staffing and internal organization

listening and speaking for hotel and restaurant managerment. by the end of this unit, you shoud be able to: demontstrate a simplìied staff tree of a mediumsized hotels; describle hotel staff hierarchy; makr a speech of running a small hotel; use adjectives and nouns describing pesonality; be polite, enthusiastic, cooperate at work

MINISTRY OF CULTRURE SPORTS AND TOURISM HANOI TOURISM COLLEGE Listening & speaking English for hotel & restaurant management UNIT 3: STAFFING AND INTERNAL ORGANIZATION UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 VOCABULARY : trả lời Answerable to /ˈɑːnsərəbl/ (adj) Apprentice /əˈprentɪs/ (n) : Bargaining /ˈbɑːɡənɪŋ/ (n) : Candidate /ˈkændɪdeɪt/ (n) : Carpenter /ˈkɑːpəntə(r)/ (n) : học nghề mặc ứng cử viên thợ mộc In-house training : tập huấn nhà Liaise /liˈeɪz/ (v) : liên lạc Workaholic: /ˌwɜːkəˈhɒlɪk/ (n) : Clientele /ˌklaɪənˈtel/ (n) : Comes under the remit of: Command of /kəˈmɑːnd/ (n): Courteous /ˈkɜːrtiəs/ (adj): tham cơng tiếc việc khách hàng quản lí của… lệnh của… nhã nhặn UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 VOCABULARY gửi hành lý Dispatch of luggage /dɪˈspætʃ/ : sổ ghi chép Log-book /ˈlɒɡbʊk/ (n) : tiếp tục du lịch Onward travel /ˈɒnwəd/ : luân chuyển hàng hoá Turnover of stock : nâng cao Enhance /ɪnˈhɑːns/ (v) : bao hàm, bao gồm Entails /ɪnˈteɪl/ (v) : khối lượng công việc lớn Heavy workload: Horticulture /ˌhɔːtɪˈkʌltʃə/ (n) : Hoteliers /həʊˈteliə(r)/ (n) : Personal touch: Queries /ˈkwɪəri/ (n) : Tip-top condition: nghề làm vườn chủ khách sạn liên hệ thân thiết (với khách hàng) câu chất vấn điều kiện hoàn hảo UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 VOCABULARY UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1.1 Match the places on the left with the word on the right The department that is responsible for ordering and buying everything that other departments need and for keeping control of stocks The department that is responsible for hiring new employees, conducting interviews, and generally looking after the staf The department that is responsible for dealing directly with the guests ( c ) Purchasing ( e ) Personnel ( a) Front office The department that makes sure the hotel and the rooms are clean, and that everything in the rooms looks right ( g) Housekeeping The department that is responsible for booking weddings, corporate events and other parties and get togethers that are help at the hotel ( b) Sales UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1.1 Match the places on the left with the word on the right The area of the hotel where alcoholic and non-alcoholic drinks are mixed and served ( i ) Bar The department that is responsible for paying bills and salaries, and for the financial side of the hotel ( d ) Account The area of the hotel where food is cook ( j ) Kitchen The area of the hotel where guests eat ( f ) Restaurant 10 The department that is responsible for repairing anything wrong ( h ) Maintenance UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 Complete the sentence UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 Complete the sentence Housekeeper The…………………… is in charge of the cleaners and chambermaids, and is responsible for making sure that the room look as they should receptionist I’m a……………… , so part of my job is to welcome the guests and give them the room keys; You need to have a friendly, outgoing personality for this kind of work chef The restaurant is looking for an experienced…… with good pastry skills who can product imaginative cuisine The………………… has overall responsibility for the running of the hotel General manager UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.1 Complete the sentence Hall porter As a………… , you will be expected to look after guests’ special requests and you will have to make theatre booking, organize tours, travel arrangements, and so on chambermaid There’s a vacancy for a…………………at the Medici Hotel - the job involves cleaning the guests’ rooms, making the beds, and making sure that everything in the room in order There’s no problem if you come back after midnight – the night…………… will let you in staf The Resident…………has control over the customer contact side of the business porter UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.2 Language focus 3.2.1 Obligation We use "should" to give, or ask for, advice or an opinion in the present Should Eg: Should I turn on the air conditioning? "Have to" is used to show that a person is obliged to something, usually by an outside force, have to can also be used to give your opinion Have to Eg: I had to go to the dentist with mom yesterday "Must" is also used to talk about obligation and is used in written rules and instructions: "Must" is also used to give a strong recommendation Must Eg: It’s too late I have to go home now  UNIT 3: STAFFING AND INTERNAL ORGANIZATION L si e UNIT 3: STAFFING AND INTERNAL ORGANIZATION H o t le ei r s UNIT 3: STAFFING AND INTERNAL ORGANIZATION aC n id d ta e UNIT 3: STAFFING AND INTERNAL ORGANIZATION Ho r t i cl u t ru e UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.2 Listening Decide which of following titles is the most appropriate: Thanks a Lot !   A family Afair All work and No Play Answer the questions: a When did the Bonnets start running their own hotel? Bonnets started running their own hotel fifteen months ago b How is business going? Business is going well c Why did Sylvie not fill in the well? Sylvie not fill in the well because some of the guests complained UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.2 Listening d Make a not of the advantages and disadvantages of running a small hotel that Gérard and Sylvie have encountered Can you think of any not mentioned in the next? ADVANTAGES • • • A very regular clientele which inherited with the building Easy to plan ahead These is few customers at a time, so its easy to provide them personal touch • • Autonomy in work Got happiness in work DISADVANTAGES •Too busy to get relax / heavy workload •Resistance to change •slower turnover of stock •Low occupancy rate in the winter •Few permanent staf UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.2 Listening e - Write sentence to explain the following vocabulary from the text: Personal touch eg: Personal touch means the service which meets the individual needs and tastes of customers - Slower turnover of stock eg: - Jacques …… also came with the hotel eg: - Slower turnover of stock means some items take longer to use Jacques worked for the hotel before Gérard and Sylvie inherited it, he also came with the hotel Heavy workload eg: Heavy workload means a lot of work to UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.2 Listening Answer the questions: e Write sentence to explain the following vocabulary from the text: - Low occupancy rate eg: Low occupancy rate mean the percentage of room being used is low - High labor turnover rate eg: High labor turnover rate means staf not work at the hotel for very long before they leave - The big rush eg: The big rush means the period when the hotel is busiest - Bargaining eg: Bargaining means discussing the price of something you are buying or selling to make it favorable to you UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.3 Speaking Imagine you have enough money to buy and run a small hotel conversation UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.3 Speaking Think about the following questions: a Which city / town / street would it be in? b How many room? What sort of views? c What kind of clientele would you try to attract? d What special activities would you ofer? e What would you call it? f How would you divide the work? g Which job would you like most? h Which job would you like least? UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.4 Listening   Tick () the items below if you hear Christopher Lloyd talk about them   Personality required Working hours   Duties Uniform UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.4 Listening Listen and take more detailed notes: - Personality required: + Professional + Friendly + Courteous + Ready to smile - Duties: + Contact external companies ( make booking, organize and book onward travel ofer with local businesses + Aware of the arrival and departure of group + Delivery mail and package + Maintain a supply of stamps + Fulfill request for secretarial work arrangement, dispatch of luggage, UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.4 Listening Match the halves of the phrases below Provide for a A guest’s requests contact b A courteous manner make c Guest’s need display d A supply of stamps maintain e External companies keep f Guest satisfaction fulfil g Booking for tours, etc maximize h A log-book UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.5 Speaking A, Qualities needed Bar attendants Waiter - Neat personal appearance - Good interpersonal skills - A high level of personal hygiene - Good memory - Good communication skills - Efficient and speedy - Good memory - Enjoy working with people - Polite and patient - Good personal preparation - Friendly, efficient, speedy - Good cash handling skills - Enjoy working with people - Ables to stand for long periods - Able to work as part of a team UNIT 3: STAFFING AND INTERNAL ORGANIZATION 3.3.5 Speaking B Duties - Take reservations - Set tables Welcome and seat customers and hand menus Talk about the menu and drinks, recommend combinations produce an attractions to visitor from interstate and overseas Take orders Serve food and drinks Carve meat Make up bills Handle money or credit cards Clear tables Bar attendants Waiter - Serve drinks - Draw beer - Make cocktails Garnish drinks Prepare and serve a variety of cofees Refill drink and cigarette dispensers Collect glasses and place them in glass-washing machines Wipe down tables and empty ashtrays Collect payment , operate cash registers and give change Arrange bottles and glassed on shelves Clean bar service area and polish glasses Assist in the cellar Assist in stock control ... 3: STAFFING AND INTERNAL ORGANIZATION Wor a k h ol i c UNIT 3: STAFFING AND INTERNAL ORGANIZATION En t a i l s UNIT 3: STAFFING AND INTERNAL ORGANIZATION C li e n t e l e UNIT 3: STAFFING AND INTERNAL. .. AND INTERNAL ORGANIZATION Q ue r i e s UNIT 3: STAFFING AND INTERNAL ORGANIZATION Cou rt eo us UNIT 3: STAFFING AND INTERNAL ORGANIZATION aC r ep n tre UNIT 3: STAFFING AND INTERNAL ORGANIZATION. .. AND INTERNAL ORGANIZATION L si e UNIT 3: STAFFING AND INTERNAL ORGANIZATION H o t le ei r s UNIT 3: STAFFING AND INTERNAL ORGANIZATION aC n id d ta e UNIT 3: STAFFING AND INTERNAL ORGANIZATION