FACULTAD DE CIENCIAS SOCIALES Y DE LA

COMUNICACIÓN

INGLÉS TURÍSTICO I
GRADO EN TURISMO
M. Dolores García González

CURSO
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UNIT 1
ACCOMMODATION

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Glossary
Basic vocabulary for this unit:
Accommodation ə.ˌkɒm.ə.ˈdeɪʃ. A place for someone to stay, live, or work in: a house, flat or hotel room.
Adjoining room ə.ˈdʒɔɪn.ɪŋ ruːm Guestrooms that are located next to each other, but without a connecting door
between them.
Air-conditioning ˈeək.ə .ˌdɪʃ. .ɪŋ A system that makes the air inside a building, room, or vehicle colder.
All-inclusive ɔːl ɪ .ˈkluː.sɪv Including all the costs, charges, and services that make up the total price of something.
Apartment (AmE) ə.ˈpɑːt.mə t (American English) a set of rooms for living in, usually on one floor of a large building.
/ Flat (BrE) / flæt The usual British word is flat.
Arrival ə.ˈraɪ .l The time when a customer arrives at a hotel from somewhere else.
Available ə.ˈ eɪ.lə .l If a room or table in a restaurant is available, it can be obtained, taken or used.
Bed and Breakfast bed ə d ˈ rek.fəst (1) A small hotel, inn or private house that provides a room for the night and a meal the
(B&B) next morning.
(2) A type of room rate that includes the price of the room and breakfast, known as
continental plan as well.
Berth /bɜrθ/ a bed in a boat, train, etc., or a place for a ship or boat to stay in a port.
(Guest) Bill (BrE) ɡest ɪl (Also known as Guest Account, Guest Folio or Guest Statement) an detailed record of a
/Check (AmE) / tʃek guest's charges, which is maintained in the front office until their departure. The usual
American word is check.
Booking ˈbʊkɪŋ An arrangement to buy a travel ticket, stay in a hotel room etc. at a later date.
Buffet (BrE) ˈbʊ.feɪ / (1) A variety of foods offered for guests to choose what they want to eat in self-service
(AmE) /bəˈfeɪ/ fashion.
(2) (British) a small café at a bus or railway station.
(3) Buffet or buffet car (British): the part of a train where you can buy drinks,
sandwiches, etc.
Campsite (BrE)/ ˈkæmp.saɪt (British) a place where people on holiday can stay in tents or other temporary shelters,
Campground ˈkæmp.ˌɡrɑːw d usually with toilets and a supply of water.
(AmE)
Caravan (BrE)/ ˈkæ.rə.væn (British) a vehicle that people can live and travel in on holiday. Caravans are usually
Trailer (AmE) ˈtreɪ.lə towed (=pulled) by a car. The American word is trailer.
Chalet ˈʃæ.leɪ A wooden house built in a mountain area.
(To) Check in tə tʃek ɪn To arrive at a hotel where you have arranged to stay and give your personal details to
the person working at the reception desk.
(To) Check out tə tʃek ˈaʊt To leave a hotel after settling the account (i.e. paying the bill).
Client ˈklaɪənt Someone who pays for the services of a professional person such as a doctor or lawyer,
or someone who uses a service that provides help or advice.
Cloakroom ˈkləʊ.kruːm (1) A room in a theatre, restaurant, etc. where people can leave their coats.
(2) (British) a room with toilets i a theatre, restaura t etc. (more polite tha ‘toilet’).
The usual American word is restroom.
Complimentary ˌkɒm.plɪ.ˈme .tri A product given for free when paying for another product or service: All guests will
receive a complimentary bottle of champagne.
Concierge ˌkɒn.sɪ.ˈeəʒ (Mainly American) someone whose job is to help people staying in a hotel by dealing
with problems and giving them information about the hotel facilities, the different
attractions, activities and services provided.
Cot (BrE) kɒt (1) A small bed with high sides that a baby sleeps in. The American word is crib.
/Crib (AmE) krɪb (2) Cot is also the American word for a camp bed (a small light bed that you can fold).
Country House ˈkʌ tr.i ˈhaʊs A large lodging in the rural area, usually in the UK or Europe, usually owned by the
same family for many years.
Courtesy bus ˈkɜː.tə.si bʌs A free mea s of tra sportatio for a hotel’s guests, a compa y’s workers, etc.
Cruise Ship kruːz ʃɪp A very large and comfortable passenger ship designed for holidaymakers, involving
visiting a series of places, and a variety of entertainment and activities. Cruise ships can
be thought of as floating resort hotels.
Cuisine kwɪ.ˈziː (1) A particular style of cooking food or the style of a particular country or region. (2)
The food you can eat in a particular place, especially a restaurant or hotel.
Customer ˈkʌ.stə.mə A person or company that buys goods or services. (See client)

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Deluxe room or də.ˈləks ruːm ɔː A room or hotel that is better in quality and more expensive than other rooms or hotels
hotel ˌhəʊ.ˈtel of the same type.
Departure dɪ.ˈpɑː.tʃə (1) The time when a client leaves a hotel.
(2) The time when a plane, bus, or train leaves.
Doorkeeper (or ˈdɔːk.iː.pə someone whose job is to guard the main door of a building such as a hotel or club and
doorman) help people when they go in or come out
Double room ˈdʌ .l ruːm A bedroom in a hotel that is large enough for two people to sleep in.
Dude ranch du:d a holiday farm in the US that offers activities such as riding horses and camping.
Exchange bureau / ɪkˈs.tʃeɪndʒ ˈ jʊə.rəʊ A place where you can buy or sell foreign money, or change the money of one country
bureau de change ˈbjʊə.rəʊ də tʃeɪndʒ to the money of another country.
Facilities fə.ˈsɪ.lɪ.tɪz (1) Rooms or pieces of equipment that are provided at a building, as a hotel, for people
to use, as restaurants, bars or meeting rooms.
(2) In the plural, a polite way of sayi g ‘ athroom’ or ‘toilet’.
Farmhouse, ˈfɑːm.haʊs The main building on a ranch (or farm: an area of land used for growing crops or
farmstead (BrE)/ ˈfɑːm.sted keeping animals), where the owner lives.
Homestead (AmE) ˈhəʊm.sted
Four-poster bed fɔːˈ pəʊ.stə bed An old-fashioned bed with four tall wooden poles at the corners, which sometimes has
a cover over the top and curtains around the sides.
Front desk frʌnt desk A designated area in the hotel lobby with a counter where guests and visitors are
/Reception rɪ.ˈsep.ʃ received. Here, guests are registered, assigned rooms, given keys (entry cards) and
checked out.
Guest ɡest Someone who is paying to stay at a hotel or eat in a restaurant.
Guest house ɡest ˈhaʊs BrE: A small hotel or private home where people can pay to spend the night (overnight
accommodation). Guest houses typically provide breakfast, which is included within
the room rate. AmE: a state-owned hotel.
Hostel ˈhɒ.stl (1) A building where people living away from home can stay and get meals at low
prices. A youth hostel is a cheap place where travellers, especially young people, can
stay for a short period of time.
(2) (British) a building where people can stay and get meals if they have no home or
have been forced to leave their home.
Hospitality ˌhɒ.spɪ.ˈtæ.lɪ.ti Hospitality is used in travel and tourism to describe the 'hospitality industry'.
Hospitality connotes welcoming, greeting and food-service.
Hotel ˌhəʊ.ˈtel A large lodging facility that also often provides food and beverage services on site.
Hotels often provide additional services such as a swimming pool, fitness centre,
childcare, meeting rooms and conference services. [in/at a hotel]
Housekeeper ˈhaʊs.ˌkiːp.ə (1) Someo e whose jo is to clea the hotel’s pu lic areas a d guestrooms (also,
chambermaid, a woman whose job is to clean the bedrooms in a hotel), or to manage
the staff who do this.
(2) Someo e who clea s someo e else’s house a d ca cook their meals.
Inn ɪn (1) In the UK, a pub where you can stay for the night, usually in the countryside.
(1) In the US, a small hotel, usually in the countryside.
King-size bed / ˈkɪŋ saɪz bed Very large bed, bigger than usual.
King-sized bed/ ˈkɪŋ saɪzd bed In the UK, a bed that approximately measures 150 x 200 cm.
King bed kɪŋ ed In the US, one that approximately measures 190 x 200 cm.
Laundry ˈlɔː .dri (1) A service provided in hotels to wash and iron clothes.
(2) A room or building where clothes are washed and ironed.
Lobby ˈlɒ.bi The area just inside the entrance to a hotel, theatre, or other large building.
Lodge lɒdʒ A hotel that is normally small and often located in a rustic outdoors environment,
offering activities such as; skiing, fishing, boating, eco-tours.
Log Cabin lɒɡ ˈkæ. ɪn A small simple house made of wood, in the countryside or in the mountains.
Lounge laʊndʒ A public room in a place such as a hotel, university, or hospital where people can sit
and relax.
Luggage (BrE) ˈlʌ.ɡɪdʒ Bags and suitcases that you take on a journey.
/Baggage (AmE) ˈbæ.ɡɪdʒ
Motel məʊ.ˈtel (1) A smaller hotel for car travellers and therefore situated at roadside locations.
(2) A more contemporary definition would be a limited service hotel that provides
accommodation only, with no other amenities.
Motorhome motorhome A large road vehicle designed for living in while travelling.
Mountain refuge ˈmaʊn.tɪ ˈre.fjuːdʒ A house providing protection or shelter from the weather or danger in the mountains.
Porter ˈpɔː.tə Person employed to carry travellers' baggage at a hotel.
/Bellboy (AmE) ˈbel.bɔɪ Night porter: someone whose job is to look after a large building such as a hotel or a
/Bellhop (AmE) ˈbel.hɒp hospital during the night.
/page (BrE) ˈpeɪdʒ Not to be confused with janitor: someone whose job is to take care of a public building

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such as a hospital or school. The usual British word is caretaker.

Porterage ˈpɔː.tə.rɪdʒ The charge for carrying the bags of people in a station, airport or hotel, done by
porters/bellboys/bellhops.
Pro shop prəʊ ʃɒp A sporting-goods store within a sporting activities facility of some kind, usually
providing the needed equipment for sports like golf, tennis, soccer, etc. It also provides
gift items, and sometimes snacks or refreshments.
Promenade ˌprɒ.mə.ˈ ɑːd A place to walk, usually next to a beach.
Queen-size bed kwiː saɪz bed In US, a bed for two people, wider than an ordinary double bed but not as wide as a
/Queen-sized bed kwiː saɪzd bed king-size bed (150 x 200 cm). This term is not used in the UK or Europe.
/Queen bed kwiː ed
Reception rɪ.ˈsep.ʃ A designated area in a hotel with a counter where guests and visitors are received. It is
where guests can check-in, check-out and collect and deposit room keys / entry cards.
Receptionist (BrE) rɪ.ˈsep.ʃə.nɪst The hotel staff member responsible for dealing with customer queries, requests and
/Clerk (AmE) klɑːk complaints.
Registration card ˌre.dʒɪ.ˈstreɪʃ. kɑːd A form on which guests record their names, addresses, and other details (such as
length of stay, method of payment, nationality, purpose of visit and car registration
number) when they check-in. A space is also provided for signature, room number and
room rate.
Reservation ˌre.zə.ˈ eɪʃ. When you arrange to have something such as a room in a hotel, or a seat on an aircraft
or in a theatre, or a table at a restaurant kept for you to use later.
Resort rɪ.ˈzo:t a place where people can go on vacations to relax or for an activity they enjoy.
Room service ruːm ˈsɜː. ɪs The department that is responsible for delivering food or drinks to guests in their
rooms, and also responsible for preparing the food and drinks.
Self-catering self ˈkeɪ.tər.ɪŋ A place where you can cook your own food.
Single room ˈsɪŋ.ɡl ruːm A space that is large enough for one person to sleep in, especially one in a hotel or a
rented property (approximately 90 x 190 cm).
Sleeper A carriage car in a train with beds for passengers to sleep in, or one of the beds in this
carriage car, or the type of train that has them.
Tennis court ˈte.nɪs kɔːt An area marked with lines where this sport is played.
Toiletries ˈtɔɪ.lə.triz Things such as soap, deodorant, and toothpaste that some hotels provide to their
guests.
Twin room twɪ ruːm A guestroom with two single beds.
In the US, twin bed: approximately 75 x 190 cm.
University Hall Of ˌjuː. ɪ.ˈ ɜː.sɪ.ti hɔːl əv A large building in or near a college or university, where students live.
Residence (BrE) ˈre.zɪ.dəns
/Dormitory (AmE) ˈdɔː.mɪt.ri
Valet service ˈvæ.leɪ ˈsɜː. ɪs (1) I UK, someo e who works at a hotel whose jo is to clea the guests’ clothes.
(2) someone who works at a hotel or restaurant whose job is to park your car.
Villa ˈvɪ.lə A home in the country or close to the sea, especially one used for holidays
Welcome folder ˈwelkəm ˈfəʊl.də A thin flat container to keep hotel brochures, tourist information packs, guest
stationery and welcome letters.

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WEEK 1. Glossary Exercise 1: Accommodation types. Link each word with the appropriate definition:

1 Apartment A A building where people living away from home can stay and get meals at low prices.
2 B&B B A home in the country or close to the sea, especially one used for holidays.
3 Campsite C A house providing protection or shelter from the weather or danger in the mountains.
4 Caravan D A large house in the countryside, usually in the UK or Europe.
5 Chalet E A large lodging facility that often provides food and beverage services on site.
6 Country House F A large road vehicle designed for living in while travelling.
7 Cruise Ship G A limited service hotel that provides accommodation only.
8 Farmhouse H A small hotel or private home where people can pay to spend the night.
A small hotel, lodge, inn or private house that provides a room for the night and a
9 Guest House I
meal the next morning.
10 Hostel J A small simple house made of thick pieces of wood.
11 Hotel K A wooden house built in a mountain area.
12 Log Cabin L It can be thought of as floating resort hotel.
13 Motel M The American word is campground.
14 Motorhome N The American word is dormitory.
15 Mountain Refuge O The American word is trailer.
University Hall Of The main building on an area of land used for growing crops or keeping animals),
16 P
Residence where the owner lives.
17 Villa Q The usual British word is flat.

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WEEK 2. Glossary Exercise 2: Hotel employees. Link each word with the appropriate definition:

1 Chambermaid A A woman whose job is to clean the bedrooms in a hotel

2 Clerk B Someone whose job is to look after a large building such as a hotel or a hospital during
the night.
3 Client C (American) someone who works at a hotel or restaurant whose job is to park your car.
4 Concierge D American word for a receptionist in a hotel.
5 Customer E Someone who pays for the services of a professional person such or someone who uses
a service that provides help or advice.
6 Guest F (Mainly American) someone whose job is to help people staying in a hotel by performing
extra services for the guests and helping with tasks a tourist may not know how to do.
7 Housekeeper G A person or company that buys goods.
8 Porter H Someone who is paying to stay at a hotel or eat in a restaurant.
9 Receptionist I Someo e whose jo is to clea the hotel’s pu lic areas a d guestrooms or to ma age
the staff who do this.
10 Night porter J A person employed to carry travellers' baggage at a hotel.
11 Valet service K The hotel staff member responsible for dealing with customer queries, requests and
complaints.

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WEEK 3. Glossary Exercise 3: Hotel facilities. Link each word with the appropriate definition:

1 Adjoining room A Guestrooms that are located next to each other, but without a connecting door between
them.
2 Buffet B A bedroom in a hotel or a rented property that is large enough for two people to sleep in.
3 Cloakroom C A designated area in the hotel lobby with a counter where guests and visitors are received.
Here, guests are registered, assigned rooms, given keys (entry cards) and checked out.
4 Deluxe room or hotel D A guestroom with two single beds.
(Twin bed: A bed size used in the US, approximately 75 x 190 cm)
5 Double room E A place where you can buy or sell foreign money, or change the money of one country to
the money of another country.
6 Exchange bureau F A room in a theatre, restaurant etc. where people can leave their coats.
/bureau de change
7 Facilities G A room or hotel that is better in quality and more expensive than other rooms or hotels of
the same type.
8 Front Desk H A room or piece of equipment that is provided at a building, as a hotel, for people to use, as
/Reception restaurants, bars or meeting rooms.
9 Laundry I A service provided in hotels to wash and iron clothes. Also, a room or building where clothes
are washed and ironed, for example in a hotel.
10 Lobby J A sporting-goods store within a sporting activities facility of some kind, usually providing the
needed equipment for sports like golf, tennis, soccer, etc. It also provides gift items, and
sometimes snacks or refreshments.
11 Pro shop K An area marked with lines where this sport is played.
12 Single room L An assortment of foods offered on a table for guests to choose what they want to eat in
self-service fashion.
13 Tennis court M A room that is large enough for one person to sleep in, especially one in a hotel or a rented
property.
14 Twin room N The area just inside the entrance to a hotel, theatre, or other large building.

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WEEK 4. Glossary exercise 4: Hotel related terms. Link each word with the appropriate definition:

1 Accommodation A A place for someone to stay, live, or work in: a house, flat or hotel room.
2 Air-conditioning B (Mainly British) bags and suitcases that you take on a journey.
3 All-inclusive C A form on which guests record their names, addresses, and other personal details when
they check-in. A space is also provided for signature, room number and room rate.
4 Arrival D A free us for a hotel’s guests, a compa y’s workers, etc.
5 Available E A particular style of cooking food in a country or region. Also the food you can eat in a
particular restaurant or hotel.
6 (Guest) Bill F A place where you can cook your own food.
7 Booking G A public room in a place such as a hotel, university, or hospital where people can sit and
relax.
8 (To) Check in H A system that makes the air inside a building, room, or vehicle colder.
9 (To) Check out I A thin flat container to keep hotel brochures, tourist information packs, guest stationery
and welcome letters.
10 Complimentary J An arrangement to buy a travel ticket, stay in a hotel room etc. at a later date.
11 Cots K An old-fashioned bed with tall wooden poles at the corners, which sometimes has a
cover over the top and curtains around the sides.
12 Courtesy bus L If a room or table in a restaurant is available, it can be obtained, taken or used.
13 Cuisine M Including all the costs, charges, and services that make up the total price of something.
14 Departure N It means that you do not have to pay for it.
15 Four-poster bed O The American word is crib.

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16 Hospitality P The charge for carrying the bags of people in a station, airport or hotel, done by
bellboys.
17 King-size bed / Q The department that is responsible for delivering food or drinks to guests in their
King bed rooms.
18 Lounge R The time when a client leaves a hotel.
19 Luggage S The time when a customer gets at a hotel from somewhere else.
20 Porterage T The usual American word is check.
21 Registration card U Things such as soap, deodorant, and toothpaste that some hotels provide to their
guests.
22 Reservation V This word is used in travel and tourism to describe this type of industry. It connotes
welcoming, greeting and food-service.
23 Room service W To arrive at a hotel where you have arranged to stay and give your personal details to
the person working at the reception desk.
24 Self-catering X To leave a hotel after the settling of their account.
25 Toiletries Y Very large bed, bigger than usual. In the UK, a bed 152 x 198 cm. In the US, one that
measures 193 x 203 cm.
26 Welcome folder Z When you arrange to have something such as a room in a hotel, or a seat on an aircraft
or in a theatre, or a table at a restaurant kept for you to use later.

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Reading and writing

WEEK 1. 1. Complete the text with the missing words.

KINDS OF ACCOMMODATION

Hotels can be classified into [1 - s_ _ _ ] system (1-5). Hotels are buildings that provide sleeping
accommodation to travellers and that usually include dining facilities and daily housekeeping
service.

Resorts are offered primarily to leisure

travellers and are generally found in four
environments: near beaches, near [2 - s_ _]
areas, in the desert and near (or even in)
[3 - t _ _ _ _] parks and attractions.
They usually have facilities for entertaining
activities such as a swimming pool, tennis
[4 - c _ _ _ _ s], golf [5 - c _ _ _ _ _ s] and
one or two dining facilities. Different kinds
of resorts:
1. A spa resort
2. A [2 - s _ _] resort
3. A [3 - t _ _ _ _ d] resort- One that has a
strong identity and often tied to some other places and occasions.
4. An all-inclusive resort, charges one price that includes most or all of the costs of staying there.

Business hotels are targeted at the needs of business travellers and tend to be located in city
centres and at airports. [6 - G _ _ _ _ rooms] are equipped with spacious desks, and internet
connection.

Motel: it is a type of hotel in which

parking is provided at or near the room and
the room door gives onto the parking
[7 - l_ _]. Usually motels do not have full
dining facilities or provide luggage
assistance.

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4 5 6

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Bed-and-Breakfast (B&B) - These [8 - h _ _ _ _-like] properties charge guests to stay in a

bedroom (sometimes with shared bath facilities) and often full breakfast in a common dining room
area or in the guestroom.

Lodges are usually [9 - r_ _ _ l], nature-dominated settings (e.g. national parks) or exotic places
(e.g. the African wilderness).

Campgrounds/campsites are places where you can fix [10 - t_ _ _ s] and enjoy the natural
scenery.

Hostel: It is an inexpensive alternative for students and [11 - b_ _ _ _ t] travellers. Offer [12 - l _ _
-cost] lodging, common toilets, kitchen and bathing facilities are shared by all rooms on the floor.

Dude ranches: A unique form of lodging, they convey a [3 - t _ _ _ _] of American West. They
are usually located in the [13 - r _ _ _ _ t] areas including horseback riding, cattle capture (rodeos),
outdoor barbeques and other cow-boy type activities.

Chalet: It is wooden lodging with a sloping roof,

common in Switzerland and other
[14 - m _ _ _ _ _ _ _ _ _ s] regions.

[15 - C _ _ _ _ _ e hotels]: very popular in Japan,

they are a little bigger than a coffin. They are
commonly found around the city, near train
stations, for people who miss the last train home or
just aren't sober enough to go home!

Ice hotel: it is like a big [16 – i _ _ _ o] built

from enormous blocks of ice, very popular in
Canada, Sweden and Finland. The hotel is a
constant -6º C inside and the outside temperatures
can drop to more than -50º C. The rooms are
decorated with attractive carvings in the ice.

Train cabin: also known as a [17 – b _ _ _h],

this is a type of accommodation in the sleeper,
normally for long journey travel.

Caravan/motorhome: it is a vehicle that

consists of beds, toilets and kitchen. Good for long
distance [18 - t_ _ _ _ l], very popular in Europe &
USA.

8 9 10 11 12 13

14 15 16 17 18

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Ryokan: it is a traditional [19 - Japanese-s _ _ _ e]

hotel with high quality service, and often furnished
with [19 - Japanese-s _ _ _ e] hot spring baths
called "Onsen". High standard [19 - Japanese-s _ _
_ e] breakfast and dinner are often included in the
relatively expensive accommodation [20 - f_ _].

Cave hotel: it is a type of accommodation in a

[21 - c _ _ _ _n], commonly found in Greece,
Turkey, Spain & Australia.

Undersea lodge: it is a type of

accommodation in the sea where you can view
[22 - m _ _ _ _ e] life, found in Florida.

Tree lodge: it is a type of accommodation built

on a tree, commonly found in Africa or near a
national park.

Many hotels with three to five stars will use "mystery [6 - g _ _ _ _ s]" to check the service quality
regularly.

19 20 21 22 23 24

HOTEL CLASSIFICATION S ERVICES AND FACILITIES

 100% of the rooms with shower/WC or bath [23 - t _ _]/WC
 Daily room cleaning
 100% of the rooms with colour-TV together with remote control
 Table and chair
 Soap or body wash
Tourist  Reception service
 Facsimile at the reception
 Publicly available telephone for [6 - g _ _ _ _ s]
 [24 - E_ _ _ _ _ ed] breakfast
 Beverage offer in the hotel
 Deposit possibility

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In addition to the single star (*) hotels:

 Breakfast [25 - b _ _ _ _t]
 Reading light next to the bed
 Bath or shower gel
Standard
 Bath towels
 [26 - L _ _ _ _ n] shelves
 Offer of sanitary products (e.g. toothbrush, toothpaste, shaving kit)
 Credit Cards
In addition to the standard star (**) hotels:
 Reception opened 14 hours, accessible by phone 24 hours from inside and
outside, bilingual [ 27 - s _ _ _ f] (e.g. German/English)
 Luggage service
 [28 - B _ _ _ _ _ _ e] offer in the room
 Telephone in the room
Comfort
 Internet access in the room or in the public area
 Heating facility in the bathroom, hair-dryer, cleansing tissue
 Dressing mirror, place to put the luggage/suitcase
 Sewing kit, shoe polish utensils, [29 - l _ _ _ _ _ y] and ironing service
 Additional pillow and additional blanket on demand
 Systematic complaint management system
In addition to the comfort star (***) hotels:
 Reception opened 18 hours, accessible by phone 24 hours from inside and
outside
 Lobby with seats and [28 - b _ _ _ _ _ _ e] service
 Breakfast [25 - b _ _ _ _t] or breakfast menu via room service
First
 Minibar or 24 hours [28 - b _ _ _ _ _ _ es] via room service
Class
 Upholstered chair/sofa with side table
 Bath robe and slippers on demand
 Cosmetic products (e.g. shower cap, nail file, cotton pads), vanity mirror, tray
 Internet access and internet terminal
 "À la carte" restaurant
In addition to the first class (****) hotels:
 Reception opened 24 hours, multilingual staff
 [29 - D _ _ _ _ _ n-service] or [30 - v _ _ _ t] parking
 Concierge, page boy
 Spacious reception hall with several seats and [28 - b _ _ _ _ _ _ e] service
 Personalized greeting for each [6 - g _ _ _ _ ] with fresh flowers or a present
in the room
Luxury  Minibar and food and [28 - b _ _ _ _ _ _ e] offer via room service during 24
hours
 Personal care products in flacons
 Internet-PC in the room
 Safe in the room
 Ironing service (return within 1 hour), shoe polish service
 Turndown service in the evening
 Mystery guesting

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25 26 27 28 29 30

WEEK 2. 2. Link the following terms to form expressions found in the text above.

1 A la carte A activities
2 accommodation B breakfast
3 all-inclusive C connection
4 bilingual D control
5 business E facilities
6 dining F fee
7 Dude G guests
8 entertaining H hotel
9 extended I kit
10 horseback J lot
11 internet K parks
12 Japanese-style L ranches
13 mystery M resort
14 parking N restaurant
15 remote O riding
16 shaving P staff
17 theme Q travellers

WEEK 2. 3. According to the information about accommodation types, which would be the best for these
people to stay? Why? Answer giving full sentences.

Mr and Mrs Brown, both The Greens: father,

aged 65. 35; mother, 33;
They ha e ’t tra elled daughter, 12 and
abroad before. son, 8). They want
to be active on their
holiday.

Mr and Ms Black, both Ms Grey, aged 25. She is

aged 30. This is their travelling alone but wants to
honeymoon. make friends on holiday.

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WEEK 2. 4. Types of accommodation. Match the pictures to the different types of accommodation:

 apartment  camper  campground  motorhome  homestead

 campsite  chalet  country house  farmstead  trailer
 caravan  flat  cruise ship  mountain refuge  hostel
 dormitory  hotel  guest house  university hall of residence  motel
 dude ranch  ryokan  train cabin  bed and breakfast  villa
 farmhouse  lodge  log cabin  

1: 2: 3: 4:

5: 6: 7: 8:

9: 10: 11: 12:

13: 14: 15:

WEEK 2. 5. Think about each type of accommodation. Is it serviced (meals are provided) or self-catering (you
cook your own meals)? Complete the chart below.

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 INGLÉS TURÍSTICO I

Self-catering Both Serviced

WEEK 2. 6. Accommodation in The Highlands.

Accommodation in the Highlands

Your one-stop guide to Highland

accommodation. Wherever you go in the
Highlands of Scotland you'll find an
abundance of places to stay, many of them in
some of the world's most spectacular settings,
and all of them noted for that warm Highland welcome that makes you want to return again
and again.
A lochside hotel with its own private fishing boat, a guest house on an island croft where the children
can feed the animals, Bed & Breakfast on a boat, a self-catering holiday cottage a mile from the
nearest neighbours, a hostel or bunkhouse close to a pub or inn with music and ceilidhs or a
beachfront caravan and camping site, the choice is yours...
Our online listing is a trouble-free way to quickly search for accommodation to match your
requirements, or you can browse full listings of establishments in each area
When you have found a place that appeals to you, you can contact the establishment directly, use our
convenient online booking system, or phone 0845 859 1006 and have our helpful staff make a
booking for you.
Our Great Deals page also gives links to special offers and late availability.

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Answer the following questions giving full sentences, please.

6.1. How many different types of accommodation does it offer?
6.2. Which type of popular, budget accommodation is not mentioned on the
website?
6.3. Which are the most unusual types of accommodation mentioned?

6.4. Which of the types of accommodation on the web page attracts you
most? Why?

WEEK 2. 7. Hotel facilities. Match the hotel guidebook symbols opposite with the facilities listed below.

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WEEK 3. 8. Read this descriptio of a ‘Classic Room’ at the Copthor e Tara Hotel i Lo do a d make a list of
all the facilities and furniture in the room.
9.1. What adjectives are used to describe…

8.1.1. …the room as a whole?

8.1.2. …the bed?
8.1.3. …the desk?
8.1.4. …the armchair?
8.1.5. …the bathroom?

8.2. With the help of your dictionary make a list of alternative adjectives that could be used to describe each
of these.
8.2.1. the room as a whole:
8.2.2. the bed:
8.2.3. the desk:
8.2.4. the armchair:
8.2.5. the bathroom:

WEEK 3. 9. Many guests have special needs. What extra facilities would the following people require or find
useful? Match with the column on the right.
1. a person in a wheelchair 4. a family with young children
2. an elderly person 5. a blind person
3. a family with a baby

 ramps at all stairs  organized games and activities

 a playground and/or play-room  nappy-changing facilities in toilets
 hoists in bedrooms  a resident nurse
 lifts to all floors  push-chairs
 notices in Braille  special wide doors
 a low-level front desk  a courtesy bus to the town centre

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WEEK 3. 10. Reservations. For most hotels, fax reservations are very common. Read this example of a fax
reservation and complete the chart below:

Name of guest(s) _________________________________

Number of guest(s) _______________________________

Room(s) required ________________________________

Dates __________________________________________
Now reply to the reservation by fax, confirming the reservation and asking for any additional information
you require.
Special requirements _____________________________

WEEK 3. 11. Read these faxes and look at the room chart of the Royal Hotel.

11.1. There is one mistake in the way the room chart has been filled out. Find the mistake and correct it.

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11.2. Look at the reply to

Susan Smith’s fax.
Find the four mistakes
in it and correct them.

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11.3. Write a reply to Mrs Moore’s fax.

WEEK 4. 12. Checking-in. Read each sentence from the dialogue. Decide who would say each sentence. If it
is something a hotel desk clerk would say, write "Clerk" on the line. If it is something a hotel guest
would say, write "Guest" on the line. Then fill in the blanks with the missing vocabulary words. Last, cut
the sentences and put them in the correct order to form a dialogue.

A. __________: Hello. Welcome to the Smartman Hotel. My name is Bill. How can I help you?
B. __________: Here you go. The ____________ is fully ____________ with water, juices, and
_______________. A price list is in the room. Would you like me to put the hotel charges
on the credit card you used to reserve the room?
C. __________: Do you have a reservation?
D. __________: Actually no. Our 8th floor is a _______________ floor.
E. __________: What name did you use to reserve the room?
F. __________: I need to check in.
G. __________: Thank you. Let me locate your reservation in our computer. What brings you to Virginia?
H. __________: I'm here to visit friends. My university classmates are meeting here for a
___________________
I. __________: Yes, I made the reservation last month.
J. __________: I requested a non-smoking double. Is this room _______________?
K. __________: Smythton. That's spelled S...M...Y...T...H...T...0...N.?
L. __________: Oh that's ____________. Is there any ____________ for me? I'd really _______________
a non-smoking room.
M. _________: Let me see what I can do. (Pause.) Ah, here we go. Room 250 is a ____________ The current
_____________ is due to check out in an hour. We can clean that room for you. The 2 nd floor
is completely non-smoking.
N. __________: Just one, please.
O. __________: That sounds like fun. (Pause.) Here it is. We have Room 813 for you. It's a _____________ on
the 8th floor.
P. __________: That'll be great. Thank you.
Q. __________: Well, I'll ____________ for that if that is all you have. But, I was hoping to have a double since
one of my friends might stay with me later this week.
R. __________: Yes, my Mastercard will be fine. Thank you.
S. __________: I see. Let me look at the 7th floor. (Pause.) Ms. Smythton, we can ____________ this out.
Room 711 has been ______________ and is ready to go. It's a double room and is on one of
our non-smoking floors.
T. __________: Enjoy your stay at the Smartman. Please visit our_____________ or front desk if there is
anything you need. We'll be happy to do what we can to make your time with us
______________.
U. __________: My pleasure. Do you need one _______________ or two?

13. Answer the following questions about the dialogue.

13. 1. Where is the hotel?

13. 2. Why is Mrs. Smythton visiting?

13. 3. What kind of room does she request?

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13. 4. What type of room does the hotel first offer?

13. 5. Does the hotel clerk change her room?

13. 6. Why does Mrs. Smythton want the type of room she originally reserved?

13. 7. How does she pay for the room?

WEEK 4. 14. Money matters. What items would you expect to find on a hotel bill? Continue this list:
 room charge (per night)  ___________________
 meals  ___________________
 phone calls  ___________________
 ___________________  ___________________

WEEK 4. 15. Look at the way numbers and figures are used in the dialogues. Compare the spoken form with
the written form on the right. Then read the numbers aloud without looking at the written forms.

- "That’ll e thirty-se e pou ds twe ty, please…" (£37.20)

- "Room four oh eight" (408)
- "Two hundred divided by one point four equals one" (200/1.4=1)
- "One hundred and forty-two pounds eighty six" (£142.86)
- "… less two pou ds commissio comes to o e hu dred and forty pounds eighty-six pence."
(-£2.00=£140.86)
Now match these figures with the spoken sentences which follow.
1 £2.50 5 $100 bill
2 $2,216 6 Room 504: £273.45
3 £1.00=$1.86 7 4x$4.25=$17
4 £24 + 1.5% service=£27.60 8 $100-10%=$90

a. We're currently exchanging at one dollar eighty-six to the pound.

b. The total charge for the group is two thousand, two hundred and sixteen dollars.
c. I gave you a hundred-dollar bill!
d. That will be two pounds fifty, please.
e. One hundred dollars less ten per cent commission makes ninety dollars.
f. Four times four dollars twenty-five is seventeen dollars in all.
g. The bill for room five oh four comes to two hundred and seventy-three pounds forty-five (pence).
h. Twenty-four pounds plus fifteen per cent service equals twenty-seven bounds sixty.

Now read the following amounts to a partner and ask them to read the final calculation for you.

1. £2.50 + 4.15 = 3. 5 x £14 = 5. $16.95 x 2 = 7. £60 + 15%=

2. 10% of $ 150 = 4. £206 + £2,314 = 6. $1000 - 10% = 8. $54,396 + 3,221 =

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WEEK 4. 17. Hotel jobs. Read the followi g text a out a housekeeper’s duties:

My name is Sophie I’m a housekeeper.

I punch in at 9 AM. I fill my cart and then I go to the room. In the room, I strip the beds and put the laundry
in the hall. …

Now, what does Sophie do?

She’s a housekeeper, and every day she punches in at 9 AM, etc. …

And what do you do?

Answer the questions in the table below about the different hotel jobs listed in it.

HOTEL JOBS QUESTIONS (Present simple for routines)

Dishwasher What do you do? I’m a…
Waiter What do you do every day?
Food preparation workers
Laundry attendant What does he/she do? She/he is a…
Housekeeper What does he/she do every day?
Front Desk assistant
Cook
Hostess

Use the information below to answer the questions above about the different hotel jobs. Check the
meanings of the words which are unfamiliar to you.

Housekeeper - Job Duties or Tasks

• Carry li e s, towels, toilet items a d clea i g supplies, usi g wheeled carts
• Clea rooms, hallways, lo ies, lou ges, restrooms, corridors, elevators, stairways, locker rooms and other
work areas so that health standards are met
• Empty waste askets, empty a d clea ashtrays, a d tra sport other trash a d waste to disposal areas
• Reple ish supplies such as dri ki g glasses, li e s, writi g supplies and bathroom items
• Keep storage areas a d carts well stocked, clea a d tidy
• Dust a d polish fur iture a d equipme t
• Sweep, scru , wax a d/or polish floors, usi g rooms, mops a d/or powered scru i g a d waxi g
machines

Front Desk Clerk - Job Duties or Tasks

• Greet, register a d assig rooms to guests of hotels or motels
• Verify customers’ credit, a d esta lish how the customer will pay for the accommodatio
• Keep records of room a aila ility a d guests’ accou ts, ma ually or usi g computers
• Compute ills, collect payme ts a d make cha ge for guests
• Perform simple ookkeepi g acti ities, such as ala ci g cash accou ts
• Issue room keys a d escort i structio s to ellhops
• Re iew accou ts a d charges with guests duri g the checkout process

Cook - Job Duties or Tasks

• Perform cooki g tech iques ( roili g, sautéi g) ecessary for reakfast, lu ch a d di er
• Food preparatio (washi g, mixi g a d ri si g)
• Usi g kitche tools, k i es i food preparatio
• Mai tai a orga ized work area

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• Mai tai a clea work area

• Pre e t food waste
• Prepare food orders accordi g to order
• U pack a d stock kitche deli eries
• Assist dishwasher if ecessary
• Mai tai coolers a d li e to health sta dards
• Follow directio s pro ided y chef a d sous chef
• Assist with other work-related duties as assigned

Hostess - Job Duties or Tasks

• Accepti g payme t of customer checks.
• Verifyi g Float
• Prepari g Cash Report
• Seati g Guests
• Ope i g a d Closi g Restaura t
• Bussi g Ta les
• Resetti g Ta les
• Assisti g Ser ers
• Other tasks a d jo -related duties as assigned

Dishwasher - Job Duties or Tasks

• Wash dishes, glassware, flatware, pots a d/or pa s usi g dishwashers or y ha d
• Clea gar age ca s with water or steam
• Mai tai kitche work areas, equipment and utensils in clean and orderly condition
• Place clea dishes a d ute sils i clea a d orderly co ditio
• Place clea dishes, ute sils a d cooki g equipme t i storage areas
• Prepare a d package i di idual place setti gs
• Sort a d remo e trash, placing it in designated pickup areas
• Sweep a d scru floors

Waiter/Waitress - Job Duties or Tasks

• Check patro s’ ide tificatio to e sure that they meet mi imum age requireme ts for co sumptio of
alcoholic beverages
• Collect payme ts from customers
• Write patro s’ food orders o order slips, memorize orders, or e ter orders i to computers for tra smittal
to kitchen staff
• Take orders from patro s for food or e erages
• Check with customers to e sure that they are e joyi g their meals, a d take action to correct any
problems
• Ser e food or e erages to patro s, a d prepare or ser e specialty dishes at ta les as
required
• Prepare checks that itemize a d total meal costs a d sales taxes

Food Preparation Workers - Job Duties or Tasks

• Clean work areas, equipment, utensils, dishes and silverware
• Store food i desig ated co tai ers a d storage areas to pre e t spoilage
• Prepare a ariety of foods accordi g to customers’ orders to super isors’ i structio s, followi g appro ed
procedures
• Package take-out foods or serve food to customers
• Portio a d wrap the food, or place it directly o plates for ser ice to patro s
• Place food trays o er food warmers for immediate ser ice, or store them i refrigerated storage ca i ets

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• I form super isors when supplies are getting low or equipment is not working properly

Laundry Attendant - Job Duties or Tasks

• Sort a d prepare li e for wash
• Load a d set cycles o washers
• Check machi es to e sure proper performa ce
• U load washers, load a d dry linens
• Fold a d stack li e i a orderly ma er
• Mai tai par stock
• Ha g a d fold hotel u iforms
• Mai tai a clea work area
• Report all mai te a ce issues
• Perform other work-related duties as assigned

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Listening
Glossary

WEEK 1. Basic vocabulary for this unit:

Accommodation Adjoining room Air-conditioning All-inclusive

Apartment Arrival Available Bed and Breakfast (B&B)
(Guest) bill Booking Buffet Campsite
Caravan Chalet (To) Check in (To) Check out
Clerk Client Cloakroom Complimentary
Concierge Cots/cribs Country house Courtesy bus
Cruise ship Cuisine Customer Deluxe room or hotel
Departure Double room Bureau de change Facilities
Farmhouse Four-poster bed Front desk /reception Guest
Guest house Hostel Hospitality Hotel
Housekeeper King-size bed Laundry Lobby
Lodge Log cabin Lounge Luggage
Motel Motorhome Mountain refuge Porter
Porterage Pro shop Promenade Queen-sized bed
Reception Receptionist Registration card Reservation
Room service Self-catering Single room Tennis court
Toiletries Twin room University hall of residence Valet service
Villa Welcome folder

Practice:

Liste to the pro u ciatio of the words i the ta le a o e ope i g the files i the “Glossary audio
files” folder.
Then practice the correct pronunciation of these terms, reading and recording them.
Finally, listen to the words in your audio files.

1. Have you noticed any difference between the

Glossary audio files and yours?

2. Are there any words you find particularly hard

to pronounce?

3. In case you do, try repeatedly until you manage

to pronounce them correctly.

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WEEK 1. 1. Where people work. Look at the pictures. Listen and complete the tables. (Unit 1 track 1)

Cumberland Hotel
City: ...................................................................
Number of rooms: ...............................................
Number of floors: ................................................
Number of shops: ................................................

Sydney Tower Restaurant

City and country:..................................................
Number of seats: .................................................
Type of cuisine: ...................................................
Number of bars: ..................................................

WEEK 1. 2. Listen again and complete the sentences. (Unit 1 track 1)

Dialogue 1
2.1.1. The Cumberland Hotel is ......................... London.
2.1.2. ......................... ......................... more than 900 bedrooms.
2.1.3. The bedrooms are on eight .......................... .
2.1.4. ......................... satellite TV and Internet access in all rooms.
2.1.5. ......................... ......................... a swimming pool?

Dialogue 2
2.2.1. The tower is ......................... metres high.
2.2.2. ......................... ......................... 200 seats in the restaurant.
2.2.3. Is ......................... a bar in the restaurant?

WEEK 1. 3. What facilities are there? Match each

symbol with the correct facility. Listen to part 1
and check your answers. (Unit 1 track 2)

WEEK 1. 4. Listen to part 2. Note the hotel

facilities that are available. (Unit 1 track 3)

WEEK 1. 5. Taking a reservation. Listen to the phone call and answer these questions. (Unit 1 track 4)
5.1. Do Mr and Mrs Morell want to book a room for Tuesday night?
5.2. Does the room cost €225 per ight?
5.3. Does the hotel have a restaurant?
5.4. Do they wa t to ook a ta le for se e o’clock?
5.5. Does Mrs Morell have a mobile phone?

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WEEK 1. 6. Listen again and complete the five white boxes on the computer screen. (Unit 1 track 4)

WEEK 1. 7. Put the message in the correct order and then check your answers listening to the voicemail
message. (Unit 1 track 5)
 __ Thank you, good bye.
 __ We arrive in Düsseldorf at 6.00 pm on the 18th.
 __ I’d like to make a room reser atio for fi e ights from the 18th to the 22nd of June.
 __ Please reserve us a parking space and a table for four for dinner at 7.30.
 __ Hello. This is Steven Dickson from Edinburgh, UK.
 __ I’d like a dou le room for me a d my wife, a d a adjoi i g twi room for my two daughters.

WEEK 1. 8. Checking into a hotel. Listen and complete the

registration card. (Unit 1 track 6)

WEEK 1. 9. Complete the sentences, then check your answers

listening again to the track. (Unit 1 track 6)

9.1. Good ....................., sir. Can I ..................... you?

9.2. ..................... ame’s Rodrigues.
9.3. Could you please ..................... in this registration card?
9.4. Do I fill in ..................... home address?
9.5. And ..................... I have ..................... passport?
9.6. The porter will ..................... you with .....................
luggage.

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WEEK 2. 10. Listen to the dialogues. Look at the diagrams and match these places to the rooms on the plan.
(Unit 1 track 7)
1 __ bar; 2 __ fitness centre; 3 __ lounge; 4 __ hair salon; 5 __ sauna

WEEK 2. 11. Dealing with requests. Complete the requests, then listen and check your answers. (Unit 1 track
8)

1. ..................... you order a taxi for room 145, please?

2. I’d ..................... a glass of wi e, please.
3. ..................... we have some bread?
4. Can you send ..................... ..................... up to room 467, please?
5. We’d ..................... a ta le o the terrace.
6. ..................... ..................... does the exchange bureau open?
7. Excuse me, this ..................... is dirty.

12. Match these responses to the requests in exercise 11. Listen again and check your answers.
(Unit 1 track 8)

a. ___ I’ll see if there’s o e free.

b. ___ Of course, I’ll get you some ow.
c. ___ Yes sir, I’ll order you o e ow.
d. ___ Certainly. I’ll get you o e right away.
e. ___ I’m sorry, I’ll ri g you a other.
f. ___ I’ll se d someo e up right away.
g. ___ O e mome t, I’ll check for you.

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WEEK 2. 13. Excuse me, where’s the ar? Liste to the directio s a d mark the fi e places o the pla . (U it
1 track 9)

WEEK 2. 14. Listen again and complete the

phrases. (Unit 1 track 9)
1. ............. the lift to the first floor.
2. Walk ............. the corridor a d it’s ............. the
left.
3. Go ............. the lobby and through that
doorway. It’s at the ............. of the corridor.
4. It’s o the grou d floor, ............. ............. the
lift.
5. When you come out of the lift, ............. left
6. Go ............. conference suite B.
7. Go ............. the door ............. the exchange
bureau.
8. And the fitness centre is ............. ............. of
you.

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WEEK 2. 15. Is the room ready? Listen to the

dialogue. Match the words to the pictures. (Unit
1 track 10)

1 ___ wardrobe 5 ___ hangers

2 ___ light bulb 6 ___ welcome folder
3 ___ cabinet 7 ___ drawers
4 ___ table lamp 8 ___ minibar

WEEK 2. 16. Listen again and answer the questions.

(Unit 1 track 10)

16.1. What dis Petra check in the wardrobe?

16.2. What’s wro g with the ta le lamp?
16.3. Was the air-conditioning set correctly?
16.4. What information is in the welcome folder?
16.5. What’s i the mi i ar?
16.6. What must Petra do for the turn-down
service?

WEEK 2. 17. Could we have our bill, please? Listen to the two dialogues and match them to the correct
screen. (Unit 1 tracks 11 and 12)

Screen 1 – Dialogue:

Sunny Hill Hotel Date: 12 /03 / 2012

Invoice number: 6734
Room: 234 Type: Suite / Garden view
Guest name: Mrs De Canio
From: 2 /03 / 2012 To: 11 /03 / 2012
Service provided
Accommodation: 10 nights Price per day: € 120 Amount: € 1200
Breakfast: 8 days Price per day: € 15 Amount: € 120
Evening meals: 10 days Price per day: € 25 Amount: € 250
Bar drinks: Number: Amount: €
Telephone calls: Number: 6 Amount: € 25
Newspapers: Number: Amount: €
Mini bar: Number: Amount: € 12
Room service: Number: 2 Amount: € 40
Laundry: Number: Amount: €
Pay-per-view: Included in room rate
Other:
Guest signature: Subtotal: 1647
V.A.T.: 21% 345.87
Total payment: 1992.87
Payment terms: Cash / check / Credit card / VISA

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Screen 2 – Dialogue:

Sunny Hill Hotel Restaurant

Invoice number: 6735
Table number: 44 Date: 12 /03 / 2012
Guest name:

Service provided
Bar drinks: Number: 4 Amount: € 32,80
Espresso Number: 2 Amount: € 5,50
Pt Heineken: Number: 2 Amount: € 8,50
Pork Stew: Number: 1 Amount: € 11,50
Tuna Stew: Number: 1 Amount: € 13,50
Guest signature: Subtotal: 71,80
V.A.T.: 21%
Total payment: 71,80
Payment terms: Cash / check / Credit card / VISA

WEEK 3. 18. Answer the following questions.

 Dialogue 1
18.1. Has reception prepared the bill for room 234 yet?
18.2. How is Mrs De Canio paying?

 Dialogue 2
18.3. When is the restaurant customer leaving?
18.4. Are the drinks included in the restaurant bill?
18.5. Is service included in the restaurant bill?
18.6. How is the customer paying the bill?
18.7. Does the customer want a VAT receipt?

Listen again to check your answers. (Unit 1 tracks 11 and 12)

WEEK 3. 19. How would you like to pay? Listen to the four dialogues and write the correct methods of
payment. (Unit 1 track 13)

19.1 ..............................................
19.2 ..............................................
19.3 ..............................................
19.4 ..............................................

WEEK 3. 20. Listen again. Are these sentences true or false? (Unit 1 track 13)

20.1. Mr Badel is paying for his room and meals only.

20.2. The hotel vouchers are for the room and breakfast.
20.3. Ms Kohl is paying for her bar bill and hotel bill separately.
20.4. Mr Popovic gives the cashier the correct money.

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Pronunciation
WEEK 3. Introduction

There are 26 letters in the English alphabet:

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z (Unit 1 track 14)
o 5 vowels letters: AE I O U (Unit 1 track 15)
o And 21 consonant letters: B C D F G H J K L M N P Q R S T V W X Y Z (Unit 1 track 16)

But there are more than 40 vowel and consonant sounds in English. Because there are more sounds than
letters, we use symbols for their pronunciation.
Here you can see all the phonetic symbols for the English sounds:

Some sou ds are ery similar to the Spa ish sou ds (like /m/, / /, /f/, /s/…), ut others are ery differe t. In
this course we are going to study these different sounds.

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Silent letters
I E glish ma y words ha e “sile t letters”, i.e. letters i the spelli g of the word that do ot correspo d to
any sound in its pronunciation. This creates a problem at the time of guessing not only the pronunciation of
those words when they are written but also their spelling when they are spoken.

All English speakers share the English language but, obviously, with different accent and pronunciation.
Accordingly letters may be silent for some speakers but not for others. For instance, in non-rhotic accents,
“r” is sile t i such words as “card” or “leather”, but rhotic accent speakers will probably pro ou ce the “r”
in those words.

In the table below you can see many examples of silent letters in use. Listen to them (unit 1 tracks 17-35):

bread – deaf – head – marriage – meant – mountain– restaurant – secretary

A
artistically – logically – musically– romantically
bomb – climb – climber – comb – crumb – debt – doubt – doubtful – lamb – numb – plumb –
B
plumber – subtle – succumb – thumb – tomb
C acquire – acquit – blackguard – czar – indict – muscle – scene – scenery – scent – scissors
CH yacht
D handbag – handkerchief – Sandwich – Wednesday
camera – desperate – different – every – give – have – interested – lonely – more – opera – oven –
E
pirate – temperature – Tuesday – Wednesday
alight – align – although – assign – benign – bought – brought – champagne – dough – diaphragm –
G, feign – foreign – gnash – gnaw – gnome – high – highway – light – long – malign – might – neighbour
GH – night – ought – phlegm – reign – saying – scoff – sigh – sight – sign – sleigh – stiff – straight – stuff –
talking – taught – though – thought – through – weight
choir – exhaust – exhausting – exhibition – ghastly – ghetto – ghost – ghoul – heir – honest – honour
H
– hour – khaki – spaghetti – thyme – what – who
I business – cushion – fashion
blackguard – knack – knapsack – knave - knead – knee – knell – knickers – knickknack – knife – knight
K
– knit – knob – knock – knoll – knot – know – knowledge – knuckle
calf – calm – calves – chalk – could – folk – folklore – half – halves – polka – psalm – salmon – should
L
– talk – would – yolk
M mnemonic
N autumn – chimney – column – condemn – damn – hymn – solemn
O chocolate – colonel – jeopardy – leopard
corps – coup – cupboard – pneumatic – pneumonia – psalm – pseudo – psychology – psychologist –
P
psychiatry – psychiatrist – receipt
are – butter – dark – far – finger – garden – here – horse – iron – later – more –myrrh – near –
R
person – sure – there – tired – upstairs – where – word – work – yesterday
A single " r " is usually silent between two vowels: are.
S aisle – apropos – bourgeois – debris – fracas – island – isle – mess – viscount
Asthma – ballet – bristle – castle – christen – Christmas – fasten – gourmet – listen – mortgage –
T
often – rapport – ricochet – soften – thistle – whistle
Biscuit – build – built – catalogue – colleague – dialogue – guarantee – guess – guest – guide – guild –
U
guilt – guitar – plague – tongue
W answer – dawn – sword – two – whole – whore – wrestle – wrist – writ – write – wrong
Y mayor – prayer
Z laissez–faire – rendezvous

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Speaking (Conversation)
1. Giving information. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is o
page 33.

A1: Ask questions about the Manor Hotel and complete the table. Answer questions about the Hyatt Hotel.
Use is there? / are there?, there is / there are, there is ’t / there are ’t.

Hyatt Hotel Barcelona Manor Hotel Melbourne

 Restaura t …………………….…....  Restaura t ……………………
 Swimmi g pool ……..…….….…..  Swimmi g pool ……………..
 Shops ……………..…………………...  Shops …………………………..
 Air-co ditio i g i rooms…….   Air-co ditio i g i rooms… 
 I ter et access i rooms…..….   I ter et access i rooms… 
 More tha 200 rooms ……….….  More tha 200 rooms …….
 Satellite TV i rooms ………......  Satellite TV i rooms ……..

Example: A Excuse me, is there a restaurant?

B Yes, there is. / No there is ’t.

2. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is o page 33.

A1: You are a travel agent and will receive a call from one of your clients. Answer his questions with the
information you have below.

A2: You are the client. You want a business hotel in Frankfurt, Germany. Telephone your travel agent and ask
about:

 The location of your hotel

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 Access to the financial district of the city

 Business facilities and services
 Access to the airport
 Restaurants and bars

3. Taking room reservations. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is
on page 34.

A1: You work at the reception in the Sonotel Hotel. Take this phone reservation. Remember to ask for an
email of confirmation.

 All rooms have air-conditioning

 Bathrooms have baths not showers
 There is a car park, an exchange bureau and shops

A2: Call the Mercury Hotel. Book a twin room for the night of 27th May for you and your five-year-old
daughter. Find out if the rooms have showers and air-conditioning, and if the hotel has a restaurant. If
so, book a table for two at 7.30 pm. Your name is Francis/Frances Lyon and you will arrive at about 7.00
pm. Your mobile is 0778 468291.

4. Work with a part er. Stude t A’s i formatio is

here. Stude t B’s i formatio is o page 34.

A1: You are the receptionist at the Hadrian Hotel.

Answer the phone and follow the telephone
booking sequence. Take notes of the booking
details.

A2: You want to reserve a room in the Hadrian Hotel.

Call the receptio a d a swer the receptio ist’s
questions using the following information.

 Guest name: Wei-Wei Lai

 Room type: single, smoking
 Contact telephone: 669 374 370 7713
 Arrival: Thursday 23rd
 Departure: Monday 27th
 Credit card type: Visa
 Car holder’s ame: Wei-Wei Lai
 Car number: 6548 2548 5548 8245
 Expiry date: july, 2012

5. Receiving guests. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is o page
34.

A1: You are a receptio ist at the Quee ’s Hotel. Check i the guests. Remember these things: name, address,
passport, key card, registration card.

A2: Read the two data files and check into the Park Hotel.

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Name: Mr George/Mrs Georgina Wade

Room: Double, three nights
Address: Flat 7A, Connex House, London N2 9PU
Passport No.: 433800125
Name: Mr Xiang/Mrs Li Zhu
Room: Single, two nights
Address: 22 Sunland Villas, 688 Quing Xi Road, Shanghai,
200336
Passport No.: 239347596

6. Dealing with requests. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formation is on
page 32.

A1: Use the notes below to make requests to your partner.

 Room noisy – move to a quieter one?

 Breakfast in my room?
 Bottle of gin and some tonic – room 448
 More clean towels in the bathroom?
 Soup not enough

A2: A swer your part er’s requests using these notes. Choose the best alternative.

 Will check for you

 Will send up immediately
 Will call taxi office and find out
 Will deliver to room before 8 am
 Will ask them to be quiet

7. Dealing with complaints. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is
on page 35.

A1: Use the notes below to make complaints to your partner. Make notes of his/her solutions.

TV broken bath dirty bread stale

bed not made beef too salty vegetables overcooked
soup cold order late minibar empty

A2: Respo d to your part er’s complai ts. Apologize a d say what you will do to put thi gs right.

8. Work with a part er. Stude t A’s i formatio is here. Stude t B’s i formatio is o page 35.

A1: You are a guest i Ma or’s Hotel. You ha e se eral complai ts:
 Something strange in soup
 Have to wait a very long time for the bill
 The mi i ar does ’t work and leaks over the carpet
 You found your mp3 broken in the floor

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 Somebody came to your room to sell you something

 The sightseeing tour recommended by the receptionist was a waste of money

A2: Now you are the receptionist and one of the guests of the hotel will come to you with some complaints.
Deal with the customer politely. Give him/her a solution and apologise if necessary.

9. Giving directions indoor. Work with a part er. O e of you work’s i receptio a d the other is guest. Take
turns to ask for and give directions inside the Park Hotel. Use the plan below.

10. How would you like to pay? Work with a part er. Stude t A’s i formatio is here. Stude t B’s
information is on page 35.

A1: You are the receptionist. You have to explain a guest how much he or she has to pay.

Two ights’ accommodatio

=
€44 per ight

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Three dinners
=
€24 each
Four bottles of wine from the mini-bar
=
€12.50 each
Six cans of beer from the mini-bar
=
€3.50 each
Five local telephone calls
=
50¢ each

A2: You are the client. You do ot trust the receptio ist’s arithmetic. Write dow the prices the cashier tells
you. Make sure he or she gets the final total right.

11. Explaining the bill. Work with a partner.

Imagine that the receptionist of a hotel is explaining the bill to a guest. Take it in turns to play the roles of
the receptionist and the guest, changing roles when you reach the second part of the bill.

Examples:

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1. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 28.

B1: Ask questions about the Manor Hotel and complete the table. Answer questions about the Hyatt Hotel.
Use is there? / are there?, there is / there are, there is ’t / there are ’t.

Hyatt Hotel Barcelona Manor Hotel Melbourne

- Restaura t …………………… - Restaura t …………………… 
- Swimmi g pool …………….. - Swimmi g pool …………….. 
- Shops ………………………….. - Shops ………………………….. 
- Air-conditioning in rooms - Air-conditioning in rooms 
- Internet access in rooms - Internet access in rooms 
- More tha 200 rooms ……. - More than 200 rooms ……. 

- Satellite TV i rooms …….. - Satellite TV i rooms ……..

Example: A Excuse me, is there a restaurant?

B Yes, there is. / No there is ’t

2. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 28.

B1: You are a travel agent and will receive a call from one of your clients. Answer his questions with the
information you have below.

B2: You are the client. You want a business hotel in Frankfurt, Germany. Telephone your travel agent and ask
about:

 The location of your hotel

 Access to the financial district of the city
 Business facilities and services
 Access to the airport
 Restaurants and bars

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3. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 29.

B1: Call the Sonotel Hotel. Book a double room for tonight. Find out if the rooms have showers or bath and
air-conditioning, and if the hotel has a swimming pool, an exchange bureau and a car park. If so, book
parking space. Your name is Mr/Ms Pappadopoulos. Your mobile is 0778 892656.

B2: You work at the reception in the Mercury Hotel. Take this phone reservation. Remember to ask for an
email of confirmation.

 All rooms have air-conditioning and Internet access.

 Bathrooms have baths and showers.
 There is a car park and a restaurant.

4. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 29.

B1: You wa t to reser e a room i the Hadria Hotel. Call the receptio a d a swer the receptio ist’s
questions using the following information.

 Guest name: Regina/Pedro Loreto

 Room type: double, non-smoking (at the back of the hotel)
 Contact telephone: 0034 956 655254
 Arrival: Monday 13th
 Departure: Friday 17th
 Credit card type: Master Card
 Car holder’s ame: Regi a/Pedro Loreto
 Car number: 5648 3214 5896 5478
 Expiry date: January, 2015

B2: You are the receptionist at the Hadrian Hotel.

Answer the phone and follow the telephone
booking sequence. Take notes of the booking
details.

5. Work with a part er. Stude t B’s i formatio is

here. Stude t A’s i formation is on page 29.

B1: Read the two data files and check into the
Quee ’s Hotel.

Name: Mr Lee/Mrs Lucy Foster

Room: twin, one night
Address: Appt 2004, Westward Avenue,
Passport Portland 78054
No.: 672896537
Name: Mr Ivan/Mrs Paula Zanardi
Room: double, three nights
Address: Via Roma, Firenze, Italy
Passport 955722863
No.:

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B2: You are a receptionist at the Park Hotel. Check in the guests. Remember these things: name, address,
passport, key card, registration card.

6. Work with a partner. Student B’s i formatio is here. Stude t A’s i formatio is o page 30.

B1: A swer your part er’s requests usi g these otes. Choose the est alter ati e.

 Will send room service up

 Will replace it
 Will send porter to help change rooms
 Will call housekeeping and arrange it
 Will send it up straight away

B2: Use the notes below to make requests to your partner. Choose the best alternative.

 No red wine in minibar

 People in next room – very noisy
 Order a newspaper?
 Any messages for me in minibar?
 Cost of taxi to airport?

7. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o pages 30.

B1: Respo d to your part er’s complai ts. Apologize a d say what you will do to put thi gs right.

B2: Use the notes below to make complaints to your partner. Make notes of his/her solutions.

Internet connection doesn’t work coffee cold

table too noisy biscuits stale

ordered 30 minutes ago towels dirty

fish undercooked bed not made

8. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 30.
no snacks in minibar
B1: You are the receptio ist of Ma or’s Hotel a d o e of the guests of the hotel will come to you with some
complaints. Deal with the customer politely. Give him/her a solution and apologise if necessary.

B2: You are a guest i Ma or’s Hotel. You ha e se eral complai ts:

- The music in the restaurant is driving you mad

- The air-co ditio i g i your room is ’t working
- The towels are dirty
- You booked a room with a view but it overlooks the car park
- The swimming pool is very small and always crowded
- The t does ’t work

10. Work with a part er. Stude t B’s i formatio is here. Stude t A’s i formatio is o page 31.

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B1: You are the clie t. You do ot trust the receptio ist’s arithmetic. Write dow the prices the cashier tells
you. Make sure he or she gets the final total right.

B2: You are the receptionist. You have to explain a guest how much he or she has to pay.

Two nights accommodation =

€55 per ight

Three lunches =
€19 each

Four dinners =
€24 each

Five bottles of house red wine =

€11.50 each

Six bottles of mineral water =

€3.50 each

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