English for Hotel 1

178 English for Hotel 1 7. _________________________________________________________________ 8. _________________________________________________________________ 9. _________________________________________________________________ 10. ________________________________________________________________ 2. Work in groups of four. Write a dialogs between a housekeeping staff member and a guest or a dialogs between housekeeping staff members. Use the structures studied in this unit. A: ___________________________________________________________________ B: ___________________________________________________________________ A: ___________________________________________________________________ B: ___________________________________________________________________ A: ___________________________________________________________________ B: ___________________________________________________________________ A: ___________________________________________________________________ B: ___________________________________________________________________ A: ___________________________________________________________________ B: ___________________________________________________________________ A: ___________________________________________________________________ B: ___________________________________________________________________

English for Hotel 1 179 CONCLUSION This unit provides students with opportunities to learn how to make a suitable complaint, and how to make a polite responses. Students practice all 4 skills of the English language via different types of exercises; especially making polite expressions along with using most of the vocabulary they have studied in this unit and in the previous units. This is beneficial for students to learn better both hotel vocabulary and grammar structures needed for communication in any hotel situations and in daily conversations as well.

180 English for Hotel 1 BIBIOGRAPHY Adamson, Donald. (1989). International Hotel English. Prentice Hall International (UK) Ltd. Azar, Betty S. & Hagen, Stacy A. (2006). Basic English Grammar. 3 rd Ed. Pearson Education. New YorK. Dangrojana, Pricha. (1987). Hotel Management and Operations. United Production Ltd. Gallery – Br daiichi Enterprises. (2016). Retrieved April 5, 2016, from http://www.brdaiichienterprises.com/gallery/ Harding, Keith&Handerson, Paul. (1998). High Season. Oxford University Press. Hotel management. (2016). Retrieved April 4, 2016, from https://www. hotelmanagement.net/ sponsored/keeping-it-clean-tips-for-improving- housekeeping-operations Hotel 'Panic Button' Measure Collects Enough Signatures To Qualify For Ballot. (2016). Retrieved April 4, 2016, from https://unions.org/union-news/2018/01/08/ hotel-panic-button-measure-collects-enough-signatures-to-qualify-for-ballot/ Housekeeping Images 23 - 280 X 187. (2016). Retrieved April 5, 2016, from https://carwad.net/wallpaper-64027 Kean, Leila. (1990). International Restaurant English. Prentice Hall International (UK) Ltd. Murphy, Raymond. (1997). Essential Grammar in Use. 2 nd Ed. Cambridge Univesity.

English for Hotel 1 181 Parker, Mae. (2016). Blountstown Health and Rehab Center. Retrieved April 4, 2016, from https://blountstownhealthandrehab.com/wp-content/uploads /2018/11/2018-nov-nl-cal.pdf Utawanit, Kanitta. (1998). Communicative English for Hotel Personnel. Thammasat University Press.

182 English for Hotel 1

UNIT 9 RECEIVING GUESTS AT A RESTAURANT INTRODUCTION In addition to the tastes and textures of food at the restaurant, staff’s courtesy has an important role in persuading guests to come to the restaurant again and again. Parts of being courteous staff are learning and using appropriate expressions in any situations associated with guests. Thus, when receiving guests at the restaurant, staff should speak very politely to them. Receiving guests at the restaurant Regularly, after greeting guests when they arrive at the restaurant, the restaurant staff will ask questions to get the information required for the successful meal of the guests. There are other different ways from the lessons that students have studied in the previous units that students can practice for this kind of opportunity, e.g. HOW TO MAKE POLITE QUESTIONS AND AFFIRMATIONS To ask for a guest’s requirement on food or anything else, we can use the phrase ‘would like’ for the word ‘want’ as it seems more polite. We can use the structure of making a request and offer to ask guests at the restaurant as well. The useful structure to form polite questions and affirmations is as follows: What + would you like + V. phrase/ N. phrase? What would you like to or der, madam? What would you like as your dessert, sir?

188 English for Hotel 1 When + would you like + V. phrase/ N. phrase? When would you like to order, sir? When would you like your dessert served, madam? Where + would you like + V. phrase/ N. phrase? Where would you like to sit, sir/ miss? Where would you like your dinner served, sir? Would you please + V. phrase? Would you please follow me this way, sir? Would you please have a seat, miss? Would you like to + V. infinitive + (O.)? Would you like to order now? Would you like to come this way, sir? I would like + O., please. = I’d like + O., please. I would like some fruit salad, please. I’d like a tuna steak, please. We would like + O., please. = We’d like + O., please. We would like some somtam, please. We’d like a pizza, please. The following exercises are provided through all four skills in order to help students learn more about language and structure usually used when receiving guests at the restaurant. Working on each of the following exercises will help students learn and understand more about the lessons in the previous units and in this unit. (Adamson, 1989: 9 – 10)

English for Hotel 1 189 LISTENING 1. Look at the picture of a waitress on duty then listen to Teresa Hanks, a waitress of the Central Hotel, receiving a couple at the restaurant. Listen to the dialog. Tape script 9.1 Picture 9.1: At a Restaurant Source: (cheerful waitress welcoming young couple, 2016: 1)

190 English for Hotel 1 2. Listen again and answer the questions. 1. For what time did the guest reserve the table? ______________________________________________________________ 2. How many people would there be at the table? ______________________________________________________________ 3. Where would they like to sit? ______________________________________________________________ 4. Who ordered roast beef? _______________________________________________________________ 5. Who started with fish? _______________________________________________________________ 2. Listen to the dialog again and complete the following sentences. Tape script 9.2 1. Yes, I have a _____________ for this evening. 2. Just a _______________, please. ………….. 3. Near the ____________ or near the stage? 4. Would you please come _____________? Here’s your table. 5. And here’s a menu. I’ll take your ____________later. 6. Are you _____________ to order now? 7. I’d like to ___________with……………

English for Hotel 1 191 4. Listen to another dialog and answer the questions. Tape script 9.3 Restaurant Clerk: Siam Grills, may I help you? Guest: I’d like to reserve a table for four, please. Restaurant Clerk: What time would you like, sir? Guest: 6. 30 p.m. tomorrow, please. Restaurant Clerk: Can I have your name, please? Guest: Lukas Blairs Restaurant Clerk: How do you spell your last name, please? Guest: B-L-A-I-R-S Restaurant Clerk: Thank you, Mr. Blairs. And can I have your contact number, please? Guest: 189-1198911. Restaurant Clerk: Thank you. So Mr. Blairs , a table for two at 6.30 p.m on Friday, July4th, or tomorrow evening. Guest: That’s correct. Thank you. Restaurant Clerk: Thank you. See you then. 1. When did the guest reserve the table for? _________________________________________________________________ 2. How many people would there be at the table? _________________________________________________________________

192 English for Hotel 1 3. Who made the restaurant? ________________________________________________________________ 4. Did the guest make the reservation by person or telephone? ________________________________________________________________ 5. How do you know that? ________________________________________________________________ SPEAKING 1. Work in pairs. Practice the following dialogs about receiving guests at a restaurant. Dialog 1 A: Hello, I have a booking tonight? B: Certainly, sir. What’s the name, please? Dialog 2 A: Excuse me. I’d like to have a meal here, please. B: Certainly, ma’am. Just for one person, I guess? A: Yes. B: Could you follow me this way, please? Dialog 3 A: Good morning. May I help you? B: Can we have a table for three, please? A: Certainly. Would you come this way, please?

English for Hotel 1 193 Dialog 4 A: Good morning. Can I help you? B: We’d like a table for two, please. A: Do you have a reservation? B: No, we don’t. A: I’m sorry, sir. We’re fully booked until 2 p.m. Would you like to wait in the lounge? Dialog 5 A: Siam Cuisines, may I help you? B: I don’t have a reservation. Do you have a table for two at 7.00 this evening? A: Certainly, sir. Can I have your name, please? 2. Work in pairs. Look at the picture and make a short dialog about receiving guests and taking them to a table. Then role play. Picture 9.2: Taking Orders Source: (Smiling waitress offering to young couple tasty dishes. Focus on girl, 2016: 1)

194 English for Hotel 1 A: ____________________________________________________________ B: ____________________________________________________________ A: ____________________________________________________________ B: ____________________________________________________________ A: ____________________________________________________________ B: ____________________________________________________________ A: ____________________________________________________________ B: ____________________________________________________________ VOCABULARY 1. Identify whether each expression is more likely to be said by a guest or a waiter. Then practice saying them. No. Expressions Speakers 1. Good evening. May I help you? 2. Good morning. We have a reservation for 12.30. 3. Good afternoon. Welcome to Siam Grills. 4. We don’t have a reservation. 5. Can we have a table for three, please? 6. Would you like to come this way? 7. I’d like to sit in the sun, please.

English for Hotel 1 195 No. Expressions Speakers 8. I’m sorry. We are fully booked until 8 p.m. 9. Could you find us a table for four, please? 10. Mr.Smith, a table for two at 7.00 p.m., Friday 11June . See you then, sir. 2. Work in groups of four. Make 10 sentences which are more likely to be said by a waiter/ waitress or a guest when the staff members receive guests at a restaurant. Use the words or phrases given for each speaker. Words Speakers Expressions 1. name waiter Can I have your name, please? 2. name Could you give me your name, please? 3. reserve 4. a table for five guest people 5. at 8.00 p.m. guest waiter guest

196 English for Hotel 1 6. karaoke room waiter 7. table in the guest garden 8. where waiter 9. recommend guest 10. follow waiter GRAMMAR Making polite questions and affirmations When waiters and guests have a conversation about seating, or reserving tables, they usually have some modals like ‘will, would, can, could’, in their sentences and might say them in short form: What would you………………+ When would you like + to ………..? Where would you Where would you like to sit, at the front or next to the door? Would you please………….? Would you like to + V.1+…….? I’d like …………..……, please. We’d like………………, please.

English for Hotel 1 197 Would you please come this way? Would you like to come this way, please? I’d like a table for five (people), please. We’d like a table at the corner, please. Source: (Azar & Hagen, 2006: 15; Murphy, 85) 1. Work in groups. Look at the picture and imagine what each guest and the waiter might say in this situation. Use the grammar forms above and the words given. Picture 9.3: Serving Food Source: (Young Restaurant Waiter, 2016: 3)

198 English for Hotel 1 No. Speakers Words Expressions 1. waiter to guest fork I’ll give you a fork, right away. 2. guest to waiter red wine I’d ……………………………………………………. 3. waiter to guest 4. guest to waiter sirloin steak I’d ……………………………………………………. 5. waiter to guest green salad Could you…………………..………………….…? 6. guest to waiter 7. guest to guest coffee …………………………………………………………….. 8. guest to waiter wine Can I…………………………………………………..? pass Would …………………………………………….…? as a soup What………………………………………………..…? 2. Work in groups of 4. Make 3 questions which each of the following hotel staff might ask a guest or other staff members. Then make another 3 expressions made by the guest. Use the grammar forms above and the words given as well as your own words. No. Speakers Words Expressions 1. a waiter coffee 2. a waitress fruit salad 3. a waiter wine 4. a guest dessert 5. a guest cake 6. a guest ……………………….

English for Hotel 1 199 READING 1. Work in group of 3-4. Read the following text about receiving guests then discuss the situation in the picture. Find out what the staff in the picture should or shouldn’t do. Picture 9.4: Friendly Servers Source: (Female guest sitting at table in cafeteria, served by four waiters, 2016: 1) GREET guests with \"Good evening, may I help you?\"(Or Morning, or Afternoon as appropriate.) Use guests' names, if known, and never use, \"Do you have a reservation?,\" as an initial greeting. ASK how many are in a guest’s party, rather than assume everyone waiting in a group is together. Confirm a guest's reservation, if necessary. ROUND quoted wait times up, instead of down. If hosts estimate wait times to be 20 minutes, they are better off quoting 25 minutes, instead of 20. A guest would rather prepare to wait 25 minutes and be seated in 15 minutes, than

200 English for Hotel 1 prepare to wait 15 minutes and waits for 25. You must have a fair and effective seating system in place, either computerized or on paper; it never hurts to have both systems in place. Seat the \"best\" tables first -- generally those with the best views -- gradually moving to all others; and give each waiter one table at a time, instead of \"slamming\" one server after another with multiple tables. Guests should be seated in a manner that each server is given adequate time to greet them and take at least part of their order, before being sat again. Statistics reveal the majority of restaurant patrons find waiting in a line to be seated preferable to being seated, and then waiting to be served. Keep track of when each table was seated, whenever possible. (The Essentials of Customer Service in Restaurant Management, 2016: 1 – 7) Discussion: .......................................................................................................................... ........................................................................................................................................... ..................... ................................................................................................... ............................................................. .................................................................................. .......................................................................... .... ............................................................................................................................................................... 2. Answer the questions about the texts. 1. Why do you think staff should call the guests’ names if known? _______________________________________________________________ 2. What shouldn’t staff say as the beginning of the greeting to guests? _______________________________________________________________

English for Hotel 1 201 3. How should staff make sure about the number of guests in each party/ group? _____________________________________________________________ 4. Why should staff round up the quoted wait times to guests, instead of rounding down? _____________________________________________________________ 5. What do ‘the best tables’ for guests refer to? _____________________________________________________________ 6. What is the writer’s suggestion when serving guests at a table? _____________________________________________________________ 7. What do most restaurant guests prefer; waiting in line before being seated and served, or being seated but waiting to be served? _____________________________________________________________ WRITING 1. Work in pairs. Write 5 questions and 5 affirmations made by restaurant staff to guests before they are seated in the restaurant. 1. _______________________________________________________________ 2. _______________________________________________________________ 3. _______________________________________________________________ 4. _______________________________________________________________ 5. _______________________________________________________________ 6. _______________________________________________________________ 7. _______________________________________________________________

202 English for Hotel 1 8. _______________________________________________________________ 9. _______________________________________________________________ 10. ______________________________________________________________ 2. Work in pairs. Write 5 questions and 5 affirmations made by guests to staff before the guests are seated in the restaurant. 1. _______________________________________________________________ 2. _______________________________________________________________ 3. _______________________________________________________________ 4. _______________________________________________________________ 5. _______________________________________________________________ 6. _______________________________________________________________ 7. _______________________________________________________________ 8. _______________________________________________________________ 9. _______________________________________________________________ 10. ______________________________________________________________ 3. Work in groups of four. Write a dialog between a restaurant staff member and a guest when they come for a meal at the hotel. _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________

English for Hotel 1 203 _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ 4. Work in groups of four. Write a dialog between a restaurant staff member and a guest on telephone making a reservation. _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________

204 English for Hotel 1 CONCLUSION This unit provides students with opportunities to learn how to be courteous by using polite expressions formed through one of the most common patterns essential for speaking and writing English; request and offer. Students practice all 4 skills of the English language via different types of exercises; especially making polite questions and affirmations along with using most of the vocabulary they have studied before in this unit and in previous units. This is beneficial for students to learn better both hotel vocabulary and grammar structuress needed for communication in any hotel situations and in daily conversations as well.

English for Hotel 1 205 BIBIOGRAPHY Adamson, Donald. (1989). International Hotel English. Prentice Hall International (UK) Ltd. Azar, Betty S. & Hagen, Stacy A. (2006). Basic English Grammar. 3 rd Ed. Pearson Education. New YorK. cheerful waitress welcoming young couple. (2016). Retrieved April 8, 2016, from https://www.shutterstock.com/th/image-photo/cheerful-waitress-welcoming -young-couple-647793244?src=tm64Aoq7376LJhSD-xGhKQ-1-61 Dangrojana, Pricha. (1987). Hotel Management and Operations. United Production Ltd. Female guest sitting at table in cafeteria, served by four waiters. (2016). Retrieved April 8, 2019, from http://iconswebsite.com/shutterstock-image /female-guest-sitting-at-table-in-cafeteria-served-by-four-waiters- 428506240.html Harding, Keith&Handerson, Paul. (1998). High Season. Oxford University Press. Kean, Leila. (1990). International Restaurant English. Prentice Hall International (UK) Ltd. Murphy, Raymond. (1997). Essential Grammar in Use. 2 nd Ed. Cambridge Univesity. The Essentials of Customer Service in Restaurant Management. (2016). Retrieved April 8, 2016, from https://www.universalclass.com/articles/business/the- essentials-of-customer-service-in-restaurant-management.htm

206 English for Hotel 1 Utawanit, Kanitta. (1998). Communicative English for Hotel Personnel. Thammasat University Press. Young Restaurant Waiter. (2016). Retrieved April 8, 2016, from http:// www.enews.tech/young-restaurant-waiter.html

UNIT 10 TAKING ORDERS INTRODUCTION Taking order can be said to be the most important job of the waiters and waitresses since whether guests can be satisfied with their meals or not depends on the orders the staff take, too. Accordingly, it is very important that they have to form clear and polite questions as they ask for the required information from guests. Moreover, they have to understand well what the guests try to convey so that they may become regular guests of the hotel in the future. HOW TO TAKE ORDERS As we have studied before in the previous units, we still use the same structure of requests, offers, as well as simple question and affirmative forms to make polite sentences appropriate for taking orders. In this unit, we will concentrate on making some conversations between a waiter or a waitress and guests ordering food. Therefore, questions for that will begin as follows: (Adamson, 1989: 14) What would you like + V. phrase/ N. phrase? What would you like to order, sir? What would you like for dessert, madam? How would you like + N. + V.3? How would you like your steak done, sir? How would you like your coffee, sir?

212 Would you please + V. infinitive +(O.)? Would you please give me your order, miss? Would you like to + V. infinitive +(O.)? Would you like to order now? I will have + N., please. = I’ll have +N., please. I will have a Tom Yam Goong, please? I’ll have a Tom Yam Goong, please? We will have + N., please. = We’ll have +N., please. We will have a fried rice, please? We’ll have a fried fish, please? The following exercises are provided through all four skills in order to help students learn more about language and structure usually used when taking orders from guests at the restaurant. Working on each of the following exercises will help students learn and understand more about the lessons in the previous units and in this unit as well.

English for Hotel 1 213 LISTENING 1. Look at the picture of a waiter on duty then listen to Tim Brown, a waiter of the Central Hotel, taking an order from guests. Listen to the dialog. Tape script 10.1 Picture 10.1: Taking Orders Source: (Cheerful young man waiter receiving order from guests in country restaurant, 2016: 1)

214 2. Then answer the questions. 1. What did the woman want? 2. Would she get Bingsu? 3. How would she like her steak? 4. What about the man? 5. Did they order more things? 6. When would they get their orders? 3. Listen to the dialog again and complete the following sentences. Tape script 10.2 1. Would you like to [1]_____________ now? 2. Yes. I’d like a mixed [2]_____________, followed by ____________ 3. Oh, then I’ll just have a [3]______________. 4. By the way, how would you like your [4]____________ done? 5. Would you like [5]____________ else? 6. Your [6]____________ will be ready in 20 minutes, sir, ma’am. 4. Listen to a waiter/ waitress/ server taking orders from guests and write out the questions you hear. Tape script 10.3 No. Questions often been used when taking an order 1. 2. 3.

English for Hotel 1 215 No. Questions often been used when taking an order 4. 5. 6. 7. 8. 9. 10. SPEAKING 1. Practice saying each question in Listening 4. ________________________________________________________________ ________________________________________________________________ 2. Work in pairs. Practice what to respond to each question, and then take turns to role play. _________________________________________________________________ _________________________________________________________________

216 3. Work in pairs. Look at the picture and make a dialog between a guest and a waitress. Then role play to class. Picture 10.2: Giving Orders to Guests Source: (Positive waitress taking a table order and smiling at a tavern, 2016: 1) A: _____________________________________________________________ B: _____________________________________________________________ A: _____________________________________________________________ B: _____________________________________________________________ A: _____________________________________________________________ B: _____________________________________________________________ A: _____________________________________________________________ B: _____________________________________________________________

English for Hotel 1 217 4. Work in Groups of 3. Look at the pictures and make a dialog between a waiter and guests in a restaurant. Two guests are ordering spicy green papaya salad, grilled chicken with sticky rice, and spicy minced pork salad. Picture 10.3: Papaya Salad Source: (Spicy Thai Salad - #GolfClub, 2016: 1) Picture 10.4: Minced Pork Salad Source: (51 Explicit Thai Food Pictures that Will Make, 2016: 1)

218 Begin the dialog by taking orders At a Thai I-sarn Restaurant Waiter: ____________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ VOCABULARY 1. Identify whether each expression is more likely to be said by a guest or a waiter at the table. Then practice saying them. No. Expressions Speakers 1. If you like nature, I’ll recommend a table in the garden. 2. Can I have a mushroom soup, please? 3. Would you please bring us a new napkin? 4. Would you like an aperitif? 5. What do you recommend as a dessert?

English for Hotel 1 219 No. Expressions Speakers 6. I’d like something sweet and sour. What do you recommend? 7. What would you like to order? 8. I’ll have a scrambled egg and poached salmon. 9. Would you like to see the wine list? 10. What about seafood curry in young coconut? It’s our specialty today. 2. Then make 3 conversations between a waiter and a guest. You can choose some expressions from the previous exercise to be parts of your dialogs. Example: Server: Would you like to order now? Guests: I haven’t decided. What do you recommend as a main course? Server: I can suggest you try seafood curry in young coconut. It’s excellent. Guests: OK. I’ll have it. Dialog 1: _________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________

220 ________________________________________________________________ ________________________________________________________________ Dialog 2: ________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ Dialog 3: ________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________

English for Hotel 1 221 GRAMMAR Taking orders When waiters take an order from guests, they try to make their expressions polite. They often have some specific modals in their sentences; can, could, will, would: What would you like ……….? What would you like for dessert? How would you like ……….? How would you like your steak done? Would you please………….? Would you please follow me? Would you like to + V.1+…….? Would you like to order now? And guests also make a polite request as they give an order to waiters by using the same specific modals in their sentences; can, could, will, and would in their sentences as a question or an affirmation. I’ll have …………………, please. (I will …) We’ll have ………………, please. (We will…) I’d like …………………, please. (I would….) I’ll have a tenderloin steak, please. I’d like a spicy green papaya salad, please. Source: (Azar & Hagen, 2006: 15; Murphy, 91)

222 1. Work in groups of 4. Look at the picture and make polite expressions for the waitress and guests as they are taking and giving orders. Picture 10.5: Outdoor Restaurant Source: (An unidentified waitress list the order of the guests at the terrace table of a cafe in the center of the Dutch city of Breda, 2016: 1) waitress:_________________________________________________________ Guests: _________________________________________________________ waitress: _________________________________________________________ Guests: __________________________________________________________ waitress:_________________________________________________________ Guests: _________________________________________________________ waitress: _________________________________________________________ Guests: __________________________________________________________ waitress: _________________________________________________________ Guests: __________________________________________________________

English for Hotel 1 223 READING 1. Work in groups of 3. Read the following text about taking food orders then discuss whether it’s easy or difficult to be an efficient server. Give the reasons to support your idea. Taking the Food Order: Proper etiquette requires that you start with the women of the table, then the children, and finally move on to the men. If, however, the woman is undecided, it is absolutely fine to move on to the next guest so that you do not make her feel uncomfortable. In taking the order, have your list of questions memorized. If ordering a salad, what kind of dressing? If ordering baked potato, what garnish? If ordering steak, how does it need to be cooked? By creating a list of questions for every menu item, you will be prepared when you are taking the order, and will not have to return to the table when the kitchen asks you for the missing detail because you forgot to ask. It makes for better and much more efficient service, if you ask all your questions while you are taking the initial order. If a customer is unsure, make a suggestion or two and what is particularly appealing about those dishes. This is where you can shine as a salesperson. (The Waiter and Waitress Guide to Properly Taking Food Orders from Restaurant Guests, 2016: 1 – 9)

224 Discussion: ________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________ 2. Answer the questions about the texts. 1. Who should a waiter ask first when taking orders from a group with mixed genders and ages? _______________________________________________________________ 2. What is important advice for any waiter s before taking orders? _______________________________________________________________ 3. What is important advice for any waiter s while taking orders? _______________________________________________________________ 4. What will happen if a server lacks the answer for No. 3? ______________________________________________________________ 5. What should a waiter do if a customer wonders about what to order? _______________________________________________________________

English for Hotel 1 225 WRITING 1. Work in groups of four. Look at the picture and write 5 requests and 5 offers which the waiter might make to guests. Picture 10.6: Offering Cutlery Source: (Percentage of People without Insurance, 2016: 1) 1. Work in pairs. Write 5 questions and 5 affirmations made by a waiter to guests while taking an order. 1. _______________________________________________________________ 2.________________________________________________________________ 3. _______________________________________________________________ 4.________________________________________________________________ 5. _______________________________________________________________ 6.________________________________________________________________ 7. _______________________________________________________________ 8.________________________________________________________________ 9. _______________________________________________________________ 10._______________________________________________________________

226 2. Work in pairs. Write 5 questions and 5 affirmations made by guests to a waiter while giving an order. 1. _____________________________________________________________ 2.______________________________________________________________ 3. _____________________________________________________________ 4.______________________________________________________________ 5. _____________________________________________________________ 6.______________________________________________________________ 7. _____________________________________________________________ 8.______________________________________________________________ 9. _____________________________________________________________ 10.______________________________________________________________ 3. Work in groups of four. Write a dialog between a waiter and a guest when they settle an order. ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _________________________________________________________________________ _________________________________________________________________________

English for Hotel 1 227 CONCLUSION This unit provides students with opportunities to learn how to be courteous by using polite expressions formed through one of the most common patterns essential for speaking and writing English; request and offer. Students practice all 4 skills of the English language via different types of exercises; especially making polite questions and affirmations along with using most of the vocabulary they have studied before in this unit and in previous units. This is beneficial for students to learn better both hotel vocabulary and grammar structures needed for communication in any hotel situations and in daily conversations as well.

228 BIBIOGRAPHY Adamson, Donald. (1989). International Hotel English. Prentice Hall International (UK) Ltd. An unidentified waitress list the order of the guests at the terrace table of a cafe in the center of the Dutch city of Breda. (2016). Retrieved May 10, 2016, from https://www.shutterstock.com/th/image-photo/breda-netherlands- may-5-2016-unidentified-1040303872?src=tm64Aoq7376LJhSD-xGhKQ-1-5 Azar, Betty S. & Hagen, Stacy A. (2006). Basic English Grammar. 3 rd Ed. Pearson Education. New YorK. Cheerful young man waiter receiving order from guests in country restaurant. (2016). Retrieved April 10, 2016, from https://www.shutterstock.com/image- photo/cheerful-young-man-waiter-receiving-order-616674020 Dangrojana, Pricha. Hotel Management and Operations. United Production Ltd. 1987. Fifty one Explicit Thai Food Pictures that Will Make. (2016). Retrieved April 9, 2016, from https://www.eatingthaifood.com/51-explicit-thai-food-pictures/ Harding, Keith&Handerson, Paul. High Season. Oxford University Press.,1998. Kean, Leila. International Restaurant English. Prentice Hall International (UK) Ltd., 1990. Murphy, Raymond. (1997). Essential Grammar in Use. 2 nd Ed. Cambridge Univesity.

English for Hotel 1 229 Percentage of People without Insurance. (2016). Retrieved May 11, 2016, from https://www.google.co.th/search?sa=G&hl=en-TH&q=waitress+in+the+ restaurant&tbm=isch&tbs=simg:CAQSlwEJTwH9hDtgBGAaiwELEKjU2AQaBAhC CBUMCxCwjKcIGmIKYAgDEijSEJUcjhzvG5QclhzfG4wckxzpG5k72C_1uL7glzy_ 1tL5o72SWRL90_1GjCdFhjZG7qreG36dAt-VwPzdJB5M0UBP22JohcQxX9yiSRrPYBG 6Mc1aOl63zkwMFkgBAwLEI6u_1ggaCgoICAESBFXnjS8M&ved=0ahUKEwiIwey WvL_fAhUN3o8KHfIuBUAQwg4IKCgA&biw=1600&bih=789#imgrc=cth33f9le0qAKM: Positive waitress taking a table order and smiling at a tavern. (2016). Retrieved April 9, 2016, from https://www.shutterstock.com/th/image-photo/positive- waitress-taking-table-order-smiling-612693281?src=tm64Aoq7376LJhSD-xGhKQ -1-34 Spicy Thai Salad - #GolfClub. (2016). Retrieved April 9, 2016, from http://thegolfclub.info/related/spicy-thai-salad.html The Waiter and Waitress Guide to Properly Taking Food Orders from Restaurant Guests. (2016). Retrieved May 10, 2016, from https://www.universalclass.com /articles/business/how-to-take-orders-in-waiter-and-waitress-training.htm Utawanit, Kanitta. Communicative English for Hotel Personnel. Thammasat University Press.,1998.

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