Highly recommended english for the hotel and catering industry workbook

UNIVERSITY PRESS Great Clarendon Street, Oxford 0X2 6dp Oxford University Press is a department of the University of Oxford.. It furthers the University’s objective of excellence in rese

WORKBOOK

Highly Recommended

English for the hotel and catering industry

Trish Stott

New Edition

Highly

RecommendedEnglish forthe hotel and

UNIVERSITY PRESS

Great Clarendon Street, Oxford 0X2 6dp

Oxford University Press is a department of the University of Oxford

It furthers the University’s objective of excellence in research, scholarship, and education by publishing worldwide in

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© Oxford University Press 2004

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First published 2004

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ISBN-13: 978 0194574655

Printed in China

ACKNOWLEDGEMENTS

Illustrations by: Kathy Baxendale pp 15, 22, 25, 53; Emma Dodd pp 5,43, 50;

Mark Duffin pp 6, 7, 8,17,19, 20, 26,28,29,34,44,46, 51; Hany Venning

pp 12, 30, 36, 40, 48

The author and publisher are grateful to those who have given permission to reproduce

the following photographs: Alamy pp 4 (imagelOO), 9 (World Religions Photo

Library); Anthony Blake picture Library pp 18,22,24; Getty Images pp 10 (P.Avis), 14 (B.van der Meer), 15 (Photodisc Red), 16 (Photodisc Green), 32 (G

& M.D.De Lossy), 33 (R.Burke), 36 (P.Seaward), 44 (V c L /C.Ryan),56 (D.Robb)

22 Facilities for the business traveller 46

Taking phone calls

2 Use each verb oncetocompletethesentences

1 Use the clues to find the missing word

speak book reserveconnect have tell

help make take

1 You reservethis for your car (7,5)

2 A room fortwo people.(6,4)

3 There isn’t an answer Take a (7)

4 Youcanseecheck-ininformationhere (8,6)

5 Itmakes paper copies of information from your computer (7)

6 Another verb for book (7)

7 You key in information onthis.(8)

8 Receptionists phonecallers with rooms.(7)

9 People often pay by (6,4)

10 Hotel guestsarrivehere.(9)

11 Mr Schmidt's room is502.(6)

1 Goodmorning

Howcan I help you?

2 Could I a parkingspace for tomorrow?

3 rd like to toRoberto Raul, please

8 I’d like to aroomfor tomorrow night

9 Can I yourname, please?

3 Underline the correct form

1 Can! I I'd like takea message?

2 Could !/ I ’ d like haveyourname?

3 Could 11 I ’d like tomake aroom reservation

4 Could 11 I ’ d like reserve a double roomfor tomorrow night?

5 Can I! I’d like helpyou?

6 Can 11 I’ d like a cup of coffee

7 Could 11 I’d likereserve

a parking space?

8 Could I / I'd like to book a room for tonight

9 Can II I’d likea double room

10 Could!/ I’ d /ípespeak to themanager, please?

4 Unit 1 Taking phone calls

2 Giving information

1 Use one word fromthe box to make hotel and restaurant facilities

bar menu desk TV

room facilities bureau park

cuisine access pool conditioning

car park exchange

Internet air-

international swimming

cocktail satellite

àlacarte information

disabled cloak

MOTẼIỈ FELIZ The Hotel Feliz has 50 bedrooms with air-conditioning, Internet access, and satellite TV The40-seatrestaurant serves internationalcuisine The rooftopswimming pool opens in summer Shops and exchange bureau in the hotel lobby Disabledfacilities throughout the hotel 1 Thereare 150 bedrooms onfive floors true /false 2 There’s air-conditioning in the hotel true/false 3 There’sInternet access in all the bedrooms true/false 4 There isn’t satellite TV in therooms true/false 5 There are 40 seats in therestaurant true/false 6 There aren’t any shopsin the hotel lobby true/faJse 7 There’s an exchange bureau true/false 8 There isn’t a swimming pool true/false 6 Unit 2 Giving information 2 Look atthe picture and readthe hotelinformation Thenunderline trueor false in sentences 1-8 3 UseIs there?/Are there?, There is/There are to complete the dialogueabout the Hotel Feliz woman: Hello, rd like some information dreihefe 1 any disabled facilitiesin thehotel? receptionist: Yes, 2.We have roomswith disabled facilitiesand 3 disabled facilities in the barandrestaurant too woman: Good 4 acarpark? receptionist: Yes, 5 alarge car park.Guests canreserve a parking space overthe phone woman: Right 6 a swimming pool? receptionist: Yes, 7

woman: And 8 disabled facilitiesinthepool? receptionist: Yes, 9

woman: That’s fine I’d like to book aroom ifthat’sOK

4 Match phrases 1-10with facilities a-j.

In ahotel, where would you ?

5 Correctthemistakes in italicsinthe text aboutarestaurant

2 change money b the shops

3 go for aswim c thebedroom

5 ask for information e the restaurant

6 havea drink f thelaundry

7 send your dirty clothes g theexchange bureau

8 park yourcar h the information desk

10 usethetoilet i the car park

EATING OUT

The restaurant is m at 1 the topof a tower

at 2HongKong The tower has

3 250metres high.They 4

are ISO seats in the restaurant.Thereare

5.also acocktail café 6

The restaurant has an à lacarte card 7

and serves international kitchen 8

There is 9 ten waiters and waitresses.Thereis a parking 10at the bottom ofthe tower

6 Matchthe numbers in the pictures with thewords

threehundred 9.9.9 twenty

Unit2 Giving information 7

3 Taking room reservations

1 Underline the odd oneout

1 Monday Tuesday tomorrow Saturday

2 single sauna twin suite

3 guest husband daughter wife

4 breakfast departure lunch dinner

5 air-conditioning carpark restaurant reservation

6 Sunday September Wednesday Friday

7 morning afternoon tonight evening

8 voicemail email telephone arrive

2 Complete the questionsandanswers with

3 Make questions withDo/Doesusing the information in thepictures

] Does the hotel have a

restaurant?

2

8 Units Taking room reservations

4 Completethe hotel information with at, on, in, from to.

HOTEL: FELIZ

Information for our guests

• Breakfast is served frọ.ĩĩ) 1 7.30

6 Find seven more familymembersin thepuzzle You canread some from

left to right (-»,some from top to bottom (xL), and somediagonally (z)

2 10.00 in the restaurant

• The restaurant is open 3Lunchtime

4 12.00 53.00

• 6 the evening, therestaurantis

open 76.00 Last orders are

810.00

• 9summer, the terrace restaurant is

open 10the evenings

• The shops in thehotel lobby are open

weekends but the exchange bureau is closed Saturday

11

12

• 13July andAugust,theswimming pool is open 148.00 15 20.00

• We regret there is nolaundry service

Sundays

16

5 Rewrite theemailusing the full form of the abbreviations

File Edit View Insert Format Tools Actions Help

From: I hotelfeliz@hotel.es

To: I chinatravel@internet.com

Subject:I Confirmation

^1Attn: MrsFong.ChinaTravel

Dear Mrs Fong

Re your request for six doubleroomsin August

Pis cfm in writing with datesasap

for.the anentionofMrs Fong, China TravelDear Mrs Fong

Roberto GilReservations Manager : 0034 193 762 51

4 Taking restaurant bookings

1 Match the two ways of talking about the time 3

1 c three fifteen a twenty pastsix

2 eight thirty b five to five

3 twelve forty-five c quarter past three

4 nine ten d twentytothree

5 one thirty-five e half past eight

7 four fifty-five g quartertoone

8 two forty h twenty-five to two

Look at Steve’snotes for June/July

Then complete sentences 1—8,writing the dates in full

SundayJunazỊ - ỷùnùílỉ, work, TuesdayJunA ZỊ - father ’s birthday

Tridayjune zb - Alan, bn Manzhes-I

2 Readthe text Then make questions and responses from theprompts

My name’s Steve I’m a chef in a

busy restaurant in Manchester

It opens from Tuesday to Sunday

I start work at 10.30 a.m each

day The restaurant opens at

12.00 for lunch and closes at 4

p.m It opens again at 7 p.m for

dinherand closesat midnight

I finish work at 1 o’clock in the

morning The waiters and

waitresses start work at 11 a.m

and finish at two in the morning.

Whattime /Steve /startwork?

4

I Steve finishes work

on the 23rd of June.

2 Hisfather’sbirthdayis

3 His brother, Alan,arrives inManchester

4 They start theirholiday

5 They finish their holiday

Tuesday Jodyy — holiday Thursday July 1G — house, Saturday July 1S - start at new job

Monday July zo - oyeninj niyht

Friday July Z4 - yay day

1 Where /Steve/ work?

Where does Steve work? 6 Steve startshis new job

when /restaurant/ open?

open/ Tuesday /Sunday

Whattime/ open / lunch?

When/ waiters /finishwork?

finish work/two in the morningopen / 12.00

10 Unit 4 Taking restaurant bookings

4 Use the clues to find themissing

1 Thethird month of the year (5)

2 The firstday of the weekend.(8)

3 The eleventh month (8)

4 ChristmasDayis 25th (8)

5 The middle dayofthe week (9) 6 A spring month inEurope (5) 7 The month between June and August.(4) 1 Ienjoythe theatre I often I never go on Saturday night 2 Heworks very late He always I rarely finishes beforemidnight 3 Guests alwaysarriveby car Theyoften I never arrive by tram 4 I love coffee.I always I neverhave it for breakfa 5 Guests never I oftenbookadjoining rooms for their children 6 My brotherlives intheUS I always / rarely seehim 7 Sometimes / Never I study and sometimes I alwc Imeet my friends 8 Reception staff always! never say Good morning toguests 9 The barisn’t busy.It often / never closes early 8 The day afterMonday (7) 9 The day beforeFriday.(8) 10 Theweekend starts on night!(6) 11 The only monthbeginning with the lettero (7) 12 New Year’sDay is 1st (7)

6 Make words from the lettersinitalics to complete thesentences 1 Can you meetme atemithcluril .ỉụĩiẹ.fy.ị f.!ĩ.e

2 I vreendrink alcohol

3 Weoftengo to Spain foralaydohi .

4 The new barspeno on Saturday

5 The restaurant is lufyl dekoob tonight

6 The tuscmoer wants atablebythe window

7 Theyrevesdinner from 7.00 to 10.00

8 We havea tellacnacion for tonight

9 My mayfil fivein Turkey

10 I’d like to make a tablenoitservare, please

Unit 4 Taking restaurant bookings ị 11

Giving polite explanations

1 Matchthe phrases to make politeexplanations

I’mafraid we don’t have anything left for

I’m sorry, the restaurant is

Unfortunately, we’refully booked at

I’m sorry, therearen’tanyparking spaces

I’mafraid we onlyhave abathroom

Unfortunately, we’re closed

I’m afraid the swimming pool

I’mafraid there aren’t any twin roomsleft

abcdef

s

h

in the car park,with ashower,closes at eight,full tonight, theweekend

Only doubles, the Christmas week,

on Mondays

Match therequests with the pictures

Then write an appropriate response

I’d like to go for a swim

Could Ibook a double room

for tonight?

Can 1speak to Nadine in

reservations, please?

I’d likeaparking space, please

Do you havea table for 9.30?

Could Ispeak to the manager? in a meeting

3 Rewrite theverbs in theshort form

1 I am I ’ m 6 you are not 11 we cannot

2 weare 7 here is 12 I cannot

4 they are 9 there isnot 14 he doesnot

5 he is not 10 there are not 15 we do not

12 Units Giving polite explanations

4 Complete thesentences usingthepositive or

negativeshort forms oftheverbs in brackets

1 It lịỉĩ.Ị (be) Friday today.It’s Saturday

2 She (do) work onSundays

She works Monday to Saturday

3 I’m afraidwe (do) haveany rooms left

for tonight

4 Ofcourse, guests (can) usethe

swimming pool today

5 The manager (be) in his office

He’son holiday this week

5 Readthe emailconfirminga customer’shotelreservation Then putthe sentencesin thecorrectorder

]] Elle Edit view Insert Format Tools Actioos Help

DearMrRusso

6 Here’syour key You (be) in room354

7 We (can)take table bookings for the

weekend We’refullon Saturdayand Sunday

8 I’m sorry, there (be)any adjoining

rooms left

I have reserved a parkingspace in the carpark for you,

Theroom has disabled facilities

Wearevery pleasedto confirm yourreservationfor a double room forthree nights from 2ndMarch

Thank you very muchfor your email

We look forwardto welcoming you to theOriental Palace

and bookeda table fortwo in therestaurantfor 7.30 as requested

a

bc

e

f

BestregardsLucy Tan Reservations

6 Complete thecrossword usingthe cluesbelow

ACROSS

1 Your phone on the move? (6,5)

3 The meal in the middle of the day (5)

5 Can ’ in formal, written English.(6,2)

6 Theopposite of refuse (6)

7 Saturday and Sunday (7)

9 A roomfor one (6,4)

10 Respond to a question (6)

11 An alternative to a shower.(4)

12 Cm afraid we’re full We don ’ t have

left for tonight.(8)

DOWN

1 Around 3 o’clock in theafternoon.(3-9)

2 Say no to arequest.(6)

4 When you aren’t openyo u’re (6)

6 The children are in the room (9)

8 We that weare unable to confirm your reservation (6)

Units Giving polite explanations 13

2 Completethe jumbleddialoguewith my, your, his, her, our, ortheir.

a Yes, we have ỵ.ỌỈ!ĩ1 .reservation, Mr Vassili Pleasecomplete this

registrationcard.Could I have 2passport?

b The fourth floor,OK

Thank you.We’d like tohavedinner inthe restaurant thisevening

Thereceptionist asksthe guest

Mywife is meeting 3 sisterhere

c Certainly.Carlos,pleasehelp Mr and MrsVassili

with 4luggage 5 room number is 436

d That’s right, sir Aparking space is reserved forthreedays The carpark

xb

The 6asks for hispassport

xb

attendantcanhelpyou 6 name’s Michael Andhere’s

7 key card 8 room number

is436.It’s on thefourthfloor

The receptionist givesthe guest his 7and room number

e Good evening My name’s Stavros Vassili

You have areservation for a double room for meand 9 wife,

f Here it is I alsomade a reservation fora parking space for

xb

The 8 helps theguest with his luggage

10car

g Yes,please Atablefor three

Can we have help with 11 luggage?

h CanI reserve you a table?

3 Now put the sentences in the dialogue in thecorrect order

1 |~ẽ~| 2 I I 3 I I 4 I I 5 I I 6 I I 7 I I 8

14 Unlt6 Receivingguests

5 Look atthe picture Thenread the sentences and underline true or false.

GROUND FLOOR

1 Theshopis opposite the exchange bureau trne/false

2 Thebar is next totherestaurant true/false

3 Thecafe is in the businesscentre true/false

4 The fitness centre is opposite therestaurant true/false

5 The information desk is behind reception true/false

6 The meeting roomis on theground floor true/false

7 The lifts are next to the shop true/false

8 The cloakroom isnext to the lounge true/false

9 Thehair salonisinthefitness centre true/false

10 The swimmingpool is onthegroundfloor true/false

6 Find ten more check-in phrases in the puzzle

You can readsome from left to right(—>), some

fromtop tobottom(Jz),andsome diagonally (71)

Serving in the bar

7

1 Underline the correctform

1 Would you like I Shall Ĩ ice and lemon?

2 Can Ỉ have / Would you like two largebeers,please?

3 Could I / Shall Ĩchargethisto yourroom?

4 Can /have/ Would you like your key card, please?

5 Would you like/ Could WEhavesparkling or still mineral water?

6 Shall I/ Could Ĩ havea drywhite wine and aMargarita?

7 Could I have / Would you like draught orbottled beer?

8 Can we have! Shall lour drinks inthegarden?

2 Match offers1-8withrequests a-h

1 d What can Igetyou? a Alarge one, please

2 Can [ have a large whisky, please b Sparkling orstill?

3 Would you like large orsmall? c Here itis

4 Could1have your roomnumber? d A glass ofredwine, please

5 Shall1 charge this to yourroom? e Would you like ice?

6 Would you like iceand lemon? f No,thanks I ’llpay cash

7 Can I have your key card? g It’s 22

8 Can 1 haveamineral water? h Just ice, please

3 Useadjectivestodescribe the drinks

Some adjectives can beused more than once

draught redstill

dry

single

1 wine dry

2 beer

4 Underline the odd one out

1 dry still sweet medium dry

2 soda tonic cocktail gingerale

3 beer brandy rum vodka

4 port gin sherry vermouth

5 Riesling Chablis Merlot wine

6 orange juice bacardi mineral water coke

7 Guinness Budweiser Margarita SanMiguel

8 sparkling large small double

3 spirits

4 water

16 Unit 7 Servingin the bar

5 Completethedialogues using the picture prompts.

1 BAR staff: What canI get you?

CUSTOMER- O ne large b eer > and a vodka and tonic 1 please

BAR staff: Wouldyou like 2 in the vodka?

customer: Yes, please Howmuch isthat?

BAR staff: 3 euros,please

2 BAR staff: Good evening What can Igetyou?

customer: 4, please

BAR staff: Wouldyou like 5?

customer: Dry,please

BARstaff: And would you like 6?

customer: alargeone,please Howmuch isthat?

BAR staff: 7euros, please

3 BAR staff: What wouldyou like to drink?

customer: 8, please

BAR staff: Would you like 9?

customer: Still,please

BARstaff: And 10?

customer: Just asingle, please Howmuch isthat?

BARstaff: 11 euros,please

Afortifiedwine (8)It’s usually made in a shaker (8)

A fruit drink (6,5)Thespiritin a Margarita (7)San Miguel isatype of (4)

Afortifiedwine from Spain (6)

A spiritfrom the Caribbean (3)

Unit 7 Serving inthe bar 17

8 Instructions

1 Use each,word once to make cocktail ingredients andequipment

lemon sugar ice sauce olive

juice spoon shaker cubes

1 lime 4 ice 7 slice of

2 bar 5 green 8 Worcester

3 cocktail 6 crushed 9 caster

2 Putthe instructionsfor making aCubaLibreinthe correct order

Then pour in 1 measureof light rum

Next,garnishwithaslice oflime

Thenfill the glass withcola

First, fill ahighball glass with ice

Finally, serve with astraw

Next, add the juice ofhalf alime and stir well

3 Underline the correct verb

1 Mix J Squeeze the liquids withabar spoon

2 Stir/ Squeeze some fresh lemonjuice

3 Shake/Strainthe liquid into a glass

4 Fill / Shake thecocktail shaker with crushed ice

5 Add! Serve l’/2 measuresoftequila

6 Squeeze / Pour the cocktail into a glass

7 Serve! Chillwith astraw

8 Strain/ Stirwitha barspoon

9 Shake/ Pour well to chill the liquids

10 Stir I Garnishwith a cherry

4 Match a phrase fromeach column tomakecocktail ingredients

2 the juice of b of sweet vermouth

5 Readtheingredients and look

at the pictures Then writethe

6 Complete thecrossword using theclues below

4 It chills yourdrink (7,3)

6 You can a cocktail with cherries, olives, and lemon (7)

7 Arum-based cocktail.(4,5)

9 Finally, stir with a (3,5)

10 Whisky, vermouth, and bitters makea (9)

11 The liquidof a small green citrusfruit (4,5)

9 Taking a food order

1 Make words from the lettersin 2

italics to complete the menu

Starter menu

basil andatotmol soup

tomato

ị* rednonio1tart

shorn urom* pâté

Í* ku cd's 4 liver pâté

ị* slemou5 marinière

goat’s cheesedasal6

Name thefood items and addthemto one of themenus

Some items areon two menus

Light lunch menu

8

—

Dinner menu

91011

-12 —

3 Find five more mistakes and correct them

Tick (✓)the correct sentences

1 Would you like to ordertheaperitif?

2 I’d like a Daiquiri, please

3 Would you like to see the dessert menu?

4 I’d like to book the table for five on Saturday evening

5 What’sa soup of the day?

6 We’d like a beer and two Cokes,please

7 Would you like to seeawine list?

8 I’d like an eggsandwich andthepot of tea, please

9 I’llhavehalfthebottle of Merlot, please

10 Would you like a double ora twin room?

4 Labelthe words: c for countable nouns,ufor uncountable nouns,and c/ Ưfor nouns that

can beboth

tea glass ofwinewater double whiskystarter coffee

toast moneyaperitif cocktail

5 Make questions and answers using fl/an orsome.

1 Would you /wine?

Justglass I Chablis

2 Wouldyou Iaperitif?

Yes Igin and tonic

3 Can 11 change / money here?

Yes There’s I exchange bureau / lobby

4 Could weI mineralwater?

Would you Ilarge bottle Ismall bottle?

5 Could 11 sandwich I orange juice?

WouldyouI ice I your orangejuice?

6 Could you / call I taxi?

Certainly.Would you/ help /luggage?

Would you like some wine?

Just a glass of Chablis.

6 Put thesentences in the dialogue in the correct order

a waiter: Here’s your table CanItake yourcoats?

b man: Yes I’d like a whisky sour and my wife wouldlike a vodkaand tonic

c waiter: Brezina Tablefortwo at 8 o’clock

Come this way and I’ll show you to yourtable

e waiter: Here’s themenuandwine list Would you like an aperitif?

g waiter: Whisky sour, vodkaandtonic Fine

And thesoupof the day is French onion

h man: Good evening We booked a table for two

The nameis Brezina

i 1 waiter: Good evening

7 Find ten more meat and fish wordsin the

puzzle You can read somefrom leftto

right (-», somefromtop to bottom (Ỷ),

and somediagonally (71)

G

I

X

p c

N XK

M XƯXEo

Unit 9 Taking afood order 21

10 Desserts and cheese

1 Match aword in eachcolumn to makepopular desserts

8 French apple h sorbet

2 Read the sentences and underline true orfalse

1 Cheddar isa hard cheesefromBritain trtve/false

2 Roquefort is ablue cheese fromItaly true/false

3 Manchego is a softcheese fromSpain true/false

4 Dolcelatteisasoft blue cheesefrom Italy true/false

5 Gouda is a hard cheesefrom theNetherlands true/false

6 Danish blue isa hard cheese from Denmark true/false

7 Gruyère is a hard cheese from France true/false

8 Mozzarella isa soft cheese from Italy true/false

9 CamembertandBrieare soft cheeses from France true/false

10 Parmesan is a soft cheese from Italy true/false

3 Label the countries 1-10 onthe map of the world

22 UnitlO Dessertsand cheese

4 Completethe tableof countries, nationalities,

and languages

5 Completethe dialogue usingSO me orany.

MAN: Do you have 1 ice cream?

Country Nationality Language STAFF: Yes There’s vanilla, chocolate, and strawberry.Brazil Brazilian Portuguese man: I’d like * *2 * chocolate and vanilla,

4 left 5 fresh fruit

Morocco Arabic staff: Would you like 6 more wine?

Spain

your dessert?

The United States American man: I don’t want 8, thanks Kate?

woman: An espresso,please

6 Use the cluesto find the missing dessert

A smallblack fruit (12)

Ablue cheese from Denmark (6,4)

A hard Spanish cheese (8)

The flavour ofwhite icecream (7)

A small, soft,red fruit (9)

A popular American/British dessert (5,3)

A soft cheese from France.(9)

Thecheeseused on pizzas (10)

Freshfruit dessert.(5,5)

A gooddessertfor a hot day (3,5)

11 Talking about wine

1 Match adjectives 1-8withtheữopposites a-h

2 Put the words in the correct order

1 ItalianIlight /wineI Frascati /is/a /white

Frascati is a light Italian white wine.

2 dry/ is/ white / Pinot / Grigio / wine / a

3 Champagne / Cava / and / sparkling /wines/ axe

4 wine/non-sparkling/is/a/Riesling

5 Portugal/ from / Port / wine / is /a/fortified

6 red /full-bodied/is/a/ Merlot / wine

7 smooth /St Emilion / wine /is / a / Bordeaux

8 white / is /a/ German / Riesling / wine

3 Complete the table withthe comparative forms oftheadjectives

Adjective Comparative

cheap cheaper

expensive more expensive

drysweet smooth roughgood badfull-bodiedlightfamous

24 Unit 11 Talking about wine

4 Compare thedifferentwines using -er than, more than, andnot as as.

1 French Merlot/ expensive /Chilean Merlot

French Merlot is more expensive than Chilean Merlot.

2 Champagne/famous/Cava and Sekt

3 Sauvignon Blanc/sweet / Pinot Grigio

4 St Emilion / smooth /a cheap Bordeaux wine

5 Sauvignon Blanc/dry/Chardonnay

6 Chardonnay / not light / Frascati

7 Other sparklingwines /notexpensive/ Champagne

8 ABordeaux wine / full-bodied/ a young Beaujolais

9 A good claret /good/acheap red wine

5 Answer the questionsusing themap 1 Where does port come from?

Port comes from the north of Portu gal.

2 Where is sherry produced?

3 Where isthe Riojaregion?

4 Where is Bordeaux produced?

5 Where does Beaujolaiscome from?

6 Where is theBurgundywineregion?

7 WhereisChampagneproduced?

8 Wheredoes Riesling come from?

9 Where isthe Chianti region?

10 Whereis Frascati produced?

6 Complete the crossword usingtheclues below

ACROSS

2 A restaurant’swine selection (4,4)

4 This wine tastes bad Perhaps it's

(6)

5 St Emilton is a wine (8)

7 The countrywhere Chianti and Frascati

6 Apieceof paper attached to a wine bottle,

with informationabout it (5)

10 Youserve red wine at

temperature (4)

Unit 11 Talking about wine 25

12 Dealing with requests

1 Use Could I/ Couldweto make requests fromthepictures

Thenunderlinethe correct form in the response

I GUEST' Could you order a tax i for room 234, please?

staff: ru orderone/somestraightaway

staff; I’llgetyouone! some.

2 Make responses to the sentenceswith FUget some!one!another/some more.

1 Wedon’t haveanybread left,

/’//get somemore.

2 Table6doesn’t haveany menus

6 My knife is dirty

7 Excuse me Themilk is nearly finished

3 This bottleof mineral water is warm 8 Can Iseethedessertmenu?

4 There isn’t any salt ontable11 9 Table 3 would like extra toast.

5 Some cheese wouldbenice 10 Mrs Kruger wants a pen forthe bill

26 Unit 12 Dealing with requests

3 Put the sentences in the telephonedialogue in the correct order.

a reception: I’ll askhousekeeping to get you some more

./

/■

b

— guest: We’d like abottle ofmineral water, twoglasses, and aselection of

vegetarian sandwiches Thank youvery much

c reception: In304?I’m very sorry.I’ll speak tothem straightaway

d guest: Thankyou One last thing Can [order drinks and sandwiches from you?

e Ỉ reception: Reception Howcan I help you?

f

— guest: OK, I’ll wait for housekeeping before I take a shower

Also, I’m sorry to complainbut the people in304are ver}' noisy

g reception: Certainly I’ll sendsometoiletries up to your room

h guest: Thank you Andour bathroom towelsare very wet

i reception: If yougiveme your order,I’ll pass iton to room service

i

— guest: Hello.It’sMrs Beneto inroom303 Can wehave somemore soap

and shower gel, please?

4 Completethe words

THE CUSTOMER CARE CODE

■ AlwaysIV I C 0 Me

customers with a smile.

* 1

■ A s e 2 the phone quickly.

■ Apo o i e3 for any delay in

5 Findeleven moreuncountable nouns in the puzzle You canread some from left to right(->),some from top to bottom (Ỷ )>and some diagonally (71)XRIXTOELEXSA

XKAXIZIEXOLK

G o s(w A T E r ) I M X BTRAEXUNTXEF E XALUGGAGEWOX

answering the phone.

■ Always be p I t 4 and

f i n ly5.

■ Use the customer’s n m 6 when

you talk to them.

a Takespe I I7 care of people

with particular needs.

a Bep t e t8andh I ful9.

a Don’t keep people w i ing10long.

■ o at waiting guests 11

Unit 12 Dealingwith requests I

a thinslices ofwhite bread, raspberries, andsugar

b chilli, tomatoes, garlic,basil, pine nuts,and pasta

c egg whites, and icing sugar

d tarragon, shallots, vinegar, drywhite wine, egg yolks, butter,andsalt and pepper

e layers ofrice, onions,mushrooms, salmon,andhard-boiled eggsin puffpastry

f egg yolks, lemon juice, butter, and salt and pepper

g half a lobster,king prawns,scallops,and mussels

2 Answer the questions usingthe prompts

1 What isice creammade from?

• cream/eggs/sugar

6 What vegetables doesthevegetarian bake contain?

• aubergines/tomatoes/onions/broccoli/mushrooms

It ’ s made from cream, eggs, and sugar.

2 What does a continental breakfast consist of? 7 What arepancakesmadefrom?

• fruitjuice/croissant orbread/jam/butter/coffee • eggs/milk/flour

3 What does themixed seafood dish contain? 8 What does the chef’ssalad consist of?

• lobster/prawns/scallops/mussels • green salad/tuna/olives/tomatoes

4 What does a Margarita consist of? 9 What’sthesalad dressingmade from?

• tequila/triplesec/limeandlemon juice/ice • olive oil/wine vinegar/mustard

5 What is summer pudding made from? 10 What does the penne arrabiataconsist of?

• bread strips/raspberries/sugar • pasta/chilli/tomatoes/garlic/basil/pine nuts

1

2

28 Unit 13 Describingdishes

Removethe crusts from somethin slices of white bread

The crusts are removed from some thin slices o white bread.

Cut each slice into three or four pieces

3 Put some of the bread stripsaround apuddingbowl.

4 Stew theraspberriesin the sugar for afew minutes

5 Add the fruit and some of the juice to the pudding bowl

6 Cover thefruit withmore bread strips

7 Pour overthe remaining juice

8 Put aweightontopof the bowl and place it in the refrigerator

4 Rewrite the Passive sentences as instructions forhow tolay a place setting

1 A clean tablecloth is put onthe table

Put a clean tablecloth on the table.

2 A knife and fork are put inthe plateposition

3 A napkin is folded and placed on a side plate

4 A dessertspoon and fork are brought with the dessertmenu

5 A wine glass is placedabovethesoup spoon position

6 Saltand pepper are put in thecentre of thetable

7 A flower arrangementand acandle areplaced by thesalt and pepper

5 Use the dues to find themissing wine, perfect with seafood

7 Another piece of cutlery for eatingfish (4,5)

8 A popular royal shellfish for starters and maincourses (4,5)

9 Asauce often served with cod (6)

14 Dealing with complaints

1 Match thepictures with

2 Completethe complaints withthe bestanswer

1 You’ve given US the rooms Weasked for adjoining doubles I

a bad b right c wrong d good

2 Sorry,thisbreadis really

a stale b fresh c good d flat

3 This is room 409.Ourbathroom isabsolutely

a unmade b filthy c dirty ddusty

4 These vegetables are really They have no taste at all

a new b vinegary c cold dtasteless

5 Excuseme I can’t eat this soup -it’stoo

a warm b tasteless c salty d flat

6 Are you the reception manager? One of yourstaff was very

to me today

a rude b friendly c bad d dirty

7 TheTV in ourroomis

a dust}' b full c broken d torn

8 This meat isso that it’s difficult to cut

a tasteless b tough c cold d stale

9 Our roomis very because of the street traffic.We can’tsleep I

10 Thiswine tastes I think it’s corked

a vinegary b salty c tasteless d flat

3 Matchresponses a-j with the complaints in exercise 2

a

b

c

d ef

g h

i j

3 I’m very sorry I’llspeak to housekeeping straight away

I’msorry.I’ll speaktothewinewaiter who will replace it foryou.I’m sorry CanÍ get you a salad instead?

I’m sorry I’llchange themstraightaway

I’ll askmaintenancetosortit out for you immediately

I’m sorry Wouldyou like to chooseanother soup?

I’msorry I’llgetyou some fresh bread

1 can move youto a room at thebackof the hotel

I do apologize.I’ll speak to the person concerned

I’m sorry I’ll speak to thechef.Would you likesomething else?

30 UnltlA Dealingwith complaints

4 Completethe sentenceswith the verbsin the

Past Simple tense,

1 They ordered (order) a bottleof red wine

2 The waitress (open)thebottleof

champagne

3 The waiter (take) theirorder

4 Theguests (arrive) at 10p.m

5 The restaurantmanager (speak) tothe

chefaboutthecomplaint

6 The manager (lookinto) the complaint

about his staff

7 The receptionist (smile) at

thenew guests

8 Theguests (leave) afterbreakfast

9 The guest (give) the waiter her key card

10 They (reserve)atable for dinner

at 8 p.m

11 They (meet)their friends after work

12 The bar server (shake)thecocktail

to change the room forUS butI insisted

1 6 a table for dinner when

1 7 our room reservationbut we 8 morethan half an hour for atable Thewaiter 9 ourorderand we then wattedanotherthirty minutes for our food The foodwas not good The meat 10 tough and thevegetableswatery and overcooked 1 11 to the waiterand then 1 12 withtherestaurant manager,who was unsympathetic

I remain anunhappy customer

7 Meatthat is difficult to eat (5)

11 Wine thatistooold.(8)

12 Toomuch salt (5)

13 Toomuch HiO (6)

14 The oppositeof polite.(4)DOWN

1 Cooked fortoo long (10)

2 Covered in dust (5)

3 Green beans can be like this (7)

5 Champagnewith no sparkle (4)

8 Another word forloud (5)

9 Not working.(6)

10 Certainly not fresh (5)

Unit 14 Dealingwith complaints 31

15 Jobs and workplaces

1 Look atthepictures Then complete the

sentences with jobs, andresponsible to or

13 theheadchef

14 Theyarethe sous ,the chef, thechef

de partie, three (é.„ chefs, and two kitchen

2 Match the jobs withthe responsibilities

JOB RESPONSIBILITY

1 c reception manager a menus and the kitchen

2 restaurant manager b luggage

3 housekeeper c front office

4 head chef d guests’ questions andrequests

5 cashier e baking bread andcroissants

6 receptionist f bedrooms and linen

7 reservations clerk g helping the souschef

8 porter h the restaurant staff rotas

9 room attendants i reservationsbyphones andemail

10 pastry chef j moneyandbills

11 commis chef k preparing vegetables

12 kitchen porter 1 cleaningrooms and makingbeds

32 I Unit 15 jobsand workplaces