Unit 1 Restaurants and their

services
1 Speaking
These are five different sorts of places where people can eat and drink. Can you find the
right description for each one? For example: picture 5 – luxury restaurant
Bar – coffee shop – informal restaurant serving national or regional dishes – luxury
restaurant – night club

1 2

3 4

1
 1. What do you associate with the word “restaurant” Complete the gap in the
diagram.

2. Try to define what a restaurant is.

a. Give names of some well-known dining places.

b. Read the definition, and complete the gaps with the appropriate words from
the box.

choice comfortably furnished beverages customers

A restaurant is a catering establishment which offers its……………………. a wide

………………………… of dishes and ……………….………………., and which
is………………….. .

2 Listening

2
 You will hear staff members from four of the above establishments. They are answering
telephone enquiries about opening times. Listen, and put ticks (√) to show the days
when they are open, and crosses (x) to show when they are closed. Then listen again and
note the opening hours.

Listen to the radio advertisements of four different restaurants

3
4
3 Reading

Read the restaurant advertisements.

5
6
b. Fill in the table with the missing information.

Name of the Interior decoration Cuisine Characteristic

restaurant features

c. Use the Internet or other sources to find more examples of restaurant offers.

 Gather information about the furnishing and cuisine of the restaurants you choose.
Make notes in your notebooks.

 Tell your partners about a chosen restaurant, and recommend it.

4 Vocabulary

7
Eating and drinking establishments

Members of staff are on the telephone, explaining the services at the five establishments:

a. bar
b. coffee shop
c. informal restaurant serving national and regional dishes
d. luxury restaurant
e. nightclub

Decide which sentence to apply to which establishment. Write the letters before the
sentences. (Some sentences may apply to more than one establishment.)

1.....d...... Dinner is à la carte, Sir.

2........... We serve typical local dishes.
3........... You can dance to our band.
4........... You can have a snack with your drinks.
5........... We have an excellent floorshow.
6........... We have two sorts of dinner menu: à la carte and a three-course, fixed price
menu.
7........... You can have a quick snack here any time.
8........... We make all the pasta ourselves.
9........... You can gamble if you like.
10........... We are noted for our haute cuisine, Madam.
11........... We serve sandwiches, salads, cakes and beverages.

The workplace

Put the words in the box in the correct groups. Use the dictionary to help you.

head chef fish section freezer rolls cocktails cook

pastry cook pastry section grill croissants deep-fryer
desserts vegetable section oven stove fridge commis

8
Part of the restaurant

Complete the diagram with the words in the box. Use the dictionary to help you.

smoking section kitchen fish section dining-room

cloakroom sauce section toilets meat section

9
Jobs

Complete the diagram with the words in the box. Then practise saying the words.

10
 Plan of a restaurant
Restaurants may have some or all of the following features:

Bar Kitchen (hot) Pantry

Reception desk Cloakroom Cashier

11
5 Reading

Pre-reading
Discuss the answers to the questions below with your friends.
a. What elements are included in the service industry?
b. Name five specific jobs restaurant staff members do.
c. What do restaurant staff members do with these jobs?

Reading
THE SERVICE PROFESSION

Spheres of Activity
The service profession comprises two important spheres of activity:
• Preparatory work
• Guest service
If you want to be successful in service, none of these areas can be neglected.

Preparatory work (mise en place)

Preparatory work creates the conditions that make smooth service possible. It includes
every behind-the-scenes task, from setting the table for the guests to filling saltshakers,
that is performed by the service staff. In all preparatory work, order and cleanliness play
a major role, to say the least. A perfect mise en place is essential for good service.

Guest service
Guest service is the area that demands the most from service personnel, involving
conduct, self-discipline, and an ability to empathize.
Your concern for the welfare of your guests clearly indicates your level of
professionalism: to provide quality service, you must assume responsibility for your
guests' enjoyment of their dining experience. You cannot provide such service by
rushing through your work, expending a minimum of effort. Pleasing the guest is the
primary concern in this profession, and because you are dealing directly with those who
will judge your performance, the results of your efforts (or lack thereof) are immediately
evident.

Hierarchy for a Large Establishment

Title Function
Maitre d‟hôtel The waitperson responsible for the overall management of service
Headwaiter The waitperson responsible for service in a particular area, such as
a banquet room or restaurant.
Captain The waitperson responsible for a service station (approximately 15
- 25 guests), assisted by one front waiter or an apprentice.
Front waiter A young, trained waitperson with 1-2 years of experience.
Apprentice A waitperson in training

12
 Specialists
Depending on the size and style of the establishment, there may be professional titles for
specialists that perform particular jobs.

Title Function
Banquet manager Directs the catering and banquet operations
Food-and-beverage manager Directs the sales and purchase of food and beverages
Wine steward or sommelier Responsible for wines and their service
Host or hostess Responsible for greeting and seating the guest
Bartender Responsible for bar service
Room-service waiter Responsible for service in guest rooms

Your training, professional experience, and knowledge will determine the rank you
attain in your career. Experience abroad, knowledge of different languages, and special
training, for example being certified as a maitre d‟hôtel, will naturally help you to
advance.
The chain of command for service personnel in small and large establishments may
differ, but the outlines below provide an overview of the hierarchy in a typical
establishment.

Hierarchy for a Medium-Sized Operation

Title Function
Headwaiter The waitperson responsible for the overall management of service
Captain The waitperson responsible for a service station (approximately 15 -
25 guests), with the help of one front waiter or an apprentice
Front waiter A young, trained waitperson with 1-2 years of experience.
Apprentice A waitperson in training

Decide whether the following statements are true (T), false (F) or impossible to know
(I).
a. ________ A captain is the one who has to serve approximately 20 to 25 guests.
b. ________ Your love in the profession determines your achievement in your career.
c. ________ It takes a front waiter 2 years to become a captain.
d. ________ It takes an apprentice from 1 to 2 years to become a front waiter.
e. ________ The hierarchy in every restaurant is almost the same.
f. ________ A maitre d'hôtel is the one who has been trained abroad.
g.________ The member who is assigned to take care of the whole management of service is
the headwaiter.

13
Vocabulary

Fill in the blanks with NO MORE THAN three words taken from the reading
selection.

Preparatory work is ___________ for the successful operation of the service profession.
Service workers have to prepare almost everything from minor to major things while
___________ and ___________ are constantly maintained. In the front, ___________
requires employees to work with their enthusiasm, professionalism, and ___________.
Service staff's jobs are, therefore, to enhance customers' ___________ when they come to
the restaurant. ___________ customers is the main task to those who work in the service
industry.

Speaking

Discuss the questions below with your friends.

a. What are other jobs in a typical restaurant in your region that are not mentioned in the
text?

b. What jobs are you most interested in? Why?

c. Imagine that you were going to run a restaurant. What positions and jobs would you take
in account? Why?

6 Language Study
Structures

 Describing eating and drinking establishments

The Cafe Grande is like a coffee shop, but it serves . . . / doesn’t serve . . .
it has . . . / doesn’t have . . .
the customer can . . . / can’t . . .

 Saying time

Times Days

We‟re open for lunch from ….. to/till … on Mondays to Saturdays.

We‟re closed dinner every day (of the week)
We open at one (o‟clock) every day except Mondays.
We close midnight on Mondays.

14
  Present simple
The Present simple describes things that happen again and again or things
that never change.

 Describing jobs
We describe jobs in different ways:
* present simple
e.g. I prepare the drinks

* be in charge of
e.g. She‟s in charge of the kitchen

* be responsible for
e.g. He‟s responsible for the drinks

7 Listening

1. Listen to the dialogue. Match the staff to their duties.

1. Head chef a. bakes all the bread, rolls, and croissants

2. Sous chef b. are responsible to the sous chef

3. Commis chefs c. prepare the vegetables, sharpen knives

4. Chefs de partie d. writes the menus

5. Pastry chef e. handle all the cold dishes, the sauces, and mayonnaise

6. Kitchen porters f. prepare all the soups, hot starters, and side orders

2. Listen again and complete the sentences

a. He writes the menus and he‟s responsible for the ……………….. courses.

b. She ………………… all the soups.

c. The chefs de partie ……………. all the cold …………………. .

d. He ……………….. all the bread.

e. The kitchen porters have lots of ……………………. .

f. They prepare the vegetables, ……………………… the knives, and the

………………… the ovens.

15
 8 Reading

1. Read the text and answer the questions below.

THE FULL-SERVICE RESTAURANTS

The term full service refers to the style of service in the dining room, the menu and the style of
preparation. A traditional full-service restaurant offers a wide variety of menu choices, and most full-service
restaurants prepare most of their food "from scratch" (that is, from fresh or raw ingredients). Waitresses and
waiters serve the food. Some chains operate full-service restaurants, but most such restaurants are
"independents." These are single operations, privately owned and not affiliated with any other food service
organization.

There are really three kinds of full-service restaurants: first, the independent luxury restaurants
specializing in haute cuisine1 and, second, such lower-priced operations as neighborhood restaurants with
simple and inexpensive fare, usually prepared "from scratch" and served by waitresses. These operations are
sometimes called mom-and-pop restaurants, because they are often family concerns in which one spouse
supervises the cooking while the other looks after the front of the house. Mom-and-pop restaurants are
increasingly threatened by franchised and chain fast-food and coffee shops and budget steak house
operations, which offer competitive prices in more modern surroundings.

The third kind of full-service restaurant grew up during the 1930s and 1940s. These restaurants are
usually from three to five times the size of the first two, and they use semi-skilled cooks working under
close supervision in a recipe kitchen, in which the cooks follow recipes exactly, weighing and measuring
each ingredient. The recipes and the supervision largely replace the skills of the chef. The meals are
moderately priced.

For convenience, we will refer to the classic, "from scratch" full-service restaurants as haute cuisine
restaurants. Haute cuisine restaurants remain popular, but they are usually found only in heavily populated
areas that can supply enough customers who can afford the relatively high prices - as much as $50 to $199
or more per meal, including wines. Haute cuisine restaurants must charge these high prices to recover their
costs and earn enough profit to pay their highly skilled employees and repay the owners for their efforts and
capital risks. Because of their high food standards, haute cuisine operations tend to be quite small. At the
other end of scale is the neighborhood restaurant, denoting the mom-and-pop firm that offers a full-service
menu at decidedly lower prices.

Many, though by no means all, full-service restaurants are currently experiencing financial
difficulties, because they are labor intensive, which means that they require a large number of employee
hours per guest served.

1
Loosely translated, the term means "elegant dining," or food prepared in the manner of the classic
French (or European) chefs.

16
1. It is inferred from the text that
(A) there are three kinds of full-service restaurants.
(B) there are two kinds of full-service restaurants.
(C) there are five kinds of full-service restaurants.
(D) there is only one kind of full-service restaurants.

2. The text primarily discusses the problem of

(A) the travel business
(B) the lodging business
(C) the full-service restaurants
(D) the family's income

3. Which of the following is true?

(A) Waitresses and waiters serve only beverages.
(B) Waitresses and waiters serve the food.
(C) Waitresses and waiters earn enough money to pay their highly skilled employer.
(D) Waitresses and waiters charge high prices to repay the owners for their efforts.

4. Which of the following isn't true?

(A) The independent luxury restaurants use semi-skilled cooks.
(B) Mom-and-pop restaurants are increasingly threatened by franchised and chain fast-food and
coffee shops.
(C) The third kind of full-service restaurants use semi-skilled cooks.
(D) The meals are moderately priced in the third kind of full-service restaurants.

5. The underlined phrase "haute cuisine" in line 9 is closest in meaning to

(A) posh lodging
(B) elegant dining
(C) modern kitchen
(D) rotten food

6. The underlined word "chef" in line 21 is closest in meaning to

(A) a doorman
(B) a guest
(C) a cook
(D) a bellboy

7. The underlined term "full service" refers to

(A) the style of service in hotels and motels
(B) the style of service in the housekeeping department
(C) the style of service in the Guest Services Department
(D) the style of service in the dining room, the menu and the style of preparation.

17
9 Activity

1. Work with one or two other students. Imagine that you are going to open a new
restaurant. Use the following hints to discuss with your friends.
- the kind of restaurant
- its opening times
- the kinds of menu and the prices
- its location
- its services and amenities (enjoyable features, for example a band, a beautiful view,
etc.)
Then write a small advertisement for it, and post it in class.

2. One of the most important services for hotel guests is the food and drink
service. In a large hotel this is organized in what is called 'the food and beverage
cycle' and involves a considerable number of staff. (xem ghép 2 phần??)
There are five sections to the cycle:

In small groups, match the job titles below with the job descriptions.
1 head chef a. sets and clears the tables
2 storeman b. buys food and drinks, deals with suppliers
3 wine waiter c. welcomes the clients to the restaurant, deals
4 receiving officer with complaints
5 commis chef d. looks after one section of the kitchen
6 head waiter e. checks deliveries, arranges transfer to stores
7 maitre d' f. cooks food and is training to be a chef
8 purchasing officer g. arranges staff‟s work in the dining-room
9 chef de partie h. plans menus, trains and supervises kitchen staff
10 bus boy i. serves customers, takes orders, brings food
11 sous chef/under j. helps supervise kitchen staff
chef k. looks after stock, gives it to various departments
12 waiter/waitress l. takes drinks orders, advises on wines

18
 Now put the jobs into the relevant sections of the chart below.

Food and Beverage Cycle

Purchasing Receiving Storing and Preparing Selling

Issuing
___________ ___________ ___________ ___________ ___________
___________ ___________ ___________ ___________ ___________
___________ ___________ ___________ ___________ ___________
___________ ___________ ___________ ___________ ___________
___________ ___________ ___________ ___________ ___________

Language Reference
Types of restaurants etc.
a bar, a coffee house/shop, a night club, a luxury/formal four-star restaurant, an informal
restaurant, a snack bar, a fast-food restaurant.

Meals
Breakfast, brunch (= a combination of late breakfast and early lunch), lunch, afternoon tea,
dinner; a meal, a snack; a course, a dish; a drink/beverage, an alcoholic drink/beverage.

Menus
an a la carte menu, a table d'hôte/fixed price/set price menu; a three-course lunch/dinner;
haute cuisine, fine cuisine, nouvelle cuisine, traditional cuisine.

Amenities and services

surroundings, atmosphere, service; live music, a band, a floor show/cabaret, gambling; a
non-smoking section, indoor and outdoor parking, a terrace, a beautiful view, a quiet area; a
credit card, reservations.

Describing the setting, atmosphere and food

elegant, superb, sophisticated, impeccable, excellent; cosy, friendly, relaxed; reasonably
priced; authentic, traditional; delicious.

Compound nouns
a night club, waitress service, a three-course meal.

Explaining amenities and services

You can dance.
There is a beautiful view.
We serve sandwiches.
We have a floor show
We accept credit cards.
Reservations are advisable/necessary.

19
 Unit 2 Reservations
1 Speaking

1. What information do you ask for when taking a reservation? Make a list of the
kind of information you need when you take down a table reservation over the
telephone.

For example: For what day?

2. Sometimes, when the customers ring to reserve a table, they have special wishes.
Make a list of different kinds of requests they may make.

For example: A special diet.

3. Make a list of foods which are:

dairy products shellfish mainly fatty

carbohydrate

20
4. What do you know about special diets? First, cover columns 2, 3 and 4, and
discuss what foods are not allowed, or are allowed only in small quantities, in the
diets which are listed in column 1.

1 2 3 4

Diet Only a little is None is allowed This is necessary

allowed

Slimmers Fats and fatty

foods; oils and
oily foods;
carbohydrates

Vegetarian Meat, fish

Vegan Meat, fish, eggs,
dairy products

Muslim Pork, ham, bacon, For many Muslims, animals

shellfish, eels, must be killed according to
alcohol religious ritual and under
religious supervision (Halal
meat)

Kosher Pork, ham, bacon, For many Jews, animals must

(Jewish) shellfish, eels, fish be killed according to religious
without fins, or ritual and under religious
scales supervision. Meat and dairy
products must be kept separate.
(They cannot be eaten at the
same meal.)

Hindu Carbohydrates Beef, veal

Diabetic Fatty and oily Alcohol, spicy
For gastric ulcers foods foods

21
5. Complete the conversation below to make a restaurant reservation. Then listen
and check.

22
6. Read the following dialogues and fill in the gaps.

23
2 Listening

1 Jan answers the telephone at the Casablanca. Listen and fill in the booking
form below.

Name:______________________

Date:_______________________

Time:_______________________

Number of people:_____________

Special requests:_______________

2 You will hear three people ringing the Deep Sea Restaurant to make
reservations. Note down the information each person gives. Today is
Wednesday.

1 2 3

Day: Wednesday ……………………. …………………….

Meal: ……………………. ……………………. …………………….

Time: * ……………………. ……………………. …………………….

Number of people: ……………………. ……………………. …………………….

Name: ……………………. ……………………. …………………….

24
3 Reading

1. Find the answers to these questions in the leaflet.

a. Two things are not modern at Chez Fred. What are they?

b. What is modern about the restaurant?

c. How many people does the restaurant seat?

d. Can you buy a meal at Chez Fred to take home to eat?

e. What can you buy at Chez Fred apart from fish and chips?

f. In the old days, how were fish and chips wrapped?

25
 2. Read the text and answer the questions below.

Pre-reading
1. Climate can influence the food of a region. What other influences can you think of?
2. What do you think are the main influences on Turkish food?

Traveller‟s guide to Turkish food

Turkish food is delicious, rich, and varied. Turkey is self-sufficient in food, and the range
of vegetables and fruits available at all times of the year provides a constant source of fresh
ingredients. Because of this, the taste and preparation of the wide range of dishes changes with
the seasons. We never use tinned or frozen ingredients, unless it is to create a specific taste.

Turkish food has some of its origins in the lifestyle of the people that lived in this region
during the time of Sultans. Even today the evening meal is often the evening‟s entertainment.
The equivalent of the western „starter‟ is mezes, which consists of a huge selection of tasty
dishes served in the centre of the table, including vegetables, meat, chicken, and seafood all
prepared differently. Everyone tastes all of the dishes, which often consist of the same
vegetable prepared in a number of very different ways. These are, for example, over 100 ways
to prepare aubergines alone.

Eating at home in Turkey or in a traditional Turkish restaurant is never hurried, and the
evening meal can last for many hours. The transition from starters to the main course is not
always obvious, but typical main course dishes are skewers of succulent lamb or chicken,
accompanied by tasty rice dishes.

Desserts are extremely sweet and the perfect complement to the strongly savoury aspect of
Turkish food. The wide range of sweet dishes available is a good complement to the equally
extensive range of mezes. Visitors to Turkey are often surprised by an unusual Turkish custom.
When you eat out, it is not unusual to change restaurants at the dessert stage!

We hope this short culinary guide provides you with an insight into eating in Turkey and
gives you another reason to visit this very hospitable country. It only remains to wish you a
very sincere, „Afiyet olsun‟.

26
 Post-reading

1. Read the article again and write T (true) or F (false).

a. Because of the climate, you get different dishes at different times of the year.

b. Mezes are put in the centre of the table for everybody to try.

c. Turkish meals usually take a long time.

d. Lamb or chicken with tasty rice are typical mezes.

e. It is quite common for Turkish people to have their main course in one restaurant
and their sweet course in another.

f. Turkish people don‟t like sweet food.

2. What do you think „Afiyet olsun‟ mean?

4 Language Study

Present continuous

We use the present continuous to talk about what‟s happening now.

Prepositions of time

 We use in with parts of the day, months and seasons.

e.g. Special prices for Christmas banquets in December.

 We use at with times.

e.g. A table for two at seven o’clock this evening.

 We use on with days.

e.g. All right, so that’s a table for two on Saturday.

 We use from … to … to show the beginning and end of something.

e.g. Traditional English breakfast available from 7 to 10 a.m.

27
 Complete the sentences with the correct form of the present simple or present
continuous.

a. At the moment we (lay)……. are laying………the tables for breakfast.

b. During the week Paul and Joan (work) ………………… in the kitchen, but this
afternoon they (help) ………………….. in the dining-room.

c. What (cook)…………… you …………..? It smells delicious!

d. The bartender always (prepare)………………… his favourite cocktail for Mrs

Hamilton, but now he (make)……………….….a new cocktail for her.

e. The Head Waiter usually (welcome)………………….the guests, but today he (not

do)……………….. it because he‟s ill.

f. What (do)…………….the reception waiter……………….? There‟s nobody at the

reception desk!

g. (like)……………Patrick………….. spaghetti? No, he (not like)…………….….

Italian food.

h. (live) …………………….you …………..…………… in Paris? No, I (not like)

………………... large cities. But my brother (live) …………………... in Paris.

RELATIVE CLAUSES – who, which, and that

We use relative clauses to connect ideas. There are two types of relative clause.

NON-DEFINING

Ex: a) I really love sushi. Sushi is our national dish.

I really love sushi, which is our national dish.
MAIN CLAUSE RELATIVE CLAUSE

b) Turkish food is popular among tasters. Tasters visit regions as part of their
holiday.
Turkish food is popular among tasters, who visit regions as part of their holiday.
MAIN CLAUSE RELATIVE CLAUSE

 Note that in the sentences containing which and who, the two parts of the sentence
are separated by a comma. The second part of the sentence is called a non-defining
relative clause. This is because what comes after the comma is simply additional
information, which we do not need in order to understand the whole sentence.

28
 DEFINING

Ex: a) A tagine is a pot. A tagine is used to cook food in.

A tagine is a pot which is used to cook food in.
MAIN CLAUSE RELATIVE CLAUSE

b) Tasters are tourists. Tasters are interested in the food of the region.
Tasters are tourists who are interested in the food of the region.
MAIN CLAUSE RELATIVE CLAUSE

 In this case, the relative clause is not just giving additional information, and does
not come after a comma. Instead, it is an essential part of the sentence that helps
us to identify which things or people we are talking about.
 Note that in a defining relative clause, we can use that instead of which or who.

Ex: A tagine is a pot that is used to cook food in.

Tasters are tourists that are interested in the food of the region.

 We cannot use that in non-defining relative clauses.

NOT I really love sushi, that is our national dish.

Complete the sentences with who, which or that.

a. The dish ………………most visitors associate with the UK is fish and chips.
b. The Mediterranean diet, ……………….. is based on olive oil, is now considered to
be very healthy.
c. Foods ………………… are frozen or tinned are never as tasty as fresh foods.
d. Foodies is a name used today in the UK for people ……………….really enjoy eating.
e. Turkey, ………………. is where Europe meets Asia, is an important bridge between
cultures.
f. Gourmets and epicureans are people ……………… see food as a serious hobby.
g. Hungry visitors mean good business, not only for our restauranteurs, but also for the
farmers and fishermen ……………… are their suppliers.
h. „Tasters‟ are visitors …………….. are interested in the food of a region as a part of
their overall tourism experience.
i. I really love our food, especially sushi, ……………. is our national dish.
j. The equivalent of the western „starter‟ is mezes, ……………….. consist of a huge
selection of tasty dishes served in the centre of the table, including vegetables, meat,
chicken, and seafood all prepared differently.
k. It‟s rice ………………. has been soaked in coconut cream and then steamed with
some herbs.

29
5 Vocabulary

1. Look at the traditional UK and continental breakfasts below. Match the names to
the pictures. Use a dictionary to help you.

30
2. Look at these sentences. In each case, the waiter or waitress cannot meet the
customer‟s request. Fill in the crossword to complete the sentences.

1. We have no tables at that time. We‟re fully ……………………

2. We‟re in the basement, and there‟s no ………………….. (Am. E).

3. There are five steps down to the restaurant, so there‟s no ………………….for

……………………

4. We have no table big……………………for ten people.

5. I‟m sorry, you cannot smoke here. This is a ...............- …………….. area.

6. We do not serve children‟s …………………..

31
6 Listening

1. You will hear a telephone conversation between a waiter at the Deep Sea Restaurant
and Mr Saarinen. First, listen and write down the waiter‟s actual words. Then listen
again, and note down the information which Mr Saarinen gives.

32
 2. You will hear four customers telephoning to change their arrangements. Decide
what sort of change they want, and tick the appropriate box. Then listen again and
write down what each customer wants.

7 Reading
Read the text and then answer the questions below.

PRODUCT PACKAGING

"What the eye sees - the eye buys." While this old merchant's rule may be somewhat of an
exaggeration, it does influence purchases. We do know that a guest can be influenced to purchase an
item if it is packaged in an exciting way, i.e., to exceed the guest's expectation. It has been said that
"people eat with their eyes." That figure of speech could be restated that people can be influenced to
purchase with their eyes, noses, ears, and tongues. Many items can be merchandised through eye
appeal such as size, color, texture, flambe, or unique serviceware. Merchandisers can also appeal to
sound by sizzling platters. The appetizing odor of products, such as fresh bread and steaming spice
blends, stimulate purchases. Providing guests with a "sample taste" is often used as a sales promotion
technique. Food does not have to be exotic; as a matter of fact, it is often more marketable when it is
familiar (i.e., steak, hamburger, chicken, seafood, prime rib, etc.). It is through packaging innovation
that one makes common food in an uncommon way. The following are certain principles that food
marketers should heed in their desire to create a perceived difference through product packaging.
1. All menu items should pass the D&B test. When planning a menu each item should be
different and better than that served by the competition.
2. Not everything is merchandised. Feature items that are highly popular and profitable. An important
exercise in menu analysis is ranking all menu items by their contribution margin (gross margin) and
featuring those items with the highest contribution margin.
3. Exceed the guest's expectations. This requires competitive shopping. Attract the eye by the
height of the center of the plate, i.e., a thick steak, mile high pie, etc.
4. Glamorous garnish (plate decorating). Garnish for attention and interest. One can capture the
eye through interesting garnishes. Using the philosophy of the famed restaurateur Mike Hurst “THOU
SHALT NOT USE PARSLEY,” fresh fruit and vegetables can create exciting sensory appeal and add
to the taste experience. Think fresh - pineapple, melons, grapes, broccoli, cauliflower, etc.
5. Serviceware can differentiate.
When product differentiation is difficult to achieve through the menu item or the garnish, look to
unique service and glassware. The Bella Grande Glass with five or six grapes inside can make
something special out of a jug wine. Eggs and omelettes served in skillets or bread on a plank are
examples of this approach.

33
 6. Flambe and tableside attractions.
Perhaps there is no better way to influence a guest's purchase in an entertainment oriented restaurant
than to flambe and prepare items at the tableside. I have often heard restaurateurs say that this service
style requires experienced and formally trained service personnel. This is not necessarily so. We trained
housewives and teenagers.
7. Make product a part of the ambience.
Call the guest's attention to products by designing them into the decoration. One packaging concept
recently developed for a pizza chain featured a 16-foot salad bar. It was packaged with a great awning
that was reminiscent of an old-fashioned grocery store with crates of fresh produce lined up behind a
melange of ingredients. The salad bar promised a tasting experience. It was the featured decor item in
the dining room. The guest salad frequency increased from one out of ten purchases to one in three.
Restaurants can be so designed as to visually stimulate the guest purchase by using product packaging
as decor.

1. Which of the following is true?

(A) Food has to be exotic.
(B) Food does not have to be tasty as a matter of fact.
(C) A guest can be influenced to purchase an item if it is packaged in an exciting way.
(D) A guest can't be influenced to purchase an item if it is packaged in an exciting way.

2. Which of the following is not true?

(A) It is through packaging innovation that one makes common food in an uncommon way.
(B) It is through packaging innovation that one doesn't make common food in an uncommon
way.
(C) It was the featured decor item in the dining room.
(D) It has been said that "people eat with their eyes."

3. According to this reading, "...people can be influenced to purchase with..."

(A) their hands
(B) their hearts
(C) their eyes, noses, ears, and tongues
(D) their nerves

4. How many certain principles should food marketers heed in their desire to create a perceived
difference through product packaging?
(A) 4
(B) 5
(C) 6
(D) 7

5. The underlined word "packaged" in line 3 is closest in meaning to

(A) required
(B) approached
(C) wrapped
(D) used

34
 6. The underlined word "heed" in line 14 is closest in meaning to
(A) pay attention to
(B) payback
(C) pay down
(D) payoff

7. Where in the text does the author inform you of the following "... Garnish for attention and
interest?"
(A) Line 5
(B) Line 11
(C) Line 24
(D) Line 32

8 Writing

Work in groups Imagine that you‟re setting up your own restaurant – a place that‟s
friendly and welcoming, and not too elegant or too expensive.
Plan a menu for your restaurant including one typical national dish and one regional
speciality.

35
Language Reference
Special food
Vegetarian, vegan; Muslim, Halal, Kosher, Hindu; diabetic, diabetes; slimmer‟s
(dieter‟s/weight watcher‟s) menu, fat-free; children‟s menu/portions. I have an allergy to
(fish)/I am allergic to (fish).

Appliances
Blender, coffee-grinder, coffee machine/coffee maker, deep-fryer, dishwasher, electric
kettle, extractor fan, food mixer, food processor, fridge, grill, microwave oven, oven,
salamander grill, stove, walk-in freezer.

Cereal products
Bread, breadcrumbs, cereal, croissant, flour, oats, pastry, rice, roll, sandwich, semolina,
toast.

Dairy products
Butter, cheese, cottage cheese, ream, egg, fried egg, goat‟s cheese, hard boiled egg,
mascarpone, milk, omelette (UK) / omelet (US), poached egg, scrambled egg, soft
boiled egg, yoghurt, whipping cream.

Fish
Anchovy, angler/monkfish, cod , eel, hake, halibut, herring, mackerel, plaice, salmon,
sardine, sole, trout, tuna.

Special positions
Out of doors, in the shade/sun, on the terrace, …; near/by a window, with a view; by the
pool; near/not near the band/the dance floor/ ….; in the non-smoking section/area.

Premises and furniture

Steps, stairs; the basement; a lift (Am.E = an elevator); access for
wheelchairs/wheelchair access; a high chair; air-conditioning.

36
 Unit 3 Welcome!

Receiving guests
1 Listening
1 Jan receives two guests at the Casablanca. Listen and tick the things he does.
Then write the phrases Jan uses.

1. Greet the guests …√ …… ……Good evening Madam…………...

2. Ask if there is a booking ………… ………………………………………...
3. Ask for the name ………… ………………………………………...
4. Check the booking details ………… ………………………………………...
5. Offer the guests a coffee ………… ………………………………………...
6. Offer cloakroom service ………… ………………………………………...
7. Offer a choice of seats ………… ………………………………………...
8. Apologise and explain problem ………… ………………………………………...
9. Suggest seats ………… ………………………………………...
10. Show the kitchen to the guests ………… ………………………………………...
11. Show the guests to their table ………… ………………………………………...
12. Present the menu ………… ………………………………………...

37
2 Listen and fill in the blanks the suitable words

38
 Taking an order

3 Listen to the dialogue. Are the statements true or false?

a. The guests order aperitifs

b. The soup of the day is minestrone
c. They don‟t order a first course
d. The woman orders fish for her main course
e. They order a bottle of white wine
f. They order a bottle of sparkling mineral water.

Are you ready to order?

4 Listen to the dialogues and complete the orders.

Dialogue 1 Dialogue 2 Dialogue 3

1. ____________ 3. ____________ 5. ____________

2. _____________ 4. ____________ 6. ____________

39
2 Reading
1 Read the guide and match the paragraphs with the headings below. There is one
more heading than necessary.

a) Ordering a meal

b) Service with a smile

c) How much to pay

d) Types of restaurants and cafés

e) Types of dishes

f) French cuisine paragraph 1

2 Read the text again. Are the following statements true or false? Correct any
false statements.

1 French cuisine is changing.

2 A lot of French food is spicy.

3 Many people drink whisky as an apéritif.

4 There is a bigger choice of dishes in a brasserie compared to a bistro.

5 The formule menu is cheaper than à la carte.

6 Coffee is included in the price of a meal.

7 Tipping is compulsory.

40
A tremendous range of food is available in Paris, from the rich meat dishes to the light,
flaky pastries for which France is famous.

1 French cuisine is a still evolving art. Traditional French cooking is butter-based and centres on
meat, poultry and fish. Today, however the chefs of many Parisian restaurants are becoming more
interested in regional food and in simple, home-style fare which relies on fresh, seasonal ingredients.
French cooking tends not to be highly spiced, although fresh herbs like chives and parsley are
essential ingredients in the sauces that accompany most savoury dishes.
2 One of the most
enjoyable aspects of Paris
is the diversity of places to
eat. Bistros are small, often
moderately-priced
restaurants with a limited selection of dishes.
Brasseries are large, bustling eateries with immense
menus, and most serve food throughout the day and
are open late. Cafés (and some wine bars) open early
and the majority close by 9 pm. They serve drinks and
food all day long from a short menu of salads,
sandwiches and eggs. At lunch most offer a small
choice of hot daily specials.
3
The waiter usually takes your choice of entrée
(first course), the plat (main course). Dessert is
ordered after you have finished your main course
unless there are some hot desserts which have to be
ordered at the start of the meal. In most restaurants
you will be asked if you would like a drink before
ordering food. A typical apéritif is kir. (white wine
with a blackcurrant liqueur). Spirits are not generally
drunk before a meal in France.
4 The first course generally includes a choice of
salads or vegetables or pâté. Small fish dishes like
smoked salmon, grilled sardines, hering, shellfish or
oysters are also on offer. Main dishes usually include a
selection of meat, poultry or fish served with french
fried and vegetables. Highly recommended are
moules marinières (mussels steamed in wine), and
chèvre tiède sur un lit de salade (grilled goat‟s cheese
with a mixed-leaf salad).
5 Prices vary from extremely economical to astronomical. Many places offer a formule or
fixed-price menu, especially at tlunch, and this will almost always offer the best value. If you want a
great choice of dishes, go for the à la carte menu. Remember that a bottle of wine will increase the
size of your bill significantly and that coffee usually carries an extra charge.

Prices usually include service. Although you do not have to leave a tip, it is common to do so and is
based on 5 – 10% of the total.

41
3 Language Study

Complete the following phrases

Model verbs

 We use can to talk about ability, possibility

Ex: I went to school and now I can make a perfect soufflé.

I think I can bake the rolls while I prepare the muffins.

 We use could to make polite requests

Ex: Could you bring me some more bread, please?

 We use would to ask questions politely:

Ex: Would you like some more tea, madam?

 We use may to ask permission, and express likelihood:

Ex: May I smoke here?

I may try the bamboo, it sounds very exotic.

42
 Intentions and spontaneous decisions

Going to and will

 Going to + verb is used to talk about future plans and predictions

 Look at how we talk about things that we have already decided:

Example:

I‟m going to have the fondue. It‟s delicious here.

I‟m going to use the Limoges plates.

We‟re not going to have enough champagne glasses for all the guests.

 Look at how we make decisions at the moment of speaking:

Example: In that case, I’ll have the pork medallions.

In the following exercise, put the verb into the correct form using either will or
going to.
Example: „What would you like, tea or coffee?‟ „Oh, I‟ll have coffee, please.‟

a. „Have you written that letter yet?‟ „Oh, no – I forgot. I ______________ (do) it
now.‟
b. „I‟ve decided to buy a new car.‟ „Oh, have you? What sort __________________
(you/buy)?
c. The restaurant is fully booked tonight, so the waiters _______________ (be) very
busy and they __________________(not finish) before midnight.
d. „I can‟t remember how to retrieve a customer‟s guest history on the computer.‟ „Oh,
don‟t worry. It‟s quite easy. I ________________(show) you‟
e. „I‟m afraid there is no chicken tonight.‟ „OK. We _______________ (have) the beef.
f. (order)____________you ____________ fish or meat?
g. This evening the Head Chef (cook) _________________ a special meal, so I
(prepare) ________________ all the ingredients in the afternoon.
h. We (have) ________________ dinner with my parents on Sunday, we (go)
______________ to a new restaurant in the city centre.
i. „We haven‟t got any more coffee.‟ „Haven‟t we? OK, I (ask) ______________
someone to buy some more.‟
j. Has Susan got any plans, now she‟s finished college?‟ „Oh, yes. She_____________
(look) for a job in hotel management.‟

43
4 Speaking

Complete the waiter's half of the dialogue, using the prompts in brackets.
Then act out the dialogue in pairs.

WAITER: (Evening.)
CUSTOMER: Good evening.
WAITER: (Two?)
CUSTOMER: Yes, please.
WAITER: (Aperitif?)
CUSTOMER: No, thanks.
WAITER: (Menu.)
CUSTOMER: Thanks.

WAITER: (Order?)
CUSTOMER: Well, I'm not quite sure what to have.
WAITER: (The veal?)
CUSTOMER: All right. I'll have that.
WAITER: (To start?)
CUSTOMER: Almond soup, please.
WAITER: (Wine?)
CUSTOMER: Yes. A bottle of house white, please.

WAITER: (All right?)

CUSTOMER: Yes, thanks. Delicious.
WAITER: (Dessert?)
CUSTOMER: Hazelnut gateau for me, I think.
WAITER: (Coffee?)
CUSTOMER: Yes, thanks. That would be nice.

44
5 Vocabulary

45
46
Tableware for breakfast
Match the words in the box to the picture. Then practise saying the words.

Tableware for lunch and dinner

Match the words in the box to the picture. Then practise saying the words.

47
 Parts of the dining-room
Match the words in the box to the picture. Then practise saying the words.

6 Listening
1 Now listen to the dialogue and tick the areas you hear.
2 You are going to prepare a breakfast tray. Listen and draw the tray.
3 Listen to some people ordering food from the menu shown in Reading. What do they
order?
_____________________________________________________________________________________________
Dialogue 1 Dialogue 2 Dialogue 3
___________ Man Woman Man Woman Man Woman
Starter ____________ ____________ ____________ ____________ ____________ ___________
____________ ____________ ____________ ____________ ____________ ___________
Main course ____________ ____________ ____________ ____________ ____________ ___________
____________ ____________ ____________ ____________ ____________ ___________
Dessert ____________ ____________ ____________ ____________ ____________ ___________
_____________________________________________________________________________________
_

48
 7 Reading
Read the text and answer the questions below.

The range of food service found in hotels

and restaurants today is extensive.
In the first category, there are restaurants
offering the highest grade of service
with a full à la carte menu. This includes
dishes served by the waiter from a trolley
in the dining room, and is known as
gueridon service. The gueridon waiter
must always be skilled, for he has to
carry out procedures such as filleting,
carving, and cooking speciality dishes at the table.
A second, less complicated, type of service
is silver service where the menu can be
either à la carte or table d'hôte.
In this system, the food is prepared
in the kitchen and then put on to silver flats
and presented to the guests in the dining room.
A third form of table service, used mainly
with a table d'hôte menu, is plate service.
Here, the waiter receives the meal already plated from the service hotplate and only has to
place it in front of the guest and make sure that the correct cover is laid and the necessary
accompaniments are on the table. Plate service is often offered where there is a rapid
turnover and speedy service is necessary. It also demands less equipment for the service of
the meal and is, therefore, labour-saving in such tasks as washing-up. In a fourth type of
service, called self-service, a customer collects a tray from the service counter, chooses his
dishes and selects the appropriate cutlery for the meal.
Today, with ever-increasing needs for economy, many establishments usually prefer a
variety of types of service. Tourist hotels, for example, frequently offer a combination of
self-service and plate service for breakfast and another combination of self-service and
silver service for luncheon.

Reading check

1. What kinds of skills does a waiter require for gueridon service?

2. Why is plate service labour-saving?
3. What kinds of service are used with a table d‟hôte menu?
4. What is the difference between silver service and plate service?
5. Why is self-service often used by hotels?

49
 8 Activity

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

Drinks Food items

Juice Hot drink 1 2 3
_________ __________ __________ __________ __________ __________
Jeff __________ __________ __________ __________ __________
Pierre __________ __________ __________ __________ __________
Susanna __________ __________ __________ __________ __________
Helen __________ __________ __________
__________________________________________________________________________________________

a. Jeff has 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 hot drink
g The man who is having coffee does not want croissants.
h The man who wants croissants also wants orange juice and hot chocolate.
i. Both croissant-eaters want butter, but only the woman wants jam.
j. The person with no hot drink has ordered sausages and mushrooms.
k. The person who wants fruit yoghurt does not drink coffee.
l. The person who wants scrambled eggs has also ordered toast and butter.

50
Language Reference
Meals and menus Tableware Describing steaks
Starters (Bri. E)/appetizers,
Hors d‟oeuvre Cruet set (very) rare
Main dishes Decanter Medium rare
Entrées Dessertspoon Medium
Poultry or game Dinner plate (very) well done
Cold platters Ice bucket
Dessert/sweets Milk jug Describing wines
Wine Mug Sweet
Apéritifs (cocktails) Mustard pot Medium sweet
A la carte menu Napkin Dry
Afternoon tea Pepper grinder / pot Medium dry
Breakfast Saltcellar Light
Children‟s menu Sauce boat / gravy boat Full-bodied
Dinner Saucer Fruity
Fish dish Side plate Sparkling
High tea Slipcloth The house wine
Lunch Soup bowl
Main course Soup spoon Wine containers
Sugar bowl A bottle
Meat dish
Tablecloth A half-bottle
Side dish
Supper Tablespoon A carafe
Table d‟hôte menu Tea-ball
Vegetarian dish Teapot
Teaspoon
Tableware Tray
Vase
Ashtray Whitecloth
Cereal bowl Wine basket
Coaster Wine label
Cocktail shaker
Coffee pot
Cork

51
 Unit 4 Explaining dishes

1 Speaking
1 What can you find on an à la carte menu? How is it organized?

2 In the table below are eleven types of ingredients. From the list, find one other
ingredient of each type.
Turkey – mustard – beans – kidney – herbs – margarine – rice – salmon –
lobster – pheasant – lamb

vegetables fish shellfish poultry game

Cauliflower trout crab duck venison
beans
offal meat cereal and cereal products fats & oils
liver beef flour butter

condiments flavourings
pepper garlic

52
 2 Reading
Complete the Casablanca à la carte menu with the words in the box.

side dishes cold starters meat dishes

fish dishes hot main courses vegetarian dishes

MENU
6…………………………………………
1………Starters……………..  Sole meunière with jacket potatoes.
2……………………………..  North Sea eel with lobster sauce.
 Avocado pear with  Scallops in mornay sauce.
Mediterranean prawns  Fresh seafood paella.
 Norwegian salmon carpaccio 7…………………………………………
 Goose pâté with rosemary  Green lasagne with three-cheese sauce.
1)
 Vichyssoise  Sautéed mushrooms and bamboo with soy
3……………………………... sauce.
3
 Warm salad with goat‟s cheese 8………………………………………….
and crispy bacon.  Your choice of salads: Waldorf, Caesar,
 French onion soup with grated Greek, Casablanca Special.
Parmesan cheese.  Your choice of potatoes: fried, grilled, jacket,
 Home-made chicken and boiled.
mushroom croquettes.
 Polish potato pancakes.
4……………………………..
5……………………………..
 Roast beef with assorted
vegetables.
 Veal cutlets with grilled tomatoes.
 Sirloin steak with broccoli and
apple sauce.
 Casablanca couscous with lamb.

53
3 Listening
1 Complete the conversations between the waitress and guests in a restaurant.
Then listen and check the information.

54
 2 Listen to the conversation and complete the table below.

Alison Fiona
Starter Polish potato pancakes
Main course
Side dish
Drinks

55
 3 A waiter is describing the main ingredients in three dishes. Look at the
pictures and complete his descriptions. Then listen to the tape and fill in the
chart.

(a) Salade breton con- - - - - of ch - pp - - c - - - - - -, French b - - - -, p - - - - - - -

and t - - - - - -.

(b) Vichyssoise is m - - - of l - - - -, o - - - - - and p - - - - - - -.

(c) Moussaka is m - - - o - m - - - - - lamb, sl - - - - au - - - - - - - -, o - - - - - and t - -

- - - - -.

General description of Additional ingredients Other details

the dish
1. a salad With hard boiled eggs The vegetables are
…. and …. not raw / are
cooked
2. a cr… With ….
…
3. a sort of …

56
 4 Vocabulary Starters and main courses

Match the words in the box to the pictures. Then practise saying the words.

Dishes

Match the dishes to the descriptions

1. Carpaccio a. traditional Spanish rice dish

2. couscous b. thin slices of raw fish or meat.
3. pâté c. smooth, soft mixture of meat, fish or vegetables that can
be spread on bread.
4. salad d. cold starter or side dish of mainly raw vegetables.
5. croquette e. flat, round mixture of several ingredients fried in a pan.
6. pancake f. traditional North African cereal dish.
7. paella g. traditional Italian pasta dish.
8. lasagne h. mashed vegetables, meat or fish coated with breadcrumbs
and deep-fried.

57
Food: ingredients and preparation

1. Look at the food web. How is it organized?

2. Where would the ingredients go on the web?

3. Add any other ingredients that are used in the food of your region. Use your
dictionary if necessary.

aubergine lamb prawns

cheese lobster pulses

chicken olive oil rice

courgette onion sausage

pork crab cream

peppers yogurt garlic

oranges strawberries

4. Which of these methods of preparing food can you use with the different
ingredients?

1. baked 3. fried 5. stewed

2. boiled 4. grilled 6. stuffed

5. Which of the ingredients would you normally use in

1. A starter
2. A main course
3. A dessert?

58
 5 Language Study

Preference
Notice how we can talk about the things we prefer in different ways.

Example:
Do you prefer red wine or white wine?
I prefer red wine but Mr Sobell prefers white.
Would you rather have sweet wine or dry wine?
I‟d rather have sweet wine but Mr Sobell would rather have dry.

Making suggestions
Notice how we can make suggestions

Example:
If you are eating fish, madam / sir, I‟d suggest a Chablis.
or If you are eating fish, madam / sir, why don‟t you try a Chablis?
or If you are eating fish, madam / sir, what about trying a Chablis?
If you like chocolate, I can recommend the chocolate soufflé.
or If you like chocolate, try the chocolate soufflé.

In a similar way, use the table below to make suggestions

Situation Suggestion

1. You feel hungry the English breakfast

2. You‟re looking for a good restaurant the Good Eating Guide
3. You have a headache an aspirin
4. It‟s a long way to walk a taxi
5. You feel very hot a beer
6. You‟ve had a tiring day a rest

Now match a line in A with a line in B

A B

1. If you prefer a milky coffee, try the Irish or English cheddar.

2. If you‟d like something very English,
3. For a hard cheese,
4. If you prefer something light,
5. The Irish coffee is just right
6. For a typically Viennese dessert,
the fruit salad is very popular.
try the cappuccino.
I can recommend the sherry trifle.
I suggest the apple strudel.
if you like whiskey in your coffee.

59
 Describing food

We use the passive when we do not know who did something, or when it is not
important to say who did it.

Present Passive
The Present Passive is often used to talk about a custom that exists in the present.

A pasts dish is served before the main course.

A special meal is eaten on Friday evening.

 We also use the Present Passive to describe a process such as the method of
making and preparing a dish, or talking about ingredients and accompaniments.
In this case, we often use the prepositions of or with after the Passive verb.

A salade Marocaine is made of chopped tomatoes

Schnitzel is served with potato salad.
This dish is cooked with potatoes and carrots.

 Be careful to use the correct preposition after the verb.

 It is possible to use other prepositions after the Passive, but these depend on the
main verb.

The meat is covered in breadcrumbs.

Look at what the waiters said (a – f). Identify phrases for

1. Giving a general idea of a dish

2. Describing the ingredients and preparation

3. Describing what accompanies the dish.

a. A salade Marocaine is made of chopped tomatoes.

b. Harira is a bit like tomato soup.

c. It‟s a type of stew.

d. It‟s cooked with potatoes and other vegetables.

e. Schnitzel is served with potato salad and a slice of lemon.

f. The meat is covered in breadcrumbs.

Which phrases use the passive voice?

60
 Look at the waiter‟s English notes on the Malaysian dish Nasi Lemak. What would the
waiter actually say to the guest?

1. very special Malaysian dish

2. typically eaten: breakfast
3. served here: evening
4. ingredients = rice & coconut cream
5. like rice pudding but not dessert
6. rice soaked in coconut cream
7. rice & cream steamed + herbs
8. served + cucumber, anchovies, peanuts

Describing dishes and drinks

Example:

What’s noisettes Milanese exactly? (Cook lamb with herbs and serve it with
spaghetti)

That’s lamb cooked with herbs and served with spaghetti.

In a similar way, describe the following.

1. What‟s a dry Martini? (Mix three parts gin with one part dry Martini and serve it
with an olive)

2. Could you tell me what paella is? (Cook rice and sea food together and serve it in
the cooking dish.)

3. What‟s blanquette of veal? (Cook veal with carrots and onions and serve it in a
white sauce with boiled rice.)

4. Could you explain what an Irish coffee is? (Mix coffee with brown sugar, Irish
whiskey, and cream, and serve it as an after-dinner drink.)

5. What‟s sweet and sour pork? (Fry pieces of pork and serve in a sugar and vinegar
sauce with rice.)

61
Present time

Notice how the present Perfect and the Present Continuous are used in the
example.
Example: Have you decided yet, sir? (look at / menu)

No, I haven’t. I’m still looking at the menu.

In a similar way, make questions or answers for the following.

1. Have you ordered yet? (wait for / menu)

………………………………………………………………………………..
2. Have you found your wallet? (look for)

………………………………………………………………………………..
3. No, it hasn‟t. we‟re still waiting for it. („Times‟ / arrive)

………………………………………………………………………………..
4. No, I haven‟t. I‟m still waiting for a line. (telephone / company)

………………………………………………………………………………..
5. No, I haven‟t. I‟m still filling it in. (complete / registration form)

………………………………………………………………………………..
6. Have you finished with the tour guide? (use)

………………………………………………………………………………..
7. No, I haven‟t. I‟m still waiting for confirmation. (allocate / tour group)

………………………………………………………………………………..
8. Have you prepared the room? (clean)

………………………………………………………………………………..

62
 6 Listening
Listen to a few fragments of typical restaurant situations.

1.

2.

63
 7 Speaking
1. Restaurant customers sometimes need the waiting staff to explain the menu to
them. Read the dialogue below, and try to guess the missing words/expressions.

In pairs Explaining the desserts

Look at these desserts and their ingredients. Ask and answer questions about the desserts.

Dish Ingredients Cooking method

Chocolate soufflé Eggs, cream, chocolate Baked, served cold

Fresh fruit salad Different fruit in season Mixed, served cold

Trifle Fruit, sponge cake, sherry, custard, cream Mixed, served cold

Tiramisu Eggs, biscuits, chocolate, marsala Set in layers, served cold

Apple strudel Apple, spices, pastry Baked, served hot

In groups

One of students is the waiter/waitress, the others are guests. Look at the menu and practise
the conversation: ordering food, dealing with the order, explaining.

64
65
2. Match questions with the correct responses. Then label the waiter‟s parts
with W and the guest‟s parts with G.

66
8 Reading
Read these two menus and fill in the gaps with the following words.

bread, fresh, garnish, served, cheese, home-made, spicy, seasoned, choice,

sweet, sauce, coated, creamy, liqueur, selection, wrapped, roasted

67
68
9 Activity
Look at the two menus below. One is from an inexpensive self-service
establishment and the other is from a one-star restaurant. Decide which dish is
from which menu and then arrange them in the correct order of presentation.
a. apple pie h. sole Normande o. grilled bacon and tomatoes
b. lasagne i. vegetable soup p. melon and Parma ham
c. hamburgers j. vanilla ice cream q. pork sausages and chips
d. pepper steak k. shellfish cocktail r. poached eggs Florentine
e. tomato juice l. grilled mackerel s. roast fillet of beef
f. lemon sorbet m. crêpes Suzette t. fried fish and chips
g. roast duck n. grilled trout u. salade de tomates

69
70
10 Writing
1. Work with a partner. You are going to write an introduction to the food of
your country or region. Use some detailed questions below for your writing.

a. Is food used as a tourism resource in your region?

b. What are the most representative dishes for the food in your region?

c. What are the most common local ingredients that are used in making these dishes?

d. Which of these dishes is used in local tourist festivals or offered by local

restaurants?

(Hint: go to your local tourist information office, look at the menus of restaurants used
by tourists, check on the Internet, or ask your family and friends.)

2. Think about what you can say about each of the following aspects of your local
food.

a. the influences

b. the history

c. the ingredients and flavours

d. the importance for local culture and lifestyle

e. the way of eating a meal

f. the most representative dishes

3. Work in groups. Design a menu for your own restaurant, using as many dishes
of your country as possible. Then work with someone from another group.
Practise ordering dishes, taking note of the orders, and explaining dishes.

71
Language Reference
Vegetables Shellfish Poultry Game
Avocado clams chicken hare
Beetroot crab duck partridge
Cauliflower crawfish duckling pheasant
Cabbage crayfish goose quail
Lettuce lobster pigeon rabbit
Leek mussels turkey venison
Mushrooms octopus
Olives oysters
Asparagus prawns
Aubergine scallop
Celery scampi
Courgettes shrimps
Turnip
Watercress
cucumber

herbs Spices Condiments

basil cloves salt
bay leaves cinnamon pepper
chervil nutmeg mustard
chilli mace vinegar
chives ginger
garlic saffron
mint vanilla
parsley
rosemary
sage
tarragon
thyme

72
73
74
75
 Unit 5 Taking bar orders

1 Speaking
1 What are hotel bars like in your country?

2 What drinks are served in hotel bars?

3 Work in pairs. Look at the pictures and label the drinks that are shown. Then discuss
these questions:

76
2 Listening
1. Listen to the conversations between the guests and the bar person, and write down
the orders.

Guest 1…………… Guest 2……………… Guest 3……………..

Guest 4…………… Guest 5……………… Guest 6……………..

2. Listen to the waiter describing drinks. Which drinks is he talking about?

1 Irish coffee camomile tea whisky

2 gin and tonic Cuba Libre vodka and lemon
3 rosé champagne red wine
4 Irish coffee espresso coffee cappuccino
5 bitter cognac sherry
6 rosé whisky brandy

77
3. Complete the conversation between the waitress and guests in a restaurant. Then
listen carefully to check the information.

78
4. Listen to the waitress explaining the way of serving wine and fill in the boxes the
missing information.

79
80
3 Speaking

81
4 Vocabulary
Describing drinks

1. Complete the diagram with the words in the box.

82
2. Match the words with the drink groups in the table. Some words may be used more
than once.

draught sweet light full-bodied single

white red rosé sparkling still
fizzy bitter lager medium mixer
soft drink double dry magnum

Beers Wines Spirits Non-alcoholic

sparkling sparkling

83
5 Reading
Complete the Casablanca drinks menu with the words in the box.

84
6. Language Study Quantifiers

Countable and uncountable nouns

Some / any
 Some is used with positive countable and uncountable verbs.
There are some new workers at the Casablanca.
There is some sugar in the bowl.
 Any is used with negative countable and uncountable verbs and questions.
There aren‟t any glasses on the tray.
There isn‟t any milk.
Is there any sauce left?
Are there any clean glasses?

Practice
Complete the description of the below pictures with some or any.

There are…..some…… glasses and ………………..(2) bottles on the table, but there aren‟t
……………….(3) Plates. There‟s ……………(4) salt, sugar, and ice but there isn‟t
………………(5) pepper. There are ………………(6) eggs and there‟s ……………..(7)
tomato juice. There isn‟t ………………(8) milk and there aren‟t ……………..(9) napkins.
There are ………………..(10) cocktail shakers, too.

85
 Being clear and polite

Here you are, sir.

What can I get for you, madam?
Shall I charge it to your room, madam?
Are you staying in the hotel?
Lemon with the gin, madam?
That comes to € 11.50.
Could you sign here, please?

 We use the present simple to express general statements of no particular time:

How much is it?

 We use the present continuous to talk about things happening now or around
now: Are you staying in the hotel?

 We use „Shall I‟ for polite offers: Shall I charge to your room?

Practice

Put the words in the following sentences in the correct order.

1. you / Could / please / menu / bring / the / me

………………………………………………………………………………….

2. my / please / have / Can / coat / I

………………………………………………………………………………….

3. name / me / Could / your / tell / you / please

………………………………………………………………………………….

4. in / please / corner / we / a / Could / table / the / have

………………………………………………………………………………….

5. Peter / some / have / Can / I / bread

………………………………………………………………………………….

6. show / table / us / Could / please / you / our / to

………………………………………………………………………………….

86
7. Listening
1. Jan serves two guests. Listen and choose the correct answer for the questions
below.

1 How many people are there in the conversation?

a. two b. three c. four
2 What does Mr Kerrigan ask to see?
a. the menu b. the bill c. the wine list
3 What does Mr Kerrigan order?
a. a beer b. a glass of wine c. a whisky
4 What kind of drink does Mrs Kerrigan order?
a. a soft drink b. an apéritif c. a coffee
5 What drink does Mrs Kerrigan order?
a. a Martini b. a sherry c. a gin and tonic
6 What does Mrs Kerrigan ask Jan to do?
a. close a window b. move the table c. turn the heating up

87
2. Drink at the table

Listen to some customers ordering drinks in a restaurant. Answer the

questions.

a. Is the house white wine from Italy or Spain?

b. Is the Chilean Merlot light or full-bodied?

c. What does the customer order at room temperature?

d. What is the problem with the wine?

e. How much dessert wine do they order?

3. Listen again ad tick (√) the drinks ordered.

88
8. Vocabulary
Tableware for drinks

1. Match the drinks to the pictures. What are the drinks in: cups, mugs or
glasses?

Tableware for wine

2. Match the words in the box to the pictures.

Ice bucket 1 decanter wine label wine basket

Corkscrew whitecloth coaster cork

89
 3. Match the countable expressions with the uncountable nouns. Then match them to
the pictures below.

9. Reading
I. Read the text and answer the questions below.

1. How can we enjoy wines according to the text?

2. What is the difference of temperature between red and white wine?
3. What is the best way of opening red wine? White wine, and sparkling wine?
4. What is the rule of pouring wine into the glass?

90
HOW TO ENJOY YOUR WINE

Wine shouldn’t be pampered; after all, it’s meant for

drinking and enjoying. Don’t sip it like sherry. Take a
good mouthful but don’t swallow it straight away; give
your tastebuds a chance to assimilate the flavour. Your
wine will taste even better if you take a little extra
trouble to serve it correctly.

TEMPERATURE
Generally speaking, red wine is best served at room temperature,
so keep the bottle wherever you intend to drink it. If it’s a fine wine
that you’re laying down, store it in a cool place. White wines and
rosés are best chilled, so put them in the fridge (never the freezer)
for a few hours before you open them.

OPENING WINE
As you can see, there are plenty
of different corkscrews to choose
from. Use whichever suits you best. Red wine should
be opened an hour or two before you drink it, to allow
it to breathe. White wine, rosé and sparkling wines
should be drunk straight from the fridge. If you intend
to linger over your bottle, keep it in an ice-bucket.

GLASSES
As a rule, your wine glasses should be bowl-shaped and taper in at the top to hold the
aroma of the wine, which is very much part of the drinking sensation. Fill the glass only
two-thirds full to leave
room for the bouquet.
Swirl the wine in the
glass to release the
volatile aromas which
constitute a wine’s smell. After swirling, take a good long sniff so that you can get a really
good idea of what the wine smells like – and register the first impressions. At last you get
the wine into your mouth! Take a reasonable mouthful (but not so much that you can’t
roll it around your mouth).

91
II. Read the text again and circle the best answer.

1. When drinking wine, you should

a. pamper and swallow it immediately.

b. sip it like sherry.

c. take a reasonable mouthful and keep it for a while to assimilate its flavor.

2. Red wine should be served better

a. at room temperature.

b. in a cold place.

c. in an ice bucket

3. White wine and rosés are best served

a. immediately as you open them.

b. if you put them in the freezer.

c. after putting them in the fridge a few hours.

4. Why should red wine be opened an hour or two before drinking?

a. to make it stronger

b. to allow it to breathe

c. to make it hotter

5. When drinking these wines, you should use

a. highball glasses.

b. bowl-shaped glasses which are taper in at the top.

c. lowball glasses.

92
10. Activity
1. Look at this conversation between a bar person and a guest. First complete the
sentences using the words in the list.

Very popular are your we don‟t have can I get you like ice
Just some ice draught beer Good I‟d like This

Bar person: …1…. ……………………. Evening, madam.

Bar person: ……... Would …………………and lemon in the coke?
Guest: ……... ……………..a large………………please, and a coke.
Guest: ……... OK, that‟s fine.
Guest: ……... No lemon, ………………….., please.
Bar person: ……... What …………………. you to drink?
Bar person: ……... Here …………………...drinks, madam.
Bar person: ……... I‟m sorry, …………………..any draught beer.
Bar person: ……... ……………….local beer is ………………………
Bar person: …9…... Certainly.

2. Now number these sentences 1-10 to put the conversation in the correct order.

3. Complete the instruction on how to set a table for dinner.

93
94
Language Reference
Drinks (alcoholic) Drinks (non-alcoholic)

Ale camomile tea

Apéritif cappuccino
Beer cocoa / drinking chocolate
Bitter coffee
Brandy decaffeinated coffee
Champagne espresso
Cocktail fruit juice / fruit squash
Cognac hot drink
Cuba Libre lemonade
Gin milk
House wine milk shake
Irish coffee mineral water
Lager plain water
Liqueur pop / soda (US)
Long drink soft drink
on the rocks tea
port tonic
sherry
soda
spirit (UK) / liquor (US)
vodka
whisky
(white, red, rosé) wine

95
96
97
 Unit 6 Complaints
Making a complaint
1 Speaking

1 What do guests complain about in restaurants?

2 What kind of person should a waiter be like in your opinion? What kind of
behavior is unacceptable in a waiter‟s job? Discuss it with your partner.

98
 3 If a customer complains, what should a waiter / waitress say or do? Tick (√) the
actions which would be correct, and put a cross (x) by those which would be
incorrect.

2 Listening
1 Listen to five complaints and match them to the pictures.

99
 2 Listen to the guests again and make a note of what each complaint is about.

3 Vocabulary

Complaints

1 Complete the complaints with the words in the box. Use a dictionary to help you.

missing busy blunt dirty cracked noisy rude slow broken draughty

1 I'm sorry about the service this evening but we're very ...............busy......... .

2 Could you close the window, please? It's a bit ................................. here.

3 I can't cut my steak with this knife. It's .................................. .

4 They haven't cleaned this place for years. It's so .................................. .

5 The service in this restaurant is so ............................ . We ordered over an hour

ago.

6 Be careful! The glass is ................................ and there are pieces everywhere!

7 Waiter, could you change my cup? It's ........................ and I nearly cut my lip.

8 How can I eat my soup? My soup spoon is .................................. .

9 This restaurant is very ................................... The music is too loud.

10 The waiter's so .................................. . He's not polite at all.

100
 2 Match the complaints with the pictures.

4 Speaking
1 Work in pairs. Student A, you are a guest at the Metropolis restaurant. Student B,
you are a waiter. Look at the pictures (in Exercise 2) again and role-play the
conversations. Use some of these phrases.

2 Work in pairs. Use one word from each of the discs below to produce a dialogue.
Throw a dice or spin each disc to find out which words to use.

101
5 Reading

1 Before you read the article which follows, discuss this question: How do you think a
computer could help to train waiters to cope with people who complain?

2 Read the article and answer the questions which follow.

a. What is Mr Margetts‟s job?

b. Who is the software program going to help?

c. What two things did Mr and Mrs Margetts complain about?

d. What was the manager‟s response?

e. The article mentions three causes of complaints which are nothing to do with
the quality of service or food. What are they?

f. What questions does the computer ask in order to construct a customer

profile?

g. Which factors decide how a customer will react during a complaint?

h. During the role play, what must the trainee try to do?

i. What does the program not do yet?

3 Do you think this form of training is effective? Give reasons.

102

Does your computer
make rude remarks to you?
While manufacturers
struggle to make their
machines more user-
friendly, Richard Margetts,
a catering lecturer at
Granville College, in
Yorkshire, has developed a
program that positively
encourages the computer
to be nasty toward its
operator.
The software, called
Custom, has been funded
by the employment
department‟s learning
technologies unit, and is
designed to help hotel and
catering trainees to cope
with customers‟
complaints. Such
complaints can make or
break a business.
The idea for the
program grew out of an
unpleasant evening Mr
Margetts and his wife had
at a hotel. In a scene that
could have come from
Fawlty tower, the BBC
television comedy series,
the couple were left
standing in the hotel lobby
while the receptionist
continued making a profile. „How am I dressed – shabby,
personal telephone call.
During the meal they
were ignored by the waiter
and had to order their
drinks at the bar and carry
them back to the table. The
couple complained to the
manager who sympathized
but said it was difficult to
train staff in customer
care.
There‟s a fly in
my software
A computer program trains waiters
by simulating restaurant complaints
„Britons are very complacent about
complaints,‟ says Mr Margetts, who
used to run his own restaurant. „Good
service is not seen as being very
important.‟
Hence the computer-based training
package. The first part analyses how
complaints arise. The complaints
included those from the few customers
who go to a restaurant determined to
make a fuss, perhaps in the hope of a
free meal.
Mr Margetts says: „Within the
program we have included ways of
spotting those complaints, and those
that can arise because of a bad
experience somebody has had even
before entering the restaurant.
„The program will also identify the
complaints that can occasionally arise
merely from customer boredom.
Somebody may have decided he cannot
stand his dining companion, for
example, and takes his unhappiness out
on the food or the unfortunate waiter.‟
The waiters assemble a customer
average or immaculate?‟ the computer
asks. „Is my accent local or non-local?‟
Do I speak perfect English o might I be
a tourist? Am I alone or with a group?
Is it a mixed-sex group? What is my age
bracket? How much alcohol do I seem
to have drunk?‟
The computer then suggests
successful ways of tackling the
customer.
103
Mr Margetts says: „The
idea is that the trainees
sees that personal
attributes such as accent or
dress are a weak indicator
of how a customer will
respond during a
complaint, whereas
attitude and alcohol are
much stronger.‟
In the second part of the
program, the computer
becomes less than friendly.
The trainee takes part in
role-play simulations in
which the computer acts
like a complaining
customer.
The computer can be
programmed to be angry,
rude, reasonable, or
rambling. The trainee's
task is to recognize the
warning signs and calm the
situation.
At the end of a session,
trainees are told how many
attempts it has taken to
reach the correct response.
The results are saved for
the course tutor to read.
But although the
program uses graphics and
text to good effect, it
cannot yet convey complex
factors such as the
customer‟s tone of voice,
body posture, or facial
expression. Future versions
may use video pictures and
sound for greater realism.
However, Mr Margetts
says there are no plans to
incorporate robot arm that
grabs that user by the
lapels.
GEORGE COLE
6 Language Study

Complaining about food

The following phrases are used when complaining about food.
 Too + adjective
It‟s too hot.
 Not + adjective + enough
This water isn‟t cold enough.
 There + be not + enough + noun
There isn‟t enough ice.
 Over / under + past participle
This steak is undercooked.

Dealing with complaints

The following phrases are useful when dealing with complaints.

 Ask what the problem is

What seems to be the problem?

 Apologise

I‟m very sorry, sir / madam.

I do understand. I‟m very sorry that you‟ve had to wait.

 Give a reason for the problem (explain the reason for the problem)

I thought you ordered two bottles of water.

There‟s been a mistake.

 Promise to take action (I’ll …) (offer a solution or compensation)

I‟ll deal with it right away.

I‟ll be with you in a minute.
I‟ll check the bill.
We‟ll deduct it from the bill.
I‟ll bring another one straightaway
I‟ll ask the chef to heat it up.
I‟m sure we can do something to make your wait easier.

104
Present perfect

We use the Present perfect to talk about things we have or

haven‟t done.

We‟ve already ordered.

We haven‟t ordered yet.
I ordered the scallops and you‟ve brought the sole!

105
106
107
Practice
1. Below are different restaurant problems. Use the Language Study to make and role
play the dialogues including the restaurant problems. Switch roles.

Ex: G: Excuse me. We ordered two vegetarian dishes, but we haven’t received them yet.
W: I’m sorry, I’m so absent-minded. I will bring you your dishes immediately.

108
2. Susan gives Jan some advice on dealing with complaints. Match the tips to the
sentences below.
a. Please accept my apologies. 2

b. I do apologise sir.

c. I‟ll ask the manager to come.

1 Ask what the problem is d. What is the problem?

2 Apologise e. There aren‟t any more tables available.

3 Explain the reason for the problem. f. I‟ll ask the chef to heat it up for you.

g. I‟m afraid we‟re very busy this evening.

4 Offer a solution or compensation
h. Could we offer you a coffee on the house?

i. I‟m very sorry sir.

j. We‟ll pay for it to be cleaned.

3. Karl, the commis, helps Sam in the kitchen. Look at his list of jobs and complete the
dialogue.

 Boil potatoes √
 Slice ham √
 Grate Parmesan cheese √  Marinate salmon
 Peel tomatoes  Dice carrots
 Chop onions √  Give menu to Susan √

Sam: Karl, have you boiled the potatoes?

Karl: Yes, I have, and I _________________ the Parmesan.
Sam: What about the tomatoes? ________________ them yet?
Karl: No, I _______________ the tomatoes yet. But I ________________ the
onions and I __________________ the ham.
Sam: Good. __________________ the salmon?
Karl: No, I __________________. I __________________ the carrots yet but I
___________________ the menu to Susan already.

109
 4. Match the complaints to the types of food.

Too spicy Not warm enough Undercooked Stale

cutlets √ √
paella
sole
chicken
rolls

7 Listening
1 Listen to three conversations in a restaurant. What are the guests
complaining about in each situation?

Complaints
Guest 1
Guest 2
Guest 3

2 Listen again. Are these statements true or false? Correct any false
statements.

a. The first guest thinks there is a mistake on the bill.

b. The first guest had two bottles of water.

c. The cashier made a mistake.

d. Some of the group of twelve are late.

e. The waiter has served the drinks to the group.

f. The third guest complains the food is too cold.

g. The waiter returns with an overdone steak.

110
8 Writing
DEALING WITH COMPLAINTS IN WRITING

LETTERS OF COMPLAINT

1. Read the guest‟s letter concerning his stay at the Paradise Hotel. Answer the
questions below.

1. What is the purpose of the letter? Why is the writer writing it?
2. Does the writer mention anything positive?
3. What action does the writer want the hotel to take?

2. Here is a list of other expressions which can be used in this kind of letter. Label
the expressions below with the meaning number of paragraph in the letter.

_____ I would be grateful if you could offer me appropriate compensation.

_____ I am disappointed about the food quality in your restaurant.
_____ I am most unhappy about the treatment I received from your staff.
_____ Please let me know your comments on the matter.
_____ I am writing to complain about.
_____ In this situation I am afraid I must ask for a refund.
_____ I want to express my strong dissatisfaction with …
_____ The quality standard at your restaurant did not meet our expectations.
_____ You can imagine how disappointed and frustrated I am.
_____ Contrary to the description in your brochure, the restaurant did not overlook the
sea.
_____ I must express my dissatisfaction with ….
_____ I hope to hear from you soon.
_____ I demand a full refund.

111
LETTERS OF APOLOGY (block format)

1. The manager of the Paradise Restaurant replied to the unhappy guest. Read the
letter of apology and complete the gaps with the appropriate words from the box
below the text.

meal extremely upset compensation regret

assure inconvenience charge coming

112
 PARADISE RESTAUARNT
15 Redmond street
London
Great Britain

August 22, 2013

Mr. Peter Millton

25 Blackwater Road
Birmingham
Great Britain

Dear Mr. Millton,

Thank you for your letter of 20th August regarding to your recent (1) ___________ in our
restaurant. We are very sorry that you were disappointed. Please accept our sincere apologies
for any (2) __________ suffered. We understand that you were very (3) __________, and at
the same time we would like to assure you that our guests‟ satisfaction is our prior
importance.

We (4) ____________ that the usual high standards of our service were not met in this
instance. I am writing to explain that at the time you were eating our restaurant was very
crowded. Therefore, it was impossible to serve you well, and the staff were particularly
busy. Additionally, it seems that during that time many new staff members were employed,
which partly explains their insufficient training. Still, we will investigate the case of our staff
behavior.

As far as the view of the restaurant, I would like to point out that the brochures present only
examples of the most attractive views we can offer, and not all the possible ones. Once more
we are (5) ___________ sorry about the misunderstanding. We (6)____________ you that
this will not happen again.

As a gesture of our regret, we would like to offer you (7) _________. If you have a meal in
our restaurant in the future we can offer you a table with a sea view with price reduction of
20%. As a special gift you can also enjoy some drinks at the bar at no (8) ___________. We
hope this will suit you, and we trust that your next meal in our restaurant will be an
unforgettable experience.

We look forward to your (9) ______________.

Yours sincerely,

Jane Connor

113
2. Find the sentences in the letter to fill in the table below

3. You are the General Manager of a catering firm which has been subcontracted
to provide food, drinks and table service to a famous museum. You have recently
received this letter of complaint.

Before you read the letter, think of some of the reasons someone might have for
wanting to complain about the catering. Then read the letter, see if your predictions
were right and answer these questions.

a What is your reaction to the letter?

b How do you explain the poor services she accuses you of?
c What would you do?

4. You want to apologise to Ms Shapur and have made some notes. Expand them
into a letter of apology.

THANK YOU + SORRY

UNTYPICAL
MAIN REASONS - SHORTAGE OF STAFF (SICKNESS & HOLIDAYS)
VERY BUSY PERIOD
ACTION TAKEN (SPECIFY WHAT)
ENCLOSE VOUCHER (FREE MEAL & WINE)
HOPE FOR IMPROVEMENT

114
115
9 Activity

116
b. Divide into two groups, A and B. In your groups, prepare for the role play by
reading your instructions.

Group A Waiter role-card

You have just got your first job as a waiter at a high-class restaurant.
In the role play you will be able to show how good you are at the job. Make notes in
the table below before you start.

Stage 1 What to say and do

1 greet the customers

2 take customers' coats
3 seat customers at a table
4 offer a drink
5 bring menu and wine list
6 take orders

Stage 2 What to say and do

1 bring first course

2 collect empty plates
3 bring main course and serve
vegetables
4 ask if everything is OK and pour
more wine
5 collect plates and bring sweet
trolley (and serve)
6 offer coffee and anything else
7 bring bill (when asked)
8 give customers their coats and
say goodbye

117
 Group B Customer role-card

You and the other customers are really restaurant inspectors dining incognito. It is your
job to see how waiters can cope with the pressures of the job. As a team you have to
work out the best way of testing each waiter. There are various ways in which this can
be done. You can be angry, rude, drunk, talkative, difficult to please, loud, etc.
It is very important that the waiters do not realize who you are. Be like a normal
customer at first.
It is best if you save most of your good ideas for Stage 2 of the role play. Make notes in
the table below before you start.

Stage 1 What to say and do

1 arriving and being seated

2 pre-dinner drink
3 menu and ordering

Stage 2 What to say and do

1 first course and wine

2 main course
3 dessert trolley
4 coffee
5 the bill
6 leaving

118
Language Reference
Apologising
I'm sorry (for a small problem; for example, if there is no ash tray on the table).
I'm so sorry/I'm very sorry (for more serious problem; for example, if some food is not
fresh).
I'm extremely sorry (for a really serious problem; for example, if the waiter has spilt
some food on a customer's clothing).

Asking about problems

What seems to be the problem, Sir/Madam? (formal)
What's the problem, Sir/Madam?
Is there a problem, Sir/Madam?

Making excuses
There must be some mistake. (= I am sure there is a mistake.)

Maintaining the customer's confidence

I'll/We'll (try to) make sure you enjoy your meal.
I think/hope you'll enjoy/like ......

Offers of action
I'll change it for you immediately.
I'll ask the Head Waiter about that.
Would you like to order something else?
We'll be happy to pay the cleaning bill.
Shall I have the chef heat this up for you?

Attracting a customer's attention

Excuse me, Sir/Madam.

Polite refusals
I'm afraid (= I regret) that won't be possible.

Expressing sympathy
I understand how you feel, Sir/Madam.

Explaining regulations with have to and may not

Gentlemen have to wear jackets and ties. Ladies may not wear casual trousers.

Suggesting other courses of action

Perhaps you would like to borrow a tie?
Perhaps you could leave your dog in your car?
We could lend you a jacket.

Insisting about regulations

We have to observe the regulations.

119
 Unit 7 The bill, please!
Asking for the bill
1. How many currencies do you know? Which are the most common foreign currencies
used by visitors to your country?

2.

120
1 Listening
1 Listen to the three guests and match them to the correct pictures

2 Listen again and say whether the sentences are true or false.

1 a) The guest pays by MasterCard,

b) The waiter has to sign the bill.

2 a) The guest wants to pay in Canadian dollars.

b) Service is included so the guests don‟t give a tip.

3 a) The guest wants to know whether VAT is included.

b) The guest leaves a tip.

121
 Settling hotel bills
3 Listen to the two dialogues and answer the questions.

a. Does the man have to pay for the minibar drinks?

b. What amount does he query on the bill?
c. Is the itemized list of calls for Room 234 correct?
d. How does the man pay for his room and breakfasts, and how does he pay for the
extras?
e. What supplement does Mrs Costa have to pay?
f. What two things does the hotel try to charge her twice for?
g. How does she pay her bill?
h. What receipts does the receptionist give her?

4 Match 1 – 7 with a – g to make dialogues. Then listen again and check.

1. Have you had breakfast this morning?

2. I don‟t think the amount for phone calls is right.

3. I‟d like to pay in cash. Do you take euros?

4. What do I owe you in local currency?

5. You‟ve overcharged by one night.

6. How would you like to pay?

7. Here‟s your Mastercard receipt…

a. With Mastercard
b. Thanks
c. Yes. From the buffet
d. Oh, I do apologise. Yes, it‟s our mistake.
e. Only local currency or dollars, I‟m afraid.
f. One moment. I‟ll just check your calls.
g. That comes to 1,026 dinars.

122
2 Vocabulary

Methods of payment

1 Match the words in the box to the pictures.

2 Complete the sentences with in or by

a. Can I pay………….. credit card?

b. I‟ll ask the cashier to prepare the bill ……………… dollars.

c. That‟s great. I‟ll pay ……………. Visa.

d. Can we pay………………traveller‟s cheque?

e. I prefer to pay …………….. cash, if that‟s OK.

f. How will you be paying sir? ……………cash or …………credit card?

123
 3 Here are currencies of several countries in the world. Write down the names of
countries.
Peso US dollar

Euro Cruzeiro

Rouble Pound sterling

Yen Australian dollar

Calculating figures

4 Put the words in the box in the correct groups.

Plus equals multiplied by divided by take away

Minus add on makes times

+ - x ÷ =
plus

124
 5 Write the following sums in numbers and calculate the answers.

a. One hundred and eight plus two point five. _______________

b. One thousand six hundred minus two hundred and four _______________

c. Four hundred and forty-seven multiplied by two _______________

d. Five hundred and fifty plus sixty-three _______________

e. Sixty-nine divided by three _______________

f. Seven hundred and fifty-seven minus eighty-nine _______________

g. five times nineteen _______________

h. Seven point three five minus one point two one _______________

i. Two and a half plus one hundred and seven _______________

3 Reading
Read these texts and fill in the missing information in the chart

Tipping

USA
In the USA, waiters and waitress don‟t
actually receive that much money up
front, they rely a lot on tips. So, if you go
to a restaurant, you‟re looking at about a
15 to 20 per cent tip. And barmen are
usually around 15 per cent. If you go into
a hotel, a hotel porter usually expects to
be given $1, $2 per bag. Or if it‟s a hotel
maid, they usually expect about $2 for
each night of your stay. A taxi driver
expects to get around 15 per cent of the
meter fare.
JAPAN
Japan has the distinction of being one of the
few developed countries where tipping is
not generally expected, even at places like
restaurants, hotels, etc. if a service charge is
expected, it will automatically be added to
your bill (another way of saying it is
compulsory); this may be found at hotels
and restaurants. Quite separate from the
service charge by the way, is the 10 per
cent tax incurred if a restaurant or bar bill
exceeds 5000 or a hotel bill exceeds
10,000. this can sometimes be avoided by
asking for separate bills if there are two or
more of you.

125
 UK
In Britain you‟d add about 10 to 15 per
cent onto a restaurant bill. A barman
wouldn‟t usually expect a tip. In a hotel,
the person who carries your bags, you‟d
give them around about £1 a bag, but only
in a really big hotel. Your room maid,
you‟d give her about £2 for each night,
but really that‟s up to you. Taxi drivers
expect around 10 per cent of the fare.
AUSTRALIA
Tipping is not usually expected in
Australia, except in restaurants where you
should add 10 per cent to the bill for good
service. Even a taxi driver doesn‟t expect
a tip, but it is customary to round the fare
up to the nearest dollar.
FRANCE
In France, eating out at a restaurant:
you‟ll find it‟s really unusual to leave a
tip because the service charge would
be included in the bill. A barman, well,
he wouldn‟t expect much, maybe a bit
of small change. In a hotel: the porter
or whoever‟s taking your bags upstairs
would expect somewhere in the region
of between 5 to 10 francs per bag. The
chambermaid, a little bit more, maybe
about 10 francs per night. And a driver
is going to expect to add 10 to 15 per
cent to the fare.

Will they expect a tip? How much should I give?

USA UK France Japan Australia
Waiter/waitress 10 – 15%
Barman/barmaid
Hotel porter nothing
Hotel maid
Taxi driver

4 Speaking

Work in pairs You‟ll be role playing a restaurant situation. The waiter/waitress presents
the bill to a guest, explains the items on it and then receive payment. This role play is in
two parts so that you both get a turn at being the waiter/waitress.

1 You are a GUEST. You‟ve finished your coffee. Ask the waiter/waitress to bring
you your bill. Listen carefully and make sure he or she gets everything right –
especially the arithmetic.

126
2 You are the WAITER/WAITRESS. Add up the bill in the presence of the guest,
checking each item as you go through the order. (Make at least one deliberate
mistake!)

127
5 Language Study
Look at these sentences and complete the information below.

Quantities

 We use much / many / a lot of to talk about quantities.

There are a lot of drinks on the bill. That‟s a lot of VAT.

There aren‟t many waiters here. We don‟t have much wine left.

How many starters did we have? How much is the bill?

 We use a lot of with ….uncountable…... and ……………….. nouns in

positive sentences.

 We use many with ………………..…… nouns in …………………

sentences and …………………… .

 We use much with ………………………nouns in …………………

sentences and …………………… .

Complete the sentences with the correct options

1. A Are there much / many new dishes on the menu?

B Yes, there are a lot of / much new starters.

2. A There‟s too much / many noise in this room.

B Yes, there are a lot of / much people in here.

3. A There are too much / many desserts on this bill.

B You‟re right. And there‟s a lot of / much tax as well.

4. A How much / many was the wine?

B I‟m not sure. How much / many glasses did we have?

5. A I think there are a lot of / much mistakes on this bill.

B I think you‟re right. we didn‟t spend that much / many money.

128
6 Listening Explaining the bill
Three guests ask Jan for the bill. Listen and say whether the sentences are true or
false.

Decide whether the statements below are True or False.

1 The guests ordered from the à la carte menu.
2 Drinks are included in the table d‟hôte menu.
3 The guests knew that VAT was part of the bill.
4 The guests are from France.
5 Rosa knows the guests.

Listen again and complete the bill.

6 October ***
Table d‟hôte menu x3 1……£ 60……
Apéritifs x 2……………… £ 10.50
Spirits x 3……………… £ 9.00
Bottle of house wine x1 4……………...
Subtotal: 5……………...
VAT & service £ 29.61

Total : 6 ………………

Thank you for your visit

129
 Payment security
Listen to the dialogue. What problems can occur when taking payments?

Bank notes (cash) ………………………………………………….1

Bill items …………………………………………………..2

Cards …………………………………………………..3

…………………………………………………..4

Traveller‟s cheques …………………………………………………..5

…………………………………………………..6

Listen again. What advice is given for dealing with the situations? Make notes.

1 A banknote looks like a forgery

2 A customer queries a bill item

3 Taking the details of a guest‟s debit or credit card on arrival

4 Checks when taking a card payment over the phone

5 Accepting a traveller‟s cheque

7 Reading
Read the text and answer the questions.

1. Why do many travellers prefer to use traveller's cheques when they go on

holiday?
2. What are the advantages of using traveller's cheques?
3. What does a person have to do when he wants to exchange traveller's cheques for
cash at the bank?
4. What does a hotel cashier have to do when a guest wants to exchange their
traveller's cheques at the hotel?

130
 Many guests prefer to carry their money in the form of traveller's cheques
because these are safer than cash. If the guest loses them, or if they are stolen, he can get
his money back. Traveller's cheques have other advantages. They can be bought in
different kinds of currency, so the guest does not have to worry about changing rates of
exchange. Also, if the traveller's cheques are issued by a reputable company, the guest
will have no difficulty in exchanging them for cash at hotels and shops. He does not
have to go to a bank to change them.

When a person buys traveller's cheques, he must sign them in front of the bank
cashier. If a guest wishes to change a traveller's cheque at your hotel, you must watch
him countersign the cheque. You must then compare the two signatures and make sure
they are both the same. You should also ask the guest to give you proof of his identity
by showing you his passport, or some other official document with his name and
signature on it.

131
8 Activity
Saying goodbye

Two satisfied guests leave the Casablanca restaurant. Put their conversation
with Susan in the correct order.

(a) Mr Smith I‟m not sure …

Susan Here‟s one, it‟s always better to book your table in advance.
Mrs Smith Thank you very much.
Susan could I get your coats?

(b) Mr Smith Thank you. Goodbye.

Susan Goodbye.

(c) Mr Smith Yes, please.

Mrs Smith It‟s a light brown raincoat and a grey coat.
Susan Here they are. Let me help you madam.
Mrs Smith Thank you very much.
Susan We look forward to seeing you again.

(d) Susan Was everything to your satisfaction?

Mrs Smith Yes, everything was perfect.
Mr Smith We‟ll certainly come back soon.
Susan Do you have our card?

132
Language reference
Figures and sums
Cardinal numbers (1 – several thousand): plus, minus/less, multiplied by/times, divided
by; point; per cent

Money
a bill, a receipt, (local,) currency, change

Items on a bill
cover/a cover charge, tax, service/a service charge, a gratuity

Compound nouns
Sales Tax, hospital tax, Value Added Tax

Ways of paying
in cash, in (foreign) currency, in (dollars) etc; by credit card, by traveller's cheque, by
cheque with a banker's card

Explaining a bill
Hospital Tax is added to the bill.
Service is included in the bill.
Potatoes are extra.

Questions about paying

How will you be paying?
By which card?
In which currency?
May I see your card?

Statements about paying

I'm very sorry, we don't accept credit cards.
We only accept traveller's cheques in dollars.
I'm sorry, Sir/Madam. This card has expired.
I'll just ask the manager about that.
I'll just go and check it for you.

Requests about paying

Could you sign here, please?
Could you please make out your cheque to Chez Nous?

133
 TAPESCRIPTS

UNIT 1 a day, seven days a week.

Exercise 2 CUSTOMER: Fine! I'll be right down!
WAITRESS: Very good, Madam.
One: A formal, luxury restaurant
WAITER: The Carlton Restaurant, Good morning. Listen to the radio advertisements of four
CUSTOMER: Oh, good morning, Can you tell me different restaurants
when you're open? 1 Uptown Restaurant
WAITER: Yes, Sir. We're open for lunch every day The restaurant offers a combination of British
except Saturday, and for dinner every day. traditional cuisine and international classics with a
CUSTOMER: I see. And what are your hours? warm and welcoming service!
WAITER: Lunch is from twelve-thirty to three, Sir, It serves the most delicious full English breakfast
and dinner from eight until midnight. and the greatest Sunday Family Lunch in town. The
CUSTOMER: I see! Thank you. award winning Business Lunch from Monday to
WAITER: Not at all, Sir. Friday offers a wide range of international dishes,
CUSTOMER: Goodbye! including several buffet themes: Italian and
WAITER: Goodbye, Sir. Mediterranean, Salad and Pasta or Asian Stations.
Suitable for younger guests as well. There‟s a
Two: The bar in a large international hotel playroom with a computer, television set, books and
WAITER: The Capital Bar. Good afternoon! numerous toys to ensure that the little guest have a
CUSTOMER: Oh, hello! What are your opening wonderful time. Experience the atmosphere of total
hours? relaxation and taste all the tempting goods from all
WAITER: We're open from eleven in the morning the world.
till eleven at night, Sir.
CUSTOMER: And I suppose you're open every 2 Riverwalk Restaurant
day. The most popular restaurant in the city centre,
WAITER: No, Sir..We're closed on Saturdays and offering a sensual trip through the cuisines of
Sundays. Europe. We serve international specialities in a
CUSTOMER: Oh, I see. Thanks! unique setting. The restaurant offers a magnificent
WAITER: Not at all, Sir! view of the river and the village. Located in a
CUSTOMER: Goodbye! restored townhouse, with original artworks, antique
WAITER: Goodbye, Sir. silver, crystal decorated with flowers. Accessible
from ground level without steps. It‟s an ideal place
Three: An informal restaurant for festivities of all kinds, able to accommodate up
WAITER: Hullo! Lorenzo's. Can I help you? to 150 people. Our guests have included several
CUSTOMER: Yes, When are you open? celebrities such as Britain‟s Princess Anne, Henry
WAITER: We're open seven days a week. Kissinger, Felipe Gonzalez, and Claudia Schiffer.
CUSTOMER: What times? Why don‟t you come and join us, too.
WAITER: Lunch is from twelve to half past three,
and dinner from seven till midnight. 3 Restaurant Kronprinz Rudolph
CUSTOMER: Thanks! A place with a past: Restaurant Kronprinz Rudolph
WAITER: That's all right! at Hotel Stefanie can look back upon a tradition
CUSTOMER: Bye! spanning over 300 years. Refined Austrian
WAITER: Bye! hospitality has long been preserved and nurtured
here. Pay a visit to enjoy authentic Viennese cuisine
four: The coffee shop in a large international and you, too, will be convinced by Restaurant
hotel Kronprinz Rudolph‟s cordial charm. Experience a
WAIITRESS: The Sugar Cube. Good evening! stylish business lunch in the courtyard garden
CUSTOMER: Oh, hello! I've just flown in. Do I known as the Hofgarten, an exclusive dinner in the
still have time for a snack? air-conditioned ballroom of the restaurant, an
WAITRESS: Yes, Madam. We're open 24 hours entertaining Sunday Brunch or your own personal

126
celebration – the experienced Restaurant Kronprinz
Rudolph team will do everything to make your visit
a complete success. The team of Restaurant
Kronprinz Rudolph looks forward to your visit!
4 Cocktail Lounge
Situated in the heart of the city centre, just minutes
away from the bus and railway stations and the
popular shopping malls. Our philosophy is to offer
reasonably priced and extremely tasty dishes using
as many local ingredients as possible. The
comfortable informal interior and seasonally
changing menu win us customers who return again
and again. The ingredients sources locally allow our
chefs to create healthy dishes with a strong
emphasis on quality. Our friendly and efficient
personnel will make feel very welcome. Give us a
try and you won‟t be disappointed!
Exercise 7
… and in the kitchen
Personnel: There are the kitchens. Paul‟s our head
chef. He writes the menus and he‟s responsible for
the main courses, all the meal and fish. Hello hello.
Melanie is the sous chef and that‟s her station over
there. She prepares all the soups, hot starters, and
the side orders like chips and vegetables.
Trainee: She has a lot to do.
Personnel: Yes. But two commis chefs are
responsible to the sous chef, so they help her. The
chefs de partie handle all the cold dishes, the sauces,
and mayonnaise, things like that. The pastry chef
works over there. He bakes all the bread, rolls, and
croissants, and he prepares the hot desserts. The
kitchen porters have lots of duties. They prepare the
vegetables, sharpen the knives, and clean the ovens.
And they‟re responsible for taking out the rubbish.
Now, let‟s go into…
UNIT 2
Exercise 2.1
Jan Good afternoon, Casablanca Restaurant.
Can I help you?
Mr Russell I'd like to reserve a table, please.
Jan Certainly sir. For what day, please?
Mr Russell For today.
Jan OK, so that's the 7th. And what time?
Mr Russell Half seven, please.
Jan And for how many people?
Mr Russell Just two, please.
Jan Is that smoking or nonsmoking?
127
Mr Russell Non-smoking.
Jan OK sir, that's no problem. And what
name is it, please?
Mr Russell Russell.
Jan Could you spell that, please sir?
Mr Russell Yes, it's R-U-double S-E-double L.
Jan Thank you. So, that's a table for two at
seven-thirty this evening. Thank you very much Mr
Russell. See you this evening.
Mr Russell That's great. Thanks. Bye.
Exercise 2.2
One
FIRST CUSTOMER: Oh, hello! I'd like a table for
four for lunch today. We'll be arriving at about
twelve-thirty. The name is Saarinen; that's S -
double A - R - I - N - E - N.
Two
SECOND CUSTOMER: Good afternoon. I want to
reserve a table for two for tomorrow evening. That
would be for about half-past-eight. My name is De
Vienne; D - E -new word- V - I - E - double N - E.
Three
THIRD CUSTOMER: Good evening. I'd like to
book a table for dinner on Friday. There'd be eight
of us, and we'd get to you at about nine, if that's all
right. I'm Dr Al-Dabar. That's A - L -hyphen- D - A
- B - A - R.
Exercise 6.1
WAITER: The Deep Sea Restaurant. Good
morning.
MR SAARINEN: Oh, hello! I'd like to book a table.
WAITER: Certainly, sir. For what day would that
be?
MR SAARINEN: For today.
WAITER: For today. And for what time would that
be?
MR SAARINEN: For about twelve thirty.
WAITER: Twelve thirty. And how many would
there be in your party, Sir?
MR SAARINEN: Oh, four.
WAITER: Four. That would be fine. Could I have
the name, please?
MR SAARINEN: Saarinen.
WAITER: Could you spell that, please?
MR SAARINEN: S - double A - R - I - N - E - N.
WAITER: Thank you, Sir. So that's a table for four,
for today at twelve thirty. We look forward to
seeing you.
MR SAARINEN: Thanks! Goodbye!
WAITER: Goodbye, Sir.
Exercise 6.2
One
FIRST CUSTOMER: I have a reservation for lunch
for four today. But we'll be six instead.
Two
SECOND CUSTOMER: We've booked a table for
dinner today, but we want to come tomorrow rather
than today.
Three
THIRD CUSTOMER: Look, I've got a booking for
dinner this evening. It's at nine, but do you think we
could bring it forward to eight?
Four
FOURTH CUSTOMER: I'm afraid I've got to
cancel my reservation. That's for dinner at eight
tomorrow.
Five
FIFTH CUSTOMER: We now think we'd rather
be on the terrace than indoors.
Six
SIXTH CUSTOMER: You originally reserved us a
table for six. But now there are going to be four
extra people. Is that OK?
UNIT 3
Exercise 1
Jan: Good evening madam. Good evening sir. Do
you have a reservation?
Mr Kerrigan: Yes, we do.
Jan: Could I have the name, please?
Mr Kerrigan: Mr and Mrs Kerrigan.
Jan: One moment, yes, Mr and Mrs Kerrigan - table
for two. Shall I take your coats?
Mr Kerrigan: Yes, please. Can I leave my hat, too?
Jan: Certainly. Would you prefer to sit indoors or
outdoors?
Mrs Kerrigan: I think we'd prefer indoors. What
about the small table near the piano?
Jan: I'm very sorry madam. I'm afraid that table is
not available. But the round one near the window is
free.
Mr Kerrigan: Perfect. That's fine.
Jan: Follow me, please. I'll show you to your table.
Mr Kerrigan: Thank you.
128
Jan: Here's the menu.
Exercise 1.3 Taking an order
W: Good evening, sir. A table for two?
Mr Marquez: Yes, please. The name‟s Marquez.
W: I‟ll show you to your table. This way. Can I take
your coats?
Mr/Mrs Marquez: Thank you.
W: Here‟s the menu and wine list. Can I get you an
aperitif?
Mrs Marquez: Yes, please. A gin and tonic.
Mr Marquez: And the same for me.
W: Thank you
W: Here you are. Two gin and tonics. Are you
ready to order now?
Mrs Marquez: Yes, I think so. What‟s the soup of
the day?
W: It‟s tomato and basil.
Mrs Marquez: Hmm… I think I‟ll have the
avocado and prawn tart to start with, followed by
the salmon.
Mr Marquez: And the goat‟s cheese salad for me
please, followed by the fillet steak.
W: How would you like your steak?
Mr Marquez: Medium rare, please.
W: And would you like to order some wine?
Mr Marquez: Yes. What about the Cabernet
Sauvignon, Anna?
Mrs Marquez: I think I‟d prefer white. Why don‟t
you have half a bottle of the Cabernet and I‟ll have
a glass of Chablis. And can we have a bottle of
mineral water, please?
W: Still or sparkling?
Mrs Marquez: Still, please.
Exercise 4 Are you ready to order?
1
W: What would you like for breakfast?
Woman: Just a coffee and a croissant, please.
Man: I‟ll have egg and bacon, and a pot of tea. And
some toast, please.
W: Thank you, sir. Can I have your room number?
2
W: Are you ready to order, sir?
Man: Yes, please. For a starter I‟d like basil snd
tomato soup. Then to follow I‟ll have the mushroom
risotto.
W: would you like something to drink?
Man: A glass of dry white wine and some water,
please.
3
Woman: I just want a light lunch. I‟ll have WAITER: Very well, sir. Thank you very much.
mushroom soup and a toasted sandwich. Cheese and …
ham, please. WAITER: Would you like any desserts?
W: And for you, madam? MAN: Yes, I'd like the gâteau, please.
2nd Woman: Hmm… the chef‟s salad, please. And WOMAN: Just a coffee for me, please.
some bread. MAN: Make that two coffees.
WAITER: Thank you.
Exercise 6.1
Dialogue 2
Dialogue 1
A: So, where are we going to seat Mr and Mrs WOMAN: Could we possibly order, please?
Jones tonight? WAITER: Certainly.
B: What about the small square table near the WOMAN: I'd like the délices de Grison, please,
window? and the mixed salad, followed by the fondue.
A: All right. WAITER: Sorry, the fondue's off tonight.
WOMAN: Oh. What do you recommend, then?
Dialogue 2 WAITER: The veal is very good.
A: And where would you like to sit? WOMAN: Well, I'll have that, then.
B: Is there a round table for twelve in the non- WAITER: Very well, madam. And for you, sir?
smoking section? MAN: I'll have the salmon mousse, I think.
A: I'm sorry, madam, but there are no large WAITER: And to start, sir?
round tables. MAN: Nothing, thanks. Do you think you could
bring us the wine list, though?
Dialogue 3 WAITER: Yes, of course.
A: Look at that woman! What a lovely dress! …
B: Where? WAITER: Are you ready to order dessert?
A: Over there, on the terrace. WOMAN: Yes. Could I have the parfait, please?
B: At the oval table'? MAN: And I'll have the soufflé glacé au Grand
A: Yes. That's her. Marnier.
WAITER: Certainly.
Exercise 6.2 A WEDDING BANQUET
Dialogue 3
There's a dish on the tray. On the right of the dish
there's a knife and on the left of the dish there's a WAITRESS: Are you ready to order?
napkin. The spoon is in the middle of the tray, near MAN: Yes, I think so. I'd like the Beef Madras.
the dish. On the right of the spoon there's a saucer WOMAN: Yes. Could I have the fish, please?
and there's a cup on the saucer. On the left of the WAITRESS: What vegetables would you like?
tray there are a milk jug, a teapot and a sugar bowl. WOMAN: Sauté potatoes ... and peas, please.
The teapot is between the milk jug and the sugar WAITRESS: And would you like a starter?
bowl. The sugar bowl is on the right of the teapot. MAN: Yes, I'll have the crudités.
WOMAN: And chicken liver pâté for me.
Exercise 6.3 MAN: No, sorry, could you change mine, please,
to melon and prawn cocktail?
Dialogue 1 WAITRESS: So that's no crudités?
MAN: No.
MAN: I've already decided what I want. WAITRESS: The melon and prawn cocktail
WOMAN: What's that? instead.
MAN: I'm going to have the fondue. It's delicious MAN: Yes.
here. WAITRESS: Fine.
WAITER: I'm sorry, sir, the fondue's off. WOMAN: And can you bring us a bottle of water,
MAN: Really? In that case, let me think - I'll have please?
the pork medallions. WAITRESS: Certainly.
WOMAN: I think I'll have the same.
MAN: And we'll have a bottle of Chablis.

129
Unit 4
Exercise 3.2
Jan Are you ready to order?
Alison Not really. Could you tell me what
carpaccio is?
Jan Of course madam. It's made of marinated
salmon slices served with toast.
Alison I see. And what's vichyssoise?
Jan Vichyssoise is made of potato, celery and
onion. It's served as a cold soup.
Fiona That sounds nice. I think I'll have that for a
starter.
Alison I feel like a hot starter. Do the Polish potato
pancakes have garlic in them?
Jan No, madam.
Alison Good, I'll have that then.
Jan And what would you like as a main course?
Fiona I think I'll go for the Casablanca couscous.
Jan So couscous for you madam. And for you,
madam?
Alison Let me see. The North Sea eel looks
delicious. I think I'll have that.
Jan Excellent choice madam. Would you like a
side dish to go with it?
Alison OK, we'll share a Waldorf salad.
Jan A Waldorf salad. And what would you like
to drink?
Alison We'll have a bottle of house rosé, please.
Jan Certainly madam. Thank you.
Exercise 3.3
1 G.: Correct.
FIRST CUSTOMER: Can you tell me what this
is?
WAITER: Salad breton, Madam? It‟s a salad. It
consists of chopped carrots, French beans, potatoes,
and turnips, with hard-boiled eggs, mayonnaise and
French dressing.
FIRST CUSTOMER: I see. And are the
vegetables raw?
WAITER: No, Madam, they‟re cooked.
2 Cutlets with Rosemary and Mint Sauce.
SECOND CUSTOMER: What's this?
WAITRESS: Vichyssoise, Sir? It's a creamy soup
made of leeks, onions and potatoes, with cream.
SECOND CUSTOMER: Is it hot?
WAITRESS: No, Sir, it's cold.
3 G3: Sounds nice. I will take that.
THIRD CUSTOMER: Do you think you could
explain this dish to me?
WAITER: Moussaka? Certainly. It's a sort of pie;
it's made of minced lamb, sliced aubergines, onions
and tomatoes, with eggs and cream.
THIRD CUSTOMER: Is there any garlic in it?
WAITER: No, there isn't.
Exercise 6
Dialogue 1
W: Garden Restaurant. How may I help you?
G.: Good morning. I would like to book a table for
tomorrow evening.
W: Yes, how many for?
G.: For three.
W: Yes, and what time would you like to arrive,
madam?
G.: At 7 a.m. I assume.
W: Fine, could you give me your name, madam?
G.: Of course. My name‟s Judy Law.
W: Thank you, Ms. Law. Do you have any other
requests?
G.: I would like to know if you serve vegetarian
dishes.
W: Certainly, madam. Our restaurant menu
includes plenty of vegetarian dishes.
G.: Perfect. Thank you.
W: You‟re welcome.
Dialogue 2
W: Good evening. How can I help you?
G.: Good evening. We booked a table yesterday.
W: What your name, sir?
G.: Law.
W: That‟s right. A table for three is reserved for
you at 7 p.m.
W: Your table is by the window. Please, take a seat.
G.: Thank you…
Dialogue 3
W: Here are your menus.
G.: Thank you... thank a lot… thank you.
W: Are you ready to order, sir?
G1: Yes, we are. We will have the Supreme of
Chicken.
G2: I‟ve decided to take today‟s special: Lamb
G3: And I will have a dessert, what would you
recommend?
W: I think you would enjoy Banoffi Pie, which is
pastry case filled with layers of caramel and
bananas topped with more bananas and cream.
W: Anything to drink?
G2: Yes, some red wine, please.
W: Which do you prefer, full-bodied or light?
G1: We would like light, please.

130
W: Certainly, we serve Merlot by the glass. 1
G1: And by the bottle, which one would you BAR PERSON: Good afternoon, madam, what can
recommend? I get you?
W: I would suggest Hamilton Russell – a South GUEST: Just a dry martini, please.
African Pinot Noir. BAR PERSON: Right, madam. A dry martini.
G3: Let‟s try that one, then. 2
BAR PERSON: Good evening, madam, what
Dialogue 4 would you like to drink?
W: Here‟s your cutlery, sir. GUEST: Two glasses of white wine, please, and a
G.: One more question... small orange juice.
W: Yes? BAR PERSON: Certainly, madam.
G.: Can we pay by credit card? 3
W: Certainly, sir. BAR PERSON: Good evening, sir, what can I get
G.: We would also like some salad. Which one you?
would go best with our dishes? GUEST: Let's see, a small beer, a small vodka and
W: The summer salad is delicious. orange, and a coke, please.
G.: What is in it? BAR PERSON: Small beer, vodka and orange, and
W: Well, it basically consists of fresh salad a coke. Would you like ice and lemon in the vodka?
vegetables combined with smoked cheese, herbs GUEST: Just some ice, please.
and white wine dressing. 4
G.: Sounds nice, we‟ll have that. BAR PERSON: We have a wonderful local beer ...
Dialogue 5 GUEST: Is it draught or bottled?
W: Here is your wine. The Chardonnay for you, BAR PERSON: Both, sir, we have large and small
madam and the Hamilton Russell. bottles, and we have it on draught too.
G1,2.3: Thank you. GUEST: OK, I'll try that, but not draught; a large
W: Bon apetit! bottled beer then, and a small glass of rum.
G.: Thank you. 5
BAR PERSON: I‟m sorry, madam, we don‟t have
Dialogue 6 that type of mineral water, but we do have this one;
W: Did you enjoy your meal? it‟s very good.
G1: Yes, the Supreme of Chicken was excellent. GUEST: That‟s fine then, half a bottle, please.
My compliments to the chef. BAR PERSON: Here you are, madam.
G2: I really enjoyed the Lamb Cutlets, too. 6
G3: Thank you for your advice. It was a good BAR PERSON: This house cocktail is excellent,
choice. It tasted really nice, and the salad… heaven sir.
in my mouth. We would like to pay now. GUEST: OK, then make that two, and a large gin
W: Of course, together or separately? and tonic.
G2: Together. BAR PERSON: Here you are, sir.
W: Will you be paying by cash or credit card?
G2: Credit card. Exercise 2.2
W: I will bring the bill in a minute.
…….. 1. A hot black coffee with whisky, sugar and
W: Here is your bill, sir. Supreme of Chicken, cream.
Lamb Cutlets and Banoffi Pie. That will be a total 2. A cocktail made of cola, rum and lime juice.
of 70 euros. 3. An expensive French sparkling wine.
G1: OK, here you are. 4. An Italian drink made with espresso coffee and
W: Thank you very much, 30 euros for you, sir. cream.
G1: Thank you , Good bye. 5. A type of beer that is very popular in Britain.
W: Good bye. Have a nice evening. 6. An alcoholic drink from Scotland or Ireland.

UNIT 5 Exercise 7.1

Exercise 2.1 Jan: Would you like to order a drink?

131
Mr Kerrigan: Yes, could we see the wine list,
please?
Jan: Certainly sir, here it is.
Mr Kerrigan: Thank you. I‟ll have a glass of dry
white wine. And you, dear?
MrsKerrigan: Could I see the list, too, please?
Mr Kerrigan: Oh, yes, of course. Sorry.
Mrs Kerrigan: Thank you. There are some nice
apéritifs. A sherry would be nice. No, I think a
Martini. And could I have some ice in it, please?
Jan: Certainly madam. So, that‟s a dry
white wine and a Martini with ice.
Mrs Kerrigan: Excuse me, could you close the
window, please? It‟s a bit cold.
Jan: Certainly madam.
Mr Kerrigan: If you‟re cold, why do you want ice
in your drink?
Exercise 7.2 Drinks at the table
Server: Here are the menus and the winelist. Can I
get you an aperitif?
Woman: A glass of chilled white wine for me,
please. What‟s the house white?
Server: It‟s a pinot grigio, madam.
Woman: Where‟s it from?
Server: From Italy.
Woman: Good. A glass of that for me.
Man: I‟ll have a whisky sour.
Server: Thank you...
Server: ....Would you like to order any wine with
your meal?
Man: Um… yes. Let‟s see. You have a lot of New
World wines on your wine list. Can you recommend
the Chilean Merlot?
Server: It‟s a full-bodied wine, maybe not so dry as
the French, but excellent value.
Man: Er, Er…no, we‟ll have a bottle of the
Bordeaux.
Server: A very good choice, sir.
Man: Make sure it‟s room temperature.
Server: Of course, sir…
Server: Would you like to try the wine?
Man: Er…yes. Huh…Mmm… This wine‟s corked.
Server: Corked, sir? I do apologize. I‟ll replace it at
once.
Man: Thank you.
Woman: Could we have a bottle of mineral water
too, please?
Server: Still or sparkling?
132
Woman: Er, still…
Server: … Would you like anything to drink with
your desserts?
Man: Mmm. Yes. Can you recommend a dessert
wine?
Server: The Royal Tokaji is very popular.
Man: Good… We‟ll have a half bottle…
Woman: … That was lovely. Thank you. Yes, I‟d
love a coffee too.
Server: Would you like a liqueur with your coffee?
Woman: Mmm. A grand Marnier, please.
Man: A large single malt for me. Have you got a
Highland Park?
Server: I think so, sir. I‟ll double-check with the
bar…
UNIT 6
Exercise 2
Dialogue 1
GUEST: Waiter, please!
WAITER: Yes, sir. How can I help you?
GUEST: I think there's been a mistake. I ordered
the scallops and you've brought the sole!
WAITER: I'm very sorry sir. I'll change it for you.
Dialogue 2
GUEST: Waiter, this soup is too salty!
WAITER: I'm sorry madam. Would you like to
order something else?
GUEST: Well, yes. Can I have another look at the
menu, please?
WAITER: Certainly madam. I'll bring it straight
away.
Dialogue 3
GUEST: Waiter, this wine has a strange taste. I
think it's corked.
SUSAN: I'm very sorry, madam. I'll bring you
another bottle immediately.
GUEST: Thank you.
Dialogue 4
WAITER: Is everything to your satisfaction?
GUEST: Actually, I find the steak too rare for my
taste.
WAITER: I'll ask the chef to put it back on the
grill.
GUEST: That's great. Thanks.
Dialogue 5 W Ah, then I‟ll bring another one right away.

GUEST: Excuse me, this piece of chocolate cake UNIT 7

has marmalade in it. Would it be possible to have
another one without it? Exercise 1
SUSAN: I'm afraid it won't be possible madam.
There's marmalade on the whole cake. Dialogue 1
GUEST: Oh, I really don't like marmalade. GUEST: Can I have the bill, please?
SUSAN: Would you like to order something else? WAITER: Certainly madam. Just a moment please.
Can I suggest the chocolate mousse or the brownie? Here you are madam.
GUEST: Thank you. Can I pay by credit card?
Exercise 7 WAITER: We accept Visa, American Express and
MasterCard.
One GUEST: Perfect I'll pay by Visa.
C Excuse me! WAITER: Very well madam. Will you sign here,
W I‟ll be with you in a minute, sir. Is everything please?
all right, sir? GUEST: Yes, of course.
C Well, actually, I think you overcharged us for WAITER: Here's your bill and your receipt
the water. madam.
W Let me see. It says two bottles of sparkling GUEST: Thank you.
water.
C But we only had one bottle. Dialogue 2
W I'm sorry. I'm afraid there's been a mistake. I'll Guest 1 Could you bring us the bill, please?
ask the cashier to deduct one bottle. Waiter Yes, sir. I'll bring it immediately.
C Thank you. Guest 2 Can we pay by traveller's cheque?
Waiter I'm afraid we don't accept traveller's
Two cheques sir.
W You know this group booking for twelve Guest 2 OK. Can we pay in US dollars?
people? Waiter Yes, sir. I'll ask the cashier to prepare the
M Yes, they're actors from the theatre. They're bill in dollars. Here you are sir.
usually late but they're regular customers. Guest 1 Is service included in the bill?
W Well, four of them haven't arrived yet and the Waiter Yes, sir, it is.
others are getting impatient. Guest 2 Let's leave him a tip anyway John, the
M Have you taken their drinks orders yet? service was excellent.
W Er, no, not yet.
M Well, hurry up and if the others don't arrive in Dialogue 3
fifteen minutes, take the orders from the diners Guest: How much is it?
that are here! Bartender One moment sir. I'll prepare the bill.
W Yes, of course, sir. Here you are sir. The bill.
W Good evening, are you ready to.order? Guest Oh, that's a lot of money! Is tax included?
C Oh, at last. We've been waiting for hours! Bartender Yes, sir. VAT is automatically charged.
W I'm very sorry, sir. I'm afraid we're very busy Guest I see.
this evening. Bartender How will you be paying, sir? In cash or
by credit card?
Three Guest In cash and keep the change.
C Excuse me, but this steak is too rare. Bartender Thank you, sir.
W I'm sorry, sir.
C I'd like it medium, please. Exercise 1.3 Settling hotel bills
W Certainly, I‟ll ask the chef to put it back under
the grill, sir. Here you are. One medium steak. Dialogue 1
C But this one‟s burnt! Man: I‟d like to settle my bill. Room 234.
W Er, I thought you said medium, sir. Reception: 234. … I‟ll just do a printout for you.
C I can‟t eat that! It‟s overdone! Have you had anything from the minibar?
Man: Yes. Two Cokes and a mineral water.

133
Reception: that‟s fine. They‟re complimentary. Pedro Waiter!
Have you had breakfast this morning? Jan Can I help you, sir?
Man: From the buffet. Pedro Yes. We'd like to check the bill. You see, we
Reception: OK… Here you are. This is your four ordered three table d'hôte menus, at £20 each. Three
nights‟ accommodation, four breakfasts, phone times twenty makes £60. So how does the bill come
calls, newspapers, and room service on Monday and to £121.61?
Tuesday evening. Jan Let me see sir. I think you ordered three
Man: Hmm… I don‟t think the amount for phone apéritifs, wine and two spirits too.
calls is right. Mrs Gracia Isn't this all included in the table
Reception: One moment. I‟ll just check your calls. d'hôte menu?
… OK. Here‟s an itemized list of calls from 234. Jan I'm afraid it isn't madam. You see, here it
Mm … the total‟s the same, I‟m afraid. says 'Drinks not included.'
Man: Er … That looks about right. OK. My Pedro But that still doesn't make £121.61.
company has an account with you … Can you Jan You also have to add the VAT plus the service
invoice them for the room and breakfast and I‟ll pay to the £92 sir.
the extras? Mr Gracia Do you do family discounts?
Reception: That‟s fine. Jan I'm sorry sir?
Man: I‟d like to pay in cash. Do you take euros? Mr Gracia You see our daughter, Rosa, works
Reception: Only local currency or dollars, I‟m here.
afraid. But the foreign exchange desk is open. Jan Rosa?
Man: OK. What do I owe you in local currency? Pedro So, could you tell her her parents and her
Reception: Er … That comes to 1,026 dinars. boyfriend are here, please?
Man: Do you know what the exchange rate is? Jan Boyfriend? Er ...
Reception: There‟s a list on the desk over there. It‟s Mr Gracia Are you OK?
updated every morning. Jan Yes, yes. I'll go and tell Rosa.
Man: Right. I‟ll just get some currency … Rosa Mama! Papa! Pedro!
All Rosa!
Dialogue 2
Reception:…So, here you are. Mrs Costa. Exercise 6 Payment security
Including the single room supplement and your
restaurant bill, that comes to $3,267. Trainee: … How do most people pay?
Woman: Restaurant bill? But I paid in the restaurant Trainer: Business people generally pay by credit
for dinner. And this is wrong. You‟ve overcharged card … but a lot of travelers use their debit card.
by one night. Trainee: Right.
Reception:Oh, I do apologize. … Yes, it‟s our Trainer: Also we get charge cards like American
mistake. Er … The total now is 2,843. How would Express, traveller‟s cheques, travel agent vouchers
you like to pay? and of course cash.
Woman: With Mastercard. Trainee: Do we accept foreign currencies?
Reception: Fine. Can you put your card into the Trainer: Local currency plus dollars and euros. We
machine? … Now enter your PIN. Right. That‟s do sometimes get forgeries of large notes. If we
gone through. You can remove your card. Thank suspect a note is a forgery, we don‟t say anything to
you. the customer. We just come into the back office and
Woman: OK. inform the manager.
Reception: Here‟s your Mastercard receipt … and Trainee: OK. It‟s not very good for customer
your hotel receipt. relations …
Woman: Thanks. Trainer: No, it‟s not. When a customer queries a
Reception: Er … Would you like to help with your bill, too, we have to be careful. We always check
luggage? the bill … sometimes we make mistakes … bu if
Woman: No. I‟m fine, thanks the customer is in the wrong, it‟s best to take them
Reception: OK. Bye. We hope to see you again into the office and explain so that other guests can‟t
soon … hear.
Trainee: Yeah.
Exercise 6 Explaining the bill Trainer: When guests arrive, we always ask how

134
they intend to pay. If it‟s by debit or credit card, we
ask for the card and take the swipe of it. We
reassure the customer that no payment is taken from
their card at that point.
Trainee: Have we had any problems with cards?
Trainer: We have a list of stolen cards here on the
desk. And sometimes cards are invalid because
they‟re out of date.
Trainee: Right.
Trainer: For credit and debit card payments over
the phone we always ask for the expiry date of the
card and the starting date if if has one – also the 3-
digit security number on the back of the card.
Trainee: As well as the long number on the front of
the card?
Trainer: Oh, yes. Take that first. We also often
take payment by traveller‟s cheques. The cheques
are all signed by the holder when they‟re issued so
if the signatures don‟t match when they sign in front
of you, ther could be a problem.
Trainee: Of course.
Trainer: We also check the signature in the
passport so we know the cheques aren‟t stolen.

135