professional english for hospitality students§асть 4.pdf · 2 УК 811.111 (073) К П30...
TRANSCRIPT
Государственное автономное образовательное учреждение
высшего образования города Москвы
«МОСКОВСКИЙ ГОСУДАРСТВЕННЫЙ ИНСТИТУТ
ИНДУСТРИИ ТУРИЗМА ИМЕНИ Ю.А.СЕНКЕВИЧА
Факультет туризма и гостеприимства
Кафедра лингвистического обеспечения профессиональной
деятельности
Е.Г. Петрашевская
Professional English for Hospitality Students
Английский язык профессиональный для
специалистов индустрии гостеприимства
4 часть
Учебное пособие с методическими указаниями и тестами для
текущего и промежуточного контроля для студентов заочного
отделения
Москва 2018
2
УДК 811.111 (073)
ББК П30
Рецензент:
доцент, кандидат педагогических наук
И.Ю. Мишота
Рекомендовано учебно-методическим советом МГИИТ
в качестве учебного пособия для студентов заочного отделения
по дисциплине «Английский профессиональный язык» по направлению
подготовки 43.03.03 «Гостиничное дело»
Е.Г. Петрашевская. Professional English for Hospitality Students. Английский язык
профессиональный для специалистов индустрии гостеприимства, Часть 4: учебное
пособие с методическими указаниями и тестами для текущего и промежуточного
контроля по дисциплине «Английский профессиональный язык» по направлению
подготовки 43.03.03 «Гостиничное дело» - M:МГИИТ, 2018, 142 с
Учебное пособие предназначено для студентов заочного отделения,
обучающихся по направлению подготовки 43.03.03 Гостиничное дело. Пособие
направлено на формирование профессиональных компетенций студентов
посредством иностранного языка.
Пособие состоит из 4 модулей, соответствующих содержанию Рабочей
программы учебной дисциплины: «Гостиничные цепи», «Межкультурная
коммуникация», «Организация службы питания в гостинице», «Индустрия
гостеприимства»
Пособие составлено на основе аутентичных источников и включает
профессионально-ориентированные тексты, образцы диалогов, словарь
профессиональных терминов и сокращений, образцы деловой корреспонденции,
задания для самостоятельной работы, вопросы для самоконтроля и тесты для
текущего и промежуточного контроля.
© МГИИТ. 2018
3
Содержание
Введение……………………………………………………………….. 3
Методические рекомендации для самостоятельной работы
студентов………………………………………………………………..
6
Module 1Hotel Chains………………………………………………….. 8
Module 2 Interpersonal Communication……………………………….. 30
Unit 1 Interpersonal Communication in Tourism and Hospitality
Industry………………………………………………………………….
30
Unit 2 Reception etiquette in Hospitality……………………………….. 38
Unit 3 Customs and Etiquette of Different Nations…………………….. 67
Module 3 Food & Beverage Service …………………………………… 83
Unit 1 Food and Beverage Department…………………………………. 83
Unit 2 The History of the Hospitality Industry………………………….. 93
Unit 3 Room Service……………………………………………………. 102
Module 4 Hospitality Industry ………………………………………… 111
Unit 1 The Structure of Modern Hospitality Industry………………….. 111
Unit 2 The History of the Hospitality Industry…………………………. 121
Методические рекомендации для выполнения контрольной
работы № 4 (6 семестр) ……………………………………..............
Контрольная работа № 4 (6 семестр)………………………………..
127
128
Перечень вопросов для подготовки к экзамену …………………… 138
Перечень учебной литературы………………………………………. 141
4
ВВЕДЕНИЕ
Цель курса овладения английским профессиональным языком
заключается в формировании языковой, межкультурной
коммуникативной профессионально ориентированной компетенции,
которая позволит использовать иностранный язык в профессиональной
и научной деятельности.
В процессе изучения дисциплины решаются следующие
основные задачи: формирование социокультурной компетенции и
поведенческих стереотипов, необходимых для успешной адаптации
выпускников на рынке труда; развитие у студентов умения
самостоятельно приобретать знания для осуществления бытовой и
профессиональной коммуникации на иностранном языке – повышение
уровня учебной автономии, способности к самообразованию, к работе с
мультимедийными программами, электронными словарями,
иноязычными ресурсами сети Интернет; расширение кругозора и
повышение информационной культуры студентов; формирование
представления об основах межкультурной коммуникации, воспитание
толерантности и уважения к духовным ценностям разных стран и
народов; расширение словарного запаса и формирование
терминологического аппарата на иностранном языке в пределах
профессиональной сферы.
На освоение дисциплины отводится 144 часа, из них 12 часов –
для установочных практических занятий, 124 часа - для
самостоятельной работы, 8 часов - экзамен.
Выпускник должен обладать следующими общекультурными
компетенциями:
ОК-5 -способностью к коммуникации в устной и письменной
формах на русском и иностранном языках для решения задач
межличностного и межкультурного взаимодействия.
В результате освоения дисциплины студенты должны
5
знать: лексический минимум для реализации профессиональной
деятельности; основные грамматические явления, характерные для
профессиональной речи; правила речевого этикета
уметь: использовать знания английского языка в
профессиональной деятельности
владеть: способностью к деловым коммуникациям на английском языке
в профессиональной деятельности
Распределение часов по темам и видам занятий
№
П.п
Наименование разделов и
тем
лекции Практи
ческие
Из них: СРС ВСЕГО
Интер
актив
КР
6 семестр
11 Гостиничные цепи 2 2 38 42
11.1 Особенности
обслуживания в
гостиницах типа Хайят,
Мариотт, Ритц-Карлтон и
.т.д.
2 12 14
11.2 Понятие франчайзинга.
Из истории
франчайзинга. Виды
франшиз. Преимущества
и недостатки
франчайзинга.
2 12 14
11.3 Франчайзинг в России 14 14
12. Учет социально-
культурных
особенностей гостей при
обслуживании в
гостиницах
2 2 26 30
12.1 Учет социально-
культурных особенностей
гостей при обслуживании
в гостиницах с точки
зрения клиента, с точки
зрения персонала
2 14 16
12.2 Понятие
«Межкультурная
коммуникация»
2 12 14
13. Организация службы
питания в гостинице
2 28 30
13.1 Основные планы
питания. Точки питания в
гостинице.
Обслуживание в номере.
Заказ столика в
ресторане. Заказ еды по
меню.
2 14 16
6
13.2 Типы питания в
гостинице (все включено,
только завтрак,
полупансион, полный
пансион)
14 14
14. Современное состояние
гостиничной индустрии
2 32 34
14.1 Понятие индустрии
гостеприимства,
характеристики
индустрии
гостеприимства¸ отличие
от индустрии туризма и
их взаимосвязь
2 12 14
14.2 Контрольная работа № 4 20 20
Экзамен 8
Всего в 6 семестре 4 8 124 144
Методические рекомендации для самостоятельной работы
студентов
Учебный материал для данного семестра состоит из 4 модулей,
соответствующих разделам Рабочей программы учебной дисциплины.
Каждый урок содержит терминологический словарь, профессионально-
ориентированный текст, вопросно-ответные упражнения, тренировочные
лексические упражнения, упражнения на выполнение перевода с русского на
английский и с английского на русский, вопросы для самоконтроля.
Тексты сопровождаются различными коммуникативными
тренировочными заданиями – предтекстовыми, послетекстовыми,
упражнениями, которые стимулируют коммуникативно-речевую
компетенцию студентов и готовят их к обсуждению профессиональных
проблем на английском языке. Каждый текст имеет несколько упражнений,
направленных на закрепление профессиональной и общей лексики. Тексты
имеют законченное содержание и легко поддаются пересказу и
обсуждению.
Уроки следует прорабатывать в следующем порядке:
1. Изучить терминологию.
2. Выполнить предтекстовые упражнения.
3. Прочитать и перевести профессионально-ориентированный текст на
7
тему урока.
4. Выполнить послетекстовые упражнения.
5. Ответить на вопросы самоконтроля.
Курс «Английский профессиональный язык» построен на изученном
раннее грамматическом и лексическом материале в рамках учебной
дисциплины «Иностранный язык» и не предполагает изучение новых
грамматических структур. По окончании вузовского курса обучения
выпускники со степенью бакалавра должны владеть профессионально
ориентированной межкультурной коммуникативной компетенцией на
уровне B2-В2+ (согласно общеевропейской шкале), который
предусматривает степень сформированности соответствующих умений во
всех видах речевой деятельности для пользования языком в
профессиональных целях.
MODULE 1
HOTEL CHAINS
Тема: Гостиничные цепи. Особенности обслуживания в гостиницах типа
Хайят, Мариотт, Ритц-Карлтон и т.д. Понятие франчайзинга.
1. Study the vocabulary.
1. hotel chain
chain’s standards
chain management
- сеть отелей
- стандарты обслуживания в сети
отелей
- управление сетью гостиниц
2. emergence - появление
3. competitive
competitive advantage
- конкурентоспособный
- конкурентное преимущество
4. advertising
advertising campaign
- реклама
- рекламная акция, кампания
5. headquarters
corporative headquarters
- штаб-квартира, главный офис
- главный офис корпорации
6. information media - средства информации
7. efficiency - продуктивность, эффективность
8. operating procedures - рабочие операции
manual - руководство, инструкции,
справочник
9. uniformity - единообразие
10. to meet overall standards - соответствовать общепринятым
стандартам
11. referral system - сеть отелей, имеющих общую
систему бронирования
12. sales potential - коммерческий потенциал
13. convention salespeople - персонал коммерческого
9
отдела, отвечающий за
организацию и проведению
конференций и съездов
14. to promote - продвигать (товар на рынке);
способствовать; содействовать
15. sponsoring group - компания-организатор съезда
или конференции
16. assurance
to receive the assurance of
- заверение, гарантия
- получить заверения, гарантии
17. benefit
syn. advantage
- выгода; польза; преимущество
18. to have access to - иметь доступ к
19. market research data - данные исследования рынка
20. selection
site/location selection
- выбор
- выбор места строительства
21. expert knowledge - экспертные данные,
профессиональные знания
22. to pass smth along - передать кому-либо что-либо
23. joint venture - совместное предприятие
24. to lease
leasing
leasing arrangement
- сдавать в аренду
- аренда
- договор об аренде
25. franchising
franchising operation
a franchise
a franchisor
- франчайзинг (аренда
товарного знака или
коммерческого обозначения)
- бизнес на основе франшизы
- франшиза
- франчайзер (тот, кто
предоставляет франшизу)
10
a franchisee - франчайзи (тот, кто получает
франшизу)
26. to allot
to allot space
- раздавать; выделять;
предназначать
- выделять место
27. profitable
profitability
unprofitability
- прибыльный, рентабельный
- рентабельность
- нерентабельность
28. to cut maintenance costs - сократить расходы на
техобслуживание
29. to contribute to - внести вклад; способствовать
30. subsidiary - дочерняя, подконтрольная
компания
31. bulk purchasing - оптовые закупки
32. accounting and auditing
systems
- система бухучета и аудита
33. centralized personnel office - централизованный отдел кадров
34. to secure competent people - находить и удерживать
компетентных работников
2. Translate the sentences.
1. The rapid construction of new hotels led to the emergence of hotel
chains as a dominant force in the accommodation industry.
2. The hotel chains have several competitive advantages over individually
owned and operated establishments.
3. The hotel chains spend more money on advertising.
4. The hotel chains have advertising and public relations personnel on their
corporative headquarters staffs who give valuable advice and support
to their colleagues in the individual hotels.
11
5. The headquarters staff usually has more overall influence with the
information media than is possible for staffs in the individual hotels.
6. One of the advantages of hotel chains is the increased efficiency in
making and controlling reservations.
7. Another advantage comes from the standardization of equipment and
operating procedures.
8. The chains publish detailed manuals that specify procedures to be
followed which results in a very visible degree of uniformity between
the hotels in the chain.
9. Some of the hotel corporations operate on a franchise basis, whereby
hotels are operated by individual franchisees paying royalties to the
parent company for the privilege of operating under a brand name.
10. Another advantage for the chains is the increased sales potential for
conventions because the sponsoring group can hold its meetings in
different locations.
11. Chain management also increases the efficiency of the total
organization in many ways.
12. The chains permit very large bulk purchases for some kinds of
equipment and supplies.
13. The chain also provides an advantage in securing competent people.
3. Read the text and answer the questions.
Hotel Chains
The boom in the airline industry that began about twenty years ago
resulted in а corresponding boom in hotel construction. А future of this rapid
construction of new hotels was the emergence of hotel chains as а dominant
force in the accommodations industry.
12
Hotel chains are groups of hotels, some of which owned by large
companies, operating worldwide and with a prominent position in the
accommodation industry.
A common trend in the hotel industry of today concerns the hotel
ownership and management. Many hotels are owned by large Corporations.
Leading world chains include the American companies Hospitality Franchise
Systems (the largest hotel group based in the America which owns Days Inns,
Ramada Hotels), Holiday Inn Worldwide, Choice Hotels International,
Marriott, ITT Sheraton, Hilton Hotels Corporation, Hyatt Hotels, etc.
Questions
1. What did the boom in the airline industry result in?
2. What is a hotel chain?
3. What forms of ownership are used in the hospitality industry
nowadays?
4. Name some world-known hotel chains.
Hotel chains operate all over the world and have the advantage of having
a centralized reservation system, common advertising, same standard of
comforts and service.
There are further advantages in being grouped into chains: hotels
uniting into larger companies will be able to negotiate better deals when
purchasing such items as food and drink from their suppliers. This in turn
enables the company to employ specialist sales staff and releases more money
for the marketing effort (promoting advertising campaigns, quoting hotel rates,
granting discounts, launching special offers, etc.). Close links are established
between the accommodation and transport services. The hotels owned by
airline companies offer their guests flight and room reservations as well. The
few airline companies which still own hotel companies include Scandinavian
Airlines (SAS International Hotels), Air France (Meridien Hotels), Aer Lingus
(Copthorne Hotels), Swissair (Swissôtel), Varig (Tropical Hotels, Japan
13
Airlines (Nikko Hotels International). TWA and Pan American no longer own
hotel chains.
Some of the hotel corporations operate on a franchise basis, whereby
hotels are operated by individual franchisees paying royalties to the parent
company for the privilege of operating under a brand name. These chains
market their products working closely with large tour operating organizations,
airlines and travel companies. They provide efficient distribution networks of
computer reservations systems.
Questions
1. What advantages do hotel chains have over individually owned hotels?
2. What benefits are offered by the hotels owned by airline companies?
3. What basis do some of the hotel corporations operate on?
4. What do individual franchisees pay to the parent company for the
privilege of operating under a brand name?
The hotel chains have several competitive advantages over individually
owned and operated establishments. One of the most important of these is
having the resources to spend more money on advertising. Television
advertising, for example, is too expensive for most individual hotel operators.
The chains, on the other hand, can spread the cost among аll of their member
units. The hotel chains also have advertising and public relations personnel on
their corporate headquarters staffs, who give valuable advice and support
to their fellow workers in the individual hotels.
One of the strengths of the chain system is the large advertising and
public relations staff located at the chain’s headquarters. This staff prepares
publicity campaigns for the chain as а whole; it also helps and advises the
individual hotels on these matters. The headquarters staff usually has more
overall influеnсе with the information media – newspapers, magazines,
radio and television –and give valuable advice and support to their fellow
workers in the individual hotels.
14
Another advantage comes from the standardization of
equipment and operating procedures. The chains publish detailed manuals
that specify procedures to be followed even in such tasks as making beds and
setting tables. This results in a very visible degree of uniformity between the
hotels in the chain. The travelling public has an excellent idea of what kind of
accommodations and service to expect. Even when the different hotels in the
chain are not tightly controlled by a central office, there is usually an
inspection system in order to guarantee that the overall standards are met.
Questions
1. What is one of the most important competitive advantage of a hotel
chain?
2. In what way can the corporate headquarters staff help their fellow
workers in the individual hotel?
3. In what way can hotel chains control the standardization of equipment
and operating procedures?
4. What measures can be taken to guarantee that the overall standards
are met?
The most important and most obvious advantage is the increased
efficiency in making and controlling reservations. А guest at one hotel, for
instance, can receive confirmation of а room at another in а matter of minutes.
When а chain is owned by an airline the traveller саn make his reservations
for flights and hotel rooms at the same time and place. The chains also make
it easy to reserve а room by telephone, either through one nationwide
telephone number or by local telephone service in key market cities. The
telephones are tied in to computer or telephone systems, which make it
possible to confirm space while the caller is still on the phone.
Many of the chains are, in fact, referral systems. In а referral system, the
operators of individual hotels or motels pay а fee to a group that has joined
together in а reservations system. In most cases, the establishment is
15
inspected by the headquarters staff of the chain to insure that it meets the
chain’s standards. If it does meet those standards, it can then use the name
and advertising symbol, the logo, as it is called, for the group. In еffeсt, the
individual operation has become а chain member.
Questions
1. In what way do hotel chains make hotel reservations more efficient?
2. What is a referral system? How does а chain expand by means of а
referral system?
3. In what case can the establishment use the group name, logo and
symbol?
Another way to expand is by establishing management contracts with the
actual owners of the hotel. The chain in effect takes over an empty building
and operates it according to its own operating procedures for а fee or for а
percentage of the profits. А somewhat similar method is the joint venture, а
partnership in which both the chain and local investors put up part of the
capital that is necessary for new construction or the purchase of an existing
building.
Another advantage for the chains is the increased sales potential for
conventions. Some convention salespeople work in the corporate headquarters
and promote the whole chain rather than the hotel. In this way the
sponsoring group can hold its meetings in one location one year and another
the next, while at the same time receiving the assurance of very similar and
costs. Since it’s commonly accepted now the conventions should combine
business and pleasure, the practice of changing locations every year is very
attractive to many sponsoring groups.
Chain management also increases the efficiency of the total
organization in other ways. For example, it permits very large bulk
purchases for some kinds of equipment and supplies. The accounting and
auditing systems of the chains can be centralized. А centralized personnel
16
office for managerial and technical positions throughout the chain also
provides an advantage in securing competent people.
Questions
1. What does the method of the chains growth through joint ventures
imply?
2. What advantage dо the chains have in increased sales potential for
conventions?
3. In what other ways can chain management also increase the efficiency of
the total organization?
4. Match the terms with the definitions.
1. Subsidiary
2. Logo
3. Chain
4. Joint venture
5. Referral system
6. Consultant
7. Management contract
8. Bulk purchase
9. Consultant
a. a business that has several outlets.
b. a company that is owned by another
company.
c. a group of hotels or motels that join
together in a cooperative reservations
system.
d. an advertising symbol. It is designed so
that it can be easily recognized by the
public.
e. a contract with the owners of a hotel
plant to manage the establishment.
f. involves joining with local
businessmen in investing in a new
hotel.
g. a license to operate an enterprise under
a corporate name and usually with
standards established by the licensing
corporation.
17
h. a person or firm hired on a fee basis to
give advice or carry out work for a
limited period. Consultants are often
called in by hotels for such purposes as
accounting, interior design,
landscaping, advertising and so on.
i. purchase of supplies and equipment in
very large quantities, usually at a
considerable saving.
5. Give Russian equivalents to the following words and word-
combinations.
a dominant force; corporate headquarters staffs; not to be tightly controlled
by а central office; the increased efficiency; to grant а license to operate а
business under the name of а parent corporation; to guarantee the overall
standards; to make the reservations for flights and hotel rooms; to meet the
chain’s standards; to pay а fee; to prepare publicity campaigns; to receive
confirmation of а room; to reserve а room by telephone through one
nationwide telephone number; to support the fellow workers;
6. Give English equivalents to the following word-combinations. Use
them in sentences of your own.
резкий подъем; быстрое строительство; появление сетей отелей;
дочерняя компания; конкурентоспособные преимущества;
распределять стоимость между членами объединения; персонал по
развитию связей с общественностью; центральный орган по
управлению персоналом; стандартизация оборудования и процессов
управления; подробное руководство-справочник; общие стандарты;
товарный знак; процент с дохода; совместное предприятие; выдача
компанией лицензии на производство или продажу товара под ее
18
маркой; расширение сети отелей; внутренняя отделка; руководящий
персонал; рекламная кампания; иметь доступ к информации по
исследованию рынка; массовая, оптовая закупка; централизованная
система бухучета и аудита.
7. Summarize the advantages that are offered by the chain operation of a
hotel.
8. The text concentrates on the advantages of hotel-chain operations.
Many people, however, including some experienced travellers, do not
like to stay in them if there is another choice. Discuss why you think
some people may have a negative attitude toward the chain hotels.
9. Sum up what you have learned from the text about:
the emergence of hotel chains
the competitive advantage in advertising for hotel chains
the importance of meeting overall standards in all hotels in the chain
the increased sales potential for conventions
10. Read about Concorde Hotels and fill in the table.
All Concorde Hotels offer the outstanding features of the grand hotel
tradition, yet each exemplifies luxury and quality
service in a truly distinctive manner. From
exceptional grand hotels to traditional
establishments, each has its own unique style and
atmosphere. To facilitate your choice, we have
grouped them into four categories:
PRIVILEGE GOLD
World-renowned grand hotels. Their superb locations, architecture and
decor, services and gourmet cuisine set them apart. Hotels in this category
are part of the cultural or historical heritage of the country in which they are
located. A stay in one of these hotels is always a unique and unforgettable
experience.
CCONCORDE
HOTELS
19
PRIVILEGE RED
World-class hotels offering prestigious locations in a city centre or a top
tourist destination. The attentive, personalized service provided by these
hotels meets your most exacting expectations.
TRADITION BLUE
For tourist or business travel, the finest traditional hotels in the city or
neighborhood. They offer refined settings, gracious hospitality and high
standards of service.
TRADITION GREEN
Intimate or discreet hotels ideally located near a leisure or business
centre. They offer high quality, traditional service and all the comfort of a
fine establishment.
In true grand hotel tradition, Concorde Hotels put their expertise at your
service throughout your vacation. Many establishments offer package stays
that bring you uncompromising Concorde comfort along with an opportunity
to pursue your favourite activities according to four main themes:
Winning Sensations: Intense stimulating activities which provide a
real sense of challenge and accomplishment: race car driving, deep sea
fishing, bull fighting.
Culture and Lifestyle: Culturally enriching excursions and visits
which broaden your horizons as they acquaint you with the
20
surrounding region: celebrated châteaux, arts and traditions,
gastronomy, concerts.
Health, Fitness and Balance: Flexible programs geared to your pace
designed to energize your body and soothe your soul: hydrotherapy,
Jacuzzi, relaxing, revitalizing care
Sports and Leisure: A variety of team and solo sports to help you
reach new levels of personal achievement, or simply learn something
new: golf, tennis, water skiing, archery.
Here is a table showing the categories of Concorde hotels. Fill in the
blank boxes.
CATEGORY HOTEL TYPE HOTEL
LOCATION
HOTEL
FEATURES
Privilege Gold
Hotels
World-
renowned grand
hotel
Privilege Red
Hotels
They provide
attentive,
personalized
service so as to
meet the most
demanding
guests'
expectations.
They are
traditional
hotels located in
the city or
neighborhood.
Tradition Green
Hotels
21
11. Study the information and discuss it.
International Hotel Chains in Moscow
Moscow's integration into the international hotel chain network has
definitely been top-down, with luxury hotels from brands like Radisson and
Marriott the first to appear in the city in 1990s, and the first 3-star chain hotels
(Park Inn or Ibis, for example) only arriving in the last few years.
Crowne Plaza
The chain that calls itself “The Place to Meet” offers one
of Moscow's best-value five-star hotels, and certainly has
some of the city’ best MICE facilities. It is also superbly
located for access to the Moscow City business park and
Moscow Expo Centre.
Heliopark
Founded in 2000, Heliopark is the first Russian-managed
international hotel chain, with fourteen properties in
Russia, Ukraine, and Germany. Offering cozy and elegant
4-star accommodation and welcoming service, Heliopark
will be a welcome surprise to guests with memories of
more traditional Russian hotel hospitality.
Hilton
Arguably the world’s most famous hotel company, Hilton
was a late arrival to the Moscow market. However, their
first property in the city quickly became one of Moscow’s
most popular and best value five-star hotels. Occupying
one of the legendary ‘Seven Sisters’ skyscrapers, the
Hilton Hotel Leningradskaya has done an excellent job of
combining its historic legacy with modern comfort and
22
amenities. The hotel’s 274 spacious rooms are traditionally
elegant, while public spaces retain their monumental
grandeur. Also on offer are seven modern Meetings
Industry (MICE) venues, a 24-hour fitness centre with
pool, and a top-class restaurant.
Holiday Inn
Boasting more hotel rooms than any other company in
Moscow, Holiday Inn operate five superior hotels in
Moscow, offering very comfortable and surprisingly
stylish accommodation, as well as first-class services for
business travelers. Moscow’s first Holiday Inn opened in
1999, and the chain has rapidly grown to be the biggest in
the city, offering reliable 4-star accommodation and
services at five locations.
Kempinski
Although there is only one Kempinski property currently
operating in Moscow, the chain has one of the longest
histories in the city. Their first property, Baltschug
Kempinski Hotel, is one of the city’s finest five-star hotels,
and there are two more on the way.
Lotte
Founded in 1973, Lotte Hotels & Resorts has long been
recognized as South Korea's premier luxury hotel chain,
but it was not until 2010 that the company opened its first
hotel abroad, choosing Moscow for its first foreign
venture. Offering luxury and very high standards of
service, the chain can boast one of the most prestigious
hotels in the city.
23
Mamaison
Operating eleven luxury hotels and residences across
Central and Eastern Europe, Mamaison provides
consistently high quality and very stylish accommodation
combining individual character with world-class service
and facilities. The first all-suite hotel in Moscow,
Mamaison Pokrovka Suites offers some of the city’s most
stylish five-star accommodation, with individually
designed interiors in all of the hotel’s 84 superbly
equipped suites.
Marriott
Among the world’s best-known hotel chains, the American
giant was one of the first to enter the Russian market.
Moscow’s Marriott hotels, the first of which opened in
1997, include some of the best luxury hotels in the
downtown area, as well as some of the city’s better deluxe
hotels, particularly geared to business travellers. In
Moscow, there are currently six properties under the
Marriott and Courtyard by Marriott brands, all with prime
downtown locations.
Maxima
A small chain of 3-star hotels in Moscow, Maxima has
won an excellent reputation for providing high-quality
mid-range accommodation and business services at very
reasonable prices. There are now four Maxima hotels in
the city, all at attractive locations with good transport links
to the city center.
24
Novotel
The French superior chain opened its first Moscow hotel in
1992, and now offers three hotels in Moscow – two in the
city centre and one at Sheremetyevo Airport. All offer
stylish modern accommodation and superior amenities.
Park Hyatt
When Park Hyatt opened their first Moscow property in
2001, it was the city's first superior 5-star hotel and set a
new benchmark for luxury standards in the city. It remains
at or very near the top of the Moscow hotel market.
Park Inn
Although parent company Rezidor is rapidly becoming the
leading hotel operator in Russia, their deluxe Park Inn
brand is only modestly represented in Moscow, with one
mid-size hotel that offers inexpensive and very
comfortable accommodation.
Radisson
The first international luxury hotel in Moscow was opened
by Radisson in 1991. The chain now has three hotels in the
city – a five-star and two four-star properties aimed at
business travelers.
Renaissance
This deluxe chain operated by Marriott International offers
stylish accommodation and comprehensive services for
business travelers. The company currently has one
Moscow property located just outside the city centre.
Renaissance Hotels in Moscow, Marriott’s sister brand
prides itself on the uniqueness, originality, and style of its
25
hotels. While its Moscow property may not be the best
example of these qualities, it is nonetheless a top class
executive hotel.
Ritz-Carlton
Few names have announced their arrival in Moscow more
loudly than Ritz-Carlton. When it opened in 2007, the
brand’s Moscow property caused a sensation with the
extravagant luxury of its interiors and the extraordinary
range of services offered.
Sheraton
One of the most famous hotel brands in the world,
Sheraton brought their brand of deluxe executive
accommodation to Moscow in 1998, offering business
travellers and tourists a slightly less expensive five-star
experience. The deluxe executive brand from Starwood,
Sheraton offers two Moscow properties, one in the
downtown and one at Sheremetyevo Airport. Both provide
reliably high levels of 5-star accommodation and a full
range of amenities.
Swissotel
Swissotel pride themselves on their fresh, distinctive
properties and thoroughly modern approach to five-star
luxury. Their presence in Moscow is unmissable, thanks to
one of the most striking contemporary buildings in the city
centre.
http://www.moscow-hotels.net/chain-hotels/
26
12. Translate into English.
1. В обязанности менеджера по заключению контрактов входит
посещение отелей и их оценка по шкале международных
стандартов.
2. Как сообщает руководство гостиничной группы InterContinental,
в сентябре 2009 года InterContinental провела кампанию,
направленную на обновление 1200 гостиниц по всему миру, а к
2020 году компания намерена в два раза увеличить число своих
отелей на территории России.
3. Heliopark Hotels – крупнейшая гостиничная сеть России,
ориентированная на оздоровление, отдых и деловой туризм. В
настоящее время в нее входят 10 отелей в Москве, Подмосковье,
Тверской области, Пскове, Сочи, Челябинске и Ялте. В
ближайшей перспективе этой гостиничной группы – расширение
сети за счет новых объектов в столице, Санкт-Петербурге,
Нижнем Новгороде. Все отели сети находятся в управлении
компании HELIOPARK Hotel Management.
4. На сегодняшний день эта гостиничная сеть представлена в
нашей стране семью отелями бренда Holiday Inn, а также двумя
ориентированными на бизнес-туристов гостиницами Crowne
Plaza в Москве.
5. Реконструируемый загородный отель этой гостиничной сети при
вводе в эксплуатацию сможет предоставить широкий перечень
сервисных услуг: комфортабельные номера (от стандартных
номеров до апартаментов); центр красоты и здоровья, который
будет располагаться на площади более 1000 кв.м. и иметь в
составе более 40 кабинетов; конгресс-центр на 500 мест;
физкультурно-оздоровительный комплекс: бассейны
(плавательный, детский) с аквагорками (длиной 25 метров с 10
27
дорожками), спортивные площадки, теннисные корты,
тренажерные залы; ресторанный комплекс, включающий
рестораны, бары, летние кафе; развлекательный комплекс с
боулингом, бильярдом, диско-клубом и кинотеатром на 200
мест.
6. На рынке гостиничных услуг этот отель будет
позиционироваться как загородный курортный отель сети
AMAKS Grand Hotels и станет одним из ведущих отелей
Подмосковья.
7. Безусловным лидером рейтинга «100 лучших отелей мира»,
составленного журналом Travel + Leisure, стал отель Singita
Private Game Reserve в ЮАР. Этот лучший отель победил и в
номинации «Самый маленький отель». Он состоит из пяти
роскошных и неповторимых домиков-сафари.
8. Вторая строчка в рейтинге принадлежит Four Seasons Resort Bali
at Sayan– отелю всемирно известного сетевого бренда,
представленного 75 отелями по всему свету. Он подкупает своим
по-азиатски высококачественным и по-домашнему дотошным
сервисом и при этом является лидером среди отелей,
расположенных на азиатском полушарии.
9. Сеть Oberoi, основанная в 1934 году, состоит из 18 отелей,
расположенных в самых экзотических уголках нашей планеты:
Индии, Египте, Индонезии, Маврикии и Саудовской Аравии.
28
13. Read and translate the text.
Franchising in the Hotel Industry
The best-known names in the hotel industry, Holiday Inn, Hampton Inn,
Courtyard by Marriott, Sheraton, Ramada, etc., are not directly in the lodging
business. They are franchising companies. Names such as JHM Enterprises,
White Lodging, Starwood, Sunburst Hospitality and many others that are
seldom recognized by hotel guests, are actually hotel companies. This is the
nature of franchising, and it creates an opportunistic relationship between
hotel companies and their franchisors.
Franchisee Franchisor
Hotel owners are in the business of
leasing hotel rooms. For the use of a
room, they charge a room rate. Their
related businesses may be
entertainment, dining or other services
offered to guests.
Hotel franchising companies are in the
business of leasing a brand name to
operating hotels. For the use of that brand
name, they charge a percentage of
revenues. Each franchising company also
operates related businesses, such as
reservation systems and purchasing
services, which they provide to their
franchisees for a fee.
In the hotel business, a company’s
revenues and profits depend on the
frequency with which they rent rooms
(occupancy) and the rate at which
those rooms are rented (average rate).
In the franchising business, a company’s
revenues and profits depend on
distribution, or the number of hotels,
which carry its brands.
The hotel company’s most visible
assets are the real estate it owns and
operates. So, one of its missions is to
build real estate value.
A franchising company’s most visible
assets are the brand names it owns. So,
one of its missions is to build brand
29
recognition.
Travelers (guests) are the customers
of hotel owners.
Hotel owners are the customers of hotel
franchisors.
Although they differ in purpose, and often have conflicting goals, hotel
franchisees and franchisors have a symbiotic relationship. They need each
other to survive. Obviously, a franchisor has no source of revenues without
the hotel owners who are its clients. Conversely, a hotel owner has a strong
need for the franchisor because we live in an extremely brand-conscious
society.
Franchises differ in many ways. Some franchises offer more services
than others. For instance, Holiday Inn has a large skilled and well-equipped
support staff for its franchisees to use. In comparison, Red Carpet provides
comparatively little in terms of training, staff and technology. Some franchises
represent upscale hotels while others represent mid-market or economy
product. For instance, Hilton Garden Inn has only high quality new hotels in its
system while Ramada represents a wide range of product.
The basic fees associated with a franchise are royalties. A royalty is the
fee charged for the use of a brand name. In the hotel industry, royalties are
typically in the range of 3 to 5 percent of room revenues. They vary depending
on the value of the brand and some peculiarities of the market.
Self-check
1. What is a hotel chain?
2. What forms of ownership are used in the hospitality industry
nowadays?
3. Name some world-known hotel chains.
4. What advantages do hotel chains have over individually-owned
hotels?
30
5. What benefits are offered by the hotels owned by airline companies?
6. What is franchising? What do individual franchisees pay to the parent
company for the privilege of operating under a brand name?
7. In what way can hotel chains control the standardization of
equipment and operating procedures?
8. What is a referral system? How does а chain expand by means of а
referral system?
9. What advantages dо the chains have in increased sales potential for
conventions?
10. In what other ways can chain management also increase the
efficiency of the total organization?
31
MODULE 2
INTERPERSONAL COMMUNICATION
Тема: Учет социально-культурных особенностей гостей при
обслуживании в гостиницах. Понятие «Межкультурная коммуникация»
Unit 1 Interpersonal Communication in Tourism and Hospitality Industry
Unit 2 Reception etiquette in Hospitality
Unit 3 Customs and Etiquette of Different Nations
Unit 1 Interpersonal Communication in Tourism and
Hospitality Industry
1. Study the vocabulary.
1. interpersonal
interpersonal communication
interpersonal contacts
- межличностный,
межкультурный
- межкультурная
коммуникация
- межличностные контакты
2. to involve - включать, вовлекать
3. hospitable - гостеприимный
4. customer service - обслуживание клиентов
5. excellence
a. excellence in hospitality
- высокое качество
- качество обслуживания в
индустрии гостеприимства
6. an eye contact - зрительный контакт
7. to converse
a. conversation
- общаться, беседовать
- беседа, разговор
8. interaction - взаимодействие
9. to satisfy the guests’ needs - удовлетворять потребности
гостей
32
2. Read and translate the sentences.
1. The tourism industry involves many interpersonal contacts.
2. Communication in the tourism industry usually involves people from
different countries and of different cultural backgrounds.
3. If a service staff can communicate with his/her customers effectively,
it will not only create a friendly and comfortable atmosphere, but also
allow the customers to experience politeness and hospitable
reception.
4. Quality customer service etiquette is one of the essential factors for
tourism industry in meeting the customers’ demand for service
satisfaction.
5. In hotels typical guests’ services involve providing the guest with
information and special equipment and supplies, that’s why, as the
centre of front office activity, the front desk is responsible for
coordinating guests’ services.
6. For a hotel to achieve excellence in hospitality, many guest relations
skills must be learned by the employees who will be delivering the
services.
7. Providing attention to the guest is enhanced by the little extra in
guests’ interactions.
8. Having a positive attitude means that the employee has the desire to
consistently provide excellent service to the guests.
9. It is the manager’s responsibility to create the kind pf atmosphere that
satisfies the guests’ needs.
3. Read the text and answer the questions.
Interpersonal Communication in Tourism and Hospitality Industry
The tourism industry involves many interpersonal contacts. A tourism
industry staff is required to communicate with customers when providing
33
service. In addition, communication in the tourism industry usually involves
people from different countries and of different cultural backgrounds. They do
not know each other, nor do they have enough time to develop a close
friendship. Therefore, if a service staff can communicate with his/her
customers effectively, it will not only create a friendly and comfortable
atmosphere, but also allow the customers to experience politeness and
hospitable reception.
Tourism industry must provide tourists with quality service etiquette in
addition to the provision of products and services such as transportation
services, accommodation services and recreational facilities. Therefore, quality
customer service etiquette is one of the essential factors for tourism industry
in meeting the customers’ demand for service satisfaction.
In hotels typical guests’ services involve providing the guest with
information and special equipment and supplies, that’s why, as the centre of
front office activity, the front desk is responsible for coordinating guests’
services. Front office personnel needs to respond knowledgeably to guests’
requests for information. Common guest questions may include:
Can you recommend a nearby restaurant?
Can you call a taxt for me?
Where’s the nearest shopping centre, drugstore?
What is the best place to visit in the city?
Where is the theatre from here?
When is check-out time?
How do I get to the museum (library, etc.)?
What recreational facilities are available in the hotel?
When is the opening time of your restaurant for breakfast?
Excellence in Hospitality
For a hotel to achieve excellence in hospitality, many guest relations
skills must be learned by the employees who will be delivering the services.
34
Each basic skills of hospitality will serve as a beginning to achieving this
excellence. These are:
Smiling
Greeting
Conversing
Using proper telephone etiquette
Providing assistance
Giving attention
Providing positive endings
Maintaning a positive attitude
Making positive decisions
Smiling
Smiling when dealing with guests helps to create a friendly atmosphere.
By smiling the clerks are showing the guests that they are glad they chose this
hotel for their stay. A smile says “We’re glad, you’re here!”
Greeting
Greeting a guest includes smiling as well as an eye contact. For
example, if the guest’s name is not known, “Sir, or Madame’ is the appropriate
address.
Conversing
A guest’s name should be used as many times in the conversation as
possible. People love to hear their name; it is a very positive form of
recognition.
Telephone etiqutte
The telephone should be answered as quickly as possible, certainly by
the third ring. No one likes to be put on hold, but when this is necessary, the
guest should be thanked for waiting.
35
Assistance
When the guest arrives at the hotel and during his or her stay, the guest
should know that the employees are there to assist with his or her needs.
Whenever the 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.”
Attention
Providing attention to the guest is enhanced by the little extra in guests’
interactions. For instance, when guests return to the hotel at the end of the
day, they should be welcomed back. It is these little things that make the guest
feel at home.
When the guests are around they should not be ignored. Employees must
remember to chat with the guests, not their co-workers.
Positive endings
Upon departure from the establishment, guests should be thanked for
staying at the hotel and told how much they are wanted back again. Sometimes
such as “Please stay with us again” and “Have a nice trip home” or “Enjoy the
rest of your vacation” help to ensure that the guest will depart with a smile.
Positive Attitude
Having a positive attitude means that the employee has the desire to
consistently provide excellent service to the guests. It is the manager’s
responsibility to create the kind pf atmosphere that satisfies the guests’ needs.
Positive Decisions
“Think before speaking or acting” is a rule that every person – expecially
those in the service business – should follow.
Employees must be taught to be objective when making decisions. This
includes keeping their emotions under control at all times.
Questions
1. What kinds of contacts are often used in the tourism industry?
36
2. What does communication in the tourism industry involve?
3. What do typical guests’ services involve?
4. What questions are often asked by guests?
5. What basic skills can help the staff to achieve excellence in hospitality?
6. Why smiling is important? What does a smile say?
7. What are the forms of appropriate address to the guest whose name is
unknown?
8. Why is it important to use the guest’s name many times in the
conversation?
9. What does the telephone etiquette say about answering the phone?
10. What statement should the employee end the conversation with when
speaking with a guest?
11. What’s the employee’s behavior like when the guests are around?
12. What positive endings are used when the guest departs from the hotel?
13. What does a positive attitude mean?
14. What should the employees be taught when making decisions?
4. Complete the sentences with the information from the text.
1. The tourism industry involves many _________.
2. If a service staff can communicate with his/her customers effectively, it will
not only create a friendly and comfortable atmosphere, but also allow the
customers_________.
3. Tourism industry must provide tourists with ________.
4. __________is one of the essential factors for tourism industry in meeting
the customers’ demand for service satisfaction.
5. In hotels typical guests’ services involve providing the guest with
_________.
6. Each basic skills of hospitality will serve as a beginning to __________.
7. Smiling when dealing with guests helps to create _________.
8. Greeting a guest includes smiling as well as ________.
37
9. A guest’s name should be used as many times _________.
10. The telephone should be answered by ________.
11. The guest should know that the employees are there to assist ______.
12. Providing attention to the guest is enhanced by ________.
13. When the guests are around they ________.
14. Upon departure from the establishment, guests ________.
15. It is the manager’s responsibility to create the kind of atmosphere that
________.
16. Employees must be taught to be objective when _________.
5. Speak about interpersonal communication in the tourism and
hospitality industry.
38
Unit 2
Reception Etiquette in Hospitality
1. Study the information and discuss it with a partner.
Reception etiquette for the accommodation sector
Front Office
1. Concierge/Baggage
Doorman should comply with the following requirements when providing
service:
Be dressed tidily, keep elegant and decent appearance, stand at the main
entrance energetically and wait for customers.
When a customer arrives in a car, step forward and guide the car to stop
at the entrance and then open the door for the customer.
Smile when greeting a customer (including stepping forward). Bow to
the customer and say hospitably, “Good morning/afternoon/evening.
Welcome.” Address a frequent customer by his family name, e.g. “Mr.
Smith”, “Mr. Li”, etc.
Hold an umbrella for a customer if it is a rainy day.
If the customer is an elderly person, a child or a disabled person, support
him/her with your hand and give extra care.
When a customer is about to leave, guide the car to a position where the
customer would be easy to aboard, open the door and invite the customer
to get in, close the door gently after assuring the customer is properly
seated and say goodbye politely, “Thank you for coming. Wish to see
you again next time. Goodbye!” Wave your hand when the car starts and
see the customer off.
2. Bell captain / Bellman
Bell captain / Bellman should comply with the following requirements when
providing service:
39
Be dressed tidily, keep pleasant appearance and be polite. When a
customer arrives, carry his/her baggage for him/her. Take up or put
down the baggage gently when using a trolley. Take extra care to
prevent any baggage from dropping onto the ground to avoid customer
dissatisfaction.
Guide the customer to the reception counter to complete the check-in
procedures.
When taking a lift, the bellman should enter the lift with the baggage
first. Then keep the lift door open with one hand and invite the customer
to come in. After that, press the button of the designated floor and
inform the customer. When the lift stops at the designated floor, wait for
the customer to get off the lift before handling the baggage.
When leading the customer to his/her room, put down the baggage first
and then ring the doorbell or knock on the door to announce your
presence. After opening the door, take a quick look around the room.
Make sure there is no problem then step aside and invite the customer to
come in.
Put the baggage onto the baggage rack gently with the front of the trunk
facing upwards and the trunk handle facing outwards. Afterwards,
introduce the facilities in the room to the customer briefly. Say goodbye
to the customer politely if he/she has no further requests.
Before leaving the room, say with a smile, “Have a good stay, sir (or
Miss, etc.) See you later.” Face the customer and take a step backwards
and then turn around, step out of the room and close the door gently
behind you.
If you received a notice to carry baggage from the guest room, you have
to do the followings:
1. Ring the doorbell or knock on the door to make known of your
presence.
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2. Do the above (1), no matter the door is opened or closed;
3. Do not enter the room before hearing the customer say, “Come in,
please.” Then say, “Hello! I am here to carry the baggage.”
4. After confirming the number of baggage with the customer, carry the
baggage to the entrance by using a trolley;
5. Close the door gently behind you when the customer leaves the room
and follow the customer to the entrance.
Reception
Although the first contact point that serves a guest when he/she arrives at a
hotel is the doorman or the bell captain/bellman, the person who will make the
first good customer’s service perception is the front desk receptionist.
A receptionist should comply with the following requirements:
Be dressed tidily, keep a pleasant appearance, stand energetically to wait
for customers.
When a customer comes to the reception counter, greet politely with a
smile, “Good morning/afternoon/evening, sir (Miss, etc.)! Welcome to
Fortune Hotel.” “Have you made a reservation?” “Is there anything that I
can do for you?”
Ask the customer to complete the registration form and assign the
customer with a room to meet his/her requirements (such as on which
floor and in which direction, etc.) as far as possible.
Be polite when checking the customer’s identification document and
registration form. Return the identification document to the customer as
soon as you finish checking. Express your gratitude by saying: “Sorry
for keeping you waiting, Miss (Mr., etc) Lee. Thank you.” Address the
customer by his/her family name as soon as you find out the full name.
This shows your respect to the customer.
When giving the room key to the customer, do not throw it onto the
counter. Instead, you should say politely, “Miss (Mr., etc) Lee, we have
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prepared a room facing north. The room is on the twelfth floor and the
room number is shown here in the key envelope. Here is the room card.
This receptionist will accompany you there immediately. Have a nice
stay.” Or you may say: “See you later.”
If the customer has not made any reservation and the hotel is fully
booked, you should explain patiently and ask the customer to wait for a
moment. At this moment we should wait for any last minute cancellation
and requests other hotels for room. At the end (whether a room is
secured), we will say: “Please make a reservation next time. We will
definitely reserve a room for you.”
If an important guest checks in at the hotel, ask the guest after he/she
settles in his /her room, “Are you satisfied with this room?” “If you need
anything, please let us know. We are ready to serve you anytime.” This
shows your respect for the important guests.
A guest often goes to the reception counter to express his/her comment
or make a complaint. The receptionist should smile and welcome the
guest sincerely. Listen attentively and never argue with the customer.
Handle matters properly with sincerity.
Reservation
A reservations clerk should comply with the following requirements when
providing service:
If a customer makes a reservation in person
Greet the customer sincerely and make timely replies. If there is a room
available, complete a reservation form immediately and thank the customer
for booking. Apologize if you are unable to arrange a reservation due to full
booking. However, you should not start with: “Sorry, there is no room
available.” Instead, you should say, “One moment please. I’ll check for
you.” After that, you should say, “Sorry, there is no room available. Thank
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you for coming. Wish to see you again next time.” You should also
recommend subsidiary hotels to the customer enthusiastically.
If a customer makes a reservation by telephone
Answer the telephone according to telephone etiquette. Use respectful
expressions and speak to the customer politely. Make careful records
according to the reservation form and repeat to the customer to avoid
mistakes or omissions. If you are unable to accept booking because the
rooms are fully booked, apologize to the customer. But you should not reply
directly that “No rooms are available” so as to avoid misunderstanding and
affect the reputation of the hotel.
If disputes over reservations occur due to various reasons, be polite and
explain to the customer patiently. Never argue with the customer. Stay calm
when encountering problems. Handle problems flexibly rather than rigidly. If it
is the fault of the hotel, admit it initiatively and apologize. If it is the fault of
the customer, handle properly to enhance the reputation of the hotel and secure
more customer sources.
Housekeeping Department
A room attendant should comply with the following requirements when
providing service:
Check whether the “Do Not Disturb” sign is hung over the door handle
or whether the door is locked so as to avoid disturbing the customer.
Etiquette is particularly required when entering a room. First, ring the
doorbell. If there is no response, knock on the door and say,
“Housekeeping”. When the customer answers the door, say politely,
“Sorry for disturbing you. I am the room attendant. May I clean the room
now?” Only enter the room after getting the customer’s permission.
Never close the door. Leave it half-open. If the customer answers “Come
in, please” after knocking on the door, open the door gently and ask
“May I clean the room now?” If there is still no response, knock a few
43
more times. Open the door with the key if there is still no answer. If you
find that the guest is sleeping, you should leave the room immediately
and close the door gently. If no one is in the room, you can start
cleaning, but always leave the door open.
While cleaning the room
- do not browse through the customer’s documents or articles. Put back
the articles where they are after cleaning.
- do not move or break, or take away the customer’s articles, let alone
asking the customer for anything.
- do not watch TV, listen to the music, use the telephone or answer the
customer’s call in the room during the course of service.
- do not ask any personal matters about a customer.
- do not interrupt or listen to people’s conversation.
Try to avoid disturbing the customer from taking rest or work when
cleaning the room. It is advised to clean the room when the customer is away.
Do not stay in the room after the cleaning is completed. If the customer is in
the room, say “Sorry for disturbing you. Thank you” after the cleaning, and
then leave the room politely and close the door gently.
If you happen to see a customer leaving or returning to the room, nod to
the guest with a smile or greet him/her. Do not pretend not seeing him/her nor
ignore him/her, nor simply walk away.
When a customer has his/her laundry done, collect or deliver the clothes
punctually. Do not delay or make any mistakes. Clean the rooms according to
the cleaning procedures.
Food and Beverage Department
The restaurant is an important outlet in a hotel. It is one of the main
sources of revenue for a hotel. In order to meet the different needs of
customers, politeness and hospitable service is very important:
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A waiter/ waitress should comply with the following requirements when
providing service:
Welcome customers enthusiastically
- Welcome the customers proactively when they approach the table.
Greet them with a smile and pull the chairs for them, first for
ladies and then gentlemen.
- Help the customer proactively when he/she needs to take off
his/her coat or hat. Never carry the clothes upside down to avoid
articles falling out of the pockets.
- Serve napkins and tea after the customers are seated. Serve them
from right to left. Greet to the customers when serving napkins:
“Miss (or sir, etc.), please.”
Taking orders
- Hand the menu with both hands to a customer from his/her left side.
Do not pass the menu to a customer casually or throw the menu onto
the table. This is extremely rude.
- Wait patiently when a customer is ordering dishes. Do not urge the
customer.
- When taking orders, always wear a smile and stand to the left of the
customer. Bow slightly with the order book in hand and listen to the
customer’s orders carefully.
- When the guest hesitates about what to order, recommend
enthusiastically the chef’s recommendation and the special dishes of
the restaurant.
- If a dish ordered by the customer is not available, do not simply say,
“It is sold out.” Instead, apologize and explain politely, and tactfully
recommend other similar dishes to the customer.
- If a dish ordered by the customer is not listed on the menu, make
efforts to satisfy the customer other than simply replying “not
available”. You may say, “Please wait a minute. I will check with
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the chef and do what we can to meet your request.” Apologize and
explain to the customer if there is indeed difficulty, and then
recommend the customer to order other dishes.
- When the customer finishes ordering, wine or beverages are
recommended. After writing down all orders, repeat them politely
for the customer’s confirmation.
Considerate service
- Take out the napkins and put them on the customers’ laps politely. If
there are foreign customers (Westerners), silverware such as knives,
forks and spoons should be placed on the table.
- Follow strictly with the operation procedures when pouring wines or
serving dishes. Do not touch glasses or dishes with fingers. Never
pass a dish over the head of a customer.
- At a banquet, pour wine for ladies first, then for gentlemen. Stand at
an appropriate position when the host is making a toast to his/her
guests. Do not move around and keep quiet.
- Plan the timing and interval for serving dishes. Do not serve too fast,
which would result in messy stacking of dishes. If there is no space
on the table, take away the dish that contains the least food.
However, always have permission from the customers to avoid their
dissatisfaction.
- Some dishes take longer time to prepare. Tell the customers in
advance to avoid their complaint for waiting too long.
- After all dishes are served, inform the customers, “All dishes are
served. Please enjoy”.
- Answer readily when a customer asks about the ingredients and
assortments of dishes. If you are unable to answer right away, say:
“Sorry, I am not sure about it. I’ll find it out and get back to you
shortly”.
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- If the customers have not finished their meals after the restaurant’s
operating hours, never push them to leave or act impolitely, such as
collecting plates, cleaning the table or turning off the lights.
Bill settlement and departing customers
- When the customer finishes the meals, put the bill in a bill holder
and hand it to the customer from the left side. Say “thank you” to
the customer after the bill is paid. When they are leaving, say
goodbye to the guest, “Wish to see you again. Goodbye!
Customer Care
Greeting
2. Read the information and discuss it.
First impressions last a life time, or at least until the guests check out, so it
is important to make a good first impression. There are numerous expressions
that can be used when first greeting people. Some are very formal and
appropriate for greeting guests and some are more informal and should only be
used with friends or co-workers. Obviously, employees of the hotel industry
should use the more formal expressions; however, the less formal expressions
will also be presented to give learners a well-balanced repertoire to choose
from.
3. Practice the phrases.
Formal Expressions
Good morning (sir/ma’am)
Good afternoon (sir/ma’am). Welcome to (name of hotel/restaurant, etc)
Good evening (sir/ma’am)
How are you this morning (afternoon, evening, today)?
Less Formal Expressions
Hello
Hi
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What’s up?
How’s it going?
Of course, after the greeting, the dialogue must be continued, and what is
said then depends on the situation. When interacting with hotel guests that
continued interaction usually involves determining what the guest wants or
needs. A couple of standards that can be used in the hotel industry are:
How can I help you today ma’am (sir)?
Can I be of assistance?
How may I assist you?
May I assist you with anything?
What can I do for you today?
4. Role play the conversation.
Staff: Good morning Ma’am. Welcome to the (...Spa)
Guest: Thank you.
Staff: How can I help you today?
Guest: I’m here for a (....massage).
5. Work in pairs. Practice using the above expressions by having similar
dialogues with a partner, one partner taking the role of the guest and
the other the role of the staff.
Introductions
6. Read the information and discuss it.
In normal social situations, to continue an interaction after a greeting, it
is customary for people to introduce each other by giving their names
(assuming of course they are meeting for the first time). But remember, that not
all hotel employees would normally exchange names with a guest. For
example, a bell man would not usually tell a guest his name, but a waitress in a
restaurant may, as part of the standard restaurant greeting (such as “Welcome
to the Beef House. My name is Rebecca and I’ll be your waitress tonight”).
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Guest service representatives who interact with VIP guests may be more
inclined to make a formal introduction as part of the extended service provided
VIP’s.
7. Practice the phrases.
Hello I’m …(Emily Pearson)
What’s your name? My name is…(Bob Friendly)
It’s a pleasure to meet you. Nice to meet you, too.
Allow me to introduce myself. I would like to introduce myself.
This is … (Mrs. Harris)
I would like to introduce… (my boss, Mr. Larson).
Please allow me to introduce ... (my friend John).
8. Role play the conversation.
Introducing yourself
Staff: Hello, I’m Ms. Jandee.
Guest: Hello, Ms. Jandee, I’m Susan Appleton.
Guest: My name is John Grey.
Staff: Nice to meet you Mr. Grey, I’m Mrs. Sukjoy.
Guest: I’m George Franks. What’s your name?
Staff: My name is Sopida, Sopida Hakam. It’s a pleasure to meet you Mr.
Franks.
Guest: Allow me to introduce myself. My name is Frank Jeffers.
Helen: I’m delighted to meet you Mr. Jeffers. My name is Pornpan Orasa.
Introducing others
On occasion, you may find yourself in a situation where you have to
introduce one person to another. Look at these possible expressions that are
used for this.
Peter: Sam Kellogg, I would like to introduce Miss Helen Cranston.
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Sam: Hello Miss Cranston, nice to meet you.
Helen: Nice to meet you too Mr. Kellogg.
Bob: Min Ju, this is my friend Betty Watson.
Min Ju: Hi Ms. Watson, a pleasure to meet you.
Betty: Same here.
Alice: Harry, let me introduce my supervisor, Mr. Lee
Harry: Mr. Lee, it’s good to meet you.
Mr. Lee: Good to meet you too. But please, call me Sammy.
9. Practice using the above expressions by having similar dialogues with a
partner, one partner taking the role of the guest and the other the role
of the staff.
IF GOOD
How are you? Great.
How’s it going? Couldn’t be better.
How has your day been? Fantastic.
IF SO-SO
How have you been? Could be worse.
How’s the family? Fair to middling.
Did you have a good day? I can’t complain.
IF BAD
How do you feel? Not too good.
How was your day? I’ve had better days.
Have you had a good day? No, it was lousy.
10. Role play the following dialogue.
Staff: Good afternoon, welcome to The Plaza.
Guest: Hi.
Staff: How can I help you today?
Guest: I need to check in.
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Staff: Of course sir, My name is Sopida Hakam and I’ll be your guest
representative during your stay. Could I have your name please?
Guest: Freddy Benson.
Staff: Yes Mr. Benson, here you are. And how are you today?
Guest: Tired actually, it was a very long flight.
Staff: Well, I’ll get you checked in as soon as possible so you can relax.
Farewells
11. Read the information and discuss it.
After greetings, introductions, and polite conversation people will go
their separate ways. There are numerous expressions that can be used when
giving farewells. Some are more formal than others. Obviously the more
formal expressions are more appropriate when interacting with guests
More Formal expressions
Goodbye. Thank you for coming. Have a pleasant day.
Goodbye, please come again.
Goodbye, I hope to see you again.
Less Formal Goodbyes
See you later (soon)
So long
Good bye (bye) Please come again.
I have to run.
I have to be going now.
Catch you later. See you again
12. What is chit chatting? Read and find out.
Chit Chatting
Ok, you have greeted the guests, completed the necessary business (such
as checked the guests in, asked them to have a seat while their table in being
prepared in a restaurant, or given them their order at the bar). Now what?
People, being the social animals they are, many times feel uncomfortable just
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standing around and not interacting in any way. Let’s face it; almost nobody
likes to be ignored. But how do you continue social interactions during these
awkward moments? Chit chatting is the solution.
Chit chatting is a natural and very common form of communication
between strangers. With someone you know, continuing a conversation is easy.
You would naturally talk about things you both have in common, such as the
job, other friends, sports, etc. With strangers, such as guests, chit chatting
becomes a little more difficult. It is harder to find common areas of interest.
Also some topics should not be asked about because they would be too
personal. Such topics include: Are you married? How much money do you
make? What is your religion or political affiliation? These types of topics are
too personal and should be avoided, unless of course the stranger brings them
up first. Even then, be leery. So what can you talk about? Below are a few safe
suggestions.
Is this your first trip to (....Moscow)?
Are you enjoying your stay so far?
How do you like the weather?
What country are you from?
What’s the weather like in your country?
What have you done so far since being here?
Are you getting a lot of good photographs?
Have you been to any interesting places since you arrived?
Have you had any local dishes that you particularly like?
Have you purchased many souvenirs yet?
How was the flight here? (for a guest first arriving, but don’t ask this if
they have been in the hotel for a few days)
To continue a conversation in a natural manner it is important to listen to
the other person very carefully. Many times, what they say will give you ideas
about what you should say or ask next.
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13. Role play the following dialogue.
Staff: How do you like the weather on the island?
Guest: It’s very hot, much hotter than I expected.
Staff: So, what's the weather like now in your country?
Guest: It’s cold and snowy.
Staff: (seeing a guest with numerous shopping bags): Did you have a good
time shopping?
Guest: Yes, I spent all morning in Patong.
Staff: Were you buying souvenirs for the folks back home?
Guest: That, and a few personal items.
Dealing with Guests’ Requests
14. Read the information and discuss it.
In order to get the most satisfaction (and their money’s worth from their
stay) guests make requests. Most of these requests will be reasonable, such as
asking for more napkins in a restaurant or having a burnt out light bulb
replaced in their room. Some requests may be outrageous and outside the
normal service parameters of the hotel. In either case, the requests must to
politely listened to and professionally attended to.
Possible guest’s requests
Could I have another order of garlic toast?
I would like extra soap and shampoo left in the room.
Would it be possible to get a two-minute boiled egg?
Could you arrange a tea time of 7:00 am for four at the Country Club?
The guests in the next room are very noisy. Could we change rooms?
Is it possible to get free samples of all the facial products the spa sells?
Responses to requests
Yes sir, I’ll take care of that right away.
I’ll attend to that immediately.
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I’m not sure; let me talk to my supervisor. I’ll be back in a moment.
Of course ma’am, I’ll get right on that.
Certainly sir, I’ll be right back with that item.
I’ll see if I can find some.
I’ll get some right away.
15. Role play the following dialogues.
Bell Desk
Guest: Please be very careful with that bag, there are fragile items inside.
Staff: Not to worry sir, I’ll be extremely careful.
Engineering/maintenance staff
Guest: Is it possible to fix the drip in the sink. It keeps me awake at night.
Staff: I’ll take a look at it right away, sir. It probably just needs a new washer.
Food and Beverage staff
Guest: Instead of herbal tea, do you happen to have Earl Grey?
Staff: I’m sorry ma’am, but the herbal tea is all we have at the moment.
Front Desk Staff
Guest: Could you fill out the form for me? I hurt my writing hand?
Staff: Of course, sir. First, how do you spell your family name?
Health and Leisure Staff
Guest: Could I get more weights added to this machine. This is no challenge at
all.
Staff: I’ll get more weight right away. How much more would you like?
Housekeeping Staff
Guest: Is it possible to get another pillow. This one smells funny.
Staff: Of course ma’am, I’m very sorry. I’ll bring you a new one as soon as I
finish up with the room, if that’s OK.
Guest: Thank will be fine, thank you.
54
Kitchen Staff
Guest: Could I get fresh pineapples finely diced mixed in with the pancake
batter?
Staff: Of course sir, as you like.
Spa Staff
Guest: Could I get a free sample of these products?
Staff: Which products would you like samples of?
Guest: How about all of them?
Staff: We don’t have samples for all of the products, but you can have the
samples we have.
16. Practice using the above expressions by role playing the following
situations with a partner, one person taking the role of the guest and
the other person taking the role of a hotel staff.
Bell Desk Staff
• The guest requests help to get luggage from the trunk of his car.
• The guest requests to leave luggage at bell desk while he has a drink.
• The guest requests a luggage cart.
• The guest requests luggage be put on bed in the room.
• The guest requests that luggage be delivered to his room while he eats
lunch.
• The guest requests that staff to be careful with a large fragile package.
Engineering/ Maintenance Staff
• The guest requests a light bulb be replaced.
• The guest requests that the TV set be repaired.
• The guest requests that maintenance staff return for repairs in 30 minutes.
• The guest requests a broken chair be replaced or repaired.
• The guest requests that a stuck patio door be unstuck.
• The guest requests that air conditioning filters be changed.
55
Food and Beverage Staff
• The guest requests an unknown cocktail (the guest will tell the bartender
how to make it).
• The guest requests a high chair for her child.
• The guest requests a birthday cake with nine candles.
• Guest requests an ashtray in a non-smoking restaurant
Front Desk Staff
• The guest requests help in changing an airline reservation.
• The guest requests a rental car to be arranged.
• The guest requests help filling out the registration form.
• The guest requests the chef to prepare a meal using the guest’s recipe.
• The guest requests a daily newspaper to be delivered to his room by
5:00 am daily
Housekeeping staff
• The guest requests softer pillows.
• The guest requests his room to be cleaned only after 3 pm.
• The guest requests more shampoo to be left in the bathroom.
• The guest requests not to have the mini bar restocked daily.
• The guest requests the bathtub to be disinfected daily with bleach.
Spa
• The guest requests a free sample of all products.
• The guest requests a massage before the normal Spa hours.
• The guest requests a cup of hot Earl Grey tea, with milk after the
massage, instead of the house tea.
• The guest requests to change an appointment time.
17. Write the correct word on the line that will complete the sentence.
tour
noisy
get
like
mind
messy
working
room
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gym
apron
airline
early
seeds
slices
change
freshly
crib
range
shampoo
replace
1. Do you _________ changing my __________ reservation?
2. Could I get a _______ put in my ____________ for the baby?
3. Could we _____________ rooms? Being so close to the elevator is too
________.
4. Could you _________ for a ________ to Phi Phi Island for us?
5. I’d like to ___________ pancakes with bananas and peach
____________ on them?
6. I would ___________ extra soap and _____________ left in the room.
7. Could you _____________ the iron? It doesn’t seem to be
______________.
8. Can I get a ___________ peeled and sliced apple with the
_____________ removed?
9. My child is very__________. Could you make sure my child wears an
__________ when painting
10. Is there any way to have the ___________ open a half an hour
_________?
Offering Help and Advice
18. Read the information and discuss it.
As a member of the hotel industry you will inevitably find yourself in a
situation that requires you to offer help or assistance to a guest. This situation
may present itself as an absolute necessity or one of simply polite
behavior. In either case, knowing what to say in those situations will hold you
in good stead with the guests. At times, you will be in situations that you will
offer your help and at other times you may be asked to respond to a
guest that has requested help.
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19. Practise the expressions.
When offering help
Would you like some help?
Can I give you a hand?
Do you need any help?
May I offer my assistance?
Need any help?
When asking for help
Could you give me a hand?
Would you mind helping me
out?
Could you help me please?
I need some assistance please.
When responding to help
Of course ma'am, what can I do
for you?
Oh course sir, how can I help?
Of course, what do you want
me to do?
I’d be happy to assist you.
Yes sir, how can I assist you?
20. Role play the following dialogues.
Bell Desk Staff
Staff: Excuse me ma’am, could I help you with your bags?
Guest: That would be great thanks.
*
Guest: I don’t understand what the taxi driver is trying to say. Could you
translate for me?
Staff: Of course sir, I’d be delighted to help.
Guest: Oh, thank you. I would really appreciate that.
Engineering/Maintenance Staff
Staff: Would you like me to help you reset the safe combination?
Guest: That would be great thanks.
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*
Guest: Could you set the thermostat to 27°.
Staff: Of course sir, I’d be happy to.
Food and Beverage Staff
Staff: Would you mind holding my dog while I dig some money out of
my purse?
Guest: Certainly ma’am. What’s the dog’s name?
*
Guest: Could you watch my child for a second while I go get her some
ice cream?
Staff: Of course ma’am, I’d be delighted to.
Front Desk Staff
Staff: Could I hold you packages while you sign in?
Guest: Thanks, that would help a lot.
* Guest: Excuse me, but can you help me?
Staff: Of course ma’am, what can I do for you?
Guest: Someone just stole my purse off my shoulder outside the hotel.
Staff: That’s terrible. Why don’t you sit down here and I’ll call the
police for you.
Guest: Thank you, I appreciate your help.
Health and Leisure Staff
Staff: Let me help you add some more weights, sir.
Guest: Thanks, much appreciated.
*
Guest: Could you give me a hand?
Staff: Of course sir, what do you need?
Housekeeping Staff
Staff: Pardon me sir, but it looks like you could use some help with
those packages.
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Guest: I sure could, thanks.
* Guest: Could you help me set the ironing board and iron please.
Staff: Of course ma’am. Where would you like it set up?
Kitchen Staff
Guest: Could you assist me in operating this coffee dispenser.
Staff: My pleasure ma’am. You have to press down here.
Spa Staff
Staff: Let me help you with those packages ma’am.
Guest: Thank you, that’s very kind.
* Guest: Could you help me take off my shoes. I hurt my back this
morning and it’s hurts to bend over.
Staff: Of course sir.
Describing Facilities
21. Read the information and discuss it.
Most hotels offer their guests many facilities and amenities for their use
and enjoyment. The facilities may include pools, sauna and steam room, a
number of restaurants, a health center, tennis courts, putting greens, programs
for children, a business center, etc. Throughout the course of the day a guest
may ask a hotel employee about any one of them. Questions that a guest might
have are: does the hotel have a particular facility, where it is located, when are
its hours of operation, how much it costs, do the facility staff speak English,
etc.
Guests may also ask about facilities or places outside the hotel. Such
places may be a diving school, and historical site to visit, a hot night club, or a
panoramic vista. The list could be endless. The more knowledgeable a hotel
staff is about the local facilities and points of interest, the better service they
will be able to give to the guests.
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22. Look at these examples of guest’s requests about facilities
Is there a sauna at the hotel?
Which restaurant in the hotel has a European menu?
Where can we see a good live band?
I am looking for a hot night club. Do you know any?
Do you know where I can find fine jewelry?
Where’s a good place to see a movie?
23. Role play the dialogues.
1
Guest: We’re looking for a good restaurant for dinner?
Staff: What kind of food are you interested in?
Guest: Since we are in Thailand, we want to try Thai food.
Staff: The Thai Restaurant is always a good choice.
Guest: Thank you very much. We’ll try it.
2
Guest: Could you recommend a place to take our kids? They’re getting
bored at the beach.
Staff: There’s a movie theater in Phuket Town at Central Festival they
might enjoy.
Guest: Well maybe. Is there anything else more exciting?
Staff: Lots of kids seem to have a great time at the Go-Cart track.
Guest: No way. That’s way too dangerous.
Staff: Have they ever ridden an elephant?
Guest: No, but is it safe?
Staff: Oh, absolutely. The elephants are well trained and the trainer leads
the elephant along the path. Riders are strapped into the seats with
safety belts, just like in a car. And to be truthful, the rides are not
that long - 30 minutes or so.
Guest: That sounds OK.
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3
Guest: I need to check my e-mail. Is there an Internet café near here?
Staff: Certainly, sir. The Business Center at the hotel has Internet access.
Guest: Can I also surf the Internet there? I need to find some information
for a meeting.
Staff: Absolutely sir.
Guest: Can I also save information to a disk or flash memory?
Guest: Ok, thank you.
Staff: My pleasure, sir.
24. Match the appropriate responses with the questions by putting the
correct number of the question on the line.
1. Where can I get a good work
out?
2. We’re looking for a Thai
restaurant. What would you
suggest?
3. Does the hotel have facilities
for getting online?
4. Is it possible to eat by the pool?
5. Does the hotel have activities
for children?
6. Where can I do some shopping
for souvenirs?
7. I’m looking to try an easy water
sport. Do you have any
suggestions?
8. Does the island have any good
golf courses?
9. My kids want to see a movie?
a. Certainly sir, the Business
Center can handle all of your
needs.
b. You might try Patong beach
road. There are a multitude of
shops that cater specifically to
tourists.
c. Absolutely sir, the Kids Club
provides planned activities for
children from four to twelve.
d. Yes sir, let me get you a
brochure that describes them
and their locations.
e. Well, you could always go on a
snorkeling tour. They’re always
fun and require little skill.
f. The hotel gym is available for
your convenience.
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Where should we go?
10. I understand that there are a
number of beautiful Buddhist
temples on the island. Is that
correct?
g. There is a movie theater at
Central Festival Phuket City.
h. Of course, sir. Would you like
me to reserve tea off time for
you?
i. The Thai Thai Restaurant
located by the Lost Horizons
pool is always an excellent
choice.
j. Of course sir, just ask any of the
pool staff for a menu.
Bill Settlement
25. Read the definitions of the words. Give their Russian equivalents.
Supplement: An addition to something
Amount: The cost of something
Sub-total: The amount of part of a bill
Total: The entire cost of something
Exchange Rate: The cost of one currency compared to another
Room Rate: The price of a room at a hotel
Charge: To pay for something with a credit card
Discount: An amount subtracted from the total
Invoice: Another word for bill
Coupon: A paper with a set price (usually discounted) for a good
Balance: The amount of money remaining (usually in a bank
account)
Debit: To subtract from a balance
Credit: To add to a balance
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Deposit: To put money into a bank account
Gratuity: An extra amount added to a bill given to a waiter or
waitress for good service
Tip: A gratuity
Service charge: An additional amount added to a bill
Tax An amount added to a bill that goes to the government
26. Practise the expressions.
From Staff From Guests
Will that be cash or charge?
How will you be paying?
Could you sign here please?
Here’s your change, sir.
Would you like a receipt?
I’ll check the bill again if you
like.
Let me double check that for
you, ma’am.
Sorry about the mistake, sir.
Is a service charge included in
the bill?
I’ll be paying in cash.
Can I charge this to my room
and pay when I check out?
I’d like to use a credit card.
Do you accept VISA or
MasterCard?
There you are.
That’s OK, keep the change.
Could I have a receipt please?
This seems a bit much. Can this
be right?
Is a tip or gratuity included in
the bill?
I think there’s been a mistake
on the bill.
27. Role play the following dialogues.
1
Guest: Could I have the check please?
Staff: Of course sir, I’ll be back in a moment.
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Guest: I’d like to check out, please.
Staff: Of course, sir, could I have your room number and room key?
Guest: The room was 333. Here’s the key.
Staff: Did you use the mini bar, sir?
Guest: Yes, I had a couple of sodas.
Staff: The total comes to $577.99. Will you be charging this, sir?
Guest: Yes, put it on my Visa Card.
Staff: Could you sign here please? And thank you for staying with us.
Guest: There you go. Thanks
Guest:
2
How will you be settling your bill, sir?
Staff: I’ll be paying in cash.
Guest: Yes, sir, here’s the bill.
Staff: Excuse me, but what is this charge for?
Guest: Let me see, it’s for an apple pie.
Staff: But we didn’t order apple pie.
Guest: I’m terribly sorry for the error, sir. Let me refigure this. Here you
go, sir.
Staff: That looks right. Thank you.
Guest: Sorry for the error sir, and please come again.
Staff: Would you like to pay for the tennis court in cash or charge it to
your room?
Guest: Just charge it to my room please.
Staff: Yes sir, if you could just sign here.
Guest: There you are.
Staff: Thank you sir, have a pleasant day.
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28. Write the correct word on the line that will complete the sentence.
will
cash
do
mistake
high
checks
service
how
paying
bill
been
charge
settling
a lot of
brochure
accept
would
receipt
cash
much
1. Will that be _____________ or ______________?
2. ___________ you _____________ VISA cards?
3. There are _____________ guests at the hotel during the
__________season.
4. There isn’t __________ information in this ______________.
5. A ___________ charge is included in the _____________________.
6. _____________ will you be _____________?
7. This can’t be right! I think there’s ____________ a ____________ on
the bill.
8. Can I ___________ some travelers ________________?
9. ________________ you like a ______________?
10. How _____________you be _________________ your bill sir?
29. Match the appropriate responses with the questions.
1. How will you be paying today,
sir?
2. Do you accept Master Card?
3. This bill seems to be really
high. Is this right?
4. That will be 39.75, sir.
5. Could I have a receipt please?
a. I’m sorry for the mix up sir. Let
me correct that.
b. Yes it does, sir.
c. You can do that at the front
desk, sir.
d. No, that’s OK. I’ll pay cash.
e. With the prices you charge! No
way.
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6. Does this include the service
charge?
7. Would you like that charged to
your room, sir?
8. Did you have anything from the
mini bar, sir?
9. Does the bill include the cost of
coffee?
10. Where can I exchange dollars
into the local currency?
f. I’m sorry, sir, we only accept
Visa or American Express.
g. Here’s $50. Keep the change.
Of course ma’am, here you go.
h. With cash.
i. I didn’t have any coffee.
j. I’ll double check it for you sir,
if you like.
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Unit 3
Customs and Etiquette of Different Nations
1. Study the information about customs and taboos of major tourist areas.
Japan
Customs and etiquette
Take off your hat and bow to express sincerity when greeting people.
Exchange business cards and bow but do not shake hands when meeting for
the first time. Only old friends or acquaintances would shake hands.
“Sir” is not an appellation to address everyone. Only educators and doctors
are called “Sir”.
A guest should not take off his/her coat before the host does.
When a host or a waiter pours wine, he should hold the handle of the flagon
with the right hand and support the bottom with the left. The mouth of
flagon should not touch the glass. The guest should hold the glass with the
right hand and support the bottom with the left when accepting the wine.
Making sound while having soup indicates that the guests enjoy the food.
Taboos
It is a taboo to point at people by holding out four fingers with the thumb
clenching inside. This gesture is used to indicate the lowest class of people
in Japanese society.
It is a taboo to present gifts in the number of “9”. This would cause
misunderstanding because they would think that you regard them as bandits.
In Japan, it is a taboo to insert chopsticks vertically into the rice, it indicates
as a sacrifice to the deceased.
It is a taboo to put the glass on the table and let the guests pour their own
wine. This is regarded as disrespect.
It is a taboo to fill a rice bowl too full when serving guests. Do not fill-up a
guest’s bowl with rice simply by one scoop. This act is considered as
disrespectful to the guest.
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Republic of Korea
Customs and etiquette
When a junior meets a senior, or a subordinate meets his superior, he/she
should bow, greet and then step aside to let the other person walk first in
order to show respect.
When men greet each other, they bow to each other only once and shake
hands only with right hand or both hands.
When a man meets a woman, the woman should bow first and greet the
man.
When a group of people get together, the order of seating are usually
determined on the basis of their respective status and age. When men
and women sit together, women sit on the left of men.
When eating at the same table with a senior, do not start eating unless
the senior eats first.
When proposing a toast, hold the bottle with the right hand and support
the bottom with the left. Then bow and make your toast before you pour
wine.
Taboos
After greeting each other, do not smoke before obtaining consent from
the other party. Do not ask a senior or a superior for a light.
When you meet a woman, do not offer your hand first for handshaking
to show enthusiasm. Instead, you should nod with a smile.
It is a taboo to talk loudly at public places. A woman should cover her
mouth with a handkerchief when laughing to avoid impoliteness.
Keep quiet and never speak loudly when dining. Loud speaking is
impolite to others at the table.
Koreans have a strong dislike towards the number “4”. The number “4”
is a taboo in the numbering of floors, the army and the hospitals etc.
When visiting a temple or family, take off your shoes at the entrance.
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India
Customs and etiquette
When meeting people, put your palms together (Namaste) and hold them
up to the face to express greetings or blessings.
In order to express reverence to a senior, the junior should bend down
and touch the feet of the senior when greeting.
When welcoming a distinguished guest, the host will present a garland
and put it around the neck of the guest. The size of the garland depends
on the status of the guest.
In the course of conversation, sway your head to the left to show
approval other than nodding. Nodding means disagreement.
Indians use their right hand for eating, gifts or serving tea. They do not
use their left hand nor both hands.
They eat with their fingers.
Taboos
It is a taboo to nod when putting palms together.
It is a taboo to offer your hand to a woman for handshaking. Do not talk
to a woman alone even if in public places.
The cow is a sacred animal in India. It is a taboo to wear cowhide shoes
or use cowhide trunk.
It is a taboo to use your left hand to pass things to others. They believe
the left hand to be dirty.
Indians are not allowed to eat beef.
When taking or receiving food at table, use the right hand only. Do not
use the left hand. This is considered offensive and unclean. Never use
the left hand except in the washroom.
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Thailand
Customs and etiquette
When meeting friends, put your palms together (Namaste) in front of
your chest, bow your head slightly and greet each other.
When a junior does Namaste to a senior, he/she should hold his hands up
to the forehead. The senior should also do Namaste in return to accept
the greetings of the other person.
People usually use their right hand to pass objects to show respect, or
with both hands on formal occasions. Passing things with the left hand
would be regarded as contempt for others.
If there is a senior, a junior has to sit on the floor or kneel down to avoid
his/her height exceeding the head of the senior. Or he would be regarded
as extremely disrespectful to the senior.
When walking past people who are seated, bend down slightly to show
respect.
Take off your shoes when entering the living room of the local people.
Thai do not drink hot tea. They usually put ice into tea and make ice tea.
Taboos
It is a taboo to touch the head of a Thai. It is regarded as an insult.
People believe that if a child’s head is patted, the child will fall ill.
Do not pass an object to a seated person over the person’s head.
Feet are regarded as a lowly body’s part. It is a taboo stretching your
legs to the front of others, kick the door with the foot or lift up your leg
when seated. Do not pass anything to others by kicking.
It is a taboo having the sole of a shoe facing others. This is regarded as
trampling others and it is a humiliating act. It is a taboo to discuss
politics, corruption, the royal family or personal matters such as asking
people how many wives they have.
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Thailand prohibits sales of alcoholic drinks after 00:00 am. It would be
equally illegal to ask the waiter for alcoholic drinks after 00:00 am.
United States
Customs and etiquette
When meeting with an unacquainted person for the first time, they
would address each other by the name, or simply smile and say “Hello”.
When meeting a guest, handshaking is the most common etiquette.
When parting, people do not shake hands. Instead, they just wave to each
other or simply say “Goodbye”.
If you are invited to a friend’s house, prepare a small present for the
host.
Write a letter to express your gratitude after receiving a gift, attending a
party or receiving help from a friend. Americans rarely drink tea. They
like to drink ice water, mineral water, Coca-Cola, beers, etc.
When having a meal, put the napkin on the thigh and wipe the lips gently
with the napkin after eating.
Taboos
A black cat is regarded as an ominous animal and a white elephant as a
useless burden. Therefore, do not present gifts with such images.
It is a taboo to ask about one’s age or income.
Black Americans do not reject the term “Black”, but they would be
irritated to hear the word “Negro” because Negro refers to the blacks
who were trafficked to the United States from Africa as slaves.
Leftovers, fish bones and other bones should be left on the plate. Do not
leave them on the table.
Numbers “13”, “3” and the day of “Friday” are taboos. They are
believed to represent bad luck.
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United Kingdom
Customs and etiquette
Titles are used to address a senior, superior or an unfamiliar person. Put
an appellation such as title, rank or “Mr.”, “Ms”, “Mrs.” or “Miss”
before the name of the person.
People never say “going to the washroom” but “Excuse me for a few
minutes” or “I need to wash my hands”. Terms such as “Please”,
“Excuse me” and “Thank you” to show politeness are used frequently.
People advocate gentlemanly behavior. For example, when a man and a
woman enter a room at the same time, the man should open the door for
the woman; and the man should pull the chair for the woman at dinner.
Hold the cup when drinking coffee, the coffee spoon shall be placed on
the saucer.
Avoid making sound while eating.
Taboos
It is a taboo to use elephants or peacocks in product design. British
people considered elephant to be foolish, and peacock is a bird of
misfortune.
It is a taboo to talk about one’s salary, age or political preference
Do not leave the spoon you use in the soup bowl or coffee cup.
Similar to the Americans, the term “I am sorry” should not be spoken
recklessly since it has the indication of “admitting a fault”. This
expression would be used as evidence against you. It is substantially
different from the meaning of “Excuse me” or “Never mind”.
The number “13” is a taboo, which originated from the Last Supper
shared by Jesus and his Twelve Apostles. As a result, “13” is regarded as
ominous.
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France
Customs and etiquette
People shake hands when meeting guests on socializing occasions.
Young women and ladies would give a curtsy. Usually a woman offers
her hand to a man first, a senior offers his/hers to a junior, and a superior
to a subordinate.
It is a local practice that men kiss the cheek of one another when they
meet.
Never make loud noises or wild gestures recklessly at public places.
When men and women sit together and attend an entertaining event, the
women should sit in the middle and men on both sides.
People drink wine instead of water when having a French meal.
French advocate gentlemanly behavior and have a respect for women.
When proposing a toast at table, they would offer a toast to women first,
even if the status of the women is lower than the person.
Taboos
It is a taboo to give presents when meeting someone for the first time.
This is regarded as without social civility and rude.
It is a taboo to present cosmetics such as perfume to a French woman.
This would incur a suspicion of undue intimacy or sinister intention.
It is a taboo to call an elderly woman “old lady”. They would be
unhappy to hear that.
French women are used to putting on makeup. Therefore, they would be
unhappy if the service staff offer them wet towels.
It is a taboo to ask people about their political preference, salary or
private matters. Do not pickup the plates or make sound while eating
pasta.
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Italy
Customs and etiquette
“Lady first” is a rule for all socializing occasions.
Kissing is the way to greet an intimate friend. The two people touch the
cheeks of each other twice or thrice and make sounds of kissing.
Consider something that denotes happiness when selecting a gift.
When friends get together, they usually pay for themselves unless
someone indicate clearly that he would pay for others.
Ladies start to eat first at a banquet.
Gentlemen would wait for ladies to start before they do. Do not wear
short skirts, short pants or vests when entering a church. Wear trousers,
long skirts and clothes that can cover your shoulders to show respect.
Italians are used to being late. They regard it as a graceful behaviour.
Taboos
It is a taboo to sneeze or cough in the face of others. This is very
impolite.
Do not present red roses to a female friend because red rose represents
affection.
Do not give chrysanthemums as they are used in funerals. Do not leave
ketchup in the bowl or plate after finishing your pasta.
Do not keep your hands on your lap during the meal. Never smoke
without obtaining consent from other people around you. That is a
disrespectful act.
It is a taboo to give handkerchiefs to others as presents because
handkerchief represents separation of family members or friends.
Germany
Customs and etiquette
When shaking hands, look at the other person with sincerity. Shake
hands firmly and keep shaking for a moment.
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When a man visits a friend, unwrap the flowers in the hallway and offer
the flowers to the hostess. In relation to the order of seating, seats on the
right are seats of honor. Therefore, ladies and persons with higher
positions should sit to the left of the host.
Finish everything on your plate. Westerners like the numbers “3” and
“7”, believing that these two numbers represent good luck.
Germans believe that meeting a chimney sweeper on the way would
bring good luck for that day.
Germans never mixed business with pleasure.
Taboos
It is a taboo to put your hands in the pockets when talking. This is
regarded as rude.
Avoid giving chopping knives, swords, scissors, knives and forks as
presents.
It is a taboo to celebrate birthday in advance. Do not drink water during
a meal. Therefore, order beer or wine during a meal.
Non-drinkers may choose juices.
Do not use tissue papers to blow your nose. Use a handkerchief instead.
Do not take off your shoes in front of others. This is considered as a
barbarian act.
Spain
Customs and etiquette
Wear formal and conservative clothes for business appointments. Arrive
ahead of schedule.
Spaniards do not like to lose face, so they do not like publicly admitting
they are wrong.
Spaniards take lunch as the formal meal of the day. The family usually
gets together for lunch.
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Food made from wheat is the major food in Spain. Cool soup is the
favorite of Spaniards.
Lady should wear earrings, and a lady without earrings is like not
wearing any clothing on her body.
Women use fans to express different meanings. For example, folding a
fan means “You do not deserve love”.
Taboos
It is a taboo to discuss religion, family or occupation. Never criticize
bullfight.
The gesture of OK is regarded as a vulgar gesture.
It is extremely disrespectful not to give your business card in return
when exchanging cards. It is a taboo to hold up the plate to eat. This is
very impolite.
When a Spaniard invites you to have a meal at his home, he may
probably be making some polite remarks only. Do not accept the
invitation immediately. Instead, try to find out if he really means it. The
number “13” and the day of Friday are believed to be ominous.
Chrysanthemum and dahlia are taboos. They are believed to be symbols
of death.
Russia
Customs and etiquette
When people meet, they shake hands on most occasions. Remove your
gloves when shaking hands. Do not sway the hand of the other person.
Women may hug and kiss each other when they meet, and men only hug
each other.
Respect is shown to women on socializing occasions. For example, men
take off the overcoats, open doors and find seats for women, and
distribute dishes for women at a banquet.
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Smiling is not regarded as a necessary form of etiquette. On the contrary,
casual smiles are considered factitious (fake). It is fine to drink a large
quantity of wine, but do not get drunk.
Leaving a small amount of food on the plate indicates that the host has
provided ample hospitality. A woman should never drink in a bar or
restaurant alone because a woman drinking alone is usually considered
to be waiting for a man.
Man are expected to bring flowers in a visit.
Taboos
Do not offer your hand first when greeting an elderly woman. Shake
hands with her only until she offers her hand.
Traditionally, the left side is regarded as unlucky and the right lucky.
People regard it impolite to shake hands or passing objects with the left
hand.
Respect women. Never ask about their ages or the prices of their clothes.
Do not talk about politics. Do not address others by their nicknames
before getting to know each other very well.
It is a taboo to pat someone on the shoulder because this stands for
challenging an opponent for a fight.
Salt is regarded as treasure and a kind of sacrificial offering. Salt is
believed to have the effect of exorcising and eliminating misfortune. It is
a taboo to overturn a salt bottle or splash salt on the floor when visiting a
friend or dining at a restaurant. This is regarded as ominous.
Mirrors are mysterious articles. Breaking a mirror means destroying a
soul. Therefore, it is a taboo to break someone’s mirror in Russia.
Breaking a cup, a dish or a plate indicates wealth and happiness.
Therefore, people would break some dishes and plates on purpose at a
wedding banquet, a birthday banquet or other important ceremonies.
Do not give yellow flower, it is considered as ominous.
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2. Read the case-studies and see how the problems of interpersonal
communication are solved here.
Cases of etiquette and taboos
Case 1: Welcoming Ceremony
Miss Koo is assigned with responsibilities for her warm-hearted
personality and outstanding performance. Once, the company sent her to
Thailand with several colleagues for a business trip. Miss Koo and her
colleagues were warmly received by the host when they arrived at the
destination. To show his respect for the guests from Hong Kong, the host held
a special reception dinner for them. When the host presented the gift to Miss
Koo, she accepted the gift with her left hand as she is a left-hander. Suddenly,
the host pulled a face at Miss Koo, and he puts the gift heavily on the table and
turned his back on Miss Koo.
Case 1: Analysis
It is necessary to know the etiquette and taboos of different countries
when making interpersonal contacts with guests of different nationalities. Miss
Koo caused unhappiness at the dinner because she did not know the etiquette
and taboos in Thailand. In some Southeast Asian countries such as Thailand, it
is a taboo to pass an object or shake hands with the left hand.
We can learn from this case that we need to know the basic information,
daily life, practices, customs, etiquette and taboos of different countries in the
world when attending international business trips or traveling abroad. In this
way, we will be able to respect the religions, customs and taboos of others and
establish a good business partnership.
Case 2: Lady First
Simon, a hotel porter, was looking at an approaching white limousine.
The driver pulled the limousine skillfully and precisely at the hotel entrance.
Simon saw two gentlemen seated in the back seat and a Western lady in the
79
front. He stepped forward immediately, opened the back door and put his hand
over the heads of the guests while they got out. After that, Simon stepped
quickly to open the limo’s front door for the lady. However, the lady looked
unhappy and this made Simon perplexed. As a rule of thumb, people of higher
status usually sit in the back, and serving important guests (VIP) first is also
the hotel’s priority.
Why was the lady unhappy? What was Simon’s mistake?
What is the proper procedure to open car doors for guests?
Case 2: Analysis
One of the popular protocol in the West is “Lady first”. Men should
always be considerate of women in socializing occasions or at public places.
For example, a man should always let the woman get on the vehicle first; when
getting off the vehicle, the door should be opened for the woman. It is polite to
open or close the door for the woman. The Western lady was unhappy because
Simon did not open the door for her first according to international
practice/protocol.
Case 3: Reception’s Etiquette
A travel agency in the mainland serves foreign tourists was going to
receive a group of Italian tourists. Out of sincerity, the travel agency ordered a
batch of silk handkerchiefs made in Hangzhou as gifts to the tourist. Each
handkerchief was embroidered with patterns of flowers and grass, and looks
beautiful and decent. Each handkerchief was packed in a delicate paper box
with the logo of the travel agency on it.
The tour guide brought along the well-packed handkerchiefs and
welcomed the Italian tourists at the airport. His welcoming address was warm
and well-spoken. On the coach, he presented two boxes of handkerchiefs to
every tourist as a gift.
To his surprise, the tourists were upset. A lady was very unhappy and
yelled in anger. The tour guide was confused. He presented the gifts out of
80
goodwill, but instead of receiving compliments from the tourists, he received
this unexpected reaction from them.
Why did the Italian tourists have such reaction?
Case 3: Analysis
According to Italian customs, people would give a handkerchief as a gift
only when they leave after gathering together for a long time. Giving a
handkerchief represents “wiping off tears for the parting”. The Italian tourists
had just started a pleasant journey, and the tour guide gave them handkerchiefs
to “wipe off their tears for parting”. The tourists were certainly upset. The lady
yelled in anger because the patterns of chrysanthemum were embroidered on
the handkerchiefs. Chrysanthemum is an elegant flower in China, but in Italy,
it is a flower offered to the deceased. The Italian lady was certainly annoyed
and angry. Therefore, when receiving foreign tourists and during socializing
occasions, we should understand their customs in order to show our respect.
Case 4: Cultural Differences Between the East and the West
An English lady was traveling in Hong Kong thought highly of her tour
guide. She thought the girl has good customer services skills, and her language
was also excellent. So the lady praised the girl, “Your English is perfect!” Out
of Chinese customs of being modest, the girl replied, “My English is poor.”
The English lady was angry upon hearing this. She thought, “Don’t I know
how to speak English? English is my mother tongue.” She was furious at the
girl’s reply. The next day, she demanded the travel agency to replace the tour
guide.
Why did this problem happen?
Case 4: Analysis
Apparently, the tour guide did not understand Western culture and
customs well, which is different from the subtle characteristics of the Eastern
culture. In the Western society, self-confidence is a person’s fundamental
quality. Westerners believe that you cannot convince others to believe you if
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you do not even believe of your own self. Therefore, the most appropriate
answer is “Thank you” when the tour guide heard the English lady’s
compliment. This kind of response is neither humble nor arrogant. Therefore, it
is necessary for tourism service staff to understand the culture, customs,
etiquette and taboos of customers of different nationalities.
Case 5: Grooming Etiquette
Mr. Cheng is the general manager of a luxury hotel. He learned that the
chairman of a Japanese international airline was in the city for a visit and was
seeking business opportunities for a joint project. Mr. Cheng was lucky to be
invited to meet the chairman and discuss the partnership plan. On the day of
the meeting, Mr. Cheng took time to dress up. According to his general
understanding of fashion, he wore a leather jacket, a pair of jeans and a
baseball cap.
Undoubtedly, he wished to impress the guest as smart, capable and
stylish. However, contrary to his expectation, the way he dressed deemed
fashionable ruined his business opportunity.
What was Mr. Cheng’s mistake?
Case 5: Analysis
According to practice, everyone should pay attention to his appearance
and apparel in social activities. The first impression is especially important in
meeting people for the first time. Mr. Cheng’s first meeting with the foreign
guest was a formal contact. He should wear suits to show his respect for others.
However, he failed to do so. His stylish clothes gave the visiting guest the
impression of casual, unconventional and disrespectful.
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Self-check
1. What does interpersonal communication in the tourism industry involve?
2. What basic skills can help the staff to achieve excellence in hospitality?
3. Why smiling is important? What does a smile say?
4. What are the forms of appropriate address to the guest whose name is
unknown?
5. Why is it important to use the guest’s name many times in the
conversation?
6. What does the telephone etiquette say about answering the phone?
7. What statement should the employee end the conversation with when
speaking with a guest?
8. What’s the employee’s behavior like when the guests are around?
9. What positive endings are used when the guests departs from the hotel?
10. What does a positive attitude mean?
11. What should the employees be taught when making decisions?
12. Give examples of communication etiquette and taboos in the USA, the
United Kingdom, Russia, France, Italy, Thailand, India.
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MODULE 3
FOOD & BEVERAGE SERVICE
Тема: Организация службы питания а гостиницею основные планы
питания. Обслуживание в номере. Заказ столика в ресторане
Unit 1 Food and Beverage Department
Unit 2 Types of food service
Unit 3 Room Service
Unit 1
Food and Beverage Department
1. Study the vocabulary.
1. food and beverage service
2. a busboy
3. a captain
syn. maître d’hotel
4. hostess
5. kitchen helper
6. menu
a la carte menu
table d’hộte menu
- организация общественного
питания
- помощник официанта,
убирающий грязную посуду
- метрдотель
- зд. cотрудница ресторана или
кафе, встречающая и
усаживающая гостей
- помощник на кухне
- меню
- а ля карт (меню с указанием
цены каждого блюда;
порционные блюда)
- табльдот (общий обеденный
стол, комплексный обед;
дежурные блюда)
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buffet menu, “Swedish Board”
7. supplies
8. premises
9. sommelier
10. a dishwasher
11. to purchase
12. income
13. to derive
14. to exceed
15. to be leased
16. space for storage
17. a storekeeper
18. catering department
19. a function room
- «шведский стол»
- поставки
- недвижимость, здание
- старший официант,
заведующий винами
- посудомойка
- закупать, покупать
- доход
- извлекать, получать (доход)
- превышать
- сданный в аренду
- место для хранения
- кладовщик
- отдел общественного питания,
отдел обслуживания массовых
мероприятий, отдел выездного
обслуживания
- комната для церемоний
2. Study the special terms.
Maitre’d - a person in charge of a restaurant who tells guests where to sit
and waiters what to do, etc.
Chef – a skilled, usually male cook, especially the chef cook in a hotel or
restaurant.
Steward - a restaurant employee who serves wines and sometimes other
drinks. The person is called the sommelier in French, an expression also is
used in English.
Waiter - an employee in a restaurant who goes to the customers’ tables,
takes their orders and then brings the prepared food to the tables.
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Room Service – the supplying, on demand, of food and beverage service to
the guestrooms of a hotel.
Captain – the employee who seats a guest in a restaurant.
3. Translate the sentences.
1. Every modern hotel offers some form of food and beverage service.
2. All large hotels have a round-the clock room service which is a hotel
arrangement when food and drinks are served into a guest’s room.
3. Most of the hotels have eating establishments on their premises.
4. Sometimes the income derived from food and beverage operation
exceeds the income from room rentals.
5. The food and beverage manager has the overall responsibility for
planning the food and drink operation and purchasing the hundreds of
items.
6. The food and beverage manager’s staff also includes a storekeeper who
stores food and beverages and kitchen supplies.
7. Kitchen helpers peel potatoes, cut up vegetables and bring food from
the store room to the kitchen.
8. Most restaurants also employ busboys who pour water, clear and set
tables and perform other similar chores.
9. In a restaurant there is often an employee called the wine steward or
sommelier, who takes orders for wines and other alcoholic drinks.
10. The catering department is in charge of handling all kinds of banquets.
11. The catering department has got special function rooms with facilities
to seat any number of participants and to arrange the tables in any order.
4. Read the text and answer the questions.
Food and Beverage Department - Restaurants
Every modern hotel offers some form of food and beverage service. In
some, facilities are available only for a continental breakfast – that is, a light
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meal of bread or rolls and coffee – while others have a small coffee shop or
restaurant on the premises.
Large hotels, including the more luxurious resort hotels, usually offer a
great variety of restaurants and bars for their guests to choose from. They are
very luxurious restaurants, formal luxury restaurants, informal restaurants,
coffee-shops, snack-bars, fast-food restaurants, night clubs and bars. The
restaurants may have different price ranges and/or different menus.
The super deluxe and deluxe hotels have a wide range of restaurants and
bars of different types and cuisines. At least one of them is open round the
clock. Other hotels may have just one restaurant, one coffee-shop and one bar.
Besides, all expensive hotels have a round-the-clock room service which is a
hotel arrangement when food and drinks are served into a guest’s room.
Food and beverage service is a major factor in hotel operation. In some
large hotels, the income derived from this source actually exceeds income
from room rentals. The food and beverage income in many hotels is increased
by providing service for banquets and conventions.
A hotel restaurant may serve individuals or groups. When a restaurant
serves individuals it usually offers a la carte menus. When a hotel restaurant
serves groups it provides table d’hộte menus.
A hotel restaurant may prepare light meals, such as a continental
breakfast. A continental breakfast includes juice, rolls, butter, jam and tea or
coffee. A hotel restaurant may prepare a full English breakfast. It is a meal of
juice, cereals, bacon and eggs, toast and marmalade, tea or coffee.
The rate, when the hotels offer accommodation and breakfast, has got the
name of “bed & breakfast”. A hotel restaurant may prepare both breakfast and
one full meal: lunch or dinner. The rate, when the hotels offer accommodation,
breakfast and one full meal, has got the name of “half board”. A hotel
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restaurant may prepare breakfast, full lunch and full dinner. The rate, when the
hotels offer accommodation and three meals, has got the name of “full board”.
The food and beverage department is in charge of room service, too.
When the hotel guests want to have their food and beverages in their rooms,
the hotel provides this service.
The food and beverage manager is a key member of the management staff.
He has the overall responsibility for planning the food and drink operation and
purchasing the hundreds of items that are necessary for the restaurants and
bars. Because food can spoil quickly, ordering supplies is a daily activity. In a
very large establishment, two people may be assigned to the task, one to order
food and the other to order wines and spirits. The food and beverage manager’s
staff may also include a storekeeper who stores food and beverages and
kitchen supplies.
The kitchen itself is almost a separate kingdom within the hotel. The head
cook or chef is the boss. The chef is responsible for planning the menus and for
supervising the work of the other chefs and cooks.
Depending on the size of the establishments, several assistant chefs report to
the chef. These include a sauce chef, a salad chef, a vegetable chef and so on.
Under the supervision of the chefs are the cooks who actually cook food and
place it on the plates for waiters to pick it up. Under the cook’s supervision are
the kitchen helpers who peel potatoes, cut up vegetables and bring food from
the store room to the kitchen. The kitchen staff also includes dishwashers.
In the restaurant as well as in the kitchen, there are also different kinds of
jobs. The person who seats the guests is called captain or maitre d’ or a
hostess if a woman. The meals are served by waiters or waitresses. Most
restaurants also employ busboys who pour water, clear and set tables and
perform other similar chores. In a restaurant there is often an employee called
the wine steward or sommelier, who takes orders for wines and other
alcoholic drinks. Finally, there are cashiers who receive payment or signed
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bills from the guests. When the guest puts his restaurant bill on his hotel
account, this information must be passed along to the accounting office as
quickly as possible.
The catering department is also very important for the hotel operation. It
is in charge of handling all kinds of banquets. The catering department deals
with a banquet, a reception, a presentation, a convention or an exhibition. It
serves refreshments during meetings, between seminars and arranges tea and
coffee breaks. The catering department has got special function rooms with
facilities to seat any number of participants and to arrange the tables in any
order.
Questions
1. What food and beverage facilities are there in hotels?
2. Why is the food and beverage service a major factor in hotel operation?
3. What does the food and beverage department include?
4. How may the hotel's kitchen increase the hotel's business?
5. What kind of customers does a hotel restaurant serve? What kind of
menus are there?
6. What types of breakfast can a restaurant serve? How do they differ?
7. What does the hotel rate “bed & breakfast” include?
8. What does the hotel rate “half board” include?
9. What does the hotel rate “full board” include?
10. What do the words “brunch” and “linner” mean?
11. What is room service?
12. Why is the food and beverage manager a key member of the
management staff? What is his overall responsibility?
13. What employees are on staff in the Food & Beverage Department?
14. Who is the head of the kitchen staff? What is he responsible for?
15. What are the duties of the captain in a restaurant?
16. What are the duties of the waiters and waitresses?
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17. Who performs chores such as clearing and setting tables?
18. Who takes orders for wine and other drinks in some restaurants?
19. What do the cashiers in the restaurant do?
5. Find the English equivalents in the text.
В здании отеля; различные цены; основный фактор; получаемый доход;
превышать доход; доход увеличивается за счет обслуживания банкетов и
конференций; ответственность за планирование; заказ поставок; вина и
спиртные напитки; шеф-повар ответственен за составление меню;
контролировать работу; под руководством; принимать оплату; включать
счет ресторана в счет оплаты за отель; отдел обслуживания массовых
мероприятий; рассаживать посетителей; накрывать столы; передавать
информацию об оплате счетов в расчетную часть.
6. Speak about the food and beverage operation in hotels.
7. Study the vocabulary.
1. a cocktail lounge - коктейль-бар в холле
2. a bartender - бармен
3. pantry - буфетная, сервизная
4. to fill out a slip - заполнить бланк (карточку)
5. a snack bar - закусочная
6. labour-intensive - трудоемкий
7. to meet the requirements - отвечать требованиям
8. courtesy - вежливость, учтивость
9. to feature - быть характерной чертой
10. gourmet - гурман
12. gueridon service - обслуживание у столика
(приготовление блюд
непосредственно
- на виду у посетителей)
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14. cutlery - ножи и вилки
15. a trolley - столик-каталка
16. a tray - поднос
17. demand for - спрос на
-
-
8. Read the text and answer the questions.
Food & Beverage Department – Bars and Room Service
In addition to a restaurant, most hotels also have a bar or cocktail lounge
where drinks are served. Bartenders mix drinks and serve them to the
customers at the bar. In a very busy bar, one bartender may fill orders only for
the waiters while others take care of the guests at the bar. The bar or cocktail
lounge may also offer food service. Fast food, such as sandwiches or
hamburgers, is customary.
Providing meals and drinks in the guests’ rooms is another service
extended by most hotels. Room service is ordered by telephone from a menu
that is placed in each room.
Room service in most hotels closes down at the same time the kitchen
does, normally between ten o’clock and midnight. Some luxury hotels have
small kitchens or pantries on each floor that are used either for warming food
or preparing breakfasts.
More room service orders are for breakfasts than for any other meal. In
some hotels, the guest can order breakfast before he goes to bed by filling out
a slip which he leaves outside the door. The meal is then served at the time the
guest has specified. The bill can be paid immediately or posted to the guest’s
account which is settled on checking out.
One food and beverage facility that is often not connected with the main
hotel kitchen is the snack bar. The snack-bar is a small unit that provides fast-
order foods and drink service to guests who are using the hotel’s swimming
pool or some other recreational facility. Snack bars are a prominent feature of a
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resort hotel. Where the recreational facilities are in great demand, the snack
bar often has its own staff of cooks and waiters and waitresses.
Hotels generally employ a large number of workers in proportion to the
number of guests; this is especially true in the food and beverage department.
The restaurant business as a whole is one of the most labour-intensive. Much
of the activity in connection with food and beverage service is invisible to the
guests, but many employees in the department have frequent contact with
them. These especially include the dining room and room service personnel.
They must meet the same requirements of hospitality and courtesy as all the
other employees who deal with the hotel guests.
Questions
1. What are some of the jobs in the bar and cocktail lounge of a hotel?
2. How does food service in a hotel bar usually differ from food service in
the restaurant?
3. What is involved in providing hotel room service?
4. What meal is most frequently ordered from room service? How can this
meal be ordered in some hotels?
5. What kind of food and beverage facility is often not connected with the
main kitchen? What kind of food and beverage service does it provide?
6. Does the hotel food and beverage department employ a large or small
number of employees?
7. Which employees of the food and beverage department have frequent
contact with the guests? What requirements should they meet?
9. Match the word or phrase on the left to the definition on the right.
1. room service
2. menu
a. table linen such as tablecloths and napkins
b. a restaurant employee who seats the guests
and sometimes takes their orders
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3. napery
4. chef
5. continental breakfast
6. storekeeper
7. waiter
8. waitress
9. captain
10. hostess
11. busboy
12. sommelier
13. pantry
14. snack bar
c. food and beverage service to the guest
rooms of a hotel
d. a French term for the wine steward
e. the person in a hotel F&B department who
stores food and other kitchen supplies
f. a place where fast food service is available
g. a light meal, usually consisting of coffee
and bread rolls
h. a woman who seats the guests in a
restaurant
i. a man who serves food in a restaurant
j. a woman who serves food in a restaurant
k. a small room for storing dining room or
kitchen equipment
l. a restaurant worker who does chores such
as clearing and setting tables
m. a card showing the food that is available
in a restaurant
n. a head cook who plans and supervises
the work of other cooks
10. Find the English equivalents in the text.
Подавать напитки; бармен; услуга, предоставляемая большинством
отелей; заказать завтрак в номер, заполнив заказ-уведомление; завтрак
подается в указанное посетителем время; пользоваться спросом;
отличительная черта; соотношение обслуживающего персонала к
количеству гостей.
11. Speak about hotel bars and room service.
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Unit 2
Types of Service
1. Read about different types of food service and answer the questions.
Food Service
The range of food service in hotels and restaurants today is extensive. In
the first category, there are restaurants offering the highest grade of service
with a full a la carte menu. These include dishes served by the waiter from
a trolley in the dining-room, and are known as gueridon service. The
gueridon waiter has to cook speciality dishes at the table.
A second type of service is silver service where the menu can be either a
la carte or table d’hôte. In this system, the food is prepared in the kitchen
and then put on silver plates and presented to the guests in the dining-room.
A third form of table service is plate service. The waiter receives the
meal already plated from the service hotplate and only has to plate it in front
of the guest. Plate service is offered where speedy service is necessary.
In a fourth type of service, called self-service, a customer collects a tray
from the service counter, chooses his dishes and selects the appropriate
cutlery for the meal.
Tourist hotels frequently offer a combination of self-service and plate
service for breakfast and another combination of self-service and silver
service for lunch.
Questions
1. What does the service with a full a la carte menu include?
2. What does silver service mean?
3. What is the difference between silver service and plate service?
4. What type of service is called self-service?
5. What combination of services do hotels offer?
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2. Find the right definitions for the following words.
Gourmet
Room service
Gueridon service
Silver service
Plate service
Self-service
a. catering service in which food and drinks are
brought to a guest’s room in a hotel
b. a service including dishes served by a waiter
from a trolley
c. a service where the meal already plated from the
service hotplate is placed by the waiter in front
of the guest
d. a lover of good food
e. a service where a customer collects a tray from
the service counter, chooses his dishes and
selects the appropriate cutlery
f. a service where the food prepared in the kitchen
is put on to silver plates and presented to the
guests in the dining-room
3. Act as an interpreter.
Guest: I wonder what range of food service your hotel offers.
Restaurant
manager:
Наш ресторан предлагает следующие услуги: меню «а
ля карт», обслуживание у столика, самообслуживание
на завтраках и «табльдот».
Guest: Какие услуги предлагает «табльдот»?
Restaurant
manager:
Plate service and silver service are offered with a table
d’hôte menu.
Guest: Oh, it’s very interesting! But I don’t understand what plate
service is.
Restaurant
manager:
В этом случае официант получает еду уже
разложенную по тарелкам на кухне, и разносит ее
посетителям.
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Guest: What does silver service mean?
Restaurant
manager:
Эта услуга предполагает следующее: еда также
готовится на кухне, но раскладывается в серебряную
посуду. Официант разносит еду посетителям
ресторана.
4. Read the dialogue and fill out an order pad.
Guest: Hello, Room Service. This is room 226. We’d like to order
breakfast for tomorrow.
Room Service
attendant:
Yes, sir. What would you like?
Guest: We’d like to start with fruit juice, orange for me and
grapefruit for my wife. Fresh juice, please. Not canned or
frozen.
Room Service
attendant:
Right, sir. One fresh orange and one fresh grapefruit.
Guest: Good. And then bacon, egg and tomato for me and two
soft-boiled eggs for my wife. And toast, butter, and
marmalade. Do you have different marmalades?
Room Service
attendant:
Yes, sir. We’ll put a selection of preserves on your tray.
And is it tea or coffee?
Guest: Tea, please, but with lemon, not milk.
Room Service
attendant:
Very good. And when is it for?
Guest: Oh, about 7.30 would be fine.
Room Service
attendant:
Fine, and could you give me your name, sir?
Guest: It’s Sands. Mr. and Mrs. Sands, room 226.
Room Service
attendant:
Thank you, sir.
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Hotel de France
Order Pad (Food and Beverage Service)
Order …………………………………..
…………………………………..
…………………………………..
Notes ………………………………….
………………………………….
Name ………………………………….
Room ………………………………….
Date …………………………………
5. Mary Burton, a tour group leader, is discussing the eating
arrangements for her tour party with an assistant hotel manager. Read
the conversation and complete the table below.
Assistant: Hello, again, Mary. Was the journey over with the tour
group all right?
Mary: Fine. There weren’t too many problems. Just the usual
things to take care of.
Assistant: Well, the weather looks very good, so I think you’ll have a
quiet week.
Mary: I hope so. And how about you? Are you busy?
Assistant: Very. The hotel is nearly full. This has meant a slight
change in the times of meals.
Mary: Ah. Let me have them now.
Assistant: It’s mainly the dinner arrangements. We haven’t enough
staff for everybody so there are two sittings, one from
seven o’clock till half past eight and another from half past
eight till ten.
Mary: Which sitting are we?
Assistant: The first.
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Mary: Good. I’m sure they’ll prefer eating earlier. What about the
times for lunch and breakfast?
Assistant: Breakfast is at the same time as usual, eight o’clock until
nine thirty, but we have altered the lunch time a little.
We’ve made it a self-service meal and it’s now rather
longer, from twelve thirty till two o’clock.
Mary: Right. I’ve got that. I’ll make sure that my party know
what time they’re supposed to eat.
Assistant: Thank you, Mary. That would be a great help.
Mary: There’s another thing, too. A few members of the group
will need special diets.
Assistant: What exactly?
Mary: There are three vegetarians.
Assistant: That’s no problem at all. There are plenty of non-meat
dishes on the self-service counter at breakfast and lunch.
And for dinner there are a number of vegetarian
alternatives provided.
Mary: Good. And there’s one diabetic in the group: Mrs. Lomax.
Assistant: In her case, could you ask her to come and see me? I’ll
find out her exact requirements and make sure that the chef
prepares a special menu for her.
Mary: Thank you. I think that’s nearly everything I wanted to see
you about.
Assistant: What about day trips? Will you need any picnic lunches?
Mary: Ah yes. I nearly forgot. We’ll require a picnic lunch on
Thursday. Are you providing a choice?
Assistant: Yes, there’s quite a wide choice of sandwiches and snacks.
Then there’s a selection of soft drinks and fruit. I’ll give
you the picnic lunch menu cards for your group and I
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would like them back on Tuesday. Perhaps you could put a
note on the cards for the vegetarians and the diabetic.
Mary: I’ll do that. Well, thank you. I think that really is
everything now.
Assistant: Good. I hope you have a pleasant week.
Mary: So do I. But, as you say, if the weather continues like this
I’m sure everyone will be content.
Assistant: Right. Goodbye for now.
Mary: Bye.
Meal times
1 Breakfast
2 Lunch
3 Dinner
special diets 4
5
contents of picnic
lunch
6
6. Make up conversations using the following phrases.
Customer
What restaurants are there in
the hotel?
What time is breakfast (lunch,
dinner) served?
Can you recommend a good
restaurant?
Are there any good restaurants
around here?
I’d like to go to a Chinese/
Japanese/ Italian/ Russian
restaurant. When does it open
Hotel employee
Our hotel restaurants offer a
great choice of special dishes
and excellent service.
If you are in a hurry there is a
self-service (buffet service)
restaurant.
There is a great choice of
dishes there. Prices are fixed.
The restaurant is open from …
till … .
Individual clients are usually
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(close)?
Where can I get a quick
snack/ an inexpensive meal/ a
cup of coffee (a glass of juice,
beer)?
I’d like to try the best local
food.
I’d like to try dishes of
Russian/ French/ Italian/
Japanese cuisine.
Do we have to make a
reservation?
Can you make a reservation
for me?
I’ll like a table for two.
Do you have a table by the
window?
We are a party of six.
offered a la carte menu and
groups are offered a table
d’hôte menu.
There is Room Service in the
hotel. You can order breakfast
(lunch, dinner) into your
room. You’ll find the Room
Service menu in your room.
Extra charge is added to the
bill for room service.
You can reserve a table in any
city restaurant through the
concierge.
You’d better book a table in
advance.
You can see a floor show and
dance to the jazz band in the
restaurant in the evening.
You can book a banquet if you
like.
You’d better speak to the head
waiter.
You’d better do it a couple of
days before the banquet.
7. Read the texts and answer the questions.
The Catering Department
At the head of the catering department is the catering manager. The
catering department is separate from the food and beverage department. It has
got different functions.
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The caterer provides different services from the restaurant. The restaurant
serves small groups of customers. A caterer arranges and prepares parties,
banquets, large group meals. The caterer has to deal with large quantities of
food and beverages. The caterer must also manage the employees who work at
those gatherings.
Conventions always require this kind of service. Conventions use a lot of
hotel facilities and catering services.
Experts have come to the conclusion that the success of a convention may
strongly depend on a well-run banquet.
The catering business hasn’t yet reached its peak. The number of
conventions has grown and volume of catering services has also grown.
Conventions will continue to increase. That’s why the need for catering
services will increase, too.
Questions
1. Who is at the head of the catering department?
2. How do the catering department and the food and beverage
department differ?
3. What does the caterer have to deal with?
4. What kind of conclusion have experts come to?
5. Why will the need for catering services increase?
The Banqueting Services
A banquet is a formal dinner for a large group of people. Hotels and
restaurants often arrange and give banquets.
Many restaurants have got banqueting facilities. They can arrange meals in
a special dining room for public and private functions. The public functions are
company dinners, press conferences or fashion shows. The private functions
are weddings, birthday parties or dinner dances. For some of these functions
restaurants provide table service usual or buffet service usual. It means that
there may be waiter service, counter service or self-service.
Banquets have become part of conventions.
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The banquet manager is in charge of the banquet. During the banquet the
banquet manager and the staff of waiters and waitresses provide smooth
service to a large number of people. The banquet manager handles the whole
ceremony.
Before the banquet has started the manager makes bulk purchases of the
products for the banquet. Buying large quantities of food and beverages can be
very profitable for the catering department.
Questions
1. What is a banquet?
2. What kind of functions do restaurants arrange banquets for?
3. What are public functions?
4. What are private functions?
5. What kind of service do restaurants provide at the banquets?
6. What does the banquet manager do?
7. Why are banquets profitable for the catering department?
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Unit 3
Room service
1. Look at the breakfast menu of the Lena Hotel and answer the
questions.
1. How can the guests order breakfast in their rooms?
2. What types of breakfast are available through room service in the
Lena Hotel?
Lena Hotel
Buffet Breakfast
Served from 6.30 a.m. to 10.30 a.m.
Breakfast Menu
Beverages
Fruit juice: grapefruit, orange, banana, blackcurrant, apple
Fresh brewed coffee, cappuccino, espresso, American coffee, double
espresso, decaffeinated coffee, hot chocolate
Assorted tea
Cereal with milk/ yogurt
Choice of corn flakes, muesli, rice crispies
Egg specialities/cold plates
soft/hard boiled, poached
Omelette nature
Omelette with vegetables, mushrooms, ham or cheese
A selection of cheese and meat
Parma ham
Smoked salmon
Tomatoes and Mozzarella cheese salad
A basket of white or whole-wheat toast, croissants, muffins, Danish
pastries or breakfast rolls
Butter, marmalade and honey
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American Breakfast
Freshly squeezed orange or grapefruit juice
Bread and croissants
Scrambled eggs
Cold cuts (cheese, ham(
Choice of cereals: corn flakes, muesli, rice crispies
Yogurt natural, low fat, fruit
Fresh fruit salad
Coffee: cappuccino, espresso, American coffee, double espresso,
decaffeinated coffee,
hot chocolate, assorted teas,
whole, skimmed milk
A la carte
Open from 6.30 – 11.30 a.m.
According to the restaurant menu
Please fill in the request form below:
Name: Davies Room no.: 122
Order: scrambled eggs, white toast, No. of portions: 2
American coffee, orange juice service time: 6.45
Signature:
2. Study the above breakfast menu and act out a dialogue between a
guest and a Room Service waiter. Follow the pattern below.
Room Service: Rome service, may I help you?
Guest: ____________________________
Room Service: Certainly, what would you like, sir/madam?
Guest: __________________________________
Room Service: Anything to drink?
Guest: __________________________________
Room Service: Of course, what time would you like breakfast to be
served?
Guest: __________________________________
Room Service: Fine, thank you. That will be: ________________
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Guest: Correct.
Room Service: Thank you.
3. Choose your favourite food items from the menu and then order in-
room breakfast by phone. Make and act out dialogues with your
partner.
4. Read the dialogues and write down the missing information in the
gaps below.
Dialogue 1
Room service: Room service, Michelle Davies, how may I help you?
Guest: I’d like to order breakfast for tomorrow morning.
Room service: Certainly, sir. What would you like to order?
Guest: I would like 2 portions of scrambled eggs, 2 bread
rolls, some butter and a bit of honey.
Room service: Thank you, I have noted that down. Let me repeat it,
please: scrambled eggs twice, 2 bread rolls, butter and
some honey.
Guest: Yes, that’s right.
Room service: And what would you like to drink?
Guest: I usually drink tea for breakfast.
Room service: Tea, sir. With sugar or lemon?
Guest: Sugar and lemon, please.
Room service: Fine, and your room number is…?
Guest: 501. My name is Julian Norman.
Room service: What time would you like breakfast to be served?
Guest: Half past five.
Room service: Thank you very much. Goodbye.
Dialogue 2
Room service: Hannah Stevenson speaking. May I help you?
Guest: Good evening. I would like to order breakfast to room
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313.
Room service: Certainly, Mr Wilson. What would you like?
Guest: A pot of coffee, wholemeal bread, some butter, cheese
and ham platter for two.
Room service: All right, sir. I’ve noted that down.
Guest: Oh, I almost forgot…
Room service: Yes.
Guest: I wanted muesli with light yogurt.
Room service: Of course. What time would you like your breakfast?
Guest: At 7.20.
Room service: Thank you. A waiter will serve your breakfast at
7.20.
Guest: Thank you. Goodbye.
Room service: Goodbye.
Dialogue 3
Room service: Rome service. How can I help you?
Guest: I’m calling from 127. I’d like to do something from
the room service menu.
Room service: A bottle of champagne and a platter of fruit.
Guest: Would you like it now or later?
Room service: I’d prefer it now.
Guest: Of course. Your order should arrive within the next 20
minutes. Have a nice evening, sir.
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5. A guest wants to order in-room breakfast from the tray below. Act
out a dialogue between a waiter from a room service and the guest.
6. Look at the forms below and answer the following questions.
1. How can breakfast be ordered to the guest’s room in each hotel?
2. How is the breakfast settled?
3. What kinds of breakfast are included in the offers?
4. What drinks/beverages can the guest choose?
5. What kinds of egg dishes are served in the restaurants?
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Under the Oak
Room service breakfast
Please hang your breakfast order on the outside of your hotel room
before retiring! If you wish to have breakfast before 7 a.m., please
inform the reception till 10 p.m.
Please enter the time breakfast is required: ______
Room service 3 Euro – extra per service
Date: _________ Room No _________ No. of persons ______
□ Coffee □ Decaffeinated coffee □ Chocolate
Tea
□ lemon □ cream □ milk
Juice
□ orange □ apple □ grapefruit □ tomato □ banana
□ multivitamin
□ Boiled egg □ Scrambled eggs □ Scrambled eggs with bacon □
2 fried eggs with sausages □ 2 fried eggs with ham
□ Omelette □ Bircher muesli □ Fruit salad □ Rolls
Fiord Hotel
Please hang your breakfast order outside on the doorknob before 3 a.m.
We wish you a comfortable rest!
Served from 6.00 to 11.30
Room No: _____ Date: ______ No. of persons: ________
Continental breakfast or rich breakfast buffet available at the
restaurant
□ Freshly baked pastries □ Croissants □ Toast
Freshly Brewed Coffee
□ Espresso □ Cappuccino □ Latte □ Decaffeinated coffee
A Selection of Teas
□ English Breakfast □ Green Tea □ Pepper Mint
□ Ceylon &Earl Grey
Daily Changing Freshly-Squeezed Fruit Juice
Extras
□ orange juice □ grapefruit juice □ 2 boiled eggs □ 3 fried eggs
□ 2 scrambled eggs with bacon/ham □ ham □ assorted cheese
□ cornflakes □ fruit salad □ muesli □ soya products
□ Breakfast/takeaway is included in the room rates
□ Free service till 11 a.m.
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Flamengo Hotel
Room service breakfast
To order one set, please call number 113
Breakfast is included in the room rate
There is no extra charge for room service
Set 1
Cottage cheese
Boiled egg
Set of meat products
Honey and
jam/marmalade
Bread, rolls and butter
Tomatoes
Coffee/Tea
Set 2
Cottage cheese
Scrambled eggs on
bacon
Set of meat products
Cheese platter
Honey and jam
Bread and butter
Coffee/Tea
Set 3
Cottage cheese
Sausages (served hot)
Set of meat products
Cheese platter
Honey and jam
Bread and butter
Pickled vegetables
Coffee/Tea
7. Complete the sentences with the appropriate hotel names.
1. In __________ Hotel the guests must pay extra for room service.
2. To order in-room breakfast in _______ Hotel the guest should dial
113.
3. In _______ Hotel breakfast can be delivered to the room only at
certain times.
4. In ________ Hotel a take-away breakfast option is available.
5. __________ Hotel offers continental breakfast.
6. __________ Hotel has more thatn one breakfast option in its offer.
7. In some cases in _______ Hotel the reception desk must be informed
about the breakfast request.
8. ________ Hotels’ offer would satisfy a vegetarian guest.
8. In pairs make and act out the dialogues using the information below
and the menu cards.
Room Service Guest
Room service…
How?
Leave early morning, eat
breakfast earlier in room.
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OK, drink?
Yes, I have noted that down.
I’ll repeat that…
Certainly/room?
What time?
Fine, tomorrow at … the
waiter will knock on your
door.
Thank you, goodnight.
I’d like …
And … to drink
That’s correct.
Oh, I nearly forgot. I would
also like.
My room number…
Thank you. Good night.
9. Render the following text into English.
Организация питания
Подразделения общественного питания, включающие в себя
рестораны, кафе, бары, подразделение по обслуживанию банкетов и
конференций, службу room service, обеспечивают гостей услугами
питания. В гостиницах с высоким уровнем обслуживания организована
круглосуточная подача еды и напитков в номер клиента. Особенно часто
гости заказывают завтрак в номер. Заказ завтрака в номер осуществляется
по телефону, путем вызова официанта в номер (нажав специальную
кнопку), или с помощью карты заказа. В карте заказа завтрака
указывается время подачи завтрака, фамилия клиента, дата заказа,
количество человек.
Гостю необходимо выбрать вид завтрака: континентальный завтрак
или английский завтрак. Континентальный завтрак, как правило, имеет
фиксированную стоимость и включает в себя: чай, кофе, сок, йогурт,
сливочное масло, джем, мед, булочки. Английский завтрак – это более
плотный завтрак, включающий в себя: чай, кофе, соки, каши, кукурузные
хлопья с молоком, яичницу с беконом, тосты, апельсиновый джем.
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Клиенты также могут заказать какие-нибудь дополнительные блюда
по меню а-ла-карт. Оплату за завтрак принимает официант по заранее
подготовленному счету или расходы за данный вид услуги заносятся на
основной счет гостя, который оплачивается при выезде из гостиницы.
Self-check
1. What food and beverage facilities are there in hotels?
2. What does the food and beverage department include?
3. What kind of customers does a hotel restaurant serve? What kind of
menus are there?
4. What types of breakfast can a restaurant serve? How do they differ?
5. What does the hotel rate “bed & breakfast” include?
6. What does the hotel rate “half board” include?
7. What does the hotel rate “full board” include?
8. What employees are on the staff in the Food & Beverage Department?
9. What are some of the jobs in the bar and cocktail lounge of a hotel?
10. How does food service in a hotel bar usually differ from food service in
the restaurant?
11. What is room service? What is involved in providing hotel room
service? What meal is most frequently ordered from room service? How
can this meal be ordered in some hotels?
12. What does the service with a full a la carte menu include?
13. What does silver service mean?
14. What is the difference between silver service and plate service?
15. What type of service is called self-service?
16. How do the catering department and the food and beverage department
differ?
17. What is a banquet? What kind of functions do restaurants arrange
banquets for? What kind of service do restaurants provide at the
banquets?
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MODULE 4
HOSPITALITY INDUSTRY
Тема: Современное состояние гостиничной индустрии. Понятие и
характеристики индустрии гостеприимства
Unit 1 The Structure of Modern Hospitality Industry
Unit 2 The History of the Hospitality Industry
Unit 1
The Structure of Modern Hospitality Industry
1. Study the vocabulary.
1. hospitality
hospitality industry
- гостеприимство
- индустрия гостеприимства
2. hotel
a resort hotel
an airport hotel
a motel
a luxury hotel
an up-scale hotel
a mid-scale hotel
a budget (economy) hotel
a full-service hotel
a residential hotel
an all-suite hotel
- отель, гостиница
- курортный отель
- аэропортовский отель
- мотель
- отель класса «люкс»
- первоклассный отель (4-5*)
- отель среднего класса (2-3*)
- отель эконом класса (1-2*)
- отель с полным перечнем
услуг
- стационарный отель для
длительного проживания
- отель с номерами класса
«люкс»
3. to restore
- восстанавливать здоровье,
подкреплять силы
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restorative - тонизирующее, укрепляющее
средство
4. positioning - позиционирование
5. concept - концепция
6. a restaurant
a full-service restaurant
a specialty restaurant
a luxury restaurant
a casual restraurant
- ресторан
- ресторан с полным спектром
услуг
- специализированный ресторан
- роскошный, дорогой ресторан
- обычный ресторан
7. cooked to order - приготовленный на заказ
8. service - обслуживание, сервис
French service
французский сервис
(Этот вид сервиса обычен для
ресторанов высокой кухни.
Большое блюдо с разложенной
на нем пищей
демонстрируется гостям.
Подходя с левой стороны,
официант накладывает пищу
с блюда в тарелки гостей. Для
французского сервиса
необходима бригада
обслуживающего персонала, в
состав которой входит
метрдотель (maître d’hotel),
старший официант (chef du
rang), помощник старшего
официанта (semi chef du rang),
официант, подающий воду
(commis du rang), официант по
винам – сомелье (sommelier)
Russian service
- русский сервис
(Еда приносится на
сервировочном блюде.
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Официант на глазах у гостей
разделяет ее на порции, далее
эти порции гости сами
перекладывают к себе в
тарелки)
American service (plate
service)
американский сервис
(подача блюд на тарелках)
(Пища готовится и
раскладывается по тарелкам
на кухне. Официанты
разносят и расставляют
тарелки гостям)
English service (gueridon
service)
- английский сервис
(обслуживание с
передвижного столика-
тележки)
(При этом методе официант
накладывает пищу на
сервировочное блюдо, которое
ставится на передвижной
столик, который подвозится
к столу клиентов. Клиент сам
выбирает порцию и официант
оформляет блюдо у него на
глазах.)
German service
- немецкий сервис
(Еда раскладывается на
большое блюдо и ставится на
стол на доступном от гостя
расстоянии, чтобы он мог
обслужить себя сам)
Buffet service - буфетное обслуживание
(«шведский стол»)
(используется для больших
групп туристов, а также
конференций и конгрессов;
закуски и блюда
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располагаются в центре зала
вместе со столовыми
приборами, а обеденные
столы ставятся вдоль стен;
ассортимент закусок, блюд и
напитков обычно богат и
гости могут попробовать все
блюда)
silver service - обслуживание с помощью
столовых приборов
официанта
(форма обслуживания
официантом столика гостей
с помощью столовых
приборов с подноса
официанта)
9. to promote
promotion
a promoter
- продвигать товар на рынке;
рекламировать; поощрять;
развивать
- продвижение, реклама
- промоутер (тот, кто
способствует)
10. a wholesaler - оптовик
2. Read and translate the sentences.
1. Being dedicated to the service of people away from home, hospitality
industry is concerned with their accommodation, provision of food and
drink, their transportation and entertainment.
2. By virtue of their location the hotels may be central (situated in the city
сenter), resort (in exotic locations), airport (for air pasengers), and
motel (on the highways).
3. By virtue of prices, hotels can be classified into luxury, up-scale, mid-
scale and budget.
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4. And by virtue of services offered, hotels may be classified into full-
service (with all sorts of services), economy (offering clean, reasonable
sized and furnished rooms), residential (for long-term guests), all-suite
hotels (rooms with adjacent lounge and kitchenette area).
5. Boulanger, “the father of modern restaurant”, called the famous soups
“restoratives” because they help restore the guests’ strength and
energy.
6. The successful operation of a restaurant depends on its positioning (the
place in the market) and its concept (the impression it makes on its
potential guests).
7. According to the menu, there are two main categories: full-service and
specialty restaurants.
8. Restaurants of the first type have more than a dozen main-course items
that are cooked to order.
9. Specialty restaurants specialize in one dish (pizza, hamburger, chicken,
steak, seafood, etc.).
10. According to the services, the restaurants are classified into luxury and
casual restaurants.
11. Two types of services are used in luxury restaurants: French service
(the food arranged on platters and presented to guests, after which the
preparation is completed on a trolley-like side table with a gas burner),
and Russian service (the food is cooked in the kitchen, placed onto a
serving dish, and served to the guests individually with a serving spoon
and fork).
12. Casual dining is characterized by relaxed atmosphere where not only
Russian service is typical, but also its simplified version called
American service (the food is prepared and put into individual plates in
the kitchen before being carried into the dining room), and even buffet-
type service (self-service).
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13. The tourist business deals with promoting, transportation and
accommodation.
14. Among the promoters are tour wholesalers (who design and sell
package tours), tour operators (who sell tour packages to tourists and
act as escorts (guides), travel agencies (who sell on behalf of airlines,
rail and bus companies).
3. Read the text and answer the questions.
The Structure of Modern Hospitality Industry
Being dedicated to the service of people away from home, hospitality
industry is concerned with their accommodation, provision of food and drink,
their transportation and entertainment. That is why the institutions, which
provide these services, are divided into three branches: hotel business
(provision of places to stay), restaurant business (provision of food and drink),
and tourist business (provision of transport and entertainment.)
The hotels may be classified according to location, prices, and type of
servicies offered. By virtue of their location the hotels may be central (situated
in the city сenter), resort (in exotic locations), airport (for air pasengers), and
freeway (motels on the highways). By virtue of prices, hotels can be classified
into luxury, up-scale, mid-scale and budget.And by virtue of services offered,
hotels may be classified into full-service (with all sorts of services), economy
(offering clean, reasonable sized and furnished rooms), residential (for long-
term guests), all-suite hotels (rooms with adjacent lounge and kitchenette
area).
Restaurants play an important role in society. People are interested not
only in eating out but in social interaction that takes place in a restaurant. The
first true restaurant, the Grande Taverne de Londres, opened in Paris in 1782,
by Boulanger, “the father of modern restaurant”. He called the famous soups
“restoratives” because they help restore the guests’ strength and energy. By
1794 there were 500 restaurants in the city. The chefs of the best restaurants
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travelled to different parts of the world. Some of them stayed in France, some
went to other parts of Europe, many of them crossed the Atlantic to America,
especially to New Orleans, the truly French corner of the New World. They
almost all went into restaurant business, bringing their culinary traditions with
them. Other countries felt the effects of French culinary artistry and most of
them used some of the principles of French cooking in their own cuisines.
Exceptions were the Italians who had developed their own very strong culinary
traditions and felt that French cooking derived from the Italian.
The successful operation of a restaurant depends on a number of factors.
The most important of them are its positioning (the place in the market) and its
concept (the impression it makes on its potential guests).
Classifications of restaurants may be based on two factors: menu and
services offered. According to the menu, there are two main categories: full-
service and specialty restaurants. Restaurants of the first type have more than a
dozen main-course items that are cooked to order. Specialty restaurants
specialize in one dish (pizza, hamburger, chicken, steak, seafood, etc.).
According to the services, the restaurants are classified into occasion (luxury)
and casual restaurants. Two types of services are used in occasion (luxury)
restaurants: French service (the food arranged on platters and presented to
guests, after which the preparation is completed on a trolley-like side table with
a gas burner), and Russian service (the food is cooked in the kitchen, placed
onto a serving dish, and served to the guests individually with a serving spoon
and fork). Casual dining is characterized by relaxed atmosphere where not only
Russian service is typical, but also its simplified version called American
service (the food is prepared and put into individual plates in the kitchen
before being carried into the dining room), and even buffet-type service (self-
service).
Tourism may be defined as the business of attracting and transporting
people, accommodation them, and catering to their needs and wants. The
tourist business deals with promoting, transportation and accommodation.
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Tourism is the world’s largest industry. By employing one out of every ten
workers, travel and tourism is the world’s largest employer. Among the
promoters are tour wholesalers (who design and sell package tours), tour
operators (who sell tour packages to tourists and act as escorts (guides), travel
agencies (who sell on behalf of airlines, rail and bus companies). The
transportation businesses areairlines, cruise lines, rental auto and bus
companies. The accommodation businesses are motels (hotels for motorists),
resort hotels (hotels in exotic places for people on hliday), destination-
management companies (organizations in charge of developing and
implementing tourist programs in the areas attractive to tourists). People who
travel with a group make a group inclusive tour, and those who prefer to travel
alone are called independent.
Questions
1. What aspects does the hospitality industry deal with?
2. What three branches does the hospitality industry subdivided into?
3. What criteria are used in hotel classifications?
4. How are hotels classified by virtue of location/by virtue of prices/virtue
of services offered ?
5. Why do restaurants play an important role in the society?
6. When was the first restaurant opened?
7. What does the word “restaurant” mean? Who was “the father of modern
restaurants?
8. How did it happen that the French culinary traditions became world-
known?
9. What factors does the successful operation of the restaurant depend on?
10. What does the words “positioning” and “concept” mean in the restaurant
business?
11. What criteria are used in the restaurant classification?
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12. What’s the difference between a full-service restaurant and a specialty
restaurant?
13. What types of services are used in luxury and casual restaurants?
14. What is a French service/ Russian service/ a buffet service/ an American
service? English service?
15. What does the toursim business deal with?
16. What travel companies are considered to be tourism promoters?
4. Speak about the hospitality industry using the following chart.
5. Render the text in English.
Индустрия гостеприимства – это сфера предпринимательства, которая
связана с приемом и обслуживанием гостей и опирается на принципы
гостеприимства.
Гостеприимство – это важнейшее потребительское свойство
туристского продукта: умение дать почувствовать клиенту, что ему рады,
с достоинством продемонстрировать ему уважение, оказывать
любезность.
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Гостеприимство заключается в том, чтобы во время пребывания в
гостинице гости чувствовали себя как дома. Не только фешенебельное
здание и обстановка внутри гостиницы влияют на создание уютной
атмосферы; гораздо больше влияет отношение к гостям и друг к другу.
В составе индустрии гостеприимства можно выделить примерно те же
части, которые традиционно включаются в состав туристской
индустрии: гостиницы, предприятия питания, перевозчики и структуры,
предоставляющие услуги отдыха и развлечения.
На сектор гостиничных услуг (включая услуги всех типов и видов
средств размещения) приходится до 65% занятых в туристской сфере и
68% поступлений от туризма. Таким образом, гостиничная индустрия
является основой всей туристской сферы.
Гость является основной составляющей рынка сферы
гостеприимства, источником финансовых поступлений для получения
прибыли.
Гостиница – это предприятие, предоставляющее людям,
находящимся вне дома, комплекс услуг, важнейшими среди которых в
равной степени являются услуга размещения и питания.
Гостиница представляет собой имущественный комплекс (здание,
часть здания, оборудование), предназначенный для предоставления услуг.
Охарактеризовать гостиницу как предприятие гостиничной
индустрии можно с помощью следующих признаков:
- Количество номеров (превышает минимальное количество или
нет);
- Виды предоставляемых гостиничных услуг;
- Категория и класс, в зависимости от вида предоставляемых
услуг в соответствии с принятой в стране системой стандартов.
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Unit 2
The History of the Hospitality Industry
1. Read and translate the text.
The History of the Hospitality Industry
Hotel and restaurant management are bundled together in the industry
known as the hospitality industry. Hospitality comes from the French
word ‘hospice’, meaning to take care of those travelling and provide food
and shelter for the weary. The history of the hospitality industry dates back
to early 40BC. Hospitality has changed dramatically through the years in
response to influences of wars, economic fluctuations, and social changes.
The earliest record of the hospitality industry lies with the Romans. Roman
men traveled on business and were the first to travel for leisure as well. After
the disruption of the Roman Empire, much of the hospitality industry fell to
religious orders such as monasteries who welcomed travelers. With the
increased use of the stagecoach, English travelers stayed in inns, which were
actually private homes that provided a room and meal.
The Renaissance Period marked a new era of the hospitality industry
with the opening of Hotel de Henry IV in 1788. This was the first actual
hotel offering 60 beds to weary travelers. During this period, coffee houses
also became a popular gathering place for communities. As settlers from all
different parts of the world made their way to the New World (the United
States), places to eat, drink and sleep began appearing throughout the colonies.
The French Revolution also motivated many French to leave their home
country and head to the United States. That time changed and shaped the
culinary world, as we know it today. Escoffier, a world famous chef, created
the hierarchy of chefs, known as the Brigade system that restaurant kitchens
still follow today.
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During the 19th
century, the explosion of the luxury hotel era began.
Hotels like the Savoy built in London in 1898 and Delmonico’s in New York
City catered to the rich and elite. The early 1900s is known as the Grand Period
of hotels since a great number of large and luxurious hotels were built during
that time. It was also the time when hotels introduced modern conveniences. In
1880 the Sagamore Hotel on Lake George in New York was the first to have
electricity in all its rooms.
The Victoria Hotel in Kansas City offered private bathrooms in each
room while the Netherland Hotel in New York City was the first to provide a
telephone in each room.
With the increase and ease of travel, the 20th century brought many
changes and advances to the hospitality industry. Casual dining became
popular and the introduction of franchising allowed such chains as White
Castle, TGI Fridays and Chilis to dominate the restaurant scene. No longer
were restaurants considered a place for only the rich and elite. Hotels also
experienced growth due to mass tourism, higher salaries and more people
living longer and being able to enjoy their retirement years.
Although the hospitality industry experienced some periods of
downturn its position remains considerably strong.
Vocabulary list
1. to be bundled together - быть взаимосвязанным
2. weary - уставший
3. economic fluctuations - колебания экономики
4. retirement - пенсия
2. Are the following statements true or false?
1. Hospitality comes from the French word “hospice”, meaning to take care
of those travelling and provide for the wealthy.
2. The history of this industry began at the beginning of 40BC.
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3. The Renaissance Period marked a new era for the hospitality industry
with the opening of Hotel de Henry VI in 1788.
4. As settlers from all different parts of the world made their way to
America, places to eat, drink and sleep began appearing throughout the
colonies.
5. In the 19th century, the outburst of the luxury hotel era began.
6. In 1880, the Sagamore Hotel on Lake George in New York was the last
to have electricity in all its rooms.
7. The increase and ease of travel in the 20th century led to many changes in
the hospitality industry.
3. Answer the questions:
1. What is the hospitality industry?
2. What does the French word “hospice” mean?
3. What factors lead to the changes of the industry?
4. When did it all start?
5. Who were the first travelers?
6. What is the importance of the Renaissance Period?
7. Where did first travelers stay?
8. When did the era of luxury hotels begin?
9. What modern conveniences appeared in the 19th
century?
10. What makes the industry remain strong?
4. Give the Russian equivalents.
date back to; change dramatically through the years; in response to; travel on
business; travel for leisure; welcome travelers; provide a room and meal; cater
to the rich and elite; introduce modern conveniences; bring many changes.
5. Give the English equivalents.
неразрывно связаны; экономическая нестабильность; религиозное
общество; ознаменовали новую эру; появляться во всех колониях;
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заставили покинуть родину; создал иерархию поваров; рост и удобство
передвижения; доминировать в ресторанном бизнесе; переживала упадок.
6. Match the words with their definitions.
1. management
2. religious
3. increase
4. chain
5. settler
6. experience
a. someone who goes to live in a place where not
many people live, and starts to make it into a
community
b. knowledge and skill that is gained through
time spent doing a job or activity
c. a number of shops, hotels, cinemas etc. owned
or managed by the same company or person
d. the role of conducting and supervising a
business
e. believing strongly in your religion and
carefully obeying its rules
f. to become greater or more in size, quantity,
number, degree, value, intensity, power,
authority, reputation, wealth; to grow
7. Complete the sentences with the words from the box.
▪ management ▪ religious ▪ increase ▪ chains ▪ settlers ▪ experience
1. We’re looking for someone with (1)
______ as a hotel manager.
2. Some hotels cater to small and large (2)
______ groups and gatherings.
3. The first hotel (3)
______appeared in the late 30s of the 20th century in
the USA.
4. A small hotel normally consists of a small core (4)
_______ team
consisting of the General Manager and a few key department managers
who directly handle day to day operations.
5. They are going to (5)
_______ the number of suites for the potential
guests of the hotel.
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6. The early (6)
________ would have walked into Britain across an ancient
land bridge that once divided the North Sea from the Atlantic and
connected the country to what is now mainland Europe.
8. Complete the sentences using the information from the text.
1. Settlers from all different parts of the world made their way to the New
World (the United States), places to eat, drink and sleep began appearing
_______the colonies.
2. Hotels also experienced growth _______ mass tourism, higher salaries
and more people living longer and being able to enjoy their retirement
years.
3. With the increased use of the stagecoach, English travelers stayed in
inns, which were actually private homes that _______ a room and
meal.
4. Much of the hospitality industry fell to religious orders such as
monasteries who _______ travelers.
5. Hotel and restaurant management are _______ together in the industry
known as the hospitality industry.
6. Casual dining became popular and the introduction of franchising
allowed such chains as White Castle, TGI Fridays and Chilis to ______
the restaurant scene.
7. It was also the time when hotels introduced modern _______.
9. Translate the following sentences into English.
1. Гостиничный сервис является важной частью индустрии туризма.
2. Туризм и гостеприимство тесно связаны между собой, поскольку
путешественникам всегда нужно место для размещения и питания.
3. Размещение зависит от времени года, поскольку экономическая
деятельность гостеприимства носит сезонный характер, и
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размещение всегда подразумевает большую изменчивость своих
структур.
4. Успех туризма во многом зависит от качества гостеприимства и
потребительских услуг, а также от эффективности деятельности
служащих отеля.
5. Структура гостиничного продукта представлена следующими
составными частями: здания гостиниц, центров отдыха или лагеря,
круизные суда, дачные дома или дачные поселки, на приносящие
прибыли общежития и детские лагеря отдыха.
Self-check
1. What aspects does the hospitality industry deal with?
2. What three branches does the hospitality industry subdivided into?
3. What criteria are used in hotel classifications?
4. Why do restaurants play an important role in the society?
5. When was the first restaurant opened?
6. What does the word “restaurant” mean? Who was “the father of modern
restaurants?
7. How did it happen that the French culinary traditions became world-
known?
8. What factors does the successful operation of the restaurant depend on?
9. What criteria are used in the restaurant classification?
10. What’s the difference between a full-service restaurant and a specialty
restaurant?
11. What types of services are used in luxury and casual restaurants?
12. What is a French service/ Russian service/ a buffet service/ an American
service? English service?
13. What does the toursim business deal with?
14. What travel companies are considered to be tourism promoters?
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Методические указания для выполнения контрольной работы № 4 по
дисциплине «Английский профессиональный язык» 6 семестр
Контрольная работа составлена в соответствии с Рабочей программой
учебной дисциплины «Английский профессиональный язык» по
направлению подготовки 43.03.03 Гостиничное дело. Для подготовки к
выполнению контрольной работы студентам рекомендуется изучить
материал по следующим темам:
- Гостиничные цепи
- Особенности обслуживания в гостиницах типа Хайят, Мариотт,
Ритц-Карлтон и т.д.
- Понятие франчайзинга
- Учет социально-культурных особенностей гостей при
обслуживании в гостиницах
- Понятие «Межкультурная коммуникация»
- Организация службы питания в гостинице
- Основные планы питания
- Обслуживание в номере
- Заказ столика в ресторане. Заказ еды по меню.
- Типы питания в гостинице
- Современное состояние гостиничной индустрии
- Понятие индустрии гостеприимства, характеристики индустрии
гостеприимства, отличие от индустрии туризма и их взаимосвязь
В процессе подготовки студентам рекомендуется выполнить задания
для самостоятельной работы из учебного пособия “Professional English for
Hospitality Students”, Часть 4 (автор Петрашевская Е.Г.) для заочного
обучения.
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Контрольная работа № 4 (6 семестр)
Hotel chains
1. Choose the variant that best completes the statement or answers the
question.
1. One of the most important advantages of the hotel chains is having
the resources to …
a. spend more money on advertising
b. get more money for salaries
c. waste money
d. pay less amounts of money for taxes
2. The chains can spread the cost for advertising among …
a. all of their employees
b. all of their customers
c. аll of their member units
d. all of their sponsors
3. The top staff people are usually experienced hotelmen who can …
a. effectively control the operations of the individual units
b. always do whatever they want
c. come to their work any time they like
d. spend hotel money on their personal needs
4. The practice of every-year-changing locations for holding the
conventions is very attractive to …
a. people applying for hotel jobs
b. many sponsoring groups
c. hotel staff
d. citizens of the chosen city
(4 балла)
2. Give the English equivalents to the following word combinations.
1. быстрое строительство гостиниц ____________________________
2. появление сетей отелей ____________________________________
3. дочерняя компания ________________________________________
4. конкурентоспособные преимущества _________________________
5. персонал по развитию связей с общественностью
_______________________________________________________
6. стандартизация оборудования и процессов управления
_________________________________________________________
7. подробное руководство-справочник _________________________
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8. выдача компанией лицензии на производство или продажу товара
под ее маркой _____________________________________________
9. расширение сети отелей ____________________________________
10. иметь доступ к информации по исследованию рынка
________________________________________________________
11. централизованная система бухучета и аудита __________________
(11 баллов)
3. Put the verbs in brackets in the correct form.
The Baglioni Hotels Group currently (consist) of 14 luxury boutique
hotels in Italy, France and the UK (position) in prime locations (include)
Rome’s Via Veneto, Venice’s Piazza San Marco, Milan’s Via Della Spiga,
the Champagne and Côte D’Azur regions in France and London’s
Kensington. In Italy and in the UK the Group (operate) under the Baglioni
name and (include) four hotels that are members of the prestigious “The
Leading Hotels of the World” chain, while in France all its hotels are part
of the exclusive Relais & Chateaux collection.
(5 баллов)
4. Translate the text into English.
Hilton Hotels & Resorts является четвёртой по величине международной
сетью отелей, принадлежащей корпорации Hilton Hotels Corporation.
Компания была основана в 1919 году.
В 1943 году Hilton Hotels стала первой сетью отелей действующей на
обеих побережьях США.
В 2010 году компания управляла сетью из 540 отелей в 76 странах мира
на шести континентах.
Компания делает акцент на бизнес-поездки, но также владеет и управляет
множеством предназначенных для отдыха гостиниц расположенных в
курортных зонах по всему миру.
Под управлением компании Hilton Hotels & Resorts имеются гостиницы
для разных категорий путешественников: роскошные отели с полным
спектром услуг, отели для отдыха в курортных зонах, гостиницы средней
ценовой категории.
(5баллов)
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Interpersonal communication
5. Complete the texts with the words from the box.
a. Etiquette and the tourism industry
a. mutual understanding b. quality service etiquette c. interpersonal
contacts d. demand
During a visit, there are always 1_______including contacts between
tourists, tourists between tourism staff, and tourists between local residents of
the host country. These contacts are diversified in nature, we need “etiquette”
to manage our behavior, enhance 2 ________ and friendship.
Tourism industry must provide tourists with 3
_________ in addition to
the provision of tangible products and services such as transportation services,
accommodation services and recreational facilities. Quality service etiquette
aims to help tourism services staff to understand the different types of protocol,
courtesy, manners and ceremony. Therefore, quality customer service etiquette
is one of the essential factors for tourism industry in meeting the customers’ 4
_______ for service satisfaction.
b. Etiquette and Taboos
a. differences b. a service staff c. taboos d. observe the customs
e. satisfactory services d. consumption patterns
The differences of cultural traditions and values vary in accordance to
the differences between countries, regions, nationalities and economic
development. In addition, tourists are different in terms of employments,
genders, ages and lifestyles, which in turn have differences in their 1
_________. In order to provide tourists with 2 _________, tourism staff should
have a good understanding of these 3_______. For example, Westerners treat
the number “13” as ominous. Japanese also avoid the number “13”, but their
reason is not due to the number itself, instead it is related to the sum of “1” and
“3”, which makes “4”. In Japanese, the pronunciation of “4” is similar to that
of “death”. If 4
_______ presents 4 pieces of gifts to a Japanese customer, it
would be regarded as a curse. Some nationalities have 5 _____ about colors.
For example, black is the color used in funerals in Europe and the US; blue is
unlucky in the eyes of Belgians; in Brazil purple is sadness. Therefore, it is
important to 6 _______ and taboos of a region before going abroad. „
c. Middle East
a. tourist area b. closed с. religions d. conservative
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The Middle East is a vast region made up of a variety of countries. Some
countries such as Lebanon is one of the most Europeanized countries in the
Middle East, but some Islamic countries such as Saudi Arabia is quite 1_______. In terms of tourism, the Middle East is not a very popular
2 ______
due to complicated political issues. Nevertheless, Middle East countries always
present a mysterious ambience that attracts people. When traveling to these
countries, tourists should pay extra attention to the local 3_____. For example,
in Saudi Arabia, women would cover their entire body except their eyes. The
Jewish Sabbath begins from sunset on Friday to sunset of the next day every
week. During this period, all government offices, banks and offices in
Jerusalem would be 4______. In Afghanistan, when people greet each other,
they shake hands or hug each other twice. Tourists should never wear clothes
with star patterns when travelling in the Middle East. It is because star is the
symbol of the Israeli flag. It will easily offend local people.
f. Europe
a. European etiquette b. style dining c. alcoholic drinks
d. interpersonal communication g. pick up h. juices
The principle of “Lady first” is stressed in 1________. “Sorry” and
“Thank you” are the most frequently used expressions in 2 _______ and
socialized occasions. There are certain table manners to observe in European 3______. For example, toothpicks are generally not provided on tables. If you
bring your own toothpicks, do not use them in front of others. It is better to use
them in the washroom if you really need to. Never 4 _____ the plates to eat,
however, silverware and glassware are allowed. Europeans seldom drink water
during meals, and they are usually served with 5 _______. People who do not
want alcoholic drinks are usually served with 6 ______. In Europe, say “Excuse
me” when you pass by others at a narrow space. But instead of jostling, you
should turn your body to face those who are seated and move along slowly.
Similar to the Americans, Europeans address people by names directly once
they know each other. It is impolite to address others by “You”. „
(20 баллов)
Food & Beverage Service
6. Read the text and answer the questions.
The Catering Department
At the head of the catering department is the catering manager.
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The catering department is separate from the food and beverage
department. It has got different functions.
The caterer provides different services from the restaurant.
The restaurant serves small groups of customers. A caterer arranges and
prepares parties, banquets, large group meals.
The caterer has to deal with large quantities of food and beverages.
The caterer must also manage the employees who work at those
gatherings.
Conventions always require this kind of service. Conventions are
assemblies of professionals, businessmen or government officials. They get
together to exchange ideas and information. Conventions use a lot of hotel
facilities and catering services.
Experts have come to the conclusion that the success of a convention
may strongly depend on a well-run banquet.
The catering business hasn’t yet reached its peak. The number of
conventions has grown and volume of catering services has also grown.
Conventions will continue to increase. That’s why the need for catering
services will increase, too.
Questions
1. How do the catering department and the food and beverage
department differ?
2. What does the caterer have to deal with?
3. What are conventions?
4. What may the success of a convention depend on?
5. Why will the need for catering services will increase?
(5 баллов)
7. Write the sentences in the Passive voice.
1. We call foodservice for special events catering.
2. In catering they prepare food in one place and serve it in another.
3. They prepared food in kitchens operated by the caterer and
delivered it to the airline before its departure.
4. The airplane’s flight service crew is serving the catered food right
now.
5. Many institutions have bought complete frozen meals from a caterer
this month.
6. In addition to the meal itself the caterers sometimes provide drinks, a
staff, dishes, cutlery, napery and assistance with all arrangements that
the customer require.
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7. Many hotels will offer special foodservices to the guests to attract
conventions and banquets.
8. Guests can order Room service by telephone from a menu in each
room.
9. In large hotels special employees take the telephone orders and a
special staff delivers the food.
10. Some hotels install minibars in the rooms and use vending machines
in the hallways.
(10 баллов)
8. Translate into English.
1. Служба общественного питания обеспечивает обслуживание гостей
в ресторанах, кафе или барах гостиницы, решает вопросы по
организации и обслуживанию банкетов, презентаций и других
праздничных мероприятий.
2. При организации питания туристов используются различные
методы обслуживания: а ля карт, табльдот, шведский стол. При
методе обслуживания а ля карт гости делают предварительный
заказ и обслуживаются в установленный промежуток времени.
3. Метод табльдот предполагает обслуживание гостей в одно и то же
время по одному и тому же меню.
4. Шведский стол представляет собой широкий выбор блюд со
свободным доступом: можно взять все, что угодно, в желаемом
количестве из того, что предложено и выставлено.
5. Предприятия питания предлагают туристам разнообразные
дополнительные услуги: организацию торжеств, питание в номере,
сервис на этаже, мини бары в номере и др.
6. Гостиничный ресторан работает несколько иначе, чем обычный
ресторан.
7. Время работы гостиничного ресторана должно быть таким, чтобы
удовлетворять потребности подавляющего большинства
постояльцев, даже если для этого в отдельные часы работа
ресторана не будет приносить прибыли.
8. При этом до 70 % гостей отеля не обедают в гостиничном ресторане
и до 50 % не ужинают в нем, а 2/3 дохода ресторана поступают от
сторонних посетителей.
9. Формула успеха ресторанного бизнеса – это сочетание хорошей
еды, хорошего сервиса и разумной ценовой политики.
10. Но для достижения этого сочетания требуется отслеживать массу
дрyгих параметров (сроки приготовления пищи, санитарные нормы,
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издержки производства, предпочтения клиентов, конкуренция
соседних ресторанов и т.д.).
(10 баллов)
Hospitality Industry
9. Complete the text with the words derived from the ones given in the
right-hand column.
Indian Hospitality Industry
Hospitality industry in India is one of the (1)
______
growing industries of the country. While there are
many Indian names like Oberoi, Taj, Leela, ITC
that have already (2)
______ a big market share;
international brands are also on a spree of
expansion. India has seen a huge growth in its
hospitality sector in recent years.
Almost all the big brands have (3)
_____ hundreds
tothousands of new rooms in their room inventory
andmost of them have (4)
_______ plans for
expansion.Hospitality industry has (5)
_______ a
fourfold growthsince 2000. One of the important (6)
_______ of thisgrowth is that India has (7)
______
as one the popularbusiness destinations in South
Asia. Growth in IT as wellas India’s potential to
become one of the (8)
_______tourist destinations in
the world (9)
_____ all majorglobal hospitality
brands towards India. Today, India (10)
______ more than 30 hotel brands, which are (11)
_______ even in the small towns of the country.
FAST
CAPTURE
ADD
FAR
SEE
REASON
EMERGE
GOOD
ATTRACT
HOST
EXPAND
(11 баллов)
10. а.Read the text. Match the headlines with the paragraphs.
A. Europe
B. Inns for Travelers
C. Restaurants
D. Introduction
E. Modern Hotels
1. Travelers throughout the world have always sought hospitable places to
rest and eat. Although modern hotels feature conveniences such as
televisions, en suite showers and minibars, they fulfil the same purpose
135
as ancient inns and boarding houses. The history of hotel and restaurant
management goes back many years but has always involved the essential
concept of hospitality. The term «hospitality» derives from «hospice»,
meaning a place of rest for travelers and pilgrims.
2. From the beginning of the 17th century, enterprising individuals built
and developed inns across America to serve the needs of pioneers
traveling across the country. These inns initially offered only basic
facilities, but then as competition grew, they began providing more
extensive services for those prepared to pay more.
3. Modern hotels, built with the sole purpose of providing hotel
accommodation, launched in American cities at the end of the 18th
century. New York’s first hotel, the City Hotel, opened in 1792. At the
beginning of the 19th century, America’s first five star hotel, the
TremontHouse in Boston, began welcoming guests. Single or double
rooms,featuring lockable doors, washing bowls and free soap, appealed
to wealthy travelers. Many famous hotels, such as the Waldorf Astoria,
opened in the 1920s. Over the course of the 20th century, business
organizations and corporations took over ownership and management
of most of the large hotels in the country. Hotel management training
courses were originally broad based, but have evolved over the years to
offer more specialized courses for students who plan to work in one of
the many spheres of hospitality management.
4. Originally, simple taverns for travelers served a limited range of food
and drinks in basic surroundings. In 1670, the first American coffee
house opened in Boston, and served nonalcoholic drinks to customers.
During the 19th century, an increasing number of restaurants opened
across the United States in both cities and towns. Restaurateurs
welcomed the wide availability of commercially frozen food during the
1950s, and this led to more affordable menus. The 1970s heralded the
opening of fast food franchises, still popular today. The skills of
restaurant managers have changed over the years, and most restaurant
chainsand franchises now run their own training programs.
5. In the Middle Ages, European monasteries and abbeys first opened their
doors to offer hospitality to travelers. Over time, business people took
overthe management of many of these inns. During the 19th century, the
Industrial Revolution heralded the opening of hotels in Europe’s major
cities. The owners of many of these hotels aimed to attract wealthy
travelers by building intricate and ornate buildings. Throughout the 20th
century, hotels sprang up across Europe in mountain and resort regions.
136
The European hospitality industry is a growing industry and encourages
its managers to develop an international approach to hotel and restaurant
management.
(5 баллов)
10 в. Answer the questions.
1. What’s the origin of the word “hospitality”?
2. How was the hospitality industry developed in the USA?
3. Why was there the wide availability of commercially frozen food in
American restaurants in the 50s?
4. In what way did the Industrial Revolution contribute to tourism and
hospitality industry development in Europe?
5. What is European hospitality industry like?
(5 баллов)
11. Translate into English.
1. Историческое зарождение массового гостиничного промысла
берет свое начало в Древнем Риме, где появляется разветвленная
сеть постоялых дворов и таверн в городах и вдоль дорог огромной
территории Римской империи.
2. Первые гостиницы (караван сараи), как и сама профессия по
обслуживанию путешествующих людей, возникли в далеком
прошлом, более чем за 2 тыс. лет до н.э., в древневосточной
цивилизации.
3. Со времен Древней Греции и особенно Древнего Рима получили
развитие таверны, предназначенные для путешествующих
торговцев и артистов, паломников и странников.
4. Древняя гостиница состояла из ограждения для лошадей и двух
этажного здания, в котором на первом этаже располагалась та
верна, а на втором – спальни.
5. Эпохи Ренессанса и Просвещения ослабили религиозные мотивы
путешествий.
6. Английские гостиницы являлись родоначальниками туристских
комплексов на соответствующих тем временам качественном и
количественном уровнях оказания услуг.
7. Европейские придорожные гостиницы одновременно служили
центрами развлечения для местных жителей, в которых они
проводили время, предаваясь различным азартным играм.
8. Возникновение постоялых дворов в Северной Америке было
связано с появлением европейских переселенцев.
137
9. В конце XIX – начале XX в. в крупных городах Европы и Америки
появились роскошные гостиницы, рассчитанные на удовлетворение
спроса со стороны новых миллионеров и старой знати, для
которых путешествия стали модным времяпрепровождением.
(9 баллов)
138
Перечень вопросов для подготовки к экзамену
Тема «Hotel Chains»
1. What is a hotel chain?
2. What forms of ownership are used in the hospitality industry
nowadays?
3. Name some world-known hotel chains.
4. What advantages do hotel chains have over individually owned
hotels?
5. What benefits are offered by the hotels owned by airline companies?
6. What is franchising? What do individual franchisees pay to the parent
company for the privilege of operating under a brand name?
7. In what way can hotel chains control the standardization of
equipment and operating procedures?
8. What is a referral system? How does а chain expand by means of а
referral system?
9. What advantage dо the chains have in increased sales potential for
conventions?
10. In what other ways can chain management also increases the
efficiency of the total organization?
Тема «Interpersonal Communication»
1. What does interpersonal communication in the tourism industry involve?
2. What etiquette is one of the essential factors for tourism industry in
meeting the customers’ demand for service satisfaction?
3. What basic skills can help the staff to achieve excellence in hospitality?
4. Why smiling is important? What does a smile say?
5. What are the forms of appropriate address to the guest whose name is
unknown?
6. Why is it important to use the guest’s name many times in the
conversation?
139
7. What does the telephone etiquette say about answering the phone?
8. What statement should the employee end the conversation with when
speaking with a guest?
9. What’s the employee’s behavior like when the guests are around?
10. What positive endings are used when the guests departs from the hotel?
11. What does a positive attitude mean?
12. What should the employees be taught when making decisions?
13. Give examples of communication etiquette and taboos in the USA, the
United Kingdom, Russia, France, Italy, Thailand, India.
Тема «Food & Beverage Service»
1. What food and beverage facilities are there in hotels?
2. What does the food and beverage department include?
3. What kind of customers does a hotel restaurant serve? What kind of
menus are there?
4. What types of breakfast can a restaurant serve? How do they differ?
5. What does the hotel rate “bed & breakfast” include?
6. What does the hotel rate “half board” include?
7. What does the hotel rate “full board” include?
8. What employees are on the staff in the Food & Beverage Department?
9. What are some of the jobs in the bar and cocktail lounge of a hotel?
10. How does food service in a hotel bar usually differ from food service in
the restaurant?
11. What is room service? What is involved in providing hotel room
service? What meal is most frequently ordered from room service? How
can this meal be ordered in some hotels?
12. What does the service with a full a la carte menu include?
13. What does silver service mean?
14. What is the difference between silver service and plate service?
15. What type of service is called self-service?
140
16. How do the catering department and the food and beverage department
differ?
17. What is a banquet? What kind of functions do restaurants arrange
banquets for? What kind of service do restaurants provide at the
banquets?
Тема «Hospitality Industry»
1. What aspects does the hospitality industry deal with?
2. What three branches does the hospitality industry subdivided into?
3. What criteria are used in hotel classifications?
4. How are hotels classified by virtue of location/by virtue of prices/virtue
of services offered ?
5. Why do restaurants play an important role in the society?
6. When was the first restaurant opened?
7. What does the word “restaurant” mean? Who was “the father of modern
restaurants?
8. How did it happen that the French culinary traditions became world-
known?
9. What factors does the successful operation of the restaurant depend on?
10. What does the words “positioning” and “concept” mean in the restaurant
business?
11. What criteria are used in the restaurant classification?
12. What’s the difference between a full-service restaurant and a specialty
restaurant?
13. What types of services are used in luxury and casual restaurants?
14. What is a French service/ Russian service/ a buffet service/ an American
service? English service?
15. What does the toursim business deal with?
16. What travel companies are considered to be tourism promoters?
141
Перечень учебной литературы
1. Петрашевская Е.Г. Professional English for Hospitality Students.
Английский язык профессиональный для специалистов индустрии
гостеприимства, Часть 4: учебное пособие с методическими
указаниями и тестами для текущего и промежуточного контроля по
дисциплине «Английский профессиональный язык» по направлению
подготовки 43.03.03 «Гостиничное дело» - M:МГИИТ, 2018, 142 с
2. Keith Harding & Paul Henderson. High Season. English for the Hotel and
Tourist Industry. Oxford University Press, 2000 – 176 с.
3. Trish Stott & Alison Pohl. Highly Recommended – 2. English for the Hotel
and Catering Industry. Student’s Book. Oxford University Press, 2010 –
114 c.
4. Virginia Evans, Jenny Dooley, Veronica Garza. Hotels & Catering. Express
Publishing, 2011 – 114 c.
5. Phyllis Pogrund & Rosamary Grebel. Make your Mark in the Hotel
Industry. McGraw-Hill, 2001 – 129 c.
6. Lawrence J Zwier, Nigel Caplan. Everyday English for Hospitality
Professionals. Compass Publishing Inc., 2007. – 87 c.
7. Joanna Dolinska-Romanowicz, Dorota Nowakowska. How can I help you?
Part II. A coursebook for Hospitality professionals. Publisher Rea, 2010. -
191 c.
8. 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. - 192 с. - (ПРОФИль).
9. Воробьева С.А., Киселева А.В. Деловой английский для гостиничного
бизнеса. 2-е изд. – Москва: Филоматис, 2008 – 336 с.
10. Мошняга Е.В. Английский язык: туризм, гостеприимство, платежные
средства. 3-е издание, стереотипное. — Москва : Советский спорт,
2004. — 248 с
142
Автор-составитель
ПетрашевскаяЕкатеринаГеоргиевна
Professional English for Hospitality Students
Английский язык профессиональный для
специалистов индустрии гостеприимства
Часть 4
Учебное пособие с методическими указаниями и тестами для
текущего и промежуточного контроля для студентов заочного
отделения
Государственное автономное образовательное учреждение
высшего образования города Москвы
Московский государственный институт индустрии туризма
имени Ю.А. Сенкевича
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Печать офсетная. Бумага офсетная №1. Печ. л. 4,75.
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