Task 1. Answer the following questions

1. Was it a serious decision of a narrator when he applied for a front desk agent position?

2. What is the heart of the operation in a hotel?

3. Did he enjoy the hotel business? Why?

4. Why was he promoted?

5. As a general manager what he is responsible for?

6. What is an incentive plan?

7. What has he learned during the years of working in the hotel?

Task 2. Think and express your opinion:

“Our corporate executives believe that the guest shouldbe number one. But I think differently. At our hotel, the guest is number two, the employee is number one”. Points to consider:

· Communication management;

· turnover of employees;

· rewards and incentives;

· experience;

· commitment to work;

· corporate etiquette;

· consciousness.

Read and Translate

Registration

Once a guest has arrived and has made it to the front desk, the registration process begins. It is at this point where most guests have begun to create an impression of the hotel in their minds. The front desk personnel must continue to focus on guest satisfaction. Hotels that create a warm and inviting atmosphere around the front office area ensure that the registration process goes smoothly. Getting people into guest rooms quickly, efficiently, and accurately is the pri­mary responsibility of the front desk. The mechanics of checking guests in is fairly self-explanatory. In summary, checking guests in entails processing indi­vidual reservations, assigning the proper guest rooms by ensuring that room preferences are maintained, and obtaining a method of payment.

Each day, based on the arrivals report that is generated, the front desk knows how many guests are due to check in. Each individual reservation is known in advance, so the front desk should be able to manage what rooms are available. Coordinating the available rooms with each guest's room pref­erences is an important task. Room preferences, as reviewed earlier, are defined as the individual guest's choice in room type.

The process of matching room preferences to available rooms is called blocking. Blocking is a process where a specific room is reserved for a specif­ic guest. Blocking a room to match an arriving guest's room preferences con­tributes greatly to guest satisfaction levels. The process of blocking these rooms each day mayfall to a front office employee called a room’s controller. The rooms controller uses the arrivals report and compares it to the hotel's room inventory. The rooms controller must factor in room preferences as well as projected arrival times. Special requests such as cribs and rollaway beds are also blocked in advance as needed. The blocking of rooms applies to transient and group guests.

Most hotels assign a priority level to which rooms are blocked first. Guests who are members of a hotel's guest loyalty program, VIPs as designated by management, and those who are paying premium rates are usually given top priority. Communication with the housekeeping depart­ment ensures that all arriving guests are blocked into rooms that achieve a Vacant/Ready status prior to their arrival.

Unexpected early arrivals or incorrect documentation of room prefer­ences may require the rooms controller to change the existing blocks. This process, called "blowing the block" can create problems. The rooms controller must ensure that one block isn't created at the detriment of another arriving guest. It is for this reason that the rooms controller works closely with the front desk, housekeeping, and reservations department.

As the guest approaches the front desk, he/she should be greeted warmly, further emphasizing guest satisfaction. This is accomplished by implementing the 10x10 rule, which has two parts. The first part states that a guest's perception of an entire stay is, in large measure, instilled in the first 10 minutes upon arrival. The other part states that the front desk must greet a guest feet before he/she approaches the desk. An employee who begins a conversation with a guest at least 10 feet away creates a favorable impression. This makes the guest feel welcome by encouraging his/her approach.

Notes

guest satisfaction – удовлетворенность потребителя (зд. гостя)

smoothly – ровно, гладко

primary responsibility – первостепенная обязанность

check in – регистрировать

entail – влечет за собой

assign – отводить, предназначать

obtain – получать

in advance – заблаговременно, заранее

be due to – быть должным (зд. должны)

available – имеющийся в распоряжении

specific (room) – конкретная

reserve – бронировать

room controller – инспектор по бронированию

hotel’s room inventory – реестр комнат гостиницы

factor – факторизовать, разлагать на

projected arrival times – планируемые прибытия

crib – коляска

rollaway bed – раскладушка

transient guest – транзитный (случайный) гость

group guest – гость с предварительным бронированием

guest loyalty program – программам поддержки постоянного гостя

premium rates – премиальная ставка, дополнительный тариф

housekeeping department – административно-хозяйственная служба

Vacant/Ready status – статус комнаты готовой к обслуживанию

blocking – объединение

“blowing the block” – сгорание блока

create problems – создавать проблемы

at the detriment – в ущерб, во вред

instill – вселять, формировать

guest’s perception – впечатление (восприятие) гостя

UNIT V. The Back of the House

Read and Learn

Read the text; find in it the English equivalents of the following topical words and phrases

Служба общественного питания; обслуживание банкетов и конференций; превышает; фактически; в помещении; общая ответственность; закупка; портиться; обычный распорядок дня; уполномочены; административно-хозяйственная служба; убранство стола/салфетки; кладовщик; отдельное королевство; шеф-повар; наблюдая/контролируя; при более сложной структуре производства; чистить картофель; кладовая; бытовые электроприборы; посудомойщики; принимать заказ и подавать еду; метрдотель; помощник официанта; официант-распорядитель винами; изысканный ресторан.

Text 1

FOOD AND BEVERAGE SERVICE

Food and beverage service is a major factor in hotel operation. In some large hotels, the income derived from this source actually exceeds income from room rentals. The food and beverage income in many hotels is increased by pro­viding service for banquets and conventions.

Virtually every modern hotel offers some form of food and bever­age service. In some, facilities are available only for a continental breakfast — that is, a light meal of bread or rolls and coffee, while others have a small coffee shop or restaurant on the premises. Because of the large proportion of income contributed by a hotel's bars and restaurants, the food and-beverage manager is a key member of the management staff. He has the overall responsibility for planning the food and drink operation and purchasing the hun­dreds of items that are necessary for the restaurants and bars. Because food can spoil quickly, ordering supplies is a daily rou­tine. In a very large establishment, two people may be assigned to this task: one to order food and the other to order wines and spirits. The purchase and care of some items, such as table linens, or napery, or aprons for the kitchen help, must be closely coordinated with the housekeeping department. The food and beverage manager's staff may also include a store­keeper, who stores and issues food, beverages, and restaurant and kitchen supplies.

The kitchen itself is a separate kingdom within the hotel. The head cook, who is almost always called by the French word chef,is the boss of this area. The chef is responsible for planning the menus (the food that is being served on a particular day), and for supervising the work of the other chefs and cooks. In very large or elaborate setups, the head cook is called the ex­ecutive chef, and his responsibilities are largely those of a man­ager. He plans, purchases and frequently coordinates the operation of several restaurants.

Depending on the size of the establishment, several assistant chefs report to the chef. These include a sauce chef, a salad chef, a vegetable chef, and so on. Under the chefs are the cooks who actually cook the food and then place it on the plate for the wait­ers to pick up. Under the cooks' supervision are the kitchen helperswho peel potatoes, cut up vegetables, and bring food from the storeroom to the kitchen. The kitchen staff also includes dishwashers, even in a kitchen equipped with electrical appliances, since pots and pans usually need special attention, and someone must load and unload the machines.

In the restaurant, as well as in the kitchen, there are also different kinds of jobs. The person who seats the guests is called a captainor maitre d' (short for maitre d'hotel), or a hostess, if a woman. In restaurants with a very formal style of service, the captain also lakes the guests' orders. The meals are served by waiters or wait­resses. Inless formal restaurants, the waiters and waitresses take orders and serve the meals. Most restaurants also employ busboys, who pour water, clear and set tables, and perform other similar chores.

In an elaborate restaurant, there is often an employee called the wine steward, or sommelier, who takes orders for wine and sometimes for other alcoholic drinks.

Finally, there are cashiers who receive payment or signed bills from the guests. When the guest puts his restaurant bill on his ho­ld account, this information must be passed along to the account­ing office as quickly as possible.

Task 1. Find in the text answers to these questions

1. Why is food and beverage service considered to be a major factor in hotel operation?

2. How can the income from the food and beverage services be increased?

3. What are the responsibilities of the food and beverage manager?

4. What other jobs are vital in this area? Why?

5. What is a chef responsible for?

6. What are the duties of the kitchen helpers? dishwashers?

7. What are the duties of a captain? the wine steward?

8. How else are they called? Why are many jobs titles in French?

9. How is payment made?

Task 2. Sum up what you’ve learned from the text about

a) the importance of food and beverage service for the hotel industry;

b) the job responsibilities of the management staff;

c) the jobs in the kitchen;

d) the people who work in the restaurant itself, helping the customers;

e) receiving payment and signing bills.

Read and Discuss

Text 2

Make a note of the use of the word "commis" = an ap­prentice or trainee waiter.

WAITER FOR A WEEK

I was to be a commis waiter for a week at the restaurant. There are 50 waiters. Commis waiters and waiters work as a team. The waiter is the front man, taking orders, chatting to the customers. The commis, rather less glamorously, runs to the kitchen to bring up the orders and assist in serving them at the table. Although the commis will actu­ally do more physical work, they share the tips equally. All in all this is fair, as it must be pointed out that the sen­ior waiter is actually responsible for keeping a running ac­count of the bills and if he makes a mistake, or under­charges, the fault is rectified through his wage packet. It's an important working relationship.

I reported for work at 11am. That may sound like a re­laxed time to start the day, but the hours, I was soon to learn, are hell. The last client at lunchtime may not leave until half past three, or later, and the evening shift starts at 6pm. The hours, it was generally agreed, are the worst thing about waitering.

The commis takes the orders from the table down to the kitchen. He places the order for hot food under the noseof the sous-c hef who is shouting out orders to the cooks, while orders for cold dishes and salad go to a separate counter, and desserts are from yet another area. The kitchen is two flights of stairs away from the restaurant. The commis then comes up to see if any more orders have been taken while the previous one is being prepared. At the same time, dishes have to be cleared or put on the table, glasses refilled, ashtrays emptied, and somehow there always seems to be a new table with six or eight new orders to be filled — two flights away in the kitchen.

Hell, I rather imagine, is like the kitchen of that restaurant. Yelling chefs, endless banging of pots and crockery, steaming, casseroles, hissing frying pans, men with red shining faces, and trays with loads heavy enough to break your wrists. And running. Always running. Up and down, down and up. And since everyone is running, and always with loaded trays, you need the co-ordination of a gymnast to stay out of trouble. I spent as much time as possible in the dining room itself.

I noticed that wearing a uniform somehow transformed me into a role. It wasn't play-acting. Customers become sir or madam. Deference, a quality I usually lack, became the order of the day. I became very sensitive about the way I was treated. I hated being summoned by the click of the finger or the bend of the index finger. It was hurtful if conversation deliberately stopped as I served the meal, and yet unkind if it continued as if I didn't exist. I began to notice if people said please and thank you, and then whether they looked at me when they said it.

Notes

glamorously – энергично, активно

assist – помогать

share – делить

tips – чаевые

senior waiter – старший официант

undercharge – брать низкую цену (недосчитать)

fault – недостаток, недочет

rectify – исправлять

wage packet – недельная зарплата

shift – смена

sous-chef – помощник шеф-повара

two flights of stairs – два пролета по лестнице

yelling chefs – орущие повара

banging of pots and crockery – грохот горшков и посуды

steaming casseroles – бурлящие кастрюли

hissing frying pans – шипящие сковородки

deference – почтение

order of the day – неотъемлемая часть работы, повестка дня

summon by the click of the fingers – подзывать щелчком пальцев

Task 1. Answer the following questions

1. What are the job responsibilities of a waiter? commis?

2. The waiter and the commis share the tips equally. Is it fair?

3. What is the worst thing about waitering?

4. What is the whole procedure of working with the orders?

5. What is the kitchen compared with? Why?

6. Why does the commis need the coordination of a gymnast?

7. What became the order of the day?

8. What was hurtful in the work of a waiter?

Task 2. Think and express your opinion:

Could you take up a job of a waiter? Why? Why not? Points to consider:

· different methods of attracting a waiter’s attention;

· tipping;

· deference, courtesy;

· wearing a uniform;

· running up and down, down and up, always running.

Read and Translate

Text 3

PROVIDING MEALS AND DRINKS

Providing meals and drinks in the guests' rooms is another service extended by most hotels. Room service is ordered by telephone from a menu that is placed in each room. The menu itself is some cases is the same as the one for the dining room, but more often it is simplified to make for easier preparation and service. Special employees take the orders and special waiters carry them to the rooms. To cut down on orders for ice and soft drinks, many hotels nowadays have machines on each floor to dispense these items.

Room service in most hotels closes down at the same time the kitchen does, normally ten o'clock and midnight. Some hotels, however, are prepared to provide sandwiches even during the late-night hours. Some luxury hotels have small kitchens or pantries on each floor that are used either for warming food or for preparing breakfasts. More room service orders are for breakfast than for any other meal. In some hotels, the guest can order breakfast before he goes to bed by filling in a slip which he leaves outside his door. The meal is then served at the time the guest has specified. Even in hotels with more than one restaurant, there is usually just one central kitchen. The special types of food served in the various restaurants are normally prepared by different chefs and cooks rather than in separate kitchens. Like the housekeeping department, the food and beverage department needs additional space for storage of the many items that must be kept on hand for the restaurants and bars. These items include not only the food and beverage themselves, but items such as table linens, dishes, knives, forks, spoons, plate warmers, trays, ashtrays, aprons and dish towels.

One food and beverage facility that is often not connected with the main hotel kitchen is the snack bar. The snack bar is a small unit that provides fast-order food and drink service to guests who are using the hotel's swimming pool or some other recreational facility. Snack bars are a prominent feature of resort hotels. Where the recreational facilities are in great demand, the snack bar often has its own staff of cooks, usually of the short-order variety, and waiters and waitresses.

Hotels generally employ a large number of workers proportion to the number of guests. The restaurant business as a whole is one of the most labour-intensive of all industries, and this is true whether the restaurant is in hotel or not.

Much of the activity in connection with food and beverage service is invisible to the guests, but many of the employees in the department have frequent contact with them. These especially include the dining-room and room service personnel. They must adhere to the same standard of hospitality and courtesy as all other employees who meet and talk with the guests in the hotel.

Notes

provide – обеспечивать

room service – доставка еды и напитков в номер

simplify – упрощать

cut down on – экономить на

dispense – раздавать

pantry – буфетная

slip – вывеска, объявление

specify – уточнить

storage – хранение

recreational facility – место отдыха

in demand – пользоваться спросом

labour-intensive – трудоемкий

invisible – невидимый

frequent – частый

adhere – придерживаться, соблюдать

courtesy – вежливость, учтивость

UNIT VI. Technology in Hospitality

Read and Learn

Read the text; find in it the English equivalents of the following topical words and phrases:

Быстро/стремительно; растущий, а зачатую обескураживающий; огромные возможности; способы бронирования; бронировать отель; включать/вводить; доступ; прямой; сеть туристических и гостиничных субъектов хозяйствования; общаться посредством интегрированной компьютерной системы; наличие/пригодность; посредник; готовый маршрут; центральная система бронирования; выбранный отель; создавать большой спрос на; в рамках индивидуального бронирования; назначать цену; комиссия управленческого персонала; действовать от имени; использовать; побуждать/стимулировать; возможность непосредственного бронирования; оптовик (третье лицо); большими партиями (оптом); перепродать потребителю.

Text 1

TECHNOLOGY IN HOSPITALITY

Technology is developing in leaps and bounds with an ever expand­ing, and frequently bewilder­ing, range of products and services. This, together with the increasing use of the Internet and a growing travel market, presents tremendous opportunity for hoteliers.

A reservation avenue is defined as a means by which a guest is able to make a reservation at a hotel.

Hotels incorporate as many reservation avenues as possible. The greater the access guests have to a specific hotel, the more likely they are to book. The most common reservation avenues are:

• GDS system (global distribution system)

• CRS (central reservation system)

• Direct travel agent or travel management company contact

• Direct guest contact

The Global Distribution System (GDS) is a network of travel and hospi­tality entities that communicate via an integrated computer system. The most common networks are called: Apollo, Sabre, Worldspan, and SystemOne. These GDS computer networks were originally developed by airlines to link their availability to travel agents. The ease of access enabled travel agents to directly book flights. Now, through various fee arrangements, hotels and car rental companies also link their individual products to the GDS systems. Any inter­mediary can now book an entire itinerary for a traveler using the GDS system.

A central reservations system, as reviewed earlier, provides the consumer with an avenue to locate a hotel of choice in a certain location. Using an easy-to-find toll free number (such as 1 -800-hotels-1) or Web site (such as < http:// www.hyatt.com >), the CRS can generate significant demand for a hotel through brand loyalty.

Within the transient reservations process, travel agents and travel man­agement companies act as intermediaries. These intermediaries make money in one of two ways:

1) they may charge a flat management fee. Intermediaries acting on a large company's behalf typically make their money this way. Many large organizations now utilize travel management companies to arrange all their travel needs.

2) they are paid a commission. A commission (usually 10 percent of the rate for hotels) is paid to travel agents by hotels, airlines, and other travel-related suppliers to induce further bookings.

Direct guest contact is another reservation avenue. The guests them­selves can make reservations via phone, fax, or Internet. As the Internet grows in popularity, its use as a reservation avenue grows as well. Most hotel chains offer a direct booking capability on their home pages. A recent study predicts that reservations made on the Internet will triple by 2010. Other Internet sites also offer a variety of travel related services.

World Wide Web Travel sites offer a full range of booking options that include hotel, air and car. Some serve as third-party wholesalers who buy hotel rooms in bulk and then offer them on their Web sites for resale to consumers. Others simply search out the Internet for best available prices and fares.

Task 1. Find in the text answers to these questions

1. What presents tremendous opportunity for hoteliers?

2. What is a reservation avenue?

3. Why do hotels incorporate as many reservation avenues as possible?

4. What are they?

5. What is a Global Distribution System?

6. What is a Central Reservation System?

7. How do direct travel agent or travel management company contacts work?

8. What is direct guest contact?

9. What do World Wide Web Travel sites offer?

Task 2. Sum up what you’ve learned from the text about

a) tremendous opportunities for hoteliers;

b) GDS system (global distribution system);

c) CRS (central reservation system);

d) Direct travel agent or travel management company contact;

e) Direct guest contact;

f)World Wide Web Travel sites.

Read and Discuss

Text 2

THE USE OF TECHNOLOGY IN HOSPITALITY

Technology in the hotel industry seems disparate at best. Although it's not uncommon to hear about your preferred hotel chain having a Web site or being able to search for and find a hotel online at another travel supplier's Web site, it seems the use of technology in the everyday workflow of running a hotel is sparse.

For hoteliers, the technology needs for their company can be broken down into two major components that encompass every person they will contact: their employees and their customers. Not only is access to up-to-date technology imperative, but adequate training on the use of these systems and resources as well. The front desk of a hotel should at the very least have access to all major computer user assets, including but not limited to mainstream office software titles, e-mail, and Internet access. This not only enables them to more effectively communicate with coworkers and upper management, but also with their customers and corporate clients.

In pushing the limits of how a property could use technology to equip its staff to more effectively handle the requests of customers, imagine a housekeeping staff equipped with remote contact devices that would locate the closest employee to the guest in need and communicate that need without any direct human communication or contact. This same system could also be used to send inventory requests back to a central location to be filled and delivered at the next room cleaning, or more urgently if requested.

The most obvious use of technology that a hotel should make use of is those areas that directly impact a prospective customer's contact or communication with the hotel. As stated earlier, many hotels have great Web sites that allow from the most obvious of services, booking a reservation, to lesser-known services like finding an appropriate restaurant for a business dinner within walking distance to your hotel, or taking a virtual tour of the property. However, a Web site shouldn't just be another way to make a reservation. It must be a form of dialogue between supplier and customer that cannot be more efficiently shared in any other way.

As a guest, not only do I want information available to me on the Web before I make the reservation, I want high-speed access once I'm in my room. I believe hotels should make corporate agreements with nationwide Internet service providers (ISPs) that would allow me to use high-speed Internet connections at your hotel free if I'm already a member of that ISP, at the very least a competitive rate. If I'm a true road warrior, I more than likely have a preferred hotel company I choose to give my regular patronage to. I should be able to sign up to a hotel's frequent guest program and use my "points" for free access at any of your properties. I should be able to order room service online, access messages online, check out, make dinner reservations at local restaurants, and confirm ground transportation needs during my stay and upon my departure. With the exponential growth of wireless devices, allow me to make download directions to local points of interest from your property as well.

Notes

disparate – несоизмеримый

search for – искать

workflow – рабочий процесс, ход производства

sparse – редкий, нечастый

encompass – охватывать, заключать

up-to-date – современный

imperative – задание, обязательное к выполнению

user assets – ресурсы пользователя

handle the requests – управлять/регулировать/обрабатывать заказы

urgently – срочно, незамедлительно

impact – оказывать влияние, воздействовать

virtual tour – виртуальный тур

at the very least a competitive rate – по очень дешевой цене

road warriors – мобильные сотрудники, много путешествующие

patronage – покровительство, поддержка

frequent guest program – программа поддержки постоянного клиента

exponential growth – экспоненциальный рост (очень быстрый)

Task 1. Answer the following questions

1. What are the two major components of the technology needs for hoteliers?

2. What do office software titles, e-mail and Internet access enable the front office to do?

3. What can a housekeeping staff do with remote contact devices?

4. What kind of information the customer wants to get from Web site?

5. Should a Web site be just another way to make a reservation?

6. Should the hotels work with Internet service providers? How? What for?

7. What should the customer be able to do?

Task 2. Think and express your opinion

Hotels are turning to the Internet to increase sales. Points to consider:

· having a Web site;

· the use of technology in the everyday workflow of running a hotel;

· having an access to all major computer user assets;

· high-speed access;

· nationwide Internet service providers (ISPs);

· a hotel's frequent guest program.

Read and Translate

Text 3

UTELL INTERNATIONAL

Utell International is the travel industry's partner, working with hotels and travel agents in every corner of the globe. With a choice of over 6,500 hotels offering a choice of over 1.25 mil­lion rooms in over 170 countries, Utell International offers travel agents and all their clients, the most comprehensive hotel reservation system in the world.

As part of the internationally recog­nized Reed Travel Group, Utell International was established more than 60 years ago. Through this association and its long experience in the travel industry, Utell is a rich and valuable source of information and advice to travel agents around the world.

Travel agents globally can rely on Utell International for all their booking requirements at literally thousands of business and leisure properties, cover­ing everything from tourist to deluxe accommodation, from small indepen­dent hotels with twenty rooms to interna­tional chains with hundreds of rooms. Whether agents want to book one night in New York, two weeks in Mombassa, or a tour of business centres in the far east, Utell International can solve all agents' accommodation needs at once.

State-of-the-art technology, sophisti­cated links with the world's most advanced travel agency and airline booking systems, a database constantly updated and containing full details of the facilities offered by all of Utell's hotels, combine to offer agents unparal­leled service and information.

As would be expected from a compa­ny that handles such a huge volume of business, its own office network spans the entire world with three regional headquarters in London, Singapore and Omaha; additionally, travel agents have access to expert local knowledge and support through Utell's extensive net­work of sales and marketing staff in 48 reservation sales and marketing offices in major cities world-wide.

Many Utell hotels are also connected to Utell Link a dedicated system which ensures the information is up-to-date and enables written details of the reser­vation to be transmitted directly to the hotel.

As well as offering the industry's most sophisticated voice reservations network, Utell’s unique information and booking service is also available through all of the world's major distrib­ution systems being connected to Amadeus / System One, Galilieo, Apollo, Sabre, Fantasia, Worldspan and Abacus. Agents simply access UI in every case. Utell is also connected to every other major national airline and electronic reservation system and pro­vides a network of GDS helpdesks to assist in the resolution of queries. At the forefront of technology, Utell is actively developing enhanced, more productive reservation systems for the future as well as investing in new distri­bution channels.

No matter where in the world, agents clients may want to stay, no other hotel reservation system offers so much choice through so many different chan­nels of communication.

Utell International extends far beyond a comprehensive reservation system, it offers a variety of products and services tailor-made to respond to agents' needs world-wide: it promotes its hotels elec­tronically by GDS promotions and elec­tronic directory advertising, as well as by print promotions: some examples include the DESTINATION promo­tions, aimed to increase leisure business at hotels. Each 'Destination^’ promotion features a selected number of hotels offering special packages and exclusive rates designed to attract the leisure trav­eller; Destinations range form a city like New York, to a region like California to an entire country like Brazil. Full colour Destinations flyers in local lan­guage are mailed to selected travel agents.

Notes

choice – выбор

comprehensive hotel reservation system – универсальная система бронирования

internationally recognized –всеобще признанная

experience – опыт, знания

valuable source – ценный источник

rely on – полагаться на

literally – буквально

at once – сразу, незамедлительно

state-of-the-art – сверх современный

sophisticated – передовой

database – база данных

updated – улучшенный, усовершенствованный

unparalleled –, не имеющий себе равного, беспримерный

huge – огромный

span – охватывать, распространяться

expert - зд. квалифицированный

dedicated system – узкоспециализированная, специальная

enable – давать возможность

transmit directly to – отправлять непосредственно к-л

query – запрос (информации)

enhanced – улучшенный, усовершенствованный

channels of communication – каналы коммуникации

extend – распространяться

tailor-made – сделанный по индивидуальному заказу

respond to – реагировать

destination – страна, регион, пункт назначения

flyer – рекламная листовка

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Дата добавления: 2015-10-28