Hotel and Restaurant

8/7/2019 Hotel and Restaurant

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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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5

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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11

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.

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Hotel and Restaurant