МЕТОДИЧЕСКИЕ УКАЗАНИЯ «Профессии в индустрии гостеприимства. Личностные качества. Функциональные обязанности»

ДЕПАРТАМЕНТ ЛЕСНОГО ХОЗЯЙСТВА НИЖЕГОРОДСКОЙ ОБЛАСТИ

Государственное бюджетное профессиональное

образовательное учреждение Нижегородской области

«КРАСНОБАКОВСКИЙ ЛЕСНОЙ КОЛЛЕДЖ»

 

 

   

 

 

 

 

 

 

 

МЕТОДИЧЕСКИЕ УКАЗАНИЯ

по дисциплине «Английский язык»

для студентов III курса

часть 2 «Профессии в индустрии гостеприимства.

Личностные качества, необходимые для профессии.

Функциональные обязанности работников индустрии гостеприимства»

для специальности 43.02.14 «Гостиничное дело»

 

РАССМОТРЕНО: на заседании предметно-цикловой комиссии общеобразовательных дисциплин ПРОТОКОЛ №   от «  » сентября      г. Председатель ПЦК ______

Разработала: Преподаватели иностранного языка Воронина М.В., Булкина Т.А.

 

Красные Баки

2020

Lesson 7-8

The Front Office staff

 

1.       Translate the words and write them in your vocabulary:

The Front Office Manager -

The Receptionist -

The Reservations Clerk -

The Hall Porter or Concierge (USA: bell captain) -

The Switchboard Operator -

The Cashier -

The Night Clerk -

The Doorman -

The Porter -

the room clerk -

 

to welcome -                                                       to attend -

to hand out -                                                        to receive -

to deal with -                                                       to handle -

to inquirie -                                                         to complete –

to concern with -                                                 to show to –

to connect –

 

2. Read and translate the text:

It is the department where guests make reservations, check in and check out. The Front Office Manager is in charge of the reception area. The Receptionist welcomes and registers the guests. He hands out the keys and gives them information about hotel services.

The Reservations Clerk deals with reservation inquiries, booking and allocation of accommodation.

The Hall Porter or Concierge (USA: bell captain) is the person who does services for guests. He can help guests with any of these: car hire, theatre tickets, sightseeing, postcards and maps, airline reservations, timetables, luggage storage, mail dispatch, valetting.

The Cashier is concerned with the guests' accounts and prepares bills. He may also exchange travelers’ cheques or foreign currency.

The Switchboard Operator connects outgoing and incoming calls.

The Night Clerk attends to the reception area during the night shift.

The Doorman receives guests, opens the door, orders taxis, etc.

 The Porter is the person who handles the guests' baggage. When a guest completes his check-in procedure, he normally gets the room key from the room clerk who shows the guest to his room. He also collects baggage from the guest's room when the guest checks-out.

 

 

3. Exercises:

№1. Answer these questions:

1.       What does the Front Office Manager supervise?

2.       Who work under his supervision?

3.       Who looks after the guests when they arrive?

4.       What does the Receptionist do?

5.       Who hands out the room key?

6.       Who carries the luggage to the guests' rooms?

7.       What services does the Hall Porter provide?

8.       Who deals with reservation inquiries?

9.       What are the doorman's duties?

10.   Who exchanges foreign currency?

 

№2. True or false:

1. The Receptionist shows the guest to his room.

2. The Concierge does services for guests.

3. The Cashier is concerned with the guests' accounts, bills, travelers’ cheques or    

    foreign currency.

4. The Hall porter’ duty is to handle the guests' baggage and collect it from the 

    guest's room when he checks out.

5. The Front Office Manager is in charge of the reception area.

 

№3. Make up the word expressions and translate them:

1	to welcome	a	reservation inquiries
2	to deal with	b	accounts
3	to connect	c	guests
4	to concern with	d	the guest
5	to handle	e	the baggage
6	to hand out	f	to his room
7	to complete	g	check-in procedure
8	to receive	h	the keys
9	to show to	i	the reception area
10	to attend	g	calls

 

№4. Make up questions to the underlined words:

1. The room clerk also collects baggage from the guest's room.

2. The Front Office Manager is in charge of the reception area.

3.  The Concierge does services for guests.

4. The Night Clerk attends to the reception area during the night shift.

5. The Receptionist hands out the keys.

 

№5. You are the Front Office Manager. Tell all the staff of the Hotel Front Office and say what duties everyone has.

№6. You are an employee. Today it is your first working day at the hotel. Ask the the Front Office Manager about your duties.

4. Read and translate the text “Professions in hospitality”

 

There are various professions in hospitality business. One of the most important is the profession of the receptionist who works in the front office of a hotel.

  The receptionist is in charge of the check-in. She meets and greets guests, registers them and assigns rooms to them. Her main duty is to provide the brief and convenient check-in procedure. The receptionist must help guests do the hotel formalities. She asks the guest to fill in a registration card and to sign it. She also answers the phone and takes messages for the hotel                     Collecting guests’ baggage

guests. The receptionist also provides the check-out

formalities.

The concierge must help the guests with the information about the hotel, the city and make travel arrangements. She must be knowledgeable, fluent in many foreign languages and have an outgoing personality. Fluency in English, French and German is a must for her. Besides, she must be computer literate, have a pleasant telephone manner and a positive helpful attitude. She actually acts as a travel agent: she books flights, tours and visits.

The concierge must help guests in all ways.

The hotel manager is just a professional hotelier. For the hotel guests the hotel manager is the host who must offer hospitality to the guests.

For the hotel staff he is the person who must establish the policy of the hotel and its operations.

There may be different management positions in a hotel: the assistant manager, the resident manager, the night manager.

The assistant manager helps the manager and manages the hotel when the manager is not present.

The resident manager permanently lives in the hotel.

The night manager is on duty during the night.

 

Answer the following questions:

1.       Which is the most important profession in the hotel business?

2.       What are the duties of the receptionist?

3.       What must a concierge do?

4.       What kind of person is the concierge?

5.       Who is the hotel manager for the guests?

6.       What is he for the hotel staff?

7.       Who establishes the policy of the hotel?

8.       Which are the major management positions in hospitality?

9.       What do these managers do?

 

 

Use the appropriate words from the list:

on duty, assistant, books, assigns, to fill in, convenient, computer literate, establish the policy, management positions,

1.       The receptionist meets and greets guests, registers them and … rooms to them.

2.       Her main duty is to provide the brief and … check-in procedure.

3.       The receptionist asks the guest … a registration card and to sign it.

4.       Besides, the concierge must be … , have a pleasant telephone manner and a positive helpful attitude.

5.       The concierge actually acts as a travel agent, she … flights, tours and visits.

6.       For the hotel staff he is the person who must … of the hotel and its operations.

7.       There may be different … in a hotel: the assistant manager, the resident manager, the night manager.

8.       The … manager helps the manager and manages the hotel when the manager is not present.

9.       The night manager is … during the night.

 

Match the beginnings and the end of the sentences:

 

1. The receptionist is	guests do the hotel formalities.
2. The receptionist must help	provides the check-in formalities
3. The receptionist asks	the guests with the information about the hotel, the city and make travel arrangements.
4. The receptionist	in charge of the check-in.
5. The concierge must help	be knowledgeable, fluent in many foreign languages and have an outgoing personality.
6. The concierge must be	to fill in a registration card and to sign it.
7. The concierge must	computer literate, have a pleasant telephone manner and a positive helpful attitude.
8. The hotel manager	the host who must offer hospitality to his guests.
9. The hotel manager must establish	is just a professional hotelier.
10. The hotel manager is	the policy of the hotel and its operation.

 

 Translate the following sentences from Russian into English:

1.       Одна из самых важных профессий в гостеприимстве – это профессия администратора по приему гостей, который работает в лобби отеля. Администратор отвечает за регистрацию гостей. Она встречает, приветствует гостей, регистрирует их и отводит им комнаты. Ее главная обязанность – обеспечить быструю и удобную процедуру регистрации гостей в отеле.

2.       Консьерж должна помогать гостям с информацией об отеле, городе, а также способствовать в приобретении билетов. Она должна быть знающей, бегло говорить на многих иностранных языках и быть общительным человеком. Говорить бегло на английском, французском, немецком языках – ее обязанность.  . Она заказывает рейсы, туры и посещение достопримечательностей.

3.       Менеджер отеля – это профессиональный хотельер. Для гостей отеля – он гостеприимный хозяин, который должен предлагать хороший прием гостям.

Для служащих отеля – он человек, который устанавливает политику отеля и его деятельность.

 

 

Lesson 9

Qualities of a person

 Job search can take a long time: someone cannot find a suitable option for months, other interrupted time-consuming and unstable jobs. To equalize the situation you can use a summary. How to reflect the personal and professional qualities for summary, to make the employer notice you and give you an opening? The summary should include only your strongest side. If the quality of the summary on the work is described correctly, the employer will be able to highlight your application among other applications.

 

 

- Tell what qualities of a person you know.

 

- Read a template set of personal qualities for summary and translate them:

- balance, self-control, perseverance, hard work, discipline;

- the ability to persuade, ambition, good diction, dedication;

- confidence, the ability to adapt to change, ability to work in team;

- accuracy, quick learner, public speaking skills, presentable appearance;

- commitment to the development, result orientation, punctuality;

- honesty, justice ,a sense of humor, energy, organization.

- knowledge, flexibility, helpful

 

Exercises:

1.   Form  the adjectives from the nouns below and translate them:

		adjectives	translation
1	hard work
2	balance
4	discipline
5	ambition
7	purpose
8	accuracy
9	punctuality
10	honesty
11	justice
12	emotionality
13	knowledge
14	flexibility
15	help

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2. Make up phrases after model:

An employer must possess hard work.  He must be a hardworking person

 

3. Read and translate some versions of the qualities and say which of them are not suitable for the employer:

- easy in communication, straightness, intolerance, rudeness, inability to lie;

- pedantry, selfishness, self-discipline, excessive thoroughness;

- excessive emotionality, a heightened sense of responsibility.

4.  Think about, what character traits can be considered winning?

 

5. Which of the hotel staff can possess these qualities:

- persuasion skills - discipline - accuracy - good health                                   - presentable appearance               - communication skills                   - good diction                                              - honesty

The concierge The receptionist The Doorman The Cashier The Switchboard Operator The Hall Porter The hotel manager

                                                     

6. Translate in to English:

1.Кассир должен быть грамотным, честным, аккуратным.

2. Менеджер должен быть лидером, владеть организаторскими навыками, уметь работать в команде. 

3. Администратор должен иметь презентабельный внешний вид, быть общительным, дружелюбным.

4. Консьерж должен быть знающим, внимательным, владеть иностранными языками

5. Портье должен быть дружелюбным, тактичным, исполнительным.

 

7. Read the most popular qualities, translate them and place in order of importance:

responsibility, sociability, stress-tolerance, commitment, performance, learning, punctuality, efficiency, organization, accuracy, attentiveness, ability to work in a team, initiative, independence, energy, self-organization, goodwill, creativity, sociability, active life position.

8. Look at the schema and answer the question “How many per cents every quality has”

HOW TO BECOME A GOOD HOTELIER

The hotelier is a good diplomat, patience, tolerance, generosity and good intentions. A good hotel operator must have self-discipline staff, quick workers, and quick thinkers and always to help client and manager at all times.

Diplomat

Diplomat mean is a person who appointed by the national diplomacy with other countries or international organizations. Representation and protection of the people are the main functions of diplomats around the state and sent, as well as the promotion of information and friendly relations. As a diplomat can easily build an own relationship with the customer and day by day they will become a general customer of hotel.

Patience

Patience in hospitality industry means whatever the guest scold you, you cannot scold them back. Resistance state in difficult circumstances, this may mean that persist in the face of delay or provocation, no worries, anger, a negative exhibit patience when under pressure, particularly when faced with a long-term problem.

Tolerance

Toleration in hospitality industry means a person who tolerates something or somebody unpleasant. Toleration is meaning the practice deliberately allowing or permitting the things one does not agree. Many people are sometimes don't know how to behave themselves and also don't know show some respect to other people; so that's why we have to be tolerate and patience. To be a hotelier everyday will face difference temper of guests, so as a hotelier should be tolerating and not to argue with them. Also, as a hotelier should give what they need to make them feel satisfy. Guests always are the right whatever happens so as a hotelier should be toleration and also patience.

Liberality

When employee facing any high demand guests, we should need to be liberality and keep smile to serve our customer until they satisfy with the service. Any guest that is high demand, we shouldn't complain it because it will affect the whole hotel and will give a bad image and impression to the hotel. As a good hotelier must be professional during working time.

Good Will

Good will means willing to help each other when facing problem. Good will is one of the important things to any hotelier because it always reminds us to be helpful to our guests and also help them to solve problem. Front office staff is the first employee to serve the customer. So that why good will is very important to any front office staff.

It is not easy to become a hotelier, but it is not so difficult. It depends on how to treat customers, if you use your heart to your guests, they will feel. Most of the students have chosen the hotel management, because working in the service sector is very interesting and funny. Enterprise management is very useful for our future operations, but it is very boring, which is why I chose the hotel management. Another reason to select the hotel management, we can see so many different customers and increase our knowledge. When you have experience in the service industry, and then set the target a certain extent, the growing knowledge does not always stay in the same place, become one industry professionals. Peter Drucker pointed out that, today, the center of our social productive forces, knowledge workers. In other words, knowledge is the key to success, do not know is equal. Unfortunately, remain forever in the failure. Thus, learning as an important part of our comprehensive preparatory work supervisor or manager career.

10 Things That Make Good Hotel Service Great

 

The right ambience Ensure cleanliness, aroma, temperature, and the 5s methodology from the Japanese Kaizen methodology – tidiness, orderliness, cleanliness, standardization and discipline.	What’s in a name Well, in the hospitality industry – a lot use guests’ names, their children’s names, pet’s names and even their car name. Also, use your name it is equally important. You are their buddy.
Personalize at every point Make every possible piece of literature, personal a welcome letter, a pre-arrival letter, a post-stay letter, anything and everything.	No unexpected surprises Ensure clear signage, a clear website, clear prices, clear text, clear rules, clear stuff roles and more. This will ensure that the guest has clear expectations at every stage and is delivered what is promised.
Make it memorable Consider providing some gift to greet your customer, or something they can take away to remember their stay. Also, have products available to buy whenever possible.	Follow-up is important Have they reviewed, will they review, have you answered their review? Have you invited them back? In other words, how would you treat a new friend?
Be efficient but not pushy Be efficient in your processes but then allow time for chatting and showing customers around to the extent they desire. Never rush them!	Don’t forget the Thank YOUs Be thankful. A guest must feel appreciated, all the time. A simple gesture that works even on the most difficult guest.
Reward their loyalty Be thankful. A guest must feel appreciated!	A smile can do the trick Be happy! A happy team equals a happy guest. Mirroring behavior is an innate, unconscious process. You smile – the will smile.

 

 

 

Lesson 10

Divisions of a Hotel

There are various divisions (or departments) of a hotel. They are given below.

Front Office

It is responsible for guest check-in and check-out, mail and information services, and concierge services such as tour booking, reserving theatre and restaurants, providing airport taxi service, etc.

Food and Beverage

Food and Beverage department is responsible for preparing menus, foods, and managing inventory of food and beverage items. It includes food and beverage preparation and service for restaurant, lounge, coffee shops, bars, parties, and room service.

Uniformed Service Department

It includes parking and door attendants, drivers, porters, and bell attendants.

Housekeeping

Housekeeping includes the duties of keeping the areas of the hotel clean, tidy, hygienic, and pleasant. It also performs the duties pertaining to decoration of hotel premises.

Sales and Marketing

All sales, services, advertising, promotions, and public relations are taken care of by this team.

Security

Security manager and security workers work to keep the property safe and secured from external hazards.

Accounts

It conducts all financial activities like producing bills and receiving payments, computing employees’ compensations and delivering payments. They also carry out the activities such as compiling monthly and annual income statements, depositing and securing cash, and controlling and monitoring assets.

Maintenance

The Maintenance department is responsible for the maintenance of the property. It takes care of repairing furniture and fixtures, and painting the required area. When the hotel is small, these works are contracted from an outside agency.

Engineering and Technology

It is responsible for keeping all of its equipment operational. The duties include maintaining telephone, hotel management software, internet etc. It is also responsible for implementing any new changes required such as upgrading the software and hardware.

Human Resource Department

Human Resource department is responsible for interviewing and recruiting qualified staff to be placed at appropriate positions. They also conduct exit interviews for the employees who wish to quit the work. HRD works to set wages and salaries based on regional market rates and ensures that the hotel business meets safety and health administration standards.

 

 

 

 

 

Profiles of Management Staff

Hotel General Manager

Hotels are rampant nowadays. The bigger they get, the more people they need to work for them. Thus, the more they need people who can take in charge of everything. This is what general managers do.

Your main job is to create and sustain a guest-driven hotel which goes beyond guest expectations for the criteria important to your guests. You should also provide an atmosphere which inspires your hotel team members to offer their best efforts. It’s your job to watch over the quality process in order to ensure your guest’s satisfaction through consistent delivery of service and quality product in conformance with your hotel's profitability goals whilst fulfilling the important requirements of your guest.
First priority is to perform and supervise the daily routines of the hotel. You check guests in and out, and inspect their suites for engineering and housekeeping quality. You also participate in the Food and Beverage outlet where you would greet and serve guests as needed.

You also have some responsibility for staffing. You will interview, and hire people. Once accepted, you would also be the one to supervise and counsel them. This would include the different department managers in the hotel. Although the pay is high, this job places many responsibilities on your shoulders and you should be up for that.

 

The Front Office Manager

The Front Office Manager is generally in charge of everything that goes on in the front desk. He is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. He usually works a regularly scheduled front desk shift and must be available to work any shift as needed. He holds department meetings regularly, cover all shifts that are open and tries to understand any problems which desk clerks may have.

The biggest responsibility is to supervise over the front desk clerks. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. There are many responsibilities and duties that come with this job title. He hires and trains new people for the front desk and will make sure that everything runs properly and that everything is organized. This position requires such services as answering questions, taking difficult telephone calls, analyzing the front desk budget, setting schedules, welcoming guests, dealing with guests’ complaints and solving a variety of problems that may come up for example when it comes to deal with groups of foreign guests.

This position requires plenty of patience with people and understanding. Smiling when dealing with guests helps to create a friendly atmosphere. A smile says, “We’re glad you’re here!” Whenever an employee speaks with a guest, the employee should end the conversation with the statement, “Please call on me if I can be of any further assistance.” The Front Office Manager is also required to possess language skills, as well as a very good command of at least two or three foreign languages. He should also monitor finances at the front desk and is responsible for communicating with all other departments in regard to the front desk department.

 

Food and Beverage Director

This position is not only applicable for hotels. You can also work in hospitals, schools and other places where food directors are needed. The general job description would be having the responsibility to oversee the lounge/restaurant operations. You also get to recruit and train employees. You would also be the one who would create their schedules.

Managing budgets and achieving sales targets are also part of your job, along with maintaining close control of product orders and stock. You should also be able to control and analyze food costs. Of course, as the director, you should ensure that food safety and customer service are provided. Lastly, you should communicate well with your team and be able to motivate them.

 

Executive Chef

This career would generally involve managing the flow and direction of a kitchen. You would be responsible for arranging menus and tables on hotels, cruise ships, and other hot spots that tourists go to. You also keep track of inventory and try to keep costs down. You decide which supplies and food items are necessary to purchase. As time passes by, you will establish and modify the menus so that there is an increase in profits and decrease in monetary loss. You are also the one who is in charge of overseeing the overall satisfaction of your customers.

 

The Sales Manager

This key role carries responsibility for marketing hotel products, facilities and services. He designs such hotel products as accommodation special offers, bargain breaks, leisure and activity breaks. He also advertises meeting and recreational facilities for groups and conventions by sending circulars to companies, cultural and political associations, professional bodies. He attends regional and national conferences on tourism issues hoping to catch new glimpses of forth coming events which may increase hotel business.

 

The Purchasing Manager

He is responsible for the search, selection, purchase, receipt, storage of commodities in accordance with the catering policy of the hotel. Commodities cover the following categories: food, beverages, tabletop products, maintenance products, catering 1 food service equipment, furnishings and fixtures, operations equipment and systems, telecommunications systems, management services. His duties include:

·        providing all items to user departments

·        evaluating new products

·        researching into new markets and price trends

·        reporting to the hotel management

 

The Personnel and Training Manager

He is responsible for defining the structure and scope of the personnel function. As a pragmatic, articulate and influential person, he shows a committed and commercially relevant approach to Human Resources. His duties include:

·        recruitment of staff members

·        planning educational courses for hotel employees

·        finding out HR policies to support hotel services efficiency

 

The Chief Engineer

Traditionally associated with maintenance engineering has evolved as a separate department in very large hotels. The chief engineer is responsible for all the mechanical and electronic equipment conditioning systems, escalators, lifts, electrical implements, television sets, computers, audio visual aids, lightening, etc.. He supervises a team of technicians assigned to the control and maintenance of such equipment as heating and air-conditioning systems, escalators, lifts, electrical implements, television sets, computers, audio visual aids, lightening, etc.

 

The Housekeeper

Her primary concern is the overall cleanliness of the premises. Her duties would involve bed making, replenishing of linens, cleaning and vacuuming halls and rooms. She also gets to carry linens, toilet items, towels, and cleaning supplies by the use of wheeled carts. Cleaning rooms, lobbies, hallways, restrooms, lounges, corridors, elevators, locker rooms, stairways, and other working areas are tasks related to her job. As a supervisor she is the head of a team whose main job is perform the above mentioned duties. She checks if requirements regarding cleanliness are met and should also interview, hire and train people who want to be part of her team.

 

The Supervisor

The supervisor is the basic managerial element in the hotel organization. He forms the essential link between the general manager and the workers. His main functions are motivating and controlling, but, actually, he operates within all of the management  procedures. He is responsible for the training needed within his department. The workers must have good and effective supervision to perform to the best of their ability

Notes:

CEO = Chief Executive Officer. Officer of a firm principally responsible for the activities of a company

Front office: the reception area that is visible to the public

Back office: the part of a reception area that is not visible to the public.

 

Practice

1. Answer these questions:

1.     What are the main duties of a hotel manager?

2.     What skills must a hotel manager have to run a large hotel?

3.     What is a small hotel manager required to have?

4.     What about the manager's role in a chain-owned hotel?

5.     What is the management?

6.     Who is the management formed by?

7.     What are the main departments of a hotel?

8.     Who operate in the Reception department?

9.     What are the main facilities of the food and beverage department?

10. Mention the staff of the housekeeping department

2. Put the following items in the appropriate column:

recruiting staff / following price trends / storing products / checking lifts / training staff / supplying items to hotel depts. / advertising bargain breaks / selecting commodities / defining personnel tasks / supervising technicians.

 

Purchasing Manager	Sales Manager	Personnel Manager	Chief Engineer

 

A Staff Meeting

'One is up early in this business' explains Harvey Pascoe, managing director of the Dormy House Hotel on the Cotswolds near Broadway. 'I like a gentle start to the day before the racing begins', he admits.

10.00 Harvey assembles all available staff into the Conference Room for their weekly (Friday) briefing. Today's session has a sentimental note; Louise Weston, a chambermaid who's been at Dormy for the last five years, is retiring and Harvey presents her with a Russell Hobbs coffee maker.

10.15 Harvey is going through a pile of mail in his office. '1 see every single letter. They all get a reply from me and then they'll be categorised. And look. It's only September 19th and here is our first booking for our New Year's Eve party. After making a phone call with stock and another with accounts, a travel agent in Philadelphia calls to make a booking for four clients.

10.30 The meeting with the various Heads of Department - the housekeeper, head bar-lady, banqueting manager, head receptionist, maintenance man and others. Everyone brings Harvey their own set of seemingly major catastrophes but nothing seems to faze him, not even the news brought by the maintenance man that all the outside lights have 'gone on the blink'. Harvey agrees with his diagnosis - that the underground cable is old, worn and must have shorted the circuit. 'It will cost a lot of money but we have no choice,' Harvey concludes. 'We need new cabling a.s.a.p.' Maurice Howman, the gardener, worries about 'the early chills we've been having'. Housekeeper Sally Hodgkinson reports on how the new carpets are settling down.

They then talk about which rooms are to be 'released for refurbishment' and the design for curtains, fabrics, bathroom fittings and the like.

Harvey adds that Friday mornings are always more crucial than the rest because it's the best time to go through the following week's function lists.

'I try to spend as much time as I can before lunch just talking to the staff. I make a point of saying good morning to everyone, and by name. I work with people, a team, not just numbers, and that applies to employees as much as guests. It is a vital ingredient in the successful running of a hotel.’

 

Practice

1. Read 'A Staff Meeting' and complete these sentences:

1.     Mr Harvey Pascoe gets up early in the morning because.

2.     The staff meeting always takes place on   ..................... in……………….

3.     Louise Weston is ................................................................

4.     Every morning Harvey goes through the incoming mail and.

5.     Harvey has made two phone calls, namely ...... ……………………………………

6.     He has also got two bookings: one for ............. the other from ......................................

7.     Among the staff attending the meeting were ...

8.     The maintenance man reported that ....

9.     The housekeeper reported that ....... and went on talking to the manager about  .............

10. The reason why Mr Harvey Pascoe is a successful hotelier is ………………  

 

2. Write sentences of your own using the following verbs:

to present s. o. with / to go through / to make a call / to make a booking / to hold a meeting / to report / to worry about / to run a hotel

 

3. Write a short description of the picture following these guidelines:

what it is about

who the persons are

what they are talking about

You can start like this: The picture shows the staff meeting hold at the Dormy House Hotel on September 191h ......

 

4. Write a conversation between the manager and the receptionist on a topic of your choice.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

HOUSEKEEPING

This department is in charge of the general cleanliness of the hotel. It provides cleaning materials, bed linens, paper products, stationary, etc. It is also responsible for laundry, dry cleaning and ironing services and handles storage supplies. The staff members in charge of this department are: the Executive or Head Housekeeper who is responsible for the smooth running of the department. She supervises the work of chambermaids and housemen.

The Chambermaids whose job is cleaning and caring for the guest rooms. Housemen and Assistants help in performing various chores such as collecting dirty linen, hoovering carpets, polishing mirrors, etc.

                                                

 

 

1. Write the Russian equivalents of the following cleaning and equipment supplies:

 

 

 

2. Put the items below in the appropriate box

advertising material, aprons, blanket covers, blankets, booking forms, brochures, business cards, cots, educational materials, greeting cards, mailers, mattress pads, mattresses, menu order forms, menus, napkins, newsletters, pillowcases, pillows, presentations & proposals, printer paper, quilts, registration forms, sheets, single use napkins,  tablecloths, towels

 

Bed and Bedding	Stationary & Paper Products	Linen Supplies
_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________	_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________	_____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________ _____________________

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

THE RESTAURANT

It is the facility where the guests have their meals. Breakfast, lunch and dinner are generally served by waiters under the supervision of a Headwaiter or Maître d'hôtel. A Maître d'hôtel is the man in charge of all personnel who serve or clear tables in the restaurant. Waiter or waitress is the individual who takes orders and serves the meal. Bussers or busboys is the American name for Assistant Waiters. They are restaurant employees who pour water, empty ashtrays, clean and set tables, and so forth.

 

THE BAR

This is the area where guests can sit, drink, and talk in a relaxed, comfortable atmosphere. The bar is also attended by those guests who like to have a light and fast meal, generally made up of snacks, sandwiches, salads and cakes. The staff members operating in the bar are the Barman, his Assistants and the Waiters. The Barman (Bartender in USA) is the employee who mixes and serves drinks at a bar. He takes orders for drinks from customers and the waiting staff (waiters and assistants). Waiters go to the customers' tables, take their orders and then bring drinks or snacks to the tables.

 

THE KITCHEN

 

 

The kitchen is a very important hotel department considering that food and beverage service may prove to be the highest source of income, especially when providing service for banquets and conventions. The staff of this department may include:

The Head Chef (Chef de Cuisine) who is responsible for planning the menus and for supervising the correct preparation, presentation and qualities of all dishes which are being prepared by other chefs. He is normally collaborated by an Assistant Head Chef (Sous Chef) who relieves the Head Chef in his absence and arranges duty shifts and days off for the kitchen staff. The other kitchen staff members are the Chefs each of whom is responsible for the preparation of individual items. They include the sauce chef, salad chef, vegetable chef, fish chef, soup chef, pastry chef, etc. and are assisted by Assistant Cooks (commis de cuisine) who receive orders by the chefs they work for. Under the cooks' supervision are the Kitchen Helpers (who peel potatoes, cut up vegetables, etc.) and Dishwashers. In large establishments, the Head Cook plans and co-ordinates the operation of several restaurants.

 

1. Answer these questions:

1.         Why is the kitchen a high source of income?

2.         Whom does the Head Chef supervise?

3.         Who arranges duty shifts for the kitchen staff7

4.         What are the assistant cooks' duties?

5.         What are the duties of the kitchen helpers?

6.         What do you see in the picture above?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Hospitality Manager job description

This Hospitality Manager job description template is optimized for posting on online job boards or careers pages and easy to customize for your company.

Hospitality Manager Responsibilities

Include:

• Hiring qualified personnel according to standards
• Organizing and coordinating operations to ensure maximum efficiency
• Supervising and evaluating staff

Job brief

Job description, hospitality: We are looking for an experienced Hospitality manager to organize and oversee daily operations of our facilities. You will be responsible for coordinating activities and helping people reach their full potential.

Hospitality managers, whether they work at lodgings or restaurants, are always focused on ensuring excellent customer experience. They are leaders and problem solvers. Excellent communication and organizational skills are vital.

Responsibilities

• Hire qualified personnel according to standards
• Organize and coordinate operations to ensure maximum efficiency
• Supervise and evaluate staff
• Ensure supplies and equipment are adequate in quantity and quality
• Handle customer complaints when necessary
• Assist in pricing products or services
• Assume responsibility of budgeting and monitoring expenses
• Enforce adherence to regulations and quality standards
• Ensure all records are kept properly and consistently
• Review and prepare reports for senior management

Requirements

• Proven experience as hospitality manager
• Hands-on experience in customer service or sales
• Solid understanding of hospitality procedures and best practices
• Knowledge of quality standards (e.g. ISO)
• Proficient in MS Office and relevant software (e.g. ERP)
• Excellent organizational and leadership skills
• Outstanding communication (verbal and written) and interpersonal skills
• Problem-solving aptitude
• BSc/BA in hospitality management

Receptionist job description

This Receptionist job description template is optimized for posting to online job boards or careers pages. It is easy to customize with duties and responsibilities for medical receptionists, hotel receptionists, and more. Also see our job descriptions for similar roles: Administrative Assistant, Executive Administrative Assistant, Front Office Manager, Office Coordinator, Office Manager, Secretary.

Receptionist Responsibilities:

• Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately
• Answering screening and forwarding incoming phone calls
• Receiving and sorting daily mail

Job brief

We are looking for a Receptionist to manage our front desk on a daily basis and to perform a variety of administrative and clerical tasks.

What does a Receptionist do?

As a Receptionist, you will be the first point of contact for our company. Our Receptionist’s duties include offering administrative support across the organization. You will welcome guests and greet people who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls.

To be successful as a Receptionist, you should have a pleasant personality, as this is also a customer service role. You should also be able to deal with emergencies in a timely and effective manner, while streamlining office operations. Multitasking and stress management skills are essential for this position. This role may require working in shifts, so flexibility is a plus.

Ultimately, a Receptionist’s duties and responsibilities are to ensure the front desk welcomes guests positively, and executes all administrative tasks to the highest quality standards.

Responsibilities

• Greet and welcome guests as soon as they arrive at the office
• Direct visitors to the appropriate person and office
• Answer, screen and forward incoming phone calls
• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
• Provide basic and accurate information in-person and via phone/email
• Receive, sort and distribute daily mail/deliveries
• Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)
• Order front office supplies and keep inventory of stock
• Update calendars and schedule meetings
• Arrange travel and accommodations, and prepare vouchers
• Keep updated records of office expenses and costs
• Perform other clerical receptionist duties such as filing, photocopying, transcribing and faxing

Requirements

• Proven work experience as a Receptionist, Front Office Representative or similar role
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g. fax machines and printers)
• Professional attitude and appearance
• Solid written and verbal communication skills
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize tasks
• Customer service attitude
• High school degree; additional certification in Office Management is a plus

 

 

Front Office Manager job description

This Front Office Manager job description template can help you attract the most suitable candidates to manage your reception area effectively. It’s also easy to customize to meet your company or hotel’s specific requirements. Similar job titles include Front Desk Representative, Office Receptionist, Secretary, Office Manager and Administrative Assistant.

Job brief

We are looking for a Front office manager to manage our reception area. You will act as the ‘face’ of our company and ensure visitors receive a heartwarming welcome. You will also coordinate all front desk activities, including calls, reservations and guests services.

As a Front office manager, you should combine a pleasant personality with a dynamic professional attitude to supervise and lead our team. Our ideal candidate can deal efficiently with complaints and has a solid customer service approach.

Ultimately, you should be able to ensure our front desk provides professional and friendly service to our customers.

Responsibilities

• Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets)
• Train, supervise and support office staff, including receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer service
• Handle complaints and specific customers requests
• Troubleshoot emergencies
• Monitor stock and order office supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office expenses and costs
• Ensure company’s policies and security requirements are met

Requirements

• Proven work experience as a Front desk manager or Reception manager
• Hands on experience with office machines (e.g. fax machines and printers)
• Thorough knowledge of customer service, office management and basic bookkeeping procedures
• Proficiency in English (oral and written)
• Solid knowledge of MS Office, particularly Excel and Word
• Excellent communication and people skills
• Good organizational and multitasking abilities
• Problem-solving skills
• High School diploma; additional certification is a plus

 

THE BELL SERVICE

VOCABULARY. LEARN THE WORDS.

to run errands, the bell service, the bell captain, bellman, the room appliances

 

№1 Read and translate the text:

When hotel guests come to the hotel and check in they expect someone to show them to their rooms. They also want someone to help them with their luggage and sometimes to run errands for them. All these duties are provided by the bell service of the hotel.

At the head of the bell service is the bell captain. He directs bellmen.

When the guest is given a room number the bellman gets the key and escorts the guest to his room. In the room the bellman must show the guest where the light switches are. He must also explain how to use the room appliances: the TV-set, telephone, air-conditioning.

In some hotel the bellman helps the guests with their luggage. Very often he uses a cart to move the luggage.

 

№2 Answer the following questions:

1.     Who shows the guests to the rooms?

2.     Who helps the guests with their luggage?

3.     Who runs errands for the hotel guests?

4.     Who is at the head of the bell service?

5.     What does the bellman do for the hotel guests?

6.     What kinds of appliances are there in the hotel room?

 

№3 Use the appropriate words from the list:

a cart, to run errands, escorts, the bell captain, appliances, to show, the light switches,

1.     When hotel guests come to the hotel and check in they expect someone … them to their rooms.

2.     They also want someone to help them with their luggage and sometimes … for them.

3.     At the head of the bell service is … .

4.     When the guest is given a room number the bellman gets the key and … the guest to his room.

5.     In the room the bellman must show the guest where … are.

6.     He must also explain how to use the room … : the TV-set, telephone, air-conditioning.

7.     Very often he uses … to move the luggage.

 

№4 Make up sentences from the following words:

1.     They, to help, with, for, want, and sometimes, to run errands, them, also their luggage, them.

2.     At, the bell captain, of, the, bell, the head, service, is.

3.     When, the room, is, given, number, the guest, the, room, guest, his, escorts, gets, the key, the, bellman. and, so.

4.     In, must, the bellman, the room, switches, show, where, the, light, the, guest, are.

5.     He, also, how, to explain, the room, must, appliances, to use.

6.     In, helps, with, hotels, the bellman, the, gusts, some, their luggage.

7.     Very, he, a cart, to move, often, the luggage

 

№5 Translate the following sentences from Russian into English:

1.     Когда гости приезжают в отель и регистрируются, они ожидают, что кто-то покажет им комнаты, поможет с багажом и окажет им другие услуги.

2.     Всем этим занимается служба посыльных отеля.

3.     Ее возглавляет старший посыльный, который руководит всеми посыльными и связан с администрацией отеля.

 

 

THE HOUSEKEEPING DEPARTMENT

VOCABULARY. LEARN THE WORDS.

the housekeeping department, to care, to supervise, a chambermaid, bed linen, a towel, a waste baskets, tissues, rubbish, master keys, extra bedding, rollaway

 

№1 Read and translate the text:

The housekeeping department cares about cleaning the guestrooms.

At the head of the housekeeping department is the housekeeper. He supervises the chambermaids.

Chambermaids prepare the rooms before the guests check in. Usually the housekeeper tells the maids to clean the rooms or to make up the rooms. He may also ask them to scrub down the bathrooms or change the bed linen and the towels. The main duties of the chambermaids are to air the rooms, to make the beds, to dust the furniture, to vacuum the floor, to wash the bathroom, to empty the waste baskets.

Chambermaids use carts to carry suppliers: soap, tissues, bed and bath linen. There are containers for supplies: soap, bed and bath linen. There are containers for dirty linen and rubbish in the carts.

Chambermaids use master keys to provide security for the hotel rooms.

The housekeeping service provides extra bedding or rollaways.

 

№2 Answer the following questions:

1.     What is the main function of the housekeeping department?

2.     Who is at the head of the housekeeping department?

3.     What are the main duties of the chambermaids?

4.     What is there on the chambermaid´s cart?

 

№3 Use the appropriate words from the list:

carts, to scrub down, the chambermaids, bedding, to dust, clean, waste

1.     The housekeeper supervises… .

2.     Usually the housekeeper tells the maids to … the rooms or to make up the rooms.

3.     He may also ask them … the bathrooms or change the bed linen and the towels.

4.     The main duties of the chambermaids are to air the rooms, to make the beds, … the furniture, to vacuum the floor, to wash the bathroom, to empty the … baskets.

5.     Chambermaids use … to carry suppliers: soap, tissues, bed and bath linen. There are containers for supplies: soap, bed and bath linen.

6.     The housekeeping service provides extra … or rollaways.

 

№4 Translate the following sentences from Russian into English:

1.     Служба горничных отвечает за уборку номеров.

2.     Во главе службы находится старший отеля, который руководит работой горничных.

3.     Горничные готовят номера до приезда гостей.

4.     Они делают генеральную уборку комнат.

5.     Они всегда моют ванные комнаты и меняют постельное белье и полотенца.

 

 

THE TELEPHONE DEPARTMENT

VOCABULARY. LEARN THE WORDS.

a switchboard, to handle, outside calls, lond-distance

 

№1 Read and translate the text:

Any hotel provides its guests with the regular telephone service. There are usually the pay phones in the lobby and the house phones in the rooms.

The house phone is the system of phones throughout the hotel. The switchboard operator controls all in-coming and out-going calls. The operator has to handle all the outside calls. They may be local, long-distance and international. If someone calls to find a hotel guest, the operator will connect him.

If the guests want to make a long-distance call the telephone operator will help them too.

The telephone operator can connect the guest with any hotel service: the front office, the housekeeping, the bell service, the room service, the concierge. The hotel guest may ask the operator to wake him up, to page him, to send a telegram. The telephone operator will never refuse any service to the hotel guest.

 

№2 Answer the following questions:

1.     Who provides the guests with the regular telephone service?

2.     What kinds of phones are there at the hotel?

3.     What is the house phone?

4.     Who controls all in-coming and out-going calls?

5.     Who has to handle all the outside calls?

6.     What will the operator do if someone calls to find a hotel guest?

7.     What will the operator do if the guests want to make a long-distance or an international call?

8.     What can the telephone operator connect the guest with?

9.     What other services will the operator provide?

 

№3 Use the appropriate words from the list:

service, pay, regular, long-distance, wake him up, switchboard, house, handle, connect,

1.     Any hotel provides its guests with the … telephone service.

2.     There are usually the … phones in the lobby and the … phones in the rooms.

3.     The … operator controls all in-coming and out-going calls.

4.     The operator has to … all the outside calls.

5.     They may be local, … and international.

6.     If someone calls to find a hotel guest, the operator will … him.

7.     The hotel guest may ask the operator to …, to page him, to send a telegram.

8.     The telephone operator will never refuse any … to the hotel guest.

 

№4 Translate the following sentences from Russian into English:

1.     Любой отель обеспечивает своих гостей регулярной телефонной связью.

2.     Обычно в холле отеля находятся платные телефоны.

3.     Гостиничные внутренние телефоны находятся в комнатах отеля.

4.     Оператор на коммутаторе контролирует все входящие и исходящие звонки.

 

 

THE SECURITY DEPARTMENT

VOCABULARY. LEARN THE WORDS.

robbery, burglary, flood, valuable things, a safe-deposit box, lost and found office, restrooms, fire drills, an emergency exit, a first-aid kits, injury

 

№1 Read and translate the text:

The hotel security department must protect the guests of the hotel from all dangers: robbery and burglary, fire and flood.

At the head of the security department is the security officer.

The guests may keep their valuable things in a safe-deposit box. The security department is ready to protect the guests in case of any crime.

The security department is in charge of the lost and found office. Usually the guests lose or leave their things around. And the security staff should take care of their purses and wallets, handbags and umbrellas, hats and coats left in bars or restaurants, restrooms or lobbies.

The security department provides fire drills for all the hotel employees. Each hotel employee must know all the hotel emergency exits.

The security department is also in charge of the first-aid kits throughout the hotel in case of an injury.

 

№2 Answer the following questions:

1.     Which department must protect guests from all dangers?

2.     What kinds of dangers must it protect the guests from?

3.     Who is at the head of the security department?

4.     Where must the guests keep their valuable things?

5.     What should the security department take care of?

6.     What does the security department provide for all the hotel employees?

7.     In what case is the security department in charge of the first-aid kits?

 

№3 Use the appropriate words from the list:

fire drills, purses and wallets, lost, a safe-deposit box, found, robbery, in case of, the security officer, in charge, emergency, restrooms,

1.     The hotel security department must protect the guests of the hotel from all dangers: … and burglary, fire and flood.

2.     At the head of the security department is … .

3.     The guests may keep their valuable things in … .

4.     The security department is ready to protect the guests … any crime.

5.     The security department is in charge of the … and … office.

6.     The security staff should take care of guests´ … , handbags and umbrellas, hats and coats left in bars or restaurants, … or lobbies.

7.     The security department provides … for all the hotel employees.

8.     Each hotel employee must know all the hotel … exits.

9.     The security department is also … of the first-aid kits throughout the hotel in case of an injury.

 

№4 Translate the following sentences from Russian into English:

1.     Отдел охраны отеля должен оберегать своих гостей от всех видов опасности: кражи, кражи со взломом, пожара или наводнения.

2.     Отдел охраны отвечает за работу стола находок.

3.     Служба безопасности отеля обеспечивает противопожарные учения для всех служащих отеля.

4.     Каждый служащий отеля должен знать все запасные выходы отеля.

 

 

CATERING AT THE HOTEL

VOCABULARY. LEARN THE WORDS.

reception, convention, exhibition, luxurious, coffee shops, snack bars, cuisine, pantry, dining-halls, cocktail lounges, a la carte menus, table d´hôte menus, brunch, refreshments

 

№1 Read and translate the text:

There are a lot of different eating and drinking places available for visitors at the hotel. They are luxurious restaurants, formal luxury restaurants, informal restaurants, coffee shops, snack bars, fast food restaurants, night clubs and bars. Not all the hotels have this range of catering facilities. The superdeluxe and deluxe hotels have a wide range of restaurants and bars of different types and cuisines. Some of them are open round the clock. All expensive hotels have a round-the-clock room service when food and drinks are served into a guest´s room. Other hotels may have one restaurant, one coffee shop and one bar.

At the head of the food and beverage department is the food and beverage manager. The food and beverage department includes a kitchen, a pantry, dining-halls, bars and cocktail lounges.

The food and beverage department serves individuals and small groups of customers. When it serves individuals it serves a la carte menus. When a restaurant serves groups it provides table d´hôte menus.

A hotel restaurant may prepare all kinds of meals. It may serve light meals such as a continental breakfast and full meals such as full English breakfast, lunch or dinner. It may also serve brunch that means late breakfast or early lunch.

The food and beverage department is in charge of room service too.

The catering department of the hotel deals with preparing and serving big parties. It also supplies food and drinks. It provides special catering personnel.

The catering department comes in when there is a banquet, a reception, a presentation, a convention or an exhibition. It serves refreshments during meetings, between seminars, at presentations. It arranges tea and coffee breaks.

The catering department handles all kinds of banquets: both public and private. Public banquets are company dinners, business receptions, press conferences or fashion shows. Some of the private banquets are wedding receptions, birthday parties or dinner dances. The catering department has got special function rooms with facilities to seat any number of guests and to arrange the tables in any order. Those may be banqueting rooms or banqueting suites.

№2 Answer the following questions:

1.     What kinds of eating and drinking places are there at the hotel?

2.     Which hotels have a wider range of eating and drinking places?

3.     What is a round-the-clock service?

4.     Who is at the head of the food and beverage department?

5.     What kinds of meals are served at the hotel restaurant?

6.     What is brunch?

7.     Which department is in charge of catering at the hotel?

8.     What kinds of parties does the catering department serve?

9.     What are public banquets?

10. What private parties does the catering department provide?

 

№3 Use the appropriate words from the list:

continental, breakfast, provides, hotels, beverage, round the clock, a pantry, expensive, a la carte, supplies, luxurious restaurants, table d´hôte menus,

1.     They are …, formal luxury restaurants, informal restaurants, coffee shops, snack bars, fast food restaurants, nightclubs and bars.

2.     Some of them are open … .

3.     All … hotels have a round-the-clock room service when food and drinks are served into a guest´s room.

4.     Other … may have one restaurant, one coffee shop and one bar.

5.     The food and beverage department includes a kitchen, …, dining-halls, bars and cocktail lounges.

6.     The food and … department serves individuals and small groups of customers.

7.     When it serves individuals it serves … menus.

8.     When a restaurant serves groups it provides … .

9.     It may serve light meals such as a … breakfast and full meals such as full English …, lunch or dinner.

10. It may also serve brunch that means late breakfast or early lunch.

11. It also … food and drinks.

12. It … special catering personnel.

 

№4 Translate the following sentences from Russian into English:

1.     В гостинице много разнообразных мест для гостей, где можно получить еду и напитки. Это шикарные рестораны, рестораны национальной кухни, обычные рестораны, кофейни, буфеты, бары быстрого обслуживания, ночные клубы и бары. Не все отели имеют такое разнообразие в обслуживании услугами питания.

2.     В пятизвездных и четырехзвездных отелях имеется широкий спектр ресторанов и баров различных типов и национальных кухонь.

3.     В дорогих отелях имеется круглосуточное обслуживание, когда еда и напитки могут подаваться в номера гостей круглосуточно.

4.     Иногда в отеле есть один ресторан, одна кофейня и один бар.

5.     Во главе отдела питания и напитков находится менеджер по питанию, который руководит работой кухни, кладовой, обеденных залов, баров и коктейль-баров.

6.     Отдел питания имеет дело с обслуживанием больших вечеров. Он также поставляет еду и напитки. Он обеспечивает специальный персонал по питанию.

 

№5 Read the polylogue and translate it

John: Shall we dinner in this restaurant? They serve good meals here and the prices are reasonable.

Fred: Well. Let´s go more quickly, please. I´m very hungry.

Waiter: What can I do for you?

J.: We´d like to have dinner. Are there any vacant seats in the corner?

W.: Yes. Take your seats at the table on your right. It is vacant. Here is the menu. Make your choice.

F.: What shall we have? A three-course dinner, I suppose.

J.: I´m thirsty. Let´s have a glass of mineral water first.

F.: I prefer iced tea. Waiter! A glass of mineral water and iced tea, please.

J.: What shall we have as a starter? As for me I´ll have fish salad.

F.: But I´ll have vegetable salad. Would you like any soup? I´ll have chickensoup and roast beef for the main course.

J.: I like your choice. I´d rather have the same.

W.: Have you made your choice yet?

F.: Yes. We´d like to begin with salads. One fish salad and one vegetable salad, please.

W.: What would you like to follow?

F.: Chicken soup and roast beef, please.

W.: Very good. What vegetables would you like?

J.: Oh, French fries, I think. What about you, Fred?

F.: Me too. Please, serve us as quickly as possible. We are in a hurry.

W.: Don´t worry. I´ll serve you in no time.

J.: Could you bring the bill straight away, please? We´d like to pay separately.

W.: Sure. $35, please.

J.: Here is your money. Keep the change.

F.: Do you accept traveler´s checks?

W.: Yes.

 

№6 Continue the conversation

1

John: Shall we have supper in this restaurant? They serve good meals here.

Alan: Well, I´m very hungry.

Waiter: What can I do for you?

J.: We´d like to have supper. Are there any vacant seats in the corner?

 

2

F.: What shall we order? A three-course dinner, I suppose.

J.: I leave the choice to you.

F.: What would you say to some salad, fish soup, roast beef and orange juice?

 

 

PROFESSIONS IN CATERING

VOCABULARY. LEARN THE WORDS.

a food and beverage manager, a specialist chef, a pastry chef, to peel, china, dishes, a napery, a storekeeper, a busboy, a bartender, a wine steward

 

№1 Read and translate the text:

All the hotels have a restaurant or a few restaurants. There are a lot of employees working in them.

The restaurant manager is in charge of the restaurant policy and operations. He decides on the image of the restaurant. He has to plan its business. The restaurant manager has to decide on purchases and sales. He hires the restaurant staff and provides their training. Often the restaurant manager has to decide on the type of cuisine and the types of menus.

At the head of the food and beverage department is the food and beverage manager. He manages the department and is in charge of the work of the chefs, the kitchen and the pantry.

The chef works in a restaurant or in the food and beverage department of the hotel. The kitchen supervisor is the head chef. He is in charge of specialist chefs, cooks and kitchen helpers.

A restaurant may have different specialist chefs in charge of different dishes. There is a soup chef, a sauce chef, a vegetable chef, a pastry chef and others.

The cooks do the actual cooking of meals. The chefs supervise them. The kitchen helpers wash, peel and cut up the vegetables, wash and cut the meat.

All the necessary things for serving guests such as china, dishes, glassware, napery, facilities for warming up the dishes are kept in the pantry. The pastry chef also dispatches food and beverages within the department.

The wine steward recommends and services wine to the guests. The main person in the wine-hall is the maitre d´hotel. He meets, greets and seats the customers.

Waiters and waitresses serve food to the customers. They take orders and bring food to the tables.

The busboy cleans the tables, pours water and brings rolls for the customers.

The duty of the bartender is to mix and pour alcoholic drinks for customers at the bar.

The caterer is at the head of the catering department. He provides different services from the restaurant. A caterer arranges and prepares parties, banquets and large group meals. He deals with large quantities of food and beverages. He manages the employees who serve conventions. Conventions use a lot of hotel facilities and catering services.

The good name of a restaurant or a hotel´s kitchen depends on the work of all the people in catering. The reputation of the hotel also depends on it.

 

№2 Answer the following questions:

1.     What are the duties of the restaurant manager?

2.     Who decides on the type of cuisine and the types of menus?

3.     Who hires the restaurant staff and provides their training?

4.     Who is in charge of the work of the chefs?

5.     Who manages the work of the specialist chefs?

6.     What kinds of specialist chefs work in the kitchen of the restaurant?

7.     What do the cooks do?

8.     Where are the dishes kept?

9.     Who is in charge of the pantry and what does she do?

10. Who recommends and serves wine to the guests?

11. Who is the main person in the dining-hall?

12. What do the waiters do?

13. What are the duties of the busboy?

14. Who mixes and pours alcoholic drinks?

15. What does the caterer do?

16. What does the success of the hotel depend on?

 

№3 Use the appropriate words from the list:

serve food, dishes, busboy, kitchen supervisor, the maitre d´hotel, pastry, in charge, purchases and sales, to the tables, actual cooking, cuisine, staff, supervise, wine, peel and cut up, seats,

1.     The restaurant manager has to decide on … .

2.     He hires the restaurant … and provides their training.

3.     Often the restaurant manager has to decide on the type of … and the types of menus.

4.     The … is the head chef.

5.     He is … of specialist chefs, cooks and kitchen helpers.

6.     A restaurant may have different specialist chefs in charge of different … .

7.     There is a soup chef, a sauce chef, a vegetable chef, a … chef and others.

8.     The cooks do the … of meals.

9.     The chefs … them.

10. The kitchen helpers wash, … the vegetables, wash and cut the meat.

11. The … steward recommends and services wine to the guests.

12. The main person in the wine-hall is … .

13. He meets, greets and … the customers.

14. Waiters and waitresses … to the customers.

15. They take orders and bring food … .

16. The … cleans the tables, pours water and brings rolls for the customers.

 

№4 Translate the following sentences from Russian into English:

1.     Менеджер ресторана отвечает за политику ресторана и его работу. Он занимается вопросами имиджа ресторана. Ему приходится планировать работу ресторана и решать вопросы закупок и продаж.

2.     Менеджеру ресторана часто приходится решать вопросы выбора кухни и меню.

3.     Менеджер отдела еды и напитков отвечает за работу шеф-поваров, кухни и кладовой.

4.     Пищу для ресторана готовят на самом деле повара. Шеф-повара руководят ими. Помощники по кухне моют, чистят и режут овощи, моют и режут мясо.

5.     Все необходимое для обслуживания гостей: фарфор, тарелки, рюмки, стаканы, салфетки, средства для мытья посуды, - хранятся в кладовой.

6.     Сомелье рекомендуют и подают гостям вино.

7.     Официанты и официантки подают гостям еду.

8.     Руководитель отдела питания организует и готовит вечера, банкеты и еду для большого количества гостей.

9.     Доброе имя ресторана или кухни зависит от работы всех сотрудников отдела питания.

 

№5 Read the polylogue and translate it

Fred: Hello! Do you have a table for two, please?

Waiter: Good evening! Certainly. Would you like to have a drink in the bar first and I´ll bring the menu.

John: What a good idea! What would you say, Fred?

Fred: I don´t mind.

John: (in the bar) What would you like?

Fred: As for me I´ll have scotch. And what about you, John?

John: I would rather have a glass of red wine.

Waiter: So, one scotch and a glass of red wine. Here is the menu.

Fred: What shall we have to start with? The prawn cocktail is very good, I suppose.

John: I´d rather have a bit of fish-jelly. What shall we have to follow?

Fred: Do you know what I´d like? Something typically Italian.

John: Well. There are seven sauces to have with the spaghetti. You can have spaghetti with mushrooms, chicken, beef and lobster sauce. I´ve made my choice and I recommend you to try spaghetti with lobster sauce.

Fred: Lobster sauce? All right, that sounds nice. I´ll try it.

John: We´ll have one prawn cocktail and one fish-jelly to start and spaghetti with lobster sauce to follow.

Waiter: Very good. And what would you like for desert?

John: What´s there for desert today?

Waiter: Ice-cream, fruit, pies. I´d recommend you to try apricot pie.

Fred: OK, two pieces of apricot pie.

Waiter: Any coffee, sir?

Fred: I´d rather have a cup of tea. And what about you, John?

John: I´ll have the same. May we have the bill, please?

Waiter: Sure. I´ll bring it immediately.

Fred: Look, John. If you don´t mind, I´ll pay.

John: No. This is on me. You can pay next time. I think there is a mistake in the bill. What does this amount for?

Waiter: Drinks are on the house. Service is included.

John: Oh, I see. Here you are, waiter. Keep the change.

Fred: We enjoyed, thank you.

 

№6 Continue the conversation

1

Waiter: Have you made your choice yet?

Fred: Yes. We´d like to begin with salads. One fish salad and one vegetable salad, please.

W.: What would you like to follow?

2

W.: What would you like for desert?

J.: What´s there for desert today?

W.: Ice-cream, fruit pies. I´d recommend you to try apple pie.

3

J.: May we have the bill, please?

W.: Sure. I´ll bring it immediately.

F.: Look, John. If you don´t mind, I´ll pay.

 

Использованная литература:

1.  Ишимцева К.В. Английский язык для индустрии гостеприимства: учебное пособие / К.В. Ишимцева, Е.Н. Мотинова, В.В. Темякова. – М.: Альфа М: ИНФРА М, 2015. – стр.7-13

2. http://www.wisegeek.com/what-is-the-hotel-industry.htm

3. https://www.ukessays.com/essays/tourism/perishable-service-characteristic-in-hospitality.php

4.  Туризм и гостеприимство: учебное пособие – сост. Варнаков С.В./Нижний Новгород: Нижегородский государственный лингвистический университет им. Н. А. Добролюбова, 2007. – 147 с.

 

 

 

 

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