Highly recommended english for the hotel and catering industry workbook

Bạn đang xem bản rút gọn của tài liệu. Xem và tải ngay bản đầy đủ của tài liệu tại đây (15.33 MB, 65 trang )

Trang 3<div class="page_container" data-page="3">

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

Oxford New York

Auckland Cape Town Dar es Salaam Hong Kong Karachi Kuala Lumpur Madrid Melbourne Mexico City Nairobi New Delhi Shanghai Taipei Toronto

With offices in

Argentina Austria Brazil Chile Czech Republic France Greece Guatemala Hungary Italy Japan Poland Portugal Singapore South Korea Switzerland Thailand Turkey Ukraine Vietnam

OXFORD and OXFORD ENGLISH are registered trade marks of Oxford University Press in the UK and in certain other countries

© Oxford University Press 2004

The moral rights of the author have been assertedDatabase right Oxford University Press (maker)First published 2004

2009 2008 2007

10 9 8 7 6 5

No unauthorized photocopying

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, without the prior permission in writing of Oxford University Press, or as expressly permitted by law, or under terms agreed with the appropriate reprographics rights organization. Enquiries concerning reproduction outside the scope of the above should be sent to the ELT Rights Department, Oxford University Press, at the address above

You must not circulate this book in any other binding or cover and you must impose this same condition on any acquirer

Any websites referred to in this publication are in the public domain and their addresses are provided by Oxford University Press for information only. Oxford University Press disclaims any responsibility for the content

ISBN-13: 978 0194574655

Printed in China

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)

</div>Trang 4<div class="page_container" data-page="4">

22Facilities for the business traveller 46

</div>Trang 5<div class="page_container" data-page="5">

Taking phone calls

2

Use each verb oncetocompletethe sentences.

1

Use the clues to find the missing word.

speak book reserve connect 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 parking

space for tomorrow? for tomorrow night.

9 Can I...your name, please?

3

Underline the correct form. 1 Can!II'd like takea message? 2 Could!/ I’dlike haveyourname? 3 Could 11 I’d like tomake a

room 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 11I’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 the

manager, please?

4 Unit 1 Taking phone calls

</div>Trang 6<div class="page_container" data-page="6">

2Giving 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... 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?, Thereis/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?

</div>Trang 7<div class="page_container" data-page="7">

4

Match phrases 1-10with facilities a-j. In ahotel, where would you...?

5

Correctthemistakes in italicsinthe text abouta restaurant.

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 of the tower.

6

Matchthe numbers in the pictures with thewords.

threehundred ...9.9.9... twenty

</div>Trang 8<div class="page_container" data-page="8">

3Taking room reservations1

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.

] Doesthe hotelhave arestaurant?

2 ...

8 Units Taking room reservations

</div>Trang 9<div class="page_container" data-page="9">

4

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

HOTEL: FELIZ

Informationfor ourguests

• 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.

12 • ... 13July andAugust,

theswimming pool is open... 14 8.00...15 20.00.

• We regret there is nolaundry service Sundays.

5

Rewrite theemailusing the full form of the abbreviations.

File Edit View Insert Format Tools Actions Help

Re your request for six doubleroomsin August. Pis cfm in writing with datesasap.

</div>Trang 10<div class="page_container" data-page="10">

4Taking 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

onthe 23rdof June.

2 Hisfather’sbirthdayis

3 His brother, Alan,arrives in Manchester

4 They start theirholiday

5 They finish their holiday

Tuesday Jodyy — holiday Thursday July 1G — house,

SaturdayJuly 1S - start at newjob

MondayJuly zo- oyeninj niyht

Friday July Z4 -yay day

1 Where /Steve/ work?

Where doesStevework? 6 Steve startshis new job

when /restaurant/ open?

open/ Tuesday /Sunday

Whattime/ open / lunch?

start /10.30

7 The newrestaurantopens When / restaurant /close?

close / midnight

8 His first pay dayis...

When/ waiters /finishwork?

finish work/two in the morning open / 12.00

10 Unit 4 Taking restaurant bookings

</div>Trang 11<div class="page_container" data-page="11">

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 oftenI never go on Saturday night. 2 Heworks very late. He always Irarely finishes beforemidnight. 3 Guests alwaysarriveby car. Theyoften I never arrive by tram. 4 I love coffee.I alwaysI neverhave it for breakfa 5 Guests neverIoftenbookadjoining 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 Goodmorning 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

</div>Trang 12<div class="page_container" data-page="12">

Giving polite explanations1

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.

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’m6 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

</div>Trang 13<div class="page_container" data-page="13">

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’shotel

reservation. Then putthe sentencesin thecorrectorder.

]] Elle Edit view Insert Format Tools Actioos Help

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 car park for you,

Theroom has disabled facilities. Wearevery pleasedto confirm your reservationfor a double room for three nights from 2ndMarch. Thank you very muchfor your email. We look forwardto welcoming you to the

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’refull. We don’t have...

left for tonight.(8)

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...thatweareunable to confirm

your reservation. (6)

Units Giving polite explanations 13

</div>Trang 14<div class="page_container" data-page="14">

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 to fillinthe...

Theguest... 5 the card including hishome address. 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

The...6asks for his passport.

attendantcanhelpyou... 6 name’s Michael. Andhere’s ...7 key card...8 room number

is436.It’s on thefourthfloor.

The receptionist givesthe guest his...7 and 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

The...8 helps the guest 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

</div>Trang 15<div class="page_container" data-page="15">

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).

</div>Trang 16<div class="page_container" data-page="16">

Servingin the bar

1

Underline the correctform.

1 Wouldyou like IShall Ĩ ice and lemon?

2 Can Ỉ have/ Would you like two largebeers,please? 3 Could I/ ShallĨchargethisto yourroom?

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

5 Would you like/ Could WEhavesparkling or still mineral water? 6 Shall I/CouldĨ havea drywhite wine and aMargarita? 7 Could I have / Wouldyou like draught orbottled beer? 8 Can wehave! 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.

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

</div>Trang 17<div class="page_container" data-page="17">

5

Completethedialogues using the picture prompts.

1 BAR staff: What canI get you?

CUSTOMER- One large beer> and avodka 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) Acolourlessspirit. (5)

A good mixer with brandy or whisky. (6,3) Drink it dry,mediumdry, or sweet. (5,4) Alemonsoftdrink. (8)

Gin and... (5) Afortifiedwine from Spain. (6) A spiritfrom the Caribbean. (3)

Unit 7 Serving inthe bar 17

</div>Trang 18<div class="page_container" data-page="18">

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 StirIGarnishwith a cherry.

4

Match a phrase fromeach column tomake cocktail ingredients.

2 the juice of b of sweet vermouth

</div>Trang 19<div class="page_container" data-page="19">

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)

</div>Trang 20<div class="page_container" data-page="20">

9Takinga foodorder

1

Make words from the lettersin

2

italics to complete the menu.

Starter menu

basil andatotmol soup

ị* rednonio1tart

shorn urom* pâté

Í*. ku cd's 4 liver pâté

ị* slemou5 marinière

goat’s cheesedasal6

Name thefood items and add themto one of themenus. Some items areon two menus.

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 ofwine water double whisky

</div>Trang 21<div class="page_container" data-page="21">

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).

</div>Trang 22<div class="page_container" data-page="22">

10Desserts andcheese

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

</div>Trang 23<div class="page_container" data-page="23">

4

Completethe tableof countries, nationalities, and languages.

5

Completethe dialogue usingSO me orany.

MAN: Do you have... ...1 ice cream?

CountryNationalityLanguage STAFF: Yes. There’s vanilla, chocolate, and strawberry. Brazil BrazilianPortuguese man: I’d like...* *2 * chocolate and vanilla,

...4 left. ....5 fresh fruit

Morocco Arabic staff: Would you like... ....6 more wine?

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)

</div>Trang 24<div class="page_container" data-page="24">

11Talking about wine1

Match adjectives 1-8withtheữopposites a-h.

2

Put the words in the correct order.

1 ItalianIlight /wineI Frascati /is/a /white

Frascatiis a light Italianwhite 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.

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 ismoreexpensive 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

</div>Trang 25<div class="page_container" data-page="25">

5

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

Port comes from the north of Portugal.

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.

2 A restaurant’swine selection. (4,4)

4 Thiswinetastesbad. Perhapsit's

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

</div>Trang 26<div class="page_container" data-page="26">

12Dealing with requests

1

Use Could I/Couldweto make requests fromthepictures. Thenunderlinethe correct form in the response.

I GUEST' Could youorder a taxi 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

</div>Trang 27<div class="page_container" data-page="27">

3

Put the sentences in the telephonedialogue in the correct order. a reception: I’ll askhousekeeping to get you some more.

.//■

— 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?

— 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..0Me

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)

answering the phone.■ Always be p... I...t.... 4 and

f... i...n...ly5.

■ Use the customer’s n... m...6 whenyou talk to them.

a Takespe... I...I7 care of peoplewith particular needs.

a Don’t keep people w i ing10long.■ o... at waiting guests.11

Unit 12 Dealingwith requests I

</div>Trang 28<div class="page_container" data-page="28">

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 madefromcream, 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

28 Unit 13 Describingdishes

Removethe crusts from somethin slices of white bread.

The crusts areremovedfromsome thin slices o white bread.

Cut each slice into three or four pieces.

</div>Trang 29<div class="page_container" data-page="29">

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.

4 Agoodlightsauce for fish. (11)

5,6 This fish dish is usually served as astarter. (6,6) 7 Another piece of cutlery for eatingfish. (4,5) 8 A popular royal shellfish for starters and main

courses. (4,5)

9 Asauce often served with cod. (6)

</div>Trang 30<div class="page_container" data-page="30">

14Dealing with complaints1

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.

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

</div>Trang 31<div class="page_container" data-page="31">

4

Completethe sentenceswith the verbsin the Past Simple tense,

1 They...ordered...(order) a bottleof red wine. 2 The waitress...(open)thebottleof

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

5

Complete theletter with theverbs in the Past Simple tense.

give receive not be not want book be wait speak take arrive make complain

Dear Sir/Madam

I would tike to complain aboutthe recent poor service which I.... ...1 at your hotel.

When we...2 on Saturday afternoon, our room...3ready forUS. Then the receptionist... 4 US the wrong room withouta balconyorshower. She...5 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 watted anotherthirty minutes for our food. The foodwas not good. The meat... 10 tough and thevegetables watery and overcooked. 1...11 to the waiter and 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)

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

</div>Trang 32<div class="page_container" data-page="32">

15Jobs and workplaces

1

Look atthepictures. Then complete the sentences with jobs, andresponsible to or

sous pastry chefde commis kitcherchef chef partie chefs (3) porters (

13 ... theheadchef. 14 Theyarethe sous

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

2

Match the jobs withthe responsibilities.

JOBRESPONSIBILITY 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

</div>

Highly recommended english for the hotel and catering industry workbook

<b>Taking phone calls</b>

<b>2 </b>

<b>1 </b>

<b>3 </b>

<b>2Giving information</b>

<b>1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>6 </b>

<b>3Taking room reservations1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

HOTEL: FELIZ

<b>Informationfor ourguests</b>

<b>6 </b>

<b>5 </b>

<b>4Taking restaurant bookings</b>

<b>1 </b>

<b>3</b>

<b>2 </b>

<b>4 </b>

<b>6 </b>

<b>Giving polite explanations1 </b>

<b>3 </b>

<b>4 </b>

<i>lịỉĩ.Ị...</i>

<b>5</b>

<b>2 </b>

<b>3 </b>

<b>5 </b>

<b>6 </b>

<b>Servingin the bar</b>

<b>1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>9Takinga foodorder</b>

<b>1 </b>

<b>2 </b>

<i>Starter menu</i>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>6 </b>

<b>7 </b>

<b>10Desserts andcheese</b>

<b>1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>11Talking about wine1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>6 </b>

<b>12Dealing with requests</b>

<b>1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>

<b>5 </b>

<b>2 </b>

<b>4 </b>

<b>5 </b>

<b>14Dealing with complaints1 </b>

<b>2 </b>

<b>3 </b>

<b>4 </b>