Trish Stott & Alison Pohl OXFORD Highly Recommended @ Workbook _ intermediate English for the hotel and catering industryh™ Dealing with incoming calls 1 Complete the crossword using the clues. Across 2 A phone line already im Use i owon (4) 8 Calls are answered and connected here in a big hotel. (11) 11 Ifnobody answers, you can leave one of these with reception. (7) 14 You can do this if the line is engaged. (4, 4) 15 One moment. I'l. the manager’ office for you. (3) 16 ‘The department that deals with bookings. (12) Down 1 All incoming calls have to be person. (3, 7) 3 The receptionist asks the guest for this to book a parking space. (3, 12) 4 The reception team works in here. (5, 6) 5. Pick up the phone when it rings. (6) 6 Noise the phone makes for attention. (4) 7 You can leave a phone message on this service, (9) 9 Opposite of early. (4) 10. Organize a service for the guest. (7) 12 Families often request one of these in their room. (5, 3) 13 Late arrivals ask reception t0 «1-0 their rooms. (4) 0 the right 2 Use each word or phrase once to complete the text. 3 Put the words in the correct order to make offers of help. 1 to reservations / through / put / you / Ill Til put you through to reservations running late ‘switchboard connects putcalls through makes anote hold the line hold theirrooms arrange 2. like / you / reserve / would / a parking space / to? Tp rock Gx ths hotel site 3 you / for dinner / can /a table / book / I? ‘Como Hotel in Milan, Most of the time, she can to the different hotel departments |) x message / take / could? or the guests’ rooms. She just asks the callers to - cnn? While she =, . the calls. Sometimes, guests call to ask for a child’s of / request | a note /I’ll/ make / your speak / would / to the duty manager / to {like / you? bed in their room. Jessica asks housekeeping 6 ee 5 this, Guests who are - ae a ~~~ often call to inform reception. 7 his voicemail / connect /T'll/ to / you Jessica asks reception to. wud. there’ a call for the manager and he’ not in his office, she 8 hold the line / connect / please / his room / you / to / $ of any message and leaves it on ati 4 Dealing with incoming calls4 Match sentences 1-8 with responses a-h. 1 Can I speak to Mrs da Costa in room 442, please? a Can I leave a message? 2 C1 Would you like to leave a message for your brother? No It'sall right. I'll call back later. 3 [J [like to speak to the duty manager. ¢ One moment. I'll put you through to her room. 4 (J) Could you inform reception that we'll probably Just a moment. Fl connect you with their voicemail, arrive late, € Ofcourse. I'll make sure we hold your room. 5 [J Weidtike to have an extra bed in our room for f Please hold a moment. I'll connect you to the restaurant. 7 TLfradtan tse alooy h Tllinform housekeeping, They'll arrange that for you. 8 [] Talike to book a table for dinner on Saturday evening. 5 What number should you call? 1 Guests would like you to book them a table for WTI AT INTERNAL CALLS. Reservations manager Restaurant Kitchen Housekeeping. Reception. Room service Rooms Beauty salon Security Conference manager. Central bar, EXTERNAL CALLS aa Dial 9 and wait for the dialling tone Then dial the number you want. 620 220 420 540 ‘600 580 dial room number 350 700 800 240 dinner. a You want to check that rooms on the second floor have been cleaned. Yould like to call the airport to find out when the flight from New York arrives. You want to give the guests in room 111 a message. You want to talk to the chef about a food request from a guest. Some guests would like a sandwich in their room. Guests would like to stay for five nights not four. You want to order drinks for guests waiting at reception. ‘There is one mistake in each sentence. Write the sentences correctly in your notebook. 1 Could have I a contact number? Could I have a cont umber? Would like you to leave a message? Can give me your car registration, please? like to reserve a table for lunch, please. T'lla parking space book for you. You would tell her I'm running late for our meeting? Can I you help with anything else? Match the phone words with the definitions hangup outside ine tone beep operator local call long distance call directory Book of telephone numbers. directory A.call to someone in the same area ‘The noise before you leave a voicemail message. You need one to make a call outside the hotel from a hotel room phone. Acall to another part of the country. Put the phone down, The noise you need to hear before you enter a number. Person who helps you to make a call. Unit 1 Dealing with incoming calls | 5ym Customer information 1 Match a word in each box to make a new noun. business car stop salon curency gift access space hair Internet bus: attraction shuttle taxi centre exchange tourist airport transfer shop bus: parking rental rank _anbusiness centre 2 Which service or faci in exercise 1 are these customers enquiring about? How can [ get from the airport to the hotel? shuttle bus Td like to hire a minibus for the week... Where can I put my car? Can I send emails from my rom? ww. Ta like to use a printer and a fax machine. What is thereto doin the city? Will the tour company arrange transport tothe resort? Where can I buy a present for my wife? . 3 Lookat the picture. Then use each preposition once to describe where the people and things are. RECEPTION behind nextto above under between in front of ‘opposite atthe bottom of the stairs osite the reception desk the clock the receptionist the gift shop the child the table the family’s luggage the porter aud 6 | Unit2 Customer information Put the words in the correct order to make useful information for guests. the arrivals / outside / rank / the taxi / is / area The taxi rank is outside the arrivals area., the airport / to/ the hotel / direct / a shuttle bus / from / there’s airport / the / transfer / offers / free / a / hotel rooms / have / access / all the / Internet arrange / for you / car rental / the / reception / in / desk / will / that centre / theres / pool /a fitness / and / on site / a swimming all the / showers / have / separate tubs / bathrooms / and the Indian restaurant / recommend / at the end / Ican / the street / of5. Look at the pictures and write information for the customer, The customer wants to know 1 how to get from the airport 3. what facilities the rooms have 2. where the hotel is located 4 what services the hotel offers. perme? RECEPTION es itt us Urre 6 QUAND Use thecluestofindtheservices WAKEUPSERVICENH and facilities in the puzzle, Look Vand. ONT PUMM ESE MRT 1 Liwrny xeoteyl BKDFSMLIRARPBMY 2 want to wake up at 5 a.m. : ete 3 Weld like breakfast in our room. ee 4 Somewhere for the baby to sleep. WHGHD HONS 8-0-8 CON ING 5. My jacket’ got a bad stain on it TTQSTPCOTDLL(C J 6 Where can I send my dirty shirts? JFYOQAOQXREAIA|DA 7 Talike someone to look after the children this evening. Aenea regia soe ae tea 8 Can I have one to press my dress? ENA Oo a's, NaN |B Ea a 9) Twvant to dry my hair. eee 10. How Americans get to the top floor, JUGGAG P WHR 1 DIAG 2 11 A large hot bath with moving water BERPDEUFHLNRRINZ BABYSITTING YWGI WROOMSERVICEABA BISAXLESACNEVSG ELEVATORORVKRQY Unit 2 Customer information | 7Taking reservations 1 Look at the pictures and use each word or phrase once to complete the sentences. double twin credit card number cancel single 1 umber... is 2222 333 4444 5555 3. Hello, 1 like to a booking | made. | booked is June 2015. The di room, but now Id like two. is 330. rooms instead. (INC. BREAKFAST) 2 The 00M eevee f0F @ -nsesenses OOM is $130. That includes breakfast. 2. Putthe sentences in the telephone dialogue in the correct order. Oman: (J reception: And what type of rooms would you like? OO saw: My name is Boynton, (1) reception: Thank you, Mr Boynton. If you wish to cancel the reservation, you must do so before the 2nd of May. Is there anything else I can help you with? RECEPTION: And the expiry date? OD maw: Er... we'll arrive on the 3rd of May and leave on the 7th. O maw: Hello. Ti like to book accommodation for a group of ten, please. (1 reception: Good. We look forward to seeing you on the 3rd of May. 1 receprion: Let me just check our reservations. Yes, that's fine. Two double, two twin and two single rooms O i qo Oo O fa o No thanks. That's everything. ~ ane from ‘Thursday the 3rd of May to Monday the 7th of May. Can T have your name and a contact number, please? RECEPTION: Certainly, What dates would you like? MAN: ‘Yes. The number is 666673290055. RECEPTION: Can you spell that, please? MAN: Two double rooms, two twin rooms and two singles, please. MAN: B-O-Y-N-T-O-N and my number is 0897 2439 6617. MAN: ‘Thank you. Good bye. RECEPTION: Good afternoon, Sands Hotel. How can I help you? MAN: Er... oh, eight, thirteen. RECEPTION: ... 6617. And can you give me your credit card details to secure the booking, please? 8 | Unit3 Taking reservations3 Look at the sign for the Northern Restaurant and complete the information below using in, from, until, during, on, by, for or to CTT TTS Open Tues~Sun, 6.30 psm.—11 p.m. Italian night Thurs. Last bookings Wed 10 p.m. Closed 10-27 Feb, ‘The Northern Restaurant i$ OpeM sessed! the evenings. Its open 26.30 11 p.m, Unfortunately, it isnt open enn. and it closed .. 5 Mondays. There's a special Italian night but you must book... Wednesday evening. ‘Next month, the hotel will be closed .. ' 17 days 2 the 10th 1 the 27th of February. 5 Before you look at the advertisement, read these questions. 1 How many rooms does the hotel have? How much is the cheapest room? How much does the special weekend cost? Do you pay extra for wine with the special Saturday evening dinner? ‘What's the telephone number? Has the hotel got a website? What special day could you celebrate here? Now scan the advertisement for the answers. Do it in 20 seconds if you can, GLENTARFF HOTEL Beautiful 19th-century hotel with elegant period surroundings and charming restaurant © 62 comfortable en-suite bedrooms from £130 per room Special weekend offer: 4-course dinner, Bed and Breakfast for £90 per person (please call to make a reservation) Saturday evening candle-it dinner: 4 courses including wine for £40 per person WEDDINGS This heautifully-located hotel, in the heart of the Scottish countryside, provides the perfect setting for that very special day, Call us to discuss your plans. ‘The Gentarf’ Hote, Foret Drive, Glentarif, Sotland SCI SAA “Telephone 0044 (0)1555 222 390 vworveglentarfhotel.com G Decide if you need in, on or at. If no preposition is necessary, put X. 1 Gurst: What time does the bank open? RECEPTION: Itnormally opens......9.30. Its almost 9.30 now, so it'll be open... five minutes. 2 Gurer: Can we get to the Park Theatre 15 minutes? We've got tickets for the show....... this evening. RECEPTION: Yes. There isn't much traffic... the evening... the weekend. 3. Guest: Were arriving... the 16th of September. That's next... Friday, but it will be late...... night. The flight lands half past eleven. RECEPTION: That’ fine, Reception is open 24 hours. 6 Complete the table, Verb Noun receive reception reserve confirmation Soom accommodate locate ‘cancellation Use one of the words from the table to complete each sentence. 1 Ti like to book. please. Could you give me some. conference facilities, please? .~for a group of seven, v ..about the 3. T'matraid we can’t come to Rome next week, so I'll have to the room I booked. 4. The hotel has a wonderful , close to the beach. If you like to eat with us this evening, I recommend YOU sae atable, ‘When you arrive, please check in at... first Til send you an email to your booking, Unit 3 Taking reservations | 9(@ Dealing with booking enquiries 1 Match 1-8 with ah to make phrases. 2 Use one of the phrases from exercise 1 to complete each sentence. 1 GZ) restaurant a hotel 1 A double room for the 16th and 17th? One moment, please 20 » ofthe harbo while I check availabilty 2 = partner of the harbour 2. Wei like a room with a balcony and a 3 0 fully the garden _— eee 4 (] business availability 3. Pm afraid we haven't got any tables left. We're 5 O view e enquiries mmm that weekend, We rt could tr 6 CO check F bookings 4 We havent got any rooms available, but you could try our 7 LD overlooking & booked 5 The hotel restaurant has an excellent position, 8 L) booking h conference 6 A table for six this evening, sir? I'l just check the 3 Match 1-6 with a-f to make expressions for turning down reservations, double rooms left for those dates 1 [e] Sorry, but unfortunately, the hotel a 2 C1 Pmafraid we don't have any b- busy that day with a wedding reception. 3 [1 Pmsorry, we're fully ¢ with a view of the garden are reserved. 4 [1 Pmatraid all the tables d_ booked that evening. 5 [1] Thereisntt room in the restaurant eis closed that week. 6 [1 rmsorry, but we're very £ for another ten people. & Rewrite the sentences using short forms where possible. 5 Write yes/no questions for the answers. 1 Tam afraid you cannot smoke anywhere in the hotel. 1: -Pe.vou have a double room avai building, bi Yes, we have a double room available. Im, afraid YOM nee ounanunsnunan 2 AE nes 2 Lam not working tomorrow, but my colleague will help : Yes, they come from Croatia. you. BAD vn snnasnnmeneneen Single room? sn sen a No, I'm looking for a double room. 3. Where would you like to sit? This table bas got an 4a ss soem excellent view. Yes, we always enjoy eating at the Pyramid restaurant, Sax: svnnsemen fOF One Week in January? 4 A: Have you got a car? B: Yes, I have. It is parked at the No, the hotel closing for four weeks. side door. 6a breakfast? 1B: Yes, the room rate includes breakfast and dinner, a» soon ww the bedrooms? B: Yes, were redecorating the bedrooms on the top floor. s: 5 We cannot find your coat, Itis not in the cloakroom. at the window? 6 Lam sorry, but Ido not know when the ferry is leaving. Tm sorry, we don't have any tables at the window. 10 | Unit 4 Dealing with booking enquiries6 Underline the correct form. 1. Thank you for explaining, I understand / am understanding now. 2 One moment ... I just check | "m just checking the restaurant bookings for today. 3. We decorate / are decorating some of the hotel rooms. every yea: I work / m working in the restaurant tomorrow instead of on the bar. Carl speaks / is speaking four languages. The Suetake family eat / are eating with us this evening. His chocolate soutilé tastes | is tasting very good. Use of the sauna doesn't cost / isnt costing extra. 7 Lookat the pictures and complete the words to make adjectives, 1 Yes, we have rooms a. on Tuesday, AM benu Prawns wes Carrot soup Ravioli Goat's cheese salad Beef pie Lamb Fillet steak Grilled fish 2 Were offering ad. vo ment in the bistro tonight. 3. The restaurant is very b.. this evening. Menu Minestront | * \ Minestront Risotto | = * Risotto Chocolate | chocolate gateaux gateaux 4 Wsthes, _ menu in both restaurants. 5 We could squeeze you in the f... week, oie 6 Yes, thanks, I'm very €. Write another three adjectives which have the following endings. -able -ent ¥ -ing Unit 4 Dealing with booking enquiries | 11Correspondence 1 Use the clues to complete the puzzle. What is the missing word? 1 Thisis the person you write to, (9) 2. A booklet with information about the hotel. (8) ; : 3. Toask for information is 10.0.0... (7) 4 4. A polite way to end an email is Best nuns (7) 5 5. ‘This is the short form of a word (etc.). (12) é 6 Ifyou put leaflets or documents in an envelope together with the letter, you them. (7) 7 4 7 Use nnn paragraphs for new topics in a letter. (6) 8 8 Ifyou are polite and not informal, you use the correct uu (4) —° 9 A word made from the first letters of other words (FY). (7) * 4 10 Begin your letter Dear Sir or 6) " 11 Enda formal letter to Mr Graff with Yours wm (9) 2 12. This is a change that you make in a document or letter. (9) 8 13. Senda document with your email. (6) 4 14 When you speak or write to guests, always be © 2 Look at the two letters. Then read sentences 1-7 and underline true or false. Explain your choice. Hotel Formosa, Causeway Bay, Hong Kong 16A Latzensten $-11642 Malmo ‘Tel: 00886 28773499 Sweden srumibeneormemmnm 4th September 20-— Hotel Formosa Causeway Bay, Hong Kong Dear Sir/Madam Dear Mr Johansson ‘Thank you for your enquiry For your information, we enclose, ‘a brochure of our hotel which cludes the current room rates and details of our conference facies. Lam planning a trip for 20 musicians to Hong Kong, in February and would like information about accommodation and conference facilities at your hotel. Could you send me information about your room rates ‘The hotel is located only ten minutes from the centre of the city and 45 minutes from the aitport. \We Jook forward to being of assistance to you in the future. and details of the hotel’ location? ‘outs sincerely ‘Yours faithfully Hoiting:Lai Reservations ‘Thomas Johansson 1 Mr Johansson doesn't know the person in reservations at 4 Hotel Formosa is near the city centre, the Hotel Formosa true/false ocnnn oe trueltalse He begins his letter with Dear Sir!Madam,.....- 5 Hotel Formosa doesrit have any conference rooms. Mrj i true/false oe 2 Mz Jobansson is travelling to Hong Kong with his family. 6 Hoi-ting Lai works at the Formosa Hotel wants to ki ‘ true/false \nssor »w where the ~ ° Medobanss m wants to know where the hotel 7 Hoi-ting Lai is a friend of Mr Johansson. " true/false... 12 | Unit 5 Correspondence3 Each of the tips for writing good business emails is incorrect. Rewrite the tips correctly. 1 Use the subject ine to tell the recipient who the email is from. _Use the subject ine to tell the recipien ut, 2. Use Hiand Hello as greetings and end with only your name. 3. Use long sentences. 4 Its not necessary to write in paragraphs. 5 You must write numbers as words (two, six). 8 It not necessary to check your emails for spelling, punctuation and tone. Patthe parts of the email in the correct order. a [1 Wealso confirm your table reservation for 4 on Saturday 21 June at 8.30 p.m. bo Benito Peres Reservations Dear Mr Schmidt ‘We have reserved two parking spaces for you in our basement car park as requested We are pleased to confirm your reservation for 2 double rooms from 18 June to 22 June. Thank you for your email. Oo 4 Oo o (2) To: MrJ Schmidt o oO Oo ns With best wishes We look forward to seeing you on 18 June. Subject: Confirmation of booking ns (FYI, 4you) you know. 5 Underline the parts of the email that are too informal. ‘Then rewrite the email in your notebook to correct the tone, From: Hotel Golden Beach To: Elisa Mendez Subject: booking chge Dear Elisa It was good to get your email. Thanks. Sorry, we can't give you a room for 8 nts. now you've changed. your dates to 2-10 Aug, Why not try our partner hotel? Look through the brochure that’s with this email. Greetings van Reservations, Hotel Golden Beach . 6 Match the abbreviations 1-10 with their meanings. 1 (a) asap OC enes O ina 2 3 c 4D) no d per proxy (signed instead of somebody) 5 6 a regarding b street copy to Cpl — ¢ number Opp Ff documents enclosed 7Clr g as soon as possible 8 Crd h public limited company 9 Os i imcluded 10 [] ce j road 5 Correspondence | 13,7 Welcoming guests Make words from the letters in italics to complete the sentences, Can I have your mena? Could I have your accommodation revcoul, please? Would you write your mohe drasdse just here? larivar teda? ‘That's today, 9th March. You're staying for three nights, so your upetrdare etad is 12th March. ‘We take the rastopps brenm for all visitors from abroad. Could you just gist here, please? jour eky racd. Your room number is 405. 3 4 Complete the receptionists welcome sentences with the correct words. You can.......£ollett..... your passports from reception later. a take b leave © collect arrange ‘Thank you for your we a transfer patience © arrival d service The porter will take your to your room. a breakfast b passport key card, d luggage Tim sure you'e all wn after your long flight. a tired b fresh ¢ happy d busy Please take a seat and we'll. ...you with a welcome drink. a give b serve © offer d help se .. to Barcelona and the Hotel Reina. a Hello b Welcome ¢ Good afternoon d Hi ‘And when you come to the reception desk, could you check the details. ALE vusennnnnnee OO the registration printout? a corect —b good © wrong, clear Well to deal with your reservations as quickly as possible. a manage b look forward ¢ enjoy 4 doour best Can you have your passports and accommodation vouchers _ when Tall you? a quickly —b checked © ready ‘Now put the sentences in the most logical order. -0-0-0-0-0-0-0-O Unit 6 Welcoming guests correct & Lookat the words in italics in the sentences and change them tothe correct form where necessary. 1D Cam you give Bsa. o conn YOUT Yoon. accommodation vouchers, please? And yours HOHE, oe PASSPOFTS? 2 You can collect you passport from my in the morning 3. Put you grandmothers name here and her usesnsnnonu home address below. 4 She gave he... the key card and he ptt it smn in him nnn POCKEL 5. Can you tell we when us rooms will be ready? 6 The receptionist checked they in and gave they . AHEM samonernnnnnnen KEY card, 7 Hereis you printout. Please Check its onensonsnnnnen details are correct. 8 Igave she the printout and she signed her name at the bottom of the page.5 Read the text and answer the questions in your notebook. “The front-of-house operationis probably the mostimportant part of a restaurant or hotel, but many young people going into catering nowadays. want to become celebrity chefs rather than have a career front-of-house. There has never been.a more important time for the hospitality industry to ‘employ top-class waiters, sommeliers' and reception staff Staff in front-of-house are the first people you see when you walk in the door and the last when you leave. That's what A top waiter also has to know about all the items on the customer remembers. Customers expect good food. the menu including wine. Serving food is no longer just ‘They also want good service about laying tables and carrying plates. Pay, conditions and For all front-of-house staff, its important to have an career opportunities are actually better than in the kitchen. immaculate? appearance, a pleasing personality and-good You may be the best chef in the world, but if you don't social skills ~ to know who likes conversation and who understand what goes on, on the other side of those double ‘wants to be left alone - and to give attention to detailand doors, you will probably never be a successful business possibly predict what the customer wants. person in the industry. \sommelirs expect wine waiters immaculate very neat and tidy with a spotless uniform Name three front-of-house hotel or restaurant staff members. Why is front-of-house so important? What do customers want from a restaurant? Name three qualities a good front-of-house person should have. How has being a waiter/waitress changed in recent years? In what ways is a front-of-house career better than cooking? Why do you think it’s difficult for a chef to become a business person? Maueene 6 QUEM Find the opposites of these words in OOT;TPWGQBPDAEL the puzzle. Look, and”. VNUVSELLXJCHYX correct MBJWXITMZNTQY apie POWORSTEEUPZY gre RRFTCAELONYLM patience OLCAWYTKQIWAQ large CLDGOACTQOOSB collect DETQPENGLAPMY ret LANMHMSSNEAAB uy TVICEMULDYBLM QEHRPFKEZNFLM ZPBONCORRECTC FKIBPOBTAKETI Unit 6 Welcoming guests | 67 1 Complete the crossword using the clues below. Across 2 Sometimes. (12) 7 Reserve in advance. (3-4) 8 Next door to and connecting, (9) 10 Meal in the middle of the day. (5) 12 Another choice. (L1) 13. ‘The improvement of a hotel with newly decorated and furnished rooms and bathrooms. (13) 14 The day after today. (8) 15 When you don't remember, you. 16 Prepare a room for guests. (7) (6) Down 1 Provides access for wheelchairs. (4) 3A sensitivity to dust, feathers, different foods, ete. (7) 4 Not usual or ordinary. (7) 5. Given free to say sorry for a mistake. (13) 6 Useful baby furniture in the dining room. (4,5) 9 No cigarettes, cigars or pipes allowed. (5-4) 1 The hotel has more guest reservations than rooms. (10) 5 1 15. Available. (4) Dealing with check-in problems 2 Put the words in the correct order to make responses to check-in problems. 1 your room / ready / isnt / you / Pm afraid f yet / for Lm afraid your room isn't ready for. you yet. 2. assoonas/ your room / is / housekeeping / me / to / inform / Til ask / ready 3. take / your luggage / will / of / the porter / cate 4 'm/overbooked / really / tonight / we're / but / sorry 5 reserved / for /at / next door / the hotel / you / aroom/T've 6 don't seem / reservation / we / your / to have space / parking / I'm afraid / don't have / available / alwe 8 car park// public / the hotel / opposite / there's / a / just 16 | Unit7 Dealing with check-in problems 3 > Make questions and answers in the Past Simple using the prompts. 1 a: When/ When did B: I/it/you/ yesterday [gaye it to you yesterday... fe me / passport? 2u give me your passport? Where / the guests / leave / luggage? They /it/ at reception 3 a: What / Japanese guest / forget to do? bs She / pre book / parking space 4a: When / hotel / send / confirmation? ss: They / confirmation / last week 5 a: What / allergy / guest / have? pb: He /allergy / cigarette smoke4 Use has/hasn't got and havelhaven't got to write about the situations in the pictures. 1. ‘The hotel ast/t got any. rooms available 4. The restaurant. 2. ‘the bathrooms 5 The dining room 3. The rooms 6 They... Dear Golden Sands Hotel \’'m planning a week's holiday in the area with my family in June. Can you give me information about ‘+ Your child-friendly hotel - perfect for a family holiday the suitability of your hotel for my two young children, aged 7 and 2 years? ‘© Large family rooms available Isit possible to have a large family room? ‘+ Special children’s menus and facilities in the dining room ‘What are the catering facilities for children? «© Garden with special play area ‘Are the hotel entrance and rooms accessible with a © Games room ++ Babysitting available ‘Outdoor pool open from May to October 10.00-18.00 = Allareas of the hotel accessible by pushchair pushchair? 1s your outdoor swimming pool available in June? What are its opening hours? Regards evened Tania Bryson 6 Use each word once to complete the text options allergic organic diets smoke-free allergy allergy-tested food allergies ‘The hospitality industry has to respond to its customers’ demands. so many hotels are now completely sneer? I People Fe snsennnen® tO dust mites, they will ask for rooms without carpets and for 4 pillows. Many people suffer from . cn, $0 kitchens have to prepare special menus. Special. $ can usually be catered for if kitchens are informed in advance. Vegetarian sssnnennnnne! afe almost always offered on menus nowadays, and natural... .u8 choices ~ free from artificial chemicals ~ are often available too. 1 to cigarette smoke is very common, Unit 7 Dealing with check-in problems | 17Explaining how things work in the hotel room 1 Use each word once to label the pictures. light controt switch safe deposit box on/off button remote control arrow slot knob 18 | Unit 8 Explaining how things work in the hotel room 2 Use the verbs to complete the instructions. You may. need to use some verbs more than once. insert point enter switch on set press keyin turn 1. Close the door and wn. using the buttons on the door. the same four digits to open the box. the card into the slot with the arrow pointing down. 4. Take the card out and to open the door. 5 Dont. any 3-digit code, the door handle suthe knob before you sume the same code again. 6 Use the remote control to... conditioning, the air Tne the plus or minus button to swonnnennnmen the temperature, 8 “ the remote control at the TV and w» the on/off button, 3 > Underline the correct adjective or adverb. ‘The receptionist gave very clear / clearly! directions to the city, so we easy / easily’ found the way. The motorway was good / well? and we quick / quickly arrived in the outskirts of the city. However, the streets were very busy J busily® as it was a holiday. We decided to park the car and take one of the buses that run frequent / frequently into the old town. We had a very interesting / interestingly’ walk around the area and then had a late lunch in a quiet / quietly® Jocal restaurant. It had a lovely separate / separately? ‘outdoor terrace. The food was beautiful / Beautifully" cooked and good / well"! served. We real / really’? enjoyed our day out.Ay Put the sentences in the small talk conversation in the correct order. a [1 reception: Yes, he's a very good guide, What are your plans today? b [1 curst: Fine, thanks. ¢ LJ reception: Bye. Enjoy your day. dO curs: It was really interesting, The guide explained the history very well. e (1) receprion: Good morning. How are you today? £ 11 cvrst: Were not sure. g C1 reception: Oh, yes. Everybody says it’s very good. It's probably best to book a table. h [) ovnsr: ‘Thank you, we will. See you later. i {1 reception: How was your trip yesterday? jC) cursr: ‘That's a good idea. And we could try that famous seafood restaurant. k (J reception: Isa beautiful day, What about going to the coast? 5 Gm EAD Talking about the weather is an important part of small talk. Look at the pictures and find the weather words in the puzzle, Look 4Y,-> and. The first letter of each word has been given. ZXAPCTPNIUGTC SEXVUKLUDCRYY JKIXEBPSKEYKDB NGLNDVAMSFNE{S XS PCEREEZINGIL GNICZMGWWCIZE SOGTRRRTBNZBE EWDAILAGCERENXT MIWTSTISUNNYO|I WNUPVNBBGHX DIN GGBEDYKVYLVM|g DCLOUDYTMTDY]J TSBKRKFOGGYWO Unit 8 Explaining how things work in the hotelroom | 19a Serving drinks 1 Underline the odd one ovt. Explain why. 1 red white still rosé others are types Of WIE cam 2 sparking full-bodied light fruity 3 wey Guinness rum vodka 4. soft drink alcopop mixer mineral water chilled 5 sweet dry medium 6 half-bottle flute draught glass bat Re 2 Use each word once to complete the sentences. tab chilled corked aperitif room temperature popular security ice bucket New World wines. 1 Champagne is usually served in aM .ui8@. bucket A newly-opened bottle of wine that is not fit to drink is w Most people like to drink their white wine.. An is drunk before a meal. If there is trouble in the bar, the staff will call A restaurant is one everyone wants to go to. Wines from Australia, New Zealand, Chile, Argentina and California are generally called 8 When you want to pay for an evening of drinks and maybe a with the meal on one bill, you arrange @ staff -d wines are usually served at. w Match 1-8 with a-h to make dialogues. Who ordered the champagne? Where are the disabled toilets? Do you have [D? ‘Can we start a tab behind the bar? ‘What soft drinks have you got? Can we order drinks at the bar? “The table by the door is very noisy. OOOO00008 I carit serve you any more drinks. OK. OK. We'll drink up. Yes, I'll ask them to calm down, oe Ifyou take a seat, Pll send the waitress over. ao Just on the left near the door. ‘The table in the corner. Um... no. Well have a coke and a 7Up. Certainly, sir. What name is it? ay We've got Coca-Cola, Fanta or 7Up. 20 | Unit9 Serving drinks & Write questions for the answers using the prompts in brackets. Be Bree PEP ee eh RR ER BE Where did the group sit, v= 2 (where / sit) ‘The group sat ata table in the arden, o . 2 (what / order) “They ordered champagne. seen 8 (who / take) “The waitress usually takes the wine order. ses .? (say / five futes or six) Isaid six, please. ss .2 (where / pinot grigio) Its from Italy. 2 (what / be / house red) Isa Chilean cabernet. 2 (how much / white wine) She's ordered a half-bottle. w+? (who / ask) ‘The bar manager asked for their ID. 2 (what / complain about) The man comphined that the wine was corked. ww? (have / a dessert wine) No, 'm not Pm just having a coffee5 Look at the map and read the text. Then answer the questions in your notebook. RIOJA isa region of Spain with a FINEST especially those for | making red Rioja, were planted long before the Romans arrived in the area. Eighty per cent of Rioja production is red wine, | Four different kinds of grapes are used, and the Tempranillo grape that gives the wine most of its flavour, Rioja is labelled for quality according to the type of aging the wine has had. Typical aging ‘examples are: Vino de Crianza - at least three years old, with one year ina cask" Reserva ~ three years old, with at least one year in an oak? cask Gran Reserva - three years in an oak cask, plus three || years in the bottle. “cask lagge containe for storing young wine oak ype of wood from the oak tee Where is the Rioja region? Did the Romans bring the first vines to Spain? How much of Rioja production is red wine? How many types of grapes are used to make the red Rioja? Why is the Tempranillo grape so important? How is the wine labelled for quality? ‘What is the minimum age of a bottle of Vino de Crianza? How is the Reserva different from the Crianza? Is the Gran Reserva aged only in oak? een one 6 Read the text and complete the wine terms. The $0! USES hiS €Of nnn? 10 Open all the wines before they are served. He checks to see that the wine isn’t cor. 3 and then allows it to bré.wmn4, even fora short while, before it’s poured. Pla............5 corks are becoming more popular with wine producers, and many good wines are also sold in scr... t....® bottles. In the restaurant, red wines are taken from the cellar several hours before serving in ordet t0 ch@......ou7. I'S very important that the reds are served at room tem. 8. Vin. ? wines may have sed. 1 in the bottom of the bottles and have to be poured very carefully, anMt ~=Food service 1 Complete the crossword using the clues below. Across Italian rice dish. (7) Mix of stewed fruits. (7) ‘Meat from the front part of the chicken. (6) Luxury vegetable with tender tips. (9) Hot pepper. (6) An open pastry dish. (4) Popular ocean fish served whole or fileted. G4) 13. Tropical fruit with orange flesh. (5) ESec2aun Down 1 Usually ordered after the main course. (7) 4 Green nut. (9) 5. Spicy dance. (5) 7 Small, strong black coffee. (8) 12. Soft French cheese. (4) 14 A lot of people have an allergy to these. (4) 22 | Unit 10 Food service 2. Use each adjective once to complete the sentences. eee ee eee frothy stewed fresh strong creamy regular milky 1. The restaurant has a..../feslt... fish delivery every day. 2 The coffee’ t00 vme-ee+ Could Thave some milk, please? 3. ‘The compote consists of several. summer fruits, 4 BYOU Hike wren Milk in your coffee, choose a cappuccino. 5 A latte is different to espresso. If & nnn Coffee made with half milk and half water. 6 What size cola would you like? Larges numer OF small 7 ‘The Manchego isn't like the Dolcelatte, It a hard cheese made from ewe’ milk. 3 > Put the sentences in the dialogue in the correct order. warrer: Certainly sir, Pll get you some. Guest: Yes, please, I would. ... Right, Pll have the chocolate cheesecake. WarTeR: Would you like red wine or pepper sauce with the steak, sir? Guest: Er... Still. Anda little more bread, please. warren: Still or sparkling? WAITER: Are you ready to order? O800 0 00 Guest: Yes, please. A half bottle of the Rioja Reserva, WAITER: Is everything all right with your meal? io Guest; With cream, And an espresso. I'll have it with the cheesecake. j C1 warrer: OK. So that’s one paté and one fillet steak medium rare, no sauce. Would you like some wine with your meal? k Guest: Yes, thanks. If's very good. Could I have some mineral water? warreR: Would you like to see the dessert menu? Guest: Yes, please. Can I have the paté anda fillet steak? Medium rare, Warrer: With cream or ice cream? Guest: No, thank you. O00 08 oO WAITER: One cheesecake and one espresso. Thank you, sir.& Read the text and answer the questi in your notebook, chocolate... a ‘Mexico. It was discovered by the Mayans more than a thousand years ago. The people of Central America used cocoa beans as a currency = one avocado was worth three beans, ten beans boughta rabbit. The “Aztecs collected taxes in the form of cocoa beans. Christopher Columbus brought drinking chocolate to Spain early in the 16th century It was alittle bitter! for European tastes, so they added milk and sugar. They also took out the chilli and added another ‘Mexican spice, vanilla. By 1770, chocolate was a luxury item in Europe. In 1828, Mr van. ‘Houten from Holland discovered how to extract cocoa butter and cocoa powder from the bean. Twenty years later, Englishman Joseph Fry discovered how to combine ingredients to make the first eating chocolate in the form of chocolate bars. ‘Today, around two-thirds of cocoa comes from West Africa. The price is very volatile? on world markets which makes life difficult for the farmers. In recent years, the price has ranged from $945 to $5,672 per ton. Some chocolate makers are in the fair-trade movement. They pay the farmers in Africa better prices for their beans. ‘bitter opposite af sweet 2yolatile changing quickly ‘Where does the name chocolate come from? ‘As well as making a drink, how was chocolate used by the Central Americans? What did Europeans take out and add to chocolate? What did van Houten discover? Who made the first chocolate bars and when? Why is cocoa-bean growing a dificult life for farmers in West Africa? How does the fair-trade movement try to help? 5 Underline the correct alternative. 1 a: Can [ get you anything more / much to drink? b: Could we have more / another bottle of champagne? Is there many / much cream in the caramel dessert? B: No, Not many / much. It's quite light. 3. Could we have more / another bread and some | any still mineral water, please? 4 How many / much vegetarian options are on the menu? A: Do you have some / any sheep's milk cheeses? We have alittle few. There’ the ‘Manchego, the Roquefort from France and the Pecorino from Italy. 6 Could I have the steak with just alittle / few of the red wine sauce, please? 7 a: Would you like to see the dessert? B: No, thanks. We've had enough / much. Just coffee and the bill. 6 Unjumble the letters to find the cooking preparation verbs, Then match the verbs with the phrases a-f. EGART TEBA HMSA TIRS PHOC ENNLIJUE grate. OOOO0O8 the egg whites until they're stiff o the carrots into little sticks the onions finely and fry them in oil the fresh parmesan to go with the pasta €. the custard so it doesn't stick to the pan f the potatoes with butter and cream Unit 10 Food service | 23amy 1 9 10 u 12 Know your region Write the words next to the correct definitions. archaeology hiking concert season concierge cathedral idleAges architecture traditional fascinating uptodate definitely informative customs and ideas passed on over many years traditional the study of buildings modern and fashionable absolutely certain the study of ancient cultures the time of year for musical events Jong walks in the countryside period of European history 900-1500aD the main Christian church in a city very attractive and interesting the front-office person who orders tickets and taxis giving useful facts about something 2 Use some of the words from exercise 1 to complete the sentences. 1 Theold townis ful of... and artisan workshops. 2. The museum has a very interesting section on life in the... 3. The guide ga gave avery learnt alot about the history ofthe area. 4 Some of the buildings in Paris are wonderful examples of 18th- and 19th-century vs “There is singing and dancing from popular local cultures every Tuesday in the hotel bar. 6 There are lots of good trails only a 30-minute drive away in the mountains. 7 You should ..visit the old town, It's our main tourist attraction. 8 ‘The of the region dates from pre- Roman times ~ there are many items displayed in the museum, ig... winding alleys wa talk, so we 24 Complete the table with the correct form of the adjectives. ‘Adjective Comparative Supe “cheap cheaper the cheapest worse frequent more exciting simple comfortable busy better theleast lovely narrower nice the most popular more central Unit 11 Know your region 4 Complete the sentences with the correct form of the most appropriate adjective in brackets. (central / frequent) hotel in the city isthe one next tothe railway station, su (lovely / simple) way to get there isby taxi - you have to change twice on the bus and its a long walk from the metro station. 3. The suites aren't (popular / comfortable) as the ensuite rooms because they're very expensive 4. The old town is full o (narrow / cheap) streets and winding alleys 5 The hotel staff have sn -- (good / little) to do in low season than in high season. 6 Many people think it’s _(exciting / busy) to travel than to arrive. 7 For.. a= (lovely / central) panorama of the city, take the steps to the top of the castle 8 Tlove my job. its much (bad / nice) working than being a student.Underline the correct alternative. Which is more interesting / the most interesting ~ the old town or the castle area? The lakeside area is alternatively / definitely worth a visit The main tourist places are all over / around the cathedral. Which is the best / better way to get to the castle — by taxi, tram or on foot? What about / Why not going to some traditional dancing or a folk music concert? A service | Another thing that might interest you is the archaeology museum, “The concert season is not so long as / is longer than in some cities, but it’s certainly more varied. I think the most expensive / more expensive city in the world is probably Hong Kong. eA eee A 6 Lookat the pictures and use the expressions and the information in brackets to advise guests on what to do, Write two sentences for each picture, 1... worth a visit (fascinating / place) 3. What about the ...? (folk dancing / tonight) -archacological site at Segesta i “Ita fascinating place,. 2. The best area ... (popular / at weekends) 4 Another thing... (3 km / from city centre) ROPING Use the clues to complete the words. A building where Muslims go to pray. mosque ‘A tall thin tower on a mosque. A very tall building in a city, A round curved roof. ‘A deep hole in the ground from which water is taken, ‘An open space surrounded by buildings. A building where people from some religions go to pray. A patt of the town which is next to the river or sea euanrunon Unit 11 Know your region | 2517 26 Explaining travel options ‘Complete the sentences with the best answer. During summer the boat is very busy, so Td recommend getting your tickets in... aqVanE®..... a themachine advance «advantage ‘The card costs €150 - that’s a of €50 and €100 credit for travel a deposit b_ basic © refund Any unused credit on your card is... os a retumable —b_reserved © refundable An enjoyable way to see the islands is to go on an organized vm from the harbour. a voyage b cruise © journey “The ferry to the island leaves from the opposite the Laguna Hotel. a jetty b_ bus stop ¢ station Ifyou use up all the credit, you can your travel card at the machine in the underground station, a refund b top up ¢ addon Ifyou buy a ticket for the central. you can’t use it to travel further out of the city. a zone b travel © transport Td strongly recommend using public transport in the city It’s much more . b congested a comfortable © convenient Use each word once to complete the text. stip ticket machine stamp valid organized zone congested heavy ferry | Driving in the city al five in the afternoon can be difficult. The roads are often ...congested...* with traffic. In the morning, at around eight, the traffic is also very 2, But there's an excellent public transport network, which is very well. 3. You can travel by underground, bus, metro or by 4 on the river. You can buy a 5 of tickets for ten journeys at the Sat the bus stop or underground station. The tickets are travel anywhere in the central city w7 for 5. Before you get onto the bus, ferry or underground, you must ° your ticket in the machine at the stop or station, Unit 12 Explaining travel options 3 Put the words in the correct order. 1 "oy a good idea / it would be / the ferry / at 9.30//to take Te would be a good iden to take the ferry at 9.30, to travel / it’s /in the city centre / much more convenient / by tram use / why don't you/ your car / public transport / leave / here / and between four and five otlock / avoid / in the afternoon / travelling then / to the underground / take the bus / and / change / to Waterloo the cinema / could you / please / to get to / how / tell us, 2 Look at the pictures and give advice about travel options using the verbs in brackets in the correct form. Add by and the ifnecessary. 1. Td strongly recommend .eo.uf@18 MBE LETT. (take). Yd strongly recommend.....f2avelling by ferry. (travel) 2 You could (travel). 3. Your best option is (goon). 4. In my opinion, the best way (get) to the station is... a 5 Youcan (go) 6 Why not sven (take)? 7 Itwould bea good idea. (goon), 8 How about5 Read the text and answer the questions in your notebook. lity AN D Py There are three lines on the underground (metro): A, Band C. Line Ais green and is.the most useful for tourists. it covers all the main areas of the city centre. The service inthe city is quite frequent dally, §.m, ‘to midnight. Tickets are the same for both the metro ‘and the tram, and you can also use the tickets totravel: nth icular Faitay tothe soe where > a Night trams: © You can buy tickets a ticket machines int stats, in street Kiosks, in fobecconists (taka rin you ta the underground or He van, 1 Why is it not necessary to have a car in Prague? 6 Name two places where you can buy tickets. 2. Which underground line do tourists normally use? 7 What must you do before getting on a tram or the 3. Where does the funicular go? underground? 4. What form of public transport can people use at 3am? 8 How long are these tickets valid? 5 Do you need to buy separate tickets for the underground 9 Can you buy a ticket for five days? and the tram? 10 Where can you buy a ticket for three days? $ Use the clues to find the missing word. ‘This electric vehicle travels on rails through the city centre. (4) 2. Buy this form of identification so your bus, train or underground tickets cost less. (6, 4) 3 Leave one form of transport and get onto another. (6) 4 A railway on a steep hill pulled up on cables. (9) 5 Usually between eight and twelve people can travel together in this. (7) 6 The place where boats or small ships can let passengers get on or off. (4) 7 The large, open central part ofa railway station or airport. (9) 9 R 8 This vehicle travels on just one rail. (8) 9 “The way that you follow to get from one place to another. (5) = Unit 12 Explaining travel options | 27‘ee Giving directions 1 Underline the odd one out. Explain why. 1 footpath road hill track _ die others are for walking on 2 conference room castle town hall theatre 3 rose garden terrace car park changing room 4 follow continue go straight 5 lift stairs elevator corridor 6 turn across along towards 2 Underline the correct verb. 1 Get / Take | Follow the signs for the fitness centre, 2. You can take / follow / go the lift or stairs to the fourth floor. 3. Go/ See | Follow across the terrace if you want a drink in the bar. 4. Continue | Take | Turn along the corridor and the fitness centre is on your right. 5 Asyou follow / come / turn out of the changing rooms, the hair salon is on your left. 6 Take | Follow / Turn left outside the hotel to get to the car patk. 7 Asyou enter the hotel, you'll get / turn / see the lifts on your right. 8 Walk along the path until you see / come / go to the garden. 9 After the business centre, take / go / leave the second, door on the right 3 Look at the diagrams. Use the prepositions to complete the directions. [co aone op on exes ino past thowh taghon oil wind ono 1 As you come into the hotel, walk: the lobby the reception desk. 2. To get to the fitness centre from the business centre, walk door the right. sven the shop and restrooms, then continue down the opposite corridor - it’s the last w= the bar, the terrace, 3. From the lobby, you can go... vevnennnmane the steps and . 4 AS YOU COME vennennnnnen the main door, follow the path snore the front of the building, Go the hotel and you'll see the Golf club in front of you. | 2 ees | Mosinee ml 28 | Unit 13 Giving directions4 Look at the Follow the road outside the hotel into the village. ‘There are some shops on the right. The newsagent’ is next to the fruit and vegetable shop. Continue past the supermarket and the bank and ip and read the description, Then write the name of places A-J the railway station is along the road on your lefi. Continue under the railway bridge and you'll pass the church on your left, At the junction, turn left into Albi Road. Walk along the road towards the school. Opposite the school, take a narrow path to the left and continue through the wood. After leaving the wood, cross a bridge over the river and go straight on till you come to the castle. From here you have a wonderful view. -oma> smo Write the words ‘Complete each sentence with one of the words from the table. Add sif necessary. artshop tearoom wide 1 Atnight time, tourists enjoy looking at the cnn 0M the boats tantem windmill narrow in the harbour from the top floor of the hotel. cottage wind turbine 2. Be careful walking on this path ~ it's very . 3 You can see lots of. ‘on top of the hill. ‘They're used to Nouns ‘Adjectives produce electricity. 4 Atthe .. cnn i town you can buy some very beautiful paintings. 5. The Champs Elysées, a famous shopping street in Paris, is very 6 In this part of the island there are a number of small. which are used for pumping water onto the land. Unit 13 Giving directions | 29‘em Meeting customer needs 1. Use the clues to find what is important in the hospitality industry. 2 1 To do better than expected. (6) 3 2 The achievement of something you've been trying 4 todo. (7) 3. Arroad going onto or coming off a large road. (4,4) * 4. A major road, normally with four or sixlanes.(8) 5 Make a note of something in the hotel diary. (3) 7 B 6 Make something better than before. (7) 8 7 Amount of money you plan to spend on 3 a project. (6) 8 A big formal party to celebrate something. (9) ° 9 A guest may have. needs because of diet. (7) ** 10. The customer wants a... ..call early tomorrow 12 [S] morning. (4-2) 11 Where two or more roads meet in a circle. (10) 12. Happy with the service provided, (9) 2 Match the guest's requests 1-8 with the responses ah. 1 [2] We don’t seem to have any soap in our room, a Pllsee if our babysitter is available. i a mi 2. 1) We need to getup at six oelock tomorrow morning, anne titookene fora the 3 (1 Were going out this evening, so we need someone to sit with ¢ il book a wake-up call for you for 6 a.m. the children. 4. Welll send it to the laundry. I'l be with sre arri rn i you in two hours. 4 [1 Were arriving by car tomorrow and need directions to the hotel. e- Mack Rousckesping o bring some to 5 [1] Doweneed a permit to get out of the car park? your room immediately. 6 [1 Myhusband’s shirt needs pressing. f Yes, I'll give you a card. Here you are. stcase. It g You need to come off the motorway at 7 CJ [need some help with my suitcase. It’s in room 339. exit 30. Then 8 C1 Weneed a taxi to get to the town hall this evening, We need to h T'llask the porter to come and collect it be there for 8 p.m. for you. 3 Complete the sentences with the correct verb form. tneed fo atte 1 You... to a guest’ request immediately. 2 needattending b need toattend need attend 2. Thank you, but we . wan help with our luggage. a dontneeding b need © dont need 3. Ifyou want to go on the trip tomorrow, you sens places in advance. a needtoreserve b need reserving ¢ need reserve 4 ssonssmmuonuow a parking permit for the hotel car park? a Dolneed b AmIneeding ¢ DoIneedto 30 | Unit 14 Meeting customer needs x Does the dress a need to wash Rooms 214 and 215. a need painted ‘The guests in room 580. 2 need move ‘The waiter too? b needwash —¢_ need washing before the summer. b need painting ¢ need to paint to room 103. b areneeding need tobe move moved drinks to table 6. a needs bringing b needs to bring ¢ need to bring4 Look at the pictures and complete the sentences with the correct form of need and the verbsin brackets. 1 She... 9 teed to, (clean) the room. Frank repair) the lamp. 3. Thetowels... (change) today. 4 Chef. snsnnnnnennaneene (Wake Up) early today. 5 The shirt (icon). 6 Thetable... w» (set) before the guests arrive, 5 Read the text and answer the questions in your notebook. 2 1. Choose the best ttl. a Strange services b Guests at luxury hotels can AS HOTELS try hard to attract more customers, they offer services which are different or unusual. In Germany, this includes letting guests watch what is expect luxury service happening in the hotel kitchen on their television 24 hours a day. In some © Giving luxury room service areas, guestscan use their room identification card for free publictransport, £2 Why do hotels offer such special while the manager of another hotel takes his guests on a free historical tour services? 3 How many special services at to visit interesting buildings in the area. For guests who enjoy hiking, one ; . i German hotels are mentioned? hotel offers to bring a herbal footbath to the guest’s room, while another - : 4. What special service is aimed at hotel brings hot food to the rest place in the countryside. children? In America, a special family deal includes a visit from ‘the ice cream 5 Which special service do you man’, who will make whatever the children request. A full pet service is 3! think will attract the most guests? also on offer. There are pet beds and toys as well as a special dog menu 6 Describe a special service that and dog room service. At one hotel, guests get a personal wake-up service. you have experience of or design a new special service you think ‘A member of staff enters the guest's room, opens the curtains, serves ‘vould be sucessful breakfast in bed, lays out the guest's clothes and fills the bath with water. Personal concierge services have also become popular. The concierge takes ‘guests shopping, takes them to nightclubs or expensive restaurants and, in ‘one hotel, even delivers a selection of hand-made soaps. 6 Find words in the text to match the meanings 1-8. The words are in the same order in the text ‘The hotel offers lots of services so people will want to come and stay (v). aitract ‘This type of service is different to what is normal (adj) You need this to prove who you are (n). ‘This kind of tour is connected to the past (adj). ‘You can put your feet in this when they are very tired (n). ‘The visit from the ice cream man is part of the family deal (v). This is just for you (adj). A number of different things from which you can choose (n). Unit 14 Meeting customerneeds | 3115 1 Write the words in the correct column. changeover exhausted freshen up, high season maintenance priority reassure resort surrounding sympathize transfer unacceptable Verb ‘Nouns ‘Adjectives Choose the best word from the table to complete the sentences. 1 You can use our courtesy room to before lunch. The service has been very poor - it’ been quite 3. Weare trying to clean all the rooms, but we will make your room a 4. Here's a map and some information about the area. 5 Lm sorry for the delay. 1 sum with how you must feel. 6 The tour operators have decided to some of the guests to another hotel. 7 The hotel is fully booked in. 8 This town is a beautiful beach sone and is perfect for family holidays. Complaints and apologies 2 Complete the dialogue between an angry guest and the restaurant manager with sentences a-g. a Hmm, that’ not good. b Then can | offer you coffee and liqueurs in the lounge? Obviously, there will be no charge © Tunderstand. I'm sorry, but we've been very busy this evening. What seems to be the problem? e You're quite right. Please accept my apologies. Have you had coffee? 1 Ifyou'd like to take a seat in the lounge, I'l get the ‘waiter to come and take your order. g Tse, And what is the problem exactly? manager: .What seems to,be the problem? ! GvEst: I want to complain about the standard of service in this restaurant. MANAGER! sossennnnnnn a Guest: We had to wait over thirty minutes before the waiter took our order. MANAGER: usnnnnnnnnnnn Guzst: We've had a long day and we just wanted to eat. MANAGER? sesssensnnnnnsennninnnnne cunst: But thirty minutes is unacceptable. MANAGER: . GUEST: No, we haven't. We didn't want to wait another thirty minutes! MANAGER: se sense Guest: Thank you, That's more like the service we expect here. MANAGER: . ovest: Thankyou. 3 > Underline the correct form of the verb and complete the sentences with for or since, 1 Artes work / worked in this hotel... $22... january, 2. Thaventt saw / seen the general manager several days 3. Itsalong day today. I've been / be at the reception desk seven odlock this morning. 4 Peter's spend / spent time helping the conference team ww he came to Madrid. 32 | Unit 45 Complaints and apologies 5 Ken hasiit written | wrote alettet women AGES 6 They've taught / teached us important things ‘we arrived here. ‘The guests haven’? had / hasn't have their room, serviced yesterday. 8 He’ serve / served guests in the Harbour Restaurant four years.& Make sentences and questions in the Present Perfect by putting the words in the correct order and the verbs in the correct form. 1 howlong / Mr Mares / at this hotel / work? How long has Mr Mares worked af this hotel? 2. the guests / place / yet / their drinks order? 3. for several years / use / these tour operators / this hotel 4 to the airport {leave /T'm afraid / just / the bus 5 the email confirmation / yet / not send / the receptionist 6 have / how long / two Michelin stars / a chef with / this restaurant? not learn / the trainee / how to use the booking system / yet 5. Use each word once to complete the text, since yet already just yet since recently twice I've wanted to work in the hospitality industry since... 1 was ten. Id like to have my own hotel one day. I've 2 worked in several different areas of the hotel, I've worked in the kitchens and in reception, and I've worked in housekeeping . -the first time in Switzerland in 2008 and the second time in France last year. [haven't worked as a wine waiter... 4, but I've made plans -------® to go and visit the vineyards in France and Germany with a friend, who I've known nn college. Thaven't worked in reservations... but [a like to get that experience soon. In fact, TVe sneaeunem® applied for a job in Berlin - I'll hear tomorrow if I've got an interview! 7 6 Now writea similar text about yourself in your notebook. 7 Make adjectives from the letters in italics. 1 The bathroom tap is constantly pingprid ‘A: Why hasr’t someone taken our order? a: I'm sorry, but we're thosr-edaffst tonight. 3. This meat is raw in the middle. Its edkoocunerd, 4 This food is dreadful. It's ateableun. ws 5 Could you send someone to look at our bath? The drain, is kiboced. ve 6 This glass has lipstick on it. Its tydri. 7 The centre of this fish is hard - its still rzofne. 8 I could cut my lip on this glass. Its edracke. 9 Look! There’ a big brown coffee mark on this tablecloth, Its aiedtsn. 10 This towel shouldnt be in a guest's room. Its rot. Unit 15 Complaints and apologies | 3Bi Mistakes and problems 1 Make pairs of opposites. Unavailable convenience relax ontime upset correction mistake makecleor solution | available worry complimentary happy problem Inconvenience full price confuse delay make clear ~ confuse 2 Complete the sentences with the most appropriate word from exercise 1 1 Someone made a ......tistate....... and the wrong rooms were allocated. 2. The guest had an important meeting the following day, so she was very. that her flight was cancelled. 3. When you are dealing with customers from all over the world, it’s easy to... names. 4 ‘The waitress explained that the restaurant was short-staffed that evening and apologized for the . in service. 5 The hotel arranged for.. and chocolates as an apology for the mistake. 6 Unfortunately the airline was fully-booked, so on any flight 1» flowers there were 10 Seats enn that week. 7 Tomake up for the ofthe delay in checking in, the guests were offered a meal in the restaurant. 8 ‘The receptionist told the guests not to - She would sort something out. 9 She listened to the guest’ explanation of the problem and quickly sorted out a by changing the room. 3 Put the words in the correct order to make expressions to reassure customers. 1 something / out / I'm sure / can / we / sort Tin sure we ¢ 2 worry / to / not / try 3 apologize / for / 1/ the delay / do 4 exactly / explain / could you / is / the problem / what? 5 how/I/ feel/ understand / you 6 table / Im sure / be long / wont / your 7 this/'m/ sorry / so / about 8 we/ can/ sure / I'm / a solution / find 9 amoment / take / for / could you / a seat? 10 for you / this / at once / F'll/ into / look & Choose the best response from 1-7 in exercise 3 to deal with the customers’ problems. Use each response once. We booked a table for eight oclock. It's now eight fifteen. I'm not happy with my room. Weve been waiting 25 minutes for our table. asked for a balcony with a sea view when I made the reservation, so I don't want this room. Its very upsetting. We've stayed with you many times before and never had these problems. I've got to get home, but all flights have been cancelled for this week. ooo ooo é You've given us rooms without disabled facilities and ot adjoining.Use the prompts in brackets to complete the polite questions for the responses. ‘A: Do you know.Wwhattime your flight leaves. (what time)? bs Our fight leaves at 11.15. A: Could you tell me.. sewn? (What) B Myco contact number is 00392 15678901. A: Would you mind telling me 2 (what advice / ve) 1: Theairine told us to call about the luggage later, A: Could you let me know 2 (what time) : We'll arrive at around six clock, Do you remember . -2 (who) 1: dont remember who checked usin, Can you explain. 2 (exactly what / problem) i: Well, the rooms are not what we booked. No balcony and no sea view. a: Do you know... when) ‘We received the hotel’ confirmation ‘email three weeks ago, Use the clues to help find eight words connected with VQ TNDAVSAJ disability in the puzzle. Look 4¥, > and 2. KZ1ZGGMWEUHS Tm unable to see. LAMEVUSHDTEE Tmunable wo hear, . , 4; TLQECBCEGTAL "ant wal propery becuse my eg injure an OOCTBTLEUVIRL I can't see, so this animal helps me find the way to places. DEAFUTNELIUIT ‘This thing is long and thin, and supports me when I walk. PDNRPSZCDITNP I sit in this and someone can push me to where I want to go. X1CZGXUHETGH Thave two special sticks that I put under my arms, to help NHRQHXFADRAM me walk. 5 Tput this in my ear to make sounds louder, TosHTDsTOPIM MMUDJPARGGDV WALKINGSTICK 6 Use each word once to complete the sentences. ‘accept solution apologize apologies mistake complimentary — problems make up for roomallocation again happened delay Dear Mrs da Costa 8 Please ann AEEEPL a! my sincere... nce 3 b- Tam very sorry that this and that we were unable to find a... ¢ Twould like to offer you a guest at the hotel to. received last week. d Thank you for your recent email. e Firstly, the long. in checking you in and then 10 § weekend as our the poor service you the seed over your f£ Weassure you of our best service in the future. g Ido vol! for all the 2 you experienced during your recent stay at our hotel. Best regards ‘The Manager ‘Now put the sentences in the best order to make an email apology, 1@2030+4+Os506070 7 Writea similar email apology in reply to a guest's complaints about recent poor service. Oifer a free night in one of your suites room not cleaned properly / poor service in breakfast buffet / Tong delay checking out ce | I~ z Unit 16 Mistakes and problems | 35twa Giving advice and assistance 1 Underline the correct word or phrase. 3 Make a first and second conditional sentence for each 1 All air passengers collect their luggage from lost property / the baggage carousel when they arrive at the airport 2 Luggage should be clearly labelled / packed before you travel 3. Ifyour luggage is missing, the airline ground staff/ consulate will advise you. 4 Ifyou lose luggage, its important to keep the label / reference number that the lost property office gives you. 5 To get a new / replacement passport when yours is lost, contact your nearest consulate or embassy. 6 Check all your belongings | rucksack before you report the card stolen, 7 Call the airline ! airport staff to reconfirm your flight, as flight times sometimes change or are cancelled. 8 Inhot weather, people are more likely to faint / fall down from the heat. 9 In an urgent | emergency, call an ambulance. 10. Ifsomebody collapses with chest pains, it may be a faint { heart attack, 2 Match 1-8 with a-h to make expressions for giving advice or reassurance. it’s best to sit down, 8 h_ your luggage is lost. 36 | Unit 17 Giving advice and assistance situation, using the prompts and ifor unless. 2 Ifyou lose your passport, what will the airport do if they find it? they find / my passport / they call / hotel If they find ny passport, they'l call the hotel, b What would you have to do if they didn't find it? they not find it / Thave to / contact my embassy Ifthey didn't find it, 12 have to contact my embassy, a Your rucksack is not a safe place to keep all your valuables when the zip is open. your rucksack / not be secure / you close the zip b What would happen ifthe zip wasnt closed properly? the zip / not close properly / somebody steal from me a Someone has fallen down in the lobby. Will you call an ambulance of not? T not call an ambulance / it be serious b What would you do ifan elderly person collapsed in the lobby? [2] If they find your bags, an elderly person / collapse in the lobby / call an 2 1 Pmsorry to hear ambulance 3 LJ Don't buy replacement items today 4 1 ttyou feel nauseous, 4. a Its always useful to have a phrasebook when you are travelling, 5 id C1 when did you ast you take /a phrasebook /ithelp you / with difficult 6 [1 Leould contact the airport situations 7 D) Have you checked all sev n 8. (1 1€t spoke the language, b They don’t speak the language, so it’s difficult to explain 4 see your passport? they speak the language /it be easier /to explain b Tdcallthem foryou, unrest © your pockets? 5 a Your suitcase hasn't arrived. What will you do? Buy unless it some new clothes? unless its urgent. Inot buy / anything / it be really urgent e they'll send them direct to the hotel. eenuunnunsnsna £ for an update on your luggage. b What would you do if you were me? Tbe you / T wait / to speak to your tour rep& Read the text and answer the questions in your notebook. When you are in shock, not enough blood circulates to the brain. Ifthe brain does not have enough oxygen, you feel dizzy and disoriented! and will possibly faint. What to do if someone is in shock or fainting 3 What everyone should know Shock may occur: 4 + after an accident + after a serious infection 5 + after a serious burn, isorientated you denit know where you are What happens to the blood circulation when you are in shock? 2. How does this make a person feel? 3. What is the best position for a person who feels faint? 4. Whyis it important to raise their feet? 5 What are three ways you can care for someone who isin shock? The person should lie on thelr back with thelr feet raised, to make sure enough blood gets to the brain. Make sure the person is warm, in a comfortable position and, covered by a blanket if possible. 0 not give therm anything to drink as they could possibly choke IF the person feels nauseous, put them on their side in the recovery position to prevent choking If person is badly in shock or looks really unwell, they must be tteated by a doctor. Call an ambulance 6 Why is it not a good idea to give them a drink? 7 What is the best position to put someone in if they also feel sick? 8 Whyis this helpful? 9 What is it best to do if the person really doesn't look well? TENMINED Use thecluesto complete the crossword. wos Across 3. Covering for a small wound. (7) 5 A low of blood from the nose. (9) 6 To be unable to breathe because something’s stuck in your throat. (5) 8 Anarm orleg joint out of place. (L1) 10 Your body shakes violently. (10) 11 A broken bone. (8) 13. Feel this to check a heart beat. (5) 14 An open cut. (5) Down 1. Blood flowing from a cut. (8) 2. Lifling heavy bags causes this. (6) 4 Fainted. (11) 7 Strip of cloth wrapped around an injury. (7) 9 To twist, not break, a joint. (6) 0 2 A section of a hospital. (6) 1 12 The result of touching something very hot. (4) 7 Unit 17 Giving advice and assistanceao) Telephone communication problems ‘Use each verb once with one of the prepositions to match, the definitions 1-6, break call =cut. «|| up down break speak read off back 4 break down stop working return someone's phone call lose clear phone communication talk more loudly repeat important spoken information be disconnected Complete the sentences with the correet form of the two- part verbs from exercise 1. Tasked her t0 snuSP 0K MP..uu. her voice was so faint I couldn't hear what she was saying He was giving me his details when we were suddenly and I had to call again. Ifa hire car ve ‘ne to you straightaway. “The signal is really weak here. I'l from a landline in about an hour. When you give your address over the phone, ask the other person t0 rvenonnn it nut YOU. I'm afraid the signal is. Can you repeat that, please? sons the company will get a new you vat the moment, 38 Unit 18 Telephone communication problems 3 Complete the sentences with the correct Active or Passive form of the verbs in brackets. told... be held. (tell) them that their (hold). 1 The receptionist rooms would 2. The signal - (be) weak and they (cut off) in the middle of a conversation. 3. Our flight _ {just delay), 50 we ss vw (arrive) at 8 p.m. instead of 6 p.m. 4 vnowe (that spell) with F for Foxtrot? 5. The receptionist. (give) very good directions, but the motorway wore ws (close) because of an accident. 6 Guests. . (asually send) a confirmation email when they .. (book) online. & Rewrite the sentences in the Passive but do not say who did theaction 1. They asked the receptionist a lot of difficult questions. The receptionist was ask of difficult questions. 2. Is the hotel giving the guest flowers and champagne to make up for the mistake? 3. Did the receptionist offer her another room with a balcony and sea view? 4. The conference organizer asked the delegates to register their attendance, 5 The organizers have planned for the event to finish at five vidlock. 6 The porters will take all the luggage to the guests’ rooms ‘You spell his name P-E-T-E-R-S-E-N.5. What expressions can you use to help with a difficult call in these situations? 1 You can't hear the caller very clearly, You're very faint. Could you speak up, please?.... 2. Someone is speaking too fast. Could you 2 3. Its difficult to understand what someone is saying, so you want to hear it again. 2 Could you sn 4 Theline is not good. Tm » this ... 5 You missed the person's name. T'm sIdidnt.. : 6. You want to be sure you have writen the name correctly. Could you... sad 6 Read the text and answer the questions in your notebook. 1 Which group of people often speak very quickly on the phone? 2 What is the best thing to do straightaway in this situation? 3 What is one very successfull method for getting speakers to slow down? 4 Why do we sometimes say we've understood when we haven't? 5 What final thing can you try? 6 Why is an apology a good idea afterwards? 7 ‘Underline the odd one out. Explain why. 1 extension coverage —_signal range roaming the others are mobile service 2 crackling noise signal interference 3 landline mobile cellphone __satelite phone 4 handset receiver engaged -—_—shands-free set 5. beep ringing dialtone charger 6 voicemail letter email text message Unit 18 Telephone communication problems | 39i Conference and meeting enquiries 1 Complete the crossword using the clues below. Across ‘These doors move on tracks. (7) Person who attends a conference. (8) ‘Very large notepad on a stand. (9) Food and drink in the breaks. (12) Space for smaller meetings. (8, 4) Different types. (7) Divide a room into two, (9) Sound, visual and broadband communication. (10) 3 5 6 8 2 2B 4 15 Down Conference session with everyone there. (7) How many people it can hold. (8) ‘Windows provide this inside. (8) Designed and built for a particular use. (7-5) A price given for a job or service. (5) Position of tables and chairs. (6) ‘Tables and chairs are around the table, 40 Fora reception party, the... style. (9) ‘Use words from exercise 1 to complete the sentences. delegates... please register with our staff at the conference reception desk? Conferences usually begin with a... where everyone is given a programme. session, of the room depends on whether the group are having a training session, a meeting or small ‘group activities. ‘Most people don't like spending all day in rooms without windows and no natural... vo Ifyou want to divide the room for small discussion groups, just pull the... doors, ‘Our new conference suite has just opened. It’ and has all the latest multimedia equipment _~ of the main hall Unit 19 Conference and meeting enquiries 3 Underline the correct word. 1 This isthe conference reception ! boardroom, where everyone registers when they arrive. 2 Fl take f direct you over to the conference centre and explain / show you round. 3. Wecan talk / discuss any details at/ over the phone or by / in email 4. How much / many delegates can sit it it eat? 5. Sitting / Seating capacity depends on / looks at layout, 6 Boardroom style / programme they seat 25 comfortably / comfortable. 7 Allthe breakout / break rooms have flipcharis and writing boards | whiteboards. 8 The big rooms easy / easily seat 100 theatre style(ee Conference and meeting enquiries 1 Complete the crossword using the clues below. Across 3 These doors move on tracks. (7) 5. Person who attends a conference. (8) 6 Very large notepad on a stand. (9) 8 Food and drink in the breaks, (12) 12 Space for smaller mestngs. (84 erlaclac 13. Different types. (7) 14 Divide a room into two. (9) H re PT tt Tf 15 Sound, visual and broadband | communication. (10) Down 1 Conference session with everyone there. (7) 2. How many people it can hold. (8) 4 Windows provide this inside, (8) 7 Designed and built for a particular use. (7-5) 9 A price given for a job or service. (5) 10 Position of tables and chairs, (6) 11 Tables and chairs are around the table, style, (9) 2 Use words from exercise 1 to complete the sentences. 3 Underline the correct word. 1 Canall.... delegates... please register with our staffat the 1 Thisis the conference reception / boardroom, conference reception desk? where eveeyoe rears sehen they arrive 2 Conferences usually begin with 2 session, 2 ltake f direct you over to the conference centre and explain | show you round. where everyone is given a programme. 3 Weean talk J discuss any details at { over the 3 The vos _.of the room depends on whether the phone or by in email group are having a training session, a meeting or small 4. How much many delegates can sit it/ i seat? ‘group activities. Sitting | Seating capacity depends on / looks at ‘Most people dor't like spending all day in rooms without layout. windows and no natural nun 6 Boardroom style / programme they seat 25 aly wrtable IF you want to divide the room for small discussion groups, comfortably comjortt «ans have Sipcharts just pull the wnenensnnnnonnnnn GOOFS, and writing boards / whiteboards. 6 Our new conference suite has just opened. Ie 8 “The big rooms easy ! easily seat 100 theatre style. and has all the latest multimedia equipment 7 Fora reception party, the... of the main hail is 500, 40) Unit 19 Conference and meeting enquiriesym Handling payments 1. Use each word once to complete the sentences. swipe supplement account exchange rate mized currency ‘overcharged ——forgeries_-«—«=—queries 1 ‘The money a country uses to pay for local goods and services is called ... LUITEMEY, oe 2. Money, documents or signatures copied and used as originals are is the price at which one BAM ne currency is valued against another. 4 A ‘company. wf isan arrangement between a hotel and a company for paying bills 5. Ifyou want to see exactly how many calls you made, ask for an bill. 6 Thehotel me for meals as1 paid for dinner in the restaurant every night, 7. Reception often takes a. customer's card when they check in. 8. Travellers who are on their own may have to paya single room. 9. Most customer phone calls and bar bills. ofa in hotels, are about 2 Underline the correct word or phrase, 1. The customer asked for his printout / bill as he wanted to check out of the hotel. 2. The list at the exchange bureau will tell you how much the dollar pays / is worth in local currency. 3. The amount / account on the left is the cost per night. The total cost for accommodation ison the right, 4 Sorry, I've made a mistake with your change. I give { owe you another 20 euros. 5 Reception usually makes / handles all the bills when guests check out. 6 You need to keep your PIN / expiry date number secret, so no one can use your card. 7 Company accounts are sent off every week for payment / invoicing. 8 Tim afraid your card is wrong / invalid as the expiry date has passed. 42 | Unit 20 Handling payments 3 Match 1-8 with a-h to make sentences. 1 [e] Piljust do a your PIN. 2 L) Heres an itemized b into the machine? 3 (1 Thatcomesto © your card. 4) Oh, 1 do apologize ~ it's our mistake. 5 [1] Can you put your card aprintout for you. 6 C1 Nowenter f $268. 7 [J that’s gone g. list of calls for your room. 8 [J Youcan remove h through. & Putthe sentences in the dialogue in the correct order. D3 cvsst: Right. Thanks. b C1 recevrion: One moment. Pll check for you. You're right. ‘The amount has been entered twice. I do apologize. The total now is $343. How would you like to pay? ouesr: Mmm ... [don't think the bar amount is right. RECEPTION: That’ fine, Now enter your PIN. Good. That's gone through. You can remove your card. Yeah. Is this the right way up? ou o e OF cursr: Oo RECEPTION: Here’ your receipt, We hope to see you again soon. Gurst: Td like to check out, please. Room 424. RecEPTION: OK. Can you put your card into the machine? cust: ll pay with my Visa card. OOO8 RECEPTION: 424, Certainly. ['lljust do a printout for you, Mrs Wong, So, that’s two nights accommodation, one dinner, the bar and room service. That comes to $360. 5. How do you say these in English? Write your answers in words. 133 thirty-three 2 923 3. 15,000 4 490,316 5. 5,000,106 6 €20.80 7 $125.55 8 €1 = US$1.356 Read the text. Then read the sentences and underline true or false. cost of communications, including the business centre, is included in the room rate. As one forward-looking hotelier said, ‘Time is money and time taken away from the customer entering codes or credit card complimentary numbers is not the highest a = I I level of service’ Another way INTHE PAST, hotels made a _of the hotel business has had __ hotels can add to service is by Offering lot of money from charging _to find new ways of making _ improving cell phone reception for in-room phone calls and money and to charge fees for __so you always get five bars fax and business service. using the Internet. wherever you're staying. Now, so many business and In many hotels nowadays, It’s expensive for hotels to leisure customers travel in-room communications set up, but guests love it. The with their cell phones, are handled by the rooms payback comes when guests BlackBerrys and laptops that division, Customer care is retum for a second or third this communications division more important and the time. 1 Hotels didn't use to make a lot of money from in-room communications. true/false 2. Because travellers often have their own communications systems, many hotels are looking for new ways to make money. true/false Many hotels charge guests for using the Internet. true/false Forward-looking hotels charge for in-room communications. true/false ‘Communications excluding business services are included in the room rate. true/false Entering codes and card numbers is time-consuming for the customer. true/false Improved cell phone reception isn't another high-level service. true/false Payback time is when guests book again with the hotel. true/false 7 QQEAMMATEND Match the currencies with the countries and write the country adjective (alphabetically) and currency. krona dinar dong peso pound rupee rial bolivar Australia Chile Croatia Czech Republic Egypt india newlira kuna zloty dirhan koruna dollar franc lran Morocco Poland Serbia Sweden Switzerland Turkey Venezuela Vietnam 1 n dollar 5 9. seme 13 2 6 10. “4 3. 7 i. 8 4 8 2 Unit 20 Handling payments | 43Explaining and training 41 Match the verbs and phrases tomake instructions about 2 Use each word once to complete the sentences. kitchen safety and hygie1 . ‘yEiene. rollout. glaze hazard overlapping, a roughly tif whites zero tolerance 1 (i) Wear a the kitchen rules and regulations. ae mination 2 CL] Serub b long hair. , —_ 1 che into their. whites. before 3 CJ] Tieback — ¢ clean whites every day. ‘The trainees changed into the retor they started work in the kitchen. 4 LZ] Report € the guard is on the meat slicer. 2 Chefhasa ssunne pOlicy towards anyone who 5) Wash ¢ all the work surfaces. doesn't follow the hygiene rules. 3 Its imy it to keep the work *s clean to hel 6 LO Wear f the correct rubbish bins. wei portan to keep the work surfaces clea nee prevent food, 7 C) Keep 4g any illnesses or infections 4 Jewellery can be @ on cus It might fall into the 3 LI Follow h food if your hands have open cuts, food. 5. Beat the egg whites until they are 9 C1] Use i acap. the pastry and cover the bottom and 10 (J Dor'thandle j raw and cooked foods separate. ‘ides of the flan tin ui CJ Check k hands in the hand-wash basin. 7 Chop the vegetables .....oomnmewnn and add them to the stock. 8. In French apple flan, the apple slices are and covered in a . 3 Lookat the pictures and complete the kitchen hygiene and safety rules. rules and regulations. 1 You must always follow the 2 Kitchen e000 Compulsory. 3. Always clean, hygienic 4 You can't in the kitchen. 5 ws must » back. 6 Itsimportant and illnesses. 7 Never areas. 8 Allon each shift 4a] Unitan Explaining and training4 Complete the sentences with have to, needn't or mustn't and the correct form of one of these verbs. tell handle wash clean wear ‘mop use store hhave.to tll You Chef if you're not feeling well. 1 2 You food if you've got open cuts. 3. The kitchen porters clean the rubbish bins. You them. 4. Everybody... their hands in the hand-wash basin. 5 _ (we) the floor after every shift? 6 Cooked and raw foods separately. 7 You... the meat slicer when the guard is off. B YOU enn None of us do. your cap in the staff dining room. Read the text and answer the questions in your notebook. RANT ONLINE 1 What are businesses using to increase their sales? 5. Why is a website like TrustedPlaces more useful for an 2. What percentage of customers visit restaurant websites? independent restaurant than Facebook? 3. Why isa good website important? 6 How can it help with customer care? 4 What isit important to do after a website is set up? 7 In what ways can you market a restaurant online? 8 How can Twitter be useful to businesses? 6 ‘Match the words with the descriptions of the food processes. 1 Le] Scatter over the top. a blanch 2 (J Slice into thin, narrow strips. b blend 3 1 Press to get all the liquid out. discard 4 (J Throw away. soak 5 1 Put into boiling water for a few minutes. e. sprinkle 6 L) Mixtogether. f moisten 7 LJ Make a circular movement or fold. g shred 8 (| Dampen with liquid. h roll 9 (1 Cover with water and leave. i squeeze Unit 21 Explaining and training | 45Sym Working in housekeeping 1 Match the verbs with the pictures and write 2 Read the clues and unjumble the letters to find the correct definition. ‘what the room attendant is doing. - —_—— _ delois relni eit sreebadpa fold air replenish dust tokn retin holuprytse sewed flush squirt__polish wipe ceramic square on wall around the shower plastic bag inside the rubbish bin sheets, towels and pillow cases point where something is tied together keeps the door open curtains, carpets and soft-seated chairs dirty or marked the top covering of a made-up bed enw aueune 3 Put the words in the correct order to make instructions to a room. attendant. 1 wipe /can you / with the blue cloth / all the tiles? Can you wipe all the tiles with the blue cloth? 2 there's anything / be careful / sharp / in case 3 that / its /looks like / always / anything / been used / throw away 4 surfaces / and damp / start here / all the / wipe 5 all the drawers / and / the inside / dust / of / the wardrobe shelf 6 the bedspread / so its / just smooth / straight / now & Hotels often use outside services to do certain jobs. They have things done, Complete the text putting the verbs in brackets into the correct form, ‘The hotel «fis... the windows....Ceaued....! (Clean) every four weeks aNd enn the CAFPEES sennnnnen® (Shampoo) every three months. Management ou the top two floors completely an. 3 (refurbish) last year, Tey ...nroen al 1 She’ airing the.roor. the bathrooms... 4 (replace). They. the bar 2 and restaurants. 5 (do) later this year. The manager 3 his office © (refit) at the moment. He 4 on Some beautiful new office furniture: 2 5 (made) in Italy. It’s arriving tomorrow. Reception... wathe 6 same style of fittings ..® install) next year 8 46 | Unit 22 Working in housekeeping5 Read the text and answer the questions in your notebook. = x WITH 179 BEDROOMS and 9 restaurants on 38 floors, the Mandarin Oriental Tokyo could be described asa food and beverage operation with rooms, The executive chef heads a brigade of 112 chefs who are supported by 145 front-of-house restaurant and bar staff. . 1 Why might you call the Mandarin Oriental a food and beverage operation with rooms? 2 How many chefs and front-of-house staff work at the Mandarin? 3. Give three reasons why such a big food and beverage operation would be successful in Tokyo. The city and suburbs of Tokyo have a population of 29 million, which is a huge customer base. The Japanese have a strong culture of eating and entertaining outside the home. Often homes are too small for serious entertaining. Weddings bring in a lot of business with a one-stop wedding environment, with a chapel, wedding costume shop, florist and beauty salon on offer. | ‘The most popular restaurant, Sense, serves almost all | Cantonese food, and the original Asian noodle shop has developed into a popular ttalian restaurant. Seventy-eight per cent of the people who use the ‘Mandatin’s bars and restaurants are tocal with the rest made up of hotel guests. Surprisingly, many weekend guests are local foo ~ Tokyoites like to treat themselves at the end of the week and check into a luxury hotel. What can a wedding package offer? What kind of food do two of the restaurants offer? 6 What percentage of the restaurants’ customers are hotel guests? What is surprising about many of the weekend guests? 6 Complete the crossword using the clues below. Across 4 For wearing in the bathroom. (8) 6 Useful if you lose a button, (6, 3) 7 Write a letter on this. (9) 9 You may not want your hair to get wet in the bathroom. (6,3) 10. Bedding item that’ like a large cotton bag. (5, 5) Down 1 Step from your shower onto this. (4, 3) 2. His shoes could do with one of these! (4,5, 5) 3 You can't write without one. (3) 5. Anotice meaning ‘Go away. (2, 3,7) 8 Put your letter inside one. (8) Unit 22 Working in housekeeping | 47vem Health, safety and security 1 Complete the sentences with the best answer. 1 The hotel has a fire... QHl...... every month, a test b drill ¢ training 2. Security can... someone's movements with CCTV. a inform b supervise monitor inform the 3. Ifyou see anything... duty manager. a suspicious. b unreliable false 4. The receptionist takes a... .- ofall staff and guests at the assembly point. a note b rollcall check from germs or bacteria can quickly spread if hygiene is poor. a Poison b Dirt ¢ Contamination 6 Everyone must. the building as soon as they hear the fie alarm. a remove from b evacuate empty 7 After the rol cal, you must inform the fire service of any... a misses b_ failures ¢ no-shows 8 Some cleaning chemicals are sone should be kept lacked away. a toxic b contaminated © unhygienic 2 Correct the mistakes in italics and rewrite the sentences in your notebook. 1 Ifyou feel unwell, let know your supervisor and ome stay. ‘your supervisor know and stay at home... Never put you in danger. Remember to up put an alarm sign when you're mopping floors. 4 Someone in the kitchen will play the fire alarm. 5. You should spray anti-bacterial hand gel after you've serviced the bathrooms. 6 Always keep toxic cleaners clearly locked and labelled away. 7. Inform you security, so they monitoring the person's movements. 48 | Unit 23 Health safety and security 3 Use the prompts and the correct form of should / ought to to give two pieces of advice in the situations. 1 Lreally dor’t feel well. (let know / supervisor - work / kitchen) You should tell your supervisor, You shouldn't work inthe hitchen, 2A suspicious-looking man has just gone into the lft (follow / man ~ tell / duty manager) 3. Hes cut himself on the meat slicer. (carry on / food preparation ~ see / first aider) 4 There’ an unattended suitcase over there by the door. (inform / security = touch / it) 5. There’ the fire alarm. (leave / building - check / everyone OK in Kitchen) 6 The cleaning spray is really strong, (use / without rubber gloves ~ lock / cupboard after use) & Find cight common signs, notices or warnings. No Admittance ADMITTANCE ] srupent: At the hotel. They provide us with accommodation. ¢ [J srupent: Here youare. d (J orrictan: Thanks. And where are you staying while you're here? e [1] srupent: Thanks. Bye. £ LI srupewt: Yes, Ido. It’shere. oFrtciat: Thank you. Is this your first visit to Croatia? h (J srupent: For six months. Here's my work permit, i (J osrictat: ‘Thank you. ... OK, that’s fine. Do you have a contract of employment? OFFICIAL: Could I have your passport, please? STUDENT: Yes, it is. I'm coming to work ina hotel in Pula. OFFICIAL: Right. So you're working here. How ong are you staying? 50 | Unit 24 Countries and cultures 3 > Match the headings 1-5 with the texts A-E. 4) Religious festival 5 C1 Seafood festival 1 C) the bull run 2 C1 Folk week 3) Musical night A Barrétos, a stnall, sleepy village in Poxtugal, comes, alive the second weekend in Auigust with a bull run, followed by a fiesta, which continues late into the night. Join the friendly locals in this tradition! SE Roe Det ore uaa Se eT Eee oe Ae For most ofthe year, Sidmouth in south-west England, is a Sleepy little seaside town but for the first week of August it turns into @ fantastic festival with traditional fol sounds from all over the world. Its great fr all the family. ‘You can enjoy seaside sunshine with some of the best folk ‘musicians there are, & The following phrases have been removed from the texts. Decide which text they belong to and where you would put them, through the streets of the village with children’s activities too in the village red wine fora good price5 Use each verb once in the correct form, (to) infinitive or -ing, to complete the sentences, use apply switchon clean take serve check work Oh no! I've forgotten.....f2.swilet. on... the driers in the laundry. Everything will till be wet in the morning! When you've finished on. the windows, can you polish the door handles? Did the manager let you . on reception when you did work experience in Paris? Tenjoy.. - customers in the bar, but Td rather work in the restaurant. Te decided for that hotel trainee job. Dont forget the meat in the oven. Keep .un-s:nunnnnuee tO make sure it’s cooking well Tm not sure where the big sieve is. I remember ...0..smmen it esterday when I was making pastry, but I haven't seen it since. Noaueune e Could you help me .r0.nnnne these curtains down? Look at the pictures and complete the sentences with the correct words. In some festivals, people build a and float flowers or candles on the water. Food is important and in many festivals there's a large numbeEF Of wren tO choose from. ‘The tradition of wearing a comes from the city of Venice. At the Edinburgh International Festival you can enjoy listening to some of the best Children carry . vs through the streets, In Japan the spring... .-on the trees is very beautiful and enjoyed by many people. For traditional dances, people get dressed up in traditional css -in the village square. in the world. eA REN @ ‘Tourists can join in the singing and... Countries and cultures | 51