Servio de Mesa e Bar na Restaurao e

Hotelaria

CONTENTS

Jobs and responsibilities

page 3

The check-in
page 6
Hotel facilities
page 12
Location of facilities
page 17
Taking bar orders

page

20
In the restaurant
26
Bibliography
page30

page

JOBS AND RESPONSABILITIES

Hotel Manager

Reception
Manager

Housekeeper

Head Chef

Receptionists

Room attendant
/ Chambermaid

Cookers

Reservations
clerks
Night auditor
Porters

Hotel sections

Reception

Housekeeping

Kitchen

Restaurant / Bar

Cleaners

Pastry chef

Head Waiter /
Matre d`Hotel

Waiters /
Waitresses
Sommelier
Barmen /
Barmaids

Responsible for / Responsible to

The Hotel Manager is responsible for all the staff.
The reception manager, housekeeper, head chef and head waiter are responsible
to the Hotel Manager.
The reception manager is responsible for the front office staff.
The housekeeper is responsible for the housekeeping staff.
The receptionists are responsible for guests` questions and requests.
The reservation clerk is responsible for reservations by phones and emails.
The room attendants are responsible for cleaning rooms and making beds.

Exercises
1 Complete the sentences with jobs, and responsible to or responsible for

Peter
Hotel Manager

Mary
Housekeeper

Cleaners

Room
attendants

Helen
Reception
Manager

Receptioni
sts

Reservatio
ns clerks
(2)

Max
Head Waiter

Porters
(3)

Waiter
s
(6)

Sommeli
er
(1)

Peter is the hotel manager. He is ___________________ all the staff.

Mary is ___________________ and she is _______________________ the housekeeping
staff. They are ________________ and room _____________.
Helen is the ________________________ and she is _________________________ the front
office staff. They are five ____________________, two _________________________ and
three __________.
Max is the ______________________ and he is _________________________the restaurant
staff. They are six _________________ and one ________________________.
Mary, Helen and Max are _________________________ the hotel manager.

THE CHECK IN
Dialogue n1
Receptionist: Hello, Vintage Hotel, can I help you?
Mr. Cruise: Yes, I have a reservation from the 15 th to the 18th June for a twin room
with bath and balcony.
Receptionist: And your name, please?
Mr. Cruise: Cruise
Receptionist: Could you spell that for me, please?
Yes, that`s C-R-U-I-S-E. I would like to change the dates, if possible, from the 16 th to
the 19th June.
Receptionist: Hold the line a moment and I`ll just check Mr. Cruise, but I think
that`s possible from the 16th to the 19th did you say?
Mr. Cruise: Yes, that`s right.
Receptionist: I`m just checking the 16th to the 19th Yes, that`s fine Mr. Cruise,
a twin with bath and balcony for three nights, from the 16 th to the 19th.
Mr. Cruise: Thank you, so that`s fixed up then?
Receptionist: Yes, it`s done, Mr. Cruise. We look forward to welcoming you on the
16th. Goodbye.
Mr. Cruise: Thank you. Goodbye.
Receptionist: Goodbye.
()
Receptionist: Good evening, sir, good evening, madam.
Mr. Cruise: Good evening, we have a reservation, the name`s Cruise.
Receptionist: Could you spell that, please?
Mr. Cruise: C-R-U-I-S-E.
Receptionist: Thank you. Cruise, yes so that`s a twin room with bath and
balcony, for three nights.
Mr. Cruise: That`s right.
Receptionist: Could you just sign here, please?
Mr. Cruise: Yes, of course.
Receptionist: Thank you sir, here`s your key. It`s on the fourth floor, room 411.
Would you like a porter?
Mr: Cruise: Yes, please.
Receptionist: I`ll just call him. Enjoy your stay.

Mr. Cruise: Thank you.

Room types
Single room

Double room twin beds

Twin room

Suite

Double room one bed

Dates
The first of January

The seventh of July

The second of February

The eight of August

The third of March

The ninth of September

The fourth of April

The tenth of October

The fifth of May

The eleventh of November

The sixth of June

The twelfth of December

Curiosities
What`s today`s date?
What`s your day off?
When is the next national holiday?
When do you go on holiday?
When`s your birthday?

Expressions to learn
Can I help you?

How many are in your party?

Do you have a reservation?

Here`s your key.

And you name, please?

I`ll just call him / I`ll call a porter

I`m sorry, the hotel is full.

So that`s fixed up then?

Could you spell that, please?

How many nights would you like to

Could you just sign here, please?

stay? / How many nights is it for?

New words
Bath

Room type

Balcony

Room rate

Shower

Arrival / Departure

Suite

Available

Booking

Exercises
1 - Read each sentence from the dialogue. Decide who say each sentence. If it is
something a receptionist would say, write receptionist. If it is something a hotel
guest would say, write guest. Last, put the sentences in the correct order to form
a dialogue.

A. __________________: Good afternoon. Welcome to the Smartma Hotel. Bill`s

speaking. How can I help you?

B __________________: Here you go. The mini-bar is fully stocked with water, juices
and snacks. A price list is in the room. Would you like me to put the hotel charges
on the credit card you used to reserve the room?

C __________________: Do you have a reservation?

D __________________: Actually, no. Our 8

th

floor is a smoking floor.

E __________________: What name did you use to reserve the room?

F __________________: I need to check in.
G __________________: Thank you. Let me locate your reservation in our computer.
What brings you to Virginia?

H __________________: I`m here to visit friends. My university classmates are

meeting here for a reunion.

I __________________: Yes, I made the reservation last month.

J __________________: I requested a non-smoking double. Is this room non-

smoking?

K __________________: Smythton. That`s spelled S-M-Y-T-H-T-O-N.

L __________________: Oh, that`s disappointing. Is there any possibility that you
can change that for me? I`d really prefer a non-smoking room.

 M __________________: Let me see what I can do. () Ah, here we go. Room 250 is
a single room. The current occupant is due to check out in an hour. We can clean
that room for you. The 2nd floor is completely non-smoking.

N _________________: Just one, please.

O _________________: That sounds like fun. () Here it is. We have room 813 for
you. It`s a double room on the 8th floor.

P _________________: That`ll be great. Thank you.

Q __________________: Well, I`ll settle for that if that is all you have. But, I was
hoping to have a double since one of my friends stay with me later this week.

R __________________: Yes, my Mastercard will be fine. Thank you.

S __________________: I see. Let me look at the 7

th

floor. () Ms. Smythton, we can

work this out. Room 711 has been serviced and is ready to go. It`s a double room
and is one of our non-smoking floors.

T _________________: Enjoy your stay at the Smartman. Please visit our front desk
if there is anything you need. We`ll be happy to do what we can to make your time
with us enjoyable.

U _________________: My pleasure. Do you need one key or two?

1.1 Answers the questions about the dialogue.
Where is the hotel?

A Double smoking

A Virginia

B Single non-smoking

B Washington D. C.

C Double non-smoking

C New York
What type of room does the hotel first
Who is Mrs. Smythton visiting?

offer?

A Family

A Double smoking

B Friends

B Single non-smoking

C Business

C Double non-smoking

What kind of room does she request?

Does

the

receptionist

change

her

room?

How does she pay the room?

A Yes

A Cash

B No

B Credit card

C Maybe

C Check

Why does Mrs. Smythton want the

type of room she originally reserved?
A She needs room to work.
B She will spend lot of time there.
C She may have a friend stay with
her.

Match the columns to make expressions / words

Have a

Fitness

Wake up
To check

A Desk
B Service

Room

To check
Daily

C In
D Call
E Call
F Center
G Rate

Collect
Front

H Out
I Reservation

Hotel FACILITIES
What facilities are there?

Porter Service

Information desk

Bar

Internet access

Conference room

Disabled facilities

Room service

Laundry

Restaurant

Lift

Personal safe

Exchange
bureau

Air-conditioning

Car park

Telephone

Grammar
There is / There are
There is

There are

Affirmative

(singular)
There is a TV in the room

(plural)
There are some flowers in

Negative

There isn`t a TV in the

the room
There aren`t any flowers

Question

room
Is there a TV in the room?

in the room
Are there any flowers in

Answers

Yes, there is / No, there

the room?
Yes, there are / No, there

isn`t

aren`t

All / Most / Some / None

All = 100%
Example: All of the rooms have air-conditioning
Most = over 50 %
Example: Most of the rooms have a TV
Some = under 50%
Example: Some of the rooms have twin beds
None = 0%
Example: None of the rooms have a computer

Service: opening and closing times

Swimming pool: Open in summer
Restaurant: Open every evening until 10.30 pm
Room service: Available until 11 pm
Fitness & sauna: Open every day from 8 am to 9 pm

Guest: Hello, can you tell me if the restaurant is open on Sundays, please?
Employee: Yes, madam, it`s open every evening from 7 to around 10.30 pm.
Guest: Good evening, I was wondering, can I get a sauna now, I know it`s a bit
late?
Employee: I`m sorry sir, the fitness and sauna closes at 9 pm, but it opens up
again tomorrow at 8 am.
Guest: Can you tell me if the pool is open now?
Employee: I`m sorry madam, the pool is only open in summer.
Guest: (on the phone from her room) Hello, am I too late for room service?
Employee: No, sir, room service is available until 11 pm.

New Words
Open / Available
Until
Too late
Bit late

Exercises
1 Match each symbol with the correct facility.

) Car park

) Room service

) Disabled facilities

) Information desk

) Porter service

) Laundry

) Air-conditioning

) Internet access

) Conference room

) Bar

10

2 Use one word from the box to make hotel facilities

Bar
Room
Cuisine
Car ____________________
Internet ________________
International ____________
Cocktail ________________
la carte _______________
Disable _________________
Exchange _______________
Air- ____________________
Swimming_______________
Satellite ________________
Information _____________
Cloak __________________

Menu
Facilities
Access

Desk
Bureau
Pool

TV
Park
Conditioning

LOCATION OF FACILITIES
Dialogue n1
Guest: Can you tell me where the gift shop is,
please?
Employee: Certainly, madam, the gift shop is in
the basement, in fact there are many gift shops.
Take the lift to the basement, and when you go out
of the lift turn left, and you`ll see them on your
left.
Guest: Thanks.

Dialogue n2
Guest: Excuse me, I`m looking for the bar, please.
Employee: Yes, madam, it`s inside the restaurant on the ground floor. Go down to
the ground floor, turn right out of the lift, and the bar is just there, on your right,
inside the main restaurant.
Guest: Oh, it`s inside the restaurant I see, thanks very much.
Employee: It`s a pleasure, sir.

Dialogue n3
Guest: Could you tell me where the fitness centre is, please?
Employee: Of course, madam, on the top floor. As you come out of the lift, it`s on
your right, near the swimming pool.
Guest: So that`s the top floor, out of the lift, and turn tight.
Employee: Yes, that`s right, just next the swimming pool.
Guest: Thank you.
Employee: You`re welcome.

Verbs of direction

Prepositions of place

New words
Basement
Floor
Ground floor
Top floor
Roof

Expressions to learn
Excuse me, where is the restaurant, please?
Excuse me, the bar is on the top floor, isn`t it?
Can you tell me where the fitness center is, please?
I`m looking for the bar, please.
The gift shop is in the basement.
When you go out the lift, turn right.
Go down to the ground floor
Out of the lift, turn right, and it`s next to the conference room.
It`s inside the restaurant.
It`s in the main lobby, opposite the reception desk.
As you come out the lift, it`s on your left.

Barmaid: Thank you, sir.

TAKING BAR
ORDERS
Dialogue n 1
Barman: Good afternoon, sir. What
can I get you?
Peter: A bottle of beer, please. What
would you like, Joan?

Barman:

Joan: A vodka and tonic, please.

Barman: Would you like ice and
lemon in that, madam?
Barman: Shall I charge this to your
room?
Barman: May I have your key card,
please?

madam.

What can I get you?

Guest: A beer and a mineral water,
Barman: Would you like draught or
bottled beer?
()
Barman: Here you are. Are you a
guest at the hotel, madam?

Peter: Oh yes, here you are

() Barman: That`s 11, sir. Could
you sign here, please?

Guest: No, I`m not. How much is

that?
Barman: Sixteen Euros, madam.
Guest: I`ll pay by Credit Card, here

Dialogue n 2
Barmaid: Here you are, sir, a small
whisky and a mojito. Shall I charge it
to your room?
Guest: No, I`ll pay cash. How much is
that?
Barmaid: That comes to 9 50.
change.

evening,

Guest: Bottled, please.

Peter: Yes, please.

Thanks,

Good

please

Joan: Yes, please.

Guest:

Dialogue n 3

here,

keep

the

you are.
Barman: Thank you.

Bar Material

To Remember
Would you like ice and lemon?
May / Can I have your key card, please?
What`s your room number, please?
Are you a guest at the hotel?
No thanks, I`ll pay cash.
Thanks, here it is, keep the change.

Welcome the guest

Enquire

Explains the choice

Apologise

Good afternoon, madam. / Good evening,

sir.
What would you like? / What can I get
you?
The house cocktail is excellent
I`m sorry, we don`t have that whisky. /
I`m afraid there`s no more of that beer

Offer an alternative

but we do have this one

Serve the drinks

Here you are, sir. / Your drinks, madam.

The bill

Can I have the bill, please? / How much

is it? / That comes to 18
Can I pay by credit card/cheque? / Are

Method of payment

you staying in the hotel? / Shall I charge

it to your room?

The tip

Please keep the charge

Asking and Giving Instructions for Making Cocktails

Text n 1
To make a Bloody Mary, first, take a glass. Next, add
some ice. Pour in two measures of vodka. Then fill the
glass with tomato juice. Then add a dash of Worcester
sauce, and Tabasco sauce. Finally, stir with a bar spoon
and garnish with a slice of lemon.

Text n 2
To make a Daiquiri, first take the cocktail shaker and
half fill it with crushed ice. Then add five centiliters of lime juice. After that put in
four centiliters of rum and one or two dashes of grenadine. Then shake it well to mix
and chill the liquids and pass it through a strainer into a cocktail glass.

Text n3
To make a Mojito, first take a long drink glass and put in eight / ten grams of sugar,
six mint leaves and one centiliter of lemon juice. Muddle it. Fill the glass with
crushed ice and next pour in four centiliters of rum. Stir it and add carbonated
water. Garnish with a slice of lime on the rim of the cup and put a sprig of mint in
the center of drink.

Expressions to learn
First, take the cocktail shaker
Fill it with crushed ice
Next, pour in four centiliters of rum
Then add five centiliters of lime juice
Shake it well to mix and chill the liquids
Garnish with a slice of lime

New Words
To fill (preencher / encher)

To sprinkle (polvilhar)

To stir (envolver)

To add (adicionar)

To mix (misturar)

Muddle (macerar)

To chill (gelar / arrefecer)

Ice cubes (gelo em cubo)

Strain (passar)

Crushed ice (gelo picado)

Squeeze (espremer)

Slice of lemon

To garnish (decorar)

Caster sugar (acar em p)

To pour (deitar)

Brown sugar (acar mascavado)

Raw sugar (acar amarelo)

Exercises
1 - Use each word once to make cocktail ingredients and equipment.
Lemon
Juice

sugar

ice

spoon

shaker

sauce

olive
cubes

Lime _________________

Crushed ________________

Bar __________________

Slice of _________________

Cocktail_______________

Worcester_______________

Ice___________________

Caster __________________

Green ________________
2 - Underline he odd one out
A dry

still

sweet

B soda

tonic

cocktail

C beer

brandy

D orange juice
E sparkling

medium dry
rum

Bacardi
double

ginger ale
vodka
mineral water

large

small

coke

3 - Match a phrase from each column to make cocktail ingredients

A dash
The juice of
A slice
A teaspoon
Half fill

A of caster sugar
B of sweet vermouth
C a glass with ice
D vodka
E of lime
F a lemon

of a measure

G of Angostura bitters

Three measures of
4 Translate these cocktails instructions to English
ALEXANDER
1. Gelar taa a cocktail
2. Colocar gelo no shaker
3. Deitar no shaker 2 cl de natas, 2 cl de creme de cacau escuro e 2 cl de
brandy
4. Bater shaker
5. Deitar fora gelo da taa e bat-la num guardanapo limpo de forma a retirar
gotas de gua
6. Deitar composio na taa a cocktail
7. Polvilhar composio com canela ou noz-moscada
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

IN THE RESTAURANT
Dialogue n1 Welcoming guests
Matre: Good evening, sir, good evening madam.
Guests: Good evening. A table for two, please.
Matre: Do you have a reservation?
Male Guest: Yes.
Matre: What name, please?
Male Guest: Cruise
Matre: Come this way, please, and I`ll show you to your table.
()
Matre: Is this table ok, or do you prefer a table near the window?
Male Guest: This one is fine, thank you.
Matre: May I take your coat?

Dialogue n2 Welcoming guests

Matre: Good evening. Do you have a reservation?
Guest: No, we don`t a reservation.
Matre: Im sorry, we`re fully booked tonight.

To remember
Do you have a reservation?
What name, please? / And your name, please?
Come this way, please / This way, please / Follow me, please
Is this table fine?
Would you like a table near the window?
Can I take your coats? / Shall I take your coats?
I`ll show you to your table.
I`m sorry, we`re fully booked tonight / I`m sorry, we are over booked
I`m sorry, the restaurant is full / I`m afraid we haven`t any left

Dialogue n3 Taking orders for the starts, main course and drinks
Waiter: Here are the menus and the wine list. Would you like to order an aperitif?
Male Guest: No, thanks.
()
Waiter: Are you ready to order now?
Male Guest: Yes, I think so.
Waiter: What would you like to start with?
Female Guest: I would like the smoked salmon, please.
Male Guest: I`ll have the soup of the day, please.
Waiter: and to follow, madam?
Female Guest: I`d like some fish to follow. What can you recommend?
Waiter: The grilled codfish is very good, madam, and very popular.
Female Guest: I`ll try that, please.
Waiter: And for you, sir?
Male Guest: I`ll have the steak.
Waiter: How would you like your steak rare, medium or well done?
Male Guest: Well done, please.
Waiter: And what would you like to drink?
Male Guest: A bottle of ros and a bottle of mineral water
Waiter: Thank you
Expressions to learn
Here are the menu and wine list. / Here`s the menus / The menu, sir
Would you like an aperitif? / Would you like to order an aperitif?
Are you ready to order? / May I take your order? / Would you like to order?
What would you like to start with? / What would you like as a starter?
and to follow, madam?
What can you recommend?
How would you like your steak rare, medium or well done?
What would you like to drink? / Would you like something to drink?

Dialogue n4 Taking orders for desserts and coffee

Waiter: Is everything all right with your meal?
Male Guest: Fine, thanks. Could we have another bottle of ros?
Female Guest: And a little more bread?
Waiter: Certainly. I`ll get you some.
()
Waiter: Have you finished, madam?
Female Guest: Yes, thanks. I`ve had enough. That was lovely.
Male Guest: We`d like to see the dessert menu.
Waiter: Of course, sir. I`ll get you one right away.
()
Waiter: Have you decided on dessert?
Female Guest: I`ll have the fruit salad.
Waiter: And for you, sir?
Male Guest: I`m afraid I`m full.
()
Waiter: Would you like a coffee or tea?
Male Guest: No, I don`t think so
Female Guest: Not for me
Expressions to learn
Is everything all right with your meal? / Was everything all right? / How was your
meal?
Could we have another bottle of ros?
Have you finished, madam?
Yes, thanks. I`ve had enough. That was lovely.
Have you decided on dessert? / Can I take your order for dessert?
I`m afraid, I`m full.
Would you like a coffee or tea?

Dialogue n 5 - Payment
Male Guest: Can I have the bill, please? Can I pay by American Express?
Waiter: That`s no problem, sir, we accept all types of credit cards. () Here you
are.
Male Guest: Thank you. Excuse me, but this item is correct?
Waiter: Which one, sir?
Male Guest: Here, I thought we had only one bottle of mineral water and two of
ros.
Waiter: Oh, I`m very sorry, sir, I`ll check that for you.
()
Waiter: Here you are, we`ve corrected the mistake.
Male Guest: Here`s my credit card.
Waiter: Thank you () Good night and thank you.
Guests: Goodnight.
Waiter: We hope to see you again.

Expressions to learn
Can I have the bill, please?
Can I pay by ?
Is this item correct?
I`ll check that for you. / Excuse me, sir, I`ll go and check.
We`ve corrected the mistake. / Here`s the correct bill.
We hope to see you again. / Do come back again.

BIBLIOGRAPHY
High Season teacher`s book English for the hotel and tourist industry
Keith Harding & Paul Henderson
Oxford University Press
High Recommended student`s book 1 English for the hotel and catering
industry
Trish Stott & Rod Revell
Oxford
High Recommended student`s book 2 English for the hotel and catering
industry
Trish Stott & Rod Revell
Oxford
High Recommended workbook English for the hotel and catering industry
Trish Stott
Oxford
Vocabulary for first certificate
Barbara Thomas and Laura Mathews
Cambridge
Be My Guest teacher`s book English for the Hotel Industry
Francis O`Hara
Cambridge University Press
Be My Guest student`s book English for the Hotel Industry
Francis O`Hara
Cambridge University Press