Unit 5 People in Hospitality Unit 5 People in Hospitality Dushanbe, November - презентация

1 Unit 5 People in Hospitality Unit 5 People in Hospitality Dushanbe, November

2 assistant manager, babysitter, cashier, cashiers office, in charge, to be in charge of, to check up, check-in, check-in procedure, chefs special, to complain, complaint, to control, cuisine, dish, food and beverage, formalities, to do formalities, front office, general manager, head chef, host, hostess, assistant manager, babysitter, cashier, cashiers office, in charge, to be in charge of, to check up, check-in, check-in procedure, chefs special, to complain, complaint, to control, cuisine, dish, food and beverage, formalities, to do formalities, front office, general manager, head chef, host, hostess, hotelier, key, to mail, managing director, message, hotelier, key, to mail, managing director, message, night manager, owner, package, pastry chef, personnel manager, production manager, purchase, purchase manager, to purchase, to register, register, resident manager, sales manager, sauce chef, to sign, soup chef, specialist chef, supervisor, to taste, vegetable chef. night manager, owner, package, pastry chef, personnel manager, production manager, purchase, purchase manager, to purchase, to register, register, resident manager, sales manager, sauce chef, to sign, soup chef, specialist chef, supervisor, to taste, vegetable chef. Unit 5 Part 2 - vocabulary Unit 5 Part 2 - vocabulary

3 Unit 5 Part 2 - VOCABULARY DRILL I. Match up: 1) background a) appliances 2) front b) card 3) travel c) music 4) room d) lounge 5) wine e) arrangements 6) cocktail f) office 7) registration g) special 8) chefs h) steward

4 Unit 5 Part 2 - VOCABULARY DRILL II. Cross out one odd term in each line: 1) computer literate, fellow-students, language fluency, makeup, internship, to choose a major; 1) computer literate, fellow-students, language fluency, makeup, internship, to choose a major; 2) cart, desk, cab, maid, key, fridge, sign, hair-dryer, towel; 2) cart, desk, cab, maid, key, fridge, sign, hair-dryer, towel; 3) waitress, toiletries, errands, maids, appliances, beverages; 3) waitress, toiletries, errands, maids, appliances, beverages; 4) to meet, to greet, to seat, to escort, to unlock, to assist; 4) to meet, to greet, to seat, to escort, to unlock, to assist; 5) information desk, receptionist, porter, cashier, bellboy, doorman, concierge, maitre dhotel; 5) information desk, receptionist, porter, cashier, bellboy, doorman, concierge, maitre dhotel; 6) host, barman, housekeeper, stewardess, hostess, waiter, bar maid, steward, waitress; 6) host, barman, housekeeper, stewardess, hostess, waiter, bar maid, steward, waitress; 7) pastry chef, specialty chef, sauce chef, vegetable chef, soup chef, chef; 7) pastry chef, specialty chef, sauce chef, vegetable chef, soup chef, chef; 8) to vacuum-clean, to scrub, to complain, to make up, to dust, to general clean, to pick up, to clean. 8) to vacuum-clean, to scrub, to complain, to make up, to dust, to general clean, to pick up, to clean.

5 Unit 5 Part 2 - VOCABULARY DRILL III. Group the following terms according to the titles in the table (6 terms in each group): Hair-dryer, wine steward, chefs special, background music, maid, bellboy, pasta, porter, in-house video, sauce, maitre d, air conditioning, waiter, concierge, pastry, barman, fridge, chef, cook, dish, doorman, tea- and coffee-making facilities, food and beverages, receptionist. HOTEL STAFF ROOM APPLIANCES RESTAURANT STAFF CUISINE

6 IV. Match the terms with the definitions: 1) a waiter a) a person in a hotel who provides personal services for a guest, such as tours and tickets 1) a waiter a) a person in a hotel who provides personal services for a guest, such as tours and tickets 2) a bellboy b) a person in a hotel who meets guests, handles 2) a bellboy b) a person in a hotel who meets guests, handles the check-in procedure and assigns rooms to them the check-in procedure and assigns rooms to them 3) a concierge c) a person in a restaurant who manages 3) a concierge c) a person in a restaurant who manages the kitchen and the kitchen staff the kitchen and the kitchen staff 4) a wine steward d) a person in a restaurant who meets and seats customers in a dining-room 4) a wine steward d) a person in a restaurant who meets and seats customers in a dining-room 5) a chef e) a person in a hotel who shows guests to their rooms and runs errands for them 5) a chef e) a person in a hotel who shows guests to their rooms and runs errands for them 6) a maid f) a person in a restaurant who recommends and serves wine to customers 6) a maid f) a person in a restaurant who recommends and serves wine to customers 7) a receptionist g) a person in a restaurant who takes orders and brings food to customers 7) a receptionist g) a person in a restaurant who takes orders and brings food to customers 8) a maitre dhotel h) a person in a hotel who cleans guestrooms and changes bed and bath linen 8) a maitre dhotel h) a person in a hotel who cleans guestrooms and changes bed and bath linen Unit 5 Part 2 - VOCABULARY DRILL

7 Dialogues(4) Student 1: I believe she must be very knowledgeable, fluent in many languages and have an outgoing personality. Student 2: Oh, yes! Fluency in English, French and German is a must! Besides, she must be computer literate. She must have a pleasant telephone manner and a positive helpful attitude. Student 1: May we go upstairs and see the hotel rooms? I wonder if we will come across any employees at work there? Student 2: No problem at all. Lets take the lift over there, shall we? Student 1: Im impressed! The rooms are so neat and tidy. The maids have done a good job. How often do the maids have to clean the hotel rooms? Student 2: It depends. The maids must general clean the rooms when the old guests vacate them and the new ones are expected. The maids do the makeup after a nights occupancy. They also do the pickup when they just have to replace the towels and to bring the toiletries.

8 Dialogues(5) Student 1: As far as I know all hotels must have a restaurant or a few restaurants. There must be some more employees. I can just think of a waiter or a waitress, a barman and may be a cook. Student 2: Will you follow me to the ground floor restaurant? Look! The main person in the dining-hall is a maitre dhotel. Student 1: Oh, yes. Here comes the maitre d. He is greeting and seating the guests. Then the waiter will come and bring the menu. He may recommend the dishes on the menu. Student 2: Right you are! The waiters and waitresses serve dishes while wine stewards recommend and serve beverages. Student 1: Is there any difference between the barman and the wine steward? Student 2: Of course, there is. The barman works in a cocktail lounge. Student 1: The main person in the kitchen is the cook, isnt he? Student 2: The chef is. The cooks and the helpers are his kitchen team. Student 1: Thanks a lot for showing me about the hotel. Student 2: Its my pleasure. Take your time. Dont hesitate to ask me more questions if you have any

9 Substitutional Drill(1) 1. I hear students have to choose their major in the first year. major courses, major subjects, specialization, specialty, career, occupation major courses, major subjects, specialization, specialty, career, occupation 2. «Hospitality Management» is just what I want to understand better. 2. «Hospitality Management» is just what I want to understand better. «Leisure Management», «Fourth-Age Tourism» «Leisure Management», «Fourth-Age Tourism» «Special-Interest Tourism», «Destination Geography», «Familiarization Tourism», «Incentive Tourism» «Special-Interest Tourism», «Destination Geography», «Familiarization Tourism», «Incentive Tourism» 3. Could you specify what it is? survival tourism, bird-watching, mountaineering pilgrimage, motor-racing, botany pilgrimage, motor-racing, botany 4. Now, I can hardly figure out all kinds of hospitality employees jobs, careers, services, staff, personnel, companies jobs, careers, services, staff, personnel, companies

10 Substitutional Drill(2) 5. The range of them must be endless. great, wide, large, huge, enormous, tremendous great, wide, large, huge, enormous, tremendous 6. I want to make the most of it. the internship, the on-the-job training, the tutoring, the training, the FAM trip, the educational tour the internship, the on-the-job training, the tutoring, the training, the FAM trip, the educational tour 7. I suppose, I know what the doorman must do. think porter think porter believe bellboy believe bellboy guess concierge guess concierge suppose receptionist suppose receptionist assume maid assume maid presume wine-steward presume wine-steward

11 Substitutional Drill(3) 8. Apart from what you said, the doorman wears a distinctive uniform. 8. Apart from what you said, the doorman wears a distinctive uniform. told me the bellboy told me the bellboy explained the receptionist explained the receptionist specified the barman specified the barman made clear the concierge made clear the concierge described the waiter described the waiter defined the wine-steward defined the wine-steward 9. The hotel has porters to do this job. maids to carry out, managers to fulfill maids to carry out, managers to fulfill travel clerks to implement, guides to execute travel clerks to implement, guides to execute interpreters to effect, bellboys to complete interpreters to effect, bellboys to complete 10. They either carry the luggage or move it on carts. hold the door or carry the luggage hold the door or carry the luggage give directions or call for cabs give directions or call for cabs show the rooms or run errands show the rooms or run errands give information or make travel arrangements give information or make travel arrangements clean the rooms or do the makeup clean the rooms or do the makeup pick up or make up the rooms pick up or make up the rooms

12 Substitutional Drill(4) 11. In my understanding the receptionist is the most important person in the hotel. concierge, manager, social director, booking agent, maitre dhotel, chef concierge, manager, social director, booking agent, maitre dhotel, chef 12. I cant but agree with you. our tutor, our manager, the concierge, the booking agent, the interpreter, the escort our tutor, our manager, the concierge, the booking agent, the interpreter, the escort 13. Im really confused what the bellboys must do. mixed up concierge mixed up concierge embarrassed doorman embarrassed doorman interested escorts interested escorts eager to know receptionist eager to know receptionist anxious to know wine-stewards anxious to know wine-stewards willing to know travel consultants willing to know travel consultants 14. They seem to do the same job as the porters do. bellboys, doormen, travel clerks, guides, escorts, interpreters bellboys, doormen, travel clerks, guides, escorts, interpreters

13 Substitutional Drill(5) 15. What kind of room appliances do you have in mind? staff, careers, companies, businesses, folders, outlets 16. The maids have done a good job. cooks, guides escorts, porters, travel consultants, travel writers 17. How often do the maids have to clean the hotel rooms? general clean the rooms, pick up the rooms, make up the rooms, clean the bathrooms, bring the toiletries, replace the towels 18. Will you follow me to the ground floor restaurant? mezzanine, information desk, reception desk, travel desk, cocktail lounge, top floor dining-hall.

14 Substitutional Drill(6) 19. Is there any difference between the barman and the wine-steward? the waiter and the wine-steward, the maitre dhotel and the waiter the waiter and the wine-steward, the maitre dhotel and the waiter the escort and the guide, the porter and the doorman the escort and the guide, the porter and the doorman the pickup and makeup, the travel and the tourism the pickup and makeup, the travel and the tourism 20. Thanks a lot for showing me about the hotel. sharing your knowledge with me, answering my questions sharing your knowledge with me, answering my questions helping me with the room appliances, assisting me with the helping me with the room appliances, assisting me with the luggage, calling a taxi for me, holding the door for me luggage, calling a taxi for me, holding the door for me 21. Dont hesitate to ask me more questions if you have any. to interrupt me if you need to, to follow me if you want to to interrupt me if you need to, to follow me if you want to to call me if you need to, to admit your mistakes if you have to call me if you need to, to admit your mistakes if you have any, to ask me for help if you have to, to tell the truth if you any, to ask me for help if you have to, to tell the truth if you have to have to

15 TEXTS Read the texts and answer the questions: TEXTS Read the texts and answer the questions: THE RECEPTIONIST(1) THE RECEPTIONIST(1) The receptionist works in the front office of a hotel. The receptionist works in the front office of a hotel. The receptionist is in charge of the check-in. The receptionist is in charge of the check-in. She meets and greets guests, registers guests and assigns rooms to them. She meets and greets guests, registers guests and assigns rooms to them. The receptionist must ensure that the check-in procedure is brief and convenient. The receptionist must ensure that the check-in procedure is brief and convenient. The receptionist must help guests do the hotel formalities. The receptionist must help guests do the hotel formalities. She takes the guests name. If the guest is a foreign visitor, the receptionist must take the guests passport number. Then she asks the guest to sign the hotel register. She takes the guests name. If the guest is a foreign visitor, the receptionist must take the guests passport number. Then she asks the guest to sign the hotel register.

16 TEXTS THE RECEPTIONIST(2) In larger hotels the receptionist asks the guest to fill in a registration card and to sign it. She must explain how to do it correctly. In larger hotels the receptionist asks the guest to fill in a registration card and to sign it. She must explain how to do it correctly. The receptionist must send the signed registration card to the cashiers office. The receptionist must send the signed registration card to the cashiers office. The receptionist answers the phone. She answers questions of visitors who have come to see the hotel guests. She can help the visitors find the hotel guests. She may take messages for the hotel guests when they are not in. The receptionist answers the phone. She answers questions of visitors who have come to see the hotel guests. She can help the visitors find the hotel guests. She may take messages for the hotel guests when they are not in. In smaller hotels the receptionist is in charge of the room keys. In smaller hotels the receptionist is in charge of the room keys.

17 Comprehension Questions 1. Where does the receptionist work? 2. What is the receptionist in charge of? 3. What must the receptionist ensure? 4. How must the receptionist help the guests? 5. What does the receptionist ask the guests to do? 6. What must the receptionist do with a signed registration card? 7. How can the receptionist help the visitors who have come to see the hotel guests? 8. What is the receptionist in charge of in smaller hotels?

18 Texsts THE CONCIERGE Texsts THE CONCIERGE The concierge works at a hotels information desk. The concierge works at a hotels information desk. The concierge must speak a few languages because she has to help guests from other countries. The concierge must speak a few languages because she has to help guests from other countries. Usually the concierge speaks major world languages: English, French, German and Spanish. Sometimes she speaks other languages, too. It depends on the language of the customers whom the hotel receives. Usually the concierge speaks major world languages: English, French, German and Spanish. Sometimes she speaks other languages, too. It depends on the language of the customers whom the hotel receives. The concierge must help guests in all ways. The concierge must help guests in all ways. She can give orientations in the city, arrange taxis and sightseeing tours. She can offer entertainment. She can make theatre bookings. She can recommend shops, restaurants or nightclubs. She can give orientations in the city, arrange taxis and sightseeing tours. She can offer entertainment. She can make theatre bookings. She can recommend shops, restaurants or nightclubs. Actually the concierge in a hotel can act as a travel agent: book flights, tours, visits. She may find a guide or a guide-interpreter for the guest. Actually the concierge in a hotel can act as a travel agent: book flights, tours, visits. She may find a guide or a guide-interpreter for the guest. The concierge can find a babysitter. The concierge can find a babysitter. The concierge must help guests mail letters and packages. She may even provide paper and a pen for writing letters. The concierge must help guests mail letters and packages. She may even provide paper and a pen for writing letters. In some hotels the concierge is in charge of messages. In some hotels the concierge is in charge of messages. In some hotels the concierge may be in charge of the room keys. In some hotels the concierge may be in charge of the room keys.

19 Thank you for your attention! Mr. Haybatov Normat: Your Teacher of English