Instituto Politcnico de Viana do Castelo

Escola Superior de Tecnologia e Gesto

Turismo 1ano

Apontamentos (parte 1)
Ingls II

2 Semestre
Ano Lectivo
2009 2010

Types of accommodation

Hotel (normally has at least 20 letting bedrooms, of which most have ensuite or
private facilities. They serve breakfast, dinner and, normally, lunch, and they usually
have a drinks license (it may be a restricted one));
Hostel (building run by a private operator or non-profit membership organization,
where beds and sometimes meals and other services and facilities are provided);
Resort (a hotel with a 5-star quality award that has a range of leisure and sporting
facilities. These include an 18-hole golf course, swimming pool and leisure centre, and
country pursuits);
Flat;
Apartments;
Camping parks/sites caravans sites (park for camping only);
Bed & Breakfast (B&B) (accommodation offering bed and breakfast, usually in a private
house. B&Bs normally accommodate no more than 6 guests, and may or may not serve
an evening meal);
Bungalows;
Cottages;
Farm houses (Guest House- or B&B-style accommodation on a working farm);
Guest Houses (normally has at least 4 letting bedrooms, some with ensuite or private
facilities. It is usually run as a commercial business. Breakfast is available and evening
meals may be provided);
Inn (Bed and breakfast accommodation within a traditional inn or pub. The bar and
restaurant is open to non-residents, and provides food at lunchtime and in the
evening);

Types of hotels:

Airport hotel;
Business hotel;
Congress hotel;
Commercial hotel;
Leisure hotel;
Luxury hotel;
Resort hotel;
Motel;
Country house hotel;
Guest house;
...

Choosing a type of hotel depends if we can afford it or not.

Why people choose a type of hotel?

Convenience;
Price;
Word of mound;
Good experience with the hotel;

Advertising is paid and its always positive, because we pay.

Publicity is free and it can be positive or negative.
Congress hotels:

Congress rooms;
Show rooms;
Restaurants;
Internet access;
Spa;
Gym;

What are the facilities?

Special rooms for translations;

Why people go to resorts?

They have everything there: shops, restaurants, entertainment, disco, sports,

babysitters
They are made for families with young childrens;

Luxury hotels
Depends of the facilities they offer for the guests.

Decoration;
Types of rooms;
Special attendement: bottle of wine, champagne, sleepers, shampoos, body cream,
etc.;
Concierge;
Reception open 24h/day;
Room-service 24h/day.

Hotel types and hotel activities

Luxury hotel;
Airport hotel;
Country house hotel;
Beach resort.

Luxury hotel
a) Where you might find the hotel?
Town centre/ City centre;
Big cities.
b) The owners?
International hotel chain;
Multinationals;
Very wealthy business people/families.
c) The facilities and services?
Great services;
Efficient staff;
Very high quality;
Personalized service;
Big rooms;
Head dryer;
Concierge;
Room service 24h/ day;
Receptionist 24h/ day;
Spa;
Gym;
More than one swimming pool;
Souvenirs shops;
Very expensive shops;
Fitness centre;
Parking space;
Lot of suites;
Spacious rooms (all with private bathrooms);

d) The kind of guests who stay in it?
Wealthy people/ rich people;
VIPs;
Celebrities;
Business people;

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e) The length of time they stay?

2-3 nights;
Less than one week.
f)

What it costs to stay in it?

A lot of money, 3000 per night;
Not less than 600/700 per night.

Airport hotel
a) Where you might find the hotel?
Close to the airport.
b) The owners?
International chains (like Ibis);
Private owners.
c) The facilities and services?
Very basic the facilities and services;
B&B;
Restaurant;
Shuttles;
Double glassing/ glasses;

d) The kind of guests who stay in it?
People who need to use the airport very earlier or arrive very late in the evening at
the airport.
e) The length of time they stay?
One night.
f)

What it costs to stay in it?

It depends if its high quality or low quality (40 90/ night).

Country House Hotel

a) Where you might find the hotel?
Country side.
b) The owners?
Private owners;
Business families;
Successful business person.

c) The facilities and services?

B&B;
Very basic;
Home made products;
Bicycles;
Very small (2-3 bedrooms);
Activities relates with country side;
Informal.
d) The kind of guests who stay in it?
People who like peace and quietness.
e) The length of time they stay?
One weekend;
One week the most.
f)

What it costs to stay in it?

50 100 / night.

Beach Resort
a) Where you might find the hotel?
Close to a beach.
b) The owners?
International chains;
Multinationals.
c) The facilities and services?
Is everything there: restaurants, shops, babysitters, Spa, gym, sports, pool,
supermarket, disco, entertainment, selling, news papers agents, dancing classes,
etc.
d) The kind of guests who stay in it?
Families with childrens.
e) The length of time they stay?
One week at least/ one week or more.
f)

What it costs to stay in it?

All inclusive, 100/night.

Types of hotels:

Motel it is built specially to provide a service to motorists.

Luxury hotel it provides every facility a wealthy guest might need.
Resort hotel it is situated in a place where tourists like to stay, often near the
sea. Guests may stay for a week or two, and usually book in advance.
Airport hotel it provides accommodation for people going to or coming from
other countries, usually only staying for one night.
Commercial hotel it is often situated in a town centre, and provides
accommodation for travelling businessmen, staying only one night or two.
Congress hotel it provides facilities for large meetings and conferences, with a
lecture theatre and exhibition facilities.
Guest house it provides low-priced accommodation, usually on a small scale, for
holiday visitors or long-stay guests.
Country house hotel it is situated in pleasant scenery, and provides comfortable
but informal accommodation for people who want to relax in a quiet place.

Developing the topics

The large motoring organizations classify hotels by given them stars. Here are some extracts
from the explanations of stars given by the British Automobile Association:
5-star: luxury hotels offering the highest international standards.
4-star: hotels offering a high standard of comfort and service with all bedrooms
providing a private bathroom/shower with lavatory.
3-star: hotels with more spacious accommodation, with two thirds of the bedrooms
containing a private bathroom/shower with lavatory. Fuller meal facilities are
provided.
2-star: hotels offering a higher standard of accommodation; 20 per cent of bedrooms
containing a private bathroom or shower with lavatory.
1-star: hotels and inns generally of small scale with good facilities and furnishings;
adequate bath and lavatory arrangements.
From the explanations above, find a word meaning:

Having plenty room: spacious;

A place to stay: accommodation;
Things that are useful to a person: facilities;
Given: provided;
Quantity or amount offered all the time: standard;
Attention to customers: service;
Not very big: small;
Furniture and other things fixed in a room: furnishings;
Good enough: adequate;
Found in different countries: international.

A hotel may offer many services, including services for people who are not staying in the
hotel. For example, it may:

Contain restaurants and bars;

Provide a meeting place for clubs and organizations;
Offer entertainment and recreation;
Stage conferences and exhibitions;
Provide facilities for sports and competitions;
Provide a place for family or company celebrations;
Babysitting;
Spa;
Swimming pool;
Golf;
Sports;
Fitness club;
Casino;
Shops;
Hairdressers;
Laundry.

Hotel staff often have to talk about times to say when a tourist group is expected, when a
club is due to begin a meeting, etc.
Look at Georgios diary for another day. Complete what he says to Tim, as in the examples
given.
09:00 16:30
09:30
10:45
11:00 12:30
14:30
15:00 16:45
17:00
21:00 02:00

(a)
(b)
(c)
(d)
(e)
(f)
(g)
(h)

Northern Chess Competition

Group from Leonidas Tours
Meeting, Robert Blye(Service Hotel Equipment)
Lea Social Club (Annual General Meeting)
Make speech (Bell Captains long-service award)
Insurance Conference (delegates check-in)
Opening of Insurance Conference
Rio Disco Party

From nine oclock till half past four we have the Northern Chess competition.
At half past nine we have a group arriving (arrive) from Leonidas Tours.
At a quarter to eleven Im meeting (meet) Robert Byle, of Servex Hotel Equipment.
From eleven till half past eleven the Lea Social Club holds (hold) its Annual General
Meeting.
At half past two Im making (make) a speech for the Head Porters long-service award.
From three till a quarter to five we have delegates checking-in (check-in) for the
Insurance Conference.
Then at five oclock we have the opening of the Insurance Conference.
And from nine till two we have the Rio Disco Party in the basement (cave).
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Reasons/possibilities why people go to hotels:

A. A bed for the night (32,8%) no surprise here. Traveling is tiring, and the average
human body needs seven to eight hours sleep a day. In this respect, the hotel
responds to a basic, physiological need, and so above all else, we must provide a
comfortable bed in a quiet room.
B. A bit of luxury once in a while (31,4%) this should not come as surprise. Our selfesteem is important to our overall health. The feel-good Factor of staying in hotels,
then, is something that we need to keep in mind constantly as service providers.
Please note, however, that exactly what each guest means by luxury is not easy to
identify.
C. The office when away from the office (17,3%) business travelers also have
professional needs. In general, we probably need to improve what we offer here. An
internet connection in a corner of the lobby is no longer enough.
D. A place to hide (8,6%) everyone needs to feel safe, so our hotels clearly have to
generate a feeling of security. We can do this in sample ways: all rooms should have a
solid door and lock; the reception area should always offer a sense of order; staff
should never run or appear stressed, etc.
E. Home from home (7,1%) the need to feel at home is equally important for frequent
and less frequent travellers. However, while frequent travelers feel this way because
they are not at home often enough, less frequent travellers appreciate the home from
home touch in a hotel precisely because of the strangeness of their new surroundings.
Two obvious ways of making the hotel feel like home are a genuine smile from all staff
that guests meet, and the use of the guests name whenever possible. Please
brainstorm others in the training session.
F. A place where you can let your hair down (2,8%) this may be a surprise. We have
too often assumed that for people away from home and on their own, a hotel would
seem to be a great chance to do all those things they wouldnt normally dare to do. No
colleagues, no friends, no family, etc! This turns out no to be so.
Hotel facilities
Key to Symbols

(Ver fotocpias)

Vocabulary
1.
2.
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4.
5.
6.
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9.
10.
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21.

In American English a wardrobe is a CLOSET.

You use a TOWEL to dry yourself.
His first name is Leo and his SURNAME is Jones.
Would you like a room with a double bed or TWIN BEDS?
Could you please fill out the REGISTRATION form, madam?
If you need a drink theres a MINI-BAR in your room.
This LEAFLET explains the facilities that are on offer.
If youd like us to do any dry-cleaning or LAUNDRY, please put it in the bag and call the
room maid.
I cant find the REMOTE CONTROL for the television.
My rooms too hot. How can I turn down the RADIATOR?
FULL BROAD is known as American Olan in American English.
You can find an extra BLANKET in the cupboard in your room.
Benidorm is a well-known seaside RESORT in Spain.
The HAUSKEEPER is the manager in charge of guest bedrooms.
A CHMBERMAID is the person who cleans the rooms.
I have to get up early tomorrow. Can I have a WAKE-UP CALL please?
For breakfast please help yourself from the BUFFET, sir.
Theres a hair-dryer in the BATHROOM, madam.
At an all-INCLUSIVE hotel even the drinks are free.
If you need a sunbed, please ask the pool ATTENDANT, sir.
CONTINENTAL BREAKFAST is included in the price of the room.

Balcony (varanda)
Bathtub/bath (banheira)
Bedspread (coberta)
Bidet (bid)
Desk (secretria/balco)
Dressing table (tocador)
Faucets/taps (torneiras)
Hair-dryer (secador)
Light switch (interruptor)
Mini-bar
Mirror (espelho)
Night stand/bedside table (mesa de cabeeiras)
Pillow (almofada)
Pillowcase (fronha)
Down quit (edredo)
Mattress (colcho)
Blanket (cobertor)
Bedspread (colcha)
Radiator (radiador)
Radio-alarm
Reading light
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Sheets (lenis)
Shower (duche)
Sofa (sof)
Towels (toalhas)
Waste bin (caixote de lixo)
Washbasin (lavatrio)
Trouser-pass (tipo para passar a ferro)
Shower head (cabea do chuveiro)
Chandelier (candeeiro)
Split-level (quando se desce ou sobe)
Label places on the hotel plan
Essential in a bathroom:

Toilet and toilet paper;

Shower or bath;
Washbasin;
Mirror;
Waste bin;
Towels;
Towel rail;
Taps;
Soap;
Shower gel;
Shampoo;
Hair-dryer;

Essential in a bedroom:

Bed;
Mattress;
Sheets;
Down quilt;
Pillow;
Pillowcase;
Blankets:
Bedspread;
Waste bin;
Bedside tables;
Reading light;
Telephone;
TV and remote control;
Chair/sofa;
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Closet (inside the closet: extra blankets, extra pillows);

Mirror;
Safe (cofre);
Hangers;
Mini-bar;
Window;
Balcony.

Some sentences:
1. Wheres the balcony?
- Its outside the room trough the glass door.
2. Wheres the waste bin?
- Its just to the left of the washbasin in the bedroom.
3. Wheres the dressing table?
- Its in the bedroom opposite the bed.
4. Where are the towels?
- Theyre in the bedroom hanging on the towel rail.
5. Wheres the sofa?
- Its in the bedroom on the left near the window/glass door/ balcony.
6. Where are the mirrors?
- There is one above the washbasin in the bathroom and one above the dressing
table in the bedroom.
Some sentences how we explain the guest where everything in the room is:

Here we are, this is your room: number 101

The door locks like this
And over here is the
It works like this
If you want to adjust the

Being clear and polite

The lift is in the basement.

When you go out of the lift, turn right.
Its in the main lobby, opposite the reception desk.
Its inside the restaurant on the ground floor.
Go down to the ground floor.
As you come out of the lift, its on your left.
Out of the lift, turn right, and its next to the conference rooms.

The bar Its on the ground floor inside the restaurant.

The business centre Its on the second floor next to the conference rooms.
The swimming pool Its on the top floor opposite the lift (or next to the fitness centre).
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Three verbs: guests ask questions like this:

Be:
- Excuse me, where is the travel desk, please?
- Excuse me, the business centre is on the third floor, isnt it?
Can:
- Can you tell me where the gift shop is, please?
Look:
- Im looking for the bar, please.

Verbs of direction. The employee gives directions using these verbs:

Turns left; turn right; go down; go up; go through; go out of.
Example:
-

To get to the gift shops, go out the lift and turn right.
The restaurant is on the ground floor; go through the lobby and its at the end.
To get to the business centre, go up to the second floor, and as you go out of the
lift its on your right.
From your room, go down to the restaurant near the lobby, and the bar is inside
the restaurant.
The fitness centre is on the top floor; as you come out of the lift, turn left and
youll see the fitness centre next to the pool.

Prepositions of place. Some sentences:

On; opposite; next to; in/inside; behind.
-

The car is in the basement.

The travel desk is opposite reception, in the lobby.
All the conference rooms are on the second floor.
The pool is on the top floor, next to the fitness centre.
The bar is inside the restaurant.
You can also park just behind the hotel.

Where does the guest want to go to? Directions

Being clear and polite:

Certainly, its no far.

Go out of the hotel and turn left.
Go along Avenue de Verdun for about 100 meters.
Its just a few minutes walk.
Go up Avenue de Sude until you get to Rue de la Buffa.
The bank is on the corner, on your right.
Theres one very near the hotel in Avenue de Sude.
Its about a 10-minute walk from here.
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There on the corner, on your right, is the cash point next to the bank.

Example:
Guest: Im looking for a photo shop, please.
Employee: Theres one very near the hotel in Avenue de Sude. Go out of the hotel, turn right
and go along to Avenue de Sude. Turn right into Avenue de Sude, and youll see the photo
shop opposite
You are at the Hotel Plaza in Nice. Find the travel agents on the map. Complete the
directions using these phrases: turn left, go along, go out of, on your left, its not far.
Guest: Good morning, can you help me? Im looking for a travel agent, as I need to change my
ticket.
Employee: Certainly, its not far from here. Go out of the hotel and turn left and go along
Avenue de Verdun for about 100 meters, and there are two travel agents on your left.
What time does the facilities of a hotel open?
Example:
Fitness & sauna open every day from 7 am to 10 pm.
Restaurant open every evening until 10 pm.
Room service available until 10.30 pm.
Swimming pool open in summer.
Bar opens at 4 pm.
Laundry same day.
Check-in from 2 pm.
Check-out by 11 am.
Being clear and polite:
-

Its open every evening from 7 to around 10 oclock.

The fitness and sauna closes at 10 pm
but it opens up again tomorrow at 7 am.
The pool is only open in summer.
Room service is available until 10.30 pm.

Some examples of times:

12:00 twelve oclock.

13:00 one oclock.
14:15 a quarter past two.
15:30 three thirty.
16:45 four forty-five.
17:30 half past five.
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19:10 ten past seven.

20:20 twenty past eight.
21:20 nine twenty.
22:40 ten forty.
23:45 a quarter to twelve.
23:55 eleven fifty-five.

Some structures:
-

What time does it open?

It opens at 7 am/ Its open 7 days a week.
What times does it close?
It closes at 10 pm/ Its open from Monday to Friday.
When does it open and close?
Its open from 7 am to 10 pm/ Its open in summer/winter.
Is it open every day?
Yes, it is./ No, it isnt, Im afraid.

Some questions:
1. What time does the fitness centre close?
The fitness and sauna closes at 10 pm.
2. What is the latest check-out time, please?
The latest check-out is at 11 am.
3. Is the laundry service open? I need these things by tonight.
Yes, madam, there is a same-day laundry service.
4. Is room service available? I know its a bit late.
Yes, sir, room service is available until 10.30.
5. Is the car park hotel locked at night?
Yes, sir, and theres 24 hour valet parking service.
6. When does the bar open?
It opens at 4 pm.

Hotel facilities
Some examples:
Computer-services;
Translations;
Fitness centre;
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Sauna;
Secretarial services;
Conference rooms;
Exercise equipment;
Audio-visual equipment;
Internet access;
Indoor swimming pool;
Outdoor swimming pool;
Tour guides;
Beauty salon;

Business activities:
- Computer services;
- Translations;
- Secretarial services;
- Conference rooms;
- Audio-visual equipment;
- Internet access.
Leisure activities:
- Fitness centre;
- Sauna;
- Exercise equipment;
- Internet access;
- Indoor swimming pool;
- Tour guides;
- Beauty salon.
Being clear and polite:
-

We have a fully equipped business centre, with internet access.

We have a full range of secretarial services.
We have a full translation services.
Just let us know in advance and we can arrange everything.
Theres a fully equipped fitness club with an indoor swimming pool.
Youll find all the exercise equipment you need.
Theres a wonderful sauna.

Some questions and answers:

-

Have you got cable TV in the hotel?

Yes, we have./ No, we havent.
Has the hotel got an indoor pool?
Yes, it has./ No, it hasnt.
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Can I/we send e-mails from here?

Yes, you can./ No, you cant.
Can she get a hair appointment at once?
Yes, she can./ No, she cant.
Has he got the key?
No, he hasnt.
Have you got a fax machine?
Yes, I have./ Yes, we have.
Can she use the fitness centre now?
Yes, she can.
Can you do it by tonight?
No, I cant./ No, we cant.

Some sentences:
1.
2.
3.
4.
5.

Has the hotel got an express laundry service? Yes, madam, it has.
Can we use the business centre now? Yes, sir, you can. Its open until 8 pm.
Have you got everything? Yes, I think I have.
Can you arrange secretarial services? Yes, we can arrange everything.
Can we use the sauna now? Im afraid not sir, the sauna is closed.

A hotel brochure:
We have a fully quipped business centre, including conference rooms with all the
latest audio-visual equipment. Our range of hi-tech computer services includes full internet
access. We can arrange a full secretarial service, plus a full translation service in several
languages.
Enjoy the wonderful panoramic views over the mountains, as you work out in our
health and fitness club, with all the latest exercise equipment. Visit the beauty salon, go for a
sauna, or go for a swim in the heated indoor pool. If you would like to go sightseeing we can
arrange for a tour guide to show you the sights.

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