Inglês para

Restauração/Hotelaria –
Intermédio
 JOBS AND
RESPONSABILITIES
Hotel sections
• Reception
• Housekeeping
• Kitchen
• Restaurant / Bar
Responsible for / Responsible
to
• The Hotel Manager is responsible for all
the staff.
• The reception manager, housekeeper,
head chef and head waiter are
responsible to the Hotel Manager.
• The reception manager is responsible for
the front office staff.
• The housekeeper is responsible for the
housekeeping staff.
• The receptionists are responsible for
guests` questions and requests.
• The reservation clerk is responsible for
reservations by phones and emails.
• The room attendants are responsible for
cleaning rooms and making beds.
 Exercises

• 1 – Complete the sentences with jobs, and

responsible to or responsible for
Peter is the hotel manager. He is ___________________ all the staff.
Mary is ___________________ and she is _______________________ the housekeeping staff. They are
________________ and room _____________.
Helen is the ________________________ and she is _________________________ the front office
staff. They are five ____________________, two _________________________ and three __________.
Max is the ______________________ and he is _________________________the restaurant staff. They
are six _________________ and one ________________________.
Mary, Helen and Max are _________________________ the hotel manager.
THE CHECK IN
 Dialogue nº1
• Receptionist: Hello, Vintage Hotel, can I
help you?
• Mr. Cruise: Yes, I have a reservation from
the 15th to the 18th June for a twin room
with bath and balcony.
• Receptionist: And your name, please?
• Mr. Cruise: Cruise
• Receptionist: Could you spell that for me,
please?
• Yes, that`s C-R-U-I-S-E. I would like to
change the dates, if possible, from the 16th
to the 19th June.
• Receptionist: Hold the line a moment and
I`ll just check Mr. Cruise, but I think that`s
possible … from the 16th to the 19th did
you say?
• Mr. Cruise: Yes, that`s right.
• Receptionist: I`m just checking … the 16th
to the 19th … Yes, that`s fine Mr. Cruise, a
twin with bath and balcony for three nights,
from the 16th to the 19th.
• Mr. Cruise: Thank you, so that`s fixed up
then?
• Receptionist: Yes, it`s done, Mr. Cruise.
We look forward to welcoming you on the
16th. Goodbye.
• Mr. Cruise: Thank you. Goodbye.
• Receptionist: Goodbye.
• (…)
• Receptionist: Good evening, sir, good
evening, madam.
• Mr. Cruise: Good evening, we have a
reservation, the name`s Cruise.
• Receptionist: Could you spell that,
please?
• Mr. Cruise: C-R-U-I-S-E.
• Receptionist: Thank you. Cruise, yes …
so that`s a twin room with bath and
balcony, for three nights.
• Mr. Cruise: That`s right.
• Receptionist: Could you just sign here,
please?
• Mr. Cruise: Yes, of course.
• Receptionist: Thank you sir, here`s your
key. It`s on the fourth floor, room 411.
Would you like a porter?
• Mr: Cruise: Yes, please.
• Receptionist: I`ll just call him. Enjoy your
stay.
• Mr. Cruise: Thank you.
Room types
Single room Double room – twin beds

Twin room
Suite Double room – one bed
Dates
• The first of January
• The second of February
• The third of March
• The fourth of April
• The fifth of May
• The sixth of June
• The seventh of July
• The eight of August
• The ninth of September
• The tenth of October
• The eleventh of November
• The twelfth of December
 Curiosities

• What`s today`s date?

• What`s your day off?
• When is the next national holiday?
• When do you go on holiday?
• When`s your birthday?
 Expressions to learn

• Can I help you?

• Do you have a reservation?
• And you name, please?
• I`m sorry, the hotel is full.
• Could you spell that, please?
• Could you just sign here, please?
• How many are in your party?
• Here`s your key.
• I`ll just call him / I`ll call a porter
• So that`s fixed up then?
• How many nights would you like to stay? /
How many nights is it for?
 New words

• Bath
• Balcony
• Shower
• Suite
• Booking
• Room type
• Room rate
• Arrival / Departure
• Available
•
 Exercises
1 - Read each sentence from the dialogue. Decide who say each sentence. If it is something a
receptionist would say, write “receptionist”. If it is something a hotel guest would say, write “guest”.
Last, put the sentences in the correct order to form a dialogue.

 A. __________________: Good afternoon. Welcome to the Smartma Hotel. Bill`s speaking. How can
I help you?

 B __________________: Here you go. The mini-bar is fully stocked with water, juices and snacks. A
price list is in the room. Would you like me to put the hotel charges on the credit card you used to
reserve the room?
 C __________________: Do you have a reservation?
 D __________________: Actually, no. Our 8 floor is a smoking floor.
th

 E __________________: What name did you use to reserve the room?

 F __________________: I need to check in.
 G __________________: Thank you. Let me locate your reservation in our computer. What brings
you to Virginia?

 H __________________: I`m here to visit friends. My university classmates are meeting here for a
reunion.

 I __________________: Yes, I made the reservation last month.

 J __________________: I requested a non-smoking double. Is this room non-smoking?
 K __________________: Smythton. That`s spelled S-M-Y-T-H-T-O-N.
 L __________________: Oh, that`s disappointing. Is there any possibility that you can change that
for me? I`d really prefer a non-smoking room.
 M __________________: Let me see what I can do. (…) Ah, here we go. Room 250 is a single room.
nd
The current occupant is due to check out in an hour. We can clean that room for you. The 2 floor is
completely non-smoking.

 N _________________: Just one, please.

 O _________________: That sounds like fun. (…) Here it is. We have room 813 for you. It`s a double
room on the 8th floor.

 P _________________: That`ll be great. Thank you.

 Q __________________: Well, I`ll settle for that if that is all you have. But, I was hoping to have a
double since one of my friends stay with me later this week.
 R __________________: Yes, my Mastercard will be fine. Thank you.
 S __________________: I see. Let me look at the 7 floor. (…) Ms. Smythton, we can work this out.
th

Room 711 has been serviced and is ready to go. It`s a double room and is one of our non-smoking floors.

 T _________________: Enjoy your stay at the Smartman. Please visit our front desk if there is
anything you need. We`ll be happy to do what we can to make your time with us enjoyable.

 U _________________: My pleasure. Do you need one key or two?

1.1 – Answers the questions about the dialogue.
Where is the hotel? What kind of room does she request?
A – Virginia A – Double smoking
B – Washington D. C. B – Single non-smoking
C – New York C – Double non-smoking

Who is Mrs. Smythton visiting? What type of room does the hotel first offer?
A – Family A – Double smoking
B – Friends B – Single non-smoking
C – Business C – Double non-smoking

Does the receptionist change her room?

A – Yes
B – No
C – Maybe

Why does Mrs. Smythton want the type of room she originally reserved?
A – She needs room to work.
B – She will spend lot of time there.
C – She may have a friend stay with her.

How does she pay the room?

A – Cash
B – Credit card
1 – Match the columns to make expressions / words

 Have a
 Wake up A – Desk

 To check B – Service
C – In
 Room D – Call

 To check E – Call
F – Center
 Daily G – Rate

 Collect H – Out
I – Reservation
 Front
 Fitness
Hotel FACILITIES
 • What facilities are there?

Porter Service Information desk Bar Internet access Air-conditioning

Conference room Disabled facilities Room service Laundry Car park

Restaurant Lift Personal safe Exchange bureau Telephone

 Grammar

•  There is / There are

There is There are
(singular) (plural)
Affirmative There is a TV in the room There are some flowers in the
room
Negative There isn`t a TV in the room There aren`t any flowers in the
room
Question Is there a TV in the room? Are there any flowers in the
room?
Answers Yes, there is / No, there isn`t Yes, there are / No, there aren`t
•  All / Most / Some / None
• All = 100%
• Example: All of the rooms have air-
conditioning
• Most = over 50 %
• Example: Most of the rooms have a TV
• Some = under 50%
• Example: Some of the rooms have twin
beds
• None = 0%
• Example: None of the rooms have a
computer
 Service: opening and closing
times

Swimming pool: Open in summer

Restaurant: Open every evening until 10.30 pm
Room service: Available until 11 pm
Fitness & sauna: Open every day from 8 am to 9 pm
• Guest: Hello, can you tell me if the
restaurant is open on Sundays, please?
• Employee: Yes, madam, it`s open every
evening from 7 to around 10.30 pm.
• Guest: Good evening, I was wondering,
can I get a sauna now, I know it`s a bit
late?
• Employee: I`m sorry sir, the fitness and
sauna closes at 9 pm, but it opens up
again tomorrow at 8 am.
• Guest: Can you tell me if the pool is open
now?
• Employee: I`m sorry madam, the pool is
only open in summer.
•
• Guest: (on the phone from her room)
Hello, am I too late for room service?
• Employee: No, sir, room service is
available until 11 pm.
 New Words

• Open / Available
• Until
• Too late
• Bit late
 Exercises

• 1 – Match each symbol with the correct

facility.

1 2 3 4 5
6 7 8 9 10
( ) Car park ( ) Room service
( ) Disabled facilities ( ) Information desk
( ) Porter service ( ) Laundry
( ) Air-conditioning ( ) Internet access
( ) Conference room ( ) Bar
• 2 – Use one word from the box to make
hotel facilities

Bar Menu Desk TV

Room Facilities Bureau Park
Cuisine Access Pool Conditioning
Car ____________________
Internet ________________
International ____________
Cocktail ________________
À la carte _______________
Disable _________________
Exchange _______________
Air- ____________________
Swimming_______________
Satellite ________________
Information _____________
Cloak __________________
LOCATION OF FACILITIES
Dialogue nº1
Guest: Can you tell me where the gift shop is, please?
Employee: Certainly, madam, the gift shop is in the basement,
in fact there are many gift shops. Take the lift to the basement,
and when you go out of the lift turn left, and you`ll see them
on your left.
Guest: Thanks.
• Dialogue nº2
• Guest: Excuse me, I`m looking for the bar,
please.
• Employee: Yes, madam, it`s inside the
restaurant on the ground floor. Go down to
the ground floor, turn right out of the lift,
and the bar is just there, on your right,
inside the main restaurant.
• Guest: Oh, it`s inside the restaurant … I
see, thanks very much.
• Employee: It`s a pleasure, sir.
• Dialogue nº3
• Guest: Could you tell me where the
fitness centre is, please?
• Employee: Of course, madam, on the top
floor. As you come out of the lift, it`s on
your right, near the swimming pool.
• Guest: So that`s the top floor, out of the
lift, and turn tight.
• Employee: Yes, that`s right, just next the
swimming pool.
• Guest: Thank you.
• Employee: You`re welcome.
Verbs of direction
Prepositions of place
 New words

• Basement
• Floor
• Ground floor
• Top floor
• Roof
 Expressions to learn
• Excuse me, where is the restaurant,
please?
• Excuse me, the bar is on the top floor,
isn`t it?
• Can you tell me where the fitness center
is, please?
• I`m looking for the bar, please.
• The gift shop is in the basement.
• When you go out the lift, turn right.
• Go down to the ground floor
• Out of the lift, turn right, and it`s next to the
conference room.
• It`s inside the restaurant.
• It`s in the main lobby, opposite the
reception desk.
• As you come out the lift, it`s on your left.
TAKING BAR ORDERS
• Dialogue nº 1
• Barman: Good afternoon, sir. What can I
get you?
• Peter: A bottle of beer, please. What
would you like, Joan?
• Joan: A vodka and tonic, please.
• Barman: Would you like ice and lemon in
that, madam?
• Joan: Yes, please.
• Barman: Shall I charge this to your room?
• Peter: Yes, please.
• Barman: May I have your key card,
please?
• Peter: Oh yes, here you are
• (…) Barman: That`s € 11, sir. Could you
sign here, please?
• Dialogue nº 2
• Barmaid: Here you are, sir, a small
whisky and a mojito. Shall I charge it to
your room?
• Guest: No, I`ll pay cash. How much is
that?
• Barmaid: That comes to € 9 50.
• Guest: Thanks, here, keep the change.
• Dialogue nº 3
• Barman: Good evening, madam. What
can I get you?
• Guest: A beer and a mineral water, please
• Barman: Would you like draught or bottled
beer?
• Guest: Bottled, please.
• Barman: Here you are. Are you a guest at
the hotel, madam?
• Guest: No, I`m not. How much is that?
• Barman: Sixteen Euros, madam.
• Guest: I`ll pay by Credit Card, here you
are.
• Barman: Thank you.
 To Remember
• Would you like ice and lemon?
• May / Can I have your key card, please?
• What`s your room number, please?
• Are you a guest at the hotel?
• No thanks, I`ll pay cash.
• Thanks, here it is, keep the change.
Welcome the guest Good afternoon, madam. / Good evening, sir.

Enquire What would you like? / What can I get you?

Explains the choice The house cocktail is excellent

I`m sorry, we don`t have that whisky. / I`m afraid

Apologise
there`s no more of that beer

Offer an alternative … but we do have this one

Serve the drinks Here you are, sir. / Your drinks, madam.

Can I have the bill, please? / How much is it? / That

The bill
comes to 18€
Can I pay by credit card/cheque? / Are you staying
Method of payment
in the hotel? / Shall I charge it to your room?

The tip Please keep the charge

 Asking and Giving
Instructions for Making
Cocktails
• Text nº 1 To make a Bloody Mary, first,
take a glass. Next, add some ice. Pour in
two measures of vodka. Then fill the glass
with tomato juice. Then add a dash of
Worcester sauce, and Tabasco sauce.
Finally, stir with a bar spoon and garnish
with a slice of lemon.
• Text nº 2
• To make a Daiquiri, first take the cocktail
shaker and half fill it with crushed ice.
Then add five centiliters of lime juice. After
that put in four centiliters of rum and one
or two dashes of grenadine. Then shake it
well to mix and chill the liquids and pass it
through a strainer into a cocktail glass.
• Text nº3
• To make a Mojito, first take a long drink
glass and put in eight / ten grams of sugar,
six mint leaves and one centiliter of lemon
juice. Muddle it. Fill the glass with crushed
ice and next pour in four centiliters of rum.
Stir it and add carbonated water. Garnish
with a slice of lime on the rim of the cup
and put a sprig of mint in the center of
drink.
 Expressions to learn

• First, take the cocktail shaker

• Fill it with crushed ice
• Next, pour in four centiliters of rum
• Then add five centiliters of lime juice
• Shake it well to mix and chill the liquids
• Garnish with a slice of lime
 New Words

• To fill (preencher / encher)

• To stir (“envolver”)
• To mix (misturar)
• To chill (“gelar” / “arrefecer”)
• Strain (passar)
• Squeeze (espremer)
• To garnish (decorar)
• To pour (deitar)
• To sprinkle (polvilhar)
• To add (adicionar)
• Muddle (macerar)
• Ice cubes (gelo em cubo)
• Crushed ice (gelo picado)
• Slice of lemon
• Caster sugar (açúcar em pó)
• Brown sugar (açúcar mascavado)
• Raw sugar (açúcar amarelo)
 Exercises
• 1 - Use each word once to make cocktail
ingredients and equipment.
Lemon sugar ice sauce olive
Juice spoon shaker cubes

Lime _________________
Bar __________________
Cocktail_______________
Ice___________________
Green ________________
Crushed ________________
Slice of _________________
Worcester_______________
Caster __________________
2 - Underline he odd one out
A – dry still sweet medium dry
B – soda tonic cocktail ginger ale
C – beer brandy rum vodka
D – orange juice Bacardi mineral water coke
E – sparkling double large small
3 - Match a phrase from each column to make cocktail ingredients

 A dash
 The juice of
 A slice
 A teaspoon
 Half fill
 ¾ of a measure
 Three measures of

A – of caster sugar
B – of sweet vermouth
C – a glass with ice
D – vodka
E – of lime
F – ½ a lemon
G – of Angostura bitters
4 – Translate these cocktails instructions to English

ALEXANDER
1. Gelar taça a cocktail
2. Colocar gelo no shaker
3. Deitar no shaker 2 cl de natas, 2 cl de creme de cacau escuro e 2 cl de brandy
4. Bater shaker
5. Deitar fora gelo da taça e batê-la num guardanapo limpo de forma a retirar gotas de água
6. Deitar composição na taça a cocktail
7. Polvilhar composição com canela ou noz-moscada
IN THE RESTAURANT
• Dialogue nº1 – Welcoming guests
• Maître: Good evening, sir, good evening
madam.
• Guests: Good evening. A table for two,
please.
• Maître: Do you have a reservation?
• Male Guest: Yes.
• Maître: What name, please?
• Male Guest: Cruise
• Maître: Come this way, please, and I`ll
show you to your table.
• (…)
• Maître: Is this table ok, or do you prefer a
table near the window?
• Male Guest: This one is fine, thank you.
• Maître: May I take your coat?
• Dialogue nº2 – Welcoming guests
• Maître: Good evening. Do you have a
reservation?
• Guest: No, we don`t a reservation.
• Maître: I´m sorry, we`re fully booked
tonight.
 To remember

• Do you have a reservation?

• What name, please? / And your name,
please?
• Come this way, please / This way, please /
Follow me, please
• Is this table fine?
• Would you like a table near the window?
• Can I take your coats? / Shall I take your
coats?
• I`ll show you to your table.
• I`m sorry, we`re fully booked tonight / I`m
sorry, we are over booked
• I`m sorry, the restaurant is full / I`m afraid
we haven`t any left
• Dialogue nº3 – Taking orders for the
starts, main course and drinks
• Waiter: Here are the menus and the wine
list. Would you like to order an aperitif?
• Male Guest: No, thanks. (…)
• Waiter: Are you ready to order now?
• Male Guest: Yes, I think so.
• Waiter: What would you like to start with?
• Female Guest: I would like the smoked
salmon, please.
• Male Guest: I`ll have the soup of the day,
please.
• Waiter: … and to follow, madam?
• Female Guest: I`d like some fish to follow.
What can you recommend?
• Waiter: The grilled codfish is very good,
madam, and very popular.
• Female Guest: I`ll try that, please.
• Waiter: And for you, sir?
• Male Guest: I`ll have the steak.
• Waiter: How would you like your steak –
rare, medium or well done?
• Male Guest: Well done, please.
• Waiter: And what would you like to drink?
• Male Guest: A bottle of rosé and a bottle
of mineral water
• Waiter: Thank you
 Expressions to learn

• Here are the menu and wine list. / Here`s

the menus / The menu, sir
• Would you like an aperitif? / Would you
like to order an aperitif?
• Are you ready to order? / May I take your
order? / Would you like to order?
• What would you like to start with? / What
would you like as a starter?
• … and to follow, madam?
• What can you recommend?
• How would you like your steak – rare,
medium or well done?
• What would you like to drink? / Would you
like something to drink?
• Dialogue nº4 – Taking orders for
desserts and coffee
• Waiter: Is everything all right with your
meal?
• Male Guest: Fine, thanks. Could we have
another bottle of rosé? Female Guest:
And a little more bread?
• Waiter: Certainly. I`ll get you some.
• Waiter: Have you finished, madam?
• Female Guest: Yes, thanks. I`ve had
enough. That was lovely.
• Male Guest: We`d like to see the dessert
menu.
• Waiter: Of course, sir. I`ll get you one right
aw
• Waiter: Have you decided on dessert?
• Female Guest: I`ll have the fruit salad.
• Waiter: And for you, sir?
• Male Guest: I`m afraid I`m full.
• Waiter: Would you like a coffee or tea?
• Male Guest: No, I don`t think so…
• Female Guest: Not for me…
 Expressions to learn

• Is everything all right with your meal? /

Was everything all right? / How was your
meal?
• Could we have another bottle of rosé?
• Have you finished, madam?
• Yes, thanks. I`ve had enough. That was
lovely.
• Have you decided on dessert? / Can I take
your order for dessert?
• I`m afraid, I`m full.
• Would you like a coffee or tea?
• Dialogue nº 5 - Payment
• Male Guest: Can I have the bill, please?
Can I pay by American Express?
• Waiter: That`s no problem, sir, we accept
all types of credit cards. (…) Here you are.
• Male Guest: Thank you. Excuse me, but
this item is correct?
• Waiter: Which one, sir?
• Male Guest: Here, I thought we had only
one bottle of mineral water and two of
rosé.
• Waiter: Oh, I`m very sorry, sir, I`ll check
that for you.
• Waiter: Here you are, we`ve corrected the
mistake.
• Male Guest: Here`s my credit card.
• Waiter: Thank you (…) Good night and
thank you.
• Guests: Goodnight.
• Waiter: We hope to see you again.
 Expressions to learn
• Can I have the bill, please?
• Can I pay by …?
• Is this item correct?
• I`ll check that for you. / Excuse me, sir, I`ll
go and check.
• We`ve corrected the mistake. / Here`s the
correct bill.
• We hope to see you again. / Do come
back again.