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Look at how we talk about things that we have already decided:

► I'm going to have the fondue. It's delicious here.

Look at how we make decisions at the moment of speaking:

► In that case, I'll have the pork medallions.

In the following exercise, put the verb into the correct form using either will or going to.


"What would you like, tea or coffee?' 'Oh, I'll have coffee, please.'

a 'Have you written that letter yet?' 'Oh, no - 1 forgot. I (do) it now.'

b 'I've decided to buy a new car.' 'Oh, have you? What sort

___________ (you/buy)?'

c 'Has Susan got any plans, now she's finished college?' 'Oh, yes. She

___________ (look) for a job in hotel management.'

d 'I can't remember how to retrieve a customer's guest history on the

computer.' 'Oh, don't worry. It's quite easy. I _ __ (show)


e 'Have you finalized arrangements with that tour operator?' 'Yes, we
____________ (sign) the contract with them tomorrow.'

f 'I'm afraid there is no chicken tonight.' 'OK. We _ (have)

the beef.'

g 'We haven't got any more coffee.' 'Haven't we? OK, I (ask) someone to buy some more.'

Making requests

Look at the way the people in the restaurant asked for things:

► Can you bring us a bottle of water, please?

► Could you change mine, please?

► Could we possibly order, please?

► Do you think you could bring us the wine list, ... ?

Now ask similar questions using the verbs in brackets.

a You don't know the telephone number of a caller, (give)

b You didn't hear a customer's surname, (repeat)

c You don't know how to spell the name of a town, (spell)

d You want to know if there are any vegetarians in a group, (tell)

e You are not sure what time a guest is arriving, (confirm)

f You want to check how many people there are in a group, (tell)



5 Speaking 1 Complete the waiter's half of the dialogue, using the prompts in brackets.

Then act out die dialogue in pairs.

waiter: (Evening.) customer: Good evening. waiter: (Two?) customer: Yes, please. waiter: (Aperitif"?) customer: No, thanks. waiter: (Menu.) customer: Thanks.

waiter: (Order?)

customer: Well, I'm not quite sure what to have. waiter: (The veal?) customer: All right. I'll have that. waiter: (To start?) customer: Almond soup, please. waiter: (Wine?)

customer: Yes. A bottle of house white, please.

waiter: (All right?) customer: Yes, thanks. Delicious. waiter: (Dessert?)

customer: Hazelnut gateau for me, I think. waiter: (Coffee?)

customer: Yes, thanks. That would be nice.


2 Now use the waiter language and the menus to act out the conversations between the waiter and the guests in a hotel restaurant.


6 Reading

1 Where exactly in a horel would you see these notices and signs?






the management and staff are here to ensure that you have a pleasant stay

please coll reception if you have any further requirements.







We accept...






Dial 9

for an outside line













Please service my room


2 Read the following extract from the 'Welcome Information' notes placed in the rooms at the Forte Crest Hotel in Gloucester. Complete the gaps with these words:

advance, advisable, arrangements, attractions, available, hired, loan, pleased, programmes, returned, served, vacate

▼ Comments

The Duty Manager will be h

to hear any

suggestions, or to help with any problems or difficulties you may have.

▼ Dry cleaning and laundry

A laundry bag, list and tariff are in your dressing-
table drawer. All items placed with Reception by
9.00 am will be ?-------- the same day. This

service is not

at weekends.

▼ Departure

Please ?---------

day of departure.

▼ Dinner


your room by midday on the

▼ Entertainment

We hold current brochures for major local

1______ , and Reception will be pleased to

advise on local cinema and theatre •_

It is always

Served In the Berkeley Restaurant daily: Monday - Sunday 7.00 -10.00 pm (last orders).

to book to be sure of a

table. Reservations can be made through Reception.

Lale niglil plalters' are available, *-


your room if arriving after restaurant hours,
provided they are booked in ?___ at


▼ Games

A chess set, draughts and children's games, etc.
are available on ____ from Reception.

▼ Golf

There is an excellent 18-hole golf-course locally, at the Cotswold Hills Golf Club. Equipment can

be *l______ if necessary. Please contact

Reception who will make *? for you.



An electric iron and ironing-board are available on loan by contacting Reception.

May be ordered from Reception and will be delivered to your room In the morning.





Please contact Reception who will gladly book a taxi for you.



The switchboard has the facility to allow guests to listen into their children's room from any house phone. Please ring Reception for details.

The management cannot accept responsibility for guests' effects left on the premises, but a valuable item may be deposited for safe keeping against a receipt signed by the Manager or a member of the Reception staff. The receipt must be retained as it will be required as the authority for the item to be withdrawn from deposit.

▼ «L

Provided in a special folder in the dressing-table drawer.


7 Listening

Listen to these conversations between guests and Reception. Complete the notes below.









8 Writing

The receptionist has received the following messages in the last hour. Can you expand the notes into full sentences?


/. jinitfv 106 c

nc * Z et-s-H.


1 NUb K wn^ WO

6 a. %

^L'. Al \-ttmv/i msTiiA^kl. .t- . J. I



bim):fWM oMtuUybU jj-wUuj-


M-wajC-frv Otto Povt Lnnsy*?J jrvwl^t^ifri*^)



tmyj ( Z"tf J m<A^^thSr-r\.




Mr Smith in Room 106 would like a bottle of champagne and two glasses brought to his room as soon as possible.

9 Activity

One of che most important services for hotel guests is the food and drink service. In a large hotel this is organized in what is called 'the food and beverage cycle' and involves a considerable number of staff.

There are five sections to the cycle:







preparing   storing &

In small groups, match

1 head chef

2 storeman

3 wine waiter

4 receiving officer

5 commischef

6 head waiter

7 maitre d'

8 purchasing officer

9 chef de partie


10 bus boy

11 sous chef/under chef

12 waiter/waitress

the job titles below with the job descriptions.

a sets and clears the tables

b buys food and drinks, deals with suppliers

c welcomes the clients to the restaurant, deals

widt complaints d looks after one section of the kitchen e checks deliveries, arranges transfer to stores f cooks food and is training to be a chef g arranges staffs work in the dining-room h plans menus, trains and supervises kitchen


i serves customers, takes orders, brings food

j helps supervise kitchen staff

k looks after stock, gives it to various

deparrments 1 takes drinks orders, advises on wines

Now put the jobs into the relevant sections of the chart below. Food and Beverage Cycle

Purchasing Receiving Storing and Preparing Selling



10 Activity Four people, Jeff, Pierre, Susanna, and Helen, have ordered breakfast, but

their orders are jumbled. Can you work out who ordered what? Each person ordered three food items, and at least one drink.

Drinks Food items

Juice Hot drink 1 2 3


Pierre _________ ________ ________ ________ _____


Helen _________ ________ ________ ________ ________



a Jeff has ordered orange juice and coffee, b Helen wants croissants.

c Everyone wants orange juice except one person, who wants grapefruit juice and tea.

d Everybody wants either eggs or croissants, but nobody wants both, e One man and one woman have ordered eggs.

f The woman who wants fried eggs wants orange juice and no hot drink, g The man who is having coffee does not want croissants, h The man who wants croissants also wants orange juice and hot chocolate.

i Both croissant-eaters want butter, but only the woman wants jam. j The person with no hot drink has ordered sausages and mushrooms, k The person who wants fruit yoghurt does not drink coffee. 1 The person who wants scrambled eggs has also ordered toast and burrer.

11 Vocabulary

aperitif p. 57, alcoholic drink taken

before a meal baked p. 55, cooked by dry heat in an

oven, e.g. bread, cakes carved p. 55, cut (meat) coated in p. 55. covered in crisp p. 55. firm and fresh crunchy p. 55, fresh and crisp; making a

sharp sound when bitten into crust p. 55, hard outer surface current p. 59. in use at the moment deposited p. 59, given to sb to be kept in

a safe place dessert p. 56, sweet dish eaten as final

course in a meal dressing-table p. 59. bedroom table

with mirror and drawers, used especially

by women when they dress, make up,


equipment p. 59. thing(s) needed for a

particular purpose facility p. 59, ability folder p. 59, cover for holding loose

paper, etc.

garlic p. 54. small plant like an onion with

a strong taste and smell garnish p. 54, vegetable, herb, etc., used

to decorate a dish or add to its flavour herbs p. 55, plants whose leaves are used

for flavouring food juicy p. 55. containing a lot of juice and

being enjoyable to eat laundry p. 59, clothes, sheets, etc.. that

need to be washed; place where this is


liqueur p. 54. strong (usually sweet) alcoholic spirit, drunk in small quantities especially after a meal

pastry p. 54, mixture of flour, fat, and water, baked in an oven and used to cover pies, etc.

petrol p. 53, liquid used as fuel for cars

plasters p. 53, small pieces of fabric or plastic that can be stuck to the skin to cover a small wound or cut

platters p. 59. large flat dishes with a selection of food

retained p. 59, kept

roasted p. 54, cooked in an oven

seasonal p. 55. varying with the seasons

seasoned p. 54. flavoured

slices p. 54, thin, wide, flat pieces cut off an item of food

snails p. 54, small, slow-moving animals with a shell

spicy p. 54, flavoured with spice; strong-tasting because of high pepper or chilli content

starter p. 56, first course of a meal supervise p. 61, watch sb to make sure

they are doing their job properly switchboard p. 59, central telephone


tap p. 53, thing that controls the flow of

water in a bath, basin, etc. tariff p. 59, list of fixed charges tasty p. 55, having a strong and pleasant

flavour; appetizing vacate p. 58. leave valuable p. 59, worth a lot of money vegetarians p. 57. people who do not

eat meat

Money matters



1 Reading 1 What items would you expect to find on a hotel bill? Continue this list:

room charge (per night) meals

phone calls

Look at this example of a bill for a guest staying at the Royal York Hotel. Answer the questions which follow.

The Royal York Hotel

Station Road York

Y<>2 iiVA


Telex 57011.

Friv. {0904) 623503.


Page No: 1

Folio X..: f-> 182

Name: Mrs Town-series


Nationality: GB

Room: 504

Room Rare: 116.00 ID) Arrived: 7& October Departed: 28 October No. Persons: 3




Dcsmpiion Chaises

I lll.il


Lounge Bar Lounge Bar Ro3e Room Drink Rose Room Wine Rose Roon! Dinner Dinner Bed & Bfas Newspaperb: Paid 0 Dinner Bed & Bfasi Rose Room Wine

2. 6d 7 ,3& 3 .90


i.SO \ 'Kr
12.50 273.45


a How many people were staying?

b What was the room number?

c How many nights did they stay?

d What was the daily room rate, and what did this include?

e What was not included in the room rate?

f What extras did they buy?

g How did they pay?

2 Listening 1 Look at the list below, then listen to three dialogues involving money

which take place in a hotel. Each dialogue is about one ot the following situations. Write the number ol the dialogue by the situation you hear.

a □ paying the bill in the restaurant

b □ buying goods from a hotel shop

c □ checking in

d □ changing money

e □ checking out

f □ leaving a tip


2 In the dialogues, several questions are asked. Listen to the cassette again and complete the questions below.

Dialogue 1

a How would you like----------------- ?

b Could you just__________ here, please?

c How much do you__________ ?

Dialogue 2

d Would you just like to__________ it__________ ?

e Can you tell me what this__________ is for?

f Do you---------------- Visa?

Dialogue 3

g Can you tell me what the-------------- is?

h Cash or--------------- ?

i Is_____ charged on that?

Which questions are asked by the guest and which by the hotel employee?


3 Language study Using numbers

Look at the way numbers and figures are used in the dialogues. Compare the spoken form with the written form on the tight.

'That'll be thirty-seven pounds twenty, please ...' (£37.20)

'Room four oh eight.' (408)
'Two hundred divided by one point four equals one

hundred and forty-two pounds eighty-six ...' (200* 1.4 = £142.86)
.. less two pounds commission ... comes to one

hundred and forty pounds eighty-six pence.' (—£2.00 = £140.86)


1 Now match these figures with the spoken sentences which follow.

1 £2.50 5 $100 bill

2 $2,216 6 Room 504: £273.45

3 £1.00 =$1.86 7 4x$4.25 =$17

4 £24 + 15% service = £27.60 8 $ 100 - 10% = $90

a We're currently exchanging ar one dollar eighty-six to the pound, b The total charge for the group is two thousand, two hundred and

sixteen dollars, c I gave you a hundred-dollar bill! d That will be two pounds fifty, please.

e One hundred dollars less ten per cent commission makes ninety dollars.

f Four times four dollars twenty-five is seventeen dollars in all.

g The bill for room five oh four comes to two hundred and seventy-three

pounds forty-five (pence), h Twenty-four pounds plus fifteen per cent service equals twenty-seven

pounds sixty.


Read these amounts to a partner and get them to make the final calculation.

a £2.50 + £4.15 = b 10% of $1^0 = c 5x£14 = d £206+ £2,314 = e $16.95x2 -f $1000- 10% -g £60+ 15% = h $4,396 + 3.221 =

Make up some of your own and read them to your partner.


The Passive

Look at these examples of the Passive from the dialogues:

► // can be added to your bill.

( = We can add it to your bill.)

► / can arrange for them to be sent

( = I can arrange for someone to send them.)

► Those papers were sent to 703.

( = Someone sent those papers to 703.)

► / W been given the wrong bill.

( = Someone has given me the wrong bill.)

► Is commission charged on that?

( = Do you charge commission on that?)

The passive is often used when:

a the thing happening is more important than the person or thing doing

it (the agent), b the agent is unknown or unnecessary, c a more formal style is required.

Transform these active sentences into passive sentences. Example:

They are building an extension next year. An extension is being built next year.

a We add a service charge to your bill.

b The housekeeping department hasn't changed the sheets since last week.

c They delivered the wrong newspapers to room 703.

d Someone has srolen my passport!

e As I turned round, the waiter was pouring the wine,

f We expect guests to check out before rwelve noon.



4 Word Study 1 Match these words with the pictures underneath:

1 receipt 5 traveller's cheque

2 cheque (British bank) 6 credit card

3 cash (notes) 7 bill

4 cash (coins) 8 Eurocheque

2 a Which ones are methods of payment?

b Think of an item or service which can be paid for by each, c What are the advantages and disadvantages of the different methods of payment?


3 Here is a list of precautions that reception and sales staff should take when dealing with different methods of payment. Which method of payment should they be used with? Discuss with a partner.

a check expiry date

b compare signatures

c watch client sign

d write number on back

e take imprint of card

f hold up to light and examine

g ask for passport or other identification

h phone client's bank


4 Complete the text using the following words:

check out, deposit, in advance, sales outlet, settle a bill, voucher



Guest accounting

Hotels operate complex systems of guest accounting. Rooms are

not usually paid for 1__________________________ It is normal for guests

to I____________________ only when they 1________________

of the hotel - although usually a _------------------------------------------------ or credit

card number is taken as security. A guest will probably buy a number of hotel services during his/her stay, for example, drinks in the bar, room service, and so on. These are either paid for at the time or added to the guest's final bill (in which case the

I--------------------------------- must issue a signed i-------------------------------

to the accounts department).



Source: S. Medlik: The Business of Hotels

5 Speaking

In pairs, A and B, act out the dialogue between a receptionist and a guest who is checking out. This is the guest's bill:


The Clinton Hotel

George Street. Bath, RA1 7AY Telephone: (0225) 867246. Fax: (0225) 867201


Page No. Folio No. Name Address Nationality




Room Room rale Arrived departed No. Persons

ue.do (o) 15 Apr

10 Apr



15 Apr 199 _ 15 Apr 199 _

15 Apr 199 _

16Apr 199 _ 16 Apr 199 _


Room Phone

Room service




116.00 2.50 32.00 1.00 12.50



164 00



You are the receptionist. You've been warned about this guest before — he/she has caused problems at a lot ot places in the hotel. Be prepared to explain some of the items, but you are sure the bill is correct - the phone system, for example, is automatic and cannot make mistakes. Don't forget to ask how the guest is going to pay. Be polite!


You are the guest. You are not happy with this bill so you want to query some of the items. For example, you didn't use the telephone and you only ordered a sandwich from room service. How do you want to pay?

Start the dialogue like this:

receptionist: Good morning. How can I help you? guest: I'd like to check out, please. receptionist: Certainly. What room are you in? guest: ...

6 Reading

Read this memo explaining the Grand Hotel's policy on room rates. Answer the questions which follow.




From: The General Manager Date: September 5 199_ To: All Front Office staff Subject: Pricing policy



It is clear that some clarification of our policy on pricing and room rates is needed. BASIC RATES

We have a basic rate for all room types. However, it is common for different rates to be charged. This is because the Sales and Marketing Department negotiates special rates for different agents, corporate clients, and other clients.

The basic rates are:

Standard room: £80.00 (double) Luxury/Executive Plus: £115.00 (double) Suite: Individually priced Standard discounts

Weekend rate (Fri/Sat or Sat/Sun): 1B% discount Weekly rate: seven nights for the price of five

Specially-negotiated rates

Most guests come as part of a tour, through a tour operator, or as a corporate guest. In this case a special rate will have been negotiated and will be on the computer for Reservations and the Front Office to access.

Free Sale Agents

Free Sale Agents are sent availability charts every two weeks. They sell rooms at an agreed rate (usually the corporate rate). They don't have to check with us, so administration costs are kept low.

Allocation Holders

Allocation Holders have a certain number of rooms which they agree to sell (usually at FIT rates). The customer pays them directly and they take commission and pass on what Is left to the hotel.

For weekends they have the rooms on a 48-hour release (in other words the hotel can take them back by Thursday and resell).

If you have any more questions, please speak to the Reservations Manager or the Sales and Marketing Department.



1 a Who decides the rate for different agents?

b When must a guest stay to get a 15% reduction? c Where does the hotel get most of its guests from? d Why does selling rooms through Free Sale Agents keep administration costs down?

e What is the difference between a Free Sale Agent and an Allocation Holder?



7 Listening


8 Writing

2 Using the information in the memo, calculate the income for the hotel in each of these cases:

a Three couples staying for two nights (Friday and Saturday) in Standard rooms.

b One businessman staying in an Executive Plus room for three nights

(not a corporate client), c A group often corporate clients each staying in a separate room (Luxury)

for one night. The Sales and Marketing Deparrment has agreed a 20%

discount with this company.

1 Listen to this interview with the Reservations Manager of the Grand Hotel, recorded a year after the memo was sent. As you listen, note the changes that have been made in the policy of the Grand Hotel regarding room rates.

2 Using the new information, calculate what the income for the hotel will now be in the three cases in 6 Reading, 2 above.


Read this letter sent to the group of three couples mentioned in 6 Reading, 2a.


Seafronl Villas Wcslhouriu- iim:iiiii

Tel: D273 624999 Fax: 0273 624831


10th August 199_

Mr and Mrs Davtes 16 Hill Street London N16 1BV


Dear Mr and Mrs Davies

Thank you for your letter of 5th August regarding a possible reservation for three rooms for two nights for the weekend of 14th/15th Ootobor.

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