Предоставление информации об отелях (стр. 3 )

- The first room is the largest and we usually have it arranged in theatre-style. It can take up to 60 people. It’s 10.5 metres wide and 14.2 metres long. It’s equipped with PA system, video recorder and a slide projector with screen.

- The second room is a smaller one. It’s 5.6 ×11.8 metres, and we usually have that set out in schoolroom-style. It’s a rectangular shape and connected with the first one. It’s equipped with OHP and whiteboard.

- Now let’s go and have a look on them.

Прокат автомобиля

інструкції	лексичне наповнення
1. Відрекомендуйтеся та запитайте, що бажає клієнт.	Hello. Miami Autos Direct. Henry speaking. How can I help you?
2. З’ясуйте, який клас автомобілю бажає клієнт.	What kind of car would you like?
3. Порекомендуйте клієнту який-небудь автомобіль.	Ok, I can recommend…. It’s a Group … car with ….
4. Надайте інформацію про вартість прокату автомобілю та те, що до неї входить.	That is … dollars including insurance and tax at …%. There are 3 types of insurance: third-party liability, damage to the vehicle, and personal accident insurance. And you also have to pay for the petrol.
5. запитайте про дату та час, коли клієнт забере автомобіль.	When are you picking up the car?
6. Запитайте ім’я клієнта та контактні дані.	Can I have your name and contact details, please?
7. попросить сплатити задаток.	You also need to pay a deposit. It’s …. Then you can pick up your car any time after 8 on Monday.
8. подякуйте за дзвінок та попрощайтеся	Thanks for calling! Have a nice day!

Процедура регистрации в аэропорту

инструкции	лексическое наполнение
1. Поздоровайтесь и попросите пассажира показать билет и паспорт.	Good morning! / Good afternoon! / Good evening! May I have your ticket and your passport?
2. Узнайте, сколько у пассажира багажа.	You can take this briefcase as hand luggage if it goes under the seat. Have you got any other baggage?
3. Взвесьте багаж.	Could you put your baggage on the scale?
4. Если вес багажа превышает допустимую норму, попросите пасажира доплатить за перевес.	Your baggage is a bit heavy. I’m afraid, you’ll have to pay an excess baggage charge.
5. Назовите сумму, которую пассажир должен заплатить за перевес.	The extra charge is $20 for each extra kilo that you have.
6. Попросите пассажира показать визу.	Do you have a valid visa? Can I see it?
7. Узнайте, где пассажир хочет сидеть в самолете.	Where would you like to seat? Smoking or non-smoking? Window or aisle seat?
8. Верните пасажиру его билет и паспорт, дайте посадочный талон и назовите № выхода и время отправления.	So that’s 18A. Here is your boarding pass, your ticket and passport that you’ll show again at the gate. We’ll be boarding at Gate 23 at 14.45.
9. Предложите пассажиру подождать в зале ожидания, пока рейс не будет объявлен. Пожелайте счастливого полета.	You can wait at the departure lounge until your flight is announced. Have a nice flight!

Прохождение таможенного контроля

инструкции	лексическое наполнение
1. Поздоровайтесь и спросите пассажира, откуда он прибыл.	Good morning! / Good afternoon! / Good evening! Where have you just come from?
2. Попросите у пассажира паспорт.	Can I see your passport, please?
3. Узнайте у пассажира, как долго он собирается находится в стране.	How long are you coming to … for?
4. Выясните причину приезда.	On holiday or on business?
5. Узнайте у пассажира, какой у него багаж.	Is this all your luggage? Could you put it here, please?
6. Спросите, есть ли у пассажира что-то, что нужно декларировать.	Have you got anything to declare? Any spirits, wine, tobacco in excess of the duty-free allowance?
7. Спросите, не везет ли пассажир какие-небудь подарки. Если да, спросите, где он их купил и попросите квитанцию.	Are you bringing any gifts for anybody? Was this bought in the duty-free shop, or…? Have you got the receipt for this…?
8. Попросите пасажира открыть багаж и осмотрите его.	Will you, please, open your bags? Would you let me to have a look in there?
9. Скажите пасажиру, какую таможенную пошлину он должен оплатить.	If you wait a minute I’ll tell you how much duty you must pay.

Разговор туроператора с менеджером отеля

T: Good afternoon! I am a tour operator of Worldbreaks International. I would like to interview you about your hotel to see if it meets our company’s requirements and to include it in our brochure.

M: Good afternoon! I’ll be glad to answer all your questions. And I hope our hotel meets all your requirements. So, let’s start. What exactly are you interested in?

T: Well, in addition to standard requirements in terms of rooms I would like to know about reservation and registration procedures.

M: Our hotel is very popular and you need to make a reservation soon at least for 2 weeks earlier. We also ask our guests to confirm their reservation in writing or by fax and to pay a deposit depending on the room rate. As for the registration procedure, it’s standard. But our guests can check in and check out at any time of the day.

T: But what do you do in the event of overbooking?

M: In the event of overbooking we try to provide an alternative hotel accommodation of a comparable standard.

T: We usually send tour groups with the representatives of our company. Do you provide a free accommodation for them?

M: Unfortunately, we don’t. But they can stay at our hotel at a discounted price. Usually 10-15% from the basic room rate.

T: Do you have any special facilities for handicapped visitors?

M: Certainly. Our hotel has lifts to all floors, special wide doors for wheelchair access, low level front desk, ramps at all stairs, hoists in bedrooms, notices in Braille. We also provide services of a resident nurse and a courtesy bus to the town centre.

T: Does your restaurant cater for special diet requirements of the customers?

M: Certainly. But they should make adequate notice because we need to make special arrangements.

T: Our company deals with the customers all over the world. Does your hotel provide interpretation and translation services?

M: Of course, we can offer our guests interpretation and translation services on the most international languages.

T: And what about your staff? Is it able to speak several foreign languages?

M: Certainly. We require from almost each member of staff to know at least 3 foreign languages.

T: Oh, it’s good. And the last question. What is your system of payment by guests?

M: Well, as a guest arrives at the hotel, we open an account for him. Staying at the hotel he can make use of all our facilities not paying for anything. When he checks out we give him a bill where everything is itemized: room, meals, telephone calls, the minibar, etc. So he pays for everything at once.

T: Ok, thank you. You were very e.

M: You are e.

Предоставление информации о достопримечательностях

инструкции	лексическое наполнение
1. Поздоровайтесь и предложите помощь.	Good morning / Good afternoon. / Good evening. How can I help you?
2. Выясните, какая именно информация необходима гостю.	Yes, of course. What kind of information do you need exactly?
3. Предоставьте гостю информацию об основных достопримечательностях вашого города.	Let me see. How about visiting …? There is …. You must also see…. It doesn’t take much time. You’ll probably need about … to see it all. But you should get there early because there are always very long queues.
4. Предоставьте гостю информацию об основных развлекательных заведениях вашего города.	In the evening there are a lot of cafes and bars to go in our city. Why don’t you go to …? It’s famous for its … If you like …, you could also go to ….
5. Предложите гостю брошюру с детальной информацией о достопримечательностях и с картой города.	I recommend you to take this brochure. It has detailed information about all the main sights in our city and a map of the city that helps you not to lose your way.
6. Завершите разговор.	Not at all. Have a nice day!

Предоставление информации о мерах предосторожности

инструкции	лексическое наполнение
1. Поздоровайтесь и предложите помощь.	Good morning / Good afternoon. / Good evening. How can I help you?
2. Выясните, какая именно информация необходима клиенту.	Yes, of course. What kind of information do you need exactly?
3. Расскажите об общих мерах предосторожности при походе за покупками.	You’ll find the city centers safe in any major cities. But you must take a few precautions. If you’re going shopping, I recommend that you use traveler’s cheque or credit cards, and keep them in an inside pocket. You shouldn’t take large amounts of cash. The markets are very crowded and lively but be aware of pickpockets.
4. Расскажите о сохранности дорогих вещей.	You shouldn’t attract attention to you by carrying and wearing expensive things. You’d better leave them in the hotel safe, and get a receipt for them.
5. Расскажите о сохранности документов.	You should make a photocopy of your passport, and make a note of your credit card numbers.
6. Расскажите о правилах поведения при вождении автомобиля.	If you are driving, you must keep your car doors locked at all the times. Avoid cross-country driving.
7. Расскажите о том, какие районы города не следует посещать.	Avoid walking around the poorer areas of the city that are not usually visited by tourists.
8. Расскажите о питании в незнакомом городе.	I recommend eating only food that you know is freshly cooked and drinking bottled water. Don’t eat food that has been kept warm and drink tap water unless you know it’s safe.
9. Завершите разговор.	Not at all. I hope you have a nice travel.

Внесение изменений в бронирование тура

инструкции	лексическое наполнение
1. Поздоровайтесь, представьтесь и предложите помощь.	Pacific Travel Company. James speaking. How can I help you?
2. Попросите номер бронирования.	Certainly. Do you have your confirmation form with you?
3. Найдите забронированный тур в базе данных и выясните у клиента, какие изменения он хочет внести.	That’s a …-day … Tour for a party of …, departing on …. What changes would you like to make?
4. Внесите все необходимые изменения.	Just let me check. Yes, that’s confirmed. The coach leaves at … from … Terminal in …. The coach arrives back in … at …. Ok, I’ll make that change for you. I’m sure there will be no problem.
5. Потвердите внесенные изменения.	Now, I’ll just confirm those changes. That’s a group of …, for the...-day... Tour, departing from... at... on.... and arriving back in … at…. The hotel accommodation at... is … rooms.
6. Предложите послать факс-потверждение о внесенных изменениях.	I’ll send you a fax today to confirm these changes.
7. Завершите звонок.	You’re welcome. Goodbye.

Бронирование столика в ресторане

инструкции	лексическое наполнение
1. Поздоровайтесь, представьтесь и предложите помощь.	Restaurant Flamenco. James speaking. How can I help you?
2. Расскажите о том, в какое время работает ресторан.	We open from Tuesday to Sunday. We close on Mondays.
3. Расскажите, в какое время в ресторане подаются обед и ужин.	We serve lunch from twelve o’clock to three o'clock p. m. We serve dinner from seven o’clock to 11.00 p. m.
4. Забронируйте для клиента столик.	We're always busy on …. We sometimes have cancellations but I'm afraid we're fully booked on … the …. Oh, but I have a table on the ….
5. Подтвердите бронирование.	So that's a table for … at … on ….
6. Узнайте имя клиента.	What name is it, please? Can you spell it for me?
7. Завершите звонок.	OK. We look forward to seeing you on….

Принятие трудного телефонного звонка

инструкции	лексическое наполнение
1. Поздоровайтесь, представьтесь и предложите помощь. Попросите говорить погромче, т. к. очень плохая связь.	Park Hotel, Reservations, Gabriella speaking. Can I help you? Hello? The line is very bad. Can you speak up a little, please?
2. Узнайте дату прибытия.	When is it for?
3. Уточните дату прибытия.	I'm sorry, I didn't catch the date.
4. Узнайте имя клиента.	What name is it, please?
5. Попросите произнести имя по буквам.	Could you spell that for me? Did you say… for …?
6. Узнайте контактный телефон клиента.	Thank you. And can I have a contact number for you?
7. Уточните контактный телефон.	Could you repeat that, please?
8. Подтвердите бронирование и попросите клиента прислать письменное подтверждение.	Thank you very much. I've made that reservation for you. … nights from the…. Would you please confirm in writing by fax or email...?
9. Завершите звонок.	Thank you for calling. Good bye.