English for Hotel and Restaurant Professions

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• Engels
• MBO
• Studiejaar 3

English for Hotel and Restaurant Professions

Learning Objectives

• Understand and use specific vocabulary related to hotel and catering professions.

• Communicate effectively with customers and colleagues in a hotel and restaurant setting.

What English hospitality words and terms do you already know? For example - Hotel, single room, full board, reception etc etc.

Hotel and Catering Vocabulary

• Terms and expressions commonly used in the hospitality industry.

Types of Accommodations

• Hotel

• Motel

• Resort

• Hostel

• B&B

• Can you think of anymore?

Other Types of Paid Accommodations

What type of paid accommodation offers individual rooms within a larger building?

A

Resort

B

Motel

C

Hostel

D

Hotel

Which type of paid accommodation typically offers shared rooms and facilities?

A

Resort

B

Hotel

C

Hostel

D

Motel

What type of paid accommodation is typically located along highways and offers basic amenities?

A

Hostel

B

Resort

C

Hotel

D

Motel

Which type of paid accommodation offers fully furnished apartments for short-term stays?

A

Serviced Apartment

B

Hotel

C

Hospital

D

Motel

Which type of all inclusive accommodation is often found in popular tourist destinations?

A

Care Home

B

Hostel

C

Resort

D

Hospital

Types of Rooms

• Single

• Double

• Twin

• Suite

• Connecting

• Adjoining

• Can you think of anymore?

Other types of rooms

Which room type usually includes a separate living area?

A

Double

B

Twin

C

Suite

D

Single

What type of room typically has a shared bathroom?

A

Suite

B

Dormitory

C

Studio

D

Cabin

What room type is characterized by having a kitchenette?

A

Studio

B

Villa

C

Chalet

D

Bungalow

Which room type typically offers multiple beds in a room?

A

Executive Room

B

Standard Room

C

Deluxe Room

D

Family Room

What type of room usually has a private balcony or terrace?

A

Bungalow

B

Townhouse

C

Mansion

D

Cottage

Hotel Services

• Room service

• Housekeeping

• Front desk

• Bellhop (Porter)

• Concierge

• Can you think of anymore?

Hotel Services

What is the department responsible for providing food and drinks to hotel guests in their rooms?

A

Room service

B

Bellhop

C

Housekeeping

D

Front desk

Which department provides assistance and recommendations for guests regarding local attractions, dining, and transportation?

A

Concierge

B

Front desk

C

Room service

D

Housekeeping

Which department is in charge of cleaning and maintaining the rooms and public areas of the hotel?

A

Housekeeping

B

Front desk

C

Room service

D

Concierge

Which department handles guest check-ins, check-outs, and other guest-related services?

A

Room service

B

Housekeeping

C

Bellhop

D

Front desk

What is the term for the staff member who assists guests with their luggage?

A

Bellhop (porter)

B

Housekeeping

C

Concierge

D

Room service

Restaurant Vocabulary

• Menu

• Order

• Reservation

• Bill/check

• Tip/gratuity

• Can you think of anymore?

Restaurant Vocabulary

What do you call the list of available dishes in a restaurant?

A

Order

B

Menu

C

Bill/check

D

Reservation

What is the term for requesting a table or room in advance?

A

Tip/gratuity

B

Reservation

C

Menu

D

Order

What is the word for giving instructions to prepare and deliver food or drinks?

A

Menu

B

Tip/gratuity

C

Reservation

D

Order

What is the name for the total amount of money you have to pay for your meal or stay?

A

Tip/gratuity

B

Menu

C

Order

D

Bill/check

What is the term for a voluntary payment given to the staff for good service?

A

Tip/gratuity

B

Reservation

C

Order

D

Menu

Types of Restaurants

• Fine dining

• Casual dining

• Fast food

• Buffet

• Cafe

• Bar

• Can you think of anymore?

Types of Restaurants

Which type of restaurant is commonly found in hotels and offers a high-end dining experience?

A

Fine dining

B

Fast food

C

Buffet

D

Casual dining

What type of restaurant is typically found in hotels and offers a relaxed dining experience?

A

Buffet

B

Fine dining

C

Fast food

D

Casual dining

Which type of restaurant is commonly found in hotels and provides quick and convenient meals?

A

Fast food

B

Buffet

C

Fine dining

D

Casual dining

What type of restaurant in a hotel offers a wide variety of dishes in a self-service style?

A

Casual dining

B

Buffet

C

Fine dining

D

Fast food

Which type of restaurant in a hotel typically serves light meals, snacks, and beverages?

A

Fine dining

B

Casual dining

C

Cafe

D

Fast food

Effective Communication

• The ability to convey information clearly and accurately to others.

• What words do you of when you read 'Effective Communication' ?

Effective Communication

Customer Service Qualities

• Greeting customers

• Active listening

• Handling complaints

• Offering assistance

• Thanking customers

• Can you think of any other qualities?

Customer Service Qualities

What is one of the qualities of good customer service?

A

Stocking shelves

B

Greeting customers

C

Managing inventory

D

Processing payments

What is an important skill for customer service representatives?

A

Ignoring customers

B

Multitasking excessively

C

Active listening

D

Talking non-stop

How should customer complaints be handled?

A

Blaming customers

B

Arguing with customers

C

Handling complaints

D

Ignoring complaints

What should customer service representatives offer?

A

Refusing to help

B

Ignoring customers

C

Offering assistance

D

Hiding from customers

What should customer service representatives do after helping a customer?

A

Ignoring customers

B

Insulting customers

C

Thanking customers

D

Demanding tips

Colleague Communication Qualities

• Being polite and respectful

• Using appropriate language

• Listening actively

• Being clear and concise

• Providing feedback

• Can you think of any other qualities?

Colleague Communication Qualities

What are some important qualities of colleague communication?

A

Being polite and respectful

B

Using appropriate language

C

Being clear and concise

D

Listening actively

Which of the following is an important aspect of colleague communication?

A

Ignoring feedback

B

Providing feedback

C

Withholding feedback

D

Avoiding feedback

What is one way to show respect in colleague communication?

A

Being rude

B

Being aggressive

C

Being polite

D

Being sarcastic

What does active listening involve in colleague communication?

A

Engaging attentively and responding appropriately

B

Interrupting and talking over others

C

Daydreaming and not paying attention

D

Ignoring and disregarding others

Why is being clear and concise important in colleague communication?

A

To hide information and deceive colleagues

B

To complicate matters and confuse others

C

To ensure effective understanding and avoid confusion

D

To waste time and prolong discussions

Summary

• Hotel and catering vocabulary: terms and expressions commonly used in the hospitality industry.

• Effective communication: the ability to convey information clearly and accurately to others.

What are ALL of the 'shifts' that Cath can work?

A

Days and weekends

B

Days, evenings and public holidays

C

Days, evenings, public holidays and weekends

D

Public holidays and weekends

What is ''sightseeing''?

A

Going to Specsavers

B

Visiting interesting places

C

Having a look around the reception

D

Cath can test their eyes

When the guests leave what does Cath do?

A

She calculates the bill

B

She takes the payments

C

She caculates the payment takings

D

Bill comes to take the payment

During a nightshift

A

Cath works with a colleague

B

Cath works alone

C

Cath works with Bill

D

Cath works alleen

What were the things Cath learnt on her 2 year course?

Cath might go to University to study ..

A

A Bachelor of Business in Hospitality Management

B

A Manager of Bachelors in Hospital Business

C

A Business Bachelor in Manage Hospital

D

A Hospitality Manager in Bachelor Business

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.