Pep IST Celt NEN aac ee Crea nereyeh Tourist Industry WORKBOOK Michael Duckworth OXFORD UNIVERSITY PRESSContents page Unit 1 4 Unit 2 10 Unit 3 16 Unit 4 22 Unit 5 28 Uni 6 34 Unit 7 40 Unie 8 6 Jnit 9 52 Unie 10 58 Unie 11 64 Unie 12 70 Answer Key 76Unit | Exercise 1 Read the descriptions of the theee hotels. Then read what the three people say. Which hotel would each person prefer? oe THE WALDORF FORTE ‘Aldwych, London WC28 4D CREST Recently restored to its orginal Edvarcian Sipson Road, West Drayton, Splendour, his elegant Middlesex, UB7 OJU hotel stands on the crescent of Aldwych, This modern hotel stands just off Junction 4 ofthe Ma, ‘where London's West and within easy reach of Heathow by courtesy bus End meets the City and Service and the Underground ink to Central London. just onthe fonge of Royal Windsor and Hampton Cour: are bath just a Covent Garden. Butt in shot tp from the hotel 1908, it famous Pai 4 568 bedrooms & 4 suites Court Lounge retains the [Lz S28 4 3 restaurants, eluding gracious ambience of the Chinese and ltaian #2 tum of the century, and isthe setting for tea bars # lounge x hait-crer, dances. Shops, museums, and theatres are within trouser press, overnight waking distance, and Covent Garden launary service f stele Underground station is or hand. TW A dtfou oom seve 4 262 bedrooms & 30 surtes # Waldort fora pak to Restaurant; Aldwych Brasserie Club Bar; rol beatin ao Footlights Bar Palm Court Lounge # hair-rier, trouser press, incvidvally controled ai Siting, notice required; play conditioning satelite TV 3 24-hour room service x public pay cat park in vicinity * Family £54 babysitting, notice required. pppa. From £79 Pppn at0a GROSVENOR HOUSE APARTMENTS Park Lane, London WIA 3AA Built in 1928, the Grosvenor House Apartments were originally designed a5 a separate block of luxury service apartments on Park Lane. Incorporated vito the main hotel one year later, the Apartments have ‘been since, and are today, one of London's most prestigious and ‘comfortable addresses. The Apariments are served by a private entrance ‘and separate reception, resulting in unusual privacy and tranguilty, as ‘well as an unrivalled level of service from the dedicated Apartments staff {and management. Ranging in size from one to five bedrooms, ideal for families, the Apartments all have a spacious siting-room, bathroom, tal, arid kitchenette All the hotel facilites are close at hand and included vathin the rate, such a the Health Club wrth its 65-foot swimmung-poo! ‘ang gymnasium. Children under 46 stay free in thes own room, rom £139 Ppp.Exercise 2 Unit 1 4 “Twork for one of the large cour operarars, so I spend most of my time travelling. In my opinion, hotels need to be efficient; the phones should work and there should bean overnight laundry service. I think a good range of testaurants is important, because { don’t have time to go out in che evening, As far as I'm concerned, atmosphere isn’t very important.” a Jenny Wright would like the “We have a small family business in Spain, and when we travel to England ‘on business we like to take the children with us. I don’t think the big hotels look afier small groups very well ~ they often put you on different foots, and you can only see each other in the restaurant. On the other hand, self-catering apartments aren't very good because there aren't enough facilities. Ifyou ask me, there should be more hotels that offer a mixture of both facilities.” b Miguel Morales would like the ————______ ‘Idon’t travel co London very often, but I sometimes go for the weekend. For me, the ideal hocel needs to be near the theatces and cinemas. If you ask me, the best hotels are old-fashioned ones with a lot of atmosphere, bur of course they should have a good range of facilities roo. For me, staying in a modern hotel would be an unpleasant experience.” ¢ Agatha Trump would like the March the phrases in column A with the phrases in column B. The firse ‘one has been done for you. A B 1B I ger terribly seasick, so I getting the chance to speak hate them. 2 — Good service is important, b welcoming che guests. bur I dislike ic ¢ staying in five-star hotels. 3. Igoabroad wheneverfean. — d_getcing up eatly T'm not fond smaller ones more. 4 _ I'mnocvery keen £ when waiters don’t leave you 5 When the company's alone. paying for them, love — Ilike working in Reception because I enjoy 7 — Big hotels are OK, but I like 8 _ I start work at six. I don’t mind 9 — I speak three languages so 1 like going anywhere by boat. on visiting historical sites. of holidays in England. 09Exercise 3 Exercise 4 Unit 1 Fill the gaps in these sentences, using the words in brackets. Examples: (like) I lke big horels. (enjoy/stay) I enjay staying in big hotels. (love/when) I Jove it when I get the chance to stay in big hotels, a (like) 1 Traian restaurants, b (enjoy/go)1____________ to foreign countries. © (hate/travel) 1___ ________ by boar. dd (dislike/whenyf Ihave to stay in noisy hotels. © (can'tstand)]______ people who complain in restaurants, F (enjoy)T_________ good food. g (don't mind/when) |____the service is slow. h (lovelseay) 1 in bed late i (don’tlikefwhen)I___the bill is wrong. Choose the phrase in italics which is grammatically correct. Example: I don't like it whenlea aI love itlam keen on when I get the chance to go abroad b Lam not very fondi/dislike of forcign food. ¢ Lam quite keenlenjoy on learning new languages. d_ I don't mind it whenlenjoy meeting new people. © Lcan’t stand it whenthate guests who complain all the time and gecting up catly. Now write five sentences using your own ideas and the phrases in italics which you did wor choose in Part 1. Example: I don't like it when the manager criticizes me.Exercise 5 Exercise 6 Unit 1 A tour operator is describing two different hotels in Sri Lanka to a client. Put the sentences in the correct order (from 1 to 12). The fist one has been done for you. @ oe bh. @ ao eae Right, well, there are two hotels that we usually recommend and they are the Oberoi, which is in Colombo itself, and the Ivory Inn. I'm not sure, really. Could you tell me a bit about the first one? 1s the Ivory Inn more or less the same? Good afiernaon. I’m planning ro go co Colombo in Sri Lanka and Td like some information about the hotels you recommend. Good afternoon, May's Travel. Claire Newton speaking. How can Thelp you? Yes, please. My name's John Scevens, and the address is 11 London Road, Cambridge. Is the Ivory Inn actually in Colombo, too? Thank you very much. Goodbye No, it’s very differenc. It's a private guest house, in fact, nota hovel. It's got twenty rooms with ceiling fans, and there are showers, but there's no hot water. It's very simple, really. Would you like me to send you the brochure? No, it’s about seven miles away. What sort of hotel are you looking, for? Yes, the Oberoi isa first-class horel, with all the facilities you would expect. There’s a good choice of restaurants, a pool, large grounds, tennis courts and so on. All right, Mr Stevens. I'll put that in the post this afternoon. The three words in the boxes on the outside can all be combined with one of the swords in the box in the centre (e.g. caffe shop, clathes shop, souvenir shop). Match cach combination. The first one has been done for you. 2 coffes [Faco SY dlothes folk souvenir ballroom =a 1 room a —— 2 season 9 shopping : entertainment summer re sports ees 4 view : - © simple 5 dancing | heated five-star Spool | indoor deluxe | swimming- eee 7 dub su |» 8 shop panoramic | oo hotel ears = 10 staff I = friendly L j health efficient golf polite watersportsExercise 7 Unit 1 Read the extract fiom the brochure and fill in the gaps with the following. words. The first one has been done for you. air-conditioned relax entertainment rustic facilities secting farnished situated informal spacious lies value Tradewinds radewinds is ' situated in™ ees on the south coast at Diani, just eee and within easy reach of some shops. It fringed by palm trees. ‘The main building is ¢ instyle, with a thatched roof in the local African manner, and the hotel's a include a restaurant, bar, hairdresser, and shop. oo ‘The modestly * rooms havea balcony or terrace, are and have a telephone and shower, this isa simple, medium-class hotel offering outstanding” for money, and an ideal place to unwind and before going on safariExercise 8 Unit 1 9 Answer the clues to find the hidden word. All the answers are connected with accommodation, The first one has been done for you. 'CiA|B/1|N| S|} 2 [ I BE [ j 7 > ey] y 8 1 Acthe Yosemite Lodge you can stay in small redwood —_. (6) 2 The millionaire reserved a__ of six rooms on the top floor of the hotel. (5) 3 Ifyou havea family, you should think about staying in a self-catering — that has three bedrooms, a kitchen, and a bathroom. (9) 4 Ac the Ahwahnee Horel in Yosemite, you can rent a double room or a separate —_ in the grounds. (7) 5 We took our tents and stayed in a lovely __ which had all the facilities swe needed. (8) 6 Westayed in a marvellous hotel that even had —_ co keep your horse in. (7) 7 Vd rather stay ina five-star —_than in a bed and breakfast. (5) 8 Our room doesn’t havea bath, butat least there is a. (6)Exercise 1 Exercise 2 Unit 2 Ahotel guest is writing a letter home. Complete the letter by filling in the gaps with words or phrases according to the symbols. The first one has been done for you. Complete the table on the next page with the following ieegular verbs. Each verb can be used with one of the sets of words on the right. The first one has been done for you. Use a dictionary if you need to. fly ring go speak know spend make wear pay writeExercise 3 Unit 2 WW a make made made changes, a decision, a reservation bo onlay, to bed, on a training course © the bell, the fire alarm, room service @ — ___itst cass, club class, economy class e —____ ___ ___ time, money, a holiday GS tthe bile in easly ia advance g ——__— —_____ —______ someone well, the answer, a place ho English, French, quietly i atuniform, clothes, a dinner jacket jo aletter, a fax, a message Puc the verbs in these short dialogues into the correct form of the Simple Past. The firse one has been done for you. a: There's a message for you, Mr Smith. 8: Thank you. When 'did it arrive (itlartive)? A: About an hour ago, sir. a: Where? ____(you/spend) your last holiday? B Wes go) ro the Canaries. ad you/have) a good time? 8 _— (novilike) it very much. In fact, leave) few days early (you/not/like) about it? B Wes think) it was much too modern. A: Tm sorry, Mr Johnson, we don’t seem to have a reservation for you. When 2 _— (you/make) the booking? By lee (not/write) to you myself my secretary u (ax) you last week. And she2@_____ (send) a letter of confirmation too She #9__ (book) ic in the name of the company. A: Oh yes, here itis. I do apologize,12 Unit 2 Exercise 4 Look at the two pictures showing a bedroom art the Astron Hotel before and after renovation. Write sentences about what the new owners have done, using the Present Perfect, as in the example. Example: repaint/all/rooms They have repainted all the rooms. a put/new baths/all/bathrooms b_ replace/all/old beds ¢ take down/old wallpaper a change/all/pictures e- lay/new carpets install/colour TVs/all/rooms spend/a lot of money/curtains and fabrics os x build/new cupboards/all/roomsUnit 2 13 Exercise 5 Read this extract from a tour operator's report about a visit to a hotel. Put the verbs into the Present Perfect or the Simple Past. The first one has been done for you. Use a dictionary if you need to.Exercise 6 Exercise 7 Unit 2 ‘Complete this table showing how to compare adjectives. ADJECTIVE COMPARATIVE SUPERLATIVE expensive more expensive than the most expensive clean 7 beter than the cheapest more interesting than bad = aoe eee more spacious than the most comfortable bigger than peers ceereeeeee busier than quiet ee A potential guest is phoning a country house hotel ro ask about differences bevween the rooms. Fill in the gaps with the comparative or superlative forms of the adjectives in brackets. The first one has been done for you. HorEL: Good afternoon, Carlton Court Hotel. How can I help you? Gussr: Good afternoon. I'm phoning to ask about the three suites you feature in your brochure ~ the Nelson, the Clive, and the Drake. I'm trying to decide which one would be he most suitable (suitable) for me. Are they all more ot less the same? nore: No, they areall indivi ually designed. I'll start with the Nelson suite ~ it has a single bed, a sicting-room and an en-suite bathroom. It costs £65 per night, so it's 2 chap) of the three suites, but of course itis also 3 (small) ofthe three because it's for one person. Guest: How much #______ big) are the other two? HorEL: About twice the size. The Clive is quite a lot 3 —____ —_______ (spacious) than the Nelson, and has a double bed, en-suite bathroom, a sitting-room, and a small dining- room, Ie’salitde@___and costs £85 per night per person, but that does include dinner for two. It’s the onlyExercise 8 Unit 2 15 suite on che top floor, so ic has 7 (good) view of the city. Guest: And whacis the Drake Suite like? noret: Well, it’s £105 per person per night including dinner, so it’s our 8 See (expensive) suite, but it’s also our (popular) one, and reservations need to be made well in advance. It is (large) than either the Clive or the Nelson, and it’s (quies) than them because it’s ac the back of the hotel Gust: Thankyou very rauch, I'll be in touch again soon. Complete the sentences by choosing a word from column A and a word from column B. The first one has been done for you. A B play- access safety size stair nurse king- ail resident bus wheelchair changing nappy- life courtesy room a Ifthe weather is bad, the children at the hotel can use the play-room on the ground floor. b_ In order to cater for guests who have babies, we have installed eee facilities in the toilets. There's no need to get a taxi from the airport. We provide a d_ Because many of our clients are elderly, we have a in case they need medical attention. As the stairs are quite steep, we have fitted a £ One of the toilets on the ground floor has been widened to provide for disabled guests. & Anumber of our rooms now have ______beds as we have had complaints that the beds were too small. h_ We decided that the cheapest way of giving people in wheelchairs access 10 the first oor was to installa —___Exercise 1 Exercise 2 Unit 3 Match the sentences in column A with the sentences in column B. The first one has been done for you. A 1 4. Thisis the third time you've a You shouldn't stand and wait been late, for one 2 — They'll give you a tip if they b_I must get to work soon want to. ¢ We don’t have to learn any 3 — Idon’t work in the Front other languages Office, d_ You must get here on time. 4. — Ics nearly eight o'clock. You should turn the light off 5 — That sounded very rude first 6 — The computer canwork it Guests like ie when out. receptionists are friendly. 7 It's dangerous to change ——_g_-You mustn'r speak to the guests light bulb like that like that. 8 _ Luckily all our guests are h Idon’t have to wear tie. English. i You don’t have to do the 9 — You should always try to calculations yourself. smile, In each of the following passages, choose one of the three words or phrases to fill the gaps. The first one has been done for you. must don’thaveto mustn't ‘Asit’s your first day, I'll just show you what to do. Obviously, you 'must malke the beds and hoover the carpet, and you 2—__ forget to check the cupboards in case the guests have left anything, IFone of the beds hasn’t been used, you 8 change the sheets, but you# tidy it up so that it looks right. If che guest is about to leave, you so check the mini-bar and tell reception if anything has been used so that they can pur it on the bill. In the bathroom, you ¢____ —_——.change all the towels and provide new soap and shampoo and make sure that everything is clean. Ifany of the light bulbs are broken, you 2 replace them yourself — you can just ring Maintenance and they'll ake cate of it.Unit 3 7 haveto don’thaveto _shouldn’t ‘The hotel is in the West End, so a lot of our guests want to go out to shows in London, and] try and arrange bookings for them. We have special arrangements with some of the cinemas and theatres, so that means our guests 2___ queue up for tickers and they 3 pay more than they should, which is good for them. But with some of the others — especially the very popular musicals — we ‘ ‘use agencies, and that means that the guests pay alloc extra. Personally I think thac the agencies © charge so much, but they always say that the guests 7 aoe make bookings atthe last minute. should don’thaveto mustn't You! know how to mixcall the cocktails on the list, and you? try and be as professional as possible, because that’s all part of the atmosphere. OF course, yous _________know how to make every cocktail in the world, because that would be impossible. Ifa guest asks you for a cocktail you don’t know, you 4 panic, you ® ____just ask them how to make it and youS show some interest in it because that makes chem feel good. There are sometimes problems with people who are under age. Ifyou think someone looks too young, you pas them for proof of their age and yous serve them alcohol if they are under seventeen. ‘What jobs are described in the three passages above? Passage 1 Passage 2 Passage 3 ———18 Exercise 3 Unie3 Complete the table of nouns and adjectives. The first one has been done for you. Use a dictionary if you need to. NOUN ADJECTIVE a enthusiasm enthusiastic b —_____ experienced © friend stanaeas d able fe. relevance £ permanence —____ & ——___tesponsible h availabilicy i _______ aware j suitability | Fill in the gaps in the following sencences using either the noun or the adjective in each pair in the table. The sentences are not in the same order as the table. Example: She'd be marvellous at organizing children’s activities because she's got lots of enthusiasm, a Pm rather shy and reserved, so I don’t think a job in Reception would be for me. b Please send usa letter and a cy giving details of your qualifications and experience. ¢ I’m surprised that she has decided to leave. I wasn'r____ that she wasn’t happy here. d_ Ifyou want to work in Front Office, you have to develop the odo three things a¢ the same time. € Sheis always happy, smiling, and___, so everyone likes her. f have several years’ ___. of working in a large hotel. g. The Head Housekeeper is roams are kept in good condition — for making sure that the h_ Could you phone Mr Peters and ask him when he would be ________ for the interview? i I worked there on a three-month contract but I did well and at the end they offered me a job,Exercise 4 Unit3 19 Choose a word from column A and a word from column B to complete the sentences. The first one has been done for you, A B permanent bedroomed personal dlentele kitchen quarter ewelve- rate turnover workload regular garden winter touch heavy staff a We have quite high staff numnover rate. Our employees don’t stay with us for very long, b) We're fully booked in spring, summer and autumn, but the psnesasEeanee is very quiet. We're small fa ly-run horel, and our guests appreciate the that we offer We can’t afford many staff, so the three of us who run the hotel have a ¢ We grow alt our own herbs and vegetables in the £ Most of our guests come back again and again, so we have a fairly yey run a large hotel chat has over fifty ______ and wenty other temporary employees. he Mysister runs a small hotel with a small restaurant that is open to non-residents.20 Unie 3 Exercise 5 Read the following advertisement. Choose one of the following words to fill the gaps. The first one has been done for you. challenging conference Golf opportunity communication essential minimum Personnel competitive experience National professional MANOR HOUSE HOTEL AND GOLF COURSE A magnificent jacobean-sryle 69-bedroom hotel offering ‘pleaxe facities and its own Championship Course, situated within a 270-acre councry estale in the Dartmoor * Park We require a DEPUTY HEAD RECEPTIONIST At __ opportunity has arisen to join our * and enthusiastic Front Office eam. You must possess excellent * and social skills coupled with a high level of guest care. Computer experience is ” together with a" of 2 years’ Frour Office Tn return we offer a ® salary, live-in accommedation if required, and the to join one of Europe's most progressive horel groups Please forward Cusriculum Vite 10 the ! ____ Manager, Priscilla Evans, the Manor House Hotel, Moretonhampatead, Devon TQI3 8RE Exercise 6 Emma Jones has replied to the advertisement above. Complete her letter by choosing the best word or phase from the options in italies. The first one has been done for you. Dear ma Evan 1 an ‘@hntaatingywsckeing/tatking in reoly to fhe afversisenent for the “work/job/poer of Depucy Head Receptionist witien you ‘madefblaced/wrore in chis aonchts editioa of Gaterar an lioteikeeper? magazine. 1 greatly enjoy working in a Front Office and taking ‘concem/care/attention of guests, and Would weleene the "possibi]ity /oteasion/ogportunity: to take on more rasponsibidity by working for a much larger hotel 3S you ill see from the ‘endiosed/added/Inieludes @y, T completes a equrss in Catering and Hotei Managengnt after ‘left /leave/leaving school, and then worked part-tine in a umber of hotels an London. ‘Since/Fox/Ae the las! yéer nd a half 1 Rave been working 1as/like/of a receptionist in the Belmont Hotel, where I nained “yaluable/=xpensive/costly exparience of working “with/or/from conputers and desLing with a wide range of quests. T also have a good working @understanding/abiiity/iciavledse of Geman and Franch, and I alse opeak a "Litt le/emali/fev Tealian. I would be "availablo/propaved/wilting for. interview fom Mey [Stay 1 tock Pahead/dp/sdeward to aay ingvhaae/naard feom you. Yours "truly/sincerely/taithtully meg Joes ‘Bua Jones:Exercise 7 Unit3 21 Answer the clues to find the hidden word. The first one has been done for you as an example. fp[U[R|C|H|A|S|1|N|G Py Tat 1 I work in the —_ Department - we are responsible for ordering and buying everything thar the other departments need and for keeping control of stocks. (10) 2 Some large hotels have a Officer who hires new employees, conducts interviews, and generally looks after the staff. (9) 3. There's no problem if you come back after midnight — the night will letyou in. (6) 4 Inthe —- Department, we are responsible for paying bills and salaries, and for the financial side of the hotel. (8) 5 There's a vacancy for a___ at the Medici Hotel — the job involves ‘cleaning the guests’ rooms, making the beds, and making sure thar everything looks right. (11) 6 Asa, you will be expected to look after guests’ special requests, and you'll have ro make theatre bookings, organize tours, travel arrangements, and so on. (9) 7 1work in the __ Office, so I deal directly with the guests, and for this kind of job you need to have good social skills. (5) 8 The General has overall responsibilicy for the running of the hotel. (7) 9) The restaurant are looking for an experienced __ with good pastry skills who can produce imaginative cuisine. (4) 10 I'ma, so part of my job is to welcome the guests and give them their room keys: you need to have a friendly, outgoing personality for this kind of work. (12) 11 Peter is the head of the __ Department, so contact him if you notice anything that needs repairing. (11) 12. The is in charge of the cleaners and chambermaids, and is responsible for making sure that the rooms look as they should. (11)Exercise 1 Exercise 2 Unit 4 ‘A guest is phoning the Marlow Hotel to bool a room. Number the dialogue in the right order (114). ‘The first one has been done for you. a — American Express, The number's 8773 457 238 5549. Will you need a deposit? — Hello, P'd like to book a room, please. — Yes, its Henry Box, and the address is 30 Lime Walk, Slough. — Certainly, sir. When would you like to come? — An individual booking — it’s fot our wedding anniversary. _—. No, bur you've been recommended to us by friends. — Filljust check availability. Yes, chat’ fine. Is this a company booking or an individual booking, sir? _— OK, 30 Lime Walk. May I ask if you've stayed with us before? — No, a deposit won't be necessary. If you'd like to make a note of your reservation number, it’s P 227. -L Marlow Hotel, Reservations. Charles Thompson speaking, _— That's nice to hear. How will you be paying? — Right, in thae case we'll provide complimentary flowers and champagne. May [ have your name, please? m — On the eleventh of May, for two nights. A double room for myself and my wife. n_— Thank you very much, Goodbye. ms om menos jaar coe ‘Use the information from the dialogue above to fill in this reservation card. Name Arrival date | No. of nights Room type ‘Company/Individual Stayed before ‘Method of payment Credivcard no. ‘Address Reservation no.Exercise 3 Exercise 4 Unité 23 Reply co the following questions using short answers Example: Are there any lifts in the hotel? Yes, shere are. a Te’salovely day, isn’t it? Yes, Excuse me, do you speak English? Yes, Do you work here? Yes, Is there a post-box anywhere here? Yes, ———-______ Have you been here before? No, — Are they going to stay another night? No, Have they confirmed that reservation? Ni ra menos May f use your phone? Yes, i Did you rake his number? No, Have you got a pen I could borrow? Yes, — Read through the information about some people who went co Spain. ‘Then answer the questions, using short answers as in the example. Finally, work out which hotel everyone stayed in. Peter, Mary, and the Smiths all went on holiday to Spain. They stayed in different hotels, the Granada, the Seville, and the Alhambra. Only two of the hotels were air-conditioned, Peter stayed in the only hotel with a pool. Each hotel had either air-conditioning or a pool. The Smiths did not stay in the Alhambra. The Granada did not have air-conditioning, a Did Peter, Mary and the Smiths travel to Spain? Yes, they did. Did they stay in the same hotel? Were all chree hotels air-conditioned: Did all che hotels have pools? see Did Peter's hotel have a pool? ——__ aes ‘Was Peter's hotel air-conditioned? Did the Smiths stay in the Alhambra? Could the Smiths have stayed at the Seville or the Granada? roe ome i Was the Granada air-conditioned? —____________.. j Did the Granada therefore have a pool: Therefore, ... Peter stayed atthe ‘The Smiths stayed at the — Mary stayed at the2% Exercise 5 Exercise 6 Unit 4 Match the following sentences with theit question tags. The first one has been done for you. 1 4 You've gora reservation, a didn't they? 2 — Noone here speaks b don’t you? Japanese, © wouldn'e you? 3 — Lexpect you want my d_ haven't you? passport, e have you? 4, This isa very nice horel, F do they? 5 — You'releaving tomorrow, shall? 6 — T'llsend you a letter of h isn’cit? confirmation, i aren't you? 7 — She's avery good j_isn'tshe? receptionist, 8 — You haven't seen my pen anywhere, 9. _. They paid by credit card, 10 — You'd like a room overlooking che garden, In che following celephone conversation, choose the correct option from the words in italics. The first one has been done for you, HoTeL: Good morning, Landsdown Hotel. ‘Can/Could I help you? GuEST: Good morning. Could I *havelipesk Reservations, please? Horet: Certainly. ?Wait/Hold the line, please. I'll Spuelconnect you through. cues: Thank you. Horet: I'm sorry, °1'm afvaidll regret the line’s busy. Will you Shold/hang on? Guest: Yes, that’s “finelplendidd. noret: Ics 8ringing/calling for you now. ... Reservations. Jane Watson 2ualkingéspeaking. How can Uhelp you? Guest: Hello, !ehis isshere is Michael Nelson fiom Killick & Co. I rang eatlier to book ewo singles from the 18th. nore: Yes, Mr Nelson, I remember. What can I 'do/make for you? Guest: Could I change that to three singles, again from the 18th? Horst: I'm Pafraidiorry, could you repeat that? It’s a !3faint/bad line Guest: Yes, could I have another single room for the same dates? vost: Yes, Mobviouslylf course. I'll see to that now. I'd be gratefull delighted if you could repeat/confirm that in writing, cuest: '7Sureh/Certainly, Thank you for your help. uoret: 'Your/You're welcome. Goodbye.Exercise 7 Unit 4 25 Find the words in the box to complete the sentences below. The words are hidden horizontally, vertically, and diagonally. The first one has been done for you. aT Pgteao Yo e F Rk EGREMS ADOS Fee 2 5 @ i Se s_rew RHNXS AS F MO 7) gle Weve E. A aT 7A UD Sg gOBVeCiTe @ S 7 WN Re BH 7Oes Grae CRT DPRODHTVYVK AW UP GKROWTEN eR Ae WT FG & “kK mM 1 We have our guests’ addresses on the computer, so it’s easy to them and send them a publicity letter. (5) 2. [find it difficule ro read the words on the because there's too much light behind ic. (6) 3 You can work on different things ar the same time —for example, you can work on ewo levters and use the calculacor, and they all appear in different. (7) 4 Idon’e use a typewriter any more ~ all our documents are done on the word —. (9) 5. Idon’e really like the way your letter looks - why don't you try doing ic again in a different —_? (6) 6 We gather as much information about our guests as we can and we score the on a hard disk. (4) 7 The new progeam makes ic much easier to —_ the information that, you need to find. (6) 8 Before you can get ro the information about che horel’s finances, you have to cype in a secret. (8) 9 Our computers are linked together in a so we can all exchange information. (7) 10 Whether or noca computer is easy to use depends on the rather than the machine itself. (8)Unit & Fill the gaps in the fax with the following words. The first one has been done for you. reserve devils en-suite following Regards availability discount Executive including —_ singleUnit 4 27 You work in Reservations at the Castle Lodge Hotel. The manager gives you the following instructions. Read them and complete the fax below. “Could you send a fax to Imperial Chemicals? Thank them for the two bookings and say that'll be fine. You'd becter quote the standard prices first, including half-board, service charges, and taxes — that’s £165 and £85 a night. I think we usually give them 10% discoune, so work out what it comes to and put the total at the end.” Date From: Reservations to! Attention: Thank you for.Exercise 1 Unit 5 Match che questions in American English in Column A with the replies ia British English in column B. The first one has been done for you. A 1 4 Istherea drugscore downtown where I can get some diapers? 2 _ Where's the rest room? 3 — Reception, the trash cans call Full. 4 _ I'minabitofahuny. Can you get my check? 5 — Did you have a vacation mething wrong with the faucer in my room, Can you fix it? 7 — Do you havea candy store in the hotel? 8 _ Do you have any porato chips? 9 — Is there a gas station round here? 10 _ Are the prices any cheaper in the fall? B a b oe > Noc exactly, bur the souvenir shop has a range of sweers Yes, we have a range of special autumn breaks Lam sorry. 'l send a plumber co mend the tap at once. Yes, there's a chemist called Boots in the ciry centre that has nappies. Yes, the nearest garage is just round the corner. Yes, I'll prepare your bill ac once. No, I'm afraid we don’t have any crisps, bue we do have peanuts, ‘The ladies’ coilets are down the corridor on the lef Yes, I had a short holiday in Spain. I do apologize. I'll send someone to empty the bins at once.Exercise 2 Exercise 3 Unit 5 29 Some words have different meanings in American and British English. In each pair of sentences, one speaker is American and the other is British. ‘Which is which? Example: ve lost my purse, and it's got my map book, passport, and make-up in it. American I've lost my purse, and it's got my credit card and some small change in ie. British. a bought thtee pairs of pants, and they cost £2.50. b bought three pairs of pants, and they cost £85.00. ¢ I'm Jack, I'm twenty-one years old, and I go to school in Cambridge. d_ I'm Jack, I'm fifteen years old, and I go to school in Cambridge. If we run out of gas, welll just have to walk. £ If we rua out of gas, welll just have to use the electric heater. g Ifyou want to get to the other side of the road, use the subway h_ Ifyou want to get to the other side of the city, use the subway. Thad a flat, bur I decided to sell i. Thad a flat, so I gor to the airport late, —____ Pur the following items of food into groups of three. The first two items have been done for you. apple leeks risti béchamel —_lyonnaise salmon broccoli peas sauté haddock plaice tartare ham pork veal A B c D E broccoli peas30 Exercise 4 Unie 5 You are a waiter/waitress in a restaurant. Your customers want explanations of different items on the menu, Answer their questions using a phrase from each of the three columns. A B c a chicken breast with a white scem with garlic and avariety of shellfish made with egg cream, akind of sweet whices, and a green top. akind of meat made with eggs and liqueur. thinly sliced potatoes chocolate, and has pink flesh. akind of sauce made with milk, burare much avery light dish that is quite large smaller akind of fish filled wich garlic young calves. akind of vegetable butter, vanilla, eggs and that look like sugar. lobsters, and coated with that comes from breadcrumbs. that are baked and baked in the oven Exampl ‘What is Chicken Kiev? Itba chicken breast filled with garlic buster and coated with breaderumbs, a What are prawns? b What are chocolate truffles? © Whatis veal? d_ What are pommes de terre lyonnaises? e What is custard?Exercise 5 Unit 5 31 £ Whatisa souffle? g Whatis salmon? hh Whatisa leek? Now think of three dishes that are popular in your country but that foreign visitors might not know. Write short explanations of what they are, You are working ac the receprion desk of a busy hotel. Using your own ideas, offer help to the guests. Use will in your answers. Example: “The TV in my room doesn’t seem to be working properly.” Til send someone up to fis it straight away. a. ‘T'mafiaid I haven't got any cash on me to pay for this guidebook.” b ‘I'm afraid I've bent my room key and it doesn’t open the door.’ ¢ ‘Ineed to get into town as soon as possible.” d_ ‘Would it be possible for you to look after my passport and traveller's cheques?” © ‘Inced to phone Mr Jamieson at the Imperial Hotel, but I haven’t got the phone number.”32 Exercise 6 Exercise 7 Unit 5 Fill che gaps in these two dialogues with will or going to and the verb in brackets. The fitst one has been done for you. Gurst 1: Could you let me have £5? ] 'am going to buy (buy) a few things from the gift shop. Guest 2: Ofcourse. What?___________(you/buy)? aver: [2_____ (er) some postcards. Guest 2: Do they sell papers as well? Guest: [{ have) a look for you. 13 (get) you The Times if they have one. Guest: Could you ring Mr Hazlett in Room 527 for me? kecerrion: Certainly, 16 — (cing) him now... I'm afraid chere’s no reply, but {2 (give) him a message if you like. urs: Thanks. Could you tell him that I've got some theatte tickets, and that we®________(see) ‘Hamlec’? reception: OK. 12% (let) him know. Make sentences from the jumbled words, and use them to complete the dialogue in the restaurant. One has been done for you. athe in like you table would corner Til right one getaway done steaks like you would how your wine the menu here and is the list some meal like order you with wine to would your a for cable like you would two you to now are ready order to like follow what would you as you like would what a starter you like order would aperitif to an Warrer: Good evening, sic, Would you like a table for nwo? Gurst: Yes, please warrer: 2 ust: Yes, that would be fine. It looks nice and quiet over there. WAITER: 4 curst: Yes, please, a Cinzano and a dry Martini. warrer: Certainly, sir. 4 cuest: Thankyou.Exercise 8 Unit 5 33 WAITER: + Guest: Yes, we are, WAITER: & Guest: The snails and one mixed salad, please. mirmaarcns ge, Gust: Two filler steaks with maitre d’hotel butter, please. warren: Certainly.8$ curs: One medium rare, and the other well done. WAITER: 2 curst: Yes, please. A bortle of Rioja. WAITER: 12 You are working as a receptionist. Two guests speak ro you. Write down the messages you would take for the Concierge, and Mr Harvey. Try to make the messages as short but as clear as you can, The first one has been started for you. ‘Tve been trying to get hold of the concierge, but she doesn’t seem to be in. Anyway, it's dbout the excursion you're doing to the Acropolis comorrow. What we really need to know is what happens and how much iall costs, and then we can make up our minds abour whether or not to go. So could you ask her to give us a ring? It’s Mr Hertz and we're in Room 284. Thanks.” concierae: Mr Hertz (284) ‘Could I have a word with John Harvey? He’s in Room 635. Oh, he’s out, is he? Could you lec him know I rang and I'll call back later ~ the name’s Peter Franks.’Exercise 1 Exercise 2 Unit 6 Complete the dialogue by choosing the best option from the words in italics. The first one has been done for you. Gust: Pd like to check outldepart now, please. notes: Certainly, madam. May I *havelknow yout room number? GUEST: Yes, i's 429 and the name’s Ann Smith. notes: 2/7’'m going to get your bill straight 4uplaway. Guest: Thank you. HOTEL: *Here/Here you are, madam. Would you like to Sverifi/check it? cust: Thank you. ? There /f have just one thing ~ do you know what these extras are *from/for? woreL: Phone cals, I think, but°/U/'m going to check, if you like. Guest: No, don’t ©mindfworry, tha "can/muas be right. Everything appearheems fine HOTEL: How Swouldhvill you lke to Mpay/buy? Guest: You acceputreceive Visa, ‘isn’t itldon't yout HoTEL: Yes, we doit is. cuest: Here you are. March the calculations in column. A with the answers in column B. They all relate to prices at a New York hotel. The first one has been done for you. A B 1b $45 + 10% a is $2.70. 2 — $200- 15% b comes to $49.50. 3 _ £100 at $1.624 to the £ © comes to $3 each 4 _ $12+4 d is $170. 5 — $121.25x4 e comes to $162.40. 6 — $0.90%3 F is $485. Now decide which calculation above is relevant. Write out the calculation as you would say it, Example: Lunch for wo in the hotel restaurant including the service charge. Forty-five dollars plus ten per cens comes to forty-nine dollars and fifty cents. a The price of a standard room from Monday to Friday lunchtime. b> The cost of three Coca-Colas from the mini-bar.Exercise 3 Unit 6 35 ¢ The amount in dollars you would receive when changing £100 at the bureau de change. The price of an executive room with a corporate discount. The cost per person ofa ten-minute axi ride shared by four people. Answer the clues to find the hidden word. The first one has been done for you. WRIAITIE sit : 3B | { : . 4 PII fe | a 8 5 [10 1 Room — for our regular corporate guests are lower than those for individual bookings. (5) Ina Visa transaction, give the guest the top copy of the —. (7) I'd like to pay by card. Do you accept American Express? (6) No, there's no need to paya— . You can just leave us your passport as secutity. (7) Ifyou go on a package tour, you may have to pay in. (7) Thaven’t got any on me~ could you lend me 50p for the bus? (4) Ifyou have still got the, the shop will give youa refund. (7) ve got my guarantee card, but I can’t seem to find my book. (6) Could you prepare my bill, please? I'd like to check —_ now. (3) I've got £50 - could you give me ten £5 __.? (5) AON Seevuau36 Exercise 4 Unit 6 Fill che gaps in this table with the cotrect form of the verb be. The first ‘one has been done for you. ACTIVE TENSE PASSIVE a They inspect the rooms Present Simple The rooms are every day. inspected every day. b They'recleaning your Present Continuous Your room — room now. cleaned now. € They sent the bill to the Simple Past The bill ‘company. sent to the company. dd. They were preparing the Past Continuous The bill bil prepared € Theyhave redecorated Present Perfect The bar the bar. ______ redecorated. £ They had made a ase Perfect A mistake mistake _—______ made. g They will do ic Future It tomorrow. done tomorrow. Transform hese sentences into the passive, using the seven tenses above. ‘The tenses are not in the same order as the table. The first one has been done for you. a They gave corporate clients a 15% discount last year. Last year corporate clients were given a 15% discount. b_ I'mafiaid chey are emprying the pool for maintenance. I'mafiaid the pool © Weask guests to check out by 12.00 Guests dd Weewill return guests’ laundry by 9 a.m. the following morning. Guests’ laundry Ididn’c know if the bill had included service. Ididn’t know if service £ Why hasn't anyone paid this bill yer? Why g He called a taxi while they were bringing down his luggage. He called a taxi while hisExercise 5 Unit 6 37 Arrange the sentences below into two passages. They both describe the procedures to follow when accepting credie cards; the first passage is a formal description issued by the credit card company, and in the second passage a hotel employee is telling a new trainee informally what to do. One sentence from each passage has been given. a. If the date is still valid, an authorization code should be obtained from. the credie card company. b_ Then you fill in the voucher and ask them to sign it while you are looking. ag Wheottheylvesientilt, check tharite dapamss aré the sine d_ Firse of all, make sure that the card isn’t our of dare. e If theyare, you give them back their card and the top sheer of the voucher, and that’s it. £. In order to prevent credic card fraud, che following procedures muse be followed. g Firstly, the expiry date of the card must be checked. h. Finally, ifthe signatures match, che card and the top copy of the voucher should be teturned to the customer. i Ific's still valid, you phone the credit card company for an authorization number. j Basically, what you have to do is this. ke The voucher should be filled in and signed in che presence of the employee. 1 The signatures on the card and voucher should be compared. Formal description 1 Inorder to prevent credit card fraud, the following procedures must be « followed. 2 Informal instructions 1 Basically, what you have to do is sis.38 Unit 6 Exercise 6 ‘The manager of the Bear Island Hotel has received this letter. Read che information and the brochure and choose a suitable suite for Mr and Mrs Hayward. ¥2 ve ee 7 = 7 al d rieror d ¥ ae sume Aceon non anon mlceamason, | [NUMBER OF PER NIGHT? Guests | DOVE “Twin-bedded room, 1 gs Separate siting-r00m, private bathiegom, sea views (Single person supplement £15 per night) we Double bedkoom, 2 Es separate sitting-réom, private bathroom, sea views DERWENT Dauble bedroom, 2 E50 separate sitting-room, private bathroom, sea views, ‘balcony! LAT ‘Two double bedrooms, 3 [si separate sitting-room, pprivate bathroom, (hes scapaytnee SE NHENS, fonmamen —_(DAleony Sassen pete) A adeedbHHEH TAAL, * including full English breakfast, dinner and VAT 17.5% SPECIAL RATES Low season discount: Between January 10 and April 22, bookings attract alow-season discount of 10% ong say aout jookangs for five nights or more attract a EN) Eras ee further discount of 10%. cl nn rei i aUnit 6 39 ‘Now complete the reply and reservation form. RESERVATION FORM Name! Address 2 Postcode * Telephone Now Please reserve accomodation ‘or $_______person/peaple i the & Suite for z rights arving on and departing on | enclose my cheque to the value of "© beng one quarter ofthe total cost of my tay, | understard that ths depost may be forfeited in the event of cancelation or curtalment. Signttee 1 ‘BactExercise 1 First ofall, read paragraph 1. Then choose one of the options, A, B, or C. “The option will tell you which paragraph to read next. For example, if you choose option C after paragraph 1, it says ‘Go TO 18". This means you must go to paragraph 18 and continue reading there. The aim is to find the best solution to the problem. ‘A guestat your hotel comes up to you and says, ‘I have a complaint to make, The room I’m in is terribly noisy.’ Should you .. ‘A offer to change the guest's room? Go To 19. B ask the guest to tell you more about the noise? Go To 9. C say that there are no other rooms available? co TO 18. ‘The manager calls you into his office. He has heard about what happened and says that you have handled the situation very badly. He explains that the hotel is already overstaffed, and that he is dismissing you because you have lost the hotel one of its most valuable clients. This is the end, but it is the worst solution. Go back to the beginning and try again. ‘The manager calls you into his office. He is impressed by the way you handled the situation and has decided to promote you and to give you a pay rise. This is the best solution, and che end, ‘The guest insists on seeing the manager. Do you ‘A. ask the guest to have a complimentary coffee while you sore the problem out? Go To 8. B goand see the manager? Go To 11. tell the guest not to be such a nuisance? Go To 5. ‘The guest storms out and writes a complaint ro the manager and to the local tourist board. Go 10 2. “The manager hears what you have done. He says you did not handle the situation particularly well, and chat in future you should do things differently. Go 70 16.10 rt 12 13 14 15 Unit 7 41 You discover that the guest making the complaint is a very important customer who sends a large number of clients to the hotel. You also discover that the noisy guests are leaving today and will be replaced by a retired couple. When he returns, do you ... A offer to give him a different room? Go ro 19. B explain the situation, apologize, and offer him a free dinner as compensation? Go To 14. C say thar he will just have to stay where he is? Go To 5, You think about the situation and decide that the guest has a reasonable complaint. When he returns, you tell him that... A he must pay the extra, but can have a discount the next time he comes. GOTO 5. B_hecan have the room at che original price. Go r0 6. C he can have the room for the original price less 10% for che inconvenience he has suffered. G0 To 15 “The guest explains that the people in the room next door had a tape recorder and were playing very loud music into the early hours of the morning. He complained but was ignored. Do you ... A offer to give him a different room? Go To 19. B ask him to have a complimentary coffee while you lool at the siuation? Go To 17. tell him that you will speak to the people in the next room? Go To 13, ‘The manager is not there. GO BACK TO 18, ‘The manager is out. Go Back To 4. ‘The manager is out. Go Back TO 17. You cannot contact the people in the next room, s0 you decide ro upgrade him. co To 19. ‘The guese thanks you for your offer and when he leaves, he writes a note to the manager explaining how well you handled the situation. G0 To 5. ‘The manager calls you into his office. He is not impressed by the way you handled the situation as you lost the hotel a considerable amount of money. As a result he will deduce the money from your salary to teach youalesson. Go To 16,42 Exercise 2 16 7 18 19 Unit 7 “The manager gives you some training material to read. It is abour a guest who complains that his room is too noisy. Go BACK TO 1 AND TRY AGAIN, While he is away, you... A. deal with some important paperwork; you hope he won't come back again, buche does. co To 18. B check the guest profile on the computer. G0 T0 7. C goand see the manager. G0 To 12. ‘The guest is not satisfied and feels that something can be done. Do you A goandsee the manager? Go To 10. B upgrade him toa different room? Go To 19. C ask him to tell you a litcle more about the problem? Go To 9. ‘The guest is happy and you allocate one of the most expensive rooms, Three days later the guest checks out, and is hortified at the size of the bill, which is more than double wha he had been expecting. Do you A. explain chat the price was clearly posted on che door and that he muse pay? Go To 4, B ask the guest to have a complimentary coffee while you sort the problem out? co To 8. C say that he can have the room for the original price? Go To 6 ‘What is the quickest way to the best solution? Write down the steps here: es ‘What is the quickest way to losing your job? Write down the steps here: ICc> ‘After inspecting che rooms at 10.00 a.m., the housekeeper in a large hotel made list of jobs that needed to be done. It is now 11.50 a.m. Write sentences about what has been done and what hasn't been done. Example: 201 = fix lock on bathroom door, (No) The lack on the bathroom door in 201 hasn't been fixed. 208 — collect laundry. (Yes) The laundry has been collected from 208. a 213-mendplug. (Yes) b 215~replace kettle. (No)Exercise 3 Unit 7 43 ¢ 316~clean up red wine stain on carpet. (No) d_ 302—change bedcovers. (Yes) ¢ Third floor —empry bins in corridor. (Yes) £ 403 —repair leaking tap. (No) g 416—putincot. (No) h 500—air-conditioning needs adjusting. (Yes) Read che following situations. Make two sentences about each one, using should have and shouldn't have. Example: Karl fost his job as a reservations clerk. He kepe forgetting to write people's names in the reservations book. He shouldn't have been so inefficient. He should have written down the information straight away. ‘The receptionise at a big hotel shouted at one of the guests who pointed cout that there was mistake on his bill Avwaiver in a restaurant didn’t get any tips all evening. © d A chef had to throw away a steak that one of the diners sent back. peer Maria gota very bad reference from her previous employer. g h Henry lost someone's passport.“4 Exercise 4 Unit 7 Choose the best word to complete the sentences. Use a dictionary if you need t0. The first one has been done for you. a Send someone up to my room at once ~ the bathroom hasn't been cleaned and ie’s absolutely disgusting. A very B extremely C terribly D absolutely b_ The food isn’t bad but the service is____slow. A absolutely B utterly C totally D very ¢ The training that they give their staff is extcemely A brilliant B magnificent C good D wonderful d_ The problem with holidays in England is thar the weather is often very A awful B terrible C dreadful D bad fe. Thisis the worst bottle of wine I have ever had. It is absolutely ~ it tastes like vinegar: A bad B sour C disgusting D unpleasant £ ['m______ sorry Room Service haven't brought you your coffee yer. P'lask them to bring it up straight away. A bitterly B quite C absolutely D terribly & Please cell che chef that was the best steak I have ever had. Ie was marvellous. A terribly B absolutely C very D extremely h The room Pm in is small. I must insist on having another one. A quite B absolutely totally D extremely i P'm certainly nor going in the pool ~ it looks very A dirty B filthy C disgusting D revolting j The last hotel where I worked was absolucely __~ there were cover 900 bedrooms, A enormous B big C large D highExercise 5 Unit 7 45 Using the words and pine phrase below, complet thi ee ee Sees fot ls requere fr halal food. (Haka ined that food. (Halal food is eaten by Muslims and h: hasbeen doneforyou. be prepared in a special way.) The first . -) The frst one adequate notice asin ofr concn Toro ket pont ieee tT anep in advance ‘Thank you for Unforcanately Twas sotry to hear pear Dr Abdulrahman, er of 18 May Sghecte you. for your TebM a that you ware unable to “Suain hated food from che vestanrant ana phat YOu had to eat Gob fan Semscn See, yoo. spent wien Ua, Ue bo Bguite right to say n2e Spe brochure states that ter cater for our guests! special diet. MOWrHES e eee che brochure a1so make? ie clear cnet wo rene 4 pocause we Heed So mene special arrengenent® formed of YOUr and so were reGpie to meet chen. = | Mowatt, cme weenll Ue Tole to provide halal £008 Wen you next coma to Stay ich ve de you ema wave three days’ notice: we were not i tt woul ithe tp BEE ‘cost. of your next visit and cerwill have the pleasure of yeas voucher towards the your custom again. a ny apologies for the gneonvenience You eubfered. yours ©. pel BG tagerteld ManagerExercise 1 Read the Information Sheets which describe some of the activities available at the Sherwood Holiday Village, and answer these questions. ‘The first one has been statted for you. a Which activities offer tuition? Archery, fencing b Which activities are not available on Mondays? Which activities take place outside the grounds of Sherwood? d_ What would be the price for a Parent and Child Musketeer fencing session of an hour and fifteen minutes? What activities are available for a child aged six? £ Which activities requize special clothing of some kind? & How much would two houts’ windsurfing (without tuition) cost if you brought all your own equipment? i Which is the mose expensive activity?Unit 8 7 ARCHERY UTR At fa ‘Tranpor is rvided tom Recepion 1 ams ody 1030 2m. Tey Tmt 930 am, 12m, 230 pn Sr 1030 a sin Sie CLAY PIGEON SHOOTING eee ac vwation ea Wp spied a in TUnoh rf atca rpn Campin vegan HMMM AGE ya a is Sa i Any od = ah pees quipmewt 1M provide, Gs, indigSighowght ad ais ties, hai postin von false fen rece Not nese wi Syn Uae 4S per eo pe in FENCING woah Coma bebe vio is Melty ad Say Gerona ‘een Mow 15 me espe rt 40 po {pl wy br ope he Pao and Gt Wat, vey ad ae $c ort ho hae tet. eles ero ag pe equrren Mott Lng oe ed mon sok falcon gr ey i Pl nd, sn ct 4 ys by or Pd Oa eee Loco THES woves trang swe querewt THM HORSE RIDING eal sles Tsp piel fom lei Now spay hse and 3 ie | ie tain kno ee Sy py kg i Anno ee Kinny, aan wh se Begone ing say 15 pee Rely. Hnmon ae & yer Leona tr Ses by aang, {ary ea ate ap Ty Cane wh ang toe or TL my Hace er man wig se gi ee Seana age Tid fat a hse wi elm om Fen La 940 eta cd CR Se py 8 hs —<$<—— fared fee} 2130 || TEN.PIN BOWLING bane Ua bd me i spn se We, fourm A pnd, aig te ‘ome Fede el thf pw pt Sl Pe to oa ve Praha Tei ong 3 vey ep 30 aie yo bok ey od depot WINDSURFING quent ovat anos seer nt comets TF We hav 345m at 325m bons nol ul age of sis is nae fr Tes abl, Weis and wes boas ae anil er fre art eomended that he a wo. ‘unheard. Fee ene you fae adequate id par inure. uancy ab mas vara Shred west Dot mat be wor’ Wess are enmended 2 my Be ie Ton is sry asl fe nove. We ofr rasnaly reaped causes hk che Wego! Bik fr dels er £3.50 pr eo foun 65.80,48 Exercise 2 Exercise 3 Unit 8 ‘A hotel guest is making enquiries about a guided rour on behalf of his young daughter. Fill in the blanks with the correct form of the verb. The first onc has been done for you. cust: Could you give mea little more information about yout City Tours tomorrow? My daughter would like to see the sights, but we'll be leaving for the airport at about five, so if she ‘decides (decide) to go ona tour, she? must) be back by 4.30. concterce: Right, wel, there are three tours tomorrow, so I'l just checke che times for you. First ofall there's the Acropolis Tour, and if sheB _— (go) on that one, she 4 (get back) here at four, so that would be all right. Ifshe $__________(choose) the Corinth Canal Tour, she $____ (not return) until the evening, so that’s not suitable. The other one is the tour of the museum, and there are ewo visits — one in the morning and one in the afternoon, Gusst: What time? _______(she/get back) if she#_____ (go) on the early morning visie? concierce: Ifthere?_____________ (be) aslight delay because of traffic or something, it still means that she Toisas ___ (have) plenty of time. Guest: OK, well, Pll think about i, and if she 1 (decide) to do thar, 12 letyou know). ConcieRGE: That's fine, but please 13 (make) a reservation ifshe#__ want) to go, because they do get booked up quickly, and there's a chance that she $ (not/ger) a place if you ero eely. Use your own ideas, based on the following notes, to write First Conditional sentences beginning with If. Example: A driving licence is necessary to hire a car. If you haven't gor a driving licence, you can't hire a car a Breakfast can be ordered by ringing room serviceExercise 4 Unit 8 49 b_ We offer 10% discount for cash payments. © TOTAL SUN BLOCK CREAM — protection factor 30. d_ Disco ~ minimum age, sixteen. Cheques are welcome when supported by a valid guarantee card. £ Courtesy coach ~ transfer time to airport, thirty-five minutes. g. Early booking for the Santorini Tour is essential. hh Guests are advised not to leave valuables in their rooms. Imagine you are working in a hotel in your home town. A number of guests ask you for your advice and suggestions. Use your own ideas to make three different suggestions in each situation Example: ‘T've gor the whole morning free. Is there anything interesting I could do?" a Why don’t you have a look at the local museum? b UfTwere you, I'd spend the morning in the covered market. You could always visit some of the college 1 ‘I'd like to look round town, but I don’t want to hire a car.” 2 ‘T'd like to take back a small present for my wife. Any ideas?” $e eee be aaeeeee ea SE 3 ‘I don’t feel like staying in tonight. What sort of things are on in town?”50 Exercise 5 Unit 8 Read the description ofa tour organized by a hotel in Nepal. Number the different methods of transport shown in the pictures in the order in which they are used on the tour. The first one has been done for you. Day 1 Drive by ait-congitioned coach to the put- in point on the Trishali River at the small vilage of Kuringhat. The day is spent rafting in a long forested canyon which offers a number of ehalengng rapids, Overigh camp on 9 sandy Day 2 A more leisurely pace, we float by the towns of Devghat and Naravanghar. Camp at the ccanflucnce point of the Kali Gandali and Trishul Rivers, Day 3 Enter the Royal Chitwan National Park and float down to the Thart Villge. Here you have an excellent chance to see'a wealth of ‘waterfowl and some large mammals on the Tiverbanks. From Amalurighat, wave in syle by ballock cart to the Tiger Tops Tharu Village “Aftercon venture on ponyback to cbserve fe to ‘nearby hans hanes or flax by the pool. Esjoy {cultural programe before dinner Day 4 A boat tip across the Naranyi River and a Landrover drive with sightseeing en route brings you to the Tiger Tops Tented Camp. Enjoy an clephanr safari and a jungle walk accompanied by ‘atualists, Overnight at the Camp. Day $ Enjoy an early-morning nature walk in the densely forested Surung Valley before driving to Meghauli airstrip for the shoet fight to ‘Kathmandu. ‘Transfer to your hotel,Exercise 6 Unit 8 51 ‘Answer the clues to find the hidden word. All the words are connected with renting cars. 3 a 5 6 7 z s 1 The price includes collision damage you have an accident. (6) 2 In certain countries, we can offer one-way —_, so you can pick up the car in one city and leave it in another. (6) 3 In the US, child safety _ are mandatory for all children under six years. (5) Do you know whether this car is auromatic or? (6) “The price quoted includes insurance for third, fire and theft. (5) Local government are usually berween 5% and 10% of the cost of hiring the car. (5) 7 When you collect the car, we will provide you with a full __ of petrol. @ You don’t need an international driving —__ —a British one is fine. (7) 9 The price includes unlimited _, so you can drive as much as you like with no extra charge. (7) 80 you don’t have to pay if aeExercise 1 Exercise 2 Unit 9 ‘A company in London has invited a group of importanr clienss from. Japan for a series of meetings. Look at the information about the two hotels they are considering for rhe group, and complete the sentences with like, unlike, just as, and whereas. PALACE REGATTA Secreta services ves ves! [Experience of dealing with Japanese liens Yes Yes -Mimiber of staf? eho speaks: Japanese: es ves Japanese food in the rexaurat No Yer Signs and information Yes Example: Like che Palace, the Regatta provides a range of secretarial services, a ____ the Palace, the Regatta has experience of dealing wich Japanese clients. b ______ the Palace employs someone who speaks Japanese, the Regatta also has a member of staff who speaks i ee the Palace, the Regatta has a restaurant that serves a wide range of Japanese food. d_ The Palace only has signs and information in English, —__. the Regatta has signs and information in Japanese as well. © The Palace offers translating facilities, the Regatta does £ _____ the Palace, the Regatta provides special services for business guests. g The Palace does nor offer any discounts, ___ the Regacta’s discounts are very generous, h ___ the Palace, the Regatta has a good choice of conference toms. ‘Write questions beginning How long in response ro these statements. Use the Present Perfect Continuous of the verbs in brackets Example: ‘I'm getting more confident about speaking Japanese.’ (you/learn it) How long have you been learning it?Exercise 3 Unit 9 53, a ‘know my way around London much berrer now.’ (you/live there) b “This hotel feels like a second home.’ (you/stay here) ¢ ‘work for Thomsons, the rour operarots.’ (you/work for them) d_ ‘You're back at last! Mrs Schmide is in your office.’ (she/wair for me) © “They give usa good discount here because we're regular customers.’ (you/come here) f ‘Asyou can see, we've gora very good range of conference facilites.’ (youfhave conferences here) Reply to the following questions and statements using the words in brackets and the Present Perfect Continuous with for or since. Example “How long have you had the new chef” (He/work here/three months) He's been working here far three months. a. Tsthis your first crip co Athens?” (No/I/come here/yeats) b ‘Are you new here?’ (No/L/work here/last September) € ‘You speak very good English.’ (Thank you/l/study it/five years) (No/wef “Is this the firse group from Korea that you've looked after?” look after thema/a long time) e “The Concierge doesn’t seem very competent.’ (He/not/do the job very Jong) £ ‘You havea wonderful herb garden here.’ (We/grow/all our own herbs/the hotel opened)54 Unit 9 Exercise 4 In the following dialogues, put the verbs in brackets into the Present Perfecr Simple or the Present Perfect Continuous. The first one has been done for you as an example. Guest: Hello, Is there something wrong with Room Service? I have been waiting (wait) for my breakfast for over pwenty minutes, and it still isn't here. RECEPTION: I’m sorry, si. I'll give them a ring. May I have your room number? Guest: 328, In fact, [2_________ (cing) them. three times but they're always engaged. RECEPTION: I do apologize. I'll go round to them personally and see what's going on. Gurst i: Is this the frst time your company 3 (use) this hotel? quest 2: No, we ____ (have) two or three conferences here, and we like it. What about you? Guest: Wel e very old customers here. We 3 (come) here for the last ewenty years. MANAGER: How are you getting on with this morning's post? secrerary: 16 (deal) with most of it Wet _____ have) ewo bookings for July, andI@_______(pay) all ofthe bills. 1 2 a write) to Carson Ltd to ask if they ‘want any special arrangements for their manager who's coming next week. Oh, one other thing, we'd better get someone to look ac the fax. machine ~ someone }2__ (ay) w get through since aboue nine this morning, but the machine doesn’t seem to be working properly. Exercise 5 1 On the next page is a magazine report about a new Hyatt hotel in Spain. Put the paragraphs into the coreect order. The first one has been done for you.Unit 9 55 __Hlyatés test venture the Hyatt established combination, soit was no Hyatt had shown that» quarter ofthe [La Mange Club, a 1400-acre resort on surprise that Hyatt came up with the 30 milion golfers in the US were top the souther coast of Spain Hyatt has idea of carrying out a survey of the management executives. I therefore totally redeveloped this resort, with business golfer’sattitude to the game, developed a strategy of developing three If-hole championship golf hotel resort complexes, complete with courses seventeen tennis courts and a dA cenral prt ofthe riot is the go courses and other health facilites. variety of watersports recently opened Hotel Principe Felipe 2 192-t00m hotel designed in the Hyatt interviewed over 400 golfing 'b_The majority of those playing golf Andalusian style of the region and executivesand found thatthe way they con business, however, stressed that overlooking the golf courses. Hyatt played was very similar to their making contacts and winning new hopes the new complex will meet the behaviour in the boardroom; more business was an integral part of their needs of a wide range of business than a third, for example, admitted rationale for spending somuch time on travellers and other golfing cheating on the golf course as well as ‘he fairways and puting greens. enthusiasts cheating at work, Highly-motivated achievers also preferred playing long, c1.Gols, hotels, and business e__In addition to the most recent hilly courses to anything that was too travellers have long been a well survey, other research carried out by €2sy for theirskils Say if the following statements are true or false, The first one has been done for you. a Hyatt conducted its recent survey to see how they could get more executives to play golf. Fale b_ Most of the executives that Hyatt interviewed said they cheated at golf, ____ © Highly motivated executives did not like shore, simple golf courses. 4. Most of che people they interviewed said they played golf to make contacts. e Anearly Hyacr survey in the US showed that there were about 7.5 million top management executives who played golf. £ Hyatt decided ro develop the La Manga resort after interviewing 400 golfing executives. —__ g Hyatt’s resort in La Manga offers a range of other sporting activities besides golf. h_ The style of the horel reflects the architecture in the local area.56 Unit 9 You work at the Country Park Hotel. You have been asked to complete Exercise 6 this leceer which will be mailed to your existing business customers. In paragraph 1, describe the suites in the new Business Wing of the hotel which has just been completed; in paragraph 2, remind them of the other facilities that the hotel has. Look at the photographs fot ideas. ®G. you winy executive nesae —— —— 2 In agai tion to thy Fe lita see ater, ff ond sporting actiyie tivities acit SHO Business ¥,Unit 9 37 Exercise 7 Answer the clues to find the hidden word. The first one has been done for you. WsfE;C{RIE};TIA] RI IALL Ry 3 a as le [7 ; | 9 1 As part of the service we offer our business guests, we provide a range of _— services including typing, photocopying, and filing. (11) 2 The TVsin the business suites are all equipped with so you can check on the latest news or stock market figures. (8) 3 Could you let me have an projector so that the people in the meeting can see the charts I'm refecring 10? (8) 4 When you're using the projector, you can pull down the from the ceiling rather than use the wall. (6) 5 Each Business Suite has the latest IBM-compatible personal __ loaded with software. (8) 6 In each Business Suite there is a bedroom and a separate _ room for up to eight people. (7) 7 Rooms are provided with a fall range of _ including writing paper, envelopes, and paper for the fax. (10) 8 We treat all our guests well, but we take special care with people like top company directors, who ate classified as. (4) 9) Could you let me have a new cartridge for the —, please? It seems to have run out of ink. (7)Exercise 1 Unit 10 A client is talking co a conference manager about his requirements. Choose the correct options from the words in italics. The first one has been done for you. MANAGER: Could we just !run/seespeak through your *wants/visher! requirements, and V’ll give you an idea of what rooms would be 3fine/ wellisuisable. cuient: Yes, of course, We'll be starting at six in the evening, and we'll need three meeting rooms at the same time. ‘Thee Chief Executive Officer will be *givinglayingladdressing a talk to the sales force, so welll need a room for about a hundred or so memberslandienceldelegates, MANAGER: What sort of Schainleatinglieting arrangements will you need for thar? cLiENT: Theatre-7methodhtylefway would be fine for that, because it’s not a $workroom/workshoplworkbouse. We also need another room for the technical support group, and thar'll be for about thirty-five people, and that'll have to be Steachingllesrontelassroom-scyle. And the last group, the eighteen directors, need the same. MANAGER: ‘That's fine. You also mentioned something about an 20demonstrationlexbibition/manifestation. curENT: Yes, really we're looking for a fairly large room — something in the region of 200 to 250 Msquare/squared/cubic metres MANAGER: That's no problem. I can think of a couple of occasions! possibilitieschances. crtent: Good, and then afterwards we'll need a room for dinner, and we're awaitinglintendinglexpecting about a hundred and sixty to a hundred and eighty for that, but I'll let you have the Maccuratelexact! defined figures nearer the time. MANAGER: That’sall fine. Are there any other things chat you can chink offeonsiderlrequire? curnt: Oh yes, there's one other thing — the exhibition needs ‘6allowancelspacelplace for a twenty-five metre stand, so we're looking for a room thae’s a rectangle rather than a square.Exercise 2 Windsor Hall ‘Tregonwell Hall Purbeck Lounge Purbeck Bar ‘Stour Room ‘Avon Room President's Suite Bourne ‘Lounge Unit 10 59 Read through the information about the rooms available at the Bournemouth Intemational Centte. Which five rooms would be suitable for the client in Exercise 1? Write the name of the room in each case. The first one has been done for you. a The ceo’s meeting with the sales staf: the Stour Room The technical support group meeting The directors’ meeting: ‘The exhibition: The dinner: eae BOURNEMOUTH INTERNATIONAL CENTRE CONFERENCE FACILITIES Seating capacities Area Dimensions ‘Theatre style 3900 1200 240 0 120 35 40 ‘stinimum ceiling Classroom Banqueting. Cocktails Sqm. height style style style gross (rates) 500 1200 3000 doox ao 70 350. 420 850. 439x230 70 21x78 2 BSx16 238 TIXUS 2.46 57x85 249 41x98 | 245 160x160 2.4660 Unit 10 Exercise 3 Look at the following conference rooms. Write a short passage for a publicity brochure, following the Carlton Room example. Carlton Room Suze: 6m xm Uses: board meetings, presentations, workshops m Seating capacity: 32 theatre-style, 16 boardroomsyle Equipment: 10 power sockets, TV point, 4 telephone points Other: video recorder, OHP and screen emeves Example: The Carlton is a rectangular room six: metres wide by eight metres long and can be used for board meetings, presentations, and workshops. It has a seating capacity of 32 in thearre-stple and can hold sixteen people in boardroom-style It is equipped with ten power sockets, a TV point, four telephone points, and has also gor a video recorder, and an OHP and screen. Telford Room Size: 16m x 16m MI Uses: exhibitions, meetings, wedding receptions m Seating capacity: 215 theatre-stye, 220 reception-style Equipment air-conditioning, PA sytem, lectern, 35mm projector and screen 1 Cther large windows providing natural daylight, stage area éExercise 4 Unit 10 61 Tudor Hall Size: 43m x dom + am x 5m Uses: major international conferences i Seating capacity: 3900 theatre- siyle oni) Equipment: projecton room, screen, simultaneous translation faites Other bar, coffee lounge, toilets z samevees Projection One of your colleagues is working in Reception ducing a conference. He has been asked to provide the following items, but he does not understand English very well. Explain what the items are. Use a dictionary if you need to. The first one has been done for you. a corkscrew a fip-chart lectern abortle opener accansparency an OHP marker an Autocue a stapler a A corkscrew is used for getting the cork out of a bottle. re me aes62 Exercise 5 Unit 10 Read this extract from a brochure. Fill in the gaps with che following words. The first one has been done for you. advantage but example facilities including makes pool acres soon provided such team venue siyle chance has offers some success 10 whether et in over 100 ‘acres of beautifial woodland, park, and landscaped garden, Down Hall is a perfect of quality crafstmanship from the Vietorian age. This Italian-style mansion * recently undergone many innovative changes * provide the very best conference facilities for today’s and tomorrow's needs, Itis not just its uniqueness that * Down Hall an excellent conférence 7 __, but also its atmosphere of tranquillity and elegance. As i as you enter Down Hall, you realize that it is not just a hotel, ° an experience Down Hall? __ a sclection of indoor and outdoor leisure ® ___to provide relaxation and a : to unwind from a busy schedule, A heated leisure ® . whirlpool, sauna, croquet and putting lawns are just 8 of the activities offered Uniqueness is the keynote at Down Hall, and ? a conference is for two or 310, the same individual attention and individual service is by the experienced Down conference support “ Hall has ewenty-six meeting rooms, wi sixteen purpose-built syndicate rooms of exceptional proportions. Tailor- made to specific requirements, conference planners can take fall ® _ of the expertise in providing special theme events * atts as archery, laser shooting, and quad bikes. ‘Theatre- or classroom- ™ , oF informal discussion, Down Hall offers the right atmosphere guaranteed (o make your event a*Exercise 6 Unit 10 63 You have teceived an enquiry about your conference facilities. Write out the lecter which will accompany the brochure that you send out. Use the following notes to help you complete the letter. The first paragraph has been started for you. Paragraph 1 writing/introduce/Hollway House/best conference centre/London. please/enclosed/brochure/which/explain. Paragraph 2 Hollway House/perfect venue/conferences, taining courses, etc. providellatest faciliries/armosphere/peaceful clegance. proud/excellent cuisine/attentive service/we believe/best in the country. Paragraph 3 competitive prices/ many extras included in 24-hour delegate rate provide equipment/secretarial/mineral water/newspapers/no additional charge. excellent value for money. Paragraph 4 pleased/make arrangements/you/visit Hollway House/view facilities. any further information/nor hesitate/contact me. look forward/hearing from youExercise 1 Unit II An agent for Scandinavian Seaways is welcoming a group on a familiarization tour. Complete her speech using the following verbs in the Future Continuous. The first one has been done for you. arrive goon sail stay board have -—setoff stop come leave spend use ‘Good evening, ladies and gentlemen, and on behalf of Scandinavian Seaways, I would like to welcome you to our familiarization trip aboard the MS Prince of Scandinavia. T’d just like to run through our itinerary for the next few days. We ‘will be setting off in a few minutes, and tonight we 2 across the North Sea towards Denmark. If the weather holds, we 3 pS eee in Esbjerg tomorzow afternoon at 13.45. The coach will take us to the Hotel Pejsegarden in Braedrup, where wef, This is the hotel that we 5 Ss forall our facure tours as well. There will be plenty of time to settle in, and in the evening we 6a special dinner in the hotel’s famous restaurant, At midnight there will be champagne and a firework display, followed by dancing in the disco. Wet? ______________ the next morning in the hotel, and in the afternoon we8__________atourof the Silkeborg Lake District. We? ee back in time for afternoon coffee, and you'll be free for the rest of the evening.Exercise 2 Unit 11 65. “The next day the coach ar 10.00, and well on the way for lunch, before going on 10 Hamburg, where we !2 ole tthe MS Hamburg for the 16.30 sailing back to Harwi In the following sentences put the verbs in brackets into the Furure Continuous or the Future Perfect. The first one has been done for you. a We can’t send our clients to a half-finished hotel. Are you sure that you will have completed (complete) all the building work by the beginning of the summer? b_ 'msorry, but I can’t make the meeting on the 18th. T (stilligo round) Greece on my inspection tour, and I don’t get back until the 21 Hello, Jenny Farmer here. I’m just ringing to ask whether you (send) someone on the fam trip we are organizing next year. 4 Ican send those two brochures off for you if you like. I (Go) pasta post-box on my way to the car, s0 it's no rouble. ce We'd berter put the meeting off for a couple of days. J_____ (not finish) this repore by tomorrow afternoon, £ fyou don’r hurry up, your plane (leave) by the time you get to the airport g I'm offon holiday in a few days and this time next week I ________ (st) on a lovely sunny beach in the Seychelles. fk Could I send you he information about che hotels at che end of the ———_—-~ (not/have) time to visit them all by next Wednesday. i You'd better send them a fax because they ———. _— (make) a decision by the time a leeeer arrives. j Teangi John those figures. I (ce) him in our weekly meeting this afternoon,66 Exercise 3 Unit 11 You have been asked to select ewo hotels for two different tour operators, First read the information about rhe hotels on this page. ‘Then read the information about the tour operators on the next two pages and complete the two letters as follows: in paragraphs 1 and 4 of each letter, choose the best word from the options in italics; in paragraphs 2and 3 of each letter, recommend two hotels and give your reasons for choosing them. Thornbury Castle ‘Thornbury Castle dates back ¢o 1511, when ie was built by the Duke of Buckingham. Ten years later he was executed, and the Castle was taken over by Henry ‘VII. Mary Tudor lived hece, and when she became queen, she Fecurned the Castle to the ‘Duke's fanny. Today, Thornbury Castle is one of the best country house ee emer ti F hoves in the country with an internationaliy- acclaimed restaurant. There are eighteen luxury bedchambers overlooking England's oldest Tudor garden. Based here, you can explore the other { hiscovic houses of the area, No. of rooms: 18, ‘Tarif double 1oom per night from £95. No children under 12 years unless known, BLOOMSBURY This modern hotel s situated in the heart of Bloomsbury, an area of London with a long association with Brtan’ oreatest witers, artists, and musiaans. The British Museum and Covent Garden's opera house are a few rmnutes! walk avvay and the West End theatres and London’ ines art gales ae al vathin easy rea No. of rooms: 281 Sues 3 Tan from £58 per person per right (2 adults shang) Free ‘rooms for cieren when accompanied by 2 adults. Under 5s cat free ea Dooley Grange WOOLLEY GRANGE is a Jacobean stone ‘manor house in open countryside near ‘Avon. Althongh completely restored, the hhouse preserves its ancient character, BE the bedroorns are furnished with antiques, and downstairs there are pleaty of comfortable sofas and armochairs where you can curl up. ‘with a good book The home of Nigel and Heather Chapman and their four children and Springer spaniel, Birdie. Woolley Grange is not just another country honse hotel. Unlike many. wwe welcome guests of all ages and the hotel has a full- ‘nanny and nursery Men ey ween nS = —————— eos et oa | The Imperial, Torquay Devon's best lve resort, ‘Torquay has exellent beaches, colourfl grdens, and wide-ranging holiday amenities cng with a rail climate and an ai of sophistication Tsiabisal in 1866, the Imperial is one of itn’ Heading resort hotels COveloking Torbay, the hotel i set in five acres of deightul ude and ofes extensive amit ia the grand sy No, of roms: 150 (17 suits). Tor from £64 ppp. Family: bobylistening, baby-sitting, otivty programme for childca, Facts and atroctions: Agitha Christe museum, ‘model vila, indoor and outdoor heated pols, saidy beaches rneaby, tennis courts, squash courts, billiards 100m,Unit 11 67 VOYAGES p’ANTAN ‘This is a company based in Geneva ‘that sends customers On ‘cultnral tours ‘of the UK and Europe, combining ‘visits to the capital cities and the countryside. Their cchents are interested in art, architecture, and [history. Most of the customers are over forty and children: do not come on these tours. Groups are always escorted by cultural guides who research the sites of interest beforehand. €68 Unit 11 Mile du Bellay Vacances en Famille Rue St Michel PAR Dear Mile du Bellay T an writing ‘in/on/for behalf *to/of/érom our Director, Mr Slater, who has asked me to supply you with nanés of two recommended hotels for your Vacances en Famille programme ‘The first one we can suggest is the ET £ both these hotels, may 7 suggest that you come to ingpect. them personally ‘in/with/by a view ‘on/forsco ensuring that they meet your standards? ‘At /On/In the! unlikely event ‘with/of/to their failing to meet your standards, we would be in a position to visit alternatives. We are currently *by/in/with the process “to/on/of printing our new brochure, which will have details of @ wide range of hotels n/with/by addition “en/for/to the ones listed above, and we will send you 4 copy shortly. | | /on/By view ‘at /with/ofithe relatively high | I look forward to hearing from you. ¥ Groups to Britain f their ¢ th cairn ed ast hor Tel aa zExercise 4 Unit 1 69 ‘Laura Smith has been to visit the Warton Manor Horel on behalf of Incentive Tours. She telephones the office with a short report. ‘Hi, Laura Smich here. I'm just phoning to give Mr Vanmeer my impressions of the Warton Manor Hotel, which I have just visited. *On. the whole, it is an excellent hotel, and it seems to be very well managed. 31 think it has a lovely atmosphere, and ic will appeal to anyone who likes historic houses, but there are plenty of modern facilities too. “I had an excellent meal in the restaurant and ie didn’ cost very much. $1 can’t send Mr Vanmeer a full report at the moment because I’ve been dealing with a group from Chicago and I’ve been very busy, but I’m going back there next week to discuss discounts, and I'll call again when they have given me the figures. ‘I'l be coming over to Washington next month, and I will bring their new brochure because I will have received it by then.” ‘Mr Vanmeer is not in the office, Imagine you are his secretary, and complete the memo to him, reporting what Laura Smith said. MEMO To Mr Vanmeer call of 14 December 1 Laura Smith phoned while you were out. She said she was phoning to give you 2 She said that, on the whole, — 2 | | | } 5 She explained that 6 She finished by saying thatExercise 1 Unit 12 “The Front Office manager is welcoming a group from Germany. Find che hidden word by writing in the missing words from the dialogue. ‘The first ‘one has been done for you. T eleTaTofeTe Maxacer: Good afternoon. You must be Mes Kleist from Sonnenteise ans KLErst: Yes, that’s right. I'm the tour 1 ManaGer: How was your flight? Mns KLEIST: Not bad, thank you, There was a bi of a2 at Frankfure Airport, so that’s why we're a litle late. MANAGER: Oh dear! Well, you'll be pleased to hear that the rooms are ready for everyone in your 2. Shall we fll in the check-+ sheet? ans xLEIST: Yes, That d be fine. MANAGER: I've got the registration 5 here, thirty-eight in all. Could you ask your party to fill chem in ~all we need is S_- names and. passport numbers. Mns KLEIST: Right. Now, there's been a slight change. One of the people on the "missed the flight in Frankfurt ~ Mr Heine. I think hhe might be coming later, but I haven't had time to find out yet. MANAGER: That's OK. We'll keep the room until you find out what's happening, MRS KLEIST: I've got the & list here for you. It's got everyone’s name oni. MANaGeR: Thanks. I'll leavea note for? telling them you're one guest short. Mus KLEIST: And I've got the voucher here too. Here you are, Manacer: Thank you very much, Right, thar'l be al for the moment. If you'd like to get the registration cards #9 in, we'll tll everyone what 14 chey'll be staying in, By the way, the bar's open if anyone would re waiting : Thankyou.Exercise 2 Exercise 3 Unit 12 7 Match the sentences in column A with their endings in column B. The first one has been done for you. A 1 © Wewouldn’t comehereso a we would find it very difficult regularly to make a profit. 2 __ Iesapity there's no pool. If b checking in would take along there was, time. 3. — Ifitsnowed here regularly, if we didn’t like it here. 4 — Ifwe didn’t take down T would let you have one. everyone's details, wwe could go swimming. 5 — Lwould go on more of the we would employ someone onganized excursions who could speak the language if three of us shared a room? mone 6 _ If we had more groups 8 from Japan, h this place would make a 7 — Ifwe processed everyone in __ marvellous winter resort. a group individually, i if they werea bit more 8 _. If we didn’e get large group interesting, bookings, j we wouldn’t know who was 9. If we had any spare rooms staying. with a sea view, 10 _. What difference in price would there be Puc the verbs in brackets into the correct tense, using would + infinitive or the Simple Past. Example: 1 would help (help) you if | could (can), but I'm afraid I don’t have the authority to give you a discount. a Theguests_______ (not/feel) so tired if the journey from the airport (nf take) such a long time. b We haven't got any facilities for business travellers, Ifwe —___ = ithave), Tsuneo (make) more money in the low season. © Ifthe fax machine __________ (be) working, you (can) send the fax from here, but I’m afiaid it’s out of order. a eI (be) you, |_____ (have) a word with the manager.72 Exercise 4 Unit 12 e Ifwe____________ (know) what people were interested in before a tour started, we (be) able to make the excursions much more appealing. £ Ifanyone in the group (have) a serious medical problem or a bad accident, we (ly) them back home. g Do you think anyone in your group (be) interested if we arrange) an evening of folk dancing? h WPI (have) the voucher, I (give) it co you, but I have no idea where itis. You have been working in Reception. Tell the Manager about the questions you have been asked, and what you said co he various guests. Example: Ms GRUBER: Will I be able to pay by Eurocheque? you: I'll check with the Manager and let you know. Mrs Gruber asked ifshe would be able to pay by Eurocheque, and I said I would check with you and let her know. a MR PETERS: Can you give mea different room? YoU: Pll arrange it for this afternoon. b rourueaper: Where is the passport list? you: I'm not sure. I'll ask the Manager. © vou: Did everyone manage to catch the plane? Tour LEADER: No, one person missed it. 4. you: When will you be leaving? TOUR LEADER: We will ll be here until MondayExercise 5 Prices from £45* Prices based on 2 adults sharing. : £21.00 Unit 12 73 Fill che blanks in the following extracts with these abbreviations. in. pm. pp. pppa. PS. RSVP. — supp. of the Wilron Conference Conte repuevs ho (Heasuse of the o aye ‘| | | | | | | Me John Seng lhe } Pa taver at the Burgucting Hall || Whe ingore Cente ot 600. Sankey 18 Si fioprels ong) Block tw { Anyway, i must rush now ow and catch the post. Lots of love, { Deirdre _Hope the interview went well! “PHANTOM OF THE OPERA’ Tickets £20.00 cach I look forward to hearing from you Yours sincerely, Semect Gry \ ( He staat cape ( Manager74 Unit 12 Exercise 6 1 Complete the following job advertisement. Use the letcers in brackets to make the missing words. The first one has been done for you. Cae a TAILOR-MADE HOLIDAYS | RESORT REPRESENTATIVES | Seychelles — Maldives — St Lucia — Mauritius — Bali } | ‘TMH is one of the leading tour operators specializing in luxury holidays in a wide range of countries across the world, We are looking for young men and women to act as “resort (corrst) representatives in a number of hotels * (aabdor), The posts» (eilnovy) collecting clients from the airport, * (ghinost) welcome parties, organizing social events and excursions, * (agiilns) with hotel staff and dealing with any di -to-day problems as they arise. Aged between 20 and 30, the ideal * (acdtleinst) wilk ‘have @ mature and” (beealnoprs) outlook, an outgoing personality, and a" (afile) for organization, You will need to * {adeemnorstt) an ability to cope under (ceprrssu), and ideally will have held a similar Ginoopst) in the past. A {deegkInow) of French would be an ®. (aaadegnty). Tn return we offer'a competitive“ (aalrsy), free flights, accommodation, and medical (aceinnrsu). Please send CVs to. ‘Mrs Marie Clarke, TMH, 128 Grosvenor Street, London SWI 3H.Unit 12 75 2 Choose the correct words from the options in italics to complete the following letter from Mary Watson, who is applying for the job of Resort Representative. The first one has been done for you as an example. SEES Dear "adam, ike Clarke irs Marie, T am writin 9 in *retur, re ithratac answer /re ment in this month's mul 0 your volume/edit ions ‘ ‘Hote1 For/to/with a sind Caterer: Travel i © I looked after/forjon aeAnswer Key Unie! 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S73 457 2385509 So Lise Wal, Slough mar No, the ten Se derinen E Yea you may i No. Taido j Yeu Ihave bh Yes they could i No, ewan | Yee ine Per aye ache Grad The Smiths syed athe Selle Mary syed eee Altar, Can 7 Foe 13 bad hve ringing 19 ofcourse Fold 3 speaking 15 grehl poe 10 thes 16 confi Fimafnid 11 do 17 Cerainly 6 bela 12 sory, 16 You'e ercise7 _ 1 wero ltl la 5 wna = Exerie 8 a 1 stove 6 saihbiliy 2 followeg 7 dese 3 Bxeonive 8 icing 4 singe 9 diseoune S ensuite 10 Reals 2 ample ner Dare 24 May From: Reteeions ‘Tor Inpetiel Chemicals Auenin: Miranda Smith, Marketing and Peomosions “Thank you for your booking for Mr Hoey Greey and Mis Cusine Lamb, fhve reve the ome a you regs Prices forthe Exccuive rooms hal-bard, tke end sci charges a ‘normally 165 pp. per nigh. Sandardooms + balbourd, aes rad sevice charges ue 5S pp. penighe ‘Thecotal price including your discount of 10% wil be £526.50, Regards Unies serie 1 led 6-« 22h Toa 32h 8-5 act pie 52a wok Baer? 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