Takeaway Too Hot, Too E S P > Hotel Management > Level B1.

2 Pre-Intermediate
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Instructor: Date:

Learner: Regional Branch:

Program: Center:

CONTENT
•  Let’s Start! •  Let’s Explore! •  Let’s Practice! •  Extension Activity•  Target Words •  Learning Points

Let’s Start!

This is what I call an excellent service!

Learning Outcome: Can Do Statements:

Talk about relationships and feelings in a
range of social and work contexts.
Understand different types of claims and
complaints by giving solutions to the
costumer.
Ask your partner:
•  I can identify basic complaints related
to drinks in a restaurant.
•  I can give a proper answer to a client
based on a complaint.
•  I can describe problems related to
beverages and drinks.

•  What is your favorite beverage?

•  Why may serving beverages be a
difficult process?

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 Takeaway Too Hot, Too E S P > Hotel Management > Level B1.2 Pre-Intermediate
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Let’s Explore!

Diana is disappointed*! She has a difficult experience with a customer.

*“Disappointed” is when a person feels disillusioned and upset.

Instructions: Read the text below.

Diana: Welcome to Bob's Grill. Are you ready to order?
Customer: Yes, please.
Diana: Have you had the chance to look at our beverage menu?
Customer: I would like a glass of wine from your wine list.
Diana: I recommend you our Red House wine.
Customer: I want to know how this wine is made.
Diana: This is a wine that is made of black grapes, and its rich red color is
obtained from the grape skin pigment during fermentation.
Customer: I am fascinated! I'd like to have a glass of your Red House wine.
Diana: Here you are, a glass of our famous Red House wine.
Customer: Oh no! It is too hot, I like it at room temperature.
Diana: I am sorry! I don't know how to explain what happened!
Customer: This is a hot wine! I am disgusted!
Diana: I really apologize for that. I think the wine was not well stored. Allow me
to replace it.
Customer: Ok, but I would like to change it; it tastes bittersweet!
Diana: This is our wine list, sir.
Customer: I don't like any of these; there aren't enough choices.
Diana: Our Chardonnay white wine is one of the best and it is a cold beverage.
Customer: Ok, I'll have a white wine.
Diana: Certainly, sir.
Diana: Your wine, sir.
Customer: The wine that you served is red!
Diana: I am really sorry, sir. My mistake! Many of our customers have asked for
our red house wine tonight and I got blurred!
Customer: I don't have all night, I am in a hurry.
Diana: I'll bring the wine right away. My apologies.
Diana: This is our Chardonnay white wine!
Customer: Yes, That's right, at last!
Diana: Thank you for your patience.

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 Takeaway Too Hot, Too E S P > Hotel Management > Level B1.2 Pre-Intermediate
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Let’s Practice!

More ways to express a sincere apology for your mistakes.

Instructions: Read the text again. Circle the correct word to complete the sentence.

1.  I am (refuse / confusing / confused)! I don’t understand!

__________________________________________________________________
2.  I don't want you to feel (insulted / insult / insulting); allow me to replace it.
__________________________________________________________________
3.  I am (embarrassing / involving / embarrassed), madam. My mistake!
__________________________________________________________________
4.  I'll bring the wine right away. I know you're (distress / disstresses / distressed) by
this situation, my apologogies
__________________________________________________________________
5.  We were (/ shock / shocking / shocked) by all the orders. Thank you for your
patience.
__________________________________________________________________

Let’s Practice!

Things to know before serving beverages.

Instructions: Circle the correct words to complete the sentences.

1.  You must know (how to storage / how to deposit) all kind of wines well.
__________________________________________________________________
2.  You should know (how to serve / how to act) when many of our customer ask for
special house wine.
__________________________________________________________________
3.  You have to explain (how to do / how to make) House Red wine.
__________________________________________________________________
4.  You must know (how to serve / how to deliver) wine not too hot not too cold.
__________________________________________________________________
5.  You should recommend (how to select / how choose) the best bittersweet wines.
__________________________________________________________________

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 Takeaway Too Hot, Too E S P > Hotel Management > Level B1.2 Pre-Intermediate
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Extension Activity

It´s time for famous non-alcoholic beverages in the world!

Instructions: Complete the following steps. Fill in the Self-Assessment.

Self-Assessment Yes No
a)  Look up information about non-
alcoholic beverages around the
world. 1.  I look for new
vocabulary about non-
b)  Prepare a presentation of your
alcoholic beverages.
favorite 5 beverages from the ones
you found. Draw a picture of each of 2.  I devise a way to
them, along with a description of remember non-alcoholic
their ingredients and their beverages.
preparation and how to serve them.
3.  I share information
c)  Present your findings to your peers about interesting
and listen to theirs. beverages around the
world.

Target Words

•  choice (noun): a selection made from •  chance (noun): an opportunity to do

a variety of possibilities something
e.g. That depends on your choice of e.g. Have you had the chance to look
food. Are you having chicken or meat? at our beverage menu?

•  pigment (noun): a natural or synthetic •  beverage (noun): any drink , for

element that gives color to food or any
other product
e.g. its red color is obtained from
grape skin pigment during
fermentation.
•  allow (verb): to permit or make
something possible
e.g. Allow me to replace it with a room
temperature glass of wine.
instance coffee, beer, tea, wine, etc.
e.g. Have you had the change to look
at our beverage menu so far?
•  wine (noun): a fermented liquid made
of grape; it can be made of other fruit
e.g. I would like a glass of wine from
your wine list.

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 Takeaway Too Hot, Too E S P > Hotel Management > Level B1.2 Pre-Intermediate
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Learning Points

Adjectives Ending in "—ed"

You use adjectives with -ed to describe your personal emotion about something. This
kind of adjective describes your emotions or opinions.
You can use the adjectives with -ed (e.g. fascinated) when you want to tell how you
feel.

They are formed by: verb + ed or the irregular form (past participle form) of a verb.

Frighten = frightened
Break= broken

They come after the verb BE

Example: A broken heart.

Or before a noun like any other adjectives.

Example: She is a frightened girl.

People can feel tired, amazed, bored, surprised, frightened, etc.

Based form verb Past participle form

To fascinate fascinated
To discourage discouraged
To bore bored
To amaze amazed

Examples

•  I am fascinated! I'd like to have a glass of your red house wine.

•  I ordered a glass of wine and there is a hot glass of wine. I am discouraged!

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 Takeaway Too Hot, Too E S P > Hotel Management > Level B1.2 Pre-Intermediate
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Learning Points

Taking Beverages Orders

When you work in a restaurant or in a bar there are different beverages that you will
need to know and serve.

These are the most common non-alcoholic and alcoholic beverages:

Non-alcoholic Hot beverages: Cold beverages:

Coffee espresso Fruit juice
Cappuccino Vegetable juice
Latte Lemonade
Decaffeinated Mineral water
Black tea Tonic
Green tea Ginger ale
Herbal tea Soda
Alcoholic Liqueurs: Cocktails:
Amaretto Black Russian
Bailey´s Black Velvet
Benedictine Bloody Mary
Khalua Rum Punch
Red wine Daiquiri
White wine Mimosa
Rose wine Margarita
Sparkling wine Tom Collins
Beer Shots
Whisky Gin Fizz
Brandy Whisky sour
Gin Manhattan
Rum Long island
Vodka Cosmopolitan

Examples

•  I’d like to have a glass of your Red House wine.

•  Our Chardonnay white wine it is one of the best.