I. Фразы и выражения по теме «Гостиницы и размещение»
▪ I'd like to check out я хотел бы выехать
▪ I'd like to pay my bill, please я хотел бы оплатить счёт, пожалуйста
▪ I think there's a mistake in this bill я думаю, что счёт неправильный
▪ how would you like to pay? как вы желаете платить?
▪ I'll pay … я заплачу …
-by credit card кредитной карточкой
-in cash наличными
▪ have you used the minibar? вы пользовались мини-баром?
▪ we haven't used the minibar мы не пользовались мини-баром
▪ could we have some help bringing our luggage down? помогите нам снести вниз багаж, пожалуйста
▪ do you have anywhere we could leave our luggage? мы могли бы где-то оставить багаж?
▪ could I have a receipt, please? могу я получить чек, пожалуйста
▪ could you please call me a taxi? вызовите, пожалуйста, такси
▪ I hope you had an enjoyable stay надеюсь, ваше пребывание было приятным
▪ I've really enjoyed my stay мое пребывание было очень приятным
▪ we've really enjoyed our stay наше пребывание было очень приятным
II. Учебник Т.А. Гончарова «Английский язык для гостиничного бизнеса», стр.104 Unit 18 – изучить, выписать слова в словарь, выполнить упражнения.
III. Видео-урок
1)« Hotel English - Checking Out Of A Hotel Room - English Learning Lesson » -
https://www.youtube.com/watch?v=2S6CJ22e_GI
2) «Hotel: Checking out» - https://www.youtube.com/watch?v=Id1Rx3IoXg8
3) FRONT OFFICE PROCEDURES - https://www.youtube.com/watch?v=KeZMe_UlAhc (плохой звук, есть субтитры)
IV. Учебник Hotels&Catering. Virginia Evans, Jenny Dooley, Veronica Garza, Unit 8 – прочитать, выписать слова в словарь, выполнить упражнения
V. Учебник Highly Recommended. English for the hotel and catering industry. Trish Stott, Rod Revell.
Изучите Unit 25, 26 выпишите слова в словарь, выполните упражнения
III. Учебник Robin Walker «Tourism 2» Teacher Book – прочитайте, переведите и сделайте краткий пересказ текста «Checking-in and Checking-out procedures».
Checking-in and Checking-out procedures.
The department in closest contact with a hotel's guests is the front office, which is often called the reception. It is responsible for taking reservations, registering guests when they arrive (check-in), and preparing the bill for guests who are leaving and charging them (check-out). Hotel receptionists are in constant contact with the public and need very good customer skills.
The check-in and check-out procedures in all good hotels will be written down in the hotel manual. Front office staff must follow these procedures exactly. Computer programmes like Fidelio guide the receptionist through registration when a new guest arrives. The procedure for guests with a reservation is different from that for a walk-in, a person who arrives without a room booking.
The check-in procedure involves filling in a registration card and getting the guest to sign it. Part of the card is kept in reception and part of it is given to the guest with the room key. Today many hotels use electronic key cards. Computers allow hotels to create a file called a guest history. This contains information about the guest's previous stays and about any preferences - smoking or non-smoking, upper or lower floors, and so on.
Check-out procedures follow an established pattern. Usually the receptionist:
- brings up the guest file on the computer;
- checks if the guest used the minibar or other hotel services the night before since these will probably not yet appear on the file;
- prints out the bill and asks the guest to check it (some hotels oblige their staff to check the bill verbally with the client, detailing each item) takes payment if the client is happy.