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Dear students! Today well learn the way of working in reception: the duties of a receptionist, easy and difficult things in the work of a front office, the way of solving problems and so on.
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A)Answer the questions about the details the client wants to know in order to have weekend breaks in Barcelona and make your own questions you had to prepare for.
1. Where is the Condes de Barcelona located?
2. Where is the Meson Castila located?
3. What hotel rates are the Condes de Barcelona and the Meson Castila?
4. How far are they from the international airport?
5. Are the transfers included?
6. Is there any public transport?
7. How much does it cost to get from the airport to the hotel / to the city center?
8. What services and equipment are available?
9. What cuisine is served in the restaurant?
10. What time is the restaurant open?
11. Are there any offerings about sightseeing and places of interest?
12. What souvenirs would you offer to buy?
13. Are there any offerings about relaxing?
14. What hotel would you recommend for a family?
15. Is parking available?
b)Write a dictation. Listen to the words and word-combinations and translate them from English into Ukrainian:
a) available; b) parking space; c) sightseeing; d) mare sure; e) educational trip; f) phone language; g) make a reservation; h) accommodations; i) to be understood; j) to deal with clients.
c)Retell the dialogue Confirming a booking.
3. (Read and learn the following words and word-combinations):
| work placement | liaise [lieiz] | , (') | |
| confirm | to get used to | ||
| to deal with | occasion | ||
| to release | , | to arrange | |
| to wait for | lobby | , | |
| petty cash | petty |
4. . Read and translate the following dialogue about the work of a receptionist.
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A placement at the MANSION HOTEL
Trainee Fiona McGovan talks to Milli Patel about her recent work experience.
| Trainee: | Youve just finished working in a hotel, havent you? |
| Milli Patel: | Thats right. I was in a three-star hotel called the Mansion Hotel. |
| Trainee: | What kind of things did you have to do? |
| Milli Patel: | At the beginning I was on reception. I had to take bookings, confirm reservations and welcome the quests when they arrived. I also had to deal with the money side of things, take payments, check the petty cash, do the accounts, change currency, all the basic front office things, and of course, liaise with all the other departments. |
| Trainee: | What sort of things did find easy or particularly difficult? |
| Milli Patel: | It wasnt easy because there were so many things to do and I was on my feet all day long. At first, it wasnt easy to use the computer system but it didnt take too long to get used to. |
| Trainee: | Were there any problems you had to deal with? |
| Milli Patel: | Well, yes there was one occasion when a woman had made her booking months before and written to confirm. But when she arrived her room had been let out and so she was redirected to another hotel. |
| Trainee: | What happened to her booking? |
| Milli Patel: | Well, because she arrived after 6 p.m., thats when the rooms are released. Anyway, the next day she came back to see whether thered been any phone calls or faxes and shed also arranged to meet someone in the lobby. But in fact the person she was going to meet had been told to go to another hotel. And it wasnt even the one she was staying at but a different hotel altogether. |
| Trainee: | She must h.ave been really fed up |
| Milli Patel: | She was and she let us know. But the worst thing was when she came across someone from her company who was staying with us and who had checked in at half past nine. I think we lost a customer there! |
5. , , , . Read the interview with Fiona McGovan, a tourism student who has recently completed a work placement at a hotel, answer the questions.
Working in reception
1. Tick the things she had to do.
a) deal with money
b) take bookings
c) serve in the bar
d) organize seminars
e) communicate with other sections
2. What did she find particularly difficult?
a) using the computer system
b) the quantity of work
c) staff relationships
d) checking the accounts
3. Why was the guests room not waiting for her?
a) She hadnt made a booking.
b) She had arrived at the wrong hotel.
c) Her room had been given to a colleague.
d) Someone else had been given her room.
4. Why did the woman come back to the hotel?
a) Her room had been released.
b) She needed to collect her bags.
c) She was going to talk to someone
d) Shed received a phone call.
5. How did the woman react?
a) She was angry.
b) She complained to her colleague.
c) She insulted the staff.
d) She left without saying a word.
6. , - ? Which words in the text above mean the same as these?
a) handle
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b) small charge
c) foreign money
d) work closely with
e) accustomed to
f) given to another person
g) annoyed
h) met
7. . , . . Make these questions sound more polite using the word in brackets:
1. Whats your name? (tell)
2. Can you spell that? (Would)
3. What kind of room do you want? (could)
4. What time will you get here? (know)
5. How will you pay? (be)
6. Sign the visitors book, will you? (mind)
8. . ϳ , . Contrastive stress. Underline the two stressed words in each sentence.
1. Would you like brown bread or white?
2. Checking the petty cash is your responsibility not his.
3. He doesnt want to pay by cheque, he wants to pay in cash.
4. I didnt say they might be coming, I said they were.
5. They were supposed to deliver it yesterday not tomorrow.
6. Its not the first complaint theyve had and it wont be the last.
9. . (V) , . () , . Tick (V) the sentences which are grammatically correct. Put a cross (X) by the sentences that are wrong and correct them.
1. Mrs Roberts phoned and told that she wanted to extend her stay.
2. Could you tell me how long you intend to stay?
3. Mr Kent asked me to say you he would be late this evening.
4. Ill tell him what you said when he arrives.
5. The receptionist wanted us dont leave valuables in our rooms.
6. He asked you for fax him a copy of the invoice.
7. She suggested to phone him on his mobile.
8. He promised getting in touch as soon as possible.
10. : . , , , .
