Curso Profissional Técnico de Turismo

Comunicar inglês – 11º ano

MÓDULO 5
Turismo e Hotelaria

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Teacher: Helena Pereira
 Índice

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 Apresentação

Este módulo visa sensibilizar o aluno para a importância do fator alojamento no âmbito do turismo.
Pretende-se que ele fique a conhecer o campo lexical da hotelaria e saiba manifestar-se sobre as atividades
inerentes, bem como que seja capaz de gerir situações comunicativas. Na fase inicial destinada ao
diagnóstico, poderá recorrer-se a um diálogo informal, solicitando ao aluno o relato de experiências pessoais
em unidades hoteleiras, em Portugal ou no estrangeiro.

Sugere-se o recurso à consulta eletrónica de sites ingleses relacionados com a hotelaria, textos autênticos
extraídos de livros sobre hotelaria e turismo, folhetos publicitários, guias hoteleiros, dados estatísticos (taxas
de ocupação, etc.) documentos relacionados com a hotelaria (fichas de reserva, fatura, ficha de encomenda
de pequeno almoço, etc.), tradução e retroversão de pequenos textos e uma eventual visita guiada a uma
unidade hoteleira.

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 Objetivos
 Conhecer os diversos tipos de unidades de alojamento e os respetivos critérios de classificação;
 Conhecer as principais cadeias hoteleiras inglesas e as suas características;
 Conhecer e saber dar informações acerca dos serviços prestados pelos diferentes tipos de unidades
hoteleiras;
 Conhecer e manifestar-se sobre os principais setores/equipamentos de uma unidade hoteleira;
 Saber reagir adequadamente às diferentes situações de comunicação que surgem na recepção do
hotel;
 Dominar as técnicas e procedimentos em recepção hoteleira: aceitar reservas, atender reclamações,
apresentar desculpas, propor soluções, sugerir alternativas, exprimir sentimentos, etc.

Conteúdos
Os conteúdos lexicais deverão centrar-se nas seguintes temáticas:
A importância da indústria hoteleira.
Diferentes formas de alojamento em hotelaria, suas características.
Serviços ligados à hotelaria.
Setores e equipamentos em hotelaria.
– Funções do recepcionista.

Conteúdos gramaticais a abordar:

A acentuação;
A formação das palavras por prefixação;
Algumas palavras homófonas mais frequentes.
Os verbos.
A expressão de concessão.
As pronomes pessoais forma de complemento directo e indirecto

Funções da linguagem relevantes para os objectivos de aprendizagem definidos

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Different types of accommodation units and their respective classification criteria

1. Size - Or number of rooms

Under 200 rooms

200 to 399 rooms

400 to 700 rooms

More than 700 rooms

The above categories enable hotels of similar size to compare operating procedures and statistical results.

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2. Target Markets

The hotel targets many markets and can be classified according to the markets they attempt to attract
their guests. The common type of markets includes business, airport, suites, residential, resort,
timeshare, casino, convention and conference hotels.

Business Hotels: These hotels are the largest group of hotel types and they primarily cater to business
travellers and usually located in downtown or business districts. Although Business hotels primarily serve
business travellers, many tour groups, individual tourists and small conference groups find these hotels
attractive. Guest amenities at business hotels may include complimentary newspapers, morning coffee, free
local telephone calls, Breakfast etc.

Airport Hotels: These type of hotels typically target business clientele, airline passengers with overnight
travel layovers or cancelled flights and airline crews or staff. Some hotels might give free transport between
hotel and airport. Some Airport hotels also charge the guest by the hour instead of normal daily night
charges.

Suite Hotels: These kind of hotels are the latest trend and the fastest-growing segments of the hotel
industry. Such hotels have a living room and a separate bedroom. Professionals such as accountants,
lawyers, businessmen and executives find suite hotels particularly attractive as they can work and also
entertain in an area beside the bedroom.

Extended Stay Hotels: Extended stay hotels are somewhat similar to suite hotels, but usually offers kitchen
amenities in the room. These kind of hotels are for long-stayers who want to stay more than a week and does
not want to spend on hotel facilities.

Serviced Apartments: Serviced Apartment / Residential hotels provide long-term or

permanent accommodation for Guest. Usually guest makes a lease agreement with the hotel for a minimum
of one month up to a year. Rooms generally include living room, bedroom, kitchen, private balcony,
washing machines, kitchen utensils etc. Unlike normal hotels Serviced apartment only provide weekly
one housekeeping service.

Resort Hotels: Resort hotels are usually located in the mountains, on an island, or in some other exotic
locations away from cities. These hotels have recreational facilities, scenery, golf, tennis, sailing, skiing and
swimming. Resort hotels provide enjoyable and memorable guest experiences that encourage guest to repeat
to the resort.

Bed and Breakfast / Homestays: These are houses with rooms converted into overnight facilities, this can
size up to 1 to 10 guest rooms. They are also known as 'Home Stay's'. The owner of the B&B usually stay on
the premises and is responsible for serving breakfast to the guest.

Timeshare / Vacation Rentals: Another new type or segment of the hospitality industry is the timeshare
hotels. These are sometimes referred to as " Vacation-interval" hotels. Timeshare hotels are where the guests
purchase the ownership of accommodations for a specific period. These owners may also have the unit
rented out by the management company that operates the hotel.

Casino Hotels: Hotels with gambling facilities are called Casino Hotels. Although the food and beverage
operations in the casino are luxurious their functions are secondary to and supportive of casino operations.

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Conference and Convention Centres: These type of hotels focus on meeting and conferences and
overnight accommodation for meeting attendees. They also provide a video conferencing facility,
audiovisual equipment, business services, flexible seating arrangements, flipchart etc. These hotels mostly
located outside the metropolitan areas and have facilities like golf, swimming pools, tennis courts, fitness
centres, spas etc.

Pension or guesthouse

These are very popular with tourists not wanting the large hotel with many facilities they may never use but
are looking for a more personal place to stay which will cost less and have a ‘home from home feeling.

City hotel

City hotels are used by business travellers and tourists alike. Often the tourists require a hotel in the centre of
the city, convenient for sightseeing, not necessarily expensive, whereas the business traveller will also need
the convenient location but may need a hotel with relevant facilities.

Motels

Motels have enjoyed an increase in their business in recent years as the increase in private car owners has
materialised. A motel is a hotel mainly for motorists and located conveniently near a major motorway.

3. Levels Of service

World-class service: These are also called luxury / Five Start hotels, they target top business executives,
entertainment celebrities, high-ranking political figures, and wealthy clientele as their primary markets.
They provide upscale restaurants and lounges, Valet, concierge services and also private dining facilities.

Mid-Range Service: Hotels offering mid-range or otherwise 3 to 4-star hotels service appeal to the largest
segment of the travelling public. This kind of hotels does not provide elaborate service and have adequate
staffing. They also provide uniformed service, food and beverage room service, in-room entertainment's and
also Wi-Fi etc.

Budget / Limited Service: These hotels provide clean, comfortable, safe, inexpensive rooms and meet the
basic need of guests. Budget hotels appeal primarily to budget-minded travellers who want a room with
minimum services and amenities required for a comfortable stay, without unnecessary paying additional cost
for costly services.

4. Ownership and Affiliations

Independent / Single Owner Hotels: They do not have identifiable ownership or management affiliation
with other properties. An example of the same would be family owned and operated hotel that is not
following any corporate policies or procedures.

Chain hotels: Hotels that are part of a hotel chain and these kinds of ownership usually imposes certain
minimum standards, rules, policies and procedures to restrict affiliate activities. In general the more
centralised the organisation the stronger the control over the individual property.

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 Departamentos de um Hotel

 Purchase – Departamento de Compras;

 InformationTechnology – Departamento de Informática;

 Front Office – Receção;

 Back Office – Escritórios;

 Housekeeping – Departamento de Limpeza;

 Food &BeveragesServices – Departamento de compras Comida e Bebidas;

 Kitchen – Cozinha;

 Engineering&Maintenance – Engenharia e Manutenção;

 Accounts – Departamento de Contabilidade;

 Security – Departamento de Segurança;

 HumanResources – Departamento de Recursos Humanos;

 Sales & Marketing – Departamento de Vendas e Marketing.

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