hotel and restaurant
TRANSCRIPT
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Thomas Early
Bestellnummer 34950
Bildungsverlag EINS
English for Hotel and Restaurant Staff
1. Auflage
Hotel ForYou
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www.bildungsverlag1.de
Gehlen, Kieser und Stam sind unter dem Dach des Bildungsverlages EINS zusammengefhrt.
Bildungsverlag EINS
Sieglarer Strae 2, 53842 Troisdorf
ISBN 3-427-34950-0
Copyright 2005: Bildungsverlag EINS GmbH, Troisdorf
Das Werk und seine Teile sind urheberrechtlich geschtzt. Jede Nutzung in anderen als den gesetzlich zugelassenen
Fllen bedarf der vorherigen schriftlichen Einwilligung des Verlages. Hinweis zu 52a UrhG: Weder das Werk noch
seine Teile drfen ohne eine solche Einwilligung eingescannt und in ein Netzwerk eingestellt werden. Dies gilt auch
fr Intranets von Schulen und sonstigen Bildungseinrichtungen.
A list of the icons used in the book to indicate the nature of the task.
Discussion
Listening
Reading
Writing
Tip
Grammar reference
Danger
Information
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Introduction
There are many problems to be faced whenwriting a book about a special field or sector.
One of the main problems is the number of
new words that the student has to learn and
use. Many of the words will be completely
new to the student, from the vocabulary in
the kitchen utensils, equipment, staff titles,
cutlery and crockery to the vocabulary
needed in the restaurant, foyer, bedrooms,
etc. There is a very real danger that the book
can turn out to be more of a dictionary thana course book. To combat this I have tried to
introduce new vocabulary in a varied and, I
hope, interesting way.
One way to make learning vocabulary a
little easier is to use a logically-structured
and well-organised vocabulary book. I give afew tips on how I would organise a vocabu-
lary book, but you are free to do it in a way
that is best for you.
Most people believe that their listening
skills are much superior to their oral skills,
and this is generally true. Therefore, many
tasks throughout the book can be used for
discussion, and I strongly recommend that
you become involved and always try to voice
your opinion. Like most learners, speakingin English is probably the discipline that
needs the most practice.
I wish you lots of success in your cho-
sen profession.
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Contents
1
Unit 1The serviceindustry
1 Working in the service Grammar Reference 9
industry 8 1 Just checking 9
1.1 Numbers 9
1.2 The Clock 10
2 The alphabet 12
2
Unit 2Who doeswhat?
1 Job titles 13 Grammar Reference 16
2 The staff 14 Do you like ?/
Would you like ? 16
3
Unit 3A tour ofthe hotel
1 The rooms 18 Grammar Reference 21
2 The chambermaid 19 To be 21
3 A vocabulary book 20
4
Unit 4TheReception
1 Welcoming and greeting 25 Grammar Reference 38
2 A tricky situation 25 Present simple 38
3 Requests 27
4 A reservation 27
5 Telephone bookings 29
6 Registration 31
Introduction 3
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Unit 5Emails
1 Introduction 41 Grammar Reference 46
2 Structure 42 Was/Were 46
3 Requesting information 44
4 Answering enquiries 45
6
Unit 6In therestaurant
1 Introduction 49 Grammar Reference 54
2 Setting the table 50 Present perfect 54
3 At the table 51
7
Unit 7The winewaiter
1 Wine an food 59 Grammar Reference 66
2 Recommending wine 60 Will 66
3 All about wine 61
4 The wine list 63
8
Unit 8Dealing withcomplaints
The customer is always right 69 Grammar Reference 71
Verbs not used in the
continuous form 71
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9
Unit 9
At the bar
1 Five categories 73 Grammar Reference 79
2 A question of taste 74 Going to 79
3 Cocktails 75
4 Small talk 76
10
Unit 10The kitchen
1 If its too hot 83 Grammar Reference 93
2 A kitchen dialogue 84 Adjectives and adverbs 933 Too many cooks 87 1 Adjectives 93
4 In action 90 2 Adverbs 94
11
Unit 11The Menu
1 Important things to know 97 Grammar Reference 102
2 Lets get into practice! 99 For and ago 102
1 The usage offor 102
2 The usage ofago 103
12
Unit 12Breakfasts
1 Types of breakfasts 105 Grammar Reference 1082 Breakfast Menus 106 Two final topics 108
1 Prepositions 108
2 Used to do 109
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Appendix 1 Quiz time 110 Vocabulary 1192 A place to stay 111
3 Giving directions 113
4 Chef s little gems 114
5 Lets cook 115
6 Weights and measures 116
7 Hotel signs 118
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Unit 1The service
industry
11 Working in the service industry
Students visiting Britain or America for the first time might be slightly surprised by
the seemingly excessive use of both sir and madam within the catering trade. How-
ever, this is expected from members of staff by both the management, and the guests.
As the name suggests (service industry) we are there to provide a service for the pub-lic, and although this can be demanding, exhausting and at times frustrating, it can
also be one of the most rewarding professions.
The service industry offers a wide choice of professions, and unlike most others, opens
up the opportunity of working in foreign lands.
It also gives you the possibility of coming into contact with many different languages
and cultures. For example, in a restaurant in the UK you might find a Spaniard asking
a German waiter questions in English about an Italian wine. We must therefore, all be
tolerant and patient at all times with our guests.
If you remember these points you will have an enjoyable and rewarding career in ar-
guably one of the worlds most important professions.
Task 1
a. What are the main differences between the service in-
dustry culture in the UK and USA and the culture in
your country?
b. Why did you choose a job in the service industry?
c. What do you think are the main rewards offered by thisindustry?
5
10
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9
Unit
Thes
ervice
industry
G
1 Just checking
1.1 Numbers
Cardinal numbers
Ordinal numbers
1 first
2 second
3 third
4 fourth5 fifth
6 sixth
7 seventh
8 eighth
9 ninth
10 tenth
11 eleventh
12 twelfth
13 thirteenth
14 fourteenth
15 fifteenth
1 one
2 two
3 three
4 four
5 five
6 six
7 seven8 eight
9 nine
10 ten
11 eleven
12 twelve
13 thirteen
16 sixteenth
17 seventeenth
18 eighteenth
19 nineteenth20 twentieth
21 twenty-first
22 twenty-second
23 twenty-third
30 thirtieth
40 fortieth
50 fiftieth
60 sixtieth
70 seventieth
80 eightieth
90 ninetieth
14 fourteen
15 fifteen
16 sixteen
17 seventeen
18 eighteen
19 nineteen
20 twenty21 twenty one
22 twenty two
23 twenty three
30 thirty
40 forty
50 fifty
60 sixty
70 seventy
80 eighty
90 ninety100 one hundred
110 one hundred and ten
200 two hundred
300 three hundred
100 hundredth
110 hundred and tenth
200 two hundredth
300 three hundredth400 four hundredth
500 five hundredth
600 six hundredth
700 seven hundredth
800 eight hundredth
900 nine hundredth
1000 thousandth
2000 two thousandth
2000000 two millionth
1000000 millionth
400 four hundred
500 five hundred600 six hundred
700 seven hundred
800 eight hundred
900 nine hundred
1000 one thousand
2000 two thousand
1000000 one million
2000000 two million
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1
Unit
Thes
ervice
industry
Fractions
a half
a quarter/one quarter three quarters
a third/one third two thirds
a fifth/one fifth two fifths three fifths four fifths
a sixth/one sixth two sixths three sixths
a seventh/one seventh two sevenths three sevenths
an eighth/one eighth two eighths three eighths
Decimals
Decimals in English are written with a point not a comma.
Task 2
Use the numbers you have learned to answer the following questions:
a. Which British monarch, who married six times, was never really happily married?
b. When is American Independence Day?c. How many days are there in a leap year?
d. How many days are there in October?
e. What is the decimal equivalent of
three quarters?
f. What is 0.25 as a fraction?
g. What number follows the eleventh?
h. When is New Years Eve?
1.2 The Clock
We generally do not use a 24-hour clock in Britain and America. Unless you are look-
ing at a train or aeroplane timetable or schedule, we usually use a 12-hour clock. This
means there are no such times as 19 oclock or half past 23. One other exception is the
armed forces, and, assuming that none of you are in the army/navy or air force, let us
practise the 12-hour clock.
2.34 is spoken as twelve point three four.35.76 is spoken as thirty-five point seven six.
107.28 is spoken as one hundred and seven point two eight.
0.923 is spoken as zero point nine two three.
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Unit
Thes
ervice
industry
We have am and pm to stop any confusion, but it is not often necessary as you can
see from the following text.
I usually get up about 6 oclock. I have breakfast at 7 and leave the house a half an
hour later. I usually start work about 8, have lunch at 12, finish work about 5 and
have dinner about 7.
So, it is not always necessary to sayam andpm unless you do shift work.
It is really quite simple: nach = past and vor= to
Look at the following times:
five past one eight past seven a quarter past twelve twenty to eleven
twenty five past eigth half past two twenty five to ten twenty to four
a quarter to eleven five past five five to two half past two
Notice that we do not say ten past two oclock, but ten past two.
Task 3
What time is it now?
What time was it twenty minutes ago?
forty-five minutes ago?
thirty-five minutes ago?
ninety minutes ago? five minutes ago?
seventy-five minutes ago?
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1
Unit
Thes
ervice
industry
Task 4
What time will it be ten minutes from now?
forty-five minutes from now?
thirty-five minutes from now? ninety minutes from now?
five minutes from now?
seventy-five minutes from now?
2 The alphabet
Task 5
Write seven headings in your vocabulary book using the following letters:
A B F I O U R
_ _ _ _ _ _ _
_ _ _ _ _ _ _
Now listen to your trainer saying the alphabet and put the letters, which have the
same sound under the correct heading.
Task 6
a) Spell the following names:
Johnston Beckham Reilly Forbes Edwards McQueen
b) Spell the following words:
busy engaged available knowledge head waiter family
reception jaguar suite January telephone vegetables
manager office quality underground extension
c) Spell your own name/your colleagues/trainers name.
Task 7
Listen to your trainer and write down the words that you hear.
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Unit 2
Who does
what?
21 Job titles
As in many organisations, a hotel is run under strict hierarchical guidelines and with
very clearly defined areas of responsibility. Every member of staff knows exactly what
he is responsible for and who he is responsible to.
General manager/ess Breakfast chef Receptionist
Banqueting manager/ess Maitre DHotel Commis chef
Head waiter/waitress Porter Waiter/Waitress
Head chef Chambermaid
Task 1
Look at the duties below and discuss with your colleagues who you think might be
responsible.
a. Designing and planning the menu.
b. Hiring of new staff.
c. Booking enquiries.
d. Welcoming guests to the restaurant.
e. Weddings and functions.
f. The guests luggage.
g. Tidying the rooms.
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2
Unit
Whodoeswhat?
2 The Staff
Now look at some of the main areas of responsibility within a hotel.
General manager: The managers position is very often an administrativepost. Responsible for the day-to-day running of the
hotel, hiring/firing, promotion and public relations.
Head Chef: Main areas of responsibility include the designing and
planning of the menus, food purchasing, preparation,
stock control and food rotation, and
general management of the kitchens and
delegation of tasks to the junior and
commis chefs. In the kitchen the head
chef is KING!
Commis/Sous chef: Often responsible for vegetable preparation, mais en
plais and the less complicated dishes such as pasta which
may be on the menu. In some hotels the commis or
sous chef is often also responsible for starters and/or
sweets.
Breakfast chef: Breakfast preparation, purchasing, staff, stock control
and rotation and management of the kitchen during
breakfasts.
Receptionist: Responsible for the hotel register, book-ings, enquiries, cancellations and often
responsible for welcoming the guests.
Maitre DHotel: Main duties include welcoming the guests, bookings,
seating arrangements, enquiries and general administra-
tion within the restaurant.
Headwaiter: General supervision within the dining room, staff rotas,
purchasing, and liaison between the kitchen and therestaurants.
Waiter/Waitress: Setting the tables, taking orders, serving the food and
dealing with any complaints or enquiries.
Banqueting manager/ Responsible for the planning and organising of any
manageress: special events at the hotel. These might include wed-
dings, conferences, parties or seminars.
Head barman/ Responsible for stock control, purchasing, staff rotas and
barmaid: general administration in the hotel bars.
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Unit
Whodoeswhat?
Barman/Barmaid: Mainly responsible for serving the guests,
stocking shelves and general tidiness
behind the bar.
Porter: Responsible for welcoming the guests, carrying their
luggage to the room, parking their car and dealing with
general enquiries.
Chambermaid: Responsible for making and re-making and cleaning and
tidying the rooms.
Task 2
Translate the following words/phrases.
Day-to-day running. Staff rotas. Stock control.
Stock rotation. Hiring and firing. Liaison.
Task 3
Which of the hotel staff might wear the following items of clothing?
A. Bow-tie B. Apron
C. Waistcoat D. Name-tag
E. Whites F. Business suit
Task 4
Which of the members of staff are most likely to have said the following:
1. I once organised a wedding for 250 people. But the bride didnt show up.
2. Sometimes it feels as though some of the guests have a dead body in their case.
3. We ran out of beer during the very hot summer last year and I had to borrow a
keg from the pub across the road.
4. Although my staff are very good, I personally go down to the market to buy fresh
supplies.
5. I find some foreign names very hard to spell. Especially over the telephone.
6. A guest once asked me for mint sauce with his ice cream.