Bài giảng tiếng anh chuyên ngành khách sạn (sht) hm25 Đại học mở hà nội

I. LEAD-IN 1. Discussion a. Which department is in charge of taking reservations in hotels? b. Which information needed to collect from guests when taking reservations? c. Explain these terms: Understays, Overstays, Early arrivals, Cancellations, Walk-ins, No-shows. 2. Front office documents Hotels use a variety of documents to deal with guests. Computerized and manual systems often have the same functions although the names are sometimes different. Match these following documents used by a typical hotel front office with their definitions.

RESERVATIONS

Learning Objectives:

By the end of this unit, the students will have been able to

- improve vocabulary related to taking reservations;

- use suitable language expressions and the correct procedures to take reservations

I LEAD-IN

1 Discussion

a Which department is in charge of taking reservations in hotels?

b Which information needed to collect from guests when taking reservations?

c Explain these terms: Understays, Overstays, Early arrivals, Cancellations, Walk-ins, No-shows

2 Front office documents

Hotels use a variety of documents to deal with guests Computerized and manual systems often have the same functions although the names are sometimes different Match these following documents used by a typical hotel front office with their definitions

1 Hotel Register 2 Guest History 3 Room Status

Board 4 Guest Index

5 Reservation

Form or Card 6 Reservation Chart 7 Reservation Dairy or Daily Arrival List

a Provides a visual record of all reservations for a period and shows at a glance rooms reserved and those remaining to be sold

b Lists all current guests in alphabetical order with their numbers and provides an additional quick point of reference in large hotels

c Standardizes the details of each booking, forms the top sheets of any documents relating to it, and enables a speedy reference to any individual case

d Records all previous visits to the hotel for any individual and contains

important statistical reservation and revenue data

e Shows all rooms by room number and floor, and gives the current and projected status of all rooms on a particular day, with details of occupation

f Records all bookings by date of arrival and shows all arrivals for a particular day at a glance

g Records all arrivals as they occur and gives details of all current and past guests

II READING

1 Discussion

a What are the functions of Reservations Department?

b Which tools are often used when taking reservations?

2 Reading

RESERVATIONS (1)

The reservations function consists of receiving, documenting, and analyzing room requests Because room space is the main product that a hotel has to sell, the act of taking a reservation is called selling rooms

(2)

The basic tool of room sales and management is the reservations system In the past, a wide variety of reservations systems were in use, ranging from simple reservation books in which names and dates were written to room racks containing slots in which reservation slips were inserted These and other simple devices are still used at various establishments, but, for most hotels, the computer has become the primary instrument for managing reservations Besides computers, the telephone is also an essential reservations tool The majority of reservations continue to be received by telephone

(3)

Most hotels routinely overbook reservations, recognizing that not everyone who requests a room will actually check into the hotel For example, if 2 percent of guests who place reservations usually cancel or do not show up, the reservations department might be instructed to overbook by 2 percent

(4)

Most room requests are simple inquiries about room availability and rates, but many clients are interested in a specific room type, bedding, or location Reservationists must be capable of quickly determining the client's needs, checking availability, and quoting rates

(5)

When a reservation is confirmed, details are gathered from the client and entered into the reservations system The data gathered typically includes the guest surname(s), arrival date, departure date (or number of nights), number of adults per room, and any preference for room type, location, or bedding A confirmation number is then given to the client If, for some reason, the client's reservation cannot be located on arrival, the confirmation number provides proof of the reservation

(6)

A deposit or credit card number may be required to guarantee the reservation for late arrival At some resorts, an advance deposit or payment in full may be required, one week to 30 days prior to arrival Some properties do not require a guarantee, except for group reservations In the absence of a guarantee, the hotel may promise to hold the reservation until 6 p.m If the client fails to check in by that time, the reservation will be canceled This type of arrangement is called a 6 p.m hold

When a reservation is requested by a travel agent, the agency's address may be accepted as a form of guarantee If the client defaults by not utilizing the reservation, the hotel will bill the agent for the amount of the deposit The deposit is usually equal to one night's accommodation charge

(7)

Group reservations for an event such as a convention, meeting, or club event require special handling A group reservation must be made well in advance of the proposed stay Preliminary estimates are made of the number of rooms that will be required to accommodate the group The group sales representative tentatively reserves, or blocks out, the estimated number of rooms for the duration of the event

A group rate is negotiated between the client group and the hotel To obtain this rate, the group must agree to purchase a minimum number of rooms An advance deposit may be required to guarantee the rooms A cutoff date is set for receiving reservations from members of the group When the cutoff date is reached, the balance of the room block is released for general sale

b Find the words in the reading corresponding to the following explanations

- a long narrow opening, into which you put or fit something

c Answer these questions based on the reading

- What term refers to the act of taking a reservation?

1 Gap-filling: Insert these questions into the correct place

Hotel = H, Caller = C, Reservations = R

a Could you give me the number

please?

f O-L-D-H-A-M?

b Could I have your name, please? g And that would be a double room, would it?

Would you prefer smoking or non-smoking?

c Fine How will you be paying,

Mrs Herridge?

h OK And when would you like to come?

d I’m sorry Mrs Herridge, will that

be one or two nights?

i Do you know if we could have the same room?

e How can I help you? j Your address, please?

King James Hotel (1)………

Hello, I’d like to book a room for my husband and myself, please

Hold the line, please I’ll put you through to Reservations

……… I think it was room 103

Hold the line, please I’ll just check I’m afraid we don’t have exactly the same room but I can put you in 205 – it’s got the same view and a balcony The rate is slightly more expensive – 110 pounds per person

Well, that’s all right, we’ll take that

That’s right In Manchester

Right, Mrs Herridge, I’ve made the reservation We look forward to seeing you again on the 15th

Thank you

You’re welcome Good bye

Oh I nearly forgot, I was wondering if you could arrange a bottle of champagne to

be in the room when we come, it’s our wedding anniversary

That’s no problem I’ve made a note and it’ll be ready when you arrive

Thank you so much Goodbye

Goodbye

2 Listening 1: Listen and fill in the blanks

Hotel = H, Caller = C, Reservations = R

Good morning (2)……… a couple of rooms

Certainly (3)……… Reservations Hold the line

please

Reservations (4)……… ………… How can I help you?

Good morning This is Rita King from Imperial Plastics I’d like to reserve a couple of doubles for (5)………

Two doubles for (6)………….… Right (7)……… for that night Is that a (8)………?

Yes, Imperial Plastics The rooms are for Mr Suarez, spelt S- U- A- R- E- Z, and Mr Johansson, spelt J- O- H- A- N- S - S- O- N They’d like the

(9)………… …………

OK, you have an (10)……….with us, don’t you?

Yes, we do

But the guests haven’t stayed with us before, have they?

No, I don’t think so

And how is the account to be (11)……… ?

Full (12)…….on the company account

(13) ………? It’s Miss R King, Imperial Plastics, Old Dock Road, London E5

Right, Miss King, (14) ……… PS 43307 I would be

(15)…………if you could just confirm in writing, by fax if you like

Certainly Thank you for your help

IV LANGUAGE FOCUS: Taking reservations

Which language expressions can you use when taking reservations? Think of as many sentences as possible

1 Greet the guest

· Good morning SHT Hotel, Reservation Department, Andrew speaking How may I help you?

· Good afternoon Thank you for calling Mellissa Hotel Reservation, Mai speaking How may I help you?

Ø I’d like to make a reservation at your hotel

· May I have your name, please?/ Kindly tell me your name, please!/ Could I have your name, please?

Are you booking for yourself or on behalf of someone else, Mr Chris?

· How many people?

How many people do you have in your group?

· What date?

When would you like to stay in our hotel?

May I have your arrival date, Sir/ Madam?

Could you tell me when you would like to arrive?

What is the date you arrange to come, Sir/ Madam?

When will you be arriving, Sir/ Madam?

· For how many nights?

How many nights would you like to stay/ are you planning to stay?

For how many nights do you require a room, Sir?

· For how many rooms?

How many rooms do you like to book?

· Type of rooms/bed?

What kind of rooms would you like to book? Our hotel has 4 kinds of rooms The largest one is Suite with a private swimming pool The smaller ones are Deluxe, Superior and Standard

- ………

- ………

- ………

3 Check room availability

· Please hold the line I’ll check the availability of our hotel on those nights

Yes: Give the room rate and promote to sell a more expensive room

· The rooms are fine for you on these nights The Superior room costs $80 per room per night including tax and daily breakfast However, with just 10 more US

dollars, you can stay in a Deluxe Double room with a breathless view to the city and you can use the daily afternoon tea at our skybar

· We would like to recommend you our Executive room for a better stay

· To enjoy the ultimate in style, service and sophistication, may I recommend you the suites on the top floor with the city view

· For $20 more, you can have a luxury room with the view of West Lake

· I see you are travelling with children, would you like a large Deluxe room close

to our swimming pool?

No: Offer alternatives

· I’m so sorry to inform that all Superior rooms are already sold out on those nights Do you prefer to stay in a Deluxe Double room? It is larger than the Superior room with a breathless view to the city and you can use the daily afternoon tea at our skybar It costs you $80 per room per night including tax and daily breakfast

If you don’t like this option, I’ll write your name in the waiting list and inform you when other guests cancel their room on those nights

· May I have your full name?

· Could you please spell it for me?

Contact details

· May I have your contact details like email and phone number?

· Could you please tell me your contact information, Sir/Madam?

· Your phone number is … Your email address is… Is this right, Sir/Madam? Special requests

· Do you have any special request for your room, Sir/Madam?

- ………

- ………

- ………

5 Ask guest’s ETA (Estimated Time of Arrival)

· Could you please provide your check-in time so we can have better welcoming for you?

· Please be informed that our hotel check-in time is 2 PM If you would like to receive your room earlier, we’ll charge you the full rate for 1 night more

· I’m very sorry to tell you that we cannot help you to do the early check-in (E C/I) on your arrival However, you can leave your luggages at our conceirge counter and enjoy the drinks at hotel skybar while you are waiting for your room

· Please note down your confirmation number They are CA666 Have you got it, Sir?

· Your reservation number is PS 43307

· I’d like to keep you informed of the reservation number It’s CA666

- ………

- ………

- ………

7 Thank, inform about the payment process and say good bye

· Thank you, Mr Anderson We will send a booking confirmation to your email address It requires you to do the pre-paid before your stay Please settle the payment to complete the booking

· How is the account settled, Sir/ Madam? Will you be paying by credit card?

· How would you like to pay, Sir/ Madam?

· Please let me know how you want to settle the payment?

· Once again, thank you very much for choosing our hotel We’re looking forward to serving you on your arrival Have a nice day, Sir

CHECK-IN

Learning Objectives:

By the end of this unit, the students will have been able to

- improve vocabulary related to checking in;

- use suitable language expressions and the correct procedure to check guests in

I LEAD-IN

1 Discussion

a What is check-in? How important is it?

b What is the receptionist’s role in checking in?

c What are the procedures to check in different kinds of guests?

1 * welcome guest to property

* address by name or title, if known

3 * Get the imprint of the guest’s passport or other identity

documents

* fill in the registration card

* obtain:

- guest's signature

- additional information, e.g year and license number of automobile

4 * repeat the reservation information for the guest’s confirmation

(Name, Reservation number, Departure date, Number of nights, Number of rooms, …)

* make changes to meet the guest’s demand if any (if possible)

5 * settle the deposit

* return credit card and guest’s passport

* ask guest to sign in Registration Card For cash payment, obtain:

- advance payment

- deposit for additional services,

- identification For direct billing:

- if pre-approved, confirm charging restrictions with guest, e.g billing covers room and tax only

- if no account has been set up:

+ establish alternate means of settling account, e.g credit card

+ obtain and forward required information to applicable department for verification

6 * assign room number, if not pre-assigned

If room is not ready for occupancy:

- apologize to guest for delay

- confirm time room will be ready, e.g contact house keeping

* issue room key or card and breakfast coupon

7 * inform guests of additional information for their better stay:

- additional charges, e.g parking

- in-house specials or promotions, e.g complimentary coffee & newspaper

- facilities and services

- benefits of selected package, e.g corporate breakfast

- signing privileges

- express checkout

- safety and evacuation procedures, e.g for guests in wheelchairs

8 * direct guest to room

* offer assistance with the luggage

9 * thank guest for choosing the hotel

* wish guest a good stay at the hotel

10 Update information on the system

II READING

1 Discussion

a Are hotel check-in and registration similar?

b How do receptionists register for different kinds of guests?

2 Reading

REGISTRATION (1) Barring unusual circumstances, the bulk of the check-outs end early in the afternoon, and the heavy traffic of arrivals starts shortly thereafter Now begins what is to the guests the room clerk's most important function, the registration procedure For a better understanding of this process, the incoming guests will be divided into three general categories: group or convention guests; individual guests or small groups with reservations; and walk-ins (people without a reservation)

(2) The category of groups and conventions involves a substantial number of

guests who may all arrive at or about the same time To register them ally would create problems for the hotel, both in time and number of room clerks needed, and for the guests, who would be stranded for long periods at the registration desk To prevent this confusion, most hotels pre-register these guests from lists containing the members' names and home addresses, furnished in advance by the person or persons in charge of the group or convention The list should indicate the type of accommodation required-single or double occupancy and the names of the people sharing a room Preregistering involves filling in all information called for on the registration cards, including the assigned room number

individu-Another reason for pre-registering these guests is that, in many cases, the sponsors want to present each member on arrival with a booklet or other material relating to meetings, banquets, or other functions on their itinerary Most hotels add their own promotional material and give the full package, including the room key, to the guests as they register To further expedite this process, separate registration desks are often set up in the lobby in designated alphabetical groupings As the guests arrive, they are referred to the proper desk and asked to check their name and address on the registration card and sign it They are then given an envelope with the materials mentioned and the room key, and are escorted to their room by the bellman

(3) For guests with reservations, as they come to the desk, each should be pleasantly greeted and asked if he or she has a reservation If the answer is yes, the receptionist should pull up the reservation on the computer and verify that the information reflected therein is accurate, pull the preprinted registration card, and obtain a signature If there is no reservation in the computer and the person can-not present a written confirmation, the receptionist should inquire how and when the reservation was made Often it will have been made over the telephone, possibly on the same day If the reservation manager has no record of a call, then the guest is roomed as a "claimed reservation" and should be considered a walk-

in

When the card is signed, the receptionist should select a room from the availability file (unless a room has been pre-assigned) The room number should

be entered on the card and the date of departure and method of payment should

be verified When payment is to be made by credit card, the receptionist should ask for the card, imprint it on the appropriate blank credit card charge voucher, and staple that to the registration card

If the type of accommodations requested is not available, the next higher grade should be assigned at the same rate and the guest informed of this When the stay

is for more than one night, most room clerks are instructed to advise the guest that the room will be changed as soon as the desired type becomes available, generally on the following day Only if the guest objects to this room change do

we recommend that the room clerk quote the higher rate of the available commodations The guest is then given a choice: to agree to the room change, or

ac-to accept the new rate, effective the second day, for the balance of the stay (4) Walk-ins are people who come into the hotel without a reservation and ask for a room Anyone without confirmed reservations walk-ins should be asked for some forms of identification before being allowed to register Most clerks are instructed to ask for a national credit card as identification, and to determine that

it will be used to settle the account Lacking one, the guest is usually required to pay in advance

3 Follow-up exercises

a Find the synonym of these words in the above reading

- excepting for (Pa 1) _

b Scan these phrases, and then explain them in your own words

- the bulk of the check-outs

Would you like an Executive at 125 or a Standard at 95?

And may I take your home address, please?

It's room 760 on the seventh floor

Hello

And the name, Sir, is ?

Here's your credit card, passport, and here's your key

This is your registration card Can you just check through the details, please? Just the one night?

Because you're not a British citizen I'll require your passport in order to complete the registration

How will you be settling your account, sir?

b Now listen to a real check-in conversation to see if your suggested order is the same

2 Video watching

Watch the video clip between a receptionist and a guest checking in

Note down the steps used by the receptionist What do you think about her service?

………

………

………

………

………

………

………

………

………

IV LANGUAGE FOCUS: Checking in for guests with reservations

Which language expressions can you use at each step in the check-in procedure? Think of as many sentences as possible 1 Welcome the guest · Good afternoon Welcome to SHT Hotel May I help you anything? Can I help you, Sir?/ How may I help you, Madam? · Good morning Welcome to SHT Hotel, what can I do for you, Sir/Madam? - ………

- ………

- ………

2 Indentify guest’s booking · Do you have a reservation, Sir/Madam? · Have you got a reservation, Sir/Madam? · Could you tell me if you’ve got a reservation? · Have you booked the room yet, Sir/Madam? · May I have your reservation number and your name, please? - ………

- ………

- ………

3 Borrow guest’s passport and fill in the registration card

· May I borrow your passport to do the check-in?

· Could you just fill in this form, please?

· Please help me to complete these documents, Sir/Madam!

· Would you mind filling in this form, please?

· Please, may I have your passport in order to fill in the registration card for you You’ll only have to sign it, and I’ll give it back to you back right away

- ………

- ………

- ………

5 Inform deposit policy and determine method of payment

· According to our hotel policy, could you please give me $100 as the deposit for the room during your stay? We’ll return it to you when you do check-out

· How would you like to do the deposit now? By credit card or in cash?/ Will you

be paying by credit card, Sir/Madam?

· How would you like to settle your payment, Sir/Madam?/ Could you tell me how you want to settle your payment, Sir/Madam?/ How do you wish to settle your account, Sir?/How would you like to make payment?

· May I have your credit card, Mr Anderson?

· Excuse me, Mr Anderson Here’s your registration card Please check all

information again If everything is correct, please sign here

- ………

- ………

- ………

6 Assign room and provide key card & breakfast coupon

· This is your room number It’s located on the 12th floor

· You’re in room 703, Sir/Madam

· You’re on the top floor as requested, room 905

· This is your room card and breakfast coupons

- ………

- ………

- ………

7 Introduce hotel’s services and policies (+ extra notice)

· The breakfast’s included in your room rate It’s served from 6 AM to 10 AM at SHT Restaurant on the 6th floor Besides that, we have a fitness center, a

business center and a Chinese restaurant on the 4th and 5th floors The check-out time is 12 PM If you need any further assistance, please contact us by dialing

100 to the reception We are 24/7 service, so you can call anytime

· Let me mention that breakfast is served at the restaurant between 6.30 and 10.30

- ………

- ………

- ………

8 Offer bellman service/give directions

· Your room’s on the 7th floor, on the left when you get out of the elevator, just opposite the well-equipped fitness center

· Would you like me to call a bellman to help with your luggage?

· A bellboy will escort you to your room./ Now let me call a bellboy to escort you

9 Thank and wish guest a good stay

· Thank you again for choosing our SHT Hotel We hope that you’ll have a great stay at our hotel

· Have a good time We are here all day under your service

FOOD & BEVERAGE SERVICE

Learning Objectives:

By the end of this unit, the students will have been able to:

- improve vocabulary related to food service;

- identify different sections and staff members in food service;

- use suitable language expressions and information to take orders and introduce menu

I LEAD-IN

1 Discussion

a What benefits can food service bring to the hotel?

b What are the food outlets in the hotel? What hotel staff is working there?

c What is the procedure to take guests’ orders?

2 Food & beverage cycle

One of the most important services for hotel guests is the food and drink service In a large hotel this is organized in what is called “the Food and Beverage cycle” and involves a considerable number of staff There are five sections in the cycle:

a In small groups, match the job titles below with the job descriptions

- head chef… a sets and clears the tables

- store man… b buys food and drink, deals with suppliers

- wine waiter… c welcomes the clients to the restaurant, deals with complaints

- receiving officer… d looks after one section of the kitchen

- commis chef … e checks deliveries, arranges transfer to stores

- head waiter… f cooks food and is training to be a chef

- host… g arranges staff's work in the dining-room

- purchasing officer… h plans menus, trains and supervises kitchen

- chef de partie… i serves customers, takes orders, brings food

- bus boy… j helps supervise kitchen staff

- sous chef… k looks after stock, gives it to various departments

- waiter/ waitress… l takes drinks orders, advises on wines

b Now put the jobs into the relevant sections of the chart below

Purchasing Receiving Storing &

b Choose the best answer In some sentences, more than one answer is accepted

1 What kind of dish is Escargot?

a Salad b Entrée c Appetizer d Dessert

2 What is NOT included in Scallop Bacon?

a seafood sauce b broiled bacon c chicken d scallop

3 What are the ingredients for Champagne Salmon?

a lobster b salmon fillet c grape fruit glaze d veal

4 What kind of dish is Chicken Florentine?

a Entrée b Salad c Appetizer d Dessert

5 What are ingredients for Lemon Chicken?

a light herbs b lemon c lemon grass d chicken breast

6 How many plumps scallops are wrapped in bacon?

7 Trifle usually includes ……

Look at exercise a and write down ingredients for each food

c What kind of dish is each food? Fill in the types of menus below

d What adjectives can be used to describe the dishes? Complete the description with the adjectives in the box

1……….can be used for cream, vegetable or salmon It is newly-made, not frozen

2 ……… vegetable has fine and pleasant flavors

3 ………seafood sauce has a strong flavor or smell

4 ………food contains lots of cream like Parmesan sauce

5 ……… food is not tough

e Listen to your teacher and fill in the blank with correct cooking methods

1 Six plumps scallops……….in bacon are………and are……… with a tangy seafood sauce

2 Strawberry and peach Bavarian cream are……….sherry and

………fresh cream

3 Six large escargot and mushroom caps are ……… garlic butter and cheese

4 Tender chicken breast is ……… in herbs and lemon then it is

……… and ……… your choice of salad

5.……….salmon fillet is………lobster tail and is ……… champagne and grapefruit glaze

List more methods of cooking that you know

Refer to the menu the Appendix and write down the description for other dishes in exercise a

f Role play: Take turns to be waiter and customer to introduce the menu to the guests

tangy delicate tender fresh creamy

II READING

1 Discussion

a What can be some forms of F&B service in a hotel?

b Which F&B service form, in your opinion, brings the biggest benefit to hotels? Why?

2 Reading

HOTEL FOOD AND BEVERAGE SERVICE (1) Most hotel food-service areas are owned and operated by the hotel, although some food service is rented out to franchised companies or independent restaurant owners, with a percentage of gross food and beverage sales going to the hotel A hotel's food-service component can provide up to half of the hotel's overall revenue Hotel food and beverage service comes in many forms: fine dining, fast food, coffee shop service, room service, buffets, banquets, poolside bars, snack bars, and lounges Room service and banquets are unique to the hotel food and beverage department Although banquets can be hosted by other restaurants, most do not have the capacity to compete with the hotel's banquet capabilities

(2) Room Service is a travel luxury The guest is pampered by having another person deliver the meal directly to the room All first-class hotels are expected to provide this service to their guests even if it is not a profit-making venture Room service requires a great deal of organization to be successful The equipment must keep hot food hot and cold food cold, and the food needs to be delivered as quickly as possible to satisfy the guest Some hotels have special service elevators, which help staff provide fast service without disrupting other guests (3) Breakfasts account for 70 percent to 90 percent of room-service orders, with continental breakfasts topping the list Some hotels provide a doorknob program, which allows guests to check off their desired menu and delivery time Choices are recorded on a small menu hung on the outside doorknob During the night, the menu is collected, and breakfast is served at the requested time

(4) To help cover additional costs, room-service meals are generally more