english for hotel management - repository bsi

ENGLISH FOR HOTEL

MANAGEMENT

436 Judul Buku

Indeks 437

ENGLISH FOR HOTEL

MANAGEMENT

Dwi Iswahyuni Angela Bayu Pertama Sari

ENGLISH FOR HOTEL MANAGEMENT

oleh Dwi Iswahyuni; Angela Bayu Pertama Sari

Hak Cipta © 2020 pada penulis

Edisi Pertama; Cetakan Pertama ~ 2020

Ruko Jambusari 7A Yogyakarta 55283Telp: 0274-889398; 0274-882262; Fax: 0274-889057;

Hak Cipta dilindungi undang-undang. Dilarang memper banyak atau memindahkan sebagian atau seluruh isi buku ini dalam bentuk apa pun, secara elektronis maupun mekanis, termasuk memfotokopi, merekam, atau dengan teknik perekaman lainnya, tanpa izin tertulis dari penerbit.

ISBN: 978-623-228-427-2

Buku ini tersedia sumber elektronisnya

DATA BUKU:Format: 17 x 24 cm; Jml. Hal.: xii + 100; Kertas Isi: HVS 70 gram; Tinta Isi: BW/Colour; Kertas Cover: Ivori 260 gram; Tinta Cover: Colour; Finishing: Perfect Binding: Laminasi Doff.

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PREFACE

n hotel management field, mastering English is such a need. Especially for the staffs, it is essential for them to understand some English terms related to the hotel. Also, having an excellent ability in

English can help them to achieve meaningful communication or avoid misunderstanding when they handle foreign guests. Regarding these reasons, this book aims to give insights into English in hotel management.

For those who want to gain knowledge about English in hotel management this book comes to be “the bridge”. Except for the given information itself, this book is also systematically arranged. There are several sub-chapters under a chapter, such as the overview of the topic, conversation, grammar focus, reading, and exercises. Furthermore, this book strives to deliver some materials such as the hotel industry; hotel organization (front office); front office activities (receptionist); front office activities (telephone operator); reservation, handling an early arrival and an extended booking; regretting a booking; reservation for special purposes (banquet meeting and wedding party); giving information about prices; cashier and paying methods; information about restaurant; popular terms in restaurant; and food and beverages.

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vi English for Hotel Management

Having accomplished this book, we would like to express our greatest gratitude to God for His blessing. Our countless thanks go as well to our family and the big family of Universitas Bina Sarana Informatika who have given endless support for us.

Yogyakarta, March 2019

Dwi Iswahyuni

Angela Bayu Pertama Sari

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TABLE OF CONTENTS

PREFACE v TABLE OF CONTENTS vii LIST OF FIGURES xi LIST OF TABLES xiii

CHAPTER1 THE HOTEL INDUSTRY 1 1.1 A Brief Overview 1 1.2 Conversation 3 1.3 Grammar Focus 4 1.4 Practice Time 6

CHAPTER 2 HOTEL ORGANIZATION: FRONT OFFICE 9 2.1 A Brief Overview 9 2.2 Conversation 10 2.3 Grammar Focus 11 2.4 Practice Time 12

CHAPTER 3 FRONT OFFICE ACTIVITIES: RECEPTIONIST 15 3.1. A Brief Overview 15 3.2 Conversation 16 3.3 Grammar Focus 18 3.4 Practice Time 18

viii English for Hotel Management

CHAPTER 4 FRONT OFFICE ACTIVITIES:TELEPHONE 21 OPERATOR

4.1 A Brief Overview 21 4.2 Conversation 22 4.3 Grammar Focus 23 4.4 Practice Time 23

CHAPTER 5 RESERVATION, HANDLING AN EARLY ARRIVAL 25 AND AN EXTENDED BOOKING 5.1 A Brief Overview 25 5.2 Conversation 26 5.3 Grammar Focus 29 5.4 Practice Time 31

CHAPTER 6 REGRETTING A BOOKING 33 6.1 A Brief Overview 33 6.2 Conversation 33 6.3 Grammar Focus 34 6.4 Practice Time 35

CHAPTER 7 RESERVATION FOR SPECIAL PURPOSE 37 7.1 A Brief Overview 37 7.2 Conversation 38 7.3 Grammar Focus 39 7.4 Let’s Read! 39 7.5 Practice Time 40

CHAPTER 8 GIVING INFORMATION ABOUT PRICES 43 8.1 A Brief Overview 43 8.2 Conversation 44 8.3 Grammar Focus 46 8.4 Let’s Read! 46 8.5 Practice Time 47

CHAPTER 9 CASHIER AND PAYING METHODS 49 9.1 A Brief Overview 49 9.2 Conversation 50

Table of Contents ix

9.3 Grammar Focus 51 9.4 Let’s Read! 51 9.5 Practice Time 52

CHAPTER 10 INFORMATION ABOUT RESTAURANTS 55 10.1 A Brief Overview 55 10.2 Conversation 56 10.3 Grammar Focus 58 10.4 Let’s Read! 58 10.5 Practice Time 59

CHAPTER 11 POPULAR TERMS IN RESTAURANTS 61 11.1 A Brief Overview 61 11.2 Conversation 61 11.3 Grammar Focus 62 11.4 Let’s Read! 63 11.5 Practice Time 64

CHAPTER 12 FOOD AND BEVERAGES 67 12.1 A Brief Overview 67 12.2 Conversation 69 12.3 Grammar Focus 70 12.4 Let’s Read! 70 12.5 Practice Time 71

REFERENCES 73 GLOSSARY 75 INDEKS 77 ABOUT THE AUTHORS 79

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x English for Hotel Management

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LIST OF FIGURES

Figure 1.1 The Pattern of Simple Present Tense 4 Figure 12.1 Fish Steak Gindara 68 Figure 12.2 Ayam Taliwang 68 Figure 12.3 Soup Tom Yam Gong 68 Figure 12.4 Chicken Steak with Pasta 69

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xii English for Hotel Management

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LIST OF TABLES

Table 3.1 Expressions of Offering Help 18 Table 5.1 The Pattern of Simple Future Tense 30 Table 6.1 Expressions of Apologizing 34 Table 10.1 The use of “Have To” and “Must” 58 Table 11.1 The Use of "Would You Mind." 63 Table 12.1 The Possessive noun with ‘s 70

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xiv English for Hotel Management

CHA PTER 1

THE HOTEL INDUSTRY

1.1 A Brief Overview

he hotel industry has developed rapidly nowadays. The development of this industry is spurred by the amount of demand. The term ‘hotel’ itself deals with ‘accommodation’ (Sutisna, 2008).

A hotel is currently no longer a place which is merely used as an accommodation for travelers or tourists. As time goes by, hotel endeavors to offer many services, such as for meeting, seminar, wedding, etc. Moreover, to welcome the Industry 4.0 (the fourth industrial revolution), the hotel industry will be forced to create a lot of innovative services indeed.

There are various hotel categories. They are as follows.

a. Based on a number of rooms, there are five kinds of the hotel (Andrew, 2008). They are as follows. 1) Small hotel : this kind of hotel has 25 rooms or less. 2) Medium hotel : this kind of hotel has 26-100 rooms. 3) Large hotel : this kind of hotel has 101-300 rooms. 4) Very large hotel : this kind of hotel has 300-1000 rooms. 5) Mega hotel : this kind of hotel has more than 1000 rooms.

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2 English for Hotel Management

b. Hotels can also be categorized based on the type of clientele (Andrew, 2008). The following are the kinds of hotels which belong to this category. 1) Business hotel 2) Group hotel 3) Family hotel 4) Convention hotel 5) Youth hostels

c. Based on the assessment of the Tourist Office, there are five kinds of hotels (Sutisna, 2008). They are as follows. Melati hotel

This kind of hotel can also be called as “inn,” which is on a small scale and usually run by the proprietor himself. In this hotel, all bedrooms are completed with hot and cold water. Moreover, the main meals are served to the guests who stay in the hotel, whereas for the guests who do not stay, the meals may be limited or even not available especially on the weekend.

Two-star hotel

This kind of hotel has a higher standard of accommodation, better facilities. and wider choice of meals.

Three-star hotel

This kind of hotel has more various accommodation completed with private bathroom/shower, and the meals are served to either the guests who stay or do not stay in the hotel.

Four-star hotel

This is a very good hotel in which it serves a high standard of cuisine.

Five-star hotel

The five-star hotel is a luxurious hotel offering very high standards of accommodations, service, and comfort.

The Hotel Industry 3

1.2 Conversation

Practice the following conversation with your partner!

Ken : “Hi Riko, how’s life?” Riko : “I’m great, thanks. How about you, Ken?” Ken : “I’m fine, too. Hmm...by the way, I am going to visit Jogja next

month with my family.” Riko : “That sounds great!” Ken : “Absolutely!” Riko : “How long will you visit Jogja?” Ken : “Hmm...perhaps for about four days. I’m going to book the hotel

as soon as possible, but I don’t know the recommended one. Any suggestions?”

Riko : “Hmm...let me ask you first. What places are you going to visit?” Ken : “I haven’t had a plan yet, but my mother wants to go to

Malioboro.” Riko : “Well, how about Mutiara Hotel? It’s near Malioboro. You only

need around five minutes to go to Malioboro on foot.” Ken : “That sounds nice! Hmm...what about the facilities there?” Riko : “As far as I know, its facilities are quite complete. It has various

types of rooms such as superior, deluxe, executive suite, etc. Moreover, the hotel provides a swimming pool, spa, shopping arcades, and coffee shop.”

Ken : “Hmm... it sounds nice! It seems that it belongs to the four-star hotel.”

Riko : “I guess so.” Ken : “Ok, thank you. I’ll consider it.” Riko : “You’re welcome. Hmm...actually, there are some hotels near

Malioboro, but I need to gain more information about the other hotels except the Mutiara Hotel. I’ll call you as soon as I’ve obtained the information.”

Ken : “Wow, how kind you are! Thanks a million!” Riko : “My pleasure, Ken.”


Ken : “By the way, I’m sorry, I think I should hang up the phone because I must go to the campus right now.”

Riko : “That’s alright. Have a nice day!” Ken : “Thanks, you too.”

1.3 Grammar Focus

Pay attention to the bold words in the conversation above! Can you guess the tense used in the sentences containing those words?

Simple Present Tense

− This tense is used to express habitual activities and general statements of fact and timeless truth (Azar, 2002).

− The following is the pattern of simple present tense.

Figure 1.1 The Pattern of Simple Present Tense


Notes:

− S : Subject − V : Verb − O : Object − Adv : Adverb − N : Noun − Adj : Adjective − don’t : do not − doesn’t : does not

Adverb of time:

Always, usually, often, sometimes, seldom, today, every day, every week, every month, once a week, etc.


Examples:

(+) His mother wants to go to Malioboro. ( - ) His mother doesn’t want to go to Malioboro. ( ? ) Does his mother want to go to Malioboro? Yes, she does. No, she doesn’t.

(+) They want to go to Malioboro. ( - ) They don’t want to go to Malioboro. ( ? ) Do they want to go to Malioboro? Yes, they do. No, they don’t.

(+) It is near Malioboro. ( - ) It isn’t near Malioboro. ( ? ) Is it near Malioboro? Yes, it is. No, it isn’t.

1.4 Practice Time

Activity 1

Answer the following questions!

1. Explain the definition of a hotel with your own words! 2. Mention some kinds of hotel based on the number of rooms, type of

clientele, and the assessment of Tourist Office! 3. In your opinion, how is the development of the hotel industry in the

current era? And what are the facilities that should be provided by a hotel in the era of the fourth industrial revolution?

4. Have you ever visited or stayed in a hotel? Tell your experience about it!


Activity 2

Fill in the blanks using the correct verbs, be, and auxiliary verbs of simple present tense!

1. Ruth usually__________ (spend) her holiday by traveling. 2. This hotel __________ (be) very luxurious. 3. The facilities in that hotel _________ (be) quite complete. 4. I __________ (have) breakfast everyday before going to campus. 5. Marry and James ________ (not go) to campus everyday. 6. I ________ (be) very happy today. 7. Shally and Rasya _________ (be) my classmates. 8. The hotel staffs ________ (be) very friendly. 9. My cousin ________ (not stay) in this hotel. 10. Unfortunately, he ________ (not obtain) enough information about it

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CHA PTER 2

HOTEL ORGANIZATION: FRONT OFFICE


hotel organization consists of several departments. Although each department has its duties or responsibilities, all departments should work cooperatively one another since they

are unity. In other words, hotel operations should be well organized.

One of the departments in a hotel is the front office. The front office is positioned on the front side of the hotel. This department takes a very significant role since it welcomes the guests and becomes an information center. Also, the front office staffs should have good demeanor because they will reflect the first impression of a hotel (Sutisna, 2008).

The front office department has several main duties. First, it sells rooms. Here, this department processes reservations and all communications with persons looking for accommodation in the hotel. Second, as front desk, it enrolls guests and assigns rooms. Third, as a service function, it handles all mail, telegrams, and messages for guests; provides information; keeping the accounts of guests, rendering bills, and receiving payments thereof (Negi, 2014).

Moreover, there are several main functions of front office such as selling accommodation and facilities in the hotel; receiving and registering incoming guest; organizing the guest check out including settlement of

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their bills; related to incoming and out going letters; dealing with telephone and other means of communication; and dealing with inquiries, complaints and information (Sutisna, 2008). Furthermore, there are four sections in the front office. They are a reception, information, reservation, and concierge/ uniform service or bellboy (Sutisna, 2008).

In summary, the tasks of front office encompass welcoming, receiving, and registering guests; providing information; dealing with mail, telegrams, messages, and telephone; processing reservations including allocating rooms; receiving payments; and helping guests when they check-in, check-out or other requests. Also, the front office staff should have a good attitude in serving the guests.

2.2 Conversation

Practice the following conversation!

Receptionist : “Good evening Ma’am, may I help you?” Guest : “Good evening, I’m Grace, and I have stayed here for two

nights with my sister. Unfortunately, she is sick now, and she forgets bringing her medicine. Do you know the nearest drugstore here?”

Receptionist : “Oh I’m sorry to hear that, Ma’am. Well, there is a GWS drugstore. It isn’t far from here.”

Guest : “Hmm... is it a 24-hour-drugstore?” Receptionist : “Yes, Ma’am.” Guest : “Thanks, God! How can I get there?” Receptionist : “Well, from this hotel, just turn right and go straight on

until you reach Graha Bank. The drugstore is across the bank and near the traffic light.”

Guest : “Alright, hmm...can I go there on foot?” Receptionist : “Of course, Ma’am. It isn’t far from here.” Guest : “Ok, thank you very much for the information. It’s very

helpful.”

Hotel Organization: Front Office 11

Receptionist : “ You’re welcome, Ma’am. Hopefully, your sister will get better soon.“

Guest : “Thank you.”

2.3 Grammar Focus

An Introduction to Modal Auxiliaries in English

− Modal auxiliaries generally reveal speakers’ attitude. For example, modals can express that a speaker feels something is important, advisable, permissible, possible; and they can convey the strength of those attitudes.

− The basic modal auxiliaries in English include can, could, had better, may, might, must, ought (to), shall, should, will, and would.

− Each modal has more than one meaning or use. − The examples of the uses of basic modals are as follows:

a. She can read it. b. She could read it. c. She had better read it. d. She may read it. e. She might read it. f. She must read it. g. She ought to read it. h. I shall read it. i. I should read it. j. She will read it. k. She would read it.

Notes : Modals do not take a final –s; they are followed immediately by the simple form of a verb (e.g., must read); and the only exception is ought, which is followed by an infinitive (to + the simple form of a verb), e.g., ought to read.

− Moreover, there are also phrasal modals. Phrasal modals are common expressions whose meanings are similar to those of some of the modal auxiliaries. For example: be able to be similar to can; be going to is similar


to a will. Also, an infinitive (to + the simple form of a verb) is used in these similar expressions. Furthermore, the examples of phrasal modals can, be going to, be supposed to, have to, and have got to. The following are the examples of the uses of phrasal modals: a. She can read it. b. She has to read it. c. She is going to read it.

(Azar, 2002)

2.4 Practice Time


1. What do you know about the front office? 2. Explain the duties of the front office! 3. How should a front office staff behave? 4. Mention some good characters a front office staff must have and bad

characters that must be avoided by a front office staff!

Activity 2

Complete the following conversation using the appropriate expressions and responses!

Receptionist : “Good morning, Ma’am. (1) ......................... ?” Guest : “Yes, (2) ......................... ?” Receptionist : ”Yes, Ma’am. It opens 24 hours.” Guest : “Good. (3) .............................. ?” Receptionist : “It’s on the third floor, Ma’am.” Guest : “Alright, hmm.. and one more thing, is there any spa here?” Receptionist : “(4)....................... It’s on the second floor.” Guest : “Well, thank you very much.” Receptionist : “(5)....................................... .”

Hotel Organization: Front Office 13

Activity 3

1. Make some sentences using modals! 2. Create a conversation dealing with the front office!

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CHA PTER 3

FRONT OFFICE ACTIVITIES: RECEPTIONIST

3.1. A Brief Overview

eceptionist belongs to front office department. The receptionist can be defined as a person who registers guests, allocates room for guests, handles all messages for guests, updates the room rack

including the in-house guests, and makes a list of the guests who want to leave the hotel (Sutisna, 2008). Moreover, the jobs of a hotel receptionist include welcoming guests as they arrive, assigning rooms to guests, giving guests their keys, taking and passing on messages, checking guests in and out of the hotel, handling foreign exchange, preparing guests’ bills and taking payments, and assisting guests with any special requests (Negi, Jagmohan M.J., 2013). In other words, the duties of a receptionist encompass welcoming the guests, registering guests, handling the room bookings, and helping guests of any special requests.

Some several activities are undertaken by a receptionist when a guest arrives in the hotel (Negi, 2014) are as follows.

1. Checking the day's arrival rack that the guest has a reservation when a guest arrives;

2. Checking the correspondence in the file and giving registration card to the guest;

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3. Asking the guest to write information on the grc (guest registration card) or sign the register;

4. Taking a card from the guest check and completing it; 5. Checking and assigning the ready room; 6. Preparing a welcome card; 7. Checking mail or message, if any; and 8. Giving the key to the guest.

3.2 Conversation

Practice the following conversations!

Guest Check-in (1 )

Receptionist : “Good afternoon Sir, may I help you?” Guest : “Good afternoon. I am Steve Gerald. I have a reservation

for five days.” Receptionist : “Welcome to Cozy Hotel, Mr. Gerald. Would you fill this

registration form?” Guest : “Of course.” Receptionist : “Thank you, Mr. Gerald. Here is your key, the keycard,

and a bellboy will escort you to the room, have a nice stay with us.”

(Sutisna, 2008)

Guest Check-in ( 2 )

Receptionist : “Good morning, Sir. May I help you?” Guest : “Good morning. Can I have a room tonight for two

days?” Receptionist : “Certainly, Sir. May I have your name please?” Guest : “I am John Bill.” Receptionist : “Alright, Mr. Bill, there is a single room until May 10th.

Could you fill in this registration form while I prepare your key?”

Guest : “Sure. Let me see…hmm...why do you need this passport details?”

Front Office Activities: Receptionist 17

Receptionist : “They are for the police department. We have to ask this information by law.”

Guest : “Ok, here you are.” Receptionist : “Well, here is your key Mr. Bill. Your room number is 401,

on the 4th floor and the daily rate is Rp 400.000 and here in your keycard. It tells you all about the service in the hotel. You should carry it at all times; you’ll need it as identification in hotel bars, or restaurant. If you want to have a drink or meals, it will be charged to your account.”

Guest : “Alright, I’ll take good care of that. By the way, is it possible for me to get something to eat in the late evening?”

Receptionist : “Yes, sure, Sir. Our coffee shop opens 24 hours.” Guest : “That sounds nice; thank you very much.” Receptionist : “You’re welcome, Sir.”

(Sutisna, 2008)

Guest Check-out

Receptionist : “Good afternoon, Ma’am. How may I help you?” Guest : “Good afternoon. My stay is over, and I’m checking out

now.” Receptionist : “Well, may I have your room number, Ma’am?” Guest : “It’s 206.” Receptionist : “Just a moment please....here is your bill, Ma’am.” Guest : “Alright. Thanks. Here is the key.” Receptionist : “Thank you, Ma’am. How was your stay here? Did you

enjoy it?” Guest : “Actually yes, this hotel is great enough, and the facilities

are quite complete. I like the coffee shop and the swimming pool a lot. However, it was rather noisy last night.”

Receptionist : “We are sorry for the inconvenience, Ma’am. We guarantee it won’t happen again.”


Guest : “It’s ok.” Receptionist : “Thank you very much for your stay, Ma’am. We hope

you can visit us again and have a wonderful trip!” Guest : “You’re welcome.”

(Vazokiray, 2014)

3.3 Grammar Focus

Expressions of Offering Help

Table 3.1 Expressions of Offering Help

Expressions of Offering Help Responses − May I help you? − How may I help you? − Could I help you? − Can I help you? − How can I help you? − What can I do for you? − Would you like me to... ? − Would you like some help? − May I...? − Shall I...?

− Yes, please. − That would be great. Thank

you. − That would be nice. Thanks. − No, thanks.

3.4 Practice Time

Activity 1


1. What are the responsibilities of a receptionist? 2. What are the activities carried out by a receptionist when a guest

arrives in the hotel? 3. Create a simple conversation between a receptionist and a guest!

Front Office Activities: Receptionist 19

Activity 2

Complete the following conversation using the appropriate expressions! Receptionist : “Good afternoon, Sir. (1) ..........................?” Guest : “Good afternoon. I’d like a room for two nights.” Receptionist : “(2).........................?” Guest : “My name is Robert Steward.” Receptionist : “Alright Sir, (3)...............................?” Guest : “I’m sorry; I can’t see the form clearly because I’ve got

troubles with my eyes.” Receptionist : “Well, no worries, Sir. (4) ........................ ?” Guest : “Yes, please. Thank you very much.” Receptionist : “My pleasure, Sir. Receptionist : “Well, (5) ............................ . A bellboy will escort you to

the room.” Guest : “Ok, thank you.” Receptionist : “You’re welcome, Sir. Have a nice stay!”

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CHA PTER 4

FRONT OFFICE ACTIVITIES: TELEPHONE OPERATOR


telephone operator is one of the parts of the front office department. The existence of a telephone operator is very necessary. It links the communication either within hotel staffs

or beyond the hotel staffs. The main responsibilities of a telephone operator are to receive and deliver the incoming and outgoing calls from or to a certain department that should be connected to the right extension (Sutisna, 2008).

Some notes that should be highlighted by a telephone operator while he/she is on the phone (Sutisna, 2008) are as follows.

− Preparing a notepad and pen; − Picking up the phone on maximum three times ringing; − Greeting the caller and identifying himself/herself; − Respecting the caller; − Using brief and concise utterances; and − Speaking in a courteous manner and avoid debate.

Meanwhile, some expressions usually used in receiving phone calls are listed below (Sutisna, 2008).

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− “What can I do for you?” − “May I help you?” − “Good morning/ afternoon/ evening!” − “ I am sorry... “. − “ Could you repeat that please ?” − “ Thank you.“ − “ Certainly Sir “ / Certainly Ma’am.” − “ Please hold on “ − “ I will connect you with …” − “ You’re welcome.” − “ Thank you for calling us “ − “Thank you for letting us know about it “ − “ I am sorry the line is busy; would you like to wait or call back later on?”

To sum up, in receiving a call, a telephone operator should be courteous and have a good attitude. Also, she or he should greet and offer help to the caller first. Moreover, in speaking to the caller, a telephone operator shouldn’t raise her or his voice and should avoid debate.

4.2 Conversation

Practice the following conversation!

Telephone Operator : “Good morning, Cozy Hotel, how may I help you?”

Mr. Smith : “Good morning. I am John Smith. I’ve tried to call my friend, but I couldn’t. He stays in your hotel. His name is Andrew Bill, and if I’m not mistaken, he stays in room 232. Would you please connect me to him?”

Telephone Operator : “Yes, of course, Sir. Please wait for a while.”

Mr. Smith : “Ok, thank you.”

***

Front Office Activities: Telephone Operator 23

Telephone Operator : “I am sorry, Sir. The line is busy. Would you like to call back later?”

Mr. Smith : “Hmm... that’s okay. I’ll try to call him again later. Thank you.”

Telephone Operator : “You’re welcome, Sir.”

4.3 Grammar Focus

The Uses of Modals in Polite Requests

The examples of these polite requests are as follows.

− Would you fill in the form (please)? − Will you (please) fill in the form? − Could you fill in the form (please)? − Can you (please) fill in the form?

Notes:

− Would you and will you have the same meaning, but would you is more polite.

− Can you is often used informally. It’s less polite than would you or could you.

(Azar, 2002)

4.4 Practice Time

Activity 1


1. What are the duties of a telephone operator? 2. What should be noted by a telephone operator when he/ she is on the

phone? 3. Make a conversation dealing with the telephone operator!


Activity 2

Complete the following conversation using the appropriate words from the box!

Telephone Operator : “Good afternoon, Mulia Hotel, how may I (1)______ you?”

Mr. John : “Good afternoon. I’ve (2)_____ to call my brother, but I couldn’t. He stays in your hotel. (3)_____ you please (4)____ me to him?”

Telephone Operator : “Certainly, Sir. (5)_____ you give me your (6)_____ and his name?”

Mr. John : “I am John, and my brother is Tom Gates.” Telephone Operator : “Alright, Sir. Wait a (7)_______, please.”

***

Telephone Operator : “Good afternoon Mr. Gates. There is a (8)______ for you. It’s from Mr. John.”

Mr. Gates : “Ok, thank you.”

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could name moment call connect tried help would

CHA PTER 5

RESERVATION, HANDLING AN EARLY ARRIVAL AND AN EXTENDED BOOKING


Reservation

he duties of reservation department are to receive and confirm all bookings made by the guests; record the room bookings; and make a weekly forecast of room situation, a monthly report, and

make the report of the guests’ statistics. Furthermore, some important notes dealing with reservation are as follows.

− The task of a reservation staff is to obtain the data of the guests. − A confirmation letter/fax is needed in case the hotel is in full

occupancy. − The date of the letter has to be made and clearly written. − A reservation staff can offer to book in another hotel of the same grade

to the guest when the hotel room is full, and the guest name hasn’t been listed yet.

− Reservation can be made by telephone, letter, fax, etc. − A reservation staff should handle every reserved room and the changes

to the reservations. − A reservation staff should make a weekly forecast. − A reservation staff should send a confirmation letter.

(Sutisna, 2008)

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Handling An Early Arrival

Early arrival may happen in a hotel. This early arrival means the guest arrives before the reserved arrival time or date. In this case, the reservation staff should check the reservation list so that it can be known whether there is still an available room or not. If there is available room for the guest, the reservation staff should change the booking immediately and inform other departments especially housekeeping to prepare the room. Here, there should no any extra charge. Meanwhile, if the rooms are fully booked, the reservation staff should assist the guest if he/she wants to find a room in another hotel.

(Sutisna, 2008)

Handling An Extended Booking

As an early arrival, an extended booking may also happen in a hotel. An extended booking means that the guest lengthens his/ her stay in which it can be for one or several days. In this case, the decision of accepting or refusing the extended booking is made based on the list of reservation. If there is still an available room, the reservation staff should process it, but if the rooms are fully booked, the reservation staff should help the guest if he/she wants to get a room in another hotel.

(Sutisna, 2008)

5.2 Conversation


Reservation

Receptionist : “Good morning, Sir. Welcome to Podomoro Hotel. What can I do for you?”

Guest : “Good morning. I’d like to make a reservation for next weekend. Are there two rooms available for that weekend?”

Receptionist : “May I know your arrival date, Sir?”

Reservation, Handling An Early Arrival And An Extended Booking 27

Guest : “It’s June 14th.” Receptionist : “Let me check first. Please wait a minute, Sir.”

***

Receptionist : “Thanks for waiting, Sir. Fortunately, we have several rooms available for that date.

Guest : “Great!” Receptionist : “How long will you be staying, Sir?” Guest : “I’ll be staying for three nights.” Receptionist : “What types of rooms do you need?” Guest : “I want a standard room with twin beds and a suite room.” Receptionist : “Well, we have three standard rooms, four deluxe rooms

and two suite rooms available for that weekend. Unfortunately, those standard rooms are with double beds.”

Guest : “Hmm... alright then. A standard room with a double bed doesn’t matter for me. How about the rate?”

Receptionist : “Well, they are Rp 300.000 per night for the standard room, Rp 400.000 per night for a deluxe room, and Rp 750.000 per night for the suite room. The rate hasn’t encompassed the tax yet.”

Guest : “Ok, I’d like to have a standard room and a suite room.” Receptionist : “Ok, Sir. Would you like a poolside room?” Guest : “That sounds nice!” Receptionist : “Alright, Sir. I’ll find you a poolside suite room.” Guest : “Many thanks.” Receptionist : “My pleasure, Sir. May I have your name?” Guest : “I am John Smith.” Receptionist : “Pardon me, Sir. Is it J-O-N-S-M-I-T-H ?” Guest : “No, it’s J-O-H-N.” Receptionist : “Oh, I’m sorry Sir. I’ll correct it. Guest : “It’s ok.” Receptionist : “Next, may I have your phone number, Sir?” Guest : “My phone number is 088855665432.”


Receptionist : “Ok, Sir. How would you pay the charge?” Guest : “I’ll pay it with my credit card.” Receptionist : “May I know the type of card? Guest : “Sure. It’s Visa, the number is 867456777, and the

cardholder is me.” Receptionist : “Alright Mr. Smith, your reservation has been made for

June 14th until 17th in which the reserved rooms are one standard room with a double bed and one pool side suite room. Also, the check-in time is at 1 pm. If you have any other questions, please feel free to contact us.”

Guest : “Ok, thank you very much.” Receptionist : “You’re welcome, Sir. See you and have a nice day!”

Handling An Early Arrival

Receptionist : “Good afternoon, Podomoro Hotel, may I help you?” Guest : “Good afternoon. I have reserved a room in your hotel for

Friday this week. However, I wanna change my arrival since there is an urgent agenda.”

Receptionist : “Alright, Sir. May I have your full name?” Guest : “I am Billy Watson.” Receptionist : “Ok, Mr. Watson. When will you arrive at the hotel?” Guest : “I will be there on Wednesday at 3 pm. Is there any room

available for me on that date?” Receptionist : “Just a moment please, Sir. Hmm...your room number is

206, and there is no reservation three days before that date. Would you like to stay in the same room as the reserved one?”

Guest : “Yes, please.” Receptionist : “Alright Sir. I’ll process it and prepare your room.” Guest : “Thank you very much.” Receptionist : “My pleasure, Sir. Is there anything else I can do for you?” Guest : “No, thanks.” Receptionist : “Well, thank you, Sir.”


Handling An Extended Booking

Receptionist : “Good morning, Ma’am. How may I help you?” Guest : “Good morning. I am supposed to check out today, but I

should stay three more days here. Is it possible for me to extend my stay?”

Receptionist : “Please wait a moment, Ma’am. I’ll check it first... well, for the next two days, that will be fine, but for the last day, we are extremely sorry, you can’t extend your stay since we’re fully booked.”

Guest : “That’s so sad.” Receptionist : “Would you mind if I helped you to find a room in another

hotel?” Guest : “Of course not. That will be very nice.” Receptionist : “Ok Ma’am. Please have a seat. I’ll contact the other hotel

near here.” Guest : “Alright. Thanks a lot. Hmm... wait a minute. I’m sorry, I

just remember that I must go now to meet my friend. Is it okay if I come back later?”

Receptionist : “Certainly, Ma’am. I’ll inform you later.” Guest : “Thank you very much. That’s very kind of you.” Receptionist : “My pleasure, Ma’am.”

5.3 Grammar Focus

Simple Future Tense

− The use of simple future tense is to express events that happen in future time.

− The pattern and examples are as follows.


Table 5.1 The Pattern of Simple Future Tense

Pattern Examples

Will

Positive sentence

Subject + will + verb 1 John will arrive here tomorrow.

Negative Sentence

Subject + will not + verb 1

John will not arrive here tomorrow.

Subject + won’t + verb 1

John won’t arrive here tomorrow.

Interrogative sentence

Will + subject + verb 1 Will John arrive here tomorrow?

Positive sentence

Subject + will + be + non verb

John will be here next week.

Negative Sentence

Subject + will not + be + non verb

John will not be here next week.

Subject + won’t + be + non verb

John won’t be here next week.

Interrogative Sentence

Will + subject + be + non verb

Will John be here next week?

be going to

Positive Sentence

Subject + is/am/are + going to + verb 1

John is going to arrive here tomorrow.

Negative Sentence

Subject + is/am/are + not + going to + verb 1

John isn’t going to arrive here tomorrow.


is/am/are + subject + going to + verb 1

Is John going to arrive here tomorrow?

Positive Sentence

Subject + is/am/are + going to + be + non verb

John is going to be here next week.

Negative Sentence

Subject + is/am/are + not + going to + be + non verb

John isn’t going to be here next week.


is/am/are + subject + going to + be + non verb

Is John going to be here next week?


− Shall is also can be used in the simple future tense in which the subjects must be I or we. However, shall is uncommon in American English, and it is used more frequently in British English than in American English. Example: We shall accomplish our work tomorrow.

− Adverb of time: • Tomorrow • Next ... (next week, next month, etc.)

(Azar, 2002)

5.4 Practice Time

Activity 1


1. What are the duties of a reservation staff? 2. What do you know about handling an early arrival and an extended

booking! 3. Create a conversation dealing with reservation, handling an early

arrival, or handling an extended booking!

Activity 2

Complete the following conversation using the appropriate words from the box!

Receptionist : “Good evening, Jasmine Hotel, (1)______ I help you?” Guest : “Good evening. I have (2)_______ a room in your hotel for

tomorrow. I’m (3) ________ to arrive tomorrow at 5 pm. However, I want to change my arrival (4)_________.”

Receptionist : “Alright, Sir. May I have your name?” Guest : “I am Gerald Stephan.” Receptionist : “Ok, Mr. Stephan. When (5)_____ you (6)_________ in the

hotel?” Guest : “I will (7)_____ there at 8 am. Is there any room (8)_______

for me at that time?” Receptionist : “(9)______ a moment please, Sir.

***


Receptionist : “Your room is still available at that time.” Guest : “Great!” Receptionist : “Alright Sir. I’ll (10)_______ your room.” Guest : “Thank you very much.” Receptionist : “You are welcome, Sir.

-oo0oo-

wait available prepare reserved be may arrive time supposed will

CHA PTER 7

RESERVATION FOR SPECIAL PURPOSE


Banqueting activities:

a. Conferences b. Cocktail party c. Wedding parties d. Formal and informal luncheon e. Dinner parties f. Arisan and other private functions (Negi, 2014)

Banqueting duties:

a. Booking function b. Assisting in selecting menus c. Give effective and efficient services d. Ordering the flowers e. Calculating the cost of the rooms, food, beverages, other necessities f. Ensure that all is served properly by the staffs (Negi, 2014)


7.2 Conversation


Arranging Wedding Party

Banquet staff : “Hello, good afternoon. This is Lia speaking may I help you?”

Jony : “Hello, good afternoon. May I ask for some information dealing with banquet service for the wedding party?”

Banquet staff : “Certainly, Sir. May I know how many guests will attend the party?”

Jony : “I guess there will be approximately 1000 people who come to our party.”

Banquet staff : “Great, thank you for your information, Sir. Then, do you expect to have a certain theme for your party?”

Jony : “Hmmm… not really, but my fiance wish the venue to be dominated with pink color. It will be nice if you use pink

flowers for the decoration.” Banquet staff : “Ok, well noted Sir. We will decorate it as you wish. Is

there any other request?” Jony : “So far, nope.” Banquet staff : “Then, dealing with the menu, have you decided the menu

for the party?” Jony : “I haven’t talked about that yet. Should I answer it now?” Banquet staff : “Of course no, Sir. Or maybe may we have your email

address so that we can send you the detail of the menu, prices and other services that you may need for the wedding party?”

Jony : “That sounds better. I need time to discuss with my fiance about the detail of it. This is my email address [email protected]”

Banquet staff : “Thank you, Sir. We will send the detail information right away.

Thank you for calling us, and we are hoping for our future patronage.” Jony : “You’re welcome. Bye”

Angela

Angela

Reservation for Special Purpose 39

7.3 Grammar Focus

Present Perfect Tense

In the Indonesian language, we commonly recognize it as “sudah”

It expresses something that happens before now.

Examples:

I have watched the movies. She hasn’t finished her homework Have you ever seen snow? Has He ever visited this place? We have had breakfast already. (Azar, 2002)

7.4 Let’s Read!

Arisan n the Hotel

Mrs. Teti is a busy housewife. Every day she prepares what is needed by her husband and her kids. She starts her activity at 04:00 in the morning and goes to bed usually at 22:00 after her husband comes home. She does all her jobs with a warm smile, and all is done nicely. She is such an inspiring housewife and very lovely mom.

Not only works dealing with the house core, but she is also active in any organization especially motherhood community that is commonly known in Indonesia as arisan. It is a typical monthly or weekly activity that is attended by women who have already been married. It becomes an informal social event in which all participants must pay a certain amount of money, and the total money will be given to one person who is decided based on the lottery. One of the participants must host the event that is commonly in their houses.

In this occasion, Mrs. Teti gets the turn to host arisan. She has a plan to host it differently. Luckily, several days ago she got a brochure from

Have/ Has + V3

Angela


SUKA Hotel which offers a package of arisan. She read it carefully and finally decided to use SUKA Hotel for hosting arisan.

Mrs. Teti called the SUKA Hotel and ordered the banquet service for the arisan event. She chose the menu, the room, the decoration, and also fun souvenir for her friends. The hotel also gave Master of Ceremony for free to make the event more fun. Mrs. Teti then does not have to be busy in preparing her house to host the arisan because everything will be done in the hotel.

On the day of arisan, Mrs. Teti’s friends were very surprised and happy because they got a very satisfying service from the hotel. They have ideas to always do arisan in hotels.

7.5 Practice Time

Activity 1

Please do this exercise based on the reading passage of “Mrs. Teti’s Arisan!

1. What is the occupation of Mrs. Teti? 2. How often is arisan held? 3. Where is the location of arisan hosted by Mrs. Teti? 4. What is the free service given by the hotel for the arisan event? 5. Do Mrs. Teti’s friends feel excited with the arisan in the hotel?

Activity 2

Please do this exercise by relating to “Present Perfect Tense”!

1. My father …. (arrive) in my boarding house last weekend. 2. This week, I …. (have) three tests that make me dizzy. 3. I … (know) Sinta for six years. 4. The university … (start) many new programs for their students. 5. He … (listen) to the Ed Sheeran’s newest song.

Reservation for Special Purpose 41

Activity 3

Please decide whether the sentences are grammatically correct or incorrect!

1. My mother has the newest smartphone. 2. Rudi have created a very sophisticated computer programs. 3. The cleaning service staff has done his job. 4. The company has accepted two new workers. 5. The bricklayer has painted my house.

-oo0oo-

CHA PTER 8

GIVING INFORMATION ABOUT PRICES


Reading numbers

100 one hundred 580 five hundred and eighty 1,000 one thousand 10,500 ten thousand five hundred 1,000,000 one million 2,575,000 two million five hundred and seventy-five thousand 1,000,000,000 one billion

Types of hotel rooms

Cabana : A room next to the pool area, that is served with or without Sleeping facilities

Double : A room with a double size or queen size bed that may accommodate two guests

King : A room that is served with king size bed or sometimes by combining two mattresses of twin bed into one

Single : A room that is designed to accommodate one person Studio : A room with the facilities of a sitting area that has one or two

sofas near the bed


Suite : A combination of two or more than one room into one with sitting area and sometimes the bar

Twin : A room with two single beds Duplex : A suite room that is separated and connected with stairs Family : A room with two beds double/queen size that may

accommodate two, three or even four people Efficiency : An accommodation that serves the kitchen facility on it

(Negi, 2014) Several methods in determining hotel tariff

Guess work approach:

The hotel room rates are set based on the neighboring hotels and follow inflation. This method is not suggested for the new hotel because it needs more consideration. There are many hotels that use this method.

Operating cost approach:

This approach calculates the room rates based spending of the operating basis

Based on the square footage:

− Calculate the total area of bedrooms − Count the size of every bedroom − Predict the amount to produce from every room to cover the spending

Daily rate for the individual functional area:

By using certain mathematic formulas to get the rates

(Negi, 2014)”

8.2 Conversation

Moving to Hotel Nearby

Mr. Tanto : “Hallo, good morning.” Hotel staff : “Hallo good morning Sir. How can I help you?”

Giving Information About Prices 45

Mr. Tanto : “I am staying at the hotel across the street, I heard that this hotel has a nice swimming pool and golf course. So I am planning to move out to this hotel tomorrow. Could you please inform me of the room rate of this hotel for the next five days?”

Hotel staff : “With pleasure, Sir. What kind of room that you prefer to stay?”

Mr. Tanto : “I prefer to stay in the family room because I will stay with my wife and my son.”

Hotel staff : “Please wait for a moment, Sir ... For the next five days, there are four family room options

that we have, the first one is the regular family room with the rate of Rp 1.500.000 per night. The second one is the family room with mountain view with the rate of Rp 1.680.000 per night. The third one is the family room with a garden view with the rate Rp 1.700.000 per night, and the last one is the family room with the direct access to the swimming pool with the rate Rp 1.830.000 per night.”

Mr. Tanto : “Okey then, the family room with the direct access to the swimming pool sounds nice for me. I’ll take it then. How much the total of it?”

Hotel staff : “Okey Sir, the total room rate family room with the direct access to the swimming pool for five nights is Rp 9.150.000.”

Mr. Tanto : “So I have to do the pre payment?” Hotel staff : “Yes, that would be better Sir. We usually require 30% of it

for the pre payment.” Mr. Tanto : “No problem, this is my credit card.” Hotel staff : “Thank you, Sir. Please wait for a minute. I’ll process it.”

***

“Here you are, Sir. You’re all set.”

Mr. Tanto : “Okey thanks, see you.” Hotel staff : “See you. Have a good day.”


8.3 Grammar Focus

Present Continuous Tense In the Indonesian language, we commonly recognize it as “sedang” It expresses something that happen now.

Examples:

The diligent student is sitting on the front row right now. I am trying to finish the paper. He is driving from Solo this time. My brother is not studying right now. Are you playing games now?

(Azar, 2002)

8.4 Let’s Read!

Backpacking

Andi and Dimas are a best friend. They have the same hobby which is backpacking. They love traveling with the minimum budget. Last year they were planning to go to Bali to celebrate New Year’s Eve. Dimas asked Andi to browsed for the nice and affordable accommodation in Bali. They preferred to stay in Kuta which is very well known for its lovely beaches. Andi used online booking platform to book browsed and booked the accommodations. He sorted the hotels from the cheapest one. Andi got a list of good hotels that were perfect for their trip. The cheapest one was the dormitory room with the rate of Rp 80.000 per night for two people. The other type was a double room with the rate Rp 150.000 per night for two people.

Having got the names of the hotel, Andi discussed with Dimas, and they agreed to book the double room one since they want to have a private room to keep their belongings safely. Afterwards, Andi also gives the list of

Be + Ving

Giving Information About Prices 47

transportation that they might use to reach Bali. Finally, they come into an agreement to use plane since they got it in quite a low price that is Rp 400.000 for a one-way ticket. They also booked the motorbike rental which costs RP 50.000 per day.

Everything run as planned. They enjoyed their trip a lot and got a memorable new year’s eve celebration. In total, they spent Rp 450.000 for three days excluding the flight tickets. They were addicted to doing the same budget traveling or commonly known as backpacking again in the next holiday season.

8.5 Practice Time

Activity 1

Please fill in the blanks based on the information in the reading passage!

1. The double room rate for three days is …. 2. The one-way tickets for Andi and Dimas cost … 3. The motorbike rental for three days is … 4. If Andi and Dimas took the dormitory room, how much it will cost

them? … 5. If the hotel gives a discount of 25%, how much it will cost Andi and

Dimas for one night staying in a double room? …

Activity 2

Please write these numbers in English!

1. Rp 1.700.000 = … 2. Rp 525.000 = … 3. Rp 38.000 = … 4. Rp 5.250.000 = … 5. Rp 11.930.000 = …


Activity 3

Please spot the grammatical mistakes of these sentences! (some of the sentences have been already correct)

1. Many people is gathering in Alun-alun Kidul. 2. The government is renovating Malioboro area. 3. The hotels in the city are increasing their room rate. 4. The managers is not going for holidays this time. 5. Are she visiting the museums right now?

-oo0oo-

CHA PTER 8

CASHIER AND PAYING METHODS


Cashier in the hotel

The cashier is the person who is responsible for cash activities and audit the revenue of the hotel.

The responsibilities are:

a. Build good communication with all department dealing with money b. Manage all cash transaction c. Have a control to the transaction with the credit cards d. Updating the foreign currency rate

(The Rimrock Resort Hotel, 2017)

Hotel payment methods

Cash : The most commonly used payment in the hotel Cheque : It is a paper-based form payment to pay by using the

promised amount written in the cheque Credit cards : Payment by borrowing funds by using the card Credit account : The payment is sent to the company later after the stay, it

encourages customer loyalty Debit card : The payment is debited from the guests’ bank account

Internet payment: the payment is done through the internet platform

(Media, 2009)


9.2 Conversation

Paying in Foreign Currency

Cashier : “Hi Madam, is there anything that I can help?” Mrs. Nichole : “I’m wondering is there any money changer nearby? I forgot to exchange my money, and I have looked around

here, and I found no money changer.” Cashier : “That’s true madam. There is no money changer around

here, but if you walk further, there are some around the downtown area.”

Mrs. Nichole : “Yeah.. but I feel so tired after having a sunrise tour in Borobudur. Then, for paying my room bill can I pay with Euro?”

Cashier : “No problem Madam. Some currencies are acceptable for payment here. There are US Dollar, Australian Dollars, Yen, Euros, and Pound sterling that we usually accept.”

Mrs. Nichole : “That would be nice, so I don’t have to walk around to find the money changer. Anyway, how about the rate of Euro now?”

Cashier : “Please wait for a moment, Madam. I’ll check it in the system.

… (after a moment) …The rate of Euro for today is Rp, 16.200 Madam. Will that is okay for you?”

Mrs. Nichole : “That sounds okay for me. Could you please convert my room bill into Euro please?”

Cashier : “Of course Madam. So the total for four nights will be 198 Euros.”

Mrs. Nichole : “Here you are the money.” Cashier : “Thanks Madam, let me count it. Here is your change and the receipt Madam.” Mrs. Nichole : “Thanks.”

Cashier and Paying Methods 51

Cashier : “You’re welcome Madam. Have a good trip.” Mrs. Nichole : “See you.” Cashier : “See you, Madam.”

9.3 Grammar Focus

Expletive carries no meaning. Although it has no meaning in the Indonesian language, we commonly knew it as“ada.”

There is Æ for singular (1) There are Æ for plural (more than 1)

Examples:

− There are some apples in the fridge. − There is only one room available for tonight. − There is a special offer for new years. − There are many guests who visit that place − There are many taxies at the airport (Azar, 2002)

9.4 Let’s Read!

Transferring Money to the Hotel

Hi, my name is Sophia. I am from Germany. I will tell you about my interesting experience when I traveled to Indonesia. The first city that we visited is Yogyakarta city; we spent three nights in a one-star hotel there. We had a very minimum budget, so we decided to find cheap accommodation in the downtown area. We had a great time. The city was so nice with warm and friendly people who have always greeted us whenever and wherever we met them.

We had three awesome days in Yogyakarta; then we decided to continue our time for traveling, moving to Flores island. We went to Flores

There + be


from Yogyakarta by plane. We took the earliest flight at that time. On the day before, we had to pack our stuff into the luggage that is brought. It was a tiring thing to do since we had much more stuffs with us like the souvenirs, batik, and other stuff.

Finally, we arrived in Flores safely. We arrived at our homestay near the beach. After we unpacked our luggage, I realized that I missed something. It was my necklace; I lost it. Then, I tried to call the hotel in Yogyakarta as the place where I stay before. Fortunately, the staff informed me that they found my necklace. I was so thrilled with that; then we figured out how to send it to me in Flores.

The staffs had an idea to send our necklace through the post office. I then discussed it with my friend, and we taught that it was the best solution. We then asked the staffs to send the necklace, and it cost us Rp 80.000. We asked them how can we pay the delivery cost. The hotel staff then shared their hotel bank account number. Since we didn’t have any local bank account, we asked the staff in our homestay in Flores to do the money transfer for us, and we paid cash to them. It worked well, and it solved the issue. We were so happy and relieved with the convenience of the money transfer so that it made the payment method to be simpler and accessible.

9.5 Practice Time

Activity 1

Please answer the following questions based on the reading passage!

1. What kind of tour is taken by Mrs. Nichole? 2. Is there any money changer near the hotel? 3. How much is the rate for the Euro currency on that day? 4. If Mrs. Nichole stayed for six nights, how much she should pay? 5. What kind of currencies that are acceptable in that hotel?

Cashier and Paying Methods 53

Activity 2

Please answer the following questions based on the conversation!

1. What type of hotel where Sophia stayed in Yogyakarta? 2. How many days that she spent in Yogyakarta? 3. What happened to Sophia after she arrived in the homestay in Flores? 4. Why Sophia send the money Rp 80.0000 to the hotel in Yogyakarta? 5. How Sophia send the money to the hotel in Yogyakarta?

Activity 3

Please fill in the blanks with “there is” or “there are”!

1. … ten rooms available in the hotel. 2. … many hotels in Yogyakarta. 3. … a guest who complaint about the breakfast. 4. … one ballroom in this hotel. 5. … special offerings in the New Year holiday.

-oo0oo-

CHA PTER 10

INFORMATION ABOUT RESTAURANTS


The restaurant is a commercial establishment for serving food and beverages. There are some types of restaurants:

1. Hotel restaurants: support the marketing of the hotel 2. Independent restaurants: they build their own business and have their

brand names 3. Chain restaurants: they are apart of the multi-unit organizations

(Andrews, 2007)

Hotel Restaurants:

1. Coffee shop: the concept is from the United States and is known for its fast Services

2. Specialty restaurants: the cuisine is originally formed certain area or country such as Chinese, Indian, Japanese, French restaurants.

3. Grill Room or Rotisserie: it has specialties in the grill of many kinds of meat, fish, and poultry.

4. Dining rooms: the restaurants that are found in smaller hotels, motels, resorts, clubs, and small size hotels.

5. Night clubs: this restaurant open at night for dinner, dance, and live music entertainment.

(Andrews, 2007)


Service method at the restaurants:

1. Self-service: it is where the customers have to help themselves with the food served in the counter or the buffet

2. Assisted service: this service is divided into two parts which are the customers are served with the part of the meal at their table, and next, they have to get the other part of the meal in the display counter or buffet

3. Single point service: the customer order the menus and are served at their table

(Cousins, Lillicrap, & Weekes, 2014)

10.2 Conversation

Birthday Treat at the Restaurant

James : “Hi Celine, happy birthday for you.” Celine : “Oh.. thank you so much, James, I thought no one knows my

birthday! Haha” James : “How could I forget it!! It’s on February 14 on Valentine’s day,

so easy to remember.” Celine : “That’s true. Thanks, James.” James : “Don’t mention it. Anyway, do you have any plan for today?” Celine : “Nope!” James : “That’s perfect! Let’s meet at the restaurant in Suka-suka hotel,

located at the State Street.” Celine : “That sounds nice. What time should we meet there?” James : “06:00 pm would be great. Let me, Jonny, Dominique, and

Jonathan treat you for your birthday.” Celine : “oh… that’s so sweet of you guys. Thank you so much. See you

later because I have to go now.” James : “See you then.”

…………………………………at the Restaurant ……..………………………

Dominique, Jonny, James and Jonathan : “Happy birthday Celine!!!”

Information about Restaurants 57

Celine : “Thank you so many guys, that’s nice of you all. I’m so happy today.”

Dominique : “Let us treat you today. What do you want to order?” Celine : “Oh thanks, I would like to order Chicken Cordon Bleu and

white wine.” James : “That’s a perfect choice!” Jonny : “We can order the same menu, I guess.” James : “That’s a good idea; let’s have it.”

…………………………………..after the meal ………………………….………

Jonny : “We must pay the bill. Excuse me, can we have the bill?” Waiter : “Here you are, Sir.” Jonny : “This is my card.” Waiter : “Please wait a moment, Sir.” Jonny : “All right.” Waiter : “You’re all set, Sir. Thank you for coming and have a nice

day.” Jonny : “Thanks, have a good day for you too. I leave the tips on the

table; please have it.” Waiter : “Thank you so much, Sir.” Jonny : “Anytime.” James : “Let’s go, guys, let’s go to the cinema now. I have four

tickets for the Dilan movies now.” Dominique : “Let’s go!!” James : “Oh.. so sorry I have to go home now. I have an English test

tomorrow.” Celine : “Oh so sad, okey James. See you later.” James : “See you.”

Angela


10.3 Grammar Focus

Table 10.1 The use of “Have To” and “Must”

Have to Must

More common to do in daily life Stronger than “have to.”

I have to go (I need to go) I must go (It’s very important for me to go)

Examples:

− I have to meet Tika right now. − We must stop when the red traffic light is on. − We must park our car properly. − I have to watch that movie!! − We have to hurry because it’s getting dark outside. (Azar, 2002)

10.4 Let’s Read!

Chicken Wings on Tuesday

There is a famous restaurant that is well known for its tasty chicken wings; the name is Wings-Wings Yeay. Many people come to that restaurant for enjoying their lunch or dinner. Wings-wings Yeay gives lots of special offers, especially on Tuesday. On Tuesday, the guests who come can enjoy the wings for $ 0.50 only per wing.

The wings are served with really delicious sauces. We can enjoy the wings with barbeque, cheese, curry, and hot spicy sauces. The guests can also enjoy many kinds of soft drinks that are offered there.

The atmosphere of this restaurant is also so cozy. We can sit inside the restaurant or in their outdoor spaces. The only thing that we have to remember is that the restaurant only accepts cash. Overall, it is a good restaurant to chill.

Information about Restaurants 59

10.5 Practice Time

Activity 1

Please answer the following questions based on the conversation!

1. When is Celine’s birthday? 2. Where do they celebrate Celine’s birthday? 3. Who comes to Celine’s birthday celebration? 4. What is the menu that they order in Suka-suka hotel? 5. Does Jonathan join to watch the movie?

Activity 2

Please decide whether the statement is “True” or “False” based on the reading Passage!

1. _____ Wings-Wings Yeay sells duck wings. 2. _____ Some sauces that you can taste in the restaurant are hot spicy,

cheese, sweet corn, and barbeque. 3. _____ The restaurant offers so many kinds of alcoholic beverages. 4. _____ We can pay by card on Wings-Wings Yeay restaurant. 5. _____ The price of the wings of Thursday is not $ 0.50 per wing.

Activity 3

Please decide whether the statement is more appropriate with “have to” or “must”!

1. We ….. to come on time, or else we cannot join the final test. 2. She …. leave now, since she has another appointment. 3. The teacher …. behave properly as the role model for their students. 4. I …. buy those shoes, because I like it and it’s so awesome. 5. The students …. respect the teachers.

-oo0oo-

BA B ..

REFERENCES

Andrews, S. (2007). Introduction To Tourism And Hospitality Industry. New Delhi: McGraw-Hill Education (India) Pvt Limited.

Azar, B. S. (2002). Understanding and Using English Grammar Third Edition. New York: Pearson Education.

Cousins, J., Lillicrap, D., & Weekes, S. (2014). Food and Beverage Service, 9th Edition. London: Hodder Education.

Hotel, T. R. R. (2017). Central Cashier/ Income Auditor. Retrieved March 1, 2019, from http://www.rimrockresort.com/pdf/careers/Central Cashier-Income Auditor.pdf

Media, B. L. (2009). CTH - Finance for Tourism and Hospitality. London: BPP Learning Media Ltd.

Negi, Jagmohan M.J., G. R. S. (2013). Hospitality Reception & Front Office. New Delhi: S. Chand & Company PVT Ltd.

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Sutisna, N. M. (2008). Hotel Akomodasi. Jakarta: Kesaint Blanc.

Vazokiray, R. (2014). English for Hotel. Yogyakarta: Pustaka Pelajar.

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GLOSSARY

accomodate : menyediakan sesuatu untuk memenuhi kebutuhan affordable : terjangkau (harga) arrival date : tanggal kedatangan banquet : suatu acara perjamuan yang sudah direncanakan,

dipesan dan disiapkan booking : pemesanan buffet : penyajian makanan prasmanan check-in : masuk hotel check-out : keluar/ meninggalkan hotel dormitory room : suatu kamar yang diisi 4-10 orang dan biasanya

memakai tempat tidur bertingkat high season : periode (musim) dimana jumlah tamu/ pengunjung

banyak (ramai) hotel occupancy : tingkat hunian kamar hotel patronage : langganan atau kerja sama (dengan klien) receipt : bukti pembayaran revenue : keseluruhan hasil usaha sticky rice : beras ketan


tips : uang yang dbayarkan oleh konsumen diluar harga yang dibayarkan(sukarela biasanya karena kepuasan atas jasa/layanan yang diberikan)

waiting list : daftar tunggu

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INDEKS

A

accommodate, 37 affordable, 54 arisan, 35, 36 arrival date, 24

B

banquet, 33 booking, 16 buffet, 46C

C

check-in, 12 check-out, 12 D

dormitory room, 40

H

high season, 30

O

occupancy, 23

P

patronage, 34

R

receipt, 43 revenue, 42

S

sticky rice, 58

T

tips, 48

W

waiting list, 30

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ABOUT THE AUTHORS

Dwi and Angela have been colleagues for some years. As being English Foreign Language lecturers, they build a partnership attempting to establish more meaningful and contextual EFL learning in the university that they work for, Universitas Bina Sarana Informatika.

They have been teaching English for the Diploma students in Universitas Bina Sarana Informatika. Through the experiences in the real setting, eventually, they initiated to create a textbook to support EFL learning, particularly for the hotel management students. This textbook was written with the hope to fill the current shortfall of textbook availability for EFL learning. In spite of some obstacles that Dwi and Angela encountered along the textbook writing process, they both are excited to find an opportunity to work collaboratively on worthy projects, one of which is this textbook.

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english for hotel management - repository bsi

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