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El Turismo Nacional•Reservaciones y Cancelaciones•Documentación e Información de •HuéspedesDemandas de los Huéspedes•Servicio al Cliente•Sugerencias sobre Servicios•

Créditos

Esta es una publicación de la Escuela Nacional de Hotelería, dentro del proyecto NIC/018, financiado conjuntamente por los gobiernos

de la Republica de Nicaragua y el Gran Ducado de Luxemburgo.

Compilación y Adecuación de Contenido:

Darzee Irazema Mendieta Reñazco

Revisión y Aprobación:

Miriam Espinoza

Se permite la reproducción total o parcial de la presente obra, haciendo referencia a la fuente.

Managua, NicaraguaDiciembre 2008.

Unidad I: Solicitudes y Quejas

Con esta unidad el alumno desarrollará la capacidad de:Realizar el proceso de reservación, cambios y cancelación en el hotel a

solicitud del cliente.

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Unidad I: Solicitudes y QuejasPresente perfecto progresivo

Reading Strategies.

Meaning from context

READING TECHNIQUES

Reading must be seen as an acquired ability. But acquiring it implies a lot of practice, a good vocabulary background, good speed and intonation and the knowledge of some techniques that can guarantee comprehension. In this section we will concentrate on the latter. Unfortunately we cannot give you techniques on intonation and speed. We can not help you with the vocabulary either, since this is a personal task and you must get to it. Nevertheless, we can help you understand a little better what you read. For this purpose at the left you can find three of the most well known techniques for reading. Click on each title at the right to find important information. Remember that the best way to become a great reader is enjoying what you read.

Using Context

Most of the time we are faced with reading something just then, at that precise moment. In the real world you can not be too prepared to read a text. In many cases you simply do not have the time to use a dictionary or to apply a given technique. It is only you and the text. This is when understanding context can come in handy. Context can be defined as the elements that surround a term and help clarify its meaning. The first thing to do when taking advantage of context is recognizing the grammatical category of the word we are trying to understand of define. Is it an adverb, an adjective, a verb or a noun? English grammar can give us some tips to know exactly what kind of word we are dealing with, for example:

If the word ends in -ly and is located after a verb it is likely that you have an adverb. • If the word is before a noun and is not pluralized it can be an adjective. • If the word is after a personal pronoun or a noun it might be a verb. • If the word has a definite or indefinite article or it is pluralized it is possible to be a noun. •

Skimming and Scanning

Skimming refers to the process of reading only main ideas within a passage to get an overall impression of the content of a reading selection.

How to Skim:

Read the title.1. Read the introduction or the first paragraph. 2. Read the first sentence of every other paragraph.3. Read any headings and sub-headings.4.

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Notice any pictures, charts, or graphs.5. Notice any italicized or boldface words or phrases.6. Read the summary or last paragraph.7.

Scanning is a reading technique to be used when you want to find specific information quickly. In scanning you have a question in your mind and you read a passage only to find the answer, ignoring unrelated information.

How to Scan:

State the specific information you are looking for.1. Try to anticipate how the answer will appear and what clues you might use to help you locate the answer. 2. For example, if you were looking for a certain date, you would quickly read the paragraph looking only for numbers.Use headings and any other aids that will help you identify which sections might contain the information 3. you are looking for.

Extensive reading• - longer texts for pleasure and needing global understanding.Intensive reading - shorter texts, extracting specific information, accurate reading for detail.•

PRACTICE: Skimming and Scanning

Exercise: Using these descriptions, how would you read the following? Match the different types of reading with the categories below. Decide which one requires you to skim or to scan the text. Which one needs detailed Intensive reading? What type of text do you read extensively - for pleasure?

Select your answer by circling the correct letter.

1. A novel:

a. Skimming b. Scanning c. Extensive d. Intensive

2. A newspaper:


3. A text in class:


4. A poem:


5. The telephone directory:


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6. A postcard:


7. A train timetable:


8. A recipe:


9. A travel brochure:


READING & VOCABULARY

Read the following passage and then answer each question.

A good Home Business entrepreneur learns to see complaints as an opportunity rather than as a curse. This is because your character is revealed to your customer more when things go wrong than when things go right. So you can actually turn a disgruntled customer into a lifelong customer if you handle the complaint properly.

The main thing you should do when you get a complaint is to acknowledge the error and apologize for the failure that the customer has noticed. It is very helpful at this point to listen to the customer. Whatever you do, do not get defensive at this point. This is not an ideal time to correct the customer’s perception of the situation. It is essential that the apology appears genuine and not merely an empty exercise. This means giving the customer your undivided attention. An apology basically shows the customer that you care about their experience and it will usually neutralize their anger.

After you apologize, you should then empathize with the customer and the customer’s frustration. You are essentially putting yourself in their shoes at this point. We need to

verify our understanding of both the customer service breakdown in whatever form it manifested, and its effect on the customer. As a general rule, the expression of empathy to the customer should come right after the apology. Although these 2 initial steps should do the job of making the customer feel valued, they do not in and of themselves prove to the customer that your home business is worthy of further patronage and may not yet be convinced whether or not additional experiences will be better than the last one. For this reason, you should next assure the customer that you are going to do something about the customer’s disappointing experience with you.

You should then assure them that you are taking specific steps in response to this experience to upgrade or modify your policy or service structure in such a way to make sure that the unpleasant experience will never be repeated. This assurance validates the customer’s concerns, and shows that you will not allow the negative situation to repeat itself in the future.

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COMPREHENSION CHECK

1. What is this passage mainly about?

a. Customer’s complaints c. How to apologize to customers

b. How to make complaints d. How to deal with customers’ complaints

2. According to the passage, summarize the steps to handle customer complaints.

a. ______________________________________________________________________

b. ______________________________________________________________________

c. ______________________________________________________________________

3. What do these underlined words in the passage refer to?

a. it ___________________________________________________________________

b. they _________________________________________________________________

c. itself _________________________________________________________________

4. What does the sentence ‘You are essentially putting yourself in their shoes at

this point.’ mean?

a. giving solutions to the problems.

b. experiencing problems about ordering shoes.

c. feeling sorry about the person’s problem.

d. thinking about if you were in the other person’s situation.

5. In your opinion, how would you deal with customers who always have a complaint no matter how good your service is?

____________________________________________________________________

___________________________________________________________________¬_



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Read the hotel descriptions on page 13, 14 and 15. and decide which hotel is most suitable for the following people.

Helen Townsend, a travel manager at Self trade is looking for a centrally – located hotel in which fifteen • managers can stay while attending a lecture in July. If possible, they would like direct internet access in their rooms.

Bozena Leszkowicz, mother of two energetic twins aged eighteen months, is looking for a reasonably - • priced hotel where she can stay for a week with her husband and children and not have to worry about upsetting other guests.

Mr. and Mrs. Wendt are planning to stay in the country with their two teenage children to know new • places. They plan to eat out so it’s not important for the hotel to have its own restaurant but they do like attractive surroundings.

Mabel Seijas is the singer in a rock band and is going to the country with the group for a weekend music • festival. They don’t have much money and just need a place to keep their instruments and sleep,

Present Perfect Progresive

CONVERSATION

Practice the conversation with a partner.

RECEPTIONIST: Reception. How may I help you?

GUEST: Yes. This is Mr. Smith in room 216. I called twenty minutes ago and asked for someone to pick my luggage, but I’ve been waiting and nobody has come.

RECEPTIONIST: I’m sorry for the delay, Mr. Smith. I’ll send the bellhop right now.

GUEST: Well, I sure hope so!

GRAMMAR FOCUS: THE PRESENT PERFECT PROGRESSIVE

Use the Present Perfect Continuous for actions that began in the past and continue into the present. It is similar in meaning to the present perfect.

I’ve waited for someone to pick up my luggage.I’ve been waiting for someone to pick up my luggage.

SUBJECT + HAVE/HAS + BEEN + PRESENT PARTICIPLE (ING)

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SPEAKING:

Hotels like to make sure their important guests enjoy a superior service. Work with a partner and discuss the following questions:

What kind of business guests are important for a hotel?• What can a hotel do before and on the arrival of an important guest to make their stay comfortable and • easy?

GRAMMAR PRACTICE:

Put the verbs in the following sentences into the correct form. Use the Present Perfect or the Present Perfect Progressive.

1. I (stay) ________________________________________ in this hotel for two weeks. I

(stay) _________________________ since November 3rd.

2. Since lunch – time, Mr. Rivera (read) ___________________________ the newspaper. He (read)

_____________________________ half of it.

3. I (input) _____________________________ a few records in the computer because I

(only / answer) ______________________ the telephone.

4. I (drink) _____________________ coffee all day. I (drink) ______________________ eight cups.

5. (you / only / clean) ________________________ the first floor? You (clean) ______________________

that for five hours.

6. Albert (not / work) _________________________ there for long, but he (already / be /promoted)

___________________________ twice.

7. I (sit) __________________________ at my computer since eight o’clock this morning, but I

(only / manage) ________________________ to write four letters.

8. Mr. Berg (check) _________________________ his e-mail since eight o’clock this morning. He (send)

________________________ some important messages to his clients.



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SPEAKING:

Work in small groups of three and discuss the following questions:

What special facilities do business travelers expect? Make a list.1.

What special cultural difficulties and needs would an American business have in your country?2.

Think about social customs / behavior, greeting people and meeting in general, language difficulties, 3. food and eating habits (and meal table, etiquette), and business situations (dress, negotiating, making deals, etc.)

How would a hotel find out about the details of these different cultural practices and customs?4.

What can the hotel do to help people of different nationalities and cultures feel at home and feel able 5. to mix with others?

Think about reception procedures, room design and facilities, information sheets and signs, restaurants 6. and staffing.

READING:

A significant proportion of business travelers are Japanese, and some hotels try to cater for their specific requirements.

How hoteliers can prepare to welcome their Japanese visitors.

The following points suggest how hoteliers can make adjustments to satisfy Japanese visitors’ requirements.

The manager or a senior member of a staff should be on duty when a party of Japanese visitors is checking in and should preferably have a Japanese business card and a lapel badge. This person should, if possible, remain as their main contact in the hotel throughout their stay and extend a personal welcome and farewell. To say goodbye is extremely important in Japan.

Avoid putting Japanese visitor in rooms with the numbers 4, 44, 444, etc. as this is considered unlucky. Four is “shi” in Japanese, the verb “to die” being “shinu”, so this superstition should be taken seriously. Some hotels in Asia do not designate a 4th floor at all.

Ensure a consistently prompt response for service, as well as complaints, in all departments. The Japanese are used to abundant staff on duty and a high level of service. This may initially require a higher level of staffing, but the benefits in terms of future business are obvious.

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A welcome sign in Japanese at the reception desk is much appreciated. Exit and other directional signs in Japanese throughout the hotel will make the guests feel more at home.

Try to have at least one Japanese national on your staff; the other staff should receive basic training in Japanese language and should receive cross cultural training.

Japanese print should be available at reception or in rooms, for example, a letter of welcome and guidance notes, general information. Yellow pages, a city guide, and a newspaper, sources of Japanese publications could also be provided.

A selection of toiletries and a hair – drier should be provided in bathrooms. It is also appreciated if a yukata (cotton dressing – gown) and slippers are provided in rooms.

Bathrooms must have a constant supply of hot water and should have a bath and shower attachment. The Japanese are accustomed at home to showering outside the bathtub before soaking in a tub of clean water. There should be a drain the bathroom floor, or else a notice in Japanese and at least one other language, advising on the correct use of the shower and bath. This could prevent flooding or other damage caused through misunderstanding.

Twin beds should be provided by Japanese guests rather than double beds, even for honeymooners.

In the case of groups, care should be taken to give all members rooms of a similar standard. For refreshment, the Japanese like to have green tea bags, plum tea sachets, and miso soup packets in their rooms with kettle, cups and saucers.

The Japanese like to see evidence of a high level of security, especially with so many ladies traveling unaccompanied. Relevant information could be provided in room literature and promotional leaflets.

For the business visitor, some hotels provide a business center staffed with Japanese linguists, offering translation and word processing services.

READING COMPREHENSION

According to the text, which of the things are especially important to a Japanese visitor?

___ Plenty of staff on duty.

___ Notices and signs in Japanese.

___ TV and video in their room.

___ A Japanese speaking staff member.

___ Politeness



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___ A high level of security.

___ Japanese newspapers

___ Japanese food.

Now answer the following questions:

1. Why would a Japanese visitor probably not want to stay in room 444?

2. What particular features a Japanese visitor wants to find in a hotel bathroom?

3. Would a Japanese couple prefer twin beds or a double bed?

Look for the word that means:

goodbye _______________________________

people who have just married _______________________________

container for boiling water _______________________________

sealed plastic or paper packs _______________________________

belief for which there is no good reason _______________________________

relaxing in the bath for a long time _______________________________

fast, without delay _______________________________

PRONUNCIATION:The/∫/and/s/sounds.

Listen and repeat the following words to practice the sounds / ∫ / and /s/.

/ ∫ / /s/sheet she sense seatshut shower send seeshock show September seashirt shuttle sick sideshort shy sight sign

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Peticiones con los modales CAN y COULD

Can / Could for request.

CONVERSATION


Receptionist: Good morning, Abela Hotel. Juan speaking. How can I help you?

Guest: Good morning. I want to book a double room.

Receptionist: Could I have your name, sir?

Guest: Yes, sure. Stephen.

Receptionist: OK. Mr. Stephen. When would you like the reservation?

Guest: November 17th and 18th.

Receptionist: Well. Could you wait a minute, while I check availability?

Guest: Sure.

Receptionist: Great. We have a double room available for those dates. Can you give me your contact

address and telephone number, please?

LANGUAGE FOCUS: POLITE QUESTIONS: May I, Could I, Can I?

Polite Questions Possible Answers

a) May I please have your name? Certainly. b) Could I have your address? Of course. c) Can I see your passport, please? Sure. Here it is.

People use • May I, Could I, and Can I to ask polite questions. The questions ask for someone’s permission or agreement. (a), (b), and (c) have basically the same meaning.

Note: Can I is less formal than May I and Could I.

Please can come at the end of the question: May I have your phone number, please?• Please can be omitted from the question: May I have your phone number?•



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GRAMMAR PRACTICE:

Following are some phone conversations. Complete the dialogs. Use May I, Could I, or Can I + a verb from the list.

Have help leave speak talk take ask

1. A: Hello?

B: Hello, Is Mr. Gonzalez there?

A: Yes, he is.

B: _______________________ to him?

2. A: Hello. Mr. Black’s office.

B: ______________________ to Mr. Black.

A: ______________________ who is calling?

B: Susan Abbott.

A: Just a moment, Ms. Abbott. I’ll connect you.

3. A: Hello?

B: Hi. This is Bob. _____________________ to Alex?

A: Sure. Hang on.

4. A: Good afternoon. Paradise Hotel. _____________________ you?

B: Yes. I’d like to make a reservation.

A: _______________________ your name?

B: Mr. Brown. Jackson Brown.

5. A: Paradise Hotel. How can I help you?

B: ___________________ to Mr. Robinson in room 302.

A: One moment. Please I’ll put you through. Sorry, nobody answers ___________________ a message?

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MORE PRACTICE:

A. MAKING REQUESTS:

Look at the way people in the restaurant asked for things:

Can you bring us a bottle of water, please?

Could you change mine, please?

Could we possibly order, please?

Do you think you could bring us the wine list?

Now ask similar questions using the verbs in brackets.

a. You don’t know the telephone number of a caller. (give)

b. You didn’t hear a customer’s surname. (repeat)

c. You don’t know how to spell the name of a town. (spell)

d. You want to know if there are any vegetarians in a group. (tell)

e. You are not sure what time a guest is arriving. (confirm)

f. You want to check how many people there are in a group. (tell)

A. LANGUAGE FUNCTION:

Read the situation. What would you say? Work with a partner. Use modals.

You work as a travel clerk. You want a customer’s telephone number.1.

You work in a hotel. A guest is checking in. You are not sure how to spell his / her name.2.

You are an immigration officer. You want to see a traveler’s passport.3.

You work as a check – in – clerk. You want a passenger to go to the departure gate now.4.

You are a tour guide. You want to talk to your tour group, but they are all talking to each other.5.

You are a flight attendant. You want a passenger to fasten his / her seat belt.6.

You work in a hotel restaurant. You want a guest’s room number.7.

A guest is paying by credit card. You want him / her to sign.8.



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You are taking a room reservation on the telephone. You want the guest’s credit card number.9.

You work in a busy tourist information office. A tourist wants some information, but you are already 10. helping someone.

SPEAKING:

Role – Play: Work with a partner and role-play a conversation between a receptionist and a customer. Receptionist you take the reservation use modals in your questions / requests, and fill in the form.

ORAL PRACTICE:

Work in pairs. Take and give orders.

Ex: to start (with) / a tomato juice.

A: What would you like to start with?

B: I’d like a tomato juice, please.

1. as an entrée / the baked salmon

2. as an appetizer / the melon

3. to drink / a fresh orange juice

4. as an entrée / the filet

5. as an appetizer / the soup of the day

6. with that / French fries and a side salad

7. as an entrée / the chicken

8. with that / some green beans

9. to drink / a black coffee

Now work with a new partner. Choose popular food and drinks from your country to make your own examples. Make four sentences each.

Ex: A: What would you like with to drink, sir?

B: I’d like some hot sake, please.

A: And what would you like as an appetizer?

B: I’d like the guacamole, please.

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WORD STUDY:

Put these words into the table.

Meat Vegetable Dessert Drink

____________ __________ ____________ ____________

____________ __________ ____________ ____________

____________ __________ ____________ ____________

____________ __________ ____________ ____________

____________ __________ ____________ ____________



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SPEAKING:

Complete the waiter’s half of the dialog, using the prompts in brackets. Then act out the dialog 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 gâteau for me, I think.

WAITER: (Coffee?)

CUSTOMER: Yes, thanks. That would be nice.

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Now use the waiter language and the menus to act out the conversations between the waiter and the guests in a hotel restaurant.

PRONUNCIATION:The/θ/vs./s/sound.

Listen and practice the /θ/ and /s/ sounds.

/θ/ /s/

thing sing

tenth tense

think sink

path pass

thank sank

thick sick

Practice saying the following sentences.

1. I don’t think we have single rooms left.

2. Is everything all right, sir?

3. Could I have something different?

4. They sell cheaper theater tickets.

5. Thank you. Here it is your passport.

6. It’s on the third floor next to the salon.

7. Put your pass into the machine this way up to open the gate.

8. And another thing, there are thirteen of us.

Grupos

SPEAKING:

When a guest books a room at a hotel what kind of information does the reservations department needs?



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CONVERSATION:


Receptionist: King Hotel. How can I help you?

Caller: Good afternoon, I’d like to make a booking for myself and my husband.

Receptionist: Could I have your name, please?

Caller: Yes, it’s Herridge - Ann Herridge. H-E-R-R-I-D-G-E.

Receptionist: OK. And when would you like to come?

Caller: The weekend of the 15 July - for two nights, leaving on the 17th.

Receptionist: And that would be a double room, would it? Would you prefer smoking or non-smoking?

Caller: Non-smoking, please.

Receptionist: Fine. How will you be paying, Mr. Herridge?

Caller: By credit card, Visa.

Receptionist: Could you give me the number, please?

Caller: Yes, it’s 4999 1825 6857 6238.

Receptionist: So that’s 4999 1825 6857 6238. And your address, please?

Caller: 25, Old ham Road.

Receptionist: Right Ms. Herridge, I’ve made the reservation. We look forward to seeing you on

the 15th.

Caller: Thank you.

Receptionist: You’re welcome. Goodbye.

Caller: Oh, I nearly forgot, I was wondering if you could arrange for a bottle of champagne

to be in the room when we come, it’s our wedding anniversary.

Receptionist: That’s no problem. I’ve made a note and it’ll be ready when you arrive.

Caller: Thank you so much. Goodbye.

Receptionist: Goodbye.

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PRONUNCIATION:

Practice saying the sentences politely.

1. Could I have your name?

2. This is a company account, is it?

3. When would that be for exactly?

4. What kind of room would you like?

5. How long will you be staying?

6. How will you be paying?

7. Here’s your key. Your number’s room is 305.

CONTRASTIVE STRESS

Underline the stress words in the following questions.

9. Will that be one or two nights?

10. Would you like a single or a double room?

11. Would you prefer smoking or non-smoking room?

12. Is the room at the back or at the front of the hotel?

13. Is that M or N?

LANGUAGE FOCUS: EMBEDDED QUESTIONS

A noun is used as a subject or an object.

A Noun Clause is used as a subject or an object. In other words, a noun clause is used in the say way as a noun.

Question Noun Clause When do they arrive? Do you know when they arrive?

DO NOT use question word order in a noun clause. In a noun clause, the subject precedes the verb.

• When asking questions, it is often more polite to use indirect form.



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SPEAKING:

Work in pairs. Take roles between a receptionist and a guest who is making a reservation. Complete the reservation form.

CONVERSATION


Receptionist: Good morning. Front Desk. How may I help you?

Guest: Good morning. I’m staying here for a few days and I’m interested in visiting new

places. Can you tell me what places I can visit?

Receptionist: Is this your first visit?

Guest: Yes.

Receptionist: Ok. Well, I suggest starting off with the capital. You can visit the old center of

Managua, you can visit the National Palace, for example.

Guest: Do you know what time the National Palace opens?

Receptionist: Well. I’m not really sure, but I guess it is open from 9:00 a.m. to 3:00 p.m.

Guest: Can you tell me how I get there?

Receptionist: You can take a taxi. Would you like me to call one?

KING JAMES HOTEL

ARRIVAL: ________________________ TYPE __________________________DEPARTURE ______________________ SURNAME _______________________ROOM NO. ______________________ NATIONALITY _____________________RATE __________________________ PASSPORT NO. ____________________

METHOD OF PAYMENT □ CASH $ □ CREDIT CARD $ □ TRAVEL VOUCHER $ □ CHARGE TO COMPANY $

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GRAMMAR PRACTICE:

Change the question in parentheses to a noun clause.

1. (What is your address?) Could you tell me ____________________________________

2. (When are you coming?) Do you know _______________________________________

3. (How much does it cost?) I don’t remember ___________________________________

4. (Where do you live?) Please, tell me ________________________________________

5. (What did he say?) I couldn’t hear __________________________________________

6. (Which one does he want?) Let‘s ask him ____________________________________

ORAL PRACTICE:

Work with a partner. Practice embedded questions; begin your response wit “I don’t know…”

Example: What time is it?

Response: I don’t know what time is it.

1. Where does she live?

2. What country is Mrs. Robinson from?

3. How long are Mr. and Mrs. Brat staying?

4. What’s your telephone number?

5. Where is the post office?

6. How far is it to the market?

7. What kind of room do they prefer?

8. What is the population of Nicaragua?

9. Where is he going to eat lunch?

10. When did you arrive?

11. What time does the bank close?

12. Where is the ladies restroom?

13. When does the bus leave?



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PRACTICE:

Rewrite these sentences as embedded questions.

1. What are the room rates?

Could you tell me __________________________________________?

2. Is it possible to have a connecting room?

I was wondering ___________________________________________?

3. Is there a florist’s near here?

Do you know if __________________________________________?

4. Can I leave my cases here after I’ve vacated the room?

I was wondering _________________________________________?

5. How long will the taxi take to arrive?

Could you tell me ________________________________________?

MORE PRACTICE:

Change these sentences into embedded questions. Use a different sentence beginning for each one.

1. What’s your name?

2. How much does it cost to take a taxi to the airport?

3. Can you spell that?

4. Can I settle the bill this evening?

5. What kind of room do you want?

6. Is there a good bookshop near the hotel?

7. How will you pay?

8. What time will you get there?

9. Sign the visitors’ book?__________________________________________________________________

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READING:

A placement at the Mansion Hotel. Trainee Fiona McGovan talks to Milli Patel about her recent work experience.

Mr. Patel: You’ve just finished working in a hotel, haven’t you?

Fiona: That’s right, I was in a three - star hotel called the Mansion Hotel.

Mr. Patel: What kind of things did you have to do?

Fiona: At beginning I was on reception. I had to take bookings, confirm reservations and welcome

the guests when they arrived. I also had to deal with the money side things, take payments,

check the petty cash, do the accounts, change currency, all the basic front office things, and

of course liaise with all the other departments.

Mr. Patel: What sort of things did you find easy or particularly difficult?

Fiona: It wasn’t easy because there were so many things to do and I was on my feet all day long.

At first, it wasn’t easy to use the computer system but it didn’t take too long to get used to.

Mr. Patel: Were there any problems you had to deal with?

Fiona: Well, there was one occasion when a woman had made her booking months before and written

to confirm. But when she arrived her room had been let out and so she was redirected

to another hotel.

Mr. Patel: What happened to her booking?

Fiona: Well, because she arrived after 6 p.m., that’s when the rooms are released. Anyway, the

next day she came back to see whether there’d been any phone calls or faxes and she’d

also arrange to meet someone in the lobby. But in fact, the person she was going to meet

had been told to go to another hotel. And it wasn’t even the one she was staying at but

a different hotel altogether.

Mr. Patel: She must have been really fed up.

Fiona: She was and she let us know. But the worst thing was when she came across someone from her

company who was staying with us and who had checked in at half-past nine. I think we lost a

customer there!



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READING COMPREHENSION:

Read the interview again about Fiona, a student who has recently completed a work placement at a hotel, and answer the questions.

1. Tick the things she had to do.

a. deal with money.

b. take bookings

c. serve in the bar.

d. organize seminars.

e. communicate with other sectors.

2. What did she find particularly difficult?

a. using the computer system.

b. the quantity of work.

c. staff relationships.

d. checking the accounts.

3. Why was the guest’s room not waiting for her?

a. She hadn’t made a booking.

b. She had arrived at the wrong hotel.

c. Her room had been given to a colleague.

d. Someone else had been given her room.

4. Why did the woman come back to the hotel?

a. The room had been release.

b. She needed to collect her bags.

c. She was going to talk to someone.

d. She’d received a phone call.

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5. How did the woman react?

a. She was angry.

b. She complained to her colleague.

c. She insulted the staff.

d. She left without saying a word.

VOCABULARY:

Which words in the text mean the same as these?

a. handle _______________________________

b. small change _______________________________

c. foreign money _______________________________

d. work closely with _______________________________

e. accustomed to _______________________________

f. given to another person _______________________________

g. annoyed _______________________________

h. met _______________________________

Put the words into the right order.

1. you vacated me have could tell rooms which been ?

____________________________________________________________________

2. the any you have repaired when idea photocopier will do be ?

____________________________________________________________________

3. would I wondering if room you was changing mind you ?

____________________________________________________________________

4. tonight what you know do time be you’ll back ?

____________________________________________________________________



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5. noise making you mind please would just a less little ?

____________________________________________________________________

6. many you let group know how could people are there me in your ?

____________________________________________________________________

SPEAKING:

Making a reservation:

Work in pairs. Student A you want to book a hotel room. Telephone Student B and make a reservation with the following details:

reserve a room (with bath) for yourself, your partner and two young children.• arrival on 13 March and departure on 15 March.• arrival not before 9 p.m. on the 13 March.• you need a cot for a baby (age 15 months).• you would like to know the room rates.• your credit card number is 9863 2317 4563 9912.•

Student A:

You are a reservation clerk at a hotel. Answer the phone with the name of the hotel. Take all the necessary details and use the reservations chart below to confirm the reservation details.

13th 14th

ROOM TYPE NAMES ROOM TYPE NAMES

202 TB Sanchez 202 T B203 DB Dobson 203 DB

204 TRB 204 TRB Andrews205 S 205 S Doherty

13th

ROOM TYPE NAMES

202 TB203 DB204 TRB205 S Bettinger

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Single Bedroom = $ 49• Twin Bedroom = $ 85• Double Room = $ 78• Triple Bedroom = $ 97•

VOCABULARY:

CONFERENCES. Which words is the odd one out?

1. venue location site plenary

2. banquet buffet refreshments presentation

3. channel OHP video recorder slide projector

4. seminar workshop lecture auditorium

5. delegate participant coordinator speaker

6. display exhibition flipchart stand

7. printer fax photocopier safe

8. drinks beverages luncheon minibar

GRAMMAR PRACTICE:

I have a friend who is planning a trip to Nicaragua this summer. Here are some of the questions she asked. Make them into embedded questions.

1. I don’t know______________________________________________________________

Is it a long flight from New York?

2. I’d like to know ___________________________________________________________

What clothes should I bring?

3. Do you know ____________________________________________________________

Will it be hot or cold in August?

4. I can’t remember _________________________________________________________

Is my passport up to date?



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5. I’ll ask my friend _________________________________________________________

How soon should I make plane reservations?

6. I’ve got to find out _______________________________________________________

What languages do they speak in Nicaragua?

7. I don’t know ____________________________________________________________

What is the name of their currency?

8. I don’t remember _______________________________________________________

Am I leaving on a Friday or a Saturday?

9. I’ve got to ask the consulate _______________________________________________

Do I need a visa to go to Nicaragua?

10. I wonder _____________________________________________________________

Do I need to get any shots?

ORAL PRACTICE:

Work with a partner and practice doing the embedded question.

1. Excuse me, can you tell me (Where can I get my car fixed?)

2. Would you tell me (When will dinner be ready?)

3. I don’t know (When was Abraham Lincoln first elected president?)

4. Do you know (How do you use this software?)

5. I asked you (Are you ready to go home?)

6. I need to ask Barry (Are you going home now or are you going to stay a while more?)

7. I don’t know (How do you turn this computer on?)

8. Do you remember (What’s the new security code?)

9. Did anyone tell you (When are the renovations to the consulate going to be finished?)

10. We need to find out (When is that group of American politicians going to visit?)

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Grupos

Group Reservations.

Group Reservations

Sports team travel

Business Group

Youth or college group

Family Reunion

Tour group travel

Social event and Wedding travel

Corporate Events • Group rates • Resort Incentives • Resort meetings • Executive group • Group contact • Resort incentive • Incentive group •

Incentive groups • Leisure travel • Meeting Planning • Resort meetings • Group reservations • Weddings • Corporate Events • Events •

Meeting • Corporate meetings • Request for proposal • Seminars • Corporate Event • Seminars • Conference center • Reservations •

READING:

Range And Type Of Room Rates.

Rates may be quoted net; this means that government tax and service charge are included in the rate. Where a rate is quoted as + +, it means that these charges will have to be added to the rate.

There are various types of room rates:

Rack” Rate

The room rate or tariff printed in the hotel tariff rate is known as the rack rate. This is usually the highest rate commanded for a room and is frequently displayed either in reception or in individual rooms.



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Published rack rates may vary according to season – in other words, be higher when demand for the room is expected to be at its highest. The reality of the hotel business is that properties do not sell many rooms at rack rate unless demand exceeds supply in the location or at a particular time. Most rooms are sold with some level of discount.

Corporate Rate

This refers to a special rate awarded to business clients. These rates may be negotiated in advance by the management of the hotel, directly with the travel office of the company in question. It is not uncommon to up-grade corporate or business clients to a superior room at a standard room price.

Group / Tour Rate

Special rates are offered to groups and tours and these are negotiated by management, in advance, with the tour operator or booking agent. Management may determine the rate according to the size of the booking, the timing (i.e. during busy / quiet periods) etc. It is usual for a commission to be payable to the booking agent on these reservations.

Discounted Rate

In addition to offering discounted rates to travel agents, airline personnel etc. a hotel m ay extend “special offers” or incentives to increase business. For example, a hotel may offer a “two–for–one” tariff or “stay 3 nights for the price of 2”. Bargain breaks are a type of tariff introduced to encourage the use of the hotel during slack / quiet periods e. g. weekends. They are usually offered only for a short period and very often include meals.

Seasonal Rate

These allow a seasonal package to be put together to cover the room, meals and entertainment for the period of the celebration.

Children’s Rate

These are a common means of encouraging family business to hotels. Usually a discount or free stay for children staying in their parents’ room is allowed.

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GROUP ARRIVALS

The arrival of large groups of people, at the same time, will always mean there is pressure on the reception staff to get all guests checked in as quickly and efficiently as possible.

If the group happens to be a large number of guests with individual bookings, who happen to arrive at the same time, then the receptionist will have to process each individual, in turn, as quickly as possible. However, if the group arrival is a tour or special party, then the receptionist should know in advance of the arrival, and have planned and organized things in advance. With all group arrivals, emphasis should be placed on getting all guests checked in as quickly and efficiently as possible, with the minimum of delay.

Optional procedures for the registration of groups might include:

Individuals may complete a registration card in the usual way.• Registration cards may be given in advance to the tour operator and individuals requested to complete the • cards, en – route to the hotel. When submitted, the receptionist needs only to check for signature and file accordingly.From information supplied in advance, the receptionist could complete the registration cards and request • only the guest signature on arrival.

controlling Room Types

For the security of both the guest and the hotel, the issuing of room keys must be very tightly controlled. The theft, loss or unauthorized duplication of keys could have serious security implications.

Issuing Keys

To Individuals• : keys are issued to guests on completion of the registration process.To Groups:• keys are usually organized in advance and distributed either individual envelopes or to the group leader.

It is important to remember, than other than issuing a key to the guest at check-in, at all other times, keys should only be issued on presentation of identification.

Key Systems:

Most hotels operate either a traditional key system or an electronic key system. The two most common key systems in operations are:

Traditional manual keys: 1. There are two sets of keys for every room; one set is allocated to the guest and the second set is stored on a duplicate keyboard, retained securely at reception.

Electronic keys: 2. This is a relatively new system of “keyless” locks. A computerized consulate in reception codes plastic cards, similar in size to credit cards. Each card is essentially unique and as it has no room number written on it, it is a very safe “key” system.



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Key Card3. The type and style of key card will vary from hotel to hotel, but usually it takes the form of a small folder or display card, which is used as a cover, for the key room key. The main purpose of the key card is to provide the guest with an identification card for the period of his stay in the hotel. Increasingly, the card is used as a sales tool, providing information on the hotel facilities and services.

It is the responsibility of the receptionist to:

Prepare the key card containing the relevant information; room number, arrival and departure date and • room rate / code and present it to the guest.

VOCABULARY: Package Holidays

Which word is the odd one out?

1. charter scheduled long-haul upgrade

2. guesthouse chalet motor home lodge

3. full board surcharge half board bed and breakfast

4. airline coach operator ferry company travel agency

5. backpacking wedding trekking guiding

6. villa visa foreign exchange insurance

7. safari currency honeymoon weekend break

8. single return round trip all-inclusive

Which category do the remaining words in each group belong to?

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Would Rather.

CONVERSATION


Receptionist: Abela Hotel. How may I help you?

Guest: I’d like to make a reservation.

Receptionist: Certainly. May I have your name?

Guest: John Braxton.

Receptionist: When will you be arriving, Mr. Braxton?

Guest: On June 29th. I’ll be staying for four days.

Receptionist: Would you rather have a single or a double room?

Guest: A double room.

Receptionist: How will you be paying?

Guest: I’d rather pay by credit card.

Language Focus: WOULD RATHER

PREFERENCES

Would rather (not) + infinitive without to.

Would prefer (not) + to infinitive Noun

I’d rather not change. I’d prefer to leave a bit later. I’d prefer a later departure.



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PRACTICE:

First answer these questions yourself. Then compare your answers with others in your class. Discuss the reasons for your answers.

1. Would you rather work in a hotel or in a travel agency?

2. Would you rather work long hours or short hours?

3. Would you rather work with people or alone?

Now write four similar questions to ask your partner. Take turns to ask and answer.

ORAL PRACTICE:

Use the prompts below to make similar dialogs. Take turns to ask and answer.

Example: tea / coffee?

A: Would you rather have tea or coffee?

B: I’d rather had tea, please.

1. Pay with cash / credit card

2. Smoking room / non - smoking room

3. A room with a view of the beach / a room with a view of the city

4. Check out now / check out later

5. A double room / a junior suite

6. An English breakfast / a continental breakfast

Fill in the gaps the dialog with the correct form of the verb given.

A: Can I help you?

B: Yes. I ______________________ (like) reserve a room from August 15th to August 18th.

A: Certainly, sir. _________________________ (prefer) smoking or non - smoking?

B: Smoking, please.

A: And __________________________________ (rather) have a view of the beach or a balcony?

B: I ____________________________ (prefer) a balcony please.

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READING:

VISTAMAR HOTEL

It is located right on the beach in Pochomil, Nicaragua. From the airport the drive is about 90 minutes to the Pacific Ocean coastline of Nicaragua where the Hotel is located where you can relax and enjoy your vacation.

There are a total of 43 rooms with a maximum capacity of three or four persons each. The rooms are distributed among 17 two story bungalows that have two or three rooms and the main building which has several rooms. Each room has its own terrace with hammock, private bathroom, TV, ceiling fan, air conditioning, closet and telephone. Also, we offer in several of our rooms a kitchen rental adjacent to the room, in case the client wishes to take their food or beverages.

Spend your time relaxing in one of our three pools with a cocktail from the bar and later dine in our restaurant of international quality. The pools are surrounded by small huts where you can sit down and relax, while you hear the singing of the birds that inhabit the gardens, in the middle of freshness and tranquility of all the nature and flowers around you.

The hotel offers 1 terrace for social events, karaoke and an entertainment program for adults and children with activities and games such as beach and pool

volleyball, soccer, among other games; all coordinated by our highly qualified entertainment personnel. Additionally, the Hotel offers a gift shop, fax and internet services, ATV’s rental, horseback ridding, laundry service, and coordination of local car rental. There is private parking and 24 hours security.

During the sunset you can enjoy a stroll along the coast on foot or horse back riding. And if you prefer to watch the sunset from the privacy of your own room, you can do it from the hammock on the terrace. The Jacuzzi is another option for you to spend your time in order to forget of your everyday problems during your stay at the Hotel.



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Would Like To.

CONVERSATION


Receptionist: Edgware Inn. Can I help you?

Guest: Yes, I’d like to reserve a single room, please.

Receptionist: Certainly, sir. What’s your name, please?

Guest: Baughan, that’s B-A-U-G-H-A-N. When will you be arriving?

Receptionist: Thank you, Mr. Baughan. When will you be arriving?

Guest: April 1st.

Receptionist: How many nights?

Guest: Until April 6th.

Receptionist: So that’s a single room for five nights. What kind of room would you like Mr. Baughan?

Guest: A single room with a bath.

Receptionist: How would you like to pay?

Guest: By credit card, Visa.

Receptionist: What’s the credit card number, please?

Guest: It’s 1234 567890.

We use WOULD LIKE TO for polite requests and offers.

Would like + nounWould like + to infinitive.

I’d like some information about the hotel. Would you like a single room? I’d like to know about hotel services.

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ORAL PRACTICE:

Make dialogs like this using the suggestions below.

Ex: A: Would you like a smoking room?

B: No, I’d like a…

1. make a reservation / an enquiry

2. leave this morning / this afternoon

3. pay by cheque / credit card

4. a room with a bath / a room with a shower

5. continental breakfast / English breakfast

6. junior suite / suite

7. single room / double room

8. pay by credit card / pay by traveler’s checks.

9. a Queen-size bed / King-size bed

GRAMMAR PRACTICE:

Complete the sentences below with would like or would like to.

1. I _________________________ reserve a double room for April 4th and 5th.

2. We _________________________ room with a view of the beach.

3. ______________ you ____________ a smoking or a non-smoking room?

4. Red Hotel ________________________ apologize for the inconvenience.

5. I _________________________ have room service.

6. ______________ you ____________ book now?

7. We _________________________ have the cherry pie, please.



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ORAL PRACTICE:

Work with a partner. Make sentences or questions using would like or would like to.

EX: You want to collect your ticket now. You have a cheque book with you.

I’d like to pay by cheque, please.

1. A guest is booking a room. You want to know the kind of room.

2. You want to know if the guest wants a smoking or non-smoking room.

3. You want to ask a guest the way of payment.

4. You don’t know the departure date of a guest. What question do you ask?

5. You are taking a phone call from a guest. You want to know if s/he needs another service.

SPEAKING:

Info – Gap:

You and your partner are planning a trip to San Juan del Sur, a city 111 kilometers from where you are now. You would like to stay there for a week.

Partner A, your partner has information about the Hotel Colonial and Las Cascadas.

Get information about the two hotels from your partner, and then discuss the reasons for staying at each hotel and some reasons to go by car, or by bus.

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Unidad I: Proceso de documentación e Información de los huespedes

Con esta unidad el alumno desarrollará la capacidad de:Reproducir la pronunciación y significado del vocabulario clave de forma oral y

escrita.

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Unidad I: Proceso de Documentación e Información de los HuéspedesVocabulary: Accounting terms.

VOCABULARY: Money Terms.

Account: n. a record of money a person deposits into a bank.

Balance: n. the difference between credits and debits in an account.

Bank: n. a building in which commercial banking is transacted.

Bank charges: n. money paid to a bank for the bank’s services etc.

Barter: v. to trade without using money.

Borrow: v. to ask for the temporary use of money on the condition of repayment and at a set

rate of interest.

Branch: n. local office or bureau of a bank.

Cashier: n. an employee of a bank or building society who receives and pays out money.

Checkbook US: n. book containing detachable checks; chequebook UK.

Check US: n. written order to a bank to pay the stated sum from one’s account; Cheque UK.

Counterfeit: n. v. fake money made in order to deceive.

Credit: n. money in a bank a/c; sum added to a bank a/c; money lent by a bank -also v.

Credit card : n. (plastic) card from a bank authorizing the purchasing of goods on credit.

Currency: n. money that is used by a country.

Current account: n. bank a/c from which money may be drawn at any time; checking account US.

Debit: n. a sum deducted from a bank account, as for a cheque - also v.

Debit card: n. you use a debit card in much the same way as a credit card but instead of receiving

credit after making your purchase, the funds are utomatically (within a few days

usually) withdrawn from your bank account.

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Debt: n. the state of owing something (specially money).

Denomination: n. a number that expresses the value of a coin or bill.

Deposit: n. an amount of money placed with a bank.

Deposit account: n. bank a/c on which interest is paid; savings account US.

Fill in UK: v. to add written information to a document to make it complete; to fill out US.

Interest: n. money paid for borrowing money that a bank or building society pays a customer

for putting money into their bank.

Lend: v. to give the temporary use of money on the condition of repayment and at a set

rate of interest.

Loan: n. money lent by a bank, and that must be repaid with interest –also v

Mortgage: n. most of us do not buy our homes outright for cash–instead we borrow money

to do so.

Overdraft: n. deficit in a bank account caused by withdrawing more money than is paid in.

Pay in: v. [paid, paid] to deposit or put money in to a bank account.

Payee: n. person to whom money is paid.

Paying-in slip: n. small document recording money that you pay in to a bank account.

Standing order: n. an instruction to a bank to make regular payments.

Statement: n. a record of transactions in a bank account.

Withdraw: v. to take money out of a bank account - withdrawal n.

Withdrawal : n. the act of taking out money.

Matching Exercise: Money and Banking

1. _____ Savings a) money you borrow and pay back later

2. _____ Loan b) when you spend more money than you have in an account

3. _____ Mortgage c) money you do not spend but keep in the bank for later




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4. _____Overdraft d) a record of where your money is in the bank

5. _____Interest e) to put money into your bank

6. _____Withdraw f) a special arrangement to borrow money to buy a home

7. _____ Deposit g) to take money out of a bank

8. _____ Account h) a percentage you pay when you borrow money

READING:

What items would you expect to find on a hotel bill? Continue this list:

Room charge (per night)

Meals

___________________

___________________

___________________

___________________

___________________

___________________

VOCABULARY PRACTICE:

Complete the expressions with the appropriate words.

a. How would you like ____________________?

b. Could you just ________________ here, please?

c. How much do you ____________________?

d. Would you just like to _______________ it ____________?

e. Can you tell me what this ______________ is for?

f. Do you _____________ Visa?

g. Can you tell me what the _________________ is?

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h. Cash or __________________?

i. Is __________________ charged on that?

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

Look at this example of a bill for a guest staying at the Crown Hotel.

The Crown Hotel Km. ½ Carretera Norte. –tel. 505-255-5888

Page No: 1 Room: 216

Folio No: 9182 Room Rate: 116.00

Name: Mrs. Townsend Arrived: 26 October

Address: Own account Departed: 28 October

Nationality: USA No: Person 2

__________________________________________________________________________________________

Date Outlet Description Charges Total

__________________________________________________________________________________________

26 October Lounge bar S 2.65

26 October Lounge bar S 7.35

26 October Rose Room Drink S 3.90

26 October Rose Room Wine S 11.25

26 October Rose Room Dinner S 3.50

26 October Dinner Bed & Bfas S 116.00

26 October Newspapers: Paid O E .30

27 October Dinner Bed & Bfas S 116.00

27 October Rose Room Wine S 12.50 273.45




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a. How many people were staying?

b. What was the room number?

c. How many nights did they stay?

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

e. What was not included in the room rate?

f. What extras did they buy?

g. How did they pay?

LANGUAGE STUDY: Using numbers

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

“That’ll be thirty-seven dollars twenty” ($37.20)

“Room four oh eight”. (408)

“Two hundred divided by one point four equals one

hundred and forty-two dollars eighty-six”. (200 ÷ 1.4 = $142.86)

“… less two dollars commission … comes to one

hundred and forty dollars eighty-six cents.” (- $2.00 = $140.86)

Match these figures with the spoken sentences which follow.

1. $2.50

2. $2,216

3. $1.00 = C$ 19.99

4. $24 + 15% service = $27.60

5. $100 bill

6. Room 504: $273.45

7. 4 x $4.25 = $17

8. $100 – 10% = $90

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a. We are currently exchanging at nineteen Cordobas ninety nine to the dollar.

b. The total charge for the group is two thousand, two hundred and sixteen dollars.

c. I gave you a hundred-dollar bill!

d. That will be two dollars fifty, please.

e. One hundred dollars less ten per cent commission makes ninety dollars.

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

g. The bill for room five oh four comes to two hundred and seventy-three pounds forty-five (cents).

h. Twenty-four dollars plus fifteen per cent service equals twenty-seven dollars sixty.

Read these amounts to a partner and get them to make the final calculation.

a. $2.50 + $4.15 =

b. 10% of $150 =

c. 5 x $14 =

d. $206 + $2,314=

e. $16.95 x 2 =

f. $1000 – 10%=

g. $60 + 15% =

h. $4,396 + 3,221=

Make up some on your own and read them to your partner.

SPEAKING:

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

a. check expiry date

b. compare signatures

c. watch client sign




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d. write number on back

e. take imprint of card

f. hold up to light and examine

g. ask for passport or other identification

h. phone client’s bank

VOCABULARY PRACTICE:

Complete the text using the following words:

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

Guest accounting

Hotels operate complex systems of guest accounting. Rooms are not usually paid for __________________. It is normal for guests to __________________ only when they __________________ of the hotel – although usually a ________________ or credit card number of hotel services during his/her stay, for example, drinks in thee bar, room service, and so on. These are either paid for at the time or added to the guest’s final bill (in which case the ____________________ must issue a signed ___________________ to the accounts department).

Verbos en participio pasado para describir cambios

Past participles to describe changes

BASE FORM PAST PARTICIPLE

cancel Cancelleddo Done

speak spoken

make made

prefer Preferred

report reported

include includedsend senttell told

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ORAL PRACTICE:

Work with a partner. Make sentences with the following cues, to report a change. Use the past participle of the given verb.

your letter / translate1.

the shower / repair2.

tax / include3.

your reservation / postpone4.

your dress / wash5.

your luggage / pick up6.

your plane ticket / buy7.

your room / clean8.

the meal / charge / to your bill9.

the pictures / take10.

a taxi / call11.

the phone call / make12.

the fax / send13.

the bed / make14.

your room / change15.

We use the past participle of a verb to talked about a change we have made.

Your reservation has been cancelled, as requested.




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Cláusulas Adjetivas

Adjective Clauses.

ADJECTIVE CLAUSES

Adjective clauses give information about nouns or pronouns

I thank the woman who helped me.I thank the woman that helped me.The book which is on the table is mineThe man whom I saw was Mr. Jones.I know the man whose bicycle was stolen.The building where he lives is very old.I’ll never forget the day I met you.

In adjective clauses, use:

Who = for peopleThat = for both people and things.Which = for things.Whom = for peopleWhose = to modify people and things.Where = to modify a place.When = to modify a noun of time.

LANGUAGE FOCUS: DEFINING RELATIVE CLAUSES

We can use relative pronouns to explain the meaning of foreign words or we give more information about something.

We have two kinds of breakfast which are English and continental.

• Defining relative clauses say which particular noun is being discussed. • Defining pronouns include WHICH, THAT, WHO, WHOSE, WHEN, WHERE. • Defining relative clauses do not use commas.

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ORAL PRACTICE:

Combine the two sentences. Use the second sentence as an adjective clause.

Example:

I saw the man. He closed the door.

I saw the man who closed the door. Or I saw the man that closed the door.

1. The new receptionist is happy. He made a reservation.

2. The boy is from China. He sat next to me.

3. The taxi driver was friendly. He took me to the airport.

4. The book was good. I read it.

5. The people were very nice. We visited them yesterday.

6. The tour was exciting. I went to it.

7. The man was very kind. I talked to him yesterday.

8. I must thank the people. I got a present from them.

9. The picture was beautiful. She was looking at it.

10. The man is standing over there. I was telling you about him.

GRAMMAR PRACTICE:

Answer the questions by using a relative clause in your response.

Example: You read a book. Was it interesting?

Response: Yes, the book I read was interesting.

1. You drank some tea. Did it taste good?

2. You are sitting on a chair. Is it comfortable?

3. You talked to the traveled agent. Did she answer your questions?

4. You bought a coat. Did it keep you warm?

5. You went to a soccer game. Was it exciting?




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6. You eat at a cafeteria. Does it have good food?

7. You are wearing boots. Are they comfortable?

8. You saw a movie last night. Was it good?

9. You stayed at a hotel. Was it in the middle of the city?

10. You spent your vacations in Corn Island. Did you like the place?

PRACTICE:

Read the conversation. Then complete the last part of the conversation, based on the information. Use adjective clauses.

A: Alex, let me show you around and introduce you to some people.

B: Great.

A: Alex, this is Judy Gonzalez. She’s our payroll assistant. She hands our paychecks every

two weeks. Judy, this is Alex Martinez. He’s going to be one of our tour guides.

C: Hi, Alex. Nice to meet you.

B: Hello, Judy. Nice to meet you, too.

A: And this is Roger Blanco. He’s my assistant. He prepares guide’s schedules. Roger,

this is Alex.

D: Oh, we’ve already met. Hi, Alex. How is it going?

B: So far so good.

A: And this room has VCRs and audiocassette recorders, maps, magazines and brochures.

Now do you have a better idea of this place?

B: Sure. Judy is the person ___________________________________________________.

Roger is the person ______________________________________________________.

And this is the room ______________________________________________________.

A: You’ve got it

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ORAL PRACTICE:

Work with a partner; combine the two sentences into one sentence.

Example:

1. a. Do you know the people? b. They stay in room 201.

Do you know the people who stay in room 201?

2. a. The woman gave me some information. b. I called her.

3. a. The police officer was friendly. b. She gave me directions.

4. a. The waiter was friendly. b. He served us dinner.

5. a. The people were very nice. b. I met them at the party last night.

6. a. The people have three cars. b. They live next to me.

7. a. The man talked a lot. b. I met him on the plane.

8. a. The man talked a lot. b. He sat next to me.

9. a. Three women walked into my office. b. I didn’t know them

10.a. I talked to the women. b. They walked into my office.

GRAMMAR PRACTICE:

Complete the sentences in column A with the adjective clauses in column B. Consult your dictionary if necessary.

COLUMN A COLUMN B

1. A Bostonian is someone… a. who has trouble sleeping.

2. A pilot is a person… b. who seeks to overthrow the government.

3. A procrastinator is someone… c. who flies an airplane.

4. A botanist is a scientist… d. who studies weather phenomena

5. An insomniac is somebody… e. who lives in Boston.

6. A revolutionary is someone… f. who hates people.




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7. A misanthrope is a person… g. who always puts off doing things.

8. A meteorologist is a person… h. who knows a lot of about a little and a little about a lot of

9. A jack-of-all-trades is someone… i. who has many skills.

10. An expert can be defined as a person… j. who studies plants.

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Unidad I: Atención a las demandas de los huespedes.

Con esta unidad el alumno desarrollará la capacidad de:Utilizar el idioma Ingles para la atención a las distintas demandas de los

huéspedes durante su estancia en el hotel

Demandas de los Huéspedes

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Unidad I: Atención a las demandas de los huéspedesLanguage to offer apology.

CONVERSATION:


RECEPTIONIST: Good evening. Can I help you?

GUEST: Well. I hope you can. I’m in room 607 and frankly is disgusting. I’m extremely annoyed.

RECEPTIONIST: Oh, dear. What exactly is the problem?

GUEST: Everything. For a start, the room is ridiculously small. I specifically requested a large room.

RECEPTIONIST: I see. Is there anything else?

GUEST: Yes, there is! It’s absolutely filthy. Yesterday, when I arrived, it was dirty, and it’s quite obvious that it hasn’t been cleaned for days – the bath’s got dirty marks all over it and there’s dust everywhere.

RECEPTIONIST: Well, that’s strange: they should have cleaned it this morning and yesterday. Are you sure?

GUEST: Of course I’m sure! I know dirt when I see it! And another thing: the sheets haven’t been changed.

RECEPTIONIST: Oh, dear. I’ll send room service up with some clean sheets, and I’ll make sure the room is cleaned first thing tomorrow morning.

GUEST: Tomorrow! I’m afraid that’s not good enough. I want it cleaned now, immediately, do you hear?

RECEPTIONIST: Well, I’m terribly sorry, but that’s not possible. The cleaning staff have all finished now. You should have complained earlier.

GUEST: What? This is totally unacceptable! If you can’t clean my room then I want to move.

RECEPTIONIST: I’m awfully sorry, but we’re fully booked.

GUEST: I don’t believe this. I demand to see the manager.

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WORD STUDY:

When a speaker wants to emphasize an adjective or make it stronger (especially during an emotional exchange such as complaining and apologizing), it is common to use an intensifying adverb, e.g.

“I’m extremely sorry”. However, not all combinations of adverb and adjective are possible.

Which adjectives can be used with which adverbs? Tick ( √ ) the appropriate boxes.

sorry sure Disappointed annoyed unacceptable filthyextremelyabsolutelyVery

terriblyquite

Complete the following sentences with an appropriate adverb / adjective combination from the ones above.

a. I’m _______________ that I didn’t make any international phone calls from my room.

b. We were ____________ with the hotel, considering that so many people had recommended it to us.

c. The standard of the food was terrible. It was _________ __________.

d. The swimming-pool obviously hadn’t been cleaned for ages. It was __________ ____________.

e. I’m ___that it’s so noisy. Unfortunately, it’s unavoidable because we’re having essential repairs done.

f. The chef is obviously a perfectionist. He gets _____ ____________ if the slightest thing goes wrong.

Vocabulary related to overbooking.

PROFESIONAL VOCABULARY

Early Arrivals. Guests who arrive for check-in one or more days in advance of their scheduled check-in date. It is in the hotel’s best interest to accommodate early arrivals since they usually stay for several room nights.

Out-Of-Inventory. Rooms are not always available for sale. Instead, they may be placed either out-of-inventory or out-of-order. A room placed out of inventory is not readily repairable and is never sold as-is. Out-of-inventory (OOI) rooms usually have a major problem requiring a lengthy down-time (e.g. flooded, smoke-damaged, in renovation, or converted into hotel office/storage space).


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Because of their lengthy downtime, out-of-inventory rooms are removed from the available inventory. As a result, the denominator (rooms available for sale) in an occupancy calculation is reduced by the number of out-of-inventory rooms. The result is that occupancy is artificially bolstered.

Out-Of-Order. A room placed out of order is generally repairable in a matter of minutes or hours (e.g. broken television, noisy air-conditioner, or leaky faucet). Indeed in some cases, out-of-order rooms are sold as-is with a slight “nuisance” discount to the guest. Out-of-order rooms are never sold if they pose a safety risk to the guest. Because the problem is minor in nature, out-of-order rooms are not removed from inventory. As a result, the numerator (rooms sold) and denominator (rooms available for sale) in an occupancy calculation remain unchanged when accounting for OOO rooms.

Overstays. Guests who remain in the hotel one or more days past their originally scheduled check-out date.

Understays. Guests who depart the hotel one or more days before they are scheduled to check-out.

Walks. Hotels facing an overbooking situation may be forced to walk guests they cannot accommodate in-house. Although walking the guest has a terrible anti-service ring to it, in reality it may be a fairly positive experience. The hotel should be prepared for the guest, have management explain the predicament and alternate accommodations, transport the guest directly to the other property, and resolve all billing arrangements in advance. The next day, most properties return the guest to the original hotel.

SPEAKING

Work in pairs.

Student A:

You have organized a holiday for a group of twelve friends. You received a fax confirming room reservations for your group at the hotel for two nights from Friday evening (standard rooms) but when you arrive you are told that the hotel did not reserve your rooms. Decide what rooms your party needs (singles, twins or doubles) and make sure that the hotel:

finds rooms for all your group.• Apologizes for the mistake• Upgrades at least some of the rooms.•

Student B:

You are in charge of room allocation. A group of guests has just arrived unexpectedly. Look at the reservation chart information below and deal with the situation.

Ask for proof and details of the booking.• Apologize for the mistake.• Explain what happened.• Find out how many people are in the party and what rooms they need.• Show sympathy and understanding of the guest’s complaint.• Allocate the cheapest available rooms – you are expecting a fax confirming bookings for the superior rooms • so you want to keep them free.

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Pronunciación de Verbos y Sustantivos

Stress syllables for nouns and adjectives.

PRONUNCIATION: Stress and Meaning

Adjectives Nouns

amusing amusement

angry anger

attractive attraction

comfortable comfort

decided decision

elegant elegance

financial finance

long length

luxurious luxury

magnificent magnificence

motivated motivation

occupied occupancy

operated operation

spectacular spectacle

surprising surprise

wide width

Practice with a partner reading the following sentences.

1. Last night I went to the amusement park.

2. I like Richard, he’s very amusing.


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3. Rosa is angry because of the bus strike.

4. This is a luxurious and elegant hotel.

5. This view is magnificent and spectacular.

6. The news is very surprising.

7. The room is wide and comfortable.

Phrases to accept complain.

Match the complaints with the responses below.

It’s disgusting, the sheet’s stained.1.

The shower curtain is torn in the bathroom.2.

I’m afraid that the room is terribly dusty.3.

The fluorescent light is making a funny noise.4.

The window is stuck.5.

The faucets are dripping, I can’t turn them off.6.

I did ask for a newspaper in my room.7.

The waste paper basket is full.8.

Expressions of Apology.

I’m sorry to hear that.We apologize for…

Please accept our apologies for …Please be sure that we will…

Your satisfaction is our priority.We value your custom highly.

Thank you for bringing this matter to our attention.I do apologize, sir / madam…I’m (most) terribly sorry, …

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a. I’m terribly sorry about that. I’ll have a clean one brought to your room.

b. I do apologize. I’ll have it emptied for you.

c. I’ll get it cleaned for you straightaway.

d. If you tell me which one you read I’ll have it delivered.

e. Oh dear. I’ll get someone to open it.

f. I’ll have it changed by the electrician.

g. OK, I’ll have them looked at by a plumber.

h. Is it? I’m sorry; I’ll get a new one fitted.

Professional practice: Dealing with complaints.

Match the phrases in the box with the advice below.

I’m (very / terribly) sorry. What seems to have happened is that…

There’s been a misunderstanding. We’ll look into the matter and…

I suggest that we… I’ll see to it straightaway.

I do apologize for the inconvenience.

Thank you for bringing the matter to my attention.

There seems to have been a problem / a mix – up.

• If the guest is angry go somewhere private.

• Listen carefully to the complaint and don’t interrupt or argue.

• Thank the person for bringing the matter to your attention.

______________________________________________________

• Speak normally without raising your voice.

• Apologize for the inconvenience.

______________________________________________________


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• Explained what happened.

______________________________________________________

______________________________________________________

• Explain what action will be taken and how soon.

______________________________________________________

______________________________________________________

______________________________________________________

SPEAKING

Work in pairs. Student A you are a guest at a hotel. Look at the following problems and complain to reception. Student B you are the receptionist. Deal with the guest’s complaints. Use expressions of apologies.

You lose your key and the replacement key is missing.• The service in the restaurant is very slow and the waiter doesn’t speak English very well and brought the • wrong order.There are no instructions on how to operate the TV set and the remote control is not working.• You booked a non-smoking room at the hotel and have been given a smoking room by mistake.• The room is noisy, the bath leaks and there are no towels in the bathroom.• You are unhappy because your meal was cold and your side salad had an insect in it.•

Offering compensation:

Work in pairs. Hotels often give meal vouchers or room upgrades in response to complaints. What other forms of compensation do hotels offer?

PRONUNCIATION

Word stress

How many syllables are there in each word? Mark the stressed syllable.

acceptable apologize

unacceptable compensation

inconvenience misunderstanding

apology mix-up

sympathetic

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Modales Can, Could y Causativos

Can / Could.

SPEAKING:

Work in pairs. Look at the pictures. What reasons for travel do they show? What other reasons for travel can you think of?

What are the needs of these types of travelers? Think of the following:

transport accommodation catering entertainment

Work in pairs. Discuss questions.

1. Who travels more frequently, a holidaymaker or a business person?

2. Is a business traveler more likely to use a scheduled or a charter flight?

3. What kind of hotel is a business traveler likely to stay in?

4. What forms of transport will a business traveler use?

5. Why are business travelers so important to travel agents, airlines and hotels?

VOCABULARY:

Work in pairs. Decide which hotel facilities these symbols represent.

• Which facilities are important to hotel guests if they are on a business trip?

• What other facilities are important to these people when choosing a hotel?


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READING:

Complete the text for the Forum Hotel with the following titles.

Meeting facilities Accommodation Facilities Location Dining Leisure

________________________

This elegant, modern hotel is conveniently situated on Flor Beach, offering the magnificent view of the Colonial Church. And ideal location for sightseeing and for visiting the local business, shopping and entertainment areas.

_______________________

The “Cacerola” restaurant serves dishes of national and international cuisine. Rooftop coffee shop, bar, grilled bar. Food for vegetarian and other special diets available.

_______________________

The hotel offers twenty single, seventy double rooms and ten suites. All rooms are equipped with satellite TV, direct – dial telephone, air conditioning, minibar and room service. There non-smoking rooms and rooms for disable persons.

______________________

The leisure facilities of the hotel include a sun terrace, indoor swimming pool, sauna, massage, tennis courts, mini-golf and casino.

________________________

Our business center offers a full range of secretarial services. Currency exchange, hairdresser, flower shop, newsstand, perfume counter, babysitting service, laundry service, outdoor parking and hotel taxis. Pets are allowed.

________________________

At our guests’ disposal are four nice conference rooms and an exhibition area, which are able to accommodate up to 400 people. We offer the highest quality conference equipment.

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VOCABULARY:

Complete these sentences using the italicized words from the text

1. Some rooms are _________________________ modem sockets and fax machines.

2. The ______________________ restaurant has a fantastic view of the city.

3. The hotel _____________________ a professional interpretation and

4. There is a _____________________ of conference equipment.

5. The small conference room is ___________________________ a maximum of 100 delegates.

6. Vegetarian _____________________ are also available.

7. There are both _____________________ and ____________________ exhibition areas.

8. There is a business center __________________________ from 9 am to 5 pm.

SPEAKING:

Recommending places to visit.

Work in pairs. Find out which three places your partner would like to visit in your country and why.

LANGUAGE FOCUS: MODAL VERBS CAN, COULD, AND MIGTH

We use can for possible options or simple facts.•

If you want to visit, you can go to Granada.

We use can / could for suggestions.•

You can / could have a delicious vigoron in the central park.

We can also use might for recommendations.•

You might want to take pictures of the old buildings.

We use an infinitive after modal verbs but without to.•

You can / could hire a boat and travel around the islets.


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LANGUAGE PRACTICE: Recommending and Making suggestions.

Match the sentences halves.

1. ___ You can get

2. ___ You could go by

3. ___ You can also change money

4. ___ You can also take

5. ___ You might want to change money

6. ___ You can purchase the concert tickets

7. ___ You might want to travel

8. ___ You might not want to travel

a. by bus to Bluefield because it’s cheaper.

b. in the bank it’s safer.

c. take the bus in the old train station.

d. by public transportation it is often dangerous.

e. plane because it’s faster than bus or car.

f. on the street with the Coyotes.

g. At the entrance.

h. Masaya from any Nicaraguan city or town.

SPEAKING:

Role – play Activity.

Student A:

You are a receptionist at a hotel in your country. Suggest some places to the guest.

Student B:

You are a tourist in Nicaragua. You would like to go out this evening but you also want to go to the hotel early because tomorrow your coach tour leaves at 7 a.m. Ask the receptionist to recommend some places. You are interesting in these activities:

Movies theater cafés eating something

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WORD STRESS:

How many syllables are there in these words? Which ones are stressed?

1. conference

2. business

3. facilities

4. accommodate

5. traveler

6. equipped

7. equipment

8. comfortable

9. convenient

10. twentieth

ORAL PRACTICE

Reply to each situation with a possibility. Use can or could.

1. I want to cash a check.

2. I am really hungry.

3. I have a stomachache.

4. I need to buy a suit.

5. I am going to a party and I don’t know what to take.

6. I need to send this letter.

7. I have a terrible headache.

8. I want to visit a famous beach.

9. I want to go surfing.

10. I want to eat national food.

11. I want to buy some handcraft.

12. I want to go swimming.


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Causative Verbs.

CONVERSATION


RECEPTIONIST: Hello. Reception.

GUEST: Oh, hello, this is Mrs. Wallstein here from room 202. I have a suit that needs dry-cleaning. Is it possible to have it done at the hotel?

RECEPTIONIST: Certainly madam, just give it to the chambermaid tomorrow morning before nine o’clock and then we’ll have it ready for you in the evening.

GUEST: Great. Is it possible to get my hair done tomorrow before, say, eight – thirty?

RECEPTIONIST: I’m sorry madam, but the hair salon doesn’t open until 9 a.m.

GRAMMAR PRACTICE:

A hotel manager has identified a number of problems. Write what he needs to have / get done.

1. The hot tap in room 301 leak.

(fix) ____________________________________________________

____________________________________________________

2. Some of the light bulbs don’t work.

(replace) ___________________________________________________

___________________________________________________

LANGUAGE FOCUS: HAVE / GET / MAKE SOMETHING DONE

This structure is used to refer to actions done for someone by someone else.•

Is it possible to have some sandwiches sent up to my room?

GET is a little more informal than HAVE.•

I need to get it translated into English.

If we want to name the person who will do the action we use and infinitive.•

I’ll get the porter to carry your bags.

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3. The carpet in the lobby has a stain.

(clean) ____________________________________________________

____________________________________________________

4. There aren’t enough towels in the bathroom.

(deliver) ___________________________________________________

___________________________________________________

5. The kitchen window doesn’t shit properly.

(repair) ____________________________________________________

____________________________________________________

6. The wallpaper in the lounge are has faded.

(redecorate) ___________________________________________________

___________________________________________________

VOCABULARY

Use these words to describe the problems.

stained freezing missing stuck working

torn dripping sags

1. The bed ___________________________.

2. The pillowcase is ____________________.

3. The shower curtain is ________________.

4. The remote control isn’t _______________.

5. The tap is ________________.

6. One of the bedside lamps is ___________________.

7. The window is ________________ and I can’t open it.

8. It’s _________________ and the radiator is supposed to be on.


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MORE GRAMMAR PRACTICE:

Complete the sentences with verb phrases.

1. I got the receptionist ____________________________________________________.

2. Before I left on my trip, I had the travel agent ________________________________.

3. We finally got the housekeeper ___________________________________________.

4. When I am at work, my boss wouldn’t let me ________________________________.

5. When I’m at the restaurant, I sometimes have the waiter _______________________.

6. I’m more willing to help you ______________________________________________.

7. Travel agents sometimes have tourists _____________________________________.

8. Traveling alone, always makes me ________________________________________.

Atención a quejas de los huéspedes

Responding to complaints.

Look at this example of responding to a complaint.

Complaint Apology Action

This room is filthy I’m terribly sorry I’ll send someone up to clean it immediately.

Now respond to the following complaints in a similar way.

Complaint Apology Actiona. This soup is disgusting.b. I’m sorry to trouble you, but I don’t seem to have any towels.c. It’s really noisy. Can’t you do something about it?

d. The central heating’s not working.e. Look. Our sheets haven’t been changed.f. Sorry, but I ordered tea, not coffee.g. I can’t seem to get the shower to work.

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SPEAKING:

In groups, discuss how you would handle the following people complaining in your hotel:

A drunk customer in the hotel restaurant complaining loudly about the slow service.a. A guest who can’t speak your language very well, complaining about the size of his / her room (you b. think).An extremely rude and angry guest complaining about his / her bill when checking out.c. A dinner guest, who is part of a large an important wedding party, complaining about the quality of the d. food.An elderly gentleman complaining about how many stairs he has to walk up to get to his room.e. A foreign visitor to your country complaining about the weather.f. Compare your opinions with other groups.g.

Write down three or four similar descriptions of complaints. Pass them to another group to discuss how they would handle them. See if you agree.

Very / Too.

CONVERSATION:


Receptionist: Are you checking out now, sir?

Guest: Yes, that’s right. Room 407.

Receptionist: Here’s your bill, Mr. Collins. How would you like to pay?

Guest: Hold on a minute, this can’t be right. It says here $1020.00. I think there’s been a mistake. I’ve been overcharged.

Receptionist: I’ll just check that for you. The total includes room service which you order on the evening of the eighteen. It was chicken sandwich and a pot of coffee.

Guest: Yes, that’s right.

Receptionist: This amount here is for the drinks you had from the minibar in your room.

Guest: Yes, yes, but what’s this $704 for?

Receptionist: That’s the tax, which we have to charge. It’s explained in the hotel information pack in your room.

Guest: Well, what about this amount for phone calls? I don’t remember making any phone calls.


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Receptionist: I’ll just check our records. It says here there was a phone call to the United States yesterday evening.

Guest: Oh yes, that’s right – I call my wife. But I was only on the phone for a couple of minutes – I can’t believe it. It’s too expensive.

GRAMMAR PRACTICE:

Answer the questions in the negative using TOO and the words in brackets.

Ex: Can you read those numbers on the screen? (small)

No, they’re too small.

1. Are you going to use this projector? (noisy)

_____________________________________________________________

2. Are you going to hire the large conference room? (expensive)

_____________________________________________________________

3. Can you hear what he is saying? (far away)

_____________________________________________________________

4. Are you going to carry your luggage by yourself? (heavy)

_____________________________________________________________

LANGUAGE FOCU: VERY / TOO.

VERY and TOO come in front of adjectives.

They do not have the same meaning. Very means that something is difficult but possible and Too means that something is impossible.

TOO + ADJECTIVE

It’s too dangerous to go out at night.

VERY + ADJECTIVE

A suite is very expensive.

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5. Would you like to have lunch in the restaurant? (crowded)

_____________________________________________________________

6. Are you going to send the present by post? (fragile)

_____________________________________________________________

SPEAKING:

In pairs, A and B, act out the dialog between a receptionist and a guest who is checking out.

Student A

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

Student B

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

Start the dialog like this:

Receptionist: Good morning. How can I help you?

Guest: I’d like to check out, please.

Receptionist: Certainly. What room are you in?

Guest: …

ORAL PRACTICE

Join the two sentences to make one.

1. It’s very expensive. I can’t afford it.

2. It’s very sweet. I can’t drink it.

3. It’s very far. I can’t walk there.

4. It’s very quiet. I can’t here.

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6. It’s very high. I can’t touch it.

7. I can’t stay here. It’s very cold.

SPEAKING:

Look at the picture and say as much as you can about the problems in the hotel room. Use VERY / TOO.

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Frases de palabras de transición

Time makers and transitions words.

Using transitional words and phrases helps papers read more smoothly.

They provide logical organization and understandability and improve the connections and transitions between thoughts.

A coherent paper allows the reader to flow from the first supporting point to the last. Transitions indicate relations, whether within a sentence, paragraph, or paper. This list illustrates “relationships” between ideas, followed by words and phrases that can connect them.

When using Transitional words; be certain you understand their meanings before you use them. Often, there exists a slight, but significant, difference between two apparently similar words. Also remember that while transitions describe relationships between ideas, they do not automatically create relationships between ideas for your reader. Use transitions with enough context in a sentence or paragraph to make the relationships clear

Addition:also, again, as well as, besides, coupled with, furthermore, in addition, likewise, moreover, similarly.

Consequence:accordingly, as a result, consequently, for this reason, for this purpose, hence, otherwise, so then, subsequently, therefore, thus, thereupon, wherefore.

Generalizing:as a rule, as usual, for the most part, generally, generally speaking, ordinarily, usually.

Generalizing:as a rule, as usual, for the most part, generally, generally speaking, ordinarily, usually.


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Exemplifying:chiefly, especially, for instance, in particular, markedly, namely, particularly

Illustration:for example, for instance, for one thing, as an illustration, illustrated with, as an

Emphasisabove all, chiefly, with attention to, especially, particularly, singularly.

Similarity:comparatively, coupled with, correspondingly, identically, likewise,

Exception:aside from, barring, besides, except, excepting, excluding, exclusive of, other than, outside of, save.

Restatement:in essence, in other words, namely, that is, that is to say, in short, in brief, to put it differently.

Contrast and Comparison:contrast, by the same token, conversely, instead, likewise, on one hand, on the other hand, on the contrary, rather, similarly, yet, but, however, still, nevertheless, in contrast.

Sequence:at first, first of all, to begin with, in the first place, at the same time, for now, for the time being, the next step, in time, in turn, later on, meanwhile, next, then, soon, the meantime, later, while, earlier, simultaneously, afterward, in conclusion, with this in mind.

Summarizing:after all, all in all, all things considered, briefly, by and large, in any case, in any event, in brief, in conclusion, on the whole, in short, in summary, in the final analysis, in the long run, on balance, to sum up, to summarize, finally.

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Select the correct connector to fill in the blank.

1. ____ my computer froze, I had to restart it.

a. Since b. Because c. Consequently d. For

2. I couldn’t get it to start again, _______ the battery was dead.

a. so b. for c. because of d. because

3. I had left it on all day; ¬¬¬¬¬¬¬¬¬¬¬¬¬______________, it was dead.

a. consequently b. because c. so that d. therefore

4. ______ I needed to work, I had to go find the power cord.

a. For b. Since c. Due to d. Therefore

5. I had a “splitting headache” today. It got ______ bad that I had to take a tablet.

a. such b. therefore c. so much d. so

6. ________ technology is advancing, we will have to spend more time keeping up.

a. Now that b. Since c. Because d. In as much as

7. People choose Apple computers _________ their ease of use.

a. because b. due to c. due to the fact that d. because of

8. Other people prefer to use PCs _______ they are more universally used.


9. Other people prefer to use PCs __________ they are more universally used.


10. Why did Jack buy an iMac? He bought one _____ he could easily access the Internet.

a. so b. so that c. due to d. for

11. He had lots of free time, ________ he spent it ‘surfing’ the Internet.

a. so b. so that c. for that reason, d. since


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12. The team haven’t been playing too well. ......, they are expected to win this afternoon.

a. Nevertheless b. In contrast c. On the contrary

13. ........ in nearly every country in the world they drive on the right, in England they insist on driving on the left.

a. On the contrary b. In contrast c. Although

14. ........ to the north, which will remain warm and sunny, the south will become cloudy

during the early morning.

a. On the contrary b. In contrast c. Although

15. He couldn’t get the machine to work ........ following the instructions carefully.

a. despite b. however c. while

16. I’m not tired at all. ........, I’m feeling full of energy.

a. However b. In contrast c. On the contrary

17. ........ the computer had recently been repaired, it still kept crashing.

a. Although b. Whereas c. In spite of

18. I know we agreed to raise the issue at the next meeting ........ we simply won’t have

the time to discuss it.

a. although b. whereas c. but

19. The man was arrested ........ claiming to have been nowhere near the scene of the

crime.

a. whereas b. in spite of c. while

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Voz Pasiva

Passive Voice.

CONVERSATION:


RECEPTIONIST: Good morning, madam. How can I help you?

GUEST: I’d like to check out, please.

RECEPTIONIST: Certainly, madam. I’ll get your bill. What room are you in?

GUEST: 702.

RECEPTIONIST: Here you are, madam. Would you just like to check it through?

GUEST: Yes… Can you tell me what this item is for?

RECEPTIONIST: That was the morning papers you had.

GUEST: But I don’t think I ordered any papers.

RECEPTIONIST: Didn’t you? I’d better check the voucher… You’re quite right. Those papers were sent to 703. I’m very sorry about that, madam.

GUEST: That’s quite all right. Actually there’s another thing, I didn’t order anything from room service either. Do you think there’s some mistake?

Oh, look! I’ve been given the wrong bill – this is room 703 not 702!

RECEPTIONIST: I’m awfully sorry.

GUEST: That’s all right. I thought it was a bit odd.

RECEPTIONIST: Here you are Miss Smith, isn’t it?

GUEST: Yes. Ah, that looks better. Everything seems to be fine. Oh, there’s just one last thing. I wasn’t sure about services charges in the restaurant.

Are they included?

RECEPTIONIST: Yes, madam.

GUEST: Good I thought so.


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RECEPTIONIST: how would you like to pay?

GUEST: Do you accept Visa?

RECEPTIONIST: Of course. If I could just have your card.

GUEST: Here you are.

RECEPTIONIST: Thank you. .. That’s fine. I hope you have a pleasant journey.

GUEST: Thank you. Goodbye.

Active PassiveSimple Present The maid cleans the room. The room is cleaned by the maid.Present Continuous

The maid is cleaning the room. The room is being cleaned by the maid.

Present Perfect The maid has cleaned the room. The room has been cleaned by the maid.Simple Past The maid cleaned the room. The room was cleaned by the maid.Past Continuous The maid was cleaning the room. The room was being cleaned by the maid.Past Perfect The maid had cleaned the room. The room had been cleaned by the maid.Simple Future The maid will clean the room. The room will be cleaned by the maid.Be Going To The maid is going to clean the

room.The room is going to be cleaned by the maid.

Future Perfect The maid will have cleaned the room.

The room will have been cleaned by the maid.

GRAMMAR FOCUS: PASSIVE VOICE.BE + PAST PARTICIPLE

a. The chambermaid made the bed. (Active)

b. The bed was made by the chambermaid. (Passive)

In the PASSIVE, the object of an active verb becomes the subject of the passive verb: the chambermaid in (a) becomes the subject of the passive verb in (b).

The Passive is often used when: a. the thing happening is more important than the person or thing doing it (the agent). b. The agent is unknown or unnecessary. c. A more formal style is required.

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GRAMMAR PRACTICE:

Transform these active sentences into passive sentences.

Example:

They are building an extension next year.

An extension is being built next year.

1. We add service charge to your bill.

2. The housekeeping department hasn’t changed the sheets since last week.

3. They delivered the wrong newspaper to room 703.

4. Someone has stolen my passport!

5. As I turned round, turned round, the waiter was pouring the wine.

6. We expect guests to check out before twelve noon.

Match up these nouns and verbs and make sentences with the present perfect passive.

1. bed a. dust

2. carpet b. make

3. floor c. clean

4. bin d. vacuum

5. shelves e. empty

6. wash – basin f. sweep

Ex: The bed hasn’t been made.

Rewrite these sentences using the present simple passive of the verb.

Example: People make chocolate from cocoa beans.

Chocolate is made from cocoa beans

1. We request customers not to smoke.

_________________________________________________________________


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2. They speak Creole English in the Atlantic Coast.

_________________________________________________________________

3. We include service in price.

_________________________________________________________________

4. Chinandega produce oranges.

_________________________________________________________________

5. We serve meals throughout the day.

_________________________________________________________________

6. In Masaya, people make hammocks.

_________________________________________________________________

7. People in Masatepe make furniture.

_________________________________________________________________

8. People in San Juan de Oriente make pottery.

_________________________________________________________________

9. In 1972 an earthquake damaged the shell of Santiago Cathedral.

_________________________________________________________________

10. They built a new cathedral in 1992.

_________________________________________________________________

Put the verbs in these sentences into the past passive.

1. The temple _______________________________ from local stone. (build)

2. The ruins ____________________________ in the 18th century. (discover)

3. Extensive excavations ____________________________ in the 1930s. (make)

4. The site _____________________ to tourists in 1948. (open)

5. The holiday ______________________ by bad weather. (spoil)

6. The flight ________________________ by three hours. (delay)

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SPEAKING:

Work in pairs. Use local tourist maps and brochures to prepare a talk on a tourist attraction of your choice (e.g. a monument, building, industry, or craft). Use the passive where appropriate. Present your talk to another pair, or the class.

PRONUNCIATION:The/θ/and/ð/sounds

Listen to the pronunciation of th in these words. Which words have the /θ/ sound (the) and which have the /ð/ sound (think)?

1. this

2. thanks

3. thing

4. weather

5. thirty

6. clothes

7. fifth

8. there

Now practice the following words:

/θ/ /ð/With Thermal The They

Bath Three There EitherThanks Theft This OtherThink Theory That ThatThings Theatre Their ThenThick Thin Than Another

ORAL PRACTICE:

Work with a partner and answer to the complaints use the passive voice.

Ex: My room hasn’t been cleaned.

The maids should have cleaned.

It should have been cleaned.


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1. The sheets haven’t been changed.

2. The TV hasn’t been fixed.

3. The shower hasn’t been repaired.

4. My shoes haven’t been cleaned.

5. My wine hasn’t been cleaned.

6. My luggage hasn’t been brought in.

7. My laundry hasn’t been returned.

8. The carpet is dirty.

9. The soap and towels haven’t been replaced.

10. The waste – paper basket hasn’t been emptied.

11. The hotel made a mistake with my telephone bill.

12. The waiter will serve breakfast and lunch.

13. The doorman would call a taxi for us.

14. The cook is preparing a delicious lobster.

15. The waiter served the soup.

16. She may have left her purse.

17. The manager offered me a raise.

18. My boss told me the news.

19. The cook will make the cake by 7.

20. The workers had repaired the air-conditioner.

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SPEAKING:

Student A

You are the receptionist. You want to calm the guest down. Your tactics are:

a) to get the guest to say exactly what the problem is.

b) to “buy” time.

c) to offer something that is acceptable and possible.

Student B

You are the guest. You are extremely angry. Think about:

a) what exactly is wrong.

b) what you expected.

c) what you want to happen

GRAMMAR PRACTICE:

Choose the best answer.

1. The waste – paper ____________ in my room needs emptying.

a.. box b. bag c. basket d. can

2. Could you send someone up to my room? It _______________ been cleaned.

a. isn’t b. doesn’t c. haven’t d. hasn’t

3. I’m sorry there are no towels in your room. I _______________ send someone up immediately.

a. must have b. should have c. will d. would

4. If you want to sleep late, put the “Do Not Disturb” ___________ on the door.

a. sign b. note c. paper d. letter

5. I’m sorry you haven’t got your coffee. I’ll send someone up straight ___________.

a. up b. down c. off d. away


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6. The sheets should have. ____________ I’ll contact Housekeeping at once.

a. change b. changed c. be changed d. been changed

7. Could you send someone up to look up to look at the bathroom? The toilet isn’t _______________.

a. going b. marching c. doing d. working

8. I’m afraid I can’t sleep in my room. The _____________ is awful.

a. sound b. noise c. hearing d. disturbance

9. I will ask the maintenance people to _________________ to the broken light at once.

a. mend b. fix c. repair d. see

10. I would like to speak ________________ someone about the mess in my room.

a. to b. about c. for d. by

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Unidad I: Información sobre Servicios

Usar comparativos para mostrar normas de cortesía y disposición en la atención al cliente

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Servicio al Cliente

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Unidad I: Información sobre serviciosComparaciones con AS...AS

Comparisons as… as.

COMPARISONS WITH ASAdjectives and adverbs

Use AS + adjective or adverb. + AS to talk about things that are equal in some way.Jinotega is as cold as Matagalpa.

Use NOT AS + adjective or adverb + as to talk about things that are different in some way.Lake Xolotlan is not as big as lake Cocibolca.

Just is often used in comparisons of equality. TIP The schools here are just as good as the schools in town.

COUNT NOUNS

Use as many + count noun + as to talk about things that are equal in some way.There are as many problems in the country as there are in the city.

Use not as many + count nouns + as to talk about things that are different in some way.This hotel doesn’t have as many rooms as that hotel.

NOUN-COUNT NOUNSUse as much + non-count + as to talk about things that are equal in some way.The drive took as much time as we expected.

Use not as much + non-count + as to talk about things that are different in some way.In town there isn’t as much traffic as there is in the city.

SPEAKING

Work with a partner. Partner A is in favor of country living. Partner B is in favor of city living. Discuss the advantages and disadvantages of each. Use comparisons with as. Here are some words you may want to use.

Example: A: The city isn’t as quiet as the country. That’s a disadvantage of living in the city.

B: That’s true, but the country can be boring. It’s never as exciting as the city.

SPEAKING

Prepare a short speech about a city of Nicaragua. Use AS… AS; NOT AS… AS; AS MANY … AS; AS MUCH….

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AS.

GRAMMAR PRACTICE

Complete the statements by circling the correct option.

1. Teenage girls smoke almost ......... boys in many of the villages in West Java.

a. as good as b. as long as c. as soon as d. as much as

2. I told my son that I would take him to the circus next week ......... he keeps his promise not to fight with his sister.


3. You need to go to the hospital ......... possible. An erratic heartbeat can be very dangerous.


4. Oh no! I failed all my exams last week. I’m ......... dead when my parents see my final report card.


5. I bet you don’t love me ......... I love you. That would be impossible!


6. I will accept your marriage proposal ......... you promise to love me and take care of me forever.


7. Rampant corruption in Indonesia will continue to happen ......... the government continues to deny that the problem exists.


8. Many British housewives cannot understand why many British men love watching football twice ......... their women.


9. Many anti-war protesters think that the President of the United States should withdraw his troops from Iraq ......... possible.


10. Many anti-war protesters think that the President of the United States should withdraw his troops from


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Iraq ......... possible.


11. A wise man once said that a change is almost ......... a holiday.


Work with a partner and compare the following places. Use the comparative form as…as. In affirmative or negative statements, with count and non-count nouns, adjectives and adverbs. Say as much as you can from those places. Talk about their geographical position, food, weather, tourist attractions, history, etc.

1. Masaya / Granada

2. Jinotega / Leon

3. Managua / Rivas

4. Selva Negra / Hilton Princess

5. Corn Island / San Juan del Sur.

6. Ometepe / Granada.

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Unidad I: Servicios en el hotel

Con esta unidad el alumno desarrollará la capacidad de:Usar correctamente el tiempo condicional real presente.

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Unidad I: Servicios en el HotelCondicional Real Presente

If – Conditional (Real)

CONVERSATION


Guest: Good evening. My name is Williams I Have a reservation.

Receptionist: Good evening Mr. Williams. Yes, we Received your telex. A single room for two nights, leaving on 22nd December, would you fill in the registration form? I’ll get your key.

Guest: Thank you.

Receptionist: Here is your keycard. Your room number is 807. Would you like dinner? tonight?

Guest: Perhaps later.

Receptionist: Well, the hotel restaurant is open until 11:00 p.m. But if you want something to eat later than that you just call room service.

Guest: Good. Err… Is Mr. Archer here yet?

Receptionist: No sir. Not yet. Would you like to leave him a message?

Guest: Yes, I think so. If he arrives you tell him to call me, please.

Receptionist: Certainly sir. Now … the bellhop will show you up to your room. Have a pleasant stay, sir.

Guest: Thank you.

GRAMMAR FOCUS: THE REAL CONDITIONALLook at this sentence about the future.

If you give me your name and credit card number, I’ll hold the room for you. You don’t ask for a non-smoking room. You won’t get one.

The simple present is used in the IF clause.• Either the simple present or the future is used in the result clause.•

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GRAMMAR PRACTICE:

Fill in the blanks these sentences with the conditional.

1. If you (book) ____________________ in advance, we (offer) _________________ a

discount.

2. If you (reserve) __________________ a mini-suite, I’m sure you (be) _______________

more comfortable.

3. We (offer) ___________________ you a special rate if it (be) __________________ a

group booking.

4. If you (leave) ________________ me your fax number. I (fax) __________________ you

the information.

5. If you (not/explain) __________________ the value of the room rate, the guests (not /

upgraded) ___________________.

6. If you (book) ___________________ the guest into an executive suite, you (get)

_______________ a higher commission.

7. Guests (re-book) __________________ if a receptionist (tell) ______________ them

about special future events.

8. Corporate guests (not / book) ________________ if they (not / be offered)

________________ a special discount.

VOCABULARY: Checking in.

Match the words or phrases with their definitions. Use a dictionary to help you.

upgrade a. fixed cost that does not change.

upsell b. improve the category of something.

guest registration c. check – in.

available d. worth or price of something.


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availability e. special price offered to businesses.

corporate rate f. free or vacant.

value g. number of rooms that are free.

flat charge h. convince a client to purchase an upgraded service.

READING:

Read the text below and answer the questions.

1. What happens if the best rooms in a hotel are vacant?

2. Why do guests not know that better rooms are vacant?

3. Why do guests sometimes need a better type of room?

4. How can you convince a guest to book a better room at check in?

5. What’s another way of describing a reduced price for companies?

UPSELLING AT REGISTRATION

If the best rooms in a hotel are not often reserved, it is not good practice. The hotel loses money if it sells the standard rooms and the best rooms are vacant.

The registration process is an excellent opportunity for upselling better accommodation because:

Guest may not know that other rooms are available, especially when the reservation was made by a travel agent or secretary.

Reservations agents do not always mention the availability of better rooms, or they haven’t given a good description of

the upgraded accommodation.

Guests sometimes think about an upgraded room at check-in. Check – in. Business travelers might need more work space, e.g. a mini-suite for a meeting if there is a change in their business plans. Travelers will sometimes upgrade accommodation if they are tired after a long journey.

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Here are some ideas for upselling:

Find out whether the guests know of available upgrades.

“Are you familiar with our executive suites?”

Present the availability of upgrades as a unique opportunity.

“We’re offering a special rate for first – time guests with our executive suites”.

“For only $25 more, I can offer you one of our executive suites”.

Mention higher rates to show lower rates a good value for money.

“These rooms are usually $150, but because of [special circumstances] I can offer you a corporate rate of $100”.

Complete the paragraph below with the correct form of the verbs in brackets.

An upgrade should be reasonable value.

Hotels usually offer special discounts for companies or groups for the least expensive rooms. Better accommodation, such as a mini-suite or executive room, is offered at higher rates. However, the extra cost is not always justified.

For example, if the rate for a regular room (be) ___________________________ $100, and an executive room (cost) ________________________ $135, the guest (pay) ________________________ an extra $35. But when a special corporate of $79 (be offered) ________________________ for the regular room, the guest (have) __________________ to pay an additional $56 for the executive room, which might not be good value.

Many hotels now implement a “flat charge” system for selling upgrades. So if it (be) ______________________________ a good value for the guest, and the hotel (also / benefit) ______________________________.

Use the article to make conditional sentences.

If we …

upsell at registration If we upsell at registration, guest will upgrade rooms.

guest upgrade rooms _________________________________________

guest be happier _________________________________________

guests re-book _________________________________________

the hotel make more money ___________________________________

staff earn commission ________________________________________


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SPEAKING

Role-play. Work in Pairs. Student A, you are the receptionist at the Paradise Hotel. Student B, you are a guest.

Student A:

You are a receptionist at the Paradise Hotel. Deal with the hotel guests at registration• Offer to upgrade the guest’s room.• Offer the business traveler a mini-suite which has space for meetings or a meetings room in the conference • center.Welcome the guest. They have stayed at the Paradise Hotel in the past. Today they look especially tired. • Offer to upgrade their room.

Student B:

You are checking in at the Paradise Hotel.• You are a first – time guest. You are unhappy with your room and would like a better room. You don’t mind • paying a little extra.You are a business traveler. Your secretary booked a standard room. Your business plans have changed and • now you need to have meetings at the hotel.You are a repeat guest. You booked a standard room last time you stayed, but today you have had a very • long journey.

PRONUNCIATION: Polite Intonation.

Listen to how the voice goes up and down in these questions to make them sound enthusiastic and polite. Then practice saying the sentences.

Are you planning to visit Nicaragua, again, madam?

Do you know there’s a festival on in May, madam?

Do you know when you’re traveling?

Would you like me to book you a room now?

Shall I book you into a suite on your next visit?

Did you know we offer special rates to companies?

Have you seen our weekend offer?

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SPEAKING:

Work in Pairs, Role – play a check – out situation. Student A: You are a guest. Student B you are a hotel receptionist. Use these tips, remember to upsell at check out and try to re-book the guest.

Student B

Check out the guest. Make sure you mention any additional charges.• Tell the guest about any future festivals or events and try to re – book them to an upgraded room. If they • book a mini – suite, you will get higher commission.Say goodbye to the guest in a polite and friendly way.•

Student A:

Ask for the bill. Check that the bill is correct.• Listen to the information the front – desk – clerk tells you. Decide whether or not you want to re – book. If • you book a better room, you will have to justify the extra cost to your company.Ask the receptionist to send any useful information to your secretary.•

Problems with a bill.

Complete the check out dialog with these phrases.

have a good journey would you like to sign

is everything else all right that was the international

how would you like to pay that’s the registration fee

here’s your bill I think you’ll find it’s correct

shall I send you

Reception : ______________________________, madam.

Guest : Wait a minute. I think there’s been a mistake.

Reception : I’ll just check it for you __________________. The total includes room service.

Guest : But what’s this fee?

Reception : ________________________ which is obligatory in Nicaragua.

Guest : And what about this amount?

Reception : ________________________ phone call you made.

Guest : Yes, but it’s so expensive!


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Reception : Well, we do have a satellite line. __________________________________?

Guest : Yes, I think so.

Reception : _________________________, madam.

Guest : Credit card, please.

Reception : ________________________ here? Are you planning to visit our city again?

Guest : I’m not sure, it depends on work.

Reception : ________________________ our updated brochure in the new year?

Guest : Yes, OK. Here’s my address.

Reception : I hope you enjoyed your stay. ________________________ home.

Guest : Thank you. Goodbye.

PRONUNCIATION:The/æ//α:/and/ei/sounds.

Which underlined sound is the odd one out?

plan train travel attached

pay rate upgrade cash

registration plane fax same

card charge dollar large

exchange paid flat obtain

value rate address passenger

tax stay bank traveler

Now practice saying the following expressions.

1. Could you fill in the registration form, please?

2. The plane leaves at seven thirty in the morning.

3. May I have your address?

4. Sorry, we don’t accept travelers check.

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5. Shall I charge it to your room?

6. The banks open at eight-thirty.

7. When are you planning to travel?

8. The double rooms in our hotel are spacious and the rate is low.

Condicional Modales

Conditional – May / Can

CONVERSATION


Mr. Jones: Good afternoon.

Receptionist: Good afternoon, Mr. Jones. May I help you?

Mr. Jones: Look, this is my last weekend here so I want to have a wonderful weekend. Would you recommend some famous places?

Receptionist: Of course. Err, you could go to Ometepe Island, if you go there, you’ll have a wonderful time. If you go to Moyogalpa, you can go swimming at Santo Domingo Beach. If you visit Maderas Volcano, you can go hiking.

Mr. Jones: How far is it?

Receptionist: Well, it’s about three hours from here.

Mr. Jones: Oh! That’s a little far from the capital.

Receptionist: So you want to go to a nearer place. You could go to Masaya, then,

Mr. Jones: Masaya?

Receptionist: Yes, a very national place. If you go to Masaya, you should visit Masaya’s handicraft market. You can buy some souvenirs and take them to your country.

Mr. Jones: Well, it’s interesting, but … What else can I do in Masaya?

Receptionist: You might go to Masaya Volcano National Park.

Mr. Jones: Masaya Volcano? What will I see if I go there?


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Receptionist: If you go there, you’ll see a variety of birds, and plants, as well as you can hike Masaya volcano and walk through the crater.

Mr. Jones: Oh, that sounds nice. So I think I’m going to Masaya.

Receptionist: Enjoy your trip Mr. Jones.

Mr. Jones: Thank you very much; it has been nice of you.

GRAMMAR PRACTICE:

Complete the sentences with the verbs in parentheses. Use an auxiliary verb in the result clause.

1.If you __________________ (want) a room with a view of the ocean, you _________________ (tell) the desk clerk.

2. If they ________________ (reserve) two double rooms, they ____________________ (have) a discount.

3. If you ________________ (order) a taxi now, you ______________________ (have to) pay a booking fee.

4. If you _________________ (call) from reception, you __________________ (get) a taxi in about five minutes.

5. The banks open at 8:30 a.m. But if you ______________________ (have) traveler’s checks, the cashier _______________________ (change) them here at the hotel.

6. If the company offered me the job, I think I ______________ (take) it.

7. I’m sure Liz will lend you some money. I would be very surprised if she ______________ (refuse).

8. Many people would be out of work if that factory ______________ (close) down.

9. If she sold her car, she ______________ (not / get) much money for it.

10. They’re expecting us. They would be disappointed if we ______________ (not / come).

GRAMMAR FOCUS: CONDITIONAL: MODALSLook at this sentence about the future.

If you want a good comfort for yourself, you can stay in our hotel.

If I had enough time, I would go to Corn Island.

When a modal auxiliary is used in a condition sentence, it indicates uncertainly.

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11. I’m sure she ______________ (understand) if you explained the situation to her.

READING: Where to stay

From luxury hotels to simple ones, Nicaragua offers a wide choice of accommodations. Reservations are advised at all times, and especially in summer. Most hotels in Nicaragua can be reserved thru CentralAmerica.Com by calling one of our travel advisors at 1-800-948-3770 or sending an email to [email protected]

Camino Real Hotel

Km. ½ Carretera Norte. –tel. 505-255-5888

Camino Real Hotel in Managua has created an attractive atmosphere for the business and tourism travelers. First class installations, personalized attention, and a well-trained staff to meet the demands of today’s corporate guest and seasoned travelers.

Camino Real Hotel in Managua has created an attractive atmosphere for the business and tourism travelers. First class installations, personalized attention, and a well-trained staff to meet the demands of today’s corporate guest and seasoned travelers.

Camino Real Nicaragua is operated by Imperial Hospitality Management Company, operating also Hotels Princess in Guatemala, El Salvador, Honduras and Nicaragua. Conveniently located 2 minutes from the airport and 10 minutes from the city. Free shuttle to and from the airport available.

ACCOMMODATIONS:

116 Rooms, 4 Suites and Business Room • Wall to Wall carpeting • Cable and color T.V. • International direct dialing • Internet Access • Air Conditioning • Own power and purification plant • Room Service from 06:00 A.M. to 11:00 P.M•

Crowne Plaza Hotel and Resort, Managua.

Crowne Plaza Hotel and Resort, Managua. Located into the Historic Center of Managua and just a few minutes from the US Embassy and Government Buildings, the perfect place to enjoy your trip to Nicaragua.

Los Continentes Restaurant in the Lobby area. Modern and informal. Its specialty is Creole and international cuisine or just a snack.


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Royal Tepanyaki Restaurant in the Lobby area. Modern and informal. Its specialty is Japanese cuisine. It is necessary to make reservation.

- Ming Court Restaurant at the swimming pool area.

Modern and informal. Its specialty is Taiwan cuisine. La Cita Lobby Bar on the Ground floor. Entertainment.

At Crowne Plaza, we understand the needs of meeting planners and have developed these services, exclusively:

- 2 Hour Response Guarantee - Your initial inquiry returned within 2 hours - Crowne Meetings Director - A certified meeting planner providing expert help - Daily Meeting Debrief

- A complete itemization of all accounting for each day’s expenditures. - 11 meeting rooms - max. 1,600 theatre style, 800 classrooms, 2,600 receptions, 1,320 banquets.

The Hotel Features:

140 Guest Rooms; 30 Suites; 64 Non-Smoking Rooms

16 Double-Bedded Rooms; 78 Single-Bedded Rooms

Downtown/City Center; 2002 Last Renovation Date

7 Floors; Cocktail Lounge; 3 Restaurants; Rental Car Desk: Hertz, Dollar, Budget available in hotel.

All accommodations are designed with special care of the surrounding landscape and have spectacular views of mountains and/or lagoons. Televisions and refrigerators may be available upon request.

The Selva Negra Mountain Resort has many Lodging Options to offer the visitor: Fourteen hotel style rooms with front porches, nineteen bungalows of varying size, and four larger, slightly more modern chalets.

Hotel Style Rooms: Most of the rooms can easily accommodate up to four people. The average room contains two single beds, one double bed, bathroom, and small front porch. The rooms are located in two separate complexes. The Karen complex consists of 4 rooms. The Laguna (lagoon) complex consists of 20 rooms. Please refer to the lodging map for the location of the complexes.

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Food in the Mountains

The Selva Negra Mountain Resort offers restaurant services at a central building within easy access of all bungalows. It is located on one of the resort’s lagoons and offers a large deck with a wonderful view of both the mountain and the lagoon. At the restaurant you may choose from a wide variety of both local and international foods, including authentic German cuisine. Full bar services are also available where you will find international as well as local liquors and beer. The restaurant offers a buffet every Sunday from 12:00p.m. to 4:00p.m.

SPEAKING:

Work with a partner and say as much as you can about the hotels described above. Use the Conditional structure when giving information.

GRAMMAR PRACTICE:

Complete the following conversations with a correct form of the conditionals.

1. A: How long __________ it ___________ us to get to Rivas? (take)

B: That depends on the traffic. If there (be) _________ no much traffic, it (not / take)

_____________ long.

A: What time will you leave your home?

B: If I (get up) __________________ on time, I (leave) __________________ by 8:00.

2. A: Are you going to come skiing with us next weekend?

B: If I (get) __________all my work done in time, I (go) _____________.

A: How much work do you have?

B: Right now, not too much. But if my boss (give) ______________ me more, I (have)

_______________ much.

3. A: Oh, no! it’s getting cloudy.

B: Well, I know we had plans to go to the beach, but I (not / go) __________________ if it

(not / be) _________________ sunny.


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A: Me neither. We (freeze) ______________________ to death at the beach if there (be)

___________________ no sun.

PRONUNCIATION: The /i/ and /i:/ sounds

Listen and repeat the following words to practice the sounds /i/ and /i:/.

/i/ /i:/belongings morning believe reach

British smoking deal reasonableit this free seatlive ticket leave seesit with please theserich sick proceed rid

Now practice saying the following sentences:

1. Our prices are reasonable.

2. Would you prefer a smoking or a non-smoking seat?

3. The receptionist is dealing with a difficult customer.

4. Can you give three tickets, please?

5. The guests are leaving the hotel.

6. The guest lives in British city.

SPEAKING:

Role-play with a partner being a hotel receptionist and a business traveler.

Receptionist:

You are the receptionist in a hotel in your own city / town. The hotel has a restaurant and a bar, but no room service. You are at the reception desk when a guest arrives. Help the guest to check in and tell him / her about the facilities. Use conditionals in your information.

Business traveler:

You are on a business trip. You want to check into the hotel. You are expecting a telephone call from an important customer. What do you want the receptionist to do if the customer calls? Tell the receptionist that you want a late dinner in the hotel tonight, and that you want an alarm call in the morning.

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