BỘ VĂN HOÁ, THỂ THAO VÀ DU LỊCH TRƯỜNG CAO ĐẲNG DU LỊCH HÀ NỘI ÔN TẬP THI TỐT NGHIỆP CD QT KHÁCH SẠN - NH C7TA NIÊN KHÓA 2013 - 2014 MÔN: Tiếng Anh chuyên ngành –––––––––––––––––––––––– B- HÌNH THỨC ĐỀ THI VẤN ĐÁP MẪU I Introduction (02 marks) 1,Chào hỏi, giới thiệu họ tên, tuổi, nghề nghiệp, sở thích,… cho giám thị chấm thi - Good morning/ good afternoon My name’s Nguyễn thị kim thoa - Now, I’m a Hotel receptionist( in the restaurant) - Every I offer start word at am at word I usually answer telephone, book the room I love my job because…………………………………… 2, Your hobbies- sở thích bạn I love to cook and take care for my family I like to read book rather/more than shopping I'm interested in learning foreign languages I want three foreign languages fluently is English, Italian and Chinese My plan is to work for the hotel Mường Thanh because I speak Chinese pretty well II Situation (04 marks) Thí sinh Nhân viên khách sạn, giám thị chấm thi Khách Lập hội thoại Nhân viên Khách theo tình cho đề III Questions (04 marks) Trả lời câu hỏi cho đề C- NỘI DUNG ÔN THI1- Giving information about hotels Guest: You are telephoning to find out about some hotels in London Make some questions about the facilities and prices in these hotels Employee: Study the hotels below You are trying to be helpful to answer the Guest’s questions THE GREEN HOTEL THE PARK HOTEL Single room $16, with bath $20 Double Bed and breakfast per person $16; Double room $28, with bath $35 ; Breakfast $5 per room with bath $25; Dinner bed and breakfast person; children under 12, 50% reduction $29 full board THE DALTON HOTEL THE CASTLE INN Single room with bath $30, Double room Single room $12, Double room $15 Includes with bath $60: children under 12 in same continental breakfast (English breakfast $3 room as parents free: breakfast $6 per person extra) G: Which hotel quotes an inclusive rate for dinner, bed and breakfast? This is The Part Hotel G: In which hotel is there the smallest difference between the price of a single room and the price of a double room? This is The Castle Inn hotel G: Which hotel is the cheapest? Which is the most expensive? The Castle Inn is the cheapest The Green hotel is the most expensive G: In which hotel all the rooms have a bathroom? The Dalton hotel and The Part Hotel all the rooms have a bathroom G: In which hotel can children stay free in the same room as their parents? The Dalton hotel can children stay free in the same room as their parents G: Which hotels include breakfast in the room rate? The Castle Inn hotels include breakfast in the room rate 2- Hotel Reservation Guest: You’re telephoning the Hanoi hotel to book a double room with shower from June rd You’re not sure how long you’ll be staying, though You don’t want breakfast You’d like to know if the hotel allows dogs Employee: You are working for Hanoi Hotel and taking a booking by ‘phone After checking you can confirm a booking only for June 3rd The hotel accepts dogs at an additional charge of US$ a day Bài cũ Bài cô Clerk: Good morning, The Hanoi Hotel! May I Clerk:Good morning, Hanoi Hotel! May I help you? help you? Customer: Can I reserve a Double room from Customer: I’d like to book a room for two for June 3rd June 3rd Clerk: How long would you be staying? Clerk: Yes, madam We have a Double room from June 3rd for you, How long would you be Customer: I m not really sure staying? Clerk: would you like a room with bath or shower? Customer: I m not sure how long I’ll be staing Customer: with shower Does the room rate includes breakfast? Clerk: Yes , of course Breakfast is available at Clerk: would you like breakfast? no extra charge Customer: No, thank Customer: But I don’t want breakfast and I’d like Clerk: just a moment, please I can confirm you a room for to know if the hotel allows dogs the 3rd, but I can’t guarantee it for more than one night Clerk: Yes, madam You don’t want Customer: what if there isn't any room? breakfast.And yes, our hotel accepts dogs at an Clerk: I can put you on a waiting lít or I can find you additional charge of US$ a day something in another hotel What’s your name , please! Customer: That will be fine Clerk: Verry good, madam Can I ask your Customer: my name………… name? Clerk: madam…… a double room with shower for june Customer: My name is Maria the 3rd Clerk: Madam Maria I’ve reserved the double room for you from June 3rd We look forward Customer: by the way, you accept dogs? to seeing you Clerk: Yes, we There’s a small charge of US$ a day Customer: Thank you extra Clerk: You’re very welcome, madam Maria! Customer: ok, thank you goodbye.Clerk: goodbye, madam! 3- Checking in Guest: You are Mr Conrad Burke from Brown Chemicals Ltd., Edinburgh You with your wife have just arrived at the Hanoi hotel and now are checking into the hotel You’ve got a booking for tonight You will have a late dinner Employee: You are working for Hanoi Hotel and now receiving guests at the front desk After checking you find the guests have got a booking for a double room with bath Give them the key and key card The room number is 306 Ask if the guests will have dinner The hotel has a restaurant and a bar and Room service Dial 09 if they want a late dinner The porter will show them up Bài cũ Bài cô Clerk: Good morning, Mr and Mrs! May I help Clerk:Good morning, Mr and Mrs! May I help you? you? Customer: I want to check in Customer: I’m Conrad burke from Brown Chemicals Clerk: Yes, sir What‘s your family name and Lts Edinburgh We’d like to check into the hotel your address, please? Customer: I’m Conrad burke from Brown Chemicals Clerk:Have you got a reservation.? Customer: Lts Edinburgh Clerk: Mr Conrad Burke from Brown Chemicals Clerk: just a moment, please… ah Mr Conrad Ltd., Edinburgh You have placed a double room Burke from Brown Chemicals Ltd., Edinburgh with bath You have booked a double room with bath for Customer: Right tonight Clerk: Very good, Mr Conrad Please give me Customer: That Right your passport Then , please write your Clerk: would you like to registrer May I see your information on this form passport Thank you here your key and key Customer: Your here Clerk: This is your key and key card The room card The room number is 306 number is 306 When you and your wife leave the Customer: thank hotel please resubmit your key at reception Clerk: Would you like to have dinner tonight? Customer: I see Customer: Perhaps late Do you have room service Clerk: Mr Conrad The hotel has a restaurant Clerk: Yes, sir The hotel has a restaurant and a and a bar and Room service Would you like bả and room service Dial 09 if you want a late dinner ? dinner Customer: Thank you We will have a late dinner Clerk: Yes, sir Dial 09 if you want a late dinner Customer: Thank you The porter will show you up Clerk: You are very welcome, The porter will Customer: Thank you show you up, Have a nice day! Clerk: You are very welcome , sir ! I hope you and your wife have a good time here Checking in Guest: You‘d like a single room for this evening You have no reservation Employee: It’s 8.00 pm You are working for the Amazon Hotel and now receiving a guest at the front desk After checking you can let the guest have a room It’s US$ 110 Give him/her the key and key card The room number is 315 The porter will show him/her up Bài cũ Clerk: Good morning, sir ! May I help you? Customer: I‘d like a single room for this evening Clerk: Yes, sir Please, just wait a moment Let me help you checking Customer: That will be fine Clerk: sir, we have a single room for you It’s US$ 110 Would that be suitable ? Customer: Fine Clerk: Very good, Can I ask your name? Customer: My name is Alber potter Clerk: Yes, Mr alber This is your key and key card The room number is 315 When you leave the hotel please resubmit your key at reception Customer: I see Clerk: You are very welcome , sir ! I hope you have a good time here Bài cô Clerk: Good everning, sir ! May I help you? Customer: I‘d like a room for this evening Clerk: Have you got a reservation.? Customer: no Clerk: what kind of room would you like? Customer: single with bath shower Clerk: : just a moment, please… oh! we has a single with bath shower for you for tonight Can i ask your name, please? Customer: How much is the room? Clerk: It’s U$ 110 would you like to registrer May I see your passport Thank… here your key and key card The room number is 315 Customer: Thank Clerk: You are very welcome , sir ! The porter will show you up, Have a nice day! 4- Giving a message Guest: The hall porter calls you in your room Ask who the message is from Ask what the message says Find out if Mr Borden left his phone number Employee: Call Mr Jones in his room Tell him there’s a message for him and ask him if he’d like you to send the porter up with it The message is from Mr Borden It says that Mr Borden is leaving tomorrow morning at am and would like Mr Jones to call him this evening after 8.00 Mr Borden’s telephone number is 56-62-41 Bài cũ Bài cô Clerk: Good morning, Mr Jones! This is Clerk: Good morning, Is this Mr Jones, please! receptionist There’s a message for you Do you This is receptionist want me to send a porter with it ? Customer: Yes, what’s up? Customer: Who sent the message to me ? Clerk: There’s a message for you Do you want Clerk: The message is from Mr Borden, sir me to send a porter with it ? Customer: What the message says? Customer: Who’s the message from? Clerk: It says that Mr Borden is leaving tomorrow Clerk: The message is from Mr Borden, sir morning at am and he would like you to call him Customer: What the message says? this evening after 8.00 Customer: I see So , Mr Borden left my phone Clerk: It says that Mr Borden is leaving tomorrow morning at am and he would like you number ? to call him this evening after 8.00 Clerk: Mr Borden’s telephone number is 56-62-41, Customer: Did Mr Borden leave his phone number ? sir Clerk: It’s 56-62-41 Customer: Very good , you don’t need to send the Customer: Thank you porter with it I understand now Clerk: You’re very welcome, Mr Jones ! Clerk: Yes, sir I can get you anything else? Customer: no, thank you Clerk: You’re very welcome, Mr Jones ! Have a nice day 5- Booking a restaurant table Guest: Call the Hall Porter’s desk and tell him you’d like to have dinner at Christof’s this evening Ask him if he can make a reservation You want to have dinner at 7.30 Your name’s Mr Berg and your room number is 245 The Hall Porter calls you back: answer the phone You’re leaving tomorrow morning Employee: The ‘phone rings Answer the ‘phone Say you’ll call him back Call back The restaurant’s full this evening You can get him a table for tomorrow evening Say sorry to the guest Bài cũ Bài cô 1, Clerk: Good morning, The Hall Porter Can I 1, Clerk: Good morning, The Hall Porter May I help you? help you? Customer: Hello I’m in room 245 I’d like to have Customer: I’d like to have dinner at Christof’s Can dinner at Christof’s this evening at 7.30 Can you help you make a reservation for me? me make a reservation? Clerk: Certainly, sir For what time, Please! Clerk: Yes, sir Please, just wait a moment Let me Customer: I want to have dinner at 7:30 help you checking I’ll call you back Clerk: Can you give me your name and room Customer: That will be fine number, please? Clerk: Can I ask your name? Customer: My name’s Mr Berg My room number Customer: My name’s Mr Berg My room number is is 245 245 Clerk: I’ll call you back Clerk: Yes,Mr Berg I’ll call back soon Clerk: It thatMr Berg? Hall Porter speaking I'm 2, Clerk: Mr Berg I’m The Hall Porter I'm sorry sorry The restaurant’s full this evening But I The restaurant’s full this evening Can I get you a can get you a table for tomorrow evening table for tomorrow evening? Customer: I’m leaving tomorrow morning Thank Customer: So, I don’t need anymore because i’m anyway leaving tomorrow morning Clerk: I'm terribly sorry Clerk: Yes , sir I'm so sorry I can get you anything else? Customer: No, thank you Clerk: You’re very welcome, Mr Berg! Have a nice day 6- Checking out Guest: It’s 9.00 am You were in room 517 and you’d like to check out You only have a cheque, and you haven’t got a bank card Employee: It’s 9.00 am and a guest comes to the desk The bill comes to US$ 547 The hotel policy is not to accept cheques You ask the guest to show you his/her passport or some other identification Ask him/her to give you his/her address Say thank you to the guest Give the guest his/her receipt Say good-bye to the guest Bài cũ Bài cô Clerk: Good morning, madam! Can i help you? Clerk: Good morning, May I help you? Customer: Good morning! I was in room 517 and I want to check out Clerk: yes, madam please wait a minute, let me check your billing Customer: That will be fine Customer: My name ………… I was in room 517 and I’d like to check out Clerk: just a moment, please… ,that’ll be U$ 547 Clerk: The hotel policy is not to accept cheques Customer: No, I don’t have Customer: I only have a cheque, Do you accept that? Clerk: we don’t accept personal cheques.I’m Clerk: Very good, your bill comes to US$ 547 Do afriard It’s The hotel policy you want to pay by bank card? Customer: what’s all i have Customer: I only have a cheque, I haven’t got a bank Clerk: just … have you got a bank card ? card Can you show me your passport or some other Clerk: Can you show me your passport or some other identification? identification? Customer: here you are Customer: No, I don’t have Clerk: Can you to give me your address? Clerk: I see Can you to give me your address? Customer:Thank you here’s your recepit and your Customer: Your here passport I holp you enjoyed your stay Clerk: Very good , sir This is your receipt Customer: Thank you Clerk: Good bye, Mr Jones ! Have a nice day Các câu hỏi /Questions Name types of hotel -What is a Motel? +Motels is built specially to provice a sevice to motorist A hotel designed for motorists, and usually has a parking area for motor vehicles Motels are often privately owned -A Congress Hotel? + A Congress Hotel provides facilities for large meetings and conferences, with a lecture theatre and exhibition facilities -A Country House Hotel? +A Country House Hotel is situated in pleasant scenery, and provides comfortable but onformal accommodation for people who want to relax in a place -A Resort hotel? +A resort is a place where tourim like to stay, often near the sea A resort used for relaxation and recreation, attracting visitors for vacations and/or tourism Guest may stay for a week or two, and usually book in advance -A commercial Hotel? +A commercial Hotel is often situated in a town centre, and provides accommodation for travelling businessmen, staying only one or two nights List some room types in the hotel What is a Suite? A Family room? … a) Single room is a room occupied by one person b) Double room is a room with one large beds for two people c) A twin room is room with two single beds for two people d) A triple room is a room with three single beds, or a double bed and single bed, suitable for occupation by three people e) A suite room is a set of two or more rooms including a bedroom and sitting room f) A junior suite is a large room with a partition to separate the bedroom area from the sitting room area g) A family room is a large room with a partition to particularly suitable for family with children h) A penthouse is a room not used as a bedroom, where guest may read, watch television i) Lounge or sitting room Two or more rooms with a door to allow a door to allow access from onw room to another Function rooms What is a Ball room? An exhibition room? … - Ball room for dancing - An exhibition room for showing goods and products - Banquet room for a large group eating a special meal - Reception room for cocktail parties and social events - Conference room for holding large-scale meetings Meals and food plans: What is Half board / Full board? What is an English breakfast/ Continental breakfast? - The full board is a room plus all meals per persn per night The half board is the room includes dinner, bed and breakfast The continental breakfast is coffe, tea, rolls, jamand honey,nothing cooked The English breakfast is hot food, fried egg, fried bacon, porridge… Jobs and Departments of a hotel: Reservations Clerk, Receptionist, Chambermaid, Porter, Cashier, Waiter, Chef/Cook; Front Office, Restaurant, Kitchen, Bar and Housekeeping - The reservationist who welcomeing guest, checking in and out , answering the phone and dealing with guest ‘s complaints, ete……… - The chambermaid responsible for keeping the hotel clean and supplying linen - The cashier who looks after all money paid to or by the hotel - The porter responsible for greeting guest, helping them with their luggage, organizing their transport,and dealing with their mail - The waiter in charge of service to guest in the restaurant - The chef/cook responsible for the cooking in the kitchens - The head housekeeper works under the restaurant manage She/ he keeping the hotel clean and supplying linen The chamber maids/ cleaners word under the head housekeeper The waiter charge of service to guests in the restaurant The bar operatives looking after the bars in the hotel What departments of a hotel you know? - Front office were guests make reservation, chek in and chek out - Restaurant where guest are served with meals