KONAKLAMA VE SEYAHAT HİZMETLERİ

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1 T.C. MİLLİ EĞİTİM BAKANLIĞI KONAKLAMA VE SEYAHAT HİZMETLERİ YABANCI DİLDE KURUM TANITIMI İNGİLİZCE 222YDK105 ANKARA 2012

2 Bu mdül, mesleki ve teknik eğitim kul/kurumlarında uygulanan Çerçeve Öğretim Prgramlarında yer alan yeterlikleri kazandırmaya yönelik larak öğrencilere rehberlik etmek amacıyla hazırlanmış bireysel öğrenme materyalidir. Millî Eğitim Bakanlığınca ücretsiz larak verilmiştir. PARA İLE SATILMAZ.

3 CONTENTS EXPLANATION... iii INTRODUCTION... 1 LEARNING ACTIVITY DESCRIPTION OF THE HOTEL Wrds t Learn Physical Features f the Htel Histry f a Htel Departments f the Htel Staff Duties and Respnsibilities f the Staff The Fd And Beverage Bar Kitchen/Culinary Department Husekeeping Department Spa Accunting Department Extra Dialgues APPLICATION ACTIVITY MEASURING AND EVALUATION LEARNING ACTIVITY SERVICES AT THE HOTEL Wrds t Learn Services Definitins and Cntents f the Services Types f Services Security/Warnings/Precautins Functins Extra Dialgues APPLICATION ACTIVITY MEASURING AND EVALUATION MODULE EVALUATION ANSWER KEY RESOURCES ii

4 EXPLANATION KOD 222YDK105 ALAN Knaklama ve Seyahat Hizmetleri Önbür Elemani- Kat Hizmetleri Elemani- Operasyn DAL/MESLEK Elemanı- Rezervasyn Elemanı MODÜLÜN ADI Yabancı Dilde Kurum Tanıtımı Yabancı dilde kurum ve kurumun ürettiği hizmet ile ilgili MODÜLÜN TANIMI knularda dinleme, kuma, yazma, knuşma ve iletişim kurma yeterliklerin verildiği derstir. SÜRE 40/32 ÖN KOŞUL Ön kşul yktur. YETERLİK Yabancı dilde kurum, ürün-hizmet taıtımı yapabilmek. GENEL AMAÇ :Uygun rtam sağlandığında yabancı dilde kurum ve kurumun ürettiği hizmet ile ilgili knularda dinleme, kuma, yazma, knuşma yapabilecektir. AMAÇLAR: 1. Yabancı dilde kurum tanıtımı ile ilgili knularda MODÜLÜN AMACI kuma, dinleme, anlama, yazma ve knuşma yapabilecektir. 2. Yabancı dilde kurumun ürettiği hizmet ile ilgili knularda kuma, dinleme, anlama, yazma ve knuşma yapabilecektir. EĞİTİM ÖĞRETİM Ortam: Sınıf ORTAMLARI VE Dnanım: Tv, vide, vide kasetleri, cd ynatıcı ve cd ler, DONANIMLARI bilgisayar, interaktif cd ler kulaklık, sözlükler ÖLÇME VE DEĞERLENDİRME EXPLANATION Mdülün içinde yer alan her öğrenme faaliyetinden snra verilen ölçme araçları ile kendinizi değerlendirebileceksiniz. Mdül snunda ise kazandığınız bilgi ve becerileri ölçmek amacıyla, öğretmeniniz tarafından hazırlanacak ölçme araçları ile değerlendirileceksiniz. iii

5 INTRODUCTION INTRODUCTION Dear Student, Freign language is knwn t be imprtant in every field f sectr in the present day. In the field f turism it is still mre imprtant. Our cuntry has started full membership prcess fr Eurpean Unin. It wuld surely be pssible t use the emplyment pprtunities thse will cme up in this prcess nly with qualified labr. At this pint the success f ur cuntry that will be ne f the turism center in Eurpe and even in the wrld depends n yur qualified vcatinal training. 1

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7 LEARNING ACTIVITY-1 AIM LEARNING ACTIVITY-1 If suitable cnditins are prvided yu are ging t learn rganizatin at the htels and be able t tell yur guests abut the services rendered at the facilities f the htel crrectly. SEARCH Yu can listen t the dialgues between the guests by visiting accmdatin facilities and search abut rganisatinal structures Yu can investigate abut psitins and tasks f the htel persnel in yur area. 1. DESCRIPTION OF THE HOTEL 1.1 Wrds t Learn Gym (n) : Cntain(v) : Facility (n) : Chice(n) : Trainer (n) : Adventure (n) : Abslutely (adv) : Cst (v) : Lcal (n) : Histrical (adj) : Recmmend (v) : Shpping (n) : Particular (adj) : Unfrtunately(adj) : Hnest (adj) : Nble(adj) : Elite(adj) : Seek(v) : Prminent (adj) : Spacius (adj) : Prvide(v) : Attentin(n) : Reprt(n/v) : Cncern(n/v) : 3

8 1.2. Physical Features f the Htel Describing sizes and dimensins Lk at these ways f talking size and dimensins It s 6 meters wide and 12 metres lng It s 6 metres by 12 metres It s square/rectangular/rund It s L-Shaped It s shaped like and H It has a seating capacity f 60 It can take up t 60 peple Talking abut the cntents f a rm It s gt (a vide ) It s cntains..) It s equipped with..) It s set ut (fr a ccktail party, ) It s arranged (fr a wedding ceremny..) Mst htels ffer their guests many facilities and amenities fr their use and enjyment. The facilities may include pls, sauna and steam rm, a number f restaurants, a health center, tennis curts, prgrams fr children, a business center, etc. Thrughut the day a guest may ask a htel emplyee abut any ne f them. Questins that guests might have are; des the htel have a particular facility, where is it lcated, what time are the peratin hurs, hw much des it cst, d the facility staff speak English, etc. s may als ask abut facilities r places utside the htel. Such places may be a diving schl, an histrical site t visit, a ht night club, r a panramic vista. The list culd be endless. The mre knwledgeable htel staff is abut the lcal facilities and pints f interest, the better service they will be able t give t the guests. Belw are lists f varius facilities r activities that guests may inquire abut. At a Htel Restaurants Cafés Lunges Spas 4

9 Saunas Steam Rms Gift Shps Gym/Fitness Centers Cnference Rms Business Centers Swimming Pls Squash Curts Tennis Curts Putting/chipping greens Children s Prgrams In the Cmmunity Shpping Malls Nature treks Snrkeling Glf Island Turs Bat Charters Grcery Stres Zs Museums Panramic Vistas Aquariums Sea Kayaking Open Traditinal Markets Scuba diving Expressins-Htel Facilities Lk at these examples f guests requests abut facilities. Questin : Where can we ( see a gd a gd live band)? Respnse : Yu might want t try ( The Rcky Restaurant). Questin : I am lking fr ( a night club)? Respnse : Well, ne f my favrite places is ( The Reina). Questin : D yu knw where I can find ( fine jewelry)? Respnse : Yu may enjy shpping at ( The Diamnd Shp). Questin : Culd yu recmmend a ( gd French restaurant)? Respnse : I wuld highly recmmend ( Jacb s). 5

10 Questin : Where s a gd place ( t see a film)? Respnse : Have yu been t ( the cinema at Victry Square)? Questin : What is there t d ( here that is different)? Respnse : What abut a tur f ( Büyükada)? Dialgue- Htel Facilities Sample 1 Staff Staff Staff Staff Staff : We re lking fr a gd restaurant fr dinner? : What kind f fd are yu interested in? : Since we are in Turkey, we want t try Turkish fd. : The Ottman Restaurant is always a gd chice. : Thank yu very much. We ll try it. : Culd yu recmmend a place t take ur kids? They re getting bred at the beach. : There s a mvie theater at the Shpping Mall acrss the street that they might enjy. : Well maybe. Is there anything else mre exciting? : Lts f kids seem t have a great time at the G-Cart track. : N way. That s way t dangerus. I think I ll take them t the cinema. :As yu wish sir. Sample 2 Staff fr Staff Staff Staff Staff fee. : I need t check my . Is there an Internet café near here? : Certainly, sir. The Business Center at the htel has Internet Access. : Can I als surf the Internet there? I need t find sme infrmatin a meeting. : Abslutely sir. : Can I als save infrmatin t a disk r flash memry? : Of curse. : D yu knw what it cst? : T be hnest sir, I dn t really knw. But I m sure it s a reasnable : Ok, thank yu. : My pleasure, sir. Speaking Activities- Htel Facilities Practice using the abve expressins by having a dialgue similar t the nes abve with a partner, ne partner taking the rle f the guest and the ther the rle f the staff. Fr additinal practice, switch rles. Practice the dialgue several times, trying t use all f the expressins nted abve. 6

11 Rle play the fllwing situatins with a partner, with ne partner taking the rle f the guest and the ther partner taking the rle f the staff. The guest is seeking infrmatin abut: A place fr dinner- Chinese and Italian fd An utdr adventure A mvie A tur t a nearby island A night club Clthes Shpping Suvenir shpping Exercise Massage Histry f a Htel Picture:1.1. The rm where Ataturk stayed at Pera Palas Htel Histry f Pera Palas Htel When the wrldwide famus Orient Express chse Istanbul as its last stp in the East, Istanbul began t attract nt nly adventurers, but als the mre elite and nble classes f Eurpe. Unfrtunately, there were yet n htels in the city t meet the high standards f the Orient Express passengers.sn, the Pera Palace Htel in Tepebasi, which was funded in 1892 and celebrated with its grand pening ball in The architect Alexander Vallaury designed the htel in ne-classical, art nuveau and riental styles, giving Pera Palace its timeless, refined lk. Pera Palace Htel, was hme t many firsts. Apart frm the Ottman Palaces, it was the first building t have electricity as well as the first electric elevatr. Bathrms that prvided the nly running ht water in the city were als privileges exclusive t Pera Palace Htel guests. Tall spacius rms lit by magnificent chandeliers were hst t many unfrgettable tea and dance parties. Pera Palace Htel, a significant prminent symbl f Istanbul's urban culture fr ver a hundred years, was als witness t many histrical events such as Wrld War I, the 7

12 Occupatin f Istanbul, the Turkish War f Independence, the fundatin f the Turkish Republic and Wrld War II. Atatürk, the funder f the Republic f Turkey stayed at Pera Palas Htel many times between 1915 and The rm 101 where Atatürk stayed was arranged as Ataürk s Rm. In 2008 restratin Prject started and the htel repened its drs n 1 September 2010 t its guests. Self Check 1. When was Pera Palas Htel funded? 2. Wh was the architect? 3. When did the htel repen its drs? 4. What prminent features did the htel have at the time it was pened? 5. In what style was the htel designed? Departments f the Htel HOTEL FRONT OFFICE HOUSE KEEPING FOOD AND BEVERAGE OTHER SERVICES SPA Table 1.1. Parts f a Htel 8

13 Usefull Expressin Organisatin and Duties X des Y (e.g. X greets guests ) X is in charge f Department Y X lks after Y X is respnsible fr ding smething X s duties include ding smething X is respnsible t Y Here are sme f the psitins that are available at a htel. clerk/receptinist engineer chef pastry chef waiter/waitress hstess wine steward bar tenders pl attendant security staff department managers assistant managers general manager persnnel directr staff trainer supervisrs prmtin and sales events crdinatrs guest relatinship agent children s prgram staff spa staff masseuse health center staff health center trainers grunds keeper maintenance wrker medical staff 9

14 1.3. Staff Table 1.2 Staff Tree Human Resurces is the new name fr what we used t call "persnnel". One f the areas that HR cvers is emplyment. There are a number f areas in emplyment: advertising, interviewing, selecting, hiring, rientatin, and discharge Duties and Respnsibilities f the Staff Table: 1.3, Respnsibilities f the staff The frnt ffice f a htel is perhaps the mst imprtant area f the rganizatin. Althugh the rganizatinal structure f the htel s frnt ffice varies depending upn whether the facility is a small business r a large resrt, certain rles are fund within all rganizatins. 10

15 Frnt Desk Manager The frnt ffice manager is respnsible fr all frnt ffice peratins fr the htel. S/he als implements any plicies r prcedures that are administered by htel management. When VIPs, such as celebrities r dignitaries, stay at the htel, s/he is ften respnsible fr giving them the persnal attentin they require. In mst instances, the frnt desk manager reprts t the htel s general manager. Reservatins The receptin and reservatins emplyees f a htel frnt ffice interact with guests the mst. Reservatin clerks cmmunicate with the guests via the telephne and Internet, scheduling their stays and dcumenting any special needs they may have. Fr example, if a guest requests a rm n a nnsmking flr, the reservatin clerk will make special nte f this, s that an apprpriate rm will be ready when the guest arrives. Receptin Picture: 1.1, Receptin When guests arrive, frnt desk clerks check them in, impute their names int the facilities registry, assign them t a rm and answer any basic questins r requests the guests may have thrughut their stay. Fr example, a guest may call the frnt desk t reprt a leaky bathrm faucet. The clerk wuld then cntact the maintenance department s that the apprpriate repairs can be made. At the end f the guests stay, a frnt desk clerk checks them ut. In additin, the clerk reprts any cncerns the guest may have t the management. Prter Service Picture: 1.2, Prter 11

16 A htel bellby r prter greets guests nce they check int the htel. He carries the guests luggage while shwing them t their rm. Ensuring that everything in the rm is in rder and prperly wrking, the prter checks rm equipment, such as lighting and ventilatin. He may als instruct visitrs in the peratin f htel systems, such as the televisin remte cntrl and telephne. Cncierge The cncierge f a htel is a frnt ffice prfessinal wh crdinates guests entertainments, travel and ther activities. Any time guests have a questin, such as directins t lcal attractins, s/he finds the answer as quickly as pssible. In additin, s/he makes restaurant reservatins, rders car service and may even arrange persnal shpping fr the guests The Fd And Beverage Table: 1.4, Fd and beverage sectins The Fd and Beverage Manager Ultimately respnsible fr all areas f the fd and beverage peratin which includes all galleys, restaurants and bars. His/Her respnsibilities include fd cst budgeting, training, maintaining a high standard f fd quality and service, safe handling f fd supplies, etc. S/he is respnsible fr the sanitatin f all fd and beverage areas. S/he reprts directly t the Htel Manager 12

17 Picture: 1.5, F&B wrkplace Assistant Fd & Beverage Manager Respnsible fr the day-t-day supervisin f the restaurants, bar and galley and related activities as directed by the F&B Manager. His/Her respnsibilities include training and maintaining a high standard f fd quality and service. Restaurant Manager (Maitre d htel) Ensures prper guest service is prvided and is respnsible fr guest s dining assignment. Head Waiter (Demi chef de rang) Is respnsible fr a certain serving statin in the dining rm and supervises all waiters, busbys, and wine stewards in that statin and maintain cleanliness f statin, crrect table settings, and maintain a high standard service frm each persn that is under his supervisin. Captain Crdinates the service and cntrls service staff. Waiter/Waitress (chef de rang) Serves guests, keep menus clean, maintain cleanliness f tables and crrect table settings, explain the dishes, make recmmendatins, supervise busbys assigned t thse tables. Cmmies ( cmmis de rang ) Help waiters fr their wrk. 13

18 Bar Bar Manager Supervises entire peratins f the bar department; versees training and managing f the bar staff, cleanliness f lunges and is respnsible fr the entire bar peratin, including ccktail parties and cntrlling cst and revenue. Assistant Bar Manager/Chief Picture: 1.6, Barman wrk place Supervises day-t-day peratins f the bar department; training and managing bar staff, cleanliness f lunges as directed by the bar manager. Bar Waiter/Bar Waitress Is respnsible fr serving alchlic beverages t passengers in lunges and n decks. Set-up bar statins assist in re-stcking supplies, clean statins. Bartender Is respnsible fr serving alchlic beverages t passengers in lunges and n decks, bar set-up, cleanliness, stcking Kitchen/Culinary Department Executive Chef Is respnsible fr the staffing and fd prductin in the galleys and rm service and Crdinates with the Fd & Beverage Manager in the preparatin f weekly supply rders. He is respnsible fr the verall quality f fd preparatin nbard. The kitchen staff is as the fllwing; Sus Chefs Sus Specialties Chefs Ck I Ck II Chefs Stewards Supervisrs Stewards 14

19 Stewards Chef Departures Bakers Butchers Pantry Husekeeping Department Picture: 1.7, Picture: 1.8, Units f husekeeping Husekeeping department is ne f the busiest sectins in the htel as far as the variety f functins perfrmed, and number f staff wrking. It is usually situated at the laundry rm r any ther cnvenient place clse t Husekeeping Supplies. 15

20 The Husekeeping Department is respnsible fr neatness and cleanliness f all guest rms and mst public area and maintenance f recycled and nn-recycled cleaning inventries The Husekeeping Department is headed by an Executive Husekeeper (smetimes referred t as Husekeeping Manager). Delegatin, cmmunity guidance and directin are key skills required in a successful husekeeping manager. As a whle, it is the husekeeping manager wh wns the accuntability fr standards f cleanliness, maintenance and financial perfrmance within the husekeeping department. Staff at Husekeeping Husekeeping Manager Secretary/Typist Assistant Executive Husekeeper Linen/Unifrm Rm Supervisr Tailrs Uphlsters Attendants Desk Cntrl Supervisr Flr Supervisr Night Supervisr Public Area Supervisr Hrticulture Gardner Head Gardner Rm Attendants Head Husemen Clak Rm Attendant Husemen The prcedure f cleaning guest rms by the husekeeping department can be summarized in the fllwing way: Checkut clerk (r cashier) cntacts the Husekeeping Department that a rm became vacant and needs cleaning! Husekeeping Department updates the rm status frm ccupied t nchange and sends a rm maid t clean the rm Rm maid cleans the rm and cntacts the husekeeping department back abut the latest status and cnditin f the rm (especially fr utf-rder and ut-f-service!) If the rm is Out Of Order fr any reasn (i.e. Rm is extensively dirty, r needs repair!), then the Husekeeping Department deducts that rm frm thse available fr sale, until either scheduled t be extensively 16

21 cleaned r pst t the cnfirmatin frm the Maintenance Department that the deficiency was repaired! Husekeeping Department sends their inspectrs t check whether the stated rm has been cleaned t the htel standards r nt! If the rm is cleaned t htel s standards, the Husekeeping Department shall update the rm status frm On-Change t Clean and Available fr Sale and cmmunicate this t the Frnt Office Department! If the rm is nt cleaned t htel standards, inspectrs cmmunicate t the Husekeeping Department that the rm shall be cleaned again! Spa SPA MANAGER RECEPTION SALES&MARKETING PRACTISING UNITS The Spa department perates almst like a htel with a htel. It ffers separate services such as reservatins, husekeeping, frnt desk and cncierge. It may be jined t a fitness center r a Glf Club r a Resrt Htel, and will perate as a prfitable business unit. Spa Directr It is smene wh understands hw t set the stage by drawing upn a variety f skills such as psychlgy, hspitality, sales and marketing, public relatins and finances. Assistant Spa Directr r Spa Manager This persn typically versees the spa peratins. This persn shuld have a gd understanding f hspitality as well as technlgy (spa sftware) and spa treatments. Sales & Marketing Staff This persn wrks with the meeting planners and incentive grups plus may als have a rle in selling spa memberships and cnducting special events fr the lcal cmmunity day spa market. Receptinists Similar t the persn at yur htel/resrt frnt desk, this is the first impressin, the meet and greet persn wh pssesses an infinite amunt f infrmatin and wh sets the stage fr the guest experience. 17

22 Service Prviders (Staffs in Practising Units) These are the peple wh are perfrming the spa treatments. Many states require that they be licensed and/r certified. Sme psitins at the spa are; massage therapists, hair stylists, makeup artists, nail technicians, massage therapists and aestheticians. Sme spas will have Supervisrs fr the varius spa departments such as Massage/Bdy, Skin Care, Hair/Nails. Other spas may have a Persnal Services Supervisr t versee all the Service Prviders. Fitness Instructrs: These are peple wh nt nly supervise the cardi/weight studi, but they may als cnduct ne-n-ne training sessins as well as teach a variety f fitness classes. Depending n the type f fitness facilities and classes, there might be a Fitness Supervisr. Depending n the prgram f services, the spa may emply r have ncall specialists in areas such as nutritin, stress management, behavir mdificatin, health and lifestyle assessments, etc Accunting Department There are many users f accunting and financial infrmatin. Fllwing is a shrt descriptin f sme f the accunting functins in a htel. Directr f Finance Respnsible nt just fr the accunting and purchasing functins but als fr infrmatin technlgy. Assistant Directr f Finance This is similar t the assistant cntrller. Payrll emplyees They calculate the pay rate with the hurs wrked t generate the payrll register s that paychecks are released n time. Paymaster/General Cashier The persn wh is in charge f all the cash banks in the htel. He r she als makes all depsits f checks and credit-card receipts. Night Audits/Day Audits They begin recrding charges t guests accunts and verifying the revenue fr the htel at the end f the day. Directr f Purchasing They negtiate fr and buys everything the htel needs. 18

23 Receiving Clerk When any purchased items cme in, they shuld be delivered t the back dck area where the receiving clerks can check the delivered gds against the purchasing rders t ensure that nly the prper items will be received and accunted fr. Strerm Clerk They ensure that the stck is being rtated. This is especially crucial fr fd items s that current prducts will be cnsumed first, befre any new prducts that have just arrived. Maintenance A htel maintenance persn will ensure that just abut everything in the htel is in prper wrking rder. Daily tasks may include changing light bulbs, remving waste and painting. Other tasks will be assigned as needed, including fixing r replacing tilets, piping, rm appliances and vacuums Others Larger htels may have mre psitins, such as lss preventin fficer, security guards, bell bys, cncierge and shuttle drivers. Many htels may als ffer a shuttle service if they are clse t an airprt, amusement park r ther guest attractin. In smaller htels that d nt ffer an n-site r n-call cncierge, the frnt desk staff usually tries t assist in finding exactly what the guest is lking fr 1.4. Extra Dialgues Sample 1 Persnnel Trainee Persnnel Trainee Persnnel Trainee Persnnel Trainee :Here s frnt ffice. This is Mary, ur receptin manager. :Hell,.. :Mary is respnsible fr six staff; a cashier, tw receptinists, a reservatin clerk and tw prters. In receptin they handle all reservatins, arrivals, payments and departures, and there s always a receptinist here t deal with any questin r requests? :What abut phne calls? :Yes, phne calls t. That s the phne area ver there. If guests want services like laundry r dry cleaning, frnt ffice staff tells the husekeeper. She s respnsible t the assistant manager. :Is there much cmputer wrk? :Yes. These are the cmputers and thse are the printers ver there. All reservatins, check-ins, payments, and in-rm services are prcessed n these. We use the Fideli system :Oh, I see. 19

24 Sample 2 Persnnel Trainee Persnnel Trainee Persnnel : These are the kitchens. Jack is ur head chef. He writes the menus and he s respnsible fr the main curses, all the meat and fish. And this is Aimee, she is the sus chef and that's her statin ver there. She prepares all the sups, ht starters, and the side rders like chips and vegetables. :She has a lt t d : Yes. But tw cmmis chefs are respnsible t the sus chef, s they help her. The chefs de partie handle all the cld dishes, the sauces, and maynnaise, things like that. The pastry chef wrks ver there. He bakes all the bread, rlls, and crissants, and he prepares the ht deserts. The kitchen prters have a lt f duties. They prepare the vegetables, sharpen the knives, and clean the vens. And they re respnsible fr taking ut the rubbish. :Thank yu fr the explanatins. :Yu re welcme. 20

25 APPLICATION ACTIVITY APPLICATION ACTIVITY Use vcatinal phrases when necessary. Steps f Prcess Cllect all the necessary infrmatin fr the dialgue Perfrm the dialgue Build up yur wn dialgue Suggestins First read the dialgue carefully. If yu dn t knw the meaning f a wrd, lk up the wrd in an English dictinary and learn its meaning. Try t understand the tenses f the verbs. Be sure that yu understand the sentences crrectly and prnunce them crrectly Perfrm the dialgue with yur classmates. While yu are perfrming, be careful with the prnunciatin and intnatin. Change the venues Change the dates Change the persns Change the duratin At the end f this activity yu will be able t talk abut rganizatin at the htels and be able t tell yur guests abut the services rendered at the facilities f the htel crrectly 21

26 CHECKLIST If yu have behavirs listed belw, put (X) in Yes bx fr earned yur the skills within the scpe f this activity therwise put (X) in N bx. Evaluatin Criteria Yes N 1. Did yu find ut the wrds that yu dn t knw? 2. Did yu lk up the meanings f the wrds frm the dictinary? 3. Did yu make necessary sentences fr the dialgue? 4. D yu knw all f the wrds that yu speak abut? 5. D yu prnunce them crrectly? 6. D yu use the suitable tenses in yur sentences? 7. Can yu understand the guests that yu speak? 8. Can yu give the right answers t the questins f the guests? 9. Culd yu give brief explanatin abut the htel and the facilities f the htel? 10. Can yu understand rganisatinal structure f a htel? EVALUATION Please further review yur "N" answers in the frm at the end f evaluatin. If yu d nt feel cnfident, repeat learning activity. If yu say "Yes" t all questins, mve nt the "Measuring and Evaluatin". 22

27 MEASURING AND EVALUATION MEASURING AND EVALUATION 1) Read the dialgue between husekeeping staff at the htel and fill in the blanks with the wrds in the bx; spare/ lights/ bulb/lamp/welcme/snacks Husekeeper : Did yu check that the hangers and 1 bedding were all in place in the wardrbe? Janet :Yes, I did. Husekeeper :And the cabinet. Did yu lk in all the drawers? Janet :Yes. Husekeeper :Gd, s nw, light bulbs. Check all the. 2. and the table lamp Janet :The. 3 in the table 4 isn t wrking Husekeeper : Right, here s a new bulb. What abut the air cnditining? See if that s set crrectly Janet :That s fine. Mark said we must check the 5 flder as well. Husekeeper : Yes, it has all the infrmatin in it abut the htel. Finally please check the mini-bar and replace the.. 6 and drinks. 2) Cmplete the paragraph belw using in, frm, until, during, n, by, fr r t. The Suthern Restaurant is pen 1.. the evenings. It s pen p.m. Unfrtunately, it isn't pen the day and it's clsed 5... Mndays. There s a special Italian night 6. Thursday, but yu must bk p.m. 8 Wednesday evening. Next mnth, the htel will be clsed 9 17 days 10 the 10 th 11.. the 27 th f February. 3)- Read the questins and chse the best answer 1. Special cleaning and sanitatin tasks required fr maintaining fd preparatin and strage areas are typically perfrmed by: A) the husekeeping staff B) the Kitchen staff C) the chief staff D) the dining rm manager 23

28 2. Final respnsibility fr the cleanliness and verall appearance f banquet and meeting rms usually rests with: A) the general manager. B) the cnventin services staff C) the kitchen staff D) the husekeeping staff 3. Husekeeping s cleaning respnsibilities are typically determined by: A) thegeneral manager B) the executive husekeeper C) the rms divisin directr D) the manager f peratins 4. In mst htels, the husekeeping department has very limited cleaning respnsibilities in relatin t: A) pl and pati areas B) exercise rms C) kitchen areas D) management ffices 5. Cleaning strage areas A) husekeeping staff B) kitchen staff C) general manager D) dining rm staff 6. Cleaning breakfast service areas A) husekeeping staff B) kitchen staff C) general manager D) dining rm staff 7. Cleaning fd preparatin items A) husekeeping staff B) kitchen staff C) general manager D) dining rm staff 24

29 EVALUATION Please cmpare the answers with the answer key. If yu have wrng answers, yu need t review the Learning Activity. If yu give right answers t all questins, pass t the next learning activity 25

30 LEARNING ACTIVITY-2 AIM LEARNING ACTIVITY-2 If suitable cnditins are prvided yu are ging t be able t tell yur guests abut the services rendered at the facilities f the htel crrectly. SEARCH Yu can visit sme accmmdatin establishments and listen t the dialgues f the guests with the staff. Make mini dialgues after listening and then act ut the dialgues. Yu can visit the htels and gather infrmatin abut the service and the gds rendered Wrds t Learn 2. SERVICES AT THE HOTEL Return (v) : Vinegar (n) : Dry wine (n) : Brand (n) : Care (v) : Dial (v) : Distance (n) : Purchase (v) : Stre (n/v) : Receive (v) : Relaxed (adj) : Arrange(v) : In advance (n) : Equipment (n) : Ceremny (n) : Price list (n) : Excursin (n) : Available (adj) : Enclse (v) : Versatile (adj) : 26

31 Safety(n) : Depsit (n) : Advise (v) : Further (adv) : Enquiry (n) : Immediately (adv): Annuncement (n): Entertaintment (n) : 2.2. Services Definitins and Cntents f the Services Rm Service Mrs Brwn has just returned t her rm at the Mn Htel.It s 10:30pm.She didn t eat anything and decided t rder smething frm the Rm Service. Listen t the dialgue. : Press eight.right Rm Service : This is rm service, Bart is speaking. : Gd evening. This is rm 743.I want t rder smething t eat Rm service : What can I d fr yu? : OK. I ll have a Chef s Salad, please Rm Service : Will that be with balsamic sauce r il and vinegar? : Just il and vinegar, please. Rm Service : Anything else? : Bread rlls, bread sticks and ice water are included in the price madam. Rm Service : OK, fine, and a glass f dry white wine, please. : There are tw small bttles f white wine in the mini-bar. Rm Service : I knw, but I dn t care fr the brand. I ll take a glass f the Califrnia Chardnnay, please. Rm Service : OK : Hw lng will it be? Rm Service : We re nt that busy right nw. It ll be with yu in abut 20 minutes : That s great. Thank yu Shelf Check 1) What is the number f the rm the guest stays? 2) What des the guest want t eat? 3) Des the guest want anything else? 27

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