LETTER OF APOLOGY

This letter of apology is from the manager of the Frankfurt Palace to a guest who complained that the restaurant did not cater for his request for halal food. (Halal food is eaten by Muslims and has to be prepared in a special way.

Dear Dr Abdulrahman,

Thank you for your letter of 18 May.

I was sorry to hear that you were unable to obtain halal food from the restaurant and that you had to eat out for the night that you spent with us. You are quite right to say that the brochure states that we cater for our guests' special diets. However, I would like to point out that the brochure also makes it clear that we require adequate notice because we need to make special arrangements. 

Unfortunately we were not informed of your requirements in advance and so were unable to meet them. I can assure you, however, that we will be able to provide halal food when you next come to stay with us if you can give us three days' notice. 

As I sign of our concern I would like to offer you a $25 voucher towards the cost of your next visit, and I hope we will have the pleasure of your custom again.

Please accept my apologies for the inconvenience you suffered.

Yours sincerely

B.G. Lagerfeld

Manager

UNIT 7: DEALING WITH COMPLAINTS

UNIT 7: TRATANDO CON QUEJAS

7-1 PRESENT PERFECT PASSIVE

After inspecting the rooms at 10.00 a.m., the housekeeper in a large hotel made a list of jobs that needed to be done. It is now 11.50 a.m. Write sentences about what has been done and what hasn't been done.

- 201 - fix lock on bathroom door (No)
The lock on the bathroom door in 201 hasn't been fixed.
- 208 - collect laundry (Yes)
The laundry has ben collected from 208.
- 213 - mend plug (Yes)
The plug in 213 has been mended.
- 215 - replace kettle (No)
The kettle in 215 hasn't been replaced.
-316 - clean up red wine stain on carpet (No)
The red wine stain on carpet in 316 hasn't been cleaned up.
- 302 - change bedcovers (Yes)
The bedcovers in 302 have been changed.
- Third floor- empty bins in corridor (Yes)
The bins in corridor on the third floor have been emptied.
- 403 - repair leaking tap (No)
The tap leaking in 403 hasn't been repaired.
- 416 - put in cot (No)
The cot hasn't been put in 416.
- 500 - air-conditioning needs adjusting (Yes)
The air-conditioning in 500 has been needed adjusting.

7-2 SHOULD HAVE (DONE)

Look at these examples from the conversation:

- This room is filthy. They should have cleaned it.
- You should have complained earlier.
- They should have made the bed.
- The news was awful. You should have said something about it.
- He shouldn't have been so inefficient.
- He should have written down the informations straight away.

7-3 COMPLAINT

- This soup's disgusting!
- I'm sorry to trouble you, but i don't seem to have any towels.
- It's really noisy. Can't you do something about it?
- The central heating's not working.
- Look. Our sheets haven't been changed.
- Sorry, but I ordered tea, not coffee.
- I can't seem to get the shower to work.

7-4 APOLOGY

Lo siento mucho:

- I'm extremely sorry
- I'm very sorry
- I'm awfully sorry
- I'm terribly sorry

7-5 ACTION

- I'll send someone up to clean it immediately.
- I'll send someone up to change it immediately.

7-6 WRITE A LETTER  TO ONE OF THE GUESTS APOLOGIZING FOR THE DIFFICULTIES THEY HAD, AND EXPLAINING THE REASONS

Structure:

Paragraph 1: Thank writer for letter. Make general apology.

Paragraph 2: Make specific apology and give explanation/reasons for each complaint.

Paragraph 3: Offer some compensation (if you want).

Paragraph 4: Repeat general apology and make closing remarks.

Here are some expressions which may be useful:

- Thank you for...

- I was sorry to hear...

- I would like to explain...

- I can assure you...

- As a sign of our concern, we would like to offer... Como muestra de nuestro interés nos gustaría ofrecer...

- I hope...

- Please accept...

7-7 VOCABULARY

Mend: Arreglar
Lock: Bloquear
Stain: Mancha
Bins: Contenedores
Leaking: Fugas
Cot: Cuna
Cater: Abastecer
Arrangements: Arreglos
Wash-basin: Lavabo
Sweep: Barrer
Vacuum: Clean with a special machine. Pasar la aspiradora
Sheets: Sábanas
Nasty: Unkind. Poco amable, grosero
Make a fuss: Cause a lot of problems with no real reason
Shabby: Dressed in old, untidy clothes
Immaculate: Perfect, very neat
Rambling: Talking in a long, unorganized way. Hablar dando un rodeo.
To discuss: Discutir
To argue: Argumentar
To curse: Insultar
Straight away: Inmediatamente
To deal: Tratar
Complaint: Queja
Remarks: Observaciones
Shelves: Estanterías
Dust: Polvo
To empty: Vaciar
Cope with: Enfrentarse con...
Filthy: Very dirty

UNIT 6: MONEY MATTERS

6-1  A BILL

What items would you expect to find on a hotel bill?

- Room charge (per night). Precio de la habitación.
- Meals
- Phone calls
- Bar sales; Minibar sales
- Newspaper
- Room service
- Laundry charges
- Photocopies
- Send a fax

6-2 USING NUMBERS

L37.20 =  That will be thirty-seven pounds (libras) twenty
408 = Room four oh eight...
200 : 1.4 = L142.86 = Two hundred divided one point four equals one hundred and forty-two pounds eighty-six commission...
(-L2.00 = L140.86) = Less two pounds eighty-six pence (peniques).
10%= Ten per cent
4 x 4 = Four by four
In all = En total
In come = Ingresos

6-3 THE PASSIVE

Fill the gaps in this table with the correct form of the verb BE.

ACTIVE                                           TENSE                                  PASSIVE

a- They inspect the rooms every day.       Present Simple                The room is inspected every day.
b- They're cleaning your room now.        Present Continuous        Your room is being cleaned now.
c- They sent the bill to the company.        Simple Past                     The bill was sent to the company.
d- They were preparing the bill.              Past Continuous             The bill was being prepared.  
e- They have redecorated the bar.           Present Perfect                The bar has been redecorated.
f- They had made a mistake.                    Past Perfect                     A mistake had been made.
g- They will do it tomorrow.                     Future                              It will be done tomorrow.

6-4 VOCABULARY

Availability chart: Tabla de disponibilidad.
Cash: Money in the form of coins and notes.
Currency: Money that a particular country uses. In Spain euro.
Expiry date: End of a period when you can use something.
Key card: Card given to a guest when they are given their key, when checking in.
Receipt: Piece of paper that is given to show you have paid for something.
Voucher: A piece of paper exchanged for goods or service. Ticket.
Service charge: Amount (usually a percentage) added to - for example - a restaurant bill to reward the waiters/waitresses for their work.

DIALOGUE IN THE RESTAURANT

Make sentences from the jumbled words, and use them to complete the dialogue in the restaurant:

- A the in like you table would corner
- I'll right one get away
- Done steaks like you would how your
- Wine the menu here and is the list
- Some meal like order you with wine to would your
- A for table like you would two
- You to now are ready order
- To like follow what would you
- As you like would what a starter
- You like order would aperitif to an

WAITER: Good evening, sir. Would you like a table for two?

GUEST: Yes, please.

WAITER: Would you like to order an aperitif?

GUEST: Yes, please, a Cinzano and a dry Martini.

WAITER: Certainly, sir. Here is the menu and the wine list.

GUEST: Thank you.

WAITER: Are you already to order now?

GUEST: Yes, we are.

WAITER: What would you like as a starter?

GUEST: The snails and one mixed salad, please.

WAITER: What would you like to follow?

GUEST: Two fillet steaks with maître d'hôtel butter, please.

WAITER: Certainly. How would you like your steaks done?

GUEST: One medium rare, and the other well done.

WAITER: Would you like to order some wine with your meal?

GUEST: Yes, please. A bottle of Rioja.

WAITER: I'll get one right away.

UNIT 5: HOTEL AND RESTAURANT SERVICES

5-1 INTENTIONS AND SPONTANEOUS DECISIONS

Diferences between WILL and (BE) GOING TO:

WILL ('ll): We use Will when we decide to do something at the moment of speaking. Decision Now.

In that case. I'll have the pork medallions.

(BE) GOING TO: We use Be going to when we have already decided to do something. Decision Before.

I'm going to have the foundue. It's delicious here.

Put the verb into the correct form using either will or going to:

a. What would you like, tea or coffee?, Oh, I'll have  (Have) coffee, please.
b. Have you written that letter yet? Oh, no I forgot, I'm going to do (Do) it now.
c. I've decided to buy a new car. Oh, have you? What sort will you buy? (You/Buy).
d. Has Susan got any plans, now she's finished college? Oh, yes. She's going to look (Look) for a job in hotel management.
e. I can't remember how to retrieve a customer's guest history on the computer. Oh, don't worry, It's quite easy. I'll show (Show) you.
f. Have you finalized arrangements with that tour operator? Yes, we'll sign (Sign) the contract with them tomorrow.
g. I'm afraid there is no chicken tonight. Ok. We are going to have (Have) the beef.
h. We haven't got any more coffee. Haven't we? Ok, I'll ask (Ask) someone to buy some more.

5-2 MAKING REQUESTS (SOLICITUDES)

Can you bring us a bottle of water, please?
Could you change mine, please?
Could we possibly order, please?
Do you think you could bring us the wine list'

Now ask the similar questions using the verbs in brackets:

a. You don't know the telephone number of a caller. (Give)
b. You didn't hear a customer's surname (repeat).
c. You don't know how to spell the name of a town. (Spell)
d. You want to know if there are any vegetarians in a group. (Tell)
e. You are not sure what time a guest is arriving. (Confirm)
f. You want to check how many people there are in a group. (Tell)

5-3 VOCABULARY

Aperitif: Alcoholic drink taken before a meal.
Baked: cooked by dry heat in an oven. Horneado.
Crisp: firm and fresh.
Dessert: sweet dish eaten as final course in a meal. Postre.
First course: Primer plato. Special dish: Plato especial.
Dressing-table: Bedroom table with mirror and drawers, used especially by women when they dress, make up... Tocador.
Pastry: Pasta.
Plasters: Tiritas. Band-aid: Tiritas en inglés americano.
Slice: Rebanadas.
Vacate: Leave. Desocupada.
Homemade: Casero.
Crusty: Crujiente.
Garnish: Adornar.
Seasoned: Sazonado.
Coated: Recubierto.
Fresh cream: Nata.
Cured beef: Cecina.
Wrapped: Envuelto.
Bubbling: Hirviendo.
Pilaff rice: Arroz largo.
Leek: It's a kind of vegetable. Puerro.
Custard: Natillas.
Purchasing: Comprar.
Storing: Almacenar.
Waiter: Camarero.
Platters: Dishes with a selection of food. Tenemos tres platos para elegir.

UNIT 4: RESERVATIONS AND CHECK-IN

4-1 SHORT ANSWERS

Look at how the callers give short answers to the questions of the reservation clerk:

- Have you stayed with us before? (No)
No, I haven't.
- Will you be paying by credit card? (Yes)
Yes, I will.
- You have an account with us, don't you? (Yes)
Yes, I do/ Yes, we do.

Using short answers, answer the questions:

a. Do you have a reservation? (No)
No, I don't.
b. Is it just for the one night? (Yes)
Yes, it is.
c. Would you like one of our Executive rooms? (Yes)
Yes, I would.
d. Is there one available on the ground floor? (No)
No, there isn't.
e. Will you be staying tomorrow as well? (No)
No, I won't.
f. Is that company booking? (Yes)
Yes, it is.
g. Have they confirmed their booking? (Yes)
Yes, they have.
h. Do you have a room with a views? (Yes)
Yes, I do.

USAR "TO HAVE" O "TO HAVE GOT"

Son dos verbos equivalentes. El verbo "To have got" se utiliza más en el inglés británico.

La forma negativa e interrogativa del verbo "To have" no existe, necesita los verbos auxiliares: Do, Does (interrogativas), don't; doesn't (negativas), did (pasado), didn't (pasado negativo).

El verbo "To have" puede tener otro significado como "comer". To have a breakfast.

El verbo "To have got" no necesita verbos auxiliares. Su forma negativa es hasn't got / haven't got, su forma interrogativa es has he got / have you got, su forma del pasado es had got.

FORMAS HOMÓFONAS EN INGLÉS

He is: He's

He has got: He's got (la forma got forma parte del verbo "To have got".

His: his  (Posesivo, acompaña a un nombre)

4-2 TAG QUESTIONS

- It was Miss King, wasn't it?
- You have an account with us, don't you?
- But the guests haven't stayed with us before, have they?
- There isn't a doctor in the hotel, is there?
- You wanted to pay in cash, didn't you?
- You haven't spoken to the duty manager yet, have you?
- We couldn't have a receipt for that, could we?
- It's more expensive in high season, isn't it?
- You're settling by credit card, aren't you?
- We can sign the agreement today, can't we?
- They're not postponing the conference, are they?

4-3 FAX RESERVATION

For most hotels, fax reservation are the most common.

Date: 13th March 2012
From: Kate James
To: Melissa Hotel
Attention: Reservation
No. of pages: 1

Could you please reserve a double room with private bath for Mr and Mrs Charles Davis? They will be arriving on 18th April and staying for 3 night (departing on the morning of 21st April).

It is their 25th wedding anniversary, so could you arrange for champagne and flowers to be placed in the room?

Look forward to receiving your confirmation, with exact cost, by return.

Regards

4-4 VOCABULARY

Corporate client: Client which is a company rather than an individual.
Customer: Client
Requirement: Thing needed.
Income: Ingresos.
Settling your account: Paying your bill.
Advantage:Ventaja.
Disadvantage: Desventaja.

A LETTER APPLYING FOR A JOB

K. Holcroft                                                                                           13 St. Factory Street
Personnel Director                                                                                Majorca
53 St. Ermin's Street                                                                             Balearic Islands
Toronto                                                                                                 Spain
Canada

                                                                                                             10 September 2012

Dear Mr. Holcroft,

I'm writing in reply to your advertisement in this month's edition of "Working" magazine for an Assistant Front-of-House Manager.

As you well see from the enclosed CV I have had several years experience of this kind of work.

After leaving Balearic Islands University I worked at Melià Hotel as an Assistant Front-of-House Manager. I worked with customers from abroad and with a great team. Last summer I worked in London as an Assistant Front-of-House Manager at NH Hotel.

As well as speaking French, I have a good command of English and I speak some German and Chinese.

I would welcome to the opportunity to work in your organization. I shall be available for interview from the middle of September. 

Yours sincerely,

Mrs. Smith

UNIT 3: STAFFING AND INTERNAL ORGANIZATION

3-1 MODALS VERBS: OBLIGATION

a) We use MUST, HAVE TO, and SHOULD to talk about obligation:

MUST (obligación o deducción) : "Debes ..."

- You must clean your room.
Debes limpiar tu habitación.

- The house manager... must make sure the hotel stays profitable.

HAVE TO: "Tener que..."

- She has to wear a school uniform.
Ella tiene que llevar un uniforme escolar.

- I have to supervise Front-of- House operations.
Yo tengo que supervisar las operaciones de ...

SHOULD: Expresa un consejo "Deberías de..."

-You look tired, you should go to bed.
Pareces cansado deberías ir a la cama (acostarte).

- He should ensure close liaison between Front-Of-House operations and Housekeeping.
Debería garantizar la estrecha relación entre...

b) Expressing no obligation:

DOESN'T HAVE TO...
DON'T HAVE TO...
NEEDN'T + infinitive without TO.

- You don't have to rent a car in New York as there is a good subway system.
No tienes que alquilar un coche en NY...

- You needn't rent a car in NY...
No necesitas alquilar un coche en NY...

- He doesn't have to check with me about day-to-day issues (issues = asuntos).

c) Refusing permission: Expresa prohibición: CAN'T + infinitive without TO.

- In Afghanistan women can't wear trousers!
- You can't listen to music in the library.

d) We use MUSTN'T and SHOULDN'T to indicate obligation not to do something:

Exercice:

- You (mustn't / don't have to) smoke in the bedrooms.
- You (don't have to / shouldn't) work at night.
- You (shouldn't/ don't have to) have a twenty-minute break every two hours.
- You (don't have to /must) make sure you are ready to start work at 8.15 a.m.
- You (have to / shouldn't) be finished by about 2 p.m most days.
- You (shouldn't /don't have to) make it clear you want a tip.

3-2 JOB ADVERTISEMENT AND A LETTER APPLYING FOR A JOB

Advertisement 1:

CONFERENCE CO-ORDINATOR

We have an interesting opportunity for an enthusiastic person to handle conference requirements as leader of a friendly team based at our prestigious Boston hotel. Applicants will need to have international conference experience and the ability to liaise at all levels.

Working conditions, salary, and benefits are excellent.

Christine Lloyd, Group Personnel

Manager, The International

Exchange Hotel, Diamond Road,

Boston, MA 02107, USA.

Advertisement 2:

Ellerton HOuse Hotel,

Toronto

290-roomed **** hotel situated in the heart of Toronto requires:

Assistant Front-of House Manager

The suitable candidate should have a complete Knowledge of computer Front Office systems, be a good team leader possessing training and room management skills, have high standards in customer care, sales awareness, and experience of duty management. Please contact: K. Holcroft, Personnel Director, 53 St. Ermin's Street, Toronto, Canada.

3-3 A LETTER APPLYING FOR A JOB

3-4 VOCABULARY

Bargaining: Discussing prices. Negociar.

Advertisement: Words or pictures that give information about something, usually for sale. Anuncio.

Candidate.

Knowledge: Knowledge of computer. Conocimiento de informática.

Chambermaids: Women whose job it is to clean and tidy (ordenar) hotel bedrooms. Camareras de piso.

Duties: tasks that must be done. Deberes, tareas.

Personal touch: Personal service.

Plumber: Person whose job is to fit and repair water- pipes, tanks, etc. in building. Fontanero.

Profitable: That mades a profit. Rentable, Beneficioso.

Skills: Abilities you need to do a job well.
Skilled: Experto.

Staff: Employees.

Tip: A small amount of money given for good service. Propina.

Work Shifts: Take turns working with other people. Trabajar a turnos.

Workaholic: Someone who can not stop working.

Queries: Questions.
Shy: Uncomfortable with people. Tímido/a.
Bell person: Botones de un hotel.
Desk clerk: Receptionist.
Head Hall Porter: Concierge
Good work record: Buen historial de trabajo.
Loud: Strong. Fuerte.
Unemployed: Parado.
No very confident: No muy seguro.
Busy: Ocupado.
Looking after the customer!: Cuidar al cliente.
A good command of English: Un buen dominio

UNIT 2: HOTEL FACILITIES

2-1 PRESENT PERFECT

a)We use the Present Perfect to talk about:

1- Events at an undefined time in the past which have a result in the present.
2- Situations which began in the past and which are sill continuing.

We use the Present Perfect with:

- SINCE
- FOR
- YET
- RECENTY
- HOW MUCH...?
- HOW MANY...?

2-2 SIMPLE PAST:

We use the Simple Past to describe events at a particular time in the past.

We use the Simple Past with:

- YESTERDAY
- WHEN...?
- LAST YEAR
- LAST MONTH
- LAST DAY
- AGO
- IN 2012
- IN JANUARY, FEBRUARY, MARCH...

2-3 MAKING COMPARISONS

COMPARISONS                                                                         SUPERLATIVE

Small adjectives: 

a) Adding the suffix ER.                                             a) Adding the suffix EST.

Cheap = Cheaper than ...                                                Cheap = The cheapest
Quiet = Quieter than...                                                    Quiet = The quietest
Narrow = Narrower than...                                             Narrow = The narrowest
Tall = Taller than ...                                                        Tall = The tallest
Late = Later than ...                                                         Late = The latest
Long = Longer than...                                                     Long = The Longest

b) When the adjective ends in "E": Adding R.           b) When the adjective ends in "E": Adding ST.

Nice = Nicer than                                                           Nice = The nicest                      

c) When the adjective ends in "Y": Adding IER.      c) When the adjective ends in "Y": Adding IEST.

Lovely = Lovelier than...                                                Lovely = The loveliest
Lively = Livelier than...                                                  Lively = The liveliest
Happy = Happier than...                                                 Happy= The happiest
Easy = Easier than...                                                       Easy = The easiest

d) When the adjective ends in "vowel and consonant": Double the consonant.

Thin = Thinner than...                                                     Thin = The thinnest
Fat = Fatter than...                                                            Fat = The fattest
Big= Bigger than                                                             Big = The biggest

Large adjectives:

Expensive = MORE expensive than...                           Expensive = The MOST expensive
Polite = MORE polite than...                                          Polite = The MOST polite

Irregular adjectives:

GOOD                               BETTER                        THE BEST
BAD                                  WORSE                          THE WORST
FAR                                   FARTHER                     THE FARTHEST
LITTE                                LESS                              THE LEAST
MUCH                               MORE                            THE MOST
MANY                               MORE                            THE MOST    

2-4 VOCABULARY    

Courtesy-bus
Disabled: People who are unable to use all of the parts of their body.
Conference room
En suite
Fitness centre
Full-length mirrors: Long mirrors in which a person can see their whole body.
Furnishings: Equipment in a room.
Hoists: Lift, but not for person. Montacargas.
King-size: Extra large.
Laundry: Service for washing and cleaning clothes.
Nappy-changing facilities
Safety rail
Stair-lift
Subtle: Subtle colours.
Trouser-press: device for ironing and pressing a pair of trousers. Un galán de noche.

UNIT 1: TYPES OF ACCOMMODATION

1-1 ADJETIVES:

- Large rooms

- Comfortable rooms

- Spacious rooms

- Arched windows

- Oval swimming-pol

- Sloping roofs

- Friendly staff

- Lovely hotel

- Small room, small hotel...

- Efficient service

- Superb views

- Marvellous views

- Gorgeous views

1-2 ASKING OPINIONS:

- What do you think about...?

- What's your views...?

- How do you see the situation...?

1-3 GIVING OPINIONS:

- In my opinion...

- For me...

- I think...

- If you ask me...

1-4 VOCABULARY:

- Adjoining: Next to each other. Contiguo.

- Brochure: Booklet containing information about something. Folleto.

- Budget: presupuesto.

- Chain: Group of hotels owned by the same person or company. Cadena.

- Facilities: Equipment. Instalaciones.

- Permits: Official documents. Permisos.

- Self contained: Whit no shared facilities. Sin instalaciones compartidas, autónomo.

- Unwind: Relax, relajarse.

- Sturdy: Strong and solid. Robusto.

- Throughout: Everywhere. A lo largo de...