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COMUNICARE IN LIMBA ENGLEZA
I. HOTEL FACILITIES AND SERVICES
1.Hotel Types, Hotel Facilities and Services.
Hotel types - there are many different types of hotel properties, from small places major
international chains and may vary according to number of stars from 5/7-star hotels to 1-star hotels.
Classification
1.airport hotel
2.all-suites hotel
3.conference/congress hotel
4.motel
5.resort
6.spa hotel
a.luxury
b.upscale
c.mid-range
d.budget-econom
A hotel’s primary mission is to offer a comfortable room to sleep and usually to offer other
services such asmeals and recreation.
Most hotels offer private sleeping rooms with bathrooms, front desk services, luggage
services , F&B and guest services. They may also offer commercial services to business travellers,
including a business centre electronic devices and multi-line phones.
1. Airport hotel: a hotel located near an airport, usually offering shuttle service to and from the
airport, as well as meeting rooms and early checkout. They cater to the business traveler or leisure
traveller with a long "lay-over" in an airport en route to another destination. Recently many
companies have begun using them to hold meetings, seminars and conferences especially when
participants are flying in from different locations.
2. All-Suites hotel: like small apartments, include a bedroom, and living room with limited
kitchen facilities. Some All-Suite hotels may include microwaves, coffee makers and a small
refrigerator and bar. The living rooms will include a pull-out sofa and desk. They cater to the
traveller whose stay is one week or more.
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3. Conference hotel: generally conference centres are upscale (first-c1ass) properties catering
to corporate clients' meetings. Usually, pricing is inclusive of food, beverage and conference
services. The meeting rooms have been designated to accommodate the special needs of 10-50
attendees.
4. Motel: a building or group of buildings where entrance to rooms is made directly from the
outside of the building. These properties are generally smaller and cater to people travelling by car
(Motor Hotel - Motel). The front desk covers check in, check out, guest services and luggage
assistance. They are lower in price than a hotel.
5. Resorts: cater to vocation travellers, as well as to businesses holding conferences and meetings.
Services are all inclusive so that the guest does not have to leave the premises for any need. They
will have food and beverage outlets, sports facilities, health club, entertainment, baby-sitting and
parking.
The specialities of these resorts may include seasonal recreation such as skiing and golfing or
catering to couples, honeymooners, singles or families.
6. Spas: these are resorts offering health, physical fitness, nutritional advice or just plain
pampering. There are tennis courts, swimming pools, hiking trails, beauty salons and specially
prepared meals.
Hotel facilities and services
restaurant, bar / mini-bar, room-service, wake-up service (early morning call)
health club - fitness center / sauna / Jacuzzi, swimming pool, safe box for valuables
TVand video, telex, fax, telephone (outside calls, long distance calls), currency
exchange
dry cleaning, laundry service, ironing
car parking, transport, rent-a-car
medical assistance, baby-sitting
a. Luxury Hotels: Five –star hotels offer full service: a concierge, 24 hours room service, one or
more restaurants, a health club, a lounge/ bar, full business services such as multiple phone lines
and data ports, a business centre with administrative support.
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b. Upscale Hotels: Four and five star hotels which cater to the business traveller.They are
sometimes called superior or First Class. Business amenities are standard and services include 24-
hour room service,full-service business centre, multiple restaurants and health club.
c.Mid-Range Hotel: Typically consisting two and three star hotels, they are sometimes referred
to as Tourist hotels.They may have a concierge or otur desk available to serve guest needs for
dining, theatre, car rental, etc. Front desk will generally handle these services and business may be
available.
d. Budget/Economy Hotel’s: one and two-star hotels; their goal ist o offer a clean comfortable
place to sleep with limited service.
2. Room Types/Bedding Types/Room Rates.
Room Types Rooms with specific purposes
Suite(junior, senior, presidential suite, royal,
family, VIPsuite)
Single-room
Twin-room
Double-room
Triple-room
Connecting/adjioining room
Lounge/sitting room/ parlor(Am.E)
Banquet room
Reception room
Ballroom
Conference room
Exhibition/Display room
Room Types :
Single: a room designed for one person. Some rooms will have only one single bed while
most will have two.
Twin room: a room designed for two people with two single or "twin" beds.
Double: room with a double bed that can be used for either one or two people.
Double/double: a room with two double beds.
Suite: consists of two or more rooms, typically a living and sleeping room. Asuite may have
more than one bedroom or extra rooms such as kitchenette or conference room.
Adjoining room: two or more bedrooms next toone another but not connected by a
commondoor.
Connecting: two or more sleeping rooms with a common door between them.
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Bedding Types:
Single
Double
Queen
King
Murphy
Japanese style
• a bed designed for one person
• a bed designed for two people
• an extra large double bed
• largest size double bed
• a bed that folds into the wall when not in use
• bedding is stored out of sight during day time
and rolled out on the floor for sleeping
Rating System
Throughout the world, tourism professionals are using various grading systems (rating
system) in order to assess hotels.
The ratings are usually determined by the level and number of facilities, amenities, service
provided and dependability of basic utilities such as telephone, water, electricity. Standards may
differ from system to system, therefore comparisons are rather difficult to make.
However, the best-known rating system is the one which rates hotels from one to five stars.
A one-star rating would indicate a modest hotel with very basic facilities, while a five-star rating
would indicate a luxurious full-service hotel with excellent service and facilities.
Given the fact that these ratings are quite subjective, it is recommended we use a rating
system to compare hotels within a country or region only.
3. MEALS
English breakfast: a breakfast including cooked food, offering for example fried bacon, .
fried eggs, sausages, etc.
Continental breakfast: a breakfast consisting of tea or coffee and baked products
(bread, buns, rolls, croissant, toast) with butter and jam, honey and marmalade, etc.
Lunch
Dinner / Supper
Food plans:
European plan: the rate for a room alone, with no meals included at all.
Bed & Breakfast / continental plan: the rate includes the room and breakfast. The
breakfast itself can be English or continental.
Half board / demi pension / modified American plan: this includes the room, plus
breakfast and other one meal (lunch or dinner).
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Full hoard / en pension / American plan: rooms and all meals included.
Hotel Services-International Codes
ROMANIA EUROPE SUA CODE
Cazare Room only European plan(no
meals)
EP
Cazare cu mic dejun
inclus( simplu sau
continental)
Bed&Breakfast Continental plan(
room and continental
breakfast)
B&BCP
Cazare cu mic dejun
englez sau american.
Room and
English/American
Breakfsat
Bermuda plan ( room
and half-board)
BP
Demipensiune Demi-Pension, Half
Board
Modified American
plan ( room and half-
board)
MAP
Pensiune completa En pension, Full Board American plan( room
and full-board)
AP
TASKS:
1.Which are the main hotel types?
2. True or false
a. room service is charged at the same price as in the restaurant
b. an ..a la carte" menu offers a single price for a three-course meal
c. all- suites hotels are small, upscale apartments hotels catering to student travellers
d. spas are smaller properties catering to people travelling by car
3. Hotels that cater to corporate clients' meetings are called:
a. airport hotels
b. resorts
c.spas
d. conference hotels
4. True or false
Ratings are objective and they should be used to compare hotels throughout the world.
5. Choose the correct answer:
The European plan:
a. includes in the rate the room and breakfast
b. includes the rooms and all meals
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c. includes no meals at all
Rating system (guide)
All-suite hotel
Studio type-room
Minimum stay
Economy / Budget / Limited-service /
Self-catering hotel
Resort / Gaming hotel
Convention / Conference hotel
Quality control
To cater
Audit
Sales
Market research / strategy
Public relations
Engineering department
Financial reporting / statement
Sistem de clasificare
Hotel format numai din apartamente
Garsoniera
Numar de zile minim impus pentru o sedere
Hotel ieftin/de categorie inferioara
Hotel de vacanta
Hotel pentru intruniri
Controlul calitatii
A furniza, a satisface cerinte
Control financiar
Serviciu comercial / vanzari
Cercetare / Strategie de piata
Relapii publice
Serviciul tehnic / intrepinere
Raportare/dare de seama financiara
6.Translate into English
Hotelul Massimo este unul dintre primele 5 hoteluri din orasul nostru si este locul ideal
pentru o vacanta in care sa uitati de toate grijile. Cele 50 de camere sunt spatioase si decorate cu
gust, desi sunt mobilate simplu. Toate au baie proprie, aer conditionat, uscator, televizor si mini-
bar.Restaurantul ofera atat o bucatarie traditionala, cat si o varietate de specialitati frantuzesti si
italienesti.
Hotelul are piscina, sauna, sala de fitness si un teren de tenis.
II. HOTEL DEPARTMENTS
1. Rooms Division - Basic Departments in a full hotel service
A. Front Office
a) Reservations/ Front Desk/ Registration - Checking in
b) Handling guest complaints
c) Updating and checking guest accounts
d) Checking aut
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B. Guest services / Uniformed services
C. Housekeeping / Sanitation
D. Engineering and maintenance
E. Security and safety
Rooms division responsabilities:
• Promoting and selling the hotel services
• Planning the reservations and their records
• Monitoring clients' arrival and room status
• Greeting the clients
• Allocating rooms / keys
• Registrating guests
• Communicating in / out hotel (phone, fax, telex)
• Communicating with other departments
• Dealing with guest complaints
• Collecting and dispersing payments
• Issuing the bill
• Maintaining security and safety
• Cleaning and maintaining the rooms
A. Front Office
It is well-known the fact that a hotel centres around its Front Office and that is why this department
is often called the "heart" of the hotel. All the departments in the hotel are connected to the front
office, from engineering/maintenance to the accounting office and from food and beverage
department to housekeeping. The impressions generated by the front office staff play a major role in
establishing and promoting a positive guest experience.
The duties of the front desk include:
Guest registration (check-in);
room assignment and key dispensing;
providing the guest and the other departments with information;
handling guest complaints;u
updating and checking guest accounts;
collecting and dispersing payments;
checking the guest out.
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The Front Office Manager controls and supervises all front office operations with a view
to ensuring guest satisfaction.
The Front Office takes care of guest requirements from the moment guests arrive at the
hotel until they leave.
The reception staff must work quickly, efficiently and be able to deal well with difficult
guests and problems such as overbooking, late arrivals and missing reservations.
The Reception is also responsible for providing numerous services to guests including
handling messages, answering questions about hotel services and facilities, and providing financial
transactions as needed to support the guest visit.
The Front Office clerks must be careful to give information about the hotel services and facilities
and encourage the potential guest to book rooms at the hotel being at the same time careful to watch
for the dangers of overbooking.
Front Office Position Titles:
Front Office Manager
Receptionist
Reservation Clerk / Information Clerk
Cashier
POSITION TITLES AND POSITION DESCRIPTION- JOB REQUIREMENTS
Front Office Manager:
• Responsible for the direction and supervision of all Front Office staff, operations and
services and working to maximize both guest satisfaction and hotel profits.
• Informing all Front Office staff of program for day, week, month in writing or verbally.
• Inspecting the hotel premises to ensure that rooms and furnishings meet hotel standards.
• Identifying P.O.needs and dealing with staff problems e.g. overwork, lateness, and
personal problems.
• Handling all daily problems and dealing with serious guest complaints in order to
maximize guest satisfaction.
• Recruiting staff, explaining all policies, tasks, procedures and standards and writing
references for staff.
• Writing incident / accident reports.
• Participating in the selection and training staff process.
• Providing the General Manager with current arrival and departure statistics and guest
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information and reporting about the Front Office situation.
• Providing current information about hotel facilities, services and special events to F.O.
staff and ensuring that staff can provide this information to guest as required.
Receptionist
• Responsible for the efficient and courteous communication with guests for all arrival
and departure procedures as well as providing guests with information on hotel services
and facilities.
• Welcoming the guests and offering to help the guest, even offering to show rooms if
necessary.
• Registers and assigns rooms to arriving guests ensuring that registration cards are correctly
completed giving required information.
• Handles check-out of departing guests using hotel standard procedures.
• Handles guest requests and complaints promptly.
• Providing current information of tourist attractions, restaurants, hotel facilities,
services,entertainment facilities and current events in the local area to guests (e.g. breakfast time
and place, laundry, sauna, etc).
• Ensuring accurate records are maintained and informing other departments of arrivals,
room changes, check-outs and special arrangements for VIP's or group guests.
Reservation and Information Clerk
o Handles all incoming and outgoing telephone calls and assists guests in arranging for
telephone calls and messages either in house or outside the hotel property.
o Giving hotel brochures / explaining types, position, cost of room.
o Answering letters / faxes of inquiry; giving address and telephone numbers; giving
mail/messages
o Providing current information about hotel facilities, services and special events to
pro-spective guests; giving directions in / outside the hotel; explaining facilities of
area around hotel/ country; giving tourist information (places of interest, prices,
dates); explaining the culture / religion.
o Records all reservation bookings ensuring information is accurately recorded
including name, address and contact number of guest, arrival and departure dates
and times, r oom type and rate, and payment details.
o Records special requests for extra bed or any request for additional service or
amenity.
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o Processes changes and cancellations of reservations and ensures records are
amended.
o Promotes occupancy and average room rate by actively promoting the property
and using upselling techniques.
o Responds to all communications regarding reservations.
Cashier
• Responsible for the supervision of all Front Desk financial activities ensuring all transactions are
accurately provided and recorded in an efficient manner.
• Responsible for the maintenance of accurate and current guest ledger accounts and handles guests
accounts during check-outs.
• Preparing the bill, giving and explaining the bill.
• Providing exchange service for cash, traveller's cheques and foreign currency notes for guests and
maintaining accurate records of all transactions. Answering queries about payment, by explaining
exchange rates.
• Taking payment (cash, credit card, cheque, Tcs).
Reception service: reservations and registration
Checking-in / Room allocation:
Checking in / check in time - a system of registration upon arrival at a hotel.
Checking in is a process whereby people register as guests of the hotel, where room assignments are
made, and where keys are assigned for guest accommodation:
• the front desk staff should always welcome the guests with a friendly smile;
• they must be aware of occupancy levels, special guests and hotel activities and events
• the front desk staff should also be able to provide complete information about hotel facilities and
services.
Tasks:
1. Give alternatives for the underlined words. Develop a dialogue in which the
reservation clerk has no room available and he must offer the client an alternative.
Reservation clerk: Hotel Massimo. Good afternoon. Can I help you?
Mr. Andrei: Yes, I'd like to book a double room with bath for this weekend.
Reservation clerk: I see. We do have a room available from the afternoon of the11th August to the
morning of the 13th. The rate is $50 per night including continental breakfast.
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Mr. Andrei: That will be fine.
Reservation clerk: Could I have your name and address, please?
Mr. Andrei: Yes. It's Mr. Andrei; the address is 16, Cotmeana Street, Brasov.
Reservation clerk: And your telephone number?
Mr. Andrei: 061-324.542.
Reservation clerk: Right. Thank you. We look forward to your visit, Mr. Andrei.
Mr. Andrei: Thank you very much. Good-bye.
Reservation clerk: Have a nice day, sir!
Steps in Talking on the phone
When talking on the phone, all details must be repeated back to caller in order to conirm accuracy.
The receptionist should obtain all relevant booking information including guests full name
with accurate spelling; address; arrival date, time, month and year; departure date or nuumber of
nights; number of rooms required; number of persons to occupy room; esimated time of arrival or
flight details; postal address for correspondence; position in the companywhen applicable.
Then the receptionist should record the date of request for reservation, confirm room rate,
note his/her name and sign reservation form, note reference or voucher number for travel agent
booking, request credit card number and expiry date when applicable, repeat all recorded booking
information to caller and note form of reservation request – ex: fax, telephone etc
When answering the telephone, the receptionist should identify the department
(Reception), identify him/herself by name (Adriana, speaking!) and offer assistance (May I help
you?).
The reception staff must answer telephones promptly and record the messages in a
professional manner.
On hearing whom the caller wants, the receptionist may ask the caller to wait (Hold the
line, please!! Just a second, I'll put you through).
If the person is using the phone or if the person doesn't answer, the receptionist will
report the situation to the speaker (I'm sorry, the number is engaged / busy; Do you want to hold
on? / I'm sorry, there's no answer / reply; I'm sorry, I'm not getting any answer/ reply).
Offering to take a message (if the caller wishes to speak with someone who is not
available); this message should include name, company, phone number, time of call and message
(Would you like to leave a message? / Can! take a message? / Can! give him a message?).
Offering to arrange a return call (Shall! ask him to call you back?).
When handling guest room change, the receptionist must ensure that guests are given the
requested room and upgrade the guest if there has been a problem with former room.
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He must not forget to note the room change request on the daily worksheet and then forward
the request to the other departments.
After advising the guest on room availability, the receptionist should ask him for a
convenient time to make the move, and then arrange for porters to assist with move.
Finally, after the guest has vacated room the receptionist must change room number or
status in computer system and advise relevant departments of need for room repair or service if
required.
When handling safety deposit boxes, the front desk staff must always ensure security of
guests' valuables during check-in and encourage the guest to use safety box deposit facilities.
In case of unexpected early departure, the receptionist should encourage the guest to
complete planned stay (if possible) offering assistance (if appropriate).
If the guest really must leave, the receptionist should try and determine the reason for the
early departure ifpossible, note in register book, and then notify housekeeping and room service.
In case of an extension of stay, the guest is notified of additional charges and all changes to
registration card is recorded at time of request.
Prior to making any changes, the receptionist must determine if the room is available for
the extension of stay and notify guest of extension charge. Then he should modify the registration
card, the guest folio in computer and then advise reservations and housekeeping departments of
extension details.
As concerns currency exchange, the Cashier can explain to hotel guest the rate of
exchange and procedures for the exchange of foreign currencies and travellers' cheques accepted by
the hotel
.
Handling guest messages and faxes.
The receptionist records the messages accurately and delivers them to the guest rooms
immediately on receipt.
When handling outgoing fax transmissions, the receptionists should check whether the guest
name and room number, fax number including country and city codes, name of sender and recipient
are noted clearly and then complete outgoing facsimile register.
On receipt of incoming fax, the receptionist must note to whom fax is addressed and then
complete incoming facsimile register.
To handle
Records
To update
A manevra, a se ocupa de
Evidente
A actualiza
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Room availability
Advance reservations
Overbooking
Occupancy rate
Reservation card, form
Registration card
Key card
Check-in / registration / booking
(book in)
Room allocation / assignment
Room board
Phone operator
Switch board
To make a call
Extension
Incoming / Outgoing calls
Wake-up call / early call
To put through
Place of issue
Voucher
Disponibilitate
Rezervari in avans
Suprarezervare
Grad de ocupare
Formular de confinnare a rezervarii
Formular de inregistrare
Legitimatie acces hotel
lnregistrare
Repartizare
Tablou sinoptic cu situatia
eamerelor
Telefonista
Centrala eu comutatie mal1uala
A telefona
Interior
Convorbiri interne / externe
Apel telefonic pentru trezire
A face legalura
Locul emiterii unui act
Certificat, act justificativ
Complains
Each client is unique, having his/her own preferences, wishes and needs. Even in the most
luxury hotels, guest complaints cannot be entirely avoided; they have either objective or subjective
causes, depending on the clients' expectations.
Whenever staff are dealing with complaints, what they must do is:
• listen carefully to the guest and express the wish to solve any problem;
• be calm, polite, trying not to interrupt or comment until the customer has finished
• make a short and clear apology;
• repeat the complaint, in order to assure the guest verbally that they have understood
the problem;
• evaluate the problem and pass over the complaint to those in charge or, if possible,
deal with it themself;
• explain the guest what they are going to do, the action they plan to take;
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• control the way the problem is solved.
II
Give alternatives for the underlined words:
Guest: Good evening. My name is Mihai Ionescu. I'm in room 106.
F.O. clerk: Good evening, Mr. Ionescu. What can I do for you?
Guest: I don't want to make any trouble, but could you send someone up here quickly?
The air conditioning is making a terrible noise and I can't sleep.
F.O. clerk: I'm very sorry, sir. I'll ask the maintenance engineer to check at once. I'm
sure it won't take long.
Guest: I certainly hope not. It's rather late and I have an important meeting tomorrow
morning.
F.O. clerk: I'm sure everything will be taken care of as quickly as possible.
Guest: Fine. Thank you for your help.
The most frequent reasons of guest complaints are inappropriate staff behaviour and quality
standard of cleanliness and sanitation, delay in repairing the flaws, and slow service.
Vocabulary
Apology I to apologise
Complaint / to complain
Delay
To be short-staffed
To be held responsible
To be awfully sorry
To deal (handle) with a complaint / problem
To do one's best
Misunderstanding
Slow service
Upset / annoyed / angry
There and then
Valuables (gold/silver rings, ear rings,
bracelets, necklaces, watches)
Scuza, a se scuza
Plangere, a face o plangere
Intiirziere, amanare
A duce lipsa de personal
A fi raspunzator pentru
A 'ii parea foarte rau
A rezolva o plangere / o proble!na
A face tot posibilul
Neintelegere
Serviciu 'Incet / servire lenta
Suparat / enervat / nervos
La rata locului
Bunuri de valoare (inele de aur/argint, cercei,
bratari, coli ere, ceasuri)
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Updating and checking folios
Preparing Departing Guest Folio must be done after checking its accuracy from
registration form.
Front desk staff should also be prepared to adjust inaccurate charges and solve any
discrepancies in a prompt and courteous manner and then present the updated folio after correction
(if applicable).
Upon guest departure, the receptionist must request the mini-bar usage information and the
usage information from the other departments.
The guest accounts will be presented to the guest for checking prior to guest settlement of
account, then, after charging to guest account, the receptionist presents the guest with updated folio
and request him to check charges on folio. If there are no discrepancies, the bill is issued and the
next step would be to ask the guest to return all room keys. Then the clerk should offer to provide
the guest with assistance with transportation and luggage.
Finally, the front office clerk wishes the guest a pleasant journey and expresses the
wish that they will return.
Folio(s) / Guest account(s)
To disperse
To check against
To charge to somebody's account
To settle an account
Tabular ledger
To produce I issue a bill
Bill, invoice
Allowance slip
Amount
Financial statement
Itemized bill
Personal cheque
Travel cheque
evidenta contabila
a repartiza pe conturi
a compara cu
a factura
a achita
registru contabil, totalizator
a emite 0 factura
factura, nota de plata
fisa de scazamant (borderou, cupon)
suma
raport financial' contabil
factura detaliata
cec la purtator
cec de calatorie
Invoice: an itemized bill containing the prices which comprise the total charge and terms
Bill: a statement of money owed for goods / services supplied
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Checking out
Checking out / check out time - a system of payment upon departure from the hotel /
the designated hour at which hotels expect guests to vacate their rooms.
Tasks:
Give alternatives for the underlined words:
Guest: Good morning. I'd like to check out. My name is Popescu. Room 106. I'm a bit in
a hurry.
F.O. clerk: Just a moment, Mr. Popescu. It won't take long to prepare your bill. If
you'd like to sit down for a moment, please. Here you are. That's the amount payable at
the bottom here. It's an itemized bill, as you can see.
Guest: Yes, everything is all right.
F .O. clerk: How do you want to pay the bi II?
Guest: In cash.
F.O. clerk: Fine, sir. One moment and I'll write out a receipt.
1. Create a reservation form and fill it in.
2. Imagine a dialogue which reflects the process of making reservations.
3. Create a message form and then fill it in.
4. Create an allowance slip.
5. Elaborate an offer presenting hotel services and facilities.
6. Elaborate a satisfactory survey in order to evaluate your guests' level of satisfaction.
Reservati on form I Paradise Hotel - 29 Narciselor Street,
Brasov - Reservations
Name of guest: Mr. I Mrs. I Miss
................................................................................................
Address ............................................................
Telephone: .........................................................
Arrival date
......................................................
..........
,......................................................................
a.m. I p.m.
How many nights I Nights ........................
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Room ............................................................... Hold until
.........................................................
Single Double
Rate per night ................................................
How many people ..........................................
Clerk
..................................................................
Date
..................................................................
Paradise Hotel - 29 Narciselor Street, Brasov - Reservations
Name of guest Mr. I Mrs. I Miss ................................................................................................
Nationality .....................................................................
Passport Number ........................... Date and Place of Issue ....................................
Address ............................................................
Arrival date and hour .............................. Arrival date and hour ..............................
RoomNo. ......................................................... No. of persons ................................................
Charge ............................................................... Clerk ...............................................................
Date ..................................................................
2. Dialogue reflecting the process of making reservations.
- I'd like a (single) room, please.
- Yes, sir I madam. When would that be for?
- The 15112ndl 3rd 14th of January I February I March I April I May I June I July I August I
September I October I November I December.
-Very good, sir. Could I have your name, please? I I'm sorry, sir. I'm afraid we don't have a
(single) room available then.
3.Message form:
PARADISE HOTEL
DATE ..............................
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Message for: .......................................... I Room no. ..................
Caller's name: ..........................................
Telephone No: ..........................................
Message: .................................................................. ,......................................................................
...........................................................................................................................................................
Message received by: ........ "................................
Time: ..........................................
4. ALLOWANCES SLIP
Guest's name ................................... Arrival date ......................................
Departure date .................................
Authorized by ................................................
Room no. .................. Total ..........................................
III. DIFFERENT TYPES OF LETTERS
1. Normal Letter of Complaint
[Your address 1]
[Your address 2]
[Your address 3]
[Postcode]
[Other contact details you may wish to give, phone, e-mail etc]
[Date]
(If you are unsure of the contact details you can search the howtocomplain.com company database
from any page on the website).
[Name of contact person, if available]
[Title, if available]
[Company Name]
[Consumer Complaint Department, if you don’t have a contact name]
[Company address 1]
[Company address 2]
[Company address 3]
[Postcode]
Re: [Account number, product, service etc]
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Dear [Contact Person or Sir/Madam],
On [date], I [bought, rented, had serviced etc] a [name of product with model number, service
performed etc] at [location and other details of the transaction].
I am disappointed because your [product, service, billing etc.] has [not performed as it should, was
wrong etc] because [state the problem as you understand it giving as much detail as possible].
To resolve the problem I would appreciate your [state the action you require e.g. refund, service
performed again etc]. Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before seeking help from [government agency, consumer group, lawyer etc. Please contact
me at the above address or by phone [give numbers].
Yours sincerely
[Sign]
[Print Your Name]
Enclosures: [state documents you have enclosed , if any]
Cc: [Include Name, Company of anyone you have copied the letter to, if any]
2. Complaint Letter-Goods
[Your address 1]
[Your address 2]
[Your address 3]
[Postcode]
[Other contact details you may wish to give, phone, e-mail etc]
[Name of contact person, if available]
[Title, if available]
[Customer Services Manager, if you don't have a contact name]
[Company Name]
[Company address 1]
[Company address 2]
[Company address 3]
[Postcode]
[Date]
Re: [Account number, goods purchased etc.]
Dear [Contact Person or Customer Service Manager],
On [date], I bought a [name of goods purchased, model number etc.] at [location and other details of
the transaction].
54
I am disappointed because your [name of goods purchased etc.] has [not performed as it should, was
faulty etc] because [state the problem as you understand it giving as much detail as possible].
Therefore this product is not [of satisfactory quality, fit for the purpose described] as laid down by
the law.
To resolve the problem I require you to [state the action you require e.g. refund, repair etc.] whilst
reserving my right to claim against you. Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before seeking help from [Trading Standards, consumer group, solicitor etc (details of
relevant authorities can be found through our complaints procedures section]. Please contact me at
the above address or by phone [give numbers].
Yours sincerely
[Sign]
[Print Your Name]
Enclosures: [state documents you have enclosed , if any]
Cc: [Include Name, Company if you want to send a copy of this letter to someone]
3. Complaint Letter-services
[Your address 1]
[Your address 2]
[Your address 3]
[Postcode]
[Other contact details you may wish to give, phone, e-mail etc]
[Name of contact person, if available]
[Title, if available]
[Customer Services Manager, if you don't have a contact name]
[Company Name]
[Company address 1]
[Company address 2]
[Company address 3]
[Postcode]
[Date]
Re: [Account number, service provided etc]
Dear [Contact Person or Customer Service Manager],
On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location and
other details of the transaction].
55
I am disappointed because [the service you provided, your service etc.] was [unsatisfactory,
unfinished, defective etc.] because [state the problem as you understand it giving as much detail as
possible]. This is in breach of our contract as laid down by the law.
To resolve the problem I require you to [state the action you require e.g. refund, service performed
again, rectified etc.] whilst reserving my right to claim against you. Enclosed is a copy/are copies of
the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before arranging for the matter to be corrected by a third party at your cost or seeking help
from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be found
through our complaints procedures section]. Please contact me at the above address or by phone
[give numbers].
Yours sincerely
[Sign]
[Print Your Name]
Enclosures: [state documents you have enclosed , if any]
Cc: [Include Name, Company if you want to send a copy of this letter to someone]
IV. BASIC KNOWLEDGE
Greetings/Saying Good-Bye
Salutul
Formal greetings
Good morning!
Good afternoon!
Good evening!
Good night!
Informal greetings:
Hello! / Hi!
Formal: Good bye!
Informal: Bye!
See you soon/later/tomorrow!
See you on Sunday!
See you!
Take care!
I hope we meet again some time!
Formule de salut formale
Buna dimineapa!
Buna ziua!
Buna seara!
Noapte buna!
Salutul intre prieteni / informal
Buna!
Formal: La revedere!
intre prieteni: Pal
Pe curand/pe mai tarziu/pe maine!
Ne vedem duminica!
Ne mai vedem!
Ai grija de tine!
Sper sa ne mai vedem!
56
So long!
How are you? - Very well, and you? / I am fine,
thank you! / I'm all right, thank you! / I'm quite
well, thank you! / Well, thanks. / I am glad to
see you again.
Introduction/Introducing people
Pe curand!
Ce mai faci? - Foarte bine, °i tu? / Sunt bine,
mulpumesc! / Sunt in regula, mulpumesc!/ Sunt
destul de bine, mulpumesc! / Bine, mulpumesc. /
Ma bucur sa te revad.
Formule de prezentare
When meeting (formal)
Allow me to introduce myself!
Allow me to introduce Mr./Mrs .... to you!
May I introduce Mr./Mrs.lMs. X?
Let me introduce ... to you.
I would like you to meet Mr.lMrs.lMs. X.
Answer: How do you do? I
I am glad / pleased / delighted to meet you!
Informal:
My name is ... /l am ...
This is Mr. X.
The lady / gentleman is my husband / my
wife (a friend / my girlthend)
Answer: Nice to meet you!
Glad to meet you!
When leaving
It was a pleasure meeting you!
I hope to have the pleastrreofmeeting you again!
Please, give your wife my best regards.
Cand ne intalnim (formal)
Permiteti-mi sa ma prezint!
Penniteti-mi sa va prezint pe dl/d-na ... !
Pot sa va prezint pe dl/d-nald-ra X?
Sa va prezint pe .....
Mi-ar pUicea sa il/o cunoa~teti pe dl/dra/d-ra X
Raspuns: Ce mai faceti?
Sunt bucuros/multumit/indintat sa va cunosc
Informal:
Numele meu este .. .lEu sunt. ..
Acesta este dl. X.
Doamna / Domnul este sotul meu / sotia mea
(un prieten / prietena mea)
Raspuns: indintat de cunostinta!
Bucuros sa va cunosc!
La despartire
A fost 0 placere sa va cunosc!
Sper sa ne mai intalnim!
Te rog, transmite-i sotiei salutarile melc.
Congratulations/Wishes Felicitari/Dorinte
Enjoy your meal!
God bless you! (when somebody sneezes)
I wish you a quick recovery!
Pleasant journey!
Have a pleasant holiday!
To you / your health!
The same to you!
The best wishes to you!
Happy holidays!
Merry Christmas!
Happy Easter!
Have a good time!
Pofta buna!
Noroc! / Sanatate!
iti doresc insanato~ire grabnica!
Calatorie pUicuta!
Vacanta placuta!
Pentru tine / insanatatea tal
Multwnesc la fel!
iti doresc numai bine!
Vacanta placuta!
Craciun fericit!
Pa~te fericit!
Distractie placuta!
Felicitari!
Permite-mi sa te felicit pentru ....
iti doresc tot binele din lwne!
La multi ani!
57
Congratulations!
Allow me to congratulate you on ...
I wish you all the happiness in the world!
Happy anniversary! I
Excuses Scuze
I'm (so, very) sorry/I am awfully sorry!
Excuse me, please!
Please, accept my apologies!
I beg your pardon!
Excuse me, I did not do it on purpose!
Excuse me for keeping you waiting!
Imi pare (atat de) rau 1Imi pare nespus de rau!
Scuza-ma, te rog!
Va rog sa imi acceptati scuzele!
Imi cer scuze!
Scuzati-ma, nu am facut-o intentionat!
Scuzati-ma ca v-am facut sa asteptati!
Responding to Excuses Raspunzand la scuze
It's all right! / That's O.K!
Not at all! / It doesn't matter!
You don't have to apologise!
Don't won’t! / Don't bother!
It is / was not your fault!
It happens!
Este in regula! / E O.K.!
Nu face nimic! / Nu este important!
Nu trebuie sa va scuzati!
Nu va temeti / Nu va faceti probleme!
Nu este / a fost vina d-voastra!
Se poate intampla oricui!
What's wrong? Is there anythingwrong?
Expressing sympathy and encouragement Aratand in!elegere si incurajand
That's bad luck!
I'm so sony!
I'm terribly sony!
Try not to worry!
Would you like me to ?
Ce ghinion!
Imi pare atclt de diu!
Imi pare nespus de rau!
Incearca sa nu-!i faci griji!
Ai vrea ca eu sa ... ?
58
Is there anything I can do?
You have all my sympathy for ...
Please accept my condolences for. ..
Can I give you a hand?
Pot face ceva pentru tine?
Ai toata compasiunea pentru .
Condoleantele mele pentru .
Te pot ajuta cu ceva?
Responding Raspunzand
Thanks!
That would be great!
That's very kind of you!
It's all right!
I can manage, thank you!
Multumesc!
Ar fi minunat!
Este foarte frumos din partea tal
Este in regula!
Ma descurc, multumesc!
Getting people’s opinions Cerand opinile oamenilor
What do you think about this?
What is your opinion about ?
How do you feel about this?
I don't know what you feel, but
Ce parere aveti despre acest lucru?
Care este opinia d-voastra despre ... ?
Ce credeti despre acest lucru ...
Nu ~tiu care este parerea dvs., dar. ..
A misunderstanding O neintelegere
Sorry?/I beg you pardon
I don’t understand you
I have not understood
Could you please repeat that?
Speak slowly, please.
What do you mean?
What have you said?
Be so kind and write these words down/on a
sheet of paper
Scuze?/ Pardon?
Nu te inteleg
Nu am inteles.
Repetati, va rog?
Vorbiti mai rar, va rog.
Ce vreti sa-mi spuneti?
Ce ati spus?
Fiti dragut si scrieti aceste lucruri/pe o foaie de
hartie.
59
Expressing personal opinions and
impressions
Exprimand pareri personale si impresii
To my mind…
As far as I am concerned…
It seems to me that
As I see it…
Personally I think…
I would say…
It is all right, but…
He/She/It looks rather…
Dupa parerea mea…
In ceea ce ma priveste…
Mi se pare ca…
Cum vad eu…
Sincer eu cred…
As spune…
E in regula, dar…
Mi se pare mai bine…
Request/Asking for Permission Cereri/Cerand permisiunea
Please / Will you be so kind and ...
Will you ... / Be so kind and ...
1/ We would like to ...
May 1.. .? / Can 1.. .? Could 1.. .?
Is it possible for me to ... ?
(Do) Allow me to ... / Will you allow me to ... ?
Do you mind my (+ V-ing) /if 1...?
If it doesn't bother you, may I ... ?
Va rog / Ati fi atilt de dragut sa ...
Ati vrea ...
Ne-ar placea ...
As putea ... ?
Mi s-ar permite sa ... ?
Imi permite-ti ... ?
Va deranjeaza daca ... ?
Daca nu va suparati, as putea sa ... ?
Giving Permission Acordand permisiunea
Yes, of course.
Certainly/Surely.
Da, bineinteles.
Cu siguranta/ Desigur
Refusing permission Refuzand permisiunea
Well, actually ...
Sorry, but. ..
I would love to, but ...
Ei bine, de fapt.. .
Imi pare rau, dar ...
Mi-ar placea, dar. ..
Persuading People Convingand oamenii
I think you might consider. .. Cred ca ati putea lua in considerare ...
60
This/It can be ...
... is/are seemingly...
You can trust me ...
I can assure you... Va asigur ...
Just try. ..
I'm sure…
E posibil ...
Aparent. ..
Puteti avea incredere in mine
Va asigur ...
Incercati doar. ..
Sunt convins.
Giving Advice Sfaturi
You should /shouldn't ...
You ought to…
Make sure you... .
Don't …
I think you'd better.. .
It's time...
The best solution is…
Ar trebui / nu ar trebuie.
Trebuie neaparat …
Asigurati-va ca ati .
Nu ...
Cred ca ati face mai bine sa…
Este timpul ...
Cea mai bun a solutie…
Agreement Aprobare
Certainly I Naturally I Exactly
By all means I Undoubtedly
Agreed I Settled I Not at all
I hope so I I think so I It's possible
Me, too/I couldn't agree more
I like, too/I think you're right
I agree with you
Absolutely/Exactly/ That’s true.
You've got a point.
Desigur I Normal I Exact.
Cu certitudine I Para Indoiala.
De la sine inleles I Stabilit I Deloc.
Sper I Cred I Este posibil.
Si eu I Cu siguranla.
Si mie imi place I Cred ca aveli dreptate.
Sunt de acord cu d-voastra.
Absolut I Exact I Este adevarat.
Aveli dreptate.
Disagreement Dezaprobare
It's out of the question I it's impossible E in afara oricarei disculii I E imposibil.
61
It's hardly probable I it is not up to me
I'm sorry, but there's nothing we can do.
I'm sorry, but it's impossible.
I refuse I I cannot accept (this).
I don't agree at all I It's not true.
You must be joking I You can't be serious!
I wouldn't say so I Do you really think so?
It is not my fault. I I don't really know.
E putin probabil I Nu depinde de mine.
Imi pare rau, dar nu se poate face nimic.
Imi pare rau, dar este imposibil.
Refuz. I Nu pot accepta asta.
Nu sunt de acord. I Nu este adevarat
Cred ca glumili!1 Nu puteli vorbi serios!
N-as crede. I Chiar credeti asta?
Nu este vina mea. I Nu prea stiu.
Thanks Multumiri
Thank you (very much)! I Many thanks!
I do thank you! I Thank you so much!
With all my thanks!
You are very kind!
It's very kind of you!
I am (so) grateful to you!
Va mullumesc (foarte mult)! I Multe multumiri!
Chiar va multumesc! I Va multumesc atat de
mult!
Cu mii de mullumiri!
Sunteli foarte draut.
Este foarte dragut din partea d-voastra!
Va sunt (atilt de) recunoscator!
Answering thanks Raspunsuri la multumiri
Please! I Not at all!
No problem!
It was a pleasure to serve you!
It was a pleasure to be served by you!
Va rog I Pentru nimic!
Nici o problema!
A fost o placere sa va pot ajuta.
A fost o placere sa fiu ajutat de dvs.
Telling your age Varsta
How old are you?
I am 25 years old.
I was born in the summer of 1978.
I am younger / older than you.
Cati ani aveti?
Am 25 de ani.
M-am nascutin vara lui 1978,
Sunt mai tanar/mai in varsta decat dvs,
62
He is over 24. He is of my age. El e trecut de 24 de ani. E de varsta mea,
Telling the time Ora
What's the time?
What time is it?
Could you tell the right time?
It is 11 o'clock sharp.
It is about 11.
It's more than 11,
It's midday / noon.
It's midnight.
At what time? When?
The restaurant opens / closes at. ..
It is open / closed at this time.
It's five minutes past 11.
It's 15 past 11.
It is half past 11.
It is 5 minutes to 11.
It is a quarter to 11.
a quarter of an hour / half an hour / three
quarters of an hour / for an hour / an hour and a
half/
for half an hour / two hours / for 5 minutes / in
an hour / an hour ago / a quarter of an hour ago/
half an hour ago / five minutes ago / starting
with 9 o'clock / between 10 and II/from 10 to
11/ until 11 o’clock/ after 11 /at about 11/very
early / too early / very late / too late
Cat este ceasu1?
Ce ora este?
Ati putea sa-mi spuneti ora exacta?
Este 11 fix.
Este in jur de 11.
E trecut de 11,
Este amiaza.
Este miezu1 noptii.
La ce ora? Cand?
Restaurantul deschide/ lnchide la…
Este inchis/deschis 1a ora asta ....
Este 11 si 5.
Este 11 si 15.
Este 11 si jumatate.
Este 11 fara 5.
Este 11 fara un sfert.
jumatate de oral doua ore/ timp de cinci minute/
intr-o ora/ cu o ora in urma/ cu un sfert de ora in
urma/ cu o jumatate de ora in urma/ acum cinci
minute/ incepand cu ora noua/ intre zece si
unsprezece/ pana la ora unsprezece/ dupa ora
unsprezece/ in jur de ora unsprezece/ foarte
devreme/ prea devreme/ foarte tarziu/ prea
tarziu.
Telling the address Adresa
My address is 66 Franceza Street, Bucharest,
sector 2, block 1, entrance 2, 1st (2nd, 3rd, 4th)
floor, apartment 12
Adresa mea este Strada Franceza, bl. 1, scara 2,
primul, (al doilea, al treilea, al patrulea) etaj, ap
12, Bucuresti, sector 2.
63
Days of the week Zilele saptamanii
On Sunday,
On Monday,
On Tuesday,
On Wednesday,
On Thursday,
On Friday,
On Saturday,
Last week
Next week
This week
In week’s time
Duminica
Lunea,
Martea,
Miercurea,
Joia,
Vinerea,
Sambata,
Saptamana trecuta
Ssptamana viitoare
Aceasta saptamana
Peste doua saptamani
Parts of the day Partile zilei
the day before
the day before yesterday
yesterday
today
in this afternoon I in the afternoon
morning I in the morning I
early in the morning
late in the morning
(before) noon
at noon
(in the) evening
tonight
at midnight
at night
working day
holiday
tomorrow morning
tomorrow evening
the day after tomorrow
Ziua trecuta
Alaltaieri
ieri
azi
in dupa- amiaza aceasta
dimineata
dimineata devreme
dimineata tarziu
inainte de pranz
la pranz
seara asta
noaptea asta
la miezul noptii
noaptea
zi de lucru
vacanta
maine dimineata
maine seara
poimaine
64
always
never
New Year's Day
New Year's Eve
Easter
Christmas
mereu
niciodata
Anul Nou
Ajunul Anului Nou
Paste
Craciun
Months of the year Lunile anului
In January,
In February
In March,
In April,
In May,
In June,
In July,
In August,
In September,
In October,
In November,
In December.
In the month of April
this month
last month
next month
this year
last year
next year
in 2004
(in) the 21st century
the end of millennium
the beginning of millennium
lanuarie,
Februarie,
Martie,
Aprilie,
Mai,
lunie,
lulie,
August,
Septembrie,
Octombrie,
Noiembrie,
Decembrie
In luna Aprilie
luna aceasta
luna trecuta
luna viitoare
anul acesta
anul trecut
anul viitor
In 2004
In secolul 21
Sfarsitul mileniului
Inceputul mileniului
V.Abbreviations
65
ACC/ACCOM
ADD
ADV
ARR
ARR/ARRNG
APORX
ASAP
ATTN
BFOR
CI
CIA
CLD U
CFM
AHNG
DEL
DEP
DLY
DOCS
ENC/ENCL
ETA
FAO
FLGT
FVD
INFO
INV
L/C
LST
LTR
MAX
MIN
MTG
N
NO
NXT
Accommodation
Additional
Advise
Arrive/arrival
Arrange/Arrangement/Arranging
Approximate/Approximately
As soon as possible
Attention
Before
Cost Insurance
Cash in Advance
Could you
Confirm
Change
Deliver/Delivery
Departs/Deparure
Delay
Documents
Enclosure
Estimated time of arrival
For the attention of
Flight
Forward/Send
Information
Invoice
Letter of Credit
Last
Letter
Maximum
Minimum
Meeting
And
Number
Next
66
OK
O/C
ORD
OURLET
OURTELCON
PLS
POSS
RE/REF
REC
RGDS
RGRT
RPLY
SOONEST
THKS/TNKS
TLX
U
UR
WATT
VST
WK
W/O
WLD U
YR
I agree/Agreement
Is this ok?
Overchange
Order
Our letter Our telephone call
Please
Possible
About/Reference
Received
Regards
Regret
Reply
As soon as possible
Thanks
Telex
You
Your
Value-Added Tax
Visit
Week
Without
Would you?
Your