1. 1 General Education Office IHM.316 / ILA2401 English for the Hotel Business Final Examination Preparation

2. 2 Unit 6 – Money Matters Reading and writing numbers Foreign currencies Passive VoicePayment Types Hotel Rooming Price Policy Guest accounting

3. 3 Passive Voice – The rules In passive voice we must: 1.add verb to be (am, is, are, was, were, will be) 2.add preposition by 3.change the verb from V1 to V3 (past participle) The duckcooked the chef. is by affected subjectto beverb V3prep bythe object

4. 4 Passive voice - When do we use it? We use the passive voice when: – We want to make the object or action more important (e.g., the record was finally broken) – We do not know the active subject (agent) (e.g., the votes have been counted) – We wish to provide sentence variety in a text (or more formal) For example: They built this house in 1788. This house was built in 1788. Bombers bombed a school. A school was bombed.

5. 5 Passive voice - Exercise Using the active sentences, create passive sentences (p68) We add a service charge to your bill. The housekeeping department hasn’t changed the sheets since last week. They delivered the wrong newspapers to room 703. Someone has stolen my passport. As I turned around, the waiter was pouring the wine. We expect guests to check out before twelve noon. A service charge is added to your bill. The sheets haven’t been changed since last week. The wrong newspapers have been delivered to room 703. My passport has been stolen. As I turned around, the wine was being poured. It is expected that guests check out before twelve noon.

6. 6 Unit 7: Customer Care Present Perfect Passive to describe service failures ‘should have’ for solutions to problems intensifying adverbs types of guest complaints dealing with customer complaints (e.g., LAST)

7. 7 Unit 7: Customer Care Listen Apologise SolveThank Good Customer Relationships are built to

8. 8 Unit 7: Customer Care Different types of guest complaints Bed bugsDirtiness/CleanlinessLost Reservations Unhelpful Staff Next to the Lift or Convenience Room Overcharged Bill/CheckBad Room Service Hidden Charges Bad Quality Restaurant Inaccurate Star Rating

9. 9 Unit 7: Customer Care Present Perfect Passive Look at these examples from the conversation, where something needed to be done but wasn’t: The bath hasn’t been cleaned. ( no agent ) The sheets haven’t been changed. Match up the nouns and verbs and make similar sentences 1 bed4bina dustd vacuum 2 carpet5shelvesb makee empty 3 floor6wash-basinc cleanfsweep

10. 10 Unit 7: Customer Care Should have (done) Look at the examples from the conversation. They should have cleaned it. (agent as pronoun) You should have complained earlier. Use the same examples that were used in the Present Perfect Passive language study to make similar sentences: Example: They should have made the bed.

11. 11 Unit 7: Customer Care Intensifying Adverbs When a speaker wants to emphasize an adjective or make it stronger (especially during an emotional exchange such as complaining and apologizing), it is common to use an intensifying adverb, e.g., “I’m extremely sorry.” absolutely terribly very quite not all combinations of adverb and adjective are possible. sorry unacceptable filthy sure disappointed annoyed

12. 12 Unit 8: Off-Site Services Use a range of excursion related vocabulary

13. 13 Unit 8: Off-Site Services Use the first conditional to talk about future events Look at these examples. If + Present Tense, will If you come on the tour, you’ll see a fine example of Minoan civilization. If you are fit and like adventure, you’ll love this trip. If + Present Tense, modal verb If you have any questions, you can ask me when I come around. If + Present Tense, Imperative If you come, bring plenty of water.

14. 14 Unit 8: Off-Site Services First Conditional Expand these sentences about the excursion to Santorini: AIf / go / Santorini / see / volcanic island BIf / go / Santorini cruise / return / midnight CHave / donkey ride / if / go / Santorini DIf / sunbathe / not forget / sun-cream

15. 15 Unit 8: Off-Site Services Use these ways to give advice: Why don’t you come on the Cultural Crete excursion? If I were you, I’d wait till the Thursday or Friday. You could always spend a day or two exploring the town from here. Give advice using standard phrases

16. 16 Unit 9 – International guests describe cultural aspects and considerations common business travel vocabulary make comparisons using just, like, unlike, whereas present perfect continuous with present perfect simple identify and recommend business facilities

17. 17 Unit 9 – International guests Make comparisons using just, like, unlike, whereas Notice how we make comparisons between things: Like any other company, we need to be able to identify important customers. Like is followed by a noun, e.g. company. Object being compared Object being compared with Just as an airline will offer a better quality service to first-class passengers, we will provide a higher standard for our important guests. Just as is followed by a subject and verb e.g. an airline will.. Object being compared + verb Object being compared with + verb

18. 18 Unit 9 – International guests Make comparisons using just, like, unlike, whereas Unlike the normal business guest, the VIP has his or her room allocated in advance. Unlike is followed by a noun, e.g. guest, Object being compared Object being compared with Whereas CIP rooms are double-checked, all VVP rooms are treble-checked Whereas is followed by a noun, e.g. CIP rooms are… Object being compared Object being compared with

19. 19 Unit 9 – International guests Present Perfect Continuous vs Present Perfect Simple Notice how we use the Present Perfect Continuous: - Some of our guests have been coming here for years. - He’s been writing a report since three o’clock. We use the Present Perfect Continuous with a phrases saying how long. Compare this with Present Perfect Simple: - We’ve had lots of VIPs here this week. - He’s (has) written twenty pages of his report. We use the Present Perfect Simple with a phrase saying how many or how much. AI (save) ___________ for two years. I (save) _____________ $1000. BSince lunch time, Mary (read) ____________the newspaper, She (read) ______ half of it. CI (only play) __________ a few games of squash because I (only play) _______________ it for a while. have been saving have saved has been reading has read have only playedhave only been playing

20. 20 Unit 10: Events/Conferences size and dimensions describe conferences and AV equipment requirements seating arrangements accommodation contents and facilities

21. 21 Unit 10: Events/Conferences Describe conferences and AV equipment requirements

22. 22 Unit 10: Events/Conferences Plan appropriate seating arrangements Theatre- style Schoolroom style Horseshoe style Boardroom style Banquet/cabaret style Board meeting Formal dining Seminar Lecture Awards ceremony Product Launch Workshop speech

23. 23 Unit 10: Events/Conferences Talk about accommodation contents and facilities Look at these ways of talking about the contents of a room: a) It’s got( a flip chart and a video) b)It contains c)It’s equipped with d)It’s set out(in boardroom-style) e)It’s arranged

24. 24 Unit 10: Events/Conferences Describe size and dimensions Use these ways of talking about size and dimension: A It’s 6 metres wide and 12 metres long. It’s 6 metres by 12 metres. BIt’s square/rectangular/round. It’s L-Shaped It’s shaped like an H CIt has a seating capacity of sixty. DIt can take up to sixty people.

25. 25 For now………… Good luck on the 21st