Mastering Hospitality - sample

ESP

ENGLISH for SPECIFIC PURPOSES

Alison Smith

MASTERING HOSPITALITY • • • • Il piacere di apprendere

UDA & Authentic tasks Employability skills Culture & Civic Education Videos & Flipped classroom

3

working in tourism

Choosing a job

READY TO GO

1

theory

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?

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.

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?

READING COMPREHENSION

2

Read the text and complete the mind map.

TOURISM JOBS

customer-facing roles

characteristics

skills

behindthe-scenes positions

characteristics

skills

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theory / Working in Tourism 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!

CAREER QUIZ

Continuing your studies

Do you want to work in direct contact with the public?

YES

NO

Are you interested in travelling a lot for your job or working abroad?

YES

NO

YES

NO

Would you like to work on board a ship?

Are you interested in history, art and culture?

Are you creative with lots of ideas?

Are you looking for seasonal or temporary work?

YES

SHORE EXCURSION ASSISTANT

Do you like using computers?

NO

YES

SOCIAL HOST

HOLIDAY REP

GUIDE

NO

TOURIST INFORMATION CENTRE ASSISTANT

YES

DIGITAL MARKETING MANAGER

TRAVEL WRITER/ PHOTOGRAPHER

YES

ROOM ATTENDANT

BACK OFFICE ADMINISTRATIVE ASSISTANT

Would you like to be involved in sales?

FLIGHT ATTENDANT

NO

YES

NO

TRAVEL AGENT

HOTEL RECEPTIONIST

NO

RESORT ENTERTAINER

EVENT PLANNER

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5

practice

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.

2

1.08 Now listen to the second part of the conversation and complete

the boarding pass.

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?

18 October

Kevin McClean KLM (1) _____

LAS

(2) ________

(4) _____

(3) _____

09:40

TRANSLATION & PHRASEOLOGY

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. (11) ________________

Passenger

Here you are.

Assistant Put your case on the scales, please.

(22) ________________ You will have to pay the surcharge.

Passenger

How much is it?

Assistant £15 per kilo, so £30 in total. (33) ________________ 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 (44) ________________.

Passenger

OK. I’ll see what I can do.

SPEAKING

4

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.

PROFESSIONAL COMPETENCES

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

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Transport

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 b c d e f

announcing what to do before landing serving food and drink informing passengers of a delay explaining a safety precaution describing the in-flight entertainment giving instructions for getting off the plane

SPEAKING

2

Speaker 1 Speaker 2 Speaker 3 Speaker 4

PROFESSIONAL COMPETENCES

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 GREAT VALUE 1. MAIN (£4.90 EACH)

• HOT BACON SANDWICH • HOT DOG • FETA & TOMATO SALAD

2. SNACK (£1.50 EACH)

3. DRINK (£2.50 EACH)

• 2 SHORTBREAD BISCUITS

• CHOICE OF SOFT DRINKS

• CHOICE OF CHOCOLATE BARS

• TEA

• CHOICE OF CRISPS

SPECIAL MEAL DEAL! CHOOSE 1, 2 AND 3 AND PAY

• COFFEE

ONLY £7.50

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 2 Why is there a delay to some train services today?

A an accident B a storm 3 The man is disturbed by...

A a phone call.

B a laptop.

4 The women’s train will arrive in Edinburgh at...

A 12.15.

B 12.50.

5 What is not available on this train?

A WC B coffee

C Platform 6 C a strike C someone eating.

C 13.50.

C Wi-Fi

SPEAKING

2

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

PASSENGER You want to know what time the train will arrive in Exeter. You only have 15 minutes before your connecting train to Barnstaple.

ASSISTANT 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.

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explore language

6

Hotels RECEPTION concierge

pigeonhole

key card

receptionist

bell

reception desk

doorman

porter

valet

lift

HOTEL ROOM

breakfast room

lamp

bed

curtain

telephone

pillow

complimentary toiletries

sheet bedcover night table

towels bin

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)

carpet

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

duvet

lobby/hall 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

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

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