Highly recommended english for the hotel and catering industry workbook

UNIVERSITY PRESS

Great Clarendon Street, Oxford 0X2 6dp

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ISBN-13: 978 0194574655

Printed in China

Illustrations by: Kathy Baxendale pp 15, 22, 25, 53; Emma Dodd pp 5,43, 50;

Mark Duffin pp 6, 7, 8,17,19, 20, 26,28,29,34,44,46, 51; Hany Venning pp 12, 30, 36, 40, 48

The author and publisher are grateful to those who have given permission to reproduce

the following photographs: Alamy pp 4 (imagelOO), 9 (World Religions Photo

Library); Anthony Blake picture Library pp 18,22,24; Getty Images pp 10 (P.Avis), 14 (B.van der Meer), 15 (Photodisc Red), 16 (Photodisc Green), 32 (G & M.D.De Lossy), 33 (R.Burke), 36 (P.Seaward), 44 (V c L /C.Ryan),56 (D.Robb)

22Facilities for the business traveller 46

Taking phone calls

2 Use each verb oncetocompletethe sentences.

1 Use the clues to find the missing word.

speak book reserve connect have tell

help make take

1 You reservethis for your car (7,5) 2 A room fortwo people.(6,4)

3 There isn’t an answer Take a (7) 4 Youcanseecheck-ininformationhere (8,6)

5 Itmakes paper copies of information from your computer (7) 6 Another verb for book (7)

7 You key in information onthis.(8)

8 Receptionists phonecallers with rooms.(7) 9 People often pay by (6,4) 10 Hotel guestsarrivehere.(9)

11 Mr Schmidt's room is502.(6)

1 Goodmorning.

Howcan I help you? 2 Could I a parking

space for tomorrow? for tomorrow night.

9 Can I your name, please?

3 Underline the correct form 1 Can!II'd like takea message? 2 Could!/ I’dlike haveyourname? 3 Could 11 I’d like tomake a

room reservation.

4 Could 11 I’d like reserve a double roomfor tomorrow night? 5 Can I! I’d like helpyou? 6 Can 11 I’d like a cup of coffee 7 Could 11I’d likereserve

a parking space?

8 Could I/I'd like to book a room for tonight.

9 Can II I’d likea double room 10 Could!/ I’d /ípespeak to the

manager, please?

4 Unit 1 Taking phone calls

2Giving information

1 Use one word fromthe box to make hotel and restaurant facilities bar menu desk TV

room facilities bureau park

cuisine access pool conditioning

car park exchange The Hotel Feliz has 50 bedrooms with air-conditioning, Internet access, and satellite TV The40-seatrestaurant serves internationalcuisine The rooftopswimming pool opens in summer Shops and exchange bureau in the hotel lobby Disabledfacilities throughout the hotel 1 Thereare 150 bedrooms onfive floors true/false 2 There’s air-conditioning in the hotel true/false 3 There’sInternet access in all the bedrooms true/false 4 There isn’t satellite TV in therooms true/false 5 There are 40 seats in therestaurant true/false 6 There aren’t any shopsin the hotel lobby true/faJse 7 There’s an exchange bureau true/false 8 There isn’t a swimming pool true/false 6 Unit 2 Giving information 2 Look atthe picture and readthe hotelinformation Thenunderline trueor false in sentences 1-8 3 UseIs there?/Are there?, Thereis/There are to complete the dialogueabout the Hotel Feliz woman: Hello, rd like some information dreihefe 1 any disabled facilitiesin thehotel? receptionist: Yes, 2.We have roomswith disabled facilitiesand 3 disabled facilities in the barandrestaurant too woman: Good 4 acarpark? receptionist: Yes, 5 alarge car park.Guests canreserve a parking space overthe phone woman: Right 6 a swimming pool?

4 Match phrases 1-10with facilities a-j In ahotel, where would you ?

5 Correctthemistakes in italicsinthe text abouta restaurant.

2 change money b the shops 3 go for aswim c thebedroom

5 ask for information e the restaurant 6 havea drink f thelaundry

7 send your dirty clothes g theexchange bureau 8 park yourcar h the information desk

10 usethetoilet i the car park

EATING OUT

The restaurant is m at 1 the topof a tower

at 2HongKong The tower has

3 250metres high.They 4

are ISO seats in the restaurant.Thereare

5.also acocktail café 6.

The restaurant has an à lacarte card 7

and serves international kitchen 8.

There is 9 ten waiters and waitresses Thereis a parking 10at the bottom of the tower.

6 Matchthe numbers in the pictures with thewords.

threehundred 9.9.9 twenty

3Taking room reservations1 Underline the odd oneout.

1 Monday Tuesday tomorrow Saturday 2 single sauna twin suite

3 guest husband daughter wife 4 breakfast departure lunch dinner

5 air-conditioning carpark restaurant reservation 6 Sunday September Wednesday Friday

7 morning afternoon tonight evening 8 voicemail email telephone arrive

2 Complete the questionsandanswers with

3 Make questions withDo/Doesusing the information in thepictures.

] Doesthe hotelhave arestaurant?

2

8 Units Taking room reservations

4 Completethe hotel information with at, on, in, from to.

HOTEL: FELIZ

Informationfor ourguests

• Breakfast is served frọ.ĩĩ) 1 7.30

6 Find seven more familymembersin thepuzzle You canread some from left to right (-»,some from top to bottom (xL), and somediagonally (z).

2 10.00 in the restaurant.

• The restaurant is open 3Lunchtime 4 12.00 53.00 • 6 the evening, therestaurantis

open 76.00 Last orders are 810.00.

• 9summer, the terrace restaurant is open 10the evenings.

• The shops in thehotel lobby are open weekends but the exchange bureau is closed Saturday.

12 • 13July andAugust,

theswimming pool is open 14 8.00 15 20.00.

• We regret there is nolaundry service Sundays.

5 Rewrite theemailusing the full form of the abbreviations.

File Edit View Insert Format Tools Actions Help

Re your request for six doubleroomsin August Pis cfm in writing with datesasap.

4Taking restaurant bookings

1 Match the two ways of talking about the time 3

1 c three fifteen a twenty pastsix 2 eight thirty b five to five 3 twelve forty-five c quarter past three 4 nine ten d twentytothree 5 one thirty-five e half past eight

7 four fifty-five g quartertoone 8 two forty h twenty-five to two

Look at Steve’snotes for June/July Then complete sentences 1—8,writing the dates in full.

SundayJunazỊ- ỷùnùílỉ, work, TuesdayJunA ZỊ -father’s birthday

Tridayjune zb -Alan, bn Manzhes-I

2 Readthe text Then make questions and responses from theprompts.

My name’s Steve I’m a chef in a busy restaurant in Manchester It opens from Tuesday to Sunday I start work at 10.30 a.m each day The restaurant opens at 12.00 for lunch and closes at 4 p.m It opens again at 7 p.m for dinherand closesat midnight I finish work at 1 o’clock in the morning The waiters and waitresses start work at 11 a.m and finish at two in the morning.

Whattime /Steve /startwork? 4

I Steve finishes work

onthe 23rdof June.

2 Hisfather’sbirthdayis

3 His brother, Alan,arrives in Manchester

4 They start theirholiday

5 They finish their holiday

Tuesday Jodyy — holiday Thursday July 1G — house,

SaturdayJuly 1S - start at newjob

MondayJuly zo- oyeninj niyht

Friday July Z4 -yay day

1 Where /Steve/ work?

Where doesStevework? 6 Steve startshis new job

when /restaurant/ open?

open/ Tuesday /Sunday

Whattime/ open / lunch?

start /10.30

7 The newrestaurantopens When / restaurant /close?

close / midnight

8 His first pay dayis

When/ waiters /finishwork?

finish work/two in the morning open / 12.00

10 Unit 4 Taking restaurant bookings

4 Use the clues to find themissing

1 Thethird month of the year (5) 2 The firstday of the weekend.(8) 3 The eleventh month (8)

4 ChristmasDayis 25th (8)

5 The middle dayofthe week (9) 6 A spring month inEurope (5) 7 The month between June and August.(4) 1 Ienjoythe theatre I oftenI never go on Saturday night 2 Heworks very late He always Irarely finishes beforemidnight 3 Guests alwaysarriveby car Theyoften I never arrive by tram 4 I love coffee.I alwaysI neverhave it for breakfa 5 Guests neverIoftenbookadjoining rooms for their children 6 My brotherlives intheUS I always / rarely seehim 7 Sometimes / Never I study and sometimes I alwc Imeet my friends 8 Reception staff always! never say Goodmorning toguests 9 The barisn’t busy.It often / never closes early 8 The day afterMonday (7) 9 The day beforeFriday.(8) 10 Theweekend starts on night!(6) 11 The only monthbeginning with the lettero (7) 12 New Year’sDay is 1st (7)

6 Make words from the lettersinitalics to complete thesentences 1 Can you meetme atemithcluril ỉụĩiẹ.fy.ị.f.!ĩ.e

2 I vreendrink alcohol .

3 Weoftengo to Spain foralaydohi

4 The new barspeno on Saturday .

5 The restaurant is lufyl dekoob tonight

6 The tuscmoer wants atablebythe window .

7 Theyrevesdinner from 7.00 to 10.00 .

8 We havea tellacnacion for tonight .

9 My mayfil fivein Turkey

10 I’d like to make a tablenoitservare, please .

Unit 4 Taking restaurant bookings ị 11

Giving polite explanations1 Matchthe phrases to make politeexplanations.

I’mafraid we don’t have anything left for I’m sorry, the restaurant is

Unfortunately, we’refully booked at I’m sorry, therearen’tanyparking spaces I’mafraid we onlyhave abathroom Unfortunately, we’re closed I’m afraid the swimming pool

I’mafraid there aren’t any twin roomsleft.

Match therequests with the pictures Then write an appropriate response I’d like to go for a swim Could Ibook a double room for tonight?

Can 1speak to Nadine in reservations, please?

I’d likeaparking space, please Do you havea table for 9.30?

Could Ispeak to the manager? in a meeting

3 Rewrite theverbs in theshort form.

1 I am I’m6 you are not 11 we cannot 2 weare 7 here is 12 I cannot

4 they are 9 there isnot 14 he doesnot 5 he is not 10 there are not 15 we do not 12 Units Giving polite explanations

4 Complete thesentences usingthepositive or negativeshort forms oftheverbs in brackets.

1 It lịỉĩ.Ị (be) Friday today.It’s Saturday 2 She (do) work onSundays.

She works Monday to Saturday.

3 I’m afraidwe (do) haveany rooms left for tonight.

4 Ofcourse, guests (can) usethe swimming pool today.

5 The manager (be) in his office He’son holiday this week.

5 Readthe emailconfirminga customer’shotel

reservation Then putthe sentencesin thecorrectorder.

]] Elle Edit view Insert Format Tools Actioos Help

6 Here’syour key You (be) in room354 7 We (can)take table bookings for the

weekend We’refullon Saturdayand Sunday 8 I’m sorry, there (be)any adjoining

rooms left.

I have reserved a parkingspace in the car park for you,

Theroom has disabled facilities Wearevery pleasedto confirm your reservationfor a double room for three nights from 2ndMarch Thank you very muchfor your email We look forwardto welcoming you to the

1 Your phone on the move? (6,5) 3 The meal in the middle of the day (5) 5 Can’ in formal, written English.(6,2) 6 Theopposite of refuse (6)

7 Saturday and Sunday (7) 9 A roomfor one (6,4) 10 Respond to a question (6) 11 An alternative to a shower.(4)

12 Cm afraid we’refull We don’t have

left for tonight.(8)

1 Around 3 o’clock in theafternoon.(3-9) 2 Say no to arequest.(6)

4 When you aren’t openyo u’re (6) 6 The children are in the room (9) 8 We thatweareunable to confirm

your reservation (6)

Units Giving polite explanations 13

2 Completethe jumbleddialoguewith my,your,his, her, our, ortheir.

a Yes, we have ỵ.ỌỈ!ĩ1 reservation, Mr Vassili Pleasecomplete this registrationcard.Could I have 2passport?

b The fourth floor,OK.

Thank you.We’d like tohavedinner inthe restaurant thisevening.

Thereceptionist asksthe guest to fillinthe

Theguest 5 the card including hishome address Mywife is meeting 3 sisterhere.

c Certainly.Carlos,pleasehelp Mr and MrsVassili

with 4luggage 5 room number is 436 d That’s right, sir Aparking space is reserved forthreedays The carpark

The 6asks for his passport.

attendantcanhelpyou 6 name’s Michael Andhere’s 7 key card 8 room number

is436.It’s on thefourthfloor.

The receptionist givesthe guest his 7 and room number.

e Good evening My name’s Stavros Vassili.

You have areservation for a double room for meand 9 wife, f Here it is I alsomade a reservation fora parking space for

The 8 helps the guest with his luggage .10car.

g Yes,please Atablefor three

Can we have help with 11 luggage? h CanI reserve you a table?

3 Now put the sentences in the dialogue in thecorrect order 1 |~ẽ~| 2 I I 3 I I 4 I I 5 I I 6 I I 7 I I 8

14 Unlt6 Receivingguests

5 Look atthe picture Thenread the sentences and underline true or false.

GROUND FLOOR

1 Theshopis opposite the exchange bureau trne/false 2 Thebar is next totherestaurant true/false 3 Thecafe is in the businesscentre true/false 4 The fitness centre is opposite therestaurant true/false 5 The information desk is behind reception true/false 6 The meeting roomis on theground floor true/false 7 The lifts are next to the shop true/false 8 The cloakroom isnext to the lounge true/false 9 Thehair salonisinthefitness centre true/false 10 The swimmingpool is onthegroundfloor true/false

6 Find ten more check-in phrases in the puzzle You can readsome from left to right(—>), some fromtop tobottom(Jz),andsome diagonally (71).

Servingin the bar

1 Underline the correctform.

1 Wouldyou like IShall Ĩ ice and lemon?

2 Can Ỉ have/ Would you like two largebeers,please? 3 Could I/ ShallĨchargethisto yourroom?

4 Can/have/ Would you like your key card, please?

5 Would you like/ Could WEhavesparkling or still mineral water? 6 Shall I/CouldĨ havea drywhite wine and aMargarita? 7 Could I have / Wouldyou like draught orbottled beer? 8 Can wehave! Shall lour drinks inthegarden?

2 Match offers1-8withrequests a-h.

1 d What can Igetyou? a Alarge one, please 2 Can [ have a large whisky, please b Sparkling orstill? 3 Would you like large orsmall? c Here itis.

4 Could1have your roomnumber? d A glass ofredwine, please 5 Shall1 charge this to yourroom? e Would you like ice? 6 Would you like iceand lemon? f No,thanks I ’llpay cash 7 Can I have your key card? g It’s 22.

8 Can 1 haveamineral water? h Just ice, please.

3 Useadjectivestodescribe the drinks.

Some adjectives can beused more than once.

4 Underline the odd one out.

1 dry still sweet medium dry 2 soda tonic cocktail gingerale 3 beer brandy rum vodka 4 port gin sherry vermouth 5 Riesling Chablis Merlot wine

6 orange juice bacardi mineral water coke 7 Guinness Budweiser Margarita SanMiguel 8 sparkling large small double

3 spirits

4 water

16 Unit 7 Servingin the bar

5 Completethedialogues using the picture prompts.

1 BAR staff: What canI get you?

CUSTOMER- One large beer> and avodka and tonic 1 please BAR staff: Wouldyou like 2 in the vodka?

customer: Yes, please Howmuch isthat? BAR staff: 3 euros,please.

2 BAR staff: Good evening What can Igetyou?

customer: 4, please.

BAR staff: Wouldyou like 5?

customer: Dry,please.

BARstaff: And would you like 6?

customer: alargeone,please Howmuch isthat? BAR staff: 7euros, please.

3 BAR staff: What wouldyou like to drink?

customer: 8, please.

BAR staff: Would you like 9?

customer: Still,please.

BARstaff: And 10?

customer: Just asingle, please Howmuch isthat? BARstaff: 11 euros,please.

Afortifiedwine (8)

It’s usually made in a shaker (8) A fruit drink (6,5)

Thespiritin a Margarita (7)

San Miguel isatype of (4) Acolourlessspirit (5)

A good mixer with brandy or whisky (6,3) Drink it dry,mediumdry, or sweet (5,4) Alemonsoftdrink (8)

Gin and (5) Afortifiedwine from Spain (6) A spiritfrom the Caribbean (3)

Unit 7 Serving inthe bar 17

1 Use each,word once to make cocktail ingredients andequipment lemon sugar ice sauce olive

juice spoon shaker cubes

1 lime 4 ice 7 slice of 2 bar 5 green 8 Worcester 3 cocktail 6 crushed 9 caster

2 Putthe instructionsfor making aCubaLibreinthe correct order Then pour in 1 measureof light rum.

Next,garnishwithaslice oflime Thenfill the glass withcola First, fill ahighball glass with ice Finally, serve with astraw.

Next, add the juice ofhalf alime and stir well.

3 Underline the correct verb.

1 Mix J Squeeze the liquids withabar spoon 2 Stir/ Squeeze some fresh lemonjuice 3 Shake/Strainthe liquid into a glass.

4 Fill /Shake thecocktail shaker with crushed ice 5 Add! Serve l’/2 measuresoftequila.

6 Squeeze/ Pour the cocktail into a glass.

7 Serve! Chillwith astraw 8 Strain/ Stirwitha barspoon.

9 Shake/ Pour well to chill the liquids.

10 StirIGarnishwith a cherry.

4 Match a phrase fromeach column tomake cocktail ingredients.

2 the juice of b of sweet vermouth

5 Readtheingredients and look at the pictures Then writethe

6 Complete thecrossword using theclues below.

4 It chills yourdrink (7,3)

6 You can a cocktail with cherries, olives, and lemon (7) 7 Arum-based cocktail.(4,5)

9 Finally, stir with a (3,5) 10 Whisky, vermouth, and bitters makea (9) 11 The liquidof a small green citrusfruit (4,5)

9Takinga foodorder

1 Make words from the lettersin 2

italics to complete the menu.

Starter menu

basil andatotmol soup

ị* rednonio1tart

shorn urom* pâté

Í* ku cd's 4 liver pâté

ị* slemou5 marinière

goat’s cheesedasal6

Name thefood items and add themto one of themenus Some items areon two menus.

3 Find five more mistakes and correct them Tick (✓)the correct sentences.

1 Would you like to ordertheaperitif? 2 I’d like a Daiquiri, please.

3 Would you like to see the dessert menu?

4 I’d like to book the table for five on Saturday evening 5 What’sa soup of the day?

6 We’d like a beer and two Cokes,please 7 Would you like to seeawine list?

8 I’d like an eggsandwich andthepot of tea, please 9 I’llhavehalfthebottle of Merlot, please.

10 Would you like a double ora twin room?

4 Labelthe words: c for countable nouns,ufor uncountable nouns, and c/ Ưfor nouns that

can beboth.

tea glass ofwine water double whisky

5 Make questions and answers using fl/an orsome.

1 Would you /wine? Justglass I Chablis 2 Wouldyou Iaperitif?

Yes Igin and tonic.

3 Can 11 change / money here?

Yes There’s I exchange bureau / lobby.

4 Could weI mineralwater?

Would you Ilarge bottle Ismall bottle? 5 Could 11 sandwich I orange juice?

WouldyouI ice I your orangejuice? 6 Could you / call I taxi?

Certainly.Would you/ help /luggage?

Would you like some wine?

Just a glass of Chablis.

6 Put thesentences in the dialogue in the correct order a waiter: Here’s your table CanItake yourcoats?

b man: Yes I’d like a whisky sour and my wife wouldlike a vodkaand tonic c waiter: Brezina Tablefortwo at 8 o’clock.

Come this way and I’ll show you to yourtable.

e waiter: Here’s themenuandwine list Would you like an aperitif?

g waiter: Whisky sour, vodkaandtonic Fine And thesoupof the day is French onion h man: Good evening We booked a table for two.

The nameis Brezina i 1 waiter: Good evening.

7 Find ten more meat and fish wordsin the puzzle You can read somefrom leftto right (-», somefromtop to bottom (Ỷ), and somediagonally (71).

10Desserts andcheese

1 Match aword in eachcolumn to makepopular desserts.

8 French apple h sorbet

2 Read the sentences and underline true orfalse.

1 Cheddar isa hard cheesefromBritain trtve/false 2 Roquefort is ablue cheese fromItaly true/false 3 Manchego is a softcheese fromSpain true/false 4 Dolcelatteisasoft blue cheesefrom Italy true/false 5 Gouda is a hard cheesefrom theNetherlands true/false 6 Danish blue isa hard cheese from Denmark true/false 7 Gruyère is a hard cheese from France true/false 8 Mozzarella isa soft cheese from Italy true/false 9 CamembertandBrieare soft cheeses from France true/false 10 Parmesan is a soft cheese from Italy true/false

3 Label the countries 1-10 onthe map of the world.

22 UnitlO Dessertsand cheese

4 Completethe tableof countries, nationalities, and languages.

5 Completethe dialogue usingSO me orany.

MAN: Do you have 1 ice cream?

CountryNationalityLanguage STAFF: Yes There’s vanilla, chocolate, and strawberry Brazil BrazilianPortuguese man: I’d like * *2 * chocolate and vanilla,

4 left 5 fresh fruit

Morocco Arabic staff: Would you like 6 more wine?

your dessert?

The United States American man: I don’t want 8, thanks Kate?

woman: An espresso,please.

6 Use the cluesto find the missing dessert A smallblack fruit (12)

Ablue cheese from Denmark (6,4) A hard Spanish cheese (8)

The flavour ofwhite icecream (7) A small, soft,red fruit (9)

A popular American/British dessert (5,3) A soft cheese from France.(9)

Thecheeseused on pizzas (10) Freshfruit dessert.(5,5)

A gooddessertfor a hot day (3,5)

11Talking about wine1 Match adjectives 1-8withtheữopposites a-h.

2 Put the words in the correct order.

1 ItalianIlight /wineI Frascati /is/a /white

Frascatiis a light Italianwhite wine.

2 dry/ is/ white / Pinot / Grigio / wine / a

3 Champagne / Cava / and / sparkling /wines/ axe

4 wine/non-sparkling/is/a/Riesling

5 Portugal/ from / Port / wine / is /a/fortified

6 red /full-bodied/is/a/ Merlot / wine

7 smooth /St Emilion / wine /is / a / Bordeaux

8 white / is /a/ German / Riesling / wine

3 Complete the table withthe comparative forms oftheadjectives.

24 Unit 11 Talking about wine

4 Compare thedifferentwines using -er than, more than, andnot as as.

1 French Merlot/ expensive /Chilean Merlot

French Merlot ismoreexpensive than Chilean Merlot.

2 Champagne/famous/Cava and Sekt

3 Sauvignon Blanc/sweet / Pinot Grigio

4 St Emilion / smooth /a cheap Bordeaux wine

5 Sauvignon Blanc/dry/Chardonnay

6 Chardonnay / not light / Frascati

7 Other sparklingwines /notexpensive/ Champagne

8 ABordeaux wine / full-bodied/ a young Beaujolais

9 A good claret /good/acheap red wine

5 Answer the questionsusing themap 1 Where does port come from?

Port comes from the north of Portugal.

2 Where is sherry produced?

3 Where isthe Riojaregion?

4 Where is Bordeaux produced?

5 Where does Beaujolaiscome from?

6 Where is theBurgundywineregion?

7 WhereisChampagneproduced?

8 Wheredoes Riesling come from?

9 Where isthe Chianti region?

10 Whereis Frascati produced?

6 Complete the crossword usingtheclues below.

2 A restaurant’swine selection (4,4)

4 Thiswinetastesbad Perhapsit's

5 St Emilton is a wine (8) 7 The countrywhere Chianti and Frascati

6 Apieceof paper attached to a wine bottle, with informationabout it (5)

10 Youserve red wine at temperature (4)

Unit 11 Talking about wine 25

12Dealing with requests

1 Use Could I/Couldweto make requests fromthepictures Thenunderlinethe correct form in the response.

I GUEST' Could youorder a taxi for room 234,please?

staff: ru orderone/somestraightaway.

staff; I’llgetyouone! some.

2 Make responses to the sentenceswith FUget some!one!another/some more.

1 Wedon’t haveanybread left, /’//get somemore.

2 Table6doesn’t haveany menus.

6 My knife is dirty.

7 Excuse me Themilk is nearly finished.

3 This bottleof mineral water is warm 8 Can Iseethedessertmenu?

4 There isn’t any salt ontable11 9 Table 3 would like extra toast.

5 Some cheese wouldbenice 10 Mrs Kruger wants a pen forthe bill.

26 Unit 12 Dealing with requests

3 Put the sentences in the telephonedialogue in the correct order a reception: I’ll askhousekeeping to get you some more.

.//■

— guest: We’d like abottle ofmineral water, twoglasses, and aselection of vegetarian sandwiches Thank youvery much.

c reception: In304?I’m very sorry.I’ll speak tothem straightaway.

d guest: Thankyou One last thing Can [order drinks and sandwiches from you? e Ỉ reception: Reception Howcan I help you?

— guest: OK, I’ll wait for housekeeping before I take a shower.

Also, I’m sorry to complainbut the people in304are ver}' noisy g reception: Certainly I’ll sendsometoiletries up to your room.

h guest: Thank you Andour bathroom towelsare very wet i reception: If yougiveme your order,I’ll pass iton to room service i

— guest: Hello.It’sMrs Beneto inroom303 Can wehave somemore soap and shower gel, please?

4 Completethe words.

THE CUSTOMER CARE CODE

■ AlwaysIV I C 0Me

customers with a smile.

*1

■ A s e 2 the phone quickly.■ Apo o i e3 for any delay in

5 Findeleven moreuncountable nouns in the puzzle You canread some from left to right(->),some from top to bottom (Ỷ )>and some diagonally (71)

answering the phone.■ Always be p I t 4 and

f i n ly5.

■ Use the customer’s n m 6 whenyou talk to them.

a Takespe I I7 care of peoplewith particular needs.

a Don’t keep people w i ing10long.■ o at waiting guests.11

Unit 12 Dealingwith requests I

a thinslices ofwhite bread, raspberries, andsugar

b chilli, tomatoes, garlic,basil, pine nuts,and pasta c egg whites, and icing sugar

d tarragon, shallots, vinegar, drywhite wine, egg yolks, butter,andsalt and pepper e layers ofrice, onions,mushrooms, salmon,

andhard-boiled eggsin puffpastry

f egg yolks, lemon juice, butter, and salt and pepper g half a lobster,king prawns,scallops,and mussels

2 Answer the questions usingthe prompts 1 What isice creammade from?

• cream/eggs/sugar

6 What vegetables doesthevegetarian bake contain? • aubergines/tomatoes/onions/broccoli/mushrooms

It’s madefromcream, eggs, and sugar.

2 What does a continental breakfast consist of? 7 What arepancakesmadefrom? • fruitjuice/croissant orbread/jam/butter/coffee • eggs/milk/flour

3 What does themixed seafood dish contain? 8 What does the chef’ssalad consist of? • lobster/prawns/scallops/mussels • green salad/tuna/olives/tomatoes

4 What does a Margarita consist of? 9 What’sthesalad dressingmade from? • tequila/triplesec/limeandlemon juice/ice • olive oil/wine vinegar/mustard

5 What is summer pudding made from? 10 What does the penne arrabiataconsist of? • bread strips/raspberries/sugar • pasta/chilli/tomatoes/garlic/basil/pine nuts

28 Unit 13 Describingdishes

Removethe crusts from somethin slices of white bread.

The crusts areremovedfromsome thin slices o white bread.

Cut each slice into three or four pieces.

3 Put some of the bread stripsaround apuddingbowl 4 Stew theraspberriesin the sugar for afew minutes 5 Add the fruit and some of the juice to the pudding bowl 6 Cover thefruit withmore bread strips.

7 Pour overthe remaining juice.

8 Put aweightontopof the bowl and place it in the refrigerator.

4 Rewrite the Passive sentences as instructions forhow tolay a place setting 1 A clean tablecloth is put onthe table

Put a clean tablecloth on the table.

2 A knife and fork are put inthe plateposition.

3 A napkin is folded and placed on a side plate.

4 A dessertspoon and fork are brought with the dessertmenu.

5 A wine glass is placedabovethesoup spoon position.

6 Saltand pepper are put in thecentre of thetable.

7 A flower arrangementand acandle areplaced by thesalt and pepper.

5 Use the dues to find themissing wine, perfect with seafood.

4 Agoodlightsauce for fish (11)

5,6 This fish dish is usually served as astarter (6,6) 7 Another piece of cutlery for eatingfish (4,5) 8 A popular royal shellfish for starters and main

courses (4,5)

9 Asauce often served with cod (6)

14Dealing with complaints1 Match thepictures with

2 Completethe complaints withthe bestanswer.

1 You’ve given US the rooms Weasked for adjoining doubles I a bad b right c wrong d good

2 Sorry,thisbreadis really

a stale b fresh c good d flat

3 This is room 409.Ourbathroom isabsolutely a unmade b filthy c dirty ddusty

4 These vegetables are really They have no taste at all a new b vinegary c cold dtasteless

5 Excuseme I can’t eat this soup -it’stoo a warm b tasteless c salty d flat

6 Are you the reception manager? One of yourstaff was very to me today.

a rude b friendly c bad d dirty 7 TheTV in ourroomis

a dust}' b full c broken d torn 8 This meat isso that it’s difficult to cut.

a tasteless b tough c cold d stale

9 Our roomis very because of the street traffic.We can’tsleep I

10 Thiswine tastes I think it’s corked a vinegary b salty c tasteless d flat

3 Matchresponses a-j with the complaints in exercise 2.

3 I’m very sorry I’llspeak to housekeeping straight away.

I’msorry.I’ll speaktothewinewaiter who will replace it foryou I’m sorry CanÍ get you a salad instead?

I’m sorry I’llchange themstraightaway.

I’ll askmaintenancetosortit out for you immediately I’m sorry Wouldyou like to chooseanother soup? I’msorry I’llgetyou some fresh bread.

1 can move youto a room at thebackof the hotel I do apologize.I’ll speak to the person concerned.

I’m sorry I’ll speak to thechef.Would you likesomething else?

30 UnltlA Dealingwith complaints

4 Completethe sentenceswith the verbsin the Past Simple tense,

1 They ordered (order) a bottleof red wine 2 The waitress (open)thebottleof

3 The waiter (take) theirorder 4 Theguests (arrive) at 10p.m.

5 The restaurantmanager (speak) tothe chefaboutthecomplaint.

6 The manager (lookinto) the complaint about his staff.

7 The receptionist (smile) at thenew guests.

8 Theguests (leave) afterbreakfast 9 The guest (give) the waiter her key card 10 They (reserve)atable for dinner

at 8 p.m.

11 They (meet)their friends after work 12 The bar server (shake)thecocktail

5 Complete theletter with theverbs in the Past Simple tense.

give receive not be not want book be wait speak take arrive make complain

Dear Sir/Madam

I would tike to complain aboutthe recent poor service which I .1 at your hotel.

When we 2 on Saturday afternoon, our room 3ready forUS Then the receptionist 4 US the wrong room withouta balconyorshower She 5 to change the room forUS butI insisted.

1 6 a table for dinner when 1 7 our room reservationbut we 8 morethan half an hour for atable Thewaiter 9 ourorderand we then watted anotherthirty minutes for our food The foodwas not good The meat 10 tough and thevegetables watery and overcooked 1 11 to the waiter and then 1 12 withtherestaurant manager, who was unsympathetic.

I remain anunhappy customer.

7 Meatthat is difficult to eat (5) 11 Wine thatistooold.(8) 12 Toomuch salt (5) 13 Toomuch HiO (6) 14 The oppositeof polite.(4)

1 Cooked fortoo long (10) 2 Covered in dust (5)

3 Green beans can be like this (7) 5 Champagnewith no sparkle (4) 8 Another word forloud (5) 9 Not working.(6)

10 Certainly not fresh (5)

Unit 14 Dealingwith complaints 31

15Jobs and workplaces

1 Look atthepictures Then complete the sentences with jobs, andresponsible to or

sous pastry chefde commis kitcherchef chef partie chefs (3) porters (

13 theheadchef 14 Theyarethe sous

,the chef, thechef de partie, three (é.„ chefs, and two kitchen

2 Match the jobs withthe responsibilities.

JOBRESPONSIBILITY 1 c reception manager a menus and the kitchen 2 restaurant manager b luggage

3 housekeeper c front office

4 head chef d guests’ questions andrequests 5 cashier e baking bread andcroissants 6 receptionist f bedrooms and linen 7 reservations clerk g helping the souschef 8 porter h the restaurant staff rotas

9 room attendants i reservationsbyphones andemail 10 pastry chef j moneyandbills

11 commis chef k preparing vegetables

12 kitchen porter 1 cleaningrooms and makingbeds 32 I Unit 15 jobsand workplaces