Tiếng Anh chuyên ngành Du lịch - Khách sạn

Nội dung text: Tiếng Anh chuyên ngành Du lịch - Khách sạn

1. Unit 1 Tourist Information Section 1 Language Focus Vocabulary 1. Work in pairs. Match the words to the correct pictures. a. Tourist Attractions a. Floating market d. Waterfall g. Market b. Jungle e. Grotto h. Pagoda c. Bay f. Bird sanctuary i. Beach 1.___ 2.___ 3.___ 4.___ 5.___ 6.___ 7.___ 8.___ 9.___ English for Tourism page 1
2. b. Tourist Activities a. Fishing g. Skating b. Swimming h. Hiking c. Bird watching i. Horse riding d. Kayaking j. Playing golf e. Scuba diving k. Sailing f. Skiing l. Biking 1. ___ 2. ___ 3. ___ 4. ___ 5.___ 6. ___ 7. ___ 8. ___ 10. ___ 9. ___ 11. ___ 12. ___ 2. Listen to some tourists telephoning a tourist information center in Sydney. What are they looking for? Complete the table. a. Somewhere to relax, swim and sunbathe b. Panoramic view of the city c. Battleships and historic ships d. Somewhere educational, interesting museum Enquirer What the enquirer is looking for 1 2 3 4 English for Tourism page 2
3. Compound nouns In English we can use nouns as adjectives. For example: Water sport Stork sanctuary Adventure tour The relationship between the two nouns can be of many kinds, including: Place: mountain slopes, city center Time: summer holiday, weekend break Function: golf course, swimming pool Material: paper bag, iron bridge, stone cathedral Practice 1. Match the nouns in A and B. A B Theme City Tour Sports Shopping Trip Boat Park Water Guide Capital Mall 2. Rewrite these sentences without changing the meaning. Ex: - It takes five minutes to walk from the hotel to the beach. - It’s a five-minute walk from the hotel to the beach. a. It takes two hours o drive to the airport. b. You can visit the sanctuary which extends to over 4 hectares in Thot Not, Can Tho. c. We stayed in a hotel with three stars. d. The journey to Cai Rang floating market takes 3 hours. Advice and suggestions We can give advice to someone by using the following structures. • If you’re looking for , then go to • Don’t miss • is a must for any visitors to (city). • You can’t leave (city) without Practice Pairwork: Student A: You have 2 days off work. You want to go somewhere relaxing this weekend. Go to a tourist information center to ask for some information for your trip. Student B: A customer comes and asks you some information for his/her trip. Give him/her some suggestions about where to go and what to do. English for Tourism page 3
4. Section 2 Reading 1. Pre-reading a. Where did you spend your last vacation? What did you do there? Which places did you visit? b. Where did you get information about that trip? (From your relatives? Friends? Coworkers? Internet?) c. Do you feel satisfied with the information you got? Why? 2. Reading TOURIST INFORMATION OFFICES The tourism department operates tourism information offices in many origin countries. A tourism information office promotes, or builds, travel to a destination country through advertising and special promotional activities. For example, representatives of the information office give brochures about vacations, the destination country, and special tours to travel agents in the origin country. A brochure is a printed folder, or pamphlet, about a place, product, or company. Brochures advertising tourism are written, printed, and supplied to information offices in origin countries by the tourism department. Mr. Carter is the director (manager) of a tourism information office. He has a large staff. A staff in a business office is a group of people who work together. The staff includes people who work directly with travel agents; others who do work with companies and businesses; people who contact newspapers and television and radio stations; some who work with airlines and hotels; people who write advertising; and information clerks and secretaries. One of Mr. Carter's most important jobs is that of public relations director. The purpose of this job is to establish a good attitude toward his country among the public (people) of the origin country. As part of this job, he supervises the writing and distribution of press releases (news stories) for the media. Media refers to all the ways of spreading information, such as newspapers, radio, television, and other means of communication. Media is a plural word, meaning it refers to all these means. Radio is a medium of communication; it is one of the media used for advertising. Public relations people place special news stories in the media to help build interest in the destination country. Advertisements in the media, paid for by the tourism department, also help establish interest. Employees in public relations and advertising must be fluent in English if they work in English-speaking countries. "To be fluent" means to speak, read, and write a language almost as well as the natives do. Mr. Carter's staff members write advertisements, news releases, and brochures to promote travel to their country. They give lectures (talks) and show films about their country to groups of people. They answer questions about travel to their country. English for Tourism page 4
5. Mr. Carter holds press conferences whenever something of importance or interest happens in his country. A press conference is a meeting attended by reporters from newspapers, magazines, radio, or television. At a press conference, someone makes announcements that their readers, listeners, or viewers might find interesting. Whenever an important person from his country visits, Mr. Carter holds a press conference to introduce that person to the representatives of the media. Such news items help to build interest in and knowledge about his country. Information offices also give tourists and immigrants helpful information. The clerks give them any necessary documents or visas that may be required for entrance. The staff can also tell them about different laws and regulations in the destination country. Mr. Carter and his staff also work with businesses and industries that might be interested in either moving to or doing business with the destination country. Mr. Carter's country wants foreign industries to come and help build industry there. The country is also interested in exporting some of its products. In turn, the country is anxious to get the best prices on products imported from other countries. Wherever they go and whatever they do, the information staff members represent their country. "We are the face of our country to the rest of the world," Mr. Carter says. "Before they know anything about our country, people form their impressions and attitudes about it from the things we do and say." (Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse,1982) Answer the following questions. a. What does a tourism information office do to promote travel to the destination country? b. Why is the job of public relations important? c. What are some of the duties of public relations people? d. How well do employees who work in English-speaking countries have to know English? English for Tourism page 5
6. 3. Vocabulary Choose the correct word or phrase to complete each sentence. 1. The country from which the tourist comes is called the ___ country. a. destination c. vacation b. origin d. native 2. A ___ office promotes travel to the destination country. a. representative c. travel agent b. tour packager d. tourism information 3. A ___ is a printed pamphlet about a place, product, or company that is used for advertising. a. media c. visa b. passport d. brochure 4. The purpose of public relations is to establish a good ___toward something among the public. a. advertisement c. attitude b. interest d. contact 5. Newspapers, magazines, and books are print ___ that spread information. a. medium c. brochures b. media d. advertisements 4. Speaking Choose a tourist destination in Vietnam which you know well. In groups of four or five students, prepare a presentation about tourist attractions and activities in that place. English for Tourism page 6
7. Section 3 DO YOU REMEMBER? 1. What are some famous places and activities for tourists in the Mekong Delta? 2. If you want to give some suggestions, what can you say? English for Tourism page 7
8. Unit 2 Tour Itineraries Section 1 Language focus Referring to the future When referring to the future itinerary, we can use a wide range of tenses. • The present simple can be used for a program or regular schedule which is unlikely to change. • WILL can be used to make a deduction, a factual prediction or a spontaneous offer. • GOING TO can be used to predict future events based on a present evaluation of circumstances. Practice 1. Work in pairs, one as a travel agent, the other as a tourist. Ask and answer questions about this day trip from London to Oxford. 08.15 Coach departs from London, Victoria. 10.00 Arrival in Oxford. 10.15 Tour of Oxford University colleges. 12.45 Lunch at the Turf Tavern. 14.00 Coach leaves for Woodstock. 14.30 Tour of Woodstock and Blenheim Palace. 17.30 Coach departs for London. English for Tourism page 8
9. 2. Listen to the travel agent explaining the tour from Bangkok to Malaysia and complete this tour itinerary. Day 1 Arrival in Bangkok You arrive in Bangkok and transfer to your hotel. Day 2 Bangkok You are free to 1 in your hotel or 2 the city. Day 3 Bangkok After visiting the 3 in the morning, we spend the afternoon touring the Grand Palace and watching the display of Thai 4 In the evening, we take the overnight 5 to Nakorn Sri Thammarat. Day 4 Nakorn Sri Thammarat Krabi On arrival, we visit the 7th century 6 and the museum, before going on to see the famous 7 at work. After lunch we drive to Krabi on the 8 coast. Day 5 Krabi / Phuket After 9 the night in Krabi, we set off early for Phuket. The rest of the day is yours to enjoy on Thailand’s 10 island. Day 6 Phuket / Penang We take the early flight to Penang for the 11 part of the tour. You are free to explore the 12 and mosques of Penang, or relax on the 13 . (Adapted from a listening exercise in First Class, 1991) English for Tourism page 9
10. Section 2 Reading 1. Pre-reading a. What means of transport do you like for a short journey? for a long journey? Why? b. What are some of the most popular means of transport available in Can Tho that tourists can use? 2. Reading THAILAND, CAMBODIA AND LAOS 16 DAYS The trip: An Exciting journey through the festinating kingdoms of Cambodia and Laos by boat, train, and bus. A busy trip, but with lots of time for shopping, relaxing and exploring. Size of group: 5-15 plus group leader and local guide Accommodation: 11 nights in hotels, 2 nights in local houses ITINERARY Day 1 Depart Heathrow Airport Day 10 Free day to wander around peaceful Vang Day 2 Arrive Bangkok Vieng, or take a walk and explore the spectacular limestone caves or the Day 3 Visit the Grand Palace, the take train to surrounding hills. Aranyaprathet. Day 11 Drive to Luang Prabang, a world heritage Day 4 Cross the border by train to the old town sight. of Battambang in Camodia; explore in Early morning climb of Mount Phousi to see the afternoon. Day 12 the sunrise; rest of the day free to visit the Day 5 Take boat down river to Tonle Sap, then waterfalls or simply relax. a short bus journey to Siem Reap; Day 13 Speedboat trip to Pak Beng, stopping off at afternoon sightseeing in Banteay Srei. the Pak Ou caves. Day 6 A day to explore the amazing temples of Day 14 Another boat trip to the border town Huay Angkor, including the Bayon, Angkor Xai and cross the Mekong back into Wat, Angkor Thom, and countless Thailand. Day 7 others. Day 15 Fly to Bangkok in the morning. Night flight Early morning boat ride to Phnom Penh; to London. afternoon visiting the Royal Palace and Day 16 Arrive Heathrow Airport. Day 8 Silver Pagoda. Day 9 Fly to Vientiane, the capital of Laos. Morning tour of Vientiane; afternoon bus journey to Vang Vieng past rice paddies and through dense forests. English for Tourism page 10
11. Find out where you can: a. See many ancient temples ___Angkor___ b. Cross the border from Laos to ___ Thailand c. Visit caves (two places) ___ d. See the sunrise ___ e. Visit the Silver Pagoda ___ f. Cross the border from Thailand ___ to Laos 3. Writing and Speaking Write an itinerary for a 4-day tour in the Mekong Delta. Then, explain your tour itinerary to the whole class. EXLORING THE MEKONG DELTA Tour code: MK-A03 Duration: 4 days Discovering the Mekong Delta is an unforgettable experience for you. Paddy fields, orchards and small hamlets will be in your view along your way down the Mekong Delta. Come and join us. Day 1 Day 2 Day 3 Day 4 English for Tourism page 11
12. Section 3 DO YOU REMEMEBER? Complete the following statements. • The simple present can be used for: • WILL can be used for: • BE GOING TO can be used for: English for Tourism page 12
13. Unit 3 Tour Booking Section 1 Language Focus Taking booking Here are some of the expressions the travel agent uses when taking the booking. Can I help you? I’ll check availability on the 14th of November. Do you want to confirm it? Can I take some details? I’ll just give you the booking reference number? Asking questions In formal situations it is more polite to ask questions indirectly, especially at the beginning of a conversation. For example, it can be better to use an indirect form such as Could you tell me when you were born? rather than When were you born? Direct questions Indirect questions What kind of tour would you like? Can I know what kind of tour you’d like? How many people is it for? Can you tell me how many people it is for? How long does the journey take? Do you know how long the journey takes? PRACTICE 1. Listening a. Discuss the following questions. 1. When you stay in a hotel, what kind of room do you prefer? 2. Do you like to have meals at the hotel or go to local restaurant when you’re on holiday? Why? English for Tourism page 13
14. b. Listen to a conversation between a travel agent and a customer. Complete this customer enquiry form. Real Holidays Ltd. Customer enquiry form Resort Playa Blanca Hotel Room † single † twin † balcony † sea view Meal plan † self-catering † B & B † half-board † full-board Airport From ___ To ___ Departure on ___ Nov. Dep: 09.35 Arr: ___ Return on ___ Dep: ___ Arr:___ Client name 1. 2. Contact phone number Booking reference (Adapted from a listening exercise in Going International, 1998) c. Speaking Student A is a travel agent. Student B is a customer. Role-play the following situation. After you’ve finished, change roles and repeat the role plays. Student A: Travel agent Student B: Customer You will be given a list of the tours You want to have for a vacation. Ask with specific details. A customer will for information about the tour you like come and ask you about the tour which and book it. he/she is interested in. Try to sell him/her a tour. Then, take the booking. English for Tourism page 14
15. Section 2 READING 1. Pre-reading Which of the following things is better for a tourist to explore Can Tho City, buying a package tour or organizing a tour himself? 2. Reading LOCAL TOURS Tours, or trips, to places within a city or country are known as local tours. Local tours can be of two types. First, there are one-day trips around a city or area. Second, there are local tours that can take from two days to a full week and can include an entire country. Local tours are arranged by tour packagers. Sometimes the packager is also a tour operator and provides the equipment and the guides for the tours. The packagers make up the itinerary, which is the schedule or listing of the places to be visited, and prepay (pay in advance) for any admission fees that may be charged. An admission fee is the charge to enter a place. It is usually prepaid on tours. If the tourists will stay overnight, the packager also arranges for hotel accommodations. Sometimes meals as well are included in local tour packages. Tourists can arrange for local tours in two ways. They can reserve space on tours as part of a package they buy from their travel agent at home. In this case, all reservations are made before the tourists leave their own country. The arrangements are set before they arrive at the destination country. The second way tourists can arrange for local tours is to have a travel agent make arrangements once they get to the destination country. Some tourists like to make plans and reservations for local tours after they have arrived and learned more about what they might like to see. They prefer not to have every day of their vacation planned ahead. (Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse, 1982) Answer the following questions a. What are the two ways that tourists can arrange for local tours? ___ ___ ___ b. Why do some tourists prefer to make local tour reservations after they arrive in the destination country? ___ ___ ___ English for Tourism page 15
16. 3. Vocabulary Choose the correct word or phrase to complete each sentence. 1. One-day trips around a city and longer trips within one country are known as ___. a. package tours c. local tours b. vacation trips d. seeing sights 2. The schedule or listing of places to be visited is called the ___. a. route c. program b. itinerary d. guide 3. Some places, such as museums or historic homes, charge ___ for people to enter. a. tour fees c. operating fees b. admission fees d. city taxes 4. Such charges, as well as the cost of hotel accommodations and meals, are usually ___ by the packager for local tours. a. listed c. prepaid b. taxed d. arranged 4. Speaking Discuss the following questions in groups. 1. Where have you traveled during the past 5 years? Which holidays did you enjoy most? 2. What kinds of the following kinds of holidays do you like most? Adventure Culture Fly-drive Cruise Farmstay Package/beach English for Tourism page 16
17. Section 3 DO YOU REMEMBER? What are some expressions that you can use to take tour booking? English for Tourism page 17
18. Unit 4 Tour Commentaries Section 1 Language Focus Guiding language Indicating position On your right is the beautiful On your left is the magnificent In front of you is We are now passing You can now see Superlatives is one of the finest buildings in the world. most famous sights in Asia. most beautiful in Vietnam. Passives was built by (person). was painted in (date) was designed . is said to be haunted be the best example of have lived here. Present perfect has stood here for (time period) has been standing since (date). PRACTICE 1. Use the following notes to write into full sentences about St Paul’s Cathedral in London. a. On/left/beautiful/St Paul’s Cathedral. . b. Stood/over 300 years. . c. Designed/Christopher Wren. . d. One/large/dome/world. . e. Said/influenced/design/Capitol building/Washington. . f. Lord Nelson/buried/crypt. . 2. Quiz English for Tourism page 18
19. Work with a partner and do the following quiz. 1. The Parthenon was dedicated to ___ A. God Poseidon B. Goddess Athena C. Both A. and B. D. None of these 2. The Parthenon was built almost 2,500 years ago in the country of ___. A. Greece B. Rome C. New York D. London 3. In which city is the Parthenon situated? A. Alexandria B. Athens C. Crete 4. How tall is the Eiffel tower? A. 1834 yards B. 1800 ft C. 1643 ft D. 984 ft 5. How long did it take to build this structure? A. 2 years and 2 months B. 3 years and 3 months C. 4 years and 4 months 6. St. Peter’s is a ___. A. church B. castle C. citadel 7. St. Peter’s was completed in ___ under Paul V. A. 1576 B. 1615 C. 1763 3. Listening a. Listen to the guides giving commentaries at three places. Mark the statements T(True) or F(False). (Adapted from a listening exercise in Going International, 1998) Commentary 1 a The structure is 300 meters high. b It was built in the 18th century. c The British have a similar structure. Commentary 2 d The guide is taking about a square. e The church was built during 100 years. f The tourists will climb up to see the city. Commentary 3 g The building is 2000 years old. h It was built as a Christian church. i It has been destroyed a lot. English for Tourism page 19
20. b. Listen again. In which commentary do you hear the following adjectives? Write the numbers (1, 2, 3) on the line. a Advanced b Long c Magnificent d Proud e Splendid f Wonderful c. What do the guides talk about? Write the number (1, 2 or 3) in the box. † Parthenon † Eiffel Tower † St Peter’s English for Tourism page 20
21. Section 2 Reading 1. Pre-reading a. Where did you go on your last vacation? b. How did you go? c. Who did you go with? d. What did you see and do? e. What did you buy as a souvenir? 2. Reading CITY TOURS On the day of their city tour, the Silver wakes early. When Mr. and Mrs. Silver leave the coffee shop, the concierge greets the Silvers with a smile. The concierge gives Mr. Silver the tickets for the tour and says, "I'm not busy at the moment. Let me walk with you to where the bus will pick you up. I'll introduce you to the tour guide personally." Soon the tour bus stops at the curb. The driver opens the door and the tour guide climbs down. As he has promised, the concierge introduces each member of the family to her. She says: "Welcome. I'm Francine Miller, your guide for this tour. I'll tell you all about the things you will see. If you have any questions, please ask. It's my job to answer them. All my time is free to talk to you sightseers." Sights are places or things to see. Sightseers are people who go to see these sights, or places of interest. Local tours are sometimes called sightseeing tours. When the Silvers board (get on) the bus, Mrs. Miller introduces them to the driver. Then she takes them to the seats that were reserved (saved) for them. When they are all comfortably seated, the driver starts the bus. Before the driver became a tour bus driver, he spent many years driving a taxi. In that way, he learned all the streets of his city. He is an experienced driver, which means that he has had practice driving in many different or difficult situations, and drives safely and well. In addition to knowing all the streets, he also knows all the traffic regulations. Only the most experienced drivers can get jobs on tour buses. He has also been specially trained to drive a tour bus. He drives carefully past the places that tourists want to see. He is also careful to avoid stopping suddenly or speeding up quickly. People have confidence in a careful driver. Confidence means that they believe the driver does his or her job well and safely. Passengers feel comfortable riding with a driver in whom they have confidence. The driver feels that making passengers comfortable is an important part of his job. As the bus moves through the city streets, the guide tells the sightseers about the places and buildings they are passing. They pass a large group of low buildings English for Tourism page 21
22. surrounded by a park. "That's a medical center with many different hospitals. The long low building with the playground next to it is a children's hospital." The children ask if there are many sick people in the country. Mrs. Miller replies: "Every country has sick people. I don't know if we have more or fewer sick people than anywhere else. But I do know that we are very lucky to have such a fine medical center to help people get well." When Mr. Silver asks how many other hospitals or medical centers there are in the country, Mrs. Miller is able to tell him. An important part of her job as a tour guide is to answer the questions people ask. Another part of her job is to explain the history of parks or monuments they pass. After about 40 minutes of such sightseeing, the bus stops in front of a large, modern building. "This is our national museum," says the guide. "You will find many interesting works of art and historical displays inside. As you leave the bus, I'll give you a brochure that will tell you about the museum." "Is it in English?" Tommy asks. "May we keep it as a souvenir?" Janet asks. Mrs. Miller answers yes to both questions and continue: "Inside you will find signs in English telling about the exhibits. You will also find a display called a diorama, a small-sized model of the entire city and the countryside around it. Around this diorama are several telephones. Pick up one of the phones marked 'English' in order to hear a description of the city. You will also hear about some of the places we saw on the way here. In addition, the recording will tell you about some of the exhibits in the museum and some of the places we will see later this afternoon." As they leave the bus, Mrs. Miller tells the sightseers: "You have one hour to go through the museum. Then we'll meet back at the entrance. I'll take you to the museum restaurant where we'll have lunch." As the Silvers are leaving the museum after lunch, Janet asks the tour guide, “Can we stop for a moment? I want to buy some postcards to send to my friends. The stamps in your country are so pretty.” Each member of the family buys several postcards at a sales counter just inside the front door of the museum, near the diorama. Then Mrs. Silver asks: “Would you mind taking the pictures of us standing on the front steps of the museum?” Tour guides often receive this type of request. Tourists like to have pictures of themselves visiting faraway places. The tour guides are often asked to take the pictures so that the whole family or group can be in the photograph. During the afternoon, the tour goes to a large crafts market. Built by the government, the market contains many stalls (enclosed spaces) where people display (show) and sell handicraft items, clothing, and souvenirs. The family walks around the market. They stop and look at many items. Suddenly, all four members of the family have the same idea at the same time, buying some shirts as souvenirs. Back on the bus, the family agrees that they have enjoyed every bit of the tour. They will take home memories of a pleasurable, interesting day. The souvenirs they bought will remind them of the pleasurable experiences they had. (Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse, 1982) English for Tourism page 22
23. Work in groups and answer the following questions. a. Why are local tours sometimes called sightseeing tours? ___ ___ b. Why does Mrs. Miller tell the sightseers to ask her any questions they have about the places they see? ___ ___ c. How did the driver get the experience to become a tour bus driver? ___ ___ d. What gives people confidence in a driver? ___ ___ e. Why do tourists ask a tour guide to take their photographs? ___ ___ ___ 3. Vocabulary a. Choose the correct word or phrase to complete each sentence. 1. An___ driver has practice driving in many different situations. a. ordinary c. experienced b. unusual d. unsafe 2. Because the Silvers feel ___ that the driver is doing his job well, they have him. a. an interest in c. nervousness about b. a concern about d. confidence in 3. A tour bus driver must know all the traffic ___. a. signs c. regulations b. streets d. police officers 4. Local tours are sometimes called ___. a. bus trips c. museum tours b. sightseeing tours d. city trips English for Tourism page 23
24. 5. A ___ is a small pamphlet that describes or gives information about something. a. newspaper c. book b. magazine d. brochure b. Match each word or phase in column A with its meaning in column B. A B 1. Handicraft a. Person who visits places of interest. 2. Stall b. Something made by hand 3. Diorama c. To show 4. Sightseer d. Small-sized display or model 5. Display e. Enclosed space 4. Writing and Speaking a. These are some of the most famous tourist attractions in Can Tho City. Do you know all of them? Write their names under the pictures? a. b. d. e. f. g. English for Tourism page 24
25. b. Imagine you’re a tour guide. Prepare a short commentary for a place in Exercise A that you know well. Then describe it to your partner and ask him/her to guess what the place is. English for Tourism page 25
26. Section 3 DO YOU REMEMBER? If you want to indicate positions, what expressions can you use? When do you use the passive form? English for Tourism page 26
27. Unit 5 Restaurants and Their Services SECTION 1 LANGUAGE FOCUS 1. Structures Describing eating and drinking establishments The Cafe Grande is like a coffee shop, but it serves . . . / doesn’t serve . . . it has . . . / doesn’t have . . . the customer can . . . / can’t . . . Saying time Times Days We’re open for lunch from to/till on Mondays to Saturdays. We’re closed dinner every day (of the week) We open at one (o’clock) every day except Mondays. We close midnight on Mondays. PRACTICE 1. You will hear staff members from four of the above establishments. They are answering telephone enquiries about opening times. Listen, and put ticks (√) to show the days when they are open, and crosses (2) to show when they are closed. Then listen again and note the opening hours. Times Mon Tue Wed Thurs Fri Sat Sun 1. Luxury restaurant Lunch 12.30 – . . . . 5 5 5 5 5 7 5 Dinner . . . . – 24.00 2. Bar . . . . – . . . . 3. Informal restaurant Lunch . . . . – . . . . Dinner . . . . – . . . . 4. Coffee shop . . . . – . . . . 2. Work with a partner. Take turns to be A (a waiter/waitress in an eating or drinking establishment) or B (a customer). Student A should think of the opening days and times of four formal or four informal establishments. (They can be places you know, or you can invent them.) Student B should telephone Student A for the information. 3. Work with one or two other students. Imagine that you are going to open a new restaurant. Use the following hints to discuss with your friends. - the kind of restaurant - its opening times - the kinds of menu and the prices - its location English for Tourism page 27
28. - its services and amenities (enjoyable features, for example a band, a beautiful view, etc.) Then write a small advertisement for it, and post it in class. 2. Vocabulary Eating and drinking establishments 1. Members of staff are on the telephone, explaining the services at the five establishments: a. bar b. coffee shop c. informal restaurant serving national and regional dishes d. luxury restaurant e. nightclub Decide which sentence to apply to which establishment. Write the letters before the sentences. (Some sentences may apply to more than one establishment.) 1 d Dinner is a la carte, Sir. 2 We serve typical local dishes. 3 You can dance to our band. 4 You can have a snack with you drinks. 5 We have an excellent floorshow. 6 We have two sorts of dinner menu: a la carte and a three-course, fixed price menu. 7 You can have a quick snack here any time. 8 We make all the pasta ourselves. 9 You can gamble if you like. 10 We are noted for our haute cuisine, Madam. 11 We serve sandwiches, salads, cakes and beverages. English for Tourism page 28
29. SECTION 2 READING 1. Pre-reading Discuss the answers to the questions below with your friends. a. What elements are included in the service industry? b. Name five specific jobs restaurant staff members do. c. What do restaurant staff members do with these jobs? 2. Reading THE SERVICE PROFESSION Spheres of Activity The service profession comprises two important spheres of activity: • Preparatory work • Guest service If you want to be successful in service, none of these areas can be neglected. Preparatory work (mise en place) Preparatory work creates the conditions that make smooth service possible. It includes every behind-the-scenes task, from setting the table for the guests to filling saltshakers, that is performed by the service staff. In all preparatory work, order and cleanliness play a major role, to say the least. A perfect mise en place is essential for good service. Guest service Guest service is the area that demands the most from service personnel, involving conduct, self-discipline, and an ability to empathize. Your concern for the welfare of your guests clearly indicates your level of professionalism: to provide quality service, you must assume responsibility for your guests' enjoyment of their dining experience. You cannot provide such service by rushing through your work, expending a minimum of effort. Pleasing the guest is the primary concern in this profession, and because you are dealing directly with those who will judge your performance, the results of your efforts (or lack thereof) are immediately evident. Hierarchy for a Large Establishment Title Function Maitre d’hotel The waitperson responsible for the overall management of service Headwaiter The waitperson responsible for service in a particular area, such as a banquet room or restaurant. Captain The waitperson responsible for a service station (approximately 15 - 25 guests), assisted by one front waiter or an apprentice. Front waiter A young, trained waitperson with 1-2 years of experience. Apprentice A waitperson in training English for Tourism page 29
30. Specialists Depending on the size and style of the establishment, there may be professional titles for specialists that perform particular jobs. Title Function Banquet manager Directs the catering and banquet operations Food-and- Directs the sales and purchase of food and beverages beverage manager Wine steward or Responsible for wines and their service sommelier Host or hostess Responsible for greeting and seating the guest Bartender Responsible for bar service Room-service Responsible for service in guest rooms waiter Your training, professional experience, and knowledge will determine the rank you attain in your career. Experience abroad, knowledge of different languages, and special training, for example being certified as a maitre d’hotel, will naturally help you to advance. The chain of command for service personnel in small and large establishments may differ, but the outlines below provide an overview of the hierarchy in a typical establishment. Hierarchy for a Medium-Sized Operation Title Function Headwaiter The waitperson responsible for the overall management of service Captain The waitperson responsible for a service station (approximately 15 - 25 guests), with the help of one front waiter or an apprentice Front waiter A young, trained waitperson with 1-2 years of experience. Apprentice A waitperson in training Decide whether the following statements are true (T), false (F) or impossible to know (I). a. ___ A captain is the one who has to serve approximately 20 to 25 guests. b. ___ Your love in the profession determines your achievement in your career. c. ___ It takes a front waiter 2 years to become a captain. d. ___ It takes an apprentice from 1 to 2 years to become a front waiter. e. ___The hierarchy in every restaurant is almost the same. f. ___ A maitre d'hotel is the one who has been trained abroad. g. ___ The member who is assigned to take care of the whole management of service is the headwaiter. English for Tourism page 30
31. 3. Vocabulary Fill in the blanks with NO MORE THAN three words taken from the reading selection. Preparatory work is ___ for the successful operation of the service profession. Service workers have to prepare almost everything from minor to major things while ___ and ___ are constantly maintained. In the front, ___ requires employees to work with their enthusiasm, professionalism, and ___. Service staff's jobs are, therefore, to enhance customers' ___ when they come to the restaurant. ___ customers is the main task to those who work in the service industry. 4. Speaking Discuss the questions below with your friends. a. What are other jobs in a typical restaurant in your region that are not mentioned in the text? b. What jobs are you most interested in? Why? c. Imagine that you were going to run a restaurant. What positions and jobs would you take in account? Why? English for Tourism page 31
32. SECTION 3 DO YOU REMEMBER? 1. What do you say when explaining amenities and services? 2. Complete these two columns with the most appropriate words and phrases. Polite expressions Formal Informal Good ___ (until about 12.00) ___! Good ___ (12.30 until about 17.30) ___ Good ___ (after about 17.30) ___ ___ Bye!/Bye bye! Good ___ (= goodbye after about 21.00) Good night Thank you Thanks (In reply to Thank you): Not at all ___/You’re welcome! English for Tourism page 32
33. Unit 6 Taking Customers' Orders SECTION 1 LANGUAGE FOCUS 1. Structures Articles: A/AN and THE Look at these sentences. • Every summer we stay in a hotel in Rome. The hotel is in the city centre. • Could I have the menu, please? • Could I have a beer, please? • Could I speak to the manager, please? PRACTICE Fill in the blanks with blanks with A/AN or THE. a. On Saturdays we eat in ___ restaurant in Oxford. ___ restaurant is near ___ River Thames. b. Do you have ___ reservation, madam? c. Can I have ___ reservation, madam? d. Would you like to see ___ wine list, sir? e. Would you like ___ aperitif? f. ___ beer here is very good. g. Could I have ___ bill? A or SOME Look at these sentences. • I’d like a (glass of) beer/a glass of wine/a table near the window/a (cup of) coffee • I’d like some bread/some wine/some water/some milk PRACTICE Fill in the blanks with A or SOME. a. I’d like ___ whisky, please. b. There’s ___ bread on the table. c. Could I have ___ glass of wine? d. Mr. Jones has left ___ money in his room. e. Could I have ___ rice? English for Tourism page 33
34. Taking orders A. Waiter B. Customer A. Waiter Would you like a/an aperitif? • (Repeats the offer) Very good, Sir/Madam. .? • (Yes,) please. (Informal: Fine!/OK) some water? • (Yes,) OK. .? • (Yes,) fine. Would you like sit near • Sure. Certainly, Sir/Madam. to ? • That would be (Informal: Sure!/OK!) sit in the nice/great/ shade/sun? splendid/etc. see the • Yes, I could do with wine list? a/some set menu? • No, thanks. order now? • Not really, (thanks) • (No,) it’s OK. • I don’t know. • I’m not too sure. • Let me see/think. • Can you give us a bit more time? Recommending I haven’t decided about an appetizer I can’t make up my mind a soup I’m wondering a main course a dessert What would you suggest as an appetizer? What do you recommend a soup? a main course? a dessert? I can recommend the It’s excellent. They’re particularly good. one of the chef’s specialties. Recommending and comparing Customer What’s the difference between the Beaujolais and the Nuits St. Georges? Which is lighter: the Beaujolais or the Nuits St. more full-bodied: Georges? drier: sweeter: Waiter/waitress Oh, the Beaujolais is lighter etc. than the Nuits St. Georges? Oh, the Nuits St. Georges? is not as lighter as the Beaujolais etc. English for Tourism page 34
35. PRACTICE 1. Complete the following conversations. Conversation 1 Waiter (W): ___. Guest (G): I’d like to have dinner in your restaurant at 7:00 tonight. W: ___? G: A table for two? W: ___? G: David Smith. W: Mr. Smith, ___? G: No, thanks. Conversation 2 W: ___ G: This is Henry Green speaking. I’d like to have a table for four tonight. W: ___? G: At about eight. W: ___ G: Yes, you are right. By the way, could you give us a table in the corner? We’d like to have a quiet table. W: ___? G: Thank you. Good-bye. 2. List the order in which restaurant staff do these things. For example: 1 = (e) a ask if guests would like to see the wine list b bring the wine list c serve the bread or rolls d take the guests to their table e receive guests when they arrive f take guests’ coats to the cloakroom g take down the orders from the first and second courses h ask if guests would like an aperitif (a drink before meal) i offer water j take down the wine order k bring the menu 3. Work with a partner. Use the menu provided by your teacher and take turns to be A (a customer who wants some advice) and B (a waiter/waitress). English for Tourism page 35
36. 2. Vocabulary Courses in a restaurant Below are the courses on two kinds of menu, but they are in wrong order. Put the courses in a better order, and discuss what dishes etc. one might serve for some of them. For example: 1. Hors d’oeuvres: eggs mayonnaise. . . . A la carte menu in a four-star restaurant: Cheese board – Entrees – Coffee and mints – Cold platters – Sweets – Hors d’oeuvre – Fish – Soups – Vegetables Coffee-shop menu in an international hotel: Wine list – Main dishes – Soups – Desserts – Sandwiches – Appetizers – Beverages – Pasta dishes – Cold plate English for Tourism page 36
37. SECTION 2 READING 1. Pre-reading Discuss the questions with your friends. a. What do customers often expect of good food service? b. What are some bad habits that can lead to poor service? c. What is "passing the buck"? 2. Reading We know that service is anything other than physical goods that is valuable to customers. There are some laws that lead to good service. The most critical one is about customers' satisfaction. The following article presents some golden rules that restaurant staff members need to be aware of in order to provide good service. LAW OF SERVICE We know that service is anything other than physical goods that is valuable to customers. This customer perspective leads to the Law of Service - the most critical relationship in all service work. 1. Accessibility. Customers expect prompt and efficient service. This means that they must be able to get to someone in the organization who can help them. Whether it is waiting for initial processing or talking to someone about fixing a problem, they do not expect to go through a maze of paperwork and red tape. They want their questions answered and their needs met as soon as possible. 2. Courtesy. Customers expect to be treated in a professional manner. They react poorly to rudeness. Customers expect their property to be treated with respect as well. Employees should treat customers' luggage, cars, and so on as if it were their own. They also expect a neat and clean appearance. 3. Personal attention. Customers want to be treated as unique individuals. They want to know that the company they are dealing with cares about them as individuals. They expect to be told what services will be provided, and they expect someone to care about their problems (and do something about them). 4. Empathy. Empathy is a person's ability to see and feel things from someone else's point of view. Customers expect that service employees will understand what they care about. Customers do not expect to be treated as though their presence is an imposition on the employee or an interruption to an otherwise pleasant day. 5. Job knowledge. Customers expect that employees will know the facts about their job and their company. They expect honest answers. On some special requests, they may accept an employee going to a supervisor for an answer, provided that the answer comes quickly. 6. Consistency. Customers expect to get the same answer no matter who they talk to. If everyone meets the criteria for job knowledge, there is no reason for two different employees to give conflicting answers. There are some instances where a variety of treatment may be acceptable, but only when they see and understand an obvious and compelling reason for a difference in treatment. English for Tourism page 37
38. 7. Teamwork. The company may be composed of many different departments with different goals and methods of operation, but to customers it is a single entity. They do not expect internal turf battles to affect them nor do they expect to be passed from one department to another for answers to simple questions. Seven Deadly Sins, 1. Leave someone expecting a reply. Whenever we tell someone we will call or send something, we must follow through and do it. Even when we don't have an answer or anything else useful to say to a customer, we can call the customer to say that we have no new information yet and are still working on it. It is important that the person not feel forgotten or ignored. 2. Argue with a customer. If you remember the old saying," The customer is always right," you already know about this sin. Even when customers are completely wrong, service providers do not get any points for proving it. Taking an argumentative tone with a customer puts a service person in a poor position from the start. 3. Present a dirty or unprofessional look. This is one of the best ways to get off to the wrong start with a customer. Dirty facilities or unprofessional-looking employees immediately undermine the overall credibility of any service organization. Cleanliness will almost never be cited as a particularly good service quality, but the lack of cleanliness will be noticed immediately. 4. Give conflicting or incorrect information. Nothing is more frustrating to a customer than hearing two conflicting pieces of information from two different people in the same organization. Customers expect each of us to be perfectly up-to- date and knowledgeable about practically everything to do with our products. When we don't know something, we are much better off tactfully admitting our lack of knowledge and promising to call them back. 5. Argue with a fellow worker in front of a customer. As human beings, we will certainly have disagreements with fellow staff members. There is a time and a place for working out these differences. It may even take a screaming match to work it out-but not in front of customers. We can almost always wait to discuss it until the customer has left. We can ask our co-worker to go into a back room where we can discuss the problem, come to an agreement and then go back to deal with the customer as a team. 6. Imply that a customer's needs are unimportant or trivial. Our customers may be the fiftieth person that day that we have had to deal with on the same service need, but to them, this is the first time that day they've needed it. The worst thing we can do at that moment is to trivialize their needs or make it seem as if they are an imposition on our otherwise carefree day. 7. Pass the buck. A common practice in service organizations, especially those with large bureaucracies, passing the buck can be very frustrating to customers. Customers already tense because something has or may go wrong, and we double that pressure by sending them through a maze of red tape. The best way to avoid this is to be knowledgeable about who in the organization has the authority to help this person. If a supervisor is not immediately available, offer to have someone call the customer back. English for Tourism page 38
39. Decide whether the following statements are true (T) or false (F). a. ___ Customers' property should be handled with care and respect at a restaurant. b. ___ Service workers are supposed to understand what customers are expecting of the service they are providing. c. ___Customers do not accept the situation where a service employee goes to seek a supervisor if he/she cannot answer the customers' questions. d. ___ The operation of a restaurant with different departments is still a single entity in customers' viewpoint. e. ___ If a service employee cannot have an answer immediately, he/she should tell the customer to forget or ignore it. f. ___ When customers are completely wrong, service workers need to say so to them and prove it. g. ___ If a service worker does not know an answer or information a customer is requesting, he/she must politely admit his/her lack of knowledge. h. ___ Service workers are never allowed to argue with each other at the workplace. i. ___ Service workers should sometimes point out to customers that their request is unimportant at all. j. ___ The best way to avoid passing the buck is to get a supervisor to solve the problem. 3. Vocabulary Fill in the blanks with NO MORE THAN three words taken from the text. The law of service says that satisfaction is based on whether ___ perceive that the ___ is good or bad, and this judgment is based on their subjective attitudes, not necessarily on an objective evaluation of facts. Different customers may perceive the same ___ in different ways, and even the same customer may perceive it differently at different times. In general, customers have ___basic expectations relating to restaurant staff's professionalism. They often expect ___ service that does not let them wait or get through an amount of ___. As ___, they expect the restaurant staff to professionally pay individual attention to and care about them with the staff's ___. And while many acts may or may not be perceived poorly, there are seven ___ that are sure to upset customers. One of the bad habits is to ___ when customers have to go through a maze of paperwork and red tape in order to solve a problem. 4. Speaking Discuss the following questions with your friends. a. How can service organizations use this law of service to design better service delivery systems? b. Can you think of other rules enhancing good service delivery that are not mentioned in the text? c. What other things should service employees avoid? English for Tourism page 39
40. SECTION 3 DO YOU REMEMBER? 1. What do you say when you want to take orders? 2. What do you say when you want to make a recommendation? English for Tourism page 40
41. Unit 7 Explaining Dishes SECTION 1 LANGUAGE FOCUS 1. Structures Describing foods 1. Past Participles used as adjectives Complete the words in column 2. The chefs do this The waiter or waitress serves this (a) mince beef minced beef (b) mash potatoes m potatoes (c) shred cabbage dd cabbage (d) fillet plaice plaice (e) slice mushrooms mushrooms (f) fry scampi ie scampi (g) stew lamb lamb (h) grill sardines sardines (i) bake ham ham Notes: A. Roast does not take -ed. Sautee can take -ed. Would you like roast chicken and saute/sauteed potatoes? B. These words change their spelling: • chop - chopped • shred - shredded • fry - fried 2. The Passive Form When the waiter and waitress explain a dish, they usually talk only about the food, not about the chefs. In other words, the passive form is often used to describe how things are made. • The chefs cook the beef in wine. The beef is cooked in wine. • They poach the cod in milk. The cod is poached in milk. PRACTICE 1. Rewrite the following sentences using the passive form. a. They flavor the soup with herbs. b. They stuff the heart with bread, onions, and nuts. c. They flavor the chicken with melon. d. They serve the smoked salmon with brown bread and butter. e. They garnish the soup with small pieces of fried bread. English for Tourism page 41
42. f. They fry the vegetables in oil. g. They poach the poussins in wine. h. They fill the pancakes with cream cheese. i. They flavor the dumplings with herbs. j. They stuff the tomatoes with fried ham and onion. k. They serve the shrimps on a bed of lettuce. l. We make French dressing from oil and vinegar. m. The restaurant serves lunch from 12 to 3. n. The barman makes dry martinis from gin and vermouth. o. The wine waiter opens the wine at the table. p. The chef makes mornay sauce from flour, milk, butter, cheese and seasoning. q. The waiters bring the dishes from the kitchen on trays. 3. Quantifiers Uncountable ingredients has no wine in it. contains very little butter (just) a little garlic quiet a lot of a lot of Countable ingredients has no olives in it. contains very few prawns (just) a few quiet a lot of a lot of PRACTICE Choose phrases from B in the chart below to explain the following dishes to customers. Here is the information you need: Tortilla Tortilla: a sort of omelet Main ingredients: eggs and potatoes Additional ingredients: onion (just a little) Preparation: slice potatoes, chop onion Method of cooking: fry in oil Accompaniment: serve with green salad. Ratatouille Ratatouille: a sort of vegetables stew. Main ingredients: tomatoes, aubergines, green peppers, courgettes. Additional ingredients: oil, butter, garlic. Preparation: slice main ingredients. Method of cooking: saute and then stew slowly in the oven. English for Tourism page 42
43. Accompaniment: serve with boiled potatoes or rice. A: Customer B: Waiter or waitress What's this ? What's this dish here? Can you tell me about this Tortilla, Sir/Madam? It's a sort of It consists of and sliced with some It's fried in Is there a lot of onion in it? How much onion is there in it? Does it contain any garlic? Is there any flour in it? It contains onion. It contains no What's it served with? What does it come with? Is there anything to go with it? Does it come with a salad? (No,) it's served on its own. (No,) it comes with (Yes,) it's served 3. Look at the following menu from Saigon Palace Restaurant. Work in groups of three or four. Some of you will be customers ordering foods, and the other will be the waiter/waitress taking down the orders. English for Tourism page 43
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47. 2. Vocabulary Food ingredients and recipes Ingredients Put the following words into the correct types of ingredients. turkey - mustard - beans - kidney - herbs - margarine - rice - salmon - lobster - pheasant - lamp TYPES Vegetables Cauliflower, beans Fish Trout Shellfish Crab Poultry Duck Offal Liver Meat Beef Game Venison Cereals Flour Cereal products Fats and oils Butter Condiments Pepper Flavorings Garlic Cooking Verbs Match the verbs on the left with the definitions on the right. Verbs Definitions 1. bake a. cook food on or under a direct flame 2. blanch b. shred into very small pieces, using a rough metal tool 3. braise c. decorate 4. caramelize d. cook in oil or fat in a shallow pan 5. carve e. pass food through a machine which reduces it to powder 6. chill or pulp 7. cream f. reduce fruit/vegetables, etc. to liquid 8. deep-fry g. fry in a little fat at a lower temperature 9. dice h. cook over a fire or in an oven with oil or fat 10. flambé i. cook eggs (without their shells) or fish in gently boiling 11. flavor water English for Tourism page 47
48. 12. fricassee j. cook in an oven 13. fry k. stew meat (usually chicken) with vegetables in a little 14. garnish water, which is then used to make a rich white sauce 15. grate l. half-cook in boiling water 16. grill m. cut meat and poultry up at the table or in the kitchen for 17. grind service to the table 18. liquidize n. heat sugar until it becomes brown 19. marinade o. cook (meat or vegetables) in a covered pot with very 20. parboil little liquid 21. roast p. cook for a short time in boiling water 22. sauté q. make cold 23. slice r. mix ingredients together until they form a smooth 24. steam mixture 25. stuff s. add spices and seasoning 26. poach t. pour brandy or other alcohol over food and set it alight u. cut food into small cubes v. cook food in a deep pan of boiling oil or fat w. cut into large, thin pieces x. cook over a pan of boiling water by allowing the steam to pass through holes in a container with food in it y. put breadcrumbs, chopped meat, etc. inside meat or vegetables and cook and serve them together z. leave a mixture of, for example, wine and herbs for some time before cooking 3. French in English A lot of words come from other languages, especially French in the language of restaurant. Complete these sentences using the words provided. French words and phrases a la mode cordon bleu plat du jour a la carte de luxe plongeur bouquet garni digestif sauté brut en pension soupcon chambre hors-d'oeuvre table d'hote chateau maitre d'hotel traiteur chef de cuisine nouvelle cuisine vinaigrette a. I like champagne, but this one is rather sweet for me. I prefer ___. b. I'm glad you enjoyed the meal. Would you like a ___? c. Here's the menu. We also have a ___ which is mackerel in white wine with spring onions. d. My first job in the kitchen was as a ___. Nowadays we have a dishwashing machine. e. We serve the salad with a simple ___. f. I usually have the set menu, but this is a special occasion. Let's go ___. g. I love apple pie ___ - it's the combination of hot and cold that I find irresistible. h. This is an excellent red, bottled on the ___. i. The restaurant has improved enormously since Larry Duval became the ___. English for Tourism page 48
49. j. We're investing a lot of money to create a restaurant which offers a genuinely ___ service. k. Add some ground chili, but not too much. Just a ___. l. Red wine should normally be served ___. m. If you want to have dinner in the hotel, we have special ___ price which is very economical. n. We ___ the mushrooms in butter with garlic and black pepper. o. A real ___ chef can make very good money in London. p. There's the ___ which is a set price of $18.90 for three courses. q. They complained to the ___ about the service they had received. r. We use a ___ to flavor the soup. s. I'm not crazy about ___ - I'm usually still hungry after I finish dinner. t. While we were looking at the menu, we were served Atlantic prawns with mayonnaise and an endive salad as an ___. u. Almost everything is prepared in our own kitchen except that we use a ___ for patisserie. English for Tourism page 49
50. SECTION 2 READING 1. Pre-reading Discuss the questions with your friends. a. What kinds of food should be included in a menu? In what order? b. How many kinds of menu do you know? What are they? c. How is a menu formatted? d. What are the basic rules for organizing a menu? 2. Reading THE MENU Offering the right varieties, combinations, and preparations of foods is a basic requirement for a restaurant's commercial success, but what will work for each restaurant differs from case to case. The reading selection below gives you a basic insight of a menu composition. The Classical Menu Structure A successful menu depends upon composition-the right combination of foods, prepared perfectly. So claimed Antonin Careme (1784-1833), the French chef who is considered the founder of classical cuisine. A table d'hote or a part menu is a predetermined succession of courses, offered at a set price. Today the a la carte menu, from which guests choose from a variety of courses and foods at different prices, is also popular. The classical French menu contains thirteen courses. Today, a menu of this size is hardly ever offered. But even today's shorter menus follow the structure of the classical French menus as far as succession of courses is concerned. They always start with something light to stimulate the appetite, build up to the main course, and then become lighter toward the end of the meal. The Thirteen Courses of the Classic Menu for French Cuisine Course English Example 1. Cold appetizer Melon with port 2. Soup Consomme brunoise 3. Hot appetizer Morels on toast 4. Fish Fillet of sole Joinville 5. Main course Saddle of Iamb 6. Intermediate course Sweetbreads with apparagus 7. Sorbet Champagne sorbet 8. Roast with salad Guinea hen stuffed with goose liver, 9. Cold roast Gameld terrine 10. Vegetable Braised lettuce with peas 11. Sweet Charlotte russe 12. Savory Cheese fritter 13. Dessert Jellied fruit English for Tourism page 50
51. Short Menus The following examples of five-course, four-course, and three-course menus illustrate that even today's short menus follow the same sequence based on the classical thirteen- course French menu. The individual courses, however, have been merged in many cases. The original main course consisted of an entire, uncarved poultry, meat, or game animal - a whole prime rib of beef, for example. Today the entree has merged with the main course. The vegetable, at one time a separate course, today is served as a side dish with the main course. Cold appetizers are always served before the soup. Hot appetizers are served after the soup. 4-course Menu Course Examples Cold appetizer Melon with port Soup - Warm appetizer Fillet of sole Joinville Steamed rice Main course Chicken breast with truffles Steamed rice Braised lettuce with bacon Dessert Hazelnut cream 4-course Menu Course Examples Cold appetizer - Soup Consomme with marrow Warm appetizer Gnocchi, Parisian style Main course Roast Pheasant Williamspotatoes Red cabbage with chestnuts Dessert Peach Melba The Menu Format In many cases, especially in restaurants serving haute cuisine, the a part or table d'hote menu is beautifully handwritten to emphasize the traditional character of the restaurant. In less fancy restaurants, a modern variant that is similar but simpler is often used: the blackboard, on which are written recommendations concerning the day's specialties. In general, however, the table d'hote or a part menu, which changes daily or cyclically, is prepared in-house (on a typewriter or computer) and duplicated as necessary. A separate menu listing the daily specials might also be prepared. In many restaurants the table d'hotel or a part menu and the daily specials contain only a fraction of what is offered. Often an a la carte menu, from which the guests can select an array of dishes that are always available, is also provided. If an a la carte menu is offered, the other menus are inserted in or clipped to its folder. The daily menus may also be placed at every seat, but in most establishments they are offered by the service staff along with the regular a la carte menu. Basic Principles for Organizing a Menu English for Tourism page 51
52. Cold and warm dishes are listed separately. Appetizers, soups, seafood, and main courses are listed in separate groups. In every group the lighter dishes are listed before the richer ones. Salads should be highlighted. If offered, low-calorie foods should be specially indicated, and the number of calories should be provided. Every dish should be described clearly and simply, in an appetizing way, without being too flowery. House specialties and seasonal items should correspond to the season and should change accordingly. Use a clip-on menu or special insert to attract attention to them. The dessert selection should be listed on a separate attractive card. The menu should inform the guests that such a card is available. The numbering of menu items can save time and confusion, especially with many of the new computerized cash registers. Numbering, however, discourages communication between guests and the service staff and thus does not help promote sales. For an easy compromise, place one numbered menu at the register or where orders are relayed to the kitchen so you can punch in the guest's order by number; the guest, however, orders the actual foods with words, not numbers. Decide whether the following statements are true (T) or false (F). a. ___ Antonin Careme was the first to design the short menu. b. ___ Game is the cold course in the traditional menu. c. ___ Soup is sometimes absent from the modern short menu. d. ___ Vegetable used to be served separately in the thirteen-course menu. e. ___ Customers are served a cold appetizer after the soup. f. ___ Customers can choose different dishes from a table d'hotel menu. g. ___ Light courses are often presented before rich ones in a menu. h. ___ Depending on different seasons, restaurant menus may present a variety of dessert. i. ___ Menu items are often numbered only when the restaurant has a cash register. j. ___ The communication problem with menu numbering is that customers order foods and drinks while the waiter/waitress has to note down the number. 3. Vocabulary Fill in the blanks with NO MORE THAN three words taken from the text. A successful menu is composed with a right combination of foods which are well- ___.The ___, which is rarely ___, has around 13 courses. Instead, many restaurants nowadays offer ___ with ___ or five dishes in the structures of the classical ones. They often commence with some ___ foods and recess with something even ___ at the end. Customers can also ___ individual courses at their expectations when having a short menu. The order of the food served is not strictly maintained. English for Tourism page 52
53. A menu can be ___, sometimes on a ___ to place a strong emphasis on the special feature of the restaurant. The ___ is mostly typed to show the day's specialities. Customers can also find it convenient to choose foods by looking at ___ available at their tables. 4. Speaking Discuss the questions with your friends. a. According to you, what other factors constitute a successful menu? b. Compare the thirteen-course menu with any menu that you know. c. If you were going to run a restaurant, what elements would you include in the menu? English for Tourism page 53
54. SECTION 3 DO YOU REMEMBER? 1. What structures do you use to describe foods to customers? English for Tourism page 54
55. Unit 8 During the meal SECTION 1 LANGUAGE FOCUS 1. Structures Commenting (Yes) This soup, stew is really delicious, steak excellent bread, fish tender melon fresh juicy, sweet (Yes) These mushrooms are really delicious These rolls, shrimps fresh grapes juicy, sweet I’m really/I sure am enjoying this soup/these rolls (No) This soup, stew is awful, disgusting, revolting, steak is burnt, underdone, overdone, bread tough fish stale, dry, old milk off, not fresh off, sour bitter tasteless overcooked, undercooked too salty/spicy/peppery/sweet not spicy/sweet/ enough These mushrooms are awful etc. (as above) Responses I’m very sorry, Sir/Madam. Shall I take it/them away? Would you like to order something else? I’ll bring you another /some other English for Tourism page 55
56. PRACTICE 1. Work in groups of three. Take turns to be A (the waiter or waitress) and B and C (two customers). Write out a menu, or use an available menu (such as the one from Saigon Palace), and imagine that the meal is in progress. Practice these exchanges: A B and C A (a) Is everything all right, Sir/Madam? Ask for something (b) Would you like OR Respond Say you want something some/a to go with appropriately OR your Express your enjoyment (c) Would you like OR more/another ? Complain 2. Work in groups of three or four. One of you is a waiter/waitress, and the others are customers. Imagine that you are having dinner at Saigon Palace Restaurant. Act out a conversation between the waiter/waitress and the customers during the meal. 2. Vocabulary Match the items and activities in the chart with the right number in the picture opposite. Number 5 to carve to flambé to fillet a silver flat a vegetable dish a sauce boat a soup tureen a trolley a service counter a sideboard a hotplate A customer who is enjoying a dish could use the words in column 1. Find words in column 2 which mean approximately the opposite. For example: (a) – 3. Column 1 Column 2 (a) delicious; excellent 1. sour (b) tasty 2. dry (c) juicy 3. awful, horrible, ghastly, revolting, (d) fresh terrible (e) tender (meat) 4. stale, old, off (f) sweet (fruit) 5. tasteless 6. tough English for Tourism page 56
57. SECTION 3 READING 1. Pre-reading Discuss the answers to the following questions. a. What should a waiter/waitress do when serving customers? What shouldn't he/she do? b. How is he/she supposed to carry plates, glassware and utensils when serving guests? c. What are some rules for service at the guest table? 2. Reading SERVICE RULES Service Rules Every profession has rules, more or less. Table service has more. There are personal rules dealing with you as an individual and rules for working directly with guests. This should not scare you - in fact, the rules should make you feel more secure. All these rules are based on common sense and are designed to make your work easier. Personal Rules Gum chewing and smoking during working hours are forbidden. A noisy service station is a sign that the service personnel are neglecting their main task, which is creating a relaxing environment in which guests can enjoy their meals. All utensils should be handled carefully and silently, and orders should be called calmly, so that even during your busiest time, the atmosphere will not become hectic. Collisions with colleagues are easily avoided if you obey the following two rules: 1. Never stop abruptly. 2. In a restaurant, as on the road, there is right-hand traffic. Always keep to the right. Always move forward, never backward. You will soon learn that service is much easier this way. Moreover, you will appear more graceful and elegant. Wasted motions mean more work, and they are signs of inattentiveness. Always think about what you are doing and plan ahead-make every move count. If you need a hand towel, carry it, neatly folded, over your left forearm. Carrying Plates, Glassware, Flatware, and Other Utensils During service the right and left hands have distinct functions. The left hand carries while the right hand works. Flatware, glasses, cups, and the like are always carried on a tray, never in your hands. For safety and to prevent clattering, this tray should always be covered with a paper or cloth napkin. When bringing platters to the side table or guest table, always carry them with both hands. The hand towel should be draped lengthwise over the cloche so you can hold the platter on both ends. If several plates or serving dishes are carried at the same time, place them on the towel so they will not English for Tourism page 57
58. slide. Serving bowls and sauce boats are always placed on a small plate with a paper doily. The Carrying of Plates A Stack of Plates A stack of plates is always carried with both hands. Wrap your hand towel around the plates so that you do not touch the plates with your bare hands. Do not hold the plates against your body. One Plate Always hold a plate between the thumb and index finger. Your thumb should be flat on the rim of the plate, pointing toward the rim, never into the plate. Hold the first plate between the thumb and index finger. The index finger is placed slightly behind the lower rim. Slide the second plate against the index finger and support it with the other fingers from beneath. Two Plates, Held from Above The first plate is held with the thumb and index finger. With that hand turned slightly upward, balance the second plate on the lower forearm and the ball of the thumb. Support the upper plate with the other fingers. The Clearing of Plates The basic technique is the same as carrying two plates from above. After picking up the first plate, arrange the flatware on it. The handle of the first fork is under your thumb; this will secure the remaining flatware. Then slide the knife in at a right angle under the fork. Now pick up the second plate with the flatware, and place the flatware on the first plate, fork beneath the thumb and knife below. The remaining plates are stacked on the second plate, while the flatware is arranged on the first plate. In an elegant service no more than four plates are cleared at once. Small food remnants on the plates can be pushed to the lower plate; be sure to turn away from the guest when doing this. When the plates contain a lot of leftovers, they must be scraped away from the table. Clear only two plates at a time and sort in the waiters' pantry. Rules for Service at the Guest Table Women are usually served first. If it is an honorary dinner, of course, the guest of honor is served first. Otherwise, age and status of the guest determine the sequence, with older or more distinguished guests served first. The host is always served after his or her guests. When children are present at the table, serve them as quickly as possible to maintain peace. Decide whether the following statements are true (T) or false (F). a. ___ These rules make employees more secure when delivering their services. b. ___Noisy employees create a relaxing environment where guests are enjoying their meals. c. ___ When delivering service employees have to use both the right and left hands for the same purpose such as carrying plates or cleaning leftovers. English for Tourism page 58
59. d. ___There must be paper or a napkin on a tray in order to prevent clattering from plates and glassware. e. ___ Waiters/Waitresses can use their fingers to touch plates if they always bring a towel with them. f. ___When holding a plate, waiters/waitress must place their thumbs on the rim of the plate and never put it into the middle of it. g. ___When there are leftovers on a plate, waiters/waitresses must let them sit there until customers ask them to clean. h. ___ Children should be served quickly because they may cause a fight if served late. 3. Vocabulary Fill in the blanks with NO MORE THAN three words taken from the text. Table service rules deal with both ___ practices and rules that employees have to take into account when working with ___. Despite appearing quite scary to some newly trained employees, these rules help service workers work more effectively and ___. The first rule, which is about ___, emphasizes the attention employees are supposed to pay to when serving customers. They are required to ___ what they intend to do with their ___. The ___ and ___ hand rule is recommended while they are ___ plates, glassware and utensils. Employees are requested to handle everything with their ___, especially with their thumb and ___. ___ are served first if it is an honorary occasion. The other factors such as ___ and ___ are also considered at the guest table. 4. Speaking Now discuss the following questions with your friends. a. What are other useful rules that you can add to the text? b. Do these rules make you feel more secure or less confident to deliver service at the guest table? c. Have you ever observed these rules being applied in a Vietnamese restaurant? Comment on your experience. English for Tourism page 59
60. SECTION 3 DO YOU REMEMBER? 1. What may customers say to comment? How do you response? English for Tourism page 60
61. Unit 9 HOTEL RESERVATIONS Section 1 LANGUAGE FOCUS 1. Structures Expressing the location The hotel is The hotel is situated The hotel is located The hotel is found Expressions of location: near ex: near the Mekong River opposite from ex: only 5 minutes from the airport in ex: in the heart of the city (right) in the heart of in the center of on the bank of centrally located in on the edge of ex: on the edge of town along ex: along the highway beside beside the road (directions) of ex: 20 kilometers north of Paris (other locations), ex: It's on the edge of town, overlooking overlooking the beach. English for Tourism page 61
62. PRACTICE Describe the locations of some of the hotels in Cantho City. Ex: The Asia Hotel The Asia Hotel is centrally located in Cantho City, near the ferry to the Xom Chai Islet. ♦ The Hoa Binh Hotel ♦ The International Hotel ♦ The Ninh Kieu Hotel ♦ The Phuong Dong Hotel ♦ The SaigonCantho Hotel ♦ The Tay Do Hotel ♦ The Victoria Hotel Identifying hotel types for the guest (A hotel type) would be suitable for (someone). Ex: A low-end hotel would be suitable for a group of students. Selecting room types for the guest (A room type) would be nice for (someone). Ex: A twin room would be nice for Joan and Sue. Taking hotel reservations would that be ? Ex: How many nights would that be for? Expressions of reservations What language does the receptionist use when he/she does these things? Find out what type of room the guest needs? Find out when the guest wants the room? Find out how long the guest plans to stay? Offer a room? Say the room rate? Find out the guest's name, telephone number? Finish the conversation politely? Confirm the reservation? English for Tourism page 62
63. PRACTICE Read the conversations. The parts are not in the right order. 1. Write G on the lines where the GUEST is speaking. 2. Write R on the lines where the RECEPTIONIST is speaking. 3. Number the brackets to show the correct order of the parts. 4. Act out the conversations with your partner. CONVERSATION 1 ___: The fifth of April. Would that be a single room, sir? ( ___ ) ___: We can give you a no-smoking single room at $150 including service and breakfast. Would that be suitable? ( ___ ) ___: That's fine then Mr. Blane. I've made your reservation. ( __ ) ___: Hello, my name is John Blane. I'd like to reserve a room for the fifth of April, please. ( ___ ) ___: Yes, a single room, for no-smokers if possible, one night only. ( ___ ) ___: Yes, that sounds fine. ( ___ ) CONVERSATION 2 ___: The name is King, Conrad King. ( ___ ) ___: For next week, the fifth of September. ( ___ ) ___: Em two nights. ( ___ ) ___: When would that be for, sir? ( ___ ) ___: Well, that would be fine. ( ___ ) ___: And the name is? ( ___ ) ___: That would be OK. But how much is it? ( ___ ) ___: And how many nights? ( ___ ) ___: I'd like a room for myself, my wife and my young son, please. ( ___ ) ___: Two nights. Let me see. There's no triple room available then, but I can give you a twin room and put an extra bed in it. (___ ) ___: The rate would be $90 a night for the room. That doesn't include meals. ( ___ ) ___: Very good Mr. King. We look forward to seeing you and your family on the fifth of September. ( ___ ) 2. Vocabulary Hotel types Match the names of hotel types with their definitions. A commercial hotel An airport hotel A tourist hotel A motel A middle-range hotel A guesthouse A low-end hotel A luxury hotel English for Tourism page 63
64. Hotel types Definitions The highest standard of hotel with very good services, facilities, decorations, friendly staff, and expensive. A hotel, which has the essential facilities and is cheaper than a luxury hotel. A hotel located at or near the airport for passengers of transit flights. A good hotel with modern facilities for business and good security for businessmen. It is usually in the business center. A hotel with a place for cars or motorcycles. It is located close to highways but doesn’t have a lot of facilities. A private house often run by a family. It is small and usually has a few rooms. There is a very nice or cozy atmosphere there. A hotel where the tourists can stay on their holidays or trips with good entertainment. There are fewer facilities in a tourist hotel than a luxury hotel, but it has good value. A very cheap hotel with limited facilities What kind of hotel would be suitable for the following people? The guest Hotel types Mr. Brown, "I'm driving to San Francisco. I need somewhere to stay for the night?" Mrs. Houston, "I'm flying to Hong Kong early tomorrow morning." Mr. Rousseau, "I'm spending three nights in Arcadia. I want to stay in the best hotel in the city." Jack, "I haven't got much money, but I want to stay in the best hotel possible." Joan and Sue, "We are students so we aren't very rich. We need somewhere to stay during our trip." Mr. Kaplan, "I'm going for a week's holiday in the Mediterranean. I want a hotel with its own beach and plenty of entertainment." Miss. Hoa, "I'm here on business. I need a hotel in the commercial district of the city." The Johnsons, "We want to live in a house with a nice family atmosphere. However, we haven't got a lot of money." Room Types Match the names of room types with their definitions. English for Tourism page 64
65. Double room Twin room Four-bed room Single room Triple room Quad Suite Kinds of room Definitions A room for one person with one bed A room for two persons with one big bed designed for two A room for two persons with two separate single beds A room for three persons with three beds A room for four persons with four beds A room for four persons with two double beds A series of connected rooms used as a unit What kind of room would be suitable for the following people? There may be more than one type that suits their requirements. The guest Kinds of room Mr. and Mrs. Johnson. The Smiths (the parents, one boy, and one girl) Hoa and Chi (the friends) Mr. Rousseau A group of three students A group of four people (the friends) Reservation documents 1. What documents does the receptionist need during reservation procedure? ; the room chart ; the reservation form What are these documents for?Write a brief explanation for the purpose of the use of each item above. The room chart: ___ ___ The reservation form: ___ ___ English for Tourism page 65
66. 2. You'll hear a guest booking accommodation on the phone. Listen and note down his requirements on the room chart. Room 101 102 103 104 105 description twin beds single bed double bed twin beds double bed bath shower shower bath shower balcony balcony Room price $92 $65 $85 $88 $90 Sunday May 1 Monday May 2 Tuesday May 3 Wednesday May 4 Thursday May 5 Friday May 6 Saturday May 7 Sunday May 8 All prices include continental breakfast. For half board add $20 per person. For full board add $40 per person 3. Work with your partner using the role cards in order to take hotel reservations. Take turns to be a guest and a receptionist of the Continental Hotel. English for Tourism page 66
67. SECTION 2 READING 1. Pre-reading Discuss the following questions. 1. Why are guest reservations important to travellers and lodging establishments? 2. What does the hotel need to manage guest reservations? 3. How many types of reservation systems? 4. What are the sources of reservation? 5. Besides reservation systems, what does the hotel also need to do? 2. Reading HOTEL RESERVATIONS The importance of guest reservations to travelers and lodging establishments Making reservations is necessity for travelers and an important marketing tool for lodging establishments. A reservation system must ensure efficient means of accessing, processing, and confirming information. Without an efficient reservation system, all aspects of managing a hotel will be negatively affected. This not only decreases the hope of repeat business, but also ensures that the dissatisfied customer will tell others of the negative experience. The importance of a reservation system A well-organized reservation system allows hotels to ensure a steady flow of guest into their properties. Hotel chains offer their members the ability to fill 30% or more of available rooms on a nightly basis. Independent hoteliers have the onerous responsibility of creating exciting marketing programs to capture room business. Easy access to a hotel’s data bank of rooms helps to fulfill the customers’ needs, as well as in reaching a targeted daily occupancy rate and average daily rate. A reservation system represents the primary means of producing positive cash flow and favorable income statement. Types of reservation systems The franchisee is a hotel owner who has access to a national reservation system and receives the benefits of the corporation’s management expertise, financial backing, national advertising, and group purchasing. A franchise member of a reservation system or a member of a referral system gains significant advantages from combined efforts of interhotel property referrals, a system of one member-property recommending another member-property to a guest, and national advertising. A referral member of a reservation referral system is a hotel developer/owner who has access to the national reservation system. Hotels that are members of the reservation system are more than able to justify these costs: for example, a chain property may obtain 15 – 30% of its daily room rentals from the national reservation system. This depends on local economic and market conditions. Compared to the costs incurred by an independent property that must generate every single room sale with individual marketing and sale efforts, franchise referral costs seems minimal. English for Tourism page 67
68. Sources of reservations Corporate clients Group travelers Pleasure travelers Current guests Besides, hotels also need to forecast reservations, manage the overbooking, and process guest reservations. Major Reservation Systems Hotel Reservation system Holiday Inn Holidex 2000 Choice Hotels International Choice 2001 Intercontinental Hotels Global II Hospitality International Reservahost Marriott International MARSHA III Travelodge Fortress II Generally, reservations ensure that corporate, group, and pleasure travelers will have accommodations at their destination and provide the hotel with a steady flow of business. Determining the sources of these reservations assists the front office manager in developing procedures to satisfy the needs of the guest. The traveler can use various means to make reservations, such as toll-free telephone numbers, fax numbers, and the Internet. The room forecast is used to communicate occupancy status to other departments in the hotel. Overbooking, used to balance no-shows and understays, can be carefully structured using the occupancy management formula. Computerized reservations systems also help FO managers to manage guest information database, dates of arrival, length of stay, etc. confirmed and guaranteed reservations assure the guest of accommodations on arrival, with various degrees of assurance based on time of arrival and willingness to prepay. These levels of assurance also affect the financial success of the hotel. Some lodging properties continue to process reservations using traditional, non-computerized system. All elements combine to provide means of access for the guest and a technique for marketing rooms for the hotel. The front office manager is responsible for providing this service to the guest. From Hotel Front Office Management (1996) Decide whether the following statements True or False a Making reservations is one of the ways to market the hotel industry. b A reservation system is used to affect negatively all aspects of managing a hotel. c An efficient reservation system will enhance business and ensure to satisfy the guest. d A well-organized reservation system helps to obtain higher room rate and increase the income. e Reservation sources are various, from corporate clients to current guests. English for Tourism page 68
69. 3. Vocabulary Match the different types of guests to their definitions. Corporate clients Current guests Group travelers Guests with confirmed reservations Guests with Guaranteed reservations Pleasure travelers Stayovers Understays Walk-in guests The Guest Definitions Guests without reservations, a welcome sector of the hotel market, usually increasing in heavy tourist seasons, special tourist events, conventions, and the like. Guests who arrive on time but decide to leave before their predicted date of departure. Currently registered guests who wish to extend their stay beyond the time for which they made reservations. Prospective guests who have made a contract with the hotel for a guest room, represent a less volatile group because the guest provides a credit card number to hold a room reservation. Prospective guests who have a reversation for accommodations that is honored until specified time, represent the critical element in no-shows. After that time, the hotel is under no obligation to hold a reservation. Guests who are registered in the hotel. Guests who travel alone or with others to visit points of interests or relatives, or for other personal reasons. These travelers, who are often unrestricted by dealines or schedules, are more flexible in their travel plans. Guests who are traveling as a group either for business or for pleasure. Convention guests and seminar attendees are examples of groups that travel on business. Participants in organized tours tend to pursue recreation, education, and hobbies, and special interests constitute some of the pleasure segment. Guests who are employed by a business or are guests of that business. English for Tourism page 69
70. SECTION 3 DO YOU REMEMBER? 1. What are the documents used in taking reservations? 2. In order to ask questions politely, what structures does the receptionist usually use? 3. Explain the important role of making reservations in the hotel management. 4. Joke down different types of guests contributing to endure the stable flow of guest into lodging establishments. English for Tourism page 70
71. Unit 10 HOTEL CHECK-IN SECTION 1 LANGUAGE FOCUS 1. Structure Making polite requests or suggestions to the guest If you'd (just) like If I could just ask you to Note The if-clause can stand on its own: Ex: If you'd like to fill in this form. (This is enough as a request) But it can also be followed by a clause with WILL: Ex: If you'd like to fill in this form, I'll give you the key. Responding to requests by guests Yes, of course. Yes indeed. Certainly. No problem. Expressions of check-in - Phrases when the guest checks in What was the name, please? Ah, yes One moment, please. Just a moment, please. Just a moment till I find it. Here we are. I've got it here. That's fine. I've put you in Room (234). It's on the (2nd) floor. The porter will take you up to your room. I'll get the porter to take your luggage up for you. - Questions to help to fill in the forms Can I have your ? How do you spell that? And your ? English for Tourism page 71
72. Can you tell me your ? Where are you going after this? How are you going to pay? - Some headings on the check-in forms Surname Family name First name (Forenames, prenames) Occupation Nationality Place of birth Next destination Method of payment Occupants (of a room) PRACTICE 1. Here are some inquiries and answers you could hear at the time of check-in. Match the parts of the receptionist’s answers. Match the answers of the receptionist with the inquiries of the guest. The first one is done for you. RECEPTIONIST A. Certainly. If you'd like to give me aa. you can get a light meal. your passport, bb. he’ll take you up. B. Yes. If you'd like to fill in this card, cc. I can fill in some of the C. No problem. If you'd like to hang a details. "DO NOT DISTURB" card on your dd. she won't knock on your door. door handle, ee. it will tell you all about our D. Yes indeed. If you'd like to go to the services. coffee shop, ff. I'll give you the key to the E. Yes. If you'd like to fill in a request room. to room service, gg. they can serve your breakfast F. Yes, of course. If you'd like to follow in your room at any time. the porter, hh. the Duty Receptionist will G. Certainly. If you'd like to write the give you a call. time on this slip, H. Yes. If you'd like to look at this leaflet, A cc B C D E F G H English for Tourism page 72
73. GUEST 1. Can I go up to the room now? 2. Can I check in now? 3. Can you give me information about hotel services? 4. Can you give me a wake-up call in the morning? 5. Can I get a snack before I go up to the room? 6. Can you fill in the registration form for me? I have to make a phone call . A cc 7. Can you tell the room maid not to clean the room in the morning? I want to sleep late. 8. Can I get an early breakfast? I have to catch a plane at 6.30. 2. Read the conversations. The parts are not in the correct order. (1). Which parts are spoken by the guest? Mark the parts with a "G". (2). Which parts are spoken by the receptionist? Mark the parts with an "R". (3). Write numbers on the lines. (4). Then act out the conversations with a partner. CONVERSATION 1 ___: That's fine. Here's the key – room 207, on the second floor. If you would just fill in this form, the porter will take your luggage up to the room. (__) ___: Good morning madam. May I help you? (__) ___: Yes. I'd like to check in. (__) ___: Yes, I made a reservation by telephone. The name is Lepage – Lilianne Lepage. I made a reservation for myself and my sister. (__) ___: That's right. (__) ___: Ah yes. One moment. I've got it here. Lepage. A twin room. (__) ___: Do you have a reservation? (__) CONVERSATION 2 ___: Er the name is Schultz. I have a reservation. (__) ___: Yes, a single room, with bathroom. (__) ___: Yes of course. I'll get the porters to take it up for you. (__) ___: Right. Just a moment till I find it. Yes here we are Mr. Schultz, single room. (__) ___: O.K. now, we've put you in Room 403, which is on the fourth floor, overlooking the hotel gardens. The rate is $100. (__) ___: Can I help you sir? (__) ___: Well, that sounds fine. (__) ___: O.K. I'll do that. By the way, I've got some heavy luggage in the car. Can you get someone to help me with it? (__) ___: Good. And before you go up, if I could ask you to fill in the registration card. (__) English for Tourism page 73
74. 3. Work in pairs. Take turn to be the receptionist and the guest. Ask for and give personal information for the registration card. English for Tourism page 74
75. SECTION 2 READING 1. Pre-reading Discuss the following questions. 1. When does the check-in take place? 2. What is the role of the check-in in the hotel business? 3. What is the important information needed in the check-in? 4. What departments in the hotel are needed to corporate with the front office? 5. What is the most improtant factor to make the check-in service impressive to the guest? 2. Reading: GUEST REGISTRATION One of the first opportunities for face-to-face contact with a hotel occurs when the guest registers. At this time, all the marketing efforts and computerized reservation systems should come together. Will the guest receive what has been advertised and promised? The front desk clerk who is well trained in the registraton process must be able to portray the hotel in a positive manner. This good first impression will help ensure an enjoyable visit. The first step in the guest registration process begins with capturing guest data such as name, address, zip code, length of stay, company affiliation, etc., which are needed during his or her stay and after departure. Various departments in the hotel require this information to provide service to the guest. The registration process continues with the extension of credit, room selection, room rate application, opportunity to sell hotel services, room key assignment, and folio processing. Continually efficient performance of the registration process is essential to ensuring hospitality for all guests and profitability for the hotel. Lisa Rickman is front office manager of the Westin Crown Center, Kansas City, Missouri. She has held the positions as front office agent, night auditor, night supervisor, relief night manager, night manager, and assistant day manager. Ms. Rickman says that the first contact any guest receives is very critical to their overall stay. If a guest receives a warm reception from the beginning experience on the front drive, followed by a smooth and friendly check-in, more than likely the overall stay will be memorable and pleasant. The result of this encounter will be positive, free publicity from this guest and a loyal repeat customer. She states that employee training in conflict resolution and customer service is important to ensure that the first guest contact experience is positive. Feedback from guests is also an important part of providing quality guest services. Corporate guest surveys can yield information on specific areas as well as overall stay satisfaction. In-house guest surveys provide more immediate feedback from guests and highlight areas for improvement. Telephone surveys are used to provide information on guest satisfaction. English for Tourism page 75
76. Ms. Rickman feels that customer service issues are very critical to the overall business. Each person who checks in will tell two people who will also tell two people. One of the most important elements of a guest’s stay is the service received in the first ten minutes of arrival. (from Hotel Front Office Management) 1. Decide whether the following statements true or false. a When the guest registers, only the front office deals with the registration process. b The staff at the reception needs good training to offer impressive services at the first meeting. c All the guest data was already recorded when the guest made the reservation. d The hospitality for all guests and profitability for the hotel are guaranteed with the efficient registration process. e The hotel needs to make surveys to get the feedback from the guests to ensure quality guest services. 2. Number the following steps in the correct order. Guest registration procedures Front desk clerk assigns room rate. Front desk clerk discusses sales opportunities for hotel products and services with guest. Front desk clerk makes room selection. Front desk clerk processes folio. Front desk clerk provides room key. Front desk clerk inquires about guest reservation. Front desk clerk makes room assignment. Front desk clerk projects hospitality toward the guest. Front desk clerk reviews completeness of registration card. Front desk clerk verifies credit. Guest completes registration card. Guest requests to check into the hotel. English for Tourism page 76
77. SECTION 3 DO YOU REMEMBER? 1. What do you need when the guest asks for the check-in? 2. Why is the registration process so important? 3. What are the steps in the registration procedures? 4. Who involves in the registration process? 5. After the guest checks in, does the front desk office complete his/her duties? English for Tourism page 77
78. Unit 11 HOTEL CHECKOUT SECTION 1 LANGUAGE FOCUS 1. Structures Dealing with the checkout Politely expressing requests Would you please? Ex: Would you sign here please? Expressions to learn How are you paying? Service and tax are included. Would you sign here, please? Your signature here, please. Here’s your receipt. Do you have some form of identification? Don’t worry sir. I’ll stamp it. PRACTICE 1. Read the conversation at the cashier’s office. The parts are not in the correct order. Which parts are spoken by the guest? Mark the parts with a "G". Which parts are spoken by the cashier? Mark the parts with an "C". Write numbers on the lines. Then act out the conversation with a partner. ___: Ah, so service is included. Don’t you go in for tipping then in Finland? ___: Certainly sir. It’s Mr. Arkwright isn’t it? ___: Certainly sir. May I have the card please? ___: Good morning sir. Can I help you? ___: Here you are. ___: I’d like to settle my bill. ___: Just a moment sir Here we are. Four nights at 93 marks, and here are the meals that you had at the hotel. That makes a total of 665 marks. ___: Not very much sir. ___: Right. Now can I pay by Eurocard? ___: That’s right. I’m leaving today, so I’d like to have my bill. ___: That’s the twelve and a half per cent service charge. ___: Um- what’s is this amount here? English for Tourism page 78
79. ___: Would you sign here please? 2. Listen to the tape and tick the table with details of the bill. St. James Hotel BILL RECORD CARD Bill No. 692 Name of guest Adams Cash Service incl. Credit card VAT Cheques Receipt Bankers card Cashier PMS Dealing with the bill payment - Explaining the bill: (Item number ) is (money) for Ex: Item six is 15 marks for the garage. - Expressions to learn The first number is your room number 222 That comes to 258 marks altoggether. The second entry here is the restaurant. Item 9 is a mistake. I’m afraid I can’t make it any less for you. English for Tourism page 79