Directions: Read the text about functions of hotel departments and match each of the duties in Group A with its department in Group B.
Functions of Hotel Departments
A hotel operates twenty-four hours a day to make the guests stay enjoyable. It is also essential to make a hotel profitable, well-organized and efficient. A hotel can be divided into two functional divisions: the first is the “front house” division, and the second is the “back house” division. Both divisions consist of various departments divided according to their functions.
The management of the front office department in some hotels is separated from the housekeeping department, whereas other combine them under the heading of the rooms department for accounting purposes. The room apartment is said to be the operating unit. It is usually the most profitable department of the hotel.
The front desk is where the guest is received, registered and assigned a room. It is here that he asks for information, for his key, his mail and finally for his bill.
The housekeeping department is under the supervision of a housekeeper. The housekeeper is responsible for the preparation of guests’ rooms and for the cleanliness of all public areas of the hotel.
The accounting department is responsible for all the hotel’s financial record.
Every hotel needs to record the income it receives. All room charges, the telephone, the laundry service, the restaurant and room service must be posted on the guests’ account as soon as possible. And the financial statements must be checked for accuracy.
The sales promotion of the hotel is another major administrative function. It involves making the public aware of the hotel and trying to attract guests.
Promotion can be done by advertising, which is paid promotion, or by publicity, and public relations, which are generally unpaid.
The engineering department is divided into heat, light, power, repairs, and maintenance, and is responsible for all the mechanical equipment.
The main task of the food and beverage department is to provide food and drink for the guests. Many hotels have complete restaurant services with different prices ranges and different menus. Some large hotels offer a variety of bars and restaurants for their guests to choose from. The income of the food and beverage department comes from sales and other services like banquets and conventions. (Source: Phumpanich & Sriatsadaporn, 2001: 30)
Hotel types can be categorized depending on the criteria used to classify them such as hotel size, number of rooms, location, target market, ownership and affiliation, etc. Kate (2007:1) and Types of Hotels (2012:1) suggested types of hotels which can be classified into ten types according to specific purposes.
1.Commercial Hotels
These hotels primarily cater to business travellers and usually located in downtown or business districts. These are also known as Business Hotels.
2. Airport Hotels
This kind of hotels typically provides accommodation for airline passengers with overnight travel layovers or cancelled flights and airline crews or staff, usually located near the airports.
3. Suite Hotels
This type of hotels is the latest trend and the fastest growing segments of the hotel industry. It has a living room and a separate bedroom. Professionals such as accountants, lawyers, businessmen, and executives find suite hotels particularly attractive as they can also entertain in an area beside the bed room.
4. Extended Stay Hotels
This kind of hotels is similar to the suite hotels, but usually offers kitchen amenities in the room. It is for long-stay guests who want to stay more than a week and does not want to spend on hotel facilities.
5. Lifestyle/Boutique Hotels
This type of hotels gives guests a vacation setting with original decoration and service. The architecture of the hotel may be notable or the hotel has period furniture, artistic touches or other fetching themes.
6. Residential Hotels
These hotels provide long-term or permanent accommodation for guests. A guest usually makes a lease agreement with hotel for the minimum of one month up to a year. The room usually includes living room, bed room, kitchen, private balcony, washing machine, kitchen utensils, etc.
7. Resort Hotels
This type of hotels is usually located in the mountains, on an island, or in some other exotic locations away from the cities. Recreational activities, scenery, golf, tennis, sailing, skiing, and swimming are provided.
8. Casino Hotels
They are hotels with gambling facilities. Food and beverage operations are provided to support the casino operations in the hotels.
9. Conference and Convention Center Hotels
This type of hotels focuses on meeting and conferences and overnight accommodation for meeting attendees. The hotels also provide video conferencing facilities, audiovisual equipment, business services, flexible seating arrangements, flipcharts, etc. They are mostly located outside the metropolitan areas and have facilities like golf, swimming pools, tennis courts, fitness centers, and spas, etc.
10. Bed-and-Breakfast Hotels/Home-stay
This kind of hotels is a house with rooms converted into overnight facilities to accommodate one to ten guest rooms. The owner of the hotel usually stay on the premises and responsible for serving breakfast for the guest.
The larger the hotel is, the more complicated the hotel organization will be. In a small hotel, the operational system is simple and easy to run with one manager and one assistant. In a medium-sized hotel more staff are required and all the departments are independent of each other. Each department head reports directly to the manager. In the larger hotels, there is a greater level of professionalism in the different departments and sections. The management team under the general manager’s control will carry out the executive functions of the hotel, such as setting policy, budgets, long-term planning, sales plan and operating system. They are responsible for a larger staff and a far greater turnover.
The international hotel chains are under the control of a central management. The hotel services, operational systems and policies of the hotel chain are the same throughout the world. There is an inspection system in order to guarantee that overall standards are met. The key people like general manager and the department head are assigned from the headquarters. In addition, the staff members may take turns in working in other hotel branches throughout the world. The headquarters staff cooperate with other hotels in the same chain by giving advice and support about advertising. The most obvious advantage is the increased efficiency in making and controlling reservations. The great that one hotel can make his reservation for rooms at another within minutes.
TASK A
Directions: Fill in some missing parts in the blanks based on the above reading text.
The larger the hotel is, the more (1) ……….. the hotel organization will be. In a small hotel, the operational system is simple and easy to run with one manager and one (2) ……….. . In a medium-sized hotel more staff are required and all the departments are independent of each other. Each department head reports directly to the manager. In the larger hotels, there is a greater level of (3)……….. in the (4)………… departments and sections. The management team under the general manager’s control will carry out the executive (5) ………… of the hotel, such as setting (6) …………, (7) …………, long-term planning, sales plan and operating system. They are responsible for a larger (8) ………… and a far greater turnover.
TASK B
Directions: Fill in some missing parts in the blanks based on the above reading text.
The (1) hotel chains are under the (2) ………… of a central management. The hotel services, operational systems and (3) ………… of the hotel chain are the same throughout the world. There is an (4) ………… system in order to guarantee that overall (5) ………… are met. The key people like general manager and the department head are assigned from the (6) ………… . In addition, the staff (7) ………… may take turns in working in other hotel branches (8) ………… the world. The headquarters staff cooperate with other hotels in the same chain by giving advice and support about advertising. The most obvious advantage is the increased (9) ………… in making and controlling reservations. The great that one hotel can make his (10) ………… for rooms at another within minutes.
Directions: Read to the conversation between a hotel receptionist and a walk-in guest and decide if the following statements are True (T) or False (F).
Receptionist: Good afternoon, ma’am. How can I help you?
Guest: Hello, I need a room for this evening. Receptionist: Do you have a reservation?
Guest: No, I don’t. My flight’s been delayed until tomorrow evening and I need to stay in the city overnight.
Receptionist: I can offer you our walk-up rate which is 3170 per night for a double room including breakfast.
Guest: That’s very expensive. Is that the cheapest rate you have?
Receptionist: I’m afraid so. We’re very busy this evening.
Guest: OK. I’ll take it.
Receptionist: Could you fill in the guest registration card for me, please?
Guest: Can I pay by check?
Receptionist: I’m afraid not. Cash or credit card only, I’m afraid. It’s hotel policy.
Guest: What time do I have to check out tomorrow?
Receptionist: Our usual check-out time is 11 o’clock, sir, but with this rate you can have a late check-out until 2 p.m.
Guest: That’s great, thanks.
Questions:
The guest’s flight has been cancelled. (T / F)
The hotel is very busy this evening. (T / F)
The guest has to pay for breakfast. (T / F)
Usual check-out time in the hotel is 11 a.m. (T / F)
The guest can stay in his room until 2 p.m. (T / F)
TASK B
Directions: Read to the conversation asking a walk-in guest to stand by and answer these questions.
Receptionist: Good morning, sir. What can I do for you?
Guest: Yes, I’d like a room for two nights.
Receptionist: Do you have a reservation?
Guest: No, I don’t.
Receptionist: I’m sorry, sir. We’re fully booked since we are expecting a large convention group this afternoon.
Guest: Is that so? That’s why all the hotels around here are full.
Receptionist: I’m sorry, but if you’re willing to stand by until 6 p.m., we might be able to accommodate you if there are any cancellations.
Guest: Hmmm……. I guess I don’t have any choice. Can I leave my bags here while I go out?
Receptionist: Yes, sir. You can leave them at the Concierge. May I have your name?
Questions:
Does the guest have a reservation?
Why doesn’t the hotel receptionist provide a room for the guest?
What does the receptionist suggest the guest?
Where does the guest leave his luggage while going out?
Is the guest going to get a room at the hotel?
TASK C
Directions: Read to the conversation a receptionist referring a walk-in guest to another hotel and complete the missing parts.
Guest: I’d like a room for (1)……….., please.
Receptionist: (2)……….. a reservation?
Guest: Sorry, I don’t.
Receptionist: (3) ……….., madam. We have (4) ……….. available but would you like to (5) ……….. until 6.00 p.m.?
Guest: No, I don’t want to (6) ……….. .
Receptionist: I’m sorry, sir. We really don’t have a room now. But I’d like to ……….. another hotel nearby. I’ll be happy to call them and check if they have (8) ……….. available for you.
Guest: That sounds good. Thank you. (Source: Adapted from Chotchoei, 2000: 213)
TASK D
Directions: Suppose you are at reception. Finish the following dialogue using the cues provided.
Guest: I’m looking for a room for tonight, please.
You: (1) ……….. (Ask if the guest has a reservation.)
Guest: Oh, no. I don’t.
You: (2) ……….. (Say you’re sorry. Tell the guest you have no rooms available and suggest him to stand by until 6.00 p.m.)
Guest: No, I don’t think I want to wait. You see, I have a flight early in the morning and I want to get a rest.
You: (3) ……….. (Say you’re sorry. Tell you really don’t have a room now and recommend another hotel nearby. You’ll be happy to call them for him.)
Directions:Read to the conversation between a hotel receptionist and a guest, Mr. Harry Potter and answer the following questions.
Receptionist: Good afternoon. What can I do for you?
Harry: Yes, I have a reservation for a double room for tonight. The name is Potter.
Receptionist: One moment, please. Yes, Mr. Potter. We have a double room overlooking the sea for you for three nights.
Harry: Is it possible to change to a family room? You see, my wife and kids are here with me.
Receptionist: Oh, good afternoon, Mrs. Potter. Just a moment, please. I’ll see what I can do for you. Yes, we have a family room on the fifth floor, but it’s facing the garden. Is it OK for you?
Harry: Do we have it for three nights.
Receptionist: Yes, of course.
Harry: How much is a quad room?
Receptionist: It’s £200, sir.
Harry: OK. We’ll take it.
Receptionist: Would you please fill out this form.
Questions:
When is Mr. Potter going to stay in the hotel?
What kind of room did he make a reservation?
What is changed in checking in?
Can the receptionist make a change?
How much does the room cost per night?
TASK B
Directions:Read to the conversation according to a change in the length of stay and decide if the following statements are true (T) or false (F).
Receptionist: Good afternoon. May I help you?
Sara: Yes, I have a reservation from April 1st to 3rd. The name is Jones. Sara Jones.
Receptionist: Let me check……. Yes, we’ve reserved a single room as you requested.
Sara: Is it possible for me to have my room for five days, until the 5th.
Receptionist: I’ll see what I can do. Let’s see……Yes, Ms. Jones. We’re not fully booked for the next few days.
Sara: That’s great! Thank you.
Receptionist: You’re welcome, Ms. Jones. Would you please fill out the guest card?
Questions:
……….1. Ms. Jones booked the room for three days.
……….2. Ms. Jones wants to stay longer at the hotel.
……….3. Ms. Jones wants to stay for five days.
……….4. The hotel is fully booked on April 1st-5th.
……….5. The receptionist can’t extend her stay.
TASK C
Directions: Read to conversation and complete the missing parts.
Receptionist: Good evening. Welcome to Bangkok.
Mr. Chan: Hello, I’m Jacky Chan. I have (1) ………. for tonight.
Receptionist: Just a moment, please…..Yes, we’ve booked a suite for you three nights.
Mr. Chan: That’s right…. but I have a bit of a problem. I have to (2) ………. my stay. I have important business to deal with in Hong Kong on the (3) ………..
Receptionist: That’s fine, sir. So you’re checking out on the 15th?
Mr. Chan: No, on the 14th. I’ll be here for only two nights.
Receptionist: That’s OK. I’ll change your booking to (4) ……….. Would you like us to confirm your flight to Hong Kong?
Mr. Chan: Yes, please.
Receptionist: Would you like (5) ………. as well?
Mr. Chan: I think so.
Receptionist: All right. That’s taken care of.
Mr. Chan: Do I have to sign anything?
Receptionist: Please (6) ………. the registration form, sir.
Directions: Read to the conversation between a hotel receptionist and a guest, Ms. Anastasia Steele and decide if the following statements are true (T) or false (F).
Receptionist: Good afternoon, ma’am. Checking in?
Anastasia: Yes. Am I too early?
Receptionist: No, not at all. Do you have a reservation?
Anastasia: Of course. It’s under the name of Anastasia Steele.
Receptionist: Ms. Steele. Let me see. Here it is. You booked a room and you are going to stay for three nights, aren’t you?
Anastasia: Yes, that’s right, from February 3rd to 5th.
Receptionist: Would you please fill out this registration card?
Anastasia: Of course. Here you are.
Receptionist: Thank you for your patience. Your room number is 705. Here’s your key card. The bellhop will help you with your luggage.
Anastasia: Thank you. By the way, my company plans to send people down here on business in the future. I’d like to know if we could get a discount.
Receptionist: Long-staying or frequent guests can get a special rate. It can range from ten percent to 30 percent, depending on terms.
Anastasia: I see.
Receptionist: I’ll get our manager to call you. She’ll probably want to set up a time to explain the details.
Anastasia: OK. Thanks a lot.
Receptionist: No problem. Enjoy your stay, Ms. Anastasia.
Questions;
……….1. Ms. Steele is going to stay at the hotel on the 3rd to 5th of February.
……….2. The hotel has reserved a room for three nights.
……….3. The hotel helps the guest fill out the registration card.
……….4. Ms. Steele asks for a discount for her room.
……….5. Ms. Steele is going to call the hotel manager to explain the details.
TASK B
Directions: Read to the conversation between a front desk clerk and a guest, Ms. Lisa Lee and fill in the missing parts.
Lisa: Wow! I’ve never stayed in a place this fancy before.
Front desk clerk: (1) ………… to the Hula-Hula Hotel. How can I help you?
Lisa: We’d like to (2) ………… . Our names are Lisa and Mary Lee. We have a reservation for a room.
Front desk clerk: Let’s see.…Yes, we have a (3) ………. for you on the fifth floor, room 508, for four nights.
Lisa: Awesome! Oh, and my sister’s luggage was lost at the airport. Please tell us if it’s (4) ………. to the hotel.
Front desk clerk: Certainly. I’ll need your passport, and please sign this (5) ………. .
Lisa: OK. Here you are. Oh, and what is the checkout time?
Front desk clerk: 11 a.m. And if you need any assistance, please see our or call the front desk. Here are your keys. Enjoy your stay.
TASK C
Directions: Complete the two conversations with the words in the boxes.
Then listen again to check your answers.
Conversation 1
a wake-up call
Do you need
Served
a good stay
Good night
registration form
floor
double
Receptionist: Good evening.
Guest: Hello. My name is Schmidt. I have a reservation.
Receptionist: Certainly, Mr. Schmidt. Can I ask you to fill in the (1) ………. ?
Guest: Sure.
Receptionist: Thank you. Do you need (2) ………. tomorrow?
Guest: No, thanks.
Receptionist: Right. It’s a (3) ………. room on the fourth (4)………. . Here’s the key.
Guest: Thanks.
Receptionist: The lifts are just behind you. (5) ………. any help with your luggage?
Guest: No, that’s OK.
Receptionist: Breakfast is (6) ………. in the restaurant from 7.00 until 10.00. Have (7) ………..
Guest: Thanks. (8)………..
Conversation 2
check
booked and paid
doesn’t say
key
breakfast
your stay
three nights
credit card
Receptionist: May I have your name, madam?
Guest: Brook.
Receptionist: Yes, here it is. For (1)……..
Guest: Yes, that’s right. Thank you.
Receptionist: Can I have your (2)………, please?
Guest: Yes, here you are.
Receptionist: Thank you. The room is £160 a night, including (3)………..
Guest: Fine. I think my company (4)…………for the room.
Receptionist: Well, I’ll just confirm that. No, the system (5)………..that the room has been paid for.
Guest: OK. Not to worry. I’ll (6)…………it with head office when I get home.
Receptionist: Here’s your (7) ………. It’s room 401, on the fourth floor. Enjoy (8)…………..
Directions: Listen to the conversation between a hotel receptionist and a guest, Mr. Richard Gere and then answer these questions.
Receptionist: Good afternoon, sir. Welcome to the Grand Royal Hotel.
Richard: Good afternoon. My name’s Richard Gere. I have a reservation.
Receptionist: Certainly, Mr. Gere. One moment, please. Yes, here it is. One single room for two nights.
Richard: That’s right. Could I have a room on a lower floor, please? I don’t like to use the lift.
Receptionist: Are you OK with the second floor?
Richard: Yes, that’s wonderful. Thank you.
Receptionist: Could I have your credit card, please?
Richard: Yes, here’s my VISA card.
Receptionist: Thank you. This will just take a minute. Here’s your credit card. You’re in Room 205. Please sign here. And would you like a wake-up call?
Richard: Oh, yes. Could I have a wake-up call at 7.00 tomorrow, please?
Receptionist: Of course. Would you like a newspaper?
Richard: Yes, I’d like TheNations every morning, please. And what time’s breakfast?
Receptionist: Breakfast is between 7.00-10.30.
Richard: Thank you.
Receptionist: Enjoy your stay, Mr. Gere.
Questions:
Does Mr. Gere have a reservation?
What kind of room does he ask for?
Why does he want this kind of room?
What time does he ask for a wake-up call?
When does the hotel serve breakfast?
TASK B
Directions:Read to the conversation between a hotel receptionist and a guest, Ms. Jessica Parker and complete the following registration form.
Receptionist: Good afternoon. Can I help you?
Jessica: Yes, I have a reservation. My name is Parker.
Receptionist: Yes, Ms. Parker. We are expecting you. One double room from October 2nd-8th. Would you like to register now?
Jessica: Sure.
Receptionist: May I have your passport, please?
Jessica: OK. Here it is.
Receptionist: Do you have a middle name?
Jessica: Yes, Amelia.
Receptionist: You’re an American, right?
Jessica: Yes.
Receptionist: What’s your address, please?
Jessica: 1709 Sylvan Avenue, Englewood Cliffs, New Jersey.
Receptionist: What’s the zip code?
Jessica: 07632.
Receptionist: Are you going back to USA. or are you going to visit another country?
Jessica: I’m going to Hong Kong first.
Receptionist: Would you like us to confirm the flight for you?
Jessica: Yes, please.
Receptionist: And how are you going to pay, ma’am? Cash or credit card?
Jessica: Credit card.
Receptionist: May I have your credit card, please?
Jessica: Here is my VISA.
Receptionist: Thank you. Just a moment, please……Here’s your passport and your credit card. Could you sign here, please?
Jessica: Thank you. Is everything all right now?
Receptionist: Yes, you are in Room 1706. Our guest relations officer will escort you to your room. Have a nice stay, Ms. Parker.
INTERCONTINENTAL HOTEL Registration Form
No. 004570
SURNAME FIRST NAME NO. OF PERSONS
ADDRESS
CITY
COUNTRY
POSTAL
NAME OF COMPANY
OCCUPATION
NATIONALITY
DATE OF BIRTH
PASSPORT/ID NO.
IMMIGRATION NO.
ARRIVAL DATE
FLIGHT NO.
FROM
DEPARTURE DATE
FLIGHT NO.
NEXT DESTINATION
SIGNATURE
ROOM NO.
RATE
PAYMENT [ ] CASH [ ] AMERICAN EXPRESS [ ] DINNER CLUB [ ] MASTER CARD [ ] VISA [ ] JBC [ ] OTHERS
REMARK:
NO VISITORS ARE ALLOWED IN GUEST ROOMS
THE HOTEL WILL NOT BE HELD RESPONSIBLE FOR ANY VALUABLE AND PERSONAL PROPERTY, SAFE DEPOSIT BOXES ARE AVAILABLE, FREE OF CHARGE, AT THE FRONT DESK AND A PERSONAL SAFE IN YOUR ROOM. ROOM RATES ARE SUBJECT TO 10% SERVICE CHARGE AND 7% GOVERNMENT TAX.
TASK C
Directions: Read to the conversation between a receptionist and a guest, Mr. Charles Howard and fill in the missing parts.
Receptionist: Good morning, sir.
Charles: Good morning. I have a reservation. The name is Howard.
Receptionist: We’re (1)………..you and your friend, Mr. Howard. How (2)………… your flight?
Charles: It was fine.
Receptionist: Would you like to (3)……….. now?
Charles: Sure.
Receptionist: May I have your passport, please?
Charles: Here you are.
Receptionist: Your (4) ………. is Charles. Do you have a middle name?
Charles: No.
Receptionist: What is your (5)…………., sir?
Charles: 4301 Nouakchott Place, Washington, DC.
Receptionist: How do you (6)…………. Nouakchott?
Charles: N-O-U-A-K-C-H-O-T-T.
Receptionist: Thank you. And what’s the (7) …………. code?
Charles: 20521.
Receptionist: May I have your (8) ………….?
Charles: OK.
Receptionist: Thank you. A (9) ……….. will escort you to your room. Have a nice stay, Mr. Howard.
Spelling alphabet is used to provide correct information between people with a different language background. To spell a complicated name correctly, spelling alphabet can be used to make it clearer especially on the phone. There are several spelling alphabets, but the most widely used one is the Nato phonetic alphabet, which is also used in aviation, for example, between a pilot and the control tower.
A
for
Alpha
N
for
November
B
for
Bravo
O
for
Oscar
C
for
Charlie
P
for
Papa
D
for
Delta
Q
for
Quebec
E
for
Echo
R
for
Romeo
F
for
Foxtrot
S
for
Sierra
G
for
Golf
T
for
Tango
H
for
Hotel
U
for
Uniform
I
for
India
V
for
Victor
J
for
Juliet
W
for
Whiskey
K
for
Kilo
X
for
Z-ray
L
for
Lima
Y
for
Yankee
M
for
Mike
Z
for
Zulu
B.Telling Numbers
For dates with the month and day, we usually use the cardinal number in writing. However, when telling dates we always use the ordinal number in speaking.
1st = the first
3st =the third
4th =the fourth
5th =the fifth
6th =the sixth
7th =the seventh
8th =the eighth
9th =the ninth
10th =the tenth
11th =the eleventh
12th =the twelfth
13th =the thirteenth
14th =the fourteenth
15th =the fifteenth
16th =the sixteenth
17th =the seventh
19th =the nineteenth
20th =the twentieth
21st =the twenty-first
30th =the thirtieth
32nd =the thirty-second
40th =the fortieth
43rd =the forty-third
50th =the fiftieth
60th =the sixtieth
70th =the seventieth
80th =the eightieth
90th =the ninetieth
100th =the hundredth
101st =the one hundred and first
C. Telling dates, months, and years
It is written one of two ways as follows:
1. The US, the date format is month-day-year
July 8, 2016 (month, day, comma, year): We say July the eighth/ twenty, sixteen
2. In the UK, the date format is day-month-year
8 July 2016 (day, month, year): We say The eighth of July/ twenty, sixteen
C. Telling telephone number and credit card number
1. When you tell a telephone number, group the number and say each number individually.
081-975-8823: oh eight one, nine seven five, eight eight two three
2. When you repeat back a credit card number to a customer, group the numbers in blocks of four.
3347 4574 8473 8508: double three four seven, four five seven four, eight four seven three, eight five zero eight