Подготовка к демонстрационному экзамену и Чемпионату

Предоставление информации об отеле.

-Good morning (afternoon). “Gloria” Hotel. Oksana, reception. How can I help you?

- Hello! I’m going to visit your city in 2 days and I’m looking for a suitable hotel to stay in.

-Can I have your name, please?     -  Ivan Petrov.

-Ivan, thank you very much for your call! I’d like to tell you about our hotel “Gloria”.

- Business Hotel Gloria is located in the central historical part of the city. Our address is: Blagoveshchensk, Shevchenko Street 46/1. It takes only 10 minutes to get to the embankment of the Amur river, on the border with China. We have all the facilities for our guests.  The hotel is modern and well equipped. The rooms are comfortable and clean with a shower or a bathroom, a TV, a mini – bar and a safe.  You can feel comfortable and relaxed in  our spa center, choose what you like: hamam, jacuzzi, aroma therapy, massage or a swimming pool.  Besides, our cafe and the restaurant serve a great number of international dishes and drinks. We can reserve you a table for lunch or dinner. Our high-speed Wi-Fi is free of charge. Also there is a big parking zone near the hotel.

- Ivan, are you interested in categories of rooms? - Yes, please!

 - What kind of room do you prefer? -  I would like to have a quiet room with a big bed and a good view from the window.

-  Right. We have different categories of rooms. According to your preferences we can offer you several options. The first one is the Premium Lux  which is 40 square meters in size.  There are amazing French windows and a balcony. The room is divided into a bedroom and a living room. It a has a king- size bed, a mini- bar, air-conditioning and wi fi. The price is 10.000 rubles per night, breakfast included.   - Sorry, but it is very expensive for me. Could you offer me anything cheaper, please?

- Yes. There is another option for you. It is a Standard single room. The room is 12 square meters. It has a single bed, a shower, a minibar, air-conditioning and wi fi.  The price is 3.500 rubles per night, breakfast included.

-  Would you like to make a reservation? - Not yet.Let me think it over!

- You can leave your telephone number and we’ll call you later.

-What else can I do for you? - Thank you, that’s all.

-  Thank you for choosing our hotel. We’ll be glad to see you here!  Have a nice day!Good bye!    -Good bye!                            

Checking in (with a reservation)

Reservation.

Check – out.

 - Good morning, how may I help you?    - Good morning! Check – out, please.

- Could you please remind me your name?  - Jennifer Brooks.

- Jennifer, one minute, please.  You stayed in room number 306. Is it right?   - Yes, it’s correct.

- Could you please give me your key?  -  Yes, here it is. (отдаёт ключ)

-  Ivan, please don’t worry, it’s not a problem. The housekeeping will block the key. How was your stay with us?  - It was very good.

- So, I’m very glad to hear it!  Is it your first time here?- Yes, it’s my first time here.

-  Did you use mini – bar?   - Yes, I did. I took one bottle of cola.

- Anything else?    - No.

-In this case, let’s check your invoice (счет). You stayed with us for two nights in standard business double, also you took one bottle of coca -cola. And the total rate is  …..   rubles. Is it right?  - Yes, it is.

- Great!  How would you like to pay for your accommodation? - With my credit card.

- Could you please give me your credit card?…Thank you very much!

  Enter  your pin code, please……You can take your card back, thank you very much!

Jennifer, are you planning to visit your city in the nearest future? - No, thank you.

-   You can always call our hotel, and we can make the reservation for you with great pleasure!  - Thank you.

- Now, we’ll prepare a final invoice for you! Jennifer, did you haveany time to walk in the city? - Unfortunately no! I had to work a lot!

- I understand, may be next time, because BLG is a very beautiful city! - May be.

- So, Jennifer, here is your final invoice! Please, have a look. Also there are two slips: credit card and  fiscal. Let me fold it for you?  - Yes, please.

- Sir, will you need any help with your luggage? - No, thank you.

- And do you need transfer to the airport?  - No, there is no need.

- What else can I do for you?  - No, thank you, you have done a lot.

- So, thank you very much for choosing our hotel! We are looking forward to see back here! And I wish you to have a good trip! Good bye!   - Good bye!

                                                         Туристическая информация (исторические места)

-Good morning. How can I help you?

- Tomorrow I’ll have a day off. I want to see your town. It’s my first time here.

- I’ll help you now. Can I have your name, please?  (проверить вкладку Guest in house )          

-Mary.

-  Mary, How much time do you have?  (from 9 till 12)

 -What places would you like to see?

- I want to see historical places.

- Great! Выкладываем карту на стойку Look at the map!  Our hotel is located here, our address is: Shevchenko street, 46/1.

- I see.

-  Mary, firstly  I recommend you to visit the Triumphal Arch. You can walk to this place in 10 minutes. It’s really a beautiful historical place!

The 2nd place is Victory Square next to the Arch.  Here you can see the Memorial to  the Great Patriotic War.

- And then I advise you the Amur Regional Museum.  It’s on 165 Lenin Street , opening hours are from 10 am to 7pm.  It’s 10 minutes on foot from the Victory Square.

-   It will take you about 3 hours  to see these places. They are really interesting.

- How is your stay at our hotel?   (Good).

So, we are working for you 24/7. We are ready to help you anytime.

- What else can I do for you?

- No. Thank you.

- I wish you to have a good day (and enjoy the sights.) Good bye.

МОДУЛЬ  «ЭКСТРАОРДИНАРНЫЕ СИТУАЦИИ»

Ситуация  1: Гость потерял ключ от номера.

1: Good afternoon! How may I help you?

2: Good afternoon! I have lost my room key.

1: Could you tell me please your name and room number?

Viktoria, wait a moment, please. I’ll check “lost and found”(проверяет журнал находок). Sorry, your key is not found. I’ll give you a new key and the lost one will be blocked…..Could I have your passport? I have to check your identity. It’s our security policy.

Yes, please.

1: Thank you! Here’s your new key.  Is there anything else I can do for you, …?

 No, thanks. You are very helpful, Marina! Have a good day!

Ситуация  2: Звонок по телефону: Гость упал в ванной, с его слов, в номере протекает сантехника, гость поскользнулся, упал и повредил руку.

- Anna Reception ! How may I help you?

- Hello, Anna, I am from room 566. My name is Lyudmila. There is water in the bathroom,  I slipped on the wet floor and fell down!

-Oh I am so sorry! I’ll send a doctor to  you immediately. How are you feeling now?

- I think, I might have broken an arm.

- Oh, that’s terrible. I’ll call the ambulance right now. The engineer  and the housekeeping will be in your room in 5 minutes.

We’d like to offer you a free upgrade to Premium Lux as an apology…It is more spacious and has  amazing French windows.. Is that OK?

- Oh, that’s really fine! I’m feeling better now.

- Great! Our Bell Boy willl help you to move to the Lux. Is there anything esle I can do for you?

-No,thank you.

- I wish you all the best! Enjoy the rest of your stay!

Ситуация  3: Телефонный звонок. В ванной прорвало трубу с горячей водой, вещи гостя намокли, в номере проживают гости вместе с детьми.

1: Good afternoon, Christina speaking, how may I help you?

2: It’s  … speaking, we are from room 701. We came back from a walk to our room to find all our clothes totally wet! What kind of hotel is this! Hot water is bursting everywhere! It is not even safe to book a hotel like this with small kids like we have!

1: Excuse me, can I have your name?

Lyudmila, I understand your problem. Please accept our apologies, Lyudmila. I can offer you to move to another room. The bell boy will help you. Besides, we’ll take your wet clothes to the laundry. It’s complimentary for you. Will it suit you?

2: Good enough…Thank you very much for your assistance, Christina!

1: Is there anything else I can do for you, Lyudmila?

2: Hopefully, we won’t have any problems.

1:That won’t happen again. Have a good stay. Good bye!

Ситуация 4: Телефонный звонок. Звонит горничная:  «Я сейчас должна была убрать номер 707, зашла и увидела гостя на полу. Я уже вызвала скорую, но не представляю что делать сейчас!»

1: Good afternoon , it is Marina, Housekeeping. Now I am  in Room 707, I came to clean the room and found a guest lying on the floor! I have already called an ambulance but I have no idea what else I can do!

2: Don’t panick, Marina. I’ll help you. First, check the guest’s  breath and  the  pulse.

1: Well yes, there is… 

2: Raise his legs , loosen his waist belt and shirt collar. Try to slap his cheeks gently… 

1: OK. I’m trying.

2: Marina,open the windows to let fresh air in! Now take a wet towel  and put it on his head.

1: I think he started moving, he is feeling better…

2: Give him some  water.…Ambulance has already arrived…

Ситуация  5: В прачечной испортили вещь

1: Good morning, …! How may I help you?

2: This morning is not as good as it could have been! My day is ruined!

1: Please, could you tell me your name and room number,please.

Sergey, tell me please  what happened…

2: Look at what your laundry service has done! My 200 dollar shirt is absolutely spoiled! It’s a new one into the bargain! Bought it for a very important occasion!

1: Let me see. Sergey, please take my apologies. We can offer you a compensation for the spoiled shirt.. Besides, we are ready to give you 1 extra night free of charge at our hotel as an apology.  Is there anything else I can help you with, Sergey?

2: You must have done your best, Angela. Thank you.

1:  Have a good day!Good bye!

Модуль  Жалоба гостя!!!

Ситуация  1: Холодно в комнате, отопление не работает

1: Good afternoon, Olga, reception. How can I help you?

2: Good afternoon, , it’s very cold in the room. I am freezing!And I can’t get to sleep! Can you fix it?

1: Сan I have your name and room number,please?

Jennifer Brooks, room 306..

1: Jennifer, is it cold in your room?I understand your problem.

2: Absolutely chilling! Heating is not working! Do something right now!!!

1: I’m really sorry.  We’ll get you an electric heater and the Housekeeping will bring extra blankets for you to keep you warm. And we can offer you a complimentary drink as an apology.

2: Well, thank you. It’s really pleasant.

1: Jennifer, please  call me anytime if you have any problems! Have a good night!

2: Good night.

Ситуация  2: Отсутствует чайник

1: Good afternoon, Ekaterina, reception. How can I help you?

2: Good afternoon, I am calling from room 306, I want to have tea and there is no kettle in the room. Can you fix it?

1:Can I have your name, please.

2: Jennifer Brooks, room 306.

1: Svetlana,I understand your problem. You have no kettle in the room?Is it correct?

2: Yes, it’s correct! I wanted to relax with a cup of tea.

1: I apologize for the inconvenience. The Housekeeping will bring a kettle to your room right now. Besides, we’ll send you a dessert from the chef as a compliment.

2: Oh, what a pleasant surprise!

1: Sorry for the inconvenience, Jennifer, and have a good day!

2: Good- Bye!          

Ситуация  3: Шумные соседи

1: Good afternoon, Christina, reception. How can I help you?

2: Good afternoon, it’s Lyudmila from room 896, I’m trying very hard to sleep but I can’t!

My neighbors  are very noisy; they are listening to loud musi! And it’s midnight! Can you do something?

1: Lyudmila, (is it correct that people from another room are very noisy?) I understand your problem.

2: Exactly.

1: Thank you for your call. Of course, it is unacceptable. Sorry for the inconveniences. I’ll send someone  to solve the problem. I’d like to offer you a morning cup of coffee as an apology.

2: Yes, please…thank you.

1: What else can I do for you?  Lyudmila,  Have a good night!

2:Good- Bye.

Ситуация  4: Пропали вещи из номера

1: Good afternoon, how can I help you?

2: Good afternoon! I think someone stole my things from the room!

1: May I have your name and room number please?

2: Lyudmila…I am from room 636.

1: Lyudmila, could you tell me  what happened.

2: I think someone stole my hat. You see, it is very expensive. This morning I did not put my hat on and left. In the afternoon, I came back and my expensive hat wasn’t there in the room! It means that someone must have stolen it!!! Oh my God! It’s a robbery!

1: Lyudmila, let’s check the “lost and found. (проверяет журнал находок)…Your key was found in the lobby. You can take your hat back.

2: Oh it’s mine! Oh my hat! The expensive one!!! I must have left it in the lobby while drinking coffee in the morning!Thank you!

1: Lyudmila, is there anything else I can help you with? Have a nice day! Good bye!

Ситуация  5: Нагрубил кто-то из персонала

2: Good afternoon ! I want to speak tothe  Manager!

1:  May I have your name please?

2: Ekaterina. Room 505

Ekaterina, could you tell me what happened?

2: Your waiter was rude and impolite to me. He told that I had to wait for my order for 40 minutes because I was not the only guest!!!

1: Ekaterina, please accept our apologies. Of course it is impossible  to speak to our guests like this.  We’ll speak to the ыефаа of course. I’d like to offer you a 10% discount on a visit to our spa centre as an apology.

2: Thank you very much.  

1. Is there anything else I can do for you?
2. No.thanks.

1: Have  a nice evening!

Ситуация  6: Плохое качество еды

1: Good afternoon, Christina, reception. How can I help you?

2: Good afternoon! I want to say that the food was not fresh. The meat was as hard as a rock!

1: Can I have your name and room number please?

2: Mary Hudson. Room 401.

1: Excuse me Mary, you didn’t like the food, is it correct?  

2:  Yes, it’s correct.   I am not going to pay for it! Your steak was terrible!

1: I want to believe you. But you finished your dinner and now we can’t check the quality of the steak. We have only fresh meat at our restaurant. I’m sorry, but you’ll have to pay for it. ( Please next time let us know if the food is not good  before you finish it, so that we could  improve it.)

2: I  see. Now  bring me Greek salad,please.

1: Of course, The room service   will bring  Greek salad to your room. What else can I do for you?

2: Nothing. Thanks.

1.Have a nice day! Good bye!

Ситуация  7:  Не нравится вид из окна

1: Good afternoon,  Christina, reception     How can I help you?

2: Good afternoon, it’s Julia, from room 603. I have just checked in and I’m sorry to say that  my room is terrible!

1: Julia, tell me please what happened?

2: I feel claustrophobic in this room! It is so small that  it feels like I am in a cell! Besides, I see the wall of a high building from my window. I don’t like it. Can you do anything about it?

1. Julia, I do apologize. Let me check if we have a room available…

2: Yes, please…

1: Thank you for waiting. We  have a room with a view on Shevchenko Street  and  another room with a court yard view…Which one would you prefer?

2: I would prefer a yard view room.

1: You can move there in 30 minutes when it is cleaned. The bell boy will help you with your things.

2: Very good. Thank you.

1: Julia, is there anything else I can do for you?

2: Thank you, Christina. Bye!

1: Have a good day!

Ситуация 8: Отель далеко от центра города

1 (Receptionist): Good afternoon! Welcome to our hotel! How may I help you?

2 (Guest):  Finally we arrived! This Hotel is hard to find! It took us forever!We are very tired.

1: Oh, I’m so sorry! Really, we are  situated not in the center of the city, but it is quite easy to get around. Here is the map for you with all the places of interest and transportation.

2 oh, thank you! It will be very useful; it is very kind of you!

1 I’ll try to check you in as quickly as possible. So you can relax after the trip.

2 it sounds great!

1 Check- in time is 2 p.m., but you are lucky, we already have the room ready for you.

2 Thank you  Here are our passports.

1 Have a good day! Good bye!