1. 1 General Education Office ILA2401 English for the Hotel Business Unit 6: Money Matters

2. 2 Sector News Shangri-La Hotel at The Shard: Details revealed ahead of summer opening The Legend of Shangri-La and Its Unique Hospitality is Making Its Way to Europe In 2013, Shangri-La will reach an even higher level of attainment, when it launches a new luxury hotel inside the spire of The Shard. A New Symbol for London At 1,016 feet high, The Shard is regarded as one of the most ambitious architectural endeavours in the United Kingdom. Its height will make it one of the tallest buildings in Europe, while its soaring spire shape will make it one of the most distinctive. A Philosophy Born in The East As with every property in the group, Shangri-La Hotel, The Shard, London, will operate on a simple yet powerful philosophy of Shangri-La hospitality from warm, caring people. The uniquely Asian view of service at this luxury hotel in London embodies the core values of respect, helpfulness, courtesy, sincerity and humility. These qualities have been the cornerstone of the Shangri-La success. http://youtu.be/RmCI7-E6DlI

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4. 4 MGM Resorts International hotels - guest spending and property overview These figures reflect spending by actual MGM Resort hotel guests (total 41,451 rooms), and a great portion of these stats involve expenditures at the fourteen Las Vegas hotels. Annual Guest Expenditures - Domestic MGM Resorts International Properties : Dining $2.5 billion Retail $1.1 billion Entertainment $541 million Gaming $2.5 billion TOTAL $6.7 billion Total number of rooms 41, 451 Average occupancy 90% Average stay/ number of nights 3.5 Average guests / room 2.4 Sector News http://www.mgmresorts.com/default.aspx

5. 5 Objectives The objectives of this unit are…. 1. Language Focus: Financial Transactions 2. Vocabulary Focus: Numerical and Currency Terms The purpose of this unit is to practice financial dealings in hotel settings using the English language, as well as becoming more aware of cultural points important when dealing with money.

6. 6 Objectives You will be able to: Read and understand table data Use mathematical operations and number types Apply currency exchange rates Use the Passive voice Understand a hotel room rate policy

7. 7 The Hotel Bill Look at this bill and answer the following questions. 1. How many people were staying? 2. What was the room number? 3. How many nights did they stay? 4. What was the daily room rate, and what did this include? 5. What was not included in the room rate? 6. What extras did they buy? 7. How did they pay?

8. 8 Listening Exercise Look at the list below, then listen to three dialogues involving money which take place in a hotel. Each dialogue is about one of the situations. Write the number of the dialogue in your book, by the situation you hear. apaying the bill in the restaurant bbuying goods from a hotel shop cchecking in dchanging money echecking out fleaving a tip

9. 9 Listening Exercise In the dialogues, several questions were asked. Listen again and complete the questions below. Dialogue 1 a)How would you like ___________? b)Could you just ____________ here, please? c)How much do you ________ ? Dialogue 2 d)Would you just like to __________ it __________? e)Can you tell me what this __________ is for? f)Do you ________ Visa? Dialogue 3 g)Can you tell me what the __________ is? h)Cash or ___________? i)Is _________ charged on that?

10. 10 Speaking Numbers The following are some examples of how we speak financial figures in English… “That’ll be thirty-seven pounds twenty, please…” (£37.20) “Room four oh (zero) eight.”(408) “Two hundred divided by one point four equals one hundred and forty-two pounds eighty-six…”(200 ÷ 1.4 = £142.86) “…less two pounds commission… comes to one hundred and forty pounds eighty-six pence.”(- £2.00 = £140.86) “twenty percent of one hundred dollars equals twenty(20% of $100 = $20) dollars” Now complete the Matching exercise on your sheets

11. 11 Speaking Numbers Listen to the examples and write them on the sheet provided. Write them numerically (number format) AND Using words (written text format) USE APPROPRIATE CURRENCY SYMBOLS (if required)

12. 12 Passive Voice - How do we use it? Remember English sentence structure SubjectVerbObject For example: The chefcooksthe duck.

13. 13 Passive Voice - How do we use it? In this example the chef affects the duck by cooking it….. The chefcooksthe duck. In passive voice, we focus on the duck, which is affected by the chef The duckcooksthe chef. ?! There are THREE rules………………. No!

14. 14 Passive Voice – The rules In passive voice we must: 1.add verb to be (am, is, are, was, were, will be) 2.add preposition by 3.change the verb from V1 to V3 (past participle) The duckcooked the chef. is by affected subjectto beverb V3prep bythe object

15. 15 Ahh..? Past tense verb Past tense verb to be (was) Passive Voice - Let’s look at some examples Here are some more examples: Everybody drinks water. Water is drunk by everybody. Hmmm..? drink drank drunk My secretary made the reservation. The reservation was made by my secretary.

16. 16 Creative chefs produce amazing food. Passive Voice - Let’s look at some examples Amazing food is produced by creative chefs. This hotel employs two hundred staff. Two hundred staff are employed by this hotel.

17. 17 Passive voice - When do we use it? We use the passive voice when: – We want to make the object or action more important (e.g., the record was finally broken) – We do not know the active subject (agent) (e.g., the votes have been counted) – We wish to provide sentence variety in a text (or more formal) For example: They built this house in 1788. This house was built in 1788. Bombers bombed a school. A school was bombed.

18. 18 Passive voice – with Tenses TenseActivePassive Present SimpleThey make Som Tam in Thailand.Som Tam is made in Thailand. Present ContinuousSomjai is cooking dinner.Dinner is being cooked by Somjai. Past SimpleThe sommelier poured the wine.The wine was poured by the sommelier. Past ContinuousThey were still changing the bedsheets when we arrived. The bedsheets were being changed when we arrived. Future SimpleWe will open a new restaurant in Chiang Mai. A new restaurant will be opened in Chiang Mai. Future ContinuousThe hotel will be employing a new management team. A new management team will be being employed. Present PerfectThe chefs have created ten new menus in the past year. Ten new menus have been created in the past year.

19. 19 Passive voice - Exercise Using the active sentences, create passive sentences (p4) We add a service charge to your bill. The housekeeping department hasn’t changed the sheets since last week. They delivered the wrong newspapers to room 703. Someone has stolen my passport. As I turned around, the waiter was pouring the wine. We expect guests to check out before twelve noon. A service charge is added to your bill. The sheets haven’t been changed since last week. The wrong newspapers have been delivered to room 703. My passport has been stolen. As I turned around, the wine was being poured. Guests are expected to check out before twelve noon.

20. 20 Guest accounting Complete the text using the following words: check out, deposit, in advance, sales outlet, settle a bill, voucher Hotels operate complex systems of guest accounting. Rooms are not usually paid for ______________. It is normal for guests to _______________ only when they _____________ of the hotel – although usually a _____________ or credit card number is taken as security. A guest will probably buy a number of hotel services during his/her stay, for example, drinks in the bar, room service and so on. These are either paid for at the time or added to the guest’s final bill (in which case the ____________ must issue a signed ___________ to the accounts department). check outdeposit in advance sales outlet settle a bill voucher

21. 21 Hotel Rooming Price Policy 1 Read the memo explaining the Grand Hotel’s policy on room rates your sheet. Answer the questions which follow. a) a)Who decides the rate for different agents? b) b)When must a guest star to get a 15% reduction? c) c)Where does the hotel get most of it’s guests from? d) d)Why does selling rooms through Free Sales Agents keep administration costs down? e) e)What is the difference between a Free Sale Agent and an Allocation Holder?

22. 22 Hotel Rooming Price Policy 2 Using the information in the memo, calculate the income for the hotel in each of these cases: a) a)Three couples staying for two nights (Friday and Saturday) in Standard rooms. b)One businessman staying in an Executive Plus room for three nights (not a corporate client). c)A group of ten corporate clients each staying in a separate room (Luxury) for one night. The Sales & Marketing Dept. has agreed a 20% reduction for this company.

23. 23 Hotel Rooming Price Policy 3 Listen to the interview with the reservations manager. a) a)Note the changes to the previous policy b) b)Calculate the new income (for 3 previous guests) based on the updated policy

24. 24 Summary During this class, we have: Read and demonstrated understanding of table data Used mathematical operations and number types Applied currency exchange rates Used the Passive voice Understood a hotel room rate policy