... asking people to wait.
A: Would you mind holding please?
B: OK.
A: May I put you on hold while I find out for you?
B: That’s fine.
A: Would you mind holding while I check that for ...
For example: Plaza Hotel, good morning. Leo speaking.
b) Say the time of day first, the name of the business and then your name.
For example: Good morning, Plaza Hotel. Leo speaking. ...
Elementary EnglishforTourismandHospitality
LESSON 1 – Taking a reservation over the phone
STUDY NOTES
Characters
Leo: Receptionist
Mona: Guest
Jack: Guest
The story
Leo is taking...
... the meaning and pronunciation of these words in your dictionary.
credit card double repeat
both expiry welcome
2. Vocabulary practice
Write the correct word from the box above in each ... say _______________ 7?
6. Are you paying by __________ _________Professor Webber?
3. Language practice - Asking for Clarification
Read the following short dialogues out loud.
1. A: ... repeat that please?
A: 8869 6719 9908 6683
2. A: 0003 0078 2278 3308
B: Would you mind saying that again please?
C: 0003 0078 2278 3308
3. A: 5526 4671 9802 8892
B: I’m sorry, I didn’t...
... the meaning and pronunciation of these words in your dictionary.
reservation lovely lobby
moment rear view
quiet together not really
facing I don’t mind like
2. Grammar
Write in, on ...
Practise saying this chant out loud.
Can I help?
Can I help?
Can I help you?
Of course, of course
Of course, Madam
I’ll see what I can do.
Answers: 2. 1) at 2) on 3) in 4) at 5) in 6) on ... rooms six-eleven and six-twelve.
6. The lifts are down the corridor and ____ your right.
3. Jumbled sentences - Offering help.
Rewrite the sentences with the words in the correct order....
...
___________________________________________________________________________
3. Matching – Both and just
Match the first part of the conversation with the correct response. Practise saying them with your friends.
1. Would you mind waiting just a minute?
a. ...
Look up the meaning and pronunciation of these words in your dictionary.
anything else I’ll see to it right away
iron tea-making facilities
alarm clock kettle
2. Writing sentences – There ... Excuse me. I need to book a taxi.
f. Both of the buses will be here in 10 minutes.
Answers: 2. 1) There’s (some) tea and coffee in the cupboard
2) There are ten guests in the lobby. 3) There’s...
... vocabulary
Look up the meaning and pronunciation of these words in your dictionary.
recommend very close restaurant
famous (just) two doors down cabaret
seafood within walking distance menu
music ... answers in the spaces provided. Then check your answers.
1. Will lunch be served at 1 p.m.?
Yes ______________.
2. Is there a bank nearby?
Yes ______________.
3. Do you have tea-making ... in each room?
Yes ______________.
4. Have you got any rooms available on the 3
rd
floor?
Yes ______________.
5. Can I have the bill please?
Yes ______________.
3. Vocabulary
Without...
... sounds steamed
2. Language Practice – Describing dishes
Match the start of the sentence with the correct ending. Practise saying them with your friends.
1. The Crispy Fish is very popular ... Chicken is b quite filling.
3 The Stir Fry c with our guests.
4. The Steamed Vegetables are enough for d rather hot.
5 The Beef in Black Bean Sauce is e has mushrooms, tofu and garlic.
3. ... Key vocabulary
Look up the meaning and pronunciation of these words in your dictionary.
appetisers boiled coconut chicken
chillies crispy dishes garlic
ginger order popular quite hot
ready...
...
Elementary EnglishforTourismandHospitality
LESSON 7 – In the Restaurant
STUDY NOTES
Characters
Mona: Guest
Jack: Guest
Jean: Waitress
The story
Mona and Jack are dining at ... straight away and
right away to say that you will do something immediately. Read them out loud with a friend.
A: Are you OK?
B: Would you be able to fix the phone in my room? It’s not working.
A: ... is too cold.
A: I’m sorry. I’ll see to it straight away.
A: Is everything OK?
B: I’ve been waiting for 25 minutes and my meal hasn’t arrived yet.
A: I’m sorry. I’ll see to it right away....
...
Elementary EnglishforTourismandHospitality
LESSON 8 – In the Restaurant
STUDY NOTES
Characters
Mona: Guest
Jack: Guest
Jean: Waitress
The story
Mona and Jack are dining at ... word instead
of two. In spoken English, the two words are linked together. Practise saying would you as one word and use the
rising intonation at the end of the question.
Read the following ... something to drink?
w u: like something to drink?
Would you like to see a menu?
Would you like to order now?
Would you like steamed vegetables or rice with that?
Would you like anything...
... the meaning and pronunciation of these words in your dictionary.
cab cross find
left major mall
outside pleasure set
shopping centre taxi traffic lights
2. Language Practice - Giving Directions ...
Without looking at the previous page, match the following directions with the correct diagram. After you have
checked your answers, read them out loud. Then practice giving directions with ...
Practise saying this chant out loud.
Where to?
Where to?
Don’t worry,
I know the way.
Nice to meet you
Nice to meet you
Hope you enjoy your stay!
Cafe
Newsagent
Restaurant
Cinema
Bank...
...
Elementary EnglishforTourismandHospitality
LESSON 10 – Giving Directions
STUDY NOTES
Characters
Leo: Receptionist
Mona: Guest
Jack: Guest
Joe: Taxi driver
The story
Mona and ... personal questions. For example, questions about age, marital status, income and family may be
too personal for some Australians.
Below are some model questions that are suitable for small talk. ... you from?
How long will you be staying?
Have you been here before?
Do you enjoy travelling?
What do you do?
Is it difficult to find a job in your country?
Do you like sport?...
... also been
included.
bathing costume (formal)
bathers (informal)
cossie (informal)
jeans
pyjamas (formal)
p j’s (informal)
jim jams (informal)
shorts
sunglasses (formal) ... when referring to a single item. “They are” or “they’re”, is used for two or more items or plural
nouns. The following nouns are all plural in English. Some Australian slang, (informal language) ...
Elementary EnglishforTourismandHospitality
LESSON 11 – Shopping
STUDY NOTES
Characters
Mona: Guest
Mai: Shop Assistant
The story
Mona is shopping for a shawl. She is...
... have checked your answers,
say the dialogues with a friend.
1 A: That’s $150. How will you be paying for that?
B: _____________, thank you.
A: Of course. Would you like a ___________?
B: Yes ... Then practice saying them.
1A: I can’t seem to find my card. I’ll just be a minute.
B: No p __ __ __ __ __ __.
2A: I need to phone my friend to check if it’s OK.
B: That’s fine. T __ __ __ ... this is taking so long.
B: No w __ __ __ __ __ __.
4A: Can I just have a minute to think about it?
B: C __ __ __ __ __ __ __ __. Take your time.
4. The Chant
Practise saying this chant...
... connected with time. Look at the examples below and check their meaning in your
dictionary.
Present and future Past
Today
Yesterday
Tomorrow
The day before yesterday
In a couple ...
Elementary EnglishforTourismandHospitality
LESSON 13 – The Tour Guide
STUDY NOTES
Characters
Leo: Receptionist
Mona: Guest
Jack: Guest
The story
Mona and Jack want to ...
The day before yesterday
In a couple of days
Last week
In a few days
Last month
Next week
Last year
In a fortnight
In two weeks
Next month
Next year
...
... and provides them with
information.
3. A receptionist
c. provides advice about holidays and takes
bookings.
4. A kitchen hand
d. cooks meals for guests.
5. A manager
e. cleans and ... Hospitality jobs
Without looking at the previous page, match the job with the correct description.
1. A chef
a. greets guests, helps with enquiries and takes
bookings.
2. A waiter
... the meaning and pronunciation of these words in your dictionary.
allow assure brochures different
explain follow management qualification
spare tourism uniform wear
2. Vocabulary - Hospitality...
... vocabulary
Look up the meaning and pronunciation of these words in your dictionary.
animals anywhere colourful cruise
dolphin harbour interest luck
only parade reasonable something
sunny sunset watch ... sentences from the key words below.
Example:
costumes / really / interesting
The costumes are really interesting.
1. museum exciting exhibits
___________________________________________________________________________ ... you have in mind?
The tour is on
The tour is on
The tour is on at nine.
Suggested Answers: 2. 1) The tour is on at three this afternoon. 2) The festival
opens tonight and goes for two days....