Food and Beverage Cycle

Purchasing Receiving Storing and Preparing Selling

Issuing

Unit 5 Hotel and restaurant services

10 Activity

Four people, Jeif, Pierre, Susanna, and Helen, have ordered breakfast, but rheir orders are jumbled. Can you work out who ordered what? Each person ordered three food kerns, and at least one drink.

a Jeffhas ordered orange juice and coffee.

b Helen wants croissants.

c Everyone wants orange juice except one person, who wants grapefruit

juice and tea.

d Everybody wants either eggs or croissants, but nobody wants both, e One man and one woman have ordered eggs.

f The woman who wants fried eggs wants orange juice and no hoc drink. g The man who is having coffee does not want croissants. h The man who wants croissanrs also wants orange juice and hot

chocolate.

i Both croissant-eaters want butter, but only the woman wants jam. } The person with no hot drink has ordered sausages and mushrooms. k The person who wants fruit yoghurt does not drink coffee. 1 The person who wants scrambled eggs has also ordered toast and

butter.

Unit 5 Hotel and restaurant sendees

Vocabulary

aperitifp. 57, alcoholic drink taken

before a meal bakedp. 55,cooked by dry heatinan

oven, e.g. bread, cakes carvedp. 55, cut(meat) coated inp. 55, covered in crispp. 55, firm and fresh crunchyp, 55, fresh and crisp; making a

sharp sound when bitten into crustp. 55, hard outer surface currentp. 59, in use at the moment depositedp. 59, given to sb to be kept in

a safe place dessertp. 56. sweetdish eatenasfinal

course in a meal dressing-table p. 59, bedroom table

with mirror and drawers, used especially

by women when they dress, make up,

etc. equipmentp. 59, thing(s) needed fora

particular purpose facilityp. 59, ability folderp. 59, cover for holding loose

paper, etc garlicp. 54, small plant like an onion With

a strong taste and smell garnishp. 54, vegetable, herb, etc., used

to decorate a dish or add to its flavour herbsp. 55, plants whose leaves are used

for flavouring food juicyp. 55, containing a lot of juice and

being enjoyable to eat laundryp. 59, clothes, sheets, etc., that

need to be washed; place where this is

done liqueurp. 54, strong (usually sweet)

alcoholic spirit, drunk in small quantities

especially after a meal

pastryp, 54, mixture of flour, fat, and

water, baked in an oven and used to

cover pies, etc.

petrolp, 53, liquid used as fuel for cars plastersp. 53, small pieces of fabric or

plastic that can be stuck to the skin to

cover a small wound or cut plattersp. 59. large flat dishes with a

selection of food retainedp. 59, kept roastedp. 54, cooked in an oven seasonal p.55. varying with the seasons seasonedp. 54, flavoured slicesp. 54, thin, wide, flat pieces cutoff

an item of food snailsp. 54, small, slow-moving animals

with a shell

spicyp. 54, flavoured with spice; strong-tasting because of high pepper or chilli

content

starterp, 56, first course of a meal supervisep. 61, watch sb to make sure

they are doing their job properly switchboardp. 59, central telephone

panel tapp. 53, thingthatcontrolstheflowof

water in a bath, basin, etc. tariffp. 59, list of fixed charges tasty p.55, havinga strong and pleasant

flavour; appetizing vacatep. 58. leave valuablep. 59, worth a lot of money vegetariansp. 57, people who do not

eat mear

Money matters

1 Reading

1 Whar items would you expect ro find on a hotel bill? Continue this list: room charge (per night) meals phone calts

Unit 6 Money matters

2 Look at this example of a bill for a guest staying at the Royal York Hotel. Answer the questions which follow.

The Royal York Hotel

York

Fax; (090^ Sagrjog.:

Name: Jfirs Ta

Address: OWW-ACCRIFNT 'Nationality: CS

K......... Q i

Arrival: ■ ■ ■

Nts.

Outlet

IV- rifiii

Tiitaf

■jct

2& Ocl

2i Opt

26 Opt

■ ■ 'art

■ ■

""' Dc.t

2,7 Qi.:t

Lounge 9SlX. Lounge Bar

Rosse Eooiri brisk Hiae^i F.scuti Wine

.. r,-_:.

Rose RooitrWiiie

3.J.0

1. ■3.50

N ■&. a 0

Sp

11 s .0.0

^73.45

a How many people were staying?

b What was the room number?

c How many nights did rhey stay?

d What was the daily room rate, and what did this include?

e What was not included in the room rate?

f What extras did they buy?

g How did they pay?

Unit 6 Money matters

1 Listening

1 Look at the list below, then listen to three dialogues involving money
which take place in a hotel. Each dialogue is about one of the following
situations. Write the number of the dialogue by the situation you bear.

a □ paying die bill in the restaurant b□ buying goods from a hotel shop

checking in

changing money e □ checking out f □ leaving a tip

2 In the dialogues, several questions are asked. Listen to the cassette again
and complete the questions below.

Dialogue I

a How would you tike

b Could you just

_?

here, please?

c How much do you___

Dialogue 2

d Would you just like to___________ it__________ ?

e Can you tell me what this___________ is for?

f Do you-------------- Visa?

Dialogue 3

g Can you tell me what the__________ is?

h Cash or_________ ?

i Is_________ charged on that?

Which questions are asked by the gLiesr and which by the hotel employee?

3 Language studyUsing numbers

Look at the way numbers and figures are used in the dialogues. Compare the spoken form with the written form on the right.

'That'll be thirty-seven pounds twenty, please ...' (£37.20)

^LRoom four oh eight/ (408)
'Two hundred divided by one point four equals one

hundred and forty-two pounds eighty-six .,.' (200-5-1.4 - £142.86)
'. .. less two pounds commission , ,. comes to one

hundred and forty pounds eighty-six pence.' {—£2.00 = £140.86)

1 Now match these figures with the spoken sentences which follow.

1 £2.50 5 $100 bill

2 $2,216 6 Room 504: £273-45

3 £1.00 =$1.86 7 4 x $4.25 =$17

4 £24+ 15% service =£27.60 8 $100-10% =$90

Unit 6 Money matters

a We're currently exchanging at one dollar eighty-six to the pound. b The total charge for the group is two thousand, two hundred and

sixteen dollars.

c 1 gave you a hundred-dollar bill! d That will be rwo pounds fifty, please. e One hundred dollars less ten per cent commission makes ninety

f Four times four dollars twenty-five is seventeen dollars in all.

g The bill for room five oh four comes to two hundred and seventy-three

pounds forty-five (pence). h Twenty-four pounds plus fifteen per cent serviee equals twenty-seven

pounds sixty.

2 Read these amounts m a partner and get diem to make the final calculation.

a £2.50+£4.15 = b 10% of $1 "50 -c 5* £14 = d £206 + £2,.314 = e $16.95x2 m f $1000-10% -g £60+ 15% = h S4,396 + 3,221 =

Make up some of your own and read diem to your partner.

The Passive

Look at rhese examples of the Passive from the dialogues:

► It can be added to your bill.

( = We can add it to your bill.) ►• I can arrange for them to be sent.

( = I can arrange for someone to send them.)

► Those papers were sent to 703.

( = Someone sent those papers to 703.)

► / 've been given the wrong hill.

( = Someone has given me rhe wrong bill.)

► Is commission charged on that?

{ - Do you charge commission on that?)

The passive is often used when:

a the thing happening is more important than the person or thing doing

it (the agent).

b the agent is unknown ot unnecessary, c a more formal style is required.

Unit 6 Money matters

Transform these active sentences into passive sentences.

Example:

They are building an extension next year.

An extension is being built next year.

a We add a service charge to your bill,

b The housekeeping department hasn't changed the sheets since last

week.

c They delivered che wrong newspapers to room 703.

d Someone has stolen my passport!

e As I turned round, the waiter was pouring die wine.

f We expect guests to check out before twelve noon.

Word Study

1 Match these words with the pictures underneath:
I teceipt 5 traveller's cheque

2 cheque (British bank)

3 cash (notes)

4 cash (coins)

Unit 6 Money matters 69

a Which ones are methods of payment? b Think of an item or service which can be paid for by each, c What are the advantages and disadvantages of the different methods of payment?

Here is a list of precautions that reception and sales staff should take when dealing with different methods of payment. Which method of payment should they be used with? Discuss with a partner.

a check expiry date

b compare signatures

c watch client sign

d write number on back

e take imprint of card

f hold up to light and examine

g ask for passport or other identification

h phone client's bank

Complete the text using the following words:

check out, deposit, in advance, sales outlet, settle a bill, voucher

Guest accounting

Hotels operate complex systems of guest accounting. Rooms are

not usually paid for !______________ It is normal for guests

to_______________ only when they I_____________

of the hotel - although usually a t_____________ or credit

card number is taken as security. A guest will probably buy a number of hotel services during his/her stay, for example, drinks in the bar, room service, and so on. These are either paid for at the time or added to the guest's final bill (in which case the

.______________ must issue a signed *________________

to the accounts department).

Source: S. Medlik: The Business of Hotels

Unit 6 Money matters

5 Speaking

In pairs, A and B, act out the dialogue between a receptionist and a guest who is checking out. This is the guest's bill:

The Clinton Hotel

George Street, Bath, RAJ 7AY Telephone: (0225) 8672«, Fait: (0225) 867201

Total

164 00

You are the receptionist. You've been warned about this guest before — he/she has caused problems at a lor of places in the hotel. Be prepared to explain some of the items, but you arc sure the bill is correct — the phone system, for example, is automatic and cannot make mistakes. Don't forget to ask how the guest is going to pay. Re polite!

B

You are the guest. You are not happy with this bill so you want to query some of the items. For example, you didn't use the telephone and you only ordered a sandwich from room service. How do you want to pay?

Unit 6 Money matters

Start rhe dialogue tike this:

receptionist: Good morning. How can I hetp you? guest: I'd like to check out, please. receptionist: Certainly. What room are you in?

guest: ...

6 Reading

Read diis memo expkining the Grand Hotel's policy on room rates. Answer the questions which follow.

From; The General Manager Date: September 6 199_ To: All Front Office staff Subject: Pricing policy

GRAND HOTEL

It Is clear that some clarification of our policy on pricing and room rates is needed.

BASIC HATBS

We have a basic rate for all room types. However, it is common for different rate3 to be cnarged-TMs is because the Sales and Marketing Department negotiates special rates for different agents, corporate clients, and other clients.

The basic ratesare:

Standard room: £80.00 (double)

Luxury/Executive Plus: £115.00 (double) Suite: Individually priced

Standarddiscounts

Weekend rate (Fri/Sat or Sat/Sun): 18% discount Weekly rate: seven nights for the price of five

Specially -negotiated rates

Most guests come ae part of a tour, through a tour operator, or as a corporate guest. In this ease a special rate will have been negotiated and will be on the computer for Reservations and the Front Office bo access.

Free Sale Agents

Free Sale Agents are sent availability charts every two weeks. They sell rooms at an agreed rate (usually the corporate rate). They don't have to check with us, ao administration costs are kept low.

Allocation Holders

Allocation Holders have a certain number of rooms which they agree to sell (usually at FIT rates). The customer pays them directly and they take commission and pass on what is left to the hotel.

For weekends they have the rooms on a 48-hour release (in otfrer words the betel can take them back by Thursday and resell).

If you. have any more questions, please speak to me Reservations Manager or the Sales and Marketing Department.

a Who decides the rate for different agents?

b When must a guest stay to get a 1 5% reduction?

c Where does the hotel get most of its guests from?

d Why does selling rooms through Free Sale Agents keep administration

costs down ? e What is the difference berween a Free Sale Agent and an Allocation

Holder?

Unix 6 Money matters

7 Listening

Writing

2 Using the information in the memo, calculate the income For the horel in each of these cases:

a Three couples staying for two nights (Friday and Saturday) in Standard

rooms. b One businessman staying in an Executive Plus room for three nights

(not a corporate client), c A group often corporate clients each staying in a separate room (Luxury)

for one night. The Sales and Marketing Department has agreed a 20%

discount with this company.

1 Listen to this interview with the Reservations Manager of the Grand
Hotel, recorded a year after the memo was sent. As you listen, note the
changes that have been made in the policy of the Grand Hotel regarding
room rates.

2 Using die new information, calculate what the income for the hotel wilJ
now be i n the three cases in 6 Reading, 2 above.

Read this letter sent to the group of three couples mentioned in 6 Reading, 2a.

Seafrnnl Villas WesfbmiriK'ismmim

Te!: 0273 624939 Fax: 0273 624831

10th August 1S9_

Mr and Mrs navies 16 Hill Street London ET16 1BV

GRAND HOTEL

Pear Mr and Mrs Da vies

Thank you for your letter of 5tti August regarding a possible reservation, for three rooms for two nights for the vraekand of 14th/15th October.

We can offer either our Luxury double room at &\ 1 R per¹ night

double at £85, All our rooms have private bathrooms, television, tea.- and coffee-

malttng faculties, and other features designed to make your stay as comfortable as

possible.

furthermore, we are able to offer you a special 10% weekend discount on these rates. The total for the three doubles will therefore be £469 for the Standard rooms or £621 for the Luxury rooms.

I would be grateful If you could, oonflrm your reservation as soon as possible and tell us which type of room you would prefer. We accept ail major credit earde op, if you prefer, you can secure your reservation by sending a 85% deposit.

I look forward to hearing from you. Yours slnoerely

Peter Barnes Reservations Manager

Unit 6 Money matters

Now write a similar letter in answer to the enquiry in 2b or 2c. Use the updated information from 7 Listening and follow this sttucture:

Paragraph 1: Thank the enquirer for their letter

Paragraph 2: Explain the basic room rate

Paragraph 3: Explain details of any discount you are able to offer

Paragraph 4: Ask for confirmation

Paragraph 5: Closing remark

Activity

Work in pairs. Complete columns 1 and 2 of this chart by looking at today's newspaper. Together, complete columns 3 and 4. You will need to set buying and selling rates for each currency, and decide whether you are going to charge commission.

I 2 3 4

COUNTRY

TODAY'S EXCHANGE RATE

(to your currency)

Cash

Rate from paper

Your buying rate

Your selling rate

UK USA

I.

Germany Greece

i I

It

2 Take turns to be A and B.

A

You work in the exchange office of a large hotel. Using the tates you have just set, answer the questions of the tourists who come to your office to change money.

B

You are a tourist. Choose one of the currencies and decide how much you have. Go round the class, visiting other students' exchange offices and trying to get the best rate. Act our the conversation.

Useful language:

Can you tell me the exchange rate for... ? Vd like to change these ... How many.. . will I get for. ..? Does that include commission?

Unit 6 Money matters

10 Activity

1 In groups discuss these questions:

a Have you ever been given a tip?

b What is the biggest tip you have given?

c Which employees in a hotel mighr expect to receive a tip?

2 Read these extracts about tipping taken from guidebooks to Australia, the
United States, and the United Kingdom. Complete the chart which
follows with details of how much to tip,

Australia

Tipping

Tippinglias never been ihe custom in Australia and many are loath to have it start. Hotels and restaurants do not add service charges but ids a widely aoceptedpracticeto tip a waiter ID-12% for good service, although many Australians consider it sufficient to leuve only $3 or $4. It is not necessary to tipahoteldoonnan for carrying suitcases into the lobby, hut porters couid be given SI a bag.

Room Service and housemaids are not tipped except for special service. Taxi drivers do not expect a tip, hut you may want tu leave any small change. Guides, tour bus drivers, and chauffeurs don't expect tips either, though they are grateful if someone in the group takes up acollection for (hem. No tipping is necessary in beauty salons or for theater ushers.

Source: Fodor's Australia and New Zealand

Unit 6 Money matters

USA

TimeCalifornia and the entire wesi coasrare in the Pacific Standard Time zone, eight hours behind Greenwich Mean Time and three hours behind Eastern Standard Time.

TippingIn restaurants, waiters and waitresses, as well as bartenders, expect a 15% tip; so do taxi drivers and hairdressers. Porters should be tipped 50c to $1 per bag, and parking valets should be given $1. It's nice to leave a few dollars on your pillow for the hotel maid; lavatory attendants will appreciate whatever change you have.

Tourist OfficesSee 'Information and Money,¹ earlier in this chapter, as well as specific city chapters later in this guide.

Tipping

This Is as difficult for the locals as it Is for visitors. There are no hard and fast rules.

Airport/railway porters:5Op a bag is

welcome. There are now red-uniformed

Skycaps at airports with a fixed £5 fee.

Hotels:often add a service charge, but

porters would expect about 50p a bag going

toyourroom.

Restaurants;almost always include a service

charge. Even if the credit card form is left

blank next to tips, do not pay again. If not

included, a 10% tip is normal, preferably in

cash.

Taxis:10% is normal.

Hairdressers:10% is normal.

Do not feel obliged to tip unless service has been cheerful and efficient.

Source: Frommer's California

Source: Thomas i

USA

UK

Australia

barman

chambermaid

waiter/ waitress

doorman

parking valet

porter

taxi driver

tour guide

lavatory attendant

hairdresser

other

15%

3 In small groups prepare and write a similar paragraph for a guidebook to your country {or a country which you have visited and know well).

Unit 6 Money matters

11 Vocabulary

48-hour releasep. 71, system by which

rooms have to be claimed or sold 48

hours (two days) before allocationp. 71, amount given fora

particular purpose (hence Allocation

Holder) availability chartp. 71. chart which

indicates the number of rooms that can

be sold for a particular period billp. 67, piece of paper which shows

how much money you owe for goods

and services: (US) a money note calculatep. 158 (tapescript), find an

answer by using numbers cashp. 68,money intheformofcoins

and notes check outp. 68, pay your bill and leave a

hotel check something throughp. 158

(tapescript), examine something written

to see if it is correct chequep. 68, special piece of paper

which you fill in to authorize a bank to

pay from youraccount comes top. 67, equals (usually for

money amounts) commissionp. 66. money that you get

for selling something (usually a

percentage} credit cardp. 68, small plastic card that

allows you to get goods or services

without using money currencyp. 73, money that a particular

country uses depositp. 69, sum of money which is the

first payment for something, with the

rest of the money to be paid later

discount p.7l.reduction inthe usual

price of something (usually a percentage) exchange ratep. 73, vatueof the

money of one country compared to that

ofanother expiry datep. 69, end of a period when

you can use something Free Sale Agentsp. 71, people or

organizations which sell rooms on behalf

of a hotel, but without the need to check

if rooms are available imprintp. 69, mark made by pressing an

object on a surface (e.g. the writing on a

credit card when pressed on paper) key cardp, 158 (tapescript), cardgiven

co a guest when they are given their key,

when checking in negotiatesp. 71, arranges by discussing

with another person or group receipt p, 68. piece of paper that is given

to show you have paid for something room ratep. 65, ftxedamountac which

a room in a hotel is charged sales outletp. 69. any department in a

hotel which sells things to guests (e.g,

shop, bar) service chargep. 68. amount (usually a

percentage) added to - for example -a

restaurant bill to reward the

waiters/waitresses for their work traveller's chequep. 68, a cheque that

you can change into foreign money when

you are travelling abroad voucherp, 69, a piece of paper

exchanged for goods or services

Date: 2015-12-24; view: 1474