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Unit Contents Chart
HIGH SEASON
English for the Hotel and Tourist Industry
OXFORD UNIVERSITY PRESS
High Season
English for the Hotel and Tourist Industry
Keith Harding & Paul Henderson
Oxford University Press
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Oxford New York
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No unauthorized photocopying
All rights reserved. No part of this publication may be repnuiuied, stort-d in a rcrrifvaJ syitera, or [ransniitted, in any form or by any mtfans, eJectrtiniL". rntchanical, phytotopyinj;, rtmrdinj;. iir othtrwist. without the prior writtt-n ix-rmission of Oxford University Press,
This bituk is: sold subject to tlie tomiition that it shall nut, by way of iradt ur otherwise, lie lent, resold, lured otil. ur otherwise cirrulaLed without the publishers prior consent in any form ot binding or lovet other rhan rhar in which ir is published and without :■ siniilnr tondition including tins condition being imposed un the subscqui'nL puri.hasi;r.
The authors would like eq thank [heir fa.militsand fritnds. and thai colleagues and itudems ii Si Giles College.
Tin1 publisher and authors would also liiu: to thank the following for
their kind permission to use articles, extracts, or adaptations from
copyright material:
Cosmosair pic, Bromley
Thomson Tour Operation Lrd: London
Honk and kesfaunmes of Britain 1 V'JI and 1995,1'roduct
C^ummunicalions Ltd The CopthomcTsra Hotel. London Tail Story', Caterer and Hotelhepsr, G February 1992, Reed
BiMnESS Publishing Trusthouse Forte pic, London
Tk BttiinnsofHntth, S. Medlik, Hutterworth-Heincmann Ltd 1989 LodgLstix UK Ltd, Croydon Forte Crest Hotel, Gloucester Royal York Hotel, York Thamm Cook Traveller's London m$hy Kaihy Arnold,
AA Pubh sh ing 'There's a fly in my software' ©George Cole/Tile Times Newspapers
Ltd, February 1992 American Express Europe Ltd Grosvenor House Hotel, London Abcla Hotel. Monaco Shearings Ltd.Wigan The Business ofTatmsm.]. Christopher Holloway, Pitman
Publishing '|W Evan Evans Tours, London
Kvciy cfibrt has been made to trace the owners of copyright material in this bonk, hut we should be pltased to htarfrom any copyright owner whom we taste lx.-cii unal.ilt 10 toniact in ordei to reaify any errors or
omissions.
Illustrations by:
Ken Bindc-r/Satchdl Illustrators page68
Paul Collicutt page 83
Madeleine David page 34
Michael Hill page 96
MikeOgdtrn pages 54, 121
Oxtord Illustrators page 21
Sharon Pallcnt/M.iggif MunJy Illustrators' Agency pages tSi l$i 3?
Sruarr ilobertson/Sharp I'rACUcc page 11 ll
Colin Salmon pagcW, l$6] I 10, 11 I, 1 1.1
TimSladepage!.3«.ll0
Darrcll Warner page SI
David Williams pages 43, m
Location Photography by: Cmiiy Andei5on page.l 2? Philip l),,nn pages31,36.12, SO, & M, ™, ?4 -7. if, 1(1(1, ffi
We would 1 ike I o I hailk die following for rheir pemiLssion to reproduce photographs: The Abela Hotel, Monaco page 114 BugsgnngandAssociatesp^gc !3fl Colorifit; page20 (Michael Vamashita-llialttidiib) TheCopthornt fara Hotel pages 24.26 (man in wheelchairx 2) James Davis pages 10 (manor house), 89 (boat and horseriding), 92
(houses at dusk), 131
Htiropean TourOpemrors Associiiiiuri page 101) Life File pages 10 (Eddy Tan - Spanish horel), 20 (Lionel Mtiss-
hotell.S'J (Tim Fishet -museum), 94 (Emma Lee), 135 (Jerry
Hoarc- Lyric Theatre), 136 (Emma Lee,) The Grosvenor Huusc Hotel page 111 Robert Harding page 20 (gym), (Tuny Gcrvis- golf), 91 (Greek
Dancers), [Fcter Ryan - Samarian Gorge), 135 (Windsor Castle) Arthie Miles page2fi (games roorri) Producr Communications page 28 The Royal York livid paEe S& Mirgarer Sesnan page 103 Southern Stock I'hotoAgenc)' page 92 (Jim Schwabd-dl photos of
Charleston except for houses at dusk.) Tony Srone Worldwide page 10 (holiday vil!aM2 (John Warden). 53
(Vk Thomasson - (women U uble). S6 (Rofain Smith). 91 (Marcus
Brooke- Knossos), 97 (Manfred Mehltg — Omierbuij-1, 124 (Alan
Mtnlli). 13? (Joe Cornish- House*oiPailoiaaitj. I3"«jcrrard
Louce —siudenrs; cycling). 139 The Telegraph Colotir Library page 22 Thomsons pages ll. IS Travel Ink Pluirr.i [ ihrary page 2" The Travel Library page 11 S i Philip Emkkmpi I Rl V pages 26 (Helene Rogers - counrjrbuji. ^3 I Hclene Rogers -
gift shop), (Vicky Pimm-fctcrauH^J. 62 (L j. H.*ll). 97 (Roger
Cracknell - Leeds CasricM 05 (HWtnc Rogers)
We would also like to rhanlnhr frJLi i m^inr their help and patience.
and for providing lo ddh
The Manager and staff of ifce Fcafco Hotd. The Mafijga and staff tjt Tie HoGdar Inn. Tcitunl I he Manager and stiif oTTbe Hafadn Inn. Birmingham D ia nc M ac Lennin (if UK Basx The lnter-ContincnmBaa.LaDiiaD The Gloucester H«cL The | olinitounbuia K
The King jamo Thxdc&xcL Edinburgh
"" '' ' " ii ri^nn|>
The Copthorrer Tta H^ri. London
| Tyjieset to Aiahr Cam hy Tratlc^CMib issL fa |
| Pnnifd is Hcnjr Komf |
OS nxi Monotypie Gill Sans t, Somcrv.'t
Contents
page
1 Types of accommodation 10
2 Hotel facilities 20
3 Staffing and internal organization 31
4 Reservations and check-in 42
5 Hotel and restaurant services 53
6 Money matters 64
7 Dealing with complaints
8 Off-site services 89
9 The business traveller 100
10 Conferences 109
11 Tour operation—planning
12 Tour operation—execution
Pair/Group A instructions 143
Pair/Group B instructions 147
TapescripG 151
Wordlist 172
Unit Contents Chart
Topic
Listening
Speaking
Reading
| Types of accommodation p. 10 | Guests' preferences Information about Yosemite | Dealing with enquiries about accommodation | Where to stay in Yosemite Park Brochure descriptions | |
| Hotel facilities p. 20 | At the Horeliers' Conference Room descriptions | Describing rooms | A room at the Copthorne Tara 'Tall Story' | |
| Staffing and internal organization p. 31 | Hotel staff hierarchy The job of a concierge | Running a small herd | A family hotel in the Dordogne A job application | |
| Reservations and check-in p. 42 | Telephone reservations Check-in procedure | Reservations procedure Checking in | Reservations and Front Office computer systems A£uc reservation | |
| Hotel and restaurant services p. 53 | Ordering a meal Calling Reception | In che resKurant | Menus Hotel notices and information sheets | |
| Money matters p. 64 | Three financial transactions Changes in tates | Checking out | A bill from the Royal YorkHoiel A memo to staff |
Writing
Language study Word study
Activities
Describing a horel for a Giving opinions Accommodation
brochure
Expressing likes and dislikes Hotel features
Choosing a hotel
Describing beach resort hotels
An informal letter recommending hotels
Describing past ri me Making comparisons
Guidebook symbols Special facilities
Comparing hotels
Prioritizing alteration work on a hotel
A letter of application Obligation
Adjectives and nouns describing personality
Appointing a concierge
Careers in housekeeping and maintenance
Confirming a reservation Pronunciation of letters by fax
Short answers
Tag questions
Hotel documents
Allocating rooms Buying a computer system
Taking telephone messages
intentions and spontaneous American and British
decisions English
Making requests
Categorizing jobs in the food and beverage cycle
Separating jumbled orders
A letter offering a special rate
Using numbers The Passive
Financial terms
Exchanging foreign currency
A comparison of tipping in three countries
Topic
Listening
Speaking
Reading
Dealing with complaints
p. 77
A guest complains People who complain 'There's a fly inmysoftwE
A disastrous experience Dealing with complaints Letters of complaint
| Off-site services p. 89 | Excursions on Crete A guided tour of Charleston | Local artractiaiw in Charleston Hiring a car | Off-site services Car hite information | |
| The business traveller p. 100 | Looking after important guests An interview with a businesswoman | CidturaJ differences | Hotei business facilities The Japanese business traveller | |
| Conferences p. 109 | Inspecting a conference suite Changing a conference programme | Conference facilities | A letter of enquiry fioin a conference co-ordinator The Abela Hotel, Monacc | |
| Tour operation: planning p. 121 | Explaining 'fam trips' Choosing a hotel for an incentive tour | Arranging an itinerary- | Five tour operators Shearings fam trip itinerai | |
| Tour operation: execution p. 133 | Checking in a group Changes in rates | Assessing tour group needs | A Welcome Letter and itinerary A rooming list |
Writing
Language study
Word study
Activities
Replying to a letter of complaint
Present Perfect Passive should have (done) Responding to complaints
Intensifying adverbs
Restaurant role play Assessing guests' feedback
Describing local attractions
First Conditional Giving advice
Entertainments, coach tours Exchanging information
about a coach tour
Planning a guided tour
A Welcome Letter
Present Perfect Continuous Comparison and contrast vs Present Perfect Simple
Designing a business apartment
Where business travellers stay- an international comparison
A leaflet for a conference hocel
Describing use Conferences and meetings
Talking abour room layouts
Describing size and dimension
Planning a conference programme
Opening night role play
A letter to a tour operator Future Continuous
Future Perfect Reported speech
Prepositional phrases
Hotel manager/tour operator role play
Completing a tour-planning diary
A letter in response to survey results
Second Conditional Reported questions
Formal notices
Selecting a resort representative
Assessing feedback on package tours
Unit 7 Dealing with complaints
Divide into pairs, A and B. A should read letter 1. B should read letter 2. Answer the questions which follow, then compare answers with your partner.
| Dear Sir, 1 am writing to you concerning my recent stay at your hotel. My wife and I arrived on Saturday 15th May and stayed for a weak. Although we were treated well and found the service and your staff excellent, there are one. or two matters which we feel we should bring to your attention. Fii-stly, we had hoped for a complete break from our "busy work lives, and indeed your advertisement promised 'peace and quiet' and the chance to relax. However, we wore surprised bo find that there was a lot of noisy building work. 1 understand that repairs are sometimes needed, but Is it really necessary to start at seven o'clock in the morning? Secondly, we had hoped to make use of the •luxurious poor. To our astonishment, we found that this was cloaed fop the entire period of our stay. I hope you do not mind ms writing to you about these thJnga, but 1 would be grateful If you could give me some explanation. Aa I said at the start, it is a pity whan your service is so excellent in other areas. I look forward to hearing from you. Tfoura faithfully, | ||
| Mr, 'Heater Bradley | Dear Sir 1 recentlylutd the bad luck to stay tu your hotel, and I am now forced to write to youto expressmv disgustwith the serviceyou provided.. From themoment t arrival 1 was treated in aniniiiKinlly manner. 1 also foundthai the promises you made in your advertise-ment were not true. The hotel was notrelaxing - it was noisy und uncomfortable. The restaurant wasurn romantic,and indeed it was hardly a restaurant, as it offered very little variety of food, Furthermore, there was no transport him town. When I complained abool Ibis I wassimply told there was a bus strike. Sun k you could have provided a taxi service for your guests. 1 am a I'iin ly mwjsabteman, ami I urn quite prepared in pui up wiih a little inconvenience, hut this was too much far me. If [ do no! receive n satisfactory explanation and appropriate compensation, | shall he forced to take the matter further. 1 Brasending a copy of this tetter to my solicitor and to the local tourist board. Yours faithfully P Pryke | |
Date: 2015-12-24; view: 1889
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