I. VOCABULARY

Accept	Принимать
Accommodate	размещать
Assign	назначать, определять, устанавливать
Assign	давать, отводить (что-л. кому-л.)
Binding	принудительный, обязательный; ограничивающий, сдерживающий
Binding upon both parties	обязательный для обеих сторон
Cancel	Откладывать
Check-out	Выезжать из гостиницы
Confirm	подтверддать
Convention	собрание, съезд
Cutoff	закрывание, остановка
Handle a problem	рассматривать проблему
Handle checks	обрабатывать чеки
Handle goods	обрабатывать грузы
Handler	программа обработки, обработчик,устройство управления
In a binding form	в форме обязательства
In advance
Intent	намерение, цель
Occupancy	владение, аренда
Rack rate	Стоимость номера без скидок
Remit to	направлять, отсылать (к Какому-л. источнику информации)
Responsibility	Ответственность
Sign	Подписывать
Source	Средство
To handle	управлять чем-л., справляться с чем-л
To handle	обращаться с, прорабатывать; обсуждать, разбирать
Сompulsory, obligatory	обязательный

II. LANGUAGE

Exercise 1. Make collocations:

1 reservation	a. reservation
2 check-out	b. time
3 cancellation	c. occupancy
4 reserved	d. department
5 advance	e. procedure
6 one night’s	f. guest
7 in-house	g. deposit
8 walk-in	h. voucher
9 paid-in-advance	i. room
10 full	j. lodging

Exercise 2. Fill in prepositions:

1. An advance deposit guarantee requires the guest to remit to the hotel a specified amount … to the guest’s stay.
2. Under corporate contract the company accepts financial responsibility … any no-shows.
3. The hotel agrees to hold a room for the guest … a stated cut-off time.
4. If the guest arrives … the cut-off time and rooms are still available, the hotel will accommodate the guest.
5. Hotels may establish different types of reservations … their own use.
6. Guests are usually met … the reception desk.
7. If the room is not sold … a specific night, that sale is lost forever.
8. During a period of full occupancy the hotel may choose to accept reservations in excess of actual rooms … 8 percent.
9. Reservations can be made … fax, … phone, or … the Internet.
10. Hotel reservations should be made … advance.

Exercise 3. Match the words and word combinations with their definitions:

1 booking	a. percentage of guests staying at a hotel at a given period of time
2 cancel	b. an arrangement to use a hotel room, travel by train etc., at a particular time in the future
3 check-in desk	c. people who haven’t booked, but checked in a hotel
4 voucher	d. to end an agreement or arrangement that you do not want any more
5 no-shows	e. a place where you report your arrival at an airport or a hotel
6 walk-ins	f. people who have booked but didn’t arrive
7 occupancy rate	g. a kind of ticket that can be used instead of money to pay for things

Exercise 4. The word in capitals at the end of each sentence can be used to form a word that fits suitably in the blank space. (See example):

Customers usually make a phone call or send a fax to make a reservation.	RESERVE
1. I am not sure of the exact dates yet so I’d like to make a … booking for the 24^th to 28^th.	PROVISION
2. They made a booking for twenty people but it isn’t a … booking yet.	CONFIRMATION
3. There are more guests than rooms. I’m afraid the hotel is ….	BOOKING
4. I’m sorry, but there is no … for the honeymoon suite for the period you require.	AVAILABLE
5. The records must have accurate information so the staff should … them regularly.	DATE
6. The customer has been taken ill so we’ve had a … of the booking.	CANCEL
7. There’s no one in room 507 at the moment and room 508 is also ….	OCCUPY
8. Hotels often don’t … specific rooms to specific guests until they arrive.	ALLOCATION
9. One of the first jobs to be done each day is to deal with the ….	CORRESPOND
10. When filling in the reservations form, please make sure that the … are written clearly.	ENTER

Exercise 5. In these conversations customers are making a telephone reservation. Put the lines of the conversation into the correct order and number them in the boxes on the left. For example, 'Barnes Hotel. Good afternoon. Can I help you?' is the first line in each conversation.

Conversation 1

__ 3956 7254 9984 9876. And what's the expiry date?

__ Andrew Orpheo.

__ 4 '99.

_1. Barnes Hotel. Good afternoon. Can I help you?

__ By Visa.

__ Can you give me the number?

__ Certainly. O-R-P-H-E-O.

__ Could you spell your surname?

__ So that's a single room with bathroom for two nights, __ the 16th and 17th of June.

__ Good. Could you give me your name?

__ Orpheo. And how will you be paying?

__ Thank you very much. We'll look forward to seeing you on the 16th.

__ Thank you.

__ That's correct.

__ The 16th and 17th of June. A single room.

__ What dates would you like to reserve for?

__ With a bathroom?

__ Yes, please.

__ Yes, it's 3956 7254 9984 9876.

Yes. I'd like to make a reservation.

Conversation 2

__ $ 42.50 a night including breakfast.

_1. Barnes Hotel. Good afternoon. Can I help you?

__ Could I have your name for the reservation?

__ Davies.

__ Double, please.

__ OK. That's fine. We'll be there in half an hour.

__ Single or double?

__ Thank you. Goodbye.

__ Thank you Mr Davies. We'll look forward to seeing you in about half an hour.

__ What are your rates?

__ Yes, do you have any rooms free for tonight?

__ Yes, we do have a couple of rooms.

Exercise 6. Below you will see parts of two letters concerned with booking hotel rooms for a company. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.

available	meet	reasonable rates	suitable
brochure	pleasure	require	training sessions
full board	provide	requirements	urge
hesitate	quotation	single	without delay

A.

We intend to hold 1. ….. for our sales representatives at the end of May next year and are looking for a hotel which provides 2. ….. facilities.

Our 3. ….. are as follows:

1 room for lectures capable of seating approximately 50 people

5 smaller rooms for seminars capable of seating 10-12 people

50-60 4...… rooms with bath.

If you can 5. ….. these facilities, we would be pleased to receive your 6. ….. for 3 nights 7. ….. starting with dinner on Tuesday and finishing with lunch on Friday.

We look forward to hearing from you.

Thank you for your letter of 6^th September, inquiring about our conference facilities.

I have enclosed our 8. ….. and price list.

As you will see, we should be able to 9. ….. your requirements at what we consider to be very 10. …...

At the moment our rooms are still 11. ….. for the end of May, but I would 12. ….. you to make your reservation 13. ….. as this is a popular time of the year with many companies.

If you 14. ….. any further information, please do not 15. ….. to contact me.

Exercise 7. Read the following statements and say whether they are true or false:

1. All hotels have unified methods of processing reservations.

2. Some types of non-guaranteed reservations are: credit card, advance deposit, travel agent, corporate, in-house voucher.

3. A partial prepayment requires the guest to remit to the property a specified amount prior to the guest’s stay.

4. Travel agent is now used more often by larger travel agencies.

5. A guest arriving without reservation is called a no-show guest.

6. A person with a reservation who does not use a room is called a walk-in guest.

7. Confirmed reservations can be only guaranteed.

8. Hotels may offer some other types of reservations for their own use.

Exercise 8. Use the information below to complete the following flow chart of a guest’s stay at a hotel:

1. allocate room
2. guest departs
3. goes to room
4. pays bill
5. inform departments of arrival
6. open bill
7. pass mail and messages
8. post charges
9. inform departments of departure
10. check registration card
11. check charges and close bill
12. receive room back to re-let
13. registration
14. uses hotel facilities

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