Материалы для студентов

№ п/п

Задания по самостоятельной работе студентов

Форма и методы контроля самостоятельной работы

1

Преимущества и недостатки работы в гостинице.

Время выполнения — 2 часа

Прочитайте текст, переведите его, затем составьте план пересказа. Перескажите текст, используя выделенную лексику.

What is hospitality industry? Why is it becoming an important in the economic sector around the world?

The dictionary definition of hospitality is the friendly reception. The hospitality industry consists of businesses and institutions involving food and beverage, tourism and all kinds of lodging establishments. The friendly reception and treatment of guests is the responsibility of the people who work in the hospitality industry.

According to statistics, Lodging is the seventh largest industry in the United States of America and food and beverage service is the fourth largest. Twenty-three cents of every dollar spent by a U.S. traveler are spent in a hotel and twenty-one cents are spent in a food and beverage establishment. This shows the importance of hospitality industry to a country’s economy.

 Since we all know that there are very good opportunities and bright future working in the hospitality industry, but what are the advantages and disadvantages of working in the hospitality industry?

 Servicing in the hospitality industry is subjected to personal interest. To people who are interested in social skills and interpersonal communication skills, they may find hospitality industry an interesting career field. This may be of an advantage or a disadvantage as not all people are born with fluency in interpersonal communication skills.

 A career in the hospitality industry can provide one with responsibility, advancement, diversity and personal satisfaction. A career in the hospitality requires a great deal of responsibility. Advancement in hospitality industry is so when opportunities are provided for employees to be promoted to a higher post in the industry.

Each day, employees of the hospitality industry face people who come from different part of the world; this proves the diversity of the hospitality industry. Other than that, people who are interested and have acquired skills such as interpersonal communication skills, they might achieve personal satisfaction working in this industry.

The hospitality industry is full of opportunities for great advancement provided one puts in a great deal of hard work. Hospitality industry can be divided into so many fields and branches.

In hospitality industry, there are countless job opportunities offered to employees. From waiter at a restaurant to Chief Executive Officer (CEO) at large hotels.  The hospitality industries nowadays are facing a serious problem on the lacking of human resources. More and more employees are needed in the hospitality industry. If one were to graduate with a degree in hospitality management subject, he or she will never have to worry about not getting a good job with good pay.

However, working in the hospitality industry brings some disadvantages too. Hospitality industry is known for its extended, odd and uncertain hours of operation. Most hospitality premises have to operate 24 hours per day, if any colleagues are on leave, others might have to extend their working time or work load in order to compensate the efficiency of work. For instance, ski or water sports resorts operate seasonally based on weather conditions. Some restaurants operate only during breakfast or lunch hours. Employees working under these sectors of the hospitality management have to cope themselves with the irregular working time. However, employees are human too; they need adequate rest time in order to maintain high work efficiency. There are cases where employees work over time just to compensate the work load of absent workers, they fell sick or ill.

Устное монологическое высказывание

2

Структура делового письма.

Время выполнения — 2 часа

Прочитайте фразы, переведите их, выучите.

Useful phrases and vocabulary for writing business letters.

Salutation • Dear Mr. Brown
• Dear Ms. White
• Dear Sir
• Dear Madam
• Dear Sir or Madam
Starting • We are writing
- to inform you that ...
- to confirm ...
- to request ...
• I am contacting you for the following reason...
• I recently read/heard about ..... and would like to know ....
• Having seen your advertisement in ..., I would like to ...
• I would be interested in (obtaining / receiving) ...
• I received your address from ----- and would like to ...
Referring to previous  contact 

• Thank you for your letter of March 15.
• Thank you for contacting us.
• In reply to your request, ...
• Thank you for your letter regarding ...
• With reference to our telephone conversation yesterday...
• It was a pleasure meeting you in London last month.
• I enjoyed having lunch with you last week in Tokyo.
• I would just like to confirm the main points we discussed
on Tuesday.
Making a request • We would appreciate it if you would ...
• I would be grateful if you could ...
• Could you please send me ...
• Could you possibly tell us / let us have ...
• In addition, I would like to receive ...
• It would be helpful if you could send us ...
• I am interested in (obtaining / receiving) ...
• I would appreciate your immediate attention to this matter.
• Please let me know what action you propose to take.
Offering help • Would you like us to ...?
• We would be happy to ...
• We are quite willing to ...
• Our company would be pleased to ...
Giving good news • We are pleased to announce that ...
• I am delighted to inform you that ..
• You will be pleased to learn that ...
Giving bad news  • We regret to inform you that ...
• I'm afraid it would not be possible to ...
• Unfortunately we cannot / we are unable to ...
• After careful consideration we have decided (not) to ...
Complaining • I am writing to express my dissatisfaction with ...
• I am writing to complain about ...
• Please note that the goods we ordered on ( date )
have not yet arrived.
• I would like to query the transport charges which seem
unusually high.

Apologizing

• We are sorry for the delay in replying to ...
• I regret any inconvenience caused (by) ...
• I would like to apologize for the (delay, inconvenience)...
• Once again, please accept my apologies for ...

Orders

• Thank you for your quotation of ...
• We are pleased to place an order with your company for..
• We would like to cancel our order n° .....
• Please confirm receipt of our order.
• I am pleased to acknowledge receipt of your order n° .....
• Your order will be processed as quickly as possible.
• It will take about (two/three) weeks to process your order.
• We can guarantee you delivery before ...(date)
• Unfortunately these articles are no longer available /
  are out of stock.

Prices

• Please send us your price list.
• You will find enclosed our most recent catalogue and price list.
• Please note that our prices are subject to change
  without notice.  

Referring to payment

• Our terms of payment are as follows  ...
• Our records show that we have not yet received
  payment of ...
• According to our records ...
• Please send payment as soon as possible.

Enclosing documents

• I am enclosing ...
• Please find enclosed ...
• You will find enclosed ...

Closing remarks

• If we can be of any further assistance, please let us know.
• If I can help in any way, please do not hesitate to
  contact me.
• If you require more information ...
• For further details ...
• Thank you for taking this into consideration.
• Thank you for your help.

Referring to future business

• We look forward to a successful working relationship in the future.
• We would be (very) pleased to do business with your company.  

Referring to future contact

• I look forward to seeing you next week.
• Looking forward to hearing from you, ...
• Looking forward to receiving your comments,

Ending business letters ◊ Sincerely,  ◊ Yours sincerely,} for all customers / clients ◊ Sincerely yours,
◊ Yours faithfully,
in more formal letters
◊ Regards, for those you already know and/or with whom
you have a working relationship

Устный опрос

3

Составление письма-подтверждения бронирования номера в отеле.

Время выполнения — 2 час

Переведите предложенный материал и напишите  письмо-подтверждение.

1. Reservation Confirmation Letter samples for hotel bookings

Reservation confirmation is an acknowledgement given by the hotel to the guest for their room request and also the personal details given at the time of booking.

A written confirmation states the intent of both parties and confirms important points of agreement like name, arrival departure date, number of guest staying, room rate, type of room booked, number of rooms, pick up details, details of deposit made, package details etc. A confirmed reservation may be either guaranteed or non-guaranteed.

Details on the confirmation letter are retrieved from the reservation record and manually updated or entered automatically with the help of PMS used by the hotel on to a specially designed reservation confirmation form.

Confirmation letter may also include the cancellation and no-show polices of the hotel. And also about the retention charges, hotel standard check-in and check-out time, early morning / early arrival charges and also about late departure charges.

There are many different types of formats used by hotels for confirmation letters; below you can see and download few samples for the same.

Reservation Confirmation

   Confirmation number:         

Dear ( Guest name with salutation ),

Thank you for choosing Hotel name . We are pleased to confirm your reservation as under:

Current government regulations require Indian residents to present proof of identity at the time of   check-in. The proof of identity can be the guest’s driving license, passport or voter’s identity card.        

• Check outs after 16 00 hours are subject to charge, as are all arrivals prior to 08 00 hours, which are billed from the previous night.
• The room tariff mentioned above is applicable per room per night. Taxes, service charges and other levies are additional wherever applicable. The room tariff is not inclusive of airport transfer. However, should you require any facilitation for the same please feel free to contact us.
• Guaranteed Room Reservations not cancelled 48 hours before arrival would attract a retention charge equivalent to one night’s room tariff. In the event of a cancellation before 48 hrs, please retain the cancellation number, to ensure that no retention charge is levied.
• Guests are requested to settle their bills directly while checking out. We are not in a position to accept personal checks and a signing facility is extended only to those corporate accounts that have a credit facility with the respective hotel.
• Prior information for a Smoking or Non-smoking Room will enable us to provide on priority, subject to availability.

The under mentioned information is applicable only for group bookings.

The cancellation policy for group reservation is as under:

• Booking cancelled within 60 days of confirmation retention will not be charged.
• Booking cancelled after 60 days of confirmation one day retention will be charged for all the rooms confirmed.
• The no of rooms cancelled two weeks prior to the conference full retention for the entire period of booking will be charged.

Thanks and Regards,

Reservation Agent

Письменное задание

4

Подтверждение бронирования номера в гостинице по факсу или e-mail.

Время выполнения — 2 часа

1. Writing emails

When communicating by email about legal matters, you should use similar practices as you would if you were sending a legal letter. For more information on what to put in letters to courts, solicitors and other parties.

When corresponding by email, you should:

• check you're sending it to the right email address
• make sure the recipient's email address is in the "to" address bar
• check you're not accidentally sending it CC (carbon copy) or BCC (blind carbon copy) to other email addresses
• add a subject that will make it easy for the recipient to understand what the message is about before they open it
• if you are making an offer, making admissions or negotiating a settlement, make sure the words "without prejudice" are in the body of the email
• request a read receipt if you want to know when the recipient has read the email (this is particularly useful if you need evidence that the email was read)
• if you want a reply don't be afraid to ask for one by a particular (but reasonable) date
• follow up your email with a telephone call to confirm it was received, just in case the recipient's email program dealt with it as spam or junk mail.

   Think about the email address that you are using to send and receive formal correspondence. If it has a very informal name, you might want to create a new email account to use for your case.

Письменное задание

5

Регистрация в гостинице

Время выполнения — 1 час

Ответьте на вопросы, составьте диалог и выучите его наизусть.

2. Check In

1. Front Desk Receptionist

• What name is the reservation under?
• How long will you be staying?
• Are you planning on checking out tomorrow?
• I'm afraid you can't check in until after 4:00 pm.
• What type of vehicle are you driving?
• Do you know the license plate number of your vehicle?
• Complimentary breakfast is served in the lobby between 8 and 10 am.
• I'll give you two room keys.
• The dining room is on the main floor at the end of the hall.
• The weight room and sauna are on the top floor.
• Just call the front desk if you need any extra towels or pillows.

1. Guest

• We have a reservation under Jill McMann.
• Do you have any vacancies?
• Is the hotel booked, or can we get a room for tonight?
• How do we get to our room from here?
• Is it okay to park out front?
• What time is the pool open until?
• What time is breakfast served at?
• Is it too early to check in?
• Can we get a wake-up call?
• When is check out time?

Разыгрывание диалогов

6

Составить и заполнить бланк регистрации.

Время выполнения — 1 час

Опираясь на материал самостоятельной работы №3 и №5, составьте и заполните бланк регистрации.

Письменное задание

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Задания по самостоятельной работе студентов

Форма и методы контроля самостоятельной работы

1

Предоставление услуг уборки номера.

Время выполнения — 1 час

3. What kind of work do people do in housekeeping in a hotel?

Housekeeping in a hotel is a very physically demanding job that includes many, varied tasks. Typically, in this case study, housekeepers were responsible for cleaning 16 rooms per shift. The actual amount of work depends on the size of the room and the number of beds. A housekeeper needs between fifteen and thirty minutes to do one room. A housekeeper carries out the following tasks:

• making beds
• tidying rooms
• cleaning and polishing toilets, taps, sinks, bathtubs and mirrors
• washing floors
• removing stains
• vacuuming

Устное монологическое высказывание

2

Предоставление услуг проживания и питания

Время выполнения — 2 часа

Hyde Park Hotel

66 Nightsbridge, London SW1Y 7LA

Tel: 071 235 2000 Fax: 071 235 4552

Situated in Knightsbridge and overlooking Hyde Park, Hyde Park Hotel is one of London's great institutions. It is only yards away from Harrods, yet it retains the relaxed atmosphere of an Edwardian country-house, combining elegance and dignity with modern luxury. The 186 individually designed bedrooms and the 20 suites are deliberately furnished like a private home and filled with antiques as well as direct dial telephones and satellite television. The Hyde Park Hotel is decorated in the grand style with magnificent chandeliers, marble walls and Persian rugs. All of the function rooms at The Hyde Park Hotel are on the ground floor. The main function rooms for social occasions are The Knightsbridge Suite, The Ballroom, The Loggia, The Park Suite, The King Gustav Adolph Suite. Other facilities are The Park Room Restaurant, The Ferrari Bar, The Grill Room, The Cavalry Bar.

The Hyde Park Hotel is one of Forte's twenty Exclusive Hotels of the World. It enjoys a worldwide reputation for elegance, service and luxury. The Hyde Park Hotel has welcomed members of the Royal Family and among its clients are the titled, the wealthy, the executives and many world famous artists.

Practice

1. Answer these questions

1.        Where is Hyde Park Hotel situated?

2.        Which park does it overlook?

3.        How many bedrooms and suites has it got?

4.        How are they featured?

5.        Which are the main function rooms?

6.        What otherfacilities does the hotel include?

7.        What services does the hotel provide?

8.        What do you know about its clients?

2. Match the items on the left with their appropriate completion on the right

Устное монологическое высказывание

3

Составить анкету для проживающих в гостинице по теме: «Предоставление дополнительных услуг в гостинице»

Время выполнения — 1 час

Опираясь на задания самостоятельной работы №2, составьте опросник.

Письменное задание

4

Преимущества и недостатки предоставления дополнительных услуг при проживании.

Время выполнения — 1 час

Устное монологическое высказывание

5

Подготовка счетов для оплаты

Время выполнения — 1 час

Front office transactions are typically charted on account statement as Invoice or Folios. Invoice consists of Debit and Credit affecting the balance of a single guest account or room.

Usually when a folio is opened the starting balance is zero. All transactions which increase (debit) or decrease (credit) the balance of the account are recorded on the folio. When guest does the final settlement of the invoice should be returned to zero balance by any of the method of payment given by guest.

The process of recording transactions on a Invoice is called posting. A transaction is posted either debit or credit when it has been recorded on the proper folio in the proper location and a new balance is determined.

While guest settles the final bill an Invoice is generated usually with a unique Invoice number for future reference. Below you can find some sample format of invoice used in hotels.

Подготовить счет

6

Ролевая игра: «Оформление счета»

Время выполнения — 2 часа

Ответьте на вопросы, составьте диалог и выучите его наизусть.

4. Check Out

1. Front Desk Receptionist

• Are you ready to check out?
• What room were you in?
• How was your stay?
• Was everything satisfactory?
• Will you be putting this on your card?
• And how will you be paying for this?
• Would you like to speak to the hotel manager on duty?
• I'll just need your room keys, please.
• Enjoy the rest of your holiday.
• Have a safe trip home.

Guest

• We're checking out of room 401.
• Sorry we're a bit late checking-out.
• I'm afraid we overslept/slept in.
• We really enjoyed our stay.
• We have a few complaints.
• We'll be back next time we're in town.

Разыгрывание диалогов

7

Подготовка презентации по теме: «Организация обслуживания гостей в процессе проживания»

Время выполнения — 2 часа

1 While preparing a presentation there are certain basic guiding principals:

• Make it simple.
• Make it clear.
• Don’t let the technology dominate the presentation. You want the audience to remember the quality of your research, not your PowerPoint wizardry.

2 We need to take certain points in consideration, while preparing the presentation:

• What are the key points you want to make?
• Who is your audience?
• What are they interested in hearing?
• How familiar are they, with your topic? Do they expect data or concepts?

3 Resources of information is key to success. We must think on ::

• What will you cover, what can be eliminated?
• How much detail do you need? (Remember, your time and your audience’s attention are limited. For any part of your presentation, ask yourself “So what?”)

4 Logistics to be taken care of:

• How big is the hall where you will be speaking?
• How much time will you be given?
• What time of day is your talk?
• Carefully consider if you will depend on anyone else for producing your presentation—allow plenty of lead time

5 Equipment Needs should also be taken care-of:

• Ask what you will be given and what you must bring with you.
• Consider all equipment you will need

• Internet connection
• Computer
• Microphone
• Software

6 Organise the Material Body

• Make sure you cover your main points.
• Be concrete. Use examples, statistics, reiteration, comparison.

Представление презентации

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Задания по самостоятельной работе студентов

Форма и методы контроля самостоятельной работы

1

Что входит в обязанности обслуживающего персонала.

Время выполнения – 3 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 8-9 и 132. Составьте описание обязанностей обслуживающего персонала, используя Adverbs of frequency.

Устное монологическое высказывание

2

Достопримечательности Флориды.

Время выполнения – 1 час.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 14-15и 132. Составьте описание достопримечательности Флориды.

Устное монологическое высказывание

3

Планирование отпуска с перелетом и арендой автомобиля.

Время выполнения – 3 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 15-16. Составьте план отпуска с перелетом и арендой автомобиля.

Устное монологическое высказывание

4

Блюда русской кухни.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 18-19. Составьте описание рецепта одного из блюд русской кухни.

Устное монологическое высказывание

5

Жизнь и творческий путь одного из известных архитекторов России.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 24-25. Составьте описание жизни и творческого пути одного из известных архитекторов России.

Устное монологическое высказывание

6

Автобусная или пешеходная экскурсия по Санкт-Петербургу.

Время выполнения –2  часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 28-29. Составьте маршрут и экскурсию с гидом по Санкт-Петербургу.

Устное монологическое высказывание

7

Учебная гостиница нашего колледжа.

Время выполнения – 3 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 31. Составьте описание учебной гостиницы нашего колледжа.

Устное монологическое высказывание

8

Прием на работу.

Время выполнения –2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 44-45 и 108-109. Составьте диалог между менеджером по управлению персоналом и соискателем должности, выбрав для себя одну из ролей. Используйте лексику.

  Applicant - претендент

  Personnel manager –менеджер по персоналу

  Appointment - должность

  Announcement - объявление

  to apply for the position – получить должность

  hire on a job – нанять на работу

  educational person – образованный человек

  looking for a job – искать работу

  vacancy - вакансия

  Accounts department – отдел расчетов

  cultured person – культурный человек

  resume - резюме

Разыгрывание диалогов

9

Безопасность и здоровье в путешествии.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 48-49. Выполните буклет с рекомендациями мер предосторожностей для гостей.

Подготовка наглядного пособия.

№ п/п

Задания по самостоятельной работе студентов

Форма и методы контроля самостоятельной работы

1

«Выражение действий в будущем»

Время выполнения – 1 час.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 54 и 128. Составьте таблицу «Способы выражения действий в будущем».

Таблицы.

2

Развитие туризма или его какого-то направления в определенной местности.

Время выполнения – 3 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 56-57 и 137. Составьте план, затем опишите мероприятия по развитию какого-то направления туризма  в определенной местности.

Устное монологическое высказывание.

3

Значения модальных глаголов.

Время выполнения – 1 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 60 и 129. Составьте таблицу.

Таблицы.

4

Рекламный буклет о достопримечательностях Кракова.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 67 и 139.  Составьте буклет.

Буклет.

5

Написание электронных писем, факсов.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 110-111-112. Составьте буклет, описывающий правила и нормы написание электронных писем, факсов.

Буклет.

6

Продажа туров.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 75, 119, 123. Составьте диалог между турагентом и клиентом, выбрав для себя одну из ролей.

Диалоги.

7

Выполнение таблицы по теме «Страдательный залог».

Время выполнения – 3 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице  Составьте

Таблицы

8

Работа гида на лыжном курорте.

Время выполнения – 1 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 84-85. Составьте план мероприятий и их краткое описание.

Устное монологическое высказывание.

9

Выполнение буклета о Таиланде.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 86-87-88. Составьте буклет, описывающий возможности размещения в Таиланде.

Буклет.

10

Как убедить гостя купить более дорогие услуги при въезде в гостиницу.

Время выполнения – 2 часа.

Ознакомьтесь с материалами учебника English for international tourism. Pre-intermediate students’ book на странице 92-93-94. Составьте

Диалоги

11

Лексико-грамматические упражнения Придаточные предложения условия и времени.

Ознакомьтесь с правилом образования условных предложений и придаточных времени 1-го типа на странице 95. Выполните упражнения.

Время выполнения – 1 час.

Exercise 1. Complete with the verbs in the correct tense  1st Conditional  

1. If you (eat) greasy (жирную) food, you (become) fat.

 2. If your sister (go) to Paris, she (have) a good time.

3. If he (do) that, he (be) sorry.

4. If I (leave) now, I (arrive) in New York by 8:00 PM.

5. You (not/do well) on your test if you (not/study).

6. They (not/know) the truth if you (not/tell) them.

7. If I (bake) a cake, you (have) some?

8. If he (call) you, you (answer) the phone?

9. If you (not/go) to the party I (be) very upset.

10. If you (get) a haircut you (look) much better.

Exercise 2. Complete with the verbs in the correct tense 1st Conditional. 

1. If you catch the train early, you______________________( get ) there at dinner-time.
2. If they __________________________ (wake up) before us, they will call us.
3. If he changes his job, he_____________________________ (have) another timetable.
4. If she _______________________ (rea ) the short story, she will be fascinated.
5. If we speak several languages, we ________________( have ) no problems in the congress.
6. If you ______________________ (send) the report today,I will receive it tomorrow.
7. If it is fine tomorrow, we ____________________________ ( go ) for a walk.
8. If you __________________ (do) this in a short time, I will wait for you.

Письменные задания.