Петрашевская английский для гостиничного бизнеса 1 часть

Professional English for Hospitality Students. Английский язык профессиональный для специалистов индустрии гостеприимства, Часть 2, Петрашевская Е.Г., 2018.

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. Содержание пособия соответствует Рабочей программе учебной дисциплины «Английский профессиональный язык» и включает следующие модули: «Служба приема и размещения: функции службы; квалификационные требования и должностные обязанности персонала службы; бронирование гостиничных услуг; заезд, размещение и регистрация гостей: способы оплаты; процедура выписки», «Служба обслуживания и эксплуатации номерного фонда: персонал службы: название должностей и функциональные обязанности; статус гостиничного номера; виды уборок гостиничного номера; типичные жалобы и проблемы службы; виды отчетов, «Организация и проведение конференций: типы помещений, расположение посадочных мест, техническое оснащение, вспомогательные услуги; бронирование бизнес услуг, переговоры по организации конференции», «Маркетинг и реклама: технологии продаж гостиничного продукта; разработка комплекса маркетинга; SWOT – анализ; реклама услуг гостиниц и гостиничного продукта; деятельность коммерческого отела гостиницы». Пособие составлено на основе оригинальных источников и дает возможность ознакомиться с практикой гостиничного бизнеса и условиями работы в сфере индустрии гостеприимства.

FRONT OFFICE.
The front office is the nerve centre of hotel operations. The bulk of work performed by the Front Office employees is directly related to customer service. Hotel personnel are there to serve guests. An important aspect of this is providing a good first impression of the establishment to guests. The Front Office is traditionally referred to the Front of the House in which employees have extensive guest contact.

Содержание.
Введение.
Методические рекомендации для самостоятельной работы студентов.
МODULE 1.FRONT OFFICE OPERATIONS.
MODULE 2.HOTEL HOUSEKEEPING.
MODULE 3.CONFERENCE FACILITIES.
MODULE 4.MARKETING & PROMOTION.

Бесплатно скачать электронную книгу в удобном формате, смотреть и читать:

Скачать книгу Professional English for Hospitality Students. Английский язык профессиональный для специалистов индустрии гостеприимства, Часть 2, Петрашевская Е.Г., 2018 — fileskachat.com, быстрое и бесплатное скачивание.

Скачать pdf
Ниже можно купить эту книгу по лучшей цене со скидкой с доставкой по всей России.Купить эту книгу

Скачать
— pdf — Яндекс.Диск.

Дата публикации: 05.07.2021 18:01 UTC

Теги:

Петрашевская :: книги по английскому языку :: английский язык :: гостиничный бизнес :: маркетинг :: реклама :: гостиницы :: сфера услуг

Предпросмотр (выдержки из произведения)

Найденные материалы, документы, бумажные и электронные книги и файлы:

Ниже показаны результаты поиска поисковой системы Яндекс. В результатах могут быть показаны как эта книга, так и похожие на нее по названию или автору.

Search results:

1. Петрашевская Е.Г. Professional English for Hospitality Students.

   Part 2 / Английский язык профессиональный для специалистов индустрии гостеприимства. Часть 2.

   Пособие направлено на формирование профессиональных компетенций студентов посредством иностранного языка. Содержание пособия соответствует Рабочей программе учебной дисциплины «Английский профессиональный язык» и включает следующие модули: «Служба приема и размещения: функции службы; квалификационные требования и должностные обязанности персонала службы; бронирование гостиничных услуг…

   d.eruditor.one

2. Петрашевская Е.Г. Professional English for Hospitality Students.

   Цель курса овладения английским профессиональным языком заключается в формированииязыковой, межкультурной коммуникативной профессионально ориентированной компетенции, которая позволит использовать иностранный язык в профессиональной и научной деятельности. На освоение дисциплины отводится 108 часа, из них 12 часов – для установочных практических занятий, 92 часа — для самостоятельной работы, 4 часа — зачет.

   d.eruditor.one

4. Канцтовары

   

   Канцтовары: бумага, ручки, карандаши, тетради.
   Ранцы, рюкзаки, сумки.
   И многое другое.

   my-shop.ru

6. Everyday English for Hospitality Professionals (Book and Audio CD)…

   The characters and situations in the book coordinate with the award-winning software package, Hospitality English, from DynEd International. Key Features – Vibrant full-color illustrations. – Vocabulary for more than 60 essential hospitality functions. – In-depth Culture and Language notes. – Special sections about good practices for hospitality professionals. – Natural, idiomatic English. – Free audio CD includes dialogs from each chapter Author: Lawrence J. Zwier, Nigel Caplan, Casey Malarcher Publisher: Compass Publishing Publication date: 2006.

   vk.com

7. Professional English for Hospitality Students§асть 4.pdf2 УК…

   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…

   vdocuments.mx

8. Петрашевская Е.Г. Professional English for Hospitality Students.

   Part 2 / Английский язык профессиональный для специалистов индустрии гостеприимства. Часть 2.

   Пособие направлено на формирование профессиональных компетенций студентов посредством иностранного языка. Содержание пособия соответствует Рабочей программе учебной дисциплины «Английский профессиональный язык» и включает следующие модули: «Служба приема и размещения: функции службы; квалификационные требования и должностные обязанности персонала службы; бронирование гостиничных услуг…

   c.twirpx.one

9. English for Hospitality Industry | Это сообщество создано в помощь…

   Это сообщество создано в помощь преподавателям профессионального английского языка, а также студентам в сфере гостиничного бизнеса и туризма. Материалы сообщества будут полезны всем желающим улучшить свой английский язык и свободно общаться… | 56 подписчиков.

   vk.com

10. Английский язык | Indian Hospitality Industry

    ближенную к профессиональной ситуации тему, что в свою очередь поможет сформировать необходимые навыки и умения профессионального взаимодействия на иностранном языке; à словарь профессиональных терминов и сокращений (англо рус ский); à глоссарий (англо английский).

    12. Переведите письменно предложения на английский язык, используя словарь. 1. В античные времена основными мотивами передвижений части общества были торговля, образование, паломничество, оздо ровление, исполнение государственных функций.

    ustiantehnikum29.ru

11. Professional English for Hospitality Students

    «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 (6 Семестр). Учебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения. Москва 2018.

    rykovodstvo.ru

12. Hotels and Catering / Гостиничное и ресторанное дело…

    Switch to English регистрация. Телефон или почта. Пароль.

    28 мар 2016. Пожаловаться. Hotels and Catering / Гостиничное и ресторанное дело #workbook@anlit_english. Последние записи: Animal idioms. Career Paths_Hotels and Catering 2011.pdf.

    vk.com

13. Professional English for Hospitality Students

    Государственное автономное образовательное учреждение высшего образования города Москвы «МОСКОВСКИЙ ГОСУДАРСТВЕННЫЙ ИНСТИТУТ ИНДУСТРИИ ТУРИЗМА. ИМЕНИ Ю.А.СЕНКЕВИЧА (ГАОУ ВО МГИИТ имени Ю.А. Сенкевича). Факультет туризма и гостеприимства. Кафедра лингвистического обеспечения профессиональной деятельности. О.А. Лапидус. Professional English for Hospitality Students. Английский язык профессиональный для специалистов индустрии гостеприимства. 4 Семестр.

    rykovodstvo.ru

14. English for Tourism and Hospitality in Higher Education Studies…

    It covers key facts and concepts from the discipline, thereby giving students a flying start for when they meet the same points again in their faculty work. It also focuses on the skills that will enable students to get the most out of lectures and written texts. Finally, it presents the skills required to take part in seminars and tutorials and to produce essay assignments. English for Tourism and Hospitality has 12 units, each of which is based on a different aspect of tourism or hospitality. Odd-numbered units are based on listening (lecture/seminar extracts).

    vk.com

15. Английский язык для направлений Сервис и Туризм / English for…

    Тематика текстов отражает основы организации и управления сферой гостинично-ресторанного бизнеса и туризма, маркетинговые концепции в этой сфере. — … — — Коллекция всех пособий от Визуального английского vk.com/learnenglish?w=page-36775085_47022282. Последние записи: Раздаточный материал для изучения английского.. ESL Vocabulary Worksheets [MUST HAVE].

    vk.com

16. Английский для отельного бизнеса. Лексика, тесты, полезные…

    2) Highly Recommended: English for the Hotel and Catering Industry 2 (SB, WB, TB, CD). Rod Revell, Trish Stott. Oxford University Press. 3) Be My Guest — English for the Hotel Industry Student‘s Book + 2 Audio CDs. Francis O’Hara.

    Пожалуйста, кто-нибудь объясните мне одну загадку — почему в интернете гуляют учебники Highly recommended с метками частей 1 и 2, но что бы я ни скачивала, это все время один и тот же учебник, в названии которого нет ни цифры 1, ни 2. Так вообще существуют части или под двойкой, по сути, просто новое издание?

    vk.com
17. #englishmap #professional@englishmap Английский язык…

    Английский язык в сфере обслуживания (Изд. 2-е). English for students in service sector, tourism, and hospitality.

    RUSSIAN CUISINE 229 CAUCASIAN CUISINE 235 REVISION COURSE/ ПОВТОРИТЕЛЬНЫЙ КУРС 238 English alphabet/Английский алфавит 238 ФОНЕТИКА 238 Особенности английского произношения 238 Правила чтения 241 Правила чтения буква, е, i, о, и, у и их сочетаний 241 Правила чтения гласных а, е, i, о, и, у в ударных и безударных слогах 241 Правила чтения буквосочетаний 242 Звуки в английском языке 242 ОСНОВНЫЕ ПОНЯТИЯ.

    vk.com

18. Учебники для МДК (английский язык) 2021 | Гостиничное дело

    Switch to English регистрация. Телефон или почта. Пароль.

    1 сен 2021. Пожаловаться. Учебники для МДК (английский язык). Последние записи: Ребята! . Самостоятельная работа для групп 711, 712. Virginia Evans. Hotels & Catering.pdf.

    vk.com

19. Для туризма и гостиничного бизнеса — Для специалистов…

    Раздел: Для специалистов (English for Specific Purposes) → Для туризма и гостиничного бизнеса. The layout of English Business Letters. Полезная брошюра для правильного написания деловых писем на английском языке.

    Раздел: Для специалистов (English for Specific Purposes) → Для туризма и гостиничного бизнеса. Cambridge Professional English, 1998. Книга для учителя к учебнику английского языка по международному туризму для студентов специальностей «Социально-культурный сервис и туризм», «Туризм».

    d.eruditor.one

20. Для туризма и гостиничного бизнеса / English for Tourism and…

    English for students in service sector, tourism and hospitality. — Изд. 2-е,стер.— Ростов н/Д: «Феникс», 2013. — 377 с. — (Высшее образование) ISBN 978-5-222-20702-4 Учебное пособие предназначено для занятий по английскому языку в высших учебных заведениях и средних специальных заведениях, готовящих специалистов в сфере сервиса, туризма, торговли и пищевой промышленности по специальностям «Социально-культурный сервис и туризм» и «Сервис».

    www.studmed.ru

21. (PDF) english for tourism and hospitality industry

    meet the needs of students in the specific disispline of tourism and. the Hospitality Industry. This book is divided in two sections: Practical part and. Theoretical review. In practical part, the students will learn many. skills and experience that they will need in their work of Tourism.

    Because of it, social media is appropriate media for engineering students to learn English as a foreign language. Sharing pictures in social media which relate with students‘ major will increase students‘ interesting to learn English. The objective of this study was students‘ posts in Instagram.

    www.researchgate.net

22. Professional Spoken English for | Part-1: Basic Spoken English

    Professional Spoken English for Hotel & Restaurant Workers, 1st edition is a self-study practical Spoken English training guide for all nonnative English speaking hotel, restaurant, casino workers and hospitality student who want to accomplish a fast track, lavish career in hospitality industry. www.hospitality-school.com, world’s most popular free hotel & restaurant management training blog publishes this book with an aim.

    www.hospitality-school.com

23. Скачать учебную литературу на английском для профессий…

    Для пользователей нашего сайта мы предоставляем возможность скачать книги в оригинале на английском языке абсолютно бесплатно. Все произведения из коллекции, собранной на нашем сайте, были найдены в сети интернет в свободном доступе.

    Если вы являетесь правообладателем печатного издания, представленного в одном из наших разделов с книгами на английском, и считаете, что ваши права по DMCA были нарушены, просим обратиться по электронному адресу EnglishOnlineClub.com@gmail.com с указанием произведения.

    m.englishonlineclub.com

24. Деловой английский для гостиничного бизнеса (В1). Учебное…

    Настоящее учебное пособие предназначено для студентов, владеющих английским языком на уровне Intermediate. Книга составлена на основе оригинальных источников и материалов зарубежной прессы и дает возможность ознакомиться с практикой гостиничного бизнеса и условиями работы на мировом туристическом рынке. Соответствует актуальным требованиям Федерального государственного образовательного стандарта среднего профессионального образования и профессиональным требованиям.

    vk.com

25. Книги:Английский язык для гостиничного бизнеса — Гостиницы

    От издателя Учебное пособие содержит профессионально ориентированную тематическую лексику и фразеологию, а также необходимые грамматические материалы. Уроки пособия включают в себя упражнения для закрепления материала, ситуативные диалоги, творческие задания, а приложение — упражнения для перевода с русского языка на английский, и тексты для чтения и обсуждения.

    forum.prohotel.ru

26. Михайлов Н.Н. Английский язык для направлений Сервис…

    Тематика текстов отражает основы организации и управления сферой гостинично-ресторанного бизнеса и туризма, маркетинговые кон-цепции в этой сфере. Для студентов высших учебных заведений.

    Предисловие UNIT 1. HOSPITALITY IN HISTORICAL PERSPECTIVE Key Terms and Concepts Lesson 1: Hospitality Through Centuries Lesson 2: Mode Concept of Hospitality Lesson 3: The New Management Concepts Lesson 4: Review Exercises UNIT 2. THE STRUCTURE OF MODERN HOSPITALITY INDUSTRY Key Terms and Concepts Lesson 1: The Hotel Business…

    www.studmed.ru

27. Е.Г. Петрашевская Professional English for Hospitality …

    Professional English for Hospitality Students. Английский язык … see daylight. So there are three … Seti I and his son, Rameses II.

    Strathmore University School of Tourism and Hospitality (STH) has developed the Hospitality.

    trpdfs.info

28. English for Students Majoring in Hospitality Industry

    Профессионально ориентированный английский для студентов, изучающих индустрию гостеприимства. English for Students Majoring in Hospitality Industry. Учебно-методическое пособие. По английскому языку. для студентов факультета. Высшая школа туризма.

    This profile will outline salary, performance history, experience within the company, education, management suggestions or career path, and relocatability. It is a good idea for all professionals to review their profiles from time to time to ensure accuracy and make changes to reflect where they want to be.

    infopedia.su

29. Скачать учебную литературу на английском для профессий…

    Для пользователей нашего сайта мы предоставляем возможность скачать книги в оригинале на английском языке абсолютно бесплатно. Все произведения из коллекции, собранной на нашем сайте, были найдены в сети интернет в свободном доступе. Мы стараемся сделать так, чтобы изучение английского языка было максимально доступно для всех и каждого, при этом мы соблюдаем Закон об авторском праве в цифровую эпоху (Digital Millennium Copyright Act).

    englishonlineclub.com

30. ББК 81.2Англ CONTENTS Winit The Hospitality Industry.

    (Службы управления гостиницами)). Воробьева С.А., Киселева А.В. Unit IV Working in Hospitality Industry. Деловой английский для гостиничного бизнеса. 2-е изд. . (Профессии в сфере гостиничного филоматис, 2006. бизнеса). ISBN 5-98111-064-3. The Front Desk. (Службы непосредственного обслуживания клиентов (прием, Данное учебное пособие предназначено для лиц, профессиональ. регистрация и размещение, но занимающихся гостиничным бизнесом, а также для студенто.

    begin-english.ru

31. Скачать учебную литературу на английском для профессий…

    Для пользователей нашего сайта мы предоставляем возможность скачать книги в оригинале на английском языке абсолютно бесплатно. Все произведения из коллекции, собранной на нашем сайте, были найдены в сети интернет в свободном доступе. Мы стараемся сделать так, чтобы изучение английского языка было максимально доступно для всех и каждого, при этом мы соблюдаем Закон об авторском праве в цифровую эпоху (Digital Millennium Copyright Act).

    englishonlineclub.com

32. Для специалистов / English for Specific Purposes

    Академическая и специальная литература. Языки и языкознание. Английский язык. Для специалистов / English for Specific Purposes.

    — 240 с. Книга является результатом научных изысканий в области стилистики английского языка и посвящена лингвистическим проблемам обмена профессиональной информацией специалистов разных областей знаний. LSP (Language for Specific Purposes) стал инструментом для восприятия и передачи профессиональной информации.

    www.studmed.ru

33. «English for Students in Tourism Management. Английский язык…»

    Учебное пособие по английскому языку для студентов, изучающих индустрию туризма, посвящено сервису в туризме. В задачи книги входит обучение студентов устной и письменной речи в пределах предложенной тематики, которая охватывает организацию питания туристов, проблемы размещения на отдыхе, транспорт и медицинское обслуживание. Работа над материалами пособия поможет студентам на профессиональном уровне овладеть английским языком как языком специальности.

    Znanium.com

34. English for Hospitality Professions — YouTube

    О сервисе Прессе Авторские права Связаться с нами Авторам Рекламодателям Разработчикам…

    www.youtube.com

35. Методические указания для 2 курса «Виды услуг индустрии…»

    Методические указания включают в себя основные темыкурса «Виды услуг индустрии гостеприимства», содержащие адаптированные тексты и практические упражнения по его закреплению способствующих развитию и совершенствованию произносительных навыков.. Английский язык, СУЗ, Гостиничное д…

    multiurok.ru

Дата генерации страницы: понедельник, 13 марта 2023 г., 2:19:11 GMT

… есть чо? …

Список литературы Создать список литературы Список источников Примеры списков Готовые списки литературы История списков литературы Список издательств Список авторов Генератор кроссвордов Генератор кроссвордов online Готовые кроссворды История созданных кроссвордов Генератор титульных листов Создать титульный лист История титульных листов Таблица истинности ONLINE Построение таблицы истинности История таблиц истинности Прочие ONLINE сервисы Решение транспортной задачи Решатель задач (бета) Матричные вычисления (сложение, вычитание, умножение) Транспортная задача

Английский язык Список источников >Бизнес-книги >Деловая литература. Право. Психология >Иностранные языки для делового общения >Английский язык > Автор: Петрашевская Е. К. Год: 2010 Издание: Бибком Страниц: 190 ISBN: [не указан] Английский язык для гостиничного сервиса Добавлено: 2013-10-22 15:53:52 Похожие книги Видео о книгах:

Вход на сайт Нажмите для авторизации Информация Полезная информация FAQ О создателях / Контакты В нашем каталоге Теоретическая механика: Тарг С.М. 1989 Физика: Чертов для заочников (решебник) Физика: Прокофьев (решебник) Химия: Шиманович мет. 2003г. (решебник) Околостуденческое Полезные файлы

Английский язык для гостиничного дела. (СПО). Учебник.

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 (6 Семестр)

Учебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения

Москва 2018

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, 6 семестр: 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, 148 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 уроков, 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

Содержание

• 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

  http://www.moscow-hotels.net/chain-hotels/crowne-plaza/http://www.moscow-hotels.net/chain-hotels/crowne-plaza/http://www.moscow-hotels.net/chain-hotels/heliopark/http://www.moscow-hotels.net/chain-hotels/hilton/

• 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.

  http://www.moscow-hotels.net/chain-hotels/holiday-inn/http://www.moscow-hotels.net/chain-hotels/kempinski/http://www.moscow-hotels.net/chain-hotels/lotte/

• 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.

  http://www.moscow-hotels.net/chain-hotels/mamaison/http://www.moscow-hotels.net/chain-hotels/marriott/http://www.moscow-hotels.net/chain-hotels/maxima/

• 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

  http://www.moscow-hotels.net/chain-hotels/novotel/http://www.moscow-hotels.net/chain-hotels/park-hyatt/http://www.moscow-hotels.net/chain-hotels/park-inn/http://www.moscow-hotels.net/chain-hotels/radisson-blu/http://www.moscow-hotels.net/chain-hotels/renaissance/

• 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/

  http://www.moscow-hotels.net/chain-hotels/http://www.moscow-hotels.net/chain-hotels/ritz-carlton/http://www.moscow-hotels.net/chain-hotels/sheraton/http://www.moscow-hotels.net/chain-hotels/swissotel/

• 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.

• 40

  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

• 41

  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

• 42

  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:

• 44

  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”.

• 46

  — 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

• 47

  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”).

• 48

  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