Highly Recommended: English for the Hotel and Catering Industry

Citation preview

University

Hi hI ECOMMENDED

Rod Revell & Trish Stott

Oxford University Press Great Clarendon Street, Ox ford OX2 bDP Oxford New York Athe ns Auc kland Bang kok Bogota Buen os Aires Ca lcu tta Cepe Town Chen nai Dar es Salaa m Delhi Florence Hoo t; Kong Istanbul Ka rach i Kuala Lu mpu r Madrid Melbourne Mexico City Mumba i Nairobi Pari s Sdo Pau lo Singa pore Taipei Tok yo Toronto War50lw

and associated com panies in Berlin lba dan

Oxford a nd Oxford rllglish are tr ad e ma rks of Oxford University Press ISBN 0 19437665 6 (2nd ed ition) If)

Oxford University Press 1988

First pu blished 1988 (re printed eight times ) New Ed itio n 1994 Seventh impress io n 1999 :"rrlo unauthorized photocopying All rig hts reserved . 1':0 part of this publication Illdy be re prod uced . stored in a ret riev al sys tem. or tran smitted . in an y form or by any mea ns, elec tronic, mecha nical. ph otoco py ing. recording, or otherwise. wit ho ut the prio r written permi ssion of O xford Universi ty !'flOSS. This book is sol d subject to the cond itio n Iha t it shall not , by wa y of trad e or otherw ise, OC· len t, resold, hin-d out, or otherwise circu lated withou t tho publisher's p rio r consent in ilny form of bin d ing or cover other tha n thai in which it is pub lished and withou t r'Y. 1didn't catch that. Call you spt'ok "I'?

Simple pas t: questions. short answers, and negative sta tements

20

Dealing wi th phoned req uests

Ho tel facilities and serv ices: TIl(' room needs cleaning. fll send soml'lmt up .

Main verb: needtdon't need Auxiliary verb: need/needn't

21

Giving di rections indoors

Hall porter and chambermaid d irecting g Uf.'S ts-: It's on tht . . . Take tht'lilt to . . .

Prepositions of location an d di rectio n

Giving directions outside

H.111 porter and doorman d irec ting guests: It's IlOt far. About 10 minutes' walk. Go down . . .

Mor e prepositions

23

Offering he lp a nd advice

Hall porter to guests: Why don't you . . . ? You OIlght to . . . You'd better . . .

Presen t perfect w ith yt't/just may1misht ollght to/should

24

Dea ling wi th com plain ts (2)

Hotel - gues ts compla ining to recept ion : My mom hasn't been cit-ailed. It should Iflll'e IWt'll cleaned.

snculd haoe: he should have dealled it/it should have been cleaned

25

Paying bills

Hotel an d restaura nt - payments:

Object pr on ouns Presen t continuo us

Hr:rw are you paying? Would you sign . . 26

Payment queries

,

Hotel and restau rant - guests query bills:

muclllmally/a lot of

It can't be right. I'm afraid there's no mistake. I beg your pardon . . . 27

Fare wells

Hotel an d restaurant - guests aft' leaving: 1hopeyou enjvyed your slay. Hal¥! a plt'Ilsant trip.

Fut u re refere nce

28

Answering personal questions

A job in terview Writing lette rs of application

Letter beginnings and endings:

Dear Sir/.\1aJam , .. Yours

fai'hfully/s;IIcerr/y

3

TAKING PHONE CALLS

~S.MAOAM .

COUI,.D1 HPNE YOUR. NAME, Pl.e.JlrISE.~

~

~

R.e.SE.R:VATIOt-ts.,

Pl.EAse ?

Listening one

Structures to practise A Making qu estions with Can I ... ? and Could I . . . ?

Listen to the four telephone calls and put in the missing words.

Language study Expressions to learn Can 1help you ?

Could I have _. . ?

Who's calling?

Could 1speak to ... ?

What nam e, please ?

I'd like to . . _

Can I ha ve .. . ?

Make se ntences . Examp le: morninglca nlh elp ... Good morning . Can I help you? 1 aftemoonlcan/help 2 cou ldlhave/na me 3 can/have/reserva tions 4 cou ld/speak/manager 5 couldlbooklsingle roo m/two nigh ts 6 cou ldlspeakIJohn 7 cou ld/reserve/table for six 8 can/have/room service

TAKING PHONE CALLS Across

8 Making re quests with I'd like . ..

Down

---'>

1 A room for four

Make sentences. Examp le: bo ok/sin gle room/th ree nights ... I'd like to book a single room for three nights.

4 5

1 book/double room/two nigh ts 2 rese rve/table for twofTuesday evening 3 book/sing le room/four nights -t reserve/table for fouriSaturday/8 p.m. S speak/manager

8 10

______ , ple ase. (4-ll August) Goo d . Could I a tabl e for tw o, please? A room for tw o . __ , I'm sorry, the hotel is full.

!

1 My is Jose Artesco . 2 A room for one person . 3 The day before Wednesd ay . 6 Good . 7 The day after Su nday. 9 Ca n I a room, please?

New words to use

Su mmary

Check the meaning of these new wo rds in the Word List at th e back of th is book. boo k (v.) ma nager double name full

number table rese rve sing le

night

Now you can Ans wer th e telepho ne politely Gc?0d morning, can 1 help you? Ask for things Could 1 have your name, please?

Listening two

Un de rstand w hat people wa nt I'd like a single room. Could I speak to the manager, please?

l iste n to the dial ogu e a nd fill in the chart. Name

Room

Ask who is on the phone \-Vho's calling?

D single D double

Room number Number of nights

I - EXT RA- WORDS- I

Activity Fill in the crossword:

9

IA iiiiiilliliil ll1ll @II 5

GIVING INFORMATION

**111'1\'

................

.. lILof...,.l...·,"""'~

VI KING

--...... •........__"'..... -.. _ " ...... tl .. ""• ............ ildt

HOTE L

-

,r"":.

::~

" ~tl'lii

....r-_.__ --.....-

s

.._.,,___ ...

.,

e-lo6lo.

..

••••

Dedr

0001

Tar i ff

room Double/t win room

£92

Suilcs Executi\'e .......

' vums

from £1 70.00 fro m £ 140.00

Listening one Liste n to the cassette and fill in the blanks on the brochure and on the menu .

Language study Expressions to learn The ho tel's in the centre of th e city. There's a sa una . There are two bars. Th e cost is £16.50. I'm Mr Evans .

My name' s Evans . 6

GIVING INFORMATION Structures to practise Describin g th ings u sing the Present tense of the verb to be and using there is/there are . a. _ _ b. _ _ c. _ _ d. _ _ e. _ _ f. _ _

This tab le shows the full and short form s:

Singular Full form lam You are He is She is It is Th ere is

Short form I'm You're

Plural Full form We ar e You are

Short form We're You're

}Theyare

Th ey' re

There are

The re are

He's

She's

g. _

It's There's

Fill in the blanks . Use short forms where possible: My name (1) Mr Black. I (2) the ma nager of the Savoy Hotel. The ho tel (3) in Main Street . There (4) 100 do uble rooms and a bar and a resta ura nt. 20 sing le rooms. (5) There (6) table d'hote meal s at lunchtime and table d'bcte and .it la carte in the evening .

j . _ _ k. _ _ I. _ _

5 excha nge 9 telephone 10 exit bureau 6 women's toilet 11 coffee shop 12 infor mation 7 la undry 8 men's toilet

Now you can Identify yourself

Talk about numbers There are 27 rooms.

I'm Peter. M y name's Evans.

a la car te

exch ang e burea u exit di sabled facilities information meal city coffee sho p men's toilet course menu bar car pa rk cen tre

per sau na special street sw im ming-pool table d'h6te women 's toilet

Talk about prices

The hotel's in Park Street . The restauran t's at 23 Green St.

The cost is . The price is .

currencies Pounds Dollars Francs Marks Crowns Yen Pesetas

Listen to the cassette. Match the items with the prices . a. b. c. d. e.

Say where you are

I - EXT RA- WORDS- I

Listening two 1 child ren' s menu do uble room beer single room table d'hote menu

_

Summa ry

New words to use

2 3 4 5

_ i. _

1 restauran t 2 disabl ed facilities 3 car pa rk 4 swimming-pool

There are two bars.

Remembe r: There is a sauna .

_ h. _

£105 $1.95 £22.50 £8 950 FF

numbers eleven ' twelve thirteen fourteen fifteen sixteen seventeen eighteen nineteen

twenty thirty forty frfty sixty seventy eighty ninety a hundred

Activity Look at th ese twelve sy mbols and decide which wo rd goe s with each.

7

2

TAKING RESERVATIONS

3

DINO'S REST AURANT

-

~EEK NO. 1able Reservations

01'1'\05

for" IUI'\ch

opel'lS o closes e dOSeO on

"

,,'

.

..

DaYoe -

'

. ., . .. , .

-

Number 01

--

-

\8

-

peeple"0 .

-

-

-

----

Time-.€l-

OJ · .... •..

Name:~ -------

Listening one

Structures to practise Questions and answers in the Simp le Present ten se are for rou tines, timetables , and the everyday state of thin gs.

Listen a nd fill in the in forma tion on the note pad s.

Examples:

Language study

Does he s peak Eng lish? Yes, he does.INa, he d oesn't. Do yo u se rve lunch ? Yes: we do.lNo, we don't. Wh at time do you serve lunch ? We serve lu nch from 12.00 to 2.30. How mu ch d oes a single room cost? It costs £55.

Exp ressions to learn What time do you serve lunch ? Are you open every da y? from Tuesday to Sunday on Monday at l p m Wha t name is it?

How many for?

8

TAKING RESERVATIONS

Activity

A Answer these questions . Use short a nswers . Example: 'Do yo u serve lunch ?' 'Yes. we do.' 1 Do yo u serve d inner? No, _ _ 2 Do you spea k English? Yes, 3 Do yo u have a sing le roo m fo r tonig ht? No, -l Does th e wa ite r spea k French? Yes . _ _ 5 Does the ho tel ha ve a sauna? No, _ 6 Does th e ba r open at six? Yes ,

Work in pairs . Ask and answer questions about your routines . _

What time do yo u

How d o you What time do you

B Make questions and anSWt'T5. Example: what timel serve lu nch .. \Vhat time do you sene lunch? 12.30-2.00 .... We serte lunch from 12.30 to 2.00 .

What d o you etc ...

I What time/serve dinner 7_15-11.00 2 How much/single room/cos t

____ ._S_ll_I1_II_na_rt.-:y~---

fb5

Now yo u ca n Ask and understand time q ues tions

3 Wha t tim e/ba r open seven o'clock 4, How much/sm all beer/cos t 51.55

What time do you open? Answer time qu estions We open at 6.

New words to use a. m.

dose dosed

every day head wa ite r o'clock get up leave open go lunch p.m.

ge t up? have breakfast? leave yo ur home? travel to sch ool/college? have lunch ? go home ? d o in the evening?

Ask and answer o ther q uestions room

Hoto much does a single room cost?

se rve

It costs £55.

travel

Do yO Il speak English? Yes, I do.

Listening two

Talk about th e time I get III' at 7.30.

listen to people talking about the time .

I - EXT RA- WO RDS- I

. 'o w listen to the sen tences a nd write in th e times o n the wa tches belo w:

9

seasons

restaurant staff

titles

meals

winter spring summer autumn

Maitre d'hetel Maitre d'accuell Maitre d' Head Waiter WineWaiter waitress waiter

Mr Ms Mrs Miss

breakfast lunch dinner

ApOLOGIZING

Listening

Language study

Ma tch the questions a nd a nswers . Listen and check your an swers. 1 Could I reserve a table for two for ton ight? 2 Can I book a do ub le room for tonight ? 3 Can I reserve a table for Sunday lunch ? 4 Could J book a family room for the Christmas weekend? 5 Ca n I reserve a tab le for tomorrow nigh t? 6 Can I spea k to Me Smith in room IOl?

Exp ressions to learn

a. I'm very so rry. We d on 't open on Sundays . b . I'm sorry , sir, we 've nothi ng left. Tomorrow's our busy night. c. I'm sorry, we 're fully boo ked for ton igh t. d.Frn afraid we haven 't any rooms left that weekend . e. I'm afraid we haven 't any tables left for tonigh t. L I'm sorry, there's no answe r. Can I take a message ?

Struc tures to practise

I'm so rry. we 're fully booked . I'm afraid we haven't any left. I'm very so rry , we do n't ope n on Sundays .

w e've no thing left. I'm so rry , there's no a nswer.

In spoken English. and informal writt en English, we usually use the short forms (contrac tions) of th e verbs be. have. a nd do .

10

ApOLOGIZING

Activity

Short forms Be

we're you 're

we aren't you aren't

they're

they aren't

I ha ven't you haven't he ha sn 't she hasn't it ha sn't

we've you've

we haven't you ha ven't

they' ve

th ey ha ven't

I don't you don't he d oesn 't she doesn 't it d oesn't

we do you d o

we don't yo u don't

they d o

they don't

I'm you're he's she's it's

I'm not you aren't he isn 't she isn't it isn 't

Have I've you've he 's she's it' s Do ( do you do he d oes she does it d oes

Ask questions and give answers about thes e pictures:

_SoI_ 0f'EH1Ny

Hg/RS,

16'1Xl-2+«> ' SunMy-

~oo · 1.3 .... 16 TUESDAY

Answer these questions about you r future using : I' m going to . . . or I'll . . . 1 Wh at a re you go ing to do whe n yo u finish college? 2 Wh at so rt of job do you ho pe to get? 3 Where w ill you live? 4 Where w ill you live if th e job is far awa y? 5 How will you spe nd your first m onth's salary? 6 Are yo u going to travel to othe r countries? 7 Where do you hope to go?

eo"""" "3

ramuy

fly forget hope job journey

looks like lost money pleasant sata ry

""t To....,..·s

17 WEDNESDAY N ' \o>t ~hof' f1~t· t M -'!

to t, :1»

bean 9 beat 17 bcautv salon 21 bedside table 21 (US: nig ht stand) bedspread 24 beef 9 Mfbul'"~£'r 18 (US; hamburger) believe 23 below 7 bidet 21 bill 13 (noun) biscuit 11 (US: cookie ) bitter 6 (US: beer) blackberrv II blackcurrant 11 blanch 17 blank..: 24 blend 17 ( l'tTb ) blender 16

Bohne schlegen Kosmeriksalon

IJOOOM Xru :llU

Nachtnsch

KOf.4ohlvo

~ tJ qjh~1II.

Tage:;decke Rindfleisch Hamburger

i'.aAt'I4lU xQr~tk lTlOl' JIobtvO lI.Qfn;

~ 1 ~· qj lJJt : t

Il-"tLIJ T£>U

+ ft!,, :;,, / l - 'f -

motrt'w

-tZ,. (,11'-5

glauben unterhalb BidetJSi tzbad Rechnung

"

fJ'~ !1f~

ulOOTJtlxJj;

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1-(:} ",l,\ ~1)-a .!j

f .. :;< .nII (:tJ] .:. 7' l Il- I f!' tt't )

tt -'lH nA

olJ

WORD LIST BRITISH AND AMERICAN ENGLISH

FRENCH

ITALIAN

SPANISH

..1 nflt'r-ld assaison nernent

de bonne beure/tot e tud es/education anguille oeu f coqu etier [aun e d'oeuf urge nce

emplo yeur vid e inclure

apprecter se rense igner enveloppe ustensues (de cu isine) esc elope tous les JO Ul'S excellent bureau d e change ta uv d e change excursion exposition objet expose so rtie

,11 p ian o di sotto

scola re alla s pin a es posto a correnti d'aria vesti to condi me n to

rned iceztone toilette {il mobile )

bevande secco anar ra anatrcccolo piumone

in a n licipo

lstruzlone dnguilla UO\'O

portau ovo tuorlo e mergc nz a datore di lav oro vuoto

allegare gus tare richiedere informaz ioni b usta at trezzoru ra scaloppina ogni giomo eccellen te camblo la sso d i cambio

aba]o esc u rrir/secar a p resio n co n co men tes de at re ves ndo ali t'lo \'enda tocador bebi das SlKO

pato panto edredon

p ro nto educacion angu ila h uevo h ue vera yt'ma emergencia jefe vacio adj unta r disf rutar p rcgun ta r sob re uten silios esc alope tod os los d ias excelente cambio

cher

costoso

tipo de cambro d e dtvisas excursion exposicicn objl;'to ex puesto salida caro

experie nce e n suppleme nt

esperienLil in piu

t.'xpt"riencia t.'), tra

e leml;'nts d e co nfort

a tl rez zalu re

ins ta lacionl;'s/facilid ades

en face de

d i front e

fre ntt' a

escurslone

mostra

oggeuo esposto usota

t~,

•

:IE),UTll;li'vOlxo; s£vo..... OXE 10 "L'

xo~w rrr n

I -If 7 rH') " OJ 'I 7 )

1m

Cast

haircut 20 hairdressing 20 half 6 (pI. halves) halibut 12 halve 14 (verb ) hall porter 20 ham 8 handle 16 hanger 21 hard-belled 9 (egg) headache 23 head waiter 3

(*:j.; )

I~

,Ii 1f'i (I ) ;,t rtl

~ f'i {,f;

r

( M;J4~ )

J

WORD LIST BRmSH AND AM ERICAN ENGLISH

FRENCH

ITALIAN

SPANISH

II1lt 'n.lIKln.:J1 code 19 (phonel

mdicatif mtemanonal

prefi ssc m te m azlonale

rodigo internacional

e n tre tien inviter facture nu rnerozarn cle

colloquio invitare fattura voce

ent revtste in vita r factu re pieza

pommt>d e terre en robe des cha m ps

palata con 1.'1 bu ccia (.'II fom o)

pata ta asa da (sin pe lar ]

jewclh-rv 20 (US: je welry ) lob 27 [oint 13 (US: ro ast)

bijouterie travail r6ti

gioielll lavoro ar ros to

trah ajo

a-ado

[ouencv 27 lu icv 12 jUlientll' 17

\'oya~ e

vtagg to

viaje

jutoux julienne

succoso tag llare a bastonci n i

[ugoso juliana

kt't.'r 16 (t't'rl» kt't'p-lil 20 (Ilolm)

ga mer gymnastiqu e

te ne re

gua rder

il ma nte nersi in forme

(gimnasia de ) mantenlmi en to

chteve carte di eccesso ai servizi rognone cucina impastare coltello

Have

inn. n (\~

2M

(I/tlIlIl )

m\lh' 28 tnt OK+! 26

item 14

jo yerf a

k", 5 card 5 kldnev J.l, kitchen 16 knead 17 kn It' 13 (1'1. kn iI't"S)

de

l..t'\

fiche d 'horel rognon cuisine pe trir couteeu

I. :>oil 10

e tiquette lou ch e biere blonde

e tichena

e t iqueta

mestolo

cucharon

birra chia ra

ol ~n eau

egn elto

lampe grand retard blanchis sa ge di sposition qui tter poireau gauche [arnbe citron lentilles let tre laitue

lampada gra nd e in ritardo lavanderia lr npagina zione pa rtire

ce rveza rubia co rdero lampara gra nde con retraso lavanderia dlseno/composlcion marc ha rse pUt:'rro izq uier da piema lim6n

I.

Ul-XvU

l: fJ !:. fJ , llfLtf

Of t m fjQ £o la

. '/ - -1' D RIl1lll'*' ( ~ D(1) *, - 7 - )

, 00

t,!~

JU' m ltMHa

t4'!Jt or

X(J flllLUOl

(1VOI1.tO;

'''of- .f llIlM;-HI , JllI 1H

Olt£ (l ~ 11

verse r

versare

crevette preferer lieu x preparer rep asser prece den t profiteroles

gamberetto preferire in loco prep arare sti rare

precedente profi teroles

cerdo oporto botones porci6n posid6n correos patata ave s verter garnb a preferir en el mismo edlf icio preparar presionar anterior profiteroles

prullt' 11 p u ree 17

prun eau puree

prugna secca purea

druela pasa p ure

quarter 7 qUl'ry 26 (n'm) guit't 18 quite 12

qua rt d emand er une explication IranquiUe assez

quarto mettere in d ubbio sllenzioso piuttosto

cu arto poner en du da tran qui lo bastante

radish 9 ra ~uu t 17 railwa v 22 rare 9 ' (for stt'tl'k) rarelv 7 ra.\ln ;>.

,

sausage 18 sa u te "17 scales 17 scallop 14 scampi 9 score 17 (verb) sea bream 12 seasoning 14 sed iment 10 sec to 24 (verb) serious 23 serve 3 service charge 26 settle 25 (- the bill) settle for 9 sew 20 sewing kit 24 sha ke 7 shaker 7

xUQ'W lTrACt,ov QEAl~

(lTlxuvmtll ocxrcc ue AaxaVlxu) ElTtblOQ8wvw EJtaVaAU~~uvW

ilfll-t ,:;

N ',T {,

ecncrootou

",..le ry 27

Mnd 'Wi(t,:; 9 -Hj ( ~) lIlI~H

it"~

jl,1'(lio

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