test your business english hotel and catering - alison pohl
TRANSCRIPT
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T e s t / Y o u r
Business EnglishH o t e l a n d C a t e r i n g
A l i s o n P o h l
S e r i e s E d i t o r : N i c k B r i e g e r
Test Your... series developed by Peter Watcyn-Jones L ___________________________________________________________________________________________ t_
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CONTENTS
Section 1 The front office
Guest relations Test 1 Lost property 1
Test 2 Guest relations 2
Rcccption Test 3 Rcccption 4Reservations Test 4 Reservations 5
Test Ỉ Word building I 6
Cheeking out Test 6 Cheeking out 7
Test 7 Two-word nouns 8
Section 2 Hotel services
Facilities Test 8 Hotel facilities 9
Test 9 Hotel accommodation 10
Local information Test 10 Out and about 12
Test 11 Giving directions 13
Conferences Test 12 Conferences 1 14Test 13 Conferences 2 15
Complaints Test 14 A letter of complaint 16
Test 1 The correct reply 17
Sccrion 3 1ioiHekeeplog
Fixtures and fittings Test 16 The bathroom 18
Test 17 Furniture and fittings 19
Accommodation Test 18 Name the place 20
Test 19 The building 21
Cleaning Test 20 Cleaning 22
Test 21 Mixed up letters23
Air and light Test 22 Hotel systems 1 24
Test 23 Hotel systems 2 25
Scction 4 Food and drink
Fruit and vegetables Test 24 Fruit 26
Test 25 Vegetables 27
Food and beverages Test 26 Classifications 28
Test 27 Tastes 29
Food preparation Test 28 Cooking 30
Test 29 Utensils 31
Working in the kitchen Test 30 Phrasal verbs 32
Test 31 Hygiene 33
Section 5 Food service
Menu Test 32 A menu 34
Equipment Test 33 Service items 36
Service 1 Tesl 34 Whal type of service? 38
Test 35 Giving scrvicc 39
Service 2 Test 36 A breakfast tray 40
Test 37 How to be polite 41
Section 6 Responsibilities
Safety Test 38 Safety first 42Test 39 Fire procedures 43
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Security
Legal matters
Hygiene
Section 7Personnel
Sales and marketing
Information technology
Section K
The business office
Official forms
Accounts
British English and
American Knglish
Answers
Test 40 Unwelcome guests 44
Test 41 Word building 2 45
Test 42 Legal words 46
Test 43 What do they mean? 47
Test 44 Carriers of disease 48
Test 45 Health and hygiene 49
ManagementTest 46 Employment 50
Test 47 Whose job is it? 52
Tesl 48 Job advertisements 53
Test 49 Positive thinking 54
Test 50 Marketing 55
Test 51 Computer systems 56
Financial affairs
Test 52 OfTicc items 58
Test 53 At work in the olĩicc 59
Test 54 Handling stock 60
Test 55 Business documentation 61
Test 56 Facts and figures 62
Test 57 Accountancy terms 63
Test 58 Final accounts 64
Test 59 Nationalities and currencies 65
67
69
Word list 77
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S E C T I O N 1: T H E F R O N T O F F I C E
J Lost property
These items have been left behind by custom ers Write the num ber o f each item next
to the correct word or words. (See example):
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2 Guest relations
What does the receptionist say to the hotel guests? Write the letter of each p hrase in
the speech bubble of the correct picture. (See example):
a) ‘Could you spell that, please?’
b) ‘Good evening, sir. May 1 help you?’
c) ‘I'm afraid your room isn’t quite ready yet. Would you mind tak ing a seat in
the lounge for a few minutes?’
d) ‘I’m sorry you’ve had to wait, madam. Mow can I help you?’
e) ‘O f course, sir. m call you when it comes.'
f ) i ’m terribly sorry that you’re no t happy with your room .'
g) ‘Cou ld I possibly ask you to park your car round the back?’
h) "One mo men t, please madam, an d I’ll work out the tota l.’
i ) ‘Can I suggest you try ou r evening ente rtainm ent. It’s always very popu lar.’
j ) ‘I’m so glad you’ve enjoyed your stay with us. We look forw ard to welcoming
you back again in the future.’
Section I: The front office
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Section 1: The front office
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Section 1: The front office
^ Reception
Choose the word which best completes each sentence.
1 Guests entering the hotel will find the reception desk in th e .........................
a) scullery b) foyer c) back office d) co rridor
2 One of the jobs o f a recep tionis t is t o .......................complaints.
a) manage b) deal with c) organize d) regret
3 People who use the same hotel on several occasions are c a lle d .........................
a) norm als b) returners c) regulars d) usuals
4 Custom ers with valuable items should use th e ...................... prov ision .
a) safe deposit b) secure c) savings d) lock up
5 Th e people who use a particu lar hotel are know n as th e ........................
a) guest list b) long stays c) clientele d) usuals
6 When guests arrive the receptionist usually asks them to sign ih e .........................
a) register b) bookings form c) ledger d) guest bill
7 Each day t h e .......................list shows the nam es of the guests expected.
a) stop-go b) records c) arrivals d) room
8 If guests lose their room keys, a mem ber of staff can open their room d oo r with
a .......................key.
a) ma in b) passage c) pass d) card
9 Messages for guests who are out should be placed in the ap p ro pr iate ..................
at reception.
a) pigeon hole b) key hole c) bird box d) key hook
10 Hotels may manage to fill vacant rooms w it h .......................bookings.
a) oppo rtun ity b) chance c) early d) provisional
11 People who have booked but don ’t arrive are know n a s ..........................
a) delays b) no comers c) failures d) no shows
12 In order to be successful, a hotel must try to maximize ro o m .........................
a) availability b) turnover c) status d) occupancy
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Section 1: The front office
4 Reservations
The following extracts arc from two different letters, a letter making a reservation
and a letter of confirm ation, bu t they have got mixed up. Put them in the right orde r
to product' two correct letters.
1Yours faithfully
Susan Peacock
Secretary
I look forward to receiving
your confirmation.
I would like to reserve four
single room s from 19th to 24th
November 19 for four o f our
managers.
We look forwarc
ou r guests.
to receiving
Dear Sir/Madam
Thank you for your letter of
16th September 19-. We are very
pleased that you have
chosen to use our hotel for your
four managers who will be in
Anyton from 19th to 24th
Novem ber 19-.
10
11
The rooms should be booked
in the nam es o f John Brown,
Mary Black, Bill Franks and
Ann Jones.
Could you please inform me of
your rates and whether you
offer discounts for company
bookings.
I would like to confirm your
reservation for four single rooms
for these dates. Wc are happy to
be able to oflcr you our corpor
ate rates, which you will find in
the enclosed leaflet.
Yours sincerely
Peter Black
Reservations Clerk
Dear Ms Peacock
letter of reservation letter of confirmation
□ □ □ □ □ □ □ □ □ □ □
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Section 1: The front office
jỊỳ Word building 1
The word in capitals at the end of each sentence can be used to form a word th at fits
suitably in the b lank space. (See example):
Custom ers usually make a pho ne call or send a
fax to make a ........................................... R E S E R V E
1 I’m not sure of the exact dates yet so I'd like to make a
.............................................. booking for the 2 4th to 28th. P R O V I S I O N
2 They made a book ing for twenty people but it isn’t a
..............................................booking yet. C O N F I R M A T I O N
3 There are more guests than rooms. I’m afraid the hotel is
.................................................. B O O K I N G
4 I’m sorry, bu t there is n o .............................................. for
the honeym oon suite for the periodyou requứe. AV AI L A B L E
5 The records mu st have accurate inform ation so the staff
sh o u ld ...............................................them regularly. D A T E
6 The cus tom er has been taken ill so we’ve had a...............................................of the booking . C A N C E L
7 There’s no one in room 507 at the mom ent and
room 508 is a ls o ................................................. O C C U P Y
8 Hotels often do n’t ...............................................specific
rooms to spettfic guests until they arrive. A L L O C A T I O N
9 One o f the first job s to be done each day is to deal with
th e .................... ................................. C O R R E S P O N D
10 When filling in the reservations form, please make sure
tha t th e ............................................. arc written clearly. E N T E R
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Section 1: The front office
Fill in the missing words in the sentences below. Choose from the following. Use each
verb once only and rem ember to pu t it into the correct form. (See example):
calculate incur liaise settle
check out issue overcharge sign for
dispute itemize return vacate
At the end o f their slay guests at reception.
1 During their stay at a hotel, guests w il l.............................charges for the
services which they use in the hotel.
2 When a hotel guest eats in the hotel res tau ran t he/she will be asked to
.............................the meal before leaving.
3 Some ho te ls .............................a luggage pass to show th at paym ent has been
received and the guest is free to leave.
4 Guests usually wish to see exactly what they are paying for, so the hotel
sh o u ld .............................the bill to show each item separately.
5 M ost hotels ask euests who arc leaving t o .............................their rooms
before lunchtime.
6 A com pu ter also makes it much easier t o .............................any discount.
7 The reception ist will ask the gues ts t o .............................the ir bills before
leaving the hotel.
8 The receptionist w il l.............................any valuables which have been
deposited for safe keeping.
9 Guests m ay .............................a charge if they disagree with it.
10 In orde r to avoid prob lems the receptionist sh o u ld .............................with theothe r departm ents in the hotel.
11 Guests will be very unhappy if the h o te l.............................them and asks
them to pay more.
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Section 1: The from office
^ Two-word nouns
Use the clues to fill in the missing letters in the two-word nouns below. There is one
three-word noun!
1 R T i c D
2 E G E E
3 I G N I E N Y4 L E s 1 0 u c
R V ■ A G E N T ■s ■ E R6 s c E 1 G E
T R c H E Q u E s
8 ci
B
9 L G R 1 c c T
M M s s R11 N 0 s
1 e.g. Barclaycard, Visa or Access.
2 The num ber of Ge rman M arks for Am erican D ollars varies because of this.
3 No tes and coins from ano ther country.
4 You sign this when you pay by I above.
5 Tourists who boo k thro ugh an agent will use this as a form o f payment.
6 Often \ữ Va or 15% added to the restaurant bill.
7 These cheques are often used by overseas customers.
8 The m ost m odern system for prepa ring customers’ bills.
9 Cu stom ers who regularly use the hotel may pay this monthly.
10 The level o f administrative charges for changing money m ade by the hotel
or bank.
11 Paper money.
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S E C T I O N 2 : H O T E L S E R V I C E S
8Hotel facilities
Th e following guests have different wishes. In w hich section o f the room information
sheet should they look? Write the number o f each guest next to the corrcct section.
(See example):
1 Mrs Braun would like to have her blouse cleaned.
2 M r Murphy wants to know about buses to the airport.
3 Th e McNeills would like break fast in their room.
4 Christine Mo ore is feeling unwell.
5 Bob Dixon needs clean shoes for the morn ing.
6 Mrs Peterson has to be sure she gets up early tomo rrow morning .
7 Fio na Frelimo wants to call her friend in Barcelona.
8 Tom M oshi would like a soft drink in his room.
9 Tim M orrison w ould like tea in his roo m before going for breakfast.
10 M ary Redm an wants to know where to leave her car.
11 Eric and Jack w onder what they can do this evening.
12 David Blande wan ts to know the prices for different rooms.
INFORMATION
Room service ...... Tariffs
Telephone ...... Entertainment
Mini-bar ...... Shoe-cleaning service
Transport ...... Wake-up calls
Laundry .J.„ Garaging
Medical help ...... Early morn ing teas
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Section 2: Hotel services
Hotel accommodation
A M atch the plan on the left with its description on the right.
American Plan bed only
Demi-pension bed and breakfast
European Plan bed, bre akfa st and lunch or dinner
Continental P lan bed, breakfast , lunch and dinner
B Write the numb er of each room type on the correct picture.
1 single 2 double 3 twin 4 adjoining 5 doub le en suite
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Section 2: Hotel services
10 Out and about
Fill in the missing words in the sentences below. Choo se from the following. Use each
word once only, although there are more words than you need. Read the whole text
first before trying to fill the gaps.
attractions destination festivals nature
conveniences displayed galleries resort
countryside escorted guides ruins
courtesy events itinerary scenery
cruise excursions locality souvenirs
daily ferries museums
Visitors arriving at the hotel will be interested to know w hat is on offer. Many ho tels
will arrange (1 ) ....................................... tours by coach, or on foot to visit local
(2 ) ..........................................These may include his toric ( 3 ) .......................................... art
(4 ) ....................................... or ( 5 ) .........................................where objects from the past
can be seen.
Many people prefer to spend time o ut o f doo rs and like to travel into the
(6 ) ..................................... where they can enjoy and ph otogra ph the
(7 ) ......................................The hotel can arrange half-day or full-day
(8 ) ....................................and a detailed ( 9 ) .........................................will inform the
guests of the exact route which will be taken. G uests arc normally given some time to
visit shops where they of ten buy ( 1 0 )....................................... to remind them o f the ir
holiday when they return home. Alternatively, they may enjoy a
(1 1 ).......................................on a boat on a river o r canal.
During the year the re are many ( 12 )....................................... tak ing place in the
local area. Information about the time and place o f these should be
(13 ) ......................................in the hote l so th at guests are aware o f what is going
on. The hotel can expect to be very busy when national o r local
(14 ) ......................................are tak ing place. Some of these are famous all over the
world and attract many visitors.
12
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Section 2: Hotel services
11 Giving directions
Fill in the missing words in the sentences. There are several possibilities for some of
them.
1
Turn r ight ................. the bridge.
left.
Follow the ro a d .................the school.
Turn lef t .................Cuthbert Road.
The Post Office is a little way
....................................the right.
The ticket office i s ................. the
book shop.
Go s traig h t.
crossroads.
. at the
G o ........
see the church.
Blair A ven ue .................you
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12 Conferences 1
Fill in the following crossword.
Section 2: Hotel services
Across
1 The number of days a conference will 1
run.
2 The person who is invited to give a 3
talk at a conference.
5 The person giving a talk is asked to 4
........ the conference.
7 The docum ent used by the hotel to
list all the conference requirements.
(8, 5) 6
8 It ’s held once a year.
9 The p lace where a conference is held.
10 If there are problems, it may be
necessary t o ........ the conference
to a la ter dale.
Down
The people who come to a
conference.
The dales have not been confirmed,
they are o n ly ........ at the moment.
The week before Ihe conference
begins you have t o ........ all the
arrangem ents with the conference
organizers.
14
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Section 2: Hotel services
13 Conferences 2
Fill in the missing words in the sentences below. Choose from the following:
classroom opening ceremonies square metres
conference package overhead projector syndicate
conference programm e plenary theatre
estimated attendance seating capacity
hospitality room slide projector
1 When describing the size o f a room,
the maximum number o f people who
can sit in the room is known as the
2 Organizers will probab ly require
equipm ent for a conference; a
............................................................to
show photog raphs on the wall and an
..........................................to show dia
grams an d text.
El
3 A conference hotel will probably cal
culate all the costs o f the conference
and offer the custom er one total
price called th e ......................................
4 The size of room s is given in
6 Guests are welcomed in the
7 T h e ..........................................shows
the guests what is happening where
and when.
8 The expected num ber of guests is
known as th e .........................................
9 Conferences will require different
room layouts. A roo m for all partici
pants with only chairs is called
....................................style. If tables
are also provided, it is referred to as
...................................style.
1=1
□ □ □ a n□ □ □ □ □
c n c n C Z ) t m c n
10 Sm aller...........................................
rooms for small groups of two to ten
people may be needed too.
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Section 2: Hotel services
14 A letter of complaint
The following extracts are from two different letters, a letter making a com plaint and
a letter of reply, but they have got mixed up. Put them in the right order to produce
two correct letters.
When o ne o f my guests arrived the
waiter sat her at the wrong lable.
Later, the same waiter spilt a few
drops of red wine on another
guest's trousers. The final embar
rassment was when the waiter presented the bill to one of my guests
instead of me.
As a toke n o f our regret I enclose a
vouchcr for an evening meal for
two people and hope to welcome
you personally in the near future.
I am writing to com plain abou t the
service I recently received in your
restau rant while on a business trip.
Yours sincerely
Pierre Lancel
Restaurant Manager
Yours faithfully
Raymond S trang
Sales Manager
Dear Sir/Madam
10
II
I had invited four clients to join
me for lunch in your restaurant,
where I had expected to receive
the best service. Unfortunately. I
have a num ber o f complaints.
I am afraid that we were experi
encing staffing problems during
this period and had an inexperi
enced waiter working in the
restaurant. He has since left and
we are happy to say that we now
have only fully qualified waiters
serving o ur customers.
I feel that this is not the profes
sional service which I expect from
a top restaurant and I know that
you will wish to ensure that it does
not happen again.
Dear M r Strang
I was very sorry to read of the
problems which you experienced in
ou r resta uran t on yo ur recent visit.
letter of complaint letter of reply
□ □ □ □ □ □ □ □ □ □ □
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Section 2: Hotel services
15 The correct reply
Some guests are experiencing problems. M atch each prob lem (1 14) with a suitable
reply (a* n). Write the letters in the grid below.
1 This towel is damp.
2 The pillowcase is stained.
3 The shower curta in is tom .
4 I wanted a newspaper in my room.
5 The room is dusty.
6 Th ere’s a lot o f noise on the tele
phone line.
7 The m irror is cracked.
8 I think the hai rdr ier is faulty.
9 Th e window is stuck.
10 My suitcase is still in my room .
11 The waste-paper basket is full.
12 Th is light bulb is too weak for
reading.
13 The room is cold.
14 There’s no ashtray in my room.
a) I’ll get the chamberm aid to clean it.
b) I’ll have the hea ting tu rn ed up.
c) I’ll get someone to open it.
d) I ’ll have it brought down.
e) I'll fetch you a dry one.
0 If you tell me which one you read I’ll
have it delivered.
g) I’ll get you a clean one.
h) I’ll have il replaced.
i) I’ll have a stron ger one fitted.
j) I'll have one bro ught to your room .
k) I’ll have a new one pu t up.
1) I’ll have it checked.
m) I'll call the ope rato r and have it
checked.
n) I'll get someone to empty it.
1 2 3 4 5 6 7 8 9 10 11 12 13 14
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S E C T I O N 3 : H O U S E K E E P I N G
16 The bathroom
Look at the picture below and write the numbers 1-16 next to the correct word or
words.
bath tap ......
bath mat ...... plug toilet ......
bath towel toilet paper ......
glass wash basin ......
hand towel
mirror
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Section 3: Housekeeping
17 Furniture and fittings
Write the number of cach drawing next to the correct word or words.
banis te r
blind
bookcase
ceiling
coat hangercoat stand
cushion
curtains
curtain track
doo r handle
hairdrier
hinge
light switch
picture fram e
skirting
wardrobe
window-sill
11
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Section 3: Housekeeping
18 Name the place
Use the clues to fill in the missing letters. They are all places in hotel and catering
establishments. The first letter is given for each one.
1 Th e passageway between several rooms. c ___________
2 Gu ests can buy newspapers and magazines here. k ______
3 Here you can sit outside your bedroom in the sun. b __________
4 Bedding and clothes are cleaned here. 1 _________
5 A no the r wo rd for foyer. 1 ______
6 Guests can enjoy a long drink here. c __________ b
7 A bedroo m on a ship. c _____
8 Gu ests can leave suitcases here. 1 ____ 1 __________
9 It’s cool and dark where the wine is kept! c _ ___
10 Gu ests can eat and drink outside here. t _________
11 Gues ts can sit com fortably and relax here. 1 ________
12 Climbing these to the sixth floor is tiring. s ________
13 Gu ests attending functions hang their coats here. c _____________
14 A quick way to reach the sixth floor. 1_
15 Food is cooked here. k __________
16 The place for a wedding reception. b ______________ r _____
17 Food is prepa red here on bo ard an aircraft. g ________
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Section 3: Housekeeping
J The building
Choose the word which best completes each sentence.
1 The re staurant is closed for two m onths while it is b ei n g .....................................
a) renewed b) remade c) renovated d) reformed
2 There will be ten new bedroom s when the builders finish th e .....................................
a) extension b) extent c) enlargement d) utility
3 The chale ts have every thing a guest could require: they a r e .....................................
a) self-catered b) self-formed c) self-made d) self-contained
4 The building has fallen in to a sta te o f ...................................and now it needs a lot
of work doing on it.
a) despair b) dispersal c) disrepair d) distress
5 This room is very quie t as it’s no t at the front o f the hotel. It i s ...............................
a) back -looking b) rear-facing c) rear-looking d) back-facing
6 The building is very old and the management have spent a lot o f money
.................................. the original features.
a) restoring b) installing c) re-equipping d) servicing
7 We apologize for any inconvenience caused dur ing th e ...................................o f the
new swimming pool.
a) com position b) form ation c) assembly d) construction
8 The new res tau rant is to be built on t h e ...................................o f the old facto ry
which was pulled dow n three years ago.
a) site b) position c) ground d) basis
9 The present location of the restaurant is not good an d now M r M artin is looking
for ne w ......................................
a) places b) premises c) estates d) resorts
10 T h e ....................................aro und the hotel are beautifully planted with flowers.a) ear th b) floors c) grounds d) lands
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Section 3: Housekeeping
20 Cleaning
Ma tch th e definitions (1-14) with the verbs (a-n).
I Use a brush with a long hand le to remove dry dirt from
the floor. a) dry clean
2 Ma ke the furniture and floors shine. b) strip
3 Clean the floor with water and a small brush. c) sweep
4 Clean the floor with water and a cloth on a long handle. d) wet mop
5 Remove the dust from th e shelf with a wet cloth. e) replenish
6 Use water and soap powder to clean the linen. 0 launder
7 Remove the so ap w ith water. g) vacuum
8 Leave linen to stand in water for a few hours. h) po lish
9 Clean the bed cover without water. i) deep clean
10 Clean the carpets, chairs and sofas with a machine. j) rinse
11 Take all the used linen ofT the bed. k) dispose of
12 Put new soap and towels in the room. 1) soak
13 Take away the waste. m) damp wipe
14 Clean the carpets thoroughly. n) scrub
1 2 3 4 5 6 7 8 9 10 11 12 13 14
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Section 3: Housekeeping
21 Mixed up letters
Rearrang e the letters in brackets to form the correct words.
1 If silver isn't cleaned it will (ra sh itn) ...............................
2 D on 't touch the glass window or you will leave (finpitsgre rn).
3 Be careful if there is water on the floor as it will be (e rslyp pi ).
4 Children having a bath o ften (s h la sp)...............................
5 Na sty smells in a room are known as (rs oo ud ) ..........................
6 D on ’t use these (r as ab ev i).............................cleaning agents because they will
scratch the surfacc.
7 Machines which make work quicker and easier are know n as (lou bar - avngsi)
.............................- .............................. devices.
8 In some areas o f the country the water is hard an d leaves (emil sleca)
............................................................on baths.
9 Sometimes white co tton becomes yellow or grey and you can use (blchae)
to whiten it again.
10 If red wine is spilt on the carp et, it will leave a (n si ta ).
11 Some waste, e.g. paper and em pty cans, can be sold an d, therefore, has a
(salgcav).............................value.
12 Old pieces of metal may leave brow nish (s tu r) .............................marks on fabrics.
13 (entss vo l).............................are used to remove m arks which will no t com e out
in water.
14 There will only be light (s oa ge il) .............................on c arpets which are seldom
used.
15 A special leather, which is used for clean ing windows, is called a (amchios)
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Section 3: Housekeeping
22 Hotel systems 1
Fill in the missing words in the texts below. Cho ose from the following:
drains humidity sewer u-bend
extractor insulated tank ventilation
filters pipes th erm osta t
grill radiator
Air
In large building complexes, fresh air will be supplied to rooms through an air-condi-
tioning system. This provides ( 1 ) .................................. in each room so that guests can
brea the co mfortab ly and also co ntrols the (2) ................................... so th at the air
doesn’t contain too much moisture. In cach room the opening to the air-conditioning
system is covered with a ( 3 ) .....................................
In kitchens, steam an d smells are sucked o ut by an ( 4 ) ...................................which
conta ins (5 ) ...................................to remove any harmful gases.
Central heating
Heating may be und crf loor or a ( 6 ) ...................................may be fitted to the wall in
each room. The temperature in the room can be controlled by means o f a
( 7 ) ...................................which will ma inta in a con sta nt tem perature. A n efficient sys
tem will be well (8 ) ...................................so th at energy is not lost.
Water
Water requ ired for a b uilding may be stored in a ( 9 ) .......................................Water is
supplied to each room through (10) ....................................... Waste water is removed
through (1 1 ) ...................................which en ter a m ain ( 1 2 ) .....................................outside
the building.
Un der baths and basins a (1 3 ) .................................. stops smells entering the room.
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23 Hotel systems 2
Section 3: Housekeeping
Fill in the missing words in the text below. Choose from the following:
appliances flex overloaded socket
current fuse plug wiring
electrician kilowatt hours
Electr ic ity
A haird rie r or an electric shaver are examples o f electrical ( 1 ) ......................................
They have a ( 2 ) .......................with a (3 ) .................................... at the end which fits into
a ( 4 ) ......................... in the wall. If there is a fault, the electricity supply will be cut by
a (5 )..... ........
The a m oun t o f electricity used is measured in ( 6 ) ...................................... The e lectri
cal (7 ) .................................. in Britain is 240 volts, while in many European countries
it is 220 volts. If too many pieces of equipment are connected to one supply, the
system may be (8) ................................... and there is a danger of fire. When prob
lems arise, a qualified (9) ................................... should be called to check the
(10) ................................ ....
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S E C T I O N 4 : F O O D A N D D R I N K
24 Fruit
Write the num ber o f each p icture next to the correct word or words.
apple
banana
blackcurrants
cherries
grapes
kiwi fruit
lemon
melon
orange
papaw
pass ion fruit
peach
raspberries
star fruit
strawberries
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Section 4: Food and drink
25 Vegetables
Write the num ber o f each picture next to the correc t word or words.
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Section 4: Food and drink
26Classifications
Write one nam e for each o f the following groups. (See example):
1 milk, cream, butter, yoghurt
2 alm ond , brazil, pistachio, cashew
3 harico t beans, lentils, chick-peas, soya beans
4 sage, parsley, thyme, basil
5 ginger, cinnam on, cloves, turm eric
6 pork, lamb, beef, mutto n
7 sultanas, currants , raisins, prunes
8 choux, flaky, puff, short
9 royal, glacé, satin, butte r
10 spaghetti, tagliatelle, ravioli, lasagne
11 cod, perch, trou t, salmon
12 tea, coffee, orang e juice, cola
13 claret, rioja , Chianti, sekt
14 pheasant, grouse, venison, rabbit
15 conso mm e, cock-a-leekie, bro th, chowder
16 gouda, Stilton, camembert, parmesan
17 mussels, oysters, scallops, prawns
18 gingerbread, gateau, sponge, Swiss roll
19 hollandaise, bechamel, mom ay, Bcam aise
20 wheat, rye, oats, barley
Proci <i cJ ;J L
n ____
p -----------
h _____
s _______
m ____
d _____ f _______
p a --------------
i _______
p ---------
f ____
b ____________
w ______
g ------
s _____
c _________
s _________
c ______
s _______
c e _ .
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Sectwn 4: Food and drink
Taste
Fill in the missing words in the sentences below. Choose from the following:
bit te r delicious hot so ur
bland dry rich spicy
burn t greasy savoury sweet
1 The skin o f an orange tastes q u ite .........................
2 Food cooked with chilli i s .........................
3 Food cooked with a lot o f cream is v e ry ..............
4 Sugar and honey will make a d is h .........................
5 Indian food i s .........................
6 If you forget the salt and pepper the food will be
7 Lemon juice i s .........................
8 The ma in course cooked with salt and spices is ..
9 Too much fat used in cooking can make the dish
10 A dish without enough liquid is .........................
11 A dish cooked to perfection will b e .......................
12 Toast cooked too long tas te s .........................
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Section 4: Food and drink
28 Cooking
Rcplace the words in bold type in sentences 1 14 with a single word from the list a-n .
Write the letters in the grid below.
1 The bread should be cooked in dry heat in the oven for
about fifty minutes.
a) dice
2 When roasting meat it should be covered with melted fat
regularly to keep the meat inoist. b) minced
3 Decorate the vegetables with some parsley. c) deep fry
4 Be very carefu l to cook slowly, just below boiling point. d) season
5 The meat for this recipe shou ld be cut into very small
pieces. e) poached
6 One method o f cooking fish is to cook it in lots of very
hot fat. 0 baked
7 Could you remove the skin and bones from the fish
before cooking it. g) garnish
8 When the po tatoes are cooked you can crush them to a pulp. h) flavour
9 Remove the outside skin of the potatoes , please. i) defrost
10 Gues ts may like eggs which have been broken into boiling
water and vinegar. j) mash
11 Increase the temperature completely before coo king the
frozen chicken. k) peel
12 Cut the carrot into small squares. 1) fillet
13 Add salt and pepper before serving the soup. m) simmer
14 You can improve the taste of the sauce with vanilla. n) basted
1 2 3 4 5 6 7 8 9 10 11 12 13 14
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Section 4: Food and drink
29 Utensils
Write the num ber o f each drawing next to the word o r words.
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Section 4: Food and drink
30 Phrasal verbs
Choose one definition from the box for each of the phrasal verbs in bold type in the
sentences below.
become continue not have any left
become popula r find som ething in a require
becom e rotten book take control
break a prom ise learn
cause (an object) to fall look a t againto the ground
1 Stop wasting time and get on with your w o rk ...................................................
2 I’ve ju st been down to the store and we are out of flour.
3 I f this milk isn’t put in the fridge it will go o f f ....................................................
4 If you’re not sure o f the quantitie s to use, look it u p ...................................................
5 When I ’ve prepared th e sauce, you can take over and com plete the dish.
6 I’ve explained this once already but let’s go over it to make sure you understand .
7 It looks very complicated bu t you’ll soon pick it u p ....................................................
8 This machine has broken down again. We could really do with a new one.
9 If vou continue to bea t the cream, it will turn into butter.
10 D on ’t p ut that bowl there. Someone will knock it over..............................................
11 You promised to coo k tom orrow and you can ’t back out of it n o w .........................
12 I don ’t think beer with raspb erry will ever catch on! Do you?
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Section 4: Food and drink
31 Hygiene
A Complete the table. (See example):
Verb Noun
1 to consume c o n s u s n c s ' / O ơ n $U 4 n j2 tĩ ơ ìX
2 cleanliness/cleaner
3 to poison
4 infection
5 to disinfect
6 sanitation/sanitizer
7 store/storage
B Now use words from the table to com plete the following sentences.
1 Nowadays , it is necessary t o ....................................knives, chopping boa rds
and other pieces of catering equipment.
2 Kitchen stair are not allowed t o ....................................alcohol while they are a twork in the kitchen.
3 A ....................................can be ad ded to water fo r clean ing the f loo r in o rder to
remove germs.
4 The kitchen por ter is responsible for hygiene a n d ....................................in the
kitchen.
5 A cu t on the finger must be cleaned very carefully to s to p .....................................
6 A cool, dark, dry room is ideal t o ....................................many dry food stuffs.
7 Frozen chickcns must be defrosted completely before cooking to preven t food
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S E C T I O N 5: F O O D S E R V I C E
32 A menu
Write each o f the following dishes in the app ropriate section o f the menu.
Bavarian Apple Strudel
Braised Leg of Lam b
Broccoli with Hollandaise Sauce
Cauliflower with Almonds
C he f’s Pâtés
Chicken Vichy
Cold Chocolate Souffle
Crème Caramel
Entrecote Steak
Escalope o f Veal
French Onion Soup
Herring and A pple Salad
Layered Vegetable Terrine
Le af Spinach with D iced Bacon
Okra and Courgettes in Lentil Sauce
Pear Hélène
Potato Croqu ettes
Prawn and O range Cocktail
Roast Pheasant en Croũte
Roast Po tatoes
Salad Marguery
Sweet C om Chowder
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Section 5: Food service
T HE W O O D L A N D *
Q /fte w u
Appetisers
•O'
Salad
•O'
Entrees
Vegetarian Dishes
■ o
Vegetables and Side Dishes
Desserts
Coffee
Jf
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Section 5: Food service
33 Service items
Fill in the following crossword. Each answer is an item found in the dining room.
Across
1 Used to open the wine bottle.
4 It hangs over the waite r’s arm . (7, 5)
5 Fit the five candles in this.
6 Cheese is served on this. (6, 5)
7 The team of people working in the restaurant.
8 Ca rry the plates on this.
10 Carry the drinks on this.
11 White wine should be placed in this to reduce the temperature. (4, 6)
12 Put water or milk in this.
13 Cigarette smokers will need this.
14 Soup is served from this.
15 The fold marks in the tablecloth .
16 Salt and pepper set.
19 Serve the toast in a to a s t ...........
20 Used to open a bottle of beer. (6, 6)
23 The gues ts use this to clean their fingers. (6,4 )
24 The best quality cloth for table linen.
Down
1 One word for plates, bowls, cups, etc.
2 One word for knives, forks, spoons, etc.
3 A noth er word for seasoning.
7 Bread is served in a br e a d .............
8 Used for lifting asparagus.
9 It stops the tca-leaves eoin g into the cup. (3, 8)
10 It holds necessary items and provides a work surface for the waiters.
15 One place for one person at the table.
17 Sweets can be wheeled to the table on this.
18 Used to break the shells of nuts.
21 Serve a boiled egg in this. (3, 3)
22 Place this on the plate u nder the biscuits.
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Section 5: Food service
Family
French
Gueridon
Mixed
Plate
Russian
Silver
1 All the food is served in serving dishes which are placed on the table so that the
guests can help themselves.
2 The food is pu t on the individual plates in the kitchen.
3 Th e guests help themselves from serving dishes which are held by the waiter.
4 The waiter serves the food a t the table from a serving dish, using a spoon and
fork.
5 Th e waiter serves the food from a serving dish using a fork and a spoon , while
standing at a side table.
6 The waiter carves, fillets or cooks food at a side tabic and then places the food on
a plate.
7 The main food is pu t on a p late in the kitchen and the vegetables arc pu t on the
table in serving dishes so that the guests can help themselves.
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Giving service
Section 5: Food service
Complete the dialogues below. Choose from the following. Use each line once only.
a) Ice and lem on with the gin. sir?
b) And what would you like to drink?
c) If you like fish, I can recommend the salm on steaks. Th e salmo n is fresh from
Scotland.
d) D ry or medium?
c) I’m sorry, bu t we’re ou t o f pineapple juice. We have orang e or apple.0 Are you ready to order, madam?
In the restaurant
WAITER: (1 ) ................................................................................................................
GU EST : I’m still looking. W hat can you recommend?
WAITER: (2 ) .................... ...........................................................................................
GU EST : I’ll have the salmon, then.
At the bar
WA ITER: Yes, sir?
GUEST: A gin and tonic and a cam pari orange, please.
WAITER: (3 ) .......................................................... .....................................................
GU EST : Yes, please. And a glass of white wine, please.
WAITER: (4) ..........................' ............................... ..................................................
GUE ST: Dry, please.
In the snack bar
WA ITER: Hello. Are you ready to order?
GUE ST: Yes, I think so. We’ll have one cheeseburger an d one hamburger.
WAITER: (5) ....................................................................................................... 1 . . .
GU EST: I’ll have a pineapple juice and a m ineral water for my girlfriend.
WAITER: (6 ) ............ ...................................................................................................
GU EST: Orange, please.
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Section 5: Food service
36 A breakfast tray
Look at the picture below and write the numbers 1-12 next to the correct word orwords.
butter dish ...... jam dish
coffee pot ...... sugar bowl ......
cup ...... saucer
dessert plate ...... toast plate ......
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Section 5: Food service
37 How to be polite
Read the direct phrases, then write them more politely. Choose from the following:
Could you Please Would you like me
Shall I May I suggest There’s been a slight
I’m afraid Would you mind misunderstanding
Would you like Actually Just a moment
Direct
1 Wait a minute!
2 We haven’t got any left.
3 Sit dow n, please.
4 You’re wrong. I’m not the head waiter.
5 D o you wan t some water?
6 Move to ano the r table!
7 Confirm that tomorrow, please.
8 D o you wan t a taxi?
9 You’ve got the w rong date.
10 Try this organ ic wine.
11 Do you want my help?
More polite
.............................. ....... .
please.
......................................................we
haven’t got any left.
............................................ take a seat.
............................... I’m not the head
waiter.
......................................................some
water?
moving to ano the r table?
confirm th at tomorrow, please?
......................................................to get
you a taxi?
.....................................abou t the date.
......................................................that
you try this organic wine?
................................................help you?
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S E C T I O N 6: R E S P O N S I B I L I T I E S
38 Safety first
Write the num ber o f each picture next to the correct word o r words.
©accident report book
ambulance
ban da ges
cotton wool
fire alarm
fire bucke tfire escape
fire notice
first aid box
plasters
smoke detector
sprinkler
warning sign
©° I N T H £ C A S E ° f
FIRE
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Fire procedures
Section 6: Responsibilities
Fill in the missing words in the fire notice for hotel employees. Choose from the fol
lowing:
brigad e evacuate lifts smoke
drill exit raise spread
doors extinguish safe
enter extinguisher
1 Ask guests to check where the nearest f i re..............................is
located as soon as they find their room.
2 There will be fi re.............................. for everyone working in the
hotel every six months.
3 All f ire..............................must be kept closed at all t imes as they
will stop th e..............................of a fire.
4 If you see a small fire, you should try t o ..............................it.
5 If it is an electrical fire, do not use a water f ire................................
6 If it is a large fire................................the alarm immediately.
7 Do not use th e.............................. if there is a fire.
8 If there is a lot o f ................................ cover your mouth and nose
with a handkerchief.
9 ..............................the building as quickly as possible.
10 Do not allow anyone t o ..............................the building.
11 Check that everyone i s ................................
12 Phone for the f i re................................
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Section 6: Responsibilities
40 Unwelcome guests
Match th e criminals (1-12) with the crimes (a I). Write the letters in the grid below.
1 He stole a hand ba a in the foyer.
2 He said his name was Lord Pra tt but after a three-week
stay in the hotel he disappeared w ithout paying.
3 There was some money lying on the desk so she too k it.
4 He sexually attacked a woman.
5 He w as holding a gun as he told the cashier to give
him a ll the money.
6 She sold heroin to someone in the hotel.
7 He dran k too m uch whisky and made a lot o f noise.
8 She ma de false copies of American dollars.
9 He se t fire to the hote l because he was angry withthe manager.
10 He attacked an d robbed a lady in the corridor .
11 He broke the toilet and basin and sprayed pa in t on
the wall.
12 He brok e a window at night and stole valuable items
and money.
a) forger
b) drug pu sher
c) burglar
d) drunk
e) opportunist
f) rapist
g) mugger
h) arsonist
i) thief
j) vandal
k) armed robber
1) fraudster
1 2 3 4 5 6 7 8 9 10 11 12
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Section 6: Responsibilities
41 Word building 2
The word in capitals at the end of each sentence can be used to form a word that fits
suitably in the blank space. Fill each blank in this way. (See example):
The hotel asks guests not to leav e .....y
pieces o f jewellery in the room .
1 This area o f the hotel is only f o r ...................................
personnel.
2 The managem ent must do all it can to...................................the hotel guests.
3 Burglar alarms often work as a ..................................and
stop burglars even thinking ab ou t break ing in.
4 Th e receptionist called the police because there was a
strange woman behaving v er y ......................................
5 The managem ent hope that compu terized door locks
w il l...................................thieves from getting in to
hotel rooms.
6 It ’s always possible that the money has been stolen by
a .................................. mem ber o f staff.
7 Valuable items should be marked with
...................................codes which the thief ca nn ot see
bu t which can be seen under u v light.
8 Every mem ber of staff shou ld be alert and if they
...................................any thing strange they should
report it immediately.
9 Never accept a cheque w ith o u t.....................................
10 Before you leave the building you must make sure that
all the doors a r e ...................................locked.
11 Mem bers o f stafT who prove themselves to be
will be given more responsibility.
V A L U E
A U T H O R I T Y
P R O T E C T I O N
D E T E R
S U S P I C I O U S
P R E V E N T I O N
H O N E S T
V I S I B L E
O B S E R V A T I O N
I D E N T I F I C A T I O N
S E C U R E
T R U S T
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Section 6: Responsibilities
42 Legal words
Use the clues on the left to fill in the missing letters in the legal words on the right.
1 The laws which businesses must observe.
2 To be responsible if someone is injured
in the restaurant.
3 To refuse to let someone come into the bar.
4 Someone who buys something.
5 Someone who sells some thing.
6 A n official agreement between two parties.
7 Th e person who owns the hotel.
8 You pay this if you are caugh t breaking the law.
9 You m ustn’t sell alcohol to som eone un der
the age of 18 because it’s ...
10 Official perm ission to sell alcohol.
11 The person who has permission
to sell alcohol.
12 Allow someo ne to enter a club.
13 To enter the private areas of the hotelwithou t permission.
14 Th e length o f time spen t in prison.
15 Leaving dan gerous chemicals where
children could find them.
16 The police will do this to law breakers.
17 You must repor t serious accidents. It’s .. .
_ E G I S L A T I O _
_ I A B L _
_ X C L U D _
_ U R C H A S E _
_ E N D O _
_ O N T R A C _
_ R O P R I E T O _
_ I N _
_ R O H I B I T E _
_ I C E N C _
_ I C E N S E _
_ D M I _
_ R E S P A S _
_ E N T E N C _
_ E G L I G E N C _
_ R O S E C U T _
_ O M P U L S O R
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Section 6: Responsibilities
43 What do they mean?
Cho ose the best meaning for each of the following phrases.
1 to comply with the law
a) to d o things as the law states
b) to change parts o f the law
c) to com plain abo ut the law
2 unfit for hum an consumption
a) the food should n ot be eaten
b) th e food is good fo r giving energy
c) the food is being prepared
3 must be used solely for the purpose o f
a) should not be used too often
b) should only be used for
c) must no t be used
4 intoxicating spirit
a) drinks which contain alcohol
b) drinks w hich have over 20%
alcohol
c) drinks which have over 30%
alcohol
5 to be needlessly exposed to risk
a) some machines could be dangerous
b) you m ustn ’t show prob lemsc) there are unnecessary dangers
which could easily be removed
6 to sustain personal injury
a) to get an insurance policy
b) to be hurt
c) to get prom otion
7 to make available for inspec tion
a) to find time to m aintain the
machines
b) to ar range to clean th e machine
c) to let inspecto rs see what they wish
8 in the event o f an accident
a) after an accident
b) if there is a n accident
c) avoid accidents
9 persons frequenting the premises
a) people cleaning the hotel
b) people outside
c) people using the hotel
10 a breach of contract
a) an action which breaks a contract
b) an action which cancels a contract
c) an action which is included in a
contract
11 to be legally obliged to do some thing
a) you must do it
b) it is a llowed to do itc) you shouldn’t do it
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Section 6: Responsibilities
AA Carriers of disease
Write the num ber o f each picture next to the correct word o r words.
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Section 6: Responsibilities
45 Health and hygiene
A M atch the verbs in the left-hand column with a word or phrase from the right-
ha nd colum n. (See example):
ha rb ou r V. infection
come diseases
dispose separate
transm it into contact with
spread pain
keep ^ germs
relieve of waste
prevent food
contaminate accidents
B Fill in the missing words in the sentences below. Choose from the combinations
in A.
Don’t leave wet towels or cloths lying in a warm corner because this is how you
will
1 D on ’t spray fly killer in the kitchen or you c o u ld .............................th e ...................
2 If you are s tung by a wasp, p ut this cream on t o ......................t h e ...........................
3 T o .......................................................happening don’t leave things lying on the floor.
4 If you are handling dừ ty linen, wash your hands regularly so that you do n’t
5 If y o u ..............................................................................................animal droppings,
please wash your h ands immediately.
6 T o .............................................................safely, place it in these plastic bags and tie
them securely.
7 In the fridge please .............................raw meat and chees e..................................
8 In tropical climates it is possible to ........................ s o m e ......................... drinking
water.
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S E C T I O N 7 : M A N A G E M E N T
46 Employment
Fill in the crossword. Each answer is to do with employment.
Across
1 A person who is in employment.
4 This type of job is only for a few hou rs a week. (4 .4)
7 The ex tra money left by guests.
8 If you work extra hou rs you get paid this.
10 People who are happy at work have j o b . . .
12 The manager appointed him to the . . . of head waiter.
13 The m ore jobs you do and the longer you work, the more o f this you get.
15 The extra money tha t workers get from the managem ent as a special thank you.
16 Th e meeting when you discuss a possible new job.
18 If you decide to leave the job , you have to . . .
20 A hotel which is very busy in the sum mer will need . . . workers.
21 To get the best results from workers, the personnel manager mu s t . . .
them.
23 Before you go to discuss a new jo b you make an . . .
25 This money is paid to people who have reached the official age to stop working.
26 Someone who has written to ask for a job.
Down
1 The person o r company who employs you.
2 To find suitable people and employ them is to . . .
3 This is a percentage o f what you can earn which you pay to the State. (6, 3)5 When people reach the official age to stop working they . . .
6 People have these if they have studied and passed professional exams.
7 A noth er way of saying ‘to em ploy’. (4, 2)
9 When the manager has found a new chef, he wil l. . . him to the position.
10 The housekeeper has to . . . the work of the cleaning stafT.
11 People who are paid weekly are paid . . .
14 When you move up to a more senior position, you g e t . . .
17 The time that you start work is the time you come . . . (2, 4)
19 A word for all the people who work in the hotel o r restaurant.
22 Write a letter and . . . for the jo b if you are interested.
24 When you work, you . . . money.
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1Section 7: Management
1
2 3
4 5 6 7
8 9
10
11 12 13 14
15
16 17
18
19 20
21 22
23 24
25
26
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Section 7: Management
Whose job is it?
Write the num ber o f each description next to the correct person.
advance reservations che f ..... pantry maid
clerk ..... dispense barten der ..... pastry cook
banqueting enquiry clerk ..... personnel manager
manager ..... head waiter ..... receptionist
cashier ..... housekeeper ..... waitress
cellarman ..... house porter .....
1 Someone has to make sure tha t everything in the guests’ rooms is in order.
2 M r and M rs M urphy would like to discuss arrangements for their daug hter’s
wedding reception.
3 Th e guests’ bills need to be prepared.
4 Someone has to make sure there is enough wine, beer and spirits.
5 The sheets and towels have to be taken upstairs.
6 Four guests have ju st entered the restaurant.
7 Th e waiter wants wine and beer for his tables.
8 A special cake should be mad e for the function.
9 The busy summer season is approaching and more staff are required.
10 Someone should plan the cook ing times for dinner.
11 This letter boo kin g two rooms for next mon th needs a reply.
12 Someone has to welcome guests and complete the registration form.
13 Someone has to prepare early morning teas.
14 Guests at table 8 are ready to order.
15 A lady on the telephone wants to know if there is a room available at the
weekend.
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Job advertisements
Section 7: Management
Find words or phrases in the advertisements below which mean the following.
1 only for im po rtanl people ..............................
2 an ap pl ica nt’s list o f qua lifica tions an d experience ..............................
3 equipped .............................
4 minim um o f ..............................
5 looking for .............................
6 not newly started .............................
7 chances of prom otion .............................
8 ex tras to wages/salaries .............................
9 ap pl ican ts .............................
10 able to develop new ideas .............................
11 at the sta rt .............................
12 salary/wages higher than at other ho tels .............................
GREAT HOTEL CHEF
Enthusiastic and energetic chef
Receptionists required to initially work withThis exclusive hotel in the heart chef/proprietor and later take
of the city is seeking candidates over established restaurant. The
who are enthusiastic and innov- kitchens are fitted out to the
ative. We offer excellent benefits, highest standard. We are locally
great prospects and competitive known for our fish specialities.
pay. Candidates must have at Own flat available.
least two years’ experience. Write enclosing c.v. to John
Please call Linda Bolam on Bloggs, The Woodlands, Way-0192 13579 side Road, Oakton MN13 9EJ
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Section 7: Management
49 Positive thinking
Here are thirty words or phrases which arc used to describe hotels and their facilities.Write each word or phrase in the appropriate column below. There are six words in each.
appetizing grand popula r family
beachside gourmet romantic
beautifu lly decora ted highly recommended spacious
bright home cooked tastefully fu rn ished
central hospitable traditional
cheerful ideally placed tranquil
conveniently situated majestic welcoming
delicious mouth watering well appointed
elegant peaceful well located
nourishing picturesque se tting well ru n
Rooms Location Food
Hotel Atmosphere
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Section 7: Management
50 Marketing
Choose the word which best completes each sentence.
1 One way to find out about your customers, their needs and how much money
they are willing to spend is to ask them to co m ple te ......................................
a) an inquiry form b) a questionn aire c) a book ing form.
2 To be successful the outle t m u s t....................................the needs o f the customer.
a) satisfy b) provide c) decide
3 One way to tell the public tha t the outle t exists is b y ....................................
an advertisement in the local newspaper.
a) giving b) advertising c) placing
4 Some com panies may decide to advertise all over the country in an advertising
a) campaign b) survey c) action
5 When there isn't much business, the res tau ran t may advertise a special
....................................to increase sales.
a) order b) offer c) market
6 If food is attractive ly displayed, cus tom ers will b e ....................................to buy.
a) forced b) treated c) tempted
7 It is up to the sta ff to create a g o o d ....................................of the re stauran t.
a) image b) side c) reflection
8 Free badges, hats, T-shirts, and book m atches are examples of
....................................material.a) selling b) potential c) prom otion al
9 A res tau ran t will lose sales if it gets b a d ....................................in loca l newspapers
after an accident.
a) pub lication b) public c) publicity
10 On the oth er ha nd , a new sp ape r....................................abo ut the excellent food and
service will increase sales.
a) story b) advice c) article
11 In large tow ns you have t o ....................................w ith oth er outle ts.
a) comp ete b) com petitor c) com petition
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Section 7: Management
51 Computer systems
Rearrange the letters in brackets to form the correct words.
1 A com puter is an ideal mach ine for (stn gi or ) ........................... information about
reservations.
2 Once the inform ation ab ou t reservations has been entered , othe r (licappionsat)
....................................can be added.
3 In bo th the back office and at reception the information can be viewed throug h
( D U V s )...........................
4 The reservations clerk can type in information using a (yekdbo ar)
5 Th e reservations clerk can then see the informa tion on a (enescr)
6 In orde r to speed up the process and simplify the system, the hotel will use
(cesdo) .......................................
7 Th e necessary information fo r reservations will be shown in a (mune)
.....................................display.
8 It is only sometimes necessary to have written inform ation on pape r in the form
of a (pro u tin t) .......................................
9 If inform ation were lost it would be catas troph ic so all inform ationshould be
(edbakc pu ) .......................................a t regular inte rvals and stored on (skid)
..................or tape.
10 Some hotel groups have designed their com pute r systems to (infactere)
....................................with telex, airline networks an d travel agents.
11 When a guestregisters at the hotel, the information can be entered straigh t away
and later (callreed)....................................if requested.
12 A (ordw -pressingoc) ......................... - ...........................fac ility on a compu ter
allows office staff to quickly produce letters.
13 Co m puters a re also used in bars where exact am oun ts of spirits are dispensed
by (opctis) .......................................
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14 In the re staura nt o r bar, custom ers’ bills can be calculated quickly and accurately
at the electronic (pinto fo selas)............................................................
15 It is also possible for custom ers’ orders to be keyed into the com puter at the
table through a hand-held (minalrte) .......................................
16 Linen control has been greatly improved with an identification system which
uses (bra des co ) .......................................
17 Messages can be sent and received by hotel sta ff and gues ts by using (elonictrec
mali)..................................
18 Written messages as well as drawings and d iagram s can be sent through the
telephone system using a (xfa) ..........................
19 Many hotels are trying to increase security by using a (kye ardc temssy) ..........
.....................................which records every time a lock is opened an d by whom.
Section 7: Management
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S E C T I O N 8 : F I N A N C I A L A F F A I R S
52 Office items
Write the num ber o f each picture next to the c orrect word or words.
bulldog clip
calculator
desk diary
diskette
hole punch
notepad
pla nner
prin te r ribbon
ring binder
ruler
stapler
suspension file
trays
window envelope
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At work in the office
Section 8: Financial affairs
Fill in the missing prepositions in the sentences. Choo se from the following. Some o f
the prepositions are used more tha n once.
about for from o f off on ou t to with
1 Could you take ca re ...........the seating arrangements for the conference?
2 Mrs Brown has co m pla ine d ...........the foo d ............ the m anager.
3 The num ber of stafT d ep en ds ........... the season.
4 Something seems to have ha pp en ed ...........this plant. It’s dead!
5 We still haven’t h e a rd ........... those clients abo ut w hat flowers they w ant.
6 I ca n’t find the keys and I’ve lo o k ed ........... them everywhere.
7 I ’m re lyin g ...........you to so rt ............ this p roblem peacefully.
8 I’ll think ...........how to prom ote you r idea of a Japanese night, and w e’ll discuss
it later.
9 We should provide our cle an ers ...........new uniforms.
10 I’m glad you reminded m e ........... the meeting. I’d forgotten!
11 Any telephone costs will be ad d e d ...........the bill.
12 Ch ef won’t pu t u p ...........any nonsense in the kitchen.
13 These new Computer key cards should cut d o w n ...........electricity costs as they
turn the ligh ts ...........as soon as the guests go out.
14 The manage r is very plea se d ...........this m onth ’s sales figures.
15 Ou r restaura nt is fa m ou s ........... its fish dishes.
16 It's been so cold that the re’s been no d em an d ...........soft drinks.
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Section 8: Financial affairs
Handling Stock
A Fill in the bin card headings. Cho ose from the following:
ba lance item price suppliers
date maximum quantity type
in minimum reference unit
75 cl bottle
• Amont i l lado ...................: £2.53
Out
1St Oct JB 24 24
2nd Oct BP 6 18
4th Oct JB 3 15
6th Oct JB 24 39
7 th Oct BP 10 29
Re-order point: 24 Classic Wine Importers
R e-o rd er................. •24 Ltd
B Update the card with the following information.
1 On 8th Octobe r 8 bottles were issued by John Bridges.
2 On ] 2th O ctober 24 bottle s were received from the supplie rs by Joh n Bridges.
3 Ba rbara Palm took 10 bottles on 13th October.
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Section 8: Financial affairs
Business documentation
Use the clues on the left to fill in the missing letters in the w ords on the right.
1 A m em ber o f staff writes this when goods
are running short and are now required. R E Ọ u _________
2 This information is then sent to an external
suppl ier as an off icial . . . O R ____
3 When th e goods are delivered, this list o f
goods is often enclosed. D E _________ N
4 A fter delivery the supplier sends this list
of goods giving qua ntity an d price.
5 If you pay within seven days, you can often get a
6 If you buy regularly from the local bake r he may
allow you a . . .
7 At the end of the m onth m ost suppliers send outthis list of everything bo ugh t and all money paic
8 If goods have to be returned to the supplier he w
send this to adjust the amount of money due.
9 This will be sent if a customer does n’t pay
his/her account.
I N _______
c__DI______
T R ____ D I _________
S T __________
c __________ N ___
R _______ D E R
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Section 8: Financial affairs
56 Facts and figures
Write the number o f each picture next to the correct word o r words.
addition
average
balance
bar graph
cheque book
counterfoil
entry
line graph
multiplication
paying-in book
pe rcentage
pie chart
purch ase acco unt
table
total
BELL’S BAKERY
Date Details D c B —
19.4 300 rolls 25.70 25.70
23.4 21 loaves 18.50 44.20
30.4 payment 44.20 0.00
( 4) 24+6=30 ( 5)
(? ) 3x15=45
- - restaurant
Week 1 21
Week 2 34
Week 3 8
Week 4 7
4j 80
“20
@ 76%
S ales Room Restaurant Bar
Jan 3964 2097 673
Feb 3840 2001 742
Mar 4004 1876 890
Apr 3504 1903 655
May 3372 2002 677
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Accountancy terms
Fill in the missing words in the sentences below. Choose from the following:
Section 8: Financial affairs
cash float debit petty cash book
credit debtors po sted
credit cus tomer accounts double entry pu rchase ledger
creditors payroll visitors’ pa id -o uts
1 Most companies use a system of accounting known as
2 Th is divides the page into two colum ns which arc called
......................... a n d .............................
3 Suppliers who have no t yet received paym ent for goods which they have already
delivered a r e ...................................................
4 Customers who have not yet paid the ir bills a r c ...................................................
5 The accounts of suppliers to the hotel are kept in th e ................................................
6 The accounts o f custom ers arc know n a s ...................................................
7 When figures arc moved from one account to ano ther they are
8 All the information needed to pay staff wages and salaries is on the
9 Small am oun ts of cash which are paid out are recorded in the
10 Small items o f cash which are paid o ut on behalf o f a guest arc called
11 At the start o f each day the bar and restau ran t stafT are given a fixed am ou nt of
cash which is called a ...................................................
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Section 8: Financial affairs
58 Final accounts
Match the words (1 13) on the left with their definitions (a-m ) on the right. Write the
letters in the grid below.
1 Profit and Loss Account
2 Trading Account
3 Balance Sheet
4 Fixed assets
5 C urrent assets
6 Long term liabilities
7 Current liabilities
8 Bad debts
9 Depreciation
10 Budget
11 Overheads
12 Stock
a) Includes cash in the safe and in the bank .
b) Bills which will never be paid.
c) When sales equal costs - no profit or loss.
d) Includes rent, telephone, gas,advertising.
e) Shows the gross profit at the end o f the year.
0 Furn iture, kitchen equipment, crockery, etc.
g) Food, liquor, and tobacco still in store.
h) A statemen t at the end o f the year showing
how the com pany is financed.
i) Borrowed money which will be paid back
over a long period o f time.
j) M oney which will be paid to
suppliers soon.
k) Reduction in value of machines and
furn iture over several years.
1) Shows the net profit after electricity, lent,
stationery, etc. has been deducted.
13 Break-even point m ) Planned financial figures for th e future.
1 2 3 4 5 6 7 8 9 10 11 12 13
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Section 8: Financial affairs
5 Q Nationalities and currencies
A Com plete the table.
Country People Language Currency
Canada English/French
Germany German
Italy Lire (ITL)
Japanese Japanese
Australians Dollar (AUD)
Russian Rouble (RƯ R)
Switzerland German/French/
Italian
United Kingdom British English Pound (GBP)
United States
of America
Americans
Sweden Swedes Krona (SEK)
French Franc (FRF )
B Now use the words from th e table to co mplete the following sentences.
1 What is the exchange rate for American dollars into Fre nc h .......................?
2 You’re from Italy! I ’m afraid I don’t sp e ak .........................
3 These gues ts are from Germ any an d I can’t sp eak .........................
4 The guests in room 147 a r e ........................ from Japan.
5 How m a n y .......................will I get for one pou nd when I go to Sweden?
6 O ur American guests from th e .......................want to pay in dollars.
7 Can we accep t.......................from our Russian guests?
8 Can you tell me the rate o f the Sw iss.......................today?
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British English and American English
British English American English
accommodation
alter
aubergine
barm an
bill (for food)
biscuit
cheque
colour
courgette
cupboard, wardrobe
curtains
enquiry
fill in
form
fridge
hairdrier
holiday
interconnecting
labour
lager
licence
lift
luggage
main course
note (paper money)
page boy
post
provisional
pub
purse
reception
receptionist
rubbish
shop
accommodations
change
egg-plant
bartender
check
cookie
check
color
zucchini
closet
drapes
inquiry
fill out
blank /form
icebox
hair dryer
vacation
adjoining
labor
beer
license
elevator
baggage/luggage
entree
bill
bell boy, bell hop, page
unconfirmed
saloon/bar
pocket book
front desk /front office
clerk, desk clerk
garbage/trash
store
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spirit liquor
starter appetiser
sunglasses shades
syndicate room conference room
ta p faucettaxi ca b
toilet bath ro om, restroom, washroom
traveller’s cheques travelers checks
venue locale
waiter waiter/food server
washbasin sink
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Answers
Section 1:
T H E F R O N T O F F I C E
TEST 1
binoculars 11
cap 5
carrier bag 1
compact 7
doll 6
glasses 14
glove 9
keys 10
lipstick 13 pocket diary 8
purse 4
ski stick 15
tic 12
toilet bag 2
umbrella 3
TEST 2
1a 2i 3h 4g 5d 6c 7c 81'
9 j 10b
TEST 31 (b) foyer
2 (b) deal with
3 (c) regulars
4 (a) safe deposit
5 (c) clientele
6 (a) register
7 (c) arrivals
8 (c) pass
9 (a) pigeon hole
10 (b)chance11 (d) no shows
12 (d) occupancy
TEST 4
te ller o f reservation. 5, 3, 7, 8,
2, I
Dear Sir/Madam
I would like to reserve four sin
gle rooms from 19th to 24th
November 19 for four of ourmanagers.
The rooms should be bookedin the names of John Brown,Mary Black, Bill Franks and
Ann Jones.
Could you please inform me
of your rates and whether youofTcr discounts for company
bookings.
1 look forward to receiving
your confirmation.
Yours faithfully
Susan Pcacock
Secretary
Letter o f confirmation: 11, 6, 9,
4, 10
Dear Ms Peacock
Thank you for your letter of
16th September 19-. We are
very pleased that you have cho
sen to use our hotel for your
four managers who will be in
Anyton from 19th to 24th
November 19 -.
I would like to confirm your
reservation for lour single roomsfor these dates. We arc happy to
be able to offer you our corpo
rate rates, which you will find in
the enclosed leaflet.
Wc look forward 10 rccciving
our guests.
Yours sincerely
Peter Black
Reservations Clerk
TEST 51 provisional
2 confirmed
3 overbooked
4 availability
5 update
6 cancellation
7 unoccupicd
8 allocate
9 correspondence
10 entries
TEST 6
1 incur
2 sign for
3 issue
4 itemize
5 vacate
6 calculate7 settle
8 return
9 dispute
10 liaise
11 overcharges
TEST 7
1 credit card
2 exchange rate
3 foreign currency
4 sales voucher 5 travel agent’s voucher
6 Service charge
7 travellers cheques
8 computer billing
9 ledger account
10 commission rate
11 b ank notes
Section 2:HOTEL SERVICES
TEST 8
1 Laundry
2 Transport
3 Room service
4 Medical help
5 Shoe cleaning service
6 Wakc-up calls
7 Telephone
8 Mini-bar
9 Early morning teas
10 Garaging11 Entertainment
12 Tariffs
TEST 9
(A)American Plan - bed, breakfast,
lunch and dinner
Dcmi-pcnsion - bed, breakfast
and lunch or dinnerEuropean Plan - bed only
Continental Plan - bed and breakfast
(B)A 3 IỈ2 C ) D 5 E4
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TEST 10
1 cscortcd
2 attractions
3 ruins
4 galleries
Ỉ museums6 countryside
7 scencry
8 excursions
9 itinerary
10 souvenirs
11 cruise
12 events
13 displayed
14 festivals
TEST 11
1 at/before
2 opposite
3 past4 beside / next to
5 on/ahead
6 across
7 on
8 into, along / down / up. on
9 along / down / up, until / till
10 on, after
TEST 12
Across
1 duration
2 speaker
5 address
7 function sheet
8 annual
9 venue
10 postpone
Down
1 delegates
Ĩ provisional
4 finalize
6 lectern7 flipchart
TEST 131 scaling capacity
2 slide projector, overhead
projector
3 conference package
4 square metres
5 opening ccrcmonies
6 hospitality room
7 conference programme
8 estimated attendance9 theatre, classroom
10 syndicate
11 plenary
TEST 14
Letter o f complaint: 6. 3. 7. I,
9.5
Dear Sir/Madam
I am writing lo complain about
ihc service I recently received in
your restauranl while on a busi
ness trip.
I had invited four clients to
join me for lunch in your restau
rant, where I had expectcd to
rcccive the best service. Unfortu
nately. I have a number of com
plaints.
When one of my guests
arrived the waiter sat her at thewrong table. Laler. the same
waller spilt a fcv. drops of red
wine on another guest’s trousers.
The final embarrassment was
when the waiter presented the
bill to one of my guests instead
of me.
This is not (he professional
service which I expect from a
top restaurant and I know that
you will wish to ensure that it
docs not happen again.
Yours faithfully
Raymond Strang
Sales Manager
lette r o f reply: 10, 11, 8, 2, 4
Dear Mr Strang
I was very sorry to read of the
problems which you experienced
in our restaurant on your reccntvisit
I am afraid that we were expe
riencing staffing problems dur
ing this period and had an
incxpcrienced waiter working
in the restaurant. Hr has since
left and we arc happy to saythat we now have only fully
qualified waiters serving our
customers.
As a token of our regret I
enclose a voucher for an eveningmeal for two people and hope to
welcome you personally in the
near future.
Yours sinccrcly
Pierre Lanccl
Restaurant Manager
TEST 15
le 2g 3k 4 f 5a 6m 7h 81
9c 10 d 11 n 12 i 13b 14 j
Section 3:
H O U S E K E E P I N G
TEST 16
bath 12
bath mat 13
bath towel IS
glass 4
hand towel 3
mirror 7 pedal bin 16
plug II
shaversocket 8
shower 10shower curtain 9
soap 14
tap 6
toilet 1
toilet paper 2
wash basin 5
TEST 17
banister 12
blind 1
bookcase 15
ceiling 14
coat hanger 16
coal stand 4
cushion 3
curtains 7
curtain (rack 6
door handle 9
hairdrier 13hinge 17
tight switch 8
picture frame 11skirling 10
wardrobe 5
window-sill 2
TEST 18
1 corridor
2 kiosk
3 balcony
4 laundry5 lobby
70
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6 cocktail bar 10 pipes7 cabin 11 drains8 left luggage 12 sewer 9 cellar 13 u-bend
10 terrace
11 lounge TES T 23
12 stairs 1 appliances13 cloakroom 2 flex14 lift 3 plug15 kitchen 4 socket
16 banqueting room 5 fuse17 galley 6 kilowatt hours
7 currentTEST 19 8 overloaded
1 (c) renovated 9 electrician2 (a) extension 10 wiring
3 (d) self-contained
4 (c) disrepair Section 4:5 (b) rear-facing FOOD AND DR
6 (a) restoring
7 (d) construction
8 (a) site
9 (b) premises
TEST 24
apple
banana34
10 (c) grounds blackcurrants 5
TEST 20chcrries 7
l c 2 h 3 n 4 d 5 m 6l r 7 j 81grapes
kiwi fruit
121
9a lOg l i b 12e 13k 14i10lemon
TEST 21melon 13
1 tarnishorange 11
2 fingerprints
3 slippery
4 splash
5 odours
papaw
passion fruit
pcach
raspberries
9
14
2
6
6 abrasivestar fruit 15
strawberries 87 labour-saving
8 limescalc
9 bleach TEST 25to stain asparagus 1711 salvage aubergine 212 rust beetroot 113 solvents butter beans 1614 soilage carrot 1315 chamois cauliflower 8
courgette 14TES T 22 French beans 10
1 ventilation leek 52 humidity Icttucc 3
3 grill okra 74 extractor onion 65 filters peas 126 radiator pepper 157 thermostat potato 118 insulated radish 99 tank tomato 4
TEST 26
1 dairy products
2 nuts3 pulses
4 herbs
Ỉ spices
6 meal7 dried fruit
8 pastries
9 icings
10 pasta
11 fish
12 beverages
13 wines
14 game
1$ soups
16 cheeses
17 seafood 18 cakes
19 sauces
20 ccreals
TEST 27
1 bitter
2 hot
3 rich
4 sweet
5 spicy
6 bland
7 sour
8 savoury
9 greasy
10 dry11 delicious
12 burnt
TEST 28
I f 2 n 3 g 4 m 5 b 6 c 7 l 8 j
9k 10c I l i 12a 13d 14b
TEST 29
cake tin 13
chopping board 1
colander 8
cooling tray 5dredger 2
frying pan 6
gralcr 9
ladle 7
mortar and pestle 4 parsley chopper 15
peeler 10
rolling pin 3
scissors 12
spatula 14
whisk II
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TEST 30
1 continue
2 not to have any left
3 become rotten
4 find something in a book
5 lake control
6 look at again7 learn
8 require
9 become
10 causc an object to fall to the
ground
I break a promise
12 become popular
TEST 31
(A)verb noun
1 to consume consumer/con
sumption
2 to clean cleanliness/
cleaner
3 to poison poison/
poisoning
4 to infect infection
5 to disinfect disinfectant
6 to sanitize sanitation/
sanitizcr 7 to store store/storage
(B )
1 sanitize
2 consume
3 disinfectant
4 cleanliness
5 infection
6 store
7 poisoning
Section 5:
FOOD SERVICE
TEST 32
Appetisers
Cbers Pales
French Onion Soup
Prawn and Orange Cocktail
Sweet Com Chowder
SaladsHerring and Apple Salad
Salad Margucry
Tomato Salad
Entrees
B i d l L b
Chicken Vichy 22 doily
Entrecôtc Steak Test 34
Escalope of Veal 1 Family
Roast Pheasant en Croũtc 2 Plate
3 French
Vegetarian dishes 4 Silver
Layered Vegetable Terrific Ỉ RussianOkra and Courgettes in Lentil 6 Gueriilon
Sauce 7 Mixed
Vegetables and Side Dishes TEST 35
Broccoli with Holtandaise Sauce I f 2 c 3 a 4 d 5 b 6 c
Cauliflower with Almonds
Leaf Spinach with Diced Bacon T E ST 36
Potato Croquettes butter dish 6
Roast Potatoes colTcc pot 3
cup 11 Desserts dessert plate 7
Bavarian Apple Strudel jam dish 1
Cold Chocolate Souffle milk jug 2
Creme Caramel saucer 10
Pear Hélène small knife 9
small napkin 8
TEST 33sugar bowl 4
Acrossteaspoon 12
1 corkscrewtoast plate Ỉ
4 service cloth5 candclabra TEST 37
6 cheese board 1 Jusl a moment
7 brigade 2 I’m afraid
8 tray 3 Please
10 salver 4 Actually
11 wine cooler 5 Would you like
12 jug 6 Would you mind
13 ashtray 7 Could you
14 tureen 8 Would you like me
15 creascs9 There's been a slight
16 cruet misunderstanding
19 rack 10 May 1suggest
20 bottle opener 11 Shall 1
23 finger bowl
24 damask Section 6:
RES P O N S I BI LI TI ES
Down
1 crockery TEST 38
2 cutlery accident report book 8
3 condiments ambulance 13
7 basket bandages 3
8 tongs cotton wool 4
9 tea strainer fire alarm 12
10 sideboard fire buckct 9
15 covcr (ire escape 10
17 trolley tire noticc
18 nutcrackers first aid box 1
21 plasters 2
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smoke detector 6
sprinkler 5warning sign 11
TEST 39
1 exit
2 drill
3 doors, spread
4 extinguish
5 extinguisher
6 raise
7 lifts
8 smoke
9 Evacuate
10 enter
11 safe
12 brigade
TEST 40
1 i 2 1 3 e 4 f 5 k 6 b 7 d 8 a
9 h lOg 11 j 12c
TES T 41
1 authorised
2 protect
3 deterrent
4 suspiciously
5 prevent
6 dishonest
7 invisible
8 observe
9 identification
10 securely
11 trustworthy
TEST 42
1 legislation
2 liable
3 exclude
4 purchaser
5 vendor
6 contract
7 proprietor
8 fine
9 prohibited
10 licence
11 licensee
12 admit
13 trespass
14 sentence
15 ncgligcncc
16 prosccutc
17 compulsory
TEST 43
l a 2 a 3 b 4 a 5 c 6 b 7 c 8 b9 c to a 11 a
TEST 44
bedbug 14
chicken 4
cockroach 8flea 5fly 9
mosquito 13
moth 10mouse 3
pigeon 6
rat 12sparrow 7
spider 2
starling IIwasp 1
TEST 45
(A )
harbour germs
come into contact withdispose of waste
transmit diseases
spread infection
keep separate
relieve pain
prevent accidcnts
contaminate food
( B)
1 contaminate food
2 relieve pain
3 prevent accidents4 spread infection
Ỉ comc into contact with
6 dispose of waste
7 keep separate
8 transmit diseases
Scction 7:
M A N A G E M E N T
TEST 46
Across
1 employee
4 part-time
7 tips
8 overtime
10 satisfaction
12 post
13 cxpericncc
15 bonus
16 interview
18 resign
20 seasonal
21 motivate23 appointment
25 pension
26 applicant
Down
1 employer
2 recruit
3 income tax
5 retire6 qualifications
7 take on
9 appoint
10 supervise
11 wages
14 promotion
17 on duty
19 stair 22 apply
24 cam
TEST 471 housekeeper
2 banqueting manager
3 cashier
4 ccllarman
5 house porter
6 head waiter
7 dispense bartender
8 pastrycook
9 personnel manager
10 chcf
11 advance reservations clcrk
12 receptionist13 pantry maid
14 waitress
15 enquiry clcrk
TEST 48
1 exclusive
2 c V.3 filled out
4 at least
5 seeking
6 established
7 prospects
8 benefits
9 candidates
10 innovative
11 initially
12 competitive pay
TEST 49
Rooms
beautifully dccorated
bright
elegantspacious
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tastefully furnished
well appointed
Location
beachside
central
conveniently situated
ideally placed
picturesque setting
well located
Food
appetising
delicious
nourishing
gourmet
home-cooked
mouth watering
Hotel
grand
highly recommended
majestic
popular family
traditional
well run
Atmosphere
cheerful
hospitable peaceful
romantic
tranquil
welcoming
TEST 50
1 (b) a questionnaire
2 (a) satisfy
3 (c) placing
4 (a) campaign
5 (b) offer
6 (c) tempted 7 (a) image
8 (c) promotional
9 (c) publicity
10 (c) article
11 (a) compete
TEST 51
1 storing
2 applications
3 VDUs
4 keyboard 5 screen
6 codes
7 menu
8 printout
9 backed up, disk
10 interface
11 recalled
12 word-processing
13 optics
14 point o f sales
15 terminal
16 barcodes
17 electronic mail
18 fax
19 key card svstem
Section 8:
F I N A N C I A L A F F A I R S
TEST 52
bulldog clip 7 TEST 53
calculator 10 1 of
desk diary 12 2 about, to
diskette 3 3 on
hole punch 5 4 tonotepad 4 5 from
planner 11 6 for
printer ribbon 2 7 on, outring binder 9 8 aboutruler 14 9 with
stapler 1 10 about
suspension file 8 11 totrays 13 12 with
window envelope 6 13 on, off 14 with
15 for
16 for
TEST 54
Item: Sherry Unit: 75 cl botllt
Tvpc: Amontillado Price: £2.53
Date Reference In Out Balance
1st Oct JB 24 24
2nd Oct BP 6 184th Oct JB 3 156th Oct JB 24 39
7th Oct BP 10 29
8th Oct JB 8 2112th Oct JB 24 45
13th Oct BP 10 35
Maximum stock: 48 Minimum stock: 8
Re-order point: 24 Suppliers: Classic WineImporters Ltd
Re-order quantity
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TEST 55 pic chart 5
1 requisition purchase account 1
2 order table 15
3 delivery note total 12
4 invoicc
5 cash discount TES T 57
6 trade discount 1 double entry7 statement 2 debit, credit
8 credit note 3 creditors
9 reminder 4 debtors
TEST 56
5 purchase ledger
6 credit customer accounts
addition 4 7 posted
average 11 8 payroll
balancc 3 9 petty cash book
bar graph 9 10 visitors’ paid outs
chequc book 14 11 cash float
counterfoil 8entry 2 TEST 58
line graph 10 11 2 e 3 h 4 f 5 a 6i 7j 8 b
multiplication 6 9k 10m li d 12g 13c
paying-in book 7
percentage 13
TEST 59
( A )
Country People Language Currency
Canada Canadians English/French Dollar (CAD)Germany Germans German Deutsche mark (DEM)
Italy Italians Italian Lire (ITL)
Japan Japanese Japanese Yen (JPY)
Australia Australians English Dollar (AUD)
Russia Russians Russian Rouble (RUR)
Switzerland Swiss German/French/
Italian
Franc (CHf)
United Kingdom British English Pound (GBP)United States of
America
Americans English Dollar (USD)