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Unit Contents ChartHIGH 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 j (.'.real i:l.iivn(.l<in Street. (KtonJ < .1X2 (il)P Oxford New York ■\Thoi- Auckbrul gai^feobUuM.iki. IIliltiih Aires Cakutti Ciipc Town fJit'nn.ii I ).ii- rs \iljjm Ut'llii I InrvlKr.1 liiin^ Kuan iM.mhul K.i'ji.ln KiuLi Umipm M.tdrid MdhuuiTW Mumkii Nuiroh lr:ii-isS;io l';iu!i> Tuirwi Tukvi) "I", iimiii: W.uviv, ind .i.ss.,.i;ii.t..J Berlin Ibadari ci\r(,al
w O.xluril llmversirj I trsCpnMisln-d \\f-M 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 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
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 Unit Contents Chart Topic Listening Speaking Reading
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 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
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.
Date: 2015-12-24; view: 1690
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