UNIT 17: HOTEL TYPES & HOTEL ACTIVITIES

Objectives
At the completion of this unit, students should be able to:
Name and define hotel types
List hotel activities
Speak and write about a local hotel.

Part A

17.1. GETTING STARTED

17.1.1. Look at the pictures. What types of hotel do they show?
1

221
 17.1.2. How could you describe the following types of hotel? Say what you .
think about each of them in terms of:
- where you might find the hotel - the kind of guests who stay in it
- the owners - the.length of time they.stay
- the facilities and services - what it costs to stay in it

(a) resorthotel (d}commercial hotel (g) congress hotel

(b) motel (e) airport hotel (h) gu.est house
-·----- (C) c9unJry house hoteL lf)Juxi1ry hotel- --
-
Which of th se are_sb.ow11 inthe photographs above?
17.1 :3:--Matcli-tliefollowiiig-descripUons with lh.e types--of hotel.. iiientforieff-
--
----·-----,------

(a) It is built specially to provide a service to motorists.- ==---

(b) It provides every facility a wealthy guest :tiiiglil riee&-:- =- = "-c:-
(9}Itj situated in a_glc1.c;___Wh tm.1Ii$t like to stay, often near the sea.
Guests may stay for a week or two, and usually book in advance.
(d) It provides accommodation for people going to or coming from other
countries, usually only staying for one night
(e) It is often situated in a town centre, and provides accommodation for
traveling businessmen, staying onlyone or two nights._
(f) It provides facilities for large meeting and conferences, with a lecture
theatre and exhibition facilities.
------- - -- --- c,------ -

(g) It provides low - priced accommodation, usually on a small scale, for

holiday visitors or for long - stay guests.

222
 (h) It is situated in pleasant scenery, and provides comfortable but
informal accommodation for people who want to relax in a quiet place.

17.2. READING & SPEAKING

17.2.1. The large motoring organizations classify hotels by giving them
stars. Thus we have 'five - star hotels', two - star hotels', etc. in
classes.
***** (5-star) **** (4-star) *** (3-star) ** (2-star) * (I-star)
Here are some extracts from the explanations of stars given by the
British Automobile Association. Match each extract with one of the
classes above.
(a) Hotels with more spacious accommodation, with two thirds of the
bedrooms containing a private bathroom/shower with lavatory.
Fuller meal facilities are provided.
(b) Hotels offering a high standard of comfort and service with all
bedrooms providing a private bathroom/shower with lavatory.
(c) Hotels and inns generally of small scale with good facilities and
furnishings; adequate bath and lavatory arrangements.
(d) Hotels offering a higher standard of accommodation; 20 per cent of
bedrooms containing a private bathroom or shower with lavatory.
(e) Luxury hotels offering the highest international standards.
From the explanations above, find:
(a) a word meaning having plenty of room _
(a) a word meaning a place to stay _
(a) a word meaning things that are useful to a person _
(a) a word meaning given _
(b) a word meaning quantity or amount offered all the time

(b) a word meaning attention to customers _

(c) an expression meaning not very big _
(c) a word meaning furniture and other things fixed 111 a room

(c) a word meaning good enough _

(e) a word meaningfozmd in different countries _
17.2.3. Speaking & writing practice
 17.2.3.1. Group work: Look at the advertisements below for five hotels. What
types of hotel are they for? Explain your ideas.

WHERE THE GREAT ESCAPE

THE GLENEAGLES HOTELro-- -

When the nights draw in and summer is only a fleeting memory, everyone deserves to escape into luxury. At £145 for any tw
Warmth breaks are a unique passport to a world untouched by work or worry.
With superb golf and sporting facilities, The Gleneagles Mark Phillips Equestrian Centre and the Country Club, the opportuniti
The sooner you telephone the sooner you can escape.
ro
For further information contact Gordon Mair, Auchter
Perthshire PH3 INF. Telephone 0764 62231. Telex 76
Winter Warmth Breaks run from 1 November 2009 -30 April 2010 su

EXECUTIVE HOTEL
57 Pont Street, Knightsbridge, London SWlX OBD
Tel: 0l-581 2424--- -
Fax: 01- 589 9456 Telex: 9413498 EXECUT G
Single: £49.95 + VAT
_ Double/Twin: £64.95±_\TA T
Extra Single: £19.95 +VAT
Elegance, privacy and exceptional value in one of the world's most fashionable neighbourhoods. Buffet style English breakfast includ

sters - baths ensuite, comfort, quiet, fresh home cooking, licensed. Splen_ded scenery, uncrowded walks. DB&B from £22. Brochure: Mrs Moffet, Bi

--WILLAP-A -MAN0R-HOTEEi
Bossiney, Tintagel, Cornwall PL 34 OBA ii < ,',

<
--·-- -- - -
Tel: Camelford (0840) 770782
One of the most beautifully situated hotels in Cornwalt - -- ·- > '>'>

ETB 3 Crowns Bedroom Category 4. Beautiful character house amidst lovely Comish scenery
in 14 acres of gardens and secluded woodland. Private access to Bossiney Common. Coastal i
path. Minutes from
thebeach. 14 Bedroomaccommociation:-a11en suites. iv.-ige,Ictiil· -
bar, games room. Dinner, Bed & Breakfast £149 per week incl. f){
Reductions for children. Pets welcome. Open all year.
;.-.: ::-:-.:;- ::::::: ·: :: ·;..-:- ::-::::.. : :: ·;:: g ::: ;:::: .::::':: ;t..: ;: ;.;5;;.--j::- ; ::::"<::.::,-- ?X---='.?- :;,-:-- 0 :.?.::-»?; - 0;.::::

224
 e0<U®Ur9lJ(fJG/LS&
The ideal centre for touring, walking and visiting the Glasgow Garden Festival. Enjoy our wholefood vegetarian or traditional meals in t
BROCHURE:
--
Fiona and Derek House, Brook Linn Country House, Callander, Perthshire.
Tel: (0877) 30103.

17.2.3.2. Group work: Think of some hotels you know well in your region. What
types of hotel are they for? Choose one of the hotels you know the best
and write an advertisement about this hotel. Then talk about it with others
in your groups.

17.3. LISTENING & SPEAKING

17.3.1. Listen to five people who are making enquiries in an information
bureau. Which of the hotels in Exercise 17.2.3.1 would suit each
person, and why?
Answer like this:
Tue ......... vioteL wouL su[t tvie (ft.rst) -persov\- bewuse ............

17.3.2. Speaking & writing practice

17.3.2.1. Pair work: Study Tapescript 17.3.1.
Student A: You are the man/ woman who wants to look for a suitable
hotel.
Student B: You are the information clerk.
Practise the conversations first with book open, then book closed. Change
roles.
17.3.2.2. Pair work: Make similar conversations and then work with your
partner. Change roles.
17.4. LANGUAGE FOCUS & PRACTICE
17.4.1. Expressions to learn
1. Hotel services
A hotel may offer many services, including services for people who are
not staying in the hotel. For example, it may:
contain restaurants and bars
provide a meeting place for clubs and organizations
offer entertainment andrecteatioh
stage conferences and exhibitions
provide facilities for sports and competitions
provide a place for family or company celebrations
Can you add any other services to this list?
Which services do you think are most important?
Give examples of services you have mentioned, from any hotel you know.
17.4.1.2. Times
Hotel staff often have to talk about times.-· to say when a tourist group
expected when a club is due to begin a meeting, etc. Make sure that you
- - know-how to-talk about times.- ---
17.4.2. Speaking & writing practice
17.4.2.1. Work alone: Georgia Stakis is Assistant Manager of the Rio Hotel.
- This morning he is talking to Tim Renton, his Front Office Manager. He is - -
telling Tim about the times of various events during the day.

.. A Listen, and fill in the times in Georgio-.'s diary,. below, " ·

------ ·--- ---- - --·--···-- -----------·t·-

-PA,A-
-O
w
(!W,
-S TOWl4
--- --g (!IJ,,
-g(!.

I.- --- ------·------------ -- --·---c--------. ------·--

BNow look at Georgia's diary for another day. Complete what he says to
Tim, as iii the examples given.

226
 (a)

(b) From c.'dc.4 till t<,,wi, we have the Northern Chess

competion.
(c) At ............. we have a group ............. (arrive) from Leonidas
Tours.
(d) At .............. I .. .. .. .. .. .. . (meet) Robert Blye, of Servex Hotel
Equipment.
(d) From ........... till ............ the Lea Social Club .............. (hold) its
Annual General Meeting.
(e) At ............ I ............... (make) a speech for the Head Porter's
long- service award.
(f) From ........... till ............ we have delegates .............. (check in)
for the Insurance Conference.
(g) Then at .... ....... we ... .............. the opening of the Insurance
Conference.
(h) And from .............. till ................ we have the Rio Disco Party in
the basement.
17.4.2.2. Pair work: Cover up the sentences you completed. Use the diary
entries to talk about the Assistant Manager's day to your partner.
17.4.2.3. Pair work: Imagine one of you is the Asistant Manager. Now design
the similar diary and talk about your day with your partner. Change
roles.

227
 PartB

17.5. GETTING STARTED

17.5.1. Look at the pictures. What types of hotel accommodation do they have
in these hotels?

17.5.2. What type of accommodation is there in the hotel where-you work?

17.6. LISTENING & PRONUNCIATION

- -

17.6.1. Study the list below, then listen to four hotel users talking about what
they think is important in a hotel. Tick(-;) the area(s) that they mention.
guests
1 2 3 4
large rooms
small hotels
good facilities
friendly s_tilff
near the town centre
efficient service
17.6.2. The comments you heard were made by the people described below.
Listen to the cassette again and try to match the comments to the
people who made them.
a. D A successful French research scientist who is often invited to speak _
at international conferences.
b. □ A retired Banker from the USA.
c. □ The Sales Director of an export company in Turkey.
d. □ A travel writer for several British newspapers and magazines who
also presents a television programme on holiday and travel.
17 6.3. _Speaking & writing practice
17.6.3.1. Pair work: Study Tapescript 17.6.1. Practise the dialogues first v,1ith
book open, then book closed. Change roles.
17.6.3.2. Pair work: Make similar conversations and then work with your
partner. Change roles.

17.7. READING AND LISTENING

17.7.1. Read the passage below, taken from an American guidebook

describing accommodation in Yosemite National Park in California.
Complete the grid below.

229
 Accommodation Size Room types Price Facilities Other info.
Ahwahnee 123 rooms single $196
Hotel and 5 suites room/cottag
e double $202
room/
- ----- - -- -- cottage suite from $375

Yosemite shops,
Lodge /Qunge, 2
restaurants,
coffee shop,
cafeteria

Wawona Hotel 4 miles

inside south
gatelvay

Camping

-- -·--- -----·------- ------ -- -

Where to stay
From luxury hotel to simple tent, Yosemite offers a wide choice-oraccommodatk,-ns.
Reservations are advised at all times, and especially in sumrner. For stays during
the summer season and holidays, make reservations as far as-"one yeaf"in advance
to
avoid oeing -disappointed. Write to the Yosemite ParK-- Gi.Jrry-Gcf. Reservation
Department, 5410 E. Home Ave., Fresno, CA 93727 (tel. 209/252-4848). - -
--- ----- - T AFiwahnee Hotel -- - - -- -- - - - ---- -- -- -- ------- -------
Yosemite Village. Tel 209/252-4848. 123 rms. 5 suites.
----------------c----

$ Rates: $196 single room or cottage: $202 double room or cottage;fro-m $375 suite:
Lowermidwe-ek-winterrates are available:------ ------ --------------
Luxurious and very centrally located, the Ahwahnee is the park's premiere hostelry. A
short, signposted walk from Yosemite Village, this lovely hotel was built in 1927 from
local-- rock-. Rooms-are both eomfortablean'd-eleganFwith-fu1Tbaths, and- sturdy;rustic
wooden furniture. Suites include an additional sitting-room. The hotel's celebrated
dining and entertainment facilities include the Indian Bar Room for drinks and the
splendid Dining Room, where dinner reservations are required year round.
·------- - ----------- --- - ----- ----- -----

Yosemite Lodge
near the foot of Yosemite Falls. Tel. 209/252 - 4848. 600 rms and cabins (150 with
ba_tb_) ---
230
230
 \
\.
\
$ Rates: $43 single or double without bath, $40 cabin without bath; $75 single or
double with bath, $52 cabin with bath.
Yosemite Lodge is within easy walking distance of most of the valley's attractions. It
offers attractive but simple hotel rooms and small redwood cabins. Because it's
priced so well, this place is popular, and reservations should be made as far in ·
advance as possible. Facilities include a coffee shop, lounge, two restaurants, and a , 1
cafeteria, as well as several shops. ·,
Wawona Hotel
4 miles inside the south gateway. Tel. 209/252 - 4848. 104 rms.
$ Rates: $55 single or double without bath, $74 single or double with bath.
You won't be roughing it at the Wawona, near the southern end of Yosemite. This is
the oldest hotel in continuous service in the national park system, dating from 1879.
The pretty wooden structures offer comfortable, if sparsely furnished, rooms; facilities
include a swimming pool, a tennis court, and a nine--hole golf-course, as well as
nearby stables.
Camping
Yosemite's 300-plus year-round campsites expand to a whopping 2,000 sites in
summer. Campground fees range from $4 to $12 per day. Sites are scattered over 20
different campgrounds, and split into two categories. The $7 to $12 Type A sites are
the most elaborate, with well-defined roads, parking, drinking water, flush toilets, and,
generally, a fireplace, table/bench combination, and tent space. The $4 Type B sites
may be accessible by road or trail, and conveniences are limited to basic sanitary
facilities and a smattering of fireplaces and tables.
From June 1 to September 15 camping permits are limited to 7 days in the valley and
14 days in the rest of the park. The rest of the year campers can stay for as long as
30 days.
For more details on campgrounds, contact the Campground Office, P.O.Box 577,
Yosemite National Park, CA 95389 tel. 209/372 - 0265 or 372- 0200.
Source: Frommer's California.

17.7.2. Listen to these two telephone calls to the California Travel Bureau in
London.
17.7.2.1. Complete the information in the chart which follows. Leave blank the
column headed 'You'.
Name Ms. Wallace Mr. Curtis You

Date of visit to Yosemite

Number of people
Accommodation requirements
Address

231
17.7.2.2. Look at the following expressions, most of which are used in the
dialogues. Three of them are not used. Listen again to the cassette and
identify the three expressions which are not used.
a. Can I help you?
b. Could you give me some information about accommodation?
c. I wonder if you could help me?
d. Could you give me your name and address?
e. I'm trying to find out about accommodation.
f. Is there anything else?
g. Certain.ly.
h. How may I help you?
i. What would you like to know?
j. I'd like some information, please?
k. Could you possibly send me details?
1. Would you like me to send you some information?
17.7.2.3; Pair work: Each partner should fill in the column in the table headed
'Yozt ', and then acfout simi(qr.conversations_. Tqke it in.turr1§_
tqplayth,e part of the customer.
17.7.3. Speaking & writing practice
17.7.3.1. Work alone: Listen again carefully and repeat each sentence the
Ct]J clerk says. Notice the pronunciation.
17.7.3.2. Pair work: Study Tapescript 17. 7.2. Practise the dialogues first with
book open, then book closed. Change roles.
17. 7.3.3: Pair work: Make similar conversations and then work with your
partner. Change roles.

17.8. LANGUAGE FOCUS & PRACTICE

17.8.l Giving opinions
Look
. .:·..:·.at
.: 'i the ways
·-, ;-,-·:-:·: _.'_ -:"'·in which the people
. ' ;"'-:.:·,·.:·-:::.. ·.·.. ···:: _.,··:interviewed
··:·.' . ..:- ., gave. their opinjons:
Ithinkmost of the big hote1sa.re so imper onaL
. ·, '""

• •· For me;·tne ideal hotel has 6ig rooms wilhcOmfortable 6eds..

• If you ask me, a hotel that doesn't make you feel really special .....
• n sliouldaHr66eas neafthe centre oftown as possible .....
Can you think ofother ways in which people gfvetheir opinions?

232
17.8.2. Expressing times on the clock
Written forms: 01.00; 11.30; 14.45; 19.30; 21.15; etc. May also be
written as: 1.00 am; 11.30 am; 2.45 pm; 7.30 pm; 9.15 pm, etc.
Spoken forms: The above forms would probably be said as one o'clock
(in the morning), eleven thirty (in the morning), two forty-five (in the
afternoon), seven thirty (in the evening), nine fifteen (at night). But am
and pm can be used in speech also - one am, two forty-five pm, etc. It is
also possible to use the forms half-past eleven (for 11.30, etc.), a quarter
to three (for 14.45, etc.), a quarter past nine (for 21.15, etc.)
Note: In America, forms like a quarter of two can be heard (for 01.45) or
a quarter after two (for 02.15).
17.8.3. Making a decision
Simple future: We'll put them in a different room, etc.
Use of have to: We'll ltave to put them in a different room, etc.
17.8.4. Talking about arrangements for the day
For arranged events, tlte present continuous is common:
A salesman is giving a demonstration at eleven thirty.
But in a hotel, ltave would often be used, like this:
We It ave a wedding party this afternoon.
We ltave a large group arrivh1g this afternoon.
17.8.5. Speaking & writing practice
17.8.5.1. Pair work: Study the expressions m 17.8.1. Now make similar
sentences to express your opinions on:
a. the hotel industry in your country.
b. the President of the USA.
c. airline cuisine.
d. classical music.
e. computers.
f. people who drive under the influence of alcohol.
17.8.5.2. Pair work: Look at the pictures and read the sentences. Then match the
pictures with the correct sentence.
 4 5 6
a. I'llpost it for you, sir.
b. I'llsend the maid, sir.
c. I'll order one immediately, madam.
d. I'ff reserve one for you, si.r.
e. I'llget you the bill, madam.
f. I'll leav him a message, madam. - -
17.8.5.3. Pair work: Look at these ways of talking about likes and dislikes.
Can youput them in order from 'like most' (1) to 'dislike most' (10)?
D I like smaller hotels.
EJ I love going on vacation;espectauy•i1rEurope:··
□ I don't mind paying for it.
□ I enjoy staying in hotels.
□ I hate flying.
D I'm not too keen onItalian cooking.
.□·. I can't stana lymg on a oeacfi alfaay.-- . -.
D I hate people who don't say thank you.
D We're both fond of walking.
D I dislike itwhen you do that.
Now make similar sentences to say how much you like or dislike the
following:· -······························································-
a.. Chinese.food<·······••· ¢'_§11nbatl1ing· /.·•··..·.· ·• e.•• driyiri.g
.. E·•···•·t i g.J().!ll ·•th atr •••:• .•·••··•··•4Z.Yi !!! g fl.•giJJ rie§t'. f•·•r irif L•·•··•··········• •

17.8.5.4. Pair work: use the present continuous and have to talk about
arrangements for a day in the hotel where you are working_. _

234
----- --- - = ·-·a• •ca cc·-c =-----
-

17.9. FURTHER PRACTICE

17.9.1. Pair work:

Student A: Take the part of the tourists, holidaymakers and

businessmen you heard in Previous Part. (You can use your
own words, or any words you can remember from the
exercise.) Tell the clerk in the Information Bureau your
needs so that he can recommend a suitable hotel for you.
Student B: Take the part of the clerk the Information Bureau. Listen to
the people who come to you. Recommend a suitable hotel.
(You can use the hotels advertised in Exercise 17.2.3 .1, or
talk about other hotels if you like.) Say why you think the
hotel is suitable.

17.9.2. Pair work:

Student A: You are the Assistant Manager. Write your 'diary' for the day
- the events, meetings and arrivals that are due to take place
in the hotel. Then telephone the Reception Clerk and tell
him what he needs to know.
Student B: You are the Reception Clerk. You want to know what it
happening in the hotel today. You are discussing the
timetable with the Assistant Manager. Make a note of the
infom1ation the Assistant Manager gives you. Ask
questions as necessary.

17.9.3. Pair work: Study Appendix 1 and make a conversation.

Student A: Reads the information below. You are secretary to the Hotel
Manager. You are telling him about the events that are due
to take place, listed below.
For example, you might say:
We have a group of a hundred Japanese tourists arriving at
nine thirty.
A salesman from the telephone company is coming to
demonstrate new switchboard equipment at ten thirty.
 130:100J Tc ,e,f
1030: tu,- # u, (tc- /4-c N-ut A1).

'1 )
12:JS: A H t.;, N,.;t:.,c,,,.d l-lc:td <Jc -
14-O0: H c,t £ ,...t,,-.. g , -
1S !+S: ,...dc,,,J;..

Unfortunately, the Manager has also made arrangements that

he has not told you about. Discuss the timetable for the day,
and help in deciding what to do.
Student B: Reads the information in 17.9.3.B, Appendix 1.

17.10. NEW WORDS

accommodation moderate
, adequate motel
celebration motorist
clarify recreation
··coach

commercial . _ resort
conference roughing
congress scale
due to scenery
entertainment service
exhibition situated
facility spacious
furnishings standard•··
guest house wealthy
informal wedding
mn whopping
international
---.c---. -- ---- ---- ---- ,_ - . --,- -- -----------

luxury

236
UNIT 18: ROOM TYPES AND HOTEL FACILITIES
Objectives
At the completion of this unit, students should be able to:
Identify more about hotel room types and faf ilities _
Reply enquiries from people who need rooms in a hotel
Write a description of a hotel's rooms and facilities and talk about it.

Part A

18.1. GETTING STARTED

18.1.1. How many types of hotel room can you think of without looking at
the rest of the page?
18.1.2. Do you know words for the following types of room? Match these
definitions with the words underneath.
(a) A room occupied by one person.
(b) A room with one large bed for two people.
(c) A room with two single beds for two people.
(d) A room with three single beds, or a double bed and a single bed,
suitable for occupation by three people.
(e) A set of two or more rooms including a bed room and a sitting room.
(t) A large room with a partition to separate the bedroom area from the
sitting room area.
(g) A well-furnished and luxurious suite at the top of the building.
(h) A room with four or more beds, particularly suitable for a family with
children.
(i) A room not used as a bedroom, where guests may read, watch
television, etc.
(j) Two or more rooms with a door to allow access from one room to
another.
I. SUITE
6. CONNECTING or ADJOINING ROOMS
2. FAMILY ROOM
7. DOUBLE ROOM
3. TWIN ROOM
8. TRIPLE ROOM
4. SINGLE ROOM
9. JUNIOR SUITE
5. PENTHOUSE
I 0. LOUNGE or SITTING ROOM
(or PARLO, = Am.E.)
18.1.3. Complete these sentences spoken by a hotel manager answering
enquiries about rooms. You will hear them in 18.2.1.
(a) All our rooms have c- - tr -1 h- -t-ng.
(b) They all have aw-sh b- -in and at- -1-t.
(c) Our single rooms are very c-mf-rt-b- -and the rates are
very r-ason-b- - .
(d) Or for real ec-n-my, let's suppose you have a sales conference.
You could d- - ble up your sales staff and put them into t- -n rooms.
(e) For something more 1-x-r-ous, we can offer our Delphos Suite.
(f) It has its own private t-rr- -e, where guests can sit outside and
enjoy the view over the lake.
(g) I can recommend our Bella Vista Penthouse. From the b-lc- -y
there's a magnificent view over the whole countryside.
18.1.4. What kinds of room do these pictures show?

238
18.2. LISTENING & PRONUNCIATION
18.2.1. A secretary from Speed Sportwear is talking to the Manager of the
Park Hotel, to arrange accommodation for visiting staff.
Accommodation will be needed for all grades, from sales staff to _
Managing Directors.
Listen to the conversation and check your answers to 18.1.3. Then
listen again and answer these questions:
(a) Will Speed Sportwear have to pay normal room rates? How do you
know?
(b) In the opinion of the Hotel Manager, what kind of staff would the
following room types be suitable for, and why?
the single rooms
the twin rooms
the Delphos Suite
the Bella Vista Penthouse
18.2.2. Listen again. Fill in the normal 'rack' rates for the room types
mentioned in the conversation.

PARK HOTEL - DAILY ROOM RATES

Single room ....................
Double room ...................
Twin room ......................
Triple room £70.00
Family room £85.00
Junior suite £105.00
'Delphos' ground floor suite ........................
'Bella Vista' penthouse suite ........................

18.2.3. Speaking & writing practice

18.2.3.1. Pair work: Practise asking and answering questions about room f)pes,
using the following:
company directors?
managers?
staff with their families?
Can you provide suitable salespeople?
accommodation for trainees?
married couples?
etc.
 single rooms They have .....
twin rooms It has .....
Certainly, double rooms suitable. etc.
you'll family rooms
find our ground floor suite (say why the room type
penthouse suite is suitable)
--

etc.

18.2.3.2. Pair work: Most hotels contain rooms which are used for purposes
other than accommodation. Match the rooms on the left with the
purposes on the right.

(a) Banquet Room (i) for showing goods and products

(b) Ballroom (ii) for holding large-scale meetings
(c) Reception Room (iii) for dancing
(d) Conference Room (iv) for cocktail parties and social events
(e) Exhibition Room (v) for a large group eating a special meal

18.2.3.3. Pair work: Study Tapescript in 18.2.L_

Student A: You are the secretary. You have to arrange accommodation
for visitingstaff at the-Park Hotet Youwant tcrdtscuss tne
types of rooin and rates for
their use with the Hotel
Manager.
Student B: You are the Hotel Manager of the Park Hotel. Try to sell the
rooms.
Change roles.

18.3. LISTENING ANDSPEAKING

18.3.1. Listen to enquiries from five people who need rooms in a hotel. Stop
--·--- ----- - - ------- ---- -------------·-·-·---------- ·--

the tape when instructed. What kind of roon:f (or-rooms) would yo,r
offer them?
Enquiry 1 .............................................................................
Enquiry 2 .............................................................................
Enquiry 3 .............................................................................
Enquiry 4 .............................................................................
Enquiry 5 .............................................................................
18.3.2. Listen to t1rn-next pan-of the tape You can heifr-'-'the suggestions the
Receptionist makes, but they are not in the same order as the
240
enquiries above. Match suggestions and enquiries.

240
 Suggestion (1) goes with Enquiry .....
Suggestion (2) goes with Enquiry .....
Suggestion (3) goes with Enquiry .....
Suggestion (4) goes with Enquiry .....
Suggestion (5) goes with Enquiry .....
18.3.3. Speaking & writing practice
18.3.3.1. Pair work: Read the following sentences to your partner (whose book
should be closed). You can read the sentences in any order. You partner
should say as quickly as possible what the sentence refers to. Add more
sentences of your own.
(a) It's a room with one large bed for two people.
(b) It's a room where you can show goods and products to people who are
interested in them.
(c) It's a room where you can have a meeting for a large number of people.
(d) It's a place where you can stand or sit, built out from the window of an
upstairs room.
(e) It's a large vertical section of wood or plastic that divides two parts of a room.
(f) It's a room with a door which leads through to another room.
(g) It's an area outside a room, in the open air, where guests can sit and
have a drink or a meal.
(h) It's a room where a lot of people can dace.
(i) It's a system that takes heat from one place and supplies it to all them
rooms in the hotel.
(j) It's an item of soft furniture that people sit on or sometimes sleep on.

18.3.3.2. Group work: Work in groups of three or four. Study Tapescript in

18.3.1 and 18.3.2.
Student A, B & C: You are the man / woman who is looking for a
suitable hotel room.
Student D: You are the receptionist. Suggest a suitable room
for the guests.
Change roles.
18.3.3.3. Pair work: Study Tapescript in 18.3.1 and 18.3.2. l\1ake similar
conversations and then work with your partner. Change roles.

241
 18.4. LANGUAGE FOCUS & PRACTICE
18.4.1. Expressions to learn
I'll quote to you first of all are what we call 'rack rate', that is-· the nQfll1_al rates quotes to the public. But obviously w
ld be best to use at least two rooms, including the ballroom and the adjoining reception room.
t he would find ideal, sir.
a family room, madam? It has four confortable beds and it's extremely spacious.
cially built for that type of meeting. It will accommodate up to 300 delegates.

18.4.2. Names of rooms -

single
··sitting room/pador ( Am.E.)7lounge
_d_Q_t1bl
connecting/adjojning room
twin
banquet room
triple
- oallroom -
family
reception room:
suite
conference room
junior suite
exhibition/display room
penthouse -··

18.4.3. Speaking & writing practice

---- ~- -----' --- -- ------·-·------

. .. · 18.4.3 1.Groupwcirk.:-You are in-a-partnership which has just bought a large

hotel. You are reorganizing the room in the hotel, and adding many new
- -

features. Draw up a list of 'special' room in you hotel (not just ordinary
-- -bedrooms/Decide on their names, their special features, and the rate for
occupying them.
18.4.3.2. Pair work: Now work with a studentfrom another group.
Student A: You are a manager in the hotel you reorganized m
- ·Exercise· lR:4:3.1. Be-ready to·answer errquiri-es· about the
... hoteLfrom people with special needs..--- ·-. -··-----

242
 Student B: Take the part of three or four people with special needs
who require rooms. Explain your needs to the manager,
and find out what he/she can offer.
18.4.3.3. Pair work: For student A's part, see below. For student B's part see
18.4.3.JB, Appendix 1.
Student A: You own a hotel. You want to improve the hotel by
adding:
- four double/twin rooms
- a ground floor suite, with terrace
- a conference room
- an exhibition room
You can afford to pay £360,000 at most. You are
discussing your plans with a building contractor (Student
B), who is giving his estimate for how much your plans
would cost.
Note down the builder's estimates. Calculate the total cost
and make a final decision about the extra rooms you want.
Tell the builder what you want him to do.
Student B: Reads the information in 18.4.3.3B, Appendix 1.
Change roles.

243
 PartB

18.5. GETTING STARTED

18.5.1. Look at the pictures. What hotel facilities do they show?

18.5.2. Match the hotel guidebook symbols opposite with the facilities
listed below. A few have been done for you.
-------------- •-. ~ -- --- --- . - - - - .. - -- - -
Match the hotel guidebook symbols opposite with the facilities listed
below. A few have been done for you;

□ tennis
□ telephone in
bedroom
·-·- ---------- ----□- parkin,.._g - DJaundcyLvaletservice
□ conferences
. □ central heating
D TV in bedroom
□ foreign language spoken
□ facilities for disabled
□ morning coffee/snacks
□ bar
□ mini-bar in bedrooms
□ s i:t1lllling-pool
□ fishing
□ special Christmas arrangements
□ recreation/games room
-·--··------- --···-· _
□ four-poster bed
□ building of historic
interest
□ children welcomed
□ solarium
... _ g_ l!i J_porter
D dogs allowed
□ golf-course (9 holes)
-----□ golf-course{l8 holes}---
D air- 011ditioning
244
6[ ]Lifr

33 I! l

11 [I]
12 21E}

245
18.6. LISTENING & PRONUNCIATION
18.6.1. Listen to this conversation between the General Manager of the
Palace Ho.tel and a former colleague, who meet at the annual
Hoteliers' Conference. As you listen tick ( 11 ) the facilities that the
hotel has now.
□ gamesroom □ fitness centre
□ tennis courts □ sauna
□ golf-course □ business apartments
□ solarium D business centre
□ swimming-pool □ conference rooms
18.6.2. Speaking & writing
practice
18.6.2.1. Pair work: Study Tapescript in 18.6.1.
Student A: You are the former colleague.
Student B: You are the General Mana.ger of the falace ?ot l.
Practise the conversation first with book open, then book closed
Change roles.
·18:6 2:2-:-Pair work: ·Mak:ea ·similar· conversation. Tthen work w1tli your
partner. Change roles.

18.7. READING AND LISTENING

18.7.1. Read this description of a 'Classic Room' at the Cop!borne Tara
Hotel in London and make a list of all the facilities and furniture in
the room. ------

Far from being places used only for sleeping and yes, the beds are
exceptionally comfortable - our Classic Room make waking hours fly.
.. ·wm{"tnefr· subt1e·colours·· aria lime .. oak. fumishiiigs,-·tney're light··
spacious, and. charming; ideal for working (there's. large, business-like
 desk) or relaxing (there's satellite TV with three international channels; a
radio, a computerized mini-bar; facilities fqr making your own tea and
coffee; two extremely restful armchairs ).
A beside panel gives remote control of lighting, TV, radio, and signs for
'Make Up Room' and 'Do Not Disturb'.
A trouser-press, iron, and board keep creases razor sharp or invisible as
required. An air-and-temperature control system ensures an atmosphere
perfect for individual requirements.
This level of thoughtful comfort extends into beautifully designed
bathrooms with basins, showers, and baths.
And if visitors want anything else, they can always dial room service 24
/tours a day.

What adjectives are used to describe?

a. the room as a whole?
b. the bed?
c. the desk?
d. the armchairs?
e. the bathroom?
Make a list of alternative adjectives that could be used to describe
each of these.

18.7.2.Listen to three phone calls between a prospective guest and the

information desk at three different hotels. The guest is enquiring
about the different rooms available. As you listen, identify which of
the following rooms are being described.

8 8

247
 Listen again and say how you feel each receptionist behaves. Are
they: -·------- ---·----,---- ·---·-····--·-·-· - ,,, - ----- •--- ···--·-··--•----· .,.. ,_ ------

a. interested/ persuasive?
b. bored?
How do you know?
18 7.3. Speaking & writing practice-.
_]8.-7.3.L-Pair work: Study-Tapescript,in 18.7.2.--- - -------- ---·- ------- ---
- Student71: Y-ou are the- prospective guest;--
Student B: You are the receptionist.
-------------- -- ----,--------- -----------·------ -

Practise the conversations firstwith book open, then book closed. Change
roles.
-J8:7.3.2. Pair work:-- Make similar conversations- and then work with your -- -
partner. Change roles.
 18.8. LANGUAGE FOCUS & PRACTICE
18.8.1. Expressions to learn

We've made quite few changes since you were there.

We built a large extension a couple of years ago with a pool, fitness centre, solarium, and sauna.
We've even opened a couple of tennis courts.
Our rooms are far more comfortable and we offer the best facilities in the area.

18.8.2. Describing past time

We use the Present Perfect to talk about:

events at an undefined time in the past which have a result in the
present.
• ..... they've put a lot of money into the hotel, and it really looks
great now.
• ..... we 've made quite a few changes since you were there. (You were
there four years ago. Now it's different.)
situations which began in the past and which are still continuing.
• He's been with us for more than three years now .....
We use the Simple Past to describe events at a particular time in the
past.
• We built a large extensfon a couple of years ago .....
• Last year we converted them into business apartments and a business
centre.
• He left just after you. I think.
• ..... in the end, H'e hired a top French chef
18.8.3. Making comparisons
Look at how we compare things:
• Yes, things are better than they were four years ago, that's for sure .....
• Our rooms are far more comfortable .....
•we offer the best.facilities in the area.

249
18.8.4. Extra facilities

Many guests have special

needs. Wh-at extra facilities would the follo'\Vi_l!g_ peop_l req!!_!I" _ or f1
c:l 1.1 ef11!1 MatcJ1_wi!ll_ !!t_ co_lu01 _ 0_1,1 the right.
1. a person in a a. organized games and activities
wheelchair
b. nappy-changing facilities in toilets
2. an elderly person
c. a resident nurse
3. a family with a baby
4. a family with young children -- d. pushc.chairs ----
5. a blind person e. special wide doors
- -

f. a courtesy bus to the town centre

g. ramps at all stairs
h. a playground and/or play-room
i. hoists in bedrooms
j. lifts to all floors
-k. notices in B- ra-i-l-le-
I. a low-level frontdesk ·
250
250
18.8.5. Measurements
In some English-speaking countries measurements are expressed in
feet and inches, which are still used to talk about people's height.
However, it is easy to calculate the equivalent height in meh·es.
1 foot(')= 30 cm
1 inch(")= 2.5 cm
5 feet = 5 x 30 cm= 1.5 m
6 inches = 6 x 2.5 cm= 15 cm
So five feet six (5' 6") = 1.5 m +15 cm, which is 1.65 m.
18.8.6. Speaking & writing practice
18.8.6.1. Pair work: Now write out the following sentences in full, using the
Present Perfect or the Simple Past.
1. 'When (they/arrive)?' 'Two weeks ago.'
2. In January, we (employ) three new members of staff.
3. I (not/see) Samantha since February.
4. The guests (be) tired after their long journey.
5. Last year, prices (go up) by five per cent.
6. Our current chef (work) here for over a year.
7. We (decide) to buy it as soon as we saw it.
8. As you can see, we (finish) building the extension.
18.8.6.2. Group work: Now study this extract from a consumer guide which
compares single rooms in competing Italian hotels. Make sentences
comparing them.

Hotel Hotel Hotel .. .

· Altiani CQt:1.corcli!I
"'-,--
-,- r•', , - -, ., - - -••-'l'• . M der110.
"•:1:.,.,,.... ,,. ,·..- , - •"'""' .. "" •
1
, =- ,......,,
Price ■■ ■■■ ■
Size ■ ■■■ ■■
W®Si?JS Mfll@fi4 bi it:4k.P
;;w,;aa@aa ; 4¥@ @.a
Comfort ■■■ ■■ ■
& &AMIZPiii iiAltb # 1£8
WA&¥4m
Facilities ■■ ■■■ ■
l#=IJF 4 44#,.IBZ I - ¥@ if A& 4

Distance from city ■ ■■ ■■■

centre

251
18.8.6.3. Group work: What problems do tall people face in hotels? Make a list,
then read the text below to check if your ideas are included. What other
problems are mentioned in the text?
 Read the text again and answer the questions:
1. What other words or expressions are used to describe tall people?
2. Who exactly is affected by this problem?
3. What solutions are being suggested?
4. What steps have already been taken?

18.9. FURTHER PRACTICE

18.9.1. Group work: Below are the entries for three hotels in Edinburgh
from a guidebook about where to stay in the United Kingdom.
1.

a. Which hotel is not in the centre of Edinburgh?

b. Which hotel is the largest?
c. Which is the smallest?
d. Which hotel has Oriental cuisine?
e. Which hotel does not include breakfast in its basic room rate?
f. What facilities are common to all three hotels?

1.
Edinburgh Lothian Map Ref: 32C3
Johnstounburn House STB 4 Crown Commended,
Hotel AA***, RAC***
Humbie EH 36 SPL FULLY LICENSED
Tel: Humbie (0875} 833696 Open all the year
Fax: (0875} 833626 Single bedroom fr £90.00
Manager: Ken Chernoff ·--·- - pedray
Mount Charlotte Thistle Double bedroom fr £125.00
Hotels per day
Full breakfast included
17t h century country Full breakfast £7.50
hiuse hotel set in acres of Lunch fr £12.00/alc Dinner
lawns, gardens, and farm fr £26.00/alc
land, at the foot of the Restaurant: Contemporary
beautiful Lammermuir Hills, Scottish
fifteen miles from Edinburgh. Open: Lunch, 12 - 2 pm
20 bedrooms of distinction Dinner 7 - 9 pm
with private bathrooms. Seats: 40
Scottish Tourist Board
Commended.
2.
Edinburgh Lothian King · Map ref: 32B3
James Thistle Hotel THISTLE ****
FULLY LICENSED
St James Centre, EHi 3SW
Tel: Edinburgh (031) 556 Open all the year
0111 Telex: 727200 Single bedroom with bath fr
Mount Charlotte Thistle £72.00 per day
Hotels Double bedroom with bath
fr £90.00 per day
Just off world-famous
Full Breakfast £8.25
Princes Street, the hotel is a
Continental £6.25
great place to return to after
Lunch fr £7.SO/ale Dinner fr
a day spent exploring the
£11.50/alc
Castle, the Royal Mile, and
Restaurant: French cuisine
the city's celebrated galleries
Open: Lunch 12.30 - 2 pm
and gardens or after a tiring
Dinner 6.30 - 10 pm
day's business. 147 rooms,
Weekend rates available
all with bathroom. French
Brasserie and American
themed bar.

3.
Map ref: 32B3
Edinburgh Lothian
Edinburgh Tourist Board
Linden Hotel and FULLY LICENSED .
Buntoms Thai Open all the year
Restaurant Single bed room fr £32.00
9/13 Nelson Street, EH3 6LE per day
Tel: (031) 557 4344
with bath/shower fr £39.00
Proprietor: Mr. Buntom
Dejrudee
- ,.. per day ·-
Manager: Mr. Anthony Double bedroom fr £44.00
Carrigan per day
with bath/shower fr £55.00
Central Edinburgh hotel in
·· per day
fine Georgian terrace close
Full breakfast included
to town centre with-
Lunchfr£7.00 Tea fr £2.50
Scotland's first Thai
Dinner fr £10.00. l"IJai .
restaurant. 20 bedrooms
cusine. Seats 70
(with and without facilities)
10% service charge added
in well-established small ..
-- - in restaurant.
hotel. providing good value
for-money. Bar, Night porter..
Close to theatres and shops.
2 ---: ·· ·- ---· - .::: ..
a. Which hotel
would you like
to stay in?
Why?
b. A
re
any
o-
fthe
hot
el
suit
abl
e
for
t
gu
es
ts
pr
file
 d;t the . nk are
start
ofU11 ; essential?
i! 17? ]
Match b. Establish an
them . order of
up priority.
i:fposs R
254
ible. e
a
18.9.2. Group
work: d
The
White t
Lion h
Hotel
is old. e
Hotel
inspec l
toi-
hav i
J11st_ s
visited
it and t
made
a o
numb f
er of r
recom
mend e
ations
and c
allow o
guests
m
w m
i e
t n
h d
s a
t
p
e i
o
c
i n
s
a
l ;
a. W
n h
e i
e c
d h
s d
o
t
y
o
o
s u
t t
a h
y i
 Recommendation Priority Approx. cost

Install lift upper floor □ £8,000

Widen doors to all communal rooms □ £1,000

Build safety-rail on step to entrance □ £500

Build outside fire-escape (from upper floors) □ £2,000

Build extra toilets (including one with wheelchair □ £2,000

access) near bar, to replace existing outside toilets

Fit smoke alarms □ £200

Install electric stair-lift for wheelchair access to first □ £1,000

floor (alternative to exiting hidden service lift)

Put ramps on all outside steps □ £500

18.9.2.2. The hotel owners have calculated how much each alteration 1vill
probably cost. In addition to the inspectors' recommendations, they also
want to make other changes to ;,nprove the hotel. They have a total
budget of £30,000 for all the alterations.
In groups, look at the two lists and decide what you are going to spend
the money on. Then compare 1vW1 another group.

Alteration Approx. cost

Redecorate throughout hotel £3,000
Install central heating on top floor (other floors £2,000
already have it)
Convert attic to extra room £4,000
Build extension on bar (extra seating) £9,000
Build children's play area in comer of garden £2,500
Build tennis courts in grounds £3,000
Refit all bathrooms (nventy rooms) £1,000 per room

18.9.3. Work alone:

Choose any two of the three hotels from 18.9.1 and write a letter
recommending them to a friend who is planning to visit Edinburgh.
18.10. NEW WORDS
access luxurious
accommodation magnificent
adjusting nappy-changing facilities
annexe occupancy rates
attic panoramic
balcony partition
central heating playing off
communal rooms ramps
conference reasonable
(rooms) recommendation
conferences recreation
connected refit
converted into remote control
convertible room service
courtesy bus safety rail
disabled -sofa --- ·
economy- -- solarium
en suite ·· staff
···exceptionally stair-lift
extension storey
fire escape subtle
fitness centre - -take::over
full-length mirrors terrace
furnishings · - ---- · -- - toilet- ----
-grade-- . trainee
homely trouser-press
install view
king-size. well-furnished
laundry/valet service

256
UNIT 19: INTERNAL ORGANISATION
Objectives
At the completion of this unit, students should be able to:
Identify the positions and responsibilities of hotel staff arid departments in a hotel
Say what an internal organization in a hotel should be like
Describe some main departments and their duties in a hotel.

Part A

19.1. GETTING STARTED

19.1.1. Hotels can be organized in different ways, and the names of jobs and
departments vary from hotel to hotel. But there are certain
departments that you will find in most hotels. Match the places on the
left with the words on the right.

(a) where guests make (i) Housekeeping

reservations, check in and check
(ii) Kitchen
out
(iii) Restaurant
(b) where guests eat
(iv) Front Office or
(c) where guests drink alcoholic
Reception
or soft drinks
(v) Bar
(d) where food is cooked
(vi) Cashier's office
(e) where bills are added up and
money matters dealt with
(f) the department that makes sure
the hotel and the rooms are clean,
and that everything in the rooms is in
order

19.1.2. Check if you know words for the following jobs. Often there is more
than one word that can be used.
(a) The person responsible for the cooking in the kitchens.
(b) The person who looks after guests' reservations.
( c) The person in charge of service to guests in the restaurant.
 (d) The person responsible for keeping the hotel clean and supplying
linen.
(e) The person who looks after all money paid to or by the hotel.
(f) The person responsible for greeting guests, helping them with their
luggage, organizing their transport, an:d dealing with their mail.
19.1.3. Complete these entences, spoken by a hotel manager. You will hear
them in the Li.st_ ning e _ rci_sl' J9 ..2.1. Vse tiles wor s.
responsible under(x 3) charge after includes to supervises

(a) The Assistant Manager is .............. for the day-to-day running of

the hotel.
(b) We have three receptionists who work the Head
Receptionists.
(c) In this hotel, the-·· Head- Porter tepotts .: .............. the Head
Receptionists.
(d) The Head Housekeeper is in ... ......... ... of the chambermaids and
cleaners:
(et We have four bar operatives, looking· ...................... tlie bars in tlie
hotel.
(f) The bars and the restaurants all come ................ the responsibility
9f tlie ! ur t Iv.! ger. 'I'_hf? f? ! 1:1f 11:! S ctt<:>11 .. ._._._:._:_·_·_·_:_·_·:.::_._ b_<? h _
restaurant and bar service.
--·-----·-- .-
--- - --·- - ----------- - -·- -

(g) The Head Waiter .................. three Station Waiters, and two part-
time waiters;- , -_ 0-

(h) ............... the Head Chef we have the Second Chef, and two trainee
-------- c=h=efi=s . _

19.2. LISTENING & PRONUNCIATION _ __ _ _ --- _ ------ -----

19.2.1. A student from a Hotel College is interviewing a Hotel Manager for
a project she is doing. Check your answers to Exercise 19.1.3. Then
_ Ustenagainand labelthe diagram below where_you see the letters (a)
-(h).

258
 l
( STAFF!

(gJ .(h1 tiar (1} cleaners

i l.•.. operatives /4!,
I i
(k) -statipn waitBrs {J}

·l... i.• ...•.•...J ..

trainee chefs part-time
d-.
assrsta
wa.f r
·

19.2.2. Ask and answer questions about the staff in the diagram you
labeled:

What does the Manager do?

Who do Assistant Manager look after?
Head Chef supervise?
Head Housekeeper work under?
the Head Receptionist
What lS Head Chef
Who are Head Porter
Head Waiter in charge of?
Bar responsible for?
Operatives
Chambermaids

He look(s) after .....

She supervise(s) ...
They work(s) under ...
lS in charge of ...
are responsible for ...
19.2.3.Look at the pictures below. They show some hotel workers. What
jobs do they do? Write the name of the job below each picture.
1 2

Make sentences about the pictures, giving reasons for your answers.
This table will help you:
-

I know he IS a ............... because he IS talkingto ...

think she she wearing ...
helping ... -
usmg ...
etc.

260