Read through the statements below, listen again, and complete the sentences.

1. Diane depends upon her _____ to help her recommend appropriate hotels for her clients.

2. Diane’s clients usually make an ____ of the hotels she has recommended.

3. It is ______for her to visit fourteen hotels in one day.

4. For her groups, the three most important areas in a hotel are the _______, the ____, and the ______.

5. Hotels keep Diane up-to-date by _____ and by ______.

6. Trade magazines are useful for information about ______.

7. To meet people in the industry she goes to ______.

8. Diane ________ inspects the hotels she recommends.

45.Donald Carter, the Front Office Manager of the Fir Tree Hotel, and a new trainee Assistant Manager, Peter Makeland, are waiting in the Group Check-in Lounge for a group to arrive. Listen to their conversation and complete the group check-in list below.

Group Check-in List Group name Endo group Tour leader’s name and room no. ________________________________ Checked in by _______________________________________________ Group rooms allocated by Reception Manager Rooms: Single 27 Twin 10 Triples 2 Suites - Total 39 Rooming list to _____________________________________________ Passport list collected _________________________________________ Yes/No ____________________________________________________ Voucher collected ____________________________________________ Yes/No ____________________________________________________ Food & Beverage bleep answered by _____________________________ Additional remarks __________________________________________ Supervisor’s signature ________________________________________

Look at the rooming list sent to the guide escorting the Koala Tours 'Sydney Opera’ group and answer the following questions.

1. Where is the group staying?

2. How many rooms are required altogether?

3. How many groups of three or more are there? What size are they?

4. Who has the concert tickets?

5. Who probably has difficulty with stairs?

 

 

Koala Tours 15 Cook Road, Sydney Tel. No. Reservations 2-226-31 50 OPERATIONS 2-226-6079 ACCOUNTS 2-226-9596 Leader Drabble Hylodge Hotel, Sydney Sydney Opera 14 Nov 20 ___ 1 night Rooming list Double with facilities CC Mr/ Mrs B Dolamore CC Mr/ Mrs A Williams 2 double with facilities – 4 pax Triple with facilities LF Miss J Tattum/ Mrs F Tattum Mrs D Hughes 1 triple with facilities – 3 pax Single with facilities Driver Has Tix 1 single with facilities – 1 pax Twin with facilities AA Mr/ Mrs Roberts AA Mr/ Mrs Baker Mrs N Banks/ Mrs S Jones Mr/ Mrs L Dunbar Mrs Dyment/ Mrs W Noyes DD Mrs F Elson/ Mrs T Mullen Mrs Fletcher/ Mrs K Cousineau Mrs J M Grant/ Miss J Grant Mrs J Griffiths/ Mrs V Miller Mrs J Hill/ Miss R Hill Mrs W Hughes/ S Miss Hughes Mrs M Morris/ Miss S Morris Mrs J Macdougall/ Mrs N Jones Mr/ Mrs M Roberts FS Miss M Roberts/ Miss Williams DD Mrs B Scott. Mrs K Willcock Mrs S Taylor/ Mrs J Ravenscroft BB T Evans/ G Davis BB Mrs Thomas/ Burke BB M Pumford/ R Williams BB A Needham/ J Needham 21 twin with facilities – 42 pax Special requests FS Front seat requested LF Low floor requested AA Travelling together BB Travelling together CC Travelling together DD Travelling together Total – 50 pax Koala Tours guide (Coach only) Total on coach - 51

Role play activity

Role play the situation.

Student A

You are a tour operator. Before making a contract you are going to interview a hotel manager to see if the hotel meets your company’s requirements. Read the extract below, then decide exactly what requirements your company needs.

Student В

You are a hotel manager. Read the extract below and decide exactly what facilities you have to offer in your hotel. See if they meet the tour operator’s requirements.

The hotels

In addition to operators spelling out their exact requirements in terms of rooms - required numbers of singles, doubles, twins; with or without private facilities; whether with balconies or sea view; and with what catering provision, e.g. rooms only with breakfast, half board or full board - they must also clarify a number of other issues. These include:

· reservations and registration procedures (including issue of any vouchers);

· accommodation requirements for any representatives or couriers (usually provided free);

· handling procedures and fees charged for porterage;

· special facilities available or needed, such as catering for handicapped customers, or special catering requirements (kosher, vegetarian, etc.);

· languages spoken by hotel staff;

· systems of payment by guests for drinks or other extras;

· reassurance on suitable fire and safety precautions;

· if appropriate, suitable space for a representative's desk and notice board.

It is also as well to check the availability of alternative hotel accommodation of a comparable standard in the event of over­booking.

Ancillary services

Similar negotiations will take place with locally-based incoming operators and coach companies to provide the coach transfers between airport and hotels and any optional excursions. Car hire companies may also be approached to negotiate commission rates on sales.

Negotiations

Reading

Tour operators and hotels have to hold detailed discussions before signing contracts. During these discussions the parties must try to negotiate the best deal. You are going to read an article on how to negotiate successfully.