Dusit Thani College English for the Hotel Business (IHM)

Unit 3 – Staffing and Internal Organization

1 Language Study - Obligation

We use must, have to and should to talk about obligation:• The house manager ….. must make sure the hotel stays profitable.• I have to supervise Front of House operations.• He should ensure close liaison between Front of House operations and Housekeeping.

We use don’t have to to show that something is not necessary:• He doesn’t have to check with me about day-to-day issues.

We use mustn’t and shouldn’t to indicate obligation not to do something:

• We mustn’t forget that our aim is to make money.• I know I shouldn’t say this but……….

The housekeeper is explaining to a new chambermaid what her duties are. Select the most appropriate structure in the sentences below.

a) You (mustn’t/don’t have to) smoke in the bedrooms.b) You (don’t have to / shouldn’t) work at night.c) You (should/don’t have to) have a twenty minute break every two hours.d) You (don’t have to/must) make sure you are ready to start work at 8.15am.e) You (have to/shouldn’t) be finished by about 2pm most days.f) You (shouldn’t/don’t have to) make it clear you want a tip.

Here are some facts about Britain. Complete the passage by guessing the missing ages.

You don’t have to stay at school after the age of 1_______ . At this age, you can marry or join the army with your parents’ consent.You can go into a pub when you 2 _______ but you cannot buy or drink alcohol there until you are 3 ______ . However, you needn’t be so old to buy a pet. You can do this when you are just 4 ______.You need to be 5 ___ before you are allowed to hold a driver’s license or hold any firearm, but you will not be allowed to serve on a jury or vote in general and local elections until you are 6_______.

How about in Thailand?

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Dusit Thani College English for the Hotel Business (IHM)

Unit 3 – Staffing and Internal Organization

2 Word Study1 Decode the anagram adjectives to find words used to describe personality and write them in the table

below:a) Mr Thomas has a reputation for being very ricesen. However, people don’t always appreciate hearing the

truth.b) If you could be a little more cultunap in the future, our meeting could start on time for a change.c) She’s extremely blareeli. I wouldn’t hesitate to give her more responsibility.d) A good host should always be utocusero and serve his guest first.e) I’m not terribly carticlap, I’m afraid. I can’t even fix a plug when it goes wrong.f) You have to be lebelfix in this job because half of the year we work shifts.g) I’m really suiteachtins about my new job. There are great opportunities for me.h) People who are usitomabi will get promotion more easily.i) To get the work down in time you’ll need to be very nicefifte.j) She is very nitfecnod that she’ll be able to get the restaurant open in time without any problems.

2 Now write out the noun form for each adjective.Adjective Noun

3 ReadingSmall hotels have quite different staffing requirements from large ones.

1 Read the text in the article provided and decide which of the following titles is the most appropriate : Thanks a lot!, A Family Affair or All Work and No Play.

2 a) When did the Bonnets start running their own hotel?b) How is business going?c) Why did Sylvie not fill in the well?

3 Write sentences to explain the following vocabulary from the text.Example: A ‘regular clientele’ means customers who repeatedly visit an establishment.a. regular clienteleb. personal touchc. slower turnover of stockd. Jacques… also come with the hotele. heavy workloadf. low occupancy rateg. high labour turnover rateh. the big rush

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Dusit Thani College English for the Hotel Business (IHM)

Unit 3 – Staffing and Internal Organization

4 Listening

Listen to Christopher Lloyd, the Personnel Director of a large hotel describing the job of a concierge.1 As you listen tick (√), the items below if you hear Christopher Lloyd talk about them.

personality required working hours duties uniform

2 Listen again and take more detailed notes about the items that you ticked.

3 Without listening again, match the halves of the phrases below:

1 provide for a a guest’s request

2 contact b a courteous manner

3 make c guests’ needs

4 display d supply of stamps

5 maintain e external companies

6 keep f guest satisfaction

7 fulfil g bookings for tours, etc.

8 maximise h a log-book

5 PairworkIn this activity work in pairs to decide who is going to get the position of Concierge in a busy hotel. One of you is the Front-of-House Manager and the other is the General Manager of the hotel. Remind yourself of the job requirements by looking at your notes from the previous listening exercise. Then look at the interview notes on the following page and decide who the best candidate for the job is.

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Dusit Thani College English for the Hotel Business (IHM)

Unit 3 – Staffing and Internal Organization

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