BASIC ENGLISH For internal use only

2015

ii

INTRODUCTION

The material of this book cannot cover the whole subject of hotel and travel

aspect. All variables followed the recent situation that commonly happened and

used in industry of hospitality and tourism. The content of the material could

be more dominant of the theory, but author hopes lecturers / trainee can

accumulate it to the real practice as the industry needs.

This book is just to be a guide for students to develop more knowledge before

they are going to work in industry.

The Objectives:

To provide a good service in language for all elements in hotel and travel:

a. The Job-related vocabulary, grammar and conversation in each

department of hotel and travel

b. The basic skill needs to perform a various task related in this field

Jakarta, June 2015

Nuryadina Augus Rini

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TABLE OF CONTENT

TOPIC PAGE

Unit 1. INTRODUCTION 2

Unit 2. T I M E 5

Unit 3. WHAT DO YOU DO 9

Unit 4. JOB TITLES AND JOB DESCRIPTION 14

Unit 5. HANDLING COMPLAINT 17

Unit 6. WHEN WILL YOU TRIP TO 20

Unit 7. REQUEST AND POLITE OFFERS 23

Unit 8. ACCOMMODATION 25

Unit 9. RESERVATION 29

Unit 10. SHOW ME THE WAY TO 33

REFERENCE 36

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Unit 1. INTRODUCTION LEARNING OBJECTIVES: Greetings

Country and Nationality

VOCABULARY

Greetings Response Note Hi Hi Informal

(often used by young

people)

Hello Hello Neutral greeting

How do you do How do you do Formal greeting

Nice to see / meet you Nice to see / meet you too Optional

Glad to see / meet you Glad to see / meet you too Optional

Pleased to see / meet

you

Pleased to see / meet you

too

Optional

Bye / goodbye Bye / goodbye Way of leaving someone

Have a nice day Have a nice day -

Good night Good night Used when people go to bed

SPEAKING

Practice 1. Zahra introduces herself to all department staff in AZ-Hotel as a new comer.

Zahra : “ Good Morning, please allow me to introduce myself as a new hotel receptionist.

I’m Zahratunnisa Nugroho, just call me Zahra. I’m from Depok, Indonesia.

I hope I’m welcomed to be a new comer here. Pleased to meet you here.

Thank you”

Anjani : “Hi, I want to introduce myself. I’m Anjani from Indonesia. I work as a

receptionist. Thank you to welcome me working here. Nice to see you

NOTE: Opening Introduction

“(Greeting), May I introduce my self,….my name is……….”

“(Greeting), I’d like to introduce myself, I am ……..”

“(Greeting), I want to introduce myself………”

“(Greeting), Let me introduce my self,……” (informal situation)

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Practice 2. Rini, Human Resources Manager, welcomes a new receptionist in his office

Rini : Good morning, I’m Rini, a Human Resources Manager.

Welcome to AZ-Hotel

Zahra : Pleased to meet you, My name’s Zahratunnisa Nugroho.

Rini : I’d like to introduce you to Antony, the Front Office

Manager.

Zahra, this is Antony Zein the front office manager

Zahra : Pleased to meet you, sir. I’m Zahratunnisa Nugroho

Antony : Hello Zahra, Pleased to meet you too. I hope you enjoy

working in AZ-Hotel.

Practice 3. Rini Ardin, a human resources manager, introduces a new receptionist to his

colleagues in the Front Office Department.

RINI : Good morning everybody

August : Good morning Rini

Rini : I’d like to introduce a new receptionist, Zahra.

She starts work tomorrow.

Diana : Hi Zahra, I’m Diana. Nice to see you

Zahra : Hi Diana, I’m Zahratunnisa Nugroho. Nice to see you too

August : Are you Australian?

Zahra : I’m not Australian, I’m from Indonesia.

Where are you from August?

August : I’m from Singapore

NOTE: Introduce yourself

What’s your name? My Full name is …

My nick name is …

My first name is …

My middle name is …

My last name is …

Surname is …

What’s your address?

Where do you live? My address is …

I live in …

What’s your phone number? My phone number is …

Being introduced

Do you know… (my mother/boyfriend…)?

This is …..(my sister, JANE..)

I’d like you to meet some of my friends.

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EXERCISE

1. Practice: Introduce your colleagues or your friend

2. Complete the table with Country and nationality below.

COUNTRY NATIONALITY

Indonesia Spanish Italy Polish England French Greek Irish Turkey Chinese

NOTE: Asking to repeat

“I’m sorry sir / madam, would you like to repeat please!”

“I beg your pardon, sir / madam!”

NOTE: More information

Where do you come from?

I come from…(country)

Where are you from?

I am from ...(country)

Are you Japanese?

Yes, I am Japanese

No, I am … (nationality)

What do you do? I am a ……..

I work at / in …

What is your job / occupation?

I am ………

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Unit 2. TIME LEARNING OBJECTIVES: Day, Week, Month, Year

Clock

Preposition

VOCABULARY

Practice saying these Numbers, Days, and Months.

NUMBER DAY MONTH 1 = one / First Sunday January

2 = two / second Monday February

3 = three / third Tuesday March

4 = four / fourth Wednesday April

5 = five / fifth Thursday May

12 = twelve / twelfth Friday June

22 = twenty-two / twenty second Saturday July

33 = thirty-three / thirty third August

…

September

October November December

SPEAKING

Practice 1. What information do you ask for when taking a reservation?

Zahra : Good afternoon, AZ-tour&travel. Can I assist you?

Mr. Setyo : I need to reserve a honey moon package.

Zahra : Certainly sir, we have three packages of honeymoon.

Denpasar: The Extravagance of Asia, Exotic Life of France, and

Turkmenistan Romantic Moon. What sightseeing are you looking for sir?

Mr. Setyo : actually, I’m looking for a natural beach life and having a romantic

occasion at night

Zahra : I see. We suggest you to join our Denpasar: The Extravagance of Asia. The

beach and the romantic night are the place you can enjoy full for your

honeymoon moment. This package has two types: 3D2N and 7D6N

Mr. Setyo : sounds nice. I’ve also read the detail about this package in your website

and I take the 7D6N.

Zahra : Good choice, sir. You have decided to choose our “Denpasar: The

Extravagance of Asia”. For when is it, sir?

Mr. Setyo : For 5th October

Zahra : ok, so that’s on Wednesday and your depart date is 12th October.

For how many people, sir?

Mr. Setyo : Just four. That’s me, my wife, my friend and his wife.

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Zahra : Just a moment sir, I will check the time for flight.

(======= time checking ======) Thank you for waiting, sir. Your flight on 5th October is in the morning at

09:00 a.m. and for departure time on 12th October is in the afternoon at

16:33 p.m. May I know to whom is this package for?

Mr. Setyo : Setyo. That’s me.

Zahra : How do you spell it sir?

Mr. Setyo : S – E – T – Y – O

Zahra : How about your email and your contact number?

Mr. Setyo : Here is my email: jsn@sahid.com and my phone number is

08011752012

Zahra : Thank you. So that’s the package for four people on 5th October to 12th

October for 7D6N package of Denpasar: The Extravagance of Asia.

Mr. Setyo : That’s great. Thank you

Zahra : Thank you for contact us, we will send the total charge and the payment

method to your email today.

Practice 2. Reading Text

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EXERCISE:

A. Answer these questions below:

1. When is Indonesia Independence Day?

2. What time is it now?

3. What time do you start your activity?

4. When were you born?

NOTE: C L O C K – second, minutes, hours

Use cardinal numbers: zero (0), one, two, three, …

Example: 17:15 = it’s fifteen / a quarter past five

17:45 = it’s fifteen / a quarter to six

*

*

* * to past A quarter past

O’clock

A half past

A quarter past

NOTE: PREPOSITION

IN = country (in Indonesia, in Myanmar, …)

city/town (in Jakarta, in Makassar, …)

district (in pondok cabe, in Sawangan, …)

building (in STP Sahid, in AZ-Hotel, …)

season (in winter, in summer, …)

part of the day (in the morning, …)

months (in May, in August, …)

ON = Floors (on the second floor, …)

Address (on Jl. Kemiri no. 12, …)

Days (on Saturday, on Friday, …)

Date (5th October, 17th May 2015, …)

AT = times (at 7 o’clock, …)

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5. Do you still remember when STP Sahid was established?

6. The official hours of STP Sahid open at _________ and close at _________

7. Normally , the college starts at ________ and ends at _______

8. What does “Weekday” mean?

9. What does “Weekend” mean?

10. When do you enjoy your fun with your family?

B. Now practice to mention the time below:

WHAT TIME IS IT?

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Unit 3. What do you do? LEARNING OBJECTIVES: Simple Present

Present Continuous

VOCABULARY

Prepare Make something / someone to be ready

Reserve Keep something for a particular purpose / time

Check Mark name or things as having been dealt with something

Visit Go to one place

Depart Go away / leave

Arrive Reach the place / the end of a journey

Tour Visit a place to learn something / for a special purpose

Trip Visit a place for a short time

Travel Visit a place over a long distance

Recommend Suggest a particular action to someone or something

READING

Practice 1. Read the text and answer the questions

A day in my life

My day usually begins at six-thirty. I get up and do some exercises for about

fifteen minutes. Then I take my shower. After my shower, I get dressed and have

breakfast with my family. I usually have a light breakfast, consisting of toast and coffee.

At seven-thirty I leave for school.

I usually take the bus to school. I catch the bus near my house and then walk

from the bus-stop to school. It takes about thirty minutes to get from my home to

school. My first class is at eight-thirty and I usually finish school at three. Sometimes I

stay late to have a game of volleyball or to work in the library.

I usually reach home at around four o’clock. When I get home I like to watch TV

for a while. Then I start my homework. I have dinner at seven o’clock. After that I often

have more homework to do. Sometimes I watch TV or go out with friends after dinner. I

generally go to bed around ten-thirty.

Questions: 1. What time does the writer have an exercise in the morning?

a. At 06:30 pm c. at 06:45 p.m b. At 06:30 am d. at 06:45 am

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2. How long does the writer need to do his morning activities before leave for school? a. 60 minutes b. 15 minutes c. 30 minutes d. an hour fifteen minutes

3. How long does the writer need to reach school? a. 60 minutes b. 45 minutes c. 30 minutes d. an hour fifteen minutes

4. The writer wastes his time in school around………to study

a. 6 hours b. 7 hours c. 8 hours d. 9 hours

5. How many hours does writer need in a day to do all his activities in a day?

a. 13 hours b. 14 hours c. 15 hours d. 16 hours

6. A light breakfast means, a. A cup of coffee or tea b. A cup of coffee or tea and toast c. A cup of coffee or tea and toaster d. Toast only

7. Break time after school, usually done by the writer to ……..

a. Have an exercise b. Stay in the library c. Work in the volleyball hall d. Be an employee in the library

8. The writer usually has something to do after dinner, such as………….except……

a. Finishing homework b. Have fun with friends outside c. Going to bed early d. Watching TV

9. The last activity of the writer ends around ……….

a. 30 minutes to eleven b. 30 minutes to ten c. 30 minutes before ten d. 30 minutes lately

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10. Does the writer have some fun in his daily activity?

a. Every hours is for studying and working b. He never has a time to be with his friends c. His activity in a day is d. He has time to have fun with friends

SPEAKING Practice 2. Zahra has an interview in AZ-Hotel

Zahra : Good morning, I have (1) an appointment with bu Rini Ardin to be

interviewed at 9:00 this morning.

Diana : Alright madam, please follow our concierge. He will escort you to HRD

room.

Zahra : Thank you

(in HRD room)

Zahra : Good morning madam, I’m (2) Zahratunnisa Nugroho. I have (3) an

interview with bu Rini Ardin

Rini : oh yes. I’m Rini Ardin. Have a seat please.

Well Ms. Zahra, I’ve read your detail CV and interest to interview you

today. Could you tell about yourself?

Zahra : I am (4) a hard worker and love to meet many different people. I learn (5)

many different characters from them and language they use (6). Learning

some new thing is (7) the way I know (8) what I don’t know (9) from them.

For in case, when they talk (10) polite and impolite, request (11) something

with low intonation and high tone, and many more. I choose (12) working

in hotel as a receptionist because hotel gives (13) me many new

experiments and experiences. It isn’t (14) bored and it’s (15) so fun meeting

new comers every day.

Rini : what time do you usually start (16) working?

Zahra : I work (17) in 3 shifts; morning from 06:00 to 14:00, afternoon from 14:00

to 22:00, and evening from 23:00 to 06:00. I usually arrive (18) to hotel

one and a half hour before working, and I leave (19) the hotel an hour later.

Rini : Why do you apply (20) to join in AZ-Hotel?

Zahra : I think AZ-Hotel can give me something new more than before. I’m still

Learning (21) everything and I believe (22) I can step forward to my better

future with AZ-Hotel.

Rini : Ok, Zahra. Our hotel is looking for (23) a person who is energetic, friendly,

and interested person. From your story, we decide (24) to accept your CV

to join with us working as a receptionist. Congratulation Ms. Zahra,

welcome to AZ-Hotel and develop this hotel together in a team

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EXERCISE

A. Choose the correct answer:

GRAND SAHID JAYA The five star Grand Sahid Jaya _____ [has/have] a long and rich history in the

Indonesian Hospitality industry combining traditional Indonesian charm with professional hospitality, an approachable style and spirited service with sincere values. The hotel _______[maintain/maintains] its cultural traditions and the identity _______ [is/are] not only in design but also by heart.

Situated on Jakarta's most prominant address along the Jalan Jend. Sudirman boulevard, the cities major commercial district where key corporations and financial institutions, retail businesses and entertainment venues _______[make/makes] their home. Located just 40 minutes by expressway from Soekarno - Hatta International Airport. There are 721 rooms and suites offer a unique variety of rooms to choose from with all the amenities of a modern hotel.

Our Guest Room facilities:

All guest rooms and suites ___________[include/includes] extra-large desks, full-stocked

refrigerated mini-bars, bathrooms’ telephone extension and Cable television. For guests

desiring even greater level of spaciousness and service, any of the 28 rooms and suites

on the hotel's two Executive floors will be ideal.

Nestled in the heart of Sudirman, Grand Sahid Jaya Jakarta ______[are/is] an ideal

spot from which to discover Jakarta. From here, guests can enjoy easy access to all that

the lively city has to offer. For those of you who want to venture out, British Council,

Embassy of Ukraine, Embassy of Canada _________ [is/are] just some of the attractions

available to visitors.

Grand Sahid Jaya Jakarta also _________ [offer/offers] many facilities to enrich your

stay in Jakarta. The hotel offers access to a vast array of services, including 24-hour

front desk, 24-hour room service, luggage storage, Wi-Fi in public areas, valet parking.

Guests can choose from 720 rooms, all of the rooms ________ [is/are] excluded an

atmosphere of total peace and harmony. Throughout the day you can enjoy the relaxing

atmosphere of the fitness center, outdoor pool, spa, massage, pool (kids). Superb

NOTE:

Simple Present

describes something that happen again and again or things

that never change (see example number: 1 – 20, 22, 24)

Present Continuous

describes something that happen now (see example

number: 21 & 23)

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facilities and an excellent location ________ [make/makes] the Grand Sahid Jaya Jakarta

the perfect base from which to enjoy your stay in Jakarta.

B. WRITING:

- Inform your routine activity at home and college

- Make a short story about a hotel accommodation in Indonesia using your

own words.

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Unit 4. Job Titles and Job Description

VOCABULARY

Restaurant Hotel Travel

Head Chef Housekeeping Travel agent Sauce Cook Front office Travel Consultant Head waiter FB Product Reservation Agent Waiter FB Service Tour Leader Barista Engineering Tour Operator Wine Waiter Human Resources Tour Guide Busboy Accounting Cashier

SPEAKING

Practice 1. Zahra is in her first day at work. See the conversation below.

Zahra : Good morning.

August : Hi, welcome to your first day. Hopefully, you enjoy working here.

Zahra : Thank you. You come so earlier.

August : I always arrive one hour earlier and leave an hour later.

Zahra : I see. What are you doing, August?

August : As an operator, I must prepare the operational form, check the telephone

line, and make a list of section needs before I have an incoming telephone.

Zahra : How long have you been in AZ-Hotel as a telephone operator?

August : it’s about 3 years, I’ve joined in AZ-Hotel. The first I worked in reception

desk for 2 years

Zahra : Mmmmh, I can learn about receptionist job from you then. Would you

please help me if I need a favor?

August : I will, Zahra. Just come to me.

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Practice 2. Dina brings a tour group in a program of Jakarta City Tour from

Sulawesi. Here is the quotation of Dina’s opening tour.

Good afternoon ladies and gentlemen. Welcome to Jakarta. I’m Dina as your tour guide. As the capital city of Indonesia, Jakarta is a well-known with

its MONAS which is looked beautiful at the night.

Our itinerary for tomorrow is we will visit Monumen National. For tonight you are free to

rest and relax in hotel. On this way to the hotel, I will give information about the hotel

where we stay. The name of our hotel is Sahid Hotel, it’s located at JL. Jendral Sudirman

kav. 86, Jakarta Pusat Indonesia 10220.

It is located in a strategic place, check a look on this map. Monas is not too far from Sahid

Hotel. It takes 30 minutes to 45 minutes. Sahid is also close to the biggest shopping centre,

like Tanah Abang, and Thamrin City Mall

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When we arrived there, we can look a wide lobby and we will get a warm welcome from all

of the receptionists who are very nice and friendly. Sahid hotel has complete guest rooms.

There are deluxe rooms, superior rooms, executive rooms, and suite rooms which are all

non-smoking rooms. There are Cable/satellite TV, 4-restaurant, spa, outdoor swimming

pool, and fitness center.

There are bath room (en-suite room), which has hot water, shower, and bath tub. I believe

that you will enjoy staying there, and if you are hungry, don’t worry this hotel has 4

restaurants, or you may enjoy having meals outside of the hotel that stay around the hotel.

Alright ladies and gentlemen, tomorrow we will visit Monument National (MONAS) at

eight o’clock. That will be a full day tour. Enjoy your night at Sahid Hotel and see you

tomorrow.

Here is the example of Hotel Organization Chart:

Taken from: www.google.com [images]

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EXERCISE

A. Answer the questions:

How about the Organization Structure in your hotel?

Can you explain their job desk?

Are you familiar with hotel and travel or airlines job?

Can you explain the job description of those job titles at the vocabulary in the box

above?

B. Match the job on the left to the job description on the right!

1. Waiter a. one who organizes the tour plan before departing

until arrival to the destination

2. Busser b. one who stands by to wait the hotel guest arrival

from somewhere in the airport

3. Barista c. a restaurant employee who takes order, carries food

and serves food to the guest

4. Captain Restaurant d. one who guides tourists on the way to their

destination

5. Steward e. one who take cares and helps guests arrange things,

such as ticket, bring luggage and give information

6. Concierge f. a restaurant staff who bring dirty dishes from the

table and bring the clean one

7. Hotel Airport trap g. one who control the ticket reservation

8. Tour leader h. a restaurant staff who directly supervises employee

service and controls all restaurant management

tasks

9. Tour guide i. a restaurant staff who washes and clears all dishes

and kitchen equipments in the kitchen

10. Ticketing staff j. one who mixes and serves alcoholic drinks at bar

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Unit 5. Handling Complaint LEARNING OBJECTIVES: Making Expressing Complaint

SPEAKING

Practice 1. At the hotel,conversation between Rini and Service Centre (SC).

What is the complaint about?

SC : Good morning, Ms. Rini. Can I help you?

Rini : Hello, good morning I want to complaint about my room . SC : Alright Madam, What thing is it? Rini : My water closed in my room, there are some problems there SC : Some problems , would you tell me what the problem is? Rini : The door in my bathroom cannot be opened, and the bathtub gets

trouble too, it is sink. SC : I’m so sorry to hear about the trouble you get in your room madam. I have noted your complaint and as soon as I will call the Engineering to fix it. Anything else? Rini : Oh.. one more thing I almost forget to tell you when the first time I entered the room, the room was not clean. Can you make up my room immediately? SC :Certainly madam, we are really sorry about it Madam. Rini :Ok don’t worry

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Practice 2. At the Restaurant

Mr. Jarwanto : Excuse me, waiter

Waiter : May I help you sir?

Mr. Jarwanto : Can you check my cream soup order?

Waiter : wait a moment, sir. I will take your note.

Here you ordered one crab cream soup without celery on it, isn’t it sir?

Mr. Jarwanto : you noted well, but look what you have served to me. It’s not a crab

cream soup but it’s a chicken with more celery on it. You know I really

don’t like celery. How come you served me the wrong order.

Waiter : I do apologize, sir. I didn’t mean to serve a wrong order. Would you

excuse me to change your soup with the crab cream soup without celery,

sir?

Mr. Jarwanto : how long should I wait? Your soup make me wait for 30 minutes then

you ask me to wait thirty minutes more. It’s ridiculous.

Waiter : I’m so sorry sir. Would you excuse me to ask my manager first about this

re-order, sir.

Mr. Jarwanto : ok

Waiter : Sorry for making you waiting. My manager said you get free for the

wrong order sir. How about that?

Mr. Jarwanto : I agree.

Waiter : Thank you, sir. We will bring your soup immediately.

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EXERCISE

Make a dialogue for each complaint below then practice it.

Remember the step:

1. apologize

2. explain the reason for the problem

3. offer a solution

1. Complaint I : Guest requested medium chicken porridge but got spicy

2. Complaint II : Waiter poured wine in a glass but it was spilled out to the guest

3. Complaint III : Guest needed to sleep early tonight but it was noisy next room

4. Complaint IV : Guest requested a taxi at 7 p.m but you forgot it

5. Complaint V : Guest ordered overcooked steak but got rare

NOTE:

Step of handling complaint and expression used:

1. Asking the problems

a. What can I do for you, sir/madam?

b. Can I do something for you?

c. May I help you?

2. Apologizing

a. I’m so sorry for the trouble you get in

your room

b. I’m really sorry about it

c. I do apologize for the inconvenient you

have in our hotel

3. Showing your sympathy then explain the problem

a. We promise there will be no more

trouble you get.

b. We will try to treat our guest as comfort

as you ask

4. Offering solution

a. We will call the engineering to fix your

problem sir/madam

b. We will change your room sir/madam

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6. Complaint VI : Passenger has been paid the flight ticket and already booked the

windows seat but it has been seated

7. Complaint VII : The plane is delayed for four hours, Passenger are getting mad

8. Complaint VIII : Flight attendant spilled out coffee to the passenger

9. Complaint IX : “I couldn’t find my baggage when I arrived in this airport in the “AZ-Airlines, and I have looked at it in the baggage claim too. Where are my belongings?”

10. Complaint X : The tour package wrote that the departure scheduled for “Kalimantan Borneo Tour” is on the first week of December, but until the third week of December we haven’t got any confirmation about this rescheduling,

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Unit 6. When will you trip to? LEARNING OBJCTIVES: WILL

To Be Going To

SPEAKING

Practice 1. August, Zahra, and Diana are discussing their holiday plan

August : Hi Zahra, Good Morning Zahra : Oh hi August, August : what is your planning for next month holiday? Zahra : I am going to go to my parent place in Makassar. How about you? August : I am not sure, whether I will go to Singapore or enjoy my holiday in Bali. Diana : Why are you so confused? August : Visiting Bali is my dream and I promise myself that I will visit it one day.

I guess this is the right time to plan it, but my parents ask me to visit them in Singapore, they miss me so much.

Diana : I see, it is a difficult decision. Zahra, what are going to do in Makassar? Zahra : My family and I are going to visit TORAJA. We have scheduled it 2 years

ago. Diana : That would be great, I wish I can join with you, but I don’t have off-duty

anymore. So, I will spend of my holiday time at work place. August : Okay enjoy your holiday then. Zahra : You too.

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Practice 2.

Zahra : Good morning, Mrs. Jarwanto. Are you going to confirm your check-out

time?

Mrs. Jarwanto: Good morning. Right and I'd like to make a reservation for the third

weekend in September.

Zahra : Alright madam, we have several rooms available for that particular

weekend. How long are you going to stay?

Mrs. Jarwanto : I’m going to stay for two nights.

Zahra : How many people is the reservation for?

Mrs. Jarwanto : Just for me.

Zahra : And would you like a room as alike as you have it before with a double

bed?

Mrs. Jarwanto : Yes please.

Zahra : Great. I’m going to put your reservation in our system madam. Just a

moment, please. Now what name will the reservation be listed under?

Mrs. Jarwanto : Rini Jarwanto

Zahra : Alright madam, your reservation is the same as it used to be. How about

the contact number? Is it 0226076435?

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NOTE: To describe future planning, you need: Will / Shall and To be Going To : Example: Tom will / shall be in Singapore for New Year

We will not celebrate New Year with party

Will they celebrate New Year with praying? New year, 1st January, is going to start at 00.00 am

New Year isn’t going to be on Christmas

Is New Year going to be on Thursday?

NOTE:

Shall not = Shan’t [“Shall” is used for British]

(seldom to use, and just for Subject she/He/It/I)

Will not = won’t [“Will” is used for US]

I’ll = I will / I shall

Optional Answer

Yes, …. Will / shall

No, … won’t / shan’t

Yes, … is / are / am

No, … isn’t / aren’t / am not

Mrs. Jarwanto : Yes, that’s my active cell phone number 0226076435.

Zahra :Great. How about the payment madam? Are you going to pay the same

Credit Card?

Mrs. Jarwanto : I guess no, I will deposit it by cash or transfer. Can I?

Zahra : I suggest you to pay by cash madam for a guarantee of the available

room you order because the date you want is a high season moment.

Mrs. Jarwanto : Alright, Zahra. How much should I deposit?

Zahra : It’s for two nights makes $ 200.

Mrs. Jarwanto : Ok here you are.

Zahra : So your reservation has been made for the twenty-fourth of September

for a room with a double bed and view of the ocean. Check-in is at two

o'clock afternoon. Pay deposit by cash. Anything else madam?

Mrs. Jarwanto : No that’s for now. Thank you so much.

Zahra : you’re welcome. If you have any other questions, please do not hesitate

to call us. We'll see you in September, Mrs. Jarwanto. Have a nice day.

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“What are you going to do to reach your

dream?”

Continue Study

Running a Business

Married

Working

EXERCISES

A. Answer with will or to be going to and some in negative !!!

1. I ________ finish my D-III in three years if I don’t have “E” in my subject. 2. If the government is serious to promote “Visit Indonesian 2008”, we

__________ have many tourists visiting Indonesia

3. I don’t think, I _________ try a new recipe from college 4. Give discount up to 30% for this high season, and your hotel _________ get many

visitors 5. Who ___________ be a President and Vice President in the next election. 6. “Are you serious, without studying you____________ get “A” for all subject?” 7. The soup____________ tasteless without salt and pepper. 8. The most religious person ______________ have heaven as a present from God. 9. May be, my family ________ stay at home at the night of New Year. 10. “I am sorry, tonight I _______ call you”. 11. More ingredients in your spaghetti ______________ more delicious. 12. Too much wine in your stew _____________ delicious but bitter. 13. Jennifer _____________ enjoy her New Year celebration because she is

hospitalized. 14. Our restaurant _______________ grill fish because there aren’t any fish. 15. That wine _________________ delicious if you drink it sips by sips.

*****************************************************************************

B. Complete the sentences below using FUTURE PREDICTION

a. Look! The cloud is so dark. I guess it …..

b. When you call me, I ….

c. After I graduate from Sahid, I ……

d. If you study seriously, you …..

e. Before raining comes, I ……..

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C. Tell your planning with this topic below:

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RESTAURANT 10 JL. RIDWAN NO.05 JAKARTA 51009

TELP: 021 – 51009

FAX : 021 – 51009

E-MAIL : RESTAURANT_10@HOTEL10.COM

RESTAURANT 10 JL. RIDWAN NO.05 JAKARTA 51009

TELP: 021 – 51009

FAX : 021 – 51009

E-MAIL : RESTAURANT_10@HOTEL10.COM

Unit 7. Request and Offer

SPEAKING

Practice 1. At the restaurant

Aeron : I have reserved a table for two.

Waiter : What name, please?

Aeron : Mr. Smith.

Waiter : Thank you. Would you like to have a table in the next door?

Fancy : Can we have a table by the window?

Waiter : Sure. This is no smoking area.

Aeron : That’s alright. Thank you Fancy

Waiter : Would you like to order something to drink?

Aeron : What would you recommend?

Waiter : We have very good house rose wine served in a carafe. Would you like to

try it?

Aeron : Fancy, what would you prefer to have?

Fancy : I have not decided yet. Can I have a glass of dry red? What do you

recommend?

Waiter : We don’t sell wine by glasses. Wine is sold by bottles. Would you mind

trying President’s XV or El Bombero.

Aeron : Can we get sample the wine?

Waiter : Yes, Sir.

Aeron : That’s alright then.

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Practice 2. At the Restaurant

Customer : Can I order food?

Waiter : Yes, you can, sir.

Customer : Then I’d like to order steak and chips.

Waiter : What would you like to drink, sir?

Customer : I’d like to drink red wine. Which wine would you recommend from your

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NOTE:

REQUEST

Can you ………..? less polite

Examples : Can you give me your id card?

Could you ………?

Examples: Could you show me your passport, sir/madam?

Could you spell your last name?

Would you mind + V-1 + ing + ……………?

Examples : would you mind showing me your passport?

Would you mind spelling your surname?

OFFERING

Can I ………..?

May I …………?

Examples: Can I help you?

May I help you?

Would you like to + V-1 +…………..

Examples : would you like me to bring your luggage to

your room?

Would you like to see our menu list?

Would you like to sit in smoking area or non-

smoking?

SUGGESTION / ADVICE

I recommend you ………………

You should ………………….

You may/might …………………..

wine list?

Waiter : I would recommend Spanish wines such as Rioja or Malena as well as local

wines such as Saperavi or Khvanchkara. Rioja is dark and delicious and

matches well with sirloin steak. Malena is good with grilled meat.

Customer : I will try the sample of local wine, please, and take a glass of Saperavi.

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PERMIT

May I ……………?

Examples : May I clean your bed, sir/madam?

May I leave the room to go to the rest room?

May I come in to your room, sir / madam?

Can I ………….?

Examples : can I go to the restroom?

Would you mind if …?

Examples: would you mind if I go to the restroom for a few

minutes?

Would you mind if I change a bath hand towel,

sir/madam?

….?

………?

EXERCISE

A. Categorize these sentences into R (request) or O (offer) (10 points)

a. “Could I speak to Mrs. Bader, please?” b. “Could I have your name, madam?” c. “Could I take your laundry now?” d. “Could I bring your tea to your room, sir?” e. “Would you mind me to bring your bill?” f. “Would you mind signing here, sir?” g. “Can I take a message for you?” h. “Can I take your message, please?” i. “Can you pay your bar bill with Visa?” j. “Can I take your coat, madam?”

B. How many polite sentences you can make from these below instructions.

1. Request the guest’s passports 2. Offer a porter to carry the luggage 3. Request not to smoke on flight. 4. Offer to see souvenirs. 5. Ask permit to play MP-3 on the flight

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Unit 8. Accommodation LEARNING OBJECTIVES: Hotel

Tourism Object

VOCABULARY

Amenities Single bed View Invoice Bedside table Double bed Sightseeing Tour Package Wardrobe Twin bed Atmosphere Quotation Toilet bowl Extra bed Itinerary Tour Planning Wash basin Adjoining room Pax Vendor

READING

Practice 1. See the brochure of AZ-Hotel below and find more accommodation

AZ

AZ

AZ

reservation@AZ.com

AZ

051009170512

AZ

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Practice 2.

See the TANA TORAJA brochure below. You will see more accommodations offered to

the customer.

Now, from those two brochure mention the accommodation that offered to the customer

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EXERCISE

A. What type of bed and the ballroom decoration are these?

B. Find a brochure around you then learn the accommodation that offered

1 2 3

4 5

6 7 8

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Unit 9. Reservation

VOCABULARY

Reservation To keep something and reserved in advance (as hotel accommodation, table in restaurant, or seat on a plane)

Booking An arrangement to have a hotel room, ticket, etc at the particular time in the future

Check – in Announce someone’s arrival (at hotel or airport) Check – out Announce someone’s departure from hotel

Refund An amount of money that is given back Schedule A list of planned activities or things to happen

Issued Release some documents to come-out after the payment done (flight ticket)

Return Ticket A ticket for travel to a place and back again One Way Travelling or allowing travel in only one direction

Flight An aircraft that is making a particular journey

SPEAKING

Practice1.

Ticket Reservation Ticket Staff :AZ-Airways, good morning. May I help you? Mr. Jarwanto : Yes, do you have any flights to Sydney at afternoon? Ticket Staff : One moment, please. We have a flight at 16:45 and 18:00. Mr. Jarwanto : Good. Could you tell me how much is a return flight for the

flight at 16:45?

Ticket Staff : Economy, business class or first class ticket?

Mr. Jarwanto : Economy, please.

Ticket Staff : For when is it, sir?

Mr. Jarwanto : Tuesday, 1st May and the return is 17th May

Ticket Staff : For how many person?

Mr. Jarwanto : Two Adult and one child 3 years old

Ticket Staff : Alright sir, let me check it first. The ticket for one way is

Rp. 2.050.199 and for infants is Rp. 410.039. So the total for

return ticket all is Rp. 9.020.874.

Mr. Jarwanto : OK. Could I make a reservation?

Ticket Staff : Absolutely sir. Could I have your name, please?

Mr. Jarwanto : Nugroho Jarwanto

Ticket Staff : How would you like to pay, Mr. Jarwanto?

Mr. Jarwanto : Can I pay at the check-in desk when I pick up my ticket?

Ticket Staff : Certainly, you will have to confirm this reservation at least two

days before departure time.

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Mr. Jarwanto : I see.

Ticket Staff : Now you have booked, Mr. Jarwanto. The flight leaves at 16:45,

and your arrival in Sydney will be at 9:25 a.m., local time. The

flight number is NWA 476.

Mr. Jarwanto : Thank you.

*****************************************************************************

Practice 2.

Table for three, please.

Head waiter : AZ-Restaurant. Good afternoon. How may I help you?

Mrs. Jarwanto : I would like to book a table for dinner please.

Head waiter : Certainly madam. For what date please?

Mrs. Jarwanto : The fifth of October

Head waiter : and for what time madam?

Mrs. Jarwanto : at 8:30

Head waiter : May I have your name please?

Mrs. Jarwanto : yes, it’s RINI JARWANTO

Head waiter : Could you spell the name please?

Mrs. Jarwanto : sure. It’s R – I – N – I for RINI and J – A – R – W – A – N – T – O for

JARWANTO

Head waiter : I get it madam. For how many person madam?

Mrs. Jarwanto : Just for three. I’d like a table in non-smoking near the window through

the garden.

Head waiter : Just a moment Mrs. Jarwanto, I’ll see if we have the table for you.

I’m sorry Mrs. Jarwanto there isn’t any free table through the garden, but

we have the table near the window through the fish pool.

Mrs. Jarwanto : Yes alright

Head waiter : So, it’s a window table through the fish pool in non-smoking room, at a

half past eight, on fifth of October, for three person. Is that right madam?

Mrs. Jarwanto : Yes.

Head waiter : May I get the contact number please?

Mrs. Jarwanto : It’s 010876170512

Head waiter : Alright madam, thank you for calling. We’ll see you on the fifth of

October. Goodbye Mrs. Jarwanto

Mrs. Jarwanto : Bye

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NOTE: Expressions to use

Agreeing Expressions: Disagreeing Expressions:

Certainly madam/sir… * I’m sorry madam/sir

Absolutely madam/sir… * No, thank you

Yes, (we/I ) ( do/will) * I’m afraid your order is…

Yes, sir/madam * I am really sorry

Yes, of course * I am extremely sorry for…

That’s Great * I do apologize

All right * I’m very sorry if our service …

Good Polite Expressions:

Yes, that’s right * Excuse me….

*…..please….

* I beg your pardon

* Could you do me a favor?

EXERCISE

A. Re-arrange this scramble conversation below:

WAITER CUSTOMER Please follow me sir, I’ll escort you to your

table. This is your table 41 Mr. Paul and here’s the menu. I’ll return in a moment to

take your order.

Yes.

And what would you like for dessert? Yes, the name is Johnson, Paul. Let me repeat your order: one well done T-

bone steak, one bake potato with butter, for the vegetable is Corn on the cob, the dessert is the cherry pie, a la mode and a large ice tea with my meal and a cup of black coffee.

Anything else sir?

I’ll have the baked potato

Welcome to AZ-Restaurant. Do you have a reservation?

No thanks, I think that’s all

How would you like that cooked? Waiter…! Would you care for something to drink? I’ll take the corn on the cob.

Wait a minute sir, I’ll check your reservation. So, it is a party for one, sir?

What do you have?

Would you like that with butter or sour

cream or both?

I’ll take a large ice tea with my meal and a cup of black coffee with dessert.

All right sir. Your order will be ready in 10 minutes. Enjoy the music sir.

I’m on a diet, so only butter.

Are you ready to order, sir? I’ll take the cherry pie, a la mode, please. The vegetables today are corn on the cob, Well done, please.

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peas and carrots, or broccoli. We have apple, cherry and lemon meringue

pie, chocolate and vanilla cake, peach cobbler, and chocolate, vanilla, and

strawberry ice cream.

Thanks.

You have a choice of potatoes- French fried, mashed, or baked.

Yes, I’ll have the T-bone steak.

B. After you put the sentence into the correct order then working the role play situation with your partner The roles : a waiter, a customer

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Unit 10. Show me the way to

VOCABULARY

DIRECTION SIGN

Turn Left

Go Left

Valley

Turn Right Go Right

Underpass

Intersection

Crossroad

Roundabout

Y – Junction

Turn over

T – Junction

Go Ahead Go Straight

SPEAKING

Practice 1. Checking-In

Zahra : Good afternoon. Welcome to the AZ-Hotel. How may I help you?

Mrs. Jarwanto: I have a reservation for today. It's under the name of Rini Jarwanto.

Zahra : Can you please spell that for me, madam?

Mrs. Jarwanto : Sure. R –I – N – I .

Zahra : Let me check it madam. ----- I’m sorry, there are many names beginning

with RINI. May I have your second name?

Mrs. Jarwanto: Jarwanto with J – A – R – W – A – N – T – O

Zahra : Here is the data, Mrs. Jarwanto, we've reserved a Double Bed at Suite

Room for you with a view of the ocean for two nights. Is that correct?

Mrs. Jarwanto : Yes, it is. Can I ask? What are services that I will get in this Hotel ?

Zahra : A full Continental buffet for your breakfast, free airport shuttle service,

free swimming pool, Taxi call, and free WIFI 24 hours in your room

madam.

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Mrs. Jarwanto : Great

Zahra : Your Room is 487, and here is your key. To get to your room, take the

elevator on the right up to the fourth floor. Turn left once you exit the

elevator and your room will be on the left hand side. A bellboy will bring

your bags up shortly.

Mrs. Jarwanto : Great. Thanks.

Zahra : If you need a favor or requests, please dial 'O' from your room.

Mrs. Jarwanto : Ok, thanks.

Zahra : My pleasure, Mam. Have a wonderful stay at the AZ-Hotel.

Mrs. Jarwanto : Thank you very much .

*****************************************************************************

Practice 2. Where is STP Sahid? (see the map)

a. From Ciputat:

Just go straight until you find traffic light in the crossroad of Gaplek. Then go ahead

and take to the left in Terminal Pondok cabe. On your way you find SMK Link and

Match on your right. On the T-Junction you take to the left and go straight. STP

Sahid is on your left.

b. From Pondok Cabe: ____________ (continue your own words)

c. From Parung: ________________ (continue your own words)

Gaplek Wates

Terminal STP Sahid

Kemiri

Pondok Cabe

Ciputat

UT

Parung

Pamulang

S

M

K

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Note: Questions Model

Can you show me the way to …?

Could you tell me where is …?

How to go to …?

Is it far from … to …?

EXERCISE

A. Here is the map of the second floor of AZ-Hotel and complete the text below:

Note: The baby shop is the opposite of Police Office Behind STP Sahid is Clinic

The right side of library is AZ-Restaurant There is a mall on the left in the corner

The mosque is between AZ-Hotel and Bank Next to AZ-Hotel is Mosque STP Sahid is across of AZ-Hotel

R.211 R.212 R.210 R.209 R.208

R.207

R.206

R.205 R.204 R.203 R.202

R.201

R.213

R.214

R.215

R.216

R.217

R.218

Buss. Center

LIFT

Stairs

Clinic

Bank

Libr

ary

Terminal

AZ – Hotel

Police Office

AZ

Rest

aur

ant

Mosque

STP Sahid

MALL

Baby Shop

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1. From lift you must turn ___________ until you see R. 214 in front. Then go

________ and your R.215 is on the ______.

2. When there is an emergency sign, you must find emergency stairs. From

R.206 you must go ______ and on your ______ there is R.207 and R.208 in the

_______, you can take to the ______ and just go ________. There is an emergency

stairs ________ you.

3. Your room is ________ R.209 and R. 211. It is _______ business centre.

4. R. 213 is _________ to the emergency stairs and it’s ________ R.215

5. ________ the lift is business center and it’s _______ R.210

B. Look at the table manner picture. Can you describe the position of the cutleries and crockery?

Example: The napkin is inside the water glass

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REFERENCE

Dubicka, Iwonna and Margaret O’Keeffe. English for International Tourism. Longman

Strutt, Peter. English for International Tourism. Longman.

International Express

Baude, Anne et all. 2002. Ready to Order. Published by Pearson Education

Talalla, Renee.2008.English for Restaurant Workers, Second Edition. Compass

Publishing