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otel developer/owner who has access to the national reservation system. Hotels that are members of the reservation system are more than able to justify these costs: for example, a chain property may obtain 15 – 30% of its daily room rentals from the national reservation system. This depends on local economic and market conditions. Compared to the costs incurred by an independent property that must generate every single room sale with individual marketing and sale efforts, franchise referral costs seems minimal. English for Tourism page 68 Sources of reservations Corporate clients Group travelers Pleasure travelers Current guests Besides, hotels also need to forecast reservations, manage the overbooking, and process guest reservations. Major Reservation Systems Hotel Reservation system Holiday Inn Holidex 2000 Choice Hotels International Choice 2001 Intercontinental Hotels Global II Hospitality International Reservahost Marriott International MARSHA III Travelodge Fortress II Generally, reservations ensure that corporate, group, and pleasure travelers will have accommodations at their destination and provide the hotel with a steady flow of business. Determining the sources of these reservations assists the front office manager in developing procedures to satisfy the needs of the guest. The traveler can use various means to make reservations, such as toll-free telephone numbers, fax numbers, and the Internet. The room forecast is used to communicate occupancy status to other departments in the hotel. Overbooking, used to balance no-shows and understays, can be carefully structured using the occupancy management formula. Computerized reservations systems also help FO managers to manage guest information database, dates of arrival, length of stay, etc. confirmed and guaranteed reservations assure the guest of accommodations on arrival, with various degrees of assurance based on time of arrival and willingness to prepay. These levels of assurance also affect the financial success of the hotel. Some lodging properties continue to process reservations using traditional, non-computerized system. All elements combine to provide means of access for the guest and a technique for marketing rooms for the hotel. The front office manager is responsible for providing this service to the guest. From Hotel Front Office Management (1996) Decide whether the following statements True or False.. a........ Making reservations is one of the ways to market the hotel industry. b........ A reservation system is used to affect negatively all aspects of managing a hotel. c........ An efficient reservation system will enhance business and ensure to satisfy the guest. d........ A well-organized reservation system helps to obtain higher room rate and increase the income. e........ Reservation sources are various, from corporate clients to current guests. English for Tourism page 69 3. Vocabulary Match the different types of guests to their definitions. Corporate clients Current guests Group travelers Guests with confirmed reservations Guests with Guaranteed reservations Pleasure travelers Stayovers Understays Walk-in guests The Guest Definitions Guests without reservations, a welcome sector of the hotel market, usually increasing in heavy tourist seasons, special tourist events, conventions, and the like. Guests who arrive on time but decide to leave before their predicted date of departure. Currently registered guests who wish to extend their stay beyond the time for which they made reservations. Prospective guests who have made a contract with the hotel for a guest room, represent a less volatile group because the guest provides a credit card number to hold a room reservation. Prospective guests who have a reversation for accommodations that is honored until specified time, represent the critical element in no-shows. After that time, the hotel is under no obligation to hold a reservation. Guests who are registered in the hotel. Guests who travel alone or with others to visit points of interests or relatives, or for other personal reasons. These travelers, who are often unrestricted by dealines or schedules, are more flexible in their travel plans. Guests who are traveling as a group either for business or for pleasure. Convention guests and seminar attendees are examples of groups that travel on business. Participants in organized tours tend to pursue recreation, education, and hobbies, and special interests constitute some of the pleasure segment. Guests who are employed by a business or are guests of that business. English for Tourism page 70 SECTION 3 DO YOU REMEMBER? 1. What are the documents used in taking reservations? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 2. In order to ask questions politely, what structures does the receptionist usually use? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 3. Explain the important role of making reservations in the hotel management. ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 4. Joke down different types of guests contributing to endure the stable flow of guest into lodging establishments. ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… English for Tourism page 71 Unit 10 HOTEL CHECK-IN SECTION 1 LANGUAGE FOCUS 1. Structure Making polite requests or suggestions to the guest If you'd (just) like ... If I could just ask you to... Note The if-clause can stand on its own: Ex: If you'd like to fill in this form. (This is enough as a request) But it can also be followed by a clause with WILL: Ex: If you'd like to fill in this form, I'll give you the key. Responding to requests by guests Yes, of course. Yes indeed. Certainly. No problem. Expressions of check-in - Phrases when the guest checks in What was the name, please? Ah, yes... One moment, please. Just a moment, please. Just a moment till I find it. Here we are. I've got it here. That's fine. I've put you in Room (234). It's on the (2nd) floor. The porter will take you up to your room. I'll get the porter to take your luggage up for you. - Questions to help to fill in the forms Can I have your...? How do you spell that? And your ...? English for Tourism page 72 Can you tell me your...? Where are you going after this? How are you going to pay? - Some headings on the check-in forms Surname Family name First name (Forenames, prenames) Occupation Nationality Place of birth Next destination Method of payment Occupants (of a room) PRACTICE 1. Here are some inquiries and answers you could hear at the time of check-in. Match the parts of the receptionist’s answers. Match the answers of the receptionist with the inquiries of the guest. The first one is done for you. RECEPTIONIST A. Certainly. If you'd like to give me your passport,... B. Yes. If you'd like to fill in this card,... C. No problem. If you'd like to hang a "DO NOT DISTURB" card on your door handle,... D. Yes indeed. If you'd like to go to the coffee shop,... E. Yes. If you'd like to fill in a request to room service,... F. Yes, of course. If you'd like to follow the porter,... G. Certainly. If you'd like to write the time on this slip,... H. Yes. If you'd like to look at this leaflet,... aa. you can get a light meal. bb. he’ll take you up. cc. I can fill in some of the details. dd. she won't knock on your door. ee. it will tell you all about our services. ff. I'll give you the key to the room. gg. they can serve your breakfast in your room at any time. hh. the Duty Receptionist will give you a call. A…cc… B…… C…… D…… E….. F….. G…… H…… English for Tourism page 73 GUEST 1. Can I go up to the room now? ……… 2. Can I check in now? ……… 3. Can you give me information about hotel services?……… 4. Can you give me a wake-up call in the morning? ……… 5. Can I get a snack before I go up to the room? ……… 6. Can you fill in the registration form for me? I have to make a phone call….…A cc…… 7. Can you tell the room maid not to clean the room in the morning? I want to sleep late.……… 8. Can I get an early breakfast? I have to catch a plane at 6.30.……… 2. Read the conversations. The parts are not in the correct order. (1). Which parts are spoken by the guest? Mark the parts with a "G". (2). Which parts are spoken by the receptionist? Mark the parts with an "R". (3). Write numbers on the lines. (4). Then act out the conversations with a partner. CONVERSATION 1 __________: That's fine. Here's the key – room 207, on the second floor. If you would just fill in this form, the porter will take your luggage up to the room. (__) __________: Good morning madam. May I help you? (__) __________: Yes. I'd like to check in. (__) __________: Yes, I made a reservation by telephone. The name is Lepage – Lilianne Lepage. I made a reservation for myself and my sister. (__) __________: That's right. (__) __________: Ah yes. One moment. I've got it here. Lepage. A twin room. (__) __________: Do you have a reservation? (__) CONVERSATION 2 __________: Er... the name is Schultz. I have a reservation. (__) __________: Yes, a single room, with bathroom. (__) __________: Yes of course. I'll get the porters to take it up for you. (__) __________: Right. Just a moment till I find it. Yes... here we are... Mr. Schultz, single room. (__) ___________: O.K. now, we've put you in Room 403, which is on the fourth floor, overlooking the hotel gardens. The rate is $100. (__) __________: Can I help you sir? (__) __________: Well, that sounds fine. (__) __________: O.K. I'll do that. By the way, I've got some heavy luggage in the car. Can you get someone to help me with it? (__) __________: Good. And before you go up, if I could ask you to fill in the registration card. (__) English for Tourism page 74 3. Work in pairs. Take turn to be the receptionist and the guest. Ask for and give personal information for the registration card. English for Tourism page 75 SECTION 2 READING 1. Pre-reading Discuss the following questions. 1. When does the check-in take place? 2. What is the role of the check-in in the hotel business? 3. What is the important information needed in the check-in? 4. What departments in the hotel are needed to corporate with the front office? 5. What is the most improtant factor to make the check-in service impressive to the guest? 2. Reading: GUEST REGISTRATION One of the first opportunities for face-to-face contact with a hotel occurs when the guest registers. At this time, all the marketing efforts and computerized reservation systems should come together. Will the guest receive what has been advertised and promised? The front desk clerk who is well trained in the registraton process must be able to portray the hotel in a positive manner. This good first impression will help ensure an enjoyable visit. The first step in the guest registration process begins with capturing guest data such as name, address, zip code, length of stay, company affiliation, etc., which are needed during his or her stay and after departure. Various departments in the hotel require this information to provide service to the guest. The registration process continues with the extension of credit, room selection, room rate application, opportunity to sell hotel services, room key assignment, and folio processing. Continually efficient performance of the registration process is essential to ensuring hospitality for all guests and profitability for the hotel. Lisa Rickman is front office manager of the Westin Crown Center, Kansas City, Missouri. She has held the positions as front office agent, night auditor, night supervisor, relief night manager, night manager, and assistant day manager. Ms. Rickman says that the first contact any guest receives is very critical to their overall stay. If a guest receives a warm reception from the beginning experience on the front drive, followed by a smooth and friendly check-in, more than likely the overall stay will be memorable and pleasant. The result of this encounter will be positive, free publicity from this guest and a loyal repeat customer. She states that employee training in conflict resolution and customer service is important to ensure that the first guest contact experience is positive. Feedback from guests is also an important part of providing quality guest services. Corporate guest surveys can yield information on specific areas as well as overall stay satisfaction. In-house guest surveys provide more immediate feedback from guests and highlight areas for improvement. Telephone surveys are used to provide information on guest satisfaction. English for Tourism page 76 Ms. Rickman feels that customer service issues are very critical to the overall business. Each person who checks in will tell two people who will also tell two people. One of the most important elements of a guest’s stay is the service received in the first ten minutes of arrival. (from Hotel Front Office Management) 1. Decide whether the following statements true or false. a........ When the guest registers, only the front office deals with the registration process. b........ The staff at the reception needs good training to offer impressive services at the first meeting. c........ All the guest data was already recorded when the guest made the reservation. d........ The hospitality for all guests and profitability for the hotel are guaranteed with the efficient registration process. e........ The hotel needs to make surveys to get the feedback from the guests to ensure quality guest services. 2. Number the following steps in the correct order. Guest registration procedures … Front desk clerk assigns room rate. … Front desk clerk discusses sales opportunities for hotel products and services with guest. … Front desk clerk makes room selection. … Front desk clerk processes folio. … Front desk clerk provides room key. … Front desk clerk inquires about guest reservation. … Front desk clerk makes room assignment. … Front desk clerk projects hospitality toward the guest. … Front desk clerk reviews completeness of registration card. … Front desk clerk verifies credit. … Guest completes registration card. … Guest requests to check into the hotel. English for Tourism page 77 SECTION 3 DO YOU REMEMBER? 1. What do you need when the guest asks for the check-in? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 2. Why is the registration process so important? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 3. What are the steps in the registration procedures? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 4. Who involves in the registration process? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… 5. After the guest checks in, does the front desk office complete his/her duties? ………………………………………………………………………………………… ………………………………………………………………………………………… ………………………………………………………………………………………… English for Tourism page 78 Unit 11 HOTEL CHECKOUT SECTION 1 LANGUAGE FOCUS 1. Structures Dealing with the checkout Politely expressing requests Would you…please? Ex: Would you sign here please? Expressions to learn How are you paying? Service and tax are included. Would you sign here, please? Your signature here, please. Here’s your receipt. Do you have some form of identification? Don’t worry sir. I’ll stamp it. PRACTICE 1. Read the conversation at the cashier’s office. The parts are not in the correct order. Which parts are spoken by the guest? Mark the parts with a "G". Which parts are spoken by the cashier? Mark the parts with an "C". Write numbers on the lines. Then act out the conversation with a partner. ______: Ah, so service is included. Don’t you go in for tipping then in Finland? ______: Certainly sir. It’s Mr. Arkwright isn’t it? ______: Certainly sir. May I have the card please? ______: Good morning sir. Can I help you? ______: Here you are. ______: I’d like to settle my bill. ______: Just a moment sir… Here we are. Four nights at 93 marks, and here are the meals that you had at the hotel. That makes a total of 665 marks. ______: Not very much sir. ______: Right. Now can I pay by Eurocard? ______: That’s right. I’m leaving today, so I’d like to have my bill. ______: That’s the twelve and a half per cent service charge. ______: Um- what’s is this amount here? English for Tourism page 79 ______: Would you sign here please? 2. Listen to the tape and tick the table with details of the bill. St. James Hotel BILL RECORD CARD Bill No. 692 Name of guest Adams Cash Service incl. Credit card VAT Cheques Receipt Bankers card Cashier PMS Dealing with the bill payment - Explaining the bill: (Item number…) is (money) for … Ex: Item six is 15 marks for the garage. - Expressions to learn The first number is your room number 222 That comes to 258 marks altoggether. The second entry here is the restaurant. Item 9 is a mistake. I’m afraid I can’t make it any less for you. English for Tourism page 80 PRACTICE 1. Listen to the tape and answer these questions. 1. How many items are there in the bill? 2. How many are the mistakes and corrected? 3. Is the receptionist helpful? Does she explain the bill clearly? The bill of Mr. Robert Colyer. Name ROBERT COLYER Hometown Edinburgh Room number 222 No. of persons 1 Price 140 Date 26.6 1 1 555526 N0 000222 : : ROOM NUMBER 2 A 003300 : RAV RESTAURANT STEAK HOUSE 3 A7 002200 : PUH TELEPHONE 4 555526 US 005300 : : 5 B 001500 DEB : 6 B 003476 : HOT PALV GARAGE 7 B9 010276 : RAV RESTAURANT MAIN LUNCH 8 559526 US 010726 : : 9 B 014000 DEB : A MISTAKE 10 B 024726 : HUON ROOM RATE 11 562526 US 024726 : : 12 B 010726 DEB : 13 B 010276 KRED : MISTAKE CORRECTED 14 B 024276 DEB : 15 565526 US 024276 : : 16 A 021200 DEB : CORRECTED TOTAL 17 A5 000400 : RAV BREAKFAST 18 A 025876 : PORT RECEPTIION PAPERS 19 No. 004774 568527 US : : TOTAL 20 21 English for Tourism page 81 2. Look at the sample bill and take turns to practice to explain it with your partner. The sample Bill Name BERNARD LEGROS Hometown Paris, France Room number 365 No. of persons 1 Price 135:- Date 3.4.98 1 989≥-3 N0 000356 : : 2 B 001240 : PUH 3 B 002000 : HOT PALV 4 989≥-3 US 003240 : : 5 B 003420 DEB : 6 B 013500 : HUON 7 990≥-3 US 016920 : : 8 B 016920 DEB : 9 B 003420 KRED : 10 B 003240 DEB : 11 991≥-3 US 016740 : : 12 B 016740 DEB : 13 B 001240 KORJ : 14 B 001240 : RAV 15 992≥-3 US 016740 : : 16 A 016740 DEB : 17 A 001500 : RAV 18 994≥-4 US 018240 : : 19 No. 004841 20 21 English for Tourism page 82 SECTION 2 READING 1. Pre-reading Discuss the following questions. 1. When the guest checks out, what happens if the communication breaks down? 2. Who involves in the checkout process? 3. What should the receptionist be like when dealing with the checkout? 2. Reading: GUEST CHECKOUT Guest checkout can indeed be a time of confusion, short tempers, and long lines, a test of the patience of both the guest and cashier. Think of the last time you checked out of a hotel. How did it go? Was the cashier courteous and hospitable? If not, were you angry because of his or her indifference? Always remember what it is like to be a guest. It will serve you well throughout your career in the hospitality industry. The checkout process is not a difficult procedure to understand and to implement; however, it does require planning in order to organize the details of this part of the guest’s stay. Richard Shulkey is front office manager at the Hotel Plaza Pontchartrain in Detroit, Michigan. He states that if communication breaks down, it can affect the guest and the hotel financially. He feels everyone needds to be proactive, anticipating that there will be guests who are using cash instead of credit cards. He says they try to see that a list of cash payers are given to the respective cashiers in the morning or just before special functions. This is important because cash customers have not established credit. He concludes by saying that if his staff anticipates the guest’s needs and potential charges, and updates the guest’s bill immediately, it improves the guest’s satisfaction. He describes the importance of communication in billing the guests who attend a jazz concert held every year. This concert is not linked totheir computer guest accounting system, so communication between the front desk and the cashiers is crucial. Otherwise they could lose hundreds of dollars per guest. He says before the event they provide the cashiers with each person’s credit record. They also make it easy for the guest to establish credit at the event; this information needs to be transferred to the front desk. The credit information is held in confidence and is updated periodically. He says that the front desk and the various cashiers’ stations flag the files of guests who are running out of credit and check to see if a guest is having problems with the hotel credit procedures. Generally, it is important to communicate late charges to the front office and notify various point-of-sale areas about checkouts. It is also vital to communicate among the housekeeping department, the food and beverage department, and the front office to strengthen service and to ensure the profitable lodging property. The guest history, from which guest data are grouped and analyzed, was presented as an essential source of marketing feedback. From Hotel Front Office Management (1996) English for Tourism page 83 1. Decide whether the following statement true or false. a........ It is the time the receptionist easily goes through. b........ If the guest has queries about the payment, the communication will break down. c........ Richard Shulkey gives the example to describe the broken down communication. d........ Like the check-in, the checkout needs the cooperation among different departments. 2. Number the following steps in the correct order. Guest checkout procedures … Folio and related documents are filed for the night audit. … Front desk clerk retrieves folio. … Front desk clerk communicates guest departure to housekeeping and other departments in the hotel. … Front desk clerk inquires about additional reservations. … Front desk clerk inquires about quality of products and services. … Front desk clerk reviews folio for completeness. … Guest requests checkout. … Guest returns key to front desk clerk. … Guest reviews charges and payments. … Method of payment is determined. … Payment is made. … The room rack slip and information rack slip are removed. English for Tourism page 84 Unit 12 Handling Complaints SECTION 1 LANGUAGE FOCUS 1. Structures Dealing with problems A. As a receptionist, it may not be your job to help guests personally with their needs, but you can organize things that should have been done for them. Ex: Guest: My room hasn’t been cleaned. Receptionist: The maids should have cleaned it. Or It should have been cleaned. B. After saying that something should have been done, you need to tell the guest that you will deal with the problem. Ex: Guest: Our room hasn’t been cleaned. Receptionist: It should have been cleaned. I’ll contact Housekeeping straight away. C. You should say sorry if it is the fault of the hotel and say something polite if the fault is the guest’s. Ex: Guest: The sheets are dirty. They need replacing. Receptionist: I am very sorry sir. They should have replaced. I’ll contact Housekeeping straight away. Ex: Guest: I’m afraid I’ve knocked the vase down. Receptionist: It’s all right. I’ll send someone up to clear up the pieces and bring another one for you. Apologizing a. I’m _________ (for a small problem; for example, if there is no tray on the table). b. I’m ________ sorry /I’m very sorry (for more serious problem; for example, if some food is not fresh). c. I’m __________ sorry (for a really serious problem; for example, if the waiter Has spilt some food on a customer’s clothing). Asking about problems a. What seems to be the ___________, sir/madam? (formal) b. _________’s the problem, sir/madam? c. Is __________ a problem, sir/madam? Maintaining the customer’s confidence a. I’ll/we’ll (try to) make ________ you enjoy your meal. b. I think (hope) you’ll _________ your stay. Promising an action. I’ll bring one up for you. I’ll bring some up for you. English for Tourism page 85 I’ll send someone up to ............... it at once/ right away/ immediately. I’ll have it …. I’ll change it __________ you immediately. I’ll __________ the Head Waiter about that. Would you like to __________ something else? We’ll be __________ to pay the cleaning bill. _________I have the chef heat this up for you? Attracting a customer’s attention __________ me, sir/madam. Polite refusals I’m ___________ (= I regret) that won’t be ____________. Expressing sympathy I ___________ how you feel, sir/madam. Explaining regulations with have to and may not Gentlemen ___________ wear jacket and ties. Ladies ____________ not wear casual trouser. Suggesting other courses of action __________ you __________ like to borrow a tie? Perhaps you __________ leave your dog in your car? We ____________ lend you a jacket. Insisting about regulations We have to ____________ the regulations. How to say when that is the guest’s fault Some things aren’t the faults of the hotel. However, it is very important to deal with the guest’s faults politely and reasonably. No guests are pleased with talking about their faults. Ex: Guest: I am afraid I’ve knocked over a plate of food. Receptionist: It’s all right. I’ll clean everything up. 2. Vocabulary Some mistakes of the guest • Knock over a plate of food a vase of flowers • Break a glass • Spill some face powder on the floor some milk on the carpet • Pull the curtain down an electric wire out of the plug a towel rail out of the wall • Drop the breakfast tray on the floor • Tear the sheets • Children draw a picture on the wall English for Tourism page 86 What a room maid can do • Clean everything up • Bring another one • Use the vacuum cleaner on it • Wipe it off • Bring a new one • Put it up again • Replace it • Clear everything up • Change it • Mop it • Clear up the pieces • Screw it back Verbs of cleaning and housekeeping • Brush • Clean up (dirt, liquid) • Clear up (object, pieces) • Dust • Empty • Fill • Screw it back • Mop up • Refill • Replace • Vacuum • Water (a plant) • Wipe • Wipe off (a mark) Expressions of errors and damage • Broken • Cracked • Dirty • Dusty • Empty • Full of • Greasy • Missing • Not working • Out of order • Torn PRACTICE Hotel Problems a. Problems in hotel reservations Situation: However, the receptionist, who took his/her reservation, noted a wrong spelling of his/her name in the record, so the room is occupied now by another person. In groups, discuss the solution and suggest what to say to him/her. b. Problems in check-in Situation 1: A group of guests come in at the same time, and they are all very tired of a long journey. Everyone in the group all want to check in first. In groups, discuss the solution to deal with the situation. Situation 2: A guest walks in and says he/she has no reservation. He/She really wants a room for two nights, but the hotel is full. In groups, discuss the solution to deal with walk-in guests and offer help if possible to make the good impression about the hotel. c. Problems during the guest’s staying Listen and fill in the gaps in the complaints. Then, look at the tapescript and practise with your partners. Observe how the employees in the hotel deal with the complaints. 1) My room ________ hasn’t been ________ since the last guest. The carpet’s ________, the bed’s ________ and the bathroom_______ _______touched. 2) Our room isn’t ready for us. ________ ________ no towels, ________, or toilet paper in the ________. English for Tourism page 87 3) Can you do something about the ________ in my room? It’s only running ________ ________. And the ________ ________ in my bedside lamp ________ ________. 4) The ________ in 302 next door to me is ________. I ________ ________ d. Problems in hotel check-out Speaking Situation 1: A guest is checking out, but the housekeeping announces not to find the remote control. In groups, discuss the solution and suggest what to say to him/her. Situation 2: A guest has just finished his/her check-out. S/He is going to the airport to fly back home. In groups, discuss what to do while s/he is waiting for his/her taxi. Listening Listen and tick which expressions are in the conversation. … I hope you enjoyed your stay. … We did very much thank you. … We’ve flying to …………….today. … We’re going to see……….. … This looks like your taxi. … I hope we’ll see you again. … Have a pleasant trip. … Safe journey. e. Problems in payment Listening Listen to the tape and tick the table with details of the bill. St. James Hotel BILL RECORD CARD Bill No. 692 Name of guest Adams Cash Service incl. Credit card VAT Cheques Receipt Bankers card Cashier PMS Listen to the tape again and tick which expressions are in the conversation. … How are you paying? … Service and tax are included. … Would you sign here, please? … Your signature here, please. … Here’s your receipt. … Do you have some form of identification? … Don’t worry sir. I’ll stamp it. Speaking Work with your partner using the role cards in order to deal with a guest’s payment queries Restaurant Problems Work with a partner. Take turns to be A (a waiter/waitress) and B (a customer). Use the table below to act out the situations. A. waiter/waitress Attracts customer’s attention, if necessary Excuse me, sir/ madam. Apologizes I’m (very) sorry, (sir/madam). Explains regulation (As in Exercise 7a) Makes a helpful suggestion, if possible (As in Exercise 7B) B. Customer English for Tourism page 88 Agrees OK! Fine ! / Oh, all right! / Right! Thanks Thank you very much, sir/madam OR Disagrees I think that’s a bit unreasonable. Why? Oh, I think that’s nonsense. Insists politely I’m very sorry, sir/ madam, but we have to observe the regulations. I’m sure you understand. English for Tourism page 89 Section 3 DO YOU REMEMBER? What may you say when you want to: Ask about problems? Make excuses? Maintain the customer’s confidence? Offer action? Attract a customer’s attention? Make polite refusals? Express sympathy? Explain regulations? Suggest other courses of action? Insist about regulations? FURTHER READING SOURCE: Vietnam Tourism Administration Website ( Situated in the North-East region of Vietnam, Halong Bay is a bay in the Gulf of Tonkin comprised of regions of Halong City, the township of Cam Pha, and a part of the island district of Van Don. Halong Bay borders Cat Ba Island in the southwest, the East Sea in the east, and the mainland, creating a 120 km coastline. English for Tourism page 90 Halong Bay is made up of 1,969 islands of various sizes, 989 of which have been given names. There are two kinds of islands, limestone and schist, which are concentrated in two main zones: the southeast (belonging to Bai Tu Long Bay), and the southwest (belonging to Halong Bay). This densely concentrated zone of stone islands, world famous for its spectacular scenery of grottoes and caves, forms the central zone of Halong Bay, which has been named a UNESCO World Heritage Site. The bay itself has an area of 43,400 ha, consists of 775 islands, and forms a triangle with the island of Dau Go (Driftwood Grotto) to the west, the lake of Ba Ham (Three Shelter Lake) to the south, and the island of Cong Tay to the east. Viewed from above, Halong Bay resembles a geographic work of art. While exploring the bay, you feel lost in a legendary world of stone islands. There is Man's Head Island, which resembles a man standing and looking towards the mainland. Dragon Island looks like a dragon hovering above the turquoise water. La Vong Island resembles an old man fishing. There are also the islands of the Sail, the Pair of Roosters, and the Incense Burner, which all astonishingly resemble their namesakes. The forms of the islands change depending on the angle of the light and from where the islands are viewed. At the core of the islands, there are wonderful caves and grottoes, such as Thien Cung (Heavenly Residence Grotto), Dau Go (Driftwood Grotto), Sung Sot (Surprise Grotto), and Tam Cung (Three Palace Grotto). Halong Bay has many links to the history of Vietnam. For example, there are such famous geographical sites as Van Don (site of an ancient commercial port), Poem Mountain (with engravings of many poems about emperors and other famous historical figures), and Bach Dang River (the location of two fierce naval battles fought against foreign aggressors). It has been proven by scientists that Halong was one of the first cradles of human existence in the area at such archeological sites as Dong Mang, Xich Tho, Soi Nhu, and Thoi Gieng. It is also a region of highly concentrated biological diversity with many ecosystems of salt water-flooded forests, coral reefs, and tropical forests featuring thousands of species of animal and plant life. With all this in mind, the 18th meeting of the Committee of the World Heritages of UNESCO (in Thailand on December 17th, 1994), officially recognized Halong Bay as a natural heritage site of worldwide importance. I. Grottoes English for Tourism page 91 Dau Go (Driftwood) Grotto Dau Go Grotto is found on Driftwood Island, formerly known as Canh Doc Island. The name Driftwood Grotto comes from the popular story of the resistance war against the Nguyen Mong aggressors. In a decisive battle, Tran Hung Dao was given an order to prepare many ironwood stakes to be planted on the riverbed of the Bach Dang River. The remaining wooden pieces were found in the grotto and, as a result, the grotto was given its present name. The entrance is reached via 90 steps up the island. The grotto is divided into three main parts. In the first chamber, many forms can be seen in the rock, depending on the imagination of the observer. In the middle of the chamber, on the top of the pillar, there appears to be a monk draped in a long, dark cloak, with his right hand clasping a cane. Moving into the second chamber, visitors pass through a narrow "door", naturally formed through erosion. The light here is mysterious, and new images appear in the stone. At the end of the grotto is a well of clear water surrounded by four ancient walls. In this grotto, there remains an engraved stone stele singing the praises of Halong Bay ordered by Emperor Khai Dinh when he came to visit the grotto in 1917. Dau Go is 40 minutes from Bai Chay. Admission is 15,000 VND per person, 5,000 VND for children under 15, and children under 6 are free. Note: the admission here is for one tour of Dau Go cave, Thien Cung grotto and another. If visitors want to go on an additional tour (tour 2), it costs 15,000 VND extra. Trinh Nu (Virgin) Grotto-Trong (Male) Grotto The Virgin Grotto is situated in the island range of Bo Hon, in the system comprised of the Surprise Grotto, Dong Tien Lake, and Luon Grotto. The grotto is 15 km south of Bai Chay Beach. For some fishermen, the Virgin Grotto is home, while for young lovers it is a popular romantic rendezvous site. According to legend, there once was a beautiful fisherman's daughter, whose family was so poor that they were in service of the rich administrator of the fishing zone, who forced the family to give him their daughter as a concubine. However, the fisherman’s daughter already had a lover and refused to marry the administrator. The administrator got angry and exiled her to a wild island where she suffered from hunger and exhaustion. One frightful night she turned to stone. On this same night, her lover, knowing of her danger, rowed his boat in search of her. However, a tempest destroyed his boat, and he floated to a nearby island. In a flash of lightening, he saw his lover in the distance, but his calls were driven away by the wind. In his final exhaustion, he also turned to stone (today’s Male Grotto). When visiting the Virgin Grotto, you can still see the petrified girl with her long hair hanging down and eyes looking towards the mainland. Opposite the Virgin Grotto, the Male Grotto is still home to the lover whose his face is turned towards his mate. At times, his passionate calls and blows against the walls of the grotto can still be heard. Thien Cung (Heavenly Palace) Grotto This recently discovered grotto is one of the most beautiful in Halong Bay. Thien Cung is situated on the southwest side of the bay, 4 km from the wharf outside of Halong City. It is located in a small range of islands that resemble a throne embracing two superb grottoes at its core. The way to Thien Cung is perilous, covered on both sides by thick forest. After entering a narrow gate, the magnificent, 130 m long grotto opens up. According to legend, a beautiful young lady named May (cloud) caught the eye of the Dragon Prince and he fell in love with her. They were betrothed and got married in the very center of the grotto. All of the scenes of their wedding, which lasted for seven days and seven nights, have been seemingly fossilized in the grotto. In the center, there are four large pillars supporting the "roof of heaven". From the base to the top, many strange images seem to exist in the stone, including birds, fish, flowers and even scenes of human life. On the north wall of the grotto, a group of fairies seems to be singing and dancing in honor of the wedding. Under the immeasurably high roof, stalactites form a natural stone curtain. There is also the sound of a beating drum made by the wind blowing through the stone. In the last chamber of the grotto, a natural gushing stream of water babbles throughout the year. Here there are three small ponds of clear water. One path meanders out of the grotto. Quang Hanh Grotto Located 9 km west of Cam Pha, Quang Hanh Grotto is the longest grotto in Halong Bay. It is 1,300 m long, and stretches throughout the stone mountain of Quang Hanh. The French named it "Le Tunnel," or Tunnel Grotto. Quang Hanh Grotto is accessible by either boat or car, but the entrance only appears when the tide is out. Ba Co Shrine (shrine of three girls) is in the grotto beside a smooth stone block. Legend tells that three girls, who were once journeying on the sea, came to the grotto to take shelter from the rain. They were so engrossed with the beauty of the grotto, that they did not notice the rising tide. They drowned, only to become water goddesses. Quang Hanh Grotto is extremely beautiful. A small boat will take you through the stone passageway by flashlight, casting magical colors on the hanging stalactites. English for Tourism page 92 II. Islands Bai Tho Mountain (Poem Mountain) Bai Tho Mountain is 106 m high. It runs along the coast, half on land and half in the sea. Sailing in the bay, one or two hundred meters from the mountain, one can see a poem carved on a flat stone cliff. In 1468, Emperor Le Thanh Tong, who was also a poet, made an inspection tour of the North-East region. He stopped at the foot of the mountain, and inspired by the magnificent beauty of his surroundings, he wrote a poem. Later, he had the poem engraved on the wall of the mountain. It is very interesting to climb the mountain and enjoy the panoramic view of the bay. Tuan Chau Islet Situated 3 km west of Dao Go Islet, Tuan Chau Islet has an area of 300 ha. On the islet, there is a very simple bamboo house built by the inhabitants of Quang Ninh for Uncle Ho to rest after visiting Halong Bay. The house is now carefully preserved by the locals. III. Beaches Bai Chay Bai Chay is a resort located along the coast of Halong Bay. This is a windward ocean resort which has a year round average temperature of 20oC (68oF). Bai Chay is a low gently sloping range of hills that runs along the sea for more than 2 km. Blended in among the pine trees are large hotels and small villas with distinguished architectural styles. Traveling down the asphalt road along the coast, visitors see long white stretches of sand and green rows of Casuarina trees, tucked under which are small family-run restaurants. After swimming at the beach, tourists can enjoy cold drinks and cool off in the breeze that sweeps in from the sea. English for Tourism page 93 Hue was once the capital of the country during both the Tay Son and Nguyen dynasties. Throughout the centuries, Hue has become a large complex of architectural relics and picturesque elegance. UNESCO recognized Hue as a World Heritage site. I. Royal Citadel The Royal Citadel is located on the banks of the Perfume River. The construction of the square citadel, which was exclusively made from bricks, started in 1805. The wall is 6 m high, 20 m thick and surrounded by a moat. The citadel has ten gates: Nha Do, Sap, Ngan, Thuong Tu, Dong Ba, Ke Trai, Hau, An Hoa, Chanh Tay, and Huu. II. Imperial Enclosure The Imperial Enclosure is located in the center of the citadel. It mainly consists of the Noon Gate, Great Rites Courtyard, Thai Hoa Palace, Dai Cung (Great Court) Gate, Thuong Uyen (Royal) Garden, Trieu Temple, Thai Temple, Hien Lam Pavilion, Hung Temple, and Phung Tien Temple. III. Forbidden Citadel Constructed in 1804, early in the reign of Emperor Gia Long , it was first called Cung Thanh, City of Residences, and later renamed Forbidden Purple City by Emperor Minh Mang in 1822. It is connected with the Imperial Enclosure by seven gates. Some of the architectural constructions found in the Forbidden Purple City include the Can Chanh Palace, Ta Huu Vu (Left and Right Houses), Can Thanh Palace, Khon Thai Residence, Kien Trung Palace, Royal Library, and Royal Theater. English for Tourism page 94 The ancient town of Hoi An, 30 km south of Danang, lies on the banks of the Thu Bon River. Occupied by early western traders, Hoi An was one of the major trading centers of Southeast Asia in the 16th century. Hoi An has a distinct Chinese atmosphere with low, tile-roofed houses and narrow streets; the original structure of some of these streets still remains almost intact. All the houses were made of rare wood, decorated with lacquered boards and panels engraved with Chinese characters. Pillars were also carved with ornamental designs. Tourists can visit the relics of the Sa Huynh and Cham cultures. They can also enjoy the beautiful scenery of the romantic Hoi An River, Cua Dai Beach, and Cham Island. Over the last few years, Hoi An has become a very popular tourist destination in Vietnam. English for Tourism page 95 My Son, located 69 km southwest of Danang, was an imperial city during the Cham dynasty, between the 4th and 12th centuries. My Son Sanctuary is a large complex of religious relics that comprises more than 70 architectural works. They include temples and towers that connect to each other with complicated red brick designs. The main component of the Cham architectural design is the tower, built to reflect the divinity of the king. According to records on the stone stele, the prime foundation of the ancient My Son architectural complex was a wooden temple to worship the Siva Bhadresvera genie. In the late 16th century, a big fire destroyed the temple. Step by step, historical mysteries were unveiled by scientists. Through stone stele and royal dynasties, they proved My Son to be the most important Holy Land of the Cham people from the late 4th to the 15th centuries. For many centuries, the Cham built Lip, a mutually linked architectural complex, with baked bricks and sandstone. The main temple worships the Linga-Yoni, who represents the capability of invention. Beside the main tower (Kalan) are several sub-towers worshipping Genies or deceased kings. Although time and the wars have destroyed some towers, the remaining sculptural and architectural remnants still reflect the style and history of the art of the Cham people. Their masterpieces mark a glorious time for the architecture and culture of the Cham, as well as of Southeast Asia. Each historical period has its own identity, so that each temple worshipping a genie or a king of a different dynasty has its own architectural style full of different impression. All of the Cham towers were built on a quadrate foundations and each comprises three parts: a solid tower base, representing the world of human beings, the mysterious and sacred tower body, representing the world of spirits, and the tower top built in the shape of a man offering flowers and fruits or of trees, birds, animals, etc., representing things that are close to the spirits and human beings. According to many researchers of the ancient Cham towers, the architectural art of the Cham towers at My Son Sanctuary is the convergence of different styles, including the continuity of the ancient style in the 7th-8th centuries, the Hoa Lai style of the 8th-9th centuries, the Dong Duong style from the mid-9th century, the My Son and My Son- Binh Dinh styles, etc. Among the remnants of many architectural sites excavated in 1898, a 24 meters high tower was found in the Thap Chua area and coded A I by archaeologists and researchers on My Son. This tower is a masterpiece of ancient Cham architecture. It has two doors, one in the east and the other in the west. The English for Tourism page 96 English for Tourism page 97 tower body is high and delicate with a system of paved pillars; six sub-towers surround the tower. This two story tower looks like a lotus flower. The top of the upper layer is made of sandstone and carved with elephant and I ion designs. In the lower layer, the walls are carved with fairies and water evils and men riding elephants. Unfortunately, the tower was destroyed by US bombs in 1969. After the My Son ancient tower complex was discovered, many of its artifacts, especially statues of female dancers and genies worshipped by the Cham people, worship animals and artifacts of the daily communal activities, were collected and displayed at the Cham Architecture Museum in Danang city. Although there are not many remnants left, those that remain display the typical sculptural works of cultural value of the Cham nationality. Furthermore, they are vivid proof, confirming the history of a nationality living within the Vietnamese community boasting of a rich cultural tradition. English for Tourism page 98 ist man Jones, L. (1998). Welcome: English for the Travel and Tourism Industry. CUP. Keane, L. (1997). International Restaurant English. Edinburgh: Longman. Kruse, B. & Kruse, B. (1982). English for the Travel Industry. 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