Mastering Hospitality - sample

Alison Smith

READY TO GO

1 In pairs, you have two minutes to think of as many jobs as possible in the tourism and hospitality sector. Who in the class came up with the most jobs?

unsocial hours orari asociali shift work lavoro su turni demanding faticosi What other advantages and disadvantages of working in tourism and hospitality can you think of?

working in tourism theory

Choosing a job

The people working in the tourism and hospitality industry are fundamental to its success. At nearly all stages and in most areas, interaction and dealing with the public are vital: choosing and booking a holiday with a travel agent, checking in at the airport, on board the plane, at a resort, restaurant, tourist attraction and so on. With so much competition in all these areas, the quality of the services is often what distinguishes one company or organisation from another. Without excellent customer service, a business in this sector is unlikely to succeed and so its employees should have certain characteristics and skills. In customer-facing roles, employees need to be pleasant, motivated and able to work in a team. They should enjoy working with people and need to have good communication and foreign language skills. They have to remain calm in an emergency or difficult situation, like dealing with complaints or aggressive customers.

In behind-the-scenes positions employees do not have direct face-to-face contact with customers, but their jobs are equally important. As well as a good knowledge of foreign languages, they should be reliable, precise and have excellent organisational and computer skills.

The tourism sector, which as we know is in constant growth, offers many job opportunities and career prospects. There is the possibility of international travel, working abroad and meeting many new people. On the other hand, there are also downsides to working in tourism. Many jobs are seasonal or temporary, with unsocial hours and shift work and they can be physically demanding. It is possible to find a job straight after school, while other positions require further education, such as a degree or specialised certification. Nevertheless, wherever you work in the tourism sector, you will be contributing to the success of the millions of business trips and holidays taken every year.

READING COMPREHENSION

2 Read the text and complete the mind map.

characteristics

customer-facing roles behindthe-scenes positions

TOURISM JOBS

characteristics skills skills

Sooner or later you’re going to spend a lot of time at work, so choosing the right career is important. The choice depends partly on your skills and knowledge and partly on your personality, interests and values. So, do our quiz to find a job in the tourism and hospitality sector that could satisfy your needs and fulfill your potential!

While travelling

If you work in the transport industry, at a bus or train station or on board a plane for example, you will come into contact with passengers at various stages of their journey. You might help with issuing tickets, check-in, boarding procedures or providing information and instructions.

Check-in at the airport

LISTENING

1 1.08 Listen to the first part of a conversation at the check-in desk at Las Vegas Airport and answer these questions.

1 How many people are checking in?

2 Does the passenger have hold or hand luggage?

3 What security questions about the luggage does the assistant ask?

TRANSLATION & PHRASEOLOGY

2 1.08 Now listen to the second part of the conversation and complete the boarding pass.

3 Translate these expressions and use them to complete this conversation at the luggage drop-off desk.

Consegni questo al desk di là dove potrà pagare con la carta di credito. Mi dispiace ma pesa 22 chili, 2 chili oltre il limite. Il bagaglio a mano non deve superare i 10 kg. Posso vedere la sua carta d’imbarco e il passaporto, per favore?

Passenger Can I drop my luggage here for the flight to Milano Bergamo?

Assistant Yes, of course. (1)

Passenger Here you are.

Assistant Put your case on the scales, please. (2) You will have to pay the surcharge.

Passenger How much is it?

Assistant £15 per kilo, so £30 in total. (3) Then come back here to drop off your case.

Passenger What about if I take some stuff out and put it my hand luggage? I can’t pay that much.

Assistant Yes, but (4) .

Passenger OK. I’ll see what I can do.

SPEAKING PROFESSIONAL COMPETENCES

PASSEPARTOUT PCTO

AT THE AIRPORT

Airport staff

• Can I see your ticket and passport, please?

• How many pieces of luggage are you checking in?

• Would you like an aisle or window seat?

• You’re in seat 23A. Boarding commences at 11.15 at gate 43.

• I’m sorry, you can’t take that as hand luggage.

• The plane is delayed by 70 minutes.

• Enjoy your flight.

Passenger

• Is this the check-in for Atlanta?

• What time do I have to get to the gate?

• Can I have a seat by the emergency exit?

• Can I check in this suitcase, please?

• Is the flight on time?

• I’ve only got hand luggage.

4 In pairs, use this information to act out two conversations at the airport check-in. Remember to swap roles.

Flight BA 154 Rome Fiumicino to London Heathrow at 19.40

Boarding 19.10/Gate A15/Seat 13C (aisle)

One suitcase and one cabin bag

Flight SK123 London Gatwick to Athens at 8.00

Boarding 7.30/Gate 12/Seat 5A (window)

Hand luggage only

On board the plane

LISTENING

1 1.08 Listen to these four conversations and announcements on board a plane and match them to the correct situation. There are two extra situations you do not need. a announcing what to do before landing b serving food and drink c informing passengers of a delay d explaining a safety precaution e describing the in-flight entertainment f giving instructions for getting off the plane

SPEAKING PROFESSIONAL COMPETENCES

Speaker 1 Speaker 2

Speaker 3 Speaker 4

2 Work in pairs. One is the flight attendant who has to sell food and drink, the other is the passenger who wishes to order. Using the in-flight menu, act out different conversations. Remember to swap roles.

QUICK AND EASY LUNCH DEALS

At the station

LISTENING

1 1.08 Listen to these conversations and announcements at a train station and on board a train and choose the correct option.

1 Which platform will the Bolton train leave from? A Platform 5 B Platform 3A C Platform 6 2 Why is there a delay to some train services today? A an accident B a storm C a strike 3 The man is disturbed by... A a phone call. B a laptop. C someone eating. 4 The women’s train will arrive in Edinburgh at... A 12.15. B 12.50. C 13.50. 5 What is not available on this train? A WC B coffee C Wi-Fi

SPEAKING 2 In pairs, act out the following conversation on board a train.

PASSENGER

ASSISTANT

You want to know what time the train will arrive in Exeter. You only have 15 minutes before your connecting train to Barnstaple. The train is delayed by 45 minutes due to engineering works. Estimated arrival in Exeter is 12.05. Trains to Barnstaple are at 12.10 and 14.10.

Hotels

RECEPTION HOTEL ROOM

key card

reception desk

lamp telephone pillow complimentary toiletries sheet towels

pigeonhole concierge bed curtain

bedcover bin

receptionist bell

night table carpet duvet

bathrobe accappatoio blanket coperta coat hanger appendiabiti desk scrivania/tavolo flat screen TV televisore a schermo piatto kettle bollitore minibar minibar mug tazza safe cassaforte slippers pantofole wardrobe armadio

Types of room

connecting rooms camere comunicanti dormitory camerata

double room camera doppia (con letto matrimoniale)

family room camera familiare (quadrupla) single room camera singola suite suite/camera lussuosa triple room camera tripla twin room camera doppia (con letti singoli)

Hotel facilities air conditioning aria condizionata business centre centro business gym/fitness room palestra hairdresser parrucchiere ice machine macchina del ghiaccio laundry lavanderia pool piscina room service servizio in camera sauna sauna

Verbs

book/make a reservation effettuare una prenotazione check in registrarsi check out lasciare la stanza confirm confermare order room service ordinare il servizio in camera pay pagare tip dare la mancia

doorman

valet

breakfast room porter lift lobby/hall