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Thomas Early

Hotel For You

English for Hotel and Restaurant Staff

1. Auflage

Bestellnummer 34950

Bildungsverlag EINS
A list of the icons used in the book to indicate the nature of the task.

Discussion Tip

Listening Grammar reference

Reading Danger

Writing Information

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ISBN 3-427-34950-0

© Copyright 2005: Bildungsverlag EINS GmbH, Troisdorf

Das Werk und seine Teile sind urheberrechtlich geschützt. Jede Nutzung in anderen als den gesetzlich zugelassenen
Fällen bedarf der vorherigen schriftlichen Einwilligung des Verlages. Hinweis zu § 52a UrhG: Weder das Werk noch
seine Teile dürfen ohne eine solche Einwilligung eingescannt und in ein Netzwerk eingestellt werden. Dies gilt auch
für Intranets von Schulen und sonstigen Bildungseinrichtungen.

There are many problems to be faced when and well-organised vocabulary book. I give a
writing a book about a special field or sector. few tips on how I would organise a vocabu-
One of the main problems is the number of lary book, but you are free to do it in a way
new words that the student has to learn and that is best for you.
use. Many of the words will be completely Most people believe that their listening
new to the student, from the vocabulary in skills are much superior to their oral skills,
the kitchen – utensils, equipment, staff titles, and this is generally true. Therefore, many
cutlery and crockery – to the vocabulary tasks throughout the book can be used for
needed in the restaurant, foyer, bedrooms, discussion, and I strongly recommend that
etc. There is a very real danger that the book you become involved and always try to voice
can turn out to be more of a dictionary than your opinion. Like most learners, speaking
a course book. To combat this I have tried to in English is probably the discipline that
introduce new vocabulary in a varied and, I needs the most practice.
hope, interesting way. I wish you lots of success in your cho-
One way to make learning vocabulary a sen profession.
little easier is to use a logically-structured

Introduction 3

Unit 1 1 Working in the service

industry 8
Grammar Reference
1 Just checking
The service 1.1 Numbers 9
1.2 The Clock 10

2 The alphabet 12

Unit 2 1 Job titles

2 The staff
Grammar Reference
Do you like …?/

Who does Would you like …? 16


Unit 3 1 The rooms
2 The chambermaid
Grammar Reference
To be
A tour of 3 A vocabulary book 20

the hotel

Unit 4 1
Welcoming and greeting
A tricky situation
Grammar Reference
Present simple
The 3 Requests 27
4 A reservation 27

5 Telephone bookings 29
6 Registration 31

Unit 5 1
Grammar Reference
Emails 3 Requesting information 44
4 Answering enquiries 45

Unit 6 1 Introduction
2 Setting the table
Grammar Reference
Present perfect
In the 3 At the table 51


Unit 7 1
Wine an food
Recommending wine
Grammar Reference
The wine 3 All about wine 61

waiter 4 The wine list 63

Unit 8 The customer is always right 69 Grammar Reference
Verbs – not used in the

Dealing with continuous form 71


Unit 9 1
Five categories
A question of taste
Grammar Reference
Going to
At the bar 3 Cocktails 75
4 Small talk 76

Unit 10 1
If it’s too hot …
A kitchen dialogue
Grammar Reference
Adjectives and adverbs
The kitchen
3 Too many cooks 87 1 Adjectives 93
4 In action 90 2 Adverbs 94

Unit 11 1 Important things to know 97
2 Let’s get into practice! 99
Grammar Reference
For and ago
The Menu
1 The usage of for 102
2 The usage of ago 103

Unit 12 1 Types of breakfasts
2 Breakfast Menus
Grammar Reference
Two final topics
1 Prepositions 108
2 Used to do 109

Appendix 1
Quiz time
A place to stay

3 Giving directions 113

4 Chef ’s little gems 114
5 Let’s cook 115
6 Weights and measures … 116
7 Hotel signs 118

Unit 1
The service

1 Working in the service industry
Students visiting Britain or America for the first time might be slightly surprised by
the seemingly excessive use of both ‘sir’ and ‘madam’ within the catering trade. How-
ever, this is expected from members of staff by both the management, and the guests.
As the name suggests (service industry) we are there to provide a service for the pub-
5 lic, and although this can be demanding, exhausting and at times frustrating, it can
also be one of the most rewarding professions.
The service industry offers a wide choice of professions, and unlike most others, opens
up the opportunity of working in foreign lands.
It also gives you the possibility of coming into contact with many different languages
10 and cultures. For example, in a restaurant in the UK you might find a Spaniard asking
a German waiter questions in English about an Italian wine. We must therefore, all be
tolerant and patient at all times with our guests.
If you remember these points you will have an enjoyable and rewarding career in ar-
guably one of the world’s most important professions.

Task 1

a. What are the main differences between the ‘service in-

dustry’ culture in the UK and USA and the culture in
your country?
b. Why did you choose a job in the ‘service industry’?
c. What do you think are the main rewards offered by this

G 

1 Just checking
1.1 Numbers

The service industry

Cardinal numbers
1 one 14 fourteen
2 two 15 fifteen
3 three 16 sixteen
4 four 17 seventeen
5 five 18 eighteen
6 six
7 seven
400 four hundred
500 five hundred

8 eight 21 twenty one 600 six hundred
9 nine 22 twenty two 700 seven hundred
10 ten 23 twenty three 800 eight hundred
11 eleven 30 thirty 900 nine hundred
12 twelve 40 forty 1000 one thousand
13 thirteen 50 fifty
60 sixty 2000 two thousand
70 seventy 1000000 one million
80 eighty 2000000 two million
90 ninety
100 one hundred
110 one hundred and ten
200 two hundred
300 three hundred

Ordinal numbers
1 first 16 sixteenth 100 hundredth
2 second 17 seventeenth 110 hundred and tenth
3 third 18 eighteenth 200 two hundredth
4 fourth 19 nineteenth 300 three hundredth
5 fifth 20 twentieth 400 four hundredth
6 sixth 21 twenty-first 500 five hundredth
7 seventh 22 twenty-second 600 six hundredth
8 eighth 23 twenty-third 700 seven hundredth
9 ninth 30 thirtieth 800 eight hundredth
10 tenth 40 fortieth 900 nine hundredth
11 eleventh 50 fiftieth 1000 thousandth
12 twelfth 60 sixtieth
13 thirteenth 70 seventieth 2000 two thousandth
14 fourteenth 80 eightieth 2000000 two millionth
15 fifteenth 90 ninetieth 1000000 millionth

a half
a quarter/one quarter – three quarters
a third/one third – two thirds
a fifth/one fifth – two fifths – three fifths – four fifths
a sixth/one sixth – two sixths – three sixths
The service industry

a seventh/one seventh – two sevenths – three sevenths

an eighth/one eighth – two eighths – three eighths

Decimals in English are written with a point not a comma.
1 2.34 is spoken as twelve point three four.

35.76 is spoken as thirty-five point seven six.

107.28 is spoken as one hundred and seven point two eight.
0.923 is spoken as zero point nine two three.

Task 2

Use the numbers you have learned to answer the following questions:
a. Which British monarch, who married six times, was never really happily married?
b. When is American Independence Day?
c. How many days are there in a leap year?
d. How many days are there in October?
e. What is the decimal equivalent of
three quarters?
f. What is 0.25 as a fraction?
g. What number follows the eleventh?
h. When is New Year’s Eve?

1.2 The Clock

We generally do not use a 24-hour clock in Britain and America. Unless you are look-
ing at a train or aeroplane timetable or schedule, we usually use a 12-hour clock. This
means there are no such times as 19 o’clock or half past 23. One other exception is the
armed forces, and, assuming that none of you are in the army/navy or air force, let us
5 practise the 12-hour clock.

We have ‘am’ and ‘pm’ to stop any confusion, but it is not often necessary as you can
see from the following text.
I usually get up about 6 o’clock. I have breakfast at 7 and leave the house a half an
hour later. I usually start work about 8, have lunch at 12, finish work about 5 and
have dinner about 7.

The service industry

So, it is not always necessary to say am and pm – unless you do shift work.
It is really quite simple: nach = past and vor = to
Look at the following times:

five past one eight past seven a quarter past twelve twenty to eleven

twenty five past eigth half past two twenty five to ten twenty to four

a quarter to eleven five past five five to two half past two

Notice that we do not say ‘ten past two o’clock’, but ‘ten past two’.

Task 3

What time is it now?

What time was it twenty minutes ago?
……………… forty-five minutes ago?
……………… thirty-five minutes ago?
……………… ninety minutes ago?
……………… five minutes ago?
……………… seventy-five minutes ago?

Task 4

What time will it be ten minutes from now?

……………… forty-five minutes from now?
……………… thirty-five minutes from now?
……………… ninety minutes from now?
The service industry

……………… five minutes from now?

……………… seventy-five minutes from now?

2 The alphabet
1 Task 5

Write seven headings in your vocabulary book using the following letters:
A – B – F – I – O – U – R
_ _ _ _ _ _ _
_ _ _ _ _ _ _
Now listen to your trainer saying the alphabet and put the letters, which have the
same sound under the correct heading.

Task 6

a) Spell the following names:

Johnston Beckham Reilly Forbes Edwards McQueen

b) Spell the following words:

busy engaged available knowledge head waiter family
reception jaguar suite January telephone vegetables
manager office quality underground extension

c) Spell your own name/your colleague’s/trainer’s name.

Task 7

Listen to your trainer and write down the words that you hear.

Unit 2
Who does

1 Job titles
As in many organisations, a hotel is run under strict hierarchical guidelines and with
very clearly defined areas of responsibility. Every member of staff knows exactly what
he is responsible for and who he is responsible to.

General manager/ess Breakfast chef Receptionist

Banqueting manager/ess Maitre D’Hotel Commis chef
Head waiter/waitress Porter Waiter/Waitress
Head chef Chambermaid

Task 1

Look at the duties below and discuss with your colleagues who you think might be
a. Designing and planning the menu.
b. Hiring of new staff.
c. Booking enquiries.
d. Welcoming guests to the restaurant.
e. Weddings and functions.
f. The guests’ luggage.
g. Tidying the rooms.

2 The Staff
Now look at some of the main areas of responsibility within a hotel.

General manager: The manager’s position is very often an administrative

post. Responsible for the day-to-day running of the
hotel, hiring/firing, promotion and public relations.
Who does what?

Head Chef: Main areas of responsibility include the designing and

planning of the menus, food purchasing, preparation,
stock control and food rotation, and
general management of the kitchens and
delegation of tasks to the junior and
2 commis chefs. In the kitchen the head
chef is KING!

Commis/Sous chef: Often responsible for vegetable preparation, mais en

plais and the less complicated dishes such as pasta which
may be on the menu. In some hotels the commis or
sous chef is often also responsible for starters and/or
Breakfast chef: Breakfast preparation, purchasing, staff, stock control
and rotation and management of the kitchen during
Receptionist: Responsible for the hotel register, book-
ings, enquiries, cancellations and often
responsible for welcoming the guests.

Maitre D’Hotel: Main duties include welcoming the guests, bookings,

seating arrangements, enquiries and general administra-
tion within the restaurant.
Headwaiter: General supervision within the dining room, staff rotas,
purchasing, and liaison between the kitchen and the
Waiter/Waitress: Setting the tables, taking orders, serving the food and
dealing with any complaints or enquiries.
Banqueting manager/ Responsible for the planning and organising of any
manageress: special events at the hotel. These might include wed-
dings, conferences, parties or seminars.
Head barman/ Responsible for stock control, purchasing, staff rotas and
barmaid: general administration in the hotel bars.

Barman/Barmaid: Mainly responsible for serving the guests,
stocking shelves and general tidiness
behind the bar.

Porter: Responsible for welcoming the guests, carrying their

luggage to the room, parking their car and dealing with

Who does what?

general enquiries.
Chambermaid: Responsible for making and re-making and cleaning and
tidying the rooms.

Task 2

Translate the following words/phrases.

Day-to-day running. Staff rotas. Stock control.

Stock rotation. Hiring and firing. Liaison.

Task 3

Which of the hotel staff might wear the following items of clothing?
A. Bow-tie B. Apron
C. Waistcoat D. Name-tag
E. Whites F. Business suit

Task 4

Which of the members of staff are most likely to have said the following:
1. I once organised a wedding for 250 people. But the bride didn’t show up.
2. Sometimes it feels as though some of the guests have a dead body in their case.
3. We ran out of beer during the very hot summer last year and I had to borrow a
keg from the pub across the road.
4. Although my staff are very good, I personally go down to the market to buy fresh
5. I find some foreign names very hard to spell. Especially over the telephone.
6. A guest once asked me for mint sauce with his ice cream.