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Read both supporting texts and provide detailed answers to the case questions below.

Vocabulary notes | Comprehension | Divide the text into other logical parts and entitle each of them. | ROLE OF THE HOTEL GENERAL MANAGER (Part 1) | Vocabulary notes | Vocabulary notes | Comprehension | Read the supporting article and provide detailed answers to the case questions below. | HOTEL RESTAURANTS | Vocabulary focus |


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  1. Ex. 1. Answer the questions.
  2. Ex. 1. Answer the questions.
  3. Ex. 2. Answer the questions.
  4. Ex. 5. Ask questions to the following statements, then answer them according to the example.
  5. Ex. I. Comprehension questions.
  6. Fill in the blanks with the words from the list below.
  7. Fill in the blanks with the words listed below. Some of the words may be used more than once.

Text 1

ENSURING GUEST SATISFACTION

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

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

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

 

 

Vocabulary notes

form зд. бланк

to mail отправлять по почте

clear зд. бесцветный, прозрачный

decline спад

to be appropriate зд. соответствовать

place зд. ресторан

fish place ресторан, специализирующийся на рыбных блюдах

 

Case questions:

1. Whom is the Sunnyvale Hotel operated by?

2. What is mailed to guests each month? Why?

3. How does the hotel company categorize the guest satisfaction scores?

4. What did the most recent survey indicate?

5. Why isn't the name «Sea Grill» appropriate for this type of res­taurant?

Discussion question:

What would you do, as director of food and beverage, to get the guest satisfaction scores back into the clear or green zones?

Text 2

FRIDAY EVENING AT THE GRAND HOTEL'S CASUAL RESTAURANT

Karla Gomez is supervisor at the Grand Hotels casual restaurant. Karla's responsibilities include overseeing five servers and two bussers, seat­ing guests, and taking reservations. One Friday evening, the restaurant was very busy—all twenty tables were occupied, there was a substantial wait-list, and there were people on standby. The service bar was almost full of guests and most of the seated guests in the dining area had finished their entrees or were just beginning their desserts. They were not leaving, however, in part because of cold, rainy weather outside. The guests did not seem to be hi a rush to leave the restaurant, but several of the guests waiting for tables were complaining about the long wait [1, 191].

 

 

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