English for hotel training ths nguyễn thị thảo chủ biên đại học mở hà nội

BỘ GIÁO DỤC VÀ ĐÀO TẠO TRƯỜNG ĐẠI HỌC MỞ HÀ NỘI ENGLISH FOR HOTEL TRAINING (Tiếng Anh chuyên ngành khách sạn) Chủ biên: ThS Nguyễn Thị Thảo Hà Nội, T12/ 2021 H Hà Nội, T12/ 2021 BỘ GIÁO DỤC VÀ ĐÀO TẠO TRƯỜNG ĐẠI HỌC MỞ HÀ NỘI ENGLISH FOR HOTEL TRAINING (Tiếng Anh chuyên ngành khách sạn) Chủ biên ThS Nguyễn Thị Thảo Tác giả ThS Trần Thu Phương ThS Phan Thị Phương Mai ThS Phạm Diệu Ly ThS Hồng Thị Thanh ThS Đinh Thị Bích Nguyệt Hà Nội, T12/ 2021 ThS Nguyễn Thị Thảo: thiết kế khung nội dung, đồng giáo trình & biên soạn Bài 1,2, 5, 6, Audio scripts ThS Trần Thu Phương: tư vấn kiến thức chuyên ngành tồn giáo trình & biên soạn Bài &8 ThS Phan Thị Phương Mai: tư vấn thiết kế nội dung & biên soạn Springboards ThS Phạm Diệu Ly: tư vấn thiết kế nội dung & biên soạn Bài ThS Hoàng Thị Thanh: biên soạn Extra situations & rà sốt kiến thức ngơn ngữ ThS Đinh Thị Bích Nguyệt: biên soạn Glossary English for Hotel Training (Tiếng Anh chuyên ngành khách sạn) Trường Đại học Mở Hà Nội tổ chức biên soạn theo chương trình đào tạo bậc đại học Khoa Du lịch dành cho sinh viên năm thứ hai thuộc chuyên ngành quản trị khách sạn Giáo trình biên soạn theo đường hướng giao tiếp chuyên ngành giúp người học sử dụng kiến thức chuyên ngành cấu trúc diễn đạt để phát triển lực giao tiếp tình điển hình liên quan đến công việc phận khác khách sạn thơng qua bốn kỹ nghe, nói, đọc, viết, đó, ưu tiên hai kỹ nghe nói Trong giáo trình, việc học trung tâm, người học chủ thể trình dạy học Giáo trình biên soạn xoay quanh tám học liên quan đến dịch vụ khách sạn cung cấp cho khách bao gồm: cung cấp thông tin khách sạn, đặt phòng, nhận phòng, dịch vụ ăn –uống, dịch vụ dọn phòng, hội nghị - hội thảo, giải phàn nàn, trả phòng Mỗi học chia thành sáu phần thiết kế đồng xen lẫn lý thuyết thực hành, người học dần tích lũy kiến thức - kỹ ngôn ngữ chuyên ngành cần thiết để đạt mục tiêu đề học Giáo trình biên soạn sở kinh nghiệm thực tiễn việc giảng dạy Tiếng Anh chuyên ngành khách sạn đào tạo thực hành nghiệp vụ khách sạn giảng viên nhóm tác giả với hợp tác chặt chẽ chuyên môn chuyên gia ngành Các tác giả mong nhận ý kiến đóng góp giảng viên, sinh viên chuyên gia ngành để sách hoàn thiện Các tác giả Page Unit – Describing hotels Unit – Reservations 14 Unit – Check-in 24 Unit – Food and beverage service 33 Unit – Housekeeping service 43 Unit – Conference service 52 Unit – Dealing with complaints 62 Unit – Check-out 69 Springboards 77 Extra situations 92 Audio scripts 98 Glossary 117 DESCRIBING HOTELS Objectives Widen your knowledge about various aspects of a hotel Identify enquiries from future guests Confidently describe a hotel, using promotional language Write a brochure entry of a hotel Getting Started List all types of hotel referring to their target markets Which you think each of the following photographs presents? Have you ever stayed at or visited any hotels of the above types? If not, quick research for a type of your interest Share your experiences or information with your partner Reading – A hotel description Discussion a Make a list of luxury hotels in Vietnam b Which hotels are owned by Accor – the world‘s leading Augmented Hospitality hotel group? What you know about its famous brand named Sofitel? Read the introduction about the Sofitel hotel chain and select the best heading for each of the four parts 1-4 A Special features C Grade and location E Meeting and events B Accommodation D Restaurants and bars Sofitel Legend Metropole Hanoi – Where you’ll find rainbows (1) Sofitel Legend Metropole Hanoi is a five-star historic luxury hotel, opened in 1901 as Grand Metropole Hotel in Hanoi Located steps from the Opera House in Hanoi‘s Old Quarter, this legendary property brings guests into intimate contact with the magnificence of another era Surround yourself in heritage as you stroll stately corridors and explore a dramatic past (2) The hotel includes 364 rooms and suites, which are divided into two wings The historic Metropole Win with 106 guest rooms dating back to 1901 was inspired by classic French architecture blended with local Vietnamese style The newer Opera Wing offers a stylish neo-classical elegance All accommodations are equipped with Sofitel's MyBed, broadband Internet, LCD televisions as well as Balmain, Hermes & Lanvin bathroom amenities (3) The hotel has three restaurants and three bars From the multi-award French restaurant Le Beaulieu, Vietnamese restaurant Spices Garden, restaurant and whisky lounge Angelina to the Paris-inspired cafe La Terrasse, the popular poolside Bamboo Bar or the garden-overlooking Le Club Bar, it has everything to make your gastronomic journey a memorable one (4) What is more, Sofitel Legend Metropole Hanoi has Le Beaulieu Restaurant long been the city's favorite venue for stylish events Generations of staff have carried on the refined tradition of hosting Hanoi's most legendary affairs - set amidst elegance and brought to life with precision Each stay at Sofitel Legend Metropole Hanoi becomes a special moment of delight for the senses from the beautiful materials to the care taken with every detail, the musical ambience, the interior fragrances, the guest amenities and floral arrangements Even demanding guests must appreciate its beauty, quality and excellence Read the passage again and decide the following statements are TRUE or FALSE TRUE FALSE a Sofitel Legend Metropole Hanoi is located in the heart of Hanoi‘s Old Quarter b The Opera Wing has a larger capacity than the Metropole Wing c Guests are served the exquisite local cuisine at the Le Beaulieu Restaurant d The hotel has hosted Hanoi‘s significant events thanks to its stylishness and sophisticated care e The musical ambience contributes to the satisfaction of its hotel guests Vocabulary – Hotel facilities Match the facilities in the box with the photographs restaurant playground delicatessen gift shop business center fitness center swimming pool meeting hall spa What other facilities and services hotels often offer? Which you think the following types of guests may request?  A business traveler  A family with young children  A group of colleagues on a summer vacation Listening – Guest enquires 1.2 Listen to a conversation between the marketing manager assistant of Sofitel Legend Metropole Hanoi and the representative from SET Travel Company What inquiries does the client have? Listen again and take notes of the information about the hotel including: size, room types, room amenities, services for children, meeting facilities and leisure facilities Size Room types Room amenities Services for children Meeting facilities Leisure facilities Complete the following descriptions with appropriate adjectives a Our hotel has a long history of being a luxury place for many ……… events and popular meetings b It includes 364 rooms and suites, ……… French cuisine at Le Beaulieu, Vietnamese specialities at Spices Garden, Angelina and function rooms c We have a very ……… selection of services for kids, like babysitting on request d Thang Long Hall is ……… for international conferences, gala events or cocktails receptions e Conference & Business Centre provides a range of services from ……… equipment rentals to secretarial services 10 FA: Here‘s your napkin G: Thank you Excuse me, may I get the bill? FA: Yes, I‘ll get it for you right away Here‘s your bill I‘ll take care of this when you‘re ready G: I‘ll the payment now FA: Yes, we accept both credit card and cash G: Here‘s my credit card FA: Thank you, I‘ll be back with the sales slip FA: Here‘s your credit card Please check the sales slips and sign here Was everything up to your satisfaction? G: It can‘t be better The food was excellent and you did your good job I‘ll be back next time with some friends This is for you FA: You‘re so generous, Sir Many thanks for your dining We hope to welcome you and your friends next time Have a great evening! G: See you! 5.1 Room attendant = RA Guest = G RA: Housekeeping May I come in? G: Oh, hi What is it? RA: I‘m sorry to disturb you, Sir, but we would like to clean the room May we it now? G: Well, I‘m a bit busy at the moment Can you come back later? RA: What time would be convenient for you, Sir? G: Let‘s see Could you come again around p.m.? RA: I‘m afraid no cleaning can be done between 4:30 and p.m May we come between and 7:30? G: I guess so I‘ll be out then anyway |110 5.2 Room attendant = RA Guest = G RA: Good morning, Housekeeping Karen speaking G: Hello Can you bring us some extra pillows, please? RA: Of course, sir How many would you like? G: Could we have four extra ones, please? RA: Certainly, sir What‘s your room number? G: It‘s Room 406 RA: I‘ll send them up as soon as I can, sir 5.3 Room attendant = RA Guest = G G: Is this Housekeeping? RA: Speaking May I assist you? G: Yes Can I use my hair dryer? It‘s 220 volts RA: I am sorry, but everything in Taipei is 110 volts G: Do you have a converter I could use? RA: Yes, we do, Miss, but I‘m afraid another guest is using it now We can lend you a hair dryer instead G: By the way, there is no toilet paper in my room RA: We will supply you with some toilet paper as well G: Fine Could you bring it soon? I‘m Tracy Fair-weather in 592 RA: Certainly, Ms Fair-weather We will bring you the hair dryer and toilet paper immediately 5.4 Room attendant = RA Guest = G RA: Housekeeping May I come in? G: Yes, I‘d like to have this laundry done, please |111 RA: Certainly, sir Could you fill out the laundry form, please? G: Fine Oh, I don‘t want this shirt starched RA: No starch I understand, sir G: Yes, and I‘d like this sweater washed by hand in cold water It might shrink otherwise RA: By hand in cold water I understand G: There‘s a stain on this jacket I‘d like it removed before it‘s dry-cleaned RA: May I see it, please? G: Yes, here you are RA: What kind of stain is this, sir? G: I spilled some soy sauce on it RA: We will our best to remove the stain but we cannot guarantee the result G: That‘s OK Thanks a lot 6.1 Conference coordinator = C Guest = G C: Welcome to Lotus Hotel, I‘m John Smith, Conference Coordinator How can I assist you? G: I‘m Janet Brown form ADJ Digital Cooperation I called this morning to ask about your conference service Our company is going to have an annual general conference in December C: Please sit down I‘ve got that information Would you like mineral water or mint tea? G: Mineral water, please Thank you May you give me more information about your conference rooms and their setup styles? C: We have three conference rooms on the third floor: Sunrise, Sunlight, and Moonlight They are all set up based on the requests How many people will participate in your event, Ms Brown? G: About 300 people Maximum 320 attendants C: Then, our largest one the Sunrise suits you best It‘s 16 meters wide and 40 meters long; it can take up to 350 people It‘s often set up in the theatre style, however, we |112 can arrange it suitable to your event That room is available in the first week of December G: Great! We planned to organize our conference then What equipment is there? C: It‘s richly decorated and well-equipped with an overhead projector and a very big screen together with a public address system – everything you need for a big group Moreover, our business center with computers, printers and photocopiers is available with the technical support In addition, our specialized Meetings & Events team will work alongside with the organization G: That would a great help We will be very busy during the event C: We also have high-quality secretarial service and three multilingual interpreters of Japanese, English and Chinese G: That‘s great Our general manager is American and a number of managers and staff are foreigners I‘ll work with you for more details later 6.2 Conference coordinator = C Guest = G G: Our conference lasts for a day, you offer catering service? C: Yes, a lunch dining, and coffee breaks if you need, Ms Brown G: That‘s definitely what we need Could you send me the information about coffee breaks and lunch to my email address together with the draft contract and other details of your conference service I have to discuss with my manager before giving out the final decision C: For sure May I have your email address, please? G: Here‘s my business card with my contact details C: Thank you This is my business card We‘ll send you all related documents this afternoon You can also refer to our service on the website There are the images of important events we‘ve hosted with customers‘ feedback What else can I assist, Ms Brown? G: That‘s fine now Could I have a look at your conference rooms and other facilities like the business center or the restaurant G: Certainly Just follow me, Ms Brown 7.1 |113 Front office attendant = FOA Guest = G FOA: Reception May I assist you? G: Yes I‘m Elaine Smith in 511 I‘d like to complain to the general manager FOA: What exactly is the problem, Ms Smith? G: This is the third day in a row that the sheets on my bed have not been changed! FOA: Your sheets on your bed should be changed every day, Ms Smith G: That‘s right I complained to Housekeeping yesterday, but they didn‘t anything about it FOA: This will never do, Ms Smith I will personally take care of this problem immediately Please accept our apology and rest assured that this will never happen again G: Thank you very much FOA: Thank you for bringing this matter to our attention, Ms Smith Thank you for calling, too 7.2 F&B attendant = FA Guest = G Dialogue G: Excuse me! FA: Yes, sir? G: This fork is bent Can you bring me another one? FA: That‘s no problem, sir G: And this plate is dirty FA: I am very sorry, sir I‘ll bring you a new plate G: Excuse me I think you forgot my fork and plate FA: Oh, I am terribly sorry, sir! I will bring you the fork and plate immediately Dialogue G: Excuse me This isn‘t what I ordered! FA: I‘m sorry, sir What did you order? G: I ordered shrimp curry, not beef curry |114 FA: I apologize for the mix-up I‘ll be right back with your order FA: Your shrimp curry, sir I‘m very sorry about the mistake G: That‘s okay FA: I hope you enjoy your meal, sir 7.3 Room attendant = RA Guest = G RA: Housekeeping May I assist you? G: Yes This is Jennifer Wilson in Room 212 I am having some problems with the bathroom RA: What exactly is the matter, Miss? G: Well, to start with, both the drain in the sink and the floor drain are stopped up RA: What other problems you have, Miss? G: Also, the water keeps running in the toilet RA: I see I‘ll send the plumber to Room 212 immediately G: Thanks a million RA: Please let me apologize for the inconvenience, Miss The maintenance work might take a long time, in which case it would be best to change rooms G: I see RA: I will personally follow up on this matter G: I would appreciate it I just checked in and I‘m very tired RA: Please not worry, Miss If you should need to change rooms, we will arrange the move immediately 8.1 Front office attendant = FOA Guest = G FOA: Good morning, sir! How may I assist you? G: Yes I‘d like to check out now FOA: Yes, sir May I have your room number and your key card? G: Yes My room number is 606 Here is my key card |115 FOA: Yes, Mr Henry Ford, please wait a few minutes I‘ll get your invoice Inform Housekeeping Department to check the guest’s room FOA: Did you enjoy your stay, Mr Ford? G: Yes It was great The room was comfortable with a fabulous view, and your restaurant offered the best fine dining service All the staff were really professional, friendly, and helpful FOA: Thanks for your generous comments 8.2 Front office attendant = FOA Guest = G FOA: Excuse me, Mr Ford Here‘s your invoice Your stay from June 1st to June 5th costs $320 This $25 is the laundry service on June 2nd This $50 is for the city tour on June 4th Your dinner in Gourmet Restaurant on June 4th was $45 The total comes to $440, including tax and service charge You pre-paid $320 for your room and also deposited $100 So, the balance is $20 Is this correct, Mr Ford? FOA: Yes, that‘s right Here you are FOA: Thank you I received $50, so the change is $30 Here‘s your change Could you please sign here, sir? So where are you going now, Mr Ford? G: To Ho Chi Minh City Can you help call a taxi to Noi Bai Airport? FOA: Of course, sir I‘ll it now Call the taxi Mr Ford, please take a seat over there The taxi will be here within minutes You‘ll be informed when it arrives and our bell attendant will assist with your luggage G: Thanks for your help FOA: Thank you very much for choosing our hotel We look forward to serving you in a near future Have a good flight, Mr Henry Ford G: Thank you Good bye |116 accessible (adj.) /əkˈsesəbl/ that can be reached U1 adjoining rooms two hotel rooms with a door in the centre U2 amenity (n.) /əˈmiːnəti/ local facilities such as stores and restaurants U1 air-conditioned (adj.) /ˈeə kəndɪʃnd/ with temperature and humidity U1 controlled allocate (v.) (a room) /ˈæləkeɪt/ decide which room a guest will stay in U2 aperitif (n.) /əˌperəˈtiːf/ alcoholic drink taken before a meal U4 bake (v.) /beɪk/ to cook food in an oven without extra fat or liquid U4 bell attendant (n.) a staff member who helps guests with their luggage U3 brochure (n.) /ˈbrəʊʃə(r)/ a book containing pictures and information U1 about something or advertising something budget (n.) /ˈbʌdʒɪt/ amount of money available for a specific purpose U1 buffet (n.) /ˈbʌfeɪ/ where guests serve themselves from a number of U4 dishes business center (n.) room(s) with office facilities available to guests at a U6 hotel chain (n.) /tʃeɪn/ group of hotels owned by the same person or company U1 coated in covered in U4 complimentary (adj.) /ˌkɒmplɪˈmentri/free of charge U7 cot (n.) /kɒt/a single bed on wheels that folds up U2 conference (n.) /ˈkɒnfərəns/ formal meetings for discussion or exchange U6 of views between people who have the same interests or are in the same |117 business confirmation (n.) /ˌkɒnfəˈmeɪʃn/agreeing to a booking already made U2 courtesy bus (n.) /ˈkɜːtəsi/ bus service provided by a hotel free of charge U1 crisp (adj.) /krɪsp/ firm and fresh U4 crunchy (adj.) /ˈkrʌntʃi/ fresh and crisp; making a sharp sound when U4 bitten into crust (adj.) /krʌst/ hard outer surface U4 damage charge (n.) money a guest owes for repairs to hotel property U7 (when caused by violent or careless acts) deposit (v.) /dɪˈpɒzɪt/ give your item to somebody to be kept in a safe U3 place dessert (n.) /dɪˈzɜːt/ sweet dish eaten as final course in a meal U4 duty (n.) /ˈdjuːti/ tasks that must be done U3 dressing-table (n.) bedroom table with mirror and drawers, used especially U5 by women when they dress, make up, etc elaborate (adj.) /ɪˈlæbəreɪt/ carefully made and highly developed U2 en suite (adj.) /ˌɒ ˈswiːt/ with a bath and/ or shower attached U1 equipment (n.) /ɪˈkwɪpmənt/ thing(s) needed for a particular purpose U7 fire escape (n.) /ˈfaɪər ɪskeɪp/way (usually stairs) by which people can U5 leave a burning building fitness center (n.) /ˈfɪtnəs sentə(r)/ special room or rooms for doing U1 exercises and physical training flexibility (n.) /ˌfleksəˈbɪləti/ ability to adapt to different conditions U2 full-length mirrors (n.) long mirrors in which a person can see his whole U2 body furnishings (n.) /ˈfɜːnɪʃɪŋz/furniture, equipment, fittings, etc in a room U2 folder (n.) /ˈfəʊldə(r)/ cover for holding loose paper, etc U3 |118 garlic (n.) /ˈɡɑːlɪk/ small plant like an onion with a strong taste and smell U4 garnish (n.) /ˈɡɑːnɪʃ/ vegetable, herb, etc., used to decorate a dish or add U4 to its flavor herbs (n.) /hɜːb/ plants whose leaves are used for flavouring food U4 high season (n.) /ˌhaɪ ˈsiːzn/ the part of the year with the most guests U7 hospitality (n.) /ˌhɒspɪˈtæləti/ friendly and generous treatment of guests U8 hotelier (n.) /həʊˈteliə(r)/ people who own or manage hotels U7 homely (adj.) /ˈhəʊmli/ simple but comfortable U1 in-house training (n.) training given in the hotel by the hotel staff U7 integration (n.) /ˌɪntɪˈɡreɪʃn/ combining various parts U1 in advance /in ədˈvɑːns/ beforehand; ahead in time U2 juicy (adj.) /ˈdʒuːsi/containing a lot of juice and being enjoyable to eat U4 king-size (adj.) /ˈkɪŋ saɪz/extra large U2 kitchenette (n.) /ˌkɪtʃɪˈnet/ a small fridge and the cooking area U1 late charge (n.) a fee for staying past the check-out time U8 laundry (n.) clothes, sheets, etc., that need to be washed; place where this U5 is done liqueur (n.) /lɪˈkjʊə(r)/strong (usually sweet) alcoholic spirit, drunk in U4 small quantities especially after a meal luxurious (adj.) /lʌɡˈʒʊəriəs/ very comfortable U1 maintenance staff /ˈmeɪntənəns/ people whose job is to keep things in U7 good condition or good working order nappy-changing facilities (n.) equipment and place where a baby can be U5 cleaned and changed occupancy rate (n.) /ˈɒkjəpənsi/ the number of rooms actually used by U2 guests compared to the total number of rooms available |119 panoramic (adj.) /ˌpænəˈræmɪk/offering a wide and beautiful view U1 pastry (n.) /ˈpeɪstri/ mixture of flour, fat, and water, baked in an oven U4 and used to cover pies, etc parking pass (n.) a piece of paper that guests display in the car window U3 while in the hotel parking lot pay-per-view movie (n.) extra charge for movies and special television U8 features pillow case (n.) the covering that goes over a pillow U5 personal touch (n.) personal service U1 plaster (n.) /ˈplɑːstə(r)/ small pieces of fabric or plastic that can be stuck U5 to the skin to cover a small wound or cut plumber (n.) /ˈplʌmə(r)/ person whose job is to fit and repair water- U7 pipes, tanks, etc in buildings prior to (adj.) /ˈpraɪə(r)/ before U2 process guests (v.) complete all the official transactions necessary for U3 guests to stay provision for something preparation that has been made in case U6 something happens range from to vary between specified limits U1 ramp (n.) /ræmp/ sloping surfaces to let wheeled vehicles go up stairs U3 recommendation (n.) /ˌrekəmenˈdeɪʃn/ strong suggestion to U4 something recreation (n.) /ˌriːkriˈeɪʃn/ relaxation and entertainment U1 refit (v.) /ˌriːˈfɪt/ replace and put in new equipment U7 remote control (n.) /rɪˌməʊt kənˈtrəʊl/system of controlling something U5 (e.g a television) from a distance require (v.) /rɪˈkwaɪə(r)/ need, requirement thing needed, meet somebody’s requirements be what is needed |120 U5 room service (n.) /ˈruːm sɜːvɪs/ hotel service by which food, drink, etc U4 are sent up to a guest's room sanitary facilities (n.) /ˈsænətri/toilets, washrooms, etc U5 self-contained (adj.) /ˌself kənˈteɪnd/ with no shared facilities U2 seasonal (adj.) /ˈsiːzənl/ varying with the seasons U4 seasoned (adj.) flavoured U4 settling your account paying your bill U8 slice (n.) /slaɪs/ thin, wide, flat pieces cut off an item of food U4 solarium (n.) /səˈleəriəm/ room where a person can lie and be exposed U1 to bright artificial sunlight sofa bed, pull-out couch a bed built into a sofa or couch U1 stair-lift (n.) device to move disabled people up stairs U1 subtle (adj.) /ˈsʌtl/ designed to have a clever effect, but without being U1 noticed spicy (adj.) /ˈspaɪsi/ flavoured with spice; strong-tasting because of high U4 pepper or chili content spacious (adj.) /ˈspeɪʃəs/ with a lot of space U1 suite (n.) /swiːt/ hotel bedroom with an adjoining living-room U2 stage (n.) /steɪdʒ/a raised area, usually in a theatre, etc where actors, U6 dancers, etc perform starter (n.) /ˈstɑːtə(r)/ first course of a meal U4 switchboard (n.) /ˈswɪtʃbɔːd/ central telephone panel U5 tap (n.) /tæp/ thing that controls the flow of water in bath, basin, etc U7 tariff (n.) /ˈtærɪf/ list of fixed charges U2 tasty (adj.) /ˈteɪsti/ having a strong and pleasant flavour; appetizing U4 take somebody's contact details write down somebody's name, address, U2 |121 telephone number, etc trouser-press (n.) device for ironing and pressing a pair of trousers U5 upselling (n.) /ˈʌpselɪŋ/ the activity of persuading customers to buy more U2 products or a more expensive product than they originally intended valuable (adj.) /ˈvæljuəbl/ worth a lot of money U7 valet (n.) /ˈvælɪt/or /ˈvæleɪ/staff that parks the guests' vehicles U5 vending machine (n.) /ˈvendɪŋ məʃiːn/a machine that distributes snacks U3 and beverages when you insert coins vegetarian (n.) /ˌvedʒəˈteəriən/ people who not eat meat |122 U4 [1] Dudley-Evans, T & St John, M (1998) Developments in English for Specific Purposes: a Multi-disciplinary Approach Cambridge: Cambridge University Press [2] eZee Editorial Team (2021) How to Handle Hotel Guest Complaints and Deal with Angry Guests Retrieved on November 18, 2021 from https://www.ezeeabsolute.com [3] Francis, O (2002) Be My Guest – English for the Hotel Industry Dubai, Cambridge University Press [4] Hospitality and Tourism Management Department (2019) Manual for SHT Hanoi, Vietnam, Faculty of Tourism – Hanoi Open University [5] Kate, H & Paul, H (1995) High Season - English for the Hotel and Tourist Industry (1st Edition) London, Oxford University Express [6] Jolly, D & Bolitho, R (1998) Materials Development in Language Teaching Cambridge, Cambridge University Press [7] Levin, F & Tinsley, P (2016) English for Tourism and Restaurants, Book Hochiminh City, Vietnam, Cosmos Culture Ltd [8] Majure, R.& Martin, J (2016) Enjoy your stay, English for the Hotel Industry Hochiminh City, Vietnam, Cosmos Culture Ltd [9] Nguyễn Thị Ngọc Thúy (2015) English for Hotel Management Hanoi, Vietnam, Vietnam Education Publishing House [10] Roberts, C (2016) Role of Housekeeping in Hospitality Industry Retrieved on September 20, 2021 from https://www.linkedin.com [11] Seymour, M (2012) Hotel and Hospitality English Hochiminh City, Vietnam, HarperCollins Publishers Ltd [12] Sinha, S (2021) F&B Banquet Operation Manual Banquet Operation Manual Index Retrieved on August 15, 2021 from https://www.academia.edu [13] Sofitel Legend Metropole Hanoi (2021) Introduction of Sofitel Legend Metropole Hanoi Retrieved on July 28 from https://www.sofitel-legend-metropole-hanoi.com [14] Stevens, P (1980) English for Specific Purposes Oxford, Pergamon Press [15] Tomlinson, B (1998) Materials Development in Language Teaching Cambridge Cambridge University Press |123 [16] Trish, S & Rod R (2005) Highly Recommended – English for the Hotel and Catering Industry (New Edition) China, Oxford University Express [17] Vietnam National Administration of Tourism (2007) Standards of Professional Skills for Tourism in Vietnam – Front Office & Restaurant Skills Vietnam [18] Yanes, L P., et al (2015) Table for Two, English for Restaurant Hochiminh City, Vietnam, Ediciones Paraninfo SA [19] Younts, D (2020) Reasons to Host your Events in a Hotel Conference Center Retrieved on October 1, 2021 from https://www.midlothiancenter.com |124