Контрольная работа по английскому языку

Вариант 1
I. Grammar
1. Complete the sentences using the correct form of the verbs in brackets.
1. He said he (to listen) to the same stories for a long time. 2. You ever (to be) to the new stadium? – Yes, I (to be) there last Saturday. 3. The old lady was happy: she (not to see) her son for three years. 4. What you (to do) at 5 o’clock yesterday. 5. How many pages you (to translate) for today? 6. The day (to be) cold and it (to rain). When I (to reach) home, my raincoat (to be) all wet. 7. Ring me up at eleven o’clock, I (not to sleep). 8. When Mrs. Smith (to come) home yesterday, she (to see) that her daughter (to cook) supper and (to wait) for her with the table laid. 9. I (to walk) for about an hour when I (to see) a little house not far from the river. 10. You (to be) late for the con ...

Вариант 1
I. Grammar
1. Complete the sentences using the correct form of the verbs in brackets.
1. He said he (to listen) to the same stories for a long time. 2. You ever (to be) to the new stadium? – Yes, I (to be) there last Saturday. 3. The old lady was happy: she (not to see) her son for three years. 4. What you (to do) at 5 o’clock yesterday. 5. How many pages you (to translate) for today? 6. The day (to be) cold and it (to rain). When I (to reach) home, my raincoat (to be) all wet. 7. Ring me up at eleven o’clock, I (not to sleep). 8. When Mrs. Smith (to come) home yesterday, she (to see) that her daughter (to cook) supper and (to wait) for her with the table laid. 9. I (to walk) for about an hour when I (to see) a little house not far from the river. 10. You (to be) late for the concert if you (not to take) a taxi.

1. Put the following into Indirect Speech:
1. Mother says, ‘Ann, open the door’. 2. Grandmother says, ‘Is it hot today, Mary?’ 3. She says, ‘When will you be back, Nick?’ 4. ‘Have you lost anything, Madam?’ asked the policeman. 5. Miller said, ‘We often talk about you, Hans’. 6. She said, ‘I was working from 3 till 5 p.m.’ 7. The teacher said, ‘What books will you read next year, students?’ 8. She said, ‘Will my dress be ready in time?’ 9. He says, ‘How many stories by Maugham have you read this year, Alice?’ 10. Mike asks his brother: ‘Are there any pictures in the book?’ 11. She said, ‘He is my little son, whom I lost in the forest.’ 12. The Star-Child said, ‘I have only one piece of money in my wallet, and if I don’t bring it to my master he will beat me, for I am his slave.’ 13. He said, ‘But you mustn’t chatter. I am very busy. Smoke a cigarette and keep quiet.’ 14. The painter said, ‘The old man you saw today in the studio was Baron Hansberg. He is a great friend of mine, buys all my pictures and a month ago asked me to paint him as a beggar. And I must say he made a magnificent figure in his rags.’ 15. The girl said, ‘I am sorry for you, but my brothers are going back to Eton tomorrow and then no one will annoy you.’ 16. ‘My dear Lady Clem, I never have a moment to myself,’ said Lord Arthur. ‘I suppose you mean that you go about all day long with Miss Sybil Marton, buying things and talking nonsense?’ ‘I assure you I have not seen Sybil for twenty four hours, Lady Clem,’ said Lord Arthur. 17. ‘I don’t think I like boys,’ answered the Swallow. 18. Mother said, ‘Jane writes charming letters. You must really read her last, Arthur. It is as good as the novels she sends us.’ 19. Hans said to himself, ‘It has certainly been a hard day but I am glad I did not refuse the Miller, for he is my best friend and he is going to give me his wheelbarrow.’ 20. ‘Please, don’t go, Miss Virginia,’ he cried, ‘I am so lonely and so unhappy, and I really don’t know what to do, I want to go to sleep and I cannot.’
II. Reading Comprehension
Text 1
TANGIBILISING THE INTANGIBLE
Hospitality services are intangible which means not only the fact that they cannot be seen, tasted, heard, or smelled but also that it is impossible to experience these services before they are purchased. It causes uncertainty in the customers about the quality of services they are going to purchase. Before boarding an airplane, passengers have nothing but a ticket and the promise of safe delivery to their destination. To reduce this uncertainty, the customers look for physical evidence that may provide information and confidence about the service. A hotel’s promotional material might include photographs of the hotel’s public area, guest rooms, floor plans of a meeting hall (for meeting planners who might like to organize a meeting in the hotel), room capacities and furniture, the photographs of employees in the hotel’s uniform, of the exterior of the hotel, etc.
Everything about a hospitality company communicates something that helps to tangibilize its services. Red and white awnings, the outside patio and white striped building wall displaying the signs of the restaurant chain TGI Friday’s in large letters tell the potential guests that this restaurant offers informality and fun. A couple looking for an elegant, intimate atmosphere would be disappointed at Friday’s.
Similarly, the exterior of the hotel Hampton Inn’s suggests that it will provide clean, comfortable and safe lodging at moderate price. When guests arrive, they find no door clerks, concierge desk, or other features appropriate for an upscale hotel. Instead, they find an attentive desk clerk in an appropriate uniform and a small lobby with comfortable but moderate furnishing. In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.
Hospitality companies are very sensitive to protecting the visual image and overall appearance known as trade dress. The McDonald’s has brought suit against competitors who dared to copy any form of golden arches. Experts say that to compete effectively in today’s market, it is necessary to design an effective trade dress while taking care not to imitate too closely that of any competitor.
1. Give Russian equivalents and use them in the sentences of your own:
a promotional material, a floor plan, specific, room capacity, lodging, a lobby, a door clerk, a concierge, a desk clerk, greening.
2. Write out from the text the whole sentences which contain the words and phrases given below and translate them into Russian:
to purchase a service, before boarding an airplane, physical evidence, to provide confidence, exterior of the hotel, the outside patio, safe lodging at moderate price, features appropriate for, moderate furnishing, natural landscaping, interior, trade dress, to bring a suit against, to imitate closely.
3. Answer the following questions:
1. What can serve as a means to tangibilize the experience you are promised to have?
2. What sort of information is usually given in typical promotional materials?
3. What idea does the exterior of the restaurants belonging to the chain TGI Friday’s communicate?
4. What does the exterior of the hotels belonging to the chain Hampton Inn’s suggest?
5. What term is used in hospitality industry to refer to the use of vegetation as a means to decorate the building?
6. What term is used to refer to the visual image and overall appearance of a hospitality company?
7. What serves as a trade dress of McDonald’s and what part of it is so valuable for the company that they bring suit against competitors who imitate it?
8. According to experts, why is it necessary to design an effective trade dress?
Text 2
CONTACT PERSONNEL
Efforts to control consistency in the hospitality industry are sometimes unsuccessful because concentration is not placed on the right areas. In the book called You Can’t Lose If the Customer Wins Ron Nykiel, a former vice-president for Stouffer Hotels discusses the areas in the hotel on which employee – customer contacts take place. He calls these areas “points-of-encounter”. Here is the extract from this book which begins with an imaginary journey in which the readers are invited to stay at the imaginary hotel called King’s Crown.
“Our flight has just landed and you decide to call the hotel so that to inform the hotel that we are here and arrange for a pickup in their van. You find a phone booth and dial the number.
Encounter Point 1: The Voice on the Phone. The phone is ringing and ringing and ringing. After what seems like eternity a voice answers, “Hello!” You wonder if this is really King’s Crown Hotel and not the hell. Before we can say more, the voice says, “Please hold on,” and is gone. When it returns, you state the purpose of your call. “But you are booked for tomorrow, are you sure you’re here?”
After a considerable discussion, you are told that you can have a room, but all the nonsmoking ones are gone. Fortunately, there is one available since the previous guest just died of emphysema, leaving available space. Wait for a van near Terminal 2.
Encounter Point 2: Our Delightful Driver. After twenty-nine minutes of your waiting under cold drizzle, the van arrives. A nonuniformed individual of questionable gender tells us that someone forgot to tell (him/her?) that passengers were waiting until just now, so (he/she?) cannot be blamed for being late. Mr. or Ms driver got a bad disk out of joint yesterday, so we have to place our bags in the van. Arriving at the hotel we unload the bags, but find our driver waiting with palm up.
Encounter Point 3: The Invisible Bell Person. Thirty centimeters before dragging ourselves to the front desk, a uniformed porter emerges from thin air and attempts to “de-bag” us. Having dragged tonnage this far, we reject the offer only to be given that look of “miserable low-class skinflints”.
Encounter Point 4: The Front Desk. The Bell Cap is not the only person to suddenly emerge as now a Convention of Royal Muscrats in front of us to the only desk clerk on duty. Forty-seven minutes later it is our turn.
You guessed it; reservation didn’t relay the message that we were coming and the body still has not been removed from that single remaining smoke-filled vacant available room. Suddenly, the desk clerk asks if we don’t love the appearance of the lobby, which was just renovated with pure gold at a cost of $365 million. Ten minutes later we are being escorted to the police station for attempted murder of a desk clerk.”
1. Give Russian equivalents and use them in the sentences of your own:
a point-of-encounter, a phone booth, to arrange for a pickup, to book smb, to unload the bags, a bell person, a front-desk clerk, to relay the message, to renovate the lobby, vacant available room.
2. Explain in English what is meant by the following phrases illustrating them with the examples of your own:
“Please hold on!”, nonsmoking rooms are gone, a guest died leaving available space, a nonuniformed individual of questionable gender, our driver is waiting with palm up, a porter attempts to “de-bag” us, a look of “miserable low-class skinflints”, for attempted murder of a desk clerk, we are being escorted to, the only desk clerk was on duty.
3. Answer the following questions:
1. Who is the author of the book from which this extract is taken?
2. What can you say about the style his book is written in?
3. What does Ron Nykiel mean by a point-of-encounter?
4. What was the purpose of calling to the hotel?
5. Why did they have to wait so long before being answered on the phone?
6. What was their first surprise?
7. What solution was proposed by the reservation office?
8. Why did they have to wait so long before being picked up by the hotel van?
9. What was wrong with their driver?
10. What problem did they confront at their arrival at the hotel?
11. Why did they reject an offer of help from the porter?
12. How long did they stand in line before the reception desk? Why so long?
13. What did they learn from the desk?
14. Why did they feel like murdering the desk clerk at the end?

Вариант 1
I. Grammar
1. Complete the sentences using the correct form of the verbs in brackets.
1. He said he (to listen) to the same stories for a long time. 2. You ever (to be) to the new stadium? – Yes, I (to be) there last Saturday. 3. The old lady was happy: she (not to see) her son for three years. 4. What you (to do) at 5 o’clock yesterday. 5. How many pages you (to translate) for today? 6. The day (to be) cold and it (to rain). When I (to reach) home, my raincoat (to be) all wet. 7. Ring me up at eleven o’clock, I (not to sleep). 8. When Mrs. Smith (to come) home yesterday, she (to see) that her daughter (to cook) supper and (to wait) for her with the table laid. 9. I (to walk) for about an hour when I (to see) a little house not far from the river. 10. You (to be) late for the con cert if you (not to take) a taxi.

1. Put the following into Indirect Speech:
1. Mother says, ‘Ann, open the door’. 2. Grandmother says, ‘Is it hot today, Mary?’ 3. She says, ‘When will you be back, Nick?’ 4. ‘Have you lost anything, Madam?’ asked the policeman. 5. Miller said, ‘We often talk about you, Hans’. 6. She said, ‘I was working from 3 till 5 p.m.’ 7. The teacher said, ‘What books will you read next year, students?’ 8. She said, ‘Will my dress be ready in time?’ 9. He says, ‘How many stories by Maugham have you read this year, Alice?’ 10. Mike asks his brother: ‘Are there any pictures in the book?’ 11. She said, ‘He is my little son, whom I lost in the forest.’ 12. The Star-Child said, ‘I have only one piece of money in my wallet, and if I don’t bring it to my master he will beat me, for I am his slave.’ 13. He said, ‘But you mustn’t chatter. I am very busy. Smoke a cigarette and keep quiet.’ 14. The painter said, ‘The old man you saw today in the studio was Baron Hansberg. He is a great friend of mine, buys all my pictures and a month ago asked me to paint him as a beggar. And I must say he made a magnificent figure in his rags.’ 15. The girl said, ‘I am sorry for you, but my brothers are going back to Eton tomorrow and then no one will annoy you.’ 16. ‘My dear Lady Clem, I never have a moment to myself,’ said Lord Arthur. ‘I suppose you mean that you go about all day long with Miss Sybil Marton, buying things and talking nonsense?’ ‘I assure you I have not seen Sybil for twenty four hours, Lady Clem,’ said Lord Arthur. 17. ‘I don’t think I like boys,’ answered the Swallow. 18. Mother said, ‘Jane writes charming letters. You must really read her last, Arthur. It is as good as the novels she sends us.’ 19. Hans said to himself, ‘It has certainly been a hard day but I am glad I did not refuse the Miller, for he is my best friend and he is going to give me his wheelbarrow.’ 20. ‘Please, don’t go, Miss Virginia,’ he cried, ‘I am so lonely and so unhappy, and I really don’t know what to do, I want to go to sleep and I cannot.’
II. Reading Comprehension
Text 1
TANGIBILISING THE INTANGIBLE
Hospitality services are intangible which means not only the fact that they cannot be seen, tasted, heard, or smelled but also that it is impossible to experience these services before they are purchased. It causes uncertainty in the customers about the quality of services they are going to purchase. Before boarding an airplane, passengers have nothing but a ticket and the promise of safe delivery to their destination. To reduce this uncertainty, the customers look for physical evidence that may provide information and confidence about the service. A hotel’s promotional material might include photographs of the hotel’s public area, guest rooms, floor plans of a meeting hall (for meeting planners who might like to organize a meeting in the hotel), room capacities and furniture, the photographs of employees in the hotel’s uniform, of the exterior of the hotel, etc.
Everything about a hospitality company communicates something that helps to tangibilize its services. Red and white awnings, the outside patio and white striped building wall displaying the signs of the restaurant chain TGI Friday’s in large letters tell the potential guests that this restaurant offers informality and fun. A couple looking for an elegant, intimate atmosphere would be disappointed at Friday’s.
Similarly, the exterior of the hotel Hampton Inn’s suggests that it will provide clean, comfortable and safe lodging at moderate price. When guests arrive, they find no door clerks, concierge desk, or other features appropriate for an upscale hotel. Instead, they find an attentive desk clerk in an appropriate uniform and a small lobby with comfortable but moderate furnishing. In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.
Hospitality companies are very sensitive to protecting the visual image and overall appearance known as trade dress. The McDonald’s has brought suit against competitors who dared to copy any form of golden arches. Experts say that to compete effectively in today’s market, it is necessary to design an effective trade dress while taking care not to imitate too closely that of any competitor.
1. Give Russian equivalents and use them in the sentences of your own:
a promotional material, a floor plan, specific, room capacity, lodging, a lobby, a door clerk, a concierge, a desk clerk, greening.
2. Write out from the text the whole sentences which contain the words and phrases given below and translate them into Russian:
to purchase a service, before boarding an airplane, physical evidence, to provide confidence, exterior of the hotel, the outside patio, safe lodging at moderate price, features appropriate for, moderate furnishing, natural landscaping, interior, trade dress, to bring a suit against, to imitate closely.
3. Answer the following questions:
1. What can serve as a means to tangibilize the experience you are promised to have?
2. What sort of information is usually given in typical promotional materials?
3. What idea does the exterior of the restaurants belonging to the chain TGI Friday’s communicate?
4. What does the exterior of the hotels belonging to the chain Hampton Inn’s suggest?
5. What term is used in hospitality industry to refer to the use of vegetation as a means to decorate the building?
6. What term is used to refer to the visual image and overall appearance of a hospitality company?
7. What serves as a trade dress of McDonald’s and what part of it is so valuable for the company that they bring suit against competitors who imitate it?
8. According to experts, why is it necessary to design an effective trade dress?
Text 2
CONTACT PERSONNEL
Efforts to control consistency in the hospitality industry are sometimes unsuccessful because concentration is not placed on the right areas. In the book called You Can’t Lose If the Customer Wins Ron Nykiel, a former vice-president for Stouffer Hotels discusses the areas in the hotel on which employee – customer contacts take place. He calls these areas “points-of-encounter”. Here is the extract from this book which begins with an imaginary journey in which the readers are invited to stay at the imaginary hotel called King’s Crown.
“Our flight has just landed and you decide to call the hotel so that to inform the hotel that we are here and arrange for a pickup in their van. You find a phone booth and dial the number.
Encounter Point 1: The Voice on the Phone. The phone is ringing and ringing and ringing. After what seems like eternity a voice answers, “Hello!” You wonder if this is really King’s Crown Hotel and not the hell. Before we can say more, the voice says, “Please hold on,” and is gone. When it returns, you state the purpose of your call. “But you are booked for tomorrow, are you sure you’re here?”
After a considerable discussion, you are told that you can have a room, but all the nonsmoking ones are gone. Fortunately, there is one available since the previous guest just died of emphysema, leaving available space. Wait for a van near Terminal 2.
Encounter Point 2: Our Delightful Driver. After twenty-nine minutes of your waiting under cold drizzle, the van arrives. A nonuniformed individual of questionable gender tells us that someone forgot to tell (him/her?) that passengers were waiting until just now, so (he/she?) cannot be blamed for being late. Mr. or Ms driver got a bad disk out of joint yesterday, so we have to place our bags in the van. Arriving at the hotel we unload the bags, but find our driver waiting with palm up.
Encounter Point 3: The Invisible Bell Person. Thirty centimeters before dragging ourselves to the front desk, a uniformed porter emerges from thin air and attempts to “de-bag” us. Having dragged tonnage this far, we reject the offer only to be given that look of “miserable low-class skinflints”.
Encounter Point 4: The Front Desk. The Bell Cap is not the only person to suddenly emerge as now a Convention of Royal Muscrats in front of us to the only desk clerk on duty. Forty-seven minutes later it is our turn.
You guessed it; reservation didn’t relay the message that we were coming and the body still has not been removed from that single remaining smoke-filled vacant available room. Suddenly, the desk clerk asks if we don’t love the appearance of the lobby, which was just renovated with pure gold at a cost of $365 million. Ten minutes later we are being escorted to the police station for attempted murder of a desk clerk.”
1. Give Russian equivalents and use them in the sentences of your own:
a point-of-encounter, a phone booth, to arrange for a pickup, to book smb, to unload the bags, a bell person, a front-desk clerk, to relay the message, to renovate the lobby, vacant available room.
2. Explain in English what is meant by the following phrases illustrating them with the examples of your own:
“Please hold on!”, nonsmoking rooms are gone, a guest died leaving available space, a nonuniformed individual of questionable gender, our driver is waiting with palm up, a porter attempts to “de-bag” us, a look of “miserable low-class skinflints”, for attempted murder of a desk clerk, we are being escorted to, the only desk clerk was on duty.
3. Answer the following questions:
1. Who is the author of the book from which this extract is taken?
2. What can you say about the style his book is written in?
3. What does Ron Nykiel mean by a point-of-encounter?
4. What was the purpose of calling to the hotel?
5. Why did they have to wait so long before being answered on the phone?
6. What was their first surprise?
7. What solution was proposed by the reservation office?
8. Why did they have to wait so long before being picked up by the hotel van?
9. What was wrong with their driver?
10. What problem did they confront at their arrival at the hotel?
11. Why did they reject an offer of help from the porter?
12. How long did they stand in line before the reception desk? Why so long?
13. What did they learn from the desk?
14. Why did they feel like murdering the desk clerk at the end?

When guests arrive, they find no door clerks, concierge desk, or other features appropriate for an upscale hotel. Instead, they find an attentive desk clerk in an appropriate uniform and a small lobby with comfortable but moderate furnishing. In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.Hospitality companies are very sensitive to protecting the visual image and overall appearance known as trade dress. The McDonald’s has brought suit against competitors who dared to copy any form of golden arches. Experts say that to compete effectively in today’s market, it is necessary to design an effective trade dress while taking care not to imitate too closely that of any competitor. Give Russian equivalents and use them in the sentences of your own:a promotional material – рекламные материалы. They're just using that for promotional material.a floor plan – план этажаThey got the floor plan of all his offices.specific – особыйThe money is used for specific purposes.room capacity – обстановка комнатWith its own rooms capacity it complements the sports and relaxation complexlodging – проживаниеYou'd get food, lodging, proper clothing.a lobby – вестибюльI was waiting for him in the lobby for 2 hours.a door clerk – швейцарThe door clerk looked at me with contempt.a concierge – консьержHotel concierge told me where your room wasa desk clerk – администраторI know what the desk clerk told you.greening – озеленениеThe greening of government at all levels is imperative.Write out from the text the whole sentences which contain the words and phrases given below and translate them into Russian:to purchase a service – It causes uncertainty in the customers about the quality of services they are going to purchase.Это вызывает неопределенность у клиентов по поводу качества услуг, которые они собираются получить.before boarding an airplane – Before boarding an airplane, passengers have nothing but a ticket and the promise of safe delivery to their destination.Перед посадкой в самолет, у пассажиров нет ничего, кроме билета и обещания безопасно их доставить до места назначения.physical evidence – To reduce this uncertainty, the customers look for physical evidence that may provide information and confidence about the service.Чтобы уменьшить эту неопределенность, клиенты ищут наглядные доказательства, которые могут предоставить информацию об услуге.to provide confidence – To reduce this uncertainty, the customers look for physical evidence that may provide information and confidence about the service.Чтобы уменьшить эту неопределенность, клиенты ищут наглядные доказательства, которые могут предоставить информацию об услуге exterior of the hotel – A hotel’s promotional material might include photographs of the hotel’s public area, guest rooms, floor plans of a meeting hall (for meeting planners who might like to organize a meeting in the hotel), room capacities and furniture, the photographs of employees in the hotel’s uniform, of the exterior of the hotel, etc.К рекламным материалам отеля относятся фотографии отеля, номеров, планы этажей и конференц-залов (для деловых встреч, которые можно организовать в гостинице), обстановка комнат, фотографии сотрудников отеля в униформе, внешний вид отеля и т.д.the outside patio – Red and white awnings, the outside patio and white striped building wall displaying the signs of the restaurant chain TGI Friday’s in large letters tell the potential guests that this restaurant offers informality and fun.Красные и белые тенты, веранды и стены отеля, окрашенные в белые полосы, вывески сети ресторанов TGI Friday’s с большими буквами намекают потенциальным гостям, что этот ресторан обещает быть многообещающим.safe lodging at moderate price – Similarly, the exterior of the hotel Hampton Inn’s suggests that it will provide clean, comfortable and safe lodging at moderate price. Точно так же, внешний вид отеля Hampton Inn говорит о том, что он предлагает чистое, удобное и безопасное жильё по умеренной цене.features appropriate for – When guests arrive, they find no door clerks, concierge desk, or other features appropriate for an upscale hotel.Когда пребывают посетители, их не ждут швейцары, консьерж и другие сотрудники высококлассного отеля.moderate furnishing – Instead, they find an attentive desk clerk in an appropriate uniform and a small lobby with comfortable but moderate furnishing.Вместо этого они находят внимательного портье в соответствующей форме и небольшой вестибюль с удобными, но скромной мебелью.natural landscaping – In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.За последние годы так называемое «озеленение» стало популярным среди организаций индустрии гостеприимства: это использование внешнего естественного озеленения, как часть интерьера.interior – In recent years, the so-called “greening” has become popular with the organizations of hospitality industry: the use of outside natural landscaping and the “fern bars” as a part of the interior.За последние годы так называемое «озеленение» стало популярным среди организаций индустрии гостеприимства: это использование внешнего естественного озеленения, как часть интерьера.trade dress – Hospitality companies are very sensitive to protecting the visual image and overall appearance known as trade dress.Организаций индустрии гостеприимства тщательно следят за образом и общим внешним видом отелей, который известен, как фирменный стиль.to bring a suit against – The McDonald’s has brought suit against competitors who dared to copy any form of golden arches.Компания Макдональдс подала иск против конкурентов, которые осмелились копировать любую форму золотых арокto imitate closely – Experts say that to compete effectively in today’s market, it is necessary to design an effective trade dress while taking care not to imitate too closely that of any competitor.Эксперты считают, что для того, чтобы эффективно конкурировать на современном рынке, необходимо разработать оригинальный фирменный стиль, и при этом не копировать своих конкурентов.Answer the following questions:1. What can serve as a means to tangibilize the experience you are promised to have?Everything about a hospitality company communicates something that helps to tangibilize its services. Red and white awnings, the outside patio and white striped building wall displaying the signs of the restaurant chain TGI Friday’s in large letters tell the potential guests that this restaurant offers informality and fun.2. What sort of information is usually given in typical promotional materials? A hotel’s promotional material might include photographs of the hotel’s public area, guest rooms, floor plans of a meeting hall (for meeting planners who might like to organize a meeting in the hotel), room capacities and furniture, the photographs of employees in the hotel’s uniform, of the exterior of the hotel, etc.3. What idea does the exterior of the restaurants belonging to the chain TGI Friday’s communicate? The exterior of the restaurants belonging to the chain TGI Friday’s tell the potential guests that this restaurant offers informality and fun.4. What does the exterior of the hotels belonging to the chain Hampton Inn’s suggest? The exterior of the hotel Hampton Inn’s suggests that it will provide clean, comfortable and safe lodging at moderate price5. What term is used in hospitality industry to refer to the use of vegetation as a means to decorate the building?It’s called greening.6. What term is used to refer to the visual image and overall appearance of a hospitality company?It is called trade dress. 7. What serves as a trade dress of McDonald’s and what part of it is so valuable for the company that they bring suit against competitors who imitate it?The McDonald’s has brought suit against competitors who dared to copy any form of golden arches.8. According to experts, why is it necessary to design an effective trade dress? It necessary to design an effective trade dress because it helps to compete effectively in today’s market.Text 2Contact personnelEfforts to control consistency in the hospitality industry are sometimes unsuccessful because concentration is not placed on the right areas.