresses … to the customers.

15.
They take orders and bring food … .

16.
The … cleans the tables, pours water and
brings rolls for the customers.

№4 Translate the
following sentences from Russian into English:

1.    
Менеджер
ресторана отвечает за политику ресторана и его работу. Он занимается вопросами
имиджа ресторана. Ему приходится планировать работу ресторана и решать вопросы
закупок и продаж.

2.    
Менеджеру
ресторана часто приходится решать вопросы выбора кухни и меню.

3.    
Менеджер
отдела еды и напитков отвечает за работу шеф-поваров, кухни и кладовой.

4.    
Пищу
для ресторана готовят на самом деле повара. Шеф-повара руководят ими. Помощники
по кухне моют, чистят и режут овощи, моют и режут мясо.

5.    
Все
необходимое для обслуживания гостей: фарфор, тарелки, рюмки, стаканы, салфетки,
средства для мытья посуды, — хранятся в кладовой.

6.    
Сомелье
рекомендуют и подают гостям вино.

7.    
Официанты
и официантки подают гостям еду.

8.    
Руководитель
отдела питания организует и готовит вечера, банкеты и еду для большого
количества гостей.

9.    
Доброе
имя ресторана или кухни зависит от работы всех сотрудников отдела питания.

№5 Read the polylogue and
translate it

Fred:
Hello! Do you have a table for two, please?

Waiter:
Good evening! Certainly. Would you like to have a drink in the bar first and
I´ll bring the menu.

John:
What a good idea! What would you say, Fred?

Fred:
I don´t mind.

John:
(in the bar) What would you like?

Fred:
As for me I´ll have scotch. And what about you, John?

John:
I would rather have a glass of red wine.

Waiter:
So, one scotch and a glass of red wine. Here is the menu.

Fred:
What shall we have to start with? The prawn cocktail is very good, I suppose.

John:
I´d rather have a bit of fish-jelly. What shall we have to follow?

Fred:
Do you know what I´d like? Something typically Italian.

John:
Well. There are seven sauces to have with the spaghetti. You can have spaghetti
with mushrooms, chicken, beef and lobster sauce. I´ve made my choice and
I recommend you to try spaghetti with lobster sauce.

Fred:
Lobster sauce? All right, that sounds nice. I´ll try it.

John:
We´ll have one prawn cocktail and one fish-jelly to start and spaghetti
with lobster sauce to follow.

Waiter:
Very good. And what would you like for desert?

John:
What´s there for desert today?

Waiter:
Ice-cream, fruit, pies. I´d recommend you to try apricot pie.

Fred:
OK, two pieces of apricot pie.

Waiter:
Any coffee, sir?

Fred:
I´d rather have a cup of tea. And what about you, John?

John:
I´ll have the same. May we have the bill, please?

Waiter:
Sure. I´ll bring it immediately.

Fred:
Look, John. If you don´t mind, I´ll pay.

John:
No. This is on me. You can pay next time. I think there is a mistake in the
bill. What does this amount for?

Waiter:
Drinks are on the house. Service is included.

John:
Oh, I see. Here you are, waiter. Keep the change.

Fred:
We enjoyed, thank you.

№6 Continue the
conversation

1

Waiter: Have you made your choice
yet?

Fred: Yes. We´d like to begin
with salads. One fish salad and one vegetable salad, please.

W.: What would you like to follow?

2

W.: What would you like for desert?

J.: What´s there for desert
today?

W.: Ice-cream, fruit pies. I´d
recommend you to try apple pie.

3

J.: May we have the bill, please?

W.: Sure. I´ll bring it immediately.

F.: Look, John. If you don´t
mind, I´ll pay.

Использованная литература:

1. 
Ишимцева К.В. Английский язык для индустрии гостеприимства: учебное пособие /
К.В. Ишимцева, Е.Н. Мотинова, В.В. Темякова. – М.: Альфа М: ИНФРА М, 2015. –
стр.7-13

2.
http://www.wisegeek.com/what-is-the-hotel-industry.htm

3. https://www.ukessays.com/essays/tourism/perishable-service-characteristic-in-hospitality.php

4.
 Туризм и гостеприимство: учебное пособие – сост. Варнаков С.В./Нижний
Новгород: Нижегородский государственный лингвистический университет им. Н. А.
Добролюбова, 2007. – 147 с.

Скачано с www.znanio.ru

Персонал отеля

bellboy −
коридорный

chamber maid − горничная

door man −
швейцар

porter− носильщик

receptionist − администратор

Службы/услуги отеля

What facilities do you offer? − Какие
услуги предоставляет Ваш отель?

buffet-stylebreakfast/continentalbreakfast− завтрак шведский
стол/континентальный завтрак

cocktaillounge−
коктейль-салон

conferencehall−
конференц-зал

expresslaundryservice− экспресс прачечная

fitnesscentre/gym− фитнес центр/ тренажеры

heatedindoorswimmingpool-
крытый плавательный бассейн с подогревом

jacuzzi and sauna − джакузи
и сауна

piano bar − пиано
бар

photocopying − фотокопировальные
услуги

24 hourroomservice− круглосуточное
обслуживание в номерах

Our hotel has a fully equipped business centre,
with high speed internet access. − В отеле есть
полностью оборудованный бизнес центр
с высокоскоростным интернетом.

We have a full range of secretarial services. −
Мы предоставляем весь спектр секретарских
услуг.

We have full translation services. − Мы
предоставляем переводческие услуги.

2. Прочитайте и прослушайте диалоги.

2.1

A
I wonder if you have any vacancies for tonight?

B
Yes, I can offer you Room 22 overlooking the yard.

A
What does it cost?

B
€ 75 with service and TV.

A
Can I see the room, please?

B
Certainly, sir. Would you like to follow me?

2.2

A
Hello. My name is Donna Flanagan. I believe you have a room reserved
for me.

B
Just a moment… Flanagan… Yes, room 12.

A
Is it overlooking the garden?

B
No, I’m afraid it’s overlooking the street. But, don’t worry.
It’s pretty quiet here.

A
I hope so. What facilities do you offer?

B
24 hour room service, a full range of secretarial services and a
conference hall for up to 40 people.

A
Fine. Can I pay cash?

B
Certainly.

A
I’ll call a porter for you.

2.3

A
Good morning. Good morning. I booked a double room for Mr. and Mrs.
List.

B Let me see. Oh, yes. A double room for three
nights. I’m awfully sorry, there has been some misunderstanding.
Er.. .There are no doubles available at the moment.

A
No?

B But I can let you have two singles.

A
How much is the price?

B
€ 95 a night including service.

A
OK.

A
How long are you staying?

B We are leaving on the 26^th

1. Заполните пропуски фразами из рамки.
   

— I see. That suits me. — There is a fully equipped fitness centre with a gym and a swimming pool. — They are open all through the night. — I’m afraid we are fully booked. — Let me see. There is one single left. — That should satisfy everybody. — Hello, Crown Hotel. Can I help you? — Could you please confirm that by fax or e-mail, Mr. Deforge? — A heated indoor swimming pool with a sauna. — Yes, sir. For how many nights? — Could we just run through the facilities that you offer?

3.1

A
Hello. Are there rooms available?

B —————

A
What a pity!

3.2

A —————

B
Can I book a single room from August 2.

A —————

A
I’m leaving on August 7.

B —————

A
How much is it?

B
$ 125 not including breakfast.

A —————

B
Right, sir, and your name, please?

A
Deforge. That’s D-E-F-O-R-G-E.

B —————

3.3

A
Hotel Angleterre, can I help you?

B Good morning. We are thinking of bringing a
group of travel agents from Italy for the

weekend. So. —————

A Of course, madam. —————

B
Indoor or outdoor?

A —————

B
Another question. How many restaurants have you got?

A A French restaurant on the ground floor, a
Mexican restaurant on the top floor and a piano bar with live music.
—————

B—————.Thankyou.

4. Заполните пропуски в и диалогах
словами и фразами из раздела « Полезные
слова и выражения».

4.1

A Good morning Are there any
—————?

B Yes. —————
would you like?

A —————,
from 17 to 19 July, if possible with a balcony.

B I —————
21 with a panoramic view of the lake.

A
That’s fine.

B
And your name, please?

A
Osimi. O-S-I-M-I.

B Could you —————?

A
Yes, of course.

4.2

A Good afternoon. My name is Keller. I
—————
for a suite for four nights

B Let me see. Keller, yes…. so that’s
—————-
nights. It’s room 777 on the top floor.

A ————— the business centre now?

B
Yes, you can. It’s open until 9 p m.

A
I’ll probably need a secretary tomorrow morning.

B We have —————
and a highly qualified staff, sir.

A
Good.

B
Anything else, sir?

A
No, not now.

B Here are —————.
Enjoy —————.

4.3

A Hello. My name is Pyotr Simakov. I’m
————— tonight.

B Yes, Mr. Simakov. —————
is ready. It —————- £300.

A Could you —————
on the bill, please?

B
Certainly, sir, what would you like to know?

A Why —————
for secretarial and translation services?

B That’s —————.
The translation services are —————

A And what’s this —————?

B —————
that you made 15 local calls.

A
Oh, did I?

B Here are —————
that you made.

AThankyou.

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Cлова по теме “В отеле”

Слово на английском	Перевод
Booking / Reservation	Бронь
Check-in / Check out	Регистрация / выселение
Room	Номер, комната
Key	Ключ
Available	Доступный, в наличии
Smoking / Non-smoking	Для курящих / некурящих
Full-board	Полный пансион (завтрак, обед и ужин)
Half-board	Полупансион (завтрак и ужин)
Deposit	Залог, депозит
Wake up call	Звонок-будильник
Tax	Налог
Free	Бесплатный
Transfer	Трансфер

Удобства в номере

Слово на английском	Перевод
AC (air conditioning)	Кондиционер
Balcony	Балкон
Safe	Сейф
Kitchenette	Уголок-кухня в номере
Mini-bar	Мини-бар
Shower	Душ
Bath tub	Ванна
Refrigerator (fridge)	Холодильник

Типы номеров

Слово на английском	Перевод
Double	Двухместный
Single	Одноместный
Triple	Трехместный
Twin	Двухместный с двумя односпальными кроватями
Suite	Люкс
Quad	Четырехместный
Queen	Номер с кроватью размера queen
King	Номер с кроватью размера king
Studio	Номер-студия

Знаки и вывески

Слово на английском	Перевод
Vacancies	Свободные места
No vacancies	Свободных мест нет
Front desk, reception	Администрация, «ресепшн» отеля
Room service	Обслуживание номеров
Out of order	Не работает (табличка, например на лифте)

Работники отеля

Слово на английском	Перевод
Front Desk Clerk	Работник на ресепшене
Receptionist	Администратор отеля
Concierge	Консьерж
Housekeeper / maid	Горничная
Bellboy / Porter	Коридорный/портье — человек, который помогает нести ваши вещи и показывает номер
Valet	Человек, который паркует автомобили клиентов гостиницы

Удобства в отеле

Слово на английском	Перевод
Lobby	Вестибюль
Lifts/Elevators	Лифты
Bar	Бар
Restaurant	Ресторан
Gym	Тренажерный зал
Swimming pool	Бассейн
Indoor pool	Бассейн внутри помещения
Laundromat	Прачечная с самообслуживанием
Car park / parking	Парковка

Таблички на дверь

Фраза на английском	Перевод
Please, make up my room / Please, clean my room	Пожалуйста, приберитесь в комнате
Do not disturb	Не беспокоить

Фразы

Бронируем номер в отеле

Фраза на английском	Перевод
Hello, can I reserve a room, please?	Здравствуйте, можно забронировать номер, пожалуйста?
Can I book a room?	Я могу забронировать номер?
What sort of room would you like?	Какой номер вы бы хотели?
When will you arrive?	Когда вы приедете?
How many nights are you going to stay?	На сколько ночей вы собираетесь остановиться?
I need a double room for 10 days.	Мне нужен двухместный номер на 10 дней.
From January 19 till February 1	С 19 января по 1 февраля
How much is it per night?	Сколько стоит номер за ночь?
Do you want to have breakfast included?	Вы хотите, чтобы завтрак был включен?
It’s fifty dollars a night plus tax.	Это стоит  пятьдесят долларов за ночь плюс налог.
Will you pay in cash or by credit card?	Вы будете платить наличными или кредитной картой?
We need your credit card number for a deposit.	Нам нужен номер вашей кредитной карты для внесения залога.
All rooms are booked.	Все номера забронированы.
I’m sorry, there are no rooms available.	Извините, свободных номеров нет.

Заселение в отель

Фраза на английском	Перевод
Could you please fill in this registration form?	Не могли бы вы заполнить эту регистрационную форму?
Could you please sign the form?	Не могли бы вы подписать форму?
Breakfast’s from 8 a.m. till 11a.m.	Завтрак с 8 до 11 утра
Dinner’s served between 7 p.m. and 10 p.m.	Ужин подается между 7  и 10 вечера
Would you like any help with your luggage?	Вам помочь с багажом?
Here’s your room key.	Вот ваш ключ от номера.
Room 123 on the second floor.	Номер 123 на втором этаже.
When is check-out time?	Когда время выезда?
You have to check-out before 12 p.m.	Вы должны выехать до 12 часов.
Does the hotel provide airport transfer?	Предоставляет ли отель трансфер до / из аэропорта?
Do you have any discounts?	Есть ли у вас скидки?
What’s the total cost?	Какая общая стоимость?
Do I pay now or at checkout?	Я могу оплатить сейчас или при выезде?
Do you have a safe?	У вас есть сейф?

Обслуживание номеров / Room service

Фраза на английском	Перевод
Could you send dinner to room 123, please?	Не могли бы вы принести ужин в 123 комнату?
Where can I find an iron?	Где мне найти утюг?
Could I have the towel, please?	Можно мне полотенце?
Can I have an extra blanket?	Можно мне дополнительное одеяло?
Could you please change the sheets?	Не могли бы вы сменить белье, пожалуйста?

Проблемы

Фраза на английском	Перевод
I’ve lost my room key.	Я потерял свой ключ от номера.
The room is too noisy.	В комнате слишком шумно.
There is no soap in my room.	В моей комнате нет мыла.
There isn’t any hot water.	В номере нет горячей воды.
The air conditioning doesn’t work.	Кондиционер  не работает.
One of the lights doesn’t work.	Одна из лампочек не работает.
Could you send someone up to fix it?	Не могли бы вы прислать кого-нибудь починить это?
I am not feeling well. Is there a doctor in the hotel?	Мне нездоровится. Есть в отеле доктор?

Выезд из отеля

Фраза на английском	Перевод
I’m checking out.	Я выезжаю.
I would like to pay my bill.	Я бы хотел оплатить мой счет.
How would you like to pay?	Как бы вы хотели оплатить?
I’ll pay by credit card.	Я оплачу кредитной картой.
I’ll pay in cash.	Я оплачу наличными.

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