Use proper words and phrases in the box to complete the sentences.

 

 

 

1. Hotel restaurants cater to both_____________ and to the general public.

2. Large hotels have two restaurants: an upscale restaurant and____________ of restaurant.

3. The capture rate is a reliable basis for forecasting __________expected in the restaurant.

4. It is a good idea to show guests the restaurants and _____ before they go to their rooms.

5. A greater degree of _____ demands additional food prepara­tion and service skills and training.

6. Most hotels try to convert _____ from a necessary amenity to a profit center.

Say whether the following statements are true or false. Comment on the true statements and correct the false ones.

1.Unlike free-standing restaurants, hotel restaurants are run by res­taurant managers.

2.It is rather hard for hotels to coax hotel guests into the restau­rants.

3.Both hotel restaurants and free-standing restaurants have separate entrances and exits.

4.Since hotel guests are quite predictable, restaurant managers are not faced with problems.

5.Hotels will operate at a profit if most guests prefer to dine in the restaurant during their stay.

6. Free-standing restaurants offer greater degrees of service sophisti­cation in comparison with hotel restaurants.

7.It is restaurant managers who are generally responsible for hiring and training employees.

8.Some hotels make the restaurants responsible for their own profit and loss statements.

9.If all guests always dine out, no problems can arise.

10.Compared to hotel restaurants, it is more difficult for free­standing (independent) ones to operate at a profit.

 

11. Define optimum ways and means of forecasting the number of expected restaurant guests. The following words and phrases will come in handy:

• to cater to hotel guests

• if possible

• to coax hotel guests into the restaurant

• the general public

• to be not always predictable

• to prefer

• to eat outside of the hotel

• to keep a diary

• to consider

• for any meal

• the «capture rate»

• to couple with historic and banquet activity

• hotel occupancy

• a reliable basis for forecasting

12. Work in pairs:

a) Look at the following words and phrases and think of a story that might combine them all. You may reorder them in any way you like using any form of the verb:

• owned two restaurants
• signature or upscale
• midpriced casual coffee-shop type of restaurant
• placed greater emphasis on service
• food preparation
• increasing need for professionalism
• hired an experienced chef and cooks
• played a significant role
• was necessary
• found new opportunities.
• made a critical decision
• responded to the demands of the guests
• worked in close cooperation with the hotel GM
• would become a good source of income

b) When you have decided upon the story, tell it to your partner. Then listen to that of your partner. Ask each other as many questions as you can to leam further details or clarify some points.

Entitle the paragraphs beginning with the words:

Hotel restaurants are run by...

Some restaurant managers work...

Divide the text into other logical parts and entitle each of them.

Give a summary of the text.

 

Case Study

Case 1

Background:

Managers of different hotel restaurants are often faced with similar problems that sometimes are rather difficult to solve.

Read both supporting texts and provide detailed answers to the case questions below.

Text 1

ENSURING GUEST SATISFACTION

The Sunnyvale Hotel is operated by a major hotel management cor­poration. In order to ensure guest satisfaction, 300 survey forms each containing sixty-five questions are mailed to guests each month. Nor­mally, about seventy of the forms are returned. The hotel company cate­gorizes the guest satisfaction scores obtained into colored zones with green being the best, then clear and yellow, and red being the worst. Scores can be compared with those of equivalent hotels.

The most recent survey indicated a significant decline for the Sea Grill Restaurant with scores in the red zone. Guests' concerns were in the following areas: hostess attentiveness, spread of service, and quality of food.

Upon investigation, the director of food and beverage also realized that the name of the restaurant, «Sea Grill», was not appropriate for the type of restaurant being operated. When asked, some guests commented that «it's a bit odd to eat breakfast in a fish place* [1, 191].

 

 

Vocabulary notes

form                                              зд. бланк

to mail                                           отправлять по почте

clear                                              зд. бесцветный, прозрачный

decline                                          спад

to be appropriate                           зд. соответствовать

place                                              зд. ресторан

fish place                                       ресторан, специализирующийся на рыбных блюдах

 

Case questions:

1. Whom is the Sunnyvale Hotel operated by?

2. What is mailed to guests each month? Why?

3. How does the hotel company categorize the guest satisfaction scores?

4. What did the most recent survey indicate?

5. Why isn't the name «Sea Grill» appropriate for this type of res­taurant?

Discussion question:

What would you do, as director of food and beverage, to get the guest satisfaction scores back into the clear or green zones?

Text 2