Trish Stott & Alison Pohl OXFORD Highly Recommended Student’s Book _ intermediateTrish Stott & Alison Pohl Highly Recommended © Student’s Book intermediate English for the hotel and catering industry OXFORD UNIVERSITY PRESSUnit contents chart UNIT COMMUNICATIVE AREA ——SITUATIONS/ FUNCTIONS. STRUCTURES = 1 Dealing with Receiving incoming calls Offers: Can/Could, Would you like to, ll incoming calls Taking messages Requests: I'd like to, Can/Could Dealing with requests ™ 2 Customer information Giving information to customers Is there?/Are there?, There’s/There ore, Answering questions about hotel facilities There isn't/There aren't and services Prepositions of location = 3 Taking reservations Taking room reservations Prepositions of time Confirming details of a booking Chianging and cancelling reservations = 4 Dealing with booking Turning down bookings enquiries Giving explanations Suggesting alternatives Present Simple Present Continuous Short forms: = 5 Correspondence Writing letters and emails to customers Responding to emails and voicemails Overview of greetings and endings in correspondence: Dear Madam/Yours faithfully, Best regards, etc. = 6 Welcoming guests ‘Making guests feel welcome Checking guests into their accommodation Giving essential information Possessive adjectives: my, your, his, her, its; our, your, their Object pronouns: me, you, him, her, it; us, ‘you, them = 7 Dealing with check-in Finding solutions for problems Past Simple problems Dealing with guests’ special needs have got/haven't got = 8 ——Explaininghow things Helping guests with the room facilities Imperatives for instructions workin the hotel room Smalltalk Adjectives and adverbs = 9 Serving drinks Service in the bar and restaurant Question form review = 10 Foodservice Taking customers’ orders Talking about quantity: some, one, much, Explaining menus and dishes ‘many, few, a litle, more, another, enough Talking about cheeses and coffee = 11 Know your region Giving information on visitor attractions Comparisons: -er than, the -est; more/the Advi 1g guests on what to do ‘most; (not) as ...as, not sO. as = 12 Explaining travel options Talking to guests about travel options Giving advice about local transport and Recommending, suggesting and advising Itwould be a good idea to..., You can/ tickets could .., Why not ..?, How about ..?, Your best option is to ..I"d recommend = 13 Giving directions Giving directions inside and outside Prepositions of direction: up, down, the hotel ut of, across, past, onto, through, along, to, into, round, straight on 14 — Meeting customerneeds Dealing with customer needs Customer care and customer service need/don’t need, need doing, need to doUNIT COMMUNICATIVE AREA __SITUATIONS/ FUNCTIONS STRUCTURES 15 Complaints and apologies Acknowledging and apologizing Present Perfect with already, yet, just Promising action forand since = 16 — Mistakes and problems Checking details Indirect questions: Could you tell me Finding a solution Can you explain ..? Do you know ..? ete. Offering compensation = 17 Giving advice and Helping with lost luggage and lost First and second conditionals assistance passports unless Emergencies and first aid = 18 — Telephone communication Difficult phione calls The Passive problems Clarifying, checking, repeating and spelling 19 Conference and meeting Talking about facilities and services ‘Managing a conversation: Well, Now, So, enquiries Explaining conference packages Actually = 20 Handling payments Dealing with guests’ bills Revision of numbers Payment security = 21 Explaining and training —_Kitchen hygiene and safety Obligation: must, have to Following instructions No obligation: don’t have to, needn't Cooking processes Prohibition: mustn't, can’t | 22 Working in housekeeping Servicing a room have something done: We had the The evening tumdown service windows cleaned last week. = 23 Health, safety and security Health, safety and emergency procedures should/shouldn't Security issues ought to © 24 — Countries and cultures Making plans verb + ing Talking about different customs Verb + (to) infinitive = 25 Exploring different Differences between cultures Reporting verbs: ask, warn, offer. advise, cultures Advising on cultural norms refuse, apologize for, assure, blame = 26 — Working life Talking about job skills and routines Adjective + preposition: good at, kind to, celebrity chef's career moves interested in, pleased with, etc. = 27 Job applications Personal qualities, skills and experience Talking about the future: going to and will Cvs and covering letters Question tags = 28 Job interviews Interview questions and answers Past Simple or Present Perfect? Interview tips Activity material 60 More words to use 100 Listening scripts 68 Glossary 102 Language review 86 Irregular verbs 1= Starter Dealing with incoming calls Inthis unit you will L¥ receive incoming calls, HB take messages # dealwith requests. Match the situations with the pictures. 1 [_[putcalls through for restaurant bookings [take room bookings [Cputealls through to guests [_Jdeal with manager's calls [take messages Listening Working in front office @ 1.1 Listen and underline the correct alternative. 1. Caller 1 wants to book a room/speak to a gu 2. Caller 2 cant speak to the manager as the line’ busy/ hes not in his offic. 3. Reception takes a message to say the manager is late/ Mr Cole is late. Caller 3 wants to book a room/table. aller 4 asks for room 256/296. Reception tells him there’ no answer/the line’ busy Caller 5 for room 745 leaves a message on voicemail/ says hell call back, 8 Caller 6 for Mrs Perez is told the phone is ringing/ the lines bus @ 1.1 Listen again and complete the sentences. 1... Marina, Anita swan Batata 2 Justamoment. ll to reservations, B WhO verses » please? 4 atthe moment. Could... sone M 5 Tdliketo for dinner. Tmafraid the... Would you like No, thanks. a message on voicemail? later. Pees Unit 1 Dealing with incoming calls 3. Work witha partner to pract e the calls. Take turns to be switchboard (S) and caller (C). m= Crask to book = S: put through toreservations 1 S: greet caller c ine busy / offer sk to speak = ve phone to manager totake message number 3 Gaskfor = Sinoanswer/ = C:say you'll room 483 offer to take call back message 4 S:greet caller ® Cesay you'll call back connect to restaurant Language study xi 1d like to book. Just a moment. I'l putyou through to... 'm afraid he’s notin his office at the moment. Could/Can | take a message? Please hold and Ill connect you to mafraid the line's busy. There's no answer. Would you like to leave a message on voicemail? Its ringing for you.= Listening Customer requests emer a ne 1G 1.2 Listento the call, Are the sentences true or false? aronge hold (room) sing T ‘The guess ll enlverongeeombalice ook(aroom) hold (the line) run late ainadock raclfiles call back makeanote (of) = try 2. MrsCarson asks reception tohold the room. true/false carregistration put (Sb) through voicemail ag chercybanear ped aie > Glossary page 102 4 The family are travelling by train. true/false 5. Mrs Carson wants to reserve parking true/false LLCS Reception asks forher passport number. true/false 7. Thecar registration is TROSFKB, truelfalse Can/Could, Would you like to, lt Use Can/Could, Would you like to, to offer help. 2 G 1.2 Listen again. Number the sentences in the order they're said in the dialogue. Examples re Can help you? a []Would you like to reserve parking space? Would you like to speak to the manager? b (J That's fine ... 've made a note of your late arrival. PUlput you through to reservations. ¢ [1] Could you hold our room? dd. [Jare youarriving by car? > Language review page 86 e []llarrange an extra bed in your room, 1 You are the receptionist. Complete these offers of help. £ (}Can have your car registration? , pape g ]What name sit, please? Be Sete oey h_ ["]Can Thelp you with anything else? a try her oom foryou? 3. Work with a partner. Practise similar call using these 6 nt ---tellhim you're running late, prompts. Take turns to be receptionist and caller. - areal Waar vem! reservation for double and single / late arrival afier 10.00 / & take a message? ae 7 giveherthe message. een e. saan BOOKA table forlunch? Activity Pd like to, Can/Could S Bere tere tier @ irk win a partner student's information shee Student a, B's information is on page 60. z camples Fils Ghatak. ‘You workin front office atthe Palace Hotel. Read the Gon yaesk en ta calle back, ‘information and deal with the four calls. 1 Mrs Black, room 534 ~ line's busy ~* take a message. > Language review pag pe ee 2. Mr Ruiz, room 151 = try room —* no answer. 2 Match the incoming calls with the responses, 3 Connect to restaurant. neanetl heshore 4 Respond tall requests 1 [e]b00k/tablefordinner a ty/ hisoffice 2 [Lspeak manager connect / reservations Example Good afternoon, Place Hotel spedkng Can help you? 3 Lhleave / messageforMsLi ¢ putthrough/herroom (Bead the information and make four calls to the Hotel Mirador, 4 (]speak/Mrs Barrasin 745 d connect / his voicemail eC lees) wera ce nitinmieh esatane 1 Ask for hotel manager you'll call back later. 4 [liesve /acicomnat mecsuge ¢ heve/ varie andcemact 2 Ask for Mrs Clooney, room 382 -* leave message to call faMieames nese vou back on 07773 6841263, 3 You'd like to book a room Now work with a partner. Use the prompts to make re e ee ee 4 Ask for Mrs Banks, room 238 ~* leave a message (late for andofferhelp. sali meeting farrve in 45 minutes) ask about parking =xample ask about booking a table for lunch. A I'd like to booka table for dinner. B Justa moment. 'llputyou through to the restaurant. ‘Gcamiple! Walto. Could | speakta thahoel wundgersc?. a it 1 Dealing with incoming calls | 5Inthis unit you will give information to customers Business centre ® talk about hotel facilities and services % tell customers where facilities are. Starter Look at the pictures. What facilities and services does this hotel offer? Listening Giving information @ 2.1 Listen and tick (7) the facilities and services that you hear, 1 [LJairport transfer 5 [Clear park 2 fitnesscentre 6 (]carrental desk 3. [Jhotel restaurant 7 [_]restaurantrecommendation 4 8 (C)business centre (internet access @ 2.1 Listen again and complete the sentences. 1 How from the airport to the Grand Marina? 2. Theresa shuttle bUS ume the aitport direct the hotel. 3 Where doesit unmunmnunmoue? 4 And : doesit take? 5 Great. Um sueunne DUSINESS SEIVICES? a business centre? 6 Its ground floor, opposite reception. 7 Taliketo acar fora few days 8 Just the desk, next to reception Work with a partner. Look at the hotel information. Take turns to ask and answer about these things, «© getfromairport? —« hirea car? + howlong? + fitness centre? harge for bus? restaurants near hotel? Hotel Nathale FREE AIRPORT TRANSFER ~ 50 minutes ~ shuttle bus direct 10 hotel - outside Terminal 1 infront of txt rank Other services CCAR RENTAL DESK ~ opposite reception FITNESS CENTRE - ground floor, next to swimming pool RECOMMENDED RESTAURANTS: Fargo’, Italian - opposite hotel / Comptoir, French ~ Rue des Bains Unit 2. Customer information = Language study ‘There's a shuttle bus from... direct to ‘The bus stop is just outside the .., opposite the .. We offer a free airport transfer to all our guests. It's on the ground floor, opposite It’s open 24 hours. ‘We'll arrange that for you. Can you recommend a restaurant near the hotel? | can recommend Gino's... I's very good. business centre hire shuttle bus carrental main taxi rank client onsite tourist attraction direct roofterrace transfer facilities separate wheelchair access sift shop service > Glossary page 102 Li Is there?/Are there?, There’s/There are, There isn't/ There aren't Remember to use the correct form of be. Examples Isthere transfer from the arport? Yes, there's a jree bus. /No, there isn'ta bus tothe hotel. Are there ground floorrooms? Yes, there are, /No, there aren't o> Language review page 86 1 Workwith a partner. Lookat the pictures on pages 6 and 7 again, Take turns to ask and answer about these things. Example Alstherea carrental service? B Yes, there is, 1 acarrental service 6 business services 2 aswimming poot 7 giftshops 3 its 8 ahairsalon 4 parking spaces 9 translation services 5 Intemetaccess 10 information about tours,. ‘Fitness centre 4 Prepositions of location ha infront of behind opposite Js * he : © : 2 ced amine wiles | Gee on 8 2g. A EY 6 keg es Pe 4 2 Lookat the pictures and complete the sentences. Use the correct preposition from the list above. 1 Thetour deskis.. 2 Therestaurantis . fast ~ 3. The luggage is. 4 Thegiftshopis.. 6 The roof terraces 5 Thewomanis.. Listening Services and facilities 2.2 Listen to the hotel presentation and complete the list of services and facilities. Then listen again and check, = near city an? desk = near lifts = near wheelchair i attractions ____ » airconditioning * front desk Internet access 1B EXPLESS = airport — " movies » free 7 " 5 tub and = business centre . exchange sym and sauna car rental desk Match the items in 1 to these categories 1 hotel service. 2. room facility: 3 location: 4 hotel faci Work with a partner. Think of five more services and. facilities available in a 5-star hotel. Activity You've been asked to give a presentation about your hatel toa company interested in using the hotel forits clients Think of a hotel that you know, find out information about a hotel on the Internet, or use the information on page 60. Prepare a short presentation (60 words +) to give to the class using these headings. Location Generalfacilities Room facilities Services Example LOCATION: The Plaza Hotel isin the city centre near the main ‘shopping streets and important tourist attractions. GENERAL FACILITIES: There are 140 ensuite rooms with two restaurants and a terrace bar. ROOM FACILITIES: All the rooms have air conditioning with minibars, safe deposit boxes, pay-per-view TV. ‘SERVICES: There /s a 24-hour business centre and there are aift shops in the main reception area unit 2 Customer information | 7Taking reservations In this unit you will take a room reservation confirm the details of a booking 7a change and cancel reservations. = Starter When a guest calls to book a hotel room, what information does the receptionist need? Work with a partner and make list = Listening Taking a room reservation 1. @ 3.1 Listen to a receptionist taking a room reservation, Tick (¥) the points on your list that you hear. Make a note of any points not on your list. Compare with your partner 2 @ 3.1 Listen again and complete the sentences, 1 Tdliketo... fora sn OF SK 2 We on Sunday loth May 3 We cone double room, one twin room and . Fooms. 4 Letme our reservations, 5 The double and twin room is €200, and is €128, 6 Well arrive the event about eleven o'clock 7 Andean you the three security numbers of the card, too, please? 8 We to.. you the 10th of May. 3. Work with a partner. Take turns to book a room and take the reservation, Make sure you include the following + number of people inthe group + full name of guest (remember to check spelling) * contact number + arrival and departure dates and times + type(s) ofroom + room rates + credit card details When you've finished, check with your partner that the reservation details are correct. 8 | Unit3 Taking reservations = Language study What type of rooms would you like? Let me just check our reservations. So one double, one twin and .. for Can | take your name, please? Could you spell your name, please? Please make the reservation in my name. Can have a contact number, please? Could | take a credit card number to secure the reservation? Ifyou wish to cancel your reservation, you must do so before. nights accommodation creditcard number room rate cancel deduct secure change double/twin/single room security number check expiry date type (of rooms) contactnumber locked => Glossary page 102 [i ksaguage chet Prepositions of time Look at these examples. ‘on Saturday infiveminutes__forfivenights during the day after 10p.m. _ateleven o'clock until 10 p.m. inthemorning _before the 9th of May bymidnight fromthe 4th tothe 7th of May o> Language review page 86 Complete the sentences with the correct prepositions. 1. Pd ike to book accommodation nn three nights, sen TueSMAY the 6tH nnn riday the 9th of April 2 Wel artive wnnen Tuesday fouro’clock. 3. We'll let you know «sn. Wednesday at the latest, 4 The shop normally closes ......-6 p-m. but once month it’s open 8p.m. 5. The hotel closes. 6 The doors locked . you arrive, shxweeks winter. 41.p.m. Pleaserring the bellif 1pm.Listening Changing and cancelling reservations Wecnessoy =) fe Look at the four hotel reservations. Are the sentences true or false? 1 MrFeindsis from Germany. true/false 2. MrFeindsis leaving on 15th May. true/false 3. MrFeinds would like foursingle rooms. _ true/false 4 Mr Marsh is staying for two nights, true/false 5) Mr Marsh would like a double room. true/false 6 Mr Olsonis travelling with his wife. true/false 7 Mr Olsonisarriving on ‘Thursday 27th May, true/false 8 MsWongisstayingon Tuesday night. true/false G 3.2 Listen to the three calls and make a note of any changes to the reservations. Listen again and check. ‘Work with a partner. Take turns to be caller and receptionist. Choose one of the reservations and practise changingiit. Caller Decide on two things you need to change and call the hotel, Receptionist Answer the call and make a note of any changes to the reservation. Activity Work with a partner. Student A's information is here. Student B's information is on page 61. 1 You're going to New York on business with colleagues. Call the Pacific Hotel and reserve rooms. Use this information. = Names: (your name), Mr and Mrs Mertins, Ms Kari = Arrival: Wednesday 14th June = Departure: Friday 16th June = Rooms: three = Room types: a single foryou, a double for Mr and ‘Mrs Mertins, a single for Ms Karin = Mobile number: 0885 928 3847 = Credit card details: card number 0088 4848 2323, expiry date 10/13, security numbers 234 Example I'd like 10 book accommodation for a group of four, plea 2 Call the hotel again to change your reservation. You are now arriving on Tuesday 13th June and staying until Friday 16th June. Mrand Mrs Mertins cannot go now. Example fd ”ke to change my reservation, please. 1 You work on reception at the George Hotel. You have rooms available, Answerthe call from the guest and take the details {or the reservation. Complete the screen on page 63. Example Good afternoon, George Hotel. How can |help you? 2 Answer the second call from the guest and make any changes to the reservation. Example What was the name, please? Unit 3 Taking reservations | 9Dealing with booking enquiries In this unit you wilt tum down bookings % give explanations nee a } suggest alternatives. Jeniak, G single Vasquez, S| oud Lar cute es E Gare, Rilo ER z Marcos, T [toi po > Eo win = Starter Look at the pictures. Why would a hotel or restaurant turn downa booking? = Listening Dealing with booking enquiries 1G 4.1 Listento the five calls and complete the table. The guest would like Why it not possible T adouble room for one | The hotel’ fully booked. night @ 4.1 Put the phrases in the correct order to make sentences. Then listen again and check. 1 please / moment / One 2. that night /fully booked / Were 3. adouble room / Td like to / for two nights / book 4 wedon't have /left/ I'm afraid / for those dates / any double rooms 5. that week / closed / the hotel’ for refurbishment / Unfortunately 6 not reopening/ till/ We're / Saturday the 9th of March. 7 but /that day / I'm sorry / with a business conference / we'e very busy 8 for/ is/ How many /it? 10 | Unit 4 Dealing with booking enquiries =e fee a : 3 Work witha partner, Use the promptsto practise dealing with booking enquiries. Take turns to be caller and receptionist. Caller requests Receptionist + family room for two nights no family rooms available (12th-14th December) + table for six «+ single room for 7th May «table for 12 for lunch tomorrow ++ fully booked. += hotel closed. «very busy / wedding party ‘table with view ofpark —_¢ no tables with view of park Language study [' Jexpressionstoleamt 1m looking fora... room for = 1?m sorry, we don’t. We're fully booked that night. ¥'m afraid we don't have any... rooms left for those dates. 1'm sory, but unfortunately, the hotel’s closed that week . For how many people? I'm sory, but we're very busy that day with .. ‘There isn't room foranother ten «. 1'm afraid all the tables with a view of . ave reserved. ‘Oh, that's a pity/too bad. availabilty harbour reopen business conference instead same busy (be) left ‘squeeze (sb) in following (week) partnerhotel_—_unfortunatety graduate ‘efurbishment view > Glossary page 102Te M_«=® Listening Suggesting an alternative Present Simple 1 Allotofhotels suggest alternatives to callers when there The Present Simple is used for facts or repeated actions (e.g. are no rooms or tables available. Work in a group. ane | Make a list of alternatives that hotels could suggest to Examples callers, e.g, try another hotel in the same town. We have a nice table in the corner... (Fact) 2 Whatalternatives could the receptionist suggest to the For groups, we usually seta table ... (repeated action) callers in) 4.1? Present Continuous 2 @ 4.2 Listen and underline the alternatives suggested to The Present Continuous is used for things happening at the the callers in) 4.1. How many did you think of? Hneof pesidne oreventayanand fos tine in ibe Suture, trying the Station Hotel / the caller gives his number Examples two separate rooms / a family room 1'm just opening up the reservations screen. (nov) callinga hotel next door calling hotelina different town +» the hotel's closed that week... We're decorating the a table in the Terrace Bar/a tableat the end of the restaurants... (future arrangement) Globe Restaurant 5 abiggertable//a table at the window witha different view > Language review page 86 3. GQ 4.2 Listen again, Do the callers accept the alternatives? Short forms a Bevo 3 4 5 Remember to use the short forms of verbs in spoken and informal written English. 4 Work with a partner. Practise suggesting and responding cease to alternatives. Use the alternatives in 2 or your own ideas. I?m sorry. We don’t have any double rooms left Example The hotels closed. A. You could try the Station Hotel. They may have a room Can"t you squeeze us in? available. B Could you give me their number, please? >> Language review page 86 A. Yes, of course. Its 0049. Complete the sentences with the Present Simple or Present Continuous ofthe verbs in brackets. Use short forms if Activity appropriate. ‘i f Ha Weaivays enjoy esting stthe Coluiba Hoaat Workwith a partner. Student A's infomation is hee, Student a (be) Sorry, but We nnn (Cl0se) the B's information is on page 61. hotel nextweel forrefurbishment. @ Make two calls to the Pines Hotel to make reservations. You. 3. The TaboraHotel often have) afunction room Senn tbe alee available at the weekend, 4k: (you take) table reservations online? B:Yes, ust logon to our website and clickon ‘Reservations’. 5 I'm sory, the manager... (not be) available, 1 double room / sea view / three nights (22nd-25th August) 2 table for seven / upstairs / 8 p.m. / Tuesday 14th February He show) some visitors round the hotel. Example Hello, I'd like to make a reservation, please. STi alae rul poe ©® You work on reception atthe Keys Hotel. Use this information to 8: Oh! That. (be) pity. deat with 0 call, Ae (Gravel to France on the 45th ofuly~ i (tay) atthe Chaumont Hotel. 41. dining room full (wedding) / alternative = table in 8 Hm! The beet (ook) deticious, but! 5 Sunshine Bar - offer same menu asin dining room (preted the baked fish, 2 hotel closed in February for holiday / alternative = 91. (not know) what the special dish is. Lakeside Hotel (0357 666333) this evening. The chef.. (prepare) the TBO Example Hello, Keys Hotel. How can |help you? 10 Good evening, Ms Jueles. - (you eat) Now do the activity again, but first decide on your own with us this evening? information. Make notes in the charts on page 64. Unit 4 Dealing with booking enquities | 11Correspondence By In this unit you will _Subject: confirmation of booking 3 write letters and emails to customers, Dear Mrs Tevez respond to emails and voicemails. Thank you for your eral cannes of | double room for 3 nights rom 30 Septernber ‘We also confirm your table booking for 4 on | October at 8 pm. = Starter _— a for the 3 days as requested, What types of correspondence do hotels use to contact - to seeing you in September: customers? Make alist of possible reasons for writing to Best regards customers, Toni Fong Reservations Example to confirm a roont reservation = Writing Letters and emails 1. Complete the first gap of each correspondence with one of the phrases. a Weenclosea copy of b_ Weare pleased to confirm your reservation Dear Ms Parsons © Regarding your request to change the dates of your 2 Complete the second gap with one of the phrases. Peoking : is 4 Unfortunately we are fully booked . — er —— : 4 as jowever we can ofer you accommodation at our | | includes l] partner hotel nearby ese their brochure for your 3. Complete the third gap with one ofthe phrases. information a Wehope we may be of b Welook forward © Weattach a copy of © Wehavealso reserved a parking space for you 4 Read the tips and rewrite the highlighted parts of the ore mretwaronat, GRAN VIA, 402, 08007 BARCELONA | cqailte aes ae 134935526536. wwu-hatalinterational.con tr Writing a good business email heh ret | 7 Uethenbeaineottherp vier | is about Edi EHS 9HZ is sone | 2 Use esting nd endings ae you woudin ater | Sentences in emails (and letters) should be short and clear {48S (keep ft short and simple) 4 Use spaced paragraphs for ferent topics. 5 Youcan write numbers I-0in emai 3 nights a letters write i service to you in the future, ‘these in words: three nights. ‘your eral Weranedelighte!| 6 Dont SHOUT in capital eters, #8 your reservation fr | 7. Don'tuse acronyms or abbreviations for customers, ‘eg FP (foryour information. 8 Read your email for spelling, punctuation and tone. Reservations Manager Dear Mr McKinnon, ‘our hotel brochure for your directions for arrival by road, ing from Tueschy 4 to Friday 7 December Yours sincerely Rosa Gonzalez Marketing Asian Benita Belin a 12 Unit § Correspondence= Language study Thank you for your email. We are pleased to confirm your reservation. Regarding your request to change the dates of ‘We also confirm your table booking for 4 on 1 October at 8 p.m. However, ie can offer you accommodation at our partnerhotel., We enclose/attach a copy of our brochure. We hope we may be of service to you in the future. abbreviation correspondence recipient ‘acronym enquire regarding (re) amendment look forwardtosth spaced brochure polite tone > Glossary page 102 1 Language check ‘Overview of greetings and endings letter email youdon'tknow DearSiror Madam DearSiror Madam thename _Yoursfaithfully _(Kind/Best) Regards youknow DearMe/Mis/ Dear Mr/Mrs/ thename Ms Bono ‘Ms Bono Yourssincerely _(Kind/Best) Regards youknow Dear Louise Dear Louise or personwell Hi/Hello Louise Bestwishes Allthe best/Cheers, 11 What greetings and endings should you use when writing to the following? 1 email ~ Jacques Dupont (new customer) 2 letter ~ Aldo and Maria Costa (customers you know well) ~Tom (colleague) = Veronica Beale (new customer - married status unknown) 5 letter ~ name unknown 2. Business letters and emails should be polite and formal. Rewrite the letter to Hans Wollman to correct the tone. Dear Hans Thanks for your letter. Here's a copy of the brachure you asked for. See you next week, Cheers James McClaren Intemational Hotel . 1 Listening Customer messages @ 5.1 Listen to five voicemails. What does each caller want? Caller I. Calter 2:. Caller3: Caller 4: Caller 5:. @ 5-1 Use your answers from 1 and these prompts to write responses to the voicemails. Listen again ifnecessary Example Dear Mrs Pele Regarding your booking enquiry, we confirm. room available / confirm reservation (email) 2. roomsare available / confirm amendments (letter) 3 confirm booking / double room for 5 nights, 12-17 February (email) 4 restaurant fully booked / offer table in Terrace Bar / same menu (email) 5. party roomsare available / enclose events brochure and menus (letter) ‘Work with a partner, Check each other's emails and letters for spelling, punctuation and tone. Activity 1 You workin front office in Hotel Davi in Florence, aly Write an email reply to Mary Tan (mary.tan@infotec.ch) confirming the changes to her booking. A double and single room are available for 2 nights from 9-11 June. You have booked her a parking space from 6 p.m. on 9 June to the moming of 11 June as requested. You have also reserved a table for three for dinner on 9 June at 8.30 p.m. You look forward to welcoming her to the hotel 2 You work in the Events Office of the Crowne Plaza Hotel, rue de la Roi 107, 1040 Brussels, Write a letter to Piet van Derbilt, Amstel 140, 1017 EZ ‘Amsterdam in reply to his enquiry about organizing a business lunch for 60 people on Friday 30th May. The Grapevine Restaurant is available for his party from 12-3 p.m. Enclose ‘sample menus. Also enclose directions to the venue (Five minutes’ walk from railway station). Unfortunately, you cannot offer parking. Mention the large public car park three minutes’ walk from the hotel. You look forward to hearing from him. ‘Work with a partner. Compare your correspondence and see if you can improve your writing, Unit 5 Correspondence | 13Welcoming guests In this unit you wilt make guests feel welcome } check them into their accommodation give them essential information. = Starter What situations do guests dislike at check-in? Look at the pictures. How can a hotel make check- positive experience for guests? = Listening Dealing with arrivals 1G) 6.1 Listen to a receptionist checking in some guests. ‘Tick (V) the information which is on the registration printout. 1 [Jdate ofbieth 6 [flight number 2 Ename 7 Eildeparture date 3 number of bags 8 [arrival date 4 EJpassport number 9 home address 5 [Jaccommodation voucher 2 G) 6.1 Listen again and complete the sentences. 1 Can you a seat? And we'll serve you with a enn FINK, 2 Welllcall when we're ready to 3 Could you have your and accommodation ready? sn FOF sumone Patience. 5 Could you just check the are correct on this printout? splease, your key card. 251-on floor. The porter will to your room, 3. Work with a partner. Look at the flow chart. Take turns to be receptionist and guest. Practise dealing with arrivals, 1 2 3 Lg seat / call name = refreshments 4 5 ‘check printout 6 sign passport 7 key card and room information 14 | Unit 6 Welcoming guests = Language study Good moming, everyone, and welcome. We'll do our best to deal with .. as quickly spo: Can you take a seat? And we'll serve you with a welcome drink. Could you just check the registration details are correct on this printout? Just sign here, please. Could you give me your passports)? You can collect them from reception in the morning. Enjoy your stay with us. collect (o)ourbest ready comect patience registration details dealwith printout sign home address quickly voucher >> Glossary page 102Possessive adjectives SINGULAR my, your, his, her, its PLURAL our, your, their Examples your long flight our best your reservations Object pronouns SINGULAR me, you, him, her, it PLURAL us, you, them Examples Could you give me your passports? Collect them from reception. Enjoy your stay with us. o> Language review page 88 Underline the correct alternative. 1 2 3 Could someone help my/me with my/me luggage? ‘We'd like to have breakfast in our/us suite. The porter collects the bags and takes their/them to the ‘The manis very tired and wants his/him room now. Porter, this is Mr Black's suitcase. Can you take itto his/ him in 3622 ‘There's Intemet access in you/your room. ‘The hotel takes good care ofits/it guests. Would you lke to join our/us fora welcome drinkin the lounge? = Listening When and where? 1G 6.2 Listen to the two dialogues and tick (¥) the correct information. 1 Breakfast is served in [] the ground floor café. [the first floo ] 7.30 to 10.00 a.m. } 6.30 to 9.00 a.m. [ [ 5 restaurant, 2. Breakfast is served from 3. The business centre in the mornings. is open 24 hours, 4 The fitness centre is opposite the lif. on the top floor. |) OO Dinner is served in the ‘Terrace Restaurant, the first floor restaurant. Oo 6 Dinner is served from 7.00 to 9.30 pam, 7.30 to 9,00 p.m, 8.00 a.m, 9.00 a.m. the currency exchange desk opens at joo |o! 8 You can buy ac rymap [_] from reception. [inthe hotel shop. Work with a partner, Practise asking for and giving information using the expressionsin 1 Example A Where’ breakfast served? B_ Breakfast is served in the first floor restaurant. Activity Work with a partner. Student A's information is here. Student a elonuatonieonmieust! © You work on ecepton at the Sudari Hotel. Check n your guest aise acts: Uae tic tornaied FACILITIES: 1 Fitness centre (24 hours) / No swimming pool = Hotel shop (books, newspapers, mans) 7.00 a.m,~11.00 p.m. = Currency exchange (next to hotel shop) 7,00 a.m.~11.00 p.m. Example Good afternoon. Welcome to the Sudari Hotel. @ Youarve atthe Central ote, Goto reception and checkin, Use your own name and ths information. = Room: twin, four nights = Ask about: lifts (partne where restaurant is 's wheelchair) / mealtimes / = You'd like a hair cut Example My name's... have a reservation for. Unit 6 Welcoming guests | 15Dealing with check-in problems In this unit you will manage customers on reception find solutions forproblems = Starter deal with guests’ special needs. Look at the pictures and identify three check-in problems. = Listening Problems at check-in 7.1 Listen and match the four dialogues with these problem situations a, [lene arrived at wrong hone b [_]guest’s room isn't ready [ear park full 4 [ Jhotel has overbooked rooms 2 @ 7-1 Listen again and complete the sentences. 1 Timafraid your room for you yet 2 ..in reception. Would tea or coffee? 31 sven FoOM for youat our partner hotel 4 Webooked our room several... 5. straightaway and [nso for complimentary wine and fruit sit 6 Well, you anemail mone Tt week. 7 ..ataxifor you. Its from here. 8 Didyou parking? 3. Work with a partner. Take turns to be guest and receptionist. Use the prompts to complete the receptionist’ part of the dialogue. G st Good afternoon. My name’ Robert Colas. Thave a reservation for tonight. Receptionist room not ready / offer complimentary tea or coffee in reception Guest Ta like to park my car first. Receptionist _pre-book parking? Guest Yes, id, Receptionist car parkat back of hotel / offer help with luggage Guest No, thank you. When will my room be ready? Receptionist rooms ready by 3 p.m. / offer toask housekeeping about room 16 | Unit 7 Dealing with check-in problems We confirm your reservation at |the Plaza on Wed = Language study [i cepressonsioleam Trrafa yauriooy an ead 8 Ve ite batd etd ae et ego PR este ate ar ee eae cons a I'm really sorry, but we're overbooked tonight. Tae ee ieee caren it pea Gue dda nat oad Whats the best thing do? adjoining free available) ramp allergy happen service (a room) allergy-tested high char smoke-free altemative occasionally special complimentary _overbook > Glossary page 102BC = Listening Dealing with special needs Past Simple Remembet! The Past Simple is used for completed actions amd events in the past and is often used with past time 1 @ 7.2 Listen and tick (¥) the three categories dealt with by the receptionist. expressions like (wo days) ago, yesterday lastnight, in 2007. {_]foodallergies [vegetarian menus (disabled access (special diets Examples You sent an email confirmation last week. Clancta Caltergies We ieee eee Le Dan [childrensneeds — } security Did you pre-book parking? No, | didn't Clbcatted water iene, >> Language review page 88 2. Q 7.2 Listen again. What items were requested in the 1 Review irregular verbs by completing the text with the three categories? Past Simple. | 3 Work with a partner. Take turns to be guest and Last week, Mrand Mrs Batt. fy to Barbados. -ceptionist. Practise request ing with th They .----(6leep) badly on the plane sothey eae See oa items in 2 (or use your own ideas). Use these phrases to (feel) verytred when they Get) emsin aah ta the hotel. They. igtepice see begin your request : g0 to their rooms, but he receptionist. eld oa be ‘We requested them their rooms... {not be) readyyet. They. What about ...? Isthere..2. Do youhave ..? inreception and (have) Gan Tfastebeck with yout coffee, then the (go) forlunch, = J eee Activity have gothaven't got ‘These forms are used! more frequently iv spoken Enailsh Work with a partner. Student A's information is here. Student than have/haven't. 8's information ison page 00. Examples We haven't gat a free room. © You work on reception. Greet the new guests and deal with I"ve gota space tomorrow. them politely and helpfully Use this information, © Guest 1: I's 10 a.m. Check-in is usually after 2 p.m. Offer drink or breakfast in coffee shop. You'll inform as soon as room is ready, > Language review page 88 2 Work with a partner. Student A’s information is here. ‘Student B's information is on page 60. Take turns to ask and answer questions to practise these Forms. Example B Has the Crowne Plaza got a restaurant? A Yes. I's gota world-class restaurant. ‘AI Use this information to answer yourpartner's questions. = Guest 2: Hotel smoke-free. Bathrooms only have showers. Bottled water in all rooms, 3t 3: Family with no reservation (walk-ins). No ing rooms. Extra bed no problem. Children's menu, No pool. Example Good morning. Can |help you? Crowne Plaza Hotel # 4 e oa eat neces @ Toke the role of three different guests arriving to checkin. Use airconditioned rooms business centre this information, world-class restaurant _free shuttle from airport roof terrace bar Wi-Fi in public areas fitness centre with sauna concierge services 24-hour room service (until midnight) conference facilities |A2 Find out ifthe Sunset Beach Hotel has got these things. Intemet access restaurant _sports faci swimmingpool —terracebar__airconditioning. conciergeservices tours, business centre gardens shops hhairsalon = Guest 1: Reservation for two nights, Ask about: disabled access from car park, getting to bar and restaurant by wheelchair. '= Guest 2: Reservation for two nights. Show booking confirmation of four weeks ago. 1 Guest 3: Reservation for three nights. You need car parking but haven't pre-booked. Book parking for next two days. Example Hello. We have a reservation check-in problems | 17Explaining how things work in the hotel room Inthis unit you will % help guests with the room facilities practise some useful small talk. = Starter Look at the pictures. What problems are the new hotel guests having? Can you think of any other problems hotel guests have with things in their rooms? = Listening How things work 1G 8.1 Listen and underline the correct alternative. 1 ‘The woman has a problem using her key card/door key. 2. The receptionist offers fo come/asks a porter to help her. 3. The man in 323 doesn't know how to make the lights work/hasn't got his key card. ‘The receptionist tells him to leave the key card in/ remove the key card from the slot. ‘The air conditioning isn't working/switched on in 531 The man wants to takea shower/bath. You enter the code before/after you close the door of the safe deposit box. 8. You use another/the same 4-digit code to open the box. 2 @ 8.1 Listen again and complete the sentences. 1 Icantt my room, ‘The key card doesn't seem... — I snows into my room but none of the 4 Ourroomis very the windows. stuffy and we 5 Canyouseean with an air con symbol? 6 Ofcourse, Just -wthe silver knob an the bath tap. 7 ‘Then close the door and any code by pressing the buttons on the door. 8 Tounlock, ust the code. 18 | Unit Explaining how things work in the hotel room \ 3. Workwith a partner. Practise explaining how things work using the verbs. 1 Explain to the guest how to get into the room and turn on the lights insert takeout turn open put not remove 2. Explain to the guest how to work the safe deposit box. put close enter turn enter (again) _keyin Work with a partner. Choose one of the other problems you thought ofin the Starter. Explain how to deal with the situation, Language study ES When you insert the card, a litle green light shows on the lock. Take the card out and turn the handle to open the door. Putyour card into the slot there. Don’t remove the card until you leave the room. Have you got the remote contiolto switch the ar conditioning on? Use the plus orminus buttons to set the temperature. Putyour valuables into the box. Then tum the little knob and enter the same code again. arrow insert slot button journey stuffy control switch knob tip digit point down valuables face remote control “> Glossary page 102Imperatives Use the imperative form for giving instructions. Examples Put your valuables into the box. Enter the code, Don’tremove the card until you leave the room. 1 Complete the instructions for accessing the hotel's Wi-Fi with the correct verb. dlickon logon complete enter ask To use the hotel's free wireless network connection: ne reception fora card with a Wi-Fi access code or network key. to your laptop, . internet Explorer to automatically view the hotel's home page. 4 the guest information screen. othe access cade. You should now be connected to the hotel's wireless, network. 2. Work with a partner. Choose one of these activities (or think of your own). Write some instructions for the activity using the imperative, + operatinga coffee machine to make espresso ‘+ using computerized booking system ‘+ welcoming a guest at reception Adjectives and adverbs Look at these examples, ‘Do | have the correct key card? (adjective + noun) ‘Are you putting it into the slot correctly? (verb + adverb) Note these irregular adverbs: good/welt,ard/hard, fast/ fast, late/late > Language review page 88 3 Undertine the correct alternative. 1. The porter opened the door easy/easily with the woman's key card. 2 Afterthe event, serving staff cleared the room quick/ quickly. 3. The safe deposit boxis secure/securely locked with the guest's digit code. 4 The hotel is good/well managed by an international staf. 5. Shuttle buses run frequent/frequentlyin high season. 6 Theyasked for separate/separately rooms for the children. 7 8 ‘Thebarwas busy/busily and service was very slow/slowly. He's gota really good/weell ob atthe hotel ® Listening Small talk @ 8.2 Listen and match 1-9 with a~i to make dialogues. 1 []How was your journey? [[]Did you find us OK? (lis this your first time in Spain? [Did you enjoy the trip to the castle? [Have you had a nice evening? [D the river trips are a really good day out. [J Have you visited the old quarter yet? (Clits beautiful morning, ist? (] What's the weather going to be like today? No. We visited the north last year. Are they? Well book one for later in the week. twas very straightforward, thanks. No hold-ups at al I'm afraid the forecast isnt very good. Not yet. We'e planning to eat there this evening, ‘Well, the one-way system in the city centre isa bit confusing. Yes, so were offfora long walk. Yes, thanks. It was very interesting. i Yes, very nice. We had a meal in the old town. menos Q 8.2 Listen again carefully to the receptionist’s intonation and practise the dialogues with a partner. Activity ‘Work with a partner. Student A's information is here, Student B's information is on pages 61 and 62. You work on reception. Use this information to checkin the new guest. Greet / ask about journey. ‘Weather forecast — hot and sunny all week. eal with check-in (sign registration/passport). Give key card ~ room 726. Room is on 7th floor. Explain how key card works for door and lights. Allrooms have air conditioning ~ remote control. Offer help with luggage. Wish guest enjoyable stay. Example Good evening. Would you like to checkin? You checked in ten minutes ago. Call reception with some queries. '= You don’t know how safe deposit box works ~ instructions aren't clear. Admit you only entered code once. '= You want to know how to operate shower. f= Ask about weather forecast for tomorrow — you're planning trip to national park. Example {don’t know how the safe deposit box works. Unit 8 Explaining how things work in the hotelroom | 1920 Serving drinks Inthis unit you will interact with customers in the bar and restaurant + talk about drinks. Starter Match the words with the drink groups in the table. Some ‘words may be used more than once. [draught still sweet single mixer red bitter sparkling rosé full-bodied lager softdrink double magnum dry white _medium fizzy Beers Wines Spirits Non- alcoholic sparkling sparkling Listening A busy night in the bar @ 9.1 Listen and answer the questions. What did Stef get for the group on the terrace? How did they pay for their drinks? Where are the bar's toilets? Do customers order drinks from the bar? Why did Mario speak to the men in the corner? Why did Stefask for the girls ID? 9.1 Listen again. Match 1-8 with a-h to make sentences. 1 (1Can we start a their ID? 2 can we order b call security. 3. []Takeaseat and ¢ atab behind the bar? 4 [Imeedtoaskyou dave you got? 5 [JIcantserve € drinksat the bar? 6 [Jtdor't want to f tocalmdown. 7 Jwill you check g you any more drinks. 8 []Whatothersoftdrinks h_ T'llsend the waitress over toyou, Unit 9 Serving drinks 3. Work with a partner. Use the prompts to practise expressions for situations in the bar. * toilets? startatab? — orderfrom the bar? + softdrinks? + calmdown — « nomoredrinks security -1D = Language study ES ee Canwe startatab behind the bar? Who ordered this? Excuse me, Where ae the toilets? Just down the stars on the right {can’t serve you any more drinks. You've got five minutes to drinkup. Sothat’s..Isthat right? Do you have ID? aperit half-boitle security chilled house white/red single malt corked bucket sparkling Language review page 88 41. Check your word order in questions by correcting the mistakes in the sentences. Can ask you them to calm down? ‘The under-age drinkers order what did? What other soft drinks you have got? Who did break the glass on the terrace? Did leave the men the bar quietty? Forwhat drinks did table 3 ask? Have the glass you removed from the terrace? Who does wantto start atab behind the bar? Use the prompts to make questions for the answers, you/check/theiriD? Yes, did. where /thewaiter/take Hetookittotable 6. the ice bucket? ‘who / Mario / work / with? He's working with Stef. 4 theyoung Australian waiter/ Yes, hes. be / good at his job? 5 whattime / you / Ina couple of hours - about finish work? midnight. 6 who /order/ champagne? _Itwasthe group on the terrace. 7 you/ wouldlike citrus Pineapple, please. orpineapple? 8 who / refuse / to serveyou? ‘The bar manager. Listening Drinks at the table @ 9.2 Listen to some customers ordering drinks ina restaurant, Answer the questions Isthe house white wine from Italy or Spain? Isthe Chilean Merlot light or full-bodied? What does the customer order at room temperature? Whats the problem with the wine? How much dessert wine do they order? House white 70d bottle by the glass House red 70d bottle by the glass New Zealand Sauvignon Blanc. Chablis Red wines” Chilean Weriot Rioja Bordeaux Dessert wines” Woscatel BeValenda Royal Tokaji Biue label Cockiaiis ‘Ghampagne cocktail ‘Americano Whisky sour 4 Margarita Liqueurs Courveisier Grand Mamier Baileys Drambuie Ask at the bar for our special selection of single malt whiskies LLL LE Work with a partner: Take tums to be server and customer. Use the Drinks list to practise offering and ordering drinks. ‘Try tomakeat east fourlines of dialogue. Example A. Would you like to order wine with your meal? B Yes, please. A dry white wine A. The Chablis is very popular. B Isitchilled? Activity Work with a partner. Take turns to be customer and server. Customer: You are in a bar with three friends. Choose a drink for each person from the list on page 62. Decide how each person ‘would like their drink. Ask the server about the different wines ‘and cocktails if necessary. You want to open a tab behind the bar. Server: Take the drinks order and make sure you know exactly what the customer wants. Answer any questions using the information on the list on page 62. Confirm the order. Agree to open a tab. Example A Good evening, What can I get you? 8. Can we have one mineral water? A Still orsparkling? 8. Sparkling, please. What's in the Screwdriver? A It's vodka and Unit 9 Serving drinks | 21Food service Inthis unit you wilt take customers’ orders explain what's in dishes talk about cheeses and coffee. = Starter Look at the menu. 1 Arrange the items into Starters, Main courses and Desserts. Compare your menu with a partner's 2. Doyou have any of these dishes in your country? 3 Whatare the most popular dishes in your country? = Listening Are you ready to order? 1G 10.1 Listen and tick (¥) the items on the menu that the guests actually order. 2 G 10.1 Listen again and complete the sentences. 1 What's the svn z 2. athe seafood salad. Are there vow iM it? 3 It a selection Of ssrumeumnnnnanne Of seafood on a green salad, 4. ..and oursteaks are 5 Ws. ‘onions, tomato and mango with chillies. 6 Could We have unsmnnnnnennen of the Chardonnay? 7 Have you ymadam? 8 We'dlike to see the. 3. Work with a partner. Take turns to be customer and server. Customer Ordera Starter and a Main course from the ‘menu above. Ask for recommendations, what's in the dishes and what they are made from. ‘Take the order and answer the customer’, questions, Server 22 | Unit 10 Food service Menu Chocolate cheesecake Soup of the day Ice cream Fillet steak with choice of pepper or red wine sauce Sea bass served with spicy mango salsa Goat's cheese and red onion tart Breast of chicken ‘with a cream sauce A selection of cheeses Seasonal fruit compote Chicken liver paté Mushroom risotto = Language study ii ee Itdoesn't contain any nuts. Itconsists ofa selection of different types of seafood What can you recommend forthe main course? The sea bassis fresh in today. It's made from onions... Is everything al right with your meal? Could we have another bottle of .? Anda little more bread, please. Certainly. ll get you some. asparagus frothy salsa breast of chicken goat’scheese ——seabass chill mango selection compote mix stewed fresh pistachio tart > Glossary page 102Talking about quantity Lookat the words used to talk about quantity. It's made from onions, tomato and mango with some chillies. Could we have another bottle of Chardonnay? Alitle more bread, please. Would you like more wine? 've had enough. rilget youone. ‘The word used can depend on whether the noun it describes is countable or uncountable. Examples Countable: five dishes, (a) few customers, another bottle, not ‘many reservations Uncountable: some bread, (a) little butter, not much time “> Language review page 88 Complete the sentences with the correct word or phrase. few enough alittle another how many more many how much much some 1 Oursupplieris very good. We don’t get corked bottles of wine. 2a people order three courses forlunch? Very Two courses are for most people. 3. The dessertis quite light - there isn’t ‘cream init. ah bread is left? 8: Only two pieces. And we need some. butter, too. 5 Can havethe fish with just... . ofthe salsa? ..bottle of Rioja and .- mineral water. 6 Table 5 have ordered. they'd like Sell = Listening Dessert and coffee 1G 10.2 Lookat the pictures. Then listen to the dialogue. Which oftthe items did the family order? 2 G@ 10.2 Listen again. Underline the correct alternative. 1 Mango sorbet isa sort of water ice/ie cream. 2. Fruit compote isa mix of fresh/stewed fruits 3 Dolcelatte isa strong/creamy blue cheese from Italy 4 Manchego isa creamy/strong sheeps milk cheese from Spain. ‘An Americano isa small/regular black coffee Alatte isa black/mitky coffe. Anespresso isa small strong/milky coffee. A cappuccino isa coffce with frathy/creamy milk on top. 3 Work witha partner, Take turns to ask and answer about the desserts, cheeses and coffees in 2. Activity 1 Asa class, brainstorm a lst of dishes fora three-course restaurant menu. With the help of your teacher, translate the ingredients into English, 2 Work with a partner to design a three-course menu using the ideas from 1. Give a choice of two or three dishes for each course. Make sure you know whats in the dishes. Take tums to be customer and server. Practise explaining the dishes to your partner. 3. Work with a different partner. Take turns to be customer and server. Order from each other's menu. Unit 10 Food service | 23Know your region Intthis unit you will 3 talk about and compare visitor attractions advise guests on what to do. = Starter What type of visitor attractions do guests often ask about when they're staying in a hotel? Make a list. What are the ‘main visitor attractions in your area or country? = Listening Advising tourists 1 @ 11.1 Listen and tick (W) the visitor attractions you hear that are on your list. Make a note of the attractions not on your list. Compare with a partner. 2 G 11.1 Listen again and complete the sentences. 1 Could Saturday evening? 2 Well the... but something musical for ismore expensive than the 3. Youcan 4 The Folk Museum is more. to help you with tickets. the Local 5 The Local History Museum is more and has.. 6 Ithinkthe Museum. Its not museum is the National as some of the churches, but its more beautiful, 8 Whichisthe... for restaurants and bars? 3. Work with a partner, Take turns to be guest and receptionist. Ask and answer questions about attractions in your area ora place that you know well Example ‘A Which is the best area for good local restaurants? B There arelots of good restaurants near the harb. 24 | Unit11 Know your region = Language study What about the opera or the English theatre? Which is more interesting, the .. orthe..? Ithinkthe most interesting... is The cathedral is definitely worth a visit too. It's notso .. as some ofthe... , but i's certainly more... Anotherthing that might interest you is. Which is the best area forrestaurants and bars? The main tourist places are all around the cathedral. alley definitely informative archaeology fascinating period (of history) architecture further traditional concertseason guidebook uptodate culture > Glossary page 102 ET ae, Comparisons ‘Check you know how to make compari examples. The food is... cheaper. The area around the cathedral isthe oldest partofthe city. (add -er/the -est to short adjectives) The opera is more expensive than the theatre. {think the most interesting .. isthe National Museum. (use more/the most with longer adjectives) The food is as good as in the cathedral square. (=the same as) It’snotso old as some ofthe churches. (= some ofthe churches are older) Note these irregular adjectives: good/better/the best, bad/ worse/the worst, itle/less/the least, far/further/the furthest. ns. Look at these > Language review page 901 Find the different comparative and superative forms in the Listening script for) 11.1 on page 73. moreexpensivethan..... 8 more interesti 9 10 1 2 3 4 5 themostinteresting..... 12 6 7 2 13 14 Complete the sentences with the appropriate comparative or superlative form. 1 City centre hotels are general (expensive) than hotels outside the city. 2 Damascusis probably. the world. 3 TRE HOLLIS enemies last month. 4 The bad weatherin june felt February. 5. The restaurant service was bad yesterday but even ‘ (bad) today. 6 Julyis le) popular month as the middle ofthe rainy season, 7 fyou book out of season you get a (g00d) deal. 8 Thetramis. (ld) city in (busy) this month than (cold) .- (not frequent) asthe bus. Listening Things to do in Granada Q 11.2 Listen and number the places in the order that you hear them, a Lieity centre b [Alhambra and Generalife ¢ (C]Satomonte d [_]Sierra Nevada e [JAlbaicin quarter @ 11.2 Listen again, Which of these things can be found in the places in 1? Some things can be found in more than one place flamenco garde ard tap: scture shopping museums Work with a partner. Take turns to be visitor and resident in Granada. Ask questions about the places and things to doin 1 and 2. Examples A Weld like to visit some gardens. B Goto the Generalife, it has beautiful gardens. A. What about trips outside the city? B_Timsure youd enjoy a day in the mountains ofthe Sierra Nevada, Activity ‘Workwith a partner, Student A's information is here. Student B's information is on page 63. @ You work on reception in a New York hotel. Use the web page to answer the guests’ questions. Where possible, use the information in brackets to compare the tourist attractions. New York City attractions Gimme s ‘© EMPIRE STATE BUILDING ~ viewpoint on 86th floor (better in evening to avoid queues) ‘© STATUE OF LIBERTY from Staten Island ferry (ferry cheaper than a tour) ca ‘© ELLIS ISLAND IMMIGRATION MUSEUM ‘% Walk around the historic Wall Street area ‘SOUTH STREET SEAPORT SAILING SHIP MUSEUM (quieter part of city) ‘© METROPOLITAN MUSEUM OF ART (covers a longer period than Museum of Modern Art) ~ spend at least two hours there ‘& MUSEUM OF MODERN ART ~ also wonderful (more speciali or ‘& Broadway theatres for musical shows and plays (big shows are the most popular) emi) ‘© FIFTH AVENUE for all the big shops (Saks the biggest) ‘© CENTRAL PARK — huge park, wonderful z00, great summer theatre ‘ BATTERY PARK — good for free events ~ music, art, dancin © You've recently arrived in istanbul. Ask the receptionist fora city map and some tourist information about the city. You want to see the most important sights and you're interested in the following. Islamic art archaeology shopping for nuts and spices excursions outside the city Unit 11. Knowyourregion | 25Inthis unit you will ® talk to guests about travel options & give advice about local transport and tickets. Starter Work with a partner, 1 Name the forms of public transport in the pictures. Which of these are available in your town, city or country? Are there any other forms of transport where youlive? 2. How often do you use public transport? Which forms do you prefer? Why? Listening Giving advice about local travel 1G 12.1 Listen to the dialogues and complete the notes the guests made. 1 a : NB Be arom Cruise from harbour = ee winecer rier - leaves. ees Ferry from jetty ner op com rmrwanaend = Mawes Waterloo 7.30 and 1,00 ~ returns OF crcrnnnnonl £0 Richmond, then From hotel : 26 seegenepannmnl py we Station or bus amber. ‘Art gallery ~ bus number 42 fron 7 bt not between Unit 12 Explaining travel options 2 @ 12.1 Match 1-9 with a-ito make sentences, Then listen again and check. 1 []itwould bea good idea 2 []Well, why not take the ferry 3 [there's a small café, but 'd recommend 4 []Youcan take the underground 5 [_]Why dont you leave 6 [JYour best option isto 8 9 [F}tn my opinion, [You could take (]How about taking a packed lunch from the hotel b_ taking the underground to Richmond, then the boat? lic transport? ized cruises from the harbour © your car here and use pu d_togoonone ofthe orga take bus number 42 from Central Station tothe gallery. f thetrain from Waterloo. 8 h from the jetty near the market square? to Central Station, the best way to get to Hampton Courtis by riverboat. 3 Work with a partner. Take turns to be guest and receptionist. The guest uses these prompts. The receptionist responds with the correct sentences from 2 Island how to get there? / you want to stay longeron the island / food on the island? City centre how to get there? / parking at art gallery? / howto get to gallery? Hampton Court how to get there? / you want a shorter, route / you donit want to take train = Language study Could you tell us how to get there? Itwould be a good idea to goon .. Why don’t you leave your car here? It’s much more conventent.. ‘Avoid travelling between You could take the train from. How about taking the underground to... , then the .. Take the District line to. then change to the . and ...in the afternoon,LL 3.) 12.2 Listen again and answer the questions. congested advance ticket machine credit jetty top up (a card) cruise organized underground deposit refundable valid feny stamp{aticke) zone heavy trafic) strip (oftickets) > Glossary page 102 Recommending, suggesting and advising Look at these examples showing the form ofthe verb which follows expressions used to recommend, suggest and advise. Itwould be a good idea to (take) . Why not take) the ferry Vd (strongly) recommend (taking). Your bestoption isto (take). You can/could (take) Howabout (taking) . ‘In my pinion, the bestway to (getto) . > Language review page 90 Undertine the correct alternative, 1 Itwould be a good idea vsit/to visit/vsiting the cathedral inthe evening. 2 You could take/taking/to toke the cable carto the top of ‘the mountain. 3. Inmy opinion, the best way to see/seeing/see the harbour isbyboat. 4 Md recommend to buy/buy/buying a strip oftickets. 5 Why not go/to go/gaing by riverboat? {6 Youcan take/to take/taking the bus ~itstops opposite the hotel. 7. Yourbest option s to rent/renting/renta car. 8 How about fo visit/vsit/visting the old town? = Listening Giving advice about tickets 1 What payment systems are used for public transport in your city ora city you've visited? Can you buy a ticket for use onall forms of transport? 2 @ 12.2 Listen to a receptionist giving advice about tickets to four guests. Which forms of transport are discussed in each dialogue? 1 2 ea and other forms of public transport 4 S-bahn, s buses, ww in the harbour and on the river Elbe Dialogue 1 1 What does the receptionist advise the guests to do? Dialogue 2 2. Where can the guests buy the strip of tickets? Dialogue 3 3 How much does the card cost? 4 Can you get money back if you don't use it all? 5 Howlongisit valid? Dialogue 6 What kind of ticket does the receptionist recommend? 7 Why should the guest go to the Hauptbahnhof? 8 Why doesn't the receptionist say how much it costs? Work with a partner. Take turns to be guest and receptionist. Use your answers from 2 and 3 to give advice about tickets and travel cards. Guest Receptionist ferry tickets? ticketsin advance bus tickets? strip of ten tickets travel in Hong Kong? Octopus card travel in Hamburg? travel card Activity ‘Work with a partner. Student A's information is here, Student B's Information is on page 65. You are the guest. Ask the receptionist how you can get to ‘= the beach ~ you don’t want to stay there for more than three hours f= the City Museum. Example Can you tell me how to get o You work on reception. Give the guest advice on travel and tickets to these places. There are two travel options for each place. ANIMAL WILDLIFE PARK Option 2: car (car parking expensive) Option 2: underground - Park station -* shuttle bus to park (shuttle bus every 12 minutes) | combined ticket for Underground, bus and shuttle bus ~ buy at underground station AIRPORT Option 1: taxi (most convenient, but expensive) Option 2: taxi -* Brighouse + new monorail to airport (quick, comfortable ~ monorail ends in airport) / 3-day travel card Includes all public transport + monorail to airport Example in my opinion, the best way to get to is. Unit 12 Explaining travel options | 27Giving directions Inthis unit you: give directions to areas in the hotel give directions to places outside the hotel. = Starter ‘What do the icons at the top of the plan of the ground floor and basement ofa hotel represent? = Listening Giving directions inside the hotel 1 G 13.1 Listen to the receptionist giving directions. Match the icons to places a-fon the plan. 2 @ 13.1 Listen again and complete the sentences. 1 ..tothe third floor. Just the reception area and past the shop. 2. Canyou tell mehow. pool, please? 3 Go.. the stairs, the corridor and then into the changing rooms on... 4 Youcaneither _the changing rooms ablue door, which will ‘you into the fitness centre... 5 Or. the swimming. the corridor, past the changing roomsand. . the next door on the right. 6 Onawarm day, it's nice to go. the terrace. 7 From there you can go. then round the hotel the car park. 8 Asyou of the conference room, they Fe sannnsnnone le. 3 Work with a partner. Take turns to be guest and receptionist. Use the plan to ask for and give directions to placesin the hotel. 28 | Unit 13 Giving directions = Language study ESCs Youcantake the lifttothe. Go down the stairs, along the corridor and t there Continue along the coridor, past the ke the next dooron theright. Follow the sign for the business centre. ‘As you come out ofthe .., they're on the left. When you leave the hotel, turn left. Take the second road on your left. Continue untlyou comet Geis corrider footpath steps either library town halt follow receptionarea track Be desyeaioaIron = Listening Giving directions to places ance outside the hotel “ a? ° 1G 13.2 Listen to the directions to places of interest. Find the places on the map below. - ha 1 eapemcinin or ei Bsc 2 @ 13.2 Listen again. Correct the false information in ~ the sentences. ‘There are art shops and tearooms in King Street. 4 ead 2. Youcan see the harbour from the top of the art gallery. 3. Theschool isan old building. 4. You should leave your car on the beach 5. You can drive from the library to the windmill. oe 6 Theold cottages are on the right. Activity s ‘Work with a partner. Student A’s information is here. Student B's information ison page 62. Use the hotel plan and the map ew °C : on ecoretatioe @ You ate the guest. Ask the receptionist for directions to: 2 Gate pare eroe seen seaman w thelitts w= theterrace the business centre 2 You can walk down/round/straighton the hotelto get. tothe rose garden atthe back. Example Can you tell me where the lifts ae, please? 3. Walkround/onto/along the coridorbesidethe mere the tts ate oeehoe @] -vouwoik on reception: Give the rvestresfons, 4 Followthe signs onto/up/to reception, — © You are the guest. Ask the receptionist for directions to: 5 when you come the swimming pool, continue straight ‘iibact/ronets Wajeandoer® " theharbour = theschool = the golf course 6 This door willtake you into/along/up the fitness centre, 7 Youcan getto the terrace clong/into/through the conference room. @ Youwork on reception. Give the guest directions. 8 Asyou come down/across/outofthe hotel, the car parkis = conyourright,. Example Go along the corridor past the shop. 3 Giving directions | 29. 1 30 Meeting customer needs In this unit you will B] +» deal with customer needs +, > talkabout customer care and customer service. Starter ‘What customer needs and requests are suggested in the pictures? What other customer needs and requests can you think of? Listening We're here to help you @ 14.1 Listen to three dialogues. What do the customers need? Use the information on the left to help. Reason Need 1 noshampoo more toiletries in bathroom carly flight reception party 2. driving to hotel get out of car park 3. party dress bathroom towels 14.1 Listen again and complete the sentences. 1 Weneed...... toiletries in the bathroom. 2 Tllask housekeeping some in your Tilsee if... available, We need .. .. the hotel. smuoseune from reception? Tcan help you with? dress needs... Isthere.... 3 4 5 Doweneed to geta.. 6 7 Mydaughters urgently. 8 The dress will be back... by four this afternoon, 9. Thechildren in the bath by accident. Unit 14 Meeting customer needs Work with a partner. Take turns to make responses to the customer needs. Example A Weneed more toiletries in room 439, please. B ll ask housekeeping to put some in your room. ‘We need a wake-up call for 6a.m. tomorrow. We need a babysitter for Wednesday evenin need directions to the hotel from the motorway. Do Ineed a parking permit? My husband's shirt needs pressing ‘The bathroom towels need changing. Language study Ex I'llask housekeeping to put some in your room. I'l book a wake-up call foryou now. ‘What time would you like to be called? Il see ifwe've someone available. You need to come off the motorway at exit 33. You'll need a card to get out of the car parkin the morning. My ..needs pressing. The bathroom towels need changing. birthday log (vb) slip road, budget motorway succeed exceed roundabout (US circle) successful expectations satisfied wedding reception improve > Glossary page 102Estar 2 @ 14.2 Listen again, Match 1-8 with a-h to make oe at these examples of how need is used. + need meaning ‘require? We need some more toiletries. I don'tneed « babysitter. Do you need a wake-up call? Yes, Ido. / No, I don’t (need + noun) ‘My husband's suit needs dry cleaning, (need + -ing) ‘+ need meaning ‘have to” You need to come ofthe motorway at exit 33. (need +-to infinitive) o> Language review page 90 Complete the sentences with the correct form of the verbs in brackets. (need / book) a wake-up call for tomorrow. 2 The guestin room 176. his Suit... (need / press) urgently. 3 Guestswith cars. ~ (need / get)a permit from reception before parking. 4 The lady in r00M 557 wns babysitter forthe whole evening. (they / need) more pillows in 4322 (need / clean) before the (notneed) a 6 Therooms... tourgroup arrives. 7 Reception staf. ‘when the hotel is busy. 8 Thenewarrivals. the city centre. ineed / work) overtime Listening Customer care and customer service @ 14.2 Listen to the presentation and underline the correct alternative. 1 The hospitality industry is all about the staff/customer 2 A business must try to meet and even succeed/exceed customer needs and expectations... 3 A successful business isalways working to improve/ increase customer service. 4 AS-starhotel hasa laundry/porter service, buta 3-star doesnt. Leisure/Businesstravellersat the weekend areon a budget. 6 Guests may have certain/specific needs because of disability or diet. A satigfied/dissatisfied customer will come back. 8 They'll suggest/recommend the hotel to new customers. -(need) amapand directionsto (@ phrases. Then practise saying the phrases 1 Dlexceed a travellers 2 Flasuccessful —b expectations 3 LJimprove © needs 4 C)ditterent customer 5 Cleisure ¢ services 6 [basic f business 7 Cspecific g customer service 8 [Jasatisfied h levels of service How does the star system work in your country? For example, what level of service do customers expect in a 3-star hotel and in a 5-star hotel? Activity Work with a partner. Student A’s information is here. Student B's information is on page 62. Acustomer calls about holding a reception at your hotel. Find out information about the reception and what the customer needs. Use this information. date and time number of guests programme for day (arrival of guests, type of menu, etc.) accommodation? parking? flowers? Example Good afternoon. How can |help you? ‘You want to hold an 80th birthday party for a relative on 16th March at 6 p.m. Call the hotel to discuss what you need. Use this information. 30 guests room with a bar buffet meal birthday cake accommodation ~ three family rooms for one night parking spaces for ten cars You're making your own invitations. Example dike to enquire about holding an 80th birthday party Unit 14 Meeting customerneeds | 3132 Complaints and apologies Intthis unit you will 3 accept and apologize for complaints promise action to help customers, Starter ‘Work with a partner. Makea list of common complaints made by hotel and restaurant customers. Listening This is unacceptable @ 15.1 Listen to the customer's complaint and underline the correct alternative. 1 The woman has been waiting for four/two hours. Housekeeping has/hasn’t finished servicing the rooms. ‘The guests have been travelling for 12/15 hours, The hotel needs several hours for transfer/changeover of guests, 5 The courtesy room is on the second/ground floor: 6 The manager offers a breakfasi/late lunch menu. @Q 15.1 Listen again and complete the sentences. 1 Tllcheck if housekeeping has finished your rooms yet 2 Yes, thanks. WeVe serene Coffee 3 Weve hada long flight plusa coach on ftom the airport. 4 Yourrooms won't foranothertwo hou 5. Ofcourse.1'll the .- manager for you. Iwant to the delay in checking into our rooms. 7. The travel company has - with no tour representative or 8 Weshouldnt four hours before we can cl wait for more than, eck in, Put these six steps for dealing with a complaint in the ‘most logical order. Then make a note of the expressions from the listening used for each step. Example 1 What seems to be the problem? apologize. [Promise action to put things right. [Listen actively. 4 [Z]Find out what’ wrong, e [_]Sympathize with the customer. £ [_]Reassure the customer that you understand, Unit 15 Complaints and apologies Work with a partner. Take turns to be manager and guest. Example A What seems to be the problem? BL want to complain about Manager Find out what the problem is and promise action, using the expressions you noted in 3. Guest room not ready / been at hotel three hours / long drive from ferry /hungry/ havea headache Language study What seems to bethe problem? Iwantto complain about the delayin checking into our rooms. This reallyis unacceptable. Junderstand. Pilspeak to housekeeping straightaway. ‘Yourrooms won’t be ready for another two hours. You're quite right. |1do understand. 'm very sorry that you've had to wait. {'m sure we can do something to make your wait easier, as apologize maintenance surrounding area changeover page (vb) sympathize courtesy room —_ priority transfer (vb) exhausted reassure unacceptable freshen up resort high season short-staffed > Glossary page 102Present Perfect Remember! The Present Perfect (have + past participle of the verb) is used for * actions that happened in the past at na spec have important results now ‘+ recentpast actions ‘+ actions not yet completed. Look out for key words already, just and yet which are usually used with the Present Perfect. time, but Examples We've had a long flight. (so we're exhausted now) Ive just checked. We've already had coffee. They haven't finished yet > Language review page 90, 11 Use the prompts to make sentences with the Present Perfect and already, just oryet. 1 housekeeping / finish / the rooms ~ no Housekeeping hasn't finished the rooms yet. 2 pay / his bill - yes He's already paid his bill. 3. the guests / complete / the registration card - yes 4 they / book / table for dinner —no 5 porter /take / the luggage to room 43 — just 6 Mrand Mrs Laval / have / theirlunch — no 7 he call / to say they'llbe late —just 8 the guest /talk/ tothe tour rep — yes forand since When the Present Perfect used for actions that started in the past and continue in the present (unfinished time), use for or ‘ince + time phrase to say how long the action has continued. Examples We've been here fortwo hours. We haven't eaten since yesterday evening. >> Language review page 90 2 Complete the sentences with the Present Perfect and for orsince. 1 We. a1 3 He years. 4 The restaurant, * -lastyear. 5 Theweather : the last four days. - (have) no sleep. not see) her - (have) the same car. -- (aot change) the menu (be) cold and wet stening /'m really very sorry 1G) 15.2 Match the complaints 1-8 with the apologies “Then listen and check. 1 []Our room hasn't been serviced yet today. 2. [J The people in the room next door played loud musicall night. {The Internet connection isn't very good. Itkeeps disconnecting. [1 the traffic noise kept us awake all night. [Weve been waiting 25 minutes for our drinks, [his fish i really undercooked. Its still frozen in the middle. 7 [)'this glass is dirty. There'sa lipstick mark on it. 8 [Our bathroom tap is constantly dripping. a Ido apologize. I'l get youa fresh glass. b_ Tm sorry about that. I'll ask maintenance to come and check your connection. ¢ Tmsorry. Would you like me to try and change you to a room away from the road? You're right. 'm really sorry. ll return itto the kitchen and tell Chef. T'msorry. That’ very annoying, I'l arrange for maintenance to fix it £ Oh,Pimsorry. I'll ask housekeeping to do it now. g Tm very sorry. Illspeak to them about it. Let reception know ifit continues tonight. h_ Ido apologize. I'll bring them straightaway. 2. Now work with a partnerand practise the dialogues in 1. Activity Work with a partner. 1 Choose two of the complaints you thought of in the Starter. 2 Brainstorm the details of the complaint(s) and what the hotel or restaurant could do to put things right. 3 Take turns to be customer and member of staff. Practise making and responding to the complaints. When you are the member of staff, remember to follow the six steps for dealing with a complaint from 3 on page 32. Example A Jwant to complain about .. B Could you tell me exactly what the problem is? Alternatively, Student A, use the customer complaint on page 63. Student B, use the customer complaint on page 66. Unit 15 Complaints and apologies | 33Mistakes and problems In this unit you will He checkdetails % finda solution > offer compensation = Starter Look at the pictures. Tell the story of the problem these hotel guests had and how it was sorted out, Do you know any similar stories from your own experience? = Listening Sorry, it’s our mistake 1 @ 16.1 Listen to the receptionist dealing with the problem and tick (W) the correct information. ‘The problem 1 [Jorong hotel [F]werong rooms 2 FJrooms not adjoining [Jrooms on different floors 3 [_Jnolifts (no disabled facil 4, Eno balcony (Fno sea view ‘The mistake 5 Jurong name given []wrong name keyed in by reception ‘The solution 6 [Jmove guests out of wrong rooms [] move guests to another hotel 7 [| move Jonssons out of sea view rooms (transfer Johnsons’ luggage into right rooms ‘The compensation 8 [_Jchampagne and flowers in the rooms [voucher foranother stay [free meal in the restaurant 2 @ 16.1 Listen again and complete the senten ‘our room allocation, ‘There’ been a.. . exactly what the problem is? l 2 Could you 3. We booked rooms with i 4 That's fine. Could you fora moment? 5 Im smnanunsew Again about this, 6 Itsour mistake. 've everything sono 7 Amistake was made checked in. 8 Please snennnne a complimentary dinner 34 | Unit 16 Mistakes and problems Work with a partner, Take turns to be receptionist and guest. Use the phrases in 2 and Expressions to learn to practise the situation in the listening. Example Could you explain exactly what the problem is? Find out the problem " Apologize = Promise action ® Explain the mistake => Tell guests the solution "Offer compensation Language study Could you explain exactly what the problem is? | do apologize, understand how you feel. {'msurewe can finda solution. F'llook into this at once. Fil check what's happened and come back to you straightaway. Please accept a complimentary dinner... o make up forthe inconvenience.RTS = Listening /’m sure we can sort balcony inconvenience upset came back solution worry confuse sort out delay terminal (computer) > Glossary page 102 | Indirect questions Indirect questions are often used to sound ‘softer’ and more polite or formal than direct questions. Look at how the word order changes in the indirect form. Direct: What exactly is the problem? (question word + verb + subject) Indirect: Could you explain exactly what the problem is? (polite phrase + question word + subject + verb) The auxiliaries do/does/did are not necessary n the indirect, form. Direct: What type of rooms did you book? Indirect: Can you tell me what type of rooms you booked? Use ifor whether when there’s no question word. Direct: Has the other family arrived? Indirect: Do you know if/whether the other family has arrived? Use these phrases to introduce the indirect form. Could you tell me what your home address is? Do you know what time your fight leaves? Can you explain what the problem is? Do you remember who checked you in? Would you mind telling me what advice the airline gave you? ‘Do you know ifyour bags are on the coach? Could you let me know when you're arriving? Change the questions into the indirect form using the phrases above. 1. Where's the nearest post office? 2 What's yourname? 3 How many nights are you staying? 4 Does the tour rep come to the hotel in the morning or the evening? Did you check the time ofthe light? What time would you like lunch? Where did you last see your passport? What are you going to do today? What's yourtourrep's name? Do you want dinner tonight? something out Q 16.2 Listen to the two dialogues and answer the questions. | What isthe problem situation in each dialogue? 2 What two things does the member of staff do in each dialogue to sort the situation out? @ 16.2 Match 1-10 with a-j to makes listen again and check. Ltty notto again what's happened? [Jr bring some menus Critcome backina few minutes worry. through to youin the bar. a 2 [[rmsurewecan b_ itstraightaway. 3 [JCould youjust tell me c through to the bar? 4 [rilsee to d__ your table won't be long, 5 [}¥ou could email © andexplain what’ your office happened. 6 [_|Would youliketocome f quite understand. 7 [JOfcourse, sir,1 and take your order. 8 [[fmsure sort something out. 9 0 3. Work with a partner. Use the phrases in 2 to practise sorting out the situations in the listening. Activity ‘Work with a partner. Student A’s information is here. Student B's Information is on page 64. Read your information carefully. @ You're a guest (part of an elderly couple) checking in to a hotel you've stayed in several times. Use this informati ‘= When you booked, you requested your usual room ~ 123 fn the ground floor. You don’t want another room. = Your partner is nearly blind, so you prefer the ground floor, = You don't want another hotel = You're not happy with the level of service, = Eventually accept the receptionist’s offer. Example Good afternoon, we have a reservation .. G siootws cover nacesleror Usa ng intonation. Customers you see every week arrive for their table. No table available for 30 minutes. Their table booking has been cancelled in your book. Apologize. Admit to restaurant's mistake. ‘Suggest drink in bar. Offer to bring menus through, Offer to serve starters in bar. Offer free bottle of wine as apology. Example Good evening. Do you have a reservation? Unit 16 Mistakes and problems | 35Giving advice and assistance Inthis unit you will 3 give reassurance and advice % assist with problems and emergencies talk about first-aid procedures. = Starter ‘Travellers sometimes lose things or have property stolen. What items do you think are missing for the new arrivals in the pictures? Have guests reported lost or stolen property to you? How did you deal with it? = Listening Lost property 1. G@ 17.1 Listen to the two dialogues and answer the questions. 1 Whats the woman's problem? What does the receptionist offer to do? What does the woman decide to do in the end? ‘What has the man lost? What does the receptionist think could have happened to the lost item (two things)? 6 What does the man remember about the lost item? 2G 17.1 Listen again and complete the sentences. 1 Ate the c88€8 sn ? 2. There’a.... that’s open till seven 3. Welll goand before then, 4. Yeah. I've looked . 5 Perhapsit : your rucksack 6 If they don't have it, the will be to contact your consulate. 3. Work with a partner. Use the prompts to make dialogues, toadvise and reassure the two guests. Guest | My suitcase hasn't arrived. Receptionist sympathize — labelled? + contact airport for update? Guest | _Tidlike to buy some things before the shops close. Receptionist local store = unless urgent -* ask tour rep Guest2 ve lost my passport Receptionist check belongings? - fall out of rucksack? Guest2 If spoke Turkish, Mi call the airport. Receptionist Icall—+ contact consulate Practise the dialogues. Take turns to be guest and receptionist 36 | Unit 17 Giving advice and assistance = Language study ''m sorry to hearthat. lfthey find the luggage this evening, they'll send ito the hotel. {could contact the airport for an update. Don't buy anything unless it's urgent. Ifyou askyour tour rep, she'll advise you, When didyou last see it? Have you checked all yourbelongings? IF1 spoke Turkish, I'd callthem. can call them foryou. airtine collapse nauseous baggage carousel faint recovery position belongings heart attack rucksack breathe label steal chest lost property unless > Glossary page 102First and second conditionals Use the first conditional for likely or possible situations in the future. Examples Ifyou ask your tour rep, she'll advise you (ifs Present Simple + I) ‘PUlcontact the consulate iflost property hasn't got it (+ if+ Present Simple) Use the second conditional for unlikely or unreal situations now or in the future. Ifthe shops were still open, we'd be able to buy a few things. G+ Past Simple + ') (But they're not open, so we can They'd callifthey had any information. ‘a + ifs Past Simple) (But there's no information, so they haven't called) You can use unless instead of i Don't buy anything ifitisn’t/ unless it’s urgent. not. p> Language review page 92 1 Undertine the correct alternative. 1 Ifthe room is ready before 2p.m., we will/wouldtell you. 2 | contact/wouid contact the police ifmy walletwas stolen 3. Hguests notify us of late arrival, we will/would hold their rooms 4. Reception would callan ambulanceifa guest would have/ hhad a heartattack. 5 Ittheyvisit the castle, they would/wil see the old walls. 6 |llost my passport in London, | wil/would go to my ‘embassy fora replacement. 2 Complete the sentences withthe correct form ofthe verbs inbrackets. 1 Ifthey find (ind) the luggage this evening, they tothehotel. likely) 2 Imoulda't checkin (not checkin) my luggage unless it 19s (be) clearly labelled. (unlikely) 3 We ssenonone (Ot cal) home unless we - {have) an emergency. (likely) ain (speaW) thelr language, | (@sW them. (unlikely) 5. The driver andit (not contact) the hotel unlesshe (find) the passport. (likely) 6 Ifthey.. ». (go) travelling, they... (visit) India and Thailand, (unlikely) 7 Unless YOU nnn (Close) the zip of your rucksack, YOUr PASSpOMR ern (fallout. (likely) al (not know) whatto do if someone .. (Steal) all my belongings. (unlikely) = Listening Can you call a doctor? 1 Activity What do you know about first aid? Have you had to give ‘emergency help? What did you have to do? @ 17.2 Listen and tick (V) the first-aid procedures carried out. call ambulance apply ice keep patient warm, cover with a dressing calm and reassure patient lie patient flat loosen clothing put in recovery position raise legs apply firm pressure Q 17.2 Listen again and number the sentences in the correct order of the story. a (His wife called reception for help. b [David told reception to call an ambulance. ¢ [| Mr Yamamoto felt weak and dizzy and his chest hurt. 4. [| David put him in the recovery position. e e ‘Mr Yamamoto collapsed in his room, (David told him to lie flat and he put pillows under his legs. & [David undid the patients shirt button so he could breathe more e¢ h_[_]Reception asked David, the first aider, to go to 256. i [_]Mr Yamamoto felt nauseous, Work with a partner. Use the information in 3 to write a short version of the dialogue from the point when David arrives in the room. Then practise the dialogue. Example David How are you feeling, Mr Yamamoto? MrY A bit weak.. 1 Work witha partner. Take turns to ask and answer questions about the situations using What would you do i = you won the lottery © you lost your job ‘= your friend broke his/her arm = you found someone’s wallet in the street = a guest fell down the stairs ‘= a guest reported money missing fram their room = your pet went missing = your colleague didn't arrive to take your place at work = you had a nose bleed Example A What would you da if someone stole your bike? B ifsomeone stole my bike, I'd reportit to the police. 2 Write six What would you do if..? situations of your own. Then aska partner. t Unit 17 Giving advice and assistance | 3738 Telephone communication problems In this unit you will 4 focus on customercare deal with difficult communications. Starter Good customer care means that we keep smiling, even during difficult phone calls. Tick (¥) the things you find difficult (or think you would find dificult) when communicating in English on the phone. Compare with a partner, (JI don't know what to say. (CJ Ihave to respond quickly to questions. [F]People speak with different accents. [Some people speak very fast. (]some people speak very quietly. [Sometimes there isa bad line. (JI get calls in several foreign languages. [there are lots of names and numbers to understand. Listening A difficult call @ 18.1 Listen to the call. Do you think the receptionist continued to smile? Which of the difficult things above did she and the caller have to deal with during the call? @ 18.1 Listen again and complete the extracts from the call. 1 Reception Tm sorry. This is a very Could... your name, please? Guest Kraus. From Berlin. 2 Reception K-R-A-U-F. - for Foxtrot? Guest Non Sierra, 3 Guest I calledeearlier.... Our plane delayed. Reception Yes, Mr Kraus. Your call. 4 Guest Welllarrive very late — probably Reception Sorry, but [didn't quit that 5 Guest Can you directions to thehotel? Reception I'm sorry. You're very. Could YOU wn Unit 18 Telephone communication problems 3. Work witha partner. Use the flow chart to practise a call between receptionist and guest. RECEPTIONIST Guest Now sit back to back and practise the call again. Take turns to be receptionist and guest. = Language study ''m sorry. This isa very bad line. Could you repeat .., please? Canyou spell .., please? Is that Ffor Foxtrot? Don’tworry. Your rooms have been held. Can you speak more slowly, please? Sorry, but! didn’t quite catch that. Thanks for letting us know. You're very faint. Could you speak up abit?EN = Listening Communication on the move Bresiccown “event odin prea uereulen, 1 @) 18.2 Listen to the conversation and complete Karin’s ime ened) meee ne oe a delay (vb) Caled, Mee > Glossary page 102 ae Lx itm Pate (Tire of at. ith Aer, wso.am, Event: ie ‘ ‘The Passive The Passive (be + past participle) is used when we're more Pe ea interested in the person or thing affected by the action than Date of ever: ai hoor what id the ation, Customer's era : capes a ; Ourplone wes deoyed Something delayed the plane but it’s not really important what.) 2G 18.2 Listen again and answer the questions. ‘oor soci how begs bald Phe hoteles ald tne moms: 1 Wigediebicein sll re Deka It's obvious it’s the hotel holding them.) 2 Why is Mrs Dekko afraid they might get cut off? ‘To say who or what did the action, use by. 3. What does Karin suggest if they do get cut off? ‘We're waiting for another car to be delivered (by the car 4 What information does Mrs Dekko want Karin to send? ‘rental company). 5 How will Karin send the information? Tip: Don’t use by if the subject of the active sentence is a 6 What happens at the end of the call? Pronciis ofa panera yan (peppla avests: eG)? 3. Write a follow-up email to Mrs Dekko. Refer to the p> Language review page 92 information in the call and attach the pdf. Change these sentences into the Passive. Use by where Example Dear Mrs Dekko appropriate. ‘Thank you for your enquiry about holding .. 1 They wil pay Mr Black's billtomorraw. 108 ‘Mr Black's bill will be paid tomorrow. Activity 2 The receptionist noted the woman's request. The woman's request was noted (by the receptionist). 3. You spell Kraus with an Snot an F. Work with a partner. Student A’s information is here. Student formation is on page 64. 4 Thehotel held the adjoining rooms forMrKraus. @® You are the caller. Use this information, 5 Guests normally book parking spaces in advance. = Call the Plaza to confirm your reservation for three nights. 6 Badweatherhas delayed the ery. a eltaeneiiet 7 Theswtehboasloggestie al apm 1 By mistake you say you're arving on Tuesday not Thursday. & He's delivering the carin halfan hour. = Book a table for dinner for two on the Thursday evening. 9. The receptionists goingtosend the cretion inan ema attachment eri eal eces a are a inne ana 10 Ther wl provide aca’ pakerfcade nisherkin Eure cake © Youworkin the corporate evens ofce atthe Crown Hotel Deal with the call. Use this information. '= Find out what the caller wants. f= It's difficult to hear. Check the day and date are correct. = The dates are fine. Find out more information, '= Offer to send information via email immediately. = Ask for email address. Check it's correct. Example I’m sorry, ! ost you there fora moment, What date did ..? Unit 48 Telephone communication problems | 3940 Conference and meeting enquiries Inthis unit you will talk about facilities and services for businesses describe room layouts and seating capacities explain conference packages. Starter Which of the facilities do you think are essential fora large international conference venue and why? multimedia equipment large lecture theatre modern meeting rooms indoor heated swimming pool full-service business centre car park for delegates restaurant and bars airconditioning golf course Wi-Fi and high speed Internet Listening A tour of the conference suite @ 19.1 Listen tothe dialogue and complete the information. + Number of rooms in conference centre: + Seating capacity of main hall: 200 + Seating capacity of large breakout rooms (boardroom style) + Possible layouts of breakout rooms: boardroom, + Seating capacity of small breakout rooms (boardroom STE): end + Option with two final rooms: + Seating capacity of two ro lange me (classroom style): . Unit 19 Conference and meeting enquiries @ 19.1 Listen again and complete the sentences with the correct word or phrase. breakout plenary \gdoors capacity uilt comfortably _ programme 1 Well ita .-centre with a full-time service team. 2. We've got some international .-coming. 3 Itwill easily seat 200 for your sessions 4 Seating. depends on layout. 5 Boardroom style they seat 30. 6 No problem, Just give us your 7 Allthe --Fooms have flipcharts 8... youhave the option of partitioning them withthe Work with a partner. Take turns to talk about the rooms in the pictures on this page. Estimate the seating capacity and describe the equipment included in the room hire. Language study Filtake you overto the conference suite and showyou round. We can discuss any details over the phone orby email, So, this is the conference reception, How many can it seat? Seating capacity depends on layout. Boardroom style they seat 30 comfortably. Althe breakout rooms have flipcharts and whiteboards. ‘The big rooms easily seat 50 classroom style. breakout room —_- multimedia refreshments capacity partition (vb) show sb round comfortably plenary sliding door delegate purpose-built, various layout ‘quote > Glossary page 102ETL Work with a partner. Take turnsto be customer and. ‘Managing conversation {In conversation we often use words like well, so, now, actually to introduce new information, to get someone's attention before a change of topic or to emphasize a point. Examples, Welt, it’s a purpose-built centre witha full-time service team. (introduce new information) ‘So, thi i the conference reception. (introduce new information) Good. Now, what about the breakout rooms? (change topic) ‘Actually, we might want to change the layout for different ‘sessions. (emphasize point) When someone is giving information, we make responses like Ok, Right, Good, ! see, Mm, Ah to show our interest and indicate that we're listening. This encourages the speaker to continue. Examples ‘A They seat around 15 boardroom style. 8 Mm... OK. A All the breakout rooms have flipcharts B Right. “> Language review page 92 Look at the listening script forG)19.1 on page 78. 1 Undertine all the examples of wel, so, now, actually. 2 Findall the responses the woman makes to show that she's listening, Listening Planning an event 19.2 Listen to the dialogue and complete the information, ‘The Meeting Place ‘+ Main lecture theatre fitted with equipment «i. screens, . ? rooms fitted with LCD projectors + Free. + Full-time service team + Day delegate rate -€.. s ‘hisincludes: lunch = evening meal refreshments during the day rate~€., a + Asabove plus: ~ overnight accommodation including breakfast + Free parking for up to 200 cars @ conference organizer. Use the information in 1 (or make up your own). Describe the following to your customer. + the facilities and equipment offered + the details of the different delegate packages Activity -Workwith a partner. Student A’s information Is here. Student B's information is on pages 64 and 65. Call the conference office to confirm the dates you've booked foryour company's non-residential training on 11th-13th February next year. Discuss rooms and equipment needed, and the cost. You need the following. = a 00m to seat 250 people ‘= multimedia equipment in main hatl ‘= ten breakout rooms arranged classroom style to seat 25 © airconditioning, flipcharts and whiteboards 1 refreshments for the mid-moming and mid-afternoon breaks + lunch Example I'm calling about an event at your hotel .. ‘You're meeting a customer to show them round your conference centre. Give the customer general description and then show them round room by room. THE CONFERENCE CENTRE '= six rooms (main hall + five meeting rooms) on ground floor with adjoining restaurant = all rooms have air conditioning ‘= main hall seats 180 of has capacity of 350 for receptions '= meeting rooms 1-3 seat 35 classroom style - layout can be classroom, U-shaped or boardroom |= meeting rooms 4~5 seat 30 boardroom style ~ partition with sliding doors to make smaller rooms 1 buffet or sit-down lunches and evening meals, f= Rates: Day= €70. 24-hour reside (EnnaTTALE) EEE | HIN mes Example lake you overto the conference centre. Unit 19 Conference and meeting enquiries | 41