Professional Documents
Culture Documents
1 e Book
Busy
Computer
Double room
Manager
Meeting
Message
Parking space
Tomorrow
Tonight
10
1 Id like
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3
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8 How
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Giving information
tower
laundry service
bar
reception
cuisine waiter
car park cloakrooms
in the restaurant.
St Pauls Hotel
e 376
Floors
b 12
f 24
Restaurants
c 11
g 2
h 104
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1
Family members
Email abbreviations
2 Make questions to ask a hotel receptionist from these notes, using do or does.
Do you serve breakfast at 7 a.m.?
serve breakfast 7 a.m.? 1
3 Read the sentences and decide if the prepositions in italics are correct.
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1
a 1 Good afternoon, Id like to make a reservation, please. What days do you open?
b
Baldwin. B-A-L-D-W-I-N.
Were often busy on Fridays. Im afraid were fully booked on Friday the 12th. Oh but I
have a table on the 11th.
Excellent. Id like to book a table for three people at one oclock on Friday the 12th of April,
please.
So thats a table for three at 1.00 p.m. on Thursday the 11th of April. What name is it, please?
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train
.
Im sorry, the hotel is fully booked
?
What days do you
leave?
What time does the
wants to make a reservation.
The
from twelve oclock to 2.00 p.m.
They serve
.
The exchange bureau opens at 8.00
in the afternoon.
We close at four
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1
Receiving guests
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Customer: Small, please. Oh, and could I also have a vodka and orange.
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ginger ale
soda
Bacardi and
Whisky and
Brandy and
Gin and
White
Mineral
Draft
Double
coke
beer vodka
tonic water wine
coke
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1
Instructions
1 Bar
aspoon
2 Light
aolive
3 Canadian
aglass
4 Sweet
avermouth
bglass
bsherry
bdash
cshaker
crum
bComfort
cwhisky
cMary
5 A measure of
aolives
bTequila
cice
6 Angostura
abitters
bgarnish
cspoon
7 Triple
aquarter
b half
8 A salt-rimmed
acafetire bglass
csec
cspoon
6 eas eezebr
7 uacamsb
8 thounser focmort
9 leaibys
10 aubc reibl
Sebastian Rodriguez
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Job: Barman
true / false
true / false
true / false
true / false
true / false
true / false
true / false
true / false
Oxford University Press
9
1
1 T-bone steak
2 Chicken
3 Crab
4 Lamb
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Poached
Roast
Smoked salmon
Rocket
your table / Ill show / you to Ill show you to your table.
Can I / you / an aperitif? / get
you like / would / your steak? / How
Can I / take / coats? / your
ready to / Are / order now? / you
list / Heres / wine / the menu / and
order / wine? / Would you / some / like to
a
b
c
d
e
f
g
a rocket salad.
and some toast, please.
avocado and prawn salad, please.
medium rare.
to follow, Ill have the king prawns with chilli and garlic.
some sparkling mineral water, please.
a croissant, please.
2.
3.
4.
5.
6.
7.
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cream / ice cream? Would you like it with cream or ice cream?
crme brle / fruit salad?
any cheese / dessert?
coffee now / after your dessert?
wine / water / your meal?
tea / milk / lemon?
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true / false
true / false
true / false
true / false
true / false
true / false
true / false
true / false
11
1
a 1 waiter: Would you like to order some wine with your meal?
woman: Yes, a glass of Pinot Grigio, please.
b
waiter: The Chardonnay is sweeter than the Sauvignon Blanc.
c
man: Wed like two glasses of red to go with our main course. Which is smoother, the Chianti or the Bordeaux?
d
waiter: Well, they are both excellent wines. I recommend the Bordeaux. Its more full-bodied than the Chianti
e
and it isnt as expensive.
man: Yes, please. Which is sweeter, the Chardonnay or the Sauvignon Blanc?
f
man: Right. Ill have a glass of Chardonnay, then. Sarah, you prefer something drier, dont you?
g
man: OK then, lets have the Bordeaux.
h
waiter: Certainly, madam. And what would you like with your main course?
i
woman: Yes, a bottle of sparkling water, please.
j
waiter: Thank you, sir. Would you like some mineral water?
k
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waiter: OK, so thats a glass of Chardonnay, a glass of Pinot Grigio, two glasses of Bordeaux and a bottle of
l
sparkling mineral water.
3 Further
aeast
France.
csouth
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Advice U
Cutlery
Delay
Need
Paper
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Terrace
Time
Traveller
Work
Ring
CUSTOMER CARE
We receive many requests from guests and I have to respond to them all. Some
guests call the reception and ask for room service, or want me to book them a
taxi
2. Others
3 for them
3 Put the words in the correct order to make responses to these requests.
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Describing dishes
Make names of cooking methods and sauces from the jumbled letters.
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Cooking methods
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oahcp poach
9
tswe
10
abcueerb
11
peed-ryf
12
aekb
amtes
aotrs
Sauces
elcbamh
narmoy
ioali
dalislhoane
rabenisa
butter knife
candles
dessert fork
flower arrangement napkins salt cellar tablecloths
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1
2
3
4
5
Arrive
Tell
Ask
Go
Book
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7
8
9
10
Leave
Speak
Meet
Order
Eat
Z
V
T
Q
A
N
O
I
S
E
M
F
L
E
I
F
L
M
P
X
Z
B
N
E
G
R
V
S
T
T
U
F
C
I
W
N
O
B
O
D
Y
I
A
O
A
L
A
D
S
O
C
O
L
D
M
F
K
Q
L
O
R
O
Q
A
R
P
L
O
S
R
D
C
Y
K
T
O
L
A
P
O
L
O
G
I
Z
E
J
A
T
W
R
F
S
B
K
O
Q
D
I
D
I
R
T
Y
H
E
V
L
E
N
O
B
C
S
U
P
X
A
K
J
N
, , and
3 Find twelve words from the unit in the puzzle below. Look ,
N
U
Y
E
M
P
I
F
R
X
Y
Oxford University Press
15
1
payments
room attendants
Heres / Theres the receptionist. Go and ask her about your dry cleaning.
Heres / Theres the head chef s work station and this is his equipment.
Heres / Theres my workstation. I do all my food preparation there.
Heres / Theres the restaurant manager, talking to two guests at their table.
Heres / Theres the pastry Im making.
Heres / Theres the front office, and next to it you can see the hotel managers office.
Heres / Theres the guests luggage. I am taking it to her room.
b in this morning.
This is
Adena prepares
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true / false
true / false
true / false
true / false
true / false
true / false
true / false
true / false
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Two, please. We also have some clothes that need dry cleaning. Shall I bring them down?
Ill send someone up right away. They will be ready in the morning.
Room 671.
ironing.
My wife needs her seluob blouse
on my coat is broken.
The piz
in the restaurant.
Male guests must wear a rneidn ekactj
have come off.
Two of the buttons on my husbands tihsr
?
How long does it take to dry clean two pairs of esrsrtuo
in the hotel shop.
You can buy a iet
?
Where can I buy a warm mujerp
that needs cleaning.
Mrs Johnson in room 325 has a ksrit
18
1
Put the words in italics in the correct order to complete the questions.
a reservations: The Lake Hotel, Brian speaking ... Hello? Im sorry, I didnt catch that.
you / up / little / a / speak / please / Can ? Can you speak up a little, please?
woman: Id like to make a room reservation, please.
b reservations: you / Did / P / Papa / say / for ?
woman: No, T for Tango. L-E-T-O-U-R-N-E-U-R.
c reservations: repeat / please / Could / you / that ?
woman: Yes, for two weeks from February the 12th.
d reservations: name / Im / I / didnt / sorry / your / catch .
woman: Amlie Letourneur.
e reservations: name / it / What / please / is ?
woman: Letourneur. Mrs Amlie Letourneur.
f reservations: that / spell / could / me / you / for ?
woman: Yes. L-E-T
g reservations: it / for / When / is ?
woman: For two weeks from February the 12th.
3 Complete the sentences with the correct words from the box.
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budget
rack rate
country code
room rate
discount
sister hotel
include
standard
mini-break
a
b
c
d
e
f
g
h
i
too much.
discount you can give me?
170 euros a night.
budget?
take it.
special weekday offer of 180 euros.
rate of 200 euros if you stay for three nights.
single room, with continental breakfast.
single room cost?
Oxford University Press
19
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tnnumenoanec announcement
ylsambes tiopn
nemceergy
avaeuect
rief lirdl
orll allc
eifr kealbnt
moske rlaam
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1
2 Read the managers description of housekeeping at the Plaza Hotel, and answer the questions.
All our rooms are checked and cleaned by our housekeeper before the next guest arrives.
First of all, she goes into the bathroom and changes the large bath mat because it gets
dirty and wet. Then she replaces the complimentary shower cap and cleans the bath and
the wash basin. Our hotel was updated in 2010, so most rooms no longer have a bidet.
In the bedroom, the housekeeper changes all the bedding such as the sheets. In winter,
she puts a big duvet on the bed, because it is cold. For the rest of the year, it is kept in the
wardrobe with some spare towels and hangers.
Before she leaves, the housekeeper always makes sure the welcome folder is on the
table. It has all the information guests need about the hotel, and a map of the city. She
normally puts it next to the table lamp, so guests can read it at night.
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Dual carriageway
Access only
Footpath
No U-turns
One way
Pavement
Stop
Motorway
Cycle path
Cross
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Read this brochure and the sentences then answer the questions.
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What does the hotel offer from the airport? A free airport transfer service.
Where can guests park their cars?
What kind of Internet access do they have?
What can guests use to send documents?
What has the hotel put in their meeting and conference rooms?
What can guests do with people abroad?
Which service provides translations?
What does the hotel offer at weekends?
What do they have some evenings?
All our conference rooms have a projector but / so you can use PowerPoint.
There is a small screen in the meeting room and / but no TV.
Both / So air conditioning and / but pay-per-view films are standard in our rooms.
Every room has Internet access both / but you need a password.
Our conference rooms do not have computers and / so you need to use a laptop.
Both / but the banqueting room so / and the business centre have disabled access.
The hotel has 24-hour room service both / so you can order food and drinks at any time.
The photocopier is broken and / but you can use the fax to copy documents.
3 Put the words in the correct order to make answers to the questions.
1 Do you have facilities for business travellers? fast broadband / centre is / Our business / fully equipped / and has
Our business centre is fully equipped and has fast broadband.
2 And what about secretarial services? a range of / We offer / secretarial services / and conferences / for meetings
3 Can you tell me about your in-room facilities? and pay-per-view / TV / has Internet access / Every room
4 Can you tell me a little about your conference facilities? The hotel / meeting room / boardroom-style / has a
5 What about audio-visual equipment? digital projectors / We have / and microphones / both
6 And what about business services? has a / facilities / The hotel / courier service / and / video-conferencing
23
1
Accident report
Date of accident:
3/2/2012
Time of incident:
14:21
Person involved:
Mr Paulo Fabricci
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Details:
One of our guests had a bad fall in the lobby. He cut his leg badly.
He was bleeding and also had a headache. He couldnt stand
because he felt faint so the porter called for a first aider. When
he arrived he put a large plaster on the mans leg. Then he
gave him some water. The man was in pain and asked to go to
hospital so the porter called for an ambulance. The paramedics
took him and his wife to the emergency department.
true / false
true / false
true / false
true / false
true / false
true / false
true / false
true / false
dentist
optician pharmacist paramedic
physiotherapist surgeon osteopath nurse
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mr hebron: No, he couldnt. So you gave me a large double room with a working air conditioner and a
working light. You also sent me a complimentary bottle of champagne. In the end, I enjoyed my stay very
much.
mr hebron: OK.
c 1 manager: I was told that you had some problems during your stay at our hotel. Im calling to make sure
everything was dealt with properly.
d
manager: Good. Im glad you liked it. We look forward to seeing you again.
manager: I understand there was a problem with the air conditioning in your room.
mr hebron: Yes, you did, but the light broke. I couldnt see anything.
manager: Im so sorry. That shouldnt have happened. Did the maintenance person fix the light?
mr hebron: Well, yes. When I arrived it didnt work. So, I asked for another room.
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Paying bills
Guest: And is
f Heres my card.
h VAT included?
i credit cards?
j is itemized.
10
2 Complete the sentences in the present continuous using the verbs in brackets.
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Payment queries
debit
subtotal
deposit
supplement
my account by 50.
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8 What do guests sometimes forget taking?
9 Who records what guests take from the minibar?
Highly Recommended 1 Espansioni
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DOWN
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ACROSS
3 Find the spelling mistake in each line of the CV and correct it.
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Adress Address
Telefone number
Emale
Date of berth
Edcation
Qualificasions
Work expirience
Skils
Pearsonal qualities
Referenses
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The interview
pablo: Well, Im 25 years old and I was born in Madrid. I finished university with a degree in hotel
management last year and since then Ive worked at The Clear View Hotel.
interviewer: My final question is, what could you offer us if we gave you a job?
pablo: I think I have the rights skills and experience for the job. Im a good team worker and very
enthusiastic.
interviewer: Thats right, we have hotels all over the world and employ many international staff. But why do
you want to work for us?
pablo: Well, youre one of the best hotels in Italy, and part of an international chain.
pablo: Well, I enjoy my job, but it is a small hotel so there arent many career opportunities there.
pablo: I would like to work in an international environment, and I want to learn new skills. I think Id learn a
lot working for you.
A001380
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