Федеральное агентство по образованию
Государственное образовательное учреждение
высшего профессионального образования
Нижегородский государственный лингвистический
университет им. Н.А. Добролюбова
Нижний Новгород 2005
Печатается по решению редакционно-издательского совета ГОУ НГЛУ им. Н.А. Добролюбова
Гостиница= Hotel: Учебно-методические материалы для студентов 2 курса отделения английского языка переводческого факультета. – Нижний Новгород: НГЛУ им. Н.А. Добролюбова. – с.
Настоящие учебно-методические материалы предназначены для развития у студентов 2 курса лексико-грамматических и коммуникативных навыков по теме “Гостиница”.
Составитель: О.М. Лысенко, канд. филол. наук, доц. каф. английского языка и перевода
Т.А. Бойцова, канд. филол. наук, доц. каф. английского языка
Н.Н. Соловьева, канд. филол.наук, ст.преп. каф. английского языка и перевода
Ó Издательство ГОУ НГЛУ им. Н.А. Добролюбова, 2005
Introductory text: “Hotels”
Conversation: “Booking a Room at a Hotel”
Test Yourself exercises
At a hotel
At the reception desk
Cancelling a hotel booking
Hotels of the past
Hotels of the future
The industry takes notice
Отель “Савой” на Рождественской
Hotels (from “Etiquette & Good Manners”)
Obligatory words and phrases
Supplementary and reference words and phrases list
A hotel is a place where people can be accommodated for one night or more. They are provided with rooms, meals, entertainments and different personal services in return for payment.
Modern hotels are not just places where you go to sleep. Many social activities are centered around them. International conferences, meetings, negotiations and even sport competitions take place at hotels.
There are various grades of hotels from cheap boarding houses to very expensive luxury five-star hotels. The size of a hotel makes a big difference: with more than 500-600 rooms it becomes very difficult to give personal service. That is why modern top-class hotels are never very big.
Now hotels offer their guests a wide range of services which were unheard of several years ago. Hotel guests enjoy air-conditioned rooms, express check-in and check-out, 24-hour room-service, overnight laundry with pressing service, and valet service. They can have their meals at restaurants and bars with superb cuisine. In many hotels guests can select a newspaper, order breakfast, book tickets and even check out using the room TV. Besides room telephones guests are provided with portable phones so that they can receive and make a call from anywhere in the hotel.
Nowadays business travel is becoming more and more important, and many of the hotel guests are businessmen. They do not care so much about their personal comforts but are very particular about the office facilities that can help them do their jobs. They are not satisfied any longer with the standard business conveniences like a telephone and a typewriter which hotels used to offer them. That is why most of the hotels are making alterations, adding new services and getting the latest technology to meet the needs of a business traveller and make life easier for him.
Many new quality hotels have round-the-clock business centres with conference halls and meeting rooms for smaller gatherings, as well as fully serviced private work areas out-fitted with high-tech equipment. Such centres offer secretarial and interpretation services, telex and facsimile services, personal computers, copiers, word processors, laser printers, calculators, colour cable TV and reference libraries.
In addition to these services, other facilities include health clubs with pools, saunas, sporting facilities, fitness centres and chauffeured transportation to and from the airport. In fact, everything possible is done to make hotels perfect both for business and entertainment.
Exercise 1. Comment on the statements based on the text “Hotels”. Decide whether the statements are true, partly true, or false. Explain your decision.
A hotel is a place where one can get good entertainment.
You can get your meals free of charge at any hotel.
Modern hotels have become centres of social activity.
All hotels are very much alike.
Modern top-class hotels can accommodate up to 1000 guests.
One can get personal service only at a five-star hotel.
Hotels do not increase the range of services for their guests.
Nowadays hotels have greatly increased the use of room TV sets.
Hotel guests can make a phone call at the reception desk.
Businessmen very rarely put up at hotels.
Businessmen are very particular about their personal comforts.
Hotels try to meet the needs of travelling businessmen.
Business centers at hotels can be used only in the day time.
Businessmen have to bring along to the hotel a lot of high-tech equipment.
Most hotels offer their guests good sporting facilities.
Chauffeured transportation is provided only for the guests who check out of the hotel.
A hotel should be a perfect place for doing business.
Exercise 2. Answer the following questions about the text.
What are hotels for?
How do modern hotels differ from the hotels of the past?
How are hotels classified?
Why do top-class hotels usually have not more than 600 rooms?
What does the price for a room depend on?
What conveniences do hotel guests enjoy nowadays?
In what way do hotels try to make the life of their guests more comfortable?
What do travelling businessmen require from a hotel?
What facilities do hotels provide for businessmen?
Why are sporting facilities considered to be a must at a good hotel?
What is the ultimate objective of every hotel?
Exercise 3. Find the following words and phrases in the text, supply their contexts and paraphrase the sentences in which they are used.
to make alterations
a wide range of services
Exercise 1. Fill in the gaps in these sentences with words form the list.
This hotel does not provide … for its residents.
Would you mind letting us know when you are planning … . We can then have your bill ready for you.
The new hotel will ... two thousand guests.
Let’s have dinner at the Ambassador Hotel. It’s famous for its … .
There is no need for you to drive to San Antonio. We provide our guests with … and it’s not very expensive.
Don’t forget your hotel card. The … may be used only by the hotel guests.
Besides standard … the new hotel has wonderful conference … .
You cannot expect to get … at such a big hotel.
Don’t be silly! This is a … hotel. We can’t possibly afford to put up at it.
Hotels must try to … of their guests if they want to exist in the world of tough competition.
Don’t worry. Your shirt will be ready by morning. Our hotel runs an … laundry.
Nowadays hotel guests … a lot of services which were unheard of several years ago.
to check out
meet the needs
Exercise 2. Supply words and expressions which fit the following definitions and make sentences with them.
A hotel of the highest standard or quality.
To provide with a place in which to live or stay.
Services that are useful or help one to do something.
An individual service.
A place or building intended for going in for sports.
A hall for a formal meeting.
A person who is lodging in a hotel.
A service which is provided all the time, both day and night.
A small computer used for ordinary office jobs, such as typing letters and reports, storing information, etc.
A private lodging house that supplies meals (not a hotel).
A room in which the temperature of the air is controlled by a special machine.
To leave a hotel after paying the bill.
A place or building intended for carrying out business activities.
A service which sends letters, pictures, etc. in electronic form along a telephone line.
A service responsible for cleaning and pressing the clothes of the hotel guests.
Exercise 3. Translate the following sentences into English.
Эта гостиница высшей категории очень популярна среди деловых людей, так как в ней предусмотрены все условия для работы и отдыха.
В этой пятизвездочной гостинице есть отличный спортивный зал с сауной.
Нам потребовалось всего десять минут, чтобы зарегистрироваться в гостинице.
Каждый номер нашей гостиницы оборудован телефоном, цветным телевизором и пишущей машинкой.
Ресторан этой гостиницы славится своей кухней.
Вы можете отправить телекс или факс из делового центра нашей гостиницы. Он находится на втором этаже рядом с конференц-залом.
Руководство гостиницы постоянно старается расширить набор услуг, чтобы удовлетворить все требования своих постояльцев.
Не волнуйтесь, к утру ваши брюки будут готовы. Прачечные услуги у нас оказываются круглосуточно.
Если вам нужны услуги секретаря или переводчика, обратитесь к администратору.
Новая гостиница сможет принять до 500 постояльцев.
Сотрудники гостиницы стараются оказать персональные услуги каждому гостю.
В настоящее время различные общественные мероприятия часто проводятся в гостиницах.
Exercise 4. Act as interpreter.
This is a conversation with a representative of the Moscow City Council.
Journalist: What kind of hotels do you have in Moscow?
Representative: В нашей стране система классификации гостиниц не такая, как в других странах. По международным стандартам гостиницы подразделяются на 5 категорий – и каждой соответствует определенное количество звездочек. Пять звездочек – самая высокая категория.
J: Oh, yes! The best American hotels like the Hilton or the Marriott are five-star hotels. Are there such hotels in Moscow?
R: Пока нет. Даже такие лучшие московские гостиницы высшей категории “А”, как “Москва”, “Украина”, “Националь”, “Космос”, значительно уступают западным. У них ниже уровень сервиса, слабая техническая оснащенность, ограниченные возможности для проведения досуга.
J: When are you going to have top-class hotels in Moscow?
R: В ближайшие пять лет в Москве планируется построить или реконструировать 10 гостиниц категорий 3-5 звездочек.
J: And what are the requirements for a five-star hotel?
R: О-о, это очень высокие требования. Такие отели предназначены главным образом для бизнесменов. Они должны располагаться в деловом центре города. В них, как правило, 300-600 номеров. Обязательны спортивно-оздоровительные комплексы, конференц-залы. Обслуга – со знанием иностранных языков. В комнатах предусмотрено все до мелочей – от иголок, ниток, конвертов, ручек до телексов, персональных компьютеров и ксероксов.
J: How much do they usually charge for a room in such hotels?
R: В западных отелях такой номер может стоить в сутки от 150 до 200 долларов и выше… .
Exercise 5. Act as interpreter.
This is a conversation with the manager of the Metropol Hotel:
Correspondent: After the reconstruction the Metropol Hotel, in accordance with the international classification, has become a five-star hotel. What new facilities and services can you offer your guests now?
Manager: Появился подземный гараж для трех с лишним десятков автомашин. Появились у нас сауны, плавательный бассейн, зал спортивных тренажеров. Для проведения встреч и заседаний оборудован конференц-зал с аппаратурой синхронного перевода на четырех языках. К услугам наших гостей – несколько первоклассных ресторанов, небольшой внутренний магазин, казино.
C: Many of your guests are businessmen who come to Moscow to do business. It is well known that they don’t care very much for their personal comforts but are very particular about the proper facilities for their work. Was this taken into the consideration during the reconstruction of the Metropol?
M: Конечно! Появился так называемый “бизнес-центр”, в котором можно воспользоваться любым видом связи – от обычно телефона до телекса и факса, взять на прокат пишущую машинку, снять копию на ксероксе, узнать последние биржевые новости со всего мира. Центр оснащен персональными компьютерами.
C: How many guests can the new Metropol accommodate?
M: В 402 номерах повышенной комфортабельности, из них 72 апартамента “люкс”, сумеем разместить 764 человека.
C: Excuse me, but what do you mean by “extra comforts”?
M: Например, все номера имеют затемненные оконные стекла, что в сочетании с совершенной системой кондиционирования воздуха позволяет в любое время года поддерживать в номере требуемую температуру.
C: How much do you charge per day?
M: Стоимость суточного проживания в гостинице от 150 до 600 долларов США.
C: What can you say about the people working under you?
M: Обслуживающий персонал насчитывает около 800 человек. Это – профессионалы, в совершенстве знающие свое дело и делающие все для того, чтобы наши гости чувствовали себя удобно. Мы надеемся, что “Метрополь” станет образцом для всего гостиничного сервиса нашей страны.
Exercise 6. Study the following hotel advertisements. Pay attention to the things they emphasize in order to attract more guests.
Now, imagine that you are the manager of a hotel. make up an advertisement for your hotel to be sent to the local newspaper.
The Boulevard Hotel
Just opened. A moderately priced, beautifully located first-class hotel.
Quiet, tasteful rooms with phones, personal safe, mini-bar, colour TV, balcony, same day laundry and 24-hour room service. Excellent facilities include 2 restaurants, pool fitness centre, business centre and conference rooms.
An ideal hotel in an ideal location.
The Boulevard Hotel gives travelers more of what they expect from a Five Star Hotel.
The Carlyte Hotel
Visitors to New York select The Carlyte, within walking distance of theatres, museums, shopping and nightlife, for its consistent excellence.
The Carlyte, the largest deluxe hotel in the world, offers 2.577 fully air-conditioned, elegantly furnished rooms and suites.
Each guest accommodation has a FAX, color cable TV, VCR, a stereo player.
Health centre with swimming pool, sauna, message, beauty care and hair dressing salon. Private parking .
The Carlyte Hotel offers its stylish atmosphere for vocations, business, health and beauty.
You are welcome!
The Crand Hotel Park
Elegance and hospitality.
With 204 luxurious accommodations.
Singles, Doubles, One and Two Bedroom suites.
First-class cuisine in three restaurants, two bars.
Superlative facilities for Conferences and congresses.
With a complete health club, business centre, relaxation centre, bridge rooms.
Multi-lingual staff. Minutes to Business Centre.
The Grand Hotel Park, Where all your needs are met.
Singles $125 - $135, Doubles $130-$140, Suites $160 & Up.
Exercise 7. Rooms at hotels can be booked by post. If you want accommodation in a hurry and you know a hotel or you’ve stayed there before, you’ll probably just send them a telegram, a telex or a fax.
But if you’re visiting an unfamiliar city, and if you require more information about the hotel, you may need to telephone them.
Study the following messages:
London, 3rd January
I should like to book a single room with bath for February, 3rd.
I don’t mind having a front room provided it is as quiet as possible. I shall arrive on the 3rd by dinner time and stay until the 6th after breakfast.
I am awaiting your early confirmation,
In reply to your letter of 3rd January I regret to say that we have no more rooms available for February 3rd. We are not yet fully booked for March, but we would advise you to write promptly if you intend to book for this period. Otherwise we suggest that you write to the Tourist Office which will supply you with a list of hotels and boarding houses.
We are sorry that we cannot give you a satisfactory answer as to the dates, and hope to see you among our visitors in March.
To: Hotel Concorde, Toulouse
Please book three rooms with baths for the night of Monday 1 April. Arriving 20.00 Hours.
Reserve double room Arriving Moscow Wednesday – Brown
Now draft your own letter, telegram or telex
- to the manager of the Savoy Hotel in London booking accommodation for a fortnight from April, 15.
- to the manager of the Marriott Hotel in New York booking three single rooms with baths for the members of the trade delegation from January 3 to January 10.
- to the manager of the Hilton Hotel in Paris booking a suite for the week-end in May.
Exercise 8. You have received a letter from your friend. He informs you that he is coming to your city on business. Though he knows that you’ll be only too glad to put him up at your place, he still prefers to stay at a hotel. He wants you to recommended him a good hotel. Write a letter to him, recommend a hotel and try to convince him that it is really the best hotel in the city.
Exercise 9. Imagine that you are designing a new business hotel: the first of a new chain, catering for mid-budget business travelers.
Decide on the basic concept of your “product”:
Atmosphere: modern or traditional or intimate - or new concept …?
Location: city centre, out of town or in quiet back street? What kind of people do you want to come to your hotel?
The staff: will there be a high ratio of staff to guests or will there be an emphasis on self-service?
What facilities will you offer? Make a list. Here are some ideas to start you off:
restaurant serving local specialties
free car parking
24-hour coffee shop
fresh fruit and flowers in bedrooms
room service 24 hours
Arrange the facilities you have listed in order of importance.
When your group has designed “the perfect business hotel”, describe your product to another group or to the whole class.
Exercise 10. Describe the duties of each of these members of the hotel staff:
the manager, a receptionist, a door-man, a chambermaid, a porter, a bell-boy, a head waiter, a lift-boy.
What requirements do you think the members of the staff should meet in order to carry out their duties properly?
Exercise 11. Render the English.
Гостиничная служба в Великобритании
Гостиничная сеть в Великобритании включает гостиницы самых разных классов с точки зрения комфортабельности и стандартов обслуживания. Плата за проживание в гостинице, особенно в Лондоне, довольно высокая и из года в год увеличивается.
В настоящее время сутки пребывания в лондонском отеле среднего класса стоят порядка £60, причем эта сумма не включает никаких дополнительных услуг (питание, телефонные разговоры, услуги прачечной и т.п.). В некоторых отелях в стоимость номера включается стоимость завтрака.
Номера в гостиницах можно заранее бронировать – за эту операцию дополнительная плата не взимается. Расчет за проживание производится, как правило, при выезде из отеля. Чаевые персоналу можно не давать, однако принято давать чаевые носильщику, если он поднимает ваши вещи в номер (традиционно в этом случае носильщику дают монету).
Гостиничная служба в США
Как правило, проблемы с местами в гостиницах не бывает, но рекомендуется заранее зарезервировать именно те номера и в той гостинице, которая больше подходит по расположению и стоимости. Стоимость номера гостиницы зависит не только от комфортабельности, но и от рейтинга гостиницы и близости к центру. Номера в гостиницах среднего класса – от 60 долларов и выше. Более дешевые номера – в мотелях, хотя по комфорту они не уступают гостиницам. Сутки в гостинице считаются с 13.00 до 13.00 следующего дня. После освобождения номера всегда можно оставить вещи на несколько часов в камере хранения. Документом для оформления номера могут служить паспорт, водительское удостоверение или кредитная карточка.
BOOKING A ROOM AT A HOTEL
Characters: 1. Receptionist (R)
2. Mr. Stock (S)
R: Good morning. Can I help you?
S: I’d like to check in for a room here.
R: Have you made a reservation?
S: Yes, I have. My name’s Stock. I booked a suite with your hotel two weeks ago.
R: If you’ll wait a moment, sir, I’ll check it with the guest list. Yes, that’s right. A suite from today for five days.
S: Well, you see, my wife felt unwell yesterday and couldn’t come with me. Could I change this suite for something smaller?
R: Well, I really don’t know, sir. We’re rather full at the moment because of the trade fair. You should really have mentioned the change when you confirmed your reservation.
S: Yes, I know, but she seemed to be quite all right when I phoned you.
R: Just a moment, though. I’ll see what I can do. What kind of room do you have in mind?
S: A single room with bath, and somewhere away from the front of the hotel, if possible.
R: Oh, I’m sorry, sir, but all single rooms are engaged now. There are only two double rooms available.
S: Well, how much do you charge for a double room?
R: Doubles are 200 dollars per night.
S: I see… What kind of rooms are the double rooms?
R: Very nice rooms, sir. I can offer you a room overlooking the garden, and there’s another one facing the courtyard. They are both very quiet.
S: Do these rooms have a bath?
R: Yes, they all have baths and showers, TV sets, radios, telephones – direct dialling, a double bed, wall-to-wall carpeting, lamps: you name it, they have it.
S: And breakfast?
R: No breakfast. There’s a restaurant here in the hotel, which is separate from the hotel bill.
S: All right, fine. Um… then I’ll take the double room overlooking the garden.
R: Very good, sir. How long do you intend to stay?
S: Five days, if that’s possible.
R: No problem, and you can always extend your stay if necessary.
S: Fine. Could I check in now?
R: OK. Would you fill in the arrival card: your name, address, the license number of your car. And sign the register right here, please. That’s fine. Would you mind letting us know the day before you check out from the hotel? We can have your bill ready for you then.
S: Sure. By the way. can I have my dinner sent to my room?
R: Certainly. Just dial extention 5 for Room Service. Here are your hotel card and your key. Your room № is 245. I’ll call the bell-man, and he’ll take you and your cases to your room in the lift.
S: Thank you very much indeed.
R: You’re quite welcome. Enjoy your stay. And if you need any help, just give us a call.
Exercise 1. Comment on the statements based on the conversation. Decide whether the statements are true, partly true, or false. Explain your decision.
Mr. Stock booked a room with the hotel well in advance.
He booked a double room with bath.
The receptionist could not offer him any accommodation.
Mr. Stock wanted to change the room because it faced the street and was too noisy.
Mr. Stock had informed the hotel about the change well in advance.
The hotel receptionist was not very pleased with the sudden change of booking.
The hotel was full because it was very popular with tourists.
Mr. Stock wanted a quiet room in the back of the hotel.
Single rooms were not available at the hotel at the moment.
There were quite a few vacant double rooms at the hotel.
A double room was provided with a bath, a TV set and a radio, but had no shower or telephone.
Meals at the hotel restaurant were included into the bill.
Mr. Stock took a double room overlooking the courtyard.
Mr. Stock was going to stay at the hotel for a fortnight.
Mr. Stock checked in at the hotel that very night.
The receptionist asked Mr. Stock just to sign the register.
Mr. Stock paid his hotel bill during checking in.
Mr. Stock had dinner at the hotel restaurant.
Mr. Stock’s room was located on the ground floor.
The receptionist was always ready to help Mr. Stock.
Exercise 2. Answer the following questions about conversation.
What kind of reservation did Mr. Stock make with the hotel?
Why did the receptionist ask him to wait for a moment?
Why did Mr. Stock want to change the accommodation?
Why did the receptionist sound so uncertain about the possible change?
What kind of room did Mr. Stock want to have?
What rooms were available at the moment?
What kind of rooms were the doubles?
How much did the hotel charge for a double room?
Where could Mr. Stock have his meals?
What room did Mr. Stock take after all?
How long was Mr. Stock going to stay at the hotel?
When did he want to check in?
What was the procedure of checking in?
Why did the receptionist request Mr. Stock to warn the hotel about his departure?
Where was Mr. Stock going to have dinner?
How did he get to his room?
How could Mr. Stock settle his problems?
Exercise 3. Explain the difference between the following words and phrases.
to make a reservation/to confirm a reservation
a suite/a double room
to check in/to check out
to be available/ to be engaged
an arrival card/a hotel card
a register/a guest list
Exercise 4. Find the following words and phrases in the conversation, supply their contexts and paraphrase the sentences in which they are used.
to extend one’s stay
to be full
the front of the hotel
a single room
to fill in
Exercise 1. Fill the gaps in these sentences with words from the list.
Mr. Milton … his accommodation with the Savoy well in advance because he knew form experience that hotels were … during week-ends.
Would you mind entering your name into the …, please?
Make out my …, please. I’m … early tomorrow morning.
I don’t mind having a … without a bath if you’ve got nothing else to offer me.
Make sure that our room doesn’t … the street. I can’t stand any noise at night.
The guest must answer all the questions when he … the … .
All single room at the hotel were …, and we couldn’t afford a …, so we had to put up at a motel.
The placed my suit-case on a special rack, showed me the room, checked whether everything was in order and asked me if there was anything else he could do for me.
Our names were not on the … because had not our reservation.
It might be useful for travelling businessmen and tourists to know that shoe repair shops, laundry and dry cleaning services are … for guests 24 hours a day.
Exercise 2. Give a brief summary of the conversation “Booking a Room at a Hotel”.
Exercise 3. Act out the conversation “Booking a Room at a Hotel”.
Exercise 4. Choose appropriate utterances out of sets of choices for your short dialogues in accordance with imaginary situations.
A: – I wonder whether you have any vacancies for tonight.
- Have you a single room for two nights?
- Can I book a double room from now until Friday?
- have you got a twin-bedded room for one night?
B: – Yes, I can offer you Room 24 on the first floor.
- Yes, but only on the top floor.
- You can have Room 33, overlooking the sea.
- I can let you have a room at the back.
A: - How much is it?
- NWhat price is it?
- What’s the price?
- MHow much do you charge for it?
B: - £2.90 a night excluding service.
- £4.50 with service and TV.
- £4.20 not counting the service.
- With a private bath, £5.25, service included.
A: - Can I see it, please?
- Fair enough. Can you show me the room, please?
- Can I have a look at it, please?
- Can you show me something a little cheaper?
B: - Certainly. Would you take a seat for a moment?
- Of course. Would you like to follow me?
- Yes, of course. Come this way.
- Yes, of course. I won’t keep you a moment.
Exercise 5. Supply the missing remarks.
Characters: Receptionist (R)
Mr Campbell (C)
C: Good morning! I’d like to have a single room with bath.
C: Yes, I have. My name is Campbell. I sent you a telegram to reserve a room.
C: Is it a front room facing the street?
C: I’d rather have a back room overlooking the park. You see, I can’t stand the noise.
C: Well, if that’s the only room you can offer, I’ll take it. What do you charge a night for this room?
C: Why, that’s a lot! I’m sure my boss is not going to like it. When must I pay the bill?
C: I expect to stay at least a week, most probably until the twenty-fifth.
C: I’ll be sure to let you know.
Exercise 6. Keep these conversations going:
– Good morning! Have you two rooms reserved for Brown, please? Two adjoining rooms with baths.
- Brown, did you say, sir? I’m afraid we have no room reserved for Mr Brown here.
– I booked a suite with a view of the lake a week ago. John Green is the name.
- I’m sorry, Mr Green, but your reservation came at very short notice. We’re practically full up. The only thing we can offer you is a single room with shower and no view on the top floor.
– Excuse me, could I extend my stay here, please. You see, I need at least two more days to finish my work.
- Well, let me see … Oh, I’m sorry, but we can’t let you stay in your present room. It has been booked for another guest already.
Exercise 7. Read these flashes of conversation and act them out.
Chambermaid: Did you ring, sir?
Guest: Yes. I have some laundry here. Will you please take it?
Chambermaid: Certainly, sir.
Guest: When can I have it back?
Chambermaid: How many things do you have?
Guest: There are two shirts, four collars, three pairs of socks, and some handkerchiefs. I think that’s all that’s urgent.
Chambermaid: Then we can manage it by tomorrow morning.
Guest: Thank you. I’d like to have it before Wednesday.
Chambermaid: Very well, sir.
Guest: And one thing more. I’d like to have my suit brushed and pressed.
Chambermaid: Certainly, sir. Could you let me have it straight away?
Guest: Yes. Here you are. When will it be ready?
Chambermaid: In an hour’s time.
Clerk: Ah, good morning, Mr Scott. What can I do for you?
Scott: Good morning. I’ve got a suit I’d like to have cleaned by tomorrow. Could you see to that?
Clerk: Yes, the hotel has a laundry and cleaning service. There’s a laundry and cleaning slip in the room for you to fill out. Just leave the suit in your closet with the laundry slip where the maid can see it. Or you can give it to her if you see her. Your suit should be back to you in the morning.
Scott: Wonderful! Thank you.
Clerk: Yes, may I help you?
Man: Yes, my name’s Lund, room 1522. I’d like to have a meeting room scheduled for me this afternoon at 2:00. Can you take care of that?
Clerk: Yes, sir, I’m the one to see. How many people will there be?
Man: Let’s see … there’ll be six of us.
Clerk: Okay, Mr Lund, Room B, down the hall behind you, second room on the right.
Man: Thank you.
Exercise 8. You need several things to have done for you. You press the button marked “Chambermaid”. Make up a short dialogue with the chambermaid using the following phrases:
Did you ring, sir?
What can I do for you?
Yes, may I be of any help?
Could I have my suit pressed?
I have some laundry here. Where can I have it done?
I’m afraid there are no towels in the bathroom.
I’m afraid there’s something wrong with the bath. It doesn’t hold water.
Could you bring another blanket for me, please?
The TV set in the room doesn’t work.
I want this book to be sent by post.
I can take it over to the post-office.
Don’t worry. I’ll send the repairman at once.
Our hotel runs an overnight laundry service.
I’ll fetch them in a jiffy.
There’s a two-hour pressing service here.
When can I have it back?
How soon can I have it done?
When can you put it right?
It’ll be ready by the evening.
I think we can manage by tomorrow morning.
You’re sure to have it back in an hour.
We’ll do it right now.
Anything else, sir?
I’d like my breakfast served in the room.
Will you see to it that I’m not disturbed in the morning until I ring.
I want you to call me at 7 tomorrow morning.
I want you to call a taxi for me for 5 o’clock.
Very good, sir.
O.K. Don’t worry.
That’s great. Thank you.
Thank you very much indeed.
Exercise 9. Translate into English.
- Здравствуйте. Чем я могу быть вам полезен?
- Мне нужна комната на одного с ванной, на двое суток.
- А вы заказывали комнату?
- Да, я сделал заказ по телефону два дня тому назад. Моя фамилия Фрок.
- Одну минуточку, господин Фрок, я посмотрю в списке гостей. Да, все правильно, мы оставили вам комнату на четвертом этаже с ванной и телевизором.
- Благодарю вас. Мне можно сейчас зарегистрироваться?
- Да, конечно. Пожалуйста, заполните карточку прибытия.
- Добрый вечер. Я заказывал двухместный номер на имя Блейк.
- Как вы сказали, Блейк? Сейчас посмотрю … Да, для мистера Блейка забронирован номер. Я могу предложить вам номер на втором или на восьмом этаже. Какой хотите?
- Даже не знаю. А куда выходят окна?
- На площадь. Советую взять номер наверху. Окна выходят на Кремль. Прекрасный вид.
- Вы меня уговорили.
- Думаю, что комната вам понравится. На сколько дней вы у нас остановитесь?
- Дней на десять.
- Прошу вас заполнить этот бланк.
- Так … Фамилия, имя, откуда приехал, на какой срок, адрес … кажется все.
- Извините, но вы забыли расписаться. Напишите вашу фамилию вот здесь, внизу. Теперь все в порядке. Вот ключи от номера. Когда будете уезжать, предупредите, пожалуйста, администратора. Лифт по коридору налево. Если вам что-нибудь понадобится, обратитесь к горничной.
- Вы звонили?
- Да. Мне нужно постирать белье.
- Пожалуйста. Много у вас белья?
- Здесь две рубашки и свитер.
- Хорошо. Завтра утром все будет готово.
- И еще одно. Мне бы нужно почистить и отутюжить костюм.
- Пожалуйста. Вы позволите мне взять его сейчас?
- Да. Вот, пожалуйста. Когда он будет готов?
- Через час.
Exercise 10. Disagree with the following statements. Correct them.
1. There’s a rule at hotels requiring that guests should pay in advance. 2. It is advisable to book accommodation at a hotel on the day of one’s arrival. 3. If one travels with a large family, one usually takes a single room. 4. The rates for those who stay at a hotel longer are higher than for those who stop for a night or two. 5. One goes to the reception desk to buy cigarettes. 6. If the gust wants his breakfast in his room, the desk-clerk or manager will bring it to him. 7. Suites are usually the cheapest rooms in hotels. 8. The clerk who is in charge of rooms helps the guests with their luggage. 9. Guests of hotels cannot receive letters or postcards. 10. Telex and fax machines are found in every room of a hotel. 11. Guests are recommended to leave the hotel without notifying the management. 12. Nobody expects guests at hotels to tip the servants. 13. There are sport facilities at all hotels. 14. It is much more expensive to stay at a motel. 15. All the guests must be back in the hotel before midnight.
Exercise 11. Say what you would do if
- the chambermaid refused to have the laundry done for you
- the page told you that your tip was inadequate
- you happened to have very noisy neighbours
- you discovered that your things had been tempered with during your absence
- the person you share the room with was snoring awfully at night
- the receptionist woke you up at 4 a.m. instead of 7 a.m.
- the water stopped running when you were having a bath
- a stranger entered your room by mistake in the middle of the night
- your shirt was returned to you from the laundry faded and shrunk
I. Fill in the blanks with prepositions and adverbs where necessary.
If you want to put … … a hotel, it is advisable to reserve a room … advance.
Mr Pork is very particular … his room. He insists … having a room … a view … the sea.
What hotel are you staying …?
When you enter … a hotel ask … the receptionist.
The receptionist found our names … the guest list, handed .. us arrival cards and we filled them … giving all the information required.
I’m leaving in the afternoon. Will you kindly check me …?
They’ll charge … you 40 pounds … a night … a double room.
I want to take a single room … bath … a week.
How much do you think I ought to tip … the maid?
Press the button once … the chambermaid, twice … the porter and three times … the waiter.
All the keys … the rooms are kept … the key-rack … the reception desk.
Will a room … the second floor facing …the garden suit you … 20 dollars … a night?
How much do you charge … a single room with shower?
My secretary booked a suite … your hotel … telex … 5 days … today.
You can always have your trousers pressed, but this is separate … the hotel bill.
We’ve reserved a single room … a private bathroom … you. Would you mind entering your name … the register, please?
II. Translate into English.
Есть ли свободные номера в вашей гостинице?
Сколько стоит одноместный номер с ванной в сутки?
Распорядитесь, чтобы посыльный отнес мой чемодан наверх.
Сколько дней вы пробудете в гостинице?
Администратор долго не мог найти ключ от моего номера.
В какой гостинице вы остановились?
Нам хотелось бы иметь смежные комнаты с ванной и видом на море.
В нашей гостинице прачечные услуги оказываются круглосуточно.
Мы выезжаем завтра рано утром. Приготовьте счет, пожалуйста. Я хочу оплатить счет сегодня.
Вам необходимо заполнить листок прибытия и расписаться в журнале регистрации.
Сколько следует дать на чай официанту?
Мы решили, что возьмем номер на двоих, если не сможем получить два отдельных номера.
Я боялся, что мне будет мешать шум уличного движения, если я возьму номер с окнами на улицу.
Сейчас у нас нет ни одного свободного номера.
Если ваш отель, как вы говорите, набит битком, что бы вы могли мне посоветовать?
Вы забронировали номера?
Куда выходят окна нашего номера: во двор или на улицу?
Я хотел бы отдать в стирку мои вещи, и их надо погладить.
Газетный и сувенирный киоски находятся в главном вестибюле отеля.
Вам не нужно давать чаевые горничной. Чаевые в этой гостинице включены в общий счет.
Я хочу поработать сегодня вечером. Говорят, в этом отеле прекрасный деловой центр с современным офисным оборудованием.
Это пятизвездочной отель, поэтому здесь наверняка есть спортивный центр и сауна.
Конечно, мне бы хотелось пожить недельку в номере-люксе какой-нибудь роскошной гостиницы, но пока мне это не по карману.
Если вы обратитесь в бюро обслуживания в номере, они разбудят вас утром в указанное вами время.
Если вы собираетесь выехать из гостиницы, вам следует известить об этом администрацию, и вам подготовят счет.
Act out the following scenes.
Mr Jones has just arrived at a small town where he has to stay for the night. There are only two hotels in the town ad he goes to the one near the railway station. Mr Jones comes up to the receptionist and asks him tentatively if he could put up at the hotel. He explains to the receptionist that he is a stranger in the town and feels worn out after a long trip. He is glad to learn that the hotel is only half full and he actually can choose a room to his liking. Mr Jones asks the receptionist to help him fill in the arrival form, asks some questions about the town and then goes up to his room.
The receptionist seems to be very glad to see Mr Jones. There are very few guests at the hotel at this time of the year and plenty of rooms are available. He welcomes the guest, tells him what rooms are vacant, helps him choose a room, fill in the arrival form and answers his questions about the town.
You are to go on business to another city. Call one of the hotels in that city and book accommodation. Be sure to inform the receptionist about the date of your arrival and departure, and the kind of room you want to have. You are particular about your accommodation and you want to cancel your booking when you learn that the hotel has not got a business centre.The receptionist manages to convince you not to do that.
The receptionist answers the phone and registers the booking. Unfortunately the hotel can’t offer the necessary accommodation. But the receptionist doesn’t want to lose the guest and offers him several alternatives. He sounds very convincing describing the advantages of the hotel, informs him about the price and the terms of booking and in the end keep the customer.
You have failed to reserve a room in advance. Try to make the receptionist understand your position and register you at the hotel at least for the night.
Unfortunately the hotel is packed full and the receptionist cannot do anything for you. But he tries to be helpful and recommends you a number of places where you are sure to find accommodation.
You work as a receptionist at a hotel where a big international conference is to take place. Delegates are beginning to arrive and you are busy checking them in. The head of a group of 15 people comes up to your desk to inquire about their booking. You find their reservations in the register and discuss with the man how to accommodate the members of the group taking into consigeration their wishes. In the group there are two married couples, three fussy old ladies who are very particular about everything, four gentlemen two of them holding very important positions and four young ladies.
You have checked in at a hotel and the bell-boy takes you to your room. He shows you round the room, explains to you the hotel regulations and demonstrates how different things work.
You ask him to switch on the TV-set for you and ask what services the hotel offers to the guests, where you can have meals, buy a newspaper, have your laundry done, etc. and how you can get to different places in the city you need. The bell-boy tries to be helpful and give you all the necessary in formation. You give him a generous tip.
You’ve been at the hotel for a week already and you want to have some things done. You call the chambermaid and ask her if you can have your laundry done. You’ve run out of white shirts and need at least one ready as soon as possible. Besides there’s something wrong with the TV-set (one of the channels does not work). You want to know if you can have your shoes repaired and what the working hours of the sauna are. The chambermaid tries to be helpful.
You are not feeling quite well and decide to stay in your room for a day or two. You call Room Service and order dinner. Then you ask them to bring you today’s newspapers and a video cassette with a feature film. Your hair needs cutting and you wonder if they can send up a barber to your room.
The Room Service clerk reads the menu to you so that you can order dinner and asks what newspapers you would like to read, and what kind of feature film you have in mind. He regrets to say that you cannot have your hair cut in the room and tell you where the barber’s is.
You are not pleased with the hotel you are staying at. You believe that the personnel is rather inefficient, the room is noisy, the sheets are damp, and the service is poor. In fact, you feel like checking out and look for a room somewhere else.
Mr Reed, who shares a double room with you, is a very experienced traveller who has been to a lot of different hotels, does not quite agree with you. Though he admits that the service leaves much to be desired, in his opinion things could have been worse. He tries to reason with you and recalls the shortcomings he came across in other hotels. His stories cheer you up and you begin to look on the bright side of things.
You are not satisfied with the room they offered you at the hotel. This is not what you had in mind when you looked through the hotel brochure and booked the room. You are complaining to the manager that the room is dirty and too small, the hotel is too far from the sea, there is no swimming-pool, and the lift is out of order. What is more the personnel do not speak English. You tell the manager that you want to get your money’s worth and threaten to leave immediately.
The manager feels awfully embarrassed and keeps apologizing for the inconveniences. He tries to explain to you why things got out of control and promises to do his best to put things right.
Leaving the hotel you ask the receptionist to get the bill ready for you. When you see the bill, you get very surprised: it is not what you expected. You get infuriated and start arguing with the receptionist. The latter tries to show you that there is no mistake. He patiently goes with you over the bill and carefully explains each sum to you. As he goes along, you begin to realize that the bill is absolutely right. You are ashamed of your outburst, apologize to the receptionist for being so suspicious and just pay up.
Your friend and you are on your way back home after a three-day trip to Moscow. Your friend stayed at his friend’s house while you put up at a hotel. Now you are exchanging your opinions about the advantages and disadvantages of staying at a hotel and at a friend’s house. One of you is in favour of hotels, the other can’t stand them.
You are a hotel manager. You are going to St. Petersburg to take part in a conference on hotel management. In the train you happen to share the compartment with another hotel manager from a different city. You get acquainted and naturally start discussing the problems you have to face every day and the possible way of overcoming the numerous shortcomings in the hotel business. Though you don’t see eye to eye on the way hotels should be run, both of you are very much concerned about the future of hotels.
What rules for the hotel guests do you know? Why do hotels make these rules for their guests?
Speak of the services that one can get at a hotel. Why do hotels try to increase the number of services? What are they after: the comfort of their gusts, their profits, or both?
Would you rather stay at a hotel or at your friend’s house when in a strange city? Account for your preference.
Do you mind sharing a room with a stranger or would you rather have a single room? Why?
In England there are luxury hotels, expensive but quiet hotels, historic hotels with a romantic atmosphere of the past, comfortable country hotels, homely family hotels, village inns. Which would you prefer? Account for your choice.
Suppose a foreigner asked you to recommend a good hotel to him. Which hotel in your city would you recommend, and why?
Think of an amusing, frightening, surprising or embarrassing experience you have had in a hotel.
Find some information about the history of hotel development and report it to your group-mates.
AT THE HOTEL
Characters: Mr. Allen (A)
Mr. Burrows (B)
Mr. Clerk (C)
A.: We engaged two communicating rooms this morning by telegraph.
C.: Messrs Allen and Burrows, if I am not mistaken?
A.: That’s right.
C.: We have kept numbers 35 and 36 for you. They are very pleasant and comfortable. Will you register your name, please?
B.: Is there a bath-room connected with our rooms?
C.: No, but there is one on each floor.
B.: We want to be awakened at 6 to-morrow morning. To whom shall we speak about it?
C.: I’ll make a note of it and we shall call you up at that time.
A.: Can we get our coffee at about seven?
C.: Yes, indeed; breakfast is served in the breakfast-room from six to ten. Shall I go upstairs with you to show you your room?
A.: Yes, please.
C.: This way, please. Here is the lift.
B.: We have some linen to be washed; how soon can we get it again? We are in a great hurry for it.
C.: There is a laundry in the hotel, the clothes are washed, ironed and delivered within 24 hours. When you are ready, ring for the chambermaid, she’ll take your washing.
A.: Will you send our luggage up immediately?
C.: Here is the electric bell. Press the button once for the chambermaid, twice for the porter, three times for the waiter and four for the boots.
B.: My boots are very dirty: I’ll ring for the porter to have them cleaned and polished (he rings). May I have my boots cleaned?
B.: And tell the chambermaid to bring us some towels and hot water. Can I have some drinking water?
P.: Yes, you’ll tell the waiter to fetch you some.
B.: Is it filtered?
P.: No, but it is spring water and very pure. I can send you some drinking water “Vichy” if you would rather have it.
AT THE RECEPTION DESK
Characters: Martin (M)
C.: Hi! Can I help you?
M.: Yes, we had a reservation for this weekend.
C.: All right, what was the name, sir?
M.: Baum, Martin Baum.
C.: Baum…Baum…oh, yes, here it is. A double for two nights?
M.: Yes, that’s right. But we were wondering … would you happen to have a suite available this weekend, something with a living area and a kitchenette?
C.: Well, the only one that’s available this weekend is the executive suite, and that’ll run you $140 a night.
M.: I see. That’s pretty high…
C.: You know, sir, this double is more than twenty feet square, and it has a refrigerator.
M.: Oh, really? That sounds fine, then. What do you say, Sally?
S.: Sounds good to me, too.
C.: Good, the double then. Do you have a credit card, sir?
M.: No, I’ll be paying cash.
C.: Then I’ll have to ask you to pay in advance. Fifty-five a night, plus $8 tax comes to $126. And would you fill out this registration form, please? Here’s a pen. Just your name, address, and the make and license number of your car.
M.: OK… here you are. And Travellers checks for $130.
C.: Fine, Mr Baum. Here’s $4 change. Check out time is 12:00 noon. The bell-man will take you up… Harvey! Room 615… If you need anything, just let me know.
M.: Thank you. Good night.
CANCELLING A HOTEL BOOKING
Hotel: Excelsior Hotel.
Caller: Hello, I’m ringing from the university. I made a reservation for the 14th, and um… now I’m afraid I shall have to cancel it.
Hotel: Just a moment, please, caller, I’ll put you on to Advanced reservations.
Clerk: Advanced reservations, can I help you?
Caller: I’m phoning up because I booked a room for an overseas visitor who won’t be able to come now and so I’ll have to cancel it, I’m afraid.
Clerk: What name is it, please, and when was it for?
Caller: It was a double room booked in the name of Dr. R. Siddhui from the 14th for a week.
Clerk: Ah, yes, I’ve got it, from the 14th to the 20th September. And now you want to change the booking, do you?
Caller: I wish I could, but it now appears that he won’t be able to come at all.
Clerk: Well, madam, I’ll cancel it then. I hope we can help you at some other time.
HOTELS OF THE PAST
“Let me get that straight,” Christine said. “Are you saying that a hotel isn’t responsible legally for anything its guests may do – even to other guests?”
“The law’s quite clear on that and has been for a long time. A lot of our law, in fact, goes back to the English inns, beginning with the fourteenth century.”
“I’ll give you the shortest version. It starts when the English inns had one great hall, warmed and lighted by a fire, and everyone slept there. While they slept it was the landlord business to protect his guests from thieves and murderers.”
“That sounds reasonable.” “It was. And the same thing was expected of the landlord when smaller chambers began to be used, because even these were always shared – or could be by strangers.”
“When you think about it,” Christine mused, ‘it wasn’t much of an age for privacy.”
“That came later when there were individual rooms, and guests had keys. After that the law looked at things differently. The innkeeper was obliged to protect his guests from being broken in upon. But beyond this he had no responsibility, either for what happened to them in their rooms or what they did.”
“So the key made the difference.’
“It still does,” Peter said. “On that the law hasn’t changed. When we give a guest a key it’s a legal symbol, just as it was in an English inn. It means the hotel can no longer use the room, or quarter anyone else there.”
HOTELS OF THE FUTURE
“It’s more a projection of what hotels are going to be like a few years ahead.
The first thing we’ll have simplified is Reception, where checking in will take a few seconds at the most. The majority of our people will arrive directly from air terminals by helicopter, so a main reception point will be a private roof heliport. Secondarily there’ll be lower-floor receiving points where cars and limousines can drive directly in eliminating transfer to a lobby, the way we do it now.
Guest with reservations will have been sent a key-coded card. They’ll insert it in a frame and immediately be on their way by individual escalator section to a room which may have been cleared for use only seconds earlier. If a room isn’t ready – and it’ll happen, just as it does now – we’ll have small portable way stations. These will be cubicles with a couple of chairs, wash basin and space for luggage, just enough to freshen up after a journey and give some privacy right away. People can come and go, as they do with a regular room, and my engineers are working on a scheme for making the way stations mobile so that later they can latch on directly to the allocated space.
For those driving their own cars there’ll be parallel arrangements, with coded, moving lights to guide them into personal parking stalls, from where other individual escalators will take them directly to their rooms. In all cases we’ll curtail baggage handling, using high-speed sorters and conveyors, and baggage will be rooted into rooms, actually arriving ahead of the guests. Similarly, all other services will have automated room delivery systems – valet, beverages, food, florist, drugstore, newsstand; even the final bill can be received and paid by the room conveyor. And incidentally, apart from other benefits, I’ll have broken the tipping system, a tyranny we’ve suffered – along with our guests – for years too long…
My building design and automation will keep to a minimum the need for any guest room to be entered by a hotel employee. Beds, recessing into walls, are to be serviced by machine from outside.
All this, and more, can be accomplished now. Our remaining problems, which naturally will be solved, are principally of co-ordination, construction, and investment.”
St. Petersburg is a world-famous city and the second largest in Russia. A visit to St. Petersburg is an unforgettable impression, but it will become more remarkable if you choose to stay at the “Astoria” hotel.
The hotel is located in the very heart of the city. The complex comprising two buildings was created at the beginning-of-the-century style in 1912 by architect Lydwal. The hotel is situated in St. Isaac’s Square with a prominent building of St. Isaac’s Cathedral, a statue of the Russian Tzar Nicholas I and the Mariinsky Palace.
The interior decoration of the “Astoria” hotel is marble, fine wood, mirrors and antiques, metal and plastics used with good taste. Completely restored in 1987-1990 the hotel still evokes the beginning of the century with its parquet floors, interiors and crystal chandeliers. The lobby made in light forms makes an unforgettable impression on you.
The hotel has 436 guest-rooms for a total of 800 beds. They include several apartments, suites, double and single rooms. Apartments have a sauna and a kitchenette.
Most of the guest-rooms are double rooms. The rooms are elegantly furnished and most comfortable equipped. Each guest-room is outfitted with a TV set, a radio-set, a refrigerator and a telephone. The suites are provided with mini-safes and self-defrosting mini-bars.
The hotel has a service bureau, a currency-exchange desk, hair-dressing, barber’s and beauty saloons, massage part, a souvenir kiosk, a hard-currency gift shop, a laundry, repairs and dry cleaning.
The hotel also runs a “Rent-a-Car” service. Cars can be hired without driver or chauffeur-driven. Payment is to be made in hard currency.
At the hotel you have at your service three restaurants: “Winter garden” seating 140, “Astoria” – 156 seats, “Angleterre” for 154 guests; a banquet hall for 132 seats, a grill-restaurant seating 60, two cabinets for 28 seats, several bars, cafés and buffets.
The “Astoria” hotel has a sauna, a swimming-pool and a fitness centre. There is a business centre which is equipped with all kinds of modern facilities and a conference hall seating 200, which is outfitted with modern acoustic equipment and facilities.
The hotel courtyard is an ideal place for leisure and recreation.
At the service bureau you can get the necessary travel information. The clerk will help you in:
- ordering newspapers and magazines as well as gifts and flowers which will be delivered to your room;
- ordering any kind of public services;
- ordering a taxi or renting a car;
- reserving train, air tickets and obtaining tickets for the theatre and other entertainments, as well as in booking for excursions on group or individual services.
The “Astoria” hotel was considered the best in Russia. Many well-known political leaders, actors, singers, artists and poets stayed at the hotel. The English writer Herbert Wells lived in this hotel in 1914 and in 1934. Yesenin stayed there in 1925.
THE INDUSTRY TAKES NOTICE
The number of travelling women obliged the travel industry to take notice of women. By the end of the 1990s, women are expected to account for half of all US business travel.
Although surveys show that women pay attention to such amenities in hotels as the quality of toiletry products, soaps, shampoos, their principal concern is safety.
Many women prefer to be in rooms on upper floors to minimise unwanted encounters with passers-by, which are more frequent on lower floors. They also tend to have a preference for rooms near lifts, to avoid long walks down empty hallways.
Hotels staffs are now also being trained to be security conscious, particularly regarding women.
Holiday Inn Worldwide, for instance, instruct its front-desk staff never to announce a room number, so that anyone nearby shall not overhear it. Nor will they give room numbers over the telephone.
Many hotels no longer put room numbers on their keys and put peepholes on room doors, so that guests can see who is knocking. But it is considered wiser to check with the front desk before allowing anyone to enter the room.
Women also like to avoid lonely garages and car parks. It is helpful for a hotel to have valet parking.
Women prefer room service to going to a restaurant. This saves them from awkwardness of arriving unescorted at a restaurant and being treated ungraciously. Women also tend to stay away from hotel bars, to avoid unwanted advances.
Women enjoy their business travel and do not want hotel staff to be over attentive.
Their top choices for amenities are in fact the same as those of their male colleagues: a coffee-pot in the room, a comfortable lounge chair and a daily complimentary newspaper at the door.
В последнее время в Японии все чаще пишут о так называемых “капсульных” отелях. Внешне такие отели ничем не отличаются от других отелей, но внутри вдоль стен вместо привычных номеров в два ряда встроены пластиковые клетки или пеналы. Их размер: два метра в длину, метр двадцать в ширину и столько же в высоту. Пенал звуконепроницаемый. Под потолком находится миниатюрный телевизор, кнопка управления которым расположена на нижней приборной панели рядом с подушкой. Здесь же находятся и выключатель света, часы, будильник, радио. Чтобы занять “апартаменты” первого этажа, надо встать на колени; чтобы другому постояльцу забраться на второй – требуется подняться по трем ступенькам и, согнувшись, нырнуть в капсулу.
“Капсульные” отели предлагают своим постояльцам многочисленные услуги: душ, массаж, видеотеку, залы игровых автоматов, прачечную, ресторан. В нежилых отсеках отеля десятки автоматов, в которых можно приобрести самые различные вещи, начиная от зубной щетки и кончая газетами, горячим супом и рубашкой с галстуком.
Устроиться в такие отели могут только мужчины. Это в основном клерки мелких и средних компаний, а также командированные.
Популярность “капсульных” отелей объясняется, по крайней мере, двумя обстоятельствами: привычкой японцев к стесненным условиям и изматывающим графиком трудовых будней. Для многих дорога на работу занимает 2-3 часа. Кошмарные транспортные пробки изматывают людей. Человек попадает домой глубокой ночью, а с рассветом надо подниматься, чтобы успеть до места работы в срок. Поэтому благоустроенный индивидуальный пенал всего за три тысячи иен действительно становится благом, избавляя людей от хронических недосыпаний, транспортных стрессов и непрерывных перегрузок.
ОТЕЛЬ “САВОЙ” НА РОЖДЕСТВЕНКЕ
Вновь обрела старинное название Рождественка, улица в самом центре столицы, а пятиэтажное гостиничное здание в начале ее, выстроенное 75 лет назад, опять именуется отелем “Савой”. Созданный архитектором В. Величкиным для известного в России страхового общества “Саламандра”, этот дом после революции использовался как общежитие сотрудников Наркоминдела, затем стал гостиницей. Три последних десятилетия гостиница называлась “Берлин”.
В начале 1987 года “Интурист” и финская авиакомпания “Финэйр” основали фирму “ИНФА” для совместной эксплуатации предприятий по первоклассному обслуживанию зарубежных гостей нашей страны. “Савой” - первый из отелей этой фирмы, реконструированный и заново отделанный по международным стандартам. Белое с золотым – таков фирменный стиль дизайна обновленного “Савоя”. Для полутораста гостей отель предлагает номера с кондиционерами воздуха, стационарными установками-фенами в ванных комнатах и многими другими удобствами. не забыты даже электронные часы-будильники, смонтированные у изголовья постелей. Все расчеты в новой московской гостинице ведутся на персональных компьютерах – от резервирования номеров до подачи официантами на кухню заказа, принятого у посетителей ресторана.
Позаботился “ИНФА-отель” и о транспорте. У подъезда гостиницы дежурит десяток собственных лимузинов “Вольво”, готовых развести гостей “Савоя” в деловые поездки по городу или доставить их в международный аэропорт Шереметьево. Для экскурсий и групповых выездов есть свой микроавтобус, а подвозом продуктов занят небольшой автофургон-рефрижератор.
From “Etiquette & Good Manners” by Sarah MacLean
How to Book
Make it absolutely clear what sort of accommodation you want, who you want it for and how long you are going to stay. If you want a quiet room with two single beds, say so, or you may find you have booked yourself a room with a double bed overlooking a noisy street. If you are bringing children, mention their ages as some hotels don’t accept them under a certain age. If you have a dog, say what kind he is. Some hotels don’t allow dogs at all; others have their own regulations as to size of dog and where in the hotel he is allowed.
It is also important to say whether you want all meals or just bed and breakfast.
You should also check the price of the accommodation. This often varies according to the time of year.
Letters are usually addressed to the manager of the hotel. When you are informed that the accommodation you want is available, write back and book. In case of error, it’s a good idea to repeat the details.
If you want accommodation in a hurry hotels will accept booking by telephone. But however you book, warn the hotel if you’re likely to arrive late in the evening or you may find when you arrive, travel-worn and longing for bed at eleven o’clock at night, that your coming has been despaired of and your room let to someone else.
A uniformed commissionaire stands outside the door. The hall is stiff with liveried pages and porters. Many people, used to homes where Mum is cook, chambermaid and porter as well, find their first sight of this grand establishment alarming. Used to doing all their own fetching and carrying, suddenly they step into a world where they aren’t expected to lift a finger for themselves. In the face of this grandeur there is only one way to behave, as though you’re used to it, from the start. When your taxi draws up at the hotel doors, wait for someone to come and take your cases. If no one comes, go into the hotel and ask one of the porters to bring them in. However light your cases, you will be starting off on the wrong foot if you carry them into the hall yourself. Inside the hotel you go straight to the reception desk, find out the number of your room and register. The key will then be given to a porter who will carry your cases and show you up to your room.
One of the problems of staying in a luxury hotel is whom should you ask to do what.
If you want food or drink brought up to your room, ask for room service or press the button on your telephone marked “Waiter”.
If you want your husband’s suit pressed, ask for the valet.
If you want your shoes cleaned, leave them outside your door last thing at night and they’ll be ready waiting for you there in the morning.
If you want anything fetched or carried, suitcases taken downstairs or a newspaper brought up, get in touch with the hall porter; he is in charge of both porters and pages.
If you want anything in the middle of the night, phone the night porter.
If you want a hot water bottle or a clean towel, ring for the chambermaid.
If you want theatre tickets, there may be a special desk; if not, the hall porter may arrange them for you.
In a big hotel, the porter usually keeps a list of people who want to be called in the morning; in a small hotel the list is kept at the reception desk.
But the organization of different hotels does vary. Whenever you are in trouble or in doubt as to whom to ask to do what you can always ring reception and get them to put you on to the right department. The receptionists are also the people to ask if you want to stay on an extra night, if you want your bill or if you want to know anything about the layout of the hotel.
In the Dining Room
When you go in for the first time, you wait by the door for the head waiter to come up to you and show you to your table. As a rule the head waiter does none of the actual waiting. He takes your order, passes it on to the table waiter arranges the seating and sees that everything runs smoothly.
The table you are given at your first meal is generally yours for the rest of your stay.
It is a hotel rule guests must vacate their rooms by twelve midday on the day they are leaving. But if you ask the receptionist or the hall porter you can arrange to have your cases kept in the hotel until you want to collect them.
You are not expected to carry your own cases downstairs!
A generally agreed fair proportion of the bill to divide among the staff who have done anything for you is 12 ½ per cent for a week’s stay, more for just a couple of nights, less for a fortnight’s stay.
Obligatory words and phrases
Types of hotels
hotel (a, an) – a building run as a business, in which persons, esp. travellers or holidaymakers, are given lodging and usu. food in return for payment. – гостиница; отель
The Astoria Hotel – Гостиница “Астория”
Note: Mind the definite article before the name of hotels: the Metropol Hotel; the National, etc.
chain hotel – one of a number of hotels under the same ownership and management. – один из ряда однотипных отелей, принадлежащих какой-либо фирме или одному владельцу
expensive hotel – costing a lot of money – дорогая гостиница
cheap hotel – low in price – дешевая гостиница
top/top quality/top class hotel – of highest quality – гостиница высшей категории
luxury hotel – of great comfort provided without any consideration of the cost (perhaps suggesting ostentations rather than real comfort, etc.) – роскошная гостиница
five-star hotel – of the highest standard or quality – пятизвездочная гостиница
hostel – a building, usu. not run for profit, in which certain types of people can obtain cheap board and lodging, such as students, young people working away from home, etc. – общежитие
a youth hostel
motel – a motor hotel, i.e. a hotel for travelling motorists, usu. on a single level with space for a car near each room – мотель; гостиница для путешествующих на автомобиле
AmE: motor lodge
They stayed at a motel just off the highway.
boarding house – a private house, not a hotel, that provides board and lodging – пансион
The inside of a hotel
hotel lobby/foyer/reception hall – a large area of a hotel where the reception desk is located – холл гостиницы
reception desk – the office, desk, or department that receives visitors at a hotel – стол дежурного администратора
AmE: front desk
rack with pigeon holes – a frame or shelf with a set of boxlike divisions in it on a wall for putting papers, or letters, or keys in – полка с ячейками
key rack; letter rack
cashier’s desk – a desk where a person in charge of money and payment works – касса
newspaper stall/news-stand – a table in a public place from which newspapers and sometimes magazines and books are sold – газетный киоск
restaurant – ресторан
bar – бар
lift – лифт
fitness centre/AmE: center – a place or building intended for going in for sports – спортивный центр
business center – a place intended for carrying out business activity – деловой центр для бизнесменов
conference hall – a hall for a formal meeting - зал для проведения конференций
meeting room – a room for a gathering or people for a purpose – комнаты для деловых встреч
swimming-pool – бассейн
sauna – сауна
sporting facilities – спортивные сооружения
The members of the hotel staff
personnel – all the people employed by a hotel; staff – персонал;
The hotel’s main problem is the shortage of skilled personnel.
well-trained personnel – хорошо обученный персонал
multi-lingual personnel – персонал, владеющий несколькими иностранными языками
to be efficient – working well, quiсkly, without waste – быть исполнительным, расторопным
manager – a person who directs the work of other employees and manages the affairs of a hotel – управляющий гостиницей; директор
receptionist/reception clerk – a person who welcomes or deals with people arriving at a hotel – администратор
AmE: desk clerk
door-man/porter (esp. BrE) /commissionaire (esp. BrE) – a uniformed attendant at the entrance to a hotel who watches the door, helps people to find taxis, sometimes lets people in and out – швейцар
bell-boy – a messenger in a hotel – посыльный, коридорный
baggage man(AmE) – a person employed to carry traveller’s bags to the room – носильщик
page/page boy – a boy servant in a hotel, usu. uniformed - коридорный
chambermaid – a female servant employed to clean and tidy bed-rooms in a hotel – горничная
lift-boy/man – one who operates a lift – лифтер
accommodation – lodgings in a hotel for tourists and other travellers, usu. hired by the day with or without meals – номер в гостинице
Have you any accommodation?
Hotel accommodation was scarce during Olympic Games.
The travel agent fixed up our accommodation.
deluxe; first-class; second-class; travel accommodation
to accommodate – to provide with a place in which to live or stay – предоставлять номер; разместить
The hotel can accommodate 500 guests.
Can you accommodate Mr Smith in your hotel?
vacancy – an empty hotel room – свободный номер
I wonder whether you have any vacancies?
single room – for the use of only one person – одноместный номер
I’d like a single room for two nights.
double room/room for two – for the use of two people – двухместный номер
suite [swJt] - a set of connected rooms together forming a single unit, usu. consisting of a sitting/dining room, one or more bedrooms, dressing room(s), a kitchen, etc. – номер из нескольких комнат; номер-люкс
adjoning rooms – next to each other – соседние; смежные комнаты
room with (a) bath/shower – номер с ванной/душем
air-conditioned room – номер с кондиционером
front/outside room – one in the front of a hotel – номер, выходящий окнами на улицу
back/inside room – one situated at the back of a hotel – номер, выходящий окнами во двор
room with a view (of) – a room from which one can look at a stretch of pleasant scenery – номер с видом (на)
I’d like a room with a view, please.
to overlook/to face – to have a view of – выходить окнами на
Our room overlooked the sea.
The room faces the park.
facility – an advantage – льготы; возможность
A free bus to the airport is a facility offered only by this hotel.
facilities – services or arrangements that allow or make some activity easy – удобства; оборудование
This hotel has excellent facilities for businessmen.
eating; recreational; sporting facilities
amenity – something in a hotel that helps to make life pleasant and provides enjoyment – удобства
convenience – a service, etc., which gives comfort or advantage to its user - удобства
This house has all the latest conveniences.
to offer – to provide; give – предлагать
to provide sb. with sth. (sth. for sb.) – to supply something needed or useful – предоставлять кому-л. что-л.
to meet the needs of sb. – to satisfy one’s needs – удовлетворять потребности кого-л.
The hotel staff will meet all your needs.
wide range of services – многочисленные услуги
to give personal service – to give individual service to every hotel guest – оказывать персональное обслуживание
room service – a service provided by a hotel, by which food, drinks, etc., are sent up to a person’s room – обслуживание в номере
Does this hotel provide room service?
- the people who provide this service
She called room service and ordered some champagne.
valet service – a service which cleans and presses the clothes of people staying in a hotel – обслуживание постояльцев гостиницы утюжкой, чисткой костюмов и т.п.
laundry service – a service which provides washing and ironing of clothes, etc. – прачечные услуги
pressing service is omitted: a service which provides ironing of clothes, etc. – гладильные услуги
entertainment – the providing of food, drinks, and amusement to guests – развлечения
cuisine – a style of cooking – кухня; стол
We prefer French cuisine – (food cooked the French way).
- quality of cooking
The Claridges Hotel is famous for its cuisine (for the quality of its meals).
chauffeured transportation – to provide a car with a chauffeur – предоставление машины с шофером
secretarial services – услуги секретаря
interpretation services – услуги переводчика
reference library – библиотека справочной литературы
telex – the system of sending messeges from one teleprinter to another by telephone line, satellite, etc. – телекс
We’ll send you our reply by telex.
- a messege sent or received by telex
A telex has just arrived from Hong Kong.
- to send smth. by telex
Telex them the news urgently.
facsimile – an exact copy of a picture, piece of writing, etc. – факсимиле
to fax – to send (copies of printed materials, letters, pictures, etc.) using a system by which the information is sent in electronic form along a telephone line – отправлять фототелеграфом (по факсу)
word processor – a small computer used esp. for ordinary office jobs, such as typing letters and reports, storing information, etc. – текстовый процессор
Checking in and checking out
to put up at a hotel – to get lodgings and food – останавливаться в гостинице
We’ll put up at a hotel for the night.
to stay/stop (at) – to live in a place for a while as a visitor or guest – останавливаться в гостинице
We’re staying at the Savoy Hotel.
Are you staying with friends or in a hotel?
How long will you be staying here?
stay - a usu. limited time of living in a hotel – время пребывания в гостинице
to extend one’s stay – to make one’s stay longer – продлить время пребывания в гостинице
hotel guest – a person who is lodging in a hotel – лицо, проживающее в гостинице, постоялец, гость
Guests are requested not to remove the coathangers.
guest list – a number of names of the hotel guests written one after the other in a certain order – список проживающих в гостинице
to put sb’s name on the list
to take sb’s name off the list
to draw up/make up a list
to look through the guest list
His name is (not) on the list.
to book a room/accommodation – to reserve or order for future use – заказать номер заранее, зарезервировать номер
I want to book a room from Friday.
I’ve booked a room with the Ritz Hotel for the week-end.
We’ve booked accommodation with you.
We’re heavily booked this week.
We’re completely booked out.
I’m sorry, the hotel is fully booked up.
to book smbdy. in – to book a room for (oneself or somebody else at a hotel)
I’ve booked you in at the Grand Hotel.
We booked in at 3 o’clock.
to reserve a room/accommodation – secure possession of, or the right to use (e.g. by advanced payment) – заказать номер заранее
to reserve a room by telegram, phone, telex, fax
to make a resrvation – зарезервировать номер
Have you made reservations?
to confirm a reservation/booking – to give new assurance of one’s coming to the hotel – подтвердить резервирование номера
You should really have mentioned the change when you confirmed your reservation.
to cancel a booking/reservation – say that one no longer wants a room – аннулировать предварительный заказ
She cancelled her booking with the Royal Hotel.
register/a visitor’s book – a book containing an official record or list of the guests – журнал для регистрации приезжающих
Enter your name in the register, please.
Would you mind signing the register, please?
to register – to enter one’s name on a list – регистрировать
Newly arrived guests must register at the hotel’s reception desk.
Will you register, please?
to sign in – to record one’s name when arriving – зарегистрироваться
Visitors to the club should sign in at the entrance.
to check in – to take a room in a hotel and sign the register on arrival – зарегистрироваться
He checked in at the hotel under a false name.
to sign out – to record one’s name when leaving – выезжать из гостиницы; расплатиться и сдать номер
I’ll sign out tomorrow.
to check out – to leave a hotel after paying the bill – выезжать из гостиницы; расплачиваться в гостинице
I’ll check out tomorrow after lunch.
Sorry, sir, Mr Jones checked out yesterday.
checkout - the time at which a guest must leave a hotel or be charged for another day.
Checkout is at midday in this hotel.
hotel card – a piece of paper with a guest’s name, his room number and indicating the duration of his stay at a hotel – карточка проживающего в гостинице
arrival card/form - a special form a hotel guest is requested to fill in during checking in – карточка прибытия; листок для регистрации приезжающих
to fill in/up – to complete a form by putting in the information needed in the spaces provided – заполнять
AmE: to fill out
Please fill in this application form.
bill – a list of things bought, used, eaten, etc., showing the total amount that must be paid – счет
The hotel bill comes to more than 1000 dollars.
Could we have the bill, please?
Get my bill ready, please.
How much is the bill?
to pay/to settle/to foot (colloq.) a bill – оплатить счет
She paid the bill for the telephone.
tip – a gift of a small sum of money as a reward for personal service in addition to the official price – чаевые
Shall I leave a tip for the waiter?
I tipped the hairdresser one pound for doing such a good job.
charge – the price asked or paid for a service – плата , цена
What are the charges in this hotel?
to charge – to ask in payment – назначить цену, просить, брать
How much do you charge for a double room?
They tried to charge me 80 dollars for a room for a night!
Supplementary and reference
word and phrases list
inn – a small hotel (esp. one built in the style of many centuries ago) where lodgings, drink, and meals may be had, usu. in the country. Used only when speaking about a particular, old-style hotel – гостиница, трактир
guest-house – a private house where visitors can stay and have meals for payment. It is smaller and cheaper than a hotel, with fewer facilities; a high-class boarding house where the owner personally looks after the guests – гостиница для путешественников
lodging-house – a building where room may be rented for days or weeks – меблированные комнаты, пансион
AmE: rooming house
commercial hotel – a hotel providing food and lodging at low price for commercial travellers rather than tourists.
family hotel – a hotel that offers special services and charges lower rates for families with children.
first-class hotel – гостиница первого класса
deluxe hotel – отель-люкс
four-star hotel – of a high standard or quality – четырехзвездочная гостиница
three-star hotel – of a good standard or quality – трехзвездочная гостиница
two-star hotel – of a fairly good standard or quality – двухзвездочная гостиница
one-star hotel – of a fairly low standard or quality – однозвездочная гостиница
tourist-class hotel – with the standard conditions which are fairly cheap and suitable for ordinary travellers – гостиница туристического типа
hotelier – a hotel keeper – хозяин гостиницы, отеля
to lodge – останавливаться в гостинице
to book a room at a reasonable price – заказать номер за умеренную цену
to cater for – обслуживать
hotel lounge – a small public room in a hotel, where people sit and talk, or wait – вестибюль, холл гостиницы
gift-shop – магазин сувениров
hairdresser’s – дамская парикмахерская
barber’s – мужская парикмахерская
beauty parlour – косметический кабинет
“Rent-a-car Service” – прокат автомашин
parking area/lot – автостоянка
currently exchange desk – “Обмен валюты”
dry cleaning – химчистка
shoe repair shop – сапожная мастерская
valet – гостиничный работник, занимающийся утюжкой, чисткой одежды и т.п.
boots/boot boy – коридорный; мальчик, который чистит обувь
floor lady/clerk – дежурная по этажу
room waiter – официант, обслуживающий в номере
head waiter – старший официант
cashier – кассир
twin-bedded room – номер с двумя односпальными кроватями
bridal suite – an expensive suite in a hotel for newly married couples – номер для молодоженов
executive suite – an expensive suite in a hotel for travelling business people – номер для бизнесменов
communicating rooms – смежные комнаты
a kitchenette – небольшая кухня
to give on/to look out on – выходить окнами на
single bed – односпальная кровать
double bed – двуспальная кровать
rollaway bed – a bed that folds up and can be put in a closet or moved into a room to sleep an extra person – складывающаяся кровать (на роликах)
waterbed – a bed whose mattress is a plastic bag filled with water – кровать с резиновым матрацем, наполненным водой
king size bed – larger than the standard size having dimentions of approximately 76 inches by 80 inches.
queen size bed – larger than standard size having dimentions of approximately 60 inches by 80 inches.
hide-a-bed – a sofa that folds out to make a bed – диван-кровать
laundry/linen basket – бельевая корзина
bell – звонок
to ring the bell – нажать кнопку вызова
rates (daily, weekly) – тариф (дневной, недельный)
What’s the rate per night? – Сколько стоит номер в сутки?
transient rates – посуточный тариф
residential rates – помесячный тариф
What are your terms for bed and breakfast? – Сколько стоит ночлег и завтрак?
Continental breakfast – a light breakfast usu. consisting of bread, butter, jam, and coffee, typically eaten in various European countries – европейский завтрак (легкий завтрак)
American/English breakfast – usu. consisting of cooked bacon and eggs followed by toast and marmalade, typically eaten in England and the US – английский завтрак (плотный завтрак с горячим блюдом)
to settle one’s account – оплатить счет
to forward one’s letters to a new address – пересылать письма по новому адресу
It’s on the house – Это за счет гостиницы
для студентов 2 курса
отделения английского языка
Составитель: Олег Михайлович Лысенко