Tiếng anh khách sạn nhà hàng (lhhd27b) 2022

ĐỀ CƯƠNG THI CUỐI KÌ (TIẾNG ANH KHÁCH SẠN – NHÀ HÀNG)
NỘI DUNG CÂU
NỘI DUNG CÂU
STT
GỢI Ý TRẢ LỜI
HỎI TIẾNG ANH
HỎI TIẾNG VIỆT
+ The receptionist department plays the role of hotel
representative to communicate, provide information to
customers, receive, and resolve guest complaints.
Make an introduction
+ The members of the executive department combined
Giới thiệu về nhân sự
about the staffing and
with the heads of the departments to form a senior
1.
và tổ chức nội bộ
internal organization
leadership team. Responsible for the management and
trong khách sạn
in a hotel
operation of the entire hotel operation, ensuring the
effectiveness committed to the investor or the group.
+ The role of the hotel security department is to ensure
the safety of guests, employees, and property of the hotel
+ The receptionist: Checking in for guests usually
includes the following stages: receiving credit card
information, giving a registration card to the guest into the
room and answering any questions from the guest. They
also regularly take phone calls and make reservations.
Make a list of Lên danh sách các + Porter: As soon as guests check in at the front desk,

2.
common jobs in a công việc phổ biến they will help guests put their luggage into the room and
hotel
trong khách sạn
make sure that the guest room is okay
+ Housekeeping: The housekeeping team ensures that the
hotel and rooms are clean, so that guests can return. As a
housekeeping staff, you may be required to clean guest
rooms, change sheets and towels, change used toiletries,
and clean other areas of the hotel.
+ Table part: Ensure complete and accurate
implementation of the preparation work ready to serve
guests/ Serve wholeheartedly, thoughtfully, generously,
politely, meeting the needs of customers/ Clean up, clean
when guests return and proceed to set up again/
Coordinate activities with other departments to complete
tasks.
+ Receptionist part: Welcome, guide and see off guests
in and out of the restaurant/ Responsible for customer
booking issues, seating arrangement for customers/
Always have a professional working style, cheerful,
welcoming and polite attitude towards customers/ Record
Make a list of Lên danh sách các
customer feedback, deal with it within the scope of
3.
common job in a công việc phổ biến
authority and report it to the restaurant's supervisor and
restaurant?
trong nhà hàng?
manager/ Know the restaurant's menu, structure, layout,

reservation and unbooked status at the beginning of each
shift/ Support Supervision, perform other tasks as
assigned by superiors.
+ Bartender part: Responsible for preparing drinks
according to customer's request/ Preservation of food,
items, and equipment in the work area/ Ensure cleanliness
in the bar area/ Check and monitor the status of
ingredients at the bar area, order ingredients for the bar/
Prepare relevant reports as required/ Support other
departments to complete tasks/ Perform other tasks as
assigned
Kỹ năng và trách + Take care of your appearance, make an impression right
What are the job
4.
nhiệm công việc của from the first meeting
skills
and
một lễ tân là gì?
+ Know your job
1


responsibilities of a
receptionist?

5.

6.

7.

8.

9.

What are the job
skills
and
responsibilities of a
hotel manager?
What are the job
skills
and
responsibilities of a
housekeeping staff?

+ Positive working attitude
+ Foreign language communication skills
+ Listening skills
+ Good visibility
Kỹ năng và trách
nhiệm công việc của They need to have good listening skills, teamwork skills,
một nhà quản lý and communication skills, Resolve customer complaints.
khách sạn là gì?
Kỹ năng và trách They need to clean master skills, laundry skills, time
nhiệm của nhân viên management skills, communication skills, honest,
dọn phịng là gì?
diligent - hard working, customer care skills…

Thuyết trình về một

Make a presentation
khách sạn mà bạn
of a hotel you know
biết

What are the hotel
facilities
and
amenities?
Make an introduction
of the facilities in the
hotel room

Trang thiết bị và tiện
nghi của khách sạn là
gì?
Giới thiệu các tiện
nghi trong phịng
khách sạn

10.

Make an introduction Giới thiệu cơ sở vật
of the hotel facilities chất của khách sạn

11.

Đưa ra định hướng về
Giving direction of
cơ sở vật chất của

the hotel facilities to
khách sạn cho khách
the hotel guest
của khách sạn

Melia Hanoi Hotel - is a 5-star hotel in Hanoi, located in
the heart of Hanoi city. From the hotel, it only takes a few
minutes to reach famous historical sites such as Ho Chi
Minh Mausoleum and Museum, One Pillar Pagoda,
Hanoi Opera House, Temple of Literature and many
beautiful rivers, lakes, and temples. The hotel is about 500
meters from Hanoi Railway Station and 38 km from Noi
Bai Airport. Melia Hanoi Hotel includes 306 rooms and
apartments. In which, there are 238 Deluxe rooms with an
area of 30 m2 and 66 Executive Suite rooms with an area
of 68 m2. All rooms are designed with meticulous
attention to detail, comfortably decorated and meet the
highest standards of seasonal travelers. Melia Hanoi
Hotel includes 2 restaurants with a rich menu of Asian
and Chinese cuisines. Melia Deli or Lobby Lounge are
bars serving drinks, cocktails, and light snacks.
The basic facilities and amenities in the hotel:
- Kitchen facilities, like fridge, coffee maker and
microwave...
- TV with cable.
- Hair dryer.
- Essentially kit, like soap, shampoo, body milk,
conditioner, towels
- Facilities (Outside the bedroom):
- Dining options

- Recreational activities
- Swimming pool
- Parking
- Spa
- Bar, Fitness Center, mini-bar…
Bora Bora swimming pool in Bao Son hotel is a fourseason swimming pool located under the roof, in a quiet
space on the 2nd floor. The swimming pool is designed in
the shape of the number 8, with 2 large and small
interconnected pools.
The large tank has a length of 20m, the largest width of
10m, a depth of 1.5-2m; The small tank has a diameter of
6m, a depth of 0.8m. The outstanding advantage of Bao
Son hotel's indoor swimming pool is that it always
maintains warm water, the average temperature is 33-34
degrees, completely airtight, very suitable for adults and
children to practice sports, maintain swimming habits to
exercise health even on cold winter days.
2


12.

What are the possible Các cách có thể để
ways to reserve a đặt phịng khách sạn
hotel room?
là gì?

13.

What

are
the Những trách nhiệm
responsibilities of the của nhân viên đặt
reservation clerk?
phòng?

14.

What information is Những thông tin nào
included
in
the được bao gồm trong
reservation form?
đơn đặt phòng?

15.

What are the possible
reasons for people to
cancel or change
their
booking
reservation?

Những lý do có thể
để mọi người hủy
hoặc thay đổi đặt chỗ
đặt phịng của họ là
gì?

16.

How do hotels reply
the
guest’s
amendment
and
cancellation?

Làm thế nào để
khách sạn trả lời việc
sửa đổi và hủy bỏ của
khách?

In particular, the swimming pool does not use chemicals
to make the water harmful to the skin and the water is
changed daily, so swimmers can be assured of the quality
of the water at the pool.
+ Guaranteed reservation is a form of booking according
to an agreement between the guest and the hotel, in which
the hotel must keep the booked room until the time of
check out of the next day, calculated according to the date
of the guest. intended arrival, except by special agreement
between the two parties.
+ Non-guaranteed reservation is a booking form in which
guests only reserve the room in advance, and the hotel
will keep the room for guests until a certain time of the
day of the guest's intended arrival, depending on the
regulations of each guest. hotel. After that specified time,
if the guest does not come to check-in, the hotel has the

right to sell the room to another guest.
+ Good appearance, good looking
+ Have good communication skills and situational skills,
knowing foreign languages is an advantage
+ Always have a friendly, gentle, smiling attitude with
customers
+ Precise, meticulous, do not encounter unnecessary
errors in the working process
+ Understand the working process, job characteristics and
the software and tools to support the work
+ Coordinate with other departments to solve the work
Reservation staff must fully understand the following
information:
- Name of guest, name of group of guests, name of
registrant.
- Address, phone number, fax number (including area
code), email of the guest.
- Number of guests traveling in the group.
- Date and time of arrival and number of nights of stay.
- Number of rooms and types of rooms.
- Room rate and form of payment
- Reservation type (guaranteed or non-guaranteed)
- Special requests of guests.
There are: wrong information on hotel booking, bad
weather epidemic, security, terrorism.
When receiving cancellation information from the guest,
the staff receiving the reservation should be nostalgic but
polite and enthusiastic to help the guest cancel the
reservation-avoid showing an unpleasant attitude, causing
difficulties for the guest. Reservation staff need to

determine the cause and regulations on cancellation of the
reservation committed between the hotel and the guest.
For non-guaranteed reservations, the following tasks
should be performed:
• Greet customers and ask for their requests
• Receive request to cancel reservation
• Make a reservation cancellation
• Record the cancellation time and the name of the
person reporting the cancellation
3


17.

Make
the
explanation of the
terms and conditions
of
booking
amendment

Thực hiện giải thích
các điều khoản và
điều kiện của việc
sửa đổi đặt chỗ

18.

Make

the
explanation of the
terms and conditions
of
booking
cancellation for FIT /
GIT

Giải thích các điều
khoản và điều kiện
hủy đặt phòng cho
FIT / GIT

- For guaranteed booking
When a customer makes a reservation, make sure that the
staff receiving the reservation performs the following
tasks:
• Greet customers and ask for their requests
• Receive request to cancel reservation
• Ask the guest's name to make a reservation
• Ask and write down the name of the person who
canceled the reservation (including the place of work, if
any)
• Ask the reason for the cancellation of the reservation
• Reconfirm all old booking information
• Reconfirm the cancellation of the reservation with the
guest
• Ask the unit to confirm the cancellation of the
reservation
• Thank the guest for the cancellation of the reservation

• Seal cancellation of reservation
• Enter the cancellation number in the cancellation book
• Record information
• Cancel booking in computer
• Save cancellation records
• Notify relevant departments
If you do not check-in by appointment, guests will be
subject to a penalty fee as detailed in the Cancellation
Policy for the booked price. We reserve the right to cancel
or amend reservations in the event that a customer has
provided an invalid credit card, has engaged in fraudulent
or inappropriate activity, or has an erroneous reservation
or as a result of some error. In addition, we also reserve
the right to cancel or amend reservations if they do not
comply with our Terms and Conditions. If a guest chooses
to shorten their stay or check out early, they will be
charged a penalty fee as detailed in the Cancellation
Policy at the booked rate. In the cases of cancellations
mentioned above, the hotel is under no obligation to
guarantee new available bookings or the best rates.
Party B is responsible for notifying Party A when
adjusting or canceling a room, this notice must be
in writing and sent to the hotel by fax or email during:
 Cancellation 21 days or more before check-in date:
reservation can be canceled without charge
service cancellation fee.
 Cancellation between 21 days and 14 days before
check-in date: 35% payment
on the total amount for the service booked.
 Cancellation between 14 days and 07 days before

check-in date: 50% payment
on the total amount for the service booked.
 Cancel service within 07 days before check-in date or
in case of failure to do so
booked service (no-show): must pay the full amount for
the booked room.
Contract modifications are only valid when drawn up in
writing and confirmed by the hotel.
4


19.

What are the steps in Trình bày các bước
the hotel check-in trong quy trình nhận
process?
phịng khách sạn?

20.

What are the steps in Trình bày các bước
the hotel check-out trong quy trình trả
process?
phòng khách sạn?

21.

What
are
the Các trách nhiệm của

responsibilities of the văn phịng phía trước
front office?
là gì?

22.

What are the skills
and responsibilities
of a server in the
hotel restaurant?

Kỹ năng và trách
nhiệm của một người
phục vụ trong nhà
hàng khách sạn là gì?

23.

What
information
does the server need
when
taking
a
customer’s order?

Máy chủ cần thơng
tin gì khi nhận đơn
đặt hàng của khách
hàng?

24.

Làm thế nào một máy
How can a server
chủ có thể nhớ đơn
remember
the
đặt hàng của khách
customer’s order?
hàng?

Adjusting information by phone will not be of any value.
+ Welcome guest
+ Confirm the guest's reservation
+ Procedures for registration of accommodation for
guests
+ Confirm the customer's payment method
+ Handing over the room key
+ Information about services in the hotel
+ Lead the guest to the room
+ Complete the profile, update information
+ Confirm the check-out
+ Notify guests of check-out with other departments in
the hotel
+ Prepare payment records for guests, including:
* Hotel registration form
* Booking confirmation letter
* Invoices, unpaid services from customers and
promissory notes

* Room changes voucher (if any)
* Customer's prepayment slip (if any)
* Contact credit card numbers
* General invoice (attached to single invoice)
* Thank you letter to customer
+ Check the customer's deposit amount
+ Ask the bank to accept the extra payment from the
customer
+ Party B can only announce or advertise Party A's
announced price on the media
mass, including the internet.
+ Party B informs customers of the hotel's regulations,
and they must comply with these regulations
This policy is for the duration of your stay at the hotel.
+ Party A has the right to claim compensation (according
to the time price) for the loss or damage caused by its
customers caused by party B.
+ Take care of your appearance, make an impression right
from the first meeting
+ Know your job
+ Positive working attitude
+ Foreign language communication skills
+ Listening skills
+ Good visibility
+ Name of guest, name of group of guests, name of
registrant.
+ Address, phone number, fax number (including area
code), email of the guest.
+ Number of guests traveling in the group.
+ Date of arrival and number of nights of stay.

+ Number of rooms and type of room.
+ Room rates and payment methods.
The hotel should note some information:
+ Customer name, address, phone number.
+ Room type, room rate.
+ Number of rooms and number of guests.
+ Date of arrival and number of nights of stay.
5


25.

Introduce
a Giới thiệu một nhà
restaurant you know hàng mà bạn biết

26.

What are the basic Các dịch vụ cơ bản
services in a hotel?
trong khách sạn là gì?

27.

What
are
the
Các dịch vụ bổ sung
additional services in
trong khách sạn là gì?

a hotel?

28.

What are the special Các dịch vụ đặc biệt
services that hotels mà khách sạn cung
offer?
cấp là gì?

29.

What are the services Các dịch vụ trong
in the restaurant?
nhà hàng là gì?

30.

What
are
the Nhà hàng trong quán
restaurant in the bar? bar là gì?

31.

Make a presentation
Thuyết trình về các
about the special
dịch vụ đặc biệt mà
services that hotels
khách sạn cung cấp

offer

32.

+ Special requests from guests.
+ Is the reservation guaranteed or not?
+ Payment methods.
+ Reservation number (number of booking slip).
Out of all the restaurants I've been to, Ocean house
restaurant is my favourite. Ocean Place in the centre of
Shanghai city. I like the spacious, peaceful space, good
service, and food. This is a four-story restaurant, and the
2nd floor is reserved for different parties or special
events. The children's playground is quite large, and
children love to play there, the restaurant serves a few
dishes including exotic desserts, ice cream. The prices are
reasonable, and the food is served quickly. Weekly music
performances and regular customer discounts are two
other reasons why I prefer the bar over other restaurants
in my city.
Main service: accommodation, meals.
+ Accommodation is business activities providing shortterm accommodation facilities for people in need
(business, tourism, etc.)
+ Meals: It includes the activities of preparing food,
selling, and serving the consumption needs of food and
beverages and providing other services to satisfy the
dining and entertainment needs of customers in
restaurants. hotel for the purpose of making a profit.
Additional services are understood as services that the
hotel provides to customers to satisfy optional needs

Ther are: Changing money, swimming pool, minibar, spa,
laundry…
Main services: Including bedroom and catering services,
wholesale hotel towels... This is an essential service of
every customer when coming to the hotel to stay.
Additional services: Including services such as: Spa,
swimming pool, restaurant, bar... to satisfy the needs of
relaxation and entertainment of customers.
Restaurant service is understood as all business activities
implemented by a restaurant to meet the needs of food and
beverage for diners and the market, to bring revenue and
profit to customer’s shop.
A restaurant is an establishment that specializes in the
cooking and serving of food and drinks to customers,
mainly for immediate consumption. In addition, many
restaurants also have a service to pack food for customers
to "take away" instead of eating at the restaurant. On bar,
the restaurant service customers besides foods, the
restaurant combines with the preparation of drinks and
smoothies.
Laundry is called the laundry department in the hotel, in
charge of collecting all fabric items according to the
hotel's standards, such as blankets, sheets, mattresses,
pillowcases... in the system of rooms with guests to stay.
wash and iron all those items

Những sự kiện nào
What events are
There are: birthday, conference, meeting, anniversary,
được tổ chức tại các

hosted at hotels?
contract signing, team building
khách sạn?
6


33.

Người lao động giúp
What workers help at
gì tại các sự kiện ở
events at hotels?
khách sạn?

34.

What facilities do Khách sạn có những
hotels
have
for tiện nghi gì cho các
special events?
sự kiện đặc biệt?

35.

Make a presentation
about the facilities
and amenities for
conferences
and

meetings

Thuyết trình về cơ sở
vật chất và tiện nghi
cho hội nghị và cuộc
họp

36.

Make a presentation
about the facilities
and amenities for
weddings and parties

Thuyết trình về cơ sở
vật chất và tiện nghi
cho tiệc cưới và tiệc
tất niên

37.

Make a presentation
Thuyết trình về cơ sở
about the facilities
vật chất và tiện nghi
and amenities for
cho buổi dạ tiệc
galas

At each hotel, there are spaces dedicated to birthdays and

parties, so you don't need to worry too much about
choosing a decoration location, as well as considering
whether the decoration space is large enough to invite
guests. guests, as well as whether it is suitable for a
birthday party or not…
- Welcoming guests from the reception.
- Record orders, introduce, consult food and drink, serve
food and drink that have been ordered by customers.
- Make sure to be present and ready to meet the needs of
guests during the meal.
- Implement the payment process.
- Welcome guests, clear the table.
- Cleaning the area in charge.
Hotels that offer high-end conference room services often
incorporate food service as well. Accordingly, attendees
can enjoy food and drinks. Even resting in a hotel room.
Or use the utilities and services that come with it. The
hotel conference room is also beautifully decorated. At
the same time, there is a full range of smart equipment,
logistics (chairs, tables…). Some conference room rental
locations also support consulting and organizing stages in
the event. So, you should use them when having a
meeting
The conference room of Melia Hanoi Hotel has a capacity
of up to 1300 people, allowing customers to organize
large-scale and luxurious conferences with the service of
professional and experienced staff in the field. organize
events. The conference area is always fully equipped with
machinery, equipment, and professional services for
events from projectors, speakers, photocopiers... to

secretarial services, translation.
Melia Hanoi Hotel is a high-class address for luxurious
and polite parties. With a team of years of experience
operating in an international environment, all your
requirements for a perfect party will be satisfied. Melia
Hanoi Hotel owns the largest Ballroom in Vietnam with
a capacity of 1200 conference guests or 800 party guests.
This is also the ideal choice for small and medium
meetings with 9 function rooms from 70-200 seats. In
addition, Melia Hanoi also offers 2 high-class executive
meeting rooms with luxurious leather seats and beautiful
city views.
In a 12,000 m2 campus with a unique design, Sen Tay Ho
restaurant is always close to nature, Sen Tay Ho is proud
of being filled with modern culture. 1,500 guests together
enjoyed over 200 delicious dishes, delicious dishes in the
world were collected in the heart of Hanoi at Sen Tay Ho
restaurant. The restaurant includes the following
restaurant chain: Traditional lotus, international buffet,
Royal Lotus, Royal Lotus, International Lotus. The
nursery area and the entertainment area include a
children's room and a karaoke room.

7


38.

What off-services do Khách sạn bố trí
hotels arrange for những dịch vụ phụ

guests?
nào cho khách?

39.

Make a presentation Thuyết trình về một
about one off-service dịch vụ khách sạn
hotels offer
cung cấp

40.

What are common Khách thường phàn
guest’s complaints in nàn gì trong khách
the hotels?
sạn?

41.

What are common Khách thường phàn
guest’s complant in nàn gì trong nhà
the restaurants?
hàng?

42.

What are some steps Một số bước để giải
to deal with guest’s quyết khiếu nại của
complaint?
khách là gì?

43.

Lập danh sách các
Make a list of
phương thức thanh
common methods of
toán phổ biến trong
payment in hotels
khách sạn và nhà
and restaurants
hàng

44.

Make a list of
precautions
receptionists and sale
staff should take
when dealing with
payment

Lập danh sách các
biện pháp phòng
ngừa mà nhân viên lễ
tân và nhân viên bán
hàng cần thực hiện
khi giao dịch thanh
toán

45.

What
common
problems do hotel
guests often have
during the payment
process?

Khách của khách sạn
thường gặp những
vấn đề gì trong q
trình thanh tốn?

+ Minibar
+ Changing money
+ Swimming pool
+ Laundry service
+ Transportation rental service
Minibar is a mini refrigerator, used to cool drinks or to
store cosmetics, fruit, food, etc., is one of the important
equipment in the room of 4–5-star hotel rooms today. The
hotel invests in a mini bar to serve the needs of food and
drink preservation of customers, while creating
modernity and comfort during their stay. Every day, the
minibar area is always thoroughly checked by hotel staff
to keep it clean.
+ Guest requested to change room.
+ The surrounding guests are noisy.
+ Booking error.

+ Customer lost luggage
+ Food and drink service problems
+ Staff damaged guest's belongings...
+ Complain about the quality of the food.
+ Angry at having to wait so long.
+ Guests arrive first but are served later.
+ The waiter brought the wrong dish.
+ Spill food on guests.
+ Guests leave because of slow service or no tables.
+ Customers complained because the restaurant ran out of
some of their favorite dishes.
+ Receiving complaints
+ Sympathize with customers
+ Ask the right questions and listen to the customer's
presentation
+ Come up with a solution to solve it
+ Implement the given solution
+ Care and follow up customers after implementation
+ Cash: This form is applied to customers who make
reservations and want to pay directly at the counter.
Despending on each hotel, there will be different payment
currencies, usually Vietnam Dong and Dollars or some
hotels also accept other foreign currency denominations.
+ Card
+ ATM/Visa/Master/Momo
+ Voucher/Barter
Before paying, ask guests if they have discount cards, VIP
cards, vouchers or messages received in the restaurant's
promotions. All cases of payment must be according to
the bill, if it is exceeded, an additional bill must be issued

or a confirmation of receipt of additional money from the
customer into the bill of the manager.
- Guests do not agree to pay for services arising in the
invoice.
- Guests request a room discount.
- The guest cannot pay the bill.
- When checking out, counterfeit money, checks or credit
cards are discovered
8


- Guests request to check out later than the specified time:
Therefore, when guests call or directly inform them that
they will be checking out late, the front desk needs to let
the guests know about the extra charge and note the
following issues:
+ Check the responsiveness of the hotel
+ Negotiate with the guest the exact check-out time and
the amount to be paid for the overtime room rental
Some customers may be annoyed to be charged this extra
fee and refuse to pay, front desk staff need to face such
situations calmly and give good reason.

9