Методические указания по английскому языку для III курса 3 часть "Экстраординарные и неожиданные ситуации гостей в месте проживания"

ДЕПАРТАМЕНТ ЛЕСНОГО ХОЗЯЙСТВА НИЖЕГОРОДСКОЙ ОБЛАСТИ

Государственное бюджетное профессиональное

образовательное учреждение Нижегородской области

«КРАСНОБАКОВСКИЙ ЛЕСНОЙ КОЛЛЕДЖ»

МЕТОДИЧЕСКИЕ УКАЗАНИЯ

по дисциплине «Иностранный язык

в профессиональной деятельности (Английский язык)»

для студентов III курса

тема «Экстраординарные и неожиданные ситуации гостей

в месте проживания»

для специальности 43.02.14 «Гостиничное дело»

РАССМОТРЕНО: на заседании предметно-цикловой комиссии общеобразовательных дисциплин ПРОТОКОЛ № от « » сентября 2020г. Председатель ПЦК ______

Разработали: преподаватели иностранного языка Воронина М.В., Булкина Т.А.

Красные Баки

2020 год

Lesson 1

№1. Study the information

Handling Guest’s Complaints

There will be inevitable times when guests have a problem about something and will complain about it.

Sometimes the guests’ complaints will be justified, such as being brought the wrong order in a restaurant or not getting the kind of room that was booked or being over charged for a service. Sometimes the complaints will be unreasonable, such as a guest demanding an up graded room at no extra cost or becoming anger over a short delay. Whether the problem or complaint is justified or not, it must be handled with dispatch and professionalism.

The kinds of problems and complaints that hotel employees are likely to encounter are as varied as the guests themselves. Look at a few of these examples.

№2. Write the Expressions Used for Handling Guest’s Complaints

Possible problems or complaints

Complaint: There are not enough towels in my room.

Response: I’ll have housekeeping deliver more towels to your room right away sir.

Complaint: The sink is leaking in the bathroom.

Response: Sorry for the inconvenience, maintenance will be by shorty to fix the problem.

Complaint: This tread mill doesn’t seem to be working properly.

Response: I’m sorry miss, why don’t you used that one over there.

Complaint: I seem to have misplaced my tennis racket. Has one been turned in?

Response: Not yet sir, but I’ll let you know if someone does. What is your room number?

Complaint: I specifically requested an ocean view, but the room I was given has a view of the pool.

Response: I’m sorry about the mix up sir, we’ll change your room immediately.

Complaint: This soup is not warm enough.

Response: I apologize for that ma’am. I’ll have the chef warm it up immediately.

Complaint: Why is our order taking so long?

Response: Well sir, you ordered the steak very well done and it takes a little longer.

№3. Read, translate and role-play the dialogue about Handling Complaint

Guest: When I first arrived I was assured that a bottle of Chivas Regis would always be in the mini-bar. Well I’m here now and the bottle isn’t. What kind of hotel are you running here anyway!

Staff: I sincerely apologize for the oversight sir. We have been exceedingly busy today because of the convention. I’ll have a complimentary bottle delivered immediately. Please accept it with our compliments.

Guest: Well, I should hope it would be complimentary. Thank you. Good bye.

Guest: This tea is sweetened, and I specifically wanted unsweetened tea.

Staff: I’m sorry ma’am. I’ll bring an unsweetened tea immediately. Please excuse the mistake.
Guest: No problem, things happen.

Staff: Here’s your tea ma’am. Let me know if I can be of further assistance. Enjoy the rest of your meal.

Guest: Thank you.

Guest: I had reserved a tennis court, but it has been taken over by someone else.
Staff: Yes sir, I understand. But we have a policy that if a party is more than 15 minutes late for a starting time, we schedule the courts for other waiting guests. I’m so sorry for the inconvenience. Would you like to reschedule?

Guest: I requested the eggs over hard, these are over easy.

Guest: Sorry about that sir, let me make you some more right away.

Guest: We ran out of toilet paper. Is it possible to get more?

Staff: Of course, ma’am. I’ll send more up immediately. Is there anything else you require?
Guest: Now that you mention it, could you also bring up a six pack of Heineken?
Staff: Yes ma’am, I’ll notify room service and have them send some to your room.
Guest: That would be great, thanks.

№4. Read the dialogues “Are we service-minded enough?” and match the solutions with the problems:

l

Guest: Reception, I requested a nonsmoking room, but this room really smells of smoke.

Reception: I'm very sorry. Your request should have been registered. I'll change your room immediately.

2

Guest: Excuse me, but my room hasn't been serviced. The bed hasn't been made and the bathroom hasn't been cleaned.

Reception: I'm very sorry. It should have been done this morning. I'll call the housekeeper straightaway.

3

Guest: Reception, there's still no hot water in our room. This should have been mended yesterday.

Reception: I'm very sorry. I'll call maintenance right away.

4

Guest: I didn't have a wake-up call this morning, but I asked for one for 6.30.

Reception: Room 152. Yes, you should have had a call. I'm very sorry, I'll look into it.

5

Guest: I asked for your overnight laundry service but my shirts haven't arrived back yet.

Reception: I'll chase up housekeeping right away, sir, to see what's happened to your shirts. They should have been ready before 8.00 a.m.

6

Guest: Excuse me, we still don't have any air-conditioning in our room. It hasn't been fixed yet. I told you about it yesterday.

Reception: I'm sorry, sir. This should have been dealt with. I'll send up a service engineer immediately.

Solutions:

a. chase up housekeeping

b. look into it

c. send up a service engineer

d. call maintenance

e. change your room

f. call the housekeeper

№5. Read again and complete sentences.

1. I ….. a non-smoking room.

2. Your request should ….. registered.

3. The bed hasn't been …..

4. This …. mended yesterday.

5. You should ….a call.

6. It ….. fixed yet.

№6. Look at these complaints. What should have been done?

Example: The phone doesn't work, (check) - It should have been checked.

1. The light bulb is broken, (replace)

2. Our bath is dirty, (clean)

3. The rubbish bin is full, (empty)

4. These glasses are dirty, (wash)

5. The TV isn't working, (mend)

6. Our taxi hasn't arrived, (order)

№7. Translate the sentences.

1. Where is the outlet (socket) for an electric shaver?

2. What is the voltage here?

3. Could you send a (an) chambermaid/ waiter/ bellboy/ plumber/ electrician, please?

4. Will you bring a towel/ pillow/ blanket?

5. There is no light in my room. –Don’t worry. I’ll see to it.

6. The air-conditioner/ventilator/radio/television in my room is out of order.

7. Please fix it/ have the heating adjusted/replace the bulb.

8. A bulb has burned out in my room.

9. The toilet in my room is stopped up.

10. The tap is leaking in my room.

11. I’ve got a complaint to make. – Don’t worry. I’ll sort it out.

Lesson 2

Лексико-грамматические упражнения

1. Раскройте скобки, употребляя глаголы в Present Continuous, Present Simple или в Future Simple.

1. When you (to get) up every day? - I (to get) up at seven o'clock.

2. My brother usually (not to get) up at seven o'clock. As a rule, he (to get) up at six o'clock, but tomorrow he (to get) up at seven o'clock.

3. Why she (to come) home so late tomorrow?

4. We (to go) to the country the day after tomorrow.

5. Our friends always (to go) to the country for the week-end.

6. Look! The kitten (to play) with its tail.

7. Your parents (to watch) TV now?

8. My sister (not to rest) now. She (to help) mother in the kitchen. She (to help) mother in the kitchen every day.

9. Where she (to go) tomorrow?

10. She (to go) to the country with us tomorrow?

11. They (to stay) at home tomorrow.

12 What you (to do) now? I (to see) that you (not to read).

13. When you (to finish) your homework? It (to be) very late, it (to be) time to go to bed. 14. How you usually (to spend) evenings?

15. What you (to do) in the country next summer?

16. They (not to drink) tea now. I (to think) they (to watch) TV.

17. What your father (to drink) in the evening?

2. Раскройте скобки, употребив глаголы в нужном времени:

A FRIGHTFUL NIGHT

One dark night a young man (go)_____ home from the railway station. It (be)______ very late and there (be)____ very few people in the streets. The young man (be)_____ very nervous because he (return, never)_____ home so late. Suddenly he (feel)_____ that somebody (follow)_______ him. The young man (think)______ that it (be)_____ a robber and (decide)_______ to walk as quickly as he (can) ______ . When he (look)______ back he (see)______ that the man (follow, still)_______ him. The young man (turn)_______ into another street. The man (turn)______ into that street too. Now the young man (be)____ quite sure that the man (be) a robber. The young man (turn)____ round and (ask)____ : "What (want, you)_____ ? Why (follow, you)______ me?" "I (go)______ to see Mr Brown," (say)_____ the man, "and the porter at the station (tell)_____ me: 'If you (follow)_____ this young man, you (find)_____ his house easily, he (live)______ next door to Mr Brown.'"

3. Вставьте предлоги on, in или into.

1. Where is the book? – It is ... the table.

2. Where is the tea? — It is ... the cup.

3. Put the plates ... the table.

4. Put the book ... the bag.

5. There is a beautiful picture ... the wall.

6. He went ... the room.

7. I like to sit ... the sofa ... my room.

8. Mother is cooking dinner ... the kitchen.

9. She went ... the room and sat down ... the sofa.

10. There are many people ... the park today.

11. There is a girl standing ... the bridge. Why is she crying? - She has dropped her doll ... the water.

12. There is no tea ... my cup.

13. Pour some tea ... my cup.

14. Put these flowers ... the window-sill.

15. I saw many people ... the platform waiting for the train.

16. We went ... the garden and sat down ... a bench.

17. The teacher hung a picture ... the blackboard.

18. I opened the door and went ... the classroom.

19. The teacher was writing some words ... the blackboard.

20. The pupils were writing these words ... their exercise-books.

4. Who calls the receptionist? Write the room number. Write the Expressions for Handling Guest’s Complaints

1	2	3	4	5
6	7	8	9	10

1) Hi! This is room number ____. The toilet is out of order. Can you send someone to look at it please?

2) Hello! This is room number ____. My TV is broken. Can you send someone to fix it?

3) Hello! I’m calling from room _____. The lights went off. Do you mind sending someone to fix them?

4) Hi! This is room number _______. I haven’t got any hot water! Could someone come to have a look at it?

5) Hello! I’m calling from room _______. There is a big leak from the ceiling. Do you mind sending someone to fix it?

6) Hello! I am in room _______and there is no towel in the bathroom. Do you mind bringing a towel up to my room?

7) Good evening! I’m staying in room _______. I can’t open the door. Can someone come to help me, please?

8) Hi! This is room number _______. My room hasn’t been cleaned. Please send someone to clean it.

9) Hello! I’m in room _______. I think the heating is not working and it’s very cold. Could you send someone to have a look at it?

10) Hello! I’m from room _______. The people next door have really loud music. Could you ask them to turn it down?

5. Read the following conversations. What action is the hotel employee going to take to sour out the problem?

1.

A: It’s disgusting, the sheet’s stained.

B: I’m terribly sorry about that. I’ll have a clean one brought to your room.

2.

A: It’s awful. The curtain in the bathroom is torn.

B: I’m sorry. I’ll get a new one fitted.

3.

A: The faucet is dripping, I can’t turn it off.

B: OK, I’ll have it looked at by a plumber.

4.

A: The wastepaper basket is full.

B: The Housekeeper will be up to replace it.

5.

A: Can you send someone, please? The bulb in my bedside lamp has burnt out.

B: The Housekeeper will be up to replace it.

6.

A: Can you help me, please? I’d like to make some telephone calls, but there’s no telephone directory in this room.

B: OK. The bellboy will bring it to your room immediately.

7.

A: Can you send a chambermaid to room 303? The bed sheets haven’t been changed.

B: I’m very sorry. The chambermaid should have done it before. I’ll tell the Housekeeper to come up and change them.

8.

A: This is Room 450. I’m very dissatisfied with the room. The bathroom is in terrible condition. The shower is out of order. No water comes out of it. That’s not all. There are no toiletries in the bathroom.

B: I do apologize. There must be a misunderstanding. I’ll call the Housekeeping and they’ll attend to it right away.

9.

A: My name is Mr. Brown. There’s a booking in my name, a single room for three nights.

B: I’m awfully sorry, but we’ve let the room to someone else, and there are no others available. You should have checked in before six this evening. It’s nearly ten now. There’s a six p.m. release on all our rooms. It was in the letter of confirmation.

10.

A: This is Mrs. Smith from 505. Someone has stolen some of my valuables – two rings and a gold watch. The door was locked. I think it can be only one of your staff.

B: First of all we’ll have your room looked through in case they are still there. But I must say that we can’t be held responsible for the valuables which are not deposited. It says so on the key card.

6. Read the dialogues below and note down the guests’ problems in the table. Complete the responses given by the hotel staff member.

	Guests’ problems	Responses
1
2
3

Lesson 3

Медицинские услуги

1. Read the dialogue “Emergency first aid needed”

Porter: Anna, one of the guests has just fallen over and cut his head badly. It’s Mr. Schmidt from room 397.

Anna: Right. I’ll get the first aid equipment and come straight up. Don’t move him. We should call ambulance.

Porter: Yes. I’ve just called one.

Anna: Here, Mr. Schmidt. You shouldn’t move. Drink some water. I think you fainted in the heat. It’s very hot today. Have you eaten anything today?

Mr. Schmidt: No, no. I haven’t had lunch yet. I didn’t feel well this morning.

Anna: How are you feeling now? Are you in pain?

Mr. Schmidt: I feel better now but my head …

Anna: You should see a doctor so we’ve called an ambulance. They’ll be here soon.

Mr. Schmidt: Oh … yes. Thank you. Thank you.

Anna: You’ve cut your head so I’ll put a plaster on it to stop the bleeding …

2. Are the sentences true or false?

1. Mr. Schmidt has a stomach ache.

2. The porter has called an ambulance.

3. Anna gives Mr. Schmidt a drink of water.

4. Mr. Schmidt ate too much for breakfast.

5. Anna thinks Mr. Schmidt should see a doctor.

6. Mr. Schmidt has cut his hand.

3. Read the dialogue again and complete these sentences.

1. One of the guests …… over.

2. ……. move him.

3. I ……. lunch yet.

4. You … see a doctor.

5. So …… an ambulance.

6. You’ve ….. your head.

4. Match the sentences with the pictures

5. Complete the sentences with the Present Perfect tense of the verbs in rackets. Use short forms if appropriate.

6. Underlined the correct form of the verb.

7. Match sentences 1-8 with advice in a-h

8. Put the sentences in the dialogue in the correct order

Lesson 4

Грамматические упражнения

1. Complete the sentences with the correct form of the verb:

1. The floor in room 452 ….(hasn’t been cleaned)

a. isn’t clean b. hasn’t cleaned c. hasn’t been cleaned

2. The bed ……………..

a. isn’t done b. hasn’t been made c. aren’t made

3. The towels ……….

a. haven’t been change b. haven’t changed c. aren’t changed

4. Room 261’s shirts …. yet from the laundry.

a. hasn’t arrived back b. haven’t arrived back c. aren’t arrived back

5. The shower …….

a. haven’t been fixed b. aren’t fixed c. hasn’t been fixed

6. The bedside lamp bulbs ………

a. hasn’t replaced b. haven’t been replaced c. hasn’t been replaced

7. The air-conditioning in room 306 ….

a. hasn’t been fixed b. hasn’t fixed c. haven’t fixed

8. The waste bin ……..

a. isn’t emptied b. hasn’t emptied c. haven’t been empty

2. Rewrite the sentences in the Passive

1. The room attendant should have cleaned the room. - The room should have been cleaned by the room attendant.

2. The porter should have taken up the luggage. –

3. The receptionist should have passed on the message. –

4. The laundry should have sent back the shirts. –

5. Maintenance should have fixed the shower.

6. Housekeeping should have replaced the toiletries. –

7. The service engineer should have repaired the TV. –

8. Reception should have given him non-smoking room. –

3. Выберите правильную форму глагола

1. I usually come/comes to the office at 9.00.

2. They often go/goes out for lunch.

3. John start/starts work at 10 and finish/finishes at 6.

4. I work/works for a trade company.

5. You go/goes on business to different countries.

6. Our managers often meet/meets customers.

7. Mr. Brown phone/phones our business partners.

4. Задайте специальные вопросы к выделенным словам.

1. The secretary is in the office.

2. We discuss business matters at the talks.

3. He is a manager.

4. I work for this company.

5. They are from Great Britain.

6. We come to the office at 10 o clock.

7. I receive mail every day

8. We have partners in Poland.

5. Раскройте скобки, употребляя глаголы в Present Simple или Present Continuous.

1. Where is Mr. Green? He (have) talks with the customers.

2. We (sell) goods to different countries.

3. Hurry up! The manager (wait) for us.

4. Please be quiet! The managers (the check) the orders.

5. This company (buy) goods from foreign companies.

6. I can speak to you now. I (work) on the computer.

7. What you (do) tonight? I (go) to the restaurant.

8. Now I (know) what to offer the clients.

9. Sarah never (forget) customers’ names.

6. Образуйте отрицательные предложения и общие вопросы в Past Simple:

1. I sent an offer to the client yesterday.

2. We found the price too high.

3. They signed a contract week the other day.

4. She met with consultants from the firm 2 days ago.

5. They discussed business matters during the talks.

7. Образуйте специальные вопросы в Past Simple:

1. Our partners invited us to the restaurant last night. (when?)

2. Tom arrived at work late yesterday. (where?)

3. Last month he went to Britain on business. (when?)

4 They discussed the price. (what?)

5. He often went to the beach last year. (where?)

Lesson 5

Жалобы гостей

1. Read the posts from an Internet comment board, and then choose the correct answers.

For Travelers, by Travelers

Your Guide to Hotels

The Royal Point Hotel: Travelers’ Reviews

JourrneyMan449

We had only one problem in the room: the air conditioning gave out on our second day; it didn’t ever turn on. However, maintenance solved the problem quickly.

LovesToFly1234

This is a beautiful hotel. Too bad I had so many problems with the bathroom! The toilet clogged on two occasions (once when our two-year-old flushed a foreign object down it). The water overflowed into the bedroom. Also, there was no hot water in the shower, so I had to take cold showers. The good thing is that the front desk upgraded me to a suite because of these problems.

Worldtrekker88

I arrived at the hotel after an 18-hour flight. All I wanted to do was sleep, but when I arrived in my room, I noticed tiny black specks all over the bed sheets. They were bedbugs! I let reception know and they promptly moved me to another room. The rest of our stay was smooth sailing.

TravelKing987

The only problem was that remote control for the TV didn’t change channels. I realized the batteries were running low. I called the front desk and they sent some new ones up in ten minutes!

1. What is the passage mostly about?

A. the pros and cons of international travel

В. problems that guests had at the hotel

С. why guests chose to stay at the hotel

D. where the best rooms in the hotel are located

2. What can you infer about the hotel reviewers?

A. They did not enjoy their stay.

В. They are business travelers.

С. They felt that the hotel staff fixed problems quickly.

D. They would not stay at the hotel in the future.

3. What is NOT true about the Royal Point Hotel?

A. It has workers that fix electrical problems.

В. It relocates guests when problems arise.

С. It has television sets in the guest rooms.

D. It offers free upgrades to all guests that have a problem.

2. Choose the correct word or phrase to complete each sentence.

1. Julie doesn't (give out / turn on) the lights during the day to save energy.

2. Max increases the television volume with the (remote control / battery).

3. The sheets were washed in hot water to kill the (foreign objects / bedbugs).

4. The toilet will (clog / flush) if guests put paper towels in it.

5. A remote control needs (foreign objects / batteries) in order to work.

6. The waiter poured too much water in the glass and it (flushed / overflowed) onto the table.

3. Put a check + if the sentence uses the underlined part correctly.

1. _ We turn on the air conditioning when it is hot outside.

2. _ A maintenance worker helped the guest check into the hotel.

3. _ Barry does not put foreign objects like food wrappers in the toilet.

4. _ Jessica flushes the sink to remove all of the dirt from its surface.

5. _ Rudy's TV gave out and he watched it all evening.

6 _ Helen waits for warm water so she doesn't have to take a cold shower.

4. Read a conversation between a guest and a front desk clerk. Then answer the questions.

Front Desk Clerk (W): You've reached the front desk. This is Lorraine speaking.

Guest (M): Hello, this is Mr. Park. I'm in room 586.

Front Desk Clerk: What can I assist you with, Mr. Park?

Guest: I'm having a bit of, urn, a problem.

Front Desk Clerk: Can you tell me what the problem is?

Guest: Well, the toilet in my room is overflowing.

Front Desk Clerk: I'm sorry to hear that. I'll alert housekeeping right away.

Guest: Great!

Front Desk Clerk: You said that you're in room 586, right?

Guest: That's right. Excuse me, but how long will the housekeepers be?

Front Desk Clerk: Approximately fifteen minutes.

Guest: What are we supposed to do until they arrive?

Front Desk Clerk: Actually, you don't have to do anything. But I will need to move you to another room.

Guest: OK. I think that's probably best.

Front Desk Clerk: I have another double room on the fourth floor.

Guest: That sounds fine. I'll go down to the front desk and pick up the key right now.

1. What are the speakers mostly talking about?

A. contacting the housekeeping department

В. what to do if something in the guest's room breaks

С. how the guest can repair the toilet

D. solving a guest's problem

2. What is true about the housekeeping staff?

A. They can arrange room moves.

В. They clean overflows in fifteen minutes.

С. They will arrive to the man's room in a quarter of an hour.

D. They deliver keys to hotel guests.

5. Fill in the blanks.

Desk Clerk: You've reached the 1 ________ ______. This is Lorraine speaking.

Guest: Hello, this is Mr. Park. I'm in room 586.

Desk Clerk: What can I 2 _________________ Mr. Park?

Guest: I'm having a bit of, urn, a problem.

Desk Clerk: Can you tell me what the problem is?

Guest: Well, the toilet in my room is 3 _____________

Desk Clerk: I'm sorry to hear that. I'll alert 4 ___________ right away.

Guest: Great!

Desk Clerk: You said that you're in room 586, right?

Guest: That's right. Excuse me, but 5 ________________ the housekeepers be?

Desk Clerk: Approximately fifteen minutes.

Guest: What are we 6 ______________ until they arrive?

Desk Clerk: Actually, you don't have to do anything. But I will need to move you to another room.

Guest: OK. I think that's probably best.

Desk Clerk: I have another 7 _________ on the fourth floor.

Guest: That sounds fine. I'll go down to the front desk and pick up the key right now.

Lesson 6

Грамматические упражнения

1. Complete the sentences with prepositions.

1. I’d like to check ________ now. My room is 156.

2. Can I pay ________ credit card?

3. What is your place ________ birth?

4. Your card expired __________ the beginning ___________ June.

5. Can you explain some items ________ my bill.

6. It’s the charge _______ a long distance call.

7. I’ll write ________ a slip ________ you and give you a receipt.

8. Will you sign this ________ the bottom, please.

9. Here’s the key ________ your room.

2. Complete the sentences. Use the words in brackets.

1. We are having the house painted (the house/ paint) at the moment

Did you have your house painted (you/ your house/ paint) last week?

2. Your hair is too long. I think you should (it/cut).

3. How often _____________ (you/ your car/ service)?

4. ________ (you/ your newspaper/ bring) or do you go to the shop yourself to buy it?

5. A: What are those workmen doing in the garden?

B: Oh, I ____________ (a swimming pool/ build).

6. Your coat was dirty yesterday. Now it’s clean. (you/ your coat/ clean) yet?

3. Put the verbs in brackets in the correct past form.

Holiday Trouble

I remember the first time I (1) ……. (go) on holiday. I (2) …………..(just/leave) school. I (3) …….. (study) very hard for my final exams and I (4) …… (feel) that I (5) ……. (need) to get away. A friend of mine (6) ………. (want) to go away as well, so we (7) …….. (decide) to look at some brochures at a travel agent’s . We (8) ……… (look) for about an hour when my friend 9) …….. (find) the perfect holiday – two weeks in Cuba. We (10) ………. (be) very excited about it. Finally, the day of our holiday (11) ……….. (arrive). We (12) …….. (just/leave) the house when the phone (13) ………. (ring). I (14) …………. (run) back into the house but the phone (15) ……… (stop) by the time I (16) ……….. (reach) it. When we (17) …………. (get) to the airport, we (18) ……. (check) in and (19) ……….. (go) to the cafeteria. While we (20) ………. (have) our coffee, the airline (21) ……… (make) an announcement. Our flight (22)……. (delay) for eight hours. It was then that I (23) …………. (realize) what the phone call (24) ………. (be) about.

4. Give the responses:

I didn't have a wake-up call this morning, but I asked for one for 6.30. - Yes, you should have had a call. I'm very sorry, I'll look into it.

1. There are not enough towels in my room. -

2. The sink is leaking in the bathroom. -

3. This tread mill doesn’t seem to be working properly. -

4. I seem to have misplaced my tennis racket. Has one been turned in? -

5. I specifically requested an ocean view, but the room I was given has a view of the pool.-

6. This soup is not warm enough. -

7. Why is our order taking so long? –

5. Make up the dialogues:

1)

Guest	Receptionist
You are staying in room 301. You lost your room key. You don’t know where you lost it. You looked for it by the swimming pool and at the restaurant. The staff will ask you to move to a new room.	You work for the hotel. A customer has lost their key. The customer looked by the swimming pool and at the restaurant. Tell the customer that you will look for the room key. Tell the customer that they can move to a new room.

2)

Guest	Receptionist
You are staying in room 205. The person in room 204 is having a noisy party. You can’t sleep well. You have a busy day tomorrow. You decide to complain to the staff.	You work for the hotel. A customer can’t sleep, because the person in room 204 is having a noisy party. The customer is very angry he will have a busy day tomorrow. Tell him to relax because you will decide the problem

3)

Guest	Receptionist
You are staying in room 515. After sightseeing, you come back to your room but your Rolex watch is missing. You go to the front desk to report your watch missing. You think the cleaning staff stole your watch.	The customer in room 515 is upset. They report that someone stole their Rolex watch. They think that the hotel cleaning staff took the watch. Tell them that the cleaning staffs are very professional. Tell them that you will ask the cleaning staff about it. Ask the customer to write an official report.

Lesson 7

Лексические упражнения

1. Read the dialogue

2. Answer the questions:

Why is Mr.Smith angry?

Why did Ms.Shishima ask Mr.Jones to step into the office?

3. Write true or false. Correct the false.

4. Read the page from an employee handbook, and then complete the summary with words from the word bank.

tell solve problem effective

It is important for people working in the hospitality industry to understand complaints and handle them in a(n) _____ way. Find out what the _____ is calmly and politely. Think of the best way to ____ the problem and _____ the guest that you are there to help.

5. Match the words and phrases (1-6) with the definitions (A-F).

1. professional	a) impolite or unfriendly speech
2. abusive language	b) a way of solving a problem
3. cigarette smoke	c) produced by a burning substance
4. solution	d) relating to work that needs special training
5. resolve	e) to settle a problem
6. locked out	f) not able to enter a room or building

6. Match the words with the blanks.

1. noisy / rude

A) The server's _________ behavior hurt Sara's feelings.

В) It’s too __________ in the restaurant to have a conversation.

2. assure / complain

A) Many guests _______ that the smoke makes them feel sick.

В) The hosts __________ diners that the cafe is very good.

3. neighbor / inconvenience

A) The Garcias think that their new ________ is very helpful and friendly.

В) An accident can be a major _______ to someone.

Lesson 8

Жалобы гостей

1. Read the text «Are You Expert Enough to Solve Your Hotel Guest Complaints? »

There is a certain amount of expertise required when handling customer complaints in a hotel. Most of the time, the complaint comes to the hotel receptionist, who should have the skill and knowledge to handle it effectively.

It is not necessary a complaint does always have to be voiced, It can also be unvoiced. Hence, hotel staff should be able to address both types of complaints. It is important to remember that the hotel exists because of the guests only and if guests no longer stay at the hotel due to dissatisfaction then there will be no hotel. A part of the front office’s responsibility is to serve the customer well and this is evident in the way they handle problem.

Here are some tips that will teach you how to handle customer complaints at your hotel effectively and ensure customer satisfaction.

Allow the Customer to Speak

It is important that you give a patient ear to the customer while he is complaining and do not make an effort to interrupt. The customer is already angry and the interruption will cause his or her temper to flare even further. Allow the customer to describe, in detail, the reason for their unhappiness with the hotel or its service. The customer may yell and shout, but the front office staff should never take it personally. Instead the staff should concentrate on resolving the issue. While you can ask questions to understand the reasons better, it is important that you let the customer speak out his mind. Ask open-ended questions if you are not clear about the issue and this will show the customer you are genuinely interested in understanding their problem and resolving it. It will help the customer calm down and speak more coherently. As a receptionist, you should be aware of the difference between a genuine problem that requires solving and a situation where the customer is venting his frustration. So, listen to the complaint carefully to find out what is really troubling the customer.

Your Guests are the Best Advertisement of your Hotel

Hotels should never forget that the best way to advertise their service is through a satisfied customer. If a customer is dissatisfied, he will give negative feedback and bad reviews about the hotel and its services. This will have far-reaching consequences, as many customers now use online sites to provide feedback about hotels. Other potential guests read this and use it to base their decisions on whether to use the hotel or not. On the other hand, if a customer leaves the hotel satisfied, not only will he give positive feedback, he will return with friends and family the next time he is in town.

Respect the Guests whatever they be

Regardless of the customer’s race, language, appearance or culture, he or she should be treated with respect and made to feel valued and special. This should be throughout all departments of the hotel. When you respect your customers, you will make an effort to meet their needs, leading them to be satisfied.

Handle the Complaints Smoothly

When dealing with an irate customer face-to-face or over the phone, it is important to be professional and courteous. Using a polite tone and demeanor will let you show the customer that you are making an effort to understand the situation and can help in defusing it. You should not show your nervousness, as this creates an impression of uncertainty and adds fuel to the fire. By being calm and confident, you will have a more positive effect. The fact that a customer approaches you should be an indication that he believes you will be able to help and resolve his problem. Also, handle the complaint positively. See it as an opportunity to improve customer service rather than taking it personally. Give your customers alternatives and suggestions if a particular service is not available. Try to convince the customer that you have made a note of their suggestions and show your appreciation by telling them that you will ask management to implement them as soon as possible.

Put yourself in your Customer’s Position

If you look at the situation or problem from the customer’s perspective, you will be able to better understand their frustration and/or anger. Even if you are not wrong or not part of the problem, it is important you issue an apology to the customer. The apology should be issued even if the customer is angry and yelling at the top of his lungs. Empathizing with the customer is a good way to handle customer complaints as it shows them that you understand what they are going through. It will help defuse the situation.

Take Responsibility to Resolve your Customer’s Problem

As much as possible, you should try to resolve the customer’s problem. Remember, the customer has come to you with the hope that you can help them out. This is the time to show them that you are willing to aid them. Unless the situation is something you cannot resolve or address, avoid transferring the problem to another person but, if you do have to take the complaint to someone else then, stay on the call until the other person answers, first introduce the caller and transition the situation then after make sure that person understands the problem very clearly and is now full of aware the customer’s name and problem. Never blindly transfer an angry caller, if the call is forwarded to a voicemail box or gets disconnected, the customer will be more angry when they call back.

Ask the Customer for an Appropriate Solution

Many times asking the customer to suggest an appropriate solution can go a long way in diffusing the situation. Also, if the solution is reasonable and you have the authority, you can immediately act upon it. If you do not have the authority, explain this to the customer and give him a time frame within which his problem will be resolved. If the customer gives an unreasonable solution, be calm and explain why the hotel cannot use it. Then give the customer an alternative to calm him down. It is important that you first apologize and then take action to resolve the customer’s problem. This transition should be seamless. Immediately after apologizing for the inconvenience caused, you should inform the customer of steps you will take to address his complaint and how long it will take. This is only possible if you listen to the customer’s complaint and understand it completely.

Follow Up the Problems with Customers

Once a customer’s problem has been resolved, it is important that you follow up with him or her to find out whether he is happy with the solution. This will allow you to confirm that the problem has really been resolved and that the customer is now happy with the services of the hotel. A follow up also makes the customer feel special and this can make a huge difference in the overall impression that the customer has about the hotel. A follow up can build customer loyalty and pave the way to repeat business.

The Bottom Line

The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.

Lesson 9

Грамматические упражнения

1. Make up tail-questions:

MODELS:

1) There is a resort in their destination.

There is a resort in their destination, isn't there?

2) There isn't any resort in their destination.

There isn't any resort in their destination, is there?

1. There is a booking agent in the office.

2. There are sales outlets in big department stores.

3. There isn't any receipt on your desk.

4. There aren't any visitors in the office.

5. There are no new booklets on the racks.

6. There is no guide in the coach.

7. There is a timetable in the airport terminal.

8. There are new cruising tours in the travelogue.

9. There isn't any leisure centre here.

10. There are a lot of competitors in the market.

I 1. There are no ferries early in the morning.

12. There isn't any part-time agent in our office in high season.

2. Transform the sentences using the modal verb MAY and translate them into Russian (в значении предположения с оттенком неуверенности= «возможно, может быть»)

MODEL;

1) Perhaps the hotel manager is at the reception desk now. - The hotel manager may be at the reception desk now. Возможно, менеджер гостиницы сейчас за стойкой службы приема.

2) Perhaps he will be back soon. - He may be back soon. Возможно, OH скоро вернется.

1. Perhaps the maitre d'hotel is in the dining-room.

2. Perhaps the receptionist will take the message.

3. Perhaps the guest doesn't want to leave the key with the concierge.

4. Perhaps my fellow-students will not choose «Hospitality Management» as their major.

5. Perhaps the hostess will greet the new guests at the entrance.

6. Perhaps you know our managing director.

7. Perhaps the guests will like our food and beverages.

3. Make each statement a question by adding hasn’t it? or isn’t it?

1. It’s a double room, _____

2. It’s got a bath, _____

3. My booking is for three nights, _____

4. My room’s on the ground floor, _____

5. The room’s got a mini bar, ____

6. The suite’s got two rooms, ____

7. The penthouse’s on the top floor, ____

4. Make the sentences negative

Example: The cases are still in the lobby, (bring)

The cases haven't been broughtto my room.

1. The mini-bar is empty, (fill up)

2. The TV doesn't work, (repair)

3. The lamp has burnt out. (change)

4. The wine is corked, (open)

5. The shoes are dirty, (clean)

6. The waste-paper basket is full, (empty)

7. There are no clean towels, (give)

8. The carpet is dirty, (vacuum)

5. Translate the dialogues.

1) — Я звонил вам три раза, но завтрак так и не принесли.

— Простите, я поговорю с официантом немедленно.

2) — В моей комнате разбито окно!

— Я пришлю кого-нибудь сейчас же.

3) — Ковер в моей комнате ужасно грязный.

— Я попрошу горничную пропылесосить.

4) — Я не могу открыть шкаф.

— Я пришлю кого-нибудь помочь вам немедленно.

5) — У меня в номере нет горячей воды!

— Инженер будет у вас через пару минут

6. Self-check:

1. What are the most common hotel complaints about?

2. What are the rules of handling guests’ complaints?

3. Who usually has the responsibility/authority to deal with the complaint?

4. What shouldn’t hotel employees say when dealing with guests’ complaints?

5. How should employees listen to the guests’ complaints?

6. What should the employees explain to the guests?

7. Look at this list of things that customers complain about. Which three things annoy you the most as a customer? Compare your answers with a partner

a) being put on hold when you call somebody

b) getting an engaged signal when trying to call

c) being transferred many times when you call

d) unhelpful staff

e) salespeople with little or no knowledge of their products and services

f) not enough staff to help customers

g) receiving too much junk mail or advertising

h) getting complicated. unclear explanations

i) not getting quick answers to emails.

Lesson 10

Лексические упражнения

1. Complete the sentences with words and phrases from the word bank.

feel at home ironing board luxury dining room desk living room

1. Kate pays extra to stay in a _____ hotel because she enjoys the extra services there.

2. The clean rooms and comfortable beds make guests ______ at the hotel.

3. The hotels ask that guests only eat at the table in the ______, not on the sofa or bed.

4. I sit at the ________to write postcards.

5. Use the _____ when you get the wrinkles out of your clothes.

6. Sara sits on the sofa and watches television in the ______.

2. Fill in the blanks with the correct words:

exclusive, early check-in, complimentary, partner, repeat customer, access.

1. Ms. Clark travels frequently and is a _______ at the hotel.

2. Only very important people are allowed in this _____ restaurant.

3. She didn't have to pay for the meal because it was _______

4. Guests earn points by flying with the hotel's ______ airline.

5. This key card gives guests ______ to all the hotel entrances.

6. Greg arranged a(n) ______ at his hotel because his flight arrived at 7 in the morning.

3. Translate from English into Russian:

1. Hotel guests wish bellmen to run errands for them.

2. When hotel guests arrive, they want someone to check them in.

3. I would like you to sign your registration card.

4. We'd like your bellman to page our customer.

5. When guests stay at the hotel, they expect the maids to change their bed and bath linen.

6. Room clerks always ask the hotel guests to sign in the register or to fill in a registration card.

7. The hotel manager relies on his front desk employees to provide brief and convenient guest service.

8. I count on you to help me with the luggage.

9. The guide waited for the tourists to arrive.

10. When the receptionist sees a guest arrive, she must greet him and assign a room.

11. The assistant manager heard the guest complain.

12. The customer watched the room clerk check up his booking.

4. Ask questions to the answers.

1. My family name is Brown.

2. I come from the USA.

3. My passport was issued in . . .

4. I am going to Paris after this.

5. Your room number is 259.

6. I've been staying here for 5 nights.

7. We take all credit cards.

8. I'm afraid we don't accept cheques.

9. It's the charge for a long distance call.

5. Read the dialogue and answer the questions

1) Why did Marie decide to call Security?

2) What would Security do?

3) Do you think Marie and Paul were polite to the guests? Explain.

6. Complete the sentences with the words given above

expires check in fill in birth to issue sign key destination bellboy

lobby check out laundry long-distance

1. Can you help me to ___________ this form?

2. The receptionist has been _______ people _________since the morning.

3. Where was your passport ______________ ?

4. Could you write your place of _______________ here?

5. What’s your next ____________ ?

6. Where are you going after this?

7. Will you __________ this at the bottom, thank you.

8. Here is the __________ to your room. The _______ will take your luggage.

9. I’d like to __________ now, please. Room 536.

10. Where is the front desk? – In the _____.

11. I’d like to make a _______________ call.

12. There is a __________ service in our hotel.

13. I’m afraid your credit card _____________ at the beginning of this month.

7.