Lect. dr.

Oana Nesteriuc

Limba engleză pentru anul al II-lea

- Economia Comerțului Turismului și
Serviciilor -
- Caiet de seminar -

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Motto:

“We see our customers as invited guests to a party, and

we are the hosts. It’s our job every day to make every
important aspect of the customer experience a little bit better.
“Jeff Bezos (founder of Amazon)

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3
The following graphical symbols were used throughout the
course:

reading activity

vocabulary practice (choose, underline, find, supply the

best word and match types of activities)

new information and /or new hospitality terms to study

group discussion (i.e. talk to a partner)

writing activity

speaking activity

revision test

Good luck!

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 UNIT ONE

Hospitality industry

“Do not neglect to show hospitality to strangers, for by doing

that some have entertained angels without knowing it.”
Anonymous (Holy Bible)

I.1. Background information on hospitality

industry1

Generally speaking, the hospitality industry is "a broad

category of fields within the service industry that includes
lodging, event planning, theme parks, transportation, cruise line
travelling[...]" (wikipedia.org). Its sectors sectors are the
following:

 Hotels: 1-5 star; budget hotels; bed and breakfast

 Restaurants: fast food; cafés and coffee shops;
 Pubs and bars: managed;
 Membership clubs
 Nightclubs
 Events management

a.The hotels are often serviced to a high level, such as

having several restaurants and bars; may accomodate

1
https://en.wikipedia.org/wiki/Hospitality_industry
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conferences and banquets; may include independent, owner-
run, large chains.
b.The budget hotels are usually located near motorways
(AE. highways) or major roads; they are also beginning to be
found in airports (e.g. yotel); cross channel ferry accomodation
could be included there; minimal staffing is usually required; a
basic, low-cost accomodation with tea and coffee-making
facilities is usually provided; semi-serviced – catering is nearby
or trayed and packaged.
c. Bed – and – breakfast (B&B) establishments or guest
houses are serviced with a limited range of catering (i.e.
breakfast only); they only have a limited number of rooms; thet
are run by one person, a couple, or just a few staff; they are
usually low cost, but boutique – style guest houses that are
more luxurious.
d.Hostels have shared facilities, usually bunk beds in
which you usually have to make up your own bed; the meals are
provided in kitchens that are available to use.
e.Unserviced/self-catering accomodation – aparthotels,
self-catering cottages have no catering and are usually let for
full weeks but weekend and midweek lets are increasingly
available; the aparthotels are to be found in large cities and are
used mostly by people who are relocated for work but also for
leisure use.
f.Fast food restaurants represent a specialised
environment that provide a very quick service (e.g. McDonald’s,
Kentucky Fried Chicken).

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 g. Cafés and coffee shops (including those found in retail
shops) are usually at low to medium prices with limited levels of
service. Cafés focus on food whereas the coffee shops focus on
beverages.
h.Fine dining restaurants provide a high level of skilled
service.
i.The managed, tenanted or leased, freehouses are
specialised premises; bars such as wine bars often serve hot
drinks.
j.The membership clubs are often just a bar but they can
be a bar and a restaurant, or even also include accomodation.
k. The other hospitality sectors include nightclubs (which
are smaller)and discotheques, gambling (that includes casinos
and bingo halls), travel and tourism services, visitor
attractions, motorway service stations, railway, airline and
short-distance shipping that are destined for people on the
move or on holiday.
l.From the point of view of the contract and hospitality
services, there are banqueting/conferences including events as
well as weddings or training courses that are large scale-booked
in advance; they can be part of a hotel’s business; they can be
outside catering and industrial catering – either in-house or
from a catering contractor. The industrial catering is for people
at work (including off-shore rigs) and could include mobile
caravan cafés.

The hospitality industry can also be divided into:

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  The hospitality business sector that comprises
establishments that provide food, drink and
accomodation in exchange for money; they are run
as a business and their main reason for operating is
to provide these products and services and make a
profit;
 The catering services sector – where accomodation
and catering are not the main business, but these
secondary or indirect services are still needed by
customers, residents, staff and/ot visitors; the
services are often subsidised or offered at cost
price.

Types of tourism

What kind of tourist are you?

Here you have types of tourism you can practice according to
the domain you are interested in:

 International tourism
 National tourism
 Urban tourism
 Rural tourism
 Spa tourism
 Technical and scientific tourism
 Entertainment tourism
 Religious tourism
 Shopping tourism
 Sport tourism

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a) Can you tell what each type is about?
b) Which of them do you enjoy most when going on holiday?

PRACTICE

Find the holiday word or expression that matches each

description below (a-j):
B&B/ campsite/caravan/cruise/ guesthouse/holiday camp/
package holiday/self-catering/time share /youth hostel

a. almost everything is paid for in advance;

b. a place where you sleep and have breakfast but no
evening meal;
c. buying an annual right to holiday accommodation for part
of the year;
d. a place where you can pitch your tent to sleep in;
e. a holiday on a ship calling in different ports;
f. simple, cheap accommodation aimed largely at young
people;
g. a convenient way of taking your own holiday
accommodation with you and parking it wherever you
wish;
h. you rent a flat or house and do your own cooking and
cleaning;
i. a simple hotel, usually family-run;
j. a place offering accommodation and lots of
entertainment and activities for all generations.

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 I.2. Hotels: checking in

The guest (=the person staying at the hotel) arrives at the

hotel. He/she walks into the lobby, and then goes up to the
reception/front desk to check in. The receptionist/the front desk
clerk needs to get (or confirm) various details about you such as:
your name and address, nationality (if it is the case), passport
details, a signature on the registration form, your room
preferences (in case you haven’t booked a specific one in
advance), departure time and date, whether the person or the
company pays or if the payment was already made online, credit
card details. Once this is complete, the receptionist will give the
guest the key card and explain a few things such as breakfast
arrangements and the location of the hotel facilities. The guest
may have some special questions to ask the receptionist:

 Can you get someone to help me with my

luggage/baggage?
 Can I have a wake-up call in the morning?
 How far is.............. from here? Can I walk or should
I take a taxi?
 Could you tell me if there is a bank near here?

The guest walks over to the elevator(AE)/lift(BE), goes up

to her/his room, and unpacks her/his things. Perhaps it’s time to

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have a short nap (=a short sleep), or to freshen up before going
out.

I.2.a. Greeting guests according to the time of day

When speaking to a guest for the first time, it is standard

to greet them according to the time of day. In certain
geographic locations, the time of day could depend on the
season. However, here are the typical classifications:

Time of day greetings:

 Good morning! (until noon)

 Good afternoon! (from noon until 5pm)
 Good evening! (after 5pm)
 Good night! (when someone is going to bed).

PRACTICE

Fill in the appropriate greetings based on the time of day:

Example: A guest goes to have dinner at 6pm. →

Good evening!

1. A guest goes to the room at midnight. →……………….!

2. Three guests come down for breakfast. →…………………………!
3. Some guests ask for directions at 2p.m. → ………………!
4. A guest leaves the hotel at 10p.m. → ………………………..!
5. Guests arrive for tea at 4p.m. → ………………………..!
6. A new guest arrives at 2a.m. → ………………………………….!
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7. Two guests go to bed at 7p.m. → ………………………..!

I.2.b. Give appropriate physical greeting

People all over the world greet each other in different

ways, but the greeting usually involves some sort of physical
gesture. Although you may not be comfortable with some
greetings, it is important for you to be aware of the different
customs.
You will encounter many types of greetings working in
hospitality, and you should be familiar with at least the three
most common: handshake, kiss and hug, bow.

Handshake

There are many differences in handshakes, including who

extends their hand first, how many hands you use, and whether
you shake hands with women. The firmness and duration of the
handshake might also change, depending on the location.
When shaking hands with someone for the first time,
always use your right hand. Do not force a handshake on
anyone. With Asian guests, take your cue about whether to
shake hands, bow or do both. For example, handshakes
between men and women also are unusual in India and within
certain religious populations, so be sensitive about cultural
norms before extending your hand to a guest.

Kiss and Hug

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 Two other forms of international greeting are the kiss and
the hug. For Americans, a kiss on the cheek or hug as a form of
greeting usually only happens between good friends. In the
United Arab Emirates, men will kiss other men three to four
times on the cheeks. In Saudi Arabia, a male guest may be kissed
on both cheeks after shaking hands. In France, you might see
people kissing alternate cheeks.
Keep in mind that in other countries, these actions are
part of a polite and friendly tradition. A kiss or a hug from an
international guest generally means that you are being officially
welcomed. This kiss and hug has no more significance than a
handshake.

Bow

Another physical form of greeting is the bow. Many Asian

cultures view the bow as an act of humbling oneself before
another, of showing respect. Bowing is just a gracious way to
greet someone.
The bow is part of the ritual greeting in Japan. The
Chinese may nod or use a slight bow. A slight bow also is used in
Indonesia, Malaysia, Singapore and South Korea. In Thailand,
there is combination of a bow with a sort of salute. It is done
with the palms together, fingers up and a slight bow. In India, a
similar greeting is called namaste. It is done with palms together
and fingers up and together, usually at the chin level. It is
combined with a nod.
The important thing is for you to be familiar with the
traditions and practices of your guests. While handshakes are
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used in most greetings nowadays, adopting different customs is
a way of showing respect for the individual guest and his/her
culture.

I.2.c. Welcoming guests to a hotel

When a guest arrives at a hotel or resort, he/she wants to

know that they are welcome. As an employee, it is important to
express this to them in an introductory greeting.

Example: Welcome to ipHotel!

I.3. Offering assistance

Guests arriving at a hotel will have many things on their

mind and a lot to do. Some of them have never been there and
may need directions to the front desk. Some may need help
paying the taxi or bus driver. Others may need assistance with
their luggage(AE)/baggage (BE). It is the personnel’s
responsibility to offer assistance and find out if they need
anything.

Examples:
 May I assist you with anything?
 Can I help you, sir/madam?
 Do you need help with anything, sir/madam?
 May I offer my assistance?
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 I.4. Body language

In most Western cultures, it is appropriate to shake

someone’s hand when you introduce yourself. Other cultures
often hug, kiss or bow. Practice using these gestures when you
introduce yourself.

I.5. Ask questions to involve guests

Customers want to feel as if their opinion matters and

others genuinely care about what they have to say. Questioning
and listening to customers is also the best way to find out what
needs to improve about your business. Working in the
hospitality industry, it is your job to make guests feel
comfortable about sharing their opinions. The challenge is to ask
intelligent questions that allow guests to contribute.

Here are some tips for asking better questions:

 Start with something simple.

 If you're asking questions to find knowledge, define
exactly what it is you want to know.
 Never ask a question in an aggressive manner.
 Ask politely.
 Never ask a question that you are not willing to answer.

Useful language
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 Questions are an important part of the communication
process. Before you ask, determine whether you need an open-
ended or closed question. Both kinds of questions require a
particular type of response.

A. Open-ended Questions

Open-ended questions are those that solicit additional

information from the enquirer. They are broad and require more
than one or two word responses.

Examples of open-ended questions:

 How are you today?

 How may I help/assist you?
 How was your flight?
 What would you like, sir/madam?
 What did you think about your meal?
 Why is the price so high?
 Can you tell me about the city?
B. Closed questions

Closed questions are questions which can be answered

finitely by either “yes” or “no.” They often include presuming,
probing, or leading questions.

Examples of closed questions:

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  May/Can I help you?
 Can I get you something, sir/madam?
 Can you give me more information?
 Could you be more specific?
 Could you help me, please?
 Are you enjoying yourself?
 Are you looking for [topic]?
 Is there a [topic] nearby?
 Is this OK/all right?
 What time does [name of location] open/close?

Now practise writing questions that would elicit the following

answers:

Example:
Question: Where are you from?
Answer: We are from Italy.

1. Question:
___________________________________________________?
Answer: Yes, our dinner was very good.
2. Question:
___________________________________________________?
Answer: We are in room 232.

3. Question:
___________________________________________________?
Answer: I am going to town.

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4. Question:
___________________________________________________?
Answer: No, this is my first time here.

Interview. Imagine that you are a journalist asking a

guest about his/her holiday. Write down 10 questions that you
would ask. Next, work with a partner to ask the questions and
listen to his/her responses. When you are finished, swap roles.

2. Who am I? Work as a group and tell your teacher the

names of famous people in your country. Your teacher will write
these names on the board. The class will be split into two teams.
One person from the first team will sit with his/her back to the
board. He/she will ask closed questions to find out who he/she
is (the teacher points to a name). The team member at the front
is allowed five questions before the other team’s turn. The rest
of the team may only respond with “yes” or “no”.

I.6. Requests

If you need anything extra, you may need to contact

reception or the room service clerk. You usually dial 0 to speak to
the reception. You may ask:
 Can I have an iron or ironing board sent up in my room,
please? I need them as soon as possible.
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  Is it possible to have breakfast sent up in my room?

I.7. Complaints

Here are some possible situations you may want to complain

about:

 No reservation on arrival;
 Wrong room location – you initially booked a roon with a
view;
 Poor housekeeping: the room hasn’t been cleaned, the
sheets are dirty, the towels haven’t been changed in a
while, the toiletries haven’t been refilled in a while, no
spare blanket provided;
 Bathroom problems: shower not working, no hot water,
smell coming from the drains;
 Air conditioning or heater not working;
 Uncomfortable mattress or pillow;
 Noise from loud neighbours, or from a nearby event
happening in the hotel;
 Substandard restaurant.

Here are some tips on how to complain:

 Take photos of the things that you would like to

complain about in order to build your case. Then

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 complain immediately, go down to the front desk and
talk to the person in charge face-to-face;
 Tell him/her your story once, simply and without
exaggeration. Finish by identifying the solution you
want, then be silent and wait for the response;
 Remain calm and polite at all times. You will get better
service immediately;
 If they cannot fix your problem right away, be flexible
about back-up solutions (i.e. How about using a shower
in another room if you are in a hurry?);
 If it is a serious matter, keep notes of who you talked
to, when,and what was said. Then when you get back
home, write to the hotel manager and ask for a partial
refund.

I.8. Hotel facilities

Here are some of the facilities that may be available in a

hotel: business centre, swimming pool, gym/fitness room,
laundry and dry cleaning, 24-hour reception, 24-hour room
service, restaurant with regional food, complimentary (=free of
charge) breakfast and/or newspaper, currency exchange bureau,
airport shuttle/transfer etc. The room may be double room
(=with a double bed), twin room (=with two beds), or single
room. Inside the room there may be coffee/tea making
facilities, a separate sitting area etc.

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PRACTICE

Underline the correct words written in italics:

1. I’ll be waiting in the lobby/hall just in front of the

reception desk.
2. Please fill in the registration form and sign in/signature at
the bottom where I have marked with a cross.
3. I’m sorry, my room is incompatible/unsuitable –it’s right
next to a noisy elevator.
4. I have some clothes that need washing. Do you have a
laundry/laundering service?
5. You are paying a special charge/rate for your room. It
doesn’t include breakfast.
6. The local people dislike visits even from
foreigners/strangers/tourists from their own country.
7. Can I get a get-up/wake-up call early in the morning,
please?
8. The beaches of Spain will be crowded this summer with a
record number of foreign travellers/tourists/guests.
9. Please, help yourself to the morning newspaper – it’s
complimentary/compliment.
10.I would definitely recommend the hotel. It had very good
conditions/facilities.

Each sentence below contains one mistake . Find it and

correct it.

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 1. Is it possibility to have breakfast up in my room?
2. I need it so soon as possible.
3. What time do you stop to serve breakfast?
4. Can I walk or would I take a taxi?
5. How distance is the Expo Center from the hotel?
6. I can have an iron sent up to my room, please?

I.9. Travelling

Travel, trip, journey

To travel means "go, move from one place to

another."(Canadian English Dictionary, HarperCollins Ltd., 1991, p. 432),
journey means "going to a place, excursion; distance
travelled"(Canadian English Dictionary, p.226) whereas trip means
"(short) journey for pleasure."(Canadian English Dictionary, p.434).
Grammatically speaking, travel is an uncountable noun (i.e. My
new job involves a lot of travel.) and a verb (i.e. I travel abroad
on business around once a month).
Here are some choices you may want to make when booking
travel/holidays:

a. by air on a scheduled flight taking first, business or

economy class route or a fare type.
b. by charter flight taking inclusive/all-in package flight
only.

A scheduled flight is a normal, regular flight whereas a

charter flight taking a group of people, usually to the same
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holiday destination. Apex fares normally have to be booked a
fixed number of days in advance and they offer value for the
money. Budget fares are usually cheaper but may have
restrictions (e.g. you can only travel on certain days) and they
are usually non-reundable (which means you can’t get your
money back), or, if you cancel, you may have to pay a
cancellation fee. Some tickets allow a stopover (which means
you may stay somewhere overnight before continuing to your
destination). All-in packages normally include accomodation
and transfers (e.g. a bus or a coach to and from your hotel).
Sea travel is normally on a ferry, and the journey is called
a crossing but you can have a holiday on the sea if you go on a
cruise. For some people a luxury cruise is the holiday of a
lifetime. If you do that, you may decide to book a berth in a
shared cabin (a bed in a cabin with other people), or to have a
single or a double cabin. For more money, you can often get a
deluxe cabin, perhaps on the upper deck. Cruises often go to
exotic islands where you can get away from it all. When you
book it, you normally choose whether you want unlimited
mileage (which means that you can travel as many miles as you
like for the same price). There may also be extras to pay such as
accident insurance. If you hire a car, it gives you the freedom to
go as you please.

On arrival: useful phrases

Here are some phrases to use when you arrive in an airport:

The local contact

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  Let me help you with your bags.
 It’s great to be here – thank you so much!
 How was your flight?
 Is this your first time in (name of the location)?

Visitor to taxi driver

 Please drop me here – first before the lights.

 How much is the fare (=money you pay to travel)?
 Keep the change.
 Make it forty (=I will give you 40 which includes the
tip).
 Can I have a receipt, please?

Word combinations

to arrange/organize a trip
to cancel, cut short, extend a trip
to be away on/go on/make a trip
to come back from/return from a trip
to get a good deal on a ticket
to make a booking/reservation on a flight
to catch/miss a flight (NOT to lose a flight)
to wait for one’s flight to be called
to board the plane
to take a taxi, to go by taxi

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PRACTICE

Travel, trip, journey. Fill in the blank spaces with travel,

trip or journey:
1. Did you enjoy your .................... to Disneyland?
2. My ........................ to work takes around 45 minutes.
3. Have you made all the ..................... arrangements for
your ................... to Paris?
4. It was a long, tiring ...................... to Sydney – we had
to wait four hours in Singapore for our connection.
5. I .................. to work every day on the subway.
6. I guess I make around ten business ....................s a
year in my job.

Basic vocabulary. Holidays. Match the words (1-5) with the

definitions given below(a-f):

1. Package holiday
2. Trip
3. Tour
4. Resort
5. Guide (2)

a. A place where a lot of people go on holiday, usually by

the sea.
b. A journey to visit different places.
c. A person who shows tourists around.

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 d. A holiday where your travel and hotel are arranged for
you beforehand.
e. A short journey to a particular place.
f. A book that gives tourist information about a place.

Which expressions given below do you associate with each

of the holidays? Each expression may go with more than one
type of holiday.

an exhilarating experience
to be out in the wilds
to lounge around
to keep on the move
to sleep under the stars
a real learning experience
to be your own boss
to just drift along
a cosy atmosphere
to go as you please
to spend a fortune on entrance fees

1. Self-catering holiday
2. Camping trip
3. Staying in an inn or a guest house
4. Skiing holiday
5. Trekking holiday
6. Cruise
7. Sightseeing holiday
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 8. Holiday with a car hire

Match the words below to a type of holiday:

four-star hotel
guesthouse
B&B
chalet
campsite
to put up a tent
to eat out to lie in the sun
luggage
suitcase
to reach a peak
to follow a trail
to admire the view
to hitchhike
swimming pool
bathing suit
trunks
to set sail
harbor
to plunge
goggles
to get off the ship
shore excursions
wildlife
to see animals in their natural habitat
binoculars
to travel to remote areas
rock climbing
rafting
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to go sightseeing
slope
skis
cultural sights
ski lift
ski resort
to get around the city
museums

beach holiday:
….............................................................................................
camping: ...................................................................................
..............
skiing: .......................................................................................
..........
safari: ........................................................................................
..........
sightseeing: ...............................................................................
...................
adventure: ................................................................................
..................
backpacking: .............................................................................
.....................
cruise: .......................................................................................
...........

Holidays. Collocations. Which word goes with which group

given below?

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 tour holiday resort trip

1. summer, package, beach, adventure ......................

2. holiday, tourist, seaside, popular ......................
3. coach, sightseeing, package, guided ......................
4. coach, boat, day, business ......................

What do people do on holiday? Match the verbs on the left

hand column with a word or phrase on the right:

1. stay a. excursions and trips

2. send b. a car
3. look around c. sightseeing
4. rent d. the museums and art galleries
5. go e. some postcards
6. go on f. some souvenirs
7. take g. in a hotel or a guest house
8. buy h. some photos

Now tick(√) the activities that you enjoy the most when you are
on holiday.

I.10. Accomodation

Some people prefer staying in a hotel. Others prefer self-

catering (this means you do your own cooking), accomodation,
such as a holiday apartment or a chalet. For example, in Britain
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and Ireland, guest houses and inns offer good accomodation
which is often cheaper than hotels, and there are many private
homes offering bed-and-breakfast (or B & B). Some types of
accomodation offer half board (usually breakfast and one other
meal) or full board (all meals).

As a rule, guests can choose from any of the following

plans:

 American plan which means bed, breakfast, lunch and

dinner;
 Demi-pension which means bed, breakfast and lunch
or dinner;
 European plan which means bed only;
 Continental plan which means bed and breakfast.

PRACTICE

Accomodation. Match the expressions in column A with

their meaning on column B:

A B
budget accommodation near the sea
superior rooms a booking
in the heart of the city bedroom includes a bathroom
reservation on-line reservation
on the foreshore in the centre of the city
en-suite good quality accommodation
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internet booking rooms are cleaned regularly

Match the descriptions of types of bedroom accomodation

with the corresponding words given below:

hotel deluxe suite (Hilton) traditional bed and

breakfast at holiday resort
cabin rooms at airports (yotel) boutique hotel
youth hostel motel (Premier Travel Inn)

 Accomodation is usually in comfortable bunk-bedded

rooms, sharing with people of the same sex. Showers and toilets
are shared, too. Bed linen, pillow, duvet and blankets are
provided free of charge for you to make up your bed. A full meal
service is usually provided. Some locations also have self-
catering kitchens. Most locations will have a sitting area, drying
room and cycle store.

 Stylish suite with separate living-room and large

bathroom with free soap, shampoos and creams. A towelling
bath and slippers are also provided. Desk with high-speed
Internet connection. Also provided: Safe, iron, ironing board,
clock radio and radio alarm, hair-dryer, sofa bed, trouser press,
TV(with remote control), satellite channels and on-demand
movies, tea and coffee-making facilities, bottled water and
biscuits.

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 Designed with a sophisticated and modern slant on
Moroccan theme. Funky leather bed, and ’’belly-dancing’’
ornate bottles. Luxury room featuring a chameleon-floor seating
in the bay window. New luxury Italian tiled en-suite shower and
toilet, CD player (with shower – room speakers), flat screen TV
with freeview, hair-dryer and hot beverage facility.

 Comfortable king-sized beds. Good quality duvets and

pillows. En-suite bathrooms with shower gel. Remote control
TVs. Tea and coffee –making facilities. Hairdryers. Heater
control. Spacious desk area with Internet access. Family rooms,
with cots on request. 24-hour reception. Restaurant and
licensed bar nearby. Hot breakfast available.

 Book just a few hours, day or night, to 24 hours or more.

Large single bed with full sitting height. Bathroom with shower,
revitalising all-in-one body wash, heated mirror and soft towels.
Fold-out work desk and stool (doubles for unpacking), overhead
hand-luggage stowage, suit-bag hanging and storage areas for
small pieces. Complete range of power and connectivity
including free Internet access and local lightning. 20-inch flat-
screen TV with choice of movies, radio, games and Internet.
’Cabin’-service menu on screen, and 24-hour café service.

 Parties of up to 27 people can be accomodated in 10

rooms. Some have shared facilities. All rooms are clean, well
presented and come with TV/DVD, central heating, towels and
tea and coffee-making facilities. Use of a hair-dryer, iron and

32
ironing board available. Extra towels and pillows supplied on
request. Full English breakfast served from 8.30 am to 9 am. Bar
for residents’ use.

Match the words on the left with their collocations on the

right:

1. bed catering
2. full for money
3. self- mileage
4. unlimited island
5. exotic and breakfast
6. value board

I.11. At the restaurant

The host invites the guest to go out for dinner. The host
may call the restaurant first and say:

 I’d like to book/reserve a table for (time) tonight, please.

 I’d like a table for two, please.
 Could I have a table by the window, please?
On the table at the restaurant you will find: knife/ fork/
spoon/ chopsticks/ plate/ side plate/ soup bowl/ napkin/ water
glass/ wine glass/ water jug/ roll and butter in a basket/ salt and
pepper/ menu and wine list.

33
 At the end of the meal you pay the bill (AE)/cheque (BE).
You always need to make sure if there is a service charge is
included – if not, you can give a tip directly to the
waiter(BE)/server(AE). Do not forget the most important phrase
in Business English and ask: Can I have a receipt, please?

I.11.a. Types of food

Here’s a list of common types of food:

Meat: beef, chicken, ham, venison, rabbit, pork, lamb, mutton,

turkey, veal
Fish: cod, salmon, tuna, sardines, sea bass, trout
Seafood: crab, prawns, shellfish, mussels
Vegetables: salad, aubergine(BE)/eggplant(AE), avocado,
beans, broccoli, cauliflower, carrot, cougettes(BE)/zucchini(AE),
cucumber, lettuce, mushrooms, onions, tomatoes, peas,
peppers, spinach, sweet potatoes
Fruit: apple, banana, cherry, clementine, grapes, kiwi fruit,
lemon, mango, melon, orange, peach, pear, pineapple, plum,
strawberry, blueberry, raspberry
Other: cheese, eggs, flour, garlic, mustard, herbs, noodles, nuts,
olive oil, , pasta, spices, sugar, pancake/crepe, rice, vinegar

I.11.b. Describing food

34
 Food can be prepared in many different ways. First, you
can add something to it, cut it into slices, beat it, fill it, grate it,
melt it, mince it, mix it, peel it, remove the skin, squeeze it, stir it.
Then, you cook the food in the following ways: bake,
barbecue, boil, fry, grill, microwave, roast, smoke, steam, stew,
stir-fry.
After cooking, the taste or texture can be: bitter,
bland/tasteless, creamy, fatty, juicy, oily, mild, oily, rich, salty,
spicy/hot, sweet.
When you order steak, the common options are rare,
medium rare, medium and well-done.

I.11.c. Describing drinks

Water can be bottled, sparkling, iced mineral, still, tap.

Wine can be dry, fruity, full bodied, light, red, white,
refreshing, rosé, smooth, sparkling, sweet.
If you are seriuous about wine, you will want to know the
country/region of origin and the variety of grape. Alternatively,
just order "the house red" as a safe, inexpensive option. If it is
corked (=has a bad taste because air has come into the bottle),
send it back.
Beer comes in two types in English-speaking countries.
European-style beer (light coloured, cold, with bubbles) is called
lager Traditional beer (darker, served at room temperature,
without bubbles) is called bitter or ale. A Guiness-style beer is
called a stout. Beer can be bottled, or draught (=served with a
pump from a large container). If you drink draught beer in a
35
pub, you say whether you want a "half"(approx. 300ml) or a
"pint"(600ml).

I.11.d. Talking about food

Food can be fast, junk, fresh, frozen, healthy, homemade,

organic, overcooked/undercooked, raw, seasonal.
A meal can be delicious, heavy, light, three-course.
A diet can be healthy, balanced, gluten-free, high-fibre,
lactose-free, low-fat, vegetarian.
Food or drink is not good if it is burnt, not fresh, not ripe
yet, stale.

Here are some useful phrases to use:

 I dinner/lunch ready?I’m starving.

 No more for me, thanks. I’m full.
 I’ll have a cup of tea/coffee, but no cake.It’ll spoil my
appetite.
 That was delicious. You must give me the recipe.

I.11.e. Discussing the menu

As you discuss the menu at the table in a restaurant, you

may want to say:

 It looks very good.

36
  You should try……............. They do it very good here.
 It’s a bit unusual. You might not like it.
 I’m allergic to ..................... .
 I like to choose a healthy option.
 What are you having?
 I’m not hungry. I don’t want a starter.

The waiter might say:

 It doesn’t come with vegetables. You have to order them

separately.

Use the definte article "the" to talk about specific food on

the menu: I’ll have the fish; I’m going with the fish.
If an item on the menu looks unfamiliar to you, you may
ask your host/waiter some questions:

 What’s it made of?

 How’s it cooked?
 What does it taste like?
 What does it come with?
When you’ve all decided, the host will say: Shall we order
now?

PRACTICE

A night out at a restaurant. Put the following events in the

most logical order:
37
 a. Pay the bill
b. Have the main course
c. Have a starter
d. Book a table
e. Order your food
f. Have a dessert
g. Leave a tip to the waiter
h. Look at the menu

Answering the waiter. Match the waiter’s questions (1-5)

with the customer’s responses (a-e):

1. What would you like to drink?

2. Are you ready to order?
3. How would you like your steak?
4. Would you like some more coffee?
5. Would you like to see the dessert menu?

a. A bottle of white wine, please.

b. No, thanks, could you bring the bill, please?
c. Not quite – just give us a minute or two.
d. Medium rare, please.
e. No, thanks. I’ll just have a coffee, I think.

Starters, main courses and desserts. Are the following dish

starters (S), main courses (M) or desserts (D)?

38
 1. Strawberry ice – cream [ ]
2. Rabbit in mustard sauce [ ]
3. Mushroom soup [ ]
4. Lamb kebab with rice [ ]
5. Cocktail [ ]
6. Lemon cheesecake [ ]
7. Poached salmon in dill sauce [ ]
8. Chocolate mouse [ ]
9. Paté and toast [ ]

Dishes from around the world. Do you know which

countries the following dishes come from?

a. Lasagna ................................
b. Paella ...................................
c. Chop suey ............................
d. Vindaloo ..............................
e. Sauerkraut ...........................
f. Moussaka ............................
g. Burritos ...............................
h. Sushi ...................................
i. Kimchi ................................
j. Borsch ................................
k. Bouillabaisse .......................

Drinks. Collocations. Match each of the folowing lines of

words with one of the words given below:

39
coffee wine drink water juice
milk beer tea

1. Fruit, orange, pineaple, tomato .............................

2. Semi-skimmed, full-cream .............................
3. Mineral, still, fizzy, sparkling .............................
4. Red, white, rosé, dry, sweet, sparkling
……......................
5. Strong, low-alcohol, bottled, draught …….......................
6. Black, white, strong, real, instant ............................
7. Strong, weak, herbal, green, mint ............................
8. Non-alcoholic, soft, fizzy, strong ............................

Circle the correct words in italics:

1. Beer, coffee, lemons, tonic water and unsweetened cocoa

all have a bitter/salty.
2. If you prefer your fish cooked without any oil, ask for it to
be fried/grilled.
3. If you want the vitamins to stay in the vegetables, it is
better to boil/steam.
4. Food that has very leiitle taste is called bland/mild.If you
want a curry that is not too hot, then ask for it to be
bland/mild.
5. When we cook bread or cakes in an oven, we use the
word bake/roast. But when we cook meat or vegetables
in an oven we use the word bake/roast.

40
 6. What kind of water would you like? With gas or without
gas/Still or sparkling?

One of the items in the list does not go with the noun at the
end. Cross it out:

1. dry/full-bodied/light/pink/sparkling wine
2. bottled/draught/local/fatty/refreshing beer
3. fast/junk/overcooked/raw/tap food
4. delicious/heavy/light/ripe/three-course meal

Common expressions. Complete the following short

dialogues with the expressions written in italics:

Half or a pint?
Cheers!
I’ll have the same again.
What can I get you?
This is my round.
Ice or lemon?
Can I have a soft drink?
I’m sorry, I’m driving.

1. (Offering someone a drink)

.........................................
Just a Coke, please.

2. (Buying a second drink for someone)

41
 Can I get you another?
Yes, please, ............................................., thanks.

3. (Refusing an alcoholic drink)

Can I get you a pint?
No, thanks. I don’t drink, ............................. .
4. (When you are driving)
Would you like something to drink?
...................................................... . A cup of coffee would
be nice, though.

5. (Buying everyone else a drink)

......................................................... . What’s everyone
having?

6. (What size of drink?)

Um, Guiness, please.
......................................................?

7. (What do you want with it?)

Gin and tonic, please.
.....................................................?
8. (Responding to cheers)
Cheers!
....................................................!

I.12. Eating and drinking habits around the world

42
 People around the world have different eating and
drinking habits. Therefore, it is a good thing to be aware of
some basic needs of guests from around the world.

 The English guests prefer an extensive breakfast

selection, strong tea, served with cold milk, bottled
sauces, a large selection of sandwiches, a good
selection of cheeses, vegetables prepared as they
would be in England and all kinds of potatoes.

 The American guests particularly appreciate ice

water with every meal, free coffee refills, a large
selection of beverages, bread and butter with lunch
and dinner.

 The German speaking guests (the Austrian,

German and Swiss guests) prefer an extended
breakfast. Besides lunch and dinner, there is a mid-
morning break and an afternoon break (with coffee,
cakes and pastries).

 The Italian guests particularly like plenty of white

bread and grissini, parmesan, water, wine vinegar
and olive oil, lemon wedges with all fish and meat
dishes.

 The Spanish guests particularly appreciate white

bread with all dishes, a pitcher of tap water,

43
 friendliness towards children, employees’
knowledge of Spanish and consideration of later
dining times.

 The Swedish guests are used to three meals a day.

They prefer flexible mealtimes, fish dishes, water
and bread included in the price, a choice of
dressings.

 The Japanese guests appreciate a greeting by the

host or the service employee. Because Japanese
people greet each other by bowing, handshakes
should be offered with discretion. They are used to
fast service and full dedication from service
employees. One should avoid eye contact and be
aware of the fact that a Japanese guest is not
familiar with food from other countries.

 The Chinese guests particularly appreciate Chinese

cuisine. They usually travel on business and in
groups. Therefore, the menus are often ignored and
the restaurant manager should recommend a
variety of courses. Hot towels to clean the hands
before the meal and continuous tea service with
free refills are expected.

 The Jewish guests mostly prefer the Jewish cuisine

which is originally based on strong religious beliefs.

44
 Since Jewish people have dispersed all over the
world, their cuisine is heavily influenced by many
other cuisines. Nevertheless, general rules are
detailed in the Talmud, a collection of religious
rules written in the 6th century. Their rules divide
foods into Kosher (permitted, clean), Treife (not
allowed), and Parve (neutral foods, always pure).
Since Judaism forbids any kind of work on the
Sabbath, meals are prepared in advance and kept
warm.

 The Middle Eastern /North African guests have

breakfast that consists of black tea, fresh pita,
white bread, sheep and goat’s cheese, black and
green olives, hard-boiled eggs and all kinds of nuts
and fresh fruit. Lunch usually consists of a light
meal, but dinner is extensive. Mohammed’s
teachings prohibit alcohol consumption. Common
beverages are spring and mineral water, fruit juices,
milk and ayran (Turkish yoghurt).Fasting during
Ramadan lasts for forty days. It is forbidden to eat
during the day. The faithful are allowed to eat from
sunset to sunrise.
PRACTICE

Describe eating and drinking habits in Romania and in

the region you come from.

45
 If you were any food item, what would you be and why?
What do you think your choice says about who you are? Write a
short paragraph (up to 100 words).

I.13. Bill settlement

Eventually, usually all too shortly, guests will have to check

out and pay their bill. Unfortunately, for many hotel staff, this
can be a time of stress and frustration. Most people don’t
actually like paying for things and services (it’s so much nicer
when it’s free!). Some guests may question expenses (such as a
pay per view movie not seen), they may complain about the
high cost of some items (such as any item in a mini-bar), or they
may just want to get something for nothing (who doesn’t?). No
matter how guests react to the bill, it still needs to be paid.

Study the following list of words referring to bill

settlement:

Supplement: An addition to something

Amount: The cost of something
Sub-total: The amount of part of a bill
Total: The entire cost of something
Exchange Rate: The cost of one currency compared to another
Room Rate: The price of a room at a hotel
Charge: To pay for something with a credit card
Discount: An amount subtracted from the total
46
Invoice: Another word for bill
Coupon: A paper with a set price (usually discounted) for a good
Balance: The amount of money remaining (usually in a bank
account)
Debit: To subtract from a balance
Credit: To add to a balance
Deposit: To put money into a bank account
Tip/Gratuity: An extra amount added to a bill given to a waiter
or waitress for good service
Service charge: An additional amount added to a bill
Tax: An amount added to a bill that goes to the government

Here are some common expressions that may be used when

settling the bill and receiving payment for the services:

Staff Guest
Will that be cash or charge? → I'll be paying with cash.
Can I charge this to my room → Absolutely. /No problem./
and pay when I check out? No problem at all.
How will you be paying? → I'd like to use a credit
card.
Do you accept VISA or → Both. / Anything that is
MasterCard? most convenient to you./
Either of them.
Could you sign here please? → There you are.
Here’s you change sir. → That's OK, keep the
change.
Would you like a receipt? → Could I have a receipt,
please?
I’ll check the bill again if you → This seems a bit much.
47
like. Can this be right?
A service charge is included. → Is a tip or gratuity
included in the bill?
Let me double check that for I → No problem. / No problem
think there’s been a mistake at all.
on your bill, sir/madam.
Sorry about the mistake, → No, problem. /No problem
sir/madam. at all.

Settling the bill. Work together with a partner and

read the following dialogue, one reading the role of the guest,
the other reading the role of the staff.

 Guest: Could I have the check, please?

 Staff: Of course, sir. I'll be back in a moment.
 Staff: How will you be settling your bill, sir?
 Guest: I’ll be paying by cash.
 Staff: Yes, sir, here’s the bill.
 Guest: Excuse me, but what is this charge for?
 Staff: Let me see. It’s for an apple pie.
 Guest: But we didn’t order apple pie.
 Staff: I’m terribly sorry for the error sir. Let me refigure
this. Here you go, sir.
 Guest: That looks right. Thank you!
 Staff: Sorry for the error, sir. Please, come again.

48
 Now practise using the above expressions by role playing
the following situations with a partner, one person taking the
role of the guest and the other person taking the role of a hotel
staff. For additional practice, switch roles. Use the information
below in your conversations.

• The guest didn’t order a beer with dinner.

• The bill had a charge for a deluxe burger, not a plain burger.
• The bill included a charge for two glasses of tea. The guest
only had one.
• The bill didn’t include two orders of ice - cream.
• The guest got the wrong bill for someone else’s order.

Share your ideas about the problems that may come

up when guests settle their bills. Here are some suggestions of
questions that you may ask:

 What kinds of problems are there?

 What is the most common problem?
 Does it happen very often?
 Are guests being charged for services they did not
receive?
 Are there many mistakes made by the hotel?
 Do guests try to get more than they want to pay for?
 What is the reaction of the guests when the hotel makes
mistakes? Do they understand? Are they angry?

49
Give specific examples of problems encountered.

UNIT TWO

Jobs in tourism

"Choose a job you love, and you will never have to work
a day in your life." Confucius (550 B.C. – 478 B.C., Chinese
philosopher)

Speaking about occupations/job titles

A large hotel can employee hundreds of staff, all with

different responsibilities, functions and purposes. Each
employee in a hotel has a specific role to play in meeting the
needs of the guests. The specific functions of particular
employees are usually described under job descriptions or
duties. Although the role of most hotel staff may be obvious,
there may be times when a guest may ask about an employee’s
job or his/her duties.
There are a couple of standard expressions that can be
used when asking about a person’s occupation. The standard
questions may be:

 What do you do?

 What’s your job?
 What’s your occupation?
50
  What do you do for a living?

Once a person knows what your job title is, you may want
to know a little bit more about that person’s specific job duties.
Sometimes it is hard to tell exactly what a person does just from
the job title. Look at the expressions below that can be used to
inquire about job duties:

 What are your job duties?

 What exactly do you do?
 What does your job entail?

Here are some of the jobs that are available at a hotel:

Example: I work as a ...................

 clerk/receptionist
 grounds keeper
 cook
 pastry chef
 masseuse
 waiter/waitress
 hostess
 spa staff
 wine steward
 bartender
 housekeeper
 pool attendant
 security staff
51
  department manager
 assistant manager
 staff trainer
 general manager
 personnel director
 medical staff
 health center staff
 staff trainer supervisor
 maintenance worker
 promotion and sales events coordinator
 guest relationship agent

Work together with your partner and read the

following dialogue, one student reading the role of the guest
and the other student reading the role of the staff.

 Guest: What do you do?

 Staff: I’m an events coordinator for a hotel.
 Guest: What exactly does an events coordinator do?
 Staff: Well, we arrange and set up for conventions
and conferences for various groups. We try to
ensure that everything runs smoothly and
efficiently during the event. For example, we
schedule rooms, arrange the setup of any needed
equipment required, and we solve problems that
may come up.
 Guest: That sounds interesting.
52
  Staff: It has its moments.

Have a look at some of the following job duties and their

short description, choose a job and act out a similar dialogue
(you may want to provide more details of that particular job by
researching it at https://resources.workable.com):

 Clerk/receptionist: This person checks people into the

hotel.
 Bell man: This person takes guest bags to their room.
 Tram driver: This person drives people to/from various
places at the hotel.
 Cook: This person prepares food in a restaurant.
 Pastry chef: This person makes bread, cakes and cookies.
 Waiter/waitress: This person serves guests food in a
restaurant.
 Hostess: This person greets guests and takes them to
their table in a restaurant.
 Bartender: This person makes drinks.
 General Manager: This person is the boss.
 Masseuse: This person gives guests massages.
 Maintenance worker: This person fixes things that need
to be repaired.
 House keeper: This person keeps the rooms clean.
 Grounds keeper: This person cuts grass, trims bushes, and
waters flowers.
 Guest relations agent: This person works with VIP guests.
 Health center staff: This person assists guests in the gym.

53
 UNIT THREE

The quality of service. Customer service

"Do what you do so well that they will want to see it again and
bring their friends.” Walter Elias Disney (1901-1966, American
entrepreneur, animator, voice actor and film producer)

III.1. Defining customer service2

Customer service can be defined as "all interactions

between a customer and a product provider at the time of sale,
and thereafter."(www.businessdictionary.com/definition) or
"the provision of service to customers before, during and after a
purchase."(www.wikipedia.org).

The tourism and hospitality industry is a service industry

which involves numerous interpersonal contacts, and the service
staff is the one who provides customers with services directly. In
addition, the provision and consumption of tourism services are
simultaneously, which means the personal attribute, behavior
and attitude of the frontline staff will affect the customers’
experience in the consumption of products or services. If staff is
rude and careless, the customers’ impression and experiences of
2
http://en.wikipedia.org/wiki/Customer_service
54
the products or services will be affected. Eventually, the
customers would likely not to buy the product or service again.
Personal grooming is also important in the tourism and
hospitality industry because customers often comment on the
appearance of the staff. Good personal grooming of staff
reflects the service’s quality of a company. An outgoing,
humorous, patient and honest personality also helps to maintain
a good customer relationship which is an important factor in
achieving good quality customer service.
To a large extent, the delivery of a quality customer
service depends on the personal attributes of the tourism and
hospitality staff.

III.2. Needs, wants, demands and expectations in

service marketing

In service marketing, needs and wants are similar and

sometimes interchangeable. The main differences of needs,
wants and demands are explained as below.

Customer’s Wants

A want is something that a person desires, either

immediately or in the future.
Unlike needs, wants are those that differ from one person to
another. Each person has his or her own list of wants, each with
a varying level of importance. Furthermore, wants can change
over a period of time. This is in contrast to needs which remain
constant throughout the lifetime of the person. Basically, a
55
want is for the product or service that will satisfy a need, as
shaped by the culture, personality and experience of the
customer. These are described in terms of the objects (products
and services) that will satisfy that need.

Customer’s Demands

People have many wants but not enough money to meet

all their wants. Therefore, they buy products that provide the
most satisfaction (value) for their money. When backed with
buying power, wants become demands.

Customer’s Expectations

Expectations are all the benefits that the customer would

like to get when satisfying needs and wants. Customer’s
expectations are influenced by many factors. Customer’s
expectations have to be within a companies’ ability to meet
them. That is they should be “reasonable”.
What customers expect and what customers actually get
can be completely different. Guests in a hotel, passengers on a
cruise ship or tourists travelling to another country will expect:

 the right product or service

 at the right price
 at the right time
 in the right place
 a positive and helpful manner from staff.
They expect that anyone dealing with customers will:
56
  listen to them
 understand them
 care about them
 treat them as individuals
 treat them intelligently.

For many people, the key to providing effective customer

service is putting yourself in the customer's position.

It often helps to put yourself in your customers'

position. Imagine you are visiting a hotel for the first time. What
would your expectations be? Make some notes below to share
with the class.

 Your first visit

 Describe your experience of staying in a hotel or visiting a
hotel restaurant.
 What would you expect the place to look like (particularly
the reception area)?
 How would you expect the hotel's staff to treat you?
 What would you expect from the hotel services (in terms
of price, facilities,reputation and reliability)?
Remember: first impressions make an impact on customers.

57
 III.3. Customer’s Perception

Customer’s perception refers to how customers feel and

think about a certain product or service. Generally, perceptions
are formed mainly based on the customers’ past experience.
Other common factors which may also influence one’s
perception include word of mouth and advertisement.

III.4. Customer Satisfaction

Customer satisfaction can only be gained by meeting or

exceeding customer ‘s expectations after experiencing the
services and/or products.

III.5. Responding to guests’ questions or requests

III.5.a. Answer questions clearly and honestly

Introduction
In an international setting, the ability to communicate
with customers sets businesses apart. English may not be your
first language or a guest’s first language, but it is your
responsibility as an employee to make the guest’s stay as stress-
free as possible. Therefore, it is essential that you answer
questions very clearly to avoid any miscommunication. Honesty
is also an important characteristic of a valued employee. Staff

58
that lie to guests or management could give the company a bad
reputation or lose business for the company. It is important for
you as an employee to be completely honest in all
communication at the workplace.

Clear communication
What can you do if you are having problems
communicating with a guest? It is highly recommended that you
use your best judgement in order to get your message across
and take steps to communicate more efficiently.
Here are the steps you should follow:

 Remain calm
 Repeat the question slowly
 Judge the customer’s comprehension by his/her response
to you
 Use body gestures to get your message across
 Ask the customer to wait
 Alert your supervisor

Imagine you are speaking with a customer with very

limited knowledge of English. You must communicate with
him/her, but you might have to use different words to say what
you mean.
Instructions: The class will be divided into two teams. The
teacher writes a request or a word on the board for the team to
see. One person of the group will sit with his/her back to the
59
board (without seeing the word/request) facing his/her
teammates. The team must work together to make this person
say the word or request. The team has one minute to achieve
this task before the next team goes. After one round of the
game, change the rules so that the person in the front of the
class knows the word/request and must explain it to the group.

III.5.b. Offer to fulfil guest’s request in a timely manner

Introduction
Fulfilling a guest’s request is only half the battle. You must
also complete the task in a professional, timely manner.
International guests are often businesspeople that have very
urgent needs. It is essential to deal with customer requests as
quickly as possible and to respond to their requests with
appropriate language that informs them about timing.

Responding to requests

Here are some expressions to use when responding to requests:

 Right away, sir/madam!

 Of course, I’ll do/bring it immediately.
 I’ll get you one right away.
 One moment, I’ll check for you.
 Of course. I’ll be right back.
 I’ll bring you another one as soon as possible.

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 III.5.c. Offering assistance to a guest

When offering assistance, you may use one, some,

another, some more instead of repeating the noun in your
response.

Examples:
A: I’d like an apple, please.
B: Certainly. I’ll get you one.

A: Can I have some water?

B: Yes, I’ll bring some right away.

A: I can’t find my towel.

B: No problem. Housekeeping will bring you another
immediately.

A: We don’t have any more shampoo.

B: I’ll send you some more right away.

PRACTICE

Write responses to the following requests using one,

some, another, or some more:

Example:
A: Can I have more water, please? (get / some)
B: Certainly. I’ll get you some right away.

A: Our soap is empty. (bring / some more)

B: __________________________________________________.
61
A: This fork is really dirty. (bring / another)
B: __________________________________________________.

A: Can I have some change, please? (get / some)

B: __________________________________________________.

A: Can I have a glass of wine? (get / one)

B: __________________________________________________.

III.5.d. Provide explanation and apologise if unable to answer

questions or fulfil requests

No matter how well-prepared you are, you will never be

able to fulfil every guest’s request or answer every question.
Sometimes requests can be unreasonable and impossible to
meet. In that case, you should be prepared to give an
explanation and apologise to the guest.

Giving polite explanations

We use the short form of be, do, and can to offer explanations:

Examples:
 She’s not working today.
 The pool isn’t open now.
 We don’t have any rooms available.
 I can’t reserve you a table.

62
PRACTICE

Give explanations by rewriting the following sentences.

Use short forms:

Example:

I am sorry, but we are not open in May.

Short form: I’m sorry, but we’re not open in May.

1. She is the hotel manager.

Short form: __________________________________________.

2. We are fully booked tonight.

Short form: __________________________________________.

3. He does not want a double room.

Short form: __________________________________________.

4. They are not open on weekends.

Short form: __________________________________________.

5. Here is your key. You are in room 255.

Short form: __________________________________________.

III.5.e. Ways to say "I’m sorry"

There are many ways to apologise in English. However,

you must determine the appropriate level of formality before
you can express it properly:
63
  Sorry.
 I’m sorry.
 I’m very sorry.
 I’m terribly sorry.
 I’m afraid that ………………. .
 I apologise ……………………………. .
 I regret to inform you that ……………………………… .

PRACTICE

Refuse the following requests. Give explanations and use

the short forms:
Example:

Can I reserve a room for tomorrow night?

Response: I’m sorry, but we’re fully booked tomorrow.

1. I’d like to speak with the hotel manager, please.

Response: ___________________________________________.
2. Can I order room service now?
Response: ___________________________________________.

3. Is the swimming pool still open?

Response: ___________________________________________.

4. Can I use the shuttle bus to go into town?

Response: ___________________________________________.

64
5. I’d like to speak with Mr. Smith in room 234.
Response: ___________________________________________.

III.5. f. Offering to seek help from other sources if unable to

fulfil guest’s request/s or answer questions

Introduction
The staff in most workplaces function as a team, with
certain employees responsible for specific jobs. That means that
you will not always be able to fulfil every guest’s request, but
sometimes your colleagues can help. In a professional setting,
you must be able to refer to your co-workers in front of your
clients without seeming dismissive.

Asking guests to wait

Sometimes you will have to ask guests to wait while you
ask a colleague for help.

Examples:
 Please, wait a moment.
 Just a minute, please.
 Please, wait here.
 One minute, please.
 I’ll be right back, sir/madam.
Referring to a colleague
Occasionally you will have to ask a colleague for help, but
you must know the polite ways to do so. First, ask the guest to
wait. Then use one of the following expressions.

65
Examples:

 Just a moment, please. Let me ask.

 One minute, please. Allow me to call.
 Wait here, please. I’ll ask.

Points to remember when responding to guests’ questions or

requests:

 Speak clearly and be honest.

 Request repetition or clarification if needed.
 Respond by using an expression of time.
 Explain and apologise if you cannot fulfill the request.
 Seek help from co-workers if needed.

66
 UNIT FOUR

Additional Materials

"Learning is not the product of teaching. Learning is the

product of the activity of learners." John Holt (singer and
songwriter)

UNIT ONE: Hospitality Industry

I.9. Travelling and booking holidays

Holiday activities and types of holidays

1. In your group, share ideas on what makes a good

holiday. Consider the activities given below and decide what are
the most popular activities:

Holiday activities:
 Sunbathing
 Swimming and diving
 Water sports
 Fishing
 Team sports
 Skiing
 Walking
67
  Sightseeing
 Visiting the countryside
 Visiting museums
 Going to theatre or cinema
 Disco
 Night club
 Playing cards
 Meeting people
 Shopping
 Photography
 Relaxing

2. Talk to your partner and decide whether it is better to

have a holiday abroad, or in your own country?

3. Role play. In a group of four, imagine going on holiday

together but you have different ideas. Try to persuade your
partners on going to the specific location of your choice.

Student A
 You want to go on a seaside holiday abroad. You
are mainly interested in relaxing in the sun because
you need a rest after a very busy year.

Student B

68
  You want to go on an adventure holiday walking
and camping in mountainsin your own country. You
think this would be a cheap and healthy holiday.

Student C
 You want to relax, but you also want to do some
sightseeing. You are interested in museums and old
buildings.

Student D
 Last year you went on a package holiday and spent
two weeks on the beach. You want someting
different this year.

Travel and tourism. Phrasal verbs. Match the phrasal

verbs (1-8) with the appropriate definition (A-H):

1. Check in A. take something somewhere

and leave it there
2. Check out B. leave a bus, train, or plane
3. Drop off C. leave a place
4. Get back D. pay the bill and leave the hotel
5. Get off E. start moving towards
6. Head for F. arrive at the hotel
7. Come from G. return from somewhere
8. Go away H. be born or grow up
somewhere

69
 Think about a holiday you enjoyed or a place you have
travelled to. Use the phrasal verbs given above to talk above
your experience.

Holidays and travel. Compound words. Match each of the

nouns (1-8) from column A with one of the nouns (a-h) in
column B to produce eight compund nouns:
Example: departure lounge

A B
1. departure a. agency
2. excess b. flight
3. boarding c. lounge
4. check-in d. resort
5. holiday e. card/pass
6. charter f. desk
7. traveller’s g. baggage/luggage
8. travel h. cheques

Now make up eight sentences with the above compound

nouns by putting the sentences in the right order:

1. First of all, we went to a ................. .................. to get

some information.
2. ........................................................................................... .
3. ........................................................................................... .
4. ........................................................................................... .
5. ........................................................................................... .
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 6. ........................................................................................... .
7. ........................................................................................... .
8. ........................................................................................... .

Match the holiday brochures words (1-10) with their

synonyms (a-j) :

Example: legendary →famous

1. breath-taking a. famous
2. exhilarating b. luxurious
3. exotic c. natural
4. glamorous d. heavenly
5. legendary e. unrivalled
6. mighty f. stunning
7. picturesque g. unusual
8. sublime h. invigorating
9. unspoilt i. powerful
10. unsurpassed j. pretty

Holidays. Collocations. Which one of these expressions is

not a natural collocation?

a family – run/luxury/four-star/guest hotel

a fashionable/seaside/city/ski resort
a holiday/single/double/family room
a fun-packed/nightmare/package/dependent holiday

Holidays. Choose the best word that fits the context:

71
 1. I am looking for a sign that said "Rooms to let/to rent."
2. I like a room with its own cabin/toilet or at least with a
washbasin/sink where I can shave and I prefer it to be
on the ground stage/floor.
3. Guesthouses with vacations/vacancies are often hard
to find during the peak season.
4. A camera/room with a view of the surrounding
countryside/land is what I like best.
5. A holiday hotel should have a friendly
manager/director who welcomes the visitors/guests all
the time.
6. Unfortunately, the best hotels are always full/filled
during summer time.
7. I like hotels where the elevators aren’t broken/out of
order and which don’t cost too much/many.

Transportation (1).The verbs to get, to ride, to drive, to

take, to catch are often used with particular forms of
transportation. In each of the following there is a form of
transportation which does not go with the verb. Which one?

a bicycle
a horse
1. to get off/on a train
a car

2. to ride a motorbike
a car

72
 a bike
a train

3. to drive a car
a taxi
a motorbike

a bike
4. to take a train
a plane
a taxi

a train
5. to catch a bus
& to miss a taxi

Complete the following sentences using one of the forms of

transportation given above:
a. I missed the bus this morning so I had
to ............................... .
b. I’d like to learn how to ............................................ .
c. The train arrived at the station and
we .............................. .
d. He hasn’t got enough money to ................................... .
e. I had to get from London to Madrid very quickly so
I .................................... .
f. I hit my head on the roof when I ....................................... .

73
 Travelling by plane. Signs. Match the following signs to the
sentences below:

CAR PARK

EXIT

CHECK IN

BAGGAGE COLLECTION

DUTY FREE

CAR
HIRE(RENTAL)

TROLLEYS

IMMIGRATION

CUSTOMS

PASSPORT
CONTROL

BOARDING PASS:

74
 WINDOW 13J

1. You can buy cheap wine, spirits, perfume and

cigarettes in this shop.
____________
2. This is a ticket which shows your seat number on the
plane.
____________
3. You can rent a car here.
____________
4. This where you wait for your plane.
____________
5. This is where you find your luggage when you get off
the plane.
____________
6. This is where you show your passport when you enter
a country.
____________
7. This is where the officers sometimes ask you to open
your suitcase.
______________
8. You can leave your car here.
______________
9. If you follow these signs, you will find your way out of
the building.
______________
10.You can put your suitcases on one of these and push
them round the airport.
______________
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 11.This is where you show your passport when you leave
a country.
_____________

Flying. Collocations. Which one of the following

expressions is not a natural collocation?

long haul/small-haul/transatlantic/3 hour flight

go through customs/security/dutyfree/immigration
get on/board/embrak a plane
flight deck/number/control/attendant
baggage handler/allowance/suitcase/reclaim

Up and about. Look at the words given below. In which part

of a town do you find these places? Fill in the the chart that
follows the words:

museum / bus station / power station / market / university /

department stores/ statues / post office / parks / concert
hall/squares / library / churches / theatres / mosque / police
station / railway station / art gallery /
roundabouts/supermarkets /office blocks / restaurants /
shopping centre / cafés / cinemas / temple / apartment blocks /
houses /bars / schools / opera house / factories/ town hall /
sports stadium / swimming pool /banks

In the
suburbs Outside In the In the In the In the Throughout
or town industrial town business entertainmen town

76
outskirts area centre district t area

What kind of things do you have to take if you go

on..............

 a sightseeing holiday?
 a beach holiday?
 a sailing holiday?
 a skiing holiday?

Your partner decided to go on a backpacking holiday.

She didn’t listen to her friend’s advice to travel light and now
her backpack is too heavy. What shouldn’t be in her backpack?
In your group, talk about the items given below and cross out
those that are not appropriate for this type of activity:
77
o First aid kit
o Sunscreen
o Lip balm
o Hat
o Sunglasses
o Insect repellent
o Raincoat
o Map
o Mirror
o Pills
o Warm anorak
o Sweater
o Long trousers
o Shorts
o T-shirts
o Waterproof jacket
o Safety pins
o Pyjamas
o Washing powder
o Shampoo
o Make-up
o Toothpaste
o Binoculars
o Alarm clock
o Scissors
o Bathing suit

78
 o Dress
o High heel shoes
o Hair dryer
o Pillow
o Torch
o Sleeping bag
o Bath towel
o Spare batteries

What do tourists do when they are on holiday? Match the

words from column A to those in column B:

A B
1. to taste a. a bike
2. to buy b. a guided tour of the city
3. to meet c. the local cuisine
4. to rent d. new people
5. to visit e. a stroll
6. to take f. other cultures
7. to go on g. pictures
8. to learn about h. lost
9. to get i. souvenirs
10. to go for j. museums

Now fill in the blanks with the words given above:

1. We forgot our map at the hotel and we got...................... .

2. I bought a fridge magent as a ................... of my trip in
Spain.
79
 3. "My feet were killing me, but she still wanted
to ....................... that museum"said her husband.
4. When my friend goes on holiday, she
always ........................... the local food.
5. We ......................... a bike and went for a ride around the
resort.
6. In the evening we usually went for a .................... along
the waterfront.
7. We always take lots of ................... when we travel
abroad.
8. Travelling helps you learn things you didn’t know
about ...................... .
9. On our first trip to Prague, we went on a ...................... of
the city.
10.I love ...................... new people when I am on holiday.

You are making arrangements for your summer

holiday. Put the following activities in the correct order:

o look for cheaper plane tickets

o make a list of the things to do
o pack your suitcases
o set up a budget for your holiday
o decide where to go
o book your flight and hotel room
o read reviews of the accomodation
o set off
80
 o buy a guidebook about the place

Read the article from "The Financial Times" that

summarises the results of a survey carried out by a consumer
magazine Holiday Which? Give yourself one minute to scan the
text quickly and identify the survey’s main findings. Then close
your book and note down as many key points as you can
possibly remember. When you have finished, check your notes
against the original article.

Holiday brochures under attack

Britain’s biggest holiday companies are producing

misleading brochures two years after the Association of British
Travel Agents introduced a code of practice on the subject,
according to a study by Holiday Which? Magazine, Michael
Skapinker writes.
T________, the UK’s biggest tour operator, described
Faliraki on Rhodes as a former fishing village which had retained
its atmosphere. Holidau Which? said it was a „sprawling, Costa-
style resort."
E________, part of T___________, A_________, the
second biggest holiday company, told potential visitors to some
apartments that shops, tavernas and nightspots were within
easy reach. In fact, it was half a mile’s walk to the nearest,
solitary bar.

81
 A________, the third biggest operator, published a
brochure with a picture of a beach on the same page as a
description of a hotel. Holiday Which? found the beach was 12
miles from the hotel.
The magazine found brochures from other operators with
photographs taken in such a way as to hide unsightly features.
(from "Financial Times", pp.32, 1995).

PRACTICE

What do the underlined words in the following sentences

mean? Circle the best word:

1. The Holiday Which? survey found many examples of

misleading holiday brochures.
a) undirected b) disorganised c) deceptive
2. Faliraki, a former fishing village, is situated on Rhodes.
a) well-known b) one-time c) built-up
3. Not all resorts retain their charm with the
development of tourism.
a) keep b)spoil c) change
4. Holiday Which? describe one place as a "sparwling
Costa-style resort."
a) small and friendly b) old and untidy
c) large and rambling
5. Brochure photographers try to keep unsightly features
out of their pictures.
a) unattractive b) insignificant c) unseen

82
 I.10.Accomodation

Name the place. Use the clues to fill in the missing letters
in the following words. The first one was already done.

1. The passage between several rooms. c orridor

2. Guests can buy newspapes and magazines k____
here.
3. Here you can sit outside your bedroom in b______
the sun.
4. Bedding and clothes are cleaned here. l______
5. The entrance hall. l____
6. Guests can enjoy a drink here. b__
7. Here guests can eat and drink outside. t______
8. Guests can sit comfortably and relax here. l_____
9. A quick way to reach to the top. e_______
10. Food is cooked here. k______
11. Climbing these to the top floor is tiring. s_____

(*The ground floor in the UK is called the first floor in the US. A lift in the
UK is called an elevator in the US.)

Reception. Choose the word which best completes each

sentence:

1. Guests entering the hotel will find the reception desk in

the ................
a) back office b) foyer c) corridor
83
2. The customers of a particular hotel are known as
the..................
a) guest list b) long stays c)clientele d)usuals

3) Customers with valuable items should use

the........................
a) safe deposit b)secure c)savings d)lock-up

4) People who often use the same hotel are called.................

a)normals b)returners c)regulars d) usuals

5) One of the jobs of a receptionist is to ........................

complaints.
a) manage b)organize c) deal with d) regret

6) Each day the ........................... list shows the names of the

guests expected.
a) stop-go b) records c) arrivals d) room

7) If guests lose their room keys, a member of staff can open

their room door with a .........................key.
a) pass b) passage c)card d) main

8) Messages for guests who are out should be placed in the

appropriate.................... at reception.
a) bird box b) keyhole c) key hook d) pigeon – hole

84
 9) Hotels may manage to fill vacant rooms
with ........................... bookings.
a) opportunity b) chance c) provisional d) early

10)People who have booked but don’t arrive are known

as .........................
a) delays b) failures c) no comers d) no shows

11)In order to be successful, a hotel must try to maximize

room ..................
a) availability b)turnover c) status d) occupancy

Hotel facilities. The following guests have different

wishes. Which section of the room information sheet should
they look at? Write the number of each guest next to the
appropriate section. The first one has been done as an example.

INFORMATION
Room service _____ Tariffs _____
Telephone _____ Entertainment _____
Minibar _____ Shoe-cleaning service
_____
Transportation _____ Wake-up call _____
Laundry __1__ Garaging _____
Medical Help _____ Hairdressing and beauty
_____

85
 1. Elaine Wang would like to have her skirt cleaned.
2. Ben Stein wants to know about the bus schedule to the
airport.
3. The Smiths would like to have breakfast in their room.
4. Ms Lewis has an upset stomach.
5. Mr Dixon needs clean shoes for the morning.
6. Sarah Jane Doiron would like a massage and a
manicure.
7. Mrs Cunningham has to be sure she gets up very early
in the morning.
8. Marie Saad wants to call her friend in Egypt.
9. Tom Banks would like a soft drink in his room.
10.Cynthia Luciani wants to know where to leave her car.
11. Eric and Ben wonder what they can do this evening.
12.Edward Brown wants to know the prices for different
rooms.

I.11. At the restaurant

Complete the waiter’s half of the dialogue by using the
prompts in brackets. Then act out the dialogue in pairs.

 Waiter: (Evening)
 Customer: Good evening.
 Waiter: (Four?)
 Customer: Yes, please.
 Waiter: (Aperitif?)
 Customer: No, thanks.
 Waiter: (Menu?)
 Customer: Thanks.
86
 Waiter: (Order?)
 Customer: Well, I’m not quite sure what to have.
 Waiter: (The pork?)
 Customer: All right. I’ll have that.
 Waiter: (To start?)
 Customer: Carrot soup, please.
 Waiter: (Wine?)
 Customer: Yes. A bottle of white wine, please.
 Waiter: (All right?)
 Customer: Yes, thanks. It’s delicious.
 Waiter: (Dessert?)
 Customer: Chestnut cake for me, I think.
 Waiter: (Coffee?)
 Customer: Yes, thanks. That would be nice.

Classifications. Write the name of each group. The first

one was already done as an example.

1. Milk, cream, butter, yogurt da iry products

2. Almond, pistachio, cashew n___
3. Lentils, soy beans, chickpeas b____
4. Coriander, parsley, thyme, basil h____
6. Pork, mutton, veal, lamb m___
7. Spaghetti, ravioli, tagliatelle p____
8. Cod, seabass, trout f___
9. Tea, coffee, orange juice b________
10. Royal, glacé, satin, butter i____

Food. Choose the best word that fits the context:

1. Tomatoes taste awsome when they are filled/stuffed.
2. A sideboard/buffet is a piece of furniture in a dining room.
87
 3. A light meal is called a collation/snack.
4. The first course is called an entrée/a starter.
5. Weigh it on the kitchen scales/balance.
6. Disolve/Melt a little butter in a pan.
7. I have a good recipe/receipt for onion soup.
8. What shall I do with the remainders/leftovers?
9. Here’s a packet of assorted/matching biscuits for you.
10.Shall we order/command some pudding for dessert?
11.These apples have gone bad/have decayed.
12. This milk has gone sour/soured.
13. Do you want your food saucy/with sauce or not?
14.I can’t live with/on this awful diet!
15. Probe/Taste the dish before you serve to your guests.
16.What an execellent meal! My compliments to the
chief/chef!
17.That fruit salad smells delicious/delicate!
18.Please squeeze/press a couple of lemons for me!
19.The toast has been scalded/burnt .
20. Vegetables should be stored in a fresh/cool place.

Food and drink. Choose the right verb (a-h) to complete the
sentences (1-8):

a. add e. mince
b. cut f. peel
c. fill g. squeeze
d. melt h. stir

88
 1. a pancake with honey and lemon. Delicious!
2. vegetables and small pieces of meat in a pan over a high
heat, and then add soy sauce and noodles. You will make
a classic Chinese dish.
3. butter and sugar to flour to start making a cake.
4. a potato into long thin pieces to make French
fries(AE)/chips(BE).
5. beef to start to prepare a bolognese sauce.
6. a banana or kiwi fruit because you can’t eat the skin.
7. a lemon over your grilled fish so that all the juice comes
out of it.
8. cheese over a low heat to make the classic Swiss dish
called fondue.

Taste. Complete the sentences with one of the following

adjectives (use each adjective once only).

Bitter/bland/burnt/delicious/dry/greasy/rancid/hot/rich/salty/
savoury/sour/spicy/stale/sweet/tender

1. Food cooked with chilli is ...................................................

2. The skin of an orange tastes quite ......................................
3. Food cooked with a lot of cream is very ..............................
4. Sugar and honey will make a dish .......................................
5. Indian food is ....................................
6. If you forget the salt and pepper, the food will
taste ............................................
7. Lemon juice is .....................................
89
 8. Food cooked with salt and spices is ....................................
9. Too much fat used in cooking can make the
food .................................................
10. A dish without enough liquid is .........................................
11. A dish cooked to perfection will be ...................................
12. Toast cooked for too long tastes ......................................
13. Snack foods such as crisps and peanuts are often
very ............................................
14. High-quality meat which is easy to cut
is .......................................
15. Bread and cakes delivered two days ago will
be ................................
16. Butter and fat left in the sun will melt and
go .................................

Food and drink. Collocations. Circle the right word written

in italics to complete the collocations:

a. The menu looks good. What are you going to order for your
main course/main helping/main meal?
b. Would you like smashed potatoes/mashed potatoes/minced
potatoes or chips with your steak?
c. The smell of freshly-cut/freshly ground/freshly-powdered
coffee woke me up this morning!
d. Let’s lift up our glasses/empty a bottle/raise our glasses and
drink a toast to the happy couple!
e. He’s having a strict diet/on a strict diet/dieting strictly so he
won’t eat this cream sauce.
90
 f. I ordered my steak rare, but they’ve served it well
done/well cooked/brown.
g. Waiter! Could we have a bottle of the house/restaurant
wine, please?

Match the words given below with their appropriate

definitions (1-4):

course dish meal

1. an occasion when you eat, or the food that you eat.

2. one of the parts of a meal.
3. a flat dish that you use for eating or serving food.
4. a) a round container used for holding food; b) food
cooked in a particular way

Now use each word above once to complete the sentences

below:

5. Breakfast, lunch and dinner are all ....................s.

6. I had a starter, a main .................... and a dessert.
7. Between your knife and fork on the table is
your ................. .
8. Ratatouille is a French ...................... .

What type of table service in a restaurant? Match the type

of table service with its appropriate definition. The first one was
already done as an example.
91
Gueridon f
French _
Plate _
Russian _
Mixed _
Family _
Silver _
(*Silver service is also known as English service, Plate service as American
service and French service as Butler service.)

a. All the food is served in serving dishes which are placed

on the table so that the guests can help themselves.
b. The guests help themselves from serving dishes which are
held by the waiter.
c. The food is put on individual plates in the kitchen.
d. The waiter stands at a side table and serves food from
serving dish, using a spoon and a fork.
e. The water carves, fillets and cooks food at a side table and
then places the food on a plate.
f. The waiter stands at a side table and serves the food from
a serving dish using a fork and a spoon.
g. The main food is put on a plate in the kitchen but the
vegetables are put on the table in serving dishes so that
the guests can help themselves.

Guess the food. Work with a partner for the guessing

game. One should think of a food item (e.g. banana). The

92
partner should ask yes/no questions about that particular food
item in order to identify it (e.g. Can you fry it?; Is it vegetable?).

Making pancakes. A recipe

Basic batter recipe

100 g plain flour; pinch of salt; 2 eggs; 250ml milk; lard or oil for
frying

*This recipe will make 250ml batter which is sufficient to make 8 pancakes.

1. Sift flour and salt into a bowl.

2. Make a well in the centre. Add eggs and a little of milk.
3. Beat with a wooden spoon, gradually mixing in the flour.
4. Gradually add half of the milk.
5. Beat well until smooth.
6. Add the remaining milk and beat until bubbly on top.
7. Heat a little oil in a frying pan.
8. Pour in enough batter to cover the bottom of the pan
thinly.
9. Cook for about 1 minute over a high heat until browned
underneath.
10.Toss or turn pancake over.
11.Cook other side for about a minute.
12.Repeat until batter is used.

PRACTICE

93
 A. Can you find the names of some useful things we use in
the square below?
The first one was done for you: JUG

J P L A T E P
O U L L M S S
B K G C U P A
T O N P G O U
R O W I A O C
A M S L F N E
Y F O R K E R

B. Dictionary work3. Look at the above pancake

recipe and instructions. Identify the correct number ( 1-6)
of the following dictionary entries for the underlined
words (a-f):

1. Consistency, consistence n. agreement;harmony; degree

of firmness [CED, p.83];
2. Weight n. measure of heaviness of an object; quality of
heaviness; heavy mass; object of known mass for
weighing; unit of measurement of weight; importance,
influence [CED, p.457-458];
3. Pinch vt. nip, squeeze; stint; inf. steal; inf. arrest – n. nip;
as much as can be taken up between finger and thumb;
stress; emergency [CED, p.309];
3
see Canadian English Dictionary [CED]
94
 4. Stir v. (to begin to) move; rouse; cause trouble – vt. set,
keep in motion; excite; n. commotion, disturbance [CED,
p. 401];
5. Pile n. heap; great mass building – vt. heap (up), stack
load – vi. (with, in, out, off etc.)move in a group [CED, p.
309];
6. Sweep vi. Cleaning with broom; pass quickly or
manificiently; extend in continous curve – vt. clean with
broom; carry impetuously – n. act of cleaning with broom;
sweeping motion; wide curve; range; long oar; one who
cleans chimneys [CED, p. 411].

a. A gram is a measure of weight . (__)

b. Add a pinch of salt. (__)
c. Stir in the milk. (__)
d. The batter should have the consistency of thin cream.
(__)
e. We made 8 pancakes and put them in a pile on a hot
plate. (__)
f. We had dropped some flour on the floor and had to
sweep it up. (__)

I.13. Bill settlement

Match the appropriate responses with the questions. Put

the correct number of the question on the line.

1. How will you be paying ___ I’m sorry for the mix up
95
today sir?
2. Do you accept Master
Card?
3. This bill seems to be really
high. Is this right?
4. That will be 39.75, sir.
5. Could I have a receipt
please?
6. Does this include the
service charge?
7. Would you like that
charged to your room, sir?
8. Did you have anything from
the mini bar sir?
9. This bill includes the cost of ___ With cash.
a coffee? I didn’t have any
coffee.
10. Where can I exchange ___ I’ll double check it for you
dollars into pounds?
sir. Let me correct that.
___ Yes, it does sir.
___ You can do that at the
front desk sir.
___ No, that’s OK. I’ll pay
cash.
___ With the prices you
charge! No way!
___ I’m sorry sir, we only
accept Visa or American
Express.
___ Here’s $50. Keep the
change.
___You can do that at the
front desk.
sir, if you would like.

UNIT TWO: Jobs in tourism

Job advertisements. Read the following job

advertisements:

Receptionists
This exclusive hotel in the heart of the city is
96
 currently seeking candidates with enthusiasm and
initiative. We offer excellent benefits, good
prospects and competitive pay. At least two years’
experience essential.
Please call Linda Barnes on 020 77313569

HEAD CHEF
Energetic and innovative chef required initially to work
with chef and later to take over established restaurant.
The kitchens are fitted out to the highest standard. We
are known locally for our fish specialities. Own flat
available.

Write enclosing CV to Pillar Allonso

The Woodlands, Wayside Road, Oakton
MN14 9EJ

Find the words or phrases in the advertisements which mean

the following:

1. only for select and wealthy guests ...............................

2. an appicant’s list of qualifications and
experince .......................
3. equipped .......................
4. minimum of .............................
5. looking for ...............................
6. open for some time and known to be good .......................
7. applicants ..........................
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 8. salary equal or higher than at other hotels ........................
9. chances of promotion ...................

Look at the extracts from travel and tourism

advertisements, and, in your own words, say what they mean.

1. Itinerary includes three shore excursions and 10 nights

at sea.
2. Flight subject to availability.
3. Single room supplement 30$ per night.
4. For instant bookings and quotations, call 01785
97763601
5. Fly –drive option available on request.

UNIT THREE: The Quality of Service. Customer service

Dealing with problems. Choose the best word to fit the

gap.

1. We are happy to replace the …………………goods free of

charge.
A injured B hurt C destroyed D damage

2. All the cars in this particular range were recalled because

of a …………………….design.
A fault B mistake C error D slip

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 3. The customer complained that the assistant he spoke to
had been most ………………………….. .
A helpless B incapable C unhelpful D unable

4. There was a ………….in the order at the factory and the

wrong package was sent.
A mix-up B mixture C mixing D mixed-up

5. The delay in despatch was due to circumstances ……………..

our control.
A above B beyond C under D in

6. There was a serious staff ……………………..at the time so

several shipments were held up.
A shortage B reduction C decrease D contraction

7. The complaint about the cost of the item was soon

…………………….out.
A dealt B sorted C taken D cleared

8. As we were entirely responsible for the confusion your

account has been ………………with the full amount.
A debited B added C given D credited

Helping guests. Look the guests’ requests (1-12) and write

the letter of the appropriate reply beside it (a-l). The first one
was done as an example.

99
1. "Could give me a wake-up call tomorrow morning,
please?" e
2. "I’d like to pay my bill, please."
3. "What time does the outdoor swimming pool close?"
4. "I’d like to speak to Sarah Jane Doiron in room 2425,
please."
5. "We’d like a double room for the 13th and 14th of August.
It’s our wedding anniversary."
6. "I’d like to reserve a table for four this evening."
7. "Can you get me a taxi for the airport, please? I’ll wait in
the lounge."
8. "Is it possible to have my hair done in the hotel?"
9. "Have you got any information about the golf courses in
the area?"
10."Can I change American dollars into local currency?"
11."Where’s the sauna located?"
12."Can I book a double room for this weekend, please?"

a. "Certainly, madam. What time would you like to eat?"

b. "I’m sorry, but there’s no answer. Can I take the
message?"
c. "I’m afraid we are fully booked this weekend, sir."
d. "It’s in the basement. Take the elevator and then turn
right."
e. "Certainly, madam. What time would like us to call you?"
f. "There’s a leaflet in the stand. The best one is twenty
kilometres away."
g. "Usually before dark. Tonight it’ll be at 7 o’clock."

100
 h. "Of course, madam. There’s a haidresser’s beside the
exercise room."
i. "Yes, sir. You can do that at the bank. It’s just right around
the corner."
j. "Certainly, madam. For such a celebration, we’ll make
sure you get the best room in the hotel!"
k. "Of course, sir. I’ll call you when it comes."
l. "One moment, please, madam. I’ll work out the total."

How to be polite. Read the phrases from 1 - 11 and then

write them more politely. Use each phrase given the box once
only.

Could you/Actually/I’m afraid/ Just a moment/May I

suggest/Please/Shall I/ There has been a
misunderstanding/Would you like/ Would you like me/
Would you mind

1. Wait a minute!
2. We haven’t got any left.
3. Sit down, please.
4. No, I’m not the head waiter.
5. Do you want some water?
6. Move to another table!
7. Confirm that tomorrow, please.
8. Do you want a taxi?
101
 9. Do you want my help?
10.Try this organic wine.
11.You’ve got the wrong table.

More polite

1. ............................, please.
2. ............................. we haven’t got any left.
3. ..............................take a seat.
4. ..............................I’m not the head waiter.
5. ..............................some water?
6. ...............................moving to another table?
7. ...............................confirm that tomorrow, please?
8. ...............................to get you a taxi?
9. ...............................about the date.
10. ..............................that you try this organic wine?
11. ..............................help you?

The correct reply. Some guests are experiencing problems

during their stay in the hotel. Write the letter (a-e) of the
appropriate reply corresponding to each and every guest (1-14):

1st Guest: "The shower curtain is torn." → ..........

2nd Guest: "The pillowcase is stained." → ..........
3rd Guest: "The towel is damp." → ..........
4th Guest: "I wanted a newspaper in my room." → ..........
5th Guest:"My suitcase is still in my room." → ..........
6th Guest: "There’s a lot of noise on the → ..........
telephone line.”
102
7th Guest: "The mirror is cracked." → ..........
8th Guest: "The hairdryer doesn’t work." → ..........
9th Guest: "The window is stuck." → ..........
10th Guest: "The room is dirty." → ..........
11th Guest: "The waste-paper basket is full." → ..........
12th Guest: "This light bulb is too weak for → ..........
reading."
13th Guest: "The room is very cold." → ..........
14th Guest: "There is no ashtray in my room." → ..........

a. "I’ll get the housemaid to clean it."

b. "I’ll have the heating turned up."
c. "I’ll get someone to open it."
d. "I’ll have it brought down."
e. "I’ll fetch you a dry one."
f. "If you tell me which one you usually read, I’ll have it
delivered."
g. "I’ll get you a clean one."
h. "I’ll have it replaced."
i. "I’ll have a stronger one fitted."
j. "I’ll have a new one put up."
k. "I’ll have one brought to your room."
l. "I’ll have it checked."
m. "I’ll call the operator and have it checked."
n. "I’ll get someone to empty it."

Discuss the following problems with your partner in

your group by using the questions to guide you:
103
What action would you take in each situation?
Who would you speak to?
What would you say to that person?

 You arrive in good time at the airport but discover that

you have lost your ticket. The ticket clerk says your
name is not on the computer.

 You are a non-smoker but the only seat available on

the plane is in the smoking section. After take-off you
find that your neighbour is a chain smoker and he
doesn’t speak English.

 You arrive at Melbourne Airport, Australia, for a one-

week visit. The immigration officer tells you that you
may not enter the country because you vaccination
certificate is not valid.

 You want to get home before the weekend. The only

flight tonight is on an airline with a bad reputation.
Your favourite airline has no flight until tomorrow.

 Your train has missed the connection and you’re going

to be an hour late for your appointment. You do have
time to make one quick phone call.

104
In some of the above situations you may think "It all depends ..."
– but what exactly does it depend on?

References

*** Canadian English Dictionary, HarperCollins Ltd., 1991

105
Flockhart, Jamie, Pelteret, Cheryl, Work on Your Phrasal Verbs,
HarperCollins Publishers, 2012

McCarthy, Michael, O’Dell, Felicity, English Vocabulary in Use:

Upper – Intermediate, Cambridge University Press, 2010

McIntyre, Ken, English for Tourism. Students’ Workbook,

Centre for Language Studies, Dili Institute of Technology, 2013

Redman, Stuart, English Vocabulary in Use: Pre-Intermediate

and Intermediate, Cambridge University Press, 2010

Talalla, Renee, English for Restaurant Workers, 2nd edition,

Compass Publishing, 2008

Watcyn – Jones, Peter, Test Your Vocabulary (2), Penguin

English, 1979

www. bbc.co.uk

www.businessdictionary.com

www.englishformyjob.com

www.esl.com

http://en.wikipedia.org/wiki/Customer_service

106
https://resources.workable.com

www. wikipedia.org

TEMA PE PARCURS pentru semestrul I (se va preda în ziua

colocviului pe foaie în format A4)

1. Read the text by Peter Drucker summarizing the different

functions of management:

107
 Management is important. The success and failure of
companies, public sector institutions and services, not-for-profit
organizations, sports teams, and so on often depends on the
quality of their managers. But what do managers do? One well-
known classification of the tasks of a manager comes from Peter
Drucker. Drucker was an American business professor and
consultant who is often called things like ”The Father of Modern
Management.”

Drucker suggested that the work of a manager can be divided

into five tasks: planning (setting objectives), organizing,
integrating (motivating and communicating), measuring
performance, and developing people.

First of all, senior managers and directors set objectives, and

decide how their organization can achieve or accomplish them.
This involves developing strategies, plans and precise tactics,
and allocating resources of people and money.

Secondly, managers organize. They analyze and classify the

activities of the organization and the relations among them.
They divide the work into manageable activities and then into
individual tasks. They select people to perform these tasks.

Thirdly, managers practise the social skills of motivation and

communication. They also have to communicate objectives to
the people responsible for attaining them. They have to make
the people who are responsible for performing individual tasks
form teams. They make decisions about pay and promotion. As
well as organizing and supervising the work of their

108
subordinates, they have to work with people in other areas and
functions.

Fourthly, managers have to measure the performance of

their staff to see whether the objectives or targets set for the
organizationas as a whole and for each individual member of it
are being achieved.

Lastly, managers develop people – both their subordinates

and themselves. A company’s top managers also have to
consider the future, and modify or change the organization’s
objectives when necessary, and introduce the innovations that
will allow the business to continue. Top managers also have to
manage a business’ relations with customers, suppliers,
distributors, bankers, investors, neighbouring communities,
public authorities, and so on, as well as deal with any crisis that
arises.

Although the tasks of a manager can be analysed and

classified in this fashion, management is not entirely scientific.
There are management skills that have to be learnt, but
management is also a human skill. Some people are good at it,
and some others are not. Soem people will be unable to put
management techniques into practice. Others will have lots of
technique, but few good ideas. Excellent managers are quite
rare.

2. Match up the following words and definitions:

a. Consultant
b. Crisis

109
c. Innovation
d. Objective
e. Promotion
f. Public sector
g. Strategy
h. Subordinate

1. a plan for achieving success

2. a new idea or method
3. a person with a less important position in an organization
4. a person who provides expert advice to a company
5. a situation of danger or difficulty
6. something you plan to do or to achieve
7. the section of the economy under government control
8. when someone is raised to a higher or more important
position

3. The above text contains a number of common word-

combinations. Use them to fill in the gaps in the
sentences given below:

allocate resources/ deal with crises/ make decisions/

perform taks/ measure performance/ set objectives/
supervise subordinates

a. After an organization has............................................., it

has to make sure that it achieves them.

110
b. Managers have to find the best way
to....................................... all the human, physical and
capital .................................... available to them.
c. Some people .......................... ................................ better
on their own while others work better in teams.
d. Managers ............................. the work of
their .......................... and try to develop their abilities.
e. Managers .................................. the............................ of
their staff to see whether they are reaching their targets.
f. Top managers have to be prepared
to................ ..................... ...................... – if they occur
and then have to .................................
quick ................................ .

4. Change each word given at the end of each sentence or

phrase to a related word in order to fill the gap in the
sentence correctly:
Example: We sell a very large range of goods, including
fast moving consumer goods such as canned foods and
cleaning materials. consume

a. It is not only food......................................... which have a

very short shelf life. Fashion items quickly become out of
date. produce
b. If you are not completely satisfied with any
product..............................in this store, you may return it
and receive a complete refund or exchange it for a
different one. purchaser

111
c. Sometimes all these ........................turn out to be rather
boring. formal
d. On the 4th of July .............................. people watched the
fireworks. count
e. This world ............................. hasn’t been very efficient so
far. organise
f. The .......................... use of any fuel will save your money.
economy
g. We are interested in the ....................... of this
relationship. develop
h. He boasted about his ........................ of several estates.
owner
i. I am positive that their house is not for........................ .
sell
j. A .......................... reform is the only solution to this
inflation. money

5. Finish each of the follwing sentences in such a way that it

means exactly the same as the sentence printed before it:
a. Perhaps she gave in too soon.
She...................................................................................
b. He didn’t find a taxi so he missed the train.
If......................................................................................
c. I will give you a rise provided you work on Saturdays,
too.
Unless..............................................................................
d. We came to the station in a taxi.
A taxi..............................................................................
e. Jogging early in the morning gives him pleasure.
112
 He ..................................................................................
f. I’ll talk to her first, then I’ll think about it.
I’ll think about it.............................................................
g. Paying cash isn’t necessary.
One..................................................................................
h. He didn’t know how to make the engine run again.
He wasn’t.......................................................................
i. It is several years since I last met him.
I....................................................................................

BONUS POINT (OPTIONAL)

1.Traduceţi în limba engleză:

,, Judeţul Suceava este situat în nord-estul României şi se

suprapune parţial sudului regiunii istorice Bucovina. Această
zonă a fost şi este o vatră a culturii şi civilizţiei tradiţionale,
dezvoltate de-a lungul anilor. Cadrul natural generos a dus la
constituirea unor aşezări închegate, oraşe şi sate pitoreşti care
au renăscut şi s-au consolidat datorită oamenilor care ,,au
sfinţit” aceste locuri.

Ţinuturile Bucovinei înglobează istorie, tradiţii şi obiceiuri

străvechi, monumente unice şi meşteşuguri specifice, ctitorii
medievale care atestă o permanenţă spirituală şi istorică a
locuitorilor acestor meleaguri. Zona este presărată pe toată
întinderea ei cu biserici şi mănăstiri renumite pentru picturile
exterioare şi interioare, edificii unice în lume, şapte dintre ele
fiind declarate monumente UNESCO.[…]
113
 Mărturiile arheologice şi istorice sunt conservate,
restaurate şi valorificate în muzeele de istorie din Suceava şi
Siret, flora şi fauna sunt păstrate şi prezentate în Muzeele de
Ştiinţe ale Naturii din Suceava, Fălticeni şi Vatra Dornei, iar
elementele de cultură şi civilizaţie populară care demonstrează
unicitatea acestei zone sunt valorificate în muzeele etnografice
din judeţ.[...]

Cadrul natural a permis o dezvoltare diversificată a faunei

şi a florei, astfel că multe zone au fost declarate rezervaţii
naturale protejate. Câteva dintre acestea sunt: Rezervaţia
Pietrele Doamnei din Rarău la Câmpulung Moldovenesc,
Rezervaţia Codrii Seculari la Slătioara, Rezervaţia Codrii Seculari
la Giumalău, Rezervaţia Cheia Moare Dracului din Câmpulung
Moldovenesc, Rezervaţia Tinovul Mare din Poiana Stampei )cea
mai mare rezervaţie de turbă din ţară).”

[Broşură de promovare a potenţialului turistic din regiunea

transfrontalieră. Judeţul Suceava-Regiunea Cernăuţi, Proiect
implemetat de Universitatea ,,Ştefan cel Mare”Suceava, pp 1-7]

2. PROJECT WORK:
Do some research of your own and identify hospitality
establishments in your area (i.e. Suceava). Try to find ONE
example (if possible) for each of the categories given on pages 6
and 7 in your book (points a-l). Find out more information about
each and every type of establishment by checking it out on its
website or by telephone by using the questions given below:

114
1.Name of the establishment
2.Type of business ( is hospitality its main purpose?)
3. Its ownership (is it part of a chain, or independently owned?)
4.Size of the building (how many rooms does it have?)
5.The facilities it provides (e.g. swimming pool).
6.Opening hours (each day, days of the week and months of the
year)
7.Types of customers (e.g. general public/members
only/residents only)
8.The profile of customers the establishment is aimed at (e.g.
families, or people with a high income)
9.The kind of food and drink sold (is there a wide choice?)
10.The number of staff employed and the range of jobs they do
11.The ambience of the establishment (e.g. how the rooms are
decorated etc.).

115