VI. Compare your ideas with other groups. Give arguments why you think your order is correct.

EXAMPLE The most important thing on a coach journey is...

Comfort is more important than ______ because...

WRITING

Transport and timetable information.

Prepare a website about transport in your city or region. It should include the following sections:

• A general introduction to transport services

• Getting to and from the nearest airport

• A brief description of each of the different types of transport, including advantages, frequency, horns of operation, and any restrictions and regulations

PROJECTS

I. What do you really know about transport in your country? With a partner, try to guess the facts in the table.

II. When you have made your predictions, research websites of national transport carriers and find the actual figures. Report back in class. How close were your predictions?

Your country: No. of city / town bus stations No. of city / town train stations No. of passenger airports No. of kilometers of road No. of kilometers of rail tracks No. of flights per day

Prediction

Actual

 

UNIT 4 TYPES OF POSITIONS IN THE ACCOMMODATION SECTOR

VOCABULARY

Read and memorize the following words

Front Office

Guest Services

Front Desk Reception

Housekeeping

Maintenance

General Manager

Front Office Manager

Bellman

Van driver

Guest Service Agent

Concierge

Night Auditor

Security

Director of Sales

Sales Manager

Sales Coordinator

Sales & Catering Assistant

Executive Housekeeper

Chief Maintenance Engineer

Human Resources

Purchasing

shift

schedule

settling

completion

realm

upbeat

supervision

troubleshoot

emergency

respond to

encompass

pick up

drop off

circumstances

uphold

solicitation

boost

giveaway

replenish

parking lot

carpentry

vendor

 

COMMENTS

Giveaway – something that is given free to a customer

Blitz – a fast, violent attack on a town, city, etc. usually with bombs dropped from aircraft

HVAC – Heating, Ventilation, and Air Conditioning

WORD STUDY

I. Make up derivatives

verb	noun	adjective
uphold
		managerial
replenish
	schedule
	booster
solicit
supervise

 

II. Match the word from A with its synonym from B

A B

realm supervise

upbeat plan

encompass solve problems

parking lot expensive and of high quality

monitor field

troubleshoot raise

posh car park

schedule accomplish

boost optimistic, cheerful

III. Complete the texts using the words from the box

expertise outlet troubleshoot schedule replenished sale posh supervision emergency circumstances

1. A top German engineer has been appointed to … the cause of the accident.

2. He takes her to some really … restaurants.

3. Students are not allowed to handle these chemicals unless they are under the … of a teacher.

4. Everything went according to ….

5. Obviously we can't deal with the problem until we know all the ….

6. Food stocks were … with imports from the USA.

7. Her work provided no … for her energies and talents.

8. The … of cigarettes/alcohol is forbidden.

9. We admired the … with which he prepared the meal.

10. Is the … exit suitable for wheelchairs?

IV. Match the pictures to the different positions.

Front office manager; Security; Chief Maintenance Engineer; Housekeeper; Concierge.

READING

TEXT 1 Positions In The Accommodation Sector

Positions in the accommodation sector are as varied as the types of businesses. Most properties have a department, or a person, who specializes in the following areas. There may be people for each area, or one person may have one or more of these roles. The different areas in which one might work in this sector are:

Front Office and Guest Services

This is usually the most visible department of a property, and is often where a guest has initial personal contact. Individuals employed in reservations, guest services and front desk reception are all part of this department.

Administration

Administrative staff plan and coordinate all operations. Administration includes the areas of management, human resources, finances, purchasing, and sales and marketing.

Housekeeping, Maintenance and Fitness

Housekeeping and maintenance are essential departments in any property. Those working in these departments often have little direct contact with guests, however their services add significantly to guest satisfaction. Fitness is a newer area of the accommodation sector, and positions are available for those who have expertise in the monitoring of equipment or products and their use, and in setting programs for those wishing to work out.

 

 

Food and Beverage

Food and beverage outlets can range from restaurants and bars to nightclubs and posh dining rooms. Kitchen staff, room service staff, food and beverage servers and bartenders are just some of the positions that are available in this area.

 

TEXT 2 MANAGEMENT

General Manager

The General Manager oversees all aspects of the hotel operations including: guest relations, front desk, housekeeping, maintenance, finances, team building, and staff development. The General Manager must possess strong communication skills, both verbal and written, and demonstrate outstanding leadership. The manager must be able to delegate responsibilities, organize complex projects, and establish priorities consistent with hotel objectives.

Front Office Manager

The Front Office Manager is responsible for all duties of the front desk operation which includes: staff training, inter-department communications, and staff scheduling. The FOM usually works a regularly scheduled front desk shift and must be available to work any shift as needed. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities.

TEXT 3 FRONT OFFICE

Concierge

The concierge is available to answer any guest inquires regarding the city, events, and attractions. This individual will provide exceptional customer service to all of our guests and will support other departments including Sales, Front Office, and Bellman/Van, as needed.

Guest Service Agent

Guest Service Agents are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest’s account upon completion of their stay. However, the realm of responsibilities will extend beyond that of a typical front desk agent. This allows the Guest Service Agent to expand their skill sets and work in a fast paced environment with new challenges daily. Primary responsibilities include: registering guests, making and modifying reservations, hotel operator, and concierge duties. Guest Service Agents must possess a positive and upbeat personality with a desire to deliver outstanding customer service to our guests. Guest Service Agents must have the ability to multi-task, be detail-oriented, and be able to problem solve in order to effectively deal with internal and external customers.

Night Auditor

Night Auditors are responsible for the front desk operation during the overnight shift. Primary responsibilities include: registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks. Night Auditors must be able to work independently and with minimal supervision. They must also be able to problem solve and troubleshoot in order to resolve guest issues that may arise and respond to emergency situations.

Security

The Security position will encompass aspects of both the Night Audit and Front Desk positions as well as overseeing the safety and security of the hotel and guests throughout the evening hours. Additional responsibilities include: conducting security walks throughout the hotel property and responding to guest requests and any noise complaints. Security agents must be able to problem solve and troubleshoot in order to resolve guest issues and respond appropriately to emergency situations.

Van Driver

Van Drivers are responsible for transporting guests to and from the hotel to local area attractions as well as assisting the guest with recommendations for restaurants and tourist activities. The Van Driver is also expected to support with front desk operations. Primary responsibilities include: driving guests to designated locations, assisting guests with luggage, maintaining vehicle cleanliness, and concierge duties. Van Drivers must have strong analytical and navigation skills with the ability to coordinate multiple pick-ups and drop-offs on a schedule under continuously changing circumstances. A valid driver’s license and acceptable driving record is required.

TEXT 4 SALES DEPARTMENT

Director of Sales

The Director of Sales is responsible for maximizing the occupancy and the average daily rate of the hotel, while upholding excellent guest service and accommodations to all guests. This position will work closely with the hotel’s preferred accounts and group reservations. The Director of Sales manages the sales effort and supports the General Manager on operational issues. This position requires excellent communication skills, both written and verbal.

Sales Manager

The Sales Manager assists the Director of Sales to increase corporate client base through consistent solicitations while establishing trust and rapport with clients to generate and boost revenues for the hotel. The Sales Manager services new and existing accounts to ensure repeat business. This position requires excellent communication skills, both written and verbal.

Sales Coordinator

The Sales Coordinator assists the Director of Sales and Sales Manager in sales operations including: reserving meetings and conferences, coordinating wedding groups, general administrative functions, and arranging sales blitzes and giveaways. This position requires strong communication skills, both written and verbal.

Sales & Catering Assistant

The Sales & Catering Assistant is responsible for assisting the Sales team by booking and servicing groups, meeting rooms, and conferences while providing exceptional customer service to guests and clients of the hotel. This position requires excellent guest service skills and the ability to understand the guests’ needs and ideas.

TEXT 5 HOUSEKEEPING

Executive Housekeeper

The Executive Housekeeper is responsible for all duties of the housekeeping operation and cleanliness levels in all areas of the property. Responsibilities include: staff training, inter-department communications, and staff scheduling. The Executive Housekeeper will promote an atmosphere that insures the company mission statement, “Friendliness and Cleanliness”. This position requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and team members.

Houseperson

The Houseperson is responsible for maintaining the cleanliness and appearance of the hotel and providing customers with quality service in a timely and friendly manner. Responsibilities vary but may include: cleaning and maintaining the appearance of the public areas of the hotel, deep cleaning of assigned areas, setting-up and maintaining complimentary hotel lobby functions including the coffee service and nightly concierge events, cleaning and setting-up meeting room functions, restocking housekeeping stations, delivering service items to guest rooms upon requests from the front desk, and driving shuttle van when needed.

Room Attendant

Room Attendants are responsible for the cleanliness of guest rooms, hallways, and public areas in the hotel. Responsibilities include: servicing guest rooms daily in accordance with hotel procedures, stocking cart with room supplies, and replacing bed linens and replenishing guest room supplies. This position requires strong attention to detail, ability to communicate effectively with guests and team members verbally or in written form, and the ability to bend, lift, and be standing or walking all day.

TEXT 6 MAINTENANCE

Chief Maintenance Engineer

The Chief Maintenance Engineer is responsible for maintaining the overall operation of the maintenance department and the appearance and working order of the hotel. The engineer must be able to work independently, as well as, with others. Responsibilities may include: maintaining the exterior of the building, parking lot, and common areas, driving shuttle van as needed, maintaining all equipment in guest rooms, conducting monthly safety inspections and training the staff on safety and emergency procedures, and working with vendors. The Chief Maintenance Engineer must be willing to respond to emergencies, even if after hours, and work with corporate maintenance on special remodeling projects or capital expenditure needs. This position requires overall maintenance knowledge and trouble shooting ability with skills in painting, HVAC, carpentry, equipment, and tool usage.

ACTIVITIES