English For Tourism Unit 1 Tourist Infor
English For Tourism Unit 1 Tourist Infor
English For Tourism Unit 1 Tourist Infor
Tourist Information
Section 1
Language Focus
Vocabulary
a. Tourist Attractions
a. Fishing g. Skating
b. Swimming h. Hiking
c. Bird watching i. Horse riding
d. Kayaking j. Playing golf
e. Scuba diving k. Sailing
f. Skiing l. Biking
2. Listen to some tourists telephoning a tourist information center in Sydney. What are
they looking for? Complete the table.
The relationship between the two nouns can be of many kinds, including:
Place: mountain slopes, city center
Time: summer holiday, weekend break
Function: golf course, swimming pool
Material: paper bag, iron bridge, stone cathedral
Practice
1. Match the nouns in A and B.
A B
Theme City
Tour Sports
Shopping Trip
Boat Park
Water Guide
Capital Mall
Practice
Pairwork: Student A: You have 2 days off work. You want to go somewhere
relaxing this weekend. Go to a tourist information center to ask for some information
for your trip.
Student B: A customer comes and asks you some information for his/her trip. Give
him/her some suggestions about where to go and what to do.
1. Pre-reading
a. Where did you spend your last vacation? What did you do there? Which places
did you visit?
b. Where did you get information about that trip? (From your relatives? Friends?
Coworkers? Internet?)
c. Do you feel satisfied with the information you got? Why?
2. Reading
One of Mr. Carter's most important jobs is that of public relations director. The
purpose of this job is to establish a good attitude toward his country among the public
(people) of the origin country. As part of this job, he supervises the writing and
distribution of press releases (news stories) for the media. Media refers to all the ways
of spreading information, such as newspapers, radio, television, and other means of
communication. Media is a plural word, meaning it refers to all these means. Radio is
a medium of communication; it is one of the media used for advertising. Public
relations people place special news stories in the media to help build interest in the
destination country. Advertisements in the media, paid for by the tourism department,
also help establish interest.
Information offices also give tourists and immigrants helpful information. The
clerks give them any necessary documents or visas that may be required for entrance.
The staff can also tell them about different laws and regulations in the destination
country.
Mr. Carter and his staff also work with businesses and industries that might be
interested in either moving to or doing business with the destination country. Mr.
Carter's country wants foreign industries to come and help build industry there. The
country is also interested in exporting some of its products. In turn, the country is
anxious to get the best prices on products imported from other countries.
Wherever they go and whatever they do, the information staff members
represent their country. "We are the face of our country to the rest of the world," Mr.
Carter says. "Before they know anything about our country, people form their
impressions and attitudes about it from the things we do and say."
(Adapted from English for the Travel Industry
by Benedict Kruse and Bettijune Kruse,1982)
1. The country from which the tourist comes is called the _______ country.
a. destination c. vacation
b. origin d. native
5. Newspapers, magazines, and books are print _______ that spread information.
a. medium c. brochures
b. media d. advertisements
4. Speaking
1. What are some famous places and activities for tourists in the Mekong Delta?
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• The present simple can be used for a program or regular schedule which is
When referring to the future itinerary, we can use a wide range of tenses.
unlikely to change.
Practice
1. Work in pairs, one as a travel agent, the other as a tourist. Ask and answer questions
about this day trip from London to Oxford.
Day 2 Bangkok
You are free to 1………………… in your hotel or 2………………… the city.
Day 3 Bangkok
After visiting the 3………………… in the morning, we spend the afternoon touring
the Grand Palace and watching the display of Thai 4………………… In the evening,
we take the overnight 5………………… to Nakorn Sri Thammarat.
1. Pre-reading
a. What means of transport do you like for a short journey? for a long journey?
Why?
b. What are some of the most popular means of transport available in Can Tho
that tourists can use?
2. Reading
16 DAYS
The trip: An Exciting journey through the
festinating kingdoms of Cambodia and Laos by
boat, train, and bus. A busy trip, but with lots of
time for shopping, relaxing and exploring.
ITINERARY
Day 1 Depar t Heat hr ow Airport Day 1 0 Free day t o w ander around peaceful Vang
Day 2 Arrive Bangkok Vieng, or t ak e a walk and explore t he
spect acular lim est one caves or t he
Day 3 Visit t he Grand Palace, t he t ake t rain t o surrounding hills.
Aranyaprat het .
Day 1 1 Driv e t o Luang Prabang, a world herit age
Day 4 Cross t he border by t rain t o t he old t own sight .
of Bat t am bang in Cam odia; explore in
Day 1 2 Early m or ning clim b of Mount Phousi t o see
t he aft ernoon.
t he sunr ise; r est of t he day free t o v isit t he
Day 5 Take boat dow n river t o Tonle Sap, t hen wat erfalls or sim ply relax .
a short bus j ourney t o Siem Reap; Day 1 3 Speedboat t r ip t o Pak Beng, st opping off at
aft ernoon sight seeing in Bant eay Srei.
t he Pak Ou cav es.
Day 6 A day t o explor e t he am azing t em ples of Day 1 4 Anot her boat t rip t o t he border t own Huay
Angkor, including t he Bayon, Angkor
Xai and cross t he Mekong back int o
Wat , Angkor Thom , and count less
Thailand.
Day 7 ot her s.
Day 1 5 Fly t o Bangkok in t he m orning. Night flight
Early m or ning boat ride t o Phnom Penh;
t o London.
aft ernoon v isit ing t he Royal Palace and
Silv er Pagoda. Day 1 6 Arrive Heat hrow Airport .
Day 8
Day 9 Fly t o Vient iane, t he capit al of Laos.
Morning t our of Vient iane; aft ernoon bus
j ourney t o Vang Vieng past rice paddies
and t hrough dense forest s.
Discovering the Mekong Delta is an unforgettable experience for you. Paddy fields,
orchards and small hamlets will be in your view along your way down the Mekong
Delta. Come and join us.
Day 1
Day 2
Day 3
Day 4
Asking questions
In formal situations it is more polite to ask questions indirectly, especially at the
beginning of a conversation. For example, it can be better to use an indirect form such
as Could you tell me when you were born? rather than When were you born?
PRACTICE
1. Listening
a. Discuss the following questions.
1. When you stay in a hotel, what kind of room do you prefer?
2. Do you like to have meals at the hotel or go to local restaurant when you’re
on holiday? Why?
Client name 1. 2.
Contact phone
number
Booking reference
(Adapted from a listening exercise in Going International, 1998)
c. Speaking
You will be given a list of the tours You want to have for a vacation. Ask
with specific details. A customer will for information about the tour you like
come and ask you about the tour which and book it.
he/she is interested in. Try to sell
him/her a tour. Then, take the booking.
1. Pre-reading
Which of the following things is better for a tourist to explore Can Tho City, buying a
package tour or organizing a tour himself?
2. Reading
LOCAL TOURS
Tours, or trips, to places within a city or country are known as local tours. Local
tours can be of two types. First, there are one-day trips around a city or area. Second,
there are local tours that can take from two days to a full week and can include an
entire country.
Local tours are arranged by tour packagers. Sometimes the packager is also a
tour operator and provides the equipment and the guides for the tours. The packagers
make up the itinerary, which is the schedule or listing of the places to be visited, and
prepay (pay in advance) for any admission fees that may be charged. An admission fee
is the charge to enter a place. It is usually prepaid on tours. If the tourists will stay
overnight, the packager also arranges for hotel accommodations. Sometimes meals as
well are included in local tour packages.
Tourists can arrange for local tours in two ways. They can reserve space on
tours as part of a package they buy from their travel agent at home. In this case, all
reservations are made before the tourists leave their own country. The arrangements
are set before they arrive at the destination country.
The second way tourists can arrange for local tours is to have a travel agent
make arrangements once they get to the destination country. Some tourists like to
make plans and reservations for local tours after they have arrived and learned more
about what they might like to see. They prefer not to have every day of their vacation
planned ahead.
(Adapted from English for the Travel Industry
by Benedict Kruse and Bettijune Kruse, 1982)
b. Why do some tourists prefer to make local tour reservations after they arrive in the
destination country?
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
English for Tourism page 15
3. Vocabulary
1. One-day trips around a city and longer trips within one country are known as
_______.
a. package tours c. local tours
b. vacation trips d. seeing sights
3. Some places, such as museums or historic homes, charge _______ for people to
enter.
a. tour fees c. operating fees
b. admission fees d. city taxes
4. Such charges, as well as the cost of hotel accommodations and meals, are usually
_______ by the packager for local tours.
a. listed c. prepaid
b. taxed d. arranged
4. Speaking
Discuss the following questions in groups.
1. Where have you traveled during the past 5 years? Which holidays did you enjoy
most?
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Guiding language
Indicating position
On your right is the beautiful …..
On your left is the magnificent ……
In front of you is
We are now passing
You can now see
Superlatives
…… is one of the finest buildings in the world.
most famous sights in Asia.
most beautiful in Vietnam.
Passives
….. was built by …(person).
…… was painted in … (date)
…… was designed
…. is said to be haunted
be the best example of …..
have lived here.
Present perfect
……... has stood here for ... (time period)
has been standing since …(date).
PRACTICE
1. Use the following notes to write into full sentences about St Paul’s Cathedral in
London.
a. On/left/beautiful/St Paul’s Cathedral.
…………………………………………………………………………….
b. Stood/over 300 years.
…………………………………………………………………………….
c. Designed/Christopher Wren.
…………………………………………………………………………….
d. One/large/dome/world.
…………………………………………………………………………….
e. Said/influenced/design/Capitol building/Washington.
…………………………………………………………………………….
f. Lord Nelson/buried/crypt.
…………………………………………………………………………….
2. Quiz
English for Tourism page 18
Work with a partner and do the following quiz.
3. Listening
a. Listen to the guides giving commentaries at three places. Mark the statements
T(True) or F(False).
(Adapted from a listening exercise in Going International, 1998)
Commentary 1
a....... The structure is 300 meters high.
b....... It was built in the 18th century.
c....... The British have a similar structure.
Commentary 2
d....... The guide is taking about a square.
e....... The church was built during 100 years.
f....... The tourists will climb up to see the city.
Commentary 3
g....... The building is 2000 years old.
h....... It was built as a Christian church.
i....... It has been destroyed a lot.
a.............. Advanced
b.............. Long
c.............. Magnificent
d.............. Proud
e.............. Splendid
f.............. Wonderful
c. What do the guides talk about? Write the number (1, 2 or 3) in the box.
1. Pre-reading
2. Reading
CITY TOURS
On the day of their city tour, the Silver wakes early. When Mr. and Mrs. Silver
leave the coffee shop, the concierge greets the Silvers with a smile. The concierge
gives Mr. Silver the tickets for the tour and says, "I'm not busy at the moment. Let me
walk with you to where the bus will pick you up. I'll introduce you to the tour guide
personally."
Soon the tour bus stops at the curb. The driver opens the door and the tour
guide climbs down. As he has promised, the concierge introduces each member of the
family to her.
She says: "Welcome. I'm Francine Miller, your guide for this tour. I'll tell you
all about the things you will see. If you have any questions, please ask. It's my job to
answer them. All my time is free to talk to you sightseers." Sights are places or things
to see. Sightseers are people who go to see these sights, or places of interest. Local
tours are sometimes called sightseeing tours.
When the Silvers board (get on) the bus, Mrs. Miller introduces them to the
driver. Then she takes them to the seats that were reserved (saved) for them. When
they are all comfortably seated, the driver starts the bus.
Before the driver became a tour bus driver, he spent many years driving a taxi.
In that way, he learned all the streets of his city. He is an experienced driver, which
means that he has had practice driving in many different or difficult situations, and
drives safely and well. In addition to knowing all the streets, he also knows all the
traffic regulations. Only the most experienced drivers can get jobs on tour buses. He
has also been specially trained to drive a tour bus. He drives carefully past the places
that tourists want to see. He is also careful to avoid stopping suddenly or speeding up
quickly.
People have confidence in a careful driver. Confidence means that they believe
the driver does his or her job well and safely. Passengers feel comfortable riding with a
driver in whom they have confidence. The driver feels that making passengers
comfortable is an important part of his job.
As the bus moves through the city streets, the guide tells the sightseers about
the places and buildings they are passing. They pass a large group of low buildings
English for Tourism page 21
surrounded by a park. "That's a medical center with many different hospitals. The long
low building with the playground next to it is a children's hospital."
The children ask if there are many sick people in the country. Mrs. Miller
replies: "Every country has sick people. I don't know if we have more or fewer sick
people than anywhere else. But I do know that we are very lucky to have such a fine
medical center to help people get well."
When Mr. Silver asks how many other hospitals or medical centers there are in
the country, Mrs. Miller is able to tell him. An important part of her job as a tour guide
is to answer the questions people ask. Another part of her job is to explain the history
of parks or monuments they pass.
After about 40 minutes of such sightseeing, the bus stops in front of a large,
modern building. "This is our national museum," says the guide. "You will find many
interesting works of art and historical displays inside. As you leave the bus, I'll give
you a brochure that will tell you about the museum."
"Is it in English?" Tommy asks.
"May we keep it as a souvenir?" Janet asks.
Mrs. Miller answers yes to both questions and continue: "Inside you will find
signs in English telling about the exhibits. You will also find a display called a
diorama, a small-sized model of the entire city and the countryside around it. Around
this diorama are several telephones. Pick up one of the phones marked 'English' in
order to hear a description of the city. You will also hear about some of the places we
saw on the way here. In addition, the recording will tell you about some of the exhibits
in the museum and some of the places we will see later this afternoon."
As they leave the bus, Mrs. Miller tells the sightseers: "You have one hour to go
through the museum. Then we'll meet back at the entrance. I'll take you to the museum
restaurant where we'll have lunch."
As the Silvers are leaving the museum after lunch, Janet asks the tour guide,
“Can we stop for a moment? I want to buy some postcards to send to my friends. The
stamps in your country are so pretty.”
Each member of the family buys several postcards at a sales counter just inside
the front door of the museum, near the diorama. Then Mrs. Silver asks: “Would you
mind taking the pictures of us standing on the front steps of the museum?”
Tour guides often receive this type of request. Tourists like to have pictures of
themselves visiting faraway places. The tour guides are often asked to take the pictures
so that the whole family or group can be in the photograph.
During the afternoon, the tour goes to a large crafts market. Built by the
government, the market contains many stalls (enclosed spaces) where people display
(show) and sell handicraft items, clothing, and souvenirs. The family walks around the
market. They stop and look at many items. Suddenly, all four members of the family
have the same idea at the same time, buying some shirts as souvenirs.
Back on the bus, the family agrees that they have enjoyed every bit of the tour.
They will take home memories of a pleasurable, interesting day. The souvenirs they
bought will remind them of the pleasurable experiences they had.
(Adapted from English for the Travel Industry by Benedict Kruse and Bettijune Kruse,
1982)
English for Tourism page 22
Work in groups and answer the following questions.
2. Because the Silvers feel ________ that the driver is doing his job well, they have
him.
a. an interest in c. nervousness about
b. a concern about d. confidence in
A B
1. ......... Handicraft a. Person who visits places of interest.
2. ......... Stall b. Something made by hand
3. ......... Diorama c. To show
4. ......... Sightseer d. Small-sized display or model
5. ......... Display e. Enclosed space
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1. Structures
Describing eating and drinking establishments
The Cafe Grande is like a coffee shop, but it serves . . . / doesn’t serve . . .
it has . . . / doesn’t have . . .
the customer can . . . / can’t . . .
Saying time
Times Days
We’re open for lunch from ….. to/till … on Mondays to Saturdays.
We’re closed dinner every day (of the week)
We open at one (o’clock) every day except Mondays.
We close midnight on Mondays.
PRACTICE
1. You will hear staff members from four of the above establishments. They are
answering telephone enquiries about opening times. Listen, and put ticks (√) to show
the days when they are open, and crosses (2) to show when they are closed. Then
listen again and note the opening hours.
3. Work with one or two other students. Imagine that you are going to open a new
restaurant. Use the following hints to discuss with your friends.
- the kind of restaurant
- its opening times
- the kinds of menu and the prices
- its location
English for Tourism page 27
- its services and amenities (enjoyable features, for example a band, a beautiful
view, etc.)
Then write a small advertisement for it, and post it in class.
2. Vocabulary
Eating and drinking establishments
1. Members of staff are on the telephone, explaining the services at the five
establishments:
a. bar
b. coffee shop
c. informal restaurant serving national and regional dishes
d. luxury restaurant
e. nightclub
Decide which sentence to apply to which establishment. Write the letters before the
sentences. (Some sentences may apply to more than one establishment.)
d
1........... Dinner is a la carte, Sir.
2........... We serve typical local dishes.
3........... You can dance to our band.
4........... You can have a snack with you drinks.
5........... We have an excellent floorshow.
6........... We have two sorts of dinner menu: a la carte and a three-course, fixed
price menu.
7........... You can have a quick snack here any time.
8........... We make all the pasta ourselves.
9........... You can gamble if you like.
10........... We are noted for our haute cuisine, Madam.
11........... We serve sandwiches, salads, cakes and beverages.
1. Pre-reading
Discuss the answers to the questions below with your friends.
a. What elements are included in the service industry?
2. Reading
Spheres of Activity
• Preparatory work
The service profession comprises two important spheres of activity:
• Guest service
If you want to be successful in service, none of these areas can be neglected.
Guest service
Guest service is the area that demands the most from service personnel, involving
conduct, self-discipline, and an ability to empathize.
Your concern for the welfare of your guests clearly indicates your level of
professionalism: to provide quality service, you must assume responsibility for your
guests' enjoyment of their dining experience. You cannot provide such service by
rushing through your work, expending a minimum of effort. Pleasing the guest is the
primary concern in this profession, and because you are dealing directly with those
who will judge your performance, the results of your efforts (or lack thereof) are
immediately evident.
Title Function
Maitre d’hotel The waitperson responsible for the overall management of
service
Headwaiter The waitperson responsible for service in a particular area, such
as a banquet room or restaurant.
Captain The waitperson responsible for a service station (approximately
15 - 25 guests), assisted by one front waiter or an apprentice.
Front waiter A young, trained waitperson with 1-2 years of experience.
Apprentice A waitperson in training
English for Tourism page 29
Specialists
Depending on the size and style of the establishment, there may be professional titles
for specialists that perform particular jobs.
Title Function
Banquet manager Directs the catering and banquet operations
Food-and- Directs the sales and purchase of food and beverages
beverage manager
Wine steward or Responsible for wines and their service
sommelier
Host or hostess Responsible for greeting and seating the guest
Bartender Responsible for bar service
Room-service Responsible for service in guest rooms
waiter
Your training, professional experience, and knowledge will determine the rank you
attain in your career. Experience abroad, knowledge of different languages, and special
training, for example being certified as a maitre d’hotel, will naturally help you to
advance.
The chain of command for service personnel in small and large establishments may
differ, but the outlines below provide an overview of the hierarchy in a typical
establishment.
Title Function
Headwaiter The waitperson responsible for the overall management of
service
Captain The waitperson responsible for a service station (approximately
15 - 25 guests), with the help of one front waiter or an apprentice
Front waiter A young, trained waitperson with 1-2 years of experience.
Apprentice A waitperson in training
Decide whether the following statements are true (T), false (F) or impossible to know
(I).
a. ________ A captain is the one who has to serve approximately 20 to 25 guests.
b. ________ Your love in the profession determines your achievement in your career.
c. ________ It takes a front waiter 2 years to become a captain.
d. ________ It takes an apprentice from 1 to 2 years to become a front waiter.
e. ________The hierarchy in every restaurant is almost the same.
f. ________ A maitre d'hotel is the one who has been trained abroad.
g. ________ The member who is assigned to take care of the whole management of
service is the headwaiter.
4. Speaking
Discuss the questions below with your friends.
a. What are other jobs in a typical restaurant in your region that are not mentioned in
the text?
b. What jobs are you most interested in? Why?
c. Imagine that you were going to run a restaurant. What positions and jobs would
you take in account? Why?
2. Complete these two columns with the most appropriate words and phrases.
Polite expressions
Formal Informal
Good ________ (until about 12.00) ________!
Good ________ (12.30 until about 17.30) ________
Good ________ (after about 17.30) ________
________ Bye!/Bye bye!
Good ________ (= goodbye after about 21.00) Good night
Thank you Thanks
(In reply to Thank you): Not at all ________/You’re welcome!
1. Structures
Articles: A/AN and THE
• Every summer we stay in a hotel in Rome. The hotel is in the city centre.
Look at these sentences.
PRACTICE
Fill in the blanks with blanks with A/AN or THE.
A or SOME
• I’d like a (glass of) beer/a glass of wine/a table near the window/a (cup of)
Look at these sentences.
PRACTICE
Fill in the blanks with A or SOME.
• (Yes,) please.
Would you like a/an aperitif? Very good, Sir/Madam.
….? (Informal: Fine!/OK)
some water? • (Yes,) OK.
….? • (Yes,) fine.
• Sure.
• That
Would you like sit near Certainly, Sir/Madam.
to …? would be (Informal: Sure!/OK!)
sit in the nice/great/
shade/sun?
• Yes, I could do with
splendid/etc.
see the
wine list?
• No, thanks.
a/some …
set menu?
order now? • Not really, (thanks)
• (No,) it’s OK.
• I don’t know.
• I’m not too sure.
• Let me see/think.
• Can you give us a bit
more time?
Recommending
I haven’t decided about an appetizer
I can’t make up my mind a soup
I’m wondering a main course
a dessert
What would you suggest as an appetizer?
What do you recommend a soup?
a main course?
a dessert?
Waiter/waitress
Oh, the Beaujolais is lighter etc. than the Nuits St. Georges?
… …
Oh, the Nuits St. Georges? is not as lighter as the Beaujolais
… etc. …
English for Tourism page 34
PRACTICE
1. Complete the following conversations.
Conversation 1
Waiter (W): _________________.
Guest (G): I’d like to have dinner in your restaurant at 7:00 tonight.
W: ________?
G: A table for two?
W: __________?
G: David Smith.
W: Mr. Smith, __________?
G: No, thanks.
Conversation 2
W: _________
G: This is Henry Green speaking. I’d like to have a table for four tonight.
W: __________?
G: At about eight.
W: ___________
G: Yes, you are right. By the way, could you give us a table in the corner?
We’d like to have a quiet table.
W: ______________?
G: Thank you. Good-bye.
2. List the order in which restaurant staff do these things. For example: 1 = (e)
3. Work with a partner. Use the menu provided by your teacher and take turns to be A
(a customer who wants some advice) and B (a waiter/waitress).
Below are the courses on two kinds of menu, but they are in wrong order. Put the
courses in a better order, and discuss what dishes etc. one might serve for some of
them. For example: 1. Hors d’oeuvres: eggs mayonnaise. . . .
1. Pre-reading
Discuss the questions with your friends.
a. What do customers often expect of good food service?
b. What are some bad habits that can lead to poor service?
c. What is "passing the buck"?
2. Reading
We know that service is anything other than physical goods that is valuable to
customers. There are some laws that lead to good service. The most critical one is
about customers' satisfaction. The following article presents some golden rules that
restaurant staff members need to be aware of in order to provide good service.
LAW OF SERVICE
We know that service is anything other than physical goods that is valuable to
customers. This customer perspective leads to the Law of Service - the most critical
relationship in all service work.
1. Accessibility. Customers expect prompt and efficient service. This means
that they must be able to get to someone in the organization who can help them.
Whether it is waiting for initial processing or talking to someone about fixing a
problem, they do not expect to go through a maze of paperwork and red tape. They
want their questions answered and their needs met as soon as possible.
2. Courtesy. Customers expect to be treated in a professional manner. They
react poorly to rudeness. Customers expect their property to be treated with respect
as well. Employees should treat customers' luggage, cars, and so on as if it were
their own. They also expect a neat and clean appearance.
3. Personal attention. Customers want to be treated as unique
individuals. They want to know that the company they are dealing with cares about
them as individuals. They expect to be told what services will be provided, and
they expect someone to care about their problems (and do something about them).
4. Empathy. Empathy is a person's ability to see and feel things from
someone else's point of view. Customers expect that service employees will
understand what they care about. Customers do not expect to be treated as though
their presence is an imposition on the employee or an interruption to an otherwise
pleasant day.
5. Job knowledge. Customers expect that employees will know the facts about
their job and their company. They expect honest answers. On some special
requests, they may accept an employee going to a supervisor for an answer,
provided that the answer comes quickly.
6. Consistency. Customers expect to get the same answer no matter who they
talk to. If everyone meets the criteria for job knowledge, there is no reason for two
different employees to give conflicting answers. There are some instances where a
variety of treatment may be acceptable, but only when they see and understand an
obvious and compelling reason for a difference in treatment.
3. Vocabulary
Fill in the blanks with NO MORE THAN three words taken from the text.
The law of service says that satisfaction is based on whether ___________ perceive
that the ___________ is good or bad, and this judgment is based on their subjective
attitudes, not necessarily on an objective evaluation of facts. Different customers may
perceive the same ___________ in different ways, and even the same customer may
perceive it differently at different times.
And while many acts may or may not be perceived poorly, there are seven
___________ that are sure to upset customers. One of the bad habits is to
___________ when customers have to go through a maze of paperwork and red tape in
order to solve a problem.
4. Speaking
Discuss the following questions with your friends.
a. How can service organizations use this law of service to design better service
delivery systems?
b. Can you think of other rules enhancing good service delivery that are not
mentioned in the text?
c. What other things should service employees avoid?
1. Structures
Describing foods
• chop - chopped
B. These words change their spelling:
• shred - shredded
• fry - fried
PRACTICE
1. Rewrite the following sentences using the passive form.
a. They flavor the soup with herbs.
b. They stuff the heart with bread, onions, and nuts.
c. They flavor the chicken with melon.
d. They serve the smoked salmon with brown bread and butter.
e. They garnish the soup with small pieces of fried bread.
English for Tourism page 41
f. They fry the vegetables in oil.
g. They poach the poussins in wine.
h. They fill the pancakes with cream cheese.
i. They flavor the dumplings with herbs.
j. They stuff the tomatoes with fried ham and onion.
k. They serve the shrimps on a bed of lettuce.
l. We make French dressing from oil and vinegar.
m. The restaurant serves lunch from 12 to 3.
n. The barman makes dry martinis from gin and vermouth.
o. The wine waiter opens the wine at the table.
p. The chef makes mornay sauce from flour, milk, butter, cheese and seasoning.
q. The waiters bring the dishes from the kitchen on trays.
3. Quantifiers
Uncountable ingredients
Countable ingredients
PRACTICE
Choose phrases from B in the chart below to explain the following dishes to
customers. Here is the information you need:
Tortilla
Tortilla: a sort of omelet
Main ingredients: eggs and potatoes
Additional ingredients: onion (just a little)
Preparation: slice potatoes, chop onion
Method of cooking: fry in oil
Accompaniment: serve with green salad.
Ratatouille
Ratatouille: a sort of vegetables stew.
Main ingredients: tomatoes, aubergines, green peppers, courgettes.
Additional ingredients: oil, butter, garlic.
Preparation: slice main ingredients.
Method of cooking: saute and then stew slowly in the oven.
English for Tourism page 42
Accompaniment: serve with boiled potatoes or rice.
What's this...?
What's this dish here?
Can you tell me about this Tortilla, Sir/Madam?
It's a sort of ...
It consists of ... and sliced
...with some ...
It's fried in ...
Is there a lot of onion in it?
How much onion is there in it?
Does it contain any garlic?
Is there any flour in it?
3. Look at the following menu from Saigon Palace Restaurant. Work in groups of three
or four. Some of you will be customers ordering foods, and the other will be the
waiter/waitress taking down the orders.
Ingredients
Put the following words into the correct types of ingredients.
TYPES
Fish Trout
Shellfish Crab
Poultry Duck
Offal Liver
Meat Beef
Game Venison
Cereals
Flour
Cereal products
Condiments Pepper
Flavorings Garlic
Cooking Verbs
Match the verbs on the left with the definitions on the right.
Verbs Definitions
1. bake a. cook food on or under a direct flame
2. blanch b. shred into very small pieces, using a rough metal tool
3. braise c. decorate
4. caramelize d. cook in oil or fat in a shallow pan
5. carve e. pass food through a machine which reduces it to powder
6. chill or pulp
7. cream f. reduce fruit/vegetables, etc. to liquid
8. deep-fry g. fry in a little fat at a lower temperature
9. dice h. cook over a fire or in an oven with oil or fat
10. flambé i. cook eggs (without their shells) or fish in gently boiling
11. flavor water
English for Tourism page 47
12. fricassee j. cook in an oven
13. fry k. stew meat (usually chicken) with vegetables in a little
14. garnish water, which is then used to make a rich white sauce
15. grate l. half-cook in boiling water
16. grill m. cut meat and poultry up at the table or in the kitchen for
17. grind service to the table
18. liquidize n. heat sugar until it becomes brown
19. marinade o. cook (meat or vegetables) in a covered pot with very
20. parboil little liquid
21. roast p. cook for a short time in boiling water
22. sauté q. make cold
23. slice r. mix ingredients together until they form a smooth
24. steam mixture
25. stuff s. add spices and seasoning
26. poach t. pour brandy or other alcohol over food and set it alight
u. cut food into small cubes
v. cook food in a deep pan of boiling oil or fat
w. cut into large, thin pieces
x. cook over a pan of boiling water by allowing the steam
to pass through holes in a container with food in it
y. put breadcrumbs, chopped meat, etc. inside meat or
vegetables and cook and serve them together
z. leave a mixture of, for example, wine and herbs for some
time before cooking
3. French in English
A lot of words come from other languages, especially French in the language of
restaurant. Complete these sentences using the words provided.
a. I like champagne, but this one is rather sweet for me. I prefer ________.
b. I'm glad you enjoyed the meal. Would you like a ________?
c. Here's the menu. We also have a ________ which is mackerel in white wine with
spring onions.
d. My first job in the kitchen was as a ________. Nowadays we have a dishwashing
machine.
e. We serve the salad with a simple ________.
f. I usually have the set menu, but this is a special occasion. Let's go ________.
g. I love apple pie ________ - it's the combination of hot and cold that I find
irresistible.
h. This is an excellent red, bottled on the ________.
i. The restaurant has improved enormously since Larry Duval became the ________.
English for Tourism page 48
j. We're investing a lot of money to create a restaurant which offers a genuinely
________ service.
k. Add some ground chili, but not too much. Just a ________.
l. Red wine should normally be served ________.
m. If you want to have dinner in the hotel, we have special ________ price which is
very economical.
n. We ________ the mushrooms in butter with garlic and black pepper.
o. A real ________ chef can make very good money in London.
p. There's the ________ which is a set price of $18.90 for three courses.
q. They complained to the ________ about the service they had received.
r. We use a ________ to flavor the soup.
s. I'm not crazy about ________ - I'm usually still hungry after I finish dinner.
t. While we were looking at the menu, we were served Atlantic prawns with
mayonnaise and an endive salad as an ________.
u. Almost everything is prepared in our own kitchen except that we use a ________
for patisserie.
1. Pre-reading
Discuss the questions with your friends.
a. What kinds of food should be included in a menu? In what order?
b. How many kinds of menu do you know? What are they?
c. How is a menu formatted?
d. What are the basic rules for organizing a menu?
2. Reading
THE MENU
4-course Menu
Course Examples
Cold appetizer Melon with port
Soup -
Warm appetizer Fillet of sole Joinville
Steamed rice
Main course Chicken breast with truffles
Steamed rice
Braised lettuce with bacon
Dessert Hazelnut cream
4-course Menu
Course Examples
Cold appetizer -
Soup Consomme with marrow
Warm appetizer Gnocchi, Parisian style
Main course Roast Pheasant
Williamspotatoes
Red cabbage with chestnuts
Dessert Peach Melba
Decide whether the following statements are true (T) or false (F).
a. _________ Antonin Careme was the first to design the short menu.
b. _________ Game is the cold course in the traditional menu.
c. _________ Soup is sometimes absent from the modern short menu.
d. _________ Vegetable used to be served separately in the thirteen-course menu.
e. _________ Customers are served a cold appetizer after the soup.
f. _________ Customers can choose different dishes from a table d'hotel menu.
g. _________ Light courses are often presented before rich ones in a menu.
h. _________ Depending on different seasons, restaurant menus may present a
variety of dessert.
i. _________ Menu items are often numbered only when the restaurant has a cash
register.
j. _________ The communication problem with menu numbering is that
customers order foods and drinks while the waiter/waitress has to note down the
number.
3. Vocabulary
Fill in the blanks with NO MORE THAN three words taken from the text.
A successful menu is composed with a right combination of foods which are well-
_________.The _________, which is rarely _________, has around 13 courses.
Instead, many restaurants nowadays offer _________ with _________ or five dishes in
the structures of the classical ones. They often commence with some _________ foods
and recess with something even _________ at the end. Customers can also _________
individual courses at their expectations when having a short menu. The order of the
food served is not strictly maintained.
4. Speaking
Discuss the questions with your friends.
1. Structures
Commenting
steak is
burnt, underdone, overdone,
bread tough
fish stale, dry, old
milk off, not fresh
… off, sour
bitter
tasteless
overcooked, undercooked
too salty/spicy/peppery/sweet
not spicy/sweet/…enough
These mushrooms… are awful … etc. (as above)
Responses
I’m very sorry, Sir/Madam.
Shall I take it/them away?
Would you like to order something else?
I’ll bring you another …/some other …
A B and C A
(a) Is everything all
right, Sir/Madam? Ask for something
OR Respond
(b) Would you like
Say you want something appropriately
some/a … to go with
OR
your … Express your enjoyment
(c) Would you like OR
more/another …? Complain
2. Work in groups of three or four. One of you is a waiter/waitress, and the others are
customers. Imagine that you are having dinner at Saigon Palace Restaurant. Act out a
conversation between the waiter/waitress and the customers during the meal.
2. Vocabulary
Match the items and activities in the chart with the right number in the picture
opposite.
Number
5 to carve
---------- to flambé
---------- to fillet
----------
---------- a silver flat
---------- a vegetable dish
---------- a sauce boat
---------- a soup tureen
---------- a trolley
---------- a service counter
---------- a sideboard
---------- a hotplate
A customer who is enjoying a dish could use the words in column 1. Find words in
column 2 which mean approximately the opposite. For example: (a) – 3.
Column 1 Column 2
(a) delicious; excellent 1. sour
(b) tasty 2. dry
(c) juicy 3. awful, horrible, ghastly, revolting,
(d) fresh terrible
(e) tender (meat) 4. stale, old, off
(f) sweet (fruit) 5. tasteless
6. tough
English for Tourism page 56
SECTION 3
READING
1. Pre-reading
Discuss the answers to the following questions.
a. What should a waiter/waitress do when serving customers? What shouldn't
he/she do?
b. How is he/she supposed to carry plates, glassware and utensils when serving
guests?
c. What are some rules for service at the guest table?
2. Reading
SERVICE RULES
Service Rules
Every profession has rules, more or less. Table service has more. There are
personal rules dealing with you as an individual and rules for working directly
with guests. This should not scare you - in fact, the rules should make you feel
more secure. All these rules are based on common sense and are designed to make
your work easier.
Personal Rules
Gum chewing and smoking during working hours are forbidden. A noisy service
station is a sign that the service personnel are neglecting their main task, which is
creating a relaxing environment in which guests can enjoy their meals. All
utensils should be handled carefully and silently, and orders should be called
calmly, so that even during your busiest time, the atmosphere will not become
hectic. Collisions with colleagues are easily avoided if you obey the following
two rules:
1. Never stop abruptly.
2. In a restaurant, as on the road, there is right-hand traffic. Always keep to the
right.
Always move forward, never backward. You will soon learn that service is much
easier this way. Moreover, you will appear more graceful and elegant. Wasted motions
mean more work, and they are signs of inattentiveness. Always think about what you
are doing and plan ahead-make every move count. If you need a hand towel, carry it,
neatly folded, over your left forearm.
Carrying Plates, Glassware, Flatware, and Other Utensils
During service the right and left hands have distinct functions. The left hand carries
while the right hand works. Flatware, glasses, cups, and the like are always carried on
a tray, never in your hands. For safety and to prevent clattering, this tray should always
be covered with a paper or cloth napkin. When bringing platters to the side table or
guest table, always carry them with both hands. The hand towel should be draped
lengthwise over the cloche so you can hold the platter on both ends. If several plates or
serving dishes are carried at the same time, place them on the towel so they will not
A Stack of Plates
A stack of plates is always carried with both hands. Wrap your hand towel around the
plates so that you do not touch the plates with your bare hands. Do not hold the plates
against your body.
One Plate
Always hold a plate between the thumb and index finger. Your thumb should be flat on
the rim of the plate, pointing toward the rim, never into the plate. Hold the first plate
between the thumb and index finger. The index finger is placed slightly behind the lower
rim. Slide the second plate against the index finger and support it with the other fingers
from beneath.
Decide whether the following statements are true (T) or false (F).
a. ________ These rules make employees more secure when delivering their
services.
b. ________Noisy employees create a relaxing environment where guests are
enjoying their meals.
c. ________ When delivering service employees have to use both the right and
left hands for the same purpose such as carrying plates or cleaning leftovers.
3. Vocabulary
Fill in the blanks with NO MORE THAN three words taken from the text.
Table service rules deal with both ________ practices and rules that employees have
to take into account when working with ________. Despite appearing quite scary to
some newly trained employees, these rules help service workers work more effectively
and ________.
The first rule, which is about ________, emphasizes the attention employees are
supposed to pay to when serving customers. They are required to ________ what they
intend to do with their ________. The ________ and ________ hand rule is
recommended while they are ________ plates, glassware and utensils. Employees are
requested to handle everything with their ________, especially with their thumb and
________. ________ are served first if it is an honorary occasion. The other factors
such as ________ and ________ are also considered at the guest table.
4. Speaking
Now discuss the following questions with your friends.
a. What are other useful rules that you can add to the text?
b. Do these rules make you feel more secure or less confident to deliver service at
the guest table?
c. Have you ever observed these rules being applied in a Vietnamese restaurant?
Comment on your experience.
Section 1
LANGUAGE FOCUS
1. Structures
Expressing the location
The hotel is…
The hotel is situated…
The hotel is located…
The hotel is found…
Expressions of location:
♦
♦
The Hoa Binh Hotel
♦
The International Hotel
♦
The Ninh Kieu Hotel
♦
The Phuong Dong Hotel
♦
The SaigonCantho Hotel
♦
The Tay Do Hotel
The Victoria Hotel
Expressions of reservations
What language does the receptionist use when he/she does these things?
Offer a room?
CONVERSATION 1
__________: The fifth of April. Would that be a single room, sir? ( ____ )
__________: We can give you a no-smoking single room at $150 including
service and breakfast. Would that be suitable? ( ____ )
__________: That's fine then Mr. Blane. I've made your reservation. ( __ )
__________: Hello, my name is John Blane. I'd like to reserve a room for the
fifth of April, please. ( ____ )
__________: Yes, a single room, for no-smokers if possible, one night only.
( ____ )
__________: Yes, that sounds fine. ( ____ )
CONVERSATION 2
__________: The name is King, Conrad King. ( ____ )
__________: For next week, the fifth of September. ( ____ )
__________: Em... two nights. ( ____ )
__________: When would that be for, sir? ( ____ )
__________: Well, that would be fine. ( ____ )
__________: And the name is? ( ____ )
__________: That would be OK. But how much is it? ( ____ )
__________: And how many nights? ( ____ )
__________: I'd like a room for myself, my wife and my young son, please.
( ____ )
__________: Two nights. Let me see. There's no triple room available then, but
I can give you a twin room and put an extra bed in it. (____ )
__________: The rate would be $90 a night for the room.
That doesn't include meals. ( ____ )
__________: Very good Mr. King. We look forward to seeing you and your
family on the fifth of September. ( ____ )
2. Vocabulary
Hotel types
Match the names of hotel types with their definitions.
A commercial hotel An airport hotel A tourist hotel A motel
A middle-range hotel A guesthouse A low-end hotel A luxury hotel
Room Types
Match the names of room types with their definitions.
English for Tourism page 64
Double room Twin room Four-bed room
Single room Triple room Quad Suite
A room for two persons with one big bed designed for two
What kind of room would be suitable for the following people? There may be more
than one type that suits their requirements.
Reservation documents
1. What documents does the receptionist need during reservation procedure?
; the room chart
; the reservation form
What are these documents for?Write a brief explanation for the purpose of the
use of each item above.
The room chart:
_____________________________________________________________
_____________________________________________________________
The reservation form:
_____________________________________________________________
_____________________________________________________________
Sunday
May 1
Monday
May 2
Tuesday
May 3
Wednesday
May 4
Thursday
May 5
Friday
May 6
Saturday
May 7
Sunday
May 8
All prices include continental breakfast. For half board add $20 per person. For
full board add $40 per person
3. Work with your partner using the role cards in order to take hotel reservations. Take
turns to be a guest and a receptionist of the Continental Hotel.
1. Pre-reading
Discuss the following questions.
1. Why are guest reservations important to travellers and lodging establishments?
2. What does the hotel need to manage guest reservations?
3. How many types of reservation systems?
4. What are the sources of reservation?
5. Besides reservation systems, what does the hotel also need to do?
2. Reading
HOTEL RESERVATIONS
The franchisee is a hotel owner who has access to a national reservation system
and receives the benefits of the corporation’s management expertise, financial backing,
national advertising, and group purchasing. A franchise member of a reservation
system or a member of a referral system gains significant advantages from combined
efforts of interhotel property referrals, a system of one member-property
recommending another member-property to a guest, and national advertising.
A referral member of a reservation referral system is a hotel developer/owner
who has access to the national reservation system. Hotels that are members of the
reservation system are more than able to justify these costs: for example, a chain
property may obtain 15 – 30% of its daily room rentals from the national reservation
system. This depends on local economic and market conditions. Compared to the costs
incurred by an independent property that must generate every single room sale with
individual marketing and sale efforts, franchise referral costs seems minimal.
English for Tourism page 67
Sources of reservations
Corporate clients
Group travelers
Pleasure travelers
Current guests
Besides, hotels also need to forecast reservations, manage the overbooking, and
process guest reservations.
Major Reservation Systems
Hotel Reservation system
Holiday Inn Holidex 2000
Choice Hotels International Choice 2001
Intercontinental Hotels Global II
Hospitality International Reservahost
Marriott International MARSHA III
Travelodge Fortress II
Generally, reservations ensure that corporate, group, and pleasure travelers will
have accommodations at their destination and provide the hotel with a steady flow of
business. Determining the sources of these reservations assists the front office manager
in developing procedures to satisfy the needs of the guest. The traveler can use various
means to make reservations, such as toll-free telephone numbers, fax numbers, and the
Internet. The room forecast is used to communicate occupancy status to other
departments in the hotel. Overbooking, used to balance no-shows and understays, can
be carefully structured using the occupancy management formula. Computerized
reservations systems also help FO managers to manage guest information database,
dates of arrival, length of stay, etc. confirmed and guaranteed reservations assure the
guest of accommodations on arrival, with various degrees of assurance based on time
of arrival and willingness to prepay. These levels of assurance also affect the financial
success of the hotel. Some lodging properties continue to process reservations using
traditional, non-computerized system. All elements combine to provide means of
access for the guest and a technique for marketing rooms for the hotel. The front office
manager is responsible for providing this service to the guest.
From Hotel Front Office Management (1996)
2. In order to ask questions politely, what structures does the receptionist usually use?
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
4. Joke down different types of guests contributing to endure the stable flow of guest
into lodging establishments.
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
1. Structure
Note
The if-clause can stand on its own:
Ex: If you'd like to fill in this form.
(This is enough as a request)
Expressions of check-in
- Phrases when the guest checks in
What was the name, please?
Ah, yes...
One moment, please.
Just a moment, please.
Just a moment till I find it.
Here we are.
I've got it here.
That's fine.
I've put you in Room (234).
It's on the (2nd) floor.
The porter will take you up to your room.
I'll get the porter to take your luggage up for you.
PRACTICE
1. Here are some inquiries and answers you could hear at the time of check-in.
Match the parts of the receptionist’s answers.
Match the answers of the receptionist with the inquiries of the guest.
The first one is done for you.
RECEPTIONIST
A. Certainly. If you'd like to give me aa. you can get a light meal.
your passport,... bb. he’ll take you up.
B. Yes. If you'd like to fill in this card,... cc. I can fill in some of the
C. No problem. If you'd like to hang a details.
"DO NOT DISTURB" card on your dd. she won't knock on your door.
door handle,... ee. it will tell you all about our
D. Yes indeed. If you'd like to go to the services.
coffee shop,... ff. I'll give you the key to the
E. Yes. If you'd like to fill in a request room.
to room service,... gg. they can serve your breakfast
F. Yes, of course. If you'd like to follow in your room at any time.
the porter,... hh. the Duty Receptionist will
G. Certainly. If you'd like to write the give you a call.
time on this slip,...
H. Yes. If you'd like to look at this
leaflet,...
2. Read the conversations. The parts are not in the correct order.
(1). Which parts are spoken by the guest? Mark the parts with a "G".
(2). Which parts are spoken by the receptionist? Mark the parts with an "R".
(3). Write numbers on the lines.
(4). Then act out the conversations with a partner.
CONVERSATION 1
__________: That's fine. Here's the key – room 207, on the second floor. If you would
just fill in this form, the porter will take your luggage up to the room.
(__)
__________: Good morning madam. May I help you? (__)
__________: Yes. I'd like to check in. (__)
__________: Yes, I made a reservation by telephone. The name is Lepage – Lilianne
Lepage. I made a reservation for myself and my sister. (__)
__________: That's right. (__)
__________: Ah yes. One moment. I've got it here. Lepage. A twin room. (__)
__________: Do you have a reservation? (__)
CONVERSATION 2
__________: Er... the name is Schultz. I have a reservation. (__)
__________: Yes, a single room, with bathroom. (__)
__________: Yes of course. I'll get the porters to take it up for you. (__)
__________: Right. Just a moment till I find it. Yes... here we are... Mr. Schultz,
single room. (__)
___________: O.K. now, we've put you in Room 403, which is on the fourth floor,
overlooking the hotel gardens. The rate is $100. (__)
__________: Can I help you sir? (__)
__________: Well, that sounds fine. (__)
__________: O.K. I'll do that. By the way, I've got some heavy luggage in the car.
Can you get someone to help me with it? (__)
__________: Good. And before you go up, if I could ask you to fill in the registration
card. (__)
English for Tourism page 73
3. Work in pairs. Take turn to be the receptionist and the guest. Ask for and give
personal information for the registration card.
1. Pre-reading
Discuss the following questions.
2. Reading:
GUEST REGISTRATION
One of the first opportunities for face-to-face contact with a hotel occurs when
the guest registers. At this time, all the marketing efforts and computerized reservation
systems should come together. Will the guest receive what has been advertised and
promised? The front desk clerk who is well trained in the registraton process must be
able to portray the hotel in a positive manner. This good first impression will help
ensure an enjoyable visit.
The first step in the guest registration process begins with capturing guest data
such as name, address, zip code, length of stay, company affiliation, etc., which are
needed during his or her stay and after departure. Various departments in the hotel
require this information to provide service to the guest. The registration process
continues with the extension of credit, room selection, room rate application,
opportunity to sell hotel services, room key assignment, and folio processing.
Continually efficient performance of the registration process is essential to ensuring
hospitality for all guests and profitability for the hotel.
Lisa Rickman is front office manager of the Westin Crown Center, Kansas City,
Missouri. She has held the positions as front office agent, night auditor, night
supervisor, relief night manager, night manager, and assistant day manager. Ms.
Rickman says that the first contact any guest receives is very critical to their overall
stay. If a guest receives a warm reception from the beginning experience on the front
drive, followed by a smooth and friendly check-in, more than likely the overall stay
will be memorable and pleasant. The result of this encounter will be positive, free
publicity from this guest and a loyal repeat customer.
She states that employee training in conflict resolution and customer service is
important to ensure that the first guest contact experience is positive.
a........ When the guest registers, only the front office deals with the registration
process.
b........ The staff at the reception needs good training to offer impressive services at the
first meeting.
c........ All the guest data was already recorded when the guest made the reservation.
d........ The hospitality for all guests and profitability for the hotel are guaranteed with
the efficient registration process.
e........ The hotel needs to make surveys to get the feedback from the guests to ensure
quality guest services.
1. What do you need when the guest asks for the check-in?
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
5. After the guest checks in, does the front desk office complete his/her duties?
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
1. Structures
Dealing with the checkout
Expressions to learn
How are you paying?
Service and tax are included.
Would you sign here, please?
Your signature here, please.
Here’s your receipt.
Do you have some form of identification?
Don’t worry sir. I’ll stamp it.
PRACTICE
1. Read the conversation at the cashier’s office. The parts are not in the correct
order.
Which parts are spoken by the guest? Mark the parts with a "G".
Which parts are spoken by the cashier? Mark the parts with an "C".
Write numbers on the lines.
Then act out the conversation with a partner.
______: Ah, so service is included. Don’t you go in for tipping then in
Finland?
______: Certainly sir. It’s Mr. Arkwright isn’t it?
______: Certainly sir. May I have the card please?
______: Good morning sir. Can I help you?
______: Here you are.
______: I’d like to settle my bill.
______: Just a moment sir… Here we are. Four nights at 93 marks, and
here are the meals that you had at the hotel. That makes a total of
665 marks.
______: Not very much sir.
______: Right. Now can I pay by Eurocard?
______: That’s right. I’m leaving today, so I’d like to have my bill.
______: That’s the twelve and a half per cent service charge.
______: Um- what’s is this amount here?
English for Tourism page 78
______: Would you sign here please?
2. Listen to the tape and tick the table with details of the bill.
- Expressions to learn
The first number is your room number 222
That comes to 258 marks altoggether.
The second entry here is the restaurant.
Item 9 is a mistake.
I’m afraid I can’t make it any less for you.
1 989≥-3 N0 000356 : :
2 B 001240 : PUH
3 B 002000 : HOT
PALV
4 989≥-3 US 003240 : :
5 B 003420 DEB :
6 B 013500 : HUON
7 990≥-3 US 016920 : :
8 B 016920 DEB :
9 B 003420 KRED :
10 B 003240 DEB :
11 991≥-3 US 016740 : :
12 B 016740 DEB :
13 B 001240 KORJ :
14 B 001240 : RAV
15 992≥-3 US 016740 : :
16 A 016740 DEB :
17 A 001500 : RAV
18 994≥-4 US 018240 : :
19 No.
004841
20
21
1. Pre-reading
Discuss the following questions.
1. When the guest checks out, what happens if the communication breaks down?
2. Who involves in the checkout process?
3. What should the receptionist be like when dealing with the checkout?
2. Reading:
GUEST CHECKOUT
Guest checkout can indeed be a time of confusion, short tempers, and long
lines, a test of the patience of both the guest and cashier. Think of the last time you
checked out of a hotel. How did it go? Was the cashier courteous and hospitable? If
not, were you angry because of his or her indifference? Always remember what it is
like to be a guest. It will serve you well throughout your career in the hospitality
industry. The checkout process is not a difficult procedure to understand and to
implement; however, it does require planning in order to organize the details of this
part of the guest’s stay.
He describes the importance of communication in billing the guests who attend a jazz
concert held every year. This concert is not linked totheir computer guest accounting
system, so communication between the front desk and the cashiers is crucial.
Otherwise they could lose hundreds of dollars per guest. He says before the event they
provide the cashiers with each person’s credit record. They also make it easy for the
guest to establish credit at the event; this information needs to be transferred to the
front desk. The credit information is held in confidence and is updated periodically. He
says that the front desk and the various cashiers’ stations flag the files of guests who
are running out of credit and check to see if a guest is having problems with the hotel
credit procedures.
Folio and related documents are filed for the night audit.
Guest checkout procedures
SECTION 1
LANGUAGE FOCUS
1. Structures
Dealing with problems
A. As a receptionist, it may not be your job to help guests personally with their needs,
but you can organize things that should have been done for them.
Ex: Guest: My room hasn’t been cleaned.
Receptionist: The maids should have cleaned it.
Or It should have been cleaned.
B. After saying that something should have been done, you need to tell the guest that
you will deal with the problem.
Ex: Guest: Our room hasn’t been cleaned.
Receptionist: It should have been cleaned. I’ll contact
Housekeeping straight away.
C. You should say sorry if it is the fault of the hotel and say something polite if the
fault is the guest’s.
Ex: Guest: The sheets are dirty. They need replacing.
Receptionist: I am very sorry sir. They should have replaced. I’ll contact
Housekeeping straight away.
Ex: Guest: I’m afraid I’ve knocked the vase down.
Receptionist: It’s all right. I’ll send someone up to clear up the
pieces and bring another one for you.
Apologizing
a. I’m _________ (for a small problem; for example, if there is no tray on the
table).
b. I’m ________ sorry /I’m very sorry (for more serious problem; for example,
if some food is not fresh).
c. I’m __________ sorry (for a really serious problem; for example, if the
waiter Has spilt some food on a customer’s clothing).
Promising an action.
I’ll bring one up for you.
I’ll bring some up for you.
English for Tourism page 84
I’ll send someone up to ............... it at once/ right away/ immediately.
I’ll have it ….
I’ll change it __________ you immediately.
I’ll __________ the Head Waiter about that.
Would you like to __________ something else?
We’ll be __________ to pay the cleaning bill.
_________I have the chef heat this up for you?
Polite refusals
I’m ___________ (= I regret) that won’t be ____________.
Expressing sympathy
I ___________ how you feel, sir/madam.
2. Vocabulary
• Knock over
Some mistakes of the guest
a plate of food
• Break
a vase of flowers
• Spill some
a glass
face powder on the floor
• Pull
some milk on the carpet
the curtain down
an electric wire out of the plug
• Drop
a towel rail out of the wall
• Tear
the breakfast tray on the floor
• Wipe it off •
Change it
• Put it up again •
Clear up the pieces
Screw it back
• Brush •
Verbs of cleaning and housekeeping
• Dust •
Replace
• Empty •
Vacuum
• Fill •
Water (a plant)
• Screw it back •
Wipe
Wipe off (a mark)
• Broken •
Expressions of errors and damage
• Cracked •
Greasy
• Dirty •
Missing
• Dusty •
Not working
• Empty •
Out of order
• Full of
Torn
PRACTICE
Hotel Problems
a. Problems in hotel reservations
Situation: However, the receptionist, who took his/her reservation, noted a wrong
spelling of his/her name in the record, so the room is occupied now by another person.
In groups, discuss the solution and suggest what to say to him/her.
b. Problems in check-in
Situation 1: A group of guests come in at the same time, and they are all very tired of a
long journey. Everyone in the group all want to check in first. In groups, discuss the
solution to deal with the situation.
Situation 2: A guest walks in and says he/she has no reservation. He/She really wants
a room for two nights, but the hotel is full. In groups, discuss the solution to deal with
walk-in guests and offer help if possible to make the good impression about the hotel.
Situation 2: A guest has just finished his/her check-out. S/He is going to the airport to
fly back home. In groups, discuss what to do while s/he is waiting for his/her taxi.
Listening
Listening
Listen to the tape and tick the table with details of the bill.
St. James Hotel
BILL RECORD CARD
Bill No. 692 Name of guest Adams
Cash Service incl.
Credit card VAT
Cheques Receipt
A. waiter/waitress
Attracts customer’s attention, if necessary
Excuse me, sir/ madam.
Apologizes
I’m (very) sorry, (sir/madam).
Explains regulation
(As in Exercise 7a)
Makes a helpful suggestion, if possible
(As in Exercise 7B)
B. Customer
Agrees
OK! Fine ! / Oh, all right! / Right!
Thanks
Thank you very much, sir/madam
OR
Disagrees
I think that’s a bit unreasonable.
Why?
Oh, I think that’s nonsense.
Insists politely
I’m very sorry, sir/ madam, but we have
to observe the regulations. I’m sure you
understand.
Make excuses?
Offer action?
Express sympathy?
Explain regulations?
Situated in the North-East region of Vietnam, Halong Bay is a bay in the Gulf of
Tonkin comprised of regions of Halong City, the township of Cam Pha, and a part of
the island district of Van Don.
Halong Bay borders Cat Ba Island in
the southwest, the East Sea in the
east, and the mainland, creating a
120 km coastline.
The bay itself has an area of 43,400 ha, consists of 775 islands, and forms a triangle
with the island of Dau Go (Driftwood Grotto) to the west, the lake of Ba Ham (Three
Shelter Lake) to the south, and the island of Cong Tay to the east.
Viewed from above, Halong Bay resembles a geographic work of art. While
exploring the bay, you feel lost in a legendary world of stone islands. There is Man's
Head Island, which resembles a man standing and looking towards the mainland.
Dragon Island looks like a dragon hovering above the turquoise water. La Vong
Island resembles an old man fishing. There are also the islands of the Sail, the Pair of
Roosters, and the Incense Burner, which all astonishingly resemble their namesakes.
The forms of the islands change depending on the angle of the light and from where
the islands are viewed. At the core of the islands, there are wonderful caves and
grottoes, such as Thien Cung (Heavenly Residence Grotto), Dau Go (Driftwood
Grotto), Sung Sot (Surprise Grotto), and Tam Cung (Three Palace Grotto).
Halong Bay has many links to the history of Vietnam. For example, there are such
famous geographical sites as Van Don (site of an ancient commercial port), Poem
Mountain (with engravings of many poems about emperors and other famous
historical figures), and Bach Dang River (the location of two fierce naval battles
fought against foreign aggressors).
It has been proven by scientists that Halong was one of the first cradles of human
existence in the area at such archeological sites as Dong Mang, Xich Tho, Soi Nhu,
With all this in mind, the 18th meeting of the Committee of the World Heritages of
UNESCO (in Thailand on December 17th, 1994), officially recognized Halong Bay
as a natural heritage site of worldwide importance.
I. Grottoes
Note: the admission here is for one tour of Dau Go cave, Thien Cung grotto and
another. If visitors want to go on an additional tour (tour 2), it costs 15,000 VND
extra.
When visiting the Virgin Grotto, you can still see the petrified girl with her long hair
hanging down and eyes looking towards the mainland. Opposite the Virgin Grotto,
the Male Grotto is still home to the lover whose his face is turned towards his mate.
At times, his passionate calls and blows against the walls of the grotto can still be
heard.
According to legend, a beautiful young lady named May (cloud) caught the eye of the
Dragon Prince and he fell in love with her. They were betrothed and got married in
the very center of the grotto. All of the scenes of their wedding, which lasted for
seven days and seven nights, have been seemingly fossilized in the grotto.
In the center, there are four large pillars supporting the "roof of heaven". From the
base to the top, many strange images seem to exist in the stone, including birds, fish,
flowers and even scenes of human life. On the north wall of the grotto, a group of
fairies seems to be singing and dancing in honor of the wedding. Under the
immeasurably high roof, stalactites form a natural stone curtain. There is also the
sound of a beating drum made by the wind blowing through the stone.
In the last chamber of the grotto, a natural gushing stream of water babbles
throughout the year. Here there are three small ponds of clear water. One path
meanders out of the grotto.
Bai Tho Mountain is 106 m high. It runs along the coast, half on land and half in the
sea. Sailing in the bay, one or two hundred meters from the mountain, one can see a
poem carved on a flat stone cliff.
In 1468, Emperor Le Thanh Tong, who was also a poet, made
an inspection tour of the North-East region. He stopped at the
foot of the mountain, and inspired by the magnificent beauty
of his surroundings, he wrote a poem. Later, he had the poem
engraved on the wall of the mountain. It is very interesting to
climb the mountain and enjoy the panoramic view of the bay.
III. Beaches
Bai Chay
Bai Chay is a resort located along the coast of Halong Bay. This is a windward ocean
resort which has a year round average temperature of 20oC (68oF).
Bai Chay is a low gently sloping range of hills that runs along the sea for more than 2
km. Blended in among the pine trees are large hotels and small villas with
distinguished architectural styles. Traveling down the asphalt road along the coast,
visitors see long white stretches of sand and green rows of Casuarina trees, tucked
under which are small family-run restaurants. After swimming at the beach, tourists
can enjoy cold drinks and cool off in the breeze that sweeps in from the sea.
I. Royal Citadel
The Royal Citadel is located on the banks of the Perfume River. The construction of
the square citadel, which was exclusively made from bricks, started in 1805. The wall
is 6 m high, 20 m thick and surrounded by a moat.
The citadel has ten gates: Nha Do, Sap, Ngan, Thuong Tu, Dong Ba, Ke Trai, Hau, An
Hoa, Chanh Tay, and Huu.
Hoi An has a distinct Chinese atmosphere with low, tile-roofed houses and narrow
streets; the original structure of some of these streets still remains almost intact. All the
houses were made of rare wood, decorated with lacquered boards and panels engraved
with Chinese characters. Pillars were also carved with ornamental designs.
Tourists can visit the relics of the Sa Huynh and Cham cultures. They can also enjoy
the beautiful scenery of the romantic Hoi An River, Cua Dai Beach, and Cham Island.
Over the last few years, Hoi An has become a very popular tourist destination in
Vietnam.
Each historical period has its own identity, so that each temple worshipping a genie or
a king of a different dynasty has its own architectural style full of different impression.
All of the Cham towers were built on a quadrate foundations and each comprises three
parts: a solid tower base, representing the world of human beings, the mysterious and
sacred tower body, representing the world of spirits, and the tower top built in the
shape of a man offering flowers and fruits or of trees, birds, animals, etc., representing
things that are close to the spirits and human beings.
After the My Son ancient tower complex was discovered, many of its artifacts,
especially statues of female dancers and genies worshipped by the Cham people,
worship animals and artifacts of the daily communal activities, were collected and
displayed at the Cham Architecture Museum in Danang city. Although there are not
many remnants left, those that remain display the typical sculptural works of cultural
value of the Cham nationality. Furthermore, they are vivid proof, confirming the
history of a nationality living within the Vietnamese community boasting of a rich
cultural tradition.
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