II. Учебник Королева, Сербиновская, Барсегян «English for Tourism», Unit 5 – прочтите, выпишите слова в словарь, сделайте краткий пересказ, выполните упражнения.
The Reseption Area.
Word Bank
a mailbox — почтовый ящик
a rack with pigeonholes — ящик для корреспонденции
accounting office — бухгалтерия
bellman — посыльный
check-in procedure — процедура регистрации
check-out procedure — расплатиться в гостинице и уехать
concierge — консьерж; консьержка
doorman — швейцар
foreign currency exchange — обменный пункт
lobby — вестибюль, приемная, холл; коридор
overbooking — избыточное бронирование
porter — носильщик
reception — стойка администратора, приемная (в гостинице); at reception — в приемной; reception desk — конторка портье, консьержа (в доме, гостинице и т. п.)
registration desk — стол регистрации
room clerk — дежурный в гостинице (предоставляет номера, ведет книгу регистрации приезжих и т. п.)
support functions — дополнительные услуги
telephone switchboard — коммутатор
the ability to work smoothly — способность выполнять работу без задержек
to be the representative — быть представителем
to deposit valuables — хранить ценности
to designate — назначать, определять, устанавливать; указывать
to fill out a registration card — заполнить регистрационную карточку
to handle a complaint — разбирать жалобу
to pay the bill — оплатить счет
to pick up keys — забирать ключи
to resemble — походить, иметь сходство
to straighten the problem — разобраться в проблеме
Special Terms:
Reception area — another term for the front desk, the area in the hotel where the guests register, pick up keys, pay their bills and so on.
Lobby — the public entrance area of the hotel. It often contains sitting, writing and reading areas, as well as access to other parts of the hotel.
Registration desk — the part of the front desk that is used to sign in or register the guests of the hotel.
Referral system — a system for interchanging reservations among a group of hotels. Many of the hotel chains are in fact referral systems.
TEXT 1. THE FRONT DESK
Almost all of the employees who work at the front desk of a hotel have frequent contact with the public. The front desk is the counter where the guests register, pick up their keys and mail, request information, deposit their valuables, and pay their bills. It is called the reception area. In a small hotel or motel, all of these different functions may be handled by one or two people, but a large hotel assigns several people to clearly defined jobs at the front desk.
The front desk is located in the lobby of the hotel. The lobby is the public entrance area that gives access to the guest rooms, restaurants, bars, shops and other facilities in the hotel. In a commercial or resort hotel, the lobby is often a large space that contains lounging, reading and writing areas. It is often used as a meeting place by the guests and the general public. The lobby of a motel that serves overnight transients, on the other hand, may be only about the same size as the waiting room in a doctor's office.
For the convenience of the guests, the front desk is almost always located near the hotel's main entrance. In a large hotel, it is divided into sections. One section is the registration desk, where the guests register or sign in. A second section is the area where the guests pick up their keys, mail and messages. This part of the counter has a rack behind it with pigeonholes for each guest room in the hotel. The third section is an information desk, where the guests can ask for information or make local travel arrangements. This area often includes a mailbox. The forth section is the cashier's desk. The cashiers not only receive payment from the guests, but also cash checks, make change and exchange foreign currency. Some hotels also offer a transportation desk, where the guests may get advice or help with their travel plans.
Connected with the front desk, but normally out of sight of the public, are other offices with support functions. One office, for example, is often set aside to handle reservations. The cashier's counter is usually connected to the hotel's accounting office, of which it is a public part. The hotel's telephone switchboard is also usually located near the front desk. Many hotels have one or more assistant managers stationed either behind the front desk or at a desk in the lobby. Their jobs may include greeting important guests, straightening out problems with reservations or handling routine complaints.
The employee who checks in arriving guests and assigns them to their rooms is the room clerk. When the room clerk has confirmed the availability of the accommodations, the guest fills out a registration card with his name, home address and any other pertinent information. The room clerk fills in the room number and the rate the guest will pay. One section or a copy of the registration card is normally sent to the cashier's office and another to the telephone switchboard. Another procedure that has come into common practice in recent years is establishing credit in advance by means of credit cards.
All of these steps, which take only a few moments in a smoothly functioning system, make up the check-in or registration procedure. When it is completed, the room clerk calls a bellman (or porter) and gives him a slip with the room number.
In addition to the check-in procedures, the room clerks are customarily responsible for recording advance registrations. Requests for rooms may come from travel agents or the transportation companies; they may be received directly from the public by telephone or letter; or they may be handled by a teletype machine or computer. The latter is true especially when the hotel is a member of a chain or a referral system, in which a group of hotels and motels have joined together to interchange reservations.
The employee in charge of keys and information is often called the concierge, the French term for doorkeeper or custodian. He is also expected to provide information about local entertainment, events and sights of interest. He usually arranges for local transportation, including taxis, airport buses, or sightseeing tours, if the last is not a separate operation. He may also perform small chores for the guests, such as mailing letters and packages.
The cashiers are the accounting office employees who have direct contact with the guests. In addition to settling accounts, they also make change, cash traveller's checks or regular bank checks and exchange foreign currencies. Postings on the room accounts are kept up-to-date in order to expedite the check-out procedure. The cashiers usually ask departing guests if they have incurred any last-minute charges for the telephone or for food and beverage service. If the answer is affirmative, the cashier must verify the charge before presenting the final bill.
So, the primary job of front desk personnel is to take care of the check-in and check-out procedures and to provide helpful information to the guests in order that their stay in the hotel may be comfortable and convenient. Even in a small hotel where only one or two people work at the front desk, their jobs resemble those in a large hotel employing many more people. In the eyes of most customers, the front desk employees are the representatives of the hotel. Their ability to work smoothly is an important factor in the success of the hotel.
(by E J. Hall)
1. What do the phrases front desk or reception area designate?
2. How does the lobby of a small hotel differ from the lobby of a large one?
3. What are the sections into which the front desk of a large hotel is divided? What business is handled by each section?
4. What are some of the support functions of the front desk that are normally out of sight of the public?
5. What are the duties of the room clerk?
6. What are the duties of the clerks at the key and information desks?
7. What are the customary duties of the front desk cashiers?
8. What is the primary job of the front desk personnel? Why is this an important job?
TEXT WORK
2. Find English equivalents in the text and use them in the sentences of your own:
(1) частый контакт с посетителями (2) приемная (3) забрать ключи и почту (4) оставлять ценности (5) оплачивать счет (6) вестибюль (7) почтовый ящик (8) обналичивать чек (9) обменять валюту (10) коммутатор (11) встречать важных гостей (12) подтвердить наличие свободных мест (13) заполнить регистрационную карточку (14) без сбоев функционирующая система (15) транспортные компании (16) разделять функции (17) освободить номер в гостинице (18) уезжающий гость (19) напоминать работу в других отелях (20) важный фактор успеха.
4. Give antonyms to the following words and word-combinations:
(1) employee (2) to check in (3) to receive payment (4) to complain (5) to depart
Agree or disagree with the following statements. Give your reasons.
Use:
For disagreement: For agreement:
— that's not quite right... — that's right...
— Oh, no, quite on the contrary... — exactly...
— It says in the text... — I agree entirely...
1) Front-desk employees have very little contact with the guests.
2) The lobby of the hotel is frequently used as a meeting place by the guests and the general public as well.
3) In a large hotel, the front desk is often divided into different sections with specialized functions.
4) All parts of the front desk are arranged so that the public can easily see everything that goes on.
5) Room clerks not only make room assignments for arriving guests, but also normally handle advance reservations.
III. I. Учебник Т.А. Гончарова «Английский язык для гостиничного бизнеса», Unit 17 – изучить, выписать слова в словарь, выполнить упражнения.