Взірці ситуативних завдань

Вам потрібно розмістити двох гостей, які прибули з-за кордону до вашого міста терміном на три дні, з метою ознайомлення із пам'ятками архітектури міста. Розмістіть клієнтів у готелі і ознайомте їх із програмою перебування.

I am a hotel administrator of Suputnyk Hotel. I have 2 guests from abroad coming up for 3 days to go sightseeing the historical places, other places of interest and monuments. Our hotel is situated in the downtown, thus it will take you a few minutes to reach any place of the city. Hotel can accommodate 392 guests. Altogether there are 198 rooms, including 1 apartment, 4 semi – suites and 13 deluxe, 44 business class, 27 double (HQ+) rooms, 25 twin (HQ+) rooms, 73 twin rooms and 11 singles. We can offer you a double room or single rooms. All rooms have private facilities, telephone, TV, mini–bar. The hotel also has a automatic cash terminal, hair & beauty salon, a sauna, a dentist’s, a fitness room. You can park your car on the guarded car park. In the hotel there is a restaurant with 4 halls for 350 guests, cafes, bar where you can treat yourself to delicious meals of Ukrainian and European cuisine.

A tourist agency of the hotel offers you interesting programs which include:

- city tours;

- visiting different museums;

- ancient castles, monasteries and theaters;

- folklore performances, organ music and chamber music concerts.

The program of your stay will be as following:

1. On the arrival day you visit Theater of M. Zankovetska. The performance starts at 6 p.m.

2. The second day you will spend visiting museums and galleries, taking pictures of the downtown of Lviv.

3. On the third day our guide will take you to Lviv ancient churches and monasteries.

After that you’ll have time t o buy presents and souvenirs for your friends and relatives.

2. Клієнт Вашого готелю попросив замовити ресторан для ділової зустрічі. Що ви можете запропонувати гостю у цьому випадку і що слід узгодити завчасно.

I work in “Perlyna Karpat” hotel situated in Slavske, Lviv region. The hotel offers clients 2 restaurants and a cafe-bar. The range of food service found in hotels and restaurants today is extensive. Our hotel offers the highest grade of service with a full a la carte menu. It includes dishes served by the waiter from a trolley in the cleaning room, and is known as gueridon service.

The gueridon waiter must always be skilled, for he also has to carry out procedures such as filleting, carving and cooking special dishes at the table.

The second, less complicated, type of service is silver service where the menu can be either a la carte or table d’hote. In this type of service, the food is prepared in the kitchen and then put on to silver flats and presented to the guests in the dining room.

A third form of table service, used mainly with a table d’hote menu, is plate service. Here, the waiter serves the meal already plated on the hot plates and only has to place it in front of the guest and make sure that the correct cover is laid and the necessary accompaniments are on the table.

In order to organise a business meeting for our clients, we need first of all to know the quantity of people participating in the meeting. This way we will figure which restaurant to reserve for them. Also we should be informed about the date and time of the meeting. The last but not the least we need to receive the list of courses ordered for the meeting. Also we require 40% down payment as a confirmation of the order.

Welcome to our hotel “Perlyna Karpat”.

3. Ви, як менеджер відділу бронювання готелю отримали факсом запит з проханням надати інформацію щодо можливості перебування іноземних гостей у Вашому готелі у період з 23.04.2006 по 29.04.2006 Повідомте про можливість забронювати 1 номер двомісний і 3 номери одномісні, а також передбачені знижки для гостей, які перебувають у відрядженні.

Carrying out this task I’ll send a letter to the client in order to answer this request.

Mr. J.A. Harrison

Superior technologies inc.

55 Second Avenue

Boston, MA 750391

Dear Mr. Harrison,

We refer to your letter and thank you for your interest in the Great Eastern Hotel.

Referring to your fax request, we inform you that during the 23-29 of April, 2008 y ou may reserve1 double roomat the price of $ 200 and 3 single rooms$163 each. Our hotel is situated in the downtown. There is either a bath or shower in the room, direct dial telephone, satellite and pay TV, air-conditioning. We provide 24-hour room service, private facilities, business facilities, valet service, valet parking, b eauty salon and hair dresser. We also have swimming pool, sauna, restaurant and bar. Service is included in the room rate. The rate includes three full meals. We also may offer a 5% discount for the hotel rooms to business–tourists, 10% discounts for the restaurant and conference facilities, and 15% discount for groups over 20 people.

It’s preferable to enclose a check for 50%down paymentto confirm the reservation.

Looking forward to hearing from you.

With respect

(signature)

Helen McGrey

Reservation department manager

4 У Ваш готель надійшов запит щодо проведення "Міжнародного економічного форуму" для бізнесменів у кількості 18 осіб із можливістю проживання у Вашому готелі та проведення семінарів у період з 25.06.2006 по 30.06.2006. Надайте відповідну інформацію організаторам форуму та узгодьте з ними необхідні дані.

I am a hotel receptionist. I’ve just got a request to organize an international economic forum at our hotel. 18 businessmen are supposed to take part in it so we have t o provide them with accommodation and food.

Our offers are:

Specifically accommodated business rooms with computers and office equipment for 2 people;

2 conference rooms: 1 big conference room for 300 guests and small seminar room for 20 people; Internet access room.

For this conference we can offer the gests a room for 20 guests with multimedia, black-board and computer on each place;

Restaurant for 300 guests with silver service where the menu can be either a la сarte or table d’hote. The food is prepared in the kitchen and then put on silver plates and presented to the guest in the dining room. We can also organize tea or coffee breaks and a gala dinner.

To register the reservation we need the passport data of each participant before the arrival. The guests should complete the reservation forms beforehand and 40-50% down payment is advisable to confirm the reservation.

5. На курсах з менеджменту готельної індустрії Ви, як фахівець, пояснюєте структуру готельного підприємства з ієрархією персоналу. Зобразіть схему і опишіть іноземною мовою велике готельне підприємство з його ієрархією персоналу.

Hotel organization means the arrangement of staff and the allocation of their duties and responsibilities so that the whole establishment functions as one unit. It is important that there are clear lines of authority and good lines of communication.

The organization of a hotel will depend on its size and type. In a small hotel the organization is comparatively simple, with a manager or manageress supervising all the areas of operation. Communications are therefore usually direct and easy, and the staff are able to relate their work personally to that of other departments.

We can say, that as many hotels, so many hotel organizations, and what is suitable for one hotel is not necessarily suitable for another.

Here is an example of a small hotel organization:

Manager/Manageress

Reception office

Bars	Housekeeping	Catering
	Maintenance

Thus, the reception office reports to the manager of the hotel. Under the reception office there are bars, housekeeping and catering departments and the maintenance department reports to housekeeping.

6. На курсах з менеджменту готельної індустрії Ви, як фахівець, пояснюєте структуру готельного підприємства з ієрархією персоналу. Зобразіть схему і опишіть іноземною мовою середнє готельне підприємство з його ієрархією персоналу.

As a hotel increases in size, however, the tasks have to be subdivided into separate unit of work and supervised by section heads; and in a very large hotel the unit of work is such that under departmental heads staff specialise only in one aspect, and there is little opportunity to relate their individual efforts to the whole organization.

The organization chart for a medium – sized hotel is in the following figure:

		General manager
Food and beverage manager		Accountant	Front of house manager	Personnel manager
Head Chef	Restaurant manager	Banqueting manager		Head receptionist	Head housekeeper

The head of the mid-range hotel organization is the General Manager. Under him there are four heads of the corresponding departments: food and beverage manager, accountant, front of house manager,personnel manager. Under the food and beverage manager there are head сhef, restaurant manager and banqueting manager. The head receptionist and head house keeper report to the Front of house manager.

7. На курсах з менеджменту готельної індустрії Ви, як фахівець, пояснюєте структуру готельного підприємства з ієрархією персоналу. Зобразіть схему іноземною мовою малого(сімейного) готельного підприємства з його ієрархією персоналу.

The manager is on the head of the hotel. Senior departmental posts include such positions as Assistant Manager, Head Controller, Food and beverage manager, Chef de Cuisine. The subordinates in each department should have clearly-outlined duties.

For example, in a large hotel, the housekeeping department is under the control of the Executive Housekeeper. There will be a Deputy or Senior Assistant Housekeeper. The number of Assistant housekeepers and Floor Housekeepers employed depends both on the number of staff and on the spread of hours through which the department is operating. A Floor Supervisor will be responsible for the standard of cleanliness and maintenance of between 50 and 100 rooms.

There are the following staff positions in a large hotel

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