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Phrases / Questions
Contents
Preface....................................................................................... 4
Module 1
Unit 1. At a Hotel...................................................................... 6
Unit 2. Accommodation Industry........................................... 14
Unit 3. Hotel Facilities and Other Services............................. 25
Unit 4. Conference Facilities................................................... 41
Questions for Module Control 1............................................... 51
Module 2
Unit 5. Food and Beverage Service......................................... 53
Unit 6. The Reception Area..................................................... 69
Unit 7. Careers in the Hotel Industry...................................... 82
Unit 8. Hotel and Motel Chains.............................................. 89
Questions for Module Control 2............................................... 99
References............................................................................. 102
Preface
The proposed textbook is calculated for a language course for students majoring in “Hotel Hospitality”. The course concentrates on the main aspects of hotel business, its regulation, research and development, latest trends and future prospects, awareness of which is essential for professionals in hotel industry. The goals of the course, therefore, are:
· to get a systematic knowledge of hotel business; perspectives of making different careers in hotel industry;
· to become aware of recent developments, latest trends and future prospects in hotel business;
· to get acquainted with the major aspects of hotel, its origins, operations and types;
· to learn about regulation, research and development in hotel business;
· to get acquainted with the major aspects of hotels promotion, its methods and types;
· to learn to objectively evaluate the information presented in the Ukrainian and foreign media;
· to acquire basic skills of serving customers in English, paying attention both to verbal and non-verbal languages;
· to become aware of sales conversation and its set pattern;
· to build confidence in working in English with effective communication strategies;
· to improve the skills of group discussion, applying knowledge from different tourism-related disciplines;
· to broaden thesaurus of tourism terms.
The knowledge gained from the course will also contribute to students’ all-round economic and tourist education. Such a knowledge and skills will allow prospective hotel managers to fluently orient in professional resources in English; to think in professional categories and solve professional tasks; to deal with customers and partners; and, therefore, to integrate into tourism research and development on the global scale.
The course is intended for students who already have a basic knowledge of English. It comprises theoretical fundamentals of tourism and provides for the input in a wide range of contexts relevant to the field. The choice of topics and varied tasks are suited to the needs of prospective tourism professionals, providing many opportunities for students to speak English, applying their knowledge from different professionally-oriented disciplines. The teaching material comes from a wide range of sources related to the tourism industry, including Ukrainian, Russian, British and American textbooks in tourism, travel- and tourism-related websites, travel and hotels brochures, journals, etc.
In tourism industry English language skills are both a daily requirement and essential for career advancement. In addition, the tourist industry is very customer-focused, so speaking skills are of the utmost importance. Therefore, we have provided a wide range of communicative practice.
The textbook can also be used for self-studying or for the purpose of all-round education.
We hope that our coursebook will be useful for teachers and students who are interested in language, tourism and hotel business.
Module 1
Unit 1. At a Hotel
Topical Vocabulary
1. to get a reservation – принять заказ (на бронирование)
2. to have a reservation in the name of – забронировать на имя …
3. stay – пребывание, остановка
4. to rent a flat (an apartment) – снимать квартиру
5. to take in a boarder – брать жильца
6. to stay at a hotel – жить в гостинице, останавливаться в гостинице
7. to put up at a hotel – останавливаться в гостинице
8. to check in at a hotel – поселиться (зарегистрироваться) в гостинице
9. to check out of a hotel – выехать из гостиницы, освободить номер
10. check-out – выезд из гостиницы
11. check-out time – расчетное время
12. hotel is full up / booked out – в гостинице нет свободных мест
13. guest-house – гостиница для путешественников, дом для приезжих
14. inn – гостиница (обычно за городом)
15. B&B (bed and breakfast) hotel – небольшая гостиница, предоставляющая ночлег и завтрак
16. boarding house – пансион; меблированные комнаты с питанием
17. board and lodging – пансион; квартира и питание
18. half-board / full board – полу-пансион (завтрак и ужин) / пансион (полное питание)
19. hotel manager – директор гостиницы
20. floor manager – дежурный по этажу
21. reception – стойка администратора, регистратура, приемная
22. receptionist – дежурный (регистрирующий администратор)
23. (chamber)maid – горничная
24. doorman – швейцар
25. porter / baggage man – носильщик, портье
26. page / bellboy / bellman / corridor boy – коридорный, посыльный
27. waiter (waitress) – официант (официантка)
28. switchboard operator – телефонист
29. registration form – регистрационный бланк
30. no rooms available / no accommodation – нет свободных номеров
31. to accommodate – размещать
32. single room – одноместный номер
33. double room – двухместный номер (с двухместной кроватью)
34. twin room – двухместный номер (с двумя одноместными кроватями)
35. for single occupancy – для проживания одного человека (в номере с большим количеством мест)
36. to share a room with smb – жить в комнате (номере) с кем-то, “делить комнату”
37. suite – номер-люкс (несколько комнат)
38. triple – трехместный номер
39. quad – четырехместный номер
40. to face a side street / thoroughfare / courtyard – выходить в переулок / на трассу / во двор (об окнах)
41. affordable price – приемлемая цена
42. rate – тариф, цена (комнаты)
43. inclusive of breakfast – завтрак входит в стоимость номера
44. VAT (value added tax) – НДС (налог на добавленную стоимость)
45. with private bath / shower – с ванной / душем
46. hospitality tray – поднос с пакетиками чая, растворимого кофе, сахара и т. п. в номере (в виде бесплатного угощения)
47. direct dial telephone – телефон прямого набора
48. room service – обслуживание номеров
49. beauty parlor – косметический салон
50. hairdresser’s (shop) – женская парикмахерская
51. barber’s (shop) – мужская парикмахерская
52. laundry – прачечная
53. dry cleaning – химчистка
54. attendance / servicing – обслуживание
55. room maintenance – уход за номером
56. to book a call – заказать разговор
57. to make a wake-up call – разбудить по телефону
Phrases / Questions
1. Do you have a reservation with us? – Вы забронировали номер в нашей гостинице?
2. Will you spell your name? – Назовите по буквам свое имя.
3. May I have my key, please? – Дайте, пожалуйста, мой ключ.
4. What’s the price of the room? – Сколько стоит номер?
5. How much do you charge for a double room? – Сколько стоит двухместный номер?
6. Will you pay cash or by credit card? – Как Вы будете рассчитываться – наличными или по кредитной карточке?
7. When do you expect to be checking out? – Когда Вы собираетесь выезжать?
8. We have a reservation for a single room in your name. – На Ваше имя забронирован одноместный номер.
9. We can book a room for Mr. … for the 21st of May (for the week of the 21st May). – Мы можем зарезервировать номер для господина … на 21 мая (на неделю с 21 мая).
10. I may stay longer than that. – Я, возможно, останусь дольше.
11. We are booked out (we have no rooms available). – У нас все места заняты (у нас нет мест).
12. Guests are kindly requested to vacate their rooms by noon on the day of departure. Please leave your key with the Hall Porter. – Просьба к выезжающим из гостиницы освободить номера к полудню в день отъезда и оставить ключи у дежурного портье.
13. I’d like breakfast in my room, please. – Я хотел бы завтракать в номере.
14. Extra … % will be charged for meals served in the room. – За предоставление завтрака в номер взимается … % дополнительно.
15. Is this room service? – Это обслуживание номеров?
16. Will you send two cups of coffee and two lemonades to my room, please? – Пришлите, пожалуйста, 2 чашечки кофе и два лимонада в мой номер.
17. At what time are the meals served? – В какое время у вас завтрак, обед и ужин?
18. I want this sweater sent to the dry-cleaners. – Пошлите этот свитер в химчистку.
19. I’d like to have my things washed and pressed. – Мне нужно постирать и погладить эти вещи.
20. Shall I fill in the order for the laundry? – Заполнит заказ для прачечной?
21. I’d like to have a stain on my shirt removed. – Мне нужно вывести пятно на рубашке.
22. Can you sew on this button? – Пришейте, пожалуйста, пуговицу.
23. My shoes need cleaning. Could you arrange for it, please? – Мне нужно почистить обувь. Вы не могли бы это устроить?
24. Excuse me, but the door of my room doesn’t lock. – Извините, но дверь моего номера не закрывается.
25. Excuse me, but the bathtub is clogged. – Извините, но слив ванны забит.
26. Will you bring me an extra pillow, a blanket and a hanger? – Принесите, пожалуйста, дополнительную подушку, одеяло и вешалку.
27. Change the bed clothes, please. – Смените, пожалуйста, постельное белье.
28. What is the voltage here? – 110 V. Everywhere in the US you need an adapter to use your electric shaver. – Какое напряжение в сети? – 110 вольт. Везде в США Вам необходим адаптер для пользования электробритвой.
29. I would like a taxi by 7 o’clock tomorrow morning. – Я хотел бы заказать такси на завтра к семи утра.
30. Could you call me over the phone in case I oversleep? – Разбудите меня по телефону, если я просплю.
31. Would you wake me up at 6 o’clock? – Разбудите меня в 6 часов.
32. I want to settle the account. – Cash or charge? – Я хочу расплатиться. – Наличными или занести на счет?
33. When must I check out? – Когда я должен освободить номер?
Dialogue Patterns
- Hello, could I speak to the receptionist, please?
- Speaking.
- My name is … . I’d like to make a reservation at your hotel.
- For how many people?
- For three.
- What kind of rooms would you like?
- One double room and one single.
- When for and for how long?
- For the week of the 14th May.
- I’ve got your reservation, Mr. … . Welcome to our hotel!
- Thank you.
- Can I help you?
- Yes, I’d like a room, please.
- Single or double?
- Single, please.
- For one night?
- No, two nights.
- With bath or with shower?
- With shower, please. How much is the room?
- $ 50 a night, including breakfast.
- Can I pay by credit card?
- Yes, of course. Could you register, please?
- Pardon?
- Could you fill in the form, please?
- Oh, yes.
- Your room number is 403. Have a good stay.
- Thank you.
- Here’s your key. That’s room 322, and you’ll find it on the third floor. Take the lift just to your left there up to the third floor.
- Thank you. And what time is breakfast?
- From seven to ten, in the Garden Restaurant on the ground floor.
- Seven to ten. And could I have an early call, please?
- You certainly can. What time?
- At seven o’clock, please.
- Seven o’clock early call.
- Right. Thank you.
Find the equivalents from the dialogues to the following:
1. попросите к телефону дежурного администратора –
2. заказать номер в гостинице –
3. на какое число и на сколько дней? –
4. сколько стоит номер? –
5. в стоимость номера входит стоимость завтрака –
6. заполнить анкету –
7. когда завтрак? –
8. прошу Вас разбудить меня по телефону –
9. в какое время? –
Translate into Russian:
1. Is your hotel far from the center / the railway station?
2. Is there a laundry / hairdresser’s / sauna / swimming pool / night bar at your hotel?
3. What recreation facilities are there?
4. What facilities have you got for the entertainment?
5. Is there air conditioning / heating / television / hot water / telephone in the room?
6. Does the room face a side street / main thoroughfare / courtyard / garden?
7. What is the price for the room (without meals; including attendance (service charge))?
8. Will you register your name, please?
9. We have kept numbers 35 and 36 for you.
10. Where is the floor manager?
11. Sorry, but the hotel is full up.
12. I do not need the room any longer.
13. Please have all my luggage sent up.
14. Should I leave the key at the desk with the Hall Porter?
15. Can I book a double room from now until Friday next week?
16. Do you have any vacancies for a week?
Reading
At a Hotel
When people travel they almost always stay at hotels or guesthouses. The first thing to do is to book a room in advance by letter, telephone or e-mail. Otherwise you may arrive at the hotel and be told that there are no rooms available. On arrival at the hotel go to the reception desk and confirm your reservation. The clerk will then give you a registration form to fill in and sign. Let the hotel manager know in advance the day and the time of your departure.
All the hotels run a special laundry service for their guests. You can have your laundry done and your clothes pressed. The maid who does your room will also make your bed. Some hotels also provide computerized safes for their guests’ documents and valuables. In all hotels you can make a request for an early call to wake you up.
Hotels offer a lot of facilities, such as 24 hours daily room service, coffee bars for quick meals and grill-rooms, beauty parlors, barber’s shops, laundry, dry cleaning, etc. For conferences and banquets some hotels can accommodate participants and guests, and there are smaller rooms for seminars and individual parties. Among other facilities, there are swimming pools, saunas, other recreation facilities. Hotels can organize car hire sightseeing tours, entertainments.
available – имеющийся в наличии
to fill in – заполнить
to sign – подписывать
valuables – драгоценности