Учебное пособие с методическими указаниями и тестами для текущего и промежуточного контроля для студентов заочного отделения
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Case 2: Lady First Simon, a hotel porter, was looking at an approaching white limousine. The driver pulled the limousine skillfully and precisely at the hotel entrance. Simon saw two gentlemen seated in the back seat and a Western lady in the front. He stepped forward immediately, opened the back door and put his hand over the heads of the guests while they got out. After that, Simon stepped quickly to open the limo’s front door for the lady. However, the lady looked unhappy and this made Simon perplexed. As a rule of thumb, people of higher status usually sit in the back, and serving important guests (VIP) first is also the hotel’s priority.
Case 2: Analysis One of the popular protocol in the West is “Lady first”. Men should always be considerate of women in socializing occasions or at public places. For example, a man should always let the woman get on the vehicle first; when getting off the vehicle, the door should be opened for the woman. It is polite to open or close the door for the woman. The Western lady was unhappy because Simon did not open the door for her first according to international practice/protocol. Case 3: Reception’s Etiquette A travel agency in the mainland serves foreign tourists was going to receive a group of Italian tourists. Out of sincerity, the travel agency ordered a batch of silk handkerchiefs made in Hangzhou as gifts to the tourist. Each handkerchief was embroidered with patterns of flowers and grass, and looks beautiful and decent. Each handkerchief was packed in a delicate paper box with the logo of the travel agency on it. The tour guide brought along the well-packed handkerchiefs and welcomed the Italian tourists at the airport. His welcoming address was warm and well-spoken. On the coach, he presented two boxes of handkerchiefs to every tourist as a gift. To his surprise, the tourists were upset. A lady was very unhappy and yelled in anger. The tour guide was confused. He presented the gifts out of goodwill, but instead of receiving compliments from the tourists, he received this unexpected reaction from them. Why did the Italian tourists have such reaction? Case 3: Analysis According to Italian customs, people would give a handkerchief as a gift only when they leave after gathering together for a long time. Giving a handkerchief represents “wiping off tears for the parting”. The Italian tourists had just started a pleasant journey, and the tour guide gave them handkerchiefs to “wipe off their tears for parting”. The tourists were certainly upset. The lady yelled in anger because the patterns of chrysanthemum were embroidered on the handkerchiefs. Chrysanthemum is an elegant flower in China, but in Italy, it is a flower offered to the deceased. The Italian lady was certainly annoyed and angry. Therefore, when receiving foreign tourists and during socializing occasions, we should understand their customs in order to show our respect. Case 4: Cultural Differences Between the East and the West An English lady was traveling in Hong Kong thought highly of her tour guide. She thought the girl has good customer services skills, and her language was also excellent. So the lady praised the girl, “Your English is perfect!” Out of Chinese customs of being modest, the girl replied, “My English is poor.” The English lady was angry upon hearing this. She thought, “Don’t I know how to speak English? English is my mother tongue.” She was furious at the girl’s reply. The next day, she demanded the travel agency to replace the tour guide.
Case 4: Analysis Apparently, the tour guide did not understand Western culture and customs well, which is different from the subtle characteristics of the Eastern culture. In the Western society, self-confidence is a person’s fundamental quality. Westerners believe that you cannot convince others to believe you if you do not even believe of your own self. Therefore, the most appropriate answer is “Thank you” when the tour guide heard the English lady’s compliment. This kind of response is neither humble nor arrogant. Therefore, it is necessary for tourism service staff to understand the culture, customs, etiquette and taboos of customers of different nationalities. Case 5: Grooming Etiquette Mr. Cheng is the general manager of a luxury hotel. He learned that the chairman of a Japanese international airline was in the city for a visit and was seeking business opportunities for a joint project. Mr. Cheng was lucky to be invited to meet the chairman and discuss the partnership plan. On the day of the meeting, Mr. Cheng took time to dress up. According to his general understanding of fashion, he wore a leather jacket, a pair of jeans and a baseball cap. Undoubtedly, he wished to impress the guest as smart, capable and stylish. However, contrary to his expectation, the way he dresses deemed fashionable ruined his business opportunity.
Case 5: Analysis According to practice, everyone should pay attention to his appearance and apparel in social activities. The first impression is especially important in meeting people for the first time. Mr. Cheng’s first meeting with the foreign guest was a formal contact. He should wear suits to show his respect for others. However, he failed to do so. His stylish clothes gave the visiting guest the impression of casual, unconventional and disrespectful. Self-check
UNIT 3 FOOD & BEVERAGE SERVICE Vocabulary Practice Vocabulary file (1)
Maitre’d - a person in charge of a restaurant who tells guests where to sit and waiters what to do, etc. Chef – a skilled, usually male cook, especially the chef cook in a hotel or restaurant. Steward - a restaurant employee who serves wines and sometimes other drinks. The person is called the sommelier in French, an expression also is used in English. Waiter - an employee in a restaurant who goes to the customers’ tables, takes their orders and then brings the prepared food to the tables. Room Service – the supplying, on demand, of food and beverage service to the guests rooms of a hotel. Captain – the employee who seats a guest in a restaurant.
to seat any number of participants and to arrange the tables in any order. Reading
Food and Beverage Department - Restaurants Every modern hotel offers some form of food and beverage service. In some, facilities are available only for a continental breakfast – that is, a light meal of bread or rolls and coffee – while others have a small coffee shop or restaurant on the premises. Large hotels, including the more luxurious resort hotels, usually offer a great variety of restaurants and bars for their guests to choose from. They are very luxurious restaurants, formal luxury restaurants, informal restaurants, coffee-shops, snack-bars, fast-food restaurants, night clubs and bars. The restaurants may have different price ranges and/or different menus. The super deluxe and deluxe hotels have a wide range of restaurants and bars of different types and cuisines. At least one of them is open round the clock. Other hotels may have just one restaurant, one coffee-shop and one bar. Besides, all expensive hotels have a round-the-clock room service which is a hotel arrangement when food and drinks are served into a guest’s room. Food and beverage service is a major factor in hotel operation. In some large hotels, the income derived from this source actually exceeds income from room rentals. The food and beverage income in many hotels is increased by providing service for banquets and conventions. A hotel restaurant may serve individuals or groups. When a restaurant serves individuals it usually offers a la carte menus. When a hotel restaurant serves groups it provides table d'hote menus. A hotel restaurant may prepare light meals, such as a continental breakfast. A continental breakfast includes juice, rolls, butter, jam and tea or coffee. A hotel restaurant may prepare a full English breakfast. It is a meal of juice, cereals, bacon and eggs, toast and marmalade, tea or coffee. The rate, when the hotels offer accommodation and breakfast, has got the name of “bed & breakfast”. A hotel restaurant may prepare both breakfast and one full meal: lunch or dinner. The rate, when the hotels offer accommodation, breakfast and one full meal, has got the name of “half board”. A hotel restaurant may prepare breakfast, full lunch and full dinner. The rate, when the hotels offer accommodation and three meals, has got the name of “full board”. The food and beverage department is in charge of room service, too. When the hotel guests want to have their food and beverages in their rooms, the hotel provides this service. The food and beverage manager is a key member of the management staff. He has the overall responsibility for planning the food and drink operation and purchasing the hundreds of items that are necessary for the restaurants and bars. Because food can spoil quickly, ordering supplies is a daily activity. In a very large establishment, two people may be assigned to the task, one to order food and the other to order wines and spirits. The food and beverage manager’s staff may also include a storekeeper who stores food and beverages and kitchen supplies. The kitchen itself is almost a separate kingdom within the hotel. The head cook or chef is the boss. The chef is responsible for planning the menus and for supervising the work of the other chefs and cooks. Depending on the size of the establishments, several assistant chefs report to the chef. These include a sauce chef, a salad chef, a vegetable chef and so on. Under the supervision of the chefs are the cooks who actually cook food and place it on the plates for waiters to pick it up. Under the cook’s supervision are the kitchen helpers who peel potatoes, cut up vegetables and bring food from the store room to the kitchen. The kitchen staff also includes dishwashers. In the restaurant as well as in the kitchen, there are also different kinds of jobs. The person who seats the guests is called captain or maitre d’ or a hostess if a woman. The meals are served by waiters or waitresses. Most restaurants also employ busboys who pour water, clear and set tables and perform other similar chores. In a restaurant there is often an employee called the wine steward or sommelier, who takes orders for wines and other alcoholic drinks. Finally, there are cashiers who receive payment or signed bills from the guests. When the guest puts his restaurant bill on his hotel account, this information must be passed along to the accounting office as quickly as possible. The catering department is also very important for the hotel operation. It is in charge of handling all kinds of banquets. The catering department deals with a banquet, a reception, a presentation, a convention or an exhibition. It serves refreshments during meetings, between seminars and arranges tea and coffee breaks. The catering department has got special function rooms with facilities to seat any number of participants and to arrange the tables in any order. |
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