Accommodation

Details

The Accommodation Industry

1. The history of the accommodation industry

1.1 A brief history

1.2 Latest trends

2. The structure of the accommodation sector

3. Types of accommodation facilities

4. The hotel industry

4.1 Hotel types

4.2 Hotel rating systems

4.3 Hotel operation

4.3.1 Hotel chains and independent hotels

4.3.2 Hotel organization

4.4 Hotel services and facilities

4.5 Room types and rates

Questions and Topics for Discussion

1. Describe the early forms of accommodation.

2. Identify different types of commercial and non-commercial accommodation and explain how they are different.

3. Describe different types of accommodation facilities. What factors influence travellers’ choice of accommodation facilities?

4. What types of hotels are affected by periodicity and for which hotels is seasonality a major problem?

5. Into what two broad categories does hotel employment fall? What is included in each of these categories?

6. List the typical hotel facilities that different categories of hotels offer.

7. What different hotel rates does a hotel usually offer?

8. Describe the most common type of hotel rooms.

1. THE HISTORY OF THE ACCOMMODATION INDUSTRY

1.1 A brief history

No one knows exactly when the first hotels or inns opened. The first inns were private homes that offered accommodation to travellers. When the Romans were establishing their empire, they built a whole network of roads and set up stations where travellers could change horses and rest. Later, in Europe and America inns were set up along the roads at a distance a horse could travel a day. Inns also became important social gathering places both in Europe and America. The first modern American hotel was the 170-room Tremont House in Boston, which opened in 1829. It looked like a palace. In America hotels were the first to try new technology (e.g. heating by steam, elevators or electric lamps).

Trains significantly increased the amount of travelling both for leisure and business. Therefore, in the 19th and 20th centuries many hotels and restaurants were built next to railway stations.

Later, when the number of cars grew, restaurant and motel chains were built along highways.

After Charles Lindberg flew across the Atlantic Ocean (1927) investment in aviation began which had a huge impact on the hospitality industry: mass transportation over long distances became possible.

1.2 Latest trends

Latest trends include large corporate-operated hotels, luxury business hotels, guest loyalty programmes and new marketing tools.

Large corporate-operated hotel usually offer all types of services.
Luxury hotels often use executive floors. Business guests are provided with services and facilities such as fax machines, laptop computers, a photo copier and a printer, Wi-Fi, and fitness facilities. Some rooms are designed even to arrange job interviews. These rooms have a waiting area.
Guest loyalty programmes are operated in many hotels. Guests, for example, can gain bonus points if they stay at a hotel and they can use these points later either at the same hotel or at certain restaurants or other service providers.
There is renewed focus on property websites. Hotels are developing their own websites and trying to convince travellers to opt for direct bookings.
The growing importance of the social media must be considered. Hotels make use of emerging social/mobile applications as great value in hotel marketing.
Hotel marketers should focus on ways to capitalize mobile applications, as social media and mobile devices have already become inseparable. Smart-phones have replaced desktops and laptops, and social media updates from mobile phones are the preferred trend.
A strong online presence is vital. Engaging blogs, interactive social media platforms, newsletters, e-books, photo and, video sharing media are efficient and inexpensive tools that will enable hotels to reach people quickly.

In order to reach potential travellers, embarking videos and photo sharing sites such as Instagram and Pinterst, is vital, as more and more people will view and share videos and photos that will become a great advertisement for the business.
Hotels redesign their selling tactics. A growing number of users book across web and mobile platforms. TripAdvisor has become the world's most popular travel website with 34 million users each month. Google Places business listings also show up on iPhone searches as well as on Google Maps, so hotels have to:
- Monitor booking sites (TripAdvisor, Google Places, etc.) reviews and alert management of any low reviews at least twice a week.
- Comment on glowing reviews to thank them preferably within 24 hours.
- Comment on low reviews preferably within 24 hours and draft how the property intends to handle future situations.

2. THE STRUCTURE OF THE ACCOMMODATION SECTOR

The accommodation sector includes different forms of sleeping facilities which can be categorised as either serviced or self-catering.

(Holloway, 1998, p.143.)

3. SOME TYPES OF ACCOMMODATION FACILITIES

Motels

Motels are set alongside motorways. They suit the business person or the tourist who needs an overnight stop. It is usually not necessary to book in advance. Exceptions can be motels in a popular area in the high season. Motorists will find a big car park and they can have a good standard of accommodation at a reasonable price. The building is modern and only consists of bedrooms, each room exactly the same.

The price includes en-suite facilities, coffee and tea-making, television and telephone. At the entrance there is a security door and a reception. Staffing is minimal as no food is available on the premises.

Timeshare villas/apartments/rooms

A timeshare owner buys the right to occupy a self-catering apartment in a hotel or leisure club for a certain number of weeks per year. Timeshare owners have to pay one-off payment and a modest annual maintenance fee. This does not mean that one is tied to one resort because timeshare buyers can swap their holiday through an international exchange organization. Hotels often invest into timeshare because it may have several advantages for them:

extend the holiday season
opportunities to increase occupancy
increased use of restaurant
provides funds for refurbishment and development

Guesthouse, Pension, Bed and Breakfast

A bed and breakfast (B&B) is a lodging facility in a large family residence where guests can be accommodated in private bedrooms and where breakfast is served in the morning. The rooms may or may not have a private bath. The staff often consists of the house owners and members of their family who live there. It is possible for guests to stay more than one night, but guests are usually expected to leave the room during the day. Most B&Bs are small: they can accommodate about 10-15 guests.

The B&B arrangement is actually very old; before the 20th century, it was quite normal for country travellers to spend the night at a private house rather than an inn.

Hostel

An inexpensive alternative for students and budget travellers with dorms shared by many travellers (types: male, female and mixed). Common toilets, kitchen and bathing facilities are shared by all rooms on the floor.

Campsite

Here travellers can pitch tents or park their caravan or motorhome.

4. THE HOTEL INDUSTRY

4.1 Hotel types

Hotels are the most significant form of overnight accommodation. The hotel product consists of location, facilities, image and services. One of the main characteristics of the hotel product is that they often suffer from seasonality (in holiday resorts) or periodicity (business hotels).

The different types of hotels can be defined according to the following aspects:

The location of a hotel. The location can be at a destination or stopover point. It can be in a central tourist area, (e.g. in a city centre), in a new commercial development site (e.g. in the area of the Budapest international fairs) or in a suburban residential area (outside the city centre).
The owners of the hotel (a family or a hotel chain).
Clientele, that is, the people who stay at the hotel e.g. business people, groups, or holidaymakers.
Facilities, services and the price.

Categories by location:

City centre hotels are usually very popular. Many of them are operated by a chain and serve business guests.
Resort hotels are built in destinations that offer pleasant climate, scenery, recreational facilities, or historic interest. A resort complex consists of a hotel and recreational facilities that are isolated from the nearby community (e.g. the holiday villages). Many resorts such as spas are visited for health reasons.
Suburban hotels are smaller than downtown hotels. Their guests are usually business travellers.
Highway hotels/motels provide easy access and parking facilities. Airport hotels enjoy some of the highest occupancy rates.

Categories by price:

Hotels can also be categorized by price. The most important classifications are: economy/limited service, mid-price/extended stay and full-service/luxury hotels.

Categories by guests:

You can also classify hotels by guests. The major classifications are business or corporate (individuals, groups, meetings, conventions), leisure travellers, long-term stay, government and military travellers.

Within the main categories there are several types of hotels: e.g. country house hotel (=inn), commercial or business hotel, convention hotel, resort hotel, airport hotel, luxury hotel and motel, all-suite hotels, casino hotel, conference centre, time-share condominium, cruise ship, boutique hotel or other unique types.

The boutique hotel is an interesting type of hotel accommodation. Boutique hotels are all unique, in architectural style, interior design, decorative theme and personalized service. They provide an intimate atmosphere which is the most important characteristic of a boutique hotel. The intimate atmosphere is the result of décor, personalized service and the attitude of the staff. Boutique hotels are rather small; the maximum number of rooms for a boutique hotel is about 100 rooms.

Unique hotels:

Capsule Hotels are very popular in Japan, They are extremely small. They are commonly found around near train stations for people who miss the last train home.

Ice Hotels are built from enormous blocks of ice, very popular in Canada, Sweden and Finland. The hotel temperature is a constant -6°C inside and the outside temperatures can drop to more than -50°C. The rooms are decorated with lovely carvings in the ice.

Cave Hotels are accommodation in a cave. They are commonly found in Greece, Turkey, Spain and Australia

Undersea Lodges are accommodation in the sea where you can view marine life, found in Florida.

Tree Lodges are accommodation built on a tree, commonly found in Africa near national parks.

4.2 Hotel rating systems

1-5 stars rating system

During the last decades of the 20th century common standards improved considerably. For the sake of greater comparability, various rating systems have been introduced. The most commonly used rating system in Europe is the one to five stars classification. A star is a symbol used for classification purposes. However, there is no one international standard to define the quality of a one star or a 5-star establishment. Huge differences exist in the quality of the accommodation and the food within one category, sometimes even in the same country. The Hungarian rating system is regulated by a government decree.

Traditionally rating depends on the facilities that a hotel can provide, which is often disadvantageous to smaller hotels whose quality of accommodation may be excellent, but the lack of an item such as an elevator would prevent it from reaching a higher categorization.

The five categories are divided up as follows:

* (one star) – low budget hotel
** (two stars) – budget hotel
*** (three stars) – medium class hotel
**** (four stars) – first class hotel
***** (five stars) – luxury hotel

In the US Diamonds are awarded. The best known grading systems are operated by the AA (Automobile Association) in Britain and by the AAA in the US.

Ratings or some professional organization, and are used to determine the price range of a hotel.

AA Quality Ratings and Related Symbols: Stars

The best known grading systems are operated by the AA (Automobile Association) in Britain and by the AAA in the US.

In the AA system also stars are used as symbols o indicate the standard of quality you can expect.

Star(s)	Services
*	At this level, staff are polite and provide informal yet competent service. The majority of rooms are en suite and there is an eating area with a reasonable choice of food and wines available.
**	Staff are smartly dressed and provide competent, often informal, service. All rooms are en suite and have a TV. There is at least one restaurant or dining room with a substantial choice of food and wine available.
***	Staff are skilled in responding to guests’ needs, and there will be a receptionist on duty. All rooms are en suite and have remote-control TV and direct-dial telephone. There is a restaurant open to residents and their guests and a bar or lounge serving drinks.
****	A formal, professional service is provided and staff respond to guests’ needs. Reception is staffed 24 hours a day, with porters available on request. Bedrooms offer superior quality and comfort; en suite bathrooms have high-quality toiletries. Services such as 24-hour room service, laundry and dry-cleaning will be available, and the restaurant offers a wide range of dishes.
*****	Perfect guest services and professional, attentive staff are a must at this level. Accommodation is spacious and luxurious, with impressive design and furnishings. En suite rooms offer exceptional quality and provide extras such as bath sheets and robes. The restaurant has an excellent chef, and offers superior wines.

The AAA Diamond Rating System in the US

Star(s)	Services
◊	Good but modest accommodation. Establishments are functional, emphasizing clean and comfortable rooms.
◊ ◊	It offers everything that the one-diamond level does, but with better room décor and furnishings.
◊ ◊ ◊	It offers a higher level of sophistication. Additional services and facilities may be offered. There is a noticable upgrade in physical attributes, services and comfort
◊ ◊ ◊ ◊	It offers a high level of service and hospitality. These hotels offer a wide variety of upmarket facilities in the guest rooms, on the grounds and in the public areas.
◊ ◊ ◊ ◊ ◊	It is a world-class establishment offering exceptionally high level service, luxurious facilities, and many extra amenities. Guest services are flawless. There is professional staff.

4.3 Hotel operation

4.3.1 Hotel chains and independent hotels

There are different ways in which hotels can be operated. Hotels can operate independently or as part of a chain.

An independent hotel is not connected with any hotel company and is owned by an individual or a group of investors.

A chain is a group of affiliated hotels. There is a management company which contracts with hotel directors to operate their hotels for them.

A franchise is a certain license offered by a hotel chain to an individual hotel to use the hotel trademark and operating systems in return for a percentage of the hotel’s revenues. A franchisor is the party giving the franchise license. A franchisee is the party gets the license and operate his/her establishment accordingly

The hotel chains have several competitive advantages over independent hotels.

There s a degree of uniformity. Guests know what to expect.
They can increase efficiency.
They can share the costs of advertising.
The accounting and auditing systems of the chains can be centralised.
Chains can easily get expensive market research data.

The first hotel chains started in the 19^th century. It was Mr. Statler, who first recognized guests’ demand for uniform standard. He started his career in 1878 as a bellhop in West Virginia. In 1908 he opened his first hotel in New York. It had telephones in every room, ice water and a number of amenities. He started giving free morning newspapers Soon four more hotels were opened.

Another hotel-chain pioneer was Conrad Hilton. He bought his first hotel in 1919. He bought hotel Waldorf Astoria, and the Statler chain in 1954.

The Sheraton chain was started in 1941 by Ernest Henderson. One of the hotels he bought had an expensive electric sign on the roof bearing the name ‘SHERATON’. It would have been expensive to remove the sign so he kept it, and named all his future hotels Sheraton.

The concept of standardized roadside accommodation was the brainchild of Kemmons Wilson. In 1952 he built his first Holiday Inn. Today Holiday Inn is one of the largest chains in the world.

4.3.2 Hotel organization

In order to serve guests and make reasonable profit, hotels are organised into functional divisions or departments. For instance, all hotels have a rooms division to manage guestrooms: handle reservations, check-in/check-out activities, housekeeping, and telephone service. If the hotel operates a restaurant it will have a food and beverage department. The following chart is a simplified general organizational hierarchy of a hotel. (See illustration)

For instance, all hotels have a rooms division to manage guestrooms: handle reservations, check-in/check-out activities, housekeeping, uniformed service and telephone service. If the hotel operates a restaurant it will have a food and beverage department. The following chart is a simplified general organizational hierarchy of a hotel.

HOTEL MANAGEMENT

General Manager: The manager has five basic tasks to perform. These include setting goals, (short and long term), organising the operation of the hotel and motivating and communicating. Managers’ responsibilities include evaluating people’s performance.

Catering manager: They promote and sell banquet facilities. They must have a good knowledge of food costs, preparation techniques, pricing, social customs and etiquette.

Head/executive housekeeper: A small hotel may employ only a few chambermaids, but a large hotel has a large department with several assistants and many chambermaids and housemen. Their work is supervised by a housekeeper.

Chief engineer (operation, maintenance): A modern hotel uses complicated equipment, for example heating and air conditioning systems, elevators, electricity, and plumbing. Technicians who work in these fields are supervised by a chief engineer.

Food and beverage manager: They direct food and beverage production and service. They are responsible for the training of kitchen and dining room staff, quality control and pricing. They will help to plan menus and select drinks. They will have to work long hours and shifts.

Controller: They are responsible for the accounting department and they prepare budgets and statistics.

Human resources manager: They are responsible for recruiting and training.

Marketing and sales manager: They write the marketing plans. They are expected to increase revenues.

Resident manager: They are in charge of the rooms division: front office, reservations, housekeeping and security.

Systems manager: They are computer experts. They write programs and give instructions.

FURTHER HOTEL JOBS AND JOB DESCRIPTIONS

Job	Responsibilities
Front office manager	responsible for the reception area.
Reception clerk/Receptionist	takes care of registration
Night auditor	works at night at the reception and handles both front desk duties and some of the duties of the accounting department
Room clerk/Key clerk	hands out the keys and gives information to the guests about various hotel services
Concierge	arranges tickets for sightseeing, theatre, cinema and help with table reservations and other hotel services
Front Office Cashier	responsible for accounts, and also exchanges foreign currency
Night Clerk/Night Porter	takes care of the reception area during the night shift
Bellboy	shows customers to their rooms and carries luggage
Porter	carries customer’s luggage
Doorman	receives guests, opens the door, orders taxi-cabs, etc.
Telephone switchboard operator	connects the outgoing and incoming calls
Elevator/Lift boy	responsible for the lifts.
Housekeeper	responsible for linen, decoration and general cleanliness of the hotel
Floor attendant	responsible for the cleanliness of a special floor
Chambermaid/Room maid	cleans the guest rooms, replaces items used from the minibar
Sauna attendant	responsible for the sauna section
Maintenance staff	take care of the technical equipment in a hotel

4.4 Hotel services and facilities

It is impossible to give a complete list of all the services and facilities (on-site and off-site) that a hotel might offer. The following chart shows some of the most commonly used pictograms of hotel facilities and services.

Commonly used pictograms of on-site and off-site hotel facilities and services

conferences	radio in bedroom	horse-riding
banquets	telephone in bedrooms	air-conditioning
building of historic interest	TV in bedrooms	morning coffee/snacks
hotel in rural setting	swimming-pool	advance booking recommended
central heating	sauna	foreign languages spoken
lift	special Christmas arrangements	solarium
parking	dogs allowed	recreation/games room
children welcomed	four-poster bed	distance to beach
family rooms	9-hole golf-course	bar
laundry/valet service	18-hole golf-course	mini-bar in bedrooms
night porter	tennis court	distance to airport
facilities for disabled	fishing	restaurant

4.5 Room types and rates

The most common types of hotel rooms include single, double and twin bedrooms. Double rooms have one large bed whereas twin bedrooms offer two separate beds. Larger parties can be accommodated in connecting/adjoining rooms, in a family room (four or more beds), a junior suite (bedroom and sitting-room with a partition), a penthouse (suite at the top of the building), or a suite (bedroom and sitting-room).

Hotels will always try to increase their occupancy rate and maximize their revenue by offering a wide range of different tariffs to different market segments. The following list gives examples of possible rates:

Rack rate (Standard): The regular, public rate for a hotel room.
Corporate: Usually offered for those travelling on business.
Weekend: Discounted rate offered during a weekend period.
Employee: Discounted rate offered to hotel (chain) employees.
Senior Citizen: Discounted rate offered to senior citizens.
Special/Promotional: Discounted rate offered during a low period.
Package: Rate including amenities, meals, etc. in addition to accommodation.
Family Rate: Rate offered for families travelling together.
Group and Tour: Special rates offered for a travel agency or tour group.
Negotiated: Rate negotiated by a hotel company with a special client.

Room rates might include a room-only service (RO) or a room rate and additional meals. The room-only rate is also called European Plan. The Continental Plan includes the room rate and continental breakfast. Half-board is also called Modified American Plan and full-board or full pension is sometimes referred to as American Plan.

UNIT 3

ACCOMMODATION

Accommodation facilities provide lodging or short-term accommodation for travellers, vacationers, and others. There is a wide range of establishments: hotels, motels, B&Bs, hostels, timeshares, campsites, cruise ships etc. Some provide lodging only; while others provide meals, laundry services, recreational or business facilities. The types of complementary services provided vary from establishment to establishment.

The accommodation industry includes establishments that primarily provide traditional types of lodging services. This group includes hotels, motels, and bed and breakfast inns. In addition to lodging, these establishments may provide a range of other services to their guests.

Campsite facilities include establishments that operate lodging facilities primarily designed to accommodate outdoor enthusiasts. Included are caravans, motor homes and tents.

Boarding houses or apartment hotels are establishments providing temporary or longer-term accommodation, which for the period of occupancy, may serve as a principal residence. Board (meals) may be provided but is not essential.

Short-stay accommodation establishments (e.g., hotels and motels) both manage the operation and provide the operating staff.

In condominiums (Condo) individuals own each unit and also pay fees for upkeep, security, landscaping and maintenance. The units can be rented out when owners are not in residence. Timeshares are similar to condominiums, owners do not purchase individual units but they own a certain amount of yearly time at the property.

Couchsurfing means free accommodation. The idea was conceived by Casey Fenton in 1999. The coach surfing website provides a platform for members to spend the night on couches of strangers by staying as a guest at a host's home.

Vocabulary Practice

1 For each definition choose the correct word or phrase from the box. There are more words in the box than you need.

suite chambermaid bed night upgrade no shows double room concierge release date twin room porter

a) they are travellers who reschedule their flights or opt not to fly

b) it is a hotel industry measure of occupancy for one person for one night

c) someone who is employed to clean and care for bedrooms in a hotel

d) a hotel staff member who assists guests by providing information and specialised services

e) change to a higher category

f) a hotel apartment consisting of a series of connected rooms

g) the time when the hotel takes back the responsibility of finding guests for unreserved rooms from the tour operator

h) a private room with two single beds

2 Choose the best word a)-d) to complete the sentences.

1 Hotel employees working in the ……………… do not meet the guests personally.

a) front of the house b) lobby c) reception d) back of the house

2 A room which is available for someone to stay in is ………… .

a) connecting b) adjacent c) vacant d) adjoining

3 A small, usually family-run place of accommodation is a/an ………….. .

a) timeshare condominium b) chalet c) pension d) resort

4 The price of a hotel room that is charged for a company employee is ……………………. .

a) occupancy rate b) corporate rate c) rack rate d) commercial rate

5 The person who owns or runs a hotel is a/an ………………. .

a) housekeeper b) host c) hotelier d) landlord

3 Supply the correct form of the word at the end of each sentence.

1 When I changed my Hungarian forints into euros, the ……………… CASH

forgot to charge the commission.

2 Technical failures within a hotel must be reported to the ………… MAINTAIN

………………………… department.

3 Airlines routinely ………………….. flights to compensate for BOOK

no-shows.

4 Airline fares, schedules, and seating availability can easily be COMPUTER

checked through a …………………… reservation system.

5 Self-……………….. properties offer comfort, privacy and CATERER

flexibility.

4 Match a word from column A with a word from column B. There are two words in column B which cannot be matched.

A B

half rooms

spa clause

valet laundry

block of hotel

release-back auditor

service

board

5 Choose a word from the box to complete the sentences. You will not need three of the words listed.

campsite downgrade full pension lodge porter allocation caravan check in

1 The Automobile Association offers a wide range of ………………… and car insurance schemes which are now available online, too.

2 In a/an ………………….. accommodation three meals a day are included.

3 Our hotel cannot guarantee the availability of further rooms, once this room …………………. has been sold.

4 Shall I call the ……………………, Sir, to take your luggage to your room?

5 During our ski holiday we stayed at a modern, carpeted, snugly-heated ……………….. .

Warm up Tasks

Task 1

In your hometown a new student hostel will be established with a view to accommodating both domestic and foreign students for shorter periods. What sort of facilities do you think are of primary importance to meet the needs of young people on a tighter budget while away from home.

Task 2 Give a brief definition of the following terms.

a penthouse suite
a double room
a function room
a bed night
a sleep-out

Reading Comprehension

Park Plaza County Hall, London SE1

Pile in to this huge new hotel if you want reasonable value in a central location

par 1 A 398-room monster of a high-rise hotel, Park Plaza County Hall opened in February and continues the hotel chain's reputation for decent quality rooms that cater for business and offer good value for tourists, especially at weekends.

par 2 It's in a great location for access to the city and tourist attractions. Situated right behind County Hall a few minutes’ walk from Waterloo, the hotel is a stone's throw from the London Eye and a stroll across Westminster Bridge for the Houses of Parliament and Westminster Abbey.

par 3 Our room, a junior suite on the 12th floor of 14, impressed with a small living room complete with the obligatory flat-screen TV, a large bathroom and a light and spacious bedroom. A corner suite facing northwest, the best feature was the floor to ceiling windows on two corners of the bedroom, affording sweeping views over the top of County Hall to Big Ben, Parliament and east along the Thames. Rooms are typical of Park Plaza hotels - minimalist decor, nice clean lines and plenty of light.

par 4 To the right of the reception area in a central atrium is the Spectrum Restaurant and Bar. Multi-coloured light bathes the area courtesy of PH Artichoke lights, designed by Dane Poul Henningsen in 1958. The effect is not overbearing and mellows the metallic theme of the new building.

par 5 Food is decent value, with mains around £10-15, but not spectacular. The quail starter and sea bass main were good, though I've tried far better steaks and subtler flavours in better hotel restaurants.

par 6 It's a quite spectacular setting for a meal, looking up from the restaurant to the top of the covered atrium 14 floors up. The lifts run up the side of the atrium with glass windows to peer down at the restaurant as it disappears below - not good for vertigo sufferers but a good warm-up for the London Eye for anyone else.

par 7 Breakfast is also served in Spectrum, and is standard large hotel hatch service with full English cooked breakfast staples cooked en masse.

par 8 Two pitfalls - the wait for the lifts can be long when it's busy. There's another high-rise hotel being built in the middle of the roundabout to the east, and while soundproofing is good it's not a pretty sight.

par 9 In all a good destination for business travellers and tourists who want good value in a very central London location.

From Times Online Gareth ScurlockJune 30, 2008

1. Do the following statements agree with the information given in the text?

Answer True or False and underline the part of the text where the answer can be found.

The Park Plaza is on the same side of the river Thames as the Houses of Parliament.
Flat screen TVs are a normal feature of the suites.
The lighting can be described as unobtrusive.
The food is very good value for money.
The Park Plaza hotel is worth the money it costs for travellers.

2. Match words or expressions from the text with the following synonyms

provide (par 1)
located (par 2)
walk (par 2)
big (par 3)
calms/softens (par 4)
more delicate (par 5)
look (v) (par 6)
hole in the wall (par 7)

Listening

2012 Sheraton Task

Give an answer or information in MAXIMUM FOUR WORDS to each question.

1 Person to accompany reporter:

2 Room offers view over:

3 Which sport event will be held near the hotel?

4 Type of room:

5 Speciality of bed:

6 Best feature of room:

7 Package offered for:

8 Rate:

9 What will be closed down?

10 What shows people’s enthusiasm?

Role Play (Situation)

1. Accommodation Facilities

Role A British sales and marketing manager

You are Tom/Tina Sherwood, sales and marketing manager of a British business tour operator. You would like to start cooperation with the Hungarian holiday complex Várgesztes. You are planning to provide a venue for management meetings (for 8 to 10 people), company training and team-building events (for 15-20 people). You meet Antal/Anita Bakos, sales manager of the holiday complex in his Várgesztes office to make preliminary enquiries about the possibilities of cooperation. In the initial phase of your cooperation you intend to book a quota of 3 houses in the main season (July and August), one larger and two smaller units.

During the discussion:

make enquiries about accessibility (your clients will probably fly to Budapest)
ask your partner about the types of houses on offer
enquire about facilities
discuss various pricing and payment alternatives including release dates
indicate your willingness for long-term cooperation

YOU START

Role B Sales manager of holiday complex

You are Antal/Anita Bakos, sales manager of the holiday complex in Várgesztes. You are meeting Tom/Tina Sherwood, sales and marketing manager of a British tour operator in your office in Várgesztes. S/he would like to start cooperation with your company in the form of hiring several houses for resale during the peak season.

During the discussion:

introduce the holiday complex to your partner
show and describe the different types of rentable houses
ask about the tour operator’s target clientele
insist on your partner renting houses in the off-season periods as well in exchange for lower rental fees for the whole quota
discuss payment alternatives including release dates
offer to show him/her round the park

YOUR PARTNER STARTS

Várgesztes Villapark

A holiday resort and park hotel of 125 houses offering a wide range of services, situated in a tranquil, green area in the vicinity of forests with plenty of fresh air and surrounded by picturesque lakes. 2 km from the village of Várgesztes in Komárom-Esztergom County, embraced by the Vértes Hills.

There is a state-of-the-art Conference Centre in the central building of the Villaservice. This impressive building has 1 conference hall for 300 people and 1 conference hall for 90 people respectively, and 2 conference halls for 30 people, so it is ideal for companies, organisations and private gatherings alike.

Comfort villas for 8 people each.

PERIOD	Cost per week
01. Jan - 30. Apr	513.- EUROS
01. May - 30. Jun	686.- EUROS
01. July - 31. Aug	971.- EUROS
01. Sept - 31. Dec	513.- EUROS

Luxury villas for 15 people each.

PERIOD	Cost per week
01. Jan - 30. Apr	920.- EUROS
01. May - 02. July	1380.- EUROS
09. July - 20. Aug	1490.- EUROS
22. Aug - 31. Dec	920.- EUROS

2. Guest Loyalty Programme

Role A Marketing manager

You are Antal/Anita Bakos, marketing manager of the four-star Highflyer business hotel chain. The managing director has asked you to work out a draft for a Frequent Guest Programme/loyalty programme to be introduced in your hotels. You have prepared the blueprint for the programme and now you would like to clarify certain points with your boss.

These are your ideas:

two tier system: Silver Card and Gold Card: 2 qualifying stays of any length during a year to be entitled to a Silver Card, 4 qualifying stays of any length during a year to be entitled to a Gold Card
benefits that Silver Card holders can enjoy: free local calls, late check-out privileges, extended stay until 6:00 pm., 50% off weekend Family Room.
benefits for Gold Card holders: all the above plus a welcome drink and gifts from the hotel, a double room for the price of a single, special rates for rental cars, one free in-room film during the stay

Also:

suggest further ways of earning and redeeming points
estimate the time required for the marketing campaign, press conferences and other marketing activities that should precede the launch of the scheme
outline a tentative schedule for the introduction of the programme

Discuss your ideas with your boss and consider his/her suggestions. Agree on follow-up action.

YOU START

Role B Managing director

You are Tom/Tina Sherwood, managing director of the four-star Highflyer business hotel chain. You have asked the marketing manager to work out a draft for a Frequent Guest Programme/loyalty programme to be introduced in your hotels. S/he has prepared the blueprint for the programme and now would like to clarify certain points with you.

Use the following points during the discussion:

you do not like the idea of the name of the cards, they should have more innovative names (Priority, Privilege, Rewards, Honours, Exclusive, Prestige etc.)
you disapprove of earning points with stays at any time during the year, insist on increasing occupancy rates at the weekend
provide further ideas for additional benefits (48 hour advance reservation guarantee, gift voucher to stay at other members’ hotels in the chain, store vouchers), make sure the ideas are cost-effective
enquire about the time needed for the preparations before the loyalty programme could be launched
ask the marketing manager about long term plans concerning the programme (possible cooperation with air carriers or holiday companies/ the chance to earn and redeem travel rewards with a range of partners including some of the world's major airlines.)

YOUR PARTNER STARTS

3. Complaining

Role A Hotel sales manager

You are Antal/Anita Bakos, sales manager of the Apollo Hotel and are the chief negotiator in a series of meetings with your furniture supplier, Comfortrend, a multinational company. Due to delays in the dispatch of furniture, you were unable to open the recently refurbished wing of the hotel for the first month of the main season. So far you have negotiated with the Hungarian managing director of the company to discuss possible compensation but you have not reached a mutually acceptable agreement. Before settling the invoice, you hold a meeting with the regional sales manager of Comfortrend.

Use the following points during the meeting to justify your claim for compensation:

inflexibility of the Hungarian MD
your positive image overshadowed by advance booking cancellations
substantial losses incurred: cancelled bookings, salaries paid to temporary staff hired unnecessarily for the main season
potential decrease in bookings for next season due to this year’s cancellations

Require financial compensation for your existing and potential losses in the form of a 50% discount on the total value of your purchases. Try to reach an agreement with your partner.

YOU START

Role B

You are Tom/Tina Sherwood, regional manager of Comfortrend, a multinational furniture manufacturer. After a series of unsuccessful meetings between the sales manager of the Apollo Hotel, and the local sales manager of Comfortrend, you have been asked to negotiate financial compensation for a delayed furniture shipment. Due to delays in the dispatch of furniture, the hotel was unable to open its recently refurbished wing for the main season. Now you are holding a meeting with the regional sales manager of Comfortrend.

Use the following points during the discussion

apologize but point out that in your opinion the slight delay could not have been the only reason for not opening the new wing
insist that you gave prior notice of the delay
local MD’s objections to discount is due to company policy
show willingness to grant partial compensation
offer goods instead of financial compensation (e.g. some free items in the next consignment)

Try to reach an agreement with your partner.

YOUR PARTNER STARTS

Monologue Questions

How do hotels cater for the business traveller?
What facilities and services are offered by capsule hotels?
What facilities and services are offered by a seven-star hotel?
What facilities and services does a convention hotel offer?
How has transport had an impact on the accommodation industry?
What different aspects make the difference between a resort hotel and a business hotel?
What sort of person could efficiently run a bed and breakfast? Would you be willing to try it?
What is a timeshare? Why would you (not) like to buy one?
What type of self-catering accommodation is popular and why?
Describe some guest loyalty programmes offered by hotels.

Writing Task

Ön Collin/Clara Reegan, egy szállodalánc kereskedelmi igazgatója. Írjon 150 – 180 szavas memót az egyes szállodák kereskedelmi igazgatóinak az alábbi pontokról:

Gyenge a lánc kihasználtsága a hétvégeken.

Hűségprogramot fognak bevezetni, melynek célja a hétvégi forgalom fellendítése.

Többnapos hétvégi tartózkodással pontokat lehet szerezni, melyek a lánc bármely szállodájában beválthatók.

Egynapos hétvégi tartózkodással ajándék vócsereket lehet szerezni, melyek a lánc éttermeiben és boltjaiban beválthatók.

3 hétvégi tartózkodás törzsvendég kártyára jogosít, ami gyors ki- és bejelentkezést biztosít.

A program indítását október közepére tervezik.

Grammar Test 3

Finish each of the following sentences in such a way that it means exactly the same as the sentence printed before it.

1. The Eiffel Tower is 300 metres high and Notre Dame is 150 metres high.

The Eiffel Tower is twice…………………………………………………….

2. The climbers cannot reach the top of the mountain in this stormy weather.

This stormy weather does not let the climbers ………………………………….

3. If they decrease the prices, their sales will rise.

The lower their prices are, the …………………………………………..

4. It is possible that reaching an agreement takes two weeks.

Reaching an agreement …………………………………………………….

5. They grow a great variety of fruits and vegetables. They import a lot from abroad.

Despite………………………………………………………………………

6. We do not allow smoking in the departure lounge.

Smoking is ……………………………………………………………………

7. They invited two hundred people to the sales conference last year.

Two hundred people …………………………………………………………

8. I have never seen such a scenic coastal road before.

This is the first time …………………………………………………………

II. Choose A, B, C or D to complete the sentences.

9. Tourism is an economic commodity………………………

A) where creates wealth. B) what creates wealth.

C) which creates wealth. D) who creates wealth.

10. The entrepreneur makes decisions………………………the business.

A) about the running of B) how running

C) of how running D) how running of

11. Explore Worldwide offers wildlife safaris with ……………..remarkable destinations.

A) much of B) dozens of

C) many of D) a lot

12. The box office…………the last tickets just before we got there.

A) has sold B) was selling C) had sold D) sold

13. The travel agent told them that they ………….............by chartered coach.

A) will travel B) had travel C) would travel D) travel

14. Your cases look very heavy. I ……………….them upstairs for you.

A) will take B) am going to C) have taken D) am taking

15. Please, remember ……………the office doors when you leave.

A) locking B) to lock C) for locking D) to locking

16. How about ………………at a campsite by the sea?

A) we staying B) stay C) staying D) that we stay

III. Supply the missing preposition in each sentence.

17. Their plane arrives …Vienna on Monday morning.

18. Could you confirm my reservation …..return of post?

19. We can always ask the air-hostess …..help.

20. They haven’t seen each other ……they went on a cruise two years ago.