VI. Read and translate an extract from the lecture given by the staff trainer. Find the sentences containing modal verbs. Explain their use.

Very often staff doesn’t realize that the people who run the hotel are part of the hotel ‘product’ too. So you should know the names of the people in charge of different departments. You should know the owner of the hotel, and the General Manager. Often the owner will actually be a company, not an individual.

Now of course, rooms are very important. You should know everything a customer might ask. Obviously, you have to know the types of room, and the rates beside them. Some hotels train their staff by having them stay in the rooms for the night and getting to know the rooms that way.

Now, one very important thing to know about is transport connections. You ought to know the transport connections for the hotel – how to get to it by road, by bus or by rail. You should know about taxis, too, and how much the fare is likely to be.

And you should know where guests can park their cars – if they come by car. In the example we have the heading “parking”, and under it the two car-parking facilities – the ordinary car park, and the lock-up garage which guests pay $5 a night for.

What else about the hotel? You should know if the hotel is mentioned in any guide books – guide books like the AA guide or RAC guide. Also how many stars it rates from any large tourist or motoring organizations. Well, these are the main points, but there’s just one other thing to remember and that’s any restrictions that guests must keep to. You should know about any rules that have to be followed – restrictions about payment, etc. Some hotels might not allow payment by certain credit cards, or they might demand payment in advance for certain categories of guest. In our example on the fact sheet we have the heading “restrictions”… guests must give proof of identity, such as passport or driving license, or they must pay in advance if they are chance guests after a certain time of night – that is, if you just drop into the hotel after nine o’clock you should either prove who you are or pay for your night’s stay beforehand.

VII. Fill in the gaps choosing one if the modal expressions given below:

must, don’t have to, mustn’t.

As it is your first day, I’ll just show you what to do. Obviously, you 1) __________ make the beds and hover the carpet, and you 2) _____________ forget to check the cupboards in case the guests have left anything. If one of the beds hasn’t been used, you 3) _____________ change the sheets, but you 4) _____________ tidy up so that it looks right. If the guests is about to leave, you 5) _____________ check the mini-bar and tell reception if anything has been used so that they can put it on the bill. In the bathroom, you 6) ______________ change all the towels and provide new soap and shampoo and make sure that everything is clean. If any of the bulbs are broken, you 7) ______________ replace them yourself – you can just ring Maintenance and they’ll take care of it.

have to, don’t have to, shouldn’t

The hotel is in the West End, so a lot of our guests want to go out to shows in London, and I 1) _____________ try and arrange bookings for them. We have special arrangements with some of the cinemas and theatres, so that means our guests 2) _____________ queue up for tickets and they 3) ______________ pay more than they should, which is good for them. But with some of the others – especially the very popular musicals – we 4) _____________ use agencies, and that means that the guests 5) ______________ pay a lot extra. Personally I think that the agencies 6) ______________ charge so much, but they always say that the guests 7) ______________ make bookings at the last minute.

should, don’t have to, mustn’t

You 1) _____________ know how to mix all the cocktails on the list, and you 2) __________

try and be as professional as possible, because that’s all part of the atmosphere. Of course, you 3) _____________ know how to make every cocktail in the world, because that would be impossible. If a guest asks you for a cocktail you don’t know, you 4) ____________ panic, you 5) ______________ just ask them how to make it, and you 6) _____________ show some interest in it because that makes them feel good. There are sometimes problems with people who are under age. If you think someone looks too young, you 7) _______________ ask them for proof of their age and you 8) _______________ serve the alcohol if they are under seventeen.

Дата добавления: 2015-08-27