Файл: 1-Basic_English_Course_2012.docx

The hospitality industry is one of the fastest growing industries in the world. It offers some exciting careers and a lot of job satisfaction. But it isn't easy working in a hotel – the peak holiday season is hard work, with employees often working long hours and sometimes seven days a week.

Teamwork

Every member of staff, from the housekeeper to the hotel manager, is responsible for the hotel. In smaller hotels and motels one manager is usually responsible for rooms, the food and beverage service, registration and general management. There is a wide variety of jobs in larger hotels, including administration jobs such as accountant and marketing executive.

Benefits

Hotel employees get paid sick leave and holidays as well as other benefits like free food and, occasionally, free holidays! Many hotels also offer free or cheap live-in accommodation and have resident managers and concierges.

People

The hospitality industry is different from other industries. Hospitality is people dealing with people, from the porter to the hotel manager. If you don't like people, this isn't the career for you.

4. Match the jobs with the duties. Use dictionary to help you.

1) chambermaid	a) carries guests' bags to their rooms
2) hotel manager	b) cleans guestrooms
3) bartender	c) serves guests in the restaurant
4) accountant	d) manages all the hotel staff
5) concierge	e) serves guests at the bar
6) porter	f) finds business for the hotel
7) waiter	g) gives information and helps guests
8) marketing manager	h) does the hotel's finances

Semco

1. Which workers normally do these things?

wear uniforms
meet guests in reception
decide/start/finish times/working hours
set salaries
fix equipment
do the photocopying
type letters

2. A) Read the introduction to the text. Who is Ricardo Semler? What problem did he have?

At 21, Ricardo Semler became boss of his father's business in Brazil, Semco, which sold parts for ships. Knowing his son was still young, Semler told him, “Better make your mistakes while I'm still alive”.

Semler junior worked like madman, from 7.30 a.m. Until midnight every day. One afternoon, while touring a factory in New York, he collapsed. The doctor who treated him said, 'There's nothing wrong with you. Yet. But if you continue like this, you'll find a new home in our hospital.' Semler got the message. He changed the way he worked. In fact, he changed the way his employees worked too.

b) What changes do you think Semler made? Read the rest of the text to find out.

He let his workers take more responsibility so that they would be the ones worrying when things went wrong.

He allowed them to set their own salaries, and he cut all the jobs he thought were unnecessary, like receptionists and secretaries. This saved money and brought more equality to the company.

'Everyone's at Semco, even top managers, meets guests at the reception, does the photocopying, sends faxes, types letters and dials the phone.'

He completely reorganised the office:instead of walls, they have plants at Semco, so bosses can't shut themselves away from everyone else. And the workers are free to decorate their workplace as they want. As for uniforms, some people wear suits and others wear T-shirts.

Semler says, 'We have a sales manager named Rubin Agater who sits there reading the newspaper hour after hour. He doesn't even pretend to be busy. But when a Semco pump on the other side of the world fails and millions of gallons of oil are about to spill into the sea, Rubin springs into action. He knows everything there is to know about our pumps and how to fix them. That's when he earns his salary. No one cares if he doesn't if doesn't look busy the rest of the time.'

Semco has flexible working hours; the employees decide when they need to arrive at work. The employees also evaluate their bosses twice a year. Also, Semco lets its workers use the company's machines for their own projects, and makes them take holidays for at least thirty days a year.

It sounds perfect, but does it work? The answer is in the numbers:in the last six years, Senco's revenues have gone from $35 million to $212 million. The company has grown from eight hundred employees to 3, 000. why?

Semler says it's because of 'peer pressure'. Peer pressure makes everyone work hard for everyone else. If someone isn't doing his job well, the other workers will not allow the situation to continue. In other words, Ricardo Semler treat his workers like adults and expects them to act like adults. And they do.

3. Answer the questions.

1. What do employees at Semco do that they probably wouldn't do in other companies. Look at the list in Ex.1.

2. How does Semco and its staff look different from other companies?

3. Who is Rubin Agater and why he is important at Semco?

4. How does Semco show that it trusts its workers?

5. Do Semco's methods work? How do we know?

6. What is 'peer pressure' and why is it important at Semco?

Tapescripts Module 1

Part 2

Listening 1

Oliver Are you doing anything this evening?

Holly No, nothing special.

Oliver Well, we’re going to that new Chinese restaurant near the station. Would you like to come?

Holly Yes, that would be nice. What time are you going?

Oliver About 8.00. Shall we come and pick you up?

Holly Yes, great.

Oliver OK, I’ll call for you at 7.30.

Listening 2

1 A What shall we do this weekend?

B How about going to London on Saturday? There’s a good exhibition on at the Royal Academy.

A OK, that’s a good idea. Shall we get the coach or the train?

B Let’s get the coach – it’s cheaper.

A Fine. What time?

B Not too early. About 1.00 ish?

A Yes, that would be great.

2 A Hello?

B Hi, it’s Charlie here.

A Oh hi, Charlie, how’s it going?

B Oh, not bad. Look, do you fancy seeing a film this evening?

A Good idea – I’d love to.

B OK. Well, why don’t we meet in the White Horse at 7.00, and then we can decide what we want to see?

A OK, see you there. 7.00.

B Right, bye.

A Bye.

Listening 3

1 A How about going to the theatre tonight?

B I’m afraid I can’t – I’m going out for dinner.

2 A Let’s go for a long walk this afternoon!

B I’d love to, but I have to study for my exams.

3 A Why don’t we go to the pub this evening?

B I’m afraid I’m a bit busy – I’m staying at work till 10.00.

4 A Do you fancy going to a concert of Irish music?

B I don’t really like folk. How about the cinema instead?

Part 4 Listening 1

Let me see … I share my office with Jack and Phil and … oh, and Colin Sanders works in the office next door.

Norman and Maureen – I haven’t known them long. They moved in next door three months ago, but Mrs Anderson, bless her, has been at number 21 for years and years.

Now, well, John and I have been married for twelve years – hard to believe! Louise is nearly eleven now, our Sam’s eight, and so is Muffin, our Siamese cat.

Stella … she’s my oldest friend. We went to school together. Mark and Julia are John’s best friends, we see them most weekends, I suppose.

Listening 2

1 She’s my best friend. She comes into my bedroom every morning and jumps onto my bed. She’s always happy to see me, which is nice. She loves hiding under a newspaper and rushing in and out, round and round. She’s done that since she was a kitten. And if I’m upset, and I go to my room, she follows me. I tell her all my problems and she listens, you know.

2 They’re a nice couple. We’re at 18 and they’re at 20, next door. They keep themselves to themselves – sometimes I meet them when I’m going out to work in the morning, and we say hello, but otherwise I don’t see much of them. They keep their house and garden really neat and tidy. We get on fine.

3 We sometimes argue, because we share an office, and I think if you share an office you get on each other’s nerves a bit. You know, stupid things, like should the window be open or closed, should the heating be on or off, whose turn it is to wash the cups, that sort of thing … Most of the time we get on OK.

4 I want him to be tall, dark, and handsome! He has to be young-ish, in his 20s, with big brown eyes. He has to dress well – you know, nice clothes, not necessarily expensive. And he should be kind and considerate, and listen to what I have to say, and respect my opinions.

5 We knew each other for years before we started going out together. It wasn’t exactly love at first sight! But we get on really well, we never argue, our friends can’t believe it! I was a bit worried when we decided to get married last year – I thought it would change things, but it’s been fine.

Tapescripts Module 2

Part 1

Ex. 2

Go by bus/ train/ plane/ taxi/ car

Get on/ off a bus/ a train/ a plane/ a bicycle

Get into/ out of a taxi/ a car

Catch a bus/ a train

Take a bus/ a train/ a plane/ a taxi

Miss a bus/ a train/ a plane

Ride a bicycle

Ex. 5

1 fascinated, fascinating

2 daunted, daunting

3 challenged, challenging

4 petrified, petrifying

5 annoyed, annoying

6 disgusted, disgusting

7 inspired, inspiring

8 worried, worrying

Ex. 6

1 Petrified

2 Daunting

3 Worried

4 Inspiring

5 Annoyed

6 Disgusting

7 Fascinating

8 Challenging

Part 3 Ex. 8

Reception Reception?

Man This is Paul Jones in Room 34.

Reception How can I help you, Mr. Jones?

Man There isn't any soap in the bathroom, and there aren't any towels.

Reception I am sorry about that. I'll send some up straight away.

Woman I wonder if you can help me.

Reception Certainly, what's the problem?

Woman It's the toilet. It's blocked. I can't flush it.

Reception Oh, dear. I'm sorry. I'll send someone right away.

Woman Hello? Is that the front desk?

Reception Yes. How may I help you?

Woman The air conditioning doesn't work. I think it's broken.

Reception I'm sorry to hear that. I'll send an engineer.

Woman Well, actually I'd like to change my room. It's much too hot in here.

Reception I'm afraid we're fully-booked this evening. I'm sure the engineer will sort it out.

Man Could you send an engineer to my room, please?

Reception What's the problem?

Man The TV's gone wrong. I can't change channels.

Reception I'm sorry, the engineer's busy right now. He'll be there in twenty minutes.

Tapescripts Module 3

Part 2

Listening 2

1 The person you are calling knows you are waiting. Please hold the line while we try to connect you.

2 a phone ringing

3 The Vodaphone you have called may be switched off. Please try later.

4 Hello. This is Mike’s phone speaking. If you leave a message, I’ll get back to you. Please speak after you hear a series of beeps followed by a long tone. Thank you.

5 The number called has been changed to telephone number 01865 242450.

6 Elizabeth is not in her office right now. If you want to leave a message, press one. If you want to speak to someone else, please hold the line.

7 engaged tone

8 Thank you for calling the National Institute for Medical Research. You are held in a queue for the operator. If you know the extension you wish to reach, please dial it now.

9 Thank you for calling British Rail. Your call is in a queue and will be answered shortly … we are sorry to keep you waiting, all our operators are busy, please hold the line.

10 The number you have dialled has not been recognized. Please check and try again.

Listening 3

A International Shipping, Elaine speaking, how may I help you?

B Could I speak to Bob Harris, please?

A Could I ask who’s calling?