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

45

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.

49

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

51

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.

62

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.

68

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.

74

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

81

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

98

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

99

(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)

130

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.

133

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,

134

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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