Донецький національний університет економіки і торгівлі

Донецький національний університет економіки і торгівлі

Імені Михайла Туган-Барановського

 

 

Кафедра іноземних мов

 

Н. О. Воловик, Г. М. Долецька

 

Туристичний бізнес

 

Навчальний посібник

для студентів спеціальності «Готельно-ресторанна справа»

 

 

Затверджено на засіданні кафедри

іноземних мов

протокол № 9 від 18.11. 2010 р.

 

Схвалено навчально-методичною

радою ДонНУЕТ

протокол № ___ від ___________ 2010 р.

 

 

Донецьк 2010

ББК 65.433я73

В 45

УДК 338.48(075.8)

 

 

Рецензенти:

канд.філол.наук, доц. Н. О. Жданова,

ст.викл. В. В. Смазний

 

Воловик Н. О.

В 45 Туристичний бізнес [Текст]: навч. посіб. для студ. спец. «Готельно-ресторанна справа» / М-во освіти і науки України, Донец. нац. ун-т економіки і торгівлі ім. М. Туган-Барановського, Каф. інозем. мов; Н. О. Воловик, Г. М. Долецька. – Донецьк: [ДонНУЕТ], 2010. – 208 с.

 

Мета посібника є навчання фахівців у галузі туризму та сервісу професійно-орієнтованому спілкуванню на англійській мові, розвиток вмінь та навичок усного та письмового спілкування у контексті як майбутньої професійної комунікації, так і безпосереднього спілкування з іншомовними партнерами та клієнтами.

Головна позитивна якість посібника у його комунікативній спрямованості, комплексній організації навчального матеріалу та взаємопов’язане навчання усім видам мовленнєвої діяльності. Текстовий матеріал уроків автентичний.

Перевірочні завдання, що увійшли у посібник призначені оцінити рівень та глибину засвоєння вивченого матеріалу.

Посібник розрахований на студентів спеціальностей: «Готельно-ресторанна справа» та «Туризм».

 

 

ББК 65.433я73

© Н. О. Воловик, Г. М. Долецька, 2010 © Донецький національний університет економіки і торгівлі імені Михайла Туган-Барановського, 2010

Зміст

 

передмова…………………………………………………………………..
Unit 1. HOSPITALITY IN HISTORICAL PERSPECTIVE………………….
Unit 2. THE STRUCTURE OF MODERN HOSPITALITY INDUSTRY……
Unit 3. SERVICE CHARACTERISTICS OF HOSPITALITY INDUSTRY…
Unit 4. CONSUMER BEHAVIOR IN HOSPITALITY MARKET…………...
Unit 5. MARKETING OF HOSPITALITY SERVICES………………………
Unit 6. MARKETING ENVIRONMENT OF A HOSPITALITY COMPANY…………………………………………………………….
Unit 7. MARKETING INFORMATION SYSTEMS………………………….
Unit 8. GROWTH AND MANAGEMENT OF HOSPITALITY BUSINESSES…………………………………………………………
Unit 9. hotels……………………………………………………………….
Unit 10. restaurants……………………………………………………..
Unit 11. forms of tourism………………………………………………
Unit 12. Jobs and careers at tourism and hospitality industries………………..
Unit 13. Run your own business………………………………………

 

Передмова

 

Специфіка роботи фахівців з сервісу та туризму передбачає спілкування з іноземними, отже, іншомовними партнерами та клієнтами, цьому ведення професійної діяльності англійською мовою, широко відоме як lingua franca, є необхідною умовою професійної компетенції майбутнього фахівця.

Розвиток міжнародних та туристичних зв’язків України актуалізує необхідність підготовки висококваліфікованих кадрів для галузі туризму та сервісу, тому метою навчання англійській мові є підготовка до фахового міжкультурного спілкування.

Посібник призначається для студентів вищих навчальних закладів та факультетів туристичного профілю, слухачів спеціальних курсів англійської мови, а також спеціалістів, що працюють у галузі сервісу, туризму та самостійно вивчають мову.

Текстовий матеріал посібника є базовим у тематичному та лексичному сенсі та може бути доповнений граматичним матеріалом за бажанням викладача згідно рівня граматичних навичок тих, що навчаються. Посібник також може бути доповнений регіональним компонентом залежно від регіону та професійної діяльності майбутніх фахівців.

Метою посібника є навчання майбутніх спеціалістів професійно-орієнтованому спілкуванню, розвиток вмінь та навичок усного та письмового спілкування у контексті професійної комунікації.

Кожний урок спрямований на активізацію розумової діяльності тих, що навчаються та мотивацію вивчення матеріалу, більшість завдань персоніфіковані та орієнтовані на особистий досвід або його проекцію.

Шановні колеги та студенти, бажаємо вам цікавої, творчої та плідної роботи!

UNIT 1.

HOSPITALITY IN HISTORICAL PERSPECTIVE

LESSON 4: REVIEW EXERCISES

1. Discuss the following concepts and notions:

the table d'hote, a la carte menu, catering, institutional food service, a leasing arrangement, franchising, a management contract, B&B, the American plan, the European plan, the fast-food industry, commercial and noncommercial enterprises, a rest house, a hamburger chain, drive-ins, a hierarchy of eateries, a reservation system, a partnership arrangement, up-front financing, an incentive fee, cash flow, real estate, an equity partner.

 

2. Give your definitions of the following topical words and phrases:

a fare, a beverage, to eat out, a full-service restaurant, a cafeteria, a canteen, overnight accommodation, to cater to, a stopover, a highly-seasoned dish, on the premises, a convivial atmosphere, a landlord, a carhopper, a developer, a trademark, a fee, an outlet, gross sales, a brand name hotel, contract provisions.

 

3. Choose a topic for Project Work from those given below:

1. The values of hospitality that existed in the past and are still valued today.

2. Changes of the respectability of innkeepers since ancient times.

3. The concept of modern hospitality.

4. How has the tendency for globalization of economy affected hospitality industry?

UNIT 2.

THE STRUCTURE OF MODERN HOSPITALITY INDUSTRY

LESSON 4: REVIEW EXERCISES

1. Discuss the following concepts and notions:

table d'hote, a la carte menu, French service, American service, Russian service, buffet service, an independent tourist, a group inclusive tour, ecotourism, recession, the front of the house, the back of the house, a market segment, the mass market, position­ing, the guest count, the average guest check, fixed and variable expenditures, operating expense, operating profit, net profit, a multiplier effect, a green industry, GNP.

 

2. Give your definitions of the following topical words and phrases:

accommodation, entertainment, a location, a covert, a destination, an escort, a retail store, a fitness center, real estate, a shopping mall, dining out, cuisine, the catchment area, failure rate, to patronize, saturation, viability, deprecation, to fluctuate, payroll, maintenance, the host community, a dual-income couple, a minivacation, gilded youth, a traditionalist.

 

3. Choose a topic for Project Work or an Essay from those given below:

1. How do hotels cater to the needs of business and leisure in reference to the resorts and airport hotels?

2. Is it possible to create a full-service luxury restaurant chain? Why not? Arrange a talk show on this issue.

3. Economic impact of tourism and the organizations that control or further it.

4. The positive and negative impacts that tourism can have on a host country. Arrange a talk show on this issue.

 

UNIT 3.

SERVICE CHARACTERISTICS OF HOSPITALITY INDUSTRY

 

LESSON 3: CONTACT PERSONNEL

Reading:

Efforts to control consistency in the hospitality industry are some­times unsuccessful because concentration is not placed on the right areas. In the book called You Can't Lose If the Customer Wins Ron Nykiel, a former vice-president for Stouffer Hotels discusses the areas in the hotel on which employee – customer contacts take place. He calls these areas "points-of-encounter". Here is an extract from this book which begins with an imaginary journey in which the readers are invited to stay at the imaginary hotel called King's Crown. "Our flight has just landed and you decide to call the hotel so that to inform the hotel that we are here and arrange for a pickup in their van. You find a phone booth and dial the number.

Encounter Point 1: The Voice on the Phone. The phone is ringing and ringing and ringing. After what seems like eternity a voice answers, "Hello!" You wonder if this is really King's Crown Hotel and not the hell. Before we can say more, the voice says, "Please hold on," and is gone. When it returns, you state the purpose of your call. "But you are booked for tomorrow, are you sure you're here?" After a considerable discussion, you are told that you can have a room, but all the nonsmoking ones are gone. Fortunately, there is one available since the previous guest just died of emphysema, leaving available space. Wait for a van near Terminal 2.

Encounter Point 2: Our Delightful Driver. After twenty-nine minutes of your waiting under cold drizzle, the van arrives. A no uniformed individual of questionable gender tells us that someone forgot to tell (him/her?) that passengers were waiting until just now, so (he / she?) cannot be blamed for being late. Mr or Ms driver got a bad disk out of joint yesterday, so we have to place our bags in the van. Arriving at the hotel we unload the bags, but find our driver waiting with palm up.

Encounter Point 3: The Invisible Bell Person. Thirty centimeters before dragging ourselves to the front desk, a uniformed porter emerges from thin air and attempts to "de-bag" us. Having dragged tonnage this far, we reject the offer only to be given that look of "miserable low-class skinflints".

Encounter Point 4: The Front Desk. The Bell Cap is not the only person to suddenly emerge as now a Convention of Royal Muskrats in front of us to the only desk clerk on duty. Forty-seven minutes later it is our turn. You guessed it; reservation did not relay the message that we were coming and the body still has not been removed from that single remaining smoke-filled vacant available room. Suddenly, the desk clerk asks if we don't love the appearance of the lobby, which was just renovated with pure gold at a cost of $ 365 million. Ten minutes later we are being escorted to the police station for attempted murder of a desk clerk."

 

 

Exercises:

1. Find in the text the following topical words and phrases, make sure that you are able to explain in English what they mean, and add them to your working vocabulary:

a point-of-encounter, a phone booth, to arrange for a pickup, to book smb, to unload the bags, a bell person, a front-desk clerk, to relay the message, to renovate the lobby.

 

2. Explain in English what is meant by the following phrases:

"Please hold on!", nonsmoking rooms are gone, a guest died leaving available space, a no uniformed individual of questionable gender, our driver is waiting with palm up, a porter attempts to "de-bag" us, a look of "miserable low-class skinflints", for attempted murder of a desk clerk.

 

3. Answer the following questions:

1. Who is the author of the book from which this extract is taken?

2. What can you say about the style his book is written in?

3. What does Ron Nykiel mean by a point-of-encounter?

4. What was the purpose of calling to the hotel?

5. Why did they have to wait so long before being answered on the phone?

6. What was their first surprise?

7. What solution was proposed by the reservation office?

8. Why did they have to wait so long before being picked up by the hotel van?

9. What was wrong with their driver?

10. What problem did they confront at their arrival at the hotel?

11. Why did they reject an offer of help from the porter?

12. How long did they stand in line before the reception desk? Why so long?

13. What did they learn from the desk clerk?

14. Why did they feel like murdering the desk clerk at the end?

 

LESSON 4: REVIEW EXERCISES

1. Discuss the following concepts and notions:

an organization image, internal marketing, fam trips, greening, managing the tangible evidence, points-of-encounter, room service.

 

2. Give your definitions of the following topical words and phrases:

consistency, to tangibles a service, a trade mark, intermediaries, travel writers, facilities, a meeting planner, a conventioneer, a door clerk, a desk clerk, a concierge, a fern bar, a trade dress, to bring a suit against smb, a resort hotel, reception, a hotel voucher, a rest room, a consistent product, peak demand, to arrange for a pickup, to relay a message, available space, "de-bagging", a return customer, a check-out counter, a positive attitude.

 

5. Choose a topic for an Essay from those given below:

1. The four characteristics of the hospitality industry and how they relate to the purchase of a meal at a fine restaurant.

2. Identify the physical evidence used by your favorite (or just one which you know) restaurant or a hotel to tangibilize their products.

3. The common management practices that restaurants use to provide a consistent product.

UNIT 4.

CONSUMER BEHAVIOR IN HOSPITALITY MARKET

 

LESSON 4: REVIEW EXERCISES

1. Discuss the following concepts and notions:

a reference group, a lifestyle, beliefs, attitudes, the buyer decision process, post purchase behavior, adoption of the new product, family planning, a cultural shift, group dynamics, the Influencer, the Decider, the Buyer, the User, cognitive dissonance.

 

2. Give your definitions of the following topical words and phrases:

an occupation, a self-image, motivation, consumption pioneers, early adopters, early majority, late majority, laggards, the social elite, the new rich, to consume conspicuously, to keep up with the trends, to be on welfare, principle-oriented buyers, status oriented buyers, action-oriented buyers, selective exposure, selective retention, positioning, to affect revenue, a buffet section, a "lovely treat", a companion, a parking lot.

 

3. Choose a topic for Project Work or an Essay from those given below:

1. Choose some American restaurant concept that you would like to work in Moscow. How will cultural and social factors work for or against the success of this restaurant? Arrange a talk show on this issue.

2. Apply the five stages in the buyer decision process to your selection of a destination for your summer vacation.

3. Why is the post purchase stage included in the model of the buying process? Discuss its importance and the possibilities of hospitality industry to make this stage more enjoyable for a guest.

UNIT 5.

MARKETING OF HOSPITALITY SERVICES

LESSON 4: REVIEW EXERCISES

1. Using the given Recall Pattern, explain the meanings and interrelations of the key notions which are arranged in it:

2. Discuss the following concepts and notions:

marketing, a market, a target product, a transaction, promotion, relationship marketing, marketing management, a bundle of benefits, the Societal Marketing Concept, the Production Concept, the Product Concept, the Selling Concept, the service code.

 

3. Give your definitions of the following topical words and phrases:

an offer, short-run profit, customer retention rate, overtime expenses, out-of-date, distribution efficiency, to miss the point, a public-interest group, an ant drunk driving group, a resort developer, happy hour function, to monitor smth, a survey, to customize menu, a supplier, a kick-off party, to overcome hurdles, hometown, production specifications, a pricing structure.

 

4. Choose a topic for Project Work from those given below:

1. Some managers view the purpose of business as making a profit, while some view this purpose as creating and retaining a customer. Arrange a talk show on this issue.

2. Do you know any other fast-food restaurant as market oriented as McDonald's? Find as much material about it as you can and speak about it.

3. Aeroflot decided to make all its international flights smoke-free. Do you think the smoking ban was a good decision on Aeroflot's part? Arrange a talk show on this issue.

UNIT 6.

MARKETING ENVIRONMENT OF A HOSPITALITY COMPANY

 

LESSON 4: REVIEW EXERCISES

Exercises:

1. Using the given Recall Pattern, explain the meanings and interrelations of the key notions which are arranged in it:

Natural Technological Environment

2. Discuss the following concepts and notions:

marketing environment, micro- and macro environments, the environmental analysis, spending patterns, consumerism, the demographic situation, public-interest groups, a leisure package, a spending splurge, recession, time-saving products, unrestrained business behavior, a birthrate, deceptive advertising, business meals, unfair competition.

 

3. Give your definitions of the following topical words and phrases:

suppliers, intermediaries, a competitor, public, seniors, household income, a dual-income family, a shipment, an airline fare, a media firm, real income, interest rate, continuous education, college tuition, adult-only pastime, day-care services, takeout food, a room opener, seamless connectivity, a smart card, a conventional procedure.

 

4. Choose a topic for Project Work from those given below:

1. What environmental trends will affect the life of Moscow restaurants at the beginning of the new century? If you were the manager of a small restaurant, what plans would you make to deal with these trends? Arrange a talk show on this issue.

2. How have environmental trends affected the design of hotels throughout the 20^th century?

3. If we have little control over the macro environment, why should we bother about it? Arrange a talk show on this issue.

UNIT 7.

MARKETING INFORMATION SYSTEMS

 

LESSON 4: REVIEW EXERCISES

Exercises:

1. Discuss the following concepts and notions:

observation, a survey, an experiment, a structured and unstructured interview, information-based economy, guest comment cards, a disguised shopper, an economy hotel.

 

2. Give your definitions of the following topical words and phrases:

front-desk reports, cash flow, a matched group of people, a performance report, update, a mega shift, an on-the-spot decision, an incident report, a sales blitz, to alert smb, career expectations, a consumer perception survey, price sensitivity assessment, to rate high (low), to skew the results, invasion of privacy.

 

3. Choose a topic for an Essay from those given below:

1. Explain why defining the problem and research objective is often the hardest step in the research process.

2. The advantages and disadvantages of using guest comment cards.

3. Which type of research would be the most appropriate in the following situations and why? (a) McDonald's wants to investigate the effect that children have on the choice of meals, (b) Hilton wants to gather information on how business travelers feel about food service in its restaurant.

 

UNIT 8.

 

 

GROWTH AND MANAGEMENT OF HOSPITALITY BUSINESSES

 

LESSON 2: DECISION-MAKERS

Reading:

As it implements its strategy, the firm needs to track results and monitor new developments in the environment. Peter Drucker pointed out that it is more important to do the right thing (being effective) than to do things right (being efficient). And doing the right things right means making the right decisions at the right levels.

Top managers tend to focus most of their time on strategic planning, the organization mission, and controlling the activities of the corporation. They do not get involved in day-to-day aspects of the operation. They fall to supervisory management. In hospitality lingo, one would not expect Bill Marriott to pull a shift behind the bar at the local Marriott hotel. Thus, although the head bartender and Bill Marriott may be both considered managers, the levels of their decision-making are different. The success of all organizations depends on the quality of decision making. There are two types of decisions: programmed and nonprogrammer. Programmed decisions recur on a regular basis – for example, when the number of steaks goes below a specified number, an order for more is automatically placed. Programmed decisions generally become a standard operating procedure (SOP). A nonprogrammer decision is nonrecurring and made necessary by unusual circumstances, such as which computer software a restaurant should install, or whether to expand by franchising or company-owned restaurants. Nonprogrammer decisions call for greater analysis, innovation, and problem solving. When decision-making is centralized, the decisions are made at the corporate level and are channeled down the chain of command. Lower-level employees simply follow policies and procedures. Marriott is an example of such company. However, even centralized corporations have adopted initiatives, which have given more leeway to the front-line employees to do whatever it takes to satisfy the guest. The more decisions made at lower levels, the more decentralized an organization is said to be.

The term span of management (or span of control) refers to the number of people that one manager can effectively manage. The number of people that a manager can supervise depends on the type of organization (centralized versus decentralized) and the degree of its sophistication in terms of efficiency and effectiveness. The trend today is for the span of management to increase to twelve or more, instead of six to eight subordinates. It reduces costs and increases efficiency by allowing a greater say in the operation at all levels.

 

 

Exercises:

1. Find in the text the following topical words and phrases, make sure that you are able to explain in English what they mean, and add them to your working vocabulary:

to monitor the developments, an organization mission, a bartender, programmed and nonprogrammer decisions, to place an order, SOP, to be channeled, span of control.

 

2. Write out from the text the sentences or their parts which contain the words and phrases given below and translate them into Russian:

to track results, in hospitality lingo, to pull a shift, a front-line employee, the degree of sophistication, a subordinate, to recur on a regular basis, nonrecurring.

 

3. Answer the following questions using the topical words and phrases:

1. Why is it necessary for a company to revise its strategies?

2. Which is more important for a manager – to be effective or to be efficient? What is the difference between these two synonyms?

3. What decisions are called programmed and what nonprogrammer? What type of decisions would you think more typical to make for managers in big organizations? Why?

4. What are the supervisory managers expected to do?

5. How are decisions channeled in centralized organizations?

6. How are the decisions made and spread in decentralized organizations?

7. What is meant by a span of control? Why has it increased recently in hospitality corporations?

 

LESSON 4: REVIEW EXERCISES

Exercises:

1. Discuss the following concepts and notions:

conceptual skills, human skills, technical skills, levels of management, strategic planning, the external analysis, the strengths / weaknesses analysis, a strategic business unit, the growth/share matrix, management by objectives, quality control, total quality management, span of control, contingency theory, transformational leadership, "grapevines".

 

3. Give your definitions of the following words and phrases:

marketing opportunities, marketing threats, organization competency, to be rated, the annual growth rate, question marks, cash cows, stars, dogs, harvesting, divesting, short-range planning, disposition of resources, an organization mission, programmed decisions, nonprogrammer decisions, front-line employees, to recur on a regular basis, nonrecurring, internal guests, error detection, a top-down process, participative, indispensable, to soar or to plummet (about stock), an employee turnover, a customer survey, to be in short supply.

 

4. Choose a topic for Project Work or an Essay from those given below:

1. The advantages and disadvantages of the portfolio model. Arrange a talk show on this issue.

2. Problems of decision-making in the hospitality industry.

3. Contrast Theory X and Theory Y from the point of view of scientific management. Arrange a talk show on this issue.

4. Transformational leadership and the possibilities for its application in hospitality industry.

Unit 9.

 

 

hotels

Text work

Answer the questions.

1. What are the good value options for accommodations in London?

2. Why is B&B so notable?

3. What is the price range for different hotels? What is the price for children under 7?

4. What is the alternative accommodation for those who don't want to stay at a hotel? How much is that?

5. Which hotels are the cheapest and why?

6. What can young travellers choose as accommodation?

7. What are the features of dormitories and hostels? In what way are they different form hotels or self-catering apartments?

8. What can smaller hotels and hotel groups offer to the tourists?

9. Can you live like a lord in London for a reasonable price? How?

 

Make a summary of the text.

 

Text 2. TIPPING ETIQUETTE

TEXT WORK

Answer the questions.

1. Where does the word "tip" come from?

2. Why are tips given?

3. Who are tips given to?

4. When and where are tips required?

5. When is better to tip: up front, daily throughout your stay or at the end of your stay?

6. How much tips should you leave to whom?

7. What is inappropriate when tipping?

8. What are the most common unconscious tipping tendencies?

9. What different tipping policies hotels can have?

10. What is peculiar about tipping at Bed & Breakfasts?

11. What special services can you tip for?

12. When can you do without tipping?

 

SPINDRIFT INN

As an alternative to a __________ we recommend the Spindrift Inn, a __________ hotel with a great __________ overlooking Monterey Bay. Just down the street from the fabulous Monterey Bay Aquarium and within __________ distance of downtown Monterey.

In the heart of Cannery Row and directly on the __________ sits the Spindrift Inn. The Inn's distinctive __________ – hand filed floors, Oriental __________, antiques, original art and wood burning __________ – invites you in to this unique property. Each __________ of the Spindrift has a wood-burning fireplace, goose down feather __________, comforters and pillows and __________ brass baths. Some rooms have ocean __________. All 42 rooms have in-room robes, all cotton pastel __________, nightly turn down service, __________ telephone, in-room CD players, special toiletries, soaps and other __________.

Rooms include: Continental __________ delivered to the rooms, afternoon __________ and cheese reception and newspaper __________.

This is a AAA four diamond and Mobil three __________ hotel.

Guestroom, marble, second, wine, bed and breakfast, guestroom, star, lobby, amenities, linens, beds, carpets, lovely, beach, delivery, breakfast, location, walking, fireplace.

 

CORINTHIA AQUINCUM

The Corinthia Aquincum Hotel (to locate) on the Buda side of the Danube river, right at the Arpad Bridge, opposite to the beautiful Margaret Island. The inviting hills and forests of Buda (to be) just a few minutes away. As the Roman legions (to build) their first camp in the region right here and later the civil town of Aquincum (to be) established next to it, one can (to find) many remains from that period in the district. The nearby amphitheatrum once (to serve) as a circus and the ruins of the one-time city can (to find) in the Aquincum Museum, at just a small distance from the hotel. Also downtown Budapest and the Danube Bend (to be) within easy reach of the hotel.

The hotel (to open) in 1991 as the Thermal Hotel Aquincum, as a tribute to the ancient city and its baths. The spa of the hotel (to receive) its healing water from a natural thermal spring on the nearby Margaret Island. A considerable part of the hotel's medical treatments, described as “balneotherapeutic treatments” (to base) on thermal water. In 2002 the medical section of the hotel (to transform) into a well-equipped, unique wellness center offering more than 50 health and wellness therapies.

The hotel (to have) 310 spacious, modern rooms with bathroom, minibar, direct dial telephone, radio, colour TV with satellite channels and easy, high-speed Internet access. (Most of them with view on the river Danube and Margaret Island).Guests can (to benefit) from 24-hour room service and all the other amenities of a 5 star hotel. A business centre, laundry service, beauty salon, boutiques and secured underground parking (to complete) the hotel's facilities.

 

SWANN HOUSE

Explain why?

- Swann House is called the most romantic inn in the world.

- Swann House's location is very good.

- It is ideal accommodation for parents visiting students.

- Swann House is ideal place for businessmen.

- Swann House is ideal place for traveller.

 

12. Describe:

– What reflects the 19^th century craftsmanship in Swann House?

– What modern conveniences does Swann House offer to its guests?

 

13. Read the advertisements of three most popular hotels in Milan. Compare the facilities and services of the hotels. Answer the questions:

1. What makes these hotels attractive for tourists, businessmen?

2. Which of these hotels would you recommend for a family with 2 children, an elderly couple on holidays, a CEO on business, your friends and / or relatives?

3. Which of the ads do you find more attractive? Why?

4. Which ad gives better overview of the hotel, do you think?

FOUR POINTS BY SHERATON

MILAN CENTER, MILAN

– Rated # 6 in Milan

From $174.54 / night

Easy 5 minute walk from the Central Station. Very personable, friendly staff, quick to help. English spoken. Mostly non-smoking rooms. Rooms nice decorated with wood. This property is situated in the heart of Milan's business district, walking distance from the main railway station, and approximately five miles from Milan-Linate Airport. Local attractions include Poldi Pezzoli Museum, Aquarium Milan, Brera Art Gallery, La Scala Opera House, Sforzesco Castle, Navigli Canalas, and San Siro Football Stadium, all within four miles of the hotel.

Hotel amenities include 24-hour front desk, 24-hour room service, pay parking facilities, laundry / valet service, business services, currency exchange, car rental desk, doorman, luggage storage, multilingual staff, safe deposit box, babysitting, dry cleaning, limousine service, massage treatments, and a complimentary 24-hour fitness center. Onsite dining is available via L'Arcimboldo, a casual buffet-style venue offering Italian, and International fare. There is also a cocktail bar, Malibran, where guests can enjoy drinks and live piano music. Guest rooms feature A / C, in-room safes, direct-dial dual-line telephones, mini-bars, individual climate controls, work desks, make-up / shaving mirrors, hairdryers, coffeemakers, dataports, satellite TVs, in-room movies, alarm clock radios, and spacious bathrooms with telephones and bathrobes.

Hotel Details

– 205 Rooms / 12 Floors

– Built in 1961

– Fax (For Guests)

– Babysitting or Child Care

– Laundry / Dry Cleaning Service

– Business Center

– Car Rental

– Concierge Services

– Administrative Services

– Common / Public Areas Accessible to Wheelchairs

– Pets Allowed

– Currency Exchange

– Smoke Alarm in Rooms

– Computer Use Available

– Photocopy Service

– Meeting Facilities

– Electronic Key

– Common Area High speed Access

– A-V Equipment Rental

– Room Service

– Multi-lingual Staff

– Restaurant in Hotel

– Health Club

Room Amenities

– Air Conditioning (In Room)

– Newspaper (Free)

– Telephone

– Television (Cable / Satellite)

– Non-Smoking Rooms

– Television

– Daily Maid Service

– In Room Broadband Internet Access

– Safe (In Room)

– Coffee Maker

– Telephone (Voicemail)

– Balcony / Terrace

– Mini-Bar

 

Hotel Details

– 404 Rooms / 11 Floors

– Built in 1927

– Laundry Room

– Fax (For Guests)

– Babysitting or Child Care

– Uniformed Security on Site

– Laundry / Dry Cleaning Service

– Business Center

– Car Rental

– Concierge Services

– Administrative Services

– Common / Public Areas Accessible to Wheelchairs

– Barber / Hair Stylist

– Pets Allowed

– Currency Exchange

– Smoke Alarm in Rooms

– Computer Use Available

– Photocopy Service

– Meeting Facilities

– Sprinkler in Rooms

– Electronic Key

– Common Area High speed Access

– A-V Equipment Rental

– Room Service

– Multi-lingual Staff

– Restaurant in Hotel

– Health Club

– Pool (Indoor)

– Health Spa / Massage

– Hot Tub

Room Amenities

– Air Conditioning (In Room)

– Newspaper (Free)

– Refrigerator

– Telephone

– Television (Cable / Satellite)

– Non-Smoking Rooms

– Television

– DVD / VCR

– Daily Maid Service

In Room Broadband Internet Access

– Safe (In Room)

– Whirlpool

– Telephone (Voicemail)

– Balcony / Terrace

– Mini-Bar

 

THE WESTIN PALACE, MILAN

From $290.87 / night

Comfortable luxurious meeting place for local socialites and business people.

Inside the modern facade, The Westin Palace welcomes its guests with a sumptuous lobby that leads to exquisite accommodations appointed with 19^th century antiques and elegant bathrooms in pink.

Located only minutes from the Duomo and the glass-domed Galleria Vittorio Emanuele in the heart of Milan, the 216-room Westin Palace offers discreet, attentive service in a setting that combines Renaissance opulence with modern amenity. On the premises are the Casanova Grill, serving Mediterranean inspired pastas, risottos, and seafood dishes, and Bar Campigli, which features live piano music nightly. Hotel services include a concierge, dry cleaning and laundry, and nightly turndown. The hotel also offers guests use of an on-site fitness facility.

Hotel Details

- 257 Rooms / 14 Floors

- Built in 1950

- Fax (For Guests)

- Babysitting or Child Care

- Uniformed Security on Site

- Laundry / Dry Cleaning Service

- Business Center

- Car Rental Concierge Services

- Administrative Services

- Pets Allowed

- Currency Exchange

- Smoke Alarm in Rooms

- Computer Use Available

- Photocopy Service

- ATM / Bank

- Childrens Programs

- Meeting Facilities

- Sprinkler in Rooms

- Electronic Key

- Common Area High speed Access

- A-V Equipment Rental

- Room Service

- Multi-lingual Staff

- Restaurant in Hotel

- Health Club

Room Amenities

- Air Conditioning (In Room)

- Telephone

- Television (Cable / Satellite)

- Non-Smoking Rooms

- In Room Wireless Internet Access

- Television

- DVD/VCR

- Daily Maid Service

- In Room Broadband Internet Access

- Safe (In Room)

- Coffee Maker

- Whirlpool

- Telephone (Voicemail)

- Balcony / Terrace

- Mini-Bar

 

DIALOGUE 2. CHECK-IN

 

DIALOGUE 3. RECEPTION

DIALOGUE 4. CHECK OUT

 

DIALOGUE 5.

Continue the conversations.

Receptionist:	Sheraton Hotel. Can I help you?
Guest:	Good morning. I'd like to know the price of a double room for one night.
Receptionist:	During the week it's £85 a night, but there's a special weekend offer of £66 for Friday and Saturday nights. When do you want to stay?
Receptionist:	Hello. Holiday Inn. Mary Spenser speaking. How can I help you?
Guest:	Hello, my name is Michael Schneider. I've got a reservation for Tuesday next week, but I want to change it.

 

PROJECT WORK

1. For you ideal hotel make a booklet for travel agencies. Include name, location, facilities and services and as many details as possible in the booklet. Present you booklet to your group.

2. Write an advertisement of you hotel for the travellers' magazine. Make the advertisement compact and attractive. Present you advertisement to your group.

Unit 10.

 

 

restaurants

 

History

The term "restaurant" (from the French "restaurer", to restore) first appeared in the 16^th century, meaning "a food which restores", and referred specifically to a rich, highly flavoured soup. The modern sense of the word was born in around 1765 when a Parisian soup-seller named Boulanger opened his establishment. The first restaurant in the form that became standard (customers sitting down with individual portions at individual tables, selecting food from menus, during fixed opening hours) was the Grand Taverne de Londres, founded in 1782 by a man named Beauvilliers.

Whilst inns and taverns were known from antiquity, these were establishments aimed at travellers, and in general locals would rarely eat there. The restaurant became established in France after the French Revolution broke up catering guilds and forced the aristocracy to flee, leaving a retinue of servants with the skills to cook excellent food; whilst at the same time numerous provincials arrived in Paris with no family to cook for them. Restaurants were the means by which these two could be brought together – and the French tradition of dining out was born. In this period the star chef Antonin Carême, often credited with founding classic French cuisine, flourished, becoming known as the "Cook of Kings and the King of Cooks."

Restaurants spread rapidly to the United States, with the first (Jul-lien's Restarator) opening in Boston in 1794, and they spread rapidly thereafter. Most however continued on the standard approach (Service a la française) of providing a shared meal on the table to which customers would then help themselves, something which encouraged them to eat rather quickly. The modern formal style of dining, where customers are given a plate with the food already arranged on it, is known as Service a la russe, as it is said to have been introduced to France by the Russian Prince Kourakin in the 1830s, from where it spread rapidly to England and beyond.

Types of Restaurants

Restaurants range from unpretentious lunching or dining places catering to people working nearby, with simple food served in simple settings at low prices, to expensive establishments serving refined food and wines in a formal setting. In the former case, clients are not expected to wear formal wear. In the latter case, clients generally wear formal clothing, though this varies between cultures.

 

 

TEXT WORK

Compare and remember.

BrE to maximise	AmE to maximize
to minimise to specialise to organise flavour	to minimize to specialize to organize flavor

 

Answer the questions.

1. What is a restaurant?

2. Why are restaurants established as part of hotels very often?

3. Where does the word "restaurant" come form?

4. When, why and how did the modern meaning of the word "restaurant" come in use?

5. What establishments to serve travellers were known from antiquity and why?

6. What happened to foodservice industry in France after the French Revolution?

7. How was the French tradition of dining out born?

8. Who was Antonin Carême? Why is he remembered?

9. When did restaurants spread in the United States?

10. What is "service a la française"?

11. What is "service a la russe"?

12. Who introduced "service a la russe" to France? When was it?

13. When did restaurants spread in England?

14. What are different types of restaurants?

15. In which way does dining in expensive establishments differ from dining at unpretentious places?

 

Make a summary of the text.

9. Make a historic survey. Write an essay on the topic "Russian Prince Kourakin".

Who is Russian Prince Kourakin? What were his relations with Russian monarch of that time? Why was he in France? What was his contribution to foodservice industry and to foreign affairs of the two countries? How did he manage that?

 

Types of Restaurants

The standard way in which restaurants operate is that customers sit at tables, a waiter comes to take their order, and later brings the food, and the customers pay the bill afterwards. Depending on local custom, a tip of varying proportions of the bill (often 10-20%) is added, which (usually) goes to the staff rather than the restaurant.

Restaurants often specialise in certain types of food. For example, there are seafood restaurants, vegetarian restaurants or ethnic restaurants. Generally speaking, restaurants selling "local" food are simply called restaurants, while restaurants selling food of foreign origin are called accordingly, for example, a Chinese restaurant and a French restaurant.

Depending on local customs and the establishment, restaurants may or may not serve alcoholic beverages. Often, laws governing the sale of alcohol prohibit restaurants from selling alcohol without a meal, because otherwise, such a sale would be an activity for a bar, which are meant to have more severe restrictions. Some restaurants are licensed to serve alcohol ("fully licensed"), and/or permit customers to "bring your own" alcohol (BYO / BYOB).

Restaurant Guides

Restaurant guides list the best places to eat. One of the most famous of these, in Western Europe, is the Michelin series of guides which accord from 1 to 3 stars to restaurants they perceive to be of high culinary merit. Restaurants with stars in the Michelin guide are formal, expensive establishments; in general the more stars awarded, the higher the prices. In the United States, the Mobil Travel Guides and the American Automobile Association rate restaurants on a similar 1 to 5 star (Mobil) or Diamond (AAA) scale. Three, four, and five star ratings are roughly equivalent to the Michelin one, two, and three star ratings while one and two star ratings typically indicate more casual places to eat. The popular Zagat Survey compiles individuals' comments about restaurants but does not pass an "official" critical assessment.

Nearly all major American newspapers employ restaurant critics and publish online dining guides for the cities they serve. American newspaper restaurant critics typically visit dining establishments anonymously and return several times so as to sample the entire menu. Newspaper restaurant guides, therefore, tend to provide the most thorough coverage of various cities' dining options.

Economics

In economics, restaurants are the end of the supply chain in the foodservice industry. There is usually too much competition in most cities since barriers to entry are relatively low, which means that for most restaurants, it is hard to make a profit. In most First World industrialized countries, restaurants are heavily regulated to ensure the health and safety of the customers. The typical restaurant owner faces many obstacles to success, including raising initial capital/finding competent and skilled labour, maintaining consistent and excellent food quality, maintaining high standards of safety, and the constant hassle of minimising potential liability for any food poisoning or accidents that may occur. This is why restaurants seem to come and go all the time.

 

 

TEXT WORK

Answer the questions.

1. What is the standard way of restaurant operation?

2. What is a tip?

3. What does the tip depend on?

4. What can be restaurant specializations?

5. How do you distinguish by name the restaurants than serve "local" food and restaurants that serve food of foreign origin?

6. Why do restaurants serve or not serve alcoholic beverages?

7. What is a restaurant guide?

8. What is one of the most popular restaurant guides in Western countries?

9. What are the classifications of restaurants in Europe and America?

10. What are the differences and similarities in these ratings?

11. Why do American newspapers employ restaurant critics?

12. What is the job of a restaurant critic?

13. Why is a newspaper restaurant guide often more reliable than any other restaurant guide?

14. Why is competition in the restaurant business so high?

15. What are restaurant's biggest concerns in Western countries?

16. What obstacles does a typical restaurant owner face?

17. Why do restaurants seem to come and go all the time?

 

Make a summary of the text.

TIPPING GUIDE

Dining Out:

– Waitstaff – 15-20%... the bill, excluding tax and expensive wine. Many restaurants automatically add a 10-15% gratuity... parties... six or more, so check the menu. You can add another 5%... exceptional service.

– Wine Steward / Sommelier – If they help you choose a bottle... wine (or choose it... you), 10-20%... the wine bill only. Use discretion based... how much service was provided (did he allow you to taste before you selected?) If the wine is very expensive, it's generally acceptable to cap your tip... a reasonable amount (say, about $20), since you are tipping... the service received. Leave cash or specify... the credit card receipt which portion is... the sommelier.

– Buffet Servers – $1-$2... person dining. Lean... the higher end if they bring you drinks.

In the Lounge:

– Bartender / Cocktail Waitress – 10-15%... the total.... free drinks... Las Vegas, $1-$2... round.

 

FLO

Located in a well-known __________, this old German __________ dates back to 1886 and still holds the record for the best sauerkraut in Paris. The brasserie, which is in surprisingly good __________ despite its age, has welcomed movie stars in its time. Sarah Bernhardt apparently __________ on sauerkraut here, when she was doing a __________ at the Theâtre de la Renaissance. The decor is divine, especially the elaborate __________, the leather booths and the stained glass __________ separating the rooms. Expect to __________ EUR30-EUR46 ordering à la carte. Lunch set menu available for EUR21 and dinner __________ for EUR30.

Open Hours: Lunch: noon – 3 pm daily; Dinner: 7 pm – 1 am __________.

Brasserie, ceilings, menu, to dine, window, daily, area, to pay, condition, play.

 

Text 3. MEAL

 

A multicourse meal

A modern multicourse meal will typically consist of several of the following meal courses, as well as suitable beverages to fit the course being served:

– Appetizer or starter with 1st wine, typically a white wine.

– Salad.

– Soup.

– Main course with 2nd wine, typically a red wine.

– Dessert with a dessert wine.

– After-dinner coffee with liqueur, brandy, cognac or grappa.

– Fruit and cheese.

There may be drinks and snacks served both before and after the meal. There may be served something to clean the palate between courses, such as a sorbet. The order of the courses will likely vary depending on local custom.

TEXT WORK

Answer the questions.

1. What is a meal?

2. Where do meals occur?

3. What is the difference between regular meals and special meals?

4. What are common meals' of the day?

5. What is a snack? Is it different from a meal?

6. What is a picnic? Where can a picnic take place?

7. What is a banquet?

8. What is a multicourse meal?

9. What does a multicourse meal consist of?

10. What can you say about customs, traditions and etiquette of eating in "different countries and cultures in general?

11. What are the increased risks of multicultural societies?

12. When do people eat from individual places and when from common ones?

13. What is the difference in etiquette between eating sausage in Europe and in the USA?

14. What are some examples of proper etiquette at the table? Give more examples from your own experience.

 

DAILY MEALS

Standard meals eaten on a daily basis have different names depending on the time of day or the importance of the meal:

Breakfast	– an evening meal.
Lunch	– a midday meal.
Brunch	– is usually eaten within an hour or two after a person wakes up in the morning.
Tea	– a late-morning meal, usually larger than a breakfast and usually replacing both breakfast and lunch.
Dunch	– a mid-afternoon meal consisting of light food with tea. In parts of the UK, Australia and New Zealand, it may refer to the evening meal (dinner).
Supper	– can be at any time of the afternoon or evening and denotes the main meal of the day; sometimes it is at lunchtime and sometimes at suppertime.
Dinner	– a mid-afternoon meal, usually replacing both lunch and dinner as the main, or even only, meal of the day.

 

9. Speak about... your usual meals of the day: when, where and what you usually eat on weekdays, on weekends and while on holidays.

10. Speak about... customs, traditions and etiquette of eating in Russia. Describe a typical Russian breakfast, lunch and dinner.

 

INDIAN SUMMER

Situated in... old stone house dating back to... 1880s, this is... good place for... romantic dinner. Dine inside by... fireplace or under... stars on... flowery patio. It features... good old-fashioned country dishes such as... Herb Rotisserie Duck and... Grilled Center Cut Pork Chop with... Bourbon Molasses. "Royal" dishes include... Lamb Cooked in... Royal Cashew-Onion Gravy and... Cauliflower Florets in... Vegetable Sauce. There is also... full bar inside.... Rooms are available for... private parties and... catering is also available.... extensive wine list begins at USD18... bottle at... low end and includes several... Syrah,... Cabernets, and... rare Magnums.... impeccable service attracts... many types, from... couples on... romantic getaways to... tourists and... locals.

Open Hours: Lunch: 11:30 am – 2:30 pm Tue-Sun; Dinner: 5:30 pm – 10:30 pm daily

 

Discuss.

GOOD SERVICE

You do not need to be a rocket scientist to understand the importance of good service. It means more than getting your order right. Offering good service entails smiling, being friendly, courteous, perceptive, empathetic, reliable, and timely. So many trendy restaurants feel that they can get away with crappy service. Sadly, this is something that tourists are vulnerable to, but local patrons have no reason to expect anything but the best, unless of course they're sadistic and like to be subjected to pain.

– Do you agree with the author? Why? Give your reasons.

– What is a good service for you?

– Do you always get good service at restaurants?

– What can you suggest for improving the quality of service in restaurants of your city?

 

14. Speak about... your last visit to a restaurant.

Role play.

Student A	Student B
You come to a restaurant. Choose the place, food from the menu, ask the waiter / waitress to describe the food you don't know by names. Make your order. Complain. Ask for the check. Pay the check and leave the tip.	You are a waiter / waitress. Welcome the customer. Help to choose, explain the names of different food, take the order, and apologize for the things the customer is complaining about. Bring the check. Be polite and friendly.

 

Swap roles.

Unit 11.

forms of tourism

 

 

Prerequisite Factors

"Travel", as an economic activity, occurs when the essential parameters come together to make it happen. In this case there are three such parameters:

1. Disposable income, i.e. money to spend on non-essentials.

2. Time in which to do so.

3. Infrastructure in the form of accommodation facilities and means of transport.

Individually, sufficient health is also a condition, and of course the inclination to travel. Furthermore, in some countries there are legal restrictions on travelling, especially abroad.

History

Wealthy people have always travelled to distant parts of the world to see great buildings or other works of art; to learn new languages; or to taste new cuisine. As long ago as the time of the Roman Republic places such as Baiae were popular coastal resorts for the rich. The terms "tourist" and "tourism" were first used as official terms in 1937 by the League of