3. HOTEL STRUCTURE AND STAFF I.

Look at the following hotel organization charts and describe each of them, focusing on advantages and failings. Which one would you prefer if you owned a 4-star hotel in a mountain resort and why?

II. Compare and contrast the following pictures saying how efficient the staff are and how tourists might feel spending a holiday there. Use the phrases in the table below: Comparing both just like similarly also too in the same way the same as. Contrasting instead conversely then on the contrary by way of contrast in comparison on the one handon the

likewise in like manner

other hand while whereas

III. Fill in each gap with one word only: Hotels must offer a lot of services, which vary 1to their type and size. Because of that, the 2..diagram differs very much from one another. There is no problem with small and medium-sized ones. Most of the times, the owners of the hotels are also their .3.managers, who supervise and coordinate the work of the ..4staff. Services are more reduced, and so is the staff. In this way, the personnel perform more duties 5.the same job. The result is that they cannot ensure highly standardized services. Only big hotels can do this. In deluxe hotels, the staff diagram is totally ..6... There are much more varied services and more members of the staff. No matter how complex, a hotel is divided into 7..departments, each of them having specific functions. To have an efficient hotel, it is necessary that they communicate well. Although independent by being specialized in performing various duties, their activities .8..on one another. The smallest hotel unit is the .9, performed by one or more employees. They are led by a supervisor (or service manager), ..10.to the department manager. The more departments are in a hotel, the more department managers. They are, in their turn, submitted to the ..11.manager. Due to the fact that there are a lot of staff members in a hotel, the managerial staff (..12staff) is the only one who must coordinate their actions, and each employee must know both his/ her duties and position in the staff diagram. Departments are divided into more categories, according to their importance, their ..13.with clients and the income they bring. There are major departments, .14..departments, front-office departments, back-office departments, operational and functional departments. The major departments are the ..15..of the entire hotel activity (accommodation desk, food and beverage, maintenance). Although the hotel can exist .16..them, the minor departments are very important, too, because they show the quality of its services (beauty salon, spa, dry-cleaning etc.). The front-office departments have a direct contact with clients (17.desk, concierge, restaurant, bar, room service), while the back-office departments do not (bookkeeping, personnel, supply). The operational departments (18. centres) are in fact

the front-office departments, and the functional departments (.19centres) are back-office departments. No matter how they are called, all the departments depend on the ..20 department: the accommodation desk. IV. Choose the correct answer: 1. Guests entering the hotel will find the reception desk in the a. scullery; b. foyer; c. back office; d. corridor. 2. One of the jobs of a receptionist is to .complaints. a. manage; b. deal with; c. organize; d. regret. 3. People who often use the same hotel are called . a. normals; b. returners; c. regulars; d. usuals. 4. The customers of a particular hotel are known as the a. guest list; b. secure; c. savings; d. lock-up. 5. When guests arrive, the receptionist usually asks them to sign the a. register; b. bookings form; c. ledger; d. guest bill. 6. Each day, the .list shows the names of the guests expected. a. stop-go; b. records; c. arrivals; d. room. 7. Messages for guests who are out should be placed in the appropriate at reception. a. pigeon-hole; b. keyhole; c. bird box; d. key hook. 8. Hotel may manage to fill vacant rooms with .bookings. a. opportunity; b. chance; c. early; d. provisional. 9. People who have booked but dont arrive are known as . a. delays; b. no comers; c. failures; d. no shows. 10. In order to be successful, a hotel must try to maximize room a. availability; b. turnover; c. status; d. occupancy. V. Use some of the words in the box to fill in the gaps. Several answers may be correct: vending machine weight room room 1. 2. 3. 4. 5. 6. 7. voice on valet brochures inn out closed booked blankets front desk hot tub hot tube linen towels say

If you've never been to this city, you should take a look at our .. We do not have a ..service. You'll have to park your car yourself. The room has a pull .couch, so it will sleep an extra person. We don't have any vacancies. We are completely . I'll call housekeeping and ask them to bring you some fresh If you need to do your workout we have a ..on the third floor. Please put your used in the basket and leave unused ones hanging on the rack. 8. If you need a midnight snack there's a full of potato chips on your floor. 9. I'll let you ..your complaint about the rate to the hotel manager. 10. After this tiring day you can relax in the VI. Complete the telephone dialogue with the following expressions. Use each expression once only: assure at our expense bringing this incident can you tell me

could you apologise may I ask of course

deeply regret if you would accept one moment

how can I Im sorry to right

I must Im terribly sorry

Customer: Id like to speak to the restaurant manager. Whats his name? Receptionist: Of course, madam. Our restaurant manager is a lady, Magda Illich. ..1your name? Customer: Its Mrs. Peacock of Peacock Enterprises. Receptionist: .2., Mrs. Peacock and Ill ask Magda Illich to speak to you. Manager: Good afternoon, Mrs. Peacock. .3.help? C: I have a complaint to make about the service I received here yesterday. Manager: ..4..what the problem was? C: I was entertaining business clients and your waiter managed to seat one of my guests at the wrong table. Manager: 5..hear that, madam. Customer: I havent finished. The same waiter managed to spill a few drops of wine on another guests jacket and then, instead of apologizing, he said it was only a few drops and we shouldnt get so upset! Manager: 6about this Mrs. Peacock. 7..tell me which table you were sitting at? Customer: It was the large round table by the window. Manager: .8.for the waiters remarks and I ..9you I will speak to him. Customer: But what are you going to do about my clients jacket? Manager: We will ..10.pay for the jacket to be dry-cleaned. I 11.the embarrassment you have been caused and ask .12.a voucher for four people to have a meal here ..13.. . Customer: That sounds reasonable. Manager: Thank you for .14to our attention. This is the only way we can put problems 15.. VII. In about 150 words, compare and contrast two four-star hotels at your choice (one in Romania and one abroad), with reference to their location, price, facilities, services, attitude of staff, customers satisfaction etc.