SUPORT DE CURS

LIMBA ENGLEZĂ

RECEPTIONER HOTEL

STOIAN RODICA – NICOLETA

CUPRINS

1. SALUTURI SI FORMULE DE INTRODUCERE SI PREZENTARE 2. VORBIND DESPRE PROFESIE3. NATIONALITATEA – TARA4. EXPRIMAREA VARSTEI5. PERSONALUL HOTELIER6. CAMERA DE HOTEL – vocabular tematic7. SALA DE BAIE – vocabular tematic8. REZERVARI DE CAMERE – expresii uzuale9. EXPRIMAREA DATEI ( zilele saptamanii, indicarea orei)10. SERVICIILE SUPLIMENTARE CU PLATA SI FARA PLATA

11. RECLAMATII – vocabular tematic

12. ANUNTURI PENTRU TURISTII HOTELULUI

13. URARI SI FELICITARI

14. BIBLIOGRAFIE

SALUTURI ŞI FORMULE DE INTRODUCERE SI PREZENTARE

Good morning , Mr. Smith. - Buna ziua , d.le . Smith

Good morning, sir ! - Buna ziua , d.le.

Good afternoon, madam ! - Buna ziua , doamna.

Good afternoon, Mrs. Smith! - Buna ziua , doamna Smith.

Good evening , miss! - Buna seara , domnisoara.

Good evening , Ms. Smith ! - Buna seara , domnisoara

Good night ! - Noapte buna .

Hello ! - Salut.

Good bye ! - La revedere .

See you soon ! - Pe curand.

See you later ! - Pe mai tarziu.

See you tomorrow ! - Pe maine

How do you do ! - Ce mai faceti?/ Incantat de cunostinta!

Glad to meet you ! - Imi pare bine de cunostinta

How are you?

- I am fine, thank you - I am all right . - Sunt bine, multumesc.

- I'm quite well, thanks.

- I'm not very well, thank you. - Nu prea bine, multumesc.

- I don't feel well, thank you - I'm quite well, thanks.

Welcome, ladies and gentlemen ! - Bine ati venit, doamnelor si domnilor!

What a pleasure to see you again ! - Ce placere sa va revad !

May I introduce myself ? - Imi permiteti sa ma prezint ?

My name is ... - Numele meu este ...

Nice to see you ! - Imi pare bine de cunostinta.

May I introduce Mr Smith to you ? - Imi permiteti sa vi-l prezint pe dl.

Smith?

It is good to meet you, sir. - Imi pare bine de cunostinta, dle.

Meet Mr. Smith ! - Faceti cunostinta cu dl. Smith. / Vi – l prezint pe dl. Smith.

CAND NE ADRESAM UNEI DOAMNE

- Let me introduce myself : my name is Maria. I am the receptionist on duty.

- Glad to meet you, Maria.

- How do you do ?

FATA DE UN DOMN

- Meet Mr.Popescu, our manager,sir!

- Nice to meet you, sir.

-How do you do, Mr.Popescu.How do you do, sir.

VORBIND DESPRE PROFESIE

What are you? /What do you do? - Cu ce te ocupi? Ce esti?

I am a receptionist. - Eu sunt receptionera.

What is she? - Ea ce este?

She is a housekeeper - Ea este supraveghetoare.

What is he? - Ce este el?

What is her/his profession? - Care este profesia ei/lui?

What does she do? - Cu ce se ocupa ea?

She is a doctor/nurse/engineer/teacher/accountant/chamber-maid/waitress..

Ea este doctorita/asistenta medicala/profesoara/contabila/camerista/chelnerita.

He is an architect/chemist/engineer. - El este arhitect/chimist(farmacist)/ inginer.

NATIONALITATEA – TARA

Where are you from? - De unde sunteti, din ce tara?We are Italian. We are from Italy.- Suntem din Italia. Suntem italieni.

German Germany

Romanian Romania

Spanish Spain

Chinese China

American United States of America / USA

Swedish Sweden

Danish Denmark

Dutch Holland

Hungarian Hungary

Greek Greece

Turkish Turkey

British Great Britain

EXPRIMAREA VARSTEI

How old are you ? = Cati ani ai?

I am ten / ten years old. = Am 10 ani.

How old is he / she? = Cati ani are el / ea ?

She is twenty (years old ) = Ea are 20 de ani.

We are twins. = Noi suntem gemeni.

We are of the same age. = Noi suntem de aceeasi varsta

Is your brother of age ? = Fratele tau este major ?

No, he is under age. = Nu, este minor.

PERSONALUL HOTELIER

- hotel manager = directorul hotelului

- head clerk / receptionist/ reception manager= sef de receptie

- receptionist / clerk = receptioner

- housekeeper = guvernanta

- chamber – maid = camerista

- bell boy/luggage boy = curier/bagajist

- door man / porter = portar

- telephone operator = centralista telefonica

- lift operator = liftier

PERSONALUL DE INTRETINERE

- plumber = instalator

- electrician = electrician

- carpenter = tamplar

- locksmith = lacatus

- lift operator = liftier

CAMERA DE HOTEL

The main object in a hotel room is surely the bed. This has to be large and comfortable. On the bed you can usually see the bed clothes, that is a sheet, a blanket and a pillow in a pillow case. Over them there is sometimes a bed cover.

It is the chamber maid's task that the bed clothes should be white and clean.

Near the bed there is usually a bed side table with an ash tray, a night lamp and, maybe, a telephone set. The table is sometimes used both as a writing table and as a dressing table. When used as a dressing table, a mirror hangs over it. Otherwise, the mirror is placed in the entrance hall or right on the entrance door.

Generally, on the table there are: a vase of flowers, a water jug and two or more glasses on a tray. Near the table there are two armchairs or simply chairs and sometimes a stool. On the wall there is a picture and on the floor there is a carpet or just a rug in front of the bed. Inside the room there is a wardrobe where you can put your clothes, and inside the wardrobe there are several coat hangers and some shelves. On the last shelf there is a shoe brush for polishing shoes and a needle pillow with a needle and some thread. There are hotels where the shoe brush is placed in a special box, together with some shoe paste. If the hotel is of a superior category the room also contains a fridge or an ice box and a TV. set.

The window is usually large and has got a curtain and a coloured drapery. Some rooms can have balconies, too, with or without lounge- chairs.

Generally speaking, the room should be nice and modern equipped, not too heavily decorated or too strongly coloured. The carpet, the drapery and the blanket on the bed should go well together, having, at least, one predominant colour. The furniture should be inviting, so that the room may offer you real and agreable holidays.

Vocabular tematic

SALA DE BAIE

The bathroom is of enormous importance for a tourist who wants to rest for a few days. It depends on the hotel category if the bathroom is private or public. Suppose we are interested in a high class, modern hotel, then we should describe a private bathroom. A private bathroom can have a bath- tub and a shower, or only a shower. Inside the bathroom you can also see a wash basin with two taps, one for warm running water and one for cold running water. Over the wash basin there is a mirror and under the mirror there is a shelf where there usually are two glasses for tooth brushes and tooth paste. By the mirror, on the wall, there is a razor socket for the electric razor. On the floor, made out of ceramic tiles, just in front of the bath tub, there is a bath mat. Near the wash basin there are two or three rails for towels: hand, foot and bath towels. Inside the bathroom, or separately, that is in the lavatory room, together with the wash basin there is a water closet. If there is a bathroom and separately a lavatory room, then the bidet is in the bathroom.

Vocabular tematic si fraze uzuale

REZERVARI DE CAMERE

A.

Reception: Can I help you?

Tourist: My name is Dalbert. I'd like to book a room for the 25th of August.

Reception: I am very sorry, sir. We have no single room available on that day. I can put you on the waiting list and let you know if there is a cancellation.

Tourist: Thank you, but could you give me the name of another hotel?

Reception: Try the Central Hotel.

Tourist: Central Hotel. Thank you very much.

Reception: Not at all. Thank you for calling.

B.

Reception: Advance Reservations. Can I help you?

Caller: Yes, do you have a double room with a shower from the 19th to

the 23rd of July with full board, please?.

Reception: One moment, please....Yes, we have.

Caller: What is the daily rate/ price of the room?

Reception: 180 lei per day.

Caller: Fine. Could I have a booking, please?

Reception: Certainly. Your name and address, please.

Caller: My name is Ken Roberts and I live in Amsterdam, Holland. Could I

also have garage parking for my car?

Reception: Certainly, Mr. Roberts. I'll reserve you a space in the car parking in

front of our hotel. Is it all right? We have no garage.

Caller: Yes, it's all right.

Reception: Anything else?

Caller: No, nothing else, thank you.

Reception: I'll send you confirmation on your booking.

Caller: Thank you very much. Good bye!

Reception: Good bye, sir!

Expresii uzuale

NUMERALUL ORDINAL

the first - 1st = primul

the second - 2nd = al doilea

the third - 3rd = al treilea

De la 4 in sus toate cifrele primesc terminatia - th, cu exceptia cifrei 5 (five ), care devine -fifth.

Cu ajutorul acestui numeral sa formuleaza si data.

Ex.: What date is it today?

Today it is the 1st of May / the 2nd of June / 6th of September / 21st of January / 23rd of December, etc.

Anii se citesc grupand cifrele cate doua:

Ex: 1976 = 19.76 (nineteen seventy six); 2001 (twenty oh one)

THE DAYS OF THE WEEK = ZILELE SAPTAMANII

Monday = luni

Tuesday = marti

Wednesday = miercuri

Thursday = joi

Friday = vineri

Saturday = sambata

Sunday = duminica

TELLING THE TIME – INDICAREA OREI

What is the time? sau What time is it? - Cat este ceasul?

It is 1 o'clock. - Este ora 1.

It is half past 2. - Este 2: 30

It is a quarter past 3. - Este 2: 45.( 3 fara un sfert.)

It is a quarter to 4. - Este 4: 15.

It is 20 minutes past 5. - Este 5 :20.

It is 25 minutes to 8. - Este 7: 35. ( 8 fara 25).

It is 9 o'clock sharp. - Este 9 fix.

Pentru a diferentia orele diminetii de cele ale dupa-amiezii se folosesc:

A.M - ANTE MERIDIAN (pentru orele intre 12 noapte si 12 la pranz)

si P.M. - POST MERIDIAN (pentru orela intre 12 ziua si 12 noaptea ).

will get around ….lei for 1 Euro/USD, depending on the exchange office. We strongly advice

you not to exchange money on the street at strangers, but only at the banks or at the exchange

offices, if you don’t want to be cheated.

(brief introduction of Romania and of the resort)

Other information on the hotel, restaurant, trips, or different services you will get later, at the

welcoming cocktail organized for you at the hotel, which will take place today/tomorrow

at….o’clock.

Thank you for your attention and I wish you a pleasant holiday/nice staying here!

Arrival Cocktail

Departure Transfer

ACCOMODATING THE GUESTS

Clerk: Good evening.Can I help you?

Guide: Yes, we are the group from Romania and we have reserved accomodation for two nights.

Clerk: Yes, I have your reservation: five doubles and three singles. Is that correct?

Guide: Yes, that’s right. Here is the order.

Clerk: Would you give these Registration Cards to your people to fill in while I prepare the

Key Cards?

Guide: Certainly. (to the tourists): Will you fill in these Registration Cards with your name,

surname, address and passport number, please?

Graham: Why do you need these passport details?

Clerk: They are for the Police Department. We have to ask you for this information by law.

Graham: Here you are. I think I have filled in correctly.

Guide: Yes, that’s fine Mr. Graham.Here is your key. It’s room 503 on the fifth floor and here

is your Key Card with the details of your booking on the front and all the information about

services provided by the hotel on the inside.

(After having accomodated everybody) Now, will you listen to me for a minute, please. I shall be

in room 205, on the second floor, if you need anything. Tomorrow morning breakfast will be at

7:30 in the breakfast room of the hotel. The porter will take your bags up in the lift and show you

to your rooms.

Graham: Is it possible to get something to eat this late?

Clerk: Yes, our restaurant is still open. Or, if you want something lighter, there’s the Coffee

Shop. It’s open round the clock.

Graham: Right. Thank you very much. Good night.

Guide: Good night, everybody!

SERVICIILE SUPLIMENTARE- SUPPLEMENTARY SERVICES:

Luggage transport; Luggage temporary deposit; Mail delivery inside the hotel. Guests' wake up at their request; Possibilities of accomodation in other hotels in the same town or in other towns,

including the paying of the telephone calls touristic information about : traffics, programmes for artistic cultural shows, addresses

and telephone numbers, Shoes cleaning and polishing, when the chamber maid is at your disposal (only in the de

luxe hotels ), Safe First aid; Deposit and returning of the objects forgotten inside the hotel by mail; Seats booking for shows, restaurant and ticket reservation for travellin by plane, train or

ship; Long distance, local and international calls Private parking and valet parking; Postcards, stamps, newspapers, magazines, slides, touristic guides and albums; Laundry and dry cleaning service Bellboy service 24 hours room service; Rent a car Exchange office. Wellness and spa:steam bath,mud chamber,facial and body treatment, luxury manicure,

and pedicure, solarium Aqua park Kids pool Pool with air Jacuzzi Sport and entertainment:darts, table tennis, step and stretching, water gymnastics,

aerobics, tennis, billiards, bowling, All areas wheelchair accessible and rooms for disabled guests Wifi internet access in al guestrooms abd public areas Internet café Shopping center, hair dresser Photographer

Kids club Shuttle service

RECLAMATII

1.Clerk: Reception here, good afternoon.

Guest: This is Mr. Graham, in 304. I've just checked in.

Clerk: Yes, Mr. Graham. What can I do for you?

Guest: Well, my room obviously hasn't been cleaned since the last guest. The carpet is dirty, the bed unmade and the bathroom hasn't been touched.

Clerk: I'm terribly sorry, sir. Housekeeping should have seen to everything this

morning. I'll contact them straight away and I'll send someone up to see

you..

2.Clerk: Reception, here.

Guest: This is room 602. Our room isn't ready for us. There are no towels, soap

or toilet paper in the bathroom.

Clerk: I'm sorry, madam. I'll send the chamber- maid straight away.

3.Clerk: Reception.

Guest: Can you do something about the shower in my room? It's only running

cold water.

Clerk: I'm sorry, sir. I'll send someone up to look at it. What's your room

number?

Guest: 417. And the light bulb in my bed-side lamp doesn't work either.

Clerk: Right, sir. I'll send up a new bulb too.

Reservation; check – in & check - out

1. Hotels use a variety of documents to deal with the guests. Computerized and manual systems often have the same functions, although the names are sometimes different. Here is a list of records used by a typical hotel front office:

1. hotel register2. reservation form card3. daily arrival list4. reservation chart5. room status board6. guest history7. guest index

2. Can you match the documents above with these definitions?

A. Provides a visual record of all reservations for a period and shows at glance rooms reserved and those remaining to be sold

B. List all current guests in alphabetical order with their room numbers and provides an additional quick point of reference in larger hotels

C. Standardize the details of each booking. Forms the top sheet of any document relating to it, enables a speedy reference to any individual case.

D. Records all previous visits to the hotel for any individual and contains important statistical reservation and revenue data.

E. Shows all rooms by number and floor, and gives the current and projected status of all rooms on a particular day, with details of occupation.

F. Records all booking by date of arrival and shows all arrivals for a particular day at glance.

G. Records all arrivals as they occur and gives details of all current and past guests.

3. Read the following conversations in pairs and answer the question below:

Hotel: Hotel Fashion. Can I help you?

Caller: Yes, I’d like to make a reservation please.

Hotel: I’ll put you through to Reservations. Hold the line please.

Reservations: Reservations, Peter speaking. Can I help you?

Caller: Yes, I’d like to make a reservation.

Reservations: Certainly what is your name please?

Caller: Lewis: Dave Lewis.

Reservations: Right Mr. Lewis when would you like to come?

Caller: I’d like to reserve a double room for three nights from 21st of April

Reservations: Ok, give me one second to check. Yes we do have availability. Is this a company booking or an individual?

Caller: Oh, it’s individual?

Reservations: Have you stayed with us before?

Caller: No, I haven’t

Reservations: Would you like one of our Executives rooms, on the top floor with a wonderful view over the garden.

Caller: No, actually I wouldn’t. My wife doesn’t like using the lift, and she has a problem with her foot that is why we prefer a lower floor or even ground floor.

Reservations: Ok, I’ll make a note and we will allocate a room on the first floor at check in time

Client: Thank you

Reservations: Mr. Lewis I need an address and a telephone number from you please

Client: My phone number is 123456789, address: 18 Regency Str, apt 05, London, England.

Reservations: Please note your reservation number: P 67890. Anything else we may do for you at this time?

Client: No thank you that would be all for the moment

Reservations: Thank you and we look forward to seeing you on 21st

Client: Good Bye

Reservations: Have a nice day Sir.

Name of the guest

Arrival Date

No. of nights

Room type

Company/individual

Stayed before

Reservation Number

Special requests

ANUNTURI PENTRU CLIENTII HOTELULUI

"Leave the key at the reception desk whenever you go out!

" Do not slam the doors!"

" Close the balcony door whenever you leave the hotel!"

" The programme of the safe is between 10 and 12 o'clock a.m. everyday."

" The hotel is not responsible for the lost or stolen things".

" Do not change money in the street, only at the exchange offices."

" Keep silence in the hotel!"

" Breakfast is served between 8 and 9:30 a.m., lunch between 12 and 2 o'clock in the afternoon and dinner between 7 and 9:30 every night."

"Room service is between 10 p.m. and 6 o'clock a.m.

"The hotel day starts at 6:00 p.m. and ends at 12:00 a.m."

" The swimming pool is free for the tourists of the hotel. To rent long chairs and umbrellas the price is 15 lei per day."

" If you want to prolong your sejourn, please let us know in due time."

URARI SI FELICITARI

Have a good trip! - Petrecere frumoasa in excursie!

Have a good time! - Petrecere frumoasa/ Distractie placuta!

Have a safe trip/journey home! - Drum bun/ Calatorie placuta!

Enjoy yourself! - Distractie placuta!

Good appetite! - Pofta buna!

I hope you’ll enjoy your stay here! - Sper ca va veti simti bine aici!

I hope you have enjoyed your stay here – Sper ca v-ati simtit bine la noi

Sleep well! - Somn usor!

Have a good rest! - Odihna placuta!

I wish you happiness! - Va doresc fericire!

Good luck! - Noroc! Succes! Bafta!

Congratulations! -Felicitari!

Cheers / To your health! - Noroc! In sanatatea ta/dv.

Many happy returns of the day! - La multi ani! (la zi onomastica)

Happy birthday! - La multi ani! (la zi de nastere)

A happy new year! - Un an nou fericit! La multi ani!

Marry Christmas! - Craciun fericit!

Happy Easter! - Paste fericit