Hospitality Vocabulary and Communication Practice
Enhance your hospitality vocabulary and communication skills with images and practice exercises related to dealing with guests, handling misunderstandings, running a hotel, vocabulary terms, complaining effectively, and understanding definite and indefinite articles.
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UNIT 5 DEALING WITH GUESTS
MISUNDERSTANDING to miss the point to talk at cross purposes to get the wrong end of the stick to get one s lines crossed can t make head or tail of a mix-up PRACTICE - WB, pg. 28, ex 8
RUNNING A HOTEL ON THE ROOF OF THE WORLD, SB, PG. 44 red carpet treatment - very special treatment; royal treatment the last straw - the latest in a series of bad events, and it makes you unable to deal with a situation any longer suite - a number of connected rooms in a hotel forming one living unit/apartman altitude - the height above a reference level, especially above sea level or the earth's surface/nadmorska visina, visina snatch quickly seizing sth / epati dial call/okrenuti broj
VOCABULARY stained marked with something which is not easily removed/flekav freezing - below 0 /ledeno missing not able to be found/koji nedostaje stuck unable to move/zaglavljen not working out of order-ne radi torn ragged/pocepan dripping let fall small drops of liquid/curiti, kapati sag a curve in a structure/ulegnu e Dusty covered with dust/pra njav Disguisting sickening, revolting, repiulsive/gadan, odvratan Full having no empty space/puna PRACTICE - WB, pg. 28, ex. 7
COMPLAINING Thanks for bringing the matter to my attention I m very/terribly sorry I do apologise for your inconvenience I m so sorry sir / madam, I ll send someone up to look at it immediately I m sorry to hear that, I ll get someone to check it for you Excuse me, but there s a problem with Sorry to bother you, but I think there s something wrong with I m afraid I have to make a complaint/there s a slight problem with my room What seems to have happened There has been a misunderstanding/a mix up It seems there has been a problem.. I ll see to it straight away We will look into the matter and.. I suggest that we..
DEFINITE AND INDEFINITE ARTICLE Countable/Singular a book a manager the book the manager Countable/Plural books managers the books the managers Uncountable money the money
ARTICLES We use no article before the names of the people and their titles: Dr Mann, Captain Kirk, Queen Annie but we use a/an before professions: He is a night auditor. We use a/an in expression of measurement: 120 euros a night. We use the before the nouns or adjectives to create a category of people or things: the rich, the Japanese
ARTICLES - PRACTICE SB, pg. 43, ex. 8 WB, pg. 27, ex. 6-5
WORD BUILDING ED-adjectives describe how a pesron feels: I feel tired. ING-adjectives say what makes the person feel that way: It was a tiring journey. PRACTICE WB, pg.26, ex. 2-3
