12. Work in pairs:

a) Look at the following words and phrases and think of a story that might combine them all. You may reorder them in any way you like using any form of the verb:

• had two restaurants;

• signature or upscale;

• mid-priced casual coffee-shop type of restaurant;

• placed greater emphasis on service;

• food preparation;

• increasing need for professionalism;

• hired an experienced chef and cooks;

• played a significant role;

• was necessary;

• found new opportunities;

• made a critical decision;

• responded to the demands of the guests;

• worked in close cooperation with the hotel GM;

• would become a good source of income.

b) When you have decided upon the story, tell it to your partner. Then listen to that of your partner. Ask each other as many questions as you can to learn further details or clarify some points.

13. Entitle the paragraphs beginning with the words: Hotel restaurants are run by...

Some restaurant managers work...

14. Divide the text into other logical parts and entitle each of them.

15. Give a summary of the text.

15. Translate the following text into English.

Из истории возникновения бара

Впервые название «бар» появилось в Америке. Во времена ко­лонизации североамериканского континента существовали магази­ны, в которых, помимо товаров повседневного спроса, торговали напитками. Происходило это прямо за прилавком, который пред­ставлял собой зарешеченную перегородку.

От этой перегородки (барьера) и произошло название «бар», из­вестное теперь во всем мире. «Американский бар» в том виде, в ко­тором он известен сейчас, был очень широко распространен уже в конце XIX века.

Case Study ensuring guest satisfaction Background

Managers of different hotel restaurants are often faced with similar problems that sometimes are rather difficult to solve.

1. Read the supporting text and provide detailed answers to the case questions below.

The Sunnyvale Hotel is operated by a major hotel management cor­poration. In order to ensure guest satisfaction, 300 survey forms each containing sixty-five questions are mailed to guests each month. Nor­mally, about seventy of the forms are returned. The hotel company cate­gorizes the guest satisfaction scores obtained into colored zones with green being the best, then clear and yellow, and red being the worst. Scores can be compared with those of equivalent hotels.

The most recent survey indicated a significant decline for the Sea Grill Restaurant with scores in the red zone. Guests' concerns were in the fol­lowing areas: hostess attentiveness, spread of service, and quality of food.

Upon investigation, the director of food and beverage also realized that the name of the restaurant, «Sea Grill», was not appropriate for the type of restaurant being operated. When asked, some guests commented that «it's a bit odd to eat breakfast in a fish place» [1, p. 191].

Vocabulary notes

1. form зд. бланк

2. to mail отправлять по почте

3. clear зд. бесцветный, прозрачный

4. decline спад

5. to be appropriate зд. соответствовать

6. place зд. ресторан

7. fish place ресторан, специализирующийся на рыбных блюдах