35

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.

36

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.

37

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.

38

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).

39

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

40

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

41

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.

42

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

43

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.

44

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.

45

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.

46

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

47

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;

48

• 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)

49

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

50

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 ........................

51

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 ..............................

52

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]

53

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