Hotel and Restaurant

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Content

Thomas Early

Hotel For You
English for Hotel and Restaurant Staff
1. Auflage

Bestellnummer 34950

Bildungsverlag EINS

A list of the icons used in the book to indicate the nature of the task.

Discussion

Tip

Listening

Grammar reference

Reading

Danger

Writing

Information

www.bildungsverlag1.de Gehlen, Kieser und Stam sind unter dem Dach des Bildungsverlages EINS zusammengeführt. Bildungsverlag EINS Sieglarer Straße 2, 53842 Troisdorf ISBN 3-427-34950-0
© Copyright 2005: Bildungsverlag EINS GmbH, Troisdorf Das Werk und seine Teile sind urheberrechtlich geschützt. Jede Nutzung in anderen als den gesetzlich zugelassenen Fällen bedarf der vorherigen schriftlichen Einwilligung des Verlages. Hinweis zu § 52a UrhG: Weder das Werk noch seine Teile dürfen ohne eine solche Einwilligung eingescannt und in ein Netzwerk eingestellt werden. Dies gilt auch für Intranets von Schulen und sonstigen Bildungseinrichtungen.

Introduction

There are many problems to be faced when writing a book about a special field or sector. One of the main problems is the number of new words that the student has to learn and use. Many of the words will be completely new to the student, from the vocabulary in the kitchen – utensils, equipment, staff titles, cutlery and crockery – to the vocabulary needed in the restaurant, foyer, bedrooms, etc. There is a very real danger that the book can turn out to be more of a dictionary than a course book. To combat this I have tried to introduce new vocabulary in a varied and, I hope, interesting way. One way to make learning vocabulary a little easier is to use a logically-structured

and well-organised vocabulary book. I give a few tips on how I would organise a vocabulary book, but you are free to do it in a way that is best for you. Most people believe that their listening skills are much superior to their oral skills, and this is generally true. Therefore, many tasks throughout the book can be used for discussion, and I strongly recommend that you become involved and always try to voice your opinion. Like most learners, speaking in English is probably the discipline that needs the most practice. I wish you lots of success in your chosen profession.

3

Contents
Introduction Unit 1 The service industry
1 Working in the service industry 8 Grammar Reference 1 Just checking 1.1 Numbers 1.2 The Clock 2 The alphabet 3

1
1 Job titles 2 The staff 13 14

9 9 9 10 12

Unit 2 Who does what?

Grammar Reference Do you like …?/ Would you like …?

16 16

2
1 The rooms 2 The chambermaid 3 A vocabulary book 18 19 20 Grammar Reference To be 21 21

Unit 3 A tour of the hotel

3 4
1 2 3 4 5 6 Welcoming and greeting A tricky situation Requests A reservation Telephone bookings Registration 25 25 27 27 29 31 Grammar Reference Present simple 38 38

Unit 4 The Reception

4

Unit 5 Emails

5
Unit 6 In the restaurant

1 2 3 4

Introduction Structure Requesting information Answering enquiries

41 42 44 45

Grammar Reference Was/Were

46 46

1 Introduction 2 Setting the table 3 At the table

49 50 51

Grammar Reference Present perfect

54 54

6 7 8
5

Unit 7 The wine waiter

1 2 3 4

Wine an food Recommending wine All about wine The wine list

59 60 61 63

Grammar Reference Will

66 66

Unit 8 Dealing with complaints

The customer is always right 69

Grammar Reference Verbs – not used in the continuous form

71 71

Unit 9 At the bar

9
Unit 10
The kitchen

1 2 3 4

Five categories A question of taste Cocktails Small talk

73 74 75 76

Grammar Reference Going to

79 79

10
Unit 11
The Menu

1 2 3 4

If it’s too hot … A kitchen dialogue Too many cooks In action

83 84 87 90

Grammar Reference Adjectives and adverbs 1 Adjectives 2 Adverbs

93 93 93 94

1 Important things to know 97 2 Let’s get into practice! 99

1 1
Unit 12
Breakfasts 1 Types of breakfasts 2 Breakfast Menus 105 106

Grammar Reference For and ago 1 The usage of for 2 The usage of ago

102 102 102 103

12
6

Grammar Reference Two final topics 1 Prepositions 2 Used to do

108 108 108 109

Appendix

1 2 3 4 5 6 7

Quiz time A place to stay Giving directions Chef ’s little gems Let’s cook Weights and measures … Hotel signs

110 111 113 114 115 116 118

Vocabulary

119

7

Unit 1 The service industry

1

1 Working in the service industry
Students visiting Britain or America for the first time might be slightly surprised by the seemingly excessive use of both ‘sir’ and ‘madam’ within the catering trade. However, this is expected from members of staff by both the management, and the guests.
5

As the name suggests (service industry) we are there to provide a service for the public, and although this can be demanding, exhausting and at times frustrating, it can also be one of the most rewarding professions. The service industry offers a wide choice of professions, and unlike most others, opens up the opportunity of working in foreign lands.

10

It also gives you the possibility of coming into contact with many different languages and cultures. For example, in a restaurant in the UK you might find a Spaniard asking a German waiter questions in English about an Italian wine. We must therefore, all be tolerant and patient at all times with our guests. If you remember these points you will have an enjoyable and rewarding career in arguably one of the world’s most important professions. Task 1 a. What are the main differences between the ‘service industry’ culture in the UK and USA and the culture in your country? b. Why did you choose a job in the ‘service industry’? c. What do you think are the main rewards offered by this industry?

8

G 

1 Just checking
Cardinal numbers 1 one 2 two 3 three 4 four 5 five 6 six 7 seven 8 eight 9 nine 10 ten 11 eleven 12 twelve 13 thirteen 14 15 16 17 18 19 20 21 22 23 30 40 50 fourteen fifteen sixteen seventeen eighteen nineteen 400 four hundred twenty 500 five hundred twenty one 600 six hundred twenty two 700 seven hundred twenty three 800 eight hundred thirty 900 nine hundred forty 1000 one thousand fifty 60 sixty 2000 two thousand 70 seventy 1000000 one million 80 eighty 2000000 two million 90 ninety 100 one hundred 110 one hundred and ten 200 two hundred 300 three hundred
The service industry

1.1 Numbers

1
Unit

Ordinal numbers 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 first second third fourth fifth sixth seventh eighth ninth tenth eleventh twelfth thirteenth fourteenth fifteenth 16 17 18 19 20 21 22 23 30 40 50 60 70 80 90 sixteenth seventeenth eighteenth nineteenth twentieth twenty-first twenty-second twenty-third thirtieth fortieth fiftieth sixtieth seventieth eightieth ninetieth 100 110 200 300 400 500 600 700 800 900 1000 hundredth hundred and tenth two hundredth three hundredth four hundredth five hundredth six hundredth seven hundredth eight hundredth nine hundredth thousandth

2000 two thousandth 2000000 two millionth 1000000 millionth

9

Fractions
a half a quarter/one quarter – three quarters a third/one third – two thirds a fifth/one fifth – two fifths – three fifths – four fifths a sixth/one sixth – two sixths – three sixths a seventh/one seventh – two sevenths – three sevenths an eighth/one eighth – two eighths – three eighths

The service industry

Decimals
Decimals in English are written with a point not a comma. 2.34 35.76 107.28 0.923 is spoken as is spoken as is spoken as is spoken as twelve point three four. thirty-five point seven six. one hundred and seven point two eight. zero point nine two three.

1
Unit

Task 2 Use the numbers you have learned to answer the following questions: a. b. c. d. e. Which British monarch, who married six times, was never really happily married? When is American Independence Day? How many days are there in a leap year? How many days are there in October? What is the decimal equivalent of three quarters? f. What is 0.25 as a fraction? g. What number follows the eleventh? h. When is New Year’s Eve?

1.2 The Clock
We generally do not use a 24-hour clock in Britain and America. Unless you are looking at a train or aeroplane timetable or schedule, we usually use a 12-hour clock. This means there are no such times as 19 o’clock or half past 23. One other exception is the armed forces, and, assuming that none of you are in the army/navy or air force, let us practise the 12-hour clock.

5

10

We have ‘am’ and ‘pm’ to stop any confusion, but it is not often necessary as you can see from the following text. I usually get up about 6 o’clock. I have breakfast at 7 and leave the house a half an hour later. I usually start work about 8, have lunch at 12, finish work about 5 and have dinner about 7. So, it is not always necessary to say am and pm – unless you do shift work. It is really quite simple: nach = past and vor = to Look at the following times:
The service industry

1
five past one eight past seven a quarter past twelve twenty to eleven
Unit

twenty five past eigth

half past two

twenty five to ten

twenty to four

a quarter to eleven

five past five

five to two

half past two

Notice that we do not say ‘ten past two o’clock’, but ‘ten past two’.
Task 3 What time is it now? What time was it ……………… ……………… ……………… ……………… ……………… twenty minutes ago? forty-five minutes ago? thirty-five minutes ago? ninety minutes ago? five minutes ago? seventy-five minutes ago?
11

Task 4 What time will it be ……………… ……………… ……………… ……………… ……………… ten minutes from now? forty-five minutes from now? thirty-five minutes from now? ninety minutes from now? five minutes from now? seventy-five minutes from now?

The service industry

1
Unit

2 The alphabet
Task 5 Write seven headings in your vocabulary book using the following letters: A _ _ – B _ _ – F _ _ – I _ _ – O _ _ – U _ _ – R _ _

Now listen to your trainer saying the alphabet and put the letters, which have the same sound under the correct heading. Task 6 a) Spell the following names:

Johnston

Beckham

Reilly

Forbes

Edwards

McQueen

b) Spell the following words:

busy reception manager

engaged jaguar office

available suite quality

knowledge January underground

head waiter family telephone vegetables extension

c) Spell your own name/your colleague’s/trainer’s name. Task 7 Listen to your trainer and write down the words that you hear.

12

Unit 2 Who does what?

1 Job titles

2
Breakfast chef Maitre D’Hotel Porter Chambermaid Receptionist Commis chef Waiter/Waitress

As in many organisations, a hotel is run under strict hierarchical guidelines and with very clearly defined areas of responsibility. Every member of staff knows exactly what he is responsible for and who he is responsible to.

General manager/ess Banqueting manager/ess Head waiter/waitress Head chef
Task 1

Look at the duties below and discuss with your colleagues who you think might be responsible. a. b. c. d. e. f. g. Designing and planning the menu. Hiring of new staff. Booking enquiries. Welcoming guests to the restaurant. Weddings and functions. The guests’ luggage. Tidying the rooms.

13

2 The Staff
Now look at some of the main areas of responsibility within a hotel. General manager:
Who does what?

The manager’s position is very often an administrative post. Responsible for the day-to-day running of the hotel, hiring/firing, promotion and public relations. Main areas of responsibility include the designing and planning of the menus, food purchasing, preparation, stock control and food rotation, and general management of the kitchens and delegation of tasks to the junior and commis chefs. In the kitchen the head chef is KING! Often responsible for vegetable preparation, mais en plais and the less complicated dishes such as pasta which may be on the menu. In some hotels the commis or sous chef is often also responsible for starters and/or sweets. Breakfast preparation, purchasing, staff, stock control and rotation and management of the kitchen during breakfasts. Responsible for the hotel register, bookings, enquiries, cancellations and often responsible for welcoming the guests.

Head Chef:

2
Unit

Commis/Sous chef:

Breakfast chef:

Receptionist:

Maitre D’Hotel:

Main duties include welcoming the guests, bookings, seating arrangements, enquiries and general administration within the restaurant. General supervision within the dining room, staff rotas, purchasing, and liaison between the kitchen and the restaurants. Setting the tables, taking orders, serving the food and dealing with any complaints or enquiries.

Headwaiter:

Waiter/Waitress:

Banqueting manager/ Responsible for the planning and organising of any manageress: special events at the hotel. These might include weddings, conferences, parties or seminars. Head barman/ barmaid: Responsible for stock control, purchasing, staff rotas and general administration in the hotel bars.

14

Barman/Barmaid:

Mainly responsible for serving the guests, stocking shelves and general tidiness behind the bar.

Porter:

Chambermaid:

Responsible for making and re-making and cleaning and tidying the rooms.

2
Task 2 Translate the following words/phrases.
Unit

Day-to-day running. Stock rotation.
Task 3

Staff rotas. Hiring and firing.

Stock control. Liaison.

Which of the hotel staff might wear the following items of clothing? A. Bow-tie C. Waistcoat E. Whites Task 4 Which of the members of staff are most likely to have said the following: 1. I once organised a wedding for 250 people. But the bride didn’t show up. 2. Sometimes it feels as though some of the guests have a dead body in their case. 3. We ran out of beer during the very hot summer last year and I had to borrow a keg from the pub across the road. 4. Although my staff are very good, I personally go down to the market to buy fresh supplies. 5. I find some foreign names very hard to spell. Especially over the telephone. 6. A guest once asked me for mint sauce with his ice cream. B. Apron D. Name-tag F. Business suit

15

Who does what?

Responsible for welcoming the guests, carrying their luggage to the room, parking their car and dealing with general enquiries.

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