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The While Cliffs of Dover

Our final port of call is the i«>rt of Dover, renowned for
its great stretch of white chalk cliffs. We visit I2lh
century Dover Castle - designed by Henry II but
incorporating much Norman architecture - and from
die ramparts we may see . I-eaving

Dover, wc return to London, travelling past the Channel tunnel entrance and workings, making our lirst drop-off at around 6.15 p.m.




• Visit Ix-eds Castle

• Visit Canterbury Cathedral

• Visit Dover Castle

• View Tunnel entrance

• All entrance Cues paid


5 Speaking [p. 113]

1 You have an outline plan of the Chesterfield Suite where you and your partner are holding a conference. You need to find out the dimensions, the seating style, and the equipment available in each room. Your partner has this information. Ask him/her questions and complete the grid below.


2 You have a plan of the Spencer Suite. You have the dimensions, the seating style, and the equipment available in each room. Your partner has an outline plan with none of this information and will ask you questions to obtain it.



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-U-T------------ TJ"


Unit I



1 Listening

1 I travel a lot - up to three months a year - so 1 guess you could say I spend a quarter of my life m hotels! for me, the ideal hotel has big rooms with comfortable beds and good facilities - including a business centre. It should a I sin bp as near rbf centre? "I town as possible, but within easy reach ol ihe airport.

2 I love going on vacation, especially in Europe. I worked hard all my life, so I feel I deserve a little luxury now - and I don't mind paying lor it. II you ask me, a hotel that doesn't make you feel really special isn't a hotel!

3 I like smaller hotels because you can learn more about the country, the people, and the culture. The staff have more time for you. I tliink iik»..( of die big borcls arc so impersonal. They all look the same. When von are inside them, you can't tell which country you're in.

4 It's my job to visit hotels, not just the de luxe 5-star ones, but also the small family-run places with only a few rooms. But if you're asking me personally, the most important things are polite and friendly staff and efficient service. Anything else is really a bonus.

5 Listening


Dialogue 1

ctb; California Travel Bureau. Jenny speaking. How may I help you?

caller: Hello, yes, I'm going to California in the summer on a By-drive holiday and hoping to spend some time in Yosemite National Park. Could you give me some-information about accommodation?

CTB: Certainly. The first thing to say is that if you want to stay in a hotel you'll need to make a reservation pretty soon. Have you any definite dates?

caller: Well, we're arriving in San Francisco on 13th July and we'll probably spend a week there and then get to Yosemite around ihe 20th probably stay about two or three days.

< in: I see. And do you want to stay in a hotel or camp?

caller: Hotel, definitely. We don't need anything too luxurious - just a private bathroom, if possible.

ctb: How many in the party?

caller: Just two.

ctb: Well, there are three hotels. The

Ahwahnee is quite expensive - around $200 a night. The two others are about the same price - approximarely $75 a night. The Yosemite Lodge is very popular, so you'll need to make a reservation very soon. Or there's the Wawona, which is very pretty.

caller: I see. Could you possibly send me details?

ctb: Certainly. Could you give me your name

and address? caller: Yes. It's Ms Wallace, 14 Station

Road, London N6. ctb: OK, Ms Wallace. Is there anything else? caller: No, I think that's all - thanks for

your help. ctb: You're welcome.

Dialogue 2

ctb: California Travel Bureau. Jenny

speaking. How may I help you? caller: Oh, hello. My name's Curtis. I'd like

some information, please. ctb: Certainly. What would you like to


caller: Well, I'm thinking of going to California with three friends this summer, and I've heard it's possible lo camp in Yosemite National Park, but someone told me you have to reserve?

ctb: No, you don't have to reserve, but you have to get a permit. When exactly are you coming?

caller: Probably laic July, early August. ctb: In that case, you can get a permit for

seven days in the valley and fourteen days

Otlt ill the valley. caller: Right. We're planning to do a lot of

walking, so we'll probably go up into the

mountains. Can we just camp where we


ctb: No, you have to camp in the designated areas, but if you go for the Type B sites, you'll find they're not too crowded. The facilities arc pretty basic, but they only cost $4.

caller: Sounds good.

ctb: Would you like me to send you some information?

caller: Yes, that would be great.

ctb: OK, can I just have your name and address?

caller: Yes, it's Mr J. Curtis, Flat 2, 36

Wood Lane, Bristol. ctb: OK, Mr Curtis, I'll put that in the mail

for you. caller: Thanks. ctb: You're welcome. Bye.

unit 2


2 Listening

john: Hello, Peter!

peter: John! How nice to see you! I haven't seen you for ages!

john: No, not since I left the Palace. It must be four years. You're not still there, are you?

peter: I'm theCeneral Manager, actually.

john: Well, well! Congratulations!

peter: Thank you. What arc you doing here?

john: Oh, I'm still involved with hotels, sort of. I'm a partner in a company that builds leisure facilities - swimming-pools, saunas, tennis courts, that sort ol thing. 1 can't interest you in a pool, can I?

peter: I'm afraid you're rno late We've already got one. Yes, we've made quite a few changes since you were there. We built a large extension a couple of years ago with a pool, fitness centre, solarium, and sauna. We've even opened a couple ol tennis courts. Its a pity we didn't know about you. We might have been able to give you some business.

john: Well, I've only been there for a little-over a year. But tell me, you must be doing pretty well, then?

peter: Yes, things are a lot better than they were four years ago, that's for sure. You know there was a take-over about a year after you left?

john: Yes, I heard.

peter: Well, they've put a lot of money into the hotel, and if really looks great now. Our rooms are far more comfortable and we offer the best facilities in the area. So of course we can charge higher prices. It's certainly paying off—occupancy rates are right up!

john: Well, it was about time. What about those old family rooms in the annexe?

peter: Last year, we converted them into business apartments and a business centre.

john: Really? Cood idea. A lot of hotels are going that way.

PETER: We're hoping to open a suite of conference rooms in the next year or rwo.

john: Well, the old Palace certainly sounds a different place!

peter: Yes. We've expanded the restaurant, too.

john: Who's the chef? It's not still Carlos, surely?

peter: Heavens, no! He's gone hack to Spain. No, in the end we hired a top French chef. Marcel Fauzct. Have you heard of him? He's been with us for more than three years now, and he's certainly made a difference. You must come and have a meal with us some time.

john: Yes, I must. It's just a pity I can't sell

you a swimming-pool!



5 Listening


Dialogue I

caller: And what about the facilities within tbt rooms?

receptionist: OK. The rooms are on the third floor overlooking the park. Tluv aie en suite with bath and shower in each. All our rooms have a colour television and telephone in them. There are coffee- and tea-making facilities. There's a mini bar and tiouscr-press, too.


Dialogue 2

caller: What facilities do your rooms offer?

receptionist: Well, the rooms you're interested in are quite unusual. First of all, let me say, they're on a splir level. This means you go up to the sleeping area and then down again to the bathroom. They have beautiful crystal chandeliers and still have the original high ceilings from the time it was a country home. And, of course, they're fitted with all the necessary features of a modern luxury borel.

Dialogue 3

caller: And what arc the rooms like?

receptionist: What are the rooms like ... um, they're medium-sized to small, I suppose. They're traditional,... homely. There's plenty of wardrobe space and the ladies like them because they've got large full-length mirrors in each. What else can I say? Oh, well, the rooms facing south have a view of the bay. That's about it. I think.


Unit 3___________________


1 Listening

1 Let me start by saying I'm the General Manager. That is to say, I have control over the whole ol the operation. As the (ieneral Manager, I must make sure that all our hotels and business outlets are fulfilling the overall vision ot the company as a whole, and making money, too. We mustn't forget that our aim is to make money.

The company strut cure works like this. The House Manager is directly answerable to me. He or she is responsible for all six in-house departments, and their job is to keep good information Hows between the various departments. We cannot allow departments to be run in isolarion of each other. They must also make sure that the hotel stays profitable. They have a great deal ot freedom to make decisions and don't have to check with me about day-to-day issues, although wc are in regular contact by fax. Of course, the I louse Manager should use his discretion about when to contact me.

In our organization, the Resident Manager has control over the customer-conract side ot the business. It is the Resident Manager's job to ensure close, efficient liaison between the two sectors under his control, that is to say Front-of-House Operations and Housekeeping.

2 I'm the Front Office Manager. I report to the Resident Manager on a regular basis but I can make a lot of daily operational decisions myself. I like the responsibility the hotel allows me to have. I have to supervise Front-of-FIouse Operations and to do that efficiently, I need to have the assistance ol the Head Receptionist, who looks after the reception area in general and has a good deal of contact with both staff and guests. We're concerned with day-to-day issues such as guests' comfort and security, but we also gel involved in training and staff development, so there's plenty to do on that side, too.

3 I'm hoping to become Head I lousekeeper in the near future. I've been Housekeeper for the F.xecutive suites for a year now and there's a good chance I'll take over when Mrs Jones leaves at the end of the year. At the moment, I give orders to the chambermaids and cleaners personally, but I'm looking forward to getting more involved in planning and training. I know I shouldn't say this, but 1 think I'll be pretty good at it.



6 Listening

In this organization, the Concierge's primary function is to provide for guests' needs and special requests. This often involves contacting companies for information or services which are external to the hotel. Typical requests are for him or her to make bookings for touts, theatres, and special attractions. The Concierge will also help guests to organize and book their onward travel arrangements, including dispatch of luggage. Consequently, there is a need to know what services local businesses have to offer. That means businesses such as restaurants, travel agencies, and car-hire agencies.

To do the job effectively, the Concierge must be particularly aware of the arrival and departure of groups and any special events

taking place within the hotel. Internallv. the Concierge Department is responsible for the sate deliver)' of mail and packages and they will maintain a supply of stamps for domestic and foreign postage. In some hotels, it is still a Concierge's duty to fulfil requests tor secretarial work but here that comes under the remit of the business centre.

A log-book is kept in which all guests queries and requests are recorded. This is another of a Concierge's many duties. A basic requirement that we have of our concierge staff is that they display a courteous and professional manner in all their dealings with guests and fellow employees. Above all, he or she must have a friendly personality. We lay particular emphasis on maximizing eucat s.iii.slaciiou. Therefore, a ('oncicrgc will endeavour to lulfil a guest's requests, if at all possible, and hopelully do it with a smile.



Unit 4



2 Listening

Dialogue I

hotel: Hotel Melissa. Can 1 help you? caller: Yes, I'd like to make a reservation, please.

hotel: I'll put you through to Reservations.

Hold the line, please. reservations: Reservations, Peter speaking.

Can I help you? caller: Yes, I'd like to make a reservation. reserva i ions: Certainly. What name,


caller: Lewis, David Lewis. reservations: Right, Mr Lewis, when

would you like to stay? caller: I'd like to reserve a double room for

three nights from the 21st April.

reservations: OK. 21st April, three nights, double. I'll just check availability ... Yes, we can do that for you. Is this a company booking or an individual?

caller: Oh, it's individual.

ui-.si rvations: Have you stayed with us before?

caller: No, I haven't.

reservations: Would you like one of our Executive rooms. Mr Lewis, on the top floors with some wonderful views?

caller: Well, actually, no, 1 wouldn't. My wile doesn't really like using the lift and also she's got a bad leg, so I was hoping we could have a room near the ground floor.

reservations: OK. I'll make a note of that and when you check in the receptionist will allocate a room on the first floor for you.

caller: Thank you.

reservations: Will you be paying by credit card?

caller: Yes, I will. It's Visa. RESERVATIONS: And what is the numlvi r caller: Hold on... Eft 433$ 171 36094. reservations: So that's 4335 171 36094.

And your address? caller: 14 St John's Road, London NW6. reservations: OK, Mr Lewis, that's

reserved lor you. Your reservation number is

PS 1462. We look forward to seeing you on

the 21st. caller: Thank you.

rfsprvations: You're welcome. Dialogue 2

hotel: Hotel Melissa. Can I help you? caller: Good morning. I'd like to reserve a

i ottple ol looms. hotel: Certainly. I'll put you through ro

Reservations. Hold the line, please. reservations: Reservations, this is Peter

speaking. How can 1 help you? caller: Good morning. This is Rita King

from Imperial Plastics. I'd like to reserve a

couple of doubles for April 13th.

reservations: Two doubles for April 13th ... Right. Availability is fine for that night. Is that a company booking?

caller: Yes, Imperial Plastics. The rooms are for a Mr Snare/., spelt s-u-a-r-e-z, and Mr Johansson, spelt j-o-h-a-n-s-s-o-n. They'd like the Executive rooms.

reservations: OK. You have an account with us, don't you?

caller: Yes, we do.

reservations: But the guests haven't stayed

with us before, have they? caller: No, I don't think so. R i s i rvations: And how is the account to

be settled?

( ai i i r: Pull bill on the company account. reservations: Can I just check your contact

details? It's Miss R. King. Imperial Plastics,

Old Dock Road, London F.5. caller: That's correct. reservations: Right, Miss King, the

reservation number is PS43307. I would be

grateful if you could just confirm in writing,

by fax if you like. ( \i i br: Certainly. Thank you lor your help. reservations: You're very welcome.



8 Listening

ki i i ptionist: Can I help you, sir? cuest: Hello, I'd like a room tor the night. receptionist: Do you have a reservation? cuest: No, I don't. ri•( kptionist: OK. Just the one night? guest: Yes.

receptionist: And one person?

cuest: One person, yes.

receptionist: Would you like an Executive

.ii ( 125 or a Standard at £95? guest: Just a Standard. receptionist: OK ... Do you have a

preference for a twin or a double-bedded

room? guest: Twin, please.

receptionist: Do you have a preference for

smoking or non-smoking? guest: Non-smoking, please. ri ( r ptionist: OK. You're in room 760. guest: OK.

receptionist: How will you be settling your

account, sir? guest: Visa.

receptionist: By Visa card. May 1 take an

imprint of your Visa card? t, itest: Here you are. receptionist: Thank you. And the name.

sir, is ...? guest: Paul Smith.

receptionist: And may I take your home

address, please? t;uest: It's 5383 Collins Avenue, Miami. receptionist: And do you have a zip code? guest: 23892.

receptionist: OK, sir. Because you're not a British citizen, I'll require your passport in order to complete the registration.

guest: Here it is.

receptionist: Thank you very much.

guest: Does the rate include breakfast?

receptionist: No, it doesn't. Breakfast is £7.50 for continental and £9.95 for English and is served in the Brasserie Restaurant on this floor from 6.30 all morning, or you I an order in your room through room service at no extra charge.

guest: OK.

reception ist: This is your registration card.

Can you just check through the details,

please? guest: Yes.

receptionist: And sign here. guest: OK.

receptionist: Thank you. Here's your credit card, passport, and here's your key. It's room 760 on the seventh Moor. The elevator is on the right. If you just tell a porter your room number, he'll follow you up with the luggage.

guest: Thank you very much.

receptionist: Enjoy your stay.



3 Listening


Dialogue I

man: I've already decided what I want.

woman: What's diat?

man: I'm going to have the fondue. It's

delicious here. waiter: I'm sorry, sir, the fondue's off. man: Really? In that case, let me think - I'll

have the pork medallions. woman: I think I'll have the same. man: And we'll have a bottle of Chablis. waiter: Very well, sir. Thank you very much.


waiter: Would you like any desserts? man: Yes, I'd like the gateau, please. woman: Just a coffee for me, please. man: Make that two coffees. waiter: Thank you.


/ )ialogue 2

woman: Could we possibly order, please? waiter: Cerrainly.

woman: I'd like the delicc.s de Crison, please, and the mixed salad, followed by the londuc.

waiter: Sorry, the fondue's off tonight.

woman: Oh. What do you recommend, then?

waiter: The veal is very good.

woman: Well, I'll have that, then.

waiter: Very well, madam. And for you, sir?

man: I'll have the salmon mousse, I think.

WAITER: And to start, sir?

man: Nothing, thanks. Do you think you could bring us the wine list, though?

waiter: Yes, of course.


waiter: Are you ready to order dessert? woman: Yes. Could I have the parfait, please? man: And I'll have the souffle glace au Grand

Marnier. waiter: Certainly.

Dialogue J

waitress: Are you ready co order? man: Yes, I think so. I'd like the Beel Madras. woman: Yes. Could I have the fish, please? waitress: What vegetables would you like? woman: Saute potatoes... and peas, please. waitress: And would you like a starter? man: Yes, I'll have the crudites. woman: And chicken liver pare for me. man: No, sorry, could you change mine,

please, to melon and prawn cocktail? waitress: So that's no crudites? man: No.

waitress: The melon and prawn cocktail

instead. man: Yes. waitress: line.

w<) m a n: And can you bring us a bottle of

water, please? waitress: Certainly.


7 Listening Dialogue I

kim.hi*i iuin. Reception. Can I help you?

guest: Oh hello, this is Mrs Rogers from room 718. I'm afraid I've lost my watch -it's a Rolex, and very expensive. I think I may have left it in the sauna changing room - or maybe in the pool area.

reception: I see. Have you been back to look, Mrs Rogers?

GUEST: No, I haven't. I thought I'd try phoning first, but I can't find the number. Oh dear, I'm so worried ...

reception: Don't worry, Mrs Rogers, I'm sure we'll find it. I'll put a call through to the sauna and pool attendants' office straight away. 1 just need a few more details. What's your room number again?

guest: 718.

reception: And can you describe rhe ...

Dialogue 2

RECEPTION: Reception. How may I help you? i,i i si: (iood afternoon. Could you possibly

book a table for two in the restaurant for me

this evening? reception: Certainly, sir. Can you tell me

your name and room number? guest: Yes. it's Mr Price and the room is 226. reception: OK, Mr Price. What time would

you like the table for? guest: Now that's rhe problem. We're going

to the theatre, and we'd like to eat when we

return - say 10.30? reception: I'm sorry, sir, the restaurant

closes at 9.30. guest: Oh dear.

km i r i ion: I could ordei .i late supper fot you - it would be brought to your room.

cits i Yes, thai would be nice - we'll only want something light in any case, and perhaps a bottle ol something.

reception: All right, Mr Price. I'll conract the restaurant and have them prepare a supper for voti for 10.30. What would you like? There's a choice of...


Dialogue J

reception: Reception. Can 1 help you?

guest: This is Mr Higgins in room 308. I'm afraid I'm not feeling very well. Would you mind asking someone to send up some aspirin - I haven't got anything with me.

reception: I'm sorry to hear that, Mr

Higgins. I'll have room service send up some aspirin immediately. Would you like the nurse to visit you?

guest: No, I think I'll be OK, dear. Jusr the aspirin.

reception: OK. But phone us if you have

any problems. guest: 1 will.

reception: It was room 308, wasn't it? guest: Yes, that's right.

Unit 6___________________



2 Listening


Dialogue 1

receptionist: That'll be £37.20, please, sir.

How would you like to pay? guest: Oh, I don't know. Do you accept

credit cards ... or a cheque? receptionist: Yes, or it can be added to

your bill.

guest: Oh, yes. Can I charge it to my bill? receptionist: ( mainly, sir. Wli.n room are you in?

guest: Room 408. Here ... here's my key card.

receptionist: Right, thank you. That's Hue.

Could you just sign here, please? guest: OK ... Could you wrap them for me? receptionist: Of course. I can arrange for

them to be seni as well, if you like. guest: That's an idea - it'll save carrying

them. How much do you charge? reception 1ST: Well, ir's...


Dialogue 2

receptionist: Good morning, madam.

I low can I help you? guest: Id like to check out, please. receptionist: Certainly, madam. I'll get

your bill. What room are you in? guest: 702.

receptionist: Here you are, madam. Would

you just like to check it through? guest: Yes... Can you tell me what this item

is for?

receptionist: That was the morning papers you had.

guest: But I don't think I ordered any papers.

receptionist: Didn't you? I'd better check the voucher... You're quite right. Those papers were sent to 703. I'm very sorry about that, madam.

guest: That's quite all right. Actually there's another thing: I didn't order anything from room service either. Do you think there's some mistake? Oh, look! I've been given the wrong bill - this is 703 not 702!

receptionist: I'm awfully sorry.

guest: That's all right. I thought it was a bit odd.

km "i i'lioNtsi: Here you are. Miss Smith, isn't it?

guest: Yes. Ah, that looks better. Everything seems to be fine. Oh, there's just one last thing. I wasn't sure about service charges in the restaurant. Are they included?

receptionist: Yes, madam.

guest: Good. I thought so.

receptionist: How would you like to pay?

quest: I )o you accept Visa?

receptionist: Of course. If I could just have your card.

guest: Here you are.

receptionist: Thank you ... That's fine. I

hope you have a pleasant journey. guest: Thank you. Goodbye.



receptionist: Hello, can I help you? guest: Yes, I'd like to change some dollars.

Can you icll me what the exchange rate is? ki-.cep i ionist: Cash or traveller's cheques? guest: Cash.

receptionist: Right, the rate is one dollar

lorty ro the pound. guest: OK. Is commission charged on that? receptionist: Yes, we charge a flat rate of £2

per transaction. guest: OK. 1 think I'll change two hundred

dollars. How much will I get exactly? receptionist: Right, sir, let me just calculate

it... 200 divided by one point four equals

... 142 pounds eighty-six less two pounds

commission ... That comes to 140 pounds

and eighty-six pence. guest: Good. That should be enough. Here

you are ...

7 Listening

interviewer: Do you have a fixed room rate?

RESERVATIONS manager: In common with most large hotels, our room rate policy is quite complicated. We have a basic room rate for all our room types, but the way that we sell our rooms means that we often charge a different rate from this. This is because our Sales and Marketing Department has negotiated different rares with different agents, corporate clients, and other clients.

interviewi r: What are your basic room rates?

reservations manager: Well, we have a Standard room which contains all the basic facilities, such as private bath, TV, tea- and coffee-making facilities, and the basii rate for the double is £85 a night. Our Luxury rooms, or Executive Plus as some of them are called, contain a little bit extra: they're a bir more spacious, have better views and so on -they're £ 115 a night. Then we also have Mjiu..s, wbiv.li vaty a lot in pticc.

interviewer: What discounts do you offer on rhese basic room rates?

reservations manager: You mean discounts for the individual non-corporate booking? [Yes] Well, we have special weekend rates: two nights, either Friday/ Saturday or Sarurday/Sunday will get a 10% discount. That's to encourage a two-night booking even though weekends can be our busiest time. And our weekly rate is calculated on the basis of seven nights for the price of six. That's on all room rypes.

interviewer: Can you tell us how the specially-negotiated room rates work?

reservations manager: Like most hotels of our size, individual bookings paying the full room rate are a minority. Most of our guests come through some other source, either as part of a tour, through a tour operator, or a corporate guest. We get lots of

repeat guests from particular companies and they obviously have a contracr with us. There's a corporate rate, but there are also special rates negotiated and arranged with the Sales and Marketing Department, who enter them onto the computer for the Reservation and Front Office to access whenever an enquiry or reservarion comes in. In addition, a lot of our rooms are sold through agents and representatives: these are either Free Sale Agents or Allocation Holders.

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