Communication Notes for HM

Model Question-Answer Bank

School of Business Management

IFTM UNIVERSITY

Communication for Hotel Management

UNIT I

Q.1.      Read the following sentences and underline the word or words that belong to the part of speech specified in the bracket. Also define each part of speech stated.

a)      She went to the market and bought some eggs. (verb)

b)     I want to go now. (adverb)

c)      What are you doing there? (adverb)

d)     There is a mouse underneath the piano. (preposition)

e)      Masons build houses. (noun)

f)       John is my best friend. (proper noun)

g)      She looked up but didn’t see anything. (adverb)

h)     My family live in different parts of India. (collective noun)

i)        That was a difficult question. (adjective)

j)       She was very impressed with her results. (adverb)

k)     Although she is poor, she is happy. (conjunction)

l)        Have we bought enough chairs? (adjective)

m)   The policeman didn’t run fast enough to catch the thief. (adverb)

Ans.

a)      She went to the market and bought some eggs. (verb)

VERB:                        a word used to describe an action, state, or occurrence, and forming the main part of the predicate of a sentence, such as hear, become, happen.

b)      I want to go now. (adverb)

ADVERB:      a word or phrase that modifies the meaning of an adjective, verb, or other adverb, expressing manner, place, time, or degree (e.g. gently, here, now, very ). Some adverbs, for example sentence adverbs, can also be used to modify whole sentences.

c)      What are you doing there? (adverb)

d)     There is a mouse underneath the piano. (preposition)

PREPOSITION:         a word governing, and usually preceding, a noun or pronoun and expressing a relation to another word or element in the clause, as in ‘the man on the platform’, ‘she arrived after dinner’, ‘what did you do it for ?’.

e)      Masons build houses. (noun)

NOUN:           a word (other than a pronoun) used to identify any of a class of people, places, or things ( common noun ), or to name a particular one of these ( proper noun ).

f)       John is my best friend. (proper noun)

PROPER NOUN:       a name used for an individual person, place, or organization, spelled with an initial capital letter, e.g. Jane, London, and Oxfam.

g)      She looked up but didn’t see anything. (adverb)

h)      My family live in different parts of India. (collective noun)

COLLECTIVE NOUN:         a count noun that denotes a group of individuals (e.g. assembly, family, crew ).

i)        That was a difficult question. (adjective)

ADJECTIVE:             a word naming an attribute of a noun, such as sweet, red, or technical.

j)        She was very impressed with her results. (adverb)

k)      Although she is poor, she is happy. (conjunction)

CONJUNCTION:      a word used to connect clauses or sentences or to coordinate words in the same clause (e.g. and, but, if ).

l)        Have we bought enough chairs? (adjective)

m)    The policeman didn’t run fast enough to catch the thief. (adverb)

Note: The word enough can be an adjective and an adverb.

Q.2.     Explain the Terminal points in Punctuation along with examples.

Ans.    Period

 The period is perhaps the easiest punctuation mark to master. It ends a sentence. Difficulty generally arises only when the period is used with other punctuation marks.

 This entry consists of the following sections:

a)      Multiple punctuation

 If a sentence otherwise ends with a question mark or exclamation point, the period is omitted.

 Correct: I've never seen Who's Afraid of Virginia Woolf?

 Incorrect: I've never seen Who's Afraid of Virginia Woolf?.

 Correct: He used to work at Yahoo!

 Incorrect: He used to work at Yahoo!.

 If a sentence ends with an abbreviation, the period used for the abbreviation also serves as the period for the sentence. This is true even if the abbreviation is contained within a quotation.

 Correct: He is a vice president at Apple Inc.

 Incorrect: He is a vice president at Apple Inc..

 Correct: Laura said, “We will continue this tomorrow at 8:00 a.m.”

 Incorrect: Laura said, “We will continue this tomorrow at 8:00 a.m.”.

b)     Direct and indirect questions

 An indirect question ends with a period, not a question mark.

 Direct question: What is she doing tonight?

 Indirect question: I wonder what she’s doing tonight.

 Direct question: The question is, Does anyone support this legislation?

 Indirect question: The question was whether anyone supported the legislation.

c)       Proper placement of the period with parentheses

 If a sentence ends with a parenthetical that is only part of a larger sentence, the period is placed outside the closing parenthesis.

 Hotel rooms are likely to be in short supply throughout August (the peak travel period).

 If the parenthetical is itself an entire sentence, the period is placed inside the closing parenthesis.

 Their house was the largest one on the block. (It also happened to be the ugliest.)

d)      Proper placement of the period with quotation marks

 If a sentence ends with quoted material, the period is placed inside the closing quotation mark, even if the period is not part of the original quotation.

 The president’s speech both began and ended with the word “freedom.”

 Note, however, that if the quoted material itself ends with a question mark or exclamation point, the period is omitted.

 Correct: Yesterday he asked, “Why is it so cold on Mars?”

 Incorrect: Yesterday he asked, “Why is it so cold on Mars?”.

e)      Abbreviations

 In addition to ending a sentence, the period is used with certain abbreviations. The current style is to use periods with most lowercase and mixed-case abbreviations (examples: a.m., etc., vol., Inc., Jr., Mrs., Tex.) and to omit periods with most uppercase abbreviations (examples: FBI, IRS, ATM, NATO, NBC, TX).

 Note, however, that many scientific and technical abbreviations are formed without periods, even when they are lowercase or mixed-case. Examples: kHz (kilohertz), rpm (revolutions per minute), kg (kilogram), Na (sodium), 1st (first).

 And a few uppercase abbreviations, including academic degrees, retain periods. Examples:U.S. (United States), J.D. (Juris Doctor), D.D.S. (Doctor of Dental Surgery). Some authorities, including The Chicago Manual of Style, favor omitting the periods in the previous examples.

 Most established abbreviations can be found in a good dictionary, which will inform you of the use or nonuse of periods. See also the entry on style. Whether you choose to use periods or not, consistency is vital. It is inexcusable to write, for example, J.D. in one place and MD in another.

f)       One or two spaces at the end of a sentence?

 In the era of typewriters, it was common practice to insert two spaces at the end of every sentence. As long as you are typing on a computer, a single space is generally preferred.

Question mark

a)      Direct questions

The question mark is used at the end of a direct question. Indirect questions take a period.

Direct question: What is she doing tonight?

Indirect question: I wonder what she’s doing tonight.

Direct question: The question is, Does anyone support this legislation?

Indirect question: The question was whether anyone supported the legislation.

b)     Direct questions within a sentence

 When a direct question occurs within a larger sentence, it takes a question mark. Note that in the examples below, the question mark supplants the comma that would syntactically belong in its place.

 Would they make it on time? she wondered.

 The key question, Can the two sides reach a compromise? was not answered.

 “What are we having for dinner?” his son asked.

c)      As part of a title of work

 In contrast with the examples above, when the question mark is part of a title of work, a syntactically necessary comma is retained.

 Have you read Do Androids Dream of Electric Sheep?, the Philip Dick novel that inspired the movie Blade Runner?

 “Is He Living or Is He Dead?,” by Mark Twain, is one of my favorite stories.

 When the question mark in the title comes at the end of a sentence that would itself require a question mark or period, the additional question mark or period is omitted.

Have you read Do Androids Dream of Electric Sheep?

I have not read Mark Twain’s “Is He Living or Is He Dead?”

d)     Requests

 Requests that are phrased as questions should end with a period.

 Would you please send this report to the person indicated on the cover.

e)       Expressing uncertainty

 The question mark can be used to indicate editorial uncertainty, either in parentheses or in brackets. Some authorities include a space between the uncertain word and the opening parenthesis; others omit the space (as shown in the example below).

 The patient reported taking 15(?) milligrams of alprazolam.

 According to his biographer, Smith “bought the company in 1985 [1984?], but wasn’t actively engaged in its management until 1990.”

Exclamation point

The most flagrant way a writer demonstrates contempt for his readers is by ignoring punctuation altogether. A close second is the abundant use of the exclamation point. Some writers even use three or more exclamation points, lest the reader not fully grasp the significance of what is being said.

To be effective, the exclamation point should be used in moderation.

a)      At the end of a sentence

 The exclamation point is a mark of terminal punctuation. As such, it should not be followed by a period or question mark. Some writers will use both a question mark and exclamation point for an exclamatory question, but only the exclamation point is truly necessary.

 Correct: What in the world are you doing up there!

 Incorrect: What in the world are you doing up there?!

 There is a punctuation mark that combines the question mark and exclamation point. It is called the interrobang, and it looks like this: ‽ Yet, for reasons already explained, it is hardly needed.

 The greatest confusion arises when exclamation points and other punctuation marks appear at the end of a sentence. For examples of most such pairings, see the terminal punctuation chart.

b)     In the middle of a sentence

 When a quotation ends with an exclamation point, a comma that would ordinarily be placed inside the closing quotation mark is omitted.

 Correct: “Get out,” Marcus said.

 Correct: “Get out!” Marcus yelled.

 Incorrect: “Get out!,” Marcus yelled.

c)      As part of a title of work

 If the exclamation point is part of a title of work or a proper noun, the comma should be retained.

 His latest short story, “Don’t Make a Sound!,” is his most suspenseful yet.

 After five years in the sales department at Yahoo!, he took a marketing job at Google.

Q.3.     Give examples and the usage of frequently used hotel vocabulary.

Ans.   

word part of speech	Meaning	example sentence
adjoining rooms noun	two hotel rooms with a door in the centre	If you want we can book your parents in an adjoining room.
amenities noun	local facilities such as stores and restaurants	We are located downtown, so we are close to all of the amenities.
attractions noun	things for tourists to see and do	The zoo is our city's most popular attraction for kids.
baggage noun	bags and suitcases packed with personal belongings	If you need help with your baggage we have a cart you can use.
Bed and Breakfast noun	a home that offers a place to stay and a place to eat	I can book you into a beautiful Bed and Breakfast on the lake.
bellboy noun	a staff member who helps guests with their luggage	The bellboy will take your bags to your room for you.
book verb	arrange to stay in a hotel	I can book your family in for the weekend of the seventh.
booked adj	full, no vacancies	I'm afraid the hotel is bookedtonight.
brochures noun	small booklets that provide information on the local sites and attractions	Feel free to take some brochures to your room to look at.
check-in verb	go to the front desk to receive keys	You can check-in anytime after four o'clock.
check-out noun	return the keys and pay for the bill	Please return your parking pass when you check-out.
complimentary breakfast noun	free of charge	All of our rooms have complimentary soap, shampoo, and coffee.
cot, rollaway bed noun	a single bed on wheels that folds up	If you need an extra bed, we have cots available.
damage charge noun	money a guest owes for repairs to hotel property (when caused by violent or careless acts)	We will have to add a damage charge for the hole you put in the wall.
deposit noun	amount paid ahead of time to secure a reservation	You will not receive your deposit back if you cancel.
double bed noun	a bed large enough for two people	They are a family of four, so give them a room with two double beds.
floor noun	a level of the building	The swimming pool is on the main floor.
front desk, reception noun	the place where guests go to check in and out and to get information	Towels are available at the front desk.
guest noun	a person that is staying at the hotel	Our washrooms are for guests only.
adjoining rooms noun	two hotel rooms with a door in the centre	If you want we can book your parents in an adjoining room.
amenities noun	local facilities such as stores and restaurants	We are located downtown, so we are close to all of the amenities.
attractions noun	things for tourists to see and do	The zoo is our city's most popular attraction for kids.
baggage noun	bags and suitcases packed with personal belongings	If you need help with your baggage we have a cart you can use.
Bed and Breakfast noun	a home that offers a place to stay and a place to eat	I can book you into a beautiful Bed and Breakfast on the lake.
bellboy noun	a staff member who helps guests with their luggage	The bellboy will take your bags to your room for you.
book verb	arrange to stay in a hotel	I can book your family in for the weekend of the seventh.
booked adj	full, no vacancies	I'm afraid the hotel is bookedtonight.
brochures noun	small booklets that provide information on the local sites and attractions	Feel free to take some brochures to your room to look at.
check-in verb	go to the front desk to receive keys	You can check-in anytime after four o'clock.
check-out noun	return the keys and pay for the bill	Please return your parking pass when you check-out.
complimentary breakfast noun	free of charge	All of our rooms have complimentary soap, shampoo, and coffee.
cot, rollaway bed noun	a single bed on wheels that folds up	If you need an extra bed, we have cots available.
damage charge noun	money a guest owes for repairs to hotel property (when caused by violent or careless acts)	We will have to add a damage charge for the hole you put in the wall.
deposit noun	amount paid ahead of time to secure a reservation	You will not receive your deposit back if you cancel.
double bed noun	a bed large enough for two people	They are a family of four, so give them a room with two double beds.
floor noun	a level of the building	The swimming pool is on the main floor.
front desk, reception noun	the place where guests go to check in and out and to get information	Towels are available at the front desk.
guest noun	a person that is staying at the hotel	Our washrooms are for guests only.

Q.4.     What do you mean by Phonetics and how is it important?

Ans.    Phonetics is a system of written symbols that represent speech sounds in a way that is very close to how they actually sound. It involves representing the sounds and other phenomena of speech: as

a.    constituting an alteration of ordinary spelling that better represents the spoken language, that employs only characters of the regular alphabet, and that is used in a context of conventional spelling

b.    representing speech sounds by means of symbols that have one value only

c.    employing for speech sounds more than the minimum number of symbols necessary to represent the significant differences in a speaker's speech

In English, there is no one-to-one relation between the system of writing and the system of pronunciation. The alphabet which we use to write English has 26 letters but in (Standard British) English there are approximately 44 speech sounds. The number of speech sounds in English varies from dialect to dialect, and any actual tally depends greatly on the interpretation of the researcher doing the counting. To represent the basic sound of spoken languages linguists use a set of phonetic symbols called the International Phonetic Alphabet (IPA). The chart below contains all of the IPA symbols used to represent the sounds of the English language. This is the standard set of phonemic symbols for English (RP and similar accents).

p b T d k g f v s Z m n h l R w j

   

   [ ] - small capital letter I

   [ ] - 'epsilon' -- a Greek letter

   [ ] - sometimes called 'upsilon'

   [ ] - 'ash'; digraph a-e -- usually just "digraph"

   [ ] - script A

   [ ] - open O

   [ ] - 'caret'

   [ ] - 'eng' (right-tail n)

   [ ] - 'eth'

   [ ] - 'theta'

   [ ] - 'schwa'

The colon / : / represents longer duration in pronunciation and is found in long vowels such as / i: /, / a: /, / u: /, etc. 

Q.5.     State and explain the various types of Business letters.

Ans.    The term “business letters” refers to any written communication that begins with a salutation, ends with a signature and whose contents are professional in nature. Historically, business letters were sent via postal mail or courier, although the Internet is rapidly changing the way businesses communicate. There are many standard types of business letters, and each of them has a specific focus.

a.       Sales Letters

Typical sales letters start off with a very strong statement to capture the interest of the reader. Since the purpose is to get the reader to do something, these letters include strong calls to action, detail the benefit to the reader of taking the action and include information to help the reader to act, such as including a telephone number or website link.

b.      Order Letters

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to order goods or services. These letters must contain specific information such as model number, name of the product, the quantity desired and expected price. Payment is sometimes included with the letter.

c.       Complaint Letters

The words and tone you choose to use in a letter complaining to a business may be the deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a professional tone if you want the company to listen to you.

d.      Adjustment Letters

An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let the customer know that you understand the complaint.

e.       Inquiry Letters

Inquiry letters ask a question or elicit information from the recipient. When composing this type of letter, keep it clear and succinct and list exactly what information you need. Be sure to include your contact information so that it is easy for the reader to respond.

f.       Follow-Up Letter

Follow-up letters are usually sent after some type of initial communication. This could be a sales department thanking a customer for an order, a businessman reviewing the outcome of a meeting or a job seeker inquiring about the status of his application. In many cases, these letters are a combination thank-you note and sales letter.

g.      Letters of Recommendation

Prospective employers often ask job applicants for letters of recommendation before they hire them. This type of letter is usually from a previous employer or professor, and it describes the sender’s relationship with and opinion of the job seeker.

h.      Acknowledgment Letters

Acknowledgment letters act as simple receipts. Businesses send them to let others know that they have received a prior communication, but action may or may not have taken place.

i.        Cover Letter

Cover letters usually accompany a package, report or other merchandise. They are used to describe what is enclosed, why it is being sent and what the recipient should do with it, if there is any action that needs to be taken. These types of letters are generally very short and succinct.

j.        Letters of Resignation

When an employee plans to leave his job, a letter of resignation is usually sent to his immediate manager giving him notice and letting him know when the last day of employment will be. In many cases, the employee also will detail his reason for leaving the company.

Q.6.     Prepare your resume to apply for the post of Restaurant Manager.

Ans.    Notes separately given.

UNIT II

Q.7.     State certain examples of Hotel terminology.

Ans.    English Vocabulary for working in a Hotel: 100+ Words you’ll need to know

Types of Beds and Rooms

Mattress and bed sizes vary from country to country, and from manufacturer to manufacturer (the company who makes the mattresses). Below are the standard U.S. bed sizes:

• single bed/twin bed (around 39 x 74 inches) — A twin bed is the smallest type of bed, where one person can sleep. It’s also sometimes called a single bed.

• full-size bed (around 54 x 74 inches) — Nowadays, a full-size bed is usually for one person, but two people could sleep in it (very close together). These are also called double beds.

• queen-size bed (around 60 x 80 inches) — A queen-size bed is bigger than a full bed, and usually shared by two adults.

• king-size bed (around 76 x 80 inches) — A king-size bed is the largest size of standard beds, and can comfortably sleep two people.

Now that we know the bed sizes, let’s take a look at standard hotel room types. Be careful though, because these terms are used differently by different hotels. Check at your hotel to see what each type of room contains.

• single room — A single room is for one person, and usually has a full-size bed (double bed).

• double room — A double room usually has space for two guests, with a double bed (full-size) or queen-size bed.

• twin room — A twin room usually has space for two guests, but in two separate beds (twin/single beds).

• triple room — A triple room can sleep three guests, either in one double bed and a single bed, or a different combination of three.

• suite — A suite is bigger than your normal hotel room. In fancy hotels, suites could even have multiple rooms. You might also see an executive suite or a family suite.

• adjoining/connecting rooms — This means that two rooms are connected together by a door going from one room directly into the other. Large groups of people or families might ask to be put in adjoining rooms.

Room Features

Here are various features that hotel rooms might offer.

• amenities — Amenities is just another way of saying “features,” often used in the hotel business.

• AC — Air conditioning (usually shortened to “AC”) keeps rooms cool when the weather is hot.

• heating — When the weather is cold, heating will keep the rooms and hotel warm.

• bathroom — This is the room where you’ll find a toilet, sink and shower. Most hotel rooms have their own bathroom attached.

• internet access — If a hotel has internet access, it means guests can use the internet somewhere inside. They might have Wi-Fi (wireless internet), which could be free, require a password to access or cost money to use.

• wireless printing — This allows guests to print from their own computers to a printer somewhere else in the hotel (without being connected to the printer with a wire).

• fan — Some rooms might have ceiling fans or electric fans to move air around in a breeze and stay cool.

• balcony — A balcony is a platform outside that’s enclosed by some type of railing, connected to the hotel room. Balconies are on floors higher than the ground level (second floor and higher).

• patio — A patio is a paved area outside (on ground level) that usually has an outdoor table and chairs.

• smoke-free — If rooms are smoke-free, it means that smoking is not allowed. Smoking and non-smoking are two other terms used to describe if smoking is allowed or not.

Inside a Hotel Room

Here are some words that you might need to use when talking about the inside of a hotel room.

• complimentary — This word means “free.” Often hotels will serve a complimentary breakfast (included in the cost of your room), or have complimentary shampoos and soaps in the bathroom.

• bathtub — A bathtub is in the bathroom, where people can clean themselves by taking a bath.

• shower — Showers allow people to wash themselves while standing up. The shower head is the part that sprays water, and the drain is on the floor, where the water leaves. Most bathtubs have showers in them, but a standing shower is in a smaller space by itself (without a bathtub).

• towel — People use towels to dry themselves off after taking a shower or a bath. There are also hand towels, which are smaller, and a bath mat—a towel you put on the floor to stand on.

• robes — Some hotels provide robes for guests to wear after they shower. They are also called bathrobes.

• toiletries — Toiletries are small personal items you might use in the bathroom, such as shampoo/conditioner (for washing hair), soap, toothbrush and toothpaste (for brushing teeth).

• hair dryer — Most hotels will have an electric hair dryer for guests to use to dry their wet hair after washing it. In standard hotels, hair dryers are attached to the walls with a cord. These are also called blow dryers.

• sink — The sink is where people wash their hands. It has a faucet,where the water comes out, and a drain, where the water leaves.

• soap — Soap is used to kill germs and bacteria when you wash your hands. It can be either liquid (stored in a soap dispenser) or a solid bar. Some hotels have both hand soap and body soap.

• lamp — Lamps provide extra light somewhere in the room. Guests might tell you that a light burned out in their lamp, meaning it needs a new light bulb.

• executive desk — Some rooms might come with a desk to sit and write or work. These are sometimes called executive desks (just a fancier name, often used in business suites).

• kitchenette — This is a mini-kitchen where people can prepare basic food, usually with a microwave and sink. Most hotel rooms have a mini-fridge (small refrigerator) that has some beverages and snacks inside. If guests eat the snacks and beverages, they have to pay for them when they check out.

• coffee machine — Coffee machines in hotel rooms allow guests to make their own coffee in the morning. Guests might need more filtersor coffee grounds when they run out.

• room service — This is a service that lets guests order food or drinks and have it delivered to their hotel room.

• turndown service — This is a service that has housekeepers go into the room and remake the beds. They might put a mint or chocolate on the pillow to show the bed has been “turned down.”

• curtains — These usually hang from a curtain rod to cover a window. Curtains can be pulled open or closed to let sunlight in or keep it out.

• TV — Most rooms have a TV with a remote control (small hand-held device used to change the channel or volume). The TV remote might need new batteries from time to time. Some hotels have a listing of the local TV channels. There are also often pay-per-view channels or movies, that guests are later charged for.

• safe — This is a small box locked with a combination or key where guests can keep valuable items locked and secure.

• cot — This is a small bed that folds up and rolls on wheels, so it can be moved into rooms when an extra bed is needed.

• pull-out sofa — This is a couch that can pull out into a sofa-bed.

• armchair — This is a more comfortable chair with rests for both of your arms.

• linens — These are cloths such as sheets on the bed, pillow cases to cover the pillows, a blanket to keep warm or a comforter (the thick blanket on top of a bed). Sheets have a thread count, which tells their quality/smoothness.

• iron and ironing board — When clothes are wrinkled, guests can get rid of the wrinkles by using an iron with an ironing board.

• private jacuzzi — This is a hot tub somewhere inside or attached to the room. “Private” is the opposite of “public,” and means that this jacuzzi is just for the people in that room.

Hotel Features

• bar — Here’s where you can order drinks and sometimes food. Some hotels have their own restaurant where guests can order full meals.

• brochures — These are small pieces of paper that advertise local attractions, such as water parks and museums.

• airport shuttle — Some hotels have “shuttles,” or large vans that give guests free rides to and from the nearest airport.

• parking — Guests will want to know if there’s a parking lot where they can park their car, and whether or not it’s free. Fancy hotels might have valet parking, where guests drive up and get out of the car, and a hotel worker parks it for them.

• continental breakfast — This is a light breakfast, usually included with the cost of the room, and served in a common area like a dining room.

• catering — Some hotels offer catering services, meaning they can be hired to cook and serve food for events.

• buffet — A buffet consists of many different kinds of food, and guests serve themselves. For example, your hotel might offer a breakfast buffet or a dinner buffet.

• high chairs — Family-friendly hotels will have these for toddlers (very young children) to sit at tables. Booster seats are set on top of chairs/benches so younger children can sit higher up and reach their plate easier.

• ice machine — This is a machine where guests can get ice to use as they need. They’re usually in the hallways on each floor.

• vending machine — These are machines where guests can purchase candy, snacks or beverages with coins.

• wheelchair accessible — This means that people in wheelchairs can get around the hotel, usually with elevators and ramps (inclined/tilted ground instead of stairs).

• fitness/workout room — This might also be called a gym, and is a place for guests to exercise. There might be treadmills or free weightsin the room.

• swimming pool — This is a place for guests to swim, and could be indoor (inside the hotel building) or outdoor (outside).

• jacuzzi/whirlpool/hot tub — This is a small, very hot “pool” of water with bubbles or “jets” that adults sit in to relax.

• spa — A spa for relaxation might offer massages or a sauna (small room filled with hot steam).

• laundry — Hotels might offer laundry service, meaning they will wash guests’ clothes (for a fee). There could also be coin-operated laundry machines, where guests can wash their clothes themselves by putting coins into the machines.

• dry cleaning — This service cleans clothes that can’t be washed. They’re marked as dry clean only.

• business center — This is a place where guests might be able to use computers, make telephone calls, send faxes or make photocopies.

• pets allowed/pet-friendly — This means that pets are allowed in the hotel. If pets are not allowed, most hotels will still allow service animals (used to help blind people).

• ski storage — Hotels near ski resorts might offer a room or place for guests to safely store their ski equipment.

Getting Around the Hotel

• main entrance — These are the principal (main) doors to enter the hotel.

• reception — This is where guests are greeted, which comes from the verb “to receive.” It’s often called the front desk.

• lobby — This is an area shared by all guests of the hotel, usually on the ground floor near reception. It’s a common meeting place (“Let’s meet in the lobby at 5:00”), so there are often chairs/sofas and a bathroom.

• banquet/meeting room — This is a large room used for big events, such as conferences or weddings.

• elevator — This is a small space that raises and lowers guests between floors once the doors close and they press a button. It’s called a lift in British English.

• stairs/stairway — These are steps so guests can walk up to higher floors in the hotel, or down to lower floors. In an emergency, everyone should use stairs instead of elevators.

• hall(way) — This is a long passageway with doors on either side, which open into rooms. Also called a corridor.

• emergency exit — In case of fire, or another emergency, some doors will be marked “emergency exit,” which lets you leave (exit) the hotel quickly.

Hotel Staff

• manager — The manager is in charge of many people who work in hotels. Guests don’t usually interact with the manager unless there is a severe problem.

• receptionist — This person is found at the front desk/reception. They answer the phones and greet the guests.

• concierge — A concierge assists (helps) guests with needs such as arranging travel, booking local tours, calling taxis, etc. In this well-known scene from the movie “Home Alone 2: Lost in New York,” the first line is “This is the concierge!”

• bellboy/bellhop/porter — These are all names for the person who helps guests carry their suitcases/luggage up to the room.

• housekeeping/housekeeper — These are the people who clean the hotel and its rooms.

• tip — This is a small amount of money (in cash) given to bellboys or left in the room for housekeepers at the end of your stay to thank them for their service.

• uniform — Most hotels will require workers to wear special clothes, which is your uniform.

• staff meeting — When staff meets at a certain time and place to talk about certain work topics, this is a staff meeting.

Taking Reservations

• booking a room — This is the same thing as reserving a room.

• making a reservation — Guests will ask to make a reservation (book a room) when they’d like to stay in the hotel.

• vacancy — This means space is available. Hotels might have a “No Vacancy” sign when they’re full, and a “Vacancy” sign when rooms are still available.

• credit card — Most hotels will ask for the guest’s credit card number to reserve the room. They may also need to provide the card’s expiration date and security code (3 digits on back of card).

• conference/convention — Often hotels host conferences or conventions, which are large meetings a day or several days long with people from all over the state, country or even world. Conferences usually include a banquet, a formal evening meal with speeches.

• wedding party — When people get married and their guests travel for the wedding, they can usually reserve many rooms for a special deal (lower price). When the wedding guests call the hotel, they should mention that they’re with the [Names] wedding party to get the lower price (and be put in the correct room).

Arrival/Check-in

• check-in/check-out — When guests arrive at the hotel, they check in to get their room key. On their last morning, they check out to pay their bill.

• key card — Most hotels use key cards (that look like credit cards) instead of an actual key to get into the room. Sometimes the magnetic strip on the card gets unactivated, and it won’t open the door correctly.

• deposit — This is money that is paid before guests actually stay in the hotel. It’s often used to reserve (hold/save) their place, and there are policies (rules) about what happens to the money if they cancel their reservation.

• room number — Guests need to know the number of the room where they’re staying.

• morning call/wake-up call — At many hotels, guests can ask that hotel staff call them at a certain time to wake them up, instead of relying on an alarm clock.

• noisy — You might get complaints from guests that a room near theirs is being too loud, or noisy.

Checking Out

• invoice — This is the piece of paper with a guest’s total charges (expenses) that they need to pay when they check out.

• tax — One line on the invoice will be for tax, a percent of the total expenses that goes to local/national government. In the USA, state tax is different from state to state.

• damage charge — If guests break or ruin something in the room, they might need to pay a damage charge. If a deposit was made, this type of expense might be paid for from the deposit.

• late charge — If guests check out later than the check-out time, they could have to pay a late charge.

• signature — Sometimes guests need to sign their name on an invoice or credit card receipt. Ask for their signature.

• customer satisfaction — If guests had a great stay and were happy with the service, they are satisfied customers with high customer satisfaction.

By learning these important hotel vocabulary words, you’ll definitely have high customer satisfaction!

Q.8.     Elaborate upon the significance of polite communication in hoteliering.

Ans.    The hospitality industry is a very fast-paced environment that deals with people on a daily basis. Hospitality staff are not sitting behind a computer sending emails; they are interacting with customers every minute. Customers expect to receive exceptional service when staying at a hotel, visiting a restaurant, or flying on a plane. Without communication, this is not possible.

Communication is the exchange of information between people. You can imagine how hard it would be to land planes without the communication between air traffic controllers and pilots. There would be too many planes trying to land on the same runway. Similarly, it would be difficult to provide exceptional service for a customer staying at a hotel without communicating with them about their expectations. Let's take a look at communicating with customers, communicating with staff and management, and other skills needed in the hospitality industry.

As tourism and business travel have developed, however, a differentiation in hosting activities has arisen, between those that are extended as a social obligation and those involving payment. In both categories, participants normally observe the etiquette and proprieties that are traditionally practised, and both involve interpersonal and, in some cases, cross-cultural communication.

            Hospitality here refers to the cluster of activities oriented towards satisfying guests. To hoteliers, it simply means looking after the guest well; hence, ‘hospitality language’ refers to all linguistic expressions which relate to and represent hospitality concerns. This aspect of language use has a long history of development, having evolved from expressions of care for visitors and the generosity of the host to present-day commercial practices in hospitality establishments. These establishments compete to provide the best quality of hospitality within a given price range, and such quality is nowadays professionally rated by the licensing or other authorities. In both cases, the host, commercial or non-commercial, must anticipate and provide for all lodging needs throughout the arrival–departure cycle of the guest’s stay. Viewed as a process, hospitality language covers at least four discernible stages: arrival, familiarisation, engagement and departure. Of course, each different situation warrants different types of hospitality, and the cycle does not always follow exactly the same sequence.

            Tables 1 and 2 provide an outline of the ideal–typical visit cycle of hospitality practices in private homes and hotels, respectively, beginning with the arrival of the guest and ending with the departure. In the hospitality industry, this cycle is also known as the ‘guest cycle’.

           

As can be seen, all four stages are usually associated with a certain public understanding of the language used. For example, arrival is associated with greetings, and departure with farewell. Between these two stages, there might be light-humorous exchanges or serious conversation, covering a whole range of communicative activities.

English is widely spoken in hotels in Europe, Asia and Latin America, sometimes, to our embarrassment, even by employees in very lowly positions, presumably with fairly limited education. There can be little doubt that English is the most commonly used language of hospitality and the lingua franca of tourists and travellers worldwide. Thus, in many parts of the world, the art of greeting, soliciting information, thanking and bidding farewell requires some measure of familiarisation with the relevant English expressions before a person can serve effectively as a receptionist, telephonist or in other guest-contact capacities.

Even though in countries like Malaysia there is a tendency to use the mother tongue when communicating with those from the same linguistic background, English is still regarded as important in multiethnic contexts such as hotels and leisure clubs.

Whether in English or another language, there is an identifiable cluster of language skills which staff dealing with hotel guests should have already acquired. At the very minimum, these skills include:

. how to address a person;

. how to solicit and give the necessary information;

. how to respond to questions/requests;

. how to use prompts;

. how to use gestures (a more sensitive area than is often realised—seeHauge, 2000);

. how to deal with difficult customers;

. how to appease complainants.

It is interesting to note that the hotels in this study do not provide systematic training in these important skills. Receptionists are expected already to know how to communicate with guests when seeking a job. Observations on how fellow receptionists execute the job are carried out once the person is employed. The average 3 months’ on-the-job training is presumed to be a matter of further polishing and perfecting their hospitality skills. Language use is treated as implicit, and hence taken for granted. The hotels in the study are viewed as simply providers of hospitality and not as institutions for training in communication skills. Although it might be expected that there would be a great demand for language courses of this type, whether pre-service or in-service, we have not been able to find any comprehensive training that includes the skills discussed above. In some contexts, it may be important to have developed a level of communicative ability and to have a familiarity with the relevant terms in another language such as Japanese, Korean, Spanish or German. In the United Kingdom, foreign language skills are not normally required of hotel employees, who are assumed (not always justifiably) to have at least an adequate command of English. Yet there are large numbers of tourists from continental Europe and the Pacific Rim who would love to be greeted and to be able to carry out basic exchanges in their mother tongue. Employees with even a limited command of foreign languages could be a very valuable asset to hotels, and language instruction could therefore be an important component in both pre-service and in-service training.

Making people feel welcome is indeed an art, and a key to success in the hospitality industry. It has now become a standard feature of commercial hospitality practices. In the context of an increasingly globalised world, there has been some standardisation of hospitality language. The language of hotel encounters, for instance, comprises functional aspects of hospitality language that are understood worldwide. These functional activities include check-ins, check-outs, information and queries, and miscellaneous requests.

Q.9.     State some qualities of a good speaker.

Ans.    Qualities of the best speakers

1. Stand erect distributing your weight on both the legs. Do not hold onto the mike or to the podium for support.
2. Have a good posture and appearance. Do not lean on the podium.
3. Be confident, relaxed and energetic. Do not play with your clothes or fingers.
4. Wear clothes that befit the occasion.
5. Convey sincerity, conviction and enthusiasm for the subject.
6. Begin the speech, after passing for a few seconds, looking over the audience.
7. Open the speech with a striking, catchy introduction looking into the eyes of the audience.
8. Have a conversational tone.
9. Establish eye contact with the audience.
10. Use gestures to emphasize and clarify your points.
11. Allow your hands, to fall naturally to your sides, when not gesturing.
12. Have enough voice projection.
13. Modulate your voice.
14. Speak at moderate speed. Do not rush through.
15. Pause before and after important ideas.
16. Have pleasant mannerisms.
17. Do not read your speech.
18. Manage time.
19. Close the speech with a striking, impressive, concluding remark.
20. Stop, while the audience is still eager to hear more.

Q.10.   Elaborate upon the essentials of effective public speaking.

Ans.    Every public speaker should be able to:

a)      Research a topic – Good speakers stick to what they know. Great speakers research what they need to convey their message.

b)      Focus – Help your audience grasp your message by focusing on your message. Stories, humour, or other “sidebars” should connect to the core idea. Anything that doesn’t needs to be edited out.

c)      Organize ideas logically – A well-organized presentation can be absorbed with minimal mental strain. Bridging is key.

d)     Employ quotations, facts, and statistics – Don’t include these for the sake of including them, but do use them appropriately to complement your ideas.

e)      Master metaphors – Metaphors enhance the understandability of the message in a way that direct language often can not.

f)       Tell a story – Everyone loves a story. Points wrapped up in a story are more memorable, too!

g)      Start strong and close stronger – The body of your presentation should be strong too, but your audience will remember your first and last words (if, indeed, they remember anything at all).

h)      Incorporate humour – Knowing when to use humour is essential. So is developing the comedic timing to deliver it with greatest effect.

i)        Vary vocal pace, tone, and volume – A monotone voice is like fingernails on the chalkboard.

j)        Punctuate words with gestures – Gestures should complement your words in harmony. Tell them how big the fish was, and show them with your arms.

k)      Utilize 3-dimensional space – Chaining yourself to the lectern limits the energy and passion you can exhibit. Lose the notes, and lose the chain.

l)        Complement words with visual aids – Visual aids should aid the message; they should not be the message. Read slide:ology or thePresentation Zen book and adopt the techniques.

m)    Analyze your audience – Deliver the message they want (or need) to hear.

n)      Connect with the audience – Eye contact is only the first step. Aim to have the audience conclude “This speaker is just like me!” The sooner, the better.

o)      Interact with the audience – Ask questions (and care about the answers). Solicit volunteers. Make your presentation a dialogue.

p)      Conduct a Q&A session – Not every speaking opportunity affords a Q&A session, but understand how to lead one productively. Use the Q&A to solidify the impression that you are an expert, not (just) a speaker.

q)      Lead a discussion – Again, not every speaking opportunity affords time for a discussion, but know how to engage the audience productively.

r)       Obey time constraints – Maybe you have 2 minutes. Maybe you have 45. Either way, customize your presentation to fit the time allowed, and respect your audience by not going over time.

s)       Craft an introduction – Set the context and make sure the audience is ready to go, whether the introduction is for you or for someone else.

t)       Exhibit confidence and poise – These qualities are sometimes difficult for a speaker to attain, but easy for an audience to sense.

u)      Handle unexpected issues smoothly – Maybe the lights will go out. Maybe the projector is dead. Have a plan to handle every situation.

v)      Be coherent when speaking off the cuff – Impromptu speaking (before, after, or during a presentation) leaves a lasting impression too. Doing it well tells the audience that you are personable, and that you are an expert who knows their stuff beyond the slides and prepared speech.

w)    Seek and utilize feedback – Understand that no presentation or presenter (yes, even you!) is perfect. Aim for continuous improvement, and understand that the best way to improve is to solicit candid feedback from as many people as you can.

x)      Listen critically and analyze other speakers – Study the strengths and weakness of other speakers.

y)      Act and speak ethically – Since public speaking fears are so common, realize the tremendous power of influence that you hold. Use this power responsibly.

UNIT III

Q.11.   Quote a Checklist for Interview preparation.

Ans.    The following points are to be kept in mind while preparing to appear in an interview:

Research:

• Thoroughly research the organization, the industry, and the job itself.

• Gather information on the interviewer (if known in advance).

• Logistics – parking, office location, directions, attire, type of interview. Important: confirm time and place of interview.

Prepare:

• Practice for the interview without memorizing or over-rehearsing your answers.

• Compose answers to interview questions in writing. This will help you brainstorm and further develop your past experiences.

• Ask a friend or family member to conduct a mock interview.

• Visualize going through the entire interview experience.

Before Interview:

• Get a good night’s sleep, brush your teeth, bathe or shower, and remember to use deodorant.

• Plan your interview attire that is appropriate for the job, the company, and the industry.

• Prepare every element of your outfit, including shoes, jewelry, hose, tie, accessories. Inspect each element carefully.

• Ensure that your outfit is clean and neatly pressed. Double check for spots or tears. Remember to check your shoes – make sure they are clean and polished.

• Choose a backup outfit in case you come across any last minute disasters.

• Pack emergency-repair items that you might need: small sewing kit, extra pair of pantyhose, spot-remover wipes, tissues, comb and brush, hairspray or gel, makeup for touch-ups, breath mints, an umbrella, and extra copies of your resume.

Last Minute Interview Tips:

Do not chew gum during the interview.

Avoid telling jokes during the interview.

Avoid smoking and have a breath mint before the interview.

Refrain from answering cell-phone calls during the interview; (turn your phone off or set on silent).

Avoid using poor language, slang, and pause words (such as “like,” “uh,” “you know,” and “um”).

Avoid controversial topics.

Do not lie. Answer your questions truthfully, frankly and succinctly and try not to over-answer them.

Avoid acting like you would take any job or that you’re desperate for employment.

Refrain from bringing up or discussing personal issues or family problems.

Avoid answering questions with a simple “yes” or “no;” give examples whenever possible.

Upon Arrival:

• Plan to arrive about 10-15 minutes early. Being late for a job interview is never excusable.

• Greet the receptionist or assistant with courtesy and respect to make a good first impression.

• If you’re presented with a job application, fill it out neatly, completely, and accurately.

• Bring extra resumes and/or your job portfolio to the interview.

During the Interview:

• Greet the interviewer with a big smile and call him or her by their title (Ms., Mr., Dr.) and last name. Confirm the pronunciation of the interviewer’s name (if questionable) with the receptionist before going into the interview.

• Shake hands firmly and avoid a limp or clammy handshake!

• Be aware of your body language and posture at all times; Remember to sit upright and look alert. Avoid fidgeting or slouching.

• Make good eye contact with the interviewer(s).

• Show enthusiasm about the position and the company.

• Speak with a strong, forceful voice to project confidence.

• Show off the research that you have done on the company and industry when responding to questions.

• Refrain from saying anything negative about former colleagues, supervisors, or employers.

• Stress your achievements and avoid offering any negative information about yourself.

• Ask intelligent questions about the job, company, or industry. Note that by not asking questions it may indicate that you have a lack of interest for the position or company.

• Postpone inquiring about salary, vacations, bonuses, retirement, or other benefits until after you’ve received an offer.

• Close the interview by telling the interviewer(s) that you want the job and ask about the next step in the recruiting process.

• Request business cards from each person that you interviewed with for thank you notes and recruiting status follow-up.

After the Interview:

• Immediately write down notes after the interview concludes so you don’t forget any crucial details.

• Write thank-you letters within 24 hours to each person that you interviewed with.

• Follow-up about the position 7-10 business days from your interview.

Q.12.   What are the common interview mistakes made by candidates and how should one avoid them?

Ans.    As anyone who has been in a job search for a while knows, being invited to a job interview is not something easily achieved. Becoming one of the few "job candidates" rather than being part of the usually gigantic crowd of "job applicants" is a major victory.

Unfortunately, too many job candidates blow their interview opportunities, wasting all that time and effort. Don't be one of those candidates. Never assume that the job offer is "in the bag" simply because you were invited for an interview!

What you do during a job interview is viewed as a "sample" of your work. Everything you do is being judged because they don't know you (unless you are one of the lucky referred candidates).

Show them you would be a great hire. Don't make these mistakes:

Mistake #1: Appearing uninterested.

This drives employers crazy. Most employers have more applicants than they need or want.

If you aren't demonstrably interested in them, they certainly aren't interested in hiring you.

Instead: Demonstrate your interest in the company and the job. Show up on time, appropriately dressed. Turn off your cell phone.

Ask intelligent questions that indicate you have done some research, but don't ask a question that could be answered in 30 seconds with a Google search or a peek at their website's homepage.

Mistake #2: Being unprepared.

Obvious lack of preparation is an opportunity crusher. And, lack of preparation usually becomes obvious quickly.

Instead: Be prepared! Preparation will help you demonstrate your interest in them and the job. You will also perform better in the interview when you are prepared.

Successful preparation has several elements:

• Analyze the job description and your match with it.

Write out their requirements and how you meet those requirements. Then, determine your accomplishments that align with those requirements, and write them down to help you remember them.

• Know your answers to the standard job interview questions.

In particular, be ready for the "What do you know about us" and "Why do you want to work here" questions, related specifically to this employer and job opportunity.

• Research the employer.

Yes, check out the website, as thoroughly as you can. What do they do? Do they state a "mission"? How are they organized? Where are they located? Are they part of a larger organization? If they have subsidiaries, what do their subsidiaries do?

Note the names of their products and/or services and get familiar with what each does (unless they have tens or more).

Who are the officers named on the website? Where are they located? Do you share any common background with any of them (hometown, school, service, volunteer work, etc.)

• Research the interviewers.

Hopefully you know the names of the interviewers, so check out their LinkedIn Profiles. Do you have anything in common with any of them (as above, hometown, school, etc.). Do you notice anything else about them, from the same college degrees or the same military service to similar smiling (or not) faces?

• Know (and implement) the logistics for getting to the interview on time.

If possible, do a test run at the approximate time you are supposed to be there, and plan your departure and arrival for the interview accordingly, getting comfortable with the drive or ride, tolls or fees, parking options, etc.

Being late for an interview is DEADLY. If you arrive more than 15 minutes early, find an unobtrusive place to hang out until you can officially arrive. Observe what is happening while you wait to learn more about the employer and, perhaps, have additional questions to ask.

Mistake #3: Being angry.

Angry people are NOT people employers want to hire. Angry people are not fun to work with. They may frighten co-workers and/or customers or clients. They may also abuse both people and equipment (computers, cars, etc.). Not good contributors to a happy workplace or a prosperous business, even if they don't "go postal."

Instead: If you are angry over a job loss, horrible commute to the interview, earlier fight with your kids or spouse, or anything else, dump the anger before the interview, at least temporarily.

Stop, before you enter the employer's premises, take a few deep breaths, put a smile on your face, and do your best to switch gears mentally so you are not "in a bad place" in your mind.

Mistake #4: Sharing TMI (too much information).

Sometimes, people have a whole-truth-and-nothing-but-the-truth mindset in a job interview, so they "spill their guts" in answer to every question. Not smart or useful!

I'm not recommending telling any lies, but I am recommending that you avoid boring the interviewer and blowing an opportunity by sharing too much information. If they want more details, they'll ask.

Instead: Answer their question, and then stop talking. Or, ask a question of your own.

Mistake #5: Negative body language.

If you never smile, have a limp handshake, and don't make eye contact with the people you meet at the employer's location, and especially with the interviewer, you'll come across as too shy or too strange or simply not interested.

Instead: Show your interest and enthusiasm. If you are naturally very shy or an introvert, express your enthusiasm as Wendy Gelberg, author of The Successful Introvert, suggests.

[If you're a veteran, put yourself at "Attention!" (but skip the "Yes, ma'am" and "Yes, sir").]

Smile, say hello, look them in the eye, and shake hands as though you really are happy to meet that person, and soon you will be.

Mistake #6. Not having good questions or asking the wrong questions at the wrong time.

To an employer, no questions = no interest. Number one, above, indicates how deadly that is to your success with the opportunity.

As bad as having no questions is asking the wrong questions. During the first interview, asking questions only about raises, promotions, vacation, and benefits are not usually well-received. Those questions apparently indicate that you are just interested in specific personal benefits rather than the job.

Instead: Ask the questions that occurred to you as you were doing your pre-interview research, as you talked with the people during the interview, or as you observed people in the location.

Ask for details about the job -- what an average day is like, if the job is new or being filled because the previous employee was promoted, etc.

Mistake #7: Flirting or other inappropriate behavior.

Unless you are interviewing for a job as a comedian or host/hostess in a social club, don't try to be entertaining or amusing. And, don't flirt with anyone, including the receptionist and the security guard.

Instead: If making them laugh isn't a requirement of the job, take the interview seriously. Save flirting for your second day of work.

Don't chew gum or bring food or drink into the interview. Mind your manners, like your Mother taught you, and be polite to everyone you meet there. The interview is an "audition" for the job. Show them your best!

Mistake #8: Not collecting contact information or asking the next-steps questions.

Many job seekers leave the interview(s) with no idea of what will happen next in this employer's hiring process. They also often don't know who is the best person to contact as well as when and how to contact that person.

Instead: At the beginning of the interview "play (business) cards" with the interviewer(s). Hand them your business card (or networking card, if you are employed), and ask for their card. This is the best way to gather the name, job title, location, and contact information of each person who interviews you. If you don't have this information, you won't be able to proceed with appropriate job interview follow-up (Mistake #9).

Then, as the interview ends, ask what the next steps in their hiring process are if no one volunteers the information. Find out who your post-interview contact is and when and how to contact that person. Note the email address and/or phone number carefully, paticularly if you don't have that person's business card.

Mistake #9: Failing to follow up.

Often, job seekers leave at the end of the interview(s) with a sigh of relief that the interview is over, and they can get on with their lives. They leave, and wait to receive a job offer.

Instead: Remember this is a demonstration of the quality of your work as an employee.To stand out in the crowd of job candidates, which usually number four or five, immediately send your thank you notes to each person who interviewed you. Also send a thank you to the external recruiter, if one was involved, or the employee or networking contact who referred you for the opportunity, if you were referred.

Mistake #10: Forgetting the interview is a two-way street.

Don't go to the interview thinking that you are the only one trying to "make a sale." You need to ask questions to help you discover if the job, the people you would be working with, and the employer are what you want. You also need to decide if you would be happy working there for at least one year.

Instead: Have your own list of questions ready (not the ones in #6 above). Observe what is happening at the location. Are employees and customers smiling or not? Do people seem busy or bored? Does the environment look like a pleasant place to spend most of your day? Is the location is good or bad for you (commute, parking, personal safety, etc.)? Anything else catch your attention (noisy, very quiet, bad music playing constantly, crummy restrooms, scary elevators, etc.)?

Moving On

Everyone makes mistakes, and, often, the mistakes are not "fatal" for your job search. But, do your best to avoid these errors and you should have a short job search.

Q.13.   How do you impress the Interviewer?

Ans.    Once you master the small talk, here are some tips that will help you impress your interviewer.

• Work on your handshake: Don‘t offer up a flimsy or sweaty hand. Instead, when you meet with prospective employers or interviews, offer a firm handshake, with one or two pumps from the elbow to the hand. It‘s a good way to illustrate your confidence and start the interview off on the right note.
• Get serious: If you take a casual approach to the initial interview with a company, especially with a screening interviewer from the human resources department, you may be sealing your fate. Job seekers should treat every interview as if it‘s their one and only chance to sell themselves to the recruiter.
• Get the practice: If you find yourself being offered an interview for a job you are not really interested in, go on the interview anyway; you can make contacts for future job opportunities and get valuable interview practice.
• Be enthusiastic: Bring a positive attitude to your interview. Most interviewers won‘t even give a second thought to someone who has a negative presence or seems like they almost need to be talked into the job. “You‘re selling yourself, and part of you is the positive approach you‘ll bring to the office every morning,” says Alison Richardson, a recruiter for several New York financial firms. “That smile and friendly demeanor go a long way.”
• Ask questions: When interviewing for a new position, it‘s essential to have a handful of questions to ask your potential employer. Some questions could include: What do you consider to be the ideal background for the position? What are some of the significant challenges? What‘s the most important thing I can do to help within the first 90 days of my employment? Do you have any concerns that I need to clear up in order to be the top candidate?
• Tell a story: Your interviewer wants to know about your skills and experiences, but he or she also wants to know about you. Don‘t fire off routine answers to questions. Instead, work your answers into stories or anecdotes about yourself. People remember the people who are interesting. Prove your value by tailoring stories that address the main concern an interviewer may have: What can you do for us?
• Show restraint: During an interview, what you don‘t say may be as important as what you do say. As a rule, don‘t talk about money or benefits, especially during the first interview. You should already know if you fit the parameters. Don‘t badmouth about any of your past employers. Organizations don‘t hire complainers. Don‘t mention outside career aspirations or part-time jobs. Employers are looking for people who want to be part of their organization for the next decade and beyond.

Whatever you do, don‘t mention the need for an immediate vacation. First of all, you‘re making an assumption that the recruiter wants to hire you. Second, you‘re essentially removing yourself from the list of potential candidates. A job candidate we once interviewed was quick to announce that she needed time off immediately for a two-week honeymoon. We hadn‘t even offered her the job. Needless to say, we didn‘t. Certainly, there are scenarios in which you‘ll need to discuss pending scheduling conflicts, but the interview isn‘t one of them.

• Be memorable: Considering the number of job seekers interviewing for positions today, it‘s fair to suggest that many HR workers can hardly keep track of the differences. That‘s why it‘s important to do or say something that will allow you to stand out in the mind of your interviewer. It will strike a personal note and also provide a point of reference when it‘s time to recall the top candidates. Sure, the job candidate with “American Idol” experience we mentioned in the introduction had no real usable background for the job we were looking for, but he was memorable.

When 24-year-old Noreen Hennessy was looking for a job in marketing in a tough San Francisco job market, she mentioned to one interviewer that she recently ran in a Tough Mudder competition, a hardcore obstacle course that pushes one‘s physical and mental skills to the limits.

“She had a picture of her and some friends covered in mud on her desk,” Hennessy says. “I casually brought up the Tough Mudder, and she had a million questions. Our interview was pretty much over by then, but our conversation went on for another 10 minutes.”

Hennessy says she didn‘t get that job, but because of her interviewer‘s interest in the event, she put it on her resume as one of her interests and activities. “Every recruiter I spoke with after that would bring it up,” she says. “It became a major talking point and I think it said a lot about my grit and determination.”

Hennessy says she took some time off from the job search to assist a friend in setting up an event-planning business, which she says may or may not turn into a long-term job. “I‘m getting paid, working with people I like, learning a lot,” she says. “There are a million shades, but marketing is marketing. What I practice at the startup level will be something I can bring to the corporate level and it‘s certainly something else I can talk about during interviews.”

Ask for the job: “Tell your interviewer you want the job — period,” says Dana Fulbright, an IT recruiter for Universal Studios in Orlando, Fla. “So many people leave without ever saying they want to be hired. It sounds so simple, but it‘s true. Let your employer know that you want to work there.”

Q.14.   Explain Debating along with the right way of being an active debater.

Ans.    We live in a world where we communicate with others all the time. Debating is a more formal way of communicating. It builds confidence and self esteem in people. If we can speak publicly and convey our ideas and thoughts coherently and passionately, we have a valuable tool that can aid us in our public, private and future lives.

Rules

A debate has two teams: an Affirmative and a Negative. Each side consists of three speakers. The First Affirmative speaker begins the debate, and is then followed by the First Negative speaker. This pattern is maintained for the second and third speakers of each team. Each speaker speaks for a set time, with a warning bell, to give them a little time to sum up and finish, then a final bell. Each speaker has certain ‘duties’ to attend to as they speak (see ‘Duties of Speakers’). All debaters must begin with “Madam/Mr Chairman, Ladies and Gentlemen”. A debater may have an interesting opening which s/he may use just before “Madam Chairman etc…” which is fine. Speakers don’t have to say “thank you” when they finish, but may if they wish.

As a debater, it’s important that you make points that are clear, relevant and easy to understand. The use of a verbal illustration or an analogy may help you to clarify complicated terms. However, you should remember that examples are not proof of a point. An effective way of constructing your argument is to arrange it with the least important point first to most important point last. People generally remember what has been said last. In presenting and developing your argument remember to explain what you mean to prove, what the scope and implication will be, and why it is true with facts and evidence (not just assertions) to support your case.

Planning

There are a number of things that you can do in preparation for a debate. Below are some suggestions.  Keep up with newspapers, magazines and books

·  Record material, ideas and keep notes

·  Observe and assess other speakers, including public figures

·  Evaluate your material

·  Talk to other people, ask their opinions

· Open a file and keep articles, quotes or humorous cartoons.

Learn to express your thoughts in a more word enriched way – develop word pictures. Use a dictionary or thesaurus to improve your vocabulary. Your Argument You will feel a lot happier approaching a debate if your preparation has been thorough. Explore your topic, discuss it with friends, look through books etc. to help support your argument. If you believe in what you are saying you will convince your audience as well. Have the strength of your convictions (sometimes after research we can truly see both sides of the coin!).

Notes

Keep notes short and succinct on small cards, but in big writing. Number each card so that if they fall you can sort them easily. Notes are a little reminder of what you want to say. You rule them, not they you.

Timing

Before your debate, you need to run through roughly what you are to say so that you can be confident of your timing. If your speech is too short, expand on some of your material, give examples, or analogies. If your speech is too long, is some information irrelevant, is there too much padding? What you say Keep a dictionary or thesaurus handy to improve your vocabulary. You don’t have to be pretentious or use 26 syllable words, but an extended vocabulary makes what you say more interesting.

Humour can go a long way in getting a message across. Keep a file of jokes and cartoons which may come in handy. Quotes of famous people also help to substantiate your point of view.

Two important things to remember:- 1. Think of your opening – exactly what you are going to say – it has to grab everyone’s attention 2. End on a positive note firmly expounding your view (possibly with a quote). A strong opening and a strong finish will give you confidence.

Q.15.   Differentiate between Debate and Group Discussion.

Ans.    Most of us know the meaning of debate and group discussion as we see and take part in these speaking activities frequently during college years. We see Presidential candidates debating over serious policy issues over national television and also see legislators debating about the legality or otherwise of a provision in the parliament. On the other hand, students having passed a written exam are often asked to take part in group discussion to reveal their leadership qualities. There are many more differences between debate and group discussion that will be highlighted in this article.

Debate

A debate is a form of discussion where there are usually two speakers exchanging their views on a subject or several public issues. Speakers are given the chance to speak as they counter the points raised by others with the help of their arguments. An audience is a part of the debate in the form of listeners, and there is no input from the audiences. Debates are meant to be constructive through an exchange of ideas but usually it is seen that speakers try to score brownie points over each other as also to win over audiences making it a destructive debate. However, the basic purpose of a debate is healthy exchange of ideas and opinions.

In schools and colleges, debating is an art of public speaking where the contestants are encouraged to exchange their ideas and opinions freely, taking turns to speak and counter the points raised by other contestants.

Group Discussion

As the name implies, a group discussion is a discussion between participants on a chosen topic. Participants are allowed to take part in the discussion freely, and there is actually a healthy exchange of ideas and opinions. It does not matter if a speaker in a group discussion is taking a position for or against a topic as long as he can justify his position through reasoning. However, there is no winning or losing in a group discussion as the process leads to a better understanding of a topic, whether it is a social issue or the provisions of a new proposed law.

These days group discussions have become an important tool for selection of right candidates for an organization as they reveal certain attributes in people that are otherwise difficult to identify. It is seen that many people, though they seem to be knowledgeable, become tongue tied in group situations. To screen such people as they become a liability for an organization if they are required to work in groups, group discussions prove to be a handy tool.

Difference between Debate and Group Discussion:

• Debate is for argument and to attack to win while group discussion is to exchange ideas and opinions for a better understanding of a topic.

• In a debate, speakers take turns to present their points while, in a group discussion, all participants can discuss a topic presenting their opinions without turns.

• The views of all participants matter in a group discussion while, in a debate, a speaker has to defend or attack to win.

• Debate is an argument while group discussion is communication of ideas

• Group discussion is constructive and cooperative while debate can be destructive too.

Q.16.   How should one prepare a speech?

Ans.    Preparing a speech isn't difficult. There are tried-and-true steps for putting together a talk, to get a speech in order and speech anxiety under control.

1.         Be clear on the occasion. It's important to know what kind of speech you're giving and why your audience is gathering to hear it in order to get started on the right foot. Understand if your speech is meant to be a personal narrative, informative, persuasive or ceremonial.

·       Personal narrative. A narrative is just another word for story. If you're asked to tell a story about yourself, find out if the intention is to use something that's happened to you in order to teach a lesson, convey a moral, offer inspiration or simply to entertain.

·       Informative speech. There are two kinds of informative speeches: process and expository. If you're charged with doing a process speech, the idea is for you to explain how something is done, how something is made or how something works. You take your audience step-by-step through the process. If your speech is meant to be expository, your job is to take what might be a complex subject and break it down into sections as a way of educating your audience about the topic.

·       Persuasive speech. If you're meant to persuade, then your job is to convince your audience to adopt a particular way of thinking, a belief or a behavior that you advocate for.

·       Ceremonial speech. Ceremonial speeches run the gamut from wedding toasts to eulogies, from graduation speeches to farewell addresses. Many of these speeches are intended to be short and the focus is often on entertaining, inspiring or increasing the audience's appreciation for someone or something.

2.         Pick a topic that will interest your audience. If you have the option, choose to speak about something that your audience will find interesting or enjoyable. Sometimes, you don't have a choice about your topic--you find yourself assigned to speak about something in particular. In that case, you must look for ways to keep your audience engaged in what you have to say.

3.         Set a goal. Write a one-sentence statement about what you want to accomplish on behalf of your audience. It could be something as simple as "I want my audience to learn the four things they should look for when buying a diamond" or "I want to convince my audience to give up fast food for a month." It may sound simplistic, but writing down this kind of goal statement does two thing: it helps keep you on track as you begin putting your speech together, and it helps remind you to keep your focus on your audience as you move through your speech preparation process.

4.         Always keep your audience in mind. It would be a terrible waste of time and effort if you devoted yourself to putting a speech together and the audience tuned out or couldn't remember a word you said by the time you were done. You continually want to think of ways to make what you have to say interesting, helpful, relevant and memorable to your audience.

·       Read the newspaper. If you can find a way to link your speech topic to something that's happening in the news, you can highlight the relevance of what you have to say to your audience.

·       Translate numbers. Using statistics in your speech can be impactful, but they can be even more meaningful if you translate them in a way the audience can understand. For example, you could say that worldwide, 7.6 million people die of cancer every year, but to make it more relatable, you might want to follow it up by saying that that number represents the entire population of Switzerland.

·       Express the benefits. It's a good idea to let an audience know exactly what they'll get out of your speech, so that they're primed to listen. If they'll learn how to save money, tell them. If the information you're about to share will make their lives easier in some way, make that clear. If they'll gain a new appreciation of someone or something, let them know.

5.         Know your subject. In some cases, you might need to do nothing more than sit down, gather your thoughts and put all of your ideas on paper. Other times, your topic will be unfamiliar enough that you must do research in order to speak about it knowledgeably. Most times, you'll fall somewhere in between the two extremes.

6.         Do broad research. The internet can be a great source to find out more about your speech topic, but don't necessarily stop there. If you're a student, use your school's library or library databases. Many public libraries subscribe to databases that house thousands and thousands of articles. I you have a library card, you have free access to those databases. Think about interviewing someone who's an expert in your topic or conducting a survey. The more ways you go at gathering the information you need, the more successful you're likely to be. Plus, using various research sources gives your speech breadth.

7.         Avoid plagiarism. When you do use information you got from an outside source in your speech, plan to give credit to that source. To do so, keep track of where you're getting your information so that you can cite it later on.

8.         Decide if you'll outline or script. Narrative, informative and persuasive speeches lend themselves well to being outlined while ceremonial speeches are best written out.

·       Outline. When you outline, you're simply organizing and structuring your speech as a series of points. For example, if you were giving the speech mentioned above: "I want my audience to learn the four things they should look for when buying a diamond," you might designate one point for "Cut," one for "Color," one for "Clarity" and one for "Carat." Under each of those points, you'd offer your audience more information and detail.

Outlines can be written in complete sentences or they can be a series of abbreviated phrases and reminders. Another approach is to begin by writing complete sentences and then transferring your outline on to note cards on which you abbreviate those sentences using just the words and memory prompts you need.

·       Script. One reason that it makes sense to write out ceremonial speeches is because the words you choose to express yourself in these kinds of speeches are particularly important. You're meant to inspire or entertain or pay tribute to someone, so saying exactly what you mean and have prepared increases your chances for success.

Pull out your old English textbooks and review things like similes, metaphors, alliteration and other kinds of figurative language. These kinds of devices can add to the impact of a ceremonial speech.

Beware one pitfall of the scripted speech: having a page full of words in front of you can cause you to fall into the trap of simply reading from your script without every looking up, making eye contact or engaging with the audience in any way. Thorough practice should help to eliminate your chances of falling into this trip.

9.         Be sure you have all the pieces in place. A speech includes three basic pieces: an introduction, a body and a conclusion. Be sure your speech contains all of these elements.

·       Introduction. There are two things that most good introductions include: an attention-getter and a preview of what's to come in the speech.

·       Give an attention-getter. The most important thing you must do in your introduction is to grab your audience's attention. You can do this in a number of ways: ask a question, say something surprising, offer startling statistics, use a quote or proverb related to your speech topic or tell a short story. Take the time to figure out how you'll grab your audience's attention--it's easier to get them hooked in the beginning than to try to get them interested as your speech progresses.

·       Offer a preview. Think of a preview as kind of the "coming attractions" of your speech. Plan to tell your audience the main points you'll talk about in your speech. There's not need to go into any detail here; you'll get to that when you come to the body of your speech. You can write a preview that's simply one sentence in length to cover what you need to say here.

·       Body. The body is where the "meat" of your speech resides. The points you outlined or the information your scripted make up the body. There are several ways to organize the information within the body of your speech--in time sequence, in step order, from most important point to least important point, problem-solution, to name just a few. Choose an organizational pattern that makes sense based on your speech goal.

·       Conclusion. There are two things to accomplish in your conclusion. this is not the place to introduce any new information; instead, the idea is to wrap things up in a way that's memorable and definite.

·       Give a summary. One of the way an audience remembers what a speech was about is through intentional repetition. In your introduction, you gave a preview of what you'd be talking about. In your speech body, you talked about those things. Now, in your conclusion, you remind your audience what you talked about. Simply offer a brief review of the main points you touched on in your speech.

·       End with a clincher. A clincher is a memorable, definitive statement that gives your speech a sense of closure. One easy way to do this is to write a clincher that refers back to what you said in the attention-getter of your speech. This helps bring your presentation full circle and provides a sense of closure.

10.     Give yourself plenty of time. The more time you have to practice your speech, the more prepared you'll feel, and as a result, the less nervous you'll feel. One guideline for the amount of time to spend on preparing a speech is one to two hours for every minute you'll be speaking. For example, you might want to devote 5 to 10 hours of prep time for a 5-minute speech. Of course, that includes ALL of your preparation from start to finish; your rehearsal would be just a portion of that time.

Leave yourself time to practice. If you're given to procrastinating, you could find yourself with very little or no time to practice before you deliver your speech, which could leave you feeling unprepared and anxious.

11.     Practice in front of people. Whenever possible, give your speech in front of family members and friends. If you want their feedback, give them specific guidelines for what you'd like them to comment on so that you don't feel overwhelmed by helpful notes.

·       Look at your audience. Almost nothing does more to keep an audience engaged than eye contact from a speaker. As you rehearse your speech, be sure to look at the family members or friends who've agreed to be your audience. It takes a bit of practice to be able to look at your outline, script or note cards, capture a thought or two and then come up and deliver that information while looking at your audience. It's yet another reason why rehearsal time is so important.

·       If you don't have the opportunity to practice in front of people, be sure that when you do rehearse, that you say your speech aloud. You don't want your speech day to be the first time you hear the words of your speech coming out of your mouth. Plus, speaking out loud gives you a chance to double-check and correct any mispronunciations, practice articulating your words clearly and confirm the timing of your speech (We speak more quickly when we simply recite a speech in our heads).

12.     Be OK with changes. One thing rehearing your speech allows you to do is to make any necessary changes. If it's running too long, you have to cut some material. If it's too short or some sections seem skimpy, you add more. Not only that, but each time you practice your speech aloud, it will come out a bit differently. That's perfectly fine. You're not a robot, you're a person. It's not necessary to get your speech word-for-word perfect, what matters is conveying the information in an engaging and memorable way.

13.     Reducing Speech Anxiety.  It's common for people to feel physical symptoms of nervousness--rapidly beating heart, quick breathing and shaky hands--before giving a speech. That's a perfectly normal response caused by a release of adrenaline in the body--something that happens when we feel threatened. The key is to engage in physical activity to help move the adrenaline through your system and allow it to dissipate.

·       Clench and release. Ball up your fists really, really tight and hold for a second or two and then release. Repeat this a few times. You can do the same thing by squeezing the muscles in your calves very tightly and then releasing. With each release, you should feel a reduction in your adrenaline-induced symptoms.

·       Take deep breaths. The adrenaline in your system causes you to take more shallow breaths that, in turn, increase your feeling of anxiety. You need to break the cycle. Take a deep breath through your nose and allow the air to fill your belly. Once your belly is full, let your breath fill and expand your ribcage. Finally, allow your breath to move fully into your chest. Open your mouth slightly and begin to exhale starting first with the air in your chest, then the air in your ribcage and finally the breath in your belly. Repeat this inhale-exhale cycle five times.

14.     Focus on your audience. While it might seem difficult to believe, a good speech is really not about you, the speaker. It's about the audience. Plan to put your total focus and concentration on your audience throughout your speech, especially in the beginning. Really take them in and check out the non-verbal messages they're sending you--do they understand what you're saying? do you need to slow down? are they in agreement with you? would they be open to you moving closer to make a stronger connection? If you put your attention fully on your audience, you won't have time to think about your own nerves or anxiety.

15.     Stay positive. Even if you're feeling nervous, do your best not to engage in a lot of negative talk. Instead of saying "This speech is going to be a disaster" say instead "I did the best I could preparing this speech." Replace "I'm a nervous wreck" with "I feel nervous, but I know that's normal before a speech, and I won't let that stop me from doing my best."

Negative thoughts are incredibly powerful--one estimate is that you need five positive thoughts to counteract every one negative thought you have, so steer clear of them.

UNIT IV

Q.17.   What points should be taken care of in English Pronunciation?

Ans.    Accurate pronunciation is an important part of learning any language. The way your speech sounds can have a big impact on whether or not people understand what you are saying and their initial impression of you. The tricky thing about pronunciation is that it not just a question of acquiring knowledge, it’s a physical skill that you need to practise regularly.

How to improve English pronunciation

There are no shortcuts to perfect pronunciation, however there are some ways you can practise more effectively and improve your skills faster. Follow our ten top tips, start improving your pronunciation today and take a step closer towards your goal of perfect English pronunciation.

1. Listen to yourself

It’s often difficult to hear pronunciation errors in your own speech because you are concentrating actually communicating rather than the sound you are making. If you can’t hear your pronunciation problems, it’s tough to correct them. Try recording your speech with your smartphone or PC and making a note of specific areas you need to improve on

2. Slow down!

Many English learners think that speaking fluently means they need to speak fast. This is wrong. Speaking too fast reinforces bad habits and makes the speaker sound nervous and indecisive. Speaking slowly will give you time to breathe properly and think about what you want to say next. Because it gives you time to think while you are speaking, you’ll feel more relaxed and be able to concentrate on making your English sound fantastic.

3. Picture it…

Close your eyes and think about how to make a sound before saying it. Visualize the positioning of your mouth and face. If you have studied with the phonemic chart, think about the sound you are making and how it relates to other English phonemes. If you have used diagrams of the mouth and tongue, think about the shape you need to make inside your mouth if you want to make the sound correctly.

4. Get physical!

Pronunciation is a physical skill. You’re teaching your mouth a new way to move and using different muscles. Focus on difficult sounds each day. Having trouble with ‘th’? Put your tongue between your teeth (don’t bite down) and blow air out of your mouth. Feel the air move over the top of your tongue.

5. Watch yourself

Stand in front of a mirror to see the placement of your tongue, lips, and shape of your mouth when you make certain sounds. Compare what you see with a video of a native-speaker saying the same thing.

6. Copy the experts

There’s no replacement for learning pronunciation from the experts – native-speakers. So listen! Listen to English radio programs and watch television and movies in English. Imitate what you’re hearing – even if you’re not sure what they’re saying yet.

7. Practice English alone

Pronunciation problems persist because we’re afraid to make mistakes. Create scenarios – meeting someone for the first time, ordering at a restaurant, asking for directions – then act out the dialogue by yourself. Don’t be shy.

8. Find a language buddy

Getting feedback from an outside observer is crucial. Find a friend who’s also interested in improving their English. Try exchanging recorded messages so you can listen closely to each other’s pronunciation.

9. Pay attention to intonation and stress

Good pronunciation is more than just mastering individual sounds. It’s also understanding intonation (the rise and fall of the voice) and stress (some sounds in words and some words in sentences are louder or clearer than others). Read poems, speeches and songs aloud, concentrating on the word stress and intonation.

10. Sing a song!

Learn the words to popular English songs and sing along. Singing helps you relax and just get those words out, as well as helping your rhythm and intonation. Because you don’t need to concentrate on constructing sentences for yourself, you can concentrate on making your pronunciation sound great!

Give each of these tips a try next time you have a chance and find out which of them works best for you. Remember, none of them is an instant fix but they will all help you reach your goals as part of regular practice.

Q.18.   What is the significance of effective Speech in hospitality industry, especially in hotels? Elaborate.

Ans.    Hotels are a whole different world!

They’re a place where tourists, families and businesspeople can rest at the end of a long day.

They also offer fantastic job opportunities.

But working in a hotel usually requires one specific skill: spoken English.

Hotel visitors may not always know the local language where they are. They will probably know English, though!

English is a language spoken all over the world.

If people from France or Italy (or anywhere else) visit your hotel, you might not be able to speak with them in their language. But there’s a good chance they will understand enough English to communicate.

Still, the English spoken by hotel staff is not regular, everyday English.

It’s much more polite and formal, and there’s certain vocabulary that gets repeated a lot.

In this post, we’ll talk about the difference between hotel English and everyday English.

We’ll also talk about what learning hotel English can do for you.

But first, what are your goals?

Learning English with a goal in mind

Learning with a purpose (goal) makes it easier to focus your efforts. Instead of learning just any new vocabulary, you might learn new vocabulary for the hotel industry. Instead of learning how to have just any conversation, you might think about how to answer questions from hotel guests.

A goal gives your learning an end, something to reach. Without a goal, you might feel overwhelmed.

And finally reaching your goal can feel amazing!

Learning English for the hotel industry is an excellent goal.

Here are some ideas to get you started:

• Learn the benefits of working in the hotel industry.
• Learn the difference between everyday English and hotel English.
• Find out how you can learn hotel English.

We can help you do all three of those things right here in this article! Just read on.

Reasons for learning hotel industry English

According to Face the Facts, the hospitality industry got almost 300,000 new jobs in 2011, just in the United States. “Hospitality” refers to a larger industry that includes food service and accommodation (hotels).

The hotel industry is growing all over the world. More and more job seekers are turning to hotels and tourism. That’s because there are plenty of jobs and the pay is often great. Plus, hotels are great places to work!

In the hotel industry, you get to work with fantastic people. Hotel staff are chosen for their energetic and pleasant personalities. Also, you can meet people from all over the world!

There is also lots of room to grow. You can turn working in a hotel into a career where you can manage people and projects. That probably sounds better than working 9-5 in the same chair for the rest of your life!

Best of all, the hotel industry will always be around. No matter what’s going on with other industries, people will always need hotels. People will always need places to rest when they’re not home.

Of course, focusing on hotel English shouldn’t keep you from learning regular English. It may even give you more confidence!

In fact, working in a hotel will require you to use all kinds of English: You may end up chatting with a visitor about where they’re from. You may talk to co-workers during breaks. You may have to tell people about the area or the weather around the hotel.

On FluentU, you can improve your English with fun, real-world videos that have been turned into personalized language learning lessons. You can find videos to help you learn English for customer service, business, being polite, having conversations and more!

Having better all-around English will improve your job prospects in the hotel industry. So keep learning everything you can!

How hotel English is different from everyday English

We mentioned earlier that hotel English is different from everyday English. That’s because as an employee in a hotel, your job is to make sure the customers are having a great stay. Whether you’re working as a concierge, receptionist or in any other position, you will need to know hotel industry English.

Here are some things that make hotel English different.

There is a lot of repetition 

Working in a hotel means repeating several phrases many times. You might be repeating certain phrases all day.

For example:

“I hope you enjoyed your stay. How will you be paying today?”

This is great news if you’re worried about saying something wrong when you first start out. Just remember the correct phrases and you’ll be fine! You will learn more as you speak to more people, and your English will grow naturally.

Useful phrases:

• I hope you enjoyed your stay. This is said when someone is leaving the hotel.

• Please let me know if you need any assistance. (Please tell me how I can help.)

• Everything is in order. (All the information looks OK.)

• I can show you to your room. (I’ll walk you up to your room.)

• Check-out/in time is at [time]. “Check-in time” is the time a guest can have access to their room.

Hotel English is polite and formal

Imagine a beautiful hotel lobby, where the receptionist at the desk greets you like this:

“Welcome to our hotel. How may I be of assistance today?”

Now imagine the same situation, only the words spoken by the receptionist are:

“Hey there, how’s it going? You need something?”

It’s not quite the same, is it? Working in a hotel means using more polite language than you would in your everyday life. It doesn’t matter if you’re speaking to an important businessman or a tourist on vacation. Everybody visiting the hotel is treated with the same high level of respect and formality.

Useful phrases:

• How may I be of assistance? (How can I help?)

• Breakfast is complimentary. (Breakfast is free.)

• I’m sorry, there are no vacancies at the moment. (Sorry, we have no free rooms.)

A large part of your job will be answering questions and requests

In a casual environment, you might be asked to talk about your hobbies or other personal things. In a hotel environment, you will be asked about the hotel and the area around it.

So learning hotel English isn’t just about learning the English. It’s about learning everything you might be asked about your hotel or location.

In hotels, people make requests often. Part of your job will be understanding what’s being asked and responding properly. A great way to make sure you understand something is to repeat it back in your own words.

For example, let’s say someone says, “I’d like a wake-up call at 7.” You can reply, “So you would like me to call you at 7 to wake you up?”

You would then follow up with a proper response, such as, “Not a problem. I’ll take care of that for you.”

Useful phrases and examples:

• The best way to get from here to the airport is by taxi. Would you like me to call one for you?

• We have a number of museums located nearby. Are you interested in anything in particular?

• Our exercise center is located on the second floor. It is free of charge, but you will need to present your room key at the entrance.

Part of knowing hotel English is knowing how to handle problems with courtesy

While most of your job should be pleasant, once in a while there are problems and mix-ups. When this happens, you will need to keep cool and polite. You will need to resolve problems with a smile.

There is proper language to use when you want to keep a situation under control. You might say, for example:

“I’m sorry to hear that you’re not happy with your room.”

Being understanding and wanting to help are important, so you could add:

“Please let me know what I can do to help make your stay more enjoyable.”

Useful phrases and examples:

• I’m sorry our concierge forgot to give you a wake-up call this morning. Will you accept a voucher for a free meal at our restaurant by way of apology?

• I understand that you wanted to use the business center, but it is closed for the day. Would you be willing to use a vacant suite as an alternative?

• I will be happy to let you speak to my manager. Please take a seat and I will get in contact with her.

Overall, though, hotel English is very simple!

As part of a hotel’s staff, you will be dealing with native English speakers and non-native speakers. This means many different levels of English will be spoken, and you will need to be understood by everyone.

That’s why hotel English is simple and to the point. As long as you are polite and clear with your speech, you will do great!

How to learn hotel English

Here are a few ways you can focus on hotel English:

• Online hotel English courses. There are many places online where you can take courses, sometimes even for free. Some of these places have hotel English courses, specifically for people who are interested in becoming employees in a hotel. The online course website Alison, for example, has an English for Tourism course. This course can help you learn the English you would need to work at a hotel front desk. English Central also has an online course, as do many other online course websites.

• Courses at the hotel. Many hotels have ESL programs, and will actually make English lessons available for their staff. It might be part of your training, or you may need to ask for it. If you’re already employed or looking to be employed at a hotel, check what kind of English learning programs are available.

• Similar jobs. If you’re not ready to get a job at a hotel yet, you can prepare your English by getting a job that requires similar skills. Working as a secretary, receptionist, sales representative or in other “customer-facing jobs” will get your English ready for a job in a hotel. And any of these jobs will look great on your resume!

• Friends. If none of the options above are possible, you can always get together with friends and practice! Take turns playing the roles of the hotel visitors and the positions around the hotel.

If you’re learning English to improve your job options, the hotel industry might be exactly the opportunity you’re looking for.

Remember, learning hotel English in addition to regular English is recommended if you want to work in the hotel industry.

If you do both, you’ll have an easier time getting a job (and working) in a hotel!

Q.19.   Elaborate upon the importance of Telephonic Communication in business, with reference to hotel industry.

Ans.    According to Graham Williams of Centre-ing Services, communication by telephone will be reduced to 5 percent of all business communications by 2015. Businesses have other options, such as digital communication through email, texting and social media. Telephone communication may be slower than its new-media counterparts, but it still has benefits in an increasingly impersonal world. The telephone call, which connects a caller with a human voice, is still an important business component.

Personal and Immediate

Short of talking with someone face-to-face, a phone call is the best way to get a personal response. If the person you called is available, you can take care of business on the spot. With other forms of communication, such as texting or email, you leave a message and hope for a quick response. Phone calls have a vocal backup in the form of voice mail. The caller can leave a detailed voice message, without the restriction of a certain number of characters or typing a text message on a tiny cell-phone keypad.

Effective

Dr. Albert Mehrabian’s 1967 study, “Inference of Attitudes from Nonverbal Communication in Two Channels,” named three components of effective communications: body language accounts for 55 percent, voice tone for 38 percent and spoken words for 7 percent. On the telephone, voice tone give dimension and emotion to words, increasing the effectiveness of the communication. Certain body language, such as smiling and standing while talking, may come through in the conversation. Texting and emails are simply words open to interpretation by the receiver, without the benefit of voice tone or body language.

Interactive

Teleconferencing calls bring people together from all over the organization at a fraction of the cost of travel and meeting facilities. Attendees can phone in using a toll-free number and access code to join a virtual conference room where members can interact with the moderator and other members. Conference calls can be used in conjunction with video conferencing to view presentations, ask questions via the Internet and discuss answers with all attendees.

Confidential

Some communications, such as condolences, disciplinary issues, sensitive and confidential issues, should be handled with a personal phone call. Taking the time to make a phone call carries more weight than an impersonal text or email. Without the opportunity for two-way communication, sensitive issues may be misinterpreted. Text messages and emails become legal documents and can be retrieved as evidence long after deletion. Some businesses monitor and record phone conversations between employees and customers for training purposes. Deleted voice-mail messages may not be retrieved and do not leave a record of the conversation.

Safe

Making phone calls while driving may be hazardous, but Bluetooth technology makes hands-free dialing and conversation safe – freeing up travel time to provide availability for business calls. Texting and emailing while driving are hazardous and, in some states, illegal.

What do you think should be the most important quality of a hotel manager? If someone were to ask me, I’d say it would be the capability to communicate effectively with the staff, colleagues and guests. In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and well-executed in the hospitality industry.

Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. A few hotels spend considerable amount of money on training their staff to interact with the guests. Good communication skills are a learned art and not a natural skill so one should consider training to enhance staff skills. Excellent communication skills enhance guest experience as it conveys that you are listening to your guests, valuing their feedback and conveying clear messages. Apart from communicating with the guests, your staff ought to know how to write emails. Good communication skills will impress your guests which will further prove beneficial to your hotel business.

Not only does the staff need to communicate successfully with the guests but also with other department employees. Few of the staff members might be able to speak in manageable English but those who don’t have English as their first language suffer due to their inability and fail to understand simple instructions and information. Department heads often face problems such as:

– Failing to communicate well with guests which may result in lack of confidence among the staff members

– Failing to process written documents such as emails, reports and other collaterals

– Failing to understand the hotel management software hotels use these days

Being the department head, if you are often facing such challenges then there is a problem and you need to look into it sooner. Here are some suggestions:

Conduct Staff Training

Arrange for a communication skills program that will be helpful for your employees to communicate effectively with the guests in crucial circumstances like dealing with complaints, co-ordinating between departments, attending to guests at the front desk and helping in documentation like menus, bills, reports and other hotel procedures. The training should be conducted once a month so that they get a chance to improve their communication skills. Also, encourage your hotel staff to communicate with each other in English.

Listen to your Employees

Successful communication is a two-way process which requires the management to periodically listen to their staff member’s views and ideas. If the management head does all the talking, employees tend to become lethargic. You need to listen to your employees as they are the ones dealing with the guests on a direct, day-to-day basis. For all you know, they might have ideas to better customer service or improvising of hotel functions if they encounter problems. The best way to listen to your employees is to hold feedback sessions on a weekly basis, take their inputs seriously and reward them. Motivate your hotel staff to help you in taking the hotel business forward.

Train your Staff on Attending to Guests

Your employees should know how to communicate well with your guests. There may be instances where your hotel might receive a complaint from guests in verbal or written form through reviews. The person in-charge to solve these matters must be well-trained in order to handle the issue wisely and subtly rather than ignoring it or dismissing it. Urgent matters can be handled with ease if your staff has good communication and behavioral skills.

The Mirror Technique

The best way to successful communication is to observe your guest’s own communication style and to respond accordingly. For instance, when you are dealing with a guest, you may notice that some guests make small conversations and others may be interested in the issue to be dealt with quickly and spontaneously. So observe your guests and act accordingly as it is important to think how you address your guest or deal with complaints (use humor for light-hearted guests).

Results of Great Communication Skills

– Improved customer service

– Better understanding of the instructions from supervisors among the staff members

– Great understanding of the latest technology used by hotels

– Boosted confidence to approach guests

– Positive attitude towards the workplace and higher level of understanding between the department heads

As stated above, effective communication skills is a learned art and not a natural skill so it doesn’t mean that the relevant skills cannot be developed. Hotels should emphasize on providing communication skills training courses which cover everything from basic communication techniques to advanced empathy skills program.

Q.20.   How to Effectively Use the Telephone in Hotel Industry?

Ans.    In hotels and many hospitality businesses, we were taught by almost everyone that the best way to make a positive impression in phone communication was a courteous, friendly voice answering the call promptly (within three rings).  With the changes in technology the past ten years, a growing number of hotels have embraced the automatic answering device.  When one listens to these machines, you realize you can push one number for sales, another for accounting, another for the restaurant, another for guest information and so on.  Now from my professional and personal perspective, I recognize that these might have certain efficiencies built into them and they do work – at times.  I know from my experiences in communicating with the phone company, the cable company, banks and many other “service” organizations that too many of these automatic responses are unclear and that one has to repeat the request several times.  I know my level of frustration when I find myself wanting to raise my voice to the machine, which of course has no value to anyone.

Hospitality is based on high touch and personal interaction.  I encourage anyone reading this to consider some of the following ideas relating to telephone communications in hotels and hospitality businesses:

1.                   Whenever possible, have a trained, live person answering the phones.  We all know of exceptional companies of all sizes that have one outstanding person who answers calls and they are a real pleasure to speak with.  When was the last time you called your hotel or hospitality business?  What was that experience like?

2.                   Voice Mail – this can be a positive way to collect messages.  A recommendation is to consider changing your personalized message twice a week.  It keeps your message fresh, it causes you to reflect on what you are communicating and it does show attention to detail.

3.                   Wake up calls – these used to be made by live people, and there were bottlenecks at peak hours. The options today include daily weather updates, a pleasant voice reminding guests of breakfast options and other personalized options.  They also include the loud repeating BUZZ, BUZZ, BUZZ message.  I know which I'd prefer.  What happens at your hotel? 

“It is the little things that can make a huge difference, and the phone is a central communicating center that is used by literally every guest every day.  At your next meeting (and every week thereafter), include attention to the high touch, “little things” that should be the heart of your hospitality business.”

Regardless of whom you talk with over the telephone, it's essential that you make a positive impression.

Answering the telephone is an opportunity for telephone operators / front desk agents / hotel staffs to portray professional image as well as a positive image for the hotel.