i 2 Serta cad CLM ma less iL UL hg English ML | 1 3 4 5 6 In English we use /™m sorry t responsibility! We can also add very to make the apology stronger, for example, I'm very sorry alogize, even when something isn't our fault or el & Hospitality English0 Difficult guests | Unit 3 5 Practise apologizing. Add I'm sorry to these sentences. Listen to Track 10 to compare your answers. 1 Your room isn't ready yet, sit Your version 2 You're toa early to check in, sir Your version - 3 Housekeeping are stil cleaning the rooms, madam, Your version: 4 [don't have any rooms ready at the moment. Your version @ & Aguesthasarrved too earlyto checkin Ply Track 1 and speak after the Wz beep. You start. Then listen to Track 12 to compare your conversation. You [Greet the guest} Guest Goad morning. | have a reservation for tonight. My name's Jens Weiler. You {You have been expecting Mr Weiler] Guest When can | check in? You {Check-in is from 2 pm.) Guest But! have a very heavy suitcase. You (Otfer to store his suitcase.) Guest And what should | do until my room is ready? You (Suggest a coffee in the coffee shop.) Guest And wheres the coffee shop? You (Around the corner on the left.) Hotel & Hospitality English ”4 Looking after guests (1) ing to lp | Giving simple directions | Explaining th Coenen G1 Simon works as a concierge in Guest Services. Listen to the conversation. 6 ‘simon ‘simon Guest Simon Guest Guest Simon Guest simon Good evening, madam. Can I help you? Yes. I've just checked in and I don't have eny local cur here an ATM in the hotel? Sorry, madam, I didn’t quite catch that Is there a what in the hotel? ‘An ATM, a cash machine ~ somewhere | can take out some money? ‘Ah, now | understand, I'm sorry, madam, 'm afraid there isn’t 3 sh machine in the hotel but there are lots of banks on Maple Street, which isnt far away. Could you show me where it is? Sure. Let me give you a map of the city. The hotel is here. Look, Teirele it for you, Maple Streetis about five minutes’ walk away. Could you show me how to get there? f course. Turn right out of the hotel. Walk along the street and turn left atthe trafic lights, Walk along Hope Street and then turn right onto Maple Street, Trere are (ots of banks there with cash machines, Thank you very much My pleasure, madam. 18 | Hotel & Hospitality EnglishLooking after guests (1) | Unit 4 an also say You're welcome or, in a more informal ATM stands for Automated r Machine but we just say ATM. Another ch dispenser. Some people relerto cash mac GB 2 Listen tothe conversation again and answer these questions " nen did the quest arrive? ‘What does the guest need to find? fat did Simon not understand? How far away is Maple Street? Helping guests and giving directions Con thelp you? Turn left/right ut the hotel I aian't quite cat b that Walk along Let me give you... a map I's about... minutes / metres /miles avy. Hotel & Hospitality English | 19Note that Simon says Sorry, mada ven he doesn't underst says and want saying that you haven't heard or underst 3. Use the words in the box to complete the sentences. nly and informal way of Sorry, madam, | didn't quite________what you said When you get to the end ofthe str left into Rothwell Lane 1 3. Let me show you where we are on this 4 My, madam, 5 Il_____the street on this map for you. 4 Look at the map and complete the directions. Eas City Bank @ @ & Train Station ESneeos BI ej Exhibition FE be @ Centre 1 Guest Can you tell me how to get tothe City Bank? You Yes, of course. Green St he (3) (1) outof the hotel and walk along et, Turn ‘onto Duke Street. The City Bank is on Guest Can you tell me how to get tothe Exhibition Centre? outof the hotel and walk along tre ison the (51 — You Yes, of course. Turn (d. Green Street. The Exhibition 20 | Hotel & Hospitality14 16 EB 6 A.uest wants to know how to get tothe train station. Use the mapon the Looking after guests (1) | Unit 4 5. Practise showing you do not understand something. Use sorry I didn’t 4quite catch... Listen to Track 14 to compare your answers. Guest Hello. My name is Monika Schl... have a meeting at ten o'clock with ‘one of your guests. You Guest | have to goto an oltice on K.. Lane. You Guest My booking reference is MH776 You ‘opposite page to explain how to get there. Play Track 15 and speak after the beep, You start. Then listen to Track 16 to compare your conversat You (its6 pm. Greet the quest] Guest I need to get to the train station. Can you tell me where i is? You (Give the guest a map: pont tothe hotel oferta circle | Guest Thank you very much, You (vet we guest te (ra statin ts 10 outs’ watk away Guest 0k. You [Give the quest directions.| Guest Thats very clear, Thank you very much. You (Respond politely) L | Now you car tion to places {Offer guests informa \Tell guests how to ge —~T Explain things clearly _ a y wt Hotel & Hospitality English | 215 Looking after guests (2) Organizing transport | Giving information to guests | Agreeing to do something G 1 Simon is at the Guest Services desk. Listen to the two conversations, ” IEW simon Hetiomadam. con ine you? st Ma il oak al 6 Wray lease ATEN RRL TN oT Guest {haveto be atthe shin Genre at 10 am OK. ender you atl for a quarter oer. What's your rom Simon umber, please? Guest Room 1002 - Mrs Hepworth, ‘Simon Fine, Mrs Hepworth, call your room when your taxi arrives. Guest Thank you very much. Simon You're welcome. Have a nice day. 22 | Hotel & Hospitality EnglishLooking after guests (21 | Unit men Goad morning, sir, how can | help y Hello, does the hotel have a business centre? Yes, but 'm afraid there's a conference in the business centr Simon today, sir, but there are three computers with Internet access in the lobby and all rooms have free WI-FL Guest | nead to send a fax abroad, simon Reception will be happy to do that for you. We charge 75 pence per page. vest OK. And 'm expecting a fax. When it arrives, can you bring it up to my room, please? mon Ofcourse, We'll do that as soon as it arrives. Can you tell me your : oom number, please? Guest 532. My name's Smith, jmon Thank you. GD 2 Listen to the conversations again and answer trese questions. Wl What does Mrs Hepworth ask Simon to do? Where does Mrs Hepworth have to 90? When does Mrs Hepworth have to be there? What does Mr Smith want ta da? ‘Which department in the hotel will help him? How much willit cost? Helping guests What time do you need ..? There are three computers with internet arder you a tax! for ‘access in the lobby Veal your room when your tax arrives. All rooms have free Wi Have a nice day. We'l do that as soon as it arrives. Cab is another word for tax Hotel & Hospitality English 232 3 Match the two halves of the sentences, How can | A. welll bring it to your room 2 What time B_ when the taxi arrives, 3 As saon asthe fax arrives, C help you? 4 Mllorder you a tax D- do youreed a taxi? 5 Ill call your room E foraquarter to ten, 4 InConversation A, Mrs Hepworth asked Simon to order her a taxi. Simon ‘now calls her room to tell her that the taxi is there. Put the sentences into the correct order. The first one has been done for you. Listen to Track 18 to check your answer, Guest: Hello? Jill Hepworth speaking Guest: Good morning Guest: Please tell the driver Il be down in five minutes, ‘ood, madam. tll the taxi driver that youl be here soon, Simon: Good morning, Mrs Hepworth. “his is Simon from Guest Services. Simon: I'm calling to let you know that your taxi has arrived. | When we pramise or agree to do something for symebody we use wil, for | example, I ill) order you a taxi for 9.50 or The organize it for you Hotel & Hospitality EnglishLooking after guests (2) Unit § (B 5 Youworkat the Guest Services desk. What do you sayin these two 1F-2 situations? Play Track 19 and speak after the beep. You start. Then listen tothe model conversations on Track 20 A You oreetite gust) Guest Yes, havea question, Does the hotel havea swimming pot? You (Apt and tthe guest heres opal Guest On, What ly. Nevermind You Upologize B You (Greet the quest) Guest Hello. Could you order me a tax for later, please? You (Ask the guest what time she needs the taxi] Guest I need it at noon, You (Tell the guest you wil call her room when it arrives.) Guest Thank you, You (Respond politely) c iia sea NOE | % fants forquests 2 = a eae information on wnat is avetale inthe Hoi) c >rovide information jething for a.guest __— “| Agree to do se Hotel & Hospitality English26 6 Reservation inquiries Jandting reservation inquiries | Taking reservations | Taking credit card details D 11 Sarah is at the front desk. She is on the phone. Listen to her conversation, Sarah Calter Sarah caller Sarah Caller Sarah Caller Sarah caller Sarah caller Sarah Hotel & Hospitality Eng Good morning, Metro Hotel Hello, ould | speak to sometody in Reservations, please? Speaking. How can |help you, sir? | want to check availability fr later this year. I need two rooms for two nights on December £ Let me check, sit... Yes, we still have availability. What's the best rate you can after? {can offer you our promotional weekend rate of £119 per room peer night, bed and breakfast. That sounds great. Please reserve two double rooms for me, Of course, sir Could you give me your name, please? It’s Leach, Michael Leach, Is that L-E-A-C-H? Yes, that's right Mr Leach, could you give mea credit card number? | need it to guarantee the reservation.Reservation inquiries | Unit 6 aller Yes, Its @ Mastercard and the number is 8192 5212 62329965. Sarah just repeat that: 8192 5212 6232 9965 Caller That's correct. Sarsh Could you tell me the expiry date, please? Caller March 2013. Saran _ Thankyou, Mr Leach. Your reservation number is MH37&XY. We look forward to seeing you in December. Goodbye. Caller Goodbye. erro ‘Sarah says Speaking when the caller asks lo speak to someone in Reservations. ‘She means You are speaking to someone in Reservation. You can also use Speaking f you answer the telephone and the caller asks to ‘speak fo you but doesn’t recognize your voice. Creer) GB 2 Listen to the conversation again and answer these questions. 2 ‘when does the caller want to say in the hotel? How much wil the room cost? Is the price for bed and breakfast or room only? Is the price per person or per room? ‘Why does Sarah ask fora credit card number? When does the caller's credit card expire? LS ules Reservations inquiries Let me check | need it to guarantee the reservaton Yes, we (stl) have availabilty Could you tell me the expiry date please? ean offer you. We look forward to seeing you in Could you give me acredit card number? December Hotel & Hospitality English | 27In British English itis the expiry date ofa creditcard. In American English you can use the expiration d lish it is always a reservation, In British English you can also use 3. Rearrange these words to make complete sentent 2 reservation it need Ito the lLyou me Could date the expiry please 4 forward you in seeing look to We Decembe epeat back a creditcard number to a customer, group the numbers i 147. In British blocks of four, for example, 4410 pause 460" pause 7510 pause English, it is more common to say double four ratver than four four, when the same number is repeated, Use oh or zero for 0 28 | Hotel & Hospitality EnglishReservation inquiries | Unit & ED © Listen to these numbers and repeat them. 2 ‘1 5972 6226 2672 3508 27700 4245 67528708 3 20073469 7382197 (B 5 Youare at Reception when the phone rings. Read the cues given to help 2-4 you deal with the inquiry. Play Track 23 and speak after the beep. You start. Then listen to Track 24 to compare your conversation, You (Answer the phone patie.) Caller Good morning. I'd lke to reserve a single room for January Sth please. You (Sayyou have availability.) Caller How much will it cast? You (Tell the caller your best rate is £140 per night.1 Caller Does that include breakfast? You (Politely tell caller that its room only.) Caller OK. take it You (Ask for caller's name and credit card details to confirm the reservation.) Caller It’s Gardiner. J Gardiner. My VISA card number is 3412 5679 3451 6012, expiry date 10/14, You [Thank the caller and give them the reservation number MH4ISX¥ and end conversation politely Goodbye \ A peyou can ho eee e | Deat mth reservation inquiries ee Tae details from someone making 2. \el \ Take creditcard details peas Hotel & Hospitality English | 297 ~ Reservation changes ations. | Confirmin I cancelling r D 1 Sarah is at the front desk. She is on the phone. Listen to her 25 conversations. ses aren fae trate Niches Caachi dle to chang & Caller reservation, please. Sarah Certainly, Mr Leach, Do you have the reservation number? Caller Yes, i's MH37AXY. ee eae mee Caller _Yes, that’s correct. Now we need two rooms for three nights. soreh___ Fine, Mr Leach, ve changed that for you, Your reservation umber is the same Caller Thankyou, Sarah Goodbye. caller Bye. 30 | Hotel & Hospitality EnglishReservation changes | Unit 7 Metro Hotel, Good afternoon, Hi, need to cancel my reservation for next Tuesday, March 6 Can you help me with that? Of course. Could you teli me your name and the reservation umber, please? It's Mrs Chen and the reservation number is MH37&ET. Mrs Chen, that's fine I've cancelled your reservation for you, That's good. ‘There's no cancellation charge because you've cancelled within our 48-hour cancellation deadlin Good Would you like me to send you a confirmation email? Yes, please. Thank you and goodbye. Goodbye, GD 2 Listen tothe calts again and answer these questions. % 1 What change does the caller in Conversation A want to make? Can Sarah make the change? Does the caller in 8 paya cancellation charge? When isthe deaine for cancelling reservation free of charge? How does Sarah confirm the cancellation in 8? rome ‘Changing and cancelling reservations Could you teli me your name andthe I've cancelled your reservation for reservation number, please? ‘you. ‘ve changed that ithe reservation} for you. There's na cancellation charge. Would you like me to send youa You've cancelled within /outside the confirmation erat? cancellation deadtine, Hotel & Hospitality English3. Use the words in the box to complete Sarah's email to Mrs Cl charge cancelled forward reservation confirmation the To: _lindachen@freenet.com Cc; guestservices@metrohotels.com Dear Mrs Cher Further to our conversation eartier this afternoon, this is (1) hat your (3) for March 6, | can also confiem ~ ig na cancellation {5)_____ We look (6) seeing you inthe future, Sarah Bray Metrahotels Make polite offers with Would you For example, Would you lke me tos you a conirmation email? or Shall ? or, in British English, Shalt! .? sk someone to carry your bags up to your room? Nowadays many hotels offer cheaper 3 changed or cane: when you make the reservation rather than when you check out ance pur ied. The cost of the hotel room is charged to your credit cardReservatio anges | Unit 7 GD 4 Listen to these dates and repeat them, % 1 January1® —& Aprils" 7 July 20" 10 October 23 2 February2" § May 10" 8 August21" 11. November 30" 3. March ov 6 June 16" 9 September 22 12 December 31" @ 5 Youare at Reception when the phone rings. Read the cues given to help 21-28 you deal with the caller, Mr Jackson, who has a reservation for February 12, Play Track 27 and speak after the beep. You start. Then listen to Track 28 to compare your conversation. You lanswer phone politely) Caller Good morning. | need to cancel a reservation, please You Usk or reservation number Caller The reservation number is MF264EK. You (Check caller's name and the dates of te stay) Caller Yes, thats correct. You {Tel caller tha’ fine andthe room i cancelled) Caller Will there be any charge? You {Tet callerno. Calter That's good. Can you send a confirmation emait? You (Seyyes end end call politely) caller Goosbye. | Now you can - | Lae ake changes reser | —Teancel reservations __— roe | Confirm cancellations ee eo f= wel Hotel & Hospitality English | 33oy EM sora caller sarah caller sarah Th sor Caller Sarah 34 | Hotel & Hospitality English 8 Phone calls to Reception Cees) GD 1 Sarahis at Reception. Listen to her three shone conversations. alls within the hotel | Dealing with guests’ problems Hello, Reception, Sarah speaking This is Ahnmed Tahie in Room £83, I¢ like to reserve a table for dinner at 8 pm, please. Certainly, MU put you through to the restaurant. Thank you. Please hold the line, I's ringing for you now. Good morning, Reception, Sarah speaking, Hello this is Caroline Brown in Room 469. The air conditioning isn't working, Can you do anything about it? 'm very sorry about that. I'llsend up someone from Maintenance. How long will that take? Well be as quick as we can, madam, 0K. Thank you. Bye.Phone cals to reception | Unit 8 Metra Hotel, Sarah speaking Hi, my colleague, lan Diamond, is staying with you Can you tell me which room he's staying In, please? ‘rm afraid | can’t give out our guests’ room numbers. Ant But I can put you through te Mr Diamond's room. Wouldyou Uke me to do that? Yes, please, Hold the line... 'm sorry, sir Mr Diamond isn’t in his reom. ‘Would you like to leave a message? No, thanks. try again later ren Many UK and US hotels do not have a thirteenth floar because the number 13 is. ‘considered unlucky. What numbers are lucky and unlucky in your culture? Understanding GB 2 Listen to the phone calts again and answer these questions. 7 1 Inwhich cals the caller phoning trom outside the hotel, A, Bor C? 2. Inwhich call does the caller want o speak to another department ofthe hotel, 8B or C2 In which call does the caller want to speak to a guest, A, B or C? Inwhich call does the caller have a problem, A, B or C? Corns Answering a front-of-house call 11 put you through to 1m afcatd J cant give out our quests ‘Please hold the line, room numbers. 11m very sorry about that. Would you te to leave a message? 1 send up someone from (Maintenance) Hotel & Hospitality English | 35,36 3. Put the words in the sentences into the correct order. 1 linet im room give | can't out aur guests’ number 1urant through put fo you the n 1 from up Fl 4 Housekeeping send somec 5 very that sorry about Im uld leave like a you message to Number the sentences in the phone conversation in the correct order. The first one is given for you. Then listen te check your answers. Good morning, Metro Hotel, help you? 3h speaking. How can | Yes, my name is Novak and I've reserved a double room for Saturday September “8th for two nights, Yes, that's correct Fine, Mr Novak. I've found your reservation, itis confirmed and your reservation number is MHA34CW. im sorry, Reservations s2ems to be busy, No one’s answering, Could you give me your name? Good morning, I'm calling to reconfirm a reservation but I've lost my reservation number. Is that Mr Jan Novak? Thank you Hold the line, please. I'l put you through to Reservations, Thank you, Goodbye, When you talk about hotel room numbers, say the digits in for example for Roam £09 say Room fo dividually rather than ‘oh nine not Room asa whale numb four bundred an Ina very big hotel, with more than nine floors, you will have room numbers lke 1017. Inthis case, say Room ten seventeen not Room one thousand and seventeen Ho! ish & HospitalityrT Phone cats to recetio iSpeaking | ee 1112 608 32 4 1102 a 6 You are working at Reception. Read the cues given to help you deal with 3 the guest’s question or problem. Play Track 32 and speak after the beep. You start. Then listen to the model answers on Track 33. You (Say good morning and your name.) Caller | want to You (Putt Caller Thank you (a reservation, please sm through to Reservations. You (Tell the guest itis ringing.) 8 You [Say good ev Caller Hello. This is Mr Strong in Room 201.1 need some more towels, You [Say what you wil do.) Caller Thank you, How long will that take? it wail be five minutes.) c You Caller Good afternoon. Can you give me lan Diamond's roam number, geod afternoon and your name.| please? | You (Say you can't politely bu offer to put tne caller through to his room. | Caller Yes, please, lan Diamond Hello, lan Diamond speaking, Now you can Transfer a cal to anoth Deal wih guest problems —— Transfer a call toa guest 5 department ems Hotel & Hospitality English | 379 Communication problems Dealing with a bad phone line | Confirming delails | Making information clear Cerne @ 1. Sarah is at the front desk but having some communication problems. 3 Listen toher phone cals EW Sarah ocd moring, Miro Hotel, Sara speaking Guest Good morring. This is Rog I'm sorry, sit I's avery bad Une. | didn’t name. Could you repeat that? ite catch your Suest This is Rog... . want to serch ™sOrry. sir. can't hear you propery. Could you possibly cal back? Guest calls back Sarsh Good morning, Metro Hotel. Sarah speaking, Guest Good morning. This is Rager Dawson. | called a minut Sarah Oh hello, Mr Dawson. Yes, that's better. How can | help? Guest ‘Like to speak to Mr Diamond in Room 721, please, Sarah ne moment, Ill put you through: 38 | Hotel & Hospitality English |Communication problems | Unit 9 IE sarah 200d morning; Meira Hote Sarah speaking Guest Hell. mcallng about aresriation made at week Sarah Do you have the reservation number? Guest Yesi's MHA287M, no, sorry. mean JN sarah Tsorry. drt quits Etch the lt wo lator, Would you mind repeating borer? Ouest Its MHA2B7IN Sarah Sorry, madam Isthat for Mike oF Mfr November? Guest Nfor November. Thank you. Let me just read that back to you: that's Sarah MH4287 JN. Reservation for Mrs Harris. PERE In American English Z is pronounced zee. In British English Z's pronounce¢ zed. Creer) GB 2 Listen to the calls again and answer these questions. a 1 Inall A, why can’t Sarah understand Roger Dawson? 2. When Roger Dawson calls back, what does he want? 3. IncallB, which information does Sarah have problems with? 4 What are the correct ast two letters of Mrs Harris’ reservation number? Corie | ‘Communication problems sa very bad line. Would you mind repeating .. ? | lidot quite catch your namé Is thal M for Mike oN for November? Could you repeat that? Let me just} read that back to you. | Could you possibly call back? Hotel & Hospitality English | 39Use the phrase Wu ld you mind + v ‘example, Would you mind spellin nething, ?to sound very polite when you ask 3 Choose the correct verb forms in these sentences. 1 Would you mind to spel / spelling your name for me? 2 Could you repeat / repeating that for me? 3. I'm sorry. | didn’t quite eateh / to catch whal you said Could yau possibly ealting /eall back? ‘One moment, I'l put | put you through. Let me reading / read that back to you 40 | Use the structure Would you mind + verb + ing to make these requests very polite. Use the verb in bold. Then listen to Track 35 to compare your 1 Please tell me your name, 2 Please spell that for me 3 Please repeat the last three numbers. 4 Please call back later. Please use a different phone Hotel & Hospitality Englisho* Os 37-38 Communication problems | Unit 9 Practise spelling these names and reservation references. Use the aviation alphabet on page 157 to help you. Then listen to Track 36to compare your answers. Example Martin Herles, Booking Reference MHA322¥ Hain lor te, lop, fr os Tng,rnd Wor Bookng Relerence i M or Mike, Hfor Hoel 3,22 for Zulu ad for Yank, 1 Omar Ali Booking Reference MH96SPW 2. Gerry McDonnell, Booking Reterence MHS20V 3. Tanya Koshlina, Booking Relerence MH645,0 4 Claire Birkel, Booking Reference MHIS250, You are at Reception when you get a call on a bad line. Read the cues aiven to help you deal with te situation. Play Track 37 and speak after the beep. You start. Then listen to Track 38 to compare your conversation. You Uinswer the phone patty} Caller oad morning. My names Mi. wantto You [Poltely telcaler the you cent understand her and ask her to apes he rome! Caller Mynamets Michelle. want toca You [Tellcller you stil cant understand her and ask he to call back Caller Hello. My name is Michelle Willams and | want to cancel a table fer dinner: You {Tell caller that’s much better and you will put her through to the restaurant.) Caller Thanks. You (Sayitisringing.] t \ Deal with communication problems __| Deal with rts when itis difficult is Rae “tails when its difict s rmation 5 caller understands the informati ac Hotel & Hospitality English | “a10 Guest problems Handling guest complaints | Solving prablems | Moving gues GD 1. Sarah is atthe front desk and has a problem that needs the help of one 9% ofher colleagues. Listen to her phone calls TEM sarah ood atiernon, Reception, Sarah speaking, How can help you? seat Hel. Rave a complaint vest checked into Room 855 and it smells of smoke, I'm very sorry to hear that, madam. Please accept my Sarah apologies. Guest t's horrible Sarah _Yes, same quests unfortunately ignore the No Smoking signs Guest Well, what are you going to de about it? Don’t worry, I'l find you another room immediately. Please Sarah wait inyour roam. I'l send somebody up to collect your bags and move you to another roor Guest Thankyou. Sarah _!€4n offer you a superior room on a higher floor with a view » ver the city. Would that be acceptable? Guest That sounds fine, Thank you very m 42 | Hotel & Hospitality EnglishSimon, this is Sarah. Please go up to Room 855 ASAP, collec he guests luggage and move ner te Room 1002, She says the of smoke, And tell her we will send up a bottle of wine on the house, Thanks 0K, Sarah, will do When we use the abbreviation ASAP or asap, which stands for as soon 2s possible, we usually say the letters separately, like this A ~ ~A- P. This is quite informal GD 2 Listen to the conversations again and decide if these statements are 97 True or False. he guest says that Room 1002 smells f smoke. T/ Sarah will mave the un Py quest toa better room. T Sarah tells the unhappy guest to come back dow to Reception, T/F Sarah plans to give the unhappy guest a free bottle of wine. T/ F The guest is happy with Sarah's solution to the problem. T/F Handling problems Fm Wvery sorry to hear that ‘can offer youa superior room. Please accept my apologies. Woutd that be acceptable? send somebody up to This is Sarat) Hotel & Hospitality English | 33. Put the words in the sentences into the correct order. 1 accept my apologies F 2 upt'lyour sen 2. be that acceptable Vl 4 offer a room superior you | can bottle of wine, Complete the note [fee a immu yl Dear Me Hepworth Pease yt paige a bringing it to our attention. | hope that your (6 satisfaction Please ac enjoy the rest of our stay If there is anything el you, please don’t hesitate to contact me or my stf. 7) Yours sincerely, J Heathcote Jim Heathcote General Manager 4b | Hotel & Hospitality English The unhappy guest receives a note from the hotel manager ith words from the box. pt this bottle of wine with the complinents of the hotel. |hope you with fer ‘oom i ta your do forGuest problems | Unit 10, 5 You are working at Reception when an unhappy guest calls. Read the 40-41 cues and deal with the problem. Play Track 40 and speak after the beep. You start. Then listen to Track 41 to compare your conversation. You (Answer the internal phone call patitey) Guest Hello, There is @ problem with my room! You (Say sorry politely and ask what the problem is) Guest I've ust checked into Raom 762 and I'm not happy. My room hasn't been cleaned, The bathraomis still dirty, You [Say sorry again.) Guest Well? What are you going to do about it? You {Tall caller she can have a new room: tll her to waitin the room for Guest Services to collect the guest's bags.) Guest OK. Thanks. Now you call Guest Services. Guest Services Hello, Guest Services. Simon speaking, You [Ask Simon to go to Room 762 to move the guest’ bags to Room 1112) Guest Services OK, You (Say thank you) gee 1 peal with complaints from 9¥°= Find solutions to problems ___— c | S gO ian room ——+ jests toanew room _ | Move guests to Hotel & Hospitality English | 4511 At breakfast Saying where things are | Offering food and drink | Taking by TE Cienen @ 1 david works in Metro Hotel's restaurant. This morning he is serving 42 breakfast. Listen to his conversations. David Good morning. Could I have your room number, please? Guest 1 Morning, We're in Room £06 Thank you, The continental breakfast is on the buffet over there. Feei free to help yourselves, Here are your menus if David you'd like something from the kitchen. 'W came and take your orders in a moment. Can I bring you some tea or coffee? Guest! Coffee for me, please, with het milk Guest2 And tea forme. David What kind of tea would you like? uest2 Enis breakfast, please Wh milk, And could we have some David Of course, Would you like white, brown or wholemeal? Guest2 _ Wholemeal, please. 46 | Hotel & Hospitality EnglishAt breakfast | Unit 11 By ove: segprurie gotta antmctnt onareute anything rom the menu? Guest have the sausages, rambled eggs, and hash browrs David Madam? Guest 2 Ike the blueberry pancakes, pease David Thankyou, get those for you right away. Ll David ean get you? Guest2 No, thanks. Cran Here you are. Enjoy your breakfasts. Is there anything else ‘At breakfast there are several ways to cook eggs: soft /hard boiled, scrambled, fried, poached and in an omelette. Inthe US, there are many different ways to ask for fried eggs to be cooked, for example over easy, which means cooked on both sides, and sunny side up, which means cooked on ane side. GD 2 Listen to the conversations again and complete the order for breakfast. 2 [omens Breakfast orders Could | have your room number, please? The continental breakfast ison the buffet. {Feet tree tol help yourselves / yourself to the buffet. Here are your menus. 1 come and take your orders in a moment. Can | bring you ..? What kind of tea / bread would you ike? Would you ike anything from the Here you are. Enjoy lyour breakfast) Is there anything else I can get you? Hotel & Hospitality English | 473. Put the words in the sentences into t 1 free help to Feel yoursel room have | Could? bring you Gan coffee | some 4 menu Would anything the you from like breakfast Enjoy your GB 4 complete the sentences in this conversation. Then listen to Track 4 42 check your answers. David Good morning, madam, Could | have your room (11 please Guest It's 469, David Thank you. The continental breakfast ison the Feel free to help (3]____. Here's the Id) you's like to order something from the kitchen, Guest Thanks. Could | have some cof David of 5 (6) —____some right a — David Here's your (@)______. (9 you tke anything from the menu? Guest No, thanks. David Enjoy your (10 ah a a A 48 | Hotel & Hospitality EnglishAt breakfast Unit 1 reo Say Here you are when you give plates of food to guests. You can also say Here / There you go. Say right away to shows you will do something quickly. You can also use straight ‘away in British English and coming right up in American English. GB & Youare serving at breakfast. Read the cues and take the guest's ins breakfast order. Play Track 44 and speak after the beep. You start, ‘Then listen to Track 45 to compare your conversation, You [Say hello to guest politely) Guest Good morning, You (Ask for raom number] Guest I'm staying in Room 872, You (Continentat breakfast or something from the menu? Guest I haven't decided yet. You (Give quest breakfast menu.) Guest Thank you. You (Ask if she wants tea or coffe.) Guest Could | have a pot of Earl Grey ta, please? You [Mik or lemon?) Guest Lemon, please. You (Otfer guest toast.) Guest Yes please. And | don't think I'll have anything from the menu, You Uinvite guest to goto buffet) Guest Thankyou. You [Give guest tea and end conversation politely.) c Nowyoucan iG Fell guests where things are —— 7 Ger quests a coiee of break as "Take quests’ breakfast t orders Hotel & Hospitality English | 4912 Atthe bar Taking orders at the bar | Recommending something | Taking paymen Cierra @ 1 david is working in the Metro Hotel's bar. Listen to his conversations, o HEB 2c ood everng, sic How ae youths ving? Guest Fa, thanks, avd Whateant got yout? Guest havea ber, ese. David ofcourse, sr Would you tke draught or batted beer? Guest the fo try draught beer. What would you recommend? taoig Wel the German and Czech ptsner on aught are very pons Guest Fight Lhove Czech pln, please. David There youre, sr. That Ube £2.90, pl eat Tenkge 50 | Hotel & Hospitality EnglishAt the bar| Unit 12 IE svc soo evening, ties, What woud you ike this evening? Two gn and tonics plane - and ould we ave long eins Guest with lots of ice plesse? David Of course. Would you like a slice of lemon? Guest —_Yes, please. David Here you are, Would you tike te pay for them now or shalt | start a tab for you? Guest —_ think we'll start a tab. We might have another drink later on, David Ofcourse. Could you give me your roam number, please? Guest min 469, David Could you sign here, please? Guest Thank you EER In American English the phrase on ap is a more common way of saying on draught, Uren) @ 2 Listen to the conversations again and decide ifthe statements below are 4% True or False. 1. The man chooses a bottled beer, T/F David recommends beers fromGermany and the Czech Republic. 1/F The ladies don’t want ice and lemon in their drinks, T/ F ‘The ladies are not staying in the hotel. T/ F The ladies want to pay for their drinks later in the evening. T/F Pet Atthe bar What can get you? Would you like to pay for them now? Would you ike draught or bottled beer? Shall start a tab for you? That'll be [price]. please. Coutd you sign here, please? Would you ike ice/a slice of lemon? Hotel & Hospitality English 513. Fillin the missing letters to complete the sentences. GD 4 utthis diatogue between David and a hotel guest into the correct order “7 Then listen to Track 47 to check your answers. The first one has been done for you. Would you like ie? Good evening, sir. How are you *is evening? {rm fing, thank you Can you charge it to my room? Scotch and soda, please No, thank you. ‘3 1107 That be £6,0, please What can | get you? Of course, sit. Can you give meyour room number? & Hospitality EnglishAtthe bar| Unit 12, erro When you say prices, first say the main number, second the currency ~ although this part is optional -, and third the smaller numbers, for example: six /euras) ‘ninety (66.90), two [pounds it (€2 50, three [dears] ninety-nine ($2.99. GB 5 istento tse prices and repest them. a 1 £9.99 2 €3.20 3 £11.50 4 $147.90 5 616.45 6 Youare working at the bar. Read the cues and take the guest's order. 49-50 Play Track 49 and speak after the beep. You start Then listen to Track 50 to compare your conversation. You (Say helo to quest politely] Guest Good evening, how are you? You [Answer politely and ask guest what he would keto drink| Guest | think havea beer What bottled beers do you have? You (Tell guest Grolsch, Heineken and Buaweiser| Guest What would you recommend? You (Choose one ofthe three beers yourself and recommend Guest Fine. Then have one of those. | You [Give beer toguest} Guest How much do! owe you? You (Tet guest €4.00) Guest Can putiton a tab? You (Tell gues yes and ask for his roam number} Guest I'm staying in Room £06, You (Thank him and ask guest for signature) f | a \Nowyoucan \ * ie iWotiers 2) Take drinks order’ 1 Recommend diferent arinks "Take payment Hotel & Hospitality English | 5313 Complaints from guests at the bar mistakes | Explaining the Dealing with complaints | Apo! Cieiens @ 1 Atthe bar David has to deat with some unhappy customers, Listen to his 51 conversations. EMCEE essere lone I'm sorry, | can’t drink out ofthat. The glass is dirty and there's Guest _lipstick around the edge, Please take it away and bring me anather one, David myery sorry, madam. 'U replace it right away, Buest Thank you! vid Here you are, madam. I hope this glass is better for you. Guest —_Yes, that looks @ lot better, thark you. David My pleasure, Guest Excuse me? David Is there another problem, macam? Guest asked for still mineral water, nat sparkling David Oh, 1. 1 do apologize. I'l exchange it at ance BG | Hotel & Hospitality English |Complaints from guests at the bar | Unit 13 Di Giaaoe e ReTOTRERER eH RT David Of couse, si That ba E551, please. iat RR Tat vay xen Will, that’s for your food and two drinks, si, and there's 2 Devi 15% service charge which is added to the bill. Guest Service charge? Davia _Y@S: Sir Ifyou lok at the menu, it says a service charge of 15% is added to your bill. 'm afraie 5 hotel policy st. PERE InBritish English guests ask forthe bill In American English they ask forthe check Pooer) @ 2 Listen tothe conversations again and answer the following questions. 31 In conversation A, what drink has the guest ordered from the bar? What isthe problem with her glass? Why is she unhappy with her drink? Why isthe guest in conversation B nat satisfied? How much isthe service charge? Cove Dealing with complaints at the bar 'm very / really sorry. 1 do apologize. 1 replace it right away. That's for your ood and twa drinks. | hope this one is better for you Tm atraid it's hotel policy Is there a /another problem? Hotel & Hospitality English | 653. Put the words in the sentences into the correct order. away back Ill bar the take right to 2. atraid hotel policy 'm i 3 better one hope & madam 1 Here's your mineral water ice and lemon. by 24 the bor, from to at 3 Look he menu, a YF © 4 The service charge is added with to by The glass hast on by of he bil, str 43, 14,15, 16,17, 18 and 19 like this fifteen so they do nat sound like 30, 49, 60 end so on, s the second syilable in numbers | Aad do to make | apologi ‘ound stronger, for example I do apoio Nith 'm sorry, stress am to make it sound stronger, for exam) ¥. 56 | Hotel & Hospitality English‘Complaints from guests at the bar | Unit 13 GB 5 Practise making stronger apologies. Liston to Track 2 compare your 1 {'m sorry that your food is cold, madam, You: 2 apologize for the wait, sir. You: — 3 Sorry that you don't like your table You: 4 apologize for keeping you waiting You: 6 You are working at the bar. Read the cues and respond to the guest's 58-54 complaint. Play Track 53 and speak after the beep. You start. Then listen to Track 54 to compare your conversation. Guest Excuse me, waiter. You (Reply politely.) Guest There's a problem with my drink You (Ask what the problem is. Guest | asked for stil water, not sparkling You (Apologize very politely and tell quest you will changeit.) Guest Thank you. Please be quick! I'm in a hurry. You (Tell guest you'l bring it immediately.) Guest Thank you. You [Give quest the stil water'and apologize again.) Guest Thanks. That was quick. You [Say sorry again and finish conversation politely.) NOW QU CON ts from guests _ food / drink orders bits eee | Teal with complain # | Apotogize for wrong plain nares on th Hotel & Hospitality English | 5714 Inthe restaurant (1) Welcoming diners | Giving out menus | Taking drinks orders Cicer © 1 Daniette is welcoming diners to the restaurant. Listen to her conversation. 35 aniette 800d evening sir, madam, Welcome to the Metro restaurant, May ltake your coats? Diner 1 Good evening. Thanks. Danielle Would you lke an aperitif before you order? Diner2 Yes, please, Could we have two glasses of prosecco? Daniette Certainly Let me give you some menus. come back to take your order ina few moments. Diner That's wonderful, thank you. Danielle Of course. We also have some specials on the board. Diner2 Whatare the specials? ‘The specials today are rack of lamb, lemon sole and Danielle 3 vegetarian pasta dish 158 | Hotel & Hospitality EnglishInthe restaurant (1]/ Unit 14 Later Danielle Here you are. Two glasses of prosecco. Are you having wine this evening? Diner Thank you. Yes, we are, Danielle Here's the wine lst. We have four excellent red and white house wines and on the last pages you'll find the full wine lst. Diner Thank you, Danielle Let me know when you're ready to order. Error Prosecco is an Italian sparkling wine. Uren! 2 Listen to the conversation again and answer these questions. P 1 What two things does Danielle offer to do when the diners arrive? 2. What do te diners order as an aperiti? 2 Does Danii take their order immetiately? 4 Name two dishes that are onthe specials board 5 How many house wines are on the wine list? Covi In the restaurant Welcome to the (Metrol restaurant. The specials today are. ‘May take your coat? ‘Are you having wine this evening? Would you Uke an aperitif before you order? Here's the wine list ‘Let me give you some menus. Let me know when you're ready to order, 1U come back to take your order ina few moments Hotel & Hospitality English | 593. Put the words in the sentences into the correct orde eritif bring lan 's give me Let some you 4 order me to knaw are you when Let ready the 6 @ moments come few in your b 4 This waiter is very impolite. Rephrase what he says tomake the sentences more polite. 1. Give me your coat! 2 Hi, Thanks for 2. Here. Take the menu! 5 Tell me when you've decided what you want to eat ming to eat here! 5 Alot of French words are used in restaurants. Can you match these French restaurant terms to their explanation? Frenchword er Explanation phrase 1 digest A The person in charce of a restaurant who welcomes diners and gives orders to the waiters 2 aperitit B_Astyleof menu in a restaurant where each dish has a separate price 3 maitre a C Ameal served ina restaurant at a fixed price, with a limited number 0° dishes to choose from 4 dlacane 1D. Analcoholic drink that people drink before a meal 5 table dhéte € Analeeholic drink that people drink after a meal \ 60 | Hotel & Hospitality EnglishInthe restaurant (1)| Unit 14 ero Use May as in May take your coat? to sound especially polite in a formal stuation like welcoming diners to a restaurant. GB & Youare working in the hotel restaurant, Read the cues and welcome two 5557 diners, Play Track 56 and speak after the beep. You start. Then listen to Track 87 to compare your conversation. You [Sey good evening politely and welcome diners Diner 1 Thank you. We have a table reserved for 8 pm inthe name of Johansson. You (Replypoitelyand ofr to take their coats | Diner 2. Thank you. That's very kind. You UAskifthey want an aperiti Diner 1 Yes, please. have agin and tonic Diner 2 Andis like a Campari and soda You (Give them the menus and el them you wil bing their drinks right away! Diner 2. Thank you You (Ask diners they want the win list Diner 1 Yes, please. You (Give diners the wine list) Diner 2 The food all looks delicious 'm very hungry. Are there any specials this evening? (elt diner that they are onthe specials board behind her OK. take a look {Fel diners you wil return soon to take ther order \ Now you can st | Welcome diner: a “| ive diners the menu and win serve their drinks tothe restaurant __ list Hotel & Hospitality English | 61