Professional Fax

Disciplina Limba EnglezaSUPORT DE CURS

Cursul de calificare

Tehnician in hotelarie

FORMATOR

Oana Adriana Gorgon2012CUPRINS

I. HOTEL FACILITIES AND SERVICES.

1. Hotel Types, Hotel Facilities and Services.

2. Room Types, Bedding Types and Room Rates.

3. Meals.

4. Homework: Vocabulary and Translations

II. HOTEL DEPARTMENTS.

1. Rooms Division- Basic departments in a full service hotel:

Front Office:

Reservations

Front Desk

Registration-Checking in

Handing guest complains

Updating and checking guest accounts

Checking outIII. LETTER OF COMPLAINT

Goods

Services

Normal

IV. BASIC KNOWLEGGE

V.ABBREVIATION

VI. SITUATIONAL EXERCISESVII. GRAMMAR

VIII.BIBLIOGRAPHYI. HOTEL FACILITIES AND SERVICES

1.Hotel Types, Hotel Facilities and Services.

Hotel types - there are many different types of hotel properties, from small places major international chains and may vary according to number of stars from 5/7-star hotels to 1-star hotels.

Classification

1.airport hotel

2.all-suites hotel

3.conference/congress hotel

4.motel

5.resort

6.spa hotela.luxury

b.upscale

c.mid-range

d.budget-econom

A hotels primary mission is to offer a comfortable room to sleep and usually to offer other services such asmeals and recreation.

Most hotels offer private sleeping rooms with bathrooms, front desk services, luggage services , F&B and guest services. They may also offer commercial services to business travellers, including a business centre electronic devices and multi-line phones.

1. Airport hotel: a hotel located near an airport, usually offering shuttle service to and from the airport, as well as meeting rooms and early checkout. They cater to the business traveler or leisure traveller with a long "lay-over" in an airport en route to another destination. Recently many companies have begun using them to hold meetings, seminars and conferences especially when participants are flying in from different locations.

2. All-Suites hotel: like small apartments, include a bedroom, and living room with limited kitchen facilities. Some All-Suite hotels may include microwaves, coffee makers and a small refrigerator and bar. The living rooms will include a pull-out sofa and desk. They cater to the traveller whose stay is one week or more.

3. Conference hotel: generally conference centres are upscale (first-c1ass) properties catering to corporate clients' meetings. Usually, pricing is inclusive of food, beverage and conference services. The meeting rooms have been designated to accommodate the special needs of 10-50 attendees.

4. Motel: a building or group of buildings where entrance to rooms is made directly from the outside of the building. These properties are generally smaller and cater to people travelling by car (Motor Hotel - Motel). The front desk covers check in, check out, guest services and luggage assistance. They are lower in price than a hotel.

5. Resorts: cater to vocation travellers, as well as to businesses holding conferences and meetings. Services are all inclusive so that the guest does not have to leave the premises for any need. They will have food and beverage outlets, sports facilities, health club, entertainment, baby-sitting and parking.

The specialities of these resorts may include seasonal recreation such as skiing and golfing or catering to couples, honeymooners, singles or families.

6. Spas: these are resorts offering health, physical fitness, nutritional advice or just plain pampering. There are tennis courts, swimming pools, hiking trails, beauty salons and specially prepared meals.

Hotel facilities and servicesrestaurant, bar / mini-bar, room-service, wake-up service (early morning call)

health club - fitness center / sauna / Jacuzzi, swimming pool, safe box for valuables

TVand video, telex, fax, telephone (outside calls, long distance calls), currency exchange

dry cleaning, laundry service, ironing

car parking, transport, rent-a-car

medical assistance, baby-sitting

a. Luxury Hotels: Five star hotels offer full service: a concierge, 24 hours room service, one or more restaurants, a health club, a lounge/ bar, full business services such as multiple phone lines and data ports, a business centre with administrative support.

b. Upscale Hotels: Four and five star hotels which cater to the business traveller.They are sometimes called superior or First Class. Business amenities are standard and services include 24-hour room service,full-service business centre, multiple restaurants and health club.

c.Mid-Range Hotel: Typically consisting two and three star hotels, they are sometimes referred to as Tourist hotels.They may have a concierge or otur desk available to serve guest needs for dining, theatre, car rental, etc. Front desk will generally handle these services and business may be available.

d. Budget/Economy Hotels: one and two-star hotels; their goal ist o offer a clean comfortable place to sleep with limited service.

2. Room Types/Bedding Types/Room Rates.

Room TypesRooms with specific purposes

Suite(junior, senior, presidential suite, royal, family, VIPsuite)

Single-room

Twin-room

Double-room

Triple-room

Connecting/adjioining room

Lounge/sitting room/ parlor(Am.E)Banquet room

Reception room

Ballroom

Conference room

Exhibition/Display room

Room Types :

Single: a room designed for one person. Some rooms will have only one single bed while

most will have two.

Twin room: a room designed for two people with two single or "twin" beds.

Double: room with a double bed that can be used for either one or two people.

Double/double: a room with two double beds.

Suite: consists of two or more rooms, typically a living and sleeping room. Asuite may have

more than one bedroom or extra rooms such as kitchenette or conference room.

Adjoining room: two or more bedrooms next toone another but not connected by a commondoor.

\

Connecting: two or more sleeping rooms with a common door between them.

Bedding Types:

Single

Double

Queen

King

Murphy

Japanese style

a bed designed for one person

a bed designed for two people

an extra large double bed

largest size double bed

a bed that folds into the wall when not in use

bedding is stored out of sight during day time and rolled out on the floor for sleeping

Rating System

Throughout the world, tourism professionals are using various grading systems (rating system) in order to assess hotels.

The ratings are usually determined by the level and number of facilities, amenities, service provided and dependability of basic utilities such as telephone, water, electricity. Standards may differ from system to system, therefore comparisons are rather difficult to make.

However, the best-known rating system is the one which rates hotels from one to five stars. A one-star rating would indicate a modest hotel with very basic facilities, while a five-star rating would indicate a luxurious full-service hotel with excellent service and facilities.

Given the fact that these ratings are quite subjective, it is recommended we use a rating system to compare hotels within a country or region only.

3. MEALS

English breakfast: a breakfast including cooked food, offering for example fried bacon, .

fried eggs, sausages, etc.

Continental breakfast: a breakfast consisting of tea or coffee and baked products

(bread, buns, rolls, croissant, toast) with butter and jam, honey and marmalade, etc.

Lunch

Dinner / Supper

Food plans:

European plan: the rate for a room alone, with no meals included at all.

Bed & Breakfast / continental plan: the rate includes the room and breakfast. The breakfast itself can be English or continental.

Half board / demi pension / modified American plan: this includes the room, plus breakfast and other one meal (lunch or dinner).

Full hoard / en pension / American plan: rooms and all meals included.

Hotel Services-International Codes

ROMANIAEUROPESUACODE

CazareRoom onlyEuropean plan(no meals)EP

Cazare cu mic dejun inclus( simplu sau continental)Bed&BreakfastContinental plan( room and continental breakfast)B&BCP

Cazare cu mic dejun englez sau american.Room and English/American BreakfsatBermuda plan ( room and half-board)BP

DemipensiuneDemi-Pension, Half BoardModified American plan ( room and half-board)MAP

Pensiune completaEn pension, Full BoardAmerican plan( room and full-board)AP

TASKS:

1.Which are the main hotel types?

2. True or false

a. room service is charged at the same price as in the restaurant

b. an ..a la carte" menu offers a single price for a three-course meal

c. all- suites hotels are small, upscale apartments hotels catering to student travellers

d. spas are smaller properties catering to people travelling by car

3. Hotels that cater to corporate clients' meetings are called:

a. airport hotels

b. resorts

c.spas

d. conference hotels

4. True or false

Ratings are objective and they should be used to compare hotels throughout the world.

5. Choose the correct answer:

The European plan:

a. includes in the rate the room and breakfa:

b. includes the rooms and all meals

c. includes no meals at all

Rating system (guide)

All-suite hotel

Studio type-room

Minimum stay

Economy / Budget / Limited-service /

Self-catering hotel

Resort / Gaming hotel

Convention / Conference hotel

Quality control

To cater

Audit

Sales

Market research / strategy

Public relations

Engineering department

Financial reporting / statement

Sistem de clasificare

Hotel format numai din apartamente

Garsoniera

Numar de zile minim impus pentru o sedere

Hotel ieftin/de categorie inferioara

Hotel de vacanta

Hotel pentru intruniri

Controlul calitatii

A furniza, a satisface cerinte

Control financiar

Serviciu comercial / vanzari

Cercetare / Strategie de piata

Relapii publice

Serviciul tehnic / intrepinere

Raportare/dare de seama financiara

6.Translate into English

Hotelul Massimo este unul dintre primele 5 hoteluri din oraul nostru si este locul ideal pentru 0 vacanta in care sa uitati de toate grijile. Cele 50 de camere sunt spatioase si decorate cu gust, desi sunt mobilate simplu. Toate au baie proprie, aer conditionat, uscator, televizor si mini-bar.Restaurantul ofera atat 0 bucatarie traditionala, cat si o varietate de specialitati frantuzesti si italienesti.

Hotelul are piscina, sauna, sala de fitness si un teren de tenis.

II. HOTEL DEPARTMENTS

1. Rooms Division - Basic Departments in a full hotel service

A. Front Office

a) Reservations/ Front Desk/ Registration - Checking in

b) Handling guest complaints

c) Updating and checking guest accounts

d) Checking aut

B. Guest services / Uniformed services

C. Housekeeping / Sanitation

D. Engineering and maintenance

E. Security and safety

Rooms division responsabilities:

Promoting and selling the hotel services

Planning the reservations and their records

Monitoring clients' arrival and room status

Greeting the clients

Allocating rooms / keys

Registrating guests

Communicating in / out hotel (phone, fax, telex)

Communicating with other departments

Dealing with guest complaints

Collecting and dispersing payments

Issuing the bill

Maintaining security and safety

Cleaning and maintaining the rooms

A. Front Office

It is well-known the fact that a hotel centres around its Front Office and that is why this department is often called the "heart" of the hotel. All the departments in the hotel are connected to the front office, from engineering/maintenance to the accounting office and from food and beverage department to housekeeping. The impressions generated by the front office staff play a major role in establishing and promoting a positive guest experience.

The duties of the front desk include:

Guest registration (check-in);

room assignment and key dispensing;

providing the guest and the other departments with information;

handling guest complaints;u

updating and checking guest accounts;

collecting and dispersing payments;

checking the guest out.

The Front Office Manager controls and supervises all front office operations with a view to ensuring guest satisfaction.

The Front Office takes care of guest requirements from the moment guests arrive at the hotel until they leave.

The reception staff must work quickly, efficiently and be able to deal well with difficult guests and problems such as overbooking, late arrivals and missing reservations.

The Reception is also responsible for providing numerous services to guests including handling messages, answering questions about hotel services and facilities, and providing financial transactions as needed to support the guest visit.

The Front Office clerks must be careful to give information about the hotel services and facilities and encourage the potential guest to book rooms at the hotel being at the same time careful to watch for the dangers of overbooking.

Front Office Position Titles:

Front Office Manager

Receptionist

Reservation Clerk / Information Clerk

Cashier

POSITION TITLES AND POSITION DESCRIPTION- JOB REQUIREMENTS

Front Office Manager:

Responsible for the direction and supervision of all Front Office staff, operations and services and working to maximize both guest satisfaction and hotel profits.

Informing all Front Office staff of program for day, week, month in writing or verbally.

Inspecting the hotel premises to ensure that rooms and furnishings meet hotel standards.

Identifying P.O.needs and dealing with staff problems e.g. overwork, lateness, and personal

problems.

Handling all daily problems and dealing with serious guest complaints in order to maximize

guest satisfaction.

Recruiting staff, explaining all policies, tasks, procedures and standards and writing references

for staff.

Writing incident / accident reports.

Participating in the selection and training staff process.

Providing the General Manager with current arrival and departure statistics and guest

information and reporting about the Front Office situation.

Providing current information about hotel facilities, services and special events to F.O.

staff and ensuring that staff can provide this information to guest as required.

Receptionist

Responsible for the efficient and courteous communication with guests for all arrival

and departure procedures as well as providing guests with information on hotel services

and facilities.

Welcoming the guests and offering to help the guest, even offering to show rooms if

necessary.

Registers and assigns rooms to arriving guests ensuring that registration cards are correctly

completed giving required information.

Handles check-out of departing guests using hotel standard procedures.

Handles guest requests and complaints promptly.

Providing current information of tourist attractions, restaurants, hotel facilities, services,entertainment facilities and current events in the local area to guests (e.g. breakfast time and place, laundry, sauna, etc).

Ensuring accurate records are maintained and informing other departments of arrivals, room changes, check-outs and special arrangements for VIP's or group guests.

Reservation and Information Clerk

Handles all incoming and outgoing telephone calls and assists guests in arranging for

telephone calls and messages either in house or outside the hotel property.

Giving hotel brochures / explaining types, position, cost of room.

Answering letters / faxes of inquiry; giving address and telephone numbers; giving mail/messages

Providing current information about hotel facilities, services and special events to pro-

spective guests; giving directions in / outside the hotel; explaining facilities of area around hotel/ country; giving tourist information (places of interest, prices, dates); explaining the culture / religion.

Records all reservation bookings ensuring information is accurately recorded including

name, address and contact number of guest, arrival and departure dates and times, r oom type and rate, and payment details.

Records special requests for extra bed or any request for additional service or amenity.

Processes changes and cancellations of reservations and ensures records are amended.

Promotes occupancy and average room rate by actively promoting the property and

using upselling techniques.

Responds to all communications regarding reservations.

Cashier

Responsible for the supervision of all Front Desk financial activities ensuring all transactions are accurately provided and recorded in an efficient manner. Responsible for the maintenance of accurate and current guest ledger accounts and handles guests accounts during check-outs.

Preparing the bill, giving and explaining the bill.

Providing exchange service for cash, traveller's cheques and foreign currency notes for guests and maintaining accurate records of all transactions. Answering queries about payment, by explaining exchange rates.

Taking payment (cash, credit card, cheque, Tcs).

Reception service: reservations and registration

Checking-in / Room allocation:

Checking in / check in time - a system of registration upon arrival at a hotel.

Checking in is a process whereby people register as guests of the hotel, where room assignments are made, and where keys are assigned for guest accommodation:

the front desk staff should always welcome the guests with a friendly smile;

they must be aware of occupancy levels, special guests and hotel activities and events

the front desk staff should also be able to provide complete information about hotel facilities and services.

Tasks:

1. Give alternatives for the underlined words. Develop a dialogue in which the reservation clerk has no room available and he must offer the client an alternative.

Reservation clerk: Hotel Massimo. Good afternoon. Can I help you?

Mr. Andrei: Yes, I'd like to book a double room with bath for this weekend.

Reservation clerk: I see. We do have a room available from the afternoon of the11th August to the morning of the 13th. The rate is $50 per night including continental breakfast.

Mr. Andrei: That will be fine.

Reservation clerk: Could I have your name and address, please?

Mr. Andrei: Yes. It's Mr. Andrei; the address is 16, Cotmeana Street, Brasov.

Reservation clerk: And your telephone number?

Mr. Andrei: 061-324.542.

Reservation clerk: Right. Thank you. We look forward to your visit, Mr. Andrei.

Mr. Andrei: Thank you very much. Good-bye.

Reservation clerk: Have a nice day, sir!

Steps in Talking on the phone

When talking on the phone, all details must be repeated back to caller in order to conirm accuracy.

The receptionist should obtain all relevant booking information including guests full name with accurate spelling; address; arrival date, time, month and year; departure date or nuumber of nights; number of rooms required; number of persons to occupy room; esimated time of arrival or flight details; postal address for correspondence; position in the companywhen applicable.

Then the receptionist should record the date of request for reservation, confirm room rate, note his/her name and sign reservation form, note reference or voucher number for travel agent booking, request credit card number and expiry date when applicable, repeat all recorded booking information to caller and note form of reservation request ex: fax, telephone etc

When answering the telephone, the receptionist should identify the department (Reception), identify him/herself by name (Adriana, speaking!) and offer assistance (May I help you?).

The reception staff must answer telephones promptly and record the messages in a

professional manner.

On hearing whom the caller wants, the receptionist may ask the caller to wait (Hold the line, please!! Just a second, I'll put you through).

If the person is using the phone or if the person doesn't answer, the receptionist will report the situation to the speaker (I'm sorry, the number is engaged / busy; Do you want to hold on? / I'm sorry, there's no answer / reply; I'm sorry, I'm not getting any answer/ reply).

Offering to take a message (if the caller wishes to speak with someone who is not available); this message should include name, company, phone number, time of call and message (Would you like to leave a message? / Can! take a message? / Can! give him a message?).

Offering to arrange a return call (Shall! ask him to call you back?).

JWhen handling guest room change, the receptionist must ensure that guests are given the requested room and upgrade the guest if there has been a problem with former room.

He must not forget to note the room change request on the daily worksheet and then forward the request to the other departments.

After advising the guest on room availability, the receptionist should ask him for a convenient time to make the move, and then arrange for porters to assist with move.

Finally, after the guest has vacated room the receptionist must change room number or status in computer system and advise relevant departments of need for room repair or service if required.

When handling safety deposit boxes, the front desk staff must always ensure security of guests' valuables during check-in and encourage the guest to use safety box deposit facilities.

In case of unexpected early departure, the receptionist should encourage the guest to complete planned stay (if possible) offering assistance (if appropriate).

If the guest really must leave, the receptionist should try and determine the reason for the early departure ifpossible, note in register book, and then notify housekeeping and room service.

In case of an extension of stay, the guest is notified of additional charges and all changes to registration card is recorded at time of request.

Prior to making any changes, the receptionist must determine if the room is available for the extension of stay and notify guest of extension charge. Then he should modify the registration card, the guest folio in computer and then advise reservations and housekeeping departments of extension details.

As concerns currency exchange, the Cashier can explain to hotel guest the rate of exchange and procedures for the exchange of foreign currencies and travellers' cheques accepted by the hotel

.

Handling guest messages and faxes.

The receptionist records the messages accurately and delivers them to the guest rooms

immediately on receipt.

When handling outgoing fax transmissions, the receptionists should check whether the guest name and room number, fax number including country and city codes, name of sender and recipient are noted clearly and then complete outgoing facsimile register.

On receipt of incoming fax, the receptionist must note to whom fax is addressed and then complete incoming facsimile register.

To handle

Records

To update

Room availability

Advance reservations

Overbooking

Occupancy rate

Reservation card, form

Registration card

Key card

Check-in / registration / booking (book in)

Room allocation / assignment

Room board

Phone operator

Switch board

To make a call

Extension

Incoming / Outgoing calls

Wake-up call / early call

To put through

Place of issue

Voucher

A manevra, a se ocupa de

Evidente

A actualiza

Disponibilitate

Rezervari in avans

Suprarezervare

Grad de ocupare

Formular de confinnare a rezervarii

Formular de inregistrare

Legitimatie acces hotel

lnregistrare

Repartizare

Tablou sinoptic cu situatia eamerelor

Telefonista

Centrala eu comutatie mal1uala

A telefona

Interior

Convorbiri interne / externe

Apel telefonic pentru trezire

A face legalura

Locul emiterii unui act

Certificat, act justificativ

Complains

Each client is unique, having his/her own preferences, wishes and needs. Even in the most luxury hotels, guest complaints cannot be entirely avoided; they have either objective or subjective causes, depending on the clients' expectations.

Whenever staff are dealing with complaints, what they must do is:

listen carefully to the guest and express the wish to solve any problem;

be calm, polite, trying not to interrupt or comment until the customer has finished

make a short and clear apology;

repeat the complaint, in order to assure the guest verbally that they have understood

the problem;

evaluate the problem and pass over the complaint to those in charge or, if possible,

deal with it themself;

explain the guest what they are going to do, the action they plan to take;

control the way the problem is solved.

II

Give alternatives for the underlined words:

Guest: Good evening. My name is Mihai Ionescu. I'm in room 106.

F.O. clerk: Good evening, Mr. Ionescu. What can I do for you?

Guest: I don't want to make any trouble, but could you send someone up here quickly?

The air conditioning is making a terrible noise and I can't sleep.

F.O. clerk: I'm very sorry, sir. I'll ask the maintenance engineer to check at once. I'm

sure it won't take long.

Guest: I certainly hope not. It's rather late and I have an important meeting tomorrow

morning.

F.O. clerk: I'm sure everything will be taken care of as quickly as possible.

Guest: Fine. Thank you for your help.

The most frequent reasons of guest complaints are inappropriate staff behaviour and quality

standard of cleanliness and sanitation, delay in repairing the flaws, and slow service.

Vocabulary

Apology I to apologise

Complaint / to complain

Delay

To be short-staffed

To be held responsible

To be awfully sorry

To deal (handle) with a complaint / problem

To do one's best

Misunderstanding

Slow service

Upset / annoyed / angry

There and then

Valuables (gold/silver rings, ear rings,

bracelets, necklaces, watches)

Scuza, a se scuza

Plangere, a face o plangere

Intiirziere, amanare

A duce lipsa de personal

A fi raspunzator pentru

A 'ii parea foarte rau

A rezolva o plangere / o proble!na

A face tot posibilul

Neintelegere

Serviciu 'Incet / servire lenta

Suparat / enervat / nervos

La rata locului

Bunuri de valoare (inele de aur/argint, cercei,

bratari, coli ere, ceasuri)

Updating and checking folios

Preparing Departing Guest Folio must be done after checking its accuracy from registration form.

Front desk staff should also be prepared to adjust inaccurate charges and solve any discrepancies in a prompt and courteous manner and then present the updated folio after correction (if applicable).

Upon guest departure, the receptionist must request the mini-bar usage information and the usage information from the other departments.

The guest accounts will be presented to the guest for checking prior to guest settlement of account, then, after charging to guest account, the receptionist presents the guest with updated folio and request him to check charges on folio. If there are no discrepancies, the bill is issued and the next step would be to ask the guest to return all room keys. Then the clerk should offer to provide the guest with assistance with transportation and luggage.

Finally, the front office clerk wishes the guest a pleasant journey and expresses the

wish that they will return.

Folio(s) / Guest account(s)

To disperse

To check against

To charge to somebody's account

To settle an account

Tabular ledger

To produce I issue a bill

Bill, invoice

Allowance slip

Amount

Financial statement

Itemized bill

Personal cheque

Travel cheque

evidenta contabila

a repartiza pe conturi

a compara cu

a factura

a achita

registru contabil, totalizator

a emite 0 factura

factura, nota de plata

fisa de scazamant (borderou, cupon)

suma

raport financial' contabil

factura detaliata

cec la purtator

cec de calatorie

Invoice: an itemized bill containing the prices which comprise the total charge and terms

Bill: a statement of money owed for goods / services supplied

Checking out

Checking out / check out time - a system of payment upon departure from the hotel /

the designated hour at which hotels expect guests to vacate their rooms.

Tasks:

Give alternatives for the underlined words:

Guest: Good morning. I'd like to check out. My name is Popescu. Room 106. I'm a bit in

a hurry.

F.O. clerk: Just a moment, Mr. Popescu. It won't take long to prepare your bill. If

you'd like to sit down for a moment, please. Here you are. That's the amount payable at

the bottom here. It's an itemized bill, as you can see.

Guest: Yes, everything is all right.

F .O. clerk: How do you want to pay the bi II?

Guest: In cash.

F.O. clerk: Fine, sir. One moment and I'll write out a receipt.

1. Create a reservation form and fill it in.

2. Imagine a dialogue which reflects the process of making reservations.

3. Create a message form and then fill it in.

4. Create an allowance slip.

5. Elaborate an offer presenting hotel services and facilities.

6. Elaborate a satisfactory survey in order to evaluate your guests' level of satisfaction.

Reservati on form I Paradise Hotel - 29 Narciselor Street, Brasov - Reservations

Name of guest: Mr. I Mrs. I Miss ................................................................................................

Address ............................................................

Telephone: .........................................................Arrival date ......................................................

.......... ,...................................................................... a.m. I p.m.

How many nights I Nights ........................

Room ...............................................................Hold until .........................................................

SingleDouble

Rate per night ................................................

How many people ..........................................Clerk ..................................................................

Date ..................................................................

Paradise Hotel - 29 Narciselor Street, Brasov - Reservations

Name of guest Mr. I Mrs. I Miss ................................................................................................

Nationality .....................................................................

Passport Number ........................... Date and Place of Issue ....................................

Address ............................................................

Arrival date and hour ..............................Arrival date and hour ..............................

RoomNo. .........................................................No. of persons ................................................

Charge ...............................................................Clerk ...............................................................

Date ..................................................................

2. Dialogue reflecting the process of making reservations.

- I'd like a (single) room, please.

- Yes, sir I madam. When would that be for?

- The 15112ndl 3rd 14th of January I February I March I April I May I June I July I August I

September I October I November I December.

-Very good, sir. Could I have your name, please? I I'm sorry, sir. I'm afraid we don't have a

(single) room available then.

3.Message form:

PARADISE HOTEL

DATE ..............................

Message for: .......................................... I Room no. ..................

Caller's name: ..........................................

Telephone No: ..........................................

Message: ......................................................................... ,......................................................................

....................................................................................................................................................................

Message received by: ........ "................................

Time: ..........................................

4. ALLOWANCES SLIP

Guest's name ................................... Arrival date ......................................

Departure date .................................

Authorized by ................................................

Room no. .................. Total ..........................................

III. DIFFERENT TYPES OF LETTERS

1. Normal Letter of Complaint

[Your address 1]

[Your address 2]

[Your address 3]

[Postcode]

[Other contact details you may wish to give, phone, e-mail etc]

[Date]

(If you are unsure of the contact details you can search the howtocomplain.com company database from any page on the website).

[Name of contact person, if available]

[Title, if available]

[Company Name]

[Consumer Complaint Department, if you dont have a contact name]

[Company address 1]

[Company address 2]

[Company address 3]

[Postcode]

Re: [Account number, product, service etc]

Dear [Contact Person or Sir/Madam],

On [date], I [bought, rented, had serviced etc] a [name of product with model number, service performed etc] at [location and other details of the transaction].

I am disappointed because your [product, service, billing etc.] has [not performed as it should, was wrong etc] because [state the problem as you understand it giving as much detail as possible].

To resolve the problem I would appreciate your [state the action you require e.g. refund, service performed again etc]. Enclosed is a copy/are copies of the [receipt, contract etc].

I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before seeking help from [government agency, consumer group, lawyer etc. Please contact me at the above address or by phone [give numbers].

Yours sincerely

[Sign]

[Print Your Name]

Enclosures: [state documents you have enclosed , if any]

Cc: [Include Name, Company of anyone you have copied the letter to, if any]

2. Complaint Letter-Goods

[Your address 1]

[Your address 2]

[Your address 3]

[Postcode]

[Other contact details you may wish to give, phone, e-mail etc]

[Name of contact person, if available]

[Title, if available]

[Customer Services Manager, if you don't have a contact name]

[Company Name]

[Company address 1]

[Company address 2]

[Company address 3]

[Postcode]

[Date]

Re: [Account number, goods purchased etc.]

Dear [Contact Person or Customer Service Manager],

On [date], I bought a [name of goods purchased, model number etc.] at [location and other details of the transaction].

I am disappointed because your [name of goods purchased etc.] has [not performed as it should, was faulty etc] because [state the problem as you understand it giving as much detail as possible]. Therefore this product is not [of satisfactory quality, fit for the purpose described] as laid down by the law.

To resolve the problem I require you to [state the action you require e.g. refund, repair etc.] whilst reserving my right to claim against you. Enclosed is a copy/are copies of the [receipt, contract etc].

I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before seeking help from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be found through our complaints procedures section]. Please contact me at the above address or by phone [give numbers].

Yours sincerely

[Sign]

[Print Your Name]

Enclosures: [state documents you have enclosed , if any]

Cc: [Include Name, Company if you want to send a copy of this letter to someone]

3. Complaint Letter-services

[Your address 1]

[Your address 2]

[Your address 3]

[Postcode]

[Other contact details you may wish to give, phone, e-mail etc]

[Name of contact person, if available]

[Title, if available]

[Customer Services Manager, if you don't have a contact name]

[Company Name]

[Company address 1]

[Company address 2]

[Company address 3]

[Postcode]

[Date]

Re: [Account number, service provided etc]

Dear [Contact Person or Customer Service Manager],

On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location and other details of the transaction].

I am disappointed because [the service you provided, your service etc.] was [unsatisfactory, unfinished, defective etc.] because [state the problem as you understand it giving as much detail as possible]. This is in breach of our contract as laid down by the law.

To resolve the problem I require you to [state the action you require e.g. refund, service performed again, rectified etc.] whilst reserving my right to claim against you. Enclosed is a copy/are copies of the [receipt, contract etc].

I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before arranging for the matter to be corrected by a third party at your cost or seeking help from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be found through our complaints procedures section]. Please contact me at the above address or by phone [give numbers].

Yours sincerely

[Sign]

[Print Your Name]

Enclosures: [state documents you have enclosed , if any]

Cc: [Include Name, Company if you want to send a copy of this letter to someone]

IV. BASIC KNOWLEDGE

Greetings/Saying Good-Bye

Salutul

Formal greetings

Good morning!

Good afternoon!

Good evening!

Good night!

Informal greetings:

Hello! / Hi!

Formal: Good bye!

Informal: Bye!

See you soon/later/tomorrow!

See you on Sunday!

See you!

Take care!

I hope we meet again some time!

So long!

How are you? - Very well, and you? / I am fine, thank you! / I'm all right, thank you! / I'm quite

well, thank you! / Well, thanks. / I am glad to see you again.

Introduction/Introducing peopleFormule de salut formale

Buna dimineapa!

Buna ziua!

Buna seara!

Noapte buna!

Salutul intre prieteni / informal

Buna!

Formal: La revedere!

intre prieteni: Pal

Pe curand/pe mai tarziu/pe maine!

Ne vedem duminica!

Ne mai vedem!

Ai grija de tine!

Sper sa ne mai vedem!

Pe curand!

Ce mai faci? - Foarte bine, i tu? / Sunt bine, mulpumesc! / Sunt in regula, mulpumesc!/ Sunt

destul de bine, mulpumesc! / Bine, mulpumesc. / Ma bucur sa te revad.

Formule de prezentare

When meeting (formal)

Allow me to introduce myself!

Allow me to introduce Mr./Mrs .... to you!

May I introduce Mr./Mrs.lMs. X?

Let me introduce ... to you.

I would like you to meet Mr.lMrs.lMs. X.

Answer: How do you do? I

I am glad / pleased / delighted to meet you!

Informal:

My name is ... /l am ...

This is Mr. X.

The lady / gentleman is my husband / my

wife (a friend / my girlthend)

Answer: Nice to meet you!

Glad to meet you!

When leaving

It was a pleasure meeting you!

I hope to have the pleastrreofmeeting you again!

Please, give your wife my best regards.Cand ne intalnim (formal)

Permiteti-mi sa ma prezint!

Penniteti-mi sa va prezint pe dl/d-na ... !

Pot sa va prezint pe dl/d-nald-ra X?

Sa va prezint pe .....

Mi-ar pUicea sa il/o cunoa~teti pe dl/dra/d-ra X

Raspuns: Ce mai faceti?

Sunt bucuros/multumit/indintat sa va cunosc

Informal:

Numele meu este .. .lEu sunt. ..

Acesta este dl. X.

Doamna / Domnul este sotul meu / sotia mea

(un prieten / prietena mea)

Raspuns: indintat de cunostinta!

Bucuros sa va cunosc!

La despartire

A fost 0 placere sa va cunosc!

Sper sa ne mai intalnim!

Te rog, transmite-i sotiei salutarile melc.

Congratulations/WishesFelicitari/Dorinte

Enjoy your meal!

God bless you! (when somebody sneezes)

I wish you a quick recovery!

Pleasant journey!

Have a pleasant holiday!

To you / your health!

The same to you!

The best wishes to you!

Happy holidays!

Merry Christmas!

Happy Easter!

Have a good time!

Congratulations!

Allow me to congratulate you on ...

I wish you all the happiness in the world!

Happy anniversary! I

Pofta buna!

Noroc! / Sanatate!

iti doresc insanato~ire grabnica!

Calatorie pUicuta!

Vacanta placuta!

Pentru tine / insanatatea tal

Multwnesc la fel!

iti doresc numai bine!

Vacanta placuta!

Craciun fericit!

Pa~te fericit!

Distractie placuta!

Felicitari!

Permite-mi sa te felicit pentru ....

iti doresc tot binele din lwne!

La multi ani!

ExcusesScuze

I'm (so, very) sorry/I am awfully sorry!

Excuse me, please!

Please, accept my apologies!

I beg your pardon!

Excuse me, I did not do it on purpose!

Excuse me for keeping you waiting!Imi pare (atat de) rau 1Imi pare nespus de rau!

Scuza-ma, te rog!

Va rog sa imi acceptati scuzele!

Imi cer scuze!

Scuzati-ma, nu am facut-o intentionat!

Scuzati-ma ca v-am facut sa asteptati!

Responding to ExcusesRaspunzand la scuze

It's all right! / That's O.K!

Not at all! / It doesn't matter!

You don't have to apologise!

Don't wont! / Don't bother!

It is / was not your fault!

It happens!

Este in regula! / E O.K.!

Nu face nimic! / Nu este important!

Nu trebuie sa va scuzati!

Nu va temeti / Nu va faceti probleme!

Nu este / a fost vina d-voastra!

Se poate intampla oricui!

What's wrong? Is there anythingwrong?

Expressing sympathy and encouragementAratand in!elegere si incurajand

That's bad luck!

I'm so sony!

I'm terribly sony!

Try not to worry!

Would you like me to ?

Is there anything I can do?

You have all my sympathy for ...

Please accept my condolences for. ..

Can I give you a hand?

Ce ghinion!

Imi pare atclt de diu!

Imi pare nespus de rau!

Incearca sa nu-!i faci griji!

Ai vrea ca eu sa ... ?

Pot face ceva pentru tine?

Ai toata compasiunea pentru .

Condoleantele mele pentru .

Te pot ajuta cu ceva?

RespondingRaspunzand

Thanks!

That would be great!

That's very kind of you!

It's all right!

I can manage, thank you!

Multumesc!

Ar fi minunat!

Este foarte frumos din partea tal

Este in regula!

Ma descurc, multumesc!

Getting peoples opinionsCerand opinile oamenilor

What do you think about this?

What is your opinion about ?

How do you feel about this?

I don't know what you feel, butCe parere aveti despre acest lucru?

Care este opinia d-voastra despre ... ?

Ce credeti despre acest lucru ...

Nu ~tiu care este parerea dvs., dar. ..

A misunderstandingO neintelegere

Sorry?/I beg you pardon

I dont understand you

I have not understood

Could you please repeat that?

Speak slowly, please.

What do you mean?

What have you said?

Be so kind and write these words down/on a sheet of paperScuze?/ Pardon?

Nu te inteleg

Nu am inteles.

Repetati, va rog?

Vorbiti mai rar, va rog.

Ce vreti sa-mi spuneti?

Ce ati spus?

Fiti dragut si scrieti aceste lucruri/pe o foaie de hartie.

Expressing personal opinions and impressionsExprimand pareri personale si impresii

To my mind

As far as I am concerned

It seems to me that

As I see it

Personally I think

I would say

It is all right, but

He/She/It looks ratherDupa parerea mea

In ceea ce ma priveste

Mi se pare ca

Cum vad eu

Sincer eu cred

As spune

E in regula, dar

Mi se pare mai bine

Request/Asking for PermissionCereri/Cerand permisiunea

Please / Will you be so kind and ...

Will you ... / Be so kind and ...

1/ We would like to ...

May 1.. .? / Can 1.. .? Could 1.. .?

Is it possible for me to ... ?

(Do) Allow me to ... / Will you allow me to ... ?

Do you mind my (+ V-ing) /if 1...?

If it doesn't bother you, may I ... ?

Va rog / Ati fi atilt de dragut sa ...

Ati vrea ...

Ne-ar placea ...

As putea ... ?

Mi s-ar permite sa ... ?

Imi permite-ti ... ?

Va deranjeaza daca ... ?

Daca nu va suparati, as putea sa ... ?

Giving PermissionAcordand permisiunea

Yes, of course.

Certainly/Surely.Da, bineinteles.

Cu siguranta/ Desigur

Refusing permissionRefuzand permisiunea

Well, actually ...

Sorry, but. ..

I would love to, but ...

Ei bine, de fapt.. .

Imi pare rau, dar ...

Mi-ar placea, dar. ..

Persuading PeopleConvingand oamenii

I think you might consider. ..

This/It can be ...

... is/are seemingly...

You can trust me ...

I can assure you... Va asigur ...

Just try. ..

I'm sure

Cred ca ati putea lua in considerare ...

E posibil ...

Aparent. ..

Puteti avea incredere in mine

Va asigur ...

Incercati doar. ..

Sunt convins.

Giving AdviceSfaturi

You should /shouldn't ...

You ought to

Make sure you... .

Don't

I think you'd better.. .

It's time...

The best solution is

Ar trebui / nu ar trebuie.

Trebuie neaparat

Asigurati-va ca ati .

Nu ...

Cred ca ati face mai bine sa

Este timpul ...

Cea mai bun a solutie

AgreementAprobare

Certainly I Naturally I Exactly

By all means I Undoubtedly

Agreed I Settled I Not at all

I hope so I I think so I It's possible

Me, too/I couldn't agree more

I like, too/I think you're right

I agree with you

Absolutely/Exactly/ Thats true.

You've got a point.

Desigur I Normal I Exact.

Cu certitudine I Para Indoiala.

De la sine inleles I Stabilit I Deloc.

Sper I Cred I Este posibil.

Si eu I Cu siguranla.

Si mie imi place I Cred ca aveli dreptate.

Sunt de acord cu d-voastra.

Absolut I Exact I Este adevarat.

Aveli dreptate.

DisagreementDezaprobare

It's out of the question I it's impossible

It's hardly probable I it is not up to me

I'm sorry, but there's nothing we can do.

I'm sorry, but it's impossible.

I refuse I I cannot accept (this).

I don't agree at all I It's not true.

You must be joking I You can't be serious!

I wouldn't say so I Do you really think so?

It is not my fault. I I don't really know.

E in afara oricarei disculii I E imposibil.

E putin probabil I Nu depinde de mine.

Imi pare rau, dar nu se poate face nimic.

Imi pare rau, dar este imposibil.

Refuz. I Nu pot accepta asta.

Nu sunt de acord. I Nu este adevarat

Cred ca glumili!1 Nu puteli vorbi serios!

N-as crede. I Chiar credeti asta?

Nu este vina mea. I Nu prea stiu.

ThanksMultumiri

Thank you (very much)! I Many thanks!

I do thank you! I Thank you so much!

With all my thanks!

You are very kind!

It's very kind of you!

I am (so) grateful to you!

Va mullumesc (foarte mult)! I Multe multumiri!

Chiar va multumesc! I Va multumesc atat de mult!

Cu mii de mullumiri!

Sunteli foarte draut.

Este foarte dragut din partea d-voastra!

Va sunt (atilt de) recunoscator!

Answering thanksRaspunsuri la multumiri

Please! I Not at all!

No problem!

It was a pleasure to serve you!

It was a pleasure to be served by you!

Va rog I Pentru nimic!

Nici o problema!

A fost o placere sa va pot ajuta.

A fost o placere sa fiu ajutat de dvs.

Telling your ageVarsta

How old are you?

I am 25 years old.

I was born in the summer of 1978.

I am younger / older than you.

He is over 24. He is of my age. Cati ani aveti?

Am 25 de ani.

M-am nascutin vara lui 1978,

Sunt mai tanar/mai in varsta decat dvs,

El e trecut de 24 de ani. E de varsta mea,

Telling the timeOra

What's the time?

What time is it?

Could you tell the right time?

It is 11 o'clock sharp.

It is about 11.

It's more than 11,

It's midday / noon.

It's midnight.

At what time? When?

The restaurant opens / closes at. ..

It is open / closed at this time.

It's five minutes past 11.

It's 15 past 11.

It is half past 11.

It is 5 minutes to 11.

It is a quarter to 11.

a quarter of an hour / half an hour / three quarters of an hour / for an hour / an hour and a half/

for half an hour / two hours / for 5 minutes / in an hour / an hour ago / a quarter of an hour ago/

half an hour ago / five minutes ago / starting with 9 o'clock / between 10 and II/from 10 to 11/ until 11 oclock/ after 11 /at about 11/very early / too early / very late / too lateCat este ceasu1?

Ce ora este?

Ati putea sa-mi spuneti ora exacta?

Este 11 fix.

Este in jur de 11.

E trecut de 11,

Este amiaza.

Este miezu1 noptii.

La ce ora? Cand?

Restaurantul deschide/ lnchide la

Este inchis/deschis 1a ora asta ....

Este 11 si 5.

Este 11 si 15.

Este 11 si jumatate.

Este 11 fara 5.

Este 11 fara un sfert.

jumatate de oral doua ore/ timp de cinci minute/ intr-o ora/ cu o ora in urma/ cu un sfert de ora in urma/ cu o jumatate de ora in urma/ acum cinci minute/ incepand cu ora noua/ intre zece si

unsprezece/ pana la ora unsprezece/ dupa ora unsprezece/ in jur de ora unsprezece/ foarte

devreme/ prea devreme/ foarte tarziu/ prea tarziu.

Telling the addressAdresa

My address is 66 Franceza Street, Bucharest, sector 2, block 1, entrance 2, 1st (2nd, 3rd, 4th) floor, apartment 12Adresa mea este Strada Franceza, bl. 1, scara 2, primul, (al doilea, al treilea, al patrulea) etaj, ap 12, Bucuresti, sector 2.

Days of the weekZilele saptamanii

On Sunday,

On Monday,

On Tuesday,

On Wednesday,

On Thursday,

On Friday,

On Saturday,

Last week

Next week

This week

In weeks time

Duminica

Lunea,

Martea,

Miercurea,

Joia,

Vinerea,

Sambata,

Saptamana trecuta

Ssptamana viitoare

Aceasta saptamana

Peste doua saptamani

Parts of the dayPartile zilei

the day before the day before yesterday

yesterday

today in this afternoon I in the afternoon

morning I in the morning I

early in the morning late in the morning

(before) noon at noon

(in the) evening tonight

at midnight at night

working day holiday

tomorrow morning

tomorrow evening

the day after tomorrow

always never

New Year's Day New Year's Eve

Easter Christmas

Ziua trecuta

Alaltaieri

ieri

azi

in dupa- amiaza aceasta

dimineata

dimineata devreme

dimineata tarziu

inainte de pranz

la pranz

seara asta

noaptea asta

la miezul noptii

noaptea

zi de lucru

vacanta

maine dimineata

maine seara

poimaine

mereu

niciodata

Anul Nou

Ajunul Anului Nou

Paste

Craciun

Months of the yearLunile anului

In January,

In February

In March,

In April,

In May,

In June,

In July,

In August,

In September,

In October,

In November,

In December.

In the month of April

this month last month

next month

this year

last year next year

in 2004 (in) the 21st century the end of millennium the beginning of millennium

lanuarie,

Februarie,

Martie,

Aprilie,

Mai,

lunie,

lulie,

August,

Septembrie,

Octombrie,

Noiembrie,

Decembrie

In luna Aprilie

luna aceasta luna trecuta luna viitoare

anul acesta

anul trecut

anul viitor

In 2004

In secolul 21

Sfarsitul mileniului

Inceputul mileniului

V.Abbreviations

ACC/ACCOM

ADD

ADV

ARR

ARR/ARRNG

APORX

ASAP

ATTN

BFOR

CI

CIA

CLD U

CFM

AHNG

DEL

DEP

DLY

DOCS

ENC/ENCL

ETA

FAO

FLGT

FVD

INFO

INV

L/C

LST

LTR

MAX

MIN

MTG

N

NO

NXT

OK

O/C

ORD

OURLET

OURTELCON

PLS

POSS

RE/REF

REC

RGDS

RGRT

RPLY

SOONEST

THKS/TNKS

TLX

U

UR

WATT

VST

WK

W/O

WLD U

YRAccommodation

Additional

Advise

Arrive/arrival

Arrange/Arrangement/Arranging

Approximate/Approximately

As soon as possible

Attention

Before

Cost Insurance

Cash in Advance

Could you

Confirm

Change

Deliver/Delivery

Departs/Deparure

Delay

Documents

Enclosure

Estimated time of arrival

For the attention of

Flight

Forward/Send

Information

Invoice

Letter of Credit

Last

Letter

Maximum

Minimum

Meeting

And

Number

Next

I agree/Agreement

Is this ok?

Overchange

Order

Our letter Our telephone call

Please

Possible

About/Reference

Received

Regards

Regret

Reply

As soon as possible

Thanks

Telex

You

Your

Value-Added Tax

Visit

Week

Without

Would you?

Your

VI. SITUATIONAL EXERCISES1. Analyze the following situations in small groups. They express what a receptionist is explaining to different guests. Read them and discuss the questions.

a) Situation one: (on the phone) I can perfectly understand you, sir. We know you are a regular guest in our hotel, but I hope you understand we are in the high tourist season.

Well be overbooked by next week. Could you phone in two or three days to see if we have any cancellation? Or shall we arrange for a booking in a nearby hotel? Will that be all right with you?

1. What does the client want? What kind of guest is he?

2. Whats the real problem?

3. What may be a possible solution to that problem?

4. What would you have done if you were the front desk clerk?

b) Situation two: (to the Rep) Please, we are asking you to check the rooming list thoroughly before you send it to the hotel. We had an incident with two guests last week. They had their vouchers; however, their names were not included in the rooming list. We really had a hard time to solve this problem. Though we tried to contact you by phone, we couldnt get in touch. We hope this will be allright with the guests and that they dont complain. Now we need to check their names against the original list. Could you help us?

Read these items and write right, wrong or I cant tell

1. The receptionist is talking to the rep____

2. It was the representatives fault to have omitted the names___

3. The guests could not have hotel accommodation___

4. The rep was available when the reception staff needed him___

5. The rep has the original rooming list____

1. Complete these mini-conversations with words from the list.

a) A: Whats your _______________ for the coming week?

B: We have enough rooms available.

b) A: Is it possible to have______________ for three people in one room?

B: Sure, madam.

c) A: _________________. May I help you?

B: Is a _______________required for a booking?

A: You should contact the travel agency. Theyll give you the details.

d) A: Id like to make a reservation. Do you have a room with narrow bed for children?

B: Yes, madam.

A: Whats the daily _________?

e) A: Do you have a room with an ________________ for next April 25?

B: Im sorry. Could you phone back next week? We may probably have some _________________

List: cancellations, deposit, rate, availability, accommodation, ocean view, advanced reservation.

2. Put the different choices of words with similar meanings under the correct definitions

High tourist season, chance guest, front desk clerk, regular guest, peak season, repeat guest, direct tourist, returning guest, to book, to reserve, to register, shoulder season, individual guest, reception desk clerk.

a) A person who regularly visits the same hotel is called ______________________________ _______b) The year period during which the greatest quantity of tourists visit a country or a tourist resort is called ______________________________________________________________________c) A tourist who registers directly in a hotel is called a_____________________ ___________________d) The action of being listed for a hotel stay: ________________, _____________or _______________.

e) The person who works at the reception: ________________, _______________or _______________.

3. Role playing activities

a) A: A tourist is on the phone. He wants to make a booking in your hotel. Ask about all the information required (name, reservation time, how long he is staying, quantity of persons with him, kind of room)

B: You would like to make a reservation for a two-week stay at Atlantico Hotel. Call the hotel advanced reservation department. Give the required information and make your own requests.

b) A: A tourist is on the phone. He wants to make a booking for the coming week, but by this time the hotel will be overbooked. Explain the situation and offer an alternative solution. Try to be polite.

B: You are trying to make a booking at Atlantico for the coming week. You are a returning guest and you can not wait to come back to the hotel. You would like to stay there and not in any other one.

c) A: A tourist is on the phone. He wants to confirm his own requests. Attend to him properly

B: You are phoning the hotel to confirm your requests. You had asked for a king size bed and a balcony, you just married and will be spending your honeymoon at Brisas Hotel.

d) A: A guest who just arrived came down to the reception to complain about his room. It was not the type of room requested. Apologize to him, explain the situation (one of the hotel sections is closed), and offer a possible solution. Be calmed and polite, smile to the guest.

B: You just arrived to the hotel and they showed you the room. But you can not bear your disappointment; this is not the kind of room you requested. You paid the money to the travel agency for a room with a balcony and this one doesnt have one. Say you will claim to the travel agency if they dont solve the problem. Listen to the proposals and make a decision.

e) A: A guest came down to the reception and is asking you different questions. Try to give the appropriate responses. If you are not sure what to say, then consult an experienced receptionist.B: Its your first time in Cuba and in the hotel, and you would like to get some information about different aspects, so you go down to the reception to find out:

- what you have to do if you want to go to an excursion

- if someone was ill where he could get medical attention

- what to do if you wanted to eat at the special food restaurants

- what places are worth seeing outside the hotel

- if you could reserve directly when you decided to come back to the hotel

- what type of room may be appropriate for a family with two children

- what to do if you forgot your safe code combination to open it4. Read the conversations between the receptionist and the arriving guests in these situations and the solution given to each problem. Answer the questions below and act out the conversation in pairs.

Conversation A

R: Welcome to our hotel! Did you have a nice trip?

G: Oh! Not a very good one. Our plane was delayed for two hours; there was a snowstorm... then three and a half hours on that plane where we sat like sardines, plus an hour to pass through customs and get our luggage, and finally an hour to get here from the airport. To be honest, Im really exhausted.

R: Oh! Im really sorry about that. Could I see your voucher and passport, please?

G: Sure. Here they are.

R: Will you rent a safe, sir? You have that facility in your room. The rate is a peso per day.

G: Thats a good idea. Can I pay with my credit card? Here it is.

R: Sure, let me just check it. Oh! Im sorry. This card is already expired. Im afraid youll have to pay in cash, sir.

G: Thats ok.

a) Answer these questions.

1. Why didnt the guest have a very nice trip?

2. What facility does the receptionist advertise?

3. How will the guest pay?

4. Whats the problem with his credit card?

Conversation B

R: May I help you?

G: Yes, We just saw our room and we are not very happy about it. We requested a room with ocean view, and the one you gave us has a garden view.

R: I understand you, Sir. Most guests request this type of room and only thirty percent of our rooms have ocean view. How could we please everyone?

G: I paid the travel agency for the ocean view room. Ill sue them when I get back.

R: We are really sorry, Sir; we would really like to please you right now, but it is really out of our hands. Anyway, as soon as we have one available well move you in.

G: Oh! Thanks, youre very kind.

b) Answer these questions.

1. What does this guest complain about?

2. What explanation does the front desk clerk give him?

3. What solution does he offer him?

4. Would you have done the same?

Conversation C

R: May I help you?

G: Yes, I had a booking for this Guardalavaca Club Amigo Hotel. Now my rep informs me Ive been transferred to Las Brisas. Is there any possibility to stay here anyway?

R: We would really like to please you, madam; but the hotel is at full capacity. You are not the only case; other guests have been transferred too. But you have been very lucky. Las Brisas is a very beautiful hotel with more and better facilities. Im sure you will love it.

G: That I was told, but my friends had recommended me this one because of its friendly staff.

R: Thanks a lot. Your words make us feel happy and proud. But Im sure you wont regret meeting Las Brisas staff. They are excellent people too.

G: I hope so.

R: Im sure you will enjoy Las Brisas. And wed love to have you here next time.

G: Ok, thanks.

c) Answer these questions:

1. What happens to this guest?

2. What is she claiming?

3. What does the receptionist explain?

4. Has the receptionist been professional in handling this case?

Conversation D

R: So, definitely you dont have your voucher. Do you?

G: To be honest, I dont have the slightest idea where it could be. I dont even remember if they ever gave it to me at the travel agency.

R: Then, Im really sorry, but in that case youll have to pay in cash for the first night, just until we handle the situation with your rep; he can issue a new voucher for you. I just hate to annoy you but this is a company procedure we have to follow.

G: No, thats ok. Its entirely my fault. Now, it means that if the rep issues that voucher I can get my money back, isnt it?

R: Oh, sure you will.

d) Answer these questions

1. Whats the problem with this guest?

2. Did the receptionist take the right decision?5. Handle the following situations at the reception.

a. A guest who is checking in claims that he has been given two single beds when the travel agent in Canada promised that he would have a king size bed.

b. A couple of guests with children arrived from the airport at noon. When they checked in the front desk staff told them their room would be ready by 3:00 pm, now it is 5:00 pm and the room is not ready yet. They are very tired and so are their children.

c. A guest had booked this hotel in Canada and since the very beginning he requested a room in section 500 (a friend who had already been here told him they were the best rooms). However, when he checked in he was allocated in section 200. Now he is complaining.

d. A guest who arrives to the hotel with his wife and his three-year-old daughter has the hotel voucher but to his surprise the front desk clerk tells him that he is not in the rooming list, that the hotel is full and that he will probably have to be relocated at another hotel. He requests to talk to his rep, but he feels he should not pay for that phone call.What can be done about it?

The check out process in most hotels is at around 2:00 pm, so that the housekeeping staff has enough time to clean and make the rooms before the next group arrives.

Transfer out to the airport is usually in the evening; therefore, many guests feel they are under pressure to leave their rooms earlier than expected. Even though they can enjoy all the hotel facilities and services in the meantime, some of them feel the need to use the room until the last minute. This may be possible whenever the client pays an extra rate to extend his stay in the room. But still some think it is not fair and consider they have already paid for everything till the last minute.2. After analyzing the previous situations, say Right or Wrong according to the information you read. Explain the wrong items. a. Hotel guests are required to leave their rooms as soon as they have checked out.

b. The housekeeping staff doesnt have enough time to make the rooms before the next group arrives.

c. As they wait for the transfer to the airport they are not allowed to consume any food, drinks or enjoy the hotel facilities.

d. The guests have to pay for extending their stay in the rooms.

e. Most guests consider it is fair paying an extra rate for extending their stay.

3. You are a receptionist checking out guests. Reply to the following requests.

G: Id like to extend my stay. Is it possible?

R: _________________________________

b. My transfer to the airport is at around six. Its only 2:30; can I stay in my room until 5:00 p.m., please?

R: _________________________________

4. Now, get ready to persuade an irate guest about what is the regular procedure to extend his stay in the room. He doesnt want to pay extra money.

5. Handle the following situations at the reception. What could you do to solve the problem?

a. A client is checking out, however his towels have been stolen and the front desk clerk tells him he must pay 15.00 CUC for each. He feels this is outrageous and he simply refuses to pay.

b. A guest is checking out, everything has gone great until the receptionist tells him that he has to pay for several phone calls that were never made. The client is extremely angry. Finally you find out that a mistake has been made.

c. A guest who requested a taxi to the airport has been waiting for more than half an hour. He is desperate because it is 5:00 p.m. and his plane leaves at seven. He talks to the bellboy at the door.

THE ARTICLEArticolul hotrt (The Definite Article) THE

Articolele n limba englez sunt invariabile. Aceasta nseamn c nu se schimb n concordan cu genul sau cu numrul substantivului la care se refer.

Exemple: the boy, the woman, the children 'The' se folosete: 1. pentru ca arta c ceva deja s-a menionat. Example: An elephant and a mouse fell in love.The mouse loved the elephant's long trunk,and the elephant loved the mouse's tiny nose. 2. cnd i vorbitorul i asculttorul tiu despre ce se vorbete, chiar dac nu s-a menionat mai devreme. Example: 'Where's the bathroom?' 'It's on the first floor.' 3. n propoziii sau pri de propoziii unde definim sau identificm un obiect sau o persoan n mod specific. Examples: The man who wrote this book is famous.'Which car did you scratch?' 'The red one.My house is the one with a blue door.' 4. pentru a ne referi la obiecte pe care le considerm unice. Examples: the sun, the moon, the world 5. naintea superlativelor i a numeralelor ordinale. Examples: the highest building, the first page, the last chapter. 6. cu adjective pentru a ne referi la un grup ntreg de oameni: Examples: the Japanese, the old 7. cu nume de pri geografice i oceane: Examples: the Caribbean, the Sahara, the Atlantic 8. pentru decenii sau grupuri de ani: Example: she grew up in the seventies

Articolul nehotrt (Indefinite Article) A / AN Folosim 'a' cu substantive care ncep cu consoan . 'an' cu substantive care ncep cu vocal (a,e,i,o,u) Examples: A boyAn appleA carAn orangeA houseAn opera

NOT:An naintea lui h mut - an hour, an honour.A naintea lui u i eu cnd sunt citite ca 'you': a european, a university, a unit

Articolul nehotrt se folosete: pentru a ne referi la ceva pentru prima dat:An elephant and a mouse fell in love.Would you like a drink?I've finally got a good job.

pentru a ne referi la un membru care face parte dintr-o clas specific Examples:

pentru nume de slujbe: John is a doctor.Mary is training to be an engineer.He wants to be a dancer.

pentru naionaliti i religii : John is an Englishman.Kate is a Catholic.

pentru instrumente musicale: Sherlock Holmes was playing a violin when the visitor arrived.

pentru nume de zile: I was born on a Thursday

pentru a ne referi la un anume fel de sau un exemplu de ceva anume: the mouse had a tiny nosethe elephant had a long trunkit was a very strange car pentru substantive la form de singular dup cuvintele 'what' i 'such':What a shame!She's such a beautiful girl. pentru a ne referi la un lucru, obiect sau peroan:I'd like an orange and two lemons please.The burglar took a diamond necklace and a valuable painting.

De observat c de obicei spunem a hundred, a thousand, a million.EXCEPII N UTILIZAREA ARTICOLULUI NEHOTRT Cnd nu este articol:

pentru nume de ri (dac este la singular)Germany is an important economic power.He's just returned from Zimbabwe.(But: I'm visiting the United States next week.)

pentru nume de limbi:French is spoken in Tahiti.English uses many words of Latin origin.Indonesian is a relatively new language.

pentru nume de mese:Lunch is at midday.Dinner is in the evening.Breakfast is the first meal of the day.

pentru numele unor persoane (dac este la singular): John's coming to the party.George King is my uncle.(But: we're having lunch with the Morgans tomorrow.)

pentru titluri i nume: Prince Charles is Queen Elizabeth's son.President Kennedy was assassinated in Dallas.Dr. Watson was Sherlock Holmes' friend.(But: the Queen of England, the Pope.)

dup cazuri de posesiv cu 's:His brother's car. Peter's house.

pentru a numi profesii: Engineering is a useful career.He'll probably go into medicine.

pentru nume de magazine:I'll get the card at Smith's.Can you go to Boots for me?

pentru ani:1944 was a wonderful year.Do you remember 1995?

pentru substantive nenumrabile: Rice is the main food in Asia.Milk is often added to tea in England.War is destructive.

pentru nume individuale de muni, lacuri i insule: Mount McKinley is the highest mountain in Alaska.She lives near Lake Windermere.Have you visited Long Island?

pentru nume de orae, strzi, staii i aeroporturi: Victoria Station is in the centre of London.Can you direct me to Bond Street?She lives in Florence.They're flying from Heathrow.

n anumite expresii fixe. De exemplu:

by car

at schoolby train

at workby air

at Universityon foot

in churchon holiday

in prisonon air (in broadcasting)

in bed

Put A/An or no article:

There were many dogs in the park. One dog was ___ Dalmatian.

Pandas and ___ tigers are both endangered animals.

She is wearing ___ blue dress with red earrings

Hawaii is ___ island in the Pacific Ocean.

Christmas comes once ___ year.

___ ant is __ insect.

The Nile is ___ river.

I went to the shop to get ___ bread.

He broke ___ glass when he was washing dishes.

You should take ___ umbrella.

Exercise 7 Decide dac trebie s foloseti articolul hotrt >the< sau nu. Dac nu ai nevoie de articolul >the