1 general education office ihm.316 / ila2401 english for the hotel business final examination...

1General Education General Education OfficeOfficeIHM.316 / ILA2401IHM.316 / ILA2401

English for the English for the Hotel BusinessHotel Business

Final Examination Final Examination PreparationPreparation

2

Unit 6 – Money MattersUnit 6 – Money MattersReading and writing numbers Foreign currencies

Passive Voice Payment Types

Hotel Rooming Price Policy Guest accounting

3

Passive Voice – The rulesPassive Voice – The rules• In passive voice we must:

1. add verb to be (am, is, are, was, were, will be)2. add preposition by3. change the verb from V1 to V3 (past participle)

The duck cooked the chef.is by

affected subject to be verb V3 prep by the object

4

Passive voice - When do Passive voice - When do we use it?we use it?•We use the passive voice when:

– We want to make the object or action more important (e.g., the record was finally broken)– We do not know the active subject (agent)

(e.g., the votes have been counted)– We wish to provide sentence variety in a text

(or more formal)

For example:They built this house in 1788.This house was built in 1788.Bombers bombed a school.A school was bombed.

5

Passive voice - ExercisePassive voice - ExerciseUsing the active sentences, create passive sentences (p68)

•We add a service charge to your bill.

•The housekeeping department hasn’t changed the sheets since last week.

•They delivered the wrong newspapers to room 703.

•Someone has stolen my passport.

•As I turned around, the waiter was pouring the wine.

•We expect guests to check out before twelve noon.A service charge is added to your bill.

The sheets haven’t been changed since last week.

The wrong newspapers have been delivered to room 703.

My passport has been stolen.

As I turned around, the wine was being poured.

It is expected that guests check out before twelve noon.

6

Unit 7: Customer CareUnit 7: Customer Care

Present Perfect Passive to describe

service failures‘should have’ for solutions

to problems

intensifying adverbs

types of guest complaints

dealing with customer complaints (e.g., LAST)

7

Unit 7: Customer CareUnit 7: Customer Care

Listen Apologise Solve Thank

Good Customer Relationships are built to

8

Unit 7: Customer CareUnit 7: Customer CareDifferent types of guest complaintsBed bugs Dirtiness/Cleanliness Lost ReservationsUnhelpful Staff Next to the Lift or Convenience Room Overcharged Bill/Check Bad Room ServiceHidden Charges Bad Quality RestaurantInaccurate Star Rating

9

Unit 7: Customer CareUnit 7: Customer CarePresent Perfect PassiveLook at these examples from the conversation , where something needed to be done but wasn’t:•The bath hasn’t been cleaned. ( no agent )•The sheets haven’t been changed.

Match up the nouns and verbs and make similar sentences1 bed 4 bin a dust d vacuum2 carpet 5 shelves b make e empty3 floor 6 wash-basin c clean f sweep

10

Unit 7: Customer CareUnit 7: Customer CareShould have (done)Look at the examples from the conversation.•They should have cleaned it. (agent as pronoun)•You should have complained earlier.

Use the same examples that were used in the Present Perfect Passive language study to make similar sentences:

Example:They should have made the bed.

11

Unit 7: Customer CareUnit 7: Customer CareIntensifying Adverbs

When a speaker wants to emphasize an adjective or make it stronger (especially during an emotional exchange such as complaining and apologizing), it is common to use an

intensifying adverb, e.g., “I’m extremely sorry.”

absolutely

terribly

very

quite

not all combinations of adverb and adjective are possible.

sorry

unacceptable

filthy

suredisappointed

annoyed

12

Unit 8: Off-Site ServicesUnit 8: Off-Site ServicesUse a range of excursion related vocabulary

13

Unit 8: Off-Site ServicesUnit 8: Off-Site ServicesUse the first conditional to talk about future events

Look at these examples.

If + Present Tense, willIf you come on the tour, you’ll see a fine example of Minoan civilization.If you are fit and like adventure, you’ll love this trip.

If + Present Tense, modal verbIf you have any questions, you can ask me when I come around.

If + Present Tense, ImperativeIf you come, bring plenty of water.

14

Unit 8: Off-Site ServicesUnit 8: Off-Site ServicesFirst ConditionalExpand these sentences about the excursion to Santorini:

A If / go / Santorini / see / volcanic islandB If / go / Santorini cruise / return / midnightC Have / donkey ride / if / go / SantoriniD If / sunbathe / not forget / sun-cream

15

Unit 8: Off-Site ServicesUnit 8: Off-Site ServicesUse these ways to give advice:

• Why don’t you come on the Cultural Crete excursion?

• If I were you, I’d wait till the Thursday or Friday.

•You could always spend a day or two exploring the town from here.

Give advice using standard phrases

16

Unit 9 – International Unit 9 – International guestsguests

describe cultural aspects and considerations

common business travel vocabulary

make comparisons using just, like, unlike, whereas

present perfect continuous with present perfect simple

identify and recommend business facilities

17


Make comparisons using just, like, unlike, whereasNotice how we make comparisons between things:

Like any other company, we need to be able to identify important customers.

Like is followed by a noun, e.g. company.

Object being comparedObject being compared with

Just as an airline will offer a better quality service to first-class passengers, we will provide a higher standard for our important guests.

Just as is followed by a subject and verb e.g. an airline will..Object being compared + verbObject being compared with + verb

18


Make comparisons using just, like, unlike, whereasUnlike the normal business guest, the VIP has his or her room allocated in advance.

Unlike is followed by a noun, e.g. guest,Object being comparedObject being compared with

Whereas CIP rooms are double-checked, all VVP rooms are treble-checked

Whereas is followed by a noun, e.g. CIP rooms are…Object being comparedObject being compared with

19


Present Perfect Continuous vs Present Perfect SimpleNotice how we use the Present Perfect Continuous:- Some of our guests have been coming here for years.- He’s been writing a report since three o’clock.

We use the Present Perfect Continuous with a phrases saying how long.

Compare this with Present Perfect Simple:- We’ve had lots of VIPs here this week.- He’s (has) written twenty pages of his report.

We use the Present Perfect Simple with a phrase saying how many or how much.

A I (save) ___________ for two years. I (save) _____________ $1000.

B Since lunch time, Mary (read) ____________the newspaper, She (read)

______ half of it.

C I (only play) __________ a few games of squash because I (only play) _______________ it for a while.

have been saving have savedhas been reading

has readhave only played have only been playing

20

Unit 10: Unit 10: Events/ConferencesEvents/Conferences

size and dimensions

describe conferences and AV equipment requirements

seating arrangements

accommodation contents and facilities

21


Describe conferences and AV equipment requirements

22


Plan appropriate seating arrangements

Theatre- style

Schoolroom style

Horseshoe style

Boardroom style

Banquet/cabaret style

Board meeting

Formal dining

Seminar

Lecture

Awards ceremony

Product Launch

Workshop speech

23


Talk about accommodation contents and facilities

Look at these ways of talking about the contents of a room:a) It’s got ( a flip chart and a video)b) It containsc) It’s equipped withd) It’s set out (in boardroom-style)e) It’s arranged

24


Describe size and dimensionsUse these ways of talking about size and dimension:A It’s 6 metres wide and 12 metres long.

It’s 6 metres by 12 metres.B It’s square/rectangular/round.

It’s L-ShapedIt’s shaped like an H

C It has a seating capacity of sixty.D It can take up to sixty people.

25

For now…………

Good luck on the 21st

1 general education office ihm.316 / ila2401 english for the hotel business final examination...

Documents