Giáo trình Tiếng Anh chuyên ngành quản lý và kinh doanh khách sạn được biên soạn nhằm trang bị cho học sinh một số kiến thức cơ bản về ngôn ngữ và kỹ năng sử dụng tiếng Anh chuyên ngành khách sạn. Sách được chia thành 2 phần, mời các bạn cùng tham khảo nội dung chi tiết.
Trang 1LOR GIA THIẾU
Giao tinh “Teng Aah einen neémh khach san” duoc bién soan danh che hoe sinkh Đệ trươna cấp chuyền ngành Quản lý và Kinh doanh khách sạn Trường cao j8ua Kinh tế - Tài chính Thái Nguyên Giáo trình nhằm trang lị cho học sinh một số kiến thức cơ bản về ngôn ngữ và kỳ nảng sờ đườa Tiếng Anh chuyên ngành khách
*
sạn.Giáo trình tập tưng rồn luyện cho học sinh một số kỹ năng cơ bản, quan trọng và cần thiết như: kỳ nàng thực hành giao tiếp, kỹ năng đọc hiểu kỹ nang dich thadi va si dung ty vung Noi dung kiến thức trong giáo trình là những kiến thức eơ bản, cần thiết và quan trọng có liền quan trực tiếp tỏi thực tiễn công việc trong lĩnh vực quản lý và kinh doanh Khách sạn,
Giáo trình “Tiếng -tnb chuyên ngành khách sạn” có 10 đơn vị bài học được thiết kể cho một học phần gdm có 3 tín chỉ và được sử dụng làm tài liệu học tập cho học sinh học chuyên ngành Quản lý và kinh doanh khách sạn Tài liệu được sử dụng cho học sinh học tập sau khi các em đã có những kiến thức cơ bản về ngữ pháp và từ vựng tiếng Anh Giáo trình do hai tác giả biên soạn: Từ bài 01 đến bài 04 do TS Nguyễn Thị Minh Thu biên soạn, từ bài 05 đến bài 10
do TS Phạm Chí Cường biên soạn
Trong quá trình biên soạn các tác giả đã có nhiều cố găng để
cA , ae ` ee 9 À + A ` AA s
biên soạn các nội dung phù hợp với điều kiện vi trình độ của học
Trang 2sinh, đáp ứng mục tiêu đào tạo đối với học sinh học chuyên ngành Quản lý và Kinh doanh khách sạn Tuy nhiên trong quá trình biên soạn không thể tránh khỏi những hạn chế, thiếu sót Tập thé tac giả mong muốn nhận được ý kiến đóng góp của các đồng nghiệp và người học đề giáo trình ngày một hoàn thiện hơn
Thái Nguyên, ngày 25 tháng 4 năm 2016 CHU BIEN
Trang 72 There are some kinds of hotel
a resort hotel e luxury hotel
b motel f congress hotel
c country house hotel g guest house
d airport hotel h commercial hotel
How could you describe the types of hotel above? Say what you think about each of them in term of:
- where you might find the hotel - the owners
- the facilities and services - the kind of guests who stay in it - the length of time they stay - what it costs to stay in it
3 Match the following descriptions with the types of hotel mentioned above
(1) It is built specially to provide a service to motorists (2) It provides every facility a wealthy guest might need
(3) It is situated in a place where tourists like to stay, often near the sea Guests may stay for a week or two, and usually book in advance
(4) It provides accommodation for people going to or coming from other countries, usually only staying for one night
(5) It is often situated in a town centre, and provides accommodation for travelling businessmen, staying only one or two nights
(6) It provides facilities for large meetings and conferences, with a lecture theatre and exhibition facilities
(7) it provides low-priced accommodation, usually on a small scale, for holiday visitors or for long-stay guests
Trang 8(8) It is situated in pleasant scenery, and provides comfortable but informal accommodation for people who want to relax in a quiet place
II Reading
Reading 1: Look at the advertisements below for some hotels What types of hotels are they for? Describe the hotels in details
1 WHERE THE GREAT ESCAPE When the nights draw in and summer is only a fleeting memory, everyone deserves to escape into luxury
At $ 145 for any consecutive nights’ dinner, bed and _ breakfasts, The Gleneagles Hotel Winter Warmth breaks are a unique passport to a world untouched by work or WorTy
With superb golf and sporting facilities, the Gleneagles Mark Philips Equestrian Centre and the Country Club, the opportunities to pamper yourself are endless
The sooner you telephone the sooner you can escape
THE
GLENEAGLES HOTEL For further information contact Gordon Mair, Auchterader, Perthshire PH3 INF Telephone 07646558 Telex 76510 Winter Warmth Breaks run from 1 November 2003-30 April 2005 subject to availabilitily 2 BROOK LINN COUNTRY HOUSE
Peacefully set im the Trossachs with beautiful mountain views The ideal centre for touring, walking and visiting the Glasgo Garden Festival Enjoy our wholefood vegetarian or traditional meals in the comfort of this lovely house Self- catering cottage also available
BROUCHURE: Fiona and Derek House,
Brook Linn Country House, Callander, Perthshire
Tel (0877)30103
Trang 93 PEAK PARK Close Dovedale, 17" C Old Hall Log fires, 4 posters, baths ensuite, comfort, quiet, fresh home cooking,
licensed, Splendid scenery, uncrowded walks DB&B from &22 4 EXECUTIVE HOTEL 757 Pont Street Knightsbridge London SW1X OBD Tel:01-581 2424 Fax: 01-589 9456 Telex: 941 3984 EXECUTIVE G Single: $49.95 + VAT Double/Twin: $64.95 + VAT
Extra Single: $19.95 + VAT Elegance, privacy and exceptional value in one of the world’s most fashionable
neighbourhoods Buffet style
English breakfast included L
5 WILLAPARK MANOR HOTEL Bossiney, Tintagel, Cornwall
PL34 OBA
Tel: Camelford (0840) 770782 One of the most beautifully situated hotels in Cornwall ETB 3 Crowns Category 4 Bedroom Beautiful character house amidst lovely Cornish scenery in 14 acres secluded of and woodland gardens Private access to Bossiney Commen Coastal path 14 bedroom accommadation, all en suite TV
Lounge, cocktail bar, game room Dinner, Bed & Breakfast $149 per week incl Reductions
Minutes from the beach
for children Pets welcome Open all year
Trang 10
6 LIEN PHUONG HOTEL 261-261 B Hai Ba Trung Street Quarter 6, Dist.3, Ho Chi Minh City
Tel: 8298875/8200523 Fax: 84-8-8291835 E-mail: bichlien@hem.vnn.vn
- Near Tan Son Nhat Airport (15 minutes from the airport) - Bich Lien Beauty Saloon Body & Skin Care Treatment Discount 50% for the hotel guests
- Swimming pool, Sauna Gym - Baby sitting rooms (no charge) - Bigger room with kitchen
- Restaurant with European — Italian Asean Food (lunch — dinner-buffet)
- Honest trained, experienced employees
Our special rate: From $22 including breakfast
Reading 2: Read the text and complete the grid below HOTEL ARINA SAND
A spacious hotel with good facilities and a gorgeous beach, ideal for families
Rates: $43 single or double without bath; $60 suite; $75 single or double with bath
The Arina Sand is a large and comfortable hotel, especially popular with families, that’s situated right above and superb, sandy beach Friendly and informal, with a reputation for typical Greek hospitality and good food, it has organized fun and games for children in our Big T Club: while mums and dads will enjoy the chance to unwind and soak up the sun
Trang 11- Pool, sun terrace, gardens - Bar, lounge, poolside tavern - All meals buffets service
- Tennis, table tennis, organized games and competitions - TV room, game rooms
- Greek, Cretan evenings with live music and folk dancing (high season, weather permiting), occasional barbecues, night club and discotheque with shows - Shops - Children’s playground, playroom, early suppers - Highchairs available Size | Room types| Price Facilities | Other information
HII Language study
1 Have- Have got / There is- There are GRAND HOTEL - Lift - Swimmingpool
-Television in the rooms - Conference facilities - Toilets in the rooms - Air conditioning - Telephones in the rooms - Showers in the rooms -Tennis court - Restaurant with two bars
- Garage parking
Trang 12
Now look at this information about the Grand Hotel, say what facilities the hotel has got Also say what it hasn t got, like this:
It’s got televisions in the rooms It hasn’t got a disco
Written form Spoken form
01.00; 1.00 am } one o’clock (in the morning); one am
11.30; 11.30 am | eleven thirty (in the morning); half past eleven 14.45; 2.45 pm | two forty (in the afternoon); two forty five pm;
a quarter to three
Trang 13
Look at the notice below It tells you when your restaurant, cafeteria and bar open and close
RESTAURANT CAFETERIA BAR
Breakfast: 07.00 — 10.00 Open: 09.00 — 18.00 | Open: 10.00— 15.00
Lunch: 12.00 - 14.00 17.00 — 02.00
Dinner: 19.00 -22.00
Now answer the guests’ questions, use the words: Start and Stop as example below
1 When does lunch begin?
We start serving at 12.00, sir/madam 2 When does the bar close? At night?
3 How early can I get breakfast?
4 When does the restaurant shut? Fordinner?
5 How long does the cafeteria stay open? 6 When does the bar open in the mornings?
7 How soon can we get dinner?
'.et 6n nnanananaiaaaaa
Trang 14Now look at George’s diary for Wednesday, complete what he says to Tim as in the example given
23 Wednesday
9.00— 16.00: Northern competition 4.30: Group from Lena tours
10.45: Meeting - Robert Blue (Serve hote! equipment) 11.000 — 12.30: LEA social club 14.30: Make speech 15,00 -15,20 Delegates check in for the insurance conference 15.30 -17.45: Insurance conference 18.00 — 20.00: — Rio disco party a From nine o'clock till haft past four we have the Northern competition
DB AE cs canine swaceas we have a group from Lena tours
Trang 15h And from ĐH, we have the Rio disco party in the basement
IV Listening and Speaking
I Listen to three conversations and answer the questions below Conversation 1:
- Where is the hotel?
- How far is it from Heathrow Airport? - Does it have indoor swimmingpool? - Can she get her hair done in the hotel? - Is there a child minding service? Conversation 2:
- Where is the hotel?
- How far is it from Heathrow Airport? - Is there a bus from Heathrow to the hotel? - Can he get a sauna at the hotel?
Conversation 3:
- Where is the hotel?
- How near is it to the airport?
- Is there a bus from the airport to the hotel? - Is there a swimmingpool for children in the hotel? - Is there a games room in the hotel?
2 Look at the information below about the Royal PrincessHotel and describe thefacilities of the hotel Use the language study to help you
E.g: How many rooms are there? There are 170 Is there internet access in every room? ¥es, there is
Trang 16=a ~# ray SS Serpe ~ At ne a IE Ssh V Writing
IN THE CENTER OF OLD BANGKOK | Royal Princess Sotel
170 toottts all with: - Safe
- mini bar and refrigerator - air conditioning
- TV (cable and satellite channels) - [DD (International Direct Dial) telephone
Other egege?
- Meeting and conference rooms - Business center with computers, mobile phones, fax machines - Outdoor swimming pool - Fitness center
- Garden
- Specialty shops
Restaurants aud cafes: - Mikado 0 Japanese restaurant - Piccolo — Italian cuisine
- The Empress — Cantonese cuisine - Princess café — Thai and
continental cuisine
Mr Nam would like to reserve a hotel room in Daewoo Hotel for his holiday in Hanoi this year He wrote a letter to the hotel to ask some hotel information
Dear Sir/Madam,
My family and [ would like to have our annual holiday in Hanoi this year, and we are looking for a suitable hotel near the city centre We are also anxious that there should be some facilities for our children
Trang 17
Could you please send me some details of your hotel, including distance from Noi Bai airport and how to get to your hotel from there
Please also let me know the details of the cost of double and single rooms
Yours sincerely,
Nguyen Van Nam
The Reservation Manager from the Hotel writes a fax to Mr Nam Look at the information about the DaewooHotel Use the information to complete the fax You can also use these words
equipped from such also
enjoy in-room attractions courtesy
to detail cost card
DEA WOO HOTEL
13 Ngoc Khanh street, Ha Noi city Tel: Hanoi (04) 7231277
Fax: (04) 402 06 66 "
Location: In the centre Ngoc Khanh Road- Hanoi city Airport bus Noi Bai airport: 25 km
Feature: 241 rooms, suits 12 floors Mtg rooms to 120 in-room movies Satellite TV Gift shop 2 Rest 1 Bar Indoor pool Saunna Solarium Massage Fitness equip Car rental Free parking
Local: Close to Giang Vo Exhibition, Giang Vo Street, and other local attractions E.g: Quan ngua stadium, Thu Le zoo, Ho Chi Minh museums
Trang 18
SENT BY: XEROX Telecoper 5243: 13/04/04 22:24 0054 086754322 DEAWOO HOTEL
Dear Mr Nam,
Thank you for your letter
Our hotel is (1) kilometers (2) NoiBai airport Although it does not stay in the enclosed (3), we run a (4) bus from the airport .(5) the hotel
The hotel has an (6) pool, and (7) a whirlpool, which I am sure your children would (8) There are many - (9) suitable for children, (10) as Thu Le zoo, Quan Ngua stadium There are also (11) movies and we (12).with satellite TV Ienclose our (13) _ (14) showing details of the (15) of rooms I look forward to hearing from you Yours sincerely, Cho San Kim Reservation Manager VI Additional exercises: Exercise 1
Hotels are classified by giving them stars We have “five -star hotels”, “three —star hotels” In classes like this:***(three —star), **** (four-star), *****(five—star),
Here are some extracts from the explanations of stars given by the British Automobile Association Match each extract with one of the classes above
(l) Hotels with more spacious accommodation, with two thirds of the bedroomscontaining a private bathroom/shower with lavatory Fuller meal facilities are provided
Trang 19(2 )e ssievsaneyyeswesns Hotels offering a high standard of comfort and service with all bedrooms providing a private bathroom/shower with lavatory
) Hotels and inns generally of small scale with good facilities and furnishings; adequate bath and lavatory arrangements
(4) Hotels offering a higher’ standard’ of accommodation; 20% of bedrooms containing a private bathroom or a shower with lavatory
(©) eee Luxury hotels offering the highest international standards
Exercise 2: From the explanation above, find:
1 In (1) a word meaning having plenty ofroom
2 In (1) a word meaning a place fo Stay
3 In (1) a word meaning things that are useful to a person
4 In (1) a word meaning given
5 In (2) a word meaning quantity or amount offered all the ING sesswnsaani 6 In (2) a word meaning attention ÍO CMSfOIN@FS
7 In (3) a word meaning not very big
8 In (3) a word meaning furniture and other things fixed in a 9 In (3) a word meaning good enough +
Trang 20Exercise 3: Match these words with their definitions A B š stunning impeccable spectacular bright luxurious opulent NYDN FW NY charming a very light b extremely attractive c highly decorated d very impressive and exciting e perfect f attractive and nice g extremely comfortable
Exercise 4:Match the hotel guidebook symbols opposite with the facilities listed below
A few have done for you Tennis Telephone in bedroom Parking Conferences Central heating TV in bedrooms
Foreign language spoken Facilities for the disabled Morning coffee/snacks Bars Mini bar in bedrooms Fishing Special Christmas arrangements Reaction/game room Laundry/valet service Four poster bed
Trang 21Exercise 5: Complete the text on travel tips for visitors to Berlin busy easy fine late interested same
As a place where East meets West, Berlin is one of .0 (1) cities in the world There is inevitably a lot of traffic, so during rush hour i1f”s (2) to travel around by U-Bahn than by car Hotel prices in Berlin are .e (3) in other major capital cities Like elsewhere, in the majority of hotels you must check out by L2 HOGN BẼ suy cnsensaaravs (4)
Berlin boasts some oŸ (5) museum collections in the world But ¡f you re not (6) in cultures as in night clubbing the Berlin is the place for you In particular, check out the SO 36 in Kreuzberg, notorious in the 1980s for its punk rock scene but still with plenty of things on offer today
Trang 232 Hotels can be organized in different ways, and the names of jobs and departments very from hotel to hotel But there are certain departments that you will find in most hotels
Match the places on the left with the words on the right
a where guests make reservations, check in and check out
b where guests eat
c where guests drink alcoholic or soft drinks
d where food is cooked
e where bills are added up and money matters dealt with
f where department that makes sure the hotel and the rooms are clean, and that everything in the rooms is in order 1 Housekeeping 2 Kitchen 3 Restaurant 4.Front Office or Reception 5 Bar 6.Cashier’s Office
3 Match the jobs with the duties
1 chamber maid a carries guests’ bags to their rooms 2 hotel manager b cleans guestrooms
3 bartender c serves guests in the restaurant 4, accountant d manages all the hotel staff 5 concierge e serves guests at the bar 6 porter f finds business for the hotel
Trang 247 waiter g gives information and helps guests 8 marketing manager h does the hotels’ finances
4 Check if you know words for the following jobs Often there is more than one word that can be used
a The person responsible for the cooking in the kitchens b The person looking after guests’ reservations
c The person in charge of service to guests in the restaurant
d The person responsible for keeping the hotel clean and supplying linen
e The person looking after all money paid to or by the hotel f The person responsible for greeting guests, helping them with their luggage, organizing their transport, and dealing with their mail
II Reading
Reading 1: Read the text
HOTEL ORGANIZATION
The organization of a hotel is determined by the classification and patterns into which it falls as well as the size of the statf The number of employees required to operate the hotel varies with the number of guests A mid-market hotel that provides food and beverages and maintains a full-time bell staff naturally requires more staff than a limited service hotel A large resort with several restaurants and shops may employ many people as a small town 1 Hotel mission statement
Trang 25All hotels have a mission statement which defines the unique purpose that sets one hotel apart from others It expresses the philosophy that gives meaning and direction to the hotel’s policies A hotel mission should address the interests of three groups:
- Guests - Owners - Employees 2 Room division
The room division comprises departments essential to providing the services guests expect during a hotel stay In most hotels, this division generates more revenue than all other divisions combined 3 Front office
The front office is the most visible department in a hotel The front desk is usually the focus point of activity for the front office and is located in the hotel’s lobby Guests have their first and last impression of the hotel based on their experience with the F/O staff 4 Other departments:
Trang 26Organization ASIAN INTERNATIONAL HOTEL | General manager | Room division F& B Manager Ỷ y _Y | Chief accountant | | Chief engineer | | Chief security | These are Asian hotel staffs Which departments are they belonged to
Senior duty Executive Accountants | Maintenance |
Manager chef Cashiers staff
Housekeeping Cook Switchboard
Reception staff Restaurant Operator room
Porters manager attendants
Drivers Waiters Laundry
Reservationists Waitress
Answer the following questions:
1 Where do guests make reservations, check in and check out? 2 Where do guests eat?
3 Where do guests drink alcoholic or soft drink? 4 Where is food cooked?
5 Where are bills added up and money matters dealt with?
Trang 27Reading 2: Read the following conversation and complete the sentences below using the words in the box You can use some of the words more than once
responsible under change after includes to supervises
Student: So you are the person who’s in charge of the hotel?
Manager: That’s right But in fact the Assistant Manager is responsible for the day-to-day running of the hotel You see, most of my time is takenup with negotiation with travel agencies, planning, meeting, that kind of thing Student: I see And then, under the Assistant Manager there are all
departments of the hotel
Manager: Yes You’ll find much the same departments in every hotel, but the actual details of organization always differ somewhat In our case we have three main divisions- the restaurant staff, the housekeeping staff, and the reception staff Reception is what the public sees And in our case we have three receptionists who work under the Head Receptionist
Student: And do the porters come under the reception too?
Manager: In this hotel, yes Here, there Head Porter reports to the
Head Receptionist And the Head Porter in turn has two
porters under him
Student: And housekeeping is a separate department?
Trang 28Manager:That’s right The Head Housekeeper is in charge of the chambermaids and the cleaners
Student: What about the bars? Where do they fit in?
Manager: Well, we have four bar operatives looking after the bar in the hotel But the bars and the restaurants all come under the responsibility of the Restaurant Manager The restaurant section includes both restaurant and bar service
Student: I see And under the Restaurant Manager you also have the waiters and the kitchen staff?
Manager:Yes As regards the waiters, the Head Waiter supervives three Station Waiters and a part-time waiter And then there are the chefs Under the head Chef we have the Second Chef and two trainee chefs And there are several part-time kitchen assistants —the numbers vary
a The Assistant Manager is .- for the day-to-day running of the hotel
b We have three receptionists who wWork the Head Receptionist
c In this hotel, the Head Porter reports the Head receptionist
d The Head Housekeeper is in of the
chambermaids and cleaners
e We have four bar operatives, looking the bars in the hotel
Trang 29f The bars and the restaurants all come the responsibility of the bar service
g The Head Waiter three Station Waiters, and two part- time waiters h the Head Chef we have the Second Chef, and two trainee chefs
III Language study
I Simple present to describe job activities
I look(s) after
You supervise(s)
We work(s)
He am in charge of
She are responsible for
They is TẾT cv cung bung v6 aed 20d Bee
What does the Manager do?
Who do the Assistant manager | look after? the Head Chef supervise? the Head Housekeeper | work under?
What is the Head Receptionist | in charge of?
Who are the Head Chef responsible
the Head Porter for/to? the Head Waiter
the Bar Operatives
the Chambermaid
Trang 30
Now say what these people do Use the table below to help you The first one has been done for you
The chef works | all over the hotel | He carries the luggage | The waitress works | mthe bar She cleans them The receptionist in the bedrooms | He takes guests to the The porter at the front desk | right floor
The cashier in the lift She cooks the food The barman in the kitchen She serves the meals The maid in the restaurant | She prepares the bills
The lift He serves the drinks
attendant She welcomes the guests 2 Structures and expressions used in describing responsibilities and duties
- to be responsible for - to work under - to come under -to include - to look after - to be in charge of - to supervise
Check if you know words for the following jobs Often there is more than one word that can be used
a The person is responsible for the cooking in the kitchens b The person looks after guests’ reservations
Trang 31d The person is responsible for keeping the hotel clean and supplying linen
e The person looks after all money paid to or by the hotel f The person is responsible for greeting guests, helping them with luggage, organizing their transport, and dealing with their mail Complete these sentences, spoken by a hotel manager, use these words: responsible under includes after charge supervises to a The Assistant Manager is for the day-to-day running of the hotel b We have three receptionists who work the Head Receptionist c In this hotel, the Head Porter reports the Head Receptionist d The Head Housekeeper is in of the chambermaids and cleaners e We have four bar operatives, looking the bars in the hotel
f The bars and the restaurants all come .the responsibility of the Restaurant Manager The Restaurant Section both restaurant and bar service
g The Head waiter three Station Waiters, and two part time waiters
h the Head Chef we have Second Chef, and two trainee chefs
Trang 32IV Listening and Speaking
1 Listen and write the names of the hotel staff you heard | — Fhg kiếu H010 5.0203 hang š 6506.8108682 9003063 Doi 4 hi836 8N iš ⁄.408003.S.8/8163 87605 930478 8 8 k1 nae ggug tháo bu me m2aiee TT (L2 3% 2t tế K24 8 046 8 2095 688033 BeSk F ve waren ean gietchg cư co 9 4 an 84:Š 8ã ĐẾN wine emesis where ‡ x65 len xa A026 4 SHA K41 khá (00324 % i48 s8 306,8 đ./k3 Si203 035088 £ VES 2 Listen again and complete the following sentences
a Ifyou talk to the he đỀ cv zeaeseseeseseseeesee b No problem, Si: THỂ si uy cán kec« cac Will c Certainly sir [ˆlI talk to the and she”ll d I’m sorry about that if [ˆlI contact the đ[ OHÚE ¿c‹cses- e We'll soon arrange that for you, madam The will f I’m terribly sorry, madam I'll call the at once He’ll g Yes, sir The OVe€F tÏ€F€ - h Ifyou°d like to sit down a moment Iˆ]I tell the He°]1 V, Writing
First read this letter
Trang 33
Dear Mrs PR Laporte
Thank you for your letter of 10" August
I regret that we are fully booked for the period 10" — 15" August, and are therefore unable to order you accommodation
May I suggest you try our other hotel in Frankfurt? The address is:
Mailander Strasse 1 — 6000 Frankfurt/Main 70 Telephone: (069)68 020
I’m sorry we cannot help you at the moment, but hope you will stay with us the next time you come to Frankfurt Yours sincerely, Now complete the following fax Use words from the letter above
HOLIDAY VIEW HOTEL MAIN — TAUNUS — ZENTRUM Dear Mr.Swenson,
_— (1) you .(2) your letter of IŸU May I
"”—ố (3) our accommodation 1s fully .(4) for the ¬ (5) 1° — 4 July I am afraid we can tiot therefore "` (6) you in this instance
the . (9)
W& (10) you will stay with us the next time you come to FrankfUF «<< «<5 55 «1 Y3 sex (11);
Trang 34VI Additional exercises:
Exercise 1: Read these sentences about various needs guests have Which members of the hotel staff could help them?
Guest 1: Would it be possible for the hotel to get us tickets for a show tomorrow night?
Guest 2: I have some very heavy luggage in my room Can someone help me with it?
Guest 3: I’m afraid I’ve knocked over a plate of food in my room Could someone possibly come up and help me clear up the mess?
Guest 4: Look, I asked for a telephone call to be put through to Paris two hours ago and I haven’t heard anything since Can’t you hurry things up a bit?
Guest 5: I’ve an important meeting tomorrow and I'l] have to wear this suit It needs pressing Is there anyone here who can do that?
Guest 6: Can you send someone up here quickly? The air conditioning is making a terrible noise, and there’s water dripping from it into the floor
Guest 7: This key says rooms 717 Is that on the seventh floor? I'll need to use the lift, won’t I?
Guest 8: I'd like to check out, and I’m in a bit of hurry Is the bill ready?
Trang 35Exercise 2: Complete the text using the words below
front desk passport answering take form
fill out nationality welcome handling status
A receptionist’s job is to (1) and register the guest When a guest with a hotel reservation arrives at the (2) the receptionist greets the guest and then gives out an registration form to the guest to .(3)
When the guest has completed the (4) the receptionist must make sure that such in such information items as the guest’s full name, address (home and business), (5), forwarding address, the purpose of his visit and signature are entered correctly and legibly If the visitor is a foreigner, information about his (6) number, place of issue and date or issue also need to be recorded, The receptionist must also checked and make sure that such reservation details as room type and departure date are not changed Besides, the receptionist is also responsible for (7) any question from the guests, helping them with any problem that they may have, answering telephones and (8) messages for the guests and (9) complaints from dissatisfied guests He/she also receives, dispatches and distributes cables and telex It is also part of the receptionist’s job to prepare the guest folio and to distribute the Whitley slips But in most of the deluxe hotels a computerized room status system is used Information concerning room (10)
Trang 36is fed into an electronic room status system linking reception, housekeeping and the cashier’s office
Exercise 3: A guest (G) steps into the hotel A doorman (D) and a bell man (B) welcome him at the entrance to the hotel Read the conversation and answer the questions below:
D:Good morning, sir Welcome to our hotel G Q ODO Ww G: B: Thank you B: Good morning, sir Pll help you with your baggage G: B : The Reception Counter is just over there This way, please Thank you
(After the guest checks in at the counter The bell man shows him to his room)
: Now, Pll show you up to your room : Thank you —
: This way, please Did you have a good trip, sir?
: Oh, it’s very tiring What I want now is to have a hot bath and the have a good sleep
: ’'m sorry to hear that Room 908 is spacious and cozy I’m sure you'll have a good rest there
That’s nice
Here we are, sir Room 908 (He opens the door) You first, sir Answer the following questions:
1 How does a doorman greet a guest when he comes into the hotel?
Trang 372 What should you say to greet your friends?
3 What should a bell man do when he finds a guest comes in with some baggages in the hands?
4 Where should a guest go if he wants to check in at a hotel? 5 Who shows the guest up to his room after the guest has
checked in?
6 What should a bell man say when a guest tells him the trip is tiring?
7 What should a bell man do after he puts the baggage into the boot of the taxi ? Why?
8 What does one usually say when he sees someone off? Exercise 4: Complete the text with the correct form of the present
simple
Jan work/works (1) with Rosa and Sam at the Royal Princess Hotel Do/Does (2) he work with them in the kitchen? No, he don’t/ doesn’t (3) work in the same section of the restaurant He serve/serves (4) the guests in the dining room Jan like/likes (5) his job very much because he deals/deal (6) with different people every day When Sam and Jan finishes/finish (7) work in the afternoon, thay don’t/ doesn’t (8) go home They play/plays (9) football with their friends in the park What does/do (10) you do after work ? Exercise 5: Complete the text with the correct form of the verb to be
Rosa and Sami (1) cassia friends They (2) British:
Trang 385 ieevechentecers Sam from New York? No, he (6) from New XOIK, N6 (} e.aasaeee from San Francisco Rosa (8) a cook at the Casablanca and her specialty (9) Paella It (10) traditional Spanish dish and it (I]) very popular at the Casablanca
Trang 402 Match the words in column A with their definitions in column B 1 Suite 2 Family room 3 Twin room 4 Single room 5 Penthouse 6.Connecting or adjoining rooms 7 Double room 8 Triple room 9 Junior suite 10 Lounge or sitting room
a A room occupied by one person
b A room with one large bed for two people c A room with two single beds for two people d A room with three single beds or a double bed and a single bed, suitable for occupation by three people
e A set of two or more rooms including a bedroom and a sitting room
f A large room with a partition to separate the bedroom area from the sitting room area g A well-furnished and luxurious suite at the top of the building
h A room with four or more beds, particular suitable for a family with children
i A room not used as a bedroom, where guests may read, watch television, etc
j Two or more rooms with a door to allow access from one to another