- •Введение
- •Unit I tourism
- •History of tourism
- •18Th and 19th century
- •Vocabulary
- •Ex. 1. Find in the text antonyms to the following words:
- •Ex. 2. Find in the text synonyms to the following words:
- •Ex. 3. Match the following words and word combinations in English with their Russian translation:
- •Ex. 4. Read the text again and decide which statements are true and which are false:
- •Ex. 5. Match the words with their definitions:
- •Ex. 6. Opposites: travel & tourism. Sort the words below into fifteen pairs. Each pair consists of two words with opposite meanings. For example: close; open.
- •Ex. 8. Fill in the gaps with the following words:
- •Ex. 9. Translate words and expressions in the text from Russian into English: Current Events Shaping Travel and Tourism: Eastern Europe
- •Ex. 10. Translate into Russian the following extracts: 1, 3, 4, Tourism: a Mixed Blessing
- •Ex. 11. Translate from Russian into English:
- •Now use the following information to complete the table.
- •Ex. 13. Translate from Russian into English
- •Ex. 14. Сhoose the correct variant:
- •Travel crossword. All the words in this crossword are connected with travel: across
- •Unit II types of accommodation
- •1. Hotel classification in terms of size
- •2. Hotel classification in terms of target market they serve
- •3. Hotel classification by the level of service
- •4. Hotel classification by affiliation
- •II. Vocabulary
- •III. Language
- •Hotels in China: a Market Analysis
- •III. Detailed comprehention
- •Iy. Activity
- •Unit III hotel facilities and services
- •Основные требования к отелям раличных категорий
- •II. Detailed comprehension
- •III. Language
- •Exercise 4. The following guests have different wishes. In which section of the room information sheet should they look? Write the number of each guest next to the correct section. (See example):
- •Information
- •Exercise 5. Fill in the missing words in the sentences below. Choose from the following. Use each word once only, although there are more words than you need:
- •Exercise 6. Fill in the missing words in the texts below. Choose from the following:
- •Electricity
- •IV. Activities
- •Unit iy careers in hospitality
- •A. Choosing a career.
- •B. Analyses of Labor Market.
- •C. Attitude Toward Self, Others, and Subject Matter
- •D. Human Resources Strategies in Russian Hospitality Industry.
- •E. Overview of Careers in the Hotel Industry
- •Departments in large hotels
- •F. Overview of Careers in Tourism
- •Labour Market Trends
- •Integration and Globalisation
- •Establishing adequate educational system in Russia
- •II. Vocabulary
- •Some jobs in hospitality
- •Hospitality resources
- •Iy. Detailed comprehention
- •1. Know the company's vision, culture and mission.
- •2. Know the products, services and procedures.
- •3. Make sure you follow through.
- •4. Never stop learning.
- •Unit y reservations
- •I. Vocabulary
- •II. Language
- •Exercise 4. The word in capitals at the end of each sentence can be used to form a word that fits suitably in the blank space. (See example):
- •Special Concerns
- •III. Detailed comprehension
- •Unit yi transportation
- •Travelling
- •Road transport
- •Water transport
- •II comprehension
- •III. Language
- •Iy activity
- •Glossary
- •Hotel reception
- •Hotel bar
Iy. Detailed comprehention
Answer the following questions:
-
What are the major job inventories in job analyses?
-
What system can you use choosing a career?
-
What is happening in the labor market nowadays?
-
What are the peculiarities of hospitality industry in Russia?
-
What are the job opportunities for employees in hospitality in Moscow?
-
Why are service industries so dependent on their personnel?
-
What attitude should employees in hospitality have toward self, others and subject matter?
-
What common features do most jobs have in hospitality/
-
Does the industry employ more men or women?
-
What qualities a person should possess if he wants to work in hospitality/
Y. ACTIVITY
1. Make a list of qualities you think are most important for people working in hospitality. Mark the qualities you have.
2. Read text I “Excellence through people” on the disk and speak about special attitude to employees in Hilton International.
Describe people who should go into hospitality according to the article.
3. Read text II “Observations of an Educator Preparing Students for the Worklife After School” and retell it.
4. Read text III “Tips for training new staff” and speak about key points for hospitality employees.
Tips For Training New Staff
Make sure your new employees know the hotel, its services and procedures, and never stop
learning.
An ancient Proverb says, Train up a child in the way he should go, and when he is old he will not depart from it." The same guidance can apply to new hospitality employees joining your property.
The following five key points can help you go beyond the usual, first-day hospitality basics to offer new staff the kind of advice that can help them excel in their positions.
1. Know the company's vision, culture and mission.
This can be a truly profitable step—especially for destination properties, where company culture is often a primary selling point, says William Brown, vice president of human resources for Outrigger Hotels and Resorts, Honolulu.
This is also a step some hoteliers might easily overlook or take for granted, given their property's obviously choice location or outstanding reputation. "We still explain to new staff that guests choose us because they want the 'Aloha spirit,'" says Brown, referring to Hawaii's reputation of being welcoming, generous and friendly to cultural diversity.
The more properties can reflect their own unique culture - and enhance the overall guest experience—the more successful they will be.
2. Know the products, services and procedures.
Unlike industries known for their specialized, limited practitioners, hospitality needs staff with broad knowledge. Could a new busperson direct a guest to your health and fitness center? Can your front desk staff describe a standard room to an inquiring guest? Guests will expect it.
At the Four Seasons Hotel, a 5-star property in London's West End, this is handled with a complete tour on the day of orientation. "We take everyone through the whole hotel," says Training Manager Marc Rodriguez. "So chefs go to see laundry facilities, front desk staff see the guestrooms." All staff also walk through the evacuation process and hear tape recordings of the different alarms, so they will recognize the sounds.